ComplaintsforInside Real Estate

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  KvCore has lied and misrepresented their services since the start of this contract and we have spent months "allowing" them fix the issues. Yet they are constantly walking back on what services they are providing. Example: we paid for services that generate "leads" when addressed the leads were replaced with coupon codes yet the codes were invalid and we were unable to use. They offered us a discount for two months and some additional services and then (without sharing until asked) that the acceptance of this added another YEAR of services added to our contract.

  Business response

  09/06/2024

  After researching the issue this customer had with our Property Boost product and the interactions with our Support Team, we have deemed that the experience they had with the product and our team does not live up to the expectations we have set as a company. Because of the poor experience this customer has experienced, we will be refunding the Property Boost(s) the customer paid for July 2024 - now. We also agreed to a mid contract cancellation date of 10/1/2024 instead of waiting for the customer's renewal date of 12/1/2024.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I started a using the Inside Real Estate service on Sep 28 2023 and found it very disfunctional. I called them after struggling to use the product after 2 weeks and canceled. I was intially told it was canceled 3 months later they reached out and asking for a years worth of payments for a disfunctional product. I declined to pay for something that didn't work and was immediately referred to collections. Terrible company to do business with. Very predatory.

  Business response

  08/28/2024

  On September 28, 2023, Holley Cowan signed a 14 month agreement with Inside Real Estate for a Brokermint subscription. On 10/12/2023, Holley Cowan met with their Implementation Specialist to begin onboarding onto the system. After that meeting, Holley Cowan became unresponsive to their Implementation Specialist and we asked her Sales Representative to reach out to them in late October, they were unable to establish contact. On 12/8/2023, since their Implementation Specialist could see that Holley Cowan was using the system (checklists and other features) and we had received no further communication from the customer, the onboarding was marked as completed. On 12/13/2023, Holley Cowan sent an email requesting cancellation, which was responded to same day letting Holley Cowan know they would need to meet with our Client Engagement Team to schedule a meeting to speak about her cancellation options. On 12/18, a Client Engagement Specialist left a voicemail for the customer and also sent Holley Cowan an email letting them know they were in term and offered for Holley Cowan to buy out their contract or accept a discount to continue working with Inside Real Estate. At no point did Holley Cowan communicate to any representative at Inside Real Estate dissatisfaction or issues with the system or it's functionality. The customers credit card declined to remit payment for their subscription on 1/3/2024 and, subsequently, after attempting to communicate with the customer via phone call, text and email, the account was placed into Material Breach and referred to collections. Attached are internal screen shots of communications between employees trying to reach the customer and also of the only email sent by Holley Cowan about terminating the account.

  Customer response

  08/28/2024

   
  Complaint: 22204755
  
  I am rejecting this response because: They have left out material information where I reached out to them in an effort to get the product to function. My adding my own files and not being able to get their system to function as advertised does not constitute actual use. No,  I'm not going to pay for a dysfunctional product. Saying someone reached out to try to fix the issue is also false. 
  Sincerely,
  
  Holley Cowan

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. On this 8/6/2024, signed an agreement for 14 months of service with the first 2 months free and half off the setup fee. Total for setup Fee $324.50 -2. Card was debited the setup fee for $324.50 on 8/8/24 -3. Was communicated via email on 8/6/2024 to wait on onboarding email with initial Username and password -4. Received onboarding email on 8/12/2024 however the email was missing the username and password -5. Notified onboarding at ******************************** on the same date and also copied the sales Agent *************.-6. Received a response from *************************** at ************************************* who is the implementation specialist in the onboarding department. I was told by ***** that it was a systematic issue and that the issue would be escalated and would receive another email once resolved -7. I sent another email to ******************************** on 8/13/2024 to determine an update with no response. -8. On 8/15/24 , I received an email from ***** that the issue "might" be resolved however at the same time a second issue came up where I could not save a domain name during the account setup process. Notified ***** and he then said that he had to get back to to me and I am still waiting on an answer. It is now 2 issues that I am waiting on a resolution for.-9. We are now approaching 5 days and I still cannot get my account to be setup for 100% functionality I am requesting a refund of the $324.50 setup fee as it taking too long to execute something as simple as setting up a new account.

  Business response

  08/21/2024

  We are currently working with multiple teams to address the issues with the customer's complaint. We have waived their September invoice entirely in the meantime and hope to have resolution on this shortly.

  Customer response

  08/25/2024

   
  Complaint: 22150908
  
  I am rejecting this response because: Inside Real Estate only waived a prorated invoice from August 20 to August 31, not September.  I will need to receive documentation that they have waived the September and November 2024 Invoice since the contract stated 2 months free.
  
