ComplaintsforTom Ferry

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was super excited to get started with Tom Ferry. I contacted them several times before signing up for coaching. After 1, 30 minute coaching call, I realized that the coaching was not for me. In my 30 minute call, about 15 mins of it was used to discuss real estate practices. Also, the online resources they offer have similar training videos available on ******* for free. Not much value there. At a price of $2222 that I prepaid for 3 months of coaching, I got about 15 mins of actual coaching. I do not see the value in what they provide. So, according to the guy that set me up on this at Tom Ferry, I could "get out of it", and it wouldn't be an issue if I ever decided to do so. Of course, when I reached out to cancel my coaching, I was transferred to a person that never answers the phone. I called steadily for 2 weeks trying to get it resolved, but could never even get a person on the phone. Finally, they called me and told me I would not get a refund of the unused time I prepaid for. The only reason I prepaid is because they offer a discount for paying more than one month at a time. I was told that they would not refund my unused coaching costs. So, I paid over two thousand dollars for a 30 minute call. Moral of this story, if you have any doubt about their services, don't do it! Once they get your money, you are on your own.

  

  Business response

  09/24/2024

  Hello ****,

  I am glad we spoke today and were able to resolve this situation.  Please feel free to reach out to me if you have additional questions.

  Best,

  ****** Talley 

  Director of Client Experience

  Tom Ferry Int.

  Customer response

  09/25/2024

  
  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

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Tom Ferry's Elite coaching program in August 2023 and participated in activities and coaching through January 2024. I was completely distraught that I had not gained a single lead, new client or repeat business from previous clients using the methods in the coaching program that I couldn't bring myself to continue wasting time. I got multiple calls saying they were going to cancel my account, but they kept on charging me every month through May 2024. When I was convinced to join, the program was sold to me as an investment that I was sure to get returns on if I followed it. I did, in fact follow and it was a complete waste of time as I never got a single deal or even a new lead from the activities and programs. I would like a full refund because the program produced absolutely nothing for me despite the promises.

  

  Business response

  08/22/2024

  
  
  Dear *******,
  
  Thank you for bringing your concerns to our attention. Im sorry to hear that your experience with our Elite coaching program did not meet your expectations. Id like to address the points you raised in your complaint.
  
  You joined our Elite coaching program on August 4, 2023, with specific goals identified during your intake assessment, including securing 4 more deals, working your geo farm, lead generation, and organization. Your coach worked with you on these action items as requested.
  
  However, its important to note that you no-showed 4 of the 12 scheduled coaching sessions between August 15 and December 19, 2023. After December 19, you did not attend any further coaching sessions. Between December 19, 2023, and August 2024, we made 25 attempts to contact you via phone and email, but unfortunately, we did not receive any response.
  
  As per the terms of your contract, which is for a 12-month term, your payments continued through June 2024. While you reached out to Tom Ferry Support on August 19, 2024, to leave a message stating you wished to quit coaching, we had not been made aware of this request until that time.
  
  Additionally, in September 2023, you responded to a survey about your coaching experience, indicating that you were satisfied, liked your coach, and found the resources helpful. We are unsure what might have changed for you or why you ceased communication with us.
  
  Please know that we closed your account as of June 2024, and no further payments have been drafted since then. If you would like to discuss your concerns further, I encourage you to reach out to our Support team at ************ and request to speak with me directly.
  
  All the best,
  
  ************************; 
  Director of Client Experience  
  Tom Ferry
  
  

  Customer response

  08/22/2024

    I joined coaching because I was convinced by the TF sales person that it was an investment and that I was essentially guaranteed to see a return on investment.  In September 2023 when I was surveyed about my experience I had been in coaching for only 1 month and my coach seemed to have ideas to improve my business and at that time I was still optimistic.  At 4 months in, I had not gained a single lead or been able to turn a single contact into a deal, lead or conversation.  I was doing everything my coach asked as well as other activities from the program.  I mentioned many times to my coach that the tactics didn't seem to be working. They weren't leading to conversations or leads.  I asked for help with other business issues but my coach simply kept telling me to keep 'working my database'.  I told her several times that the majority of my database were very distant and most probably didn't even know who I was - but she still kept pushing it; I trusted that she knew better than me, so I did what my coach asked.

