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It most certainly is worth going up the food chain. You are not off base. It will either get them to clean up their act or save someone in the future from having to deal with the same thing. You file against both. The broker is responsible for the behavior of their sales associates.
We have averaged about 2 showings a week, which is good in the current market. The first mistake was listing the sq footage incorrectly, twice. The we lowered the price and removed seller paid closing cost. She lowered the price on mls but didn't remove the seller paid closing cost. She has let our box run out of brochures even though we gave her 2 days notice we were running low, etc, etc. The lastest mistake was listing us on homes.com. We are listed 3 times, which sounds great, more exposure. But each listing is different, with a different price, different incentives, it looks ridiculous. When we ask her to take care of correcting it, she said it wasn't her problem. I had to get the number to customer service myself.
that site is not a very reliable site. unlike realtor.com they don't pull the mls data every 24 hours which makes it unreliable for accurate information. Not defending your agent but if she doesn't have the enhanced version on homes (just the free offering) it's not in her control. oh and i'd also go speak to the broker (who is your agent to tell you that you cannot speak to the broker - that would make me want to camp out in front of the broker's car just to talk to him/her). LOL!
A few days? No Way!!! No Broker should be too busy to speak with you yesterday!!!! This is his/her reputation on the line. Bad rep, bad business. S/he should be on the phone with you immediately trying to "save" the situation and make it right. Service is all about the customer and yes, the customer is always right.
Just heard from the BIC. He is taking over the listing. We are pleased that we will not have to deal with the agent anymore as we have completely lost confidence in her. The only regret is that, not once in our conversation with the BIC did he express an interest in our satisfaction as customers but rather why did it matter since we only had 3 weeks left on our contract. I guess true customer service is dead, and we should be thankful we got any resolution at all.
Carolina,
Had the bic apologized I wouldn't be saying this but I would still (more than ever) file a complaint with the board and any other regulating agency who'd listen. BIC obviously doesn't care about you or his rep so I'd be inclined to give him a little cosmic karma as it were......
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