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:06/16/2022

  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 filled out an application and paid and application fee in 06/2022 as I am trying to move asap. I have messaged and called the landlord and I still haven't gotten a response. I feel like I'm out of 43 dollars and a place to stay. I fill like this is a scam and a way just to take money from people and not provide housing.

  

  Business Response

  Date: 06/27/2022

  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 use to market and manage their rental properties. You successfully summited an application on June 8th, 2022 and from there it is up to the landlord utilizing TurboTenant to determine if they would like to move forward with your application or not. A refund is not being processed in this case because the listing was removed after the application was successfully submitted, per our Terms of Use. 

  
  You can read more regarding refunds in our Terms of Use here: *****************************************

  
  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 06/28/2022

  Complaint: ********
  
  
  I am rejecting this response because: is not enough. No one ever contacted me saying I was denied or accepted or anything. My money was just taken and now I'm out of money and a place to possibly stay.
  
  
  Regards,
  
  
  ******** ********

  

  Business Response

  Date: 07/07/2022

  Hello ********, 

  
  I understand your frustration; however, as previously mentioned TurboTenant does not own or manage any of the properties listed on our site. We are a free software that landlords can utilize to market and manage their rental properties. While we do encourage our landlords to communicate with any applicants they do not move forward with, ultimately it is up to the landlord to decide on their communication practices. 

  
  You can read more regarding refunds in our Terms of Use here: *****************************************
  Have a great day, 
  Melissa 
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 07/07/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  Although I understand they don't not control the properties, I was told by TurboTenant that the listing had been removed and at the time both listings were still up showing availability. Im tired im not getting a clear response and everytime I contact them via email with the evidence they stop responding. Its very irritating and unprofessional. I don't understand why they would say I can not have a a refund because the listing was removed and it HAS NOT been removed!
  
  Regards,
  
  
  ******** ********

• Initial Complaint

  Date:06/13/2022

  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.

  On 3/3/20 my son and I applied for rental to a property in ***** ****** ******* **** ***** ****** *** * *******. The application fee was $45 through turbo tenant with a response time of 10 business days, we contacted after ten business days and they could not find our application, I waited 20 days and contacted my bank. Now the service provided with the add was that the application would of course be submitted to the landlord which it wasn't. I contacted Pasco County Courthouse and they informed me that a lot of fraud was occurring. For the particular property turbo tenant took over 300 applications at 45 each (90) from me and never submitted applications and now they are refusing to refund money. Indicating non refundable service. But they have not provided a service. They took advantage of a high rental need and collected applications without submitting them to the landlord nor running background checks. No service was provided and they have ripped me off of $90 I would like a refund

  

  Business Response

  Date: 06/21/2022

  Hello *****,

  
  Thank you for sharing this feedback. I don’t see a refund request or support tickets sent from your email address, and want to be sure to address this. Please share the date of this request and I’ll be happy to search for that. 

  
  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. You’ll find an option to do this on the rental listing itself. 

  
  Our records show that a dispute of the $45 application fee was filed with your bank on April 14, 2022 and we have complied with the request for documentation (our response to the dispute and the corresponding documentation were submitted on May 23, 2022). Currently, the dispute is being reviewed by your banking institution. 
  

  You can read more regarding refunds in our Terms of Use here: *****************************************
  

  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.
  

  Thank you,
  Melissa
  TurboTenant Customer Experience
  
  

• Initial Complaint

  Date:06/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a apt. with turbo tenant in orlando fl., in 6/22, for a studio apt. from ******** **** ** **** ****** ******* ******* ** ****** *** * ************. & i payed $45.00 for a credit check report that was never done, i asked my present landlord if anyone called him he said no, i tried to contact the so called land lord, & no response, she has advertised this same property with other co`s, for a long time, she does`nt show the apt., i think she`s in the scam, i want a refund of $45.00, i`m on a fixed income, & i can`t afford to give money away. Thank you !!! back to turbo tenant, i have all the emails regarding this property, ******** **** **** ******

  

  Business Response

  Date: 06/21/2022

  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 6/3/22. 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 listing was removed after the application was successfully submitted, 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 we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 06/22/2022

  Complaint: ********
  
  I am rejecting this response because: it`s a scam, & they know it, i hope you guys get yours !!!!!
  Regards,
  
  ****** *****

  

  Business Response

  Date: 07/07/2022

  Hello ******, 

  I understand your frustration; however, as previously mentioned TurboTenant does not own or manage any of the properties listed on our site. We are a free software that landlords can utilize to market and manage their rental properties. While we do encourage our landlords to communicate with any applicants they do not move forward with, ultimately it is up to the landlord to decide on their communication practices. 

  A refund is not being processed by TurboTenant as the listing was removed after the application was successfully submitted, per our Terms of Use. 
  

