BBB Accredited Business since

RealtyStore.com

Phone: (877) 213-6322 Fax: (775) 262-6431 View Additional Phone Numbers 5951 Encina Rd Ste 208, Goleta, CA 93117 http://www.realtystore.com


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Description

This company's business is an online service providing consumers with access to a nationwide foreclosure database.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that RealtyStore.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for RealtyStore.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 43 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

43 complaints closed with BBB in last 3 years | 8 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 29
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 9
Total Closed Complaints 43

Customer Reviews Summary Read customer reviews

9 Customer Reviews on RealtyStore.com
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 9

Additional Information

BBB file opened: November 17, 2005 Business started: 03/31/2005 in CA Business started locally: 03/31/2005 Business incorporated 03/16/2005 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Bureau of Real Estate
2201 Broadway, Sacramento CA 95818-2500
http://www.dre.ca.gov/
Phone Number: 1-877-373-4542
Fax Number: (916) 227-0863

SRAR
7232 Balboa Blvd., Van Nuys CA 91406
http://www.srar.com/
Phone Number: 818-786-2110
Fax Number: 818-786-4541

Type of Entity

Corporation

Business Management
Mr. Jerome Ang, Customer Service Manager
Business Category

REAL ESTATE SERVICES

Alternate Business Names
Nations Info Corporation Realty Store, Inc. The Realty Store

Customer Review Rating plus BBB Rating Summary

RealtyStore.com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 5951 Encina Rd Ste 208

    Goleta, CA 93117

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Noticed my account not adding up and I checked into my account. Was told realty store was taking out 49.64 each month since April 2015 I never received a confirmation email of services I did visit the page and I was going to complete the application for free trial but backed out of it and closed the page never completing the application...I called and immediately canceled the subscription as soon as I realized what was going on...and called they never tried to fix the issue and only told me the confirmation email from a year ago was probably in the spam folder I checked there wasn't one there! I haven't deleted any email still have emails from 2012!!!

Desired Settlement: I want refunded! There was no email sent to me I never completed any application!

Business Response:

Thank you for notifying us of Customer B’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer B’s account. 

Customer B signed up for a trial membership account for our service on 4/27/2015. She indicates in her complaint that she did not complete the registration, however, our system requires a multi-step process in order for the registration to be completed, and for our system to move forward with billing.  If every step is not completed, the account will not be registered, and no billing will take place.  The sign up steps include adding your name, phone number, address, email address, selecting the type of account you want, selecting your card type and entering all digits of your credit card number along with the expiration date and the CVV code.  Then you must check the box stating you have read and agree to the terms and conditions, and finally select the “Join Now” button.  We have confirmed that the CVV Code (Card Verification Value) used with Customer B’s registration was an exact match, indicating that the card used was in the hands of the person registering the account. 

The terms and conditions clearly state the customer agrees to be billed for the trial membership and each month thereafter until the account is cancelled. 

Upon registration, every member gets a welcome email, confirming the account is active, and provides the membership log on information to our site.  It also includes the trial expiration date so the member will know when to cancel if they do not wish to be billed after the trial expires.

We do not show any further correspondence from Customer B until she called our customer service department on 5/5/16 and cancelled the account on her own, using our automated telephone system.  We did not receive any further correspondence from Customer B until we received this complaint from the BBB.

We wish Customer B would have contacted us directly to resolve her concern.  Our customer service representatives are available 7 days a week (6am – 6pm M-F and 8am – 5pm on the weekends). We contacted Customer  B via telephone to discuss her concerns, but we were unable to reach her.  We left her a message stating that a full refund has been provided along with our telephone number in the event she would like to contact us directly with any further concerns.  Because we have granted Customer B a full refund and have addressed all of Customer B’s concerns to the best of our ability, we would consider this matter closed.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11432645, and find that this resolution is satisfactory to me.

Regards,

K**** ****




















3/16/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My home is listed on the companies website as for sale by owner. My home is not currently for sale. The company also disclosed my name and unlisted phone number on their website.

Desired Settlement: Remove my home and contact information from the website immediately.

Business Response:

Thank you for notifying us of Ms. S’s comments regarding our service.  We appreciate the opportunity to investigate the situation, and respond to Ms. S’s concern.

We immediately located Ms. S’s property information on our website and removed it.  Please know that we make our best efforts to achieve 100% accuracy in the data we provide to our customers.  We aggregate data from multiple sources nationwide and are constantly adding and deleting properties from our database to ensure accuracy.  We did notice multiple websites besides ours, that included this same property listing information.  We confirmed that this property was listed on a for sale by owner website (usrealty.com) as an active listing as a for sale by owner, which included her phone number.  We appreciate the information provided to us by Ms. S, as we immediately removed the property from our database, and in turn notified our sources they should do the same.

 We contacted Ms. S on 3/10/16 but were unable to reach her.  We left a voice message stating we received her complaint and that her property has been removed from our website.  We left our phone number so she could contact us back with any further questions.  We have not heard back from Ms. S.

 We appreciate the information Ms. S provided so we could investigate this matter and make the appropriate updates to our website.  We believe we have completely addressed Ms. S’s concerns and would consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11196146, and find that this resolution is satisfactory to me.

Regards,

S**** ******




















1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Choosing my complaint was difficult. It was hard to narrow it down to one. Last evening I discovered that I have been being charged by this company for a service that I do not receive. They claimed that I signed up for their service and I have no recollection of doing such a thing. I was in France on vacation at the time and oddly experienced credit card theft with my other credit card and had to stop the card. My bank immediately issued me a new one and refunded me the cost I had suffered. SO for 6 months ow I have apparently been paying a monthly fee to this company that I had no idea about. I've never received an email from them. No updates, no offered, nothing. NO calls, no correspondence what so ever, but they continually withdraw money from my credit card account. When I finally realized this, I called them and explained what i had discovered, just learning of them and the monthly fees. After much discussion and complaining, they offered to refund me 1/2 of what had been taken from me. I said no thank you and that I would go through my credit card to get a full reimbursement. I don't see how this company exists! They offer no product, no service, give no feedback, no correspondence or customer offerings what so ever, all while eagerly and gladly taking customers payments. Businesses like these are increasing in our world and it seems that their only goal is to find a way to sneakily take money from peoples credit cards and fly under there radar, hoping the person doesn't see it amongst their charges. I do look over my credit card charges every month. However, this card, is my secondary one and I only use it in emergencies, if for some reason my main card isn't accepted, etc. Please use your professionals and resources to investigate this company and let's work to put a stop to this type of fraud, unethical business practices, and underhanded thievery. Thank you, ** ***** *****

Desired Settlement: Any and all of the money they snuck and took from me and billed to my credit card. As well as an investigation into this companies practices. I am sure there are MANY unsuspecting victims out there who are being charged unknowingly and are receiving no serve, product, information what-so-ever.

Business Response:

Thank you for notifying us of Customer A’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer A’s account. 

Our records indicate that Customer A signed up for a trial membership account for our service on 6/28/2015. When customers register for our service, they agree to be billed for the trial membership and each month thereafter until the account is cancelled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

Upon registration, every member gets a welcome email, confirming the account is active, and provides the membership log on information to our site.  It also includes the trial expiration date so the member will know when to cancel if they do not wish to be billed after the trial expires.

Interestingly, the email and phone number that were used to register this account are the same email and phone number that were used in filing the BBB Complaint.

We do not show any further correspondence from Customer A until she called our customer service department on 1/16/16 to inquire about the account.  We reviewed this call, and discovered that the customer service representative did not handle the call according to our company policy.  We have addressed this issue directly with the customer service representative that spoke with Customer A.

Our Customer Service Manager contacted Customer A directly to discuss her concern, and apologized that the call was not handled properly on her initial phone call to us.  A full refund has been granted to Customer A, and she was delighted that we reached out her directly.  Because Customer A has confirmed that she is completely satisfied with this resolution, we consider this matter closed. 

Consumer Response: Complaint: 11090252

I am rejecting this response because:

I desire to both accept and reject the businesses response.  I am please that I have received a full refund, however I must counter the statement of my exact email and phone number used, is odd.  Fist because they only have my pone number because I reached out to the company only after discovering that I had a mysterious charge on my credit card.  They have my phone number because of this.  Secondly, if this company had my email address this is strange because I have never received any correspondence, support, notification from this company.  With ALL of the daily emails I receive from companies simply generated because they have my email address, why have I and why do I not receive anything from this Company?  Again, my point is, that I feel companies such as these are purposely trying to stay under the radar.  They don't want to reach out to the client they are deducting a fee (money) from because this will alert the customer and remind the customer they do not need this service, (whatever the actual service is, which is also the mystery.)  Again, I do not remember signing up for this service in the first place.  I was traveling in France at the time they state that I registered with them and agreed to this service.  Not something I would do while traveling.  Next, my main credit card was used by someone in the states at the same time.  Makes me wonder?  
Anyway, yes, I am happy to have this resolved and all of my money returned to me.  And the caller was kind and restful with her words. But I do wish to make a strong point about this type of business ethics and express my great concern about this credit card behavior on unsuspecting people, the elderly, young, less educated.   
I ask this company if they are conducting an ethical business and providing a respectable service, please at least send out weekly correspondence, updates about your services, reminders to your clients.  These options can be generated by a computer software program with no overhead to your company.  And in the end provide a confidence and build a positive reputation of a respectable, ethical company who provides a clear service that helps the fee paying clients.  

Regards,

M******* *****





























Business Response:

 We are glad Customer M is satisfied with the resolution of her concern.  We appreciate her further comments, and would like respond accordingly.

We obtained Customer M’s email and phone number because these items are required upon registration for an account for our service.  We have confirmed that the CVV code (Card Verification Value) used was an exact match, indicating that the card used was in the hands of the person registering the account.  The street address and zip code were also an exact match with what is on file with the cardholders issuing bank.  Furthermore, the IP address used is consistent with the geo-location specific to the area of the zip code used to register the account.

Additionally, a welcome email is sent to each member upon registration outlining membership and billing information, along with providing the trial expiration date, so each customer is clear on the date cancellation is required if they do not wish to be billed the monthly membership fee.

 If we can be of further assistance, Customer M is welcome to contact us directly, as she has done in the past.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11090252, and find that this resolution is satisfactory to me.

Regards,

******** *****




















1/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I noticed a reoccuring bill on my credit card for $49.60 from February 2015-December 2015. My total was $545.60. I've never even used this service. When I asked for a refund the customer service rep on the phone just treated me like I was stupid for not noticing the reoccuring charge earlier. Sorry, but I don't ever use the credit card that it was charged to and it obviously wasn't a service I've ever used or I would be aware of it. They say they can't tell if I've been using the service, but I don't believe that. Charging me $545.60 for a service I never used is so shady. I plan on contacting the attorney state general to find out if this is a complete scam. The company did refund me 3 payments of 49.60, but that still leaves me paying $396.80 for a service I did not use.

Desired Settlement: Full refund please.

Business Response:

Thank you for notifying us of Customer P’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer P’s account. 

Customer P signed up for a trial membership account for our service on 2/10/2015. Customer P agreed to be billed for the trial membership and each month thereafter until the account is cancelled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

Upon registration, every member gets a welcome email, confirming the account is active, and provides the membership log on information to our site.  It also includes the trial expiration date so the member will know when to cancel if they do not wish to be billed after the trial expires.

We do not show any further correspondence from Customer P until she called our customer service department on 12/28/2015 to cancel the account.  Our customer service agent cancelled the account at that time, and an email was sent to Customer P providing the cancellation number.  Although the account was  billed correctly, our customer service agent, as well as our customer service manager spoke with Customer P to resolve her concern, and a full refund has been granted.

