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: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

• Initial Complaint

  Date:08/28/2024

  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.

  Hello,I found a scam property listing affiliated with your website. I was scammed by a short term month to month predatory lease. I paid my screening fee but the landlord I applied to sent me a lease full of potential scams. How can I dispute this and get a refund? Receipt number: ********* Regards,****

  

  Business Response

  Date: 08/30/2024

  Hello ****, 
  
  We understand how important security is, and take allegations of fraud very seriously. We have not found any fraudulent activity on this account. Additionally, 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. However, we've sent the link to submit a refund request directly to your email address. Once you fill out that form, our team will review it and you can expect a response in 3 - 10 business days. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Please reach out to ******************************** if you need any additional support and well be happy to help.
  
  Thank you,
  Danni
  TurboTenant Customer Experience
  
  

  Customer Answer

  Date: 08/30/2024

  from: *************************** <************************>
  to: *****************************************
  cc: KayCee from TurboTenant <********************************>
  date: Aug 30, 2024, 10:05 AM
  subject: Complaint ID: ******** ** Urgent Follow-Up on Complaint Against TurboTenant Request for Refund and Investigation of Scammers**

  Dear Better Business Bureau and TurboTenant, 
  
  
  I hope this message finds you well. I am writing to follow up on the complaint I previously filed against TurboTenant concerning a fraudulent experience I encountered on their platform. I want to express my deep concern about the ongoing presence of scammers on TurboTenant's website, which allowed a fraudulent party to operate under their name, resulting in significant financial and personal information loss for me. 
  
   ### Details of the Incident: 1. **Unverified Scammers on the Platform**: TurboTenant allowed a scammer to list a property, which I unfortunately engaged with. Despite what should be stringent verification processes, this scammer was able to post a listing, deceive potential tenants, and collect personal information and money for screening processes without any legitimate intent to lease a property. I attached the lease he sent me after the screening was done to see how he tried to scam me with short term lease. 
  
   2. **Loss Incurred**: As a result of this fraudulent activity, I have lost my money and, more concerningly, my personal information has been compromised. The implications of this breach of trust are significant and have caused me considerable distress. 
  
   3. **Lack of Accountability**: Despite the severity of the issue, TurboTenant has refused my request for a refund and has not provided any satisfactory explanation or resolution for how this scammer was allowed to operate on their platform. This lack of accountability is troubling, especially considering the trust users place in such platforms to safeguard their interactions and transactions. 
  
   ### My Request: 
  
   1. **Immediate Refund**: I request an immediate refund of all amounts paid during the screening process and any other fees incurred due to this fraudulent listing. 
  
   2. **Investigation and Action**: I urge TurboTenant to conduct a thorough investigation into this matter, including how the scammer was able to list a fake property and potentially use a fake identity. It is crucial that TurboTenant strengthens its verification processes to prevent such incidents from recurring. 
  
   3. ****************************** Given that my personal information was shared during this process, I need assurance from TurboTenant on the steps they are taking to protect my data and prevent its misuse. The security of my information is paramount, and I expect a clear response on how this is being handled.  
  4. **Response to BBB**: I am seeking the Better Business Bureaus support in ensuring that TurboTenant addresses these concerns promptly and responsibly. The companys refusal to provide a refund or take accountability for the scammers operating on their platform is unacceptable. 
  
   ### Conclusion: This situation has caused significant inconvenience and stress. As a victim of this scam, I am counting on TurboTenant to take the necessary steps to rectify this situation, including a full refund and a thorough investigation. I also hope that the BBB will assist in holding TurboTenant accountable for the safety and security of their platform and users. I look forward to your prompt response and resolution of this matter. 
  
  Thank you for your attention to this serious issue.
  
  Sincerely, 
  ****
  
  
   One attachment

  

  Business Response

  Date: 09/05/2024

  ****,

  Ensuring the security of our users is our highest priority, and we address all allegations of fraudulent activity with the utmost seriousness. Our Trust & Safety team has thoroughly investigated the matter and found no evidence of suspicious behavior from the landlord in question. You were notified directly after our investigation commenced in response to your complaint.
  
  If you have any further concerns or questions, please feel free to continue the conversation within the existing thread with our team.
  
