Locator News, Incorporated

With regard to the customers refund there are a few issues.
size="3">The customer never applied for a refund in writing at all.
Customer will not qualify for a refund based on the terms contained in the
signed contractual agreement. Customer only accessed the listings 15 times over
the 90-days. Specifically they accessed the listings on 2/13/2014,  2/14/2014, 2/17/2014,  2/20/2014,  2/21/2014,  2/26/2014,  2/28/2014,  3/3/2014,  3/6/2014,  3/7/2014,  3/14/2014,  3/20/2014,  4/1/2014,  4/11/2014 and lastly on 5/9/2014.
 
We do not have properties for sale only. The only kind of
property that may be related to a sale is a lease purchase wherein the landlord
offers the tenant the ability to convert rent into a down payment. But we do
not offer properties for sale. Perhaps the landlord said something other to
this customer, but the property was listed for rent through our company. We
know this because we do not list properties for sale only.
 
Anyone can understand that we are not responsible for the
actions or lack thereof of any landlord. Some people don’t keep appointments or
clear their voicemail. This is not something under our control.
 
The choice to live in a property of not is the
responsibility of the tenant. Perhaps this customer saw properties that were
not up to the standard that they would accept. That’s is why we are a 90-day
program and we do not force a customer to choose any property. Rather, the
choice is theirs.
In fact our refund says “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.”
 
If the property the customer sees is not “Satisfactory to
them, they don’t have to choose it.
 
The listings are updated as the landlords update our company.
Though the listings ARE updated, perhaps the customer may not have seen many
changes in the particular area they were interested in. That again is one
reason we offer a full refund policy to all clients.
 
The refunds policy however applies to clients that have not
moved and to clients that have used the services per the terms contained in the
signed contractual agreement. Simply, we ask that clients access the listings
throughout the 90-day term.
This customer accessed the listings less than required to obtain
a refund.
 
However, please also keep in mind that the refund must be
applied for in writing and this customer did not. Also we give clients Two
Weeks after the expiration of the contract to apply for a refund.
 
This customer’s contract expired on May 14, 2014 and we have
not received a request for a refund. Accordingly, one would not have been
issued. If a request is received before the deadline, a refund cannot be issued
because the client will not be qualified for a refund per the terms contained
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.
 
[redacted] joined our service to assist her in finding a
rental property to live in. She did so on July 28th 2014.
 
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-days. We
also explained that there is a recorded statement regarding refund and the
refund policy. She 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 agreement. Specifically, 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:
7/29/2014 Martin, M. Web Mail received:
Telephone: ###-###-####
 
Comments:
I am not happy with the service. I was told by Megan and
your website while I was registering there is a money back guarantee. When 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 refunded. I 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 policy. In 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 available. That 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 terms. This client did understand the
refund policy and understood that there are no cancellations. We 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 $185.00 for a service that is no as
described by their representative, that is completely untrue and I have reviewed
the call. HOWEVER, since a call cannot be faxed, this is why we put our purpose
of the service in the printed agreement. There 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, 2014 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND
THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR
DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE
ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED
ABOVE.”
Simply, we sell access to our database of rental properties.
 
 
So it is not fair for her to say the service was not as
described. It 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
program. A 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 cancellations. We 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 ABOVE. REFUNDS
WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF
THIS CONTRACT. FINDING A RENTAL UNIT
THROUGH YOUR OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER
REASON(S), DOES NOT JUSTIFY A REFUND. LOCATORS MAKES NO WARRANTY EXPRESSED
OR IMPLIED OTHER THAN AS STATED HEREIN. THERE
ARE NO CANCELLATIONS. NO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND.
I AM AWARE THAT THIS IS THE FULL AGREEMENT AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”
A refund is not due the customer at this time.
She states that she thinks we are a scam, but we are the
opposite. We provide every bit of information to the customer before any
services are provided. We speak with customers. We answer any question. We give
clients a written agreement and have the sign it and keep a copy. Scams don’t do
that. We are not a scam.
 
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.
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 policy. We 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.

