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:03/19/2025

  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 received a call from one of my employees stating she applied for an apartment rental and was informed and threatened that she had been using fraudulent/altered paystubs. She stated the company uses Snappt. I reached out to Snappt, and they told me they did a re-investigation (email me back in less than an hour) and that it was correct. I was perplexed as I am the company's President. We utilize Gusto payroll services. Whatever AI-assisted algorithm they are using is flawed. If there was an investigation, I need a copy of said investigation.

  

  Business Response

  Date: 03/24/2025

  Hi A*****,
  If your employee needs further assistance regarding this matter, they can contact our support team or work directly with the property where they applied. We can then address any concerns they may have. Thank you!

• Initial Complaint

  Date:03/05/2025

  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.

  Few things here: SNAPPT is not only claiming that my submitted documents are edited/fraudulent, but are not responsive in my requests top obtain further details of this accusation and assistance in getting the resolved properly to address the matter. This has been ongoing for approximately a month now here I have been doing everything possible to get a human contact To my knowledge every interaction so far has been automated and if that is not the case, the customer support has been completely incompetent, unresponsive, and unhelpful. The documents I downloaded and submitted (paystubs) are not edited and due to the wrongful flagging it has caused massive tenancy issues/delays for myself and with the support I am to be getting with my new employer. This flagging by SNAPPT now flags me in a larger scale system of an apartment community with a large global portfolio which I should not be denied from. I need this resolved with human assistance as the AI computer system is unable to direct me properly AND if it already wrongfully flagged me as fraud it is clearly not reliable without proper human support. This is a HUGE discrepancy and this goes for possible for potential false positives as well. I will also preface this by saying I tried using their dispute system/email in which the computer automated the same flagging and puts me in the same loop. I have followed up everyday for over a week asking for human support (as the unreliable website bot suggests.)

  

  Business Response

  Date: 03/10/2025

  Dear Ms. M*****,
  Thank you for bringing your concerns to our attention. We understand your frustration regarding the verification of your submitted paystubs and your apartment application process with Avalon Bay.
  Our team has thoroughly reviewed your submissions and the subsequent evaluations. We understand that you submitted multiple documents over several dates.
  
  Initial Paystub Submissions (February 1, 2025)
  Our technology initially identified the paystubs you provided as having structural integrity issues. This determination was reviewed and confirmed by multiple members of our fraud operations team.

  Subsequent Submissions (February 11, 12, and 18, 2025)
  We acknowledge that you later submitted bank statements and additional paystubs, which were correctly identified as clean with no edits found. This confirms that you have submitted appropriate documentation for your application process with Avalon Bay.
  
  Dispute Process
  

  We understand that you attempted to use our dispute system. Our technology analyzes thousands of data points within documents, and at times, this results in a document being flagged as edited. After multiple reviews, the original determination was upheld. We are confident in the accuracy of our system’s ability to identify altered documents.

  Please be assured that our assessments are based only on the documents submitted for verification and are provided to property management companies. The final decision regarding your application rests with Avalon Bay, and we have communicated with them to ensure they have all the relevant information.

  Please note: Our customer support process is overseen by real humans, but we do have specific legal language that we use to ensure both compliance and clarity in our communication.

  For any further questions regarding your application, please contact Avalon Bay.
  
  Kind Regards,
  Snappt Customer Experience Team

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: 23021218
  
  I am rejecting this response because:

  you have given no detail as to was is edited, first of all. Second I know for a fact the paystubs I have given you and every number, name, detail, on it came from my companies site. Which means no, your system is not accurate or correct and you continue to not actually deal with the issue. I don’t not care that you pulled up other submittals and do not understand why you bring up contact the apartment complex when I am here to resolve only with SNAPPT. You are claiming my document as fraud and it is not. That is the issue. I have asked multiple times for a call to discuss and yet no one can do that. I have asked for a DETAILED explanation of what is “edited” I have asked what can trigger your system such as a document name change, it being an editable pdf, etc. and you all continue to give a generic answer. “Our system is correct.” Yeah because you don’t want to actually deal with helping a customer who is being wrongfully flagged. Please address this issue properly because this claim that I have given you false documents proves to show your system is not reliable. I have worked with Nuro networks, trained, and provided the data. I know that computer can be mostly accurate but have error and then it needs human assistance. THIS is that case. You system should be able to tell you and me what is being triggered. I need this information because moving forward how am I supposed to know what set your system off when I provided REAL documents. Literally no way I can prevent this in the future because these are paystubs from UKG and Workday. 

