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.
I told the person who signed me up that I needed to find a place within 30 days. They assured me that was fine and that I would be refunded if I did not. The response states that I would have had to search for 90 days and not find a place for a refund. If they had told me that when I signed up I would not have given them the credit card #! They use the refund as a selling point and then make it impossible to get a refund. I would seriously doubt if they have ever given one! This is a huge scam. I am an unemployed 61 yr old woman and they said that their lists were always up to date. They advertise apartments for low rents and none of the apartments advertised are mysteriously ever available. Can you help me get my money back?
Regards,
To whom it may concern, The customer obtained our service to assist him in finding a residential rental property. The purpose of our service is to provide information on rental properties within a given search criteria for the customer to use and contact landlords. Whenever we register a customer,...
we present them with a written explanation of our services. This customer called us many times stating that once he logged into our web site, he could not determine if the property he saw on craigslist was included in his individual search results. We explain to him that he didn’t register to get one particular property, but rather for access to our database of information. He was never told that the property he called about was available or that it would appear in his particular search results because the rental market changes rapidly. In fact, we state the following in our written contract which was given to the customer which he read, agreed to and signed on April 11, 2016: “…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.” Also, we have in a boxed area in the middle of our contract the following which pertains to advertisements: “BECAUSE OF CONSTANT PROPERTY UPDATES, ANY ADVERTISED PROPERTY MAY OR MAY NOT APPEAR IN YOUR LISTINGS. PROPERTIES MAY HAVE BECOME RENTED, REMOVED OR THEY JUST DON’T MATCH YOUR CRITERIA. THERE IS ABSOLUTELY NO WAY FOR US TO TRACK WHETHER AN ADVERTISED PROPERTY IS AVAILABLE IN OUR SYSTEM REGARDLESS OF WHEN IT WAS ADVERTISED. WE WILL NOT DISCUSS ANY ADVERTISED PROPERTY. RATHER, YOU MUST RELY ON YOUR CURRENT LISTINGS ONLY.” So, while the customer makes a complaint of “The Company lured me in with deceptive and fraudulent advertising.” The customer is not accurate because we never “Lured” him. He called us and we explained our services to him over the phone. We then sent him a written ONE PAGE, plain English agreement which he read, agreed to and then did affix his signature thereupon. The problem isn’t that he was lured into using our service, the problem is he feels that he was. The reality is that he was not. Unfortunately, we can only deal in reality. Complaints however can be filed for any reason whether they are based in reality or not. We disclosed everything and when he called to ask questions, every question was answered. Obviously not to his satisfaction, but we do not change the way we run our business, so we simply explained our services to him again. Several times. Mr. [redacted] however just didn’t want to hear our explanation. He only wanted to hear what he wanted to hear. It is clear that we will not be able to make this customer “happy” without a full refund, but as stated in the signed contractual agreement, refunds are only issued subject to the written refund policy. We did everything we could to assist the customer, but as stated, refunds are only issued subject to the full terms contained in the signed contractual 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 contract. In summary... The customer contacted our company. The customer did not register for a particular property as it states clearly in the contract. Furthermore, the services were provided exactly as described in the contract.
Subject: Complaint by Ms. [redacted] Our Ref # [redacted] Case # [redacted] In reply...
to: Your ORIGINAL letter dated 09/15/2015 To whom it may concern, Enclosed you will find a letter of response from Locators explaining "our side" of the complaint which is being filed by Ms. [redacted]. Below, please find a detailed response to the complainant’s issues. Customer Complaint: He (company rep) assured me I would find what I wanted and needed. however that was not the situation. every house that suited my needs was in the city and I adv him I did not want that due to the school district. Company reply: In the discussion had with every client, we query down the search criterion to the County(s) desired, the minimum number of bedrooms needed and the target price by a $1,000.00 range. We then show all the properties sorted by area alphabetically for the choice of the customer. In Ms. [redacted]’s case, we showed her ALL the rental properties in our system that we within the Berks & Chester County areas in Pennsylvania ONLY, but showed only those which had a minimum of 3 bedrooms or larger (so nothing smaller than a 3 bedroom property) and providing than only those between $500.00 to $1,500.00 rent range were shown. At that point, the choices of which of those properties to contact is left up to the customer. The number, quality and geographic area that a particular property is in is dynamic in nature as it reflects the real time rental market and therefore changes often whenever a rental becomes available or becomes rented. The contract that the customer read, reviewed agreed to and signed contains the query specifics at the very top of the document and the first sentence in the first paragraph explains the nature of our service and the exact services we provide as follows: “THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON April 6, 2015 AND IS TO BE USED EXCLUSIVELY BY ME. 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.” This is exactly what service we provided. To be clear and specific; we do NOT sort by school district, but rather show all properties within the search parameters and allow the customer to choose whatever property is available that they like, if any. It is always the customer choice and whether or not any property in any area appears is at the rental market discretion. We can never determine how many, where or what quality of a property will appear in the future. Our service is to provide access to our database of rental properties for a 90-day term. If customers have not moved after using the services as described in the signed contractual agreement, we offer a full refund policy in writing. Ms. [redacted] actually only obtained the property listings on April 6th, 7th, 8th, 9th, 10th, 13th, 15th, 21st, May 6th and then finally on June 2nd, 2015. Basically she looked 8 times in April, once in May and once in June. We were doing our job of adding and deleting properties throughout the entire 90-day term. Properties may have been added or deleted, but during the times of inactivity the customer would have missed anything that became available. We do not contact customers when properties become available, but rather allow them unrestricted access throughout the 90-day term. Customer Complaint: the company then kept posting ads on craigslist for homes that were not on the search list at the same time. I was told after 90 days I could req a refund if I was unable to find anything with my needs and I needed to do so by fax. after my 90 days I req the refund via fax and 3 weeks later I have heard nothing. I have been calling this dept for 2 weeks to see what is going on and everyday I am unable to get through to a rep it places me on a hold to wait for a few min and then states they are busy or closed. Company reply: In the signed contractual agreement, the advertising and refund policy is clearly explained. That is we offer a full money back guaranteed if clients have not moved during the 90-day term. Refunds are only accepted AFTER the 90-day term. We also give customers 2 full weeks after that 90-day term with which to request a refund. Additionally, to obtain a refund, customers are required to obtain the listings throughout the 90-day term. As stated earlier, Ms. [redacted] did not continue using the services as described and therefore was not eligible for a refund. Not only is the entire refund policy written in the signed contractual agreement, there is a full page explanation when the customer logs into our web site which we mandate the customer sees BEFORE they can proceed to the listings and the customer has access to these documents at all times in the FAQ section in their account. In addition to that, there is a recorded statement which states every detail for customers who call. Refunds are also accepted in writing and require proof of address. Though Ms. [redacted] states she submitted her refund via fax after the 90-day term, there is no record of ever having received it. Not in the USPS mail, (as required) but neither via fax. As stated, the last time she even logged into the site to obtain new listings was Jun 2nd and her term didn’t even expire until July 5th 2015. The time to have her apply for a refund would have been between July 5th and July 20th. Having said that however, she would not have been eligible for a refund at all as she did not use the services as described. Insofar as advertised properties, we state many places (but also in a boxed area in the middle area in bold print underlined) that we have no way to track any advertised property so clients are directed to use only the listings that appear in our database and that we will not discuss any advertised property. Customer Complaint: Desired Settlement: I would like my 185.00 refunded back to me, and for them to stop falsely advertrised Company reply: A refund at this time is contrary to the company policy. The customer did not follow the terms as written and therefore a refund cannot be issued. And, there is, was and never will be any false advertising. Rather, we advertise our service and explain to every client before any services are performed that we assist clients for a 90-day term and even offer a full refund policy of clients use the service and do not move. There is no false advertising of anything. Everything about our company is fully disclosed and designed for success. If clients use the service as described and still have not found success, we offer a full refund policy. 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 eligible for a refund based solely on the terms contained in the signed contractual agreement.
