Locator News, Incorporated

The complaint of [redacted] seems to stem from two places.
Firstly...

that the listings are more difficult for him to read
(even though each page has a header that explains each column) that he wanted
and secondly, he has a complaint about a particular landlord.
 
It seems that he agrees that our service worked for him because
he found a suitable rental property.
 
He does however make a
mistake in saying that “…This person was reportedly checked out by Locators and
approved as a valid, safe person to rent from; this has now been proven to be
not true.”
 
To be very clear, we do not “Check Out, or Verify a PERSON
as “Safe” or “Valid” and we fully disclose that fact in the contractual
agreement that the customer received and signed before any services were
provided. In BOLD print, we state the following to each customer:
"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."
Also in the disclosure we
state the following:
“I
UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT <u>TO
RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT</u>,
BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL
PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”
“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.”
 
Now, it is virtually IMPOSSIBLE to verify that a “Person” is
either “Safe” or “Valid” because such a declaration is subjective at best.
Therefore we do NOT represent and Landlord to a Tenant or Vice Versa.
 
As stated, Our ONLY purpose is to provide access to our
listings. We did this.
 
There is no possibility that we could be held accountable because
for whatever reason a landlord neglected to call the persons Father back.
 
In truth however, one landlord DID call them back, they ALL
MET the person and THEY made a decision based on THEIR experience to take the
action they took.
 
With their mentality, it would be our fault they used
gasoline, or if they got a flat tire on the way, it was our fault because we
should have “Verified” the street for debris.
 
This customer made a decision to negotiate and contract a
lease with a Landlord.
Any problems between the Tenant & Landlord should be
resolved between them and we are not involved.
We did not accept or pay the Deposit. We did not negotiate
the lease for either party.
 
Accordingly, the services we provided worked as described
and quite effectively I might add. While I am sorry to her that 90% of the
landlords they called (10 potential properties is actually very good) decided
not to rent to them for whatever reason, at least 10% did. And they rented one.
One of their choosing. One of their satisfaction.
If the landlord was not good, that is NOT something we have
control over.
 
This is a frivolous complaint and should be logged against
the Landlord and not the referral company.
We do speak with landlords and get all the information from
them about their rental property. Our job is simply to present the customer
with the information on the rental. Whether, if or when the tenant decides to
contact the landlord directly, all transactions or problems are between the
Tenant & The Landlord and no one else.
 
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 which was clearly brought out in
this complaint as the customer explains.
 
In summary...
The
customer contacted our company.
We
have provided services exactly as described in our policy agreement.
The customer’s
complaint is NOT ABOUT our company, but with HIS LANDLORD and should be directed
to the landlord.
 
Therefore we request that you mark this file as a resolution
and ask that you please note our file accordingly.
 
Sincerely,
Locators, Inc.

I am rejecting this response. The reason why I am rejecting this is because I know for a fact that I followed all the terms of the contract. The one and only time someone answered my call about my refund, the woman told me that I was missing one listing. It was my mistake not making copies of all the listings I had. Cause now I have no way of proving to them that I DID in fact have ALL the listings. Considering my financial situation I did not have the money to copy 145 pages. And considering I did not ask for a refund the 1st time I used this service, I know for a fact I had ALL the required listings to get a refund the 2nd time. And they did not EVER send me a letter that said I wasn't going to receive this refund. I received no communication from them at all. I know I'm entitled to this refund and I shouldn't have to fight for this.

Locator News, Incorporated
Case #: [redacted]
Consumer Info:[redacted]Allentown, PA [redacted]###-###-####[redacted].com
Business Info:Locator News, Incorporated[redacted] Philadelphia, PA...

[redacted]###-###-####Weneedtomove.comDate Filed: 8/12/2015 4:15:01 PM
Nature of the Complaint: Refund / Exchange IssuesConsumer’s Original Complaint:Paid locators the up front cost of $200 in order to view rental listings after being told that a full refund would be issued if there was no change in current address or new rental lease signed through a rental on locators listings after the 3 month expiration. The expiration came and went and for 2 to 3 months I have called, left messages, and called again at various times and days but have not been able to get through to anyone. No return calls or emails either. Simply put, no communications have been made on their end since the money transaction at the beginning of the contract. I feel as if I am being ignored now that I want my promised refund. I would like my money back so that I am not out $200.00Consumer’s Desired Resolution:A simple refund of the full $200.00 payment and an advertisement that shows this company falsely used the Revdex.com symbol to scam potential customers will suffice Business reply. The customer is correct when he states that we offer a full refund policy if clients do not move during the 90-day service.The refund policy s written in the clients signed contractual agreement. The procedure is that a customer must submit their request for a refund after the 90th day but before the 105th day.Simply, this customer never submitted a request for a refund in writing. Additionally, they signed up on February 19, 2015 and used the service. The service expired on May 20, 2015. The expiration of the ability to submit a refund request was on June 4, 2015. It should be noted that on June 24th he left a voicemail on our phone system stating that he wanted to re-register to use the service again. We returned his call, but never spoke with him.   Then on July 13th he again left a voicemail stating he would like to reregister and again we returned his call, but never spoke with him. This is the only contact we have had.Currently, the customer is not eligible for a refund as the request was never made and the 105th day has passed. Kind regards,Locators Customer Support.

