Complaints

This profile includes complaints for Better Homes and Gardens Real Estate/The Masiello Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Better Homes and Gardens Real Estate/The Masiello Group has 15 locations, listed below.

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  Better Homes and Gardens Real Estate/The Masiello Group

  69 Island St STE 3A Keene, NH 03431-3507

• 

  Better Homes and Gardens Real Estate/The Masiello Group

  124 S River Rd STE 1 Bedford, NH 03110-6738

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  Better Homes and Gardens Real Estate/The Masiello Group

  79 Congress St Portsmouth, NH 03801-4041

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  Better Homes and Gardens Real Estate/The Masiello Group

  408 Lafayette Rd Hampton, NH 03842-2222

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  Better Homes and Gardens Real Estate/The Masiello Group

  4 Market Pl Unit 5 Hollis, NH 03049-5976

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:04/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  see Attached document

  Business Response

  Date: 04/10/2024

  Re:  Complaint of **** * ******** ****

  Complaint #: ********

   

  Dear Better Business Bureau:

   

  Please let this communication serve as a response to the above-referenced undated complaint your  office sent to ours (The Masiello Group d/b/a Better Homes & Gardens the Masiello Group (“***”)) via email on April 2, 2024. 

   

  It is clear that the marketing and showing of the three-unit property in which the **** family resides has been a trying and stressful experience for them.  Both Kim M***** (the listing agent) and Terry C**** (a realtor associated with *** but not involved as a selling agent but instead hired by the new owner of the property, Myles F*****, as property manager) became aware of the fact that both Mr. **** and too some extent Mrs. ****, as well as their daughter, suffered from claimed disabilities.  As one can ascertain by reviewing the dozens of communications and other documentation Mr. **** annexed to his letter to the BBB, Kim and Terry both responsibly and sympathetically responded to all of the limitations Mr. **** insisted upon relative to the showings associated with the property, their stored personal property, and their disability-related requested accommodations. 

   

  There are, however, several factually inaccurate and unsubstantiated allegations in Mr. ****’s complaint which should importantly be brought to your attention.  First, *** had no ownership interest in the property which was never, as alleged, “sold to an associate of the Masiello Group” as Mr. **** contends.  Instead, upon purchasing the property, Myles F***** engaged two individuals associated with *** to sell and manage the sale of the property  -- Kim and Terry respectively.  Thus, Myles F***** is not “associated with the Masiello Group” as claimed, and *** has no titled interest in the residence. 

   

  Next, it is ***’s position and understanding that there is no substantiation of Mr. ****’s conclusory allegations that appear in the first paragraph of his letter that “aggressive, bullying, threatening, harassing, and intimidating behavior” was in fact experienced by any of the members of the **** family.  The documentation instead reveals that they acknowledged and took steps to be amenable to Mr. ****’s insistence that “protective coverings” be implemented during showings due to the claims of weakened immune systems of the occupant(s).  They communicated to no one that the ****es were “problem tenants,” and disclosed no confidential information regarding the particulars of their lease and tenancy.  They tried mightily to appease Mr. **** relative to his rather ever changing demands upon when and how closings would be scheduled and conducted. 

   

  No threats were made that anyone was engaged in “criminal activity” as claimed.  All forty eight (48) hour notices required by the lease were provided, and yet many times access was denied by the occupant(s) of the first floor unit to Mr. C****, Ms. M***** and prospective purchasers accompanying her.  My review of the documentation amended to the complaint, as well as my discussion with both of them regarding this matter, have confirmed that our agent as well as Mr. C**** acted professionally, respectfully, and in fact, politely, to the host of complaints and restrictions placed upon them by Mr. **** relative to their sale and marketing of the property.  There was one comment (where Mr. C**** suggested Mr. **** was crazy) which was telling of his frustration and which he regrets and we apologize for.