  Thank you,

  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 09/05/2024

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

• Initial Complaint

  Date:08/20/2024

  Type:Product 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 was the victim of I suppose a scam I was applying for a residential listing listed on turbo tenant website. I paid $55 for an application fee for the property and notified the landlord who then told me they do not use Turbo ***** for their property and that it was fraudulent. I notified turbo tenant of this, to which they stated that they would not be issuing a refund due to their policy.

  

  Business Response

  Date: 08/21/2024

  Hello *****,
  
  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. While TurboTenant provides software for landlords to manage their rentals, we do not own or manage any of the properties listed. To avoid an issue like this in the future, I strongly recommend speaking with the landlord before applying, youll find an option to do this on the rental listing itself. 
  
  We do not see any indication that the landlord is not accepting applications through TurboTenant, as you mentioned in your refund request that was denied, per our terms of use. 
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Please reach out to ******************************** if you need any additional support and well be happy to help.
  
  Thank you,
  *****
  TurboTenant Customer Experience

  Customer Answer

  Date: 08/21/2024

  Complaint: 22170143
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

  

  Business Response

  Date: 08/26/2024

  *****, 
  
  While TurboTenant provides software for landlords to manage their rentals, we do not own or manage any of the properties listed. To avoid an issue like this in the future, I strongly recommend speaking with the landlord before applying, youll find an option to do this on the rental listing itself. 
  
  As a one-time courtesy, we have processed the refund, as we mentioned in an email that was sent today. 
  
  If you have any other questions, please let us know. 
  
  Thank you, 
  
  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 09/06/2024

  They have not resolved my issue at all!!!! They still refuse the refund

  

  Business Response

  Date: 09/06/2024

  *****, 
  
  We processed your one-time courtesy refund on August 26, 2024. You should receive that refund on your card 6-10 business days later. 
  We also notified you of the refund, the same day we processed it. I would highly recommend contacting your bank if you do not receive your refund.
  
  Thank you,
  *****
  TurboTenant Customer Experience
  

  Customer Answer

  Date: 09/06/2024

  This matter has been settled

• Initial Complaint

  Date:08/15/2024

  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.

  I am filing complaint against Turbotenant on prescreening tenants. According to the Fair Housing, it is a violation of fair practices.From the Fair Housing website; Use different qualification criteria or applications, or sale or rental standards or procedures,such as income standards, application requirements, application fees, credit analyses, sale or rental approval procedures or other requirementsI request this information be forward onto consumer protection for illegal business practices.

  

  Business Response

  Date: 09/10/2024

  *****,
  
  We will not knowingly accept any advertising for real estate which is in violation of the law. All persons are hereby informed that all dwellings advertised are available on an equal opportunity basis.
  
  Accusing a business or landlord of violating the Fair Housing Act is a serious allegation that we do not take lightly. I would like to clarify; however, that prescreening is not a violation of the fair housing act. Our prescreening process involves asking prospective applicants a series of basic questions to help landlords assess whether an applicant meets their rental criteria. These questions cover employment details, monthly income, estimated credit score, number of occupants, pet ownership, and smoking habits. They do not ask any questions related to Taking action on a prospective tenant based on actions because of race, color, religion, (including gender identity and sexual orientation), disability, familial status, or national origin.
  
  I would encourage you to review the website in which you pulled this information (************************************************************************************) for further details on the Fair Housing Act.
  
  Please note that TurboTenant, the property management software used by landlords, does not participate in the decision-making process regarding applicant approval or tenant selection.
  
  Thank you,
  Danni
  TurboTenant Customer Experience
  

• Initial Complaint

  Date:08/14/2024

  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 completed an application for an apartment and was charged a $55 processing fee. Never received a response from them or the landlord as to whether I was approved or not. They just took my fee and that was the end. I dont even know if the landlord saw my application. Asked them for a refund and was denied

  

  Business Response

  Date: 08/14/2024

  Hello ******,
   
  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: **************************************************
  
  We see that the landlord did send you a message on 7/31/24 asking you to submit their electronic pre-qualification form and received no response. Additionally, your refund request that was submitted to our Support Team on 8/6/24 was responded to within the 5-10 business day window that is provided when submitting your request.
  
  Thank you,
  Danni
  TurboTenant Customer Experience
  
  

• Initial Complaint

  Date:08/08/2024

  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.

