Broken Chandeliers and Oven Fires: What Happens When a Real-Estate Pro Damages a Listing?
It was a total accident, and their worst nightmare
4 min
Have you ever accidentally damaged a client’s home?
Debby Belt, senior associate, Hammond Residential Real Estate, Chestnut Hill, Mass.
I was representing the seller of a four-bedroom Cape Cod-style home in Newton, Mass., just west of Boston. It was May 2016 and the house was listed for $929,000. It had a beautiful kitchen, with wood cabinets, granite countertops and stainless-steel appliances.
The house went under contract, and it was scheduled for a home inspection. I wanted the house to look pristine for the inspector and buyers, but the kitchen counters were cluttered, so I frantically threw things into drawers, and I put some glassware, baking tins and plates into the oven. When the inspector walked into the kitchen, he turned on the oven to test it without looking inside first. I was in another room at the time, but I smelled something burning, and then heard explosions as the glass shattered.
When I ran into the kitchen, I saw smoke and a small fire in the oven. There was broken glass all over the place, and the kitchen was smoky. Since it was a gas oven, it could have been much worse. The oven was damaged, and the seller wasn’t happy, so I gave her a $500 discount on the commission to offset any damage or credits she would have to give to the buyers. The buyers weren’t too upset, fortunately, because they were probably planning to update the appliances. The home ended up selling for $920,000 with the oven not functioning perfectly. Now, when I meet the inspector, we both still laugh about it.
Jeffrey Kahn, broker, Broker Associates Realty, The Villages, Fla.
In 1995, early in my real-estate career, I was representing the seller of a condominium in a luxury high-rise building on the ocean in Lauderdale-by-the-Sea, just north of Fort Lauderdale. My seller had the mistaken impression that the dining room chandelier was excluded from the sale, so she had it taken down just before closing and replaced it with a less-expensive fixture.
When we did the walk-through the day before closing, the buyer noticed that the original chandelier, which was about 3 feet wide and custom-made from oyster shells and glass on a wrought-iron frame, was missing and, since the contract said that the unit was being sold furnished with everything included in the sale we needed to rectify the situation. The buyer was refusing to close because she loved the chandelier, and my commission—about $30,000, which I was going to split with the other agent—was in jeopardy. The original chandelier was packed in a box on the dining room table, and to make the deal happen, I told the seller I would replace her chandelier with a comparable one if we would rehang the original.
It wasn’t a difficult chandelier, and I’ve done a lot of electrical work in my own homes, so I took down the one hanging from the ceiling. As I started to remove the oyster-glass chandelier from the box, a hairless Sphynx cat jumped on the glass dining room table and rubbed against me. I had never seen a cat in the apartment during the entire listing process, so it scared the heck out of me. I dropped the chandelier, which broke, and I ended up having to pay $8,000 for two new chandeliers and electrician fees. Thankfully, the unit sold for $978,000 and my commission was sufficient to cover the costs. I was just happy the glass dining-room table didn’t break because then my whole commission would have been gone.
Joshua Garner, real-estate agent, The Agency, New York City
In October 2022, I was representing the owner of a Classic Seven co-op on the Upper East Side that was listed for $3.1 million. It had three bedrooms and 2,575 square feet of classic prewar details, with 13 windows and high ceilings. It also had the most particular seller ever. She trusted no one but myself to open up and show the apartment, and it took no less than 30 minutes to prepare and close up each time. There was a written checklist I had to follow, in a specific order, that included the proper angle at which to pull the string for the blinds, how to pick up and strategically fold, stack and put away the series of white sheets she had laid out as runners to protect the bedroom carpets and wearing shoe covers and gloves. She would watch everything from Switzerland via her security cameras and would call me to correct the smallest details.
Prospective buyers were told not to touch anything and to stay on designated walking areas, which were placed a distance from the Ming vases. If they wanted to see the interior of a cupboard or closet, I would refer to myself as Vanna White and would respond to what they instructed. I always warned them ahead of time that she was probably watching and that anything they said or did would be recorded. Buyers would enter with their guard up, which made it difficult. One day, after a showing, I couldn’t get one of the blinds to lower properly. I panicked, but I notified her immediately, and she had a maintenance worker inspect it. The cord had come off the internal spool, and even though it was a quick fix, the seller was livid and ready to withdraw the exclusive.
