Naperville Short Sale Agent - meets - Devil Disguised as a BPO Agent

Real Estate Agent with RE/MAX of Naperville

Sunny Day in Napervile


Yesterday was a beautiful day in Naperville, we finally had sun after a few days of rain. It's amazing how seeing the sun can make a difference in one's mood. It started like any normal day, I grabbed my tea and started to check my emails. I noticed that I had an email from an agent asking for the access code to one of my short sale listings. The lender is Bank of America and I was thrilled that the BPO was ordered so soon, considering my short sale listing went under contract June 3rd.



I emailed the BPO agent to find out when she was planning on going to the house and she responded by saying, "WHY..Is it occupied?  If not, what is access code?"




Since she didn't answer my question, I decided to give her a call and explain to her that I wanted to meet her at the house to give her my comparables (I heard an annoyed exhale) - "Why do you have to meet me? I'm an agent, I have the same comparables that you have."

I explained to her that I prefer to meet with the BPO agent for my short sale listings, and that I would like to meet her at the house. - "OK, fine, if you don't trust me and you think I'm going to take there at 12:30." (Trust?? When did I say anything about trust?) I agreed to meet her at 12:30.



Well it was a very busy morning and the time just flew by, next thing I knew it was 12:10 (not good - since it takes 30 minutes to get to my short sale listing) I jumped in the car and called the agent to let her know I was on my way but running a few minutes late. She didn't answer so I left her a message. When she called back I was on the phone with one of my clients and I couldn't switch over. I tried her again and again it went into voice mail. I tried another four times and on the fourth time she finally answered. I told her that I apologized for running late and if she needed to go I can give her the access code.



screaming person

This is when the devil disguised at a BPO agent revealed herself. She starts screaming at the top of her lungs;

"Where are you!? What is your excuse for being late!? I deserve an explanation! You should have given me the code an hour ago! Tell me why are you late! I deserve an explanation! You blew me off!"

I kept my cool and in between her screams, I managed to give her the access code. She then proceeds with, "I am going to do you a favor and do this BPO!" I asked her why she felt the need to scream (I'm really surprised she still had a voice) You owe me an apology! Where is my apology!? I told her that I did apologized to her at the beginning of the conversation.


This is where it gets really good, she then says to me,

"You know what!? I think you are drunk! You sound drunk! (Me?) I think you are either drunk or high and you forgot about meeting me! (What?)You blew me off! I'm going to report you to the board! I'm not doing this BPO! I'm going to tell the bank that you were uncooperative and that you did not want to give me the access code!  She then hangs up.





I was in shock - I could not believe what just happened. All of that because I was a few minutes late? I have been fortunate that in 13 years of being licensed as a Realtor this has never happened to me. So I called her Broker Manager and left him a long message letting him know what happened. His associate called me today to apologize and informed me that this was not the first time that something like this has happened with this agent. She said, I remember the word scream being mentioned. Interesting, we have someone like this representing the professional image that we as Realtors want to portray. Nice!



In writing this post, my hope is any vendor hired by Bank of America to complete BPOs in Illinois happens to read this and are made aware of the type of person they are sending out into the field.

What bothers me the most is that now because of this unprofessional person, we have to wait for the BPO to be reassigned to another agent. Frustrating.




About Maria: A Realtor with RE/MAX of Naperville, she's been helping home-buyers and home-sellers since 1997. If you have any questions about Naperville Short Sales she can be reached at: or Call/Text (630) 248-6077


Posted by

Maria Mastrolonardo is a full time Illinois Realtor-Associate with RE/MAX of Naperville specializing in Short Sales. She has been helping home-buyers and home-sellers since 1997. She can help you with any questions or information regarding Short Sales for the Western Suburbs of Chicago which includes but not limited to; Naperville, Aurora, Downers Grove, Lisle, Plainfield, Bolingbrook, Warrenville, Wheaton and Woodridge.

To reach her call/text at (630) 248-6077 or


You can also find me here!




RE/MAX of Naperville is not associated with the government and our services have not been approved by the government or your Lender. Your Lender may not agree to the change of your loan and/or a Short Sale.

Photo: Microsoft Clip Art





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William True
True Sarasota Real Estate - Sarasota, FL
Sarasota Real Estate

Never a dull moment in short sales, Maria! Another reason they should be called "long sales"!

Jun 18, 2010 02:36 AM #1
Steve Bowen
Taglierre Partners, LLC / Bowen Investments, Co. - Scottsdale, AZ

Maria, thanks for sharing. The reason I enjoyed reading your post (although I am terribly sorry you had to go through this) is that you obviously did the right thing. I'm so glad that you had the personal fortitude to calmly deal with this horrid person. I'm sorry about the "long sale" (as William stated) but I'm sure we can all learn from your candid and professional dealing with the "Devil with the BPO Hat."

have a SPLENDID weekend.

Jun 18, 2010 02:59 AM #2
Maria Mastrolonardo
RE/MAX of Naperville - Naperville, IL
Realtor, Naperville, IL Real Estate

@ William - So true!

@ Steve - I made the decision a while ago not to let anyone steal my joy - so I let people rant and rave all they want. It makes their blood pressure go up...not mine :) You have a great weekend too!

Jun 18, 2010 09:56 AM #3
Patricia Kennedy
RLAH Real Estate - Washington, DC
Home in the Capital

Maria, my guess is she does BPO's for a living because buyers are afraid to get into a car with her!  Hope it works out.

Jun 19, 2010 03:01 AM #4
Maria Mastrolonardo
RE/MAX of Naperville - Naperville, IL
Realtor, Naperville, IL Real Estate

@ Pat - I think you are on point with your comment! lol

Jun 19, 2010 04:05 AM #5
Tiffany Burke
Group one real estate - Corpus Christi, TX

WOW! She certainly OVER-reacted, right?  That's awful, not sure why some agents feel like it is them against the world.  There are several here where I work as well, guess they are everywhere though.

Actually this post was very interesting to me because I do work for Bank of America and many other banks.  The number 1 rule that they all share is...NEVER  discuss price, comps etc... with homeowners, homeowners agents or anyone with interest in the property. In fact,  they try to have the access code available to the BPO agent when the order is assigned.  They sometimes give the listing agents number (or the homeowners) in case there is a problem and entrance cannot be gained but have specific rules NOT to have contact with the agent if it is not absolutly necassary. This was a failure to comply with rules on her part, not yours.  This is important to the bank  because they do not want any UN-due influence on price, I'm sure.  1. She should have never agreed to meet you in the first place even if she had to contact you for the code (most likely she did not pay attention to the specific written instuctions though) and 2. She could have just said this in the nicest way possible without acting like a crazy person. LOL.

I have no idea what is wrong with some people.  Best of luck in the future. I hope you, (Me and all the rest of us) never had to deal with such a messy agent again, it would make out lives and jobs SOOO much easier.  :)

Jan 17, 2011 07:15 AM #6
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Maria Mastrolonardo

Realtor, Naperville, IL Real Estate
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