ComplaintsforRealtyStore.com

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 13, 2024 I agreed to a 14-day free trial of lead generation services from Realty Store Pro with no contract and no cancellation fee. The trial was to end on 3/27. I was not impressed with their service so on 3/25, I phoned them at 866-433-5419 to cancel the service. There is a recorded message that instructs you to leave your name, email and phone and the reason for your call. The call will be returned at their earliest opportunity. No return call came. I subsequently called 3 more times with no return call, My final call being today just prior to composing this complaint. On 3/29 my credit card on file with them was charged $174.65 for the service that I had requested be canceled 4 days prior. I have never received a call or written communication from them. I have never been able to reach anyone by phone. I have disputed the charge with my credit card company as I did not authorize the charge. It has temporarily been declined and is under investigation. Perhaps you will have more success contacting them than I have had. I advised them in advance of the end of the trial period that I was not interested in continuing with their service and wanted it canceled.

  Business response

  04/17/2024

  Our findings show that on 03/13/2024, the customer successfully enrolled in a 14-day $1.00 trial membership to Realtystore.com Pro for Leads generation.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  Again we have no record of any contact from the customer until the voicemail requesting cancellation and a refund on 04/09/2024.  The customer’s account was immediately canceled.  On 04/10/2024, the customer filed the BBB complaint and left another voicemail to follow-up on the refund request. As a one-time courtesy a refund was issued.

  
   Please let us know if you require further information.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a month long trial of website data. Cancelled before the deadline to renew monthly fee. Realty.com claims they never received the cancellation so I was charged a new monthly fee along with three processing fees. When I called to ask why they continued to charge me, customer service said they would not refund any payments. False information is included in the agreement sent to customers if they do not refund prior to the end of the trial and no resolution is offered. Very unresponsive and bad customer service.

  Business response

  04/05/2024

  Our findings show that on 02/28/2024, the customer successfully enrolled in a 30-day $1.00 trial membership to Realtystore.com.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, we charged the credit card on file for the monthly membership.  All of these details, including trial length, trial price, the monthly membership fee, and cancellation process, are clearly stated on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign up.  

  
  Customers may contact our customer service center during business hours, email us anytime or online using our “Contact Us” page, to cancel their service.  Our customer service center contact number and email can be found on our website.  In addition, our contact number is located next to the transaction on her monthly credit card statement.  Again, the customer did not contact us during the trial period, so regular billing commenced. We record all calls for quality assurance purposes and document all contacts.  We provide customers with a cancellation number and send an email confirming the cancellation immediately.  

  
  The customer’s regular membership commenced on 3/28/24 and we have records of the customer contacting us on 3/29/2024 to cancel.  On 04/03/2024, the customer spoke with a customer service representative who immediately canceled the membership and began the refund process.

  
  Upon receipt of the BBB complaint, as a one-time courtesy a refund was issued.

  
   Please let us know if you require further information.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction is 3/20/24 for 2 transactions of $99.80 unauthorized $24.95 authorized. This was for membership to the Realtystore.com website, a lead generation site for realtors. They offered a 2 wk free trial and then $24.95 per month after. Today was the day that the $24.95 fee was set to debit, but there is also a 2nd charge for $99.80. This was not authorized and not explained to me. I tried to get ahold of customer service on the website and the number is invalid ( ###-###-####) and I also tried to cancel my account and the system just kicks me out all together and makes me sign back in all to start over and I am still stuck. I tried to call the rep, Riel, but the number he calls from doesn't work either. ###-###-#### 

  Business response

  03/26/2024

  In response to the complaint, our findings show that on 03/06/2024, the customer enrolled in two 14-day free trial memberships to Realtystore.com PRO, one account with one zip code and the other account with multiple zip codes.  The customer sent us an email requesting to cancel both accounts. Our representative canceled one account, but did not cancel the second account.  We apologize for the error.  We have provided our representative with the appropriate feedback and training to prevent future occurrences.

