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:06/17/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  The smart lock indicates unlocked when it it locked and locked when it is unlocked almost all of the time on the cellphone software program. the contact sensor and armed security never works because the contact sensor is either stuck as broken contact or is offline. they overcharge.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am a resident of *********** in *********, **. On 1/14, each apartment was upgraded to your Smart Rent Fusion control panel. My understanding this would be an easy process, however, it was not as i left for work that day with my two huskies home in my apartment. The window was left partially open and the temperature was turned off as the apartment stayed about 65 ********** apartment was entered into about 12:47pm EST per the alert I received on my cell phone, however when I got home around 445pm EST discoered my two huskies on the floor of my ktichen breathing heavly. It turns out the technican had shut the window to my apartment and set the tempature of the newly installed equpeiment to 90 degrees and left. In this process my two huskies were locked in a heat box with no water as they had drank all of their water. I was furious, I informed the front office of my apartment of what happen, to which an email was sent.Afterward I ran into the group of technicians and informed them what happened and to my shock, they just scoffed at my request and I walked away before more than words were exchanged.None of my two huskies have any long-term issues. However, due to the sheer incompetence of the staff hired to complete this task, I am going to leave reviews everywhere I can to ensure the public is aware of the level of stupidity some of your technicians pose.

• Initial Complaint

  Date:12/13/2024

  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 am writing to formally file a complaint regarding SmartRent, a service included with my apartment for which I pay $135 per month. Despite paying for this service, I have been unable to resolve an issue and have received no effective assistance from SmartRent's support team.The lack of responsiveness and accountability from SmartRent is unacceptable, especially considering the monthly fee I am required to pay for this service as part of my apartments amenities. I have attempted to contact their customer service multiple times, but my issue remains unresolved, leaving me frustrated and dissatisfied.I kindly request the BBBs assistance in ensuring SmartRent takes appropriate action to resolve my issue promptly or provides compensation for the lack of service I have experienced.Thank you for your attention to this matter. I am hopeful for a resolution soon.

  Business Response

  Date: 12/21/2024

  We are reviewing your complaint and will get back to you next week before the holiday 

  Legal Department 

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair 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.

  SmartRent provides and services electronics in my rental apartment such as my front door lock and thermostat. My **/Thermostat was broken so I contacted SmartRent for assistance. They insisted I contact my apartment community for assistance. I contacted maintenance in my rental community and they replaced the ** unit in efforts to fix the issue. However the issue persisted. SmartRent was not assisting me as they are very difficult to contact. As a result I became very sick due to the constant hot/cold temperature changes and my electric bill skyrocketed. This continued for 3 months. With the help of my apartment association we were able to get a new thermostat as the device they provided was faulty. SmartRent has verbally confirmed their device was faulty. I asked for financial compensation for my troubles as my FPL bill was extremely high due to their faulty device. They said they would and asked me to provide documents of my FPL bill. I did that immediately but have been ignoring my emails and phone calls since. It has been a month. I told them I have no choice but to contact the BBB as I have been cooperating and very patient with them.

  Business Response

  Date: 07/19/2023

  Thank you for contacting us.

  We are reviewing your comments and will get back to you by the end of the week with a response.

  SmartRent 

  Customer Answer

  Date: 07/19/2023

  I have been very patient for months. A resolution needs to be made ASAP.

  Business Response

  Date: 07/19/2023

  Thank you for bringing this matter to our attention. We appreciate your feedback because it allows us to look at ways to improve our services. We understand it can be frustrating when your home's devices(e.g., front door lock and thermostat) may not be working properly. 

  
  

  SmartRent provides a platform that allows rental communities to integrate with various devices through use of our cloud-based enterprise software. The rental community owns and maintains the devices, not SmartRent. SmartRent does not have the authority to repair the device on behalf of your rental community, which is why SmartRent customer support referred you to the rental community. However, we will review your situation with the customer support team so any future situations may be better communicated.
  
