Locator News, Incorporated

Locator News, IncorporatedCase #: [redacted] Consumer Info: [redacted] [redacted] *** Lancaster , PA [redacted] @ [redacted] .comBusiness Info:Locator News, Incorporated [redacted] Philadelphia, PA ***www.weneedtomove.comDate Filed: 8/7/12:00:AMNature of the Complaint: Refund / Exchange IssuesConsumer’s Original Complaint:I was seeking to move and called a housing add on [redacted] The sales rep said thy offer apartment listings for a feeI told him I was specifically looking for list that allow pets and max rent at $he made it sound accommodating so I asked for he business name and address as it appears on the bill receipt so I could [redacted] search and Revdex.com search it before handing out my credit card infoI was told a different name and addressIt came up clean with good reviewsSo I made the purchaseLess than an hour later I called them back and left a message on customer service, because after I signed in and printed the list to my dismay 2/of the list was for apartments listed as pets not allowed, pus there were apartments on the list up to $for rentThe lady at customer service called back and told me that they could change the rent max amount in increments of $only and that she could change it to $max rent (a week later and this was still not done) , but that they can not refine searches based off pet needs(even though thats how the sales rep made it sound)So I demanded a refund less than one hour after purchaseI was told by lady that she does not have the authority to do oneSo I requested to speak to someone who doesI was told I would be called backThe next day a man called me and after I told him the service was not what I thought I was paying for he stated me his return policy, I insisted on a refund since it was not what I thought I would be purchasing, he told me that he does not have the authority to do soI asked to speak to someone who does and was told that person was out of the office for the day but would call me backThree days later and no call back from the company I called my credit card company to fie a merchant dispute since it had been days since the purchase and refund demand with no refund or contact back about resolutionwhat shady business practice to make a product sound to be what it's not and also lying about the address and business name as it appears on charge card invoicesshame on those people.Consumer’s Desired Resolution:I am demanding a full refund of $to the credit card it was charged onBusiness replyWhen each customer contacts us and decides to use the service, we go over the search criteria in great detail and make it very clear about the rental price, county search and bedrooms.We never lie about business addresses or anything else.In this case the customer was fully refunded, but what they are saying is not trueAgain, the customer was refunded in full

Honestly, we have addressed this complaint many times and our version cannot changeThe issue of the phone number is a number that HER bank gave herWe are not responsible for that.I reviewed the phone call and she was never told that she was speaking with a landlordShe was told however that we are a service that provides listings so she can contact landlords directlyThe she was sent a cop[y of a contract which was our terms of servicePlease be aware that the very first paragraph states this:“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON SEPTEMBER 5, AND IS TO BE USED EXCLUSIVELY BY MEI 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.This is a very clear statement that clarifies that yes she was told and she did know we are a serviceShe was not under an impression that we were the landlordsIn the initial response we gave a VERY detailed response to each of the customer’s issuesOn several issues she was not telling the truth.For example she said “The number under add was a [redacted] right next to the picture of the house for rent and address of the house for rentAnd when I called the number specifically asking for that particular house for rent,” Our answer was “Firstly, we do not use pictures of housesWe do not use picturesShe is wrongSecondly, we NEVER and have never used ANY address of ANY house in any ad EVER.” While we certainly understand that the customer is not happy, but she was never mislead about anything everShe signed a contract and all issues always have to come back to the contractWe also participated in the contractual agreement and we too must abide by the contractThe customer is asking for a refund and again for the third time we have to say exactly what is quoted in the agreement: “REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVEFINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND.THERE ARE NO CANCELLATIONSNO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUNDThere is only so much we can do about this kind of issue and clearly we are at an impasseThe customer was not mislead regardless of what she saysHer recollection of the events as they happened are not an accurate depiction as compared to the true events as they really happened.We explained the services to her.We gave her a written description of our servicesThat contract explained what we do and what we do not do.The contract defines her required action and the company’s obligations to provide the services.It explains exactly what the services are.The no cancellation clause and the full refund policy In short, we did everything any company could do to expose our service to her so she would know completely what our services wereWe did that.A refund at this time is not possible.There is nothing further we are able to do for the customer except continue to provide the services she paid for

