Long & Foster Real Estate

Dear Ms [redacted] ,Attached is a copy of a check I am mailing today reimbursing Ms [redacted] $for the water test she ordered post-closing Although her complaint requested "$0.00" reimbursement, she called today, and after a long conversation she mentioned that we could at least reimburse her the $water test fee While Long & Foster does not accept any responsibility for the cost of the same, it is important to us that Long & Foster's clients and customers are satisfied Accordingly, I wanted to inform you of the actions we are taking in pursuit of that goal.Most sincerely,***

Revdex.com spoke with [redacted] from the businessShe stated that the customer's moved out in the middle of the night and did not return the keys in personThey told the business they would mail the keys back tot hem as they moved to CaliforniaThe customer did mail an envelope to the business with receipts but there were no keys inside or any indicate of keys being in the envelope or damage done at the time it was received by the businessAt this time the property has been re keyed

We value the relationships with our clients and we work hard to protect their interests Unfortunately, in some situations, we are unable to meet a client’s expectations and in those cases we try hard to part ways in the most fair and professional manner We have ended our contract with [redacted] and have met all of [redacted] "Desired Settlement" requests as follows: • Mr [redacted] has no outstanding invoices at this timeWe have no detailed invoices for outstanding work needed because there is nothing outstanding • A letter of apology and official closure of Mr [redacted] account was sent on 9/25/ • Mr [redacted] account was refunded for $dishwasher repair Although we completed the repairs as he requested June of We will absorb this cost as a gesture of goodwill to Mr [redacted] • Mr [redacted] account was refunded $for the management fee that was prorated for the month of August, Although Mr [redacted] agreed to pay this per the terms of his signed management agreement, we will waive this cost as a gesture of good will to Mr [redacted] Please let me know if you have any questions or concerns, Thank You, [redacted] Maintenance Manager Long and Foster Property Management [redacted] ###-###-####

The guest was called and the issue resloved to the satisfaction of this guest

I received your letter concerning a complaint received from [redacted] regarding service provided to him by a Realtor in my office, [redacted] ***, and a loan consultant affiliated with Long & Foster, [redacted] ***.MrDerrick B [redacted] was contacted by [redacted] in February and [redacted] *** requested to see a property listed for sale and an appointment was madeON their first meeting [redacted] informed by agent that he was already working with a lender at [redacted] ***, so my agent did not refer him to our affiliated lenderThat began a month period of [redacted] texting my agent with property addresses he wanted to see, and my agent always made accommodating appointments to show him property after propertyAt some point, [redacted] voiced complaints about the lender he was working with not returning his calls quickly enough, so my agent asked him if he wanted the contact information for out affiliate, [redacted] loan consultant [redacted] *texted ‘yes’ so Derrick texted back [redacted] contact information[redacted] did contact [redacted] and they spoke on the phone [redacted] has notes she made while speaking with himShe did, in fact, pull his credit report and even made notes that she gave him a couple of suggestions to improve his credit application [redacted] has notes from several range because he was not satisfied with the many properties MrB [redacted] has shown him [redacted] is a highly profession and very experienced and successful loan consultant, which if she operated at [redacted] described, would not be possible She promptly reacted every time that he made a request and was under the impression that he was satisfied until the day he submitted his complaint to the Revdex.comThat afternoon, [redacted] called her while she was meeting with clients in her office who were making their written loan applicationShe responded to his message, answering his question with a positive answer as soon as she was free, which was less than two hours of him leaving his messageIt was at that time when [redacted] texted Derrick B [redacted] that he was dissatisfied with their services and he wanted no further contact.Both Derrick B [redacted] and [redacted] offered competent, professional service to [redacted] ***I can see no basis for his complaint whatsoeverWe wish him the best in his home search.Please let me know if there is any further action required from you in close this complaint

