CoStar Group

Review: Recurring billing on credit card and cannot find anyone to cancel the billingDesired Settlement: Stop auto billing credit card

Business

Response:

Clients CC will be taken off successive charges. She could have contacted her Sales rep or called Accounting. Billing by paper invoices will resume.

CoStar Group - great product... with appalling customer service. We became customer a few months ago and STILL cannot get an account rep/trainer assigned to us. I followed up at least oncea week in the past four weeks and the unresponsiveness is really frustrating (not even mentioning the 1-800 number)... I have also expressed this frustration via Costar Group Facebook and Yelp but they do not seem to worry about our business very much.

Review: I signed up with [redacted], a Co Star account representative, in the Fall of 2012 for an initial one year term for Comps and Property Search function. I initially explained to **. [redacted] that I was representing a firm of one, me, and I was very interested in the property search function since I was just starting out and the most important thing was to be able to search for available multi family properties in the NY Metropolitan area. In my opinion, this was clearly understood and I signed a one year contract for comps and property searches. After using these services for one year the contract was about to expire and I thus attempted to cancel the contract since I was not successful in finding a single property via Co Star. I proceeded to contact their customer service department and was told I could not cancel my contract since I needed to provide 60 days written advance notice. I asked how come I was not given notice of this and I was informed that a mailing was sent to my address, which was simply not true. At his point, November 2013, I also noticed that the search function that I had been able to perform for the previous year was disabled and the monthly subscription price went up 6 dollars a month. I sent several emails to **. [redacted] trying to understand all of this and I even offered a compromise to terminate the contract and I was told that I needed to accept the new terms and conditions as is. If I had known that the property search function was going to be removed I would never have this service to begin with. The original contract identified this service as "Co Star for Sale Express" and in September of 2013 there was a cryptic message on an invoice indicating that "Effective at your next renewal date the free CMLS portion of your service will be discontented". Where do these two service terms match? This is false advertising in my opinion! After an email discussion in late November, I found this out to be that my property search function was disabled and this to me is not good business policy since it was not at all clear to me that this was initially a "free" service and would be discontinued. After several correspondences to **. [redacted] in November went unanswered I decided to hire a lawyer ([redacted]) who has also been stonewalled in lack of timely correspondence by both **. [redacted] and his supervisor, **. [redacted]. I have honored the November and December 2013 payments and have ceased using this utility since I found out about the removal of the property search function in early November. The stall tactics are very obvious and I just want this to be resolved at this point. Clearly, by not answering my previous emails and now my lawyer's correspondence they seem to be non concerned about this issue.Desired Settlement: I would hope that someone in their management tree will see that this was not fair advertising and that my last 2 payments will be refunded and the contract will be terminated as of 11/2013. I have already spent 500 dollars on legals costs and my lawyer has met the same non correspondence that I did so this has basically gone nowhere.

Business

Response:

Our Sales Management has agreed to cancel the account as of 12-31-13 even though the cancel notice was received late and was originally not effective until 10-31-14. There will be no refund of the legal fees of $500.00.