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:02/01/2023

  Type:Customer Service 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.

  January 2023 i purchased turbo tenant premium plan to list my house for rent.
  January 31, 2023 message came up saying my account is suspended. I have sent several emails no one has responded. I am missing out on prospective tenants due to not being able to respond to leads. There's no telephone number to reach anyone and the company is not responding to any emails. I'm wondering is this a scam. Take people money lock the account and don't respond.

  

  Business Response

  Date: 02/13/2023

  Hello *****,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. I sincerely apologize for the confusion here; however, in reviewing the previous tickets opened under both email accounts you have with TurboTenant (*************************** and **********************) it appears as though you updated your phone number to 000-000-0000 which automatically blocked the account due to our Terms of Use. One of our support team members did respond to your email the next business day (February 2, 2023), and requested a valid phone number in order to re-open your account.

  
  I can confirm that the two TurboTenant accounts associated with the emails *************************** and ********************** have been re-opened. As a one-time courtesy, I have completed a refund for your premium plan that was purchased on January 20, 2023. This refund will be reflected on your bank statement within the next 5-10 business days. 

  
  If you have any additional questions, please contact our support team at [email protected]

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 02/13/2023

  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:01/30/2023

  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
  
  Information on website regrading rental properties is either misleading or flat out INCORRECT
  Properties shown as available were removed after my credit card account was processed for rental application fee.
  
  TURBOTENANT
  Also, programming/coding behind the website is fraught with errors: Income declared on one page was misrepresented or misreported on another page.
  
  Requested personal information was impossible to enter because text-boxes were limited to 3 characters of text, only. (see attachment: auto license plate)

  

  Business Response

  Date: 02/07/2023

  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. 

  
  I am showing that a one-time courtesy refund was processed on February 7, 2023, after reviewing your refund request submission. As our support specialist stated in response to your request, the payment was refunded to the original payment method and will be reflected on your statement within the next 5-10 business days. 

  
  All income that is declared is self-reported by the renter when completing the pre-screener and/or application. TurboTenant does not fill in that information on behalf of the renter. If you have inputted the incorrect information, you can update the application by logging into your TurboTenant account. 

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

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  My daughter submitted a request for a house rental on ***********. She received an email from ****** ***** about leasing the house. He requested some information and then sent over a lease agreement. He then requested 2000 dollars for 1st month rent and security deposit via *****. She sent him the money and then stated since previous tenant was late neede an additional 1000 dollars. She sent that and then started talking about his personal assistant was over her limit on ***** and could she send it to his lawyer. We did that so in the end we ended up sending 4000 dollars later to find out the legitimate listing was only on ******. I contacted *********** and they advised me they received the listing from turbo tenant. The listing is located at ***** * **** ****** ***** ******* ** *****. The person on ****** states they don’t know ****** and used turbo tenant to show listing as a scam.

  

  Business Response

  Date: 02/07/2023

  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. 

  
  I am showing that you reached out to our support team via email on January 25, 2023, regarding this listing and a member of our support team responded the same day letting you know that we received the report and have removed the listening and suspended the associated account pending an investigation from our security team.
  In reviewing the account, I am not seeing that an application was submitted through TurboTenant nor were any payments exchanged through our platform that matches the information provided. If funds were exchanged outside of our platform, you will need to contact your banking institution regarding a refund. 

  
  Additionally, I wanted to provide you with an online resource on how to avoid rental scams online: *****************************************

  
  Please do not hesitate to reach out to our team at *********************** if you have any additional questions!

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 02/13/2023

  Hello
  
  We did not view the lease from Turbo Tenant. We saw the lease on *********** who advised me that they received the listing from Turbo Tenant.  We exchanged money with the contact on the listing that we thought was verified by either turbo tenant and or ***********.   So 2 companies did not even verify this listing and we became victims of a scam and because we sent the money via ***** we cannot recoup the $4000. Not happy with turbo tenant response. 

  

  Business Response

  Date: 02/18/2023

  Hello *****, 

  
  Thank you for taking the time to review my response and submit a follow-up message. As I previously stated, 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. 

  
  When a listing is published on a third-party website, such as *********** information is included in the listing directing you to go through TurboTenant to submit an application. As you opted to communicate and send money to the landlord outside of our platform, I am unable to assist you further with recovering those funds and would suggest following up with your banking institution. 

