Marshall Realty

September 2, 2016 4:08 PM[redacted] / broker:I just signed up yesterday to have you guys sell my home and already there is serious trouble in just 24 hours.I e-mailed a home description yesterday to [redacted]and today, this morning, I e-mailed her to see if she got the home description.I got no reply.Today I telephone called and left message in her answering machine for Katrina to check her e-mail to see if she got the home description.Again, no reply. I can not do business like this. I must have my e-mails acknowledged by the agent in a professional manner. There was no auto-reply by Katrina on your e-mail system.You people advertise a lot, but I have now discovered you are not professional. Cancel my home listing. I will sell with somebody else.Thank You,[redacted]Product_Or_Service: Contract to Sell HomeAccount_Number: [redacted]Desired SettlementI want the contract I signed yesterday canceled and voided. The company does not answer its e-mails which makes me suspicious they do this intentionally so sellers can't cancel contracts. Also, company heavily advertises, "We'll buy your home if we can't sell it." When I asked [redacted] about this she by-passed the subject. I believe the company is shady and advertising in a false and misleading manner. There is no such description in their welcome package, despite advertising. It must cease! Business Response Contact Name and Title: [redacted]Contact Phone: 775-787-7400Contact Email:[redacted]Dear sir,We are really sorry that this did not work out and we apologize for any inconveniences. Over the weekend, it seems that you changed your mind to list your home and we have no issues with canceling the listing. Our guarantee program is simple, we will purchase your property up to 95% of the appraised value (you pick the appraiser) and is based on the condition. After speaking to you yesterday, it seems that the spring time might be better for you and if you are still in the market to sell your home at that time, we would be happy to come back out and re-list. We wish you a prosperous 2016!Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

This issue is a complaint against a realtor that works for marshall realty. He was representing me in a potential home purchase in sparks, NV. My agent [redacted] withheld a srpd/property disclosure notice for a home with known problems for 2 weeks before giving it to me. He then gave it on me after I was knee deep in the deal. Having had inspections and Appraisals already done costing near $1000. He then said he would fix property after closing of sale out of his pocket. At this point I have no reason to trust that this would ever happen. Cancelled sale, lost my earnest money and was told by marshall that I could face a lawsuit for cancelling 3 days before closing which is completely inaccurate. He Told me he was protecting me and he's on my side. I' ll let you be the judge of that. Those are the facts. Would never recommend this office to anyone in my opinion. [redacted] ran an article on these guys regarding questionable ethics in 2014, wish I would have known about this prior to working with them. Never again.Product_Or_Service: real estate transactionDesired SettlementI want my $1000 back.Business Response We understand that this was a very frustrating process and that he did not feel comfortable moving forward with the purchase of the home. However, the SRPD was sent to [redacted] 21 days before the closing date, which was set for June 22, 2016. The law requires that the SRPD be presented at least 10 days prior to closing, so the delivery of the document was within the legal time frame. . His wife executed her acceptance of the SRPD on 6/1/16 and he signed the document on 6/13/16. When he decided that he was unhappy, he was given three solutions to the issue that he had with the information disclosed, which was that the Seller updated a half bath to a full bath, and the work was not permitted. The three solutions offered were as follows:Josh offered (and reinforced it by putting it in writing) to reimburse you for the $1000 that you spent on getting inspections and having a contractor come out and look at said bathroom.Josh offered to pay to have the improved bathroom permitted, by licensed contractorsFinally, Marshall called you and offered to convert the bathroom back to the original 1/2 bath by licensed contractors, before the close of escrow. [redacted] took a little over two weeks to come to the decision that he was not going to move forward with any of the solutions. If he had cancelled the deal earlier, he would have received his earnest money back. He had several opportunities to either accept a solution or back out of the deal, however because of his delay, until three days prior to close, the law grants the seller's permission to keep the earnest money. We understand that people change their minds, however delaying his decision until the last minute caused damages to the sellers because they had already purchased another home, which was contingent on his purchase of their home, which is why the sellers ultimately chose to keep the earnest money. Because of his last minute decision to cancel the transaction, he not only lost his $1000 but the sellers of the home lost their new home, that was contingent on him buying their home, AND the sellers of that home, lost their new home that was contingent on the sellers of his home buying theirs. There were a lot of lives affected by his decision, and we tried to prevent that from happening by giving him some very good solutions, as well as the opportunity to back out in a timely manner. We are disappointed that his deal went like this, especially when we tried to go above and beyond to make it work for him. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I love these guys! Them responding to my complaints is more than I expected. It's my mistake to think they should have treated me any different. They conduct business in a way that works for them. It may not work for me and I am ok going else where. In fact that's exactly what I did and I couldn't be happier. I am completely over this dispute and we'll on my way to closing on another house with a different agent. I actually want to thank them for their time and wish them all health and happiness.

