Keller Williams Realty

We are sorry that you are not happy with the sale of your property.  It is our company's intention to keep our clients informed about the market.  Unfortunately sometimes we are telling people what they do not want to hear.  It is our company's intention to be upfront and honest...

about what the market is doing.  It is our understanding that an offer was presented and unfortunately was not able to come together.  We work hard to generate traffic and offers through our marketing strategy- whether or not the seller accepts the offer is not in our control.  We will continue to utilize our time tested strategy to generate more offers as we do for all our clients.

[redacted] wrote a contract on a house with one of our agents. In the state of Missouri, earnest money can only be released by the escrow company, in this case [redacted] in Hazelwood, when both parties agree. The real estate agent has no control over this and cannot force either side to agree...

or sign. Ms. [redacted] has been made aware of this and has been given her options. She can wait 365 days for the money to be returned to the state or she can file a claim in small claims court. Keller Williams Realty Chesterfield has no bearing on if or when she receives the money back.

Final Consumer Response /* (2000, 9, 2015/09/14) */
The company sent payment for us to correct the issues.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

July 25, 2014I would like to thank you for bringing this complaint to my attention. Keller Williams Realty takes pride in the fact that we support our agent's in building their business in ways that provide the greatest clientservice possible. Their success is through people.I had...

a conversation with my agent Dennis M[redacted] about the complaint stated in your letter datedJuly 17", 2014. ask Mr. M[redacted] to put his reply in writing so I can present this to you.The documents attached are: 1. a written statement from Mr. M[redacted]. 2. a copy from the MRIS (multiple listing service) listing he was showing to his client as proof that this unit is up for sale, 3, a copy of the public records showing that [redacted] lives on a different floor in a different unit.To me the front desk made an honest mistake to put my agent's business card in the wrong mailbox.Hope my response is sufficient. If you have any questions don't hesitate to give me a call, [redacted]Sincerely,Rene * G
Principal Broker

In response to your letter dated May 9, 2016, Mr. E[redacted] stopped any mail going to [redacted]s location as of last year.  We had tough the issue was resolved until receipt of your latter.Mr. E[redacted] does not personally send the materials out and he has tried numerous times to have the...

mailing house he uses delete the [redacted] address from their mailing list.  We will try again to have the [redacted] address removed from the mailing list.Sincerely,Steve *. G[redacted]Principal Broker

