Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Elm Street billing and customer service departments on 11/20/23 regarding cancelling my subscription. I asked them to call me which they did. They said that they would cancel the service they have continued to bill me. My credit card that I used for this account was frozen because of suspicious activity with this billing. I wanted to cancel my account ************************ because of the lack of communication regarding the billing change and also their large increase in my subscription without notice. My first notice to cancel was sent to 11/20/23 via written notice per their agreement. I followed up with a call to : ************** on Nov 30th and also another support person (I did not get her name) on Nov 30 th regarding canceling my account. I was told by both of them they would cancel the service and billing. Each month thereafter I have called and emailed and no response As of 2/1/24 I'm still getting notifications for billing via email for this account.

  Business Response

  Date: 03/25/2024

  Hi ********, 

  Thank you for working with us and we apologize for not closing out the account in a timely fashion. One of our staff members asked you why you wished to cancel and when you did not respond they neglected to close you out in our billing system which I have now remedied. The past due amount is not owed and I closed it out so you will no longer get any communications about this. 

  Thank you again for shining a light on this and we apologize about the endeavor and stress it caused. 

  Wishing you the Best. 

  OutboundEngine by Elm Street

  Customer Answer

  Date: 03/26/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of my dispute is that I have no connection or affiliation to this company, and somehow they have debited my checking account for the last two months, $201 each time. I have tried calling and tried emailing, and no one answers the phone or returns calls or email.

  Business Response

  Date: 04/01/2024

  Hi *****, 

  I reviewed your complaint and believe I determined the root issue here. You have been seeing "Elm Street Technology" on your bank statements, but we are still **********, who you've been in business with for many years (since 2020 at least). I have records of your ownership of the account and have been billed by us since then. We recently changed our billing to reflect our parent company, but your IDX services (your website listing search functionality) were through us. 

  We would challenge this BBB complaint as we did nothing wrong here, and even responded to you telling you how to cancel your account. I have provided accompanying documentation to support this. We hope this is sufficient enough to resolve this complaint so it can be removed. We are more than happy to restart your service with us as well. 

  Thank you, 

  *********************
  Director of Operations and Customer Service
  ********************

• Initial Complaint

  Date:11/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been subscribed to Elm Street Technologys Elevate CRM program for several months. I decided I wanted to cancel my subscription on November 22, 2023 and I sent an email as well as called and left a voicemail to inform them of my intent to cancel prior to me being billed on the 25th. It has not been 8 days and I have sent several emails and called several times a day from Monday-Thursday. I have not received any form of response and they billed me on the 22nd. The only channels of communication they have provided are two emails, one for support and one for billing, as well as their phone number. I have exhausted all three means and can not accomplish my goal of canceling their service and/or get a response. I am not sure how to proceed to have my money returned as well as service canceled.

• Initial Complaint

  Date:10/19/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Elm Street billing and customer service departments on 10/10/23 regarding a name change to their company and also a drastic increase in the monthly cost for my marketing subscription. My credit card that I used for this account was frozen because of suspicious activity with this billing. I wanted to cancel my account with ******************** because of the lack of communication regarding the billing change and also their large increase in my subscription without notice. My first notice to cancel was sent to ********************************** via written notice per their agreement, on 10/10/23. I followed up with a call to ***************************** on Oct. 10th and also another support person (I did not get her name) on Oct. 12th regarding canceling my account. I was told by both of them I would get a call and email from ************************** to complete the process. As of 10/18/23 I received no call or email from Support to complete this. I have sent three written messages via email since 10/10/23 with no response. I'm still getting notifications for billing via email for this account.

• Initial Complaint

  Date:10/09/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the provided customer service phone number to cancel my subscription. I was not allowed. I was told a different number would call me back so I could cancel and I never received a phone call. Its been 5 days. It should not be this difficult to cancel. Please cancel my account and quit charging my credit card.

• Initial Complaint

  Date:09/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting over a week to get this information from you.Once again I am requesting for you to release the code for my domain name.

  Business Response

  Date: 10/04/2023

  We apologize for the delays experienced but have sent over the domain code and resolved this with ******************** 

• Initial Complaint

  Date:08/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just filed a complaint about one of Elm Street's subsidiaries, *********, and thought I would file a duplicate here to be sure they know I am serious about this. ********* used to be a decent company until purchased by Elm Street. Now Elm Street charges random bogus charges to my credit card on file as well as increased monthly fees, along with decreased services and ZERO customer service. They never answer their phones or respond to emails. But they sure do find a way to keep charging my credit card without providing the services I originally signed up for. THIEVES!

