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:09/01/2023

  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.

  We were first notified on August 28th of the need to upload our bank statement or a voided check to verify our account and to continue accepting rent payments from our tenants through TURBO TENANT. We immediately loaded our bank statement through their website. After receiving several other notices about the exact same information being requested we contacted customer service via email because it is impossible to contact these people by phone. Kevin advised me that i need to provide an EIN number since my bank account is a business account. This information was submitted and we wake up this morning to the exact same request for information and they are holding at least 3 of our tenant's September rent payments in suspense when absolutely none of our bank information has changed from the start. We request that they release our tenants payments to our account immediately. After this is resolved, we will then do business elsewhere because this type of incompetence on their end is not worthy of my business. We also ask for your premium membership fee be refunded because they have not lived up to what they advertised. Reviewing the number of complaints on their file i can understand why they have a B rating.

  

  Business Response

  Date: 09/29/2023

  Hello Elando,

  Thank you for taking the time to submit this complaint and bring this to our attention. 

  While I completely understand your frustration, I would like to reiterate what has already been communicated to you when reaching out to our support team. Our payment processor, Stripe, is required by law to get to know its customers. This is called a KYC (Know Your Customer) survey for every business that signs up with us, regardless of how many transactions they've processed. This involves completing in-depth reviews throughout the lifetime of every single account, including what they're selling, how they intend to sell it, their own description of their products and services, their website, and a myriad of other details. They use all of this information to determine how risky a business is. When you opted to add a new entity under your LLC, it triggered this review by Stripe and they requested additional documentation (in the form of a bank statement or voided check) to verify your newly added entity.

  When reviewing your account, Stripe also determined that the EIN for the entity failed their verification with the IRS. In order to verify your EIN, Stripe requires an SS4 confirmation letter, not just the EIN provided over chat as you tried to do. Once our team received the requested documentation, the date listed on the document was 8/31/23. Typically for newly issued EINs, it can take up to 15 days for the IRS database to be updated and for Stripe to be able to confirm the EIN. In this case, our team worked tirelessly to expedite this process for you and your account was verified in early September with payouts being in your account as of September 6, 2023.

  We appreciate your cooperation in this matter and look forward to continuing to serve you in the future.

  If you have any further questions, please feel free to reach out to our support team directly via email at [email protected].

  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:08/24/2023

  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.

  Please Beware. Criminals are using this landlord software to steal ppl money. The software may be legit but the so called “landlords” are easily a scam. On 8/19/2023 I paid $55 for an application fee and on 8/20/2022 the “landlord” Michael Harrison said I was approved for the basement apartment at address 422 58th St NE Unit# B Washington DC. So, I asked to view the place and hand deliver the deposit to him during the viewing and then the landlord didn’t respond back until 8/23/2023, at which I was told I cannot view it until 9/1/2023, but if I wanted it I had to pay him the deposit on or before 8/26/2023 and if after the fact when I view the apartment on 9/1/2023, I have 72 hours to reject it and receive my deposit back. I asked if he collects the money via the turbotenant portal, but he didn’t reply. I told him no thanks for this scam! THIS is CRAZY! This landlord software is a joke! DO NOT DO TRANSACTIONS WITH IT! I hate I entered my personal information within it. Make sure you keep your credit frozen and monitored to safeguard against them. I demand a refund from this software company or whatever they claim to be!

  

  Business Response

  Date: 09/21/2023

  Hello,

  Thank you for taking the time to submit this complaint and bring this to our attention.

  TurboTenanat is the third-party software that a landlord can utilize to market and manage their rental properties. We do not own or manage any of the properties listed on our site. While we encourage our landlords to engage in a high level of communication with applicants or prospective renters, ultimately it is up to the landlord to own and manage their communication with their renters. Failure to communicate in a timely manner with an applicant does not deem a landlord to be fraudulent. 

  Our security team has thoroughly investigated the listing and associated landlord account and the account is legitimate. 

  At this time, your request for a refund is being denied as your application was successfully submitted. 

  Thank you,
  Melissa
  TurboTenant Customer Experience

• Initial Complaint

  Date:08/21/2023

  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.

