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:02/18/2025

  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.

  I booked a 2-month apartment in *** with a starting date in 60-days following booking. Less than a week after, my plans changed and I no longer needed the apartment. Per the terms and conditions the termination penalties were 1/2 months rent for cancellations outside of 30-days. There was also the ability to pay for a Business Upgrade which allowed for free cancellations provided that you paid a one-time non refundable payment. This payment was less than half a months rent, so the obvious solution was to purchase this. I called Blueground to ensure I wasnt missing anything. After explaining the situation, they said, no one has ever thought of this. I will check and call you back in 30-minutes. Of course the call didnt come and an email explaining that what wanted to do wasnt allowed because of my intent to cancel. I requested a call to better understand and expressed to them that unfortunately no where in their terms and conditions do they mention that paying $1,500 for this package is conditional on someones intent. Blueground, of course, is unresponsive and does not answer the phone nor can they provide any support for their claims. This was not trip insurance. This was an upgrade to allow for additional flexibility, the sole purpose of this upgrade.

  Business Response

  Date: 02/19/2025

  Hello,
  
  Thank you for your feedback. Unfortunately, we couldn't locate any records matching the name we see here or your email, but we would love to address any concerns you may have. Please get in touch with us to help us find your booking.
  Best wishes,
  The Blueground Team

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Booking ID: *********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

  Business Response

  Date: 02/27/2025

  Dear ****,

  
  Thank you for your feedback, and were sorry for the inconvenience you experienced.

  
  Please note that our agreement and policies were clearly stated before booking. The upgrade you chose to pay for was made after learning about the cancellation fees. Unfortunately, upgrades must be processed before any cancellation, and we cannot accept this request retroactively.

  
  Feel free to reach out to us directly if you have any further questions.

  
  Best Regards,

  The Team Blueground

• Initial Complaint

  Date:02/11/2025

  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 booked a stay in one of their *** units for 12/23/2024-01/22/2024. I paid $5.8k for this, $4.6k of which was in rent, the rest in miscellaneous taxes and fees.Upon arrival, we noticed that the mattresses were dirty. There were stains, long hairs, crumbs, and shells of what appeared to be bugs. We immediately notified Blueground, who agreed that the state of the mattresses was unacceptable, and they organized an exterminator visit and deep cleaning scheduled for 12/29/2024.We asked Blueground multiple times wha time the unit would be ready. We asked them again on 12/29/2024. Their agent confirmed some cleaning was going to happen, but asked us for proof of why we needed a mattress cleaning - which was bizarre given that that was the reason we needed a cleaning in the first place. After that they did not respond to any requests until 12/30/2024, when they confirmed that the cleaning was complete.We could not just stand around, keep checking in on the unit, waiting for the cleaning to be done. As a result of their poor communication, we ended up not staying in the unit on the night of 12/29/2024.Despite this, Blueground has only refunded us for the rent for 6 nights - this should be 7 nights, as we were not in the unit on 12/29/2024. Furthermore, despite confirming that the miscellaneous tax/fees were associated with the duration of the stay, they also refused to give us a pro-rated refund of these fees, despite us not being able to stay for the full duration (through no fault of our own).To rub salt on the wound: mattress had a blood stain, the sink started leaking like a fountain, making the kitchen useless. The leak took several days to resolve because it was considered non-urgent.When we complained, they removed our stay from the app to obscure what happened. This meant that we no longer had access to the tickets and chat history we had with their agents. Luckily, we kept records of this since other reviewers have mentioned they may do this.

  Business Response

  Date: 02/13/2025

  Hello *****,
  Thank you for your feedback, and we apologize for the inconveniences you have experienced. However, we would like to clarify the situation.
  Upon check-in, you reported the presence of bugs in the unit. In response, we advised you to stay in a hotel, which we committed to reimbursing, and we immediately arranged for an exterminator to inspect the unit. However, no infestation was found. Despite this, you never provided any hotel invoices, yet we still compensated you for the inconvenience, but not for the nights you claim to have stayed in the hotel, as you never shared the invoices with us.
  Additionally, our team professionally cleaned the mattress, and the minor kitchen sink leakage was resolved within three days. The kitchen was indeed usable, and the leakage was not significant, as you can see in the photos you provided. While we understand these issues may have caused some discomfort, they were not as severe as portrayed. Nonetheless, we did our best to address them and provide compensation accordingly. The fees cannot be returned for obvious reasons, but you have received compensation based on your daily rate.
  At times, the best course of action for both sides is to part ways.
  If you have any further questions, please feel free to reach out to us directly. For us, this case is now closed.
  Best regards,
  The Blueground Team