  
  On 03/21/2024, we credited both charges. In addition, we tested the customer support phone number and verified it is in working order.  Again, we apologize for any inconvenience to the customer. Please let us know if you require any further action.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On October 24th, 2023 I was contacted by a representative of RealtyStore.com in reference to a 14 day free trial of their service. I had actually signed up for two different accounts based upon the two states that I was going to be testing their services. One was in CO and the other in NC. During that 14 day free trial, I cancelled both accounts due to poor lead quality and lack of leads. They cancelled the one account for NC but still have not cancelled the service in CO. They have continued to bill me since that time and won't respond to my phone calls or emails. Any assistance with this on your end would be much appreciated. Respectfully, Tim

  Business response

  03/15/2024

  In response to the complaint, our findings show that on 10/23/2023, the customer enrolled in two 14-day free trial memberships to Realtystore.com PRO in two different states - Colorado and N. Carolina.  The customer sent us an email requesting to cancel both accounts.  Unfortunately, our representative only canceled one of the accounts.

  
  On 3/13/2024, we canceled the second account and credited the account. We apologize for any inconvenience.  We have provided our representative with the appropriate feedback and training.  

  
  Please let us know if you require any further action.

   

• Initial Complaint

  03/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was notified by a friend that my house was listed on realtystore.com as having a tax lien on it. I went to the website and found two of my properties on the site showing as having tax liens on them and listed my name. I have contacted the local treasurers office and the Dept of Revenue about it. My taxes are current and there are no liens. I want the business to remove the information from their site. The person I was talking to said that they would take care of it, but didn't ask for any of my information. When I asked her how she would remove it without asking for the information, she hung up on me.

  Business response

  03/06/2024

  In response to the complaint filed on 03/04/2024, our agent reached out to the homeowner immediately and removed both the properties from our site. 

  
  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers.  These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies, due to the status of listings changing (i.e.)  sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.

  
  In summary, the homeowner is satisfied and indicated that they would retract the complaint. Please let us know if you require further information.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business calls me at least 5 times per day for the last several 6 months. I am not interested in purchasing their services, and have made it a point to politely tell each telemarketer that fact and have asked to be removed from their call lists. It is disruptive to my peace, quality of life and my business at this point, I've have enough! They, per law, are supposed to remove me from the list within 31 days and not continue to call me. However, I've continued to receive MORE calls and have so for at least the last 5 weeks. I'm on the Do Not Call registry and have been since 2005. I have given them ample time to adjust their systems and remove me. I think the fact that they do not remove me as requested is an indication of poor business practices and that they likely they run, manage and operate their business without integrity. I would never want to work with a business that harasses the public in this manner and refuses to follow through with the rules, regulations of the DO NO CALL policies. My next step if not resolved here is legal action.

  Business response

  01/21/2024

  We apologize for any inconvenience.  We have removed the contact number from all our databases. Please let us know if we can be of further assistance.

  Customer response

  01/22/2024

  
  
  Complaint: 21164201
  
  I am rejecting this response because:

  in addition to removing me, I want to ensure they have a policy or practice (and follow it) to review the DNC registry against their call list as required by law. It’s obvious they are not following the law because they called me hundreds of times. Are you going to validate your call lists against the DNC registry and remove those on the DNC registry as required by law or not? 
  Regards,
  
  S******** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/26/2024

  According to our records, we contacted the business six times.  We were able to talk with the realtor on two occasions.  The other calls went to voicemail. She did notify us on 1/4/24 to remove her from the list. Our representative submitted the request to remove from our list. Unfortunately, we called on 1/12/24  before the request was processed. We can assure the business that she will not be contacted again.   We are researching why the business was not flagged during the DNC screening process.  Again, we apologize for any inconvenience.

