Complaints

This profile includes complaints for Orchard's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Orchard

  195 Broadway 26th Floor New York, NY 10007

  
• 

  Orchard

  316 West 12th St 6th Floor Austin, TX 78701

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:02/15/2024

  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.

  We allowed Orchards painters into our home, while the painters did their best, the General Contractor didnt give the painters enough time to properly paint, clean up and they destroyed my wood blinds in just about every room. Some dont open, some dont stay up. We invited the ** over numerous times to see our issues and the only information we received is for my disabled wife to use a razor blade to remove paint. He would not address the sloppiness, missed paint, our previous colors, NOT COVERED

  

  Business Response

  Date: 02/29/2024

  We always appreciate the opportunity to address our customer's concerns. In this instance, we are still discussing a possible resolution with this customer.

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because am finally getting someone to see my broken blinds, paint over spray and just 3000 sq ft. Of bad work.  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 03/20/2024

  We understand there are pending concerns related to the completed work and we appreciate the opportunity to address our customer's concerns. ********************** has been actively communicating with *** and *************** and has taken corrective action to address their objections.
  
  Specifically - we have walked the home with their son as requested and have already completed any relevant paint corrections. There is also a final quality walk with her son already scheduled to confirm final acceptance of the work on 3/22/24. Lastly, we wanted to help provide a solution for the damaged items, but that offer was initially declined by ***************. 
  
  Our goal is still to conclude this matter with a mutually acceptable outcome to all parties after the final quality is confirmed. 

• Initial Complaint

  Date:01/04/2024

  Type:Order 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.

  We had an executed contract to buy a property (**** *********** *** *****************) from Orchard. Less than 18 hours from the scheduled closing date and time, they disclosed that closing could not happen because the current home owner did not have the funds to pay off their existing mortgage (over $9,000). We decided to terminate the contract, but orchard refused to release our option money, in addition not to reimburse us the over $1000 spent on inspections, and appraisal. Orchard decided to accept an offer on a home which was not sufficient to satisfy existing liens, knowing that their client was not able to pay for the deficit. They also failed to disclose this fact until the night before closing, effectively wasting 40 days and forcing us to incur unnecessary expenses.

  

  Business Response

  Date: 02/29/2024

  We appreciate the opportunity to address ****************** concerns. We have looked into this situation, and there are a number of points worth clarifying. First, and similar to ****************, Orchard also did not know of the sellers lien on the property. We too were disappointed by this fact, as we also expended considerable time and resources on this transaction and did not receive any compensation for our services. Like any other real estate brokerage, we would never have taken on a transaction had we known it would not have had the possibility of closing. 

  Despite this unknown and unexpected seller lien that jeopardized the closing, Orchard still went above and beyond to come up with solutions. Namely: we were willing to work with the buyers agent to credit a portion of our commission provided that closing would occur, which the buyers agent ultimately refused. We also tried to get the lender to see what possible solutions existed to achieve a closing, but at the end of the day we were the only party making an effort to reach a resolution.

  Lastly, we would note that the buyer's agent refused to use our preferred title company. And in this case, the buyers agents chosen title company missed the discovery of the lien until the last moment of the transaction, which reduced the amount of time possible to come up with a resolution. Had the buyers title company discovered the sellers lien earlier in the transaction, there would have been more time and options to still preserve the closing.

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising 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 8/29/23, my wife and I signed up for Orchard's Move First mortgage program to move to ************** and sell our house simultaneously. We had our appointment on 9/9/23 and met with an advisor over Zoom. Her name was ***************************, and we were finalizing all the info. And I shared my desktop to show my wife, who wasn't home, what our viewpoint looks like. In doing so, an NSFW picture got shared instead, and no one noticed, so we moved on. After 40 minutes, we signed our agreements for a Guaranteed cash offer of ****** and an exclusive sales agreement. During that week, we had appointments set up for our **** Estate Agent and team to start the process; on 9/13/23, Somebody canceled our meetings, and we were waiting for someone to take our calls. We got an email from SVP ********************* saying they wanted something other than our business. I called ***** to find out why, and he told me it was because of the shared picture we didn't know about. He broke some internal policy, and he can't service us. End of story, he even admitted it was a mistake and had happened, including it not being a big deal. I told him we already signed an agreement, and he didn't care, illuding to my character not being exemplary. Even though it sounds like what his report says was blown out of proportion. They are forcing us to cancel our contract even though they violated the terms they had set forth, offending someone not listed in the agreement.

