ComplaintsforBlueground

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a 1.5 month stay at the Blueground property. The contract clearly stated that there will be a livable unit provided on the start date. The unit I was given had pet hair and mold in the carpet or couch, and a large booger on the wall. I have pet hair allergy which was triggered right away, and the mold triggered a bacterial infection which was confirmed by doctor's notes and prescription medicines the following week. I contacted Blueground multiple times for a relocation or refund, and their agent on the phone promised to follow up but never did. Two days later, I received a $10k bill for early termination fee, even though Blueground never honored their end of the agreement by providing a livable unit. No relocation or refund effort was made, and the company ghosted me despite 5 attempts on my end through their App, phone, and email. A month later, they sent the bill to a collection agency. At my income level it's not worth the risk of dinging credit score or the time fighting a $10k bill, so I paid it right off. However, this predatory practice need to be corrected. They took $10k from a customer without providing the actual service.

  Business response

  07/09/2024

  Dear ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you encountered during your recent stay with us.
  Upon checking into the apartment, you reported finding pet hair on the couch and carpet, as well as an unsanitary condition on the wall and our team immediately offered a thorough cleaning, but we acknowledge that you requested either a relocation or cancellation instead. Unfortunately, we were unable to accommodate a relocation without the associated fee, as per our policy.
  
  Regarding your health concerns, we take such matters very seriously. However, it's challenging to determine the exact cause of your symptoms, especially given the short duration of your stay. As you requested, we terminated your contract and applied the early termination fees in accordance with the terms and conditions you agreed to at the time of booking. We understand this led to a dispute and subsequent involvement of our collections team. Our intention is to resolve this matter fairly and in line with the agreed terms.
  
  We value your feedback and are committed to always improving our services. If there is any additional information or further assistance you require, please do not hesitate to contact me directly.
  
  Best regards,
  The Team @ Blueground

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband rented an apartment with blueground in order to teach a summer studio in ********** for 6 weeks (date of lease May 18-June 30; cost: USD 8000)We drove up 4 hours from ************* yesterday (May 18) to move into the apartment at 4pm. When we got there the key was not in the lockbox. There was no communication about the key / apartment not being ready. When we called the blueground hotline, they eventually figured out that the person who was meant to drop off the key didnt show up. It took two hours on the phone to them to be finally be booked into a hotel for the night. They refused to pay parking fee on the grounds that we didnt rent parking with the apartment. The reason that we didnt need parking with the apartment is that my husband can park the car on campus for free. We had planned on unloading our stuff (including expensive equipment) and parking it on the street for one night. But since we couldnt unload all the stuff into the hotel room we needed a save parking space. Next morning (Sunday) still no communication from blueground by the time we need to check out of the hotel. Meanwhile my husband misses important work commitments. When we call the hotline again we are finally told that the key will be not available today but hopefully Monday. My husbands class starts Monday and he has no opportunity to prepare anything with his equipment packed up in the car. Similarly this whole experience severely affects my work. We were meant to get settled yesterday and are still stuck in a hotel today. When we ask to speak to a manager (instead of the rotating host of unenthusiastic characters of the call center) no one is available to talk to us and give us an apology / explanation / satisfactory resolution.

  Business response

  05/28/2024

  Dear ****,
  
  Thank you for your feedback. We would like to apologize in this instance for missing the ***** This kind of situation is completely atypical of Blueground's strict quality standards, and we regret any inconvenience and frustrations you have experienced as a result. Unfortunately, we couldn't find any correspondence under the name or email address that we see here, in our system, but wed love to work with you to make things right. Please reach out to us at ************************************* so we can get a better understanding of your experience.
  
  Best Regards,
  The Team @Blueground

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Blueground and their inflexible cancellation policy. I have attempted to use Blueground twice, and both times I was forced to cancel my booking due to unforeseen schedule changes. Despite canceling well in advance of the start date, I was charged a significant cancellation fee, equal to half a month's rent, on each occasion.While Blueground mentions this policy, it is not prominently displayed during the booking process. Making a full payment is required to complete the reservation, effectively obscuring the cancellation policy and its financial implications. I believe this practice is designed to be intentionally misleading and places an unreasonable financial burden on customers.I have already lost a substantial amount of money due to these cancellations. I request a refund of [one cancellation fee / both cancellation fees] as I believe Blueground's policy lacks transparency and is unfairly punitive.

