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:06/30/2026

  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 have been a DoorLoop customer for a little over two years. In May, I decided to switch my account from annual billing to monthly billing. I reached out on May 15, and on May 18, REMOVEDwith DoorLoop confirmed that the change had been made and assured me that I would not need to take any further action.On June 29th, 2026, I checked my account to verify that the monthly payment had been processed correctly. To my surprise, DoorLoop charged me both the monthly subscription fee of $218 and the full annual subscription amount of $3,228.I immediately contacted DoorLoop to have the billing error corrected and requested to speak with a manager. Unfortunately, my experience since then has been extremely disappointing. I have only been told that the issue is being reviewed, with no estimated timeline for resolution, no meaningful updates, and no assurance that the matter is being escalated. Despite specifically requesting management involvement, I have not been connected with a manager or anyone with the authority to resolve the issue.What is most concerning is the apparent lack of urgency and accountability surrounding a significant billing error. An unauthorized charge of $3,228 has a material impact on my business and cash flow. While mistakes can happen, the lack of communication, ownership, and timely resolution has been far more frustrating than the initial error itself.This is unfortunately not the first issue I have experienced with DoorLoop. However, the mishandling of a billing discrepancy of this size has seriously diminished my confidence in the company's customer service and support processes. I would appreciate immediate attention to this matter, a prompt correction of the billing error, a credit for the time I've had to spend on this issue and direct communication from a manager regarding the status of my case.

  

  Business Response

  Date: 07/17/2026

  Thank you for bringing this to our attention. After internal review, we have concluded that the team has met the desired settlement and request made by REMOVED. We believe this has been fully resolved, but if any additional support or direct communication would be helpful, we are here to assist further at REMOVED

• Initial Complaint

  Date:06/29/2026

  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.

  We purchased a subscription for a software through Doorloop Spring 2025. Turns out it was set to auto-renew, so come spring 2026 it renewed, but we decided to dissolve our business and LLC. We reached out to Doorloop because they had charged us a years worth of their software, and we were requesting a prorated refund from the time we contacted them. The amount was over $2500, but prorated is around $1800. I have been working with REMOVEDand he has been unwilling to let us speak with someone in a higher position and unwilling to prorate and refund any amount. As I have been dealing with this I have seen other reviews where customers complain about the company's dishonest billing practices.

  

  Business Response

  Date: 07/14/2026

  We have reviewed this account's full history, including the sales calls, onboarding calls, support communications, and billing records referenced below.
  
  The account renewed in March 2026, as was standard based on their contract terms. Our records show the account remained active even with payments through June 2026, which does not align with the assertion that a refund was owed for the full period following renewal the account was in active use well beyond the renewal with no request of cancellation.
  
  REMOVEDhidden="true">Cancellation Request: When the customer requested to cancel, our team scheduled a call to process the cancellation. The customer did not attend; the call was instead conducted with his assistant. At no point during that call did our representative or the assistant raise or discuss a refund. The request for a refund was not made until approximately a month later, after the cancellation had already been processed.
  
  This is not a case of a single representative unilaterally denying the request the decision has been reviewed and upheld multiple times.
  
  Month-to-Month Claim: The customer has stated they were told the subscription would convert to a month-to-month arrangement after the first year. We don't have any policies that align with the claim but we take claims like this seriously and thoroughly investigated it: our representative asked the customer directly for any supporting documentation (email, chat log, or screenshot), which they were unable to provide. Our team additionally reviewed the recorded sales and onboarding calls  and found no instance of this representation being made. We were unable to substantiate this claim through any available record.
  
  REMOVEDhidden="true">Conclusion: Based on the account's payment history, the terms disclosed at signup, and the absence of any evidence supporting the customer's claim of a verbal month-to-month agreement, we do not find grounds to issue the requested refund. Our team has engaged with this customer in good faith over the past month, escalated the concerns to leadership on multiple occasions, and thoroughly investigated the claims before reaching this conclusion. We consider this matter resolved and stand by the decision previously communicated to the customer.

• Initial Complaint

  Date:06/23/2026

  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.

