ForSaleByOwner.com, LLC

Initial Business Response /* (1000, 5, 2015/09/17) */
We acknowledge that [redacted]is having issues with their lead inquiries from their site. We are working diligently with [redacted]to find a solution, however, [redacted]has not identified the problem yet. As soon as the problem has been solved, we will...

forward on any inquiries to the customer.
We have expedited delivery of the yard sign and customer can expect delivery in 5-7 days.
Customer requested a spotlight home as one remedy, however we could not fulfill due to FSBO's payment system- would have to charge the customer and then issue a credit. So no spotlight home has been given at this time.
Customer requested a featured home, which we did fulfill with an expiration date of Sept 2016.
We also issued a full refund of $349 to customer's card on 9.17.17.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We will accept the response, however, we still have not received any of the property inquiries that were submitted through [redacted] I would also like to request that ForSaleByOwner provide weekly updates as to the status of those missing property inquiries until the inquiries have been forwarded to us. Our property has been on the market for over 2 weeks, and we still have not gotten any of the [redacted]inquiries for the first week it was listed.
Final Business Response /* (1000, 11, 2015/09/30) */
Please inform the seller that [redacted]has solved their lead delivery issue and all [redacted]inquiries for the seller have been delivered as of 9.29.15. As new inquiries come in, they will be delivered directly to the seller.

Initial Business Response /* (1000, 5, 2015/08/25) */
Spoke with customer and apologized for any inconvenience that they experienced thus far. Explained that she has been on our site since 6/16 and on the MLS since 8/3. Per our terms and conditions we cannot offer any form of refund past 30...

days of purchase and cannot offer any form of refund once the customer is listed on the MLS.
However, to compensate for the inconveniences with the yard signs and[redacted] I offered a partial refund of $100.
Please let me know if you need anything else from me

Initial Business Response /* (1000, 5, 2015/06/04) */
Spoke with Customer regarding issue. We created a critical ticket with our development team and are working towards a fix. Told customer that I would follow up at the end of week with any updates to a fix.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not fixed the listing or contacted me as promised.
Listing does not show on listings when search of zip XXXXX.
Final Business Response /* (4000, 9, 2015/06/12) */
Spoke with customer and resolved the Listing. The listing now appears in the zipcode XXXXX. Let customer know that we would keep a close eye on this particular listing to ensure that this does not happen again.
Thank you.

Hello,We apologize for your experience with our partner, Xome, Inc. Your account was cancelled by Technical Support on April 28th and your $99 was refunded back to your credit card.Sincerely,ForSaleByOwner.com

Initial Business Response /* (1000, 23, 2015/10/21) */
We did issue a response on 10.16 after speaking with the customer and have issued a refund. I'm not sure what else the Revdex.com needs from us at this point, as none of the above communication yields any new information.
Initial Consumer Rebuttal...

/* (3000, 25, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Business did contact me and offered a $50.00 credit which I accepted on 10/16/2015. On 10/20/15 I contacted the Business to inform them the bank card they had on file had been changed and I gave them my current card. This morning I checked my bank account and still have not received the $50.00 refund 10/26/2015. I also found out that for no reason that I know of, our the business they sent an email to Castle Realty and told them to cancel my account listing with Realtor.Com. I already pre-paid till February 2016 with For Sale By Owner $349.00 purchase agreement.
Final Business Response /* (4000, 27, 2015/10/26) */
Our apologies but it seems that when we issued the refund to the customer, we did not indicate that this was not to cancel the seller's listing. So a glitch on our part, as our system automatically removes the seller's listing. We have reached out to My Castle Realty and asked them to extend the seller's listing on realtor.com, at no additional cost. Expiration date is now 5.4.16.
Also, we did process the refund on the customer's new credit card on 10.21.15 and generally it takes 7-10 days before the seller's banking institution posts the credit to the seller's account.

