It's a little unclear in your story how it came to be that you would have the contact information for the buyers agent that he didn't, so I can't venture an opinion on that. I know that there are times that an agent will call me while I am on the go, and I will do my best to help them; but I don't have the ability to write down who it is at the moment - like when I am driving or with another client or something - and I've forgotten who it was that contacted me... and if that agent has shown the property and my client might have his card, I would call my client to get the info again so I could follow up and keep the records that I like to maintain.
Just remember, you are a team. This is a tough market. While it sounds like you have at least one very valid concern about your agents performance, I am not sure you have an actual breach of contract. You may need to contact the broker of the office and discuss the situation = maybe the broker will reassign your listing.
Just last week I took my clients to three different apartments - OMG, not one agent was available to be there... I will always show my own units and when a buyer has an agent I will be there to open the door and speak to them at the very least for a few minute MOST of the time.
Do You want to fire them?...don't - until you have a sit down with them. Ask your listing agent's broker to meet with you - don't speak to the sales person - specially if they havent done their job. DEMAND TO SPEAK TO THE BROKER! Express your concerns and ask him / her what they will do different. If the broker says, I will do this, I will have them do that, make sure you write it all down. Also say that if they don't follow through you want OUT of the contract. Any decent broker will let you out of any contract since they know you can trash their reputation with LIBOR and worse, the NYS DOS. The last thing a broker needs is complaints in the BBB - the NYS DOS or an audit with the LIBOR.
On a last Note - Next time Go with either your local broker or with someone that does a lot of independent advertising in places like Trulia, Cragslist, backpage etc AND NOT JUST DEPEND ON THE LIBOR MLS I mean, a broker / agent that does ADVERTISING EVERY DAY and you can see it for yourself. There is no guarantee your unit will sell, specially if it has been overpriced for similar, comparable properties.
This is just one incident that I'm mentioning. There have been other issues as well. We don't insist on the broker being present it's just that he said he would be there. When the people showed up my wife had something of a blank look as she couldn't account for our broker. It made us look unprofessional. When we called the broker later on and told him the buyer was interested in coming back he said he couldn't confirm as he didn't have their information. We didn't have the information expecting this to be something our broker would have as he is the one who made the appointment. To me that's unacceptable. If we knew our broker wouldn't be there then we would have made sure to get a card.
Fast forward a couple of days and the broker is sitting in our home waiting for the interested buyer to show up. The buyer didn't but I don't fault her as there was no confirmation.
Follow-up question - Is it normal practice to get a written quote from a buyer? Our realtor doesn't require it but I've heard others do.
But this time you must make sure that the agent/broker is very professional and will deliver on his promises. Few things you must make sure of like, where are they marketing your apartment ? Which websites are they listing your apartment on ? Are they familiar with the rules, regulations and boards requirement for a new buyer ? Does your new agent/broker have an internet presence ? Do they have good experiance in handeling Co-op sales ? If they will hold Open Houses ? Will they be present at all showings, and show your co-op professionally ?
I hope that answers your question and if you have more questions or would like to speak with me, please feel free to contact me at 646 594 6447 or 718 224 3900 x 203. You can also e-mail me at firstname.lastname@example.org
You are also invited to visit me on my website at laffey.com/sshrivastav OR realtor1.listingbook.com