Revdex.com: I have reviewed the offer and/or 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 below This complaint is not misdirected, I'm listing down all the key reasons for directing this complaint to MrDavid G and his team are below: - A week before closing, I reported to Kay G [redacted] akaKay (agent) about the missing prorated rent in the contract and also in the closing settlement draft (HUD)I mentioned it to her to correct it and update the contract and the exact response I got from her is - 'It's not a big deal, this property is being currently managed by Long and Foster property management so once the closing is done, L&F property management will settle the prorated rent balance, security deposit along with the tenant-owner responsibilities' (Incident #01, misdirected me completely)Based on her direction I scheduled appointment with L&F property management right next day after closing and they realized the entire June month's rent has paid to previous owner on 5th of June so they tried reaching out to previous owner to recover the funds and they took nearly 2-weeks to follow up and advised me to reach out to the agent (Since she was the one who said initially that this item can be settled after closing) - I contacted Kay (agent) in an email explaining the situation, she replied back saying now that the closing has done you may contact directly the SELLER to recover the prorated rentShe sent an email with SELLER contact information and advised me to contact her directly (Incident #02, misdirected me again)Kay has misdirected me again, I realized after contacting SELLER that I'm not supposed to contact her directlyBeing a real estate agent I expect her to be knowledgeable on how to handle each of the moving parts in the transactionShe misdirected in many ways which lead me to this situation - As a last step, I contacted my attorney (CHAPLIN & QURESHI), they reached out to seller's attorney (SHAHEEN LAW) and after months of regular follow-up's their response states that their client (SELLER) is legally not bind to pay the prorated rent as it is not written in the contractThey may be completely right here, all this has happened due to lack of proper knowledge and carelessness that Kay has exhibited in this transactionKay has made it sound simple to me by just saying you can settle with L&F property management after closing (Which is totally wrong and she has misdirected me, another blunder she did was asking me to contact the SELLER directly to settle it as this was something we discussed before closing) One last comment, throughout the transaction she was very reluctant and constantly commenting that I don't make much on this transaction and I don't want to spend much time on itShe missed on multiple items, delayed sending me the HOA details, no objection letter which is required by my lender; As a result of these delay I did not get mortgage approved, I had to borrow funds from many of my friends and colleagues to make it to closingShe did not ordered the pest control report until the day of closing, upon multiple requests she ordered one on the day of closingBased on all these incidents, it is inevitable that I had to direct this complaint to DavidUnfortunately in this case, the agent (Kay G [redacted] ) is spouse of MrDavid and I'm not sure whether he will be able to review this is any other caseI have learned about their relationship only after contacting Revdex.com I hope this information is sufficient to say that the mistake has happened due to agent's lack of knowledge and misdirection in the first place Regards, [redacted] ***

I recehred your letter concerning a complaint received from [redacted] regarding the water supply for her newly purchased residence at [redacted] *** It is important to note that the listing agent was Deanna D***, who is affiliated Long & Foster Real Estate, Incand was not the agent for the [redacted] I have since learned the pest inspection, well and septic tests were ordered for the property prior to settlement per the terms of the contractThe seller added a gallon of bleach to the well prior to testing, as standard protocol as advised by the inspectorAll tests passed and they proceeded to closing as scheduled, with the exception of a delay due to the fault of the Copefand's loan not being readyA couple of days after settlement, Ms [redacted] called the listing agent directly, rather than contacting her agent in the transactionShe was upset that the water still smelled of bleach and demanded that [redacted] do something about itMsD [redacted] advised Ms [redacted] to contact her real estate agent, and that she would discuss with her agent a possible solution, but did not feel she should speak with Ms [redacted] directly since she represented the seller m the transactionMs [redacted] called her an explitive and hung up on her.MsD [redacted] never received a phone call from Ms [redacted] 's agent after that callPrior to that phone call, MsD [redacted] did speak with the buyer's agent who said that she was dealing with the situationUpon information and belief, the [redacted] did retain another company go to the property to test the water and was given the same information that the original inspector had given her; namely, that she was to tun the water until the smell was gone and that the water test showed no problemsBased on that report, which was forwarded to MsD***, it does not appear that any further action is required to resohre :tvfs [redacted] 's complaintPlease let me know if there is any further action required from you to close this complaint

Complaint: [redacted] I am rejecting this response because: Item 3: "An apology for the unprofessional behavior exhibited by my previous property manager." was not addressed in the letter from 09/25/A copy of the email I can be supplied, if desired.Item 4: This is more of a clarification because the company's response makes my original request sound unreasonableAs I requested on multiple occasions from Long and Foster, I desired either a *detailed [redacted] invoice showing that our dishwasher was repaired, the part number and cost of the handle that Long and Foster claimed they replaced (which I was never charged for), or a refund of the $that was charged to my account but was never documented appropriately I would have never questioned this charge if there had been *any [redacted] proof that a repair was performed With respect to the management fee, I paid for management services (per our contract requirements) through the middle of August The remaining ~$that was refunded was mistakenly overpaid.I do not wish for any further response to this complaint; however, I did want to clarify the points that [redacted] made in his response as I have received an incredibly poor level of serviceThe company only took action on this complaint after I sent a certified letter to their office which they received on 09/05/ Regards, [redacted]

