Locators

Though Mr*** is upset about the refund policy, he did agree to participate according to the terms
New Roman" size="3"> We know this because we gave him (and every customer) the opportunity to review the entire contractual agreement
Once they review the terms, they have the opportunity to affix their signature on the documentOnce he did, thereby indicating to us his understanding and willingness to participate accordingly, we charged his card and began providing the services to him
Our representatives tell each client that if they do not move for any reason, we offer a full refund policy, which we give you in writing
That was what was said to Mr*** and he agreed after reading the terms
Additionally, the refund terms contain the following statement just to be extremely clear:
“REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVEREFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACTFINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUNDLI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.”
Accordingly and per the refund policy terms, since Mr*** himself told us he moved, combined with the fact that he did not access the listings a minimum of 3-days per week, he is not eligible for a refund
It’s just the term of the policy which we have had for over yearsIt is the sole method we use to determine refund eligibilityIf a client adheres to the terms, a refund is issuedIf they do not or have moved, a refund is not issuedIn this case, a refund was not and cannot be issued because it is contrary to the terms and conditions contained in the signed contractual agreement

The customer complains that our company advertised a property that was not really up for rent and desires a refund based on that
"margin: 0in 0in 0pt;"> Firstly, clients never register to obtain information on any particular property whether advertised or not In fact the signed contractual agreement states this very clearly in the first paragraph as follows:
"THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON April 18, AND IS TO BE USED EXCLUSIVELY BY MEI UNDERSTAND THAT PAYMENT TO LOCATORS, INC(HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE."
In that criteria described above, we searched all of Delaware County, PA and gave Ms[redacted] the results for all properties that were bedroom or larger without regard to price within that County
So the customer did not join our service to get information on any property we advertised because we do not guarantee any customer will rent or not rent or can see any particular propertiesAs stated, we simply allow access to our database of rental properties
If an advertised property is still available and falls within the specific criteria, then they may contact that landlordHowever we do not track any advertised properties and so cannot guarantee that an advertised property will still be available once the client joins our service and accesses the listingsIt may, it may not however we do not track the ads once they are advertised
There is also a boxed area in the middle of the signed contractual agreement that says this in clear words so as not to confuse the issue
All properties in our database are available based in the information taken from or given to us by or for the landlord and ARE REAL and ARE for rent
Additionally, I would like to say that this customer joined our service months ago in January and her policy expired in AprilThat's a long way to file a complaint
We hope that the information we provide to our clients is useful to them right awayIf not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement
In summary
The customer contacted our company
We have provided services exactly as described in our policy agreement
This customer is not eligible for a refund per the terms of the written refund policy

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] [redacted]. Below, please find a detailed response to the complainant’s issues.
Firstly you should know that this customer paid for and used our service once before on January 24, 2016. The purpose of this statement is to say that the customer knows very well how our service works and the terms and conditions contained therein.

Customer said:
I was told that if I chose not rent any of the properties on the listing that I would be fully refunded, no matter the reason that I chose not to rent any of the properties on the listing.

Our Response:
The customer was told that if they don’t move, we offer a full refund policy. In addition to that, the signed contractual agreement that the customer received, reviewed and signed states as follows with regard to refund ability.
“LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE: (1) RECEIVED OUR PRINTED LISTINGS AT LEAST (3) DAYS PER CALENDAR WEEK DURING THE INITIAL (90) DAYS; (2) MAILED THEM TO OUR CORPORATE OFFICE ALONG WITH YOUR WRITTEN REQUEST FOR A REFUND AND VERIFICATION (CURRENT UTILITY BILLS IN YOUR NAME) OF PRESENT ADDRESS.

REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE. REFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACT. FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND. LI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.”

Customer may NOT cancel at any time. In addition to the statement in the refund policy, the cancellation clause is noted as follows:
“THERE ARE NO CANCELLATIONS. NO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND. I AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”
Then and moreover the last sentence of the contract states: “BECAUSE WE OFFER A FULL REFUND POLICY, THERE ARE NO CANCELLATIONS.”

Our customers are offered a full refund if they have used our service as described and have not moved. Because we offer a full refund policy, there is no possibility of cancelling the service. Refunds however are only issued subject to the customer conforming to the terms contained therein.
If you notice in the refund policy, the first line reads as follows:
“LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE:…”

The refund policy is strict and states that refunds are offered if clients do not move. It does NOT SAY, whether the property they moved into was listed in our service. We do not make a differentiation about properties, the statement is whether or not the customer moved. The customer says they moved, so… no refund.

They knew that even from the last time they registered. This is the second time they registered and used the service.

Customer said:
I disputed the charge through my bank, my bank had to resort to "reviewing their own records" because they were not able to contact the business even though I had provided them with the same number that was listed on the confirmation email that I received from Locators. My bank was unable to refund the charge due to "limited information."

Our Response:
The bank requested information about the customer transaction and we provided the details. The chargeback was reversed in our favor.

We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement.

In summary...

The customer contacted our company.
We have provided services exactly as described in our policy agreement.
This response has addressed and answered the complaint by way of explanation and clarification.


Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.

Tell us why here... Enclosed you will find a letter of response from Locators explaining "our side" of the complaint which is being filed by Ms. [redacted]....

Below, please find a detailed response to the complainant’s issues. 
Firstly, Ms. [redacted] mentioned that “I mailed in my request for refund to the address that they provided with the information that they requested and have 3 weeks ago and have still not heard from them.”
And she also mentioned that she looked up our address and saw Mailboxes, Etc.
To address this issue, let me start by saying that Mailboxes, Etc. is where we have our mail sent to. No biggie. She’s right. Lots of business use mail box to receive mail. That way, only authorized people get the mail and it isn’t left on the desk or in front of a door like the USPS does.
As for being unresponsive, we received her request for a refund on May 4th, 2016 and we replied to her request the following week with a letter stating that her request for a refund was denied.
But her address was 307 Lambeth Road Catonsville, MD. 21228 and the address on her refund request was [redacted] which was the address we mailed the letter to. When checking the name of the customer, an address of [redacted] shows up. So, us having a P.O. Box isn’t such a bad thing.
 
Insofar as her statement that no landlords would return her calls, clearly we can’t be held responsible for a landlord hearing her message and deciding not to call her. Landlords make up their own mind about whom to rent. We have nothing to do with that and even so state in our contract as follows:
“…LOCATORS NEITHER REPRESENTS TENANTS NOR LANDLORDS AND WE RELY ON THE INFORMATION OBTAINED FROM LANDLORDS…”
 
As for her statement “They guarantee that if they don't find an apartment for you within 90 days that they will refund your money and then try to make it impossible to get the refund.”
We do have such a guarantee, but we don’t make it difficult.
The refund terms are clearly defined in the contract. It is not difficult. All clients need do is use the service as described and not move. In this case, the customer did move and she stated that in the refund letter. Additionally she sent in her request 14-days early. So she was disqualified for a refund.
 
