LoopNet Inc.

Initial Business Response /* (1000, 7, 2015/05/11) */
Dear Mr. [redacted],
Our records indicate that on March 10, 2014 you subscribed to a Premium Searcher subscription and chose to pay in monthly installments of $97.93. LoopNet offers lower monthly rates with longer commitments; however, LoopNet...

does not offer one-month only Premium Searcher subscriptions. All subscriptions continue until you contact LoopNet to cancel your account. The first cancellation request LoopNet has record of receiving for your Premium Searcher subscription was in February 2015, at which time your subscription was canceled.
Please note that per LoopNet's terms and conditions, to which you agreed to upon purchase states, "customers must notify LoopNet about any billing problems or discrepancies within 90 days after charges first appear on their account statement. If it is not brought to LoopNet's attention within 90 days, the customer agrees to waive their right to dispute such problems or discrepancies."
As a onetime courtesy, LoopNet will credit the last three charges incurred for your Premium Searcher subscription: February 10, 2015, January 10, 2015 and December 10, 2014 charges. Your refund will be processed to the credit card on file for your account within five business days. If you have a reference number for a previous cancellation request submitted, please reply to this email with that number and we will further research your account. Otherwise, please know that all other charges incurred to date are valid charges, and no further credit for your account will be issued.
Regards,

Dear Mr. [redacted],
 
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 the end of your term on October 6, 2016.  You will have your Premium Lister benefits until then per the contract terms.
 
 
Regards,

Initial Business Response /* (1000, 10, 2016/01/03) */
Dear Ms. [redacted],
Our records indicate that on June 19, 2013 you subscribed to an annual Platinum Searcher Package which includes Premium Searcher, Property Comps, and Property Facts subscriptions and chose to pay in monthly installments...

of $81.89, $25.98, and $25.98 respectively. Please be advised that as a one-time courtesy, LoopNet processed an early cancellation of your premium services, per your requests, on December 1, 2015. Your cancellation confirmation email was sent to the email address on record for your account: [redacted]@roadrunner.com and your LoopNet subscriptions will be downgraded to free and Basic membership at the end of the current billing term, on December 18, 2015.
Please note when subscribing to LoopNet Premium services in the future, that LoopNet does not offer one-month/quarter/annual only Premium Searcher, Property Comps, or Property Facts subscriptions. All memberships continue until you contact LoopNet to cancel your account, Per the Terms & Conditions presented at sign-up.
Regards,
[redacted] L.
Member Services
LoopNet
Initial Consumer Rebuttal /* (2000, 12, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied that LoopNet is cancelling the service now after I have had it for 18 months as when I asked to cancel they were telling me I could only cancel on an annual anniversary date(making me responsible for the rest of the calendar year- in this case 6 more months.
I was told the membership agreement was for one year when I initially signed up and never told it auto renews for an annual contract and you cannot cancel during the year. I would never sign up for such a shady, rigid, inflexible plan devised to "trick" customers. Their yelp reviews shows that there are many customers that got tricked like myself.

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Mr. [redacted],
Our records indicate that on March 24, 2014 you subscribed to an annual Premium Searcher subscription and chose to pay in monthly installments of $69.24. Please note that LoopNet offers lower monthly rates with longer...

commitments. LoopNet does not offer one quarter nor one year only Premium subscriptions. Premium 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 term. Please 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 24, 2014 at 8:48 am PST. When 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, 2016. You will have your Premium Searcher benefits until then and will continue to be billed monthly per the contract terms.
Regards,
[redacted] R.
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

Complaint: [redacted]I am rejecting this response because:
 
I responded back several weeks ago that I am rejecting the business response. I had called sometime in May and spoke with somebody to cancel. It was not till I saw my statement that I noticed that I am still getting charged.
I need reimbursement of two unauthorized  charges made to my credit card and cancel membership going forward.Sincerely,[redacted]

Dear [redacted],
 
Our records indicate that on May 23, 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 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, 2016 at 12:48 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 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,
 
