ReferralExchange, Inc.

Hi [redacted],
Thank you for reaching out and I'm sorry for any confusion you have about our process. I'd like to outline the chain of events and Terms of Use in order to clarify ReferralExchange's position and follow up. After you purchased your ReferralExchange account you submitted 28 leads through our...

system. We worked all of those leads on your behalf (as per the Terms of our Agreement). Prior to the 14th you called in to outline your concern about your Broker's position. The product (and Terms) were reiterated to you and you no refund was requested or provided. After that phone call, our company called your Broker and left a message, which has never been returned, in an effort to explain our process and Terms.
Later, on the 14th, as you pointed out, you called with continued concerns about your Broker's position. We explained the Terms of Use again (we do not offer refunds if you have used the service and we have worked your leads already because we are already spending money servicing your submissions). That representative went outside of our normal process and offer a partial refund of $200 as an act of good faith to assuage your concerns. You accepted that refund. That representative also outlined to you that ReferralExchange would send you something in writing letting you know that you would have no obligation to submit referrals moving forward. He then sent you that in writing by email. 
We've made an exception for you with regard to your refund-which is not owed due to the Terms of Use of the Agreement but we wanted to offer nonetheless as an act of good faith. We've also provided in writing that you are under no obligation to submit future referrals. Given the fact that we have 1) provided a refund  which you accepted and 2) released you of your obligation, ReferralExchange does not understand any further action to be due.

Complaint: [redacted]I am rejecting this response because: I accepted the lead June 28th or 29th not September.  It is a lead if the customer doesn't respond to you.  She never responded to me until her old agent (that moved to Nashville ) asked me if I would take the listing.  So they are wrong and were not the reason I got the listing.  [redacted] I accepted in April 2015 but she did not list with me.  She called me on June 21, 2016 because her husband passed away and I listed the home.  This was over a year but I am fine if this one sells to give them a referral fee.  This company does not deserve a referral fee because I did not get the listing on this home because of them.  Sincerely,[redacted]

Hello [redacted],
I am sorry that you are frustrated, although we disagree with the characterization of the follow up by our Closing Department. To clarify: we sent you a referral in 2013 at the direct request of the client, whom we spoke to to confirm the request. You accepted the referral, updated...

ReferralExchange four separate times over four months with positive feedback on the status of the client's listing potential. You subsequently listed and sold the property we referred. Since there is a legally binding referral agreement in place, we have requested the referral payment from the transaction.
We have outlined to you our policy, specifically that we will release our interest in the event of a prior, active signed contract or agreement with the client. We have asked you for this specific documentation however you have not provided it because you did not have an active, prior agreement with the client in writing. We are following our policy, which we have outlined to you a number of times in writing and over the phone.
Please keep in mind that you have successfully closed two different referrals with us, and paid us on those two closings. We have had a positive, successful relationship with you for years now, one that has been mutually beneficial. The head of our Closing Department has taken this into consideration in his outreach to you, and continues to actively present various options for resolving this outstanding referral payment which we hope that you will consider. Since he is exclusively responsible for resolving these types of issues, we have requested you go through him, rather than through other representatives that cannot help. We are optimistic that we can come to a resolution on this issue, and I encourage you to consider the options he has presented.
Thank you for your time.
-ReferralExchange

Complaint: [redacted]I am rejecting this response because:this business is trying to do this to other Realtors. I clearly sent all documentation letting them know I had a previous business arrangement with these clients. There is no way of knowing who the client would be without clicking on their link. And after that occurred, I immediately let the 2nd referral company know this. They verbally replied that it was no problem, that they would delete the referral. They are not holding up to their word. And, they have offered to 'lower' amount, why would you do this if you were 100% correct? I do not owe them this money.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: As before, I did not "sign" an agreement with this company.  I merely "clicked" on the link.  And I know, you state that this is accepting it, but I believe it isn't.  And after, I saw who the client was, I already have a relationship with this person.  I was already showing them houses by this time too.  I immediately made a phone call to your company. And the lady said, no problem, this happens.  So you went back on your word, and have tried to collect on this.  I feel I do not owe this money.  AND, this company has made a habit of trying to shake down other Realtors.  I have names of others that they are trying to do this to also.Sincerely,[redacted]

Hello,
 
I am sorry for your frustration, although we disagree with the characterization of the follow up and also the specifics of the referral agreement process. Our concern is that the client submitted a request with us, which we confirmed (both before and after the referral was sent and...

accepted). It appears the initial contact (you have cited three different, mutually exclusive parties and situations from which you initially received the client's information) did not secure the client's business, since they initiated the contact with ReferralExchange and we confirmed it prior to sending the referral over to you. We also provided the client's search details prior to acceptance. 
ReferralExchange has outlined it's policy numerous times-both before and after the transaction took place-which is that an active, prior signed agreement with the client would release our interest in the referral. That was indicated in writing and over the phone. I am sorry for your frustration with our follow up, however as the clients have confirmed the success of the purchase-and no prior, active agreement exists with the client, we have not released our interest in the referral. Our Closing Department has followed up with you to attempt to resolve the issue-taking into consideration the complexity of the situation and offered potential solutions. We're optimistic that we'll be able to come to a positive resolution.
Thank you.
ReferralExchange

Initial Business Response /* (1000, 7, 2015/11/30) */
Contact Name and Title: [redacted] Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@referralexchange.com
We spoke with Mr. [redacted] after receiving his complaint, and answered his questions/addressed his concerns. We also...

sent an email with additional information. Mr. [redacted] sent us an email expressing his thanks for the follow-up.
ReferralExchange does have a partnership with CRS the Council of Residential Specialists. CRS Designees are entitled to receive leads from ReferralExchange at no charge. The program is called the Qualified Consumer Leads Program and it is powered/operated by ReferralExchange.
Initial Consumer Rebuttal /* (2000, 9, 2015/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the business was able to answer the questions I had originally asked the best way they could. The guy who called me back was much more knowledgeable about the product and service. He also didn't keep asking me what card I wanted to put it on. My call was recorded and I believe they will be able to use that to train future calling prospectors to understand when you are asking someone to invest over $500.00 they better be able to answer some questions. As a business owner I want to make sure I understand the cost, what's being asked, and if I believe I can have a return on my investment.

Complaint: [redacted]I am rejecting this response because:Again, I have told you that I called your company after I clicked on the email and told you I was already working with these clients. Your person said no problem. I will take your name off. I had already accepted the lead from Realtor.com, and thus called the clients right away. If you need verification from my clients on that, I'm sure they would be happy to give that to you.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
Contact Name and Title: [redacted], Marketing
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@referralexhange.com
Thank you for feedback on our sales process and we will relay your concerns to our Sales Department.
ReferralExchange...

provides significant value to agents who wish to grow and expand their referral business, by making it easier for agents to take advantage of every referral or lead outside of their preferred area, price point or property type. We manage all of the paperwork, follow-up and tracking so that agents can easily manage their referral pipeline .

Hi [redacted],
ReferralExchange's resolution process goes through our Closing Department, not through this site. The Closing Department has already reached out to you multiple times to request follow up and documentation, and they have been in contact by phone and email regarding your disputes. They have outlined our expectation of the Referral Agreements in place, particularly the matter of procuring cause and expectations therein. Since we have agreements in place that originated through our company and referral, any disagreements you've made must go through the proper channel, which we ourselves are using actively. We are requesting a resolution ourselves through that process (through our Closing Department) and they are available to respond and work toward a solution. 
Thank you.