Complaints

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:04/07/2025

  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.

  Over the past two years I have been paying Market Leader for a service I have not been using and only logged into their site once during that time to try and cancel which was on the 9th of March, 2025. When their website offered no way to request cancelling the service which is without a contractual obligation, I sent an email letting them know I have not used their site and wished to cancel any future services and payments. I received a voicemail the following day asking me to call about canceling which I did and spoke to a company representative who told me I would need to call again next month to discuss canceling at that time. I explained again why I was canceling and didn't feel the need to follow up next month to "discuss" canceling an account I have not used in years and already requested canceled. The Market Leader representative then said to me, that is our policy, have a nice day and hung up on me. I immediately blocked them from automatically withdrawing any further payments and now have been receiving harassing emails and phone calls daily threatening me for payment. I do not feel I or anyone should have to call Market Leader and discuss terminating later when it has already been requested previously in writing and over the phone. I was not requesting they refund the hundreds of dollars I have paid for a site I have not used, I just wanted to terminate the account and any future payments. They are clearly not following the *** Click-To-Cancel Rule as there is no way to do so on their website and in addition requiring people to call back later to discuss canceling, They intentionally try to make it extremely difficult to terminate service.

  Business Response

  Date: 04/16/2025

  All Market Leader customers are required to sign our terms and conditions when they sign up for an account. Per the terms and conditions, ML requires submission of the cancellation/change request form as written documentation 35 days in advance of cancellation date. This customer was not eligible for cancellation until after April 1, 2025. Market Leader's ****************** team has tried to follow up to assist customer to finish cancelling their account.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23171183
  
  I am rejecting this response because:  I was never notified that cancellation of this non-contractual agreement would need to be 35 days prior and done via a phone call to discuss it, nor is this information on their customer facing website as well as anyway of canceling the service, which is required by law.  As of today, 4/17/2025 I am still receiving daily harassing messages, via phone, email and texts from Market Leader to continue and pay for a service I requested in writing to close on March 09th, 2025 (over the 35 days), have not utilized in years and have no legal obligation to continue.  When I did try to call and cancel in March, I was told to call back the following month to discuss cancellation and was hung up on.  Had I viewed the numerous other complaints against ML I would have never done business with them in the first place.              
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/03/2025

  Type:Order 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.

  I am a disabled veteran with a traumatic brain injury, and I believe I have been taken advantage of by Market Leader. I signed up for their lead services, but when the product failed to perform, I contacted them to cancel my subscription on July 5, 2024. The representative I spoke with informed me I was in a six-month contract, but due to my financial difficulties at the time, they agreed to cancel the contract after the fourth month, assuring me I would not be billed further.Recently, I discovered that my bank and creditors have flagged this company for continuing to bill me beyond my credit limit. When I reached out to Market Leader again to request a refund, three different representatives acknowledged that I had indeed called to cancel my subscription. However, they did not process the cancellation and are attempting to shift the blame onto me, citing their confusing policies as justification for withholding my refund.I urge this company to take responsibility and refund me for the months they billed me after the fourth month, as originally agreed. The representatives confirmed that I was to be released from the contract two months early, which should have concluded in September 2024.

• Initial Complaint

  Date:03/17/2025

  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.

  I am a CA Realtor that was contacted by this company that verbally promises to provide you 5 clients a month for your real estate business. This company sent me lists with fictitious names and phone numbers in order to falsify a service and refuses to stop charging me under the premise that they have me under contract for 6 months. They wont let me out of their scam contract and they are not keeping any of their promises or providing any service. They are just sending me fake names and random numbers in order to be able to continue charging me. This company is a scam and should be prosecuted to the fullest extent of the law.

  Business Response

  Date: 03/27/2025

  Customer purchased ******************************************* on December 9th, 2024. Market Leader services include a customized website, contact management system and lead generation services. Customer chose a six-month lead subscription to include a guarantee of?5 HouseValues leads per month in and around 93309.
  House Values lead subscription services are from consumers who proactively visit housevalues.com to receive an automated valuation of their home and a market analysis of their home from a real estate professional. A consumer who registers their contact information and home details are funneled into agents contact management system and is available for the agent to engage using the Market Leader contact management system tools.?
  
  Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. This customer met with their Customer Success Manager on December 19th, 2024 and then spoke with ****************** on March 17th, 2025. This customer was helped by both teams and was assisted on January 13th by our Support team to successfully return a lead.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23078461
  
  I am rejecting this response because: The businesses response is a blatant lie. Not only did they send me clearly fraudulent names and numbers of fictitious leads. The business also lied about the area the leads they promised would reside in. The business told me they would be serious sellers of homes in ONLY THE ***** and *********************************************************************************************** the city. They also refused to resolve them with real leads over a 3 month time frame. The names were comically fraudulent. For example, one was named Pancho Panera which is the name of a Spanish chocolate milk brand. Another example is Japanese ****, again a fictitious name along with fictitious contact information. Its terrible that this company not only steals from clients but also has zero accountability. They create fake ******** profiles claiming results on the internet stating the same tired message in all the ******** groups with a different profile photo.Would never do business with this company and I recommend everyone stay away from them as well if you value your money and time.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/09/2025

  Market Leader guarantees working contact information (working phone number and/or working email address) and if email address is not deliverable, customer can return that lead. This customer was helped by **********************'s Support and ****************** teams and was able to successfully return a lead that did not have working contact information.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23078461
  
  I am rejecting this response because: The scam company known as Market Leader did not successfully refund or return any leads. They boldly told me over the phone that I would get what I get and thats that. No guarantees on serious leads even though they fraudulently put me under contract under the verbal understanding that only real and interested leads looking to sell their home from a specific zip code would be assigned to me. None of this was accurate and when I explained that I was misinformed of the terms by the representative wanting to unethically sell market leaders phony service I was told that I was stuck under contract and would be coerced to pay no matter what I was told. Its contract law that a contract is a meeting of the minds to be valid. Market Leader blatantly lied to me with hopes that the duress of the contract would hold and that Im oblivious to the laws behind putting someone under contract while simultaneously lying verbally to get the to sign.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/16/2025

  Market Leader has an open case from January 13, 2025 documenting the leads that the agent requested for return. This customer is not eligible for a refund at this time. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23078461
  
  I am rejecting this response. I have nothing further to explain
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:03/03/2025

  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.

  Dispute can't cancel says 6 month term but I had to cancel before 35 days to not go on to the next which would be 7th month. I was never told this and I had reached through their site end of January first of February to cancel. Never heard from anyone because they deducted my account 3/1/25 thought we were done. They said no the first month was prorated and a subscription amount. As per attached you see it stated September 2024 so that us why I thought February was last payment. I was ok with the March but then she said no you can't cancel now because you had to do 35 days ago. As per email when I signed up stated nothing of this. Then she said well I will send today and still have not seen what she says is their terms. So I am still worried April payment then after that. Also the people they send are not happy said they never reached out to anyone to sell.Fraud written all over it. I just want to be done. I paid my 6 months. Do not want my personal account hit in April for something I don't owe.

  Business Response

  Date: 03/21/2025

  This customer had a subscription start date of October 1, 2024. Market Leader does have a 35 day cancellation policy that is outlined in all the signed terms and conditions, and will accept a cancellation notice in a customer's fifth month to accommodate cancellation at the end of their term. This customer sent an email to **********************'s Support Team on March 1st, 2025 (no weekend support available) and then called into Market Leader Support on March 3rd to give cancellation notice. This customer is eligible for cancellation after April 1, 2025.

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Market Leader engages in deceptive business practices by promising high-quality real estate leads, failing to deliver them, and trapping customers in predatory contracts that they refuse to let consumers exiteven when they fail to uphold their end of the agreement.When I signed up for Market Leaders services, I was promised at least 10 real estate leads per month. However, this never happened. Instead, the 9 leads I received were unqualified, fake, or completely unresponsive. Many leads had wrong phone numbers, invalid email addresses, or no intent to buy a home. Some were duplicated from free sources, meaning they were never exclusive to me. Market Leaders sales team misrepresented the effectiveness of their service and led me to believe I would be receiving high-quality, exclusive leads that could generate business. Instead, I was scammed into paying $499 per month for a service that does not work nor deliver on their contract. Market Leader locks customers into a rigid six-month contract and: Refuses to allow early cancellation, even when they fail to deliver on their promises. Ignores customer complaints and instead tells customers they must keep paying for a service that does not work. Contradicts itself by sending emails saying my account would be canceled due to non-payment, yet continues to demand payment for the remainder of the contract.When I called to resolve this issue, Market Leaders only offer was a $50 discount for the next six monthswhich does not solve the problem. I do not want to continue paying for a failed service.Their contracts are one-sided and predatory, designed to trap customers in a financial burden with no way out. After experiencing these issues, I researched Market Leader further and found: Dozens of BBB complaints from real estate professionals experiencing the same issue. I am formally requesting that Market Leader cancel my contract immediately with no further charges, since they failed to deliver the service they promised.

