Continental Real Estate Group, Inc.

Complaint: ***
I am rejecting this response because:
My objective (get Updated Listing Agreement) and intent (sign and return) were clearly stated in plain English in my email of August 3, There is no reasonable basis to reach any other conclusion.Furthermore, Mr*** states that my usage of the term "Updated Listing Agreement" should be referred to as the "Agreement".It is agreed that Mr*** is more knowledgeable about the products and services offered by Continental than I, a new customerWhether or not I was calling the listing agreement by its correct name does not change the fact that I needed and requested a copy to sign and returnAnd finally, none of Mr. *** responses change the fact that he and or Continental made no attempt to send me a copy which is what triggered this disputeOddly enough, Mr*** and Continental never disputed that fact yet refuse to refund the remaining $dollars that was billed to my credit card
Regards,
*** ***

1) She absolutely can log back in and write usIn fact our portal is very similar to the one used by the Revdex.com She obviously got confused about what to do and thought she was locked outThat still does not explain why she did not call us or write by mail before contacting the Revdex.com 2)
She can print the message portal and make a record of what was said.3) We invited her to try the checkout again and see that we did tell her in advance of taking a penny and she was told it was Syndication without local MLS, the page says *** not MLS, the listing was open and not exclusive (meaning she could seek services from another broker as well as us if she could find local MLS which I don't believe any online flat fee broker does in her part of *** and she did check a box that she agrees to the terms To be clear, she was buying syndication to all the public sites without local MLS because in her tiny rural MO market we don't have local MLS and no online flat fee broker we area aware of does (flat fee brokers exchange or refer clients if we can find coverage).4) She was asked if she was a licensee in ** or any other state and said no despite admitting she is a RealtorThe National Association of Realtors Code of Ethics has something to say about refusing to identify oneself as a professional when asked It also establishes that she is not a lay person and it holds her to a higher standard of being astute and aware of what she is purchasing which makes it even more unreasonable that she speed read through the checkout and service agreement which said it was not the local MLS.5) We never said we would not refund herWe simply disputed her claims all of which were as described aboveIn fact we asked he to run through the checkout (stopping before paying) like a new customer to verify everything above which she did not do or she would be recanting her claims.The only thing she said that was truthful was that she did not sign the listing agreement While signature is not required for us to keep a cancellation fee (also stated in advance and agreed to by her by checking a box that she read it but of course she did not) we will refund her in full under the following conditionsShe must agree to rescind this complaint such that there is no record of it She must go back to brokerdirectmls.com like a new customer, enter her zip code, look at what she saw and then tell you she is sorry that she made a mistake and was truthfully, honestly and clearly shown everything in advance and she did not read it correctly If she does that and the Revdex.com purges the record, we will issue a full refund immediately

