ComplaintsforTurboTenant, Inc.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed an application for an apartment and was charged a $55 processing fee. Never received a response from them or the landlord as to whether I was approved or not. They just took my fee and that was the end. I dont even know if the landlord saw my application. Asked them for a refund and was denied

  

  Business response

  08/14/2024

  Hello ******,
   
  Because we pay third-party companies out of pocket for things like CC processing fees, transaction fees, screening fees, hosting & infrastructure costs, and more, we traditionally do not provide refunds once an application has been submitted successfully.
   
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  We see that the landlord did send you a message on 7/31/24 asking you to submit their electronic pre-qualification form and received no response. Additionally, your refund request that was submitted to our Support Team on 8/6/24 was responded to within the 5-10 business day window that is provided when submitting your request.
  
  Thank you,
  Danni
  TurboTenant Customer Experience
  
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beware of Turbo Tenant they take fees for fraud properties on their site.I will be speaking to the news media soom about Turbo Tenant.My name is ************************************** sister name is ***************************.We had applied for 2 properties on Turbo Tenant website last month.I have paid application fees and background screen fees through your website Turbo tenant.It has been a week and I have not heard back om the 2 landlords for both properties yet.I'm very concerned and upset because I sent messages to both landlords 2 days ago through your website. Turbo Tenant needs to be blasted on Televisin and on CNN.Turbo Tenant is a scammer that use fake properties on their site.I asked Turbo Tenant to refund my money $120.00 and they refused to do so.I paid $60.00 per application fee on these crooks websites.

  

  Business response

  08/12/2024

  Hello *******,
  
  I understand that this situation has not been ideal, and I  am happy to clarify why we are not processing a refund in this situation. 
  
  We are a free software that landlords can utilize to market and manage their rental properties, we do not own or manage anything ourselves. You successfully submitted an application to this property on 7/12/24. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. A refund is not being processed in this case because the the application was successfully submitted and the screening report was received by the landlord, per our Terms of Use. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Please reach out to ******************************** if you need any additional support and well be happy to help.
  
  Thank you,
  
  Danni
  TurboTenant Customer Experience
  
  

  Customer response

  08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  08/12/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  08/12/2024

  I would like a full refund because a lot of the properties on their website to don't respond to the applicant. Turbo Tent allows people to pay application fees and don't do nothing to help their customers. ********************** is a fraud.

  

  Business response

  08/23/2024

  Hello *******,
  
  While TurboTenant provides software for landlords to manage their rentals, we do not own or manage any of the properties listed. To avoid an issue like this in

  the future, I strongly recommend speaking with the landlord before applying. Youll find an option to do this on the rental listing itself.
  
  As mentioned previously, you successfully submitted an application to this property on 7/12/24. From there, it is up to the landlord to review the application and determine if they would like to move forward with renting the property to the applicant. A refund is not being processed in this case because the the application was successfully submitted and the screening report was received by the landlord, per our Terms of Use. 
  
  You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Thank you,
  Danni
  TurboTenant Customer Experience

  Customer response

  08/23/2024

  Complaint: 22115074
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************************

  Customer response

  08/23/2024

  I don't agree with the business decisions. 

  Customer response

  08/23/2024

  I don't agree with business response.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Applied for an apartment, apartment listing was fake and slow response time. Requested apartment refund fee, support refused to refund. Requesting full refund and any undisclosed fees.

  

  Business response

  08/07/2024

  Hi *******, 
  
  Thank you for taking the time to submit a complaint and bringing this to our attention. Our records show you applied to the rental property on May 24, 2024 and a dispute of the $55 application fee was filed with your bank on June 6, 2024. We have complied with the request for documentation (our response to the dispute and the corresponding documentation were submitted on June 10, 2024). Your bank went in TurboTenant's favor and you should have been notified by your bank of their decision. 
  
  Additionally, our Trust & Safety team has completed a review of the listing and the landlord account in question and did not find any indicators of fraudulent activity to support your claims of a fake listing. 
  
  At this time, we will not be processing a refund for your application fee as the fee is clearly stated as being non-refundable at multiple points during the application process. You can read more regarding refunds in our Terms of Use here: **************************************************
  
  Thank you, 
  
  Daisy
  TurboTenant Customer Experience Team

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone was able to create an account on ********************** using my name, email, and house address without my consent. Turbo tenant allowed this person to steal my identity with their obviously lax security protocols for creating an account. The person was then able to list my property for rent without my consent. I have been unable to contact turbo tenant as they require a paid subscription to talk to a person. I was able to remove my house as a rental listing; however, it is still showing up on numerous websites and turbo tenant is still accepting pre-screen questionnaires.

