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:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The rental application process goes through the Sunroom Rentals app - you pay $60 application fee THEN it requires a ton of documents for identity verification. $60 fee was withdrawn from my account on 11/4/2024. I have a several credit monitoring services- none show a credit history has been requested from this business to date. I was informed that my I would need a guarantor due to credit ************ of rental history (they were advised prior to my applying of my score & that I previously owned my own home- they verified my agreement w/ my ******************* verification was completed). 2nd $60 app fee was pd (withdrawn from my account 11/7/24) for my mother to apply as my guarantor. When she had issues completing the process, they texted offering to withdraw her app& charge a double deposit in lieu of using a guarantor & that they had submitted a request to refund the fee on Friday (11/8/24), that it would take 1-5 business days to be reflected in the account. 12:07pm I received notification that the app was submitted to the landlord for review & that I could expect notification of a decision ***** hours. Monday, 11/11/24 I texted to check status at 4:19p, they return called at 4:21p stating that the landlord had just responded requesting a guarantor. Tuesday, 5:10p they texted asking for my mothers SSN#? Then forwarded a link to a 3rd party site called Payscore that was not secure & was asking for bank account login credentials. I did not enter this info (did not redirect to the bank site). I called my bank who told me to NOT put any login info on this site since its not redirecting to their site. I texted Sunroom Rentals # ************ to inform that the refund had not been processed & have YET to hear back. When I found an alternate phone# of ************, the 512 # texted back advising to check the app for status. This business seems like a scam & likely using the info to steal identities. App status updates were all wrong dates too, like June 2024!

• Initial Complaint

  Date:02/19/2024

  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 paid 120 on Saturday Feb 17th. This business requested a lot of personal information in attempt to verify my identity, charged me 120 for application fees (2 separate 60 dollars), then after they said they would send the application to the leasing manager, they requested me use a site called Payscore that was asking for bank account login credentials. I did not enter this information and called my bank. My bank agreed to NOT put any login information on this site since it is not redirecting to their site. I complained to sunroom rentals who agreed that this is suspicious but continued to require this before I could go forward.

  Business Response

  Date: 02/20/2024

  Hi there,

  We work with different property managers. Some requires us to screen applicants through Payscore. This is a third party vendor that does income verification. You can check out their website here. *************************

  We do this to add another layer of security to our screenings. We get fraudulent applicants who doctor ********* so this screening prevents them from continuing if they can't proof the deposits of their income. 

  This applicant was upset because he didn't feel comfortable going through this screening. We have over hundreds of applicants who have gone through this. 

  Please let me know what other information you need. 

  Best,

  Lan

  Customer Answer

  Date: 02/21/2024

  Complaint: 21315199
  
  I am rejecting this response because:
  
  I have still not received the refund that was promised and have gotten no further communication on this.

  The problem was the timing this was brought up as part of the application. These requirements for this site were not told to me over the phone till I had completed many steps including getting my boss to fill out information providing Proof of Income, information from my partners boss for Proof of Income, entire application with background check, submitting paystubs from my work. The site is not using a secured route for asking for banking information. It needs to be investigated why they are using a third party website that asks for banking account information directly without a reroute to your bank. My bank told me not to use the site. At the least, we should be warned before submitting money for an application fee that my entire banking information would be handed over.

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:02/12/2024

  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.

  Sunroom Rentals required personal information from me plus a non-refundable $50 fee to apply for a rental property before I could even schedule a showing. Because my mom is a guarantor, she was also required to pay $50 and supply her personal information. A showing was then scheduled for 12:30 pm today. I waited at the property for 30 minutes and no one ever showed up. I tried to call and no one answered. There was no ability to leave a voicemail. My mom received a text that my payment was not received, yet it already went through on my AmEx account. She was also advised that I would be put on a waiting list as this property was not available, yet it appears as empty and available to rent on my end.

  Business Response

  Date: 03/14/2024

  I looked into this case, the user was confused someone would meet her. I sent her this following message. 

  "Hey *****, this is Lan with Sunroom Rentals. I received your complaint with the BBB. I'm not sure who told you they would meet you at the property at 12:30 PM to show you the home. This home will soon be available for self-touring, which means you can tour the home using our app. We'll notify you when it is ready.
  
  Regarding your application fees, I'm happy to refund you if you are no longer interested in applying. If you would like to continue with your application, we can help you. I'll keep you posted when this home is available for self-touring. Again, many apologies for any confusion we may have caused." 

