ComplaintsforInfotracer.com

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Initial Complaint
06/07/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During the past month, I have tried many times to have my personal information data removed from infotracer.com. I went to https://infotracer.com/optout/ and put in the removal requests and followed the exact steps. I was told every time that my record should be removed from their website in 72 hours. But they are still present, NOT removed, after 2-4 weeks. They are still available to the public.
Customer response
06/18/2022
I have not heard from the business in response to my complaint.
Business response
06/27/2022
To Whom It May ***************************************************** is important to us and we understand the concern expressed by Wengin ****. We have a *************** Team dedicated to such requests and they work to ensure all opt outs are handled promptly. In regard to ************************* case, it appears some information needed to complete the removal fully may not have been stipulated. However, in light of this renewed request, we have since removed all relevant records related to Wengin **** and sent written confirmation of said removal. It's important to keep in mind our team is on hand 24/7 to help and can be reached directly from our website by phone, chat and email.

Sincerely,

The Infotracer Team
Customer response
06/28/2022

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.

Although InfoTracer claimed otherwise, they have not removed my entries from the website. They are still available for the public to see, just like before. As far as I can tell, nothing happened since I filed the complaint.

Please remove the following report IDs:

REPORT ID: *********

REPORT ID: TQSI-WPWJ

REPORT ID: 3XHT-****

REPORT ID: 3XBE-IOJJ

REPORT ID: YBHN-YF3K

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,
Wenqin

Business response
07/08/2022
To whom it may concern,

We are unable to reproduce the results provided by Wengin ****. When our *************** Team completes a search with the relevant details no results are found, indicating the removal process was successful. It is important to clear the browser's cache before completing the search in order to ensure updated results are seen rather than previously cached pages. Also, report IDs are dynamic and cannot be used as reference points. However, we understand ************************* concern. Since we are unable to duplicate the problem, our experts will reach out to Wengin **** to understand how we may be able to provide further support.

Sincerely,

The Infotracer Team
Customer response
07/11/2022
[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 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,

Wenqin ****
Initial Complaint
05/24/2022
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.
This site deceives customers claiming to provide car history details for $2.95 with a 7-day trial,Details about additional charges are hidden in the details and was not explicitly shown at the time of purchase. I used this service to check the history of one car and paid $2.95 which is worth, but after 7 days I have been charged an additional amount of $24.95 which is completely misleading. I request to help me with the refund of this $24.95 and enforce the company to maintain fair and ethical practice by explicitly mentioning the total cost at the time of purchase in clear terms. I am seeing more customers in the past got deceived like me with such a practise.Appreciate your help.Thanks My info :Name:********************************* email:************************
Business response
05/26/2022
To whom it may concern,

We understand the concern expressed 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 https://members.infotracer.com/customer/terms and billing terms https://members.infotracer.com/customer/terms?#billing are available on our website for further review. We also make it easy to cancel, no need to contact us. Ganesh Srinivasan was able to log in to their account and cancel without difficulty, one day after the trial ended. We also have a dedicated ************* Team standing by 24/7, available via chat, email and phone. Although ********************************* successfully utilized our site, as a courtesy a refund was processed for the rebill, and those funds will post in 3-5 business days.

Sincerely,

The Infotracer Team
Initial Complaint
05/15/2022
Complaint Type:
Customer Service 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 previously submitted a request to delete my information from this site two years ago. Today I checked, and my information is back on this website. Today I submitted the Opt Out request for each of my FOUR ENTRIES. When I got the emails and clicked on the link to remove, EVERY ONE OF THEM gave an error message that says: "Seems like you are too fast on the request confirmation. Please wait about 30 seconds and try again. Sorry for the inconvenience."Waiting 30 seconds and trying again does not work. Waiting five minutes and trying again does not work. There is no way to email customer support without an Order Number, which I don't have. There is no way to chat with customer support. This business is risking my personal safety and it must stop.
Business response
05/23/2022
To whom it may concern,
Privacy is very important to us, and we understand the concern shared by Chaeleen *********. Please keep in mind that while we are unable to guarantee that public data will not be made available again, we have a team dedicated to the prompt handling of all opt out and data removal requests. We also make opting out easy with our online tool, https://infotracer.com/optout/. The technical error described by Chaeleen ********* is unusual, and although we were unable to replicate it, our support team is investigating. We were also unable to locate any records of the opt out request from Chaeleen ********* or any reports within our database pertaining to Chaeleen ********* using the criteria they provided. However, we are very keen to help. More information is needed in order to complete this request. We've reached out to Chaeleen ********* for this detail, but we are also standing by to help and can be contacted at [email protected]. We look forward to providing further assistance on the matter.