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.
 
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 90
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 clear. It 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 ABOVE. REFUNDS WILL
ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS
CONTRACT. FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO
UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND. LI
MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.
 
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 away. If not, as stated in the contract, they are
encouraged to continue to access the listings until; they either find a
suitable rental or obtain a full refund providing of course that they have
fulfilled the terms of the policy agreement.
 
In summary...
The
customer contacted our company.
We
have provided services exactly as described in our policy agreement.
This response
has addressed and answered the complaint by way of explanation and
clarification.
 
Therefore we request that you mark this file as a resolution
and ask that you please note our file accordingly.

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.
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 minimum. The 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, 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.”
In this statement, we disclose firstly that this is a 90-day program by telling the customer exactly when the policy term expires. Secondly, 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 rentals. Frankly, 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 2014 at 2:33pm. We 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 HEREIN. I FURTHER AUTHORIZE LOCATORS INC. TO CHARGE MY CREDIT CARD(S) THE AMOUNT OF $185.00, PAYABLE TOWARD MY SUBSCRIPTION SERVICE. I 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 term. In her particular case, she only viewed (obtained) the listings on October 17th & 18th so printing the listings is moot. She 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 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, 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, 2015 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 summary...
The 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.

Date Filed: 4/24/2015 1:31:13 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 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.

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.
 
Properties that are advertised by our company are not
fraudulent.
We do not violate [redacted] terms of service.
 
Insofar as our company speaking about any particular property,
the signed contractual agreement states the following in the very first paragraph
of [redacted]’ Contract:
“THIS
SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON August
22, 2014 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND THAT PAYMENT TO
LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT O RECEIVE INFORMATION OF ANY
PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE
THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE
CRITERIA DESCRIBED ABOVE.”
So the 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.
 
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.”
Please note carefully the underlined section especially.
 
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.
 
In the complaint, [redacted] says “I
would like LNI to stop posting deceptive ads.  I would like LNI to follow CL Terms of Use and
remove deceptive, fraudulent, cross-posted listings to generate leads for their
services. Such as, post made to appear like local users (varied post titles,
descriptions, pictures, and phone numbers), non-existent "fake"
property descriptions. * I would like LNI to submit honest posts to CL,
advertising their services. (I think LNI also posts in this fashion in order to
avoid paying CL fees for chargeable posts). * I would like LNI to provide me a
full refund.”
 
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…
With
regard to a refund, please note the terms for refunds as the contract states:
“REFUNDS ARE ISSUED PROVIDED YOU
HAVE COMPLETED THE PROCEDURES LISTED ABOVE.”
“…LI MAKES NO WARRANTY EXPRESSED
OR IMPLIED OTHER THAN AS STATED HEREIN. THERE ARE NO CANCELLATIONS. NO OTHER
CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND.”
 
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.
There
is no wrongdoing on the part of our company
 
Sincerely,
Locators, Inc.

The core issue of this customer’s complaint is that she mistakenly believes that she purchased our service to find information on 7 specific properties. Unfortunately, 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, 2017 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.”   Additionally we have this statement in Bold Quoted Print: "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."   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 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. In 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 rented. Accordingly, 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, 2017 at 9:25:19AM from her IP address of [redacted].   [redacted]’s policy term does not expire until July 9, 2017 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 $185 and looked at the listing...NONE of the 7 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-days. She 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 for. We know what she paid for because the written, signed contractual agreement explicitly defines what she paid for. Any statement to the contrary is incorrect.  “They still have the listings on [redacted]. “                 Correct. We do.  “This was false information and they are not helping find any apartments. “ The information she received by using the service is not and was not false. We supplied her with details and contact information for landlords with rentals. This 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 writing. She read them, understood them and agreed to participate according to them. Proof of that is her signature on the terms. In this complaint, the customer states she paid for something that she didn’t get. The reality is that she got exactly what she paid for. There was nothing false about the understanding from our perspective and the understanding of the written terms. We provided the services exactly as described. A refund at this date is not possible.

