ComplaintsforPadSplit

• Initial Complaint

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I BEGAN an application 7/5/24 with Padsplit. I provided my name, current address and social security, however I left the application at 40% complete and did not submit it. I decided to go with another option and no longer need Padsplit. I emailed for a refund of the application fee because I did not submit the application and shouldn't have been charged the $19.Padsplit customer service advised me that no matter what the application fee is non refundable. I DO NOT ACCEPT THIS CHARGE AS THE APPLICATION WAS NEVER FINISHED AND THERE WERE NO SERVICES RENDERED

  

  Business response

  07/15/2024

  Thank you for the opportunity to address ********'s complaint. PadSplit is a co-living marketplace that provides affordable and furnished housing options. All PadSplit application fees are non-refundable and individuals are informed of our policy during the booking process on our website. As a one-time courtesy, we have credited the member's account and provided a refund for the application fee. Tishauna can contact our support team at ************** or ********************************** to discuss this issue further. 

• Initial Complaint

  06/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My experience with padsplit now is terrible wasn't like this before! Now I'm homeless because of ******** took half of my money for **** and padsplit knew this when the accepted my monthly income,! I had to transfer to another padsplit own by the same host due to always loosing power and WiFi had no WiFi for 4 days straight. I will not leave to die in a dangerous heatwave until the end of the month when I get my monthly check! Host is uncaring and padsplit knew I only get paid once a month!!

  

  Business response

  07/08/2024

  PadSplit's vision is to help solve our affordable housing crisis, one room at a time while leveraging housing for financial empowerment. We are sorry to hear about ******** experience. Our PadSplit team pursue every avenue available to us to provide our members with a positive experience. Although all maintenance requests are routed directly to the host and property management teams, we have verified that the maintenance issue have been addressed. While PadSplit provides cost-effective housing designed for the workforce, we are not a non-profit or government agency so we are unable to guarantee financial assistance. We follow a standard procedure related to payment reminders in order to help members stay in good financial standing and minimize late fees or risks to their membership status. PadSplit reached out to the Member multiple times and repeatedly offered amicable solutions to address concerns. We follow the law in accordance with requirements of landlord/tenant law. If a member chooses to overstay a notice to vacate, PadSplit engages the required judicial process. Due to privacy reasons, we are unable to go into further detail. ****** can contact Member Support at ************** to discuss this issue further.
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I agreed to pay a lease of 168 per week to padsplitc yet every week they have managed to charge me extra for odd reasons such as there was an error in our system which made you pay less, would you like a discount for this error? When I had already paid 268 dollars for that week. Their extra charge made it 300 dollars for a 7 day stay. Now this week theyre charging me 14 dollars because of autopay failure, when I had already paid my dues for the week. And sometimes, they fail to disclose the reason for the charge.

  

  Business response

  07/05/2024

  At PadSplit, we value our Members and are sorry to hear about *****'s experience. All members are informed of their membership dues at the time of booking. Members can choose different payment frequencies to pay their membership dues and move-in fees. PadSplit follows a standard procedure related to payments in order to help members stay in good financial standing and minimize late fees or risks to their membership status. Our team informed the member of their option for payment and the member agreed. As a courtesy, we have applied a credit to the member's account. Due to privacy concerns, we are unable to go into further details. Micoi can contact Support at ************** or ********************************** to discuss this issue further.
  

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied to a place on Padlist and was denied without reason. However padlist said they would call me back to see if I was interested in a different place. I called at 10 am spoke to someone and didnt get much information. After 10 am I received another call from Padlist but it was a missed call because I was busy. I noticed several inconsistencies from one property to another and I wanted to ask questions about another property before I put a deposit down. When I called at 1:36 pm I asked to speak to a supervisor the person told me she is NOT getting a supervisor and hung up on me this is not a way to do business. Also I went to their website on my work computer, my tablet and cellphone app. It doesnt show a reservation ID at the bottom of screen. Instead of working around like an agent did the previous day this woman told me Im not doing that and Hung Up . I have the image of the property below. Also I had a coupon for $150 I used yesterday but the property did not accept me so pad split said I cant use the coupon anywhere else this is bad business.Coupon code 24SMR150. Basically Im trying to ask questions about something Im trying to spend money on and the lady says No Im not getting a supervisor and hangs up. Not professional at all

