Market Leader, Inc

Our customer signed a legally binding month contract extension on 02/09/when she added more LeadsDirect leads to her Market Leader subscriptionIn exchange for this month contract extension, we matched the guaranteed number of new leads for monthsIn other words, we provided free
leads per month to her at a total value of $in exchange for the month contract extension she agreed toThe month contract extension was clearly stated on the agreement that our customer signedWe have fully investigated this complaint, and have found no evidence that our customer was told they could cancel the contract at any timeWe cannot cancel the month contract early, but we spoke to our customer today and agreed to reduce her lead subscription for the last month of her contract as a courtesyWe are also going to reach out to our customer in August to assist in making any desired account changes for the end of the contract term, which is 08/31/We do apologize to our customer for the misunderstanding at the point of sale

I was told through my rep (***) at Market Leader I would be receiving QUALIFIED leads through their lead generatorI have had better than leads of which none were qualifiedWhen I called customer service to voice my concern and to let them know I'd like to cancel my contract, I was told by Maria that there was absolutely no way to cancel my contract without running out the 1-year termAfter explaining that I have taken part in the trainings offered by Market Leader, submitting the bogus leads that were allowed to be charged to my account, and other dissatisfactions with their processes, she lowered my contract to 6-monthsI reminded her that I was a fresh agent and didn't have the capital to be able to put toward Market Leader's lack of quality leads that I had been promised by my original repWhen I attempted to reach out to my original rep, it was met by radio silenceI again asked Maria what I needed to do to cancel the contract with Market Leader and was once again to

I was contacted by a Market Leader (ML) sales representative who presented information on a subscription to ML services to help promote my real estate businessI was told that my website would be marketed in certain venues to drive traffic to my websiteMy domain name had to be changed to one suggested by the sales repI was told that ML would also sale me leads in order to increase my salesAt no time did he advise that ML would maintain control of my website, filter out the leads as they accessed my website and sell them back to me at additional costI would never have agreed to this arrangement and I would like this subscription cancelledI made inquiries to ML regarding my subscriptionHowever, I have been unable to get any answers from ML support
Why am I paying for advertisement, and also for any individual that "organically" happens to come to my website that has not been qualified by your companyWould this be considered "double dipping," with respect to costs? I

I was contacted in March from a rep regarding lead generation toolsI was told I could sign up then and be billed with my standard bill cycle, April I asked very specific questions on how the leads were generated and how they were dispersedI did this about years ago or so and it was a dud and a total waste of moneyThis time I was when I questioned why I hadn't received any leads and it is a month laterAll I got was lip service from the reps and condesending attitudeI asked to be removed from the month contract on the bases of non performance from Market LeaderI have been passed between caller center reps, managers and who knows who elseThe one lead I received after I complained is made up and fakeAfter pulling title information it was evident it was fakeI love my market leader account and being able to maintain my client infoI wish the lead generation was on the up and up but it is clearly fraudThey promised what they could not produceI called multiple tim

I have been communicating to cancel this service, as far back as January I have called, I have emailed, I have answered their email, to confirm cancellation, and yet, they keep on trying to bill a credit card, that is not active anymoreThey keep sending me overdue, notices They refuse to cancel the membershipThey refuse to let me speak with a supervisor, they refuse to take my phone call cancelling the membership, telling me I have to write to them They have been blatantly ignoring my request Than a couple of months back, they sent an email to confirm cancellation, which I than responded to and yet, we are still at it I am paying with my credit card, when the person, whose credit card that is, calls to cancel, that should be itI should not have to write, confirm, email or whatever other stunts they pull, not to cancel It is ridiculous, that a legal business, with a business license from the state, acts like thisIt was a simple discussion, upon my first call back in

I have not received lead from Market Leader since early August, I let them know to cancel the contract, and they never called me back, I emailed the rep, he never tried to resolve this for me I tried to cancel the contract for the remainder of months, they continued billing my credit card, I called my credit card co, they said I need to send all emails, I did that, told them I'm paying for No Services and cancel itThey still got paid the months, while I wasn't getting Any leadsMy Credit card company isn't helping me by ignoring my requestNFL credit card company isn't doing their job of protecting me Market Leader had been paid for doing Absolutely Nothing I want my $returned to me Please help me, my credit card co isn't helping at all Thank you

