ComplaintsforRealtyStore.com

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My 4yr old son got a hold of my phone while I was looking at real estate due to having to move. He some how our purchased a plan from them that started at $1, but now cost $49.60 every month. I called to cancel and try to have money refunded, but instead I got a $25 gift certificate and a rate being charged of $19.84 and have to call back next month to cancel, but then I got an email they canceled it I never received emails before today, 7/11/2024, and now I'm getting them. They are scamming people out of their money. I am afraid this will be a constant battle to stop this, because I doubt they will cancel. Per the operator I spoke to, they don't refund.

  

  Business response

  07/16/2024

  Our findings show that on 03/05/2024, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  In addition to the core subscription the customer signed up for an Additional Listings and the Foreclosures eBook.   The customer did not contact us during the trial period to cancel the membership. As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  In the complaint the customer stated that, “My 4yr old son got a hold of my phone while I was looking at real estate due to having to move. He somehow purchased a plan from them that started at $1, but now costs $49.60 every month.”

  
  In order to create an account, each member must enter his/her first and last name, phone number, email address, credit card number, the three-digit security CVV number on the back of the card, and their billing zip code.  The CVV number and billing zip code provided during the registration were an exact match with what is on file with the cardholder’s issuing bank.  The email address used to register the account also matches the information provided in the BBB. We have no access to the customer’s personal or financial information.

  
  Customers may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on her monthly credit card statement.  Again, the customer did not contact us during the trial period. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  Our records show that the customer called on 07/11/2024 to cancel and request a refund. The agent explained the Refund Policy and in an effort to retain the customer offered a discounted membership and a $25.00 Shopping Rewards that customer accepted. The confirmation email the customer received was the cancellation notice for her Additional Listings subscription, not for the regular monthly membership.  We apologize for the inconvenience and are working with the agent who handled the cancellation.

  
  On 07/12/2024. The customer’s regular membership was canceled and as a one-time courtesy a refund was issued.  Please let us know if you require further information.

  Customer response

  07/16/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21977212, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled this service 3 times. They send me emails that they have canceled the service and not charged me, but I continue to get charged.

  

  Business response

  07/11/2024

  Our findings show that on 05/06/2024, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership that commenced on 06/05/2024.  On 07/05/2024 the customer sent an email cancellation request from the email address on file for this account.  This is the same email address provided in the BBB complaint. The subscription was immediately canceled and the pending charge was voided. 

  
  In addition we found that on 05/27/2024, the customer enrolled in another 30-day $1.00 trial membership to Realtystore.com using a different email address.

  
  On 06/06/2024, the customer sent an email cancellation request from the email address on file for the second membership believing she was canceling the membership started on 05/06/2024. This second account was canceled immediately upon receipt of the customer’s email. No charges were collected on this account.

  
  Upon receipt of an email cancellation request our customer service team locates the correct account based on the email address it was sent from.  This explains why the initial membership from 05/06/2024 was not canceled with the 06/06/2024 email request.

  
  On 07/08/2024, upon receipt of this complaint as a one-time courtesy a refund was issued for the charge on the initial membership.  Please let us know if you require further information.

  Customer response

  07/13/2024

  
  
  Complaint: 21945715
  
  I am rejecting this response because: I was charged again on 7/5/24 and have received no notification that it was credited. I am also requesting a credit for the June charge. See attached.
  
  Regards,
  
  B****** ****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  07/15/2024

  The following is the email notification sent to the customer on 07/05/2024.

  7/5/2024 12:18:19 PM  Barbara A.
  A Charge Has Been Voided

  
  Hello B****** ******,

  
  Thank you for contacting us. Your account was canceled on 07/05/2024, cancellation reference number 10047880849-49737907. The pending charge of $49.60 has been voided. Typically, financial institutions take 1-4 business days to void a pending transaction. If you need an exact date for when the funds will be available, please contact your financial institution.
  Your account is canceled, you will not be billed again.

  
  RealtyStore.com Customer Support
  [email protected]
  Customer Support 1-800-505-1630
  Monday - Friday 4 AM - 8 PM PT
  Saturday - Sunday 7 AM - 3:30 PM PT

   

  Customer response

  07/17/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21945715, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B****** ****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Realtystore.com has my house listed on their website as: "This property is up for Auction, either as a foreclosure or as a standard re-sale. The sale will go to the highest bidder. You may be able to purchase this home at a very low price, especially if very few bidders show up. Auctions can be risky, but can be very rewarding if you know how to bid." 

  

  Business response

  06/17/2024

  We received Mr. R******’s  complaint on June 15, 2024. Thank you for alerting us to his concerns. We appreciate the opportunity to investigate the situation and provide a response.

