Unprofessional Conduct and False Guarantee: RECO Decision Reveals Troubling Conduct Hiring Zack Brittain and Matt Phipps from Cloud Realty Inc. to handle the sale of my 4-unit building resulted in a deeply disappointing experience that raised serious concerns about their professionalism. At the heart of the matter lies the extensive delay in transmitting crucial documents, notably the Lease Agreement, to the buyer's representative. Despite having provided all necessary paperwork well in advance, the agreement inexplicably languished for over 3 weeks. My attempts to follow up on the status of the lease during this period were met with evasive responses, leaving me in the dark and exacerbating the mounting stress and uncertainty as the closing date loomed closer. This left me little time to negotiate vital terms, I literally will have to live by, as the buyer would become my landlord. Just two days before the scheduled closing, Zack finally provided feedback from the buyer’s representative, outlining several issues with my lease. Despite efforts to negotiate a resolution, it quickly became apparent that the complexities of the situation would take time to be ironed out. At this time Zack insisted on deferring my lease issues to the lawyers. As this task is within a realtor's scope of work, for which they are well compensated, I found it unacceptable that I pay a lawyer, additionally, hundreds of dollars an hour. To add insult to injury, discussions with the buyer, just before closing, revealed that they had only received my lease "just a few days ago". To my dismay, it became evident that I had been misled about my lease being forwarded to the buyer, despite repeated follow-ups. Wanting to understand why this had happened, I suspect a complicated lease could scare away a potential buyer. The intentional delay of forwarding this lease served their interests, to safeguard the deal and their commission. This self-serving strategy compressed the timeline for negotiations and made for an unnecessary and horrifically stressful experience. In light of my mounting and justified dissatisfaction, I invoked their advertised "Phipps Brittain Guarantee - 100% client satisfaction GUARANTEE or I will do it for FREE." However, my plea fell on deaf ears as Zack dismissed my concerns and refused to honor their own policy, completely eroding my trust in their professionalism. At this time it was necessary to involve adults. In support of my claim was the damning verdict delivered by the Real Estate Council of Ontario (RECO) following their investigation into the matter. The RECO decision exposed Zack and Matt's transgressions, finding them in violation of conduct standards, issuing a warning alongside a requirement to undergo additional courses and they are required to remove all advertisements in relation to their money back guarantee. In light of these revelations, I urge potential clients to approach Zack Brittain and Matt Phipps with caution. Their blatant disregard for professional standards and not honouring their own advertised guarantee, have been laid bare, casting a shadow of doubt over their credibility and trustworthiness. Let my experience serve as a cautionary tale, prompting others to seek out more reputable and principled alternatives for their real estate needs. - Kris