To whom it may concern,Please forgive this late responseThe delay was certainly unavoidable and the lateness of the reply does not reflect the diligent responses over the MANY years we have been working with The BureauAccordingly, please accept the following letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by [redacted] ***Below, please find a detailed response to the complainant’s issuesWhile we understand that the complainants letter begins with “My wife and I were having a hard time finding a place to rent.” We want to begin by stating that we are in the business of “Helping people find places to live.”To clarify, that is to say that we are not in business to “FIND” people places to live, but rather the “HELP themThe choice is up to the tenant and we have no control over the quantity nor particular quality of any particular landlord or listingHaving said that, the customer states they found us on craigslist which is one of the places that we post advertisements [redacted] states that we told him we “could not discuss properties listed until we had signed their policy agreement.” Which is not quite accurateWe state that because of the nature of rental properties and our business model, we will not allow a person to register for our service based on one particular listing simply because we are not the landlordWe do however explain that when they register with our company, we release all the properties we have based on a particular search criterion decided with the customer and defined in writing as well on the signed contractual agreement which explains the details and terms and conditions of the serviceAll customers review and sign that document before any fees are collectedAlthough [redacted] expresses that he felt rushed through the process, please understand that there is no way to rush anyone over the phone, and further after the initial phone call, a document was sent to him.At that time he received the document which is our contractual agreement and contained the terms and conditions set forth thereinThen he at his own time and choice reviewed the document, agreed to the terms and conditions and then did affix his signature thereupon, thereby indicating to us his understanding and willingness to participate and also that he gave his permission for our company to charge his credit card the fees for our serviceThis is the procedure with every customer including the complainantThe customer then logged into our system after reviewing other pages of helpful tips and instructions and then viewed the first set of properties that fell within his search criterion of all rental properties within the Sussex County area of Delaware that were at least bedrooms or larger and fell within a price range of between $to $1,That was on February 2nd, at 7:50:15PMThen the only other time he obtained any new property listings was 4-days later on February 6th, He states in the complaint that “We utilized the service for several occasions, finding only one listing in our area that was a dead-end lead.” When he says several, he meant Only timesIn totalThe service that he signed up for was a 90-day service and clients are encouraged to obtain new property listings a minimum of three times per calendar weekHe viewed the listings two times only throughout the 90-day termThat means that while we were doing what he paid us for (obtaining property information) he was not even looking at them thereby restricting himself and making his chances of finding a rental less than had he utilized the services as agreedHowever, even if clients use the service as described, still we cannot guarantee that a client WILL find a satisfactory rental and move, we offer a Full Refund Policy which says that if a client does not move into a satisfactory rental unit with those first 90-days, we offer a full refund policy.That is written in the agreement as wellAs the customer stated in the complaint and as he stated to us on March 31st, “We explained that we had found another place through different means and had moved.”The refund policy is offered to clients that use the service and do not moveIn this case, the client did NOT use the service throughout the 90-day term and DID move.So he was told that on the telephoneAlso, he never submitted a request for a refund in writing as the contractual agreement states he mustAccordingly, [redacted] is not eligible for a refund at this time, simply because the established and agreed upon terms contained in the refund policy make it so.Accordingly, [redacted] was right when he stated “we were informed that we were disqualified for a refund due to breaking the policy by finding a place of our own outside of Locators.” We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreementIn summary...The customer contacted our company.We have provided services exactly as described in our policy agreement.The customer knew of the refund policy and the terms of use, but was not eligible for a refund per those terms.Therefore we request that you mark this file as a resolution and ask that you please note our file accordinglySincerely,Locators, Inc

To whom it may concern, Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by [redacted] Below, please find a detailed response to the complainant’s issues [redacted] joined our service to assist her in finding a rental property to live inShe did so on July 28th The following day, we received a phone call from her wherein she mentioned that she wanted to cancel the service and get a refund Our representative explained to her that we do not allow for cancellations as noted in the contractual agreement, but rather offer clients a full refund policy if they do not move after using the service for 90-daysWe also explained that there is a recorded statement regarding refund and the refund policyShe was transferred to that extension The recording states that this is a recorded message only After the conclusion of this message please hang up.” And then it explains the refund policy Additionally, the entire refund policy is given to the client BEFORE the services are offered and before payment is finalized The customer must read the agreement, and if they agree to participate according to the terms and conditions, they must then affix there signature thereupon, thereby indicating their understanding and their willingness to participate according to the terms and conditions contained therein She did so and the services were provided to her as described in the signed contractual agreementSpecifically, we gave her access to our database of residential rental properties Then the following day we received the following threatening message from her which was delivered through our web site: 7/29/Martin, MWeb Mail received: Telephone: ###-###-#### Comments: I am not happy with the serviceI was told by Megan and your website while I was registering there is a money back guaranteeWhen I call I am put on hold after I tell them that I am looking to cancel and receive refund until I reach a recording saying there is no one there after I just spoke with someone!! What kind of business is this? I am left to assume this is a scam if my money is not refundedI will flag your all of your craigslist posts and I will report you as well as leave ratings and reviews indicating that your company is a fraud and you are looking to scam paying customers As she mentions, she was told by our representative AND the contract that we offer a full refund policyIn fact, the refund policy is very specific Additionally, when she called to ask about the refund policy, she was told the contents of the policy and additionally transferred to a recorded statement, which is where she mentions that the recording said no one is availableThat isn’t accurate, but it does say no representatives will discuss the refund as refunds are only issued per the terms contained in the signed contractual agreement She asks “What kind of business is this?” To which we respond by saying the kind of business that tells people “if you use our service and don’t move or take a place, we offer a full refund policy ” and then give the customer a full disclosure of the refund policy printed in plain language in regular font contained in the agreement and then we ask the customer to review it, sign it and return a copy to us, all before any charges are made to the customer We do all this JUST TO MAKE SURE that each customer understands what we do, what they are paying for, our refund policy, advertised properties and our cancellation clause We do all this just so every client fully understands and agrees to participate according to those termsThis client did understand the refund policy and understood that there are no cancellationsWe know this because her signature appears on the contractual agreement less than ¼ of an inch above the following words: “THERE ARE NO CANCELLATIONS.” When she says we charged $for a service that is no as described by their representative, that is completely untrue and I have reviewed the callHOWEVER, since a call cannot be faxed, this is why we put our purpose of the service in the printed agreementThere is no web site to click through We deliver a written contract to every client and have them each sign it before we ever provide any services The policy explains very clearly the purpose of our service as follows: “THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON October 26, AND IS TO BE USED EXCLUSIVELY BY MEI 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.” Simply, we sell access to our database of rental properties So it is not fair for her to say the service was not as describedIt was provided EXACTLY as described both verbally and as written tin the signed contractual agreement The customer signed up for our service which is a 90-day programA full refund will be issued to any customer that has not moved after using the services as described in the terms of the In this case, the customer may have wanted to cancel the contract, but we do not allow for cancellationsWe never have We only offer customers our full refund policy as stated in the signed contractual agreement “REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVEREFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACTFINDING A RENTAL UNIT THROUGH YOUR OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUNDLOCATORS MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREINTHERE ARE NO CANCELLATIONSNO 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.” A refund is not due the customer at this time She states that she thinks we are a scam, but we are the oppositeWe provide every bit of information to the customer before any services are providedWe speak with customersWe answer any questionWe give clients a written agreement and have the sign it and keep a copyScams don’t do thatWe are not a scam We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement In summary The customer contacted our company We have provided services exactly as described in our policy agreement A refund is not due to the customer at this time, and will only be issued if the customer conforms to the terms of the refund policyWe are bound to abide by the agreement and we therefore ask the customer to abide by it also This response has addressed and answered the complaint by way of explanation and clarification Sincerely, Locators, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]I want a refund and the service they have is not what I wanted.I saw add on [redacted] with their phone no I believe it is the add to the property listing.I wanted that property and was told by [redacted] he could help me.Well I didn't get the help for that property and that was the reason I called in the first place I'll wait after days I want my refund Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***

Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by [redacted] ***Below, please find a detailed response to the complainant’s issues The customer has several complaints and we will address them individually as follows: Complaint 1: Customer states that she believed that a search would ONLY show properties within the customers “price, rooms, bathrooms, yard, garage, and [show only] pets allowed.” The search was built in a discussion with the customer BEFORE any fees were charged and the search criterion contains ONLY County, Price and Bedroom minimumThe customer participated in the building of that query and was well aware that ONLY that criterion would be used in the search All of the other factors are MENTIONED in the details of each property so that ALL properties falling within that specific pre-defined search criteria will contain the details she mentioned BUT, we do show all the properties and indicate which will be pet friendly; number of bathrooms; yard type (fenced or not) and whether the property has a garage or off or on street parking Additionally, the customer received a printed contractual agreement the contained the search criterion at the top of the contract and further the very first paragraph states the following: “THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON JANUARY 15, AND IS TO BE USED EXCLUSIVELY BY MEI 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.” In this statement, we disclose firstly that this is a 90-day program by telling the customer exactly when the policy term expiresSecondly, we state that customers are not buying the service to gain information on any particular property whether advertised or not and lastly we state that clients will ONLY receive information fitting the criteria set forth at the top of the contractual agreement Complaint 2: The customer states “several landlords I contacted had negative things to say about this business and wondered why their properties were even listed on the locators’ site.” Firstly, we cannot control what people say about our company that has been providing rental information to customers for many decades Because we obtain information from a variety of sources, and because we are also a free service to all landlords, our only concern is giving the prospective tenant the ability to meet with landlords to secure rentalsFrankly, whether a landlord remembers dealing with our company does not concern us corporately because again, our only concern is making landlords available to prospective tenants Complaint 3: The customer states “although I did not sign anything.” The reality is that she did sign the contractual agreement which did and does contain the terms of service and the full refund policy as well In fact, the customer is never provided services until and only if they affix their signature to the contractual agreement which also serves as a receipt She signed and returned a copy of the agreement to us on October 17th at 2:33pmWe maintain a signed copy in our offices Complaint 4: The customer states “The refund policy was not explained to me prior to paying or registering with this company.” The fact is again, that the refund policy was given to the customer in the contractual agreement and the customer had access to it and signed the document directly under the following statement: “BY MY SIGNATURE BELOW, I ACKNOWLEDGE THAT I HAVE READ AND UNDERSTAND THIS AGREEMENT, AND I AGREE TO PARTICIPATE ACCORDING TO THE TERMS AND CONDITIONS HEREINI FURTHER AUTHORIZE LOCATORS INCTO CHARGE MY CREDIT CARD(S) THE AMOUNT OF $185.00, PAYABLE TOWARD MY SUBSCRIPTION SERVICEI AGREE TO PAY THIS TOTAL AMOUNT ACCORDING TO THE CARD ISSUER AGREEMENT (MERCHANT AGREEMENT IF CREDIT VOUCHER)THERE ARE NO CANCELLATIONS.” The fact that she was told of the refund policy, the term of service, the fact that we do not allow for cancellations, that information is obtained from a variety of sources in writing AND she affixed her signature on the agreement indicates to us that she knew of and agreed to the terms and conditions contained therein and by her signature thereupon, indicated to all that she not only agree to the terms but that she did read and did agree to those terms and agreed to pay for the service Complaint 5: Mentioning that she did not have a printer is not an issue in this case because there are requirements that in order to obtain a refund, clients must view the listings throughout the 90-day termIn her particular case, she only viewed (obtained) the listings on October 17th & 18th so printing the listings is mootShe has only obtained the listings two times, which is less that the contract requires in order to obtain a refund Accordingly a refund will not be issued at this time as it is contrary to the contractual agreement which the customer did understand, agree to and sign “ prior to paying or registering with this company.” We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreementIn this instance, she has not participated in the program for the entirety of the 90-days and she has also not obtained the listings as required As stated in the signed agreement, refunds however are only considered AFTER 90-days AND providing that clients have not moved AND have obtained the listings as directed She states she HAS moved Accordingly, firstly and most importantly since refunds are only given to clients that have NOT moved, (and she did) she is ineligible for a refund Her policy expires on January 15, so she is not eligible for a refund UNTIL that time, HOWEVER, because she has moved, she is not eligible for a refund at this time Refunds are only issued per the terms contained in the signed contractual agreement and since she has only obtained the listings fewer than the required times, she is not eligible for a refund In summaryThe customer contacted our company We have provided services exactly as described in our policy agreement The customer was aware of all the terms and conditions The fact that a landlord did not know of, did not remember or was unaware of our service is not a reason for a refund A refund at this time is contrary to the agreed upon terms contained in the signed contractual agreement and accordingly, a refund will not be issued at this time

