Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my home put on the market September the 6th. During this time up until today, we have not had one showing even after reducing the price over *********. **** Spain never gave me a guarantee offer or returned my phone calls or text messages. Im done with them and have now taken my home off the market. They just wanted me to sign up and get them a 6% sale commission. Not happening! I feel like it was a waste of my time

  Business response

  10/28/2024

  Hi ********, Thank you for taking the time to leave feedback on your experience. We are sorry to hear that you were not satisfied, that is not the experience we strive to deliver! Mark Spain Real Estate values leading with a servant's heart and working tirelessly to exceed our clients real estate goals. We understand from your feedback that you would not like any further contact, however, we would be thankful to connect with you further to learn more! If you would like to share more information for us to continue growing and improving, please email us at ***************************************** Thank you! 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So one of **** spain workers her name is *********************************, she came to my home and took videos and said in 5 days i should be getting offers on my property from investors to sell to, i told her i am not interested in listing my home she said no problem she told me i can always cancel agreement if i want to i also let my realtor friend talk to her and i said ok sounds good now two days later im getting emails and calls that they coming to take pictures of my home and to put a lockbox on, which i never agreed to i told her i do not want my home listed and she gave me her word plus she said after 7 days it could be listed and i told her no i dont want that, she said no worries it wont be. Please i am not selling my home i wont be moving anymore. Remove my home from **** spain database thanks

  Business response

  08/09/2024

  Hi ******, Thank you for taking the time to provide feedback! We have sent your review to our Director of Sales, they will be in contact with you shortly to look further into this and address your concerns. 
  

  Customer response

  08/10/2024

   
  Complaint: 22101293
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  they are still harassing me sending me concierge bs to my email please stop harassing me do not email me do not call me! Please remove me

  Business response

  08/26/2024

  Hi ******, We have confirmed that you have been removed from all email communication. However, if you receive any more, please feel free to email **************************************** and we will be happy to help! Thank you!

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We used a new service, Homeward. It was explained we would get more money than with a standard OpenDoor type company. At the time, the **************** had been in place 2 weeks. I was concerned about the lack of info our original agent could provide. There was an obvious lack of training provided to agents but we had heard good things about the company. We lost our original agent due to in-house politics but didn't find out for a week. Our new agent was knowledgeable but busy covering our lost agent's clients. Although Homeward bought our house and paid us the initial partial cash-out payment upfront, it was not clear in any communications or paperwork that we had to continue maintaining the landscaping, pool, and utilities until Homeward sold the house. We had been told the home would be cleaned after a team went in to do the painting and minor repairs. When the pictures were taken and uploaded to real estate sites, there was NO quality control. Areas needed work, ********* tape was on the walls, and NOTHING HAD BEEN CLEANED. THE HOUSE LOOKED DISGUSTING AND THIS IS HOW THEY LISTED IT. We were asked to fill out a form including desired sale price. We thought this was strange since the house was no longer ours. We input the selling price our original agent suggested. What should have been done, that we should not have had to think of, was to have new comps run. Prices had dropped, so it ended up being overpriced. We understood Homeward had a schedule for price drops. But, with overpricing and disgusting pictures, the house may have been on the market, but it was NOT marketable. It ended up being on the market for 6 months in an area where most properties were getting offers within 7-15 days. When sold we discovered there was no final payout as it had been spent on extra repairs and work, a fact we were not told. Although financial compensation for our losses from lack of knowledge and communication would be great, we mostly want to register the complaint.

  Business response

  05/30/2024

  Hi ***, Thank you for taking the time to share details about your experience. Mark Spain Real Estate strives to remain transparent during the entire transaction, trust is one of our top priorities when working with our clients. We are sorry to hear about the miscommunication between your agents and have notified our Director of Sales to reach out to you to learn more! 

  Customer response

  06/03/2024

  I look forward to hearing from the sales ****

  Business response

  06/14/2024

  Hi ***, Thank you for taking the time to submit a review. Mark Spain Real Estate is dedicated to delivering an unparalleled client experience and we are sorry to hear about the miscommunications you experienced. We are committed to consistent communication and remaining transparent throughout the entire transaction to ensure a smooth process from start to finish. We have forwarded your communication to our Director of Sales, they will be in touch! 

