TopProducer and Realtor.com Customer Service Woes

By
Real Estate Agent with William Raveis Real Estate

Does anyone else subscribe to TopProducer or Realtor.com services?

 

I've had issues with them over the years. I first signed up for TopProducer 8i and suffered through technical issues, browser incompatibility and data loss. They updated the product so much that early training DVDs and seminars no longer apply. Thankfully, 8i has improved a bit over the last 2 years.

 

upsetLater I signed up for MarketSnapshot. I like the reports produced by the product, but their Craigslist advertising program has gotten my account suspended on craigslist. I no longer create "Has the market stabilized" ads because I know they will get flagged almost immediately.

 

I a few months ago signed up for iOS support for TopProducer8i. I asked repeatedly if they offered a specific iPad app, not just an iPad compatible application, and was assured the iPad had a specific app. This was a lie - Realtor.com offers an iPhone/iPod app that can be stretched to fit an iPad. Very awkward. The app also lacked some of the functionality that they claimed it would have - for example I'm unable to use the app to directly contact clients or create reports.

 

upsetLast month, I signed up for the Buyer Assist Service after attending a Max Pigman seminar. At the seminar, I was told that searches in my zip code were roughly 10,000 unique users each month, and that 3-5% would sign up for the buyer assist service. After one month, I have 0 signups. Not even SPAM! I can't even criticize the quality of the leads because I have none to show.

 

After a month of using the Buyer Assist Service, I contacted my account manager to complain. I was told that the Buyer Assist Service is inferior to their "Featured Agent" program, and that I should have never signed up for Buyer Assist in the first place. What? I was looking for tips on how to improve the service and now realtor.com support is telling me I made a bad choice by signing up for their service? There must be a catch... They say I'm locked into my contract and can't cancel, but I'm able to "upgrade" to the "Featured Agent" service for a significantly larger amount of money.

Why is Realtor.com selling me more services when I've written to them to complain that their ads have been completely ineffective? Frankly, I'm insulted that I was sold a service under false pretenses, and am now being steered towards another (more expensive) service. This is like selling a buyer on one house, and then when the house bombs the inspection, telling the buyer that you always hated the first house but you know of another one that costs even more.

My account manager referred me to a supervisor. The supervisor said he would "look into it" earlier this week. I haven't heard back since.

 

Does anyone have any suggestions here? Any experience dealing with TopProducer/Realtor.com support?


**Update 9-9-2011
I was able to terminate my services with Realtor.com/TopProducer last week after a few weeks of going back and forth with their customer service department. My services are all shut off (I'm unable to log in) but they are still billing my account for services I no longer receive.

Posted by

Scott Silverstone, Realtor®
The Jacobson Team
William Raveis Real Estate
203-815-9118 (Mobile)
www.ctproperty.com

Comments (12)

Wallace S. Gibson, CPM
Gibson Management Group, Ltd. - Charlottesville, VA
LandlordWhisperer

Scott * I too have been suspended from Craigslist.  3 phones and 3 accounts.  I Googled the problem and now have 3 cheap 120 day Tracphones and 3 NEW accounts that will get me through until the 90 day limit on my other 3 * 2 land and 1 cel #s expire.  Tiresome, but it is more likely the recent changes in CL anti-SCAM tools than the html provider.

Aug 11, 2011 08:51 AM
Than Maynard
Coldwell Banker Heart of Oklahoma - Purcell, OK
Broker - Licensed to List & Sell - 405-990-8862

Don't care for Realtor.com. Customers say it is terrible to use for searches and I agree. If they have this much complaining with the basic "free" service, why would I expect the upgrade (more features for them to screw up) to be worth the money.

Just like all the BPO companies trying to get me to sign on to the "elite" or "expert" or whatever they want to call it. Ha! Not happening.

Aug 11, 2011 09:00 AM
Kelowna Real Estate Lew MacDonald Realty Match
Facebook, Twitter, LinkedIn, YouTube - Kelowna, BC

 

I used top producer back in the early 90s and it was cumbersome then. Online agent was a better fit for me back then.