Please find this response to the customer complaint as "our side" of the complaint which is being filed by [redacted].   Firstly, she was never mislead. She began contacting us to find out about our service on July 10, 2015. Then she called many times to talk with us. It seemed that she...

really like talking with us. She called our office on 3/22/2016 7/10/2015, 11/5/2015, 11/9/2015, 11/17/2015, 11/18/2015, 11/19/2015, 3/17/2016, 3/22/2016 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 time. In 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 do. She 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 10 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 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."   Additionally, the first paragraph of our contract contains the following: THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON June 21, 2016 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.   Our only purpose is to provide access to our database of rental property information. She 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 4.   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 3 Bedrooms or larger provided that ALL of those were only within the rent range of $600.00 to $1,600.00. That is exactly what she received, and there were many of them while she was using the servicer. What she PROBABLY meant was that she only decided to look at 4 of all the properties in our system that fell within her specific criteria.   She states that she was unhappy with the service. She says “I spoke with a representative of the company in which they told me that do have a money back policy. It only will be considered after 90 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.com. It was very difficult to talk as she kept talking over the representative and would not let our representative speak. Insofar as her mentioning the 90-days, she is right. We do not consider refunds until the customer has used the services for 90-days. We feel that if clients use the service regularly as defined, they will be successful in finding a rental unit. 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.   [redacted] is not qualified for a refund based solely on the terms contained in the signed contractual agreement. She stated in the complaint that she had not used the service for over a month, so she is not eligible for a refund. The services were provided exactly as described. She 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 away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In this instance, the customer has not fulfilled the terms of the policy agreement and therefore cannot be issued a refund.

Case #: [redacted]Consumer Info:[redacted]Dover, DE [redacted].comBusiness Info:Locator News, Incorporated[redacted]Philadelphia, PA [redacted]###-###-####Date Filed: 10/1/2015 11:31:12 AMNature of the Complaint: Advertising IssuesConsumer’s Original...

Complaint:I paid $185 for rental listings. I've looked on [redacted] and noticed they have a lot of rentals with different phone numbers linking to Locators and they are not on the list I paid for thats suppose to be updated everyday. I called and spoke with Jim he said thry out all listings on their website before [redacted] that was a complete lie. We work hard for our money and trusted this company.Consumer’s Desired Resolution:I just want my money back Business reply.The customer purchased the service to gain access to our database of rental property information. We make it abundantly clear that people are not purchasing the service with any promise that an advertised property will or will not be on the list of properties once they register. We do this because properties become available and get rented in real time and by the time a customer registers, an advertised property may no longer be available.In fact, the very first paragraph that appears in the customers signed contractual agreement reads as follows:“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON December 15, 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 clarifies right up front that the customer is paying only to gain access to our database and not any advertised property.Additionally, we have a boxed area in the middle of the contract that defines in depth the advertised property question:“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.”When the customer called to ask about an advertisement with our phone number they saw on [redacted], they were told that we do not discuss advertised properties because we do not have any way of tracking an advertised property.Simply, once a property is placed on [redacted], we do not have a way to look back in our database to see if that property is available or rented. We do not put property numbers or tracking number in the ad. Also, remember that we specifically state that we never allow a person to sign up and use the service based on a concept that if they do, they will see the advertised property. It may or may not be available by the time they sign up.Accordingly, we clearly disclaim such thing so as to be very clear. Our company never lies and we did not lie to this customer. In fact, the opposite is true as we specifically informed the customer in writing and also when they called to ask about it. Insofar as refunds are concerned, this customer signed up for our service on September 16, 2015 and the contract term will expire on December 15, 2015. The customer must follow the terms outlined in their signed contractual agreement in order to obtain a refund. Refunds however are not considered before the expiration of the 90-day term. Kind regards,Locators Customer Support

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 own. I paid over $160 and was guaranteed to find a home (through the company) or my money would be returned.   Company Response: The...

