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:01/31/2024

  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.

  We signed a lease with the landlord of our temporary furnished rental that explicitly stated there is no requirement for renters insurance. My partner and I moved into the space, and a day later, we both received email automations stating we did need renters insurance.
  I reached out to their support desk to express my distaste at receiving a careless automation contrary to our signed and bound agreement.
  The content of the response I sent to their support team was ignored with such blatant disregard and even gaslighting. They say i did need renters insurance and attached a screen shot of something from their website rather than what appears on our signed and bound rental agreement.
  
  they have now spammed both of our emails since that correspondence.
  
  i do not appreciate being fleeced for money I am not required to spend, and the inability of turbo tenant to acknowledge the content of signed lease they hold and all parties have signed is a blight on their character as a business.
  
  I sincerely hope future landlords do not use turbo tenant, as it may be a deciding factor for us to not proceed with a rental agreement.

  

  Business Response

  Date: 02/07/2024

  Hi Eric, 

  Thank you for reaching out to TurboTenant and bringing this to our attention, and we apologize for any inconvenience this situation has caused you. Our Support team recently responded to your email, and they shared the information about the landlord's requirement of renters insurance setting in their account and advised you to contact your landlord. However, we want to clarify that the landlord's setting in their account does not override what is written in your lease agreement. Moreover, note that the landlord may require renters insurance for some of their other rental properties, and the settings in their account cannot be turned off for certain rental properties and it is turned on for all properties due to the current design in the product. This would explain why you have been receiving emails regarding renters insurance as it is a software setting. We understand your frustration, and we have shared your feedback with our Development team to improve this particular area in the product. With that said, a couple of options to remedy this that you may consider are, 1. Update your notification preferences and opt out of TurboTenant emails within your Settings 2. Upload a blank document to the renters insurance section to stop these specific emails. 

  Thank you again for bringing this to our attention. Please reach out to [email protected] if you need any assistance in the future.
  

  Thank you,

  
  Daisy
  TurboTenant Customer Experience
  
  

   

  
  
  

• Initial Complaint

  Date:01/23/2024

  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 turned on rent reporting over a year ago and turbo tenant randomly turned it off and then just decided to turn it back on this month and now it reported to my credit as a new account and is affecting my credit score

  

  Business Response

  Date: 01/25/2024

  Hi Carley, 
  
  Thank you for taking the time to submit this complaint and bringing this to our attention. The TurboTenant team is collaborating with TransUnion, the credit reporting agency, to rectify all files for accurate reporting. We would like to inform you that we have submitted all files for 2023, and they are currently being updated. Please be assured that rectifying this is our topmost priority, and our team is working tirelessly to ensure that all payments that were made on time in 2023 get accurately reported and that the closed accounts get reopened, which will positively adjust credit scores.
  
  We sincerely appreciate your patience as we work towards resolving this issue. If you have any additional questions, please reach out to [email protected] and we’ll be happy to help.
  
  Thank you, 

  Daisy

  TurboTenant Customer Experience

• Initial Complaint

  Date:12/27/2023

  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.

  I had a highly unfavorable experience during the first month of transitioning all my tenants to TurboTenant. Initially, I received an email from TurboTenant requesting Know Your Customer (KYC) documentation, threatening to disable the rent payment feature for my tenants if not provided. I promptly submitted all requested documents, including IDs, bank statements, and property proofs. However, two days later, one of my tenants informed me of difficulties with auto-draft rent payment, being instructed to make a manual one-time payment. Subsequently, all attempts to make payments failed, displaying no proper error on the screen.
  
  Engaging with their customer service proved challenging, and it's worth noting that their customer service is subpar in various aspects, and on-call support incurs charges. After much back-and-forth, I was informed that my KYC request had been denied, without any explanation for the denial. This situation is now causing delays in receiving rental payments for my properties, especially frustrating as I had recently migrated from Zillow Rental Manager.
  