Dear Revdex.com, We apologize for the delay in response to this complaintWe have investigated this complaint as follows:Our customer entered into a month agreement with us on 05/20/to purchase a Leads Direct lead subscription at $per monthThis put our customer under contract through
11/30/During the month term, she was guaranteed to receive leads from our advertisingWe delivered a total of leadsIn September we spoke with our customer multiple times by phone and emailShe requested to cancel immediately and receive a refund of her September charges because she emailed us in August requesting to cancelWe explained that she was in a month agreement and offered to assist her with cancelling the subscription at the end of the contract termShe agreed that there was a month contract, but disagreed that she would need to complete it based on her recollection of a verbal conversation with her sale representative from MayAlthough we were unable to speak with the sales representative about this particular case due to his extended medical leave, we offered to assist the customer with the issue further if she could provide anything in writing from the sales representative stating that she could cancel the contract earlyShe was unable to provide any documentation supporting her claimWe also offered to provide training for the lead subscription she was purchasing, which she declined.We didn't hear from our customer again until we assisted her with cancelling the subscription in November, as promisedDuring the months of September, October, and November, we delivered the leads per the original agreementOur customer continued paying for the subscription, received the leads that we sent, and actively worked with the leads that we sent to herWe apologize to our customer for any misunderstanding or confusionAs well, it is our policy that we cannot share personal information about an employee's medical leave of absence, nor can we ask them to speak with a customer during the period for which they are unable to work. Regards,Matt P***Market Leader

During the sales calls Market leader promises you a certain number of leads per monthA valid lead contains a full name, email address, and phone numberAlthough one of the original salesman did not guarantee a phone number, he did indicate at least 30% of the leads would include a numberAfter signing up for month contract and using the service for months, I realized only contacts out of the contact had a phone number ( both phone numbers where false), I was also given two fake contacts (one by the name *** *** and the other by the name DO NOT CONTACT)When I tried to call and cancel I was given the run around and no resolution was givenFinally I spoke to one of the support members who said "you are bound to our contract, all we can do it refund you the two fake contacts." Unable to cancel the contract, I asked how I can get the leads refunded, he responded by giving my the email address to their support team and telling me to include the fake leads in the email

Complaint: ***I am rejecting this response because: *** has Market Leader for all its AgentsThe issue is NOT the use of Market Leader, the basic package which everyone has but the PRO edition that costs $a monthMarket Leader was told by my Office, to have the PRO to STOP the PRO bundle and they just proceeded to get my information and charge me direct on my American Express card that they had on file(To clarify the local KW Office was paying the charge in a BundleI was not being billed directly.) When I discovered this I called and was told I got an emailWell, I did not get an emailBecause I did not respond they took it upon themselves to continue charging meI have logged in but under the base edition which all KW agents have.
I am not the only one who has had this problemThey should resolve the issue in a way that is fairThey stated that because I did not view the email makes me approve their chargesI find this unfair and not proper business practicesWhen I called they pretty much stated that it was my fault for NOT responding to an email and took that as an OK to draft my American ExpressAmerican Express agrees with me and is taking necessary action
I have copies of the charges and the request to stop the PRO bundle from my OfficeHowever market leader has that as they responded by switching over to charging me directly
Sincerely,*** ***

I explained to sales rep that I was skeptical about signing up for something that would bind me to a contract without testing it to see if it is a right fitI told this guy that as a new agent some much have been thrown at me to buy this, buy thatI wanted to make certain that I was paying for something viableI explained my fears to the sales guy , he told me that I could try it for this month (December) and would start getting billed in January if I decided to continueI figured fair enoughHere it is weeks later and I called today to cancel because the leads that I am receiving do not have a phone number nor an emailI attempted to contact the gentleman via email and his demeanor was different as he was short with meI can no longer speak to himI also searched for how to cancel this nightmare before I started getting billedI received a big slap in the face!!! A guy today proceeded to tell me that two weeks is not enough time to make an accurate assumption on whether t

Complaint: ***
I am rejecting Market Leader’s (ML) response because it is in many respects, and also on the basis that a contract created through “fraud” is not enforceableML claims that they are advertising my website to the public; yet, I have not seen any evidence of any such advertisementI have never received a copy of any advertisement they sent out regarding my websiteMoreover, a representative of ML advised that their records indicated that people accessed my website during the month of August If ML is advertising my website as they claim, and if this figure is accurate, then it stands to reason that ML extracted of those individuals who accessed my website and is attempting to sell them back to me at a cost, claiming that they are “leads.” I have paid ML to advertise my website in order to attract potential clients but when I agreed to subscribe to their services, I was not advised that the “leads” they were going to sell me were actually people that had already accessed my website through advertisement I had already paid forI had a conversation with a ML subscriber on facebook who is just as disappointed in ML’s claims and ethics as I amI am attaching a redacted copy of some of that conversationThis thread was deleted by one of ML’s representatives before we could finish the conversation, which leads me to believe that ML does not want their subscribers comparing notesI have had similar conversations between me and other Realtors that are saying pretty much the same thingOf specific interest is the comment of one of the parties to this conversationIt appears that her account representative did attempt to answer the question: “Is ML selling contacts captured by them from my website, back to me as leads?” His response was as follows: “No, the leads we generate come from a very specific source and won’t be confused with your other marketing.” (Emphasis Added) I am doing quite a bit of advertising with other companiesHowever, I believe that this “very specific source” that ML is referring to is the contacts accessing my website due to some advertisement that I am paying forI further believe that ML is capturing those “leads” through a filtering process and attempting to sell them back to meThis process is called “double dipping.” At worse it is an illegal scam; at best it is an unethical scamI am not asking for the money back that I have already paid themI am asking that ML cancel my subscription forthwith
Sincerely,
*** ***