  Subject: Formal Complaint Regarding Refund and Fraudulent Agreement I am writing to formally express my dissatisfaction with the service I have received from Doorloop regarding a serious issue with a rental agreement that has been deemed fraudulent.Initially, I paid Doorloop $10,000 based on the understanding that this investment would facilitate a legitimate rental agreement. However, I have discovered that the agreement created by REMOVEDbetween myself and a homeowner in REMOVEDis fraudulent and not legally binding according to my California attorneys as well as my Florida attorneys. Despite this clear indication, your portal continues to reflect that I owe rent money, which is both confusing and distressing.I have also made multiple requests for the return of my $10,000 paid in the first week of May. Instead of addressing my concerns, I have received numerous emails encouraging me to maintain my rental owner agreement and remain with REMOVED. This persistent pressure to keep a fraudulent agreement is REMOVEDis my expectation that Doorloop will take immediate action to rectify this situation by processing my refund of $10,000 and removing any outstanding payments from their portal. The lack of responsiveness to my requests and the ongoing attempts to persuade me to retain a fraudulent agreement are not only unprofessional but also raise concerns about the integrity of their platform and services.I look forward to your prompt attention to this matter and a resolution that reflects the seriousness of my concerns.

  

  Business Response

  Date: 06/25/2026

  Thank you for sharing this experience. The issue described is not related to DoorLoop as a software provide, but is instead handled by the property manager and landlord to dispute payment corrections. The DoorLoop team has shared outreach both via phone call and text message and we remain available to discuss if helpful.

• Initial Complaint

  Date:06/11/2026

  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.

  Payment that tenants paid are not arriving to our account and trying 3 days to resolve it and no one to speak to and missing over $25,000

  Customer Answer

  Date: 06/12/2026

  This issue was handled and corrected 

  

  Business Response

  Date: 06/18/2026

  Hello, and thank you for making us aware of your situation. Our team has indicated that they were able to provide you the support necessary to help you locate the funds and resolve this issue. If there is anything further we can do, please reach out at REMOVEDreferencing this complaint. Thank you!

  Customer Answer

  Date: 06/22/2026

   
  Better Business Bureau:
  
  This issue was handled and corrected 
  
  Sincerely,
  
  Yirmy REMOVED

• Initial Complaint

  Date:06/09/2026

  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 recieved a cold call from the company selling the service i told them that i am not available right now. He presisted that he is giving me a great deal 2900$ and this would be only to lock the price and if i chose not to continue with them they will reimbursme me. 5 days later i told them that i dont need theyre services and i would like reimbursment they have been dragging me now for over 3-4 months and are only offering 50% of my money. I never used they service or anythimg

  

  Business Response

  Date: 06/10/2026

  Hello, Genti. Thank you for bringing this to our attention. After review of your complaint, we are very eager to learn more as many of the details you shared are not clearly connected to our internal processes. The initial style of cold call sales outreach, the "deal" pricing you reference, as well as the reimbursement process are all very different from our internal business standards and protocol. We'd ask that you bring all details related to this DoorLoop transaction to us directly at REMOVEDso that we can investigate further. Please reference this BBB complaint ID REMOVEDso that our team can assist. 

  Customer Answer

  Date: 06/10/2026

  I have reached out to them they only offer to reimburse 50% of the value even that I never used they services or enrolled with them

  Customer Answer

  Date: 06/18/2026

   
  Complaint: 24927305
  
  

  
  

  I have reached out to them they only offer to reimburse 50% of the value even that I never used they services or enrolled with them
  
  Sincerely,
  
  Genti Rrahmani

  

  Business Response

  Date: 06/25/2026

  Thank you for reaching out. We appreciate the opportunity to review this matter and clarify our company policies.
  REMOVEDhidden="true">Although the established corporate policy outlines clear timeframes for all refund requests, we see that you are in contact with one of our managers and have made good progress. The ultimate goal is fairness and operational stability for all clients, and we value your input.
  
  We are happy that you were able to speak to our management team and working toward a resolution.

  Customer Answer

  Date: 07/01/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Genti Rrahmani

• Initial Complaint

  Date:06/06/2026

  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.