  Sincerely,
  
  *************************

  Business response

  08/26/2024

  Customer has the 2 free months on their contract. We are also waiving the pro-rated monthly charge on the month the customer launches as the promo only covers the first 2 full months. We are moving forward with getting the platform live for the customer and should be able to complete this soon.

  Customer response

  08/28/2024

   
  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. The business has also personally reached out to me regarding the billing inquiries.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I am writing to formally express my dissatisfaction with the services and business practices of KVCORE. I initially attempted to cancel my subscription in November 2023 due to being unable to access my account for weeks, which rendered the service unusable and of no value to my business operations. Despite this, I adhered to the terms of our agreement and maintained the subscription for the remainder of the agreed-upon term. However, when I attempted to cancel at the end of this term, I was informed that I was a week late and was consequently locked into another full year of payments. I find this practice to be highly unfair and not in line with the ethical business standards one would expect from a reputable company. At no point was I notified of the upcoming renewal, which would have prompted me to take timely action. The absence of any reminder or notification is a significant oversight on your part and has resulted in my being involuntarily committed to another lengthy contract. This approach seems designed to secure payments from customers without regard for their satisfaction or continued interest in the service. Furthermore, I find that KVCORE and its affiliates, InsideRE and BoldTrail, offer minimal value compared to other CRM solutions available on the market. Alternatives such as Go High Level and Podio provide far superior functionality and customer service. I urge you to reconsider your renewal policies and the lack of communication with your customers regarding critical account changes. Additionally, I request a release from the renewed contract term due to the extenuating circumstances and lack of prior notification. Thank you for your attention to this matter. I expect a prompt response to discuss a resolution.

  Business response

  08/14/2024

  On 6/12/2023, Marcus H******* entered into agreement with Inside Real Estate on a 13 month agreement, making his renewal date 8/1/2024. On 8/6/2024, Marcus H******* reached out to request cancellation. Unfortunately, since the renewal date has passed, his current renewal date is 9/1/2025. The contract attached on page two has the initials of the customer underneath agreeing to the terms and auto renewal of their contract. The customer had 13 months to put in their cancellation request to cancel on 8/1/2024, but, unfortunately, that date had lapsed by the time the customer reached out so the earliest we can cancel the agreement is 9/1/2025.

  Customer response

  08/14/2024

  
  Complaint: 22136197
  
  I am rejecting this response because: When I first attempted to cancel my agreement in November 2023 due to ongoing issues with accessing my account, I expected that my request would be honored or, at the very least, that I would receive timely notifications regarding my renewal period.
  
  Unfortunately, I was not notified of the upcoming renewal, and as a result, I was unaware that I needed to take further action to avoid being locked into another year of payments. This lack of communication is deeply concerning, as it leaves customers uninformed and unable to make proactive decisions about their subscriptions.
  
  Given these circumstances, I firmly believe that Inside Real Estate should have honored my initial request to cancel the agreement back in November 2023. At the very least, I should have been notified well in advance of the renewal period, allowing me the opportunity to review my options and make an informed decision.
  
  I request that you reconsider the renewal of my contract under these conditions and allow me to cancel my subscription as originally intended. I look forward to your prompt response and a fair resolution to this matter.

  
  Sincerely,
  
  Marcus Adam H*******

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  6 months later and they still haven't properly set up my webpage (as they are contractually obligated to do). They don't respond to requests, they don't offer any help or do literally anything they are supposed to do as outlined in the contract. Therefore, I requested to terminate since they didn't hold up their end. NOW they respond only to tell me I'm out of luck and they have me locked into a contract. Contracts should be two sided and they should be in breach of said contract when they don't hold up their end. I really don't know how they stay open, as I have read countless reviews from people saying the exact same things I'm saying.

  Business response

  08/01/2024

  On 4/2/2024, this customer entered into a 12 month long agreement with Inside Real Estate. In looking at our correspondence in the Implementation phase and post Implementation, we were unable to find any complaints about the website not functioning as it should. In looking at ************************ the site appears active and functioning. If the customer is experiencing issues with the website, they should email our Support Team at [email protected] or use the chat widget within the application. Since we are unable to find any correspondence with any communicated issues, we are unable to cancel the contract early.

  Customer response

  08/01/2024

  
  Complaint: 22066949
  
  I am rejecting this response because:

  Your company has been told 5+ times that "brayreg.com" is not my team's webpage.  I have asked the same amount of times that my actual page "hsbayrealestate.com" be used as the default setting.  This request has been ignored the same amount of times.  A contract has been waived in my face to get me to continue paying the $424 you charge, only the requests that were to be included with the purchase have not been made after multiple requests to have this set up properly.  4 months after signing the contract, my account is still not set up properly and it's clear that the company doesn't even know which webpage actually belongs to me, evidenced by their response in stating that my broker's webpage is my personal webpage.  This company collects money from their "customers" and then doesn't fulfill their side of the contract (customer service, lack of fulfilled requests). This is the worst company I've ever dealt with and their "F" grade on the BBB webpage is evidence that this is an ongoing problem and not just a one-off situation.

