ComplaintsforInfotracer.com

• Initial Complaint

  03/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for a one time search for $2.95. They hide subscription fees in the fine print at checkout. I read it twice and saw nothing mentioning additional fees, but they claim it's "explicitly stated" if you complain, so what do I know.After a week they start charging $24.95 per month and just hope their customers don't notice. This is the epitome of shady business practices, avoid at all costs.

  

  Business response

  03/28/2023

  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 are available on our website for further review. We also make it easy to cancel, no need to contact us. We also have a dedicated **************** Team standing by 24/7, available via chat, email and phone. Although we have support available, Treed *********** instead disputed the rebill transaction with PayPal. After investigating the dispute, PayPal determined the charges were valid. We have allowed PayPal's determination to stand.
  
  
  Sincerely,
  The Customer Support Team

  Customer response

  03/28/2023

  my complaint is that is was not EXPLICITLY stated, that it is HIDDEN in the terms and conditions. The provided statment does nothing to address this. I already know I was legally scammed that's why I'm here, i don't need to be told how the scam legally works.
  

  

  Business response

  03/29/2023

  To whom it may concern,

  We apologize for any confusion regarding the location and availability of the language informing potential customers that they are enrolling in a subscription, we will now clarify further. As described in our initial response, on our checkout page, there is a checkbox that must be clicked in order to proceed with payment. The text directly to the right of this checkbox is a short paragraph, legible on both desktop and mobile devices, explicitly stating the details of the trial and subscription. The third sentence of the paragraph is as follows, "My payment credentials will be stored, and unless I cancel before the expiration of the 7 Day Trial, I will be automatically enrolled in a monthly subscription plan, and my card will be charged $24.95 per month on a recurring monthly basis unless and until I cancel." While we do also include a link to our full terms of service and billing terms, it is not necessary to navigate away from the checkout process to find the details needed to make an informed decision before purchasing our trial. In effect, it is not hidden, but rather plainly displayed on our checkout page. 

  Our goal is to make data easy to access, and that applies to every aspect of our platform, from sign up and checkout to cancellation and support. 

  Sincerely,

  The ********** Team

  Customer response

  03/30/2023

  Hiding the price in the middle of terms and conditions is not honest business practice. It is shady, it is scummy. It is NOT explicitly stated.

  Honest businesses stand by their products and services, dishonest businesses hide behind technicalities in the law and shady contracts. If this was honest you would offer refunds for the $24.95 charge to your customers.

   

   

• Initial Complaint

  03/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is displaying my personal information without my consent:********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* I want them to remove my information from your website

  

  Business response

  03/13/2023

  To whom it may concern,

   

  Privacy is very important to us here at ********** and we understand the concern shared by ***************************. However, it is very important to note that while we do compile data and make it easily available, saving our customers effort and expense, we don't create the reports or control what data is made available publicly. We also make it easy to opt out with our automated opt out tool, no need to even contact us directly. *************************** reached on out to our dedicated *************** Team and received a prompt response explaining the data removal process. *************************** has not yet replied to our correspondence, however, the we are keen to assist once we have the details we need. We can also be reached via phone, chat or email 24/7 with further questions.

   

  Sincerely,

  The ********** Team

  Customer response

  03/13/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They asked for private information, such as DOB. I will not provide this, as I do not trust this company. If they can put this information on their website without my DOB, then they can remove it without my date of birth. If this complaint is not resolved, Im filing a lawsuit against them under the MD FCRA.

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  Melody

   

   

  

  Business response

  03/24/2023

  To whom it may concern,

  As we've shared, we make privacy a priority at ********** ************** an easy opt out process, including a dedicated *************** Team that is available 24/7. Whenever feasible, we avoid requesting additional information from consumers for the purpose of identity verification. However, due to the nature and volume of our people's search reports on **********, in order to find and remove the correct personal information from our search results, we sometimes require additional information to confirm which data relates to the requesting party. Any additional information requested is collected only for the purpose of verifying the correct information to delete and such additional information is deleted after processing the consumers request.
  
  However, we can confirm that ********** has complied with your request and removed your information within our services. If there are further questions please contact our *************** Team by phone to discuss. 

