ComplaintsforKeller Williams Realty

Real Estate

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Initial Complaint
05/08/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
This complaint is regarding to one of Keller Williams realtors gave us a misleading info, or fraud. My husband, a veteran, and I closed our first home on April 10 2023. ********************* and ***************, a married couples, work as a team and they were our agent. Before we started my buying process with them, *** messaged me that if I chose to go with their referral loan officer name *********************, her team would give us back $2500. If it wasnt was that reason, I wouldnt know who Bosco is or choose to go with *****. Days after the closing date of April 10, I hadnt heard *** or ****** mentioned anythinf about sending us $2500. I couldnt wait any longer so I messaged ****** asking if the $2500 was still on its way to us. He sent me a screenshot of his ******** showing the promotion was expired in January but he can give us $1000 out of his pocket. I asked why there is this last minute changing without informing me, I knew about this $2500 from ***, his wife, not from his ******** or anyones ******** or advertisement websites, Tam messages me the info before we began the process. I sent ****** a screenshot of Tams message, she did not and never mention anything to any promotion or it would be expire in January. They called me and I had to have it recorded after everything happened. After 50 mins, they both admitted that they forgot to mention about the expiration in January but they still wouldnot honor what they said, and that messaging is not a proper way to communicate so whatever his wife, ***, texted me about $2500 wouldnt count and theres nothing I can do to make them give me $2500. This is misleading info and to me, this is fraud. Keller Williams is a big real estate company and I trust their brand name. Leading me to go with their referral loan officer so they can make more money and now when everything is settled, they decided not to keep their words even though I have screenshots showing all their messages? thats not how it should work.
Initial Complaint
04/11/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Keller Williams has texted me, called and emailed me numerous times. Each time I ask them to remove my information. They keep telling me they will. Yet I still receive phone calls from them. I need my information removed from all Keller Williams affiliated ********s. I received a call from Keller Williams in **** at 9:21am on 4/10/23. (832-463-1237). She told me she would remove my phone number. When I asked for her details on her address at her **** ******** so I could document it, she hung up on me. This has been going on for over a week now and I need Keller Williams to remove all information they have associated with my phone number and name.
Business response
04/19/2023
Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to ** and to the success of our company. For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zipcode. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (****) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, **** does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group. We wish you all success in resolving this situation.
Customer response
04/19/2023
Complaint: 19916554

I am rejecting this response because: I shouldn't have to go to their website to take me off a DO-NOT CALL list. They told me they would stop calling yet someone from different Keller Williams offices keeps calling.

Regards,

***************************
Initial Complaint
01/20/2023
Complaint Type:
Product Issues
Status:
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.
We listed our home with Keller Williams in ********** **. *********************** was our agent. During a showing over a two month period we realized that some jewelry was stolen and a can of gold coins. A diamond cluster ring .a amethyst ring and a gold braclet. Around ****** in coins in the can. We called ***************** broker for ****** and he said he was not responsible for our loss. *** showed no compassion that our jewelry and coins had gotten stolen during one of the showings of our home.
Business response
01/20/2023
Hello ****,

Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to us and to the success of our company.

For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zipcode. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website. You will reach out to the market center leadership team of *************************** Greenville ********************* as well as the corporate regional leadership team of the Carolinas region.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.

We wish you all success in resolving this situation as quickly as possible.

All the best,
The KW Complaints TeamTell us why here...
Customer response
01/23/2023
Complaint: 18834003

I am rejecting this response because: we accept the apoligy but in regards to our jewelry and coins that was stolen during a showing of our home in ******** ** we feel KW should have insurance that would cover our loss . We were out of the house during the showings ,someone with KW needs to assume the responsibility of our loss. A apology is not enough.

Regards,

***********************
Business response
01/24/2023
Hello ****,

Thank you for contacting Keller Williams Realty International. Again, I sincerely apologize for this experience.

For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zipcode. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website. the agent's market center leadership team will be able to work with you directly to resolve this situation.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.
We wish you all success in resolving this situation.

