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:04/03/2025

  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 paid TenantCloud ***** on 03/23/25 for a screening to qualify for a rental property located at *********************************************************************** I filled out the application but the application calendar would not by pass the year of **** my birthday is ********** I could not type my birthday in the system manually, so the wrong birthday year was on the application. I clicked on the option to approve the screening and a response directed me to contact Transunion, when I called Transunion they informed me that my birthdate is incorrect and who to notify to get this issue resolved. I called the contact person more times than I can count that Transunion informed me to call but the MB was full, I didn't hear anything from ********* until 04/01/25 via email. I received an EM from TenantCloud 03/25/25 informing me that the screening request will expire in 2 days, I replied back to them stating that I needed to correct my birthday and I got no response. Finally they sent me an ** stating that my application was declined because the property was no longer available. My application was declined because they couldn't get the screening done and I want my money back because it is not my fault that their system had a glitch and there was no one available to assist me in correcting the issue before the deadline. I have sent them multiple EM's requesting my money back TenantCloud will respond. I do not have ***** to just give away. Please reach out to TenantCloud for me or provide me with a contact # for me to call, unfortunately the # that I was calling previously to get started with the process is no longer valid. That # is **********. Thank you in advance for your assistance. ****** Blackwell ********

  Business Response

  Date: 04/07/2025

  Hello, 

   

  My name is ******, and I am the Head of Customer Support for **********************. 

  Upon reviewing the complaint, we received the first email from ****** on 4/4, which was a forwarded message from ******************************** which is a no reply email. Sadly, when the team responded, the decision had already been made by the landlord. As for the refund, since the screening report was not completed, the funds were refunded back to ******** card that she used to pay for the screening request. We have let our team know about the issue regarding the date range for the birth year and they are looking into why this is happening. 

• Initial Complaint

  Date:01/22/2025

  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.

  Tenant cloud app keeps charging me rent reporting and I cant cancel it or delete my profile due to my Realestate agent not canceling my lease on the app. I have requested since November last year that my lease be deactivated after we moved on November 25th but it hasnt been done. I am continually getting charged rent reporting even though I no longer pay rent for that property or have a lease.

  Business Response

  Date: 01/23/2025

  Dear ********,
  Thank you for bringing this to our attention. We understand your frustration and apologize for any inconvenience caused.
  Please note that deactivating the lease on the platform is the responsibility of your real estate agent or landlord. We recommend following up with them directly to ensure the lease is properly deactivated.
  In the meantime, you can disable the rent reporting feature from your account to stop the charges. Once this step is completed, we will issue a refund for the rent reporting charges incurred from December to the present.
  If you need assistance with this process or have any additional questions, feel free to reach out to our support team at **************, and well be happy to help.
  

  Best regards,

  Trent - TenantCloud Support

• Initial Complaint

  Date:07/19/2024

  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.

  On 7/11/2024, I paid $31 dollars to the company aforementioned to apply for an apartment located on ******* s. *******, ************ **. On July 16,2024 i called ********** and spoke to the office secretary *******. She confirmed that the apartment was already rented. I should have been notified prior to applying and paid the fee.I'm a Disabled Veteran trying to get back on my feet and it's completely unacceptable not to mention illegal to defraud customers.

  Business Response

  Date: 07/23/2024

  Hello,
  

  Thank you for bringing this matter to our attention. We understand your frustration regarding the application fee paid to the management company.

  Please note that TenantCloud operates solely as a software provider for property managers and does not handle financial transactions or fees directly related to rental applications. The fee you mentioned was paid directly to the management company, not to TenantCloud. Therefore, we recommend contacting the management company directly to pursue a refund.

  Additionally, we have searched our records using the email address you provided but could not locate an account associated with it. If you believe there may have been a misunderstanding or if there is any other way we can assist you, please let us know.

  We apologize for any inconvenience this situation has caused and hope for a swift resolution regarding your application fee refund.

  Best regards,
  TenantCloud Support

  Customer Answer

  Date: 07/24/2024

  Complaint: 22008270

  
  I am rejecting this response because:

  The fee was paid to Tenantcloud as it appeared on my bank statement.  To deny that fact, they were misleading consumers.   
  

    If the fee is not refunded, I will pursue the matter with the **** agency.
  

  Regards,
  
  ***************************

  Business Response

  Date: 07/30/2024

  *******,

  We were able to contact the landlord on your behalf and a refund has been issued back to your card. You will see this refund within 5-10 business days. 

  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  

  Thank you for giving us the opportunity to address and resolve your concerns.
  

  Sincerely,
  TenantCloud Support
  

  Customer Answer

  Date: 07/30/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:06/27/2024

  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 was provided with a lease by my landlord on April 28. 2024 via TenantCloud, which I reviewed and signed through the app. To my best recollection, the dates were confirmed to be for the new year (May 1, 2024 ending on Apr 30, 2025) and everything was in order. I was not able to save a copy of the lease at the end, as the copy that was listed as an attachment was the previous years SIGNED AND DATED ALREADY by me on April 28, 2023. All previous leases, all showing my signature and the date signed at the bottom, I assumed there would be a new copy provided after signing. Being that there is an issue every year, I let it go and signed. To my surprise, my new rent invoice was more than the original amount I had resigned and there were additional utilities listed as my responsibility. Once again, checking the attachments, while the document name was updated, the dates listed within were last years WITH last years signature. I placed a Ticket #****** and contacted my landlord.Unfortunately, with no proof, it was advised by Tenant Cloud that I had somehow signed last years lease and referred me back to my landlord. Neither party has been able to provide a copy of what I signed. No explanation as to how the signatures are added to the documents, why I have a copy of every previous year signed and dated except for this year. If I signed and dated something, the landlord should be able to provide a copy. I have no received a response from my landlord and my ticket was closed. The point is not whether or not I misread the document but that no one can prove it to me. I shouldn't have to rely on my landlord, who very well may be trying to rip me off, to provide this proof. In any other circumstances, I would have a copy in hand immediately. Furthermore, one party could just as easily provide a fake document and attach the picture of my signature and the date. There's no way to know either way. There is no protection on a legal document.

