ComplaintsforInfotracer.com

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Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I subscribed to the service Infotracer and was getting the results I needed for an hour until my subscription was stopped for over 24 hours and now the site doesnt work at all. I paid money for a service that has a A+ rating on your website when it should really have a F. Absolute waste of money.
Business response
07/16/2024
To whom it may concern:
******************************* use of our site, Infotracer.com, is in violation of the Federal Fair Credit Reporting Act. In adherence to the requirements set for by the **** statute, ******************************* access was suspended. A notice was provided detailing the evidence needed to meet federal guidelines, which would allow the account to be reinstated. *************************** provided evidence, and her account got re-instated. *************************** can now make searches and access her account. Of she still wishes to get a refund, please let us know and we will be happy to assist her further. Have a great day, and stay safe!
Sincerely,
The Infotracer.com's Customer Support Team

Customer response
07/16/2024
[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 #********. However I do want a refund as no longer trust the website. I am willing to accept the response if refunded and close and resolve the case.

Regards,

*************************
Initial Complaint
07/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
They refuse to permanently delete and suppress our data. For the past year we've been attempting to delete my family's data. We've submitted their fake opt out forms. We've been in contact with their support team as well as privacy team. They continue to add our data back into the database. *******************************, *******************************, *****************************. Our data is located here: Report?id=************************ associated with ************************************************************************ as well as *********************************************** and ********************************** and email ************************* Report?id=************************, Report?id=************************, Report?id=************************ associated with *******************************, ********************************** and ************************************************************, Please delete our data and suppress it permanently.
Business response
07/08/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist ********************************* with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************************* information was removed. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's ************* Team

Customer response
07/08/2024
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 # ********.
Hi there, Info tracer. Number one, thank you for your response and assistance. It is greatly appreciated. Number two, I recommend coming up with a solution that permanently suppresses data from being made public again so as to avoid having your users unreasonably burdened by having to continually reach out and remove their data.
Finally, 2 data points are still appearing in reverse search records. *******-******************** as well as *************************
Thank you for your assistance and cooperation in respecting Americans' Privacy rights.
Regards,
*****

Business response
07/16/2024
Dear *****,

I'm writing regarding the complaint you submitted to the Better Business Bureau (BBB) concerning the information displayed on our website.

First and foremost, we value your privacy and apologize for any inconvenience you may have experienced. We take such matters very seriously, and I assure you that your concerns have been addressed.

As per our earlier communication, we confirmed that your name, address, and email *************************** were promptly removed from our site. However, we understand that these 2 new email addresses information were not provided initially and could not be associated with your data, which may have caused some confusion.

Please be informed that we have also taken additional steps to remove the email addresses from our system. We trust this action resolves the issue to your satisfaction.
Sincerely,
The Infotracer.com's Customer Support Team
Customer response
07/17/2024
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
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Their opt out process does not work and my personal and family information continues to remain on their and their affiliate websites. I am asking for the following records to be expunged from their and their affiliates databases.4 Report ids 3XBaJOVovwNsjJE2.ix7nRg==3HlaIuVmvwFmjJUw.Yb24zw==3XhSIOhmuwBshpAz.fd0rzw==3HpdIeljvQdkhZA1.mHQI_A==The following 3 records have no report id and need to be removed as well.************************ 51 Wheeling, *************************** ******* Yipai *** ************************************ *********************************************************************
Business response
06/26/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist ********************* with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************* information was removed. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's Customer Care Team

Customer response
06/27/2024
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.
Thank you for resolving this.
Regards,

*********************
Initial Complaint
06/20/2024
Complaint Type:
Billing Issues
Status:
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.
I have been trying to remove my information for the past few month but no avail. I was told that you are affiliated with other websites and I should contact you guys. As you seem to ignore via conventional means of communication again, I'm reporting you for not honoring my removal requests on multiple websites. Remove it immediately from any site that you own.*************************************************************************************************** ********************************************************************************************* ********************************************************************************************************************* *************************************************************************************************************
Business response
06/21/2024
To Whom It May ******************** privacy is a top priority for us and we are happy to assist ********************************* with their Opt-Out request. We value their privacy and apologize for any inconvenience ********************************* may have experienced. We take such matters very seriously, and can assure that her concerns have been addressed.

As per ************************************* request, InfoTracer has removed her information from our records. Additionally, we have contacted our affiliated sites and requested they do the same.

Thank you for giving us the chance to help. Have a great day ahead!
Sincerely,
The Infotracer.com's Customer Support
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was charged $2.95 for access to records in regards to my own finances at www.infotracer.com . I was charged but then could not access the website. When I went to put in my login information the site said it could not be found. After attempting to charge one card the website told me it had been declined, but then I went into my email address and found a receipt for the purchase from Venmo. I had attempted to charge a 2nd card and am not sure if it went through so I may have paid the $2.95 twice! This seems like a scam to me and is not okay under any circumstances. Please get me my $2.95 refunded and also please get this website shut down!
Business response
06/17/2024
To whom it may concern,

