Complaints

This profile includes complaints for Money Tree Lead Systems, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Money Tree Lead Systems, LLC

  Springfield, MO 65806-2316

  
• 

  Money Tree Lead Systems, LLC

  440 S Jefferson Ave Springfield, MO 65806-2316

  

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:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 paid $1,497 on June 19, 2023, and now I'm seeing $97 charges that I don't understand. The information and communication provided by this program have been misleading, flawed, and tampered with. At the 12-month ***** when I asked for a refund, their data system included many discrepancies. They made guarantees, but what I signed up for and trusted this company with has turned out to be a scam and a monopoly.I followed all instructions, including courses, website updates, and lead follow-ups, but the leads were fake. Not one of the ******************************* real estate, and one was even trying to steal my information. Significant changes, like the transition to the Circle platform, werent communicatedI found out through ******** a month later. When Housejet shifted from monthly video meetings to on-demand calls, they ignored my calls. I learned about a second business model change from a local agent's social media post, despite being told Id have a specific area. From the start, the information provided was incomplete, leading to confusion and inconvenience. Despite following all instructions and providing documentation. Ive been patient and cooperative, but my refund request was denied, even though I followed all requirements and secured my brokers signature. Communication was delayed, leaving me frustrated and undervalued. They later claimed the 30 extra days were only to try and secure leads and that I wouldnt get a refund. I was persuaded to go through a 30-day process under the assurance that it would strengthen my case for a refund. Even though I had done everything correctly, I trusted them and complied. However, they later claimed the 30 extra days were merely to try and secure leads and that I wouldnt receive a refund. *** filed a credit card dispute and informed them today. They misrepresented communication data, failed to notify me of business model changes, and refuse to let me speak to someone above the supervisor and provide refund.

  Business Response

  Date: 09/12/2024

  We take customer satisfaction very seriously and have reviewed the customer file to answer this complaint.  It mentions a $97 charge - a charge that was explained to the customer at the outset, the charge is now irrelevant because the company refunded the charge in less than 3 days however that was not mentioned by the customer in the complaint.

  The customer says the program is flawed and tampered with among other things but gives no explanation or example, so we are confused as to that statement.  The customer states that we are a scam/monopoly - we double checked and there is plenty of competition in this space, and this customer received everything included in his purchased package - including leads.  One issue in the file was multiple instances of system abandonment, which disabled his marketing and subsequently disqualified him from receiving a refund, another being incomplete training/university.  However, the company did present the customer with an offer even in light of the disqualification, which was accepted and signed by the customer.  The offer included additional marketing amongst other things as well as the opportunity to have his fee refunded upon a successful closing of one of the many leads provided.  The additional items were subsequently provided to the customer.  It was crystal clear that this was an offer in light of the disqualification and in no way was presented as a step towards a re-review of the initial request.

  Every lead is generated by individuals that are responding to a custom direct response marketing campaign who desire to purchase or sell real estate and are far from "fake".  We are confused by the circle platform statement, the second business model statement and all communication was answered via emails or answered and returned calls, including multiple conversations with supervisors.

  We always want to see our customers succeed and would invite the customer to have a conversation however he indicates an intent to dispute a charge and so the company will address these concerns in that forum at this time and wish the customer well.

  Customer Answer

  Date: 09/13/2024

  Complaint: 22205115
  
  I have reviewed the business' response and am rejecting it because:

  As a new real estate agent, despite my initial hesitation, I decided to proceed after the person on the phone offered a price reduction. At that time, I couldnt find any reviews due to the program being very new. I was promised a refund guarantee if no transactions were closed within 12 months. However, none of the leads I received were viable, and many were never contacted despite my efforts.
  
  I followed all instructions by completing the required courses, scheduling meetings, and updating the website. I was assured of monthly meetings with my account representative, but both scheduled meetings were missed. When the system transitioned to Circle, I was not informed about the switch from monthly video meetings to phone calls for questions, which caused additional confusion. We eventually had an emergency meeting where my marketing was revamped and a zip code was added, but I continued to experience issues.
  
  I encountered significant problems with lead quality and communication. There were periods of 2-3 weeks where I could not reach anyone for support, and I was consistently told I was doing everything right. When I requested my refund, I was informed that additional conditions applied, which were not disclosed at sign-up. I never even had any contact with the person who had signed me up.
  
  About 8 months into the program, I expressed my dissatisfaction and inquired about a refund. I was told that the company does not issue refunds, contrary to the 12-month refund policy stated in my contract. I was then informed that qualifying for a refund involved meeting several conditions and undergoing a review process, which was not mentioned when I signed up.
  
  When I reached out before my contract anniversary to request a refund, I was advised to provide specific documentation. Despite submitting all required documentation, the response was delayed, and I was ultimately denied a refund after many weeks. The communication was poorly managed, and inaccuracies in the data provided contributed to my frustration. My broker confirmed that I had no sales, but the email regarding this was sent on a Friday evening before the weekend, further delaying the response and appearing deceptive.
  
  Throughout the program, I invested significant time and effort, including dealing with poor-quality leads and having to cancel my credit card due to fraud attempts. I was misled about being the only agent in my area, only to find that others were also involved. The companys guarantees and communications were inconsistent and misleading. A reputable company would honor its refund policy if their system did not work as promised. Instead, I was offered options that required additional expenses or dealing with more poor-quality leads. I was also denied the opportunity to speak with a manager about ******. The staffs attitude changed drastically during the refund process, despite my efforts to resolve the situation amicably.
  