Customer complaint: I have attached a document with 4 different websites from hundreds of people saying exactly what I have said! On your Revdex.com site you already have 39 other complaints against this company. Company response: We are addressing this complaint and any other complaints from other web sites are not relevant. Customer complaint: If they are such a reputable company, why do they not belong to the Revdex.com? Company response: The Revdex.com is a regional privately owned business and they charge a fee to be a member. Becoming a member is not required to address customers issues like we did in this complaint. Customer complaint: If you look at Craigslist it is filled with ads giving only the description and rental cost of properties ... which end up not existing. I wanted to see the details on the one I originally called about on my list and when I got it, it wasn't there. I call this false advertising and they are doing this to lure people in and get their $185.00 or whatever amount they charge (have seen differing amounts from other peoples posts)! Company response: This is not an accurate statement because the customer signed a contract that states the opposite as follows: “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.” "WE ARE A REFERRAL SERVICE ONLY. WE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERS. WE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICE. OUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS." 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.” “LI IS A CORPORATION ENGAGED IN THE BUSINESS OF GATHERING AND PROVIDING INFORMATION ON RENTAL PROPERTIES FOR OUR SUBSCRIBERS. SOME INFORMATION IS OBTAINED FROM SCANNING AREA NEWSPAPERS AND SUBURBAN JOURNALS AND IS AVAILABLE TO YOU IF YOU OBTAIN AND PURSUE THESE ADVERTISEMENTS. OTHER INFORMATION IS OBTAINED DIRECTLY FROM RENTAL PROPERTY OWNERS AND THEIR REPRESENTATIVES AND MAY NOT BE AVAILABLE TO YOU THROUGH THESE SOURCES. WE DO NOT REPRESENT LANDLORDS AND THEREFORE CANNOT GUARANTEE THE INFORMATION WILL BE ENTIRELY CORRECT. WE RELY ON THE INFORMATION GIVEN TO US BY THE LANDLORD. LI TAKES AFFIRMATIVE STEPS TO DETERMINE THE ACCURACY OF THE INFORMATION GIVEN. ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.” “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.” That is a comprehensive description of our contract that summarily states that customers are NOT paying to see any property whether advertised or not, because this is NOT what we do. IF… IF a property is still available once the customer joins our service and obtains access to our database of rental property information AND… that property is still available, they may contact the landlord. BUT… as the contract states, they are NOT paying to get information on any particular property. Simply, we sel access to our database of rental property information. Customer complaint: When I originally called in and talked to [redacted] he told me it's possible to get the $185.00 back from the landlord you rent from. That is not true at all. Every landlord I talked to on the list said they give nothing back to a tenant! I've called several privately owned property owners off the list a few times and no one has ever gotten back to me. I asked [redacted] in our last conversation what the percentage of people getting their money back was and she stated "very low". Company response: The landlord fee reduction program is a voluntary program that a landlord MAY participate in if they choose. That program is where the landlord agrees to reduce the tenant’s move in cost just because they came through our service. Some landlords may choose to reduce the tenant 1st month rent by the fee the customer paid for our service, while others chose more and some choose less. Not every landlord participates in this program BUT IF THEY DO… there is a code on that particular property which is a “$” IF… that property has the $ code, that landlord has agreed and WILL participate by reducing the tenant rent. It is my belief that this customer asked every landlord to do that without any regard to whether or not the code appeared. We already asked the landlord and the answer is on the listing. This customer just didn’t pay attention. I know, because she said she called every landlord and asked them. That was unnecessary and I think she was just trying to make trouble for the landlords and I can see know why perhaps she hasn’t rented yet. Customer complaint: As soon as I received my list I was totally upset as it was not what I was expecting. I thought I was going to see all those ads from Craigslist on my list ... but not a one of them was included in the list they provided of available properties. Company response: Addressed above. Customer complaint: I'm a 68 year old woman trying to find a nice place to live and their list wasn't going to provide that for me. 90% of what was on their list I had already seen on Trulia and Zillow. Addressed above. And we too, regardless of the customer’s age, were interested in helping the customer find a satisfactory rental unit. In fact, we even offer a full refund policy if they do not move! Customer complaint: I know for a fact that the listings that are giving out for Wolf Kline Management they are getting online and not from them!! Company response: We addressed this in the original complaint and said that we have been listing properties that belong to that company for many many years. That company also has their own web site where they list their properties. We even link to their web site!!! They may also advertise anywhere else such as craigslist, Trulia, Zillow or anywhere else. They have that right as a company. Landlords are not forbidden for goodness sake, from advertising anywhere else. Were JUST A WAY TO HELP THEM FIND GOOD TENANTS. Were FREE to landlord to use our services. Customer complaint: And to say I am "abusing our service" and suspending my access is just another way ... in my opinion ... to withhold any opportunity to get my money back. If a customer is unsatisfied with a service, that does not constitute "abuses or unauthorized uses of service" ... as written by company's rebuttal. Company response: This person has went far beyond being an unsatisfied customer. She has been harassing landlords and she is not using our services as designed and we reserve the right to cancel services. In her case we did and we believe this was the proper thing to do. We have addressed all the customer’s statements and at this time are not reversing any of our decisions. We have been successfully matching landlords and tenants for decades and the few complaints we get are always addressed and resolved. This resolution however is just not going to be to the former customers liking. We can’t help that. Plus… PLUS… this person actually used our service before in 2007! So she knows well about our services and policies. We wish the customer the best of luck in finding a rental property.
Customer’s Statement of the Problem: I spent $187 on the PROMISE that I would find an apartment in my budget within 90 days. Company’s response: No such promise is ever made. In fact the opposite is true. In the signed contractual agreement we specifically stipulate the following in the first...
paragraph 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.” And “WE ARE A REFERRAL SERVICE ONLY. WE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERS. WE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICE. OUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS."” This statement clearly indicates the opposite of what the customer said. Customer’s Statement of the Problem: Not only did I NOT find anything but most of the listings on the site were old & weren't for rent. Company’s response: We give dates of availability on each property. If we are notified that a property has become rented, we delete it from our listings. Customer’s Statement of the Problem: They suspended my account after 90 days (which is policy, so I understood). I assumed I could simply renew my account to keep searching but they said I had to pay another $185 to do that! Company’s response: Simply, the customer had made the wrong assumption. We offer a 90-day term. After the 90-days, the services terminates as stated in the contract. Customer’s Statement of the Problem: I asked if I could just get my refund because the site was not helpful at all & they told me no because they had several rules that "needed" to be followed & I did not provide that. Company’s response: The rules she speaks of are in the agreement that she read, agreed to and signed. They stipulate the following with regard to refunds: “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.” In her case, her policy began June 13th 2017. The 90-days expired on September 11, 2017 and the exdpiration to apply for a refund was September 26th 2017. She applied for a refund on September 30th 2017 which h was 4-days past the expiration date of 109-days after joining the service. However, she was also told that although she did not submit her refund request in writing, she also did not log in and view the properties as required, and therefore this requirement also would have precluded her from obtaining a refund. Customer’s Statement of the Problem: I was not able to speak to a person face to face, I could not speak to a person over the pbone, I had to request a refund via mail. When I replied to their letter they did not write back. Company’s response: She did speak to someone on the phone, and a letter was sent to her on October 4th, 2017 telling her the exact reason(s) she was denied a refund. Customer’s Statement of the Problem: I find it weird that when I call, they forward me to the same voicemail where nobody calls me back. Company’s response: Our customer support staff talk to anyone that calls. We also have a refund information line that is a recorded statement and does not allow for messages to be left. It is for information only. Customer’s Statement of the Problem: I am a single mother & I spent that $187 because I desperately needed to move. Company’s response: We did not ask her if she was a single mother and therefore the statement has no merit in this instance. Desired Settlement: I would like a full refund. Company’s response: At this time, based solely on the terms contained in the signed contractual agreement, a refund at this time is not possible as the client did not qualify for a refund and accordingly, one was not issued.
Though our customer feels that our listings are not real, that statement is actually wholly untrue. All the properties in our system are real. Properties become available and rented in real time. We offer clients a 90-day service. The reason we do this is so clients have as many options as possible. In this case, these customers actually only logged in ONE TIME!!! They paid for our services and then simply did not use it. They have no business calling us a scam since they didn’t really use the services. We are not a scam. We have been listing new rentals as well as deleting rented properties, but they would never know because they stopped viewing the properties. While we are sorry the client feels the way they do, we are not a scam and we will continue helping Tenants and Landlords find each other as we have successfully done for dozens of years. Refunds are only issued providing clients have participated according to the terms outlined in the signed contractual agreement.
This complainant is a landlord and not one of our customers. We do not charge landlords. We are hired by tenants. Once a tenant pays us to obtain property information from them, we do so. Part of obtaining the property information is from varying online sources. Ms. [redacted] listed a property on...
Craigslist. We took that information and gave it to our customer who then contacted Ms. [redacted]. The customer contacted us and told us how rude the landlord was because she got the property information through Locators. She told us that Ms. [redacted] told them we were a scam (which we are not) and that she was going to call the Revdex.com. On November 21st, 2016, we called Ms. [redacted] because of her ad on Craigslist. We left a detailed message stating that we were calling from Locators about her rental property and that we would pass the information along to our clients. We left our name and telephone number. We asked that she call us back. Then on November 30th 2016, she called us back and began saying that nobody gave permission for us to list her property and she began saying over and over “No, No, No, No, No, you’re a scam.” She then said that she would call the Revdex.com the following day. Our representative simply said that we are a free service to all landlords including her and that our clients have already paid us to get information for them and all we did was simply refer them to her. She again stated we don’t have permission to do so. We said “If you would not like calls from tenants, we can take your listing out of our system to make sure our qualified tenants never call you.” She said she was going to call the Revdex.com. Our response to this complaint is as follows: We are not any type of scam. Craigslist is a public web site accessible by anyone. We obtained the information from Craigslist. We contacted the landlord. When the landlord told us not to list her property, we took it out of our system. We do not wish to have any contact with this person anymore because she was rude to our representative and to a prospective tenant that was ready to rent from her. There is nothing illegal and we are not a scam. Our customer(s) paid us to gather and disseminate information to them. That is what we did. If Ms. [redacted] does not want to speak to and rent to prospective tenants, she shouldn’t be a landlord. No scam here. Nothing illegal here. This is not a valid complaint. Ms. [redacted] suffered no harm and in fact, she actually simply ruined her chance to get a decent tenant.