  TurboTenant should have provided email notifications or confirmations when disabling the rent feature, offering clarity on the reasons. Instead, I had to navigate through a convoluted process to identify the actual issue. The customer support response I received stated, "After careful consideration of your documents and the information you have provided, we regret to inform you that your request for Rent Payments through TurboTenant has been denied. We understand this may be disappointing news, and we want to assure you that this decision has been thoroughly evaluated and is final. Please note that you are still able to utilize TurboTenant for all your property management needs, with the exception of rent payments, which will need to be made outside of our platform."
  
  As a legitimate business owner managing multiple properties, I possess all necessary documentation to prove the legitimacy of my business. This situation has created an undesirable experience for both my tenants and me, contrary to the seamless management of payments, leases, and applications that I sought from an online software. If TurboTenant cannot resolve this issue, I am seeking a refund.

  

  Business Response

  Date: 12/28/2023

  Hi Ranjit, 

  Thank you so much for bringing this to our attention. I apologize that you have not had the ideal experience with TurboTenant and I did take in-depth look into this: 

  You did reach out regarding this issue to our support team on 12/26 and this is what was shared with you:

  After careful consideration of your documents and the information you have provided, we regret to inform you that your request for Rent Payments through TurboTenant has been denied. We understand this may be disappointing news, and we want to assure you that this decision has been thoroughly evaluated and is final. TurboTenant has the right to admit or deny access to our platform pursuant to our Terms of Use which you can view here *****************************************. 

  The premium plan subscription has been refunded back to the card on file and you can expect to see that within 5-10 business days.
  

  ?Please note that you are still able to utilize TurboTenant for all your property management needs, with the exception of rent payments, which will need to be made outside of our platform.

  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.
  Thank you,
  KayCee
  TurboTenant Customer Experience 
  

• Initial Complaint

  Date:12/26/2023

  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.

  Complaint: 21057778
  
  
  
  I am rejecting this response because:
  
  
  After filing for a refund through turbo tenant a Christina has denied my refund request. By law you are required to give a approved or deny response. This company is allowing landlords to receive the money and not respond. If your a ‘third party company’ the funds should be held till the transaction is complete from both ends. 
  
  
  Regards,
  
  
  
  Tonio Thurman

  

  Business Response

  Date: 12/28/2023

  Hi Tonio, 

  Thank you for bringing this to our attention! 

  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 12/11/2023. 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. We highly encourage each renter to communicate with the landlord prior to submitting an application, in order to confirm that the listing is still available and that you meet the rental criteria set forth by the landlord. 
  
  I would highly encourage you to submit a refund request here: ******************************************* since one has yet to be submitted.These forms will be reviewed by our Accounting Department, and you can expect to hear back from them within 10 business days. 

  Please reach out to [email protected] if you need any additional support and we’ll be happy to help. 

  
  Thank you,
  KayCee
  TurboTenant Customer Experience
  
  

  

  Business Response

  Date: 01/04/2024

  Hi Tonio, 

  I appreciate you taking the time to follow up on my response. The $45 fee covers the rental application in addition to the screening report. Because we pay third-party companies out of pocket, we do not provide refunds once an application has been submitted successfully, per our Terms of Use.

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

  Your application was successfully submitted to the landlord. TurboTenant is the software the landlord is utilizing to market their rental property, and I would follow up directly with the landlord if you have any questions regarding the decision. 
  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.

  KayCee

  TurboTenant Customer Experience

   

  Customer Answer

  Date: 01/04/2024

  Complaint: 21057778
  
  
  
  I am rejecting this response because:
  
  
  I have already reached out to the landlord and I will not be reaching out again as previously stated in my original filing. No response has been given. This is theft. 
  

  
  
  Regards,
  
  
  
  Tonio Thurman

• Initial Complaint

  Date:12/19/2023

  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 sent an actual application to a supposed property manager. He sent me a link to turbo tenant and I am unable to get past the rental history or it keep throwing me out of the turbo tenant.