  

  Business Response

  Date: 02/23/2024

  We appreciate the opportunity to address **************** concerns. We have looked into this situation, and while we dispute the claims in his complaint, we have already provided him the termination notice he was seeking, and did so on October 11, 2023.

• Initial Complaint

  Date:08/14/2023

  Type:Sales and Advertising 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 had a zoom meeting with a sales rep who told me one thing. I worked with 2 intensely rude agents who told me something completely different then after they did not agree with the price they decided they had too many clients and told me they could not sell my home. I sent 2 keys to an orchard manager by request. They sent only one back.

  

  Business Response

  Date: 08/21/2023

  We appreciate the opportunity to address ****************** concerns. We looked into this situation, and upon further review: 1) we do not have any items from **************, as we returned the package he sent us in the same form as it was received, and 2) based upon on his requests for things we do not offer (i.e. someone to care for and maintain his home), we did not feel we would be the best fit for him and chose not to move forward with listing his home.

• Initial Complaint

  Date:07/14/2023

  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.

  My husband and I used Orchard for their move first program. While under the due diligence period and had just submitted ******* money on the new home, we were told that there was an issue with our guaranteed offer. This set us back for our due diligence period and Orchard tried to lower our guaranteed offer by $16k. We were shown paperwork claiming that our original guaranteed offer was canceled a month prior, stating that the reason for canceling was that we no longer wanted to work with Orchard. There is no proof that we ever tried to cancel and we have a lot of evidence showing that we planned to continue with Orchard. We were given multiple excuses as to why the offer needed to be lowered and they could not keep their story straight. Only after involving a lawyer and not accepting the new lowered offer did they give us the original offer back.

  

  Business Response

  Date: 07/17/2023

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties you encountered. We know that your experience with Orchard has not met your expectations, and we appreciate your willingness to share your feedback.
  
  Our goal at Orchard is to provide transparent and reliable services to our clients throughout the home buying and selling process. We deeply regret any miscommunication or inconsistencies you experienced, and we acknowledge that we fell short of delivering the seamless experience we strive to provide.
  
  We want to assure you that our intention was never to inappropriately alter the terms of our agreement with you. Nonetheless, we acknowledge that breakdowns in our internal communication and processes caused you unnecessary stress and frustration. Honoring our commitments and maintaining our clients trust are of the utmost importance to us. It is for these reasons that once we were made aware of the extent of this issue, we were determined to make it right.
  
  Rest assured that we are committed to learning from this experience and improving our processes to prevent similar occurrences in the future.
  We genuinely value your feedback and appreciate your patience throughout this process. We strive to continuously enhance our services and ensure that our clients have a positive experience when working with Orchard. 
  
  Once again, we apologize for the difficulties you faced. We remain committed to regaining your trust, and to the extent there are any outstanding issues, working with you to find fair resolutions. Thank you for giving us the opportunity to address your concerns.
  
  

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They did not offer any solutions, they simply repeat that they will learn from this and that they attempted to make things right, when they did not. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 07/20/2023

  This matter has been resolved in that we have rectified the situation. Once we became aware of the breakdowns in our internal communications and procedure, we immediately reversed course and honored the initial terms of our agreement with you. With the restoration of your guaranteed offer at the initial amount, you were able to complete your home buying transaction on time. We have also apologized for any inconvenience we *** have caused, thoroughly investigated where and why breakdowns in our process *** have occurred, and incorporated your feedback into revised processes and procedures so as to prevent similar occurrences from happening in the future. We understand that, even though we ultimately provided you with your original offer amount thus rectifying the issue at hand, you unfortunately do not perceive your experience with us in a positive light. We do not take this lightly and are committed to doing better in the future.

• Initial Complaint

  Date:02/13/2023

  Type:Delivery 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.