 

Lew

Aug 11, 2011 09:09 AM
Scott Silverstone
William Raveis Real Estate - New Haven, CT
www.CTProperty.com, Connecticut Luxury & Waterfront Realty

Wallace - I don't think CL suspensions should be a normal part of the system... Craigslist has specific posting guidelines that we need to follow. They want actual homes for sale in the "Homes for Sale" section, and if you are offering a service of some sort they take it down quickly (and often before many people are able to see it). I haven't had many problems when posting actual listings, and use Postlets and Visual Tour to build many ads.

 

Than - We have had luck with the leads from some other sites. I was given specific expectations about conversion here and never would have expected to get no leads. What really galls me is that they are now trying to upsell me to a different product, saying that I bought a bad product when I signed up for "Buyer Assist" marketing. I didn't get a pitch like that at their seminar.

 

Dale - Roughly how many leads did you get each month with Buyer Assist? I've been at it about a month and a half, and I haven't gotten a single lead. I wish I had some junky leads - some is better than none.

Lew -I know TopProducer has been around for quite some time. I didn't realize until recently that TopProducer and Realtor.com are the same company - and from what I understand Realtor.com is only an independent company licensing the "Realtor®" brand.

 

Aug 11, 2011 10:06 AM
Scott Silverstone
William Raveis Real Estate - New Haven, CT
www.CTProperty.com, Connecticut Luxury & Waterfront Realty

Tonight I received a call from a new customer support rep at Realtor.com. They received an email about my blog post from today and wanted to follow up as quickly as possible. I spoke to this agent at length and explained my concerns with the Buyer Assist program and other products offered by ActiveRain. He will review my concerns with management and I should hear back within a few days.
I got some emails about this from other AR members. I'll keep everyone updated at this blog.

Shows you the power of ActiveRain!

 

Aug 11, 2011 05:12 PM
Christine Hooks
Pino Agency - Pennsville, NJ
Celebrating 25 Years in Real Estate!

I also attended the Max Pigman seminar, along with my boss.  We both signed up for the buyer assist program.  We felt that the experience did not match what was sold to us, so at the end of the year we were not going to extend/renew.

Realtor.com then offered the same program at a much, much lower price.  So, we decided to keep 1/2 of the zip codes for this year.  We'll see......

I have received approx. 7 leads in the past 6 weeks.  Most are only email addresses, maybe 30% have names.

Aug 24, 2011 01:48 PM
Scott Silverstone
William Raveis Real Estate - New Haven, CT
www.CTProperty.com, Connecticut Luxury & Waterfront Realty

For the record, TopProducer/Realtor.com was able to resolve my issues & released me from the contract.

Aug 27, 2011 09:33 AM
Scott Silverstone
William Raveis Real Estate - New Haven, CT
www.CTProperty.com, Connecticut Luxury & Waterfront Realty

9-9-11 Update - I'm still getting billed for some of the services they shut off. Once again, Realtor.com & TopProducer fail.

Sep 09, 2011 04:44 PM
Susanna Haynie
CO-RE Group, LLC -Real estate sales and services - Colorado Springs, CO
Colorado Springs Realtor GRI CNE MCNE ePro MRP

Scott, I am glad that you were able to get your account suspended (though they are still charging you for it). Foolishly, I have signed up with Buyer Assist and I really feel like an idiot now. It's been a few days and at least I have received a couple of leads, but time will tell if they actually convert.

 

May 03, 2012 10:07 AM
Jim Paulson
Progressive Realty (Boise Idaho) www.Progressive-Realty.info - Boise, ID
Owner,Broker

Thanks for the feedback everyone.  It has helped me decide once again not to pay for some of their services.  They claim that they have over 150% renewal rates (because people love it so much they sign up for more the second time).  Yet I have not seen a positive blog post yet to attest to that from a Realtor.

Thanks for saving me some of my marketing budget, I think I will spend the same amount of money on Google Adwords.  I can select zip codes, target market or whatever I want and only get billed for actual leads!

Jul 25, 2012 03:15 AM

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