Intelius.com

Intelius customers are presented with a two tier pricing structure when purchasing reports on the Intelius website.  They have the option of paying the full price, or a discounted promotional price which includes a 7-Day Pass of the Intelius Premier Plus Membership.  When a customer...

selects the promotional price, they are presented the benefits of the membership and the terms and conditions of the offer, including billing.  By choosing to proceed with the purchase at the promotional price, the customer agrees to the terms and conditions of the promotional offer.In this case, the promotional offer was accepted and the Intelius Premier Plus 7-Day Pass was activated.  As requested, the Intelius Premier Plus Membership was canceled on 5/3/2016 and a refund was issued for $29.95.  In addition to that, a refund totaling $89.85 was issued on 5/4/2016.  The refund will appear on Ms. [redacted] statement ($29.95x4) in one of the next two billing cycles, depending on the closing date.  No future membership charges will occur. We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

We are in receipt of the consumer complaint filed by Ms. [redacted].While we do our best to provide the most up to date and accurate information available, it is important to remember that Intelius solely collects and compiles public records and publicly available information.  This means that the...

information is not verified and could allow for some inaccurate reporting.  This may explain some of the inconsistencies Ms. [redacted] noticed while utilizing the service.I have reviewed the account associated with the information Ms. [redacted] provided and have found an active Intelius Premier Monthly Mobile membership billed through [redacted].  If Ms. [redacted] would like to cancel her membership, she will need to contact [redacted] directly with any cancellation or refund requests by visiting https://support.apple.com/en-us/HT202039.We sincerely appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Intelius customers are presented with a two tier pricing structure when purchasing reports on the Intelius website.  They have the option of paying the full price, or a discounted promotional price which includes a 7-Day Pass of the Intelius Premier Plus Membership.  When a customer...

selects the promotional price, they are presented the benefits of the membership and the terms and conditions of the offer, including billing.  By choosing to proceed with the purchase at the promotional price, the customer agrees to the terms and conditions of the promotional offer.In this case, the promotional offer was accepted and the Intelius Premier Plus 7-Day Pass was activated.  The Intelius Premier Plus 7-Day Pass was canceled on 3/3/2016 and the charge of $7.95 for the 7-Day Pass was never charged.  There was no additional information available for the Assisted Phone Search Report and the charge of $0.95 was refunded on 3/4/2016.  The refund will appear on Mr. [redacted] statement in one of the next two billing cycles, depending on the closing date.  No future membership charges will occur.We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Intelius customers are presented with a two tier pricing structure when purchasing reports on the Intelius website.  They have the option of paying the full price, or a discounted promotional price which includes a 7-Day Pass of the Intelius Premier Membership.  When a customer selects the...

promotional price, they are presented the benefits of the membership and the terms and conditions of the offer, including billing.  By choosing to proceed with the purchase at the promotional price, the customer agrees to the terms and conditions of the promotional offer.In this case, the promotional offer was accepted and the Intelius Premier 7-Day Pass was activated.  As requested, the Intelius Premier Membership was canceled on 3/24/2016 and a refund was issued for the total amount of $219.45.  On 3/28/2016, an additional refund was issued for the total amount of $99.75.  The refund will appear on Mr. Schneier’s statement ($19.95x16) in one of the next two billing cycles, depending on the closing date.  Again, all membership charges have been refunded and no future charges will occur.We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Complaint# [redacted]
Consumer: [redacted]
 
We are in receipt of the consumer complaint filed by Ms. [redacted] in connection with Intelius’ Premiere Plus Membership.
 
Intelius customers are presented with a two-tier pricing structure when purchasing reports on the Intelius website. Each...

offer includes a discounted report price plus a one-week trial of the Intelius Premier Plus membership. If the user elects to continue with their selected report type but does not wish to continue the Premier Plus membership they are instructed to cancel the Premier Plus membership within the first 7 days and they will only be charged $7.95 for the Premier Plus trial membership. However, if the user does not cancel, the member is enrolled in the Premier Plus membership and their credit card will be charged a monthly fee of $29.95 (plus applicable taxes) going forward.
 