  

  Business response

  07/26/2024

  Hello ********,

  Thank you for bringing this to our attention.
  Upon further investigation, it appears that the listing was properly removed from TurboTenant, and the associated account has been closed. The listings visible on third-party websites are not affiliated with TurboTenant. Therefore, it will be necessary for you to contact the respective third-party listing platforms to request the removal of those listings, as they were not published by our platform.
  
  If you have identified a specific site where the listing is still active, kindly provide the link or name of the site to our support team using the email ******************************** so that we can investigate further. All content originating from TurboTenant has been successfully removed.
  
  Thank you, 
  Danni
  TurboTenant Customer Support
  

  
  

  Customer response

  07/26/2024

  Complaint: 22043104
  
  I am rejecting this response because: I want to know how this account was able to be opened in the first place. What are the business policies for opening and verifying an account? How was the fraudulent account in my name verified?

  and where does my request to delete all my information stand? I have not heard anything directly from from my inquiries to the business.
  
  Regards,
  
  *******************************

  

  Business response

  07/30/2024

  Hello ********,
  
  We have several security measures in place, both automated and manual, to verify listings posted via TurboTenant. As you mentioned your personal email address was used to set up the TurboTenant account, I would highly recommend ensuring that your email address has not been compromised (I would start by changing your password immediately).
  
  Your original complaint did not mention anything regarding a request to delete your account. If you would like to remove your personal information from TurboTenant, you can submit a request to do so here: ***********************************************************.
  
  Thank you, 
  Danni
  TurboTenant Customer Support

  Customer response

  07/30/2024

  Complaint: 22043104
  
  I am rejecting this response because:

  i filed the recommended paperwork. I continue to receive emails from TurboTenant about my fraudulent rental. TurboTenant refuses to contact me directly about either of these issues. 
  My email was never compromised as it is set up with two factor verification. Your security practices allowed someone to set up an account without confirming the email. If there is another plausible explanation please let me know. 
  
  Regards,
  
  *******************************

  

  Business response

  07/31/2024

  ********, 

  The CCPA request that you have submitted can take up to 10 business days to be completed by our team, your patience is appreciated.We have closed this account so you should no longer receive emails. I did look to make sure they were not sending and the last correspondence you had was 7/29/24. Additionally, we did contact you directly as mentioned in our previous response. 

   As you mentioned your personal email address was used to set up the TurboTenant account, I would highly recommend ensuring that your email address has not been compromised (I would start by changing your password immediately).

  Thank you, 

  Danni
  TurboTenant Customer Support 

   

  Customer response

  07/31/2024

  Complaint: 22043104
  
  I am rejecting this response because:

  The company is incorrect that they have responded directly to me. I have sent numerous emails to ******************************** and none of them have been answered. The email on July 29 was sent after my account was closed (by me on July 25). How is that possible? 
  
  Regards,
  
  *******************************

  Customer response

  07/31/2024

  Dear BBB,

  The company TurboTenant is unwilling to respond to inquiries through their support email. I also received an email 4 days after I closed the fraudulent account (see attached). This should not be possible. 

  Furthermore, they allow people to set up accounts without confirming an email. They keep telling me to change my password; however, I have two-factor authentication on my email, so there is no way someone gained access to my email without my knowledge. Alternatively, TurboTenant creates the fraudulent accounts to collect pre-screen fees or to show that they have customers. based on their unwillingness to provide concrete information or to respond to direct inquiries, I am beginning to suspect this is their business practice. What is the best method to request a further investigation of their business activities which are highly suspect?

  Regards,

  *****

  Customer response

  08/01/2024

  I have included information about my gmail security settings. There is absolutely no way that someone got into my gmail account without my knowledge. I have had 2FA set up since 2021 and ****** logs all logins. The only logical way for an account to be set up with my information is that someone within TurboTenant allowed it without email confirmation or set it up themselves. If TurboTenant has another logical explanation, they have yet to provide it.

  The first email I got from TurboTenant was on 7/21. I deleted it as I thought it was spam (because it is). I then continued to get messages. When the fraudulent listing was up, I would get 20 or so a day. Many of these individuals seem to have completed a pre-screen. I believe there is a fee associated with the pre-screen, which is likely motivation for TurboTenant to create fraudulent accounts. 

