Complaints

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

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  Rently.com

  6300 Wilshire Blvd Ste 620 Los Angeles, CA 90048-5208

  
• 

  Rently.com

  880 Avenida Acaso Camarillo, CA 93012-8707

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:06/16/2024

  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 app is horrible! I wish someone would create a more effective version and put them out of business ASAP. Everyones accounts keep locking up and you can never get immediate help. The security is a bunch of people overseas that are very rude and you rarely get a response. Very frustrating to say the least ***** rating everytime. When you ask the issue they never give you a straight answer. I believe its a black market scheme for info at this point. Theyll have a lawsuit for sure.

  

  Business Response

  Date: 06/18/2024

  Hello - 

  Thank you for bringing this case to Team Rently's attention. 

  After account review, our Security Team noticed 3 accounts associated with the same email and phone number. Per Rently protocol, only 1 account may be associated with a phone number and email. Accordingly, your original and subsequent accounts were flagged. Following manual review on 6/16/24, your account is now pause free. Please log in normally or utilize the 'Forgot Password' feature. Do not create another account. 

  Last, we apologize for the frustrating Renter Support experience. We are in process of reviewing communications between you and our Renter Support team to determine where we may improve. Rest assured, Rently ensures personal information is utilized and stored securely.

  Wishing you all the best in your home search! Should you wish to provide further feedback, please contact ******************************.

  Kindly, 

  Team Rently

• Initial Complaint

  Date:05/29/2024

  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.

  My wife and I paid for unlimited house tours for 60 days to view potential rental properties. We scheduled tours and viewed houses for two weeks without much issue. We were then blocked from scheduling tours with one company through rently, then another. Eventually we were blocked from scheduling tours for nearly every company through rently. Finally, rently just went ahead and blocked our account altogether saying that wed triggered an automatic security block. We tried creating another account using my information instead of hers and paid the $5 again and my account too was immediately blocked. We called customer support who informed us they couldnt do anything and we should email their security team. We did this and then received an email 3 days later stating that their automated system has deemed your account as high risk. We didnt use the app for anything other than viewing houses and scheduling tours, so I dont know what suspicious activity we could have possibly done. We either need our account unblocked so that we can use out the remainder of our 60 days or a refund of the money charged.

  

  Business Response

  Date: 05/29/2024

  Hello - 

  Your complaint has been received and reviewed.  

  After reviewing the accounts associated with the phone number provided, we can confirm two accounts are associated with the same number. The original account associated with the phone number provided looks to have been deleted after two pauses were placed on the account - security flag & specific property management company flag. We understand the thought process of creating a new account to bypass the pause, however, only one account may be associated with one phone number at a time. Accordingly, the second account created tied to the same phone number triggered a pause as well. 

  After deeper review, the original account underwent manual pause review on 5/20/24. The pause was removed on 5/20/24. 

  Please log into your original account moving forward and utilize the 'Forgot Password' feature if you have forgotten your password. Do not create an additional account associated with any phone numbers, emails, or IDs associated with prior accounts. Further details on account specifics have been sent to your email. 

  Last, an $11.99 refund has been initiated. 

  We look forward to connecting further via email. Should you need additional assistance, we are glad to connect directly via ******************************. 

  Kindly,

  Team Rently 

• Initial Complaint

  Date:05/23/2024

  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.

  I spoke with ***** and he states no one has access to unpause my account. ********************** is not allowing me to view any of the Main Street homes. I requested a supervisor and ***** stated there is no supervisor available. This has been ongoing for over a month.

  

  Business Response

  Date: 05/24/2024

  Hello - 

  Thank you for sharing your experience. 

  After account review, we can confirm Main Street Renewal (MSR) placed a pause on your account. MSR sets their own security and self guided tour criteria within the Rently platform. As such, you entered a flow managed by MSR. Team Rently encourages you to contact MSR directly to discuss account pause rationale and a pathway forward. To support your outreach efforts, Team Rently will send an email via ****************************** providing alternative touring solutions and further detail.

  We appreciate your understanding and look forward to supporting your communication with the appropriate property management personnel. In the meantime, we have initiated a partial refund. For further support or feedback, feel free to contact ****************************** directly. 

  Kindly, 

  Team Rently

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21751868
  
  I am rejecting this response because: I spoke with a representative from Main Street renewal and he stated Rently paused the account. There is no reason why my account should be paused. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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 paid for unlimited views with rently. My husband and I using rently to find a home for our family. After viewing about 7 homes my account was paused. I reached out to rently security and they declined releasing the lock on my account. I had a previously account with rently in 2022 under another email address. I'm not sure if that's the reason why the locked it. I'm requesting again for paused to be removed from my account my family needs to find a home. I feel like I got scammed and no justified reason.

  

  Business Response

  Date: 05/08/2024

  Hello - 

  Thank you for bringing this situation to our attention. 