[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:First, how can anyone have a 15 day process window to file a paperwork for refund.I, for one can see that many people that thought your services were great in the begin, but later regret ever trying this company's service.Second if your clients live in a apartment and were in the process to try and find a new place. And tried your service but were not able to find a new apartment thru your service. But find a apartment thru somewhere else. You would not refund because in order for the refund to happen the client has to have a bill or some paper work to show that they had not move.In which case the client loses money because they had to move. [redacted]

I do not agree with their response. They are very indignant and I have NEVER EVER lived on a [redacted]...when I signed up I was staying on [redacted] with family not my own space hence the reason that I was searching for help. This issue here isn't the fact that you only give numbers to contact landlords the fact is that I did call a landlord and he asked me how I got his number. I have to reason to lie. There are MANY complaints against this business that I learned of after the fact...but again they made it seem like there was a guarantee that I would find something thru them even with it being possible that out of all the numbers that some may not be available. AND WHAT I MEANT BY NOT USING THE SERVICE IS THAT I DIDN'T FIND A PLACE THRU THEM....APPARENTLY I WAS MISUNDERSTOOD...each of the 6 times that I accessed the listings they were the same. I thought that I was only supposed to send in one copy of a listing assuming that it provaccessed I accessed them. I have one printed from march if they want that..its the same exact listing it never changed and they are making it like im an it pr something. There is nothing malicious about me wanting to take rightful actions. I have no time to sit around and lie....this service didnt help me at all....I am staying at a pastors place and I will possibly going back to [redacted]. Calling in is not easy...the one time I got thru the manager lady was rude to me and if you roll back the tapes those liars said that WHATEVER ADDRESS YOU SIGNED UP WITH IS WHERE WE WILL SEND THE REFUND. I never read that it was a requirement to access the site 3 days a week which was stated on the denial letter. I feel like I am eligible for my refund because I didnt use the service to find a place because it didnt help is what I meant and again I thought thats what they meant by if I don't use the service you will get your refund and when I signed up thats exactly the way the representative said it to me with none of the additives. They have given misguided information from the beginning...you can see that they are off because they added an address that I NEVER lived at. All they want is money and dont care if they help anyone...the customers satisfaction is what matters. I asked for the check to be mailed to [redacted] because this is a temporary spot as well. My last landlords duplex was lost to the city which put my son and I out with nowhere to go so thats why we are moving from place to place. All I want is my refund that was promised to me if I didn't use the service to find a place. If they were clear on their end I wouldn't even be wasting time to get my point across and to get my refund back. Please help me get my refund...thank you!Complaint: [redacted]I am rejecting this response because:
Regards,
[redacted]

[redacted] joined our 90-day service on April 25, 2016. The 90th day (and end of the term) was July 24th 2016. Clients become eligible for a refund if they have not moved after using our service as described after the 90th day. The refund terms dictate that clients submit their request in writing...

after (90) days but before (105) days (August 8, 2016) from the date of the contract.   Firstly, [redacted] never submitted a written request for a refund after (90) days but before (105) days from the date of the contract.   Secondly, [redacted] contacted our office one day after he began using the service and asked us about our refund policy. He was told that customers that have not moved after using our service for 90-days become eligible for a refund only after the 90-th day and that a written request must be submitted before the 105th day.   Further he was transferred to a recorded informational line that gives detailed information about refund procedures (as a reiteration of the terms contained in the signed contractual agreement aht [redacted] did sign and retain on April 25th 2016.   Having said this, it is now 330-days since he signed up, 240-days after the expiration of the contract term and finally, it is 225-days PAST the expiration of the eligibility of the refund application period. Basically, he waited over 7 months to file this complaint, but never submitted any request for a refund to our company even though he had 105 days’ notice to prepare and submit one.   Accordingly and per the terms contained in the signed contractual agreement, [redacted] is not eligible for a refund.

Locator News, IncorporatedCase #: [redacted]
Consumer Info:[redacted] Lancaster , PA [redacted].com
Business Info:Locator News, Incorporated[redacted] Philadelphia, PA...