  

  Business Response

  Date: 12/19/2023

  Hi Dianna,

  Thank you for reaching out to TurboTenant and bringing this to our attention. You submitted an email to our Support team on December 18. 2023 at 6:39 PM reporting an issue. Our Support team responded to you the following morning December 19, 2023, at 7:17 AM with troubleshooting steps to further assist you. However, we have not heard back from you. Please reply to the email sent by our Support team so that we can help you resolve the issue and proceed further. We understand the importance of applying promptly and your response will help us find a solution to the issue you are reporting. 

  We look forward to hearing from you!

  Thank you,

  Daisy

  TurboTenant Customer Experience

  
  

• Initial Complaint

  Date:12/11/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Sasha Palomata

  

  Business Response

  Date: 12/12/2023

  Hi Sasha,
  

  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that TurboTenant is just the software that a landlord is utilizing to market and manage their rental properties. We do not manage or own the properties listed on our website. We highly encourage each renter to communicate with the landlord prior to submitting an application, in order to confirm that the listing is still available and that you meet the rental criteria set forth by the landlord. 
  
  With that being said, our Security Team has confirmed that they received and responded to your Refund Request form that was submitted on December 11th, 2023. In their response, they noted that a full refund has been issued for $55 on the same date, December 11, 2023. You can expect to receive that refund within 5-10 business days.
  I've included a screenshot of the processed refund for additional confirmation, as well.
  

  Again, we apologize for the inconvenience you experienced on our site and we very much appreciate your cooperation and understanding. If you have any additional questions of concerns, please direct them to our Customer Experience Team at [email protected].
  

  Thank you,
  Tony
  TurboTenant Customer Experience
  
  

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Zabrina Horn application status. On October 21, 2023, I sent Kimalie a direct message via Affordable Housing. She disclosed being unaware; of my application being submitted. I disclosed the application having been submitted more than a week prior. Ms. Hollomon stopped responding to my messages. To date, I've never received an update or email regarding my application status. However, both properties are still listed as available on the Affordable Housing website. I've reached out to Turbo Tenant & requested a refund but the monies were not refunded. I would greatly appreciate your assistance with this matter.

  

  Business Response

  Date: 11/17/2023

  Hello Zabrina, 

  Thank you for taking the time to submit this complaint and bringing this to our attention. TurboTenant is website that landlords use to manage their properties. We do not own or manage properties ourselves. 

  We have conducted further research on your specific case and have processed your refund. The amount of $55 has been returned to the card on file. It usually takes 5 to 10 business days for the refund to be credited to your account.

  If you have any additional questions, please reach out to [email protected] and we'll be happy to help. 

  Thank you, 

  Daisy

  TurboTenant Customer Experience

   

   

• Initial Complaint

  Date:10/31/2023

  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.

  Complaint: 20802232
  
  
  
  I am rejecting this response because:

  1. Under the terms and conditions it does state that under special circumstances a refund is possible

   

  2. According to the BBB, there is a pattern of complaints with TurboTenant and others saying similar scenarios
  
  
  
  Regards,
  
  
  
  Milana Dimitrijevski

  

  Business Response

  Date: 11/06/2023

  Hello Milana, 

  
  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that we are just the software that a landlord is utilizing to market and manage their rental properties. We do not manage or own the properties listed on our website. While we encourage a high level of communication between landlords and renters, it is ultimately up to the landlord utilizing the site to determine how they communicate their rental qualifications to the renter. 

  
  Our team has completed a review of the listing and the landlord account in question and did not find any indicators of fraudulent activity. 

  
  At this time, we will not be processing a refund for your application fee as the fee is clearly stated as being non-refundable at multiple points during the application process. You can read more regarding refunds in our Terms of Use here: *****************************************

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  

  Business Response

  Date: 11/18/2023

  Hi Milana, 

  We understand that you are disappointed with the outcome of our investigation into your claim of fraudulent activity. Our team conducted a thorough investigation of the account you reported and found no evidence to support your claims. Therefore, we regret to inform you that we cannot make any exceptions to your request for a refund.

  We apologize for any inconvenience this may cause and appreciate your understanding.

