ComplaintsforZumper

Rental Listings

Current Alerts For This Business

Pattern of Complaint:

Zumper came to BBB’s attention in May 2017. A review of complaints was completed in May 2023. Based on BBB files this company has a pattern of complaints. Complaints on file state difficulty reaching customer service representatives when reaching out to resolve issues. BBB contacted the company, and we received a response from the business.

Zumperresponded to BBB with the following:

Zumper has a rigorous verification process that posters must complete before they can post on our site. Any posters that have suspicious aspects are required to go through even further screening before they can post.

That being said, scammers are constantly looking for new ways to get past our verification methods. If any scammer does slip through the cracks, we react immediately and remove that poster from being able to use our site in the future.

Unfortunately, the reviews on our BBB are from the few situations where a user was a victim of a cyber scam. The reviews on our BBB do not reflect the many successful renting stories that we have amassed in our 10 years of serving landlords and renters.

While Zumper takes the security and safety of our platform very seriously, it is still a good practice to look out for rental scams. Just as you are conducting any activities or transactions online, when looking for that ideal rental, it is essential to be cautious when providing personal information, financial information, or making payments to people you don’t know.

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Initial Complaint
12/31/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
dear Zumper.com Executive:i need to update my phone number from ********** to ************** since this is my newest number.i need to update it for all accounts, billing, verification, etc.my email address is: *********************************** address is: ************************************************************************************************ thank you.sincerely yours,****** ******************* advertiser /hps
Business response
01/02/2024
Hello ******,
Your phone number has been successfully updated to **************.
Please let us know if there is anything else we can do to assist.
Kind Regards,
Zumper Support
Customer response
01/02/2024
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,

***********************
Initial Complaint
12/06/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Zumper has not delete my ad. I have already deleted the ad on the website and then completely closed my account. When anyone searches my cell phone number into any search engine, it comes up with my home address. This has created a safety issue for myself. I would like the ad completely wiped.
Business response
12/12/2023
Hello *****,
Upon checking, we can confirm that you successfully deleted your account and the listing as well. The link to the property is no longer active on our site. Sometimes it can take a few weeks for ****** to remove this from their cached search results.

The good news is it should not show up for any new searches. However, if you're using the same browser that you originally searched with, a dead hyperlink may appear. To remove it from ****** search completely, you need to contact them directly: *********************************************************

Hope this information is helpful. Should you have additional questions or concerns, please let us know.
Kind Regards,
Zumper Support
Initial Complaint
11/18/2023
Complaint Type:
Billing Issues
Status:
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.
I opened account paid 30 for credit check and every time I applied somewhere they responded w not using that platform I want my money back
Business response
11/29/2023
Hello Summer,
We're sorry to hear that you didn't find success with your Zumper credit report.
We've gone ahead and refunded your $30.
Please let us know if there's anything else we can do to support.
Kind Regards,
Zumper Support
Initial Complaint
10/19/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
ZUMPER.I created an account on ******************** several years ago.I have almost every month 1 or 2 posts for one of my apartments for rent.Everything was ok for years until October 2023 when they decided to deactivate my account.They asked me to send a picture of my ID and a copy to prove I am the owner of this apartment.I did that, nothing changed, the account have not been reactivated.They did not give me any reason, they just sent me am email saying that they escalated my complaint. No more news since this email. I do not recommend ZUMPER.
Business response
11/13/2023
Hello ****,
Upon looking into your account, it appears it has been reactivated by the Zumper Support team at *********************************** Will you please confirm that this is now resolved?
Thank you,
Zumper Support
Customer response
11/14/2023
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,

*********************
Initial Complaint
08/28/2023
Complaint Type:
Product Issues
Status:
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.
Complaint taken by dictation by H363137**3238313831H rep CC on 08/28/2023. I pay H313733313733**3334H for their services in helping me get an apartment, and I provided all the information they needed that a landlord asks for in order for them to help me an apartment. All listings that I express interest for, I am given excuses that they don&#**;t accept Avail and that I will be contacted by email by the landlord, which results in me doing the whole process over again with the landlord when I already did this through H313733313733**3334H. With that said, what would be the point of using H313733313733**3334H when they are not providing the services that are being paid for. The landlord should be able to see my profile and contact me to move forward.
Business response
08/28/2023
Hello ******,
Thank you for reaching out. I'm so sorry to hear you've had trouble with getting responses from the landlords on Zumper.
The $30 that you paid is for the Transunion screening documents which can be shared with landlords on Zumper as well as off.
While we strive to create a seamless experience for our renters, there are some landlords who are not as responsive as others.
We encourage you to keep messaging the apartments that you're interested in.
Best of luck with your search,
Zumper Support
Initial Complaint
08/22/2023
Complaint Type:
Sales and Advertising Issues
Status:
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.
Zumper website is being used by scammers and they know about it. It cost me $3500 for first and security deposit. This is not right
Business response
08/23/2023
Hello ********,
I'm so sorry to hear that you had a poor experience on Zumper. We work hard to keep the site free from scammers, but as with any internet listing service, scammers do sometimes slip through our security measures.
Will you please share the listing, apartment address or information of the person you were scammed by so that we can be sure they are blocked from using our platform in the future?
Thank you,
Zumper Support
Initial Complaint
08/09/2023
Complaint Type:
Delivery Issues
Status:
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.
Someone is posing as me to try to rent a property that is already rented through a local property manager. The website Stumper and the so called property manager ********'s Property do not have my permission. That number listed is ******************. I've looked online and this phone number is attached to various property managers in several cities in the US. Any property management company with this phone number is a scam. I've clicked on several sites with this number and the website has been deleted. ******* says they vet their companies that do listings and do even more vetting for companies with complaints. If that were true this wouldn't be happening. *******'s vetting system is nonexistent. Since there is no way to call them, no number listed, I would like them to call me and explain how their awesome vetting system is working.
Business response
08/09/2023
Hello ******,
I'm sorry to hear that this happened. Will you please provide the address of the listing that is being fraudulently posted?
We will immediately suspend the listing and the poster and open an investigation into how this occurred.
Thank you,
Zumper Support
Initial Complaint
07/30/2023
Complaint Type:
Service or Repair Issues
Status:
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.
My home (Single residence owned) is listed on Zumper.com as a rental. Zumper does not have ANY contact info outside of a questionnaire on their website. Even finding a office for this complaint to the BBB was near impossible. The renter has been instructing buyers to enter my home as long as they were "quiet". Zumper has not provided me any details of what info this scam artist may have provided to pose as me. I do not know how much of my identity has been stolen or if Zumpter simply green lights any request. Zumper then forwarded this listing off to countless other websites claiming its validity. I now have strangers "sneaking" into my property. Movolo was once such listing site which listed Zumpter as authentic and they have not removed this listing as of this report. I need to know how safe my information is. I need to know what allowed this individual to pose as me. Zumper is green lighting people to walk into my home unannounced and a simple phone call seems to be out of the question from their website. I'm requesting a full breakdown of the approval process. All details that were provided to Zumper and how they cross verified with the state. Because zumpter allowed strangers to enter my property at any time a police report has been filed.
Business response
07/31/2023
Hello ******,
I'm so sorry to hear about your experience.
We take scam very seriously, and while we have a rigorous vetting process, scammers are constantly finding new ways to slip through the cracks.
Upon looking into your address, I can confirm that we immediately removed your home from our site and banned the poster from being able to use our site in the future.
Additionally, we will always comply with the police or other investigatory authority you may be working with. They can direct a subpoena or other lawful request to ********************************.

Best,
Zumper Support
Initial Complaint
07/12/2023
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We recently listed my father in law's home for sale by owner though ******. com. Within a few days a for rent listing showed up on Zumper.com. Photos, information and text was taken from the for sale ad. We are not renting out the home. I did reach out to Zumper.com earlier today and asked them to take the listing down. I have not head back yet, but I would hope they will. I understand there are many scammers out there, but it seems based on the complaints this does occur on a fairly regular basis. **************************************************************************************** I reached out on the zumper.com website to inquiry about the rental and was told "Yes it is still available. If it suits your need then send your email address to me so as to proceed and I will send you the rental application form to fill out. Will be renting out the house for $1700 and a security deposit of $1700 (refundable) $200 for each pet as pet deposit. Application fee is $100. We hope we can reach an agreement very soon."
Business response
07/13/2023
Hello ******,
Thank you for notifying us about this issue. We take these reports very seriously, and work hard to keep scammers off our site.
I can confirm that our team immediately removed the listing and blocked the poster from being able to use our site in the future.
Please don't hesitate to reach out to us again in the future if you encounter this issue.
Best,
Zumper Support
Customer response
07/13/2023
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,

*************************
Initial Complaint
06/29/2023
Complaint Type:
Service or Repair Issues
Status:
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.
They took my FSBO listing off zillow and are advertising it as a rental. People are looking in the windows of the property I have for sale!!my listing: ********************************************************************************************************************************************************************** their listing: ***********************************************************************************************************************************************************
Business response
06/29/2023
Hello ******,
Thank you so much for notifying us. We take our community's safety very seriously and appreciate your help in flagging this issue.

We have immediately blocked this poster from our site and removed the listing.
If you ever need to report a listing in the future, you can do so by clicking the flag icon on the Zumper listing.
Please let us know if there's anything else we can do to assist.
Customer response
06/30/2023

Complaint: 20255942

I am rejecting this response because: there IS NO FLAG ICON as you stated. I tried many ways to contact the business, by ********* by phone (no number exists) and the only way to report a listing is to use the flag icon, which the listing did NOT have. I had strange people looking in the windows of the property. I am a single woman. You need to come up with a way someone can report a post without having to go through the BBB.
AND the address is still listed on your site! See attached screenshot I just took.

Sincerely,

*****************************
Business response
06/30/2023
Hello ******,
I'm sorry to hear that this has caused an uncomfortable or unsafe situation for you.
Please be assured that in the screenshot you provided, you can see that this is no longer a messagable listing and this address is not visible to renters that are actively searching on Zumper. The only way to locate this page is to ****** this address specifically.
I do see what you mean about the flag icon missing from the page. Thank you so much for letting us know. We recently redesigned the site and this is likely an oversight in the page design. I have escalated this to Product/Design team immediately for a fix.
In the meantime, if there is ever a listing that needs to be reported or any issue, you can always contact our Customer Support team at ********************************** or submit a help request ticket.
Please let us know if there is anything else we can do to support.

Customer response
07/05/2023

Complaint: 20255942

I am rejecting this response because:

Sincerely,

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

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