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:04/02/2024

  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.

  I paid them for the service but my landlord felt uncomfortable with the process and asked if it was possible for me to end the service and get my refund back. I contacted them and was told I was lying about being told I was able to get my refund due to the 7 day policy

  Business Response

  Date: 04/09/2024

  Hello *****,
  
  We regret to hear about your experience.  As you know, we were unable to validate your landlords identity and requested additional information to help us verify their identity, which in this case was a family member.  When your landlord called us to cancel your account on your behalf, we tried to explain that for security purposes, these requests must be initiated directly by the customer.  We also tried to explain our policy around cancellations and refunds to you, and reached out to you again in response to your request for a supervisor, but have not heard back from you.

  Unfortunately, you are not eligible for a refund at this time.  Our policy is outlined in our FAQs as well as our terms of use.  We are looking forward to hearing back from you to discuss how you would like to move forward and kindly ask that interactions with our customer service team remain respectful.  

  
  RentReporters
  

  
  

• Initial Complaint

  Date:02/01/2024

  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 had this account closed with Rent Reporters in April 2023 and my concern is that this account is still showing open on my Equifax Credit file. I have spoken with several Representatives over a month trying to get them to close my account on Equifax. ******************** stated to me when I called, Equifax requires the account to stay open until my lease ends in June **** which was puzzling to me because Equifax is just a reporting agency. I called and spoke to an Equifax Representative and share with them the information that Rent Reporters gave to me about them, Equifax, requires the account to remain open and they, Equifax, stated that this was not true, they just report what the company gives them to report. I'm requesting that Rent Reporter either close my account or delete the account on Equifax and send me a notification via email that this has been done.

  Business Response

  Date: 02/11/2024

  Hi ******,

  Thank you for reaching out and for taking the time to connect with us by phone this week.  We appreciate the opportunity to address any challenges you may have encountered with our support team or communication process.  We understand that navigating our reporting requirements with Equifax may have been confusing, and we're glad we could assist in resolving your concerns regarding your rental tradeline.

   

  If you need any further assistance, please don't hesitate to let us know.

   

  Best Regards,

  RentReporters

• Initial Complaint

  Date:01/23/2024

  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.

  Hello I was told I was ineligible to participate due to my company owning the property. I spoke to someone a while ago and I was expecting a refund, I'm giving a full refund within 7 days of reporting my rent per your policy. I was never allowed to report my rent. I requested a refund immediately after I was told I was ineligible.

  Business Response

  Date: 02/02/2024

  Hello ******,

  
  We appreciate your message. After reviewing your account and the information provided, it appears that you are not eligible for a refund based on our terms of use, which can be found here, **********************************************.

  
  Our contracts with the credit bureaus do not allow us to report rent for someone who is on the title of the property, as was the case here. 

  
  We have tried to reach you by phone and email several times for an opportunity to connect and answer any additional questions you may have.  We look forward to hearing from you.
  
  
  RentReporters
  
  

• Initial Complaint

  Date:11/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were supposed to report my rent and they have not! They will not respond and I will be taking legal action.

  Business Response

  Date: 11/09/2023

  Hi *******,
  
  
  Thank you for taking the time to connect with us by phone.  Were glad that we were able to establish a plan to move your rent verification forward and clarify anything that might have been unclear from our previous communications.   We apologize if there was any inconvenience youve experienced with the delay in completing your rental verification. 
  
  
  In reviewing your account, we were missing information required for us to complete your rental verification.  As we had discussed, as soon as we receive the pending items from you, we will expedite your verification process and reporting of your rent.
  
  
  Please also note that at this time, no fees have been collected.  You will be charged only when we are ready to report your rent.  If you have any other questions about providing the necessary information, please dont hesitate to reach out to us. .
  
  
  
  
  RentReporters
  
  

• Initial Complaint

  Date:08/23/2023

  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.