To whom it may concern,  I am not the owner or manager of this company. I'm not sure how you got my email. Apparently there's some kind of mix up. I am just an agent at this company. Please remove my name and email from your records. Thank you,  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear When we brought the car in for the alignment to be fixed there was no damage. After the alignment was fixed we noticed the damage, it was a scratch and dent. When we brought the car back for the first attempt of fixing it, their so called dent guy pulled the dent out and put a glob of paint on the scratch. When the service writer presented it to me I looked at it and said you can still feel the damage. The service writer JD said its the best you are going to get. When I brought it home my husband looked at it and said this is not acceptable and even saw under the wheel well where they pulled the dent  out was all messed up and they didn't even replace the panel that's supposed to cover it. we left messages and waited a week before sending email that we would complain and then we got a call back to try again. On the second attempt we went to speak the GM of sales. My husband showed him a he damage and said we wanted the car back to new since we bought it new and brought it back new and they damaged it. Bernard the manager said he understood and came back from body shop saying it would take three days to repair. I had to ask for a rental since my husband and I share this one car and he stated he guessed so- we can provide a rental. When we delivered the car almost a week later to have them fix it we just wanted it to be new or look new again. When we picked up the car from being repaired you can see the swirl marks that all this new shop did was buff the paint glob  and replaced the panel in the wheel well where the dent was pounded out. To have a fender on a brand new car that has swirl marks from being buffed out isn't how we wanted to see our brand new car. We didn't even get to be the ones that damaged the car it was the dealership. When my husband showed him the swirl marks again he said it's the best you are going to get. My husband so mad I told him to leave and he did say they would hear from us. Why is this the best a paying customer would get?? When my husband was showing the manager the swirls he said it wasn't his department that damaged the car. Why would that matter?? It was that dealership that damaged the car! All we want is the car to be back to new but now we have a poor repair on a less than one month old car. We only went to that dealer because of a referral- I was trying to leave before we got into finance because I had a better deal in mission valley- they kept butting in and pressuring us to come in and so we said what the hell we are here and it's the car we want does it really matter if mission valley will beat them by $200 or so- so we stayed in Poway. I wish we wouldn't have now. I wish we would have left and went to mission valley where the car would have been a little less the floor mats were included and I bet the alignment wouldn't have been off and we wouldn't have had to go through this ridiculousness! If this was their car and a dealer damaged it- I bet they would want the car to be back to new again!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] And [redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered] We are only going on record to show that the offer to which the company is referring occurred AFTER our complaint was filed with the Revdex.com (the date of the offer to which the company is referring is 9/14/17, we countered on 9/15/17 and the buyers rejected our counter offer on 9/15/17).  It is our belief that they did not file their response to our complaint until after this offer occurred.  We are staying with the company only because of "monetary" reasons and because the $1,000 they quoted that we owe was written into the contract in such tiny little letters that we totally missed the wording when signing the contract.  Obviously they have us between a rock and a hard place.  We will "ride out" the remainder of our contract in the hopes that they will honor their duties and obligations to us by trying to bring us potential buyers in the sale of our home.  We will be working with Valerie, the broker, since we have lost all credibility in our realtor, Jesse B[redacted], for reasons we have set forth in emails to Valerie, which we will not go into herein.  Thank you.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.this response from Keller Williams/ [redacted] neither addresses the complaint, nor a resolution. The mold nor their unethical behavior is substantiated in their redress to the complaint. In fact the letters they attach do not contradict the issues addressed and the deductions made of the security deposit are unfounded, fictitious and most listed are  deemed normal wear and tear by VA law. The [redacted] family has evidence to rebut such fictitious claims they made in order to deduct all monies from the deposit.  Regardless, the matters of the unethical behavior of this business and its agent continue to be unaddressed and clearly uncontested.
Regards,
[redacted]

Review: I moved out of a Keller Williams property and [redacted] who works for them. I lived at St Joe's lofts for 3 years. I moved out over 2 months ago and they have not returned my deposit. A person that works on the property told me the payment was coming and I kept waiting and waiting. This is my main complaint.My 2nd complaint which I gave up on is that they are charging me out of my deposit for items like a toilet seat which was not broken, they are charging me to repaint, to change the insides of drawers. It is very clear they are just wanting to keep as much of my money as possible.Main Review: even after saying they are keeping over half of my deposit for invalid reasons they have still not paid me. This is stealing.Desired Settlement: I want my deposit back now.

