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:11/06/2025

  Type:Customer Service 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 created an account on 10/23, was using my work phone in which I forgot there is a work VPN that protects our company data. Successfully submitted my verification with my license and my selfie. I went to book my first tour and I was told that my account was paused. I called their customer service and was told after looking into it, I would need to contact their Security email for further assistance. I explained the situation in the email that I had deactivated my work VPN and it was an honest mistake as I am looking to use this service to find a new place to live. Security emailed me back the next morning and told me there was nothing they could do to assist me and that I would no longer be able to use Rently. I called again, explained the situation, was put on hold, and they told me again that I was basically banned from the service after having never even had the chance to use it. The Security email said to respond to them with any further issues or questions, I have sent two follow up emails and they refuse to reply.All I want to do is use this service and pay them for it so I can access housing that does not offer tours on the weekend or outside of my normal 8a-5pm working hours.Very disappointing and do not understand why their customer service is unable to help me in this situation when I have not misused their service or application.

  

  Business Response

  Date: 11/10/2025

  Hello *******, 

  Were truly sorry for the frustration this situation has caused and completely understand how disappointing it must feel, especially when you were simply trying to find a new home. When your account was created, our system detected VPN activity, which automatically triggered a restriction under our fraud-prevention policy. Because Rently self-tours provide direct access to real properties, these protections are critical for renter and property safety. While we recognize your VPN use was unintentional, our Security team is unable to reverse restrictions once finalized. Weve shared your feedback internally to help improve how similar cases are reviewed in the future. For any follow-up or confirmation, please contact ********************************* or ********************************* referencing your case number.

  Respectfully, 

  The Rently Team

• Initial Complaint

  Date:11/06/2025

  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 sent an appointment to do a viewing on a home when I arrived. I paid for the viewing, and when I tried to schedule it, it would not let me The house was now off the market. I called Renley for a refund of the $4.99 and was disrespected The agents were rude and when I asked for a supervisor they transferred me around. They did have ****** call me back who was professional **** do appreciate however these representatives are allowed to carry on like this because its a contracted third-party call center and no one cares how theyre treating customers of rent. I will continue to make complaints wherever is appropriate whether it be FTCFCC whatever I will also try to reach out to corporatecenter myself because some kind of accountability needs to be held on this call center to allow these people to treat your customers as such is trulyunprofessional the supposed supervisor ****** promised me that I would get a refund, but this goes beyond a refund and its not even about money. These Billionaire companies are allowed to treat people however they want and it needs to stop.

  

  Business Response

  Date: 11/13/2025

  Hello, 

  We appreciate the opportunity to address this concern and apologize for the frustration experienced. After review, the home was removed from the market by the property manager shortly after the viewing fee was paid, which prevented the tour from being scheduled. A full refund of $4.99 has already been issued as confirmed by our supervisor, ******.

  Were glad the customer had a positive experience with ****** and regret that earlier interactions did not reflect the level of professionalism we expect. We are reviewing the call for coaching to ensure a better experience in the future.

  To clarify, Rently provides the self-touring technology used by property management companies but does not list, manage, or control the availability or removal of any homes from the rental market. We remain committed to supporting a respectful, transparent, and reliable experience for all renters and partners.
  

  Respectfully,
  Rently *********************start="1116" data-end="1119">********************************************************

• Initial Complaint

  Date:10/28/2025

  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.

  Trying to schedule a self guided tour through both the website and the app and neither will accept my ***** I've verified there's money in the account and tested the card elsewhere and it works just fine.

  

  Business Response

  Date: 11/05/2025

  Hello *******, 

  We are sorry that you are facing issues with scheduling a tour. Please reach out to ******************************** and cc ********************************** We will be happy to look into any issue you are facing with your card. 

  Kind regards, 

  The Rently Team

   

   

  
  

• Initial Complaint

  Date:08/18/2025

  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.

  In March of 2025, I signed up for Rently as a client of mine ( I am a Realtor) requested to tour and view several properties listed on the website. As soon as I created an account, I was locked out for some reason. I immediately called their support number and they advised me to e-mail ********************************** My initial request was submitted 3/9/2025. I did not receive a response stating that they received my request, were working on it -- nothing. I sent another email to follow up. I received response on 3/12/2025 advising to allow them time to work on or fix the issue. After this I did not receive a response back until 3/26/25 - a full THREE WEEKS after I initially contacted them. On 3/28/25 I try to access the account again and it is STILL LOCKED. I sent a screenshot supporting this. After reaching out to them to let them know my account was still locked, they chose to stop responding to me. My issue was never addressed, never fixed. Today 8/12/2025, I have another client requesting to view a property through Rently. My account is still locked. In addition to working as a realtor, I am also an IT Specialist. I know that issues of this nature should never take this long to resolve and it is also bad customer service to completely ignore your consumers that are trying to utilize your service. I have had to turn down numerous clients who have approached me regarding viewing homes on this site simply because I do not have access and no one will respond to me! This looks horrible and extremely unprofessional on my end. Rethink and rehire who you have working in your tech department especially if they cannot communicate effectively, respond to e-mails or accurately resolve technical issues. At this point any client who approaches me regarding Rently or any home listed with them I advise to avoid the company at all costs. It's not worth it!