  On 8 11 23 I signed up for this service and I was charged $95 a few days later I was charged another $10 as they completed my review. On 8 17 23 they added this to my credit report. It dropped my Equifax score by 42 points and my TransUnion by 28 points. I have never been late on my rent and signed up to raise my score or lower it. I called to cancel and receive a refund as the service did not do advertised. I have received neither at this point. My next step will be to leave negative reviews everywhere if I do not receive a refund and have this removed from my credit.

  Business Response

  Date: 08/28/2023

  Hi *****,

  
  Im so sorry to hear that youve had an unpleasant experience and that adding your rent to your credit report did not impact your score as you had expected.

  
  Your request for a refund was received shortly after we had reported your initial rent history to ***********.  At that time, we were pending confirmation of a successful post of your tradeline.  Our terms of use state that a refund will be issued once your credit score is updated. We apologize if this was not communicated well in our initial response. 

  
  Per our conversation last Friday 8/25, we have issued a full refund and removed the tradeline from your credit report.  Please allow a few days for these changes to be reflected.

  
  If we can be of any help in future, please let us know.
  RentReporters
  

  
  

• Initial Complaint

  Date:07/20/2023

  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.

  This business is not great for helping build credit at all number one it took 2 payments to go through to tell me that would not be eligible to continue the program due to my late rent in April I paid for the months of May ,June , all I asked for was the return of my money due to not being able to use the months I paid for which was in May and June( that I was not late on ) . The business denied my claim so I am writing this to inform people that they do not answer the phones at all you have to wait at least 5 minutes on the chat system to get anyone it also closes out 23 seconds if you are in active (WAITING) for someone to chat with.

  Business Response

  Date: 07/21/2023

  Hi ******,

  
  We are sorry to hear that youve had an unpleasant experience.

  
  We made numerous attempts to reach your landlord over the course of these months.  During this time, we also reached out to you various times regarding your account status but did not hear back.  In June, we finally heard back from your landlord regarding your April payment and sent you an email on June 5th to let you know we received a reply.

  
  Your account was then cancelled on July 18th per your request, and your monthly subscription payment returned.

  
  Unfortunately your request for a refund is outside of our policy and we tried to reach you by phone and email yesterday 7/20 and today, to discuss.  

  
  We are sorry to hear that you had a frustrating time connecting with us by phone.  Due to the high volume of calls we have received recently, we have asked our customers to chat with us.  It sounds like you encountered some challenges with chat as well and we are looking into what might have caused the issue.

  
  When you have a chance, please email me at ***********************************.  I would appreciate an opportunity to connect and answer any questions you may have.
  
  *******
  

  
  

• Initial Complaint

  Date:06/22/2023

  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 signed up for this company and was told that they couldnt get in touch with my renter so I should cancel. I cancelled the account a total of 3 times now over the span of almost 2 months and each time Im being advised that my refund was processed and it will take 3-5 business days. Each time I speak with a representative they claim no refund request was ever processed but thar they would do it right away. Still no refund of the *****. This company is a huge scam and a rip off and needs to be out of business

  Business Response

  Date: 06/29/2023

  Hi ******,
  
  Thank you for reaching out. 
  
  Our records show that we were able to get in touch with your landlord and subsequently reached out to you for additional information/documentation to resolve payment discrepancies reported by your landlord. However, we never received the requested information.  Per your request, we processed your cancellation.  While your request for a refund falls outside of our refund policy outlined here, **********************************************, we honored your request as a courtesy.  The funds were returned to you on 6/2/2023.  If you still have not received the funds, please let us know.
  
  If we can be of any assistance in the future, please dont hesitate to reach out to us.
  
  RentReporters
  
  

• Initial Complaint

  Date:05/16/2023

  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 have had an account with ********************** for years. I recently rejoined and the experience has been terrible. The reps are not communicating with me and I've been informed that a unknown individual is associated with my address but no explanation has been given which is a huge concern. Please assist with getting the correct information updated or completely removed. Please reassure me that no one is getting credit for my history.Please have somebody inform me without cause why my account was closed and what the process is if an apartment community doesn't respond to verification.

