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

  PO Box 130369 Boston, MA 02113-0007

  
• 

  Infotracer.com

  1337 Massachusetts Ave PMB 101 Arlington, MA 02476-4101

  
• 

  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

  

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:01/18/2025

  Type:Sales and Advertising 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.

  Made a 1 time purchase for an information search. $2.95. ************ than took my billing information and started charging me for a subscription that never enrolled in for $24.95. Shady practice.. Total scam.

  

  Business Response

  Date: 01/20/2025

  To whom it may concern,

  I can understand the concern expressed by **** *******. I was able to locate the account in question. It appears sign up took place on 01/10/2025. The email address associated matches the one provided by **** ******* in the related correspondence with the Better Business Bureau. It appears the account was used to conduct various searches. At the time of enrollment, the customer agreed to our billing policy, which indicated after the seven-day trial is completed, additional billing would follow on a monthly basis. A confirmation email was sent detailing the same. This information can also be found in our Terms of Service, *******************************. Our billing descriptor includes the website www.infotracer.com, and for the further convenience of our customers, we also provide easy cancellation with the click of a button, with no need to contact Infotracer.com directly. It also appears our 24/7 ************* Team, which can be reached by phone, chat, or email, was not contacted by **** ******* for support.

  We take fraud prevention seriously. The checkout process on Infotracer.com requires both a cvv and billing zip code match for approval. However, in light of **** ********* assertion the rebill was established without his knowledge or permission, as a courtesy, on 01/20/2025 we refunded $24.95 and canceled the account. 

  Please let us know if there's anything else we can help with. Have a great day ahead, and stay safe!

  Sincerely,

  The Infotracer.com's Support Team

  
  

  Customer Answer

  Date: 01/20/2025

  [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:01/15/2025

  Type:Customer Service 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.

  ********** will not let me remove personal data from their opt out process. It repeatedly shows "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." no matter how long I wait. It seems that they are attempting to prevent removal of data. Looking at the **** it appears that others have experienced the same behavior.

  

  Business Response

  Date: 01/16/2025

  Dear ******,
  
  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request.
  
  However, since you provided your details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 01/16/2025

  [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:01/10/2025

  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.

  I am writing to file a complaint against InfoTracer regarding unauthorized recurring charges and their refusal to issue a full refund despite acknowledging my limited use of their service. On April 28, 2023, I signed up for *********** trial for $1.95, intending to cancel the subscription after using the service once. I believed I had successfully canceled the subscription. However, from May 5 to December 5, I was charged $19.95 monthly, totaling $159.60. Upon reviewing my account, I realized these charges were made despite my lack of service use after April. After contacting **********, their representative acknowledged that I only used the service once in April and had not accessed it since. They refunded four months of charges for July, October, November, and December, amounting to $79.80. While I appreciate this partial refund, ********** has refused to refund the remaining charges for May, June, August, and September, which total another $79.80. I believe these remaining charges are unauthorized and unfair, given that I did not use the service beyond April and acted in good faith to address this issue. Additionally, their cancellation process may not have been adequately clear, which led to the recurring charges continuing without my consent. I am requesting the BBBs assistance in obtaining a resolution. I am seeking a refund for the remaining four months (May, June, August, and September), totaling $79.80, to close this matter. Please let me know if additional documentation, such as proof of the charges or a recording of my conversation with InfoTracers representative, is required. Thank you for your assistance. Sincerely, ********

  

  Business Response

  Date: 01/13/2025

  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 ***********************************************?#billing are available on our website for further review. We also make it easy to cancel; no need to contact us. For further help, we have a dedicated ************* Team standing by 24/7, available via chat, email, and phone.

  We've reviewed the account of ******** *******, and it seems like a chargeback was filed. We highly recommend that he reaches out to his bank since we are no longer able to refund on our end. Please let us know if there's anything else we can help you with. 

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 01/13/2025

  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. 

  Thank you for your response. I understand your position regarding the terms and conditions agreed to at the time of purchase, and I was indeed aware that the service required cancellation to avoid recurring charges. At the time, I believed I had successfully canceled the subscription. Its possible that I attempted to cancel and thought the request had gone through when, in fact, it did not.

  
  

  The problem lies in the nature of how the payments were processed and displayed. I used an email account reserved for less critical communications when signing up for the trial, and payments were made through ******. On my bank statements, these transactions appeared as generic ****** web payments, similar to transactions from **** or **** Eats, which I frequently use. This generic labeling provided no indication that I was still subscribed to your service, which is why I did not realize the charges were recurring until I reviewed my ****** account for unrelated purposes.