  The discrepancies and lack of transparency have significantly impacted my experience, and I believe a fair resolution is warranted. Everything stated verbally differed from what was communicated in writing. A reputable company would offer a refund if their system didnt work. Instead, I was offered options that required more money or dealing with poor-quality leads. I was told this was only way to get my refund. They would make it sound like there was not enough evidence despite the fact there was no reason for them to deny my request. They forget to mention the companies many changes of their business plan, things I had already did that I had to restart and was not notified like watching university videos. I was left with no viable options and was misled about the refund process. They didnt say that the 97 dollar thing was a one month only thing.They told me to just sign up and do it so we can gather more evidence for your refund even though I did everything that was asked during 12 months. I was trying to be accommodating. The man on phone said thank you for being so kind on phone and we get a lot of bad calls and don't want to see the last guy finish last. They only say what you want to hear. I said look I have done everything, I'm being amicable and just want my refund. Then I was told there wasn't anyone higher I can talk to and no one can help me. The woman on the phone was so rude. They do everything verbally and as a newer agent fell for this scam. I still have not heard back after calling many times. 
  
  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/19/2024

   

  We have reviewed the response and will respond to the main issues.

  $97 charge:  This charge was something the customer was aware of.  After the customer requested the charge be refunded, it was - in less than 72 hrs.  We do not see any further issue with this.

  Speaking to a manager and communication matters:  Our records show a stream of communication back and forth with calls answered and returned and support tickets etc.  It appears that this customer was speaking with the manager of the department he complains about not speaking with the manager - we do not see any further issue.

  Following all instructions:  This account had an issue of system abandonment.

  As stated before this customer accepted an offer after not qualifying for a refund - the customer stated he wanted another review of his account for a refund and has had the benefit of the accepted offer.  If the customer would like to contact customer support to determine if his additional offer has improved or changed that result he is free to do so to see if there is a resolution possible after having had an opportunity to enjoy the benefits of the offer.

  Customer Answer

  Date: 09/26/2024

  Complaint: 22205115
  
  I am writing in response to the recent letter I received today.
  
  Whats interesting is that ****** said there was no one else to connect with above her and refused to let me speak to anyone else. I dont understand how a company that claims to be supportive verbally can then switch positions and change things in writing. I trusted this company to deliver a service. I had did everything possible to do this amicably and this was a last resort as I was getting no support and no where. 
  
  I didnt think I would need to keep detailed records of communication because I trusted the company, but there was a lack of response time on your end. This is the first time Im seeing your name. I even provided documentation from my broker showing there were no sales.
  
  I have been as amicable as possible, but I was still denied the chance to speak to someone else. The companys way of assisting me was to say that you would do what you could to get my refund. None of the leads had shown any interest in ****** or even posted that they were looking. Everything I was told from the start was inaccurate. 
  
  I had already addressed issues like other agents using the service in the area when I was told it was just me and the refund policy. I should have known better as they were bargaining with me to sign up. They switched the university in July even though I had already completed it in July 2023. 
  
  As I mentioned in my email, no one communicated with me about these switches. I was never informed twice about changes in communication. The $97 charge was supposedly related to something after 12 months. The one previous 96 dollar charge I called because it was an error on your part. I still do not know why you charged me a 97 dollar charge. It was only removed because I called and mentioned I received this charge.
  
  I had to call many times to get a response about how to get my refund. I was repeatedly told that we appreciate your patience and understanding because kind people are hard to find. I only agreed to this because I was told it would provide evidence for a refund, even though I had already completed everything and had evidence. 
  
  The changes made by the company erased what I had done. I always called and asked and was told I was doing everything correctly. I found out that the after 12 month $97 charge from ****** was only for one month. They refused to let me speak to anyone above ******, and there were days and weeks when I didnt receive any calls.
  
  What product did I receive? You can review the contacts provided; none had any interest in ******, and the contact information listed was not even real. I was harassed by people saying that the contact details were incorrect. The multiple instances of system abandonment, which I already explained, were due to changes I was not notified about.
  
  Monthly meetings were changed to just a call in July 2023 and then to the Circle platform later. I also completed the university training as soon as I was informed about it. When everything was reset, I was told I didnt have to do the same training again.
  
  The company presented an offer that I accepted, with the only explanation from ****** being that it would provide evidence for a refund and appreciation for my patience. I would always hear the *** etching from customer service the same like We cant do anything for you,  They would acknowledge my frustration, agree with me, and say they would escalate it to higher management, but then communication would pause, and I would be told, Sorry, we didnt call you.
  
  What additional marketing? I didnt receive any actual leads. When you try to be accommodating and cooperative, you end up with these results.
  
  Its disappointing when you place your trust in someone. ****** told me that the accepted offer was not represented, which shocked me when I heard it from ******. The Circle platform, which I had to contact Housejet about, was not properly communicated to me. I only found out because I saw an agent from my area on Housejet on social media. The first change happened in July, and all the changes related to the Circle App and deliverability occurred during a 2-3 week delay. I was constantly trying to reach Housejet.
  
  Regarding communication, it is not true that all customer interactions were answered via email or returned calls, including multiple conversations with supervisors. ****** said there was no one else I could talk to above her and was unfriendly about it. Every time I asked to speak with a higher supervisor, I was told, We cant do anything. Customer support said that was all they could do and offered no help. When they said they would communicate with higher management, I wouldnt hear back and had to call to confirm any updates.
  
  I trusted you, and everything promised was not fulfilled. The staff did not provide accurate information.
  
  I repeatedly said I wanted to handle this amicably. From the person who signed me up to the changes that were not communicated, there were many changes with little direction. I just want my refund as I have complied with all requirements and did everything I was supposed to. The service did not meet the expectations set. Now that I was able to get a response from the man in the email, I would appreciate a call. 
  
