Complaints

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

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• 

  Infotracer.com

  PO Box 130369 Boston, MA 02113-0007

  
• 

  Infotracer.com

  1337 Massachusetts Ave PMB 101 Arlington, MA 02476-4101

  
• 

  Infotracer.com

  PO Box 990142 Boston, MA 02199-0142

  
• 

  Infotracer.com

  28 Atlantic Ave Ste 227 Boston, MA 02110-3802

  
• 

  Infotracer.com

  PO Box 130368 Boston, MA 02113-0007

  

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:12/23/2024

  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.

  unable to remove my info from opt out on the website **************************==opt out is only for name, need to opt out phone number: (BTW, result is wrong)************

  

  Business Response

  Date: 01/06/2025

  Hi MC,

  We apologize for the inconvenience this has caused you. We understand the importance of privacy and would like to inform you that your phone number has been removed from our database. However, the Report ID number you provided is not a static number and cannot be used within our systems to locate your report. Accordingly, please provide us with your full name and address. We will only use the information provided to locate your report and for no other purposes.
  
  Thank you for bringing this to our attention, and we appreciate your understanding. We look forward to hearing from you.

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/17/2024

  Type:Product 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.

  This company will not honor data removal requests. After going through the process and clicking the confirmation email you are brought to a web page that states: "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience."There is no way to finish removing your data from their website online.

  

  Business Response

  Date: 01/02/2025

  Hi ****,

  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. 
  
  However, since you provided additional details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.
  
  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/14/2024

  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.

  I am not able to remove my private information from their website. Their website has caused my identity to be stolen and blackmail to occur.When I search for my name, it says that my data is not present. However my data is present when searching for my phone number.

  

  Business Response

  Date: 01/02/2025

  Hello ******,

  We sincerely value your privacy and apologize for any inconvenience you may have experienced. Please know that we take these matters very seriously, and I want to assure you that your concerns have been thoroughly addressed.
  
  Additionally, since you included your phone number in your BBB complaint, we have taken the necessary steps and removed your phone number information from our database.
  
  If theres anything else we can do to assist you, please dont hesitate to let us know.
  

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:12/04/2024

  Type:Product 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 recently purchased what I believed would be a detailed vehicle history report from ************************** for $2.95. However, the information provided was minimal and much of it was incorrect. To make matters worse, I later discovered that this purchase somehow enrolled me in a recurring subscription, which I was not made aware of during checkout.I have since canceled the recurring subscription, but I want my $2.95 refunded. I contacted customer service, but they refused to issue a refund, claiming that since I used their service, the trial fee cannot be refunded. This is unacceptable, as the report failed to provide accurate information, which was the entire purpose of my purchase.Initially, I filed a BBB complaint against what I later learned was the wrong GoodCar company. A representative from that company called me to explain the mistake and shared that, coincidentally, they had received a call earlier today from another customer experiencing the exact same issue with **************************. That customer, like me, was unknowingly signed up for a recurring subscription.This pattern of complaints suggests that ************************** is operating unethically, misleading customers during checkout and providing inaccurate or incomplete reports. I am requesting a full refund of $2.95 for this misleading and unsatisfactory service.

  

  Business Response

  Date: 12/05/2024

  To whom it may concern,

  I would like to let ********* ******* know that this BBB complaint is filed under Infotracer.com, but ********* ******* subscribed to a partner site GOODCAR trial service for $2.95.
  After careful review of this complaint, I can see that this customer contacted our *********************** Team via email. Our system indicates that one of our dedicated ************* Representative responded to this customer's concern.

  On the checkout page of GOODCAR if the customer chooses to cancel their account within the trial period, the trial fee will be the only amount billed. If the account is not canceled after the trial period, the customer will be charged the monthly billing fee. Customers must agree to the billing terms before payment is accepted.
  Please see GOODCAR's Terms of service here:
  

  ***************************************************

  It appears that ********* ********* GOODCAR account has been refunded $2.95. The account was canceled and refunded on 12/05/2024. Please allow 3-5 business days for the refund to process. Please let us know if there's anything else we can help you with. Have a great day, and stay safe!

  Sincerely,

  The Infotracer.com's Support Team

  
  

  Customer Answer

  Date: 12/05/2024

  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, along with other customers, were not aware that we were signing up for a subscription service so you really need to make that much more clear.  Additionally, the information on the report for the car I was interested in was inaccurate and incomplete; hence, the reason for the request of the initial fee.  I just checked my credit card and do not see a credit for $2.95.  Please make sure the refund is issued and that the subscription has been cancelled.
  
