Rent Before Owning.com

Thank you for alerting us to this customer concerns. According to our records, Mr. H registered for an account on 3/31/2019.

Our company name and customer support phone number is included in the billing details printed on the customer’s billing statement, when a charge is made on the customer's card. This allows any customer who does not recognize the charge to call us immediately upon billing, to verify the charge and their account. Cancellations are very easy to process, by calling our Customer Service department and speaking with a live representative 7 days a week, sending us an email or leaving a voicemail message. Cancellations are processed immediately upon receipt. Mr. H stated our phone system was not allowing him to “leave a message and cut him off”. We have tested our phone system and found it to be working properly.
Mr. H reached out to us for the first time on 7-3-2019. Although our terms state monthly fees are non-refundable, we asked Mr. H to complete a short form, in order to receive a refund. He was also instructed by the customer service representative, that after we receive his documentation to please allow 7 to 10 days to process his refund by our legal and accounting department.
Although the account was billed correctly, our customer service manager issued a refund of all charges. We are confident that by refunding all charges; this issue has been completely resolved.

Our Customer Service system shows customer S visited our website on 7-7-2019 and registered for a 7-day trial membership with recurring monthly billing of $49.60, until canceled. In order to complete the registration the customer agreed to the Terms and Conditions by clicking the “I agree and accept” button on the registration page. After the trial period ended, the account remained active and accessible to customer S on a monthly basis for $49.60 per month, until cancelled.

Customers may cancel their account at any time and immediately stop future billing. Cancellations are easy to process, by calling our live Customer Service department 7 days a week, cancelling online, via IVR, or by sending us an email. Cancellations are processed immediately upon receipt.

Customer S canceled her account via our Phone IVR system on 7-20-2019. Also, on 7-20-2019 Customer S left us a phone mail message requesting a refund and we promptly refunded the $49.60 charge.

Although the account was billed correctly, a refund of $49.60 has been granted to the customer. We are confident this issue has been completely resolved.

Thank you for alerting us to this customer concerns. According to our records, Ms. B registered for an account on 6/20/2019. This account is valid and the billing on the account is supported by the terms Ms. B agreed to at the time of purchase.
Our Terms of Use and Pricing information is clearly displayed on our registration page, and we require each member to check the “I agree & approve” box, acknowledging they have read and agree to the terms, prior to registering for an account.
Prior to receiving this complaint, we had not received any communication from this customer. We searched our contact center database for incoming calls for the Customer’s phone number and name, but could not find any matching records.
On 7-2-2019 Ms. B canceled her account by calling our IVR phone system, but not before the trial period had expired and the $49.60 was charged
Although the account was billed correctly, our customer service manager has issued a full refund. We reached out to Ms. B and are confident this issue has been completely resolved.
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Our CRM system shows customer O visited our website on 5-19-2019 and registered for an account with a 7-day trial, to be billed monthly for $49.60. Because our website is secure, we cannot open any account or process any charges unless the customer enters their name, phone number, email address, and credit card information directly on the website’s secure registration page. In addition, before an account can be activated, the customer must acknowledge their acceptance of the Terms of Use and Pricing by clicking the “I agree and approve” button clearly indicated on the registration page. Per the terms agreed to, the account would remain active and accessible to customer O, until the customer elected to cancel.
Further, to avoid potential fraud, on every new account, we perform the following additional steps during registration:
A. We require the customer to enter the CVV code on the reverse side of their credit card. This ensures the person entering the card info has the card in hand.
B. We record and perform an IP lookup to compare the location from where the customer was accessing our website vs. the customer's billing address location.
In both cases, customer O's data matched.
Upon registration, we send each new member a welcome email that summarizes the account details. The email includes the user’s login information, the trial expiration date, the monthly subscription amount, instructions on how to cancel, in addition to our toll-free customer service number. Our company name and customer support phone number are also provided in the billing details printed clearly on the customer’s credit card statement. This allows any customer who does not recognize the charge to call us immediately upon billing to verify the charge and their account. Cancellation can be done at any time, 7 days per week, by speaking with a live Customer Service representative, leaving a voicemail, or by sending an email.
On 7-3-2019, customer O signed into her account via our IVR Phone system and canceled. However, the account was cancelled after the trial period ended and consequently, the credit card on file was charged the monthly membership fee. As a courtesy, we have processed a refund for $99.20, as requested by the customer.
By issuing the full refund, we consider this issue closed. Thank you.

