La Vita on Esplanade

Customer’s Statement of the Problem: They have taken my money over the phone for a day contract and told me if I was unable to move through their services I would be refundedCompany Response: We do offer every client a full refund policy if they have not moved after using our services Customer’s Statement of the Problem: After I gave my information, the receipt they sent me on the refund policy changed! Now they are refusing to refund my $after conducting more research, I found that they have scammed others out of money with promises of a refund and didn't honour itI'm reporting this because they are located in another state entirely and using Craigslist to lure in their victimsCompany Response: In no way does our policy changeWe send every customer our refund policy in writingThen and only if, they review and sign the agreement, do we provide our servicesSo the customer received the policy termsShe reviewed them and did agree to themIn fact, if she didn’t agree to the terms and didn’t sign the agreement, she would never have used the services We always honor our refund terms because they are very clear and in writingWhen any client qualifies for a refund, they receive a refundIf they do not qualify for a refund based solely on the terms of the refund policy, they will not receive a refund Insofar as a refund for this client, please note that on September 17, 2017, she called our office and told us that she in fact did move and said that she found a place on her own without using our servicesWe explained that our refund policy states in writing, that “we offer a full money back guarantee if clients have not moved into a satisfactory rental unit within the first 90-days.” This means refunds are only issued (Which again is clearly outlined in the refund terms of paragraph) if a client uses the services throughout the entire 90-day term and have not moved So she was told that Firstly, she stated she movedTherefore a refund is not possibleSecondly, her 90-day term expires on December 10, and therefore she would not be eligible for a refund until that date, but as stated, firstly, she told us she moved and only clients that have not moved are eligible for a refundSo she was told that since she moved and it was not after the 90-day term, she was not eligible for a refundWhen we told her this, she said we were a scam and hung up We are not anything like a scam because we divulge our entire policy to clients before any fees are finalizedThis customer knew the terms and though she was clearly not qualified for a refund, she tried to get one anywayThen when she was told she was not qualified, now were a scamShe was unable to follow the terms which surely does not make us the scammer Desired Settlement: I would love to get my money back if possible and I think that more cases should be investigated about LocatorCompany Response: Based solely on the written terms contained in the signed contractual agreement which were disclosed to the client before any fees were finalized or before any services were provided, the client is not qualified for a refund at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
This company is fraudulentThey are using Craigslist to lure in victims and scam them out of their moneyAfter filing this report, I found that they do not even use the address listed for Revdex.com or the address that they have given customersThere are more problemsWhen I reported to the agent that I was homeless and looking for immediate placementThe agent alerted me that it was okay and if I moved without using their services that I would still be able to receive a refund but I would have to wait a full days from the start date of my contractSince, I was homeless I was also using alternative research sites but I was unable find any of the ads listed on Craigslist on their website! First RED FLAG! Secondly, even after reporting my price range I was unable to find anything in my price range as I was told there was several offers availableFinally, after reviewing the contracts fine print details I released that not only do we have to not move in days from our current house hold, I must also submit in a written request for a refund, AND I must use the website at least time every day consistently for days!!!! What type of joke is that! I want my money back, but I doubt I will get itWhat I need the Revdex.com to do is shut down this scam and alert other potential victimsLike I said, I have found individuals effected by this scam in several states and it is not okayWhen will you intervene, Revdex.com? The reports go all the way back for many yearsYour supposed to protect consumer rights, not sit back and enable the scammers because they send you the same recorded message over and over again

To whom it may concern, Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by T*** ***Below, please find a detailed response to the complainant’s issuesCustomer said: “I was told I could cancel anytime and that after
days they would refund my money if I had not found a property.” Our response: The customer was told that if they don’t move, we offer a full refund policyIn addition to that, the signed contractual agreement that the customer received, reviewed and signed states as follows with regard to refund ability“LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE: (1) RECEIVED OUR PRINTED LISTINGS AT LEAST (3) DAYS PER CALENDAR WEEK DURING THE INITIAL (90) DAYS; (2) MAILED THEM TO OUR CORPORATE OFFICE ALONG WITH YOUR WRITTEN REQUEST FOR A REFUND AND VERIFICATION (CURRENT UTILITY BILLS IN YOUR NAME) OF PRESENT ADDRESSREFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVEREFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACTFINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUNDLI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.” Customer may NOT cancel at any timeIn addition to the statement in the refund policy, the cancellation clause is noted as follows: “THERE ARE NO CANCELLATIONSNO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUNDI AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.” Then and moreover the last sentence of the contract states: “BECAUSE WE OFFER A FULL REFUND POLICY, THERE ARE NO CANCELLATIONS.” Our customers are offered a full refund if they have used our service as described and have not movedBecause we offer a full refund policy, there is no possibility of cancelling the serviceRefunds however are only issued subject to the customer conforming to the terms contained thereinCustomer said: I was told that the lists were exclusive and could not be found at other placesOur response: The contract also deals with this issue, but before we state the terms I the contract, please understand that we do not tell clients that properties are exclusive or that they could not be found elsewhereThe contract addresses this issue as follows: “…SOME INFORMATION IS OBTAINED FROM SCANNING AREA NEWSPAPERS AND SUBURBAN JOURNALS AND IS AVAILABLE TO YOU IF YOU OBTAIN AND PURSUE THESE ADVERTISEMENTSOTHER INFORMATION IS OBTAINED DIRECTLY FROM RENTAL PROPERTY OWNERS AND THEIR REPRESENTATIVES AND MAY NOT BE AVAILABLE TO YOU THROUGH THESE SOURCES.” Our job is to put as much information in front of customers as possible and we absolutely obtain property information from varied and as many sources as possibleSome of the properties may be available to the customer while others may not be listed elsewhereCustomer said: I received some lists online but they were not what I asked forI was getting lists that had wrong and outdate information, completely uselessOur response: During the phone call, we discussed the criterion for the property search with the customerWe agreed to provide information on all rental properties providing that they were ONLY within Bucks County, Pennsylvania and then ONLY those that were between $to $1,in rent providing that any of those were a minimum size of a Studio apartment or anything largerThe results of that search was agreed to and also printed at the top of the customers contract and the only properties that were given to the customer we those that fell exactly within that criterionCustomer said: The lists were supposed to be updated on a regular basis and they were notOur Response: Our database is updated in REAL TIME meaning WHEN (and if) a property is added or removed, those changes are immediately shown on the customers search resultsWe do not say the database is updated on “regular basis.” Rather as stated, we update in real timeWhen a landlord calls us to edit, add or declare a property as rented, those changes are immediately manifested and available to the customerThe real problem is that the customer ONLY ACCESSED the listings ONE TIME! So even though we were and had been adding new properties, deleting rented properties and making changes to existing properties, the customer simply decided to stop using the listings they paid forThis was a decision they made and has no reflection on the benefit of our serviceWe did what we were paid for, but the customer never used our service past the first dayThe first accessed the listings at 10:30am on June 19th and then times more at 11:and then again at 11:30amSo in actuality the customer says that properties were supposed to be updated on a regular basis they must have meant they expected to see changed in ONE HOUR! That is just preposterousI suppose if they didn’t find something on craigslist the one time they logged in, they never looked again? I think notSo again, we did what we were paid forIt was just the customer that decided to never even use the service that THEY PAID FORCustomer said: I called today to cancel my account and was told I had to wait until my days was up and since I did not print out lists every three days, they would not give me a refundI was never told this!!! Our Response: The customer was aware of the conditions to obtain a refund and they did none of themThen the customer called and whether the customer [printed anything is moot because they never accessed the listings more than one day! We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreementIn summaryThe customer contacted our companyWe have provided services exactly as described in our policy agreementThis response has addressed and answered the complaint by way of explanation and clarificationTherefore we request that you mark this file as a resolution and ask that you please note our file accordingly