As for her age, we did not ask for her age when she registered and neither did we ask about her income level.
Bringing it up now is not germane to the issues on any level. Age and income are not part of our registration, refund policy nor do they have anything to do with this letter.
 
We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement.
 
In summary...
The customer contacted our company.
We have provided services exactly as described in our policy agreement.

We have addressed each of the customers complaints in this response.

Customer’s Statement of the Problem:
10pt;"> On July 19, 2016, I called about a property that was on Craigslist and received Locators on the phone.
I did not know why I received them because I was looking to speak to the an individual regarding this one property.
However, [redacted] from Locators explained that they help you get a place by providing a list.
within 5 days, that most owners didn't require 2 months and security payments and promises, the listed properties go fast and their list changes everyday.
 
Firstly, our representative explained to her that we are a service that assists people in finding rental units. That’s why she received us. Because we help people find places to rent.
 
Also, we tell clients how our database is updated in real time. The properties change when the landlord adds or deletes a property through our service. If we said the properties change every day, it does not mean that every property that was in the database today, would be removed and all new properties would replace them tomorrow. It means that every day, properties listed in our database, get added and properties get rented. It clearly does not meant that all properties are exchanged and also does not mean that a person will see all or only new properties each day.
 
In our contract, we state the following:
“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.”
 
 
I paid $169.00 and received the list. The list has been useless.
We offer a 90-day service. There is and cannot be any guarantee how fast the customer will find a suitable rental unit.
 
I called 6 property owners and none of them have called me back.
Why or whether a landlord chooses to contact a prospective tenant that left a message is not something that is within our scope of control. Neither is whether the landlord actually rents to them.
 
I went to see about 2 properties, they knew nothing about Locators and they require 2 months and 1 months security.
In each listing, we disclose whether the landlord has expressed to us whether or not they require a security deposit. Some states may have laws regarding the amount of security deposit a landlord may retain.
Whether they recall listing their property through our free service is also something that is beyond our control. When we have contact with landlords we introduce ourselves as a free service. There is no contract or charge for them to use our service.
Our purpose is to give as many opportunities to tenants to meet landlords. It seems as tough we were successful in that endeavor.
 
 
I called [redacted] on July 21, 20016, and told him I was dissatisfied.
 
I have gone on the list constantly and found that the same properties are on the list, I called the same numbers before and no one returns my telephone calls.
The customer may see many changes and may not see many changes, additions or deletions. And the fact that the customer repeatedly leaves messages and people do not return the call cannot be held as something we would have control over.
 
 
I also have been looking on Craigslist and numerous properties that I have called, the number connects you to Locators.
That's when I realized that alot of properties and not directing you to the seller.
We place many advertisements in varying sources. All of those numbers reach our company.
 
In addition, the same property that was on Craigslist, I go back to Locator's website, it is not on Locator's lists.
Again, in our contract we address this issue 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.”
 
Additionally, we provide each client a separate paragraph and an entire page dedicated to information regarding advertisements placed by our company. When the client signs up, they are required (forced pages) to read through 6 pages of information. These pages clearly outline our policy regarding any advertisements.
 
I called today, July 26, 2016, to ask [redacted] about this and he could not explain it and promptly put my call through customer services who in turn you had to lease a message.
Our representative is in our registration department. Simply, he transferred the call to our Customer support department as he is supposed to do. If a representative in that department was not available, then the caller would be directed to leave a voicemail. We do not show that a voicemail message was ever left.
 
I am dissatisfied with this and I believe I was mislead and they told lies about the services that they provided.
This is a scam company just trying to get money. I do not want to wait for 90 days to get my refund.
This company is a scam.
When answering the phone call, she admits that she was told that we were a service. The service was explained to her. She decided that she wanted to use the service.
We sent her a copy of our contractual agreement including our terms of service, our advertising policy, our refund policy and all details of our advertising policy.
 
We offered full disclosure regarding the charge and operation of our service.
There was never anything misleading about our service and we did not scam her. In fact, by her own words, she found value in our service because she contacted landlords through our service. The fact that a landlord never returned her call certainly cannot be blamed on us.
 
She continues to use our service and we wish her the best of luck in her search. If however, she is unsuccessful and does not move, we offer all clients including her, a full refund policy providing she uses the service as described and does not move. That’s pretty fair and… not a scam.
 
 
Desired Settlement:                       I would like to get my money promptly. That contract is bogus and their services is bogus.
As stated in the contractual agreement, (which is not bogus)
“REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE...
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...
BECAUSE WE OFFER A FULL REFUND POLICY, THERE ARE NO CANCELLATIONS.”
 
We provided the services exactly as described in our contract and as described via the telephone. We put everything in writing and give the customer a permanent copy of all terms. As stated a refund at this time is contrary to the terms of the refund policy.

These guys were a huge help. I was going crazy looking through Craigslist when I decided to call, and I found a place really quickly. I recommended it to a friend, and he said it worked for him too. Next time I move, I'll definitely call back.

While we can certainly understand your anger please understand that in no way would we or did we make any such promise that you would or would not see a particular property once you signed up for the services. In fact, the opposite is true as we state in the agreement that you signed and retained the following statement in the first paragraph which clearly defines this issue and described exactly what you purchased the services for: 
THIS
SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON June 13,
2014 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.With regards to refund issues, refunds are only issued per the terms contained in the signed contractual agreement.When you mention taking advantage of people, we do not. We take phone calls, explain the services, allow you to read the terms of service before any fees are collected. If a person does not like or does not agree to the terms of service, no fees are ever charged. However, when a person does read, agree to and does affix their signature thereupon, we do charge your account and we do activate your account to give access to you. We do it that way because we firmly believe that you read and understood the terms and therefore decided purposefully to participate as agreed.We did nothing wrong and did provide the customer with the services in full exactly as described.

In reviewing this compliant and the notes in our files, it is true that the customer registered with our service...

on January 3, 2016 and did log into our web site to access the listings pf rental properties as designed.
On January 6, 2016 she did call in and speak to our representative. That representative transferred her to our Customer Support department.

The person she spoke with told her that we do offer a full refund policy if clients have not moved after using the services for 90-days.

Ms. [redacted] said that the representative never told her that. We stated that in fact, we tell every client that we release property information as soon as the customer registers with us and we continue to work with and for the client up through 90-days.

We also tell clients that the service is guaranteed which means that if a customer sues our service and does not move, we offer a full refund policy.

Then, we give the entire refund policy and any terms associated to that policy as well as our entire terms of service to every client in writing before any fees are charged and before any services are performed.

Ms. [redacted] said that the representative told her that many people find a rental or know where they’re going typically between 3-11 days.

The Customer Support representative made a mention to Ms. [redacted] that she had only been a customer of ours for 3 days and that she should give it a chance to work.

