RE/MAX Real Estate Experts

Customer service for the John Quinn Real Estate firm is a misnomer.It doesn't care about the customer and it doesn't provide any service.[redacted], the real estate agent assigned to me by John Quinnwas rude, obnoxious, argumentative and insulting.He does not return phone calls or respond to emails from clients.His word is worthless. He is totally untrustworthy.When I complained to Mr. [redacted] about his agent's shocking behavior, he promised to contact me, but he didn't.Instead he talked to his agent, then terminated our agreement.Obviously Mr. [redacted] values his employees more than his clients.Desired SettlementI'm uncertain how to resolve the complaint.Mr. [redacted] should value his clients more than his employees, but that can't be enforced.And Mr. [redacted] should have severely reprimanded [redacted] for his inexcusably rude and unprofessional behavior, but it's too late for that.Perhaps the only justifiable resolution is that my complaint will dissuade prospective clients from doing business with John Quinn Real Estate.If that is the result, so be it.Mr. [redacted] has only himself to blame. Business Response December 16, 2013Thank you for allowing me to respond to this complaint. Great customer service is the cornerstone of my business and is how I built and have run my business over the last 25 years. I assure you that I view this complaint with the upmost of seriousness. I am well aware of this incident involving [redacted] and [redacted] regarding the property at [redacted]. I spoke with Mr. [redacted] around the first week of September 2013 regarding the events that took place. I also had a conversation with [redacted] at that time regarding this issue. Mr. [redacted] was immediately released from his listing and any obligation with RE/Mas Real Estate Experts.The following is a sequence of events as I know them.In August of this year, as the real estate market was in full swing, my team and I were extremely busy as we always are going into the summer season. In addition, I recently purchased the RE/Max company and was dedicating a lot of my time to start-up issues and turning the company around to stay in business. The previous owners had left the company in a mess and my management team and I were up to our elbows doing everything we could to make things right. Unfortunately for my personal real estate business, I was caught short staffed and was forced to handle a lot of duties normally assigned to my personal staff. In order to handle the volume of business calling to list and sell homes, I made a decision to route a number of leads to other independent contractors and are fully responsible for their actions. In the normal course of business when an agent is not in the position to take on a client, it is quite common that the lead is referred off to another agent that can service the client. I commonly refer business when I have a client that is doing business in Millington, Tipton County, Olive Branch, Southaven, or any of the numerous outlying areas. There are even areas of town that I do not specialize in and will refer that business to another agent.When the lead came in for Mr. [redacted] I had already reached the limit of clients I could comfortably service. I referred the lead to [redacted] because I didn't feel I could provide the high level of service to that client because of the work load I was experiencing. [redacted] is an independent licensee at RE/Max and I have used his services numerous times over the last five years and have not had any problems whatsoever. I do believe that [redacted] is a good agent and has my full confidence that he can conduct his business in an honest and professional manner.This is the first complaint of any kind that I have ever known [redacted] to be rude or aggressive with anyone. I have found [redacted] to be professional, thoughtful and courteous in his business dealings.Within a short period time after [redacted] had listed the property at [redacted] I received communication from Mr. [redacted] stating that he was upset, wanted out of the listing contract and wanted [redacted] fired. I assured Mr. [redacted] that I would address the issue. In its entirety, with [redacted] and that he was completely released from his contract and was free to list his property with any other company. Sadly, this was not acceptable to Mr. [redacted], who insisted that I fire [redacted]. As a matter of routine, I have personally spent time coaching [redacted] and other agents on ways to handle difficult situations and provide excellent customer service.After speaking to Mr. [redacted], I immediately spoke to [redacted] about the situation. [redacted] told me that he met with Mr. [redacted] to put his home on the market and that Mr. [redacted] wanted a lot more money than what the market would be willing to pay for his home. [redacted] still agreed to list the home provided that Mr. [redacted] would be willing to lower the price to [redacted] recommended price if the home didn't sell at the higher price. Mr. [redacted] agreed to this arrangement and signed the listing contract with [redacted]. Within a few weeks, an upset Mr. [redacted] contacted [redacted] because there was very little to no activity on his home. [redacted] explained that this was due to the selling price being too high. At this point Mr. [redacted] became very angry with [redacted] who decided to immediately release Mr. [redacted] from his contract. (I believe that is when Mr. [redacted] called my office and spoke with me about the situation.)After my conversation with Mr. [redacted], I immediately looked up the information about his property in the Multiple Listing Service online. The property was listed for $140K and that price was in fact higher than the value of the property. The MAAR DATA statistical analysis starting point figure indicated the property value should be worth between $106K and $117K. The property was priced nearly 20% higher than what the market could bear. I could clearly see why there was no activity on the property.Many times in the real estate business emotions can and do run very high. Personalities can sometimes clash and create unintended issues. It is terribly unfortunate that the business relationship between Mr. [redacted] and Mr. [redacted] was not a successful one and after reviewing all the information about this incident and speaking with Mr. [redacted] and [redacted] I feel that the matter is settled. I do not believe that [redacted]'s actions justify terminating his contract without any fees or recourse. RE/Max continually offers training and resources to all our agents so they can provide the level of service we believe all our customers deserve.Thank you for this opportunity to respond to Mr. [redacted] complaint.[redacted]OwnerRE/Max Real Estate Experts7500 Capital Dr.Germantown, TN 38138901-685-6000Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The response from [redacted] contains several inaccuracies.Mr. [redacted] never spoke to me before or after my email complaint to him. He responded by email,even though he said he would call me. And he emailed me only after he had spoken with his agent, [redacted].Nor did I ever demand that he fire Mr. [redacted].If he were my employee, I would have fired himfor his outrageously unprofessional behavior, but I did not ask Mr. [redacted] to do that. All I asked Mr. [redacted] to do was to reprimand his employee for insulting his client.Nor is this a disagreement over the value of my house. Obviously the list price was set too high as the posting drew no interest. But Mr. [redacted] set the price, I didn't. If the price was set too high to accommodate the market, he should have contacted me to discuss lowering the price in a polite and professional manner.Mr. [redacted] did not do that.Instead, he called to argue, confront and insult. He repeatedly talked over me and down to me. He interrupted constantly.He belittled the house and the neighborhood.It was more like a verbal assault than a professional conversation.In fact, Mr. [redacted] misrepresents the entire complaint. This is not a complaint about home values; it's about customer relations.Mr. [redacted] insulted me and Mr. [redacted] did nothing about it. Apparently Mr. [redacted] values employee relations over customer relations, even if his employee is rude and insulting. Final Business Response