I am deeply sorry that my clients are not happyIt has always been my goal for years, to have happy, satisfied, professionally represented clients and advise them in the sale of their home so that they may realize settlementI represented this client as a sellerFor review are signed ratified contract, meaning agreed and signed completely by both sellers and buyers, and the home inspection addendum, signed and agreed to by both buyers and sellersI have also included texts and emails pertaining to these events and home inspection report pertaining to water problemAddressing the complaint of the additional work: After home inspection report was viewed, included, and home inspection addendum was agreed to and signed by both my sellers and buyers, one of the items being the water intrusion in the basement "Assess the basement water leak an m of estimate) and also what was causing the water in the basement problem) Again, this was an "estimate"On May 1, 2015, [redacted] owner called me to tell me that he could not fix the water problem without fixing the sinking front porchHe indicated it was about 4" lower, and that just shoving the gutters back up would not work as he could not level them, and the porch was pulling away from the houseI immediately called my broker to ask her what needed to be done, and she indicated that this was now a structural problem that had to 0e disclosed to the buyer, unless remediated before walkthru and settlementIf this was not disclosed or fixed and problems continued, buyers could sue sellers and othersI then phoned my client to relay this and also to ask him to call [redacted] to have this problem explained [redacted] had called him also, and then my client personally went out to the property under contract to have the problem explained and why it needed to be fixedI was not a party to this and they agreed upon an amount, per the included statement from [redacted] On May at 7:pm a " bill" from [redacted] was sent to me indicating the new amount for the porch work done to remediate the water problem in the basementThis amount was $2,Included is the Statement from [redacted] as to the detailed work neces·sary to remediate thisAlso included Is the bill from [redacted] [redacted] for the two windows ordered and labor to take out to company for correct measurements and to put new windows In when they arrivedI did not see this email until May 13, Since I am required to send all receipts per the ratified home inspection addendum to buyers, and the sellers agreed to pay [redacted] on the HUDl from proceeds, I sent this on to EKKO Title where settlement was to occur for the sellers, and they were working with [redacted] , who represented the buyersOn May 14,2012, my clients came into EKKO Title early, as settlement was set for 5/19/per ratified contract but cl ient wanted a different date due to work obligations, and the clients disputed the "bill" amount that was on the hudl of $2,I handed them the bill and the attorney in charge, [redacted] , statement included, talked with them about a new amount that they agreed uponThis amount was $2,I was told to call *** [redacted] and obtain a new bill so that it could be put on the hudlHudl is included and signed by my clientsI called and [redacted] emailed a new bill immediately to EKKO TitleMy clients signed their part of the settlement papersThe buyers signed on May 19, at [redacted] , AttorneyI also emailed the revised "bill" from the settlement table to my clients on 5/18/15, although this was provided in their settlement papers at the table on 5/14/by the title companyThis was also before the settlement date Of 5/19/I felt if I had not advised my clients of this structural defect, they would have been at risk of legal action from the buyersI actually am required to advise my clients of thisAttomey also agreedEven though the porch was notspecifically found by the home Inspector, not experts, the sellers agreed to fix the water problem in basement with whatever necessary and the sinking porch was the problemAs my client indicated, he wanted me to have buyers pay for this, emails included, but this was not possible because it was part of the home inspection addendumI only did what was the legal and right action, with their best interests in mind, even beyond the settlement tableAs to the propane fuel, please refer to Paragraph of the ratified contract explaining proratlons and addressing fuel oil and propaneThis is fncluded alsoThey become the property of the buyer at settlement, without adjustments to the sellerAgain, this was not inserted in my writing, and it is standard current contract and was signed and agreed to by my clientsContracts have changed over the years, however this is a current legally binding contract and it was pointed out at the settlement table by EKKO Title attorneyAgain, I take very seriously my job as the realtor representing my clients, even beyond the settlement table, and only strive to always take the right actionsI hope that they understand that I take these legal responsibilities seriously and only try t.o represent them in a professional and caring mannerWarm regards, [redacted] *** Top Producer E-Pro Certified Relocation specialist Long and Foster Realtors On May 1, [redacted] contacted me regarding issues [redacted] had regarding the contract on the sale of his home at [redacted] When a contractor was hired to do the work that had been requested by the purchaser as a result of the home inspection, one of the items was to correct the \Vater problem in the basementWhen [redacted] , the contractor ( [redacted] ) looked into the cause of the water, he discovered the front porch had sunk ", making it impossible to level the gutters without first fixing the porchAt the time of my conversation with [redacted] , I explained that if the seller did not agree to fix the porch, the buyer could void the contract and the seller would be left with the obligation to disclose this material defect to future purchasers~.fr [redacted] wanted the buyer to pay for this repair but he had the contractual obligation to pay for thisAnother issue which continued to be a problem was Mr***'s refusal to settle unless the buyer released the results of the appraisal to himThe appraisal is owned by the buyer-they paid for it and there is no provision in law or the contract to force the buyer to release the appraisal to a sellerThe final issue was the propane in the tankMr [redacted] wanted to be reimbursed for the remaining propane in the tankHowever, the regional sales contract used by most real estate companies in our area addresses fuel oil and propane, indicating that any fuels remaining in tanks at settlement become the property of the purchaser, without reimbursement to the sellerAt one point, Mr [redacted] communicated with me by email and I explained the ownership of an appraisal report and the propane reimbursement and pointed out the paragraph in the contract that addressed how remaining fuels in tanks are handledIt is unfortunate the ***s were unhappy about certain things in the sale of their house, but they were not asked to do an;thing that they were not contractually obligated to be responsible for [redacted] [redacted] Long & F ost.er Real Estate, Inc