The terms and conditions of the Intelius Premier Plus promotional offer, including the billing details, are presented multiple times during the purchase process. Once a user selects a specific price point, the billing details are shown in the order summary, which is viewable on each page of the checkout process. On the final page of the checkout process, the billing details of the promotional offer are presented again and the user must affirmatively check a box next to these details in order to complete the purchase. If the billing details are not accepted, the promotional offer is removed and the cost of the report will return to its full standard price. Additionally, after a purchase is completed with the promotional offer, the customer will receive a pop-up and a welcome email for Intelius Premier Plus, which reiterates the billing details.  
 
According to our records, Ms. [redacted] purchased 4 reports on the Intelius website on July 12, 2016. Ms. [redacted] did not cancel the Premier Plus trial membership prior to July 19, 2016 and, as a result, her credit card was charged $29.95 (plus applicable taxes) on July 19, 2016 and every month thereafter in accordance with the disclosure and the Terms of Services Ms. [redacted] agreed to during her initial purchase.
 
According to the Intelius Terms Service, Intelius has a no refund policy. However, as a matter of customer courtesy, a customer care agent provided Ms. [redacted] with a refund of 3 months of membership fees on January 14, 2017 in the total amount of $98.40 and removed Ms. [redacted] from the Premier Plus membership program per her request. We are unable to provide Ms. [redacted] with any additional refunds.
 
Sincerely,
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
www.intelius.com

Revdex.com:Since the company will issue a refund of the $29.95 charged to my account, I accept their response regarding complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would like to point out that, in their response, the company is basically saying that they do not sell products for the advertised price of $.95.  Apparently by agreeing to this $.95 purchase, you are also (unknowingly) agreeing to a promotional purchase/subscription and you cannot proceed with your $.95 purchase without (unknowingly) agreeing to the expanded and unwanted purchase.  Not a good way to do business and I see that the company was sued over this practice and the settlement required them to make the additional required purchase more obvious.  I can attest to the fact that it is not obvious--I never would have purchased a phone number for $.95 + $7.95 (or + $29.95 which is what I was charged) if I had realized the true purchase price.  Directory assistance through the phone company would have been free!Sincerely, [redacted]

We are more than willing to help with Mr. [redacted] Intelius account; however, we are unable to locate an account in our system using the information provided to us.  We can locate his account using an alternative email address or the order number found on the purchase receipt.  Once we...

receive the requested information we will be able to investigate this matter further.If Mr. [redacted] would like to contact Intelius Customer Care directly, he can email us by visiting http://www.intelius.com/emailcontact or he can reach us by phone TOLL FREE at (888) 445-2727.  We are open from 5:00am to 6:00pm PST Monday through Friday and Saturday and Sunday from 6:00am to 4:00pm PST.We sincerely appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Complaint: [redacted]I am rejecting this response because: MY ISSUE WAS NOT THAT I DIDN'T UNDERSTAND THE CONTRACT. MY ISSUE WAS THAT I EFFECTIVELY CANCELLED MY SUBSCRIPTION TO THE PRODUCT AND THEN ONE MONTH LATER WAS BILLED AGAIN ON MY CREDIT CARD. SO THEIR RESPONSE TO THIS PARTICULAR CLAIM, WAS NOT SUFFICIENT, BUT I did see that my credit card account was credited. So I will accept THAT response along with them cancelling the subscription effective immediately. Not sure why they are not noting here that they finally cancelled my subscription and refunded my credit card... both things that they did 5/4/16.Sincerely,[redacted]

Intelius customers are presented with a two tier pricing structure when purchasing reports on the Intelius website.  They have the option of paying the full price, or a discounted promotional price which includes a 7-Day Pass of the Intelius Premier Plus Membership.  When a customer...

selects the promotional price, they are presented the benefits of the membership and the terms and conditions of the offer, including billing.  By choosing to proceed with the purchase at the promotional price, the customer agrees to the terms and conditions of the promotional offer.In this case, the promotional offer was accepted and the Intelius Premier Plus 7-Day Pass was activated.  The Intelius Premier Plus 7-Day Pass was canceled on 1/7/2016 and a refund was issued for $8.65 on 1/22/2016.  Additionally, since no additional information was available for the Assisted Phone Search Report, the charge of $1.03 was canceled on 1/9/2016.  This will reflect on Ms. [redacted]’s statement ($8.65, $1.03) in one of the next two billing cycles, depending on the closing date.  Again, all charges have been canceled or refunded and no future membership charges will occur.We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Complaint # [redacted] Consumer: [redacted]   We are in receipt of the consumer complaint filed by Mr. [redacted]. Intelius is an online public information website which collects and compiles public records and publicly available information via local, state, federal and other agencies. For...

