Complaints

This profile includes complaints for Jetty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jetty

  14 Wall St Fl 20 New York, NY 10005-2123

  
• 

  Jetty

  37 W 20th St Ste 1101 New York, NY 10011-3713

  

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:04/02/2025

  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.

  I discovered a few days ago that Jetty had still been taking payments from me for the last year since I moved out of my apartment back in April 2024.The apartment did notify them of my departure, and they sent me an email saying they were made aware.Ive tried calling, but their only number just directs you to email them. I have yet to receive a response to any of my emails.I can attach my signed lease buyout agreement from last year, and a screenshot of Jetty acknowledging that Im moving out.

  Customer Answer

  Date: 04/02/2025

  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:03/11/2025

  Type:Service or Repair 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 11/14/24 I paid a deposit of $722 to Jetty. However, when I moved into my apartment February 14, 2025. A new management company had taken over the apartments and no longer used Jetty (which voids the contract). After several weeks of back and forth emails, Jetty got notice from the apartment and said they would issue me a refund. That was on 2/28/24. However, the bank card I paid with and the account it was connected to had been closed for months and I started banking with a new institution. I told the customer service representative that, several times and requested a check. They still send the funds to the closed account on 2/28/24. It is now 3/11/25, I have called my old bank several times and they dont even see an attempt of a refund. They said even if it was it would be declined and send back. Under no circumstance would the bank issue me a check for said refund. Now after weeks of going back and forth with Jetty, (they only have email no phone number). I still havent received my refund and they just keep insisting me to contact my old banking institution (which I have several times). Furthermore, I need help getting my refund from this company.

  Customer Answer

  Date: 03/15/2025

  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:02/18/2025

  Type:Service or Repair 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 was approved for an apartment here in my city and then received an email from Jetty who said to have partnered with my current complex to help with paying a lower deposit rate so that move in could be smoother. Little did I know, the complex stopped using this service a few month prior and I should have NEVER gotten communication from Jetty. I paid $520 towards what I thought was a deposit to only find out I should have never sent them money. It took days to get a respond on next steps to initiate a refund and now here I am almost two weeks later waiting to have Jetty send the fund back. That money was needed towards other living expenses and I still have to wait another week as my bank said Jetty will not transfer the funds until then. I warn anyone to stay clear of this company.

  Business Response

  Date: 03/12/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer requested a cancellation on 2/12/2025. Because Jetty Deposit is a binding 3-way agreement, Jetty cannot cancel a bond without confirmation from the property. After receiving that confirmation that the Consumer did not move into the unit, Jetty processed the refund in full on 2/14/2025, with a processing time of 5-10 business days. Jetty does not have control over bank processing time and does not have the ability to expedite funds.

  Customer Answer

  Date: 03/13/2025

  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:01/03/2025

  Type:Service or Repair 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.

  Jetty is a security deposit alternative company. I opted to go through them while I was renting an apartment at ******************* in ************. I paid my monthly bond to Jetty on time for 12 months. At the end of my lease on the apartment, I owed a bill of about $1284 to the apartments. At that time, Jetty paid out for the charges, and billed me $1202, which was a mistake made on their end that I did not know of. I attached proof of where this mistake may have been made, but I opted for a monthly payment plan with Jetty that I successfully paid off $1202. I did not know there was a discrepancy of $82 until the apartments took me to court over $82. Before the court date, I inquired to Jetty expecting prompt service. Jetty did not respond before the court date. The leasing office dismissed the $82 charge. Jetty responded to me AFTER the dismissal and said it was an error on their part, they issued the $82 to the leasing office, and now Jetty is billing me for $82 AFTER the leasing office DISMISSED the $82. This is unacceptable and they have failed to respond to any additional requests from me.

  Business Response

  Date: 01/09/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In this scenario, the $82 was paid to complete the claim payment to the property. In accordance with the signed Tenant Agreement, Jetty is obligated to pay claims made by the property up to the bond limit and the Consumer agrees to reimburse Jetty for any paid claims.

  If the Consumer feels that the costs for the repairs, or any other claimed amount by the property, is unreasonable the Consumer would need to dispute the amounts directly with the property management company. To update a claim, please reach out to Jetty ************* with documentation supporting a different resolution with the property or landlord.

  Customer Answer

  Date: 01/10/2025

  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.

  It is unspecified, but they did confirm with the property that the $82 was dismissed by the property, therefore Jetty cancelled the invoice that I owed to them. I am satisfied with the resolution.

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

  
  

• Initial Complaint

  Date:12/26/2024

  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.

  I moved out of my apartment February 2023 and submitted the paperwork to cancel the policy. This company never cancelled the policy and is still charging me. I submitted the paperwork again that I had moved out of the apartment and cannot get a response from them. They do not have anyone that I can speak to on the phone. There is not a chat where I can talk to a customer representative. I want my policy that should have been cancelled in 2023 cancelled and this company held accountable for its lack of customer service and contact information. Customers should be able to get in touch with an insurance company about their policy. I have been charged a 22 months for a policy that is not being used for an apartment I do not have. This is unacceptable!

  Business Response

  Date: 01/06/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Jetty has cancelled the bond and understands the concerns of the Consumer to be resolved as of 1/6/2025. If any outstanding concerns exist, please contact Jetty Customer Service.