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Blueground never committed to reimbursing us when the issue came up and have never asked for hotel invoices. We attached screenshots showing how we had to ask customer service multiple times for a refund, and how unreceptive they were. I can also provide a screen recording of the full chat so Blueground can see how they never once offered compensation without us asking them. The leak was also not minor - there was a hole in the pipe where water was spewing out (see photo); why is Blueground claiming that the kitchen is usable when you cant do any dishes and therefore cannot cook? We also were never provided compensation for the days with the leak. The company also did not provide a reason for why fees were non-refundable, despite them being charged based on duration of stay (this was confirmed by the agent, see screenshot) - of which 7 days we were not in the unit.

  Sincerely,
  ***** *
  
  
  
  
   
  

  Business Response

  Date: 02/17/2025

  Hello *****,
  Thank you for your message.
  Please note that you have already received compensation based on the issue reported. However, no infestation was ever found in the apartment. While you chose to stay in another apartment for seven days, this does not obligate us to refund you for that stay, as there was no verified reason for relocation. Additionally, despite not providing any invoices to confirm your expenses for those seven days, we still provided compensation.
  Regarding the rest of your concerns, we have already addressed them. The apartment was fully livable, and no further compensation will be offered.
  If you have any further questions, please feel free to reach out to us directly.
  Best Regards,
  The Team Blueground

• Initial Complaint

  Date:02/06/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Blueground concerning unresolved repair issues and their refusal to provide suitable accommodation adjustments, which have adversely affected my health and well-being.Nature of the Problem:I have been experiencing ongoing issues with my rental unit managed by Blueground, including:Unauthorized Entry: On Jan 31, 2025, a building technician entered my rental unit without prior notice or my consent, which is a violation of my tenant rights.Accommodation Refusal: Due to my health condition (undergoing surgery this week) I requested a permanent relocation without moving back again. Blueground only offered temporary relocation to a different building, which my health condition does not permit.The unresolved repair issues and the refusal to accommodate my health-related needs have caused significant stress and have adversely affected my recovery post-surgery.Desired Resolution:I am seeking the following resolutions from Blueground:1. Permanent Relocation: Provision of a permanent relocation to a unit that accommodates my health condition, as temporary relocation is not feasible for me.2. Policy Review: A review of Bluegrounds accommodation policies to ensure compliance with the Fair Housing Act, particularly concerning reasonable accommodations for tenants with disabilities.I request the BBB assistance in mediating this matter to reach a fair and reasonable resolution.Thank you for your attention to this complaint.

  Business Response

  Date: 02/07/2025

  Hello ******,
  Thank you for your feedback, and we apologize for the inconvenience you have experienced. While we understand how frustrating this situation is, we have been actively working since last week to find the best possible solution for you. However, despite our efforts, you have not accepted the proposed solutions, which has delayed resolving the matter.
  We offered to relocate you to another unit with a $500 compensation to cover the moving costs, ensuring minimal effort on your part, but you declined. Unfortunately, the leakage is beyond our control, and while we did not cause it, we must address it together. Resolving this issue requires cooperation from both sides.
  Since we have an open ticket and ongoing communication with you through our official channels, we kindly ask that we continue the discussion there. Opening multiple channels for the same issue before it is resolved does not help facilitate a solution.
  If you have any further questions, please dont hesitate to reach out to us directly.
  Best Regards,
  The Blueground Team

• Initial Complaint

  Date:02/06/2025

  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 paid for to rent an apartment from Blueground on October 29th 2024 and before I submitted payment, I reached out to them about using one of their discount codes that they were running on their Instagram. I was then told they would honor the code, but I would have to submit payment and be approved first and then they would refund me the $250. I moved into the apartment in ** on December 5th 2024 and I moved out January 4th 2025 and still had no refund of the above amount.I had also read reviews of them making up charges for guests when they would leave, so upon entering and exiting the unit, I made sure to record video evidence of the apartment on how it was given to us and how we left it. On January 15th I was sent an email from them saying that the coffee maker was not in the apartment and that I needed to pay $132 dollars for it. I provided them my exit video where you can clearly see the coffee maker and they said they would drop the charge. On January 22nd they took the money from my account unauthorized regardless of telling me the payment would not be processed and that the charges would be dropped.I have still yet to receive my $250 and was charged $132. They just keep telling me that they are "escalating' it and nothing is happening. It is now February and they have no resolution in sight. They just keep giving me the run around saying a sales associate will contact and they have not. I've told them I will seek legal help soon because this is ridiculous and they're trying to scam me out of money that is owed to me.

