Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning 2/16/24, I received an email form Sold.com asking me to join a webinar. When I clicked on the link my anti-virus software AVG alerted me that sold.com was running a virus called "card stealer". Alarming to say the least as I do have an ecommerce site that takes cards.This site needs to be taken down asap.

  

  Business Response

  Date: 03/14/2024

  Thank you for bringing this to our attention. I understand your concern and would like to assure you that Sold.com is a legitimate and trusted company in the real estate industry. We take matters of security very seriously, and we appreciate your diligence in notifying us about the issue you encountered.
  Upon investigating the matter further, it's crucial for us to understand the nature of the error you received. Sold.com does not engage in any malicious activities, and the presence of such an alert is indeed alarming. We want to assure you that the safety and security of our users are our top priorities.
  Could you please provide us with more details about the error, such as the specific message you received from AVG and any other relevant information? This will help us identify and address any potential issues promptly. You can send this information to our dedicated privacy email at ****************.
  In the meantime, I want to emphasize that Sold.com operates with the utmost integrity, and we are proud of our network of reputable agents who provide valuable services to our clients. We are committed to resolving this matter swiftly and ensuring that you can interact with our platform safely.Thank you once again for bringing this to our attention. We look forward to hearing from you and resolving this issue promptly.

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started with Sold.com In the spring of 2023. When I started, I purchased access to six ZIP codes, which made me the top agent in four of them, and the No. 2 agent in two. Within days of starting, I received referrals for two homes in a nearby community where I didn't purchase access. I immediately responded to the text message, but in both instances another agent had already taken those. After that, I purchased several more ZIP codes, bringing my total to 11. Since that time, I have not received a single text message from someone wishing to set up an appointment. I have received 175 "soft leads," which are people who really aren't ready to sell yet, but might be thinking about it. I have contacted those leads on multiple occasions but have received no responses. I have contacted customer service about this, but they give me the runaround, basically telling me that it is normal for these things to take time. I can understand that, but when I am paying to be the No. 1 agent in 11 ZIP codes, and have not received a single legitimate lead in 8-9 months, something is wrong with their program.

  

  Business Response

  Date: 01/08/2024

  Thanks for reaching out ****. This is not normal. Sometimes this happens when agents unsubscribe from text notifications. We will look into this right away. In the meantime, we definitely recommend that you continue to reach out to those ~175 other home seller leads. These are all sellers who came to our website and have yet to take action. We are calling those sellers as well but encourage you to do the same.

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sold a 12 month plan to receive vetted real estate leads from them. The information provided to me about the leads stated the person was interested in speaking with a Realtor, that they were **nsidering selling their home, and that I had an appt to meet them to present a **mparative market analysis. When I ** tasted the people within minutes of receiving the lead they stated I told them I did not want to speak to. Realtor, and I already know the value of my home. They also stated I was told I was told I would be presented with a cash offer to buy my home, thats the only reason I agreed to the appt. This is bait and switch to the individuals selling their homes and to me. #1 sold.com has no intention of paying cash for their home. They also are misleading me as to the type of leads they are providing. I have called, and emailed several times and have not received a response from them.

  

  Business Response

  Date: 11/28/2023

  Thank you for taking the time to share your feedback this helps us to ensure quality of our services. During our onboarding session on 10/16/2023, we discussed our platform's focus on individuals exploring their home's value through online ads. According to our stats, this tends to mark the initial step in a homeowner's journey towards considering the sale of their property. However, it's important to note that, in many cases, individuals might not be prepared to disclose their intentions at this early stage. This initial inquiry serves as an introduction for those venturing into online avenues, subtly indicating potential future interest. During your onboarding we spoke about how these individuals did not click on an ad explicitly expressing an immediate intent to sell their house. This initial outreach is centered around completing the home valuation, establishing an introduction, and sustaining follow-up efforts. Since you initiated your advertising campaign with SOLD.com on 10/17/2023 (42 days ago), it's crucial to recognize that success through online leads is a gradual process. On average, we see most conversions occur within 6-9 months. Our Agent Success team is here to support you every step of the way they will be reaching out to offer valuable scripts, introduce effective follow-up tools, and links to our ******* page with other best practices . We believe that these resources can significantly contribute to your success. Please know we understand the desire for instant gratification, and while we strive to make that happen, it's essential to give the process the time it needs. As with any online lead, it's a numbers game, and not every lead will result in immediate success.We are committed to addressing your concerns, providing tailored guidance, and working together to maximize the potential of your advertising campaign.
  