  We entered into contract with Orchard in November 2021 with their Move First Program. This program allowed us to receive up to 90% of our home value to put down as a down payment on our new home and then for the remainder of the instant equity amount to be received when the house sells. In November 2021, we received from Orchard that the value of our home was $425,000 and after a home assessment was conducted, it was determined by Orchard that we should list our price for $455,000. All documentation from Orchard describing the instant equity is that we would get up to 90% of the instant equity and then we receive the remainder of the after the house sells. Our buying agent ******************* never stated or notified ** that the instant equity is Orchard's guaranteed offer and if the house does not sell within **************************************************************************** September 2022, the listing agent informed ** that if our house did not sell within 120 days that we would not receive anything above $375,000 guaranteed offer. I inquired how she concluded this but she never provided me with any documentation/explanation. We received another listing agent who stated the same thing and he never provided any information on how he came to this conclusion when inquired either. Although I have inquired and stated that we did not sign anything pertaining to a guaranteed offer, I was never provided anything until after the listing expired and I emailed the listing agent's manager, who informed me that our documents do not state a guaranteed offer but the instant equity is Orchard's guaranteed offer and we should have been informed this by our buying agent, When I confirmed that we were not, we were apologized for the miscommunication. However, none of Orchard's written documentation or FAQ states that the instant equity is the guaranteed offer. This needs to be communicated in writing rather than being told it should have been communicated verbally.

  

  Business Response

  Date: 02/16/2023

  We appreciate the opportunity to address our customers' concerns. We met with this customer in November 2021 and explained our program in complete detail including the fact that we would give an initial offer of up to 90% of the current market value at the time of the meeting, and allowing the customer to be in control of their listing price for 120 days, giving them the opportunity to receive any additional proceeds above Orchard's offer. The documentation that was signed by the customer lays out the details of the listing period, including what would happen if the home did not sell for above the price of Orchard's offer. 

  
  The customer was also informed by two different listing agents regarding the nature of not selling above the Orchard offer, and such agents also advised the customer to lower their listing price at different stages of the listing period. Nevertheless, the customer did not follow this advice and kept the listing price higher than advised resulting in the home not selling on the open market in the initial 120 day period. As an exception made in good faith, Orchard even extended the listing period an additional 30 days to give the customer a total of 150 days for the home to sell to a 3rd party for an amount that was higher than the Orchard offer price, but the home still did not sell, leaving Orchard to take over control of the listing. 

  
  

  Customer Answer

  Date: 02/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The explanation of the offer up to 90% being a guaranteed offer and if the house did not sell in 120 days, I would only receive the 90% instant equity was not explained in November 2021.  This was not explained until February 2023.  In late 2022, when the selling agents stated that I would only get the 90% instant equity if the house did not sell in 120 days, I asked where did that come from and neither selling agent could not explain nor none of my written documentation from Orchard indicates that.  After not getting a response from neither selling agents and having to resort to sending an email to the selling agents' supervisor which was in February 2023 was when it finally explained that instant equity is defined as guaranteed offer.  When I asked how I was supposed to know that.  I was told the buying agent was supposed to tell me when initiating the contract. When I spoke to the boss of the buying agent, he just apologized for the misunderstanding but stated that the buying agent should have verbally told me this and explained this to me.  So, Orchard's response is not the truth or accurate when they say that the 90% instant equity was explained and the house not selling in 120 days were fully explained in November 2021.  They provided no written documentation anywhere explaining that instant equity is a guaranteed offer and if your house does not sell within 120 days, the guaranteed offer is the 90% instant equity nor can they provide any evidence that this was fully explained to me in November 2021 although the selling agents' supervisor told me that Orchard keeps recordings of all agents contacts with clients.  If that is the case, please, provide the recording where this was fully explained to me in November 2021 and then I will consider this complaint resolved or any written documentation that was provided to me in November 2021 that I signed off fully explaining this and again this complaint can easily be resolved as I have provided all written documentation provided to me in November 2021 to show why I am complaining and it is because none of the documentation does not even come close to what Orchard is saying was fully explained to me in November 2021.  Provide the recording or written documentation with my signature from November 2021 stating instant equity is the same as guaranteed offer and if your house does not sell in 120 days, you will only get your instant equity, I will have no issue stating that my complaint has been resolved.  However, I have provided written documentation from Orchard that says get up to 90% of instant equity, and don't worry, you will get the remainder when your house sells.  It is false advertising.  In all of your instant equity documentation, there is not even a footnote or a note that defines instant equity.  Again, this is false advertising.  However, if you have written documentation or a recording stating otherwise as you have indicated in your response that this was fully explained to me in November 2021, please, share.  It would be most appreciated.  Otherwise, this complaint will not be resolved. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 05/15/2023