  ********************** has not once replied to any of my emails directly to them. I also tried calling their number and there is an automated message that then hangs up. 

  Customer response

  08/01/2024

  I have included information about my gmail security settings. There is absolutely no way that someone got into my gmail account without my knowledge. I have had 2FA set up since 2021 and ****** logs all logins. The only logical way for an account to be set up with my information is that someone within TurboTenant allowed it without email confirmation or set it up themselves. If TurboTenant has another logical explanation, they have yet to provide it.

  The first email I got from TurboTenant was on 7/21. I deleted it as I thought it was spam (because it is). I then continued to get messages. When the fraudulent listing was up, I would get 20 or so a day. Many of these individuals seem to have completed a pre-screen. I believe there is a fee associated with the pre-screen, which is likely motivation for TurboTenant to create fraudulent accounts. 

  ********************** has not once replied to any of my emails directly to them. I also tried calling their number and there is an automated message that then hangs up. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Turbo Tenant makes you pay for a service that is free through any credit reporting service. They you the prospective tenant to provide that service for the landlord yet you do not have access to that report yourself until the landlord pulls the report so you can't use for other perspective rentals till the landlord pulls it - if ever. Mind you this is not the application or background check but something you'll discover you can do for free at other site, It's problematic that they make no attempt to make the details of the service clear up front other then buried in fine print. Then it's an additional fee for the application after that, I wouldn't be surprised if they are under the same corporate umbrella because this is nothing short of a scam that benefits the company and landlord but not the person paying for it.

  

  Business response

  07/22/2024

  Hello *******,
  
  I would like to clarify the screening process facilitated through TurboTenant. Once you have identified a property of interest, you will submit an application for the landlord's review. Upon completion of the application, the landlord may choose to request a screening report from you. It's important to note that TurboTenant does not generate these reports; they are processed through TransUnion at the landlord's request. The fee you pay includes the cost of the screening report through TransUnion, so there are no additional charges unless you apply to multiple properties.
  
  TurboTenant serves as the platform through which landlords manage their rentals. We do not own or oversee any rental properties ourselves, which means we cannot initiate screening reports on behalf of applicants. In cases where a landlord has not yet requested a report, we provide their contact information so you can request it directly. Once the landlord has obtained and verified the report, we will gladly furnish you with a copy of the information provided by TransUnion should you reach out and request a copy.
  
  I can confirm that in your case, this process was successfully completed on July 11, 2024, when the landlord for the property eventually requested and received the screening report, which you received a copy of per your request.
  
  If you have any further questions about the application and screening process done through TurboTenant, you are more than welcome to reach out to our support team at ********************************. 
  
  Thank you, 
  Danni
  TurboTenant Customer Experience
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against TurboTenant regarding their lack of assistance and failure to provide adequate contact options to address a serious issue of fraudulent activity involving my bank account.Over the past several months, my savings account has been repeatedly charged for payments that I did not authorize. These charges, amounting to thousands of dollars, have been directed towards the payment of bills or rent through TurboTenant. The payments are associated with an account under the name *****; however, my name is not *****, and I do not rent any property through TurboTenant.I have made multiple attempts to resolve this issue directly with TurboTenant. Despite my efforts, I have been unable to reach them via phone as they do not provide a contact number for customers to use. The only available communication method is via email, which has proven to be inefficient and unhelpful in addressing my concerns.In one instance, TurboTenant did respond by providing a receipt for a $1,750 charge, which confirmed that the payment was made by someone named *******************. This individual is unknown to me, and I did not authorize this or any other transaction related to TurboTenant. Despite presenting this clear evidence of fraudulent activity, TurboTenant has not taken any action to rectify the situation or prevent further unauthorized charges.This ongoing issue has caused significant financial distress, as large sums of money continue to be withdrawn from my savings account without my consent. My bank has also been unable to provide adequate assistance in resolving this matter.I am seeking the BBB's assistance in compelling TurboTenant toRefund all unauthorized charges that have been withdrawn from my savings account.I urgently need your help to recover the thousands of dollars that have been fraudulently taken from my account Thank you for your attention to this pressing matter. I look forward to your prompt assistance.

