Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for your response.I was referred to Lofty CRM by a broker who highly recommended the system and frequently mentioned its use in her business. I reached out to request more information and had a great experience with ***** ******. However, the onboarding process lacked the enthusiasm of our initial conversation with *****.I was surprised by the time it took to set up the website, as I had tested other systems that were active within days. I received the onboarding emails, watched the recommended videos, and followed the instructions to set up my domain. Despite this, I encountered several support tickets that provided further context into the confusing ************ are some of the issues I faced:1. I received the *** permission request from *** Support and responded by asking how to complete the form. I received a response that didnt provide guidance on completing it correctly. I figured it out and submitted the form on July 2, ******. I didnt receive any acknowledgment of the signed form, so I reached out to ask. No response confirmed that the document was even received.3. I received several notifications from Lofty stating that the form was with *** and that it was their responsibility to return it to me. By Friday, July 11th, I contacted the *** board myself and confirmed that they were not in receipt of a MLS from Lofty. I resent the form to my MLS and included your MLS_support email.4. I encountered an error on my dashboard and asked how to fix it. ******* responded that the issue would be resolved when my site is active. I received another email from Lofty support stating that everything was set up correctly. However, I received a response days later stating that the setup was incorrect and that I needed to follow the guide to fix it. I spent another hour on Friday evening trying to work with the provided guide and GoDaddy to fix the issue, but I couldnt find the Lofty TXT, MX, or CNAME DNS codes to correct the email.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Lofty customer since 2007. Over the years, their customer service has consistently been poorcharacterized by delayed or missing responses, untrained support staff, and a general lack of accountability. While I believe this long-standing pattern reflects a broader breach of their service obligations, the current issue is more urgent and *********** late April 2025, I submitted a formal written request for a full export of my ********* as clearly permitted under Section 8 of Loftys own Terms of Use. This request included note history, task history, property search criteria, and matched property records for all leads and transactions. Despite multiple follow-upsincluding a formal reiteration of my request on May 26, 2025and a clear deadline for both acknowledgment and data delivery, I have received no response whatsoever.Lofty is now attempting to withhold this data unless I pay additional fees, even though their Terms explicitly state that such exports must be provided at no additional hourly charge within 90 days of cancellation. My subscription is set to terminate on May 31, 2025, and as of today, May 29, I have neither received my data nor confirmation of my number transfer request via *******This is a clear violation of Loftys contractual obligations, and I am requesting immediate assistance to compel their compliance before further regulatory action becomes necessary.I have supporting docs dating back to 2017 if necessary.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just opened my brokerage and was evaluating CRM and transaction management software solutions for real estate. Lofty came up. I talked to a sales person and decided to move forward with a paid subscription. After 4 months of not using the program, I decided to cancel my subscription. I emailed Lofty Support in October 2024 and they never responded. I emailed again in February 2025 and they finally responded with steps to go into the **************** online and select cancel services. Now is where it gets sticky. Lofty will not end your subscription until you have an exit interview with them. But they won't call you or email you. If you ask support for help, they just tell you to go online and cancel again. I've been billed for 6 months after initiating my first cancellation. I reached out to my credit card and reported fraud and now I have to cancel my credit card in order for the fraudulent charges to stop. Why can't I cancel my subscription?!?! Buyer beware. Once you start, you can't cancel.

  Business Response

  Date: 04/04/2025

  Hi *****, 

  I was reviewing this complaint and wanted to respond. It seems like you've had trouble cancelling with Lofty and I wanted to see how I could help.

  Our records show that you cancelled in February. I see you made a claim about reaching out to Cancel in October, but I don't see that request in our system. Part of the reason why we request that client cancel using the *** is so that you see the remainder of your contract information before moving on to cancel. We also want to have clients get connected with **************** so that we can learn about the reason for your cancellation, provide details about your account and how to collect what you need or export leads, and see if there is anything we can do to help retain your business. It looks like someone reached out, and wasn't able to connect with you. In addition, despite your contract terms, we were allowing you to cancel with a final payment in March, per our terms of use (*************************************************************************).

  As I look at your account, I do see you were charged in April, so I'll work with our finance team to see if we can refund that amount to your card on file.

  All the best,

  *****

   

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began working with Lofty for a website/CRM solution late last year under a 12-month agreement. During the pre-contract consultations, several features were presented as included in the service, but after signing, we discovered that many of these were actually paid add-ons. The range of additional costs seems limitless, and while I understand optional upgrades, some of these features were explicitly stated as included but were not.I raised this issue with our salesperson, who attempted to address it, but the resolution was inadequate. Since then, *** encountered multiple service-related issues, and the customer support experience has been consistently pooroften failing to resolve problems at all. While I know others who have had positive experiences with the company, our experience has been frustrating and unnecessarily difficult.Most recently, I faced an issue where property alerts sent to my clients were redirecting to a subdomain that I was prompted to set up. However, in order to use this subdomain with an IDX feed, I was informed that yet another add-on purchase was required. When I contacted support, they insisted on a meeting instead of addressing the issue via email. I scheduled and attended the meeting, but after waiting for five minutes with no representative showing up, I left. The next day, they rescheduled the meeting without informing me in advance, then later told me I had missed it. This was despite my prior email explaining that I had waited in the initial meeting room as scheduled.We are paying nearly $500 per month for this service, and if we werent locked into a 12-month contract, I would have canceled multiple times by now. The misrepresentation of included features, combined with ineffective customer support, has made this a frustrating and disappointing experience. I am seeking a resolution to these issues, ideally without further unexpected charges.

