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:08/07/2023

  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 Jul 17th, 2023, we were using the microwave to heat water in a teacup when the microwave malfunctioned, sending a surge of electricity through the microwave. We immediately stopped using the microwave and unplugged it out of fear of an electrical issue. There was no metal in the microwave or anything that could have caused a spark, but the top of the microwave looked as if it was burnt. On the same day, we filed a maintenance request through the GPS Renting online portal. Two weeks later we still hadn't heard back so we reached out and they said they were still looking into it. Today, August 7th, we reached out again, and they finally responded saying it's up to us to replace the microwave. They included verbiage from the lease that says we are responsible for maintaining the appliances, which we are doing. The lease also mentions to "report any malfunctions to the landlord", which we did. We did not break the microwave simply by warming up water in a microwavable cup and we are not going to replace a microwave that we can't take with us when our lease is up. As the lease says, we are responsible for maintaining the appliances. My uncle is a repair technician for GE, which is the same brand of the microwave, and when we explained what happened to him, he immediately knew what the issue was and said this cannot be repaired, it must be replaced.

  

  Business Response

  Date: 08/16/2023

  Good Afternoon ******,

  After conducting a thorough review of the situation, we sincerely apologize for the breakdown in communication that occurred from the 21st of July to the 27th of July. We take full responsibility for this lapse and understand the frustration it might have caused you.

  We want to assure you that we have been actively engaged in resolving the issue by securing a replacement microwave for you. We understand that timely resolution is important, and we deeply apologize for any inconvenience you may have experienced due to this situation. Unfortunately, the process of obtaining appliance replacements requires owner approval, which can sometimes lead to delays. However, we are pleased to inform you that we have successfully received the necessary approval from the owner to proceed with acquiring a new microwave for your home.
  

  To move forward, our maintenance team will be in touch with you shortly, if they haven't reached out already, to coordinate the scheduling of the replacement microwave's installation.

  We truly appreciate your patience throughout this process and want to express our apologies once again for any inconvenience caused.

  -GPS Renting

  Customer Answer

  Date: 08/24/2023

  A new microwave was installed and we are satisfied. Thank you BBB for your assistance! 

• Initial Complaint

  Date:08/01/2023

  Type:Customer Service 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.

  We have been renting through GPS over the last year. For 10 months they charged us $200 for landscaping twice a month, but the landscaper only arrived once a month. We requested our money back for the services not received and they provided a falsified record claiming the landscaper was providing the service twice a month. We had video evidence that this was not the case and received our money back only after threatening legal action. We were ready to let this go but they are once again attempting to take money from us, and based on their BBB reviews this is a common occurrence among renters and owners. Their most recent attempt at taking money from us is claiming we are breaking our lease for beginning our move out process before our lease end date. They claim the rental has been vacated; however, we still have personal property in the home, have not turned over they keys, and are still paying our rent as agreed in the lease. We have to have the home emptied, cleaned, and inspected before our lease end date so of course we have started moving items out. They are demanding that we continue paying rent and utilities and that they will be keeping our security deposit for breaking the lease even though we have not. If anything, they broke our lease upon failing to provide landscaping services. They also make it impossible to settle disagreements as they do not accept phone calls and can only be contacted via text or email - which they frequently choose to not respond to or delay communication, even in time sensitive events.

  

  Business Response

  Date: 08/04/2023

  Regarding the lease break situation, the tenants initially submitted a move-out request on July 19, indicating their intention to vacate the property on September 13, 2023. However, on July 28, they reached out via email, stating that they had already moved out completely on July 29 and returned the keys to the lockbox. Moreover, they requested a modification to their lease end date.
  
  In response, I promptly reminded the tenants about their original lease end date, which is September 13, 2023. I clarified that leaving the property earlier would be considered a lease break, and I requested them to officially submit a formal move-out request if they truly intended to move out on July 29.
  
  I provided them with the necessary guidelines for the lease break process, and they acknowledged their understanding of the situation. I informed them that their move-out would be treated as a lease break, clarifying that the confusion might have arisen from misunderstanding our treatment of the September 13 move-out date as a lease break. The residents also informed us that the keys are still in their possession and they will continue to pay the rent until their lease end date.
  
  As of now, we have not carried out any move-out inspections since we have not received confirmation that the property is ready for inspection. Additionally, we have not initiated the lease break process, as we have not yet received confirmation that the tenants have indeed vacated the property.
  
  I have already communicated with the tenants to confirm whether they have fully moved out or if they still intend to adhere to their original move-out date of September 13, 2023. We have requested them to submit a new move-out request with the correct date if they wish to proceed with the regular move-out process.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20407088
  
  I am rejecting this response because:

  GPS clearly does not communicate with each other, or their tenants. As I am writing this response, Julidee from your leasing team is sending us another reminder to renew our lease. We informed her we submitted a 60 day notice to move out last month which she replied with asking us to submit a move out notice. We have already done so three times, so  I am not sure what is going on. Does your team even work in the same office? Does your team even hold meetings? Every time we speak with someone new they have no idea whats going on or how to help us. They always assume the worst and assign a charge before speaking with anyone to clarify whats going on. 

