Long & Foster Real Estate, Inc.

To whom it may concern,Pursuant to your letter dated September 14, 2016, the following timeline represents the facts as they unfolded regarding the above referenced complaint made by Jeffrey Craddock.Security deposit $400007/-31/Tenants vacate (one year lease)08/03/15- house inspected-hard copy
printed for owner to pick up(he did not use email)L&F PM informed by Mr*** that he will be making his own repairsHe was instructed to send us invoices in order to disburse security deposit.09/02/15- deposit disbursement sent to HQ as follows: $held for “general repairs”, invoices pending $applied to rent $applied to late fees $total deduction09/10/15- account closed-intent to sell with L&F Agent-01/15/16- $being held for invoices returned to tenantsNever received invoices from owner (Per Paul T*** VP, LNFPM)03/01/16- Email from Mr*** requesting closure and a Floor Company to come fix the hardwoods*** *** *** was contacted and asked to call Mr*** regarding a possible floor repair job. This was not a work order. To my knowledge there has been no contact with Mr*** since thenMost of the correspondence was either by phone or in personHe asked that we NOT email him because he never checks itThe last time he was in the office (late December, January?) he said he had not sent invoices because he had been in the hospitalThis was after trying to reach him for four months.Please let me know if there is any additional information needed

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Long & Foster Real Estate,
Inc. regarding complaint ID ***
Regards,
*** ***

***,
rgb(34, 34, 34)">I am in receipt of the complaint case number ***In reading this complaint the facts of the complaint are fairly accurate with the exception of the "he said-she said" communication between my agent and Mr*** ***In a Real Estate transaction there are many moving pieces and parts that involve money as well as other thingsAs far as the money things, there are warranties, proration's of; oil, propane gas, rents as well as othersAs far as other things not pertaining to money there are; making sure personal property remains (things as refrigerator, washer, dryer, swing sets, mirrors, furniture, curtains, curtain rods as well as other things)Mr*** *** admits in his complaint that he voluntarily entered this transaction unrepresentedMr*** *** also states that the Long and Foster Property Management Team said that the funds will be settled after closingMr*** *** also states that the prorated rent was NOT included in the contractIf I may, I would like to address each of these claims.The easy one is that the purchaser was in fact unrepresented by any Real Estate Firm in this transactionThis leaves the responsibility of looking out for purchaser's best interest in the hands of HIS attorneyThe next statement is that he was told that the Long and Foster Management Team said that the rent would be settled after closingWell first of all this does not involve my agent and if this fact is a complaint it should be directed to the Management Team and NOT my agentSecondly, ANY transfer of money After closing is a HUGE in my industry and my agent has never and would never participate in any way the transformation of money AFTER closingThis is very much in control of the closing agent, again his attorneyIf the prorated rent was not in the contract that means it is negotiableProration's of nonnegotiable items such as oil and propane gas are preprinted in the contractAgain the mere fact that the buyer had the lease and had made arrangements for the transfer of the lease deposit thru his attorney, the responsibility of the transfer of the rents (or proration of) is with the party who is representing the buyer and negotiating the negotiable items for the buyer, and that is his attorney.In closing I would like to sum it up this wayMr*** *** and his attorney entered into this contract representing the purchase portion of this contractMr*** *** assumed whatever responsibilities he felt comfortable with and all of the rest of the responsibilities legal or otherwise are assumed by his representative, his attorneyTo the best of my knowledge the state of Virginia is a "buyer beware" stateI think, in my opinion Mr*** ***'s frustration is misdirectedI think he needs to have a long talk with his attorney. I hope this helps, if you need anything else from me please don't hesitate to contact me at the contact information belowThank you, DavidDavid G***, GRIManaging BrokerLong & Foster Realtors

I spoke with *** from the business and he stated that since the contract is a legal matter the consumer would need to go through their legal representative to be able to discuss and come to an agreement with their Listing Agreement

To whom it may concern,">Pursuant to your letter dated September 14, 2016, the following timeline represents the facts as they unfolded regarding the above referenced complaint made by Jeffrey CraddockSecurity deposit $07/-31/Tenants vacate (one year lease)
08/03/15- house inspected-hard copy printed for owner to pick up(he did not use email)
L&F PM informed by Mr*** that he will be making his own repairsHe was instructed to send us invoices in order to disburse security deposit09/02/15- deposit disbursement sent to HQ as follows:
$held for “general repairs”, invoices pending
$applied to rent
$applied to late fees
$total deduction
09/10/15- account closed-intent to sell with L&F Agent-
01/15/16- $being held for invoices returned to tenantsNever received invoices from owner (Per Paul T*** VP, LNFPM)
03/01/16- Email from Mr*** requesting closure and a Floor Company to come fix the hardwoods*** *** *** was contacted and asked to call Mr*** regarding a possible floor repair job. This was not a work order.
To my knowledge there has been no contact with Mr*** since thenMost of the correspondence was either by phone or in personHe asked that we NOT email him because he never checks itThe last time he was in the office (late December, January?) he said he had not sent invoices because he had been in the hospitalThis was after trying to reach him for four monthsPlease let me know if there is any additional information needed

We value the relationships with our clients and we work hard to protect their interests.  Unfortunately, in some situations, we are unable to meet a client’s expectations and in those cases we try hard to part ways in the most fair and professional manner.
 