  Business Response

  Date: 02/10/2025

  Dear ******,
  Thank you for your feedback, and I sincerely apologize for the inconvenience youve experienced. This is certainly not the level of service we strive to provide.
  After checking with the local team, Ive been informed that everything has been refunded and the issues have been resolved. Please let us know if theres anything else we can assist you with.
  Dont hesitate to reach out if you have any further questions.
  Best regards,

• Initial Complaint

  Date:02/04/2025

  Type:Order 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.

  On 7/25/2025 we paid the final amounts of all monies owed for our apartment rental, which included a Refundable Security Deposit of $950. On 8/30/2024 we moved in and on 11/22/2024 we moved out, as per the booking. Our dozens of photos will show, if needed, that we left the apartment in good order upon exit. Our deposit was due to us on our 21st day after move-out which was 12/14/2024. We emailed BlueGround on 12/12, 12/20, and 12/30 asking about our security deposit and receive no replies twice and a form letter once. 1/8/2025, we call and speak with ****** **** who promised we will receive our full refund in 3-5 days. 1/14 we have not received the refund and email Manager **** twice that day with no reply. 1/16 and 1/21 we send an email to BlueGround asking for our security deposit to be refunded but receive no reply. 1/21 we email and send via **** a letter asking for our security deposit to be refunded but receive no reply. We have been ghosted by BlueGround and they have not refunded the $950 that they owe us.

  Business Response

  Date: 02/06/2025

  Hello *********,
  Thank you for your feedback, and we sincerely apologize for the inconvenience caused by the delayed refund. We completely understand your frustration.
  As previously communicated via email, the refund was processed on February 4th. Please get back to our email to address any remaining concerns, at ************************************** and wed be happy to assist you further.
  Looking forward to your reply.
  Best Regards,
  The Blueground Team

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Blueground finally returned my $950 deposit to me, a full 74 days after it was due in **********, where by law they must return it in 21 days.  

  I remain very disappointed in how BlueGround conducted themselves.  They either ignored or sent meaningless form letters in reply to 8 emails I sent inquiring about monies due between our move-out date of 11/23/2024 and 1/21/2025.  A manager who spoke to me in person promising the refund on 1/8/2025 and who even sent a follow-up email promising the refund, ghosted us afterwards.  If I had not contacted you, I doubt I would have ever seen my money again.  The fact that our communication, in regards to returning our money after we filed BBB complaint, was from a *********************************** Associate, tells us the truth here; BlueGround does not conduct business honestly unless they perceive that the public will find out through browsing BBB complaints.

  While I am glad to have my $950, I remain disgusted with with how BlueGround does business.

  Sincerely,
  
  ********* *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/27/2025

  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.

  Reserved a booking on January 17th, 2025, I paid the amount of ********. I booked it ahead for the date of June 18th, 2025, and as per their refund policy, I could cancel for a full refund if it is 30 or more days before my check in date which would be June 18th. I cancelled the service on January 20th, 2025, while my verification was pending and the booking was not yet completed. I had paid simply to hold the reservation temporarily while they verify me, which I would be paying first month and other fees. Today is the 23rd, and I have contacted them about this charge, and it doesn't seem like there is any official contact that I can inquire about my refund, so I don't know if it will reach them. And they have not responded to the email. On their official site it displays that the booking is cancelled.

  Business Response

  Date: 01/29/2025

  Dear *******,
  Thank you for your feedback, and we sincerely apologize for the delayed refund.
  Kindly note that the refund has already been processed. Please feel free to reach out if you need any further assistance.
  Best regards,
  The Blueground Team

• Initial Complaint

  Date:01/27/2025

  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.

  Transaction was completed in January 2025, of *****. The transaction was for a short term lease using Blueground in ***********. The unit was moldy, dirty, and cause serious health concerns. I spent 30 minutes in the unit that was supposed to last more than two months and the company would not complete a full refund. I reported the issue immediately with picture proof, and the company only told me they replaced the section and would not return my money. The company barely communicated until I called at least six times and was hard to communicate with. The company claimed the issue was only dirt, although they needed to replace the area and a deep clean did not fix the issue. In general a scam for my ***** and very hard to communicate with, in addition to not talking on to account my right as a tenant.