  Filled out application for a rental property on 8/17/2023. Application Fee was $55. The rental seemed to be a great deal, however, when I called the listed landlord for the property, she informed me she didn't own any rental real estate. She's in California, and I'm based (as well as the listed property) in Albuquerque, NM. She informed me the listing was a scam and someone was using her name and contact information for for a false listing.
  
  I reported the listing on the company website, and not indication of a refund, or contact information to get money back. I took a screen shot of the listing which includes the landlord's name and phone number.
  
  We'd like to get a refund and report the site / listing as fraud. I attached the screen shot, along with the transaction information.

  

  Business Response

  Date: 09/18/2023

  Hello Andrew,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that TurboTenant is the website that landlords use to manage their properties, we do not own or manage any properties ourselves. 

  
  In reviewing your account and completed application, I do see that you emailed our Support team, on August 18, 2023 (1 day before this BBB complaint was submitted) over concerns about the legitimacy of the listing you recently submitted an application for. One of our Support Specialists responded promptly and on August 19, 2023 issued you a one-time courtesy refund for the $55 application fee while we investigated the reported listing. 

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

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Complaint: 20435598
  
  
  
  I am rejecting this response because: I have emailed the company several times with zero responses
  
  
  
  Regards,
  
  
  
  Bob Smith

  

  Business Response

  Date: 08/08/2023

  Bob, 

  
  Thank you for taking the time to submit this complaint and bring this to our attention. In reviewing your complaint I am showing the TurboTenant account associated with your email address is active and was last accessed 3 days ago. However, I am not seeing any correspondence from associated with your account or your email address to our Support team. Please reach out to our team via email [email protected] for further assistance. 
  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  

  Business Response

  Date: 08/23/2023

  Bob, 
  
  As previously mentioned, I am not seeing any correspondence associated with your account or your email address ([email protected]) to our Support team. Can you please clarify if you are writing from a different email address? As well, are you submitting a ticket through your account or emailing our support team directly? For a faster response, you are welcome to reach out to our team (our email is [email protected]) using the email address associated with this complaint. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 08/23/2023

  Complaint: 20435598
  
  
  
  I am rejecting this response because:
  
  
  
  Regards, I don't care whether you see my emails or not several were sent to turbo tenant from [email protected]. You did not respond to any of them. In looking at reviews from of your company from different websites this is a common occurance and shows the level of customer concern from your company
  
  
  
  Bob Smith

• Initial Complaint

  Date:08/07/2023

  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.

  Complaint: 20435434
  
  
  
  I am rejecting this response because: I created a lease and sent it for signature. At the end of the lease Turbo Tenant asked me if I wanted to renew it. It gave me the check list to do so. I edited the lease document and renewed it. on the third round of renewals I changed the lease significantly and sent it for signature. Within my account there is now no evidence of the document that was created not once or twice but three times. On the third lease I changed my mind and deleted the lease I last created which seems to have deleted all of the other leases past. I was first told by support they were having a technical issue and the lease documents would be replaced by monday. On tuesday the story changed to "You never had a lease or ever created a lease." Since the lease had a long special section written into it I assure you this was not only created in my mind. I understand TurboTenant does not want to be held accountable for deleting those lease documents. Sadly that does not in any way change the fact that this has happened. I made 3 leases and deleted 1. TurboTenant did delete the previous two leases. I do understand the difference they refer to in the lease profile. There are several other issues with the software but this one is a huge huge. issue.

  The support has had multiple missteps- for instance when I first asked why the tenant was receiving late notices if there was supposedly no lease agreement I was told by their BOT that whoever is sending out those emails should be contacted as if there is no lease then there is no legal late notice. The next agent said that it was written in a confusing manner and they would update their knowledgebase.  the third agent then said that actually they do consider people without lease agreements "tenants" and that is why they indeed ARE sending out those late notices.This is just one example of the mixed messages coming from their support. I think I believe the bot. The bot said that Turbo Tenant does not send out late notices to people who have NOT signed a legal lease agreement. Turbo tenant then admitted to being the sender of those emailsand simply changed the story to- yes we send late notices to people who don't have any agreement. 

  Just a really bad service overall. 

  
  Regards,
  
  
  
  Sara Nightingale

  d support and asked where the leases were and all that information.
  