[redacted]www.weneedtomove.comDate Filed: 8/7/2015 12:00:00 AM
Nature 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 fee. I told him I was specifically looking for list that allow pets and max rent at $900.00 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 info. I was told a different name and address. It came up clean with good reviews. So I made the purchase. Less 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 2/3 of the list was for apartments listed as pets not allowed, pus there were apartments on the list up to $1200.00 for rent. The lady at customer service called back and told me that they could change the rent max amount in increments of $500.00 only and that she could change it to $1000.00 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 purchase. I was told by lady that she does not have the authority to do one. So I requested to speak to someone who does. I was told I would be called back. The 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 so. I asked to speak to someone who does and was told that person was out of the office for the day but would call me back. Three days later and no call back from the company I called my credit card company to fie a merchant dispute since it had been 5 days since the purchase and refund demand with no refund or contact back about resolution. what 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 invoices. shame on those people.Consumer’s Desired Resolution:I am demanding a full refund of $185.00 to the credit card it was charged on. Business reply. When 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 true. Again, the customer was refunded in full.

Enclosed you will find a letter of response from Locators,
Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues.
 
Customer complained:
I have been in and out of the hospital from the...

day I signed
up for this I am unable to even move or look for an apartment I need my refund
to pay my hospital bills
 
Our Response:
While we are sorry that our customer has been hospitalized,
our refund policy does not allow for cancellations.
Our refund policy is used for clients that have not moved
and have used the services as described throughout the 90-day term. At that
point a refund request may be submitted for processing according to the terms
contained in the signed contractual agreement.
 
However, it should be noted that on February 10, 2016, the
client’s husband called our office and told one of our representatives that his
wife didn’t get his permission to use the service and therefore wanted to know
how to get his money back. We told him that use of his credit card without his
permission could be a legal issue for theft and that he should discuss the
issue with his wife and review the terms of the contract that she paid for and
signed.
 
Additionally, she actually has used the services by logging
in and viewing the property listings on February 9th 2016 again on
March 6, 2016.
 
We sincerely wish her a speedy recovery and we can offer her
an extension of time to use the services providing we can verify her hospitalization
(Like health club memberships require a note from a physician)
 
Customer Desired
Outcome/Settlement:
I would like a full refund since I cannot use your services
Desired Settlement:
 
Company Response:
We have shown that in deed she did use the services, but we have also offered
to extend the service to help her in the future. A refund however cannot happen
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 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.

see attached contracf

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.

Review: On 7-16-13 we contacted this company because we needed to move by the first of Aug. 2013. The same day we subscribed to their service only to find out that it was not user friendly at all. I immediately called the company and explained that I found it extremely difficult to use their service due to the excessive codes, no visual images, confusing print out and just not what I had expected. I immediately requested a refund but was denied because the contract stated I had to give them 90 days. On Aug.1 2013 we purchased a home instead of renting. I submitted a written request for a refund since we did not require their services. I did not hear anything from this company or receive any correspondence so I called them on 11-18-13 and was told a letter had been sent out in Oct. but they would send another since I did not receive it. 12-12-13 I called again and finally spoke to an actual person, after repeat attempts to contact someone. I called and left messages, along with my phone number, several times and no one ever got back to me! The man I spoke to today informed me there would be no refund because "we moved". We are now out $196.00 for a service we never used, were unable to use, which we honestly attempted to articulate on more than one occasion. What is a consumer to do in a situation like this? This company did "nothing" to help us, but they took our money without any remorse or intent to satisfy their consumers needs.Desired Settlement: All we ever wanted from the first day was their understanding that we found their services not to be user friendly, number one. When that was ignored, in less than 2 weeks later after we purchased our home, we still received no compassion or understanding of our situation. They had "NO" intention of refunding our money, no matter what!!!!! ALL WE WANTED WAS A REFUND FOR SERVICES NEVER RENDERED!

Business

Response:

[redacted], mentions that our service was not “user

friendly at all.” And that she “found it extremely difficult to use their

service due to the excessive codes, no visual images, confusing print out and

just not what I had expected.”

We acknowledge that she did call our company and told us she

did not want to continue using the service and she was told that though we do

not allow for cancellations, we offer a refund policy, but only after 90-days

of using the services.

We explained that although we have details in codes, we also

supply a legend sheet to easily explain the codes, and that we also give all

details such as names, addresses and phone numbers and that she should continue

using the services because we offer the best chance at finding a rental

property.

Then, on September 22, 2013 we received a written request

for a refund. A letter was sent to her stating that the refund was denied because

it was submitted 36 days early; that the listings were not received by her as

required and that in fact she did move.

