ComplaintsforRentReporters.com

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business falsely advertises their upfront fees on their website. They advertised a plan for $9.95 monthly, but also charges a one time fee they don't explain of $94.95. My card was charged without authorization for this fee. Immediately I contacted support by phone, chat, and email to cancel. I was told that my charge *** not be eligible for a refund per their agreement. However, in their agreement it states that I would be eligible for a refund as long as they were contacted within 7 days of initial purchase. I contacted them within 5 minutes of purchase. While I will dispute this charge directly with my bank, they cannot keep up the business practice of false advertisement and misleading consumers.

  Business response

  07/30/2024

  Hi *****,
  Thank you for reaching out.  We apologize if there was any confusion regarding our fees.

  
  We work hard to be transparent about our pricing. Our pricing page, available at ***********************************************************, clearly states that a one-time enrollment fee of $94.95 applies, followed by a monthly fee of $9.95. This information is also reiterated during the checkout process to ensure clarity.

  
  Regarding our refund policy, it states that refunds are honored if requested within 7 days of your initial rent history being added to your credit report.  This policy is detailed on our website, in our FAQs, and in our terms of use.

  
  We issued a refund of the $94.95 enrollment fee on July 18th as a courtesy. If you have any further questions or need assistance in the future, please let us know.

  
  Sincerely,
  RentReporters

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Theyve been taking money out of my account for months and I keep canceling. Im not even sure how much money they took but this time they took. $30 at one time and I had to cancel it because it kept coming theyre not even sticking to what the agreement would have been but I canceled it months ago. Ive been sending emails. Ive been calling nobodys answering or getting back to me.

  Business response

  07/30/2024

  Hi *******,
  Thank you for bringing this to our attention. We apologize for any inconvenience you may have experienced.

  
  It appears that you requested to cancel your account in March 2024. Although your account had an outstanding balance from the previous months, we took steps to address this by writing off those past due amounts even though your rental verifications were up to date and current. Additionally, the erroneous charge of $29.85 from 7/15 has been refunded. Please check your account statement to confirm this.

  
  We apologize if there was any lapse in communication. If you have any further questions or need additional assistance, please reach out to us directly, and well be more than happy to help resolve any remaining issues.

  
  Sincerely,
  RentReporters

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company to provide a service which was never provided. They've taken money out of my bank account twice and have not done anything they claim to provide on their website. I gave them all of the information requested and they have done nothing. I wanted them to either provide the service or refund my money.

  Business response

  05/29/2024

  Hi *****,

  
  Thank you for taking the time to speak with me yesterday. Again, we sincerely apologize for the lack of communication regarding the delay in processing your information, and understand the frustration this has caused.

  As mentioned in the email I sent yesterday, your information has been successfully validated. Now, we just need your landlord information and lease details to complete your rental verification.

  We're looking forward to getting your rent payments reported and will be sure to provide updates throughout the process. Thank you once again for your understanding and for giving us the opportunity to resolve.
  
  
  Warm Regards,
  *******
  

  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had been paying rent reporters to submit my rent payments to the credit bureaus for several years. I found out recently that they did not update the property management information when I sent them that information in November of 2023, when the management had changed. For the last 6 months, despite paying a subscription fee for the service, they reported none of my rent payments. They contacted me in May of 2024 to get rent verification. I was aghast at that time that they had not updated the information, and had not reported the on-time payments as they were contractually supposed to for my monthly subscription payment.I asked for a refund of the 6 months that they were not providing Services. But they are sticking to their terms of service in not providing the refund because it's outside of their satisfaction guarantee. I think it is important for people to know that this company may fail to provide services, and will not provide a refund, even when they are at fault. Paying for a service and not receiving what is being paid for should be seen as fraud. To date, now that they have the valid rent payment information, they still have not submitted it to the credit bureaus. This is a breach of the agreement.The amount of money specified below is only for the 6 months of service being neglected. They received about $800 dollars in total from me, but I'm not asking for money that was paid when services were being performed. They should be investigated for failure to perform services... And denying a refund under those circumstances when requested.

  Business response

  05/23/2024

  Hi ******,
  
  Thank you for reaching out.  We were disappointed to learn about your experience, and upon further investigation, its clear that there was a breakdown in communication.   We sincerely apologize for any inconvenience this may have caused and appreciated the opportunity today, to address and resolve the matter with you by phone.
  
  Following our conversation, we have reinstated your account and credited it as requested.  Additionally, we are pleased to inform you that we have already verified all your rent payments up to May, which will be reported promptly.  If you do not see an update to your credit report by the end of next week, please let us know.  
  
  We appreciate your loyalty to RentReporters since 2017, and were committed to continuing to provide value.  With Experian now onboard, we look forward to delivering even greater benefits in the future.
  
  
  Warm Regards,
  RentReporters
  
  

  Customer response

  06/03/2024

   
  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

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive practices refused to refund within timeframe promised if consumer cancelled . No services were provided to me , they only sent one email to my landlord on day 7 after I paid the fee for documents my landlord wasnt comfortable using this service she knew nothing about. I respected that and decided to request my refund on the same day and received an email that it was cancelled . . This company then sends another email telling me I cant get refunded as if they had provided me a service and now I cant get the money back. I feel scammed and played for a fool. I want my money back asap!

