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:07/08/2025

  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.

  Turbo Tenant website notified me I owe them $135.00, although my landlord says I do not. I emailed Turbo Tenant about my concerns; they had trouble following my email conversation, gave me information as though I were a landlord, and lost track of the discussion. Turbo Tenant, though quick in their responses, erroneously sent me to a tab called "billing, which did not exist for renters. The person I was emailing thought I was the landlord, though I opened by stating that I do not use Turbo Tenant to pay my rent. Turbo Tenant continued to give me inaccurate information. My landlord says I do not owe fees to Turbo Tenant, though the Turbo Tenant application sent me a notification that I owed $135.00. The Turbo Tenant team explained that the $135.00 was a screening fee for moving in. I communicated that I paid a screening fee to my landlord about two years ago when I moved in at that time. Turbo Tenant stated that if I were moving out, my landlord would need to update their records. I stated that I was not moving out and that I will continue paying my rent in person or by mail and am not using Turbo Tenant. I am asking the Better Business Bureau to notify Turbo Tenant that they carefully review their customer service training to include understanding and identifying the reporter (tenant or landlord), the issue (fees), and give the correct resolution without giving wrongful information. Renters need the option as well, not to be notified of fees they do not owe, if they are bypassing Turbo Tenant to pay their rent. I have used Turbo Tenant very few times to pay my rent since this is the first time a landlord I rented from used them. I have used them very few times (perhaps 3 or 4), saw miscellaneous handling fees being added onto my rent when I used my debit card then stopped. I want to ensure that Turbo Tenant fees I do not owe and will not pay, per my landlord, do not result in a negative credit report. A Turbo Tenant to me says they are using AI.

  

  Business Response

  Date: 07/09/2025

  Dear *******,
  
  Thank you for reaching out regarding your concerns. Ive reviewed your interactions with our support team, noting that you contacted us three times in the last month. Twice, using our FIN AI agent, and once via email, in which a representative did respond to your email, though we did not receive a follow-up from you. The $135 that you are seeing is a late fee for your rent payment. The late fee is not something that TurboTenant sends or adds to an account; the landlord set this to trigger five days after the rent due date of the 1st. Please note that TurboTenant does not manage landlord accounts or remove charges on behalf of tenants. If youve paid rent outside the platform, it is the landlords responsibility to log the offline payment to prevent late fees and/or delete the late fees if they do not apply.
  
  Additionally, a 3.49% fee applies to all card payments, which is clearly indicated in three locations when setting up or modifying payment methods. To avoid this fee, I recommend connecting a checking account. Additionally, since you are not enrolled in rent reporting, unpaid or past-due payments will not be reported; we only report on-time payments, including those paid offline, as long as the landlord records them as paid.
  
  If you need additional support, you can reach back out to our support team directly, or you can contact your landlord directly to address the late fee.
  
  Best regards,
  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. My dispute is frustration with AI being used and inconsistent fees appearing on my account.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/26/2025

  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 6/25/25, I summitted an application for an apartment listed on TurboTenant. At the end of the application, it charged me 45 dollars for a background and credit check. However, after I submitted it, I learned that Massachusetts state law bans charging rental applicants a fee for background and credit checks. TurboTenant violated the law by collecting this fee, even if it was for a service performed.

  

  Business Response

  Date: 07/03/2025

  ****, 
  
  As a third-party software company that does not own or manage any properties, we charge renters a screening fee, not an application fee. This $45 charge covers the cost of generating the screening and background reports. In regards to the MA state law, these types of laws are in place to ensure that landlords are not profiting off of incentivizing multiple applicants to apply when they have no intent to rent from them. 
  
  You successfully submitted an application to this property on 6/25/2025. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. A refund is not being processed in this case because the the application was successfully submitted and the screening report was received by the landlord, per our Terms of Use. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Thank you, 
  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 07/04/2025

  Complaint: 23522721
  
  I am rejecting this response because: It doesn't matter the intent of the law, you still violated it. You can call it a screening fee or whatever you like, it doesn't change what it is and it is not allowed. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 07/08/2025

  Hello,
  
  Due to the highly restrictive nature of MA state laws regarding screening processes, we are issuing a full refund of your screening fee.
  The refund will be processed within the next 5-7 business days and will be returned to your original payment method. 
  
  We apologize for any inconvenience this may cause and appreciate your understanding. If you have any questions or need further assistance, please feel free to contact us at ********************************************************.
  