All the best,
The KW Complaints Team
Initial Complaint
12/16/2022
Complaint Type:
Service or Repair Issues
Status:
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.
After my agents broke contract leaving me to deal with repairs Keller Williams has been unresponsive. For eleven months I have dealt with water intrusion, black mold and other health- threatening issues. The VA ************* Office told me that Keller Williams has a fund and attorneys to remedy situations such as mine in which a 1st time buyer is taken advantage of. I have everything in writing but have not found an attorney of color to represent me. I am a 100% disabled veteran with PTSD on the path BACK to homelessness due to these greedy racist crooks. All of my complaints have gone no where but I won't stop trying.
Business response
12/19/2022
Hello,

Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to us and to the success of our company. For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zipcode. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.
We wish you all success in resolving this situation.

All the best,
******************
KWRI Technical Support Rep
DocuSign & Opportunities Subject Matter Expert
Initial Complaint
12/15/2022
Complaint Type:
Product Issues
Status:
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.
I began the process of purchasing a home based on the lenders recommendations, that was given to me by the realtor representing Keller Williams. They both misrepresented the agreement to serve their own betterment, regardless of what truly happened, trying their best to do what's in my best interest. The purchase was on the contingency of selling my home in *****. I paid a $2500 deposit on the home, $650 for the inspection and $600 for the appraisal. My home in ***** has not sold, yet they misinformed what I would be paying for insurance. For these two reasons, I decided not to purchase the home. The realtor company has decided to keep my $2500 dollar deposit and give it to the owners of the home, even though it states in my contract that I would get my deposit back if my home didn't sell. This is not fair, not right and should be illegal dealings from this organization.
Business response
12/19/2022
Hello,

Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to us and to the success of our company. For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zip code. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.
We wish you all success in resolving this situation.

All the best,
******************
-KWRI Technical Support Rep
Customer response
12/20/2022
Complaint: 18574625

I am rejecting this response because: I was working with a realtor who should of had my best interest in mind and she did not. This clitch on her part cost me $2500, when she should have warned me and advise me what to do and she failed me. I would like my $2500 dollars in escrow money back.

Regards,

*******************
Business response
01/30/2023
Hello ****,

Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to us and to the success of our company. For further escalation, please forward this message to the *********************** where the agent is associated. You can find the office by going to KW.com, then scroll down to Guidance at every step. Click the Find an office tab. Search by your city or zipcode. From here a map will populate with little red bubbles with KW in them to show where offices are located. Click on any of these red bubbles to access the offices website.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.

Please reach out to us directly at ***************** if you have any additional questions. We wish you all success in resolving this situation as quickly as possible.

All the best,
The KW Complaints TeamTell us why here...
Customer response
01/31/2023
Complaint: 18574625

I am rejecting this response because: Nothing was resolved. They have sent the same crappy response as before. Auto generated.

Regards,

*******************
Initial Complaint
12/05/2022
Complaint Type:
Product Issues
Status:
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.
The purchase of the home was May 2022 by an agent employed by Keller Williams Reality in ********, **.I contacted the Agent on several occasions. I contacted the Team Lead, The Broker, and the Listing agent. I was told to *** the seller by the company. I was told to *** the agent as well by the Broker and Listing agent.The 1st bedroom ceiling fell in due to leaking before we moved in immediately after closing. The seller disclosed there was a leak but it was fixed.Floors were badly damaged by the agent and the seller did not disclose how bad. We had to replace the flooring before we moved in.The inspection and appraisal said we had A/C and after several technicians came it was discovered we do not have A/C. There was an A/C compressor and thermostat, but the unit was not connected. The wires to connect the compressor and the thermostat were cut, we were told. We have a hot tub and I expressed to the agent that the hot tub is one of the main reasons we wanted to purchase the house, and to assure us it worked. The seller stated that the hot tub was "tripping" and that he was getting a technician to fix it before we moved in. While we were getting A/C installed (because we do not have it although the contract and disclosure said we had A/C. The tech that installed the A/C discovered the hot tub was not connected properly, and could have caused a house fire. It was not connected using the right wiring. It was not up to code. Presently, the hot tub needs to get rewired and connected properly. The cost to rewire the hot-tub is $3-4000.00. There were a lot of cover *** that could not be discovered without spending a great deal of time in the house or without living in the house. For example, we only discovered we did not have A/C because it was an extremely hot day. If they had disclosed we did not have A/C, we would have accepted it and been fine with it, but because we were told we had it it became an exhausting project to find out what was wrong with it and how to proceed with repairing or replacing it. We ended up replacing the A/C for $12000.00. The ceiling for close to $5000.00 but our home owners insurance paid us $2500.00. The flooring was $9000.00.I contacted everyone involved in the sale from Keller Williams Realty. I contacted the agent, broker, team lead, and seller. They are all aware of what is going on, and they have each passed me on to someone else to take the blame. Yet no one is taking the blame. Per the Listing agent the seller says the A/C was working before he sold it to us. If this is true, who hooked up the hot tub incorrectly? He stated he was having a technician come to repair it, so he knew there was an is***. They advised me to contact the warranty company...A warranty company was secured and paid for but they have denied every claim. The warranty companies state the repairs were/are preexisting.
Business response
12/06/2022
Hello there,
Thank you for contacting Keller Williams Realty International. I sincerely apologize for this experience. Your feedback is extremely important to us and to the success of our company. For further assistance, please forward this message to the Regional Operating Principal & Regional Director who will handle this at the regional level. I was able to locate the leadership of this ************* in our internal database and with the Danville *************. The Regional Operating Principal of that branch, *********************, can be reached directly by email at ***************** or by phone at ************. The Regional Director of that branch, ***********************, can be reached directly by email at ****************** or by phone at ************.