Please find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by J[redacted] Policy # [redacted] Below, please find a detailed response to the complainant’s issues.   Customer Statement: I signed up for rental location assistance thru locators may 13, 2016. They charged $185.00 to use their services.   Company response: Correct.   Customer Statement: Due to a situation my family was dealing with at that time with slumlords and uninhabitiable living conditions that we needed to move asap due to our and our childrens health and well being, we decided to pay the fee and have that help in aid of our search to find a new home. This company has numerous phones, over 20 to be exact. They do not tell you the stipulations at time of sign of.   Company response: We have many phone numbers. We give EVERY customer the opportunity to view the contractual agreement terms before any fees are collected. This customer was no exception. On 5/12/2016 at 9:07:04 AM the customer logged into our digital signup system. After authenticating her identity, she was presented with a copy of the terms of service all on one page. After reading and agreeing to the terms presented (including the refund policy terms in detail) she digitally signed the agreement.     Customer Statement: I was lied to by their customer service rep on the phone.   Company response: She was not lied to by anyone. She was told how our service works and had the opportunity to ask as many questions as needed to be satisfied. After being satisfied, we presented her with a WRITTEN copy of the terms of service, which as stated, she read and agreed to and then did subsequently affix her signature thereupon thereby indicating to us her understanding and agreement to those terms. At that time, the funds were taken from her credit card account. But only AFTER she signed the terms of service.   Then, a copy of those terms was sent to her via email. No lies. Terms of service were presented to her to review, which she did.   Customer Statement: After my 90 days was up it was brought to my attention that certain things were to be met in order to be eligible for a full refund after 90 days. 1. Live at the same address at time of sign up for the full 90 days answer: due to unlivable conditions and for the safety of my family we needed to move asap. Nothing was said about that. 2. Physically in writing submit a request for a full refund between 90-105 days after sign up date. answer: this was not mentioned to me on the phone at time or sign up. I called numerous times after the fact for them to verbally tell me this on the phone.   3. Receive the printed listings at least 3 days per calendar week during the 90 days. answer: I searched every day, called about phoney listings their company has posted that didnt exsist. My husband and I found 10 listings in different towns that were not actual listings.   Company response: As stated in the aforementioned paragraphs, she was VERY WELL AWARE of the terms of the refund policy because the terms were given to her before any fees were charged AND… a copy of those terms were delivered to her to keep.   As to her statement regarding her activity, the customer DID NOT search “Every Day” as stated. She only viewed the property listings on 13 separate dates. She logged in and viewed the listings on 5/26/2016 @ 10:12:09 AM 5/23/2016 @ 6:03:13 PM 5/22/2016 @ 7:50:14 AM 5/21/2016 @ 9:28:14 AM 5/20/2016 @ 1:14:27 PM 5/19/2016 @ 7:20:58 PM 5/18/2016 @ 8:15:42 AM 5/17/2016 @ 6:51:10 PM 5/16/2016 @ 3:41:47 PM 5/15/2016 @ 1:43:20 PM 5/14/2016 @ 9:22:33 AM 5/13/2016 @ 12:17:56 PM 5/12/2016 @ 12:21:23 PM   As to her claim that the listings were “phony” and “did not exist”, I can say that not only is this completely false and not true, there is no proof to her statement.   She was fully aware of everything noted even though she states she was not. She was given the terms in writing. She read the terms. She agreed to the terms. We know this because she signed the terms. That’s the way contracts work.   Customer Statement: 4. Mail the listings to our corp. office. answer: Nothing was mentioned to me on this at time of sign up.   Company response: She was fully aware of everything noted even though she states she was not. She was given the terms in writing. She read the terms. She agreed to the terms. We know this because she signed the terms.   Customer Statement: 5. Submit verification of present address answer: after the fact of not being told to send in written notice of a refund, this company does have my present address and phone number. The letter says that I am not eligible for a refund also because: I moved into a satisfactory rental unit and I did not obtain the listings 3 days a week.   Company response: Our refund policy is very clear as the customer knows because she read the terms and was given a digital copy for her records. Refunds are given to clients that have not moved after using our services as described for 90-days.   Firstly, she moved. Accordingly, she is not eligible for a refund per the terms of the agreement. Secondly, she logged in only 13 days, whereas the contract states clients must obtain the listings 3-days per calendar week during the entire 90-day term. She did not, and therefore is not eligible for a refund. However, this reason is moot because she moved.   Customer Statement: I have been in contact with locators. They did receive my written request and told me my refund check will be processed. I will be also contacting the PA general attorney's office in my state of Pennsylvania to help me with this issue.   Company response: She called our offices and was told that we received her written refund request and that the refund request was being processed. As for the Attorney General, I can say that our contract has been reviewed and approved by the Offices of Attorney General.   Customer Statement: Nothing was said to me on the phone about being ineligible.   Company response: We do not discuss refunds on the telephone. Everything is done in writing to avoid just this type of complaint. We need written documented records of these things. That’s is why we request a written request for a refund. Also, we reply with a written request for a refund. We did.   Customer Statement: I was simply told my refund was being processed.   Company response: She was told that her refund request was being processed. She was not told that her “REFUND” was being processed. Big difference.   We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In this case, the terms of the policy were not completed by the customer and accordingly a refund cannot be issued at this timer per the terms of the signed contractual agreement.   In summary... The customer contacted our company. We have provided services exactly as described in our policy agreement. This response has addressed and answered the complaint by way of explanation and clarification.   Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.

Tell us why here... Customer’s Statement of the Problem:Paid $185 fee on July 11, 2017. I have checked the listings daily since and nothing has been updated. My neighbor is an owner and his listing has been there for a week after he already had a tenant. A friend used the same service and said only...

two out of the list were legit. I have been trying to contact customer service for three days now and left several messages. No return phone call yet. You never get a live person until you go to option #1 which is to sign up for new contract. I spoke to one of those reps and explained that I could not get through and ask them to not transfer me and they still do; they did not help me. I don't mind paying for a service but this one seems like a real scam; they should not be able to continue. Reviews online state the same.    Company response:We concur that the customer did join our service on July 11th 2017.Additionally we can agree that she has accessed the listings each day since then. We cannot attest to anything a neighbor or friend said as it has no bearing on the operation of our business.If her neighbor claims that he listed a property with us, but neglected to inform us that it was rented (which is a good thing) to stop the calls, that is something we cannot control. When a landlord lists their property through our service it is a free service. The fact is that some landlords may neglect to contact us and to that end, we continually try to contact them to confirm the availability of the property. If however, we are unsuccessful in contacting them, and they refuse to inform us that their property was in fact rented, our system will automatically remove the property. Again, it is incumbent on the landlord to remove let us know the property is rented.There are many landlords that post in various places and simply leave the listings up even after it has been rented. Why, I don’t know, but it happens. As for another person saying that only 2 of the properties were “legit” that is something we cannot address. Firstly because we disagree because it is not true, but also because it is uncorroborated.  The customer’s main complaint is that she claims that “nothing has been updated” is also not accurate based on that statement.If she means that there was nothing in a particular street or area, with a specific bedroom or price then perhaps she may see less changes if at all.However we release all the properties in Chester County and we allow the customer to filter rent price and bedroom size. As far as her calling our office, I can say that she has called our office and has spoken with our customer support staff. On July 19th 2017 at 10:24pm we returned a voicemail she left and spoke with her. Our service comes with a written refund policy for clients that have not moved after using our services.Our service is a 90-day term. The amount of properties that appear at any given time in any given area can certainly be dynamic as that is the nature of real estate rentals. Clearly there can be no promises or guarantees as to how many properties will appear in any given search at any given time. Our job is to provide access to our database of rental property information. We never make any statement written or otherwise indicating that there will be changes every day or that new property will or will not be added at any given time. Rather, we explain that our only purpose is to furnish the purchaser with access to our database of rental property information. What we would like to say at this point however is while we understand that the customer may not be seeing as many properties appear that were within her criteria as she would like, but were trying. We have every desire to try to generate as many leads as we possibly can. We would therefore ask that she continue to view properties as often as she can to assure that when any new ones are added, she will see them immediately.Otherwise, we do offer a full refund policy if things don’t work out.  Customer Desired Settlement:                       Would like to be assured that I can call with a problem and actually talk to someone and also know that these listings are not just fake and outdated. If this is not possible, then money back. Company Response:The listings in our system are not fake or out dated except that if a property has been rented and either the landlord didn’t call us or the property is still available and the landlord chose to say to the customer that it was rented. That is something we cannot control. However as stated previously, when we are made aware of any problem, error or property becoming rented, we correct the issue right away. This simply means that if the customer tells us a phone number of a rented property, we contact the landlord to verify the availability and if necessary, mark the property as rented so it will not appear to customers. She can call us anytime, but if we are assisting other callers, we will return the call as we have done in the past.

