Market Leader, Inc

Dear Revdex.com, On 12/19/16, our customer signed a 6 month contract term for a HouseValues lead subscription through 06/30/17. The contract states that the agreement will automatically renew on a month-to-month basis upon expiration of the initial term, until terminated by the client in accordance...

with the cancellation policy. The cancellation policy states that the client must provide termination notice specifically to our cancellation department and complete and cancellation or change order form by the 25th of the month in order to be cancelled at the end of the month. On 05/24/17, our customer emailed a cancellation request to her original sales representative, who does not have the authority to assist with cancellation requests. Our sales representative called out and spoke with our customer. She explained that our customer will need to speak with the cancellation department. Our customer said that she did not have time to speak with them at the moment, so our sales representative gave her the correct phone number to call when she has a few minutes to complete the cancellation. We did not hear from our customer regarding a cancellation request again until July had already started. Her lead subscription is now set to cancel on 07/31/17. We apologize to our customer for any misunderstanding, but we have fully researched this issue and cannot provide a refund for the month of July. It may also be important to note that our customer had been logging into her account this month and we have delivered the leads for which she was charged.  Regards, Matt P[redacted]Market Leader

We apologize if our customer felt that we charged her without authorization for the months of August through December.
We were able to look further into her account and track down the source of her confusion. To provide some history on the account, our customer originally signed up for our...

product in 2011.  She received a promotion of a free system for three months and then starting 06/01/2011 she would be billed the normal price of $99 a month.  Our customer stayed on this pricing model until 11/01/2012.  
Starting on 11/01/2012 [redacted] was added to her Market Centers Office Professional Program with Market Leader.  This means that her Market Center pays bulk pricing to Market Leader in order to pass on discounted pricing to its agents.  Instead of paying Market Leader directly the $99 each month she would now be charged nothing by us and would be billed through her Market Center.  Our customer's Market Center notified us in July 2015 that they would be removing her from the Office Professional program.
On July 24th, 2015 Market Leader informed [redacted] that she would be removed from the Bundle Program and revert back to the normal billing of $99 a month.  In the e-mail we provided our customer a phone number to contact us if she did not want to continue with our product at $99 a month.  (e-mail is attached)
Our customer never reached out to us which is why she was billed each month.  Further more our records show that [redacted] was actively logging in and using the product each month.  She logged in 3 times in September, 7 times in October and 4 times in  November.  We initially declined the refund request because we followed our procedures correctly and notified the customer. Although we maintain that we took all reasonable steps in communicating this billing change to our customer, we understand how there could have been some confusion.  We apologized to our customer for this and issued a 1 month refund of her billing as a compromise.  Also, we have downgraded the account to our basic version so she will no longer incur monthly charges.
To conclude we feel that we do not owe the customer any additional refunds as we informed her of the billing change and she continued to use the product during the months she is asking for a refund.  We feel that a 1 month refund is an adequate compromise and resolution.

We apologize if our customer feels they were misled or were not provided the guaranteed amount of leads they signed up for.
Per the agreement signed by our customer, on 01/18/2016, they signed up for a monthly subscription, guaranteeing 7 leads per month, across 2 different zip codes. Our customer...

initially requested to cancel their subscription on 03/30/2016. Per the signed agreement, they are in contract through 07/31/2016, and is unable to cancel until that time. A Market Leader representative left 3 voice mails for our customer, in order to address the customers concern, with no response.
Our customer then sent in a Do Not Charge request, on 05/02/2016, also requesting a refund. Per Section 19 of the signed Terms and Conditions, Market Leader has processed an Account Review, for the last 90 days of lead delivery. Market Leader has provided the customer a copy of the Account Review results, and will be issuing the customer a refund, for lead under delivery.
A representative has spoken with the customer in regards to the Account Review and refund, and the customer has stated they will review. We are working to resolve the issue with the customer directly, and hope to come to a resolution offline.