  
  Sincerely,
  ****** ****

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/24/2024 PE:  Email back from the consumer.  No resolution reached.  Asking for a full refund.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:  6 cases moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE: Emailed ****** informing her of the status of the complaint (moved to mediation).  Asked if the company would make a good faith effort in the form of a refund.  Requested a response at her earliest convenience.

  11/1/2024 PE:  Email to ****** requesting refund to consumer.  Requested that she respond to email as soon as possible.

  Customer Answer

  Date: 11/20/2024

  Hi. Is there an electronic form that I can complete this? Thank you so much! 

  Customer Answer

  Date: 11/20/2024

  Hi. Is there an electronic form that I can complete this? Thank you so much! 

  Business Response

  Date: 05/20/2025

  Mr. **** initiated a bank dispute which was previously attached.  Mr. **** abandoned his system while we continued to spend on Mr. ****** marketing - resulting in waste, amongst other issues.  The business spent considerable time and money defending this bank dispute and was ultimately successful.  The business then offered Mr. **** a continuation of the program (which included a reactivation fee).  Mr. **** accepted this offer.  Mr. **** then initiated another bank dispute regarding the activation fee that he had just agreed to & therefore we began the process of spending time and money defending a new bank dispute, which was ultimately again successful.  Taking into account time and ********************** - we have arguably spent more on defending chargebacks and providing marketing than was paid to us by Mr. *********** Per our terms Mr. **** is arguably liable to us for the chargeback costs and fees. 

  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair 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.

  On May 30th, 2023, I enrolled in HouseJet's Pay Per Closing program based on the explicit promises made by HouseJet that I would be entitled to a full refund of my initial payment after ope year, I would be completely refunded if none of the leads/referrals provided by your company result in a closed sale. This assurance was the sole reason I chose to enroll in this program.The program has utterly failed to provide me with viable leads. On May 30th, 2024, I submitted a timely request for a refund of my initial payment. HouseJet's refusal to honor this request is unacceptable. Citing incomplete training as the reason for denial is both deceptive and fraudulent, especially since HouseJet locked me out of my portal following my request, preventing me from disputing this baseless ******** message, email, phone call, or correspondence was sent by Housejet alerting me to the so-called classes or training despite my follow-ups and check-ins asking if I had missed any meetings or obligations.Section 5(a) of the *** Act prohibits "unfair or deceptive acts or practices in or affecting commerce," and applies to all persons engaged in commerce. A representation, omission, or practice is deceptive if it is likely to mislead a consumer acting reasonably under the circumstances, and is likely to affect a consumer's conduct or decision regarding a product or service. The misleading statements of ***** ******* on May 26th, 2023 directly stated that I would be completely refunded if none of the leads provided by your company resulted in a closed sale. This among many other misleading statements more than qualifies as material deceptive at best and likely fraudulent.During my time with HouseJet, the leads provided were consistently useless, with incorrect contact information or potential clients looking to rent rather than purchase.

  Customer Answer

  Date: 08/29/2024

  Hello, 
  I have additional information to support my case. I have screenshots of an email that I sent asking if I have any missed meetings, etc. The response was "I do not necessarily see any missed appointments or anything of that nature"
  
  This correspondence is significant and conflicts with their statement regarding my refund denial. 
  
  I can send the screenshots if they are helpful 

   

  Thank you for your help

  
  Mark

  Customer Answer

  Date: 09/18/2024

  Hello, I received your message that the business had not responded. They will answer the phone and they have a physical address..

  **************************************************************************** - **************

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

  ***********************************about-us

  I would also like to make a public complaint on your site. I see there are others that have done so. How do I proceed? 

  Here is a list of complaints and responses from the same business. I'm not sure I understand why they aren't specifically responding since they've recently responded here - **********************************************************************************************************************************************************************************************

  Was my contact info incorrect? 

  Thanks!
  

  Customer Answer

  Date: 10/04/2024

  All of a sudden I have received a refund in my account.  I didn't receive any notification or email from them.    

  Business Response

  Date: 10/07/2024

   

  We are sorry this customer has experienced difficulties.  After receiving the complaint a file review was performed.  This customer, upon purchase - had a conditional refund policy as outlined in the terms and conditions as well as the addendum received at sign up.  Subsequently this customer had a communication with a manager which could be viewed as having modified the conditional refund policy - this was not noted/noticed during the initial review process and was an unintentional modification, however the company has honored this modification and refunded the customer as of 10/1/24.  We disagree with all statements regarding deception or fraud and wish this customer the best.

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am requesting a refund of my $2,495 from HouseJet due to gross overpromising of services rendered. I was promised ***** leads per month from HouseJet, and even with all of the complaints against them, I still signed up for it. They have delivered nothing but excuses as to why my performance has been so low. I am not in a position to be wasting money, and this company has done nothing but waste my money.

  Business Response

  Date: 08/14/2024

  We take customer satisfaction very seriously.  This message prompted a review of the customer's file.  The sales call indicated a goal lead count of 8 to 12 a month - and the metrics so far (this is a new account) are close, and as we previously indicated in support tickets - adjustments can and are made as the advertising campaign matures that tend to make up the difference over the course of the 12 month marketing program.  Please continue to monitor and work the leads as the arrive in real time and if the metrics remain static please give customer support a ring to discuss this with them and reference this reply.  Our advertising campaigns are unique to the customer and provide ********************** directly and only to that customer - and often the campaign needs time (more than 1.5 months) to mature.  Thank you and we look forward to speaking with you. 

