ComplaintsforContinental Real Estate Group, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company advertising $100 flat fee MLS listing. Refusing to take my home off market even after multiple fees

  Business response

  05/31/2024

  ******************** was never our client and we don't believe he should be able to file a complaint.  His mom ***************** who has been very cordial had trouble signing the withdrawal form is our client. We are happy to withdraw her.  In as much as she could not sign the form electronically we called and ******************** answered. We told him to print the form, sign it, scan it and then either email it, mail it or fax it to us.  He said ok and that he would do that and remove his complaint. He has not done it as of yet but as soon as we get the form we will take the listing down right away.

  *****************************
  Broker

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Company refuses to change listing status. I provided a pdf version of my contract (unsigned) and sent two clear photos showing the signature pages , the rep demanded I rescan the signed pages into a whole new pdf document which is not possible

  Business response

  02/22/2022

  Never at any point did we refuse to accept and enter his status. He sent the contract and separately sent two blurry, rotated JPGs of just the signature page in a different section of the site. The top left corner of both were cut off, there were huge black blotches on the bottom of the pages blocking the page numbers and you could see the text from the page below bleeding through.  As a licensed brokerage we have to keep records. Also if there is ever litigation any one of the parties could contest the legitimacy of the document.

  The first rep did not even see the JPGs when she responded.  Our site did state to upload a single PDF. We said he could rescan or he could mail or fax the contract and we would scan and post it. He says in his complaint to you that that is not possible. We are not sure why none of those options are possible?  He's in a mandatory attorney state and said there were no attorneys involved in his deal. We were just trying to comply with ******** record keeping, MLS status requirements and at the same time offer ultra low cost service. We don't even understand his disproportional over-the-top response.  He saved over $10,000 selling his house with us.
  

  Customer response

  02/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I just signed up with Continental Real Estate Group/ aka BrokerDirectMLS.com , and cannot get anyone on the phone, they do not get back at all to me. I also am not able to get a message to them, when you go to the contact us page, input my email address- it loads client area and there is nowhere to put a message. SO YOU CANNOT REACH THEM. I want my money back- did not even finish paperwork fully-- but with service like this --NO THANK YOU!! Kindly refund my money. I see your rating on BBB and realize you do bad business. I should be able to reach you by phone and get answers. REFUND MY MONEY. Wasted a full day on this company trying to fill out my info. Delete my information and refund me.

  Business response

  08/22/2021

  Ms. **** first communication with us (prior to ordering)was online on Thursday 8/19/2021 at 06:58:52am. She asked a question in writing.We responded Thursday 8/18/2021 at 1:10:24pm. She read the response. We can see if they log in and read responses. See page 2 at this link http://www.ContinentalRealEstate.com/ROA/*************.pdf to read both her call log and the messages. It shows her 8/19/2021 message and our reply.  This was all done online. The purpose here is to point out she knew how to reach us online in addition to by phone so stating alone that we dont answer the phone on at almost closing time on a Friday afternoon is not proof that either we dont answer the phone nor that she could not reach us by messaging through the website which she knew how to use.
  All of the following communication can be seen in the log at http://www.ContinentalRealEstate.com/ROA/*************.pdf.On Friday 8/20/2021 at 08:54:51am she called and we had not opened as it was not 9AM. You can hear that hangup at http://www.ContinentalRealEstate.com/ROA/8-20-0855.mp3. Friday 8/20/2021 at 10:24:15am she ordered.  Four minutes later at 10:28:13am she called and we were all on the phone (see IVR call log at link above). She hung up and left no message.  One minute later she called again I was off the phone and she spoke to me (see IVR call log at link above-10:29:16am). I answered her question.  She continued with her order entering the info.
  Her next call was 6 hours later at 4:25 and we were on the phone. You can here that call at http://www.ContinentalRealEstate.com/ROA/1625.mp3.It was a Friday at the end of the day on a Summer weekend.   Staff was working feverishly to get listings up for the weekend and go home. She left a message but we were all trying to get listings typed.  She called again at 4:38. We were still busy tending to other clients. She left no message. You can here that hangup at http://www.ContinentalRealEstate.com/ROA/1638.mp3.  Again she called one minute later at 4:43 and again left no message.  You can here that hangup at http://www.ContinentalRealEstate.com/ROA/1643.mp3.  Again she called at 4:47 and hung up http://www.ContinentalRealEstate.com/ROA/1647.mp3.  She called again at 4:49 and hung up http://www.ContinentalRealEstate.com/ROA/1649.mp3.  Finally she called again at 5:17 and left a message again.  He second message was 52 minutes after her first message. Never in that message did she request a refund. You can hear her at http://www.ContinentalRealEstate.com/ROA/1717.mp3.
  Here is the problem I have with the BBB handling this complaint. A pre-requisite to a complaint should be some screening that a reasonable time elapsed without a return call (say 24 hours) and secondly that the customer asked for a refund or cancellation and was denied. She never asked to cancel or be refunded or gave us the opportunity to agree or refuse her until she wrote the BBB.
  She called incessantly and was not reasonable in the frequency and/or patience to wait for a reply.  To be a complaint the pre-requisite is a dispute.We did not dispute anything. The minute we got your message we refunded her in full and cancelled her order. Honestly, it would have been painful for us to service a client who calls in 52 minutes or about once every 9 minutes.  We were happy to refund her in full and let her be on her way.
  As to her comments on complaints, in 3 years we had 5 complaints out of well over ten thousand clients.I dont wish to publish our volume except to say it is over ****** but 1% of ****** would be 100 complaints.  Five complaints would be 5% of 1% or *****. That is tiny and insignificant.  I might add that the 5 complaints were from people that I will be kind to in saying they were not exactly rational or stable.
  We ask the BBB to delete this complaint as to make a complaint there must first be a dispute but she never voiced any displeasure to us and we never refused to ***** her requests. The BBB is a place for seek assistance with an existing complaint.  It is not the place where the dispute is initiated.
  *****************************
  Broker/Owner

*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. ↩