  Thank you, 
  Danni
  TurboTenant Customer Experience
  
  

• Initial Complaint

  Date:06/11/2025

  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 applied for a home to rent on ************************ and after applying to the home the listing was removed. I had no opportunity to call the landlord as all details of the home were removed. The turbotenant support said the only way to get my money back is through the landlord. I dont believe them because the point of sale was on their website and not some landlords. I cant even find the address for the home I applied let alone contact the landlord. To me this seems like a scam listing and turbotenant is facilitating it by not issuing my refund.

  

  Business Response

  Date: 06/25/2025

  *******, 
  
  We are a free software that landlords can utilize to market and manage their rental properties. We do not own or manage anything ourselves. You successfully submitted an application to this property on June 9, 2025. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. To avoid an issue like this in the future, I strongly recommend speaking with the landlord before applying. 
  
  Additionally, our records show that a dispute of the $55 application fee was filed with your bank on June 13, 2025, and we have complied with the request for documentation. Currently, the dispute is being reviewed by your banking institution. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Please reach out to ******************************** if you need any additional support, and well be happy to help.
  
  Thank you,
  Danni
  TurboTenant Customer Experience 

  
  

• Initial Complaint

  Date:06/10/2025

  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 submitted an application for a screening report and the portal where their saying turbotenant to request the screening does not show any of the dashboard his instructing me to do.

  

  Business Response

  Date: 06/11/2025

  Yensey,
  
  Were happy to provide you with a copy once it has been verified by ********** and after the landlord has requested the necessary information from you. It appears that this process has not yet been completed, so were unable to share the report at this time.
  
  To proceed, please submit the required screening report information to your landlord. Once thats done, you can contact our support team, and well provide the report after verifying your identity.
  I also noticed that your recent requests for the screening report were handled by our AI assistant, Fin, and no direct requests to our support team were made during regular business hours. If you need further assistance, please dont hesitate to reach out to our support team directly, and well be happy to help.
  
  Best,
  Danni
  TurboTenant Customer Experience 
  
  

• Initial Complaint

  Date:06/08/2025

  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.

  constantly send harassing emails and refuse to take me off there email list.

  

  Business Response

  Date: 06/11/2025

  ******,
  
  As explained by our representatives, TurboTenant is a platform utilized by landlords to manage rental properties and is not authorized to modify charges on behalf of renters. Furthermore, TurboTenant is unable to remove charges from renter accounts on their behalf, which generate these notifications.
  
  Please note that the most recent payment due notification was issued on June 6, 2025. We have confirmed that all charges associated with your account have been removed, and your account has been closed.
  
  If you continue to receive marketing emails from TurboTenant, you may unsubscribe by clicking the link provided at the bottom of those emails to fully opt out of our mailing list.
  Should you have any further inquiries or require additional support, please feel free to contact us.
  
  Thank you, 
  Danni
  TurboTenant Customer Experience
   
  
  

• Initial Complaint

  Date:05/25/2025

  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.

  **************** and contact unavailable. The site forces you to sign up to report fraud. I dont want to be a customer, nor do I want an account. I want my information and email address removed from the system immediately! I have been receiving email claims from their app and I am neither a tenant nor have I ever heard of their company. It appears to be a scam setup by the company to get people to create accounts.

  

  Business Response

  Date: 05/28/2025

  *****, 
  
  It appears that you had an active lease managed through ****** platform at the time of its closure. As part of Azibos cessation of operations, all active accounts, including yours, were transferred to TurboTenant, the acquiring company. This transfer included any active leases and associated payment schedules, which explains why you may have received rent payment notices from TurboTenant.
  
  To provide context, TurboTenant acquired ****** platform, and as part of this acquisition, all active accounts, leases, and related data were legally transferred to TurboTenant in accordance with standard business acquisition protocols. This transition was necessary to ensure continuity of service for users like yourself.
  
  We understand that this change may have caused confusion, and we want to assure you that we took steps to communicate this transition to all affected users. Notifications regarding the migration were sent both prior to and following the transfer to inform you of the change and provide guidance on next steps.
  
  If you have any further questions about your account or the transition process, please dont hesitate to contact our support team. 
  
