ComplaintsforPropStream

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/12/24 I did a Free-Trial with Propstream for 7 days. I then was attempted a charge of $99 by propstream before i had even woke up on the 7th day, in which my Bank notified me. I declined this transaction attempt and tried to cancel my account on *********************** website. The website keeps all your information but doesn't allow you to log-in UNLESS you pay to start service, THEN your allowed back into your account to attempt the cancellation process. 2 days later, Im thinking that Propstream just cancelled my account theirselves, since they wont allow me to. Nah. I got ANOTHER transaction attempt in the middle of the night 3:00 A.M. by guess who. Tried to IMMEDIATELY get on my computer & log-in to try and cancel this account again, but still not allowed!I will be reporting my bank to cancel my card altogether because of Propstreams Scam tactics of attempting to charge you AFTER the free-trial is done & your not allowed back into the account to cancel or delete the account altogether. If you are a *********** Investor, I'd advise you to stay as far away from Propstream as possible. Most of the info. they charge for is just public information or can be found on other free services. These guys are scandalous & predatory. Propstream, when you see this and try your bs attempt at calling me a liar & denying all of this, how bout cancelling my account and stop trying to rip people off. Weirdos

  Business response

  02/23/2024

  Dear BBB and ******************,
  We reviewed ****************** account and found that he signed up for his free trial on 2/9/24 and acknowledged and accepted that he would be charged $99 in 7 days after signup. He logged on several times and utilized the free trial service. His free trial ended on 2/17 which is when he was charged the $99. Unfortunately, ****************** made no effort to cancel his account by reaching out to our customer support team via phone or email or by way of our easy self-service option within our software. Had ***************** contacted us, we would have been more than willing to assist in cancelling his account. Instead, ****************** has chosen to create false claims and instead disparage us negatively. Despite ***************** behavior, we have closed his account so no further ******** can occurs.  We would still love to have ***************** as a customer and if he so chooses to return to PropStream in the future, we encourage him to reach out to our customer support team for assistance with any questions regarding billing or anything else. We are more than happy to help and assist him and all our customers.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my subscription to Propstream in May of 2023. Then I come to find out that they continued to charge me for another 6 months. And not only that but they charged me twice $97 for 6 months straight I'm very annoyed and honestly I feel like they stole from me

  Business response

  12/07/2023

  Dear BBB and *******************,
  ******************* reach out to us about a billing issue and we promptly refunded a portion of the charges. Unfortunately, rather than allow us to work with her further, she opted to flag the remaining charges as fraud with her credit card provider.
  
  When we reviewed our records of Miss ******** use of our software, she actually created 2 separate accounts with us. Both accounts had been previously cancelled by ******************* via our self-service cancellation option. Our self-service cancellation option indicates a user is aware of how to close their account manually on their own via our self-service option eliminating the need to contact us. We also saw that both accounts were reinstated by Miss ******** request this past June 2023 within a few days of each other. That customer-requested reinstatement occurred after she claims to have closed the account/s down. Also, during that account reinstatement period, both accounts show heavy usage and logins in multiple times and various days.
  
  With this proof of usage, we do not believe it is fair that we be held responsible for a full refund for two reason. First, ******************* knew how to cancel her account via our self-service option (and previously did prior), and second, and more importantly, she requested for us to reinstate her account so she could continue to use our system only to create a chargeback. Any business would feel taken advantage of by their customers actions under the same circumstances.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a Propstream free trial in April of 2023, and determined that it was not what I needed during that time.Apparently, my account had not properly been set to cancel, and I just discovered that I have been charged 8 times totaling nearly $800 by Propstream.As soon as I made this discovery I reached out to Propstream support and explained my situation. They did assist me in cancelling my account. After much back and forth they agreed to refund only 3 of the charges totally approximately $297.I have not used the platform since April of 2023. Propstream requires you to enter a credit card before you can start a free trial, which is an old practice that many businesses are no longer using.I am requesting that Propstream do the right thing and refund me in full. I did not make use of the platform and am out nearly $500 at this point.

  Business response

  11/28/2023

  Dear BBB and Mr. ******************* have thoroughly reviewed Mr. ********** account and usage of our software. After Mr. ******** signed up for the PropStream account, he did not make any attempt to cancel his account despite having the option to easily cancel by contacting us via phone, email, or our self-service cancellation option. Upon signup, we inform all customers of their cancellation options if/when they are no longer interested in our service. This was all clearly outlined in our Terms and Conditions that the customer agreed to during signup.
  
