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:05/05/2023

  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.

  I was scammed on this website they took money for an application for a house. The website or business doesn't illegal business amd gathers people information meanwhile these properties they advertise are not available or not owned by the person contacting you. Not only did I pay $55 my wife did as well totaling $110

  

  Business Response

  Date: 06/01/2023

  Hello Samantha,

  
  Thank you for taking the time to submit this complaint and bring this to our attention.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 May 4, 2023 (the same day this complaint was submitted) over concerns about the legitimacy of the listing you recently submitted an application for. One of our Support Specialists responded promptly the same day and on May 5, 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:04/21/2023

  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.

  Turbo Tenant charged a $55 application fee without helping or doing anything. I applied for rental property and received no response after almost 2 weeks. It promised the Landlord would respond in 3 business days. When I went to contact the Landlord by phone, the number was no good. I e-mailed the Landlord twice and reached out to her thru TT's website, but received no response. When I reached out to TT customer service, all the rep did was state that I need to contact the Landlord. I made it clear twice, to this CS rep, that I couldn't reach the Lordlord! This person did nothing to help! It was a very frustrating experience! I have requested that my $55 be refunded back. I want a refund!!!

• Initial Complaint

  Date:03/06/2023

  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.

  I have owned the property at **** * **** *** *********** *** ***** for a year now. It is shown as being available for rent on ***************. A friend told me she saw it on **************. These are fake, fraudulent listings and should be taken down.

  

  Business Response

  Date: 03/31/2023

  Hello ******,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. I am showing that the rental listing for the address you provided is not currently marketed on TurboTenant, and has not been an actively marketed property since 2020. Additionally, the ************** listing that you mentioned is not active.

  
  Our team has thoroughly investigated the TurboTenant account and listing. As you mentioned only owning the home for 1 year, along with the fact that this listing has not been actively marketed for several years, our team did not find the account or listing to be fraudulent. 

  
  Just like a sale listing remains online after a property has been purchased, not all third-party listing sites will completely remove the listing, but instead update the listing to show that is no longer available, which is how ************** handled this listing in this case. 

  
  If you have any additional questions, please reach out to *********************** and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using TurboTenant since April 2021. On 26 February 2023, I was informed my TurboTenant account was suspended. I sent an email asking about this to their support email address. Today, I received the following message without any explanation or resolution:
  
  "Hi there, ??
  
  Thank you for reaching out to TurboTenant Customer Support! My name is Sue, and I'd be happy to assist you today ??
  
  I appreciate you taking the time to provide these verification documents. After reviewing the documents and the associated account per our security protocols, we will not be enabling your account in order to market properties through TurboTenant, nor for rent payments. Thank you for your interest in our page."

  

  Business Response

  Date: 03/09/2023

  Hello ******,

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

  
  TurboTenant has several automated security protocols in place to protect both the landlords and renters utilizing our platform. Your account was flagged on February 26, 2023 per our security protocols for additional verification. Our security team elected to re-open the account on March 4, 2023 after you provided additional documents confirming your ownership of the property you have listed on your TurboTenant account. 

  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
  

  
  

  Customer Answer

  Date: 03/10/2023

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

• Initial Complaint

  Date:02/27/2023

  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 and my adult son applied for a rental ($55 each) on February 3rd through TurboTenant. The property was listed on January 19th which stated that it was available IMMEDIATELY (all caps in the listing). I have tried contacting the landlord by phone and through TurboTenant. There has been no response. The posting is still up and I have tried everything I could to find additional contact information for the landlord. In a response to a refund request for both myself and my son from TurboTenant, they stated that they are not responsible and will not provide a refund. They are perfectly willing to take our money and not provide any services in return. How much money has TurboTenant taken for this property? It is an unethical business practice to continue to accept money for a property that can't be contacted but continues to advertise that the property is available.

  

  Business Response

  Date: 03/09/2023

  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 with an applicant on the status of an application 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, as we communicated to you when you initially reported the listing. 

  
  There are several mentions of the application fee being non-refundable when completing your application and it is also listed within our Terms of Use. Your refund request was submitted on February 24, 2023 and you received a response from our support team the next day, on February 25, 2023.

  
  ?Please let me know if you have any additional questions. 

