Nutra Research International

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Company’s Response:The customer is NEVER charged before they read and agree to the contractual agreementWe place an authorization on the card and present the person with our agreement containing the terms of use including the purpose of our service as well as the refund and cancellation clauses.No fees are ever collect if the customer does not agree to those terms.If they never sign and agree, the services are not provided and the fees are never collected form our company.To be clear, the customer stated that she was charged before the electronic signature, but that statement is false. This not true, I was charged before signingsI spoke with my bank the sale went through at 10:I received the first email from them at 10:46. Customer’s Statement of the Problem:I received my "policy number" and the list of places showed upEvery single place on this is is available on other sights!! Why am I paying for a list of places that can be seen elsewhere!!? They also lied about this, I think they find listings and create information. Company’s Response:The customer logged into the web site using her policy number and viewed the listingsShe did so on ONLY THE FIRST DAY AND NEVER AGAINShe had a self-induced expectation that the properties she would see were exclusive listings not found elsewhere, but we never set such an expectation. Again untrueI spoke with a man named *** who stated I will not find there listings anywhere like trulia, zillow, or craigslistWhen in fact every single one of them were listed on those sights. Customer’s Statement of the Problem:As a matter fact I spoke with a Landlord a few days ago who is a realtor, this is listed for rent only on the realtor company she works forBut that same address is listed on here as well. Company’s Response:Our company has listings form many people and landlords which includes realtorsMany times, the broker will allow all the listings they have to be listed through our company(Why wouldn’t they? We send clients directly to them, so we are a valuable lead source for all realtors.) Whether a realtor knew that the broker listed with us or not, is not a concernThough we are disappointed that a licensed Realtor would say such a thing is extraordinarily unusual and may not have happened at all.Having said that however, they were able to reach the landlord through our services, and only on the first day! The property was good enough and met all their criteria enough for them to call and successfully talk to the landlordWe did our job, by connecting them to each other. The realtor I spoke with, listed her own property for rent, so the realtor is the landlord! I was not able to reach that landlord through their services, in fact I had spoke with them a few days prior and after speaking with them againThe realtor stated she has never used such services. Customer’s Statement of the Problem:I have attempted to make several calls right after to speak with someone and they have the calls screened!! You will not speak with anyone! You will leave a message and no one will get back with you! Company’s Response:We have no understanding of what the complainant means by screening callsWe have no way to “screen” any callCustomers call in and they push 1,2, or or dial an extensionThere is no screening done.On August 7th she called our offices and spoke with a representativeShe said she was lied to by our representative and said everything in our listings she already viewedShe said she would not wait 90-days for a refund and the call was transferred to our Customer Support Department.Then the following sat August 8th She again called in and spoke to our Customer Support Manager and told us that she was going to contact her” attorney and other agencies”The statement that “You will not speak with anyone! You will leave a message and no one will get back with you!” is simply not true or accurateWe spoke with her each day she called. I actually attempted to make several calls, I left voice mails and continually tried to contact someone right after this to get answersI tried from multiple phone numbersI tried calling the man "*** " back as wellevery time it went to voicemailWhen one time I did get someone on the phone they asked me to hold and sent me to a voice mail for customer servicewhen in fact I had used the prompts for customer service! In fact someone did return my call I did not call back, they did call me and the woman stated there was nothing she could doif you call from a blocked number, the do not accept the callsWhy would a company not accept calls? Customer’s Statement of the Problem:I want my $back I need it to move by the end of this month!!They are stealing money from someone who was unprepared to have to move and was not evicted!!The place I have live over years was sold and the new buyer wants the units for his family. Company’s Response:While our goal is to help every customer, and of course we certainly do not want to see anyone in a homeless situation, but the reality is that we did not put the client in the position of losing their homeTo our understanding, it was not even their fault either.New properties can be added and rented properties are deleted as soon as we are made aware throughout the 90-day term. this is correct, my landlord has sold out buildingI was notified on the 1st, I had already started looking at that pointI have till August the 31st to find a place and move, because the new owner is taking it over for their family. Desired Settlement: I want my money back! I also would like to see some sort of prosecution done to this company for lying and giving informationAlso for authorizing a payment without a signature first to the agreement of terms. Company’s Response:At this time, the customer is not eligible for a refund as stated in the refund policy which was read and agreed to by the customer because refunds are only issued to eligible customers after the 90-day service and not before.As for prosecution, there is nothing to prosecuteNo one lied and no information was given.I am not using the services, I have less than daysI am finding places on my ownIts a sad situation that a company will tell someone theses are listings you will not find, when in fact I did find them I was given information, I was told theses listings were not found on their sightsUntil after I signed upThat is being lied to

To whom it may concern, Enclosed you will find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by *** * ***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 thereThe rep I spoke to assured me I could get refund but they are making it nearly impossibleAlso asked for price range and all the listings were way more than thatTold 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 refundI am still at same address, barely used their service and really want my hard earned money backI 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,and all of those were all over bedroom or larger She joined the service on June 26th and logged into our web site to view the property listings on June 26th, 30th, July 7th and finally on July 9th In the complaint she mentions that she barely used the service which we have to agree is trueShe also mentions our refund policy, which is given to every clientThe refund policy stipulates that a person must access our listings throughout the entire 90-day term and not move Several issues arise regarding this refundFirstly, printing the listings is not an issue because the customer did not access the listings throughout the 90-day termSecondly, the customer never gave us a written request for a refund which is required before we can process a refundOn June 30th she spoke with one of our Customer Support representatives and stated that she wanted a refund because the print was too smallOur 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 movedThis client told us she did moveBut again, she did not access the listings as required through the entire 90-day termShe only accessed the listings FOUR days out of Insofar as “bait and switch” our service was explained in detail to the customer, as it is to all customersFurther 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 policyThe customer understood those terms and agreed to themThere was no bait and switchThe customer got exactly what she paid forNothing 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 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 summaryThe customer contacted our companyWe have provided services exactly as described in our policy agreementThis 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