statement is false. The written guarantee states that we offer a full refund to clients that have not moved after using our services for 90-days. It 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 move. Accordingly, 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 log-in information, I started calling landlords who listed properties I could afford. Immediately I ran into problems. Those problems included issues like the landlord didn't actually own the home, disconnected numbers, the houses were already rented, etc. I called one landlord by the name of "Mrs. R[redacted]" and was advised that the home I was calling to inquire about had already been rented the month prior. I then called "Locators" and filed a complaint. The woman who I spoke to took my information and said someone would call me. I then continued to dial telephone numbers hoping I'd find a home for my children and I. No one from locators ever returned my call, so about a week later I called again. This time I was transferred a few times, and forced to leave voicemail's. I became frustrated and felt as though I'd been scammed, so I called demanding my money back. I 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, 2016.   Company Response: The customer signed up for our services on February 18, 2016. The 90-day term would expire on May 18, 2016. Refund request are not considered before the expiration of the 90-day term and the written contractual agreement states that very clearly. We give 2 weeks to have clients submit a request for a refund after the expiration date of the term. That date for her would have been June 2, 2016.   On March 9th, we received a voicemail from her and returned her call. We called ###-###-#### and left a message. On March 23rd we received a request for a refund from her. On March 24th we returned a call to discuss her message and we were unable to reach her. We again left a voicemail. On April 14th 2016 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 reply. However, after our reply, the bank never reversed the chargeback. That 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 money. I explained all the issues I had finding properties with their company and was again advised that it wasn't their problem. I 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 refund. Refunds are offered to clients only if they have used the service throughout the 90-day term as described and have not moved. If a customer moves, they are not eligible for a refund. This 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 service. Neither do any of our employees say that. We all say “The service is guaranteed. If 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 do. Sometimes landlords may tell us to keep their property as available until they tell us it’s rented. But if we know it’s rented, we remove it immediately.   Desired Outcome/Settlement: I would like to be refunded my full $169. I also want to warn other consumers, so they don't make the mistake I did and use Locators. They have moved several times and always seem to have a different telephone number when I [redacted] them. This 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 services. Firstly, she moved. She is not eligible for a refund. Secondly and most importantly, SHE ALREADY GOT HER MONEY REGARDLESS OF WHAT SHE SAID. THE 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 customers. We allow them the ability to see the contract before any fees are taken. This customer reviewed the contract terms and agreed to them and then signed the contract. A 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 5 of 6 required reading pages that we FORCE every client to read before they ever even get to their home page.   Our phone numbers always work 24 hours every day. We have not moved sine this customer has registered. She is mistaken on both issues. Warning other people is not necessary because there is nothing to warn them about. Our refund policy is clear. We 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 described. She used the service and accessed the listings on February 18th, 19th, 22th, 23rd, 25th, 26th and 29th. Then in March she accessed the listings on the 3rd, 4th, 8th, 9th, 14th, 16th, 21st, 23rd, 25th, 29th and 31st. Then on April 14th the bank gave her the money back and took it from us. She 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

This service has an ad on crags list - when I called about the property an agent named Adam informed me that this was a property rental locator that had exclusive owners (not property managers) that they provide. I questioned him thoroughly and he repeatedly told me that the properties they provide are not on the internet, crags list, property management etc. After paying $185 and getting the first list it was 90% property management companies and crags list ads we had already seen, There was nothing different on their list at all. The number I called was 717-286-0419 he gave me an ext of 250 but I was never able to get in touch with the so called Adam.
They are called Locators.
I am disputing the charge to my AMEX and told them so same day.

Case #: [redacted]
Consumer Info:[redacted]Dover, DE [redacted].com
Business Info:Locator News, Incorporated[redacted]Philadelphia, PA [redacted]###-###-####Date Filed: 10/1/2015 11:31:12...

AMNature of the Complaint: Advertising Issues
Consumer’s Original Complaint:I paid $185 for rental listings. I've looked on [redacted] and noticed they have a lot of rentals with different phone numbers linking to Locators and they are not on the list I paid for thats suppose to be updated everyday. I called and spoke with Jim he said thry out all listings on their website before [redacted] that was a complete lie. We work hard for our money and trusted this company.Consumer’s Desired Resolution:I just want my money back Business reply.The customer purchased the service to gain access to our database of rental property information. We make it abundantly clear that people are not purchasing the service with any promise that an advertised property will or will not be on the list of properties once they register. We do this because properties become available and get rented in real time and by the time a customer registers, an advertised property may no longer be available.In fact, the very first paragraph that appears in the customers signed contractual agreement reads as follows:“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON December 15, 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 clarifies right up front that the customer is paying only to gain access to our database and not any advertised property.Additionally, we have a boxed area in the middle of the contract that defines in depth the advertised property question:“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.”When the customer called to ask about an advertisement with our phone number they saw on [redacted], they were told that we do not discuss advertised properties because we do not have any way of tracking an advertised property.Simply, once a property is placed on [redacted], we do not have a way to look back in our database to see if that property is available or rented. We do not put property numbers or tracking number in the ad. Also, remember that we specifically state that we never allow a person to sign up and use the service based on a concept that if they do, they will see the advertised property. It may or may not be available by the time they sign up.Accordingly, we clearly disclaim such thing so as to be very clear. Our company never lies and we did not lie to this customer. In fact, the opposite is true as we specifically informed the customer in writing and also when they called to ask about it. Insofar as refunds are concerned, this customer signed up for our service on September 16, 2015 and the contract term will expire on December 15, 2015. The customer must follow the terms outlined in their signed contractual agreement in order to obtain a refund. Refunds however are not considered before the expiration of the 90-day term. Kind regards,Locators Customer Support