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:This company is a skamIt is ridiculousIt seems to me that this business informs their employees to sell the fact that they will find a rental or they will get their money back but don't fully explain the contractWhen I signed the contract I asked the employee Stuart, if I do not find a place how will the refund policy workHe stated as long as you access the website times a week there wouldn't be a problem which is what I didThen I spoke to a Megan in regards to a refund and she informs me I need to mail the listing with proof stating that I still live in the same place and a letter requesting a refundWe are talking over pages that I am supposed to be mailing to them and paid for postage since they will not be doing this or reimbursing youI mail several listing with proof and now they claim they never received itThis is so unbelievableNot only was I scam because I told the representative I had a pitbull and are they sure I will be able to find a rental and he stated "yes I am completely sure and guarantee." Not one of their listings would approve me due to my dog and not only that they have listings that you can find in craigslist.com and the newspaperThey are charging people for a list that you can locate for free which was very upsetting since I didn't find out until after I paid them their fee and found homes on their list that I already had found on [redacted] and The [redacted] Newspaper here in [redacted] By then it was too late to get a refundI still complied with their request hoping that I would be able to find a rental since my landlord already informed me that I will be needing to move shortly since he is selling his homeWhat's even more crazier is if you do a search for this company you will find many complaints about people who were scammed out of their refund 'guarantee' but was never able to successfully receive a refund from this companyI will be truthful after leaving several phone calls to this company about my issue I really doubt that they will be giving my money backI did this because people who work hard for their money should know about this business so they don't lose their moneyIf you like, I would be happy to email or fax you some of the listings I still have when I was using their service Regards, [redacted] ***

To whom it may concern, Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by [redacted] ***Below, please find a detailed response to the complainant’s issues Customer States: “Talked to Darren and he said that when we found a place from the list that they e-mailed us, our money would go towards a deposit“ Our representatives tell clients that “ many of the landlords that list through our company are willing to reduce the first month rent because the customer got the information through our service and we tell you which ones do.” In fact, we give great details on each property listed in our system and we have a code for the landlords that participate in the “reimbursement program.” If the landlord is willing to participate (it is not required as we do not charge landlordsThis is a voluntary program that allows the LANDLORD to entice the Tenant to rent from them because of the fee reimbursement program) in the program, they would have the code “$” in their details At no time does any person from our service ever say every landlord will do that Customer States: “He also said if we did not find a place, we would have our money refunded“ Not accurateOur reps and the written signed contractual agreement states that if you use our =service and DON’T move, we “Offer a full refund policy” Refunds are only issued per the terms of the written refund policyIf a person adheres to it and uses the service as described, they become eligible for a refundIf they do not follow the terms, they will not obtain a refund Customer States: “Most places on the list are already rented and/or required hefty deposits and background/credit checks.” We list the date of availability on each property Deposits are governed by law and not usWe report that there is one or there is not one We indicate on every property whether the landlord is running a formal credit check or notThe code “Z” means they DO run a formal credit check and the code “NZ” means they do NOT require a formal credit check Customer States: “When we tried to complain to the support line, we left a message & Megan was to call me back.” We try to return each and every messageSometimes however, we are unable to do that in a timely manner, but we try real hardIn this case, the communication had with [redacted] was as follows: 9/11/2014: A woman called and said she wanted to cancelWe told her that we do not allow for cancellations, but rather only offer a full refund policy after 90-days of clients don’t move 9/17/2014: we received an email "I would like my dollars back I didn't fine anything using your services so I would like my money back." We sent a reply email explaining the refund policy per the terms of the signed contractual agreement 9/17/2014: We returned a call to man that left a messageWhen we called the number it was for a hospital, so we called the number on file for pour customer and we left a message with our number 10/16/2014: We received a complaint from a State Agency on behalf of the client which we responded to and the matter was closed Customer States: “No one told me I would have to wait for my deposit ” There is no “deposit” but if [redacted] is referring to the fee he paid for our service, the 90-day term is written in great detail regarding the time period: “REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVEREFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACT.” So yes, the customer was told that it takes 90-days and not before “ nor was I told that a written letter was required to get my money back.” To that regard, please note that our refund policy says exactly that: “(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.” Again, clearly the customer was told in writing that all refunds must be submitted in writing Customer States: Talked to Darren and he said that when we found a place from the list that they e-mailed us, our money would go towards a deposit This part of the complaint was answered in the first paragraph regarding fee reimbursement programBut no, [redacted] was not told that We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy 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 Sincerely, Locators, Inc

