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:03/13/2025

  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 submitted 2 different applications and paid 2 different application fees. The screening was sent to the sunset Dr ******** only. It was never sent to the *************** ******** and they are not accepting applications at this time. It does not appear that they processed the application otherwise I would have received notification that they received it like I did for the sunset Dr ********. So the screening was never done, but I paid for it. I have not heard anything from the ******** owners either.

  

  Business Response

  Date: 03/17/2025

  Hello *****, 
  
  I do see that the screening was sent to both of the properties you applied to. Landlords are able to view the screening and application that you submit from their landlord account, should they not see that information we encourage them to reach out to us.

  Because we pay third-party companies out of pocket for things like CC processing fees, transaction fees, screening fees, hosting & infrastructure costs, and more, we traditionally do not provide refunds once an application has been submitted successfully.

  Please reach out to ******************************** if you need any additional support and well be happy to help.
  
  Thank you,
  Danni
  

  
  

  Customer Answer

  Date: 03/17/2025

  Complaint: 23062866
  
  I am rejecting this response because: The report wasn't sent until after the complaint was filed.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 03/17/2025

  *****, 
  
  While taking a look at this, I do see that the screening reports for both properties that you applied to were sent within one minute on the same day. On March 3, 2025, you applied to a property in ******* and the report was available within 24 seconds. On March 6, 2025, you applied to a property in ****** and that report was sent to the landlord in 48 seconds. Your complaint was filed on March 13, 2025. 
  
  I have sent a refund request form to you via email. Because we pay third-party companies out of pocket for things like CC processing fees, transaction fees, screening fees, hosting & infrastructure costs, and more, we traditionally do not provide refunds once an application has been submitted successfully.
   
  You can read more regarding refunds in our Terms of Use here: **************************************************

  Once you submit the refund request our team will review it within 6-10 business days. 

  
  Thank you, 
  
  Danni
  

  
  

• 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.

  My account was suspended, I emailed them inquiring about why it was suspended and provided documents that they requested. I asked why was it suspended. I asked what happened to the other documents. None of my questions were answered. I several different customer service agents, Fin, ******** and ***** all ignored my questions. My membership was cancelled right after

  

  Business Response

  Date: 02/03/2025

  Hi Rajanae,
  
  Thank you for reaching out, and we sincerely apologize for any inconvenience this may have caused.
  
  I see that your account was reopened following a review by our Trust and Safety team after receiving your documents on January 30, 2025. Regarding your premium plan, it was renewed on February 14, 2024, and is currently active and scheduled for cancellation on February 14, 2025. You can view and manage your renewal settings by navigating to Account > Settings in your profile.

  If you have any further questions, please dont hesitate to contact our support team directly.

  Best,

  Danni
  TurboTenant Customer Experience

• Initial Complaint

  Date:01/22/2025

  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.

  UNAUTHORIZED USE OF MY CREDIT CARD~ On 1/17/2023 as a realtor I signed up for this service, by 1/20/2023 I had no use for the service and canceled the account. Never used the platform, never used the service, On 1/17/2025 I see a charge for $149 on my card, I immediately email them because they do not accept phone calls. I was told I was on AUTO RENEWAL since 2023 even tho I cancelled. I told the *** to immediately cancel this, she was rude, and argumentative, Apparently I was charged on 1/17/2024 but had no idea, no notification whatsoever. I explained to the ** *** that after canceling my account 1/2023 I did not renew, I explained that shortly after this I was injured in a major car accident, I was suffering from TRAUMATIC Brain injury,Left shoulder surgery and 2 broken feet among other smaller injuries, I was disabled as of 5/25/2023, I could not work, or be aware of any business I previously engaged in. I never received anything stating I had an account with this firm, these are extenuating circumstances. I assumed they would easily cancel this charge & close the account, however they are fighting stating I was on AUTO Renew, I was not. I notified my bank I did not authorize this charge, and I shut my card down, I received an email that they will not refund me and will challenge my bank. I did not authorize this charge nor the charge on 1/17/2024 for $149, however, because I was ill, this slipped by. Turbo tenant has terrible customer service, They do not care, they fail to resolve a very easy matter, they did not lose anything on this, I did not receive any service for 2 years and they are entitled to steal my money because they saved my credit card number. Unacceptable, I see numerous complaints on BBB I see this is their game.