  
  
  Regards,
  
  ******* M*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/13/2025

  Hi *******,

  For further support with this issue, please reach out to the property team.

  Thank you!

  Customer Answer

  Date: 03/14/2025

  
  
  Complaint: 23021218
  
  I am rejecting this response because:

  I am not reach back out to the property because they are not the ones flagging my document, SNAPPT is. I am again requesting further detail on the edited claim. My documents are real and all the information on the paystub is true and accurate. I need to understand what set your system off because there’s nothing more I could have done because I gave you legitimate paystubs. So again, it being an editable PDF or whatever that could be. With whatever info you find you will see that this is wrongfully flagged and all I am asking is for the further details and examination.
  

  Again, all this is going to show this company does not want to assist in making things right with people who shouldn’t be affected. I am happy to put myself on the spotlight to get this resolved because I have nothing to hide and I know the items I have provided are real and true. 

  
  
  Regards,
  
  ******* M*****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/21/2024

  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.

  Snappt app is rejecting valid documentation preventing people from getting into apartment approval. It is completely frustrating considering the process of being approved for housing. I amSdelayed on my process of moving because of the snappt website. NO FAIR!!! Everything is not FRAUD. Snappt system does not allow downloads unless you download from the sites. WEIRD

  

  Business Response

  Date: 12/04/2024

  Hi K****, to ensure an accurate review of the document, our product requires documents to be downloaded directly from the financial institution. Unfortunately, screenshots or print-to-PDF versions cannot be processed by our technology and, as a result, are rejected. This requirement is clearly communicated through our product messaging and reinforced by the property team. If you have any further questions, please reach out to [email protected]. Thank you for understanding.
  
  

• Initial Complaint

  Date:10/22/2024

  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.

  Applied for an apartment and was denied due to Snappt report stating it my paystubs were fraudulent. I've been working with the company for over 30 years and my paystubs are legitimate. I've made several attempts to add my paystubs. Your system provided false information and has given me a defamation of character. All information provided to the apartment complex was real and legitimate. Snappt needs to provide the Correct Verification of Income. Apartment location is taking fees and stating legitimate paystubs are fraudulent. An investigation needs to occur. Especially when I've paid fees and they have provided wrong information. Date of Initial Snappt denial 10/12; Date of Transaction: 10/12 $20

  

  Business Response

  Date: 10/23/2024

  Our team has reviewed the documents you submitted this month. Snappt does not accept documents that cannot be directly downloaded from banking or financial institutions, such as paystub creators or print-to-PDF, as these files do not provide proper metadata for our technology to analyze. Your screenshot of your correspondence with The Arboretum references this requirement.

  Additionally, our technology is able to analyze thousands of properties, including blacklisted metadata, text insertion, and font fail. We have confidence in our system and if our technology is observing these properties in a document, we stand behind the edited ruling. We partner closely with the property teams and provide our ruling so they can make the final decision. If you have any further questions, please reach out to [email protected].

  Kind Regards,
  Snappt Customer Experience Team

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint: 22454698
  
  I am rejecting this response because: The paystubs provided came directly from payroll/ financial institution program.  Your software rejected my paystubs.They were legitimate. I have seen the complaints and reviews Your company has rejected hundreds of legitimate applicants who retrieved payroll data directly from company source. Its your application that's not built correctly. Why is it rejecting a valid and authentic paystub. Your saying its because your software does not detect metadata for our technology to analyze. Your application is fraudulently reporting misinformation on me and in actuality defaming my character. What you reported is not true its false information and I want this rectified. 
  
  Regards,
  
  D***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/29/2024

  Hi D*****, our product requires documents downloaded directly from the financial institution so that we can properly review the documentation and make a recommendation to the property. Screenshots or print-to-PDF versions of a document are not in a format that can be analyzed by our technology and are therefore rejected. This is communicated via our product messaging and relayed by the property team as well. If you have additional questions about what documents are accepted or how to upload them, please contact the property team. 

  Our intentions are never to pass judgment on your character. Our role is to communicate with the property regarding the properties of a document, which then guides their decision on the application. If you feel a mistake has been made on your documents, please reach out to [email protected].