Customer’s Statement of the Problem:This website posted on craigslist for a 3bd apartment for rent, when I called I found out that it wasn't for this location it was a "service" to help you find a place to live
The rep on the phone told me personally that it was going to be a person
helping us step by step to find a place and they ONLY deal with mom and pop places, NOT apartment building/complexs
Company Response:The customer did contact us and as she states, we explained that we were not the landlord, but rather a service that connects her with landlords
Our explanation is that we release all properties (ALL meaning all types including complexes and buildings as well as any landlord which includes realtors and property managersOur goal after all is to get the customer in front of as many landlords as possible to secure them finding the right place to live
Though our service is unique in that because we are a free service to landlords we do target private landlords that are looking for serious tenantsWe do not however ONLY list with themAs stated, we have properties form all types of landlords and dwelling typesIt is never said that we have exclusively private landlords, because we do not
Customer’s Statement of the Problem:We were desperate because we were being told our lease wouldn't be renewed in months (I believe at this point we only had a month left to find a place), due to the their issues with the township
Company Response:Each person has differing problems and the issue that their time line to move because they had landlord issues not of their own doing is certainly nothing that is under our control
Customer’s Statement of the Problem:We asked several times if a human being would help us and we were told yes all those times
Company Response:This is not possibleWe are not RealtorsWe do not drive people around to view propertiesWe do not work hand in hand with clientsThe contractual agreement states very clearly as follows:
“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.”
So the purpose of our service states that our purpose is only to provide access to informationIt is important to realize this, because when they were presented with a copy of these terms, they read and agreed to it as evidenced by their signature thereupon
Customer’s Statement of the Problem:There was some sort of contract that we had to click on after paying the money over the phoneWe were given a website name and a cr and told to click agree to the terms of the contract which stated they would find you a place in days or you will receive a refund
Company Response:As previously mentioned, there is a contract that is presented to every client before any fees are collectedThey are encouraged to read it, and if they agree to the terms (as these clients did) they affix their signature to it and begin using the services
The statement that they paid the money over the phone is simply them authorizing the feeThe amount is only collected by us IF AND ONLY IF the customer agrees and signs the contractIn this case, they did
The terms explain the refund policy in great detail as wellIt does NOT state that clients that clients WILL receive a refundIt dictates the terms of the refund policy and states exactly as follows:
“REFUNDS ARE ONLY 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
THERE ARE NO CANCELLATIONSNO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUNDI AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED.”
If clients do not adhere to the policy terms, a refund cannot be issued
Customer’s Statement of the Problem:The call ended and that's when we found out we paid our last $ for a list of apartment complexes in several areas for rent, even though we were specifically told NO complexes were part of their company
Company Response:The web site that they went to (our web site) shows all properties in the countyThe site allows clients to adjust the rent price and bedroom size to fit their needs and there is also a check box which will exclude all COMPLEX and BUILDING listedOur guess is that perhaps she simp;ly didn’t read the area that states “CHECK HERE TO EXCLUDE COMPLEXES AND BUILDINGS AS DWELLING TYPES”
The option however is thereWhether a client chooses to use that option is up to them and out of our control obviously
Customer’s Statement of the Problem:I checked their site or so times only seeing the same stuff that I find online for free, no change, no mom and pop nothing
Company Response:The clients did access the listings on April 10th, 11th & 24thThen in May they accessed the listings on May 18th onlyThey did not access the listings at any other time
The amount, of or type of property varies and for that reason, we have a90-day serviceIt is possible that there may have been few options that were within the area that they wanted, however, while we continually worked on their behalf obtaining new property information, they stopped looking after only times
Customer’s Statement of the Problem:The information give by some of these places was false
Company Response:Nothing in our system is false
Customer’s Statement of the Problem:I tried for months to get that money back, I FINALLY spoke to *** a very rude manager that said I wasn't going to get my money back that that site was 40ppl helping be find a place but none of the information give was correct
Company Response:On March 14th we received a call from PattyWe returned her call, and left a voicemail on her line
On July 19th we received an email asking how to apply for a refundA response was sent to her with instructions
On July 23rd Patty called in again and spoke to a representative who stated that she would have someone from Customer Support call her back
On the following day, July 27th our support staff called her and spoke with herIt was explained to her that she was not eligible for a refund simply because the refund terms were not followedAs stated earlier, “REFUNDS ARE ONLY ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE.”
Every time she called we either talked to her or returned her cal
In the customer’s case, since she did not follow the terms of the agreement, she was not eligible for a refund and simply, we explained that to her
Customer’s Statement of the Problem:I need my money back but most of all I don't want anyone else giving their last $ to a company that steals your money and gives you a list of free information
Company Response:The customer is not qualified for a refund based solely on the terms contained in the signed contractual agreementWe do not “Steal” moneyRather, we explain our service and back that up with a written agreement viewed and accepted by the customers before any fees are chargedVery transparent and the opposite of what the customer infers
Desired Settlement: I would desperately appreciate a refund, I was not given the right information and I don't have that money to just give away
I was desperate to find a home for my family, my children, or else we would have to live in a homeless shelter
We did move into the only place we could afford after pleading with the owners, we lost half our items and it was the most stressful experience
We need help and we need something to work out for us
We also do not want others in the same position to be taken advantage of also
Company Response:While our goal is to help every customer, and of course we certainly do not want to see anyone in a homeless situation, but the reality is that we did not put the client in the position of losing their homeTo our understanding, it was not even their fault
Having said that, we produced information to them and for them up through 90-daysNew properties were added and rented properties were deleted all the way through those 90-days
The fact that they just decided not to look at what we discovered for them is also something out of our control, but certainly we cannot be held accountable in any reasonable persons view for them not finding a rental unitWe continually provided the information to them and for them, but they just didn’t use it
That is not our fault
Additionally, they are not qualified for a refund because of their own lack of actionThe refund terms were given to them in writing and emailed to themThe refund terms were even explained to them over the phone on one occasion
No person that come to our service are “Taken Advantage Of…” on any level
This response has detailed the clarity and transparent nature of our service and the fact that this person knew our terms and decided not to follow them, even though it clearly would have benefitted them
Typically in cases like this, we would offer to extend the service to clients in their position to assist themThis offer will not be extended to themThey have wholly misrepresented every detail of the operation of our system
We have helped tens of thousands of tenants find great places over the years and we are a valuable and viable source to help people find places to live
The fact that these people purchased the services and then decided to stop using it has no reflection on us
The customer at this time, based solely on the agreed upon terms contained in the signed contractual agreement, is not eligible for a refund