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising 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 10/19 I found property on Realtor.com and submitted inquiry through Realtor.com for an open rental. I got text message same day asking if I was interested they can do self guided tour. I got text with link to do the self guided tour. On 10/21, I drove to property and proceeded with all steps to do self guided tour through the link I was provided. I submitted my driver license and photo and created account with ********************** realty, however I was never able to get the code to enter the home. I tried again on my familys cell phone thinking it was my phone that caused a problem but after doing all the steps the same thing happened. I proceeded to call company but no answer. I text messaged the number back saying I submitted my information and license and cant access the entry box. I got no response back. I left and about 2 hours later I got a reply from the text asking me to try to download the sunroom realty app and complete the steps. This company is not real and they are misleading. I dont know who has my personal information because I submitted my driver license that had my personal information and want to report this misleading company who does not provide the service they say they will. I was never able to see the property and tried multiple times on different devices.

  Business Response

  Date: 11/08/2023

  Hi *****, 

  I'm so sorry you didn't have the best experience touring our home. However, we do face technical issues from time to time. This doesn't mean our business is not legitimate. I have conversations between you and our support team trying to help get into the home. However, we let you know to try it again on the app because some browsers are not supported. You decided you didn't want to go through that route. 

  I hope you reconsider using Sunroom. 

• Initial Complaint

  Date:06/12/2023

  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.

  On 6-3-23 we were attempting to release a property from sunroom rentals. As a requirement for the lease we had to pay a pet fee of $53. We were missed lead about information on this property. They did not give us all the facts, and we ended up not renting. This was due to negligence on their part. And now they are refusing to refund the pet fee that was required for the application. They ripped us off and I refusing to refund the money.

  Business Response

  Date: 06/22/2023

  Hi there, 

  We looked into this user's account. We refunded them all their fees. At Sunroom, we charge the application fees, but we don't collect the ************* fees, **************** does. They will need to reach out to **************** in order to get the refund. We have no control over that. If you see the screenshots I provided. We have refunded ******* and **** from all the fees we collected. 

  I hope this helps, I will reach out to her to explain. this. 

  Best,

  Ben 

  Customer Answer

  Date: 06/22/2023

  Complaint: 20174847
  
  I am rejecting this response because:

  Sunroom rentals is the reason we had to pay for the pet fees in the first place. They required us to have this before they would move forward with our application even thought they gave us false information just to get our money.

  the prescreening company we have already contacted, and they do not give refunds. They advised to reach back out to Sun rentals since they are ones who required this fee to be paid to continue with our application. 

  
  Regards,
  
  ***********************

  Business Response

  Date: 06/23/2023

  Hey *******, 

  Unfortunately, we don't control ****************. If we did, we would've issued you the refund without questions. 

  Best,

  Ben

• Initial Complaint

  Date:05/19/2023

  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.

  My husband and I are trying to rent a house in ******* ** from Sunroom Rentals. We paid $60.00 each for application fees plus $25.00 each for ************* on two pets. So we have paid a total of $170.00 in fees to be told we are denied because they do not accept our pet breed which is a boxer mix. We had to send 6 months bank statements each 3 paystubs each and a copy of current lease. All to be denied. This has been a very stressful and costly process for nothing. I strongly feel this is nothing but a scam. My husband and I are in our 60s and work full time jobs and work hard for a living and dont appreciate being scammed this way.

  Business Response

  Date: 05/23/2023

  To Whom It May **************** looked into this case in ***** These applicants were rejected because they had a boxer mix dog that was on the restriction list. I also attached the agreement they accepted when they started their application, which had a list of restricted breeds that the owner will not accept. At Sunroom, we process leasing applications on behalf of the owner of the home. Ultimately, they are the ones that make the final decision. 

  Our team also tried to get the applicants to submit their dog as an Emotional Support Animal, this way the owner cannot decline their application because of the dog breed. However, in our communication with them (see screenshot), they decline to go that route. They also know that their application fee and ************* fee are non-refundable. This is stated on the listing page before they apply, we also let them know when they start the application online that the these fees are not refundable since we have to spend the money to do their background check and pay for our application team to process their application. 

  I hope this explain our process and how we do business. Unfortunately, customers get upset when they don't qualify for the home for legitimate reasons, and the only thing they can often do is leave a negative review or take action like this one. We try our best to help our customers and give them the best customer service. 

  Please reach out to me if you have more questions or need further evidence. 

  Best Regards,

  *************

  Sunroom Support Manager

   

   

   

  Customer Answer

  Date: 05/31/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/17/2023

  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.

