LoopNet Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/24) */
Dear Ms***,
The Premium Lister with Network Distribution in your mother's name had been activated on an annual commitment on March 11, A cancellation was initially submitted online on April 13, be effective end of term on
March 10, It was not until June 18th that LoopNet was notified that your mother had passed, and we confirmed that we had updated the cancellation and no further charges would be incurred
The last charge incurred was June 11th, and we will process a credit in the amount of We are sorry for your loss
Regards,
***

Initial Business Response /* (1000, 5, 2015/11/17) */
Dear *** ,
Our records indicate that on January 26, you subscribed to a quarterly Premium Lister listing plan subscription and chose to pay in monthly installments of $Please note that LoopNet offers lower monthly rates
with longer commitmentsLoopNet does not offer one quarter nor one year only Premium subscriptionsPremium subscriptions may be kept active for one billing term when the subscriber submits a cancellation request prior to end of that termYour Premium Lister plan subscription has been cancelled effective at the end of the current quarterly term, on January 25, You will incur two final charges, one on November 26, and lastly one on December 26, Please forward record of any previous cancellation request you submitted and we will cancel your account accordinglyOtherwise, please know that all charges incurred to date and until January 25, are valid charges
Upon upgrading, LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing termYou were also sent a welcome receipt, which reiterated your quarterly commitmentPlease know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on January 30, at 10:am PSTWhen you first registered with LoopNet, and again when you purchased your Premium Lister subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: www.loopnet.com/terms ) which state under the Payment Terms section that no mid-term cancellations will be permitted
Please know that removing or changing the status of a listing or listings on LoopNet.com does not cancel your Premium subscription, as it is common for LoopNet users to remove a listing or listings while keeping their Premium Subscription active and billableIn order to keep all listings on LoopNet updated with the most current information we ask our members to update/renew their listings once every daysLoopNet sends each listing contact reminder emails indicating that the status of the listing must be reviewed and "renewed." These reminder emails are sent after 30, and days of inactivity if the listing has not been updated
If the listing is not renewed after this series of reminder emails has been sent during the 75-day period, the listing automatically moves to an Off-Market statusLoopNet.com is a marketplace for active for sale and for lease availabilities, and the terms of services require that the listing contacts take an active role in maintaining accurate and consistent content
Regards,

Initial Business Response /* (1000, 5, 2015/10/02) */
Dear Mr**,
Our records indicate that on March 21, you subscribed to an annual Premium Searcher subscription and chose to pay in monthly installments of $Please note that LoopNet offers lower monthly rates with longer
commitmentsLoopNet does not offer one quarter nor one year only Premium subscriptionsPremium subscriptions may be kept active for one billing term, but you must submit your cancellation request prior to end of that term
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing termPlease know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your annual commitment, and you accepted that commitment on March 21, at 8:pm PSTWhen you first registered with LoopNet, and again when you purchased your Premium Searcher subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: www.loopnet.com/terms ) which state under the Payment Terms section that no mid-term cancellations will be permitted
Your Premium Searcher membership has been canceled effective the end of your term on March 20, You will have your Premium Searcher benefits until then and will continue to be billed monthly per the contract terms
Regards,
*** R
Member Services
LoopNet
XXX XXX XXXX Toll Free
XXX XXX XXXX Fax
***@LoopNet.com
*** XXXXX
loopnet.com
costargroup.com
NASDAQ: CSGP

Dear Mr***,
Thank you for your reply. Our records indicate that you activated a quarterly Premium Lister subscription on March 4, 2016.
Immediately upon upgrading, LoopNet emailed you a welcome receipt, which communicated to you the recurring billing term and price of your Premium Searcher subscription. When you first registered with LoopNet, and again when you purchased your Premium Lister subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: ***); under the Payment Terms section you'll see that "subscriptions will automatically renew unless Customer contacts LoopNet Cancellation to cancel three (3) days prior to the renewal date and indicates its intent to cancel."
Please note that LoopNet does not offer one month, one quarter nor one year only Premium Memberships. You may keep your Premium subscription active for one billing term, but you must submit your cancellation request prior to end of that term. In order to credit your account, LoopNet needs proof of any cancellation request you submitted prior to your June 4, bill date. Without proof of previous cancellation, please know that all charges incurred to date are valid and no credit is due for your account
Regards,
*** **
Member Service Coordinator
*** ***
***
*** *** *** *** *** *** ***
Find us on:

Dear *** ***,
Our records indicate that on May 23, you subscribed to a quarterly Premium Lister subscription and chose to pay in monthly installments of $Please note that LoopNet offers lower monthly rates with longer commitmentsPremium subscriptions may be kept active for
one billing term, but you must submit your cancellation request prior to end of that termThis cancellation request is the first LoopNet has record of receiving for your account. Please feel free to forward record of any previous cancellation request prior to August 22, 2016, and I will request that Billing cancel your account accordingly. Otherwise, please know that all charges incurred to date are valid charges
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term. Please know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on May 23, at 12:pm PSTWhen you first registered with LoopNet, and again when you purchased your Premium Lister subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: ***) which state under the Payment Terms section that no mid-term cancellations will be permitted
Your Premium Lister membership has been canceled effective the end of your term on November 22, 2016. You will have your Premium Lister benefits until then and will continue to be billed monthly per the contract terms
Regards,
*** ***
Member Services
LoopNet
*** *** *** *** *** *** *** ** ***

Dear Mr***,
As previously stated, when you subscribed to a *** ad, at the time of purchase you agree to our Terms of Use policyThis policy states that all *** ads renew monthly until you turn off the renew setting or contact *** to turn off the auto renewal on your behalf
However, as a one-time courtesy, *** will credit the last charge incurred on April 12, in the amount of $for your active *** ad renewalPlease allow to days for the refund to post to your bank accountAlso please feel free to contact us at *** if you have any additional question or concernsWe hope to do business with you in the future
Thank you,
*** ***
Customer Success Team Manager
*** | *** ***

Dear Mr***,
Our records indicate that on March 4, you subscribed to a quarterly Premium Lister subscription and chose to pay in monthly installments of $Please note that LoopNet offers lower monthly rates with longer commitmentsPremium subscriptions may be kept active for
one billing term, but you must submit your cancellation request prior to end of that termThe cancellation request received on July 15, is the first LoopNet has record of receiving for your account
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term. Please know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on March 4, at 11:am PSTWhen you first registered with LoopNet, and again when you purchased your Premium Lister subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: ***) which state under the Payment Terms section that no mid-term cancellations will be permitted
Please note that on July 15, Loopnet approved a courtesy end of month termination of your Premium Lister membershipYour Premium Lister benefits were downgraded effective August 3, 2016, however, we have concluded no credit is due for this cancellation
Regards,
*** **
Member Service Coordinator
*** ***
*** *** *** *** *** *** ***
Find us on:

Initial Business Response /* (1000, 7, 2016/02/05) */
Dear Mr***,
Thank you for bringing this matter to our attention
Per your request, LoopNet had deleted your Basic memberships within the LoopNet system, associated with the following email addresses: ***@hotmail.com &
***@gmail.com
Please know that by deleting you basic memberships, all relevant personal/contact information for you has been removed from the LoopNet site and is no longer searchable in our Broker Directory
We do sincerely regret any inconvenience this matter has caused you and hope you chose LoopNet for your future Commercial Real Estate needs!
Regards,
*** R
Member Service Coordinator
CoStar Group
***@costar.com
California st
San Francisco, CA, XXXXX
Find us on:
Initial Consumer Rebuttal /* (3000, 9, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not all information has been deletedHere is the site information showing otherwise as Active:
www.loopnet.com/profile/XXXXXXXXXXX/P-P/
Final Consumer Response /* (3000, 12, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not all information has been deletedHere is the site information showing otherwise as Active:
www.loopnet.com/profile/XXXXXXXXXXX/P-P/