Customer’s Statement of the Problem: My husband and I signed a contract with Locators that for dollars we would use their exclusive services and within 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 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 likeThis 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 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 dissatsfiedThey 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 matterAs 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 needsWe 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 aboutCompany response: The refund policy is clear on what must be done in order to obtain a refundIf clients follow the terms, they will be qualified for a refundIf 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 LocatorsI have done that several times now, only to be told, once I say "Great, I am already a member" that they can't help meToday 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 refundIf clients follow the terms, they will be qualified for a refundIf 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 trueWe 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 themWe simply do not discuss advertised propertiesAs 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 usWe are disappointed and we want our refund Company response: The refund policy is clear on what must be done in order to obtain a refundIf clients follow the terms, they will be qualified for a refundIf they do not, they will not qualify for a refund Desired Settlement: We just want our $backThey 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 marketingWe don't have 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 scamIt is the opposite of a scamAt 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 policyAdditionally, the following statement also appears in the contractual agreement: “LOCATORS MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREINTHERE ARE NO CANCELLATIONSNO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUNDI 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

Though our customer feels that our listings are not real, that statement is actually wholly untrueAll the properties in our system are realProperties become available and rented in real timeWe offer clients a 90-day serviceThe reason we do this is so clients have as many options as possibleIn this case, these customers actually only logged in ONE TIME!!! They paid for our services and then simply did not use itThey have no business calling us a scam since they didn’t really use the servicesWe are not a scamWe have been listing new rentals as well as deleting rented properties, but they would never know because they stopped viewing the properties While we are sorry the client feels the way they do, we are not a scam and we will continue helping Tenants and Landlords find each other as we have successfully done for dozens of years Refunds are only issued providing clients have participated according to the terms outlined in the signed contractual agreement

Firstly, please allow us to respond the opening statement from the Bureau which read: Dear Customer Service : Our records indicate that you have not responded to the captioned complaint that was mailed to your office (10) days ago We never received any such complaintThe address you
show on tis complaint is not our mailing addressHowever, now that this email was received, we shall address the complaint accordingly Customer’s Statement of the Problem: I signed up for a service to help look for a new place to live back on march 28, told me a lil about it I will admit it was a lil expensive but I went on gave credit card info and give it a tryi was sent a contract by email and was asked on phone do I agree to the terms as told on the phone and asked do they have permission to e-sign but told me to go to email that was sent click on and once I clicked it was e-signed before I had a chance to read EVERYTHING Company Response: The company does not do as the customer statesWe do not ask on the phone if the customer agreesWe do not e-sign for the customer; we cannotIt is not possible because the email is sent to the customerIn this case, we emailed the link to ***The client received the email and followed the link to the secured page to view the contract termsShe verified her personal information and proceeded to the terms pageShe then did review and agree to those terms herself and affixed her electronic signature to those terms on March 28th at 10:39:AM ETShe did this from the IP address of *** which is NOT our IP address She reviewed the terms of the agreement and she digitally signed the agreementThose are the facts Customer’s Statement of the Problem: But I admit I didnt read the whole contract right awayabout a week later we decided to go ahead to stay and not moveso I called the company and asked for a refundbut was told I had to send a letter asking for a refund I did and NOW being told as per in the contract I HAVE TO USE THE SERVICE FOR DAYS even though I have no use for it now and it in the contract I just dont feel that is right even though I am not moving I have to "use" their service which is not needed since I am NOT MOVING so why would I want to use a service I dont needWas told it doesnt matter I signed the contract and I have to wait the days to receive a refund!!!!!!!! Company Response: Though she states that she did not read the whole contract right away, the fact is that our refund policy is in writing, was disclosed to the client and the client then did affix her signature thereupon, thereby indicating to our company and any reader of this letter, that she in fact did understand and did agree to the terms contained therein Although she states that she does not “feel that is right”, refunds are issued solely based on the written and agreed to policy terms The fact that she writes that she decided not to move is fine because refunds are only issued to clients that have not moved after the 90-day termHowever, she did not continue to use the service as requiredWhether she feels it unfair is not germane to the issueShe only accessed the listings on separate daysThen on April 11th, she called our office with her bank on the phoneShe was asking about the refundShe said she was no longer movingWe began to explain that she would have had to access the listings as required and she became quite agitated and began yelling and using profane language directed at one of our managersShe actually hung up and the person from the bank who was still on the call, indicated that the terms of the agreement were quite clear and the customer would have to abide by them accordinglySince she had not, she agreed that a refund should not happen Customer Desired Settlement: ALL I WANT IS MY MONEY BACK I FEEL I SHOULD GET THAT IS ALL NOW not in daysI feel I shouldnt have to wait days because I dont need the apt locator service!!!!!!! Company Response: Refunds are issued solely based on the terms contained in the signed contractual agreementIn this case, a refund is not possible because the terms were not followed and accordingly, a refund will not be issuedAdditionally, a letter was sent to the customer on May 29th which indicated that a refund would not be issued and the specific reasons why

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I researched and found that this company has done this to so many others, I would've never done this if I was not promised NO COMPLEXES, I was desperate and this place refused to help, I logged on several times but nothing changed and all the info was available for free online, some of the places didn't even give accurate information, I called and there werewas different responses than they allowed posted, I told this to the rep and she said that they don't verify the information given they trust what they are saying but yet a paying member gets lies and fakeI information that they didn't have the time toCheck outPlease help resolve this situation
Regards,
*** ***