Sincerely,
The Infotracer Team
Customer response
05/29/2022
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 have not received any communications from you regarding this issue. Can you specify how you reached out?
If you cannot locate a record of my request, that means the removal page on your website is malfunctioning because I submitted it several times.
Please confirm that you have permanently removed my information from your website.

FAQ

Regards,
Chaeleen

Business response
06/08/2022
Chaeleen *********

To whom it may concern,

Our dedicated *************** Team was able to reach Chaeleen ********* by phone to address their concerns fully. During the call we confirmed with Chaeleen ********* that all relevant records were removed as requested and Chaeleen ********* was able to verify the same. We sincerely appreciate the opportunity to work directly with Chaeleen ********* to resolve this matter.
Thank you,
The Infotracer Team
Initial Complaint
04/30/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Deceiving. One time report does not include the owner's name of the vehicle as implied. Instead you have to purchase an additional premium report for $9.95 which directs you to the state's website which is a broken *********** of money. I have contact customer service and left a negative review. Would like my money refunded
Business response
05/10/2022
To whom it may concern,

I understand the concern shared by *********************. 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. Also, please note that we provide our customers with an opportunity to conduct an initial search before registering an account with our site. These initial searches provide preliminary results only and may differ from paid member searches or reports. We do not guarantee that any initial search contains specific information, are free of error or include accurate and complete information.

To further support our members, we have a team of dedicated search experts standing by 24/7, available via chat, email and phone. Along with our data search team, our ************* Team is also on hand 24/7 to address any concerns. Upon reviewing *************************** account I noticed they did not take advantage of these resources, however, upon reviewing the account I also found the same issue with the links as described by *********************. This is not the experience we intend for our customers and our technical team is investigating the cause of the break. In the interim, we've refunded all transactions associated with ************************* Infotracer account. Funds will post in 3-5 business days.

Sincerely,
The Infotracer Team
Customer response
05/10/2022
[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.

Regards,

*********************
Initial Complaint
04/20/2022
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.
This company is using a bit of bait and switch, by making claims that by paying the required amount ($2.95), certain information will be made available. This is simply not true, as any attempts to attain said information (owner records, title history, etc.) are met with a request to pay more money. This practice is completely misleading and is basically a scam.
Business response
04/29/2022
To whom it may concern,
I understand the concern shared by ***********************. 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. Also, please note that we provide our customers with an opportunity to conduct an initial search before registering an account with our site. These initial searches provide preliminary results only and may differ from paid member searches or reports. We do not guarantee that any initial search contains specific information, are free of error or include accurate and complete information.
In addition to the report in question, our paid trial also allows the user unlimited search access for the seven day trial period. To further support our members, we have a team of dedicated search experts standing by 24/7, available via chat, email and phone. Along with our data search team, our ************* Team is also on hand 24/7 to address any concerns. Upon reviewing ***** ******** account I noticed they did not take advantage of these resources, however, we reached out to offer support to *********************** on Tuesday, April 26th. We have not received a response to our correspondence. As a courtesy, we have processed a refund of $2.95 for the trial period. These funds will post in 3-5 business days.

Sincerely,
The Infotracer Team
Initial Complaint
02/23/2022
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 December 19, 2021, I submitted a Data Removal Request with Info Tracker, to remove my personal data from its website and its affiliate and/or partner websites. On December 20, 2021, I received a confirmation email from Info Tracker that my request was received and my data was removed. Today, February 22, 2022, I saw that my data is still present on an Info Tracker affiliate and/or partner website, called locatepeople.org. I tried to remove myself from the database a second time, but the Info Tracer removal request website said it could not locate my data.
Business response
03/03/2022
To whom it may concern,

