Nutra Research International

Customer’s Statement of the Problem: I called Apartment Locators after an ad for a property was listed in Craigslist. I had seen multiple promising properties on Craigslist that listed apartment Locators as the contact. The first time I called I asked what services they provide. They said they...

would run a credit check ONCE then Landloard's could look at it if needed. Sounded convincing. So I called back, this time I agreed to pay them $180 to use their service. When I asked this time about running my credit report they said, " oh no we don't do this. The person who told you that must have been new."   Then I asked about the property I saw on Craigslist that had their phone # to call for the apartment. They said, " we don't have anyway of identifying the properties listed on Craigslist." So I spoke with a manager and told him. He was looking for his words and couldn't explain why I couldn't find a property listed with their contact on Craigslist. Not only this but he literally yelled and was demeaning on the phone. Im positive that property doesn't exist, it's a marketing ploy to get you to sign on because they won't give you their "rental list" unless you pay first. A Realtor told me they basically pull all of their info from rental sites and list it on there page. They page looks like an excel spreadsheet, no photos only codes. This makes me sick to my stomach that a company like this even exists. They will not give you you $ back until 90 days. I want my $180 back immediately and I'll fight until I get it back. They need to be shut down! Company Response to the Issue: Ms. [redacted] states that we told her that our company would run one credit check so no other landlords would, which is a complete fabrication. The conversation was never had. We do not run credit checks. We do not ask for Social Security numbers and we do not run credit checks for any persons for any reason. The conversation never happened.   I spoke to Ms. [redacted] on a recorded line and she told me that she was in her lawyers office and the lawyer said she could cancel, and I told her that we only offer our refund after 90-days, but we do not have any cancellations.   Further, she said that the FIRST person she called FROM OUR LISTING was a realtor and the realtor told her to come to her office and work with her. That was her complaint. I explained that the fact that she got the persons number from us, indicated that she found a satisfactory property from our service and that she needed to work with that landlord to secure a lease meaning our service was awesome because she found a place on the first day! I told her she was actually a success story.     The notes from my conversation are as follows: Customer called and said that the first person she called said not to use us and that she should come into HER office and use HER and she would help. (This was a realtor apparently)   The customer demanded a refund and said she was in her lawyer’s office and the lawyer said in PA she has 3-days to rescind a contract and get her money back.   I told her that her lawyer does not know the law and her lawyer was wrong and gave her bad advice.   She then said she does not want to use us. I told her we only offer refunds after 90-days She said all you do is grab stuff from web sites and put it in your so called database.   So I said, no… as a matter of fact, the problem is, we pay people money to go through every site, paper, journal, online site, everything to get as many properties as we can to give you the best options. The problem is however, that we don’t FORCE the landlords or tell them they can NEVER EVER list their property anywhere else. Were a free service to all landlords; so yes, they may list somewhere else. The good news however, is that because we do that, now you don’t have to!!! Plus, we do have properties that you may never find anywhere else! Which is a great thing.   She kept just saying “I don’t want to use the service because this landlord said bad things about you.” I said: Two things, 1) Give me the phone number of the landlord and I will contact them. If they truly don’t want to have our obviously qualified clients call them to rent from them, we’ll be more than happy to remove their properties from our system. Why would we want them to speak lies about our company? She said I couldn’t drop down to that level to tell you. So I said, what do you mean? She said I have a moral issue giving you her number.   I SAID DON’T TELL ME YOU HAVE ANY MORAL ISSUE WHEN YOU’RE ALLOWING THIS PERSON TO SPREAD LIES ABOUT OUR COMPANY. THAT WON’T FLY WITH ME AT ALL. THAT IS THE OPPOSITE OF MORALS. IN FACT, YOU ARE HELPING THIS PERSON SPREAD LIES ABOUT OUR COMPANY, SO DON’T SAY YOU HAVE MORALS IF YOU DON’T GIVE ME HER NUMBER.   She said again that she doesn’t want to use us. I said WHY? We WORKED FOR YOU! I mean after all, you found this landlord through OUR SERVICE, you didn’t find them somewhere else, you liked the property enough to call the landlord, you set an appointment to go and meet with her (although she will receive a commission from the landlord and may try to upsell you so be careful) and this… This… all on the first day. I’d say you were a success story.   She again said she wanted her money back now, but said "What do I have to do to get my money back?”   I said, we put everything in writing in our contract, just review that, it was emailed to you after you read it, agreed to the terms and signed it.   Insofar as morals, this is one public yelp review of the place where she works at [redacted] retirement home: [redacted] “Worst place ever. Only go there if you are sending your loved one to die. Mother was healthy when she went there but needed some rehab after a fall. Went in on Friday and Sunday we rushed her to the hospital because they had OD'd her on pain pills. She was practically comatose and the doctor called in a reduction of meds only after we freaked out on her. Staff is too busy talking amongst themselves to bother with the patients. Only a few people there that care but they are not the caretakers. Run don't walk from this place. I would give a 0 but one star is the lowest.”   The response to this customer is that she reported erroneously that we perform a credit check. We do not. Her statement is false. She lied.   Further, she claims that I was demeaning to her which also is not true. She asked about advertised properties and I explained to her that we write about that in 3 separate places in our documentation that she was required to read. I explained that when we place an advertisement we do not put a tracking number in the ad and therefore have no way to tell whether the property in question will or may not be in her listings.   I told her that 3 separate times in writing we explained that we instruct clients to only rely on the listings from our service and not by what was advertised because as we speak, properties get rented and properties get added in real time and craigslist cannot keep up with that the way our property database can. The bottom line I explained was that there was no way to tell her whether a property advertised in craigslist would be in her listings.   Additionally, when she told me that the landlord she wanted to rent from (The landlord she obtained contact info through our service) phone number, she refused.   This customer paid for our service. As stated in the signed contractual agreement that she enclosed with this complaint: “…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.”   She used our service; found a landlord she liked, and probably rented a property. We successfully performed our service as described.   A refund is contrary to the terms of the signed contractual agreement and accordingly, cannot happen at this time. ALL refunds are issued solely based on the terms contained in the agreement.

