ComplaintsforReferralExchange, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was seeking to contact ***********************, realtor, for a real estate transaction on behalf of my mother. ******** was referred to me by my brother-in-law and mother-in-law as she sold both of their homes. I looked ******** up on ****** and completed an online submittal requesting ******** to contact me. I explained that she was specifically the person I was seeking and explicitly stated this so I could simply get her phone number. Someone returned my call, I assumed it was from ********'s office. They didn't identity themselves as a referral service. I verbally explained again that I was referred to ******** by family members and I was reaching out for ******** only. Later I found out that this was a referral service, Referral Exchange, and that ******** would not receive the full commission for any sales. ******** opened a claim to dispute this referral with Referral Exchange and was asked by the referral company to provide documentation of the sales for my family members homes and she provided it. Despite providing the requested paperwork, Referral Exchange is still not releasing ******** from the referral. Surely in a dispute, Referral Exchange should have to provide my written online submittal and the recording of my conversation which will clearly show that I requested ******** specifically and that they did not refer her to me. This company also misrepresented my phone conversation by paraphrasing my words and disregarded my verbally telling them I was referred by family. This company is deceitful and deceptive by only paraphrased my conversation and deliberately did not include key information. They mislead who they actually were. Basically, they are attempting to profit off of ******** without actually having been the source of the referral despite her having provided the proof they requested of her and by not providing my written and verbal submissions proving they did not refer me. This is an unethical business practice and it needs to be rectified.

  

  Business response

  01/05/2024

  To Whom it may concern,

  
  This complaint has already been addressed and resolved with the relevant party on 12/28/23.

  The complainant was provided our services free of charge and ReferralExchange has not and will not seek any monies from the complainant.

  The complainant is not a party to the relevant agreement in place with ReferralExchange.

  The complainant visited our platform(RealEstateAgents.com) on December 15, 2023. The complainant submitted a request to be connected to a specific agent(***********************) who is a voluntary member of our network.

  Our network provides agents with leads free of charge in exchange for a referral fee due upon completion of a transaction. Leads(complainant) are provided our services free of charge.
  On December 15, 2023, after submitting a request, the complainant was contacted by a member of our lead verification team as is our process to verify any active working relationships. If a lead has a working relationship they are provided the contact information to their requested agent with no referral due upon completion of a transaction.
  The complainant was asked if they had a working relationship with *********************** and informed our team that they had not talked with ******** previously and that they do not have a past real estate relationship.
  The complainant was then asked additional questions such as price range, to complete their request to be connected with ***************** 
  Once the complainant had answered all questions their information was sent to ******** who accepted the referral from us and digitally signed the referral agreement.
  ReferralExchange does not record any calls.

  About 30 minutes later ******** contacted ReferralExchange to claim a prior relationship with the complainants family. On 12/18/23 ******** received an email from ReferralExchange outlining the requirements for release under a prior relationship claim. Those requirements require evidence of a prior relationship with the lead(complainant). 

  ******** submitted documentation of a prior relationship that did not meet the requirements for release as they were not with the complainant but with the complainants brother. 
  ******** was informed of this on 12/21/23.
  ******** and the complainant spoke on 12/26/23 with a member of the dispute resolution team and were informed verbally of the requirements. The complainant threatened to submit a BBB complaint and Yelp reviews.
  ******** contacted our office on 12/28/23 and spoke with the same member of the dispute resolution team and informed that member that the dispute was resolved and she accepted our determination.

  Given that our platform was used by the complainant to connect with their requested agent we have fulfilled all requirements for a referral and met our advertised service to all parties.

  This dispute has already been resolved with the party that ReferralExchange has a contract with. 

  The complainant does not have an active contract with ReferralExchange and is not a party to the contract that ReferralExchange has with ************************
  

  
  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was enrolled in prime in September (2023) , told i would receive leads that have been approved and are good leads , 4 months later i havent received a single lead that procured a sale but I have been charged $200 for services I obviously have not recieved, and according to the complaints an responses the company gives on the bbb page you (the agent agree to the terms an conditions of the services ) YET referral exchange has NOT given me the services they offered which was a lead to generate a sell of a home or a buyer yet they claim to give MULTIPLE. So im expected to continue paying $100 a month for leads which im not getting because EVERY lead i have received DOES not respond. Or says their not interested , I have a 20 min response time an yet all 27 leads ive been given have been a waste. How is it even legal to continue billing me for services your not giving ?