  Beware of Turbo Tenant they take fees for fraud properties on their site.I will be speaking to the news media soom about Turbo Tenant.My name is ************************************** sister name is ***************************.We had applied for 2 properties on Turbo Tenant website last month.I have paid application fees and background screen fees through your website Turbo tenant.It has been a week and I have not heard back om the 2 landlords for both properties yet.I'm very concerned and upset because I sent messages to both landlords 2 days ago through your website. Turbo Tenant needs to be blasted on Televisin and on CNN.Turbo Tenant is a scammer that use fake properties on their site.I asked Turbo Tenant to refund my money $120.00 and they refused to do so.I paid $60.00 per application fee on these crooks websites.

  

  Business Response

  Date: 08/12/2024

  Hello *******,
  
  I understand that this situation has not been ideal, and I  am happy to clarify why we are not processing a refund in this situation. 
  
  We are a free software that landlords can utilize to market and manage their rental properties, we do not own or manage anything ourselves. You successfully submitted an application to this property on 7/12/24. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. A refund is not being processed in this case because the the application was successfully submitted and the screening report was received by the landlord, per our Terms of Use. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Please reach out to ******************************** if you need any additional support and well be happy to help.
  
  Thank you,
  
  Danni
  TurboTenant Customer Experience
  
  

  Customer Answer

  Date: 08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 08/12/2024

  I would like a full refund because a lot of the properties on their website to don't respond to the applicant. Turbo Tent allows people to pay application fees and don't do nothing to help their customers. ********************** is a fraud.

  

  Business Response

  Date: 08/23/2024

  Hello *******,
  
  While TurboTenant provides software for landlords to manage their rentals, we do not own or manage any of the properties listed. To avoid an issue like this in

  the future, I strongly recommend speaking with the landlord before applying. Youll find an option to do this on the rental listing itself.
  
  As mentioned previously, you successfully submitted an application to this property on 7/12/24. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. A refund is not being processed in this case because the the application was successfully submitted and the screening report was received by the landlord, per our Terms of Use. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Thank you,
  Danni
  TurboTenant Customer Experience

  Customer Answer

  Date: 08/23/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer Answer

  Date: 08/23/2024

  I don't agree with the business decisions. 

  Customer Answer

  Date: 08/23/2024

  I don't agree with business response.

• Initial Complaint

  Date:08/05/2024

  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.

  Applied for an apartment, apartment listing was fake and slow response time. Requested apartment refund fee, support refused to refund. Requesting full refund and any undisclosed fees.

  

  Business Response

  Date: 08/07/2024

  Hi *******, 
  
  Thank you for taking the time to submit a complaint and bringing this to our attention. Our records show you applied to the rental property on May 24, 2024 and a dispute of the $55 application fee was filed with your bank on June 6, 2024. We have complied with the request for documentation (our response to the dispute and the corresponding documentation were submitted on June 10, 2024). Your bank went in TurboTenant's favor and you should have been notified by your bank of their decision. 
  
  Additionally, our Trust & Safety team has completed a review of the listing and the landlord account in question and did not find any indicators of fraudulent activity to support your claims of a fake listing. 
  
  At this time, we will not be processing a refund for your application fee as the fee is clearly stated as being non-refundable at multiple points during the application process. You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Thank you, 
  
  Daisy
  TurboTenant Customer Experience Team

• Initial Complaint

  Date:07/25/2024

  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.

  Someone was able to create an account on ********************** using my name, email, and house address without my consent. Turbo tenant allowed this person to steal my identity with their obviously lax security protocols for creating an account. The person was then able to list my property for rent without my consent. I have been unable to contact turbo tenant as they require a paid subscription to talk to a person. I was able to remove my house as a rental listing; however, it is still showing up on numerous websites and turbo tenant is still accepting pre-screen questionnaires.

  

  Business Response

  Date: 07/26/2024

  Hello ********,

  Thank you for bringing this to our attention.
  Upon further investigation, it appears that the listing was properly removed from TurboTenant, and the associated account has been closed. The listings visible on third-party websites are not affiliated with TurboTenant. Therefore, it will be necessary for you to contact the respective third-party listing platforms to request the removal of those listings, as they were not published by our platform.
  
