ComplaintsforCoStar Group Inc

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, Long day, please help me solve the problem, I posted an oisting on loopnet and subscribed for 6 months of advertising, each month payment is $2499. for the first month I didnt receive a single call, after which I removed the ad from the listing and turned to the advertising department for a refund and termination of the contract, which I didnt receive, the money continues to withdraw, help return the funds for two months and cancel the 6 months subscription thank you for your help

  Business response

  01/26/2023

  We have canceled the LoopNet account. It has been closed in good standing and no further charged will be applied to this user's credit card. 

  Thank you, 

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

  Manager, Finance /Accounts Receivable / CoStar.com
  
  ###-###-####
  ********@costar.com
  951 E Byrd Street
  Richmond, VA 23219

  Customer response

  02/02/2023

  Hello, thank you for deleting your account.  I ask you to return the money for 2 months of payment, services not provided

  you can see it in the case in the attached filesA default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.
  Thank you for understanding 
  Better Business Bureau:
  
  Regards,
  
  *************************************

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Consumers beware of Loopnets incredulously obtaining your contact info and saving it without your prior consent. When filling out one of there online quick contact forms it does not have consent agreements within the contact form box that states they will be saving your info and using it to adtvertise to you. This is extremely deceptive and unprofessional. The worst part is that they send you an auto message that states you can not unsubscribe from the messages that they send.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The transactions that *******/CoStar have charged to my account monthly, have not provided any advertisement, service, or support. They are unable to find any active account and have no records of when the account was deactivated or activated. CoStar/******* has confirmed the base cost of the account, which does not match the price to which the company has been repeatedly charged. The representative to which the account supposedly is monitored is effectively unreachable, and any contract directed to is sent to the main automated system of Costar/*******. This company is effectively stealing and failing to provide any evidence of service.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  loopnet lies about charging 195 for 3 months. they have a menu come up when you are paying and dont tell you that you have to pay 3 months . this is mis leading and trickery that steal money from people. this is how they make their money. I canceled my subcription when i saw the second charge and called and they told me i had to pay. i was calling to cancel . this is not fair to us small owners i dont own a big building. They told me I did not read the fine print. they tricked me to doing this. please help i did not sign on for this.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The account I singed up for very clearly states 3 months; however LoopNet continued to charge me. I called to request a refund and was told there is fine print that states you must manually cancel, negating the terms of the agreement altogether. LoopNet will not issue a refund.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I requested a cancellation of the contract in January 2021 and have reached out several times in regards to cancelling the contract, which I have all my documentation. They refuse to cancel the contract and keep automatically renewing it after MULTIPLE attempts to cancel. Recently they started calling to tell us we owe them $3,300? I have attempted to reach out to all the proper parties to cancel the contract they have no communication amongst each other. This is an unethical, company and there should be a class action brought against them!

  Business response

  09/20/2022

  The cancellation request is on file for an effective date of 9-30-22. A staff member will follow up with the client.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about August 2nd, 2022, paid $5810 for ********  Concierge service.  Had a **** call with a sales rep who materially misrepresented some of the services and how they would impact my business. Specifically ************ Services Ads was addressed since I already had a ****** LSA up and running and one of the bundled features is that they will set one up for you. The Company sales rep specifically told me to address my concern that since I already had a ****** LSA up, they would not mess with it and they would be able to use my existing LSA. As of today August 4, 2022, I do not appear on the ****** LSA search results and a zoom call with a different person from ******** confirmed that they had gone ahead and placed a new ****** LSA for me, which creates a problem on the ****** end since it violates their policy of not running a duplicate ad for the same business and that is why my ad is no longer being displayed. This is causing actual damages and loss to my business. Separate from this issue is that ******** refuses to update its policy of advertising *********** licensees locations incorrectly. I first brought this to their attention over a year ago and they applied a short term fix to hide the location field (or so they told me at the time, I still have the old email), but when the new service was purchased from them, the incorrect location information was again displayed. The public facing website ******** published says "Real Estate Agent near Jacksonville, FL" when I am in fact in Pensacola, FL nowhere near Jacksonville. 

  Business response

  08/09/2022

  The contract was cancelled and a refund issued as of Aug 5, 2022. 

