Complaints

This profile includes complaints for Infotracer.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Infotracer.com has 10 locations, listed below.

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• 

  Infotracer.com

  PO Box 130369 Boston, MA 02113-0007

  
• 

  Infotracer.com

  PO Box 990142 Boston, MA 02199-0142

  
• 

  Infotracer.com

  28 Atlantic Ave Ste 227 Boston, MA 02110-3802

  
• 

  Infotracer.com

  PO Box 130368 Boston, MA 02113-0007

  
• 

  Infotracer.com

  PO Box 130368 Boston, MA 02113-0007

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Membership dashboard doesn't have the ability to cancel membership. Subscriber can 'deactivate' but cannot cancel or remove account info.2. I requested cancellation of membership in April 2023 but was still charged May 2023. Once I requested a refund 2 times on the phone call because I was calling within 24 hours of the charge, they refunded the May 2023 payment.3. This company does not seem to be acting in good faith with it's membership. It is very difficult to end membership.

  

  Business Response

  Date: 06/01/2023

  To whom it may concern,

  I would like to let ********************************* know that this BBB complaint is filed under Infotracer.com, but Lawrell Studstill subscribed to a partner site, GoodCar.com trial service for $2.95.

  After careful review of this complaint, I can see that this customer contacted our *********************** Team via email. Our system indicates that one of our dedicated ************* Representative responded to this customer's concern. It appears that ************************************* GoodCar account has been refunded $24.95. The account was canceled and refunded on May 26, 2023. Please allow 3-5 business days for the refund to process. The account has also been deleted and can no longer be accessed.

  Customers can also request for their information to be removed by going to *****************************************. We have a dedicated team who will make sure that all of the customer's information will be deleted.

  We hope this resolves the issue.

  Sincerely,

  Infotracer.com Team

  
  

• Initial Complaint

  Date:05/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** failed to respond opt-out requests and continued to sell my personal data to other data brokers.

  

  Business Response

  Date: 05/30/2023

  To whom it may concern,

  At ********** we take privacy seriously. Our dedicated *************** Team works continuously to ensure removal requests are handled promptly and accurately. Our *************** Team has provided comprehensive support to ********************* to address their opt-out needs. All associated records for ********************* have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.

  All removal steps have been completed by our *************** Team; if there are further concerns, it is best to reach them directly at ************************************. 
  

  Sincerely,
  The ********** Team
  

• Initial Complaint

  Date:05/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on their site to find registered owner of an abandoned car on my property. Signed up and paid $3 to obtain info. Their site then promises registered owner for an upcharge $10 which I paid. Site then tells you to contact the *****************.Site is advertising fraudulently.

  

  Business Response

  Date: 05/22/2023

  To whom it may concern,

  We understand the concern shared by *********************. This same feedback was also communicated by ********************* during an interaction with our dedicated ************* Team, and passed on to our management and development teams, as all customer comments are, for further review. Our ************* Team is available 24/7 via phone, email, and chat. ********************* was able to reach our team and receive prompt support which resulted in a refund for the Premium VIN Report. While it is our mission to make public data accessible, we state clearly in our Terms of Service, which must be agreed to at the time of purchase and can be found here, *******************************, that we are unable to guarantee that information is current or accurate. Our data is sourced from records made freely and publicly available by state and local offices, agencies, or departments, and this data may contain errors and omissions.
  
  Since the customer remained dissatisfied, the charge for the trial was also refunded on May 22, 2023. Please allow 3-5 business days for the refund to process.
  
  Sincerely, 
  The ********** Team
  

  
  

• Initial Complaint

  Date:05/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wish to have my personal information removed from the ********** website but I am required to provide additional information, including my email address, to submit this request. I would like my data removed from the website without providing additional information for the company to sell.

  

  Business Response

  Date: 05/12/2023

  To whom it may concern,
  
  We understand the concern expressed by *************************. However, please keep in mind, our databases hold over 5 billion records, and to ensure the correct records are removed from our database, it is sometimes necessary to request additional information to confirm a match. Once the records have been identified, our Opt Out Team works diligently to remove all data. We take privacy seriously, and opting out has never been easier. Our Opt-Out Tool is located directly on our website and can be found here, ********************************.

