ComplaintsforPadSplit

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/18/2024 I utilized PadSplit, Inc. to register to become a renter in one of their homes. I paid all initial fees on the same day which accrued to being $229.00,. It was $201.00 for the first weeks rent and a $28.00 move-in fee. PadSplit, Inc. allows renters to break up their move-in fee into 4 payments of $28.00 or 1 lump-sum payment of $100.00. I chose to break it up into 4 payments of $28.00. I was able to successfully book a room at ****************************************** and I was assigned room number 3. My move-in day was on 08/20/2024 and there were no issues. The night before on 08/19/2024 I touch base with the host who's name is ****** and formally thanked him for allowing me to stay in the home. The first thing he responded back to me was "Hello *******, would you like to move into one of our other rooms. We have something in room 3 that needs to be fixed". So since I did not want to live in a room that needed repairs and since I did not damage the room because I had not even the seem the home yet, I accepted his offer to move to another room and was moved into room 6. Approximately 5 minutes later I checked my ***** bank account and discovered that $72.00 dollars had been withdrawn from my account. Then the following morning another $53.72 had been withdrawn from the same checking account. When I contacted PadSplit, *** to try to find out why these charges were being withdrawn from my account they told me that it was because of my room transfer. It was being treated as me moving out of the house and moving back in which means another $100.00 move-in fee would be assessed. I advised them that it was the host ****** who told me to move into another room because of the room repairs and they summed it up to there is nothing they could do and it was their policy. This is total unethical behavior that I would be put in the room to begin with knowing it needed repairs but to also punish me for moving into a new room by excessive fees.

  

  Business response

  08/28/2024

  Thank you for your feedback, *******. I see you were able to get in contact with our Member Support team regarding this and they were able to authorize a credit from your Host to cover the remainder of your initial move-in fee that was billed to you when the transfer occurred. We hope this issue was resolved to your satisfaction. Please contact our Member Support team if you have additional questions or concerns about this. 

  Customer response

  08/28/2024

   
  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

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Padsplit before I moved to *********. I informed them that I was moving for work and needed a temporary place. I informed them that I was moving all my things in a rental car and did not own a vehicle and would need a safe and secure place until I found an apartment. They assured me that they vet all members and that I should have no problems. 1. Room was not cleaned, bed was dirty with hair and dead bugs all over it, and floor had hair and trash all over room and dust on table and chairs. 2. Window was broken in front door, owner said I was the first to complain about it and it had been like that for 3 years. Glass fell out of door every time I open or closed it and you could cut yourself on it but it was no concern to them for safety. 3. Roommate in number 1 started stalking me on the first day, every time I went to the bathroom or kitchen to was a dish he would follow me and when I tried to speak to him he was hostile. 4. Roommate in number 1 argued with cleaning guy because I was using the second bathroom because it had more light and he said I was suppose to use other bathroom. 5. Roomates in other rooms and cleaning guy and owner said this was not true and that roommate in 1 was bullying, no required bathroom, all shared. 6. I had to be the maid and clean both bathrooms everyday because of hair, toothpaste, urine, and ***** spots over toilets and shower and floors. I could not cook because of smell and dirty rags in kitchen and could not use common refrigerator because they had no spot for me. 7. Tenants smoked drugs everyday and there was a no smoking and no drug rule to this place which was confirmed online and before I moved into unit. 8. Ventilation was poor, I was choked by drugs and cooking oil everytime they cooked in kitchen and opening door made it worse. 9. We were not suppose to have guests period but roommates had guest over to smoke drugs last Tuesday and I took photo of car since it was parked outside my window. I had to leave unit.

  

  Business response

  08/19/2024

  Thank you for your feedback, ****. We are sorry to hear about your experience with your PadMates. We know that co-living is not for everyone and some will break our rules. We do our best to balance enforcing our rules while providing affordable housing to low income earners. I see you only reported the issues of rule breaking to your Host on the day of your move-out and I do not see any maintenance requests either. Timely reports of rule breaking or maintenance concerns can help us to identify and resolve these issues quickly. Additionally, new members to PadSplit are offered a free transfer to another property in their first 14 days if they feel their first PadSplit is not a good fit for them. We are happy to extend this free transfer to you now if you would like to try another PadSplit.  Please contact our Member Support team directly if you have additional questions regarding this. 

  Customer response

  08/20/2024

   
  Complaint: 22123066
  
  I am rejecting this response because: And I want a full refund. I told them that I did not have a place to live or car when I drove across country and I did not have anywhere else to go since I had many things with me and Padsplit does not supply transportation to this other supposedly new place. I want a full refund because I had no access to the the kitchen, other bathroom or could not cook for three weeks because of bullying. I also have photos that the place was not as it was represented in the online photos as well and if it is luxury why was my window broken out around the door frame? Why were there drugs in the place daily? I had to endure this for three weeks while any new apt was getting ready. 

  I will sue in small claims court. I have already filed with my bank as well and will reach out today to let them know about this fake response. It was n to my fault they misrepresented themselves before I moved into the place and afters and you cannot rate the other housemates as they say because I would have put myself in danger and had no where to go? That would have been suicide and violent doing so. This was irresponsible and unprofessional. 