  Sadly ths support there did nothing but regurgitate articles that were unhelpful. Finally one agent said oh our database is having some xyz problem. We will fix it by Monday. On Monday the only lease that came back was the one I wanted to delete. From there I have been met with three support agents who continually repeat that I never had any leases. Albeit maybe she never signed I don't know now. Their support bot said Whoever is sending the late notifications should be contacted as there is no lease. I contacted turbotenant and they now say that they DO send out late notifications to people that are not in a lease...they refuse to help me. I think it is because they have deleted a years worth of leases and now I am having aproblem with the tenant they want to wash their hands of it and take back everything they said and deny I ever had these two lease agreements. They refuse to take responsibility for a huge problem

  

  Business Response

  Date: 09/04/2023

  Hello Sara,

  Thank you for taking the time to submit this complaint and bring this to our attention. 

  While I completely understand your frustration, I would like to reiterate what has already been communicated to you when reaching out to our support team. If there was a signed lease agreement, it would be living under the "Documents" section.

  The TurboTenant Lease is not the same thing as a signed lease agreement. The TurboTenant Lease is a way to organize all information pertaining to the lease term: tenants, payments, documents, maintenance, etc. As you can see there are no documents uploaded under the "Documents" section of the lease. If you had created a lease agreement through TurboTenant it would look like the sample lease agreement included in this Help Center article: ******************************************************************************

  You are given the choice to end your TurboTenant lease to either keep it as an active lease or archive it as those are the steps provided; however, you would still need to update your actual signed lease agreement with an addendum in order to renew the lease.

  There was a draft lease agreement that was recovered from your account which you acknowledged deleting. That was the only lease agreement associated with your account. 

  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  

  Business Response

  Date: 09/21/2023

  Hello Sara,

  I understand your frustration with our platform, but I need to continue to reiterate that there is a difference between a TurboTenant lease and an actual signed lease agreement.

  The TurboTenant Lease is not the same thing as a signed lease agreement. The TurboTenant Lease is a way to organize all information pertaining to the lease term: tenants, payments, documents, maintenance, etc. As you can see there are no documents uploaded under the "Documents" section of the lease. If you had created a lease agreement through TurboTenant it would look like the sample lease agreement included in this Help Center article: ******************************************************************************

  As I previously mentioned, If there was a signed lease agreement, it would be living under the "Documents" section. You deleted the draft lease agreement in your account, and that is the only document that we restored from our database. I have confirmed with our development team that there is not a signed lease agreement associated with your TurboTenant lease. 

  The checklist you are referring to is to update the information on your TurboTenant lease, not the actual lease agreement. In the platform, you have the ability to add tenants to your TurboTenant lease without a lease agreement as some landlords already have a signed agreement. The support agent you were speaking with was suggesting you might want to consult a legal expert as without a signed lease agreement you might have trouble enforcing late fees. Again, just like adding a tenant you can add charges to your TurboTenant lease without a signed lease agreement. 

  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Turbo Tenant does NOT verify ANYTHING. My daughters were scammed out of $6000.
  They drove by the property to verify it was real.
  They met with the "owner's" assistant and she had keys and let them tour the property to make sure this was real.
  They used turbo tenant to pay the application fee, security deposit and first months rent as is suggested by Turbo Tenant.
  They even purchased renters insurance THROUGH Turbo Tenant.
  THIS PERSON DOES NOT OWN THE PROPERTY nor do they own any of the properties they are listing on Turbo Tenant to scam people out of money.
  I've reported their new fraudulent listing through Turbo Tenant 3 times and the property is still listed for rent. Please don't reply with your BS about your sophisticated verification system because I was able to list a bogus property (that I don't own) in less than 10 minutes through your system.
  Stop pretending you verify these owners and remove your fake assurance that it is being done.

  

  Business Response

  Date: 09/04/2023

  Hello Kay, 

  
  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. 

  
  With that being said, in order to investigate this claim further I will need the applicants to reach out to our support team via email at [email protected]. I am not finding any payment history or an application associated with your name or email address. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:08/01/2023

  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.

  My email history with TurboTenant showing that contrary to TurboTenant’s claim my application was never accepted; we were indeed informed it was rented to someone else as shown. After hearing from the landlord on 7/10 that he could not access our application my co-applicant and I immediately filled out a PDF application. The San Francisco rental market is incredibly competitive and we didn’t have time for back and forth troubleshooting with TurboTenant—especially given we saw the landlord’s message after business hours. We sent the PDFs by email ASAP. Two days later, on 7/12 I wrote to complain about the issue and seek a refund. It was already too late to fix things. Ultimately the business completely failed to provide it’s most basic functionality.