  

  Business response

  01/12/2024

  Hello,

  
  Part of the PRIME service is to serve our agents with leads that have been vetted through our automated system. To date, ******* was given 31 leads, and she accepted 27 of them (including 2 leads the very day she signed up). The way our system works is that any lead we generate is passed through up to 3 systems checking public records and in some cases using LexisNexus. We run the phone number and email address of our leads through these systems and check to see if the information submitted matches the information that we get from using our systems. If none of it matches, then ********** into a manual channel for a human to check out, and if we cant find a match or get that lead on the phone and confirm the details, then we will toss the lead.
  
  
  
  

  Customer response

  01/12/2024

   
  Complaint: 21027836
  
  I am rejecting this response because:
  When i started prime my RESPONSE TIME WAS 3 minutes it wasnt until ***** leads i stopped responding in the 3 mins because NONE of the leads led to business. EVERYTHING stated by the company was a ramble No explanation of why your charge people. For leads which dont result in business.  Out of 31 leads as you said NONE resulted in sells but im responding an reaching out yet they either dont answer or dont respond. So explain how thats an agents fault that the leads your provide and charge me for are not doing WHAT YOU say they are suppose to ? 
  Sincerely,
  
  ***************************

  

  Business response

  01/25/2024

  Online lead generation is primarily a numbers game, and we do everything we can to make sure that were connecting our agents with real people, who have a real interest in either buying or selling, and that is all we can promise and control with our leads.

  
  As I go back through Tiffanys account, I see that out of the 27 leads she accepted, only 14 were accepted under 10 minutes, which means about 50% of the leads were reached out to in the time we recommend. Also, out of those 27 leads, I see that 7 of them actually spoke with at least one of our agents, and two of them mentioned listing in the spring, so our leads do answer and respond and result in business.

  
  I am unsure what is meant by EVERYTHING stated by the company was a ramble No explanation of why your charge people. We are very transparent with our agents and how this service works, and if anything was ever unclear, agents can always ask the sales person before they sign up for PRIME, or their Advocate once theyve been signed up, and we will explain it without hesitation.

  
  I understand how frustrating it can be for an agent working online lead generation. I am a licensed real estate agent myself, and so is pretty much everyone that works here at ReferralExchange. However, ******* did not give this service an honest shot. She only took 50% of the leads we sent her seriously, then quit working our leads only 3 months into a 6 month term, and then blamed us for her lack of success. Weve done everything we said we would, and this service has been wildly successful for thousands of agents, but it does require work, and you will only get out what you put in.
  

  
  

  Customer response

  01/25/2024

   
  Complaint: 21027836
  
  I am rejecting this response because:
  The fact that their is more bad reviews more BBB complaints about the company speaks volumes about who doesn't try and who actually does. Your companys a scam and rip off you send leads to a agent and admit you give response times and multiple agents receive those same leads which is why the response time matters if im in a closing or doing a showing im NOT  gonna pick up my phone to call a lead you send , so i guess because of this its ok to pass the lead to another agent.
  Sincerely,
  
  ***************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I joined Referral Exchange 6 months ago they told me that I would on average receive 10 leads a month. I never got more than 5. When I get a lead, I call them immediately and 90% of them don't answer! ***** told me that my account wouldn't be charged this month unless I told her to continue my membership and she charged my card. Absolutely not worth $99 a month. Stay away from them!

  

  Business response

  08/31/2023

  Hello,
  Our service, ReferralExchange PRIME, is a 6-month subscription as outlined in our (TOS). We are exclusively offering the ReferralExchange PRIME Service to Agents who are selected by ReferralExchange, at our sole discretion. Selected Agents agree to an initial 6-month term. Upon completion of this 6-month term, the ReferralExchange PRIME service will be renewed for another 6 months unless canceled by the agent.

  
  ***** has submitted her request for cancellation, and as this month is her last month, she will not be billed moving forward and her PRIME Service will be concluded on 9/27/23.

