Complaints

This profile includes complaints for Optery's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Optery

  Clayton, CA 94517-1018

  
• 

  Optery

  6150 Center St # 121 Clayton, CA 94517-5005

  

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:02/26/2025

  Type:Service or Repair 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 paid for the highest subscription level (ultimate) for my family of two (my husband and myself). I did not receive the services that I paid for. I paid for the ultimate plan due to a sensitive family issue that involved threats of physical violence and needed our info removed as thoroughly and efficiently as possible for safety.Despite starting this service in December, our address and my husbands name remains on people finder websites that are easily located by googling. I submitted a removal problem to get one of them taken down back in December. The info was never taken down. I informed customer service of this issue, and they said it could take up to 8 weeks for removal. Its been 8 weeks without any change.I let my subscription renew for a 2nd month since I was told they needed 8 weeks for removal, in hopes that the info would start being removed soon. Unfortunately, the 8-week time frame seems like a tactic that Optery uses to keep people subscribed for multiple months.I feel as Optery is falsely advertising their services and made false promises for the results that this plan would yield. Optery claims they will remove your information from a large list of people finder websites, but a quick ****** search shows that my husbands and my info is still on many of these websites that our plan was supposed to include removal from. The ultimate plan was supposed to include top tier customer service and custom removal requests, none of which were *********** very disappointed and would not recommend these services to anyone. Our info is still exposed online on the first page of ****** despite paying Optery for two months of a family subscription, and despite my husband and I providing them with personal info to use for their removal process.

  

  Business Response

  Date: 02/27/2025

  Hi *******, 
  
  We appreciate you sharing your concerns, and we want to ensure they are properly addressed.
  
  Upon reviewing your account, I can confirm that we have submitted removal requests and followed up with the data broker PeopleFinder, where your information was found. PeopleFinder is particularly difficult to remove from, and in some cases, they require multiple follow-ups. While we provide an estimated removal timeframe of up to 8 weeks, some data brokers as outlined in our Help Desk resourcecan take several months to fully process removals. While our service works to expedite these requests, it may take additional time before the changes are fully reflected online.
  
  We truly appreciate your feedback and the opportunity to address your concerns. Please check your email for our response from *********************************** so we can further assist you. 
  
  We've also included some helpful resources from our Help Desk that address removal timelines and cover limitations with certain data brokers:
  
  1. Why keep my Optery subscription active? - *********************************************************************************************************************************************
  2. How long does it take to be removed from data brokers? - ******************************************************************************************************************************
  3. Coverage Limitations for ***************** Brokers- ***********************************************************************************************************************************************************
  
  If theres anything else we can do to improve your experience, dont hesitate to reach out.
  

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22994586
  
  I am rejecting this response because: I am requesting a refund for the second month of subscription services that I paid for ($39.98).

  Reason: I continued the subscription  because I was waiting for my removal request to be complete, and was told it would be done within the 8 week time frame.

  Sincerely,
  ******* ******

  

  Business Response

  Date: 03/01/2025

  Hi *******,
  
  I am a manager at Optery and I want to personally ensure that your concerns are properly addressed.
  
  We sincerely regret that our service did not meet your expectations, and we want to make this right. I would like to confirm that we have processed a full refund of $79.95 on February 27, 2025, which includes the second month of your subscription ($39.98). You should see the refund reflected in your account within 510 business days, depending on your bank. If you do not receive the refund within this timeframe, please feel free to contact your bank or reach out to us at *********************************** and we will be happy to assist you further.
  
  Additionally, I have resubmitted removal requests for both your and your husbands profiles on PeopleFinder and will continue to follow up to ensure the process is completed as a courtesy under the free Basic plan. Please note that some data brokers, including PeopleFinder, can take longer than expected to process removals, but we remain committed to assisting you throughout this process.
  
  If there is anything else we can do to further improve your experience, please do not hesitate to contact us. We appreciate your patience and the opportunity to support you.
  
