ComplaintsforUSHUD Cooperative

• Initial Complaint

  08/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  At the end of July I submitted a service ticket to ensure my subscription was canceled, because just as other consumers have complained, I was guaranteed leads and all I recieved were leads that were with wrong client info, bad credit, not anywhere in a position to buy, ect. WORILABLE LEADS! I gave it the 3 months I signed up for, hoping i would get 1 lead that would result in a conversation, but nothing! I reached out at the end of July to ensure that I was NOT BILLED for August 24th bill. However after submitting 3 tickets to cancel and not receiving 1 reply from the company, I am reaching out BEFORE they charge me again! THIS COMPANY IS SCAMMING MONEY OFF IT'S CONSUMERS FOR BAD LEADS, WHY ARE THEY BEING ALLOWED TO DO THIS AFTER MULTIPLE COMPLAINTS!! I am reaching out to the BBB in hopes that they will respond to you. I have called the phone number on the website 1-800-880-8584 and no one EVER answers, it's just a recording. I had a voicemail from Malia at 1-443-********, however everytime you call it, it just beeps to leave a message, THAT NO ONE ANSWERS OR CALLS YOU BACK ON! I just want to ensure my subscription is canceled BEFORE August 24, 2024!! I think the fact that you cannot get ahold of anyone at this company is a HUGE red flag. I wish I would have looked on the BBB before deciding to sign up for 3 months @ $299.00 a month, what a WASTE OF MONEY!! Please see attached screenshots of my attempts to cancel and NO response back. Thank you in advance for your help!

  

  Business response

  09/06/2024

  We are sorry to hear of the client’s dissatisfaction with our services.

  
  Multiple calls were made to the client to discuss the cancellation as well as to assist them with getting more out of the program. Unfortunately, we were unable to connect with the client any time we called them prior to 8/21. The client is correct in that she returned the calls, unfortunately she never left a message, prior to today, so we did not know the calls were returned.

  
  Had the client been open to the idea we would have been more than happy to assist them with proven tips and tactics with converting this particular lead funnel.

  
  The client has been released from all future charges and the account was removed on 8/26/2024.

  
  We wish them the best of luck in their next business venture.
  

  
  

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, ONLY because they canceled my membership after contacting the BBB.

  I want to make this very clear though, this company does NOT allow for you to leave any kind of message for anyone to call you back. I called 5xs, never ONCE could I leave a voicemail, due to their system they have in place. And based on several other comments I have read about this company, this seems to be an ongoing issue that they have no desire to fix. Hence a SCAM! 

  The leads they provide are horrible, regardless of the training they would provide! They send leads for people that have horrible credit and in no way would be eligible to be approved for any loan.

  I would NOT refer this company to anyone!
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In March, I received a phone call while driving from USHUD offering local real estate lead-generation services, for varying periods of time. I had to decide during the call, I didn't have the option to call back. I was told that 85% of customers choose to renew their membership, which influenced my decision. I chose a 3 month trial, to get exclusive leads from 2 local counties, at $807 each. USHUD emailed an invoice (see attached). My July credit card statement had a June charge of $1614 by USHUD. I called to verify it and to ask why I hadn't received a reminder of the renewal. NC General Statute 75-41 states that any renewing subscription-type charge CANNOT BE MADE AUTOMATICALLY if the renewal period is more than 60 days. A reminder is REQUIRED 15 days prior to renewal stating the amount to be charged and the impending date of the charge, otherwise the renewal is void and the charge must be refunded. I was told in the USHUD initial phone call that I would get leads from people who entered personal information, thus reflecting their serious interest in properties. I've since learned the information is gathered by "forced choice," and in order to see any real estate information, the customer MUST provide their personal information. Thus, the quality of the leads is NOT what it was portrayed to be. During the trial I received NO good leads. As a resident of NC, I expected a reminder prior to renewal and intended to cancel. Please note, I did NOT go to USHUD, which has their "virtual office" in MD, seeking their services. They came to my state for my business, (which is hyper-related to the local NC area)! USHUD should abide by NC law if they wish to do business in NC! Of the "85%" of USHUD customers who renew their subscription, undoubtedly many are a result of these exploitive business practices - they were automatically renewed without choosing! For USHUD to use this renewal rate as a selling point is misleading. I would like USHUD to refund me $1614, per NC law.

  

  Business response

  09/06/2024

  We apologize for any perceived breakdown in communication.

