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.
- 72 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:08/10/2024
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 do not check my CC statements. Because of potential fraudulent activity on my my account, I was asked by my bank to review my statements. To my great surprise I discovered that this company charges me $24.95 monthly since June 2023. I called the company and they say that back in 23 I opened a trial account with them, which I do not recall. Please check the history of my account. I DID NOT USE YOUR WEBSITE. I don't know how you obtained my email address and my CC information. Representative offered me a refund for the last 4 month. That is not an acceptable solution. I expect a full refund. Thank you.
Business Response
Date: 08/12/2024
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 06/01/2023. It appears the account was used to conduct searches on VINs and License Plates. 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 ******************'s assertion the account was established without his knowledge or permission, as a courtesy, on 08/10/2024 we refunded 4 transactions and canceled the account. And today as well, we have processed 2 additional refunds of $24.95. Please expect the funds to reflect in 3 to 5 business days. Please be advised that we do not issue refunds on transactions that are older than six months. Kindly review our billing terms on the website.
Thank you for giving us the opportunity to help. Have a great day.
Sincerely,
The Infotracer.com's Support Team
Initial Complaint
Date:08/06/2024
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.
Our company was interested in opening an account with this company we'll apply for business account with and they use a couple days later at four on proof of our business which we provided of the same day or the next day on and we provided more than the Ast four. I our company is licensed completely and we have insurance through act at every step of insurance you can have we have every part of our business is legitimate we care taxes we'll have and there's nothing wrong with our company and I don't know if that's the problem I'm just guessing at this point but we submitted our obligation waited several days on a told us in the beginning of read all said they are on paperwork odd that the ****** four within five days they will disclose our application and we won't get an account. So we submit the application bay at the docking as they requested the next day and in their entirety and suddenly they stop responding no one called no one emailed ***** and tax nothing so we wait seven days than the mini mt try toBusiness Response
Date: 08/09/2024
Dear *******,
Thank you for bringing your concerns to our attention through your recent complaint with the Better Business Bureau (BBB). We sincerely apologize for any inconvenience this situation may have caused.
Please know that we take these matters very seriously, and we have carefully reviewed the issue you raised. Unfortunately, we are unable to process and review your application at this time due to incomplete documentation. Additionally, the documents you provided did not pass our security verification, and the reason you cited does not align with our terms and conditions.
We are committed to resolving this matter in a way that meets your expectations and helps us improve our services moving forward.
Sincerely,
The Infotracer.com's Support Team
Customer Answer
Date: 08/09/2024
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.
The issue wasn't even addressed. I submitted these allegedly "unreadable" documents, funny that I read reviewed each and every document and none of them were unreadable, i sent them to a friend and she confimed that everything was readable. EVERY single document that I sent was from the source so i'd consider evluating your "security" system. But that was not even the issue presented. FIRST you guys did not respond until I filed a complaint with the BBB, despite the fact that I had sent you a slew of emails, and even contacted the customer service department, then within a day of me filling a complaint with the BBB, you guys magically respond, and when you do respond you dont apologize for the fact that you took weeks and ignored our emails (even after reading them, our software tells us when a message is read) so you ignored our emails for weeks. Then waited until we filed a complaint with the BBB, and your first email, HAD NOTHING TO DO WITH OUR COMPANY EVEN, you first send me an email saying " You dont qualify for our services because you indicated that you need reports that are FCRA compliant" which we NEVER ONCE INDICATED. We clearly told you that we are a process service agency that serves legal process on people and we are diversifying our datasets, so we are looking to expand and locate other sources of information that would help us find servee's, THAT IS NOT A FCRA COMPLIANT INDUSTRY we do not need to get reports from FCRA compliant companies, and you know that. So when i sent a message back telling you guys that we never indicated needing FCRA compliant reports, SUDDENTLY A DIFFERENT reason for now denying our application. SUDDENLY you guys say we didnt provide the correct and complete documents when we absolutely more than provided them to you and there is absolutely no way they were unreadable, they were direct from the source. my issue presented in teh original complaint was that your company is not a good company to do business with because of your lack of communication, and clearly now because of the fact that you "denied our application because your not a cra:" then suddenly when the fact comes to light that we dont need a cra for our reports, you suddenly come up with a different line, and try to push that our documents were not readable. COME ON! If our documents were not readable and they truly werent you guys would have just let us know so we could resend them. But maybe you wouldn't have but that even shows what type of company you guys are from the beginning. I have done extensive research on your company in the past few days and I've discovered some based on other bbb reviews, that you guys are a deceptive company so llying is not an issue for you guys. You do it on a daily basis. But the unprofessionalism of refusing to even acknowledge a client then base your denial off one "reason" then when proven wrong, you change the reason. Do you feel like your company will be in busines for very long with these untruthful practices? I really hope the BBB didn't accredit you guys, if they did they should pull your accreditation.