  
  I would highly encourage you to review the online resource I provided on how to avoid rental scams online: *****************************************

  
  Please do not hesitate to reach out to our team at *********************** if you have any additional questions.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a rental listing through TurboTenant that was listed on ***********. Only after looking for more information on the landlord did I see the listing was a scam. I would like the company to refund me for my $55.00 application fee, as the listing is fraudulent. The scammer who created the listing uses a false name, very different from the real listing, and uses the phone number of a different person. I would also like my application withdrawn, and if possible the background check I approved to be stopped from being accessed by the scammer. I greatly appreciate your help in this matter.
  
  I have included below the email I sent yesterday and today, 1/20-1/21. My email heading is Refund-Withdraw Background Check.
  
  -----
  Hello,
  
  I just made a payment for a property I saw for rent Pensacola, FL, and I would like to cancel my application and withdraw my approval for the background check. My receipt number is #*********.
  As shown above in this screenshot, this house is currently listed for sale, not rent. I would appreciate help ASAP with this matter, as I am sure the scammer will want to look at my background check to try to scam me.
  
  Please help me with my issue.

  

  Business Response

  Date: 02/02/2023

  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. 

  
  I am showing that a one-time courtesy refund was processed on January 21, 2023, on the same day you submitted the email you included in your complaint. One of our support specialists responded to your email confirming the refund as well as letting you know that our team has placed the account and associated listing under review. 

  
  While we didn’t receive any response to that message, you are welcome to reach out to [email protected] if you need any additional assistance and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:01/19/2023

  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.

  TurboTenant promises a three day response from landlord, this did not happen, It was twice that. Also the property was a scam. A previously denied BBB claim points the blame on this company. Also the company has gone unresponsive.
  
  We would like our money back please.

  

  Business Response

  Date: 01/29/2023

  Hello *******,

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

  
  Attached is a screenshot of the page you are referring to. The page very clearly states “You should hear back from the landlord within 3 business days.” As you can see, there is no guarantee of a response time, but rather a suggested timeframe as we typically see landlords responding within 3 days of receiving an application.

  
  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. 

  
  Your refund request was submitted on January 16th, 2023 and you received a response from our support team the next day, on January 17th, 2023. I have also been in communication with you via email since the 17th and have been responsive to your messages where I have reiterated the same information to you. 

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

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 01/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: It was not only the time factor. As we stated many, many times the property was a scam because they snuck an addendum into the back of the lease saying that the 12 month lease were were promised was really only 2 months. Who would make a  major move out of county for a only a 2 month lease when they were promised a full year? There was a good chance we would not even finish unpacking before we had to begin looking for a new home. We had already paid TurboTenant. before we could see the lease. They refused to refund us, even though the property they were representing was a scam. That makes them part of the scam. Their BBB reviews are generally unfavorable and rightly so. Thanks to the BBB for giving the small guy a voice in this world of corporations. We will never attempt to rent a property using TurboTenant again, lesson learned. The only thing they excel at is providing excuses.
  
  
  
  Regards,
  
  
  
  ******* *******

  

  Business Response

  Date: 02/07/2023

  Hello *******, 

  
  As I have previously communicated, our team has reviewed the listing and associated landlord account and has not found any fraudulent behavior associated with the account. It is very common and within most state’s landlord-tenant laws to include a clause within the lease regarding the termination of a lease upon sale of the property. 
  You are welcome to review your state’s landlord-tenant laws here: *******************************************************

  
  Please be advised that you have violated TurboTenant’s Terms of Use (Section 5 User Content) ***************************************** and your account has been closed. Please see the attached screenshot for evidence of the Terms of Use violation. 

  
  Thank you, 
  Melissa 
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Filled out an application and was charged $55 fee when there is a $20 cap in NY State. Listing is a scam emailed them numerous times telling them that and have not received a refund or response to that.

  

  Business Response

  Date: 01/19/2023

  Hello ****,

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

  
  ??Furthermore, you submitted two emails to our Support team regarding the status of your application and inquiring about the legitimacy of the listing on January 4, 2023 and January 5, 2023. Both emails were responded to on the same day they were received. Our team has investigated the landlord account associated with your application and did not find any fraudulent indicators. When asked for additional information as to why you believe this is fraudulent you opted to responded with legal threats. 