  Customer response

  03/26/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Blueground regarding complaint ID ********.
  
  Sincerely,
  
  *******************
  

  Business response

  03/29/2024

  Dear ****** ****
  Thank you for taking the time to share your feedback regarding your experience with Blueground's cancellation policy. We regret any inconvenience or frustration you may have encountered.
  
  We understand your concerns regarding the cancellation fees incurred due to unforeseen schedule changes. It's important to note that our cancellation policy, including the associated fees, is clearly outlined during the booking process and reiterated in all our communications with the guests.
  
  Upon reviewing your case, we can confirm that you were made aware of the cancellation policy when you cancelled your bookings in both December and February. Your understanding of the penalty fees associated with cancellation was evident in your communications with our team, where you requested clarification on the total amount paid as a penalty and acknowledged the charges accordingly.
  
  As a company, we strive to maintain transparency and fairness in our policies while also ensuring the sustainability of our operations. Our cancellation policy is designed to cover the costs associated with rebooking and potential revenue loss due to cancellations made close to the start date.
  
  While we sympathize with your situation, we must uphold our cancellation policy consistently for all guests. We appreciate your understanding and hope for the opportunity to welcome you back under more favorable circumstances in the future.
  
  Warm regards,
  The Blueground Team

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I stayed at a short-term rental apartment with BlueGround October 4-October 22, 2023. This stay was cut shorter than the original reservation because of several issues (original reservation was for October 4-November 5, 2023). They advertised in-building laundry, full access electrical and wifi, safe and hygienic premises suitable for living. Due to several issues (electrical outlets didn't work, initial wifi inaccessibility and unsecure wifi (someone hacked into my ******** account while I was later able to access and get on their wifi), broken shower, laundry access issues, cockroaches, lack of natural light and many other issues, some of which were hygiene and safety issues, I had to vacate early. I was promised a partial refund since I left the premises early due to these safety issues and a reimbursement for my laundry since I had to use an outside laundry service. I gave them over 30 days to reimburse and rectify this but they haven't even though I've reached out to follow up. I'd like a refund for my stay. It was incredibly unhygienic and unsafe and they have unethical business practices since they promise clients one thing and do not provide it or follow through on what they advertise.

  Customer response

  01/14/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Blueground has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I just stayed at Blueground in *************. After moving out, I am faced with several charges for "missing" items. First, they said the keys were missing. I sent a photo that I took as I left of the keys in plain sight with the parking transponder. No one has followed up about it, so I assume they took care of it. Since they couldn't ding me for that, they decided to add a list of items that aren't actually missing, which I just received. Several of these items are actually in that apartment and I noted that on the email I just sent back. Some things I had to buy on my own and have receipts to show that. The point is, I NEVER had a move-in checklist to even know what was supposed to be in the apartment so I could tell Blueground that anything was missing. I have no idea what the apartment should have and assume Blueground did the due diligence before my move-in to notate what was missing and charged the previous tenant. What is the move-in process for, in this case? Why let me move in without any type of inventory so I can go through (doing THEIR job, by the way) and take a precise inventory of every fork in the apartment? I just flew back across the country with only a carry-on that was full of my clothes and electronics. There is NO way I could possibly take forks, spoons, dishes, and other items they said are missing. I'll share a video of my apartment and open every drawer and cabinet if you'd like to see that I absolutely do not have any of the cheap items from that Blueground apartment. Can you please help me resolve this and make it so it's easier on move-in for tenants? Maybe a move-in checklist with precise quantities of forks and the rest should be provided so that this does not happen to anyone else? I don't know who took these items or why, but it wasn't me and the proper due diligence should have been done before I moved in.