I understand the concern expressed by ***************************** regarding their information removal request. We take privacy seriously and have a *************** Team, available 24/7 via chat, phone and email, dedicated to addressing all opt out requests. We also make opting out easy by providing a tool directly on our site, which can be found here, https://infotracer.com/optout/. We were not able to duplicate the result ***************************** described when interacting with our removal request tool, however we have raised the matter with our Technical Team for further investigation. In the meantime, while we are unable to guarantee that public data will not be made available again, we can confirm that Kaitlin *************** information has been successfully removed from our databases, and an email confirming the same was sent on February 23, 2022.
Sincerely,
The Infotracer Team
Initial Complaint
02/06/2022
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 had tried using this sites service to gain access documents for employment. The charge was $3.49. Today I notice they charged a subscription fee of $19.95 that I had selected no to. This has put a $35 overdraft fee on my bank account. It's fraudulent to charge a customer for a service I explicitly selected no to receiving.
Business response
02/14/2022
o whom it may concern,

We understand the concern expressed 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 https://members.infotracer.com/customer/terms and billing terms https://members.infotracer.com/customer/terms?#billing are available on our website for further review. We also make it easy to cancel. *************************** was able to log in to their account and cancel without difficulty, three days after the trial ended. We also have a dedicated ************* Team standing by 24/7, available via chat, email and phone. ******* contacted our ************* Team on 2/6 for help and received a reply the same day, explaining our billing terms, and offering additional search support. *************************** did not avail our offer for further help with their search and as a courtesy a refund was processed for the rebill, and those funds have already been released.

Sincerely,

The Infotracer Team
Initial Complaint
02/01/2022
Complaint Type:
Customer Service 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 signed up far a service which was not provided but the funds for the service did come off my **** more them once.
Business response
02/09/2022
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 phone and email but have not yet received a response. Our dedicated ************* Team is available 24/7 and can be reached by phone, **************, 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
01/30/2022
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.
I have asked this partner company, www.locate.org, to delete my information MANY times. Every time, they say they will send me an email to confirm. When I confirm -- within 15 seconds, and after MANY attempts trying, they show a website stating "the website link has timed out. Really? Within 15 seconds? And many, repeated times...? I want all of my information deleted from their database records.
Business response
02/09/2022
To whom it may concern,

Please note, this query refers to a partner site, LocatePeople.org, but has been filed with Infotracer.com. I am sorry to hear of the difficulty ********************* encountered when attempting to complete the opt out process on the LocatePeople.org site. Although we were unable to duplicate the error but have flagged this issue to our Technical Support Team for further investigation. Privacy is important to us and we are committed to making opt outs easy. In the interim, our *************** Team has worked with ********************* directly to resolve this matter. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************* information has been removed and no longer populates when searched on LocatePeople.org. A confirmation of the removal was also shared via email.

Sincerely,

The Infotracer Team
Initial Complaint
01/11/2022
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.
I want my personal information, name, address, etc, that I did provide to them, removed asap
Business response
01/21/2022
To whom it may concern,
At Infotracer we take privacy seriously, and as such, we make opting out easy, providing an opt out tool directly on our site which can be found here, https://infotracer.com/optout/. We also have a dedicated team available 24/7 to help and they can be reached via chat, email and phone. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************************************* information has been successfully removed from our databases, and an email confirming the same was sent on January 20,2022.

Sincerely,

Infotracer Team
Customer response
01/21/2022
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
I have reviewed the response submitted by the business and have determined that the response does not yet satisfy my issues and/or concerns in reference to complaint #********. I would like to add that Infotracer does NOT take privacy seriously because, obviously, if they did then my information would not be posted without my consent (legal or not). Infotracer also stated they provide an easy opt out tool which is also FALSE statement as well. Please review similar complaints online against Infotracer regarding this opt out topic for even more proof. I would appreciate this false statement be corrected/removed before I close my complaint and I only asked for my information be removed not a standardized letter with a condescending and unnecessary print.

Regards,
Glikeria

Business response
01/31/2022
To whom it may concern,

While access to public data is the service we provide, we are committed to data management and have a team dedicated to this purpose. As noted in our prior reply, we provide the option to opt out directly on our site, this is the link to the page https://infotracer.com/optout/ and our *************** Team works diligently to complete these requests as quickly as possible. We also have a page outlining our privacy policy, which can be found here, https://infotracer.com/privacy/, including the resources available to address any privacy questions or concerns, along with the contact information to our Data Experts who are available 24/7.

********************************************* did not utilize our opt out tool, or contact our *************** Team for help prior to sharing their concern via the Better Business Bureau platform. Even so, we removed all related information and provided a confirmation of that removal via email within 48 hours. We have resolved this matter by removing *********************************************' information as requested.

Sincerely,

The Infotracer Team

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