Complaints

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

close

Find a Location

IDI has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  IDI

  Duluth, GA 30097

• 

  IDI

  2650 N Military Trl STE 300 Boca Raton, FL 33431-6345

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:08/28/2024

  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.

  Company is total trash and engages in deceptive and unethical trade practices. Signed up, was told there would be a trial period with no charges and then they charge me and the sales manager does not respond to any communications. This company overpromises and under delivers. I understand being jerks and rude is not necessarily a business failure for some, but these idiots are trash. I tried several times to contact them to resolve my concerns, issues, errors but no one has been responsive. When I called today, got yet ANOTHER rude employee who should probably be best suited for flipping burgers or selling perfume at a kiosk. Proof of being over-billed attached.

  Business Response

  Date: 09/12/2024

  IDI strongly disagrees with this customers contentions. 
  
  The customer contacted ******************** in December 2023 to reactivate an account that the customer had previously terminated several years earlier.  Because the prior agreement was terminated by the customer, we required them to execute a new contract, and be re-credentialed, prior to reactivating the account. Due to the specific nature of IDIs services, this contracting and credentialing process is critical to ensuring that both IDI and our customers comply with applicable legal requirements.  The importance of this process, and the key steps of this process, were conveyed to the customer by the dedicated account manager assigned to the customers account.  The customer delayed the credentialing process for several months, due to unavailability of their own personnel.  The customer then relocated their business, which resulted in additional credentialing delays.  
  
  The dedicated account manager was in frequent contact with the customer (except for periods when the customer expressly asked not to be contacted, for personal reasons).  All attempts at communication are documented by IDI.  The account manager also repeatedly tried to connect the customer with his own manager, but the customer would hang up the phone whenever the account manager attempted to bring his own manager into the conversation.  The customer repeatedly engaged in unprofessional conduct, such as swearing at IDI personnel who were trying to help. 
  
  Nonetheless,IDI credited the customer with complementary services to improve their experience.  In response, the customer emailed on August 28, 2024: Thank you, appreciate the accountability and prompt response.  All the best to you as well.  IDI engaged in no unethical or deceptive practices. 
  
  Given that IDI already resolved the customers issue, to their apparent satisfaction,we are confused by the customers desire to harm our reputation and demean our personnel through this public forum.
  

• Initial Complaint

  Date:10/25/2022

  Type:Order 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.

  IDI has been harassing me to pay for a service that they are no longer providing to me and threatening to send me to collections even though they are the ones who violated their own contract.Per my contract I agreed to pay $350/month in exchange for IDI providing me with search credits on their website for one year. In case of non payment, the contract states that they are entitled to charge interest, but that's it. I kept my credit card on file as per the terms of the contract even though I was no longer using the search credits halfway through the term of the contract.In September 2022 I was unaware that my payment didn't go through and IDI suspended my service. I believe that is a violation of the terms of the contract and therefore voids it. They keep making a big deal about my contract and how I am supposed to pay whether I use the service or not, but they are not providing me with the agreed upon service anymore, so they are not following their own contract.I do not think it is right for them to keep asking for payment and keep sending me invoices for a nonexistent service.I believe the most I would owe them is a prorated amount for the days of service they provided in September up until the suspension (which was roughly two weeks worth of service that they did provide).

  Business Response

  Date: 10/27/2022

  IDI disagrees with the contentions made by this individual.  Ms. ******* company ( Subscriber), and not **************** on an individual basis, did execute a contractual agreement with IDI on 1/14/2021, which was amended by the mutual agreement of the parties on 2/1/2021 (the Agreement).  The Agreement, as amended, requires Subscriber to pay IDI a Monthly Minimum of $350.00 per month through 1/31/2023 and maintain a valid method of payment on file with IDI.  The Agreement, as amended, also specifies that if Subscriber breaches the Agreement, including, without limitation, failure to make payment, then all fees and charges applicable to the remainder of the term of the Agreement shall be deemed earned and immediately due and payable from Subscriber.  The term of the Agreement runs through at least 1/31/2023.  IDI made its services available to Subscriber and fulfilled all of its obligations under the Agreement until Subscriber breached the Agreement.  When Subscriber breached the Agreement on 9/2/2022 by failing to have a valid method of payment on file with IDI, all fees remaining for the term became earned by IDI and immediately due and payable by Subscriber. Subscriber, however, refuses to pay as required.  Subscriber, as a sophisticated business entity, had a duty to understand the Agreement it executed, and IDI is under no obligation to refund Subscriber for fees owed to IDI because of Subscribers breach.  IDI has merely acted to avail itself of its rights under the Agreement (which is to treat the $350.00 Monthly Minimumcommitment, through 1/31/2023, as earned and payable).  IDI has never threatened or harassed **************** or her company. IDI strives to provide exceptional customer service.  ******************** considers this complaint to be an unwarranted attempt to disparage IDIs reputation,based on Ms. ******* misunderstanding of the Agreement. 