  Orchard has provided documentation supporting the fact that it fully disclosed to the customer the Move First Program and the conditions surrounding the 120-day listing period. ** November 2021, the benefits of Orchards Move First Program included the customer receiving an all-cash offer from ********************** (i.e., an agreed upon purchase price) which served to free up the homes equity so that the customer could put those proceeds toward a new home allowing the customer to effectively buy the new home before selling the old home. As part of the all-cash offer, the customer and ********************** signed multiple contract documents wherein the program was laid out in great detail. At closing, per the contracts outlining the purchase price for which Orchard would pay in cash, the customer received 100% of the agreed upon amount, minus costs and fees previously disclosed (e.g., commission, etc.). After closing the home, as was disclosed in the Addendum A to the Purchase Agreement and the contractual cover letter, Orchard listed the home for a 120-day period wherein the customer would have received additional proceeds from the sale if the home sold for more than the purchase price Orchard paid. During the initial 120-day listing period, the customer was informed by two different listing agents regarding the nature of not selling above the Orchard offer, and such agents also advised the customer to lower their listing price at different stages of the listing period. Nevertheless, the customer did not follow this advice and kept the listing price higher than advised resulting in the home not selling on the open market in the initial 120-day period. As a show of good faith and as a courtesy, Orchard made an exception to the program and extended the period within which the customer would receive additional proceeds from the sale for another 30 days, bringing the total time period to ************************************* the Addendum A to the Purchase Agreement, signed in November 2021, if the home was still listed beyond the 120 days (150 days in this case), the customer was no longer entitled to receipt of any additional proceeds from any sale of the property. In November 2021, the all-cash offer, fully described in numerous documents and agreements, the terms of which were agreed to by the customer and **********************, and paid in full by Orchard at closing, was referred to as Instant Equity.

  Nothing outlined above seems to be in dispute by the customer. Instead, the customer stated that the complaint will be resolved when Orchard provides the recording or written documentation with my signature from November ************************************************************************************ November 2021, Orchards all-cash offer was known as Instant Equity. In late-June 2022, almost 8 months after the customer signed up for the Move First Program and signed the applicable program agreements outlining the program, Orchard rebranded Instant Equity to Guaranteed Offer. As to the customers participation in the Move First Program, Orchards contractual obligations to the customer and the customers contractual rights under the program were unaffected by the all-cash offer name change. The rebranding in June 2022 was neither misleading nor dishonest, but simply an outgrowth from the evolution of Orchards product offerings and in response to feedback from Orchard's customers.
  

  
  

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Nothing provided stated All Cash Offer or Guaranteed Offer. Nothing provided in detail of what would happen after 120 days. If it was an all cash or Guaranteed offer, why I would I care what would have happened in 120 days. Nothing explained in detail until after I asked multiple times for explanation after the 120 days surpassed and Orchard removed ** from the contract and I inquired of the sellers agent boss cause no one would return my phone calls.  When it was then explained to me, Orchard could not provide or show me anything in my paperwork that the purchase price was the same as the cash offer and guaranteed offer. They just stated that should have been told to me on the buying side. When asked from the buying side, they stated that is why they changed the terms because it was not clear and the buying agent (*******************) never returned my phone calls and/or emails when requesting documentation on this or when this was explained to me. Although the companys response states that I was provided in detail about the cash offer, guaranteed offer, and 120 day information, they cannot provide any documentation either because they were misleading, and I do not believe intentionally, their clients, but their willingness to not admit or again provide the documentation showing my oversight is just showing they are a company without a reputable image/background. It is just that simple. I have attached what was provided to ma and they just provide long essays. They are wrong and will never admit it so no need to continuing to reply to say the same thing unless you are attaching documentation with my signature of 80% value of your home is instant equity which is Orchards guaranteed offer if your house does not sell in 120 days.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:11/23/2022

  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.

