ComplaintsforJetty

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Jetty deposit for a rental home. We moved out and the owners let us out of our lease. The owners are charging us bogus charges that we were disputing and Jetty just went ahead and paid them without any warning or notice. I got an email from Jetty, that went to my spam explaining the situation and asked them to send me a bill and why they didnt even notify us that they were paying the bill when the owners KNEW we were disputing the issues (they were issues that were there when we moved in and put on our move in check list as damage) Jetty told me the $685 had to be paid the day I reached out them. I emailed back asking why they didnt send me a bill, and why they didnt notify me and then they never responded and sent us to collections. Ive been fighting collections because jetty hasnt even given us time to pay the bill and online it states if you owe for damages they work with you and let you make payments yet I was told no they dont and that it was due that day I have reached out multiple times with no response and Im about to be left with no other decision but to notify the **** about this. The collection company will not work with me and will not even show we what we supposedly owe, the owners never could show us proof that we caused more damage and when I sent them the move in forms showing there was damage they stopped communicating. Jetty needs to step up and get this bill out of collections off my credit report and work with me!

  Business response

  09/06/2022

  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 received notice of the claim against Consumers bond on April 5th, 2022. Consumer received communication, including a bond deposit explanation and a final account statement, from Jetty being notified of the claim on April 6th, 2022.
  Between May 5th, 2022 and May 6th, 2022, Jetty had direct communication with Consumer regarding payment plans and collection vendors. Jetty has not received any correspondence to indicate that there was a dispute between the Consumer and the property.
  If any outstanding concerns exist, please contact Jetty *****************

  Customer response

  09/06/2022

  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:

  [Your Answer Here]

   You never ever discussed payment options. When I reached out to your team via email the person emailing me said that I could make payment arrangements with the collection agency. I have screenshots of the email. No one was willing to work with me. No one would accept anything about me having a dispute open with homeriver! They never even asked me about it, just went and paid them! Literally no communication, and I have a paper trail. If this doesnt get taken out of the collection agency I will take my paper trail to my uncle who is an attorney and we will go after yall. You never worked with me at all! Again, Ill add the email between me and your employee who just completely stopped talking to me and responding. Fix it! The email attached said please pay in full in 30 days, your online website states yall accept payment plans. My last email with them they said they wont accept anything! 

   Your emails kept going to spam, so I wasnt receiving them right away. No one ever tried to call me or reach out to me.

   

   

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

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

  Business response

  09/13/2022

  As previously stated, Jetty has made a good faith effort to contact the Customer and did in fact send notification of the claim from the property to the email address provided by the Customer.

  ********************** does not offer repayment plans for claims against your Jetty bond, the payment options referenced on the website are applicable only to bond premium. If the amount in collections is in an open dispute with the property management company, please contact our collections vendor to handle disputing this amount. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I advised Jetty that I moved and that the policy is no longer needed. I provided my final statement as requested and they still continued to email me. My apartment complex then provided the same final statement and emailed confirming my move out. I received an email confirming my account has been closed and that I am owed a partial refund. They continue to email me trying to collect the monthly payment. STOP EMAILING ME.

  Business response

  08/31/2022

  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.
  Please be generally advised that Jetty has addressed the Consumers concerns through direct communication with the Consumer on August 8th, 2022. Jetty is required to send the Consumer correspondence regarding a remaining balance on account.
  We regret any inconvenience the Consumer may have experienced during the bond termination process. Jetty is committed to creating a positive customer experience, if any outstanding concerns exist, please contact Jetty Customer Service.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They keep autobilling me every day for an account i canceled over two years ago. Ive loved back in to my old login with them to request cancellation again and Ive sent them messages. I have had to drain my account so that they cannot steal from it. They need to cease and desist and clean up their act.

  Business response

  08/30/2022

  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 consumer has purchased a deposit replacement bond through Jetty to satisfy the security deposit requirement of his leased residence. Premiums for this bond are due monthly for the duration of the consumers tenancy.
  Please be generally advised that Jetty understands the Consumers concerns to be resolved based upon our direct communications with the Consumer. We regret any inconvenience the Consumer may have experienced regarding the bond product. Jetty is committed to creating a positive customer experience, if any outstanding concerns exist, please contact Jetty *****************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for Jetty Bond for move in to a property and I entered the wrong amount for deposit amount on 7/20/22. JTY-2022-********** I notified Jetty several times for changes to be made. No response by email or phone. The phone is just forwarding you to send email I guess..It's sad no changes can be made in a timely manner or within their system..My lease and move in, cannot take place until this updated..That's disappointing ??. Turnaround for anything should not take more than 48 hours. If you're going to provide a service with no response you should put a disclaimer in red..so I person can choose accordingly

  Business response

  08/30/2022

  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.
  Please be advised that Jetty understands the Consumers concerns to be resolved. We regret any inconvenience the Consumer may have experienced during the bond termination process. Jetty is committed to creating a positive customer experience and is currently developing additional processes to ensure residential tenant deposit bonds are cancelled as of tenant move-out. If any outstanding concerns exist,please contact Jetty *****************

• Initial Complaint

  07/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 24th is the date I signed an agreement with Jetty for the first amount of $36 to secure an apartment with Creekside *******. Effective date July 8th. By June 30th Creekside levels inform me that have no idea when they will have an apartment ready for me since I had already received notice of the address while I was already living at to be out by July 1st whom I was living with my daughter who was moving out of town it doesn't matter and taking on another job. On June 30th I contacted ***** and canceled the agreement you have 5 days within the effective date in order to cancel and receive a response I was emailed by ***** and told that they received the request and I will have results within three to five business days well it has been over a month no resolution yet and I have emailed both parties Jetty and Creekside ******* and the problem still has not been resolved.

