Complaints

This profile includes complaints for Jetty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jetty

  14 Wall St Fl 20 New York, NY 10005-2123

  
• 

  Jetty

  37 W 20th St Ste 1101 New York, NY 10011-3713

  

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:07/20/2025

  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.

  I have made several email attempts for detrimental time frame of changing policy coverage from $1 to $3k and pay difference to be owed..I got email back regarding Jetty benefits. I have yet to receive resolve so I do not lose my apartment over it.

  Business Response

  Date: 07/23/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.

  This Consumers bond coverage has been updated as of 7/21/2025, and we consider this matter to be resolved.

  Customer Answer

  Date: 07/24/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:07/11/2025

  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.

  I am filing this complaint regarding Jettys handling of a rental deposit claim that was submitted without my authorization and for an incorrect amount.Jetty submitted a claim against my deposit based on an inflated bill from my former apartment complex. I had been actively disputing the charges directly with the property, and the bill was recently corrected and updated to the original, lower amount. I never authorized Jetty to pay or process the original claim while the dispute was ongoing.Furthermore, I attempted multiple times to contact Jetty to provide an update and clarify that I was still working with the apartment complex. There is no reliable or timely way to get in touch with a representative no phone number, no clear contact process which has caused unnecessary stress and ************ of today, I am still waiting for confirmation from Jetty regarding whether they proceeded with the incorrect claim. I have informed them that if they decide to pay the original amount, I do not intend to reimburse them because I did not ask for that claim to be honored. I am fully willing to pay the corrected balance directly to the property myself.Jettys actions have caused unnecessary confusion, financial stress, and delays in resolving a matter I was actively managing. I am seeking a fair resolution and accountability for the miscommunication.

  Business Response

  Date: 07/11/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty is obligated to pay claims made by the property up to the bond limit and the Consumer agrees to reimburse Jetty for any paid claims. Repair costs and/or any other claimed costs are determined directly by the property management company and Jetty does not have control over the costs assessed. If the Consumer feels that the costs for the repairs, or any other claimed amount by the property, is unreasonable the Consumer would need to dispute the amounts directly with the property management company. If a reduction in cost occurs the claim payment to the property will be reduced by Jetty and the amount Jetty charged back to the Consumer would be reduced ************** update a claim, please reach out to Jetty ************* with documentation supporting a different resolution with the property or landlord.

• Initial Complaint

  Date:07/09/2025

  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.

  I took out a jetty bond for a lease I had with *********. I believe they have some sort of agreement with property management companies. After spending 1500 on professionals to clean, shampoo carpets, paint, and do the lawn care, my property management still filed a claim charging for some of these services. The property management sent me a bill via email and told me I had an allotted amount of time to respond and dispute but it must be IN WRITING, mailed and received by this date or theyd file a claim with Jetty. Well, even before the date I was given, they filed the claim. I reached out to Jetty and asked if this would be investigated as I have pictures and receipts. I was told a claims adjuster would review the claim and Id hear back. I never heard anything from a claim adjuster. I did, however, get a notification that they approved the entire claim and that I was on the line for the entire balance, along with a few different payment plans. I truly believe at no point was this really investigated or they even cared to hear both sides to the story. Jetty gets paid monthly, they property management can claim whatever they want and you have NO CHOICE but to pay jetty the claim back. Its a win-win for both companies and lose-lose for the consumer. This entire service is predatory in nature. It preys upon people who cannot afford large home deposits and then punishes them in the end.

  Business Response

  Date: 07/11/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty is obligated to pay claims made by the property up to the bond limit and the Consumer agrees to reimburse Jetty for any paid claims. Repair costs and/or any other claimed costs are determined directly by the property management company and Jetty does not have control over the costs assessed. If the Consumer feels that the costs for the repairs, or any other claimed amount by the property, is unreasonable the Consumer would need to dispute the amounts directly with the property management company. If a reduction in cost occurs the claim payment to the property will be reduced by Jetty and the amount Jetty charged back to the Consumer would be reduced ************** update a claim, please reach out to Jetty ************* with documentation supporting a different resolution with the property or landlord.

• Initial Complaint

  Date:07/01/2025

  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.

  Hello Jetty services has been illegally taken money out of my account. They are no longer contracted with ***********************. I have made multiple attempts contacting jetty about this issue. Theyre still taking money out of account and refusing to refund my money. All residents received a letter stating that they will receive there security deposit back due to new ownership.