Attached is a copy of all correspondence with Mr***.He wrote on 08/03/at 9:08:37pmHi. I purchased the Enhanced listing on 8-2-15. Because my credit card expires in months I was charged a $dollar depositThe website stated the listing agreement would be
updated to reflect the addition of the $dollar deposit I paid and the updated agreement would be available for me to print. Can you please send me the updated listing agreement so I can sign and return? I can't find it anywhere in the client area. Thanks. * ***We wrote back on 08/04/at 07:42:21amClause last paragraph.Customer ServiceAs you can see it was not clear to us that he needed a copy but instead an updated copyI said Clause last paragraph implying that it was already updated which it was. What was not clear to me was that he could not find the agreement at all. I thought he found the agreement but not the update. There is nothing in his message making that clear to us. We were mobile on an android phone when we responded with the Clause response so we later thought perhaps we did not read his whole question but even now in reading it there is nothing in his message making it clear that he could not find the agreement at all; just that he could not find the updated agreement. Our point was that what he referred to as the update was already in Clause 16. In fact it did not need to be updated at allIt was always in Clause 16. This was why we told him in our response that he refers to as lengthy that he saw the agreement with the deposit language before we ran the charge on his card and that was true.As to his calls and being disconnected times, he spoke with us twice never expressing by phone or email about hang upsHe called once about price matching because we ran a sale for $off after he listed and our CSR spoke to him 8/4/on that topic. We then called him a second time on 8/4/and spoke to him at workHe said he was going into a meeting and we said please read our response and then call us back to discussHe never called back. If he continues to deny that we called him and he called us (and reached us) we can contact our phone carrier for phone records if need be.He also claimed to have called his credit card company both on the phone and in writing to us 08/04/at 3:55:57pm Thank you for the partial refund. I respectfully ask that you please refund the remaining $dollars billed to my credit card. I can then report to my creditor that this dispute has been resolved and that they need not contact you for the remaining amount due. - *** ***We wrote back 08/04/at 3:58:19pm.There is no grounds for the remaining $We are compliant with merchant services guidelines and made you aware of the policy before checkoutIf you have to have them contact us that is ok but we have followed the rules. Customer ServiceHis creditor never contacted us because we believe they told him we had followed the rules and he was not entitled to a refund so instead he complained to the Revdex.com instead?He wrote Revdex.com that 08/04/2015 "referring me to Claus(e) of the last paragraph" was a "response (that) was most offensive". This lends credence to the client's dramatic complaint to the Revdex.com. What was "most offensive" about that response? Perhaps to him it was incomplete or scant but not rude or disrespectful such that we offended him. That is an example of his reaction to a short response and then when we offered a detailed response he wrote you that "Continental crafted a lengthy email in response". Short was rude and long was not acceptable eitherIt makes us ask the question, what aside from refunding Mr*** $could we have said that was an acceptable response?*** ***

Complaint: ***
I am rejecting this response because:My objective (get Updated Listing Agreement) and intent (sign and return) were clearly stated in plain English in my email of August 3, There is no reasonable basis to reach any other conclusion.Furthermore, Mr*** states that my usage of the term "Updated Listing Agreement" should be referred to as the "Agreement".It is agreed that Mr*** is more knowledgeable about the products and services offered by Continental than I, a new customerWhether or not I was calling the listing agreement by its correct name does not change the fact that I needed and requested a copy to sign and returnAnd finally, none of Mr. *** responses change the fact that he and or Continental made no attempt to send me a copy which is what triggered this disputeOddly enough, Mr*** and Continental never disputed that fact yet refuse to refund the remaining $dollars that was billed to my credit card
Regards,
*** ***

Derek, my act alone of writing a review about your lack of customer service alone shows frustration and diligence on my part. I am educated unlike you. I would never treat a calling "potential" customer so rudely as you did. I mean you weren't trying to get my last name to look up an account, I specifically said my name, and before I commit to the website and register, I wanted to speak to someone who can tell me specifics on the photo uploading limits and requirements before I sign up for your service. That's when you got excited very quickly with tone and attitude. That's why you got hung up on without a word from me... as for why "you" answered the phone; again it tells me your small little company is not big enough to handle my needs and you sure weren't even able to answer a simple question or have customer service and pass me to someone who could answer my simple question. And the reason you got the F.U. it was your attitude and yelling at me... Good luck Derek ---but a piece of advice, learn some customer service--it goes a long way. Oh, and if you did it once, I am sure you will do it ... hope this helps others---btw, your service claims to cover Yuma, but it DONT. False advertisement on top of crap service, your 0-2.

Attached is a copy of all correspondence with Mr. [redacted].He wrote on 08/03/2015 at 9:08:37pmHi. I purchased the Enhanced listing on 8-2-15. Because my credit card expires in 9 months I was charged a $100.00 dollar deposit. The website stated the listing...