  In every place I have leased over the last 10 years, there have been no clauses about breaking the lease by removing personal belongings so long as the rent is paid and the keys are not returned. Because we have purchased a home and dont have a time window of when we need to move in, we thought it would be best to start our move out process a couple months before our lease end date to make sure we had the best move out possible - having the leased home in perfect condition for the next tenant. When I emailed the care team my intentions were to weigh our options by comparing the price of breaking the lease to completing the lease terms. After speaking with GPS we decided not breaking the lease was in our best interest and were made aware that by simply removing our belongings that would be considered a lease break and we decided not to move forward. 

  However, three days later without any follow up, we received an email from GPS that we had broken our lease and they were going to move forward as such. I replied that I wanted GPS to call me and did not receive any response. I called them myself and they did not answer. I replied again to the email that we had done nothing to break our lease and would escalate the situation if they continued to act as such. I received an immediate response (even though no one seemed to be available for a phone call, weird) that they needed approval to move forward without the lease break even though we had done nothing to break our lease? 

  If this lease break portion of our disagreement is resolved then great, thanks. However, your tenants should not have to go to these extraordinary lengths to get a message across. Talk to each other. Talk to your tenants. And honestly, improve the training and professionalism of your bottom line. 

  This situation reminded me of some issues we had with GPS from the start. After expressing interest in the property, GPS asked if we had any concerns with the home. I replied I was worried about the current state of landscaping and cleanliness of the home and asked if this could be resolved before moving in. The leasing agent replied with, are you paid weekly or biweekly? lol. I have plenty more scenarios but I am running out of time. 

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

  

  Business Response

  Date: 08/15/2023

  Hi *****,

  Upon closer examination, it has come to our attention that the new system we have implemented did not effectively route your move-out information to our leasing department. Please allow us to extend our sincere apologies for any inconvenience this *** have caused you. We are taking immediate and corrective measures to rectify this issue and prevent any recurrence. Our team is diligently working to optimize the functionality of our system to ensure a seamless process for all future interactions.
  
  We certainly understand the frustration that *** have arisen due to the lack of communication with our team during this whole process. Improving communication across our entire organization is a top priority, and we are implementing strategies to enhance transparency and efficiency. We greatly appreciate your patience and understanding. Challenges can arise in any endeavor, but your feedback has been valuable in helping us refine our operations.
  
  Again, we apologize for the inconveniences you have experienced thus far and we wish you the best of luck with your future home endeavors. 

  -GPS Renting

  Customer Answer

  Date: 08/16/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/20/2023

  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 had a signed lease with this company for rental of a house. I had rented the same house from them for 4 years, never made a late payment, kept the property in great condition. Contacted the business to see if I could get out of my lease 4 months early with minimal penalty. Was told if I found someone to rent the house for the remainder of my lease time and continue on as a renter and showed the house to them myself and had them then put in application with GPS, they would see if they could get me my deposit of $2600 back from the owner of the house. They did state it would be up to the owner to decide as in the contract it states if lease is broken early, owner can keep the deposit. I agreed. I showed the house to 4 possible renters, and picked the best ones I thought would be for the house and GPS company and told them to apply. They applied to GPS and were accepted and put down a deposit for the house of $3100 the new amount and paid a portion of the first months rent, starting in January. We moved out on December 28, 2022. We were told the house could not go for rent until January 3rd, because of the holidays and GPS would not have time before that to get in and make sure everything we agreed upon being done had been taken care of. I have numerous e-mails back and forth with the company meeting all their requirements. House professionally cleaned, carpets professionally cleaned, all utilities paid and kept on, keys and remotes turned in, etc...This was all done and I asked them to have someone from their company meet me to check things off. They said they could not because of the holidays. We had to move to ****** and close on a house, so I had friends come and check things out and pay the people who cleaned and walked through and took pictures. I have all pictures to compare with pictures of when house was rented 4 years earlier and house was in better shape in Dec. of 2022 than Feb. of 2019. GPS said they would not let new renters move in on Jan. 3rd and we had to pay all of Januarys rent. We did.

  

  Business Response

  Date: 03/22/2023

  Hi ****** and *****,
  
  Per the lease agreement, the security deposit & pet deposit becomes nonrefundable. Based on the property condition and transition situation, however, as mentioned to you via email, we always ask the owner to see whether they will agree to deduct the transitional costs and return some of the deposit. Because each owner is different, we can't guarantee anything. But we do try our best to get you refunded as much as possible. Unfortunately, in this situation, the owner decided against a refund as it is ultimately their decision and this is a lease break. 
  
  In regards to your move out date, unfortunately, as it was during the Holidays, we had your inspection scheduled for 1/2/2023. We require 21 days after the date of the move out inspection to complete necessary repairs and this information was shared with you during the lease break process. The new tenant moved in on Tuesday, January 24th and you were legally responsible for rent during the transition period which was until January 23rd, 2023 as we honored the 21 day **** as mentioned to you during the lease break process.
  
