ComplaintsforHomeASAP LLC

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged for the service and never heard back once I paid them. A couple days later I called and they said there was no record of me and tried to change me again. I then sent in a screen shot showing I was charged and they still refused to refund my money

  Business response

  04/04/2024

  Request for the agent to formally remove this BBB complaint as he has removed several 1 Star social media reviews. 

  We believe that this complaint and the reviews were made in haste before the Sales Manager contacted the agent and fully resolved the issue by locating the payment accidentally attached to another READ member with the same name. 

  Confirmation of refund, activated service and a one year free extension of service for the processing error is included in the attached document. 

  Instructions to activate the free post feature of the subscription is also included along with instructions on how to use the READ Agent Dashboard to manage leads and services and to update the card information on file to avoid interruption of service and the necessity to reactivate service under MLS regulations.

  While we do send a friendly reminder ** days prior to upcoming auto-renewal charges we encourage our members to mark their own reminder at least a few weeks before the ******** renewal in case the Pre-Renewal Notice does not get their prompt attention.  
  

  We look forward to service the agent's needs by direct contact to our Customer Support Team for any technical support or general questions at ************ / Sales at ************ to order additional services or check in on current Special Offers / Billing at [email protected] for any billing concerns. 

  Encouraging the agent to reach to our offices for any support before filing any additional complaint or social media review as we are here to help to make the most of our members valuable marketing dollars. 

  Customer response

  04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** ******

   

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I did not order this service from HOMEASAP and it showed up as a charge on my VISA! I do not want this service. Please remove me from your records and immediately refund my $*****. This is imperative as I do not want to have to report this as spam to my credit card company. I have left phone messages but no one has called me back regarding this matter! Please send confirmation of removal of this service from my records. I am not willing to include any personal VISA information with this complaint as someone has obviously pirated my information for their own use!

  Business response

  02/08/2024

  SUMMARY

  ***** ****** is a real estate agent and member of the Real Estate Agent Directory (READ) *powered by HomeASAP LLC.
  This agent purchased Page Engage Search annual subscription on 1******* through the agent personal Facebook page or email address. The agent was then provided steps to activate the service. Unfortunately the service was not activated.

  A review of our files indicates we had not received any requests for cancellation prior to ******** after business hours.
  Terms of Use provide that no refunds are warranted outside of 30 days after purchase but due to the agent no completely the steps necessary to get service set up I have refunded the most recent renewal charge and removed the agent from The Real Estate Agent Directory as a courtesy.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used HomeASAP's Real Estate Agent Directory service (which included auto-posting to my ** business profile) for 2years. the *** on the service was not worth it so I did not want to renew for a third year. On the morning of 9/10 the service renewed. I contend that I did NOT receive the 30 day renewal notification as their *** states should happen. Within 30 minutes of receiving my bank alert of the transaction, I logged in to my HomeASAP account and cancelled my service. account told me that the service would be cancelled effective immediately, there would be no more postings to my ******** page and that I had a credit of $148 to use towards another service. I called several times and got no answer so then I emailed the support team. I informed them that it had not even been 1 hour since the renewal charge/my cancellation and that I was 100% certain that they had no other service that I would be interested in using. Several days later the rep responded to my email stating they would not issue a refund. I immediately replied and asked What they intended to do with my money if that was the case because I DO NOT want any of their other products and the service was cancelled effective immediately. SO are they simply going to hold on to $150 indefinitely ?? None of that makes sense. I asked to escalate this to mgmt. Several days later a rep told me they would escalate my request and that it might take 5-7 business days for a response. Well, what happened after that? 1. The service that I was ensured was cancelled continues to post to my ******** page 2. I've waited 5-7 business days for a response to my escalation request. On the 7th business day I received *another* email stating that it would take another 5-7 days 3. Worst yet - I still have not received my refund !!! I will make sure that I warn every single new agent that I onboard in to my organization to NEVER use HomeASAP. They are not worth it at all. Communication is horrible, *** is zero at best.

  Business response

  10/12/2023

  ***** ********* is a real estate agent and member of the Real Estate Agent Directory (READ) *powered by HomeASAP LLC.

  
  This agent purchased *** **** ****** annual subscription on 9/10/2021. We received an email requesting cancellation on 9/10/2023. We then reached out to advise the service was set to cancel at the end of the billing period per Terms of Use as agreed to at checkout. 