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.I have attached a document with 4 different websites from hundreds of people saying exactly what I have said! On your Revdex.com site you already have 39 other complaints against this company. If they are such a reputable company, why do they not belong to the Revdex.com? If you look at Craigslist it is filled with ads giving only the description and rental cost of properties ... which end up not existing. I wanted to see the details on the one I originally called about on my list and when I got it, it wasn't there. I call this false advertising and they are doing this to lure people in and get their $185.00 or whatever amount they charge (have seen differing amounts from other peoples posts)! When I originally called in and talked to [redacted] he told me it's possible to get the $185.00 back from the landlord you rent from. That is not true at all. Every landlord I talked to on the list said they give nothing back to a tenant! I've called several privately owned property owners off the list a few times and no one has ever gotten back to me. I asked Megan in our last conversation what the percentage of people getting their money back was and she stated "very low". I notice that wasn't in their reply. I also was never able to talk to Shaun again after the day he reeled me in ... 3/3/16. As soon as I received my list I was totally upset as it was not what I was expecting. I thought I was going to see all those ads from Craigslist on my list ... but not a one of them was included in the list they provided of available properties. It seems many people are losing money that probably most of us don't have to lose. I'm a 68 year old woman trying to find a nice place to live and their list wasn't going to provide that for me. 90% of what was on their list I had already seen on Trulia and Zillow. I know for a fact that the listings that are giving out for Wolf Kline Management they are getting online and not from them!!And to say I am "abusing our service" and suspending my access is just another way ... in my opinion ... to withhold any opportunity to get my money back. If a customer is unsatisfied with a service, that does not constitute "abuses or unauthorized uses of service" ... as written by company's rebuttal.Regards,
Greetings, Ms. [redacted] makes mention that there was no information about the properties “…It did not give any info on the house or pictures…” but then states “The listings gave barely any info at all.” The reality is that we give detailed descriptions on each property including names,...
addresses, phone numbers, email if the landlord has it, as well as a detailed explanation of amenities offered so as a matter of factual representation, her statement falls short of a complete description of the truth. A few other points in her complaint is that she called “…at least 50 times…” but our report shows from Caller ID [redacted] [redacted] she only called one time between October 31st 2016 and February 2nd 2017. She dialed our customer support number on January 30th, 2017 at 1:00:48pm and spoke to one of our support staff for a 3:35 duration call. Also she stated that she “…was told that it will give me 100 plus listings…”this kind of statement is never said in our company and this statement was absolutely never ever said to Ms. [redacted]. Her main complaint is that she was never told about the refund policy which is not accurate. She said “The rep told me I would definitely be able to get my money back if I didn't find an apartment. NOT ONCE did he EVER say anything about needing to print out everything and requirements on how many times a week you look.” Simply we said to her that if you do not move, we offer a full refund policy. Then we gave her the refund policy in writing to review. The refund policy terms are very clear and require simply that if clients use the service by viewing the properties at least 3 days per week and have not moved, they may receive a full refund. She did receive the refund policy terms and did review them. She then did agree to those terms and did affix her signature thereupon, thereby indicating to us, her understanding and willingness to participate accordingly. A copy of the policy terms were also emailed to her for her records. She ends by saying our company is a complete scam. To this I can confidently say, we are not. In fact, we explain our services to each customer. In her case, we spoke to her on August 5th 2014, October 17th 2016, October 18th 2016, October 19th 2016, October 28th 2016 and then on October 29th 2016 she decided to pay for and use the services. Then should the caller decide to use our services, we send them a copy of our registration document (one page) which contains our terms of service, what we do and do not do, our advertising policy and our cancellation and full refund policy terms. The customer then reviews the terms and if they agree and wish to use the services, they affix their signature, and we then capture the fund for payment of the service and they begin using our 90-day program to assist them in finding a residential rental unit. If they decide that for any reason they do NOT want to use the service, they simply do NOT sign the agreement, payment is NOT captured and the services are NOT provided. In her case she DID review the terms, DID sign the agreement, DID pay for the service and DID use the service. Not enough… but she did use the services. Regarding participation, Ms. [redacted] viewed the properties on October 29th, October 30th, November 2nd and November 9th and then she stopped looking. We heard nothing from her until January 30th 2017 when she asked about a refund. At that time, she spoke to our representative and said “...why should I keep looking if I had to sign my lease again?” She was told that these are the requirements written in our refund policy which she read, agreed to and signed. Unfortunately, she used profanity toward the employee and hung up. Then we received and email from her which she then subsequently pasted into the text of this complaint. Ms. [redacted] purchased our services. She was aware of the terms of service including our refund policy. She never applied for a refund at all. She is not eligible for a refund based solely on the terms of the contractual agreement.
We just want our money back and for this "business" to be shut down so no one else gets burned. The customer did in fact contact our company to find assistance in seeking a residential rental property. After speaking with one of our representatives, they made a decision to move forward and...
hire us to gain access to our database of rental property information. They were sent a link to the contractual agreement which they visited. They reviewed the document, agreed to the terms contained therein and then did affirm their consent and agreement by affixing their signature to the document, thereby expressing not only their understanding and agreement of the terms, but their willingness to conform to the terms of use as well as our no cancellation clause and our full refund policy. We certainly and obviously disagree with their statement that we are a scam. We offered access to our database of rental property information, we gave them a copy of our service terms before we ever charged them, and after deciding to use the service, agreeing to and signing the contract; we collected the funds and provided the services to them. They then accessed the information and began using the service. So we provided exactly what we said we would and we will continue to provide the services to them until the 90-day subscription expires. Insofar as them wanting their money back, there are no cancellations and we do offer all customers a full refund, per the terms of the signed contractual agreement. As for our business being “Shut down…” We will continue to provide the services to the customer per the agreement for 90-days regardless of their feelings.
Tell us why here... Enclosed you will find a letter of response from Locators explaining "our side" of the complaint which is being filed by Ms. [redacted]. Below, please find a detailed response to the complainant’s issues. Firstly, Ms. [redacted] mentioned that “I mailed in my request for...
refund to the address that they provided with the information that they requested and have 3 weeks ago and have still not heard from them.”And she also mentioned that she looked up our address and saw Mailboxes, Etc.To address this issue, let me start by saying that Mailboxes, Etc. is where we have our mail sent to. No biggie. She’s right. Lots of business use mail box to receive mail. That way, only authorized people get the mail and it isn’t left on the desk or in front of a door like the USPS does.As for being unresponsive, we received her request for a refund on May 4th, 2016 and we replied to her request the following week with a letter stating that her request for a refund was denied.But her address was 307 Lambeth Road Catonsville, MD. 21228 and the address on her refund request was [redacted] which was the address we mailed the letter to. When checking the name of the customer, an address of [redacted] shows up. So, us having a P.O. Box isn’t such a bad thing. Insofar as her statement that no landlords would return her calls, clearly we can’t be held responsible for a landlord hearing her message and deciding not to call her. Landlords make up their own mind about whom to rent. We have nothing to do with that and even so state in our contract as follows:“…LOCATORS NEITHER REPRESENTS TENANTS NOR LANDLORDS AND WE RELY ON THE INFORMATION OBTAINED FROM LANDLORDS…” As for her statement “They guarantee that if they don't find an apartment for you within 90 days that they will refund your money and then try to make it impossible to get the refund.” We do have such a guarantee, but we don’t make it difficult. The refund terms are clearly defined in the contract. It is not difficult. All clients need do is use the service as described and not move. In this case, the customer did move and she stated that in the refund letter. Additionally she sent in her request 14-days early. So she was disqualified for a refund. As for her age, we did not ask for her age when she registered and neither did we ask about her income level.Bringing it up now is not germane to the issues on any level. Age and income are not part of our registration, refund policy nor do they have anything to do with this letter. 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. We have addressed each of the customers complaints in this response.
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.
I am appalled at the lack of respect and concern you have for your customers. 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 [redacted] 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. 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. 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. You lie, cheat, and treat customers with absolutely no regard. 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.
[redacted]
Customer View of issue:
I researched and found that this company has done this to so many others, I would've never done this if I was not promised NO COMPLEXES,
Company Response:
When clients log into our web site, they have a box to check which excludes Complexes and Buildings.
Doing this, eliminates the need to see any Apartment Complexes and buildings. If the customer wants to see Apartment Complexes and Buildings, then she need NOT click the box.
Conversely, if she does NOT want to see them, then she SHOULD click the box.
Simple fix.
Customer View of issue:
I was desperate and this place refused to help,
I logged on several times but nothing changed and all the info was available for free online,
some of the places didn't even give accurate information,
I called and there were was different responses than they allowed posted,
I told this to the rep and she said that they don't verify the information given they trust what they are saying but yet a paying member gets lies and fake information that they didn't have the time to. Check out.
Company Response:
The customer did log in on April 10th 2017 and then again on the 11th and then waited until April 24th. After that, they logged in on May 18th and then never again.
The number of changes vary from day to day as is the rental market.