We have ended our contract...

with [redacted] and have met all of [redacted] "Desired Settlement" requests as follows:
•         Mr. [redacted] has no outstanding invoices at this time. We have no detailed invoices for outstanding work needed because there is nothing outstanding.
•         A letter of apology and official closure of Mr. [redacted] account was sent on 9/25/14
•         Mr. [redacted] account was refunded for $85.00 dishwasher repair.  Although we completed the repairs as he requested June of 2013. We will absorb this cost as a gesture of goodwill to Mr. [redacted]
•         Mr. [redacted] account was refunded $38.33 for the management fee that was prorated for the month of August, 2014.  Although Mr. [redacted] agreed to pay this per the terms of his signed management agreement, we will waive this cost as a gesture of good will to Mr. [redacted]
 
Please let me know if you have any questions or concerns,
Thank You,
 
[redacted]
Maintenance Manager
Long and Foster Property Management
[redacted]
###-###-####

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This complaint is not misdirected, I'm listing down all the key reasons for directing this complaint to Mr. David G and his team are below: - A week before closing, I reported to Kay G[redacted] aka. Kay (agent) about the missing prorated rent in the contract and also in the closing settlement draft (HUD). I mentioned it to her to correct it and update the contract and the exact response I got from her is - 'It's not a big deal, this property is being currently managed by Long and Foster property management so once the closing is done, L&F property management will settle the prorated rent balance, security deposit along with the tenant-owner responsibilities' (Incident #01, misdirected me completely)Based on her direction I scheduled appointment with L&F property management right next day after closing and they realized the entire June month's rent has paid to previous owner on 5th of June so they tried reaching out to previous owner to recover the funds and they took nearly 2-3 weeks to follow up and advised me to reach out to the agent (Since she was the one who said initially that this item can be settled after closing) - I contacted Kay (agent) in an email explaining the situation, she replied back saying now that the closing has done you may contact directly the SELLER to recover the prorated rent. She sent an email with SELLER contact information and advised me to contact her directly (Incident #02, misdirected me again)Kay has misdirected me again, I realized after contacting SELLER that I'm not supposed to contact her directly. Being a real estate agent I expect her to be knowledgeable on how to handle each of the moving parts in the transaction. She misdirected in many ways which lead me to this situation - As a last step, I contacted my attorney (CHAPLIN & QURESHI), they reached out to seller's attorney (SHAHEEN LAW) and after 2 months of regular follow-up's their response states that their client (SELLER) is legally not bind to pay the prorated rent as it is not written in the contract. They may be completely right here, all this has happened due to lack of proper knowledge and carelessness that Kay has exhibited in this transaction. Kay has made it sound simple to me by just saying you can settle with L&F property management after closing (Which is totally wrong and she has misdirected me, another blunder she did was asking me to contact the SELLER directly to settle it as this was something we discussed before closing)  One last comment, throughout the transaction she was very reluctant and constantly commenting that I don't make much on this transaction and I don't want to spend much time on it. She missed on multiple items, delayed sending me the HOA details, no objection letter which is required by my lender; As a result of these delay I did not get mortgage approved, I had to borrow funds from many of my friends and colleagues to make it to closing. She did not ordered the pest control report until the day of closing, upon multiple requests she ordered one on the day of closingBased on all these incidents, it is inevitable that I had to direct this complaint to David. Unfortunately in this case, the agent (Kay G[redacted]) is spouse of Mr. David and I'm not sure whether he will be able to review this is any other case. I have learned about their relationship only after contacting Revdex.com.  I hope this information is sufficient to say that the mistake has happened due to agent's lack of knowledge and misdirection in the first place 
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This complaint is not misdirected, I'm listing down all the key reasons for directing this complaint to Mr. David G and his team are below: 
- A week before closing, I reported to Kay G[redacted] aka. Kay (agent) about the missing prorated rent in the contract and also in the closing settlement draft (HUD). I mentioned it to her to correct it and update the contract and the exact response I got from her is - 'It's not a big deal, this property is being currently managed by Long and Foster property management so once the closing is done, L&F property management will settle the prorated rent balance, security deposit along with the tenant-owner responsibilities' (Incident #01, misdirected me completely)
Based on her direction I scheduled appointment with L&F property management right next day after closing and they realized the entire June month's rent has paid to previous owner on 5th of June so they tried reaching out to previous owner to recover the funds and they took nearly 2-3 weeks to follow up and advised me to reach out to the agent (Since she was the one who said initially that this item can be settled after closing)
- I contacted Kay (agent) in an email explaining the situation, she replied back saying now that the closing has done you may contact directly the SELLER to recover the prorated rent. She sent an email with SELLER contact information and advised me to contact her directly (Incident #02, misdirected me again)
Kay has misdirected me again, I realized after contacting SELLER that I'm not supposed to contact her directly. Being a real estate agent I expect her to be knowledgeable on how to handle each of the moving parts in the transaction. She misdirected in many ways which lead me to this situation
- As a last step, I contacted my attorney (CHAPLIN & QURESHI), they reached out to seller's attorney (SHAHEEN LAW) and after 2 months of regular follow-up's their response states that their client (SELLER) is legally not bind to pay the prorated rent as it is not written in the contract. They may be completely right here, all this has happened due to lack of proper knowledge and carelessness that Kay has exhibited in this transaction. Kay has made it sound simple to me by just saying you can settle with L&F property management after closing (Which is totally wrong and she has misdirected me, another blunder she did was asking me to contact the SELLER directly to settle it as this was something we discussed before closing)  
One last comment, throughout the transaction she was very reluctant and constantly commenting that I don't make much on this transaction and I don't want to spend much time on it. She missed on multiple items, delayed sending me the HOA details, no objection letter which is required by my lender; As a result of these delay I did not get mortgage approved, I had to borrow funds from many of my friends and colleagues to make it to closing. She did not ordered the pest control report until the day of closing, upon multiple requests she ordered one on the day of closing
Based on all these incidents, it is inevitable that I had to direct this complaint to David. Unfortunately in this case, the agent (Kay G[redacted]) is spouse of Mr. David and I'm not sure whether he will be able to review this is any other case. I have learned about their relationship only after contacting Revdex.com.  
I hope this information is sufficient to say that the mistake has happened due to agent's lack of knowledge and misdirection in the first place 
Regards,
[redacted]