  If you have identified a specific site where the listing is still active, kindly provide the link or name of the site to our support team using the email ******************************** so that we can investigate further. All content originating from TurboTenant has been successfully removed.
  
  Thank you, 
  Danni
  TurboTenant Customer Support
  

  
  

  Customer Answer

  Date: 07/26/2024

  Complaint: 22043104
  
  I am rejecting this response because: I want to know how this account was able to be opened in the first place. What are the business policies for opening and verifying an account? How was the fraudulent account in my name verified?

  and where does my request to delete all my information stand? I have not heard anything directly from from my inquiries to the business.
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 07/30/2024

  Hello ********,
  
  We have several security measures in place, both automated and manual, to verify listings posted via TurboTenant. As you mentioned your personal email address was used to set up the TurboTenant account, I would highly recommend ensuring that your email address has not been compromised (I would start by changing your password immediately).
  
  Your original complaint did not mention anything regarding a request to delete your account. If you would like to remove your personal information from TurboTenant, you can submit a request to do so here: ***********************************************************.
  
  Thank you, 
  Danni
  TurboTenant Customer Support

  Customer Answer

  Date: 07/30/2024

  Complaint: 22043104
  
  I am rejecting this response because:

  i filed the recommended paperwork. I continue to receive emails from TurboTenant about my fraudulent rental. TurboTenant refuses to contact me directly about either of these issues. 
  My email was never compromised as it is set up with two factor verification. Your security practices allowed someone to set up an account without confirming the email. If there is another plausible explanation please let me know. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 07/31/2024

  ********, 

  The CCPA request that you have submitted can take up to 10 business days to be completed by our team, your patience is appreciated.We have closed this account so you should no longer receive emails. I did look to make sure they were not sending and the last correspondence you had was 7/29/24. Additionally, we did contact you directly as mentioned in our previous response. 

   As you mentioned your personal email address was used to set up the TurboTenant account, I would highly recommend ensuring that your email address has not been compromised (I would start by changing your password immediately).

  Thank you, 

  Danni
  TurboTenant Customer Support 

   

  Customer Answer

  Date: 07/31/2024

  Complaint: 22043104
  
  I am rejecting this response because:

  The company is incorrect that they have responded directly to me. I have sent numerous emails to ******************************** and none of them have been answered. The email on July 29 was sent after my account was closed (by me on July 25). How is that possible? 
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/31/2024

  Dear BBB,

  The company TurboTenant is unwilling to respond to inquiries through their support email. I also received an email 4 days after I closed the fraudulent account (see attached). This should not be possible. 

  Furthermore, they allow people to set up accounts without confirming an email. They keep telling me to change my password; however, I have two-factor authentication on my email, so there is no way someone gained access to my email without my knowledge. Alternatively, TurboTenant creates the fraudulent accounts to collect pre-screen fees or to show that they have customers. based on their unwillingness to provide concrete information or to respond to direct inquiries, I am beginning to suspect this is their business practice. What is the best method to request a further investigation of their business activities which are highly suspect?

  Regards,

  *****

  Customer Answer

  Date: 08/01/2024

  I have included information about my gmail security settings. There is absolutely no way that someone got into my gmail account without my knowledge. I have had 2FA set up since 2021 and ****** logs all logins. The only logical way for an account to be set up with my information is that someone within TurboTenant allowed it without email confirmation or set it up themselves. If TurboTenant has another logical explanation, they have yet to provide it.

  The first email I got from TurboTenant was on 7/21. I deleted it as I thought it was spam (because it is). I then continued to get messages. When the fraudulent listing was up, I would get 20 or so a day. Many of these individuals seem to have completed a pre-screen. I believe there is a fee associated with the pre-screen, which is likely motivation for TurboTenant to create fraudulent accounts. 

  ********************** has not once replied to any of my emails directly to them. I also tried calling their number and there is an automated message that then hangs up. 

  Customer Answer

  Date: 08/01/2024

  I have included information about my gmail security settings. There is absolutely no way that someone got into my gmail account without my knowledge. I have had 2FA set up since 2021 and ****** logs all logins. The only logical way for an account to be set up with my information is that someone within TurboTenant allowed it without email confirmation or set it up themselves. If TurboTenant has another logical explanation, they have yet to provide it.

