Locator News, Incorporated

Review: Locators Inc. has a money back guarantee within a 90 day trial period, I was told by the representative on the phone AND by the website during registration. However when I call to tell them I am not happy with the service and would like to cancel they put me on hold until I reach a recording that says there is no one there or they are closed, after I just spoke with someone! I've been trying all day. They have charged $185 to my debit card for a service that is not what was described to me by their representative, Megan ([redacted], ext. [redacted]).Desired Settlement: $185 refunded

Business

Response:

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.

Review: Paid $185 on 9/5/14 to get help in finding an apartment. Talked to Darren and he said that when we found a place from the list that they e-mailed us, our money would go towards a deposit. He also said if we did not find a place, we would have our money refunded. Most places on the list are already rented and/or required hefty deposits and background/credit checks. When we tried to complain to the support line, we left a message & Megan was to call me back. No one told me I would have to wait for my deposit nor was I told that a written letter was required to get my money back.Desired Settlement: Deposit refunded.

Business

Response:

To whom it may concern,

Enclosed you will find a letter of response from Locators,

Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues.

Customer

States:

“Talked to Darren and

he said that when we found a place from the list that they e-mailed us, our

money would go towards a deposit. “

Our representatives tell clients that “…many

of the landlords that list through our company are willing to reduce the first

month rent because the customer got the information through our service and we

tell you which ones do.”

In

fact, we give great details on each property listed in our system and we have a

code for the landlords that participate in the “reimbursement program.”

If

the landlord is willing to participate (it is not required as we do not charge

landlords. This is a voluntary program that allows the LANDLORD to entice the

Tenant to rent from them because of the fee reimbursement program) in the

program, they would have the code “$” in their details.

At

no time does any person from our service ever say every landlord will do that.

Customer States:

“He also said if we did not find a place, we

would have our money refunded. “

Not

accurate. Our reps and the written signed contractual agreement states that if

you use our =service and DON’T move, we “Offer a full refund policy”

Refunds

are only issued per the terms of the written refund policy. If a person adheres

to it and uses the service as described, they become eligible for a refund. If

they do not follow the terms, they will not obtain a refund.

Customer States:

“Most

places on the list are already rented and/or required hefty deposits and

background/credit checks.”

We

list the date of availability on each property.

Deposits

are governed by law and not us. We report that there is one or there is not

one.

We

indicate on every property whether the landlord is running a formal credit

check or not. The code “Z” means they DO run a formal credit check and the code

“NZ” means they do NOT require a formal credit check.

Customer States:

“When we tried to complain to the support

line, we left a message & Megan was to call me back.”

We

try to return each and every message. Sometimes however, we are unable to do

that in a timely manner, but we try real hard. In this case, the communication had with [redacted] was as follows:

9/11/2014:

A woman called and said she wanted to cancel. We told her that we do not allow

for cancellations, but rather only offer a full refund policy after 90-days of

clients don’t move.

9/17/2014:

we received an email "I would like my

185.00 dollars back I didn't fine anything using your services so I would like

my money back."

We sent a reply email explaining the refund policy per the terms

of the signed contractual agreement.

9/17/2014: We returned a call to man that left a message. When we

called the number it was for a hospital, so we called the number on file for

pour customer and we left a message with our number.

10/16/2014:

We received a complaint from a State Agency on behalf of the client which we responded

to and the matter was closed.

Customer States:

“No one told me I would have to wait for my

deposit …”

There

is no “deposit” but if [redacted] is referring to the fee he paid for our service,

the 90-day term is written in great detail regarding the time period:

“REFUNDS ARE

ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE. REFUNDS WILL

ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS

CONTRACT.”

So yes, the customer was told that it takes 90-days and not before.

“…nor was I told that a written letter was

required to get my money back.”

To that regard,

please note that our refund policy says exactly that:

“(2) MAILED

THEM TO OUR CORPORATE OFFICE ALONG WITH YOUR WRITTEN REQUEST FOR A REFUND AND

VERIFICATION (CURRENT UTILITY BILLS IN YOUR NAME) OF PRESENT ADDRESS.”

Again,

clearly the customer was told in writing that all refunds must be submitted in

writing.

Customer States:

Talked to Darren and he said that when we

found a place from the list that they e-mailed us, our money would go towards a

deposit.

This part of the complaint was answered in the first paragraph

regarding fee reimbursement program. But no, [redacted] was not told that.

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.

Sincerely,

Locators, Inc.

Review: I paid $169.00 to the locators on March 1st 2013. The person I spoke with told me I would get my money back if I didn't find a place to live. The company is refusing to give my 169.00 back stating I didn't print out the listings and return them along with my current electric bill and letter. First its almost impossible to speak to someone in the "returning customers Que." I always, always have to select that I'm a new customer! and no one can ever help you! you have to write a letter to the "corporate office" to get a response. I explained that I was told I needed to send my faxed listings, I told them I never received them via fax and only looked online with my phone. I spoke with [redacted] she explained that was ok, and to say that in my letter. They denied it saying I didn't print all 15 pages of their listing to send as well. When I spoke with [redacted] again she told me to write a letter explaining that, I did. I spoke with [redacted] again and she said that they can see that I went on the website like I was supposed to. Then why won't my money be returned if they can tell that I obviously went up there almost everyday! I'm a single parent and 169.00 is a lot of money to me right now! I just want my money back since they can clearly see that I looked at the website and was told that the printed listings did not need to be sent.Desired Settlement: I just want my 169.00 back. No more letter right. I feel I complied with the rules and was told I didn't need to have faxed or printed listings.

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.