[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: 08/19/2024
To Whom It May Concern;
We understand the concern expressed by *********************************. Compliance is a priority for us, and therefore we must abide by our decision, which weve communicated, not to move forward with an account approval at this time. To discuss our process in further detail or to address any related questions, please reach out to our Compliance Team directly at *********************** The lack of response described by ********************************* is not the experience we intend. We have shared our apologies for this misstep and the actions taken to ensure it doesnt recur. Prompt support is important to us and we regret the oversight.
Sincerely,
The Infotracer TeamCustomer Answer
Date: 08/20/2024
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 *************************************** knowing that we went through weeks of them ignoring us even after reading our messages, then tells us to reach out to the very same department that doesn't respond and lies to us about the "reason" for not opening a business account. We didn't ask for credit, we have access to the industries leading databases for GLB information, we intended to diversify. Originally the reason for "not approving" our account was stated as in essence ' you need ******** (Federally regulated data for things like Tenant or Credit Decisions)' when we never expressed nor implied needing that type of information. Then once I asked them where they even got that from, there was a different reason. Not only will this company ignore you for weeks and weeks. THEY WILL ONLY RESPOND AND DO THE RIGHT THING WHEN THEY'RE FORCED TO DO SO to attempt to save face when a complaint is filed with the BBB. There are hundreds of other companies that wont simply ignore you for weeks and weeks and ONLY RESPOND when you file a complaint with the BBB. Stay away from this one.
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:07/15/2024
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 subscribed to the service Infotracer and was getting the results I needed for an hour until my subscription was stopped for over 24 hours and now the site doesnt work at all. I paid money for a service that has a A+ rating on your website when it should really have a F. Absolute waste of money.Business Response
Date: 07/16/2024
To whom it may concern:
******************************* use of our site, Infotracer.com, is in violation of the Federal Fair Credit Reporting Act. In adherence to the requirements set for by the **** statute, ******************************* access was suspended. A notice was provided detailing the evidence needed to meet federal guidelines, which would allow the account to be reinstated. *************************** provided evidence, and her account got re-instated. *************************** can now make searches and access her account. Of she still wishes to get a refund, please let us know and we will be happy to assist her further. Have a great day, and stay safe!
Sincerely,
The Infotracer.com's Customer Support Team
Customer Answer
Date: 07/16/2024
[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 #********. However I do want a refund as no longer trust the website. I am willing to accept the response if refunded and close and resolve the case.
Regards,
*************************Initial Complaint
Date:07/05/2024
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.
They refuse to permanently delete and suppress our data. For the past year we've been attempting to delete my family's data. We've submitted their fake opt out forms. We've been in contact with their support team as well as privacy team. They continue to add our data back into the database. *******************************, *******************************, *****************************. Our data is located here: Report?id=************************ associated with ************************************************************************ as well as *********************************************** and ********************************** and email ************************* Report?id=************************, Report?id=************************, Report?id=************************ associated with *******************************, ********************************** and ************************************************************, Please delete our data and suppress it permanently.Business Response
Date: 07/08/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist ********************************* with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************************* information was removed. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's ************* TeamCustomer Answer
Date: 07/08/2024
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 # ********.
Hi there, Info tracer. Number one, thank you for your response and assistance. It is greatly appreciated. Number two, I recommend coming up with a solution that permanently suppresses data from being made public again so as to avoid having your users unreasonably burdened by having to continually reach out and remove their data.
Finally, 2 data points are still appearing in reverse search records. *******-******************** as well as *************************
Thank you for your assistance and cooperation in respecting Americans' Privacy rights.
Regards,*****
Business Response
Date: 07/16/2024
Dear *****,
I'm writing regarding the complaint you submitted to the Better Business Bureau (BBB) concerning the information displayed on our website.
First and foremost, 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 our earlier communication, we confirmed that your name, address, and email *************************** were promptly removed from our site. However, we understand that these 2 new email addresses information were not provided initially and could not be associated with your data, which may have caused some confusion.
Please be informed that we have also taken additional steps to remove the email addresses from our system. We trust this action resolves the issue to your satisfaction.Sincerely,
The Infotracer.com's Customer Support Team
Customer Answer
Date: 07/17/2024
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:06/26/2024
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.
Their opt out process does not work and my personal and family information continues to remain on their and their affiliate websites. I am asking for the following records to be expunged from their and their affiliates databases.4 Report ids 3XBaJOVovwNsjJE2.ix7nRg==3HlaIuVmvwFmjJUw.Yb24zw==3XhSIOhmuwBshpAz.fd0rzw==3HpdIeljvQdkhZA1.mHQI_A==The following 3 records have no report id and need to be removed as well.************************ 51 Wheeling, *************************** ******* Yipai *** ************************************ *********************************************************************Business Response
Date: 06/26/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist ********************* with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that ************************* information was removed. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's Customer Care TeamCustomer Answer
Date: 06/27/2024
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 for resolving this.