   

  Sincerely,

  The ********** Team

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** uses deceptive marketing tactics. The company entices you to make a one time purchase for $2.95 & $9.95, but then they automatically sign you up for a recurring membership charging $24.96 per month. I was charged 7 such times totaling $174.65. I was unaware of the membership altogether, and never even logged into the service. I tried to login to ********** today (5 Mar 2023) to investigate the charges but their website did not even indicate that I had an account. So I called their customer service number today as well. They agree to refund 4 of the charges totaling $99.80, but would not refund the other three. I'm filing this complaint in effort to expose their deceptive marketing practices, and to possibly reclaim the $74.85 they still owe me, but refuse to pay. I should not be charged for a monthly service I did not need, want, use, or even knew I had.

  

  Business response

  03/09/2023

  To whom it may concern,

   

  We value the opportunity to address the concerns raised by ***********************. *********************** is a returning customer, having used our platform in March 2020 before re-enrolling in August of 2022. In March 2020 *********************** utilized our service and successfully cancelled their subscription via our easy one-click cancellation process. *********************** logged onto our site repeatedly after the cancellation to run additional reports, ultimately subscribing once again for our unlimited monthly data access. It is important to note that 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. We also have ************* available 24/7 via phone, chat and email. *********************** has previously received support from our dedicated care team, in March 2020, and we assisted them again more recently by providing refunds for a portion of the rebills as a one time courtesy. If there are further questions, our ************* Team can be reached at **************.

   

  Sincerely,

  The ********** Team

   

  ********** uses deceptive marketing tactics. The company entices you to make a one time purchase for $2.95 & $9.95, but then they automatically sign you up for a recurring membership charging $24.96 per month. I was charged 7 such times totaling $174.65. I was unaware of the membership altogether, and never even logged into the service. I tried to login to ********** today (5 Mar 2023) to investigate the charges but their website did not even indicate that I had an account. So I called their customer service number today as well. They agree to refund 4 of the charges totaling $99.80, but would not refund the other three. I'm filing this complaint in effort to expose their deceptive marketing practices, and to possibly reclaim the $74.85 they still owe me, but refuse to pay. I should not be charged for a monthly service I did not need, want, use, or even knew I had.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charges you a small fee to use their services than shortly after they charge you a higher fee. They should put the exact amount of their services up front so customers know exactly what they are paying for. After realizing they were going to charge another fee I had canceled payment but, they still charged my credit card. I called the company and they said there was nothing they can do about the charge. This company is shady. They give customers the impression they are only paying a one time fee then without your knowledge charge another fee

  

  Business response

  03/09/2023

  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 are available on our website for further review. We also make it easy to cancel, no need to contact us. We also have a dedicated ************* Team standing by 24/7, available via chat, email and phone. Although we have support available, ********************************* instead disputed the rebill transaction with PayPal. After investigating the dispute, PayPal determined the charges were valid. We have allowed PayPal's determination to stand. 

  Sincerely,

  The ********** Team

  Customer response

  03/12/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ********

   

   

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  November 11, 2022 I purchased a one time look-up; which was outdated, but that is not the complaint. I made sure to read the details of the look-up fee because I fully expected it to be the sort of scam where a company then has you enrolled until you cancel. There was not anything of that nature noted. I see that they have done the same thing to others and claim to make it a full disclosure that they are enrolling you into a monthly charge. It was not a full disclosure. Fortunately, I caught the bogus additional charges within two monthly fees, so they have only managed to steal $49.90 from me. Hopefully enough people pointing out they are misleading in their charges will result in either some transparency from them or at least people knowing what kind of scam they are pulling.

  

  Business response

  01/15/2023

  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. *************************** was able to log in to their account and cancel without difficulty on January 9th. We also have a dedicated ************* Team standing by 24/7, available via chat, email and phone. *************************** received support from our ************* Team on January 11th. At that time as a courtesy refunds were processed for the rebill amount. ***** post in 3-5 business days. 

  
  Sincerely,
  
  The ********** Team

  
  

  Customer response

  01/16/2023

  [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:

  While their claim of transparency in the billing is not what occurred on my screen during checkout, they did resolve the matter satisfactorily.
  