  Business Response

  Date: 05/25/2023

  ******,
  
  
  Were so happy to have you back and am sorry that youve had an unpleasant experience.  As communicated in our conversation and email exchanges from this past week, your rent payment history has been reported and is up to date through April of 2023.  We did have difficulty verifying your rent history with your landlord, as you know, but finally received confirmation on 5/8 and reported your rent payments.
  
  
  As for the email communication you received referencing another customer, that was a mistake made on our part when drafting the message.  We apologize for the confusion this has caused.  This did not in any way have any impact on your reporting or your identity.
  
  
  In instances where a landlord refuses to verify your rent history we provide our customers the option to provide proof of payment to allow us to verify their rent history.
  
  
  Please let me know if I can address any other concerns.  We look forward to continuing to help you make the most of your rent.
  
  
  *******

• Initial Complaint

  Date:02/20/2023

  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.

  Thursday Feb 9, 2023 Rent Reporters took ***** out of my checking account unauthorized , I cancelled there services within 48hrs of initial contact . They have refused to refund me the money when there was no service provided . I have called several times and no one will help . Please ask them to refund the ***** that was withdrawn from my account . Thanks in advance

  Business Response

  Date: 03/20/2023

  Hello ****,
  
  We are disappointed to hear that you had an unpleasant experience.  The offer code you used to sign up required that you enroll in RentCheck, a free service that allows us to verify and report your rent faster.  You should have received an email reminder to enroll in RentCheck and that if enrollment wasnt completed by the communicated date, our standard set up fee would be charged. As a courtesy, we have issued a full refund.
  
  We would appreciate an opportunity to report your rent and help you make the most these payments you make each month.  Please contact me directly at ************************************* and we can figure out what other option I can provide to make that happen.
  
  Thank you,
  RentReporters

• Initial Complaint

  Date:02/15/2023

  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.

  MAJOR SCAM!!! Paid for subscription on 2/11/13.They asked for documents that I wasn't comfortable sending as that was not full you disclosed before they take your money. Tried to contact them but it was the weekend. Called on 2/13/23 asked for a refund. Was told that's no problem someone would be contacting you to complete the refund process. No call. Got an email saying my refund was denied because the couldn't verify who I am. I just want .y money back. I feel scammed and stolen from. How can you not give a refund because you can't verify me, but can take my money without verification??? Sounds fishy.

  Business Response

  Date: 03/20/2023

  *******,
  
  
  Hello *******, we are disappointed to hear you had an unpleasant experience. In order to be eligible for a refund, our customers must do their part in validating their identity. The requirement exists because our contracts with the credit bureaus impose rigorous requirements to combat synthetic identity theft. Synthetic identity theft is where fraudsters create fake credit files to obtain fraudulent loans. Left unchecked synthetic identity theft will not only undermine RentReporters existence, but also our national credit system. We dont take this responsibility lightly which is why all customers are required to accept our terms of use before enrollment.
  
  
  Please reach out to our customer service team to determine eligibility for a refund.  
  
  Thank you,
  RentReporters

  Business Response

  Date: 03/20/2023

  *******,
  
  
  Hello *******, we are disappointed to hear you had an unpleasant experience. In order to be eligible for a refund, our customers must do their part in validating their identity. The requirement exists because our contracts with the credit bureaus impose rigorous requirements to combat synthetic identity theft. Synthetic identity theft is where fraudsters create fake credit files to obtain fraudulent loans. Left unchecked synthetic identity theft will not only undermine RentReporters existence, but also our national credit system. We dont take this responsibility lightly which is why all customers are required to accept our terms of use before enrollment.
  
  
  Please reach out to our customer service team to determine eligibility for a refund.  
  
  Thank you,
  RentReporters