And we just wanted to make an agreement | Maralin vs Avito Luxury Real Estate Agency

On March 4, 2025, the fourth court hearing was held, at which the elite Maralin real estate agency was denied the requirement to restore its account on the Avito site. Briefly about the essence of the conflict In March 2024, our fifteen-year-old account, which we worked on together with Avito partners, was blocked. We were not informed of the exact reason for the blocking, although we tried to talk to Avito representatives: we wrote letters and tried to build a constructive dialogue through the support service. Unfortunately, only a robotic assistant corresponded with us, who, apart from standard unsubscriptions, could not tell us anything new. Our new accounts, which were created later, were also consistently blocked without explanation. That's why we had to go to court at the end of last year. Despite the exhausting history of court sessions, we hoped to reach a peace agreement this time. It was important for us to prove that Maralin is a professional participant in the real estate market, and that we are ready for dialogue and productive cooperation with Avito. I would like to emphasize that we have been working in the elite sector since 2009. As the head of the company, I started my activity back in 2000. Our company has already entered the history of the Rostov-on-Don real estate market, as has Avito. There is not a single unreal or non-existent real estate object in Maralin's database with fake photos and other data. We work solely on reputation, on repeat treatment and recommendations. Below are the examples based on which our account was blocked. Note that we consider these claims to be untenable and erroneous. Invalid addresses The example that was voiced in the courtroom: "The house for sale was located in the suburbs, and the location was set on Voroshilovsky Bridge." We tried in vain to prove that these are problems with Avito moderation. There are no houses on bridges. But the complaint has already been received, and Avito considers this our violation. By the way, moderation on real estate in Avito is not working correctly. For example, checking the relevance of an object can take more than two months. Customer complaints The real estate market is fluid, anything can happen. One day, when our realtor had already driven up to the seller's house for a show, he changed his mind about selling, because the father of the family opposed the sale right now. The realtor, like the buyers, did not expect such a turn of events, but the buyers felt that he had deliberately misled them and left a complaint. Fake ads Schemes with fake apartments cannot be applied in luxury real estate due to the lack of a huge number of similar houses. Our facilities are unique, and we value our reputation in professional circles. We work honestly and openly. Otherwise, we wouldn't have ended up in court with this lawsuit. For example, a house in the suburbs of Rostov-on-Don was for sale, and while viewing an ad on Avito, one user wrote that it was actually a photo of a house in Moscow for 400,000,000 rubles. We replied in court that our staff photographer kept all the photographs with the time and place of shooting of real estate objects. And we can prove that this and all other photos of our properties are real. But based on this person's feedback, Avito concluded that we are not competent and are deceiving the users of their site. I can't reach you Unfortunately, the Avito call system is configured in such a way that the buyer calls the replacement number that Avito issues, and not the realtor's personal number. Here we cannot be responsible for the fact that he did not get through for technical reasons. Only every such unsuccessful call is counted against us again. Sometimes it is impossible to answer calls for objective reasons: doctor's visits, flights, long train journeys, no network coverage, negotiations, important meetings, etc. But we try to respond and, moreover, call back all users, because this is in our interests. Other complaints Users complain that our agency is an agency or that we charge a commission. "Really? Yes, we are a luxury real estate agency and we do not work for free." Next, we are criticized for offering to enter into a viewing agreement, where we ask you to provide information from your passport. We answer: "Yes, this is how real estate agencies that respect themselves and their clients work. And we cannot bring a person from the street to the seller's house, as this does not meet the security requirements." As a result, based on these and similar complaints, the Maralin agency is a malicious violator of order on its site in the eyes of Avito. Unfortunately, the algorithms are working against us. But we hope that justice will prevail and our companies will be able to continue working together. And we're moving on.