  While we are unable to guarantee that public data will not be made available again, we have removed all relevant information regarding ************************* from our databases and sent a confirmation email stating the same on May 12, 2023. Should further data removal support be needed, our team can be reached directly at ************************************. 
  

  Sincerely,
  

  The ********** Team
  

  
  

  Customer Answer

  Date: 05/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Although "***********" states it's database includes "5 billion" records, I provided enough information for my personal information to be removed.  Providing additional information to an organization that gathers and makes public personal information seems to be quite stupid at best.  Please remove my information, re-packaged from another database as "****** C" when I requested removal of my information from that database, as soon as possible.When I select "**************", I am led to ONE report, so there is only one individual reference under this "name." Again, very few individuals, including one hundred percent of *********, use an initial as a last name. 

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

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

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

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/16/2023

  To Whom It May ****************** dedicated *************** Team works continuously to ensure removal requests are handled promptly and accurately. Our *************** Team has provided comprehensive support to ************************* to address their opt-out needs. All associated records for ************************* have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.

  All removal steps have been completed by our *************** Team; if there are further concerns, it is best to reach them directly at ************************************.

  Sincerely,
  The ********** Team
  
  
  
  

   

  Customer Answer

  Date: 05/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

  Customer Answer

  Date: 05/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ***********, like "Been Verified", does not remove data from its website.  It will change the file name from first/last name to first/last initial.  Since I requested my personal data - ************************* in ************, ** -  be removed from the *********** website, data should not display when I enter my information on the site.  Instead, ************************* is changed to '****************" This moniker will display two in ********, **.
  
  What individual uses only a last initial and how does *********** know in what city the individual resides?  There are millions of people with the first name of ****** and a last name that begins with the letter "C".  How does *********** keep track of them all?  By changing the data file from the first/last name and city/state to a file using only a C, while retaining  the individual's personal data, which the company sells. There must be a way to stop this.  Thanks again.
  
  Regards,
  
  ************************; 

  

  Business Response

  Date: 06/13/2023

  To Whom It May ******************** you for your feedback regarding the request you submitted on May 12th. We can confirm that ********** honored your deletion request and removed your information from our platform on May 12th. Note that we did not simply change file names in order to retain data.

  Our services allow users to run searches against various public records sources to identify results. We are not the custodian of information we receive from public records, which means we do not own it and cannot prevent it from appearing in a search you may run, even after you make any requests of **. If you want to correct or remove your original public record or make any information from your original public record unavailable for public access, you will need to contact the custodian of that Information. You can see more information about this in Section 1.3 of our Privacy Policy, available at Privacy Policy - InfoTracer.com.

  Sincerely,
  Infotracer.com Team

  Customer Answer

  Date: 06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  infotracer.com shares my data on their website They replied to my request to remove the data by asking me to provide a link to my profile. The only way I could do so, is by signing up for their services, which I in no way wish to do. Additionally, they're asking for more of my personal info before they remove my data from their website, and I do not with to share them. My email address, from which I reached out to them, is sufficient for them to track my record, which includes my email address.I want my data removed immediately, and I absolutely do not care if it is "already public record". I don't want a search engine to share my address and phone number and every single info that could lead anybody directly to my door. This is a safety concern, and the company is not taking it seriously.

  

  Business Response

  Date: 05/02/2023

  To whom it may concern,

  Data privacy is a top priority for ** and we are happy to assist ***************************** with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that ********************************* information was removed and an email confirmation was sent on May 01, 2023. All associated records for ***************************** have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.

  All removal steps have been completed by our *************** Team; if there are further concerns, it is best to reach them directly at ************************************. 
  