  
  The transaction, per our terms of use, is based in MD and is subject to MD law. The initial sale was for advertising and any leads generated from said advertising, to be renewed quarterly, unless the client told us otherwise, prior to renewal. This was reiterated in both the receipt as well as the welcome call. Furthermore, the client verbally agreed to at least one additional quarter of billing in exchange for additional services that were rendered. A recording of this call is available to the BBB upon request.

  On 6/27, approximately 2 weeks after the renewal had occurred the client expressed their displeasure with the renewal. At that time they had agreed to let the charge stand in exchange for additional time. 

  
  We still intend to honor the additional time the client had agreed to and have the account set to cancel on 11/19/2024 and never be charged again.
  

  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a sales call from Barry with US Hud advertising "exclusive" buyer leads for Alamance County. He went through his sales pitch describing the great reviews they have and the amount of leads my county typically produces which was at least 10+ per month. He spoke about how USHUDCooperative has several websites which is how they maximize their exposure for agents who participate in their exclusive lead generating program. I expressed that I was not interested at the price quoted & he said he would provide Alamance & Durham County for the price of one. I had stated I would need some time to consider it when he said that I wouldn't have the opportunity again since he was going to keep calling until he found an agent wanting these leads. It was a very high pressure sales pitch intended to keep me on the phone and convince me of the "value" his company was going to provide. I have received 15 leads over the last 2.5 months, nowhere near the amount that was advertised and none of these leads answered or responded and/or even had correct information. Most of the leads I believe to be false, their phone numbers did not match the name provided & most have criminal records. I discovered today, that indeed my purchase is not exclusive & they have continued to call other agents within my own firm & team to offer the same thing they offered as exclusive. Justin replied & essentially told me that he will not communicate via email, but I am not interested in speaking on the phone without a written record. He has offered "resources" to send my way for additional leads but I am failing to see how that would be of value when my experience so far has been that these leads have not been real people. I never received a copy of the contract or an audio file of my initial phone conversation. I am amazed with so many complaints sharing the same experience I had that they can refund the money, claim they did nothing that was false and keep an A+ rating. I have asked for a refund.

  

  Business response

  08/06/2024

  We were attempting to contact the client via telephone as it would allow less room for misunderstandings in explaining what the client is seeing. 

  
  As stated in the paid invoice, the client provided the BBB, the client ONLY paid for Alamance County on USAHUD. The screen shot they provided for Alamance was for USHUD and NOT USAHUD. The client’s courtesy spot in Durham was provided gratis until such time as the area was purchased. As the courtesy area was purchased, the client lost the free spot.

  
  We highly encourage the client to return Justin’s call. He will be more than happy to assist the client with additional time to help them hit the expected lead volume.  
  

  
  

  Customer response

  08/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I have looked at the other 28 complaints to the BBB regarding this company and all of them describe my same experience. We were promised exclusive leads in a high pressure sales call with 15-30+ leads a month with an extra closing per month a couple listings a quarter too. I have included previous marketing emails from other sales reps that display a pattern of their behavior and only further reinforce the misleading marketing ploy of “exclusivity” and the power of their “cooperative” of websites- not a mention that the “exclusivity” is for ONE of their identical websites and in fact there will be many “exclusive” agents for the same county across their platform. 
  
  
  This is not my first paid lead generation but this is the first time a company has called with promises and slanted sales language to spin a result that simply isn't true. I am fully aware that not all leads end up as clients but I never have had all of those leads with bad information provided AND been unable to connect with a single one of them. I have never EVER had this issue with zillow or realtor.com and USHUD is claiming to have higher quality and volume than those competitors. 
  
  
  I have asked for a refund and explained to Justin I am not comfortable speaking on the phone. I have no way to record what is being said and I have already seen how they spin a respond to complaints and questions about the product we thought we were purchasing, versus what has been received. I have paid for services that have not been rendered and I do not want to continue further with this company.
  
  
  The response has been tone deaf. Justin replied that if I will call him, he has "resources" to give me more leads and extend my 12 months into 13 (now that I have officially complained) but are not willing to refund any portion of the $2960 I paid. If there are “resources” available to deliver the lead quality and volume I was sold then why wouldn’t this be the case all along? I am not interested in future promises just so they can drag me along, when my experience (and 28 other BBB complaints) have shown otherwise.
  
  
  I have been told I cannot receive a refund and I cannot cancel, I am stuck with a $2690 service I feel I was tricked into buying. If I had realized in real time the sales pitch I was falling for, I would not have committed to such a large amount of $2690 for a 12 month period. This company is very good at making you feel like you are being offered an exclusive opportunity that won't be available if you don't act now. 
  
