If anyone is curious, the name of the store manager is Kara Stone.

As a realtor, I won't try to convince you that your experiences are rare. They aren't. I think saying that the entire industry is scum is a bit of an overstatement. It tends to cater to people who don't want a boss and want to get rich quick. That is true. It think a lot of these dynamics you mention will only be addressed effectively by actual changes in the market by innovative actors. A good example is redfin (I think that is the name). They offer limited services but kick a large portion of the buyer-side commission (which is paid by the seller) back to the buyer. They don't drive around with buyers but they give them full online MLS access (which is common in CA) and give them comps so buyers have an idea of what an appropriate offer is. Even the most bitchy, clickish agents can't stand against a moving market. Just a thought --resident scumbag