In reviewing this compliant and the notes in our files, it is true that the customer registered with our service on January 3, and did log into our web site to access the listings pf rental properties as designedOn January 6, she did call in and speak to our representativeThat
representative transferred her to our Customer Support departmentThe 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-daysMs*** said that the representative never told her thatWe 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-daysWe 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 policyThen, 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 performedMs*** said that the representative told her that many people find a rental or know where they’re going typically between 3-daysThe Customer Support representative made a mention to Ms*** that she had only been a customer of ours for days and that she should give it a chance to workThe main complaint of the customer was that Landlords were not returning her phone calls when she left messagesOur 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 messageThen our representative had another call and did put Ms*** on holdShe waited on hold for a very long and unacceptable period of time and for that we certainly apologizeThe number she called from was *** and our representative tried to call that number back separate timesThe number was busy and did not go to voicemailIn closing, our representative did explain that we offer a full refund policy for clients that have not movedFurther, that policy was presented to the customer for reviewAfter 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 herA copy of the signed contractual agreement was also emailed to her for her recordsAdditionally, we hope she and the Bureau understand that we have no control on whether a landlord returns a customer’s voicemailEach landlord is an individual and not under our controlWe 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 backsHowever and as stated, we simply can’t consider a refund because a landlord did not return the customers voicemailRefunds are only considered after the 90-day term and only according to the terms and conditions set forth thereinSo 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 callOther than that, we will continue to present our services to her until the expiration of her 90-day contractual agreement expires

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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, They charged $to use their servicesDue 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 homeThis company has numerous phones, over to be exactThey do not tell you the stipulations at time of sign ofI was lied to by their customer service rep on the phoneAfter my 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 daysLive at the same address at time of sign up for the full days answer: due to unlivable conditions and for the safety of my family we needed to move asapNothing was said about thatPhysically in writing submit a request for a full refund between 90-days after sign up dateanswer: this was not mentioned to me on the phone at time or sign upI called numerous times after the fact for them to verbally tell me this on the phoneReceive the printed listings at least days per calendar week during the daysanswer: I searched every day, called about phoney listings their company has posted that didnt exsistMy husband and I found listings in different towns that were not actual listingsMail the listings to our corpofficeanswer: Nothing was mentioned to me on this at time of sign upSubmit 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 numberThe 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 days a weekI have been in contact with locatorsThey did receive my written request and told me my refund check will be processedI will be also contacting the PA general attorney's office in my state of Pennsylvania to help me with this issueNothing was said to me on the phone about being ineligibleI was simply told my refund was being processed.Translate Desired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I did everything I was requested by the companyI want my full refund of $

Customer’s Statement of the Problem: I am currently looking to move due to unforeseen emergency issues and seen a house for rent on Craigslist that sounded greatI called the number and got LocatorsThinking this might be a good chance to find the perfect location, because the man I spoke with
stated these were privet landlordsAgain thinking this would be a great opportunity to find places that were not listed on Zillow and Trulia, as he stated Company’s Response: The customer did contact our company to inquire about our servicesThey were explained to her and she decided to registerShe states that she was told that the landlords that list with us could not be found on Zillow or Trulia, but that statement is wholly untrueSuch a statement never was made by anyone from our company Customer’s Statement of the Problem: He asked me for my credit card information and before I even did the electronic signature I was charged!!! Company’s Response: The customer is NEVER charged before they read and agree to the contractual agreementWe place an authorization on the card and present the person with our agreement containing the terms of use including the purpose of our service as well as the refund and cancellation clausesNo fees are ever collect if the customer does not agree to those termsIf they never sign and agree, the services are not provided and the fees are never collected form our companyTo be clear, the customer stated that she was charged before the electronic signature, but that statement is false Customer’s Statement of the Problem: I received my "policy number" and the list of places showed upEvery single place on this is is available on other sights!! Why am I paying for a list of places that can be seen elsewhere!!? They also lied about this, I think they find listings and create information Company’s Response: The customer logged into the web site using her policy number and viewed the listingsShe did so on ONLY THE FIRST DAY AND NEVER AGAINShe had a self-induced expectation that the properties she would see were exclusive listings not found elsewhere, but we never set such an expectation Customer’s Statement of the Problem: As a matter fact I spoke with a Landlord a few days ago who is a realtor, this is listed for rent only on the realtor company she works forBut that same address is listed on here as well Company’s Response: Our company has listings form many people and landlords which includes realtorsMany times, the broker will allow all the listings they have to be listed through our company(Why wouldn’t they? We send clients directly to them, so we are a valuable lead source for all realtors.) Whether a realtor knew that the broker listed with us or not, is not a concernThough we are disappointed that a licensed Realtor would say such a thing is extraordinarily unusual and may not have happened at allHaving said that however, they were able to reach the landlord through our services, and only on the first day! The property was good enough and met all their criteria enough for them to call and successfully talk to the landlordWe did our job, by connecting them to each other Customer’s Statement of the Problem: I have attempted to make several calls right after to speak with someone and they have the calls screened!! You will not speak with anyone! You will leave a message and no one will get back with you! Company’s Response: We have no understanding of what the complainant means by screening callsWe have no way to “screen” any callCustomers call in and they push 1,2, or or dial an extensionThere is no screening doneOn August 7th she called our offices and spoke with a representativeShe said she was lied to by our representative and said everything in our listings she already viewedShe said she would not wait 90-days for a refund and the call was transferred to our Customer Support DepartmentThen the following sat August 8th She again called in and spoke to our Customer Support Manager and told us that she was going to contact her” attorney and other agencies” The statement that “You will not speak with anyone! You will leave a message and no one will get back with you!” is simply not true or accurateWe spoke with her each day she called Customer’s Statement of the Problem: I want my $back I need it to move by the end of this month!! They are stealing money from someone who was unprepared to have to move and was not evicted!! The place I have live over years was sold and the new buyer wants the units for his family Company’s Response: While our goal is to help every customer, and of course we certainly do not want to see anyone in a homeless situation, but the reality is that we did not put the client in the position of losing their homeTo our understanding, it was not even their fault eitherNew properties can be added and rented properties are deleted as soon as we are made aware throughout the 90-day term Desired Settlement: I want my money back! I also would like to see some sort of prosecution done to this company for lying and giving informationAlso for authorizing a payment without a signature first to the agreement of terms Company’s Response: At this time, the customer is not eligible for a refund as stated in the refund policy which was read and agreed to by the customer because refunds are only issued to eligible customers after the 90-day service and not beforeAs for prosecution, there is nothing to prosecuteNo one lied and no information was given

