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:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  There was a place I liked who used *************************. I do not recommend this company to anyone, as my experience has been horrible. I spent 4 hours trying to get my app through on their website because it was not working properly. I am good with computers and did everything I could to attempt to trouble shoot this issue. The sad thing is that this company took my money without ever sending the application through. Not only did I spend four STRESSFUL hours trying to get your website to work, but I lost the place I had my heart set on because someone else got an app in, and I couldnt because your website had issues. I had received a message from your website, saying if I go back and delete everything and re-enter on a couple of pages, then it should work. First of all, fix your software, fix your website, and second of all, it did not even work and wasted so much of my time. I call in with my issue, and unfortunately had one of the rudest employees I have ever spoken to. He was very defensive, saying theres nothing wrong with the website, insinuating as though Im just stupid and thats why it didnt work. I must be just some stupid woman to himhe needs to mature and work on his biases. Makes me wonder if hed give the same attitude to a man. I find it so sad you have bad apples like him dragging down your company and reputation. The next woman I spoke to (as I figured *** didnt do what he said he would) was very nice and tried to help me, but after submitting a request to a manager, the manager refused it. Why? I never got the application in because your website glitched, so I never received the service I was paying for, and its avail.cos fault for not maintaining their website properly. This shows you as a greedy and inconsiderate business and untrustworthy. As a woman just trying to get a simple refund from a service I never received, I should not have to deal with an angry, defensive and rude man like ***, and this process should not be so difficult in general.

• Initial Complaint

  Date:12/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction to be deposited to my account of $3004.84. ********************** took the decision upon themselves to take the money without consent.

  Business Response

  Date: 12/13/2024

  I understand you are not in agreement with the process. These funds were applied to a balance owed by you to Avail within the bounds of our Terms of Use.

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have to use this company to pay my rent I have a ***** period of 3 days. I paid my rent on the 2nd of the month but their system would not let me pick any day other then the 6th of the month to pay then charged me a late fee of ******. not fair when they pick when they can take the money out.I think they are cheating people out of money with a faulty system.

  Business Response

  Date: 08/09/2024

  Im sorry to hear about the late fee that was incurred due to the payment cutoff. I understand how frustrating this can be. While Avail doesn't enforce late feesthese are managed by your landlordthere may be an option to have them waived if you reach out to them directly. To help avoid this in the future, you can schedule payments in advance for withdrawal on dates when you know funds will be available. This way, you can feel more confident that your payments will process on the desired dates.

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22104274
  
  I am rejecting this response because:
  My lease says I have till the 4th of the month to pay without a late fee so if it takes them longer to pay that is not my fault. I should be able to pay my rent on the 4th and still not get a late fee because I have a legal piece of paper that says I have till the 4th of every month. If the company can't move the money that fast it is not on me it is on them. So long as I make my payment from the 1st to the 4th I should not be charged a late fee. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  Thank you for this response. I understand your perspective, yet Avail does not enforce the terms of your lease. The balance can only be resolved between you an your landlord. 

• Initial Complaint

  Date:08/05/2024

  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 am a landlord who has used Avail to collect rent payments from tenants for years. Nothing has changed in my business. No new tenants, no change in bank accounts, no changes of any kind.Based on Avail's emails to me, my tenants processed rents like this: 7/26 withdraw from tenant, should be received in my bank 7/31. 7/29 withdraw from tenant, for 8/01 receipt in my bank. And a final one I believe is also effected - 8/01 withdrawal, to be received tomorrow 8/6.None of these payments have been received and it is now 5 days past due.Avail has no phone support available now - they are funneling all calls to send a message by email - outrageous.I have no ability or option to speak with someone to resolve.As the result of these late payments, I was charged a fee from a vendor where an automatic payment bounced. that cost is $30 to **** expect for Avail to release all payments to me immediately and to also pay for the bounced check fee that is the result of their holding onto my money inappropriately.