  

  Business Response

  Date: 01/23/2025

  ******, 
  
  We appreciate you bringing your concerns about the premium plan to our attention and sincerely apologize for any inconvenience this may have caused. Upon reviewing the situation, we see that you reached out to us via email on January 17, 2025, regarding the renewal of your premium plan. At that time, our representative provided you with information on how to cancel your plan and request a refund, including a direct link to complete the process, which you utilized the same day.
  
  Upon reviewing your refund request, we noticed that a dispute had already been filed with your bank. Unfortunately, when a transaction dispute is initiated with your financial institution, we are unable to issue a direct refund. Instead, we are required to provide documentation of the transaction to your bank, and they will determine the resolution of the dispute.
  
  Our representative had informed you that pursuing a dispute with your bank could result in a longer resolution process after you mentioned that you had notified the card issuer about an unauthorized charge.
  
  As outlined in the terms of service agreed upon when signing up for the premium plan, automatic renewal is included as part of the subscription. Additionally, our records do not show any communication from you regarding this matter before January 17, 2025, when you contacted us to cancel and request a refund for the renewal.
  
  We hope this clarifies the situation and are happy to assist further if needed.
  
   
  Thank you,
  Danni
  TurboTenant Customer Experience
  

  Customer Answer

  Date: 01/23/2025

  Complaint: 22845410
  
  I am rejecting this response because:
  I did not authorize a charge with this form. They are refusing to resolve this matter therefore I filed a fraud claim because I have no business with this firm.  I canceled my account January 2022 after realizing the platform did not meet my needs  I have never used their service   They kept my credit card & charged me without my approval  

   

  yes I did contact the same day of the charge  any reputable company would cancel & refund considering again i have not authorized use of my card and I have not used the service  

  numerous complaints with BBB indicate this is an ongoing problem with this firm  

  Regards,
  
  ****** ***********

  

  Business Response

  Date: 01/23/2025

  ******, 

  We truly regret that this situation has caused you any frustration or inconvenience.

  We understand your concerns and want to clarify that our goal is always to provide transparent and effective communication with our users. As noted in our previous response, your subscription automatically renewed on 1/17/24, following your initial purchase and account set up on 1/17/23. 30 days before the renewal, an email notification was sent to the address on file, providing details about the upcoming charge. We recognize, however, that these notifications may sometimes be overlooked, and we apologize if this caused any confusion.

  While we strive to assist with cancellations whenever possible, we did not receive a request to cancel your subscription until 1/17/25, after the most recent renewal. Unfortunately, as the dispute has been filed with your cardholder, we are limited in our ability to resolve this directly with you at this time. 
  Please know that we are genuinely sorry for any difficulties this situation has caused.
  

  Thank you, 

  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 01/23/2025

  Complaint: 22845410
  
  I am rejecting this response because: no matter what your firm was not authorized by me to use my credit card.  
  

  I did not sign up for auto renewal that is a lie.   I had no use for your service since 2023 when I cancelled.  
  

  check you files. No one used this service. You are stealing.  Your  crap customer service is clear in the ***********************+ pages of complaints. A quality company would have issued a refund.  But since you keep finding a way to keep my money I will continue to dispute this.   
  I have no use whatsoever for your platform.  I unsubscribed from junk email since 2023.    No matter what you had no authority to use my credit card.  
  