    I was emotionally distraught that I had spent so much time and money with nothing to show for it, that I wasn't able to face anyone from the program.  I was embarrassed and disappointed in myself that I had fallen for the sales team's smooth talking. I was absolutely overcome with anxiety.  After the program introduced me to sales language training on how to essentially manipulate people, I realized that this was exactly what I had fallen victim to.   I did avoid many phone calls from the toll free number because my anxiety was too severe. I was terrified that my husband would walk in on a conversation to find out I had been conned into spending so much money for something that gave zero return.  I believed what the salesman told me about it being an investment when I signed up.  After seeing absolutely no progress, I was sick about the money, but I knew I couldn't continue to lose the money and also waste the time on the failed coaching techniques.

  

  Business response

  08/23/2024

  
  Dear *******,
  
  Thank you for bringing your concerns to our attention. Im sorry to hear about the difficulties you encountered, and Id like to address your concerns directly.
  
  After thoroughly reviewing your account, we found no evidence of unfair or aggressive sales tactics. Our goal has always been to provide clear and accurate information so that our clients can make informed decisions about their coaching investments.
  
  When reviewing your coaching sessions, we noted that you were engaged, and there was robust coaching provided during the times you participated. However, its important to mention that you missed many of your scheduled sessions. Despite this, from December 2023 through August 2024, we made 25 attempts to contact you via phone and email to offer support and address any issues, including potential payment concerns, but we did not receive any response from you. I understand now that you felt uncomfortable with direct communication, but responding to our emails could have allowed us to assist you without the need for a conversation.
  
  There were several options we could have explored with you had we been made aware of your concerns, especially regarding payments. However, since you did not respond to our outreach, those opportunities were lost.
  
  Your account has been closed, and we have respected your request not to reach out further. If you wish to discuss anything further or have lingering concerns, please dont hesitate to reach out to me directly. Im here to help if you need it.
  
  Best regards,
  
  ************************; 
  Director of Client Experience  
  Tom Ferry
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I went to a Tom Ferry event and was excited and motivated. I signed up for the coaching. The market has changed obviously and I am not selling houses like I was. I just cant not pay for the coaching. When I discussed this could be an issue with ****** at the function he said" dont worry about it, we have you". Well now I need out of the contract and they wont let me cancel.

  

  Business response

  08/23/2024

  
  
  Hi ********,
  
  Thank you for reaching out and sharing your experience. I understand the challenges you've faced in the changing market and the impact it has had on your business.
  
  As you know, you signed up for a 12-month Tom Ferry coaching program with 48 coaching sessions to help you, as you stated in your Coaching Assessment, "get organized and focused on a path, and of course increase my listings." However, we noticed that you've only completed 4 out of the 48 sessions.
  
  We have taken your concerns seriously and have addressed them accordingly. I'm glad to inform you that we have found a resolution that works for everyone. We truly wish you all the best in your future endeavors and hope you continue to find success in your real estate career.
  
  If there's anything else we can assist you with, please don't hesitate to reach out.
  
  Warm regards,  
  ************************; 
  Director of Client Experience  
  

  Customer response

  08/23/2024

  
  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

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against Tom Ferry **************** concerning their unethical and unfair cancellation policy.I recently decided to cancel my coaching service with Tom Ferry due to a new professional opportunity. However, upon contacting their customer service to cancel my contract, I was informed that I must pay the remaining balance of $6,320 for services that I will not receive. According to their contract, they require the full payment upon cancellation, which I believe is both unreasonable and unethical.Furthermore, the customer service representative sent me an email threatening to charge me collection and legal fees if I do not pay the remaining balance. I find this practice to be coercive and unjust. It is not right to charge customers for services that will not be rendered, and the additional threat of legal action exacerbates the situation.I need help from the Better Business Bureau to address this issue. I request that Tom Ferry **************** be required to amend their cancellation policy to be fair and ethical, ensuring that customers are not unfairly charged for services not received. Additionally, I ask for your immediate intervention to resolve my case without the imposition of the remaining balance or any additional fees.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue promptly.Sincerely,******

  

  Business response

  06/28/2024

  Dear ******,

  Thank you for reaching out and sharing your concerns with us.