  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

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a document from them for $2.95 using my PayPal account and then a charge appeared for $24.95 a week later as autopay on my PayPal account. I never agreed to the $24.95 and would never agree to an autopay monthly membership of $24.95. I tried to get my money back but because I used PayPal, PayPal deemed it as authorized. ********** states that on checkout you are informed about the $24.95 unless cancel within 7 days, never saw that and they still refuse to refund my money. I will never do business with these people again and recommend everyone stay away from them.

  

  Business response

  01/15/2023

  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 ********** Team

   

   

  Customer response

  01/17/2023

  [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

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are senior citizens who have been dealing with periodic ID theft for the last couple years. I have tried my best to stay on top of this but we are not very computer savvy. We just noticed on December 7 that we had charges from Infotracer.com dating back to September 30, 2021 through December 7, 2022.The charge on September 30, 2021 was $3.95. After that, every month, starting on October 7, 2021 through December 7, 2022, we have been charged $19.05. 15 months. We have NEVER used this service. I called the company on December 7 and told them these were never our charges, and they even noted that the service had only been used one time and the charges had continued. We have been charged a total of $289.70. When I called to complain, I was told the most they could refund was 4 months charges totaling just $76.20.I am requesting before posting public negative comments about the company that I receive the remaining $213.50 as this is not a service we ever signed up for, ever used ourselves, and it is clearly something that one of our cards which we are now canceling was used for. I feel they have targeted us as senior citizens and are refusing to give us back money for something they see we didn't use and didn't sign up for. I am attaching the charges that the bank has showed we were charged.

  Customer response

  12/29/2022

  I have not heard from the business in response to my complaint.  I am still seeking a refund of the fraudulent account that was opened on **********- I am still looking for $213.50 in refunds from the company.  (11 months x ***** plus the $3.95 in initial charges).

  I filed the complaint December 18 and it is now December 29 and I have not heard from them at all.  (Nor has my husband as we checked his email as well).

  Please help!

  Thanks, 

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

  

  Business response

  12/30/2022

  To whom it may concern,

  We understand the concern expressed by *****************. We take fraud seriously and cooperate fully with the appropriate agencies as needed to support investigations on the matter. Given the claim that the charges are fraudulent, our ************* Team as a ************************* refunded the maximum amount possible via our payment processor. Any further refunds would be managed, as is usually the case, by reporting the unknown charge to the bank or financial institution associated with the method of payment, who would then take the necessary steps to support their customer. We will reach out to ***************** immediately after the holidays, to discuss this further to determine if we can offer further assistance to their financial institution. Meanwhile, our ************* Team can be reached 24/7 at ************.

  Sincerely,

  The ********** Team

   

  Customer response

  01/08/2023

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I am sorry this matter requires further discussion but I will be happy to speak with ********** regarding this matter.  Given that the holidays are over, I am concerned they have not reached out to me still perhaps because they do not have my contact information to reach out to me.  I can be reached at ************ and I would like to speak to someone about getting a FULL refund give that this is not a service we signed up for and we have been dealing with ID theft matters especially around the days when these first charges began.  Please contact me at my number.  I am not calling the 1 800 service number again as I have already tried asking for a refund through that number.

   

  Thank you for your assistance in this matter.

  
  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

  01/15/2023

  To whom it may concern, 

  We contacted ***************** and left a voicemail to discuss this matter further. As a courtesy we have provided six months of refunds, we are unable to refund transactions prior to this point. However, we recommend seeking help directly from the appropriate bank or financial institution for any concerns related to charges that appear to be fraudulent or unauthorized. For help with identity theft visit ********************************. However, we will also call the number provided once more and discuss this matter again in further detail. 

  Sincerely,

  The ********** Team

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have repeatedly removed my private information from info pay, however they continue to expose information such as age through affiliates. The latest I saw my information was on InfoPay affiliate https://staterecords.org/privacy I had officially removed all records form InfoPay. Name: *******************************

  

  Business response

  12/06/2022

  To whom it may concern,
  
  Privacy is a priority for us at **********. We have a dedicated *************** Team working 24/7 to quickly address all opt out requests. We make opting out easy with an automatic opt out tool on our site, https://infotracer.com/optout/. As we shared in previous correspondence with *****************************, we are unable to guarantee that public data will not be made available again, despite prior successful removal of said data, however, we have removed all relevant information regarding ***************************** from our databases and sent a confirmation email stating the same on the 19th and 22nd of November. Should further data removal support be needed, our team can be reached directly at [email protected].
  
