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The Lock Box Does NOT Give You License to Violate Showing Instructions!

By
Real Estate Agent with Alain Pinel Realtors

This is an official rant to less-than-professional Realtors:  A lock box does NOT give you license to violate showing instructions!

The ease with which a Realtor can show a home has a direct correlation to how often the home is actually shown.  I get that.  But there ARE situations where "leave message and go" isn't appropriate. The seller may have small children at home, work from home, have a physical handicap that requires a little extra time to leave the home for a showing (or a host of other issues). 

Lock box

The first less-than-professional situation occurred with an out-of-town Realtor who GAVE HIS LOCK BOX KEY TO HIS BUYER (a personal friend).  Of course, the friend didn't have access to the MLS so he didn't know the Showing Instructions and just let himself into the house.  My seller was a single-woman who worked from home.  Imagine her surprise when a strange man let himself into her house with no advance notice.  (Yes, I turned the Realtor in for the many violations that occurred in this situation AND required him to write a letter of apology to my seller).

The most recent Showing Instructions violation occurred on a listing with "24 hours notice required" and "Call Agent" on the Showing Instructions.  My seller has
Children in Chairsmall children and is having a difficult pregnancy.  I received a call from a Realtor to show the property the same day.  I called her back within 20 minutes to find out her time-frame and call the seller to determine if the less than 24 hour notice could be accommodated.  Imagine my surprise when the Realtor told me, "Oh, don't worry, we just viewed the home. We knocked on the door and no one answered so we just went in."  You did what?  Are you serious?  What if my seller was having a difficult day and chose to not answer the door?  I was appalled! (Yes, I will be writing another complaint).

Once is an anomaly, twice is a trend so I immediately drove over to another listing that has a daughter at home alone during much of the day.  I had horrible visions of someone walking in unannounced while she was in the shower!  I took the lock box OFF the front door and handed it to her with the instructions to set it out only when she gets a message that someone will be showing the home or when she leaves the house.

Let me go on record here.  If you violate Showing Instructions that say "2 hour notice required", "24 hour notice required" or "appointment required" and therefore violate my sellers' privacy and security, I will write an official letter of complaint to the Board.

Comments (120)

Chris Olsen
Olsen Ziegler Realty - Cleveland, OH
Broker Owner Cleveland Ohio Real Estate

Hi Wendy -- Good for you, I would do likewise.  A buyer's agent with buyers in tow once showed one of my listings, showed up an hour before the allotted window and caught the homeowner walking into the foyer in nothing but her birthday suit -- can you imagine the horror of the homeowner?  I would love for this GE ebox to be smarter and to only allow the agent's keypad to work when a showing is approved, and furthermore, to only work within the allotted agreed to time frame, and put the onus on the agent to get a window changed if needed.  That is the one disadvantage of this.

 

I also had another agent do the exact same thing, my sellers felt very violated.

May 31, 2010 07:19 AM
Linda Graves Arnold
Coldwell Banker Gundaker-St. Louis, MO - Chesterfield, MO
St. Louis Real Estate Pro - 314-422-2762 - Referr

Wendy,

We don't have this problem in our area.  I did learn something new about the CBS code and may use it in certain circumstances.Thanks for the valuable post.  Murphy's law says that those that you are trying to reach will be the ones who won't be reading this.  For most of us, you are preaching to the choir.  I would be filing a complaint quicker than the blink of an eye.  Thanks for the post.

May 31, 2010 08:13 AM
Anonymous
Anonymous

The rules are simple and if you can't follw them, then you should turn in your license.  Fortunately I have never had any issues

May 31, 2010 10:22 AM
#105
Barbara Altieri
Better Homes and Gardens RE Shore and Country Properties - Shelton, CT
REALTOR-Fairfield County CT Homes/Condos For Sale

Wendy -- I would have been just as furious as you and have done whatever it took to make sure the offending agent was reprimanded.  I give specific instructions according to my seller's wishes.  If someone does not follow them purposely, or think they have access anytime (without confirmed appt. ) if an electronic locbox is used,  then they are in serious trouble.  