  

  Business response

  07/03/2024

  Hi *****,

  T**** you for reaching out to TurboTenant and bringing this matter to our attention. We take the security of our users and fraud allegations very seriously. Upon further investigation, we found that you have been in contact with the Director of the Trust & Safety team regarding this issue. Our Director of Trust & Safety advised you to contact your bank institution to resolve this matter. Furthermore, the phone number you provided in your complaint matches the phone number associated with *******************. Although we are uncertain of your connection to *******************, please reach out to us in the email with our team to provide additional clarification.

  Thank you, 

  Daisy

  TurboTenant Customer Experience

   

   

  Customer response

  07/08/2024

  Complaint: 21932844
  
  I am rejecting this response because:
  
  
  Dear BBB,
  
  
  I am writing to formally reject the response provided by TurboTenant.
  
  
  1. **Director of Trust & Safety Contact**: While it is true that I have been in contact with the Director of Trust & Safety, the advice given to contact my bank is insufficient to resolve the issue at hand. My bank has indicated that further information and cooperation from TurboTenant is required to proceed.
  
  
  2. **Phone ********************* The mention of a phone number associated with ******************* seems irrelevant to my specific complaint. I am unsure of who ******************* is and what connection this has to my issue. I am solely concerned with the fraudulent activities affecting my account and request that this matter be addressed directly without irrelevant deflections.
  
  
  3. **Resolution**: I urge TurboTenant to take more proactive steps in investigating the fraudulent activities reported, and to provide direct assistance in resolving the matter. Simply advising me to contact my bank is not a satisfactory resolution.
  
  
  Thank you for your attention to this matter. I look forward to a more adequate and direct resolution from TurboTenant.
  
  
  Sincerely,
  ***************;

  

  Business response

  07/11/2024

  Hi *****, 

  Thank you for your response. TurboTenant has several internal processes in place to mitigate and prevent fraudulent activity. Based on our internal review of your claim, it appears that you do have a connection with ******************* based on the contact information provided and the history of payments. Our Director of Trust & Safety has advised you to contact your bank directly to resolve this issue, as you have reported not recognizing charges. Your bank institution can assist you in submitting a claim for those charges you do not recognize, at which point our team will be able to handle your case directly with the institution. 

  Kind regards,

  Daisy

  TurboTenant Customer Experience

  Customer response

  07/11/2024

  Complaint: 21932844
  
  I am rejecting this response because:
  
  
  Dear *****,
  
  
  Thank you for your prompt response. I must express my extreme dissatisfaction with TurboTenant's handling of this matter.
  
  
  Let me be unequivocally clear: **I do not know *******************.** I have never authorized any transactions or had any dealings with *******************. The contact information and payment history that you referenced are not mine. Your assertion that I have a connection with this individual is completely false and raises serious concerns about the integrity and accuracy of your verification processes.
  
  
  Furthermore, while I appreciate your suggestion to contact my bank, this issue originates from a failure in TurboTenant's security measures that allowed fraudulent activity to occur. It is TurboTenant's responsibility to ensure the safety and security of your users' information and to address any breaches or fraudulent activities within your system. Deflecting the responsibility onto my bank does not address the core issue at hand and does nothing to resolve the problem.
  
  
  Additionally, please be aware that a police report has been filed regarding this fraudulent activity. This further underscores the seriousness of the situation and the urgent need for TurboTenant to take immediate and comprehensive action.
  
  
  I demand a thorough re-evaluation of my case, considering the information I have provided. Furthermore, I expect TurboTenant to take proactive steps to investigate how my information was compromised and to prevent similar incidents in the future.
  
  
  I look forward to a more satisfactory resolution and prompt action on this matter.
  
  
  Best regards,
  
  
  Ayela 

  

  Business response

  07/24/2024

  Hello,

  My name is *****, with TurboTenant. I appreciate you reviewing this case and I wanted to provide you with information regarding *********************** case.

  Our Trust & Safety team conducted an internal investigation upon receiving *********************** report July 2, 2024. After the internal investigation, our team did not find fraudulent activity by *******************, the TurboTenant account holder, who ***** claims to not be associated with. Upon receiving this BBB complaint, we re-reviewed the account activity and all of the information and found that the phone number displayed for ******************* is the same one displaying for ******************* for this BBB complaint. The phone number linking the two parties is ************. Our Trust & Safety Director advised ***** to contact her banking institution to report the 8 unrecognized charges dating back to October 2, 2023. The bank account was added correctly by the user, which was shared with *******************. Additionally, on August 29, 2023, there was a card used for the amount of $55.00 that is under *********************** name as the cardholder. This $55 charge is a different payment method than what she initially reported and it was for an online rental application that ******************* used to submit the application. ******************* did not mention this in her complaint, nor did she file a dispute with her bank for these unrecognized charges, including the $55 charge for the online rental application submitted by ******************* back in August 2023. This passed the *** code check which is necessary to complete the payment. 