additional information regarding how we collect and share an individual’s information we recommend viewing our Privacy Policy located at https://www.intelius.com/privacy.   Per Mr. [redacted]’s request, his information was removed from the Intelius database, as well as our affiliated websites. The link provided in Mr. [redacted]’s complaint is a generic search link generated through users searching on the Intelius website for the names and places listed in the search string or through a Google search query. If Mr. [redacted] is still seeing his name appearing within Google search results pages, it means that while Mr. [redacted]’ information was still in our systems, Google indexed the public results pages of the Intelius website. Unfortunately, we do not have the ability to remove this information from Google’s search results independently. However, on May 16, 2017 we submitted a request to Google to remove the link on Mr. [redacted] behalf. Whether Google honors this request is entirely dependent on Google. A copy of the request to remove the link is attached for your review.   In the event Google declines to remove the link, the link will disappear when Google re-indexes these webpages and updates the information they have cached. When and how often these pages are re-indexed is beyond our control and is based on Google’s internal policies and algorithms. However, Mr. [redacted] should note, that none of his information appears in any of the Intelius search results.   This information should successfully resolve Mr. [redacted]’ complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [email protected].   Sincerely,   Tara M[redacted] Sr. IP & Marketing Compliance Manager www.intelius.com

Complaint #[redacted] Consumer: [redacted]   We are in receipt of the consumer complaint filed by [redacted]. We are unable to assist this individual as the website listed in the complaint, www.publicrecords.directory, is not an Intelius company, partner site or an affiliate.  [redacted]...

will need to contact the owner of this website to request the removal of their information.   This information should successfully resolve this complaint.  Should your office or [redacted] have any questions or need additional information, please feel free to contact me at [email protected].   Sincerely,   Tara M[redacted] Sr. IP & Marketing Compliance Manager www.intelius.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Thanks I will keep looking to see if my info pops up again.Thank you for your assistance.

Complaint #[redacted] Consumer Name: [redacted]   We are in receipt of the complaint filed by Ms. [redacted] regarding her claim that Intelius enrolled her into a paid membership program and charged her membership fees without her permission.   Intelius customers are presented with a two-tier...

pricing structure when purchasing reports on the Intelius website. Each offer includes the standard one-time purchase price and a second discounted report price plus a one-week trial of the Intelius Premier Plus membership. If the user elects to continue with their selected report type but does not wish to continue the Premier Plus membership they are instructed to cancel the Premier Plus membership within the first 7 days and they will only be charged $7.95 for the Premier Plus trial membership. However, if the user does not cancel, the member is enrolled in the Premier Plus membership and their credit card will be charged a monthly fee of $29.95 (plus applicable taxes) going forward.   Intelius provides clear disclosures within the report purchase process of the Premier Plus membership offer.  Below, I have outlined the process and various places in which Intelius notified Ms. [redacted] of the membership offer and details.   On June 30, 2017, Ms. [redacted] purchased a discounted People Search Report in the amount of $.95 (and an add-on report for current phone and address information for an additional $1.95), which included a 7-day trial membership of the Premier Plus membership. Ms. [redacted] was notified of this offer and trial membership when she selected her report type and again on the payment information page. Additionally, she was required to manually select a checkbox on the payment information page before she could complete her report purchase that specifically notified her of the offer and the membership terms, including that her credit or debit card would be charged $29.95 (plus applicable taxes) if she did not cancel her 7-day trial membership, a phone number to cancel her membership, that her membership benefits would continue through the last month for which she paid and that there are no refunds or partial month credits. Ms. [redacted] was presented with language in the same checkbox that by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the standard purchase page is attached for your review.   The “Automatic Renewal Program” section located under the “Paid Services” portion of the Terms of Service states:   “Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:   ·         Intelius.com – cancelling your membership on the My Account portion of the Intelius.com Website or by calling (888) 445-2727.   Please note that completing these steps will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.”   Shortly after her report purchase, Ms. [redacted] would have received a receipt confirmation email sent to the email address associated with her Intelius account. This email contained the amount Ms. [redacted] paid for her report and the Intelius Premier Plus membership terms and conditions and instructions on how to cancel her trial membership.   According to our records, Ms. [redacted] did not opt out of the Intelius Premier Plus membership or contact the Intelius Customer Care team about her membership prior to the expiration of her trial membership. As a result, her credit or debit card was charged $29.95 on July 8, 2017 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.   Per the Terms of Service, Intelius has a no refund policy, however as a matter of customer courtesy, I have provided Ms. [redacted] with a refund in the amount of $29.95 and removed her from the Intelius Premier Plus membership program on July 19, 2017. Ms. [redacted] should note this refund on her account within the next 30 to 60 days, depending on her financial institution’s billing cycle and internal refund policies.   This information should successfully resolve Ms. [redacted]'s complaint. Should your office or Ms. [redacted] have any questions or need additional information, please feel free to contact me at [email protected].   Sincerely,   Tara M[redacted] Sr. IP & Marketing Compliance Manager www.intelius.com