The main complaint of the customer was that Landlords were not returning her phone calls when she left messages.
Our representative obviously stated that though we cannot control the landlords or force them when or whom to call back, but asked if she was telling the landlord that she got the information from our company when she was leaving a message. Then our representative had another call and did put Ms. [redacted] on hold.
She waited on hold for a very long and unacceptable period of time and for that we certainly apologize.
The number she called from was [redacted] and our representative tried to call that number back 3 separate times. The number was busy and did not go to voicemail.

In closing, our representative did explain that we offer a full refund policy for clients that have not moved.
Further, that policy was presented to the customer for review. After reviewing it, understanding and accepting the terms presented, she then did legally & digitally affix her signature thereupon, whereupon receiving said authorization and certification of understanding, we charged her card and began providing our services to her.
A copy of the signed contractual agreement was also emailed to her for her records.

Additionally, we hope she and the Bureau understand that we have no control on whether a landlord returns a customer’s voicemail. Each landlord is an individual and not under our control. We as our representative stated, we feel bad about our customer being frustrated that she was not getting any return phone calls (YET) but she and any person are encouraged to continue trying because sometimes, it just takes some time for a landlord to screen through calls and make all the call backs.

However and as stated, we simply can’t consider a refund because a landlord did not return the customers voicemail. Refunds are only considered after the 90-day term and only according to the terms and conditions set forth therein.
So at this point, the customer was informed both in writing and verbally regarding our full refund policy and knows that we cannot control whether a landlord returns her phone call. Other than that, we will continue to present our services to her until the expiration of her 90-day contractual agreement expires.

Below is the response from Locators explaining "our side" of the complaint which is being filed by [redacted]
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Customer’s Statement of the Problem: This rental service is a scam. I paid money for them to help me find somewhere to move. If they do not help within 90 days they are supposed to give you a refund. They did not follow through with their service and I have had numerous problems with them. The person in charge was very rude and unprofessional. He told me he did not care about my problem and he will not refund me my money

Company response:
On February 28, 2016, the customer signed up for our service.
As for all clients, we offer a full refund policy to clients that have not moved during those 90-days.
The 90-days for this client will expire on May 28, 2016. She will have 15 days after that date to submit a request for a refund which must be before June 12, 2016.

On April 28, Ms. [redacted] contacted our office 3 times to inquire about a refund.
She was told that there were several issues.
Firstly, the service term had not yet expired.
She said she decided not to move.
We then explained to her that secondly, she had not obtained the property information as described in the detailed refund explanation and therefore would not qualify for a refund.

On the fourth time she called that day, she spoke with a manager who also told her she had not qualified for a refund per the terms of the signed customer agreement, but since she was still looking for a place and had not moved, perhaps she should continue to use our services to help her. The notes said, “She seemed ok.”  The notes were obviously wrong.

Our company offers each client in writing a full refund policy. Simply, if clients have not moved within the 90-days and have used our services as required, then we offer a refund.

Refunds however or only issues pursuant to those terms.
Unfortunately, though Ms. [redacted] does not appreciate that policy, she was made aware of it and did understand because she read over the agreement before she signed or paid for it and further, we also showed her a full page explanation regarding the refund policy and a phone number to call that explains the policy in GREAT SPECIFIC detail.
In other words, we do everything to let clients know about our refund policy. In this case, she simply does not qualify for a refund based on the terms of the client agreement.

We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement.

In summary...

The customer contacted our company.
We have provided services exactly as described in our policy agreement.
The customer is not qualified for a refund at this time.

Customer complaint:
I have attached a document with 4 different websites from hundreds of people saying exactly what I have said! On your Revdex.com site you already have 39 other complaints against this company.
Company response:
We are addressing this complaint and any other complaints from other web sites are not relevant.



Customer complaint:
If they are such a reputable company, why do they not belong to the Revdex.com?
Company response:
The Revdex.com is a regional privately owned business and they charge a fee to be a member. Becoming a member is not required to address customers issues like we did in this complaint.

Customer complaint:
If you look at Craigslist it is filled with ads giving only the description and rental cost of properties ... which end up not existing.
I wanted to see the details on the one I originally called about on my list and when I got it, it wasn't there. I call this false advertising and they are doing this to lure people in and get their $185.00 or whatever amount they charge (have seen differing amounts from other peoples posts)!

Company response:
This is not an accurate statement because the customer signed a contract that states the opposite as follows:

“I UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”

"WE ARE A REFERRAL SERVICE ONLY. WE ARE NOT ACTING AS REAL ESTATE SALESPERSONS OR BROKERS. WE DO NOT GUARANTEE THAT THE PURCHASER WILL FIND A SATISFACTORY RENTAL UNIT THROUGH OUR SERVICE. OUR ONLY PURPOSE IS TO FURNISH THE PURCHASER WITH LISTS OF AVAILABLE RENTAL UNITS." ABUSES OR UNAUTHORIZED USES OF THE SERVICE ON THE PART OF THE POLICYHOLDER TERMINATES THIS POLICY. LI IS NOT RESPONSIBLE FOR LOSSES OF ANY NATURE WHATSOEVER.”

“LI IS A CORPORATION ENGAGED IN THE BUSINESS OF GATHERING AND PROVIDING INFORMATION ON RENTAL PROPERTIES FOR OUR SUBSCRIBERS. SOME INFORMATION IS OBTAINED FROM SCANNING AREA NEWSPAPERS AND SUBURBAN JOURNALS AND IS AVAILABLE TO YOU IF YOU OBTAIN AND PURSUE THESE ADVERTISEMENTS. OTHER INFORMATION IS OBTAINED DIRECTLY FROM RENTAL PROPERTY OWNERS AND THEIR REPRESENTATIVES AND MAY NOT BE AVAILABLE TO YOU THROUGH THESE SOURCES. WE DO NOT REPRESENT LANDLORDS AND THEREFORE CANNOT GUARANTEE THE INFORMATION WILL BE ENTIRELY CORRECT. WE RELY ON THE INFORMATION GIVEN TO US BY THE LANDLORD. LI TAKES AFFIRMATIVE STEPS TO DETERMINE THE ACCURACY OF THE INFORMATION GIVEN. ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.”

“BECAUSE OF ADVERTISING DEADLINES AND OR THE CONSTANT REVISION OF LI'S LISTINGS, PARTICULAR PROPERTIES THAT APPEARED IN ANY ADVERTISEMENTS MAY NOT APPEAR IN LI'S LISTINGS. THEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIA. THEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSON. YOU MUST REFER TO YOUR CURRENT LISTINGS ONLY.”

That is a comprehensive description of our contract that summarily states that customers are NOT paying to see any property whether advertised or not, because this is NOT what we do. IF… IF a property is still available once the customer joins our service and obtains access to our database of rental property information AND… that property is still available, they may contact the landlord. BUT… as the contract states, they are NOT paying to get information on any particular property. Simply, we sel access to our database of rental property information.


Customer complaint:
When I originally called in and talked to [redacted] he told me it's possible to get the $185.00 back from the landlord you rent from. That is not true at all. Every landlord I talked to on the list said they give nothing back to a tenant! I've called several privately owned property owners off the list a few times and no one has ever gotten back to me. I asked [redacted] in our last conversation what the percentage of people getting their money back was and she stated "very low".