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The representative was aware we were speaking of a specific property. She did not verbalize, point out, or mention the clause quoted in LI's response during our conversation about the explicit property AND she stated, point blank, that it was still available, confirming the CL listing's "Available now" status, see copy of listing attached.
LI's reply states,
So the customer was not purchasing information on any particular property as stated. (“I was very clear to your representative that the specific "property" advertised on CL was the only reason I signed up for the LNI service.”)
That’s not how we operate.
This was not true in my case. Their representative was operating contrary to their claim and policy statements. She discussed a particular property with a complete understanding this property was only reason I was interested in purchasing their service and she did not make any attempt to clarify LI's policy but allowed me to believe that the specific property listed was available. It is only a clause in their contract, in my case it is "how they operated" in contradiction to the statement in their reply.
The above also applies to the following in their reply,
Also, to further iterate the question of advertised properties, we place in the middle of the contract an area outlined by a box which contains the following statement:
“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.”
Their representative did give information on this particular property to me over the phone. In my case, the representative operated in contradiction to this clause in the policy. She stated the property was available, confirming the CL listing's status.
In regards to LI's denial of fraudulent or deceptive ads, I would like to point out that the CL listing in my case, attached - used a local phone number, provided a google map of the location of a specific property, details of a specific property, listed the property as available, and made no mention at all of their being a fee-for-service operation.
LI's reply,
Also, the content posted in [redacted] is not: "spam; miscategorized, overposted, cross-posted, or nonlocal content"
We are not spam, we advertise properties that are in our database. Properties stay on [redacted] up to 30-days by their rules.
The advertised properties are posted in the correct section and not “miscatagorized.” Unlike some companies… we do not “over post.” And all content posted is in regard to local rentals. Which also addresses his comment about our phone numbers. We do have many phone numbers, each of them local.
and
We don’t post deceptive ads.
We follow the terms of service
We don’t have any deceptive, fraudulent or cross-posted listings
We do use different pictures and we do use different phone numbers. That’s how we advertise.
We do not post any “non-existent "fake" property descriptions”
We post honestly.
[redacted] does NOT CHARGE for posting in the real estate section so…
They are miscategorized because they are not posting in Services. They do not rent properties, they do not represent landlords, they are not offering real estate at all, they offer a service, a database of properties. If they were honest, LI should be as blatant in their ads as they are in their contract. Their representatives should be as blatant also. State upfront and plainly, they offer a service. AND state, blatantly, the property in the advertisement MAY no longer be available in their database.
Also, in this specific incident, the property advertised in the CL listing never existed, it is a complete fabrication, a "non-existent "fake" property description." Please see the attached CL listing. The property never existed. There is no property in that location, or the immediately surrounding area, that meets that description.
The LI policy states,
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.
They do not specifically state that advertised properties are real, only that they have been removed, or rented or do not match criteria. This property was not previously rented, it was not removed, it specifically matched my criteria, however, it was never in their database because it never existed. It is completely a "bait and switch" SCAM. I wish I had recorded my conversations with LI's representative. I expect her recollection of the conversation MAY be contrary to my recollection.
I must point out that their contract does not exclude the possibility the advertised property is fake. This is just another example of how they claim to operate being inconsistent with what the contract states. LI's claim of "no wrong doing" would be interesting to test in court. I would love to read the laws regarding these issues and how they would be interpreted by a court.
In summary
The property in LI's advertisement was a fabrication - a complete "fake",
The LI advertisement is dishonest and deceptive,
LI operated contrary to the claim in their reply and to their policy.
My desired outcome remains unchanged.
Please send me a full refund.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 20 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 available. I call locators every other day when I tell them my name and complaint they all say hold on and transfer me to an answering machine. They scammed me out of my money. First 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 machine. I 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 away. Thanks!!
Regards,
[redacted]

