Keller Williams Realty Coeur d'Alene

We purchased a home that was listed by Renee Mullen and Victoria Anderson out of the Keller Williams, Coeur d'Alene brokerage. Sometime during the week before signing, my agent reached out to arrange the final walk through at the home on the Friday that I was to sign papers. The realtors said that this would be inconvenient for their clients as they would be in the process of moving and that if we could wait until Sunday after 2:30pm, the day before closing, that we would be able to walk through after the homeowner was out of the house. In an attempt to be accommodating, I agreed to wait until Sunday, knowing that if something egregious had occurred, we could stop funding on Monday. We did our final walk through on Sunday and discovered that there was a huge rust or paint stain in the middle of the bedroom floor that had been hidden by the bed and not disclosed. We also discovered that they had taken down shelving from the walls, which was a breech of contract. They had painted trim that went only to the edge of the bed, and was raw wood behind the bed. Just things that were not visible when we viewed the home and needed to be corrected. It was clear that the owners were not attempting to trash the place or anything, there were many things that were left very nicely, they were just poorly educated by their agents that this was unacceptable. Sunday, after our walk-through, our agent began trying to reach out to the agents to let them know of our concerns. At the time, we knew that our sellers had already had to come down on their price as the home did not appraise at value. We also knew they were already bringing money to the table, so at the time, we were not asking for financial reimbursement for the shelving, damaged walls that now needed paint, or for a carpet allowance, as we would have requested had we known when making our offer. Instead, as we were trying to be kind, we were simply asking if we could have early access in order to be able to paint the walls and begin dealing with the carpet. After initially hearing our concerns and our request, the agents advised they would contact our agent back to let her know. They ignored multiple calls from our agent throughout the course of Sunday and Monday. Finally, our agent called the title company and it wasn't until the title company called the agents and told them that we had issues that could hold up funding, did they return our agent's call. 5 minutes before funding. Their excuse?"We're sorry, we were out of pocket all day." You don't get to be "Out of pocket" from the time your buyers walk through to the time your sale funds. We had all of our belongings packed in a moving truck and our sellers in occupancy of our previous home, so we felt we had no choice but to fund. After we were moved in and things had settled down, I called Marie Pickford, the Broker to express my grievances. I called 5 times that day before she finally called me back when she realized I wasn't going to go away. She did listen to my concerns, but instead of taking ownership or offering an apology, instead, she tried to blame the whole thing on my agent for allowing me to do the walk through so close to closing. I told her that if this was such an unacceptable thing to do, then her agents should never have asked this of us in the first place - we were simply being accommodating. After listening to my concerns, she said that because I'm represented by an agent, she would be unable to assist me in any way and that my agent needed to reach out to her agents. Well?.that didn't work out so well the last time. It appears the tactic of this brokerage and it's agents is to ignore concerns in hopes they will go away. I reached out to mt agent who spoke to her broker. Her broker put in multiple calls to Marie to discuss this issue only to be ignored yet again. We just don't want this brokerage to get away with the avoidance tactic. Had Marie responded to my concern with care & compassion, rather than trying to direct the blame to my agent, and taken ownership, perhaps offering some small compensation as a courtesy, I would have been satisfied, but the fact that they just completely ignored the situation and get to go on doing business as though nothing happened is unacceptable.