Revdex.com: I have reviewed the offer and/or 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 below [Provide details of why you are not satisfied with this resolution.] Regards, Whom it may concern: Thank you for your attention and response to the issues that I have expressedWhile I appreciate you providing the “facts” as explained to you by your staff (Susan C [redacted] and her administrative support) at Long and Foster, there are discrepancies within that will both explain and support my claim On 10/07/and 11/13/15, I received emails from Judith S [redacted] a property manager at Long and FosterIn these emails Judith said that she would be closing out the account and to report to her any work that was done to the property, so that it could be reimbursed; later he said that these funds would be released back to the tenantsSince the outset of my contract and contact with Long and Foster, and MsC [redacted] and Ms S [redacted] more specifically, I urged them to contact me via phone call or letter mail exclusively; I do not check my email routinely or even semi-regularly Even so, during this time I did not receive letter or phone callI came to the office before my scheduled surgery and hospitalization in DecemberThis was the first time I had any contact with them since the house inspection or tenant vacancy, even though I had reached out over the phone, leaving messages and voicemails, and receiving no responseAt this time, MsC [redacted] apologized for not contacting me, and told me that Long and Foster had lost the keys to my residence so I was unable to enter the home On 3/1/I sent several (3) emails stating that upon inspection, there was notable damage to my wooden floors and some of my kitchen appliancesWhile it was not a work order, I did encourage MsC [redacted] to send someone out to assess and fix the damageIt was agreed upon in February (via phone) that both MsC [redacted] and MsS [redacted] would be contacting the wooden floor company to fix the damage to the floors and appliancesFrom that point forward, MsC [redacted] was either out of office or unavailable to negotiateShe thanked me for my patience toward the two of them and said that she would have someone at [redacted] over to do floor repairsI called her several times again, left message and voicemail, and even tried her via email, to no availI sent messages again in April and May, as well as calling her and left her with my contact information again That was my last time reaching out; it was from there that I contacted the Revdex.com Again, I would like to reach a point of agreement regarding these problem in the form of either a repair plan or a reimbursement for the aforementioned property damageThank you again for finally reaching out about the issueI look forward to its resolution soon

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 belowIf [redacted] runs an ethical business, he should have done at least any one of these; He should have had his terms on early release in the contractI sent multiple emails advocating for rental as we saw the chances of sale was very bleak, at least he should have provided any penalty or conditions in his repliesHe should have mentioned about any penalty or relisting contingency when he provided the consent to keep the listing until we find a Tenant Even after he demanded $or relisting demand after months, he should have provided a Date to respond or provide a 2nd remainder with the Dates by which he needs a response back before going to Attorney To get us signing the contract, [redacted] added an addendum for less commission if he sells the house in months ( [redacted] listing addendum for less commission for months.pdf) and standard 6% commission after that If he could add an addendum to entice ignorant customers like us to the contract why couldn't he add the same with penalty terms for early release especially when we asked about breaking the agreement at the time of signing Had he mentioned the contingencies or penalty before we pursued for rental we would have either waited till listing expiry or would have proceeded differently with him He didn't provide transparency in all our communications about what he needed if we go for rental and this shows his unethical business practice against the contract and rules We see [redacted] acts are against the Ethics & Standards of Conduct by not giving the customer clear material information , Bait-and-switch Technique and omitting material terms and conditions in the contract When I was seeking advice, I was told [redacted] is infamous for these type of unethical practices towards his customers Regards, [redacted]