  This company needs to be shutdown. 1. They state on their website (during the application and in their property calculator) that the pet fee is $20 for the 1st pet and $15 for additional pets, when in reality, once you go to the 3rd party website, it is $25/ pet and it is an annual subscription that you are required to maintain while renting the property. Nowhere on their website do they state that the price may vary and that is paid to a third-party. Also they do not state that the pet fee is actually a subscription (yearly fee). They told us that the disclaimer is done AFTER you pay the application and pet fee; which doesn't sound legal to me. 2. Based on point 1, we requested them to withdraw and archive our application, but there is no way to delete my profile/account or personal information. They said that the application fee will not be charged. Sunroom, if you are reading this complaint, please delete my information. 3. You cannot see the lease agreement or negotiate terms until you pay the application.4. After you visit the house, if any repairs need to be done, they said they have a hard policy of not contacting the property owner to confirm the repairs will be complete prior to move-in until the application fee is paid. This means they can decline repairs after you've paid the application fee and pet subscription (not a fee).

  Business Response

  Date: 03/02/2023

  Good morning! This individual misunderstood the pricing for the ************. If you choose to pay with credit card versus ACH it costs $5 more. There is not an annual subscription. We are not sure where she got that information. All applicants are told that ************ is completed by ****************. Their personal information was deleted once we archived their rental application. They are able to view the lease agreement, but our partner does not negotiate terms of the lease until they know they have a qualified application. They follow this process so that they are not negotiating with an applicant who may not be able to qualify for a home. Neither applicant was charged an application fee by us.

  Customer Answer

  Date: 03/02/2023

  Complaint: 18821753
  
  I am rejecting this response because:

  No misunderstanding on my part. The information is coming directly from **************** (attached). Your website stated, $20 first pet and $15 additional pets (attached). According to **************** it is $20 per pet. Yes, there is a $5 difference using ACH versus credit card ($20 versus $25) but that still doesn't match your price. Therefore, the pricing on your website is outdated and you are providing wrong information and estimates to your customers. Nowhere on your website it says the price may vary according to the current **************** pricing. Also according to **************** IT IS a subscription (renews every year) also the confirmation email I received says subscription. Everything in your reply is completely false. You may want to get your story straight with your 3rd party or learn about your business before publishing on BBB.

  Regards,
  
  *************************

• Initial Complaint

  Date:07/19/2022

  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.

  We submitted a rental application with this company, at first we needed a guarantor to help out with my credit. Once the guarantor was on the application we were told that the first guarantor did not match the requirements which was not specified, and were told that it was to support credit, therefor we had to apply with a second guarantor that met that criteria. Once we found that guarantor we submitted and a couple days later we got a notification saying that our application was denied because our credit score criteria is insufficient. I paid for 3 applications worth 180, and all the time wasted getting sunroom extra information to verify was necessary, I felt marginalized and discriminated against.

  Business Response

  Date: 07/20/2022

  We are transparent in the qualifications for rental properties. For this property, the clients did not meet the credit qualifications nor did their guarantor. The application fees are used to cover the cost of credit and background checks. Unfortunately, they could not qualify due to their credit scores.

• Initial Complaint

  Date:07/19/2022

  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.

  My partner and I found a home on Sunroom rentals that we liked and toured. We ended up needing a guarantor for the credit score portion and was told that the only requirements needing to be met to qualify to apply for the home was a 550 credit score for both applicants ( or guarantor ) and a combined income of 3 xs the rent being asked ( the full amount for guarantor ). After we were able to get a guarantor we spent in total 180 ( 60$ each ) for an application just to get denied. I called them to ask what the reasoning behind the denial was and they contacted the landlord to be told that our credit scores are too low for approval of property - I thought how unusual that we meet the minimum 550 requirement and yet we are still being denied. ( they are the ones that look over your application as well , why would you tell me I qualify just to be denied ) I then asked what credit score where they reading since my guarantors credit score had already been ran prior to this application. The women on the phone told me 580 , while mine was in the 650s. However my brother ran his credit score and his to was in the 600s , so I asked the women what vantage score did they use and who did they run it with just to double check and we asked if she could send the credit score report over to my brother to see where the issue had lied. She told us she couldnt give him his credit report screening , they didnt have it. I throughly believe this company scans people for applications fees and then refuses to give a refund when warranted. Had I know you needed more then their minimum 550 requirement , I wouldve never wasted my time or money!!

  Business Response

  Date: 07/20/2022

  This is a duplicate complaint. We shared with this individual the contact information for the credit bureau so they could get a copy of the report. They refused to contact the reporting agency once they were sent the contact information. 

  Customer Answer

  Date: 07/21/2022

  Complaint: 17580075
  
  I am rejecting this response because: The business claims to have no records of the credit report and refused to send the report to the person it pertained it. On top of that we were led to believe you only needed a credit score of 550 to apply to homes and be accepted. They took 180$ in applications and We think it was the scam us. They claim you only need a 550 credit score , yet no home would approve us.