Dear Revdex.com,   We apologize that our customer remains dissatisfied, and would be happy to address her additional comments and concerns.   We apologize for our customer’s confusion regarding our lead return policy and procedure. We did originally contact her on May 3rd, 2017 to provide her with account and system information, including our Customer Service phone number and email address, [email protected]. We then followed up with her on June 26th, 2017 to check in with her again, and to remind her to contact us if she needed any assistance. A voicemail was left for our customer, and the following email was sent to her at her email address on record:   “Customer Care is here for you! If you have questions or need assistance, please call us at 877-450-0088 M-F 7AM to 4PM Pacific Time or send us an email at [email protected].”   To date, our customer has not contacted us to return any leads. We would ask that leads be returned with 48-hours of receipt.   With regards to our lead guarantee, our customer purchased two lead products: HouseValues and Leads Direct Leads. We guarantee the amount of leads over a 90-day period, as opposed to a monthly guarantee. Furthermore, we guarantee the total number of leads in the package; we do not guarantee leads by the specific areas contained within said package.   Specifically, our customer signed up for the following areas within her Leads Direct subscription: Bennington, Elkhorn, and Papillion NE. The total guaranteed lead delivery for these three areas is fifteen over the 90-day review period within the three areas she chose. Lead delivery within those specific areas was as follows:   May: 6 total leads June: 5 leads July: 6 leads August: 6 leads September (MTD): 7 leads   With regards to our customer’s HouseValues subscription, our customer also has a lead delivery guarantee of fifteen leads over the 90-day review period. She contracted to have her leads come from the following zip codes: 68116, 68137, 68154, and 68164. Lead delivery within those specific areas was as follows:   May: 11 total leads June: 7 leads July: 6 leads August: 5 leads September (MTD): 1 lead   As such, a refund is not due to our customer; we have over-delivered her leads.   With regards to our customer’s request for a copy of her contract, this was provided to her when she initiated this service. However, we will email a copy of said contract to her email address on file, as per her request.   We consider this issue address and closed.

We again apologize that our customer feels they were misled at the time of sale. Market Leader is attempting to rectify the situation, and provide the customer with a resolution.
Per the agreement that the customer signed, the Account Review policy is stated in Section 19. The customer agreed to the following: If Market Leader delivers fewer prospects, on average, than guaranteed during any three consecutive full calendar months, Market Leader will review Client's account upon prompt notice from Client and, provided Client has met the requirements of this Agreement, as Client's exclusive remedy, Market Leader will adjust Client's monthly fee and/or monthly lead guarantee for any remaining months (but not prior months).
Market Leader made an exception to process the credit as a refund, which was processed on 05/06/2016. (See attached Billing History)
Per the customer's account history, attempts were made to reach the customer on the following dates: 04/06/2016, 04/20/2016, and 05/02/2016. Market Leader was able to reach the customer on 05/05/2016, when the Account Review process was explained and the customer agreed to review.
At this time, Market Leader is working diligently to improve the lead delivery on the customer's account through the remainder of the agreement term.

We apologize that our customer felt that they received poor customer service during their time of cancellation request. We also apologize if our customer felt misled at the time of sign up for the said subscription.
We were able to research the customers account, and understand the following:
Our...

customer, signed the attached agreement, on 03/14/2016. This agreement was to add a paid lead service, guaranteeing 3 leads per month, beginning on the first of the following month, which would be 04/01/2016. Market Leader received a call from the customer on 04/07/2016, expressing concern about the subscription. The representative advised the customer that the lead guarantee is over the entire month, and that the customer would need to give the entire month for Market Leader to deliver the lead guarantee.
The customer received their first lead on 04/15/2016, which prompted their second call to Market Leader. Another representative made an exception to return this lead, based on our Lead Return Policy, and the fact that our customer was unhappy with the product they received. The customer then escalated to management. On 04/15/2016 a Market Leader Manager reached out to the customer, and was able to come to a resolution. (See Attachment for Case Notes). Management agreed to process the cancellation request for the end of the current month, and emailed the customer proper forms to be electronically signed to complete the cancellation request.
As of 04/28/2016, the customer has not completed their steps needed, in order to cancel the subscription. A Market Leader representative has reached out two times since the conversation, to remind the customer to process the account change. Now that nearly a month has passed since the initial request, Market Leader has over-delivered the guaranteed number of leads. The customer is now using the service, as well as communicating with the leads they requested to cancel. Market Leader hopes that the customer has changed their mind, since they are now utilizing the service.