  Business Response

  Date: 07/02/2024

  Hello *******,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address your concerns.We want to clarify that TenantCloud is a software platform used by property managers to manage their properties, leases, and tenants. We do not have direct involvement in the lease agreements between tenants and their landlords. Our role is to provide the technology that enables property managers to conduct their business efficiently.

  Regarding your specific concerns:

  1. Lease documents: The creation, management, and storage of lease documents are the responsibility of your property manager. TenantCloud does not generate, modify, or store these documents independently.
  2. Signatures and dates: The process of adding signatures and dates to documents is controlled by your property manager through our platform. We do not have access to or control over the content of these documents.
  3. Document availability: The availability of lease documents, including current and previous versions, is determined by your property manager. TenantCloud does not have the ability to provide or withhold these documents.
  4. Ticket #******: Our support team's response was based on the limited information we have access to as a software provider. We always refer users back to their property managers for specific lease-related inquiries, as they have full control over and access to this information.
  

  We understand your frustration regarding the inability to obtain a copy of your signed lease. However, this is a matter that needs to be resolved directly with your landlord or property manager. They are responsible for providing you with copies of any documents you've signed.

  We recommend that you continue to communicate with your landlord or property manager to resolve this issue. If you believe there has been any misrepresentation or fraudulent activity, we advise you to seek legal counsel to understand your rights and options.

  TenantCloud is committed to providing a secure and efficient platform for property management, but we do not have the authority or ability to intervene in disputes between tenants and property managers. We hope this clarifies our role and helps guide you towards a resolution with the appropriate parties.

  If you have any questions about how to use the TenantCloud platform itself, our support team would be happy to assist you.

  Sincerely, TenantCloud Customer Support

  Customer Answer

  Date: 07/02/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/27/2024

  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.

  This company auto-renewed my credit card without my permission. I have not been able to access my account since January 19, 2024. When I called support, I was told that I should have an email with verification codes. When I created my account, that was not a necessary feature and I have no codes. I have provided the credit card number charged, date, and the amount. I have provided a selfie holding a current driver's license. Then I received an email from their fraud team asking for a videoconference call. I agreed and will complete when my schedule permits. However, as the account owner, I have been harassed by these microaggressions. This company could be fraudulent, could have stolen my credit card info, and now they have my driver's license.

  Business Response

  Date: 07/03/2024

  Dear *****************************,
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and aim to address any issues promptly and thoroughly.
  
  We have reviewed your complaint and have taken the following actions:
  
  1. Refund: A full refund of $144 has been issued to your account. You should see the refund reflected on your credit card statement within the next 5-10 business days.
  2. Account Deactivation: We show you were able to login to your account, cancel your auto-subscription and delete your account. All associated information and services have been terminated.
  3. Removal from Marketing List: Your email address has been removed from all our marketing lists. You will no longer receive any promotional emails from us.
  4. Account Security: Please be assured that we have taken all necessary measures to protect your personal information and maintain the security of your account throughout this process.

  We appreciate your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

  Thank you for giving us the opportunity to address and resolve your concerns.

  Sincerely,
  TenantCloud Customer Support

• Initial Complaint

  Date:11/29/2023

  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.

  In accordance with the Fair Credit Reporting Act, this creditor has violated my rights under 15 USC **** section 602 states I have the right to privacy (15 USC **** section 604a section 2) it also states a consumer reporting agency can not furnish on an account without my written instructions under 15 USCS ****b a creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.

  Business Response

  Date: 12/12/2023

  After reviewing this account and being in contact with the customer, it appears their landlord did not record their rent payment in time so a late payment was reported to the credit bureaus. We were able to help the customer and their landlord get the file corrected and updated with the credit bureaus so there is a not a negative report showing any longer. The customer said they would be removing this complaint. 

  Business Response

  Date: 12/12/2023

  After reviewing this account and being in contact with the customer, it appears their landlord did not record their rent payment in time so a late payment was reported to the credit bureaus. We were able to help the customer and their landlord get the file corrected and updated with the credit bureaus so there is a not a negative report showing any longer. The customer said they would be removing this complaint. 

  Customer Answer

  Date: 12/12/2023

  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.
  

  Regards,
  
  *************************

   

  Tenant cloud has fix the issue we can now remove the complaint 

• Initial Complaint

  Date:01/26/2023

  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.

  They charged me a bunch of fees for errors on there end end refuse to take care of the problem 45$ in fees need to be deleted im not paying for there error And I was told Id be refunded 3.5 percent fee as a credit on my account towards my rent

  Business Response

  Date: 01/30/2023

  Thank you for informing us of this issue. We did have a ticket for it with accounting and the $45 has been approved and refunded to the customer. 

   

  Thanks

  TenantCloud

• Initial Complaint

  Date:10/19/2022

  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.

  Tenantcloud will not close my account and stop billing my credit card $15 per month. The phone number shown by tenantcloud on my credit card billing is **********; however, calls to this phone number will hear a greeting saying, calls to this phone number are not answered. Want all billing amounts returned to me.

  Business Response

  Date: 10/20/2022

  Thank you for letting us know.  We have no records of the user reaching out to customer support or tickets. User can control subscriptions within their account, so we typically don't manage subscription via phone support. However, we have done a refund for a month and switched their subscription to the free version so they won't loose any of their landlord/tenant data.  

   

  ***