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:04/17/2025

  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’ve been using this company for three years who reports my rent payments to my landlord. They offered me an opportunity to report these payments tothe credit bureaus for an additional fee, which I peed for several months and did not receive the services they offered no reports have been made to credit bureaus I have made contact with them over three or four times in regard to them not reporting as promised, and since it was a service that I have paid for I continue to get the runaround with them that it will be reported on the 15th of the following month every time that I I call in. My final attempt to get this addressed was just this week. I got the same exact answer. It will be reported on the 15th the month and will immediately address the issue. The issue has not been addressed. I asked for a refund for the service that I had alreadypaid for for several months and had not received . I was told by Kelly that there is no reality here where I would get the service that I paid for and a refund that I had to choose between the two. This payment should automatically be reported anyways to the credit bureaus as they are very large sums to this day I have not received a refund and I havenot received the service promised.2??

  Business Response

  Date: 04/28/2025

  Hi *****, we totally get the frustration and we sincerely apologize for it. It's true that, due to an error, your info wasn't reported to two of the bureaus for a few months. We have since corrected that error and we are reporting the entire back history, so you should get the full benefit as if it were working the entire time. We have offered a full refund to your account for that time period. I think the misunderstanding is around the service moving forward. If you want to keep reporting credit, you will need to keep paying for it. Basically, we're giving you those few months of error and a little extra at no cost due to our error, but we won't keep it on indefinitely at no cost. If you want to turn it off, no problem, you still receive the value of the time you had it on and you don't have to pay for it. But if you want to keep reporting, we will require a charge. 

  Customer Answer

  Date: 04/28/2025

  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, reasons for rejection are included below.

  
  

  
  

  Although a refund has been issued, I have paid on this account and have not received the services promised to this day. The bureaus are not reporting any of the payment history which you said would be done. This is the continued response that I have received from you over the several months that I have been complaining about this issue. No payments have been reported . 
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 04/29/2025

  Hi *****, you did receive the full refund, correct? Want to ensure that is the case. Regarding the reporting, your data was just reported on April 15th (we are able to report on the 15th of every month so if there is an error, we must wait for the next credit reporting window). It can take the bureaus 30 or more days to show the data so I would expect your updated tradelines to appear around May 15th. 

  Customer Answer

  Date: 05/03/2025

  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, reasons for rejection are included below.

  
  

  I have only received an email that the refund has been issued, but have not received any refunds regarding this payment. The response that I continue to get regarding the reporting to the bureaus is the same copy and paste response that I have been getting for nearly a year already The accounts are not reflecting to the bureaus, and I continue to get the runaround on when they will report 
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/06/2025

  Hi *****,

  We have issued the refund and we are definitely not just copying and pasting. We are giving you the same info but there's a person on the other end typing it out and trying to better explain each time. We've tried calling and emailing as well and have not been able to connect. I think it would be best for us to speak on the phone. Could you please call ###-###-#### and ask for Kelly? We will confirm the receipt of refund over the phone and can talk through the rest of it. 

  Customer Answer

  Date: 05/16/2025

  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, reasons for rejection are included below.

  
  

  I responded to this complaint, and it is being closed out stating that there was no response made on my end however, there was a response that the company has not resolved any of the issues to this day
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/16/2025

  Hi *****,

  Unfortunately, it feels like we're running in circles a little bit. I don't think we're making much progress replying to one another on BBB. Did you receive my previous offer to speak on the phone? We've tried reaching out a few times and cannot connect. Could you please call ###-###-#### and ask for Kelly? We will confirm the receipt of refund over the phone and can talk through the rest of it. 

  Customer Answer

  Date: 05/16/2025

  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, reasons for rejection are included below.

  
  

  
  This company keeps giving me cookie cutter responses every month. They say that the credit bureaus will report the payments made on my account here we are the 15th of the month again no reports have been made on my account. This company has not fulfilled their duties I pay for a service that was never rendered
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/16/2025

  Hi *****,

  Are you seeing our responses? It seems maybe you are not. We are having a very difficult time reaching you. 

  Customer Answer

  Date: 05/16/2025

  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, reasons for rejection are included below.

  
  

  
  

  The company has not reflected the payments made on my account over a span of three years. They insist that it is not their fault and that it is the credit bureaus for not reporting. However, when I try to address this issue with the company, I get the same response. It will be reported on the 15th of the month during the next reporting. Every month is the same thing. Nothing reflects on my account. None of my payments Are being reported. I paid for a service that was not rendered.
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/21/2025

  We are reporting your data. The fact that you are not seeing it is certainly an issue we want to help you correct, but to do so, at this stage, we need to speak with you over the phone. Despite repeated attempts, we have not been able to reach you. We have already granted a full refund of the service. 

  Customer Answer

  Date: 05/21/2025

  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, reasons for rejection are included below.

  
  

  
  Issues have not been resolved and no payments have been reported . Company need to address this with credit agencies and fix the issue and have not . Company has all my information needed to address this with credit company’s . 
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/22/2025

  Hey *****,

  Still not able to connect with you. We have reported everything to the bureaus. It can take them time to post it to your latest report. The only course of action would be to connect with you and the bureau if you believe there is still an issue. We have been unable to reach you despite our attempts. 

  Customer Answer

  Date: 05/28/2025

  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, reasons for rejection are included below.

