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: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!

• Initial Complaint

  Date:02/24/2026

  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.

  I have been receiving emails from the company Doorloop REMOVEDin response to a landlord setting up a tenant portal for me to pay rent, or so the email says. I contacted MY landlord and they have informed me they did not set up a doorloop account for such things.Upon trying to unsubscribe you are required to log in or make an account. I have never logged into this site or used their app. I have never made an account, and I will not make one just to prevent contact from them. This seems like predatory business practice in an attempt to make someone pay rent to a landlord that isnt their own, whether that be the company themselves or someone inputting emails and signing people up as their tenants in an attempt to coerce them into paying. The company that set up the portal for me is presumably Lighthouse property management as the header of the email provides that information with a no reply email as the from contact.

  

  Business Response

  Date: 02/25/2026

  Hi REMOVED,
  
  Thank you for notifying us. 
  
  We have already resolved the situation with REMOVEDand the tenant portal invite has been disabled - they accidentally entered the wrong email address for their tenant and it went to you. 

  If you happen to get another email by any chance, simply ignore the email or click the "Unsubscribe" link at the bottom of it.
  
  Thank you so much again for bringing this to our attention.

  Customer Answer

  Date: 02/26/2026

   
  Complaint: 24565977
  
  I am rejecting this response because:
  
  I have already received another email requesting rent payment from your service and lighthouse properties.
  

  Additionally, tREMOVEDrem; -webkit-text-size-adjust: 100%;">he unsubscribe button doesnt do anything but bring you to a log in page for an account I dont have. I shouldnt need an account to remove my name from mailing lists.

  Sincerely,
  
  REMOVED

  

  Business Response

  Date: 02/26/2026

  Hi REMOVED,

  We double-checked and you have been successfully removed - any emails you will get are automated and it may take a few days to stop getting them since they were already in the automated queue. You can also click REMOVEDas Spam" and "Block Sender" and you shouldn't receive anymore 100%. Thank you again!

  Customer Answer

  Date: 02/26/2026

   
  Complaint: 24565977
  
  I am rejecting this response because:

  This isnt enough. You ultimately need to adjust your service so that people can unsubscribe. Blocking your service and marking as spam is one-sided and doesnt remove information/email preferences from your site. Additionally, if I were to ever need to use doorloop, this would ultimately result in me missing emails from your service. 
  

  Its baffling to me a company would recommend that I block/mark their own correspondence as spam as opposed to stopping the issue at the source.

  If the email service is automated then you clearly didnt remove my email or account as I received that follow-up email after your response to this complaint.

  As such, there no way to confirm that you have indeed removed my information from your site/servers. 

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/05/2025

  Type:Sales and Advertising 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.

  My three-week struggle with lack of solution from DoorLoop near the beginning of 2025 has now become a struggle for 2026 as well due to auto-renewal at a much higher price. 11/22/2025 auto-renewal charge of $2388 up from 2024 charge of $1622. I am a military veteran who works a full-time job and was told Id save time, money and stress by managing my property using DoorLoop instead of a property management firm that I had been using. Instead, the opposite happened and I ended up losing business and going back to a property management firm while still having the pre-paid sunk cost into DoorLoop. Upon initial sign-up with DoorLoop, I encountered a stressful 3 weeks trying to set up and onboard new, prospective tenants through my portal. I was able to get tenants to sign my lease weeks in advance before move-in but the DoorLoop site began sending them warnings of late rent charges. The tenants thought I was trying to REMOVEDthem and I ended up having to release them prior to move-in due to legal action threats. I contacted the DoorLoop support and ended up playing phone-tag and email-tag. This went on for three weeks without full resolution and it cost me missed income. So I had to hire a firm again. On 11/22/2025 I saw the charge from DoorLoop and contacted them via email to cancel and get a refund. They said someone would call me within 24 hours. No one ever called me so I reached out again. They replied saying I have to email someone. I talked to them and they said they can cancel but not refund for a pre-paid year of support. Im in process of selling my property as well. Im trying to warn other property owners about the aspect of poor support where time is money and losing clients as well as a sunk cost if they sell their property. And obviously they don't treat those on auto-renewal better with such increases.

  

  Business Response

  Date: 12/17/2025

  Hello,

  This account has been canceled as requested by the customer the day he reached out to request it and a refund  request has been submitted. Refund takes anywhere from 7 to 14 business days to process, once it's been approved it should take normal processing to reflect back on account. 

  Thank you!

  Customer Answer

  Date: 12/29/2025

   
  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:10/22/2025

  Type:Order 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 company is who my landlord now do business with and it is very questionable. They have built unnecessary fees reflecting my balance to be different than what its suppose to be which is $1500 not $2650 Ive filed a complaint regarding this before and havent got no response. I will contact the owner of this company because something is not adding up.

  

  Business Response

  Date: 10/27/2025

  Hi Stefondra, 

  We are terribly sorry to hear your frustrations with the charges you are seeing. We would be happy to review these with you and your Property Manager, any fees you are being billed are directly associated with your Property Managers settings. If you can call us with your Property Manager it would be much easier to be able to look at why you are seeing a discrepancy. 

  We look forward to speaking to you soon.

  Have a great day!

  

  Business Response

  Date: 10/27/2025

  Hi Stefondra, 

  We are terribly sorry to hear your frustrations with the charges you are seeing. We would be happy to review these with you and your Property Manager, any fees you are being billed are directly associated with your Property Managers settings. If you can call us with your Property Manager it would be much easier to be able to look at why you are seeing a discrepancy. 

  We look forward to speaking to you soon.

  Have a great day!

  Customer Answer

  Date: 11/05/2025

   
  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,
  
  Stefondra REMOVED

• Initial Complaint

  Date:09/23/2025

  Type:Order 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 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 REMOVED, and find that this resolution is satisfactory to me.
  

  I also request that you not make the complaint public. Thanks 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were taking my payments of Direct Express, what the REMOVEDuses 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 broken

  

  Business Response

  Date: 09/19/2025

  REMOVEDshould 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 REMOVEDhad 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,
  
  REMOVED

  

  Business Response

  Date: 09/26/2025

  Hi REMOVED, 

  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 REMOVED& 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,
  
  REMOVED

  Customer Answer

  Date: 10/06/2025

  Can you add REMOVEDto your the forms of payments you will take? My bank says there isn't any issue. 

  

  Business Response

  Date: 10/07/2025

  Hi REMOVED, 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 REMOVEDat this time, please reach out to REMOVEDif 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: 23899814
  
  

  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! 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/11/2025

  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.

  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 REMOVEDon Weds., July 30 and he said after some questions I had to answer he said he would cancel the REMOVED, through an email, I asked when the credit of $1668 would show up on my REMOVEDhe 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 REMOVEDletting 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 REMOVEDmentioned 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 REMOVEDletting 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 REMOVEDmentioned 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 REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/07/2025

  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.

  Im writing to your company since someone named REMOVEDwho I dont know this individual, stole my account and routing information and made a payment for the amount of REMOVED. 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:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company 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 REMOVED, 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 you 

  Customer 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,
  
  REMOVED

  

  Business Response

  Date: 06/06/2025

  Hi REMOVED,

  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 REMOVEDdidn'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 REMOVEDand 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,
  
  REMOVED

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service 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 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 REMOVEDof 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 REMOVEDto 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 TU