  Business Response

  Date: 09/08/2023

  Hello ******,

  Our *************** fees for IDX clients have been increased at this time. These are fees that Elm Street is charged by the *** or Data Vendors and we pass on to clients thus we do not have any control over the pricing. Based on your package you have multiple *** feeds on their account which is why the monthly bill went up by $6, from $128 to $134. Because of how our billing system works, once the fees were increased, you were immediately charged a prorated amount (those are the small charges you mentioned.) Then on the next billing date you were charged the new total. I understand this was not expected therefore we can offer a refund or pro rated credit for the remainder of the year. Please let us know how you would like to proceed, we apologize for the communication up until this point and hope to make things better moving forward! 
  

  Customer Answer

  Date: 09/18/2023

  I am rejecting this response because:   

  They are addressing the overcharges but they are not addressing the customer service component and how their overpriced service no longer works as intended.

   

  ******

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no idea who this *** is, never contacted them because I don't do this type of business with online only companies. I believe this is a $$ making scam without a doubt. Each time I get these I report them to the **** I sent back a response to the email address in the *********** came back "unknown, undeliverable". I found their support ************ 2 very nasty emails there, got no response but they didn't come back to me. In addition to reporting them to you adding to their already low rating & numerous complaints, I'm going to the ** ******************************** of ***** to report them for attempted wire fraud, stealing my personal info without my prior permission & using it for financial gain, attempting to commit consumer fraud by an act of fraudulently selling false ******************* else I can think of. By the time I'm done they'll get the hint that I said don't contact me again, I never gave you permission to contact me & do it again & they'll hear from my attorney. I dislike dishonesty in any company & don't do business with any internet only based companies with 1) no valid phone numbers that humans actually answer & 2) shows no address on their site either. The good news is I'm a great sleuth & found it. My next steps are going to be filing formal complaints with the Secretary of ***** & the real estate division. I have no idea how they got my info but they better lose it fast. The next thing I get will result in an expensive law suit for them.

  Customer Answer

  Date: 06/30/2023

  Each time I file a complaint about a company, the ones that actually contact me have told me that the BBB does not include the attachments I send with the complaints. That is critical in getting them to understand what the problems are, and why the complaint is being filed. A bunch of words in a complaint doesn't help them understand anything. So if you are not going to provide the attachments, then maybe you should update your site and remove that option. There is not point in me adding attachments that the companies don't ever get to see. That include Elm Street. Send the attachments to them, not just my complaint. Now I know why many companies don't waste their time responding to the complaints. They don't care and I can't say I blame them. If you're not going to do the job correctly what is the point in coming to you???? Doesn't make a drop of sense. I was angered when I found out you don't send attachments.

  Customer Answer

  Date: 07/07/2023

  Thanks, they are still sending me a bunch of emails.

  Business Response

  Date: 07/17/2023

  Hello, 

  We are sorry to hear this has impacted you in this way and take your concerns seriously. I have removed any of your information from our systems and all communications moving forward. To clarify we are a technology company that manages marketing and advertising solutions for agents. The invitation you received is to take part in our training for realtors looking to grow their online presence and brand awareness. You can find out more information about our company here ****************************************************;Once again, I sincerely apologize for any inconvenience caused. Rest assured, we value you and are committed to resolving your concerns to your satisfaction. Thank you for bringing this matter to our attention, and again your information has been removed from our system and no further contact will be sent.

  Customer Answer

  Date: 07/18/2023

  I am rejecting this response because:   I don't know who you are, you're not registered with any ***** of *********** as a licensee, didn't give you permission to ******* my email with unwanted and unsolicited spam, have reported each of those emails with the raw message **** to the ************************* the next one goes to the Consumer ************************* and the ** AG with copies of everything. You never got my permission to illegally steal my email address through what ever scam marketing **** broker you hired. By the way the Consumer ************************* is gathering info to *** **** brokers for stealing people's identity information (I sent them my complaint & included your company as a great example), because that's what this is and hopefully they will *** fake companies such as yours too. You have no way to contact you on your site, there's no legit email addresses and the one you send from is also a fake email address. You are a scam operation pure and simple! Contact me again ever and I will file a civil suit against you starting at $1MM and negotiating up not down! I have all of the emails and communications I tried to send to tell you to "stop" spamming me, called your numbers which don't go any where, and had a time tracking you down to get your address but I got it! I'm very resourceful, not afraid to *** and will file complaints on all of those so called real estate agents and brokers you claim to have teaching your fraudulent classes! If I wanted to be in an industry that's failing faster than any other, then I would do so! I know how to go about doing it and wouldn't ever register with unknown fraudsters such as you! The next step was to file a complaint against you with the ** ***** of *********** and all of those real estate agents listed in your emails in their respective states! Mess with me again and watch what I do! I'll bring you down like a House of Cards and I'll enjoy every second of destroying you! I'll be sure to go public with news stations across the country too! They love a good scandal. Steal my info again and you'll wish you'd never heard of me! I don't make idol threats. Don't make the mistake of contacting me again because you'll get no warning when I release the Kracken!