  Customer response

  08/06/2022

  Better Business Bureau:
  
  My complaint with Jetty had finally been resolved.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

  07/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out to Jetty via email last month in regards to them continually charging my account although I had moved out of my previous place. Ive yet to have a response nearly 2 weeks later and they are still trying to charge my account. Ive tried calling and emailing an abundance of times and it is nearly impossible to get ahold of someone. Jetty is very unprofessional and inconsiderate of their consumers. They lack basic communication and coordination needed to be a rental insurance company.

  Business response

  08/30/2022

  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. Please be advised that Jetty understands the Consumers concerns to be resolved. We regret any inconvenience the Consumer may have experienced during the bond termination process. Jetty is committed to creating a positive customer experience and is currently developing additional processes to ensure residential tenant deposit bonds are cancelled as of tenant move-out. If any outstanding concerns exist, please contact Jetty *****************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am being charged by this business a 750 dollar charge for damages beyond normal wear and tear. The property was not turned in with damages beyond normal wear and tear. I have pictures of the property with time stamps and evidence of the business overcharging me.

  Business response

  08/30/2022

  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.
  Please be generally advised that Jetty has addressed the Consumers concerns through direct communication with the Consumer on April 20th, 2022. At this time, the Consumers prior property management company (Firmus Centro) has validated the accuracy of the charges shown on the move out statement provided with this complaint. Jetty is contractually obligated to pay the claim based on the bond agreement. Should the Consumer have continued concerns with charges imposed by the property, *************, the Consumer would need to dispute these charges directly with the property. Jetty is committed to creating a positive customer experience, if any outstanding concerns exist, please contact Jetty *****************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of my apartment on June 30th, 2021. For the last 9 months (they charged me again today), Jetty has charged me a monthly premium, despite a) it being a 3-way agreement and there being proof that I have not lived in that apartment complex in nearly a year b) repeated assurances that they would verify my claims with the complex, stop the charges, and issue a refund and c) multiple points of contact in writing. They have verified nothing, yet claim that they "cannot cancel" my account without confirmation of the apartment complex themselves, which they have yet to seek, and which they will not accept from **** am seeking a full and complete refund of all premiums paid from July 2021 - March 2022 and the immediate cancellation of my account. My email is ************************** My phone number is ************.

  Business response

  03/11/2022

  ***************************** reached out to us via email for the first time on 03/01/2022. They stated they had moved out of the home in June 2021 and wanted a refund for all charges after that. We responded 03/02 and advised we'd be happy to help and since the Jetty Deposit bond is a binding three way agreement between, the resident, Jetty and the partner property, we'd need their confirmation on the move out date to cancel the bond. We reached out to the property that same day and received a response on 03/08 advising the property is under new management and they're unable to assist with the information needed. In return, we reached back out to ****** on 03/11 and advised them of this info and asked if they could provide any supporting docs from the property confirming the date of move out. ****** provided a notice to vacate as well as an email from the property confirming which is sufficient proof. We cancelled their account as of 06/30/2021 and issued a refund in the amount of $43.36, refunds generally take about 5 to 10 business days to receive. Please note: We are unaware when a resident moves out of a property unless they notify us, ****** did not reach out until March 1st, 2022.

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is moderately satisfactory to me and the matter has been resolved. Please note that both myself & my wife were informed by the previous apartment administration that Jetty would be notified upon the processing of final move-out requirements, and that the account would terminate automatically. Whether this was a misstatement by the apartment complex, or the matter was simply not handled by Jetty until I reached out personally, I cannot personally confirm.

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

  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. JETTY INSURANCE AGENCY *** bal. $500.00 *********************

  Business response

  09/01/2022

  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 security deposit replacement bond through Jetty to satisfy the security deposit requirement of their leased residence at Scottsdale Horizon Apartments. In accordance with the signed lease and tenant bond agreement, the Consumer agreed to reimburse Jetty for any claims made against the security deposit alternative bond by the property. If the Consumer did not lease the residence listed at Scottsdale Horizon Apartments or purchase the security deposit alternative bond, please contact both the property and Jetty Customer Service.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I moved to GA to purchase a home. I began a lease using jetty insurance. However, ********************* sold the complex. My lease was up on January 21, 2022. I have tried to communicate this to the jetty. I was told they would investigate but they are still attempting to charge me. Now I am receiving threatening emails saying my account is going to be forwarded to a collection agency. As I mentioned before I do not know how to contact the old management. Did you even conduct your investigation? I am in the process of buying a house and doing this could affect my chances and warranting damages. To my understanding jetty is the middle man between both parties. I am the party that initiated business. And I am present but you are threatening to hurt my household. However, jetty business relationship with the management is questionable. Going forward you might want to include the managements responsibility in a contract as you did with me. I am asking that you contact me and do not make the mistake of falsely reporting me to a collection agency. When I am here and interested in a solution.

  Business response

  03/31/2022

  We received a request from ***** and **** to cancel their Jetty deposit because their property was under new management and the new management doesn't accept Jetty. Because Jetty Deposit is a binding three way agreement between Jetty, the resident and the property, we're unable to cancel a bond without confirmation from the property. We reached out to the property on 01/27/22 to request permission to cancel and continued to follow up until we were able to get a leasing agent on the phone on 02/12/2022. We explained the situation and they advised they'd escalated to management and get back to us. We did not hear back from the property and continued to follow up via phone and email. The property responded on 03/24/2022 and declined cancelling the residents Jetty deposit. We followed up with **** and ***** and let them know that we're unable to cancel the bond because the property declined and that they could follow up with the property for more information and to discuss further.

*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. ↩