Customer service is of the utmost importance to our organization.  We have listened to the phone call that Customer P is referring to, and have spoken directly with the customer service representative that took Customer P’s call.

We contacted Customer  P via telephone on 2 separate occasions to confirm she was satisfied with the resolution of her concern and to specifically discuss the concerns surrounding her concern regarding her conversation with our customer service representative, however we were unable to reach her.  We left a phone number for our customer service supervisor if she wishes to contact us back to further discuss her concern.  Because we have granted Customer P a full refund and have addressed all of Customer P’s concerns to the best of our ability, we would consider this matter closed.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 11028631, and find that this resolution is satisfactory to me.

Regards,

M*** ******




















12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was a $1.00 promotion to find housing in our area. Once on the website we viewed houses on list and it showed cost and addresses, once. We could never use the site again, we were charged $49.40 in April, May, June and July. For a total of 198.40 for that time period.

Desired Settlement: A refund of credit card charges in the amount of 198.40plus the credit charge of 10% interest.

Business Response:

Thank you for notifying us of Customer W’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer W’s account. 

As Customer W stated, she signed up for a trial membership account for our service on 3/19/2015. Customer W agreed to be billed for the trial membership and each month thereafter until the account is cancelled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

We do not show any further correspondence from Customer W until she called our customer service department on 7/31/2015 to cancel the account.  Our customer service agent cancelled the account at that time, and an email was sent to Customer W providing the cancellation number.

Customer W contacted our customer service department again on 9/9/15 requesting a refund to her account.  Although her account was billed correctly we granted a full refund.

We contacted Customer W via telephone to confirm she was satisfied with the resolution of her concern.  Customer W stated she appreciated that we reached out to her directly and that she is fully satisfied with the resolution to this matter.

10/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I registered with this company to find a home since I was looking to relocate. I entered into a agreement of a 1 week trial for $1.00 with the option of cancelling after 7 days. Later on that SAME evening I cancelled so that I would NOT be charged the $49.60 the following month. I am now being charged $49.60 on 9/25/2015 from my account for something that I cancelled way prior to this! I am highly upset because this charge has thrown my account into a negative balance that was NOT supposed to be there. I want my money back and my name permanently deleted from this organization. I did not authorize for this transaction to take place and I CANCELLED THE SAME DAY!

Desired Settlement: I WANT MY $49.60 DEPOSITED BACK INTO MY ACCOUNT. I DID NOT AUTHORIZE THIS TRANSACTION BECAUSE I CANCELLED THE SAME DAY.

Business Response: Thank you for notifying us of Customer H’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer H’s account. 

As Customer H  stated, she signed up for a trail membership account for our service on 8/26/2015. Customer H agreed to be billed $1 for a trial membership and a monthly membership fee each month thereafter until the account is cancelled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

We time stamp all correspondence that occurs on each account including registration and cancellation, and we do not show any correspondence after registration from Customer H until we received notice of the concern she registered with the BBB on 9/28/15.  We are sorry she felt she could not contact us directly prior to contacting the BBB as our customer service representatives are available Monday – Friday from 6am – 6pm PST and on the weekends from 9am – 5pm PST.  We are also available for cancellations 24 hours, 7 days a week via email,  or by using our IVR telephone system.  All of our contact information can be easily found on our “Contact Us” page on our website.

Per Customer H’s request a full refund was provided on 9/28/15.  We contacted Customer H via telephone to confirm she was satisfied with the resolution of her concern, but were unable to reach her.  We consider this matter closed, as we are confident the refund provided fully resolves Customer H’s concern.  

10/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i signed up on-line for a seven day trial for $1. i cancelled within a few days when i realized that most of their listings were years old. but realty store claims that i did not cancel and proceeded to charge me almost $50 for a month's membership. i am 100% certain that i cancelled. this business has so many complaints against it that it should be shut down.

Desired Settlement: i want my cc credited for the unauthorized charge

Business Response:

Thank you for notifying us of Customer G’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer G’s account. 

As Customer G  stated, she signed up for a trail membership account for our service on 7/21/2015. Customer G agreed to be billed $1 for a trial membership and a monthly membership fee each month thereafter until the account is cancelled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

We time stamp all correspondence that occurs on each account and we do not show any further correspondence from Customer G until she called our customer service department on 9/26/2015 to cancel the account.  Our customer service agent cancelled the account at that time, and a full refund was provided to Customer G.  A cancellation email was sent to Customer G providing the cancellation number as well as confirmation of the refund amount.

We contacted Customer G on 9/28/2015 via telephone to confirm she was satisfied with the resolution of her concern, but were unable to reach her.  We consider this matter closed, as we are confident the refund provided fully resolves Customer G’s concern.

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I own a property on ******** ***** Blvd in Blacklick, Ohio 43004. It was purchased 2 years ago in 2013 and has not been on the market for sale since then. After having people come to the property in July, 2015 to inquire about it being for sale, we discovered a picture of this house appears on HomeFinder.com and the contact for it is RealtyStore.com. The house shows a price well below current market value. Since RealtyStore.com charges people for information, I believe they are falsely using my property to attract customers which I consider to be a scam. Additionally, it has created an unsafe environment around this property for the resident and the neighborhood with people stopping by to look in windows and going to the back of the property.

Desired Settlement: I need the posting of my property removed from any and all websites where it is being used and to be notified that has happened.I need the BBB to look into the operation of this business as I do not feel it's operation is legit and it is praying on consumers looking for property.

Business Response:

Thank you for notifying us of Ms. B’s comments regarding our service.  We appreciate the opportunity to investigate the situation, and respond to Ms. B’s concern.

Please know that we make our best efforts to achieve 100% accuracy in the data we provide to our customers.  We aggregate data from multiple sources nationwide and are constantly adding and deleting properties from our database to ensure accuracy.  We appreciate the information provided to us by Ms. B. We learned the information we received listed the property as a Fannie Mae foreclosure, but our data provider had not notified us that the property had subsequently been sold.  We immediately removed this property from our database, and in turn notified our sources to do the same.   We sincerely apologize that Ms. B’s property was erroneously listed due to the misinformation provided to us.

 We contacted Ms. B to let her know the property has been removed from our database, but were unable to reach her.  We believe we have completely addressed Ms. B’s concerns and would consider this matter closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10711544, and find that this resolution is satisfactory to me.

Regards,

D**** *************




















7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did a 30 day trip with this company for a dallor back in December and I canceled it with in an hour and yet they been charging me 49.00 a month sence February I just now noticed it and here it is July

Desired Settlement: I want all my money back they took from me with out authorization because of they I got hit with a 70 over draff fee

Business Response:

Thank you for notifying us of Customer B’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer B’s account. 

As Customer B stated, he signed up for a trail membership account for our service on 11/27/2014. Customer B agreed to be billed $1 for a 30 day trial membership and a monthly membership fee each month thereafter until the account is canceled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.

We do not show any further correspondence from Customer B until he called our customer service department on 7/7/2015 to cancel the account.  Our customer service agent cancelled the account at that time.

We contacted Customer B on 7/8/2015 via telephone to discuss his concern, but were unable to reach him.  Our Customer Service Manager has provided Customer B a full refund per Customer B’s request.  We consider this matter closed, as we are confident this fully resolves Customer B’s concern.  

6/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm very disappointed that I fell for "RealtyStore.com"'s "Bait and Switch" website contract that charges $1.00 to access property listings that are outdated and unavailable when investigated! I started using their service to help a friend shop for real estate a month ago and signed up for $1.00 not realizing that the charges increased to $49.95 a month later. I'm 63, have one blind eye and the other is failing. I'm not skilled with computers. I used the service for only a few days when I realized the properties that looked attractive and were worth investigating were pictures of long unavailable properties, used to attract customers. Indeed I was flooded with real estate agents affiliated with "RealtyStore.com"'s website trying to secure me as a customer. These agents confirmed the few properties I found at realty store.com had sold over 2 years ago. I actually drove by a couple of the websites listings before I contacted the realtor listed to find out the listings were sold over a year ago. I called RealtyStore.com's telephone line to request a refund and left a request for them to call back two weeks ago. No response. I then cancelled my membership via internet. Again I called and spoke to their agent. I requested a refund and was denied. I informed the agent about the "shill" listings and the avalanche of agents that contacted me to find me properties, just not the ones featured on the website! I informed the agent I was elderly, challenged by computers, retired and on a fixed income to no avail. I finally said I would make a complaint to the BBB and the agent replied that she was banning me from their website and other affiliated sites but she did agree to refund the $49.95. Their agent was hostile, curt and condescending to to an elderly, retired man trying to do a friend a favor! To top it off she banned me ! Please investigate "RealtyStore.com" and warn the consumer of their business practices and customer service!

Desired Settlement: Refund my Amex charges. Contact company to correct their deceptive business practices and improve customer service to allow refunds to elderly customers that don't fully understand the $1.00 "BAIT and SWITCH" business model. Prevent company from using "shill" property profiles which are out of date and unavailable. Prevent the avalanche of real estate agents contacting customers with properties that don't match the sites listings. I'm sure ReatyStore.com charges these agents for the contact.

Business Response:

Thank you for notifying us of Customer V’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer V’s account. 

Our records indicate that on 4/11/15 Customer V registered an account with us.  All registering members agree to be billed for a trial membership and then a monthly membership fee each month thereafter until the account is canceled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.  We require all members to provide their full name, email address, home address, phone number and complete credit card information when registering for an account. 

Our records do not show any correspondence from Customer V until he contacted our customer service department to cancel the account on 6/10/15.  We sincerely apologize for the frustration Customer V experienced when speaking with our customer service representative.  Customer Service is very important to us, and we are addressing the issue appropriately to ensure all of our representatives provide outstanding customer service to our members. 

During the phone conversation on 6/10/15 the customer service representative cancelled Customer V’s account, and provided a refund per Customer V’s request.

Please know that we make our best efforts to achieve 100% accuracy in the data we provide to our customers.  We aggregate data from multiple sources nationwide and are constantly adding and deleting properties from our database to ensure accuracy. 

We contacted Customer V via telephone on 6/12/15 to discuss his concerns.  Customer V stated that he was completely satisfied with the resolution and appreciated our efforts to contact him directly to further discuss the situation.  Because Customer V confirmed the issue is resolved, we consider this matter closed.

6/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had subscribed to this site many months ago. Then the following month I called and cancelled the service. However, they are still charging my credit card.

Desired Settlement: I feel that they owe me at least 2 months @ $49.60 per month.

Business Response:

Thank you for notifying us of Customer H’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer H’s account. 

Our records indicate that on 2/7/15 Customer H registered an account with us.  All registering members agree to be billed for a trial membership and then a monthly membership fee each month thereafter until the account is canceled.  The Terms of Use and Pricing Information are 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 and pricing information, prior to registering the account.  We require all members to provide their full name, email address, home address, phone number and complete credit card information when registering for an account. 

Our records do not show any correspondence from Customer H after the initial registration.

We contacted Customer H via telephone on 6/8/15 to discuss her concerns.  At this time we cancelled her account and provided a refund per her request, in efforts to resolve the concern.  Customer H stated that she was completely satisfied with this resolution, and said she would retract the complaint she made to the BBB.   We have completely addressed Customer H’s concerns and feel confident this issue is resolved.

6/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On homes.com to see more information on foreclosed homes it redirects you to realtystore.com where you must sign up and give credit card information to access the property. After I logged into the site the property was not listed anywhere on the site. This is false advertisement. It is very discouraging and upsetting.

Desired Settlement: Money that was charged to my account as well as this habit being stopped. Lawsuites can be won off of false advertisment. I took time of of my work day to research properties and because this company had the BBB symbol I believed it was legit but it isn't.

