ComplaintsforLong & Foster Companies, Inc

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So I a Section 8 Voucher holder. I have been searching for a place to move. I was connected to an agent about a home for rent. Tanavia. She took me to see a home that had for rent sign with Listing Agent. *****************************. She inquired that I should immediately apply. After paying multiple of application fees and getting denied. I struggled to get the money to pay application fee of $165. I was able to secure the funds. That same day. Jan 16, 2023. I waited to hear something back.. I was told should not be long as I was the only applicant and the house had been in the Market for rent over 100 days. I texted the agent I worked with ******* on Jan 18th. She said that she hadn't heard back since submitting my application. On Monday said that Landlord did not approve my application. I asked why and she said she did not know. I contacted the listing Agent ****** for an answer. He replied he was not aware that the Owners were not accepting applications. I requested my money back for applying. Application fees are for homes that are accepting and open to sell or rent. The Home is still listed for Rent. He said that ******* should have told me it was not. I contacted the main office to report this and they referred me back to him. Again I am a low income resident who has a section 8 voucher. The listing said Vouchers Welcomed. I have been hustled out of my money that was hard for me to get and give.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Realtors with Long and Foster entered my apartment, they destroyed an irreplaceable piece of sentimental personal property- did not even bother to leave a note or explanation or offer to make amends but rather left me to come home to find the piece given to me by my father before he passed away seriously damaged and unable to be repaired. Do not let the *********s enter your apartment for any reason!

  Business response

  02/13/2023

  We truly apologize for this situation. I understand it is an important keepsake and we did not intend to make light of the situation or hide the fact it was broken during a showing.  We would like to make this right. Please let us know how this item can be repaired.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was renting my property out through them. Now my tenants have moved out. I asked for estimates on the work that needed to be done. Once given the estimates for the tenant responsibility and mine. I told them to proceed with fixing the tenants and for my part I would put funds into my portal to pay for carpeting and cleaning. The funds set in the account for 2 weeks no work being performed so then I called my manager and told her that since the work has not been started I had paid for a pest control so any work could be done after my property had been treated. After my property was treated I thought about it and decided that I know longer wanted the carpeting I informed her on Thursday when she stated that the carpet had already been cut but I doesn't make any sense because no one reached out so that I could pick a color. Since that last phone call I have not been able to get in contact with anyone and my money is still sitting in a portal a lock box on my door and as of Tuesday no work has been performed or any details have been given to m3 about anything.

  Business response

  12/20/2022

  Thank you for your message. We have been in contact with this customer and the situation has been resolved. The work has been completed and the customer has been contacted with the completion information. Customer has indicated that no further action is necessary. 

• Initial Complaint

  06/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend, roommate and I all set up a tour of a property through Long and Foster Realty with a Mr.Terry M*************. He told my roommate the time for the tour would be 12 and implied that there was a lock box meaning it would be a self tour, we arrived later that expected (around 1240) due to traffic but assumed it wouldn't be a problem since Terry had not tried to contact us and that it was a self tour. Once there we called to get the pin and Terry then told us that he had to be there to let us in and that he was supposed to walk us around. We asked if he was still in the area to see if he was still willing to show the property and he said no that he was now in virginia beach and offered for us to call the office. Upon calling the office a young man named Eugene answered and had no knowledge of anything and just informed us that he was the answering service. Eugene said he would leave a message for another agent and have them call us back. A little later a unknown man called us back with a horrible and unprofessional attitude. We tried explaining the situation to him and he continued to be rude. He began asking who Terry was and yelling at us not to speak over him when we answered his questions. Later he had mentioned that him and Terry worked side by side. He said he didnt know what the property was and that hes never heard of it. After he started catching an attitude raised his voice and basically told me to stop talking. After i called terry back he answered the phone saying "Yes *******" with an attitude. That was extremely unprofessional and uncalled for. We began to ask what was going on and why we kept going in circles, and he continued to get smart and make slick remarks. He kept referring to the time that we were supposed to show up although he apologized for the miscommunication and the inconvenience, stating that he wasnt unprofessional for the way that he spoke to us on the phone and that quote "some people just dont wanna come out there to show you"

  Business response

  07/05/2022

  I am sorry that you did not have a pleasant experience.Our agents schedule their own appointments and sometimes are on a strict schedule, showing homes to multiple customers. 
  
  Please dont hesitate to contact the local Long &Foster manager for further assistance in viewing a home you are interested in.
  