Complaint: ***I am rejecting this response because they are stating the very same non-sense for the 2nd round without addressing my question at allMy question is summarized as follow:
I renewed to a quarterly one-time charge without requiring terminationThey did not prove me otherwise at all
They charged my credit card for a consecutive months without ANY email notificationWhen you charge my credit, you should notify me by an email or text messageThis is a very simple feature for an e-commerce companyIt is unethical or even illegal to charge my credit card without notifying meI am waiting for a class lawsuit against this companySomeone will do it
During the last months, I had no property to advertiseI am not using their service at allThe one property I have was rented out very quickly
I just need a candid answer for my question #2, which they have been avoiding from very beginningPlease tell us why you silently charge me credit for six month with a service I do not need?Sincerely,*** ***

Complaint: ***I am rejecting this response because: Again, YOU renewed our policy WITHOUT our authorizationThen you told us that we cannot get out of our contractI don't know how you can believe that doing this is A) good business practice or B) ethicalWe demand a refund and a cancellation of our accountI am not backing down from this. Sincerely,*** ***

Complaint: ***I am rejecting this response because: the reply refuses to acknowledge the frustration of the negative option continuity program, or provide any kind of refundThey have dinner nothing but report their original stancePerhaps I should notify an agency with more influence, such as the Federal Trade CommissionThey have a long and detailed fascination with firms who bill consumers without consent
If you refuse to refund, then I will find another way to get my money's worth
Sincerely,*** ***

Complaint: [redacted]
I am rejecting this response because: I did call sometime in May to cancel the service. Did not take the name of the person who was supposed to respond with cancellation. I did not keep any record of phone call, and assumed that cancellation would have taken place. If someone did not do their job at your end, that is not my responsibility. Reading through web complaints, I learn that this is a common practice used by Loopnet as other members have been duped too.
The e-commerce can survive with fair practices too, rather than using such deceptive practices. Satisfied customers always come back for valuable services.
It is not till I saw my statements in July that I realize that I am still being charged. This is unauthorized charge made to the card. I request full refund of 2 x84.95 payments.
Thanks.Sincerely,[redacted]

Dear **. [redacted],
 
Our records indicate that on April 14, 2017 you subscribed to a quarterly Premium Lister with [redacted] subscription and chose to pay in monthly installments of $112.95. Please note that LoopNet offers lower monthly rates with longer commitments....


 
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term.  Please know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on April 14, 2017 at 7:06 am PST. When you first registered with LoopNet, and again when you purchased your Premium Lister with [redacted] subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: [redacted] ) which state under the Payment Terms section that no mid-term cancellations will be permitted.
 
Please note that on August 22, 2017, you contacted our Customer Service department with request of cancellation. As a courtesy, an end of month cancellation to your commitment term was approved and processed. Please note that the cancellation of services is set to take place on September 13, 2017.
 
We were unable to establish a basis for crediting the account, however assure no further billing will be charged in lieu of the set cancellation.
 
 
Best Regards,
 
 
Essence R.
Member Service Coordinator
[redacted] Group
 
[redacted]
 
Find us on:

Dear Mr. [redacted],
 
Our records indicate that on January 12, 2017 you subscribed to a [redacted] ad. All [redacted] ads renew automatically until you turn off the renew setting or contact [redacted] to turn off the auto renewal on your behalf.
 
Your cancellation request  made on May...

5, 2017, was  the first [redacted] has record of receiving for your account.  Please feel free to forward your record of any previous request to turn off the auto renewal setting or cancel your ad prior to April 1, 2017 and I will request that our Billing department refund your account accordingly. Otherwise, please know that all charges incurred to date are valid charges. [redacted] ad subscriptions may be kept active for one billing term, but you must turn off the auto renewal setting.
 
**Please note that seven days prior to your [redacted] ad renewing on April 1, 2017, [redacted] sent you an “Auto Renew Notification email”, which explained that your [redacted] ad would auto renew on April 1, 2017.  The Auto Renew Notification email also stated that, “You can log in to your [redacted] at any time to review, edit or turn off your renewal by visiting the My Listings page. If you turn off auto-renew and your ad expires, you will be unable to renew your ad on a month to month basis.”
 
Also please know that as of April 1, 2017 you received 28 new leads from your [redacted] ad listing exposure.
 