  
  Regards,
  
  ****** ***********

  Customer Answer

  Date: 01/23/2025

  This was not an advertising complaint its an unauthorized credit card charge 

  Customer Answer

  Date: 01/27/2025

  Hello my credit card company has issued a temporary credit while they dispute the charge with turbo tenant. 
  turbo tenant alleges because they have auto renew, there is no contract or acceptance required for them to bill me. 
  

  my ***** agrees there is no contract , I did not authorize the service , and have not used the platform in over 2 years.   
  I recall canceling this on or before 2/8/23 but did not keep a screen shot.   I did not anticipate having a problem.   
  

  my cc co requires 30 day while they investigate.   Thank you. 

• Initial Complaint

  Date:11/26/2024

  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.

  This company seems off with how much information they were demanding from me after months of using their website. I gave them everything they asked for but that doesn't seem normal. Long story short this mentally unstable lady apparently saw the listing for my house on Zillow(I was out of state at the time for a *********** let her know that right away but I still did my best to answer her question when I could & I told her that I would be happy to connect when I got back to **) Well unfortunately she didn't understand basic boundaries so she kept blowing up my phone expecting service immediately as most scammers do. I was so polite to her & did absolutely nothing wrong. She filled out the application on turbo tenant then got really mad when she saw how much the application was. I told her apartments had 1 for $29. Then when I tried to review her information that was on turbo tenant, I noticed that it was missing a ton of background information and she tried to fake a checking balance on top of not having a job which I clearly state in my listing that is required to rent my home! Anyways she wouldn't stop harassing me so I had to block her number. I tried to deny the app right away but their terrible app wasn't working on my phone so I figured I would just get to it when I got back intown. Then the next day I saw my account was blocked? It took days to even get an email response from turbo tenant after they locked me out of my account without even e-mailing me first!? Now I lost days of possible leads & all my messages on that account. I want my account back up asap! I have been using zillow for over a year now with no issues and I have never once been asking to provide such documentation. They demanded that I give them a copy of my drivers license, mortgage payment AND a utility bill? Meanwhile they cant even complete a proper background check on the tenants? This whole ordeal has been so insanely stressful. I want a formal apology from the company. Please email

  

  Business Response

  Date: 11/27/2024

  Hi *****, 

  Thank you for taking the time to share your negative experience with us. We understand how frustrating this situation has been, and we truly appreciate your patience and cooperation as we reviewed your case.

  It is the responsibility of our Trust & Safety team to ensure the account is legitimate, especially when we've received a report that aligns with what you shared in your complaint. In these cases, additional documentation is requested to verify the account, and the account is suspended until it can be verified. We understand that not everyone may agree with this practice, but it is to ensure we protect our platform to mitigate fraudulent activity. We hope you understand, and we sincerely apologize for the inconvenience and any disruption this may have caused. Your experience is important to us, and were committed to ensuring your satisfaction moving forward. 

  After thoroughly reviewing the details you provided, were happy to inform you that your account has been reinstated. Our Trust & Safety team has provided an update directly in the open thread you have with us today, November 27, 2024, confirming your account status. 

   If you have any further questions or need additional assistance, please dont hesitate to contact us at ******************************** or reply directly in your ongoing thread with our team.

  Thank you,

  Daisy
  TurboTenant Customer Experience 
  

  
  

• Initial Complaint

  Date:11/24/2024

  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.

  My credit card was used on their site without my authorization. I tried to contact them to ask where the charge originated but they have NO TELEPHONE contact and the response via email was unsatisfactory. When made aware of fraudulent use of cards on their site they need to respond to the complaint.

  

  Business Response

  Date: 11/25/2024

  Hi *******,

  Thank you for taking the time to bring this to our attention and submitting your complaint. We take these claims very seriously. 

  After reviewing your correspondence, we see that you reached out to our team and interacted with our AI tool. We understand that the response you received was unsatisfactory, and for that, we apologize. We also understand that youve reported this matter to your local authorities. Please know that TurboTenant is fully prepared to cooperate with any investigating officer, who can reach out to our Legal Team directly.

  Even more importantly, regarding your card you report as being used fraudulently, Our Trust & Safety team has been alerted of this activity and will be taking action based on their investigation. We encourage you to contact your bank to file a claim for the charge you see on your card that you are reporting. I want to emphasize that this step is critical, as it allows TurboTenant to provide the necessary information and respond to your bank's inquiry to further support your claim.  