  

  Business Response

  Date: 08/22/2025

  Hello, 

  Upon review, we see that there was an automatic security pause that prevented providing access to the requested homes. 

  Our team should have responded quickly to this issue. For that we apologize. We have discussed this shortfall with our teams's managers for correction. 

  One of our managers, attempted to contact ****** via phone yesterday and followed up with an email.  

  We are more than happy to discuss a remedy to this. ****** can reach out to the email sent yesterday or contact me directly at *********************************************************.  

  We appreciate the feedback and hope to connect soon. 

  Respectfully, 

  The Rently Team

   

   

   

• Initial Complaint

  Date:08/18/2025

  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.

  m not certain about the limitations of anything. I used a self service rental viewing app, only to later be detained by police for an alleged breaking an entering. My entire family and I were viewing the property using the app which allowed access into the apartment with 5-7 mins of being there several police arrived with finds drawn on me my wife and kids, they hand cuffed us and searched us as well as a supposed ban from the property. I showed them the house on the app, the appointment made, and the phone calls I made to the leasing agent prior to viewing. I was wrongfully treated, I have not used any other self service viewing system since this incident. I would like some sort of restitution but at the least bring this to peoples attention to prevent the police response to any other apartment seekers legally viewing a home

  

  Business Response

  Date: 08/18/2025

  Hello, 

  In order to proceed further, we would need a detailed accounting of the circumstances of you tour experience. We were unable to locate an active account and tours using your name, email or phone number. Please provide the details of the account holder who scheduled the tour in the app, the name of the person you spoke with at the property management company and screenshots of messages that you may have had. Once we have these details, we can partner with the property manager to understand what led to the outcome you are reporting. Please send these details to ******************************** and cc ********************************** After we receive this information, we will be happy to discuss a refund with. 

  Looking forward to your reply, 

   

  The Rently Team

• Initial Complaint

  Date:04/23/2025

  Type:Customer Service 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 am filing a formal complaint against Rently due to an ongoing issue with their app that has persisted for several weeks. Despite numerous attempts to seek assistance from Rentlys customer support, they have consistently failed to resolve the problem or acknowledge that the issue stems from their end rather than mine.Each time I contact customer service, I am guided through the same repetitive troubleshooting steps, none of which resolve the issue. I am then assured that the matter will be escalated and that I will receive follow-up assistanceyet no follow-up ever occurs.The specific issue I am facing is an inability to log into the Rently app. When I attempt to sign in, I receive an error message stating that my account is paused for verification. However, multiple Rently representatives have confirmed that my account is not paused. Furthermore, I can successfully log in via the mobile website without issue, which further proves that my account is fully active. Despite this, the app continues to deny access.Furthermore, I do not want to use the mobile websiteI expect the app to work. The mobile website is not an acceptable substitute, and I should not be forced to rely on it due to Rentlys team's failure to ensure the app functions properly. While scheduling home tours does work through the mobile website, completing these tours is ONLY possible via ****** Chrome, not Safari, forcing me to download a separate browser I do not wish to use.This issue has persisted for weeks, and I have spoken with over a dozen Rently representatives via phone and online chat. Unfortunately, no one has been able to provide a resolution, as they refuse to acknowledge that the problem is on their end.I am requesting that Rently take immediate action to investigate and resolve this issue. Their failure to address the matter has caused undue frustration and inconvenience. I urge the BBB to review this complaint and take the appropriate steps to hold Rently accountable.

  

  Business Response

  Date: 04/25/2025

  Good afternoon, 
  The original intaking agent provided the correct troubleshooting steps which should have resolved the issue, however a flaw in the app  prevented the steps from successfully resetting Erins access. While the intaking team did submit a case, there was a failure to communicate to the customer what steps were being taken to resolve her issue. Upon receiving an email requesting follow up from **** last Saturday, we took the steps below. 

  
  Upon review, the following steps have been taken: 

  
  1. Erins case was reassigned to a Technical Escalation specialist from the original support agents
  2. The Escalation specialist took over the communication with the Engineering team
  3. The Director of the technical support team escalated the case to the relevant department heads to ensure fast resolution. 
  4. The Escalation Specialist followed up and kept in communication with ****
  5. A temporary fix was implemented and the Escalation specialist communicated this directly to Erin 
  6. **** should now be able to tour properties through the app without issue 
  7. The Escalation specialist informed **** that she could now tour and my understanding is that **** was happy with the update to her case. 
  8. The permanent solution is in progress and should prevent an issue moving forward. 
  9. The Technical team will be working with the Renter support team to ensure that an improved process is implemented. We want to ensure that Renters receive quick responses and updates to their issues until resolved.  
  10. We will also implemented additional training for our Renter support managers to ensure that agents are following these processes effectively.  
  11. I will also be providing a credit of the touring fee back to **** for the difficulties she faced. 