Called the service number; was put on hold for a long time. Got tired of waiting (40 minutes listening to 'your call is important to us, etc......'). How can I get service if I can't get someone on the phone?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/26) */
Thank you for this important feedback. We apologize for the inconvenience of not receiving a yard sign. We did have a large scale issue with our yard sign company this past summer. Upon receiving this notification, we have expedited a...

yard sign out to your address- estimated arrival date of 10.28.15. Delivery tracking # XXXXXXXXXXXX.
In addition, we'd like to apologize for the lack of customer service you have received when reaching out to our call center. We have since addressed but again, thank you for relaying the information.
With respect to your home being shown incorrectly on our site's map, we have uploaded new latitude and longitude coordinates and it looks like the changes are now reflecting more accurately. Please let us know if this is not the case.
We do not process refunds outside of the product terms and conditions on our site, however, we do want to extend a refund of $100 as a good will gesture for the signage and customer service issues. A yard sign retails for $30 so the majority of the refund is toward customer service.
Below is the contact information for a corporate level individual:
[redacted]@tribpub.com
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, do know that we appreciate your response to our complaint especially the name and contact info for a supervisor at FSBO.com. However, here is the reason why your offer of a $100 refund is not acceptable to us.
We initially purchased the FSBO.com package to correspond with the grand opening of our development's second phase. Our purchase was made with more-than-enough advance time to allow us to coordinate our sales efforts with that event, which was advertised and promoted throughout the county.
However, with no signage, FSBO.com's refusal to provide us the name of a supervisor we could speak with, and an incorrect map tagged onto our listing, our property has now been on the market for so long that it has gone "stale" and still sits unsold.
This has required us to even drop the price of an already priced-to-sell home. As a result, we are willing to accept no less than a refund of half the purchase price.
The above mentioned factors have considerably lessened our trust in FSBO.com, which we used to sell our last two home sales with great success. Thus, we believe a refund of half the purchase price is more appropriate in light of our struggles in this matter.
Final Consumer Response /* (2000, 11, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the offer.
Final Business Response /* (4000, 9, 2015/10/27) */
We have issued an additional refund of $200 on 10.27.15 which brings the total to $300 for the aforementioned issues. We hope this will satisfy the customer and wish him success in the sale of his home.

A few days after paying for ForSaleByOwner's deluxe MLS Enhanced package with "Heavy Duty Yard Sign Kit", we received an email stating that they were about a month behind on getting out the yard signs (and they blamed [redacted] their 'supplier'). I found that difficult to believe.

I first tried to call at 4:30pm on a Monday and got a recording saying their office was closed. Strange. So I called the next day at 9:30a.m., and finally got through to "TOM".

I explained that the situation and immediately got a "nothing we can do about it attitude" (Thanks TOM). He basically said Tough[redacted], you'll get the sign when you get it. He said they were backlogged on listings and were just now getting to the ones from this month. He said nothing about [redacted] not having signs.

All I asked for was to be reimbursed for the amount that the sign would cost, and explained that waiting a month to get a sign in the yard was unacceptable. He could have cared less.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello, Thank you for contacting ForSaleByOwner.com and we would like to apologize for the experience you had. We have reviewed your account and have verified that the account was opened in October 2015. The package that was purchased was a Deluxe Listing which was for marketing on [redacted].com for 6...

months, which ended on April 17, 2016. [redacted] and [redacted] were 2 of many Third Party websites that we were syndicating to. Unfortunately, [redacted] made the decision in August 2016 to no longer accept syndication feeds from any By Owner type of Real Estate Company. Since [redacted] is not owned by ForSaleByOwner.com, we do not have any control over business processes and business decisions they, or any non-affiliated third party, makes, as indicated in Section G of our Terms and Conditions. We will not be able to issue a refund, as once the property has been posted on [redacted].com or after 30 days of purchase date, there are not any refunds. Your package was purchased approximately 11 months ago and your property had been posted onto [redacted].com, as part of your package. Sincerely, ForSaleByOwner.com

Initial Business Response /* (1000, 5, 2015/10/05) */
We acknowledge that it looks like the customer did not receive a yard sign. However, customer signed up for a service which included having her listing displayed on many sites, including Realtor.com. Customer signed up on 8.8.15 and...

cancelled on 10.5.15. Therefore, services were rendered, excluding delivery of a yard sign.
Per our terms and conditions, there is no refund available. However, given that the yard sign was never delivered, I did refund the customer $40 for the cost of a yard sign on 10.5.15.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response - if their customer service team were trained to respond as quickly and courteously, I would never have had to file a complaint to begin with. I am satisfied that they are trying to be reasonable - I still believe they misrepresented what they would provide to a seller and are devious in their advertising.