Saying however, that “nothing changed” is misleading and not true. Perhaps they didn’t see anything in the area they wanted or that fit the quality they desired, but properties were being added as well as properties being rented.
How many new ones appeared that would be considered by them, we do not know. Perhaps some (that they didn’t rent) perhaps none.
We however offer a 90-day service so just in case a person does not find something acceptable and move in the first few days (as many people do) then we allow access for up to and including 90-days.
They only logged in a total of FOUR times, even though we continued to provide new listings for them.
Customer View of issue:
Please help resolve this situation.
Company Response:
There seems to be no good resolution to their issue, as they subscribed to our service.
We provided the services.
They only logged into our system a total of 4 times in the 9-day period, although we were continually providing access to all properties.
The services were provided and used.
The clients as stated in the previous response are not eligible for a refund based solely on the terms in the agreement.
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. Firstly you should know that this customer paid for and used...
our service once before on January 24, 2016. The purpose of this statement is to say that the customer knows very well how our service works and the terms and conditions contained therein. Customer said: I was told that if I chose not rent any of the properties on the listing that I would be fully refunded, no matter the reason that I chose not to rent any of the properties on the listing. Our Response: The customer was told that if they don’t move, we offer a full refund policy. In 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 ADDRESS. REFUNDS ARE 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. FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND. LI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.” Customer may NOT cancel at any time. In addition to the statement in the refund policy, the cancellation clause is noted as follows: “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.” 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 moved. Because we offer a full refund policy, there is no possibility of cancelling the service. Refunds however are only issued subject to the customer conforming to the terms contained therein. If you notice in the refund policy, the first line reads as follows: “LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE:…” The refund policy is strict and states that refunds are offered if clients do not move. It does NOT SAY, whether the property they moved into was listed in our service. We do not make a differentiation about properties, the statement is whether or not the customer moved. The customer says they moved, so… no refund. They knew that even from the last time they registered. This is the second time they registered and used the service. Customer said: I disputed the charge through my bank, my bank had to resort to "reviewing their own records" because they were not able to contact the business even though I had provided them with the same number that was listed on the confirmation email that I received from Locators. My bank was unable to refund the charge due to "limited information." Our Response: The bank requested information about the customer transaction and we provided the details. The chargeback was reversed in our favor. 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. Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.
Customer’s Statement of the Problem: Ad ran for 30 days & updated 3 days prior to calling: $1095 3 bdr single w garage new kitchen updated bath full dinningroom large livingroom full basement. 9826924 number directed to locator advertised in my school district not listed on website. Listing...
$1095 3 bse w large deck & yard Leola quiet community custom kitchen w all major appliances washer dryer central air gas heat. Posted 30 days updated 3 days prior to calling 9826924 locators listing not on site . 11 total homes in total posted and updated 3 days prior to calling I have all written down for documentation and were not on the website all different phone numbers all routed to LOCATORS operators. Once I spoke to rep [redacted] at ex[redacted] on 7/24 & paid $185 on my Visa card he told me about the website and said I would be talking to homeowners by dinnertime. There were 5 listings 2 townhouses one hotel one not available yet all the rest were through realtors that you were required to have a credit score 600 or better and make 3 times the amount of the monthly rent which they don't tell you about! They tell you will be speaking with private homeowners. They tell you they update their listing daily & if the homeowners dont answer their phones which they keep in contact with constantly to make sure the property hasn't been rented since they advertise for free with the homeowners or the remove it immediately. One lady [redacted]. ** XXXXXXXX road Leola pa stated her rental wasn't even up for showing until mid August and she never heard of locators and did not put a advertisement with them She also required a certain income limit to rent her property. Since I paid for the website it has not had no new rentals in my school district. Company Response: Firstly, to address advertised properties, we make very clear to any caller or customer that we we speak, properties are getting rented and properties are being added. The first line in our contract states the following: “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.” Additionally, we have a boxed area in the center that discusses the advertised properties more in depth. Further, we require every client to review 6 pages of information prior to ever logging into our site to view any properties. One of those pages has that information box repeated and we also have an entire page that explains about advertised properties. We make it very very clear about advertised properties and the fact that we require that clients only go by the listings form the database because of the nature of rental properties becoming rented or deleted from our system. Simply, we cannot track any advertised property once it has been advertised. As for telling people that they will be speaking with “Private” homeowners, we tell customers that we will release everything based on the county and they can search through our listings and contact the landlords directly. It is completely untrue that we tell people that they will ONLY speak with private property owners. Our service lists properties for any landlord including real estate agents, building managers and property management companies. Our job is to place the customer in front of as many properties as they choose. The landlord she spoke of having a property not available until mid-august is true. HOWEVER… The date of availability was and is marked as available AUGUST 7, 2017! The customer may not have noticed that fact. Desired Settlement: I would like to see LOCATORS to have to stop advertising on craigslist. They advertised 2500 listings I went through & called! All but 100 listing on craigslist were directed to them & even [redacted] himself told me they run 90% of advertising for house & apartment remtals on craigslist. They are scamming individuals with false advertisment & taking a huge fee. I was told I would get a full refund for my money if I could not find a rental. However it was not made clear to me until I read it myself on the website that it won't be refunded for 90 days and not unless I write them. I want a refund immediately to my Visa for all their misleading information! The chances of someone waiting 90 days & taking the time to write them to get a refund are much less then the above mentioned. Company Response: We will continue to assist people in find rental properties and helping landlords find good tenants and part of that is to advertise and that too must continue. We have never nor will we ever “scam” anyone. Rather, we accept phone calls, discuss any questions, explain our services and make sure that every client has a chance to review our contractual agreement before any charges are captured. As for the refund, it is true that clients must use the services for 90-days before becoming eligible for a refund. Some people don’t have 90-days, many people find something in the first few days and still others need the time to find the right place. Our policy, which was known by the customer through conversation and in writing in the signed contractual Agreement, explains very clearly that refunds are only issued after the client participates and obtains/views the listings throughout the 90-day term. Had the customer not agreed with those terms, all she had to do was not sign the agreement, and the card would never have been charged, and she would have never received our services. But since she did read the terms, knew of the refund policy, was aware that refunds are never given before 90-days and that she needed to apply for a refund, then the terms were agreed to, she did understand and she did agree to the terms including the refund policy. And yes, customers must notify us if they want a refund. We don’t just issue refunds, and that too was told to the customer. None of our information is “misleading.” In fact, it is the exact opposite of misleading because it is exact, specific and clear. There is obviously some kind of misunderstanding, but we explain the services, show the customer our terms in writing and do not collect a fee until and only if the customer reads, agrees to and signs the terms of service including the refund and use policy. The services were provided exactly as described in the signed contractual agreement.
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 when he spoke with our...
representative, he felt that he would have “Large listings of rentals” but when he signed up and saw the listings, there was “Nothing special about them”At no point do our representative state the quantity, type or quality of any particular or group of properties. In fact, we state our business rule is to only give access to our database of rental properties with no promise or warranty as to quality or more specifically quantity.In this regard, there is and was no promise of how many properties were to be given as the nature of rental properties and the standard of our business prevents such a statement and it was never made.He stated that he was told that “The landlords pay to list with his company”We state that we are a free service to all landlords. Landlords do NOT pay to list their properties. In reviewing the recorded call, I found that this statement was never made. Rather, the representative mentioned that Landlords do NOT pay to list with our company, but rather come to us because they know that our clients pay a fee, which makes them more serious and knowledgeable about the property and thus, to each landlord.We also state that some landlords (and we indicate which do) participate in our “Rent reduction program” wherein some landlords will reduce the amount of the 1st month rent to the tenant if they are with our company.It was never said that “Landlords pay to list with our company.”He mentions that Landlords did not know of our company, then our representative laughed saying we already have his money.As a completely free service to landlords, we do not have any contract. When they list with us, it may or may not be exclusive and landlords are free to list elsewhere. Many don’t, but they are under no obligation. Sometimes, since we call and ask questions, they give answers and may not recall us calling and asking.Frankly, it is not important that a landlord remember us or not. Our job is to provide access to listings of rental properties as stated in the signed contractual agreement.Our “Job” is to get the tenant in front of landlords and based on what this person said, we clearly did that. The landlord had a rental available and the client had enough interest to contact that landlord. Whether or not the landlord(s) remembered our “free service” or not, is not our concern. Our concern is that the tenant meet the landlord. I hope Mr. Bennett rented the property from the landlord. That’s what matters. To complain that a landlord didn’t remember talking to us is not a valid complaint because obviously we cant control what a particular person remembers or not. This complaint is case in point. While this customer may remember one thing, the recording recalls something VERY different.The customer states they were old and not up to dateAL of the listings have the date of availability and as soon as the landlord tells us its rented, we immediately remove the listings. IF however, as we discussed above, the landlord “forgets” that they listed with us, we automatically remove any and every listing after a short period of no contact to avoid properties being left on while being rented.But it can happen if nobody tells us the property got rented. If however, the customer notified us, we would have done the research, contacted the landlords “REMINDED” them of who we are and removed or updated the listing. But the customer never told us the data, therefore… If we don’t know of a mistake, we can’t fix it!In our contract, we have the following statement:“ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.”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. Sincerely,Locators, Inc.