Classification: UNCLASSIFIED Caveats: NONE I do see that in the policy it states that no refund will be issued if you do not utilize the service However, the gentleman who sold me the service over the phone said that I could get a refund even if I ended up not using the service I specifically asked that question prior to purchasing the service Due to this and the strong sell, I still am requesting a full refund Thank you ** [redacted] * [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There are no listings of houses updated The first day they sent me a list of houses of about houses which all were occupied from day one there were two houses that were added to my list which didn't even know of locators and were not availableI call locators every other day when I tell them my name and complaint they all say hold on and transfer me to an answering machineThey scammed me out of my moneyFirst of all I told [redacted] from locators that I was not looking in certain areas and that I needed to find a place within two weeks she said no problem just sign up today and we will send u listings daily She told me I would not have a problem that I would find a place in two weeks.when I call from my phone no one answers then I call fromanother number they will answer and when I state who I am and problem they transfer me to a machineI would like my money returned to me or I will have to take further legal action.I am a single mother of seven and I don't have money to give awayThanks!! Regards, [redacted] ***

The core issue of this customer’s complaint is that she mistakenly believes that she purchased our service to find information on specific propertiesUnfortunately, and we are exceedingly clear about this both verbally and in writing, we never under any circumstance register a person with our service to gain information on any advertised property We explain to each and every customer on the telephone that we are an information service and we provide information on rental property owners and managers so that clients can see all of our properties based on a pre-defined search criteria In fact, the very firsts paragraph in our contractual agreement which stipulates every detail of our service and explains what we do and do not do ”THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON JULY 9, AND IS TO BE USED EXCLUSIVELY BY MEI 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 this statement in Bold Quoted Print: "WE ARE A REFERRAL SERVICE ONLYWE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERSWE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICEOUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS." In regards to advertised properties, we place the following statement in the middle of our contract surrounded by a box to draw attention to it as follows: BECAUSE OF ADVERTISING DEADLINES AND OR THE CONSTANT REVISION OF LOCATORS LISTINGS, PARTICULAR PROPERTIES THAT APPEARED IN ANY ADVERTISEMENTS MAY NOT APPEAR IN LOCATORS LISTINGSTHEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIATHEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSONYOU MUST REFER TO YOUR CURRENT LISTINGS ONLYIn very specific detail, we never allow any person to register and use our service based on any advertised property because as we speak with prospective clients, properties are being added and properties are becoming rentedAccordingly, we provide a service to our clients including [redacted] which is simply, access to our database of rental property information so they may contact landlords of their choosing to arrange their own terms to rent from prospective landlords The contract she signed states in writing that if she does not move after using our service, we offer a full refund policy [redacted] has a copy of the agreement that she read, understood, agreed to and signed on April 10, at 9:25:19AM from her IP address of [redacted] [redacted] ’s policy term does not expire until July 9, so a refund at this juncture is not allowed and cannot be issued based solely on the terms of the written refund policy [redacted] writes: “Well, I paid the $and looked at the listing...NONE of the listings that were on [redacted] were on the list.” As stated, she did not pay to “Look at the listing” She paid to gain access to our property search system “When I called back to ask about it, I was given the run around She was not given a “run around” She was told that our refund policy is only for people that have not moved after using the service for 90-daysShe did not get a “Run Around.” She was told she was not eligible for a refund “I paid for a service in which I thought I was getting access to information I needed.” She received the service that she paid forWe know what she paid for because the written, signed contractual agreement explicitly defines what she paid forAny statement to the contrary is incorrect “They still have the listings on [redacted] “ CorrectWe do “This was information and they are not helping find any apartments“ The information she received by using the service is not and was not falseWe supplied her with details and contact information for landlords with rentalsThis is exactly what she paid for, as mentioned above and in the first paragraph of the contract”I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” “Then they make up stuff you need to do in order to get a refund.” Nothing is “Made Up.” The terms of the refund policy are clear, simple and in writingShe read them, understood them and agreed to participate according to themProof of that is her signature on the termsIn this complaint, the customer states she paid for something that she didn’t getThe reality is that she got exactly what she paid forThere was nothing about the understanding from our perspective and the understanding of the written termsWe provided the services exactly as describedA refund at this date is not possible