[redacted]
Member Services
LoopNet
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
The LoopNet failed to admit that I started my subscription on Jan 7th with a lump-sum payment for a quarter with no need for cancellation. When I renewed in April, I am renewing the same term --- one time lump-sum payment no need to cancellation. LoopNet had NEVER sent me any bill or receipt after charging my credit card. In fact, I have NEVER received ANY bill/receipt or even email notification for the next six charges they put on my credit card. They just silently deduct money from my credit card continuously. This is fraudulent business practice that has to stop or they will face class lawsuit.
LoopNet should answer one simple question: when they deduct a payment from consumer's credit card periodically, should they send a notification/bill/receipt to the consumer? If I had the notification, I would have been able to discover the fraud earlier.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Dear Mr. [redacted],
Our records indicate that on September 26, 2015 you subscribed to a quarterly Premium Searcher subscription and chose to pay in monthly installments of $264.95. Please note that LoopNet offers lower monthly rates with longer...

commitments. LoopNet does not offer one month, one quarter nor one year only Premium subscriptions. Premium subscriptions may be kept active for one billing term, but you must submit your cancellation request prior to end of that term. The request for cancellation submitted on October 30, 2015 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 25, 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. When 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 November 25, 15. You will have your Premium Searcher benefits until then per the contract terms.
Regards,
[redacted].
Member Services
LoopNet
XXX XXX XXXX Toll Free
XXX XXX XXXX Fax
[redacted]@LoopNet.com
[redacted] XXXXX
[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
Dear Mr. [redacted]
Our records indicate that on March 23, 2015 you visited LoopNet.com and chose to subscribe to an annual Platinum Searcher Package billed monthly at $394.85 (plus tax). LoopNet's Platinum Searcher Package includes Premium...

Searcher at $170.15/month, Property Comps at $112.35/month, and Property Facts at $112.35/month (plus applicable taxes). Please note that during the purchase process, LoopNet presented you with three billing options: a monthly subscription term at $444.85/month, a quarterly subscription term at $414.85/month and an annual subscription term at $394.85/month. You selected the annual Platinum Searcher subscription which clearly indicated that the annual commitment was billed monthly and was the best value with an annual savings of $2640; LoopNet offers lower monthly rates with longer commitments.
Immediately after upgrading, LoopNet automatically emailed a receipt to the email address on file which included your product description, price, and recurring billing term. Also upon first login post-purchase LoopNet.com intercepted you with a message reiterating your annual commitment; our records indicate that you acknowledged and again accepted that commitment on March 24, 2015 at 7:16am PST. When you first registered with LoopNet, and again when you purchased your Platinum Searcher Package, 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 you will have your Platinum Searcher benefits until the end of your current billing term March 22, 2016 and will continue to be billed monthly per the terms of service.
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 Business Response /* (1000, 7, 2015/12/16) */
Dear Mr. [redacted],
Please know that LoopNet processed a cancellation of your Premium Searcher subscription, and sent a cancellation confirmation to the email address on record for your account: [redacted]. Your Premium Searcher subscription...

was downgraded to a free and Basic membership at the end of your current billing term, on December 9, 2015. The cancellation request made on November 9, 2015 is the first LoopNet has record of receiving for your account. Please feel free to forward record of any previous cancellation request, and I will request that Billing cancel your account accordingly. Otherwise, please know that you were refunded for one month of service in the amount of $158.83 on November 30, 2015.
LoopNet Services were provided for your account for the entirety of your paid subscription. All LoopNet subscriptions are on a prepay basis wherein payment is collected at the beginning of the billing cycle, and all LoopNet subscriptions automatically renew. LoopNet does not cancel services based upon user activity. Each individual is responsible for contacting LoopNet to request cancellation of membership accounts.
Please know that LoopNet does not offer one-month/quarter/year only Premium Searcher subscription; all memberships continue until you contact LoopNet to cancel your account. 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. LoopNet automatically emailed you a receipt the day you upgraded which included your product description, price, and recurring billing term.
Regards,

Complaint: [redacted]I am rejecting this response because the policies referenced in the email are in direct contract to what was discussed and agreed to by the Loopnet representative that sold me the package.  I agreed to one, 3-month package, not a rolling membership.  It is this type of deceptive sales tactics that are what drives customers away.  Who's benefit is a automatic renewal in?  The customers - no.  I will accept nothing less than a credit for charges beyond the three months I agreed toSincerely,[redacted]