To whom it may concern, Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues. Our customer states that she was “…Scammed into paying $185.00...

for a rental service that doesn't produce what they are advertising on Craigslist.” This customer was not scammed into anything. Rather, she discussed the service on the telephone and then was sent a copy of the written terms of service. After reading and agreeing to the terms contained therein, she affixed her signature to the agreement and we provided our services which are described as: “I UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” She knew of and agreed to the use of and the purpose of our service. As you can see, there is no mention of anything other than the customer is paying for access to our database of rental property information. She was not paying “…NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT…” She was paying for “…A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” Which is exactly what our company did. With regard to listings that appear on craigslist the following excerpt is also from the signed contractual agreement: “BECAUSE OF ADVERTISING DEADLINES AND OR THE CONSTANT REVISION OF LI'S LISTINGS, PARTICULAR PROPERTIES THAT APPEARED IN ANY ADVERTISEMENTS MAY NOT APPEAR IN LI'S LISTINGS. THEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIA. THEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSON. YOU MUST REFER TO YOUR CURRENT LISTINGS ONLY.” This customer knew about this policy and in fact called our office several times to ask about it. She however would not listen to any explanation. Rather she kept iterating that a particular landlord did not know about us. We explained to her and will add in this response that our job is to obtain and present as many properties as possible to the customer. Whether or not a landlord, agent, manager or what have you, remember speaking with us is irrelevant. What is relevant is whether the customer was able to contact the landlord from the information we provide. It certainly sounds like she was. On March 9th 2016, she called into our company and these are the notes from our file: “She called and said we are scammers because she didn't get anything that we advertised on craigslist on her list. I tried to explain she just kept saying baloney baloney baloney. Then she said that a management company we have doesn't give us permission to give out their info. I said It doesn’t matter if they remember or did or not. I tried to explain but she wouldn't let me then she said that the management company would not give her the $185.00 back to her. I didn't even try explain that answer. She wouldn’t have listened. She said she called her credit card company and the Revdex.com and her local tv station and she hung up on me“ Then on several days following, she sent us messages through our web site wherein she called our company a scam, quoted some unnamed (fake) person claiming to be a former employee and said she was going to contact every landlord and tell them to say they never gave us permission. Although we explained to her the reasoning and how we obtain information and that she was not paying for information on any particular property, she refused to listen and wanted our company to conform to her rules. She was told exactly what we do, how we work and how we obtain information. In the message she also said “I'm contacting every agency I can to report you and the scammer Locator business. Have a great day!!!” At this point, she is abusing our service and making false accusations about our company and her service has been suspended and she will not obtain a refund: “ABUSES OR UNAUTHORIZED USES OF THE SERVICE ON THE PART OF THE POLICYHOLDER TERMINATES THIS POLICY. LI IS NOT RESPONSIBLE FOR LOSSES OF ANY NATURE WHATSOEVER.” We tried in vain to explain to her our services. We tried in vain to answer and address all and any of her questions. Simply, she refuses to either listen or give us a chance to explain in a reasonable manner. She stated that something about “…They never hired you to procure tenants for them and as every other listing, would have never given me $185.00 back!!!...” Landlord do not hire us. We are hired by prospective tenants to have them gain access to our database of rental property information. In fact we tell all landlords we have already been hired and paid by tenants and we are a completely free service to them. She mentions about landlords not giving her the $185.00 she paid for our service back to her. Some landlords are free to participate in a “fee reduction program” wherein certain landlords are willing to reduce the first month rent for a tenant using our service. It is a totally voluntary program. Each landlord that has chosen to participate in that program is indicated in each listing with a “$” to show that they participate. Clearly the one landlord she contact that she mentioned that did not participate and also did NOT have the “$” to indicate so. But again, she did not want to have that discussion. The issue of whether or not a landlord or management company gave us permission is not a valid complaint. We obtain permission and whether or not a management company recalls, or perhaps one person gave permission and the other does know about it not is not an issue. The ONLY issue is did they customer use the information to contact the landlord. In this case she did, and therefore we performed our job. We do not receive any commission or payment from any landlord so frankly, we don’t care if they remember us or not. Again, our only concern is that the customer gets the information and acts in a responsible manner using the service as described and by contacting the landlord secures the choice to rent or not. Were only trying to get the tenant in front of the landlord. The rest is up to them. Ms. Hauck is not acting in a responsible manner and is not using the services as described. She is using the service and irritating landlords that want no part in her drama. We have however ceased providing services to this customer and shall not in the future. Any customer is free to complain, voice their opinion or ask any questions of us. This person however we believe will use our data to attempt to unfairly misrepresent our service to other people and because of this we have terminated our relationship with the customer. We provided services to this customer exactly as described in the signed contractual agreement. We did our best to provide correct answers to the customer also, but have failed to make this customer happy simply because she refuses to even have a civil discussion. She refuses to abide by the terms of the contract and states that she wil try to harm our company. She could have used our service as designed, contacted prospective landlords and made appropriate arrangements to rent. But instead she is focusing her time in this fashion. The real estate company she mentioned in fact does use our free service to list with our company at no cost. There are over 500 properties from that company from over the past decade. But again, that is not an issue. Had she had the ability to listen and understand our service, she may have even rented by now. I can’t imagine a landlord that would be interested in renting to a person who comes across as more interested in persecuting them and us rather than incentivize the landlord to rent to them! But, we wish her well and we hope she finds the perfect landlord. She just won’t be getting the leads from us. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In summary... The customer contacted our company. We have provided services exactly as described in our policy agreement. This response has addressed and answered the complaint by way of explanation and clarification. There won’t be any other decision from our company as a rebuttal. Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
As far as their "services" rendered, those so called listings are not REAL. Either the places have already been rented or do not exist. Regardless of what the business believes, it is not a real one. We would like a FULL REFUND AS SOON AS POSSIBLE.
Regards,
[redacted]

Customer’s Statement of the Problem:This website posted on craigslist for a 3bd apartment for rent, when I called I found out that it wasn't for this location it was a "service" to help you find a place to live.
 
The rep on the phone told me personally that it was going to be a person...

helping us step by step to find a place and they ONLY deal with mom and pop places, NOT apartment building/complexs.
 
Company Response:The customer did contact us and as she states, we explained that we were not the landlord, but rather a service that connects her with landlords.
Our explanation is that we release all properties (ALL meaning all types including complexes and buildings as well as any landlord which includes realtors and property managers. Our goal after all is to get the customer in front of as many landlords as possible to secure them finding the right place to live.
Though our service is unique in that because we are a free service to landlords we do target private landlords that are looking for serious tenants. We do not however ONLY list with them. As stated, we have properties form all types of landlords and dwelling types. It is never said that we have exclusively private landlords, because we do not.
 
 
Customer’s Statement of the Problem:We were desperate because we were being told our lease wouldn't be renewed in 2 months (I believe at this point we only had a month left to find a place), due to the their issues with the township.
 
Company Response:Each person has differing problems and the issue that their time line to move because they had landlord issues not of their own doing is certainly nothing that is under our control.
 
 
 
Customer’s Statement of the Problem:We asked several times if a human being would help us and we were told yes all those times.
 
Company Response:This is not possible. We are not Realtors. We do not drive people around to view properties. We do not work hand in hand with clients. The contractual agreement states very clearly as follows:
“I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”
So the purpose of our service states that our purpose is only to provide access to information. It is important to realize this, because when they were presented with a copy of these terms, they read and agreed to it as evidenced by their signature thereupon.
 
 
Customer’s Statement of the Problem:There was some sort of contract that we had to click on after paying the money over the phone. We were given a website name and a cr and told to click agree to the terms of the contract which stated they would find you a place in 90 days or you will receive a refund.
 
 
Company Response:As previously mentioned, there is a contract that is presented to every client before any fees are collected. They are encouraged to read it, and if they agree to the terms (as these clients did) they affix their signature to it and begin using the services.
The statement that they paid the money over the phone is simply them authorizing the fee. The amount is only collected by us IF AND ONLY IF the customer agrees and signs the contract. In this case, they did.
The terms explain the refund policy in great detail as well. It does NOT state that clients that clients WILL receive a refund. It dictates the terms of the refund policy and states exactly as follows:
“REFUNDS ARE ONLY ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE.  REFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACT.
 
THERE ARE NO CANCELLATIONS. NO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND. I AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”
 
If clients do not adhere to the policy terms, a refund cannot be issued.
 
 
Customer’s Statement of the Problem:The call ended and that's when we found out we paid our last $ for a list of apartment complexes in several areas for rent, even though we were specifically told NO complexes were part of their company.
 
Company Response:The web site that they went to (our web site) shows all properties in the county. The site allows clients to adjust the rent price and bedroom size to fit their needs and there is also a check box which will exclude all COMPLEX and BUILDING listed. Our guess is that perhaps she simp;ly didn’t read the area that states “CHECK HERE TO EXCLUDE COMPLEXES AND BUILDINGS AS DWELLING TYPES”
The option however is there. Whether a client chooses to use that option is up to them and out of our control obviously.
 