  Customer response

  06/17/2024

  Thank you for your response.  NOTE:  the property in question was *************************************

  Business response

  06/17/2024

  Thank you for letting us know about the address to the home! Our Director of Sales has attempted to call twice in regards to your feedback, he is going to try again and email you! We look forward to connecting with you. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company with the help of *************************** tried to defraud me out of my equity, without my knowledge making me pay the buyers closing cost they have unethical practices once I gain knowledge of this. I told him I wouldnt and they said Im gonna as if they was gonna make me pay the buyers closing costs. Told me I must go through with the sell or the buyer will come after me. In which was a lie.

  Business response

  07/26/2024

  Thank you for providing feedback on your experience! We have sent your review to our Director of Sales, we look forward to connecting with you shortly.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Excessive radio and TV commercials, excessive billboards along highways, destroying my life

  Business response

  01/23/2024

  Hi *******, Thank you for your review and feedback on our advertisements. We are grateful for today's landscape to ensure we are reaching as many families as we can to sell or buy their next home. We have forwarded your complaint to our Director of Sales! 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am actively working to buy a property located in ******* **. A seller contacted my company to sell who we went under contract with and have a set closing date for ******** The seller contacted us this week notifying us that they got a higher offer and they were seeking to terminate (which our contract does not allow for).The next day (12/14/2023) *****************, a representative of Mark Spain Real Estate, a competitor to my company, contacted my company on a recorded line and asked for copies of the contract, she had the seller on the line, and she advised my company that she was under contract with the seller representing him as a realtor and that she was familiar with groups like mine and that she was helping the seller. I advised her that we have an enforceable contract and notice of interest against the property. Today (12/15/2023) the seller becomes in breach of contract and is now actively working with an attorney to try and terminate on an enforceable contract. Its obvious that ********, who works for a competitor of my company, Mark Spain Real Estate, has made an offer on the property and had encouraged the seller to become in breach of contract. This is not only bad advice for the customer as we will now enter into an expensive litigation case costing the seller considerable time and money - but it also represents what seems to be a textbook case for tortious interference.

  Business response

  12/27/2023

  Hi *******, Thank you for sending us your information on your experience with our agent. We have connected with our Director of Sales, they are actively looking into this! Mark Spain Real Estate values leading with a servant's heart while reaching our clients' real estate goals. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started working with Mark ********************** and his agent ***************************** on 07/20/23 to shop my property among its cash offer investors for a quick sale. I made a mistake I was a little too trusting of their agent *****************************. I gave ****** extra trust because he is a fellow agent. My license is in a paused state and I thought it would be more profitable and quicker to work with an active agent so I decided to work with him. The problem with ****** started when he had me signing disclosure docs regarding my home and slipped in the listing agreement with a one year term but never discussed it with me. I found out about it when his office email me saying thanks for listing with us on 7/20/23. I reviewed that email at a later date and checked the docs attached to find the listing agreement. I only wanted my property pics shown to potential cash investor to see the best over I could get then make a decision on what I wanted to do from there. I had a conversation with ****** about the listing agreement and told him we did not discuss a exclusive listing agreement or any listing agreement. I told him I didn't want one. I also was clear with what I wanted when explaining the services I needed from him so he knew I didn't want listing agreement. He assured me not to worry and that he would cancel anytime I asked, he also told me that **** ********************** realty has a policy to cancel the listing agreement when a customer request not to continue to work with them. ****** said he set up the listing agreement that way (signed) so that if and when I decided to list my property all I would have to do is say go to get that process started. He said he also needed a signed listing agreement to work with his cash investors and exclusive listing agreements were the standard at Mark **********************. After being dissatisfied with the investor search using ************** decided I wanted to take the sale of my home into my own hands and requested on 8/14/23 that the Exclusive Listing Agreement be cancelled and to send me a mutual cancellation document as proof. I asked ****** when could he get the doc to me. ****** said he would email the document out on the next day the 15th. On the 15th I never received the document and he did not pick up his phone or call back after I called him. I called the office and spoke with the receptionist ************************* and she said she will get with ****** and management to make sure I got the document emailed today on 8/16/23. I later received an emailed doc in it a message about no longer being active in the *** but nothing that look official cancelling the exclusive listing agreement (No mutual exclusive listing cancellation doc). ******************** called me a couple hours later stating he would get the document to me via email by end of day. He said he had always been a man of his word thru out this process with me and he had only been a little late getting the document to me. Guess what I still didn't get emailed the cancellation. I made it clear to ****************** I needed the cancellation doc before I could move forward with an offer. **************** often does things later than he says and thinks its OK. Message to the public this is not how real estate agents are trained and this is not what the **** expects of an agent when licensed beware of what you sign when working with Mark **********************, *****************************, or any real estate agent. My home has not been listed on the *** or physically shown at my request. I am currently checking with the **** to see if they can help where the Broker Mark ********************** has dropped the ball. This is something that could have been easily solved I even gave **** ********************** Realty and ******* ******** a heads up call. Mark Spain Real Estate Address: ************************************************************************ Phone: **************