I used Keller Williams as my management company for renting my house. They took care of my house for the past 3 years and the agent was awesome. This month I chose to sell the house because renters contract was up on March 31. I needed to sell fast for personal reasons. The agent decided to go out of town and did not come back until several days after the 31st. In the meantime the renters had keys to my house and I could not do anything to fix it up for resale. The agent and I communicated over texts. On Sunday, April 3rd I decided to hire someone to trim bushes...when he got there the front door to my house was opened and unlock. (I do not know how long it had been that way) no one was there. When I walked through the house the kitchen and bathrooms were a mess and the spare room upstairs was awful!! The garage had not been cleaned and the backyard was a mess. After waiting until April 6th to have them walk thru so I can do work inside, my agent said it would be tomorrow (which is what she said everyday since 3rd). I had to go in change all the locks in my house. She asked what it would take to clean everything I told her an amount and said just mail me a check.When I received the check it wasn't even close to the amount.So I decided to call her boss, Mr. Harold B[redacted]...whom was rude to me, said curse words to me, told me to quit calling and bothering him. I asked for his bosses name and he said he was the only boss to go ahead and report them he didn't care!This whole matter is so stupidif only someone had walked the renters through the house on the 31st and gotten my keys....none of this would have happened. I have all texts from my conversation to prove all that happened.I would not recommend this company to anyone. No professional at all and do not keep their word.Desired SettlementTo get the $300.00 that agent suggested to pay me to have items done at my house. I received a check for $100.00 for clean up. Mr. Blockman said agent had seen the house and nothing was wrong. I said if she had seen the house with renters we wouldn't be going through this now. He wouldn't let me speak....just kept yelling at me and said to contact the renters (whom I don't even know who they were because Keller Williams was the management companBusiness Response I rented the home for the owner for 2yrs not 3. In that time I had 2 different tenants. The end of the lease was March 31,2016. I was scheduled to go out of town for work on Tuesday March 29th and not return until night of April 4th. The tenant and I were to meet Tuesday April 5th. The tenant had a conflict with his work and could not meet. We tried to meet on Wednesday April 6 and he and I could not get our schedules to coordinate. The owner informed me that she changed the locks on the home and no one, including me, should be there or she would have a neighbor friend call the police. The tenant moved out as planned on March 31st and left 2 garage door openers in the kitchen. He stated he had a couple small items to retrieve and went over Friday April 1. He said he locked the front door and rear doors and the garage door was closed when he left. This tenant, and the first tenant, paid the full rent to my office before the due date of the 1st each month. This tenant, nor the previous tenant, caused any damage to the home at any time I was in the home. The owner stated some shelving was left in the garage by the last tenant. His movers thought the shelving was his so they broke it down and loaded it into the moving truck. When he realized that he had them remove it and put it back in the garage. This shelving was left by my previous tenant. I allowed it to stay because it was nice metal shelving. The owner told me it was left in the garage and she became mad because she thought the tenant had left his mess behind. I told the owner on Wednesday afternoon, April 6, I would be over promptly to remove the shelving. She text me she wanted to keep the shelving and not [redacted] one foot on her property or she would call the police. I spoke with the tenant and asked why she (owner) would be so mad at them. He said he did not know because he left the home clean and even cleaned the carpets. At this point the owner claimed I was working for the tenant and not her. She also would not take any phone calls from me. She said to "leave her alone" in a text. I never promised her a particular amount from the tenants' deposit or any of it for that matter. She text me that she wanted $300 from their deposit but could not provide any reason for that amount except for sending someone over to remove the shelving from the garage. She never provided pictures or proof of any kind of any damage to the home or yard. And she would not let me any where near the home nor would she speak to me at any time to work through this matter. I have tried via phone call and text to speak to her in a manner in which we had always spoken and mitigate this situation. We have had many years of a professional relationship and now she is not the same person I have known. Signed Louise Weesei P[redacted]I had