ComplaintsforHomebot, Inc

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a relationship with Black Knight. HomeBot and Black knight were in partnership. When they ended their relatinship with Black knight my services stopped, but they kept charging me. I was told i didn't need to do anything so when I just logged in I was shocked nothing was being sent until June 2023. ******* said I needed to do something on my end when they ended their relationship with black knight. I asked for a refund since nothing was being done and they said I only had 24 ho urs to file a complaint.

  

  Business response

  02/26/2024

  Background: Homebot recently sunset our relationship with a 3rd party reseller of our product (Black Knight).  We can see that **************** switched his account from Black Knight to Homebot direct on June 20, 2023. Before switching Mr. ******* account from Black Knight to Homebot, we sent out communication with the next steps on how to ensure a successful transition. The messaging also included directions on how to turn on his digest settings (please see screenshots attached). We can see that the email was successfully received by Mr. ******* email ********************** and was opened multiple times before he transitioned his  account. 
  
  Additionally, we can see that Mr. ******* ******* information indicates he is a loan officer, but his current Homebot account plan is exclusively for real estate agents. If he is a real estate agent, the ******* information in his account will need to reflect the title listed on his account. Otherwise, he will need to switch to the individual lender plan. As a loan officer on Homebot, it is also required to include his NMLS ID. These requirements are detailed in paragraph 4 in Section 2 of our Terms of Service "Restrictions and Limitations on Use": **************************************************
  
  Resolution: Given the series of events above, we feel we did everything we could do make sure Mr. ******* transition was seamless. If he had logged in after his transition, he would have noticed the digest was not sending much earlier. In order for **************** to remain on Homebot, he will need to clarify his status as a real estate agent or loan officer with our support team, so we can remain compliant. We value ******************** business and hope we can continue to work together.
  
  I will serve as the further POC on this matter and please let me know if there is anything I can do to assist with getting this issue resolved.
  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was originally on a user of ********************** under a Black Night agreement with MLS and HomeBot. That contract expired and HomeBot gave 6 months for users to continue. I never agreed to continue and yet my bank account was charged anyways. There is no way to cancel an account from within a users account. I reached out to the company on 9/26 at 2:30pm PST and the charge was on 9/25 but still pending with my bank on 9/26. They refused to give me a refund even though I never agreed to continue on with my subscription. I simple want my money back and my account closed.

  

  Business response

  11/06/2023

  Background: Homebot recently sunset our relationship with a 3rd party reseller of our product (Black Knight).  All Homebot subscribers (including ************) that purchased our product through Black Knight had access to an in-app conversion flow that allowed them to pass their credit card information to Homebot to avoid cancellation when the reseller relationship sunset.  We communicated both in the application and via emails all of the context of the transition to over ***** individual subscribers, including a disclaimer in the final stage of the transition flow indicating that their credit cards would be charged after a 30 day transition period (see screenshot below).  We had every indication that ************ wanted to continue his Homebot subscription and accepted our disclaimer. 

  Resolution: All that said, we gave ************ the benefit of the doubt and fully refunded him for all charges $108.92 on Oct 23rd, 2024.  His account with ********************** is terminated to ensure he will not see any further charges.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Together with my lending partner, I participated in a lead contact program where Homebot sends email digests about home values to a list of customers. As the digests were being mailed I was getting emails and calls from people saying that the address of the home they got was not their home. I contacted the company over the course of 30 days to try to get a list of the incorrect emails and at no time would they produce the information. I then disputed the charges as the outcome was not of a good business nature. No potential business was conducted and many recipients were complaining to me. I contacted the lender and he attempted to assist me and soon found all the same issues. I sent a notice of cancellation and refund request which was not responded to. No one will answer the phone when I call and I have no choice but to report this business as it has been a nightmare to deal with. They over charged me on the first charge which I disputed and then charged my card many times where I was not getting any service. All these disputes were filed with the company in one detailed email with dates and amounts. To this day I have received no communications from them and the cancellation was sent yesterday. I am very unhappy with the communications, the charges beyond what I agreed to and the type of business they run is not accurate causing my reputation and my lenders reputation to be tarnished.

  

  Business response

  07/21/2022

  We responded to **************** request and cancelled her account. She was not charged after her request. With respect to any excess charges, she was sent emails saying she would be charged additional amounts due a system error, but those fees associated with the erroneous emails were never charged to her card. 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed up on 6/24 and was unable to reach anyone at the company to assist me explain the platform. Asked to cancel and refund and they refused. I think if you pay for a $200 setup fee, someone should contact you and assist. I want a refund.

  

  Business response

  07/05/2022

  The customer claims they signed up on 6/24, and subsequently said they requested a refund. Per our system, the customer shows to have signed up on 6/22 (initial invoice for setup and first month of service is attached). I checked with our customer support team, and they provided the following details:

  "****** came in through Intercom asking about a $24 charge to her account and for more assistance on the platform. (It was explained that) the charge was a prorated charge on her billing cycle for adding (an add-on). I also offered 1:1 best practices training and resources to help her get started. I didnt hear back from her on Intercom after that. It looks like she called in on the 23rd and another CS rep reached out and left a voicemail + follow up email. ****** asked for a refund and the rep explained that since we are month to month service, we are unable to offer a refund. The rep referred back to our Terms of Service reiterating that we are unable to provide a refund. (After internal escalation, our CS Director asked the rep to) reach out to (our accounting team) directly regarding Kristis request (for a second opinion). The rep also followed up again by way of voicemail and 2 more emails noting that we are unable to provide refund, but that we could offer a one-month credit along with 1:1 best practices training."

  The customer informed us that she would cancel her account with us, which we obliged.

  In conclusion, the steps taken by our customer support and success team were wholly in alignment with our Terms of Service and general best practices, as far as offering a credit to the customer, along with training opportunities. Again, our ToS clearly states our billing practices, as detailed under section 10. Fees and Payment Terms (attached and linked: https://homebot.ai/terms-of-service).

   

  Sincerely,

  *******************************, Director - Finance

   

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