However, per your request, we have turned off the auto renewal setting for your [redacted] ad and no further charges will incur. You will have your [redacted] ad benefits until the end of your current billing term which is May 12, 2017.
 
We do value you as a customer and hope to do business with you in the future.
 
Thank you,
 
 
 
 
[redacted]
Customer Success Team Manager
[redacted] | [redacted]
 
[redacted] 
[redacted]  |  [redacted]

Initial Business Response /* (1000, 7, 2015/06/01) */
Dear Mr. [redacted],
Our records indicate that on April 14, 2015 you subscribed to an annual Premium Lister with Network Distribution subscription, and chose to pay in monthly installments of $87.95. Prior to subscribing, LoopNet presented two...

commitment term options: a quarterly commitment billed at $112.95/month and an annual commitment billed at $87.95/month. LoopNet offers lower monthly rates with longer commitments, and you selected the least expensive monthly payment under the annual commitment. Immediately after upgrading your Premium Lister subscription, LoopNet automatically emailed a receipt to your attention which included your product description, price, and recurring annual commitment term. Upon first login post-purchase, LoopNet.com intercepted you with a message reiterating your annual commitment; our records indicate that you accepted that commitment on April 14, 2015 at 11:37 am PST. When you first registered with LoopNet, and again when you purchased your Premium Lister with Network Distribution subscription, you agreed to LoopNet's terms and conditions which state (under the Payment Terms section) that no mid-term cancellations will be permitted.
As a onetime courtesy, LoopNet will convert your subscription to the quarterly commitment at $112.95 retroactive to 4/14/2015. As a result, the additional quarterly commitment subscription fee of $25 for April, May and June plus the annual commitment charge of $87.95 (or $162.95 total) will be charged on 6/14/2015. As a result, your subscription would downgrade to a free and Basic membership on 7/13/2015. We must receive your agreement to this courtesy offer, otherwise your annual commitment will continue through April 13, 2016.
Regards,
[redacted]
Member Services
LoopNet
XXX XXX XXXX Toll Free
XXX XXX XXXX Fax
[redacted]@LoopNet.com
[redacted] St
Suite [redacted] CA XXXXX
loopnet.com
costargroup.com
NASDAQ: CSGP
Initial Consumer Rebuttal /* (2000, 9, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I will accept this. This is a reasonable compromise. Again, this was the type of resolution I was looking for from the start.

Dear Mr. [redacted],
 
Our records indicate that on July 22, 2015 you subscribed to a quarterly Premium Lister with Network Distribution subscription and chose to pay in monthly installments of $112.95. Please note that LoopNet offers lower monthly rates with longer commitments. Premium...

subscriptions may be kept active for one billing term, but you must submit your cancellation request prior to end of that term. This cancellation request is the first LoopNet has record of receiving for your account.  Please feel free to forward record of any previous cancellation request prior to October 21, 2015, and I will request that Billing cancel your account accordingly.  Otherwise, please know that all charges incurred to date are valid charges.
 
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term.  Please know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on July 23, 2015 at 8:47 am PST. When you first registered with LoopNet, and again when you purchased your Premium Lister with Network Distribution subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: [redacted]) which state under the Payment Terms section that no mid-term cancellations will be permitted.
 
Your Premium Lister with Network Distribution membership has been canceled effective the end of your term on October 21, 2016.  You will have your Premium Lister with Network Distribution benefits until then and will continue to be billed monthly per the contract terms.
 
 
Regards,
 
[redacted]
Member Services
LoopNet

Initial Business Response /* (1000, 5, 2015/09/15) */
Dear Ms. [redacted],
LoopNet.com is a membership-based website. To access listing information from our website, one must register as a free basic member. Prior to you submitting your name, phone number, and email address to our website for...