  Sincerely,
  The ********** Team
  
  

  
  

• Initial Complaint

  Date:04/22/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believed I was purchasing a report from InfoTracer.com for **** on February 13th, 2023. They indicated that they had title records and it would be provided as part of the payment. They did not actually provide that. Instead included a link to a website to request it. I've included images below that show how they indicate you will be getting title records if you pay the fee.

  

  Business Response

  Date: 04/24/2023

  To whom it may concern,

  
  I understand the concern shared by ****** S******* As we share in our Terms of Service, which must be agreed to prior to purchase and can be found here, ***********************************************; we are unable to guarantee that information is current or accurate. Our data is sourced from records made freely and publicly available by state and local offices, agencies, or departments, and this data may contain errors and omissions. Also, please note that we provide our customers with an opportunity to conduct an initial search before registering an account with our site. These initial searches provide preliminary results only and may differ from paid member searches or reports. We do not guarantee that any initial search contains specific, error-free, accurate, and complete information.

  In addition to the report in question, our paid trial allows the user unlimited search access for the seven-day trial period. To further support our members, we have a team of dedicated search experts standing by 24/7, available via chat, email, and phone. Along with our data search team, our ************* Team is also on hand 24/7 to address any concerns. Upon reviewing ********************************* account, I noticed he only reached out to customer service on April 22, 2023, for the rebill and not about the report he received. As a courtesy, we have processed two refunds of $24.95 for the rebill. These funds will post in 3-5 business days. 
  

  Sincerely,
  The ********** Team
  

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is a ridiculous. They charge you one price to get information but they give you nothing you cannot find online yourself and then they want you to spend more money for a more in-depth information ****. Only to be told there is no information but wait spend more and well get more info which leads to still no information

  

  Business Response

  Date: 04/11/2023

  To whom it may concern,
  
  After careful review of this complaint, I can see that *************************** contacted our *********************** Team via email. Our system indicates that one of our dedicated ************* Representatives responded to ******************************* concern. The representative offered *************************** free search assistance, and *************************** did not respond to the email with additional information that would help our Team of ****************.

  Also, Infotracer.com provides optional purchasing of premium data as an added value to our services. These premium reports come from a different data partner, which is why we require the extra fee of only $9.95. Premium reports are optional, and customers do not have to purchase them. We offer them as a convenient addition to our regular services.
  
  Since the customer remained dissatisfied, the charge for the Annual Plan and Premium Report was refunded on April 11, 2023. Please allow 3-5 business days for the refund to process.
  

  Sincerely,
  The ********** Team
  

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past 2 years, my PII has been exposed via an affiliate program of InfoPay known as ***** Warrant *******. I use a service called ****** to remove my PII from the internet. InfoPay has continuously failed to remove my information from their site and is in direct violation of SOC2, PCI compliance, as well as GDPR.

  

  Business Response

  Date: 04/26/2023

  To Whom It May ******************** you for submitting a request for information under the ************ Protection Regulation (GDPR). InfoPay is not subject to the ***** However, we respect data privacy and strive to comply with data subject requests irrespective of whether that data is subject to the *****
  
  Furthermore, InfoPay has complied with your request and removed your information within our services. This is our final response and, unless we hear from you otherwise, we will consider this matter closed.

  Sincerely,
  The InfoPay Team
  
  

• Initial Complaint

  Date:03/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a one time search for $2.95. They hide subscription fees in the fine print at checkout. I read it twice and saw nothing mentioning additional fees, but they claim it's "explicitly stated" if you complain, so what do I know.After a week they start charging $24.95 per month and just hope their customers don't notice. This is the epitome of shady business practices, avoid at all costs.