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.
I told the person who signed me up that I needed to find a place within 30 days. They assured me that was fine and that I would be refunded if I did not. The response states that I would have had to search for 90 days and not find a place for a refund. If they had told me that when I signed up I would not have given them the credit card #! They use the refund as a selling point and then make it impossible to get a refund. I would seriously doubt if they have ever given one! This is a huge scam. I am an unemployed 61 yr old woman and they said that their lists were always up to date. They advertise apartments for low rents and none of the apartments advertised are mysteriously ever available. Can you help me get my money back?
Regards,
To whom it may concern, The customer obtained our service to assist him in finding a residential rental property. The purpose of our service is to provide information on rental properties within a given search criteria for the customer to use and contact landlords. Whenever we register a customer,...
we present them with a written explanation of our services. This customer called us many times stating that once he logged into our web site, he could not determine if the property he saw on craigslist was included in his individual search results. We explain to him that he didn’t register to get one particular property, but rather for access to our database of information. He was never told that the property he called about was available or that it would appear in his particular search results because the rental market changes rapidly. In fact, we state the following in our written contract which was given to the customer which he read, agreed to and signed on April 11, 2016: “…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.” Also, we have in a boxed area in the middle of our contract the following which pertains to advertisements: “BECAUSE OF CONSTANT PROPERTY UPDATES, ANY ADVERTISED PROPERTY MAY OR MAY NOT APPEAR IN YOUR LISTINGS. PROPERTIES MAY HAVE BECOME RENTED, REMOVED OR THEY JUST DON’T MATCH YOUR CRITERIA. THERE IS ABSOLUTELY NO WAY FOR US TO TRACK WHETHER AN ADVERTISED PROPERTY IS AVAILABLE IN OUR SYSTEM REGARDLESS OF WHEN IT WAS ADVERTISED. WE WILL NOT DISCUSS ANY ADVERTISED PROPERTY. RATHER, YOU MUST RELY ON YOUR CURRENT LISTINGS ONLY.” So, while the customer makes a complaint of “The Company lured me in with deceptive and fraudulent advertising.” The customer is not accurate because we never “Lured” him. He called us and we explained our services to him over the phone. We then sent him a written ONE PAGE, plain English agreement which he read, agreed to and then did affix his signature thereupon. The problem isn’t that he was lured into using our service, the problem is he feels that he was. The reality is that he was not. Unfortunately, we can only deal in reality. Complaints however can be filed for any reason whether they are based in reality or not. We disclosed everything and when he called to ask questions, every question was answered. Obviously not to his satisfaction, but we do not change the way we run our business, so we simply explained our services to him again. Several times. Mr. [redacted] however just didn’t want to hear our explanation. He only wanted to hear what he wanted to hear. It is clear that we will not be able to make this customer “happy” without a full refund, but as stated in the signed contractual agreement, refunds are only issued subject to the written refund policy. We did everything we could to assist the customer, but as stated, refunds are only issued subject to the full terms contained in the signed contractual 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 contract. In summary... The customer contacted our company. The customer did not register for a particular property as it states clearly in the contract. Furthermore, the services were provided exactly as described in the contract.
Subject: Complaint by Ms. [redacted] Our Ref # [redacted] Case # [redacted] In reply...
to: Your ORIGINAL letter dated 09/15/2015 To whom it may concern, Enclosed you will find a letter of response from Locators explaining "our side" of the complaint which is being filed by Ms. [redacted]. Below, please find a detailed response to the complainant’s issues. Customer Complaint: He (company rep) assured me I would find what I wanted and needed. however that was not the situation. every house that suited my needs was in the city and I adv him I did not want that due to the school district. Company reply: In the discussion had with every client, we query down the search criterion to the County(s) desired, the minimum number of bedrooms needed and the target price by a $1,000.00 range. We then show all the properties sorted by area alphabetically for the choice of the customer. In Ms. [redacted]’s case, we showed her ALL the rental properties in our system that we within the Berks & Chester County areas in Pennsylvania ONLY, but showed only those which had a minimum of 3 bedrooms or larger (so nothing smaller than a 3 bedroom property) and providing than only those between $500.00 to $1,500.00 rent range were shown. At that point, the choices of which of those properties to contact is left up to the customer. The number, quality and geographic area that a particular property is in is dynamic in nature as it reflects the real time rental market and therefore changes often whenever a rental becomes available or becomes rented. The contract that the customer read, reviewed agreed to and signed contains the query specifics at the very top of the document and the first sentence in the first paragraph explains the nature of our service and the exact services we provide as follows: “THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON April 6, 2015 AND IS TO BE USED EXCLUSIVELY BY ME. 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.” This is exactly what service we provided. To be clear and specific; we do NOT sort by school district, but rather show all properties within the search parameters and allow the customer to choose whatever property is available that they like, if any. It is always the customer choice and whether or not any property in any area appears is at the rental market discretion. We can never determine how many, where or what quality of a property will appear in the future. Our service is to provide access to our database of rental properties for a 90-day term. If customers have not moved after using the services as described in the signed contractual agreement, we offer a full refund policy in writing. Ms. [redacted] actually only obtained the property listings on April 6th, 7th, 8th, 9th, 10th, 13th, 15th, 21st, May 6th and then finally on June 2nd, 2015. Basically she looked 8 times in April, once in May and once in June. We were doing our job of adding and deleting properties throughout the entire 90-day term. Properties may have been added or deleted, but during the times of inactivity the customer would have missed anything that became available. We do not contact customers when properties become available, but rather allow them unrestricted access throughout the 90-day term. Customer Complaint: the company then kept posting ads on craigslist for homes that were not on the search list at the same time. I was told after 90 days I could req a refund if I was unable to find anything with my needs and I needed to do so by fax. after my 90 days I req the refund via fax and 3 weeks later I have heard nothing. I have been calling this dept for 2 weeks to see what is going on and everyday I am unable to get through to a rep it places me on a hold to wait for a few min and then states they are busy or closed. Company reply: In the signed contractual agreement, the advertising and refund policy is clearly explained. That is we offer a full money back guaranteed if clients have not moved during the 90-day term. Refunds are only accepted AFTER the 90-day term. We also give customers 2 full weeks after that 90-day term with which to request a refund. Additionally, to obtain a refund, customers are required to obtain the listings throughout the 90-day term. As stated earlier, Ms. [redacted] did not continue using the services as described and therefore was not eligible for a refund. Not only is the entire refund policy written in the signed contractual agreement, there is a full page explanation when the customer logs into our web site which we mandate the customer sees BEFORE they can proceed to the listings and the customer has access to these documents at all times in the FAQ section in their account. In addition to that, there is a recorded statement which states every detail for customers who call. Refunds are also accepted in writing and require proof of address. Though Ms. [redacted] states she submitted her refund via fax after the 90-day term, there is no record of ever having received it. Not in the USPS mail, (as required) but neither via fax. As stated, the last time she even logged into the site to obtain new listings was Jun 2nd and her term didn’t even expire until July 5th 2015. The time to have her apply for a refund would have been between July 5th and July 20th. Having said that however, she would not have been eligible for a refund at all as she did not use the services as described. Insofar as advertised properties, we state many places (but also in a boxed area in the middle area in bold print underlined) that we have no way to track any advertised property so clients are directed to use only the listings that appear in our database and that we will not discuss any advertised property. Customer Complaint: Desired Settlement: I would like my 185.00 refunded back to me, and for them to stop falsely advertrised Company reply: A refund at this time is contrary to the company policy. The customer did not follow the terms as written and therefore a refund cannot be issued. And, there is, was and never will be any false advertising. Rather, we advertise our service and explain to every client before any services are performed that we assist clients for a 90-day term and even offer a full refund policy of clients use the service and do not move. There is no false advertising of anything. Everything about our company is fully disclosed and designed for success. If clients use the service as described and still have not found success, we offer a full refund policy. 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 eligible for a refund based solely on the terms contained in the signed contractual agreement.