Company response:
The landlord fee reduction program is a voluntary program that a landlord MAY participate in if they choose. That program is where the landlord agrees to reduce the tenant’s move in cost just because they came through our service. Some landlords may choose to reduce the tenant 1st month rent by the fee the customer paid for our service, while others chose more and some choose less.
Not every landlord participates in this program BUT IF THEY DO… there is a code on that particular property which is a “$”

IF… that property has the $ code, that landlord has agreed and WILL participate by reducing the tenant rent.
It is my belief that this customer asked every landlord to do that without any regard to whether or not the code appeared. We already asked the landlord and the answer is on the listing. This customer just didn’t pay attention. I know, because she said she called every landlord and asked them. That was unnecessary and I think she was just trying to make trouble for the landlords and I can see know why perhaps she hasn’t rented yet.



Customer complaint:
As soon as I received my list I was totally upset as it was not what I was expecting. I thought I was going to see all those ads from Craigslist on my list ... but not a one of them was included in the list they provided of available properties. 
Company response:
Addressed above.

Customer complaint:
I'm a 68 year old woman trying to find a nice place to live and their list wasn't going to provide that for me. 90% of what was on their list I had already seen on Trulia and Zillow.
Addressed above.
And we too, regardless of the customer’s age, were interested in helping the customer find a satisfactory rental unit. In fact, we even offer a full refund policy if they do not move!

Customer complaint:
I know for a fact that the listings that are giving out for Wolf Kline Management they are getting online and not from them!!
Company response:
We addressed this in the original complaint and said that we have been listing properties that belong to that company for many many years. That company also has their own web site where they list their properties. We even link to their web site!!!
They may also advertise anywhere else such as craigslist, Trulia, Zillow or anywhere else. They have that right as a company. Landlords are not forbidden for goodness sake, from advertising anywhere else. Were JUST A WAY TO HELP THEM FIND GOOD TENANTS. Were FREE to landlord to use our services.


Customer complaint:
And to say I am "abusing our service" and suspending my access is just another way ... in my opinion ... to withhold any opportunity to get my money back. If a customer is unsatisfied with a service, that does not constitute "abuses or unauthorized uses of service" ... as written by company's rebuttal.

Company response:
This person has went far beyond being an unsatisfied customer. She has been harassing landlords and she is not using our services as designed and we reserve the right to cancel services. In her case we did and we believe this was the proper thing to do.

We have addressed all the customer’s statements and at this time are not reversing any of our decisions. We have been successfully matching landlords and tenants for decades and the few complaints we get are always addressed and resolved. This resolution however is just not going to be to the former customers liking. We can’t help that.

Plus… PLUS… this person actually used our service before in 2007! So she knows well about our services and policies.

We wish the customer the best of luck in finding a rental property.

I told the person who signed me up that I needed to find a place within 30 days. 
                Probably true. Not relative or a complaint.
They assured me that was fine and that I would be refunded if I did not. 
We tell client that if they don’t move, we offer a full refund policy. That policy was given to her for her review. She understood the refund policy. We know this because she signed the agreement.
The response states that I would have had to search for 90 days and not find a place for a refund. 
She is correct: That is what the refund policy states. Clients must “Use the service” for 90-=days and not move.
If they had told me that when I signed up I would not have given them the credit card #! 
                We did tell her that. We told her that IN WRITING!
They use the refund as a selling point and then make it impossible to get a refund. 
                We do not make it impossible. We have terms that must be followed like ANY company.
I would seriously doubt if they have ever given one! 
                We give refunds to every client that qualifies.
This is a huge scam. 
The customer is scamming the Revdex.com trying to say she was never told about our refund policy and yet she was. She is trying to say that in hopes of getting money for it. That is the definietion of a scam. We are not a scam. We disclose every aspect of our service in writing before any fees are collected or services rendered. The customer read the terms and agreed to them. That is the opposite of a scam.
I am an unemployed 61 yr old woman and they said that their lists were always up to date. 
We have many employees that are 61 or over. Her age of employment status has nothing to do with the complaint. We did not ask about her age or employment status when she signed up. Could you imagine if we did? Does she think we should have turned her down because of her age or employment status? OMG! But now she wants to play that card? Who’s the scam?
They advertise apartments for low rents and none of the apartments advertised are mysteriously ever available. 
The customer did not pay for advertised properties. She paid for access to our database of rental property information. We disclose that fact in the first paragraph of our 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.”
 
Can you help me get my money back?
                The customer is not qualified for a refund based on the signed contractual agreement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Under no circumstances was your contract ever explained to me in that way. In fact The man who falsely sold me your  services Was so manipulative that he told me as soon as I signed up I would be able to view the property that I was inquiring about but it was impossible for me to see it until I signed up. He never Indicated That there could be a possibility that the property was not available. The only reason I signed up was to be able to view that particular property and he fully understood that when I was talking to him. Your employee flat out lied to me and manipulated A person who was desperately seeking housing.Also I did not wait 9 months to file a complaint I filed my complaint immediately it is not my fault that it took nine months For you to respond or for the Revdex.com to complete the action. If you look at the date of my initial complaint you will find it is the same day that I was sold the product.You know what you're doing, and you know that you are stealing money from people. Good luck with that karma!
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Problem:
I signed up for rental location assistance thru locators may 13, 2016. They charged $185.00 to use their services. Due to a situation my family was dealing with at that time with slumlords and uninhabitiable living conditions that we needed to move asap due to our and our childrens health and well being, we decided to pay the fee and have that help in aid of our search to find a new home. This company has numerous phones, over 20 to be exact. They do not tell you the stipulations at time of sign of. I was lied to by their customer service rep on the phone. After my 90 days was up it was brought to my attention that certain things were to be met in order to be eligible for a full refund after 90 days. 1. Live at the same address at time of sign up for the full 90 days answer: due to unlivable conditions and for the safety of my family we needed to move asap. Nothing was said about that. 2. Physically in writing submit a request for a full refund between 90-105 days after sign up date. answer: this was not mentioned to me on the phone at time or sign up. I called numerous times after the fact for them to verbally tell me this on the phone. 3. Receive the printed listings at least 3 days per calendar week during the 90 days. answer: I searched every day, called about phoney listings their company has posted that didnt exsist. My husband and I found 10 listings in different towns that were not actual listings. 4. Mail the listings to our corp. office. answer: Nothing was mentioned to me on this at time of sign up. 5. Submit verification of present address answer: after the fact of not being told to send in written notice of a refund, this company does have my present address and phone number. The letter says that I am not eligible for a refund also because: I moved into a satisfactory rental unit and I did not obtain the listings 3 days a week. I have been in contact with locators. They did receive my written request and told me my refund check will be processed. I will be also contacting the PA general attorney's office in my state of Pennsylvania to help me with this issue. Nothing was said to me on the phone about being ineligible. I was simply told my refund was being processed.
Translate
 
Desired Resolution / Outcome
Desired Resolution:
Refund
select
Desired Outcome:
I did everything I was requested by the company. I want my full refund of $185.00

Customer’s Statement of the Problem:

size="3"> My husband and I signed a contract with Locators that for 185 dollars we would use their exclusive services and within 90 days, if we didn't find a rental property , we would get our money back.  
Company response:
We offered our services, which they accepted by signing a contractual agreement which gave them all terms and conditions in writing before any fees were accepted and also included our full refund policy which detailed in extreme clarity, our refund policy.
 