Dear Ms. [redacted],Attached is a copy of a check I am mailing today reimbursing Ms. [redacted] $90.00 for the water test she ordered post-closing.  Although her complaint requested "$0.00" reimbursement, she called today, and after a long conversation she mentioned that we could at least reimburse her the $90.00 water test fee.   While Long & Foster does not accept any responsibility for the cost of the same, it is important to us that Long & Foster's clients and customers are satisfied.  Accordingly, I wanted to inform you of the actions we are taking in pursuit of that goal.Most sincerely,[redacted]

I received your letter concerning a complaint received
from[redacted] regarding service provided to him by a Realtor in my office,
[redacted], and a loan consultant affiliated with Long & Foster, [redacted]
[redacted].Mr. Derrick B[redacted] was contacted by [redacted] in February
2016 and [redacted]...

requested to see a property listed for sale and an
appointment was made. ON their first meeting [redacted] informed by agent that he
was already working with a lender at [redacted], so my agent did not refer
him to our affiliated lender. That began a 2 month period of [redacted] texting
my agent with property addresses he wanted to see, and my agent always made
accommodating appointments to show him property after property. At some point,
[redacted] voiced complaints about the lender he was working with not returning
his calls quickly enough, so my agent asked him if he wanted the contact information
for out affiliate, [redacted] loan consultant. [redacted]texted ‘yes’ so
Derrick texted back [redacted] contact information.[redacted] did contact [redacted] and they spoke on the phone.
[redacted] has notes she made while speaking with him. She did, in fact, pull his
credit report and even made notes that she gave him a couple of suggestions to
improve his credit application. [redacted] has notes from several range because
he was not satisfied with the many properties Mr. B[redacted] has shown him. [redacted]
[redacted] is a highly profession and very experienced and successful loan
consultant, which if she operated at [redacted] described, would not be possible.
She promptly reacted every time that he made a request and was under the
impression that he was satisfied until the day he submitted his complaint to
the Revdex.com. That afternoon, [redacted] called her while she was meeting with clients
in her office who were making their written loan application. She responded to
his message, answering his question with a positive answer as soon as she was
free, which was less than two hours of him leaving his message. It was at that
time when [redacted] texted Derrick B[redacted] that he was dissatisfied with their
services and he wanted no further contact.Both Derrick B[redacted] and [redacted] offered competent,
professional service to [redacted]. I can see no basis for his complaint
whatsoever. We wish him the best in his home search.Please let me know if there is any further action required
from you in close this complaint.

[redacted],I am in receipt of the complaint case number [redacted]. In reading this complaint the facts of the complaint are fairly accurate with the exception of the "he said-she said" communication between my agent and Mr. [redacted]. In a Real Estate transaction there are many moving pieces and...