  Business Response

  Date: 07/09/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty Deposit is a financial agreement between the consumer, the property, and Jetty. For a small non-refundable premium, Jetty protects the property from lost rent or property damage, and you save on move-in costs. Although this Jetty Deposit bond was set up with another owner/management, the Consumers Jetty Deposit provides coverage as long as the resident named on the bond is still residing at the property. This is true even if the new managements name is not listed on the documents.

  In the event that the Consumer chooses to cancel the existing bond and elect a cash deposit paid directly to the property (or no deposit depending on their requirement), they would no longer be charged for the bond going forward, and the bond protection will end as of the date your property approves of this change. Jetty has reached out to the property to confirm the Consumers switch to a cash deposit but has not yet received a response. We recommend the Consumer reach out to the property and ask them to verify this switch to Jetty.

• Initial Complaint

  Date:06/30/2025

  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.

  I applied for an apartment with The ****** in ******, **. After being approved, I was sent an email from Jetty concerning the option to do security deposit required on June 17, 2025. My approval was reversed on our move-in date of June ******* and I have been having issues reaching Jetty for a refund of my security deposit ever since. The leasing office handled this very poorly but regardless of that we never moved in and all attempts at contacting Jetty has been met with an automated message of no agent being currently available. No matter what time of day its the same message then a disconnect. I emailed the ******************* and ******************************* also with no response. A very disappointing situation has turned very sour at having issues getting any resolution on what is a large sum of money for my family and I. We are in need of it to move forward and it seems Jetty has not made it easy to get it ******* one should have to file disputes with their bank for an issue IF a company is credible in their business. Make it easy to contact you in situations where a person never moves in without having to check required boxes online that have no relevance to an applicant in that circumstance.

  Business Response

  Date: 07/03/2025

  **** is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. Because Jetty Deposit is a binding 3-way agreement, we cannot cancel this bond without confirmation from your property. Jetty reached out to the property and received confirmation of the Consumers move out on 7/2/2025. As of 7/3/2025, the Consumers bond has been cancelled. Because the Consumer disputed this charge with the bank, Jetty is unable to process a refund. The Consumer should contact their bank for next steps, but Jetty considers this matter to be resolved at this time.

• Initial Complaint

  Date:06/23/2025

  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 don't understand why a collections agency is contacting me for something I paid for. The $265.15 was paid in full on April 8, 2025. I paid online to JETTY INSURANCE, ********************************************. Jetty needs to review there records because I have my proof that it was paid.

  Business Response

  Date: 07/11/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Jetty did find that this Consumer was mistakenly sent to collections after making their payment. The payment has been recalled from the collections agency as of 7/11/2025. Jetty appreciates this issue being brought to our attention and has taken steps to ensure this will not occur going forward.

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I need something in writing e-mailed to me that this matter has been closed with an apology from Jetty for making this mistake. Thank you 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* *******
  
  
  
  
   
  

• Initial Complaint

  Date:06/14/2025

  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.

  I put in the wrong amount for my Bond and am attempting to get it adjusted. The phone number provided had no operators available so you cannot call. After 10 emails from me and an email from the leasing office all I get in return is a survey to fill out. This should be an easy fix and my move in date is quickly approaching though I cannot move in until this is corrected. I need someone to contact me about fixing the issue as the ************** has not been contacted back either.

  Customer Answer

  Date: 06/14/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/04/2025

  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.

  On Monday, June 2 I set up a policy with Jetty Deposit for my son and daughter in law. I have been trying to contact someone at Jetty to assist me in changing the name on the policy as I inadvertently put my name where I should have put theirs but have not been able to reach anyone as they are a fully digital format with no live customer assistance. I have attempted multiple times to email them with no response, other than evaluations emailed to me to the responses I never received. I have tried their automated help system but it sent me in circles, eventually leading me to a webpage that states "400: Bad Request". I feel the service advertised is misleading, fraudulent and literally steals your money. Though it states it's "non-refundable", I am asking for a refund of my $140 and a cancelation of my policy. When I have tried to cancel the policy on the website, I get the webpage that states "400:Bad Request".

  Customer Answer

  Date: 06/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/29/2025

  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.