  We do understand that this is a frustrating situation and we apologize that your move out experience was not what you anticipated. However, we do wish you the best in your future home endeavors.   
  
  
  Best, 
  GPS Renting 
  
  
  
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19622447
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/24/2023

  This is in response of GPS renting reply. Case # ********.
  I am aware the contract said it is up to the seller to not give back deposit if contract is broken. However, I worked with GPS to try and meet all their requirements to get back a portion of the deposit. What they are not telling you is how they have charged me outrageously for things that they asked me to take care of to get deposit back. They said I needed to have carpets and house professionally cleaned and provide a receipt, which I did at a cost of $700. They said the carpets were not cleaned to their standards and the hired another company to come in and clean them and charged me $600. They never even came and inspected the carpets after they were cleaned because they said it was the holiday and I had someone in the neighborhood do it and take pictures and report to them of the very good job the cleaners did. They also said that things needed to be in same condition as found when we moved in. It was, I have pictures, they are charging an outrageous fee of $500 to replace screens which they say are broken and off. They are not broken, they are off the small part of the window in the bathroom where the handle is so you can open up the bathroom window to air out the bathroom. Also they said a leaking showerhead, which is the same shower head that was there when we moved in and it does leak if not turned off at a specific angle. We dealt with that the whole 4 years we lived there and it was not a problem. They also said a blind was broken, that is not the case, one of the pulls is off kilter and has to be pulled up seperate and was the case when we moved in and it does not affect the function of the blind in any way. They are also charching an inconvenience fee of $1350 of break of contract which was not in the lease agreement.They are also charging additional $500 inconvenience fee. I think these are trumped up charges to just make it be more than the deposit. These add up to more than our deposit and they are requesting additional payment to them of over $400. That is unfair and quite shady. I have 3 months of e-mails back and forth with the company doing everything they asked me in finding a new tenant, showing the property, allerting them of move out and paying an extra months rent in January so they could do their administrative work, ie... scam me.
  Thank you, *************************
  

  

  Business Response

  Date: 03/30/2023

  *****,
  
  As mentioned in my previous response and as mentioned by you, you stated that you acknowledge that by breaking the lease, you agree to potentially forfeit all deposits. 
  
  Unfortunately, that is what happened in this scenario and we all understand that you took care of the home. However, the owner opted out of returning your deposits which left you with a balance owed after all necessary repairs were completed. We are not in the business of taking anyone's money, or adding unnecessary "inconvenience fees." We apologize if you feel that you were treated unfairly during the move-out process as we strive to treat everyone with professionalism, honesty, and kindness.
  
  Take care,
  -Everyone at GPS Renting

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19622447
  
  I am rejecting this response because: I was double charged for carpet cleaning, over charged by $600 also charged for something that was supposedly broken and it was not.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/12/2023

  *****,

  You were not double charged for carpet cleaning whatsoever. You were charged for house cleaning. Unfortunately, the vendor you hired is not on our approved list of vendors and the cleaning was not up to our standards, which is why we had to have it re-cleaned. Please refer to your move out inspection that visibly states, "All surfaces except the blinds are clean, but not professionally." We had to proceed in getting the house cleaned again for new residents. As mentioned previously, we understand your frustration, but these charges will stand.

  Take Care,

  -GPS Renting

• Initial Complaint

  Date:06/23/2022

  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 signed a lease with GPS Renting that took effect 1/18/22. I was advised renters insurance was required and if I didn't obtain renters insurance through a private insurance company, I would be charged a rate of $12.50/mo from GPS Renting. I initially uploaded proof of renters insurance on January 18th, 2022. On February 2nd, 2022, I emailed GPS and asked why I was still being charged for renters insurance and they advised it was because my roommate's name wasn't on the declaration of coverage (even though she was covered). I then contacted my renters insurance again and asked them for an updated declaration with my roommate's name on it. The updated document was uploaded on February 23rd, which is when I got it from the rental insurance agency. Both myself and my roommate were covered through the same renters insurance policy effective January 18th however, GPS refuses to credit me for the time I was billed and covered by another insurance. I was advised multiple times they would look into a refund for $25 ($12.50 for two months) however, 4 months later I received a response from GPS that they can't credit me. This is a small amount and almost not worth the complaint due to the time and effort it takes, but this is not right and makes me wonder how many other people they are scamming.

  

  Business Response

  Date: 06/24/2022

  Hi ******,
  
  Thank you for reaching out to us. I see that your proof of renters insurance was provided to us in January, however it only reflected your name. When we contacted you in February, we needed the updated declaration page showing your name and your roommates name. I know you mentioned that she was also covered. If she was under your policy, the documentation provided to us did not reflect that. If she was covered under her own policy, she would have needed to provide that to us. Upon researching your current policy, it appears that it was amended on February 9th by your insurance company, however, we received that amended renters insurance document fully uploaded from you on February 23rd showing your name and your roommates name.

  I have issued you a credit of $2.23 which is the pro-rated amount of the $12.50 charge from February 23rd - 28th, 2022.

  We apologize for any inconvenience this may have caused.

   

  Thanks!

  GPS Renting