ComplaintsforReazo

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold "leads" for Buyers of real estate. I was told by the company that the leads were "screened" before being assigned. I pre-paid for a package of 6 leads, which "never expire" and only count as they are assigned to me. The first one was a junk lead that the company reassigned (removed from my ledger), the second one was also a junk lead with a full voicemail and an email that went seemingly to nowhere. The last two "leads" I have received also have full voicemail boxes, strange names (feels like phantom names) and emails that go no where. The company said their screening questions consist of "Are you working with an Agent" which is not a "screening" process that was described when they sold me the service. I have requested my other junk leads be reassigned but those requests were denied. I think they are making up Clients with full voicemail boxes so they can exhaust my lead count without actually supplying customers because they clearly don't really have any. I'm requesting a full refund of the money I spent on this service and to disassociate with them forever. There is no way to verify that these leads are genuine and telling Agents they will be screen, have been screened and that we should just continue to reach out is starting to feel suspicious to me.

  Business response

  10/21/2022

  Please see our response below as well as our attached documentation.

  
  Here is a summary of ******************** subscription to our service and our interactions with her.

  
  The customer ordered a subscription to our real estate lead generation service on April 14, 2022.  The subscription the customer purchased was our Exclusive Lead Subscription for a package of 6 leads for a total of $681.50. This total charge included a one time non-refundable set up fee of $99.50. Please see the attached receipt. 

  
  The customer finalized the subscription on their own. Before the card has been charged, we send the customer an email titled Complete your subscription. The email contains a link which will prompt the customer to finalize the setup of their account. They are prompted to set up a password for their members area first. Once that is done, the terms of the service are displayed for them to review.  If they do not agree to any of these terms, they can back out at any time and are not charged. Only after they review the terms, check the three acknowledgement boxes at the bottom and sign the agreement do we run the card and activate their subscription. 

  
  For your convenience, we have attached a copy of our Terms of Service. A copy of the terms is available in their members area at all times. We have also included a PDF containing an example of the process the customer would have had to follow to confirm/finalize their subscription. 

  
  The very first section of the terms clearly defines what a lead is for this service. It states Customer understands and agrees that any *********** Lead (Lead) that Reazo provides is defined as a person or business that identifies as a potential buyer or seller of real estate and is not a guaranteed transaction.. 

  
  The customer emailed in on July 12, 2022 after a request for replacement for one of their leads had been denied asking on what grounds can we decline the request. We explained the replacement policy to them and also the details behind the decision to deny the request. The full replacement policy details were included in the terms of the service provided to them PRIOR to finalizing their subscription. 

  
  Contrary to what the customer stated, we do verify more than just are you working with a realtor. A list of what we verify was given to the customer in the email mentioned above. The answer to this question is also listed in the *** section of our website and can be corroborated very easily and at any time. We do not purchase leads from 3rd parties nor do we auto capture their information. All leads are individuals who provided their information on their own accord and whos information and need for assistance from a realtor has been verified/confirmed. 

  
  As for their communication troubles with the leads, were sure you understand that verifying a leads information does not automatically guarantee that that lead will pick up the phone for the next person nor that they will choose our customer as their realtor. We have no control over the leads actions, behavior nor their decisions. Though, as you can see from the attached lead pages for their two declined replacement requests, we were able to connect with the leads on their initial request and again a second time after the customer submitted them for replacement consideration. 

  
  In this same email from July 12th, the customer requested a refund for their subscription. The customer was reminded that the cancellation/refund period is only available for the first 30 days of a subscription. Furthermore, the cancellation/refund policy only applies to packages of 9 leads or greater. Per the terms of service, which the customer willingly agreed to and signed, promotional packages (which are packages of 8 leads or less) are nonrefundable and so she was not eligible for a refund.  

  
  We did not hear from the customer again until October 12, 2022 when they emailed in stating they would be pursuing another solution since our terms do not allow her to receive a refund. 

  
  As you have seen in the attached documents, we have and will continue to act in accordance with the mutually agreed upon terms. The fact that the customer has changed their mind,  months later, does not negate their initial acceptance of these terms. At this time they have 2 leads remaining. We will continue to fulfill our obligation and continue to send the leads they are owed. Once the last lead is forwarded, their account will automatically be closed. We are not an auto-renewing service so there will not be any further billing. 

  
  We appreciate your attention to this and we now consider this matter closed. 
  

  
  

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This lead generation company, Reazo, is all about lies, getting my money, and keeping it without performing any service. I am still waiting for almost $1000 back. Reazo claimed they have a risk free 30 day trial period, but I had to advance the money for "buying leads". Within 2 weeks, they only sent me 2 useless leads outside my farming area (leads I could not even use because they where out of town). When I called Reazo to try to cancel over the phone (and 4 emails) within the 30 day trial period, the representative claimed I have to pay $200 for the two leads they sent me. I am still waiting for my full refund. Try to get a cancellation proof in writing nothing! I am scared I fell into a trap. They are not legit. Their cancellation process is not free of hassle.

