ComplaintsforRealtyStore.com

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was contacted by RealtyStore for a free trial. Signed up with them but never received a confirmation number. Was called again by RealtyStore and explained I had not received an email or any confirmation from them and wanted to go ahead and end my trial on day 3. Ended trial and the next week they charged me $249.50 on my credit card (used to get free trial). Once I noticed I had been charged I called immediately and go transferred to the cancellation line that no one answered. I finally cancelled and got a cancillation number and was told I would be refunded with in 5-7 days. It has been a month and still have not received refund or been able to talk to anyone that could actually help. Very frustrating.

  

  Business response

  12/02/2023

  We apologize for the delay in processing the refund.  There was a miscommunication between our customer service center and our sales department. The refund was processed 11/28/2023.  Please let us know if you need additional information.

  Customer response

  12/04/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20922165, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Realtytrac.com erroneously is advertising my property as "Preforeclosure". Once I finally located a working # to request my home to be removed from their website, they confirmed it would be removed. Yet my home is still showing on the site.

  

  Business response

  11/05/2023

  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 property 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 within 24 hrs. 
  

  The property was removed on 10/26/2023.  Please make sure the property owner clears cache before checking to confirm the property removal.  Sometimes, the property will appear due to being saved in the cache.

  We sincerely apologize for any inconvenience. The homeowner can be assured that the request has been handled. Unfortunately, we are not able to provide the customer with access to individuals who reviewed the property on the website.

  If we can be of any further assistance, please do not hesitate to contact us.
  

  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took advantage of the free trail offer and cancelled when that expired. The next billing date I was charged again and called my bank to lodge a complaint my debit card was cancelled and I was issues new debit card. This company charged me again using my new card number (don’t know how they got it) for 49.00 dollars. This was in June 1, 2023. I’ll issue a new complaint with my bank. However I am having problems with getting things done with them because of a recent merger.

  

  Business response

  10/17/2023

  In response to the complaint, our findings show that on 3/3/2023, 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, the customer acknowledged she was charged the monthly membership 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. 
  
  On 10/20/2023, the customer contacted us and canceled the account.  The customer also requested a refund.  Our representative explained that since the charges were valid, the customer must submit a refund application for consideration.  The customer agreed to complete and return the refund application. The customer did not return the refund application.
  
  Although the charges were valid, we have refunded the customer two months of membership fees. Please let us know if we can be of further assistance

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  signed up for a 14 day trial for leads. They wanted 2 emails in order to sign me up for 2 states, I am a Realtor in Fl. After a little over a week the only leads I recieved were bogus. So I tried calling the number I was given to cancel and could not get through. So I went to the link on the website it says you can click to cancel but it just takes you there then says you have to call. The number it gives is different from the number used to intailly call me so I was able to track back and call the orginal number. I told the person who answered to cancel both emails and not to cherge my card, she stated she would have someone call me back. I questioned as to why as I had already sent an email and now called just cancel the account. I did recieve email of the cancelation but 3 days later got an alert they were trying to charge my card 249.00 luckily my bank warned me and I blocked it. Im not sure if they will try again. I also sent a 2 email after to their Tech support as if you try to click on reason for email is to cancel it just has a number pop up and will not let u email. I have advised them Again I do not want their buisiness. Confirmation email Cancellation Confirmation Dear Patricia, Per your request, your membership has been canceled effective Aug 13, 2023 at 11:56 AM. You''ll still have access to log in and use the site until Aug 14, 2023 03:02 PM. Your cancellation number is 10*****4735-47***926. Sincerely, RealtyStore.com

  

  Business response

  08/29/2023

  Thank you for bringing Patricia Hughes’s complaint to our attention. Please see below for the results of our investigation.

  A RealtyStore Rep (realtor account) with a 14-day free trial was created on 7/31/23 for three zip codes in Kentucky. After the trial ends, the membership fee for each zip code is $24.95, totaling $74.85 per month. On 08/01/23, the same account type was set up for one zip code in Florida. As mentioned in the customer’s complaint, we require a separate email address for each state a realtor signs up for.

  On 08/12/23, Mrs. Hughes requested to cancel the account. Our customer service representatives accessed the Kentucky membership. The representative who assisted the customer informed her that someone needed to call her back. This procedure is so that someone specializing in Rep program can review and cancel the account. In this case, that did not happen. The customer service representative who assisted the customer proceeded to cancel the account. Unfortunately, due to the representative's inexperience with the Rep program, they neglected to cancel the account under a separate email. We regret any inconvenience this may have caused the customer. We have refunded the $24.95 charge that the customer incurred. In response to this situation, we have also provided additional training for our staff so that this does not happen again. 