  Business response

  10/24/2023

  Thank you for providing specific details of your experience, this allows us to learn more to continue growing and improving! Signing a listing agreement is a standard best practice when working with Mark Spain Real Estate, regardless of the selling program chosen. This protects the seller and the agent to ensure a smooth transaction. Our clients are under no obligation to accept the offers presented and their agent strives to be as transparent as possible to guide the client in a successful sale with full understanding and trust from the first phone call, past the closing table. We have connected with our Director of Sales and agent about your experience and want to thank you for providing us with the opportunity to grow and improve! 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my house from Mark ********************** on march 31, 2023. On July 6, 2023 I had a contractor come to my house because water was dripping from my porch for days. On that day the contractor noted that someone put nails on multiple pieces of the front of my house allowing the siding and decorative pieces to cover the rotted water logged wood. Also on that day he informed me that they painted over some rotted areas around the windows instead of fixing it. While entering the garage and moving a piece of wood that was only recently nailed in he noticed mold and water damage as well. So it seems like someone tried to hide the fact that this house had extensive water damage. I now have to pay over $5000 to get some wood replaced due to negligent misrepresentation on a material fact for the house I was purchasing. I would not have purchased my home with extensive damaged had I known or seen this but instead it was hidden.

  Business response

  10/24/2023

  Hi *********, Thank you for taking the time to provide a review on your experience and provide additional details. Mark Spain Real Estate values remaining transparent and serving our clients in receiving an unparalleled client experience. We were founded on placing the relationship over the transaction and feedback like this serves us in continuing growing and improving. We have connected with our Director of Sales and team internally to inform them of your experience and have connected with your agent on this matter! 

• Initial Complaint

  04/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contacted this company regarding their advertised Guaranteed Cash Offer Program. A sales agent came to the house and was pushy about signing a listing agreement and even pushed a document to me to sign. I advised that I wasnt interested in selling it on the open market and that my my interest was only in the guaranteed cash offer. The agent finally left after taking video both in and outside the house. I was later contacted by an individual asking to come over to inspect the property. A time was arranged and the individual came and inspected the property. We waited for days and heard nothing. I contacted the agent regarding the cash offer and they wanted to come back to the house. I commented that wed need the cash offer first. They stated that I needed to remember that they were now my listing agent and couldnt send me a written offer or simply tell me the offer amount. I reminded them I never signed anything making them my listing agent. Bottom line is I never received an offer. I believe they just wanted a listing and had no desire to make a guaranteed offer. It felt like a scam and was a waste of my time. Bait and switch came to mind.

  Business response

  05/08/2023

  Hi *******, Thank you for sharing your experience. We are grateful to receive feedback from all perspectives to continue growing and improving as a company. We have connected with our Director of Sales to reach out to you! We are sorry for your experience as that is not the service we strive to deliver and will grow from this! Please let ** know if you need anything else!  After filling out the forms on our website and speaking with our Inside Sales Agents, our Exclusive Listing Agents connect with you to determine your selling goals. After strategizing to find the best selling solution to reach your real estate goals. When receiving a Guaranteed Offer, an inspection on the home is completed before an offer can be presented. We strive to be thorough up-front to ensure a ***********! 