Customer’s Statement of the Problem:I checked their site 4 or so times only seeing the same stuff that I find online for free, no change, no mom and pop nothing.
 
Company Response:The clients did access the listings on April 10th, 11th & 24th. Then in May they accessed the listings on May 18th only. They did not access the listings at any other time.
The amount, of or type of property varies and for that reason, we have a90-day service. It is possible that there may have been few options that were within the area that they wanted, however, while we continually worked on their behalf obtaining new property information, they stopped looking after only 4 times.
 
 
Customer’s Statement of the Problem:The information give by some of these places was false.
 
Company Response:Nothing in our system is false.
 
 
Customer’s Statement of the Problem:I tried for months to get that money back, I FINALLY spoke to [redacted] a very rude manager that said I wasn't going to get my money back that that site was 40ppl helping be find a place but none of the information give was correct.
 
Company Response:On March 14th we received a call from Patty. We returned her call, and left a voicemail on her line.
On July 19th we received an email asking how to apply for a refund. A response was sent to her with instructions.
On July 23rd Patty called in again and spoke to a representative who stated that she would have someone from Customer Support call her back.
On the following day, July 27th our support staff called her and spoke with her. It was explained to her that she was not eligible for a refund simply because the refund terms were not followed. As stated earlier, “REFUNDS ARE ONLY ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE.”
Every time she called we either talked to her or returned her cal.
In the customer’s case, since she did not follow the terms of the agreement, she was not eligible for a refund and simply, we explained that to her.
 
 
 
Customer’s Statement of the Problem:I need my money back but most of all I don't want anyone else giving their last $ to a company that steals your money and gives you a list of free information.
Company Response:The customer is not qualified for a refund based solely on the terms contained in the signed contractual agreement. We do not “Steal” money. Rather, we explain our service and back that up with a written agreement viewed and accepted by the customers before any fees are charged. Very transparent and the opposite of what the customer infers.
Desired Settlement:                       I would desperately appreciate a refund, I was not given the right information and I don't have that money to just give away.
I was desperate to find a home for my family, my children, or else we would have to live in a homeless shelter.
We did move into the only place we could afford after pleading with the owners, we lost half our items and it was the most stressful experience.
We need help and we need something to work out for us.
We also do not want others in the same position to be taken advantage of also.
 
 
Company Response:While our goal is to help every customer, and of course we certainly do not want to see anyone in a homeless situation, but the reality is that we did not put the client in the position of losing their home. To our understanding, it was not even their fault.
Having said that, we produced information to them and for them up through 90-days. New properties were added and rented properties were deleted all the way through those 90-days.
The fact that they just decided not to look at what we discovered for them is also something out of our control, but certainly we cannot be held accountable in any reasonable persons view for them not finding a rental unit. We continually provided the information to them and for them, but they just didn’t use it.
That is not our fault.
Additionally, they are not qualified for a refund because of their own lack of action. The refund terms were given to them in writing and emailed to them. The refund terms were even explained to them over the phone on one occasion.
No person that come to our service are “Taken Advantage Of…” on any level.
This response has detailed the clarity and transparent nature of our service and the fact that this person knew our terms and decided not to follow them, even though it clearly would have benefitted them.
Typically in cases like this, we would offer to extend the service to clients in their position to assist them. This offer will not be extended to them. They have wholly misrepresented every detail of the operation of our system.
We have helped tens of thousands of tenants find great places over the years and we are a valuable and viable source to help people find places to live.
The fact that these people purchased the services and then decided to stop using it has no reflection on us.
The customer at this time, based solely on the agreed upon terms contained in the signed contractual agreement, is not eligible for a refund.

Please find this letter of response from Locators explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues.   Our customer purchased our services as defined in the signed contractual agreement as follows:...

“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON September 6, 2016 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” Please notice the underlined portion which specifically and emphatically (by underline) notates that the client is NOT purchasing the services to see properties that may or may not appear in advertisements.   Additionally to address this specific point, we put in a BOXED area in the middle of the contract that also speaks about advertised properties as follows:    BECAUSE OF ADVERTISING DEADLINES AND OR THE CONSTANT REVISION OF LI'S LISTINGS, PARTICULAR PROPERTIES THAT APPEARED IN ANY ADVERTISEMENTS MAY NOT APPEAR IN LI'S LISTINGS.  THEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIA. THEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSON. YOU MUST REFER TO YOUR CURRENT LISTINGS ONLY. This text is contained in a box to draw specific attention to it. Before any fees are collected, the client must read and agree to the terms and must electronically sign the contract which Mr. [redacted] did on June 8, 2016 at 1:51:43 PM thereby indicating to us his complete understanding and willingness to participate according to those terms.   Basically, the complaint of the customer is that no one in our company is willing to discuss properties that he saw online, and in fact we say in the contract that we will not discuss advertised properties.   The truth of what we say and said is that we have no way to track an advertised property once it is advertised simply because we do not put any type of tracking number or code in the ad. Therefore, because we cannot track the availability of an advertised property, we do not discuss advertised properties.   Rather (as stated in the contract and as was stated to the customer when she called our company on May 20th) we explain that clients must “…REFER TO YOUR CURRENT LISTINGS ONLY”   The problem is that our customer just didn’t like our answer or the printed terms he agreed to. Unfortunately, the reason we have those terms is as stated. We just can’t track a property once it becomes advertised.   We feel confident that if Mr. [redacted] continues to use the services that he paid for, the service will surely work. Because if it doesn’t, we offer a full refund policy to clients that do not move, which is also written very clearly in the signed contractual agreement.   However, as far as the complainant’s main complaint, we simply will not discuss advertised properties. We explain our services and if client CHOOSES to use the service, they are presented a copy of our service terms which they must agree to. If they do not agree to the terms, a fee is NEVER charged and services are not rendered.   No secret, we don’t track advertised properties so we don’t discuss them. We tell customers that right on the contract in a boxed area! As for a refund, we always hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund, providing of course that they have fulfilled the terms of the policy agreement.   In summary... The customer contacted our company. We have provided services exactly as described in our policy agreement. All issues were clearly disclosed in the customer’s signed agreement and the issues have been addressed with the customer over the telephone. We understand that he did not accept our answer, but it’s the only answer we have.

Customer’s Statement of the Problem: I paid for service that included new rental listing every day I never received new listing they were always the same   the receptionist I spoke too said after 90 days I could request my refund if I did not aquire a place to live. At the end on my 90 days...

I did not find a place to move . I mailed a letter requesting my refund of 185 dollars after almost two months I get a letter back stating I do not qualify for my refund.   Company response: The customer is correct in regards to the fact that we offer a full refund policy for clients that have used the service throughout the 90-days and have not moved.   The customer joined the service on February 24, 2017. The 90th day was May 25, 2017         Our refund policy indicates that refunds are not considered before the expiration of the 90th day and must be received by us no more than 2 weeks after that date, or in this case, we needed to receive the refund request before June 9th 2017.   We received her refund request on June 6th 2017.   The refund was processed and a letter was sent to her stating that she was not eligible stating the following reasons: Did not access the property database as requiredProof of address not provided Customer’s Statement of the Problem: Never un the contract was I informed of having to qualify to get my money back my contract stated that if I did not find a place I would be able to get my money back.   Company response: The signed contractual agreement actually spells out in very clear and exacting verbiage the terms of service including the entire refund procedure. Accordingly, because the customer was unable to complete the refund terms, a refund was denied based solely on the terms of the written and agreed to refund terms.     Customer’s desired settlement statement:                       I want no problems. I just want mt money that I was told that I would get back. This company needs to redo their contracts and further improve their customer service and contact information. It is very difficult to contact the locators refund department they never answer the phone and or arent available.  Company response: The refund terms are always followed exactly by our company. There is no need to redo our contract because the contract is fair and easy to understand with only 2 requirements for the refund.   At this time, based on the terms of the refund policy, a refund cannot be issued and a letter detailing the specific reasons was mailed to the customer on June 30th 2017.