• Initial Complaint

  Date:07/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of transaction:July 10, 2023 Amount:$2,096 Merchant promised:To provide vetted quality leads However the leads provided were illegibly ******************** Action from consumer:I tried working with the merchant on this matter. However, they refuse to work with me on my request. Advertising seen:The ad was seen on ******* and ********

  Business Response

  Date: 08/14/2024

  We value customer satisfaction and this message prompted a file review.  An individualized advertising campaign has been purchased for this customer that sends potential customers to them in real time - the potential customers are requesting contact in order to show up in this customers CRM.  We will absolutely have a discussion about the leads and have a discussion about what kind of adjustments can or should be made.  Please reach out to customer support at your earliest opportunity and please reference this reply.  We would love to help you optimize your system and opportunities.

  Customer Answer

  Date: 08/18/2024

  Complaint: 22056821
  
  I have reviewed the business' response and am rejecting it because:
  Section 5 of the ************************ Act prohibits unfair or deceptive acts or practices affecting commerce; this encompasses deceptive marketing and sales practices that mislead consumers. Despite HouseJet company's advertisement and promise to provide the following: "High-Quality Leads, Buyer & Seller Leads," it did not align with reality. Unfortunately, their so-called qualified leads were far from legitimate. Their leads provided contained alarming information, including individuals linked to registered *** offenders, fraud, aggravated assault, bankruptcy, and foreclosure charges.

  Additionally, the contact details of other leads were inactive, with many expressing no interest in finding a home, indicating that their information may have been obtained without their consent. One lead based in ** mentioned that they were not looking for a home in ***********. This inconvenienced both parties as it's outside the market I serve. These findings raise concerns about the safety and suitability of the leads for business purposes and question HouseJet's integrity and commitment to consumer safety. It proves their failure to complete due diligence before providing their leads for agents to sellmy attempt to resolve the matter with HouseJet on July 29th, 2024, at 12:56 pm. I spoke with the rep ******* however, they refused to provide a refund, which compelled me to file a claim due to their failure to honor their business commitment. Throughout my engagement with HouseJet In September 2023, I consistently voiced concerns about the quality of leads and requested a refund. However, the company representatives insisted that I continue with the subscription, promising a no-hassle refund if I didn't see progress with the "qualified" leads provided. 
  
  During the pre-onboarding process in July 2023, Remington assured me that I would be eligible for a guaranteed refund within a year if their "qualified" leads provided did not result in a closed sale within a year. 
  
  It is important to bring immediate attention to HouseJet's unethical practices and the dangers they pose to consumer safety and inflicted financial stress. It is vital to inform all real estate agents about these issues and urge them to take proactive measures to avoid falling into the reckless trap of HouseJet's dangerous practices. We have a responsibility to protect our consumers against these deceptive actions and hold businesses such as these responsible for their unethical and misleading practices.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/26/2024

   

  We take customer satisfaction seriously.  This customer quotes qualified ********************** repeatedly in their sur response and a review of the sales call and terms and conditions reveals no such thing.  As stated - the marketing component of our software provides leads in real time to the customer from potential real estate customers who fill out a direct response form requesting contact for assistance in purchasing or selling a property (or both).  There was no promise to background check every individual lead - and the customer never once made a complaint about same during the program, so that component of the reply confuses the business and is germane to the product sold and received.  

  The main issue in this file was system abandonment and marketing lock due to same.  The customer abandoned the system for 6 of the 12 months resulting in the business wasting a marking buy to a large degree.  System abandonment / marketing lock is expressly referenced as an event that will prohibit a refund in the terms and conditions.  This customer is heard on the sales call having reviewed the addendum which spells out the conditions for a refund prior to purchase (the conditional refund policy), and unfortunately the abandonment will disqualify the refund being sought. 

  We do want to see the customer achieve success and a refund is still available upon a sale or sales.  We invite this customer to reach out and discuss options while referencing this reply and want to work with them.  We look forward to having that discussion.

  Customer Answer

  Date: 08/26/2024

  Complaint: 22056821
  
  I have reviewed the business' response and am rejecting it because:

   

  The information stated is false. This company services states quality leads which was never suffice to the service offered. Now I'm confused about inactivity as the sales *** never mentioned as such. Are you honoring your invovice and business practice.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 08/26/2024

  Provided is the company invoice of their policy.

  Customer Answer

  Date: 08/26/2024

  Provided are the documents that ********* ****** only stated to me on the initial process. 

  I've completed everything that was required of this. If my account was inactivate then is there any reason why you deducted an additional $97.00 out of my account July *********? Also I will need written documentation sent to my email during these 6 of 12 months of Housejet notifying me that my account is inactivate effective within these 6 months you are referring to. This deduction is puzzling, considering my account has been inactive for the past 6 months. I checked my credit card statement and it clearly shows that money was taken from my account by Housejet in July 2024. I would love to have clarification on this matter so I can send it to my credit card company.

  Customer Answer

  Date: 08/26/2024

  Provided are the documents that ********* ****** only stated to me on the initial process. 

  I've completed everything that was required of this. If my account was inactivate then is there any reason why you deducted an additional $97.00 out of my account July *********? Also I will need written documentation sent to my email during these 6 of 12 months of Housejet notifying me that my account is inactivate effective within these 6 months you are referring to. This deduction is puzzling, considering my account has been inactive for the past 6 months. I checked my credit card statement and it clearly shows that money was taken from my account by Housejet in July 2024. I would love to have clarification on this matter so I can send it to my credit card company.

  Customer Answer

  Date: 10/10/2024

  I have provided recording documents of Hosejets misrepresentation and failure to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/10/2024

  I have provided recording documents of Hosejets misrepresentation and failure to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/10/2024

  I have provided Housejets recording documents of false misrepresentation and failing to honor their commitment and promises that they are delivering to the consumers and regarding this case. Please review and let me know if more is needed.