  
  

  
  

  That previously stated, I am not happy with the companies response. I have paid for a service that has not been rendered for over a year. It’s the same response. You’ve reached out to the viewers and they’ll be reporting shortly and they never do. This is bad business practice and you have not resolved the issue and there’s nothing you can do unless you can get The bureaus to report the payments and provide the service that I paid for. There’s no further communication that needs to be done other than doing your job.
  
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 05/28/2025

  We have provided a full refund and are more than happy to work with you to ensure your data is properly reported. We do need to speak by phone or email to better understand the issue you're facing. We have not been able to reach you. 

  Customer Answer

  Date: 05/29/2025

  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, reasons for rejection are included below.

  
  

  
  
  Not satisfied service was promised to be completed and provided to the bureaus and no such thing has been completed. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:01/07/2025

  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 signed up on Innago a few years ago. Last year, I attempted to reactivate my account and merge accounts. At that point, I spoke with two different people on their team who confirmed that my phone number would NOT be shared with 3rd party sources as I only wanted my e-mail shared. I understood that my phone number would be accessible to tenants only. After spending hours updating properties with Innago to link to their listing partners, Innago has sent incorrect information and made my phone number public resulting in NUMEROUS spam phone calls! I would like Innago to update the information they are sending to the listing partners to be the correct property name and contact information including removing my personal e-mail. I spoke with Danika who said I could provide a Dummy phone number in their system but their system keeps giving errors. When I requested a call back from someone who could actually help, I was told to go to a different platform. I have spent HOURS setting up things with them, have sent applications to perspective tenants, and have already informed current tenants about a platform switch. Not helping me would cause significant harm to my business, and having my phone number publically listed is also not what was disclosed to me.

  Business Response

  Date: 01/07/2025

  Hi *******, Very sorry to hear your frustration. I do want to assure you though, we absolutely do not ever share your contact info unless you directly consent it. For example, when signing up, we gather your account phone number and we also, separately, ask for your organizational phone number. We note on this screen that your organizational phone number will be shared with tenants. Your account phone number is never shared. 

  When you choose to list a property, we similarly let you know that you will be sharing your organizational info with Zillow, Realtor.com, etc. (depending on the services you choose). Once these platforms have the info, it is absolutely possible that a spammer might pick it up, but we do not and will not ever sell your info. Please feel free to reach out to us to further discuss: ###-###-####

  Customer Answer

  Date: 01/09/2025

  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, reasons for rejection are included below.

   

  1) I was told during a customer service call that my phone number would only be shared with tenants, not 3rd party platforms even with listings  

  2) Was then told that they put a place holder phone number 

  3) Now Innago has removed all of my listings and a perspective tenant is now worried that this is a scam! See screen shots  

  
  

  
  
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 01/10/2025

  Hi *******, we would love to resolve this in the exact manner you request in your complaint but have not been able to get a hold of you. Please contact us directly: ###-###-####

  Customer Answer

  Date: 01/13/2025

  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, reasons for rejection are included below.

  
  

  
  

  My listings are still not posted with the accurate information. 
  
  
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 01/13/2025

  We remain unsure of the changes you want or how to make those changes. We again request that you speak with us. We have tried calling multiple times to no avail. 

  We are ready at your convenience to fully fix this as soon as you're ready to speak with us. Again, our number is ###-###-####.If you prefer us to call you, please let us know a time at which you will be available. 

  Customer Answer

  Date: 01/13/2025

  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, reasons for rejection are included below.

  
  I have already called in and e-mailed multiple times with multiple people without resolution. 
  

  
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 01/13/2025

  I am trying to contact you directly. I understand your frustration but please do not let that prevent you from seeking solution. You have not yet called ###-###-####

  Customer Answer

  Date: 01/23/2025

  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, reasons for rejection are included below.

  
  

  This issue is not yet resolved! Please don't close this. 
  
  
  Regards,
  
  ******* *****
  

  Customer Answer

  Date: 01/23/2025

  All my properties still are not posted to the 3rd party sites as they say they are. 

• Initial Complaint

  Date:11/20/2024

  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 asked my landlord to use a rent collection app/tool to collect my payments. So she and I looked at different rental collection services and read reviews and decided to try Innago. I wanted her to use it so I could use the Flex payment company however my landlord was not 100% sure she trusted this or the legitimacy of the company. So to test it out I put my account information and she was well aware of this. The payment was processed from my account to Innago for $765 however it was never sent. They’re just holding the funds saying it’s a security risk because some things didn’t match up yet they took the payment and now holding it and won’t return it to the original account it came from or process it to go to the account they have that it should be sent to. They are saying the bank that the funds were taken from has to do a chargeback. That bank won’t initiate the chargeback and Innago is refusing to return the funds. This is NOT Innago’s money to hold. I understand if they don’t process the funds to the account intended but not returning them to the account they took them out of does not make any sense. They are holding funds they are NOT their funds. This was supposed to be a way to pay money between landlord and tenant. They have provided not provided that service so they need to return that money

  Business Response

  Date: 11/21/2024

  Hi *****, after review, our team did determine that this payment had too many fraud signals to complete (those may have been erroneous; however, unfortunately this is not something we can compromise on). We would be more than happy to assist you in reversing this transaction, but we do need to speak to you on the phone to complete that process. The phone number you provided seems to match your landlord rather than you. We have sent you an email requesting a conversation to resolve this and as soon as we hear back, we will get this handled. Please don't hesitate to reach out to us at ###-###-#### or respond to our email.