  
  Sincerely,
  
  Seth Mayfield

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Last June (2023) I attempted to sign up for Smart Social leads, I'm a Realtor. I had leads coming in as expected then they dropped off. I never received a copy of the contract, confirmation that there was an ongoing subscription, nor was I being charged- so I thought the subscription had ended. I then would get a random "new lead" every so often that would trickle in and I thought that was odd but again I checked and wasn't being charged nor receiving statements or emails regarding a subscription. I just received an email from Inside Real Estate that they never charged me and kept the subscription active for the last 13 MONTHS! I would have never kept it for that amount of time and there is no way for me to cancel this on my end in my CRM. Now they're telling me I owe $3250 for a subscription I had no clue I still had for the last year. I have contacted them multiple times and they have not offered an amicable solution. Dawn, the billing manager even stated there were "multiple others" in the same boat as me. This feels like an incredibly dishonest way to do business.

  Business response

  07/31/2024

  We have cancelled this subscription and refunded the last amount that was charged. We did reveal that this account had never been charged through an audit. Our Billing Manager, Dawn, is still continuing to look into matters on behalf of this customer. As there were over 400 leads generated by this service, we will want to come to a resolution of payment for services rendered. Dawn will be reaching out to the customer once she has more information.

  Customer response

  07/31/2024

   
  Complaint: 22042518
  
  I am rejecting this response because: I have not received a call back from Dawn about the fact that you continued to bill me after I asked to cancel whatever the subscription is and when emailing regarding the lack of cancelation of this subscription I also asked for a copy of the contract you state I have, to which I again got no response. I have not received a single reply from anyone unless over the phone in which I have been stonewalled every call. It seems like your company has made a major mistake and are ignoring my attempts to get this resolved until you figure out your justification for me to pay you. 
  
  Sincerely,
  
  Ilea Gottman

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  In December 2023, we contacted KVCore to inquire about their platform. We met with Eric H, a sales representative, who demonstrated features of the platform and its potential business applications. However, during our meeting, we were exclusively shown BTPro, an upgraded platform, with no mention or demonstration of KVCore, despite our specific inquiry about it. We were assured of the platform's capabilities through videos and discussions on automation and customization, with promises of immediate lead generation. However, we were not offered a trial period to evaluate the service beforehand. After starting the training videos, we discovered that BTPro was an upgraded version of KVCore, which was not disclosed during our initial discussions. When questioned, Eric mentioned he decided BTPro better suited our needs, offering to downgrade us if necessary, but suggested we continue with BTPro to assess its suitability. Since then, we have encountered numerous issues with the platform. It has sent out inaccurate information to our clients, damaging our professional reputation and prompting clients to consider working with other agents. The automated services promised during sales presentations have proven elementary in practice, with constant pressure to upgrade for improved functionality, despite our existing premium payments. When requesting a downgrade of our contract due to ongoing issues, we were informed it was only possible by signing a completely new contract with revised terms. However, we have been consistently offered discounted rates each month due to service issues, which contradicts their stance on contract modifications. We are filing this complaint to seek resolution regarding the misrepresentation of services, inadequate performance of the platform, and the lack of flexibility in adjusting our contract terms as promised.

  Business response

  07/24/2024

  On 1/30/2024 the customer entered into a 14 month agreement with Inside Real Estate for our btPRO platform. We do not offer trials of our products or services. In discussing with Sales leadership, when the customer was being qualified for a product that would suit their needs, this was the product that was deemed to be the most appropriate fit for the customer and their business. In signing this agreement, attached here, the customer received multiple promotions, including:

  -50% their Implementation Fee

  - 2 free months of platform costs

  - 50% off platform costs for months 3 and 4

  In the span of the customer's time with us, there were 2 support/functionality-related items that were brought to our team's attention:

  - Listing carousel not functioning properly: the issue is now resolved and customer received another month of the platform for free as a result of the issue

  - Home valuations not returning proper information: we are currently working with our 3rd party vendor to address this issue and hope to come to resolution in the coming months

  After review with several members of our leadership team, we have deemed that there is no good reason for Inside Real Estate to cancel the agreement with the customer as the vast majority of the product is functioning properly and all other issues have either been address or in the process of being addressed and the customer has received multiple promotions and credits.

  If the customer wishes to downgrade his platform or reduce pricing, that is only secured through a new agreement.