  If you have any additional questions, please reach out to ********************************* and well be happy to help. If you interact with our AI Tool, please click get more help to bypass the tool. 
  

  Thank you, 

  
  Daisy
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:10/09/2024

  Type:Billing 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.

  I have been receiving daily emails from this company that I am required by my landlord to subscribe to their system, even though this is a complete and total lie. Just to close your account (that you never created) they ask for personal information, likely to sell your information to third party advertisers. Not only did this company waste my time, but they are also extremely dishonest and deceitful.

  

  Business Response

  Date: 10/10/2024

  Hi Selim,
  
  Thank you for taking the time to submit this complaint and bringing this to our attention. Upon looking into this, it appears your landlord manually added you to their landlord portal. When this happened, a welcome email was sent to you so you can set up your tenant account. This process is explained to landlords when they add tenants to their account, and it is the expected behavior of the product when landlord users add their tenants. So far, you’ve received two emails: the portal invitation and a reminder. No additional emails regarding other services have been sent. 
  
  It was noted that you contacted our Support team directly on 10/09/24 and our team responded to you within minutes to resolve this with you, in which you responded. Our support representative provided you with the cancellation request form and your Account ID, in which you filled out and submitted. Our team has responded to your request directly and we encourage you to reach out if you have any questions about the status, or reply directly to the thread associated with your cancel request. 

  We hope this brings clarity to the situation.

   Thank you, 

   

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Selim Guadagni

• Initial Complaint

  Date:10/01/2024

  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.

  9/30/2024 I submitted my payment with a request to process credit history for an applicant for rentals. There was a slight error in the email address provided so the request has not been received by the applicant in order to finish processing. The business does not provide any way to contact other than to email, which I have done many times to every email address available, including trying to contact them through their social media pages. There has been no response and the money is non-refundable. I do believe this is a scam and the business has stolen money.

  

  Business Response

  Date: 10/01/2024

  Lauren, 
  
  The applicant successfully completed a new screening report on October 1, 2024. The issue with the first report arose due to an incorrect email address associated with that request.
  
  We received your inquiry on September 30, 2024, and responded within one business day, on October 1, 2024. Additionally, I would like to remind you that you have access to chat support through your account should you prefer that communication method over email.
  
  Concerning the fee, we processed a refund on October 1, 2024, and communicated this in our response after you clarified the situation with the incorrect email.
  
  If you have any further questions or need assistance, please don't hesitate to reach out.
  
  Thank you,
  Danni 
  TurboTenant Customer Experience
  
  

• Initial Complaint

  Date:09/23/2024

  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.

  Signed up for TurboTenant in 9/2023 based on it advertising it would run criminal background checks for potential apartment tenant. After enrolling I discovered this was not an accurate claim. I signed up for the product because I thought it would be a seamless way to find and screen applicants. However, after signing up, I discovered that they were unable to perform the criminal background check given the restrictions within the State. When I inquired as to if this would be able to be done later, after the initial application submission, I was informed it could not be but the applicant would still be charged the same $50 which is not seem fair and ultimately does not provide me with the information I need to adequately, screen the applicant. Therefore, I requested a refund for my subscription, which I ultimately had not used to list my property. They refused in-spite of multiple request. They now have charged me another $119 for another year long subscription which I never used in the first place.

  

  Business Response

  Date: 09/24/2024

  Sareena, 
  
  Thank you for reaching out. We regret to hear about your experience, I would like to clarify our screening report process.
  
  The fee charged to the applicant covers both the screening and the application process. Therefore, applicants are billed regardless of whether the screening is fully completed. It is important to note that there are limitations regarding **********'s reporting of criminal records in certain states. Specifically, the following states do not permit ********** to provide criminal history information: *******, ***********, ********, the ********************, ******, *****, ****, *****, ********, *************, ********, *******, ********, *************, **********, ********, **********, ************, ************, **************, ************, *******, and ********
  
  Even in these cases, the screening report will still include critical information such as credit history, payment history, collection records, and civil records, among other details.
  