agreement would be updated to reflect the addition of the $100.00 dollar deposit I paid and the updated agreement would be available for me to print. Can you please send me the updated listing agreement so I can sign and return? I can't find it anywhere in the client area. Thanks. [redacted]We wrote back on 08/04/2015 at 07:42:21amClause 16 last paragraph.Customer ServiceAs you can see it was not clear to us that he needed a copy but instead an updated copy. I said Clause 16 last paragraph implying that it was already updated which it was.  What was not clear to me was that he could not find the agreement at all.  I thought he found the agreement but not the update.  There is nothing in his message making that clear to us.  We were mobile on an android phone when we responded with the Clause 16 response so we later thought perhaps we did not read his whole question but even now in reading it there is nothing in his message making it clear that he could not find the agreement at all; just that he could not find the updated agreement.  Our point was that what he referred to as the update was already in Clause 16.  In fact it did not need to be updated at all. It was always in Clause 16.  This was why we told him in our response that he refers to as lengthy that he saw the agreement with the deposit language before we ran the charge on his card and that was true.As to his calls and being disconnected 3 times, he spoke with us twice never expressing by phone or email about hang ups. He called once about price matching because we ran a sale for $100 off after he listed and our CSR spoke to him 8/4/15 on that topic.  We then called him a second time on 8/4/15 and spoke to him at work. He said he was going into a meeting and we said please read our response and then call us back to discuss. He never called back.  If he continues to deny that we called him and he called us (and reached us) we can contact our phone carrier for phone records if need be.He also claimed to have called his credit card company both on the phone and in writing to us 08/04/2015 at 3:55:57pm Thank you for the partial refund. I respectfully ask that you please refund the remaining $50.00 dollars billed to my credit card. I can then report to my creditor that this dispute has been resolved and that they need not contact you for the remaining amount due. - [redacted]We wrote back 08/04/2015 at 3:58:19pm.There is no grounds for the remaining $50. We are compliant with merchant services guidelines and made you aware of the policy before checkout. If you have to have them contact us that is ok but we have followed the rules. Customer ServiceHis creditor never contacted us because we believe they told him we had followed the rules and he was not entitled to a refund so instead he complained to the Revdex.com instead?He wrote Revdex.com that 08/04/2015 "referring me to Claus(e) 16 of the last paragraph" was a "response (that) was most offensive".  This lends credence to the client's dramatic complaint to the Revdex.com.  What was "most offensive" about that response?  Perhaps to him it was incomplete or scant but not rude or disrespectful such that we offended him.  That is an example of his reaction to a short response and then when we offered a detailed response he wrote you that "Continental crafted a lengthy email in response".  Short was rude and long was not acceptable either. It makes us ask the question, what aside from refunding Mr. [redacted] $50 could we have said that was an acceptable response?[redacted]

I am a forsalebyowner client and purchase the package to include listing my home on MLS for approx $300 or more dollars. Unknowingly, Doing that made me a client of this company which has been a terrible experience. I am not a realtor but a home owner. I sold my home quickly but did not get one call from any MLS potential buyers. This company has been worse than the IRS demanding forms and questions through a low functioning web site and over 15 pages of papers that must be printed and faxed in addition to the other 15- 20 several page online docs requiring many many details snd signatures. They then questioned every single thing I submitted as if not trusting. Meaning they asked for even more than just what is on their forms. For example, they insisted on plats and deeds and tax records etc then also appraisals to verify SF measurements and so on, because they didn't trust my answers I guess? They literally act like police in that they threaten fines and so on if you don't cooperate. I asked to be let off but then they won't do that either!! Apparently, I likely true in their pages and pages of fine print I agreed to their harassment and to answer their tedious questions while they take my money, time, energy and patience!! They are not very friendly if you call nor very available and then they are not very helpful. It took weeks to get through their demanding paper work and considering I AM THE CUSTOMER. .....This just baffles me. I want anyone who is for sale by owner to know that You really don't need these people. You will pay for being harassed. In addition to the daily emails (they claim weekly but I can prove its daily because some are 'reminders' about your account, or emails that they have messaged you in your account so please look, with more ...harassing questions but most are ADVERTISMENTS about their products.