US Search solely collects and compiles the public records and publicly available information.  Local, state, and federal agencies make updates to public records.  The information can come from sources such as: marketing surveys, land deeds, catalog purchases, voter registrations, lawsuit filings, court records, magazine subscriptions, and address changes.Again, we have removed the requested information from the US Search database, as well as affiliated sites.We appreciate your cooperation in resolving this issue and apologize for any inconvenience.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint# [redacted]
Consumer: [redacted]
 
We are in receipt of the consumer complaint filed by Mr. [redacted] in connection with Intelius’ Premiere Plus Membership.
 
Intelius customers are presented with a two-tier pricing structure when purchasing reports on the Intelius...

website.  Each offer includes a discounted report price plus a one-week trial of the Intelius Premier Plus membership.  If the user elects to continue with their selected report type but does not wish to continue the Premier Plus membership they are instructed to cancel the Premier Plus membership within the first 7 days and they will only be charged $7.95 for the Premier Plus trial membership. However, if the user does not cancel, the member is enrolled in the Premier Plus membership and their credit card will be charged a monthly fee of $29.95 going forward.
 
The terms and conditions of the Intelius Premier Plus promotional offer, including the billing details, are presented multiple times during the purchase process. Once a user selects a specific price point, the billing details are shown in the order summary, which is viewable on each page of the checkout process. On the final page of the checkout process, the billing details of the promotional offer are presented again and the user must affirmatively check a box next to these details in order to complete the purchase. If the billing details are not accepted, the promotional offer is removed and the cost of the report will return to its full price. Additionally, after a purchase is completed with the promotional offer, the customer will receive a pop-up and a welcome email for Intelius Premier Plus, which reiterates the billing details.  
 
Per the Terms Service Mr. [redacted] agreed to during his report purchase, Intelius has a no refund policy. However, as a matter of customer courtesy, a customer care agent provided Mr. [redacted] with a refund of $89.85 on December 8, 2016 and removed Mr. [redacted] from the Premier Plus membership program per his request. We are unable to provide Mr. [redacted] with any additional refunds.
 
Sincerely,
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
www.intelius.com

Intelius customers are presented with a two tier pricing structure when purchasing reports on the Intelius website.  When Ms. [redacted] purchased the People Search Report on 12/7/2016, she was offered an option to pay the full price of $3.95 or the discounted promotional price of $0.95 which...