  Business Response

  Date: 03/07/2025

  This customer's account was cancelled effective February 28, 2025.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22964085
  
  I am rejecting this response because: despite multiple efforts, Market Leader has not yet confirmed whether the unpaid balance will be sent to collections.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 03/18/2025

  Dear BBB Representative,
  I appreciate Market Leader confirming that my account was canceled as of February 28, 2025. However, their response does not address whether they intend to send the disputed balance to collections. Given the company's previous emails threatening collections, I request that Market Leader explicitly confirm in writing that:
  My account is fully closed, and I will not be charged further.
  The balance will not be pursued by a third-party collection agency or reported to credit bureaus.
  This matter is now fully resolved with no further financial obligation on my part.
  I request that Market Leader provide a clear, written statement confirming these points. Without this confirmation, there remains an unresolved financial risk for me as a consumer.
  Thank you for your assistance in obtaining a proper resolution to this matter.
  

  Business Response

  Date: 03/21/2025

  This account was fully cancelled, will not be charged again, and was not reported to collections.

  Customer Answer

  Date: 03/24/2025

   
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/18/2025

  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.

  On December 31, 2024 I contacted Market Leader to provide real estate sellers leads for my real estate business. After speaking with a representative of the company and paying $493.57 I discovered that I was given buyers leads and not sellers leads as I requested. After trying to get ahold of this representative for sometime he eventually returned my call and stated they cannot do sellers leads only it would be mixed with buyers leads. After another week or so they informed me that I needed my broker to give access to the *** system to which my broker declined. I advised the company of this and they said I would get the difference in sellers leads I just need to speak to another agent of the company. When I spoke to the agent he advised that wasnt the case and the money I paid will only get me the same amount of sellers leads and the cost wouldnt decrease. I asked for a supervisor and I was denied. Since then Market leader has been leaving threatening voice messages on my phone about nonpayment when they were the ones who breached out agreement and had no resolution other than I pay the same money for less than what we agreed to. I also discovered that the leads that I was sold were not real.

  Business Response

  Date: 03/07/2025

  This customer purchased ******************************************* on December 31st, 2024. Market Leader services include a customized website, contact management system and lead generation services. Customer also chose a six-month lead subscription to include a guarantee of?4 HouseValues leads per month in and around *****, *****, *****, *****. Customer also chose a six-month lead subscription to include a guarantee of?5 Leads Direct leads per month in and around ***************, *************** ***
  
  Market Leader's Leads Direct program requires integration of the *** system for this program to work properly. Customer was not charged for this program while our *** team worked to help get their *** connected. Customer was walked through an initial onboarding call on December 31st, 2024 where a Customer Success Manager walks our customers through the terms of their agreement, the details of the programs that they sign up for, and an initial walk through of the system. Customer called back again on January 15th and received another system walkthrough and explanation, and then let us know their broker did not sign the agreement, so Market Leader removed the Leads Direct program from the customer's subscription. Customer's account was shut down due to non payment.

• Initial Complaint

  Date:02/09/2025

  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 original contract with Market Leader was a bait and switch. I was promised a certain number of leads for my price and if I didnt receive that number of leads I could potentially get a partial credit/refund. When I didnt receive what was agreed upon they informed me that the program I signed up for didnt have that refund feature even though I was told at point of sale that it did. I attempted to cancel because of the bait and switch and they refused. They forced me to stay until the end of my contract and changed my plan to give me 1/3 of the monthly leads originally promised. I informed them at that point, after month one, that I wanted to cancel at first chance and they responded in an email that my cancellation date was 1/31/2025. In January 2025 I followed up to make sure it was being cancelled and they refused to cancel saying I didnt inform them in time. I even presented them with their own email and they refused to honor that. They then proceeded to charge me for my 7th month, February 2025, even though the contract was for 6 months. They have continuously refused to cancel my subscription over and over even though I was originally put under contract with an illegal bait and switch by their salesperson. I want my money back.

  Business Response

  Date: 02/18/2025

  This customer requested cancellation on January 6, 2025. Per the terms and conditions, there is a notice period that needs to be served. This customer is eligible for cancellation effective February 28, 2025. Customer has been sent the cancellation documentation for account, but still needs to sign off in order to cancel this account fully. This customer is not currently eligible for a refund.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22917942
  
  I am rejecting this response because: As shown in the previously attached files I requested cancellation prior to January 2025 and IT WAS CONFIRMED BY MARKET LEADER IN THE ***** that I posted.  The email was dated in September ***************************************************************** to sign up initially.  After they did that, I requested cancellation over and over.  They responded by saying that my cancellation date was 1/31/2025.  THEY SAID IT THEMSELVES.  They have no right to make me pay for the month of February.  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/01/2025

  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.