  When we share that the bank account was added correctly, this means that the user (*******************) added the bank account using Plaid, which is a platform that we use so that users can securely connect their financial institution to TurboTenant as their payment method to pay rent and other fees sent by the landlord user. When a user uses Plaid, it is required that they have their bank account login credentials in order to connect the bank. The user (*******************) would have had *****'s bank login credentials, such as username and password. The second step is the identity verification step which is required before the bank account is connected. The mobile identity verification step does not allow the user to enter a different phone number to receive the security code. The phone number that is linked to the bank account, is the same phone number that is used to send the security code. This means that ******************* could not enter a different phone number to receive the security code and connect the bank account belonging to *******************. To remind you, the phone number that ***** used to file this BBB complaint, is the same phone number that is connected to ******************* (the renter user in ***********************, which is the same phone number the verification code would have been sent. This was successfully verified by Plaid and our system. 

  The screenshots to support this case, include: 

  1. *********************** phone number in the TurboTenant account ************ & *********************** phone number for the BBB complaint ************. 

  2. Conversation between our team and *******************, who initially claimed their name was *******************, then later revealed their name is *******************.

  3. Screenshot of text messages from the landlord user to the phone number ************ dating back to 2023, and seen by the recipient. This was used to prove that the phone number is linking the two parties in some way and the phone number that ***** used for this BBB complaint has been used by ******************* dating back to August 2023. 

  4. Transaction for the card that was used belonging to ******************* (this was not mentioned by ******************* in her compliant to our team or the BBB review, but something we noted for the investigation).

  I truly appreciate you reviewing this case. Please let me know if we can provide any additional information. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not have any business with these people and they keep sending me emails regarding a Christe Kyle. I’ve repeatedly told them this is not my information and I am still being told that I have to contact the rental agency. I DO NOT WISH TO RECEIVE ANY COMMUNICATION FROM THESE PEOPLE.

  

  Business response

  06/10/2024

  Hello Keisha, 

  We have received your request to stop your communication regarding a TurboTenant landlord. We do apologize for any inconvenience this may have caused you. 

  I do want to add that TurboTenant is just the software company that the landlord is using to manage their properties. In this case, TurboTenant did not enter in your email incorrectly for the landlords tenant, the landlord did and we have communicated this with them. 

  Thank you, 

  Danni
  TurboTenant Customer Support

  Customer response

  06/19/2024

  Complaint: 21811957
  
  I am rejecting this response because:
  I DO NOT LIVE THERE! I DON’T know anything about this and I don’t want them flooding my emails with BS!!  
  

  DO NOT CONTACT ME! DO NOT CONTACT NE AT ALL!  I am not Christie Kyle so stop send nonsense to my email!! 
  

  
  Regards! 
  
  
  

  

  Business response

  06/20/2024

  Keisha, 

  As we mentioned in our last response, the landlord may have inputted your email incorrectly. 
  This has since been corrected and your information has been removed from TurboTenant. We have unsubscribed you from our emails, and removed you from the landlords account. 
  
  If you continue to get emails, please let us know at [email protected], screenshots would be appreciated so we can find exactly where the new communication is coming from. 
  
  Thank you, 
  
  Danni
  TurboTenant Customer Support

• Initial Complaint

  06/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Turbo-tenant I learned is a 3rd party taking it upon itself to take my original listing of rental property w/Redfin and sows the seeds of this information to countless other websites w/o my knowledge or approval. Worse is the fact I can't make contact via phone to correct the issue. I have written more than 3 emails stating my complaint and requesting immediate action to take down my rental property as available. ************************************************* / is NOT available. I'm livid w/Turbotenant for making it impossible to reach anyone and certainly their business practice. Hopefully w/the aid of BBB they will receive the message to change their way of doing business and most importantly pay attention to my request to delete my rental to all the websites they sent the info.

  

  Business response

  06/04/2024

  ******,

  Upon reviewing your account, I noted that you initiated a request for property marketing on May 25, 2024. Upon activation, your property listing is disseminated to over a dozen third-party websites. It's important to clarify that we do not syndicate listings from external platforms, such as redfin.com, onto TurboTenant. Rather, listings are published for marketing only upon the input of property details and an explicit selection to commence marketing, as outlined on our website, as depicted in the accompanying screenshot.

