What Is the Biggest Complaint About Real Estate Agents?

In the fast-moving world of real estate, agents are often seen as the bridge between property buyers, sellers, and investors. They help clients navigate complex paperwork, negotiate prices, and find properties that match their goals. But for all the value they bring, one question continues to arise — what is the biggest complaint about real estate agents?

In Kenya, just like in many other markets, frustrations often stem from trust, communication, transparency, and professionalism. Many buyers or tenants walk away feeling short-changed, while some developers or landlords complain that their agents mismanage listings or overpromise results.

Understanding these complaints is essential not just for clients who want to make better property decisions, but also for agents who want to improve their reputation and service quality. Let’s explore these issues deeply, especially in the context of the Kenyan property market.

Why Complaints Against Real Estate Agents Exist

Real estate is a relationship-based business. Agents deal with money, emotions, and major life decisions — like buying a first home, selling inherited land, or leasing commercial space. When expectations clash with reality, frustration follows.

In Kenya, the real estate industry has grown rapidly, but regulation and training haven’t always kept pace. Many people working as agents are unlicensed brokers or middlemen operating informally, sometimes without proper understanding of property law or ethics. This lack of standardization creates a breeding ground for poor service and, occasionally, outright fraud.

Let’s break down the biggest complaints, their causes, and what can be done to fix them.

Lack of Transparency and Honesty

Perhaps the most common complaint among property buyers and sellers is dishonesty. Many clients claim that agents exaggerate property features, inflate prices, or withhold key details.

For instance, a buyer might be told that a plot has a clean title, only to later discover encumbrances, disputes, or unpaid land rates. In other cases, tenants are promised “fully serviced apartments,” yet find unfinished plumbing or missing amenities.

This lack of transparency often arises from commission-based incentives — the higher the sale or rent, the more the agent earns. Unfortunately, it can encourage some agents to focus more on closing the deal than on client satisfaction.

How to avoid this:

Always demand written agreements specifying terms, commissions, and services.

Request official documentation (title deeds, ownership records, approvals).

Work only with licensed agents registered under the Estate Agents Registration Board (EARB).

Poor Communication and Delayed Feedback

Another top frustration is poor communication. Clients complain that agents ignore calls, delay updates, or fail to follow up after property viewings.

In Kenya’s competitive market, many agents handle multiple clients simultaneously and may lack structured client-management systems. As a result, potential buyers are left hanging for days, not knowing whether their offer was accepted, while landlords wait endlessly for updates on vacant units.

A professional agent should:

Provide regular updates on progress.

Set clear expectations for timelines.

Use email or messaging tools for documentation and transparency.

For investors working with property managers, communication breakdowns can also mean loss of rent, poor tenant relations, or delayed repairs — all of which reduce ROI.

Excessive or Hidden Fees

Many clients in Kenya complain about unclear commission structures or surprise charges. Some agents demand “viewing fees” or “consultation fees” without prior notice, while others request a non-refundable deposit before showing listings.

In reality, viewing fees are not officially recognized under Kenyan property law — legitimate agents earn their income from commissions after a transaction is completed. Charging clients before viewing properties can be exploitative.

Unscrupulous agents may also inflate property prices to collect a hidden cut from both buyer and seller.

What clients should do:

Agree on commission terms in writing (typically 1.25% to 3% for sales or one month’s rent for leases).

Ask for official receipts for all payments.

Verify agent credentials through EARB or company registration records.

Failure to Conduct Proper Due Diligence

Due diligence is one of the most critical steps in any property transaction. It includes verifying ownership, inspecting property boundaries, checking zoning laws, and ensuring no legal disputes exist.

A major complaint in Kenya is that some agents fail to conduct this due diligence — or worse, they intentionally skip it to close deals faster.

Buyers who trust such agents often end up in messy situations:

Buying land in riparian or public-utility zones.

Investing in plots with fake title deeds.

Purchasing off-plan units that are never completed.

Due diligence is not optional; it’s a professional duty. A credible agent should connect clients with surveyors, valuers, and property lawyers to confirm every detail before signing contracts.

Overpromising and Under-Delivering

Many agents promise clients quick deals, guaranteed rent returns, or exclusive listings — but later fail to deliver. In Nairobi, for example, investors buying apartments in “high-yield zones” like Kilimani or Kileleshwa often complain that rental demand is far lower than agents claimed.

These exaggerated claims usually stem from marketing pressure or lack of data-driven analysis. Instead of conducting market studies, some agents rely on assumptions or repeat what developers tell them.

To avoid falling into this trap:

Request market comparables — similar properties and their rental or sale performance.

Ask for project feasibility reports or real occupancy data.

Work with agents who use verified listing platforms like BuyRentKenya, Property24, or HassConsult.

Unprofessional Conduct

Another persistent complaint is unethical or rude behavior. Some clients encounter agents who arrive late for meetings, pressure them into making quick decisions, or fail to respect client boundaries.

In more serious cases, unprofessionalism manifests as discrimination — where agents refuse to rent to certain clients based on nationality, gender, or income level, which is against Kenya’s anti-discrimination laws.

Professionalism is more than dress code — it’s about reliability, ethics, and respect. Agents who treat their work as a service, not a hustle, earn long-term referrals and credibility.

Conflict of Interest

Clients often accuse agents of favoring sellers or landlords at the expense of buyers and tenants. This happens when an agent’s commission depends entirely on the property owner’s side.