  Business Response

  Date: 08/09/2024

  Hello, Ive been in contact with you this week about this matter and wanted to confirm that the payments were successfully received by your bank. As of now, we havent received any notice from them indicating that the funds couldnt be delivered or were returned. I hope the Trace IDs we provided have helped in locating the funds. Im here to continue working with you to ensure smooth processing of your future payments and to help prevent any similar issues from happening again.

• Initial Complaint

  Date:07/25/2024

  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 created a rental listing for one of my properties using Avail platform, everything was working smoothly until I started the onboarding process for my new tenant, Tenant was able to sign their contract and scheduled the payments of their onboarding process (Security Deposit, First Month of Rent, etc.) When all of the sudden the very next day I received an email from ******** saying: "I am reaching out to let you know that we will not process the scheduled payment nor transfer any other funds for you through Avail. I hope you are able to find another platform that is able to provide the services you need." To what I responded asking if there was any particular reason for this decision, another email from ******** hit my inbox: "Unfortunately, we will not be able to restore access to your Avail account or do business together going forward" Again I emailed her back asking for the reasons for such a drastic decision, and she never answered back. I received an email stating: "Your tenant has canceled an initiated payment", however the tenant received another email stating: Your Landlord Closed Their Avail Account". They decided to closed my account, without any particular explanation, now I do have a tenant whom is beyond frustrated and worried that this platform have kept all their financial information, criminal records and bank information. By the way now I do have to sign another leasing contract with the tenant as We don't have any access to the contract we signed through Avail. I have called several times and I keep getting the same response, "we are going to escalate this...", 4 times actually!!!! Today I called again and apparently they flagged my phone, because no one answered (1 hour and 29 seconds on the line), Lucky me I tried calling from another phone and they answered within minutes. This is outrageous, to say the least. Is this how this company do business? That you cannot even get an answer on what the heck happened. If needed I can provide emails.

  Business Response

  Date: 08/09/2024

  Im truly sorry for the frustration this situation has caused. We understand how challenging it can be when a request can't be accommodated, especially regarding processing payments or publishing listings. Please know that we deeply regret any inconvenience or confusion, particularly if there has been a mistake in identifying suspicious activity. While were unable to share specific details behind these decisions, please rest assured that our goal is always to protect our customers and maintain a safe platform.

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8th, I arranged a payment to cover the remainder of my rent, which was $200, and a pet fee of $500. The payment was scheduled to be processed on July 10th. However, an issue arose, and I was charged two $15 fees for each rejected payment.The problem occurred because the company attempted to charge an old bank account that I no longer use. Despite setting up a new bank account for the payment, the system did not reflect this change. When I created a new payment and submitted it, their website malfunctioned. This malfunction could potentially disrupt the transmission of data to the payment system, causing fees to be unfairly passed on to consumers.

  Business Response

  Date: 08/05/2024

  The tenant alleges that Avail requested that their payment be withdrawn from the incorrect bank account. 
  
  On July 7th 2024, ***********************, logged into the Avail account associated with ********************* and proceeded to add a new bank account (USAA CLASSIC CHECKING ending in 6014), and schedule 2 separate ACH payments.
  
  Despite adding the new bank account and setting it as the default, the tenant manually selected for their payments to be withdrawn from the bank account ending in "1337" (existing bank account). See screenshot from their live session that day attached.
  
  This information was summarized to them before authorizing the payment. They also should have received an email with these details moments after scheduling the payment, at which point there was still enough time to edit it.
  
  The payment ultimately failed due to user error. Per our Terms of Use - In the event that an ACH payment is not honored by the tenant's bank, a $15 NSF fee will be added to their next payment made through Avail. That fee is retained by Avail to offset our costs incurred. There are no fees billed by Avail for failed credit/debit card payments. 
  
  Despite this, we have reached out to the customers and waived the two fees as a one-time courtesy.