  

  Business Response

  Date: 08/01/2023

  Hello Psi,

  
  Thank you for taking the time to submit this complaint and bring this to our attention.

  
  In reviewing your account and completed application, I am not finding any record where you or your future landlord reached out to our support team to bring this error to our attention. Your application was successfully submitted on July 9th, 2023, and was available to view at that time. There were no other user reports of application errors during that time.  

  
  As previously stated in response to your refund request, 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 are unable to provide a refund.

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

  
  Thank you,
  Melissa
  

  
  

  Customer Answer

  Date: 08/02/2023

  Complaint: 20408207
  
  
  
  I am rejecting this response because:
  

  See just-attached additional evidence and information.

  
  Regards,
  
  
  
  Psi Vesely

  

  Business Response

  Date: 08/16/2023

  Psi, 

  
  The attached email that you provided is an email from the landlord to you. This does not provide any evidence that you or your future landlord reached out to our support team to bring this error to our attention. Your application was successfully submitted on July 9th, 2023, and was available to view at that time. There were no other user reports of application errors during that time.  

  
  As previously stated in response to your refund request, 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 are unable to provide a refund.

  
  Thank you, 
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:07/21/2023

  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.

  In July of 2022 I was disappointed by the level of service included in the "premium package" for landlords. I asked to have my account suspended and a refund.
  Again in July of 2023, my credit card was again charged for premium services. This time I filed a credit dispute.
  
  I recently learned that in the small print there are terms and conditions that allow for automatic subscription renewal.
  
  For the life of me I can't find the terms and conditions on the web site. I also learned that I was charged for the premium services, but can't access them as my account has been declared inactive.

  

  Business Response

  Date: 08/16/2023

  Donald, 

  Thank you for taking the time to submit this complaint and bring this to our attention. In reviewing your complaint and your past Support conversations I am not seeing a conversation where you asked to close your account. Both conversations attached just mention a refund, which was denied per our Terms of Use. As you have opted to file a dispute with your financial institution I am unable to offer a refund on your Premium Plan renewal. I have gone ahead and closed your account per your request in this complaint. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:07/12/2023

  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 have been using TurboTenant as a landlord without issues. Recently my rent payment was late even though the tenants made the payments before their due date. I reached out to their support and they are telling me the issue is with their payment processer stripe but, when I reached back to stripe they point the finger back to TurboTenant. They refuse to process my funds and are dragging their feet answering me as to what the next steps are. I need my rent money to pay my mortgages. Their sevice is super unprofessional and they lack a sense of urgency.

  

  Business Response

  Date: 08/09/2023

  Daniel, 

  
  Thank you for taking the time to submit this complaint and bring this to our attention. As previously stated, your Connect account with our payment processor, Stripe, was restricted. Stripe did not notify TurboTenant of the restriction and when we inquired as to the reason for the restriction and how best to rectify the issue Stripe revealed that the restriction was put in place due to an ongoing legal situation that you were involved in. 
  

  Our team remained in contact with you throughout this process once the restriction was brought to our attention and provided updates to you as soon as we received them from Stripe. When signing up with TurboTenant you agree to both our Terms of Use as well as Stripe’s. As of July 17, 2023, the restriction was lifted after Stripe received a Notice of Dismissal regarding your restraining order. You were notified of this on July 17, 2023 and your payouts were reset the same day. 
  

  If you have any further questions, please contact our support team directly at [email protected].
  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:07/11/2023

  Type:Sales and Advertising 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.

  My wife Erin and I completed an application for a home on 7/3 and the company website indicated that a wait of up to 3 business days would be required for a response.
  I have yet to be contacted directly by the company except in response to an email I sent asking for an update.
  The response I received was uninspiring, telling me that I need to reach out to the landlord, and that I had made an error in contacting their customer service. I replied that since I had only had a business transaction with them, at 2 charges of $45.00 each, and had yet to be contacted by any landlord, I was their customer and that since they were still collecting fees for applications as the vacancy still is being advertised, I thought I was correct.