I am deeply sorry that my clients are not happyIt has always been my goal for years, to have happy, satisfied, professionally represented clients and advise them in the sale of their home so that they may realize
"">settlementI represented this client as a sellerFor review are signed ratified contract, meaning agreed and signed completely by both sellers and buyers, and the home inspection addendum, signed and agreed to by both buyers and sellersI have also included texts and emails pertaining to these events and home inspection report pertaining to water problem. Addressing the complaint of the additional work: After home inspection report was viewed, included, and home inspection addendum was agreed to and signed by both my sellers and buyers, one of the items being the water intrusion in the basement "Assess the basement water leak an m of estimate) and also what was causing the water in the basement problem) Again, this was an "estimate". On May 1, 2015, [redacted] owner called me to tell me that he could not fix the water problem without fixing the sinking front porchHe indicated it was about 4" lower, and that just shoving the gutters back up would not work as he could not level them, and the porch was pulling away from the houseI immediately called my broker to ask her what needed to be done, and she indicated that this was now a structural problem that had to 0e disclosed to the buyer, unless remediated before walkthru and settlementIf this was not disclosed or fixed and problems continued, buyers could sue sellers and othersI then phoned my client to relay this and also to ask him to call [redacted] to have this problem explained[redacted] had called him also, and then my client personally went out to the property under contract to have the problem explained and why it needed to be fixedI was not a party to this and they agreed upon an amount, per the included statement from [redacted]. On May at 7:pm a " bill" from [redacted] was sent to me indicating the new amount for the porch work done to remediate the water problem in the basementThis amount was $2,Included is the Statement from [redacted] as to the detailed work neces·sary to remediate thisAlso included Is the bill from [redacted] for the two windows ordered and labor to take out to company for correct measurements and to put new windows In when they arrivedI did not see this email until May 13, Since I am required to send all receipts per the ratified home inspection addendum to buyers, and the sellers agreed to pay [redacted] on the HUDl from proceeds, I sent this on to EKKO Title where settlement was to occur for the sellers, and they were working with [redacted], who represented the buyers. On May 14,2012, my clients came into EKKO Title early, as settlement was set for 5/19/per ratified contract but cl ient wanted a different date due to work obligations, and the clients disputed the "bill" amount that was on the hudl of $2,I handed them the bill and the attorney in charge, [redacted], statement included, talked with them about a new amount that they agreed uponThis amount was $2,I was told to call [redacted] and obtain a new bill so that it could be put on the hudlHudl is included and signed by my clientsI called and [redacted] emailed a new bill immediately to EKKO TitleMy clients signed their part of the settlement papersThe buyers signed on May 19, at [redacted], AttorneyI also emailed the revised "bill" from the settlement table to my clients on 5/18/15, although this was provided in their settlement papers at the table on 5/14/by the title companyThis was also before the settlement date Of 5/19/15. I felt if I had not advised my clients of this structural defect, they would have been at risk of legal action from the buyersI actually am required to advise my clients of thisAttomey also agreedEven though the porch was notspecifically found by the home Inspector, not experts, the sellers agreed to fix the water problem in basement with whatever necessary and the sinking porch was the problemAs my client indicated, he wanted me to have buyers pay for this, emails included, but this was not possible because it was part of the home inspection addendumI only did what was the legal and right action, with their best interests in mind, even beyond the settlement table. As to the propane fuel, please refer to Paragraph of the ratified contract explaining proratlons and addressing fuel oil and propaneThis is fncluded alsoThey become the property of the buyer at settlement, without adjustments to the seller. Again, this was not inserted in my writing, and it is standard current contract and was signed and agreed to by my clientsContracts have changed over the years, however this is a current legally binding contract and it was pointed out at the settlement table by EKKO Title attorney. Again, I take very seriously my job as the realtor representing my clients, even beyond the settlement table, and only strive to always take the right actionsI hope that they understand that I take these legal responsibilities seriously and only try t.o represent them in a professional and caring manner. Warm regards, [redacted] Top Producer E-Pro Certified Relocation specialist Long and Foster Realtors On May 1, [redacted] contacted me regarding issues [redacted] had regarding the contract on the sale of his home at [redacted]. When a contractor was hired to do the work that had been requested by the purchaser as a result of the home inspection, one of the items was to correct the \Vater problem in the basementWhen [redacted], the contractor ([redacted]) looked into the cause of the water, he discovered the front porch had sunk ", making it impossible to level the gutters without first fixing the porch. At the time of my conversation with [redacted], I explained that if the seller did not agree to fix the porch, the buyer could void the contract and the seller would be left with the obligation to disclose this material defect to future purchasers~.fr[redacted] wanted the buyer to pay for this repair but he had the contractual obligation to pay for this. Another issue which continued to be a problem was Mr[redacted]'s refusal to settle unless the buyer released the results of the appraisal to himThe appraisal is owned by the buyer-they paid for it and there is no provision in law or the contract to force the buyer to release the appraisal to a seller. The final issue was the propane in the tankMr[redacted] wanted to be reimbursed for the remaining propane in the tankHowever, the regional sales contract used by most real estate companies in our area addresses fuel oil and propane, indicating that any fuels remaining in tanks at settlement become the property of the purchaser, without reimbursement to the seller. At one point, Mr[redacted] communicated with me by email and I explained the ownership of an appraisal report and the propane reimbursement and pointed out the paragraph in the contract that addressed how remaining fuels in tanks are handled. It is unfortunate the [redacted]s were unhappy about certain things in the sale of their house, but they were not asked to do an;thing that they were not contractually obligated to be responsible for. [redacted] Long & F ost.er Real Estate, Inc

The guest was called and the issue resloved to the satisfaction of this guest.

Revdex.com spoke with [redacted] from the business. She stated that the customer's moved out in the middle of the night and did not return the keys in person. They told the business they would mail the keys back tot hem as they moved to California. The customer did mail an envelope to the business with...

receipts but there were no keys inside or any indicate of keys being in the envelope or damage done at the time it was received by the business. At this time the property has been re keyed.

I am deeply sorry that my clients are not happy. It has always been my goal for 14 years, to have happy, satisfied, professionally represented clients and advise them in the sale of their home so that they may realize settlement. I represented this client as a seller. For review are signed...