  
  Thank you,
  Melissa
  

  
  

  Customer Answer

  Date: 03/10/2023

  Complaint: ********
  
  
  There it is folks. They are legally covered so they do not care if they are taking your money with no services provided. I realize I will not be receiving a refund from this crooked business because I signed the legal agreement under the assumption I was dealing with a legitimate business. They take money from the landlords and they take money from unsuspecting applicants and then hide behind the excuse they are just a third-party with no responsibility. You took my money…not the landlord.

  If you truly tell your landlords to communicate, how about not charging any money until the landlord confirms they have talked to an applicant? That might save you from angering even more people. 
  
  
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 03/25/2023

  Hello ******, 

  
  Thank you for taking the time to review my response to your complaint. On the TurboTenant listing, the landlord’s contact information along with an interest form is included for applicants to utilize so that they can confirm any listing details or ask any additional questions prior to filling out the application. There is no requirement to fill out and pay for an application in order to speak with the landlord. 

  
  As I previously stated, our security team has thoroughly investigated the listing and associated landlord account and the account is legitimate, as we communicated to you when you initially reported the listing. 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 with an applicant on the status of an application does not deem a landlord to be fraudulent. 

  
  Have a great day, 
  Melissa
  TurboTenant Customer Experience 
  

  
  

  Customer Answer

  Date: 03/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The fact remains you are taking money from prospective tenants without providing any service. Show me the pre-screening report that you provided to the landlord. Until then, we're just going to keep going around and around on this issue. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/24/2023

  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.

  Yes so I signed up with the management company simply because they claimed to offer more resources to my tenants. In the form of easy payment options, option to help build credit and to assist with renter’s insurance. After paying for their premium service totaling $99 on 2/16/2023. The company denied me the option of connecting my bank account in order to collect rent. I’ve been trying to get an explanation but getting no success. The only response they’re giving are vague with no detail at all (or system denied it based on our protection settings). Gave me no further instructions on what to do to correct whatever mistake caused the account to be denied. If the company does not want me to use their services kindly return my money so that I can continue searching for a management option for my rentals thank you.

  

  Business Response

  Date: 03/09/2023

  Hello ******,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. After reviewing your account and the verification documents provided, our security team opted not to approve your account to accept payments through TurboTenant. While I cannot provide specific details regarding our internal review process, I can assure you that a thorough review was conducted and we took the appropriate action per our Terms of Use. (*****************************************) 

  
  While you still have access to the site and are able to utilize the other features included in the Premium Plan, our team did provide you with a one-time courtesy refund of your Premium Plan subscription on February 24, 2023. 

  
  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:02/21/2023

  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.

  I own several rental properties and have POA to handle a property that my daughter owns and wants to rent out. Both my daughter and I tried to place a professional and appropriate listing for the property. She listed it first on 2/16/23 under her name and her "account was suspended" the next day without notice or explanation. There is no phone to contact a person at Turbo Tenant. She received an email response that the "decision was final" without explanation. Because I had used the site before to rent some of my properties, I placed the listing under my account name on 2/20/23 (I have legal authority to do so as I have POA as already mentioned). My account was also "suspended without explanation". I have not received a response when I sent email to their help email. This is unacceptable and my daughter is ultimately losing out on potential tenants due to the shabby service, poor communication, and inadequate notice or explanation when unilaterally "suspending accounts". For the record, the listing is for a very nice townhome property in a prime location. My daughter and I are experienced in real estate and rental matters and there was nothing whatsoever wrong with the listing or legitimacy of the offer to lease/rent.

  

  Business Response

  Date: 03/03/2023

  Hello *****,

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

  
  Your account was flagged on February 20, 2023 after listing a property associated with a previously blocked account. Our team elected to re-open the account on February 23, 2023 after confirming your ownership of the property. We offer both chat and email support for our users, and also offer phone support to Premium Plan subscribers. 

  
  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
  

  
  

  Customer Answer

  Date: 03/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  1. I am not a premium subscriber therefore your reference to customer service options as a premium subscriber are not relevant to my issue. You are deflecting.

  2 I did send an email to your support help address to request help prior to filing this BBB complaint. Have never received a response. You have completely dropped the ball. Your support/help is a joke.