first conversation with Ms. [redacted] when she called to ask about the her refund from the Security Deposit, I told Ms. [redacted] the money from the deposit once I confirmed with my Agent Louise P[redacted] that the office had sent the money to Ms. [redacted]'s home address, I called Ms. [redacted] and she said thank you, It was not until three days later that Ms. [redacted] called back to ask why was it only $100.00 Dollars she told me it should have been $500.00, I told her I would ask Agent Louise P[redacted] about that and found out from Agent Louise P[redacted] the Security Deposit of $1,000.00 was returned minus cleaning fee of $100.00 to Tenant due to the fact that the home was in pristine great condition left by tenant, when I called Ms. [redacted] back to inform her she was not at all happy with that information, she got very demanding and asked who else to talk to and I told her she had the right person on the phone and that the fact remains if home is cleaned by the tenant and is as good a condition as when it was first occupied the law sates as well as the lease the security deposit if fully refundable to the Tenant, In this case the lease showed a cleaning fee of $100.00 and that is what the refund to Ms. [redacted] was sent to her. Ms. [redacted] called the office on several occasions asking for the extra $400.00 dollars, I finally asked that she stop calling and asking the same information and told Ms. [redacted] to file a complaint, there is nothing I nor the Agent did to Ms. [redacted] that should could cause this complaint to be sent. The home was in great condition and the money sent to Ms. [redacted] was correct. Ms. [redacted] is not owed any more money of the deposit. I see where she is asking and additional $300.00, when I spoke with her on several occasions it was $400.00 additional. Believe me I did not want any issue with Ms. [redacted] and the money sent to Ms. [redacted] was correct and she is not owed any more money. Tenant was a great tenant and took care of home. I as Broker pride myself and doing the right thing and take care of clients. Ms. [redacted] was belligerent, condescending, and outright Rude. I asked and begged she stop calling. Ms. [redacted] did and now this complaint shows up. Thank you, Harold B[redacted] Principal Broker Keller [redacted] Realty Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The money was not the issue.....the house was not clean...Ms. P[redacted] never saw the house.....after one week after the contract was up she still had not taken the tenants through the house. There is no way she new what the house looked like inside and when I confronted about what Mr. Blackman had said she said he must have misunderstood her.....she never went into the house. My complain was that my house was suppose to vacated and in my possession as of the first of the month. It was not....Mr. Blackman is just a rude man who does not tell the truth. I never kept calling to ask for more money.....this man needs to be reported!! He thinks because he says this is what happened that you should believe him. He is the one who escalated the conversation....wouldnt let me talk....and cursed at me.....I just had to sit and listen. That is when I wanted to talk to someone over him and he would not give me a name. That is why I am coming to the Revdex.com.I hope with all my heart that something is done about this person. If you contact Ms. P[redacted] she should tell you that she never saw the inside of my house. She was on vacation and after she returned never went into the house.Thank you for anything you can do.Just to add.....I should have received more than $100 because Ms. P[redacted] offered me $300. I was more upset with the way things were handled and the lies that were told. When someone says they will give you $300 you expect a check for that money. That is why I was so upset when I opened the letter and it was only $100. I was brought up where when you verbally tell someone something you do it. Ms. P[redacted] I believe was upset because after all of this I went with another company to sell my house. I am a very fair person and do not more than what I am owed. But do not lie and curse at me......thank you.Final Business Response This is the second time to respond to the frivolous complaint by Ms. [redacted], as we are all aware a Tenant rents a home in this case paid early every month to Mrs. [redacted] and then when the lease is up the Tentant leaves the home in pristine condition and therefore is due back the security deposit minus the cleaning fee of $!50.00 which was sent to Ms. [redacted] I do not know what else can be sent to explain the Tenant was due back security deposit and nothing Ms. [redacted] complains about is not correct. There are rules to return the deposit based on TN Law, cannot keep security deposit on false pretense as Ms. [redacted] is stating. There are text messages between the Listing Agent Ms. P[redacted] and Ms. [redacted] that I will send to this response system. Thank You,Harold B[redacted]. V P Principal Broker Keller Williams Memphis