Dear Revdex.com,We are sorry to hear that our customer is not satisfied with our service. Our customer entered into a legally binding 6 month agreement with us on 04/25/17 for a website, contact management system, and an average monthly volume of 10 [redacted] leads. All of the leads that our customer has...

received from us are real people who chose to register on her website after clicking on one of the advertisements that we placed for our customer online. We offer an enormous amount of training opportunities for our customers to learn how to effectively work with and convert these leads, including, but not limited to; live & recorded webinars, video tutorials, and step-by-step training tutorials. Unfortunately, we cannot guarantee conversions or sales, especially since our customer’s success is directly correlated with what they choose to do with the lead and how they follow up with them after they receive it from us. We do not “scrub” the leads before they reach our customer, nor do we guarantee “qualified” leads. We do have a Lead Return Policy, which states that a customer can return an invalid lead within 48 hours if the lead has an obviously fictitious name or an invalid email address.  We have provided our customer with this policy, but we have yet to receive a valid lead return request from her. We have fully researched this issue and have not found any evidence of misrepresentation that contradicts the signed agreement between our customer and Market Leader, although we do apologize to our customer if there was any misunderstanding. We cannot provide a refund since services are being provided per the contract that both parties agreed to. October is the last month of our customer’s 6 month agreement. We have a reminder setup in our system to reach out to our customer in October to send the Cancellation paperwork for them to complete. Regards,[redacted]Market Leader

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]

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]

Dear Revdex.com,Our customer signed up for an InTouch Pro subscription with us that automatically bills annually on March 1st. We notified our customer of his upcoming renewal in advance of his 03/01/17 billing cycle. Our customer did not reach out to us prior to his annual subscription billing date to...

cancel, so he was charged $185.94 on 03/01/17. We received a Credit Card Dispute from our customer's banking institution on 03/16/17. The dispute was closed in Market leader's favor on 04/04/17. Our customer called us on 05/15/17. This was his first time reaching out to us directly regarding his cancellation or refund request. On 05/16/17, we spoke with our customer, assisted him with cancelling the subscription immediately, and submitted a refund of $185.94 to him as an exception to our normal cancellation policy. We apologize to our customer for any confusion regarding his account cancellation. Regards,Matt P[redacted]Market Leader

Complaint: [redacted]I am rejecting this response because: The company used a bait and switch sales tactic to coheres me into signing a contract. I was promised an exact number of quality leads (7) per month. As stated in the attached letter the company admits they only delivered 1/2 of what they promised. In the attached letter to me they said they are refunding $222.86 and credit will be applied as a refund to the payment method on file. However to this day that has not been done. They said an employee had contacted me several times or tried? I have no missed or calls taken from this company on my phone records. This complaint should stand in the file so others will not be taken advantage of in the future by this company.Sincerely,[redacted]

We apologize if our customer felt that we were dishonest during the conversation where she purchased our Market Leader Professional product.We were able to locate the recorded call that Ms. [redacted] mentions.  I have attached this recording for reference.  She called into our Customer Care...

team on 6/25/15.  Ms. [redacted] was formerly on a Business Suite product with her office, but the office chose to cancel it the month previous.  She wanted to have her own personal account, so our Customer Service Representative, Ashley H[redacted], helped her through this process.During this phone call, the Customer Service Representative states that the customer will be entering into a 6-month contract.  There was no mention of a month-to-month contract or questions regarding cancelation terms.  There was also no discussion of a promotion or discount of any kind.  Lastly, the Customer Service Representative states that she will be emailing Ms. [redacted] a quote that she will need to review and accept the terms.  The transaction was not completed over the phone, but instead Ms. [redacted] accepted the quote that same day by typing in her billing information and digitally signing her name that she accepts all terms and conditions.  I have also attached a copy of this contract for reference (Please note that this file is normally in HTML format, but the Revdex.com does not accept attachments in this format so it has been re-saved as a PDF).By entering into a 6-month agreement, Ms. [redacted] normally would not be able to cancel her agreement with Market Leader until 12/31/15.  When Ms. [redacted] called in to the Account Management Team on 9/28/15 to cancel her agreement, the Representative, Stephanie R[redacted], chose to make an exception and not hold Ms. [redacted] to her 6-month term.  She also made the exception to not enforce our cancelation policy as stated in 10.3 of the Agreement where the customer must request a cancelation prior to the 25th of the then current month for termination to become effective on the last day of the next calendar month.  Since the customer requested to cancel on 9/28/15, this means her account would have been canceled on 11/30/15.  Instead, the Representative chose to help the customer by sending a quote to Ms. [redacted] to cancel her account effective 10/31/15.We apologize for any confusion Ms. [redacted] had during her transaction.  We feel we were upfront with all details of the agreement and even made exceptions to benefit Ms. [redacted].We recommend that Ms. [redacted] accept the quote that was sent to her on 9/28/15 to cancel her agreement effective 10/31/15.10.3 Client Termination Procedure. If termination is permitted by this Agreement, Client mayterminate by giving notice on or before the 25th day of the then current month (in the manner setforth below or as modified in written notice from Market Leader), and signing and returning thecancellation confirmation provided by Market Leader on or before the 25th day of the then currentmonth, in which case termination will become effective on the last day of the next calendar month.To terminate the Business Suite Products, Client must provide termination notice by email to[redacted]@marketleader.com or by telephone to[redacted] To terminate the Professional orEssentials Products, Client must provide termination notice by email to[redacted]@marketleader.com or by telephone to [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