ratified contract, meaning agreed and signed completely by both sellers and buyers, and the home inspection addendum, signed and agreed to by both buyers and sellers. I have also included texts and emails pertaining to these events and home inspection report pertaining to water problem. Addressing the complaint of the additional work: After home inspection report was viewed, included, and home inspection addendum was agreed to and signed by both my sellers and buyers, one of the items being the water intrusion in the basement "1. Assess the basement water leak an m of estimate) and also what was causing the water in the basement problem) Again, this was an "estimate". On May 1, 2015, [redacted] owner called me to tell me that he could not fix the water problem without fixing the sinking front porch. He indicated it was about 4" lower, and that just shoving the gutters back up would not work as he could not level them, and the porch was pulling away from the house. I immediately called my broker to ask her what needed to be done, and she indicated that this was now a structural problem that had to 0e disclosed to the buyer, unless remediated before walkthru and settlement. If this was not disclosed or fixed and problems continued, buyers could sue sellers and others. I then phoned my client to relay this and also to ask him to call [redacted] to have this problem explained. [redacted] had called him also, and then my client personally went out to the property under contract to have the problem explained and why it needed to be fixed. I was not a party to this and they agreed upon an amount, per the included statement from [redacted]. On May 12 at 7:25 pm a " bill" from [redacted] was sent to me indicating the new amount for the porch work done to remediate the water problem in the basement. This amount was $2,152.18. Included is the Statement from [redacted] as to the detailed work neces·sary to remediate this. Also included Is the bill from [redacted] [redacted] for the two windows ordered and labor to take out to company for correct measurements and to put new windows In when they arrived. I did not see this email until May 13, 2015. Since I am required to send all receipts per the ratified home inspection addendum to buyers, and the sellers agreed to pay [redacted] on the HUDl from proceeds, I sent this on to EKKO Title where settlement was to occur for the sellers, and they were working with [redacted], who represented the buyers. On May 14,2012, my clients came into EKKO Title early, as settlement was set for 5/19/15 per ratified contract but cl ient wanted a different date due to work obligations, and the clients disputed the "bill" amount that was on the hudl of $2,152.18. I handed them the bill and the attorney in charge, [redacted], statement included, talked with them about a new amount that they agreed upon. This amount was $2,137.18. I was told to call [redacted] [redacted] and obtain a new bill so that it could be put on the hudl. Hudl is included and signed by my clients. I called and [redacted] emailed a new bill immediately to EKKO Title. My clients signed their part of the settlement papers. The buyers signed on May 19, 2015 at [redacted], Attorney. I also emailed the revised "bill" from the settlement table to my clients on 5/18/15, although this was provided in their settlement papers at the table on 5/14/15 by the title company. This was also before the settlement date Of 5/19/15. I felt if I had not advised my clients of this structural defect, they would have been at risk of legal action from the buyers. I actually am required to advise my clients of this. Attomey also agreed. Even though the porch was notspecifically found by the home Inspector, not experts, the sellers agreed to fix the water problem in basement with whatever necessary and the sinking porch was the problem. As my client indicated, he wanted me to have buyers pay for this, emails included, but this was not possible because it was part of the home inspection addendum. I only did what was the legal and right action, with their best interests in mind, even beyond the settlement table. As to the propane fuel, please refer to Paragraph 26 of the ratified contract explaining proratlons and addressing fuel oil and propane. This is fncluded also. They become the property of the buyer at settlement, without adjustments to the seller. Again, this was not inserted in my writing, and it is standard current contract and was signed and agreed to by my clients. Contracts have changed over the years, however this is a current legally binding contract and it was pointed out at the settlement table by EKKO Title attorney. Again, I take very seriously my job as the realtor representing my clients, even beyond the settlement table, and only strive to always take the right actions. I hope that they understand that I take these legal responsibilities seriously and only try t.o represent them in a professional and caring manner. Warm regards, [redacted] Top Producer E-Pro Certified Relocation specialist Long and Foster Realtors On May 1, [redacted] contacted me regarding issues [redacted] had regarding the contract on the sale of his home at [redacted]. When a contractor was hired to do the work that had been requested by the purchaser as a result of the home inspection, one of the items was to correct the \Vater problem in the basement. When [redacted], the contractor ([redacted]) looked into the cause of the water, he discovered the front porch had sunk 4 ", making it impossible to level the gutters without first fixing the porch. At the time of my conversation with [redacted], I explained that if the seller did not agree to fix the porch, the buyer could void the contract and the seller would be left with the obligation to disclose this material defect to future purchasers. ~.fr. [redacted] wanted the buyer to pay for this repair but he had the contractual obligation to pay for this. Another issue which continued to be a problem was Mr. [redacted]'s refusal to settle unless the buyer released the results of the appraisal to him. The appraisal is owned by the buyer-they paid for it and there is no provision in law or the contract to force the buyer to release the appraisal to a seller. The final issue was the propane in the tank. Mr. [redacted] wanted to be reimbursed for the remaining propane in the tank. However, the regional sales contract used by most real estate companies in our area addresses fuel oil and propane, indicating that any fuels remaining in tanks at settlement become the property of the purchaser, without reimbursement to the seller. At one point, Mr. [redacted] communicated with me by email and I explained the ownership of an appraisal report and the propane reimbursement and pointed out the paragraph in the contract that addressed how remaining fuels in tanks are handled. It is unfortunate the [redacted]s were unhappy about certain things in the sale of their house, but they were not asked to do an;thing that they were not contractually obligated to be responsible for. [redacted] [redacted] Long & F ost.er Real Estate, Inc.

This issue is far deeper than just keys. We did not move out in the middle of the night. We moved out at 5 o'clock in the morning. We did so because we had a 30 plus hour drive ahead of us. We mailed the keys as a last resort due to the fact they would not return phone callS or emails to provide us with any help or guidance. I have since spoken with [redacted], the regional authority on the matter. We would like to keep things civil, however [redacted] needs to ensure she gets her facts straight about the event as to avoid any other confusion. She has in the past given us bad information then changed her mind with negative consequences to us without any remorse on her part.

