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:11/06/2024

  Type:Order 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.

  Rent reporters advertised it would report my rent to all 3 credit bureaus for 9.95 per month then proceeded to charge me $100 to sign up Then charged me another $50 for a second address to be added and never reported anything to the credit bureaus when I asked for a refund they cancelled my account and denied my refund they never provided the service I paid them over $160 for

  Business Response

  Date: 11/13/2024

  Dear ******,

  Thank you for taking the time to reach out. We understand your concerns, and were here to clarify the charges and services provided.

  We can confirm that your rent payments have been reported to the credit bureaus as part of your membership, and you can always view these updates through your RentReporters dashboard. The additional $50 fee was applied to verify and report the rent payments for the second lease you added, which is a standard fee detailed on our website and in our communications. We recently completed the verification process for this lease, so you should see this update reflected in your credit report in the coming days.

  If you have any further questions or need additional assistance, please feel free to reach out.

  
  Sincerely,

  RentReporters

  Customer Answer

  Date: 11/21/2024

   
  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:11/06/2024

  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.

  Rentreporters use my daughter name and my other daughter as well and she 18 **** ***** I thought it would be good to use them I was definitely wrong it messed up my daughter 21 Chanel ****** she cant get apartment in her name and Im moving in 6 months I was doing actually just fine until I started using they service I cant believe they would put wrong information on my credit report I will never use they service again

  Business Response

  Date: 11/13/2024

  Dear ******,

  Thank you for reaching out. We understand the importance of accuracy when it comes to reporting, and were here to help clarify the situation.

  After carefully reviewing your account, we can confirm that our records do not show any reporting activity involving **** ***** or Chanel ******, as they are not customers of ********************. The document you provided, which references Chanel ******, appears to be associated with another company, Rentgrow, rather than ours. This may be the source of the confusion.

  Regarding your credit report, we want to reassure you that we have never reported any late payments on your account, and we have provided you with tradeline receipts as confirmation. Since signing up with us, your credit score has shown a net positive improvement, and we are pleased that your on-time payments have had this impact on your score.

  Weve made several attempts to reach out by phone, email, and text, as wed like to discuss this matter with you directly. If you have any further questions or need additional assistance, please dont hesitate to contact us.

  We look forward to connecting with you.

  
  Sincerely,

  RentReporters

• Initial Complaint

  Date:10/17/2024

  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.

  I have not been using RentRporters for over a year. While reviewing my statement, I noticed that I was being charged a monthly subscription of 9.95. I was also charged *****. I confirmed that landlord reported that I was no longer renting. Contacted the company for a refund as they were not providing any type of service to me. Unethical business practices in my opinion.

  Business Response

  Date: 10/25/2024

  Hi *****,

  Thank you for reaching out and for discussing your concerns with us over the phone. As we reviewed, your subscription was never cancelled so it remained active, which is why you continued to see monthly charges.

  We strive to provide clear communication about our policies and made attempts to contact you to confirm details provided by your landlord, but unfortunately, we didnt receive a response.

  We apologize for any frustration this may have caused. If you have additional questions or need further assistance, please dont hesitate to contact us.

  
  Best regards,
  RentReporters

• Initial Complaint

  Date:07/22/2024

  Type:Product 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.

  The business falsely advertises their upfront fees on their website. They advertised a plan for $9.95 monthly, but also charges a one time fee they don't explain of $94.95. My card was charged without authorization for this fee. Immediately I contacted support by phone, chat, and email to cancel. I was told that my charge *** not be eligible for a refund per their agreement. However, in their agreement it states that I would be eligible for a refund as long as they were contacted within 7 days of initial purchase. I contacted them within 5 minutes of purchase. While I will dispute this charge directly with my bank, they cannot keep up the business practice of false advertisement and misleading consumers.

  Business Response

  Date: 07/30/2024

  Hi *****,
  Thank you for reaching out.  We apologize if there was any confusion regarding our fees.