I told the person who signed me up that I needed to find a place within 30 days.                  Probably true. Not relative or a complaint. They assured me that was fine and that I would be refunded if I did not.  We tell client that if they don’t move, we offer a full refund policy. That policy was given to her for her review. She understood the refund policy. We know this because she signed the agreement. The response states that I would have had to search for 90 days and not find a place for a refund.  She is correct: That is what the refund policy states. Clients must “Use the service” for 90-=days and not move. If they had told me that when I signed up I would not have given them the credit card #!                  We did tell her that. We told her that IN WRITING! They use the refund as a selling point and then make it impossible to get a refund.                  We do not make it impossible. We have terms that must be followed like ANY company. I would seriously doubt if they have ever given one!                  We give refunds to every client that qualifies. This is a huge scam.  The customer is scamming the Revdex.com trying to say she was never told about our refund policy and yet she was. She is trying to say that in hopes of getting money for it. That is the definietion of a scam. We are not a scam. We disclose every aspect of our service in writing before any fees are collected or services rendered. The customer read the terms and agreed to them. That is the opposite of a scam. I am an unemployed 61 yr old woman and they said that their lists were always up to date.  We have many employees that are 61 or over. Her age of employment status has nothing to do with the complaint. We did not ask about her age or employment status when she signed up. Could you imagine if we did? Does she think we should have turned her down because of her age or employment status? OMG! But now she wants to play that card? Who’s the scam? They advertise apartments for low rents and none of the apartments advertised are mysteriously ever available.  The customer did not pay for advertised properties. She paid for access to our database of rental property information. We disclose that fact in the first paragraph of our contract: “I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”   Can you help me get my money back?                 The customer is not qualified for a refund based on the signed contractual agreement.

Customer’s Statement of the Problem: They have taken my money over the phone for a 90 day contract and told me if I was unable to move through their services I would be refunded. Company Response: We do offer every client a full refund policy if they have not moved after using our services.  ...

Customer’s Statement of the Problem: After I gave my information, the receipt they sent me on the refund policy changed! Now they are refusing to refund my $185.00. after conducting more research, I found that they have scammed others out of money with promises of a refund and didn't honour it. I'm reporting this because they are located in another state entirely and using Craigslist to lure in their victims. Company Response: In no way does our policy change. We send every customer our refund policy in writing. Then… and only if, they review and sign the agreement, do we provide our services. So the customer received the policy terms. She reviewed them and did agree to them. In fact, if she didn’t agree to the terms and didn’t sign the agreement, she would never have used the services.   We always honor our refund terms because they are very clear and in writing. When any client qualifies for a refund, they receive a refund. If they do not qualify for a refund based solely on the terms of the refund policy, they will not receive a refund.   Insofar as a refund for this client, please note that on September 17, 2017, she called our office and told us that she in fact did move and said that she found a place on her own without using our services. We explained that our refund policy states in writing, that “we offer a full money back guarantee if clients have not moved into a satisfactory rental unit within the first 90-days.” This means refunds are only issued (Which again is clearly outlined in the refund terms of 1 paragraph) if a client uses the services throughout the entire 90-day term and have not moved.   So she was told that Firstly, she stated she moved. Therefore a refund is not possible. Secondly, her 90-day term expires on December 10, 2017 and therefore she would not be eligible for a refund until that date, but as stated, firstly, she told us she moved and only clients that have not moved are eligible for a refund. So she was told that since she moved and it was not after the 90-day term, she was not eligible for a refund. When we told her this, she said we were a scam and hung up.   We are not anything like a scam because we divulge our entire policy to clients before any fees are finalized. This customer knew the terms and though she was clearly not qualified for a refund, she tried to get one anyway. Then when she was told she was not qualified, now were a scam. She was unable to follow the terms which surely does not make us the scammer.   Desired Settlement:                        I would love to get my money back if possible and I think that more cases should be investigated about Locator. Company Response: Based solely on the written terms contained in the signed contractual agreement which were disclosed to the client before any fees were finalized or before any services were provided, the client is not qualified for a refund at this time.

Below is the response from Locators explaining "our side" of the complaint which is being filed by [redacted]. Customer’s Statement of the Problem: This rental service is a scam. I paid money for them to help me find somewhere to move. If they do not help within 90 days they are supposed to...

give you a refund. They did not follow through with their service and I have had numerous problems with them. The person in charge was very rude and unprofessional. He told me he did not care about my problem and he will not refund me my money Company response: On February 28, 2016, the customer signed up for our service. As for all clients, we offer a full refund policy to clients that have not moved during those 90-days. The 90-days for this client will expire on May 28, 2016. She will have 15 days after that date to submit a request for a refund which must be before June 12, 2016. On April 28, Ms. [redacted] contacted our office 3 times to inquire about a refund. She was told that there were several issues. Firstly, the service term had not yet expired. She said she decided not to move. We then explained to her that secondly, she had not obtained the property information as described in the detailed refund explanation and therefore would not qualify for a refund. On the fourth time she called that day, she spoke with a manager who also told her she had not qualified for a refund per the terms of the signed customer agreement, but since she was still looking for a place and had not moved, perhaps she should continue to use our services to help her. The notes said, “She seemed ok.”  The notes were obviously wrong. Our company offers each client in writing a full refund policy. Simply, if clients have not moved within the 90-days and have used our services as required, then we offer a refund. Refunds however or only issues pursuant to those terms. Unfortunately, though Ms. [redacted] does not appreciate that policy, she was made aware of it and did understand because she read over the agreement before she signed or paid for it and further, we also showed her a full page explanation regarding the refund policy and a phone number to call that explains the policy in GREAT SPECIFIC detail. In other words, we do everything to let clients know about our refund policy. In this case, she simply does not qualify for a refund based on the terms of the client agreement. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In summary... The customer contacted our company. We have provided services exactly as described in our policy agreement. The customer is not qualified for a refund at this time.

Customer’s Statement of the Problem:  My husband and I signed a contract with Locators that for 185 dollars we would use their exclusive services and within 90 days, if we didn't find a rental property , we would get our money back.   Company response: We offered our services, which they...

accepted by signing a contractual agreement which gave them all terms and conditions in writing before any fees were accepted and also included our full refund policy which detailed in extreme clarity, our refund policy.   Customer’s Statement of the Problem: However, multiple times we have contacted their posted advertising on Craigslist when we see a house we like, and they say it's not available anymore if it doesn't show up on their list.   Company response: Our contract as well as 2 other places including a full page explanation about advertisements was also given to them.   Customer’s Statement of the Problem: But on their list, they NEVER HAVE the posted houses, and we've been looking for months, and no homes meet our location, price, and space requirements, which means that we can't find a home we like. This is despite the fact that they continually post ads for houses meeting all our needs on Craigslist, even on the same day, and they are not on their "exclusive list".   Company response: Our contract as well as 2 other places including a full page explanation about advertisements was also given to them.   Customer’s Statement of the Problem: Today we called and said we want our money back because we are dissatsfied. They refused based on the fact that they say we need to have printed out three times a week every week for the desired period, their listing.   Company response: The customer is correct in this matter. As earlier stated, we offered our services, which they accepted by signing a contractual agreement which gave them all terms and conditions in writing before any fees were accepted and also included our full refund policy which detailed in extreme clarity, our refund policy.   We look on the online list, but we don't print them out! That would be a waste of paper, especially given the fact that none of the homes meet our needs. We even called a few homes we could not afford, because they suggested we try to negotiate with listers, only to be told by the listers they have never heard of Locators and don't know what we're talking about. Company response: The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.   Customer’s Statement of the Problem: We are frustrated and this is obviously a scam, as the exact same bait and switch ads appear on Craigslist under many numbers, and when you call, they tell you have to sign with Locators. I have done that several times now, only to be told, once I say "Great, I am already a member" that they can't help me. Today my husband called and they refused to let him speak to anyone higher than the person he was speaking to.   Company response: We understand the frustration, but honestly, we disclosed each point to them in writing before we collected any fees from them.   Customer’s Statement of the Problem: We do not have three print outs a week- we have however looked on the online listing multiple times a week, We have called the office.   Company response: The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.     Customer’s Statement of the Problem: We have called the ad numbers posted, only to be told to look at the list, which has nothing on it, even if posted the same day.   Company response: Also, this is true. We state that in a boxed area in the middle of the signed contractual agreement, in the bottom of another page and a full page is dedicated to that issue for each client including them. We simply do not discuss advertised properties. As it states in the very first line of the agreement: “I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”     Customer’s Statement of the Problem: They have broken their promises and mislead us. We are disappointed and we want our refund.   Company response: The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.      Desired Settlement:                        We just want our $185.00 back. They didn't provide the service they said they would, they have been rude and unhelpful, and while it is not a complete scam, it's full of scam-like elements such as faulty advertising, run around call center, and bait and switch marketing. We don't have 3 print outs per week, but in this day and age of looking on mobile devices and websurfing, it makes no sense to print out pages that have no valuable information.     Company response: Actually, based on the written policy, (which is not fine print, or lengthy and is written in plain English entirely visible on one page without scrolling and can be printed out and is also emailed to the client) we provided the services EXACTLY AS DESCRIBED to this and every client.   This is not a scam. It is the opposite of a scam. At NO TIME, could a customer ever think that they would get a property from an advertisements, because we never ever say they will from a conversation and in writing, before anyone ever receives our services or before we ever receive funds for service, we disclose very plainly that the purpose of our service is simply to allow access to our database of rental properties.   In this case (and every client case) if the customer follows the terms of service and uses our services as described, firstly, we believe they will be successful and find a rental, but if they don’t, then as stated, we offer a full refund policy. Additionally, the following statement also appears in the contractual agreement: “LOCATORS MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN. THERE ARE NO CANCELLATIONS. NO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND. I AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”   In this case, the customer is not eligible for a refund at this time.