  Jetty failed to abide by the contract terms of my bond agreement. My agreement states I would be allowed a "Walkthrough" with Property Owner and that the property owner must first send the final balance to the tenant after moveout, giving the tenant the opportunity to pay the balance before a claim is filed with Jetty.Jetty did not have a walkthrough established with the property manger. They changed and said we would compare your pictures to theirs, I never was asked to submit any pictures. I then received notice of a claim from Jetty by my previous management company ***********************. I filed an appeal because the protocol was not followed. I explained that *********************** never sent me a final bill, never gave me a walkthrough. I requested that they forward me any communication *********************** sent regarding the final balance. Jetty did not investigate my appeal, but paid the claim immediately and threatened to send it to collections within 2 weeks. I paid the balance to avoid collections and then they stopped communicating with me.Jetty works with/for the ***************************, they will approve the claim and do no investigation or follow up on appeals. Jetty approves claims submitted by property managers at a very high rate which is alarming. This company is a predator for consumers who are looking to move and need to save money. In the end they are going to make certain you pay a deposit plus fees totaling considerably more than just paying the deposit upfront. Jetty should not be allowed to make false claims regarding the process in which the contract is executed. They do not offer tenants a walkthrough and they approve claims without the tenant being properly notified of a balance, allowing you to resolve without escalation.

  Business Response

  Date: 06/10/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty is obligated to pay claims made by the property up to the bond limit and the Consumer agrees to reimburse Jetty for any paid claims. Repair costs and/or any other claimed costs are determined directly by the property management company and Jetty does not have control over the costs assessed. If the Consumer feels that the costs for the repairs, or any other claimed amount by the property, is unreasonable the Consumer would need to dispute the amounts directly with the property management company. If a reduction in cost occurs the claim payment to the property will be reduced by Jetty and the amount Jetty charged back to the Consumer would be reduced accordingly.
  To update a claim, please reach out to Jetty ************* with documentation supporting a different resolution with the property or landlord.

• Initial Complaint

  Date:05/19/2025

  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 used Jetty's services for 15 months at my previous apartment complex. When I moved out of that apartment, the management filed a claim with Jetty stating that I did not pay 5 months of utilities and Jetty overpaid them by $300. Jetty has now proceeded to harass me to repay them a total of $800, the overpayment included in that number, and had not provided me with any documentation to prove that is the amount actually owed. I have in written record that the amount they are harassing me for is incorrect by the previous apartment complex management team with documentation showing that I should only be charged for a 3 months, not 5. I have in writing that I showed a zero balance when I left the complex and only owed around $500 due to apartment complexes backdating 90 days on paying for utilities. No one at Jetty will acknowledge the fact that the apartment manager gave them documentation disputing this issue and told me that 1. I had to handle the situation with the previous complex and 2. I still owed them $800 since they already paid the claim. I am not asking to negate the amount that I ACTUALLY owe, I have repeatedly asked to pay ONLY what I owe. It is not my fault that Jetty overpaid and did not ask for any documentation. It is not right nor professional to obfuscate questions being asked by a customer or a complex management team that is directly stating that something is wrong with the charges. I find it ridiculous to extort a customer and disregard any type of communication except for, here's where you can pay your invoice. This situation is affecting my rental history, which is unblemished, and has the potential to have an extremely negative effect on my credit. I want resolution through proper communication and will absolutely pay the amount that I actually owe, but not a ***** more than that. I have documentation that shows the amount is around $500, I will not pay the extra that was taken from Jetty.

  Business Response

  Date: 05/29/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.

  This complaint has been escalated and Jetty has requested the most updated ledger from the property to confirm if there was an overpayment of this file. 

  Customer Answer

  Date: 06/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I find this to be ridiculous. Not only have I already provided this information to Jetty, but the property manager sent the information to Jetty and explained that he showed we did not have a balance owed. He included all ledgers in an email that Jetty and myself were attached to. So it seems like there is a bit of feigning ignorance on this topic.

  Attached is my last ledger from the lrevious complex that was forwarded to me by the property manager. It shows that we left with a zero balance and did not have any remaining unpaid fees. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have already submitted the most recent ledger. It is now on Jetty to request the information from the apartment community. I don't see how it is my burden to bear when Jetty accepted a false claim. I have also submitted an email as well as the property management team submitting an email stating that I had a zero balance. Jetty has record of this and is choosing to omit this information.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  Business Response

  Date: 07/03/2025

  Jetty has reached out to the property multiple times. At this time, we have not received a response so we will be cancelling the claim payment made to the property.

  If any outstanding issues persist, please reach out to Jetty Customer Care.