  We understand that the 12-month coaching contract might not have met your expectations. Our terms and conditions do outline the commitment for the full duration, but we strive to be as accommodating as possible to our valued clients.
  
  I'm glad to see that you worked with our *********** Team and reached a resolution that included a nominal fee for early exit. We've also ensured that your account has been inactivated, so no further payments are required. 
  
  We genuinely appreciate your understanding and cooperation throughout this process. Your feedback is invaluable to us, and we wish you all the best in your future endeavors.
  
  Warm regards,
  ************************* Director of Client Experience

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, I've joined the coaching program in the end of March , 2024. I did like my coach but there is some personal/family thing happened so I have to move back to **** for a while. I tried to email the customer service for discussing about the pause or cancel the coaching program options. Yes, they did reply me, but not in Email! They will have someone else to contact me by phone. So few days later,I got missed call and voice mail from them. I " DID" call back and there is " Always" no one to pick up when i phone back. Every time it's voice mail!!!!Another funny thing is one time i finally see them called back, but just rang for one sec. I don't even have enough time to pick it up. When i immediately call back, no one pick up again.Of course, few weeks have passed, and i got charged another month of money again.It's totally not funny , and very disappointing and frustatring dealing with a company like this.

  

  Business response

  06/24/2024

  Dear ******,

   

  Subject: Follow-Up Regarding Your Tom Ferry Coaching Membership
  
  Dear ******,
  
  I hope this message finds you well.. You had signed up for an annual coaching membership, and due to your circumstances, we made an exception to accommodate your specific situation.
  
  I wanted to inform you that it appears the situation has been resolved. If you have any further questions or concerns, or if there is anything else we can assist you with, please do not hesitate to reach out to me directly at ********************************* We are here to support you in achieving your goals and ensuring your experience with Tom Ferry coaching is positive and productive.
  
  Wishing you all the best and continued success,
  
  Warm regards,
  
  ************************* Directory of Client Experience

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT SIGN A CONTRACT WITH TOM FERRY. I started in *********** early 2023, and I sought out help from the Tom Ferry team. I signed a contract, I had to pay $2,200 a quarter for a year. It stopped doing real restate about half way through my contract, because I wasnt making ANY money. Only spending money on Tom Ferry Coaching. I called many times to try a cancel my account, and asked about early buy out. They would not let. In fact I had got two new jobs to try and keep up with my bills so I couldnt even make the coaching phone calls, and they threated to bill me for that! I pleaded with them to cancel my contract, Since I had ZERO use for the coaching, I didnt have time for coaching between two jobs and school, and I certainly could not afford to pay $2,200 for a service I CANT EVEN USE. Tom Ferry is extremely greedy, takes advantage of people and has zero regard for the personal situations of their customers. GROSS.

  

  Business response

  05/23/2024

  
  
  Dear *******,
  
  Thank you for taking the time to share your experience. We value all feedback as it helps us improve our services.
  
  I understand your frustration and the challenges you faced. As noted in our records, you enrolled in our Core Coaching program in June 2023, and annual contract which included 24 coaching sessions with payments to be made on a quarterly basis. Our records show that you utilized 18 of those sessions. In November 2023, you informed us that you and your boyfriend were starting a new business, but you planned to continue working in real estate until the new venture was established. Your last coaching session with your coach took place on February 22, 2024.
  
  In January 2024, you reached out to us expressing your desire to cancel the coaching service as you were no longer pursuing real estate. During our discussion, you acknowledged that the coach was assisting you with your transition from real estate to your new business. After conversing with our client care team, you agreed to continue with the coaching program.
  