  
  We received a response from the agent on 9/11/2023 again asking for a refund. We again provided our Terms of confirmation that the agent received and opened the renewal reminder email sent to the agent before the subscription renewed. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unauthorized charges below: 08/04/23 08/04/23 ************ *************** #***************** $89.49 08/04/23 08/04/23 ************ *************** #***************** $149.00 I did not authorize these charges. I've left several voicemails and emails. No one has attempted to reach out to me regarding these charges. I've already contacted my credit card company filing a dispute and blocking this company from any further future charges. This company is a scam. If they are reputable why not return my multiple requests left via email and voicemail?

  Business response

  09/28/2023

  This agent purchased *** **** ******, My Home Value annual subscriptions on 8/1/2021 and Property Poster monthly subscription on 12/6/2021. This year on 8/1/2023 the agents *** **** ****** and My Home Value subscriptions renewed at $149.00 and $89.49 and as we did not receive a request for cancellation until after they had renewed. Terms of Use provide subscriptions are renewed until canceled by the agent.

  
  After requesting cancellation on 9/25/2023 the agent was advised on 9/26/2023 there was no refund due on the account per Terms of Use as agreed to at CheckOut and then was given a list of options.

  
  The agent then responded on 9/27/2023 agreeing to keep services until the new renewal date in 2024.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SERVICE WAS CANCELLED LAST YEAR 2022, RE INVOICED THIS YEAR 2023!!! Need refund of monies paid and ensure they have closed the account again!!!

  Business response

  09/19/2023

  A review of our files shows that **** ***** carried paid services through a free READ account membership from 2019 that cancelled in 2020 when the annual auto-renewal payment failed to clear the credit card placed on account.

  He then rejoined READ on 1/16/2022 and order an annual subscription to Page Engage for ********* on 8/11/2022 and disputed the annual renewal payment. 

  The dispute has been resolved and the agent will receive a refund directly from the bank by the funds being held in dispute. 

  It is not possible to refund payments being held in dispute as had been advised to the agent,

  All claim fees have been waived as the agent's subscription and membership have been cancelled. 

  The Agent Profile has been removed from the national directory and all emails removed from our contact files to avoid future READ offers under Section 11 of **********************************

  The agent should receive no correspondence from READ *powered by HomeASAP in the future. 

  We sincerely apologize and wish the agent every success. 

  ******* 

  Director of Billing and Operations 

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company provided incorrect information about me online. They claim to be a social media management service that would automatically post the homes I had for sale onto my ******** social media page. They did not perform this service. None of the homes I listed were ever posted and the homes that they did post were not in my area and had nothing to do with me. They claimed to create ads, ads that no one ever saw run, not even myself, and provided absolutely no results. This took place from 2021 through 2022. I requested they cancel my service in June of 2021 and they did not process my request. I requested again in Dec of 2022 but they are still using my information fraudulently. They have my incorrect information being used on their website and are not removing it despite my requests.

  Business response

  09/20/2023

  The Real Estate Agent Directory (READ) * powered by HomeASAP manages several different types of services for over 750,000+ READ members in the ** * ******. 

  As advised in correspondence direct to ********* ****** ******* after her husband ****** posted a 1 star review on social media, she has not carried any active services through READ since 2022.

  ********* carried several different types of services from 2021 through 2022 when services were schedule for Cancellation at Period End according to her request and in accordance with Section 12 of ********************************** agreed at each purchase. 

  While some of the services were direct lead generation services where the link provided in posts was to actual properties in her ***, other services purchases were general images and real estate posted content intended to generate engagement with her ******** page. 

  Any free posts included with membership are based on the Office and Agent ID that the agent provides directly to their Agent Profile which is managed directly by the agent. 
  

  All services were receipted for scheduled cancellation and confirmed to the agent and to her spouse by 2022 and recent correspondence. 

  The free READ accounts opened by the agent have been deleted to avoid any further READ offers advised and the agent has been requested to accept this response and to update/remove the 1 star social media review as any active services being referenced are not through this company. 

  We do regret that the agent did not get good results from the highest rated services available in the industry that serve so many agents so well that we carry an A+ Rating with the BBB and 4.4 stars on ****** Review.

  HomeASAP wishes the agent every success in their business ventures and are available to answer any additional questions or concerns as advised in our email correspondence. 

  *** *

  Director of Billing & *** ********** 

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

   

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has been unethical and highly unprofessional. They renewed a contract and charged my account for the renewal. Once I was aware of it I immediately let them know in writing that I did not renew this and to cancel and refund my money. The marketing service they provided has never provided me with even one lead over the past year. As of today they have never cancelled my contract or refunded my $149.00 that they charged to my card. This is pure fraud what they are doing.

