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:05/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted my own renter's insurance (from ********) at the beginning of the lease, as they instructed, but this company has been charging me extra. I have submitted the proper documents through their system, dedicated staff, and the leasing office. I want refund for my past payments that has been overcharged wrongly. My coverage is from 8/19/2024 through 8/19/2025.

  Business Response

  Date: 05/14/2025

  We have been able to contact the insured, where we received the appropriate information to be able to resolve their concerns. 

• Initial Complaint

  Date:12/16/2024

  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 took out the renters insurance through my landlord and I filed a claim through Leasetrack on 11/11. I still have yet to have this claim resolved. This company can’t provide me a policy number and or proof of claim filing with a claim number. I’ve contacted them several times and have been told different things every time I’ve called. I want this claim resolved.

  Business Response

  Date: 12/31/2024

  Dear BBB, Thank you for the opportunity to respond to ***** ******* ****** (Complainant") complaint submitted to the BBB dated December 16, 2024.  We have reviewed this matter and provide the following response.  MSI ("we") is the program administrator for LeaseTrack, which is the servicing agent for the complainant underneath the subject tenant legal liability policy.  ******** ******** ****** ********* ******* is the underwriting company.  The complainant sites a difficulty in resolving their claim and being told varying things when contacting LeaseTrack.   On November 11, 2024, the complainant contacted LeaseTrack to file a claim with a date of loss of September 24, 2024.  As LeaseTrack does not have claim authority, they forwarded the initial claim for information to ********, which handles claims for the policy, on November 12, 2024.  A confirmation email of this was sent to the complainant on the same day.   On November 27, 2024, the complainant contacted LeaseTrack regarding the claim.  As a result, a claim status update was requested of ********. Because LeaseTrack's involvement in claims is limited to the initial filing, they are unable to access claim numbers, the assigned adjuster, or any claim status. The complainant may consider contacting ******** at ************ or ******************************* to resolve their claim.  Thank you for providing us with the opportunity to respond to this matter.  If you need additional information, please let us know. Respectfully, Jon K****Insurance Compliance Specialist  

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for renters insurance since 11/2022, and Lease Track has also been charging for renters insurance. I provided proof on 11/22 and received approval that the insurance was appropriate and approved. Lease Track had the nerve to tell me that they can only provide a refund for 90 days. I don't think so, so I want a full refund, so my next stop is the attorney general's office.

  Business Response

  Date: 05/02/2024

  The customer provided proof of insurance on November 7, 2022. The insurance coverage provided expired on October 27, 2023. As no proof of current insurance was received coverage with LeaseTrack started November 1, 2023. The customer provided proof of coverage on April 30, 2024. 

  As coverage would have been provided in the event of a covered loss backdating to the inception of the policy was not done. However, LeaseTrack issued a Courtesy
  Credit on May 1, 2024 for all coverage provided in 2024 (January, February, March,  and April).  

  Customer Answer

  Date: 05/06/2024

   

  Lease track is not being entirely true on this complaint because there was a change in ownership. The property was named **** ** *** before ***** so I provided the copy of the proof of insurance from the insurance company back in 2023 and I am providing the payments from 2022. I want my full refund. They were provided this information to lease track so its not my fault someone is not doing there job.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ---------- Forwarded message ---------
  From: ****************************
  Date: Fri, Sep 22, 2023 at 3:05?AM
  Subject: Your Renters insurance policy has renewed
  To: <******************
  
  
  ******** Insurance Agency, LLC Renters Insurance Renewal Notice for Policy Number:  ********
  YOUR POLICY IS AUTOMATICALLY RENEWED UNTIL CANCELLED OR NONRENEWED
  