Customer’s Statement of the Problem: When I signed up I was just kicked out of the house I was staying at with my mother with my four childrenI was skeptical about signing up for this but they reassured me that there was no risk since there was a money back guaranteeWell I didn't realize
that the day money back guarantee meant you had to keep it for the full days which I found out a few weeks later and they told me I should have read the contract but when your desperate and you have nowhere to go and you are looking for help you tend to trust the wrong people as I did with Locators Company Response: The complainant seems to state that she was unaware of the refund policy terms and conditionsWhen she signed up, a copy of the contract was sent to her before fees were chargedOn that form was the entire terms of service including the entire refund policyThe customer reviewed the document and then did agree to the terms and did affix her signature thereupon, thereby indicating her understanding and her willingness to participate according to those terms So, actually, she did realize that the refund term was 90-days and that refunds would not be issued until after the 90th day but not after the 105th day Our refund policy states that we offer a full money back guarantee to clients that have used our services throughout the 90-day term and have not moved Customer’s Statement of the Problem: Now they are telling me that not only do I have to provide a letter that has to be mailed not faxed or anything else I have to pay for postage and I have to pay for tracking Company Response: We do ask that clients submit their refund request in writingThat is part of the procedure so we can have them provide proof of address showing that they have not moved Customer’s Statement of the Problem: When I called some of the landlords because I did try they were not willing to work out the down payment like Locators said many of their landlords would and most of them required credit checks which I disclosed to them that I recently discovered fraud on my account and it's been one big mess and Ive been having trouble with that so having my credit ran wasn't an option but again they reassured me Company Response: Each landlord is responsible for their own selection of tenants and also whether any background checks will be performed such as credit checksWhen a landlord indicates to us that they are requesting a formal credit check, we indicate that requirement to the customer so that actually are told of the requirement or lack thereof before they ever contact the prospective landlordThe answer is indicated on EVERY property Customer’s Statement of the Problem: Well now it's time to give a refund and they want me to run around like a chicken with no head when I'm already struggling and I have to show proof of utility but how can I do that when I also disclosed to them that I was kicked out of my house I still use that address for my license but I stay where ever I can right now and I have no utilities and they knew this and still they took my money and told me I would be entitled to a refund if I couldn't find a place Well me and my four children are still without a place and I'm getting the run around about getting my $back They take advantage of people and they should disclose up front how hard it's going to be over the phone what the refund process is like should you decide to put in for a refund Their services are not accurate they are not on the other end when the landlord picks up the phone and they say they are willing to work with you when they aren't and now I may be out of all that money because I put my trust in the wrong company when my better judgement told me not to I called in several times and asked questions but I forgot to ask how hard it would be to be refunded when their services don't work Company Response: Certainly we are not asking anyone to “run around.” The refund procedure must be followed in order to process a requestFirstly, we offer refunds to clients that have not movedTo prove that, we ask for proof of addressWhile we understand that it may be hard to prove in her case, there are other requirementsThe second requirement s that clients use the service by obtaining the listings days per weekWe ask that so that clients are exposed to as many rentals as possibleThe more they look at the properties, the better chance they will see something and take it, which is their goal as well as oursIn MsSantiago’s case, she only received the very first listing and never accessed the properties againAlthough we were generating new leads for her, she never looked at them Therefore a refund would be contrary to the terms of the agreementAs for disclosing the terms of the refund procedure before the services begin, we can certainly say that WAS DONEThe entire procedure was actually sent to her for her review before any charges were takenHad she decided not to sign the agreement, no fees would ever have been charged Customer’s Desired Settlement: I am still without a home and they promise that if you don't find a home that you are entitled to a refundSo I would like a refund of the full $as easily as they took the payment from me without having to run around Company Response: Unfortunately, because refunds are issued solely based on the terms of the agreed upon refund policy, and because those terms were not adhered to on the part of the client, a refund at this time is contrary to the term and therefore cannot be issued

Tell us why herePlease find this letter of response from Locators explaining "our side" of the complaint which is being filed by *** *** ***Below, please find a detailed response to the complainant’s issues. Our customer purchased our services as defined in the signed
contractual agreement as follows:“THIS SUBSCRIPTION AGREEMENT (HEREIN CALLED POLICY) EXPIRES ON August 10, AND IS TO BE USED EXCLUSIVELY BY MEI 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.”Please notice the underlined portion which specifically and emphatically (by underline) notates that the client is NOT purchasing the services to see properties that may or may not appear in advertisements. Additionally to address this specific point, we put in a BOXED area in the middle of the contract that also speaks about advertised properties as follows:“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 CRITERIATHEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSONYOU MUST REFER TO YOUR CURRENT LISTINGS ONLY.”This text is contained in a box to draw specific attention to it.Before any fees are collected, the client must read and agree to the terms and must electronically sign the contract which Ms*** did on May 12, at 9:08:AM thereby indicating to us her complete understanding and her willingness to participate according to those terms. Basically, the complaint of the customer is that no one in our company is willing to discuss properties that she saw online, and in fact we say in the contract that we will not discuss advertised propertiesShe also stated “…they tell us they are lost and they cannot keep track of them…”The truth of what we say and said is that we have no way to track an advertised property once it is advertised simply because we do not put any type of tracking number or code in the adTherefore, because we cannot tract the availability of an advertised property, we do not discuss advertised properties. Rather (as stated in the contract and as was stated to the customer when she called our company on May 20th) we explain that clients must “…REFER TO YOUR CURRENT LISTINGS ONLY” The problem is that our customer just didn’t like our answer or the printed terms she agreed to.Unfortunately, the reason we have those terms is as statedWe just can’t track a property once it becomes advertised We feel confident that if Ms*** continues to use the services that she paid for, the service will surely workBecause if it doesn’t, we offer a full refund policy to clients that do not move, which is also written very clearly in the signed contractual agreement. However, as far as the complainant’s main complaint, we simply will not discuss advertised propertiesThe ads are not “fake” as she states and we don’t “Lure” people inWe explain our services and if client CHOOSE to use the service, they are presented a copy of our service terms which they must agree toIf they do not agree to the terms, a fee is NEVER charged and services are not rendered. No secret, no scam, we don’t track advertised properties so we don’t discuss them.As for a refund “Right Now!!!”, we always 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 summaryThe customer contacted our companyWe have provided services exactly as described in our policy agreementAll issues were clearly disclosed in the customer’s signed agreement and the issues have been addressed with the customer over the telephoneWe understand that she did not accept our answer, but it’s the only answer we have

