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Review 8/24/2011
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If I could give this place negative stars, I would.
I just referred Infinity Rentals to the Better Business Bureau, as well.
The service I received after paying the additional $20 to be a premium customer was appalling. I had 72 hours to find an apartment and was promised a high quality service. After calling customer service over and over, reminding them I was a "premium" customer and should be receiving emails within the hour, I would hear nothing. In fact, I never heard back about the specific post to which I had responded initially, leading me to believe it was a hook. When I called about my emails, the person on the phone said he saw them sitting in his inbox. At one point, someone told me that I wasn't being helped because the guy who was supposed to help me had a death in the family, which was information that was uncomfortable to hear and had nothing to do with the service at hand.
I was instructed to write a letter to the company when I asked for a full refund. I wrote the letter on July 25, 2011. I heard nothing back. On August 19, 2011 I called and asked whether they had received my letter. They said they had and it would go out that day to the billing department. I said that it was a strange coincidence that the day I called was the day my letter was going out. The person said all letters go out on Friday. I asked why it didn't go out last Friday. She answered that it would go out this Friday. I was then instructed to call back after 2 business days.
I called back 2 business days later and was put on hold and then disconnected. I called back again to follow up with the refund. They said the refund would post in my account that evening and I would get a confirmation email with the details that night. She said if it didn't post, I should call back in 48 hours. It didn't post. I called back the next day, rather than wait the 48 hours. After going over my story for the millionth time, the customer service rep asked me if the billing department could call me back. I said I preferred to call them, because so far I have not been successful with anything regarding their customer service. To my surprise, the owner of the company called me directly. Unfortunately, I had been told early in the process that the owner takes refunds very seriously and reads every letter that is sent to the office. It was very clear that he had not read my letter. He said that I would receive an email tonight and should be refunded no later than 48 hours from now.
If you read reviews of this company on other websites they are almost always either really good or really terrible. From a consumer perspective, this concerns me. Experiences shouldn't vary to such degrees.
I hope the Better Business Bureau of CA and PA look into Infinity Rentals and I hope no one has to go through this process. I encourage others to follow through with getting a full refund and reporting them to the BBB. This company should not be making a profit off of people that don't get what they signed up for.
I'll repost if I don't get my refund in 48 hours. Currently, not optimistic.
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