Complaint: [redacted]
I have decided to put in a dispute with my credit card company because obviously we cannot come to terms and I was misled in the product you were providing. I do not consider this closed.
Sincerely,
[redacted]

Dear Revdex.com, We apologize for the delay is response to this complaint. In response to our customer's concern, we have reviewed her correspondence to the Revdex.com in conjunction with our internal notes. On 7/15/16, one of our Account Managers reached out to [redacted] to address her concerns. Due to...

the confusion regarding a separate charge from her MLS for the data feed, we made an exception to release our customer from her contract. We cancelled her account at the end of July, 2016 as courtesy; this was one month in to a six-month contract. As we did provide services to our customer in July, we explained we wouldn't be able to refund the payment of $98.34 to her. She expressed that she felt this was fair. This complaint was resolved to the satisfaction of our customer.  Regards,Matt P[redacted]

Dear Revdex.com.org
 
I'm attaching email from Market Leader/Trulia solving my complaint.
 
Thank you so much for your services,
 
[redacted]
 
 
 
[redacted]
Cell: [redacted]  Office Phone: [redacted] Office Fax:  [redacted]
                                        ...⇄ [redacted]
 
[redacted]
[redacted]
 
 
From: [redacted]@trulia.comTo: [redacted]@hotmail.comSubject: RE[redacted] Website:Date: Mon, 20 Jul 2015 21:02:10 +0000
Good Afternoon [redacted],
 
Thanks for sending me your email. I did look it over with my manager and we have agreed to waive the balance for the month of July.  I know you changed the nameservers, but if you want to get anything out of the system, you would need to change the nameservers back to point at market leader.  The account will cancel on July 31st.
 
Please let me know if you have any questions, and I apologize for any inconvenience.
Thanks,
[redacted]
 
From: [redacted] [mailto:[redacted]@hotmail.com] Sent: Monday, July 20, 2015 1:44 PMTo: [redacted]Cc: [redacted]Subject: [redacted] Website:[redacted]
 
 
Dear [redacted],
I'm forwarding email I sent to Market Leader 5/29/15 and replay I received:
From: [redacted]@hotmail.comTo: [redacted]@marketleader.comCC: [redacted]@hotmail.comSubject: [redacted] Website: http://[redacted]
To
Account Management Team
 
Would you please provide a cancellation quote of my account Customer ID: [redacted] to close account by June 1, 2015?
Thank you,
 
[redacted]
Realtor with [redacted]
[redacted] [redacted] AZ 86401
[redacted]
[redacted]
Website: [redacted]
Secretary of [redacted]
 
 
 
 
Account Cancellation
Should you decide to cancel your entire account after your contract term has concluded, please follow the procedures below to ensure that the request is processed in a timely manner.
All requests should be made in writing and any changes will not be made in the billing system until the email Quote sent to you has been accepted.  Should you decide to cancel in after your term has completed, please be advised that we will need to receive an accepted Cancel Order Quote prior to the 25th of the month, in order to be cancelled at the end of the following month.
Once your account is cancelled, all prospect data and marketing material will be deleted.  Market Leader is unable to restore this data once the account is cancelled in the system.  If you want to continue with the system without advertising after your term is complete, please contact our Account Management team or see our article on how to make changes to Advertising or add-on features.
To request a Cancellation Quote be sent to you, please contact the Account Management team Monday - Friday 6am- 5pm Pacific time. If you have any questions or concerns, we can be reached toll-free at 1[redacted]
 
Customer ID: [redacted]05/29/2014 to 05/29/2015 Customer Balance: $0.00
Account History
Date
Account
Document
Total
Payment Type
Description
5/1/15[redacted]
.COM
[redacted]
($107.27)
MC
Payment
5/1/15
[redacted].COM
[redacted]
$107.27
 
Monthly Subscription
4/1/15
[redacted].COM
[redacted]
($107.27)
MC
Payment
4/1/15
[redacted].COM
[redacted]
$107.27
 
Monthly Subscription
3/1/15
[redacted].COM
[redacted]
($107.27)
MC
Payment
3/1/15
[redacted].COM
[redacted]
$107.27
 
Monthly Subscription
2/3/15
[redacted].COM
[redacted]
($107.27)
MC
Payment
[redacted]
Realtor with [redacted]
[redacted] [redacted] AZ 86401
[redacted]
Skype: [redacted]
Website: [redacted]
Secretary of [redacted]
 