parts that involve money as well as other things. As far as the money things, there are warranties, proration's of; oil, propane gas, rents as well as others. As far as other things not pertaining to money there are; making sure personal property remains (things as refrigerator, washer, dryer, swing sets, mirrors, furniture, curtains, curtain rods as well as other things). Mr. [redacted] admits in his complaint that he voluntarily entered this transaction unrepresented. Mr. [redacted] also states that the Long and Foster Property Management Team said that the funds will be settled after closing. Mr. [redacted] also states that the prorated rent was NOT included in the contract. If I may, I would like to address each of these claims.The easy one is that the purchaser was in fact unrepresented by any Real Estate Firm in this transaction. This leaves the responsibility of looking out for purchaser's best interest in the hands of HIS attorney. The next statement is that he was told that the Long and Foster Management Team said that the rent would be settled after closing. Well first of all this does not involve my agent and if this fact is a complaint it should be directed to the Management Team and NOT my agent. Secondly, ANY transfer of money After closing is a HUGE no-no in my industry and my agent has never and would never participate in any way the transformation of money AFTER closing. This is very much in control of the closing agent, again his attorney. If the prorated rent was not in the contract that means it is negotiable. Proration's of nonnegotiable items such as oil and propane gas are preprinted in the contract. Again the mere fact that the buyer had the lease and had made arrangements for the transfer of the lease deposit thru his attorney, the responsibility of the transfer of the rents (or proration of) is with the party who is representing the buyer and negotiating the negotiable items for the buyer, and that is his attorney.In closing I would like to sum it up this way. Mr. [redacted] and his attorney entered into this contract representing the purchase portion of this contract. Mr. [redacted] assumed whatever responsibilities he felt comfortable with and all of the rest of the responsibilities legal or otherwise are assumed by his representative, his attorney. To the best of my knowledge the state of Virginia is a "buyer beware" state. I think, in my opinion Mr. [redacted]'s frustration is misdirected. I think he needs to have a long talk with his attorney.  I hope this helps, if you need anything else from me please don't hesitate to contact me at the contact information below. Thank you, DavidDavid G[redacted], GRIManaging BrokerLong & Foster Realtors

I recehred your letter concerning a complaint received from [redacted] regarding the water supply for her newly purchased residence at [redacted]. It is important to note that the listing agent was Deanna D[redacted], who is affiliated Long & Foster Real Estate, Inc. and was not...

the agent for the [redacted]. I have since learned the pest inspection, well and septic tests were ordered for the property prior to settlement per the terms of the contract. The seller added a gallon of bleach to the well prior to testing, as standard protocol as advised by the inspector. All tests passed and they proceeded to closing as scheduled, with the exception of a delay due to the fault of the Copefand's loan not being ready. A couple of days after settlement, Ms. [redacted] called the listing agent directly, rather than contacting her agent in the transaction. She was upset that the water still smelled of bleach and demanded that  [redacted] do something about it. Ms. D[redacted] advised Ms. [redacted] to contact her real estate agent, and that she would discuss with her agent a possible solution, but did not feel she should speak with Ms. [redacted] directly since she represented the seller m the transaction. Ms. [redacted] called her an explitive and hung up on her. .Ms. D[redacted] never received a phone call from Ms. [redacted]'s agent after that call. Prior to that phone call, Ms. D[redacted] did speak with the buyer's agent who said that she was dealing with the situation. Upon information and belief, the [redacted] did retain another company go to the property to test the water and was given the same information that the original inspector had given her; namely, that she was to tun the water until the smell was gone and that the water test showed no problems. Based on that report, which was forwarded to Ms. D[redacted], it does not appear that any further action is required to resohre :tvfs. [redacted]'s complaint. Please let me know if there is any further action required from you to close this complaint.

Complaint: [redacted]
I am rejecting this response because:
Item 3: "An apology for the unprofessional behavior exhibited by my previous property manager." was not addressed in the letter from 09/25/2014. A copy of the email I can be supplied, if desired.Item 4: This is more of a clarification because the company's response makes my original request sound unreasonable. As I requested on multiple occasions from Long and Foster, I desired either a *detailed* invoice showing that our dishwasher was repaired, the part number and cost of the handle that Long and Foster claimed they replaced (which I was never charged for), or a refund of the $85.00 that was charged to my account but was never documented appropriately.  I would have never questioned this charge if there had been *any* proof that a repair was performed.  With respect to the management fee, I paid for management services (per our contract requirements) through the middle of August.  The remaining ~$33 that was refunded was mistakenly overpaid.I do not wish for any further response to this complaint; however, I did want to clarify the points that [redacted] made in his response as I have received an incredibly poor level of service. The company only took action on this complaint after I sent a certified letter to their office which they received on 09/05/2014.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer...

made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. If [redacted] runs an ethical business, he should have done at least any one of these;
He should have had his terms on early release in the contract.
I sent multiple emails advocating for rental as we saw the chances of sale was very bleak,  at least he should have provided any penalty or conditions in his replies.
He should have mentioned about any penalty or relisting contingency when he provided the consent to keep the listing until we find a Tenant.
Even after he demanded $500 or relisting demand after 18 months, he should have provided a Date to respond or provide a 2nd remainder with the Dates by which he needs a response back before going to Attorney.
 
To get us signing the contract, [redacted] added an addendum for less commission if he sells the house in 2 months ([redacted] listing addendum for less commission for 2 months.pdf) and standard 6%  commission after that . If he could add an addendum to entice ignorant customers like us to the contract why couldn't he add the same with penalty terms  for early release especially when we asked about breaking the agreement at the time of signing.
 
Had he mentioned the contingencies or penalty  before  we pursued for  rental we would have either waited till listing expiry or would have proceeded differently with him. 
 