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Email received from consumer:  I would like to request a full refund based on the verbal and written promises I received from HouseJet. 

  11/1/2024 PE:  Spoke with the consumer and she will be reaching out to her cc company.  They asked her to file with BBB.  She may be able to receive a refund through them by disputing the charge.  If anything changes, she will inform bbb.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:   case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email sent to business informing them that the complaint has been moved to mediation, mediator assigned.  Asking for a good faith effort in the form of a refund.  Requested a response at her earliest convenience.

  11/1/2024 PE:  Email sent to business, ******.  Communicated that this is the third communication to her regarding the mediation case.  Consumer requesting a refund.  Asked for her to respond to the email as soon as possible.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Purchased a lead based service from ************************** aka ************************ for $3,997.00 on May 28, 2024 and was told they have bonafide leads to sell with a membership to their service. Since May, the leads that are computer generated and texted to me have been to phone numbers that never answer, they teach not to leave a message and just randomly call them. If and when you do get someone to answer the phone of one of the lead telephone numbers given to me the people tell me they dont want me to call again and take me off of the list! Two people told me that they put me one the Do Not Call Registry List! They are angry and not a bonafide lead. I feel that I was sold by promises that as time goes on will not amount to any genuine buyers or sellers looking to conduct a transaction. I have contacted them through email and phone calls and after three weeks of being ghosted by this company I am unable to get through to receive the $3,997.00 back that I paid for this service. I need your intervention please to help me resolve this matter. Thank you. **** ******

  Business Response

  Date: 08/14/2024

  We value customer satisfaction, and this message prompted a file review of the account.  It does not appear that the customer has been "ghosted" - we show communication with support over the phone and through the ticketing system.   A review of the sales call shows that the customer was provided with the conditional refund policy prior to purchase and was aware of the time frame required.  The leads sent to this customer are from a personalized ad campaign that directs all of its leads to the customer in real time & sourced from consumers who are requesting contact from the customer.  It is still early in this customers ************************* campaign so we invite the customer to contact us to discuss what kind of adjustments could be made to better suit their needs during the contemplated time frame as opposed to early termination of the campaign the company has already invested in.  We look forward to hearing from them and invite them to reference this response when communicating with us next. 

  Customer Answer

  Date: 08/14/2024

  Complaint: 22025641
  
  I have reviewed the business' response and am rejecting it because:

  The leads that this business states are from people who what to receive contact from me in my region have no interest in my contacting them.  They tell me they did not request information and do not know how I got their information.  The phone numbers that I am provided are either not good or no one ever answers.  Some people tell me they have no interest in buying anything in my area and to take me off of the list.  It is a bogus service they are providing.  Aimed at taking peoples money up front fully knowing that they are providing no real sources of leads.  The company took my complaint and did nothing with it.  I requested a supervisor to contact me because I was never able to get around the person answering the phone.  After 3 weeks of not receiving any call back or effort on their part to issue a refund, I contacted my ***************** and the Better Business Bureau.  Other peoples similar experiences being taken by this company can be seen on **************.  Messages like RUN~ are posted by people who they took advantage of too.  It is my hope that this company be stopped from the intent to defraud other real estate professionals who honestly looked to them to provide the service that they proport.  

  **** ******, Broker 

  Essex Real Estate 

  Business Response

  Date: 08/15/2024

  We are sorry this customer is not reporting the best satisfaction.  We are always available to discuss any issues with leads, and again invite this customer to have a meaningful discussion at any time. We provide a custom advertising campaign unique to each customer and the only method a lead becomes generated is by a potential real estate customer filling out a form requesting contact.  ** times those leads can be "shy" leads and it sounds as if this customer potentially experiencing some of that.  There are University courses that cover contacting these leads and invite the customer to review same.  As far as a refund request, it is premature at this stage of the advertising campaign and encourage the customer to continue to work the incoming **********************.  If this customer has an issue with specific ********************** we also encourage them to communicate the specifics with customer support.  Thank you.

  Customer Answer

  Date: 08/16/2024

  Complaint: 22025641
  
  I have reviewed the business' response and am rejecting it because:  There is nothing legitimate about the leads they have given.  There is not one that is legitimate.  They are all bogus.  I see the many bad reviews that this company has done this scam to many people.  I have requested a refund and they have refused to grant it.  They never returned a call that I put in to speak to the supervisor about my dissatisfaction of the promises they stated to get me to sign up and hand over my hard earned money.  After waiting 3 weeks for a return phone call, I took matters into my own direction and got my credit card company involved.  I will receive my refund and add this bad experience with the other fraudulent lead service company's out there.  I am a small business that fell for the sales pitch and had hoped they were honest.  But they are not.  

   

  It is my hope to be able to avert other small businesses from being taken advantage of this company.  Please post this on your BBB website.  Thank you for your help.  
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Multiple emails from the consumer stating and documenting that she requested a refund.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:  case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email sent to business informing them of mediation, mediator and request for a good faith effort in the form of a refund to the consumer.  Asked for a response as soon as possible.

  11/1/2024 PE:  Email sent to ******.  Consumer is requesting a refund.  Asked for a response by email as soon as possible.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 was told that I would receive a refund of 1500 after 1 year of service with no real estate closings. I have reached out to the business and was told that would not get a refund due to inactivity. But when I signed up, I was never told that at the time of the agreement and making my $1500 payment nor was any stipulations such as this when I signed off. I believe this was very deceptive.