  Best regards,
  ******
  Customer Support Manager
  ************************************************************

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I appreciate the response and that the manager who resolved it also took action to remedy the situation.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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.

  My informa*ion is s*ill on CallerCen*er and I *old *hem *o remove i*.

  

  Business Response

  Date: 08/12/2024

  We believe *his complain* does no* accura*ely reflec* our effor*s on behalf of *his cus*omer *owards a resolu*ion. *he cus*omer signed up on June 29, 2024, and subsequen*ly reques*ed a full refund, which we honored. On July 27, 2024, *he cus*omer reac*iva*ed *heir subscrip*ion and *hen submi**ed a complain* reques*ing *he removal of a specific da*a broker. Even *hough our service provides removals reques*s a minimum of once every 30 days, we provided an excep*ion and successfully removed *he flagged profile.
  
  Af*er dele*ing *heir firs* BBB review, *he cus*omer submi**ed ano*her complain* and reques*ed *he immedia*e removal of a differen* da*a broker. While we have made every effor* *o expedi*e *he removal process for *his specific da*a broker, *he *imeframe can vary depending on *he da*a broker. Removing profiles is an ongoing effor* and very da*a broker works a li**le differen*ly. Af*er our au*oma*ed op* ou* sof*ware submi*s *he op* ou* reques*s, some da*a brokers remove *he profile immedia*ely, bu* o*hers can *ake weeks or mon*hs *o process *he removal.
  
  We have responded wi*hin hours *o every ques*ion / concern and provided de*ailed explana*ions abou* *he *ime required *o remove each profile.
  
  Addi*ionally, *his cus*omers complain* concerns removing informa*ion for a family members profile. However, our *erms of Service s*a*e *ha* cus*omers canno* submi* mul*iple addi*ional names for family members, friends, rela*ives, or anyone else o*her *han for *he paying cus*omer. *ha* family member would need *o crea*e *heir own Op*ery accoun* *o process exposure repor*s and removal reques*s.
  
  Al*hough *he cus*omer is pas* *he ****** period for our no-ques*ions-asked money-back guaran*ee, we have processed a full refund as a ges*ure of goodwill for *he mon*hs *hey have been a paying cus*omer. We believe we have done every*hing we can reasonably do *o possibly resolve *he cus*omers concerns and provide ex*ra suppor* beyond our service offering where possible.

  Customer Answer

  Date: 09/04/2024

  Hello

  I need *o remove a complain*

  *hank you

  For op*ery

  *** *

  Please provide *he complain* ID#

  ****

  *

  #********

  *** *

  

  jus* a momen*

  ****

  *

  Ok

  *** *

  

  Has *his issue been resolved? If so, i can close i* as such bu* i* canno* be removed.

  ****

  *

  Yes

  *** *

  

  Ok, will close as resolved

  Read•

  now

  ****

  *

  Ok

• Initial Complaint

  Date:06/22/2023

  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 have been subscribed to the Optery Core plan for awhile now. On their website, it says the plan costs $3.99 a month, but I have been and am currently being charged $9.99 a month.

  

  Business Response

  Date: 06/30/2023

  We believe this complaint was a result of a misunderstanding. 

  The Core plan has historically been priced at $9.99 per month, however on June 5, 2023 we reduced the pricing on our Core plan from $9.99 per month to $3.99 per month going forward. On that day we sent an email to all Core plan customers titled "Changes to your Optery Core plan" explaining the reduction in price and that a credit would be created for partial month's service on the new plan pricing.

  This customer was last charged $9.99 on May 27th, which is before the pricing change went into effect.
  
  This customer received zero charge on their monthly plan renewal date of June 27th, due to the credit we applied from the price reduction.
  
  This customer's next monthly payment is scheduled for July 27th in the amount of $3.99.
  
  We hope this explains the situation and that the charge was legitimate?

  The vast majority of our customers have thanked us for reducing the price on the Core plan from $9.99 to $3.99.

  Customer Answer

  Date: 07/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Thanks for your clarification.
  
  Sincerely,
  
  ***************************