We are unable to locate an account or associated transactions with the information provided by ***********************************. However, we are keen to learn more and provide help where possible. We have reached out to *********************************** by email but have not yet received a response. Our dedicated ************* Team is available 24/7 and can be reached by phone at **************, email [email protected], or chat via our website, www.infotracer.com. We encourage *********************************** to reach out, and we look forward to assisting them further.
Sincerely,
The Infotracer Team
Initial Complaint
06/13/2024
Complaint Type:
Billing Issues
Status:
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.
Trial use of service provided and canceled on first day of use. These people charged my credit card anyway.
Business response
06/14/2024
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 06/06/2024. It appears the account was used to conduct a search on a License Plate. 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 URL, 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 a cancellation request or support.
In light of ***************************** assertion the account was canceled the first day she purchased, as a courtesy, on 06/14/2024 we refunded the rebill and canceled the account. Rest assured, ************************* will no longer be billed by our company. An email confirmation about the cancellation and refund has also been sent.
Thank you for the opportunity to help.
Sincerely,
The Infotracer.com's Customer Support Team
Initial Complaint
05/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 2024-05-18 I ran a search on infotracer's website to see if they had owner information for a particular license plate. The animated completed, showing that they did have vehicle owner info for it. I paid $2.95 for 7-day unlimited access and requested the report, but it only have VIN number and some basic vehicle specs, nothing about the owner.I contacted support over chat, and they said:The preliminary search is provided as reference material only. It concludes that the information exists, but the availability of the report depends on whether it is publicly displayed or tagged as private/confidential. Our disclaimer provided a clear explanation about this on the landing page of the website.They issued me a refund, which was nice.But the remaining problem is that their marketing is clearly misleading. When a user does a preliminary search and their site shows that owner info is available, a user will pay and then later find more often than not that the owner info actually is not available (and most often the owner info is the only thing the user was looking for in the first place). They know this is misleading or else they wouldn't have designed it this way to entice users. Please get these folks to fix their marketing.
Business response
05/20/2024
To whom it may concern,
I have reviewed the chat that ********************************* had with our dedicated ************* Team. Our Infotracer Team Member has assisted ********************************* and explained that the preliminary search accesses a database to confirm information exists. This information is provided as reference material.
During the chat, we explained to ********************************* that we may not have been able to find any records because some records are protected under the Drivers Privacy Protection Act (DPPA) and cannot be made public.
Our Infotracer Team Member canceled and refunded the charge of $2.95. Please allow 3-5 business days for the refund to process.
Sincerely,
The Infotracer.com's Customer Support Team
Initial Complaint
05/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
No one responded to my concerns.I received an error message saying i was too fast opting out. I've been waiting for days and resending same request, it still says I can't proceed. Please fix it and remove my report on your website. Thank you ********************* living in ************* ** REPORT ID: 3X1T-IUHM
Business response
05/20/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist *********************** with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that *************************** information was removed and an email confirmation was sent on 05/20/2024. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's ************* Team

Customer response
05/21/2024
[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
05/15/2024
Complaint Type:
Product Issues
Status:
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.
Signed up for Infotracer based on the description on the website. The website explicitly states that they will provide a service that they do not provide. Signed up for trial account. Was unable to cancel trial after finding out they did not offer the service that was advertised. They charged my $25 and provided no value. After contacting customer service, I was told that I would not be provided any refund after several attempts. I feel this company engages in bait and switch tactics.
Business response
05/16/2024
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. As confirmed by the payment processor, PayPal, the charge of $24.95 was authorized at the time of checkout.

Sincerely,
The Infotracer.com's Customer Support Team
Initial Complaint
05/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To InfoTracer and peoplebyname.com:I am writing to file a formal complaint against InfoTracer and their subsidiary website peoplebyname.com. I am deeply concerned about the unauthorized publication of my personal information on their website, and their failure to remove this information despite my repeated requests.On 4/18/2024, I discovered that my personal details, including my name, address, and phone number, were published on the peoplebyname.com website, which is owned and operated by InfoTracer. I did not consent to having this information made publicly available. I have attached a snapshot directly showing the InfoTracer logo on the peoplebyname.com website.The report IDs that contain my personal information in peoplebyname.com are listed below:From: ************************************************* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* ********* I immediately submitted a request through *************************************** to have my information removed. However, despite following their instructions and providing the necessary information, my personal details remain on the website. I have also attempted to contact InfoTracer directly regarding report "3XBbIOlhvg5jjJo2.9i8Hnw==" but have not received a satisfactory response.This is unacceptable and I demand that InfoTracer and peoplebyname.com remove my personal information from their website immediately.I would appreciate your assistance in resolving this matter. Please let me know if you require any additional information from me. I look forward to your prompt response and resolution of this issue.Thank you for your attention to this matter.Sincerely,*************************
Business response
05/23/2024
Dear *****,

We value your privacy and apologize for any inconvenience you may have experienced. We take such matters very seriously, and I assure you that your concerns have been addressed.

Per your request, InfoTracer has complied with your request and removed your information.

Additionally, we have forwarded your removal request to peoplebyname.com and are in the process of removing your information. Thank you for giving us a chance to help.
Sincerely,
The Infotracer.com's Customer Support Team

Customer response
05/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not fully 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.
Note: I see that my personal information has been removed InfoTracer, but not their subsidiary website "peoplebyname.com", as also noted in their reply. I have tried many times to get in contact with "peoplebyname.com", an owned subsidiary of InfoTracer, but the reports contrain my personal information are still live. InfoTracer, please confirm for that removal of my personal information from one your websites "peoplebyname.com" is completed. Thank you!

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
06/07/2024
To Whom It May ******************** you for your email. We have forwarded your request to our affiliated site, PeopleByName.com, and have confirmed that the information has been removed. Thank you for giving us the opportunity to help.
Sincerely,
The Infotracer.com's Support Team
Customer response
06/14/2024
[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.
Note to BBB: I request that this BBB complaint not to be posted on Infotracers BBB profile for privacy reasons.

Regards,

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

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