  
  

  Business Response

  Date: 01/06/2025

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Jetty has cancelled the bond and understands the concerns of the Consumer to be resolved as of 1/6/2025. If any outstanding concerns exist, please contact Jetty Customer Service.

  
  

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  This company refuses to cancel my account, even though I moved out of the apartment 6 months ago! It's been half a year, and they still won't close it. This is outrageous and completely unprofessional. I am beyond frustrated with their behavior.

  Business Response

  Date: 12/18/2024

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  This policy was cancelled as of 12/7/2024 and the Consumer has been refunded. Jetty considers this issue to be resolved.

  Customer Answer

  Date: 12/19/2024

  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

  Date:10/17/2024

  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 want to start by saying that this company is a fraud. I signed up with Jetty thinking that I was breaking my deposit down into monthly payments vs having to pay it in one lump sum and boy was I wrong. The contract they present is very deceptive. I paid a total of $3152.44 from 09/2021 through 05/2024. My rental company claimed that I owed a little over $3400 at move out which is a whole other story. Nevertheless Jetty paid them and now they are saying I owe them the $3400. Why do I owe them $3400 when they already have $3152.44 from me in a bond. In addition I use to work at a bank and I know that bonds grow over time, so I know that $3152.44 was probably worth more. This is against the ** usury laws. If they want me to pay almost what I already invested on a monthly basis, that is well over the allowed maximum of 33% interest yearly.

  Business Response

  Date: 10/18/2024

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty Deposit is a financial agreement between the consumer, the property, and Jetty. For a small non-refundable premium, Jetty protects the property from lost rent or property damage, and you save on move-in costs. Jetty is obligated to pay claims made by the property up to the bond limit and the Consumer agrees to reimburse Jetty for any paid claims. If the Consumer feels that the costs of the claimed amount by the property is unreasonable, the Consumer would need to dispute the amounts directly with the property management company. To update a claim, please reach out to Jetty ************* with documentation supporting a different resolution with the property or landlord.

• Initial Complaint

  Date:09/23/2024

  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.

  I am not liable for this debt with ********* . I do not have a contract with ****** **, they did not provide me with the original contract as I requested.

  Business Response

  Date: 10/01/2024

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the Consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. The Consumer was sent communcations on October 26th, 2022 and November 22, 2022 with all of the information related to the claim balance that is owed. That balance and all pertinent information was then transferred to ******. In order to get all of the answers as efficiently as possible, the Consumer should reach out to ****** ** at ************** or visit their website at *************. 

  Customer Answer

  Date: 10/05/2024

  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:

  As a result, I dont have proof of documentation for the open account and would like to request your assistance in obtaining this proof. Please also advise, as I have no knowledge of this account.

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

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

• Initial Complaint

  Date:08/23/2024

  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.

  I am filing a formal complaint against Jetty regarding their Rent program, which has caused me significant financial stress and frustration. I enrolled in the program in February, believing it would provide crucial extra time each month to manage my finances after relocating to *******. The agreement was that Jetty would pay my rent on the 1st of each month, and I would repay them by the 24th.Despite consistently making payments on time, I was informed in May that Jetty was closing my account and that I would need to pay my apartment directly from the 1st of the month. This abrupt termination of the program occurred in the middle of my lease and contract, leaving me only a week to make alternate arrangements. As a result, I had to use the funds intended for Jetty to cover my rent, disrupting my financial planning.The reason I chose Jetty was to avoid falling behind on rent and other bills. The sudden closure has made it impossible for me to manage all my financial obligations and still pay them. I have attempted to reach Jetty multiple times via phone and email, requesting an extension until the end of the year to get my finances in order. Unfortunately, my calls are automatically disconnected, and my emails remain unanswered.My primary concern is the potential negative impact on my credit report due to this unresolved issue. Despite my repeated efforts to resolve this matter with Jetty, they have failed to fulfill their end of the agreement and have left me in a difficult position. I am deeply frustrated by their lack of response and am seeking the BBBs assistance in ensuring that Jetty addresses this issue promptly and works with me to establish a payment plan.Thank you for your attention to this urgent matter.

  Business Response

  Date: 09/09/2024

  Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.

  The Consumers account has been transferred to Bounce as of 8/27 due to the discontinuation of Jetty Rent. Bounce will continue to service the account until it charges off on 9/21/2024. ****** will not report the account to the credit bureaus while they are servicing but the account may be reported once it charges off as stated in the loan agreement. ****** does offer flexible repayment options that the Consumer can take advantage of to mitigate any financial stress.

• Initial Complaint

  Date:08/23/2024

  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.

  I rented a one bedroom apartment with Jetty and I am being charged $2,000 for damages to the carpet. While my dog did urinate on the carpet I do not understand why they can&#**;t take the $2,000 out of the $2,500 deposit I provided. I am being charged $250 every month and I cannot afford this payment.

  Business Response

  Date: 08/26/2024

  Jetty is the financial services platform on a mission to make renting a home more affordable and flexible. Thank you for sharing your concerns; Jetty has completed a review of the complaint that was filed by the Jetty Member with the Better Business Bureau.
  Our records indicate that the consumer purchased a Jetty Deposit Residential Tenant Bond to fulfill the security deposit requirement of their leased residence. In accordance with the signed Tenant Agreement, Jetty Deposit is a financial agreement between the consumer, the property, and Jetty. For a small non-refundable premium, Jetty protects the property from lost rent or property damage, and the consumer save on move-in costs.