Please find a letter of response from Locators, Incexplaining "our side" of the complaint which is being filed by J*** *** Policy # *** Below, please find a detailed response to the complainant’s issues Customer Statement: I signed up for rental location assistance thru locators may 13, They charged $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 homeThis company has numerous phones, over to be exactThey do not tell you the stipulations at time of sign of Company response: We have many phone numbersWe give EVERY customer the opportunity to view the contractual agreement terms before any fees are collectedThis customer was no exceptionOn 5/12/at 9:07:AM the customer logged into our digital signup systemAfter authenticating her identity, she was presented with a copy of the terms of service all on one pageAfter 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 anyoneShe was told how our service works and had the opportunity to ask as many questions as needed to be satisfiedAfter 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 termsAt that time, the funds were taken from her credit card accountBut only AFTER she signed the terms of service Then, a copy of those terms was sent to her via emailNo liesTerms of service were presented to her to review, which she did Customer Statement: After my 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 daysLive at the same address at time of sign up for the full days answer: due to unlivable conditions and for the safety of my family we needed to move asapNothing was said about thatPhysically in writing submit a request for a full refund between 90-days after sign up dateanswer: this was not mentioned to me on the phone at time or sign upI called numerous times after the fact for them to verbally tell me this on the phone Receive the printed listings at least days per calendar week during the daysanswer: I searched every day, called about phoney listings their company has posted that didnt exsistMy husband and I found 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 statedShe only viewed the property listings on separate datesShe logged in and viewed the listings on 5/26/@ 10:12:AM 5/23/@ 6:03:PM 5/22/@ 7:50:AM 5/21/@ 9:28:AM 5/20/@ 1:14:PM 5/19/@ 7:20:PM 5/18/@ 8:15:AM 5/17/@ 6:51:PM 5/16/@ 3:41:PM 5/15/@ 1:43:PM 5/14/@ 9:22:AM 5/13/@ 12:17:PM 5/12/@ 12:21:PM As to her claim that the listings were “phony” and “did not exist”, I can say that not only is this completely and not true, there is no proof to her statement She was fully aware of everything noted even though she states she was notShe was given the terms in writingShe read the termsShe agreed to the termsWe know this because she signed the termsThat’s the way contracts work Customer Statement: Mail the listings to our corpofficeanswer: 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 notShe was given the terms in writingShe read the termsShe agreed to the termsWe know this because she signed the terms Customer Statement: 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 numberThe 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 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 recordsRefunds are given to clients that have not moved after using our services as described for 90-days Firstly, she movedAccordingly, she is not eligible for a refund per the terms of the agreementSecondly, she logged in only days, whereas the contract states clients must obtain the listings 3-days per calendar week during the entire 90-day termShe did not, and therefore is not eligible for a refundHowever, this reason is moot because she moved Customer Statement: I have been in contact with locatorsThey did receive my written request and told me my refund check will be processedI 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 processedAs 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 telephoneEverything is done in writing to avoid just this type of complaintWe need written documented records of these thingsThat’s is why we request a written request for a refundAlso, we reply with a written request for a refundWe did Customer Statement: I was simply told my refund was being processed Company response: She was told that her refund request was being processedShe was not told that her “REFUND” was being processedBig difference 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 agreementIn 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 summaryThe customer contacted our companyWe have provided services exactly as described in our policy agreementThis 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

I told the person who signed me up that I needed to find a place within days. Probably trueNot relative or a complaintThey 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 policyThat policy was given to her for her reviewShe understood the refund policyWe know this because she signed the agreementThe response states that I would have had to search for days and not find a place for a refund. She is correct: That is what the refund policy statesClients must “Use the service” for 90-=days and not moveIf they had told me that when I signed up I would not have given them the credit card #! We did tell her thatWe 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 impossibleWe have terms that must be followed like ANY companyI would seriously doubt if they have ever given one! We give refunds to every client that qualifiesThis 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 wasShe is trying to say that in hopes of getting money for itThat is the definietion of a scamWe are not a scamWe disclose every aspect of our service in writing before any fees are collected or services renderedThe customer read the terms and agreed to themThat is the opposite of a scamI am an unemployed yr old woman and they said that their lists were always up to date. We have many employees that are or overHer age of employment status has nothing to do with the complaintWe did not ask about her age or employment status when she signed upCould 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 propertiesShe paid for access to our database of rental property informationWe 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