  This was a real estate transaction but the vast majority of all the significant issues occurred between July 13 and July 22, 2022. August 24, 2022 confirmed all my beliefs were true.Orchard insisted our home would list for $550k and probably sell for more. On July ******************************************************* market conditions. On July ***** Orchard continued to insist our home would list for $525k-$550k and provided comps to support. The comps they provided were supposed to be for homes sold in the past 2 weeks however in a close review (later date) they were homes that sold 2-5 months prior.Based on expertise of Orchard we went ahead and closed on our new house on July 19, 2022. On July 22, 2022 Orchard recommended listing our dream home for $475k. Yes that is correct a $75k drop in 6 days!! Only 2 things changed: #1 we had closed on our new house (no going back now!!) and #2 Orchards listing agent became involved. I continued to challenge our listing agent on her recommended price listing of $475k and on August 24 she sent a detailed analysis of why $475k was correct. In this analysis she specifically explains why the 2 subdivisions Orchard had used to convince us to go through with the deal were not comparable at all. Proving everything my wife and I already knew which was either Orchard was totally incompetent or dishonest or a combination of the two...that is the only option.Due to Orchards failure as competent and our reliance on... we are in the process of losing $50k-75k and possibly more as our home has not yet sold. As a realty company Orchard has the responsibility to be both competent and honest. Had Orchard presented the recommended $475k listing price initially we would have never signed with them. We had a comparable offer (maybe more) from Opendoor with lower fees and no market risks.Orchard failed in their responsibility as realtors and to date have done nothing to address this most significant issue...NOTHING!

  

  Business Response

  Date: 11/30/2022

  We appreciate the opportunity to address our customers concerns. We provided this customer a recommended list price of $550,000 in May of 2022 when we initially met. The recommended list price is based on a comparative market analysis (a ***) that utilizes data that is current on the day the *** is provided.
  The comparables used in our May *********************************************** the $450,000 - $500,000 range but sold above asking price. In fact, one home in that *** sold for $50,000 over the asking price. 
  On July 13, 2022, before the customers scheduled closing on their new home, another *** was run with an updated list price of $525,000. The final ***, done on July 22, 2022, suggested a list price of $475,000 given the rapid downward shift in the market. After discussion with the customers listing agent, the customer agreed that ********************** would list the home for $525,000. Since going on the market on August 12, 2022, we have had to reduce the listing price several times as the market quickly shifted down along with interest rates increasing at an unprecedented pace.
  To be clear: the rapid downward change in the customers real estate market was widespread and is not specific to Orchard. To cite data: on July 31, 2022 the median home price in the zip code of ***** was $546,000. On August 15, 2022, the median sales price for the same zip code had dropped to $458,750. 
  Notwithstanding market conditions, Orchard is doing everything possible to obtain the best possible sales price for this customer. We were able to secure two contracts on the sale of this home but unfortunately the buyers for each had to terminate either during due diligence or because of financing. Both of those buyer terminations were outside of Orchards control. 
  We definitely appreciate the difficulty of selling in a rapidly shifting market. And we remain committed to getting this customers home sold for the best possible price.
  

  Customer Answer

  Date: 12/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  3 days prior to closing orchard produced comps of homes via email to support the 550k listing.  These were supposed to be for 2 weeks prior sales.  However those comps were really for sales from 2-5 months prior.  This email has been provided to both orchard and bbb.  3 days after closing on our new house orchard recommended listing for 475k.  About 1 month later orchard explained the 475k stating that all the homes used in the email 3 days prior to listing were indeed not comparable and should not have been used. Email also provided to both orchard and bbb. Orchard got this listing either by incompetence or dishonesty.  Because of our reliance on orchards professional expertise we made decisions that we would never have made had orchard lived up to the expectations of a reputable broker.  We have suffered significant financial ail loss because of orchards misrepresentations.  And yes we seek relief.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/13/2022

  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 just purchased a house from Orchard and have discovered numerous issues over the past 2 week. I discovered black mold and wood rot in the master bathroom. The sink is also leaking and have reached out to them numerous times to fix it. The toilet flooded and the contractor pulled it off. The wax ring was not installed correctly. I want some compensation from Orchard in some way to fix all these issues. The house is not livable is the current status.