  You can read more regarding refunds in our Terms of Use here: *****************************************

   

  Have a great day, 

  Melissa 

  TurboTenant Customer Experience

  Customer Answer

  Date: 07/07/2022

  Complaint: ********
  
  I am rejecting this response because:
  The $45.00 was for the business to do a credit check, other info. well it was not done, because i asked my present land lord if anyone called him, he said no, & she stills has the property listed on several sites look in *************, *** ********, turbo tenat, this woman is ripping a lot of people off, & your letting her.
  

   Regards,

  
  ****** *****

• Initial Complaint

  Date:06/06/2022

  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 called ******** *******, Landlord about the property and he said it was still available. He said if I wanted it I had to complete info on turbo tenant. When I went to turbo tenant there was an application fee of $45. I paid it. ******** ******* sent a form for me to complete. I did. Within 2 days ******** ******* sent me a denial email—********** denial. I checked ********** and ******* and credit is excellent-1 bill (car note) on time. It appears Mr. ******* does not want to rent this property. Checking, he has multiple complaints threw another company. Mr. *******, for whatever reason is scamming people through Turbo Tenant. Turbo Tenant has no protection for potential tenants—only landlords and they are not always honest. This whole operation appears to be a SCAM. Don’t send money and bypass TURBO TENANT. Read other BBB complaints against them. I want my $45 back. The landlord lied and all I received was a $45 email.

  

  Business Response

  Date: 06/15/2022

  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 6/1/22. After reviewing the application and screening report, the landlord opted to archive the information in their account and provided you with information on how to access a copy of your credit report in accordance with the Federal Fair Housing Act. A refund is not being processed in this case because the listing was removed after the application was successfully submitted, 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 we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:06/03/2022

  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.

  My wife and I are in the process of renting a home. We are working with a Realtor that is helping us find properties. She sent us the listing for a property located at **** **** ****** **** **** ****** *** *****. After going through the application and paying a $45 application fee. The lister double charged our account and immediately removed the listing from Turbotenant. I have attempted to reach out to turbotenant via their listed phone number but only get automated messages before the line goes dead and have not been able to speak to a person. Requesting a full refund of both charges in a total amount of $90. No other form of resolution will be acceptable.

  

  Business Response

  Date: 06/13/2022

  Hello *****,

  Thank you for sharing this feedback. 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 accounting department will review it and you can expect a response in 3 - 10 business days. We apologize for any inconvenience this may cause.

  You can read more regarding refunds in our Terms of Use here: https://www.turbotenant.com/terms-of-use/

  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.

  Thank you,
  Melissa
  TurboTenant Customer Experience 
  

  
  

• Initial Complaint

  Date:06/02/2022

  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.

  I submitted an application and paid a $45 application fee for a property that is not actually for rent. I was provided a fake phone number for the "landlord" and was never contacted by anyone once I paid. This company is a scam. I would like a refund and for the listing to be removed so that this doesn't happen to anyone else. I tried to get in contact with customer service via TurboTenant's website multiple times but no one ever responded to me. The address of the property is as follows: ***** ********* *** **** ****** ** *****

  

  Business Response

  Date: 06/10/2022

  Hello *******,  

  
  Thank you for sharing this feedback. We understand how important security is, and take allegations of fraud very seriously. We’ve removed the listing, suspended the account that listed it and have taken steps to stop this from happening in the future. 

  
  Additionally, I am seeing that your refund request was successfully processed within the timeframe provided when originally submitting your request to our team. As our support specialist noted, this refund has been processed and you will see it returned to your original payment method within 5-10 business days. 

  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  
  ..

• Initial Complaint

  Date:05/31/2022

  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.

  Turbotenant is doing a terrible job with catching scammers. I applied for a house “for rent” but it turns out it’s a complete scam. I Received a text message from the “agent” and it’s the same number that tried to scam be once before. In the turbotenant website they say they verify the listings before they list them. Which is so untrue. Otherwise, they would’ve noticed it’s a fake number and fake listing and it’s a home was actually just sold in April. Even I can gather more information than them doing my own research. Please refund the $45 and block my account from being viewed by these scammers.

  

  Business Response

  Date: 06/08/2022

  Hello ********,  

  
  Thank you for sharing this feedback. We understand how important security is, and take allegations of fraud very seriously. Per your email that was sent in to our Customer Support team on May 29, 2022, we’ve removed the listing, suspended the account that listed it and have taken steps to stop this from happening in the future.

  
  Additionally, we processed a one-time courtesy refund on the day (May 29th) that you reached out to our Customer Support Team. As our support specialist noted, this refund has been processed and you will see it returned to your original payment method within 5-10 business days. 

  
  This was all communicated to you via email within one hour of your initial email to our team. 

  
  Please reach out to [email protected] if you need any additional support and we’ll be happy to help.