  After reviewing your account, we noticed all Renter Support touchpoints and the pause itself occurred between April - May 2023. Fortunately, since then, Rently has made improvements to our pause removal process including added permissions for our Renter Support team! In other words, our Renter Support team is now equipped to remove most pauses over phone or email. Should you run into any other issues (we sure hope not!), feel free to reach out to ********************************* or **************. 

  In the meantime, we have removed the pause associated with your account. You should now be able to resume touring immediately (5/8/2024).Wishing you all the best in your home search! 

  Kindly, 

  Team Rently

  Customer Answer

  Date: 05/08/2024

   
  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.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:04/27/2024

  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 live in an apartment community, **** at ***********, that uses the Rently smart home app to control door locks and monitor home appliances such as the air conditioning, kitchen outlets, and monitors kitchen faucet leaks. The rently hub went offline on Wednesday, April 24,2024 at 11:00 am. I called rently support later that evening since I was at work all day and the Technician tested but was unable to get the hub back online. He said I would need to contact the **** at *********** office. I submitted a maintenance request and the maintenance man came on Friday and on April 26, 2024 around 4:00 pm and replaced the hub. He worked with the rently support for about an hour and then they were able to get the hub back online. At 11:00 pm on Friday, April 26 the hub went offline again. I contacted Rently support again and they said to contact rently orders to get a replacement hub and didt try to help get the hub back online. The Tech support from Rently are not very helpful and often stay on the phone in silence and do not offer any solution to the issue. I am requesting help from BBB to with help me resolve my issue with getting the hub back online. Thank you in advance for your help. Below is my contact information. **********************************************************************************. Phone ************.

  

  Business Response

  Date: 05/06/2024

  Hello - 

  Thank you for brining this case to our attention. The detail provided was incredibly helpful.

   After looking into your case further, our Director of Technical Support indicated the persistent issue was resolved during the week of April 29, 2024. We are glad the Hub is back online after SIM card correction! 

  Last, but certainly not least, we appreciate your Technical Support team feedback and will be sure to use this example as a learning opportunity. 

   Should you run into any other issues (we sure hope not!), feel free to contact ****************************** directly. 

  Kindly, 

  Team Rently

• Initial Complaint

  Date:04/27/2024

  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 have been using the rently app to self tour homes with my family after paying the $4.99 unlimited home tours fee. After about a week and a half rently clocked my account due to suspected fraud. After attempting to contact their security department multiple times,as advised by their help line I contacted each of the property managers for the houses. Everyone of them said it was blocked on rently's end and only they could rectify the situation. Each created and email requesting the block be lofted and said it was sent to rently on my behalf. I have again tried to call, email and create a ticket for an agent at Rently to return my call. I paid for this service as my family and I need to find a place to live in the next 2 weeks. We close on our home on May 17 and depend on a service that allows us to find our next home. After reading these complaints from others I can't imagine how a business who consistently takes people's money and does not give the promised service or avenue for help, can still be in business.

  

  Business Response

  Date: 04/30/2024

  Hello - 
  We apologize for the inconvenience caused recently. 
  
  After account review, we can confirm two unique property management companies placed a pause on your account. Each of these companies set their own security and self guided tour criteria within the Rently platform. As such, you entered a flow with both of these companies. Both companies have been contacted by Rently bringing your case to their attention. To support your outreach efforts, Team Rently will send an email via ****************************** providing alternative touring solutions and further detail.
  
  We thank you for your feedback on Rently's Renter Support team and unique property management teams. Team Rently is committed to improving renter support. Our clients, the respective property management companies, have been notified as well. 
  
  We appreciate your understanding and look forward to supporting your communication with the appropriate property management entities. In the meantime, we have refunded the $4.99 to your account. For further support or feedback, feel free to contact ****************************** directly. 
  
  Kindly, 
  Team Rently

  Customer Answer

  Date: 05/04/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/23/2024

  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.

  Rently is plagued by inefficiency and poor customer experience, evident in numerous complaints. They chose to spend their time giving lackluster responses here rather than correcting the issues that have been countlessly identified. I traveled 2.5 hours only to have my account paused due to alleged suspicious activity. I was told that I tried to check into the home prior to arriving at the property which triggered the pause and I would need to contact security via email which could take up to ******************************************************************************************** that I was actually blocked by the property manager and that security will try their best to respond within a week. It is unacceptable to be told conflicting things by two members of the same company. Due to this discrepancy I took time off of work and paid for a hotel as I was assured the account pause would be resolved by morning. I contacted the property management company who confirmed they did NOT flag me as a security risk and they would reach out to Rently to see what could be done to resolve this matter. To be honest, it doesn't matter who did it but for neither party to know how to resolve a clearly repeated issue is embarrassing. Customer support also told me that security is their top priority which made me audibly laugh because the one home I was actually able to view, had a squatter inside and I, of course, couldn't get ahold of anybody to report it. I finally received a response from security where I was told I was banned due to being "high risk". I have reached out countless times requesting specifics on what went into this decision and have received nothing, highlighting that my suspicions of this being discrimination were correct. This company is full of incompetent, unprofessional, unhelpful, bigots who willingly participate in discrimination and do not care about customer experience. I have nothing good to say and believe Rently should not be in business.