  Business response

  08/03/2023

  As stated herein and in the dispute email sent under separate cover to the agent the agent will receive a
  full refund of the payment in dispute if evidence of claim removal is provided to our offices.
  

  Otherwise, no response is required from the agent as we will submit the claim response, wait out the 90
  day review/decision process afforded to the bank and the account will be subject to a balance due for
  costs and claim fees incurred by HomeASAP in the dispute process as the agent has agreed to
  reimbursement as outlined above.
  

  We are sincerely hoping to receive evidence of claim removal so that we can monitor the account daily
  and process a full refund as soon as the claim has cleared the payment and fees back to the READ
  account. We have scheduled READ membership cancellation at resolve of the dispute.
  

  As a company who carries an A+ rating with the BBB we are requesting that this complaint be
  considered as a misunderstanding from the agent as he filed BBB before reaching out to our offices at
  receipt of claim notification.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had used Home ASAP in 2020 when I was a real estate agent. After canceling the service I was charged again. I had to call my bank to dispute it. I thought that was the end of it. I have not worked in the industry since. In May 2023 I saw a charge for $149 on my new credit card for the same service. I have not used this service in two years. There is no reason for this fraudulent charge. Do not use this service. I don't even know how they got my new credit card number.

  Business response

  05/25/2023

  ******* ordered a $149 annual subscription to *** **** ****** ******* *** feed information to her READ site on 4/1/2021.

  
  The agent states that she cancelled the service after leaving real estate however there is no evidence that she cancelled online at ****************************************** from her **** ***** ********* available since purchase or had contacted our offices to notify us that she had left real estate and needed to cancel service.

  There is a note on record that this agent posted a 1 star review on BBB stating in 2021 that she wanted to cancel monthly charges and $300 worth of charges billed for posts.  
  We had reached out to the agent advising that she had no monthly charges and that posts are included free with her $149 annual subscription. We provided ******* with a link to her **** ***** ********* and our CS phone lines as well as offering her the opportunity to reach back to our office to clarify service and charges.

  The agent has been advised that if (and only if) she removes the active dispute we will provide her with a full refund of the autorenewal payment as a courtesy to the Terms of Use agreed.

  Otherwise, no response is required from the agent as we will submit the claim response, wait out the 90 day review/decision process afforded to the bank and the account will be subject to a balance due for costs and claim fees incurred by HomeASAP in the dispute process as the agent has agreed to reimbursement as outlined above.
  

  We are sincerely hoping to receive evidence of claim removal so that we can monitor the account daily and process a full refund as soon as the claim has cleared the payment and fees back to the READ account. We have scheduled READ membership cancellation at resolve of the dispute as the agent has indicated that she is no longer in real estate.

  As a company who carries an A+ rating with the BBB we are requesting that this complaint be considered as a misunderstanding from the agent as she filed BBB before reaching out to our offices at receipt of claim notification.

  We are seeking to resolve this matter as quickly as possible for the agent. 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my contract with this company a year ago, they charged me for service January of 2023 AFTER I already cancelled and refuse to refund me.

  Business response

  02/24/2023

  After requesting cancellation on 1/9/2023 the agent was advised there was no refund due on the account per Terms of Use as agreed to at CheckOut. The Billing Department Director then contacted the agent to advise of options. Due to the level of escalation the Billing Director advised the agent that her susbcription was canceled and refunded as requested.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a promotional email from HomeASAP LLC for services "create, post and manage" posting to my ******** business page called Page Engage for ******** for $44.79 a year. Since day 1 I had issues setting up my profile for which I tried to contact them over the phone 2 days in row from signing up and send them an email. Nobody picks up the phone, mailboxes are full and emails are not responded. This is not the type of services (unresponsive) that I would like to invest, soI cancelled the subscription within 2 days of signing up but HomeASAP forced me too accept terms that not money will be refunded as service will run until the end of the period or receive a credit towards another product which I do not want due to the lack of responsiveness from their customer service.

  Business response

  02/02/2023

  This agent purchased **** ****** annual subscription on 1/25/2023. We received an email requesting technical
  assistance on 1/26/2023 and when no respond was given to the agent we then received a request for cancellation on
  1/27/2023. In managing 667,000+ READ members we do ask our members to allow us 3-5 business days to respond to
  all customer service requests

  
  The agents subscription was then promptly canceled and refunded as requested by our Billing Department.

*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. ↩