  

  Business response

  06/26/2024

  Thank you for the opportunity to address *****'s concerns. PadSplit is a co-living marketplace that provides affordable and furnished housing options. In response to the member's complaint, each Host has the option to accept or reject any booking that is submitted for their approval. All individuals interested in living in a PadSplit undergo the same booking process. The promotional code that the member received was for one time use only. Our records indicate that a member of our Support team informed ***** that we could transfer the member to the booking department for assistance. We pursue every avenue available to us to provide our members with a positive experience, and we deeply apologize for any inconvenience that ***** may have experienced. A representative from PadSplit will contact ***** to discuss this issue further. The member can also reach us at ************** or ***********************************

  Customer response

  07/01/2024

   
  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,
  
  Yazan Cotton

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Padsplit tenant for almost three years here. Padsplit has let me down in every single situation Ive had with them. Firstly, they lie so easily saying someone from padsplit will call you yet they have never once actually called me unless its in regards to collecting money. When you ask for a manager to escalate, they say theres no manager or escalation process other than reiterating the conversation on email. Last week I went to pay a week of rent on the app as usual, but this time Padsplit took triple the amount (hundreds of dollars) more than what I agreed to pay on the app. It has now been a week and I have just received yet another email from the same ******** asking me to confirm the refund for the seventeenth time since I first requested it. they said it would take 5-10 business days which is unacceptable but I am powerless. Now I see theyve not even put in for the refund as they continue to ask me to confirm it over email as if theyre intentionally prolonging this so another week of rent is due. I could go on and wish I had more room here left to write. The way they handled it when I was physically attacked by another tenant in the home was reason enough to file a complaint here. I shouldve moved out then and cant wait til I never have to rely on this business ever again. They do not care about their tenants and from what I hear theyve been over charging tons of people by hundreds of dollars so its not just me. I am losing my storage shed because of this but hey, atleast my rent is paid early, right? They ought to be ashamed.

  

  Business response

  06/26/2024

  We appreciate the opportunity to address ******* complaint, and sorry to hear that the member is not enjoying their PadSplit experience. PadSplit's vision is to help solve our affordable housing crisis, one room at a time while leveraging housing for financial empowerment. The member informed PadSplit of her overpayment and our Payments teams worked diligently with the member to process the refund. We informed the Member that refunds may take up to 5-10 business days to receive. Our team communicated with the member to explain that the refund had been processed and that we could not expedite the funds being returned to their account. Regarding the safety concerns reported, we followed our safety protocol, and investigated the issue according to our policies and procedures. Members who violate safety concerns are subject to termination. Due to the privacy of our members, we are unable to discuss the details of this issue. ***** can contact us to discuss this issue further at ************** or **********************************.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  COMPLAINT: PADSPLIT HOST ************************************** The house is nothing like what you have advertised. The street, the homes, does not look like the neighborhood. ***** infested crawling around while I'm there, n the kitchen, next to the room I rented, couldn't open the room door assigned to me, white powder sprinkled throughout the kitchen, drawers falling off, not clean!!! All of this is right next to the room I was assigned.I SEEK REIMBURSEMENT: * Unnecessary Money Spent ************** * All of the Inconveniences associated with renting a room of PadSplit from a Host * False Advertisement (pulled up to the house or street nothing like as advertised)* ***** Infestation (dead roaches and crawling)* UNCLEAN PROPERTY UBER (ALL ON THE SAME DAY) 5/30/2024 $12.08 | $36.56 | $29.70 TOTALING: $78.34 I REQUEST THAT THE HOST OF THE ROOM FROM PADSPLIT TO COMPENSATED FOR THE INCONVENIENCE. If the room was as advertised, I would not have needed to use Uber or need a Hotel room. HOTEL STAY on 5/30/2024 and 5/31/2024 TWO DAYS | TOTAL: $176.56 * PadSplit Host - They did not even try to really be concern, at the very least could have offered a gift card or something to show concern and good customer service. THEY OFFER NOTHING! And still have the audacity to keep calling my phone. I received a call June 12, 2024. From Number: **************. Spoke with someone who said their name is ***. I ask them why do they keep calling me. I told them I will have my attorney deal with this situation. The home is misrepresented online. I just got off the plane thinking I was coming to a nice clean home like the one advertised in the post. I took a Uber from the airport to ************************************************************************, a Uber to another location I had to get out of there, took another uber from there to a hotel. I look forward to resolving this matter amicably. The REFUND is one thing. They have refunded that.I SEEK REIMBURSEMENT $254.90 for the inconvenience of additional expenses.

