Complaints

This profile includes complaints for DepositCloud's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DepositPal LLC

  1721 Hewitt Ave Ste 601 Everett, WA 98201

• 

  DepositCloud

  16212 Bothell Everett Hwy Ste F137 Mill Creek, WA 98012-1603

• 

  DepositCloud

  16212 Bothell Everett Hwy Ste F-137 Bothell, WA 98012

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:01/09/2025

  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 moved out of the ******************* in ********* ******** on Oct 12. They contracted with deposit cloud to send me my security deposit refund in the amount of $1766.88 and deposit cloud sent me an email on Oct 28 to send me the refund. I opted for a mailed check through their website and have not received the refund. It is now December 27. I have confirmed that the address they need to send to is correct via email with *** ***** who seems to be the deposit cloud person handling my refund at deposit cloud but he isnt able to provide any more detail on why I am not getting my refund in the mail. He keeps asking for my banking details to direct deposit, but I dont trust businesses I never directly contracted with with my personal banking details.

  Business Response

  Date: 01/09/2025

  Thank you for notifying us of the complaint, though it appears Ms. **** was more explanatory on her 1 star ****** review (see attached).   

  Ms. **** vacated her unit, on 10/12/2024 (notice was given to the apartment complex on 8/12/2024.  The unit was turned over, adn the final move-out was processed by the community on 10/22/2024.  We processed her move-out through our system on 10/23/2024.  Ms. **** was given a total move-out cost of $102.12, which left a refund of $1869.00.

  Ms. **** was notified via email that her refund was available, she could have logged into her account and done a same day refund via an ACH, or alternate electronic payment method, such as Venmo, ******* etc.  Ms. **** called into our customer service department on 10/23/2024 at 1:37PM PDT. She advised she wanted her refund mailed, the agent took down the address Ms. **** provided, as the same she included in her BBB letter.  (See attached ***** bank confirmations of mail to address used.) We sent the FIRST refund check on 10/25/2024.  We received a call to our support team on 11/12/2024 from Ms. **** indicating she had not received the check.  We checked with our banking provider, **********, and found the check had been returned, undeliverable.  We reached out to Ms. **** on 11/12 and notified her of the issue, and her options, to reissue the check to a new address, or convert to an ACH (same day refund) method.  On 11/19, Ms. **** requested the check be reissued to the same address previously given.  This was sent to compliance, as it is not common to reissue a check to an undeliverable address.  On 12/5 Ms. **** called back to our support team, they escalated to a supervisor and an override was conducted.  The check was reissued to the SAME address that Ms. **** provided, *****************************************************. (See attached confirmation from **********.) We notified Ms. **** of the reissue.  She emailed our support team on 12/17 and advised she had not received the check, we advised her the check is mailed directly from ********** and it typically arrives within 5 business days. Our support escalated the service ticket.  We were able to confirm with ********** that again, the check was returned, undeliverable. We again recommended she utilize the self-service refund tools through her account page, On 12/27 Ms. **** reached out via email with a complaint that we were not able to issue her refund within the required 45 days, which was not true. The legal requirement states that a refund must be "mailed" to the last know address or provided forwarding address within the 45 days, which we did, multiple times. Ms. **** asked if she could go by the community and pickup the check, so, we again reissued the refund check, updating the address to the residents prior apartment communities main office. We issued the check on Jan 3rd, with an expected delivery of 1/10/2025.  We advised Ms. **** of the mailed refund check. We anticipate the apartment community will receive the check within the next 2-3 business days and Ms. **** will be notified to pick it up. 

  As you can see from the attached ****** review, we have a very high standard and rarely receive refund checks back returned. We believe we have acted and operated above common standards in business and taken every opportunity to assist Ms. **** in her refund needs. 