  
  At no point was there a request for a refund on your application fee, nor did you submit a refund request form. When submitting your application, you agree to our terms of use which details that the application fee is non-refundable. You can review the terms of use here: *****************************************

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

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 01/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I did provide proof  that the listing was fake and that by NY State law you can not charge more than $20 for an application fee which is why i threatened legal action because you gave no response to either. 
  
  
  
  Regards,
  
  
  
  **** ****

  

  Business Response

  Date: 01/29/2023

  Hello ****, 

  
  The only information you provided when reporting the listing on January 4, 2023  was a comment that I have included below: 
  “No phone and no response after several emails went to see property and is abandoned.”
  

  I then responded the same day to your report, letting you know that the listing you reported was not fraudulent and I then provided you with additional contact information for the landlord. 
  

  You then submitted a second report on January 5, 2023 and I followed up the same day asking: “It looks like this is a duplicate report for the same listing. I am happy to review this account further, can you please provide some additional details regarding your report and why you believe this is a fraudulent listing?” 
  

  You choose not to provide additional details but rather threatened legal action. 
  

  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.
  

  Furthermore, these types of application fee 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. TurboTenant is the website that landlords use to manage their properties, we do not own any properties ourselves.
  

  Thank you, 
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 01/30/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I provided apartments.com with the same information that i provided you people and they took the listing right down!!!!! as being a scam!!!!! and I have the real LANDLORDS NAME AND ADDRESS AND WHAT ABOUT THE NEW YORK STATE LAW THAT YOU PEOPLE ARE BREAKING CHARGING ME$55 WHEN YOU CAN NOT CHARGE ME MORE THAN $20????????? DO I HAVE TO FILE A COMPLAINT WITH THE ATTORNEY GENERAL FOR SCAMMING A SENIOR CITZEN OUT OF $55??????????????? 
  
  
  
  Regards,
  
  
  
  **** ****

• Initial Complaint

  Date:12/15/2022

  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.

  TurboTennant has fraudulently listed my property for rent on multiple websites. They have not responded to reasonable attempts to contact them, and they are likely scamming renters who may be interested in my property.

  

  Business Response

  Date: 12/28/2022

  Hello ****,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. To clarify, you sent one email on December 15th, 2022 to our support team regarding this listing, and one of our support specialists responded within an hour of your initial email. As I communicated to you on December 15th in a follow-up message from our initial response, the account is under investigation by our security team. Additionally, an alert has been created for the property address that you provided to prevent any additional accounts from attempting to create a listing for this address.

  
  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.

  
  While I did not receive any response from my message on December 15th, you did reach out again on December 20th where I responded the same day and provided additional context regarding the status of the account. I did not receive any sort of response to my latest message which was sent on December 20th. 
  
  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: 12/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: The business does not acknowledge the fraud that it is perpetrating on unsuspecting landlords and applicants, and has not detailed any plans to revise their internal procedures to decrease/remove the risk of fraudulent listings being posted on their site in the future. Essentially, the response I received is a shrug with no actionable content.
  
  
  
  Regards,
  
  
  
  **** ***

  

  Business Response

  Date: 01/05/2023

  ****,

  
  I appreciate you taking the time to review my response and provide a reply. As I mentioned in both my response on this website and our conversation via email, we have suspended the reported account and an alert has been created for the property address that you provided to prevent any additional accounts from attempting to create a listing for this address.

  
  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. 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, you are welcome to reply to the latest email I sent on December 29, 2022 (to which I have not received any response). 
  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 01/06/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The response is untrue based on what happened with my listing. If TurboTennant "review(s) accounts as they are opened and as listings are created" then how could such a large number of fraudulent listings be present on their site? How could multiple listings in the neighborhood of the property at issue have fraudulent TurboTennant listings? The number of BBB complaints alone show that there is a systemic issue with how TurboTennant operates. This has been going on for at least 2 years so if TurboTennant was serious about actually performing adequate review, the number of complaints should have decreased in that time. The number of complaints has not decreased, therefore the systems in place are inadequate and TurboTennant chooses to proceed with a flawed system. I have no further comment on this complaint.
  