  Business Response

  Date: 01/29/2025

  Dear *******,
  Thank you for your feedback, and we sincerely apologize for any inconvenience caused.
  While we understand your concerns, we want to clarify that after communicating with the building management regarding your issue, they conducted a visit and confirmed that it was not mold. Instead, the issue required simple recaulking, which they completed, and everything was in order afterward.
  Since the cleaning team also cleaned the apartment, it was deemed livable, and an early termination with a full refund was not justified, as the issue had already been resolved. However, as you chose to leave, we have provided compensation and offered a partial refund for your booking. This will be reflected in your account shortly.
  If you have any further questions, please dont hesitate to reach out.
  Best regards,
  The Blueground Team

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Can you please clarify what a caulking issue is, and how replacing caulking would be described as just a deep clean. If the caulking was so bad that it needed to be replaced, it is u reasonable to expect me to continue the stay. In addition, via the photos it is very clear the issue is in circular pattern which is clear of mold. 
  

  in addition, there is a new tenant in the unit. Thus this establishment is not only receiving the rent from me but also rent from a mother tenant for the same amount of time. It is clear that in *********** that if rent is recouped by a separate tenant, it is illegal and unjust to take rent from both parties. Can you explain why this company would need fair market rent from both parties, even when one is not staying in the unit at all. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 01/31/2025

  Hello *******,
  Thank you for your email. Kindly note that, for us, the matter is closed, and we will not be taking any further action.
  Whether the apartment is rented or not is not something we can discuss, and if it is rented, it simply confirms that the apartment is livable.
  If you have any further questions, please do not hesitate to reach out to us directly.
  Best Regards,
  The Blueground Team

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Regarding the new booking, the reason I brought this up, is in court it will come to light that this unit is accepting twice the rent the for the same amount of time. Please refund me the amount of money for the booking during the time period that is already being covered by the new tenant. Im not sure what reason Blueground would need to collect rent for two tenants during the same time period. Can you provide an explanation why this company needs to collect twice the market price in rent for the unit when only one tenant is located in the unit. Regarding livability, I am happy to hear Blueground has fixed the issues and the new tenant is able to stay in that unit. That said, the reason it is livable is because I identified all of these cleanliness issues, including allowing your company to replace the caulking that was moldy. Im sure the new tenant would have issues with the same issues as myself if I had not checked the unit ( rather than your company doing quality checks). 

  
  
  Regarding the caulking, again the caulking was there, as you can see in the pictures, but it had mold on it. To replace the caulking, as you mentioned was done to the unit, means the issue could not be fixed with only a deep cleaning of the unit that Blueground provides. Again I implore you and this company to view the photos of circular black spots growing in a moist area and let me know what the issue actually was. The black area was NOT a gap in the caulking. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

• Initial Complaint

  Date:12/26/2024

  Type:Sales and Advertising 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.

  Blueground is a business that specializes in rental of furnished homes. They have locations in several cities across the **, but the *** headquarters for Blueground is in ********, **. I submitted payment to Blueground for a one-month lease of a property in *************, ** on December 17, 2024. The property is located at ***************************************************************************, and the lease was stated to be from 23 Dec 2024 through 22 Jan 2025. The purchase was made on Bluegrounds website via an ACH debit charge to my account in the amount of $4,779.00. I received a confirmation email immediately after submitting the above payment that my stay was successfully booked. Roughly 5 minutes later, I received an email from Blueground stating that my lease had been cancelled and that my account was suspended. The same email stated that even though the advertised service (a 1 month lease) had been cancelled, I would need to contact my bank to have them reverse the charge. I did contact my bank (*****) and on 2 different occasions (with 2 separate ***** representatives) asked that the charge be reversed. Both ***** customer service representatives told me that they are unable to reverse an ACH charge, and that it is the responsibility of the merchant to return the funds to my account if a refund is due to **** sent 2-3 emails to Blueground requesting that my payment be refunded. I also called Blueground (*********** sales branch), and left a message with the sales team. Aside from one initial email re-stating that I needed to request the refund from my bank, I have received no response, and I have no indication that Blueground intends to refund my payment within a reasonable time frame.

  Business Response

  Date: 01/02/2025

  Hello *******,

  
  Thank you for reaching out.
  The refund has already been processed as your booking was canceled.
  Feel free to reach out to us directly if you have any further questions.