To whom it may concern, Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues. Customer’s Statement of the Problem: I submitted every piece of...

documentation needed for a full refund. It was sent via certified mail. The company sent me a letter indicating that they did not receive listings "3 days per week" for the 90 day contract period. I printed and submitted the listings three times per week, with all of the other necessary documentation and they refuse to give me a refund. Desired Settlement:                       I would like a refund as stated in my contract. Our Response: Unfortunately, this is simply a technical issue. Our refund policy states that clients must do precisely as directed in order to obtain a refund. In this case; The customer did submit her refund request in writing.The customer did submit her refund timely.The customer did submit prof of address (She did not move)The customer did NOT obtain the property listings 3 days per calendar weekThe customer did NOT return the printed listings as required. Specifically, she did not log into the web site to obtain the listings 3-days per calendar week during the weeks of February 7th through the 13th and February 14th through 20th. In those two weeks, she received less than the required listings. Additionally, with regard to returning the listings as required, though the customer did return most of the printed listings however there were some that were not returned. In addition to not returning the ones mentioned above in February, (because she did not obtain them) she also did not return listings from the weeks of December 13th through the 19th and December 20th through December 26th. As mentioned, this is simply a technical issue and that is why a refund was not issued. A letter was sent to the customer stating that she was not eligible for a refund because the listings were not obtained by her and all of the required listings were not received by us. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In summary... The customer is ineligible for a refund at this time.

The rejection form the customer was "I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below." We have outlined the customers issues and responded to each and every aspect detailing our answers clearly.   It is difficult if not impossible to reply to “…it does not resolve my complaint.” Accordingly, because we offered such a detailed response, we will reinforce our original response which is simply reproduced for review. Until such time as we know what was unsatisfactory regarding our response, we have no other possible response and we ask that the complaint be regarded as resolved.         Customer’s Statement of the Problem: I am currently looking to move due to unforeseen emergency issues and seen a house for rent on Craigslist that sounded great. I called the number and got Locators. Thinking this might be a good chance to find the perfect location, because the man I spoke with stated these were privet landlords. Again thinking this would be a great opportunity to find places that were not listed on Zillow and Trulia, as he stated. Company’s Response: The customer did contact our company to inquire about our services. They were explained to her and she decided to register. She states that she was told that the landlords that list with us could not be found on Zillow or Trulia, but that statement is wholly untrue. Such a statement never was made by anyone from our company.   Customer’s Statement of the Problem: He asked me for my credit card information and before I even did the electronic signature I was charged!!! Company’s Response: The customer is NEVER charged before they read and agree to the contractual agreement. We place an authorization on the card and present the person with our agreement containing the terms of use including the purpose of our service as well as the refund and cancellation clauses. No fees are ever collect if the customer does not agree to those terms. If they never sign and agree, the services are not provided and the fees are never collected form our company. To be clear, the customer stated that she was charged before the electronic signature, but that statement is false.   Customer’s Statement of the Problem: I received my "policy number" and the list of places showed up. Every single place on this is is available on other sights!! Why am I paying for a list of places that can be seen elsewhere!!? They also lied about this, I think they find listings and create false information. Company’s Response: The customer logged into the web site using her policy number and viewed the listings. She did so on ONLY THE FIRST DAY AND NEVER AGAIN. She had a self-induced expectation that the properties she would see were exclusive listings not found elsewhere, but we never set such an expectation.   Customer’s Statement of the Problem: As a matter fact I spoke with a Landlord a few days ago who is a realtor, this is listed for rent only on the realtor company she works for. But that same address is listed on here as well. Company’s Response: Our company has listings form many people and landlords which includes realtors. Many times, the broker will allow all the listings they have to be listed through our company. (Why wouldn’t they? We send clients directly to them, so we are a valuable lead source for all realtors.) Whether a realtor knew that the broker listed with us or not, is not a concern. Though we are disappointed that a licensed Realtor would say such a thing is extraordinarily unusual and may not have happened at all. Having said that however, they were able to reach the landlord through our services, and only on the first day! The property was good enough and met all their criteria enough for them to call and successfully talk to the landlord. We did our job, by connecting them to each other.   Customer’s Statement of the Problem: I have attempted to make several calls right after to speak with someone and they have the calls screened!! You will not speak with anyone! You will leave a message and no one will get back with you! Company’s Response: We have no understanding of what the complainant means by screening calls. We have no way to “screen” any call. Customers call in and they push 1,2, or 3 or dial an extension. There is no screening done. On August 7th she called our offices and spoke with a representative. She said she was lied to by our representative and said everything in our listings she already viewed. She said she would not wait 90-days for a refund and the call was transferred to our Customer Support Department. Then the following sat August 8th She again called in and spoke to our Customer Support Manager and told us that she was going to contact her” attorney and other agencies” The statement that “You will not speak with anyone! You will leave a message and no one will get back with you!” is simply not true or accurate. We spoke with her each day she called.   Customer’s Statement of the Problem: I want my $186 back I need it to move by the end of this month!! They are stealing money from someone who was unprepared to have to move and was not evicted!! The place I have live over 11 years was sold and the new buyer wants the 2 units for his family.   Company’s Response: While our goal is to help every customer, and of course we certainly do not want to see anyone in a homeless situation, but the reality is that we did not put the client in the position of losing their home. To our understanding, it was not even their fault either. New properties can be added and rented properties are deleted as soon as we are made aware throughout the 90-day term.   Desired Settlement:                       I want my money back! I also would like to see some sort of prosecution done to this company for lying and giving false information. Also for authorizing a payment without a signature first to the agreement of terms.  Company’s Response: At this time, the customer is not eligible for a refund as stated in the refund policy which was read and agreed to by the customer because refunds are only issued to eligible customers after the 90-day service and not before. As for prosecution, there is nothing to prosecute. No one lied and no false information was given.   Tell us why here...

Customer statement: I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am appalled at the lack of respect and concern you have for your customers.   Company response: Were sorry. That was not our goal. Our goal is customer satisfaction and we respect each customer and are concerned with their success. If we failed you in that regard and you feel this way, we apologize.   Customer statement: I sent the email on April 11th, yes-- and NO ONE got back to me regarding it. I had to follow up a week later when I STILL hadn't heard back. That was when I spoke to Megan AGAIN (and she claimed I had not sent anything) upon checking the email, she then admitted that it had been received. This is sloppy on your part. I said I would send the email with the faulty listings, and YOU failed to follow through.   Company response: We did follow through and we did speak with landlords and we made any necessary adjustments. Thank you for bringing the issue to our attention.   Customer statement: I feel like you are close-minded and SO CERTAIN of your abilities as a business (very sub-standard, by the way) that you feel you don't need to address customer concerns and immediately shut them down. Your "customers are always wrong" attitude is disgraceful. I have NEVER had such an issue with ANY business dealing in my life.   Company response: Well, honestly, this is a feeling that you have and not so much a complaint, and certainly we cannot control any person’s feelings. We’re disappointed that we somehow made you feel this way, but we do strive for complete customer satisfaction, knowing of course that 100% happiness is not possible, but we do address and try to resolve each customers concern. As mentioned, this issue brought to our attention was reviewed, addressed and resolved by making all necessary adjustments in our database.   Customer statement: I will absolutely be filing for a FULL refund in July. I am warning everyone I know about your horrendous piece of wreckage that you call a business.   Company response: We offer each customer a written refund policy. All refunds are addressed solely based solely on the terms of that policy. Qualified clients that apply for a refund, get a refund. If clients are not qualified based again, solely on the terms of the refund policy, then a refund cannot be issued. Feel free to submit your refund request and it will be addressed promptly.   Customer statement: You lie, cheat, and treat customers with absolutely no regard. Company response: Not true. This is just your feeling.   Customer statement: I'm not the only one who thinks so, either. Every single person I've spoken to (including parents at my job who are looking for places to rent) have also told me about what a terrible company you are. It's my own stupidity for thinking you'd be something legit. This complaint has not been resolved, and I will absolutely go public with this.   Company response: The issue that the customer brought to our attention was information felt to be erroneous. The information was addressed and handled. The rest of this complaint simply deals with the feeling of the customer. The fact is that the customer feels upset because the timeliness of the way we resolved the issue. Rest assured the issue was in fact resolved. As mentioned in the initial response, one of the landlords was actually resolved BEFORE the email was sent or before the customer contacted us!   The complaint has been resolved and there is no need to “Go Public” with anything. The only thing that can be said is that you felt that we should have fixed the issue immediately to your desire rather than have you follow up with a property that you already reported.   All issues were resolved. There is and was no wrong doing on the part of the company. Services were provided exactly as described and issues brought o our attention WERE ADDRESSED AND RESOLVED IN FULL.

