ComplaintsforRently.com

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rently.com is supposed to be a website that you are trusting them through Plaid and they are saying this is secure and I am not secure. They are scamming people.I would like a refund.

  

  Business response

  04/02/2024

  Hello - 

  Thanks for your input.

  After reviewing you account, we do not see instances in which your account *** have been paused due to insecure activity. With that being said, we would be glad to review any additional detail you *** have. Please provide a screenshot, error message or more detail, if available, to ****************************** and we will look at your account further. 

  A partial refund has been issued at this time. We unfortunately cannot provide a full refund as there were a handful of successful tours after February 5, 2024 (payment date). 

  To learn more on Rently's safety, security and scam prevention actions, feel free to review a few of our blogs: 

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

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

  Kindly, 

  Team Rently

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I created a Rently account back in 2022 and used it for a home tour but ended up living with a family member, so I didn't need to rent. Now I am in the process of renting and looking to tour but Rently has locked my account and no agent is able to unlock it, neither does their advice to contact the property management companies has proven helpful. Furthermore, it says my account was locked due to verification issue but there is no provision for me to reverify. I then closed my account and created a new one but automatically got the same message once I verified my ID, so now I am at a loss for what the issue really is. I have contacted support via chat and calls multiple times in the past week but no resolution.@Rently, please find a way to make this process easy for us to tour homes/apartments, as our livelihoods depends on this. We are already paying a fee just to be able to tour these homes. Thank you!

  

  Business response

  03/22/2024

  Hello - 

  Thanks for sharing your experience using Rently. 

  We've sent an email your way to share a bit more on the account pause and outline a pathway forward. In the meantime, we've issued a refund. 

  Please note, many property managers offer agent led tours, booked through Rently, as well! This is often a great option in lieu of self guided tours whether temporarily or indefinitely. 

  Kindly, 

  Team Rently

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I used Rently for many years and was able to find two rental properties over the course of years. It was my go-to app to look for homes and my recommendation to everyone I knew who were looking to move. However, after paying for more viewing credits, my account was suddenly on hold for security reasons. I am unaware of what I did wrong. I spoke with customer service a few times for them to tell me, there is nothing they can do to take the hold off and that they could not tell me why it was blocked. I honestly feel betrayed by them. I am now trying to relocate to ********** with my family and still, my account is blocked. I am regretting telling many people to use rently because this too may happen to them. Im sad.

  

  Business response

  03/22/2024

  Hello -
  
  We sincerely apologize for the inconvenience when using the SGT *** recently. Your satisfaction is important to Rently. 

  To support our ***, Rently utilizes automated software in certain instances. In this instance, our software indicated you have two accounts and flagged both to ensure Renter security and authenticity. After manual review, the pause has been lifted on your account. Please log into your account and ensure you do not create another account. If you've forgotten your password, please proceed with the 'Forgot Password' pathway. 

  Wishing you all the best in your home search! We sure hope you'll continue to recommend Rently to others. Should you have further questions, please contact ****************************** directly. 

  Kindly, 

  Team Rently

  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using Rently for a while. Well after I paid the $4.99 to tour homes unlimited now all of a sudden my account is paused. My days are going to waste because I cant tour the homes I want. I have 29 days left to tour and three weeks to move and you guys keep giving me the runaround. Call Rently and they say to call the property manager. Call the property manager. The property manager says to call Rently. Im starting to think Rently is a big ole scam. I have seen other complaints that seem to be the same issue I am experiencing

  

  Business response

  03/19/2024

  Hello - 

  Thank you for bringing this situation to our attention. We are sorry to hear of the frustration especially after initial successful usage.

  After reviewing you account, we can confirm two unique property management companies placed a pause on your account. Each of these companies set their own security and self guided tour criteria within the Rently platform. As such, you entered a flow with both of these companies. Both companies are aware of your situation and request you contact them directly. To support your outreach efforts, Team Rently will send an email via ****************************** to get you connected with the right folks at each of the property management companies. In the meantime, we have refunded the $4.99 to your account. 