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18314393
  
  I am rejecting this response because: the breach of contract was made by IDI for suspending the service, which is not listed as a consequence anywhere in the contract or amendment. I had a valid credit card on file the whole time; there was simply an issue with the payment that I was unaware of. Also, I am the representative of *********************** LLC and sole proprietor, so I can make this complaint on behalf of my business. They continue adding charges to their invoices for services that they are literally not providing anymore - such as an invoice for October 2022 search credits, yet if I log into the account, I can't do a search because the account is suspended; therefore, they are NOT providing me with search credits/the service that I signed up, and I don't know any business that can charge for providing nothing to their customers.

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

  Business Response

  Date: 10/27/2022

  ****************,
  

  Please see the below clarification of facts.
  
  You (unsuccessfully) attempted to terminate your agreement with IDI in August 2022.  Amendment #2, dated February 1, 2021, makes clear that this attempted termination would not take effect until January 31, 2023.  Correspondingly, *********************** LLC (Subscriber) would still owe the Monthly Minimum of $350.00, per month,through January 31, 2023.  As of that date, (but no sooner) your attempted termination would be honored.  This is fully consistent with the agreement executed by the parties.
  
  When we attempted to charge Subscribers credit card for fees owed for September 2022, as we are contractually permitted to do, the credit card was declined.  It is a material obligation of Subscriber under the agreement, as amended by Amendment #2, to keep a valid form of payment on file with IDI.  A credit card that IDI is unable to charge does not constitute a valid form of payment. Therefore, the moment that the credit card was declined, Subscriber breached the agreement.  That breach continues for every day where Subscriber fails to provide a replacement, valid payment method.  IDI suspended Subscribers account for non-payment, as we are under no obligation to provide our services to anyone free of charge. 
  
  You were notified in September 2022, upon your very next attempt to log into your account, that the account had been suspended for non-payment.  You were offered a convenient method to cure the non-payment and notified of steps to take to reactivate your account subsequent to doing so.   You declined to provide us with a valid form of payment.  Instead, you deleted your credit card information entirely.  There is no way that IDI could reactivate Subscribers account while Subscriber continued to breach its contractual commitments to IDI, by refusing to provide a valid form of payment that IDI could charge, monthly in advance (as required under the Agreement, as amended). 
  
  Instead of working with us to cure Subscribers breach, you unfairly disparaged IDIs reputation via an online forum.  As a reminder, Section 8 of the agreement defines the terms of this agreement as IDIs Confidential Information.  Your decision to air private grievances publicly, by exposing any terms of our agreement,constitutes yet another breach of the agreement by Subscriber.
  
  You claim that Amendment #2 effectively changed the non payment clause of the agreement.  Again,this is false.  Amendment #2 clearly provides that Except as expressly amended herein, all of the terms and conditions of the Agreement, including any previous and/or additional amendments entered into by the Parties, shall continue in full force and effect. (Emphasis added).  Amendment #2 does not waive any rights that IDI possesses to address Subscribers breach of contract.  As provided in the agreement:
  
       Subscriber agrees to pay all applicable fees and charges for Services, including any applicable governmental taxes, duties or other charges. If Subscriber enters into a term agreement (including by execution of a subsequent amendment to this Agreement),and Subscriber breaches the Agreement, including, without               limitation, failure to make payment, then all fees and charges applicable to the remainder of the term of the Agreement shall be deemed earned and immediately due and payable from Subscriber. Notwithstanding, Subscriber shall have no obligation to pay for Services accessed during any applicable free trial period.
  
  The agreements clear reference to what will happen if Subscriber enters into a term agreement by virtue of an amendment makes abundantly clear that this provision would continue to apply (and would especially apply) in the event of an amendment.  The agreements reference to all fees for the remainder of the term being deemed earned makes clear that IDI would be under no obligation to provide services to a subscriber who breached their agreement with IDI. 
  
  Any partial payment remitted by Subscriber does not cure the breach.  Again, the breach shall not be cured until Subscriber provides a valid form of payment (credit card or ACH) which IDI may keep on file and charge in advance for the remainder of the term (i.e.,through January 31, 2023).  (We would also be well within our rights to require you to delete your disparaging, online comments, which use our Confidential Information to harm our business reputation).  If Subscriber does cure the breach, Subscribers account will be reactivated.  (Subscriber will need to remain in compliance with the agreement, as amended, in order for the account to remain active and available to Subscriber).  In the absence of Subscriber curing the breach: (i) the account will remain suspended and (ii)IDI reserves all rights, at law and at equity, to recover the amounts that have been deemed earned by IDI and are therefore owed by Subscriber.
  
  IDI is not being unfair in requiring strict conformance by Subscriber with the agreement.  By committing to a term agreement, Subscriber has obtained more favorable pricing than would be available via a transactional agreement where no set term length is in effect.  It would be unfair for Subscriber to avail itself of this more favorable pricing yet deprive IDI of the expected commitment length. Similarly, the requirement for Subscriber to maintain a valid credit card or ACH information on file is a material commitment that IDI relies upon. Where IDI is required to repeatedly reach out to a Subscriber, or resort to collections, to obtain the payments to which it is entitled, IDI incurs an unexpected (costly and time-consuming) administrative burden.  In short,we require all IDI subscribers to adhere to their contractual commitments.  Here, Subscriber has failed to do that, resulting in any and all ***** of which you now complain.