  Customer response

  05/08/2023

   
  Complaint: 19969214
  
  I am rejecting this response because:

  The house went through the inspection for the guaranteed offer and the offer was never presented.  On two occasions I requested the offer information from the agent. The agent responded that they wanted to meet with me. I was not comfortable with meeting as they were aggressive in wanting to list the house even telling me that we had an agreement. We did not.  I never signed anything. 
  

  Since the the guaranteed offer inspection was competed I would like to see the offer.  
  

  If this cant be accommodated, then the company falsely advertised the guaranteed offer promise in order to bait and switch.

  I would like the original offer for review and if acceptable for the company to follow through with their advertised program. 
  
  Sincerely,
  
  *****************************

  Business response

  05/10/2023

  Hi *******, We appreciate you for taking the time to allow us to grow and improve from your experience. We would be grateful to connect with you on the Guaranteed Offer program and serve you in selling your home. We are actively in communication internally with our team about your experience! With our Guaranteed Offer program, we would be marketing your home with one of our Exclusive Listing Agents. It is standard protocol for our agents to have an Exclusive Right to Sell Agreement signed and an inspection completed before they can start sourcing offers and marketing your property internally. Under ************** Real Estate Law, the real estate firm must enter into a written Exclusive Right to Sell agreement with you before we are allowed to begin marketing or showing your property to prospective buyers or taking any other steps to act on your behalf.

  Customer response

  05/10/2023

   
  Complaint: 19969214
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  False advertising. I filled out the form under the understanding that I would get a "Cash Offer Today"....Not tomorrow, not in a few weeks. It specifically says: "Get a guaranteed offer on your home, today". Now that I have filled out the form and NOT received a price... I have been called by a scheduler to have an agent come to the house and do an assessment in a few weeks. This is NOT acceptable. They advertise that NO ONE needs to do an open house, come through the house...etc... Very misleading.

  Business response

  05/04/2023

  Hi, Thank you for taking the time to leave us a review on your experience! Our Guaranteed Offer program allows our clients to receive an offer in as little as ************************************************************** as little as 21 days! After you submit the form on our website, our team verifies if your home meets the program requirements, which are listed on our website. After this, a Guaranteed Offer is contingent upon inspection. The program is very sought after with its ability for the client to close on their home with no showings and no open houses. Every client's selling goals vary, it is important to ** to provide a personalized selling experience to ensure we are not only reaching but exceeding the client's real estate goals. We also strive to remain transparent, all of the above information is listed on our website, here.  We have forwarded your concern to our Director of Sales as well with your contact information to reach out to you. Thank you again for sending ** your concerns, we are grateful for every opportunity to grow and improve as a company to continue serving our clients in reaching their real estate goals. if you have any additional questions or concerns, please feel free to contact us at ************, we are happy to take the call! 

  Customer response

  05/10/2023

   
  Complaint: 19937881
  
  I am rejecting this response because:

  Their ad says offer same day not a month later  

  False advertising 

  Further now bombarded with ads (emails) and phone calls that are never requested 

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

  Business response

  05/10/2023

  Hi *****, We would be grateful to connect on this and have been in active communication with our team! There are a few steps to receiving a Guaranteed Offer through Mark Spain Real Estate. After you submit the form online, one of our team members will connect with you to gather more information and connect you with one of our Exclusive Listing Agents. Our Exclusive Listing agents will then connect with you about your selling goals to ensure they can personalize your experience and reach all of your selling goals. Our agents will ask you to sign an Exclusive Right to Sell agreement, which is a requirement in the real estate industry, to work on your behalf and will allow our agents to market and present your home to prospective buyers to present you with your Guaranteed Offer. On our website, the frequently asked questions outline the process of getting your Guaranteed Offer in as little as 21 days. 

*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. ↩