Customer complaint: I have attached a document with 4 different websites from hundreds of people saying exactly what I have said! On your Revdex.com site you already have 39 other complaints against this company. Company response: We are addressing this complaint and any other complaints from other web sites are not relevant. Customer complaint: If they are such a reputable company, why do they not belong to the Revdex.com? Company response: The Revdex.com is a regional privately owned business and they charge a fee to be a member. Becoming a member is not required to address customers issues like we did in this complaint. Customer complaint: If you look at Craigslist it is filled with ads giving only the description and rental cost of properties ... which end up not existing. I wanted to see the details on the one I originally called about on my list and when I got it, it wasn't there. I call this false advertising and they are doing this to lure people in and get their $185.00 or whatever amount they charge (have seen differing amounts from other peoples posts)! Company response: This is not an accurate statement because the customer signed a contract that states the opposite as follows: “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.” "WE ARE A REFERRAL SERVICE ONLY. WE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERS. WE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICE. OUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS." 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.” “LI IS A CORPORATION ENGAGED IN THE BUSINESS OF GATHERING AND PROVIDING INFORMATION ON RENTAL PROPERTIES FOR OUR SUBSCRIBERS. SOME INFORMATION IS OBTAINED FROM SCANNING AREA NEWSPAPERS AND SUBURBAN JOURNALS AND IS AVAILABLE TO YOU IF YOU OBTAIN AND PURSUE THESE ADVERTISEMENTS. OTHER INFORMATION IS OBTAINED DIRECTLY FROM RENTAL PROPERTY OWNERS AND THEIR REPRESENTATIVES AND MAY NOT BE AVAILABLE TO YOU THROUGH THESE SOURCES. WE DO NOT REPRESENT LANDLORDS AND THEREFORE CANNOT GUARANTEE THE INFORMATION WILL BE ENTIRELY CORRECT. WE RELY ON THE INFORMATION GIVEN TO US BY THE LANDLORD. LI TAKES AFFIRMATIVE STEPS TO DETERMINE THE ACCURACY OF THE INFORMATION GIVEN. ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.” “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.” That is a comprehensive description of our contract that summarily states that customers are NOT paying to see any property whether advertised or not, because this is NOT what we do. IF… IF a property is still available once the customer joins our service and obtains access to our database of rental property information AND… that property is still available, they may contact the landlord. BUT… as the contract states, they are NOT paying to get information on any particular property. Simply, we sel access to our database of rental property information. Customer complaint: When I originally called in and talked to [redacted] he told me it's possible to get the $185.00 back from the landlord you rent from. That is not true at all. Every landlord I talked to on the list said they give nothing back to a tenant! I've called several privately owned property owners off the list a few times and no one has ever gotten back to me. I asked [redacted] in our last conversation what the percentage of people getting their money back was and she stated "very low". Company response: The landlord fee reduction program is a voluntary program that a landlord MAY participate in if they choose. That program is where the landlord agrees to reduce the tenant’s move in cost just because they came through our service. Some landlords may choose to reduce the tenant 1st month rent by the fee the customer paid for our service, while others chose more and some choose less. Not every landlord participates in this program BUT IF THEY DO… there is a code on that particular property which is a “$” IF… that property has the $ code, that landlord has agreed and WILL participate by reducing the tenant rent. It is my belief that this customer asked every landlord to do that without any regard to whether or not the code appeared. We already asked the landlord and the answer is on the listing. This customer just didn’t pay attention. I know, because she said she called every landlord and asked them. That was unnecessary and I think she was just trying to make trouble for the landlords and I can see know why perhaps she hasn’t rented yet. Customer complaint: As soon as I received my list I was totally upset as it was not what I was expecting. I thought I was going to see all those ads from Craigslist on my list ... but not a one of them was included in the list they provided of available properties. Company response: Addressed above. Customer complaint: I'm a 68 year old woman trying to find a nice place to live and their list wasn't going to provide that for me. 90% of what was on their list I had already seen on Trulia and Zillow. Addressed above. And we too, regardless of the customer’s age, were interested in helping the customer find a satisfactory rental unit. In fact, we even offer a full refund policy if they do not move! Customer complaint: I know for a fact that the listings that are giving out for Wolf Kline Management they are getting online and not from them!! Company response: We addressed this in the original complaint and said that we have been listing properties that belong to that company for many many years. That company also has their own web site where they list their properties. We even link to their web site!!! They may also advertise anywhere else such as craigslist, Trulia, Zillow or anywhere else. They have that right as a company. Landlords are not forbidden for goodness sake, from advertising anywhere else. Were JUST A WAY TO HELP THEM FIND GOOD TENANTS. Were FREE to landlord to use our services. Customer complaint: And to say I am "abusing our service" and suspending my access is just another way ... in my opinion ... to withhold any opportunity to get my money back. If a customer is unsatisfied with a service, that does not constitute "abuses or unauthorized uses of service" ... as written by company's rebuttal. Company response: This person has went far beyond being an unsatisfied customer. She has been harassing landlords and she is not using our services as designed and we reserve the right to cancel services. In her case we did and we believe this was the proper thing to do. We have addressed all the customer’s statements and at this time are not reversing any of our decisions. We have been successfully matching landlords and tenants for decades and the few complaints we get are always addressed and resolved. This resolution however is just not going to be to the former customers liking. We can’t help that. Plus… PLUS… this person actually used our service before in 2007! So she knows well about our services and policies. We wish the customer the best of luck in finding a rental property.
Customer’s Statement of the Problem: I spent $187 on the PROMISE that I would find an apartment in my budget within 90 days. Company’s response: No such promise is ever made. In fact the opposite is true. In the signed contractual agreement we specifically stipulate the following in the first...
paragraph 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.” And “WE ARE A REFERRAL SERVICE ONLY. WE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERS. WE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICE. OUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS."” This statement clearly indicates the opposite of what the customer said. Customer’s Statement of the Problem: Not only did I NOT find anything but most of the listings on the site were old & weren't for rent. Company’s response: We give dates of availability on each property. If we are notified that a property has become rented, we delete it from our listings. Customer’s Statement of the Problem: They suspended my account after 90 days (which is policy, so I understood). I assumed I could simply renew my account to keep searching but they said I had to pay another $185 to do that! Company’s response: Simply, the customer had made the wrong assumption. We offer a 90-day term. After the 90-days, the services terminates as stated in the contract. Customer’s Statement of the Problem: I asked if I could just get my refund because the site was not helpful at all & they told me no because they had several rules that "needed" to be followed & I did not provide that. Company’s response: The rules she speaks of are in the agreement that she read, agreed to and signed. They stipulate the following with regard to refunds: “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.” In her case, her policy began June 13th 2017. The 90-days expired on September 11, 2017 and the exdpiration to apply for a refund was September 26th 2017. She applied for a refund on September 30th 2017 which h was 4-days past the expiration date of 109-days after joining the service. However, she was also told that although she did not submit her refund request in writing, she also did not log in and view the properties as required, and therefore this requirement also would have precluded her from obtaining a refund. Customer’s Statement of the Problem: I was not able to speak to a person face to face, I could not speak to a person over the pbone, I had to request a refund via mail. When I replied to their letter they did not write back. Company’s response: She did speak to someone on the phone, and a letter was sent to her on October 4th, 2017 telling her the exact reason(s) she was denied a refund. Customer’s Statement of the Problem: I find it weird that when I call, they forward me to the same voicemail where nobody calls me back. Company’s response: Our customer support staff talk to anyone that calls. We also have a refund information line that is a recorded statement and does not allow for messages to be left. It is for information only. Customer’s Statement of the Problem: I am a single mother & I spent that $187 because I desperately needed to move. Company’s response: We did not ask her if she was a single mother and therefore the statement has no merit in this instance. Desired Settlement: I would like a full refund. Company’s response: At this time, based solely on the terms contained in the signed contractual agreement, a refund at this time is not possible as the client did not qualify for a refund and accordingly, one was not issued.
Though our customer feels that our listings are not real, that statement is actually wholly untrue. All the properties in our system are real. Properties become available and rented in real time. We offer clients a 90-day service. The reason we do this is so clients have as many options as possible. In this case, these customers actually only logged in ONE TIME!!! They paid for our services and then simply did not use it. They have no business calling us a scam since they didn’t really use the services. We are not a scam. We have been listing new rentals as well as deleting rented properties, but they would never know because they stopped viewing the properties. While we are sorry the client feels the way they do, we are not a scam and we will continue helping Tenants and Landlords find each other as we have successfully done for dozens of years. Refunds are only issued providing clients have participated according to the terms outlined in the signed contractual agreement.
This complainant is a landlord and not one of our customers. We do not charge landlords. We are hired by tenants. Once a tenant pays us to obtain property information from them, we do so. Part of obtaining the property information is from varying online sources. Ms. [redacted] listed a property on...
Craigslist. We took that information and gave it to our customer who then contacted Ms. [redacted]. The customer contacted us and told us how rude the landlord was because she got the property information through Locators. She told us that Ms. [redacted] told them we were a scam (which we are not) and that she was going to call the Revdex.com. On November 21st, 2016, we called Ms. [redacted] because of her ad on Craigslist. We left a detailed message stating that we were calling from Locators about her rental property and that we would pass the information along to our clients. We left our name and telephone number. We asked that she call us back. Then on November 30th 2016, she called us back and began saying that nobody gave permission for us to list her property and she began saying over and over “No, No, No, No, No, you’re a scam.” She then said that she would call the Revdex.com the following day. Our representative simply said that we are a free service to all landlords including her and that our clients have already paid us to get information for them and all we did was simply refer them to her. She again stated we don’t have permission to do so. We said “If you would not like calls from tenants, we can take your listing out of our system to make sure our qualified tenants never call you.” She said she was going to call the Revdex.com. Our response to this complaint is as follows: We are not any type of scam. Craigslist is a public web site accessible by anyone. We obtained the information from Craigslist. We contacted the landlord. When the landlord told us not to list her property, we took it out of our system. We do not wish to have any contact with this person anymore because she was rude to our representative and to a prospective tenant that was ready to rent from her. There is nothing illegal and we are not a scam. Our customer(s) paid us to gather and disseminate information to them. That is what we did. If Ms. [redacted] does not want to speak to and rent to prospective tenants, she shouldn’t be a landlord. No scam here. Nothing illegal here. This is not a valid complaint. Ms. [redacted] suffered no harm and in fact, she actually simply ruined her chance to get a decent tenant.