  We appreciate your understanding and look forward to supporting your communication with the appropriate property management entities. 

  Kindly, 

  Team Rently

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for an application. I never received any response. No nothing. I'm upset because I feel that I got scammed.

  

  Business response

  03/06/2024

  Hello - 

  We are sorry to hear the communication loop was not closed by the property management company after you applied. 

  Please note, Rently is not the property manager. Similar to Amazon being a marketplace which allows sellers to provide their product, Rently does the same for property management companies. As such, follow up on the status of your application is best directed at the property management company. 

  We hope this provides clarity! If the property management company is unresponsive, please contact ****************************** and we will do our best to support your outreach efforts. 

  Kindly, 

  Team Rently

  Customer response

  03/06/2024

   
  Complaint: 21392100
  
  I am rejecting this response because: it is listed on your site. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/18/2024

  Hello - 

  Unfortunately Rently does not have access to the status of your individual application. We would be glad to help you connect with the property manager associated with the home. Please send the address of the home you applied to and we will do out best to contact the management team on your behalf - ******************************.

  Kindly, 

  Team Rently

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used Rently for a few years now and never had an issue until a few months ago. I paid for unlimited views and after the 6th scheduled tour, my account was closed. I called and called and spoke to several reps who kept telling me it would adjusted in 48 hours. I talked to several reps sent several emails and never received my refund or my account unlocked. There was never any suspicious activity on my end. What happened is that when trying to set up a tour of one of the properties, I fat-fingered and hit the wrong button. Rently kept telling me to call the property management and the management said they had nothing to do with it. It is all controlled by Rently, I was given the runaround and even spoke to 3 supervisors who promised to keep me informed and escalate the matter. After several attempts, I gave up. Only to find out that it still has not been taken care of. I was advised to open another account with a different number, but why? Isn't that "suspicious activity." I paid for unlimited and never got it or my money back. Rently was instrumental in me finding a home but I do not like this deceptive tactic of taking my money and then saying or alleging I did something wrong but never could tell me that wrong,

  

  Business response

  02/20/2024

  Hello - 

  We sincerely apologize for the inconvenience when using the Rently's SGT offering recently. Your feedback on our Renter Support team was helpful for us as well. 

  After looking at your accounts and all detail provided, an email was sent on 2/20/2024 outlining a pathway forward to include resuming touring and appropriate refunds. 

  Wishing you all the best in your home search! Should you run into further issues (we sure hope not!), please contact ****************************** directly. 

  Kindly, 

  Team Rently 

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened an account 1 year ago with Rently when needing to relocate and wanted to look at homes they had listed. I have not used the account in 10 months, as I found a place to rent. I am now looking to relocate and tried to *********** that was listed by Rently. When I signed in to ask for a code to view the home, I got an error that my account had been locked for suspicious activity and was told to contact their security ***** I placed a call to rently and was told I tried to access a home when I wasnt near the property. I told the lady that I was at the property and had been at the property when I tried to get a code. She told me she was unable to correct the error and give me access and that it would take 5 days for their security **** to fix the error. 1 week went by and I hadn't heard from them still. I saw another property to view and tried again to schedule a tour and got the same error that my account was locked. I again contacted rently and the man said he would try to fix it but he came back and said he was unable to figure out why it was locked and he could not unlock it. He told me to contact the property owner to find another way to view the property. I contact "progress rentals" and was told the only way I could view their property was to use Rently. I explained the issue and the *********************** told me that this is a constant problem they face with rently, but that I still had to use Rently. I called rently again and spoke to the supervisor, ********, and was told that he could not lift the "pause" on my account and told me it had been in place for 10 months. He stated there was "not a single person on this earth" that could correct an account after a pause had been placed. He said I would need to have a family member create a new account and go to view the properties. My nearest family member lives a few hundred miles away. Upon looking at reviews, this is the #1 complaint against this company. I now have no way to view these rentals.

