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:05/07/2025

  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.

  This company has been charging me for not having renter coverage since 12/2024 but I did and provided them proof and they won't reimburse me my money they charged since 12/2024 which was 35 dollars a month.

  Business Response

  Date: 05/16/2025

  Since receiving the complaint, we have reached out to the complainant on multiple occasions in order to obtain necessary information to fully understand their concerns. At this time, we have not received information to identify and research this matter. Our Customer Service team remains available to the complainant if there remain any outstanding issues. They can be reached at ###-###-#### or *********************

• Initial Complaint

  Date:05/11/2024

  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 out of the ***** ********* at **** ****** *** *** ***** ************ ** ***** on March 30, 2024. During the two plus years I lived there, I had my own ***** **** ******* ********* that I uploaded to Lease Track site several times until they acknowledged receiving it when I first moved in. Lease Track is what The ***** uses if someone doesn't have their own renters insurance. On March 30, 2024 I moved out of the ***** with proper notice and received a final account statement from the *****.
  On it was a charge for $15.00 for the insurance program starting on April 1, 2024. I moved out March 30th. I called The ***** and spoke to Jasmine D***** the assistant manager at ###-###-#### who told me I need to call Lease Track. I googled their number and sent them an email explaining that this $15 needed to be refunded to me since I assume no one at the ***** informed them I had moved out. I received an email from Lease Track that stated the refund will be processed immediately, I called the ***** and , they have no record of the check and told me to call Lease Track. I called Lease Track again and George told me it was sent electronically to The ***** on April 3rd, I had a three way call with Blessy from Lease Track to The ***** and they don't have the check. I asked for a supervisor. Spoke to Brianna who said she would do a three way call with The ***** on Friday 5/10 at 2 PM. No call received. I called Lease Track and she was out for the day. I asked for another supervisor Sara who never called me. No one is returning my $15. I spoke to Dimisha F******, Accounting Service Specialist | ************ *********** ********** ********** T ###-###-#### and she said it's probably coming by "snail mail" then stopped communicating with me.

  Business Response

  Date: 05/16/2024

  We have reviewed the concerns presented by this customer and are taking this opportunity to address them. We have manually re-applied and confirmed that a credit for $15.00 was applied to her account. Additionally, we confirmed with her former property manager that they received the credit and have issued a check to this resident for $15.00. Lastly, we contacted this customer, left a voice message reiterating the above-mentioned application and issuance of her $15.00 credit. We hope this resolves her concerns and Thank her for this opportunity to continue to be of assistance.

  Customer Answer

  Date: 05/17/2024

  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.I have not received the refund for $15 from Lease Track that was taken out of my final statement at the ***** on April 1st, 3 days after I moved out. There is no refund as of today  5/17/2024.  I was told it was mailed out 3 days ago, then 2 days ago from the *****, and before that I was told it would be refunded, which I do not believe. Originally it was to be refunded by LeaseTrack immediately on April 3rd, one month and 16 days ago!  See email attachment from LeaseTract. Again for the umpteenth time, I have no renter's account at the ***** anymore.I moved out March 30th and you illegally charged me renters insurance on April 1. I never had your renters insurance for the full 2 years plus living there. I had ***** **** *********. I emailed Lease Track on April 3rd and was told it would be immediately refunded?This has been a merry-go-round with different false statements for 1 month and 
  16 days.  Now I am told to have patience for something to be mailed from 2 miles away. I do not accept this response. I want the $15 you owe me. I want it in my mailbox now, not in a nonexistent account in a former apartment. I want it now. 
   Regards,
  ******** *******

  Business Response

  Date: 05/23/2024

  We have reviewed this customers additional concerns and can confirm, from LeaseTrack's position, that a credit for $15 was issued to her account setup by The ***** *********s. Additionally, we have confirmed that The ***** *********s received the credit issued to the account. At this juncture, the responsibility of issuing the physical refund to this customer is with The ***** *********s and advise this customer to obtain the status of her refund from the ***** *********s as LeaseTrack has no control regarding their processing procedures. Thank you for this opportunity to continue to be of assistance.

  Customer Answer

  Date: 05/24/2024

  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.
  I will not accept lease track’s response until I see the check in my mailbox. This is your error and your responsibility to have this check returned to me. You have left me to do all the work and without an apology other than the email on April 3rd. You have put me through too much stress throughout the almost 2 months since I moved out. Yes the *****  Apts is part of  the ineptness of this but it is the ultimate responsibility of Lease Track to return this check back to me and not with continuous untruthful statements statements by your employees.  You made the error, The ***** was never contracted , I have been waiting almost 2 months because you never followed up and told me lies. See first complaint. There is no check in my mailbox. Your company is untrustworthy and I do not accept this statement from you. I want my $15 back that you illegally took out of my account.  I want it back after almost 2 months after moving out. 
  