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.I have attached a document with 4 different websites from hundreds of people saying exactly what I have said! On your Revdex.com site you already have 39 other complaints against this company. If they are such a reputable company, why do they not belong to the Revdex.com? If you look at Craigslist it is filled with ads giving only the description and rental cost of properties ... which end up not existing. I wanted to see the details on the one I originally called about on my list and when I got it, it wasn't there. I call this false advertising and they are doing this to lure people in and get their $185.00 or whatever amount they charge (have seen differing amounts from other peoples posts)! When I originally called in and talked to [redacted] he told me it's possible to get the $185.00 back from the landlord you rent from. That is not true at all. Every landlord I talked to on the list said they give nothing back to a tenant! I've called several privately owned property owners off the list a few times and no one has ever gotten back to me. I asked Megan in our last conversation what the percentage of people getting their money back was and she stated "very low". I notice that wasn't in their reply. I also was never able to talk to Shaun again after the day he reeled me in ... 3/3/16. As soon as I received my list I was totally upset as it was not what I was expecting. I thought I was going to see all those ads from Craigslist on my list ... but not a one of them was included in the list they provided of available properties. It seems many people are losing money that probably most of us don't have to lose. I'm a 68 year old woman trying to find a nice place to live and their list wasn't going to provide that for me. 90% of what was on their list I had already seen on Trulia and Zillow. I know for a fact that the listings that are giving out for Wolf Kline Management they are getting online and not from them!!And to say I am "abusing our service" and suspending my access is just another way ... in my opinion ... to withhold any opportunity to get my money back. If a customer is unsatisfied with a service, that does not constitute "abuses or unauthorized uses of service" ... as written by company's rebuttal.Regards,
Greetings, Ms. [redacted] makes mention that there was no information about the properties “…It did not give any info on the house or pictures…” but then states “The listings gave barely any info at all.” The reality is that we give detailed descriptions on each property including names,...
addresses, phone numbers, email if the landlord has it, as well as a detailed explanation of amenities offered so as a matter of factual representation, her statement falls short of a complete description of the truth. A few other points in her complaint is that she called “…at least 50 times…” but our report shows from Caller ID [redacted] [redacted] she only called one time between October 31st 2016 and February 2nd 2017. She dialed our customer support number on January 30th, 2017 at 1:00:48pm and spoke to one of our support staff for a 3:35 duration call. Also she stated that she “…was told that it will give me 100 plus listings…”this kind of statement is never said in our company and this statement was absolutely never ever said to Ms. [redacted]. Her main complaint is that she was never told about the refund policy which is not accurate. She said “The rep told me I would definitely be able to get my money back if I didn't find an apartment. NOT ONCE did he EVER say anything about needing to print out everything and requirements on how many times a week you look.” Simply we said to her that if you do not move, we offer a full refund policy. Then we gave her the refund policy in writing to review. The refund policy terms are very clear and require simply that if clients use the service by viewing the properties at least 3 days per week and have not moved, they may receive a full refund. She did receive the refund policy terms and did review them. She then did agree to those terms and did affix her signature thereupon, thereby indicating to us, her understanding and willingness to participate accordingly. A copy of the policy terms were also emailed to her for her records. She ends by saying our company is a complete scam. To this I can confidently say, we are not. In fact, we explain our services to each customer. In her case, we spoke to her on August 5th 2014, October 17th 2016, October 18th 2016, October 19th 2016, October 28th 2016 and then on October 29th 2016 she decided to pay for and use the services. Then should the caller decide to use our services, we send them a copy of our registration document (one page) which contains our terms of service, what we do and do not do, our advertising policy and our cancellation and full refund policy terms. The customer then reviews the terms and if they agree and wish to use the services, they affix their signature, and we then capture the fund for payment of the service and they begin using our 90-day program to assist them in finding a residential rental unit. If they decide that for any reason they do NOT want to use the service, they simply do NOT sign the agreement, payment is NOT captured and the services are NOT provided. In her case she DID review the terms, DID sign the agreement, DID pay for the service and DID use the service. Not enough… but she did use the services. Regarding participation, Ms. [redacted] viewed the properties on October 29th, October 30th, November 2nd and November 9th and then she stopped looking. We heard nothing from her until January 30th 2017 when she asked about a refund. At that time, she spoke to our representative and said “...why should I keep looking if I had to sign my lease again?” She was told that these are the requirements written in our refund policy which she read, agreed to and signed. Unfortunately, she used profanity toward the employee and hung up. Then we received and email from her which she then subsequently pasted into the text of this complaint. Ms. [redacted] purchased our services. She was aware of the terms of service including our refund policy. She never applied for a refund at all. She is not eligible for a refund based solely on the terms of the contractual agreement.
We just want our money back and for this "business" to be shut down so no one else gets burned. The customer did in fact contact our company to find assistance in seeking a residential rental property. After speaking with one of our representatives, they made a decision to move forward and...
hire us to gain access to our database of rental property information. They were sent a link to the contractual agreement which they visited. They reviewed the document, agreed to the terms contained therein and then did affirm their consent and agreement by affixing their signature to the document, thereby expressing not only their understanding and agreement of the terms, but their willingness to conform to the terms of use as well as our no cancellation clause and our full refund policy. We certainly and obviously disagree with their statement that we are a scam. We offered access to our database of rental property information, we gave them a copy of our service terms before we ever charged them, and after deciding to use the service, agreeing to and signing the contract; we collected the funds and provided the services to them. They then accessed the information and began using the service. So we provided exactly what we said we would and we will continue to provide the services to them until the 90-day subscription expires. Insofar as them wanting their money back, there are no cancellations and we do offer all customers a full refund, per the terms of the signed contractual agreement. As for our business being “Shut down…” We will continue to provide the services to the customer per the agreement for 90-days regardless of their feelings.
Tell us why here... Enclosed you will find a letter of response from Locators explaining "our side" of the complaint which is being filed by Ms. [redacted]. Below, please find a detailed response to the complainant’s issues. Firstly, Ms. [redacted] mentioned that “I mailed in my request for...
refund to the address that they provided with the information that they requested and have 3 weeks ago and have still not heard from them.”And she also mentioned that she looked up our address and saw Mailboxes, Etc.To address this issue, let me start by saying that Mailboxes, Etc. is where we have our mail sent to. No biggie. She’s right. Lots of business use mail box to receive mail. That way, only authorized people get the mail and it isn’t left on the desk or in front of a door like the USPS does.As for being unresponsive, we received her request for a refund on May 4th, 2016 and we replied to her request the following week with a letter stating that her request for a refund was denied.But her address was 307 Lambeth Road Catonsville, MD. 21228 and the address on her refund request was [redacted] which was the address we mailed the letter to. When checking the name of the customer, an address of [redacted] shows up. So, us having a P.O. Box isn’t such a bad thing. Insofar as her statement that no landlords would return her calls, clearly we can’t be held responsible for a landlord hearing her message and deciding not to call her. Landlords make up their own mind about whom to rent. We have nothing to do with that and even so state in our contract as follows:“…LOCATORS NEITHER REPRESENTS TENANTS NOR LANDLORDS AND WE RELY ON THE INFORMATION OBTAINED FROM LANDLORDS…” As for her statement “They guarantee that if they don't find an apartment for you within 90 days that they will refund your money and then try to make it impossible to get the refund.” We do have such a guarantee, but we don’t make it difficult. The refund terms are clearly defined in the contract. It is not difficult. All clients need do is use the service as described and not move. In this case, the customer did move and she stated that in the refund letter. Additionally she sent in her request 14-days early. So she was disqualified for a refund. As for her age, we did not ask for her age when she registered and neither did we ask about her income level.Bringing it up now is not germane to the issues on any level. Age and income are not part of our registration, refund policy nor do they have anything to do with this letter. 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. We have addressed each of the customers complaints in this response.
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.
I am appalled at the lack of respect and concern you have for your customers. 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 [redacted] 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. 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. 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. You lie, cheat, and treat customers with absolutely no regard. 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.
[redacted]
Customer View of issue:
I researched and found that this company has done this to so many others, I would've never done this if I was not promised NO COMPLEXES,
Company Response:
When clients log into our web site, they have a box to check which excludes Complexes and Buildings.
Doing this, eliminates the need to see any Apartment Complexes and buildings. If the customer wants to see Apartment Complexes and Buildings, then she need NOT click the box.
Conversely, if she does NOT want to see them, then she SHOULD click the box.
Simple fix.
Customer View of issue:
I was desperate and this place refused to help,
I logged on several times but nothing changed and all the info was available for free online,
some of the places didn't even give accurate information,
I called and there were was different responses than they allowed posted,
I told this to the rep and she said that they don't verify the information given they trust what they are saying but yet a paying member gets lies and fake information that they didn't have the time to. Check out.
Company Response:
The customer did log in on April 10th 2017 and then again on the 11th and then waited until April 24th. After that, they logged in on May 18th and then never again.
The number of changes vary from day to day as is the rental market.