In some cases, an agent may receive kickbacks from developers for pushing specific properties. Such conflicts compromise the agent’s objectivity and result in biased advice.

A transparent agent should disclose all relationships and act as a neutral intermediary. For high-value deals, buyers should consider hiring independent buyer’s agents whose loyalty lies solely with them.

Mismanagement of Property and Tenants

For landlords, the biggest frustration often arises after purchase — during property management. Many property owners hand over rent collection, maintenance, and tenant management to agents who later mismanage funds or neglect property upkeep.

Complaints include:

Delayed or missing rent remittances.

Poor handling of maintenance requests.

Renting to unreliable tenants without screening.

Lack of financial reporting.

To protect themselves, landlords should:

Insist on written property management contracts.

Request monthly financial statements.

Conduct random inspections to ensure the property is well maintained.

Reliable property management firms like Knight Frank Kenya, Optiven, or AMS Properties have built reputations by maintaining high standards — something smaller agents can emulate.

Lack of Market Knowledge

Another complaint is that some agents lack adequate local market understanding. A client might ask for comparative property values or rental yields, and the agent provides vague or outdated figures.

In Kenya’s fast-changing market, being uninformed is costly. Areas like Ruiru, Kitengela, and Ruaka are evolving rapidly — an agent who doesn’t know current land rates or development plans cannot advise clients effectively.

Good agents should:

Keep up with county zoning updates and infrastructure developments.

Attend real estate seminars and industry expos.

Subscribe to market reports such as Hass Property Index and Knight Frank Insights.

Poor Documentation and Record-Keeping

Missing paperwork is another major issue. Deals made through WhatsApp chats, verbal agreements, or unsigned offer letters often lead to disputes later.

Without proper documentation, it becomes difficult to prove payment, ownership, or commission terms. Unfortunately, many informal agents neglect this aspect, exposing both parties to unnecessary legal risks.

To stay safe:

Use formal offer letters, sale agreements, and lease contracts.

Store receipts, correspondence, and IDs of all parties.

Engage advocates for contracts involving high-value property.

Fraud and Scams

Fraudulent agents continue to tarnish Kenya’s real estate reputation. Some collect deposits on non-existent properties, rent out the same unit to multiple tenants, or disappear with booking fees.

Such scams thrive where regulation is weak and clients skip background checks.

To prevent this:

Verify the agent’s license number with EARB.

Confirm that the property exists by visiting it physically.

Avoid making payments until documentation checks out.

Use escrow accounts for large transactions.

Unrealistic Pricing and Valuation Errors

Clients often accuse agents of overpricing or undervaluing properties. Overpricing can stall sales, while undervaluing shortchanges sellers.

In Kenya, many agents base their pricing on guesswork rather than professional valuation. Market-driven pricing should always be backed by valuation reports from certified professionals.

Agents can earn more trust by:

Collaborating with licensed valuers.

Presenting recent comparative sales data.

Explaining how economic trends affect pricing.

Commission Disputes

Disagreements over commissions are common, especially when multiple agents are involved. A client might feel an agent didn’t contribute enough to justify payment, or an agent might accuse a client of cutting them out after viewing.

The solution lies in written agreements before any transaction. These should specify commission rates, payable parties, and conditions for payment. EARB recommends 1.25%–3% for property sales.

Having everything documented ensures fairness and minimizes future disputes.

What Clients Can Do to Protect Themselves

To minimize frustrations when working with agents in Kenya:

1. Verify credentials – Ensure the agent is licensed and has an EARB registration number.

2. Use contracts – Put everything in writing: fees, timelines, and property details.

3. Do your own research – Visit sites, compare prices, and talk to locals.

4. Avoid paying in cash – Use bank transfers or cheques for traceability.

5. Engage professionals – Lawyers, valuers, and surveyors can spot red flags.

6. Stay informed – Understand market trends and demand patterns.

How Real Estate Agents Can Rebuild Trust

The real estate profession in Kenya can regain public confidence through consistent professionalism and accountability. Agents who want to stand out should:

Join professional associations like KPDA or EARB.

Adopt digital CRM tools for better communication.

Provide transparent pricing and open feedback channels.

Share educational content on their websites and social media.

Agents who build integrity become long-term partners, not just intermediaries. Their reputation becomes their most valuable marketing tool.

The Root Cause of Complaints: Lack of Regulation and Training

At the heart of these issues lies weak enforcement of professional standards. Although the Estate Agents Act exists, enforcement remains patchy. Many people calling themselves “agents” have no formal training in real estate law, valuation, or negotiation.

To improve the situation, Kenya needs:

Mandatory certification and continuous training.

Digital agent registration to weed out fraudsters.

Public awareness so clients know their rights.

Collaboration between county governments and EARB to regulate local agents.

Stronger regulation would not only protect clients but also enhance the credibility of ethical professionals.

Conclusion

So, what is the biggest complaint about real estate agents?

It isn’t just one issue — it’s a combination of dishonesty, poor communication, and lack of professionalism. These problems erode trust, delay transactions, and cost both investors and agents valuable opportunities.

But this also means the solution is clear. By prioritizing transparency, education, and accountability, agents can transform how Kenyans view the profession. And for clients, understanding these risks makes it easier to spot red flags early and make informed property decisions.

The future of real estate in Kenya depends on trust and professionalism. When both agents and clients play their roles responsibly, the market thrives — and everyone wins.