  Business Response

  Date: 08/02/2024

  We value customer satisfaction and have reviewed the file in question in order to respond to this customer's concern.  It appears in the initial sales call the customer was informed of the expectation to update the *** on a regular basis - this is to keep the customer up to date on **********************, and to ensure that marketing being spent does not go to waste.  Ultimately there appears to be several months of inactivity on the account.  We invite the customer to reach out to customer service and discuss options - and to please reference this conversation at that time.  

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 am filing this complaint against HouseJet and seeking reimbursement for 4497$. I purchased this service Jan 5, 2024 and was promised atleast 8-12 qualified leads a month. I have not gotten ONE. I also have my VA calling daily and she says the same leads reappear every day, which has happened to me before too. When I brought this up to housejet in APRIL 23rd, 2024, they said to just keep dialing and theyd hit me back in a month. Its been well over 2 1/2 months and Im still waiting for that follow-up from support. The leads are 95% disconnected or wrong numbers, and the 5% that are real dont seem to speak any English or are looking to rent.I have website leads that have converted and given me actual closings without paying for ads so I know its not my area. I am so disappointed with the service because it was such an over promised and under delivered product.If I wouldve had even one qualified conversation in my 6 months of being with them I probably wouldnt be writing this, but given as I have multiple agents saying the same thing and these are all very high producing agents I would like my money back before my 12 months. One of the other agents was told good luck you signed a contract and denied.I felt like I was given the runaround with support. For 4,497$ I would expect to have at least made my money back by now but I havent found a single agent thats happy with their service. Its a large chunk of money.

  Business Response

  Date: 07/11/2024

   

  We value customer satisfaction and have investigated this customer's concerns and file.  A review of the sales call confirmed that what was discussed was exclusive leads vs "qualified" leads, and this is in line with what was provided.  There was never a promise or indication that the customer would have **************************/ready to act contacts a month gleaned from a direct response marketing campaign.  The sales call also revealed that this is an area of many non english speakers and according to the customer there are many renters.  This is consistent with what is being reported here.  We do note that the customer is wanting to talk to support - we invite the customer to call in at their convenience, as we do show that the account was being monitored and adjusted/improved by support.  A review of the lead metrics shows that the numbers are in line and that there have been appointments, some missed.  A review of our university courses regarding direct response marketing could be helpful.  Some leads are not ready to buy or sell immediately and will require some nurturing - a 12 month term is what was contemplated and agreed to for the product.

  Thank you and we look forward to discussing your issues.

  Customer Answer

  Date: 07/12/2024

  Complaint: 21961454
  
  I am rejecting this response because:
  
  There has not been one single qualified lead. I have tried many times to contact all leads and have failed at contacting most. All appointments set have been missed and strangely on one Housejet ISA had clear back and forth communication but when I tried contacting them via multiple texts and calls I never got a reply.

  Most of my business comes from cold calls, so to get a higher response rate from cold leads than from qualified warmer leads something is severely off.

  I purposely didnt contact support to see if you guys actually took consideration for the case and would follow back up when promised - but I have not heard back.

  Its happened multiple times that leads reappear multiple days in a row and the response I got from support was that the only way for that to happen is for someone to reenter their info and that those should be the warmest leads yet I NEVER got a reply from any of those numbers nor did my assistant.
  

  I would expect a higher level of customer attentiveness from a 4,497$ product.

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

  Business Response

  Date: 07/15/2024

   As mentioned previously, this customer has been receiving exclusive **********************, as contemplated - and it appears that they are in the midst of a direct response marketing campaign of which a review of university may be helpful.  Please reach out to customer support to further discuss your concerns as that is the best and most efficient way for the business to assist you.  The account has been monitored and adjusted for performance.  Please call the general support number if you are having difficulty reaching an individual.  Thank you.

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:   Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Email received from consumer:  Good morning, thank you for reaching out.  I am seeking full refund but in the case they are willing to go partial I will accept 3000 or above.

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:   case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Emailed ****** informing her of a voice mail left last week, status of the case moved to mediation and asking for a good faith effort in the form a refund for the consumer.  Asked for a response to the email.

  11/1/2024 PE:  Emailed ****** for the final time.  Asking for a refund for the consumer and a response from her as soon as possible.

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Business stated that full refund will be issued if agents are able to close lead after one year of service. Upon refund request, business made an addendum to refund policy to refuse refund.

  Business Response

  Date: 07/12/2024

  We value customer satisfaction and experience.  We have reviewed this customers file and sales call in order to respond to their concerns.  A review of the sales call shows the customer was informed/ agreed to a conditional refund policy which required the customer to use and work the product, per our terms, for a 12 month period.  A review of use and work revealed numerous and at times lengthy periods of inactivity - 2 months or more of inactivity.  We do invite this customer to reach out to customer service and discuss solutions.  Thank you. 

  Customer Answer

  Date: 07/12/2024

  Complaint: 21948419
  
  I am rejecting this response because: The response from the business is false in regards of a 2 month period of inactivity. I've reached to the business numerous time requesting for documentation regarding their decision to deny my refund in which they have yet to provided. Furthermore, the representative did not inform of any stipulations regarding their refund policy.
  
  
  
  Sincerely,
  
  Yahshua ********

  Business Response

  Date: 07/15/2024

  We have reviewed the file again to prepare this sur response, and again show that in the initial sales call prior to purchase, the stipulation regarding 12 months of use was discussed and agreed to, and then on July 5 documentation was sent to the customer detailing the periods of inactivity.  We do invite this customer to reach out and to discuss inactivity and solutions with customer support at their convenience.
  