  Regards,
  ******** *******

• Initial Complaint

  Date:04/01/2024

  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.

  This company is used by my apartment complex. I submitted the required documentation every year I have been at my apartment. This part summer the management of the property briefly changed hands, when it went back to the original company I again sent the required proof of renter's insurance, which I have maintained for the last almost three years that I have been here. This company is trying to charge people $13 in conclusion with my management company. I have true renters insurance and do not need their $13 scam. I am requesting this $13 be removed and no other charges appear.

  Business Response

  Date: 04/04/2024

  Mr. ****** is a resident of one of our clients,
  ******* Group. ******* worked with ********** in the past and had an account
  established for this resident housing his proof of insurance. ******* discontinued working with ********** for a period of time in 2023 and recently
  re-initiated the partnership. Upon doing so, some resident accounts were
  re-established with new Resident IDs. That happened in Mr. ******'s case, meaning his proof of
  insurance existed on the original account through the original partnership and
  the April charge was placed on this new account which did not reflect as having
  third-party coverage.
  
  We have  manually added this resident's
  proof of coverage to the newly established account and refunded the $13.00 fee
  for April resolving his concern.
  
  It should be noted, Mr. ****** made no attempt to contact our office by phone or email to
  resolve this.

• Initial Complaint

  Date:11/02/2023

  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.

  I submitted proof of third-party insurance via email on September 11 and got a confirmation email that my email was received. On October 24, I received an email saying they never got my proof, so I submitted it again. No response either time. My November rental bill has a ********** insurance charge, even though I have third party insurance and should not be getting billed through **********. Same thing happened last year, and it took months to resolve. Fix the problem now and forever, and stop wasting my time.
  
  Address: *** ***** *** *** ***** *** ********** ** ***** Renters: Yin ***** **** and ******* ******* Third Party Insurance: ******** (we emailed you the policy multiple times and triple checked the criteria)

  Business Response

  Date: 11/08/2023

  This is in response to Complaint ID ******** regarding the charge for coverage. We've contacted the insured and left a detailed message letting him know that the coverage he submitted has been received; a credit for the November charge has been issued.  We regret the frustrations this may have caused the insured and look forward to servicing his future insurance needs. 

  Customer Answer

  Date: 11/13/2023

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

• Initial Complaint

  Date:10/31/2023

  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.

  This company owns **********, which it appears landlords use to process rent payments, keep lease on file, etc. Unfortunately, ********** also sells renters insurance and automatically adds an $18 per month fee for it under 'tenant charges'. When a tenant uploads their insurance, it is in **********'s best interests not to accept the tenant's current insurance. My son is currently a tenant at college renting a home from a landlord that utilizes **********. With the same landlord and the same insurance last year, we did not have a problem and our policy was accepted. This year, ********** will not accept our insurance. I am having to buy a $150 renters insurance policy on top of our personal home insurance (which my agent sent the verbiage showing we are covered at the college house, too). This is a scam by ********** in order to sell their insurance. I want the insurance charges from ********** removed from my son's account. I do not want or need their insurance.

  Business Response

  Date: 11/10/2023

  We are submitting this in response to complaint ID ******** regarding the 'tenant charges' questioned by the complainant. We can confirm we have reviewed and accepted the coverage provided for the insured. His account has been updated. The 'tenant charges' have been credited to the tenant's ledger accordingly. We remain available to assist the insured with any additional questions regarding this matter and look forward to assisting him with his future insurance needs. 

  Customer Answer

  Date: 11/13/2023

  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.
  There is still an outstanding insurance charge on the account that I would like to see removed. Please see screen shot of account. 
  Regards,
  
  ***** ********

  Business Response

  Date: 12/05/2023

  In response to the insured's rejection of the response previously submitted, we've attempted to reach her to explain discuss the details of the transactions. We left a voicemail 11/30/23 requesting a call back. As seen on the ledger attached the 5 credits are shown for the charges incurred 7/23, 8/23, 9/23, 10/23, 11/23 upon receipt of the other coverage in place. To assist the insured, we have requested technical assistance to determine why there is a remaining balance of $18.00. We regret the frustrations this situation has caused her and appreciate her working with us to resolve the matter. 

  Customer Answer

  Date: 12/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided the $18 still listed is eventually removed.
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From January 2023 to August 2023, I had unauthorized rental insurance charges put on my resident portal of $96.00 $12.00 per month. I had rental insurance and provided my manager proof they forwarded the information to this company who advised they would only credit three charges. This is unacceptable I am being fraudulently charged and now threaten with legal action if I don’t pay them for coverage, I already had I have provided them my proof of coverage three time now I can get any assistance or anyone to call me back in leadership.