 
AND AUTO-REPLAY
 
AUTO-REPLY: [redacted] Website: [redacted]ml (#[redacted]
Market Leader Billing ([redacted]@[redacted])
 
Add to contacts
 
 
 Dear [redacted], 
Thank you for your contacting Market Leader. This is an automated reply to let you know we received your e-mail on 05/29/2015 at 08:00:16 PM PDT. PLEASE DO NOT RESPOND TO THIS AUTOMATED REPLY. You will receive a response within 24 hours. Please take this opportunity to learn more about your Market Leader solution by visiting our website at www.[redacted].com. It?s full of helpful information on everything from generating leads to managing your contacts, creating and sending professional marketing pieces to driving even more traffic back to your lead-capture website. And don?t miss the education section, where you can stay up-to-date on the latest trends, best practices, and product tips with online, on-demand tutorials and videos. http://www.marketleader.com/best-practices Sincerely, Market Leader, Inc. [redacted]@marketleader.com

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 entered into a legally binding 6 month agreement with us on 04/27/17 for a website, contact management system, an average monthly volume of 5 LeadsDirect leads, and an average monthly volume of 5 HouseValues leads. All of the training resources we offer to our customers...

are provided to them at no additional cost. Our customer does not pay for any training with us.  All of the leads that our customer has received from us are real people who registered directly on HouseValues.com or chose to register on her website after clicking on one of the paid advertisements that we placed for our customer on search engines. If a website visitor did not come from our paid advertising or HouseValues.com, it does not count as a lead from Market Leader or towards the guarantee. All of the leads in our customer's contact management system are labeled with a Source, so she can see how each lead reached her website. Only contacts with a Source of "HouseValues", "Google", or "Other Ad Campaigns" are counted towards the lead guarantee. We do not see any evidence of our customer's complaint in her system, but we would be happy to research this further if she provides the name of the lead in question.  We do have a lead return policy, in which Market Leader will accept a lead for return, within 48 hours of receipt, for the following reasons: 1) If the lead registered with an undeliverable email address and/or 2) the lead has an obviously fictitious name such as Mickey Mouse, Donald Duck, etc.  Our customer has not returned any leads to us thus far and after conducting a review of our customer's lead delivery from May, June, and July, we see that we have over-delivered on our guarantee by a total of 5 leads. There is no credit due at this time. The results of this review could have been communicated better to our customer, so we do apologize to our customer for the confusion regarding her Account Review results.  When our customer signed up for this service, we sent her an email containing a sign up link. This link took her to a webform showing her exactly what she was signing up for, along with the contract term, and Terms & Conditions. She checked the box indicating that she read and understood the Terms & Conditions, entered her payment method, and completed an electronic signature. As well, a confirmation email is automatically sent immediately after the online agreement is complete. If our customer would like a copy of this contract, we would be happy to provide this for her.  If our customer still has questions, we urge her to reach out to our Customer Care team for further assistance. Their contact information can be found in her contact management system with us under the Help menu. We are sorry to hear that our customer is not satisfied with our service and sincerely hope that she will address her concerns and issues with our Customer Care team directly in the future so we can assist her before further confusion arises. October is our customer's last month of her 6 month contract term with us. We already have a reminder setup in our system to reach out to her in October to assist with any desired account changes.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] As per Friday call with their billing account, they called me and apologize for the issue with billing. They did not wanted to accept the payment on Thursday as they received the complain from Revdex.com, which is false what was set above by Market Leader. They have accepted the card on friday. the reason they rejected my willingness to pay as per contract is the following: their billing department called me and said if you do not withdraw the complaint from Revdex.com we will cancel your account. My answer was, if you resolve my issues I will follow accordingly. There was never an issue with my billing on my side.It was never the issue with me paying, it was market leader who told me they will cancel my account based on the above. The payment was made is full as every month since I started. As you can see there is a lot of confusion in the company and what people are doing. ML should do more investigation with in their company before they answer. I also suggest that they google the complains about the company as there is hundreds of them on line, so it is obvious that I am not the only one complaint-brining to their attention issues that should be address on my account. Instead ML RESOLVING client concerns they go to attract and false accusations of the client like myself.