Complaints

This profile includes complaints for Rently.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rently.com

  6300 Wilshire Blvd Ste 620 Los Angeles, CA 90048-5208

  
• 

  Rently.com

  880 Avenida Acaso Camarillo, CA 93012-8707

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:04/23/2025

  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 filing a formal complaint against Rently due to an ongoing issue with their app that has persisted for several weeks. Despite numerous attempts to seek assistance from Rentlys customer support, they have consistently failed to resolve the problem or acknowledge that the issue stems from their end rather than mine.Each time I contact customer service, I am guided through the same repetitive troubleshooting steps, none of which resolve the issue. I am then assured that the matter will be escalated and that I will receive follow-up assistanceyet no follow-up ever occurs.The specific issue I am facing is an inability to log into the Rently app. When I attempt to sign in, I receive an error message stating that my account is paused for verification. However, multiple Rently representatives have confirmed that my account is not paused. Furthermore, I can successfully log in via the mobile website without issue, which further proves that my account is fully active. Despite this, the app continues to deny access.Furthermore, I do not want to use the mobile websiteI expect the app to work. The mobile website is not an acceptable substitute, and I should not be forced to rely on it due to Rentlys team's failure to ensure the app functions properly. While scheduling home tours does work through the mobile website, completing these tours is ONLY possible via ****** Chrome, not Safari, forcing me to download a separate browser I do not wish to use.This issue has persisted for weeks, and I have spoken with over a dozen Rently representatives via phone and online chat. Unfortunately, no one has been able to provide a resolution, as they refuse to acknowledge that the problem is on their end.I am requesting that Rently take immediate action to investigate and resolve this issue. Their failure to address the matter has caused undue frustration and inconvenience. I urge the BBB to review this complaint and take the appropriate steps to hold Rently accountable.

  

  Business Response

  Date: 04/25/2025

  Good afternoon, 
  The original intaking agent provided the correct troubleshooting steps which should have resolved the issue, however a flaw in the app  prevented the steps from successfully resetting Erins access. While the intaking team did submit a case, there was a failure to communicate to the customer what steps were being taken to resolve her issue. Upon receiving an email requesting follow up from **** last Saturday, we took the steps below. 

  
  Upon review, the following steps have been taken: 

  
  1. Erins case was reassigned to a Technical Escalation specialist from the original support agents
  2. The Escalation specialist took over the communication with the Engineering team
  3. The Director of the technical support team escalated the case to the relevant department heads to ensure fast resolution. 
  4. The Escalation Specialist followed up and kept in communication with ****
  5. A temporary fix was implemented and the Escalation specialist communicated this directly to Erin 
  6. **** should now be able to tour properties through the app without issue 
  7. The Escalation specialist informed **** that she could now tour and my understanding is that **** was happy with the update to her case. 
  8. The permanent solution is in progress and should prevent an issue moving forward. 
  9. The Technical team will be working with the Renter support team to ensure that an improved process is implemented. We want to ensure that Renters receive quick responses and updates to their issues until resolved.  
  10. We will also implemented additional training for our Renter support managers to ensure that agents are following these processes effectively.  
  11. I will also be providing a credit of the touring fee back to **** for the difficulties she faced. 

  
  We will continue to use these moments to improve our product, processes and communication. We want to provide our users with the best experience possible, every time.
  Kind regards, 
  The Rently Team
  
  

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  On 3/12/2025 I registered on Rently website to view a property for rent @ ***********************************. I was unsuccessful in accessing the property. I called the helpdesk immediately while at the property. The customer service **** stated the reason why I was unsuccessful because of my phone was not an iphone and instructed me to contact the realtor who which did not return my phone for 4 days after I made 2 phone calls & left voice messages. Gave me the option of viewing the property using another option instead of using rently which I had already paid the fee. I never viewed the property instead I called rently and requested a refund & to cancel the service. And was told the refund will with 5-7 business day. Current to date the account was not cancelled & I never received the refund. I was told my bank to contact my bank & because it's a credit union account they are unable to provide a refund. I new that answer was not correct because I have merchants process credit /refunds to my card in the past without issue. The answer did not make no sense to me because rently received the funds. This place is very unprofessional and everytime you call and speak with someone you get a different answer.

  

  Business Response

  Date: 04/09/2025

  Good morning,

  Upon review, we identified the issue related to this interaction and have taken the following actions. 

  1. Re-issued the refund (Transaction id is ************.

  2. Pulled the newly hired agent from support channels for re-training.

  3. Reported the tour failure to our engineering team for review to identify the core issue.

  4. Cancelled the account as requested. (This may take up to 24 hours to reflect.).

  5. Implementing additional quality assurance checks to ensure all agents are communicating our processes and procedures correctly and consistently. 

  We apologize for any frustration or confusion caused by this interaction. We strive to help every renter find their ideal property. This is not a typical interaction, but not one we want to excuse by any means. We hope our actions help prevent situations like this in the future. 