The Realty is not turning many offers in on the house as she should when people are making offers. For exp: 30k was turn down unless its a cash pay.My house has been on the market for over a year. From what I understand from people that I have run in to like old neighbors( a neighbor friend made a 30k offer on the house and was told no unless it is a cash payment). This offer was not even presented to the bank for review. Also other people try to make offers on the house and wasn't if looked at. I don't understand why anyone would turn down the offer of 30k when she been taking offers of 23,999 or less; this doesnt make any sense to me. Also this is unfair to me and the people that are interested in the house. Desired SettlementI am just trying to get this house sold and make sure she is sending every offer she is getting sent to her office; I want her to send all offers she is getting to the bank.. I want this house gone..Business Response I am so sorry Ms. [redacted] feels this way. Here are the facts:I received a lead on this home from [redacted] of [redacted] that this home had been abandoned and could I attempt to reach the homeowner to get involved in a short sale program in which she would receive a relocation incentive. After attempt after attempt to reach her, she finally heard that she may get an incentive to work with me and she contacted me. She agreed to allow us to list her home which was in a grossly delapidated condition and abandoned. I listed the home on May 20th @ a price of 39,900 as it is my job as a certified distressed property expert to price it until I can get an offer to work with and send in to the bank. I had to beg Ms [redacted] to go in and at least get the trash out of the home and sweep it out to aid in getting an offer as it\'s condition after being abandoned for so long was atrocious. We can only work one offer at a time and Ms. [redacted] can only sign off on one offer at a time. we finally received an offer for 30,888 on July 10th which she signed off on. Once the property was viewed with the client and selling agent, they dropped their offer to 15K, due to the condition of the home. Ms. [redacted] signed off on 8/13/2013. This was submitted as well to the bank. We also sent in documentation to the bank to support the drop in offer with comps. The bank came back on 9/9 stating this: "Our analysis of the dispute documentation you provided for this case is complete. After reviewing this information, our internal valuation, and market conditions, we suggest an effort be put forth to acquire a gross offer amount of $48,000. "Thank you for using the Short Sale Escalation Desk. [redacted] - Short Sales[redacted] - Real Estate Asset ManagementWe changed the price to 48K hoping for an offer and never got one at that price. I lowered again to 39,900 hoping to get something the bank may work with again to no avail. I have had several calls from people saying they want to offer all kinds of numbers below 48K without ever even viewing the home. Once she (Ms. [redacted]) asked me could a relative purchase the home so she could get the incentive as she had been in a wreck and needed the money. I told her that it had to be an "arms\'s length transaction" and that was unlawful for her to involve a relative in a short sale. On 9/24 she emailed us for an update (one of 95 messages from her) and we responded we did not currently have an offer on the home.On 12/27/2013 she signed off on another offer for 28,888.In the meantime she received an advisement letter on 2/25/2014 that she could apply for a loan modification, which she chose not to do, because she had been long gone from the home and moved on with her life I presume. We had to submit all of her documentation again as far as bank stubs, bank statements, taxes as the others were out dated.On 3/19 there was another offer sent in and on April 8th it was declined by the bank as well. It is currently listed at 39,900 in hope for another offer. Every time I received phone calls on the home, I responded that we did have an offer in on the home and that they are welcome to submit a back up offer. No one has chosen to do that. You can not get a loan for less than 50K in this market for a mortgage, so unless there is a cash offer, most owner occupants are out of luck. This home would NOT QUALIFY to be inhabitable or a mortgage without 30K worth of work in it. I had a call once from a neighbor possibly who was Hispanic wanting to offer 30k cash, and I told them the funds had to be in the bank and that in order for me to write up an offer, they would need a Proof of Funds on a bank letterhead to submit it. They told me their money was not in a bank and I told them I could not help them.Plus if they countered at 48K, 30K would not work with the other offers. I have no control over [redacted] of [redacted] and [redacted] accepting offers or NOT, all I can do is submit them which I have done. It is currently listed at 39,900 K and this is what Ms. [redacted] states about the home and the latest they want for it. "I am sorry to say this but that house is not worth that much it needs to much work done on it.. But please keep trying. Thanks" That was April 8, 2014Both my assistant and myself have put in numerous hours trying to help Ms. [redacted] and I am quite frankly very surprised at this complaint.Please feel free to contact me at anytime. My listing on this home expires on May 21, 2014 however, I would be more than happy to let Ms. [redacted] out of her listing agreement today and suggest that she find another agent to help her. I can send her a mutual release right away if she would prefer!

