Complaints
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 14 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2025
Type: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 signed up for DoorLoop after a high-pressure sales meeting where I was denied a trial and told the discounted price was only available if I committed immediately. Someone was coaching the salesperson during the call, which made the whole experience feel manipulative.I paid for a full year upfront and havent used the software at all. I paid a total of $1,755.60 on 9/22/25, yesterday. And never used the service.I would like a full refund. I have already contacted the company and am waiting to hear back.Customer Answer
Date: 09/23/2025
They responded to me saying if I got rid of the complaint to you they would refund me the money. I attached their reply to this message)
Can you help me with this?
Thanks
Business Response
Date: 09/29/2025
Hello,
We see this issue has been resolved and you have been refunded the amount mentioned above. Please feel free to reach out to us in the future if there is anything further we can do for you.
Have a great week!
Customer Answer
Date: 09/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I also request that you not make the complaint public. Thanks
Sincerely,
***** *****Initial Complaint
Date:09/17/2025
Type: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.
They were taking my payments of Direct Express, what the *** uses to pay those on Social Security but now they're not? All of a sudden. So now I can't pay rent and I don't drive, I'm disabled and I can't go get a money order. This company is trash. I can't contact support online through the portal and they don't take calls from tenants.Customer Answer
Date: 09/19/2025
their website is brokenBusiness Response
Date: 09/19/2025
***** should have reached out to his Property Manager to understand why his credit card was no longer being processed. Weve seen multiple declines from his Mastercard ending in 7283, which is why payments havent been going through. In situations like this, the best next step is to contact the bank or Property Manager directly, as theyll be able to help resolve the issue. If ***** had called our support line, we would have guided him to do the same.Customer Answer
Date: 09/19/2025
Complaint: 23899814
I am rejecting this response because:I've already contacted my landlord and he doesn't know what to do. There's nothing wrong with my card, I've used it to pay before and the bank says there's nothing wrong on their end, they see the transaction
but it's not being put through on your end. I've paid a dozen other companies with no problems. There is no way to get through "chat support" online, it continually states "learn" and "end chat".
There is no number to call, every number I've found just tells the landlord to call and you have no contact with tenants.
Maybe have someone in tech support (if you have one) look into the issue. I've paid rent in June, July and August with no issues. So it's clearly not on my end.
Sincerely,
***** ******Business Response
Date: 09/26/2025
Hi *****,
Thank you for your prompt response and I'm sorry for the delayed response. Looking into your account all the cards you have used on our platform have worked successfully until this new mastercard was added ending in 7283. On our end it's not giving us any additional information on why your bank is declining the transactions.
We would suggest you reach out to your bank to get additional details on the reason for the decline of your credit card.
I hope this information was a little more helpful and we are here to help, if you would like to give us a call with your bank we are more than happy to participate on that call.
Have a great day!
Customer Answer
Date: 09/26/2025
Complaint: 23899814
I am rejecting this response because:As previously stated.
I already contacted ******************************* & Dispute teams, both stated that they could see the charge but it wasn't being put through on YOUR end.
It's exactly why I added all the inspect error screenshots. I also tried again and it said "Card not accepted." Do you have anyone that does I.T.? Do you know
how to fix the errors? It's nothing on my end, I've been able to pay all my other bills just fine. It's nothing wrong with AMEX or SSA.
I keep stating the exact errors and you're not understanding the point or seemingly willing to look into your programing.
Sincerely,
***** ******Customer Answer
Date: 10/06/2025
Can you add ****** to your the forms of payments you will take? My bank says there isn't any issue.Business Response
Date: 10/07/2025
Hi *****, We are terribly sorry for this inconvenience, unfortunately as mentioned previously we don't accept prepaid cards and would need to have a credit card on file to process the payment. Due to this being a prepaid card the system unfortunately does not allow us to process the payment. We don't accept ****** at this time, please reach out to ********************************** if you would like assistance updating your card on file.Customer Answer
Date: 10/07/2025
NO YOU DIDN'T STATE THAT BEFORE. NOT DURING THIS ENTIRE PROCESS DID YOU MENTION PREPAID CARDS WEREN'T TAKEN.