Business Response:

Thank you for notifying us of Customer H’s experience with our service.  We appreciate the opportunity to research and comment on what occurred with Customer H. 

Our records confirm Customer H registered for an account with us on 5/19/2015 at 1:54 pm, and then cancelled the account on the same day, 9 minutes later, at 2:03 pm.  We apologize that Customer H was not able locate the property she was looking for during her brief search on our website.  Please allow us to explain that our company works with Homes.com, providing a data feed of our live property database to them several times each week.  We make our best efforts to achieve 100% accuracy, however because our databases are separate, there may be instances when our database and Homes.com database are not 100% in sync.  Our goal is to maintain the most accurate database possible on our website, and therefore are constantly adding and deleting properties from our local database to ensure accuracy.  Because we provide our data feed to Homes.com several times per week, it may take a day or so for Homes.com to update their database to reflect our data.

We are sorry to hear that Customer H felt she needed to contact the BBB prior to contacting our live customer service department directly.  Our customer service staff is available 7 days a week, between 6 am - 6 pm Monday - Friday, and on Saturday and Sunday from 9 am - 5 pm.  We would encourage all of our customers to contact our customer service department for any question they have regarding our website.  They are able to answer questions, as well as help customers navigate the website.  The customer service phone number is clearly displayed on the “Contact Us” tab on our website.

On 5/20/15, our Customer Service Manager contacted Customer H directly via telephone to see if she could provide further assistance to Customer H, however was unable to reach her.  We tried again to reach her via email on 5/21/15, but have not yet had a returned response from Customer H.

We have done our best to contact Customer H regarding her concern, and would encourage her to contact us directly to discuss her inquiry.  Please let us know if anything else is needed to close this matter.

5/7/2015 Billing/Collection Issues
4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Clearly at some point I may have signed up for a temp membership. Possibly even got a bill for the first month. I am 99.9% sure that I cancelled this membership before now. Sadly they have been charging me $50 per month on a card I rarely use and that is on auto pay for quite some time now.When I called today 4/4/15 to ask for a refund I was first told that they don't provide refunds. When we talked some more I informed the person that I would be filing a fraud complaint with my credit card company. He then offered to send me a form to fill out to ask for a refund. Now I can get a refund, but have to fill out a form first. I told him that I wouldn't be doing that. I'll just file it with my credit card company. He then said that they record all calls and told me that I already said I signed up for the membership so basically they will fight the claim. I then told him that I also record my calls and I will be sure to play it for my credit card company. I was then offered a one month refund.......so now I can ACTUALLY have a partial refund of the fraudulent charges. These people are not reputable.I want all of my money back minus the one dollar temp membership and the first month's $50 membership since I feel that is fair.On a side not how is it possible that this is an accredited business by the BBB? Have you not seen all of the complaints online about their business practices? One quick google search and I found many complaints about the same issue.I will also be contacting my credit card company and any other agency I can to dispute these fees if I don't receive my refund back on my card.

Desired Settlement: I want a refund.

Business Response:

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

As Customer F stated, an account was registered on 9/21/2014, and $1.00 was charged for the trial.  Please know that we maintain a robust tracking system that time stamps all correspondence including account registrations and confirmed cancellations.  We do not show any record of Customer F’s account cancellation until he cancelled the account on 3/3/2015 through our automated phone system, without speaking with a live customer service representative.  No further billing occurred after this cancellation date.

 On 4/4/2015, Customer F contacted our customer service department and spoke with a live representative at that time.  The representative was able to explain the billing protocol, as we are a subscription based service, allowing our members access to our website on a monthly basis.    We provide clear disclosure of our offer terms, on the order page in immediate proximity to the button that must be clicked by the consumer to purchase our service.  Not only must the consumer click that button to agree to the purchase, but must also tick an unchecked box indicating that he has read and agreed to the offer terms.  Despite these facts, the customer service representative issued a refund to Customer F of the most recent charge.

 On 4/5/2015 we contacted Customer F due to the complaint he filed, and were able to discuss the situation further, and find an agreeable resolution.  We agreed to a refund all monthly charges and Customer F stated this completely resolved his concern.

4/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Realty Store is advertising my property (in addition to many of my neighbors), as being foreclosed upon in order to drum up business. My home isn't even for sale! This is false advertising, and has forced me to contact my mortgage company and put a fraud alert on my credit. My home has been viewed 445 times on zillow because of their blatant irresponsibility both in advertising and in harming my reputation as a Senior NCO! This is not acceptable and I will not tolerate it. At this point I am considering contacting counsel.

Desired Settlement: I want an advertised apology on my property that they took the liberty of advertising as foreclosed, and a statement that PROMINENTLY says this property is not foreclosed upon on said advertisement!

Business Response:

Thank you for notifying us of Ms. H’s experience.  We appreciate the opportunity to investigate the situation, and respond to Ms. H’s concern.

 Ms. H states in the complaint that her property is being advertised incorrectly on our website as a home in foreclosure.  Upon receiving this complaint on 3/20/15 we immediately removed the listing from our site, and contacted our data provider to inform them of this error.  Our data provider confirmed this was an error and we have conducted an extensive investigation to find out why this error occurred.  Our investigation has determined the original error is within the Ocean County Property Records database, somehow linking Ms. H’s property with another property on the same street.  The property record for Ms. H’s address includes what seems to be a misfiled deed record for a nearby property identifying Fannie Mae as grantee.   Although the error stems from Ocean County Property Records, we would like to express our sincere apologies that this error has affected Ms. H.   The data provider is correcting the error on their side, and as stated above, we immediately removed the listing from our site.

 Ms. H also references discontent with views for her home found on Zillow.  Please know that we have no connection to Zillow, and any listing they post is completely unrelated to us.  It is possible, however,  that Zillow obtains data from some of the same data sources as we do.  Furthermore, our site did not list Ms. H’s property until Feb 25, 2015, and it was removed on March 20, 2015.  During this time, Zillow only received 5 views regarding Ms.H’s property.  The 445 Zillow views Ms. H is referring to occurred of a 5 year time period, beginning in Sept 2011.

 On March 20, 2015 our customer service manager spoke with Ms. H and was able to apologize for the error that occurred and explain the situation in full, along with our method of removing the listing from our site and working with the data provider to correct the error on their end.  Ms. H let our customer service manager know she accepted the explanation and confirmed that her concern has been completely resolved.

Consumer Response: Complaint: 10542079

I am rejecting this response because: I would like the business to clarify precisely where said data was received, as I work for the Division of Taxation in the Local Property Tax unit and have looked at the county records which have shown no such thing.  Therefore, if you can show where this data was obtained from county records I will gladly speak to my county regarding this incident.

Regards,

***** *******





























Business Response: We were able to speak with Ms H this morning, and clarify exactly where the data was received, as she requested.  We shared the link we have from the Ocean County Property Records that contains the erroneous data.  Ms. H thank us for the information, and stated she appreciated our assistance and that she would take contact the county regarding the incorrect data linked to her property.  Ms H confirms this resolves her complaint.

3/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed on for their free trial and then cancelled it and am still being billed for their service.

Desired Settlement: i would like to be reimbursed for the charges 49.60 *2 made to me on my boyfriends card.

Business Response:

Thank you for notifying us of Customer C’s experience.  We appreciate the opportunity to investigate and clarify what has occurred with the account.

 According to our records, Customer C registered for an account on 12/8/2014 and agreed to be billed $1 for a 7-day trial and $49.60 each month thereafter until canceled. There seems to be a misunderstanding, as Customer C’s complaint references a “free” trial, however our registration page clearly state that the 7-day trial is $1.00.

 Customer C also states in the complaint that she had cancelled her account. Please know that we keep a robust internal tracking system that time stamps all completed registration sign ups as well as confirmed cancellation requests.  We do not have any record of a cancellation until Customer C contacted our customer service department on 3/9/15.  The customer service representative cancelled her account at the time of her call on 3/9/15, and which stopped any further billing.  Customer C later emailed us requesting a refund to her account of the 2 monthly charges for a total of $99.20, which we granted on 3/12/15.

 Upon receiving this complaint on 3/13/15, we called Customer C at the number listed on the complaint, but were unable to reach her.  We left a message confirming the refund she requested had been done on 3/12/15.  It takes 1 – 4 business days for a refund to post back to the customer account.  We are confident this refund resolves Customer C’s concern.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10530072, and find that this resolution is satisfactory to me.

Regards,

***** *****




















2/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: realtystore.co* has *y ho*e listed as a "foreclosure" and it is not. I'* currently trying to sell *y ho*e and this has raised so*e issues. I'* very upset that this is listed this way as I have never even been late with a pay*ent. PLEASE HELP!!!!!!!*** ****** ****** Dover AR, 72837 is "NOT" a foreclosure!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: I need this "Fraudulent", "False", "Fabricated" advertise*ent re*oved fro* their website or I will take legal action against realtystore.co*, This *ay very well delay or upset *y efforts in selling *y ho*e which could cost ti*e and *oney. I would also like an explanation as to why *y ho*e was listed as a "Foreclosure" in the first place????????????????? Does this co*pany do any research for facts???????????????????????????????????????????????????????????????????

Business Response:

Thank you for notifying us of *r. *’s experience.  We appreciate the opportunity to investigate the situation, and respond to *r. *’s concern.

On Feb 4, 2015 *r. * contacted our custo*er service depart*ent to alert us that his ho*e was erroneously listed on our website as a ho*e in foreclosure.  We apologized for this error, and i**ediately sub*itted a request to our database ad*inistrator to correct this infor*ation and re*ove *r. *’s ho*e fro* our database.  (The ho*e was re*oved fro* our database on the evening of Feb 4, 2015.)  We i**ediately reviewed our internal syste* to locate the reason this error occurred.  We found there was a specific software issue fro* 1 of our data providers, which lead to the *isclassification of this listing. Our software group has corrected this proble*.

We received this co*plaint fro* the BBB on Feb 5, 2015, at which point our custo*er service *anager contacted *r. * to let hi* know we had already sub*itted a request to re*ove this property fro* our database, and the property had been successfully re*oved.  At this ti*e the custo*er requested that we put the ho*e back on our website, and list it as a ho*e “For Sale By Owner.”

On 2/11/15, we posted *r. *’s ho*e on our website, per his request, as “For Sale By Owner” and believe this fully resolves *r. *’s concern.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife inadvertently did not follow the fine print on a trial 7 day membership and unless you call to cancel a $49.99 per month fee automatically begins. We have never once used this service however over a 2 year period we were billed over $2,000.Although, they were crediting us $400, this process is still preying on those individuals who do not follow the fine print. If this company was truly looking out for their consumers they could very easily see no attempt was made by to sign on by user ID. Instead they claim ignorance. One customer service person told me "oh well, if it was a fitness center, they would ignore inactivity as well"Please stay away!!!

Desired Settlement: In light of our being part of the problem, we should be refunded $1,500, leaving them with over $700 of pure profit for zero services rendered

Business Response:

Thank you for sending us Customer CP’s comments about his account.  We have researched the account history and contacted Customer CP to review his concerns. As a result of our conversation, we have taken action which Customer CP acknowledged to satisfy his claim. Please consider the following additional information.

According to our customer service and accounting records, an account was opened under Customer CP’s name on 2/23/2012. The terms of use and billing schedule were clearly displayed on the registration page used to open this account. These terms state the account would be registered for a 7-day trial access to our website for a fee of $1. The terms also clearly state if the account was not cancelled before the end of this trial period, it would remain active and open for an ongoing fee of $49.60 each month thereafter, until the account holder elected to cancel and close the account. Our website and order registration processes are secure. When registering a new account, we also require the customer to physically check a box stating they have read and agree with our terms, which include the pricing and billing schedule. This agreement was acknowledged when the account for Customer CP was registered and a charge card number was entered by the customer. 