  
  Mr. R******’s  property was removed from our website on June 17, 2024.  

  
  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers.   These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies due to the status of listing changing (i.e.)  sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.

  
  Our business depends on providing our paying members with the best information available.  This is why we remove properties at an owner’s request without requiring the property owner to present any documentation.  Our goal is to process all listing removal requests upon receipt of call, email, or letter.

  
  On 06/15/2024 one of our agents attempted to call Mr. R****** per his request and got his voicemail. The agent left Mr. R******, a message assuring him that his property would be removed from our site. We sincerely apologize for any inconvenience and that the property was not removed within 24 hours of his complaint. The homeowner can be assured that the request has been handled.  If we can be of any further assistance, please do not hesitate to contact us.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 5th, I signed up for a 1 month trial for $1. After quickly realizing this company is purely a scam and had no such inventory that they promise to have, I cancelled the service by calling the 800 number on March 7th. After speaking to the rep after trying to cancel, she began throwing all kinds of discounts to me over the phone, which I promptly responded no too. I even received a confirmation email on the 7th saying that I had cancelled. Three months later I have been getting charged every month, so I called on June 6th to find out what happened. The rep fraudulently kept me signed up at a discounted rate which I had no sign off on, say of - all I have is the confirmation email of cancellation from march. In order to get a refund you have to fill out a form and snail mail it back to the company and it could take up to 20 days before you find out. This place is criminal.

  

  Business response

  06/09/2024

  Our findings show that on 03/05/2024, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  In addition to the core subscription the customer signed up for an Additional Listings subscription. 

  
  Our records show that the customer called on 03/07/2024 to cancel. In an effort to retain the customer the agent offered the customer several discounted options. The confirmation email the customer received was the cancellation notice for his Additional Listings subscription, the agent did not cancel the core subscription believing the customer accepted the discount offered.

  
  The customer stated in the complaint that there was no such inventory that the company promised to have.

  
  We are sorry Mr. Ourada did not find anything that met his needs, as we work hard to provide our subscribers with access to over one million property listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers. 

  
  On 06/05/2024, the customer spoke with a customer service representative who immediately canceled the core membership and initiated our refund process.  We apologize for any inconvenience to the customer and have refunded the 3 charges per the customer’s request.

  
  Please let us know if you require further information.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A coworker of mine is searching for a house and stumbled upon an ad this company was running that has photos of my property and says it’s in foreclosure. My property is not in foreclosure and it’s not even for sale. I checked the site and they do indeed have a listing for my property up saying it is in foreclosure. I contacted the company and it still has yet to be removed from their site. They are posting fraudulent listings to collect people’s data and scam people out of money.

  

  Business response

  05/29/2024

  We received Ms. L***’s complaint on May 28, 2024. Thank you for alerting us to her concerns. We appreciate the opportunity to investigate the situation and provide a response.
  Ms. L***’s property was removed from our website by the end of the day May 28 2024.  

  
  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers.   These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies due to the status of listing changing (i.e.)  sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.

  
  Our business depends on providing our paying members with the best information available.  This is why we remove properties at an owner’s request without requiring the property owner to present any documentation.  Our goal is to process all listing removal requests upon receipt of call, email, or letter. The property will be removed from the website usually within 24 hrs. 

  
  We sincerely apologize for any inconvenience and that the property was not removed within 24 hours of Ms. L***’s call on 04/26/2024. The homeowner can be assured that the request has been handled.  If we can be of any further assistance, please do not hesitate to contact us.

  Customer response

  05/29/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21766870, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* L***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had signed up for a 30 day free trial on 07/03/2023. I sent an email, using the contact us form to request a cancellation at the end of July. I didn’t receive any response, no email or phone call so I assumed the account was cancelled. On 05/01/2024 I was charged 49.60. I then called and asked why I was being charged and they said they never received an email from me and that my account was still active. I explained that there has been no correspondence on a charge being attempted. The only email I have ever received or contact was the sign up email. Then all of a sudden while I’m still on the phone I receive a cancellation confirmation.

  

  Business response

  05/10/2024

  Our findings show that on 07/03/2023, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up, that the customer acknowledged receiving.

  
  The customer states in her complaint that she sent an email to cancel the membership in July 2023 prior to the end of the trial period.  As we have no record of receiving this email, her account was not canceled and the subscription billing commenced.  No charges were collected until the current charge on 05/01/2024.

  
  On 05/06/2024, the customer spoke with a customer service representative who immediately canceled the membership and initiated the refund process.  Upon receipt of the BBB complaint, as a one-time courtesy a refund was issued.