  We would be happy to relay this message to the rental community. Please don't hesitate to submit your feedback to ********************************. Thank you for taking the time to provide us with valuable feedback.

• Initial Complaint

  Date:12/10/2022

  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.

  My apartment now has a smart thermostat installed. I'm having difficulty programming it (I just want to establish the traditional weekday/weekend schedule, based on 4 time periods in a day). I tried enlisting a family member's help. We went online to retrieve the user manual. But the manual instructions don't match the thermostat's interface (apparently you must go through a designated support service). So my family member, with my explicit permission, called the designated service support.However the representatives don't seem to have enough experience to answer the simplest user question for this thermostat. 2nd, every time my family member contacts the support service, they insist I re-authorize this person repeatedly (they refuse to just note the account). 3rd, we tried sending very simple and specific questions by email (e.g. to verify whether the smart thermometer is a Honeywell Home ProSeries T10 or T6 model?) But the representatives never answer any simple/specific questions like this, nor do they answer any broad questions (e.g. what functionalities the device can/can't do to begin with). In summary, this company's representatives only seem able to send out links for individual hypertext clips of text, that are incomplete and unhelpful, and then call it a day for themselves.So here I am stuck, unable to control my hvac thermostat because this designated support service is either unable or unwilling to provide any actual support for their devices.In resolution to this problem, I would ask the following from this company:1) please provide us with the name, title, and complete contact information of someone who is capable of providing the necessary support for this specific smart thermostat in my apartment; 2) confirm the specific model of the smart thermostat in my apartment;3) provide a complete user manual for the specific smart thermostat in my apartment;4) reply by email to any specific questions that the comprehensive manual does not include/mention regarding the specific smart thermostat in my apartment; and 5) provide the name, title, and complete contact information of the designated person's supervisor, should we continue to encounter the lack of support and further escalation is required.

  Business Response

  Date: 12/12/2022

  ************:
  
  Thank you for reaching out.  Please be advised that one of our customer support representatives will be reaching out to you via telephone (since you left your phone number with the BBB inquiry). We believe that this telephone call will sufficiently resolve your concerns and close this inquiry.
  Please let us know if you need further assistance, once you speak with the support representative.

  SmartRent, **** Team 

  Customer Answer

  Date: 12/13/2022

  1st, I provided my phone# only because the BBB complaint required it.
  

  2nd, I do not wish to have my support questions addressed by phone. If it had worked the first 3 times, there obviously would have been no need for me to file a complaint with the BBB.

  3rd, there would be no better support than what I've already requested: confirmation of my specific thermostat model; a complete manual for my specific thermostat model; and the name & full contact information & email address of an effective company representative (and and that of his/her direct Supervisor, in case the company continues to fail in providing support).
  

  Fourth, it should be obvious that the customer would need to address these technical questions when they have time and ideally when they are in the presence of the device requiring support--not whenever is most convenient for the company to speak to customers. If the company claims to offer widespread support, why the need to catch customers by surprise and unawares?
  

  *This response by the company is just another effort to "say" they had been responsive to a complaint, while actually failing again to take any recognizable "action" to provide product support.
  

   

  Business Response

  Date: 12/14/2022

  
  ***********
  
  Our customer service team has reached out to you on two separate occasions. While it may not have been the most convenient time for you, please feel free to call ** when you are home and in front of your thermostat. 
  
  Here are answers to some of your previous questions which will hopefully guide you towards a resolution:
  
  Thermostat Model: Honeywell T6 Thermostat (was provided to you on Saturday, 12/10).
  Manual for Thermostat model:  Documentation and articles on how to use your specific Thermostat model were sent to you on Saturday, 12/10. You can also find the manual on Honeywell's website, which you appear to have done but noted that the interface is not exactly the same.
  