Tell us why hereCustomer’s Statement of the Problem:Paid $fee on July 11, I have checked the listings daily since and nothing has been updatedMy neighbor is an owner and his listing has been there for a week after he already had a tenantA friend used the same service and said only
two out of the list were legitI have been trying to contact customer service for three days now and left several messagesNo return phone call yetYou never get a live person until you go to option #which is to sign up for new contractI spoke to one of those reps and explained that I could not get through and ask them to not transfer me and they still do; they did not help meI don't mind paying for a service but this one seems like a real scam; they should not be able to continueReviews online state the same. Company response:We concur that the customer did join our service on July 11th 2017.Additionally we can agree that she has accessed the listings each day since then. We cannot attest to anything a neighbor or friend said as it has no bearing on the operation of our business.If her neighbor claims that he listed a property with us, but neglected to inform us that it was rented (which is a good thing) to stop the calls, that is something we cannot controlWhen a landlord lists their property through our service it is a free serviceThe fact is that some landlords may neglect to contact us and to that end, we continually try to contact them to confirm the availability of the property. If however, we are unsuccessful in contacting them, and they refuse to inform us that their property was in fact rented, our system will automatically remove the propertyAgain, it is incumbent on the landlord to remove let us know the property is rented.There are many landlords that post in various places and simply leave the listings up even after it has been rentedWhy, I don’t know, but it happens. As for another person saying that only of the properties were “legit” that is something we cannot addressFirstly because we disagree because it is not true, but also because it is uncorroborated The customer’s main complaint is that she claims that “nothing has been updated” is also not accurate based on that statement.If she means that there was nothing in a particular street or area, with a specific bedroom or price then perhaps she may see less changes if at all.However we release all the properties in Chester County and we allow the customer to filter rent price and bedroom size. As far as her calling our office, I can say that she has called our office and has spoken with our customer support staffOn July 19th at 10:24pm we returned a voicemail she left and spoke with her. Our service comes with a written refund policy for clients that have not moved after using our services.Our service is a 90-day termThe amount of properties that appear at any given time in any given area can certainly be dynamic as that is the nature of real estate rentals. Clearly there can be no promises or guarantees as to how many properties will appear in any given search at any given timeOur job is to provide access to our database of rental property informationWe never make any statement written or otherwise indicating that there will be changes every day or that new property will or will not be added at any given time. Rather, we explain that our only purpose is to furnish the purchaser with access to our database of rental property information. What we would like to say at this point however is while we understand that the customer may not be seeing as many properties appear that were within her criteria as she would like, but were tryingWe have every desire to try to generate as many leads as we possibly can. We would therefore ask that she continue to view properties as often as she can to assure that when any new ones are added, she will see them immediately.Otherwise, we do offer a full refund policy if things don’t work out Customer Desired Settlement: Would like to be assured that I can call with a problem and actually talk to someone and also know that these listings are not just fake and outdatedIf this is not possible, then money back. Company Response:The listings in our system are not fake or out dated except that if a property has been rented and either the landlord didn’t call us or the property is still available and the landlord chose to say to the customer that it was rentedThat is something we cannot control. However as stated previously, when we are made aware of any problem, error or property becoming rented, we correct the issue right awayThis simply means that if the customer tells us a phone number of a rented property, we contact the landlord to verify the availability and if necessary, mark the property as rented so it will not appear to customers. She can call us anytime, but if we are assisting other callers, we will return the call as we have done in the past

Customer’s Statement of the Problem: I signed up for services from Locators and gave them $to help find a rental propertyIt was stated in the contract that if I do not find a place in days the $would be refunded to meNow that my days are up (as of July 21, 2017) Locators is
refusing to grant me my refund Company’s Response: The terms of our refund policy are set to give refunds to clients that adhere to the policy terms as written in the signed contractual agreement In this case, Ms*** applied for a refund timely but she was denied a refund because she was unable to obtain/view the property listings as required Further a detailed letter was sent to her explaining this on July 24th to her addressA refund at this time is contrary to the refund policy as stated

Though Mr*** is upset about the refund policy, he did agree to participate according to the termsWe know this because we gave him (and every customer) the opportunity to review the entire contractual agreementOnce 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 himOur representatives tell each client that if they do not move for any reason, we offer a full refund policy, which we give you in writingThat was what was said to Mr*** and he agreed after reading the termsAdditionally, 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

We just want our money back and for this "business" to be shut down so no one else gets burned The customer did in fact contact our company to find assistance in seeking a residential rental propertyAfter speaking with one of our representatives, they made a decision to move forward and
hire us to gain access to our database of rental property information They were sent a link to the contractual agreement which they visitedThey reviewed the document, agreed to the terms contained therein and then did affirm their consent and agreement by affixing their signature to the document, thereby expressing not only their understanding and agreement of the terms, but their willingness to conform to the terms of use as well as our no cancellation clause and our full refund policy We certainly and obviously disagree with their statement that we are a scam We offered access to our database of rental property information, we gave them a copy of our service terms before we ever charged them, and after deciding to use the service, agreeing to and signing the contract; we collected the funds and provided the services to themThey then accessed the information and began using the service So we provided exactly what we said we would and we will continue to provide the services to them until the 90-day subscription expires Insofar as them wanting their money back, there are no cancellations and we do offer all customers a full refund, per the terms of the signed contractual agreementAs for our business being “Shut down…” We will continue to provide the services to the customer per the agreement for 90-days regardless of their feelings