  When Mr. ******** did contact us, we provided a refund of 3 months as a one-time courtesy. We do not believe that refunding all the charges is fair because the customer accepted our Terms and Conditions during signup, and agreed to the monthly charges for our service. More importantly, the customer did not make any attempts to cancel and/or close his account as agreed upon in the Terms and Conditions, yet we still provided a goodwill measure of a partial refund to the customer.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I woke up this morning Sunday, May 28th 2023 and checked my phone there was a $99.00 charge to my debit card for "Propstream software". I do not know what Propstream is and have never signed up for any software with them nor do I have any account with them. In fact the only thing I ever use my debit card for on the internet is to pay my cell phone bill.

  Business response

  05/30/2023

  Dear BBB and ******,
  
  I apologize to hear that you were charged for the service when you were unaware of it and so we would love to assist if able. Currently upon reviewing our database we are not able to locate an account with your first or last name as well as address, email, or phone number. If you could please give ** a call at ************** or email ** at ****************************** we would be happy to have one of our agents work with you to locate the account that was billed and assist in anyway we are able to. We look forward to your reply and hope you have a great day.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was unfairly charged $97 by propstream. I tried to email them on April 6 2023 for a refund to no avail. Nobody ever got back to me. I emailed again after seeing the charge today. I just want to cancel the service and get a full refund.

  Business response

  04/17/2023

  Dear BBB and Diarra
  This customer claims to have sent an email on 4/6/23 but according to our system the account was created 4/7/23 after the customer claims they emailed in. Our system has a cancellation button built in to close the account down within the main settings of the platform to avoid these types of situations. We did however receive an email on 4/15/23 after the charge was taken out, but as this was on Saturday and our business hours are only Mon-Fri this was processed on 4/17/23 when we were back in the office. At this time the refund that was requested has already been processed and in the future we would encourage the customer to process any cancellations via the system as intended.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ***** post cards from propstream to be mailed out on February 2, 2023. I spent $1,020.60 on the postcards. My personal address was one of the addresses listed so I would know when they had been delivered. As of today, 02/24/23, I have not received a post card addressed to me in the mail. I did receive a call from someone who got one of the post cards but the card was damaged and my phone number was smeared out (I have a picture of the damaged post card). He said that he googled my name and return address and found my number that way. He told me You need to have a long talk with the company that is printing these cards for you because it looks like the ink was wet when they started stacking them and the ink smeared. I also received an undeliverable post card in the mail what was severely damaged as well (Number smeared out). So, what I know is that not all of the post cards were delivered (I did not receive the one I mailed myself) and at least some of them were severely damaged, rendering my phone number unreadable. I tried to contact the company several times asking for a refund, to credit my account or to at least give me ***** months of service (I pay $99/ month for their data service). I was very understanding and know that it is often easier for businesses to offer another product or service instead of refunding the money. I was willing to do that. I have spent hours on the phone with them but they accept no responsibility. I did not get what I paid for and for a lot of the cards I did not get anything at all because a card was not delivered to my address at all. All you can ever ask of anyone is for them to do what they said they were going to do. In this circumstance, it seems like propstream feels like it is too much to ask for them to do what they said they were going to do. Propstream has failed miserably and has , at best, been unwilling to correct their mistake and at worst, committed fraud and took my money without providing a service.

  Business response

  03/03/2023

  Dr BBB and ******************,

  
  ****************** placed order of ***** postcards on 2/2/2023 that was completed and delivered to **** on 2/6/2023 for a total amount of $1020.60. ****************** would like a full refund because 1 postcard appears damaged and was returned to him by **** as undeliverable. We contest the request for a full refund.
  Our agreement with ***************** was to print and mail his order via ****, and we explained that our responsibility is to ensure that each card is printed, quality checked, and delivered to **** for their final delivery. Under no circumstance do we stack wet ink or cards on top of one another. All postcard ink is fully dry before handing off to **** for final delivery.
  

  The smudges on the card ****************** received as "undeliverable/return to sender" was caused by the belts and roller machinery **** uses to auto-sort mail. That issue is an anomaly and an isolated incident and this is the first time a customer has reported it to us. 
  