  
  Both accounts are now canceled, and the fee charged was refunded. At this time, we consider this matter resolved. If there is anything else we can do to assist the customer, we would be happy to do so.
  

  Regards, 

  Realtystore.com Support 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  So back in may 13th i was looking for houses. I signed up for there "7 day trial for a dollar" I quickly discovered that it was all a scam. I tried calling them and could never get anyone to answer the phone. But on the website it has link to contact them to send a message to cancel the account which i did. Of course 7 days later I was Billed over a 120.00 dollars for this service i thought was canceled. I was finally able to contact them by phone after 4 hrs waiting on hold. And of course they conveniently said they never received the request blah blah blah. also to note they sign you up for all these different name services you think you got one canceled but then bill you for something else. As i was talking to the scam artists on the phone i made it very clear i wanted everything canceled. I even have emails to prove it was all canceled. Well this morning i wake up and there is a $49.60 charge on my credit card for realtystore.com so i got to the website and its the same scam artists from before. And of course i call and no one answers the phone. I am not spending all day on hold so i am going through here. If i am not immediately refunded I will be filling credit card fraud charges against them. And no worries the dispute has already been started with the bank but cant move any further until the charge posts. Stay as far away from this place or any of the affiliated companies. They will drain you dry.

  

  Business response

  06/12/2023

  The customer enrolled in a 30-day $1 trial for RealtyStore.  As per the terms and conditions that the customer acknowledged, he was charged a $49.60 subscription fee after the trial period ended.  His bill for RealtyStore is not $120.00.  Based on his email, the customer may have signed up for other services with other providers.  We recommend that he contact each subscription and cancel.
  
  Our website details the services that we provide.  We have helped many customers find dream homes and property investments.  We allow customers to try our product with no commitment.  Customers wishing to discontinue service can call, email, or chat with us.
  
  Although the customer clearly subscribed and used our services, we have granted a one-time courtesy credit of the subscription fee.  Please let us know if we can be of further assistance.

  Customer response

  06/12/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20173950, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 5/21/2023 I signed up with realtystore.com after being directed to them from another website. That site had properties in every state that I was interested in. Many were for properties that they said were in foreclosure. All these that were in foreclosure directed you to Realtystore. Once directed there they had a deal that I could sign up for their service to get more information about these properties that were in foreclosure. The sign up price was a $1 trial for 30 days and if you didn't cancel they would start billing your credit card $49.95 / month. I went on there website to find more information about these properties that had directed me to Realtystore. There were 36 of them. What I found was that none of these properties could be found at Realtystore. That's when I decided to look them up on bbb.org. I saw many people had similar experiences with them. On 5/21/2023 I decided I wanted to terminate my account with them. I called them and it was like pulling teeth to get them to cancel my account. Finally the person I was talking to agreed to cancel it. She said I'd receive an an email with a reference number about this. I never got the email. I know she had the correct email address be cause I had to provide that for her to verify my account. I'm very concerned about this because complainants on bbb.org claimed they cancelled during the trial period and Realitystore kept charging their anyway. I want to be sure I will incur no further charges.

  

  Business response

  05/26/2023

  Thank you for the opportunity to address the customer's concern.  Regarding the first issue of properties appearing on the referring site but not our site, this should not happen.  We send out feeds twice a week to keep the properties in synch.  We will contact the customer to help us investigate.  We need to know the following: (1) the website the customer visited that referred him to Realtystore and (2) the zip code or city that he searched to find the 36 listings.  We would greatly appreciate his assistance in identifying and rectifying the problem.
  
  The customer also raised the issue of whether his account was closed.  The account was closed on 5/21/2023 at 9:49 AM.  A cancellation email was sent at that time to the email address on record.  Please have the customer check his spam folder.  The customer has not incurred any charges other than the $1 trial fee, which he paid during registration.
  
  Lastly, the customer makes the statement, "I'm very concerned about this because complainants on bbb.org claimed they canceled during the trial period, and Realtystore kept charging them anyway."   Customers may cancel the account by emailing or contacting our customer service center.  There is even a prompt in our interactive voice response system that allows customers to self-service cancel.  We record 100% of our conversations with our customers.  We also can track each email and telephone number.  We appreciate customers trying our service.  We understand that some trial participants will not subscribe.  We can assure the customer that we always comply with the customer's request to cancel the account. 
  