  Thank you,
  Tony
  TurboTenant Customer Experience

  Customer Answer

  Date: 11/20/2023

  According to BBB,

  CURRENT ALERTS FOR THIS BUSINESS (TurboTenant)
  

  Pattern of Complaint:
  BBB files indicate that this business has a pattern of complaints.
  
  Complaints primarily fall into two categories- those that report concerns related to the application process and related fees and those that report concerns about fraudulent rental listings.
  
  Some complainants allege paying an application fee for a property they are interested in and then never receiving any communication from the landlord or TurboTenant regarding the status of their application. Some of these complainants also allege that the property listing remains posted after applications have been submitted.
  
  Other complainants report being scammed by “landlords” posting fraudulent rental listings on TurboTenant’s platform. Some of these complainants are clearly unaware of TurboTenant’s role in the rental transaction while others better understand the relationship between TurboTenant, landlords, and potential tenants- but still feel TurboTenant could do more to prevent fraudulent listings or to help victims of fraud being perpetrated on their website.
  

  And PLEASE READ THIS article:

  ******************************************************************************************************************************

   

   

• Initial Complaint

  Date:10/11/2023

  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.

  GOOD AFTERNOON RAMONA CARGO I AM MAKING A COMPLAINT FOR TURBOTENANT. MY RECEIPT FOR TRANSACTION 1952-5714, IT WAS PAID ON THE OCTOBER 7, 2023 @7:30 PM BY VISA. I APPLIED TO 531 TINTON AVENUE #5A BY ADIEL PEREZ. CALLED 8 TIMES LEAVING MULTIPY MESSAGES WITH MY NUMBER TO CALL TEXT MESSAGES EMAILS FOR VIEWING THAT APARTMENT FILLED OUT AN ONLINE APPLICATION 718-549-7636 IS THE NUMBER I BEEN CALLING AND NO RESPOND TO TEXT MESSAGES NO EMAILS NO PHONE CALLS. i WAS COOL WITH IT BECAUSE THE APARMENT WAS IN WALKING DISTANCE FOR ME I WANT MY $55.00 REFUND BECAUSE I BELIEVE IT IS A SCAM. AND STILL AS OF OCTOBER 10, 2023 AMD RETURN NOTHING AND AM FILING THIS COMPLAINT.

  

  Business Response

  Date: 11/06/2023

  Hello Ramona,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that we are just the software that a landlord is utilizing to market and manage their rental properties. We do not manage or own the properties listed on our website. While we encourage a high level of communication between landlords and renters, it is ultimately up to the landlord utilizing the site to determine how they communicate their rental qualifications to the renter. 

  
  Our team has completed a review of the listing and the landlord account in question and did not find any indicators of fraudulent activity. 

  
  At this time, we will not be processing a refund for your application fee as the fee is clearly stated as being non-refundable at multiple points during the application process. You can read more regarding refunds in our Terms of Use here: *****************************************

  
  Thank you,
  Melissa
  TurboTenant Customer Experience

  
  

• Initial Complaint

  Date:09/25/2023

  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.

  Complaint: 20650324
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Kelli Webb

   

  We sent a Private Message to Melissa at Turbo Tenant and awaiting response. Thank you BBB.org

  

  Business Response

  Date: 10/23/2023

  Hello Kelli, 

  Thank you for bringing this complaint to our attention. In order to investigate your claims further, please reach out to me directly via email at [email protected]. I am unable to locate a TurboTenant account associated with the name or email address provided in your complaint. 

  Thank You, 

  Melissa 

  

  Business Response

  Date: 11/06/2023

  Kelli, 

  Thank you for following up and providing the email address associated with your TurboTenant account. To clarify, marketing was disabled on your account due to your alternate application process. Due to costs and syndication partnerships, properties associated with accounts primarily used for marketing aren't currently being syndicated through TurboTenant. This was explained when you reached out to our support team on September 16, 2023. 

  Please be advised that this decision is final, and you are welcome to utilize the other features of TurboTenant, including choosing to market properties on Facebook Marketplace or Craigslist. 

  Thank you, 

  Melissa