While we are deeply concerned and sympathetic to your situation, Keller Williams Realty **** (KWRI) is a franchiser that sells the rights to use its trademarks and systems to qualified individuals and has no authority over the manner in which a ************* handles its disputes in matters such as these. Additionally, KWRI does not own or operate any Keller Williams Offices. Each individual office is independently owned and operated through a separate entity and by a different ownership group.
We wish you all success in resolving this situation.

All the best,
******************
-KWRI Technical Support Rep
-DocuSign Subject Matter Expert
-Opportunities Subject Matter Expert
Initial Complaint
09/07/2022
Complaint Type:
Customer Service Issues
Status:
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.
We closed on the new home at the end of July. As part of the closing process, our agent requested the KW agent to remove photos and videos of the property because of privacy concerns. KW agent had the photos removed from the *** listings but has kept two videos live on her ******* and Instagram pages. A month after moving in, those videos remain on KW agent' personal social media pages. KW agent asked her to take the videos down now that the home is no longer for sale and she has not acknowledged our request. We feel that we've hit a deadend and are requesting BBB assistance. The videos expose our entire floor plan, room to room layout of each entry and exit point in detail. We have been pointed to Paragraph 21 of the contract signed between Buyer and Seller states "MULTIPLE LISTING SERVICE (***). We recognize the contract terms stated in Para 21 and we are in agreement. The links to the videos in question are not within *** listing, and are on personal social media accounts that are controlled by KW's listing agent ***********************. This is beyond the terms outlined in Para 21 of our contract agreement.We explained that our family home was burglarized and we lost all of our valuables, cash and many personal items. The incident traumatized our children and left us with a heightened sense of fear that this could happen again. Considering the property is no longer available for sale, we are requesting immediate removal of the video from your agent's social media sites. This online video is causing us continued anxiety and stress.We want to avoid any future unforeseen incidents and risk to our family and property.Thank you. ********* Family *** **** Estate Agent information *** ***********************, Broker Associate Keller Williams VIP Properties, DRE#********Mobile: ************ Website: www.Laura4Homes.com Email: ****************** Artifacts in contention:https://m.youtube.com/watch?v=h2A3jjJvUuc https://www.instagram.com/tv/CfLHwmKl4nQ
Business response
09/08/2022
Hello ****,

Thank you so much for submitting your complaint to the BBB site. We truly appreciate you bringing to matter to our attention and we sincerely apologize for the negative experience.

Please direct this complaint directly to ***************** email address in order to quickly resolve your issue. They will reach out to you shortly thereafter. We look forward to hearing from you.

All the best,
The KW Complaints Team
Customer response
09/08/2022
Complaint: 17928720

I am rejecting this response because: its in adequate and does not address my concerns of family safety and privacy.