May 31, 2010 11:09 AM
Scott Guay
Berkshire Hathaway Home Services PenFed Realty - Ocean Pines, MD
Associate Broker. Ocean City and Ocean Pines MD

having a lock bos on a listing is not permission to go in any time you feel like it.  I am sure this is more common as most agents do not check the lock box access report.

May 31, 2010 12:14 PM
Tom Ramsey
Century 21 Northland - Traverse City, MI

WOW so many violations..........I would call the police seriously I think I would.  Trespassing or unauthorized entry!!

So unprofessionial!

May 31, 2010 01:19 PM
Dean Moss
Dean's Team - Keller Williams Realty Partners Chicago IL - Chicago, IL
Dean's Team Chicago IL Real Estate Team

Wendy -

Boundaries are important with lock boxes, and it amazing how many agents violate them.

One thing I always do - do not put the lockbox code on automated instructions - make sure they calll YOU or your assistant to scheudle, and give them the code after advising them of restrictions.

If you use the electronic SUPRA or Sentrilock boxes, don't advertise that fact in the MLS - reveal that when they call your Team to schedule.  Use the online system to track problem showings.  If you can, restrict showing times electroncally when apprpropriate.

Or, have your clients lock their storm door when showings have not been confirmed.

Many ways around potential problems here, in my opinion.

DEAN MOSS & DEAN'S TEAM CHICAGO

May 31, 2010 04:27 PM
David O'Doherty
Clayton, NC
Clayton NC Homes, Raleigh, NC

Crazy, just walking in on a homeowner is shocking.I got a call on Sunday from an agent asking for a lockbox code as she was not with a company. When I looked her up I couldn't find any record of her.

Jun 01, 2010 12:01 AM
Rick Schwartz
William Raveis Real Estate - Danbury, CT

How unprofessional to to give a client his lockbox key - and dangerous.  This may have been a friend that he gave it to but even so - when his code gets entered in the keybox he could be liable for any damage that might be caused to the home. 

Most of the REO properties in our market use combo lockboxes.  I was helping a friend pick out a forclosure last year.  He repeatedly called me and asked me to find out the combo for him so that he could "just go take a peek".   He didn't want to wait for me to be available (which was usually less than 24 hours).  I told him no - repeatedly.  He told me that he was surprised that I didn't trust him.   I eventually dropped him as a client.   Almost 12 months later he has still not purchased a foreclosure.  We still chat, socially but I don't discuss RE with him.

Jun 01, 2010 03:58 AM
Michael J. O'Connor
Diamond Ridge Realty - Corona, CA
Eastvale - 951-847-4883

Wendy - I've now posted my blog about how to use a Call Before Showing (CBS) code.  FYI.

Jun 01, 2010 04:00 AM
Brian Kuhns
Coldwell Banker Roth Wehrly Graber - Fort Wayne, IN
Fort Wayne Real Estate by Brian Kuhns

Why is common sense so uncommon anymore? unfortunately there are those sellers who will blame their own realtor for these issues...sounds like you've got a good handle on it

Jun 01, 2010 05:40 AM
Eric Michael
Remerica Integrity, Realtors®, Northville, MI - Livonia, MI
Metro Detroit Real Estate Professional 734.564.1519

I know one of the hottest topics on AR has been the ease of entry into the real estate field. I'm not gonna go there, but is there a way we could at the very least weed out people with zero common sense??

Jun 01, 2010 09:49 AM
Bryan Robertson
Los Altos, CA

You make a good point.  I've actually had buyers and agents drop in to see homes at late times (after 8PM) or during holidays without calling first.  The usual excuse is "do you want to sell the home?" 

Jun 01, 2010 11:19 AM
Roberta Anderson
Hearth & Home Staging - Silverdale, WA
Hearth & Home Staging, Staging Kitsap County

Wendy, good for you for being pro-active! A seller may need and want to sell their home, but sheesh, they still have to live it and should have peace of mind that some stranger isn't going to come barging in unannounced!