included a 7-Day Pass of the Intelius Premier Plus Membership.When a customer selects the promotional price, they are presented the benefits of the membership and the terms and conditions of the offer, including billing.  As described in the billing details, if the Intelius Premier Plus Membership is canceled within the first seven days and the included background check voucher is not used, the customer will only pay $7.95.  Otherwise, the customer is charged $29.95 for a full month which will reoccur each month until the membership is canceled.  By choosing to proceed with the purchase at the promotional price, the customer agrees to the terms and conditions of the promotional offer.  In this case, the promotional offer was accepted and the Intelius Premier Plus 7-Day Pass was activated.According to our records, the Intelius Premier Plus Membership was cancelled on 12/15/2016 when Ms. [redacted] signed into her account online and used the cancellation option in the account settings.  Before the Intelius Premier Plus Membership was cancelled on 12/15/2016, the Intelius Premier Plus 7-Day Pass expired and Ms. [redacted] was charged $29.95 for a full month.  We do not have a record of a cancellation request for the Intelius Premier Plus Membership prior to the charge of $29.95. Intelius has a no-refund policy in regards to its membership charges.  However, after Ms. [redacted] contacted Customer Care requesting a refund, an exception was made on 12/19/2016 and the charge of $29.95 for the Intelius Premier Plus Membership was refunded.  The refund will appear on Ms. [redacted]’s statement in one of the next two billing cycles, depending on the closing date.  Ms. [redacted] will only be charged $0.95 for the People Search Report.  No future membership charges will occur. We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

The terms and conditions of the Intelius Premier Plus promotional offer, including the billing details, are presented multiple times during the purchase process.  Once a user selects a specific price point, the billing details are shown in the order summary, which is viewable on each page of the checkout process.  On the final page of the checkout process, the billing details of the promotional offer are presented again and the user must affirmatively check a box next to these details in order to complete the purchase.  If the billing details are not accepted, the promotional offer is removed and the cost of the report will return to its full price.  Additionally, after a purchase is completed with the promotional offer, the customer will receive a pop-up and a welcome email for Intelius Premier Plus, which reiterates the billing details.  As described in the billing details, if Intelius Premier Plus is canceled within the first seven days and the included background check voucher is not used, the customer will only pay $7.95.  Otherwise, the customer is charged $29.95 for a full month which will reoccur each month until the membership is canceled.  Due to this flexibility in pricing, the amount due cannot be determined on the final checkout page.Intelius’s policy is to use all applicable means to deliver the information services to its customers.  The information we provide is gathered from selected public records and other sources.  The data is compiled into a comprehensive public record search that Intelius maintains with active updates from its sources.  Due to the nature of public records, Intelius cannot warrant the information provided is current, complete, or accurate.  Since Mr. [redacted] was not completely satisfied with the People Search Report, we processed a refund of $0.95 back to his account on 6/20/2016.Mr. [redacted]’s membership to Intelius Premier Plus was activated on 6/10/2016 and he was charged for a month of the membership on 6/18/2016.  Since Mr. [redacted] was charged for a month of Intelius Premier Plus, the billing cycle for his membership was set to end one month from its activation, 7/10/2016.  As requested, Mr. [redacted]’s membership to Intelius Premier Plus along with the pending charge of $29.95 was canceled on 6/19/2016.  Again, all charges on the account have been canceled or refunded and no future membership charges will occur.We appreciate your cooperation in resolving this matter and apologize for any inconvenience.

Complaint: [redacted]I am rejecting this response because:  The solution they specified is temporary.  They should no long list my number unless they ask for my permission, otherwise they can be charging they customers for incorrect information, that they do not verify.  In my opinion that constitutes fraud.Sincerely,[redacted]

Complaint # [redacted]
Consumer: [redacted]
 
We are in receipt of the consumer complaint filed by Mr. [redacted]. Intelius is an online public information website which collects and compiles public records and publicly available information via local, state, federal and other...

agencies.  For additional information regarding how we collect and share an individual’s information we recommend viewing our Privacy Policy located at https://www.intelius.com/privacy.
 
Per Mr. [redacted]’ request, we have removed his information from the Intelius database, as well as our affiliated websites. However, it is important to remember that the procedure to opt out is temporary.  Intelius is constantly updating its database with new public records.  It is possible that an individual may need to resubmit a request to opt out for any new records that may have been added to its database since their last opt out request.  While we are unable to anticipate how, when, or if information will reappear on our sites, we will be more than happy to remove an individual’s information upon request. 
 
Additionally, managing personal information through the Intelius opt-out service is just one step in eliminating its availability. There are many other sites that may provide similar information found on our site. Public records sites, search engines, social networking sites and other online companies provide different levels of information about individuals.
 
This information should successfully resolve Mr. [redacted]’ complaint.  Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [email protected].
 
Sincerely,
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
www.intelius.com