Vemma

The customer did in fact contact us via email timesWe have a copy of each email We refunded him $on the very first contact he made with usWe are now also refunding him $

The customer included the copy from the receipt he was issued after his purchaseAs it says in that copy that he provided, he ran his search at a $discounted rateThat discount was offered by signing up for a trial membershipHe selected that product , then did not cancel the trialWe
also have an option on the website to pay full price for a search and not sign up for a membershipHe did not select that optionThe customer called times on 1/18/We went over the charges with him on that dayAs the Terms of Use state on the website, this search and membership is not refundableThe customer stated during his calls that he was also unhappy with the results of his searchHowever, services have been renderedWe provided the customer with the information that has been provided to public records on the person he ran a search onOur website states that the information derived comes from public recordsWe have not issued a refund for the membership, however we have canceled it so that there will be no further billings

the customer selected a Backgrond Report Membership as the very first product they purchasedThe website states that they will be billed the monthly fee for unlimited Background Report SearchesThey then agreed to the Terms of Use which state the service is not refundableWe have refunded the
most currently months billing of $There will be no further billings

The customer's initial purchase was a Background Report on *** *** for $This product came with a day trial period of our Background Report MembershipThe customer then ran another report on *** *** and was not billed for it, since they were using the trial membershipThey did not cancel within the days, therefore they were billed the membership fee as the website statesAs a courtesy, we have refunded $todayThere will be no further renewals

We are sorry that you did not receive the results you were hoping forWhen you order a report, our system searches through billions of public records and collects every piece of relevant informationPeopleFinders pays for access to this data, so the charge is for us to conduct a search on your
behalf, not to return a specific resultWe are unable to provide a refund, but we will be happy to offer you a free search to help you find the facts you needPlease review the Terms of Use on PeopleFinders.com if you would like more information about refunds or other policies

Please review the attached full-page offer presented to this user directly after the $checkout was completed on 6/30/While we now understand from the phone calls and this complaint that it was not this user's intent to enroll at the time, our records show the enrollment option was
affirmatively selected by the user on 6/30/Therefore they were billed for the Membership each month thereafterPer their request over the phone on 9/11/the account was closed and one refund of $was issued for the most current month of membership, as a courtesyWe have found that, even given this, they have contacted their bank or Credit Card Company and filed a dispute for all charges (even the refunded transaction)Due to a dispute, customers are given a conditional refund by the bank; therefore we will have to negate the one refund that was issued and no further refunds will be processed. This customer will have to allow time for the financial institution to review the charges for validityWe will comply and provide information on the product selected by the customer to the bank or Credit Card CompanyUsually this process will take a few billing cycles and they will notify the customer of the outcome via mailYou will now need to follow their policies and procedures regarding the decision that is ultimately made

Response:I accept the business responseSarah over at PeopelFinders cleared everything up, it took a while, but it all got worked outThank you for your assistance and I am satisfied and the complaint is resolved

Yes, we will absolutely opt you outHowever, we only found listing using your name city/stateWe have opted that one outYou said there are at least variations? Please provide us with thoseAlso please provide us with the URL link to those matches on our website so that we may remove them

We have attached a screen shot of the sign up page the customer selected when they purchased their reportThey did in fact sign up for the day trial membershipThere was also an option to select if they did not want the membershipOur terms of use state that memberships are not refundable
These terms of use are agreed to if the customer checks a box before completing the purchaseThe customer did check the box to agree to these termsHowever, as a courtesy, we have refunded this $24.95.There will be no further billings

I am rejecting this response because: I have no option but to forward this to the California Attorney General

We have a self service website, It was the customer's responsibility to cancel his account which was not done until 04/14/16.

The customer signed up for PF Rewards online. No cancellation attempt was made.  No refunds will be issued. We have canceled this membership as of today.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
The offending info has been deleted and Google will catch up with the deletion in a few weeks.Thanks to all and HAVE A MERRY CHRISTMAS!

Got it, we are in the processes of removing that line item. Please allow 7-10 business days for removal.

Response: We do offer two different options. Before check out the customer is also able to view if they signed up for the membership or not. We have attached a sample search on our website. The customer types in a name to search, then when they go to the product page they can select to purchase the “Report Only” or the “Report+Trial” .  Please note if they select the report with trial, they then have 3 days to cancel the trial so that they do not get billed the monthly fee. Before check out, the customer also clicks a box to agree to the Terms of Use which again re-iterate the trial period and state that our searches and memberships are not refundable.

The customer signed up for a 3 day trial. As stated on our website the customer has 3 days to cancel before being billed for a membership. No cancellation was done until 02/05/2016. Three refunds have already been issued for $24.95. No further refunds will be issued.

As a single Background Report on PeopleFinders.com is $39.95 we will refund the difference at $19.75 as a one-time courtesy. The remainder of $39.95 for a Comprehensive Background Report will be this customer's responsibility. Please allow 3-5 business days for this to fully process.

At the time of purchase you chose to receive a discounted price for signing up for a 3 day trial to our Membership. This membership allowed you to receive an unlimited number of:•People Searches – Get the facts you need to find anyone, anywhere•Email Searches – Obtain email addresses, or learn about...

the owner of any address•Marriage Searches – Find out if a man or woman has ever been married•Divorce Searches – Check the divorce status of any man or woman•Property Searches – Learn about any piece of property, including the current owner and valueYou had the option to cancel this membership trial at anytime via your account manager on the website, via email, or via phone. We did not receive any notification that you wished to cancel this trial. The 3 day trial has ended; therefore, you were charged the membership fee on the fourth day, and for every month thereafter. Per your conversation with a supervisor on 9/9/2015, and as a onetime courtesy, we have granted three refunds for the most current months of membership. Please allow 2-5 business days for the refund to process back into your credit or debit card. We have also cancelled your membership.

I am rejecting this response...

because:Within the 3 day trial period I cancelled on line as they directed. After continuing to be billed I called the customer service line where it directed me to cancel on line. After discovering I was still being billed for the account I called again and was directed again to the website where I followed closely their directions to cancel on line. The next month I was billed again and then called my credit card company to stop payment. I then received an email to contact the customer service representative and when I called and spoke to [redacted] she stated that she could see that I didn't use the product but could only credit me a portion of the monthly payments and that I would have to go to her supervisor to get credit on the rest. After several days I was able to get in touch with her supervisor, [redacted] I believe, who was very rude and stated that she agreed that she could see that I did not use the product but refused to credit me the entire amount. This is obviously a company with unethical billing procedures who trap customers into a forced billing and state that they never canceled on line - I guess my cancelation was lost in the black hole of the internet. Not until I called my credit card company did I get any response/cancelation!!!

The customer already called into customer care and received the assistance they requested.