  Thank you, 
  Danni
  TurboTenant Customer Experience
  
  

  Customer Answer

  Date: 05/28/2025

  Complaint: 23377051
  
  I am rejecting this response because:

   

  I am still recieving emails from your site. I never wanted to use azibo or turbo tenant. After doing what you asked to remove my information, I am still receiving emails. REMOVE MY INFO FROM YOUR SYSTEM. 

  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 06/11/2025

  *****, 
  
  I was able to locate your close account request, and I do see that it was fulfilled and your notification preferences have been turned off. I am also not able to find any notifications sent to your email in the last 7 days. 
  If you are still receiving notifications, you can use the unsubscribe option a the bottom of the emails, or send them to junk. 
  
  Best, 
  Danni
  TurboTenant Customer Experience
  
  

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me as I have not recieved emails from their system for a few days now. I will keep an eye on my inbox come the first of the month as this is when I have been getting the scam emails. If I recieve additional emails after this I will submit another complaint. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/24/2025

  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.

  I have never created an account with **********************. I never authroized them to send late fees to my tenant. I have tried to get them to stop doing and they will not stop it. I dont have an account with **********************. I want it all removed from their system, and then keep sending me email regarding late fees being sent to my tenant. ***** the landlord onboard specialist is zero help in the matter.

  

  Business Response

  Date: 05/28/2025

  *******, 
  
  Upon reviewing your account, it appears that you had an active lease managed through ****** platform at the time of its closure. As part of Azibos cessation of operations, all active accounts, including yours, were transferred to TurboTenant, the acquiring company. This transfer included any active leases and associated payment schedules, which explains why you may have received rent payment notices from TurboTenant.
  
  To provide context, TurboTenant acquired ****** platform, and as part of this acquisition, all active accounts, leases, and related data were legally transferred to TurboTenant in accordance with standard business acquisition protocols. This transition was necessary to ensure continuity of service for users like yourself.
  
  We understand that this change may have caused confusion, and we want to assure you that we took steps to communicate this transition to all affected users. Notifications regarding the migration were sent both prior to and following the transfer to inform you of the change and provide guidance on next steps.
  
  If you have any further questions about your account, or the transition process, please dont hesitate to contact our support team.
  
  Thank you, 
  Danni
  TurboTenant Customer Experience
  

  Customer Answer

  Date: 05/28/2025

  Complaint: 23373347
  
  I am rejecting this response because:
  I would like to see the sign lease agreement turbo tenant is claiming to have, acknowledging that there was a valid lease with azibo. If turbo tenant has evidence of a valid lease than I will accept the response, because its an azibo problem. If they dont have the documents, then I believe they took it upon themselves to assume there was an active lease without documents to prove so. 
  Regards,
  
  ******* *****

  

  Business Response

  Date: 05/28/2025

  *******, 
  
  Apologies for the confusion. It appears you had an account with ***** with no leases or payments associated. However, your account was still migrated over after the acquisition. 
  If you would like to close your account, you can reach out to our support team at ******************************** to do so. 
  
  Thank you, 
  Danni
  TurboTenant Customer Experience

• Initial Complaint

  Date:05/10/2025

  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 am a landlord and I used turbo tenant for several years to screen all my applicant , infrtunatly for me I have a tenant who has been screen with the perfect credit score , very high revenue and zero criminal records , this positive background check made me take the decision to take this applicant ***** , after 2/3 months this tenant started to have a very peculiar attitude a Hareasiming balckmailig me and the attuning me like a criminal , he stopped to pay his rent I am facing currently 1 Years without rent at least and legal fees woch is over ****** dollars ! He is still threat of me - I did a background check through whites pages .com and what was my surprised to see that ***** my tenant has 57 criminal records on over 5 area that he moved 20 times during the last 5 years ! I spoke to the support team of turbo tenant and they said that a human error could have been made aor their datas are incomplete or innacurate-

  

  Business Response

  Date: 05/13/2025

  Maya, 
  
  We are sorry to hear about your experience with this tenant. 
  
  The background screening report may not reflect criminal records for several reasons, including the scope of the search, the age of the record, sealed or expunged records, or jurisdictional laws governing the reporting of such information. Additionally, inaccuracies, incomplete data, or human error may result in records not appearing in the report.
  As you did not proceed with onboarding this applicant, our system does not reflect any late or missed payments associated with their account. For your convenience, we previously sent an email containing the direct contact information for our legal team, should you have further inquiries regarding this matter.
  
  Please feel free to reach out to our support team, should you need future assistance.
  