  
  Respectfully,
  ***********************
  

  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is predatory!!! Agents beware!!!! Don't let this happen to you.I obtained a client in 2019 and this client died in 2022. The personal representative was recorded on county records for the probate filings so the property could be sold. The ** who was a family member confirmed and reached out to me directly. RE is stating that the ** reached out to them and connected me with them. Neither myself or the ** of the family have any record of this. My IP address is not the same as on their recorded referral agreement nor is even my brokerage. ************************* at Referral Exchange has been harassing me even after all the documentation I've provided that the relationship with the deceased who owned the home was made years prior. But because I sold the home and they have this address in their system I owe them a referral fee. My broker disagrees and I'm going to seek legal council. They are stating the referral is specifically for him and its not his property, so a referral fee certainly doesn't seem right. A personal representative does not transfer ownership. The ** that hired me also stated" definitely did not get a referral about you from referral exchange. I contacted you because of paperwork I found I ********* effects showing you as buyers agent when he bought the place. I figured since you were familiar with the property you were a natural." This does not give Referral Exchange the right to come after me for money.

  

  Business response

  02/10/2023

  To Whom It May ********************** 7/22/22 ReferralExchange **** received a request through our website Realestateagents.com by a "*********************" (the lead) to be matched with a real estate agent by the name of *****************************(the complainant) in order to be assisted in the sale of their property. 
  
  
  A referral was offered and received by the complainant on 7/22/22 at a referral fee of 30%. A confirmation email was provided to the complainant at this time reinforcing that a 30% referral fee would be due to ReferralExchange should they close a transaction with the lead. The complainant's digital signature is on the Referral Agreement in accordance with Federal Law (the **Sign Act) and all information on the agreement is provided by the complainant to ReferralExchange and the complainant carries all responsibility for ensuring its accuracy as per the *** (******************************************************).
  
  
  Upon receipt of the referral ReferralExchange provided each party with the other's contact information.
  
  
  The complainant never notified ReferralExchange of any potential dispute or issue in the subsequent months of their servicing the lead despite the platform allowing for the complainant to easily dispute a referral. According to our records the complainant has initiated 6 disputes with ReferralExchange since joining the network in 2013 as well as paying a due referral fee on 8 successful transactions, indicating they are well aware of when a referral should be disputed and when a referral fee is required, respectively. The complainant never provided any updates regarding the referral in spite of our system requesting those updates, nor did the complainant opt to archive the referral, instead keeping it active in their account.
  
  
  On Dec 7th, 2022 the lead completed a transaction with the complainant in selling their property. Our county record data sources all report that the name "*********************"(the lead) appears as the property owner who sold the property and that "*****************************"(the complainant) appears as the listing agent.
  
  
  ReferralExchange then made 5 attempts to contact the complainant in order to ensure the referral fee is paid in a timely manner. ReferralExchange did not receive a response until Jan 30th, 2023, nearly 2 months after the transaction had been completed from the complainant stating, "I did not agree to a referral fee for *********************. ********************* is the father of my past client, ************************* and ******************* passed away. His estate closed and I represented ******* ****** estate since he was already a client of mine. I sold him the property and the family wanted me to resell his property since I had knowledge. I have no record of accepting anything from you for him and I will not be paying anything for a relationship that I had with *************************, the relationship was established through Zillow originally in 2019. I also no longer work in ******* and have moved out of state. You can remove me from your system. I have retired from production."
  
  
  After further discussions with the complainant and given their position, ReferralExchange offered to reduce the referral fee from the original 30% to 15% in order to resolve the matter in a timely fashion and accommodate them, albeit unnecessarily. Nothing has been provided that would void the Referral Agreement in place between ReferralExchange and the complainant or absolves them from the due referral fee as outlined in the agreed upon Terms of Use. The complainant has continued to refuse the offer of a reduced referral fee by 50% and refuses to remit any payment to ReferralExchange. This generous offer from ReferralExchange is still available to the complainant. 
  
  
  Given the complainants position and per our Terms of Use, ReferralExchange will initiate collections proceedings for breach of contract.
  
