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:10/17/2022

  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.

  On Sunday, Oct. 16th, I completed an application on TurboTenant.com for a property rental listing (property rental was was listed at ***** *********** ****** ****** ***** *** ******. Landlord was listed as **** ****** ***** ********. On Monday, Oct. 17th, I reached out to TurboTenant via their online messenger (the only way they allow contact) to ask a question about my application. In response to my question, an agent of TurboTenant emailed me to let me know that my $55 app fee was going to be returned to me, since the listing had been flagged for "suspicious activity." As I had provided much sensitive info/PII in the application (SSN, photo of my Driver License, PDFs of my bank statements, previous addresses), I was quite concerned and asked the TurboTenant agent whether the suspicious lister had accessed my info. The answer I received was: "At this time, there is no way to know what they had access to since I cannot see it. I would recommend keeping an eye on your accounts and notify your bank. Our security team is currently investigating this, but it does take some time." When I asked for a telephone number for the security team to understand next steps/who would be contacting me to let me know what was accessed, etc., I was simply told: "At this time, we only have chat/email support. As I mentioned before, our security team is currently investigating the issue." So, I am left with no way to follow this up! I am shocked and realize I should not have trusted that this company would take care with PII.

  

  Business Response

  Date: 10/27/2022

  
  Hello *****,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that TurboTenant is just the software that a landlord is utilizing to market and manage their rental properties. We do not manage or own the properties listed on our website. We highly encourage each renter to communicate with the landlord prior to submitting an application, in order to confirm that the listing is still available and to complete your due diligence as a renter to verify the information presented. 

  
  With that being said, as a third party, we do have automated processes in place that will periodically flag listings for review. We also allow users to report listings which would then trigger an automatic review of the listing and the associated account. One of our Customer Experience managers, Tony, did follow up with you via email (twice) to confirm that the landlord does not have access to your personal information as we suspended their account pending a review from our Security team and that your Social Security Number was never made available to the landlord, as that information is provided directly to TransUnion and is not stored within TurboTenant. 

  
  If you have any additional questions, please reach out 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:08/18/2022

  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 submitted 2 applications for 2 separate apartments on 8/15. Both were for $45. Later that night both listings were gone and they haven't responded to any emails or calls. I genuinely beleive these were scam listings and the $90 I spent was a waste.

  

  Business Response

  Date: 08/29/2022

  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. While we encourage a high level of communication between landlords and renters, it is ultimately up to the landlord utilizing the site to determine how they communicate their rental qualifications and the status of a completed application to the renter. 
  
  I reviewed the account associated with the email address provided, and was not able to find any correspondence between your account and the landlord's account and you did not reach out to TurboTenant's customer support channels to receive any updates or additional information. 
  
  You can read more regarding refunds in our Terms of Use here: *****************************************
  
  Thank you,
  Melissa
  TurboTenant Customer Experience

• Initial Complaint

  Date:08/17/2022

  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 found a home for rent on the realtor app which directed me to turbo tenant , how *********** approved this listing is beyond me. So I went through with the 55$ application fee in which I submitted a ton of personable identifiable information, including my driver license photo and check stubs, not only that MY SOCIAL. As soon as the application was submitted, I was Kicked out of turbo tenant and was unable to log back in, the website literally said my “email did not exist”. After hours of trying to get back in, I wanted to contact the landlord to ensure that he received my application. The phone number listed was out of Cali and I’m in MS, but we live in a predominantly military area so I didn’t really think much of it. As I called, the number went straight to voicemail with a “text now greeting”. Immediate red flag. So, my next move was going to the house that was listed for rent. I arrive at the property and see a “for sale” sign in the front yard.. SECOND RED FLAG. Knocked on the door and property is in fact not for rent. I called my bank immediately to report fraud and have the charge disputed. Then I had to put a fraud flag on my credit through experian, not only that but have my social flagged as a possible Identity theft. I’ve emailed turbo tenant several times to have that application pulled and delete my account with no answer back. I’m livid. Not only livid, but I’m afraid someone somewhere has ALL my information and will probably steal my identity.
  
  Never use this sight. How someone was able to do this appalls me.

  

  Business Response

  Date: 08/30/2022

  Hello *****,

  
  Thank you for taking the time to submit this complaint and bring this to our attention. Please keep in mind that TurboTenant is just the software that a landlord is utilizing to market and manage their rental properties. We do not manage or own the properties listed on our website. We highly encourage each renter to communicate with the landlord prior to submitting an application, in order to confirm that the listing is still available and that you meet the rental criteria set forth by the landlord. 

  
  I was not able to locate any support tickets to our TurboTenant team regarding your inability to log into your renter account. We do have two different login pages, one for landlords and one for renters so if you happened to be on the landlord login page, your email would not be recognized as you are considered a renter in our system, thus the “email does not exist” error message. 

  
  I was, however, able to find a support ticket related to requesting a refund for your application fee that was processed the next day (August 17th) as you reached out after business hours on August 16th. Our support specialist also confirmed that the landlord did not have access to your personal information as we suspended their account pending a review from our Security team. Your Social Security Number was never made available to the landlord, as that information is provided directly to TransUnion in order to complete a screening report.

  
  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

• Initial Complaint

  Date:08/15/2022

  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.

  On May 12/2022, I paid $45.00 for a property rental listing, but about 2 days later I received an email explaining that there was an error in the publication of the property.
  
  Everything indicates that this is a way of scamming people, making an attractive publication, which makes many people pay $45.00 and then they apologize saying that it was a mistake and they do not want to refund the money. Just imagine the number of people who have fallen into the trap of paying for something that is not true.
  
  Turbotenant charged me a Fake property rent listing. Even though a week later it was still on the turbo tenant site.
  
  I want an immediate refund of my $45 charge, that is the only resolution I wish at this point!

  

  Business Response

  Date: 08/24/2022

  Hello ****,

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

  We do encourage prospective renters to communicate with the landlord prior to submitting an application (either directly with the contact information provided on the listing or by completing our free pre-screener) to determine if they would like to move forward in the application process.

  Additionally, when you attempted to dispute this $45 application fee your bank ultimately decided in favor of TurboTenant as you did agree to our Terms of Use (including the non-refundable application fee) when submitting your application.

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

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

   

  Thank you,

  Melissa

  TurboTenant Customer Experience