  

  Business response

  02/22/2024

  Hello - 

  We are sorry to hear Rently's SGT and Renter Support experience were frustrating instances. 

  To support our app, Rently utilizes automated software in certain instances. We recognize the automated systems we employ to help manage these efforts dont always get it right. After reviewing your account, our software, Renter Support interactions, and all additional details, we have lifted the pause associated with your account.

  Further, we apologize for the frustrating experience you had with our Renter Support team. Please know your Renter Support feedback has been noted as we continually aim to elevate renter user experience. 

  Thank you for bringing this case to our attention. Should you need additional support, please contact ****************************** directly. 

  Kindly, 

  Team Rently

  
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The homes listed on Rently app all have low credit score acceptance of 500 for minimum score, upon applying I was denied due to my credit score not being 615 or higher. I would never have applied if Id known the minimum credit score was 615, as the app says minimum credit score of 500. This is false advertisement.

  

  Business response

  02/15/2024

  Hello - 

  We are sorry to hear of the frustration when applying to a home you desire. 

  For context, Rently serves as a marketplace by which Pathlight Leasing may offer their homes. Similar to Amazon being a marketplace which allows sellers to provide their product, Rently does the same for clients such as Pathlight Leasing (including the *************** home you toured). As such, all fillable data, including rental requirements, are posted and updated by the property manager (in this case Pathlight Leasing). 

  Based on the information above, we recommend reaching out to the email provided within your screenshot indicating the rental requirements are misaligned. In the meantime, our Client Support team will do the same. 
  
  We sure hope this provides clarity and wish you all the best during your continued home search. Should you need additional support or are unable to get ahold of the Pathlight Leasing agent, please contact ****************************** directly. 

  Kindly, 

  Team Rently

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My *********** decided to pay **** for an unlimited subscription for 60 days to tour houses. At first the app was really easy to use; however, I was blocked from touring homes & was prompted to call customer service. I did exactly that and my issue still was not resolved. I noticed that the more houses I scheduled to tour, the more issues I had booking houses. Many times houses wouldnt show up unless I entered in a specific address. Later, I attempted to schedule tours to see houses and was prompted to enter in additional security information. When I did this, I was taken to a page requesting **** for 30 days. I tried to bypass this but there was no option to do so so I called customer service. I explained to them that I paid **** for unlimited tours for 60 days & still had 44 days left. The rep told me I had to pay the **** and there was no way around it. Furious, I requested a refund. I was told it would be refunded in 3-5 business days. I will check back to make sure I receive this. I will never use rently again as I feel scammed out of what I paid for.

  

  Business response

  02/09/2024

  Hello - 
  We are sorry to hear of the unexpected upcharge and frustrating experience when using the Rently Self Guided ****************** recently.
  
  Our team is taking a further look at why you are unable to navigate around the current upgrade prompt. We will be sure to share any findings as soon as we can. In the meantime, we hope you'll take advantage of the Agent Led touring option. 
  
  I can confirm, the full $4.99 amount has been refunded. You should see this refund within your account in the coming days.
  
  Thank you for your patience as we look into this matter.
  
  Kindly, 
  Team Rently

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attempted entry to property with Rently lockbox. Account has unlimited views for 60 days. Rently required extra purchase of lower duration for access to property. Support agent informed me that it was policy, and they could neither adjust the account or refund previous payment.

  

  Business response

  02/09/2024

  Hello - 

  We are sorry to hear of the frustrating process when using the Rently Self Guided ****************** recently.

  After looking into your account further, we went ahead and issued a refund. We apologize and recognize the agent should've offered this option when on the phone with you. The full $4.99 amount has been refunded. You should see this refund within your account in 3-7 business days.

  Our team is taking a further look at why some properties are unavailable to view and others remain viewable. We will be sure to share any findings as soon as we can. Thank you for your patience as we look into this matter.

  Kindly, 

  Team Rently

*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. ↩