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Complaint Details
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Initial Complaint
01/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I listed my home through them In June of 2023. Our realtor ***************************** told us the house would be professionally cleaned before any showings. Come to find out it wasn't and she was showing our home without it done. When we talked with her about it she said she would have it taken care of. We have her a few weeks and she said she took care of it but again lied and did not. Well we stayed with them even though the communication was bad with her and her bosses ( the owners). When our listing expired we were not aware until she contacted us a few days after Christmas. We decided not to put it back on the market. Well when we went to get our keys and went into our house. Someone changed our back door lock and put a lock box on it. When we called to speak with the owners they wouldn't talk with us or call us back. They were just relaying messages through the realtor that they don't know who did that and who's it was. The also tried saying it was our mortgage company that did it. Which is not true. We asked for a list of people that had access to our house. They said they can't provide that because they don't know who was all in our house. They also couldn't tell us who winterized our home because they have no records of that either. We have tried numerous times to call the owners of this company and they will not call us back. We had to change all of our locks on our home and make sure it was secure because they also left windows unlocked. We want answers to who changed our lock and why. We did not give anyone permission to do any work on our house while it was on the market. They also wouldnt mail our keys or give them to my mother. So we drove **** miles one way to get the keys and they didnt even confirm it was me getting my keys or have me sign paperwork that i picked them up. This company is very shady and they lie to the sellers. This isn't right. I will not stop trying to get answers from them.
Business response
02/02/2024
First and foremost, we would like to extend our apology again to ****************** Berkshire and his family. We contacted ******* Berkshire and had a lengthy phone conversation on Jan 31st, ****, hearing all his concerns. We addressed all of his issues and have corrected them and went on to explain how real estate transactions are performed.Some of those complaints/ situations were misinterpreted and are out of our control. We are not authorized to make changes to the property on our own accord and we must get permission from the owner before we can proceed with anything. Our agreements were met but maybe not to the clients expectations. As a result of our conversation with ****************** Berkshire, we have further made policy changes within the company to give our clients a better experience moving forward.
We also have attached documentation from ******* acknowledging our conversation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.