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:05/10/2023

  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.

  March 31 2023, asked illegal questions about my service animals and asking for documentation which isn't required of me.April 16 2023 I had no heat. Blueground stated they could not get a hold of the property manager (not true) and they did not contact the emergency maintenance number for the apartment I was staying at. They stated they were trying to get a hold of the property manager for hours. Had to tell them this was an emergency issue seeing as how it was 34 degrees outside and I had no heat. Went all night with no heat. Was provided with space heaters the next day in case it wasn't working. Can't supply heat via space heaters. Illegal and firehazard.April 17th, my heat is fixed, but they come to do maintenance for my leaking shower. No communication about whether it was completed or not. Come in the my apartment to have their tools all over my bathroom, bottled water on my sink and and my shower ripped apart and can't use it. Wanted to shower but couldn't. Was feeling pretty low having to use the kitchen sink. Went to use the sink to wash my hair and I had no water. They did not inform me they were turning off my water for the shower repair which they left a hot mess. They put me in a hotel after explaining the heat issue followed by the water issue. May 8th, have no heat, again. It's not a building issue. Contacted blueground. Didn't get back to me for 12 hours. As of writing this I haven't had heat for 36 hours and all they said is they couldn't get a hold of the property manager and they'll follow up tomorrow. Which will be day 2 of no heat. Talked to the property manager to see if anyone else doesn't have heat since it's a boiler system and controlled by them he said no and asked what was going on. He stated he had not been contacted by blueground and did not receive a maintenance request. He wondered why they weren't contacting the emergency maintenance number. He told me to call it myself and he's sorry blueground isn't contacting the right #

  Customer Answer

  Date: 06/03/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Blueground has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:03/07/2023

  Type:Product 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 booked an apt on 11/19/21 for 11/20/21 to 12/31/21 in ********, ** (Booking code: ******** Property code: *******). I checked in and within 1 hr notified Blueground I couldn't remain in the apt due to a condition I have called Electromagnetic Hypersensitivity (EHS). I am a physician, and explained to them as best as I could as the US is not as knowledgable as other parts of the world regarding this condition and offered to provide medical documentation. I develop severe symptoms including arrhythmia, numbness, cognitive issues, headache, and severe fatigue, when exposed to high levels of RF. magnetic fields, etc. Had I known I would react this way in one of their apts prior to booking, I obviously wouldn't have wasted their time or mine. They would not offer a refund but did offer to allow me to try several other buildings which I was grateful for. After viewing several others, it was evident that none would work for me because of this medical condition. Again, I asked for a refund and was told no. After numerous emails going back and forth and my stating I would be contacting my credit card co, they offered a partial refund but the amount was less than what they originally offered. After more emails they finally corrected my partial refund to what they initially promised and issued me a credit for $1970 for the remainder. As a one time courtesy, they extended it to 2/28/23. I was instructed to book directly through them and not their website. On 2/28/23, I emailed with ***************** who asked for the ** of the unit I was interested in and I sent that on 2/28/23 but didn't receive a response till the following day when I was told it wasn't available (they were looking at ** 447 in DC, not *****) for 3/2-4/1/24 in *****. Then I was told to contact the ***** office (*********************************) who today was informed by ***************** in the US that my credit has expired. I sent the requested booking info by 2/28/23, and the delay on their part has now resulted in my credit expiring

  Customer Answer

  Date: 03/15/2023

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

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into an apartment in ******* and immediately found there is a big discrepancy between what is shown in the photos and what the apartment actually is. There turns out to be a big construction site in front of our apartment and its making loud noises from early in the morning (7AM) to late afternoon. I immediately reached out and asked if we can relocate but were told we would need to pay a $1500 fee. This is not acceptable to me as I think it is not my fault. Whats worse, I dont think the apartment is worth the $5000 per month now we are paying because of this huge construction that is blocking our view too. Really disappointed with what we get for what we pay.