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. 
Regards,
[redacted]

Customer’s Statement of the Problem: I called Apartment Locators after an ad for a property was listed in Craigslist. I had seen multiple promising properties on Craigslist that listed apartment Locators as the contact. The first time I called I asked what services they provide. They said they...

would run a credit check ONCE then Landloard's could look at it if needed. Sounded convincing. So I called back, this time I agreed to pay them $180 to use their service. When I asked this time about running my credit report they said, " oh no we don't do this. The person who told you that must have been new."   Then I asked about the property I saw on Craigslist that had their phone # to call for the apartment. They said, " we don't have anyway of identifying the properties listed on Craigslist." So I spoke with a manager and told him. He was looking for his words and couldn't explain why I couldn't find a property listed with their contact on Craigslist. Not only this but he literally yelled and was demeaning on the phone. Im positive that property doesn't exist, it's a marketing ploy to get you to sign on because they won't give you their "rental list" unless you pay first. A Realtor told me they basically pull all of their info from rental sites and list it on there page. They page looks like an excel spreadsheet, no photos only codes. This makes me sick to my stomach that a company like this even exists. They will not give you you $ back until 90 days. I want my $180 back immediately and I'll fight until I get it back. They need to be shut down! Company Response to the Issue: Ms. [redacted] states that we told her that our company would run one credit check so no other landlords would, which is a complete fabrication. The conversation was never had. We do not run credit checks. We do not ask for Social Security numbers and we do not run credit checks for any persons for any reason. The conversation never happened.   I spoke to Ms. [redacted] on a recorded line and she told me that she was in her lawyers office and the lawyer said she could cancel, and I told her that we only offer our refund after 90-days, but we do not have any cancellations.   Further, she said that the FIRST person she called FROM OUR LISTING was a realtor and the realtor told her to come to her office and work with her. That was her complaint. I explained that the fact that she got the persons number from us, indicated that she found a satisfactory property from our service and that she needed to work with that landlord to secure a lease meaning our service was awesome because she found a place on the first day! I told her she was actually a success story.     The notes from my conversation are as follows: Customer called and said that the first person she called said not to use us and that she should come into HER office and use HER and she would help. (This was a realtor apparently)   The customer demanded a refund and said she was in her lawyer’s office and the lawyer said in PA she has 3-days to rescind a contract and get her money back.   I told her that her lawyer does not know the law and her lawyer was wrong and gave her bad advice.   She then said she does not want to use us. I told her we only offer refunds after 90-days She said all you do is grab stuff from web sites and put it in your so called database.   So I said, no… as a matter of fact, the problem is, we pay people money to go through every site, paper, journal, online site, everything to get as many properties as we can to give you the best options. The problem is however, that we don’t FORCE the landlords or tell them they can NEVER EVER list their property anywhere else. Were a free service to all landlords; so yes, they may list somewhere else. The good news however, is that because we do that, now you don’t have to!!! Plus, we do have properties that you may never find anywhere else! Which is a great thing.   She kept just saying “I don’t want to use the service because this landlord said bad things about you.” I said: Two things, 1) Give me the phone number of the landlord and I will contact them. If they truly don’t want to have our obviously qualified clients call them to rent from them, we’ll be more than happy to remove their properties from our system. Why would we want them to speak lies about our company? She said I couldn’t drop down to that level to tell you. So I said, what do you mean? She said I have a moral issue giving you her number.   I SAID DON’T TELL ME YOU HAVE ANY MORAL ISSUE WHEN YOU’RE ALLOWING THIS PERSON TO SPREAD LIES ABOUT OUR COMPANY. THAT WON’T FLY WITH ME AT ALL. THAT IS THE OPPOSITE OF MORALS. IN FACT, YOU ARE HELPING THIS PERSON SPREAD LIES ABOUT OUR COMPANY, SO DON’T SAY YOU HAVE MORALS IF YOU DON’T GIVE ME HER NUMBER.   She said again that she doesn’t want to use us. I said WHY? We WORKED FOR YOU! I mean after all, you found this landlord through OUR SERVICE, you didn’t find them somewhere else, you liked the property enough to call the landlord, you set an appointment to go and meet with her (although she will receive a commission from the landlord and may try to upsell you so be careful) and this… This… all on the first day. I’d say you were a success story.   She again said she wanted her money back now, but said "What do I have to do to get my money back?”   I said, we put everything in writing in our contract, just review that, it was emailed to you after you read it, agreed to the terms and signed it.   Insofar as morals, this is one public yelp review of the place where she works at [redacted] retirement home: [redacted] “Worst place ever. Only go there if you are sending your loved one to die. Mother was healthy when she went there but needed some rehab after a fall. Went in on Friday and Sunday we rushed her to the hospital because they had OD'd her on pain pills. She was practically comatose and the doctor called in a reduction of meds only after we freaked out on her. Staff is too busy talking amongst themselves to bother with the patients. Only a few people there that care but they are not the caretakers. Run don't walk from this place. I would give a 0 but one star is the lowest.”   The response to this customer is that she reported erroneously that we perform a credit check. We do not. Her statement is false. She lied.   Further, she claims that I was demeaning to her which also is not true. She asked about advertised properties and I explained to her that we write about that in 3 separate places in our documentation that she was required to read. I explained that when we place an advertisement we do not put a tracking number in the ad and therefore have no way to tell whether the property in question will or may not be in her listings.   I told her that 3 separate times in writing we explained that we instruct clients to only rely on the listings from our service and not by what was advertised because as we speak, properties get rented and properties get added in real time and craigslist cannot keep up with that the way our property database can. The bottom line I explained was that there was no way to tell her whether a property advertised in craigslist would be in her listings.   Additionally, when she told me that the landlord she wanted to rent from (The landlord she obtained contact info through our service) phone number, she refused.   This customer paid for our service. As stated in the signed contractual agreement that she enclosed with this complaint: “…I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”   She used our service; found a landlord she liked, and probably rented a property. We successfully performed our service as described.   A refund is contrary to the terms of the signed contractual agreement and accordingly, cannot happen at this time. ALL refunds are issued solely based on the terms contained in the agreement.