  Name & contact information & of Company representative: We do not provide personal contact information of our agents since all communication needs to be trackable via our internal system of record and we don't have extensions. You are welcome to call us back at ************** and ask specifically for ***** as she is currently working your ticket.  
  Supervisor Contact: *************************,email: **************************************************,contact: ************** 
  
  Please let us know if your issue is resolved after going through these steps.
  
  Thank you 

  Customer Answer

  Date: 12/18/2022

  In response to the latest message regarding this complaint (received Wednesday 12/14/2022):

   

  1) Is it not true that smartRent previously confirmed the specific thermostat model in question. If they had, I would not have had to go to the BBB for assistance. *********************** only verified this in her email to me on 12/14/2022 (after the BBB complaint was filed).
  

  2) It is not true that smartRent claims the manufacturer's instructions (which I found myself online) are only "slightly" different than the thermostat's physical interface or their app. They don't match at all and therefore the manufacturer's instructions are unusable. I sent another email to *********************** today again asking her to send me the complete manual for the actual physical interface and their app. Currently waiting for her reply.
  

  3) It is not true that smartRent already sent me the complete manual for their specific app interface. Their reps initially only sent me links to individual hypercard instructions that were incomplete and usually the wrong functions than I requested. (in addition, their hypercard links include additional links throughout; however, the links often jump to a different hypercard for an entirely different thermostat model).
  

  4) Thank you to smartRent for finally providing the name and contact information for an effective representative (and her supervisor should it be necessary).

  5) Currently waiting for *********************** to send me the complete user manual for my specific thermostat model, so I can answer all the questions I have, as previously asked multiple times. And if the manual turns out not capable of answering all the basic questions a user would have, I will certainly reach out to *************************. Thank you.
  

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair 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.

  SmartRent provides smart home services for my apartment complex. The services were formerly provided by a company called Iquue, which SmarRent has acquired. Each apartment has a smart hub that allows us to control a door lock and a thermostat. The hubs that were provided by ***** also had many more features, such as being about to trigger my door to lock/unlock based on the *** location of my phone. This is a STANDARD feature in smart home platforms. Iquue utilized the ******* SmartThings app, which is an app developed by *******. The Iquue hub was able to utilize all the features that ******* provided since Iquue had integrations with this ******* app.In July, SmartRent removed all the Iquue hubs from our apartments and replaced them with their own proprietary hub. SmartRent does not provide any 3rd party integrations or many of the features that I was utilizing on the old system. They use their own proprietary app that is extremely feature-limited. Automation features in their app do not allow for ***-based device triggers. There is no integration with 3rd party devices, such as personal devices I own that are not provided by my apartment complex. There is no integration with 3rd party services, such as Home Assistant. The old Iquue provided all of this and did so very well.SmartRent CAN NOT be allowed to acquire companies and then replace their products with inferior services.I have tried to contact SmartRent many times regarding this. I have requested these features be added and revised no confirmation that they will ever come. I've requested to meet with the technical director of their iOS to try to obtain this information. That was not permitted. I've also attempted to speak with a low-level manager, 3 times now regarding this, and have been told 3 times one was unavailable and would contact me. I've still yet to have a manager contact me.

  Business Response

  Date: 07/19/2023

  Thank you for bringing this matter to our attention. We appreciate your feedback because it allows us to look at ways to improve our services. We assure you that resident feedback is taken into account during the development of our services. 

  
  

  Your frustrations with losing some features, such as geo-fencing and specific third-party integrations, are unfortunate. We can appreciate that the goals and features of SmartRent solutions may differ from that of ********* solutions. While we appreciate your concerns regarding geo-fencing, unfortunately, we continue to receive pushback from residents and communities regarding the privacy concerns associated with adding geo-fencing features. Regarding integrations, SmartRent does offer integrations such as Amazon ****** However, based on resident feedback, SmartRent continues to look at future third-party integrations.

  
  Please don't hesitate to submit your product feedback to ********************************, and that feedback will be provided to our product team. Thank you for taking the time to provide us with valuable feedback.