  The first email I got from TurboTenant was on 7/21. I deleted it as I thought it was spam (because it is). I then continued to get messages. When the fraudulent listing was up, I would get 20 or so a day. Many of these individuals seem to have completed a pre-screen. I believe there is a fee associated with the pre-screen, which is likely motivation for TurboTenant to create fraudulent accounts. 

  ********************** has not once replied to any of my emails directly to them. I also tried calling their number and there is an automated message that then hangs up. 

• Initial Complaint

  Date:07/24/2024

  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.

  A renter made an online payment after I had closed my bank account and closing the turbo tenant premium subscription I had utilized for the last 12 months or more. I have used Turbo Tenant for approx the past 5 to 6 years. They are strong in the marketing / leasing of properties, but fail to meet the advertised benefits of a premium member to receive out payments in that timely fashion! As a result, I began to remove my accounts from ********************** so that I could collect rents from a more efficient manner. Turbo Tenant had received a $700 payment from my renter, with no bank accouont on file for me to receive and/or then refund the funds. (After 2 + days of communicating wtith their service department, it was agreed they would refund directly to the submitter (the renter). They promised it would revert without a hitch but might take a few days to be seen in the renters bank. More than 3 weeks later it still was not returned. My contact with them simply resulted in them with oh it didn't get processed, it fell through the cracks, we'll return it and again it will takes weeks to appear in the account. That was not acceptable. I searched for ways to speak to a higher authority. There is no public number or email other than the entry level contact. I am so discusted with the lack of transparency offered and believe that their withholding the funds allows them more cash in their banks and earned interest! This is a wide spread issue. The premium account for which i paid additional funds touted faster time to deposit into my the landlords account. See with 1 to 2 business days. My renters were paying pre the first of the month, yet fundsd were taking an extended amount of time to appear in my account, I cancelled prior to its renewal in july.

  

  Business Response

  Date: 08/21/2024

  *******, 

  Thank you for taking the time to bring this to our attention. I do apologize for the inconvenience; however, it is important to note that canceling your premium subscription and closing your bank account does not disable the renter's ability to make rent payments through our platform. A charge that you created in your TurboTenant account was sent to the renter, and they made a payment in response. As a one time courtesy, the $700 rent payment was refunded to the renter on July 24, 2024. If you or your renter have any further questions, please do not hesitate to let us know! 

   

  Thank you, 

  *******

• Initial Complaint

  Date:07/19/2024

  Type:Billing 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.

  Turbo Tenant makes you pay for a service that is free through any credit reporting service. They you the prospective tenant to provide that service for the landlord yet you do not have access to that report yourself until the landlord pulls the report so you can't use for other perspective rentals till the landlord pulls it - if ever. Mind you this is not the application or background check but something you'll discover you can do for free at other site, It's problematic that they make no attempt to make the details of the service clear up front other then buried in fine print. Then it's an additional fee for the application after that, I wouldn't be surprised if they are under the same corporate umbrella because this is nothing short of a scam that benefits the company and landlord but not the person paying for it.

  

  Business Response

  Date: 07/22/2024

  Hello *******,
  
  I would like to clarify the screening process facilitated through TurboTenant. Once you have identified a property of interest, you will submit an application for the landlord's review. Upon completion of the application, the landlord may choose to request a screening report from you. It's important to note that TurboTenant does not generate these reports; they are processed through TransUnion at the landlord's request. The fee you pay includes the cost of the screening report through TransUnion, so there are no additional charges unless you apply to multiple properties.
  
  TurboTenant serves as the platform through which landlords manage their rentals. We do not own or oversee any rental properties ourselves, which means we cannot initiate screening reports on behalf of applicants. In cases where a landlord has not yet requested a report, we provide their contact information so you can request it directly. Once the landlord has obtained and verified the report, we will gladly furnish you with a copy of the information provided by TransUnion should you reach out and request a copy.
  
  I can confirm that in your case, this process was successfully completed on July 11, 2024, when the landlord for the property eventually requested and received the screening report, which you received a copy of per your request.
  
  If you have any further questions about the application and screening process done through TurboTenant, you are more than welcome to reach out to our support team at ********************************. 
  
  Thank you, 
  Danni
  TurboTenant Customer Experience