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Do not work with this company.
There are much better NYC realtors on the market.

I have also filed a complaint with the BBB. I was interested in a unit rental that they had exclusive leasing rights to. It took almost six weeks, ~40 days to complete the lease. In the New York City market this is an astronomical amount of time. Because of the delay, I was forced to negotiate an extension of my then current lease for a higher price, and was forced to pay extra moving costs for short notice moving.

This was not due to building board approval (took 3 days) or owner paperwork/approval (he was excellent and did his part professionally and quickly.) This was due to negligence on the realtors part. I had to largely broker the deal including paperwork myself because they were unresponsive to my requests. I have documentation that shows this with all the emails, legals, dates and times.

I went to the company and explained my grievance and they refused to lower the cost of their service to what other realtors were charging for units in the building. I had to pay over six thousand dollars plus the extension and extra moving costs mentioned above. It perhaps was my own fault for working with them but I did not have a choice as i was unable to pick my own realtor.

Long story short, find a different realtor. This isn’t the one for you.