  
  I ONLY paid for this service because I was told it was EXCLUSIVE and I was getting not JUST ONE county but TWO for the price of one. If I had not been told I was getting two counties as the exclusive agent I would not have purchased this product. 
  
  
  I also would not have purchased this $2690 product had I not been told I would get a high influx of leads. The notes I took from that call with Barry was that “the absorption rate is 10-15% and to expect 15-30 leads a month for each county”. 
  
  
  This was not accurate or true. 
  
  
  What I have received is not what I was led to believe I was purchasing and has less than under performed compared to what they touted to be a massive exclusive lead generation opportunity. 
  
  
  I am struggling to understand how a company can sell you exclusive leads for an entire county, but will continue to call every other agent in the area and offer them exclusive advertising for the exact same county. My own teammate was called yesterday and offered USA HUD leads- how is this not a predatory marketing ploy? 
  
  
  I feel misled, scammed and a victim of a fraudulent high pressure sales call. Just because they are telling everyone that we are wrong, doesn't make it okay that the "exclusive" sales pitch of all of these leads isn't misleading and the promise of 15-30 leads per county per month simply untrue. 
  
  
  I again, respectfully request that I be refunded. The sheer number of complaints over several years, that are all similar should indicate that what this company is advertising in their sales pitch is misleading versus what they are actually selling. They work on volume and can get enough agents on the phone to sell the dream of "exclusive" leads and advertising on their "cooperative" of websites.  Inflating numbers and making something sound exponentially better than it is, is misleading and predatory behavior to get people to turn over their credit card information like I did. 

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  06/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was called by this company and promised great leads and business. They promised I would have a closing in a certain time, and more under contract. They said I would be the only agent in my county. After 1 month and no leads, I requested cancelation. The manager called me promising more leads and added me to surrounding counties. He waived my following month payment. Another month goes by and I was sent fake leads. 1 had a number out if service, multiple never answered their emails or calls. So I requested cancelation, because I'm not paying hundreds for nothing. I was told by Justin I'm not allowed to cancel until my 6 months are up. Then he said he can take me down to 3 months and end service in August. In 2 months I was promised multiple things and none have been true. I have proof of everything and am more than happy to show it. I also have recordings of the phone calls of them promising deals and closings in exchange for the monthly payment. I asked multiple times to cancel and they keep saying no. Very, very shady. I've spoken with multiple other agents who have had the same bad experience. They seek out agents and try to sell a dream. Then provide nothing.

  

  Business response

  06/25/2024

  The story presented does not match the actual story or a working understanding of leads vs referrals. 

  At no point were closings guaranteed.

  The occasional bad number is to expected with leads. A lack of response requires more follow through, often equating to calling at a different time. The client was resistant to assistance to training on converting leads. 

  On 6/18/2024 the client was given a full refund. Despite already having received the refund and proof of refund, the client filed a dispute with their credit card company. At this point there is nothing we can do. The client received their money back AND disputed. 

  Customer response

  06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 12th, 2023 give or take a day, I signed up for a membership with them as Hud homes as they explained they had branched out into marketing. They said they would provide 50 leads per month and most of them to be seller leads and higher quality than leads such as ****** and ***********. It is November 13th and I’ve received a total of 8 leads. All of them were worse than any other company and they say I signed a 6 month contract that they will not show me. They say it was a verbal commitment and they have it on tape that they won’t provide. I just want them to go away. A business that has to say we have you in a contract is not a real business at all. This is a scam and they are selling a product they don’t have. I didn’t find their terrible reviews until it happened to me as well. I have blocked them with my credit card company.

  

  Business response

  12/05/2023

  The client’s recollection of the facts does not match our records. 

  
  The client was previously released from the audio contract they had entered. A copy of this contract was shared with the client. We also find it odd that a person whose business is dominated and defined by lengthy contracts would even consider writing, “A business that has to say we have you in a contract is not a real business at all”.

  At no point was the client told to expect 50 leads a month for the minimum purchase size. They had been instead told an average of 10 a month. 

  
  As it was apparent that the client was unwilling to work with us or review the facts, it became clear that it was in the best interest of both parties to part ways. The account was cancelled after just one payment with us waiving the remaining $1,495 the client had committed to. The client is offline and will not be charged again. We’ve added their contact information to our do not contact list. 
  