  3. you blocked the referenced account without explanation. You have yet to explain why the account was blocked in the first place when listing a legitimate property. You caused the problem by doing that without explanation or rectifying your action.

  Therefore, your response is insufficient for me to agree you have addressed the core issue. Nor have you provided a satisfactory explanation. As far as I know, you have continued to block my daughter’s legitimate account. 

  
  Regards,
  
  
  
  Dr. ***** ****

  

  Business Response

  Date: 03/19/2023

  Hello *****,

  
  Thank you for taking the time to review my response to your complaint. In your original complaint, you stated that there was no option to contact TurboTenant by phone which is why I stated in my response that we do offer phone support to our premium subscribers. If you opt not to subscribe to the premium plan, our support team is available via chat and email. 

  
  As I previously stated, your account was flagged on February 20, 2023 after listing a property associated with a previously blocked account. Our team elected to re-open the account on February 23, 2023 after confirming your ownership of the property. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Trying to find a pre screening questionnaire. Can't find it anywhere.

  

  Business Response

  Date: 02/28/2023

  Hello *******, 

  
  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. 

  
  In reviewing the TurboTenant account associated with your email address, I am showing that you inquired about four different listings within the past few months. A pre-screener would have automatically been sent to your email address to complete for each property. If you misplaced that email, I would highly encourage you to follow up with the landlord of the property you are interested in directly through the TurboTenant listing or by logging on to your TurboTenant account. 

  
  For faster response to support-related questions, please email *********************** or reach out to our team via the chat bubble on our website. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:02/13/2023

  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.

  This company is stealing and submitting fraudulent listings.
  Please see the link to their apartments.com listing compared to real StreetEasy listing it was stolen from. I’ve been contacted by several renters about this.
  Screenshots are of the apartments listing and my StreetEasy management page showing these are my listings.
  ***************************************************************** *****************************************************************

  

  Business Response

  Date: 02/24/2023

  Hello,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. I am showing that the listing you included in your complaint was removed from our site on February 12, 2023 and the associated account was blocked the same day pending an investigation from our Security team. 

  
  TurboTenant has several automated processes in place to help us stop fraudulent users in their tracks, and we have a security team dedicated to monitoring accounts for suspicious activity. While we cannot prevent a bad actor from accessing public information already listed on the web (addresses, former sale listings, etc.) we review accounts as they are opened and as listings are created through both automated and manual review.
  
  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:02/06/2023

  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.

  TurboTenant**** has my home listed for rent, but I am not renting my home, and I did not list it for rent.
  
  *********************************************************************** 
  TurboTenant**** did not verify ownership of the home before they allowed the rental listing. I want my home information to be deleted immediately from their website. Several people have come to my home since they have my home listed on their website.
  
  I filed a fraud report with the Chicago police on 2/05/2023.
  
  If anyone else comes to my home or if my home is damaged due to the fraudulent listing then I will hold TurboTenant**** responsible and I will retain an attorney.

  

  Business Response

  Date: 02/18/2023

  Hello *******,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. I am showing that the listing you included in your complaint was removed from our site on February 7, 2023 and the associated account was blocked the same day pending an investigation from our Security team. 

  
  TurboTenant has several automated processes in place to help us stop fraudulent users in their tracks, and we have a security team dedicated to monitoring accounts for suspicious activity. While we cannot prevent a bad actor from accessing public information already listed on the web (addresses, former sale listings, etc.) we review accounts as they are opened and as listings are created through both automated and manual review.
  
  If you have any additional questions, please reach out to *********************** and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 02/21/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The company has no security in place since anyone can list any property that they want without proving ownership or residency. 

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

  

  Business Response

  Date: 03/03/2023

  Hello *******, 

  
  Thank you for taking the time to review my response. For security purposes, I cannot provide extensive details regarding our internal security procedures; however, I can confirm that TurboTenant has several automated processes in place to help us stop fraudulent users in their tracks, and we have a security team dedicated to monitoring accounts for suspicious activity. 

  
  As I previously mentioned, while we cannot prevent a bad actor from accessing public information already listed on the web (addresses, former sale listings, etc.) we review accounts as they are opened and as listings are created through both automated and manual review.

  
  If you have any further questions, please reach out to *********************** for additional assistance. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience