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:07/17/2025

  Type:Order 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  My name is ****** from the Retention Team, and I am writing to provide clarification regarding the recent closeout email you received which included a $200 termination fee.
  
  
  Please accept our sincere apologies for any confusion this may have caused. Kindly disregard the recent email, as it was sent in error. I have attached a copy of the updated closeout email, which confirms that you have no outstanding invoices or unpaid fees with Doorstead, and does not include the $200 termination charge.

  and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ******

  ltiple platforms, it may take a few days for all syndicated listings to be fully removed.Keys: Access keys will be left in the lockbox on site and all remaining keys will be left in a kitchen drawer. Your key information is Owner's Possession.Maintenance: If Doorstead was managing any recurring maintenance for your property (i.e. landscaping, pest control, etc.), we have canceled those services.Tenant Security Deposit: If Doorstead is holding the tenants security deposit, weve started the process of releasing that to you. You can anticipate receiving it in your account on file within 3-5 business days.Outstanding Fees:Early Contract Termination Fee: 200 Outstanding Vendor Invoices: 200 We appreciate your business. Please feel free to keep our contact information and don't ever hesitate to reach out if we can be of service to you in the future.Doorstead CA DRE# ******** | WA DRE# ******** I never even finished signing. What are these charges for?

  Business Response

  Date: 07/18/2025

  Hello ********,

  I'm seeing you fully signed a contract with Doorstead July 10th at 7:28am. Please see attachments. ****** from our Retention team will reach out to you by *** today to discuss your concerns.

  Thank you,

  Doorstead Support

• Initial Complaint

  Date:06/24/2025

  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.

  This is a new complaint. Upon seeing my property that was managed by Doorstead to the condition of the apartment by the prior tenant, Doorstead repair people remove and destroyed property without my authorization. Specially, a custom designed bookcase and custom made security class covering the windows. The will not provide invoices for work that I have had to pay, the name of vendors, details of work performed. The have sent messages of working on the problem which is not accurate.

  Business Response

  Date: 06/25/2025

  Hello Mr. Fraumeni,

  All vendor invoices with vendor details are available in your owner portal. 

  Can you you please email Doorstead Support at ********************************** and include why you think Doorstead removed the bookshelf and safety glass? We are happy to look into this but need additional details.

  Best,

  Doorstead Support

• Initial Complaint

  Date:06/20/2025

  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 rented my apartment to a tenant using Doorstead while I was out of the country. I have submitted this complaint earlier and Doorstead said they were working on resolving the issue and have failed to do so. They ceased communicating with me saying I was negotiating with the tenant. Neither I nor my tenant are aware of any negotiating between us. I am still assessing the economic loss of having used Doorstead but I am focusing on reimbursement for the physical damage done to my apartment, reimbursement for the removal of a custom designed bookcase broken down and removed from the apartment without notification or authorization, and being charges for repairs that should have been approved and paid for by the *** per the CC&R which they were given. I confirmed the state of the apartment from the prior tenant to confirm the condition when Doorstead took over management responsibilities. Fortunately, the current tenant has photos of the damage caused but Doorsteads attempt to repair tile damage which still has not been completely repaired. As a condo owner I was assessed costs that should have been submitted to the *** for payment review in accordance with California law. Service providers, names and contact information were never provided so I could follow up with those workers who attempted to repair the damage tile damage.. Repeated inquiries to Doorstead from overseas to find resolutions to problems were met with polite automated messages leading to further delays and no resolution. I used Doorstead to manage my apartment for one year while out of the country, never expecting to return to a situation of economic loss, unresolved issues, and destruction of my property. In effect, I lost control of my property when I signed my contract with Doorstead.

  Business Response

  Date: 06/27/2025

  Dear Mr. *************** understand your concerns and would like to provide a detailed response and clarification on the issues raised:
  
  1. Repair Invoices and Communication
  All invoices related to repairs conducted during your contract with Doorstead areand have always beenavailable in your Owner Portal, along with cash flow and accrual reports. Additionally, on March 31, 2025, our team member ****** emailed you a complete breakdown of requested invoices and the vendor details (see attached Screenshot 1). This documentation has been shared multiple times.
  
  2. Shower Tile Repairs
  The shower tile work was necessary following the cartridge replacement, as the wall had to be opened to access plumbing. While there was no functional issue post-repair, there was an aesthetic mismatch in the tile. Once this was brought to our attention, we had the vendor return to adjust the work at no additional cost to you. The final result falls within reasonable standards for a rental unit (see attached Images 1 & 2).
  
  3. HOA Repair Costs
  If you believe your HOA should reimburse you for any repairs completed, we encourage you to pursue that directly with them. As a management company, we do not coordinate or invoice HOAs, and this is clearly outlined as the owner's responsibility. We notified you of the shower cartridge issue on May 25, 2024, followed by another email on May 27, and a voicemail on May 28. You did not respond. The repair was not initiated until June 5, 2024, allowing ample time for you to intervene or notify your HOA.
  According to your signed ******************* Agreement (PMA), dated March 16, 2024 (see attached Screenshot 2), we are authorized to move forward with necessary repairs when owners do not respond within 48 hoursespecially in situations affecting habitability, such as the only working shower in the unit.
  
  4. Missing Bookshelf
  As previously mentioned, we are happy to investigate this further. However, we need more information. Please email ********************************** and address the email to **** ****, including:
  A description or photo of the missing bookshelf
  
  -Which room it was located in
  -Any reason you believe Doorstead removed it rather than the tenant
  

  We have no record of authorizing or performing the removal of a custom bookcase, and this information is necessary for further internal review.
  
  5. Customer Communication
  We acknowledge your frustration and sincerely regret if our responses while you were overseas felt delayed or automated. We strive to maintain clear and timely communication. All actions taken were consistent with the *** terms you agreed to, and were documented and accessible in your portal.
  
  Conclusion
  We managed your unit according to the terms you signed and acted within the bounds of our agreement, especially concerning necessary repairs and unresponsive periods. You remain welcome to contact us with any unresolved issues, particularly regarding the bookshelf, and we will continue to cooperate in good faith to provide closure.
  Sincerely,
  Doorstead Support Team
  
  

  
  

• Initial Complaint

  Date:06/20/2025

  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.

  Had turnover renovations that was owner responsible. I put down a 5k deposit to cover the expenses they took out the difference and then reimbursed the rest. They did not remove the charge for the renovations amounting to 5k and are withholding the rent payment which is weeks late as they sort it out. Support has not responded in a week and has been grossly incompetent at resolving what should be a simple issue. On top of that they are consistently late with their communications to tenants and missed many issues in the move out checklist which (surprise) led to more owner responsible repairs. Would absolutely not recommend them at all and will be moving away from them.

  Business Response

  Date: 06/23/2025

  Hi *****,

  
  Support expedited the deposit issue with our Payments team and they were able to remove the duplicate charge for the deposit on your account. Your payment is being initiated as of today and you should expect it in 1-3 business days. ******** will be in touch regarding the details.
  Please don't hesitate to reach out with other questions.

  
  Best,
  Doorstead Support

• Initial Complaint

  Date:06/03/2025

  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.

  Doorstead, Inc. - Operates Nationwide, headquarters listed in *************. They are an online rental management company. They posted a listing on Zillow, Trulia, Craigs List, and ************** using an address of a home I own in **********, *******. They took pictures from a prior listing I had on these sites months ago and posted a new ad, claiming they are the rightful company trying to rent my home. The home is not for rent and I have never heard of this company. They do not answer any of the phone numbers listed within the various ads. You get an immediate text response telling you to text your issue to them. I texted and told them I was interested in the property listed and wanted to view it. Never heard back. I want these scammers to be known by the public!

  Business Response

  Date: 06/04/2025

  The complainant didn't leave a property address or email address to respond to so we can't verify their claims or come to a resolution.
  
  The property shown in the screenshots was flagged as fraud by our team internally, May 31st 2025 and the listing was removed, see included image showing property as 'off-market'. We have since begun an internal fraud investigation process and are requiring the 'owner' to provide additional documentation.

  Please reach out to ********************************** if you have additional questions or concerns we can assist with. 

• Initial Complaint

  Date:05/28/2025

  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.

  Complaint Summary:On May 20, 2025, I submitted a residential rental application with Doorstead, paying a total of $72.70 for application fees and what was described as a thorough application screening process, conducted on a first come, first serve basis, with clear communication about my place in line.Shortly after applying, the rental listing price was increased from $4,750/month to $5,000/montha classic bait-and-switch tacticwhile Doorstead solicited offers for the highest bid (above $5,000/month) amongst the initial group of applicants while continuing to collect applications at the original rate. Despite this unethical practice, I decided to exceed their monthly rent ask by formally submitting an offer of $5,250/month. After which no meaningful updates were provided about my application status, aside from impersonal, automated emails. For over a week, I heard nothing substantive, despite being told updates would be timely. It wasn't until I stopped receiving automated emails that I checked the original posting online and noticed that the property listing had been removed.Additionally, the credit screening process negatively affected my credit score, compounding the frustration. When I raised these concerns in a formal complaint via email, the company failed to address the issue and instead dismissed my concerns, telling me to check out other properties on their Zillow page. This response felt disingenuous and insulting, and did nothing to acknowledge or resolve the core ********* date, Doorstead has not offered any resolution or refund. The company has failed to honor its own stated process, caused financial and personal harm, and refused to take responsibility when approached directly.Desired Resolution:I am requesting a full refund of the $72.70 application fees, a correction to my credit report (if possible), and a formal acknowledgment of the misleading and unprofessional experience I endured during the application process.

  Business Response

  Date: 06/02/2025

  We apologize that you experienced frustrations during the tenant application process for the property you applied for on May 20, 2025.

  
  Throughout the process, we worked to keep applicants updated; however, we were operating on the property owner's timeline, and they required over a week to review and respond to applications. The price adjustment from $4,750 to $5,000 per month occurred after there was significant initial interest in the property, which was the owner's decision to make regarding their rental pricing.

  
  We understand your disappointment with the communication frequency, particularly after you submitted your offer of $5,250/month. The property owner ultimately controlled the selection process and timing of their final decision. When listings are removed, it typically indicates the owner has made their selection.

  
  Regarding your application fee, we will return your $72.70 and will initiate the refund process today.

  
  We appreciate your feedback as it helps us evaluate our processes for future applicants.

• Initial Complaint

  Date:04/24/2025

  Type:Sales and Advertising 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.

  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.
  
  Sincerely,
  
  ****** Boomand was informed by *** that our previous notice to vacate had been cancelled and we'd have to sign another notice to vacate for 30 days from then (5/22/25) and continue to pay rent until that date. This is not just. Our inquiry about a possible extension was not a cancellation of our signed agreement to move out. There was no response from Doorstead on the inquiry, nor did we get to the point of agreeing on new lease terms. My ask is that Doorstead honor our legally-binding notice to vacate submitted to them on 3/31/25 and schedule our move-out walkthrough ASAP - no later than our 4/30/25 move out date. We expect no rent due after 4/30/25, and a reasonable return of our security deposit pending any issues outlined in our move-out walkthrough. The email chain is attached to this complaint for reference. Thank you for your help in resolving this matter.

  Business Response

  Date: 04/25/2025

  Hello ******,

  We believe this has been amicably resolved with Doorstead honoring your first notice to vacate date. Please let me know if you have any other concerns.

  Doorstead Support

   

• Initial Complaint

  Date:04/07/2025

  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.

   
  Complaint: 23173127
  
  I am rejecting this response because:

  Doorstead response: Ultimately, having multiple vendors working onsite is not negligence or contraindicated as professional vendors can be work around each other without issue.

  My response: It is a studio apartment, this is absolutely false that they can work around each other. 
  

  Doorstead: You were given the opportunity at that time to have the responsible party correct/ pay for the floor to be fixed but you declined.

  My response: Doorstead is the responsible party  

  Doorstead: The tenant arranged with the window vendor to deliver windows on 6/14 and install 6/17-6/18, the Maintenance team wasnt involved in this conversation, it took place between the you, the tenant, and Doorstead's Tenants team. This is a miss for DS internal teams not communicating enough. But the tenant could've raised the issue since they were communicating with both vendors and were ultimately the one to set all the appointments. 

  My Response: Why is a tenant scheduling repairs and coordinating maintenance and not the MAINTENANCE TEAM?!!!  Additionally there is no way to know what team youre reaching as there is only one email address for the entire company  

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

  responded that no one could have predicted this and refused to take any responsibility for the issue. They continued to receive a management fee. The scuffing of the floor is entirely the fault of Doorstead inability to coordinate maintenance. They informed me that they put this responsibility on the tenant, who does not have expertise in the area, and is not being paid to manage the property, and should not be responsible for managing repairs.

  Business Response

  Date: 04/08/2025

  Hi *****, Our Support Manager will be reaching out to you by *** tomorrow to offer a resolution to your complaint. In the meantime, if you have further questions, please reach out to *********************************** Thank you.

  Business Response

  Date: 04/10/2025

  Original Response to owner via email 4/9/25: We take these concerns seriously and have conducted a thorough review of the specific complaints mentioned. As an organization committed to continuous improvement, we value this feedback as an opportunity to evaluate and enhance our processes.
  
  After careful investigation, we found that while some complaints highlighted areas where we can indeed improve our communication and timeline transparency, others resulted from circumstances beyond immediate control, such as parts availability and contractor scheduling challenges.
  
  Regarding the repairs completed window and kitchen flooring repairs:
  Flooring was originally scheduled for 6/15-6/16, the flooring vendor had a delay in parts, so it took place on 6/17-6/18 instead. We were not informed of this delay or schedule change until our Maintenance team checked on the status on 6/18, at that point the flooring vendor said it would be done that day.
  The tenant arranged with the window vendor to deliver windows on 6/14 and install 6/17-6/18, the Maintenance team wasnt involved in this conversation, it took place between the you, the tenant, and Doorstead's Tenants team. This is a miss for DS internal teams not communicating enough. But the tenant could've raised the issue since they were communicating with both vendors and were ultimately the one to set all the appointments. 
  Ultimately, having multiple vendors working onsite is not negligence or contraindicated as professional vendors can be work around each other without issue.
  The photo[see attached photo] provided after kitchen flooring and window repairs were completed show defects in the flooring finish, it looks like it was walked on before fully curing and was localized to the kitchen. See attached photo
  You were given the opportunity at that time to have the responsible party correct/ pay for the floor to be fixed but you declined.
  Regarding the recent MO and photo of living room floor damage.
  The photo in the living area[see attached photo] clearly shows what looks to be recurrent/repetitive damage, likely from a piece of furniture or space heater. This is not consistent with the defects in the kitchen that occurred during repairs.
  We do not know when this damage was caused or by whom. There is no Move In Condition Report on file for this property from the previous property manager who handled the move in.
  We cannot hold the tenant responsible for any condition/ tenant caused damages because your previous property manager, ****, did not complete a Move In Condition Report as required by Massachusetts law in order to deduct for any charges for tenant damages.
  
  During our research we did not find any negligence on Doorstead's part. At most we could have had better internal communications while the window and flooring repair were being coordinated. Doorstead will not be refunding for any repairs, as Doorstead is not responsible for the defects in the kitchen flooring finish, additionally, you were given the opportunity to have it corrected by the responsible vendors when it happened and declined. 
  The photo of damaged living room flooring shared with the BBB in the living room falls under owner responsibility for reasons noted above.
  
  4/9/25- Doorstead offered the owner $250 refund for not being able to manage turnover repairs due to no Move In Condition report being recorded by their previous manager ****, owner accepted, see email confirmation. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23173127
  
  I accepted the $250 as compensation for Doorsteads failure to inform me of the missing Move-In Condition Report until after collecting a $1,000 fee to manage the move-out process. I appreciate their willingness to acknowledge that particular shortcoming.
  
  However, I do not accept the full business response for the following reasons:
  
  Failure to ********************************Acquisition:
  Doorstead continues to shift blame to **** ******************* for the missing Move-In Condition Report. However, they acquired **** and, with that, assumed responsibility for all legal compliance related to the properties under ***************** Doorstead has not acknowledged its obligation to audit and rectify legal discrepancies following the acquisition.

  
  Failure to Supervise Maintenance Work:
  Doorstead outsourced repair coordination and oversight to the tenant, which is highly inappropriate and directly contributed to damage in the unitspecifically to the kitchen flooring. Despite acknowledging internal miscommunication, they have not taken responsibility for the lack of professional oversight.

  
  Failure to Recognize Physical Limitations of a Studio Apartment:
  Doorstead allowed two vendors to work concurrently in a small studio unit, despite knowing one of the jobs (floor installation) required the floors to remain untouched for proper curing. This was not a case of standard vendor overlapit was a serious oversight that led to preventable damage.
  
  Lastly, I would like to correct part of my original complaint: I mistakenly included a photo of the living room flooring, believing it was the damaged kitchen area. Doorstead has since provided the correct photo of the kitchen flooring.
  

  
  

• Initial Complaint

  Date:04/07/2025

  Type:Order 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 March 14 I was looking for a new place for rent through ****** I end up with 1213 Croydon wood ************** *****. It was Under a rental company name Doorstead The place was available I went and applied, and I got approved couple days after on March 29th at 8:27pm.I went to look at the house with one of their agents by the name of ******* ***** on Saturday March 15th at 9am when we got there the agent told me she was not able to locate the key because the landlord was away in business. I didn't think or feels like it was a scam until after the company provide me with a lease which was sign by Me the company and the landlord after signing the lease pay my deposit the company provide me with the landlord information for me to call so i can proceed on getting keys and to pay every month. after the landlord collect the rest of the money, he keeps lying about the keys I email the company many times they keep saying there are working on it they took $3700 from me and I still not getting any keys I been sleeping in the car with my 8years old because I use everything, I have to rent the place. when I do research, I find out the company provide me with wrong Landlord information which they aware of they send people 3 times to the house and the landlord told them that he was a scam they still proceed on taking people money. they have not refunded back the money or email me, but I was able to get the scammer information, and I share it with both Owner and managements at Doorstead still not getting any answers back. so please help me I don't know what else to do. I had upload files including the least and the payments I had made.

  Business Response

  Date: 04/07/2025

  Hello *******, Thank you for reaching out. As you were informed today by our Support manager, we initiated the return of your security deposit today. Because that is the only monies you paid to us, that is the only funds we are able to refund to you. You can expect the funds to be back on your account in 3-5 days. Please feel free to reach out to ********************************** if you have further questions. 

• Initial Complaint

  Date:04/05/2025

  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.

   
  Complaint: 23164631
  
  I am rejecting this response because: I want the business to contact ****** on their behalf and ask ZIllow to take down the post in addition to what they're doing. I have people coming daily to my home, how would they feel if strangers came to their home. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/07/2025

  Hi ********,

  We take fraud very seriously and have paused showings for ******************************** while we look into this. Please feel free to contact us at ********************************** so we can address your concerns.

  Business Response

  Date: 04/08/2025

  Hi ********,

  We requested all listings on all platforms including but not limited to Zillow to be removed yesterday. Sometimes they do have a delay due to syndication but you should see them all removed shortly. I just checked ******'s website and didn't see the property listed for rent. Feel free to email us at ********************************** if you continue to see the property listed as a 'Doorstead' rental. 

  Thanks,

  Doorstead Support