  Sincerely, 

  The Rently Team

   

   

• Initial Complaint

  Date:03/24/2025

  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.

  I purchased a subscription a on Rently that would allow me to several requests to view homes across my area. Today, I was blocked from touring a home on my first attempt . I was told by customer service that the account would be unpaused but then I received an email that I would continue to be banned. This was my first attempt to tour a home so I have no idea why I would have been banned.

  

  Business Response

  Date: 03/25/2025

  Hello, 

  As it relates to this complaint, the ban is based on security criteria provided by individual property management companies. In this case the scoring was slightly over the property manager's criteria which triggered an automatic security ban. The agent that the customer spoke with did try to remove the ban, but because the scoring was over the limit the ban was later automatically pushed back. This security ban would only affect the homes managed by this one property manager and the customer would still be able to view any other homes listed by Rently. 

  Typically the process would be for the prospect to reach directly out to the ** for a guided showing as Rently cannot typically remove ** bans. With scores that are just marginally over we can make a judgement call, which we did in this case. 

  We were able to override the ban and refunded the touring service fee. I spoke with ******* on the phone, explained the situation and the remedy, so she can continue viewing these homes at no cost. 

  We are always continuing to work with the property managers who have this additional criteria, on improvements to make the customer journey more seamless. 

  We understand the frustation and confusion that this can cause and are working towards a lasting solution. Feel free to contact me with any further questions. 

  Kind Regards, 

  ******** *****, Director, Customer Support at **********************

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a subscription account on ******. This account was supposed to allow me to view homes across my area. Recently, I was blocked fromseeing first key homes on their platform. I was told by customer service that the account would be unpause by someone in 24 hours, and that has yet to happen.

  

  Business Response

  Date: 02/05/2025

  Hello - 

  We are sorry to hear of the recent pause to your account. After thorough review, we were able to remove appropriate pauses from your account.

  To support our app, Rently utilizes automated software in certain instances. We recognize the automated systems we employ to help manage these efforts dont always get it right. In this instance, our system auto flagged inconsistent IP addresses. 

  Thank you for your patience and understanding in this matter. Wishing you all the best in your home search!

  Should you have additional issues, please contact ******************************* directly. 

  Kindly, 

  Team Rently

• Initial Complaint

  Date:01/27/2025

  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.

  In June 2022 I moved into a new build home that came with keypad door locks which I later found was hosted by Rently. Upon reaching the 1 year **** in June 2023 I found that the rental service was no longer included and that I would have to continue with a monthly fee of $31.98. It was never explained to me that my doors would still work without paying the monthly fee. After being locked out of my home several times (due to weather related electricity outages) I decided to change the locks to keyed locks. In January 2024 I sent a request for immediate cancellation of Rentlys service effective immediately email communication was the only thing provided. It is not January 2025 and Rently is still charging me for the service that I no longer use or want. I have tried several times to reach someone and never receive a response. They do not provide a customer service number and email is the only option available. I believe this company is not engaging in ethical practices and I just want the service canceled and monies refunded to me that they are now illegally debiting from my account.

  

  Business Response

  Date: 01/29/2025

  Hello - 

  Thank you for your feedback. We apologize that our team left gaps in our communication. 

  Your case has been prioritized this week and a refund is on its way. Your CSM should've shared the status of the check, but for good measure ****************************** has shared the details again to the email you provided.

  Thank you for your patience in this matter. 

  Kindly, 

  Team Rently

• Initial Complaint

  Date:01/13/2025

  Type:Billing 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.

  Rently app paused my account for no apparent reasons. Im trying to view the homes, paid the money, did verification, produced my ssn. My account is paused why? I couldnt view any homes and Im in the process of moving fast.

  

  Business Response

  Date: 01/14/2025

  Hello - 
  Thank you for bringing this situation to our attention.

  After account review, we can confirm two unique property management companies placed a pause on your account. Each property management company places their own security and self guided tour criteria within the Rently platform. As such, you entered a flow with each of these companies. We've sent directions to your inbox so you may contact the specific property management companies to request pause removal. In the meantime, there are no other restrictions associated with your account! 
  
  Please be on the lookout for outreach from ******************************************************.

  Kindly, 
  Team Rently

  
  

• Initial Complaint

  Date:12/17/2024

  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 have paid the money in order to conduct self-guided tours with Rently. Each home Ive gone to self tour, I receive the attached notification. Ive spoke to several different **** and no one has been able to assist me with getting this corrected. Not to mention, since paying for the access, my days are counting down as well. So Ive basically paid for a service and Im not receiving anything. The last *** I spoke with hung up on me. I need an explanation as to why they keep giving me the run around and if like a refund if they cant get this corrected. This is very frustrating because Im driving to these properties, wasting time and gas, only to be hung up on.

  

  Business Response

  Date: 12/17/2024

  Hello - 

  Your complaint has been received and reviewed. Thank you for bringing this to our attention. 

