Skylight Financial, a NetSpend Company

These competent, sober individuals met with my agent and signed a legally binding contract. A contract is legally binding. I would assume that these individuals have bought a car before, signed a cell phone agreement before, signed up for a credit card, etc. These individuals claiming that they...

called 3 companies, 25 years, yada yada, shows that they are untruthful and that they are lying and filing a false complaint as this is a standard of business in real estate. It is called Buyer Representation and NAR actually has a designation and class for it called ABR, Acredited Buyer Representative.   I can forward you every voicemail they have left.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No we are not satisfied. We want to be released from this agreement. This was done under false pretences. His realtor did not explain that we are not able to buy under any other realtor company besides him or back out if we are not happy with their services. Why would we want to be with this realtor company if they are ignoring our emails, calls, and calling us liars? All this about these cell phones, credit cards, etc. has nothing to do with this. When applying for those we had sales representatives actually "explaning" every detail and being upfront which his realtor was not. Being first time home buyers we do not know what to expect.
Regards,
*** ***

On 1/27/17 I met Mr. and Mrs. [redacted] at their home location. We had a second conversation the day after meeting to discuss the commission.  I offered to drop the total commission at that point to 7%.   Mr. [redacted] said it was not necessary.  I did waive our $695 media fee for all of the...

additional media that we provided for them.  On [redacted] for Mr.  [redacted] we included professional photos, floor plans, video and featured listings for them.   We also included a property tour during our coming soon period. The sign issue actually wasn't an issue at all, we have a process with all of our listings prior to going on the market called the "coming soon" period which allows time for the following:1) the opportunity for our sellers to get their house ready for the professional photography and videography that we will be doing2) take into considerations the suggestions for staging that I personally gave them3) allow a property tour of buyers agents to preview the home prior to its active date in case they would like to take any of that feedback into consideration, in their case it was mostly positive feedback.I knew with our marketing and media and the aggressive nature we use to get our sellers more money at the closing table in a shorter period on the market that we could get this home sold working together as a team in which we sold it with over a 99.4% list to sold ratio.The typical agent does three things which is put a sign in the yard, put it on mls, and say a prayer that it sells.  My communication was above and beyond with Mr. [redacted]. The only times these clients were not able to reach me immediately was for one of the of these reason1) I was with another client and would return their call or text after (he usually texted me)2) the time was before 8am or after 7pm and I would let them know that I would have to call or text them back after I was able to get my 4 year old to sleep,3) When I was in the hospital for a medical emergency- to my knowledge he never reached out to any one in our office or myself during my 2 day stay in the hospital. I was not available during my time in the hospital but do have support staff and the rest of our team was. We record all incoming and outgoing calls and texts and they did not reach out during that time. If they did they did not leave a message for me to return their call or leave a message for me.I was on a plane going to a Zillow business conference and I sent them their offer while boarding the plane at 4 am because I wanted for them to have it to review. AS SOON as we landed they were the first call I made. I called them the day before my trip (on a Sunday) to let them know I would not be available that Monday. They seemed angry because I did not disclose WHY I would not be available  My commitment to them was a weekly call to go over feedback and showing activity which I did every week and pretty much daily. During our listing period I received a total of 208 text messages from [redacted] and 44 from his Wife [redacted](not on the title to the property). I have 227 documented text messages that were sent to the client. Of these 479 exchanges 43 of were before 8am and 68 were received after 7pm. If the response time we not quick enough for my client, reaching out during normal business hours would have been more conducive. This of course does not include the many phone calls that were had over our time together.Our List date was on 1/27/2017 we listed the property at 155,000 and we discussed and decided to drop the price sooner than we had originally scheduled due to a decline in showing activity during which time the home across the street sold. When we dropped the price to its market value we received an offer the next day for $130,000.  I negotiated for them and got it ratified at $148000 giving up to $5000 towards closing costs. I negotiated the whole contract for them while in California at a business conference.  At the time he was very pleased.  He then began speaking with his wife's friend in Lynchburg, who is a realtor, [redacted].   [redacted] advised that I did not negotiate the repairs items for them though she would be in violation of the code of ethics.   The items listed were not negotiable repairs, they were material defects that had to be fixed.   The house had unexpected radon readings that had to be mitigated as well. I provided a few contractor suggestions to him so that he could obtain bids on the repairs.  I do not control how quickly these contractors perform. I recommended not using one of the contractors when his prices were clearly inflated for the repairs.  I was able to negotiate a few hundred dollars off the cost of the radon mitigation for [redacted].  I wanted to help our seller at every juncture to save money.Please also know that during the listing process I provided a net sheet (attached) with the commissions and closing costs estimate and all of the fees that Mr. [redacted] would incur during the sale of his home, assuming it sold at $149900. Which is sold for a bit less at $148,000. My last conversation was with Mr. [redacted] the day of closing in which we discussed all of the items during a 30 min recorded conversation, in which he stated that it was not so much him that had the issue with the commission but more so his wife (again who is not on the title) and also stated that his wife’s friend and realtor [redacted], interfered with our agency agreement.   This is not appreciated or accepted by the Roanoke Board of Realtors.   He also stated that he was asking his buyers agent more questions than he was asking me. The last recorded call with him was on the day of his closing for [redacted].  He stated his buyers agent ([redacted]) told him that in regards to the home inspection report and removal of contingency that "you don't have to fix anything that you don't want to" and "if you don't want to fix it, you don't have to whether it’s a material defect or not, and that I was costing him money", this is a major interference in the Exclusive Right to Represent Seller Agreement. He stated he held us to a high standard.  I am remiss to see how after 479 exchanged messages, over 43 phone calls, and several emails that I have proven through our recorded events that I went above and beyond in customer service and representing our client not to mention over a 99% list to sold ration after 2 months on the market. He told me that tipping my hat for answering his calls or texts after 9pm is not acceptable because it was expected from him, however again of the 479 text messages, 111 were outside of normal business hours.Sincerely,[redacted], Listing ManagerDamon Gettier and Associates, REALTORS[redacted]

I have reviewed the response 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 below.There is no offer of resolution in Mr Gettiers comments.  1. I am not a nurse and have never claimed to be.  As their client the don't even know what I do2 I do have 3 homes because I was unable to sell my first home when I moved to [redacted].  It sat empty with me paying 2 mortgages I lived paycheck to paycheck.3.  I can do math but large legal documents are  not easy to read and when you are rushed and you are assured by your realtor that the buyer would pay "all the closing costs" you tend to trust the 'expert'. Especially since they are supposed to help and represent my best interest.3. when we discussed funds  $17000 was not mentioned as per my recollection. 4 I cannot get a loan for $14000 or even $10,000.  I am unable to obtain the money they require for closing. At time of this writing I am juggling finances and paying some bills late to make ends meet.  5. They do not deny that on repeated occasions I specifically told them I had no funds. I told [redacted] multiple times.  Damon sent contract for rental as a result.  Reading that contract it that was extremely complicated and gave them a lot of authority to represent me and hire people to do repairs and charge me without contacting me under a certain amount.  I did not feel comfortable and declined.  I repeated myself several times before renewing their contract to sell my home that I had "no money"Next week I will have to return funds for a loan I was able to obtain to try and close (in good faith)because I can't pay it and the mortgage on the house.I am in process of retrieving documents they sent me. 
Regards,
[redacted]