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a condo in Ocean View DE and secured an insurance policy from Long & Foster Insurance. I sold that condo on 10/28/2021 and have been attempting to get a refund of the unused policy. All I get is a run around every time I call the

  Business response

  03/07/2022

  *******************,
  
  Thank you for bringing this to our attention.  We have resolved the issue with the insurance carrier regarding your refund.  The check is being processed today and will be overnighted to you immediately.  Thank you for escalating your concern and we apologize for the inconvenience and delay.
  
  Long & Foster Insurance

  Customer response

  03/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing a complaint against Judith "Judi" C****** of Long & Foster Real Estate and ************************ Real Estate for an incident which occurred over the last several days in regards to an apartment rental listing. On Friday, February 4, 2022, my brother ************************* visited the apartment located at ******************************, Apt *, Washington, DC ****** and met Ms. C********** for a tour of the property. Since I am currently located in Nashville, TN, my brother called me on ******** for a virtual tour. During the tour, Ms. C******** confirmed that we were the first to view the apartment and said, "the place is yours if you want it." I received an Application Form later that evening by email. I filled out the form, scanned it, and returned it to Ms. C*********** the next morning, February 5, 2022.On Monday, February 7, 2022, Ms. C******* notified me that I was the second applicant and that she was unable to lease the property to me. After calling her office number, she confirmed that my application info (i.e. background check) "looked great" and that she apologized for having to rent the apartment to another applicant. She refused to acknowledge her behavior as dishonest.I am seeking a resolution in the form of formal communication from Ms. C**********'s employer, Long & Foster Real Estate, so that I may speak with their team about the conduct and consequences of such actions.

  Business response

  02/17/2022

  On February 4 2022 I had two appointments to show my property for rent. Two people were interested. A woman contacted me on Feb1 and a man contacted me on Feb. 3.The first time I could show the apartment due to the tenants schedule was Feb 4.The brother of the person who would occupy the apartment came in his brothers stead as the proposed tenant was out of town. The woman came. They both viewed the apartment, the woman in person and the out of town brother on camera. Both liked it. Both were given applications. I told them that I would let them know Monday after I had the opportunity to check their references. They were both very qualified so I did what I always have done when I have more than one qualified interested party.  I chose the person who came first.  

  Customer response

  02/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 
  

  If the agent's policy is to "choose the person who came first", then she would have chosen my application. I saw the apartment before the second applicant. Of greater concern however, the agent made a verbal promise over ******** that the apartment was "mine if I wanted it". She made no mention of the second applicant. I would appreciate a formal acknowledgment of this misleading behavior.
  
  Regards,
  
  *******************************

  Business response

  02/25/2022

  The landlord makes the final decision. We are sorry it did not work out. We wish you the best.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I asked for a contract to be written on a property in Delaware, with financing contingent and coming in October. I spoke to both ******** ****** and ********* ******* of Long and Foster, and they both refused to write a contract. Someone else made a contract, and it fell through, so I asked once again for them to file a contract since it was once again available, and they refused again, cause me to lose a chance of obtaining this property. *** also guaranteed me to get financing, but they did nothing. I filed against Long and Foster once before, and they had their chance to make this right, but didn't. Either they should be forced to write a contract, pay themselves for the property to be given to me, or lose their right to sell property. Maybe this place wasn't enough commission for them to worry about it, but they took my rights away. Can you help correct this? My phone number is ************ and my email is ********************** Thank You

  Business response

  09/24/2021

  Thank you for the opportunity to respond to this complaint. Long & Foster does not have an agency relationship with *** *******. He would not produce a letter from the bank indicating that he was pre-approved. 

  ****** ***** will not submit an offer without financial qualifications.  In addition, *** ****** sent *** ****** a threatening email. He will not work with someone that threatens him.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December of 2020 I met with Associate Broker, ***************************************, placed an offer on a property at ****************Sanford VA.******. ******************** notified me my offer was accepted and I was to send good faith deposit, via ********************** At a cost of almost $15.00 I sent a check to Long and Foster in the amount of $5,000. My bank records indicate Long and Foster cashed that check on December 18, 2020.In mid March 2021 I was informed by my attorney that there were issues with the deed and property seller's ability to provide documentation to assure I would receive a clear title. He indicated the issues should be able to be resolved with a little more time. On June 15, 2021, I exercised my right to withdraw from the contract and was told by ******************** that it could be 10 days to get my 5,000.For some reason they waited until June 22 to request an address verification. which I provided, July 8 was told it would be overnighted to me and at this time I have yet to see it

  Business response

  07/24/2021

  We aresorry for the inconvenience, but EMD has now been returned to ******************. 