Saying however, that “nothing changed” is misleading and not true. Perhaps they didn’t see anything in the area they wanted or that fit the quality they desired, but properties were being added as well as properties being rented.
How many new ones appeared that would be considered by them, we do not know. Perhaps some (that they didn’t rent) perhaps none.
We however offer a 90-day service so just in case a person does not find something acceptable and move in the first few days (as many people do) then we allow access for up to and including 90-days.
They only logged in a total of FOUR times, even though we continued to provide new listings for them.
Customer View of issue:
Please help resolve this situation.
Company Response:
There seems to be no good resolution to their issue, as they subscribed to our service.
We provided the services.
They only logged into our system a total of 4 times in the 9-day period, although we were continually providing access to all properties.
The services were provided and used.
The clients as stated in the previous response are not eligible for a refund based solely on the terms in the agreement.
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. Firstly you should know that this customer paid for and used...
our service once before on January 24, 2016. The purpose of this statement is to say that the customer knows very well how our service works and the terms and conditions contained therein. Customer said: I was told that if I chose not rent any of the properties on the listing that I would be fully refunded, no matter the reason that I chose not to rent any of the properties on the listing. Our Response: The customer was told that if they don’t move, we offer a full refund policy. In 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 ADDRESS. REFUNDS ARE 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. FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND. LI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.” Customer may NOT cancel at any time. In addition to the statement in the refund policy, the cancellation clause is noted as follows: “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.” 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 moved. Because we offer a full refund policy, there is no possibility of cancelling the service. Refunds however are only issued subject to the customer conforming to the terms contained therein. If you notice in the refund policy, the first line reads as follows: “LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE:…” The refund policy is strict and states that refunds are offered if clients do not move. It does NOT SAY, whether the property they moved into was listed in our service. We do not make a differentiation about properties, the statement is whether or not the customer moved. The customer says they moved, so… no refund. They knew that even from the last time they registered. This is the second time they registered and used the service. Customer said: I disputed the charge through my bank, my bank had to resort to "reviewing their own records" because they were not able to contact the business even though I had provided them with the same number that was listed on the confirmation email that I received from Locators. My bank was unable to refund the charge due to "limited information." Our Response: The bank requested information about the customer transaction and we provided the details. The chargeback was reversed in our favor. 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. Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.
Customer’s Statement of the Problem: Ad ran for 30 days & updated 3 days prior to calling: $1095 3 bdr single w garage new kitchen updated bath full dinningroom large livingroom full basement. 9826924 number directed to locator advertised in my school district not listed on website. Listing...
$1095 3 bse w large deck & yard Leola quiet community custom kitchen w all major appliances washer dryer central air gas heat. Posted 30 days updated 3 days prior to calling 9826924 locators listing not on site . 11 total homes in total posted and updated 3 days prior to calling I have all written down for documentation and were not on the website all different phone numbers all routed to LOCATORS operators. Once I spoke to rep [redacted] at ex[redacted] on 7/24 & paid $185 on my Visa card he told me about the website and said I would be talking to homeowners by dinnertime. There were 5 listings 2 townhouses one hotel one not available yet all the rest were through realtors that you were required to have a credit score 600 or better and make 3 times the amount of the monthly rent which they don't tell you about! They tell you will be speaking with private homeowners. They tell you they update their listing daily & if the homeowners dont answer their phones which they keep in contact with constantly to make sure the property hasn't been rented since they advertise for free with the homeowners or the remove it immediately. One lady [redacted]. ** XXXXXXXX road Leola pa stated her rental wasn't even up for showing until mid August and she never heard of locators and did not put a advertisement with them She also required a certain income limit to rent her property. Since I paid for the website it has not had no new rentals in my school district. Company Response: Firstly, to address advertised properties, we make very clear to any caller or customer that we we speak, properties are getting rented and properties are being added. The first line in our contract states the following: “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.” Additionally, we have a boxed area in the center that discusses the advertised properties more in depth. Further, we require every client to review 6 pages of information prior to ever logging into our site to view any properties. One of those pages has that information box repeated and we also have an entire page that explains about advertised properties. We make it very very clear about advertised properties and the fact that we require that clients only go by the listings form the database because of the nature of rental properties becoming rented or deleted from our system. Simply, we cannot track any advertised property once it has been advertised. As for telling people that they will be speaking with “Private” homeowners, we tell customers that we will release everything based on the county and they can search through our listings and contact the landlords directly. It is completely untrue that we tell people that they will ONLY speak with private property owners. Our service lists properties for any landlord including real estate agents, building managers and property management companies. Our job is to place the customer in front of as many properties as they choose. The landlord she spoke of having a property not available until mid-august is true. HOWEVER… The date of availability was and is marked as available AUGUST 7, 2017! The customer may not have noticed that fact. Desired Settlement: I would like to see LOCATORS to have to stop advertising on craigslist. They advertised 2500 listings I went through & called! All but 100 listing on craigslist were directed to them & even [redacted] himself told me they run 90% of advertising for house & apartment remtals on craigslist. They are scamming individuals with false advertisment & taking a huge fee. I was told I would get a full refund for my money if I could not find a rental. However it was not made clear to me until I read it myself on the website that it won't be refunded for 90 days and not unless I write them. I want a refund immediately to my Visa for all their misleading information! The chances of someone waiting 90 days & taking the time to write them to get a refund are much less then the above mentioned. Company Response: We will continue to assist people in find rental properties and helping landlords find good tenants and part of that is to advertise and that too must continue. We have never nor will we ever “scam” anyone. Rather, we accept phone calls, discuss any questions, explain our services and make sure that every client has a chance to review our contractual agreement before any charges are captured. As for the refund, it is true that clients must use the services for 90-days before becoming eligible for a refund. Some people don’t have 90-days, many people find something in the first few days and still others need the time to find the right place. Our policy, which was known by the customer through conversation and in writing in the signed contractual Agreement, explains very clearly that refunds are only issued after the client participates and obtains/views the listings throughout the 90-day term. Had the customer not agreed with those terms, all she had to do was not sign the agreement, and the card would never have been charged, and she would have never received our services. But since she did read the terms, knew of the refund policy, was aware that refunds are never given before 90-days and that she needed to apply for a refund, then the terms were agreed to, she did understand and she did agree to the terms including the refund policy. And yes, customers must notify us if they want a refund. We don’t just issue refunds, and that too was told to the customer. None of our information is “misleading.” In fact, it is the exact opposite of misleading because it is exact, specific and clear. There is obviously some kind of misunderstanding, but we explain the services, show the customer our terms in writing and do not collect a fee until and only if the customer reads, agrees to and signs the terms of service including the refund and use policy. The services were provided exactly as described in the signed contractual agreement.
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 when he spoke with our...
representative, he felt that he would have “Large listings of rentals” but when he signed up and saw the listings, there was “Nothing special about them”At no point do our representative state the quantity, type or quality of any particular or group of properties. In fact, we state our business rule is to only give access to our database of rental properties with no promise or warranty as to quality or more specifically quantity.In this regard, there is and was no promise of how many properties were to be given as the nature of rental properties and the standard of our business prevents such a statement and it was never made.He stated that he was told that “The landlords pay to list with his company”We state that we are a free service to all landlords. Landlords do NOT pay to list their properties. In reviewing the recorded call, I found that this statement was never made. Rather, the representative mentioned that Landlords do NOT pay to list with our company, but rather come to us because they know that our clients pay a fee, which makes them more serious and knowledgeable about the property and thus, to each landlord.We also state that some landlords (and we indicate which do) participate in our “Rent reduction program” wherein some landlords will reduce the amount of the 1st month rent to the tenant if they are with our company.It was never said that “Landlords pay to list with our company.”He mentions that Landlords did not know of our company, then our representative laughed saying we already have his money.As a completely free service to landlords, we do not have any contract. When they list with us, it may or may not be exclusive and landlords are free to list elsewhere. Many don’t, but they are under no obligation. Sometimes, since we call and ask questions, they give answers and may not recall us calling and asking.Frankly, it is not important that a landlord remember us or not. Our job is to provide access to listings of rental properties as stated in the signed contractual agreement.Our “Job” is to get the tenant in front of landlords and based on what this person said, we clearly did that. The landlord had a rental available and the client had enough interest to contact that landlord. Whether or not the landlord(s) remembered our “free service” or not, is not our concern. Our concern is that the tenant meet the landlord. I hope Mr. Bennett rented the property from the landlord. That’s what matters. To complain that a landlord didn’t remember talking to us is not a valid complaint because obviously we cant control what a particular person remembers or not. This complaint is case in point. While this customer may remember one thing, the recording recalls something VERY different.The customer states they were old and not up to dateAL of the listings have the date of availability and as soon as the landlord tells us its rented, we immediately remove the listings. IF however, as we discussed above, the landlord “forgets” that they listed with us, we automatically remove any and every listing after a short period of no contact to avoid properties being left on while being rented.But it can happen if nobody tells us the property got rented. If however, the customer notified us, we would have done the research, contacted the landlords “REMINDED” them of who we are and removed or updated the listing. But the customer never told us the data, therefore… If we don’t know of a mistake, we can’t fix it!In our contract, we have the following statement:“ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.”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. Sincerely,Locators, Inc.