Review: We rented a home at [redacted] from Mrs. [redacted], an agent with Keller Williams Stafford. Throughout our 2 1/2 year term at this residence many serious repairs were needed to be made & none were ever made timely, to include several floods in the basement. One from a leaking/burst pipe wall, several from a leaking air conditioning unit in the basement, which was a problem for approximately a year, & another from when the landlord had broken the shut off valve for the water in the basement. The basement had extensive water damage to the walls, stairs & carpeting, none of which the landlord/Mrs. [redacted] ever repaired or had cleaned. As tenants we cleaned several times, include through professional carpet cleaners, but the mold continued to return. Our teenage son was having severe allergy issues & we had to move his room from the basement to the upstairs couch. We decided we needed to move as too many repairs were mounting with extreme delayed, untimely responses & repairs were being made, from time frames of well over 3-6 mos. When we returned the keys to the home in late January, the roof was still leaking & the basement carpet still had mold. We had shown Mrs. [redacted] the mold/roof issues but she never had it professionally repaired or properly removed. In fact, Mrs. [redacted] just painted over the mold, & left the molding carpeting & padding. We have obtained a thorough & professional mold report that we will attach to this complaint. Keller Williams & Mrs. [redacted] rerented this home & advertised this home knowing that there was & still is mold in the basement. We personally advised her in writing that what she was doing was unethical but she rerent the home anyway. Furthermore, after we advised her what she was doing was wrong, we departed the residence & told her we were going to whistle blew the issue, Mrs. [redacted] retaliated by making frivolous & fraudulent charges in order to withhold our entire security deposit. The charges are absurd.Desired Settlement: We would like [redacted]Keller Williams to repair the basement in the home appropriately as the new family has very young children & should not have to live in that moldy basement unknowingly since it was just a cover up. It is wrong and unethical. We would also like our entire security deposit returned immediatley! Via a cashiers check for $2500.00USD. We can verify with photos from the home when we moved in to photos of the home as we left, as well as affidavits on the repairs never made in the home & professional reports of the mold in the home. The charges that Mrs. [redacted] stated are unethical & were made in order to keep our security deposit, the charges are frivolous wear & tear/many simply just made up. It is apparently obvious that Mrs. [redacted]/Keller Williams was using my security deposit to make repairs on the home that is the landlords responsibility as it was not noted in the lease & were issues before we even rented the home. I am trying to attach docs but cant