To whom it may concern, Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by [redacted] ***Below, please find a detailed response to the complainant’s issues In this case, the customer states “WHEN ENROLLING I ASKED THE CUSTOMER SERVICE REP IF I MOVED TO A DIFFERENT PLACE NOT ON THE LIST PROVIDED WOULD I BE ENTITLED TO A REFUND HE STATED YES BUT AFTER DAYS.” This information is never told to anyone as it is not the refund policy we have To further clarify this data, please note that every customer receives and must review, agree to and sign a copy of our terms of service which is our contractual agreement which includes our full refund policy This customer did access the listings throughout the month of February, but insofar as refunds, our policy is very clearIt is in writing and the customer retained a copy of the terms because an email containing a copy of the e-signed contract was sent to her the day she joined our service Unfortunately, the terms of the signed contractual agreement prohibit a refund from being issues if she has moved The terms do not specify WHICH property is being moved into Rather the statement is 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: (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 ABOVEREFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACTFINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUNDLI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN The refund policy states that we offer a refund to clients that HAVE NOT MOVED providing they have used our service as described for the entire 90-days“FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND.” In this case, based on the customer statement, they have already moved and accordingly, a refund cannot be processed at this time because of that reason and also because refunds may not be processed before the expiration of the 90-day term We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy 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

Over the phone, James indicated that they operate in "quick moves" and have several homes available for rentThe home that I saw on Craigslist was a single family ranch home for $a monthThe "service" provided after a fee of $185, was a text dense list of homes that would link to Zillow or other real estate agenciesIt was very difficult to work throughThey are scammers and use the "fine print" to cheat youThe guy was a smooth talkerbut provided NO SERVICE!!! Completely RIDICULOUS!!!

The customer states that she did not get a refund because she requested the refund before the expiration of the 90-day termThat is accurate in partRefunds are issued only after the expiration of the 90-day termShe applied for a refund on April 14th which is days earlyA letter was sent to her explaining to her why the refund was denied Also, we do in fact ask that the client actually obtain the listingsThat way, we feel confident that they will in fact find a rental propertyIn her case, [redacted] obtained the listings on February 24th, and 27th, March 10th & 28th and in April, she obtained the listings on the 8thAs mentioned, we received her request for a refund on the 14th of April The customer clearly feels as though she need not conform to the terms in the refund policy, but we do not have any idea whether the customer movesAccordingly, we ask for proof of current address She did not include proof of address We do not know if a customer moves into a landlord’s property because we do not require the landlord to tell us one of our clients moved into their property The customer is required simply to include proof of current addressJust because she wrote the address on the return envelope does not therefore mean that her address is as she statedWe require proof, but she did not provide it In closing, her refund request was denied because she applied before the 90-day term was expiredAlso, she did not obtain the listings as required and further she did not supply proof of current address as required Our fax numbers workAll the time, every dayWe use a fax service and it is not dependent on anything locallyThe fax numbers work 100% of the time We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement In summary The customer contacted our company We have provided services exactly as described in our policy agreement The customer was not qualified for a refund, and accordingly, one was not issuedA letter was sent to her explaining the exact reasons for the denial

Full of "poo"Um okay, Thank you Revdex.com after responses this is what we getWe provided exacting case description proving that the customer was already refunded by the bank.Additionally, we provided detailed information to the Revdex.com regarding refunds, terms of service and the fact that all of the said terms were disclosed to the customerAs previously stated, we have no other available action as the customer has already been refunded!!!!!I cant say it any other way.The former customer has offered no proof, but we submitted proof that the customer was refunded