Regards,
*********************Initial Complaint
Date:06/20/2024
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 been trying to remove my information for the past few month but no avail. I was told that you are affiliated with other websites and I should contact you guys. As you seem to ignore via conventional means of communication again, I'm reporting you for not honoring my removal requests on multiple websites. Remove it immediately from any site that you own.*************************************************************************************************** ********************************************************************************************* ********************************************************************************************************************* *************************************************************************************************************Business Response
Date: 06/21/2024
To Whom It May ******************** privacy is a top priority for us and we are happy to assist ********************************* with their Opt-Out request. We value their privacy and apologize for any inconvenience ********************************* may have experienced. We take such matters very seriously, and can assure that her concerns have been addressed.
As per ************************************* request, InfoTracer has removed her information from our records. Additionally, we have contacted our affiliated sites and requested they do the same.
Thank you for giving us the chance to help. Have a great day ahead!Sincerely,
The Infotracer.com's Customer Support
Initial Complaint
Date:06/14/2024
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 was charged $2.95 for access to records in regards to my own finances at www.infotracer.com . I was charged but then could not access the website. When I went to put in my login information the site said it could not be found. After attempting to charge one card the website told me it had been declined, but then I went into my email address and found a receipt for the purchase from Venmo. I had attempted to charge a 2nd card and am not sure if it went through so I may have paid the $2.95 twice! This seems like a scam to me and is not okay under any circumstances. Please get me my $2.95 refunded and also please get this website shut down!Business Response
Date: 06/17/2024
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 we look forward to assisting them further.Sincerely,
The Infotracer TeamInitial Complaint
Date:06/13/2024
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.
Trial use of service provided and canceled on first day of use. These people charged my credit card anyway.Business Response
Date: 06/14/2024
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 06/06/2024. It appears the account was used to conduct a search on a License Plate. 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 a cancellation request or support.
In light of ***************************** assertion the account was canceled the first day she purchased, as a courtesy, on 06/14/2024 we refunded the rebill and canceled the account. Rest assured, ************************* will no longer be billed by our company. An email confirmation about the cancellation and refund has also been sent.
Thank you for the opportunity to help.
Sincerely,
The Infotracer.com's Customer Support Team
Initial Complaint
Date:05/18/2024
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.
On 2024-05-18 I ran a search on infotracer's website to see if they had owner information for a particular license plate. The animated completed, showing that they did have vehicle owner info for it. I paid $2.95 for 7-day unlimited access and requested the report, but it only have VIN number and some basic vehicle specs, nothing about the owner.I contacted support over chat, and they said:The preliminary search is provided as reference material only. It concludes that the information exists, but the availability of the report depends on whether it is publicly displayed or tagged as private/confidential. Our disclaimer provided a clear explanation about this on the landing page of the website.They issued me a refund, which was nice.But the remaining problem is that their marketing is clearly misleading. When a user does a preliminary search and their site shows that owner info is available, a user will pay and then later find more often than not that the owner info actually is not available (and most often the owner info is the only thing the user was looking for in the first place). They know this is misleading or else they wouldn't have designed it this way to entice users. Please get these folks to fix their marketing.Business Response
Date: 05/20/2024
To whom it may concern,
I have reviewed the chat that ********************************* had with our dedicated ************* Team. Our Infotracer Team Member has assisted ********************************* and explained that the preliminary search accesses a database to confirm information exists. This information is provided as reference material.
During the chat, we explained to ********************************* that we may not have been able to find any records because some records are protected under the Drivers Privacy Protection Act (DPPA) and cannot be made public.
Our Infotracer Team Member canceled and refunded the charge of $2.95. Please allow 3-5 business days for the refund to process.
Sincerely,
The Infotracer.com's Customer Support Team
Initial Complaint
Date:05/17/2024
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.
No one responded to my concerns.I received an error message saying i was too fast opting out. I've been waiting for days and resending same request, it still says I can't proceed. Please fix it and remove my report on your website. Thank you ********************* living in ************* ** REPORT ID: 3X1T-IUHMBusiness Response
Date: 05/20/2024
To whom it may concern,
Data privacy is a top priority for us and we are happy to assist *********************** with their Opt-Out request. While we are unable to guarantee that public data will not be made available again, we can confirm that *************************** information was removed and an email confirmation was sent on 05/20/2024. All associated records have been removed from our database and can no longer be located by our internal team, confirming the removal was a success. However, it is important to clear the browser's cache before completing a confirmation search in order to ensure updated results are seen rather than previously cached pages.
We appreciate the opportunity to help.
Sincerely,
Infotracer.com's ************* TeamCustomer Answer
Date: 05/21/2024
[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.
Regards,
*********************
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