The only thing that saved the listing was offering to pay $300 to fully replace the mechanism to restore it to new condition. Although there were incidents that upset her during other showings, thankfully, nothing else was ever broken. This co-op, which ended up closing for $2.95 million in October 2023, was the most high-stakes deal I ever worked on.
—Edited from interviews by Robyn A. Friedman
Copyright 2020, Dow Jones & Company, Inc. All Rights Reserved Worldwide. LEARN MORE
A record-breaking $11 million sale at The Centennial Collection has set a new benchmark for luxury apartment living in Bondi Junction.
As interest rates, inflation and market sentiment fluctuate, investors are being urged to focus on data, not panic.
Australia’s housing affordability crisis is being fuelled by chronic undersupply, planning delays and rising development costs, as politicians continue to focus on the wrong solutions.
3 min
Australia’s housing crisis will not be solved by first-home buyer incentives or tax changes alone, with leading property figures warning governments must tackle supply constraints if affordability is to improve.
Speaking at the Kanebridge Quarterly Property Leadership Summit in Sydney last week, expert project marketing specialist Sam Elbanna, property investor and fund manager Paul Miron and property consultant Karla McNeice said that a lack of housing supply remained the central issue facing the market.
Elbanna, Director of CPM Realty with more than 30 years’ experience in project sales, argued that successive governments had focused too heavily on stimulating demand rather than addressing the barriers preventing new housing from being delivered.
“The misconception is that politicians think the way to solve the housing crisis is to drive demand,” he said.
“The reality is that’s not the way. This is a supply-side problem, and it needs to be solved on the supply side.”
Drawing on his experience in project sales, Elbanna said policies designed to help first-home buyers often had unintended consequences, pointing to previous grants that ultimately flowed through to higher property prices.
Instead, he said developers were facing increasing red tape, approval delays and rising costs, which were discouraging new housing supply.
“In the absence of stock, demand exceeds supply,” he said.
Miron, a Co-Founder and Fund Manager of Msquared Capital, said the housing debate had become overly focused on tax policy while overlooking broader structural issues.
He argued that affordability challenges stemmed from a combination of factors, including planning constraints, supply shortages, migration levels and interest rates.
“No-one can be 100 per cent certain on the real reason for property prices is going up,” he said.
“The reason why property prices are higher is a combination of interest rates, lack of supply, migration, vacancy rates and maybe taxes play a role.”
Miron was critical of recent federal housing policy changes, warning they could reduce the number of new homes being built and further constrain supply that was even highlighted in the budget.
He also highlighted the importance of the property sector to the broader economy, noting that residential real estate and related industries employed more than one million Australians.
McNeice, who advises developers on sales strategy and market intelligence, said understanding buyers had become increasingly important as affordability pressures intensified.
While affordability remained a major consideration, she said today’s buyers were focused on value rather than simply price.
“People are looking for value for money,” she said.
She said buyers were increasingly evaluating factors such as transport connections, walkability, nearby amenities and flexible living spaces that could accommodate changing family needs.
“What infrastructure is going on? Can I walk to the shops? Can I meet people at the local cafe?” she said.
The panel also discussed the mounting pressures facing developers, with Elbanna arguing that many projects become financially unviable from the moment a site is purchased.
“The viability of a development happens at the moment the site is bought,” he said.
He said rising construction costs, higher interest rates and overly optimistic feasibility assumptions had left some developers exposed as market conditions changed.
While acknowledging the growing number of smaller and first-time developers entering the market, Elbanna said property development required expertise across finance, construction, marketing and legal disciplines.
“It is actually a business that requires a level of expertise,” he said.
Looking ahead, the panel agreed opportunities remained in the market despite current challenges.
Miron said property should continue to be viewed as a long-term investment and cautioned against trying to time short-term market movements.
McNeice said success would increasingly depend on identifying projects that genuinely met changing buyer expectations.
Elbanna said affordable housing remained achievable, but developers needed to deliver more than just homes.
“We can provide affordable housing in this country,” he said.
“But we’ve got to wrap that affordable housing with the things that people want.”
As Australia’s housing affordability debate intensifies, the panellists agreed on one point: without a meaningful increase in housing supply, demand-side measures alone are unlikely to solve the nation’s property challenges.
Rugged coastal drives and fireside drams define a slow, indulgent journey through Scotland’s far north.
When the Writers Festival was called off and the skies refused to clear, one weekend away turned into a rare lesson in slowing down, ice baths included.