  Dear ****** *****,
  Your Renters insurance policy for *** **** *** ***** ***** ********* *** ***** is scheduled to automatically renew on 10/27/2023. Your first payment will be processed on 10/27/2023.
  If you do not want your renewal policy, you must contact your agent or reply to this email to cancel the renewal.  If you do not cancel and you are on a recurring payment plan, the renewal policy will bill your account as scheduled in the installment schedule on the payment plan and method shown below. If you are relocating in the same state and would like to change the address, simply reply to this email with the date you would like to change your policy, the full property address and community name of the new location. 
  BILLING NOTICE:
  Previous Policy Premium: $185.00
  Renewal Policy Premium: $185.00
  Payment Plan: Monthly
  Payment Method: CreditDebit
  Installment Date Installment Amount
  10/27/2023 $31.16
  11/27/2023 $16.17
  12/27/2023 $16.17
  1/27/2024 $16.17
  2/27/2024 $16.17
  3/27/2024 $16.17
  4/27/2024 $16.17
  5/27/2024 $16.17
  6/27/2024 $16.17
  7/27/2024 $16.17
  8/27/2024 $16.17
  9/27/2024 $16.14
  *Each installment includes a $2.00 installment fee. .
  
  
  Note: Your account statement from your bank or credit card company will show as '*** Renters Insurance’.
  
  
  
  Click Here To View The Policy Document
  We have created an online self-servicing account for you.  You hereby agree to accept from ********** Specialty Insurance DBA ********** Insurance electronic form and/or delivery of insurance transaction documents as permitted under applicable laws. Your policy documents and billing information can be accessed anytime through ********** Specialty Insurance DBA ********** Insurance at **************. Upon your first log in, you will be required to change your password.  Log in now to view your policy documents and billing information.
  Withdrawal of Consent for Electronic Form and/or Delivery
  You retain the right to withdraw consent for electronic form and/or delivery of your policy documents at any time by notifying ******** Insurance Agency, LLC of such revoked consent by telephone at ###-###-####.  Upon revocation of this consent, we will communicate all policy documents via regular U.S. Mail delivery to the last known designated insured’s mailing address. You agree to allow us a reasonable time to resume providing policy document information covered by this consent in paper form. Withdrawal of your consent will not affect the legal validity and enforceability of any policy documents received electronically.
  
  Username: *****************
  It is important that your policy provides the amount and types of coverage that will adequately protect you.  If you want to discuss your coverage or need to make corrections to your policy, please contact your agent immediately.  We appreciate your business and are available M-F 8am-8pm EST at ###-###-####, if you have any questions. 
  Please make sure your previous term does not cancel for non-payment when renewing. If your previous term does cancel, you may have a lapse in coverage.
  It is your responsibility to cancel the policy by contacting your agent or the insurance company and the policy renews automatically until cancelled. 
  *If the policy cancels or a payment is returned insufficient, you may be subject to additional fees for Returned NSF Check - $10.00 and/or Reinstatement/Lapse - $5.00.
  
  
  Thank you,
  
  ******** Insurance Agency, LLC
  
  Email us at: *******************m
  
  
  Your Policy information is included above to help you recognize this as a customer service e-mail from ********** Specialty Insurance LLC and ******** Insurance Agency, LLC. Contact us via ###-###-#### or at **********************************.
  
  © 2023 ********** Specialty Insurance LLC. All rights reserved. .
  
  Congratulations! You’re now eligible for exclusive pricing on our mobile device protection membership. Membership could be as low as $99.99/year—less than most mobile providers’ plans.  Ready to enjoy extra protection and peace of mind? Click Here to protect your devices today! *
  
  *Refer to Terms & Conditions for details.
  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/09/2024

  Our process is such that the resident directly provides the
  proof of insurance to us (and doesn’t go through the property owners, managers
  or leasing office).  So the change of ownership should not have affected
   Ms. *****’s ability to send the proof in a timely manner.However, as a courtesy, we have credited her with 2
  additional months of charges, total of $29 for Nov & Dec 2023.  These
  are the last outstanding charges she had on the account. All charges have now
  been reversed. 

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lease Track has started charging an extra $25 a month for our daughter's rent at her college apartment. Initially, the apartment complex said there was an error (see attached)...three months later and we are still being charged an extra $25 a month. When we asked the apartment complex about it, they said we have to contact Lease Track, which we have done. We have only received the standard auto-response of "we have received your email and will get back to you shortly". Two emails have been sent and no response from a person at Lease Track, yet they keep charging us $25 a month without explanation.