  

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sold.com took $3000 upfront with the promise of setting appointments and generating real estate leads. To date they have attempted to schedule me three appointments, two of them is canceled, one of them didnt know what I was talking about when I showed up at the house. The leads theyve sent, *** called, and none of them knew what I was talking about. Sold.com took my money and absolutely did not provide the service They said they would. *** reached out multiple times and nobody ever replies.

  

  Business Response

  Date: 01/31/2024

  I appreciate you bringing your concerns to our attention, and I sincerely apologize for the lack of timely replies. We understand the importance of effective communication, and we are actively investigating the breakdown in customer service to ensure it does not happen again.

  
  

  Regarding the appointments and leads you mentioned, I apologize for any frustration you've experienced. It's important to clarify that, during our onboarding process and on our ******* pages, we emphasize that the clients we work with are often seeking a home valuation at the time of their inquiry. They may not explicitly state, "I want to sell my house," leading to a common misunderstanding.

  We spend considerable time preparing each agent for success in their initial approach, focusing on discovering the value of the home and building a relationship. This is typically the first step in the journey of selling a home, even if clients may not disclose their intentions initially. We discourage an ****** direct "are you selling" approach to avoid scaring clients away.

  To date, I see that we've sent you a total of 114 leads, with 71 still active and 5 that went on to list with another agent. This demonstrates the potential within the leads we provide.

  I acknowledge the issues you've faced, and we are actively looking into the break in customer service. We have launched online chat and a live calendar, allowing you to book time directly with our team for quicker assistance.

  
  

• Initial Complaint

  Date:09/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased $3000 worth of real estate lead products. When I decided to quit real estate 60 days later, I called to cancel. They just said no refunds and canceled my membership. So now I have no membership for leads, and I cant get a refund. Not right. The thing is, before this I had received ZERO leads. I was not contacted about any leads. So they are not even providing the service that I paid for to begin with. Everyone in my office spent $3000 and have received no business or product or lead. Its a scam to say the least.

  

  Business Response

  Date: 01/31/2024

  I appreciate you bringing your concerns to our attention, and I would like to address the issues you've raised regarding your subscription.

  I understand that you decided to cancel your subscription after 60 days of launching your advertising with our program. We acknowledge that the desire for instant gratification is common, especially in the lead generation industry. However, it's crucial to emphasize that our leads are top of funnel, and the average conversion timeline is typically 6-9 months. This information is communicated transparently during the onboarding and sales process, and it's stipulated in our terms and conditions.

  I recognize that the no-refund policy can be frustrating, and I apologize for any inconvenience this may have caused. It's essential to clarify that when you requested to cancel in September 2023, your subscription did not end abruptly. Instead, we adjusted it so that you would not be billed again upon renewal. Your subscription is still active, and you continue to receive the benefits, with the latest lead being assigned to you on January 16, 2023.

  To date, we have sent you a total of 66 leads, 49 of which are still active, and two have gone on to list with another agent. I urge you to access your agent portal, where you can start working on these leads. Additionally, you should be receiving emails and texts whenever a lead is assigned to your name.

  I want to highlight that you completed your best practices call post-purchase on 8/21/2023, during which we reviewed important information, scripts, and best practices. We are committed to supporting our clients in achieving success, and we are more than happy to continue assisting you with your active ads.