Regarding access to the website and ongoing charges to allow this, accounts remain active and accessible for use at the customer’s sole discretion. Because real estate data and market conditions are subject to change over time, customers may elect to maintain an account active for as long as best suits their needs. Customers may have a short term need for our information (weeks or months of time) or desire longer term access (over a period of years). Because usage is at the customer’s sole discretion, we allow continuous access and maintain accounts as active unless a customer advises us otherwise by cancelling their account.

Please note, once an account is registered, we display a registration confirmation page repeating the registration details. We also send each new customer a Welcome email with additional information. Account cancellations may be submitted via telephone on our Customer Service line (cancellations may be processed using an automated phone menu or by speaking with a Customer Service Representative), or by submitting an email to our Support department (we process all emails received within 4 hours) or by submitting a cancellation request directly on our website. All cancellations immediately receive a cancellation confirmation number and all future billing is immediately halted upon cancellation.

We did not receive any correspondence or cancellation requests for Customer CP’s account until 10/13/2014 when Customer CP called our customer service department and cancelled the account. Our customer service representative immediately cancelled the account and halted any future billing. We processed a courtesy refund for the most recent charge at that time. Customer CP later contacted us again requesting additional refunds. We explained the terms of use and billing policy that was acknowledged at the time of registration and, although we had maintained the account open and accessible during the term, we processed additional courtesy refunds for the customer. Upon receiving this complaint, we contacted Customer CP on 11/18/14 to reach a final resolution of his concern. Although we maintained the account open and accessible continuously since registration, we agreed to process additional refunds in an amount which the customer declared was satisfactory to him. These refunds were processed through our system on 11/18/2014 and should post credits to the charge card on file in 1 – 4 business days, depending on the processing policies of the customer’s card issuing bank. Given Customer CP acknowledged these refunds satisfied the situation, we consider this issue closed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10310557, and find that this resolution is satisfactory to me.

Regards,

***** *****




















10/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Approximately three months ago, I signed up for a one month trial period to access foreclosure properties. This trial period was for one dollar, and was advertised to last just that month. When I paid my credit card this month, there was a charge for 49.60 to the Realtystore.com. I pay my credit card in full every month, so sometimes I fail to check every transaction. Not any longer. For the past three months this bill has been charged to my account. The month prior to this billing was to the nationalrealtysore.com. This is, in my opinion, fraud. Is there any recourse to recover my money? If not, this company should be turned over to the states attorney generals office. 

Desired Settlement: A refund for the charges I paid and referral to the states attorney generals office for prosecution of fraud.

Business Response:

Thank you for notifying us of Customer D.O.’s concern.  We have researched the account history and found it agrees with the customer’s description of a one month trial. The account remained active following the end of the trial period, per the purchase terms the customer agreed to at the time of registration. Customer D.O. did not contact our Customer Service department prior to filing this complaint. We would have been happy to assist Customer D.O. with any questions about utilizing our website and services, or to address any questions regarding pricing and billing. Regardless, we have elected to process refunds as requested by the customer to promote satisfaction. Please review the additional information regarding this account.

 Our records show, Customer D.O.  registered a new account on our website on 5/20/2014. This account was registered for a price of $1 for a 30-day trial period, and to continue active each month thereafter for $49.60 until the customer elected to cancel and close the account. Cancellations can be made at any time either online directly in the customer’s account, or by calling our Customer Service department seven days per week or by sending us an email request. Cancellation requests are processed upon receipt. During account registration, we also require customers to provide a charge card form of payment and also check a box to acknowledge the customer has read and agrees with our stated pricing and billing terms. Customer D.O. did so in order to activate this account. We also sent Customer D.O. a welcome email, as we do to all new account holders, to provide additional information about the account.

 We also guard against fraud in several ways. Our website is secure. During the registration process, we require all new customers to provide their full name, billing address, phone number and email address.  The information we have on file for Customer D.O.’s account matches the same information provided in this complaint. In addition, when customers enter their charge card form of payment, we also require them to submit the CVV security code typically found on the back side of the card. This ensures the person entering the number has the card in hand and our merchant processor matches the CVV number to the account number for verification. Our system also logs the IP address used by the computer at time of registration for a match. The IP address used when Customer D.O. registered matches the geography of the billing address in Michigan, provided at the time of registration.

 Customer D.O. did not cancel this account after the completion of the 30-day trial period, so it remained accessible and billable, per the acknowledged terms. Customer D.O. cancelled the account on 9/18/2014 by utilizing our automated cancellation option on our Customer Service telephone line. At that time, Customer’s account was closed and any future billing was immediately halted. We also sent a cancellation confirmation email to Customer D.O.

 Upon receiving this complaint, we attempted to contact Customer D.O. on 9/22/2014 at the telephone number provided. We wished to review the purchase terms and concerns the customer had and answer any additional questions. Our calls were not answered, but we left Customer D.O. a voice mail confirming the actions taken and courtesy refunds which were processed. These refunds should be expected to post credits to the charge card used for registration in 1 to 4 business days, depending on the policy of the card’s issuing bank. Customer D.O. is welcome to contact our Customer Service department with any additional questions. We are confident the information provided and actions taken fully resolve Customer D.O.’s concerns.

9/25/2014 Problems with Product/Service
9/23/2014 Billing/Collection Issues
9/10/2014 Billing/Collection Issues
9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the free 1.00 trail on their website. I found that their listings were of no use to me so I cancelled shortly after signing up. The Billed my bank card 5/2/2014 and on 6/3/2014. I filed a complaint with my bank and they said I had to contact the merchant. I went through all my emails and found that they never sent me any emails not even when I signed up,nor when I cancelled. I have since checked here and online and have found they seem to do this a lot. I called them today was left on hold for 8 mins then sent to voice mail. Seems the only way to get any answers from the is to file a legal action.I want a full refund of 99.20. That they took without permission from my account.

Desired Settlement: 99.20

Business Response:

Thank you for notifying us of Customer L’s concerns.  We have researched the claims made in the complaint. Our findings did not support the claims made, however, to resolve this situation, we have elected to provide courtesy refunds to the customer. After receiving this complaint, we contacted the customer to discussed the account history, the prior authorization received to process fee charges, and actions taken to promote customer satisfaction. The customer advised us this has resolved this complaint. Please consider the following additional information about this account’s history and the claims presented.

 On 4/01/2014, Customer L registered a new account on our website and agreed to be billed $1 for an initial 30-day trial period, and to maintain the account for a monthly fee of  $49.60 each month thereafter until the customer elected to cancel and close the account. When registering this account, Customer L provided a charge card as a form of payment and acknowledged her agreement with our purchase terms, pricing and billing schedule by checking a box on our registration page. This check box states the customer agrees with the terms of use and purchase. When Customer L registered her account, we sent her a welcome email, as we do to all new registered customers. This welcome email provided details on her new account access, repeated the pricing and billing schedule information, and provided contact information for our Customer Service department for any questions or further assistance.

 Customer L did not cancel her account after the 30 day trial period ended, so we maintained the account active and billed her charge card per the stated terms and her permission given at time of registration. Our system shows billing on May 1 and June 2, 2014. Customer L had access to our website and services during this time.

 We did not receive any correspondence or cancellation requests from Customer L until 6/06/2014 when Customer L cancelled her account via our website.  At this time, the account was closed and all future billing was immediately halted. We sent Customer L a cancellation confirmation email at that time, as we do for all accounts that are cancelled.

 On 8/20/2014, Customer L called our Customer Service department and left a voice mail message inquiring about billing.  We called Customer L back that same day and left a message explaining we had received her voicemail and invited Customer L to contact our customer support department to discuss her account questions further. We advised that our Customer Service department is staffed Monday – Friday from 6AM to 6PM and Saturday and Sunday from 9AM to 5PM Pacific Time. We did not receive another phone call from Customer L.

 Upon receiving this complaint, we contacted Customer L on 8/27/2014 by phone. We again reviewed the secure on-line registration process and billing terms previously agreed to.  In efforts to resolve this complaint, we processed courtesy refunds to Customer L’s charge card.  Customer L confirmed this resolved her complaint and considered this complaint closed. We consider this complaint resolved. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10186295, and find that this resolution is satisfactory to me.

Regards,

****** ****




















8/12/2014 Billing/Collection Issues
7/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is a for pay service in which users pay to search for homes listed for sale and for rent. We have had calls from people looking for rentals and finding listings on the site with our contact information attached, as well as from people who have found their own homes fraudulently listed as foreclosures for sale with our info attached. The properties that my information is connected to are not even in my MLS area, are not in any way represented by myself or my brokerage, and are in many cases not even homes that are for sale or for rent. Upon contacting the company they claim there is nothing they can do to stop their listings from providing my contact information. It seems that this is pretty clearly a scam. It costs $1.00 to sign up for a trial of the website, after which a larger fee of $24.95 per month is charged so that people can search fraudulent listings that are seemingly neither for sale or rent in all the experiences I have had. I cannot get in to search for listings with my name on them without paying, which I will certainly not do since the site is a scam and there are complaints on several different scam and ripoff sites that note that even people who cancel within the trial period are still being charged for the monthly fee thereafter. It seems that this company is also the same group behind rentbeforeowning.com with a suspiciously similar contact us page and from which we are also getting calls about fraudulent listings

Desired Settlement: I would like the website shut down for fraudulent practices. It is unacceptable for them to be putting my name and contact info on any listing on this site.

Business Response: Thank you for alerting us of Mr. **’s concern. This issue was promptly
escalated to our VP of Product Development, who personally oversaw the
resolution of the problem and contacted Mr. ** directly to confirm his concern
was addressed and resolved.  Please consider the following additional
details.

As Mr. ** noted, a number of real estate listings appeared on our site which
included Mr. **’s contact information. Regrettably, it was only after these
listings were published that it was discovered these listings were in fact not
related to Mr. ** or his real estate services. We apologize deeply to Mr. **
for any inconvenience caused by the mislabeling of these property listings.

Our website sources national property information and real estate data through
agreements with more than one hundred real estate data providers. Over 2
million property records are received and processed regularly by our systems.
We maintain and enforce quality control measures for data processing and
formatting to present data as cleanly as possible.  The vast majority of
the data we display is accurate and presented consistently, based on the raw
data received. Unfortunately, a software error assigned Mr. **’s contact
information inappropriately to property data and listings which were
unaffiliated with him.

Because data errors may occur infrequently, but can surface from time to
time, we welcome feedback from knowledgeable third party sources, such as Mr.
**, if errors are observed. Our Customer Service department had received a phone
call regarding Mr. **’s data issue and we had responded promptly to remove both
the listings causing the issue and to remove Mr. **’s contact information from
our database.

Our VP of Product Development also followed up with Mr. ** by phone for
further investigation. We thank Mr. ** for helping us identify the root cause
of this issue. During our phone call, we assured Mr. ** the properties and
contact information would be removed promptly. Later, a second call to Mr. **
was not answered, but we did leave a voice message for Mr. ** to confirm the
listings and his contact information were removed. Again, we extend our
apologies for any inconvenience Mr. ** experienced. 

7/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just saw a charge on my account for a membership fee of $49.60; dated 6/26/2014 - payable to "RealtyStore.com." I registered for a trial membership of $1.00, which payment was paid for and accepted via my credit card. I have followed their instructions to CANCEL every day since (and documented) and to no avail. Their cancellation page takes you to their credit card information page. If you delete the personal/credit card information and hit "update" you are NOT allowed to go further. This is the only method they provide for cancelling service, since trying to get through via the #800 number is a futile attempt at madness. Cancelling a subscription/trial membership should be as EASY as it was to register in the beginning!!Trying to navigate their "Contact US" page is not user friendly as well. I would like a full refund of this monthly charge, as I feel that I have been deceived by their website's method of billing/customer service. I think their website is fantastic and does serve a great purpose, HOWEVER - they seriously need to work on a MORE EFFECTIVE way for consumers to cancel their membership without this added stress.What amazes me is how this business can continue to carry an "A+" rating when the majority of the complaints filed with the BBB are with their billing services. That should be an area that is looked in to.

Desired Settlement: I would like a FULL REFUND. A trial membership is just that - a trial. And if the company's ultimate goal is extreme financial gain, obviously (instead of a medium of growth AND satisfied consumers) via their billing practices, then they should be ashamed. People are more apt to return, EVEN if it is to partake in a trial membership, knowing that the business practices are respectable rather than refutable.

Business Response:

We regret any misunderstanding, and would like clarify what happened with the customer’s account. We have located 3 accounts in our system that match the phone number provided in the complaint.  The first account was registered on 5/9/2009 and cancelled on 5/23/2009 via our website.  The second account was registered on 2/27/2014 and cancelled on 3/26/2014 via our website.  On 5/25/2014, the most recent of these accounts was created using the email address ***********@gmail.com.  At the time the account was created, we immediately sent the account login information to the email address provided during registration.  In addition, account login info can be easily retrieved by calling our customer service center or by requesting it directly from the website.  Lastly, cancellation requests can be conveniently processed several ways including via email, telephone or directly through the member website.  We did not receive any correspondence from Miss ***** until 6/27/2014 when she sent an email to our customer service department from the email address ***********@aol.com about charges to her account. 

We do have an inactive account from the customer with the email address ***********@aol.com but that account had never been billed.  However, due to the customer’s comments in the email, we further searched our database and were able to locate the active account, even though it was a different email address.  We immediately canceled that account and issued a courtesy refund on 6/27/2014, the same day we received her email.  Based on the customers's complaint and her previous success in canceling accounts via our website, we believe the cancellation issue stemmed from having multiple accounts and accessing an account that was already cancelled  (***********@aol.com account) rather than the open account (***********@gmail.com account) .  Upon receiving this complaint we attempted to call her on 6/27/2014 at the number listed in the complaint but were unsuccessful.  We are happy to hear that she is pleased with the service we provide.   Since we refunded the full amount requested prior to  receiving this complaint, we are confident this fully resolves her concerns.  

6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I canceled my subscription to realty store in January of 2014 and I am still receiving charges of $49.60 on my credit card.

Desired Settlement: I want a refund of the $49.60 in false fraudulent charges on my credit card.

Business Response:

Thank you for advising us of Mr. H’s concern. We researched the situation and discovered Mr. H had registered two separate accounts on our website. When registering for an account, we require the consumer enter a unique email address to be used as an account identifier. Our research showed Mr. H used two different email addresses to open separate accounts on our website. On January, 17, 2014, Mr. H cancelled one of his accounts using our online automated cancellation process. We cancelled this account and halted future billings as of January 17. On June 13, 2014, Mr. H contacted our Customer Service Department to inquire about charges he was still receiving from our company. At that time, our Customer Service Supervisor discovered Mr. H had maintained his second account active and, as such, it had been subject to ongoing charges. As a courtesy, we refunded Mr. H for a requested amount at that time. We contacted Mr. H on June 13 to advise him of this situation and based on feedback received, we understood he was satisfied with the actions taken. Based on the time stamp of this complaint, it appears Mr. H had not yet received our communication confirming the cancellation prior to filing this complaint. On June 16, we processed additional courtesy refunds on Mr. H’s second account to refund him all charges made on his second account. We attempted to call Mr. H to advise him of the additional courtesy refunds, however, our calls were not answered. We are confident this will fully resolve Mr. H’s concerns.

5/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called inquiring about an auto debit from my account and asknig if it were possible to get a refund. I wanted to see what my options were. I feel the employee that I spoke to was very rude. I explained that I never used the service and would like to see what my optinos were and she seemed to refuse to be pleasant with me. I would expect that customer service be more helpful with their customers. I would not recommend anyone to this company simply because i feel that the service is poor. I hope the other emploees are not as such.

Desired Settlement: I would appreciate that my full cahrge be refunded.

Business Response:

Thank you for notifying us of Customer K.H.’s experience.  We have investigated the history of this account and have taken actions to ensure the customer is satisfied. Please consider the following details for Customer K.H.’s account. 

According to our records, Customer K.H. registered for an account on 3/03/2014 and provided authorization to be billed $1 for a 30-day initial trial period, and to maintain the account active for an on-going fee of $49.60 each month thereafter, until the customer elects to cancel and close the account. Our website is secure. During account registration, we require all customers provide their name, address, email, phone number, and a form of payment, such as a charge card number, in order to register. In addition, we display our pricing and billing terms for opening and maintaining our account and require all new customers to physically check a box on the order page. This check box states the customer agrees with our pricing, billing schedule and terms of use. Customer K.H. acknowledged agreement with these terms in order to complete the new account registration.

Customer K.H.’s account was active and fully available for use continuously from 3/03/2014 through the 30-day trial period. We did not receive any cancellation requests through the end of the trial and maintained the account as active and billable on 4/02/2014, per our purchase terms. Customer K.H.’s account remained open and fully accessible until 4/22/2014 when Customer K.H. cancelled the service via our customer service department.  Per the customer’s request, we immediately canceled the account and halted all future billing as of 4/22/2014. In this phone call, Customer K.H. also  requested a full refund of the monthly fee. We explained and re-confirmed the purchase terms and billing protocol which Customer K.H. had agreed to at the time of account registration. To address Customer K.H’s concern at the time, we processed a courtesy partial refund.  We believed this was a fair resolution at the time.

Upon receiving this complaint, we also called Customer K.H. to further discuss the situation and ensure satisfaction. During this call, we agreed to issue an additional refund to meet the requested amount.  Based on feedback from Customer K.H., we are confident this fully resolves Customer K.H.’s concerns.

Regarding Customer K.H.’s comments about the treatment received on this call, we have also discussed this complaint with the Customer Service agent involved. We found the agent acts professionally and efficiently on service calls and are sorry that Customer K.H. did not find the tone as helpful as we would prefer. We regularly monitor all agents for the conversational tone used over the phone. We want to ensure it supports the high level of service we expect our agents to provide all customers. We will continue to do so and thank Customer K.H. for sharing her opinion.

4/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I visited this website while looking for properties to buy and they somehow accessed my credit card and charged me 49.60 for joining their website which I never agreed to nor did I give them my credit card number. It was straight up fraud and theft of information and money. I tried contacting them by phone and their 1 800 number didn't work I then called the police in the town where I live to report it and proceeded to cancel my credit card. I then went onto their website to cancel the membership I never signed up for and did just that. I have sent the website a complaint with my intentions to follow this up until I am refunded them money they stole from me. The following is a copy of the letter I wrote to their website. March 20 2014 The realty store email and cancelation letter.I did not agree to pay for your services I don't know how you got my credit card number but I reported this to the police and will be pursuing you to get my money back. I will also be contacting the better business bureau with this scam. I will be calling your offices tomorrow and expect to have this resolved asap.. I have looked at other reports of your bad business practices and you should be ashamed of yourselves for taking adavantage of people. I realize that you will probably just laugh this email off but I don't care you are an irresponsible company and I will be doing everything within my legal rights and abilities to make your company stop taking advantage of people. Sincerely DisgustedMr. ****** ** ******March 20 2014I have read many other reviews from other people online about this companies shady and illegal business practices and feel very strongly that something should be done they should be fined and put out of business as soon as possible. Please help me and others who have been taken advantage and look into this company. Today is march 20th 2014. I will try and contact this company again tomorrow to try and get my money back I am not sure of any other recourse.

Desired Settlement: I want the 49.60 back that they stole from me and for them to be made to stop these shady business practices. I don't want extra money just the money taken form me. I would also like to know how they got my credit card information and charged me for a service I din not sign up for. Please penalize this company and hopefully put them out of business.There are numerous bad reviews about this company on many different websites please investigate them. Sincerely ****** ** ******

Business Response:

We received Customer V’s BBB complaint on 3/21/2014. Thank you for allowing us an opportunity to reply. Prior to receiving this complaint, we had taken previous action to communicate with Customer V to explain his account history as well as provide a courtesy refund. Our Customer Service representative spoke to Customer V about the registration history for his account, however, Customer V was not willing to accept the explanation. Additionally, our Customer Service Supervisor called Customer V for further discussion, however, Customer V was unwilling to speak to our Supervisor. Respectfully, we strongly disagree with the statements made. Our company simply is not capable of  establishing accounts and billing charge cards for consumers, without those accounts being established and authorized by customers directly. Please review the following history on Customer V’s account.

 According to our records, Customer V registered for an account on 2/18/2014. To register an account for our website, we require all customers provide their name, address, email, phone number, and complete valid credit card number on our secure webpage registration form. We also require all customers check a box on our registration page which states the consumer has read and agreed with the billing terms and conditions of registering with our website. These terms are clearly stated and include an agreement to be billed $1 to activate an account and begin a 30-day trial period. Following the 30-day trial, the terms state the  account would remain active for a $49.60 fee each month thereafter, until the account is canceled. Our website is secure and a customer account cannot be registered nor charged any amount until the customer submits their agreement with the terms by checking the box and clicking a submit button. An account was registered this way on 2/28/2014 by a consumer registering the account using the same name, address, email and phone number as provided by Customer V in this BBB complaint. In addition, we require account registrations to enter a 3-digit security code found on the backside of the credit card entered. This ensures the person opening the account has the card in hand. The account registered to Customer V was done so by also providing this code. Our systems also record the IP address of the computer used at the time of registration. The IP recorded for Customer V’s account registration shows a geography that matched the address entered (Medford OR).

 The account remained active from 2/18/14 until 3/20/2014 when Customer V cancelled the service via our website.  Customer V also sent in an email later that same day and called our customer service department on 3/21/2014.  Customer V confirmed all of the customer information entered into our website as his own and even confirmed the password that was entered as a password his own.  In this call, Customer V insisted he did not recall establishing the account and demanded a refund be issued. We complied as an exception to the stated terms previously agreed to open the account, explained the account registration process and processed a refund for all requested charges. Because Customer V stated he remained upset, we escalated another service response to our Customer Service Department Supervisor to provide further explanation and offer additional service to satisfy Customer V. Customer V refused to speak to our Supervisor, so we are hopeful this written additional explanation and re-confirmation of the account history will be helpful. In response to Customer V’s specific inquiry about how credit card information was obtained, the credit card was entered into our website at the time of registration. This is the only means we had to obtain the card and issue authorized charges as described above.  We have refunded the requested amount in an effort to promote satisfaction. Thank you.

3/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for RealtyStore.com because I was getting out of a terrible relationship and needed to find foreclosed homes quickly. I unknowingly signed up for this website, not knowing that it was a "subscription" based service. I have been charged $49.60 since April 4th, 2013 - February 2014, when I called to cancel this service that I didn't know I even had-- They credited me back 49.60, they told me that I could appeal these charges by filling out a form and mailing it in (which I did promptly that day). The operator stated that if I did not hear back from them within 7-10 business days to give a call, and it should be credited back no problem at all, she even thanked me for being so polite to her because most customers are really mean and upset. I call today, the gentleman tells me to be on the look out for an email and that would notify me if I was refunded. They agreed to credit me back $248.00, about half of what I actually paid. I can't help but feel taken advantage of.I'm a single mother and simply cannot afford these charges! I'm at a loss of words.

Desired Settlement: I would like to be credited the full amount that I was charged.

