Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 26, 2025, I paid $249.00 online to StreetEasy to post a listing for our 1 bedroom apartment for two weeks. I received an email from them on April 2, 2025 telling me that our listing was live. After not receiving any enquires for a couple of days, I checked the owner tools which said that 13 emails had been sent to me, however I never received any of them. I double checked my email address to make sure it was going to the correct address and checked the spam and trash boxes in my email but there were definitely no messages. I then sent myself three messages through the StreetEasy ad from different email addresses, to test out what was happening, and I didnt receive any of them.I have used Streeteasy last year for a different rental and didnt have this problem. Also I didnt change any of my information in my owner account from last time.I contacted the StreetEasy customer support on April 4, 2025. They did not get back to me until today, only saying they would pass my information on to the General Support Team for review, with no promise of them fixing the problem anytime soon. In the meantime we have lost a week of business, in the past we have rented out our apartment within the first week of posting it. I would like them to fix the problem ASAP, and Id like a refund for the the services that they promised but did not fulfill. As there is no point in having an ad for an apartment listed when no one is able to contact me.

  Customer Answer

  Date: 04/07/2025

  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

  Date:11/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 17, 2024, I transferred a deposit of $2,500 through a wire at ********** for a security deposit in connection with a rental listing I found on StreetEasy for ************************************************* After completing the payment, I discovered that the listing was a scam. StreetEasy removed the listing for scam/fraudulent activity after the listing was up for a few days but did not contact me, despite me contacting the 'broker' through their platform. Furthermore, I have been informed by the buildings doorman that the fraudulent listing has reappeared on StreetEasy multiple times, raising concerns about their monitoring of flagged *********** response to the scam, I initiated a dispute and investigation with ********** to attempt a recall of the funds. This was denied even though it was a ***** to ***** transfer. The scammer was informed of the investigation by ***** and the account was closed. I also filled out an IC3, internet crime report online, as this is what the police told me to do. I am seeking resolution, clarity, and compensation from StreetEasy regarding the recurrence of the flagged listing and any potential accountability for failing to notify me when the listing was initially removed for scam/fraudulent activity.

  Business Response

  Date: 11/05/2024

  Thank you for reaching out regarding the complaint.
  
  To provide some background on this listing, our team conducted a review on October 2, 2024. During this review, we determined that more information was required and contacted the listing owner for clarification. The listing owner submitted the necessary documentation on October 8, 2024, and the listing was approved later that same day.
  
  On October 10, 2024, our team received an initial listing quality report. However, it is important to note that this report was unverified after our team reviewed the report. Per our policy, any unverified report at the time of review does not lead to removal from our site.
  
  On October 14, 2024, after evaluating additional reports received, the listing was deemed fraudulent and removed that morning.
  
  We understand your concern regarding why you were not contacted. We appreciate this feedback as it helps us improve our product experience and ensure users feel safe browsing our site. Your feedback has been escalated to our Product teams for further consideration.
  
  Regarding your request for a refund, we understand the frustration you are experiencing. However, StreetEasy is unable to facilitate the recovery of any losses incurred, as the transaction did not take place on the StreetEasy platform nor did it occur due to any fault of StreetEasy. As a reminder, consumers are reminded to use diligence and care before transmitting monies to third parties. We encourage you, as you have already done, to file a police report and seek reimbursement from the fraudulent party. Please keep in mind, that any usage of StreetEasys services is pursuant to its Terms of Use.
  
  Zillow and StreetEasy take the security of your account information seriously. Consumers are encouraged to review How to Recognize and Avoid Rental Scams in *** on StreetEasy and Beware of Scams and Other Internet Fraud pages on Zillow for more information on identifying suspicious behavior.
  
  If you would like to report additional listings that you believe violate our policies, please click the "Report Listing" button on those listings. This will take you to a form that you can submit for our review. You can also contact us at ****************************** to report any issues related to listing quality on the site.