Subject: Complaint by Ms. [redacted]                                   Our Ref # [redacted] Case # [redacted] In reply...

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

Customer’s Statement of the Problem: I began to look for properties on Craigslist, and found that EVERY single one of them that I clicked on had a different number-- and they were ALL linked to the SAME company-- a scam called "Locators".   Company’s Response: True, we have many telephone...

numbers. Many companies do. We are not a scam.   Customer’s Statement of the Problem: Initially, I was annoyed-- I'd rather just deal with the landlords directly, I'm not a fan of the idea of going through a third party-- but after calling the SAME company 20+ times, I just got tired of it and decided to try it out.   It's a hefty price- $185, but they ASSURED me that "" and that they have these properties marked with a "$" on their listings, so you can know which properties have this deal.   Company’s Response: Never did anyone say “the majority of our landlords will take the price out of the first months rent” We do however say we let you know which do by seeing that code.   Customer’s Statement of the Problem: All in all, this sounded like it would not be such a bad thing- they assured me that investing in their business would mean less hassle for me, they'd have all of the CORRECT info, everything is "up to date" and would be organized and easy for me to manage. Little did I know what I was getting into.   Company’s Response: The employee said that we update our database in real time, meaning when a landlord tells us they have a property or they become rented, we reflect that data in real time giving clients real time access. With every property we include the date of availability.   Customer’s Statement of the Problem: 1. The info is NOT correct and up to date! I called a TON of the listings-- the majority of them never answer or return calls, and the ones that I did speak to were completely fruitless-- one of them even sounded completely surprised and told me her apartment was NEVER for rent! That made me start to realize that this was a scam-- WHERE were they getting this information from?!   Company’s Response: As far as landlords not calling this person back, unfortunately, that may have happened. Certainly we cannot be held responsible if a landlord does not return a phone call or email. We wish that never happened, but it does.   If a property listed with our company, has the wrong information and we find out, we correct the information as soon as we know. Our contract states: “ERRORS BROUGHT TO OUR ATTENTION SHALL BE CORRECTED.” As for where we get information, that is also written in our contract very clearly. We get information from numerous public and private methods. Our job after all, is to get the tenant in front of as many landlords as possible. Additionally, we do not “contract” with landlords. If a landlord chooses to place their listing with us, there is nothing precluding them from ALSO listing it in any other place they deem necessary. We are a free service for all landlords.   To address this issue however, on April 10th the customer called and spoke to [redacted] with 3 separate numbers that she said were “rented.” She said she would email the information when she got home.   We received an email from Ms. [redacted] with the information on the properties. She sent the email on the 11th but we didn’t get the email until a few days later. On the first property, we contacted the landlord and the landlord told us that yes, in fact the property had been “recently” rented. So that property was removed from our system. As for the other properties, they had both been marked as rented exactly 20 minutes BEFORE the email was sent, regardless of when we received her email. That is us, doing our job, marking properties as rented “As soon as we find out their rented.”   So [redacted] did her job in taking the information and addressing the issue to completion.     Customer’s Statement of the Problem: I then started googling some of their other property listings-- all of them were listed FOR FREE on places like Craigslist and other websites! What a rip-off. 2.   Company’s Response: This issues was answered above. That however does not make us a scam. In fact, most of the rentals found in the public internet on larger sites actually tell you that the listing they have is not theirs, but that they obtained it from other sources. The fact that a landlord ALSO chooses to place their listing in ANY other source in NO WAY MAKES OUR COMPANY A RIP OFF, and to say so is malicious and wrong.     Customer’s Statement of the Problem: There are NO properties in ANY of the HUNDREDS that I have seen listed that have the "$" sign next to it-- meaning that NONE of these properties offer the discounted $185 from the first month's rent. Aka, all of the agents who I spoke to from Locators blatantly lied when they claimed that "majority of their landlords" have this agreement with them.   Company’s Response: Well… Again, we never claim that a “majority of the landlords” participate in that program as it is strictly a voluntary program. The number can vary from day to day.   Customer’s Statement of the Problem: Just to clarify, I also spoke to one of the landlords on the phone-- and he had no idea what I was even talking about when I mentioned if he gives a discounted rate for the first month if you go through Locators and pay their $185 fee.   Company’s Response: Again, the landlords that participate in the rent reduction reward program are doing so voluntarily and are marked with a code. Ms. [redacted] stated that NON had that code, so of course if she asked a landlord if they participated they would have “No idea…” it goes without saying. This statement is some attempt to make us look bad, but she asked ONE landlord and we never said that landlord participated in the program so of course he didn’t know anything about it. That’s common sense.   Customer’s Statement of the Problem: 3. Customer Service-- their customer service is HORRENDOUS. First of all, I think they keep your number on file-- they KNOW if you are a returning customer and are calling to complain-- it rings and rings and rings and goes straight to voicemail, where you leave multiple messages and no one EVER calls you back. Finally, you realize something-- if you dial the number for "landlords", someone DOES pick up!   Company’s Response: If our Customer Support Representatives are on calls, then they may not be able to answer. Hence voicemail. The vast majority of people in the property service department that deals with landlords are making outbound calls to landlord and are much more apt to be able to answer an incoming call because they are on shorter calls and there are MANY more people in that department.   Customer’s Statement of the Problem: So I finally started calling there, and at least got to speak to a human being! Most of the time, they'd assure me they'd get me to the "right place"...aka transferring me to the "customer service line" where it rang and rang and asked me to leave ANOTHER voicemail. Finally, I demanded to speak to the supervisor, someone named [redacted], who was incredibly unhelpful. I explained to her the severity of the situation-- I'd spent FOUR HOURS in the morning on 4/10/17 checking out their property listings, combing through and eliminating the ones I didn't think would be a good fit, then sorting them and calling the landlords-- each one of them to be more disappointing than the next.   No longer available, no longer available, no longer available, no longer available, was never even on the market...WHAT!? Why did I just waste half of my day going through this headache and hassle and pay $185 for it!? I would have been far better off just sticking to searching for listings MYSELF because then at least it I'd know they'd be more reliable!   She was COMPLETELY unapologetic-- her tone of voice suggested I was lying or making this up, and she even told me she "doubted" that this happened-- she wanted me to send her the listings over email. GLADLY! I went home that night and sorted through the ones I had remembered were duds-- there were a bunch more but honestly after 4 hours, everything was a blur. I sent her the three I definitely knew were no-gos.   That was a week ago...no response. I called them today, again left numerous messages. Finally called back via the "Landlords" line and demanded to speak to [redacted]. She then claimed that I couldn't have possibly sent the email to them-- Locators doesn't "have" email for customers???   I then informed her that I had done EXACTLY as she had advised me a week ago- I had replied to the email that THEY had sent me, the one labeled "Customer Service" and so then she decided to finally go and check that-- sure enough, there was my email, from a week prior (4/11), CLEARLY listing all the properties I'd had issues with. I then demanded my money back—   Company’s Response: As stated earlier, we received her email and a person in our property service department had already marked the properties as rented BEFORE the email was sent. So the email was marked as read and [redacted] was unaware that the email was received. When [redacted] went back, she saw the email and also noted that the issue had already been addressed and the properties were already marked as rented.     Customer’s Statement of the Problem: I refuse to continue on with their HIGHLY unsatisfactory services, not only is it a waste of MY time and money, but it is a bigger issue going through with them than just doing it on my own! Shouldn't it be the other way around!?   Anyhow, [redacted] then told me that they don't "do refunds" (as in, they're SO confident that their service is satisfactory, that no one will have complaints and will request a refund?) they make you wait THREE MONTHS for a refund at the end of their "service".   Company’s Response: The refund policy does require 90-days of participation according to the terms in the signed contractual agreement.   Customer’s Statement of the Problem: Here's my question-- I need to find an apartment by May 1st. I'm looking on CL and local listings and doing it by myself at this point and having far greater success (while working 2 jobs and volunteering)-- why does this "business" that charges $185 just to list properties that are UNRELIABLE and can be found on GOOGLE get to justify that they have until JULY for you to find an apartment? It is a scam.   Company’s Response: Not a scam. Our service is a 90-day service and Ms. [redacted] knew the expiration date and the terms of use when she signed up and began using the services. She joined our service on April 10th 2017. The 90th day will be July 9th 2017. That is printed at the top of her contract.     Customer’s Statement of the Problem: They probably figure most people who WOULD have complaints or issues would just forget and give up on ever getting their $185 back since it is so far away.   Not me. I will be getting EVERY penny back. And I will be reporting them for fraud (they are NOT what they say they are!), TERRIBLE customer service ([redacted], if you're reading this, I don't know how you got to be a supervisor, your dealings with me were insulting, and you did NOTHING to remedy this situation-- I could just tell you were just waiting for me to get off the phone and had NO intention of fixing any of this. Which is true, since you never actually looked into ANY of these issues.) I hope that by reporting them to the Revdex.com, other people will see this bad rating for Locators and will be forewarned-- Locators is a GIANT SCAM!! Don't pay them a PENNY!   Company’s Response: Actually, when information was reported to us as potentially erroneous, the issues were corrected. In 1 of three, it was corrected immediately after the customer informed us. In the other 2 instances, the issues were corrected proactively, before she informed us. So, customer service addressed the customers issues, resolved the problem timely as they should. [redacted], did her job.   As for landlords not calling her… it could happen. We don’t understand why, but it can happen. Landlords are just people too. I’d be willing to bet (since she said some properties were listed on craigslist) Ms. [redacted] didn’t file a complaint against them for the exact same issue.   Our job was completed because she contacted the landlord. That’s what she paid us for. To obtain information on rental properties. It sucks a landlord chose not to talk to her, but that can’t be something she wants our company to take responsibility for. We cannot.   Refunds are only and solely issued pursuant to the terms contained in the signed contractual agreement. We never deviate from them for any reason. When a person qualifies for a refund they get one. If they don’t, they don’t get one.

To whom it may concern, The customer obtained our service to assist him in finding a residential rental property. The purpose of our service is to provide information on rental properties within a given search criteria for the customer to use and contact landlords. Whenever we register a customer,...

we present them with a written explanation of our services. This customer called us many times stating that once he logged into our web site, he could not determine if the property he saw on craigslist was included in his individual search results. We explain to him that he didn’t register to get one particular property, but rather for access to our database of information. He was never told that the property he called about was available or that it would appear in his particular search results because the rental market changes rapidly. In fact, we state the following in our written contract which was given to the customer which he read, agreed to and signed on April 11, 2016: “…I UNDERSTAND THAT PAYMENT TO LOCATORS IS NOT TO RECEIVE INFORMATION OF ANY PARTICULAR DWELLING WHETHER ADVERTISED OR NOT, BUT RATHER FOR A SERVICE THAT WILL PROVIDE ME WITH ACCESS TO LISTINGS OF RENTAL PROPERTIES ONLY OF THE CRITERIA DESCRIBED ABOVE.” Also, we have in a boxed area in the middle of our contract the following which pertains to advertisements: “BECAUSE OF CONSTANT PROPERTY UPDATES, ANY ADVERTISED PROPERTY MAY OR MAY NOT APPEAR IN YOUR LISTINGS. PROPERTIES MAY HAVE BECOME RENTED, REMOVED OR THEY JUST DON’T MATCH YOUR CRITERIA. THERE IS ABSOLUTELY NO WAY FOR US TO TRACK WHETHER AN ADVERTISED PROPERTY IS AVAILABLE IN OUR SYSTEM REGARDLESS OF WHEN IT WAS ADVERTISED. WE WILL NOT DISCUSS ANY ADVERTISED PROPERTY. RATHER, YOU MUST RELY ON YOUR CURRENT LISTINGS ONLY.” So, while the customer makes a complaint of “The Company lured me in with deceptive and fraudulent advertising.” The customer is not accurate because we never “Lured” him. He called us and we explained our services to him over the phone. We then sent him a written ONE PAGE, plain English agreement which he read, agreed to and then did affix his signature thereupon. The problem isn’t that he was lured into using our service, the problem is he feels that he was. The reality is that he was not. Unfortunately, we can only deal in reality. Complaints however can be filed for any reason whether they are based in reality or not. We disclosed everything and when he called to ask questions, every question was answered. Obviously not to his satisfaction, but we do not change the way we run our business, so we simply explained our services to him again. Several times. Mr. [redacted] however just didn’t want to hear our explanation. He only wanted to hear what he wanted to hear. It is clear that we will not be able to make this customer “happy” without a full refund, but as stated in the signed contractual agreement, refunds are only issued subject to the written refund policy. We did everything we could to assist the customer, but as stated, refunds are only issued subject to the full terms contained in the signed contractual agreement. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the contract. In summary... The customer contacted our company. The customer did not register for a particular property as it states clearly in the contract. Furthermore, the services were provided exactly as described in the contract.