  Customer response

  08/11/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are a long time CoStar subscriber. Our rate was $1248 per month. About 15 months ago, we added the So. Florida market for an additional $647.81 a month. We were told we could cancel the So. Florida access when our contract was up for renewal, which is July 31, 2022. I gave the appropriate written notice. I am now told that we cannot go back to the price prior to adding So. Florida. That CoStar now requires that we take "all data", keeping it at $1800 a month. I have spoken to others and this is arbitrary on their part. They set the pricing to each client as they wish. Oh and by the way, they guy who sold us the So Florida access said we could cancel as of 7-31-21 except that CoStar "FORGOT" to notify us of the renewal. So we were stuck with it for another year. That is how this came up. I send the requisite "Cancellation notice" for the So Florida part only. This is extortion. I was told that I could cancel 100% (knowing that my boss wouldn't use the product). Unfortunately, CoStar is critical to what I do, so I have to keep it. Can you please help? This is really so unfair. Thank you,

  Business response

  06/27/2022

  Per our Sales, "The client added geography to their plan to include the South Florida market, and was told that if they wish to non-renew, they can do so with notice prior to renewal. The client has been with us since 2016 and understands the renewal policy of 60 days written notice that is stated in her contract. They simply missed the window they needed to in order to submit a cancellation."

  Customer response

  06/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Co Star has attached a copy of the Subscription Change Form that added $595.00 per month to our existing contract of $1146.00 (plus tax) per month.  I was told by Jeff B********* of CoStar that we had the ability to cancel this additional service upon our annual renewal date (July 31).  I did not cancel on time in 2021 - so even though we were not using the "additional service" - we had to keep it another year.  And we paid each month.  I cancelled on the date CoStar advised me to (they don't send a renewal notice - it renews auomatically) which was May 31, 2022, that we wish to cancel the south florida access with the 2022 renewal.  I got a call that were are "forced to upgrade" to all access instead of just the New York market and it was the same amount per month as we are paying with the additional service ($1800).  

  I feel this is a sneaky way to get us to continue to pay the higher monthy rate.  That is why I am disputing the decision. 

  Regards,
  
  ***************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was trying to advertise property for rent on CoStar website in my business name, created profile which needed to be activated by company representative. representative asked for my name for internal account purposes and verification. I agreed conditionally on the fact of my personal name not to be on marketing materials. After the fact representative still put in my personal name on profile and said it needs to be listed. when I asked for their rules to that effect, they just removed the listing.

  Business response

  06/23/2022

  Per Research, the client "created a new account and added a listing. I did explain that to get account activated we do require a name on the account and listing cannot be added under a companys name. He will be assign to a CRC and they will assist in editing his name under companies guidelines. I removed the listing because he did express did not want his name on the listing. " 

  Someone will follow up directly with this client.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with CoStar for a one year commitment for the product. I received a call in January regarding renewing my subscription and an explanation regarding the change in the product and an increase in the price. I told my rep i was no longer interested in the product, that i didn't recognize the value under the previous price and certainly not at the higher price. The company then went dark and did not contact me again until i reached out by email in March to get a confirmation that the subscription would not be renewing. A few days later i received a call from the company saying that i had missed the 60 day cancellation period and that i was not committed contractually for 2 more years at the higher pricing. I told them what had transpired but they refused to cancel my subscription and continue to charge me. This is deceitful business practice on a number of fronts, first i was told when i originally signed up that this was a one year committment and not an auto renewal multi year commitment. I also told my rep that i was no longer interested in the product when they called me to discuss the renewal and the changes to the product. I do not want any refund for the year i committed to just want them to stop charging me for a service I do not use and do not want.

  Business response

  05/12/2022

  Per Sales Management, they engaged with the customer more than 60 days in advance of their renewal -  discussing the All Data upgrade and associated pricing.  Several attempts were made to connect with the client for an update on their renewal.  They received a request from the client on March 21 to cancel their subscription. This was 10 days before the March 31 renewal date. The client was provided with the required notification language in the contract terms and conditions, which stipulates 60 days advanced notice. Pursuant to the contract, it auto-renewed for a 1 year term to 3-31-23. 

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