  Business Response

  Date: 03/10/2023

  We would like to address all the relevant points mentioned by the guest:

  
  1. Construction site in front of the apartment //  The construction the guest referenced was happening at a building one street over from the one where the guest stays. There is significant distance between the guests apartment and the building being worked on including an entire row of buildings between them.
  

  2. Noise from the construction site // We always note construction/noise on our website only if the construction is taking place within the building or right next to the building. This of course was not the case.

  
  3. Blocked views due the construction site // Again, if you see the photos that the guest sent, the new development is not obstructing views to the Space Needle, to the city or to the sea. This high-end apartment is located on the 21st floor of the building, hence it is really hard to not get amazing views.
  

  4. Discrepancy between the listing photos and reality // Photos of the apartment and its views were take in October 2022 ie 4 months ago. These are brand new photos and in no case we wanted to hide something as we do have an explicit section referenced as Property Truths were we clearly describe possible issues with our apartments.

  
  5. Value proposition // it's unfortunate the guest feels this apartment isn't worth its value. In reality, the guest for this 2 bedroom furnished apartment on the 21st floor is actually paying 15% lower than a similar unfurnished apartment in the same building.
  

  Relocation fee // As per the signed guest agreement should a guest initiate a request to relocate to another apartment, and such request is not the result of a bona fide deficiency in the originally booked apartment, a relocation fee will be payable by the guest. We consider a bona fide deficiency to be any issue that makes the unit un-habitable.

  Our actions // Understanding that this was not satisfactory to the guest we offered the following:
  
  1. Offer to cover a portion of the relocation cost
  2. Offered to purchase and send to the guest a white noise machine without any charge
  

  Unfortunately, the guest wasnt satisfied with this resolution

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, this transaction occured on January 11th but the incident described occured on 19th of January 2023. I leased an apartment from Blueground and moved from ****** to ******, showing up at my leased apartment on the 7th day of the lease around 10am. The apartment is located at ********************************************************. Upon arriving at my apartment, I found it to be occupied by squatters. When I entered the apartment, I found trashed/occupied.I left the apartment and contacted Blueground about the issue. The office manager said they would send someone to help, they did not in the 5+ hour I waited in the cab of the moving truck. ~ one hour later, I recieved a call and acknowledgement that my issue was a top priority for the management office ******. I explained that the apartment was occupied and requested help. Blueground changed the security pin to the front door remotely. I returned to the apartment several hours later to check the situation. I discovered that since my last entry, three people had entered the apartment using the new pin code. They were quickly cleaning up the mess. I am confident that someone within blueground, either a staff member or maybe a hacker, had provided the squatters with the new security code. I quickly left the apartment, and one of the intruders followed me into the hallway. I turned to face him about twenty feet from the door, just short of a turn in the hallway leading to a public space. It was clear that he was aware of the fact I was the tenant and was weighing his options. I had my dog with me and I am confident it would have been violent had I nor. I ran out and returned to the moving truck. Blueground is aware of the issue, has offered a refund but not yet returned my money. Via continued communications they made clear they do not know how it happened but that this is being investigated "at the highest level." As the consumer, I am appalled at the lack of communication and response from the company.

  Business Response

  Date: 10/06/2023

  Thank you for your feedback. We would like to apologize for any inconvenience caused. We understand that our management team is in touch with you and currently working on addressing any outstanding issues. Plus, your refund has been issued. We are here for anything else you may need.

  Best Wishes,

  The Blueground Team

  Customer Answer

  Date: 10/07/2023

  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]

   

   

  Blueground continues to violate state and federal laws and has been complicit in at least three recorded instances of breaking and entering. Customers need to be aware of the security breach (as mandated by FTC and federal law). The five witnesses in this particular case all provided testimony and will do so again.  

   

   

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

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

• Initial Complaint

  Date:10/13/2022

  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.

  we booked a furnished suite in *** through the website of Blueground, they charged my friend's **** credit card close to **$ ****** for a week. We could not enter nor use the flat, we had to scramble with a kid to find alternative accomodation for the month. we cancelled as nobody would ba able to give us an answer or solution.we are finding it very challenging to talk to somebody and to get our full refund.