  

  Business Response

  Date: 07/18/2022

  Thanks so much for reaching out. We have been working directly with this customer on getting all known issues resolved for the last couple of weeks. We have included a timeline of events below for reference as well but are more than happy to provide additional details if needed. 

  6/27 - Our ** ordered the window glass. **** days to fabricate and deliver.
  6/29 - We repaired the leak in the master bathroom and cleared the drainline. Found no leak at the kitchen sink.
  7/1 - The ** said the window glass was arriving on 7/6 and could be installed the same day.
  7/5 - We informed the Buyer that the glass was arriving tomorrow and he approved the install time.
  7/6 - The Buyer closed early and took possession this day.
  7/6 - The ** installed the window glass at the approved time (1-4) from the Buyer.
  7/7 - The Buyer informed us that the master bathroom sink was leaking again.
  7/8 - The ** said their plumber could be there Monday 7/11 between 8-9.
  7/8 - The Buyer said only Wed,Thurs, Fri would work for him.
  7/8 - We asked the ** if they could make it one of those days. 
  7/12 - The customer said this entire week wouldn't work so we needed to reschedule to the week of 7/18. The same Wed-Fri were the only days we could come out.
  7/12 - The ** said their plumber could be there on Friday 7/22 at 8:00. This is still scheduled for this day.
  
  
  We have tried to help them repeatedly and throughout this process, and moved appointments around to accommodate the customer as needed. We can have him pull the toilet and reset as well so that cures their complaint on proper installation. 
  
  
  We had no knowledge of any mold and aren't liable for something we didn't know about that their inspector also didn't find. We are still in direct contact with the customer and will continue to work with them directly. Feel free to reply if you have any other questions. Thanks.

  Customer Answer

  Date: 07/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  My complaint is that my house was full of mold in master bathroom. I would like some financial assistance in paying for the repair.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business Response

  Date: 12/14/2022

  We appreciate the opportunity to address **************** concerns. For background: Orchard acquired **** ************************ *********** ** ***** (the Property) property on 5/20/22 and it was listed for sale on 6/10/22. The purchase contract between ************** and Orchard was executed on 6/13/22. ************** purchased the Property from Orchard on 7/6/22 using his own independent third-party real estate agent who represented and advised ************** in his purchase. During the transaction, Orchard agreed to **************** request for a 5-day option period providing him a due diligence period with an unrestricted right to terminate the purchase contract and receive a full refund of ******* money. 

  
  

  During this 5 day period, ************** had the home inspected by a licensed home inspector of **************** choosing. The inspector did not find any of the items ************** mentions in his complaint, and the only requested repairs by ************** were to (1) fix a leak in the primary bathroom sink and a leak in the kitchen sink, and (2) replace the broken glass window in the upstairs back bedroom.

  
  

  Orchard fixed and fully resolved these items, which were the only items ************** requested of Orchard. Beyond these items, Orchard was not aware of any issues related to the Property.

  
  

  Throughout this process, we have tried to help ************** repeatedly. ************** also had a chance to perform a final walk-through as a final way to call out any issues prior to closing, but nothing was requested. Despite this, Orchard still made an effort to resolve **************** concerns after closing. Orchard scheduled a plumber to come out and address **************** concerns but ************** moved the date for the plumber to come out and then ************** filed this complaint after we had agreed to the date/time for the plumber to arrive. Further, after the complaint was filed, ************** canceled our plumber completely the day before the work was to happen and told us in writing that there was no need to send anyone out. 

  
  

  Ultimately, Orchard fully addressed and resolved any concerns raised of the Property prior to closing and made multiple attempts to resolve any issues post-closing as well.