  Sincerely,
  

  The ********** Team

  Customer response

  12/07/2022

  [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 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. 

   

  I still do not stand by the exposure of personal information, at all, however, I know I have no choice considering the amount of money data mining generates. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used other websites and I was looking for some thing a little bit different and this one had mixed reviews so I took my chances at first I was just going to take a loss on the a dollar of absolutely nothing that was that gave me zero information on myself or someone I was searching about and I know theres plenty out there so when I started to go out of there it mentioned the premium for $15 that it had so much more information hundredths whatever the number was that it said At real me and I pay the $15 exactly the same of nothing what it said that it had but a couple of outdated emails and things that I couldnt click on to search for that information I want to refund already canceled my trial I just literally pay for it like 20 minutes ago and thats how unhappy I am . I would like a refund of the $50 please I already canceled my trial

  

  Business response

  12/06/2022

  To whom it may concern,

   

  We understand the concern expressed by ************************* regarding their recent search experience. After reviewing the account further, it appears the premium report may not have populated. We have flagged this occurrence to our Technical Support Team for further investigation, but in the meantime it is available for review, simply log into the ********** account to access it.

  It is important to note, as we share in our Terms of Service, which must be agreed to prior to purchase and can be found here, https://members.infotracer.com/customer/terms; we are unable to guarantee that information is current or accurate. Our data is sourced from records made freely and publicly available by state and local offices, agencies, or departments, and that this data may contain errors and omissions. If there is a question regarding a search result, we have a team of data experts on hand 24/7, available via phone, chat or email, ready to assist. As a courtesy, the trial and premium report have been refunded, please allow 1-3 business days for the funds to post. The premium report will remain available for review as well, in the event it can be of help. 

  Sincerely,

  The ********** Team

  Customer response

  12/18/2022

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I went to go look at my account and I have not seen any refund 

  

  Business response

  12/20/2022

  To whom it may concern,

   

  All refunds were processed as discussed in our initial reply and have been confirmed as settled by our payment processor. It is dependent on the account holders financial institution to post the returned funds to the receiving account. We kindly ask that ************************* reach out directly to their bank or financial institution for further help on the matter. If additional questions arise that require our support, our ************* Team is on hand 24/7 via phone, chat and email at Infotracer.com. 

   

  Sincerely,

   

  The ********** Team

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I was curious about who owned a particular vehicle and when I searched online I received an ad from InfoTracer.com . The website told me that for $2.95 I could look up any owner by plate number. I paid $2.95. Then I received a useless report that told me I would need to pay $24.95 to find out who the owner of the vehicle is. So I paid $24.95. I received another useless report. Before paying both fees, I had input all of my information including the state in which the plate was issued. I talked to rep who told me that the oqwner info was not available and said he did not know why. I then called ******** DMV and found out that they do not publish ownership information. Therefore, ********** knowingly tricked me into paying for a report that was useless to me. They inaccurately stated that I would have access to ownership information after I had informed them of the relevant state. Very deceptive.

  

  Business response

  11/03/2022

  To whom it may concern,

  We understand the concern shared by *****************************. This same feedback was also communicated by ***************************** during an interaction with our dedicated ************* Team, and passed on to our management and development teams, as all customer comments are, for further review. Our ************* Team is available 24/7 via phone, email and chat. ***************************** was able to reach our team and receive prompt support which resulted in a full refund for all charges associated with their search. While it is our mission to make public data accessible, we state clearly in our Terms of Service, which must be agreed to at the time of purchase and can be found here, https://infotracer.com/terms/, that we are unable to guarantee that information is current or accurate. Our data is sourced from records made freely and publicly available by state and local offices, agencies, or departments, and that this data may contain errors and omissions. It's also important to note the report offered for $24.95 is a bundle of 5 *** reports. We also offer the individual *** report for only $9.95. The *** report provides further detail regarding the vehicle history, such as sales history, recalls, salvage records, etc. which if available can include details regarding the current title, and how to obtain a record of the title from the relevant state agencey. Our ************* Team is also standing by to provide insight as needed regarding our reports. 

   

  Sincerely,

   

  The ********** Team

   

*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. ↩