  Customer Answer

  Date: 07/16/2024

  Complaint: 21948419
  
  I am rejecting this response because: I have not received any documentation regarding periods of inactivity. Please provide documentation so that I can verify. Thanks.
  
  
  
  Sincerely,
  
  Yahshua ********

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:   Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB. How much of a refund consumer is seeking. Requested a response via email.  Provided my contact information.

  10/16/2024  PE:  Email from consumer:  T***** for reaching out. I have not resolved the issue with the business,Money Tree Lead Systems. I would like to have a full refund of $2497.00,which was the upfront cost of starting the program. Any help would be greatly appreciated. Thanks,Yahshua ********

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call:  case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email sent to ****** ****.  Asked for good faith effort and a refund to the consumer.  Also requested that she respond as soon as possible.

  11/1/2024 PE: Third and final communication sent to ****** **** via email.  Asked for her response as soon as possible.

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 am filing this complaint against House Jet due to significant discrepancies between the services promised and those delivered. My conversation with House Jet March 2024, I was told numerous times that If i was not happy with the leads I would be able to get my money back. I asked 2-3 times with difference time lengths (3 months, 6months) and was told There was no wait to get my money back. The assurance from my rep gave me, made me at ease to sign up. After 3 months into using their lead system I have decided that the leads were in fact not quality. I have been told from these leads to loose their number, profanity on how I got their number, they did not want to be called, or just looking. Alot of the leads have wrong key information such as phone number and or email or both. The leads are not quality leads and are not what I was promised from the rep.I was informed today that refunds are only possible after a 12-month period or a successful closing, which as another complaint has dealt with- contradicts what I was told before signing up. This contradicts the promise of delivering high-quality leads that was made at the time of purchase.The services provided by House Jet have not met the expectations set during the sales rep meeting. I am seeking a full refund due to the failure of House Jet to deliver the promised services and the misleading information provided during the sales process.Today I asked for them to provide the recorded call- and they said they did not have too unless I had a warrant which was a major concern as the representative assured and promised more than what I have received from this company. I am seeking a full refund or $2495 and request that this matter be addressed promptly as There are multiple complaints against House Jet on the BBB website, indicating a pattern of questionable business practices.

  Business Response

  Date: 07/02/2024

  We value customer satisfaction and providing a positive customer experience.   We have reviewed this complaint and performed an internal review of communications.  It appears that there was never any kind of assurance or promise on the basis of 3 or 6 months as stated in the complaint.  The only item or discussion found involved the conditional 12 month policy.  Also it appears that this account had a period of inactivity / lead lock, which can also affect this policy.  At this time we are forwarding these notes to customer service and invite the customer to have a further discussion with them regarding the policies and options on how to better use the system and/or what will be needed to meet their goals.  Thank you, and we look forward to speaking with you.

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 6/3/23 I paid $2497 to this company for them to start generating real estate leads for me. That was the upfront fee and there would be an additional 15% referral fee due for every closing. The upfront fee was refundable at the time of the first closing or after the first year of service if there hadnt been a closing yet. On 6/6/24 I requested the refund request for the upfront fee since none of the 35 leads they sent in a full year closed. They provided a report with a list of conditions that were not met, which was not originally a stipulation for the money back guarantee.

  Business Response

  Date: 06/28/2024

  Thank you for reaching out with your concerns - we value customer satisfaction and customer experience.

  A review of your file tends to show that you only had a handful of logins to our system and only over a four month period.  Any kind of 12 month conditional assurance is based upon 12 months of product usage, which your file does not reflect.  Having pointed this out, we do invite you to reach out to customer service to discuss options to improve your experience.  

  Thank you.

  Customer Answer

  Date: 07/01/2024

  Complaint: 21885449
  
  I am rejecting this response because:
  
  The false advertising and omissions in advertisement by this company at the time of commencement of this agreement.

  
  "Section 5 of the *** Act prohibits "unfair or deceptive acts or practices in or affecting commerce." This broadly encompasses any form of deceptive marketing and sales practices that can mislead consumers. The *** asserts that a practice is deceptive if it involves: - A Misrepresentation, Omission, or Other Practice that can mislead the consumer. - A consumer's reasonable interpretation of the misleading statement, meaning, the deception is judged from the perspective of a reasonable consumer. - The misleading statement or practice is material, that is, likely to affect the consumer's choice or conduct, influencing the consumer to buy something they would not have otherwise. If a business makes explicit promises during a sales pitch such as refunds being available anytime within 12 months if the service is unsatisfactory and these promises are not upheld, this could be considered deceptive under *** guidelines. If the promotional material or sales conversations are found to mislead consumers about key aspects of a product or service, consumers may have grounds to seek a refund or damages."
  
  
  There are significant discrepancies between your statement and my experiences, as well as the initial assurances provided by your sales team.
  
  Firstly, it was explicitly communicated to me by your sales representative at the time of purchase that I would be entitled to a refund AT the end of 12 months if I did not have a closing with any of the leads. This assurance was a key factor in my decision to sign up for your service. Contrary to the "conditional refund policy" you mentioned, I was assured of the possibility to request a refund "after the 12-month period, no questions asked." This was a clear deviation from the policy you referenced in your response.
  