   

  We realize that this experience of having a property sold from underneath tenants residing there for over 10 years can be unsettling, inconvenient, and distressful.  There are recent developments, however, which we would appreciate your sharing with the **** family, which will ameliorate this experience for them.  The property is under contract to close this month.  Kim M***** advises me that the new owners have NO plans to evict the ****es as tenants, and will in fact discuss formalizing and extending their leasehold tenancy.  Even assuming the new owners decide otherwise and seek to terminate the tenancy, there are a host of federally mandated rules and regulations, as well as certain Vermont statutes which would protect these long term tenants in the event an eviction proceeding is initiated. 

   

  As it appears that this situation will resolve itself in the next three weeks of so, *** would appreciate your placing this matter “on file,” if you will, until the transaction is completed.  If there is any further information or discussion you seek associated with this particular matter, please do not hesitate to reach out to me.  My cell phone number is ***** ********.  Thank you for your anticipated cooperation.  *** has a decades long industry-wide reputation of extremely high customer satisfaction and professionalism in the arena of residential and commercial real estate, having received numerous awards and honors associated with its operations.  We take the matters raised by Mr. **** seriously, and will be glad to address any further concerns the BBB may have concerning his allegations.   

  Customer Answer

  Date: 04/17/2024

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 
  
  Sincerely,
  
  **** * ******** ****

  First of all, this complaint should not be put on file and held for 3 weeks as *** is requesting. The damage has been done , the problem remains so it is not going to fix itself in 3 weeks as they claim. Nothing was ever made clear as to Myles F*****’s role in the process. However by virtue of having a sales contract with *** and not releasing them from it after we reported our mistreatment to him makes him just as responsible. Furthermore he continues to defer to *** rather than accept responsibility as a landlord. 
  *** responded neither responsibly nor sympathetically to emails at the beginning of the process. First there was the non responsiveness period when we first asked for the special accommodation for our daughter. Kim M***** announced showings would begin on Tuesdays only prior to January 14. Then she said it would be all 5 days and had realtors at our door constantly and still no word back about our accommodation for our handicapped daughter. After I turned a realtor and their client away we received information from Kim that hazmat protocol did not call for full coverings. Upon our insistence and a note from the doctor Kim relented to full coverings but if we chose to use this protocol it would be at our own expense. We ordered coverings right away as soon as we found out they would allow. They due to arrive on January 22nd which we informed them and that was when we would allow showings provided they were willing to wear the coverings. In the meantime rather than tell the other realtors the apartment wasn’t available for showings we were bombarded with emails about changes of showing days which eventually went to 7 days .also realtors banging on our door expecting to get in. It was this time too that Terry C**** requested a copy of what we had ordered. Which we supplied. Then both he and Kim told us just to go to Home Depot and buy them. We refused as we had already ordered them. In this time period Kim and Terry decided that Terry would go to Home Depot and purchase coverings and try to show the apartment on Saturday and Sunday without any regard for or discussing it with us. As mentioned we have a handicapped daughter and on Saturday she has a full day of therapy and Sunday is her bath day and equipment cleaning day so we refused weekend showings. We felt that if anyone was really interested in the property that they could make time between Monday through Friday between 9am and 5pm. Also when Terry brought the coverings he hung them on the doorknob and left. When I found them I emailed him and asked him to pick them up and return them and get his money back as we would not use them as we were told by Kim M***** that if we wanted to use full covering protocol it would be at our own expense. This was just another attempt to push us around and bully us. At this time Terry also wanted to know if I was crazy and also might as well have called me a liar as he stated “ he didn’t believe anything I said about my daughter “ There was no regret about these statements Terry made as *** stated. Otherwise if that were true I should have received an apology.on January 19’ 2024 11:36:01 am an email fro Kim M***** went out to all tenants at Church Place (which is the 2nd building *** is contracted to sell) and Williams Street Extension stating it was the 48 hour notice for showings the week of 1/22/2024. Mid way down the page it states Williams Street Extension continues to be a big problem, less the 2nd floor. This would be inferring we  on 1st floor and our son who was living on 3rd floor ( who they ran off with their harassing and bullying and also was a caregiver for his sister so we no longer have that support which is very inconvenient ) as being big problems and once again as you can see their email went to all residents in 2 separate houses. As for the mention of possible criminal activity, there were at the very least plenty of insinuation about criminal activity by other *** realtors and their prospective buyers plus breech of contract and other comments which had been a nonissue for the 2 years Myles F***** has owned the property. Having contracted with *** to sell his property and then having done nothing about mis treatment ,bullying, and harassing by *** makes him as responsible for the undue stress and humiliation we have suffered. Also our handicapped daughter picks up on how my wife and I are feeling. She understood what was going on and the activities surrounded the sale going on have caused her much emotional distress and has been traumatizing to the point it has seriously interrupted her daily living pattern. In closing the business response is totally unacceptable especially the part of the request for BBB to put the matter on file for 3 weeks and the problem will resolve itself. The earlier emails from 1/4/24 through 1/19/24 I believe prove what I said. The 1/19/24 notice to remedy or quit was instituted by *** who is supposedly a realty company selling agent who has no business taking this kind of action and since Myles F***** who should have been taking this action if needed and who was obviously okay with things because he had not said anything for the 2 years he owned the property should have consequences since he did not nullify his contract with *** when he heard of the abuse of the tenants.he is just as responsible for the undue stress, humiliation and bullying. I stand with my original position that between Myles F***** and *** that those two parties should incur the expense of losing this property to my family. These kind of business should be humbled to the fact that elderly and handicapped people have feelings plus a place and purpose in life.thank you for your concern and consideration.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  *************************** was hired by Mutual of Omaha, who I paid on my Credit Card, to have ******************** perform a home inspection and Appraisal at ************ *****, **, in Dec. 2023..In one bedroom a hatch to the attic had additional barrier to prevent insects from entering the home. When asked I offered to reveal the hatch, crafted by a local *********. He declined but later highlighted it as a Deficiency to the Mortgage lender, who demanded I correct, with another photo. I have no way to photo this and so cancelled the loan. In his report he added another photo showing it as deficient. Another lender did another inspection and took a picture of the attic, hatch removed, and no issues. Had *************************** accepted my offer to reveal the attic opening no deficiency would have been reported.