He didn't provide transparency in all our communications about what he needed if we go for rental and this shows his unethical business practice against the contract and rules.
 
We see [redacted] acts are against the Ethics & Standards of Conduct by not giving  the customer clear material information , Bait-and-switch Technique and omitting material terms and conditions in the contract.
 
When I was seeking advice, I was told [redacted] is infamous for these type of unethical practices towards his customers.
Regards,
[redacted]

I recehred your letter concerning a complaint received from [redacted] regarding the water supply for her newly purchased residence at [redacted].  font-size: 11px;">It is important to note that the listing agent was Deanna D[redacted], who is affiliated Long & Foster Real Estate, Inc. and was not the agent for the [redacted]. I have since learned the pest inspection, well and septic tests were ordered for the property prior to settlement per the terms of the contract. The seller added a gallon of bleach to the well prior to testing, as standard protocol as advised by the inspector. All tests passed and they proceeded to closing as scheduled, with the exception of a delay due to the fault of the Copefand's loan not being ready. A couple of days after settlement, Ms. [redacted] called the listing agent directly, rather than contacting her agent in the transaction. She was upset that the water still smelled of bleach and demanded that  [redacted] do something about it. Ms. D[redacted] advised Ms. [redacted] to contact her real estate agent, and that she would discuss with her agent a possible solution, but did not feel she should speak with Ms. [redacted] directly since she represented the seller m the transaction. Ms. [redacted] called her an explitive and hung up on her. .Ms. D[redacted] never received a phone call from Ms. [redacted]'s agent after that call. Prior to that phone call, Ms. D[redacted] did speak with the buyer's agent who said that she was dealing with the situation. Upon information and belief, the [redacted] did retain another company go to the property to test the water and was given the same information that the original inspector had given her; namely, that she was to tun the water until the smell was gone and that the water test showed no problems. Based on that report, which was forwarded to Ms. D[redacted], it does not appear that any further action is required to resohre :tvfs. [redacted]'s complaint. Please let me know if there is any further action required from you to close this complaint.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Whom it
may concern:             Thank you for your attention and
response to the issues that I have expressed. While I appreciate you providing
the “facts” as explained to you by your staff (Susan C[redacted] and her
administrative support) at Long and Foster, there are discrepancies within that
will both explain and support my claim.             On 10/07/2015 and 11/13/15, I received
emails from Judith S[redacted] a property manager at Long and Foster. In these
emails Judith said that she would be closing out the account and to report to
her any work that was done to the property, so that it could be reimbursed;
later he said that these funds would be released back to the tenants. Since the
outset of my contract and contact with Long and Foster, and Ms. C[redacted] and Ms.
S[redacted] more specifically, I urged them to contact me via phone call or letter
mail exclusively; I do not check my email routinely or even semi-regularly.
Even so, during this time I did not receive letter or phone call. I came to the
office before my scheduled surgery and hospitalization in December. This was
the first time I had any contact with them since the house inspection or tenant
vacancy, even though I had reached out over the phone, leaving messages and
voicemails, and receiving no response. At this time, Ms. C[redacted] apologized for
not contacting me, and told me that Long and Foster had lost the keys to my
residence so I was unable to enter the home.            On 3/1/16 I sent several (3) emails
stating that upon inspection, there was notable damage to my wooden floors and
some of my kitchen appliances. While it was not a work order, I did encourage
Ms. C[redacted] to send someone out to assess and fix the damage. It was agreed
upon in February (via phone) that both Ms. C[redacted] and Ms. S[redacted] would be
contacting the wooden floor company to fix the damage to the floors and
appliances. From that point forward, Ms. C[redacted] was either out of office or
unavailable to negotiate. She thanked me for my patience toward the two of them
and said that she would have someone at [redacted] over to do
floor repairs. I called her several times again, left message and voicemail,
and even tried her via email, to no avail. I sent messages again in April and
May, as well as calling her and left her with my contact information again.
That was my last time reaching out; it was from there that I contacted the
Revdex.com.             Again, I would like to reach a point
of agreement regarding these problem in the form of either a repair plan or a
reimbursement for the aforementioned property damage. Thank you
again for finally reaching out about the issue. I look forward to its
resolution soon.

Review: Derrick B[redacted], a Long & Foster realtor, showed my fiancé and I multiple houses in the Central Virginia area. Upon choosing to make an offer, Derrick directed us to a "trusted lender" in [redacted], at [redacted]. I asked Derrick if I could use a lender I was more familiar with? I told Derrick I had previously been approved by [redacted], at [redacted] with a 3.5% grant to use towards a down payment on any house, and an interest rate of only 3.5%, being that I have a 715 credit score. Derrick assured me she was the best in the business and I would be taken care of. I trusted Derrick's judgement and contacted Patricia. After two days of calling and leaving voice mails, she finally called me back and said, "I received your housing paperwork and I've already sent the figures to Derrick." She never ran my credit. With every house that I decided to make an offer on, the grant was not applied, and an interest rate of 3.75% was attached. This negligence made my overall monthly payments hundreds of dollars more than what I would have been paying had they been applied correctly. Every time I did the math with Derrick, something didn't add up. I contacted [redacted] each time there was a problem, to no answer. But whenever Derrick needed a price quote, [redacted] was the first to answer and send him misquoted paperwork. I was never given proper paperwork explaining these extra charges. Just sent emails with electronic signatures not explaining anything. It wasn't until I demanded to see paperwork from the last misquoted price that I noticed no grant had been awarded. To which Derrick said, "Did you mention it to her?" After I relieved Derrick as my realtor, I was sent an email from [redacted] with my grant applied and what my payment should've been all along. I missed out on 4 houses because of misquoting and negligence by Derrick B[redacted] and [redacted] Derrick was trying to get the most commission he could from a first time home buyer.Desired Settlement: Disciplinary actions take against Derrick B[redacted]. He has done this to more than just myself.