  Business Response

  Date: 04/12/2024

  This issue has already been resolved by LeaseTrack on April 4, 2024. Proof of coverage was received for Mr. ****** daughter, *****, on February 9, 2024 and matched and processed to her account on
  April 4, 2024. .  Upon receipt of an email from ***** dated April
  1, 2024 the account was reviewed, proof of coverage approved and credit requested.
  The credits were approved and processed to the account on April 5, 2024, and the
  matter should be resolved. 

• Initial Complaint

  Date:03/05/2024

  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 am writing to highlight a matter regarding an unresolved issue with LeaseTrack, a renters insurance company associated with my apartment complex, ** ***** ********** ** ***** ****** ******** *******.
  
  Throughout my apartment lease, I maintained ********* renters insurance, unaware of any policy with LeaseTrack. Recently, I discovered I have been charged $13 per month (August 2022 through December 2023) by LeaseTrack without prior notification or communication about their policy.
  
  Upon realizing this, I created an account and signed in for the first time (January 2024), finding no evidence of a policy, contract, or policy number. The lack of communication regarding the existence of a policy has left me perplexed.
  
  Per the terms of the LeaseTrack agreement with my apartment complex, I should have received communication at the lease start, offering information on opting out of their policy by demonstrating proof of alternative coverage. I never received such communication.
  
  Efforts to resolve this with LeaseTrack's customer service have been unproductive. Despite assurances of a supervisor callback, nearly two months have passed without any response.
  
  I am reaching out to the Better Business Bureau, hoping your intervention can facilitate a resolution. The lack of transparency, communication, and unresponsiveness from LeaseTrack's customer service has left me frustrated and seeking assistance.

  Business Response

  Date: 04/12/2024

  Mr. ***** was charged for Tenant Legal
  Liability placed monthly from September 2022 to December 2023. The coverage was placed as he did not provide evidence of
  insurance during this period.  Mr. ***** provided proof of coverage January 10, 2024 which
  has been processed and approved. He has been issued 90 days of credits totaling $39.00 as per our crediting guidelines allow for
  up to 90 days of credits for late submission of proof of coverage.  We called the resident yesterday and left a
  voicemail to go over this. As of this writing, we have not heard
  back.  

• Initial Complaint

  Date:02/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  LeaseTrack is charging me for insurance when I have provided proof of insurance. I have had at least 6-7 calls with customer service and provided the requested documentation. I have been requesting a call back from management several times and have not received a call. I have provided proof of insurance but they are still charging me monthly for insurance.

• Initial Complaint

  Date:02/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in to my apartment on Oct 3, 2023. Prior to being able to sign the lease, I uploaded all the usual ID and documentation including my insurance policy to my apartments database. Everything was satisfactory, including my insurance.
  
  Today, I noticed that I have been paying for insurance in addition to my rent and fees. When I contacted the apt manager, I was told my insurance had to be uploaded and approved by *********************** I had never heard this, nor read this before; after all, my insurance had to be approved before I could sign my lease.
  
  So, I did what was asked of me, my insurance was approved, but I was told I would not be getting all of my money back from **********************  My insurance was approved, I moved in, and I maintained my insurance policy. I did not want, nor ask for, nor need the insurance policy I was charged for by **********************

  Business Response

  Date: 02/05/2024

  The customer has provided proof of coverage and all premiums paid have been refunded. 

• Initial Complaint

  Date:01/11/2024

  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.

  Leasetrack refuses to accept proof of insurance for military communities. They claim that the address listed as an interested party needs to be the out of state address in Albany New York. However the trusted insurance companies do not let out of state addresses be the address of the listed party. If the out of state address, which is not the address of the property management company, is not on the interested party list they will enroll you into their own rental insurance without the renters consent.

  Business Response

  Date: 01/30/2024

  Good afternoon, We attempted to reach out the customer via phone to discuss his concerns, but we have been unable to make contact. However,
  it appears the customer was able to add the necessary information to his insurance
  documents and uploaded a copy. That has since been reviewed and
  approved and his charges for January and February have been credited. Sincerely, Jackie B***** Insurance Compliance Specialist

• Initial Complaint

  Date:08/23/2023

  Type:Billing 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.

