ComplaintsforJetty

Financial Technology

Multi Location Business

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Initial Complaint
04/17/2024
Complaint Type:
Product Issues
Status:
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.
This place takes your money and you dont get your deposit back you think your getting your money back and then to find out you dont get it back this is not right when people are struggling this is a scam I want my my money back
Business response
04/23/2024
The Consumer purchased Jetty Deposit to satisfy the security deposit requirement of the leased residence. In accordance with the signed lease and tenant agreement, Jetty Deposit is a financial agreement between the Consumer, the property, and Jetty, which protects the property from lost rent or property damage, and saves the Consumer on move in costs for a non-refundable premium.
Initial Complaint
03/06/2024
Complaint Type:
Billing Issues
Status:
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.
I was helping a friend by providing my credit card information for a period of time. On February 2nd they were told this was the last payment to be posted and all had been satisfied and this was also shown on their website. I then experienced fraud on my card and had my credit card cancelled and a new card was issued. I DID NOT supply this new information to their website as my friend was told there would be no more payments requried. Imagine my surprise when on 03/02/2024 my new card was debited even though neither myself or my friend supplied this new information. I checked with my financial institution and they said Jetty used a Data File Tranmission and accessed my new card information and placed it on their website. This should be considered illegal. I initiated a dispute to get my funds returned. I then called Jetty to have my card information removed as i did not give authorization or approval for this. The associate told me their company does not have the ability to pull new card information but that fact was disputed by my bank. So this associate must not be aware of what Jetty is capable of. I checked and my card number is still on their website without my consent and i want it removed immediately. This sounds like a scam to keep debiting credit cards even though the debt has been satisfied. If my card information is not removed I have no other recourse but to engage in legal counsel/action
Business response
03/13/2024
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.
Jetty is not able to pull new card information, and the card on file for the Consumers bond must be updated with a bank issues card within the portal to be able to change the payment method. The Jetty Deposit bond will stay in force until the policyholder moves out of the apartment or it is canceled with approval from the property. In reviewing our records, we have advised the policyholder to reach out to the property to cancel the bond and we will do so when we have the approval.
If any furhter issues persist, please reach out to Jetty Customer Care.
Customer response
03/13/2024
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:

Jetty was able to have my new card added to their portal under my friend's profile. Neither myself or my friend added that card information and it is still showing on that profile. I want it removed immediately as i gave no authorization for the new number. Jetty needs to explain further how my card information got added to my friend's profile without input from myself or her.

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

Sincerely,

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

Business response
03/25/2024
We apologize for previously providing incorrect information. The payment platform that we use works with card networks and automatically attempts to update saved card details whenever a customer receives a new card. Automatic card updates require card issuers (i.e. your bank) to participate with the network and provide this information. We have removed the Consumers card on file as of March 4th, 2024 and they were refunded the March payment. To continue using thr Jetty Deposit Bond, the policy holder must update the payment method with a valid card.
Initial Complaint
03/01/2024
Complaint Type:
Order Issues
Status:
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.
I haven't been able to pay this business in months because they never auto bill me like they said they would.They never respond to my emails, calls or zendesk tickets! Now they're threatening to send me to collections because I "haven't made a payment" I'm trying but they don't respond! This company is a bunch of idiots scam artists!!!
Business response
03/06/2024
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.
Jetty has found that the payment method that the consumer had on file was being declined when the autobilling was attempted. If any further issues persist, or to update payment methods, please log in to your Jetty account or reach out to Jetty Customer Care.
Customer response
03/09/2024
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:

[Your Answer Here]
They never tried auto billing me! Saying my payment method was declined doesn't make sense because they never tried billing me in the first place.
They just let my balance rack and stack up until I owed a bunch then tried to use that as an excuse to sell it to a collectors agency.

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

Sincerely,

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

Business response
03/25/2024
Jetty has escalated this complaint to our engineering team to investigate the claim the Consumer has made about autobilling. In the mean time, if the Consumer can send an email to the Jetty ************* team when the funds are available, we can process the Consumers payment.
Initial Complaint
02/27/2024
Complaint Type:
Order Issues
Status:
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.
I moved into ******************** apartments in September 2022 and secured a Jetty bond as recommended by the property manager. In November 2023, my lease ended and I moved. End of Feb 2024, I received a notice from Jetty that a claim was made on my bond from the apartment 4 months later and was sent an invoice in the amount of ****** due by April 5th 2024 with no explanation other than the apartment submitted an invoice for carpet replacement and they paid it and now I was responsible for the amount or my credit would be affected. I submitted a dispute and they said they already paid the amount with just an invoice and if I wanted to dispute it to contact the apartments and that I needed to pay by the 5th and them saying I had a service dog in the apartment and stating it was pet urine was enough to pay the claim. My dog is service trained and doesn't use the bathroom inside. The carpet was improperly installed at move in and it was noted to management and they acknowledged it. At the time of move out, the manager became non responsive and would not do a final walk through. Jetty bonds accepted this claim with no evidence such as pictures or any proof. I've explained to them that the management company is nonrepsonsive and Jetty has just said "oh well we already paid them and you owe us" keep in mind the area in question is less than 200 sq feet and no company charges almost 900 for carpet replacement. The carpet was also steam cleaned upon move out. This company partners with management companies and charges consumers crazy fees on the back end
Business response
03/06/2024
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.
Jetty has confirmed that there was a dog in the apartment and has acquired photos of the damaged carpet. There is currently not enough evidence to make any adjustments to the claim. Jetty would suggest that the Consumer dispute the claim with the apartment complex and send any new information to the Jetty Claims team.
Customer response
03/13/2024
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
No pictures of damaged carpet were provided.