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled and just want my money back! Won’t quit taking my money and won’t take my phone calls

  Business response

  01/17/2024

  Thank you for the opportunity to address the customer's issue.  According to our records, the customer contacted us on 12/14/2023 and waited 2 minutes before the call was disconnected.  The customer also called twice on 1/10/2024 and waited less than a minute before the call was disconnected.  We have no record of any cancellations from the customer.
  
  As a one-time courtesy, we have refunded the last two monthly subscriptions.  The account has been closed, and no further action is required.

  Business response

  01/17/2024

  Date Sent: 1/17/2024 11:31:12 AM
  Thank you for the opportunity to address the customer's issue.  According to our records, the customer contacted us on 12/14/2023 and waited 2 minutes before the call was disconnected.  The customer also called twice on 1/10/2024 and waited less than a minute before the call was disconnected.  We have no record of any cancellations from the customer.
  
  As a one-time courtesy, we have refunded the last two monthly subscriptions.  The account has been closed, and no further action is required.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/23 $49.60 charged. I had call to cancel and I was told they would not issue a refund for pending charge.

  Business response

  01/02/2024

  In response to the complaint, our findings show that on 11/23/2023, the customer successfully enrolled in a 30-day $1.00 trial membership.  The customer did not contact us during the trial period to cancel the membership.  As per the membership agreement that the customer acknowledged, she was charged the monthly subscription fee of  $49.60.  All of these details, including trial length, trial price, and the membership fee, can be found on the signup page, on our Terms and Conditions page, and in the Welcome Email that is sent out immediately upon sign-up.  Our name and contact information appeared each month on the customer’s credit card statement next to the transaction.
  
  The customer contacted us on 12/26/2023 requesting cancellation and a refund. The account was canceled immediately.  Since the charges were valid transactions, the customer was sent a refund application to complete and return.  The customer did not return the refund application.
  
  Although the charges are valid, we have provided the customer with a one-time courtesy.  Please let us know if you need additional information.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was contacted by RealtyStore for a free trial. Signed up with them but never received a confirmation number. Was called again by RealtyStore and explained I had not received an email or any confirmation from them and wanted to go ahead and end my trial on day 3. Ended trial and the next week they charged me $249.50 on my credit card (used to get free trial). Once I noticed I had been charged I called immediately and go transferred to the cancellation line that no one answered. I finally cancelled and got a cancillation number and was told I would be refunded with in 5-7 days. It has been a month and still have not received refund or been able to talk to anyone that could actually help. Very frustrating.

  Business response

  12/02/2023

  We apologize for the delay in processing the refund.  There was a miscommunication between our customer service center and our sales department. The refund was processed 11/28/2023.  Please let us know if you need additional information.

  Customer response

  12/04/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20922165, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Realtytrac.com erroneously is advertising my property as "Preforeclosure". Once I finally located a working # to request my home to be removed from their website, they confirmed it would be removed. Yet my home is still showing on the site.

  Business response

  11/05/2023

  The accuracy of our website is a top priority for us.  We provide our subscribers with access to over one million listings.  Our standardized database makes it easy for customers to search for properties of interest across the country. The information presented on our website is sourced through agreements with real estate data providers.  These professionals work very hard to provide us with accurate and up-to-date information. Although we strive for perfection, there are occasional inaccuracies due to the status of listing changing (i.e.)  sale or withdrawal of the property, delays in updating public records by banks and owners, or clerical errors.

  Our business depends on providing our paying members with the best information available.  This is why we remove property at an owner’s request without requiring the property owner to present any documentation.  Our goal is to process all listing removal requests upon receipt of call, email, or letter. The property will be removed from the website within 24 hrs. 
  

  The property was removed on 10/26/2023.  Please make sure the property owner clears cache before checking to confirm the property removal.  Sometimes, the property will appear due to being saved in the cache.

  We sincerely apologize for any inconvenience. The homeowner can be assured that the request has been handled. Unfortunately, we are not able to provide the customer with access to individuals who reviewed the property on the website.

  If we can be of any further assistance, please do not hesitate to contact us.
  

  
  

*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. ↩