Report: #841066

Complaint Review:

  • Submitted: Fri, February 17, 2012
  • Updated: Fri, February 17, 2012
  • Reported By: Rico6928R — Dallas Texas USA

    United States of America refuses to refund yearly payment for services no longer provided, Internet

*UPDATE Employee: Re: Services no longer provided

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I signed up for services Oct. 5, 2011. I paid $35.40 for one year. I thought it might prove helpful in my business. To some extent, it did. I fully intended to keep the service for at least a year.

When I signed up, I was able to get information on just about everyone I searched for. That information included their age, birthday, marital status, a photo of their home or area of business and considerable other information.

However, the last month or so, I've not been able to access any of this information. Not on any name, real or not. I did do a rather extensive test today and was able to access a limited amount of information on one or two made-up names in Texas. But the amount of information now available is minimal and worthless.

I am only able to get a list of names and various addresses. That information is available anywhere. The information for which I paid is not available. I asked Spokeo for a refund because the searches are now worthless.

Today, I got this email message in answer to that request:

"Spokeo Dispute Resolution Team (SJ), Feb 17 10:09 am (PST):

A Spokeo claims specialist has reviewed the case and determined that this case not meet the criteria for a refund.
Dispute Customer ID: XXXXXX
Determination: Refund Not Approved
Message from Claims Specialist:

Dear XYZ,

Normally, refunds are not awarded for a case in your category. In addition, there have been numerous comprehensive searches performed on the account since October, which have incurred costs for us. As such, we cannot offer you a refund of any kind. I do understand that you have been disappointed and apologize for the inconvenience you have been put through. Please keep in mind when submitting your transaction and clicking the small box you are agreeing to our Terms of Use, Privacy Policy, Plan Specifications, and that our subscriptions are non-refundable. Without clicking that small box indicating that you agree, there would have been no way to charge your credit card to purchase a subscription.

I regret to inform you that Spokeo does have a no-refund policy. Our no-refund policy is stated our Terms of Use and clearly explains that subscriptions are non-refundable, and will remain active for auto-renewal until canceled. This was consented at the time of purchase. I apologize if this was unclear in any way.

Dispute Resolution Team
About Your Claim Category:

Spokeo would like to remind all customers that all Spokeo's subscription model is based on monthly, quarterly, semi-annually, or annually recurring increments. Our website and payment page clearly states our subscription costs. Displayed prices are broken down to the cost per month and deducted accordingly as one payment per subscription period. A screenshot of this payment page can be provided as proof if requested.

Spokeo's subscription terms and conditions are also displayed twice - the first on our payment page, and then again in a follow-up email confirming the subscription receipt ID as well as amount deducted. Our no-refund policy, which is on the "Terms of Use" page, explains clearly that payments are non-refundable, and subscriptions will remain active until deleted (which can be done at any time by users or through customer service).

It is also important to note all consumers have the responsibility of considering the suitability of the product in accordance to your needs, exercising careful judgment and in some cases, carrying out the necessary research before making the purchase. By clicking "Submit," users agree to abide to all Terms of Use."

I don't know why no longer provides the searches it purports to provide. I only feel that I have been cheated out of both the service and my money.
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This report was posted on Ripoff Report on 02/17/2012 04:19 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 UPDATE Employee

Re: Services no longer provided

AUTHOR: Spokeo Inc. - (United States of America)

Dear Spokeo User,

I'm sorry to hear that our service did not meet your expectations. Spokeo showcases the power of information aggregation, as the data is gathered from a multitude of different sources, such as social networks, public records, phone listings, marketing surveys and more. We also organize the information so that it makes sense for you, as a user. However, machine aggregation has its limits. Since there is no human involved, the data is not verified and might not be accurate. Moreover, many sources do not refresh their data often. Our Terms of Use states clearly that we are a Search Engine, and do not create, maintain or modify any of the information you see. For this reason, we cannot guarantee full or accurate information for every name, phone number, email address or username you search for, as the results vary so much from person to person. We are only as good as our sources, and our engineers are working hard on new algorithms to improve our data accuracy. I do apologize again for the inconvenience.

I am not sure what the problem may have been with your limited access to the search results, since we do not limit access to premium results over time. It may have been that you reached your search quotas for that particular month, or even, that you were not properly logged in to your account before completing these searches. In any case, we wish to fully resolve this issue for you. Please do not hesitate to get in touch with us though our contact page so that we can better assist you.


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