The refund policy states that refunds are only offered if

clients have not moved.

Then on November 18, 2013 we received another request for a

refund when she called in and again a letter was returned to her which

reiterated the same facts.

Unfortunately, insofar as our refund policy, it is a 90-day

policy, and also it is only for clients that move.

This customer had two issues in the complaint. The first was

she found it difficult to use (which is not a complaint we get because information

is very straight forward and clear) and because it is her opinion, we cannot

dispute that she personally found it difficult to use. Being difficult to use

however is not a reason for a refund.

Moving is a disqualification from obtaining a refund and the

written refund policy says that explicitly.

The time frame that she used to apply for a refund also was

a disqualifying factor.

She joined the service on 07/16/2013. The 90th day

was 10/14/13. Her initial application for a refund was received on 09/08/13

which was before the expiration date. Then after the expiration date we allow 2

weeks (15-days) to submit the refund request. We received the second request on

11/18/2013 which was after that 15-day window ( 10/29/2013 ). For those reasons she was denied, however the

main reason is that she moved.

While we are sorry that she found the information difficult

to use, she was simply not qualified for a refund for the reasons stated.

Though she states that we “did nothing to help us…” we were

generating property information for her. Her viewpoint is that we did nothing

for her, but in reality, she would not know how much work we actually did because

she was not obtaining the listings. Had she done that, she would have seen the

amount of work we did. Had she continued to use the service and obtain the

listings, she may have found a rental and moved into it.

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.

We did what we were paid for which is to generate property

information and give access to our database of properties to her. Unfortunately,

she was not qualified for a refund.

Insofar as compassion, we are truly sorry that she found our

service difficult to use. We try really hard to make it as user friendly as

possible. Some people get listings via fax, others by mail, others come to our

office and some on the internet. We have had this format for several decades,

and we try to make is as amicable to all people as possible. In this case, we

fell short in her opinion. Were sorry.

Sincerely,

Locators, Inc.

Review: Well, I just signed up with them today and they are nothing but a SCAM! It is hard to research them beforehand because they do not give their real company name until after you sign the policy that is emailed to you.

When I initially called, the customer service person was very friendly. We went throught the criteria of the rental property that I required. Namely, 4 bedroom single home located in either [redacted] or ** School Districts. He said no problem...we have a lot of listings meeting your criteria, although the listings will be in alpha order, not by school district. I thought that I had thoroughly asked the appropriate questions before giving my credit card number.

When I gained access to the listings, there were none that met my criteria. None were in the school districts desired. I was sent listings for row homes and apts. .. some up to 30 miles away!

I immediately disputed the payment thru my bank. I also called the company to cancel and went up the ladder asking to speak to supervisors and managers to NO avail. Apparently, because I signed an emailed policy. I contend that they did not deliver the service for which I paid. Therefore, want to cancel the service.Desired Settlement: I would like to cancel the service and my money returned.

Business

Response:

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.

Over the phone, James indicated that they operate in "quick moves" and have several homes available for rent. The home that I saw on Craigslist was a single family ranch home for $1300 a month. The "service" provided after a fee of $185, was a text dense list of homes that would link to Zillow or other real estate agencies. It was very difficult to work through. They are scammers and use the "fine print" to cheat you. The guy was a smooth talker.. but provided NO SERVICE!!! Completely RIDICULOUS!!!

Review: I was referred to this company by our current landlord. This company charged a fee of $185 and promised thousands of apartment listings in my area. After paying the fee we were only able to view three listings of apartments in four NJ counties. This company was misleading and misrepresented their product. This company is a scam. I am the only one working in my household and didn't have the money to pay for this service in the first place. After I called to get a refund of my money. We were hung up on, transferred to bogus telephone lines. When you call their company, it says the number is not in service yet if you hang up and call the company again, someone picks up. Something has to be done about this fraudulent company to stop them from stealing money from other innocent people.Desired Settlement: I am requesting a refund of $185 that my husband I were charged for this fraudulent service. It's important to note that address with the Revdex.com for this company is even fraudulent. The address I have is [redacted] PA [redacted]. The address with the Revdex.com is a [redacted] address but not the same address I have for this so called company.

Business

Response:

The number of properties that a person receives after

joining our service is never stated to any customer ever under any circumstance

ever. The reason for this is that the property availability can change minute

by minute.

Although we have thousands of properties in our database,

the search is narrowed for every customer and then, it is printed at the top of

their contractual agreement/authorization which is given to them before any

services are ever provided.