  Business response

  06/01/2022

  Please see our response below as well as our attached documentation.
  
  Here is a summary of ****************** subscription to our service and our interactions with her.
  
  The customer ordered a subscription to our real estate lead generation service on May 4, 2022.  The subscription the customer purchased was our Exclusive Lead Subscription for a package of 9 leads for a total of $972.50. This total charge included a one time non-refundable set up fee of $99.50. They were given 1 bonus lead giving them a total of 10 leads. Please see the attached receipts. 
  
  The customer finalized the subscription on their own. Before the card has been charged, we send the customer an email titled Complete your subscription. The email contains a link which will prompt the customer to finalize the setup of their account. They are prompted to set up a password for their members area first. Once that is done, the terms of the service are displayed for them to review, including the cancellation policy.  If they do not agree to any of these terms, they can back out at any time and are not charged. Only after they review the terms, check the three acknowledgement boxes at the bottom and sign the agreement do we run the card and activate their subscription.  Please see the attached email tracker records.
  
  For your convenience, we have attached a copy of our Terms of Service. A copy of the terms is available in their members area at all times. 
  
  We spoke with the customer on May 17th when she requested to cancel her account. She stated that she had changed her mind and realized she made a mistake in signing up. She said the leads are too far away and she really only wants to work certain zip codes in the city of ***** and so she is not comfortable having the whole county. She said her sales rep did tell her to refer the leads out if they were too far away for her but that she didnt want to do that. She further stated that she knew she cannot customize the territories and so she had decided to cancel.
  
  At that point we explained that she would receive a refund for the remaining balance in her account in the amount of $679. The customer became extremely upset stating that she was told something different at the time of sign up and began to demand that we issue a full refund.
  
  We told her that we would be more than happy to look into it further. We explained that we would listen to the sales call and follow up with her once we had the whole picture. The customer kept insisting that we needed to give her a full refund. We explained that we could not make any decision without first doing our due diligence and we cannot disregard our terms simply because she demands it. We again asked her to give us the opportunity to listen to the sales call and let her know that we would follow up with her once that was done. At that point **************** stated that she did not want any further communication from us by phone or email then ended the call shortly after. 
  
  We have been providing quality buyer and seller leads to thousands of real estate professionals across North America since ****. Our 30 day evaluation period is in plain view in both our FAQ as well as the terms of service provided to the customer prior to their acceptance and activation of their subscription. **************** signed up for our service on her own accord and received two buyer leads in her subscribed area. Our standard follow up with those leads confirms that at least one of the leads has not been contacted and they are still very interested in buying a home which could result in thousands of dollars in commissions for ****************. 
  
  We were more than willing to communicate with **************** throughout the entire process verbally and electronically, however, she specifically requested that we cease all communication with her and stated she would just dispute the charge through the bank. Within 15 minutes of her ending the call on May 17th she forwarded us a confirmation email showing she had already disputed the charge. 
  
  ****************** request for no further communication from us and their ***** dispute of the charge essentially denied us any opportunity to handle this matter in an amicable manner. Our hands are now tied and we now have to work with the card issuing bank. Any delay for ****************** refund is now solely based on her bank's actions. Even though we stand by the services delivered to ****************, when we receive the correspondence from the bank **************** will be receiving a credit for the full $972.50 charged. We now consider this matter closed.
  
  

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company said they would provide me with leads after they made contact with them to determine if they were legitimate leads. I tried to work these leads and spent numerous calls, emails and texts and no response. While this does happen, if the lead is old it won't work. If it is a lead that inquired just prior to them speaking with them they would at least respond in some way. After the 4 leads I called with no response to emails, texts and phone calls I requested to cancel. Since them there has been no further leads even though I had 3 weeks left. The area they sold me has 1.6 million people looking all the time for real estate. Basically they didn't have the traffic or they sold me old leads that had been purchased from the web and they were trying to resell them to me.Therefore I want them to return my money. They are fishing for agents to pay them for leads that are not viable, and they don't have what they said and they never talked with any of the leads. As soon as they were sent to me I contacted them immediately so this company did not do what they said. In addition, I called and spoke to another employee who admitted they don't call these leads. So they sold me on false pretenses.

  Business response

  05/20/2022

  Please see our response below as well as our attached documentation.
  
  Here is a summary of Ms. ********* subscription to our service and our interactions with her.
  