   

  Sincerely, 

   

  ******* ******

  CEO / Found 

  DepositCloud

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22736029
  
  I am rejecting this response because:
  

  1. No one from DepositCloud ever checked in on me to ensure I received my check and in fact, all of the correspondences were initiated by me. In fact, the second check was not sent until I sent several emails after which *** from Deposit Cloud indicated they had mistakenly never sent me an email

  3. All other mechanisms other than snail mail check or direct deposit charge a fee for service (see attached email for screenshot of email from *** on Dec 27) and I don't want to pay a fee to get my money back
  

  3. I will not share my bank account details because Deposit Cloud will not guarantee my details are secure (see attached terms and conditions to use their direct deposit service). I have never signed up to work with Deposit Cloud to receive my security deposit back, and in fact, the Rockville Tenant *** that I talked to was surprised Fenestra had farmed out security deposit refunds to a third party (see attached email).

  4. My mailing address is not an issue since I am able to receive mail from other service providers (e.g., electric, insurance, etc.) as well as packages, and it's not my job to figure out why ******************** cannot get a check delivered. I requested that Deposit Cloud verify that their bank is sending to the correct address, and Deposit Cloud told me they could not do that because they were using a third party to send the check (see attached emails from me to *** on Dec 20 and his ***ly on Dec 27)
  

  5. I have contacted a Housing and Landlord-Tenant Specialist at *********'s *********************************************** and have been advised that since Fenestra has been unable to deliver my check by 45 days, I can file a complaint and a court claim to receive up to 3x the amount due to me (see attached email, Jan 8 email from ****** ********), so unless ****** does not understand local laws, Deposit Cloud is incorrect to say that I cannot make a complaint because a check only has to be sent within 45 days.
  

  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 01/22/2025

  I called Fenestra and they have not received a check from Deposit Cloud that I can pick up, so I have not received my security deposit refund.

  Business Response

  Date: 02/06/2025

  We contacted the previous manger and they had indeed received the check.  We are presently awaiting confirmation the check was picked up by the former resident.  

• Initial Complaint

  Date:03/17/2023

  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.

  The customer services continue harrassing my family claiming that a payment was due for the month of february when the payment was made. They also said that what we are paying is less than what we are supposed to be paying, but in their page that the only option it show. It seems that they want to get pay more than what was actually owe.

  Business Response

  Date: 03/18/2023

  Good day,

  Thank you for the opportunity to respond to the claim. First an foremost, we are not a collection company. We are a public benefit corporation that is helping to support pandemic related rent repayment for apartment communities.  The agreement, entered into between the consumer and their apartment community is not ours, nor under our ability to alter.  We are merely the payment plan system of record and support the agreement terms and payment plan processing. 
  

  While the consumer is correct that they indeed processed a payment for the agreed payment plan amount in February, (on 2/12/2023), as shown in the attachment the consumer provided. However, they did not provide the additional information that the payment was returned by their bank as NSF on 2/14/2023. As a courtesy, we always send an email and follow up with a phone call to let the customers know, in case they did not get notification from their bank. Additionally, they had entered into a new agreement, (see attachment) with a new payment amount with the first payment due in January, in the amount of $527.88.  The payment amount made in January (see attachment) was for the lower, previous payment plan amount of, $297.73. This was the discrepancy the customer service agent was attempting to relay, and rectify. They were short on the January payment, which could terminate the payment plan agreement. Due to the terms of their agreement with the apartment community which states, if they fail to make the timely payments, it could terminate the payment plan and the apartment community can pursue other remedies, including eviction.

  We do not want this to happen, so we try to help everyone in a timely manner. As you can see from the attached contact records, we only contacted the consumer twice, hoping to resolve the situation. We do not wish them to have the payment plan terminated by the apartment complex as they will not extend any additional offers of payment plans to our knowledge. 

  I hope this in some way helps the consumer better understand the situation and the intention of our company to try and help them as much as possible. The consumer currently is past due on the account, a total of $911.79. The client reviews our system reports on a recurring basis, we have no way to prevent or discourage any action from the apartment community to terminate an account. So there is of course some urgency for the consumer to rectify if they indeed wish to maintain the payment plan, and/or stay in the apartment.

  We look forward to continuing to help this consumer and it is our best wish that we may resolve this situation in a timely manner, in line with the consumers agreement with the apartment community. They may contact our customer service team at, ************************ or call, ************.

  Regards,

  *************************

  Customer Service Supervisor

  ************