Compensation from Long & Foster towards any of their properties I want to make an offer on.

A written apology from Long & Foster for one of their own providing negligent services.

Business

Response:

I received your letter concerning a complaint received

from[redacted] regarding service provided to him by a Realtor in my office,

[redacted], and a loan consultant affiliated with Long & Foster, [redacted]

[redacted].Mr. Derrick B[redacted] was contacted by [redacted] in February

2016 and [redacted] requested to see a property listed for sale and an

appointment was made. ON their first meeting [redacted] informed by agent that he

was already working with a lender at [redacted], so my agent did not refer

him to our affiliated lender. That began a 2 month period of [redacted] texting

my agent with property addresses he wanted to see, and my agent always made

accommodating appointments to show him property after property. At some point,

[redacted] voiced complaints about the lender he was working with not returning

his calls quickly enough, so my agent asked him if he wanted the contact information

for out affiliate, [redacted] loan consultant. [redacted]texted ‘yes’ so

Derrick texted back [redacted] contact information.[redacted] did contact [redacted] and they spoke on the phone.

[redacted] has notes she made while speaking with him. She did, in fact, pull his

credit report and even made notes that she gave him a couple of suggestions to

improve his credit application. [redacted] has notes from several range because

he was not satisfied with the many properties Mr. B[redacted] has shown him. [redacted]

[redacted] is a highly profession and very experienced and successful loan

consultant, which if she operated at [redacted] described, would not be possible.

She promptly reacted every time that he made a request and was under the

impression that he was satisfied until the day he submitted his complaint to

the Revdex.com. That afternoon, [redacted] called her while she was meeting with clients

in her office who were making their written loan application. She responded to

his message, answering his question with a positive answer as soon as she was

free, which was less than two hours of him leaving his message. It was at that

time when [redacted] texted Derrick B[redacted] that he was dissatisfied with their

services and he wanted no further contact.Both Derrick B[redacted] and [redacted] offered competent,

professional service to [redacted]. I can see no basis for his complaint

whatsoever. We wish him the best in his home search.Please let me know if there is any further action required

from you in close this complaint.

Review: Sir/Madam,Sub: Filing complaint against [redacted] for his actions after my request to release my property from Sale listing Reg.We signed a [redacted] listing agreement with [redacted] to sell my property at [redacted] on 08/27/2013.After 2 months we decided to go for rental due to the efforts by [redacted] to sell the home didn't get any offers, due tothe market conditionswere not in our favor and to avoid double mortgage payments due to purchase of my new home. I kept [redacted] informed through multiple communications, hesuggested to keep the listing until I find a tenant and didnt mention any constraints .So, we went for the rental path after consent from [redacted] and in good faith, we thought of using [redacted] to list for sale after rental. After we foundour tenant and requested to release my property from listing, he started demanding contingency to put another contract to list my home after rental. We refused to sign any contingency to release due to uncertain Real estate market and then he demanded $500. We were surprised by these demands as these are not called in the agreement we signed. When I signed the listing agreement I specifically asked him that whether I have the option of cancelling in case of problem selling my home and he said that I can get out of the agreement without any penalty and contingency. The Listing agreement calls out the same if I get consent or request for release.We went by the listing agreement guidelines, informed about the rental option, requested to remove from listing, obtained proper consent before rental but [redacted] didn't remove the listing upon my request and demanded money. Further he sent a letter through his attorney demanding 6% of the list price of the home. We feel this as not ethical business practice and not treating the customers fairly.We have beenunder lot of stress inthe past months due to [redacted] actions and want to file this complaint to get justice.Desired Settlement: We are going through lot of stress due to his actions after I my genuine request to remove my property from sale listing. He needs to free us from his demand for Money and actions.

Business

Response:

I spoke with [redacted] from the business and he stated that since the contract is a legal matter the consumer would need to go through their legal representative to be able to discuss and come to an agreement with their Listing Agreement.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If [redacted] runs an ethical business, he should have done at least any one of these;

Review: After inquiring about a house through [redacted] the company in question signed me up for automatic emails from them. I clicked unsubscribe at the bottom of each email I could. I then started receiving emails that did not have the unsubscribe button. I responded multiple times and asked to be removed from the list and they did not assist me.Desired Settlement: Please do not add people at random to a mailing list. This requires my expressed consent which you did not have. I simply inquired about one property! Do not spam people!