  
  Best regards,

  The Team Blueground

  Customer Answer

  Date: 01/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Timeline of Requests: Since I moved in on August 18, 2023, I have repeatedly asked Blueground to resolve several issues with the apartment. However, my service requests are consistently marked as "resolved" without the actual problems being fixed.Unresolved Problems:a. Window Privacy Issue: The window faces a street, and opening the curtains makes everything inside visible to pedestrians. To address this, I bought fabric to cover the window, allowing some natural light, but this prevents me from opening it for ventilation, leaving the apartment without proper airflow.b. Air Conditioning Filter: The air conditioning unit shows a replacement filter alert, but no action has been taken to replace it.c. Kitchen Smoke Extractor:The extractor fan in the kitchen does not work, and because this is a studio apartment, every time I cook, the entire apartment fills with smoke, triggering the fire alarm. Since I cannot open the window due to the privacy issue, theres no way to ventilate the space properly, making the situation unbearable.d. Entrance Light Not Working: The light at the entrance of the apartment is not functioning, which has yet to be addressed despite my requests.Unmet Promises: Each time I contact Blueground, they promise to resolve the issues, but nothing has been done to date. It has now been two months of unfulfilled promises.High Rent Payment: I am paying $3,018 per month for this apartment, totaling $28,782.20 including taxes and administrative fees for the lease period from August 18, 2023, until May 15, 2025. Despite this significant payment, the living conditions are not acceptable.Relocation Request: I have requested to be relocated to another apartment due to these unresolved issues, but that request has also not been addressed.Misleading Advertisement: The listing is misleading because the gym is not the same as in the photos, and the apartment is not in the condition it should be.

  Business Response

  Date: 10/23/2024

  Dear *****,
  Thank you for your feedback, and we sincerely apologize for the inconveniences. I am in contact with our Client Experience team, and I am confident we will find the best solution for you, as you are a valued guest. While we strive to provide the best service, we sometimes fall short, but we are committed to turning this around.
  If you have anything else to discuss, please feel free to reach out directly to me at ************************************** I will personally respond and ensure that we address your concerns. I am here to help and aim to make your experience a positive one soon.
  Best regards,
  The Blueground Team

  Customer Answer

  Date: 10/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:09/24/2024

  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.

  Dear BBB **** I had applied for Blueground apt on Aug 31, 2024 at 4:29 pm for move-in date of Oct 6, 2024 to May *******. I paid $1360.69 through my credit card as required at the time of reservation but my booking was not finalized yet (pending review) . The guest agreement was not made available yet and I needed more info about lease agreement and the next payment (shown as due for Sep 3), despite my move-in date of Oct 6. I tried to call the company three times but it was going to voicemail. Given that my booking was not finalized and it was a long weekend, I cancelled my reservation (shown as reserved until 3rd Sep) within two and half hours of initial reservation. The ***resentative of the Blueground ***lied next day with the offer to transfer the paid amount to a new booking or get the refund for half of the reservation fee. I exchanged a few emails requesting the justification for undue charges given that my booking was not even finalized; and, that there were more than 30 days until move-in date; and that I had cancelled the reservations within 2-3 hours; and that there was no reasonable basis to assume the company had incurred any costs/foregone revenues due to my cancellation. I requested the company to review my request and apply justifiable deductions (if any) but it was not duly heard. I have attached a copy of the exchange as well as call log for your records. I waited for 2/3 weeks with the hope the company will at least refund half of the reservation fee as indicated by it *** but to no avail. In view of above, my request is two-folds: a) the company should review my case and makes a just determination on the amount that should be refunded to me; and b) in the spirit of following good business practice, the company should review/change its policy to tie its cancellation charges to confirmed bookings (not those that are still pending) or set a transparent processing fee (non-refundable) for any reservations that are not confirmed. Many thanks.

  Business Response

  Date: 09/26/2024

  Dear ******
  
  Thank you for your feedback and we apologize for any inconvenience caused. We truly appreciate you choosing Blueground for your booking. However, we would like to clarify that all our terms and conditions, including our cancellation policy, are clearly displayed on the reservation page prior to confirming any booking. Unfortunately, it appears these were not reviewed before proceeding. As a result, we are unable to process the refund you mentioned. If you have any further questions, please dont hesitate to reach out.
  

  Best Regards,
  The Blueground Team