  The customer ordered a subscription to our real estate lead generation service on April 19, 2022.  The subscription the customer purchased was our Unlimited Leads Monthly Subscription which is a non-refundable and monthly recurring subscription. The monthly subscription price was $99.95. Please see the attached receipts. 
  
  The customer finalized the subscription on their own. Before the card has been charged, we send the customer an email titled Complete your subscription. The email contains a link which will prompt the customer to finalize the setup of their account. They are prompted to set up a password for their members area first. Once that is done, the terms of the service are displayed for them to review.  If they do not agree to any of these terms, they can back out at any time and are not charged. Only after they review the terms, check the three acknowledgement boxes at the bottom and sign the agreement do we run the card and activate their subscription.  Please see the attached email tracker records.
  
  For your convenience, we have attached a copy of our Terms of Service. A copy of the terms is available in their members area at all times. We have also included a PDF containing an example of the process the customer would have had to follow to confirm/finalize their subscription. 
  
  The customer first contacted us on April 24, 2022 with questions as to how we generate the leads. They stated they had noticed that most of their leads were Latin and wanted to know if she was receiving those because no one wants them or if we were advertising to the **************** As you can see, the customers question was answered in the email sent on the morning of April 25th. We explained that we do not target a particular ethnicity. The leads find us on one of our sites via an online search and once they submit a request that is essentially how we generate the leads. 
  
  We heard from the customer again on May 2, 2022. They had left a voicemail this time stating they wanted to have the account set for cancellation at the end of the cycle as they were having a hard time reaching the leads. They also asked, again, for an explanation of what the leads are searching for or how they are generated. As you can see, we explained the process of how the leads are generated and also the methods used to verify their information. The email to them stated our verification team will attempt to contact them by phone to confirm their information. The leads are also sent an email confirming we have received their request and they can also use this avenue to confirm their request..    
  
  As for their communication troubles with the leads, were sure you understand that verifying a leads information does not automatically guarantee that that lead will pick up the phone for the next person nor that they will choose our customer as their realtor. We have no control over the leads actions, behavior nor their decisions. 
  
  The cardholder submitted an email on May 10, 2022 requesting a call from a member of management to discuss their account. We followed up, as requested. In this call the customer stated that we had purposely stopped sending her leads and requested a refund. Our representative attempted to address their concern and explain that our verification department does not have access to the customer accounts and so they have no way of knowing if the account is set for cancellation or not. However, the customer interrupted stating thats not true. They then again stated that they had no idea how we are getting the leads. This of course is a false statement as the process had already been explained in our email to them on May 2nd and during their initial sign up call. 
  
  When we attempted to, again, explain this process to them the customer interrupted and told the representative that she was not interested in anything we have to say and again requested a refund. At that time, the customer was reminded that per the mutually agreed upon terms the service is non-refundable. We again attempted to address their concerns and also answer the questions asked during the course of the call but the customer did not allow us to. 
  
  In their complaint to you the customer falsely accused us of sending old leads that had been purchased from the web. As we have shown in the attached documents, the process of how the leads are obtained has been explained to them  several times. We do not purchase leads from 3rd parties nor do we auto capture their information. All requests were made by individuals who provided their information on their own accord.
  
  They also falsely stated that a member of our team told them that we never talked with any of the leads. The attached call records show that the cardholder has only spoken with two representatives from our company. They spoke with their sales representative during their initial sign up call on April 19th and also to our department manager on May 10th. Neither of these representatives stated at any point that we never talked with any of the leads. You can also see that this statement was never made on any of our email correspondence to the customer. We have an audio recording of both of these conversations and would be happy to supply them to you at any time. 
  
  As it is stated in our terms of service, if a customer does not receive a minimum of three leads within a billing cycle and they notify us within the appropriate time frame, a free month of service is added to the account. Although ******************** would not allow us to address this with her in our call with her on May 10th, the free month of service was still added to their account. Their account renewed on May 19th and they will continue to receive any leads that come through until the end of the free month given. 
  
  As you can see from the documents provided, we have always been more than willing to address the customers concerns and all of our statements have been consistent and in full accordance with the mutually agreed terms of service. The customers request for cancellation will be honored and their account will be closed at the end of the free month. They have been notified of this via email. 
  
  We appreciate your attention to this and we now consider this matter closed. 
  