  LeaseTrack has incorrectly charged me renters insurance throughout 2022 when I had already purchased my own renters insurance through a third party in full for the entire year (May 2022-May 2023). I followed instructions and emailed LeaseTrack proof of my insurance policy the same day I purchased it (3 days before moving into my home/the policy was set to begin). I have called LeaseTrack numerous times since I noticed the incorrect charges in December 2022, but I’ve continuously been avoided. During a call in June 2023, I was told a ticket was placed to resolve my issue. I followed up in July and was told it was still pending. I called again in August and was told I’d get a call back and never did. I also called my third party insurance to verify my policy was never canceled unknowingly. While LeaseTrack has reversed some of the incorrect charges, I have yet to receive credit for 7 months’ worth of renter’s insurance I was charged. I am seeking the assistance of BBB in order to resolve this issue that LeaseTrack has not been helpful in resolving.

  Business Response

  Date: 09/05/2023

  This is in response to complaint ID ******** regarding charges for coverage provided to her in 2022 and 2023.   We have reviewed her account thoroughly. We can confirm, once proof of other coverage was received, the insured was removed from this policy and the applicable premium charge(s) were credited to her account.  We look forward to assisting her with her future insurance needs.  

  Customer Answer

  Date: 09/06/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  LeaseTrack’s response to my inquiry is false and I do not accept it. According to my statement ledger—which reflects my account balance and all transactions—provided by my rental agency, ****** ***********, I was incorrectly charged renter’s insurance and have never received credit for the following months: July 2022, August 2022, September 2022, October 2022, November 2022, December 2022, and January 2023. LeaseTrack is claiming once proof of insurance was provided, I was removed from their database and no longer charged. This is simply untrue, as indicated on my account ledger, which I have attached. On the ledger, I have highlighted in blue all the incorrect rental insurance charges. I have also highlighted in green the charges that were reversed in which I was given credit back. There are 12 instances of incorrect charges and 5 reversals. Therefore, as can be seen on the ledger, I am still owed for the 7 months that I have not been given credit for.  In addition, due to my frustrations with LeaseTrack over the past year in trying to get my rightfully owed money back, I have contacted an attorney. Their letter is also attached. LeaseTrack is to comply with the letter within 30 days of receipt.   
  
  Regards, 
  ******** *******

  Customer Answer

  Date: 09/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Good afternoon, I'm contacting the BBB in regards to my complaint #********. The company with whom my complaint was with has directly reached out to me and they have resolved my issue. I consider the matter fully resolved and wish to close my complaint. I greatly appreciate the assistance of BBB. Thank you, ******** *******

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 sent in my proof of insurance every month I see the charge on my ledger since October of 2022. I sent emails, and called each time telling me they will process my refund. As of 6/27 my property is no longer managed by ***** so lease track told me to get the refund from the new owners they can no longer process anything for me. They took my proof after the change in ownership then sends me confirmation. They keep referring me back to the old owner who tells me to contact lease track, lease track tells me to contact new owner who has nothing to do with this. The last rep Kate at lease track said I will not get a refund and basically go away. Its not right they had my proof months before the sale and now I am basically screwed. Please help this is not right at all.(I have proof of all the emails, payment ledger and insurance binder.

  Business Response

  Date: 07/28/2023

  We acknowledge receipt of complaint # ******** pertaining to the insured's concerns regarding document submission and refund issues.  We've provided the insured with an explanation of the matter and have addressed her concerns. We remain available to assist her with future insurance needs.   

  Customer Answer

  Date: 07/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
   They keep referring me back to the new owners when the over payment happened when they were the active owners of the account. The new owners never had a contract with them and is not in no way responsible to refund me my money. They illegal continues to take payments knowing the sale was happening and now refuse to give it back. Sending me letters that they refuse proof of insurance when I sent it in March, April, May and June yet last week I get that response after contacting you. The current owner and ***** both agree leastrack collected the money and provided an insurance policy and they and only they are responsible for the refund. 
  
  Regards, 
  
  ***** **********