Complaints
This profile includes complaints for Infotracer.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 129 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/03/2024
Type: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.
It's a big scam, they claim to have the information requested but once you pay for the report.. they just say that information is not available...
Business Response
Date: 10/03/2024
To Whom It May Concern;
Please know that the Preliminary Search accesses people’s databases to verify that the person exists in the United States, 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 Driver’s Privacy Protection Act (DPPA) protection. Since we were not able to provide the information you needed, I have processed a refund of $9.95. You should expect a refund confirmation email within a couple of minutes. Please expect the funds to reflect in 3 to 5 business days. If there's anything else we can help you with, please let us know. Have a great day, and stay safe!Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:10/01/2024
Type: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.
Over the last several months, I have been making attempts to remove my families personal information from InfoTracer.com The process is lengthy and time consuming to perform, as you can only opt out one record at a time.Funnily enough, the website now has blocked my IP addresses from trying to submit additional removal requests, making it impossible for me to accomplish ******* family does not wish to have their personal information visible on your website, and you (InfoTracer) needto remove our information immediately. I have listed the records below:3HLY-J_BN ***** / ****** ***** Ages 94 and 55 ********* **, **** **, ********* ** 3HLA-IUHJ K ******* / ******** / *** Age 58 ********* ** 3X9D-JOVG R ******* / ***** Age 65 ********* **Business Response
Date: 10/03/2024
Dear ******************** 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.
Additionally, since you provided your family information in your BBB complaint, we have taken the necessary steps to remove any reports related to the individuals stated in the request 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: 10/03/2024
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.
[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.]
InfoTracer, Thank you for getting back to me so quick.
I just ran a search again on 2x devices and am still seeing the results for my family members.
Can you kindly re-verify the removal?
Reports:
3HLY-J_BN
3HLA-IUHJThank You
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: 10/09/2024
Dear *********************** you for your recent inquiry. Upon conducting a thorough review of our system based on the information provided, I am pleased to confirm that the records for *****/****** ***** (ages 94 and 55, ************, **** **, ************), ********/*** ******* (age 58, ************), and ***** ******* (age 65, ************) have been successfully removed as of October 7.
Please note that the Report ID numbers you provided **********, 3HLA-IUHJ, and 3X9D-JOVG) are not static identifiers within our system. As such, they cannot be used for future reference or verification of reports.
Rest assured that these records are no longer accessible through our platform. To ensure that this update is reflected on your end, we recommend clearing your browsers cache or history, which can refresh the displayed data.
Should you require any further assistance or guidance regarding this matter, please do not hesitate to contact us. We remain at your service.Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 10/10/2024
[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 for your help with this, I greatly appreciate it!
Regards,
**** *****Initial Complaint
Date:09/30/2024
Type: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.
As many others have noted, there is a problem with applying online to InfoTracer 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: 10/01/2024
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 that you wait 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: 10/01/2024
[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:09/26/2024
Type: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 made attempts to get info tracer to remove my information from their site and I also had optery do it for a paid subscription to all of which were unsuccessful. I went on info tracers site to remove my information and verified my email address to which they sent a link that replies back with an error attached below. I have tried this on my laptop, iPad, iPhone, they all have the same error. it doesn't work and I believe this is the way they get around removing information. I would like them to remove my information immediately per the Massachusetts data privacy and protection act.Business Response
Date: 09/30/2024
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 request submission errors.
Furthermore, 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:09/21/2024
Type: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 followed all of the instructions on the InfoTracer website to opt out and have my information not sold. The final step requires that an email be sent to verify. When I click on the email that was sent to me to complete it, I receive an error that states "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." I have tried repeatedly and I still receive the same error. I reached out to the customer support asking why I needed to go through the extra step of clicking on an email and asking for immediate resolution. It took them 2 weeks to respond and the response was "Weve identified that the error you encountered typically occurs if the confirmation button is clicked rapidly. To avoid this, we recommend waiting at least 30 seconds before confirming your action." This is not accurate and when I tried again I got the same result. This all seems suspicious to me that I can't remove my own personal information. Therefore, I am asking for your assistance to resolve the issue.Business Response
Date: 09/24/2024
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 request submission errors.
Furthermore, 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: 09/24/2024
[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:09/15/2024
Type: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 purchased a trial for $2.95 on 8/23/23 and then canceled on 8/29/23. I have a confirmation email on that info. Now I have been recently charged several months on the 14th of each month for $24.95. I have emailed the company and have not heard back.Business Response
Date: 09/16/2024
To whom it may concern,
We are unable to locate an account or associated transactions with the information provided by **** ********. However, we are keen to learn more and provide help where possible. We have reached out to **** ******** by email but have not yet received a response. Our dedicated ************* Team is available 24/7 and can be reached by phone at **************, email [email protected], or chat via our website, www.infotracer.com. We encourage **** ******** to reach out and respond to our email, and we look forward to assisting them further.