  Business response

  04/16/2024

  Hi ******,

  
  Thank you for reaching out. Unfortunately, based on our refund policy, which is outlined in our terms of use and FAQs on our website, you do not qualify for a refund at this time. Our policy states that refunds are honored if requested within 7 days after your initial rent history is reported.  Additionally, our FAQs also detail the circumstances under which a refund would not be honored.  You can find this information here: *************************************.

  
  We understand the challenge with your landlord's willingness to provide the required documents to validate their identity. However, we can still report your rent payments if you can provide proof of your rent paid. We tried to reach you today to clarify this, in case there was any confusion.

  
  If you change your mind and wish to request a refund within the 7-day period after your initial rent history is reported, please let us know, and we will be happy to assist.
  If you have any further questions or need assistance, please feel free to reach out.

  
  RentReporters

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In march of 2024 my experian report shows that Rent Reports alerted them that i am over 60 days late with a total amount of $12,149. I have no used this for multiple years along with the fact that there is no way to see why this information was ever even sent to them. There was also never a 3o missed payment sent and thats because my payments are always on time. I am about to try and get pre approved to get a house and now my credit report has crashed with a 60 days of late payment. No, i have not heard back from the company yet

  Business response

  04/17/2024

  Hi ****,

  Thank you for your message. We want to clarify that while we report your rent payments to TransUnion and Equifax, we do not report to Experian at this time. If you have discovered a discrepancy on your Experian credit report, we recommend contacting Experian directly to address any corrections needed.

  Additionally, we have uploaded copies of your rental tradeline receipts to your RentReporters dashboard to show that we have never reported any past due or late payments. You can view these by logging into your dashboard.

  If you need further assistance or have any questions, please feel free to let us know.

  
  RentReporters
  

  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Requested cancellation of this service within 2 hours of joining. Red flags started to appear immediately that this business is conducting fraud. I was not supposed to be charged immediately and was. When I noticed this was the case I immediately called to cancel but no one was available. I then sent 3 emails because there chat service conveniently went off line.I chatted and spoke to reps the following day requesting immediate cancellation and refund and received no help. Apparently they have to email another department to that customers arent permitted to speak to and someone will get back to you in 3 to 7 days.

  Business response

  04/16/2024

  Hi *******,

  
  Thank you for your message. According to our records, your account was canceled at your request and the annual fee of $95.40 was refunded to you on March 25th, within our standard processing timeframe.

  
  We noticed that you signed up for Smartpay, which breaks up your enrollment fee into installments. However, you also selected the annual plan, which includes a one-time annual fee of $95.40 due at checkout, as clearly stated on our pricing page.

  
  If you have not yet received the refund, please let us know and we would be happy to look into.  If we can be of any assistance in the future, please let us know.

  
  RentReporters

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid them for the service but my landlord felt uncomfortable with the process and asked if it was possible for me to end the service and get my refund back. I contacted them and was told I was lying about being told I was able to get my refund due to the 7 day policy

  Business response

  04/09/2024

  Hello *****,
  
  We regret to hear about your experience.  As you know, we were unable to validate your landlords identity and requested additional information to help us verify their identity, which in this case was a family member.  When your landlord called us to cancel your account on your behalf, we tried to explain that for security purposes, these requests must be initiated directly by the customer.  We also tried to explain our policy around cancellations and refunds to you, and reached out to you again in response to your request for a supervisor, but have not heard back from you.

  Unfortunately, you are not eligible for a refund at this time.  Our policy is outlined in our FAQs as well as our terms of use.  We are looking forward to hearing back from you to discuss how you would like to move forward and kindly ask that interactions with our customer service team remain respectful.  

  
  RentReporters
  

  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had this account closed with Rent Reporters in April 2023 and my concern is that this account is still showing open on my Equifax Credit file. I have spoken with several Representatives over a month trying to get them to close my account on Equifax. ******************** stated to me when I called, Equifax requires the account to stay open until my lease ends in June **** which was puzzling to me because Equifax is just a reporting agency. I called and spoke to an Equifax Representative and share with them the information that Rent Reporters gave to me about them, Equifax, requires the account to remain open and they, Equifax, stated that this was not true, they just report what the company gives them to report. I'm requesting that Rent Reporter either close my account or delete the account on Equifax and send me a notification via email that this has been done.

  Business response

  02/11/2024

  Hi ******,

  Thank you for reaching out and for taking the time to connect with us by phone this week.  We appreciate the opportunity to address any challenges you may have encountered with our support team or communication process.  We understand that navigating our reporting requirements with Equifax may have been confusing, and we're glad we could assist in resolving your concerns regarding your rental tradeline.

   

  If you need any further assistance, please don't hesitate to let us know.

   

  Best Regards,

  RentReporters

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I was told I was ineligible to participate due to my company owning the property. I spoke to someone a while ago and I was expecting a refund, I'm giving a full refund within 7 days of reporting my rent per your policy. I was never allowed to report my rent. I requested a refund immediately after I was told I was ineligible.

  Business response

  02/02/2024

  Hello ******,

  
  We appreciate your message. After reviewing your account and the information provided, it appears that you are not eligible for a refund based on our terms of use, which can be found here, **********************************************.

  
  Our contracts with the credit bureaus do not allow us to report rent for someone who is on the title of the property, as was the case here. 

  
  We have tried to reach you by phone and email several times for an opportunity to connect and answer any additional questions you may have.  We look forward to hearing from you.
  
  
  RentReporters
  
  

*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. ↩