  
  

  Your own logs show that I only used the service once in April 2024, during the trial period, and I never accessed it again. While I acknowledge your policy requiring active cancellation, consumer protection laws, particularly in ********* and *************, emphasize fairness to the consumer. Under Wisconsin Statutes Chapter 100, businesses are prohibited from engaging in practices that can be deemed unfair or deceptive, including retaining funds for services that were not used. Similarly, Massachusetts General Laws Chapter 93A prohibits businesses from engaging in unfair or deceptive acts or practices, especially when these result in unjust enrichment from unused services.

  
  

  The issue at hand is not about whether terms were technically disclosed but about what is fair under the circumstances. I paid $161.55 for a service I never used beyond the trial, and while I appreciate the partial refund of $79.80 for July, October, November, and December, retaining $79.80 for May, June, August, and September is unreasonable. It is only fair to reimburse me fully for the unused months.

  
  

  Additionally, I am actively working with my bank to resolve this matter through a chargeback. Chargeback fees, which your business would incur if the dispute is resolved in my favor, could exceed the cost of the remaining refund I am requesting. Resolving this matter amicably would save both of us time and resources.

  
  

  Given the facts of the situationmy belief that I canceled, my lack of service usage, and the principles of fairness emphasized by consumer protection lawsit is only reasonable that I be fully reimbursed for the unused months. Please let me know if there is any additional information I can provide to help resolve this matter promptly.

  
  

  Sincerely,

  Marshall 

  
  
  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: 01/13/2025

  To Whom It May Concern;

  We understand where ******** ******* is coming from. As stated on our previous response, as much as we want to process a refund on our end, a chargeback has already been filed and we are now unable to do anything on our end. Please reach out to your financial institute for updates on your chargeback. Please let us know if there's anything else we can help you with.

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:01/09/2025

  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.

  On 1/1/2025 I signed up for this service. On the same day I sent them an email through their provided support email address in the confirmation email, on how to access the reports and then I sent another email on the same day requesting my subscription be cancelled. I never received any response. on 1/8/2025 I received an email saying my account was charged. I sent another email telling them I had cancelled this service on 1/1/2025 and that their contact phone number does not work. I never received a response. On 1/9/2025 I receive a response to one of the emails I sent on 1/1/2025 about issue with accessing the the reports. They said I dont have an account! I still have not received any response to the several requests for cancellation. My account needs to be refunded immediately.

  

  Business Response

  Date: 01/09/2025

  To Whom It May Concern;

  I sincerely apologize for the inconvenience. I have checked and can see that your account was not properly set-up, but the payments went through. This is not an experience we want our customers to have. Rest assured, we will do our best to improve our services further.

  I went ahead and processed a refund of $2.95 and $24.95. Please expect the funds to reflect in 3 to 5 business days. Please let us know if there's anything else we can help you with. Have a great day ahead, and stay safe!

  Sincerely,

  The Infotracer.com's Support Team
  
  

• Initial Complaint

  Date:01/05/2025

  Type:Customer Service 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.

  They will not let me remove personal data from their opt out process. It repeatedly shows "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." no matter how long I wait. It seems that they are attempting to prevent removal of data.

  

  Business Response

  Date: 01/06/2025

  Hi ******,

  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend waiting at least 30 seconds before confirming your action.

  However, since you gave us more details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database. Thank you for bringing this to our attention, and we appreciate your understanding.

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 01/06/2025

  [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:12/23/2024

  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.

  unable to remove my info from opt out on the website **************************==opt out is only for name, need to opt out phone number: (BTW, result is wrong)************

  

  Business Response

  Date: 01/06/2025

  Hi MC,

  We apologize for the inconvenience this has caused you. We understand the importance of privacy and would like to inform you that your phone number has been removed from our database. However, the Report ID number you provided is not a static number and cannot be used within our systems to locate your report. Accordingly, please provide us with your full name and address. We will only use the information provided to locate your report and for no other purposes.
  
  Thank you for bringing this to our attention, and we appreciate your understanding. We look forward to hearing from you.

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/17/2024

  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.

  This company will not honor data removal requests. After going through the process and clicking the confirmation email you are brought to a web page that states: "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience."There is no way to finish removing your data from their website online.

  

  Business Response

  Date: 01/02/2025

  Hi ****,

  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. 
  
  However, since you provided additional details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.
  
  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/14/2024

  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.

  I am not able to remove my private information from their website. Their website has caused my identity to be stolen and blackmail to occur.When I search for my name, it says that my data is not present. However my data is present when searching for my phone number.