  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,

  *********

   

   

  

  Business Response

  Date: 12/05/2024

  To whom it may concern,

  All refunds were processed as discussed in our initial reply and have been confirmed as settled by our payment processor. It is dependent on the account holder's financial institution to post the returned funds to the receiving account. Since the refund was just processed today, it usually takes 3 to 5 business days for the funds to reflect on the customer's account. We kindly ask that ********* Mitchko reach out directly to their bank or financial institution for further help on the matter. If additional questions arise that require our support, our ************* Team is on hand 24/7 via phone, chat, and email at **************************. 
  

  Sincerely,
  The Infotracer Support Team
  
  

  Customer Answer

  Date: 12/05/2024

  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. 

  Please confirm that the recurring billing has been disabled as well.
  
  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,

  *********

   

   

• Initial Complaint

  Date:11/29/2024

  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.

  Ran a search history of a vehicle trying to find previous owner. The website indicates that is shows previous owners in the report for an additional fee if you buy the premium service. So I paid the fee but when I got the report it none of the information that it supposedly said it had. False advertising at its finest. I hope someone else sees this and doesnt waste their money on it.

  

  Business Response

  Date: 12/02/2024

  Hi ******,

  Im sorry you did not find the information you were looking for; please know all customers are welcome to run a preliminary search. The Preliminary Search accesses peoples databases to verify that the person exists in *****************, and is just a preview of the possible results available once you've subscribed to our services.
  
  I have also searched on my end to see if I could help yield the results you may need, but I was unsuccessful. It could be that the license plate might be restricted access under the Drivers Privacy Protection Act (DPPA) protection. Since we were not able to provide what you needed, we have processed a refund of $12.90. Please let us know if there's anything else we can help you with. Have a great day ahead, and stay safe!
  

  Sincerely,
  Lovely
  Voice Of Customer Specialist
  ********************
  ***************

• Initial Complaint

  Date:11/05/2024

  Type:Customer Service 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 never used this company in any sort of fashion. I learned about 11 months ago that they were selling my information and I requested they stop. They have told me they will only stop if I provide them with PII (such as my birthdate and full name) over unsecured methods (email or phone). I am not dumb enough to fall for such a scam, so I'm hoping the BBB can step in and force them to stop illegally selling my information. I have asked them to provide proof that I ever gave them the information that they're selling and they have refused. I've asked them to tell me who they got my information from and they have refused. From what I can tell from searching online, they are known for stealing people's data and selling it to the highest bidder. I've attached my most recent conversations with Infopay after I got another company (Icogni) to act as my agent in dealing with scammers like Infopay.

  

  Business Response

  Date: 11/11/2024

  To Whom It May Concern;

  We are in receipt of the BBB Complaint filed by ***** R. ******** regarding his request to remove his information from our platform. To provide additional context, InfoPay, **** (d/b/a InfoTracer.com) first received a request from Mr. ******** on November 14, 2023 to remove his information from our platform. We complied with this first request on December 21, 2023. Less than one year later, on October 10, 2024, Mr. ******** made a second, duplicative request through a third-party, Incogni, to remove his information from our platform. Due to a technical limitation that we identified, we did not immediately become aware that this was a duplicative request and Incogni did not inform us that it was a duplicative request.
  
  In his second request, Mr. ******** included a new email address that included a new name which appeared to be for a second individual who was not making their own request. The new email was ***********************************. Because the request was only made on behalf of ***** R. ********, and this email appeared to be associated with another individual, InfoPay asked for Mr. ******** to verify his request by providing additional information. Mr. ******** refused to provide the additional information and to date, we have not received the information needed to verify his request.
  
  After we received his BBB Complaint, InfoPay became aware that it had previously complied with a request from ***** R. ******** in 2023. As such, InfoPay does not currently maintain any information related to this individual.
  
  InfoPay takes its regulatory compliance, including its privacy compliance, seriously and is committed to continually maturing its practices to meet evolving legal requirements. Please let us know if we can provide any additional information or if you have any questions.

   

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 11/11/2024

  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. 

   

  This is the first time Infopay has said anything about the inclusion of my wife's email. That is because she was receiving emails from them with my name attached. Which is what the third party company identified. Since they have my name attached to that email, it should be no issue for them to remove it. 

  However, if they are claiming that they also have my wife's data. I would ask that they provide proof that she gave them permission to sell her data and to explain how they acquired her data. They still have refused to comply with my request on how they obtained my data. I know there are a lot of shady businesses that operate in such a manner, but I was hoping that based on their BBB and ****** reviews that they might actually be on the up and up. 