  

  Customer response

  02/11/2023

   
  Complaint: 19341961
  
  I am rejecting this response because: Referral Exchange is trying to say that ********************* was the owner of the home and he was only a (PR) representative of the property. He confirmed in writing that he never communicated or reached out to Referral Exchange to connect him with me. I provided proof of this in writing.  Referral Exchange provided a screenshot of some emails made to him but nothing showing there was a connection or correspondence to me. Additionally the referral agreement was with a brokerage I do not belong to. The ** address recorded on the document that gave me does not match my ** address to my computer. I also have no record of receiving any of the documents that said I received.  

   

  Ive worked with referral Exchange in the past and updated the system and paid them for leads actually received. However this is not one I received nor would have accepted given the relationship with the Namba family was established in 2019. I provided documentation of the previous relationship, which they asked for and I provided.  I gave them everything they asked for to disagree with the case and they continue to threaten me with 3rd party collections.  If they want to pursue the funds I will pay to avoid this but I do not agree with this and I want other agents to know the dangers of having any connection with them because if you already have client in a network that match with any of thier data they will try and collect for no reason other then that.  A referral agreement is required to be signed off on by the broker and the agent. Not just automatic from a lead generation platform. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/16/2023

  To Whom It May Concern,
  
  
  This dispute has already been resolved outside of the BBB services as the complainant has agreed via email on 2/13/2023 to pay the reduced outstanding balance.
  
  
  In response to the complainant's statement:

  
  The name "*********************"(The Lead) appears as the property owner per county records.

  
  The brokerage info was provided by the complainant and verified as accurate at the time of the complainant's initial use of our services. Per our *** it is the complainant's responsibility to maintain the accuracy of their brokerage info. If the complainant moved to a new brokerage, it is their responsibility to update that information.

  
  ** Addresses change based on a variety of factors including the *** and Wifi Network. This is by design. Federal law (E-Sign Act) requires a recorded ** Address or Phone number and a login account(Username/password). In order to accept a lead from ReferralExchange, the user must first log in, and then we record the ** address. This fulfills all legal requirements for a digital signature.
  ReferralExchange has records that this agent received notification of this lead's acceptance.

  
  Lastly our referral agreements all require a broker's agreement in order to use our services. This is stated both on the referral agreement and in our ***.

  
  Per the *** the necessary documentation was not provided to dissolve the agreed-upon contract, therefore a fee was still owed.

  Customer response

  02/16/2023

   
  Complaint: 19341961
  
  I am rejecting this response because:

  I'm agreed to pay because they are threatening to send the payment request to a 3rd party collection agency.  I have not released the case or that I feel the public should know of the business practices of this company.  I have no record of accepting this "lead" nor do I have access to the system and if theri IP address doesn't prove that the designated person is actually accepting it then why is it even on the document?  I can't even reset my password. I have no access to the platform but it's my responsibility to still pay them? 

  My brokerage information is incorrect so my broker declines to pay it since it does not match and it's not executed by the broker and regardless what they say about the *** it's not mine and I only have one computer. Why is it part of the referral agreement if not connecting the digital dots between parties? Makes zero sense to me.

  I'm being forced to pay for a relationship I established in 2019 for ************************* who was the legal owner of the home but he died. I sold him the unit in 2019. ********************* recorded a dead for probate purposes to be able to sign for ***************************** Estate.

  Stated in the *** that if the Agent has a signed written agreement with the lead that predates the Agents acceptance the referral would be voided. I did provide the initial contact agreement with Zillow for ************************* in 2019. The owner of the property; who is now deceased and the reason for this sale. This showed the established relationship years prior.  I also provided evidence that the person they call a lead did not contact or reach out to referral exchange which is in writing as proof of the matter. 

  This seems like a scam. The Deed does now show the ********************* was the owner. Just the personal representative for ********************* estate.  We may settle this as we agree to disagree but I do want the public to know to watch out for this company. To really understand their *** due to their business practices and their threats for 3rd party collection if a lead and an address match up their system for any reason that you will be responsible party for paying them. 