Business Response:

Thank you for sending us Customer M.B.’s comments and concern. Although we maintained Customer M.B.’s account as active and provided access to our services per the purchase terms Customer M.B. had previously authorized and agreed to, we have taken special action to resolve Customer M.B.’s situation. We processed additional refunds to credit the remaining charges made to her charge card today, March 18, 2014. We ask you to please review the account history in this case as follows.

According to our records, Customer M.B. registered for an account on March 5, 2013 and agreed to be billed $1 for a 30-day trial account, and then maintain the account as active for a fee of $49.60 each month thereafter until the account was closed.  We require all customers to check a box on our registration page which states the consumer has read and agreed with these billing terms and conditions of registering with our website. Our website is secure and a customer account can neither be registered nor charged any amount until the customer submits their agreement with the terms by checking the box.   Customer M.B. did so on March 5, 2013 and the account has remained open and billable since that time. We did not receive any requests to close this account until February 26, 2014 when Customer M.B. called our customer service department. At that time, Customer M.B. spoke to a Customer Service representative and asked for the account to be closed.  Our service representative immediately cancelled the account. Customer M.B. also contacted us on March 14, 2014 and requested historical charges be refunded. Although we had provided Customer M.B. with an active account since March 5, 2013, we agreed to issue a limited refund, given her extenuating circumstances. We believed the customer was satisfied at that point.

It appears the customer filed this BBB complaint on the same day (March 14) to appeal for additional refunds. Although we had provided services which were previously requested and authorized, we wish to close this issue by providing the additional refunds requested. On March 18, 2014, we processed additional refunds for all remaining historical charges made to Customer M.B.'s charge card. These refunds should post credits to her card within 1 – 4 business days, depending on the processing speed of the bank that issued her card.

We attempted to reach Customer M.B. by phone to discuss her concerns and ensure resolution of the issue. Our calls have not been answered or returned yet, but to avoid lost time, we left a voice mail describing the additional actions taken.  We are confident that processing refunds for the remaining historical charges will fully resolve this situation. We wish Customer M.B. well in her future endeavors.

3/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did not authorize realyty store to charge me $48.90 for their services. I paid $1 dollar fora free trial and cancelled it the next day at the insistence of a realtor whom informed me that they were fraudulent. Today I saw my credit card statement and they have charged me again.

Desired Settlement: I would like a complete refund...this is absolutely ridiculous.

Business Response:

Thank you for notifying us of Customer H’s situation.  We strongly disagree with the assertions made in the complaint. Our company is focused on providing valuable real estate information to consumers and real estate professionals. We also provide ready access to our Customer Service department via a toll-free telephone number or email 7 days per week to assist with any questions about utilizing our website or account status. To ensure we manage our service levels to high standards, our system time-stamps all customer communications. Although Customer H states she believes she cancelled her account earlier, we have no record of a cancellation confirmation before March 14.   

 Regardless, we elected to process the requested refund in an effort of good faith and to promote satisfaction, prior to the filing of this BBB complaint.

 Please consider the following information regarding Customer H’s account history. On February 10, 2014, Customer H registered on our website and agreed to be billed $1 for a 30-day trial account, and this account would remain active for a fee of $49.60 each month thereafter until the customer elected to cancel and close the account.  Thirty days after the account was opened, as of March 12, 2014, we had not received any cancellation request from Customer H. Per the purchase terms Customer H agreed with on February 10, we maintained her account active and billed $49.60 for the month.  On March 14, 2014, we received an email from Customer H stating she thought she had previously cancelled the account and requested a refund of the current charge. Our records did not show any cancellation requests, but as a precaution, we immediately cancelled Customer H’s account and issued a courtesy refund of the monthly fee. 

 We received this BBB complaint later that same day and attempted to contact Customer H on 3/14/2014 at the number provided in the complaint to resolve this issue.  We were un-able to speak with Customer H initially, but left her both a voice mail and sent her an email explaining the situation, confirming the refund given, and noted the lack of prior cancellation requests. Later on March 14, 2014, a Customer Service Manager spoke to Customer H to investigate the cancellation confirmation she claimed to have received, but we had no record of issuing. Customer H suggested she would email a copy of this confirmation to us for review. We have not received it at this time.

 We have reconfirmed the refund was processed out of our system on March 14. We sent Customer H a confirmation of the cancellation and refund granted on March 14. We also advised the customer to expect to see the credit applied to her charge card in approximately 1 – 4 business days (depending on the processing speed of her card issuing bank). We believe this fully resolved Customer H’s concerns. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9968298, and find that this resolution is satisfactory to me. All that I wanted was my money back...however...there assertions are lies.  Upon the advice of a realtor that I spoke with, this account was cancelled the same day as she informed me that the listings on the site are old, not up to date, and often contain properties that have already sold, which I informed the gentleman on the telephone.  Be that as it may, I was livid when I saw this charge as since the initial date that I signed up, other than to cancel this, I never went on this website, which I am sure that they can see, and NEVER utilized their services.

Regards,

******* ****




















2/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This website has been charging me $49.60 per month for the last 6 months without me knowing. I wa sure I cancelled it after the 7 day free trial but cant find any of the cancellation paper, I did however call again and cancel today and they refunded me for the month of feb. but thats it. I want the 6 months back which is $297, I dont see how they can charge someone for something they are not using, if you look up my act you can see it wasnt used very long or much. I feel this service is predatory.

Desired Settlement: 6 months aug 2013 to jan 2014 $49.60 per month

Business Response:

Thank you for notifying us of Customer H’s concern. We have researched the customer’s account history and would like to share our findings. According to our records, Customer H registered for an account on 6/30/2013 and agreed with our stated terms of purchase, which included a $1 charge for 7-day trial access to our site and a $49.60 charge each month thereafter to maintain access to the site. The terms of purchase clearly state that access and charges continue until the customer chooses to cancel the account. These terms are stated on our purchase registration page and also on our Terms of Use page.  We require all customers to check a box on our registration page which states the consumer has read and agreed with the Terms of Use, pricing, billing terms and conditions of registering with our website. Customer H did so and the account was activated for Customer H’s use. Customer H’s account was open and fully available for use from 6/30/2013 until 2/7/2014 when the account was cancelled through our Customer Service phone system. 

On 2/7/2014, Customer H’s spouse also called our customer service department to inquire about charges. We explained the terms of use and billing that were agreed to when the account was opened, and that the account was active and fully available for use by the customer since that time. Since the account remained active and open, the charges were applied as previously described. Customer H’s spouse requested a refund of the most recent charge, explaining the account had not been used recently. Although the account was active and available for use during that time, we elected to issue a courtesy refund for the last charge, and we understood this fully resolved the caller’s concerns about this account. 

Upon receiving this BBB complaint, we called Customer H for further discussion.  We were unsure as to the reason for the BBB complaint since the previous call suggested the concerns were already satisfied. We contacted Customer H on 2/7/14, and although the account had been active and fully available for Customer H’s use since 6/30/2013, to promote full customer satisfaction, we issued the additional courtesy refunds in full, as requested by Customer H. During our conversation, Customer H confirmed these refunds resolved this complaint and provided satisfaction. We believe this issue has been addressed in a timely and complete fashion. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9917870, and find that this resolution is satisfactory to me.

Regards, 

***** ********




















1/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used realtystore.com in searching for homes for rent and sale. I "signed-up" for free trial (but never confirmed my account, because I didn't make it that far.) I used my credit card info to run a credit report which seemed to be through a different company. The credit report was a pop up/ad in the middle of creating my trial account. I never knowingly gave my credit card information to realtystore.com. My card was charged and refunded $1.00, but I never received a credit report. I called customer service, the representative that answered was no help at all. I told him to just forget it and cancel my account. He told me I had not created an account, so there was no account for him to cancel. He assured me several times that I had not completed setting up the account and my card would never be charged again.When I saw the charge of $49.60 this morning, I called the customer service number listed on the website and got a recording stating my wait would be less than two minutes. Five minutes later, the recording stated that call volumes were higher than usual and transferred me to a voicemail. I left a detailed messaged, and demanded a refund. I then sent a detailed email through the contact page of the website, and demanded a refund. I called the number again. This time I opted to cancel my account. The automated recording informed me that there is no account associated with my phone number. What a surprise. I only have one phone number; it could not be listed under any other number. I sent another email. I called again. Once again, my two minute wait turned into five minutes, then was transferred to a voicemail because call volumes were higher than usual. The physical address associated with realtystore.com is actually... "Daniel B. Stephens & Associates, Inc., Technical support for water rights acquisition/transfer, Litigation support/expert testimony, Water resources planning and development, GIS, ASR/artificial recharge, Computer modeling, Contaminant investigation/remediation

Desired Settlement: I, at least, want a refund of the $49.60 that I was charged for an account I never created.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9870186, and find that this resolution is satisfactory to me.

Regards, 

****** ****




















12/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used realtystore.com online service for 1 day last October as they advertised that the first 7 days were free. They charged me $1 for the first month, and started charging $49.6 in the following month. I was surprised when I got my first bill with "Natinfo*realtystore.com" and I called the number and immediately canceled the service. However they continued the monthly charges by using different merchant names so that it was not easily identifiable. They used "NIC" or "RTS" in front of "realtystore" or simply "realtystore.com" in these charges, which lasted 12 more months until I detected that they are all from the service that I canceled a year ago. I thought the cancelation was long taken care off and did not pay close attention as I did have some other real estate related services to pay for. It turned out that all these charges were from Realtystore.com. I believe this constitutes business fraud and hope they can be fined and regulated. I would also like to seek advice on if possibility of class action suit is feasible as I saw multiple complaints online about their fraudulent practices.

Desired Settlement: Refund of all overcharge for the 13 payments.

Business Response:

Thank you for notifying us of Customer X’s concern. We have researched the activity on this account and appreciate the opportunity to present our findings. While we respectfully and firmly do not agree with the customer’s claims of fraudulent practices, we have elected to provide the customer with a courtesy refund in the amount requested. Please consider the following information regarding the customer’s account history.

 Customer X registered for an account with our website on 10/02/2012 and agreed to our stated terms of use, pricing and billing. These terms included a $1 charge for 30-day trial access to the account, and a charge of $49.60 each month thereafter to maintain the account as active, until the customer elected to cancel the account. We record a date and timestamp for every cancellation request received from every customer, whether through our website, via email or over the telephone. Any cancelled account immediately halts any future billing from that point onward. Contrary to the customer’s claim, we have no record of correspondence or cancellation requests from Customer X until 11/25/2013 when Customer X called our customer service department and cancelled the account using our automated process over the phone. At that time, the account was immediately cancelled (as of 1:20:48 PM PST) and all future billing was halted. Customer X called our customer service department again 25 minutes later the same day and spoke to one of our Customer Service Representatives to inquire about the charges to date. Our Representative answered the questions. During this call, Customer X did not indicate a request for refunds or mention any trouble using our service to date, so we considered the inquiry as informational only.

 Customer X notes in the complaint that the merchant name on our charges varied slightly at times, but our domain name (realtystore or realtystore.com) was always present in the description. We disagree with the customer’s comment that this slight variation represents ‘fraudulent practices’. We do not control the merchant descriptor used by credit/debit card processors. However, we are certain our name and customer service 800# is displayed with our charge. This way, if any charge is unrecognized by a consumer at any time, there is a consistent means to identify the merchant (realtystore) and a direct method to contact us with any questions (through the posted  toll-free phone number). Our toll-free number is answered 7 days per week.

 Customer X’s account was active and available continuously since 10/2/2012. If Customer X did not recognize our merchant name and questioned any charges seen over the past 13 months, we would have welcomed a call to our Customer Service Department at any time to review and resolve any issues earlier.

