BBB ACCREDITED BUSINESS SINCE 04/18/2005

Realtytrac.com

(877) 888-8722 1 Venture Plaza Suite 300, Irvine, CA 92618

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Description

This company's business is providing real estate information services.

BBB Accreditation

A BBB Accredited business since 04/18/2005.

BBB has determined that this business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business's products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business's product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised this business's rating include:

Length of time business has been operatingComplaint volume filed with BBB for business of this sizeResponse to complaint(s) filed against businessResolution of complaint(s) filed against businessBBB has sufficient background information on this business

Customer Complaints Summary

198 complaints closed with BBB in last 3 years | 50 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising / Sales Issues 67
Billing / Collection Issues 95
Problems with Product / Service 36
Delivery Issues 0
Guarantee / Warranty Issues 0
Total Closed Complaints 198

Additional Complaint Information

Most complainants allege unauthorized credit or debit card charges relating to the 7 day trial offer. Other customers complain of unclear disclosures, or that they experience difficulties implementing cancellation procedures. Other complainants allege that they agreed to a trial offer only, and was not aware they were enrolled in a subscription service. Other customers complain the company continues billing after cancellation, or that the company provides their billing information to other businesses who bill for third party products or services . The company responds to most complaints by agreeing to cancel subscriptions and issue refunds.

Complaint Details | Definitions | BBB Complaint Process | File a Complaint

  • Government Actions

    BBB has no information regarding government actions at this time.

    What government actions does BBB report on?

  • Advertising Review

    On December 7, 2011 we wrote to this company concerning their on line disclosures pertaining to their free trial offer. Our concerns were that disclosures did not clearly convey to viewers cancellation timelines and methods for canceling to avoid future subscription charges. The company responded on December 29, 2011 by advising our office that the "Trial Period Terms and Conditions" will be revised within the next 30 days to implement changes to more clearly communicate that cancellation can occur anytime during the trial period. The company also agreed to discontinue the $5 cancellation fee, honor all online cancellations, and agreed to discontinue using pre-checked boxes on their website..

    What is BBB Advertising Review?

Additional Information

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13159967
BBB file opened: 9/24/2001 Business started: 2/9/1995
Contact Information
Rob Loschiavo - Director
    Brandon Moore (CEO)Christopher Rudow ()Member Relations ()
Number of Employees

80

Business Category

Real Estate Information Services

Alternate Business Names
Realtytrac.comRealty Trac, Inc.
Alternate Web Sites
Industry Tips
This company sells real estate and foreclosure information on a monthly subscription plan billed at $49.95 per month with a negative option cancellation policy. The company's website also offers the service as a 7 day free trial. Upon the expiration of the 7 day free trial, you will be enrolled in a subscription program and billed monthly for the $49.95 subscription fee until you cancel.

We urge caution before agreeing to trial offers or giving your credit card number to unfamiliar companies with unfamiliar products. This company requires those responding to the free trial offer, to provide a payment method as a condition of using the free trial period. Once your credit card number or other payment information has been has been provided, it will remain on file with the seller for billing purposes. If you forget to cancel, or for any reason fail to do so, your card or account number is readily available to bill for your first month's membership fee. Other offers advertised on the website by third party companies also offering free trials may also utilize your billing information.

This company's free trial is conditional upon providing payment information. FTC Guidelines for advertising this type of offer require that all terms and conditions of the offer, as well as cancellation instructions, be clearly and conspicuously displayed in at least 10 point type before asking for payment or obtaining the customer's consent. Clearly and conspicuously means, NOT disclosed in microscopic print accessed by a web blink to another site, but rather, disclosed along with the free trial solicitation.

Regardless, many consumers overlook the advisory, and are unaware of the charge until their next monthly credit card statement. In this company's case, some consumers complain they are unable to cancel services by using the instruction provided by the company. Industry guidelines require marketers to provide a fast easy method of canceling, either by mail, phone, or website, Failure to do so may be a violation of consumer protection laws.

Most credit card issuers will allow the cardholder 60 days to dispute an unauthorized or inaccurate charge. Review your monthly statement carefully. If you discover a charge which is unfamiliar, investigate and dispute the amount with your card issuer as soon as possible to protect yourself from making unwanted purchases.