  
  

• Initial Complaint

  Date:08/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased lead generation, in the form of 3 zip codes where I was a guaranteed agent. Guaranteed agent meant you were listed in the top 2 agents in those specific zip codes and would be given leads before the other people in those zip codes. To date, my zip codes have received over 280 leads and i have received only 34. Of those 34, at least 10 were not in my purchased zip codes so No contact information was given, which meant they were duds. The other 24 leads were worked on and contacted multiple times with several asking to be removed, several saying they were never selling and were mad I had their info. One lead was a friend of mine who was confused and another who felt bad when i reached out to her about selling and she said she was online looking for a maid. I believe all the leads received are junk and are not real people looking to sell. I am familiar with lead generation and have had success in the past with these platforms, but after 6 months of Zero success and reading about these same issues with multiple people, I believe it is a scam. I had an account manager, who has ignored my last 4 emails. I have called and left voicemails and also sent emails with ZERO response. The ghosting of all my communication confirms they are not above board and I strongly urge real estate agents and the general public steer clear.

  

  Business Response

  Date: 01/31/2024

  We sincerely apologize for the lack of response from our team, and we want to assure you that we are taking this matter very seriously. Our team is committed to providing timely and effective support, and we are currently investigating the reasons behind the communication breakdown.

  We appreciate your feedback regarding your experience with our lead generation service, and we understand the frustration you've expressed. We take pride in offering coaching and support to help our clients succeed, and we apologize that you did not receive the assistance you expected.

  As part of our clarification, it's important to highlight that the clients we work with are generally seeking a home valuation at the time of their inquiry. They may not explicitly state, "I want to sell my house," which can be a common misunderstanding. Our onboarding process and your ******* pages emphasize the importance of approaching these leads with the understanding that they are often in the initial stages of exploring the value of their home.

  Per our records, we attempted to set up your purchase and provide best practices for lead conversion, but unfortunately, we were unable to make contact to complete this process. We highly recommend the one-on-one coaching session during the purchase setup, as it covers scripts and best practices to enhance your approach.

  Regarding the concerns about lead quality, we understand your frustration with some leads not being within your purchased zip codes and others expressing disinterest. We are actively working to refine our lead targeting and filtering processes to improve the overall quality of leads provided to our clients.

  We see that you are set to cancel in February **** and acknowledge the challenges you've faced. However, we encourage you to stay engaged with the leads in your queue, as one has already gone on to list with another agent. We believe that with a revised approach and continued communication, you may still find success with the existing leads.

  
  

  Customer Answer

  Date: 02/01/2024

   

  Your apology for lack of response from your team was hilarious as it took you over 5 months to reply to my complaint. Not a lot of care and concern for people that pay you thousands for lead generation. My frustration is not from the leads I received, the frustration is that the leads I received were not searching out any type of valuation of their home or even in the market now or for years to come in selling their home. The leads I was sent were bogus and over 75% of them did not even respond to my emails, after contacting them between 5-7 times.  I do not need coaching or one on one support.  I know how to follow up on VALID leads, I have a competent CRM and I have confidence in my marketing.  The 25% of leads that did reach out were  looking for other services and/or NOT looking to sell. 

  It was my mistake for not reading reviews where a lot of agents stories were similar to mine.  I did not find ONE positive review from an agent saying that they loved your services and were getting constant quality leads.  I am requesting a refund as your services were fraudulent and I believe to be a scam. Your not capturing leads that are valid and/or from people looking to sell or even get a valuation, your lead generation is bogus and random and for the amount I paid for your services I expected at least ONE GOOD Lead and got ZERO. 

  

  Business Response

  Date: 02/01/2024

  Hi *******,
  
  Thank you for reaching out to share your concerns, and we appreciate the opportunity to address them.
  
  It's important to highlight that we are committed to delivering high-quality leads, and our statistics show that 78% of consumers who speak to our concierge end up selling within three years. This is a testament to the effectiveness of our approach and the potential for success with the leads in your queue.
  