  

  Business response

  06/20/2024

  Thank you for the opportunity to address ******* complaint. PadSplit is a co-living marketplace that provides affordable and furnished housing options. We value our Members and are sorry to hear about Ms. ********** concerns. The member received a full refund and was informed why no other compensation will be given. PadSplit does not provide reimbursement for moving costs. An Advocate from our Member Support Team tried to communicate with ********** to discuss the issue, but was informed that she no longer wish to communicate with PadSplit, and will have her attorney address her concerns. If the Member or her attorney would like to discuss this issue further, they can contact us at ********************************** or **************.

  Customer response

  06/27/2024

   
  Complaint: 21842916
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********

  

  Business response

  07/12/2024

  We are sorry to hear that ********** has rejected our response. PadSplit takes these allegations seriously. The member has received timely responses from Support throughout her stay, and we continue to receive her feedback sincerely. Each Member is responsible for the homes cleanliness. All maintenance concerns are directed to the Host. The Host was responsive regarding concerns brought forth by the member. Cherra can contact our Support team at ********************************** or ************** to discuss this issue further. 

• Initial Complaint

  06/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I moved into padsplit in January 2023. I moved around a bunch of times and loved the freedom. I had many friends and the experience was memorable. I recently found a better home for myself and there was a positive balance on my account with ********************. I requested a refund via check due to my account being hacked and shut down with the bank and card used to make the payment for membership dues and move in fees. Padsplit has refused to assist me with the return of my money and actually asked me to call the bank and reopen my account to get the refund. This is absurd and a cruel gesture being enforced on me after the year of membership. During my stays I cleaned and even bought patio furniture at one of the residences. There's no cause for a good paying and liable customer to be thwarted to the gutter as if I took something from them. All relevant and pertinent documentation has been retained. If there is someone in the **************** that can mediate these injuries and atrocities carried out by there customer service team, I would be very grateful. The amount is significant to me and I would like to be reimbursed my funds immediately.

  

  Business response

  06/24/2024

  Thank you for allowing us to address Sultans concerns. PadSplit follows a standard procedure for refunds and is sorry to hear about his report. Our product can only process refunds to Members original form of payment, therefore, we cannot issue a refund to another card or in the form of a check. This is explained in our refund policy to all members. Our team has instructed ****** to reach out to their financial institution for further assistance, We have not received a response from the member. We have responded to Sultan multiple times concerning this issue. We respect our Members privacy; therefore, we cannot discuss the details of member finances. For additional questions, ****** can contact Support at ********************************** or **************.

   

  Customer response

  06/28/2024

   
  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been staying at this property on the padsplit platform. The host/landlord is very neglegent, the first property I stayed they had a lot going on and I end up staying on the street because I couldn't get access. They transfered me to another place I've been living almost a year now, The place didn't have sufficient locks so some of my things were stolen, there is a bad ***** infestation, the water from the kitchen was tainted and there has been flooding in my room following rain which has black mold in the room and on my belongings as well as smells of mildew. For several months I have been paying late fees because I missed a payment, in order to see the hosts reaction and have incurred late fees every week for the past ************************************************************************ compensation for my items as well as late fees. I've paid on time but because my balance is negative I still accrue late fees weekly. Padsplit has also done nothing but tell me I should have gotten renters insurance after the fact as well as has threatened to close my account and go after my credit when this has been an issue for the longevity of my stay.

  

  Business response

  05/20/2024

  Thank you for the opportunity to address *******. PadSplit is a co-living marketplace that provides affordable and furnished housing options and we are sorry to hear about *******'s concerns. We take these allegations seriously. Although all maintenance requests are routed directly to the host and property management teams, we have taken extra steps to verify these issues have been addressed. We have communicated with the Host about these complaints and have received assurances that the items alleged have been addressed. Members accrue late fees if their balance is not paid in full. We follow a standard procedure related to payment reminders in order to help Members stay in good financial standing and minimize late fees or risks to their membership status. We respect the privacy of our Members; therefore, we cannot discuss the details of member finances. For additional questions, ******* can contact Support at ********************************** or **************.
  