Sincerely,
The Infotracer TeamInitial Complaint
Date:09/08/2024
Type: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.
In an attempt to remove my information from infotracer.com on 9/6/2024 using their own OptOut tool I completed the required information whereby they send a link to confirm the request. When I click on the link, it bring me to a webpage that states "Seems like you are too fast on the request confirmation. Please wait about 5 seconds and try again. Sorry for the inconvenience." I waited 5 seconds, 5 minutes and a half hour and still received the same message. I went through the OptOut process for a second time with the exact same result. Currently there is no way to OptOut of this service.Business Response
Date: 09/10/2024
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 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:08/16/2024
Type: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 requested multiple pieces of data to be removed on July 31, 2024 and have received no update on them deleting it has requested. I have also sent an email to customer service over a week ago with no response. I assume my request is being ignored based on the lack of any communication. I am just looking for them to process the deletion request as submitted (see report ID's below). FYI - The cache on my computer has been deleted before checking - it still says, "we will process it soon and keep you update". ***************************** Report ID - ***************/.Heogmg==***************************** Report ID - ***************/.BrDCGw==Business Response
Date: 08/19/2024
To Whom It May Concern;
We sincerely value privacy and apologize for any inconvenience ***************************** may have experienced. Please know that we take these matters very seriously, and I want to assure ***************************** that his concerns have been thoroughly addressed.
Upon investigation, it appears that his initial request was not successfully confirmed, which is why it was not reflected in our system. However, based on the additional information he provided, we have taken the necessary steps to remove any reports related to ***************************** and ***************************** or containing your personal information from our database.
Thank you for bringing this to our attention, and giving us the chance to help.Sincerely,
The Infotracer Team
Customer Answer
Date: 08/19/2024
[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:08/14/2024
Type: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 used the Courtrecords.us.org website in May 2024. Shortly thereafter, I noticed a charge on my credit card for a monthly service. Upon contact, the monthly charges were stopped, but the promised refund has never been sent. The customer service representative appears to be an auto attendant, which keeps telling me my request for a refund has been "escalated." I have included the email thread.I could not find any address for Courtrecords.us.org, but did learn they are wholly owned by Infopay, ***** so I listed their address.Business Response
Date: 08/15/2024
To Whom It May Concern;
Please note we are not associated with ********************************, they are a separate entity, and I am unable to speak to the availability or quality of their support. I also tried locating an account using the customer's email address under www.courtrecords.us, which is one of our brands, and was unsuccessful. Please ensure that you are contacting the right service provider. You might do this by referencing the email containing your receipt. I've also noticed that a Phone Number was available on the email conversation ********************* sent, which can be used to try and contact the said company.
I believe this resolves the issue.
Sincerely,
The Infotracer.com Support TeamInitial Complaint
Date:08/14/2024
Type: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 writing to express my concern regarding unauthorized charges to my account. I have noticed that I have been billed for a subscription service with Infotracer.com twice on 07/11 and 08/11, despite never subscribing to this service. This has caused considerable inconvenience and confusion. I kindly request a full refund of the charges.Business Response
Date: 08/14/2024
To whom it may concern,
I can understand the concern expressed by ***********. I was able to locate the account in question. It appears sign up took place on 07/05/2024. The email address associated matches the one provided by *********** in the related correspondence with the Better Business Bureau. It appears the account was used to conduct a License Plate search.
At the time of enrollment, the customer agreed to our billing policy, which indicated after the seven-day trial is completed, additional billing would follow on a monthly basis. A confirmation email was sent detailing the same. This information can also be found in our Terms of Service, *******************************. Our billing descriptor includes the website URL, and for the further convenience of our customers, we also provide easy cancellation with the click of a button, with no need to contact Infotracer.com directly. It also appears our 24/7 ************* Team, which can be reached by phone, chat, or email, was not contacted by *********** for support.
We take fraud prevention seriously. The checkout process on Infotracer.com requires both a cvv and billing zip code match for approval. However, in light of *************** assertion the account was established without her knowledge or permission, as a courtesy, on 08/14/2024, we refunded $49.90 and canceled the account.
Thank you for giving us the chance to help. Have a great day!
Sincerely,
The Infotracer.com's Support Team
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