We are sorry to hear that our customer is not satisfied with our service. Our customer entered into a legally binding 6 month agreement with us on 04/25/17 for a website, contact management system, and an average monthly volume of 10 [redacted] leads.
All of the leads that our customer has received from us are real people who chose to register on her website after clicking on one of the advertisements that we placed for our customer online. We offer an enormous amount of training opportunities for our customers to learn how to effectively work with and convert these leads, including, but not limited to; live & recorded webinars, video tutorials, and step-by-step training tutorials. Unfortunately, we cannot guarantee conversions or sales, especially since our customer’s success is directly correlated with what they choose to do with the lead and how they follow up with them after they receive it from us. We do not “scrub” the leads before they reach our customer, nor do we guarantee “qualified” leads. We do have a Lead Return Policy, which states that a customer can return an invalid lead within 48 hours if the lead has an obviously fictitious name or an invalid email address. We have provided our customer with this policy, but we have yet to receive a valid lead return request from her.
We have fully researched this issue and have not found any evidence of misrepresentation that contradicts the signed agreement between our customer and Market Leader, although we do apologize to our customer if there was any misunderstanding. We cannot provide a refund since services are being provided per the contract that both parties agreed to. October is the last month of our customer’s 6 month agreement. We have a reminder setup in our system to reach out to our customer in October to send the Cancellation paperwork for them to complete.

Dear Revdex.com, We apologize for our delay in replying to Mr. [redacted]'s original complaint. We have reviewed his correspondence with the Revdex.com in conjunction with our internal notes. In reviewing this case, it is clear that our customer expressed buyer's remorse after entering into a six-month contract...

with our company. He was expecting contact numbers to be included with each real estate lead provided, when this is not something that we guarantee. To resolve this issue to our customer's satisfaction, he was released from his six-month contract, and was never charged for said leads. He was only charged $99.00 for a one-month system fee, which is a valid charge. Our customer indicated that he was satisfied with this resolution.  Regards, Matt P[redacted]

We apologize to our customer that that are still not satisfied with our response to her concerns, and we’re happy to elaborate further to clarify her points: ·       All of the leads our customer has been sent as a part of her LeadsDirect leads subscription are from...

real people that have registered on her site after searching for Real Estate on various search engines. ·       All of these leads started their property searches in her areas of choice. Furthermore, our customer has taken advantage of our leads return policy, in which Market Leader will accept a lead for return, within 48 hours of receipt, for the following reasons: o   If the lead registered with an undeliverable email address and/or o   the lead has an obviously fictitious name such as Mickey Mouse, Donald Duck, etc. Nonetheless, we did a thorough review of the leads she returned. There was only one leads she attempted to return for being out of her area, but this lead did view multiple homes in the Miami Beach area, which is where she is purchasing leads from. ·       We cannot guarantee, and made no promises to our customer that her leads would be looking for homes in a given price range. ·       With regards to undeliverable/returned emails, these email would be coming from “MAILER-DAEMON” in response to emailing undeliverable email addresses. Our records do not indicate these were a system generated mistake, as this is a common when emailing undeliverable email addresses. If these were paid leads, they could have been returned due to undeliverable email addresses.   A full review of our customer’s complaint does not show that the product was misrepresented. In fact, our customer is seeing success with the product based on her interactions with her leads. Nonetheless, it is clear that our customer is displeased and is not a good fit for our product. In addition, she has opted not to pay her March bill in the amount of $419.00. As such, we are making a business decision to cancel her account at the end of March for non-payment. We will no longer call our customer to collect on this debt. We wish her the best of luck in business going forth