Regards,

*******************************
Business response
09/09/2022
Hi ****,

Thank you for bringing this to our attention through BBB. We sincerely apologize for this negative experience. Your feedback is extremely important to us and to the success of our company. Keller Williams Realty, Inc. (KWRI) takes these matters seriously. We would love to dive into this more, if you wouldn't mind providing this information in an email to *****************, our legal team can take a look at this and look at next steps.
Customer response
09/09/2022
Complaint: 17928720

I am rejecting this response because: this does not address my problem Keller should help us submit this information to the appropriate teams within the corporation.

Regards,

*******************************
Initial Complaint
08/17/2022
Complaint Type:
Product Issues
Status:
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.
They withheld my security deposit for an invalid reason.
Business response
08/31/2022
Hello ****,

Thank you for contacting Keller Williams Realty International. I sincerely apologize for this negative experience as well as the delay in response; I have been out of the office for the past two weeks due to extreme hours for Mega Camp 2022 in ******. We take matters like this very seriously at KWRI.

Please direct your complaint to our wonderful Complaints Team directly at ***************** for further resolution of your issue. Thank you for your time and please have a great rest of your day!

All the best,
Keller Williams Realty International
Initial Complaint
07/13/2022
Complaint Type:
Sales and Advertising Issues
Status:
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.
I requested to be released from a real estate purchase of a multi - family property located at *****************************************************************. I submitted a $2,500 ******* money deposit for what was advertised as a Duplex or Multi family property by Keller Williams (relator) ***************** and (seller) *****************************. I paid for home inspection on June 1, 2022, which was completed. The home inspection uncovered six major defects with the property. The seller Avinash and I then went into negotiations about the repairs that need to be completed for the acquisition of the property. ***************** (Keller Williams Realtor) represented both the seller and buyer (me) as dual agent in the real estate agreement. During the due diligence process I called the ****************** to verify if permits were pulled for the repairs being done at the ***********************************************************. I discovered the repairs were done without permits and the house was zoned 26R-2 which is residential not Multi family. According to my preapproval from ***** **** I was approved for Multi family two or more units up to $400,000. This property was falsely advertised as a Multi family, and this will violate my financing contingency because this is a single-family home. Furthermore, the listing details did not provide any instructions or information about the new owner needing to obtain a variance for the property.
Business response
07/13/2022
Hello ****,
Thank you reaching out to the BBB site. I sincerely apologize for this negative experience.Your feedback is extremely important to us and to the success of our company.

Keller Williams Realty, Inc. (KWRI) takes these matters seriously. As a franchisor, we are precluded from interfering with the day-to-day management of the individual Market Centers or their agents because each Keller Williams office is independently owned and operated.
In order to properly escalate your complaint, please reach out to our KW Complaints Team directly at ****************** They will ensure that your complaint is handled by the proper party.

All the best,
The KW Complaints Team
Initial Complaint
05/31/2022
Complaint Type:
Delivery Issues
Status:
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.
in 2020 I purchased a home from an agent of keller williams in ****************. The agent refused to stop mailing me flyers and papers. The entire office has refused repeatedly to take me off their mailing lists. The agent is one of their top people and I am pretty sure they screwed up every step of the way. I was moved in and had my house insured while they were trying to figure out the paperwork on their end, despite it all paperwork being handed to them beforehand. This agent also dropped me on a trainee the moment they had the sale started so they could go start other sales. I would like someone else to pressure them to take me off their lists and leave me alone. I would also like the business practices of this agent evaluated. I felt uncomfortable with how this agent screwed up single terminology and how the miscommunications had to get handled one on one between myself and the previous owner because the agent didn't do the paperwork they were paid for. I have tried asking on multiple platforms to be removed from their lists, Other people in my house have tried to have them stop bothering us. No matter what I do I keep getting unwanted and now harassing solicitations. Please help me
Business response
06/02/2022
Hello ****,

Thank you for your message to the BBB. For further resolution with the Keller Williams Complaints Team, please forward your message to ***************** so we can resolve this complaint in our system. We look forward to hearing from you.

All the best,
The KW Complaints Team

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