Company Response: The customer complaint revolves his eligibility to receive a refundTo address the issue, we must state the terms regarding refund eligibility: First, we state that we offer a full refund policy to clients that have not moved after using our service for 90-daysFirstly, clients
must have not movedTo determine that, we ask for proof of address Mr*** did not provide proof of current addressWe suggest current utility bill, however any valid proof of current address would have sufficedMr*** provided nothing to show that he had not moved Having said that, we also require that clients USE the service by obtaining/viewing the property listings throughout the 90-day term Because he only viewed the property listings a total of times rather than as directed in writing in the signed contractual agreement, he was not eligible for a refundThe contract is very clear about refundsIn addition to the contract, every client is forced to read through 6-pages of informationThe 5th page outlines in specifics how to qualify for a refundAlso, we have a recorded step by step instructional recording regarding refunds and that is always available to clients in the FAQ sectionAfter joining our service on April 18, 2017, Mr*** only viewed the listings on that day and the following dates: 4/19/2017,4/20/2017,4/21/2017,4/22/2017,4/23/2017,4/24/2017,4/27/2017,4/29/2017,...⇄ 5/13/2017, 5/30/ The issue regarding proof of current address is moot simply because he was not eligible for a refund because he did not participate according the terms contained in the signed contractual agreement On July 17th we received an email from the customer as follows: "This is in regards to emails that I already sent in regards to my refund that you WILL be giving back to meI do not appreciate calling landlords and sitting around waiting after calling a dozen times OR MOREI am aware that I need to finish the day term, but I have news for you, I WILL NEVER USE YOUR SERVICES EVER AGAINI will be calling until I get an answerThank you for "at least" tring to help me find a place but you didn'tPlease reply to my email in a timely mannerThank you.“ We replied as follows: ***, We received your email regarding a refundWe are sorry that the landlords you called did not answer, or even return a phone callWe do understand how frustrating that can be Yes we do offer a full refund policy to all registered members at the end of their day trialPlease be advised that refunds are processed according to the refund policy which is outlined in explicit detail in your signed contract Please simply refer to the terms of the agreement which was sent to youRefunds are only issued pursuant to the terms contained thereinThe refund policy as it appears in your signed contractual agreement is as follows: “LOCATORS OFFERS A FULL MONEY BACK GUARANTEE IF YOU HAVE NOT MOVED INTO A SATISFACTORY RENTAL UNIT WITHIN THE FIRST (90) DAYS AND HAVE: (1) ACCESSED/RECEIVED OUR LISTINGS AT LEAST (3) DAYS PER CALENDAR WEEK DURING THE INITIAL (90) DAYS; (2) MAILED YOUR WRITTEN REQUEST FOR A REFUND ALONG WITH VERIFICATION (CURRENT UTILITY BILLS IN YOUR NAME) OF PRESENT ADDRESS REFUNDS ARE ONLY 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 THERE ARE NO CANCELLATIONSNO OTHER CIRCUMSTANCES WARRANT THE ISSUING OF A REFUNDI AM AWARE THAT THIS IS THE FULL AGREEMENT, AND THAT THIS AGREEMENT MAY NOT BE ORALLY MODIFIED Again, and in closing, please understand that as stated in the contract that you agreed to, “REFUNDS ARE ONLY ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE.” Kind regards, Locators Customer Support” The customer has been in contact with our company and all appropriate responses were madeLandlords not returning his calls is far beyond our control and clearly not our responsibilityRefunds are only issued strictly pursuant to the terms of the signed contractUsing the service throughout the 90-day term was required to obtain a refund Proof of current address was required to obtain a refundMailing his request was required to obtain a refund The issue of whether he did not provide proof of current address is a determining factor but is mootThe fact that he did not mail in his request is a determining factor but is mootThe fact that he did not access the listings as required is a determining factorWe have an agreement between two consenting partiesAs stated in the agreement, “REFUNDS ARE ONLY ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVE.” Based simply and solely on the terms contained in the agreement, Mr*** is not eligible for a refund and accordingly, one cannot be issued at this time Desired Settlement: Refund If they don't want to be sued then they need to refund my moneyI don't appreciate a company keeping MY hard earned money for a service that did nothing Company Response: Insofar as being accused of being a company that “did nothing” we can only say that we continually obtained and made rental property information to the client throughout the 90-day termWe did not only something, but we did exactly what we promised in the agreementThe fact that the client only accessed the listings times throughout the entire 90-daysIn fact, the policy term expired on July 17th and the last time he even viewed the properties was May 30th which was more than a month before the service expired which also indicates that doing nothing not us Legal action can be bypassed by simply presenting a copy of your signed contract to your attorney

Customer’s Statement of the Problem: On July 19, 2016, I called about a property that was on Craigslist and received Locators on the phoneI did not know why I received them because I was looking to speak to the an individual regarding this one propertyHowever, *** from Locators explained
that they help you get a place by providing a listwithin days, that most owners didn't require 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 unitsThat’s why she received usBecause we help people find places to rent Also, we tell clients how our database is updated in real timeThe properties change when the landlord adds or deletes a property through our serviceIf 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 tomorrowIt means that every day, properties listed in our database, get added and properties get rentedIt 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 LISTINGSTHEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIATHEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSONYOU MUST REFER TO YOUR CURRENT LISTINGS ONLY.” I paid $and received the listThe list has been uselessWe offer a 90-day serviceThere is and cannot be any guarantee how fast the customer will find a suitable rental unit I called property owners and none of them have called me backWhy or whether a landlord chooses to contact a prospective tenant that left a message is not something that is within our scope of controlNeither is whether the landlord actually rents to them I went to see about properties, they knew nothing about Locators and they require months and months securityIn each listing, we disclose whether the landlord has expressed to us whether or not they require a security depositSome states may have laws regarding the amount of security deposit a landlord may retainWhether they recall listing their property through our free service is also something that is beyond our controlWhen we have contact with landlords we introduce ourselves as a free serviceThere is no contract or charge for them to use our serviceOur purpose is to give as many opportunities to tenants to meet landlordsIt seems as tough we were successful in that endeavor I called *** 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 callsThe customer may see many changes and may not see many changes, additions or deletionsAnd 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 LocatorsThat's when I realized that alot of properties and not directing you to the sellerWe place many advertisements in varying sourcesAll 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 listsAgain, 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 LISTINGSTHEY MAY HAVE BEEN PREVIOUSLY RENTED OR REMOVED FROM OUR DATABASE, OR THEY DO NOT MATCH YOUR CRITERIATHEREFORE WE DO NOT GIVE OUT INFORMATION ON ANY ADVERTISED PROPERTIES OVER THE TELEPHONE OR IN PERSONYOU 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 companyWhen the client signs up, they are required (forced pages) to read through pages of informationThese pages clearly outline our policy regarding any advertisements I called today, July 26, 2016, to ask *** about this and he could not explain it and promptly put my call through customer services who in turn you had to lease a messageOur representative is in our registration departmentSimply, he transferred the call to our Customer support department as he is supposed to doIf a representative in that department was not available, then the caller would be directed to leave a voicemailWe 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 providedThis is a scam company just trying to get moneyI do not want to wait for days to get my refundThis company is a scamWhen answering the phone call, she admits that she was told that we were a serviceThe service was explained to herShe decided that she wanted to use the serviceWe 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 serviceThere was never anything misleading about our service and we did not scam herIn fact, by her own words, she found value in our service because she contacted landlords through our serviceThe 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 searchIf 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 moveThat’s pretty fair and… not a scam Desired Settlement: I would like to get my money promptlyThat contract is bogus and their services is bogusAs stated in the contractual agreement, (which is not bogus) “REFUNDS ARE ISSUED PROVIDED YOU HAVE COMPLETED THE PROCEDURES LISTED ABOVELOCATORS MAKES NO WARRANTY EXPRESSED OR IMPLIED OTHER THAN AS STATED HEREIN… THERE ARE NO CANCELLATIONSNO 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 MODIFIEDBECAUSE 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 telephoneWe put everything in writing and give the customer a permanent copy of all termsAs stated a refund at this time is contrary to the terms of the refund policy