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Century 21 Under the Microscope: An Honest Consumer Review

Century 21 has been selling, leasing and managing property since 1971 and now operates in more than 80 countries. With a franchise footprint that large, service quality inevitably varies from office to office—and recent consumer feedback highlights some troubling patterns potential clients should know before they sign a listing agreement or a tenant application.

The brand markets itself on responsive, hyper-local service, yet many reviewers paint the opposite picture:

• “Never called me back… unprofessional.”

• “I have been phoning this company and keep being brushed off.”

• “Emails unanswered, phone always ‘on another line’.”

Poor follow-through doesn’t just waste time; it can cost sellers real money when hot prospects go elsewhere. If you’re considering a Century 21 office, test response times long before you commit: call, e-mail and use the website lead form. If the team can’t keep pace during courtship, service is unlikely to improve once you are under contract.

Several complaints centre on undisclosed dual representation—when a single agent serves both buyer and seller:

• “The Realtor failed to clearly advise there was dual representation and conflicting interests.”

• “My agent never mentioned she was also the buyer’s agent until closing day.”

Dual agency is legal in many U.S. states, but regulations typically require written disclosure and informed consent. If an agent hesitates to put the arrangement in writing or glosses over fiduciary duties, consider hiring separate representation. Always read Section 5 of the listing agreement: the dual-agency clause is often hidden there.

Century 21 contracts are drafted by regional franchises, so the fine print changes by market. One U.S. seller warns that leaving a single blank line in the listing agreement locked them into a 12-month exclusive:

“I wanted to change companies after 80 days—they dropped it to six months but still refused to release me. Read every clause.”

Key tips

1. Term length – add a hard end-date or easy opt-out triggers (e.g., no showings within 30 days).

2. Marketing plan – insist on a written schedule of open houses, professional photos and multi-channel advertising.

3. Cancellation fee – strike any penalty for withdrawing your listing if service levels aren’t met.

The rental-management division draws particularly sharp criticism:

• Unannounced rent hikes (“$100 increase with zero explanation”).

• Maintenance delays and shoddy repairs (“gate hammered with two nails, still charged $100”).

• Poor move-in condition (“roach infestation on arrival”).

Because franchise brokers set their own maintenance networks, quality differs dramatically. Before signing a management agreement, demand references from current landlords and tenants, confirm response-time SLAs, and review fee schedules for mark-ups on repair invoices.

Isolated yet serious allegations include wire-fraud, non-refunded security deposits, undisclosed infestations and even racial bias in rental screening. While any large chain can harbour a few bad actors, multiple offices facing similar accusations raise systemic questions about screening, oversight and disciplinary action.

If you suspect misconduct:

• Document everything—texts, e-mails, inspection photos.

• Escalate above the local broker—state real-estate commission, consumer-protection bureau or, in Canada/France, the provincial or national regulator.

• Leverage the Consumer Review Fairness Act—U.S. businesses cannot gag honest reviews through contract clauses.

• Brand recognition – a Century 21 yard sign can draw traffic faster than a boutique.

• Global referral network – useful for investors buying across borders.

• Training platform – headquarters provides ongoing courses, transaction-management software and marketing assets to franchisees, which can translate into slick listing presentations and broad online exposure.

In markets where the franchisee maintains high internal standards, you may enjoy fast sales cycles and extensive buyer pipelines. The key is verifying that your local office actually follows the corporate playbook.

1. Interview two competing brokers—ask for average days-on-market and list-to-sale-price ratio.

2. Request recent client references—not just from happy sellers but also from buyers and tenants.

3. Google the agent’s name + “complaint”—patterns emerge quickly.

4. Verify licence status—look up disciplinary history with your state or provincial regulator.

5. Negotiate contract clauses—shorten exclusivity, cap cancellation penalties, add performance benchmarks.

Century 21 is not inherently “good” or “bad”—it is a franchise network whose quality hinges on each office’s leadership. Some branches secure quick top-dollar sales; others ghost clients, mismanage listings and ignore consumer-protection rules. The diverging experiences in the user reviews above demonstrate the importance of local due diligence.

If you decide to proceed with Century 21:

• Choose your agent, not just the brand.

• Insist on transparent disclosures, especially around dual agency and fees.

• Put every promise in writing and maintain a paper trail from day one.

For cautious homeowners or renters, interviewing multiple firms—including independent boutiques with strong reputations—will help ensure you receive the attention, ethics and expertise your transaction deserves.