 The customer’s complaint mentions they did not pay close attention to the charges and possibly confused our charges with some other real estate related services. We’re sorry the customer may have overlooked certain charges, however, this is out of our control. As a good faith measure, we have elected to refund this particular customer with the requested amount in the complaint. These refunds were processed on 11/26/2013 and should post in the customer’s credit/debit card account within a few business days, in accordance with the policies of Customer X’s card issuing bank.

 Upon receiving this complaint, we made numerous attempts to call Customer X to review these details. Our calls were unanswered, but a company representative left a voice mail for Customer X explaining the situation and the refund status. Although we do not agree with the statements that there was any wrongdoing involved with this account, we elected to proceed with submitting this written response now and processing refunds in an effort to promote satisfaction in a timely fashion. We believe this explanation and the refunds granted will resolve this complaint in a positive manner. We wish Customer X well in their future endeavors. Thank you.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9818324, and find that this resolution is satisfactory to me.

Regards, 

**** **




















11/22/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have never visited this website or given them my debit card number. I wasn't even aware this company existed. They have charged me $49.60 every month from July 2013 to present November 2013. When I called them, the telemarketer was very rushed and could not explain how they got my debit card information to be charging me this. They agreed only to pay back this month's charge leaving me with -198.40. That is if they do follow through and refund the other $49.60 and do not continue to do this. I've read many other people having the same issue with this company.

Desired Settlement: I want the full $248 they stole from my account refunded. I do not think it's right for them to only pay back 20% of what they have taken.

Business Response:

Thank you for notifying us of Customer F’s situation.  We appreciate the opportunity to investigate the claims made, provide a response and take action to promote customer satisfaction. While not agreeing with the customer’s claim of any wrong doing on our part, we have elected to process the customer’s requested refunds in an effort to deliver satisfaction and close the issue. Please review the following additional information concerning this customer’s situation.

 The customer claims to have never visited our website or given a debit card number. Customer F may be mistaken or forgotten about visiting our website earlier this year. Our order processing system confirmed Customer F registered an account on our website under the name, address and phone number presented in this complaint. For all registrations on our site, we require all customers to provide personal information including name, address, phone number, email, and valid credit/debit card information, including the card’s CVC (card verification code) which is found on the back of the card. This helps ensure the card is physically in the hands of the consumer and is being entered directly by the consumer making the purchase. The name, address and phone numbers presented in this complaint match those on the account registered for Customer F. In addition, to help prevent fraud, we also log the IP address used at the time an account is registered. For Customer F’s account, our system recorded an IP address was used from the same geographic area of the address provided in this complaint. Prior to activating an account, we also require all customers to provide their agreement with our stated terms of use and pricing. These terms are stated on our registration page and all customers are required to physically check a box confirming their acceptance of these terms before an account can be activated. No charges may be placed on a customer’s credit/debit card without this authorization. Customer F provided authorization and activated her account by checking the box agreeing with our stated terms. We respectfully and strongly deny her claim that “they stole from my account”. We simply cannot process charges that are not first authorized and Customer F provided that authorization when registering.

 The terms Customer F agreed with include being billed $1 for a 7-day trial access to our site and services, and to maintain the account active at a rate of $49.60 each month thereafter, until the customer elected to cancel the account.  We provided continuous access to our website and services to Customer F for each month the account remained active.

 We did not receive any correspondence or cancellation requests regarding this account until 11/13/2013 when Customer F called our customer service department to inquire about charges.  During this call, our customer service agent reviewed how registration occurs (as explained above) and as a precaution against possible fraud, the agent also asked Customer F to confirm if the personal information entered on the account was a match to herself.  We confirmed the name, phone number, and email address entered into our website at registration matched her own. To alleviate Customer F’s concerns, we immediately canceled the account to halt any future billing. We also processed a credit for one month’s charges at that time as a courtesy, although the account had been open and providing access to the customer for that time.

Upon receiving this BBB complaint, we contacted Customer F on 11/14/2013 at the telephone number listed on the complaint.   We again explained the registration process and re-confirmed the information provided at the time of registration. Customer F asked again for a credit in the amount noted in the BBB complaint ($248). In efforts to promote full customer satisfaction, although we maintain no wrong-doing, we agreed to refund the requested $248.00, which brings the total amount refunded to $297.60.  

Customer F confirmed these refunds have fully resolved her concerns. We wish the customer well.

11/8/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Sept. 6, 2013, I accepted from this company, a 30 day for $1 trial membership, with a $49.60 monthly charge after the 30 day trial period, for an unlimited search. On Oct. 07, 2013, I tried to cancel this membership, as it was not worth $49.60 a month for this service. Once I tried to cancel, I was redirected to several other membership options, each with a lesser fee. I agreed to continue my membership for $4.95 a month for a limited search option. On October 28th, I received my credit card statement and saw that on Oct. 6, 2013 I had been charged $49.60 for the unlimited access, as well as $4.95 for the limited access on Oct. 7, 2013. I do not feel that I should have been charged the $49.60 since it was charged on day 30 and I changed my search option the first day after my 30 day trial period ended, especially, since I agreed to continue my membership and pay the $4.95 a month. On Oct. 29, 2013, I canceled my membership with Realty Store and sent them an email of my dissatisfaction over this matter.

Desired Settlement: I would like $49.60 credited to my credit card, with no further charges to my account.

Business Response:

Thank you for sending us Customer H’s comments and request. We appreciate the opportunity to investigate this issue and address it in a fair manner. We have processed the requested refund in this case in an effort to ensure customer satisfaction. Please consider the following history of this account.

 

Customer H registered for an account on our secure website on 9/06/2013 and agreed with our stated pricing and billing terms. These terms stated he would be billed $1 for a 30-day trial account, and to maintain the account as active at the price of $49.60 each month thereafter until the customer elected to cancel and close the account. Our billing terms of service clearly state that cancellation must occur before the trial period ends to avoid the monthly charge. As Customer H stated in his complaint, he did not cancel until after the trial period and as a result was charged the monthly fee.  If Customer H felt a refund was due to him, we would have requested that he simply contact our customer service department and spoken with a representative for further information and assistance. Our U.S. based customer service representatives are available 7 days per week via a toll free telephone number.

 

Upon receiving this complaint, we attempted to contact Customer H on 10/29/2013 at the telephone number that was provided. Our calls to the customer were unanswered. In an effort to resolve this issue without further delay, we have elected to process a refund of $49.60 to the credit card used for this account. This refund was processed at 4:49 PM Pacific Time on 10/29/2013. The credit to the account will apply depending on Customer H’s card issuing bank’s policies. We understand these policies can post credits back in 1 to 5 business days, but he can check with his bank for a firm date. In addition, Customer H asked for confirmation that no further charges would apply. We have checked and ensured his account was closed effective 10:49AM Pacific time today, 10/29. No further billing will occur. We are confident this will fully resolve Customer H’s concerns and we wish him well. 

10/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cancelled membership, but they continued taking $49.50 out of my checking account twice.

Desired Settlement: Debit my checking account for $99.00 asap.

Business Response:

Thank you for notifying us of Customer N’s concern.  Our research of this account revealed that we have not made charges after the customer cancelled the account. This is contrary to the claim filed, however, in the interest of addressing this concern and promoting customer satisfaction, we have issued a refund for historical charges in the amount requested, $99.20.

Please consider the following details regarding this situation. Customer N registered for an account on 05/10/2013 and agreed to our stated terms of use, pricing and billing. These terms state the customer will be billed $1 for a 30-day trial access to our website and services and $49.60 each month thereafter until the customer elects to cancel ths account. Cancellations can be made 7 days per week by calling our toll-free customer service line, or by sending us an email (we process all emails received within one business day) or by cancelling the account directly from the “my account” page in the website.  We did not receive any correspondences or cancellation requests from Customer N until 10/05/2013 when Customer N called our customer service department to inquire about charges.  We explained the billing protocol and explained that we had no record of previous cancellation.  In this phone call, Customer N did not mention cancelling previously.  The cancellation number Customer N included in her complaint was the cancellation number issued the same day that Customer N called us, 10/5/2013.  

Our billing records show we have not issued any charges or debits to this account after 10/5/2013.  Upon receiving this complaint, we called Customer N on 10/15/13 at the number listed on the complaint to discuss and resolve this issue.  While we do maintain a no-refund policy, we wish to resolve this issue and as a result, we have refunded the disputed amount of $99.20 in efforts to resolve this complaint.  We hope this fully resolves the customer’s concerns.  

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: on august 27th 1 cancelled service with realtystore.com cancellation #*********6-4305694 I received an e-mail to this fact.but they still charged me for to month after that.

Desired Settlement: two month of payments .

Business Response:

Thank you for sending notice of the customer’s comments and concern. We received the complaint on October 15, 2013.  To summarize the resolution of this claim, we have researched the account involved and could not identify the two charges the customer claims were processed after the account was closed. We attempted to contact the customer to discuss the situation, and we discovered the customer may have mis-interpreted billing dates on the customer’s credit card statement. Nevertheless, we have elected to process refunds for two historical charges as a courtesy to address and resolve the customer’s request. Please consider the following details regarding this account’s history and how the issue has been addressed.

 

Customer B registered for an account on 2/17/2013 and agreed to our stated pricing and billing terms. These terms include a notice the customer will be billed $1 for a 30-day initial trial of website access followed by $49.60 each month thereafter until the customer elects to cancel the account. We did not receive any communication via email or phone call from Customer B until 8/27/2013. On 8/27, we received a message from Customer B requesting a cancellation of this account. We cancelled the account on the same day and sent a cancellation email to the Customer to confirm the account was closed and no further charges would apply after 8/27/2013. We also provided the customer with a unique cancellation confirmation number, which matches the number the customer provided in the complaint. 

 

After researching the account in question, we were confused as to the reason for the complaint, since we agree that Customer B cancelled his account on 8/27/2013.  The last charge applied to this account occurred on 8/25/2013. We confirmed we have not billed any amount since the account was cancelled. To better understand the customer’s concerns, we attempted to contact Customer B on 10/15/2013 at the number listed on the complaint. The customer was not available to take our call, however, we were able to speak to Customer B’s spouse who explained that Customer B thought billing occurred after the cancellation because he only noticed the charge posting on his credit card billing statement (marked 8/25) after the account was cancelled on 8/27.  Customer B’s spouse was unable to provide further details or information about the two later charges the customer claims were processed by our company.  There is no record of any charges made to this customer by our company after 8/25/2013.  In efforts to expedite a resolution today (October 15, 2013), although we have made no additional charges as claimed, we have processed courtesy refunds of the previous two charges of $49.60 each on the account for a total of $99.20. This credit will post to the customer’s card once the customer’s card issuing bank clears our transaction. The bank may take up to 3 or more business to do so. We are confident this will fully resolve Customer B’s concerns. 

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have a for sale sign in our yard for our home. We received a call from a gentleman, 10/14/2013, stating he was interested in our home. He said he would put $2200.00 down, then $800.00 a month for 3 years, then at that time he would qualify for a loan for the balance. We told him we were selling the home, we were not interested in a contract for deed. We asked him why he thought that. He said that he saw our home on realtystore.com and that is what they said. We have never talked with realtystore.com regarding the sale of our home, or anything else for that matter. We did immediately call them regarding this. They said they are within their legal rights to list our home which is public record. They said they make their money from people who pay to gain information from their website. While we have no problem receiving "free" advertisement from them, we do have a problem with the information being inaccurate. We were able to get on the website to see basic information of what the gentleman calling was talking about. The website does say "The seller may also consider Rent to Own (RTO) or lease option terms for buyers that have good credit but need more time to qualify for a bank loan". The description of the house reads as if we wrote it, in one area it reads "we". Again we have never talked to anyone from realtystore.com. We consider this false advertising.