  Customer Answer

  Date: 11/06/2024

  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:

  StreetEasy,

  Thank you for your response. I would like to address a few key points.

  The 12-day delay in removing the fraudulent listing for ************************, from October 2 to October 14 is concerning. Given that the scam listing reappeared multiple times, it raises concerns about the effectiveness of your review and monitoring processes.

  The listing also included the name "****** *****," which is linked to known scams. This should have been flagged immediately.

  Additionally, as mentioned, I was not notified when the listing was removed, despite having contacted the "broker" through your platform.

  While I understand your position on transactions outside your platform, this issue could have been avoided earlier on if flagged and taken down immediately. I request clarification on the steps StreetEasy is taking to prevent similar incidents and for you to reconsider your stance on refunding the transaction.

  ****** ***** 

  Business Response

  Date: 11/08/2024

  Thank you for bringing your additional concerns to our attention.
  
  An extended review period is sometimes necessary for our team to confirm the authenticity of documentation associated with listings on our platform. In the case of ********************, the team requested additional information and awaited the documentation to be provided by the listing owner. The documentation provided by the listing owner was ultimately approved following our verification process.
  
  Our listing verification process is designed to uphold the highest standards of integrity and is continuously updated to respond to the tactics employed by fraudulent actors in the marketplace. This proactive measure enables us to effectively adapt to fraudulent behaviors and preserve the quality of our listings for the benefit of all our users. 
  
  Concerning the name associated with the listing, we can assure you that the listing was not registered under "****** *****" when it was submitted to our team. Our team matched the listing owner to the property owner during the verification process. Unfortunately, fraudulent tactics are a reality in todays marketplace, and we utilize the best in industry standards to continuously adapt and combat bad actors on our platform. As a reminder, please review How to Recognize and Avoid Rental Scams in *** on StreetEasy and Beware of Scams and Other Internet Fraud pages on Zillow for more information on identifying suspicious behavior. It is the duty of every user to use the utmost diligence and care when transacting with third parties.
  
  We do appreciate your continued patronage and understand your frustration. We will consider this matter closed.

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent in numerous request ti multiple apt listings for the same building ************************************************************. Its a newer building that is advertising a few units that are currently available. No response from multiple people listed that work for Compass. I then went directly to the apartment website and called the phone number but goes directly to voicemail. Left a message, no response. I then drafted an email to the contact us link to try there and followed up, no response. Im not sure if this is a legitimate listing as nobody from the leasing office or building is responding. All I want to do is schedule a viewing of the apartment

  Business Response

  Date: 03/15/2024

  Hey *****,
  
  The StreetEasy Support Team appreciates you highlighting the challenge you have experienced attempting to get in contact with the Listing Agents of the property located at ********************************
  
  StreetEasy is an advertising platform, and as such, we dont have visibility into and are unable to monitor the activity or unresponsiveness from Listing Agents outside of the platform. We have followed up with one of the Listings Agents, *************************, and passed along your contact information, and advised that they follow up with you so that you can schedule a time to tour the property.
  
  This is the contact information we provided to them:
  
  Customer Information: ***********************
  Daytime Phone: **************
  E-mail: *****************
  
  Please let us know if for some reason that is not correct.
  
  We can ensure that Agent ******* contact information is correctly displayed on the StreetEasy website for the listings she is listed on, which aligns with her contact information listed on the Compass website as well.
  
  Our team has also followed up to see if there should be any updates made to the current contact information for the building that is on file as well.
  
  We do hope you are able to speak with a member of their team as soon as possible and please let us know if there is anything more we can do to support.
  
  Best,
  *****

• Initial Complaint

  Date:12/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a For Rent by Owner listing as a tenant, with approval from the management company, a week ago and it has been stuck in "In Review". I reached out multiple times to different support emails that I found on their support articles (which has conflicting information), but have gotten no response at all. Two separate tickets were opened but no response or communication has been received on any of them.I provided both the written acknowledgement from management leasing team that I am allowed to list on Streeteasy and a copy of my lease multiple times. Streeteasy already has charged my card for the listing fee but seems to have no intention of actually listing the unit. I have already lost out on a week of showing the property, which is quite significant in ******** where the rental market moves fast.