• Initial Complaint

  Date:07/05/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 listed my property on Avail website for rental advertisement. They verified everything including my email. At the end of the listing, they asked for my social security number and my birthday. I thought the request was odd, but i entered the information. I was then locked out of my account. They asked for sensitive information i don't share online because it can result into identity theft and is detrimental to my property. I told them i did not want to share such information and asked to release my account so i can delete my information. They refused to do so. They hijacked my images and my information, and they are holding it hostage unless i submit the sensitive information they were asking for, which is suspicious and sounds fraudulent. They did the same thing to my property manager in 2022 but i was not aware. I need access to my account to delete all my information. I DO NOT WANT TO LIST MY PROPERTY WITH AVAIL. They don't have the right to hold my information hostage. See the three pages supporting document i uploaded about the information they were asking me to provide.

• Initial Complaint

  Date:06/26/2024

  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.

  Avail has closed my account created as I am not comfortable with providing the *** data requested (photocopy of my physical Driver's License) uploaded to them. **********************'s verification policy offers other methods to verify identity, but the person I was communicating with would not consider any of the methods written in their policy. The policy does not mention providing a copy of a Driver's License that would be kept on their systems, which is a huge concern with all fraud and data breaches going on in the world. I would like the opportunity to use one of the other methods to verify my identity and turn my account back on. I've attached the email train with Avail on this.

  Business Response

  Date: 06/26/2024

  Thank you for escalating this concern. I have just emailed instructions for a new process we are testing that can avoid the need to upload IDs and submit a selfie. I hope this works well for you and we are able to restore your access.

  Customer Answer

  Date: 06/27/2024

   
  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 attempted the provided method of verification and was successful in completing without having to provide a physical copy of DL and a selfie.  Much better!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avail processed my rental payment after landlord cancelled his business.May 12 Tried to set up rent payment on Avail website. Pop-up said, An Error Occurred. May 13 Landlord tried to fix issues with Avail. May 14 First issues with Avail payment. Avail told me to have landlord contact Avail.May 15 Avail website told landlord that rent payment was made.May 21 Email from Avail stating the payment will be withdrawn on 5-23-2024. Avail told landlord that monthly payments were set up.May 22 Avail sent me an email stating the landlord also has a new account and is in the process of being approved and due to that the payment processing will be delayed. Once the approval process is complete, they will follow up with both of us and allow the payment to process. **This was not done!!**May ******************** he was not using Avail due to the issues with payments.May 26 I messaged Avail to cancel my payment, and Avail told me that there was nothing that could be done. ******** stated he told Avail that he wasnt going to continue with Avail anymore.May 28 Payment was processed from my bank account.May 29 Messaged Avail about the rental payment they took out when my landlord wasnt using Avail. ******** was told by ******** that the rental payment would deposit into his account May 31st. ********************** told me to have bank stop payment. My bank told me that it couldnt be stopped b/c the payment was already taken from my bank.May 30 Messaged Avail to confirm that the payment would be deposited into my landlords account May 31st. ******** told me today that his account was never approved, so it wouldnt be deposited. Had to wait 60 days to have Avail return money. 1. Why was payment taken out of my account prior to my landlords account being approved? 2.Why was payment taken out of my account when my landlord ceased business with Avail?

  Business Response

  Date: 06/11/2024

  This is an extremely rare scenario and I am sorry for the inconvenience caused. I am very glad to see that the funds have been returned to you successfully.

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Londonpenelope 729 by ********************** ************ Her P.O. Box ***** ************, ** ***** She electronically signed the lease at 5:26pm on 12/06/2021 ID ************ care of ************************ the *** **************************************************************** is well aware of the $300,000 in cash she was given by *********** scammed tenants at ************************************************************************. I have personally sent certified letters to avail and called since 01/2021-2/2024 nobody answered the phone. Lease *********** was created with Avail software .

  Business Response

  Date: 03/13/2024

  We have no record of accounts or transactions of any party noted in this complaint.