  After thorough review, we've identified two accounts associated with the same email address, but two unique phone numbers. Per Rently protocol, only one unique phone number and one unique email may be associated with a singular account. Additionally, we recognized a mix of identity verification attempts (a male ID and a female ID) causing all accounts to be flagged. While frustrating in this situation, this auto flag serves as a safety precaution in many other instances.  We appreciate your understanding. 

  To proceed, please ensure both accounts are set up in full. We've sent an email your way inclusive of instructions to untangle the accounts.

  Both accounts, as it stands, are free of any pause. As you complete each account set up, I went ahead and refunded the charge of $11.99 and added a few tour credits courtesy of Rently. 

  Last, we've reviewed all calls and chat threads. We apologize that our agents did not have full visibility to untangle the accounts themselves. In situations such as this it is extremely difficult to diagnose rapidly and without all pertinent info. While we noticed room for improvement by our agents, we assure you our agents did not prematurely hang up. 

  Should you need additional support, please contact ****************************** directly. This will bypass agent support and connect you with the *** closest to your case. Thank you again, for your understanding. 

  Kindly, 

  Team Rently

• Initial Complaint

  Date:12/17/2024

  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.

   
  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.  I was able to tour two homes today and appreciate the help and resolution provided by Rently to  allow this to happen again.

  
  Sincerely,
  
  ******* ******

  continue viewing homes & told me I would be issued refunds, which I never got. My ******* arrived to the 1st of 6 homes we cleared our whole day for to tour yesterday & had already set up in rently, only to be unable to enter saying account was paused. I called and spent an hour on the phone and was told the pause was due to having multiple accounts, which I explained I was told to do. I was assured not to worry this would be fixed & was told that it was resolved, only to have the same thing happen when I tried to enter. I contacting rently AGAIN & was told my account is permanently paused due to me still trying to access the multiple accounts, despite being told not to!!! UNBELIEVABLE! The last person had told me he deleted all but 1 of the accounts I had to resolve the issue, so I decided to go & make sure they all were deleted & try one more time to start fresh. I paid again & when I tried to self tour it said paused again. I have done nothing wrong to be banned & feel scammed.

  

  Business Response

  Date: 12/23/2024

  Hello - 

  Thank you for bringing this situation to our attention. Utilizing the provided information, we've taken a deeper look at your account.

  First, we apologize for the conflicting directive by our agents. It is best practice not to make multiple accounts as security protocols may flag duplicate accounts - as you experienced.

  Next, utilizing the email associated with your review, we can confirm a singular property management company placed a pause on your account. Each property management company places their own security and self guided tour criteria within the Rently platform. As such, you entered a flow with this company. We've sent directions to your inbox so you may contact the specific property management company to request pause removal. In the meantime, there are no other restrictions associated with your account! 

  Within the same outreach email, we've requested further detail on any other accounts you may have made. Our goal is to untangle multiple accounts and ensure you have a singular dedicated account to utilize. Again, we apologize for the misinformation provided by our agent. We will be working with this individual to enhance their knowledge and utilize this example for team training purposes. 

  Last, we went ahead and initiated a refund of $11.99 posted on 10/25/2024. The remaining 3 charges look to be associated with a different account. Using any additional details you may be able to provide on other accounts, will help us to decipher appropriate credits relative to the charges on 11/16/2024, 12/6/2024, and 12/13/2024.

  We look forward to navigating a pathway forward. Please be on the lookout for outreach from ******************************************************

  Kindly, 

  Team Rently

• Initial Complaint

  Date:12/07/2024

  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.

  My Rently account was paused for no reason. I called Rently for weeks and told them I needed it unpaused because I was attempting to view homes in my area for immediate move in, but couldnt gain access. I told them I have no suspicious intentions and Im just asking for help. My account was never unpaused so I deleted it and created another one. Things did not resolve and I continued to call and ask for help numerous times. I have been emailing support for weeks as well, nobody has unpaused my account. They emailed me back saying that they will not unpause my account. Its not my fault my original account wasnt working, so I had to delete it and create another account. They have no right to act like Im suspicious when Ive been telling them Im a legit person struggling with their awful technology. Well now I cant move until things are fixed because the property management companies **** send me alternative ways to view the properties. Rently is ruining my life and just tells me to go away when I have no choice but to use the Rently app. If I could find an alternative option I wouldnot to mention the fact they have accepted my unlimited tour payment but havent provided me with any helpful services or resources.

  

  Business Response

  Date: 12/12/2024

  Hello - 

  We apologize for the inconvenience caused. Thank you for bringing this situation to our attention. After reviewing your account, Team ********************** was able to remove a few of pauses within our control. Additional action will be needed on your part to contact specific property management companies to request pause removal. Please be on the lookout for communication from ****************************************************** outlining appropriate property management contacts. Should you need additional support or aide contacting the property management companies, do not hesitate to contact ******************************************************. 

  Kindly,
  Team Rently