  Also, since it wasn't clear in their reply, were they asking for my wife's DOB in being tied to my email? Or her DOB being tied to her email and my name?  Her name was never included, just her email. So now, I'm even more concerned about how much data Infopay may have illegally obtained on my family. I think we need a third party to review their records because I am now concerned that they might have my underage children in their databases as well. 

  And once again, I am not understanding why I have to prove anything to the company when they have yet to explain where they obtained this data from. I had never heard of Infopay before I found them on a list of companies selling my data. My wife, children, and I have rights concerning who is allowed to buy and sell our data. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  *****

   

   

  

  Business Response

  Date: 11/21/2024

  To Whom It May Concern;

  We are in receipt of ***** R. ********* response on 11/18/2024 to InfoPay, **** (d/b/a Infotracer.com) response to his BBB Complaint. Our original response, provided on 11/11/2024, outlines InfoPays response to the requests received from Incogni on behalf of Mr. ********* However, to provide additional context in response to Mr. ********* comments, InfoPay wants to clarify that any communications with Mr. ********* wife were as a result of his third-party representative, Incognis inclusion of Mr. ********* wifes email in his request. InfoPay has not communicated with Mr. ********* wife outside of the context of the request received from Incogni.
  
  Additionally, as provided in the Infotracer.com privacy policy, available at *********************************, InfoPay obtains information from publicly available sources and records.
  

  Please let us know if we can provide any additional information or if you have any questions.

  Sincerely,

  The Infotracer.com's Support Team

• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  Attempting to remove my information from InfoTracer, the **** says "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience.". Tried many times. Seems like some sort of scam to have you give up

  

  Business Response

  Date: 10/23/2024

  Dear *******,
  
  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend waiting at least 30 seconds before confirming your action.
  
  However, since you provided your details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 10/23/2024

  [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

  Date:10/21/2024

  Type:Product 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 submitted data removal requests across several different InfoTracer-owned websites, and despite getting success messages stating "We have already received your data removal request, we will process it soon and keep you updated."... the data remains and I have heard nothing. I also sent emails to the email listed in the confirmation and got no reply.Remove my records/opt me out of ALL Infotracer websites as per my several, confirmed, requests.

  

  Business Response

  Date: 10/23/2024

  Dear *******,
  
  We value your privacy and apologize for any inconvenience you may have experienced. We take such matters very seriously, and I assure you that your concerns have been addressed.
  
  As per your request, InfoTracer has removed your information within our services in accordance with our regulatory requirements. We have directed the service providers we had shared it with to do the same.
  
  Thank you for bringing this to our attention. Should you have any further concerns, please do not hesitate to reach out.

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 10/28/2024

  [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

  Date:10/10/2024

  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 information was part of a SSN breech, and then I was alerted that serval sites such as Info Tracer had made my information public. When I attempted to remove my information, I had to give my email address to confirm the request for deletion. Much like other complaints, I received the following message, "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." I waited up to several minutes after receiving the email, and had tried several times. This is done on purpose to prevent users from easily removing their data.

  

  Business Response

  Date: 10/16/2024

  Dear *******,
  
  We sincerely apologize for the inconvenience this has caused you. Please be aware that we have implemented these steps for security reasons, to secure your information and not cause inconvenience to our customers.
  
  Additionally, we have your information removed from our services.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Sincerely,

  The Infotracer.com's Support Team

  Customer Answer

  Date: 10/21/2024

  [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. 
  
  Thank you very much! 
  
  ******* ******

• Initial Complaint

  Date:10/06/2024

  Type:Customer Service 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.

  As many others have noted, there is a problem with applying online to InfoTracer.com to have data removed. There seems to be no way to avoid continual responses saying, "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience.

  

  Business Response

  Date: 10/09/2024

  Dear Rajul,
  
  We sincerely value your privacy and apologize for the issue with the confirmation link; nevertheless, please be aware that we have implemented this confirmation step for security reasons to secure your information. Our Technical Support Team investigated this issue and found no errors in submitting a request. To avoid this error, we recommend waiting at least 30 seconds before confirming your action.
  
  However, since you provided additional details during your BBB complaint, we have taken the necessary steps to remove any reports related to you or containing your personal information from our database.
  
  Thank you for bringing this to our attention, and we appreciate your understanding.

  Sincerely,

  The Infotracer.com's Support Team