  Moreover, the issue extends beyond the refund policy to the quality of the leads themselves. Of the so-called 'leads' provided, over 80% had incorrect contact information, rendering them unusable. Furthermore, of the few who did show interest, there were two leads out of my area, and a three leads who had said they never filled out their information to be contacted. You claim that I was only active for four months out of 12, thats because I never received a lead after month 4. Also, I have my own CRM system and do not have to log into your system each day just to follow up with the leads. This is a contradiction to your promise of high-quality leads and effective marketing efforts.
  In regard to your conditional refund, no one I spoke to ever mentioned any conditions. I also never signed anything that mentioned a conditional refund. The sales representative also offered a lower referral fee of 15% versus the standard 25%. I also never received anything in writing in regards to this. 
  Given these unresolved issues and the clear discrepancies between the services promised and those delivered, I am reiterating my request for a full refund of $1500. This request is not just about the refund but also reflects the need for accountability and transparency in your communications and business practices. Your service has failed to deliver on its promises, selling what can only be described as a profoundly deficient product.
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 07/05/2024

  We are sorry this customer has not had the best experience, however the issues with the conditional refund policy are not founded - the refund policy discussed on the phone and contained in the addendum contemplates 12 months of usage - amongst other things - and unfortunately that is not the case here.  As to issues with the leads themselves - we have university courses that address how to best convert direct response marketing leads - and of course everything contemplates substantial usage of the product itself.  Having said this, we do invite you to reach out to customer support and have a discussion about how we can resolve these items and achieve customer satisfaction.
  
   

  Customer Answer

  Date: 07/05/2024

  Complaint: 21885449
  
  I am rejecting this response because:
  
  
  I actively work leads with several major referral companies and have done so for the 9 years that I have been a licensed real estate agent. I can assure you I know how to obtain and convert leads. The university courses that you mention were not going to help me convert leads that never answered, had wrong numbers, disconnected numbers or simply were never interested in buying or selling a home. 
  I am a full time realtor and a top agent for a major lead generation company. Please do not deduce my knowledge to appease the situation here. I paid for this service under false advertising and deceptive business practices from your sales team. The company also promised one on one calls weekly with an account manager who would help manage leads and follow up on the service. After just two calls I was told that all one on one calls were discontinued, with no explanation as to why. More false and deceptive business practices. Another service that was supposedly offer was an ** assistant who would make calls and follow up with leads. The ** notes also mentioned that there were no answers from the leads and Ive never seen an ** response that spoke to a client or set an actual appointment with a real client.

  If this issue is not resolved through BBB I will not call customer service. I will be contacting an attorney in your local jurisdiction to take this to court for much more and will petition a class action suit.

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

  Customer Answer

  Date: 10/16/2024

  10/16/2024 PE:  Email went to the consumer informing them of the complaint moving to mediation.  Asked if a resolution had been reached independently of BBB.  Requested a response via email.  Provided my contact information.

  10/16/2024 PE:  Email received from consumer:  We have not reached a resolution. The desired outcome is a refund as they guaranteed after 12 months of service.  Thanks for your help!  The total amount is $2497

  
  

  Business Response

  Date: 10/16/2024

  10/16/2024 PE:  Called main number.  Left vm for ****** ****.  Provided reason for the call: case moved to mediation.  Asked for a return call.  Provided my name and direct dial number.

  10/24/2024 PE:  Email to ****** ****.  Reiterated vm left last week that the complaint has moved to mediation.  Asked if they would make a good faith effort in providing a refund.  Asked for her to respond at her earliest convenience.

  11/1/2024 PE:  Third and final attempt to communicate with complaint handler (****** ****).  Email sent.  Asked for a response back as soon as possible.

  Business Response

  Date: 05/20/2025

  On the ******* file we have a situation where the customer abandoned the system for long stretches of time during which the business was continuing to fund advertising campaigns and having man hours dedicated to - resulting in waste and also disqualifying the customer from a conditional refund.  On ******* we did offer the customer the ability to be refunded in the event one of her leads was closed/ more time to work the leads.  We offered for her to have a discussion with customer support regarding issues (which could lead to more time on the system) - ******* did not contact customer service to have that discussion.

  Customer Answer

  Date: 05/20/2025

  Complaint: 21885449
  
  I have reviewed the business' response and am rejecting it because:
  
  
  As per our agreement, the company guaranteed a refund within one year if I did not close with any of the leads provided. It's important to note that my activity on the website does not impact this guarantee.
  
  Additionally, I was assured that an account representative would reach out to me weekly, transitioning to monthly check-ins. However, within the first two months, the representative assigned to me informed me that she would be discontinuing the check-in calls. 
  
  I found it unnecessary to log into the website daily, especially when new leads were not being provided. To manage my leads effectively, I utilized a separate CRM that did not require daily logins. Unfortunately, there were extended periods throughout the year when I received no leads at all. The few leads I did receive were often incorrect numbers, went unanswered, or showed no interest in purchasing.
  
  If this issue is not resolved through the Better Business Bureau (BBB), I will be compelled to pursue further action.
  
  Thank you for your attention to this matter.
  
  Sincerely,  
  ***** *******

  Business Response

  Date: 05/28/2025

   

  We have reviewed the response and do not find it accurate.  During the sales call, in the addendum and in the university training it was made clear what is required to properly use the system which does involve logging into the system.  Not logging in and updating leads will and does result in marketing lock which happened with frequency.  There will be lead issues if you abandon the system and suffer marketing lock.  We made this customer an offer even though they do not qualify for a refund, which they are free to discuss with customer support at their convenience.

  Customer Answer

  Date: 05/30/2025

  Complaint: 21885449
  
  I have reviewed the business' response and am rejecting it because:
  
  There is no evidence to the statements this business is claiming. If there is please provide a copy of the initial sales call recording, the original addendum from 2023 and the university training from 2023. 
  On the sales call it was made very clear that if I did OR did not a deal within 12 months my activation fee would be reimbursed. This was offered as a money back guarantee. There were no additional requirements made on this call.

  The business stated in their last response that an offer was made even though I dont qualify for a refund. What was the offer?

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