Dear Revdex.com, thank you for sending customer L's comments. We have researched the account history and found the account registration and charges were valid. There is no indication of fraud.
Our Customer Service systems show customer L's visited our website on 3-08-2019 and registered a trial account for a 7-day period. After the trial period ended, the account would remain active and accessible to customer L on a monthly basis for $49.60 per month, until customer L elected to cancel the account. Because our website is secure, we cannot open any account or process any charges unless the customer enters their name, phone number, email address, and charge card information directly on in our website on our secure registration page. In addition, before any account is activated, the customer must acknowledge their acceptance of our terms of use and billing schedule. This information is presented to the customer to read and acknowledged by clicking an acceptance button. Customer L did so during registration of this account. Further, to avoid potential fraud, on every new account, we perform the following additional steps during registration:
· We require the customer to enter the CVV code on the reverse side of their charge card. This ensures the person entering the card info has the card in hand.
· We record and perform an IP Lookup to compare the location from where the customer was accessing our website vs. the customer's billing address location. In both cases, customer L's data matched. We also provide our company name and customer support phone number in the billing details printed on each line when a charge is made on a customer's card. This allows any customer who does not recognize our charge to call us immediately upon billing to verify the charge and their account. Customer L would have seen this on her statements.
On 6-12-2019, she contacted our customer service department requesting a refund. We processed as a courtesy, a refund for $150.80. We emphasize this account purchase and billings were valid and conducted per the customer's purchase terms.
By issuing the full refund, we consider this issue closed. Thank you.

Thank you for notifying us of Customer B’s experience. We appreciate the opportunity to research and respond to what has occurred with her account.
Our Customer Service system shows Customer B visited our website and registered for a 7-day trial membership with recurring monthly billing of $49.00.. Customer B agreed to be billed for the trial membership price of $1.00 and $49.00 each month thereafter until the account was cancelled. After the trial period ended, the account remained active and accessible to Customer B on a monthly basis.
Our website is secure and to protect against fraud, our order processing system requires a match between the customer's name, billing ZIP code, charge card information (including the 3-digit CVV security code) and the customer's computer IP address. The IP Lookup compares the location from where the customer was accessing our website vs. the customer's billing address location.In both cases, Customer B’s data matched.
We emphasize this account purchase and monthly billing were valid and conducted per the customer’s purchase terms.
As a courtesy, a refund for $147.00 was processed. By issuing the full refund, we consider this issue closed. Thank you.

Dear Revdex.com,

Thank you for alerting RentBeforeOwning.com of this customer’s concern. We were able to locate an account under the name provided on this complaint. However, the account was canceled on 1-21-2019 and only the $1.00 for the 14-day trial was charged.

We also reached out to the customer to and asked her to double check her credit card statement to ensure our company name is listed next to the transaction she is concerned about. In her complaint she mentions UltraForeclosures.com who is a competitor of ours, but we are not the same company. Ms. B also stated she had been charged $69.80 and this is not our monthly price for the membership.
Our customer service manager contacted Ms. B, but had to leave a voice mail message. Unfortunately, we have not been unable to reach the customer to discuss her concerns and to ensure she is totally satisfied with the outcome.
Until we hear back from Ms. B we are confident this issue has been completely resolved.

Thank you

Thank You

I am trying to explain the consumer filed against our company Rent Before Owning.com and it appears her account is with Ultraforeclosure.com we are not that company. She needs to call Ultraforeclosure.com

Thank you for alerting us to this Customer A’s concerns. We have searched our call records and CRM database and have no record of any communication with this customer.

According to our records, Ms. A registered for a 7-day, $1.00 trial on 01/20/2019. The account is valid and the billing on the account is consistent with the terms and pricing information that Ms. A agreed to at the time of registration. We have reviewed the account details and have confirmed that the CVV code submitted during registration is a Match with the issuing bank, which indicates the customer had the card in hand while registering. In addition, the IP address, geo-location where the account was created is consistent with the cardholder’s billing address that was submitted during registration.
Further, upon completion of each registration, a welcome email is immediately sent to the customer that includes the trial expiration date, the monthly subscription amount, instructions on how to cancel and a toll-free customer service number. Further, our customer service department offers both live and email support 7 days a week from 6 AM to 6 PM Monday through Friday and from 9:00 AM to 5:00 PM PST on Saturday and Sunday.

On 5-9-2019, Ms. A signed into her account via the website and canceled her account. However, the account was cancelled after the trial period ended and consequently, the credit card on file was charged the monthly membership fee. As a courtesy, we have processed a refund for $199.40, as requested by the customer.