  
  

• Initial Complaint

  Date:08/30/2024

  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.

  This is the second time I have been rejected from an apartment that I was applying to Via Snnapt due to a "Pait to PDF error". My bank statements and paystubs are very real and Given the chance to resubmit them via my computer instead of iphone, I could easily submit the proper documents. However, getting ahold of anyone to do so takes longer than the time that the apartment will hold the unit. Therefore, I will lose the unit. This most recent submission, they did not even attempt to send me an email to re upload the documents from my computer. Not being able to reach anyone at this company is unprofessional and especially when their company is a part of the process that dictates if people can be housed or not.

  

  Business Response

  Date: 09/05/2024

  
  We apologize for any frustration you’ve experienced during your recent apartment leasing journey. Here's a summary of what happened:

  
  First Submission for Sawyer Place (8/18 - 8/22):

  Looking into your submission, the bank statements were improperly downloaded from a phone or tablet. Your documents were downloaded in the “Print to PDF” format, whereas our technology requires documents to be downloaded directly from the source's website to ensure they contain the necessary data properties for evaluation. When documents lack these properties, they are not flagged as ‘edited’ but are marked ‘insufficient.’ In such cases, we advise our clients (the apartment leasing teams) to request a resubmission in the correct format. It appears there was no record of you disputing this ruling for Sawyer Place or contacting our Customer Experience team with further questions about this submission.

  
  Second Submission for Avalon Yonkers (8/29 - 8/30):

  Looking into your submission for Avalon Yonkers, you provided Gusto paystubs. While Gusto is a legitimate payroll service, it can be used maliciously. While Snappt is 99.8% accurate—the highest in the industry—there is always a slight chance of error. This is why we have a dispute process in place.
  After reviewing your dispute on August 30th for the results sent to Avalon Yonkers, we found your concern valid and overturned our initial ruling. We understand that you reached out to the Better Business Bureau before we could complete our dispute process, and we contacted you later that day to apologize for the inconvenience and confirm the correction. We also informed your leasing team of this correction.

  In summary, our dispute process exists to ensure that any potential errors in document evaluation can be addressed promptly and fairly. While our technology aims to protect against fraudulent activity, we also strive to be accurate and fair to honest applicants.

  Thank you for your understanding and patience.

  Snappt Customer Experience Team

  Customer Answer

  Date: 09/05/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22219907, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/16/2024

  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.

  I recently applied to some apartment homes and was approved once my bank statements and check stubs was uploaded i was then sent my lease to sign. I signed my lease then 2 days before it was time to move into our what we thought new HOME, I was called and told our application was DENIED due to SNAPPT, LLC verifying my bank statements as "edited" when in fact i used my real bank statements the same statements in which the apartments took the deposit and the screening fees from. the apartments name and also amount was on my actual statements from the previous month. This company has caused me and my family HARDSHIP and lost with small children due to their inaccurate information that was given to the apartments on my behalf. I am a nurse and i went to school and earned the degree just to be denied and told my bank statements was "edited" as if I could not make the amount i make. I appealed the decision and sent the original documents and even was willing to provide statements from my credit card company to show the amounts matching the amounts that is being paid on my statements and was still told they are going to stand on the decision as they believe the bank statements was edited even after I volunteered to show more proof of my actual income. I even offered for them to contact my employer and was told SNAPPT has made their decision. Now me and my 2 small children is left to find another place and can no longer apply to any of the Lewis communities for 7 years which is a unfair decision as to there is literally NO FRADULENT ACTIVITY HAPPENING ON MY BEHALF.

  

  Business Response

  Date: 01/30/2024

  Hi BBB of the Tri-Counties Team--

  Snappt's technology is used within a greater rental application experience. We partner with property management teams to provide recommendations on income documents - providing recommendations on whether the documents are clean or edited. Each property has their own unique screening criteria that is set by their management company. (Snappt does not determine monthly income requirements or whether or not an applicant can re-apply to a property or management company if they are denied. The property/management team also determines how they want to manage applications once our technology has provided a ruling on the provided documentation.)

  Our customer experience team thoroughly researched this complaint and determined that the provided paystubs were originally ruled as edited. After receiving a dispute on this submission, our Fraud Operations team upheld the original ruling of 'edited', citing 'the same documents were submitted and we can confirm there is evidence of text insertion/font fail around the ending deposit and withdrawal amounts.'