Customer’s Statement of the Problem:
However, multiple times we have contacted their posted advertising on Craigslist when we see a house we like, and they say it's not available anymore if it doesn't show up on their list.
 
Company response:
Our contract as well as 2 other places including a full page explanation about advertisements was also given to them.
 
Customer’s Statement of the Problem:
But on their list, they NEVER HAVE the posted houses, and we've been looking for months, and no homes meet our location, price, and space requirements, which means that we can't find a home we like. This is despite the fact that they continually post ads for houses meeting all our needs on Craigslist, even on the same day, and they are not on their "exclusive list".
 
Company response:
Our contract as well as 2 other places including a full page explanation about advertisements was also given to them.
 
Customer’s Statement of the Problem:
Today we called and said we want our money back because we are dissatsfied.
They refused based on the fact that they say we need to have printed out three times a week every week for the desired period, their listing.
 
Company response:
The customer is correct in this matter. As earlier stated, we offered our services, which they accepted by signing a contractual agreement which gave them all terms and conditions in writing before any fees were accepted and also included our full refund policy which detailed in extreme clarity, our refund policy.
 
We look on the online list, but we don't print them out!
That would be a waste of paper, especially given the fact that none of the homes meet our needs.
We even called a few homes we could not afford, because they suggested we try to negotiate with listers, only to be told by the listers they have never heard of Locators and don't know what we're talking about.
Company response:
The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.
 
Customer’s Statement of the Problem:
We are frustrated and this is obviously a scam, as the exact same bait and switch ads appear on Craigslist under many numbers, and when you call, they tell you have to sign with Locators. I have done that several times now, only to be told, once I say "Great, I am already a member" that they can't help me.
Today my husband called and they refused to let him speak to anyone higher than the person he was speaking to.
 
Company response:
We understand the frustration, but honestly, we disclosed each point to them in writing before we collected any fees from them.
 
Customer’s Statement of the Problem:
We do not have three print outs a week- we have however looked on the online listing multiple times a week, We have called the office.
 
Company response:
The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.
 
 
Customer’s Statement of the Problem:
We have called the ad numbers posted, only to be told to look at the list, which has nothing on it, even if posted the same day.
 
Company response:
Also, this is true. We state that in a boxed area in the middle of the signed contractual agreement, in the bottom of another page and a full page is dedicated to that issue for each client including them. We simply do not discuss advertised properties.
As it states in the very first line of the agreement:
“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.”
 
 
Customer’s Statement of the Problem:
They have broken their promises and mislead us. We are disappointed and we want our refund.
 
Company response:
The refund policy is clear on what must be done in order to obtain a refund. If clients follow the terms, they will be qualified for a refund. If they do not, they will not qualify for a refund.
 
 
 Desired Settlement:                      
 We just want our $185.00 back.
They didn't provide the service they said they would, they have been rude and unhelpful, and while it is not a complete scam, it's full of scam-like elements such as faulty advertising, run around call center, and bait and switch marketing.
We don't have 3 print outs per week, but in this day and age of looking on mobile devices and websurfing, it makes no sense to print out pages that have no valuable information.
 
 
Company response:
Actually, based on the written policy, (which is not fine print, or lengthy and is written in plain English entirely visible on one page without scrolling and can be printed out and is also emailed to the client) we provided the services EXACTLY AS DESCRIBED to this and every client.
 
This is not a scam. It is the opposite of a scam. At NO TIME, could a customer ever think that they would get a property from an advertisements, because we never ever say they will from a conversation and in writing, before anyone ever receives our services or before we ever receive funds for service, we disclose very plainly that the purpose of our service is simply to allow access to our database of rental properties.
 
In this case (and every client case) if the customer follows the terms of service and uses our services as described, firstly, we believe they will be successful and find a rental, but if they don’t, then as stated, we offer a full refund policy. Additionally, the following statement also appears in the contractual agreement:
“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.”
 
In this case, the customer is not eligible for a refund at this time.

To whom it may concern,
The customer...

obtained our service to assist him in finding a residential rental property. The purpose of our service is to provide information on rental properties within a given search criteria for the customer to use and contact landlords.
Whenever we register a customer, we present them with a written explanation of our services. This customer called us many times stating that once he logged into our web site, he could not determine if the property he saw on craigslist was included in his individual search results.

We explain to him that he didn’t register to get one particular property, but rather for access to our database of information. He was never told that the property he called about was available or that it would appear in his particular search results because the rental market changes rapidly. In fact, we state the following in our written contract which was given to the customer which he read, agreed to and signed on April 11, 2016:
“…I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.”

Also, we have in a boxed area in the middle of our contract the following which pertains to advertisements:
“BECAUSE OF CONSTANT PROPERTY UPDATES, ANY ADVERTISED PROPERTY MAY OR MAY NOT APPEAR IN YOUR LISTINGS. PROPERTIES MAY HAVE BECOME RENTED, REMOVED OR THEY JUST DON’T MATCH YOUR CRITERIA. THERE IS ABSOLUTELY NO WAY FOR US TO TRACK WHETHER AN ADVERTISED PROPERTY IS AVAILABLE IN OUR SYSTEM REGARDLESS OF WHEN IT WAS ADVERTISED. WE WILL NOT DISCUSS ANY ADVERTISED PROPERTY. RATHER, YOU MUST RELY ON YOUR CURRENT LISTINGS ONLY.”

So, while the customer makes a complaint of “The Company lured me in with deceptive and fraudulent advertising.” The customer is not accurate because we never “Lured” him. He called us and we explained our services to him over the phone. We then sent him a written ONE PAGE, plain English agreement which he read, agreed to and then did affix his signature thereupon.

The problem isn’t that he was lured into using our service, the problem is he feels that he was. The reality is that he was not. Unfortunately, we can only deal in reality. Complaints however can be filed for any reason whether they are based in reality or not.

We disclosed everything and when he called to ask questions, every question was answered. Obviously not to his satisfaction, but we do not change the way we run our business, so we simply explained our services to him again. Several times.
Mr. [redacted] however just didn’t want to hear our explanation. He only wanted to hear what he wanted to hear.

It is clear that we will not be able to make this customer “happy” without a full refund, but as stated in the signed contractual agreement, refunds are only issued subject to the written refund policy.

We did everything we could to assist the customer, but as stated, refunds are only issued subject to the full terms contained in the signed contractual agreement.