  

  Business Response

  Date: 01/02/2025

  Hello ******,

  We sincerely value your privacy and apologize for any inconvenience you may have experienced. Please know that we take these matters very seriously, and I want to assure you that your concerns have been thoroughly addressed.
  
  Additionally, since you included your phone number in your BBB complaint, we have taken the necessary steps and removed your phone number information from our database.
  
  If theres anything else we can do to assist you, please dont hesitate to let us know.
  

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/04/2024

  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.

  I recently purchased what I believed would be a detailed vehicle history report from ************************** for $2.95. However, the information provided was minimal and much of it was incorrect. To make matters worse, I later discovered that this purchase somehow enrolled me in a recurring subscription, which I was not made aware of during checkout.I have since canceled the recurring subscription, but I want my $2.95 refunded. I contacted customer service, but they refused to issue a refund, claiming that since I used their service, the trial fee cannot be refunded. This is unacceptable, as the report failed to provide accurate information, which was the entire purpose of my purchase.Initially, I filed a BBB complaint against what I later learned was the wrong GoodCar company. A representative from that company called me to explain the mistake and shared that, coincidentally, they had received a call earlier today from another customer experiencing the exact same issue with **************************. That customer, like me, was unknowingly signed up for a recurring subscription.This pattern of complaints suggests that ************************** is operating unethically, misleading customers during checkout and providing inaccurate or incomplete reports. I am requesting a full refund of $2.95 for this misleading and unsatisfactory service.

  

  Business Response

  Date: 12/05/2024

  To whom it may concern,

  I would like to let ********* ******* know that this BBB complaint is filed under Infotracer.com, but ********* ******* subscribed to a partner site GOODCAR 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.

  On the checkout page of GOODCAR if the customer chooses to cancel their account within the trial period, the trial fee will be the only amount billed. If the account is not canceled after the trial period, the customer will be charged the monthly billing fee. Customers must agree to the billing terms before payment is accepted.
  Please see GOODCAR's Terms of service here:
  

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

  It appears that ********* ********* GOODCAR account has been refunded $2.95. The account was canceled and refunded on 12/05/2024. Please allow 3-5 business days for the refund to process. Please let us know if there's anything else we can help you with. Have a great day, and stay safe!

  Sincerely,

  The Infotracer.com's Support Team

  
  

  Customer Answer

  Date: 12/05/2024

  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. 

  I, along with other customers, were not aware that we were signing up for a subscription service so you really need to make that much more clear.  Additionally, the information on the report for the car I was interested in was inaccurate and incomplete; hence, the reason for the request of the initial fee.  I just checked my credit card and do not see a credit for $2.95.  Please make sure the refund is issued and that the subscription has been cancelled.
  
  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: 12/05/2024

  To whom it may concern,

  All refunds were processed as discussed in our initial reply and have been confirmed as settled by our payment processor. It is dependent on the account holder's financial institution to post the returned funds to the receiving account. Since the refund was just processed today, it usually takes 3 to 5 business days for the funds to reflect on the customer's account. We kindly ask that ********* Mitchko reach out directly to their bank or financial institution for further help on the matter. If additional questions arise that require our support, our ************* Team is on hand 24/7 via phone, chat, and email at **************************. 
  

  Sincerely,
  The Infotracer Support Team
  
  

  Customer Answer

  Date: 12/05/2024

  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. 

  Please confirm that the recurring billing has been disabled as well.
  
  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,

  *********

   

   

• Initial Complaint

  Date:11/29/2024

  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.

  Ran a search history of a vehicle trying to find previous owner. The website indicates that is shows previous owners in the report for an additional fee if you buy the premium service. So I paid the fee but when I got the report it none of the information that it supposedly said it had. False advertising at its finest. I hope someone else sees this and doesnt waste their money on it.

  

  Business Response

  Date: 12/02/2024

  Hi ******,

  Im sorry you did not find the information you were looking for; please know all customers are welcome to run a preliminary search. The Preliminary Search accesses peoples databases to verify that the person exists in *****************, and is just a preview of the possible results available once you've subscribed to our services.
  
  I have also searched on my end to see if I could help yield the results you may need, but I was unsuccessful. It could be that the license plate might be restricted access under the Drivers Privacy Protection Act (DPPA) protection. Since we were not able to provide what you needed, we have processed a refund of $12.90. Please let us know if there's anything else we can help you with. Have a great day ahead, and stay safe!
  

  Sincerely,
  Lovely
  Voice Of Customer Specialist
  ********************
  ***************