  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a real estate agent in **** ***** ****** Florida. I recently purchased a 3 month subscription to USHUD Cooperative to be listed on USHUD Cooperative's website to be an exclusive ******* to Martin County. I have checked the website several times to check when Martin County cities in Florida will update for me to be listed for covering those areas. I have texted the the USHud Site Manager, Kevin W*** a few times. I called the Client Member Services Manager, Jennifer A***** and left a voicemail. I emailed them both with no response. I also tried calling their customer service number at 1-800-880-8584 and left a voicemail as well. I am concerned that this business is a complete scam to realtors just to get money and never actually provide lead services that are in the so called contract they have realtors sign. I paid them $807 on Sept. 26th and I want a refund for the full amount since services are not provided and no one seems to respond to any form of communication. *My uploads include the invoice for $807 I paid on Sept. 26th. *The screenshot is of the email I sent to Kevin and Jennifer. I also called and texted them and customer service number- no answer/response to my voicemails *And the screenshot is from this morning showing that **** ****** is assigned to Martin County, Florida on their USHud website when it is supposed to be me listed as the agent for that Florida county All I want from this is to receive my total refund for what I paid, being that I am a new agent I do not have funds to freely give out to scam businesses that will not actually provide services they state they provide. Contacts I have for USHud Cooperative: Kevin W*** 410-******** kw***@ushud.com Jennifer A***** 443-******** ja*****@ushud.com Customer service number: 1-800-880-8584 Their info from Google: Located in: OLD SOLOMONS OFFICE CENTER Address: 65 Old Solomons Island Rd #204, Annapolis, MD 21401 Hours: Open · Closes 5?PM Phone: (800) 230-9519

  

  Business response

  10/06/2023

  After speaking with the client we've reached an amicable resolution. Member Services had been previously in touch with the client electronically and today the situation was resolved via a phone call. 

  

  Business response

  10/16/2023

  We are sad to hear that the client changed their mind so quickly from the previous resolution. Our client was the only agent receiving their leads. Had they been willing to work with us, we would have been eager to assist them in overcoming the avoidance answers they encountered.

  
  Heavy Hammer is the parent company of the USHUD.com family of websites. The sales call, the receipt, and the welcome call all laid out which exact site the client purchased. Any failure to know what they purchased after it was disclosed several times, fell solely on the client. 

  
  The client’s statements about ******* and ****** are 100% false. They also maintain a family of websites.  ******* is owned ultimately owned by New Corp and includes Move and Avail in its’ family of sites.  ****** owns *** **** ******, and several other sites. It is common practice for real estate sites to diversify their market presence. The big difference with the Heavy Hammer/USHUD.com family of websites is that we were founded by real estate professionals, for real estate professionals, and are 100% American owned. 

  
  While we hate to see the client walk away, after previously agreeing to stay, we have decided that parting is in the interest of both parties and have issued a full refund. The client was sent confirmation of this refund and should see it post to their account within 5-7 business days. 
  

  
  

  Customer response

  10/16/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even though the multiple websites and exactly what I signed up was not disclosed at the beginning before payment but was disclosed in bits and pieces and contradicting information was given by all 3 reps I spoke to throughout the two weeks I will accept the full refund and gladly part ways from this company. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of the transaction was 8/10/2023 Nancy with USHUD COOPERATIVE called & said they do lead generations for realtors and that the realtor that services the surrounding areas I work in had moved. She said that if I signed up for the Bedford & Franklin Counties. I would get all the leads sent to me only(no other realtors). The leads I received were bogus none of the phone #'s worked, unable to reach by text, or e-mail. I sent an e-mail on 8/30/23 explaining that I wanted a full refund and to cancel. No response, e-mail the lady that sold me the service. The next thing I know I'm getting a call from the manager Justin A****** saying no refunds will be given & that he will boost my Algorithm to get leads & add Roanoke County at no charge, why would he need to do this? If I'm only realtor getting leads? Justin A****** will not respond to any e-mails that he thinks can be used to disclose this scam, he calls & will tell you he has a recording of you. I say play it and send it to me I did not agree to the service you didn't provide. Found out by accident that another mortgage lender in the same program that the leads for Bedford County that I was suppose to exclusively have were going to another realtor too. Roanoke County had 3 other realtors. I called the realtor in Bedford County & confirmed he was getting the leads and felt the Company was a scam. On BBB Story after story of this & Justin A******'s name. Finally, he sent e-mail of cancellation of the so called service with them. Also, I have tons of e-mails from this company, records, and other contacts to provide to prove my case. The website is deceptive also(*****************************). There is SCAM, all over this. I paid for services that were not rendered & this is FRAUD not to mention just straight out lies. Escalation to the local & national media, ******** *********** ** ********, bank, & authorities. I'm working on all of this & have disputed this charge with my bank in the meantime.