Customer’s Statement: I called this company in February of this year, because I was looking to move into a larger home and was having trouble locating one on my ownI paid over $and was guaranteed to find a home (through the company) or my money would be returned Company Response: The statement is falseThe written guarantee states that we offer a full refund to clients that have not moved after using our services for 90-daysIt does ever “guaranteed to find a home (through the company) or my money would be returned.” Firstly, no person or company can guarantee another person will moveAccordingly, we give a written guarantee that the client read and agreed to that states our refund policy is for clients that HAVE NOT MOVED, firstly, and secondly have used the services as described throughout the entire 90-day term Customer’s Statement: The day I received my linformation, I started calling landlords who listed properties I could affordImmediately I ran into problemsThose problems included issues like the landlord didn't actually own the home, disconnected numbers, the houses were already rented, etcI called one landlord by the name of "MrsR [redacted] " and was advised that the home I was calling to inquire about had already been rented the month priorI then called "Locators" and filed a complaintThe woman who I spoke to took my information and said someone would call meI then continued to dial telephone numbers hoping I'd find a home for my children and INo one from locators ever returned my call, so about a week later I called againThis time I was transferred a few times, and forced to leave voicemail'sI became frustrated and felt as though I'd been scammed, so I called demanding my money backI was then advised that they couldn't guarantee that all the info was up to date sine the landlords are required to update them and that if I wanted my money back I would need to use them until at least May, Company Response: The customer signed up for our services on February 18, The 90-day term would expire on May 18, Refund request are not considered before the expiration of the 90-day term and the written contractual agreement states that very clearlyWe give weeks to have clients submit a request for a refund after the expiration date of the termThat date for her would have been June 2, On March 9th, we received a voicemail from her and returned her callWe called ###-###-#### and left a messageOn March 23rd we received a request for a refund from herOn March 24th we returned a call to discuss her message and we were unable to reach herWe again left a voicemailOn April 14th we received notice from her bank that she had placed a chargeback on the transaction which makes the bank immediately reverse the payment from us until we replyHowever, after our reply, the bank never reversed the chargebackThat means that this customer has used our service and ALREADY GOT A REFUND THROUGH HER CREDIT CARD COMPANY Customer’s Statement: The problem with that is by now I'd found a home and had already moved in! When I called and notified them of this, whomever answered the line advised that since I'd found a home they weren't required to refund my moneyI explained all the issues I had finding properties with their company and was again advised that it wasn't their problemI filed a complaint with the bank, but Locators told them that I had found a home using their service (that's a huge lie) so they weren't required to refund any of the funds they'd taken I told the bank that was a lie, but they informed me that they had exhausted what resources they had and to file suit against them Company Response: Our refund policy is set up to (as stated earlier) offer clients who have not moved after using our services throughout the 90-day term a refundRefunds are offered to clients only if they have used the service throughout the 90-day term as described and have not movedIf a customer moves, they are not eligible for a refundThis person moved, so they are not eligible for a refund The refund does not say (DOES NOT SAY) if clients do not find a rent through our serviceNeither do any of our employees say thatWe all say “The service is guaranteedIf you have don’t move or take a place, we offer a full refund policy.” Plus, they already got their money back! This is fraud on the customer part Additionally, we also have a statement in our contract that says “Errors brought to our attention shall be corrected.” If the customer told us the phone number of the property she mentioned, we would have made any corrections necessary as we always doSometimes landlords may tell us to keep their property as available until they tell us it’s rentedBut if we know it’s rented, we remove it immediately Desired Outcome/Settlement: I would like to be refunded my full $I also want to warn other consumers, so they don't make the mistake I did and use LocatorsThey have moved several times and always seem to have a different telephone number when I [redacted] themThis company is definitely a scam! Company Response: Our refund policy is set up to (as stated earlier) offer clients who have not moved after using our servicesFirstly, she movedShe is not eligible for a refundSecondly and most importantly, SHE ALREADY GOT HER MONEY REGARDLESS OF WHAT SHE SAIDTHE CHARGEBACK TOOK THE MONEY FROM US AND GAVE IT TO HER ON APRIL 14th 2016!’ We are the opposite of a scam! We talk to customersWe allow them the ability to see the contract before any fees are takenThis customer reviewed the contract terms and agreed to them and then signed the contractA copy was sent to her as well We even have a recorded line that customers can call and she knew that number because that number is on page of required reading pages that we FORCE every client to read before they ever even get to their home page Our phone numbers always work hours every dayWe have not moved sine this customer has registeredShe is mistaken on both issuesWarning other people is not necessary because there is nothing to warn them aboutOur refund policy is clearWe offer a money back guarantee of client have not moved within the initial 90-day term and have used the service as described So what would the warning be? Don’t use this company because they give you a written contract and stand by it? We provided our services to this customer exactly as describedShe used the service and accessed the listings on February 18th, 19th, 22th, 23rd, 25th, 26th and 29thThen in March she accessed the listings on the 3rd, 4th, 8th, 9th, 14th, 16th, 21st, 23rd, 25th, 29th and 31stThen on April 14th the bank gave her the money back and took it from usShe is not our customer because we have not been paid This customer got her money back and now she is filing as complaint with the Revdex.com and she is calling us a scam which is not accurate