  
  Sincerely,
  
  ***********************

  

  Business response

  08/28/2024

  ****, thank you for giving more context on your perspective. We have determined a refund would not be appropriate in this case as you had access to the property and your unit for all of the days you paid for and only reported issues to your Host on the day of your move-out. Contacting your Host or PadSplit immediately when you have an issue with a roommate or maintenance means we can address the issue in a timely manner, or find other options for you like assisting with a transfer to another property that better meets your needs. Please call our Member Support team if you would like to discuss this further. 

  Customer response

  08/28/2024

   
  Complaint: 22123066
  
  I am rejecting this response because: I had no where to go and they misrepresented the photos online, the rules were broken and it was a hostile environment. I had no car or knew no one else to help me including this host who would have done nothing about the conditions as we see from this response. The place was full of drugs and disorder and I was forced to stay because of funding for my new apt. I would have left the first day had I had a car and a place to go in *********. This excuse is bogus. I had no choice but to endure the disrespect of the other tenants and keep quiet until after I moved out. I would have been attacked for saying something while being there by those guys and they know it. Get real. They were doing drugs and other things so who could I tell while having no where to go. This is unprofessional. They did nothing about the broken window pane to my room so do you think they would do something about the other tenants breaking rules, no they would not and that would have out me in a worse situation. It would have been 4 guys to 1 and I was the smallest in that place and I'm disabled and injured. This is unbelievable. I will be going to small claims court. They owe me at least half since I could not use the full house as stated in my contract due to bullying and what about the smoke filling my room daily with drug smoke and grease from the kitchen from that guy? I had to leave many times because of the poor ventilation in that room and the stalking? Every time I left my room to wash a plate I was being watched. It was a hostile and unbearable situation for me. I had no place to go or to move all my things since I had no car. And I am new in town and know no one. They took advantage of this and I called Padsplit ahead before I drove three days and they assured me that they place was clean and professional and no drugs or drama. They lied. It was a scam.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, my name is ***********************. I recently was charged $166.87 by Padsplit for a room I did not receive. I requested they remove my payment information and give me my money they took from me. They did not. On the 3rd of August I reached out to customer service and the host. I was blocked. I filed a complaint with my bank, and it is under review as of August 4 2024. I have yet to hear from them.

  

  Business response

  08/19/2024

  Thank you for reaching out regarding this, *****. I'm glad we were able to resolve this and issue your refund to you. Please contact our Member Support team directly if you have any additional questions or concerns. 

  Customer response

  08/19/2024

  While I am dearly delighted to know that they are willing to issue a refund, their words mean nothing to me without proof of evidence that refund has been issued, and they have cleared my account of debits with Padsplit, and have a net balance of nothing owed. Furthermore, I am interested to know how the refund will be rectified, considering my card has been cancelled. They will need an updated account number to my card to send the refund. In which I am very leery of giving that information out to them again, considering their history. If they are honest and forthright in their decisions they will honor my request. 

  

  Business response

  08/23/2024

  Thank you for following up regarding this, *****. Your account balance is now $0. If you have questions about your refund please call our Member Support team. 

  Customer response

  08/23/2024

   
  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

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is *********************** and my user id is ****** I was told at the beginning of July that the residence that I was living in was sold and I had to move. I was given a promo code for a transfer that waived a move in fee so I used it.When I filed for the transfer using the promo code, I received a messaged saying that my payment was successful and I had to wait for 4-5 business days for Padsplit to receive the payment. I started receiving calls from a representative of padsplit named **** that 'helped' me by making the transfer again while impersonating me on my account through his computer. He cancelled my move out date that I picked (July 22nd) without asking me if that's what I wanted, could not inform me why the transfer wasn't going through, and refused to give me information on the address of the new property I was trying to transfer. I do believe I received a wrongful charge of $166 on my account as well as a wrongful move-out cancellation fee and application fee. The gentleman by the name of **** kept calling me through the week to keep trying to reissue the transfer which was a potential charge on my account each time he did this. His phone was on a consistent 5 second delay so communicating with him was extremely frustrating. He cause more problems than he solved. I would like to know how legitimate all of the charges I incurred were.

  

  Business response

  08/04/2024

  Thank you for giving us the opportunity to address ****************** complaint. We value our Members and are saddened to hear about his experience. After reviewing the Member's account, we can confirm that we issued the requested refund of $166 to his original form of payment on 7/25/2024 and notified the Member about this. If ************** has any further questions, we encourage him to reach out to our support team for assistance.
  
  Best,
  PadSplit Support

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm staying at a pad split location and in the ad it offers wifi, laundry, clean and secure environment with your weekly payment. However, the wifi doesn't work the, laundry area none existent, and the security code on the door doesn't work. Padsplit is falsely advertising annmienties that aren't available.