  
  We will continue to use these moments to improve our product, processes and communication. We want to provide our users with the best experience possible, every time.
  Kind regards, 
  The Rently Team
  
  

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  On 3/12/2025 I registered on Rently website to view a property for rent @ ***********************************. I was unsuccessful in accessing the property. I called the helpdesk immediately while at the property. The customer service **** stated the reason why I was unsuccessful because of my phone was not an iphone and instructed me to contact the realtor who which did not return my phone for 4 days after I made 2 phone calls & left voice messages. Gave me the option of viewing the property using another option instead of using rently which I had already paid the fee. I never viewed the property instead I called rently and requested a refund & to cancel the service. And was told the refund will with 5-7 business day. Current to date the account was not cancelled & I never received the refund. I was told my bank to contact my bank & because it's a credit union account they are unable to provide a refund. I new that answer was not correct because I have merchants process credit /refunds to my card in the past without issue. The answer did not make no sense to me because rently received the funds. This place is very unprofessional and everytime you call and speak with someone you get a different answer.

  

  Business Response

  Date: 04/09/2025

  Good morning,

  Upon review, we identified the issue related to this interaction and have taken the following actions. 

  1. Re-issued the refund (Transaction id is ************.

  2. Pulled the newly hired agent from support channels for re-training.

  3. Reported the tour failure to our engineering team for review to identify the core issue.

  4. Cancelled the account as requested. (This may take up to 24 hours to reflect.).

  5. Implementing additional quality assurance checks to ensure all agents are communicating our processes and procedures correctly and consistently. 

  We apologize for any frustration or confusion caused by this interaction. We strive to help every renter find their ideal property. This is not a typical interaction, but not one we want to excuse by any means. We hope our actions help prevent situations like this in the future. 

  Sincerely, 

  The Rently Team

   

   

• Initial Complaint

  Date:03/24/2025

  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.

  I purchased a subscription a on Rently that would allow me to several requests to view homes across my area. Today, I was blocked from touring a home on my first attempt . I was told by customer service that the account would be unpaused but then I received an email that I would continue to be banned. This was my first attempt to tour a home so I have no idea why I would have been banned.

  

  Business Response

  Date: 03/25/2025

  Hello, 

  As it relates to this complaint, the ban is based on security criteria provided by individual property management companies. In this case the scoring was slightly over the property manager's criteria which triggered an automatic security ban. The agent that the customer spoke with did try to remove the ban, but because the scoring was over the limit the ban was later automatically pushed back. This security ban would only affect the homes managed by this one property manager and the customer would still be able to view any other homes listed by Rently. 

  Typically the process would be for the prospect to reach directly out to the ** for a guided showing as Rently cannot typically remove ** bans. With scores that are just marginally over we can make a judgement call, which we did in this case. 

  We were able to override the ban and refunded the touring service fee. I spoke with ******* on the phone, explained the situation and the remedy, so she can continue viewing these homes at no cost. 

  We are always continuing to work with the property managers who have this additional criteria, on improvements to make the customer journey more seamless. 

  We understand the frustation and confusion that this can cause and are working towards a lasting solution. Feel free to contact me with any further questions. 

  Kind Regards, 

  ******** *****, Director, Customer Support at **********************

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a subscription account on ******. This account was supposed to allow me to view homes across my area. Recently, I was blocked fromseeing first key homes on their platform. I was told by customer service that the account would be unpause by someone in 24 hours, and that has yet to happen.

  

  Business Response

  Date: 02/05/2025

  Hello - 

  We are sorry to hear of the recent pause to your account. After thorough review, we were able to remove appropriate pauses from your account.

  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. In this instance, our system auto flagged inconsistent IP addresses. 

  Thank you for your patience and understanding in this matter. Wishing you all the best in your home search!

  Should you have additional issues, please contact ******************************* directly. 

  Kindly, 

  Team Rently

• 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.

  In June 2022 I moved into a new build home that came with keypad door locks which I later found was hosted by Rently. Upon reaching the 1 year **** in June 2023 I found that the rental service was no longer included and that I would have to continue with a monthly fee of $31.98. It was never explained to me that my doors would still work without paying the monthly fee. After being locked out of my home several times (due to weather related electricity outages) I decided to change the locks to keyed locks. In January 2024 I sent a request for immediate cancellation of Rentlys service effective immediately email communication was the only thing provided. It is not January 2025 and Rently is still charging me for the service that I no longer use or want. I have tried several times to reach someone and never receive a response. They do not provide a customer service number and email is the only option available. I believe this company is not engaging in ethical practices and I just want the service canceled and monies refunded to me that they are now illegally debiting from my account.

  

  Business Response

  Date: 01/29/2025

  Hello - 

  Thank you for your feedback. We apologize that our team left gaps in our communication. 

  Your case has been prioritized this week and a refund is on its way. Your CSM should've shared the status of the check, but for good measure ****************************** has shared the details again to the email you provided.

  Thank you for your patience in this matter. 

  Kindly, 

  Team Rently