Chipping Away At Realtors' Six Percent

Lesley Stahl Reports How Realtors' Commission Fees Are Under Assault

(CBS)  "We've refunded over $3 million in commissions to our customers," Kelman says. "When we’re the buyer’s agent, we take our commission, which is usually three percent. We keep one-third of it. And we give two-thirds of it back to the buyer. So, on a $1 million house, we would get $30,000 normally. But we only keep $10,000 and give $20,000 back to the buyer."

How is he making money?

"The average agent processes eight deals a year. We have an agent that can do that every week," Kelman explains.

"Are you spinning me?" Stahl asks.

"I mean, seriously," Kelman replies.

There's no way to independently check the number of deals his agents close in a week, but it is clear that they do make it easy for their customers who can sit home at night in their pajamas and click on the Redfin webpage to read critiques of houses in their price range, see what comparable homes in a given neighborhood have sold for and to even tour a house they might be interested in.

Redfin displays, for free, information that's part of the package you pay a traditional agent to get. "So, for example, if we were looking for the turkeys in this market, we could find properties that haven't sold in the past 45 days," Kelman explains.

If you like the house, you can click the "start an offer" button. A Redfin agent at his or her computer in the office contacts the seller's agent and negotiates a price. Redfin then coordinates all the paperwork for a loan and closing the deal.

Willis and Takeuchi say the Redfin agent helped them come up with an asking price. Eventually, they sold for $10,000 under, which Willis says they're happy with. It was in their range, he says.

"But perhaps they've left quite a bit of money on the table if it had been put in the hands of somebody that really knew the business," argues Deborah Arends, who has been a top RE/MAX agent in Seattle for 18 years. She says that Redfin customers get the "Wal-Mart treatment" when what they really need is an experienced, hands-on professional. And besides, she says buying a house is a high-touch business, not high tech.

You have to go and see it for yourself. "This is not like buying books on Amazon.com. Real estate is typically people’s largest investment," Arends argues.

"If someone comes and challenges you and says, 'You don’t do enough for the six percent.' What's your response?" Stahl asks.

"My response is, 'I'm not the agent for you,'" Arends says.

Some agents have been known to lower the commission, but Arends says to give clients her ultimate, she needs to charge the full six percent.

"Now here's what Glenn Kelman of Redfin says: 'The price of homes has gone through the roof, pardon the pun, over the last several years. And yet your commission has still stayed at six percent,'" Stahl remarks. "You're not lowering your commission to give the buyers this advantage. You're just raking in the money?"

"Wish that were true," Arends says. "I think what's happened is a lot of expenses have gone up, everything from postage to gas, which affect real estate agents' profits."