  Business Response

  Date: 12/15/2023

  Hey *****,
  
  Thank you for bringing this to our attention.
  
  We apologize for the recent delay in activating your listing at ***********************. We wanted to provide a breakdown of the events that caused the delay and set a few expectations for future advertising requests in rental and management-run properties.
  
  1. Your For Rent by Owner listing was submitted for StreetEasy review on 12/5/23.
  2. On 12/6/23, our team reviewed the pending listing request and property information.
  3. Since the property is a management-run property, we needed to confirm your advertising request with the property's management contact before approving your listing.
  4. On 12/6/23, one of our team members reached out to the management contact to verify if you were allowed to advertise the listing on our site. (Please refer to ticket #*******)
  5. On 12/11/23, we received direct confirmation from the management contact, and shortly after that, your listing was made active on the site.
  
  We understand that this delay may have caused inconvenience in advertising your unit. However, this process is followed consistently for rental or management-run properties on our site as we do not accept forwarded emails.If you have any other questions or concerns, please don't hesitate to reach out to us at ***************************************.
  

• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone charged my bank card $913.61 on 01/11/2023 from the ad dress mentioned as **************************************************************************************************. I did not authorized the transaction, it was fraudulent charge. I had to call Direct Express and replace my card.

  Business Response

  Date: 11/09/2023

  Hi There,
  
  Thank you for reaching out to the StreetEasy Support Team.
  
  We have reviewed all records and support systems and are unable to locate a charge of $913.61 related to the consumer name "***************************" or the address ***************************************************************************************************
  
  For this reason, we do not believe this charge to be associated with StreetEasy.
  
  The provided screenshot does not verify the entity that initiated the charge. If the consumer, ***************************, can provide the last 4 digits of the card that the charge appeared on, and any other supporting information to confirm that this was a charge relating to StreetEasy, we would be happy to give further assistance and review our records again.
  
  Sincerely,
  *****************
  Manager, Partner Success | StreetEasy

  Customer Answer

  Date: 11/09/2023

  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 believe this is the business where my Direct Express debit card was charged $913.61 because in the transaction statement it says ************************************************* I'm saying this because when I ****** *************************, the first business that shows up is StreeEasy. Please review once again for any payment made into your business, i.e. StreetEasy with my Direct Express Card. The last four digits of my card is 8078. I'm in dire need of my money to pay my rent and for food.                                                            Your Sincerely,
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 11/30/2023

  This is in response to Complaint ID: ********.
  
  I want to confirm that StreetEasy has no user / consumer account associated with the name *************************** or the email address *************************** Additionally, we have no record of a $913.61 charge associated with a Direct Express Card, last four digits ending ****. We do not believe this charge to have been originated from StreetEasy.
  
  Additionally, the user said she believes the charge to be related to StreetEasy because when she ******s *********************, the first business that shows up is StreetEasy. ****** searches the web for all results associated with the address, and while StreetEasy's website is one that populates in the ******s results, this does not mean that the referenced charge is associated with our business. 
   
  Please let us know if any further clarification, or action, is needed, in order to close this complaint.
  
  Sincerely,
  *****************
  Manager, Partner Success

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does not have valid phone numbers to reach them. You are spending money and having technical issues and there is no phone number for customer service and the numbers provided dont ring. In addition they dont respond to emails

  Business Response

  Date: 05/03/2023

  So sorry to hear that **** is having difficulty getting in touch with the StreetEasy team.  We have checked but cannot find any emails received and we do not offer phone support, so not sure of the number that has been contacted. Our Customer Support team has reached out to **** at **************** and will be happy to assist.