  

• Initial Complaint

  04/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by Reazo in March **************************** my area to receive real estate leads. I was told the leads are verified meaning that the person has been contacted, phone number and email confirmed, and awaiting my call. I've received a total of 8 leads since my service began March 15th. I reached out to Reazo on March 23, 2022 letting their customer service know I was having trouble making contact with the leads provided and asked where these leads originated. I was told they operate over 200 sites, and that once a lead is received, "our verification team will attempt to contact them by phone to confirm their information. During the process we weed out disconnected phone numbers, obviously fake names, and any one that tells up they do not wish to speak with a real estate agent. Leads are only forwarded once we are able to verify that the information provided is as accurate as possible." The very 1st lead per my notes: Attempted contact 03/15 but phone number is invalid.The 2nd lead per my notes: Attempted contact via phone and left a voicemail on 3/15 at 2:05 pm.The 3rd lead per my notes: Attempted to phone and left a voicemail 3/15 at 2 pm The 4th lead per my notes: Attempted call 3/17 @1:18 pm. No answer and left a voicemail.The 5th lead per my notes: Attempted calling 3/22 @ 5:35 pm. No answer and left a voicemail. Attempted calling 3/23 @10:56 am. No answer The 6th lead is working with another agent.The 7th lead has an invalid phone number.The 8th lead received today hung up on my when I reached her. Obviously she didn't want to speak with a realtor.This service was very misleading and despite efforts to have the remainder of my service period refunded, I was told I could cancel but per the contract I signed, no refund would be issued. I paid over $989.67 for a year of exclusive verified leads in Houston County *******. I didn't expect all leads to result in success but I did expect to receive at least 1 that resulted in a conversation.

  Business response

  05/05/2022

  Please see our response below as well as our attached documentation.
  
  Here is a summary of ************ subscription to our service.
  
  The customer ordered a subscription to our real estate lead generation service on March 15, 2022.  The subscription the customer purchased was our Unlimited Leads Monthly Subscription which is a non-refundable and yearly recurring subscription. The yearly subscription price was $989.67. The customer finalized their subscription on March 15, 2022. Please see the attached receipts. 
  
  The customer finalized the subscription on their own. Before the card has been charged, we send the customer an email titled Complete your subscription. The email contains a link which will prompt the customer to finalize the setup of their account. They are prompted to set up a password for their members area first. Once that is done, the terms of the service are displayed for them to review.  If they do not agree to any of these terms, they can back out at any time and are not charged. Only after they review the terms, check the three acknowledgement boxes at the bottom and sign the agreement do we run the card and activate their subscription.  
  
  For your convenience, we have attached a copy of our Terms of Service. A copy of the terms is available in their members area at all times. We have also included a PDF containing an example of the process the customer would have had to follow to confirm/finalize their subscription. 
  
  The customer contacted us via email on March 28, 2022 where they requested the cancellation of their account and a refund for their subscription charges. We set the cancellation and reminded them that per the terms, the service is non refundable and they would continue to receive leads through their pre-paid time frame which ends on 3/15/2023. 
  
  The customer became upset at this response and immediately threatened to have their attorney reach out to us. We again reminded them of the subscription terms to which they willingly agreed to and sent them a copy of their signed agreement for their reference.
  
  In regards to their troubles with the leads, were sure you understand that verifying a leads information does not automatically guarantee that that lead will pick up the phone for the next person nor that they will choose our customer as their realtor. We have no control over the leads actions, behavior nor their decisions. 
  
  According to the customers notes for their 7th lead, the leads phone number was not valid. The customer added this note almost a month after we forwarded that lead to them. It is completely unreasonable to try and blame or hold us responsible for anything that transpires with a lead after we have confirmed and forwarded their request. 
  
  These are leads and not referrals, and so we do not have the ability to guarantee that any lead will result in a purchase/transaction. When working with leads there will always be challenges with expectations, responsiveness, time frames, etc. Some leads take a bit more time, effort and nurturing in order to get them to purchase while others may never end up purchasing. This, of course, is certainly not unique to our service.
  
  The fact of the matter is that the customer agreed to the terms of the service. ****************** was fully aware of the fact that the service was non-refundable from the start. The fact that they changed their mind weeks later does not negate their original acceptance/agreement of our terms. Our responses to this customer and our actions have been in full accordance with the mutually agreed on terms of service. As we mentioned to the customer upon their initial request to cancel and for a refund, the service is nonrefundable and therefore, the account is not eligible for a refund and so the account will continue to remain active through the pre-paid time frame.
  
  We encourage the customer to continue to follow up and nurture their leads and sincerely hope that they will become one of the many agents who find success with our service.

  Customer response

  05/05/2022

   
  Complaint: 17112701
  
  I am rejecting this response because the leads were guaranteed to be verified that the phone number and email are valid and that they in fact want to be contacted by a Realtor. As of yet, I have been unable to even have a conversation with their so-called leads. I've attempted phone calls to which I have been hung up on, texting with no response, and emailing with no response. This is a breach of the service they offer. I am a seasoned real estate agent and realize that every lead will not result in a deal, but at the very least, I should have been able to have a conversation with at least one lead from this service. Although I may not get a refund, I'd like to warn others of this scam.

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

*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. ↩