Hello,
We would like to apologize for the delays we are experiencing in our sign shipments. The orders are currently being processed, but we are unable to provide an exact shipment date yet. We have credited your account $79 for the delay issue. Please continue to check with Customer...

Service at 888.367.7253 for shipping updates regarding your sign.Sincerely,
ForSaleByOwner.com

Initial Business Response /* (1000, 5, 2014/09/24) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@tribune.com
I spoke with Ms. [redacted] about her concerns working with our MLS partner in her area. She sent changes and open house details to the MLS...

provider on a Thursday, but the MLS provider wants 3 business days notice to make these updates. Unfortunately, this was not made clear to Ms. [redacted], especially since her previous experiences had worked well.
Working with Ms. [redacted], she liked my idea to pair her with a different MLS provider in her area. I also gave her an extended MLS listing, a featured ad position on our site, and a partial refund. By the time we were done with our conversations, Ms. [redacted] was happy with this resolution.

Initial Business Response /* (1000, 5, 2015/06/04) */
Spoke with Customer regarding issue. We created a critical ticket with our development team and are working towards a fix. Told customer that I would follow up at the end of week with any updates to a fix.
Initial Consumer Rebuttal /*...

(3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not fixed the listing or contacted me as promised.
Listing does not show on listings when search of zip XXXXX.
Final Business Response /* (4000, 9, 2015/06/12) */
Spoke with customer and resolved the Listing. The listing now appears in the zipcode XXXXX. Let customer know that we would keep a close eye on this particular listing to ensure that this does not happen again.
Thank you.

Revdex.com:Not once was I told that there would be an early cancellation fee, nor did Michelle tell me about a cancellation fee when I called to see what I needed to do.  I didn't call to request a cancellation.  I called to inform ForSaleByOwner that we were using a realtor and that I needed to know what we needed to do with our ForSaleByOwner listing.  Michelle told me that I needed to cancel my listing and never mentioned anything about a cancellation fee.Why would I agree to a cancellation fee if I could just sit on the listing for another 3.5 months?  This is just another reason why I'm not happy with ForSaleByOwner by them misleading people and trying to collect extra fees and charges.  I will definitely not recommend them to anyone.
I have reviewed the response made by the business in reference to complaint ID 11709329, and find that this resolution is somewhat satisfactory to me.
Sincerely,
Joseph [redacted]

Hello Mr. [redacted],
We have reached out to our broker, who has verified an issue with the local [redacted]'s feed to [redacted].com. She has explained to me that she spoke with you and explained that the issue should be fixed in 1-2 business days. We do apologize for the inconvenience this has caused, but the resolution with the local [redacted]'s feed should have you on [redacted].com shortly.
Sincerely,
ForSaleByOwner.com

Initial Business Response /* (1000, 6, 2015/07/29) */
Spoke with customer and apologized for the inconveniences over the first couple of weeks of his listing. We were able to expedite a yard sign shipment to his home and resolve the issues with his listing not syndicating out to [redacted] and...

[redacted]
The customer's home is currently under contract and expects to close in the coming weeks. Let him know that if anything falls through with the closing, ForSalebyOwner would honor some additional bonus features to his listing to enhance the traffic.
Please let me know if you need anything else.
Thank you!
Initial Consumer Rebuttal /* (2000, 8, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/05/28) */
Spoke with customer and apologized for the negative experience. Refunded the $649 purchase.

Initial Business Response /* (1000, 5, 2015/10/05) */
We acknowledge that it looks like the customer did not receive a yard sign. However, customer signed up for a service which included having her listing displayed on many sites, including Realtor.com. Customer signed up on 8.8.15 and cancelled on...

10.5.15. Therefore, services were rendered, excluding delivery of a yard sign.
Per our terms and conditions, there is no refund available. However, given that the yard sign was never delivered, I did refund the customer $40 for the cost of a yard sign on 10.5.15.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with their response - if their customer service team were trained to respond as quickly and courteously, I would never have had to file a complaint to begin with. I am satisfied that they are trying to be reasonable - I still believe they misrepresented what they would provide to a seller and are devious in their advertising.