Agent or Broker Firm
I think most agents would agree it's the agent the buyer or seller needs to interview and hire and not so much the firm. I heard several times the past year I am not using such and such firm because when I purchased my house I ran into this issue or that issue and they wouldn't stand behind me at all. Buyers and sellers need to understand they are hiring an independent contractor when they hire an agent and the broker firm in many cases has a tool box of tools available for the independent contractor to use in support of their client. Some brokerage firms have more tools than others. In the end it's a matter of how well the agent uses the tools made available through the brokerage firm or how well the agent seeks out the tools on their own and utilizes those tools to service the client. If the buyer or seller gets into a bind the firm isn't going to do much if anything other than point the agent and client into a specific direction. The agent and the client will need to utilize their own resources to resolve any issue. The client will then determine if they are going to use that agent again in the future base on how they responded to a given issue.
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