Buying or selling property is a high-stakes financial and emotional endeavor that requires consistent professional guidance. When your real estate agent becomes unresponsive, the resulting stress and frustration can halt progress. Addressing this communication breakdown requires a clear, methodical approach to secure the representation needed to move forward.
What Constitutes Being Ignored?
Defining a professional communication standard helps to identify when an agent’s behavior crosses the line from being busy to being truly absent. A reasonable expectation for a real estate agent is a prompt response to standard inquiries, often within a business day. For urgent matters, such as a time-sensitive offer or counteroffer, a response should arrive within a few hours to prevent delays that could jeopardize the transaction.
An agent who consistently fails to meet deadlines, miss scheduled calls, or provide updates on showings or market activity is demonstrating poor performance. The lack of updates forces the client to chase information, which reverses the professional relationship and creates anxiety. Persistent silence, especially during active negotiation or escrow periods, indicates a breakdown in the agent’s commitment to their fiduciary duties.
Strategies for Re-establishing Communication
Before considering termination, a client should make a final, documented attempt to repair the communication channel or elicit a response. One effective strategy involves changing the medium to see if the agent responds better to a text message or a direct phone call rather than email. Directly request a brief, dedicated check-in meeting rather than waiting for an open-ended reply to a question.
Send a formal, concise email summarizing the history of non-responsiveness. State the specific date and time of your last three attempts to reach them and the precise information you need by a firm deadline. Creating this paper trail provides evidence of the agent’s non-performance, which is necessary if you decide to escalate the issue. This communication serves as a documented warning of the breakdown.
Reviewing Your Agent Agreement
Understanding contractual obligations is the next step before taking action against your agent. The agreement you signed is a legally binding document between you and the agent’s brokerage, not just the individual agent. Locate and review the specific clauses related to termination, compensation, and the duration of the contract, as these govern your ability to leave the relationship.
There are generally two types of contracts: a listing agreement for sellers and a buyer representation agreement for buyers. Both documents contain a termination clause that may specify a required notice period or an early termination fee. A significant detail to look for is the “protected buyers” or “protected properties” provision, which applies if the contract is terminated early.
This clause ensures the original agent is still owed a commission if you purchase or sell a property to someone they introduced during the contract term. This protection period typically lasts for a set duration, often up to one year, after the agreement is terminated or expires.
Reviewing these terms allows you to understand the potential financial consequences of ending the relationship unilaterally. Consulting with a real estate attorney before breaking the contract may be advisable to understand the legal ramifications.
Escalating the Issue to the Brokerage Owner
If direct attempts to communicate with your agent fail, the next step is to address the issue with the agent’s principal broker or managing broker. Real estate agents operate under a brokerage, and the broker-in-charge holds the ultimate responsibility for the agent’s professional conduct. This internal channel is often the quickest path to conflict resolution.
Locate the broker’s contact information, typically listed on the agent agreement or the brokerage’s website. Send a formal letter or email to the broker, attaching the documented history of your communication attempts. Clearly state that the agent is failing to meet their contractual obligations and outline the desired resolution.
The resolution could be being assigned a new, responsive agent within the brokerage or a full, mutual termination of the agreement. The broker has the authority to facilitate a clean break or reassign you to a different professional, often avoiding the need for external action.
Filing Official Complaints
If the brokerage owner is unable or unwilling to resolve the issue, two external formal complaint mechanisms are available. The State Real Estate Licensing Board (or Commission) handles violations of state real estate law, such as fraud, misrepresentation, or gross negligence. This process is for serious misconduct, not merely poor customer service, and can result in fines, license suspension, or license revocation for the agent.
The second option is filing an ethics complaint with the local Board of Realtors, if the agent holds the Realtor designation. This mechanism addresses violations of the NAR Code of Ethics, which governs professional conduct and fiduciary duties.
When filing an ethics complaint, you must clearly cite the specific articles of the Code of Ethics you believe were violated. Provide a detailed, chronological narrative with all supporting documents. The state board handles licensing law, while the local board addresses ethical standards.
Finding a Responsive Replacement Agent
Once you have successfully terminated the previous agreement, focus on finding a new professional who can provide the level of service you require. The interview process with prospective agents should include specific, direct questions about their communication style and guaranteed response times. Do not rely on vague assurances; instead, ask how they handle non-urgent emails versus urgent texts, and what their specific policy is for responding during evenings or weekends.
Ask for references from the agent’s last three clients, specifically inquiring about the consistency and timeliness of communication during their transaction. Look for an agent who specializes in your specific market or transaction type. Their focused expertise often translates to more proactive and informed communication. Setting clear, written expectations about communication frequency at the beginning of the new relationship helps prevent a recurrence of the previous issue.