  Ethically this seems wrong but they have threatened me to pay. I'll pay them but I will continue to try and bring this situation to the limelight for fellow agents moving forward to protect their databases and past clients from situations like this. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had been a client for a full year. In October, I decided I no longer wanted the premium service option, and notified the company in an email. I continue to tell them that I did not agree to a contract. I can and did obtain a free version of their service due to my membership in the *******************************. I feel the free version is all that I need at this time. I have been firm in my desire to cancel the expensive $100 per month service and they have continued to bill my Chase Card. I have opened disputes on my Credit Card with ***** and I have been granted the refund of $99 for at least 1 month. I have been threatened with being reported to the ************** and I still wish to cancel. Bottom line, this is very expensive and I no longer wish to work with this because of the expense. Which I can no longer justify for the results. I am surprised that the representative has been so adamant about continuing to charge my card,

  

  Business response

  01/24/2023

  Hello,

  
  The end of ******* second 6-month subscription was on October 12th, 2022. On October 19th, 2022, *********************************** spoke with ******, and she initially inquired about cancellation, but at the end of the conversation she agreed to keep PRIME.

  
  On November 12th, 2022, ******* PRIME subscription was auto-renewed for another 6-months. She reached out to our Customer Support later that morning, asking to cancel the service. ******** reached out two times to try and explain that she has signed up for another 6-month contract, but the agent didnt answer the calls, and did not respond back. 

  
  On Janurary 13th, 2023, ****** officially cancelled her PRIME service and ******** reached out later that day and explained to her that she was in a 6-month subscription, as stated in our Terms of Service (*********************************************************************): Upon completion of this 6-month term, the ReferralExchange PRIME service will be renewed for another 6 months unless canceled by the agent.

  
  On January 17th, 2023, this BBB complaint was forwarded to our Strategic Operations Manager, *********************. He reached out and was able to speak with ****** on January 23rd, 2023. During this conversation, it was expressed by ****** that she actually really liked our service, and she would like to continue using it, but she needed a break. ***** and ****** were able to come to terms by ReferralExchange excusing 2 months of the PRIME service, after which ****** will continue her subscription as normal, and this matter should now be settled.

  
  Respectfully,
  ***********************
  

  
  

  Customer response

  01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.The company reached out and we have decided to move forward. They have agreed to a brief 2 month discount, and I am satisfied with that. Thank you for your help here at BBB. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ****************** is my account REP with Referral Exchange and I asked him to cancel my account starting in August but stayed for 1 more month and then asked to have it canceled in September. I have all the emails regarding this. I set up tie to speak to him directly in September 2022 and was told I am on a 6 month program and couldn't cancel. At that time I emailed them asking for proof that I am on a 6 month program because I signed up as month-to-month. I used his calendar link asking to verify and cancel. I went to my credit card company and they reversed the billing. ****** showed me how to turn off the Prime billing which he should have done in September when he incorrectly stated I was on a 6 month program. My Prime billing was turned off. I am still getting ******** in Sept, in Oct, and now in Nov. I have had to lock my credit card to keep them from fraudulently billing me. They have tried to bill me 3-4 times in the month of November but my card is locked. I should not have to be calling them, emailing, going to the extreme of locking my card. They should have their billing department resolving issues immediately and not take months to discontinue billing someone on a MONTH -TO- MONTH program. I reviewed all my paperwork from when I signed up at this time and could not find anything saying I agreed to a 6 month program., They (******************) called me and confirmed at the end of September that I am on month-to-month and Referral Exchange should honor my request to cancel when I called them, initally.Instead they keep trying to push their program every time I try to get this resolved.

  

  Business response

  12/13/2022

  A manager from ReferralExchange has spoken to this agent directly and resolved this matter, informing them of the following:
  
  This agent's PRIME subscription with ReferralExchange has been canceled, and they have not been charged for the two months of billing which they mentioned (October and November). The account representative ***** originally spoke with provided ***** with incorrect information, however due to the agent's proactive action the account was never charged for the two monthly payments. This agent will no longer receive monthly bills from ReferralExchange for a PRIME subscription. 

  Customer response

  12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But it is also incorrect as I should not be charged for September, October or November. I had to dispute being charged for September & October with my credit card company, then had to lock my card when they tried charging me 5 times in the month of November. I should not have had to go to this extreme to get them to stop billing me. I am satisfied as long as they do not try to charge me in December. 
  
  Sincerely,
  
  *********************

*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. ↩