• Initial Complaint

  05/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company pad split offers an affordable way for people looking just to rent a room from a private residence. For the past 2 months now I have been trying to register with the company to get my application approved and then move forward from there so that I could rent a room from one of the hosts on their platform. My complaint is that their system is flawed and has caused me inconveniences and wasted money, when you go to apply, you have to pay the $19 application fee so that they can conduct a background check with a third-party company by the name of LexisNexis and you'll get the results back almost immediately. When I first applied and paid the application fee I got a message saying that they are having trouble verifying my identity and did not disclose any details but to just contact the company that they go through to do the background check, after several attempts of trying to speak to a live person from LexisNexis, I was able to get some information as to what can possibly affect my background check and it was not being registered to a physical address, so I finally opened up an address in my name and registered with the **** and then decided to reapply for a second time, I then got the same message about not being able to verify my identity and once again I called pad split to try to figure out the situation and all they told me was to go to this link that they provided, which was basically to dispute your information and that I would have to wait for a piece of mail coming from Lexus Nexus. That would give me a link that would bring up the information that they find in their system. When I spoke to a live person from LexisNexis for the second time I told him the situation and they went to authenticate my profile and the address that I gave them, which was the first address that I used when I first applied with pad split, passed in their system and for some reason pad split is still unable to verify my identity. So now I've wasted $38 and lots of time.

  

  Business response

  05/17/2024

  We are so sorry to hear about the issue ***** is having obtaining Membership status. PadSplit members undergo the same background check and identity verification through trusted third-party vendors like LexisNexis. Our uniform screening criteria is applied to all applicants. Applicants who are not approved for membership may contact LexisNexis directly if they disagree with a finding on their background check. The dispute process is handled by LexisNexis and each member will need to await their decision. We will be happy to provide the member with a promotional code to waive the application fee if the member choose to apply again. Our screening standards are in place to ensure the safety and wellbeing of household members in the co-living setting. ***** can reach out to ********************************** or ************** to discuss this issue further.

  Customer response

  05/20/2024

   
  Complaint: 21662391
  
  I am rejecting this response because: I have sent over the *** file of my consumer report directly from LexisNexis and they have confirmed that this information validates in their system, but for some reason pad split is unable to verify my identity even with the consumer report from the analytics company. You want me to spend another $19 for the third time to apply and most likely get the same message again since the information that is on my consumer report that was validated through LexisNexis is the same information that I provided on the application the first time around.
  
  Sincerely,
  
  *************************

  

  Business response

  05/29/2024

  We are so sorry to hear about the issues ***** is having obtaining Membership status. All PadSplit members undergo the same background screening, including identity verification through a variety of third-party vendors like LexisNexis. Our uniform screening criteria is applied the same to all applicants. Due to the highly sensitive nature of background screenings, PadSplit is not able to offer specific information about this applicant. We are very sorry that ****************** is not in a position to become a PadSplit member. Although our application fee is non-refundable, as a professional courtesy we will refund ****************** $38 since we are not able to offer him membership at this time. Our screening standards are in place to ensure the safety and well-being of household members in the co-living setting. ***** can reach out to ********************************** or ************** to discuss this issue further.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This place is crooked So many code violations windows would not lock. Reported for maintenance. Nothing happened someone trying to break in. I had to leave. Could not stay there anymore. It was horrible No refund was given to me even though it was very unsafe

  

  Business response

  05/01/2024

  PadSplit is sorry to hear about ******'s experience. We are a co-living marketplace that provides affordable and furnished housing options. As a platform, PadSplit facilitates the relationship between hosts/homeowner's and members in homes. We pursue every avenue available to us to provide our members with a positive experience. Padsplit take these allegations seriously. Although all maintenance requests are routed directly to the host and property management teams, we have taken extra steps to verify these issues have been addressed. Our records indicate that the Member informed the Host of the issue and the Host responded within 24 hours of the complaint. The Host sent a technician to the property to fix the issue and found that a replacement was needed. The member decided to move-out of the property. Per our Membership agreement, if the lease is broken, the member is responsible for paying a lease break penalty fee. We will be happy to discuss this issue further with ******. The member can contact us at ********************************** or **************.

*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. ↩