CASE CLOSED. I HOPE MY MANAGER GOES WITH ANOTHER COMPANY. YOU'RE HORRIBLE! DOING THIS TO PEOPLE ON SOCIAL SECURITY!
WASTING ALMOST A MONTH BEFORE YOU TOLD THE TRUTH!
Customer Answer
Date: 10/07/2025
Complaint: 23899814NO YOU DIDN'T STATE THAT BEFORE. NOT DURING THIS ENTIRE PROCESS DID YOU MENTION PREPAID CARDS WEREN'T TAKEN.
CASE CLOSED. I HOPE MY MANAGER GOES WITH ANOTHER COMPANY. YOU'RE HORRIBLE! DOING THIS TO PEOPLE ON SOCIAL SECURITY!
WASTING ALMOST A MONTH BEFORE YOU TOLD THE TRUTH!
Sincerely,
***** ******Initial Complaint
Date:08/11/2025
Type: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.
Doorloop renewed my subscription for their tenant product without my consent and about$300 more that I paid last time.I send an email immediately (july 29th)I had a zoom meeting with ***** ********* on Weds., July 30 and he said after some questions I had to answer he said he would cancel the ******************, through an email, I asked when the credit of $1668 would show up on my ******** he advised(through email) my that he would only cancel my next year subscription July 26th, 2026.I have not used this product the entire year and do not want to pay for another year.Business Response
Date: 08/18/2025
Hello,
We reached out to ******** letting her know we have canceled and refunded her request, first attachment is the email letting her know and the second attachment is the proof of refund. Also on the first email ******** mentioned she would be removing the complaint.
Please let us know if we can send you anything further or if this will suffice.
Thank you!
Business Response
Date: 08/21/2025
Hello,
We reached out to ******** letting her know we have canceled and refunded her request, first attachment is the email letting her know and the second attachment is the proof of refund. Also on the first email ******** mentioned she would be removing the complaint.
Please let us know if we can send you anything further or if this will suffice.
Thank you!
Customer Answer
Date: 08/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:06/07/2025
Type: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.
Im writing to your company since someone named ***** ********* who I dont know this individual, stole my account and routing information and made a payment for the amount of *****. There were two small deposits in my account through stripe from doorloop and then the large withdrawal of the 1818 for selective proper. Please refund my money back as this is fraud and I also reported this to my bank.Customer Answer
Date: 06/10/2025
Hi,
I spoke to a representative from Doorloop and they actively trying to seeking the individual responsible and I have received the funds back. I have been made whole and have no other issues. Thank you so much tor your quick response.
Initial Complaint
Date:06/02/2025
Type: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 is claiming to have an account for my storage unit, I do not have a storage unit with them! Nor any affiliated property. I want this addressed immediately. I will take civil action next. Someone is creating fraudulent accounts and this company needs to do due diligence to address the fraud.Business Response
Date: 06/04/2025
Hi *****, we're calling you soon to see what's going on and get to the bottom of this with you.Customer Answer
Date: 06/04/2025
Im sorry. Why would share more information via phone with a company I do not trust?! No way! Its simple: delete my account and please chase after someone who tried to create a fraudulent storage unit for a known entity that does not offer online bill pay! I dont have the storage unit anymore, for almost a year now! And guess what, I called them to confirm they do not use doorloop and they confirmed I of course do not owe them any money what so ever! So, I highly recommend you look into who created this fake account to collect storage fees fraudulently ! Thank youCustomer Answer
Date: 06/05/2025
Complaint: 23405639
I am rejecting this response because: why would I provide more information. Who would talk to someone they dont trust with MORE information?! I want my issue resolved and you to look into other customers affected by this fraud
Sincerely,
***** ******Business Response
Date: 06/06/2025
Hi *****,
Thank you again for bringing this to our attention.
We did an internal case study and it looks like you were a tenant that used to pay rent through DoorLoop. It appears your property manager ******** didn't remove you once your lease was up which is why you're still receiving automated emails.
You can ignore the rent charge emails you're receiving and will not be charged anything.
We have also spoken with your property manager ******** and she confirmed you have been removed from the system and will no longer get emails. She also mentioned she spoke to you over the phone about this.