  
  
  Regards,
  
  
  
  **** *** 

• Initial Complaint

  Date:12/02/2022

  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 that used Turbo Tenant. In November Turbo Tenant took money from another tenants rent deposit to fund a previous tenants "disputed" charge. The previous tenant moved out in October because they did not pay the rent and late charge for that month. The tenant reported the security deposit that they paid in September as a fraudulent charge to their bank after they moved out. The tenant damaged my rental unit and therefore the security deposit was not returned to them. The tenant indicated to the bank that they did not authorize the security deposit charge, but clearly had to in order to move into the unit. Thus, the tenant is trying to recoup the security deposit after damaging my unit by fraudulently disputing the charge as fraudulent with their bank. I have communicated this several times and they still have withheld the funds to the tenant. Thus, they have inserted themselves in a legal issue without doing any investigation. Their basis for returning the charge is that the tenant disputed it with their bank so they automatically return the charge. What is to stop prior tenants from disputing past rent payments and Turbo Tenant returning it to them? I want the $336 security deposit returned to me.

  

  Business Response

  Date: 12/12/2022

  Hello ******,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. As our support team has communicated to you previously, within our Terms of Use we address the subject of reversals, chargebacks, and specific to your case, disputes. Please take a look at an excerpt below:

  
  If you receive any payment through the Website and the payment is the subject of a reversal, chargeback, or dispute, then you authorize us and our third-party payment providers to reverse or otherwise debit the funds at issue from your account. If we are unable to reverse or otherwise debit sufficient funds from your account, then you agree to pay such amounts to us promptly upon our request.

  
  Our role as a third-party software is to comply with our payment processor, as well as the banks involved with a dispute. This dispute was made by the renter through their bank, and the bank has automatically withdrawn the funds back from us. As a third party, we have no control over this.

  We highly recommend that you continue to communicate with your renter directly to understand the dispute and request another payment to make up for the deficit. Additionally, you may want to consider contacting a local real estate attorney, as well as checking out your local landlord-tenant laws here: *******************************************************. 

  
  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: 12/13/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: 

   

  Turbo tenant has not refunded the remaining balance of $388 from the $725. In mid November, $333 was withheld from $725 deposited by another tenant. The remaining balance of $388 has not been deposited to my account despite Turbo Tenant stated several times that it would be. I want the remaining balance of $388 deposited to my account immediately.
  
  
  
  Regards,
  
  
  
  ****** ***** 

  

  Business Response

  Date: 12/27/2022

  ******, 

   

  I am showing that the remaining balance was paid out to the bank account on file on December 14th, 2022 and was received on December 15th, 2022. Please reach out to [email protected] if you have not seen this reflected on your bank statement or if you have any further questions. 

   

  Thank you, 

  Melissa 

  TurboTenant Customer Experience 

• Initial Complaint

  Date:10/24/2022

  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 was directed to this website to fill out an application fee for an apartment in the state of New York. The application fee was $55.00 where NY state law caps application fees at $20.00. In addition, further correspondence with the "landlord," "real estate broker," and "co-op owner," made it abundantly clear that this was a scam and TurboTenant as a third-party service made no good faith attempt to vet the credentials of people setting up on their website. They have not responded to multiple emails and calls encouraging them to take down the application, nor have they made any further commitment to doing better at vetting "landlords" on their website. In these times of non-existent affordable housing and inflation, this is a shameful tactic to extract all hard earned money from working class people.

  

  Business Response

  Date: 11/19/2022

  Hello ******,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. In regards to the NY 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. 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 just once, at 7:51 AM MST on October 23, 2022. One of our Support Specialists responded promptly at 9:00 AM MST the same day (October 23rd, 2022). The support specialist also went ahead and issued you a one-time courtesy refund for the $55 application fee while we investigated the reported listing. This was acknowledged by you within the message thread. I have gone ahead and attached the email thread to this response.

  
  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:10/18/2022

  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 used their site to apply for a property which was apparently rented out weeks prior. I requested a refund and was told it wasn't their problem to contact the landlord, who was unaware the house was even listed. This is false advertising as well as a scam. I am out $110 and have absolutely no faith in this company at this point.

  

  Business Response

  Date: 10/27/2022

  Hello *******,

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

  
  Additionally, when completing the online rental application it is explicitly stated that the application fee is non-refundable. You can read more regarding refunds in our Terms of Use here: *****************************************

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

  
  Thank you,
  Melissa
  TurboTenant Customer Experience