To whom it may concern,Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by [redacted] Below, please find a detailed response to the complainant’s issues.Our customer states that when he spoke with our...

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

The rejection form the customer was "I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below." We have outlined the customers issues and responded to each and every aspect detailing our answers clearly.   It is difficult if not impossible to reply to “…it does not resolve my complaint.” Accordingly, because we offered such a detailed response, we will reinforce our original response which is simply reproduced for review. Until such time as we know what was unsatisfactory regarding our response, we have no other possible response and we ask that the complaint be regarded as resolved.         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 great. I called the number and got Locators. Thinking this might be a good chance to find the perfect location, because the man I spoke with stated these were privet landlords. Again 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 services. They were explained to her and she decided to register. She 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 untrue. Such 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 agreement. We 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.   Customer’s Statement of the Problem: I received my "policy number" and the list of places showed up. Every 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 false information. Company’s Response: The customer logged into the web site using her policy number and viewed the listings. She did so on ONLY THE FIRST DAY AND NEVER AGAIN. She 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 for. But that same address is listed on here as well. Company’s Response: Our company has listings form many people and landlords which includes realtors. Many 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 concern. Though 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 landlord. We 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 calls. We have no way to “screen” any call. Customers call in and they push 1,2, or 3 or dial an extension. There is no screening done. On August 7th she called our offices and spoke with a representative. She said she was lied to by our representative and said everything in our listings she already viewed. She 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 accurate. We spoke with her each day she called.   Customer’s Statement of the Problem: I want my $186 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 11 years was sold and the new buyer wants the 2 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 home. To 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.   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 false information. Also 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 prosecute. No one lied and no false information was given.   Tell us why here...

To whom it may concern, Enclosed you will find a letter of response from Locators, Inc. explaining "our side" of the complaint which is being filed by [redacted]. Below, please find a detailed response to the complainant’s issues. Customer’s Statement of the Problem: I submitted every piece of...

documentation needed for a full refund. It was sent via certified mail. The company sent me a letter indicating that they did not receive listings "3 days per week" for the 90 day contract period. I printed and submitted the listings three times per week, with all of the other necessary documentation and they refuse to give me a refund. Desired Settlement:                       I would like a refund as stated in my contract. Our Response: Unfortunately, this is simply a technical issue. Our refund policy states that clients must do precisely as directed in order to obtain a refund. In this case; The customer did submit her refund request in writing.The customer did submit her refund timely.The customer did submit prof of address (She did not move)The customer did NOT obtain the property listings 3 days per calendar weekThe customer did NOT return the printed listings as required. Specifically, she did not log into the web site to obtain the listings 3-days per calendar week during the weeks of February 7th through the 13th and February 14th through 20th. In those two weeks, she received less than the required listings. Additionally, with regard to returning the listings as required, though the customer did return most of the printed listings however there were some that were not returned. In addition to not returning the ones mentioned above in February, (because she did not obtain them) she also did not return listings from the weeks of December 13th through the 19th and December 20th through December 26th. As mentioned, this is simply a technical issue and that is why a refund was not issued. A letter was sent to the customer stating that she was not eligible for a refund because the listings were not obtained by her and all of the required listings were not received by us. We hope that the information we provide to our clients is useful to them right away. If not, as stated in the contract, they are encouraged to continue to access the listings until; they either find a suitable rental or obtain a full refund providing of course that they have fulfilled the terms of the policy agreement. In summary... The customer is ineligible for a refund at this time.