Desired Settlement: We would appreciate knowing what BBB's view of the contents of the realtystore.com website. Is it truly legal to include assumptions in their advertising? We would like the "inaccurate" information excluded.Thank You.

Business Response:

*hank you for informing us of Ms. *’s concern.  We take data quality very seriously and appreciate any feedback in efforts to continually improve our service.   

Our records show Ms. * called our customer support department on 10/14/13 to inform us of the aforementioned issue.  We explained why the property was listed on our site and agreed to comply with the request to remove the listing as soon as possible. On 10/15/2013 the property  was removed the property from our database and was no longer visible on our website.  

On October 17, we followed up with Ms. * in a telephone call to explain further details about the origin of the listing and why it had produced the purchase offer Ms. * described. In summary, we had received the listing under a data contract with a third party site. *his third party site was given the original property details and is currently displaying the same property for sale with the same description that had been displayed on our website. *he third party had classified this property as willing to consider, but not guaranteed to accept, alternative purchase terms such as a lease-option. *his is the reason the property was displayed with the optional suggestion that buyers may consider proposing alternative financing in their purchase offer, subject to review and acceptance by the seller. We also advised Ms. * of the company name providing this information to allow her to contact and correct the information at the source if she chooses to. We also offered Ms. * the opportunity to continue to list her property on our site under a different classification, in the interest of helping attract more prospective buyers. Ms. * declined to do so, and we have ensured her property will remain off our website.   We closed our conversation confirming that Ms. * considered this complaint resolved and closed. She did so.  

We apologize for any inconvenience that she may have experienced and we wish Ms. * success in her endeavors to find a buyer for her home for sale. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9763335, and find that this resolution is satisfactory to me.

Regards,

***** *******




















9/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This website has been charging me $49.60 for the past year without me knowing. I was sure I canceled but can't be sure. Either way they took over $600 from me. I only used their service once and it was over a year ago. I feel this service is predatory.

Desired Settlement: 12 months at $49.60 a month

Business Response:

Thank you for notifying us of Customer N’s concern.  We have researched the account history and found it was opened by the customer, was active and fully available for Customer N’s use for the time period noted. We followed up with the customer and processed a courtesy refund as a resolution for customer satisfaction.  

 

Please consider the following information regarding this account.  Customer N registered for an account on 7/16/2012 and agreed to be billed $1 for a 30-day trial and $49.60 each month thereafter until the customer elected to cancel the account. Our billing terms of service are clearly displayed when a consumer registers for our website service, and we also require the consumer to check a box on our registration page which states the consumer agrees with the billing terms and conditions of registering with our website.  Our website and registration process are secure, meaning, we may not activate any new account or begin any charges until the customer checks this box to communicate the customer agrees with the stated pricing and billing terms. Customer N did so. Upon registration, we also display our cancellation options for the customer, which includes calling our toll-free number to reach our Customer Service Department to process a cancellation with one of our Customer Service Representatives, or  to utilize our automated cancellation process over the phone, or to send us an email with a cancellation request (we process all e-mails received within one business day), or a customer may cancel their account directly on our website within their account. We also send a Welcome Email to every new customer (including Customer N), and this email includes our billing terms and cancellation process options.

 

We did not receive any communication via email or phone call from Customer N prior to this complaint.   We also did not receive a cancellation notice from Customer N directly from our website.

 

Customer N canceled this account via our automated telephone cancellation system on 8/27/2013 but did not actually speak with our customer service department and did not advise us of any concerns about the account or the monthly billing.  At no point prior to receiving this BBB complaint had Customer N contacted our customer service department to alert us he was unhappy with the service provided.  We would have welcomed an opportunity to discuss the customer’s concerns with a Customer Service Representative. Our Customer Service Department is available by phone 7 days/week.

 

Upon receiving this complaint, we contacted Customer N on 8/28/2013 at the phone number listed on the complaint. We came to a mutual agreement to process a courtesy refund of $297.60. Customer N confirmed this fully resolved the concerns. 

 

9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On July 23, 2013, I signed up for the membership. 2 days later I cancelled the membership, and was not suppose to have been billed the $49.60. Then on August 23 was charged $49.60. On August 26, I called and said that I should have gotten a email confirmation number, never received either. I can not even log into the web site any more, so something happened.Also, I got in contact with a real estate agent here in town, and was asking about 3 properties I was interested in, that I had seen on the RealtyStore.com web site. The agent told me that 2 of the listings, were sold earlier in the year, and one of the properties, was not even a listing that a real estate agent could handle. And this was why I cancelled. We drove by the properties to make sure the agent wasn't telling us something untrue. Sure enough the properties had been bought and fixed up.All I want is $49.60 back.Thank you

Desired Settlement: $49.60 back onto my credit card.

Business Response:

Thank you for notifying us of Customer R’s experience.  We have reviewed the history on this account, and would like verify what occurred.  

Customer R registered for an account on 7/24/2013 and agreed to be billed $1 for a 30-day trial access to our website and agreed to be billed $49.60 each month thereafter until electing to cancel and close the account from further access.  We list this billing protocol on our registration page and require all members to check a box stating they have read and agreed to our Terms of Use.  Customer R checked this box at the time the customer registered their account. We cannot issue access to our website or make any charges to a card without first having the customer physically check this box. 

We did not receive any correspondence or cancellation requests until 8/26/2013 when Customer R contacted our customer service department to inquire about charges.  We explained our billing protocol and Customer R requested cancellation of this account.  We immediately complied with this request.  Customer R also stated they had previously cancelled the account.  We explained that we showed no record of any cancellation request prior to 8/26/2013 and asked Customer R if she had a cancellation number on hand. We email a cancellation confirmation number to every account whenever a cancellation is processed. Customer R stated she had no confirmation number or information regarding a previous cancellation. We confirmed the cancellation of her account as of 8/26.  During our conversation with Customer R, there was no mention of issues using the account and no request for a refund at that time. We would have welcomed the opportunity to address these concerns earlier and finding a resolution without the customer feeling the need to file a complaint with the BBB.

Upon receiving this complaint, we contacted Customer R on 8/27/2013 at the number listed on the complaint to resolve this issue.  As courtesy, we have refunded the disputed charge of $49.60.  We understand this refund has resolved  this concern. 

9/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Realtystore.com Company has been taking money out of my account since March of 2012. These transactions are fraud, I never agreed with this transaction. I never signed up for their services. This company is now refusing to refund my money back.They have only agreed to refund me till January of 2013. I work very hard for my money, and I want to be paid back the whole amount.Please help me in this matter.

Desired Settlement: I would like to be paid back the whole amount that Realty store has taken out of my acount since March of 2012 for the amount of 49.60 per month.They have agreed to pay me back $496.00.They still owe me $347.20

Business Response:

Thank you for notifying us of Customer J’s experience.  We have investigated this account and appreciate the opportunity to present our findings to the BBB.  In summary, we respectfully disagree that the customer claims “nothing was purchased”, as we have specific records of an account being opened on our secure website by someone utilizing the customer’s personal information and credit card. The account has been active and available for Customer J to utilize continuously for more than 17 months, and Customer J did not contact our company with any complaints during this time. As a courtesy to the customer, we have made an exception to our purchasing terms and have processed refunds for all charges made to date. We would have asked the customer to have called our Customer Service department, which is available 7-days per week, for additional support or service at any time since the account was opened in March, 2012. We would have been happy to provide additional service at any time while the customer’s account was active.

 Please consider the following information regarding this account and the claim made. On 3/22/2012, an account was registered on our website under the name of Customer J.  Like all registrations for our secure website, the customer agreed to be billed $1 for a 7-day trial and $49.60 each month thereafter until the customer elected to cancel the account.  We display our billing protocol on our registration page and require all customers to provide personal information including name, address, phone number, email, & complete credit card information.  We also require all customers to check a box stating they have read and agree with our Terms of Use, pricing and billing schedule.  We did not receive any correspondence or cancellation requests for this account until 8/14/2013 when Customer J called our customer service department to inquire about charges. Per the customer’s request, we immediately canceled this account to halt any future billing. We also confirmed the account had been open and accessible for the customer’s use, and reviewed how her account registration had occurred.  We also verified all the information provided to us at the time of registration, as Customer J confirmed the name, phone number, and email entered into our website as her own.  We have also been able to confirm the I.P. address used to register this account matched Customer J’s internet service provider and was registered from the same region of the country Customer J resides in.  Despite all these factors, we agreed to refund $248.00 and we cancelled a pending transaction scheduled to be collected on that day.  

Customer J, called in again on 8/16, claiming the account was the result of fraudulent activity on her credit card.  We again confirmed all information, this time including mailing address and explained how an account would become registered and agreed to issue further refunds of an additional $148.80.  

Upon receiving this complaint, we attempted to contact Customer J on 8/19/2013 at the number listed on the complaint but our call was not answered.   In efforts to resolve this complaint, on 8/19/2013 we issued a final refund of an additional $298.60.  This represents all remaining charges made to Customer J’s credit card going back more than 17 months.  We are confident this resolves Customer J’s concern. 

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up to view a real estate foreclosure list for $1.00 (which I was never even able to view, but I wasn't too upset because it was only $1.00... or so I thought). Company advertising is EXTREMELY UNCLEAR that you are authorizing a monthly membership, as I would have never agreed to that intentionally. I didn't even realize that I was agreeing to any type of membership until my credit card was billed for $49.60 for an unknown charge this weekend. When I went to the website to figure out what the charge was even for, I attempted to "cancel", but couldn't even get an email from the site with my password information so that I could cancel anything. This company's business practice of luring customers with an introductory $1.00 charge without making it perfectly clear that their intent is to charge your card monthly is unethical, shady, and just plain wrong.

Desired Settlement: $49.60 for a month of services I wasn't even aware I had.

Business Response:

Thank you for notifying us of Customer G’s concern.  We appreciate the opportunity to investigate this situation, provide our findings and find an equitable resolution. Please be advised, that while we respectfully disagree with customer’s claim that our registration authorization is unclear, we have issued this customer their desired refund as a courtesy. 

We display our pricing and billing terms to all new customers at time of registration on our website order page, which clearly states a trial period is followed by an ongoing membership. We also require all new customers to check a box during the registration process stating they have read and agree to our pricing and billing terms. No account can be activated and no charges can be made if this confirmation box is not checked by a new customer. Customer G did so. We also send a welcome email to new customers to outline their account details. 

Following is the history of Customer G’s account.  Customer G registered for an account on 6/26/2013 and agreed to be billed $1 for a 30-day trial and $49.60 each month thereafter until the customer elects to cancel the account. We use plain language in our terms of use and are uncertain as to what part of our terms of use were unclear to Customer G.  We did not receive any interaction via email or phone call from Customer G prior to this complaint.   

Customer G did cancel her account on 7/29/2013 through our automated phone system but did not express any concerns to our customer service department.  At no point prior to receiving this complaint had Customer G contacted our customer service department to alert us she was unhappy with the service provided.  We are sorry to see she says she had difficulty viewing foreclosure listings on our website. Our site is user friendly and makes searching home listings as easy as possible. In addition, customers like customer G can contact our live customer support via toll free telephone 7 days per week, and we are happy to provide any assistance needed in using our website or any other related services. 

Upon receiving this complaint, we attempted to contact Customer G on 7/29/2013 via phone at the telephone number listed on the complaint but our call was not answered.  In efforts to resolve the complaint, we have refunded the disputed amount of $49.60.  Customer G should see a credit post to her credit/debit card as soon as her issuing bank processes our refund. We hope this fully resolves her concern. 


Customer Review(s)

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Customer Reviews Summary

9 Customer Reviews on RealtyStore.com
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