Thank you for alerting us to Customer E’s concerns. The customer registered for a 7-day trial on 3-26-2019. She agreed to be billed a $1.00 for the trial membership and $49.60 monthly until the account is cancelled, per the terms of use.

On 5-3-2019 Ms. E signed into her account via our website to cancel her account. Unfortunately she did not cancel prior to the end of the trial; therefore her credit card was charged the monthly membership fee.

As a courtesy, we processed a refund for $49.60 and a void for $49.60 for a total of $99.20, as requested by the customer. It is unfortunate the customer did not contact us directly to discuss and resolve her concerns before filing this complaint.
We emphasize the account purchase and billing was valid and conducted per the customer's purchase terms. Customer E’s refund and void was processed as of 5-3-2019 and should have posted to the card on file in 1 to 4 business days, depending on the processing policy of the financial institution. By issuing the full refund and void, we consider this issue closed. Thank you.

Thank you for alerting us of Mr. S’s complaint. We have searched our customer database for the first and last name, phone number and emails address. Unfortunately we are unable to locate an account that matches the information you have provided to us. Perhaps the customer signed up using different information?

Our customer service manager has made multiple attempts to reach Mr. S unfortunately, she has been unable to reach the customer to discuss his concerns.

We appreciate your cooperation in addressing this issue, and hope we can consider this complaint resolved.

Thank you for notifying us of this customer's concerns. Please allow us to explain that our service is a monthly subscription service that provides our member’s with unlimited access to our property database website. We confirmed the account was boarded and the customer has had full access to our website and the services he ordered.

Upon registration, we send each new member a welcome email the summarized account details. The email includes the users login information, the trial expiration date, the monthly subscription amount, instructions on how to cancel in addition to our toll free customer service number. Further, our customer service number is prominently display on our “Contact Us” page in the footer of our home page.

It is unfortunate the customer did not contact us directly in order to discuss and resolve his concerns. Prior to receiving this complaint, we have never had any communications with this customer requesting help with his account.

We make the cancellation process easy and convenient which can be done 7 days a week by speaking with a live Customer Service representative, using our automated phone system, sending a cancellation email or cancelling directly within the member website.
Our customer service manager contacted Mr. P several times, but had to leave a voice mail message. Unfortunately, we have not been unable to reach the customer to discuss his concerns and to ensure he is totally satisfied with the outcome.
On 2-8-2019 we processed a courtesy refund of $147.00 and we canceled the account. We are confident this issue has been completely resolved.

We received your email dated 2-10-2019, concerning Ms. B’s complaint. Thank You for alerting us of this customer’s concerns. We appreciate the opportunity to investigate the situation and provide a response to the claim, however, after multiple attempts we have been unable to reach Ms. B. In order to investigate this matter, we need the full property address.

Upon receiving an email from Ms. B’s on 2-3-2019, in which she notified our company of incorrect contact information of a property listing on our website, she failed to provide the address of the listing she claims is inaccurate. We offer multiple means to report listing feedback or ask questions, seven days per week, with a toll-free telephone number to our Customer Service department, or via email or via a feedback form available on our website.

Our goal is provide the most accurate data available and we welcome feedback in cases when an inaccuracy may be found. In cases where inaccuracies are reported to us, we take swift action to analyze the listing and data in question and either correct or remove such data promptly. We also provide feedback to our data providers so they may also take corrective actions as necessary.

Our customer service manager has made several attempts to reach Ms. B at the phone number listed in the complaint. Unfortunately, she has been unable to reach the customer to discuss her concerns and to ensure she is totally satisfied with the outcome. Because we processed a courtesy refund, we believe this fully resolves the customer’s concerns.

Thank you for alerting us to Ms. H’s concerns. This account is valid and the billing on the account is supported by the terms Ms. H agreed to at the time of purchase. Our pricing information is clearly displayed on our registration page, and we require each member to check a box stating they have read and agree to the terms of use, prior to registering for an account. Because our website is secure, we cannot open an account or process any charges unless the customer enters their name, address, phone number, email address, credit card number and the CVV code on the reverse side of their card.

When you register for our service on our website, you can gain access to our database of over 1.4 million listings of the broadest selection of homes, including rent-to-own and lease options, foreclosures, owner financed, bank-owned REOs, pre-foreclosures, auction properties, tax lien sales and other properties being sold at reduced prices.

Our website is a self-serve site, we do not send list as explained in our welcome email.

