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Complaint Details
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Initial Complaint
05/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
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
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
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
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.Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On October 24th, 2023 I was contacted by a representative of RealtyStore.com in reference to a 14 day free trial of their service. I had actually signed up for two different accounts based upon the two states that I was going to be testing their services. One was in CO and the other in NC. During that 14 day free trial, I cancelled both accounts due to poor lead quality and lack of leads. They cancelled the one account for NC but still have not cancelled the service in CO. They have continued to bill me since that time and won't respond to my phone calls or emails. Any assistance with this on your end would be much appreciated. Respectfully, TimBusiness response
03/15/2024
In response to the complaint, our findings show that on 10/23/2023, the customer enrolled in two 14-day free trial memberships to Realtystore.com PRO in two different states - Colorado and N. Carolina. The customer sent us an email requesting to cancel both accounts. Unfortunately, our representative only canceled one of the accounts.
On 3/13/2024, we canceled the second account and credited the account. We apologize for any inconvenience. We have provided our representative with the appropriate feedback and training.
Please let us know if you require any further action.Initial Complaint
03/04/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was notified by a friend that my house was listed on realtystore.com as having a tax lien on it. I went to the website and found two of my properties on the site showing as having tax liens on them and listed my name. I have contacted the local treasurers office and the Dept of Revenue about it. My taxes are current and there are no liens. I want the business to remove the information from their site. The person I was talking to said that they would take care of it, but didn't ask for any of my information. When I asked her how she would remove it without asking for the information, she hung up on me.Business response
03/06/2024
In response to the complaint filed on 03/04/2024, our agent reached out to the homeowner immediately and removed both the properties from our site.
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 listings changing (i.e.) sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.
In summary, the homeowner is satisfied and indicated that they would retract the complaint. Please let us know if you require further information.Initial Complaint
01/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This business calls me at least 5 times per day for the last several 6 months. I am not interested in purchasing their services, and have made it a point to politely tell each telemarketer that fact and have asked to be removed from their call lists. It is disruptive to my peace, quality of life and my business at this point, I've have enough! They, per law, are supposed to remove me from the list within 31 days and not continue to call me. However, I've continued to receive MORE calls and have so for at least the last 5 weeks. I'm on the Do Not Call registry and have been since 2005. I have given them ample time to adjust their systems and remove me. I think the fact that they do not remove me as requested is an indication of poor business practices and that they likely they run, manage and operate their business without integrity. I would never want to work with a business that harasses the public in this manner and refuses to follow through with the rules, regulations of the DO NO CALL policies. My next step if not resolved here is legal action.Business response
01/21/2024
We apologize for any inconvenience. We have removed the contact number from all our databases. Please let us know if we can be of further assistance.Customer response
01/22/2024
Complaint: 21164201
I am rejecting this response because:in addition to removing me, I want to ensure they have a policy or practice (and follow it) to review the DNC registry against their call list as required by law. It’s obvious they are not following the law because they called me hundreds of times. Are you going to validate your call lists against the DNC registry and remove those on the DNC registry as required by law or not?
Regards,
S******** *******
Business response
01/26/2024
According to our records, we contacted the business six times. We were able to talk with the realtor on two occasions. The other calls went to voicemail. She did notify us on 1/4/24 to remove her from the list. Our representative submitted the request to remove from our list. Unfortunately, we called on 1/12/24 before the request was processed. We can assure the business that she will not be contacted again. We are researching why the business was not flagged during the DNC screening process. Again, we apologize for any inconvenience.
Initial Complaint
01/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Cancelled and just want my money back! Won’t quit taking my money and won’t take my phone callsBusiness response
01/17/2024
Thank you for the opportunity to address the customer's issue. According to our records, the customer contacted us on 12/14/2023 and waited 2 minutes before the call was disconnected. The customer also called twice on 1/10/2024 and waited less than a minute before the call was disconnected. We have no record of any cancellations from the customer.
As a one-time courtesy, we have refunded the last two monthly subscriptions. The account has been closed, and no further action is required.Business response
01/17/2024
Date Sent: 1/17/2024 11:31:12 AM
Thank you for the opportunity to address the customer's issue. According to our records, the customer contacted us on 12/14/2023 and waited 2 minutes before the call was disconnected. The customer also called twice on 1/10/2024 and waited less than a minute before the call was disconnected. We have no record of any cancellations from the customer.
As a one-time courtesy, we have refunded the last two monthly subscriptions. The account has been closed, and no further action is required.Initial Complaint
12/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
12/23 $49.60 charged. I had call to cancel and I was told they would not issue a refund for pending charge.Business response
01/02/2024
In response to the complaint, our findings show that on 11/23/2023, the customer successfully enrolled in a 30-day $1.00 trial membership. The customer did not contact us during the trial period to cancel the membership. As per the membership agreement that the customer acknowledged, she was charged the monthly subscription fee of $49.60. All of these details, including trial length, trial price, and the membership fee, can be found on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up. Our name and contact information appeared each month on the customer’s credit card statement next to the transaction.
The customer contacted us on 12/26/2023 requesting cancellation and a refund. The account was canceled immediately. Since the charges were valid transactions, the customer was sent a refund application to complete and return. The customer did not return the refund application.
Although the charges are valid, we have provided the customer with a one-time courtesy. Please let us know if you need additional information.
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Contact Information
6950 Hollister Ave Ste 104
Goleta, CA 93117-5824
Business hours
Today,4:00 AM - 8:00 PM
MMonday | 4:00 AM - 8:00 PM |
---|---|
TTuesday | 4:00 AM - 8:00 PM |
WWednesday | 4:00 AM - 8:00 PM |
ThThursday | 4:00 AM - 8:00 PM |
FFriday | 4:00 AM - 8:00 PM |
SaSaturday | 7:00 AM - 3:30 PM |
SuSunday | 7:00 AM - 3:30 PM |
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Get a QuoteCustomer Complaints Summary
59 total complaints in the last 3 years.
25 complaints closed in the last 12 months.