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Long & Foster Real Estate, Inc. regarding complaint ID [redacted].

Regards,

Review: I contacted Long and Foster in early November, 2014, to manage a property at [redacted]. Mr. [redacted], the Senior Property Manager assigned the property to Ms. S[redacted]. Ms. [redacted] visited the property twice before we signed a contract in late November, 2014, and I sent Long and Foster a money order in the amount of $395. As soon as Ms. [redacted] received my check, she recommended that I change the entire siding to the house, and that I got the neighbors to clean up their yards. I let her know that I would have liked to be told of those expensive repairs before I sent her my check. In December, we settled on some less expensive repairs to certain parts of the house, and Ms. [redacted] promised to get me an estimate.

In the meantime, it was impossible to reach Ms. [redacted] regarding the estimates, other than the emails she sent every now and then about her going away from the office for a few days to an entire week at a time.

The City of Richmond had cut off gas supply to the neighborhood for some repair works during the holidays and left a note on the door that they be called to set up an appointment in order to have them enter the house to reinstate the gas. Ms. [redacted] knew nothing about the note until I called the City of Richmond to find out why the gas was cut off. Ms. [redacted] insisted that I make the call to set up the appointment with the City. I did go back and forth between Ms. [redacted] and the City of Richmond to set up a convenient time for them. However, when the city called to say they were on the way to the house, Ms. [redacted] never picked up her phone, so I had to make another set of calls. This went on for two weeks, with Ms. [redacted] making false statement each time, about the city not having called her.

On March 8, Ms. [redacted] sent me an email to say that she was not able to get an estimate for the repairs to the house, and as a result, Long and Foster would not be able to manage my property. I accepted her cancellation because I was tired of dealing with her. I sent her an email requesting a time that I can reach her on the phone to discuss my refund. She said she was at the office all day, but when I called, she was not there, and she did not pick up her cell phone. Since then Ms. [redacted] has not contacted me, and I have neither the keys to the property, nor my refund. The property was never listed for rent.Desired Settlement: I would like to have the keys to the house, my refund of $395, and loss of rent for the months of January, February, and March. Had Ms. [redacted] fulfilled the duties for which I paid Long and Foster, the house would have been rented during those months.

Business

Response:

To whom it may concern,RE: Case Number [redacted]Ms. [redacted]’s information was given to me and we met at her home at [redacted] in early April 2014. She was not able to get her key to operate the front door and while working with the lock of the back door, I was aware of the sound of running water.Upon entering the house, it was apparent that a pipe had broken and the house was under 1-2 inches of water throughout. With the help of a neighbor we turned the water off at the street and secured the house. The property was empty at the time and appeared to have been for some time. I recollect that she said it had been vacant since January. Ms. [redacted] indicated that she would make an insurance claim and we would reconnect when the repairs were complete. On September 2, 2014 I received an email from Ms. [redacted] telling me that she was repairing water damage to the property and if I was still interested in managing it, she would like to meet with me and take up where we left off before the flood. She said she would be available on Friday, Saturday or Sunday. I responded on September 3rd that I would be available on Friday and would be happy to meet with her on the September 12th. On September 8th I received an email from Ms. [redacted] asking to push the date to the 19th as the contractors had not been able to complete the repairs. The meeting did not happen (not noted why).On September 20th I received and email from Ms. [redacted] that the contractors had the key to the house and she would call them so that I could enter at my convenience. She travels here from [redacted], VA. She attempted to contact the contractor on the afternoon of the 19th to retrieve the key but was “too late”. She asked if there was a secure location she could leave the keys as she would be in the Richmond area on Sunday.On Monday September 22, I emailed her and responded and suggested that she mail the keys, securely taped and unidentified, to our office. I also told her I would be out of the officeThursday – Tuesday of the following week but would check the property when I returned.When I visited the property on October 16th the repairs were still incomplete, including no power, water or gas. I notified her to the fact and asked if she had any idea of a date of completion.At this time, she and L&F were not under any contract. The time and travel to her house was being done as a courtesy in hopes of a future contract.On October 23rd I received another email saying that the work should be completed as of that day with the exception of painting. She indicated that she would be in town on the 24thand asked if I would like to meet her there. I agreed to meet her at 4:45 on the 24th. I emailed her at 4:32 saying I was running late and I hoped I wouldn’t miss her at the property and I asked for her cell number. She was not there when I arrived. I conducted a brief inspection noting that the yard was in unacceptable condition. There was still no power, making it impossible to inspect on the interior. On October 28th, I received and email saying that the yard clean-up was complete and that she would like to sign the contract. She asked if it could it be done online. I responded on October 29th saying that it would be fine, that there would be information necessary in order to process completely, that we should talk or email to obtain all that was necessary.On November 22nd I received an email from Ms. [redacted], requesting a date we could begin marketing. I responded on the 24th that as soon as I had all the necessary paperwork in hand that we could proceed. She asked how long I thought it would take to rent. I told her I could not tell her, but that December and January were hard months with an upswing in the spring.On December 3rd, I emailed her that I had received her signed contract and had a question regarding banking information. I informed her that I would be going to the house to do an inspection, and assign agent if it was ready. I also told her I would not be in the office on following Friday or Monday. I did visit on December 17th and conducted what was to be a final inspection prior to marketing but the utilities were still not on. I reported to her the following along with an inspection including pictures.· Rear exterior door wood rot at base of frame· Siding rear, wood rot and uneven paint· Facia, wood rot, no gutters but downspouts hanging on corners· Broken bedroom window in rear· Wood rot on the exterior windows· Front porch badly worn from weather, in need of paint· Trim on exterior chimney has wood rot· Missing siding on right side of chimney It was my understanding that these repairs would also be addressed while the contractors she hired were there. On December 29th I received an email stating that the gas and water should be on and the electricity sometime the next day.Further, she said,” with regards to the repairs to the outside of the house I would be willing to fix the items on my list”. She said if I could not get someone to complete them by the end of the holidays, she knew of a handyman in Richmond that she would ask to take a look at the job. As for the siding, she said, she was “not able to spend money that she was not able to recover from the rent. The house is really and investment property. I am renting only until it can be sold at a price to recover my expenses. Given the location of the house, it is alright with me if you have to lower your qualification standards a bit to get a relatively decent tenant.”I replied in early January that I had checked the house again and that when I entered I was not able to get heat on. I asked if she had the gas turned on. There were numerous lights with no bulbs or burned out and that the window was still broken in the rear bedroom.I informed her that with respect to accepting less than perfect qualifications, it would be a mistake, that she (we) would end up with more headaches, possible default in rent, eviction, additional damages and more money spent on repairs . I told her it would likely result in a lose, lose situation.I recommended that she at least make the necessary repairs to the yard, window, get heat on, lights fixed and that it would show better. I informed her that I had suggested to someone who said they were looking for a house in the neighborhood to drive by; but never heard back from themI also informed her that we had been lucky up to this point with regards to weather, but with no heat she was likely to have additional problems if the weather was to take a turn for the worse.Finally, I said that I knew some contractors that I my be willing to take a look at the house and quote her on necessary repairs. On January 21 I received an email asking if we could speak by phone. She wanted to know when I would be available, that he was concerned she did not have any of the estimates that I had promised before the holidays. This information was offered after the holidays. She again noted that both water and gas were on.I replied at 9:19 AM, that I was available that day, Wednesday Jan 21 between 2 & 3 or anytime the next day. I later (9:47 AM) told her that I had forgotten a 2:15 appointment but that she could call in in the evening after 6:30 and gave her my cell number. I also said I would be in the office until 1 PM the following day. Further, I said that if she did not reach me, to leave me a message and I would return her call. At the end of January, the City of Richmond, while replacing gas lines in the area, turned gas off to all of their customers in the neighborhood. Ms. [redacted] left me a message on January 29th asking if I had received that information. I responded at 10:40 PM on that evening that I had and that I would try to make contact with the city the following day. The City of Richmond and surrounding counties do not allow and will not respond the requests for turn on or turn off of utilities by a third party regardless of the situation.It is the responsibility of the homeowner to make those and any requests for changes to service. Because the gas was turned off during repairs being made by the city, I made an attempt to have it reconnected. On February 2nd, I was told that the gas would be connected and that I would be notified by phone 20 minutes prior to their arrival. Someone had to be present at the time of the reconnects. They accept one phone number only, for requests prior to arrival. While out on appointment, I received a call and asked on one of the ladies in the office to meet them there as the house is not far from our office. [redacted] left after my call and waited 45 minutes. They did not show, nor was there a door hanger indicating that they had been there prior to her arrival. Historically this is not an uncommon occurrence when dealing with the City of Richmond utilities. If the phone is not answered promptly, or you are on another line, do not get to it fast enough, they proceed to the property, find no one there and leave. The call back number they leave is the main number to the Department of Utilities to which you are directed to an electronic answering service. This process on [redacted] was to be repeated another 3-4 times.Gas was finally reconnected, and heat restored , an exact date I cannot determine. February entered with an onslaught of below normal temperatures paralyzing the area, inundating insurance companies and over booking hotels in addition to tying up any and all available contractors.On Sunday March 8th I reached out to Ms. [redacted] to let her know that as a result of the unusual cold and resulting weather related emergencies, I was not able to accommodate her with the extra services of finding people to provide estimates for her as I was hoping. In light of this unfortunate turn, I asked her if she would like me to recommend another management company. I apologized for not being able assist her further and informed her that I would close her account and return all her funds.On April 7, I did so and refunded her money. If her keys have not yet been returned, they will be mailed to her by the close of business today. If you need additional information or require pictures and supporting documentation, please contact me at [redacted]. Best Regards, [redacted]Property Manager/RealtorLONG & FOSTER REALTORSProperty Management Office8411 Patterson Ave Suite CRichmond, Va. 23229Telephone: 804/740--4385Fax: 804/346-4063[redacted]