  Business response

  08/01/2024

  We see by our records that the customer was able to connect with our Sr. Director of Customer Loyalty and were able to find a path forward. The customer can reach back out to her with any other concerns.

  Customer response

  08/06/2024

  Yes, we've come to a reduction of our contract, but immediately following that our ongoing issues continue to happen. Our listings still aren't showing up on our on website. Its mind blowing to me that as a realtor, my own website keeps losing my own listings. We talked to the VP with BTPro, they aren't taking ownership that their sales rep, mislead us into this agreement, and falsely informed us of services that we would receive with our subscription, yet those services are an additional $1000+ expense. It was VERY convenient, that apparently they changed systems and no longer have record of that initial sales call with Eric, in which we were mislead. I find it interesting that for a company that is so automated and tracks and records everything, that they no longer have record of this. It seems to me like they are trying to cover their tracks. We still would like to be fully released from our contract, as predatory practices of misguiding and misleading were clearly preformed here. We've already reached out to a lawyer as well, if we need to go down that route. Clearly with an F rating with the BBB, there is more to the story than what they are sharing here. 

   

   
  Complaint: 21989948
  
  I am rejecting this response because:
  
  Sincerely,
  
  Drew Roeder-bouge

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I spent $10.782 and was locked in with this company for 18 months@$599 per month. I did not get a single lead, the software is confusing. You can never talk to anyone to resolve issues. The website is awful, not user friendly at all. For example, when you try to do a search on a city, it fails to give you results so even if anyone were to go to the site they would leave it because of the searching. You have to figure out how to setup campaigns on your own, you are told you will have someone help you but I never got the help. I never received an apology or any sort of refund even though I requested it. I'm a small business and spent all this time and effort for nothing. I am requesting I get refunded to avoid litigation. I am not sure how companies are allowed to promise the world and deliver absolutely nothing.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I asked that they urgently set me up with someone to get both of our domains up and running- it took 10 days for them to "get me in" and then when they did, it was with the wrong department. Also, the leads that we added from our old website were not able to open the attachments (part of them anyway.) A few hours later I was able to talk to the right person who couldn't help me but had to ask someone else. I didn't get any response back on either for a few days and that was that he was still working on it. Also, the salesman who sold it to us stated that if we needed help, he had helped many who had come from Real Geeks and that we just needed to reach out to him and he would help. When I did that- he told me we had to talk to the onboarding team. We have paid 4 payments thus far of a 14 month contract. First 2 months were free. At $599/month totaling $2396, and we haven't been able to use the product. The representative I talked to offered additional training, but it was too little too late.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last July I signed up for inside real estate aka kvcore. Was told the fee I was paying was for the crm and lead generation. Its definitely a crm, but the lead generation is only possible if you spend more money and add it to your account. I was told I was going to pay 499 a month and the bill is 634 a month. I called the first day to get help with an issue I was having and was pushed off. Now they want to help with the issue a year later only because I want to cancel. They told me I have to stay under contract until October. They're trying to keep me under contract an extra 3 months even though the contract was signed in July of last year. Avoid this company at all cost. There's lower priced companies that offer way more value like Market Leader.

  Business response

  06/25/2024

  On 7/28/2023, ****** ***** signed and entered into a 14 month agreement for their kvCore platform. They launched on 8/1/2023, which began their 14 month commitment. The agreement attached shows the agreed upon price of $599/month. The earliest we can terminate the agreement is 10/1/2024.

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: I was told the contract was 14 months. The price wouldn't be an issue if they actually followed through on their promises. The sales rep promised lead generation without spending extra. That was wrong the lead generation will cost you at minimum another 750 a month bringing your total to 1250 a month and 15k a year. Market leader is 149 a month and gives you way more results than this company ever will. Their business model isn't to provide a product that works. The goal is to lock you into a contract and steal your money. I brought up the fact I couldn't add transactions to my crm they kept referring me to online videos. Now since I voice concerns about canceling now they want to help me in regards to the issue. A year later finally offering help. I just want my account closed and you can go steal money from someone else and release your unhappy prisioners. 
  
  Sincerely,
  
  ****** *****

  Business response

  06/26/2024

  The system can generate free leads, however, some additional work does have to be put into the system to do so. If you have any questions on how to generate these types of leads, please reach out to ***************************** and they will be more than happy to assist.

  Customer response

  07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: since day one they knew I had issues and did nothing,  but steal my money. Now I filed a complaint they want to go above and beyomd to help. I already switched to a better company in Real Geeks and in 2 weeks have received more leads than I have received in a year with KV core. Like I said before, if a company is confident in their products they wouldn't try to force customers in to long contracts that have no roi. As realtors we buy crms to make our lives easy. Me switching to kvc core hurt my business and wish I never left market leader for this company and their shady sales tactics. 
  
  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. ↩