  We understand that your circumstances may have changed, and we genuinely want to assist you. Please contact me directly at ************ so we can discuss your situation further and find a resolution that works for you.
  
  Thank you for your understanding and patience.
  
  Best regards,
  
  ************************; 
  Director of Client Experience  
  *** Ferry International
  
  

  Customer response

  05/23/2024

  Sep 21, 2023. I called customer service and pleaded with them to cancel my contract. *** requested A refund for the time I had left, And that I wouldve paid the prorated rate as if I had just signed up for Quarterly and not the Annual. Your customer service of course told me they could absolutely not do that for me. There was no option to do that. The best they could do is put my plan on hold for a month. To be honest, I didnt want to stay on with the coaching program during my transition from real estate into a different profession. I felt like I was forced into it by the tom ferry team. I didnt express that to my coach, Because she was very kind and just trying to help me. And obviously, she doesnt have any say in the matter, because she told me that I could get credited back the time I hadnt usedwhich wasnt true Tom Ferry program, would, obviously never give money back.

  

  Business response

  06/04/2024

  
  
  ---
  
  
  
  Dear Desirae
  
  Thank you for your follow-up message. I appreciate you taking the time to provide additional details about your experience.
  
  We understand your concerns and regret any frustration you have experienced. We offered to put your plan on hold for a month to provide some flexibility during your transition.
  
  We strive to support our clients in every possible way,  I would like to discuss further.
  
  Your account has now been closed, and we want to ensure you receive the assistance you need moving forward. Please contact me directly at ************ so we can discuss the next steps and explore any possible solutions that *** be available.
  
  I look forward to speaking with you and finding a way to assist you further.
  
  Best regards,
  
  ************************; 
  Director of Client Experience  
  *** Ferry International
  
  ---
  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for the Tom Ferry coaching for $1300 a month and then the next week I found out I was getting divorced and could no longer afford the program with alimony, paying for house , etc and asked if I could please cancel and resume later. They said NO. Its been more than 3 days and youre stuck in the contract. **************** gave me a bunch of excuses that this is when I need to have a coach to make it. Total Nonsense all I could do was go down to their core program for $750 a month ( which I still cant afford now). If they were here to really help agents succeed, why do they lock you in a contract??? And to add fuel to the fire, the amount of coaching and information received is not even close to what was presented and teach you what I learned 20 years ago in real estate. Also, the coaching is pathetic and are always in a hurry to get off the phone. Please help me get out of this situation BBB. ITS MORE IMPORTANT FOR MY SON TO RECEIVE MONTHLY MONEY FROM THE DIVORCE THEN TOM FERRY. I will let this go to collections before this continues. Id hate to since I have perfect credit but my boy comes first. Thank you.

  

  Business response

  04/16/2024

  Dear *****,

  Thank you for sharing your situation and concerns via your Better Business Bureau review. We greatly value your feedback and understand how unexpected life events can deeply affect ones financial obligations and personal circumstances.
  You began your journey with us in the Elite coaching program, where you completed 4 sessions within the first month. Following your notification about your impending divorce and the financial strain it has caused, you chose to move to our more cost-effective Core coaching program and took part in 3 additional sessions. Please note, there remains one coaching session that has not been settled financially.
  I have attempted to reach you via two voicemails to offer further assistance during this challenging period. I encourage you to contact me at ******************************** so that we can discuss how best to support you moving forward.
  Thank you for your attention to this matter, and I look forward to hearing from you soon.
  Best regards,

  *************************

  Director of Client Experience

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They took my money, the coach ghosted me, i complained and they terminated my account.

  

  Business response

  02/15/2024

  Dear ******************,
  
  Thank you for reaching out to us with your concerns, which have been thoroughly reviewed in response to your complaint filed with the Better Business Bureau.
  
  We understand that you enrolled in the Tom Ferry Core Coaching 12-month program and after participating in two coaching sessions, you decided that this program was not the right fit for you. We respect your decision and acknowledge that finding the right coaching program is essential to meet your individual needs and expectations.
  