Jun 01, 2010 02:34 PM
Wendy Cutrufelli
Alain Pinel Realtors - Walnut Creek, CA
Contra Costa Realtor

Kristen:  Funny!  But just think, if the realtor can't read MLS Showing Instructions they probably won't have the code to deactivate the alarm either.......and will skitter off in embarrassment, leaving the homeowner to deal with it.

Gary:  I agree.  Not sure how ANYONE misunderstands the trust inherent in a SupraKey to view homes.

Nogui:  So true.

Chris:  I would be horrified and seriously pissed off if someone showed up an hour early, catching me in  my birthday suit.  Yikes!

Jim and Linda:  You are right that I am "preaching to the choir" to those that commented but, who knows, perhaps some of the 940 who have read the blog and didn't comment had their eyes opened.

Barbara and Scott:  I think what amazed me the most on issue #2 is that I didn't even need to check the access report to figure out who the agent was.  She admitted it, clearly without a single thought as to how unprofessional her actions were!

Dean:  Thanks for the great suggestions.

David:  Someone asked for a lockbox code who is not an active Realtor?  Well THAT's a new one on the BOLD front.

Rick:  Glad to hear that you stuck to your guns.  Too bad your buyer didn't realize how furious he would be if the shoe was on the other foot.  Sounds like a client worth losing.

Michael:  Thanks for the blog on CBS codes!

Jun 02, 2010 06:21 AM
Wendy Cutrufelli
Alain Pinel Realtors - Walnut Creek, CA
Contra Costa Realtor

Brian:  Thanks.

Eric:  Guess we don't need an IQ test but a Common Sense test. Smile.

Bryan:  I HATE that stupid question, "Do you want to sell the home?" as though putting your home for sale requires you to allow unscheduled intrusion any time day or night or you're just "not motivated". 

Roberta:  I agree wholeheartedly!

Shawna:  Yours is the third example of a homeowner interrupted either in the shower or getting out of the shower because Realtors didn't show up at the appointed time.  Amazing.

 

 

Jun 02, 2010 06:35 AM
Damon Gettier
Damon Gettier & Associates, REALTORS- Roanoke Va Short Sale Expert - Roanoke, VA
Broker/Owner ABRM, GRI, CDPE

The friendly realtor who let his friend borrow his key would have faced a $5,000 fine in my Association.

Jun 02, 2010 10:52 AM
Bill Travis
Captain Bill Realty, LLC - Gilbert, AZ
Broker/Owner

I had my own rehabbed property listed, with a supra box and a combo box for vendors. A realtor call me once and asked if I would show the home to his client because he didn't have time to get there. I said no, I wasn't available.

Then he said, well you probably have a vendor box, how about giving me the combo so she can go see it herself. The answer was no again.

Jun 04, 2010 02:13 AM
Wendy Cutrufelli
Alain Pinel Realtors - Walnut Creek, CA
Contra Costa Realtor

Damon:  That would definitely make the point!  Think I will share the $$ amount of that fine with my association.

Bill:  That's another occurence that happens too often, the "I'm too busy to do my job.  Will you do it for me?" Realtor.

Jun 04, 2010 02:25 AM
Anonymous
Lisa

I came home (as the seller) to find that someone had been in the house. (doors were left closed that we NEVER close, and lockbox code was left ON THE CODE) Plus the key was taken out and left INSIDE my house. We are living there while selling, and this was extremely unsettling. Our Realtor advised us to change the lockbox code. Is that the best we can do?? Its incredibly unsettling AND creepy to know someone has been inside your home with no permission. ALSO the house is already contingent and there was no request to see the house, so I am GUESSING it was the new buyer who somehow got access, probably from his Realtor (could have been an accident that he let it be seen) and I am not going to speculate otherwise, but I am really upset about it. Also drawers were gone through.

Sep 30, 2014 01:10 AM
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