  Business Response

  Date: 03/19/2025

  Hi ******,

  Thank you for bringing your concerns to our attention. I understand that your experience with Lofty has been challenging, and this is certainly not the level of service we strive to provide. I am committed to resolving any support-related issues you have encountered.

  Upon reviewing your account, I don't see any currently open issues, but I do notice a history of concerns regarding your sites, which we know are crucial for our customers. Additionally, I see a few of our agents had difficulty connecting with you despite several attempts.

  Please reach out to me directly at ************************************************************************** so we can work together to ensure your system meets your needs, allowing you to focus on your business rather than the system.

  Best regards,
  ***** *****

  Manager, Product Support

• Initial Complaint

  Date:02/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this company and they told me they could do everything that I asked and literally in the 1st 2 weeks we learned they could not do what I needed and they made steps to remedy that and got some of it fixed but not all. I told them I want to cancel then. Now the 6 months goes by that I had to pay for and then they got me in an automatic renewal and keep charging me. I have documents to prove all this along with my web developer that was on the calls with us via zoom and he can verify this also.

  Business Response

  Date: 03/03/2025

  After consultation with our *********************** team and a review of his account, Mr. ****** was officially and successfully cancelled from this account on February 28, 2025

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delete my personal data associated with this email and phone number! ******* ******** from Twin Bridge real estate is playing games with me!

• Initial Complaint

  Date:08/22/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Lofty for a CRM and website subscription. I worked with a quite persistent sales person named *****, but because I was not familiar with the service they offered, I agreed to sign up only with the inclusion of an addendum stating that, if I chose to downgrade to a basic package ($99 + $15 per user/month), I could do so at any time. Well, I immediately recognized that the service I was paying for ($500 + $25 per user/month) was not effective and decided to downgrade immediately. I communicated this to my salesperson *****, and he confirmed the downgrade would be effective immediately, yet month after month (with me reminding him month after month) I was charged $551. I contacted ***** every single month to let him know. He apologized and did nothing to address the issue. I contacted support and they also did nothing to rectify the situation. Finally, out of exasperation, I called my credit card company to block the monthly payments. And of course now Lofty is prompt in contacting me about being in breach of contract. It's ironic they all of a sudden care about the agreement, as they have been in breach themselves for months and months, oversharing me by thousands of dollars. *****, my salesperson, no longer works for the company, and the person threatening me with legal action has no knowledge of the previous services offered and that were agreed to. I have all the communication with Lofty and their salesperson to dismiss their legal threats, but I am extremely irritated that they not only owe me thousands of dollars in refunds, but they are also threatening legal action. Stay away from this company!

• Initial Complaint

  Date:07/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lofty canceled my brokers subscription service while on a call with them diving into their software. After fact finding with the company and diving into their lead generation process. They decided to cut access off for his agents and severed their company contract...... HOWEVER I AM STILL BEING CHARGED FOR SERVICE AND CANNOT ACCESS MY CONTACTS THAT I AM OWED BACK OR EXPORTED A FILE FOR. I WANT MY CONTACTS AND A REFUND FOR SERVICE

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 22 I had a 30 minute phone call with a salesperson about Lofty. The person lied to me about Lofty and about what it could do for my business. He also said that it could be cancelled anytime. Based on that conversation, I signed up for Lofty on that phone call. It became clear within 24 hours that Lofty had lied to me, so on May 24 I requested a full refund and cancellation. Lofty initially ignored my emails. Then only after I threatened to file with the BBB they told me to schedule a call with them. They then sent a meeting link that did not work and threatened me with saying I had entered into a binding non-cancellable contract. I did not use Lofty services. I signed up and cancelled within 48 hours. Lofty has been dishonest and unscrupulous and even had the gall to send me additional bills for services that I never requested or received. I am requesting a full refund and cancellation of Lofty.

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 10th I entered into an agreement with Lofty to take over my website and provide me with CRM tools based on my conversation with ********* who assured me several times on our call that Lofty could import all my current clients and their home searches, which would then be sent to them daily from lofty rather than y current system. I asked specifically if the could import the searches that are based on locations or specific information and he told me yes. He said there was a fee of ****** for first ****** leads but that it could be done and they do it all the time. Upon onboarding I was connected with ******, my onboarding specialist and and I initiated the process of getting my clients imported. During this time I was no longer sending them searches from my old system as it had to be disconnected when Lofty we set up around April 13th. ****** had all the details, so I thought and began working on this on April 22nd. Then on May 1st a new onboarding specialist reached out, he was taking over my account. I asked him about the impot and he began to work on it. On May 28th we discovered that Lofty could not in fact impot my leads. In order to import the leads I would have to hire a third party at the cost of $2******. Lofty acknowledged they made a mistake and made it sound like they would absorb this cost, however they then stopped responding to me. As of today I have incurred months of lost business since my systems have been down since April 13th (over 60 days) and I have no resolution from Lofty. I would like to be released from this contract that I entered into under false pretense and misinformation, and refunded for any and all payments I have made to this company as they have waisted my time and cost me thousands in lost business.