Received a postcard saying my home was just listed. I called to clarify, the young man answering said it was another unit that was actually listed. so I asked for the info on the listing and it was already "pending". I believe this is not only misleading but bait and switch tactics.Desired SettlementRemove my unit from ad and my information from mailing list.Business Response Contact Name and Title: Marshall [redacted]Contact Phone: [redacted]Contact Email: [redacted]Dear [redacted],We deeply apologize for any confusion stemming from the "Just Listed" postcard that we sent to the community at [redacted]. In no way did we mean to advertise that your unit was for sale. The home listed is one of your neighbor's house, that is the exact model and bedroom configuration. Again, we are very sorry for the confusion.Sincerely,Marshall [redacted]

I completed a very complicated short sale process over 8 months. From the beginning through to the end when I signed the final documents at the title company, I was told I would receive $1000 at completion for relocation assistance (also called an incentive). I have several signed documents stating as such, and in fact the HUD 1 settlement I signed at closing listed it as $1400. However, sometime between my signing those papers and close of escrow 2 days later, it was decided by SOMEONE that I was not to receive a penny. No one ever notified me of this. I was just left to believe the money was coming. It required several emails and phone calls from me to find out otherwise. Over the next couple months I made numerous calls to [redacted], the title company and Marshall realty to get an answer of what happened and have been told repeatedly by EVERYONE I talk to, "I'll get back to you later today, tomorrow, next week.." No one ever calls me back. I am still waiting for an answer. I was actually told by [redacted] at Marshall Realty that I should have received the money and she thinks someone at [redacted] made a mistake, but "they probably aren't going to give you the money". I don't know who is to blame. All I know is I jumped through numerous hoops to complete this short sale and absolutely REGRET ever doing business with any of those involved. I will NOT recommend any of them to anyone either. Marshall Realty and the title company all made money off this and I have been treated unbelievably bad in the aftermath. If there is a REASONABLE and LOGICAL explanation for this, fine. However, to date I have been provided nothing but excuses and feel I have been shoved off. I have never been treated so disrespectfully by a business.Desired SettlementI would like the money that I was told I would receive when the short sale was completed. I was under the assumption when I signed documents there was some protection there for both parties. If there is truly a legitimate reason for this withdrawal of the incentive/relocation assistance, I would like to know what it is. I am requesting assistance in finding a resolution, one way or the other. Business Response Contact Name and Title: Marshall Carrasco, BrokerContact Phone: [redacted]Contact Email: [redacted]It took several months to get this short sale opened with [redacted] initially. they denied the request approximately 4 or 5 times. It took escalating the file to executive management to have the file reviewed. Then the file was in loan modification review and [redacted] was determined able to make payments on a modified loan payment. I appealed the decision which took approx. 2 months to complete. The end result of the appeal allowed [redacted] to apply for the short sale. The file was then assigned and an appraisal was complete by the bank.When the value came there was a discrepancy in the zip code for the property, as it had changed since the time she acquired the loan. Official documents had to be requested from the postal service to prove the change int he zip code. Once the verification came in and the bank reviewed and approved the information, they then issued a pre approval letter. Shortly after we became informed of an HOA lien that had set a date to foreclose on the property. we reached out to the HOA and were told to call the attorney who filed the sale. We negotiated a payoff amount for the HOA lien that was acceptable to prevent the sale and was a reasonable amount. The foreclosure sale date was postponed 30 days.The buyer in contract cancelled the offer. We placed the home back on the market to get a new buyer at a higher price and one willing to come in with cash to contribute to the HOA lien.We secured an offer and submitted to the banks. the 2nd lien holder would not approve the short sale unless they received more that what the 1st allowed. We had to renegotiate with the buyer to bring in more cash to contribute to the 2nd lien.We came to terms on the 2nd lien, waiting on the 1st lien to complete the processing