Mr. [redacted] did not as he says "state in plain English" that he needed to see the listing agreement. He said he needed to see the revised agreement. My response was to point him to the revisions which were already in the agreement. His question was ambiguous and my response was normal and appropriate for the question he posed.  Then he wrote the Revdex.com stating "Whether or not I was calling the listing agreement by its correct name does not change the fact that I needed and requested a copy to sign and return." Except that is our whole point. Yes it does change the fact because he was not asking for an agreement to sign. He asked for a revised agreement.  Our response to point out the revision was appropriate because it fit his question and it was already in the agreement.Additionally we wrote him "Clause 16 of the last paragraph" as a response to where the revision could be found.  He wrote the Revdex.com "As this response was most offensive".  Would the typical person find a reference to a clause in an agreement not just "offensive" but in Mr. [redacted] words "most offensive?"  How could anyone possibly consider the words "Clause 16 last paragraph "most offensive".  The reaction by Mr. [redacted] is so out of proportion of what is a reasonable response to correspondence. There was no arrogance, sarcasm or profanity. Just a paragraph reference.Additionally, Mr. [redacted] was untruthful to the Revdex.com. He spoke with us twice after he called yet he told the Revdex.com his calls went unanswered.  As I stated previously, phone records will show the two phone calls and they both addressed this issue.  When you couple this lack of veracity with Mr. [redacted] non-sequitur reaction to a cited text reference to a clause in the listing agreement, it should be clear to the arbitrator that Mr. [redacted] is just trying to take advantage of this situation and manipulate the facts. Mr. [redacted] agreed to the cancellation policy at checkout and we have done nothing but follow the terms presented to him.

Review: This is a dispute over not receiving the Updated Listing Agreement I requested from Continental Real Estate Group, Inc., hereinafter ("Continental").

8-2-15 I selected the Enhanced For-Sale Package for $399.00 and provided my credit card information via [redacted] in exchange for a Listing Agreement which would govern the terms of the services offered by Continental.

Because my credit card expires in approximately 9 months I was charged an additional $100.00 dollars and the website stated that the Listing Agreement would be updated to reflect this and the Updated Listing Agreement would be available for me to access. My credit card was charged a total of $499.00.

8-3-15 I emailed customer service asking them to please provide me with a copy of the Updated Listing Agreement so I could sign and return since I could not find it anywhere on the client area of their website.

8-4-15 I received an email from customer service referring me to Claus 16 of the last paragraph.

As this response was most offensive, I called Continental at ###-###-#### to cancel all services sought and requested a full refund. During this process I was hung up on three times. Continental made no attempt to call me back.

I sent Continental an email restating that I did not have a copy of the Listing Agreement to refer to and to confirm that I wanted to cancel all services sought and that I was expecting a full refund.

Continental crafted a lengthy email in response to my email and phone call. Continental states, among other things:

1. We will never take your money without first showing you the listing agreement and making you check a box that you read it.

If the Listing Agreement is freely available before purchase as Continental previously stated, why did they not provide me with a copy when I asked for it?

Why did Continental’s response to my request not go something like:

We are sorry for the miscommunication. Updated Listing Agreement attachedDesired Settlement: Continental Real Estate Group, Inc. issued a partial refund of $449.00 dollars and refused to refund the remaining $50.00 dollars they billed to my credit card. I am requesting that Continental Real Estate Group, Inc. please refund the remaining $50.00 they billed to my credit card to resolve this dispute.

Business

Response:

Attached is a copy of all correspondence with Mr. [redacted].He wrote on 08/03/2015 at 9:08:37pmHi. I purchased the Enhanced listing on 8-2-15. Because my credit card expires in 9 months I was charged a $100.00 dollar deposit. The website stated the listing agreement would be updated to reflect the addition of the $100.00 dollar deposit I paid and the updated agreement would be available for me to print. Can you please send me the updated listing agreement so I can sign and return? I can't find it anywhere in the client area. Thanks. [redacted]We wrote back on 08/04/2015 at 07:42:21amClause 16 last paragraph.Customer ServiceAs you can see it was not clear to us that he needed a copy but instead an updated copy. I said Clause 16 last paragraph implying that it was already updated which it was. What was not clear to me was that he could not find the agreement at all. I thought he found the agreement but not the update. There is nothing in his message making that clear to us. We were mobile on an android phone when we responded with the Clause 16 response so we later thought perhaps we did not read his whole question but even now in reading it there is nothing in his message making it clear that he could not find the agreement at all; just that he could not find the updated agreement. Our point was that what he referred to as the update was already in Clause 16. In fact it did not need to be updated at all. It was always in Clause 16. This was why we told him in our response that he refers to as lengthy that he saw the agreement with the deposit language before we ran the charge on his card and that was true.As to his calls and being disconnected 3 times, he spoke with us twice never expressing by phone or email about hang ups. He called once about price matching because we ran a sale for $100 off after he listed and our CSR spoke to him 8/4/15 on that topic. We then called him a second time on 8/4/15 and spoke to him at work. He said he was going into a meeting and we said please read our response and then call us back to discuss. He never called back. If he continues to deny that we called him and he called us (and reached us) we can contact our phone carrier for phone records if need be.He also claimed to have called his credit card company both on the phone and in writing to us 08/04/2015 at 3:55:57pm Thank you for the partial refund. I respectfully ask that you please refund the remaining $50.00 dollars billed to my credit card. I can then report to my creditor that this dispute has been resolved and that they need not contact you for the remaining amount due. - [redacted]We wrote back 08/04/2015 at 3:58:19pm.There is no grounds for the remaining $50. We are compliant with merchant services guidelines and made you aware of the policy before checkout. If you have to have them contact us that is ok but we have followed the rules. Customer ServiceHis creditor never contacted us because we believe they told him we had followed the rules and he was not entitled to a refund so instead he complained to the Revdex.com instead?He wrote Revdex.com that 08/04/2015 "referring me to Claus(e) 16 of the last paragraph" was a "response (that) was most offensive". This lends credence to the client's dramatic complaint to the Revdex.com. What was "most offensive" about that response? Perhaps to him it was incomplete or scant but not rude or disrespectful such that we offended him. That is an example of his reaction to a short response and then when we offered a detailed response he wrote you that "Continental crafted a lengthy email in response". Short was rude and long was not acceptable either. It makes us ask the question, what aside from refunding Mr. [redacted] $50 could we have said that was an acceptable response?[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My objective (get Updated Listing Agreement) and intent (sign and return) were clearly stated in plain English in my email of August 3, 2015. There is no reasonable basis to reach any other conclusion.Furthermore, Mr. [redacted] states that my usage of the term "Updated Listing Agreement" should be referred to as the "Agreement".It is agreed that Mr. [redacted] is more knowledgeable about the products and services offered by Continental than I, a new customer. Whether or not I was calling the listing agreement by its correct name does not change the fact that I needed and requested a copy to sign and return. And finally, none of Mr. [redacted] responses change the fact that he and or Continental made no attempt to send me a copy which is what triggered this dispute. Oddly enough, Mr. [redacted] and Continental never disputed that fact yet refuse to refund the remaining $50.00 dollars that was billed to my credit card.

Regards,

Business

Response:

Mr. [redacted] did not as he says "state in plain English" that he needed to see the listing agreement. He said he needed to see the revised agreement. My response was to point him to the revisions which were already in the agreement. His question was ambiguous and my response was normal and appropriate for the question he posed. Then he wrote the Revdex.com stating "Whether or not I was calling the listing agreement by its correct name does not change the fact that I needed and requested a copy to sign and return." Except that is our whole point. Yes it does change the fact because he was not asking for an agreement to sign. He asked for a revised agreement. Our response to point out the revision was appropriate because it fit his question and it was already in the agreement.Additionally we wrote him "Clause 16 of the last paragraph" as a response to where the revision could be found. He wrote the Revdex.com "As this response was most offensive". Would the typical person find a reference to a clause in an agreement not just "offensive" but in Mr. [redacted] words "most offensive?" How could anyone possibly consider the words "Clause 16 last paragraph "most offensive". The reaction by Mr. [redacted] is so out of proportion of what is a reasonable response to correspondence. There was no arrogance, sarcasm or profanity. Just a paragraph reference.Additionally, Mr. [redacted] was untruthful to the Revdex.com. He spoke with us twice after he called yet he told the Revdex.com his calls went unanswered. As I stated previously, phone records will show the two phone calls and they both addressed this issue. When you couple this lack of veracity with Mr. [redacted] non-sequitur reaction to a cited text reference to a clause in the listing agreement, it should be clear to the arbitrator that Mr. [redacted] is just trying to take advantage of this situation and manipulate the facts. Mr. [redacted] agreed to the cancellation policy at checkout and we have done nothing but follow the terms presented to him.