  On Oct 1, 2024, stated 5 HouseValues leads per month in and around *****, *****; 6-month HouseValues Lead Delivery Commitment. This company has provided fake leads and will not respond to my calls. They have me in a 6 month contract and take $294 a month from my account and will not provide leads as promised. It is FRAUD to **** people into contracts, breach them, and then not allow them to cancel.******** ****** said she would be my point of contact.************* ******************************************

  Business Response

  Date: 02/07/2025

  In order to sign up to use Market Leader, all customers sign a contract that outline the terms and conditions, subscription start date, and how long the contract is for. This customer is not eligible for a refund at this time. 

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 January 27th I emailed customer support to request a cancellation of my subscription, thus ending a 6 month contract, of which I am 2 months into. No one responded to my email, so today I called the company. I spoke with an account *******, ***, who I thought told me the deadline was 1/27 to contact the company. After I hung up I searched to see the date I had sent the email and it was the 27th.I called back to speak with her again. However, they gave me a different account ******* who began to argue with me that the deadline was actually the 25th and that I would still have to pay for Feb-March and then the contract would be cancelled at the end of March. This did not sound right to me (as I thought I was told the 27th), so I asked to have the contract cancelled anyway and that I would pay for just February. They have a 35 day billing period, so you need to contact them by the 25th. I argued that they were not taking into account that February is a shorter month. And even so, I have been a loyal customer for over ***************************************************************************************** This second ******* offered to decrease my bill by $50 each month and said that was the best he could do, but I did not find those terms acceptable. I waited. After 10 minutes of silence, he told me that they were looking into my account and would call me back and ended the call. I realized this was probably a lie and called a 3rd time.This time I was interrogated by the service *** as if he were a prosecuting attorney. Finally he got me back in touch with ***. She confirmed that the deadline was the 25th, but at this point I was so frustrated with the treatment I received over something that should be quite easy for them to arrange despite whatever policies they have. I have policies too in my brokerage, but I can also override them if the situation allows. I want the contract cancelled and I will pay for just the month of February.

  Business Response

  Date: 02/07/2025

  Market Leader has a cancellation policy that is outlined in the terms and agreements signed by all customers that a 35 day notice is required. Market Leader's ****************** team should have responded to the initial inquiry faster, although it still did not fall into the cancellation policy ******************************************************* response, **********************'s ****************** team adjusted a credit to the customer's account, and the account is scheduled for cancellation effective March 31, 2025.

  Customer Answer

  Date: 02/10/2025

   
  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, provided that it refers to the terms stated to me by ***** ******** on 2/3/25, in which he told me that I would not be charged for the month of March. As far as I am concerned the account may be terminated at the end of February.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/30/2025

  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.

  Market Leader Is the Biggest Scam going when it come to purchasing what they call Exclusive Real Estate Leads. They have a well documented complaints against them for provide fake leads and I feel I was scammed and I want a full Refund. When I agreed to sign a contract with Market Leader to pay them for a minimum of 5 Exclusive Real Estate leads per month. Market Leader never disclosed to me that they would not be providing Phone Numbers for their Leads and never disclosed to me that I was obligated to pay for their service for 6 months! They never told me before signing this contract that they are only required their potential leads to provide a name, address and email address only and that phone numbers were Not required! By not providing a Phone Number for each lead defeats the whole purpose of obtaining Exclusive Leads! .Sending an email and waiting & hoping an Exclusive Lead respond is not worth the monthly fee they charge me and if I were told this up front before signing the contract, would have never signed their contract knowing this. Market Leader deceived and purposely mislead me into thinking I would have complete contact information for each Lead they provided me.Also I provided Email examples for fake Leads they Market Leader has sent to me just to meet their monthly obligation. I also have evidence that some of MarketLeaders leads are people who were not familiar with Market Leaders website(**************) and claim they never requested a home valuation at all! For both of these reasons I want a full refund from Market Leader and I want to be released from their 6 month contract & do not want to pay them for any future billing! Please call me with any future questions.-*** ********** *************************************************************** ************

  Business Response

  Date: 02/07/2025

  This customer is not eligible for a refund, and this account was shutdown effective January 1, 2025.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22875114
  
  I am rejecting this response because: I paid roughly $600 for something that I no longer have access to. Once they shut down my account access on 1/1/****** they said they did,  I no longer access to the leads I did pay for between 11/2024 - 1/1/2025.  I also lost access to the *** system I was paying for.  If they want to cut my account off from 1/1/2025 going forward then fine but they cant cut me off for the client leads & systems access that I paid for from 11/2024-1/1/2025.  If they want cut me off completely then they need to refund me.
  
  Sincerely,
  
  *** **********