Date Filed: 4/24/1:31:PMNature of the Complaint: Refund / Exchange IssuesConsumer’s Original Complaint:I was in the search of a house and looking forward to moving within the next monthI let their customer service rep know this, as well as my cousin [redacted] because I work during their business hours and she was handling arrangements for meThe customer service representative informed both of us that the fee of was for the listing of properties and that landlords would reimburse me once moved in and I had days to find something or I was eligible for a refundHowever their property list was limited and all property landlords had no affiliation with this site and now they refuse to answer the phone to dispute this matter.Consumer’s Desired Resolution:I just want my refund so I can use that money towards my new home Business response:When the customer originally contacted our company to obtain our help, the services were explained in great detailSo much so, that the customer wanted to pay for and use the services.With this customer as we do ALL customers, we presented a complete disclosure of our terms of service.The customer mentions that they believed that landlords would reimburse our fee to them.The way our service works is that it is a free service to all landlordsWe have an option for landlords that they are willing to reduce the tenants 1st month rent by the amount of our service just because they came through our service.We indicate on each property which landlords will and which do not participate in that program.Like every rental property, the database changes regularly, so the number of landlords that participate in that program may also fluctuate.However, at no time do we even state or even insinuate that ALL landlords participate in that program as it is completely voluntary.Having said that, we offer a 90-day program and this customer signed up on April 10, and contacted us on the next day when she complained that she only got one page of propertiesTypically, one page consists of listings.After that, they logged in and viewed the listings only more times(in total)The complaint from this customer is that not every landlord would reduce their first month leasePerhaps some did, perhaps not.The service that they paid for was to gain access to our database of rental propertiesThis is the service they receivedWe make no promises as to the quality, quantity or amenities of any property or landlord whatsoever.To the contrary, we have specific language in our contract that states clearly that we rely on the information given to us by the landlords and we state in the first sentence that the customer is not buying this service for “ any particular property 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.”That is the service this customer receivedAdditionally, we offer a full refund to clients that use the service as directed and have not moved during the 90-days.On July 7, 2015, the customer called in and asked about a refundThey were told at that time that they would not qualify for a refund because they stopped using the service after those times accessing the listings.That was the last we heard from the client until this complaint.We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement.In summary...• The customer contacted our company.• We have provided services exactly as described in our policy agreement.• The customer did not continue to obtain the listings as required in order to obtain a refund and based solely on the terms contained in the signed contractual agreement the customer was not and is not now eligible for a refund.Kind regards,Locators Customer Support

I found SEVERAL listings for apartments on [redacted] When I contacted the phone number it was to this company I was told that if I pay $it would give me access to all the rentals in the area that I am looking for Well, I paid the $and looked at the listing...NONE of the listings that were on [redacted] were on the list When I called back to ask about it, I was given the run around and the guy Jim was rude I paid for a service in which I thought I was getting access to information I needed They still have the listings on [redacted] This was information and they are not helping find any apartments Then they make up stuff you need to do in order to get a refund

When [redacted] received the services, she obtained a copy of the contractual agreement which she signed and retainedIn that agreement, was the refund policy which contained the refund procedures Refunds are only issued per the terms of that agreementThe refund must be submitted in writing We never received any request for a refund from [redacted] *** She joined our service on February 25, The 90-day service expired on May 26, We allow two weeks after the expiration of the term to submit the refund requestThat date was June 10, As mentioned we have never receive any written request for a refund from herAccordingly a refund was never processed Now the date to apply for a refund has passed We can offer the customer some more time using our service, but a refund at this time is contrary to the written agreement Should [redacted] desire more time, we can allow her 30-days at no cost to herShe may call our office and the notes in her file will reflect this letter We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy 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

Please find this response to the customer complaint as "our side" of the complaint which is being filed by [redacted] Firstly, she was never misleadShe began contacting us to find out about our service on July 10, Then she called many times to talk with usIt seemed that she really like talking with usShe called our office on 3/22/7/10/2015, 11/5/2015, 11/9/2015, 11/17/2015, 11/18/2015, 11/19/2015, 3/17/2016, 3/22/and then on March 23rd she decided to join our service The reason I say this is because she had discussions about our service with multiple reps over a very long period of timeIn addition to all these conversations, we also presented her with written documentation of how our service works She was very very well informed about the service, what we do and what we do not doShe was also well aware of our full refund policy and pour no cancellation clause In the complaint she states “ When I spoke with an employee of this company the reassured me that normally within days of paying for the service you find a property that is matching to your criteria.” You should be aware that our contract actually states the following in “BOLD QUOTED” text: “WE ARE A REFERRAL SERVICE ONLYWE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERSWE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICEOUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS." Additionally, the first paragraph of our contract contains the following: THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON June 21, AND IS TO BE USED EXCLUSIVELY BY MEI 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 Our only purpose is to provide access to our database of rental property informationShe also said “as of today have found nothing on the website they have provided.” The next sentence states the opposite wherein she claims to have found First of all, regarding those statements, she is not being accurate as we provided her with all the rental properties in Counties: MONTGOMERY COUNTY, PA that were Bedrooms or larger provided that ALL of those were only within the rent range of $to $1,That is exactly what she received, and there were many of them while she was using the servicerWhat she PROBABLY meant was that she only decided to look at of all the properties in our system that fell within her specific criteria She states that she was unhappy with the serviceShe says “I spoke with a representative of the company in which they told me that do have a money back policyIt only will be considered after days of their service and you then have to put in writing to them and they make a decision on it.” She called our office and told us so, but when we tried to explain that the service is a 90-day program, she just said she was going to call the Revdex.comIt was very difficult to talk as she kept talking over the representative and would not let our representative speakInsofar as her mentioning the 90-days, she is rightWe do not consider refunds until the customer has used the services for 90-daysWe feel that if clients use the service regularly as defined, they will be successful in finding a rental unitIf 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 [redacted] is not qualified for a refund based solely on the terms contained in the signed contractual agreementShe stated in the complaint that she had not used the service for over a month, so she is not eligible for a refundThe services were provided exactly as describedShe may have not found a property that she liked, but she is not eligible for a refund at this time As stated above, we always hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreementIn this instance, the customer has not fulfilled the terms of the policy agreement and therefore cannot be issued a refund