of the file and issue the approval letter. The HOA foreclosure was appraoching in the next few days and after many requests and several calls, the attorney would not postpone any amount of time. They demanded the payment- not just copied of the approval letter. We pressed hard on [redacted] to finish the processing of the file.Working very closely with 2 [redacted] employee - even exchanging cell phone numbers so that we could be reached at anytime during the day. We shared 3 way calls with title to revise the HUD several times in order to get underwriters final approval. Through this process several changes were made to fees and expenses and credits to the seller then flipped number even more. The 3 way calls were [redacted] instructing title to the changes needed on the [redacted]. Although the 3 way call was taking place the conversation remained with title and [redacted]. The seller incentive that had been communicated that the seller, [redacted] would have received- was taken off at some point during one of these calls and was not caught/called out.During the final hours of this working for this approval letter, [redacted] could not verify the chain on title for the 2nd lien holder. Through internet research and calls I was able to put something together that [redacted]'s underwriters would accept as enough proof to show the complete chain of title.Approval letter was finally issued and title closed escrow within hours. Several hours, and months were spent on this short sale for [redacted], several people within Marshall Realty, [redacted] and [redacted] and [redacted] (2nd Lien holder) were ALL jumping through hoops doing everything it took to keep this one from foreclosure. Not only were we able to get her short sale approved, but nothing came out of her pocket for the HOA lien or towards the 2nd lien holder, and she received a FULL release of her deficiency.Not only did we keep [redacted] in the loop of the status, she also was given my cell phone number which she frequently would call/text. Always called her back, even well after hours to ensure she was informed of all that was going on.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I did not seek out the short sale process- Marshall Realty contacted me several times asking if I was interested in pursuing a short sale. I do agree that the people I worked with at Marshall Realty DID work VERY hard to complete the process, and was told by Lisa this was the most complicated short sale she has dealt with. I also did everything that was asked of me, leaving work to go home and find documents that they requested at times also. This short sale process was not completed as a favor to me but is what their business does. I would also like to add that I recently received a notice in the mail regarding a class action suit against the HOA lien holder regarding deceptive practices. So I imagine that may be one of the complicating issues. My complaint is that this was a very stressful process for me as well and when the sale was "complete" I was left out in the cold with no reasonable explanation of what happened and why. No one contacted me to say things had changed.I had to call and email and text to even get a response from Centennial and Marshall Realty. They all got their money and that's all that mattered. As I said in my original complaint, if there is TRULY a legitimate and reasonable explanation of why the incentive was removed AFTER everything appeared to be complete, then tell me what it is. Businesses cannot expect people to just accept "well it's gone and you're not getting it and we're not telling you why". It wouldn't work in the reverse and I am unwilling to simply accept "we don't know what happened, where it happened, why it happened, or who did it- deal with it".I finally decided to go this route after getting nowhere with repeated requests for help in getting an explanation of events. I take no pleasure in this and want this resolved. I greatly appreciate Mr Carrasco contacting me and truly hope he is able to help me find some answers or at least provide me an appropriate direction to do so on my own. Final Business Response It is our intention to get to the bottom of this and resolve this situation. We have reached out to Bank of America executives and will continue to do so until we can get some sort of response and explanation as to what EXACTLY happened. We do not expect [redacted] to simply "deal with it" and will continue until we find a resolution. Marshall Carrasco is personally working this file and will do his very best to get to the bottom of it. We greatly apologize for any miscommunication or lack of communication on behalf of our entire company. Again, from everyone at Marshall Realty, we really apologize for any oversights and are using this file as an example to insure that this does not occur again. Thank you.