To whom it may concern,Please forgive this late response. The 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 Bureau. Accordingly, please accept the following 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. While 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 them. The choice is up to the tenant and we have no control over the quantity nor particular quality of any particular landlord or listing. Having 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 accurate. We 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 landlord. We 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 service. All customers review and sign that document before any fees are collected. Although [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 therein. Then 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 service. This is the procedure with every customer including the complainant. The customer then logged into our system after reviewing 6 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 2 bedrooms or larger and fell within a price range of between $100.00 to $1,200.00. That was on February 2nd, 2015 at 7:50:15PM. Then the only other time he obtained any new property listings was 4-days later on February 6th, 2015. 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 2. Only 2 times. In total. The 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 week. He viewed the listings two times only throughout the 90-day term. That 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 agreed. However, 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 well. As the customer stated in the complaint and as he stated to us on March 31st, 2015 “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 move. In this case, the client did NOT use the service throughout the 90-day term and DID move.So he was told that on the telephone. Also, he never submitted a request for a refund in writing as the contractual agreement states he must. Accordingly, [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 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 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 accordingly. Sincerely,Locators, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: the locator News Inc listings are all outdated listings, as we also found the listings posted by them on craigslist.org website. Furthermore, there is ways that they can track the posts they list on craigslist.org website, however Locators News Inc chooses to not to be concerned with updates of such or, following up with their clients whom have rental property & rather the clients have rented the said propert out or not.
Additional to the above information, the information listed with in the contract is not how they perform there business currently. My wife & I have used the Locators News Inc. Two times prior for locating an apartment. Over three years ago and prior we had no problems at all with the company. As a matter of fact we had located a place both times with in a week of joining. This time however, It's apparent the company has gotten to big, and they dont have the personnel in place to accomodate their clients both listing & whom are looking to rent.
Regards,
[redacted]

Full of "poo"Um okay, Thank you Revdex.com after 3 responses this is what we get. We 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 customer. As 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.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I spoke to the locators representative he assured me that properites were listed well in advance as much as 60 days and it was not odd to need properties that far in advance.  I had to give my notice to either renew my lease or terminate my lease on 10/1/14 for a date of 12/1/14.  Sixty days notice is not uncommon when you are working with rental leases.  That is the reason I stopped accessing the listings in October.  The places listed throughout my time using locators were available at the maximum of two weeks out.  I could not give 60 days notice without having another place to live.  I was unable to use the service because properties were not listed far enough in advance for me. 
I would like mediation in this case.  Below I have copied what the initial response was from Locators.  The company needs to better train its employees and look up the meaning of snide.  Locators has continued to make references to my situation without reading the details of my complaint.     
"She also mentions “No possibilities of ever using the service”, she purchased the service on August 20th 2014 and since the service lasts for 90-days, the service would continue for her until November 18, 2014. We certainly feel that telling a landlord and offering a security deposit at some point in November would secure a rental for a December 1, move in date. That however is only our speculation but it is offered to say that her statement of “No possibility of EVER being able to use the service, is not as poignant as she tries to make it."
Regards,
[redacted]

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]

A refund request was received from the customer and it did
contain all the listings that she sent in.
A letter was sent to her at the address we have on file.
A representative did explain that in fact it was only 1
listing that was not obtained.
This is not a matter of printing. We also keep
records of access and we show only 2 listings were obtained in the week of June
15th through the 21st
That is also why we request copies be submitted. There is no
possibility that she can produce 3 listings for that particular week because she
only accessed the listings twice.
Now, we understand that she did use the service diligently
and only missed one listing, but we have a refund policy that must apply to all
persons equally and that is the reason she is denied a refund.
We do not have a “close” policy. A customer either qualifies
or they do not. In this case, she is not qualified.
We did however offer her the ability to use the services again in
the future at no cost, which is the only consolation we can offer because as
stated, according to the terms of the refund policy that she agreed to, she is
not qualified.
This offer probably won’t satiate her desire for a refund in
full, but it is the only offer we can make without violating our own rules. Now, I know that must seem very nitpicky, but we
must adhere to those terms very strictly, less we ally them haphazardly or
arbitrarily which clearly would not be right. Especially when someone like The Revdex.com is scrutinizing the complaint. The offer stated is the only offer of conciliation we can make.

Unfortunately, the customer is not eligible for a refund
based on the terms of the refund policy.
 
Firstly, [redacted] states that she was told one thing about
our refund policy, but as stated in the initial response, the refund terms are
written quite clear in the contractual agreement that she received, agreed to
and signed.
 
Insofar as the listings changing or “updated daily” we
update our database in “Real Time” meaning that when a landlord contacts us and
we add and new property, edit an existing property or mark an existing property
as rented the changes are reflected to customers immediately.
 
Sometimes based on the specific query, many changes happen
regularly. Other times, based on the customer query, few changes are made. The
customer paid for access to our database of rental property information solely.
There is never any promise or statement made as to how many or where any
particular property is.
 
Rather, as stated in the signed contractual agreement:
“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.”
The Mention of “above” is where the specific search criteria
is written as agreed on the top of the contract that the customer sees, reads
and agrees to before signing the contract.
 