Review: My wife tried calling [redacted] to ask her what we should do with the keys for the house since we were leaving so early in the morning for our journey to California. [redacted] responded a month later about the deposit. My wife called [redacted] to talk with her about the keys, [redacted] claimed that the keys were not in the envelope when my wife taped the keys to the paper in the envelope and taped the envelope shut. [redacted] then proceeded to yell, mock,and laugh at my wife on the phone. My wife has tried to contact their boss [redacted], but he never answers the phone either or return calls. The customer service with this company is non- existent. We have had nothing but awful encounters with Long and Foster. They just don't care.Desired Settlement: I would appreciate an apology from [redacted]

Business

Response:

Revdex.com spoke with [redacted] from the business. She stated that the customer's moved out in the middle of the night and did not return the keys in person. They told the business they would mail the keys back tot hem as they moved to California. The customer did mail an envelope to the business with receipts but there were no keys inside or any indicate of keys being in the envelope or damage done at the time it was received by the business. At this time the property has been re keyed.

Consumer

Response:

This issue is far deeper than just keys. We did not move out in the middle of the night. We moved out at 5 o'clock in the morning. We did so because we had a 30 plus hour drive ahead of us. We mailed the keys as a last resort due to the fact they would not return phone callS or emails to provide us with any help or guidance. I have since spoken with [redacted], the regional authority on the matter. We would like to keep things civil, however [redacted] needs to ensure she gets her facts straight about the event as to avoid any other confusion. She has in the past given us bad information then changed her mind with negative consequences to us without any remorse on her part.

Review: 1. L&F/Agent misrepresented our best interest in the sale of our home. After the home inspection, The agent recommended "her handyman" for the repairs. We met with him, received a proposal ($872.00) & hired him. While working at our home, he called Agent? (not me who hired him) & reported to her additional work that he believed was needed. Work that was not listed on the home inspection report. I received a call from the Agent insisting I must make the added repairs, if I didn't, the deal will most likely fall through due to"full disclosure". Feeling pressured we took her advice. I met with the handy man & we agreed on a final price of $2,000.00 inclusive of the added item he reported to Agent. At settlement we found the Agents' handyman over charged us $449.36 on HUD form. I said we agreed on $2,000.00 total for all work. Agent produced an invoice which we noticed we were charged twice for window repairs & his hourly rate went up $10.00 hr from that of his original proposal? When we produced the original bid to compare we showed Agent where the over charges were. She would not give us a copy of the inflated invoice and immediately called her handyman explaining the issue. He produced another invoice to "cover" his original bid. We have a copy of this invoice & the hourly rate still incorrect & HUD required to be revised a 2nd time. I find the relationship between Agent & Handyman unethical & somewhat suspect. She recommends him, he finds additional work not required by the home inspection. Agent receives his invoicing, not the owner who hires him & the invoicing is inflated, hourly rates increased, etc. on HUD form at closing? Odd that the customer paying does not find out about the repair cost until settlement. 2. After consulting with Agent on more than one occasion that the propane was NOT to convey, she failed to include this in the ratified contract. When we questioned her at settlement, her only answer was, "I don't remember, sorry"? We lost approx $1,100Desired Settlement: Desired settlement would be for Long & Foster/their Agent to reimbursement us for the propane cost she failed to put in the contract after we requested her NOT to convey the propane on more than one occasion. Cost is approx $1,100.00. Will need to get final reading. We would like to be reimbursed 50% of the $1,200.00 of additional work created by Agent's handyman who sought out additional work while making the repairs from the home inspection report. I asked the Agent to submit this cost to the buyer as well and she refused to. I now understand from other Long & Foster realtor's / agents this should not have happened and we were wronged. Finally, we would like a letter of apology for the misrepresentation Long & Foster provided during sale process. Sale goals promised by the agent were missed with ZERO regard to Long & Foster's clients. The agent was clearly more interested in the buyer and her fee than that of whom she "represented".

Business

Response:

I am deeply sorry that my clients are not happy. It has always been my goal for 14 years, to have happy, satisfied, professionally represented clients and advise them in the sale of their home so that they may realize settlement. I represented this client as a seller. For review are signed ratified contract, meaning agreed and signed completely by both sellers and buyers, and the home inspection addendum, signed and agreed to by both buyers and sellers. I have also included texts and emails pertaining to these events and home inspection report pertaining to water problem. Addressing the complaint of the additional work: After home inspection report was viewed, included, and home inspection addendum was agreed to and signed by both my sellers and buyers, one of the items being the water intrusion in the basement "1. Assess the basement water leak an m of estimate) and also what was causing the water in the basement problem) Again, this was an "estimate". On May 1, 2015, [redacted] owner called me to tell me that he could not fix the water problem without fixing the sinking front porch. He indicated it was about 4" lower, and that just shoving the gutters back up would not work as he could not level them, and the porch was pulling away from the house. I immediately called my broker to ask her what needed to be done, and she indicated that this was now a structural problem that had to 0e disclosed to the buyer, unless remediated before walkthru and settlement. If this was not disclosed or fixed and problems continued, buyers could sue sellers and others. I then phoned my client to relay this and also to ask him to call [redacted] to have this problem explained. [redacted] had called him also, and then my client personally went out to the property under contract to have the problem explained and why it needed to be fixed. I was not a party to this and they agreed upon an amount, per the included statement from [redacted]. On May 12 at 7:25 pm a " bill" from [redacted] was sent to me indicating the new amount for the porch work done to remediate the water problem in the basement. This amount was $2,152.18. Included is the Statement from [redacted] as to the detailed work neces·sary to remediate this. Also included Is the bill from [redacted] for the two windows ordered and labor to take out to company for correct measurements and to put new windows In when they arrived. I did not see this email until May 13, 2015. Since I am required to send all receipts per the ratified home inspection addendum to buyers, and the sellers agreed to pay [redacted] on the HUDl from proceeds, I sent this on to EKKO Title where settlement was to occur for the sellers, and they were working with [redacted], who represented the buyers. On May 14,2012, my clients came into EKKO Title early, as settlement was set for 5/19/15 per ratified contract but cl ient wanted a different date due to work obligations, and the clients disputed the "bill" amount that was on the hudl of $2,152.18. I handed them the bill and the attorney in charge, [redacted], statement included, talked with them about a new amount that they agreed upon. This amount was $2,137.18. I was told to call [redacted] and obtain a new bill so that it could be put on the hudl. Hudl is included and signed by my clients. I called and [redacted] emailed a new bill immediately to EKKO Title. My clients signed their part of the settlement papers. The buyers signed on May 19, 2015 at [redacted], Attorney. I also emailed the revised "bill" from the settlement table to my clients on 5/18/15, although this was provided in their settlement papers at the table on 5/14/15 by the title company. This was also before the settlement date Of 5/19/15. I felt if I had not advised my clients of this structural defect, they would have been at risk of legal action from the buyers. I actually am required to advise my clients of this. Attomey also agreed. Even though the porch was notspecifically found by the home Inspector, not experts, the sellers agreed to fix the water problem in basement with whatever necessary and the sinking porch was the problem. As my client indicated, he wanted me to have buyers pay for this, emails included, but this was not possible because it was part of the home inspection addendum. I only did what was the legal and right action, with their best interests in mind, even beyond the settlement table. As to the propane fuel, please refer to Paragraph 26 of the ratified contract explaining proratlons and addressing fuel oil and propane. This is fncluded also. They become the property of the buyer at settlement, without adjustments to the seller. Again, this was not inserted in my writing, and it is standard current contract and was signed and agreed to by my clients. Contracts have changed over the years, however this is a current legally binding contract and it was pointed out at the settlement table by EKKO Title attorney. Again, I take very seriously my job as the realtor representing my clients, even beyond the settlement table, and only strive to always take the right actions. I hope that they understand that I take these legal responsibilities seriously and only try t.o represent them in a professional and caring manner. Warm regards, [redacted] Top Producer E-Pro Certified Relocation specialist Long and Foster Realtors On May 1, [redacted] contacted me regarding issues [redacted] had regarding the contract on the sale of his home at [redacted]. When a contractor was hired to do the work that had been requested by the purchaser as a result of the home inspection, one of the items was to correct the \Vater problem in the basement. When [redacted], the contractor ([redacted]) looked into the cause of the water, he discovered the front porch had sunk 4 ", making it impossible to level the gutters without first fixing the porch. At the time of my conversation with [redacted], I explained that if the seller did not agree to fix the porch, the buyer could void the contract and the seller would be left with the obligation to disclose this material defect to future purchasers. ~.fr. [redacted] wanted the buyer to pay for this repair but he had the contractual obligation to pay for this. Another issue which continued to be a problem was Mr. [redacted]'s refusal to settle unless the buyer released the results of the appraisal to him. The appraisal is owned by the buyer-they paid for it and there is no provision in law or the contract to force the buyer to release the appraisal to a seller. The final issue was the propane in the tank. Mr. [redacted] wanted to be reimbursed for the remaining propane in the tank. However, the regional sales contract used by most real estate companies in our area addresses fuel oil and propane, indicating that any fuels remaining in tanks at settlement become the property of the purchaser, without reimbursement to the seller. At one point, Mr. [redacted] communicated with me by email and I explained the ownership of an appraisal report and the propane reimbursement and pointed out the paragraph in the contract that addressed how remaining fuels in tanks are handled. It is unfortunate the [redacted]s were unhappy about certain things in the sale of their house, but they were not asked to do an;thing that they were not contractually obligated to be responsible for. [redacted] Long & F ost.er Real Estate, Inc.

Absolutely awful to work with! There are so many other options out there, do yourself a favor & keep looking! We have experience with 2 of their agents, one of which is the "head" of this office. Totally unprofessional & untrustworthy. Unfortunately, we were buying a house from one of their clients, so we didn't have a choice in the matter. I was actually excited with the branch manager stepped in because I thought he had to be better than the agent we were dealing with. Unfortunately, not! I'm not sure which one is worse, but I can tell you that they both lie (probably more than they tell the truth!), and create an obscene amount of tension in transactions. Our contract was not fulfilled & we made the mistake of trusting them - obviously that never happened. My recommendation is to stay far, far away if you can!