Customer’s Statement of the Problem: I began to look for properties on Craigslist, and found that EVERY single one of them that I clicked on had a different number-- and they were ALL linked to the SAME company-- a scam called "Locators".   Company’s Response: True, we have many telephone...

numbers. Many companies do. We are not a scam.   Customer’s Statement of the Problem: Initially, I was annoyed-- I'd rather just deal with the landlords directly, I'm not a fan of the idea of going through a third party-- but after calling the SAME company 20+ times, I just got tired of it and decided to try it out.   It's a hefty price- $185, but they ASSURED me that "" and that they have these properties marked with a "$" on their listings, so you can know which properties have this deal.   Company’s Response: Never did anyone say “the majority of our landlords will take the price out of the first months rent” We do however say we let you know which do by seeing that code.   Customer’s Statement of the Problem: All in all, this sounded like it would not be such a bad thing- they assured me that investing in their business would mean less hassle for me, they'd have all of the CORRECT info, everything is "up to date" and would be organized and easy for me to manage. Little did I know what I was getting into.   Company’s Response: The employee said that we update our database in real time, meaning when a landlord tells us they have a property or they become rented, we reflect that data in real time giving clients real time access. With every property we include the date of availability.   Customer’s Statement of the Problem: 1. The info is NOT correct and up to date! I called a TON of the listings-- the majority of them never answer or return calls, and the ones that I did speak to were completely fruitless-- one of them even sounded completely surprised and told me her apartment was NEVER for rent! That made me start to realize that this was a scam-- WHERE were they getting this information from?!   Company’s Response: As far as landlords not calling this person back, unfortunately, that may have happened. Certainly we cannot be held responsible if a landlord does not return a phone call or email. We wish that never happened, but it does.   If a property listed with our company, has the wrong information and we find out, we correct the information as soon as we know. Our contract states: “ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.” As for where we get information, that is also written in our contract very clearly. We get information from numerous public and private methods. Our job after all, is to get the tenant in front of as many landlords as possible. Additionally, we do not “contract” with landlords. If a landlord chooses to place their listing with us, there is nothing precluding them from ALSO listing it in any other place they deem necessary. We are a free service for all landlords.   To address this issue however, on April 10th the customer called and spoke to [redacted] with 3 separate numbers that she said were “rented.” She said she would email the information when she got home.   We received an email from Ms. [redacted] with the information on the properties. She sent the email on the 11th but we didn’t get the email until a few days later. On the first property, we contacted the landlord and the landlord told us that yes, in fact the property had been “recently” rented. So that property was removed from our system. As for the other properties, they had both been marked as rented exactly 20 minutes BEFORE the email was sent, regardless of when we received her email. That is us, doing our job, marking properties as rented “As soon as we find out their rented.”   So [redacted] did her job in taking the information and addressing the issue to completion.     Customer’s Statement of the Problem: I then started googling some of their other property listings-- all of them were listed FOR FREE on places like Craigslist and other websites! What a rip-off. 2.   Company’s Response: This issues was answered above. That however does not make us a scam. In fact, most of the rentals found in the public internet on larger sites actually tell you that the listing they have is not theirs, but that they obtained it from other sources. The fact that a landlord ALSO chooses to place their listing in ANY other source in NO WAY MAKES OUR COMPANY A RIP OFF, and to say so is malicious and wrong.     Customer’s Statement of the Problem: There are NO properties in ANY of the HUNDREDS that I have seen listed that have the "$" sign next to it-- meaning that NONE of these properties offer the discounted $185 from the first month's rent. Aka, all of the agents who I spoke to from Locators blatantly lied when they claimed that "majority of their landlords" have this agreement with them.   Company’s Response: Well… Again, we never claim that a “majority of the landlords” participate in that program as it is strictly a voluntary program. The number can vary from day to day.   Customer’s Statement of the Problem: Just to clarify, I also spoke to one of the landlords on the phone-- and he had no idea what I was even talking about when I mentioned if he gives a discounted rate for the first month if you go through Locators and pay their $185 fee.   Company’s Response: Again, the landlords that participate in the rent reduction reward program are doing so voluntarily and are marked with a code. Ms. [redacted] stated that NON had that code, so of course if she asked a landlord if they participated they would have “No idea…” it goes without saying. This statement is some attempt to make us look bad, but she asked ONE landlord and we never said that landlord participated in the program so of course he didn’t know anything about it. That’s common sense.   Customer’s Statement of the Problem: 3. Customer Service-- their customer service is HORRENDOUS. First of all, I think they keep your number on file-- they KNOW if you are a returning customer and are calling to complain-- it rings and rings and rings and goes straight to voicemail, where you leave multiple messages and no one EVER calls you back. Finally, you realize something-- if you dial the number for "landlords", someone DOES pick up!   Company’s Response: If our Customer Support Representatives are on calls, then they may not be able to answer. Hence voicemail. The vast majority of people in the property service department that deals with landlords are making outbound calls to landlord and are much more apt to be able to answer an incoming call because they are on shorter calls and there are MANY more people in that department.   Customer’s Statement of the Problem: So I finally started calling there, and at least got to speak to a human being! Most of the time, they'd assure me they'd get me to the "right place"...aka transferring me to the "customer service line" where it rang and rang and asked me to leave ANOTHER voicemail. Finally, I demanded to speak to the supervisor, someone named [redacted], who was incredibly unhelpful. I explained to her the severity of the situation-- I'd spent FOUR HOURS in the morning on 4/10/17 checking out their property listings, combing through and eliminating the ones I didn't think would be a good fit, then sorting them and calling the landlords-- each one of them to be more disappointing than the next.   No longer available, no longer available, no longer available, no longer available, was never even on the market...WHAT!? Why did I just waste half of my day going through this headache and hassle and pay $185 for it!? I would have been far better off just sticking to searching for listings MYSELF because then at least it I'd know they'd be more reliable!   She was COMPLETELY unapologetic-- her tone of voice suggested I was lying or making this up, and she even told me she "doubted" that this happened-- she wanted me to send her the listings over email. GLADLY! I went home that night and sorted through the ones I had remembered were duds-- there were a bunch more but honestly after 4 hours, everything was a blur. I sent her the three I definitely knew were no-gos.   That was a week ago...no response. I called them today, again left numerous messages. Finally called back via the "Landlords" line and demanded to speak to [redacted]. She then claimed that I couldn't have possibly sent the email to them-- Locators doesn't "have" email for customers???   I then informed her that I had done EXACTLY as she had advised me a week ago- I had replied to the email that THEY had sent me, the one labeled "Customer Service" and so then she decided to finally go and check that-- sure enough, there was my email, from a week prior (4/11), CLEARLY listing all the properties I'd had issues with. I then demanded my money back—   Company’s Response: As stated earlier, we received her email and a person in our property service department had already marked the properties as rented BEFORE the email was sent. So the email was marked as read and [redacted] was unaware that the email was received. When [redacted] went back, she saw the email and also noted that the issue had already been addressed and the properties were already marked as rented.     Customer’s Statement of the Problem: I refuse to continue on with their HIGHLY unsatisfactory services, not only is it a waste of MY time and money, but it is a bigger issue going through with them than just doing it on my own! Shouldn't it be the other way around!?   Anyhow, [redacted] then told me that they don't "do refunds" (as in, they're SO confident that their service is satisfactory, that no one will have complaints and will request a refund?) they make you wait THREE MONTHS for a refund at the end of their "service".   Company’s Response: The refund policy does require 90-days of participation according to the terms in the signed contractual agreement.   Customer’s Statement of the Problem: Here's my question-- I need to find an apartment by May 1st. I'm looking on CL and local listings and doing it by myself at this point and having far greater success (while working 2 jobs and volunteering)-- why does this "business" that charges $185 just to list properties that are UNRELIABLE and can be found on GOOGLE get to justify that they have until JULY for you to find an apartment? It is a scam.   Company’s Response: Not a scam. Our service is a 90-day service and Ms. [redacted] knew the expiration date and the terms of use when she signed up and began using the services. She joined our service on April 10th 2017. The 90th day will be July 9th 2017. That is printed at the top of her contract.     Customer’s Statement of the Problem: They probably figure most people who WOULD have complaints or issues would just forget and give up on ever getting their $185 back since it is so far away.   Not me. I will be getting EVERY penny back. And I will be reporting them for fraud (they are NOT what they say they are!), TERRIBLE customer service ([redacted], if you're reading this, I don't know how you got to be a supervisor, your dealings with me were insulting, and you did NOTHING to remedy this situation-- I could just tell you were just waiting for me to get off the phone and had NO intention of fixing any of this. Which is true, since you never actually looked into ANY of these issues.) I hope that by reporting them to the Revdex.com, other people will see this bad rating for Locators and will be forewarned-- Locators is a GIANT SCAM!! Don't pay them a PENNY!   Company’s Response: Actually, when information was reported to us as potentially erroneous, the issues were corrected. In 1 of three, it was corrected immediately after the customer informed us. In the other 2 instances, the issues were corrected proactively, before she informed us. So, customer service addressed the customers issues, resolved the problem timely as they should. [redacted], did her job.   As for landlords not calling her… it could happen. We don’t understand why, but it can happen. Landlords are just people too. I’d be willing to bet (since she said some properties were listed on craigslist) Ms. [redacted] didn’t file a complaint against them for the exact same issue.   Our job was completed because she contacted the landlord. That’s what she paid us for. To obtain information on rental properties. It sucks a landlord chose not to talk to her, but that can’t be something she wants our company to take responsibility for. We cannot.   Refunds are only and solely issued pursuant to the terms contained in the signed contractual agreement. We never deviate from them for any reason. When a person qualifies for a refund they get one. If they don’t, they don’t get one.