Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AgentFire never properly completed my website but they did overcharged me and then terminated my account for no payment even though I was a month ahead. I was advised the initial layout of my site would be ready in 1-2 days (which is also listed on their website **************************************) and able to go live as soon as the *** was approved (1-2 weeks). However, more than a month later I was still without a working site. My site had many many issues and glitches. The search filters and hyper local add ons including demographics were not even included. The area guides an maps were not linked or mapped correctly. My contact information is incorrect. The site was made live w/ poor information which would be obvious to customers. I sent consitent communications asking for help and resolution. AgentFire would not respond or told me I had to pay for training to build the site they were supposed to build for me. I asked for escalation to supervisors and was ignored. My 2nd month was supposed to be free and I was not supposed to be billed until May but I was billed in April and shut off for May without even a single phone call. I received 30 mins of training on how to use my site and was told to pay for any additional. My clients couldn't even search for homes with typical filters such as a pool or condo or filter single fam vs RVs. All of which was initially promised and listed on the providers site as included w/ every package. I was baited and switched, then shut off when I asked for help and correction. I would like my site back up and fully functional w/ the month that I paid for credited back to my account or I would like my entire set up fee and both monthly fees returned. They received 100% pay and I received a site that was never fully "set up". I'd like the entire set up fee $450 returned and the $149 I was billed in error which still lead to them shutting my site down inaccurately. I had to beg for updates almost two weeks into the process.

• Initial Complaint

  Date:03/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Agentfire.com on December 1, 2023 ($524.00)to build our business momentousrealty.com a lead generation real estate website. Agentfire.com (employee: ***************************) was aware that we would cancel our current services with a 3rd party company upon hiring Agentfire.com. We were given a delivery date to occur right before the end of the new year. However, initially, we started with problems we could not access their system online; the company was not too proactive in trying to help us resolve our connectivity issue. Upon resolution, we immediately provided all required information to start the site build. At this point, we had access to everything. Once we started asking questions....our backend access was disconnected by our website designer ******* We continued to request our access be restored. Note: this access allowed us to visually see all the website feature we could select for our design. Without this access we could not tell the designer what our needs were without seeing the available modules. However, ***** assured us that we would not be billed until we had a completed website delivered. On January 8th, they erroneously charged us for $228.00. We inquired the status of the build and nothing was moving forward. We required IDX on the site and we inquired to the progression of this system....still no activity. 2/29 we added a new feature thinking this would make them move forward. That did not happen. Movement forward for IDX did not occur until February 9th. Keep in mind this should have occurred back in Dec. We made demands on Agentfire. to take immediate action or make a "full refund". Well on March 1st, we received an email stating our account was cancelled. We didn't make any request to cancel our account. We requested the full refund for their lack of performance in the amount of $1,174.00 AS OF MARCH 2, 2024 NO WEBSITE HAD BEEN DELIVERED TO MY ATTENTION FOR PAYMENT MADE. A pre-made template was used-no actual design work.