Because the account was not canceled after the trial, the monthly membership fee of $49.80 was charged and every month thereafter until canceled. Cancellations are very easy to process, 7 days a week by speaking with a live Customer Service representative, using our automated phone system, as well as cancelling directly on our website, by simply clicking a "Cancel" button, or by sending us an email. Prior to this complaint, we have never had any communications from this customer

Ms. H canceled her account on 12-23-2018 by calling our IVR phone system, but not until she had been charged for a few months. On 2-4-2019 we processed a courtesy refund of $153.90.

Our customer service manager has made multiple attempts to reach Ms. H, unfortunately she has been unable to reach the customer to discuss her concerns and to ensure she is totally satisfied with the outcome. We believe this fully resolves the customer’s concerns.

Thank you for notifying us of Customer P’s experience. We appreciate the opportunity to research and respond to what has occurred with Customer P’s account.

According to our records, Customer P registered for an account on 7-27-2018. Customer P agreed to be billed for the trial membership price of $1.00 and $49.80 each month thereafter until the account is cancelled. The pricing Information and Terms of Use are clearly displayed on our registration page, and a welcome email is sent to every member upon registration, confirming the account is active, and provides the membership log on information to our site. It also includes the trial expiration date and our toll free number so the member will know when and how to cancel if they do not wish to be billed after the trial expires.

Customer P signed into his account via the website and canceled his account on 11-13-2018, but not until he had been billed for several months. An email was received from this customer on 12-27-2018. We responded and processed Mr. P’s email the next business day on 12-28-2018 and promptly refunded the charges per the customer’s request.
Upon receiving notice of Customer P’s concern our customer service manager contacted Customer P directly to explain the situation and to try and resolve his concerns. Unfortunately, we have not been unable to reach the customer to discuss his concerns and to ensure he is totally satisfied with the outcome.

Although the account was billed correctly a full refund of all charges has been granted to the customer, we are confident this issue has been completely resolved.

Dear Revdex.com,

On August 10, 2018 we received a call from Mr. R in which he notified us that he has been receiving text messages from our company and wanted them stopped. In addition, Mr. R stated “we collect personal information and prompt to pay for a service”.

According to our records:

· Mr. R received an email from RBO on 8-10-2018 at 4:29 PM and ‘opted-in’ to receive SMS messages.

· Because Mr. R opted-in via our email we sent an SMS message on 8-10-2018 at 4:29 PM.

· In the text message we asked for consumers to reply Help for Help, or Stop to cancel. Mr. R opted out of RentbeforeOwning text alerts on 8-10-2018 at 5:10PM and no other messages were sent to him.

We offer a 7 day trial for one dollar. Mr. R opted-in by visiting our website, we were not taking his personal information because he did not sign up for the trial period. Once he decided he did not want our service and opted out, all messages were stopped.

Please know that we have done our best to try to communicate with Mr. R who is a non member. If we can be of further assistance, Mr. R is welcome to contact us directly.

Dear Revdex.com,

Thank you for alerting us of Ms. H’s concerns. The property she stated was listed on our site as a standard property for sale by owner, which is correct per what she says in her complaint. We received Ms. H’s property address from one of our providers of For Sale by Owner properties.

To clarify please note the following, we receive real estate data from over 170 contracted data sources and aggregate this data for display on our consumer friendly website. We handle and update millions of fields of real estate data regularly day to day. We display real estate information as it is reported to us. Although a vast majority of the data we process is accurate and up to date, due to the nature of changes in real estate data (such as title changes, listing status, recording processes, etc), on occasion, data reported to us may have changed or contain clerical errors unknown to us. We welcome reports of these changes or potential errors from knowledgeable sources. We provide a direct feedback path from users of our website via email, or by phone or chat through our Customer Service Department to report these issues to us 7 days per week.

We always act quickly to investigate and remove any inaccuracies in a timely fashion. Ms. H contacted us on 7-11-2018 at 5:01 AM PST, by leaving us a voice mail message. A customer service representative returned Ms. H’s voice mail message the same day 7-11-2018 at 3:49 PM, he too had to leave a message. The listing for removal was researched and removed on 7-12-2018, and we advised the data provider of a potential error in their recordings.

On 7-12-2018 our Customer Service Manager reached out to Ms. H, but she too had to leave a voice message and requested a return call. Our manager explained the situation and apologized for any inconvenience but assured Ms. H the property has been removed..

We believe we have cooperated in a timely fashion and have taken necessary steps to resolve this situation. Please advise if we can be of further assistance.

Thank you for your consideration.