  This is a rental payment REMOVEDhas discontinued using them and we pay our rent through another portal. There is no way to contact them and they keep sending me a bill every month. They make it impossible to get out of their system. You can't talk to a human no matter what. They make it impossible to get out of their system. The REMOVEDshould be able to close the account themselves. I've tried everything. I'm worried this will damage my credit score.

  Customer Answer

  Date: 06/06/2026

  This is the bill they sent. I pay my rent thru a different app set up by our management. I don't owe any money. Door loop won't stop sending me bills. 

  

  Business Response

  Date: 06/08/2026

  Hello, REMOVED. Thank you for reaching out. Our team has been attempting to contact you directly at the number provided. Please check your phone for information on how we can connect to support you and resolve these issues. Thank you!

  Customer Answer

  Date: 06/08/2026

   
  Complaint: 24917940
  
  I am rejecting this response because:
  
  Sincerely,
  
  REMOVEDI would like an email confirmation that my account is deleted from their system. They sent me a phone number that was disconnected, and still no one to talk to. 

  

  Business Response

  Date: 06/08/2026

  Hello, REMOVED. Our team has shared that they were able to connect with you and have shared additional details about your cancellation. If there is anything further we can do, please feel free to respond again to REMOVEDat the number that he contacted you with. We hope to ensure your issue has been fully resolved. 

  Customer Answer

  Date: 06/08/2026

   
  Complaint: 24917940
  
  

  
  

  This is the bill they sent. I pay my rent thru a different app set up by our management. I don't owe any money. Door loop won't stop sending me bills. 
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/18/2026

  Hello, REMOVED. Our support team has made multiple attempts to connect with you directly via text and phone to support you regarding this complaint. It appears your previous property managers did not cancel this from their side, however we were able to update this accordingly and have provided a screenshot of the cancellation. If there is more that our support team can do, please reach us at REMOVEDor simply call or text us back at the number used previously.

  Customer Answer

  Date: 06/18/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/03/2026

  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.

  We tried to utilize Doorloop in 2024; however, we found out that the our clients were not able to use the portal as we had hope. So in June 4, 2025, when a charge on made on my credit card, I promptly called and informed the company we would not be using their services. We were able to get a response on on June 22, 2025 as we were put in contact with customer service REMOVEDwho was supposed to teach us and our clients how to use the software and if we were not satisfied we would be refunded. We reluctant agreed and set up further appointments to work with the REMOVED. The REMOVEDwas suppose to contact our client which she never did. After back and forth conversation and emails, we decided we didnt want the service. For example, in one of the emails dated June 23, 2025, REMOVEDapologized for scheduling mixup. So in August 2025 we requested a refund told and we would not be receiving a refund. We are requesting refund of $828.00 along with the finance charges of $183.51 with a grand total REMOVED.

  

  Business Response

  Date: 06/05/2026

  Hello, Andrae. After a thorough review of both the inquiry and the 2025 cancellation, our team has confirmed that appropriate support was extended throughout that time.  That said, we'd welcome the opportunity to connect directly to see how you thought we could get better and discuss anything futher. please don't hesitate to reach out if you'd like to schedule a call.

  Customer Answer

  Date: 06/17/2026

   
  Complaint: 24909546
  
  I am rejecting this response because:

  Doorloop didn't fulfilled their obligation as promise. The REMOVEDdidn't reach out to the client to show then how to use the software and they would not keep their appointments with us. I am requesting transcript of the conversation with the REMOVEDin June 2025. Also, I am requesting a refund.  
  
  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 06/25/2026

  After reviewing the account, we found that the customer did in fact actively use the REMOVEDplatform. Our records show that the first payment  successfully processed and paid on August 8, 2024, demonstrating that the platform was functional and in use.
  
  We understand the customer felt they did not get the value they expected, and we regret that the onboarding experience did not meet their expectations. Our team made good-faith efforts to provide training and support, including scheduling sessions to assist the customer and their clients with using the platform.
  
  Regarding the refund request: our terms of service do not provide for refunds in cases where the platform has been actively used, which the account history confirms. We also do not cover third-party finance charges.
  