  

  Business response

  10/12/2023

  
  The client appears to have been confused as to which site they purchased. They were 100% exclusive for their purchased area of Bedford, VA on our ********* site as stated on the phone and in their receipt.  This purchase did not include any of our sister sites.

  
  A review of email and telephone calls found that the claim that our rep did not return communications is 100% false. We instead found calls that went unreturned to us. In fact, when the rep was able to speak with the client, the rep had reduced the contract by over a thousand dollars in an attempt to appease the client as well as giving them additional representation for free.  

  
  We have decided that it is in the best interests of both parties to part ways. A full refund has been issued and the client’s phone number and email will be blocked to prevent ever doing business with them again. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has several names, they told me usahud.com or ushud.com as a few. They billed my credit card in May of 2023 for $897 and in July 6, 2023 I contacted them to cancel this service. In August my credit card was again billed $897. I contacted them 4 additional times since then to discontinue and refund my money and I keep getting ignored. This was a lead service for Realtors and it was terrible, the leads mostly had missing or misinformation and I wasn't able to get ahold of one single person they sent to me. This was a total scam. I had to cancel my credit card and I want my money refunded. ******* *******

  

  Business response

  09/28/2023

  While we apologize for any perceived breakdown in communication, this was in fact a charge that the client had previously agreed to via a signed contract. A copy of this signed contract has been shared with the BBB. 

  The account is set to cancel on 11/18/2023 and not be charged again. 
  

  
  

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was not told I couldn’t cancel this service, which I did in the beginning of July. I was made to believe I would get viable leads, and every one of the few I received was either missing information or had incorrect information. 
  This in fact was an expensive scam!

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/14/23 I received a phone call from a USHUD representative about a lead source program. She explained to me that my area had just opened up and that it was a great area with quality leads. I did ask a lot of questions and of those questions I did specifically ask twice if the leads were vetted. She never gave me a direct answer, but implied that the leads were in fact vetted. I also asked how many leads did the previous representative close of the leads that were provided. She told me 8 from the previous 12 months, and 14 from the 12 before that. She stressed the fact that I should sign up before the weekend because weekends were extremely busy, so I did. I paid $897 for a 90 day membership which she said that she discounted for me since I did pay in full and she waived the setup charge. The weekend went by with no leads provided so I sent an email to customer service because she said that she was going on vacation. I received a phone call from her director which did in fact confirm that she did not give me entirely accurate information because he stated that he listened to the call twice. I told him that I did not feel comfortable with the company and that I wanted a refund. He told me that he would rearrange some things online and give me free access to his support. I still kept telling him that I did not feel comfortable and wanted a refund, but he did not acknowledge that. He said the best days to contact him were Monday and Friday. The week went by with still nothing, so I again tried to reach out on Friday, but was told that he was on vacation for 10 days. I just want to get a full refund and be away from this misleading company.

  

  Business response

  08/01/2023

  While we disagree with many of the points brought up by the client, we do agree that the exceptionally slow start and breakdown in communication warrant a full refund. Confirmation of the refund has just been emailed to the client. Depending on how quickly their credit card processes the return, they should see it post within 5-10 business days. 

  Customer response

  08/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My issue with this business has not been resolved and I want it resolved using another mediator, such as the Better Business Bureau. I was officially let out of an 90 day agreement per a written agreement after a complaint. Per the email below I was not supposed to receive leads past July 20. I received leads July 21, had to inform Erika/Eric/Justin, that $249 was taken out of my checking account. There was a mention of my money being refunded, also they had a recording stating I said this or that, but I want things simplified without an argument. Please do not draft money out of my account anymore and I want correspondence from a supervisor other than Erika/Justin/Eric explaining that the matter has been honorably resolved effective by July 31, 2023 and there will be no collection attempts.

  

  Business response

  07/25/2023

  After an initial committing to a 90-day period the client got cold feet and was converted to a month-to-month account with their consent. All that was required to cancel was notice, 48 hours prior to renewal. In lieu of providing advanced notice, the client informed us of their desire to cancel after renewal had occurred. 

  A full refund was submitted to the client’s credit card for the 7/20 charge on 7/21, despite their failure to abide by the amended terms they had agreed to. Proof of this refund was emailed to the client. As stated at the time of refund, it can take 5-10 business days for a credit card to post the refund. We are just now starting day 3 of those 5-10 business days. 
  

  Below is break down of all transactions including the refund.

  *** Removed sensitive information

  
  
  

  Customer response

  07/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: I object to the response description of the scenerio and wish no further contact with this Company. I have been in talks with my bank. Thank you.
  
  Sincerely,
  
  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