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

• Initial Complaint

  Date:05/19/2022

  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 am a healthcare traveler, I applied for an apartment through Turbotenant on April 22th through Marcus H*****. Marcus H***** offered me a One Bedroom furnished apartment and is ready to move in. Then he told me that the process would be through Turbotenant. Security Deposit of $1347.50, First Month's rent $2695, Parking fee $175 that included "a garage". He also charged me for month of April $179.66. Sum total of $4,408.83. All of these payments were through Turbotenant. Sum total $4408.83. A couple days prior to move in date, Marcus called and asked if i had applied for a Studio. Which made no sense because we literally spoke on the phone and agreed for the One bedroom apartment. He promised me to get movers so i can get out of the studio to the other apartment. He kept delaying his deadline. The studio was too small for me and this was bad business on him. He kept blaming his assistant for not getting the apartment stocked up with amenities. I was really upset because I already paid this huge amount of money for him to comply with the needs with the agreement we came too, There was no contract or lease for this stay. Move in day was Saturday April 30 and Move out was April 4th. I told him to refund me my money. He only refunded me $1264.66 because he states that he needed to buy another property unit for me. He did not refund me the first month's rent of $2695. I reached out to Turbotenant i expressed my concern about this situation. On May 6, Samantha from Turbotenant stated that "landlord user has been with TurboTenant for a while and I'm not seeing any indicators of fraud on their account, but I've passed your comments onto our security team to review. If there's anything else we can assist with, please let us know." May 18, Marcus H***** did not attend his court hearing for six counts of eviction worth of $60000. I am just as surprised that Turbotenant did not run a background check on him and would let someone like Marcus H***** scam hard working people.

  

  Business Response

  Date: 05/27/2022

  
  Hello *******, 

  
  Thank you for sharing this feedback. I understand that this situation has not been ideal, and I want to be sure to explain why we aren’t able to process a refund in this situation. We are a free software that landlords can use to manage their properties TurboTenant does not own or manage any of the properties listed. If you are requiring a refund on any deposits or rent payments that were paid to the landlord of the property, you will need to work directly with that landlord to receive a refund. 

  
  I did review the email that you sent to *********************** on May 6th, 2022 asking for advice on the situation and we replied on the same day (May 6th) suggesting that you contact a local attorney as we are not able to provide you with legal advice on obtaining a refund from the landlord. 

  
  Please reach out to *********************** if you need any additional support and we’ll be happy to help.

  
  Thank you,
  Melissa

  TurboTenant Customer Experience 

  
  

• Initial Complaint

  Date:05/16/2022

  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.

  We used TurboTenant to list a rental property - I have now had my name and contact information stolen and used to list many properties across the country as rentals requesting money for a background check. I am now dealing with hundreds of emails and phone calls from people asking for their money back for listings that have nothing to do with me. TurboTenant has not responded to my inquiry as to how this can be resolved. It is clear that they are very easily hacked and now I am dealing with the fallout. I would like TurboTenant to resolve this ASAP.

  

  Business Response

  Date: 05/25/2022

  Hello ********,

  
  Thank you for reaching out to TurboTenant and bringing this to our attention. We understand how important security is, and take allegations of phishing and fraud very seriously.

  
  As our Customer Support Team communicated with you on May 14th, we have suspended your account and have submitted a request to our Engineering team to remove all data and information associated with your TurboTenant account, per your request. 

  
  I would also highly encourage you to review the Help Center article on our site “Help Protect Yourself from Phishing” which provides you with a definition of phishing and the steps to take in order to prevent a phishing attack in the future. 

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

  
  Please have any renters that are reaching out regarding a refund contact TurboTenant directly at ***********************. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience
  

  
  

  Customer Answer

  Date: 05/25/2022

  Complaint: ********
  
  I am rejecting this response because: TurboTenant has not devised a proper security protocol to protect its clients. They utilize antiquated measures to prevent identity theft. Improper vetting, along with their antiquated IT and encryption. This has caused our family great harm. Via threats in which I had to call local police. This has been a repeated issue with this company for many years. So I find their response placating more than substance and solutions. This company deserves a F rating for putting my families safety at jeopardy.  
  
  Regards,
  
  ******** ******

  

  Business Response

  Date: 06/03/2022

  Hello ********,

  
  I appreciate you taking the time to respond. TurboTenant does include two-factor authentication, along with several other security measures including data encryption, to assist in protecting your account. 

  
  Phishing attacks are not limited to a specific site, and I would highly encourage you to review the Help Center article on our site “Help Protect Yourself from Phishing” which provides you with a definition of phishing and the steps to take in order to prevent a phishing attack in the future. If you haven’t already, I would highly encourage you to update your email address password. 

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

  
  We are willing to cooperate with any legal investigations and if you have any additional questions please reach out to our team at ***********************. 

  
  Thank you,
  Melissa
  TurboTenant Customer Experience