• Initial Complaint

  Date:12/15/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 Sunday September 6, 2020, I received an email from Abi W****** who represented The Massiello Group. I was a prospective buyer who was relocating from Colorado Springs, CO to New Hampshire. My first reservation with Abi was on October 15 2020, when our official offer fell through due to the seller not having a clear title. As a result I was inconvenience with over $15,000 dollars debt in inspection costs and not being able to relocate in a timely manner. On November 2020, I had a home inspection prior to closing where I empathized the importance of stripping the roof to the sheathing, before reshingling the roof. Massilleo Group assured me the work would be done by a reputable company before closing. Later I found out the work was done by the homeowner as retold by my neighbors. I was recently quoted a roof replacement in the range of $15,000- $20,000. In proximity of November 6, 2020, I stressed to Abi W****** the importance of a serviceable septic tank and leach field. At which point I was contacted and told the septic was installed by **** ****** and was serviced and up to date by **** ****** in the fall of 2019. In April 2021, I had a routine inspection at which point I was made aware that the septic was illegally installed and the leach field was above ground and not properly buried. On April 9, 2021, I made Abi aware about this situation. On April 12th, 2021, I reached out to **** ****** and inquired about the install as well as the service done on April 2019. At which point they advised me they do not handle installs and have never serviced *** ***** *** ******** ** *****. As listed by the listing agent they stated the septic and leachfield was done in 2012. I will now be responsible for over $50,000.00 for a full septic and Leachfield replacement. Please let me know what we can do to settle this matter. I would be happy to provide estimates as needed. Thank you ***** ******** I have voice mails and text messages to prove lies which cost me