  Business response

  01/18/2024

  We sincerely apologize for any inconvenience you experienced during your stay and appreciate your feedback.
  Upon reviewing your concerns about certain charges, we conducted a thorough investigation and have decided to remove them. Your satisfaction is our priority, and we regret any frustration this may have caused.

  
  If you have any further concerns or if there's anything else we can do, please feel free to reach out.

  
  Best regards,
  The Blueground Team
  
  

  
  

  Customer response

  01/19/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for $4,148.67 to Blueground for a short-term rental. When I moved in Saturday Oct. 14, 2023, I found numerous issues with the apartment, including: a large water damaged area in the bedroom ceiling including a hole with visible, black mold and peeling paint, broken blinds, stained *********** thick layer of dust on ceiling fan, loose floorboards, and more. Due to the mold, I'm moving out as soon as I can, which is this Saturday 10/21. Blueground is refusing to refund my money.

  Business response

  01/18/2024

  We appreciate you taking the time to share your feedback, and we sincerely apologize for any inconvenience you may have encountered.After a thorough review of our records, we are pleased to confirm that all reported issues were addressed in a timely manner.Furthermore, we understand that our coordinators extended compensation for the unused days, acknowledging your circumstances, even though our standard policy requires a 30-day notice for early termination.If there are any further concerns or if there's anything else we can assist you with, please do not hesitate to reach out. We are committed to ensuring your satisfaction and providing a positive experience with Blueground.

  Best Wishes,

  The Blueground Team

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sublet an apartment from Blueground from August 131, 2023. Upon entering the apartment on day 1, there was a missing kitchen cabinet, dirty sheets, and the bathroom sink did not drain and leaked simultaneously. It wasn't bad enough that I couldn't use it so I used it, and let Blueground know about the situation. By August 19, the bathroom sink stopped draining completely and was unusable. I made a maintenance request and the sink was fixed on August 25, however, the pipe was still leaking underneath the sink. It leaked so much before I realized it, it damaged a few of my belongings. I am seeking a rental reimbursement for the days in which the sink was inoperable. The apartment over all was not as advertised, however, I am only seeking reimbursement for the days I was actively messaging the company Support channel about, August ****. This reimbursement would total about $2,700. I know this likely sounds silly, but the fact is, this company charges so much for rentals, the rental units should be fully functional for occupants.

  Business response

  11/29/2023

  Thank you for your feedback. We would like to apologize for your unsatisfactory experience. It's our understanding that our team successfully addressed and resolved the issues you encountered during your stay. Also, as per our records, a reimbursement has been confirmed for all the days affected. If there are any further concerns or if there's anything else we can assist you with, please do not hesitate to reach out. We are committed to ensuring your satisfaction and providing a positive experience with Blueground.
  
  Best Wishes,
  The Blueground Team

  Customer response

  12/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have not received the reimbursement the company claims to have made. If they could send proof of receipt of this payment that would be great. Please include: 

  - date of reimbursement

  - amount

  - account it was made payable to

   

  This should be very easy to do. Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  01/18/2024

  Thank you for your feedback. We would like to apologize for your unsatisfactory experience. It's our understanding that our team successfully addressed and resolved the issues you encountered during your stay. Also, as per our records, a reimbursement has been confirmed for all the days affected. If there are any further concerns or if there's anything else we can assist you with, please do not hesitate to reach out. We are committed to ensuring your satisfaction and providing a positive experience with Blueground.

   

  Best Wishes,

  The Blueground Team

  Customer response

  01/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Rented with Blueground, as noted by the dates listed in the attached. They made a mistake in saying that the link they had sent ** was too late, and that the apartment has been reserved for other tenants. I completed the payment, as requested, and was accepted on Friday, 8/18. There was availability for the 10 days that we needed to stay do to a renovation of our condo. We have no other place to stay, but still they want us out. The new tenants, apparently, were not approached because Blueground is insisting that our payment is not valid, even though they want to issue a refund of what we paid, a total of $2245 for 10 days.There also was a glitch with their app, as I got errors trying to process the payment, or I would have done that earlier. Blueground should admit their mistake.We can not be "evicted" because they feel like it. There is a process other than the threatening emails that we got.