  Business Response

  Date: 09/25/2023

  This is in response to complaint ID ******** regarding the insured's concern of unauthorized charges for rental insurance. We attempted to reach the insured at the available numbers and left her a detailed message requesting a call back. We reviewed her complaint and have resolved it accordingly. We remain available to address any additional concerns she may have regarding these charges. 

• Initial Complaint

  Date:09/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently realized that ********** had been charging me $13 through my apartment complex each month for 15 months even though I had and still have insurance through another company. When my apartment complex started working with **********, they told me to send proof of insurance with additional interest information and that's what I did. They sent their automated email stating they received it and everything was good for close to 2 years.
  
  In May of 2022 they began charging me the $13 randomly but I did not notice. In August of 2022 I changed insurance companies and immediately sent them proof of insurance with all of the correct information including the additional interest. I received the automated email like before so I know they received it.
  
  July of 2023 is when I noticed I had been getting charged. I contacted them, told them I had been insured this entire time through someone else with proof that was already sent and they said they would send in a refund request. Then I waited to see if I would receive the credit on my next bill which I did not. I called back multiple times since July and every time they claim I never sent my proof of insurance for 2022 and then they look and realize I did and tell me they will put in another request. I also have been waiting for a manager to call me which they said would take about 4 days, it's been over a month.
  
  Now in September of 2023, my apartment complex is no longer working with them and they tell me there is nothing they can do now. So they had over a month to send money they took from me and now they can't because they don't work with my apartment complex? They don't owe my apartment complex money, they owe me! Money they had no right taking from me! They have my address, they could send me a check. I gave them everything they needed and based on their mistakes they expect me to pay $200? This is insane.

  Business Response

  Date: 09/25/2023

  This is in response to complaint ID ******** regarding charges for renters' insurance. We have contacted the insured and addressed her concerns. We look forward to assisting her with her future insurance needs. 

• Initial Complaint

  Date:06/30/2023

  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.

  When ******* ********** bought our property, everything went to hell. I never had any issues with providing my Renter's Insurance proof of coverage. I would just email it to the leasing office. Now, they use this scam of a company, Leasetrack. For almost 2 years they have been charging me $14.50 a month even though I have uploaded my proof multiple times. And finally after I get someone on the phone, they said I was missing something on it. So all of this time, they never let me know. They continued to steal my money. After we so-called corrected it, they refused to refund my money. And now this month, they have charged me twice. I want my full refund.

  Business Response

  Date: 07/14/2023

  We acknowledge receipt of complaint #******** regarding the insureds concerns regarding her document submission issues. We've contacted the insured and addressed her concerns. We remain committed to assisting her with all of her future insurance needs.  

  Customer Answer

  Date: 07/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. They have NOT contacted me at all. There was no correspondence. This is a lie!
  
  Regards,
   
  ****** *****

  Business Response

  Date: 07/20/2023

  We have received the BBB follow-up communication for
  complaint #******** regarding the insured not being satisfied with our previous
  response. We have contacted the insured again and have fully resolved
  her concerns to her full satisfaction. We remain available to assist with her future insurance
  needs.  

  Customer Answer

  Date: 07/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Although, I have not seen the changes reflecting on my rent ledger, I was advised that I would receive a credit of $333.50. I will await the credit. I will accept this resolution without prejudice, should I not receive the credits as promised.  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/09/2023

  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.

  My apartment complex (landlord) requires renters' insurance and recommends this insurer. I went onto their web site and received a quote for $100, right now. I didn't do it "right now" because my renter's insurance from another insurer doesn't run out till 7/25/23, in which they already know. So now it's been increased to $133. Since I have no documentation, I'll accept the $133 quote. I've tried online but it won't allow me to, it says to call, and when I do, I get put on eternal hold. So, I would like them to finish the job by giving me a call. The quote number is *******. Thank you so much and have a wonderful day!

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  All has been taken care of. I finally was able to get through to them and they were more than accommodative to me. I really appreciated their service and business. Thank you for all your work as well. The case can be closed now. Regards, ***** ** ********* ***  

• Initial Complaint

  Date:02/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the periods of February, 2021 to March, 2022, I had unauthorized rental insurance charges put on my resident portal 120.00 total), while I had verifiable rental insurance since 2018(provided proof three times during this period). ************, Latham, NY is the company operating this for ******* ***** management Southfield MI (owners/operators of my building, the ****** apartments Chicago IL). Contacting ************ customer service was unproductive, I contacted executive team via email, no response yet. Building management was unhelpful as they considered this to be unpaid rent. I ended up paying this off to keep my rental account clear. I feel that such practices by ************ and their kicking this off to village green management is shady and highly unprofessional. Seeking to ensure such business practices are ended and they operate reputably. Thank you ******* ***** *******

  Business Response

  Date: 03/06/2023

  We have reviewed this customer's concerns and will be communicating to them that a full refund will be issued. Thank you and we remain committed to assisting him.