  

  Business Response

  Date: 03/28/2023

  To whom it may concern,
  
  
  We understand the concern shared by ****************************. However, we explicitly state on our checkout page, in terms that must be agreed to prior to purchase, that the customer is purchasing a trial which at the end of seven days, if not cancelled, will automatically enroll them in a subscription to be billed monthly. This text appears in full for the customer's convenience, and a checkbox is provided for the customer to acknowledge they have read and agree to our terms of service and billing terms. It is not possible to move forward or complete the checkout process until the billing terms check box has been clicked, attempting to do so will result in an error which redirects the user to review the billing terms. Our terms of service and billing terms are available on our website for further review. We also make it easy to cancel, no need to contact us. We also have a dedicated **************** Team standing by 24/7, available via chat, email and phone. Although we have support available, Treed *********** instead disputed the rebill transaction with PayPal. After investigating the dispute, PayPal determined the charges were valid. We have allowed PayPal's determination to stand.
  
  
  Sincerely,
  The Customer Support Team

  Customer Answer

  Date: 03/28/2023

  my complaint is that is was not EXPLICITLY stated, that it is HIDDEN in the terms and conditions. The provided statment does nothing to address this. I already know I was legally scammed that's why I'm here, i don't need to be told how the scam legally works.
  

  

  Business Response

  Date: 03/29/2023

  To whom it may concern,

  We apologize for any confusion regarding the location and availability of the language informing potential customers that they are enrolling in a subscription, we will now clarify further. As described in our initial response, on our checkout page, there is a checkbox that must be clicked in order to proceed with payment. The text directly to the right of this checkbox is a short paragraph, legible on both desktop and mobile devices, explicitly stating the details of the trial and subscription. The third sentence of the paragraph is as follows, "My payment credentials will be stored, and unless I cancel before the expiration of the 7 Day Trial, I will be automatically enrolled in a monthly subscription plan, and my card will be charged $24.95 per month on a recurring monthly basis unless and until I cancel." While we do also include a link to our full terms of service and billing terms, it is not necessary to navigate away from the checkout process to find the details needed to make an informed decision before purchasing our trial. In effect, it is not hidden, but rather plainly displayed on our checkout page. 

  Our goal is to make data easy to access, and that applies to every aspect of our platform, from sign up and checkout to cancellation and support. 

  Sincerely,

  The ********** Team

  Customer Answer

  Date: 03/30/2023

  Hiding the price in the middle of terms and conditions is not honest business practice. It is shady, it is scummy. It is NOT explicitly stated.

  Honest businesses stand by their products and services, dishonest businesses hide behind technicalities in the law and shady contracts. If this was honest you would offer refunds for the $24.95 charge to your customers.

   

   

• Initial Complaint

  Date:03/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is displaying my personal information without my consent:********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* I want them to remove my information from your website

  

  Business Response

  Date: 03/13/2023

  To whom it may concern,

   

  Privacy is very important to us here at ********** and we understand the concern shared by ***************************. However, it is very important to note that while we do compile data and make it easily available, saving our customers effort and expense, we don't create the reports or control what data is made available publicly. We also make it easy to opt out with our automated opt out tool, no need to even contact us directly. *************************** reached on out to our dedicated *************** Team and received a prompt response explaining the data removal process. *************************** has not yet replied to our correspondence, however, the we are keen to assist once we have the details we need. We can also be reached via phone, chat or email 24/7 with further questions.

   

  Sincerely,

  The ********** Team

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They asked for private information, such as DOB. I will not provide this, as I do not trust this company. If they can put this information on their website without my DOB, then they can remove it without my date of birth. If this complaint is not resolved, Im filing a lawsuit against them under the MD FCRA.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Melody

   

   

  

  Business Response

  Date: 03/24/2023

  To whom it may concern,

  As we've shared, we make privacy a priority at ********** ************** an easy opt out process, including a dedicated *************** Team that is available 24/7. Whenever feasible, we avoid requesting additional information from consumers for the purpose of identity verification. However, due to the nature and volume of our people's search reports on **********, in order to find and remove the correct personal information from our search results, we sometimes require additional information to confirm which data relates to the requesting party. Any additional information requested is collected only for the purpose of verifying the correct information to delete and such additional information is deleted after processing the consumers request.
  
  However, we can confirm that ********** has complied with your request and removed your information within our services. If there are further questions please contact our *************** Team by phone to discuss. 

   

  Sincerely,

  The ********** Team