  Customer response

  09/14/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Blueground regarding complaint ID ********.
  
  Sincerely,
  
  *****************
  

  Business response

  10/06/2023

  Thank you for sharing your experience with us, and we sincerely apologize for any inconvenience you may have encountered.After thoroughly reviewing the circumstances surrounding your reservation, we discovered that we sent you the payment link in response to your request for an extension of your stay. At that particular moment, the apartment was indeed available, and we were prepared to accommodate your request.Regrettably, as the evening progressed, a new booking was made for the same unit. This development occurred after your initial request, and it put us in a challenging situation. Ultimately, we had to honor the commitment to the new booking that came in, which led to the unavailability of the apartment for your extended stay.We understand the frustration and disappointment this situation may have caused you, and for that, we're truly sorry. In an effort to make amends and demonstrate our commitment to your satisfaction, our team offered a full refund for the extension that couldn't be fulfilled.We'll continue to focus on ways we can improve and hope to have the opportunity to better serve you in the future.

  Best Wishes,

  The Team @ Blueground

  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used their short term rental services and paid for parking also. They never submitted my vehicle info and as a result it was towed at a $253.30 cost to me. They promised a reimbursement at the end of my stay. I never received a reimbursement and they deleted the chat on their app. I submitted a copy of the bill to them as evidence and the management of the apartments verified that the vehicle info was not entered into the parking portal until 4 hours after I notified them that it had been towed. This occurred more than a week after the parking arrangements had been made. I would like the reimbursement Im owed in the form of a check mailed to us for the balance of $253.30 mailed to my current address.

  Business response

  01/18/2024

  Thank you for taking the time to share your feedback, and we sincerely apologize for any inconvenience caused.
  Our understanding is that our Accounting team has confirmed the refund; however, we acknowledge that there was a delay in processing it due to the completion of the reconciliation process. We are pleased to inform you that the refund has now been offered.
  Your satisfaction is important to us, and we appreciate your patience in this matter. If you have any further concerns or if there's anything else we can assist you with, please do not hesitate to reach out.

  
  Best regards,
  The Blueground Team
  

  
  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I rented a furnished apartment in *************, ** from the company Blueground. The amount I agreed to pay was $7,194, which was transferred from my account on April 17, 2023. After my stay there, they contacted me on June 10 by email to claim that an assortment of random items were missing from the unit, and said I owed $183. The items they listed included a shower caddy, three pots and pans, and other assorted items. I was traveling by air and with a suitcase, so I literally had no way to take these kinds of items from the unit. I responded to their message on June 11 to let them know that I disputed the charges. Later that day, they told me they had 'investigated the situation and deemed the charges valid'. I replied on June 12 and said: "Thank you for your response. I certainly understand the perspective that you have to charge for items that *** go missing. However, you have provided me with no evidence or documentation that any of these items were present when I moved in or missing when I moved out. I will need a complete list of what items are expected to be present upon move-in and check-out. I will also need to see a dated checklist showing that someone specifically confirmed that these items were present before I checked in. Additionally, I respectfully request a list of which items were missing after the last two sets of guests checked out prior to myself, so that I can confirm that the guests before myself were not already charged for the same items." I never received a response to that email. I assumed that they had decided that I did not owe the false charges. Then, this morning (July 9), my wife noticed that they had withdrawn $183 from our account on July 5. They did not tell me they were going to do this, I did not authorize it, and furthermore they had explicitly told me that I would have to resubmit my bank information if this fee was to be paid by transfer. This was an unauthorized transfer from my account based on unsubstantiated charges.

  Customer response

  07/25/2023

  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 and the matter has been resolved.  They reached out to me directly to tell me the charges had been removed from my account, and my bank refunded me after reviewing my request.
  
  Thanks!
  
  *************************
  
  
  
   
  
  

*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. ↩