Locators

Review: When I signed up with Locators I agreed to pay $185 and they would send me lists of properties for rent. They told me I could cancel anytime and that after 90 days they would refund my money if I had not found a property. 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. Also, their lists were supposed to be updated on a regular basis and they were not. 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. Desired Settlement: 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.

Review: I spoke with [redacted] on 8/27/15 to have a large listings of rentals with some rentals not listed statewide, but when I signed up there was nothing special about the listings he gave me , he also told me that the landlords pay him to list with his company, but when I called a few landlords said they knew nothing about him or his company.. the listings that he gave me are old and not up to date, when I called him back and told him that I asked the landlords if they are connected to his company.. mark clearly said that I shouldn't have asked them that.. I paid $185.00 for nothing thinking that I would find a house that meets my budget, but there was nothing on the list that fits my budget of 500 dollars he lied to me saying that so many landlords sign up with his company but no one knew about his company.. then he laughed and said he has my money already.Desired Settlement: I would like a refund of my 185.00 they are ripping people off

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.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 dateAL 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.

Review: I signed up with Locators for $185 and said they'd send me lists of properties for rent. I was told I could cancel anytime and that after 90 days they would refund my money if I had not found a property. I was told that the lists were exclusive and could not be found at other places. I received some lists online but they were not what I asked for. I was getting lists that had wrong and outdate information, completely useless. The lists were supposed to be updated on a regular basis and they were not. 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. I was never told this!!! I am now getting the charge refunded by disputing it with my credit card/ bank to get it refunded for me.Desired Settlement: This business lied about the product they offer and don't want to give refunds. I would like to be refunded. If they don't listen to you, dispute the charge with your credit/debit/bank card company to remove the fee.

Review: I was getting evicted in the summer of 2015 from my old place over a rent dispute. so in my desperate situation I paid the $185.00 required for this service. To my understanding, the rep I talked to said that if I did not move I would be eligible for a full refund. He FAILED to mention that I needed to remain at my previous address AND print out listings three days a week to be eligible. This service seemed a bit shady to begin with but since I was getting kicked out what other choice did I have? Most of the listings I would see would lead me to their number anyway. Most of the listings I got from them were either out of my price range, or not in the desired area I was looking to live. I just thought, "Thats understandable, cant expect there to be the perfect listing." but I still assumed I'd get my money back if they couldn't deliver. So I find a place, right next to my school, without their help. and I call to see if I can get a refund, they say I need to wait for my plan to expire first. "A little inconvenient but whatever" is what I thought. my policy expired at the end of Oct 2015. So I sent my request in writing( which I thought was weird) at the beginning of November. I now just received my letter stating that I am ineligable for that refund because I moved into a place (even without their help) and didn't print out the listings 3 times per week. WHAT!?

Their policies are just ridiculous, and I feel like reps dont tell you about them on purpose so they can keep your money. I don't understand that if you move regardless without using their service, your still uneligable for a refund. I WAS BEING EVICTED, I wouldn't have stayed at the old address whether I used their service or not, and now I come to find I pretty much paid almost 200 dollars for nothing. I'm a working college student, that money can go a long way if I can get it back. Called them twice about it, call got dropped both times when attempting to connect to anyone above a sales rep, now I'm here.

I told the sales rep in the beginning I was being kicked out, I wish he would've said. "Due to our policy, If you find a place without using our service, since your clearly definitely going to be moving somewhere one way or another, we still keep the 185. would you like to continue?" and I would have given them a hard passDesired Settlement: I want my 185 back please

Business

Response:

Though Mr. [redacted] is upset about the refund policy, he did agree to participate according to the terms. 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 document. Once 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. [redacted] 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 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.” Accordingly and per the refund policy terms, since Mr. [redacted] 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 25 years. It is the sole method we use to determine refund eligibility. If a client adheres to the terms, a refund is issued. If they do not or have moved, a refund is not issued. In 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.

Review: locators advertise a property that was not really up for rental.Desired Settlement: $185. Fee refunded.

Business

Response:

The customer complains that our company advertised a property that was not really up for rent and desires a refund based on that. 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, 2015 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” In that criteria described above, we searched all of Delaware County, PA and gave Ms. [redacted] the results for all properties that were 2 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 properties. As 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 landlord. However 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 listings. It 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 9 months ago in January and her policy expired in April. That’s a long way to file a complaint. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In summary... The customer contacted our company. We have provided services exactly as described in our policy agreement. This customer is not eligible for a refund per the terms of the written refund policy.

Consumer

Response:

Review: 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!Desired Settlement: Refund of 185 dollars

Review: I spoke with a rep on 4/6/15 who advised me of the products I adv him of what I needed and was interested in. with that being said he assured me I would find what I wanted and needed. however that was not the situation. every house that suited my needs was in the city and I adv him I did not want that due to the school district. the company then kept posting ads on craigslist for homes that were not on the search list at the same time. I was told after 90 days I could req a refund if I was unable to find anything with my needs and I needed to do so by fax. after my 90 days I req the refund via fax and 3 weeks later I have heard nothing. I have been calling this dept for 2 weeks to see what is going on and everyday I am unable to get through to a rep it places me on a hold to wait for a few min and then states they are busy or closed.Desired Settlement: I would like my 185.00 refunded back to me, and for them to stop falsely advertrised

Business

Response:

Subject: Complaint by Ms. [redacted] Our Ref # [redacted] Case # [redacted] In reply to: Your ORIGINAL letter dated 09/15/2015 To whom it may concern, 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. Customer Review: He (company rep) assured me I would find what I wanted and needed. however that was not the situation. every house that suited my needs was in the city and I adv him I did not want that due to the school district. Company reply: In the discussion had with every client, we query down the search criterion to the County(s) desired, the minimum number of bedrooms needed and the target price by a $1,000.00 range. We then show all the properties sorted by area alphabetically for the choice of the customer. In Ms. [redacted]’s case, we showed her ALL the rental properties in our system that we within the Berks & Chester County areas in Pennsylvania ONLY, but showed only those which had a minimum of 3 bedrooms or larger (so nothing smaller than a 3 bedroom property) and providing than only those between $500.00 to $1,500.00 rent range were shown. At that point, the choices of which of those properties to contact is left up to the customer. The number, quality and geographic area that a particular property is in is dynamic in nature as it reflects the real time rental market and therefore changes often whenever a rental becomes available or becomes rented. The contract that the customer read, reviewed agreed to and signed contains the query specifics at the very top of the document and the first sentence in the first paragraph explains the nature of our service and the exact services we provide as follows: “THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON April 6, 2015 AND IS TO BE USED EXCLUSIVELY BY ME. I UNDERSTAND THAT PAYMENT TO LOCATORS, INC. (HEREAFTER CALLED LI) IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” This is exactly what service we provided. To be clear and specific; we do NOT sort by school district, but rather show all properties within the search parameters and allow the customer to choose whatever property is available that they like, if any. It is always the customer choice and whether or not any property in any area appears is at the rental market discretion. We can never determine how many, where or what quality of a property will appear in the future. Our service is to provide access to our database of rental properties for a 90-day term. If customers have not moved after using the services as described in the signed contractual agreement, we offer a full refund policy in writing. Ms. [redacted] actually only obtained the property listings on April 6th, 7th, 8th, 9th, 10th, 13th, 15th, 21st, May 6th and then finally on June 2nd, 2015. Basically she looked 8 times in April, once in May and once in June. We were doing our job of adding and deleting properties throughout the entire 90-day term. Properties may have been added or deleted, but during the times of inactivity the customer would have missed anything that became available. We do not contact customers when properties become available, but rather allow them unrestricted access throughout the 90-day term. Customer Review: the company then kept posting ads on craigslist for homes that were not on the search list at the same time. I was told after 90 days I could req a refund if I was unable to find anything with my needs and I needed to do so by fax. after my 90 days I req the refund via fax and 3 weeks later I have heard nothing. I have been calling this dept for 2 weeks to see what is going on and everyday I am unable to get through to a rep it places me on a hold to wait for a few min and then states they are busy or closed. Company reply: In the signed contractual agreement, the advertising and refund policy is clearly explained. That is we offer a full money back guaranteed if clients have not moved during the 90-day term. Refunds are only accepted AFTER the 90-day term. We also give customers 2 full weeks after that 90-day term with which to request a refund. Additionally, to obtain a refund, customers are required to obtain the listings throughout the 90-day term. As stated earlier, Ms. [redacted] did not continue using the services as described and therefore was not eligible for a refund. Not only is the entire refund policy written in the signed contractual agreement, there is a full page explanation when the customer logs into our web site which we mandate the customer sees BEFORE they can proceed to the listings and the customer has access to these documents at all times in the FAQ section in their account. In addition to that, there is a recorded statement which states every detail for customers who call. Refunds are also accepted in writing and require proof of address. Though Ms. [redacted] states she submitted her refund via fax after the 90-day term, there is no record of ever having received it. Not in the USPS mail, (as required) but neither via fax. As stated, the last time she even logged into the site to obtain new listings was Jun 2nd and her term didn’t even expire until July 5th 2015. The time to have her apply for a refund would have been between July 5th and July 20th. Having said that however, she would not have been eligible for a refund at all as she did not use the services as described. Insofar as advertised properties, we state many places (but also in a boxed area in the middle area in bold print underlined) that we have no way to track any advertised property so clients are directed to use only the listings that appear in our database and that we will not discuss any advertised property. Customer Review: Desired Settlement: I would like my 185.00 refunded back to me, and for them to stop falsely advertrised Company reply: A refund at this time is contrary to the company policy. The customer did not follow the terms as written and therefore a refund cannot be issued. And, there is, was and never will be any false advertising. Rather, we advertise our service and explain to every client before any services are performed that we assist clients for a 90-day term and even offer a full refund policy of clients use the service and do not move. There is no false advertising of anything. Everything about our company is fully disclosed and designed for success. If clients use the service as described and still have not found success, we offer a full refund policy. 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 eligible for a refund based solely on the terms contained in the signed contractual agreement.

Review: my husband and I signed up with locators under the assumption that we would find a home to move to that they guaranteed we would find because they don't work for free I explained to them that the listings that were listed were repetitive and already rented. we were not explained that they required so many days per week to look. we were told if we could not find a place we would get a refundDesired Settlement: I want my 196.00 back nothing more nothing less

Business

Response:

Ms. [redacted] was a customer of our and joined the service MARCH 19, 2013 OVER TWO AND A HALF YEARS AGO. From the notes in her file, we can see that she joined and logged into our web site a total of 10 times over 90-days. On June 25th 2013 she applied for a refund but was denied because she did not comply with the terms of the agreement. A letter was sent to her explaining the reasons. Then on August 8, 2013 she called up and said she did log in 3-time every week and that she used 2 computers. We explained that it does not matter how many computers she used, we track every login and she only logged in 10 times and therefore she was not eligible for a refund. She told us she would go the Revdex.com, The policy and get an attorney. Again, this complaint is from a customer 2 ½ years ago. We provided the services to her as defined in the signed contractual agreement. She was not eligible for a refund and did not receive one. We would have no other response to this complaint.