  Furthermore, you retain full control over your marketing preferences and can deactivate your listing at any time through your account settings. I did not find any record of correspondence with our support team regarding the removal of your listing. Should you require guidance on how to proceed with this action, please feel free to contact ********************************* and our dedicated team will gladly assist you.

  Thank you, 

  Danni

  TurboTenant Customer Support

  Customer response

  06/04/2024

  Complaint: 21799459
  
  I am rejecting this response because: They take NO responsibility to correct the issue. TurboTenant contacts other websites with the original posting of a "for rent" and when they're informed it's rented..Make no effort to make correction.

  I want confirmation from TurboTenant as third party to contact ALL the websites they reached out to / Make the correction and delete from web as an available rental.

  TurboTenant should look at their BBB ratings of one star and learn I am not alone in my complaining as to how they conduct business.

  HORRIBLE AND UNPROFESSIONAL

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

  

  Business response

  06/04/2024

  ******, 

  I have gone ahead and turned the marketing off for the property that you have in your account per your request. As I mentioned previously, marketing is enabled by the landlord and outside of this instance, should be turned off by the landlord. 

  If you would like to see a list of our third-party sites you can do so here:
  ******************************************************************************************************************************

  If you have further questions, please let us know at ********************************.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the state of RI NO ONE IS SUPPOSE TO BE PAYING FOR APPLICATIONS SCREENING UNLESS SAID COMPANY IS PAYING FOR THERE OWN BACKGROUND ETC. Instead they having people pay for every application you have to pay 55 dollars which is against the law in RI and I'm different other states

  

  Business response

  04/01/2024

  Hello Cheque, 
  
  These regulations are implemented to safeguard against landlords exploiting multiple applicants by soliciting applications without genuine intent to lease their properties.
  
  As a third-party software provider devoid of property ownership or management obligations, we impose a screening fee rather than an application fee on renters. This fee, set at $55, covers the expenses involved in generating screening and background reports.

  Once an applicant agrees to our terms of service, including agreeing that all fees are non-refundable and an application is successfully submitted, we incur third-party costs. As such, in most cases, we are unable to provide a refund.
  
  You are welcome to contact us at [email protected] for more information regarding refunds.

  Have a great day,

  Danni

  TurboTenant Customer Support

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got an email from TurboTenant on March 7 that I changed my phone number. This was supposed to be a security alert, and I responded that I hadn't taken this action. What's more, I didn't have an account with TurboTenant in the first place. I heard nothing, and nothing happened until March 12, when I was alerted to a scam listing of my husband and my rental property. The listing was posted by TurboTenant. The listing is for half the price of our actual listing and the email addressed used is one letter off of my actual email address. I've received messages through Zillow and calls from interested tenants who are trying to verify that the person they spoke with — the phone number that was given through my email — was actually my husband. He's asking for an $1100 security deposit to hold the home and is looking for people to fill out leases, likely so he can collect personal information. TurboTenant responded to my emails, saying they'll take the listing down, which can take up to 72 hours. However, I'm still getting calls and messages about this fraudulent listing. This is my husband and my only income property — we aren’t a huge management company with a staff — and we're concerned that we won't be able to rent it. TurboTenant has tried to wash their hands of this, passing me from one customer service representative to another, all saying that they did what they could to remove the listing. This is the first place I’ve been able to find a phone number for them. Because their company was used to mimic our identity and our home, we’d like to ensure that they not only remove the listings but deactivate the account associated with them + remove any previously cached listings. We also might seek damages for the hassle, misrepresentation, and mar on our reputation as good landlords in our city. Finally, we want to make sure that other landlords as well as people looking for housing are aware of this issue so that they don’t send money to fraudulent TurboTenant listings.

  

  Business response

  03/18/2024

  Hello Sarah,

  Thank you for bringing this to our attention.

  Upon further investigation, it appears that the listing was properly removed from TurboTenant, and the associated account has been closed. The listings visible on third-party websites are not affiliated with TurboTenant. Therefore, it will be necessary for you to contact the respective third-party listing platforms to request the removal of those listings, as they were not published by our platform.

  If you have identified a specific site where the listing is still active, kindly provide the link or name of the site so that we can investigate further. Rest assured, all content originating from TurboTenant has been successfully removed.
  

  Thank you, 

  Danni
  TurboTenant Customer Support
  

  
  

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