listing information, LoopNet provided a disclaimer below the "Contact Listing Broker" tab which states,
"By clicking "Contact Listing Broker", you are indicating that you have read, understood, and agree to LoopNet's Terms and Conditions. New to LoopNet? No problem. As a courtesy, LoopNet will automatically create a free account so that you can access more listing details, setup new listing alerts, and more. We will not share your email address. View our Privacy Policy."
Also we provided a hyperlink for our, "Terms and Conditions" which will easily redirect any client to LoopNet's Terms of Use.
When you entered your name, phone number, and email address you created a free basic membership. On September 11,2015 LoopNet received your email stating that you would like to be removed from our website . Our records indicate that also on September 11, 2015 your free basic membership was deleted from our system per your request to our Client Services department. LoopNet confirms that there is no billing associated with this membership and that it is no longer active.
In the event that you wish to access the Loopnet site for future use, please note registration for a free basic membership is necessary to access search results and/or list properties on the Loopnet site. Per LoopNet's Privacy Policy (http://www.loopnet.com/xNet/MainSite/Marketing/About/Privacy.aspx), "LoopNet values your privacy, feedback and candor very highly. Any user information we collect is considered private and we do not use it or share it except as permitted herein, without the user's permission."
Regards,
[redacted].
Member Services
LoopNet
XXX XXX XXXX Toll Free
XXX XXX XXXX Fax
[redacted]@LoopNet.com
[redacted] XXXXX
loopnet.com
costargroup.com
NASDAQ: CSGP

Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title: [redacted], *
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@loopnet.com
Dear Mr. [redacted],
Our records indicate that on February 9, 2015 you subscribed to a monthly Premium Searcher subscription at a...

monthly rate of $159.43. Please know that LoopNet does not offer one-month only Premium Searcher subscriptions; per the Terms & Conditions you agreed to at sign-up, you are responsible for contacting LoopNet prior to your renewal date should you wish to cancel your account. All subscriptions continue until you contact LoopNet to cancel your account. LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term.
Outlined below are some membership details in our Terms and Conditions, available online, 24-hours a day at http://www.loopnet.com/termsandconditions. Please be advised that:
LoopNet Membership subscriptions automatically renew until you contact LoopNet indicating your intent to cancel.
The fees paid for monthly subscriptions are non-refundable, regardless of whether the subscription is terminated prior to the end of the service month.
No partial month refunds will be provided.
On July 15, 2015, LoopNet received a chargeback claim from your credit card company which included your cancellation request. This cancellation request was the first LoopNet has record of receiving for your account. Please feel free to forward record of any previous cancellation request prior to March 9, 2015, and we will process accordingly. Otherwise, please be advised that all charges incurred to date are valid charges and your account is now closed in our billing system.
Regards,
[redacted].
Member Services
LoopNet
XXX XXX XXXX Toll Free
XXX XXX XXXX Fax
[redacted]@LoopNet.com
[redacted] XXXXX
loopnet.com
costargroup.com
NASDAQ: CSGP

Dear Mr. [redacted],
 
On January 19, 2016, you signed up for a Single Premium Listing for a non-reoccurring term of 90 days.  The next plan that was signed up for was a Premium Lister plan with a quarterly commitment, billed monthly.  The two subscriptions provide the same service but fall under separate terms and conditions.  Our records indicate that on April 7, 2016 you subscribed to a quarterly Premium Lister subscription and chose to pay in monthly installments of $84.95. Please note that LoopNet offers lower monthly rates with longer commitments. Premium subscriptions may be kept active for one billing term, but you must submit your cancellation request prior to end of that term. This cancellation request is the first LoopNet has record of receiving for your account.  Please feel free to forward record of any previous cancellation request prior to July 6, 2016, and I will request that Billing cancel your account accordingly.  Otherwise, please know that all charges incurred to date are valid charges.
 
LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term.  Please know that LoopNet.com is an ecommerce site and immediately upon upgrading, the system intercepted you with a message reiterating your quarterly commitment, and you accepted that commitment on April 7, 2016 at 2:51 pm PST. When you first registered with LoopNet, and again when you purchased your Premium Lister subscription, you agreed to LoopNet's terms and conditions (available 24-hours a day: [redacted]) which state under the Payment Terms section that no mid-term cancellations will be permitted.
 
Your Premium Lister membership has been canceled effective end of month on October 6, 2016. 
 
 
Regards,
 
[redacted]
Member Services
LoopNet
 
[redacted]