  
  We work hard to be transparent about our pricing. Our pricing page, available at ***********************************************************, clearly states that a one-time enrollment fee of $94.95 applies, followed by a monthly fee of $9.95. This information is also reiterated during the checkout process to ensure clarity.

  
  Regarding our refund policy, it states that refunds are honored if requested within 7 days of your initial rent history being added to your credit report.  This policy is detailed on our website, in our FAQs, and in our terms of use.

  
  We issued a refund of the $94.95 enrollment fee on July 18th as a courtesy. If you have any further questions or need assistance in the future, please let us know.

  
  Sincerely,
  RentReporters

• Initial Complaint

  Date:07/22/2024

  Type:Product 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.

  Theyve been taking money out of my account for months and I keep canceling. Im not even sure how much money they took but this time they took. $30 at one time and I had to cancel it because it kept coming theyre not even sticking to what the agreement would have been but I canceled it months ago. Ive been sending emails. Ive been calling nobodys answering or getting back to me.

  Business Response

  Date: 07/30/2024

  Hi *******,
  Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced.

  
  It appears that you requested to cancel your account in March 2024. Although your account had an outstanding balance from the previous months, we took steps to address this by writing off those past due amounts even though your rental verifications were up to date and current. Additionally, the erroneous charge of $29.85 from 7/15 has been refunded. Please check your account statement to confirm this.

  
  We apologize if there was any lapse in communication. If you have any further questions or need additional assistance, please reach out to us directly, and well be more than happy to help resolve any remaining issues.

  
  Sincerely,
  RentReporters

• Initial Complaint

  Date:05/28/2024

  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.

  I contacted this company to provide a service which was never provided. They've taken money out of my bank account twice and have not done anything they claim to provide on their website. I gave them all of the information requested and they have done nothing. I wanted them to either provide the service or refund my money.

  Business Response

  Date: 05/29/2024

  Hi *****,

  
  Thank you for taking the time to speak with me yesterday. Again, we sincerely apologize for the lack of communication regarding the delay in processing your information, and understand the frustration this has caused.

  As mentioned in the email I sent yesterday, your information has been successfully validated. Now, we just need your landlord information and lease details to complete your rental verification.

  We're looking forward to getting your rent payments reported and will be sure to provide updates throughout the process. Thank you once again for your understanding and for giving us the opportunity to resolve.
  
  
  Warm Regards,
  *******
  

  
  

• Initial Complaint

  Date:05/22/2024

  Type:Product 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 had been paying rent reporters to submit my rent payments to the credit bureaus for several years. I found out recently that they did not update the property management information when I sent them that information in November of 2023, when the management had changed. For the last 6 months, despite paying a subscription fee for the service, they reported none of my rent payments. They contacted me in May of 2024 to get rent verification. I was aghast at that time that they had not updated the information, and had not reported the on-time payments as they were contractually supposed to for my monthly subscription payment.I asked for a refund of the 6 months that they were not providing Services. But they are sticking to their terms of service in not providing the refund because it's outside of their satisfaction guarantee. I think it is important for people to know that this company may fail to provide services, and will not provide a refund, even when they are at fault. Paying for a service and not receiving what is being paid for should be seen as fraud. To date, now that they have the valid rent payment information, they still have not submitted it to the credit bureaus. This is a breach of the agreement.The amount of money specified below is only for the 6 months of service being neglected. They received about $800 dollars in total from me, but I'm not asking for money that was paid when services were being performed. They should be investigated for failure to perform services... And denying a refund under those circumstances when requested.

  Business Response

  Date: 05/23/2024

  Hi ******,
  
  Thank you for reaching out.  We were disappointed to learn about your experience, and upon further investigation, its clear that there was a breakdown in communication.   We sincerely apologize for any inconvenience this may have caused and appreciated the opportunity today, to address and resolve the matter with you by phone.
  