The contract continues and states as follows:
"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."
 
And also:
“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.”
 
In short and as stated above and in the original response,
based solely on the terms of the signed contractual agreement, this customer is
not eligible for a refund.

Enclosed you will find a letter of response from Locators,
Inc. explaining "our side" of the complaint which is being filed by Ms.
Clayton. Below, please find a detailed response to the...

complainant’s issues.
 
Though the complainant makes inference that she wanted to
give her notice to her landlord and had no plan on moving for 2-3 months in the
future, our service was explained to her verbally and in writing that our service
is a 90-day program, wherein we list properties all the way up to 90-days.
 
Additionally, we have to add that this information is
received from and by landlords. If a landlord has a property that will not be
available until 60-days from the day we listed it, then it would show that date
of availability.
 
Clearly, due to the nature and reality of the rental
industry, the vast majority of properties are available immediately.
 
Simply, the client purchased the service knowing that we
list properties as much as 90-days in advance of availability and she knew that
the service would last for 90-days.
 
She was also aware of our full refund policy.
 
With regard to her comment about printing out the listings
to qualify for a refund, in her case, printing is not an issue because the main
part of our refund policy is that the client must access the listings regularly
during the entire term.
 
She obtained the listings only on the following days:
10/9/2014, 10/6/2014, 9/30/2014, 9/22/2014, 9/19/2014, 9/18/2014,
9/17/2014, 9/16/2014, 9/15/2014, 9/10/2014, 9/8/2014, 9/2/2014, 9/1/2014, 8/30/2014,
8/28/2014, 8/27/2014, 8/26/2014, 8/25/2014,  8/23/2014, 8/21/2014, 8/20/2014.
Based on the terms contained in the signed contractual
agreement, Ms. Clayton was unable to do this and therefore was not eligible for
a refund.
 
She also mentions “No possibilities of ever using the
service”, she purchased the service on August 20th 2014 and since
the service lasts for 90-days, the service would continue for her until
November 18, 2014. We certainly feel that telling a landlord and offering a
security deposit at some point in November would secure a rental for a December
1, move in date. That however is only our speculation but it is offered to say
that her statement of “No possibility of EVER being able to use the service, is
not as poignant as she tries to make it.
 
Our opinion is that the service certainly would have worked
and she may have found a property and secured it for rent, however she stopped
looking as her own deadline approached! She simply stopped looking at the
listings after September and only two times in October, even though she had almost
a month and a half of time remaining.
 
She also states “Locators only gets their owners/landlord
information when they are ready to rent tomorrow, not when they still have 60
days left.”
This is not factual as we do get and have properties that
have future dates of availability. We do not “ONLY” get properties that are available
for rent “tomorrow.”
 
The customer was aware of the terms of use and also that we
listed properties “UP TO” 90-days in advance. At no time was she ever told that
there would be any properties with any particular dates of availability.
Moreover, it is important to note that she actually just
stopped using the service thereby negating any possibility of seeing the new
properties we obtained.
 
All said, we understand that the customer is unhappy, but
the terms of service dictate that she is not eligible for a refund at this
time.
 
We hope that the information we provide to our clients is
useful to them right away. If not, as stated in the contract, they are
encouraged to continue to access the listings until; they either find a
suitable rental or obtain a full refund providing of course that they have
fulfilled the terms of the policy agreement. In this case however, she is not
eligible for a refund.

Date Filed: 4/24/2015 1:31:13 PM
Nature 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 month. I 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 me. The customer service representative informed both of us that the fee of 185 was for the listing of properties and that landlords would reimburse me once moved in and I had 90 days to find something or I was eligible for a refund. However 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 detail. So 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 landlords. We 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, 2015 and contacted us on the next day when she complained that she only got one page of properties. Typically, one page consists of 45 listings.After that, they logged in and viewed the listings only 7 more times. (9 in total)The complaint from this customer is that not every landlord would reduce their first month lease. Perhaps some did, perhaps not.The service that they paid for was to gain access to our database of rental properties. This is the service they received. We 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 received. Additionally, 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 refund. They were told at that time that they would not qualify for a refund because they stopped using the service after those 9 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 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 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.

Locators is a scam!!! They add listings to Craig’s list to draw you in but when you pay for the service and try to find the listings you are not able to. We call about twenty rentals from their list over a week ago and have yet to receive one return phone call. They draw you in with available sounding rentals but really have nothing to offer. Save your money – stay away!