We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the contract.

In summary...

The customer contacted our company.
The customer did not register for a particular property as it states clearly in the contract.
Furthermore, the services were provided exactly as described in the contract.

Please find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by J[redacted] Policy # [redacted] Below, please find a detailed response to the complainant’s issues.
 
Customer Statement:
I signed up for rental location assistance thru locators may 13, 2016. They charged $185.00 to use their services.
 
Company response:
Correct.
 
Customer Statement:
Due to a situation my family was dealing with at that time with slumlords and uninhabitiable living conditions that we needed to move asap due to our and our childrens health and well being, we decided to pay the fee and have that help in aid of our search to find a new home.
This company has numerous phones, over 20 to be exact. They do not tell you the stipulations at time of sign of.
 
Company response:
We have many phone numbers.
We give EVERY customer the opportunity to view the contractual agreement terms before any fees are collected. This customer was no exception. On 5/12/2016 at 9:07:04 AM the customer logged into our digital signup system. After authenticating her identity, she was presented with a copy of the terms of service all on one page. After reading and agreeing to the terms presented (including the refund policy terms in detail) she digitally signed the agreement.
 
 
Customer Statement:
I was lied to by their customer service rep on the phone.
 
Company response:
She was not lied to by anyone. She was told how our service works and had the opportunity to ask as many questions as needed to be satisfied.
After being satisfied, we presented her with a WRITTEN copy of the terms of service, which as stated, she read and agreed to and then did subsequently affix her signature thereupon thereby indicating to us her understanding and agreement to those terms.
At that time, the funds were taken from her credit card account. But only AFTER she signed the terms of service.
 
Then, a copy of those terms was sent to her via email.
No lies. Terms of service were presented to her to review, which she did.
 
Customer Statement:
After my 90 days was up it was brought to my attention that certain things were to be met in order to be eligible for a full refund after 90 days.
1. Live at the same address at time of sign up for the full 90 days answer: due to unlivable conditions and for the safety of my family we needed to move asap.
Nothing was said about that.
2. Physically in writing submit a request for a full refund between 90-105 days after sign up date. answer: this was not mentioned to me on the phone at time or sign up.
I called numerous times after the fact for them to verbally tell me this on the phone.
 
3. Receive the printed listings at least 3 days per calendar week during the 90 days. answer: I searched every day, called about phoney listings their company has posted that didnt exsist.
My husband and I found 10 listings in different towns that were not actual listings.
 
Company response:
As stated in the aforementioned paragraphs, she was VERY WELL AWARE of the terms of the refund policy because the terms were given to her before any fees were charged AND… a copy of those terms were delivered to her to keep.
 
As to her statement regarding her activity, the customer DID NOT search “Every Day” as stated. She only viewed the property listings on 13 separate dates.
She logged in and viewed the listings on
5/26/2016 @ 10:12:09 AM
5/23/2016 @ 6:03:13 PM
5/22/2016 @ 7:50:14 AM
5/21/2016 @ 9:28:14 AM
5/20/2016 @ 1:14:27 PM
5/19/2016 @ 7:20:58 PM
5/18/2016 @ 8:15:42 AM
5/17/2016 @ 6:51:10 PM
5/16/2016 @ 3:41:47 PM
5/15/2016 @ 1:43:20 PM
5/14/2016 @ 9:22:33 AM
5/13/2016 @ 12:17:56 PM
5/12/2016 @ 12:21:23 PM
 
As to her claim that the listings were “phony” and “did not exist”, I can say that not only is this completely false and not true, there is no proof to her statement.
 
She was fully aware of everything noted even though she states she was not. She was given the terms in writing. She read the terms. She agreed to the terms. We know this because she signed the terms. That’s the way contracts work.
 
Customer Statement:
4. Mail the listings to our corp. office. answer: Nothing was mentioned to me on this at time of sign up.
 
Company response:
She was fully aware of everything noted even though she states she was not. She was given the terms in writing. She read the terms. She agreed to the terms. We know this because she signed the terms.
 
Customer Statement:
5. Submit verification of present address answer: after the fact of not being told to send in written notice of a refund, this company does have my present address and phone number.
The letter says that I am not eligible for a refund also because: I moved into a satisfactory rental unit and I did not obtain the listings 3 days a week.
 
Company response:
Our refund policy is very clear as the customer knows because she read the terms and was given a digital copy for her records. Refunds are given to clients that have not moved after using our services as described for 90-days.
 
Firstly, she moved. Accordingly, she is not eligible for a refund per the terms of the agreement.
Secondly, she logged in only 13 days, whereas the contract states clients must obtain the listings 3-days per calendar week during the entire 90-day term. She did not, and therefore is not eligible for a refund. However, this reason is moot because she moved.
 
Customer Statement:
I have been in contact with locators. They did receive my written request and told me my refund check will be processed.
I will be also contacting the PA general attorney's office in my state of Pennsylvania to help me with this issue.
 
Company response:
She called our offices and was told that we received her written refund request and that the refund request was being processed.
As for the Attorney General, I can say that our contract has been reviewed and approved by the Offices of Attorney General.
 
Customer Statement:
Nothing was said to me on the phone about being ineligible.
 
Company response:
We do not discuss refunds on the telephone. Everything is done in writing to avoid just this type of complaint. We need written documented records of these things. That’s is why we request a written request for a refund. Also, we reply with a written request for a refund. We did.
 
Customer Statement:
I was simply told my refund was being processed.
 
Company response:
She was told that her refund request was being processed. She was not told that her “REFUND” was being processed. Big difference.
 
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, the terms of the policy were not completed by the customer and accordingly a refund cannot be issued at this timer per the terms of the signed contractual 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.

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.
First of all, please note that this customer signed up and paid for this service e over ONE YEAR AGO and it was a 90-day service. They are not qualified for a refund, but here is our response to the customer complaint which is VERY SIMILAR TO COMPLAINT ID [redacted]. I think they are related. The complaints are worded with the exact statements.

Customer statement:
They told me I could cancel anytime and that after 90 days they would refund my money if I had not found a property.
Our response:
The customer was told that if they don’t move, we offer a full refund policy. In addition to that, the signed contractual agreement that the customer received, reviewed and signed states as follows with regard to refund ability.
“LI OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE: (1) RECEIVED OUR PRINTED LISTINGS AT LEAST (3) DAYS PER CALENDAR WEEK DURING THE INITIAL (90) DAYS; (2) MAILED THEM TO OUR CORPORATE OFFICE ALONG WITH YOUR WRITTEN REQUEST FOR A REFUND AND VERIFICATION (CURRENT UTILITY BILLS IN YOUR NAME) OF PRESENT ADDRESS.

REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE. REFUNDS WILL ONLY BE CONSIDERED AFTER (90) DAYS BUT BEFORE (105) DAYS FROM THE DATE OF THIS CONTRACT. FINDING A RENTAL UNIT THROUGH MY OWN EFFORTS OR DECIDING NOT TO UTILIZE THE SERVICES, FOR WHATEVER REASON(S), DOES NOT JUSTIFY A REFUND. LI MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN.”