Hope this resolves everything, thank you so much again!
Customer Answer
Date: 06/09/2025
Complaint: 23405639
Im sorry. Why would share more information via phone with a company I do not trust?! No way! Its simple: delete my account and please chase after someone who tried to create a fraudulent storage unit for a known entity that does not offer online bill pay! I dont have the storage unit anymore, for almost a year now! And guess what, I called them to confirm they do not use doorloop and they confirmed I of course do not owe them any money what so ever! So, I highly recommend you look into who created this fake account to collect storage fees fraudulently ! Thank you
Sincerely,
***** ******Initial Complaint
Date:04/17/2025
Type: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 a door loop customer until 3 months ago or so. I received 1099-Ks from them for interest income that used my social security number instead of the *** of the company receiving the income. I cannot get anyone in customer service and have tried for the past month. I am considering driving 7 hours to ***** to straighten this out but I am afraid I will physically assault them. If this is not resolved quickly I will do that and file other consumer complaints.Business Response
Date: 04/17/2025
Can someone from the BBB please reach out to my email directly to discuss this?Customer Answer
Date: 04/18/2025
the issue has been resolve, it was not DoorLoops fault it was Stripe and they fixed it, Im good TUInitial Complaint
Date:04/15/2025
Type: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 is set to renew on 4/17/2025. I have been in contact with DoorLoop since 4/10/2025 trying to cancel as their fee's do not work for my one unit rental. I was offered an option to potentially reduce my yearly fee, but I have not heard back from my account representative since 4/11/2025. I left a voicemail with the account representative yesterday requesting to cancel once again, but have not received a call back. The process to cancel an account with ********************** is extremely frustrating - they provide no phone numbers for users to cancel and users cant cancel within the app or website themselves. I just want to cancel - please confirm the cancellation request.Business Response
Date: 04/30/2025
Hi *******, thank you so much for contacting us. We're happy to hear you spoke with our team and were able to get this resolved. Going forward, we're implementing new processes to ensure similar requests don't fall through the cracks. Hoping to work together with you in the near future, thank you again!Customer Answer
Date: 05/01/2025
Complaint: 23208915
I am rejecting this response because this has been a re-occurring issue amongst DoorLoop customers and this response is too vague. I would like to know what specifically you are doing to ensure this doesnt happen again. I had to put in too much time and effort to cancel the service and DoorLoop did too little too late.
Sincerely,
******* *.Initial Complaint
Date:03/05/2025
Type: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.
Doorloop wont send invoices. They say they are emailing the invoice but you can only view it for a limited time. 5-30 minutes. Even if I was receiving the invoice. This seems illegal to limit the amount of time I can view the invoice.Business Response
Date: 03/12/2025
Hi ***, please give us some time to read through your transcripts and conversation history. We will also have accounting provide an explanation of your bill, and will contact you directly once we have more information.
Thank you so much for notifying us, were on it!
Business Response
Date: 03/13/2025
We have resolved the issue with ***.Customer Answer
Date: 03/26/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** DufInitial Complaint
Date:02/07/2025
Type: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 am trying to cancel service. I was told to cancel service I had to speak to an account representative and that one would get back to me. I tried to call but did not receive a call back nor can I seem to get anyone on the phone. The payment on February 6, 2025 shouldn't have gone through. But even after I requested the account to be canceled. I still got charged.Business Response
Date: 02/07/2025
Gashar, we are so sorry this wasn't routed to the correct department earlier. Our team is on it, will reach out to cancel your account and issue a refund.
We apologize for this experience and hope we can make things better perfect soon.Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Gashar *****Initial Complaint
Date:01/31/2025
Type: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.
When trying to log into my account, I receive the message portal closed. However I was still charged $501.99 because of auto withdrawal, which I have no way of turning off because I cannot log into my account. ********************** only has a chatbot support for renters and zero way to contact them. Chatbot is useless, tells me to log in, which I cannot doBusiness Response
Date: 01/31/2025
Hi *****, thank you again for letting us know about this. I just emailed you instructions for what to do with your bank. We will also try and help by contacting your landlord and teaching them how to end the lease and submit a refund. Looking forward to hearing from you soon.
Customer Answer
Date: 01/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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