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

Sincerely,

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

Business response
03/25/2024
Photos were provided from the property to confirm damage. Jetty suggests the Consume reach out to the property to dispute any claims.
Initial Complaint
02/15/2024
Complaint Type:
Product Issues
Status:
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.
I have been contacting Jetty to cancel my policy since 1/9/24. I have paid my past due balance as well. I spoke to a representative as well as emailed about this and they assured me everything was cancelled. I have been moved out for over a month and now Jetty has just taken more money from my account and the customer service line is going in a loop. I dont understand how an apartment complex can have you sign up for a scam. I want my money back and my information removed from this website.
Business response
02/16/2024
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.
After review and verification with the property, the bond for this Consumer has been cancelled and we have refunded ************* account balance.
If any further issues persist, please reach out to Jetty Customer Care.
Initial Complaint
02/02/2024
Complaint Type:
Billing Issues
Status:
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.
On January 31, an unauthorized charge for $708.19 was not approved by me. However, I do have a debt, but who don't. I have monthly charge for a rental deposit agreement of last year. I have not been able to make my monthly payment for ***** cent. The company did not call or ask to withdraw this amount from my account for ******. Therefore, my residence has not change or my contact information.
Business response
02/16/2024
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.
Upon review, Jetty has not received payment for a monthly Jetty Deposit from the Consumer since April of 2023. Because Jetty is owed these funds for the past unpaid months, we are unable to refund the payment.
If any other issues arise, please feel free to reach out to Jetty Customer Care.
Initial Complaint
01/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Per the insurance policy, they have not paid out anything and that is with proof and then the apartment residents said that they had no cameras. The police report was requested multiple times of which nothing was done by the apartment.
Business response
01/24/2024
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.
Jettys records reflect that the Complainant has never filed a formal claim under either of her Renters Insurance policies. If the Consumer would like to file a claim that is within the claim window of the policy, she is still able to do so by contacting Jetty Customer Care.
Customer response
01/27/2024
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:

[Your Answer Here]
I sent so many emails and letters to resolve being paid out. One customer service agents told me to wait for and never did contact me back it was as though it was some type of childish game of they do not feel like doing their jobs or any research. I also have to contact the department of insurance which no one responded I think because everybody is starting to age, they think that a job means that as long as they answer the phone they are doing the job, that's not how it works.
They should have refunded the policy and in the apartment complex that the policy was under stated that they had no cameras via email ( which was not my responsibility).

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

Sincerely,

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

Business response
02/01/2024
As stated, this Consumer has never filed a formal complaint with Jetty and cannot pay out a claim that was never filed. If the Consumer would like to file a claim that is within the claim window of her policy, they are still able to do so with Jetty **************
Initial Complaint
01/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They want me to reach out to the bank they sent it to witch i have no way of knowing what bank that is simply by last four of the card. I have no card ending in that. And any possible card it must have been is linked to closed accounts so the bank cant help me.. I just want them to issue the deposit so I can receive it. Instead of acting like its ok to issue refunds over a year later to closed accounts. I used jetty as a deposit alternative to an apartment I rented in ********** a year and half ago. Recently they issued me a refund of ***** they claim to the card on file . It took a long time to get a response to know what card it was sent to bc of how long ago I rented the apartment. The card they sent it to they claim processed and received it . However I have no card ending in that and the account it was linked to is closed. I've stated that multiple times to them so how was it received? I've asked them repeatedly to find a solution with me and can only speak to someone via email witch has been useless. I'm not asking for anything more then tbe 35 dollars . Preferably received though. Not sent to a closed account with a card and number I don't even have . I've attached the emails back and forth with ***** from Jetty support regarding the issue. Dates and times of contact are on the photos .
Business response
01/11/2024
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.
The Consumers refund has been successfully processed back to the original payment method. Jetty is only able to refund payments to the original payment method. Jettys team has been in contact with the Consumer via email and have provided the information available to help the Consumer contact the financial instituion to access the refund.
If there are any other issues regarding a refund, please contact Jetty Customer Care.
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am in the process of moving out of my apartment. My lease ends in 2 weeks. I contacted Jetty a few days ago to let them know when I was moving out of my apartment. When I moved in I was able to speak to a live representative while creating my policy, but somehow just six months later that is no longer an option. The phone number is useless and it literally tells you to go on the website and hangs up.I submitted a request to end my coverage and all they said is "they'll get back to me". I wanted a confirmation of my move out date and a confirmation from them that they will stop billing my account after January 10th. I am unable to end the coverage on my own and they won't even let me modify my account. They have my card information and access to my credit. How am I supposed to trust that they won't abuse this information after I move out when they keep redirecting me to "the help desk" where I've submitted the same request twice?
Business response
01/03/2024
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.
Jetty Deposit bonds are designed to remain in place for the entire duration of tenancy. After the Consumer has moved out, they can submit a cancellation request. Please note that if the property confirms the move out date entered is inaccurate, Jetty reserves the right to correct the cancellation date and recover any additional premium owed.
Initial Complaint
11/30/2023
Complaint Type:
Billing Issues
Status:
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.
I moved out on July 17th 2023 and they continue to charge my card (5 times now), despite filling out the cancel form twice with move out documentation and also calling twice. The website does not allow removal of the card. This is clearly by design to scam consumers as I see many complaints about them continuing to charge cards after cancellation. This is a criminal violation in my opinion and clearly meant to steal money from unsuspecting customers. DO NOT PUT YOUR CARD INFO INTO THIS WEBSITE.
Business response
01/03/2024
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 this issue has been resolved and the Consumers account with ********************** has been closed.

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