  Regarding your mention of not finding good reviews, we would like to direct you to TrustPilot.com where we proudly maintain a 4.5-star rating. This rating stands out as excellent compared to most other lead generation companies and is a reflection of our dedication to customer satisfaction.

  We respect your decision not to engage in a call at this time. However, we invite you to explore our ******* Page, where we share scripts and best practices. We believe that with a different approach, there is potential for future success with the leads in your queue.

  While we regret that we may not have been the right fit for you, we want to clarify that, as per our terms and conditions, there is no refund. We firmly believe that we delivered on the services promised. We hope you continue to work the leads in your queue, and we wish you the very best in your future endeavors.

  If there are any changes in your circumstances, and you reconsider a call, our team is ready to assist you.
  

  Customer Answer

  Date: 02/03/2024

  absolutely reject all statements. Will never use your services again and will make sure I steer people clear of your company. 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I regret to say this has been a big disappointment. 1 year ago I signed up with Sold.com under the agreement that they were providing leads and connections with active sellers. 1 year went by and no such promise was fulfilled. Half way through i called them to see what was the issue. ******* said they would look into it but never did anything. They provide so call "passive leads" however when calling some these leads none ever claimed to fill anything out or wish to sell. By the end of the 1 year ***** 131 passive leads were in the system. Some had numbers and some didn't however not one ever even listed on the market which makes me question their authenticity. No apologies or refunds have been given by sold.com. At the end of the day they did not fulfill their obligations per the agreement. Id encourage those to invest their money in more honest companies.

  

  Business Response

  Date: 01/08/2024

  I want to express my sincere appreciation for taking the time to share your concerns regarding your experience with Sold.com. We understand the importance of your feedback. I understand from your message that you have not seen the expected results from the leads provided through SOLD.com. After investigating your specific case, I found that a lead for the property at ***** *********************** was provided on January 18, 2023, which eventually listed on February 14, 2023, and successfully sold on March 27, 2023.Good news is success has happened from clients who were sent to you, but I can understand frustrations that they went with another agent. 

  On average, it takes about 9 months from the initial inquiry about a home's value to the decision to explore selling. Although you are no longer sponsoring zip codes, we are pleased to inform you that you still have access to your portal with 103 active leads. We are more than willing to connect you with our Agent Success team to discuss alternative approaches that *** better align with your goals.
  Regarding the concerns about passive leads, I want to clarify that your investment was intended to boost your rank in selected zip codes, increasing your chances of receiving leads that you might not have obtained organically. While we cannot guarantee lead conversion due to various factors such as time, follow-up, and approach, we remain committed to helping our agent network achieve success.

   

  Please let us know a convenient time for you, and we will arrange a discussion with our Agent Success team to explore ways to optimize your experience with SOLD.com
  
  

• Initial Complaint

  Date:08/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PAID $2800 for exclusive real estate seller leads per zip code. They have not produced any leads and are difficult to communicate directly. They have a no cancellation policy nor refund. When we ask them how many leads or average number of leads to expect, they refuse to answer the question. They tell you their history which one cannot confirm and then the leads don't come, they won't provide an explanation of what to expect. They keep saying we are sponsoring a zip code of leads but refuse to tell you the number of leads to expect yet they took $2800 of my money. The sales rep which pitched a good talk about the flow of leads is nowhere to be found and doesn't return any calls after you signed. BEWARE!! I regret signing up with them.

  

  Business Response

  Date: 01/31/2024

  We appreciate your feedback and concerns regarding your experience with our program at SOLD.com. We understand that your initial complaint led to a credit card dispute and subsequent refund. We have carefully reviewed your account and would like to address the issues you raised.

  Firstly, we acknowledge that your complaint arose within a month of starting your advertising with our program. We want to emphasize that our lead generation process involves top-of-funnel leads, and our average conversion timeline is typically 6-9 months. We make every effort to communicate this during the onboarding and sales process to set realistic expectations.