Specifically this complaint states that she was told she was

promised “Thousands of properties in her area.” That is a complete lie and a total

fabrication. It never happened. As mentioned, we have thousands of properties

in our database, but no person in our company ever states how many properties

we have at any given time and moreover we never state how many in a given area.

Rather, we explain that our services are to deliver access

to our database of rental properties only of the search printed on the

contract. In fact, the first paragraph in the contract reads as follows:

“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON JANUARY 4, 2015 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.”

Her search query was for all properties in New Jersey in the

counties of [redacted], [redacted],

[redacted], & [redacted] providing that any of those were

between $700.00 to $1,700.00 and that any of those we a 2 bedroom or larger.

That is the exact search that she received.

The number of properties that were available to her may have

been only three. As stated however, a person is not paying for any particular

quantity or quality. They pay for access to our services for 90-days and if after

using the services for those 90-days, clients have not moved, we give every

customer a full refund policy.

The company is NOT a scam. Nor was the service

misrepresented in any fashion.

She states that she called to ask about a refund which is

true.

Our notes indicate that she called into our office on

October 7th and spoke with one of our Customer Support reps.

We mentioned that we had to look up her file on the

computer, but since that rep JUST walked in the door, she was asked to wait

while the computer file was looked up. When the rep came back on the phone, the

caller had already hung up. A check of the phone records indicates that the

CALLER disconnected the call and NOT the receiver of the call. The customer

hung up.

They were not hung up on, and the “bogus” number she refers

to is a recorded VERY DETAILED recording regarding refunds. This is an informational

recording, and people are told that it is a recording only.

With regard to the phone saying the number is temporarily

unavailable, that part is true. It has been happening, but it is through no

fault of our own. The telephone company is trying to resolve the issue. Sorry,

we too wish it was not happening.

With regard to our old address at [redacted] in

[redacted], we have moved our office.

We have no control over the Revdex.com reports

as our address. The customer is given all three of our addresses for all of our

offices. But we have moved from [redacted] to our new better location in [redacted].

We moved, it happens. It doesn’t make us a fraud, a scam, it doesn’t mean were

stealing it just means we moved to a better building. Jeez!

We do not steal money.

The customer is very clearly upset because she only got

three properties in 4 counties, but when she joined, she knew she was getting

our service e and she was never told that she would GET or SEE “thousands of

rentals in her area.” That’s clearly a lie.

In closing, we still have an office in [redacted]. We also

have 2 other offices. Our phones work. The services were provided exactly as

described and there was no misrepresentation on our part and we deny such a

allegation completely and state that the complaint is unfounded and ask that it

be dismissed as such.

If the customer uses our services as described in the signed

contractual agreement, then she will become eligible for a refund after

90-days.

If she does not use the services as described or does move,

then she will not be eligible for a refund.

Our company has done nothing wrong.

Review: I signed up for a service to locate a rental property in another state. The numbers beside the names and property address is the number I called to get info on the rental. I have not received a call back from the property owners nor the customer service with Locatorsonline.com after calling the company multiple times. I do not feel asnif this company is legitimate. Can you help?Desired Settlement: $185 credited back to my card.

Business

Response:

September 29, 2014To 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.The customer simply joined our service to gain access to our database of residential rental properties, based on a pre-defined agreed upon search criteria. The customer is given contact information for landlords, property managers & agents. Should the customer like t meet with one or more of those, she contacts them directly. "WE DO NOT REPRESENT LANDLORDS" and cannot force a landlord to contact any customer any more than we can make a customer call any particular landlord.Our only purpose (as stated in the signed contractual agreement) is as follows: “I UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE."REPRODUCTION, SALE, AND ASSIGNMENT OF THE PUBLICATION(S) AND POLICY IS STRICTLY PROHIBITED AND VIOLATORS WILL BE PROSECUTED TO THE FULLEST EXTENT OF THE LAW. "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."Accordingly, we provided Our Services, and this customer obtained our listings only two times since joining our service on AUGUST 16, 2014. She obtained the initial property listings on that day and she logged into the web site the following day as well. Since then, she has not received any other listings.The Service she paid for is a 90-day term which expires on November 14, 2014.In addressing the customer complaint, simply we recommend that if a landlord has not retuned her call, she should Contact other landlords. We have been producing listings for her, but she has neglected to view them; for what reason We do not know, however her complaint in no way is controllable by us nor is it anything our company has any control over.Our company is "legitimate" and we have been helping Tenants find Landlords for over 20 years.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.