  
   Please let us know if you require further information.

  Customer response

  05/13/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21670871, and find that this resolution is satisfactory to me.
  
  Regards,
  
  G******** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  the company is listing our home as a foreclosure on their website, we are not in foreclosure. we do not have a real estate agent and we are not planning to sell our home. we want our home removed from their faulty database.

  

  Business response

  05/01/2024

  We received Ms. B*****’s complaint on April 25, 2024. Thank you for alerting us to her concerns. We appreciate the opportunity to investigate the situation and provide a response to her complaint.

  
  We will have Ms. B*****’s property, removed from our website as soon as possible.

  
  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers.   These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies due to the status of listing changing (i.e.)  sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.

  
  Our business depends on providing our paying members with the best information available.  This is why we remove properties at an owner’s request without requiring the property owner to present any documentation.  Our goal is to process all listing removal requests upon receipt of call, email, or letter. The property will be removed from the website usually within 24 hrs. 

  
  We sincerely apologize for any inconvenience. The homeowner can be assured that the request will be handled.  If we can be of any further assistance, please do not hesitate to contact us.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 13, 2024 I agreed to a 14-day free trial of lead generation services from Realty Store Pro with no contract and no cancellation fee. The trial was to end on 3/27. I was not impressed with their service so on 3/25, I phoned them at 866-433-5419 to cancel the service. There is a recorded message that instructs you to leave your name, email and phone and the reason for your call. The call will be returned at their earliest opportunity. No return call came. I subsequently called 3 more times with no return call, My final call being today just prior to composing this complaint. On 3/29 my credit card on file with them was charged $174.65 for the service that I had requested be canceled 4 days prior. I have never received a call or written communication from them. I have never been able to reach anyone by phone. I have disputed the charge with my credit card company as I did not authorize the charge. It has temporarily been declined and is under investigation. Perhaps you will have more success contacting them than I have had. I advised them in advance of the end of the trial period that I was not interested in continuing with their service and wanted it canceled.

  

  Business response

  04/17/2024

  Our findings show that on 03/13/2024, the customer successfully enrolled in a 14-day $1.00 trial membership to Realtystore.com Pro for Leads generation.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  Again we have no record of any contact from the customer until the voicemail requesting cancellation and a refund on 04/09/2024.  The customer’s account was immediately canceled.  On 04/10/2024, the customer filed the BBB complaint and left another voicemail to follow-up on the refund request. As a one-time courtesy a refund was issued.

  
   Please let us know if you require further information.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a month long trial of website data. Cancelled before the deadline to renew monthly fee. Realty.com claims they never received the cancellation so I was charged a new monthly fee along with three processing fees. When I called to ask why they continued to charge me, customer service said they would not refund any payments. False information is included in the agreement sent to customers if they do not refund prior to the end of the trial and no resolution is offered. Very unresponsive and bad customer service.

  

  Business response

  04/05/2024

  Our findings show that on 02/28/2024, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  Customers may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on her monthly credit card statement.  Again, the customer did not contact us during the trial period, so regular billing commenced. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  The customer’s regular membership commenced on 3/28/24 and we have records of the customer contacting us on 3/29/2024 to cancel.  On 04/03/2024, the customer spoke with a customer service representative who immediately canceled the membership and began the refund process.

  
  Upon receipt of the BBB complaint, as a one-time courtesy a refund was issued.

  
   Please let us know if you require further information.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction is 3/20/24 for 2 transactions of $99.80 unauthorized $24.95 authorized. This was for membership to the Realtystore.com website, a lead generation site for realtors. They offered a 2 wk free trial and then $24.95 per month after. Today was the day that the $24.95 fee was set to debit, but there is also a 2nd charge for $99.80. This was not authorized and not explained to me. I tried to get ahold of customer service on the website and the number is invalid ( ###-###-####) and I also tried to cancel my account and the system just kicks me out all together and makes me sign back in all to start over and I am still stuck. I tried to call the rep, Riel, but the number he calls from doesn't work either. ###-###-#### 

  

  Business response

  03/26/2024

  In response to the complaint, our findings show that on 03/06/2024, the customer enrolled in two 14-day free trial memberships to Realtystore.com PRO, one account with one zip code and the other account with multiple zip codes.  The customer sent us an email requesting to cancel both accounts. Our representative canceled one account, but did not cancel the second account.  We apologize for the error.  We have provided our representative with the appropriate feedback and training to prevent future occurrences.

  
  On 03/21/2024, we credited both charges. In addition, we tested the customer support phone number and verified it is in working order.  Again, we apologize for any inconvenience to the customer. Please let us know if you require any further action.

*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. ↩