  Upon reviewing your account, we observed that seven of the leads provided to you eventually listed their properties with other agents, indicating definite potential. We understand that instant gratification is desired, but real estate success often takes time.

  We apologize if you encountered difficulties reaching our customer service team. We take this seriously and will investigate any gaps in communication. Our team is available through live chat, direct phone numbers, email, and calendlys to ensure prompt assistance.

  Regarding lead volume expectations, we strive to be transparent. However, predicting exact lead numbers is challenging due to seasonal variations and unpredictable answer rates. We share historical data for each area to provide the most accurate expectations based on our experience.

  While we regret the challenges you faced, we want to emphasize that your bank initiated a refund, indicating you received your money back. We encourage our clients to allow sufficient time for the program to demonstrate its effectiveness, given the nature of real estate lead conversion.

  We understand your concerns and wish you the best in your future endeavors.

  
  

• Initial Complaint

  Date:08/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving text messages and calls to my ************ line and people calling from ************ claiming to be from sold.com. The number is a forwarder after a quick callback review and the person states they represent sold.com. We are seeing significant *********** also and have notified the phone company (ATT).We never gave our information to sold.com and are not interested. Please remove all of my information from your database and let me and BBB know how you got it. Thank you.

  

  Business Response

  Date: 01/08/2024

  We sincerely apologize for any inconvenience caused by the contact you have received from our end. We understand the importance of privacy and respect your request to be removed from our contact list immediately.
  Upon receiving your complaint, we took swift action to investigate the matter. We have identified the source of the issue and escalated your request to the appropriate department to ensure that you will no longer receive any communication from us.
  Please allow us up to 72 hours for all our systems and teams to synchronize and remove your information from our database completely. We understand the frustration this may have caused and want to assure you that we are taking every necessary step to address this promptly.
  We want to clarify that we take data privacy seriously, and we are committed to ensuring that your information is handled with the utmost care. We appreciate your diligence in notifying your phone company, and we will work closely with them to resolve any outstanding issues related to this matter.
  
  

  Customer Answer

  Date: 01/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:04/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a convincing sales rep explained how great sold.com was, even showing ** amazing statistics that they themselves created about potential sales in potential commissions, we decided to join them in October 2022. Since joining we have had no success with any of their leads, and finally after being patient and giving it time we have finally came to the sickening conclusion that these leads are not legitimate, and not as advertised.We started to connect the dots after hearing over and over again from people we were calling that they Never had heard of the website, had never thought about selling their house, and did not request to be solicited at all. Some of these are even on the do not call list they said before angrily hanging up. We started to take notes and the patterns showed that 90% of the leads are over 65, many of them not even having access to the internet because they don't believe in it. Many of those have landline phones and basic cell phones but do not use the internet and were angry to think that someone was putting their number out there to target them.The services were not provided, We have lost over $3,000 and many hours per week trying to chase these leads that were not ever interested in selling. I use many lead generation services and I have never seen something this extremely misleading before.We want all of our money back and we do not want to use your services anymore. After previously trying to get a refund and shut everything down we were told that's not an option.The more people we connect with and continue tracing the patterns, I can only imagine it's going to get more disturbing because as of recently we found that some of the leads have been deceased since 2018 and earlier.. many of the leads don't have phone numbers, and none of them wanted ** to call them. We wish we had never heard of this company, and want to warn others of the nightmare Sold.com has now created doing business with them.

  

  Business Response

  Date: 05/22/2023

  There is no purchase associated with the email in this review. We searched the reviewer by name and did see a purchase from ************************* which was refunded.

  We provided examples to the agent of the leads they received and all that were researched were real people. We attempted to explain how our website works and correct the misinformation in the thread but the agent was insisting on a refund. It doesn't make sense to send leads to an agent not willing to work the leads so we removed the agent from our network and provided a refund.  We definitely disagree with the allegations and are confident in our lead quality and business practices as evidence by the thousands of agents we work with you have seen success and a positive ROI