  Customer response

  08/02/2021

  I was never given anything to respond too. If there are questions I will be glad to answer. Not even sure why I got this email with no content,

• Initial Complaint

  06/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 16, 2021:My boyfriend and I (whom are both looking to relocate to the Fredericksburg area) were looking on ****** and found a home listed in Stafford for 1400/month- more reasonable than many of the apartments in the area! We clicked directly on the ****** link for the phone number, which sent me to the Fred. area Long and Foster office.They took my info and had local agent call back-We confirmed the home, and requested an application. Later when reviewing the link to the home she attached to the application link (via email) we noticed the interior pictures of the house were the same, as was the address, but the exterior was completely different than what was listed, and it was a townhouse- not at all what we thought we were getting. After asking the agent, she scoffed and told us essentially we should have paid more attention, and that no one would ever think a house "that nice" would only be 1400/month in Stafford. Only option given as apply for other homes. we want refund

  Business response

  07/02/2021

  ********* ********** called the ***************** Office to inquire about ***************, Stafford, VA, and she was referred to an agent by the Branch Administrator. The agent spoke with******* and scheduled a tour of the property for Friday, June 18, 2021, at11:00 AM and sent her the link from the Long &Foster website containing the correct photos which showed that it was a townhouse.  ******* and a co-applicant applied for the property through the Long & Foster online application system. This was done by the applicants without having seen the property. After submitting the application, they realized that the listing they had seen on ****** had the wrong photos and that ** *** ***** was a townhouse. ******* then cancelled the appointment with our agent, indicating that the reason was that it was not the same property they had seen on ******. Our agent was not aware of the discrepancy between the ****** listing photos and the actual listing.
  
  When ******* cancelled the appointment because of the discrepancy, our agent explained that she wasn't aware of the discrepancy with the photos, didn't know why the photos were not correct on the ****** site and that she would let the listing agent know about the problem. She further explained that the application fees could be transferred to another Long & Foster listing for up to one month. Our agent also gave ******* the phone number and address of the Fredericksburg office to assist her and the co-applicant in finding a rental because that office was closer to the area they were interested in. Our agent is adamant that she never "scoffed" or told ******* to "pay more attention" next time. She did say to ******* that based on the ****** photos, a single family home in that area would rent for more than $1400 a month. ******* never requested a refund and if she had, our agent would have contacted management to ask if the fees could be reimbursed.  ******* subsequently called our agent to inquire about a ******** ****** listing asking if the application fees could be transferred to that listing. Our agent explained that because it was a ******** ****** listing, the fees could not be transferred and she did not have any further communication with ******* or the co-applicant.

  L&F will be reimbursing the fees to *** ***********.

  Customer response

  07/04/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  You are correct- you did inform me of other L&F properties and advised us to look at them. Hover, everyone we liked that was on your site, were not your properties and the agent refused to actually tell us where to look. It was on our site even after I explained the ones we sent her that we liked from the site were not theirs. They made no effort to repair for the discrepancy in postings, as it was the same photos and address listed in ****** and I let the office I called know that when I reached out. I am not responsible for them not posting correct information and photos online. Much less the disrespect & condescension we received- undoubtedly due to us being young. Posting and advertising one thing for it to be another is fraud. 
  
  Regards,
  
  ******** ***********
  
  
  
  
  
  
  

• Initial Complaint

  05/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am currently under contract on a property with one of the realtors at long and foster her name is Silvana D*** she has subsequently changed the status of the property from under contract to active without first releasing me client from the contract.

  Business response

  05/27/2021

  *** ****** told the agent involved that he has withdrawn his complaint. Please confirm. Thank you!

  Customer response

  05/29/2021

  ---------- Forwarded message ---------
  From: **** ****** <*******@*********.***>
  Date: Thu, May 27, 2021 at 12:53 AM
  Subject: Better business claim against long and foster
  To: <[email protected]>
  

  
  

  Hello My name is **** ****** i currently have a better business claim pending with long and foster my email is *************@*****.com  Silvana D*** the agent that changed the listing without first getting the proper documentation has since updated the listing correctly and at this time i do not wish to pursue the open BBB claim against her brokerage because we are working it out and pushing towards closing the transaction as originally contracted.  

*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. ↩