  REMOVEDremain committed to providing excellent service and would welcome the opportunity to discuss this matter directly with the customer. They may contact our support team at REMOVED

• Initial Complaint

  Date:05/29/2026

  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.

  am filing this complaint regarding a long-term billing issue with DoorLoop.For years, DoorLoop incorrectly classified my account as having more than 50 properties when I actually had fewer than 19 properties. As a result, I was automatically charged at a significantly higher subscription rate through autopay.When I eventually discovered the discrepancy, I contacted DoorLoop and provided information showing that my account had been billed based on an incorrect property count. DoorLoop acknowledged that the property count on my account was incorrect. However, despite recognizing the error, the company refused to reimburse me for the overcharges that resulted from its mistake.I find this response unacceptable. Customers should be able to rely on a software provider's billing system to accurately reflect the services being provided. In this case, I paid inflated subscription fees for an extended period due to an error that was not caused by me. Once the issue was identified, I expected DoorLoop to correct the problem and provide a reasonable refund for the excess charges. Instead, the company declined to make any meaningful effort to resolve the REMOVEDaddition to the billing issue, I found the customer service experience frustrating and unhelpful throughout the resolution process.Desired Resolution:I am requesting that DoorLoop conduct a full review of my account history, determine the amount I was overcharged due to the incorrect property count, and issue an appropriate refund or account credit for those overcharges.I am also requesting that DoorLoop review its billing and account management procedures to prevent similar issues from affecting other customers.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/05/2026

  Hello, REMOVED. We appreciate you making us aware of your circumstance. Our team members have been attempting to connect with you directly by phone and by text. Please refer to those recent communications so that we can speak and learn more about supporting you.

• Initial Complaint

  Date:05/14/2026

  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 am requesting assistance resolving a dispute with DoorLoop regarding a nonrefundable annual software subscription.A major concern in this matter is that I was unable to meaningfully evaluate the actual software interface, workflow, and functionality prior to payment and activation of the annual subscription. The sales process relied primarily on a guided demo, and full hands-on access to the system was only available after payment had already been processed.During the demo call, I provided my payment information verbally to the salesperson, who processed the subscription on my behalf. I was not taken through a standard checkout flow where I personally reviewed and affirmatively accepted clearly presented refund terms before being charged. At no point during the process was it clearly disclosed to me that I was entering a strictly nonrefundable annual commitment.The software appeared promising during the sales presentation, but once I received login access and was able to actually evaluate the system firsthand, it became immediately clear that it was not suitable for my business needs. I contacted the company and requested cancellation within approximately 3 business days of receiving access.The platform was minimally used, and I acted promptly and in good faith once I was able to meaningfully evaluate the product. Despite this, DoorLoop refused to provide a REMOVEDconcern is not simply dissatisfaction with the product. My concern is that the material terms surrounding the nonrefundable annual commitment were not clearly and conspicuously disclosed prior to payment being processed by the salesperson, and I was not given a meaningful opportunity to evaluate the actual software before being locked into a full-year commitment.I attempted to resolve this matter directly with the company before filing this complaint, including requesting escalation to management.I am requesting that DoorLoop cancel the subscription and issue a full refund.

  

  Business Response

  Date: 05/14/2026

  Hi REMOVED, we will contact you first thing tomorrow. 

  Customer Answer

  Date: 05/18/2026

   
  Better Business Bureau:

  Doorloop contacted me and rectified the issue. I have no complaint with their handling of this matter, and appreciate their quick response. 

  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/02/2026

  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.

  Doorloop is marketed as a rental payment software where renters can pay rent and file maintenance requests with their landlord. However, it is impossible to get a hold of anyone to help you; the phone number immediately hangs up on you, there is no email, and the chat service on the website is just an AI bot that never gets you in contact with a person. We have decided to pay our landlord with other means, and I cannot find a way to delete my account and erase my bank account info from this terribly managed company.

  

  Business Response

  Date: 04/09/2026

  Hi REMOVED
  
  Thanks for your feedback and were really sorry to hear about your experience. As a tenant, your property manager is your main point of contact for support. That said, the REMOVEDPortal does include helpful articles and guides covering payments, maintenance requests, insurance, and moreavailable 24/7.
  
  If youre still having trouble navigating the system, our customer support team is here to help. We are working to connect with you via your contact information above, but please feel free to reach out directly to REMOVED 
  
  We appreciate the opportunity to make things right!