  Following our conversation, we have reinstated your account and credited it as requested.  Additionally, we are pleased to inform you that we have already verified all your rent payments up to May, which will be reported promptly.  If you do not see an update to your credit report by the end of next week, please let us know.  
  
  We appreciate your loyalty to RentReporters since 2017, and were committed to continuing to provide value.  With Experian now onboard, we look forward to delivering even greater benefits in the future.
  
  
  Warm Regards,
  RentReporters
  
  

  Customer Answer

  Date: 06/03/2024

   
  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:04/15/2024

  Type:Sales and Advertising 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.

  Deceptive practices refused to refund within timeframe promised if consumer cancelled . No services were provided to me , they only sent one email to my landlord on day 7 after I paid the fee for documents my landlord wasnt comfortable using this service she knew nothing about. I respected that and decided to request my refund on the same day and received an email that it was cancelled . . This company then sends another email telling me I cant get refunded as if they had provided me a service and now I cant get the money back. I feel scammed and played for a fool. I want my money back asap!

  Business Response

  Date: 04/16/2024

  Hi ******,

  
  Thank you for reaching out. Unfortunately, based on our refund policy, which is outlined in our terms of use and FAQs on our website, you do not qualify for a refund at this time. Our policy states that refunds are honored if requested within 7 days after your initial rent history is reported.  Additionally, our FAQs also detail the circumstances under which a refund would not be honored.  You can find this information here: *************************************.

  
  We understand the challenge with your landlord's willingness to provide the required documents to validate their identity. However, we can still report your rent payments if you can provide proof of your rent paid. We tried to reach you today to clarify this, in case there was any confusion.

  
  If you change your mind and wish to request a refund within the 7-day period after your initial rent history is reported, please let us know, and we will be happy to assist.
  If you have any further questions or need assistance, please feel free to reach out.

  
  RentReporters

• Initial Complaint

  Date:04/15/2024

  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.

  In march of 2024 my experian report shows that Rent Reports alerted them that i am over 60 days late with a total amount of $12,149. I have no used this for multiple years along with the fact that there is no way to see why this information was ever even sent to them. There was also never a 3o missed payment sent and thats because my payments are always on time. I am about to try and get pre approved to get a house and now my credit report has crashed with a 60 days of late payment. No, i have not heard back from the company yet

  Business Response

  Date: 04/17/2024

  Hi ****,

  Thank you for your message. We want to clarify that while we report your rent payments to TransUnion and Equifax, we do not report to Experian at this time. If you have discovered a discrepancy on your Experian credit report, we recommend contacting Experian directly to address any corrections needed.

  Additionally, we have uploaded copies of your rental tradeline receipts to your RentReporters dashboard to show that we have never reported any past due or late payments. You can view these by logging into your dashboard.

  If you need further assistance or have any questions, please feel free to let us know.

  
  RentReporters
  

  
  

• Initial Complaint

  Date:04/15/2024

  Type:Product 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.

  Requested cancellation of this service within 2 hours of joining. Red flags started to appear immediately that this business is conducting fraud. I was not supposed to be charged immediately and was. When I noticed this was the case I immediately called to cancel but no one was available. I then sent 3 emails because there chat service conveniently went off line.I chatted and spoke to reps the following day requesting immediate cancellation and refund and received no help. Apparently they have to email another department to that customers arent permitted to speak to and someone will get back to you in 3 to 7 days.

  Business Response

  Date: 04/16/2024

  Hi *******,

  
  Thank you for your message. According to our records, your account was canceled at your request and the annual fee of $95.40 was refunded to you on March 25th, within our standard processing timeframe.

  
  We noticed that you signed up for Smartpay, which breaks up your enrollment fee into installments. However, you also selected the annual plan, which includes a one-time annual fee of $95.40 due at checkout, as clearly stated on our pricing page.

  
  If you have not yet received the refund, please let us know and we would be happy to look into.  If we can be of any assistance in the future, please let us know.

  
  RentReporters