Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a real estate broker at the recommendation of Clever. I just canceled that contract today. There was a $595 cancellation fee. I am seeking reimbursement for that from Clever. The agent made no recommendations to get my condo ready for show, does not reply to my communications, used photos I did not approve of in the listing and more. He provided nowhere near the full service promised by Clever. This scam has cost me valuable money and time. If any issue arises with me being able to complete the purchase of my new home, I may seek damages far above and beyond $595.

  

  Business Response

  Date: 11/23/2022

  Hi ****,
  
  Thank you for reaching out to let us know about your experience with the agent we matched. Your feedback is important as it allows us to follow up with the agent you worked with in order to improve our network going forward. We understand your frustration given that you saw progress selling your property stall, and we apologize for the challenges you encountered.
  
  We take your complaint seriously, and we have reached out to your agent directly and reviewed our records to better understand the situation. Our records indicate that you were informed of the $595 cancellation fee prior to signing the listing agreement with your agent. This is a clause agents will add to listing agreements in order to protect themselves from the financial burden of time lost when a client exits an agreement. We also understand that your agent set up a professional photo shoot, and assisted with cleaning your condo prior to the photo shoot. We recognize that at this time you asked to increase the listing price of your condo, and that after this adjustment your condo was not generating as much interest as you'd hoped. We can certainly empathize with your frustration around this, especially as market conditions shift. We have records indicating that following this adjustment you asked to terminate the agreement with your agent and to receive the listing photos that were taken. Our partner agent sent you these listing photos and charged the termination agreement that you had signed in the initial contract. For the agent, this cancellation fee covers costs of the time given and the photos taken.
  
  The agent you worked with agreed that this is a learning opportunity for him to be more proactive in communicating market conditions with his customers and guiding clients through difficult decisions to get a property sold. We are always looking to improve our service for customers and agents, and your feedback helps us do just that. If you would like to discuss this further, you can reach us at **************************************** Thank you!
  
  Team Clever

  Customer Answer

  Date: 11/23/2022

  Complaint: 18364244
  
  I am rejecting this response because: What the agent told you isn't true. He put forward no effort and definitely did NOT help me clean. He didn't make any suggestions to make the property more attractive and was negligent in returning phone calls and emails. The photos turned out horrible. They were photoshopped to the point that it no longer looked like my place. I expect that Clever would be more careful when recommending agents and would take responsibility when they do recommend an agent who neglects his side of the contract.  
  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/29/2022

  Hi ****,
  
  I appreciate your thorough feedback to help us better understand the difficulties you encountered with this transaction. I apologize that you were not happy with the quality of the photos taken, and that the recounting of events from your agent does not align with your experience. I have added these details to our notes about this situation, and this feedback will shape our future relationship with your agent. Although I recognize you are likely still frustrated at how this situation unfolded, I am hopeful that our personal exchange and the credit on behalf of Clever can ease some of the burden of these circumstances. We are grateful for your feedback as it helps us improve our service for future customers.
  
  Team Clever

  Customer Answer

  Date: 11/29/2022

  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.
  
  Sincerely,
  
  *************************