The suggestions of new technical solutions and complicated written policies are predicated on the idea that the current review system failed. The fact that we’re having this discussion shows that the system worked just fine.
Your existing review system revealed a pattern of a broker failing to deliver, communicate, or issue refunds. You finally force the broker to respond, and she takes zero responsibility.
Your existing review system gave that broker’s clients a platform to inform you that this broker harassed her clients when they left less than stellar feedback. These clients posted actual screenshots of these conversations, and the broker doesn’t dispute their authenticity.
That’s what we KNOW to be true. There’s hard, undisputed evidence of this behavior happening multiple times.
What else appears to have happened? The broker immediately started to post positive review links in her own review thread to bury the negative reviews. She thought better of that, and instead reached out to certain cherry-picked clients to ask them to write reviews instead.
This broker actively attacked her clients privately when they left honest feedback in your own review system! I’m not pissed because you let her keep being a crappy broker on this platform. I’m pissed because you let her bully clients and flaunt the existing system.
I don’t need a complicated system with stars and strikes and written policies to know flagrantly bad behavior when I see it. Neither did a lot of other members of this community.
This is the first time this sort of thing happened to this extent. Expending a bunch of time and effort to implement more structure is an overreaction. The problem here didn’t start with a lack of broker accountability. It started when the folks collecting fees from the broker hesitated to do their duty to hold the broker accountable.
I applaud the decision to take real action to hold this broker to the high standards that the community expects and other brokers try hard to deliver.
After all, I don’t need to pay a broker fee to have a crappy experience buying a car… the dealership down the street does that job for free