  Upon your request to cancel your participation in the program, we acted promptly. We are glad to confirm that your request was granted, and you were released from the program as per your wish. It's important to us that our clients feel they have the flexibility and support to make decisions that are best for their personal and professional growth.
  
  Further, we have conducted a detailed review of your interactions with our coaches. Based on our findings, we found no evidence to suggest that our coaches failed to engage with you or "ghosted" you in any manner. We take pride in the professionalism and dedication of our coaching staff, who are committed to providing quality guidance and support.
  
  Additionally, we assure you that no additional charges have been, or will be, applied to your account following your cancellation. We have taken every step to ensure that your financial obligations were concluded with your last payment, which covered your initial two coaching sessions.
  
  Please feel free to reach out to us directly if you have any further questions or concerns. We are committed to ensuring a satisfactory resolution for all matters brought to our attention.
  
  Warm regards,

  *************************
  Director of Client Experience
  Ferry International

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In 2022, I started coaching with Tom Ferry after a call from a sales representative in Aug. Initially, I informed them of my financial **************** inability to start until Nov. However, within 2 weeks, I was assigned a coach & told that not starting immediately ,may result in losing this coach which concerned me. Worried about ending up with an unsuitable coach, I decided to start right away.I believed the coaching contract would become monthly after the initial 12 months, per the initial sales call. In mid-August23, I signed a contract renewal, assuming it maintained month-to-month flexibility.Unfortunately, my business's sales dropped 50% from the previous year, causing significant financial stress. I was charged for coaching twice in the same month, explained as 2nd payment is the new contract renewal.I conveyed my financial ************************ to commit to another yearly contract. They mentioned a client care rep would contact me, but I received no call.Upon my follow-up, I was informed that nothing could be done. I reiterated that initially a month-to-month arrangement was told, but later, I discovered that sales rep had left the company. I inquired about switching to a month-to-month plan, and they agreed to send a modified contract & promised to confirm over the phone.However, I received neither the call nor the modified contract. When I called the next day, I was told that a switch to a monthly plan was not possible after consulting their supervisor. Frustration and stress mounted due to my financial situation. I requested to speak with the supervisor, but I was informed the supervisor was on vacation. I then asked to speak with their backup, but my request was denied, citing prior consultation with relevant parties.Due to my ongoing financial strain & the recent contract renewal, I urgently seek to cancel the new contract. Despite repeated requests, this issue remains *********** *** implore a swift resolution to prevent further financial burden.

  

  Business response

  10/03/2023

  ***************,

  I am glad we spoke today.  As discussed we have addressed your concerns without further obligation.

  We wish you all the best,

  *************************

  Client Success Senior Manager

  Customer response

  10/03/2023

  
  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

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trying to cancel my contract. First, I thought it was monthly not a year long contract. I tried to cancel and the agent told me it cant be canceled, was then threatened with it going to collections and damaging my credit. They give you an iPad to sign the contract quickly with no time to review. The month to month payment is deceiving. I liked my coach but as soon as I joined he took a two week vacation then another week off an event. To me this is breach of contract when paying this amount of money. I was to cancel and be refunded for the last month of services I havent taken.

  

  Business response

  09/27/2023

  Hello ****,

  I want to assure you, we conducted a thorough review of your coaching program, timeline and experience.  You mention that you were unaware of your contract being a 12 month commitment, however you signed the terms and conditions which state this fact, your sales consultant explained that this was a 12 month commitment and a first impressions customer service representative reviewed those terms with you on a one on one zoom call. The other point you made was lack of funds and needing to cancel prematurely-   It is difficult to be a new realtor in a new city and it does take time to reestablish yourself.  Unfortunately you were only able to complete 3 months of coaching due to your financial situation.  I would love to chat further with you to see if we can address your concerns.  I look forward to working with you!

  all the best,

  *************************

  Senior Manager Client Services

*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. ↩