Business ProfileforPadSplit

According to information in BBB files PadSplit, Inc. has a pattern of complaint alleging Service, Repair, and Refund Issues. 

Specifically, consumers complain they are not allowed to move into a PadSplit room until they have paid the application fee, move-in fee, and membership dues. They are also not allowed to tour the physical home/room before their move-in date as per the company website. Several have stated when they go to move in, they do not due to the room conditions being so bad and are left with nowhere to live. After leaving messages with PadSplit, per their agreement instructions, they either do not get a response or it takes days to get responses back. Other consumers state their door locks do not work, maintenance is neglected, amenities are broken which do not get repaired and bug and pest infestations are continuous. Consumers doors cannot be secured, and their personal items become missing or stolen by other members. Several state there is no security level and even squatters or homeless people are staying in parts of the homes, and they fear for their safety. Some state they are continually threatened with eviction, their billing is incorrect, and they cannot get a refund. 

On April 5, 2024, BBB sent correspondence to PadSplit, Inc. to request their voluntary cooperation in eliminating the pattern of complaint.

On April 17, 2024, PadSplit responded with the following information as a means to eliminate the pattern of complaint:

Founded in 2018, PadSplit is a relatively new company that prides itself on being a for-benefit corporation driven to make a difference in people's lives by providing affordable housing options as a vehicle for financial empowerment. We are constantly improving in both significant and subtle ways. Here, we briefly share some of the areas in which we continue to improve:

To move into a room on the PadSplit platform, a member must meet specific screening requirements, including paying an application fee, undergoing a background screening, and ensuring payment. These requirements will remain in place. PadSplit offers a generous move-in policy, the details of which can be found on our website at www.padsplit.com. If a room is not prepared to a member's satisfaction at move-in, the member has the option to request a transfer or a refund. Additionally, we have recently added features that allow members to communicate directly with hosts about move-in issues. 

As a booking platform, PadSplit continuously develops and enhances features that facilitate communication between members and hosts regarding maintenance and house issues. Our system includes a maintenance ticktet portal and a house chat feature that allows members to discuss and hopefully resolve issues among themselves, such as missing items. There is also a messenger application for direct contact with house owners to discuss maintenance issues. Futhermore, PadSplit has an internal process to escalate more serious maintenance issues that a host may not be aware of or responsive to. 

These are just a few of the ways PadSplit continues to enhance the services we provide to our members. 

This aspect of the Business Profile will be updated once additional information becomes available.