  If you have any further questions on this submission or how our technology works, we would be more than happy to discuss.

   

• Initial Complaint

  Date:09/21/2023

  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.

  My wife runs a small business in Florida for which I provide funding. We are trying to move my wife's first new employee to the Orlando area from Pennsylvania. We found a nice, convenient, apartment complex with availability. Our employee started the application process and forked over several hundred dollars in application fees, after which he was forwarded to the Snappt income verification system. The system will not accept his bank statements from Fulton bank, following their instructions precisely. There is no tech support, no one to talk to. No one can help from the apartment complex. We are losing money every day our employee is not here, and he has paid $1800 in a lease breaking fee. I tried upload my own bank statement to his application and encountered the same problem. While this might work for some people, it needs to work for all people, and there needs to be tech support.

  

  Business Response

  Date: 02/01/2024

  We were able to replicate a clean submission under your name several days after this complaint was issued, but are unable to research any details about your wife’s employee given their details were not provided. We do accept Fulton Bank statements - if an unedited document was directly downloaded from this financial institution, we would accept it. We have scanned 4 million+ documents and have  confidence in our system. If the system signals a document was edited, we believe it was. 

  
  

  Our technology is utilized by property management companies that embed our document verification into their greater application workflow. We partner very closely with our property teams to ensure they are supported in troubleshooting any questions with their renters. We recommend coordinating with your property directly as they make all final applicant decisions. If you’re interested in disputing a previous submission, we can be contacted at [email protected]. 

  
  

  Kind Regards,

  Snappt Customer Experience Team 

• Initial Complaint

  Date:09/05/2023

  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.

  This business has continuously denied the legitimacy of my income even though I have provided them with my bank statements verifying that I do get paid What is reflected on my bank statement. I am a contractor worker meaning I am not on the company's regular payroll. I have asked the business for alternative resolutions to remedy this situation. They have continued to send me automated responses and not offered me any other options to resolve the issue. This company is solely relying on AI which is proven to not always be accurate. Due to the company refusing to communicate with me via a live person or provide any other resolution, My safety is at risk, I am at the mercy of a stalker who lives in my community and knows of my residence. I am simply trying to move units in an apartment complex that I currently live at, which is their user/client. The management team has also acknowledged that the company should use the legitimacy of my bank income, my taxes, or even a letter of support from my employer to verify my income. Instead, they have continued to send automated responses instead of trying to help me find a reasonable solution.

  

  Business Response

  Date: 02/01/2024

  Snappt does not accept documents that cannot be directly downloaded from banking or financial institutions, such as paystub creators. These files do not provide proper meta data for our technology to analyze. 

  
  

  We recommend that you partner with the property that you are applying to, to establish a game plan for other document types that you may be able to provide, such as bank statements that can reflect self-employed income. The property will also be able to support you in answering any questions about their greater screening process and the best path forward to support you.

  
  

  Kind Regards,

  Snappt Customer Experience Team 

  
  

  Kind Regards,

  Lauren

• Initial Complaint

  Date:05/23/2023

  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.

  I applied at at Apartment complex called Brava in Houston TX which is a willow wick residence property. They use a third party screening company called snappt and this company have said my proof of employment is edited which is not accurate. I have called and emailed to see if they can provide me how they came to that conclusion. I even asked them to call the headquarters of my employer and they will provide a verification of employment and wages that way. This is the second time this has happened and now I'm finally speaking on it because I have spent 1400 in app and admin fees. I have never had a problem with another complex before and. I been employed with them for 7 years. This is ridiculous the price we are paying for admin fees and we have to go through all this. Why would I waste 700 on a application and I know the documents can come back and fraud or edited. This company needs to be looked into.

  

  Business Response

  Date: 02/01/2024

  Our team has had the opportunity to review multiple documents that you submitted prior to your review last year, including both an initial submission and a possible dispute. Our technology is able to analyze thousands of properties, including blacklisted metadata, text insertion and font fail. We have confidence in our system and if our technology is observing these properties in a document, we stand behind the edited ruling. We are not able to approve documents that have been disputed and ruled as edited. If you have any further questions, you are welcome to contact your property team directly or [email protected].

  
  

  Kind Regards,

  Snappt Customer Experience Team