Customer may NOT cancel at any time. In addition to the statement in the refund policy, the cancellation clause is noted as follows:
“THERE ARE NO CANCELLATIONS. NO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUND. I AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”
Then and moreover the last sentence of the contract states: “BECAUSE WE OFFER A FULL REFUND POLICY, THERE ARE NO CANCELLATIONS.”

Our customers are offered a full refund if they have used our service as described and have not moved. Because we offer a full refund policy, there is no possibility of cancelling the service. Refunds however are only issued subject to the customer conforming to the terms contained therein.

Customer said:
I received some lists, however, they were not to the specifications that I wanted so I called and they changed my account, however, the new lists were still not what I wanted. They were sending me lists of properties that were duplexes, town houses, row homes and I wanted only single houses.

Our response:
During the phone call, we discussed the criterion for the property search with the customer. We agreed to provide information on all rental properties providing that they were ONLY within Berks County, Pennsylvania and then ONLY those that were between $500.00 to $1,500.00 in rent providing that any of those were a minimum size of a 2 bedroom or larger.
Further we excluded Apartments, Buildings, Complexes, Duplex, Quadraplex, and Triplex properties.
We then showed the results of that search parameter.

The results of that search was agreed to and also printed at the top of the customers contract and the only properties that were given to the customer we those that fell exactly within that criterion.

On December 30, 2015 we received an email from the customer that read as follows:
"I do not want the Lancaster County listings Also, I only want houses, no apartments, no duplexes, quads When I spoke to the gentleman on the phone, I said that if I exhaust all in Berks County, then maybe I would consider Lancaster. Can you fix this? " On that day, we added Lancaster County in Pennsylvania to the customer search and waived the fee to do so as a courtesy.


Customer said:
Also, their lists were supposed to be updated on a regular basis and they were not.

Our response:
Our database is updated in REAL TIME meaning WHEN (and if) a property is added or removed, those changes are immediately shown on the customers search results. We do not say the database is updated on “regular basis.” Rather as stated, we update in real time. When a landlord calls us to edit, add or declare a property as rented, those changes are immediately manifested and available to the customer.

Customer said:
I called today to cancel my account and was told I had to wait until my 90 days was up and since I did not print out lists every three days, they would not give me a refund.
AT NO TIME DID THEY INFORM ME THAT I NEEDED TO PRINT OUT A LIST.
I actually discussed with them that I did not have a printer so could not print out the lists.
They also told me I could cancel any time and mow I find out that I have to go the full 90 days.

Our response:
The customer was not denied a refund because they did not print listings. They were denied a refund because firstly they did not apply for a refund in writing as required and they did not access or obtain the listings throughout the 90-day term. The Sign up for the service on December 29, 2014 and the service expired on March 29, 2015. A refund would have had to been submitted after March 29, 2015 but before April 13, 2015 
Printing isn’t the issue. The issue for not giving a refund were stated above.

Customer said:
I want my money back and would like them to stop lying to people and tell them that they have to print the lists every three days to qualify for a refund.

Our response:
There will be no refund issued at this time as it is contrary to the written refund policy which the customer received, read, agreed to and affixed their signature to.
We never lied. Ever. We printed the terms in writing regarding all refund procedure or conditions. The customer was FULLY aware of the terms from day one, but neither conformed to the terms nor did they ever even submit a written request for 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.
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.

To whom it may concern,
Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is...

being filed by [redacted] Below, please find a detailed response to the complainant’s issues.
Our customer states that when he spoke with our representative, he felt that he would have “Large listings of rentals” but when he signed up and saw the listings, there was “Nothing special about them”
At no point do our representative state the quantity, type or quality of any particular or group of properties. In fact, we state our business rule is to only give access to our database of rental properties with no promise or warranty as to quality or more specifically quantity.
In this regard, there is and was no promise of how many properties were to be given as the nature of rental properties and the standard of our business prevents such a statement and it was never made.
He stated that he was told that “The landlords pay to list with his company”
We state that we are a free service to all landlords. Landlords do NOT pay to list their properties. In reviewing the recorded call, I found that this statement was never made. Rather, the representative mentioned that Landlords do NOT pay to list with our company, but rather come to us because they know that our clients pay a fee, which makes them more serious and knowledgeable about the property and thus, to each landlord.
We also state that some landlords (and we indicate which do) participate in our “Rent reduction program” wherein some landlords will reduce the amount of the 1st month rent to the tenant if they are with our company.
It was never said that “Landlords pay to list with our company.”
He mentions that Landlords did not know of our company, then our representative laughed saying we already have his money.
As a completely free service to landlords, we do not have any contract. When they list with us, it may or may not be exclusive and landlords are free to list elsewhere. Many don’t, but they are under no obligation. Sometimes, since we call and ask questions, they give answers and may not recall us calling and asking.
Frankly, it is not important that a landlord remember us or not. Our job is to provide access to listings of rental properties as stated in the signed contractual agreement.
Our “Job” is to get the tenant in front of landlords and based on what this person said, we clearly did that. The landlord had a rental available and the client had enough interest to contact that landlord. Whether or not the landlord(s) remembered our “free service” or not, is not our concern. Our concern is that the tenant meet the landlord. I hope Mr. Bennett rented the property from the landlord. That’s what matters. To complain that a landlord didn’t remember talking to us is not a valid complaint because obviously we cant control what a particular person remembers or not. This complaint is case in point. While this customer may remember one thing, the recording recalls something VERY different.
The customer states they were old and not up to date
AL of the listings have the date of availability and as soon as the landlord tells us its rented, we immediately remove the listings. IF however, as we discussed above, the landlord “forgets” that they listed with us, we automatically remove any and every listing after a short period of no contact to avoid properties being left on while being rented.
But it can happen if nobody tells us the property got rented. If however, the customer notified us, we would have done the research, contacted the landlords “REMINDED” them of who we are and removed or updated the listing. But the customer never told us the data, therefore… If we don’t know of a mistake, we can’t fix it!
In our contract, we have the following statement:
“ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.”
We always hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement.
In summary...
The customer contacted our company.
We have provided services exactly as described in our policy agreement.

Sincerely,
Locators, Inc.

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’s Statement of the...