  We do see that you have reached out to our support team regarding your subscription and account, which will be processed within the next 1-2 business days.
  

  Thank you,
  Danni
  TurboTenant Customer Experience

  
  

  Customer Answer

  Date: 09/27/2024

  Complaint: 22325609
  
  I am rejecting this response because: I did receive my money back for the auto subscription renewal starting 9/24/24. However, I still request a prorated amount to be refunded for the subscription (Original payment $99 purchased 9/25/23) back from the original date I contacted your customer service (2/14/24) with my complaint realizing you are unable to provide criminal background checks for potential tenant. You will see after this date, upon learning this information, which was falsely advertised as part of the package, I never used your interface again, I never even listed my property with you all, I used a private realtor once I learned of your limited services. 

  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 10/01/2024

  Sareena,

  As previously mentioned, TransUnion, not TurboTenant, is unable to provide criminal reports in certain states. In this case, you will receive the applicant's report, which will include all available information except for the criminal report.
  
  We apologize for any inconvenience this may cause. However, as outlined in our terms of use, we are unable to offer an additional refund for service purchases made in 2023. You can review our terms of use at the following link: **************************************************
  
  Thank you for your understanding.
  
  Best regards,

  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 10/01/2024

  Complaint: 22325609
  
  I am rejecting this response because:
  

  I originally requested the refund long ago, as previously stated. Your unwillingness to refund, or to even provide a partial refund, to an unsatisfied customer based on the inaccurate representation of the services your interface can provide is a poor business practice and as such I reiterate to you again a request to honor my desire for a refund. 

  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair 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.

  I had to sign up for TurboTenant for a property I was trying to lease. I backed out of lease and am no longer renting the property. I canceled my TurboTenant account through email with a representative and told them I no longer need the account since I'm not renting that apartment. They acknowledged my request and cancel3d my account. Now, they've tried to charge my card three times for a subscription I already canceled. When asked about erroneous charges, they said they can't stop subscription until landlord marks lease as archived. They have since tried to charge my card twice and I've told them to stop. Numerous times I asked to cancel account and numerous times I've asked not to be charged. This company does not listen to the customer and operates solely on greed.

  

  Business Response

  Date: 09/17/2024

  ******, 
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience this situation may have caused you. After reviewing your account, I can confirm that your subscription was indeed canceled, and there have been no attempts to renew it since September 14, 2024.
  If you have any additional questions or need further assistance, please dont hesitate to reach out. We are here to help and ensure that all of your concerns are addressed. Thank you for your understanding and patience.
  
  Thank you, 
  Danni 
  TurboTenant Customer Experience

  Customer Answer

  Date: 09/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. If they try to charge me again, I will reopen my complaint. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/31/2024

  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.

  The registered landlord ************************* from TurboTenant withheld unreasonable amount of deposit from previous tenant ($500) in bad faith without providing reasons and invoices to clarify the charge, which has violated the provisions in California Civil Code sections ******. The deduction of the deposit also exceeded more than triple of the amount stated on the leasing contract. Having reached out to settle and negotiate without a response, I hereby submitted my complaint against the agency to look into my issue and return the unfair amount of charge imposed on me (previous tenant).

  

  Business Response

  Date: 09/03/2024

  Hello Jingwen, 
  
  TurboTenant is the software that the landlord has chosen to manage their rental property, After a thorough investigation, we have found no indications of fraudulent activity or any related transactions processed through our platform. Unfortunately, as the payment in question was made outside of our system, we are unable to offer a refund or assist with the recovery of these funds.
  
  To address this issue, we recommend contacting the landlord directly or disputing the charge with your bank. We understand this situation is frustrating and regret that we cannot be of further assistance.
  
  If you have any other questions or need further support, please feel free to reach out.
  
  Best regards,
  Danni
  TurboTenant Customer Experience