  Business Response

  Date: 03/06/2024

  ***** signed up for our basic AgentFire website option called Ignite. Ignite is our basic website package suited for clients who want to establish a branded website that isn't custom-built like our semi-custom or custom options. Although it lacks the customization of the other two options, it's easily launched because it's templated, and all we need to do is brand it to a client. We provided ***** with login credentials on December 4th (Screenshot below) so she could fill out some forms available in the Agentfire Dashboard. All clients are given login credentials when they are initially onboarded to complete the forms. ***** had trouble logging in and emailed ***** and Support on December 4th. From December 4th through December 8th, when she said she was able to log in, Support and ***** were consistently following up and trying to troubleshoot and guide her. I have included the emails below, showing consistent communication during this time and providing solutions. Once ***** was able to log in, she submitted the necessary forms, and we assigned her a designer, ****, to get her site set up. On December 12th, ***** introduced **** and told ***** she could choose from one of our four templates that **** would start to prepare for her (Screenshot below). On December 13th, ***** responded about the website build-out, but her request fell more in line with a semi-custom or custom site. ***** followed up with her (Screenshots below), stating that there might have been some confusion about the package she selected, and we needed to realign on the expectations of what the Ignite build included. ***** felt that this was not clear and wanted us to move forward with her request regardless of the package she chose. On December 14th, **** reached out, saying she would begin work on her Ignite page. Then, on December 19th, she followed up with ***** and provided a link to the ***** site. After some back and forth, **** discovered that ***** was going into the Agentfire Dashboard and making updates to the web pages. We block access for this reason. Having a client go in and start adding or editing information while our designer is still building the site causes a large number of issues and delays the overall timeline to complete the site. ***** said she needed to go in and make these updates and demanded access back because she could not give us any feedback without backend access. We eventually provided ***** with access again after **** finished up the site. On January 7th, ***** requested a refund and not to be charged until she had a functioning site. For all Agent Fire clients, payment starts on sign up and not upon the completion of the site. We did, however, offer her a credit she could use for a Click Map that we built out for her. ***** never said she would not be charged, but he did offer to use what she already paid as a credit for the click map, which we normally charge around $350 for. On January 24th, **** provided ***** with the completed site. ***** asked if she could make edits. ***** and ***** had continued back and forth about click maps, and then on January 30th, ***** again asked for her card not to be charged because she did not have a completed site, even though we sent her the site for approval on January 24th. Billing stated that 'I do want to inform you that payment does start on sign up and not upon the completion of the site.' To alleviate concerns ***** had, we again gave her a one-month credit that would cover March. **** then followed up to make sure that she was aware that the template was ready on February 9th. Between February 9th and February 27th, there was additional back and forth, and in that time, we also added Neighborhood Guides and additional features on *****'s AgentFire site. On February 27th, ***** stressed her concerns with the overall process and thought 'The current design is unacceptable.' She wanted a website that met her needs and wanted a full refund. ***** followed up, apologizing for any miscommunication, and stated again that for ***** to have the type of site she wanted, she would need to upgrade to a semi-custom. ***** did not agree with this or any other suggestion from ***** and stated that our Ignite page must be customized. On February 29th, ***** sent a lengthy email, attached below, and at the end stated: 'UNLESS you miraculously release the current site ASAP and have Vic fix everything as he needs to for the map portion and if support is required to fix some sort of unexpected WP builder issue as we take on the design free from any tech support fees, and most importantly, you offer me something monetarily that I simply cannot refuse to retain me as your client I will stay. But thats contingent upon what you offer me. Let me know. Because now Agent Fire has placed me in a crucial position where I must have a website within the next ******************************************** not.' We took this as her saying she will be canceling unless the Ignite website that cannot be customized is customized, on top of many other requests. ***** then followed up on March 2nd with what was understood by Agent **** as a cancellation request and a request for a refund. Billing then processed the cancellation, and we will provide a full refund.
  We have refunded ***** and will be happy to help her with anything she needs in finding a new solution
  
  

  Customer Answer

  Date: 03/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  As of March 7th we have not received a "full refund" in the amount of $1,174.00 as stated by the vendor.

  We understand agentfire continuously pressured us under duress to increase our investment for a semi-custom or custom site. 

  Yet, we only requested to regain our access to view the available design modules for our current template and in doing so...no action was taken on the part of the vendor. Therefore leaving us with no website.

  Agentfire failed to perform as agreed upon receiving our required payment. 

  We were contacted on March 6 & 7 by ***************** under the deception our full refund had been processed; which at this time he was aware of our total payment in the amount of $1,174.00 not $422.00.

  Agentfire has only refunded $422.00. 

  We seek the full balance.

  
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 03/07/2024

  As we informed ***** on March 6th and March 7th, we have processed a full refund of $1,174. The refund is divided into three installments based on the invoices she had paid. This morning, we emailed ***** to inform her that the refunds were processed as follows: one installment was $422, and the other two were $524 and $228 respectively. These refunds were all processed at the same time yesterday. We followed up with her again this afternoon to verify that the refunds have been sent, and advised her to allow up to 10 business days for them to appear in her account. Additionally, I suggested that she may want to contact her bank for any further information regarding the status of payments being sent to her account.