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Streeteasy Constantly makes up laws and rules and treats *********** agents like garbage. I have listed the same listing for 3.5 years and they are now PENDING REVIEW....it is the holiday time of year and now my listing wont even show up online until they decide to do their job. I pay $6 A DAY PER LISTING!!! They are putting my job at risk doing this! Is it a female thing? Do you allow certain people to post right away and others no? This seems very odd and I am sure illegal. This is completely unfair when they allow people to post fake things all the time but me as a woman I can't have my listings go up right away.

  Business Response

  Date: 12/06/2022

  Hi ********, 

  Appreciate you reaching out and happy to confirm that this matter was resolved.  As I am sure you are aware, the delay in having your listing approved stemmed from directions received directly from the Landlord in question.  As soon as we received confirmation that the prior directions were to be reversed, we did.  Your suggestion that our actions are based on your gender are baseless and warrant no further response or comment.  

  Customer Answer

  Date: 12/09/2022

  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:

  This company disrespects Brokers in the business and put up a wall for us to do business and make money fairly. 

   

   

   

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

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

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I listed my apartment as a For Rent by Owner on StreetEasy two days ago and it has been stuck in "Awaiting Approval on Sunday". I have not received any communication from StreetEasy on why it is stuck in this status.I opened a ticket 1 day ago. There has been no response to my ticket in 24 hours.This a extremely time sensitive and I have already lost a Sunday, the busiest day to show a property. I tried calling them, nobody picks up, nobody calls back.

  Business Response

  Date: 08/16/2022

  Hi *******, 

  So sorry you felt the need to reach out to the Better Business Bureau regarding this matter, and hoping I can assist in getting this resolved for you.  Our For Rent by Owner product does have an approval process, which generally takes up to 2 business days.  I see that **** from our Support team did reach out to you yesterday at 11:30 AM requesting supporting information to help us verify your request to advertise on StreetEasy.   Once we have received the information requested, the team will complete the review and confirm if the listing is approved to be advertised.  Once approved, you do receive the full period of advertising you have purchased i.e. you are not paying for the time it takes us to complete the review.  Hope this helps but please let me know if there is anything else I can assist with.  Appreciate you using StreetEasy for your advertising needs.

  Customer Answer

  Date: 08/16/2022

  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

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $250 for advertising *********************************************************************** for rent. The company charged me the money, but there is no update from the company, the listing still waiting for approval. The company stated waiting time is 2 day. Now 4 days have past. And there is no mean to reach out to their customer service. No real person I can reach.

  Business Response

  Date: 07/22/2022

  Hello *****,  I am so sorry that you had to reach out to Better Business Bureau but hopefully I can get you the help you need.  I have just checked and it looks like our team has been trying to get in touch with you.  I see several emails which you have obviously not received.  If you could check your Spam inbox, that might be causing the issue.  Regardless, we want to prioritize getting you the help you need.  I have asked a member of our Compliance team to give you a call on the number provided to see if they can assist.  We have been requesting copies of supporting documents required for us to approve your listing.  We require a document that shows you own the property e.g. lease, utility ****.  This is normal procedure to ensure that you have permission to advertise the property in question.  I see the latest ticket number is ******* and we are receiving your emails.  Again, a member of the team will be calling you but if you want to send over the information needed in the existing email chain that would also help expedite the process.  We appreciate your request to use StreetEasy for your advertising needs and hope that we can provide the help you need.  

• Initial Complaint

  Date:06/27/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Street Easy refuses to remove my house listing permanently from their website. I have emailed them several times.Thank You ******************************* I Owner

  Business Response

  Date: 07/01/2022

  Hi *******,

   

  I see that you have reached out to our Support team and they responded on Monday.  We do have a Policy covering the fact that we will not remove Past Listings from StreetEasy.  This information is very important for buyers and renters searching for their next home and is also a matter of public record.  They did offer to remove all photos and Listing Description but did not hear back from.  I have gone ahead and removed this information for you and hope this helps resolve your concerns.  Here is a copy of our Listing Quality Policy for your reference:  ********************************************  Please refer to Section 3.f.