Problem: They advertised properties on Craig's list very cheap but when I paid for listings none of them were there. The rep I spoke to assured me I could get refund but they are making it nearly impossible. Also asked for 500 price range and all the listings were way more than that. Told rep I didn't have printer or laptop only iPhone he said that would be fine....now they want me to provide proof of printed listings before they give me refund. I am still at same address, barely used their service and really want my hard earned money back. I feel they pulled a bait and switch and I am very dissatified with Locators!”   In this instance, the customer was given access to our database of rental property information specifically queried down to show only properties that were in counties: Dauphin, Lancaster & Lebanon Counties in Pennsylvania provided that none of those were over $1,000.00 and all of those were all over 1 bedroom or larger.   She joined the service on June 26th 2015 and logged into our web site to view the property listings on June 26th, 30th, July 7th and finally on July 9th 2015.   In the complaint she mentions that she barely used the service which we have to agree is true. She also mentions our refund policy, which is given to every client. The refund policy stipulates that a person must access our listings throughout the entire 90-day term and not move.   Several issues arise regarding this refund. Firstly, printing the listings is not an issue because the customer did not access the listings throughout the 90-day term. Secondly, the customer never gave us a written request for a refund which is required before we can process a refund. On June 30th she spoke with one of our Customer Support representatives and stated that she wanted a refund because the print was too small. Our notes indicate that our representative explained how to make the font larger in the browser she was using.   She also mentions that she is living in the same place and did not move, but on August 19th she spoke with another representative form our company and said that she “found a place on her own and didn’t get it through our service.” Our refund policy states that refunds are only issued to clients that have used the service throughout the 90-day term and have not moved. This client told us she did move. But again, she did not access the listings as required through the entire 90-day term. She only accessed the listings FOUR days out of 90.   Insofar as “bait and switch” our service was explained in detail to the customer, as it is to all customers. Further however we gave her a copy of our contract terms & conditions which explains exactly what we do and do not do, our advertising and refund policy. The customer understood those terms and agreed to them. There was no bait and switch. The customer got exactly what she paid for. Nothing more, nothing less.   Having received that, she then affixed her signature thereupon, thereby indicating her complete understanding of those terms and the refund policy.   Based on the terms of the signed contractual agreement, the customer 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 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.   Regards,   Locators Customer Support

To whom it may concern,

text-align: left;">Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues.

Our customer states that she was “…Scammed into paying $185.00 for a rental service that doesn't produce what they are advertising on Craigslist.”

This customer was not scammed into anything.
Rather, she discussed the service on the telephone and then was sent a copy of the written terms of service.
After reading and agreeing to the terms contained therein, she affixed her signature to the agreement and we provided our services which are described as:
“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.”

She knew of and agreed to the use of and the purpose of our service. As you can see, there is no mention of anything other than the customer is paying for access to our database of rental property information.

She was not paying “…NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT…” She was paying for “…A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” Which is exactly what our company did.

With regard to listings that appear on craigslist the following excerpt is also from the signed contractual agreement:
“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.”

This customer knew about this policy and in fact called our office several times to ask about it. She however would not listen to any explanation. Rather she kept iterating that a particular landlord did not know about us.
We explained to her and will add in this response that our job is to obtain and present as many properties as possible to the customer. Whether or not a landlord, agent, manager or what have you, remember speaking with us is irrelevant. What is relevant is whether the customer was able to contact the landlord from the information we provide. It certainly sounds like she was.


On March 9th 2016, she called into our company and these are the notes from our file:
“She called and said we are scammers because she didn't get anything that we advertised on craigslist on her list. I tried to explain she just kept saying baloney baloney baloney. Then she said that a management company we have doesn't give us permission to give out their info. I said It doesn’t matter if they remember or did or not. I tried to explain but she wouldn't let me then she said that the management company would not give her the $185.00 back to her.
I didn't even try explain that answer. She wouldn’t have listened.
She said she called her credit card company and the Revdex.com and her local tv station and she hung up on me“

Then on several days following, she sent us messages through our web site wherein she called our company a scam, quoted some unnamed (fake) person claiming to be a former employee and said she was going to contact every landlord and tell them to say they never gave us permission.

Although we explained to her the reasoning and how we obtain information and that she was not paying for information on any particular property, she refused to listen and wanted our company to conform to her rules.
She was told exactly what we do, how we work and how we obtain information.

In the message she also said “I'm contacting every agency I can to report you and the scammer Locator business. Have a great day!!!”

At this point, she is abusing our service and making false accusations about our company and her service has been suspended and she will not obtain a refund:
“ABUSES OR UNAUTHORIZED USES OF THE SERVICE ON THE PART OF THE POLICYHOLDER TERMINATES THIS POLICY. LI IS NOT RESPONSIBLE FOR LOSSES OF ANY NATURE WHATSOEVER.”

We tried in vain to explain to her our services. We tried in vain to answer and address all and any of her questions. Simply, she refuses to either listen or give us a chance to explain in a reasonable manner. She stated that something about “…They never hired you to procure tenants for them and as every other listing, would have never given me $185.00 back!!!...”

Landlord do not hire us.
We are hired by prospective tenants to have them gain access to our database of rental property information.
In fact we tell all landlords we have already been hired and paid by tenants and we are a completely free service to them.

She mentions about landlords not giving her the $185.00 she paid for our service back to her.

Some landlords are free to participate in a “fee reduction program” wherein certain landlords are willing to reduce the first month rent for a tenant using our service. It is a totally voluntary program.
Each landlord that has chosen to participate in that program is indicated in each listing with a “$” to show that they participate. Clearly the one landlord she contact that she mentioned that did not participate and also did NOT have the “$” to indicate so. But again, she did not want to have that discussion.

The issue of whether or not a landlord or management company gave us permission is not a valid complaint. We obtain permission and whether or not a management company recalls, or perhaps one person gave permission and the other does know about it not is not an issue. The ONLY issue is did they customer use the information to contact the landlord. In this case she did, and therefore we performed our job.

We do not receive any commission or payment from any landlord so frankly, we don’t care if they remember us or not. Again, our only concern is that the customer gets the information and acts in a responsible manner using the service as described and by contacting the landlord secures the choice to rent or not. Were only trying to get the tenant in front of the landlord. The rest is up to them.

Ms. Hauck is not acting in a responsible manner and is not using the services as described. She is using the service and irritating landlords that want no part in her drama.

We have however ceased providing services to this customer and shall not in the future. Any customer is free to complain, voice their opinion or ask any questions of us. This person however we believe will use our data to attempt to unfairly misrepresent our service to other people and because of this we have terminated our relationship with the customer.

We provided services to this customer exactly as described in the signed contractual agreement. We did our best to provide correct answers to the customer also, but have failed to make this customer happy simply because she refuses to even have a civil discussion. She refuses to abide by the terms of the contract and states that she wil try to harm our company.

She could have used our service as designed, contacted prospective landlords and made appropriate arrangements to rent. But instead she is focusing her time in this fashion. The real estate company she mentioned in fact does use our free service to list with our company at no cost. There are over 500 properties from that company from over the past decade. But again, that is not an issue.
Had she had the ability to listen and understand our service, she may have even rented by now. I can’t imagine a landlord that would be interested in renting to a person who comes across as more interested in persecuting them and us rather than incentivize the landlord to rent to them! But, we wish her well and we hope she finds the perfect landlord. She just won’t be getting the leads from us.

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.
There won’t be any other decision from our company as a rebuttal.


Therefore we request that you mark this file as a resolution and ask that you please note our file accordingly.