Business

Response:

Good afternoon,

Review: ww.[redacted].com, managed by Keller Williams in La Jolla, Ca will not remove all interior and exterior pictures of my home that are not authorized through the MLS (only one is authorized and 33 are posted). I have made three email requests, spoken to two employees and have left a message over the past five months. My email requests have not received a personal response back, the two employees I spoke to assured me the pictures would be removed within 48 hours and the message I left was never acknowledged. Posting interior pictures of my home on a public site is an invasion of privacy and a security risk. I feel ample time has been given for these pictures to be removed. Www.[redacted].com needs to comply with and be respectful of the MLS, homeowners and the security of the public.Desired Settlement: To comply with the MLS and remove all unauthorized pictures of my home on their website.

Review: We purchased a home that was listed by [redacted] and [redacted] out of the Keller Williams, Coeur d'Alene brokerage. Sometime during the week before signing, my agent reached out to arrange the final walk through at the home on the Friday that I was to sign papers. The realtors said that this would be inconvenient for their clients as they would be in the process of moving and that if we could wait until Sunday after 2:30pm, the day before closing, that we would be able to walk through after the homeowner was out of the house. In an attempt to be accomodating, I agreed to wait until Sunday, knowing that if something aggregious had occurred, we could stop funding on Monday. We did our final walk through on Sunday and discovered that there was a huge rust or paint stain in the middle of the bedroom floor that had been hidden by the bed and not disclosed. We also discovered that they had taken down shelving from the walls, which was a breech of contract. They had painted trim that went only to the edge of the bed, and was raw wood behind the bed. Just things that were not visible when we viewed the home and needed to be corrected. It was clear that the owners were not attempting to trash the place or anything, there were many things that were left very nicely, they were just poorly educated by their agents that this was unacceptable. Sunday, after our walk-through, our agent began trying to reach out to the agents to let them know of our concerns. At the time, we knew that our sellers had already had to come down on their price as the home did not appraise at value. We also knew they were already bringing money to the table, so at the time, we were not asking for financial reimbursement for the shelving, damaged walls that now needed paint, or for a carpet allowance, as we would have requested had we known when making our offer. Instead, as we were trying to be kind, we were simply asking if we could have early access in order to be able to paint the walls and begin dealing with the carpet. After initially hearing our concerns and our request, the agents advised they would contact our agent back to let her know. They ignored multiple calls from our agent throughout the course of Sunday and Monday. Finally, our agent called the title company and it wasn't until the title company called the agents and told them that we had issues that could hold up funding, did they return our agent's call. 5 minutes before funding. Their excuse…"We're sorry, we were out of pocket all day." You don't get to be "Out of pocket" from the time your buyers walk through to the time your sale funds. We had all of our belongings packed in a moving truck and our sellers in occupancy of our previous home, so we felt we had no choice but to fund. After we were moved in and things had settled down, I called [redacted], the Broker to express my grievances. I called 5 times that day before she finally called me back when she realized I wasn't going to go away. She did listen to my concerns, but instead of taking ownership or offering an apology, instead, she tried to blame the whole thing on my agent for allowing me to do the walk through so close to closing. I told her that if this was such an unacceptable thing to do, then her agents should never have asked this of us in the first place - we were simply being accommodating. After listening to my concerns, she said that because I'm represented by an agent, she would be unable to assist me in any way and that my agent needed to reach out to her agents. Well….that didn't work out so well the last time. It appears the tactic of this brokerage and it's agents is to ignore concerns in hopes they will go away. I reached out to mt agent who spoke to her broker. Her broker put in multiple calls to [redacted] to discuss this issue only to be ignored yet again. We just don't want this brokerage to get away with the avoidance tactic. Had [redacted] responded to my concern with care & compassion, rather than trying to direct the blame to my agent, and taken ownership, perhaps offering some small compensation as a courtesy, I would have been satisfied, but the fact that they just completely ignored the situation and get to go on doing business as though nothing happened is unacceptable.Desired Settlement: At a bare minimum, we need a formal written apology and admittance of wrongdoing by the agents to have completely ignored our agents calls. This apology should also include an apology for trying to blame my agent and ignoring her broker. I would be most satisfied by a resolution that includes some compensation toward $800.00 worth of carpet and shelving/painting that needed to be repaired/replaced.

Review: While I was away on a business trip, an individual representing herself as a realtor from Keller Williams notified the front desk at my condo building, [redacted] VA [redacted], that she was authorized access to my home. The realtor provided a business card, which was later provided to me upon my return home on the afternoon of 6/26/2014. According to the handwritten note on the back of the card, the "realtor" entered my home on "6/16/14" at "7:30P". Furthermore, according to the account of the facts provided by the individual working at my condo building's front desk the evening of the 6/16/14, the alleged Keller Realty representative was asked multiple times if she had the correct unit. She allegedly said "yes" each time. I do not have any contractual relationship or pre-existing agreement with Keller to give them access to enter my home. The card left by the "realtor" has the name "Dennis M[redacted]" printed on it. I feel totally violated, anxious, and uncomfortable. I have very personal items in my home - financial records, etc. I have a security clearance and feel that this violation of my privacy could put me at risk.Desired Settlement: I want a review of the matter by Keller Realty and a report of the findings, including what action was taken to research the situation. If a representative from Keller Realty did present Mr. M[redacted]'s business card and was provided a key to my unit, I want to know if she entered my home, how long she was in my home, and who, if anyone, was with her. Since I will likely move within a year, I also request a credit of $1000 on services if I use Keller to assist in selling and/or buying a home.

Business

Response:

July 25, 2014I would like to thank you for bringing this complaint to my attention. Keller Williams Realty takes pride in the fact that we support our agent's in building their business in ways that provide the greatest clientservice possible. Their success is through people.I had a conversation with my agent Dennis M[redacted] about the complaint stated in your letter datedJuly 17", 2014. ask Mr. M[redacted] to put his reply in writing so I can present this to you.The documents attached are: 1. a written statement from Mr. M[redacted]. 2. a copy from the MRIS (multiple listing service) listing he was showing to his client as proof that this unit is up for sale, 3, a copy of the public records showing that [redacted] lives on a different floor in a different unit.To me the front desk made an honest mistake to put my agent's business card in the wrong mailbox.Hope my response is sufficient. If you have any questions don't hesitate to give me a call, [redacted]Sincerely,Rene * GPrincipal Broker