  If you require additional information, please let me know.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I signed up to RealtyStore.com, I made an error when entering my email address so I never received my confirmation email of joining the site or the T&Cs. Obviously, I couldn't log in because it wouldn't recognise my "actual" address so I could not manage my account. At this point, I had been charged $29.60 twice because I didn't cancel but I couldn't access my account. I called as soon as I realised and was informed that I needed to fill out a form to request a refund by mail and / or fax. Still waiting for a response.

  

  Business response

  05/25/2023

  The customer contacted us on 5/8/2023 requesting the cancellation of his account.  In addition, he asked for a refund due to his error of entering the wrong email address when he registered the account.  Since the charges were valid, our representative explained the process for requesting a refund, including that it takes up to ten business days to process.  
  
  The customer was immediately sent a refund application.  He returned the refund application on 5/11/2023.  On 5/18/2023, the customer contacted us requesting the status of the refund.  Our representative informed him that the refund was approved and that it could take up to 4 days to reflect on his credit card.  He was also sent an email confirmation of the cancellation and refund.  Since the customer was refunded already, this complaint has no merit.
  
  It is important to note that the customer received charges on his credit card statement on 3/1/2023 for the trial fee, 3/31/2023 for the March subscription fee, and 4/30/2023 for the April subscription fee.  Our contact information was located next to each transaction.  The customer never contacted us to correct the email or cancel the account until 5/8/2023.
  
  Please let us know if we can be of further assistance.

  Customer response

  05/25/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20074023, and find that this resolution is satisfactory to me.
  
  Regards,
  
  G*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  While searching for a place to live I signed up for the $1 trial. After which I was charged $49.60. I have been charged for 3 months PAST when I emailed to cancel my membership. I got no response from the business. Extremely unprofessional and frustrating as I have now been charged $148.80 more than what I agreed to.

  

  Business response

  05/17/2023

  We thank you for the opportunity to address the customer's concern.  Customers may cancel the service by calling or emailing our customer service center or using our interactive voice response system.  This information is provided on our website and in the welcome letter sent after registration.
  
  The customer continued her service after the trial period.  As per the terms and conditions that she acknowledged, she was charged our membership fee. 
  
  On 5/9/2023, we received a request for cancellation and refund.  The account was canceled immediately, and an email confirmation was sent.  Our representative also sent a refund application since the membership fees were valid.  The customer did not return the refund application.  
  
  We have provided the customer with a one-time courtesy refund for the charges in question.  We consider this matter closed.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This website has a picture my home on it as a foreclosure. My home is NOT in foreclosure. Although I know that I am not behind in my mortgage payments, I still called my mortgage company because I thought that surely NO ONE would fabricate information on their website. Especially sensitive information such as this. This is false information.

  

  Business response

  05/01/2023

  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 the 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 property at an owner’s request without requiring the owner to present any documentation.  Our goal is to process all listing removal requests upon receipt of a call, email, or letter.  The property will be removed from the website within 24 hrs. 
  
  We sincerely apologize for any inconvenience.  We have removed the property.  If we can be of any further assistance, please do not hesitate to contact us.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the service they offt oRealtors of providing us leads for potential buyers and or sellers. The only thing they ever sent me was other Realtors information, no actual buyers or sellers. I gave them several months hoping that eventually they would send me a real lead, as it would only take 1 REAL lead to cover the costs I had incurred with them over the period I was signed up with them. I called to get a refund of what I paid as I eventually figured they would never send me a real lead. Even though they didn't provide me the service they sold me, they told that my charges were non-refundable. I called my credit card company and disputed the charges, with the reasoning above, these scam companies get a lot of these, what are called "chargebacks", if they get enough of these against them the credit card company will stop doing business with them....So call your credit card company and dispute the charges

  

  Business response

  04/25/2023

  Thank you for the opportunity to address the complaint of our customer.  The customer stated that he would like a refund due to the quality of the leads he received.  During the registration for our lead generation service, the customer agreed to disclosure stating that the fee is non-refundable and that we cannot guarantee the number and nature of the leads.  Although the customer verbally acknowledged the disclosure, we have granted a one-time courtesy credit.
  

  The credit was processed 4/25/2023.  Note: we have not received a chargeback from the bank for the purchase.  Please let us know if you require additional information.
  

  
  

*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. ↩