  

  Business Response

  Date: 04/25/2024

  Hello - 

  We are sorry to hear your Rently experience wasn't positive. After reviewing your account, we noticed three pauses associated with it. 
  

  One pause, location verification, has been removed from your account. To support our app, Rently utilizes automated software in certain instances. We recognize the automated systems we employ to help manage these efforts dont always get it right. In your case, the software flagged in an abnormal area relative to account set up. Our team is consistently working to create better flows encompassing situations such as multi-city searches due to relocation. Your feedback is noted and appreciated. 
  

  As for the remaining pauses, we can confirm two unique property management companies placed a pause on your account. Each of these companies set their own security and self guided tour criteria within the Rently platform. As such, you entered a flow with both of these companies. Both companies are aware of your situation and request you contact them directly. To support your outreach efforts, Team Rently will send an email via ****************************** to get you connected with the right folks at each of the property management companies.
  

  Last, we apologize for the frustrating Renter support service. Each of your interactions have been escalated to management for review. 
  

  We appreciate your understanding and look forward to supporting your communication with the appropriate property management entities. In the meantime, we have refunded the $4.99 to your account. For further support or feedback, feel free to contact ****************************** directly. 
  

  Kindly, 
  Team Rently

• Initial Complaint

  Date:03/20/2024

  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.

  Rently.com is supposed to be a website that you are trusting them through Plaid and they are saying this is secure and I am not secure. They are scamming people.I would like a refund.

  

  Business Response

  Date: 04/02/2024

  Hello - 

  Thanks for your input.

  After reviewing you account, we do not see instances in which your account *** have been paused due to insecure activity. With that being said, we would be glad to review any additional detail you *** have. Please provide a screenshot, error message or more detail, if available, to ****************************** and we will look at your account further. 

  A partial refund has been issued at this time. We unfortunately cannot provide a full refund as there were a handful of successful tours after February 5, 2024 (payment date). 

  To learn more on Rently's safety, security and scam prevention actions, feel free to review a few of our blogs: 

  ********************************************************************************************************

  *******************************************************************************

  Kindly, 

  Team Rently

• Initial Complaint

  Date:03/17/2024

  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 created a Rently account back in 2022 and used it for a home tour but ended up living with a family member, so I didn't need to rent. Now I am in the process of renting and looking to tour but Rently has locked my account and no agent is able to unlock it, neither does their advice to contact the property management companies has proven helpful. Furthermore, it says my account was locked due to verification issue but there is no provision for me to reverify. I then closed my account and created a new one but automatically got the same message once I verified my ID, so now I am at a loss for what the issue really is. I have contacted support via chat and calls multiple times in the past week but no resolution.@Rently, please find a way to make this process easy for us to tour homes/apartments, as our livelihoods depends on this. We are already paying a fee just to be able to tour these homes. Thank you!

  

  Business Response

  Date: 03/22/2024

  Hello - 

  Thanks for sharing your experience using Rently. 

  We've sent an email your way to share a bit more on the account pause and outline a pathway forward. In the meantime, we've issued a refund. 

  Please note, many property managers offer agent led tours, booked through Rently, as well! This is often a great option in lieu of self guided tours whether temporarily or indefinitely. 

  Kindly, 

  Team Rently

• Initial Complaint

  Date:03/15/2024

  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.

  My husband and I used Rently for many years and was able to find two rental properties over the course of years. It was my go-to app to look for homes and my recommendation to everyone I knew who were looking to move. However, after paying for more viewing credits, my account was suddenly on hold for security reasons. I am unaware of what I did wrong. I spoke with customer service a few times for them to tell me, there is nothing they can do to take the hold off and that they could not tell me why it was blocked. I honestly feel betrayed by them. I am now trying to relocate to ********** with my family and still, my account is blocked. I am regretting telling many people to use rently because this too may happen to them. Im sad.

  

  Business Response

  Date: 03/22/2024

  Hello -
  
  We sincerely apologize for the inconvenience when using the SGT *** recently. Your satisfaction is important to Rently. 

  To support our ***, Rently utilizes automated software in certain instances. In this instance, our software indicated you have two accounts and flagged both to ensure Renter security and authenticity. After manual review, the pause has been lifted on your account. Please log into your account and ensure you do not create another account. If you've forgotten your password, please proceed with the 'Forgot Password' pathway. 

  Wishing you all the best in your home search! We sure hope you'll continue to recommend Rently to others. Should you have further questions, please contact ****************************** directly. 

  Kindly, 

  Team Rently