  This was explained to ****************** several times over the phone and email. The 1 card he received as "Return to Sender" proves that his postcard order was delivered to ****, as agreed, and his order went through the **** sorting process. Seeing that his order did go through the **** sorting procedure, that proves that we fulfilled our agreement to print and mail the order via ****. We have advised ****************** that he should contact his local **** office to inquire about why some parcels were not delivered and instead marked as undeliverable.

  The desired resolution request from ****************** for a full refund when 1 card of ***** is unreasonable since we fulfilled agreement for his postcard order. We have offered ****************** 1 month of service for free ($99 value), but he has declined. We would like an amicable resolution for ****************** but a full refund for an order we printed, delivered to ****, and he has shown did in fact go through **** entire mail sorting and delivery process would not be a reasonable resolution.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed up for a 7 day trial. On day 2, I could no longer sign in and saw an error stating that I needed to contact customer service. I called customer service and they said I needed to call the compliance department, which was another phone number. They refused to tell me why. I called that number and no one was available so I left a voicemail. I then called the customer service number again with the intention of canceling because this is far too much hassle for a trial. The woman I spoke to refused to cancel, citing policy, stating that I needed to wait for someone to call me back from compliance at some unknown time. When I informed her that I was not ok with her refusal to cancel, did not agree to any charges, and would be contacting my credit card company to charge back if they did attempt a transaction, she hung up on me. What a waste of my time. I just want to cancel and not be charged in 5 days.

  Business response

  09/12/2022

  *******,
  We are very sorry the initial representative did not follow procedure and allow you to close your account. (we reinformed our customer service team about cancellation process & policies) We allow all our users to request a cancellation even when the account is locked due to compliance issues. **************** does not know anything about why your account was locked due to compliance. Only the compliance department would know why the account was locked and be able to help answer any questions regarding your account. I do see your account was suspended on 9/11/2022 @ 10:5pm PT and you were able to speak to a compliance representative on 9/12/2022 @ 1:50pm PT. Your account was not billed and I see compliance released the hold on your account. If you have any questions or would like to reinstate your trial please contact compliance at ************.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  PropStream is in the business of selling information to real estate investors to contact potential homeowners. propstream refuses to strip my phone number from any records request and they are hiding behind the ideology pf being an conduit. the propstream website says they flag all numbers that are on the national and state do not call list while at the same time arguing they have no control.Federal **************** (FTC) Telemarketing Sales Rule. (16 C.F.R. ***** and Fla. Stat. ***. 501.059).Here's what that means: A call is considered unsolicited if it isnt in response to your request and if you havent done business with the company in the past. There are few exemptions, but most dont involve actual sales activities. Also, any person who offers for sale or sells consumer information in *******, which includes telephone lists (other than telephone directories or certain information provided by nonprofit corporations), must exclude numbers that are on the ******* do-not-call list.propstream is outright refusing to follow the law. in the past year we have recieved over 80 text messages an unheard of amount of calls and letters. these people are trying to buy a house that's not for sale and has never been for sale since we have owned it and companies like propstream ignoring the law causes an burden on citizens. I hope the bbb can help get my information out of the hands of these dishonest and illegal actions of propstream. I need to make sure I state our numbers are on the national do not call list and the state of floroda do not call list and I have reached out via phone and email to propstream and have exchanged over 7 emails with **************************** ********************* VP, Compliance, PropStream ************ |**************************** www.propstream.com ****************************************************************************

  Business response

  05/18/2022

  ******,
  The National & ******* State Do Not Call list pertains to entities making the phone calls. PropStream does not offer any direct telemarketing service or features. PropStream does provide a pass through service for customers to access multi sourced independently owned and controlled vendors of consumer contact information. PropStream's database contains ******************* Customers have the ability to obtain property ownership information and utilize the network we established of providers for acquiring contact information or they can simply download the data and use any other independent service provider. It will be your best option to contact the Do Not Call registry and file a complaint against the caller if you feel they are in violation of the Do Not Call laws & regulations. 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Feb 11 2022, this company tried to transaction through my federal bank account and I have not put my accounting on anything, internet nor in person. I just opened my bank account recently. Luckily I had a freeze on it.

  Business response

  02/17/2022

  Hello Samantha,

  We are unable to locate an account with the information you provided please contact our support directly so we can locate an account with other information. We can be reached at ************ or ******************************* We are happy to help you look into any/all transaction activity related to your account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