Complaints

The 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:12/06/2023

  Type:Customer Service Issues
  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 reviewing my emails and noticed an email from SingleKey offering tenant insurance. Reading it, I noticed someone ran my credit check without my content. I do not recall giving content to run my credit check with third parties. I was looking into renting a condo, but I was providing all credit reports myself or my real estate agent was running it through the brokerage. The email from SingleKey states that "my landlord named ********* *********" ran a credit check that affected my credit score!!!!! Firstly, the person who ran a credit check is not my landlord, as I never rent a condo from them. Secondly, I've never given content for a credit check to a random person. My concern is that when "landlords" run or apply for a tenant's credit check, how do you ensure that that particular person actually has content from "the tenant"? As a tenant, I see it as a violation of our privacy!!!! Someone can pay you and get all the private info they need.

  Business Response

  Date: 14/06/2023

  Hi,
  
  Singlekey has reached out to *** *********** regarding her complaint. She understands that a consent form was signed on April 15, 2023. Mrs. *********** was going to retract her complaint as this is between both parties.
  
  Regards,
  
  Singlekey Customer Relations

• Initial Complaint

  Date:04/05/2023

  Type:Customer Service Issues
  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.

  My name is ******** *****, I am using SingleKey's "RentGauarantee" service. My tenant had informed me few days ago that he needs to break the lease.
  
  I did not want to respond since I did not want to violate any terms without me knowing.
  
  I have called and emailed the company multiple times to ask about next steps. They never pickup and when they replied via email they sent me a form that is related to properties in Canada!
  
  I tried to file a claim using the USA Financial Services website and I could not find any records for them. ** **** **** **** ******* ** * ******** ****. They have been charging monthly fees for nothing for the past year.
  
  I did not even get any confirmation when I have submitted the claim via the portal
  
  I noticed that even their Cheif Commercial Officer is on the email!

  Business Response

  Date: 19/05/2023

  Dear Mr. *****,
  
  We understand how daunting it can be to navigate through these types of issues, and we apologize for any inconvenience or stress caused by the delay in response. As soon as we received your request, Singlekey promptly forwarded it to our partners at ***** ********* **********, where ******, their Senior VP, is now actively working on it.
  
  In addition, our Chief Commercial Officer has personally responded to your email a few weeks ago, providing further details regarding your request. We also want to assure you that we are closely monitoring the situation and doing everything within our power to ensure a speedy resolution. 
  
  We believe in providing exceptional service, and we are committed to keeping you informed and engaged throughout this process. Please do not hesitate to reach out to World Insurance. 
  
  Thank you for your continued patience and trust in our services.
  
  Sincerely,

  Customer Answer

  Date: 22/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:27/02/2023

  Type:Service or Repair Issues
  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 signed up with Singlekey for Rent Collection based on a verbal referral from someone.
  My tenant submitted all requested information on time.
  First rent was collected on time on 15th February by Singlekey (withdrawn from my tenant's account)
  It is now 27th February and Singlekey has still not deposited the rent into my account. I have emailed and spoken to the customer service department numerous times and they have advised that there was a system issue (apparently they switched over to another system) and all transactions from 15th February onwards were affected. However the money was withdrawn from my tenant's account on time! Now
  I keep getting told that my transaction is "in progress" and was initially advised that it would be 3-5 business days, then advised to add an extra day for processing due to long weekend (Monday 20th was a stat holiday in Ontario), then advised again advised that I would receive the rent by end of the week ( 24th February) and then finally advised that they have no timelines as to when I would receive my rent as transactions were being processed "manually".
  This makes no sense and I have repeatedly requested a manager to call and advise of when I will get my rent deposited into my account but noone has called me back as yet.

  Business Response

  Date: 28/02/2023

  Hi,
  
  Singlekey has sorted out the delay with the 3rd party. Deposit is complete.
  
  Confirmed by Mrs.*****.
  
  Regards,
  
  Cigdem 

  Customer Answer

  Date: 02/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:16/02/2023

  Type:Billing Issues
  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.

  In December 2022 I've applied for SingleKey Rent Guarantee insurance program for the second year in the row.
  
  The SingleKey employee confirmed via E-mail the yearly price of 1242$, *** ******** ******* *** ***** ****** *** *******. The SingleKey employee also assured me that unused portion of previous year Rent Guarantee insurance for amount of 110$ will be credited to my account and used for next year payment. The year 2022 ended but no invoice was sent to me.
  
  In January 2023 I've contacted SingleKey again about payment and finally got invoice to pay. However I was surprised that amount of 1320$ doesn't reflect any promises given to me before.
  
  I've contacted SingleKey again and I was told to pay amount of 1320$ and then I quote
  "Once you have paid, we will go ahead and process a credit back to your original payment method for the refund that you are requesting."
  
  Needless to say that once I paid to SingleKey, they stopped to respond to me and simply ignored me. I've attempted to contact SingleKey numerous times, without any success.
  
  This company unfortunately doesn't understand that building mutual trust will take time, but destroying mutual trust is very quick and simple. Seems like they are more interested to steal some money from customers now than building long term relationship with client.
  
  In addition SingleKey pretend to forget its own promise published on the corporate website about
  two free credit checks for clients of Rent Guarantee program.
  
  Based on described above I request the following refunds from SingleKey:
  
  78$ for offered discount price of 1242$
  110$ for last year unused month of Rent Guarantee
  56.48$ Credit Check refund for current tenants
  
  For total of 244.48$

  Business Response

  Date: 23/02/2023

  Hi Mr.*****,
  
  Your refund has been deposited into your card ending in **** & ****. You should see the amount credited to your account in about 3-5 business days.
  
  If you don't see the refund in your account, send us an email at [email protected] and we will look into it for you. 
  
  Regards,
  
  Customer relations department 

  Customer Answer

  Date: 23/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:07/02/2023

  Type:Order Issues
  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.

  Singlekey com has processed a credit application that our landlord ************ filled out on our behalf mine and my partners Information was used without consent effecting our credit report
  He filled out applications using mine and my partners information to ********* gain access to our info

  Business Response

  Date: 22/02/2023

  Mr. ****** ****,
  
  We were informed that you & your landlord are currently in a legal dispute. Landlord would have received consent to run credit checks and background checks as part of the tenant's initial application to their property.Consent typically continues in these scenarios, as the tenant continued to rent from the landlord.
  Unfortunately, due to the circumstances, neither the landlord nor their lawyer has responded to our requests for information, and the landlord refuses to answer SingleKey's calls and cooperate for a resolution. We have blocked the landlord from using our system and gaining access to the tenant's report.
  
  Regards,
  
  Singlekey

  Customer Answer

  Date: 23/02/2023

  Complaint: 19329047

  
  

  I am rejecting this response because:

  We never filed out am application for the house we rent we provided all credit related matter ourselves and never authorized anyone to do so on our part. Our landlord ran this years after moving in which is unacceptable and ***** to fill out things pretending to be us for si gle key to allow things to progress without our authorization which is apparently therefore step is fraud there own website states authorization is the first step and yet they provided our landlord everything without it. As a business they should be penalized that is fruad on the business and the landlords behalf 

  Sincerely,

  
  ****** ****