  

  Business response

  07/31/2024

  Thank you for the opportunity to address ****. PadSplit is a co-living marketplace that provides affordable and furnished housing options. We value our Members and are sorry to hear about ***********;concerns. All maintenance requests are routed directly to the host and property management teams. All maintenance concerns submitted through our system have been addressed by the Host. We encourage members to contact PadSplit for any property concerns. Each listing provides property amenities, and Members can contact the Host for more details at any time. If new members no longer wish to stay at the booking of their choice. PadSplit offers a free transfer within the first 14 days after move-in. **** can contact our Support team at ********************************** or ************** to discuss his concerns further.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been renting rooms with Padsplit *** since March of 2024. I have lived at two properties and have become homeless twice,which I currently am. I was manipulated into a convoluted rental by one of their host . Padsplit allowed the host to force me into a basement apartment that lacked ventilation air conditioning, had poor plumbing and mold. I have since vacated the property. Padsplit and the host refuse to release me from the rental agreement and continue to charge me rent and late fees. I will be seeking financial compensation for my treatment.

  

  Business response

  08/05/2024

  Thank you for the opportunity to respond to ****************. Since mid July, we have engaged with the Member regarding his multiple complaints.  We have waived Membership dues and offered free transfers to the Member. Additionally, we have taken very direct action to work with the Host to ensure compliance with rental requirements.  We have provided financial compensation and issued the Member a $806 credit.  We are happy to continue to offer the Member a free transfer.  

• Initial Complaint

  07/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I first signed up with padsplit I paid padsplit $19 for membership I got approved but never moved in the second time I applied the representative gave me a fake code to reapply because she told me I did not have to pay twice but the application asked me to pay another $19 and got approved again to move in. When I'm about to pay my fee to move the representative told my child could not move in. Padsplit is discriminated against more than one person living. And it does not show any information when entering your payment when checking out to pay. Padsplit has an hidden agreement and does not explain when paying on payment screen. With this company I lost $38 for them just to discriminate against. Which should be refundable if you don't meet requirements instead of taking everyone money. Padsplit is a hoax of scheming everyone for a membership fee but I don't need padsplit if my child can't live with me also. Padsplit accepts pets instead it is definitely a discrimation.

  

  Business response

  07/23/2024

  Thank you for the opportunity to address ********* complaint. Although we empathize with Nikeshias situation, our website states, as of August 2021, PadSplit does not allow children in shared housing. Members are informed that our application fee covers the cost of your background check and employment verification. Our website states that the application fee is non-refundable. Our membership agreement and website provide members with our Membership policies. We will be happy to discuss this issue further with the member. **************** can contact our Support Team at ************** or **********************************.
  

  Customer response

  07/24/2024

   
  Complaint: 22017797
  
  I am rejecting this response because: it does not say that on padsplit website unless you go to ****** to ask. And the employees in customer service do not explain this up front and a service animal is the only second occupancy over a child it is still considered a pet that is just a throw off to an animal of no kind should not be there. Neither then.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/31/2024

  We are sorry to hear that ******** has rejected our response. PadSplit follows all city/state guidelines and ordinances regarding our PadSplit operations. Our membership agreement and website provide members with our Membership policies. Members are informed that the application fee is non-refundable. As a courtesy, we have provided the member with a refund to her original method of payment. ******** can contact PadSplit at ************** or ********************************** to further discuss her concerns.
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On jun 26th 2024 I moved out of a PadSplit home owning 640 as back rent. They have confirmed my move out with the owner of the home and have also have confirmed with me as well however they have continued to bill me and threaten to add an eviction to my credit profile even tho I have moved out

  

  Business response

  08/05/2024

  PadSplit is a co-living marketplace that provides affordable and furnished housing options. We value our Members and are sorry to hear about ****'s experience. We have worked with Anyl since mid-July to resolve this issue. PadSplit has communicated many times with the host to resolve the misunderstanding around his move-out date. PadSplit has waived all charges beyond Anyl's move-out date on July 27, 2024. Our apologies for any inconvenience that the member has experienced. Anyl can contact PadSplit to further discuss this issue at **************.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Charged a $25 dollar late for for an outstanding late fee of $25 dollars from 3 days prior. Staff in call center refusing to put me in contact with a supervisor. Very rude aand unprofessional agnets outright refusing to assist and taking pleasure in it.

  

  Business response

  07/23/2024

  We are sorry to hear about ****'s experience. Our mission at PadSplit is to help solve the housing crisis by leveraging housing as a vehicle for financial empowerment. We follow a standard procedure related to payment reminders in order to help Members stay in good financial standing and minimize late fees. Our Support Team has addressed ****'s complaint and informed the member of our policy regarding payments. As a courtesy, we have issued the member a credit. 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

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07/10/2024. ****** dollars it was for a place to live and after receiving my money they denied my booking and haven't given my money back and I desperately need that money to make other arrangements to live

  

  Business response

  07/17/2024

  PadSplit is a co-living marketplace that provides affordable and furnished housing options. We value our Members and are sorry to hear about *****'s experience. When a member cancels a booking in the product, our system automatically implement the cancellation policy. If a Host cancels, members are automatically refunded. We reviewed *****'s account, adjusted the financials and processed a refund to the member's original form of payment. Due to privacy reasons, we will not go into further details. ***** can contact Member Support at ********************************** or ************** to discuss this issue further.

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