  Thank you, 
  
  Danni
  TurboTenant Customer Experience
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  Dear TurboTenant Support,
  
  I’m reaching out regarding an urgent issue with the 1099-K form issued to me for the 2024 tax year. The form incorrectly lists Maryland as the state where rental income was earned. However, all of my rental properties are located in Virginia, and the income was earned entirely within the state of Virginia.
  
  This misreporting may lead to incorrect state tax filings and potential legal or financial complications with the state of Maryland. As the issuing party, TurboTenant is responsible for ensuring that all 1099 forms are accurate and reflect the correct tax jurisdiction.
  
  I am requesting that you:
  
  Issue a corrected 1099-K with Virginia listed as the state.
  
  Void or formally correct the erroneous Maryland filing.
  
  Confirm in writing when this correction has been submitted to the IRS and the applicable state agencies.
  
  Please treat this as a time-sensitive matter. I am happy to provide supporting documentation, such as property addresses and lease agreements, to expedite the correction.
  
  Thank you for your prompt attention to this issue. I look forward to your confirmation.
  
  Best regards,

  

  Business Response

  Date: 05/07/2025

  *****,
  
  I understand your frustration regarding the 1099-K issued for the 2024 tax season. As previously stated, the Maryland address included on the 1099-K is the "Payee address," which is the address you have listed as your mailing address within your TurboTenant account and the address you added as your mailing address when you set up your account to accept rent payments. You are considered the "Payee" in this case, which is why that address is listed. It is not the address of your rental properties, unless you reside full-time at one of those addresses. At no point in our conversations did you describe that to be your situation. The form was not issued in error; it was generated based on the information that you included in your account. We will not update a 1099-K form to help you avoid filing taxes in a state where you reside. As previously suggested, I would highly encourage connecting with a CPA to better understand your tax obligations when owning a rental property in a different state in which you reside. 
  
  Thank you, 
  Danni
  TurboTenant Customer Experience

• Initial Complaint

  Date:04/04/2025

  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 had found a property and was told to use turbo tenant for the background check and was sent the link. So I paid for the application and informed the homeowner that it was completed. The homeowner had no intent on even looking at the background check I know this because I am sent a link giving the homeowner permission to open it up which never occurred. I contacted Turbo tenant by email numerous times trying to get my money back due to theft service, fraud, and the so-called homeowner scamming people. I was completely ignored and they were unwilling to resolve the situation so turbo tenant is allowing the so-called homeowners to steal peoples money because thats exactly what it is.

  

  Business Response

  Date: 04/04/2025

  Crystal,

  I understand that this situation has not been ideal, and I  am happy to clarify why we are not processing a refund in this situation. We are a free software that landlords can use to market and manage their rental properties. A refund is not being processed in this case because the listing was removed after the application was successfully submitted, per our Terms of Use. 

  As TurboTenant does not own or manage any of the properties listed on our site, if the landlord has mismanaged their listing in any way, they are fully responsible and should be contacted directly.

  You can read more regarding refunds in our Terms of Use here: **************************************************

  Please reach out to ******************************** if you need any additional support and well be happy to help.

  Thank you, 
  Danni
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 04/04/2025

  Complaint: 23160431
  
  I am rejecting this response because:you are allowing theft and fraud. 
  I will also be contacting the Police and will also show law enforcement your response. You are 100% responsible
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 04/14/2025

  Crystal,
  
  Once an applicant agrees to our terms of service, including agreeing that all fees are non-refundable and an application is successfully submitted, we incur third-party costs and therefore cannot provide a refund.
  
  I understand the frustration when a landlord does not respond. One thing we try to encourage renters to do is to reach out to the landlord prior to actually applying, to avoid any issues with the screening fee. We also encourage our landlord users to contact their applicants as much as possible. While we do encourage this, we aren't able to enforce this, as they are the managers of their own rental process. Keep in mind, that some landlords have hundreds of leads and applicants so it is hard for them to reach out to all of them. As frustrating as this may be, this does not warrant a refund from TurboTenant.
  
  TurboTenant does not own or manage any of the properties listed, so we are not held responsible for a mismanaged property listing or any lack of communication from the landlord.
  
  Thank you, 

  Danni
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 04/14/2025

  Complaint: 23160431
  
  I am rejecting this response because youre allowing people to steal money, which is against theft of service and fraud. I have already spoken to the police and I will just file charges on both. That includes you.
  
  Regards,
  
  ******* ******