Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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

  12/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising their product as deposit insurance a customer is made to believe theyre paying to have any charges on their security deposit covered, when in reality theyre essentially just selling a predatory high-interest loan. Extremely unclear about complex financial products and does not advertise nor inform this adequately at all.

  Business response

  07/10/2024

  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.

  Customer response

  07/29/2024

  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]

   By calling your product insurance the purchaser thinks this is an insurance product. That was my understanding, that this was deposit insurance that would cover claims against the policy. What this actually is, from the consumer side, is a loan where Jetty fronts your security deposit for 20%+. This is extremely unclear other than deep in the fine print. I was fooled by this false advertising, and believed this was deposit insurance, as it was marketed. Jetty does NOT make it apparent that you will still need to pay claims against your security deposit. My guess is, if individuals knew what they were getting into from the beginning, they would not purchase a ridiculous 20%+ loan. 

  I hope decision makers at this company will self reflect and revise their predatory practices.

   

   

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

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jetty engaged in a flagrant insurance fraud scheme with a partner CEO **** *******************, VTS **** Mayflower Owner LLC in ********. A partner that had its right to transact business in ******** involuntarily terminated as a foreign LLC from April, 2022 through August 2023. During this period, I purchased a policy 2/2023 (paid in full). In fact, Jetty gave this wholly illegal enterprise a whiff of legitimacy through its partnership and continues to obfuscate its hand in propping up an illegal enterprise that has defrauded thousands of Virginia citizens. I am an insurance agency owner and financial services professional. My effort to engage this Jetty outfit have been met with promises of a call back or an email. No such calls or emails ever happened. I have sought remedy with state regulatory agencies and made some legal inquiries.In short, if I, an insurance professional can't effectively get a straight answer after being defrauded by a Jetty partner, most will find the same. When looking at insuring the interests of any business, one begins with a company's good standing in a given state. Usually it is the Secretary of State of the respective state that can provide this assurance. In ********, it is our ******************************** Commission.Jetty breached its fiduciary obligation to the insurance carriers it represents by binding policies on an uninsurable interest of a business not permitted to transact business. These policies provided a steady profit stream for a illegal enterprise that first defrauded people by obtaining money and signatures by false pretense but then making exorbitant claims, claims Jetty knew were fraudulent. Due diligence for insurance industry professionals is paramount. Jetty is either grossly negligent in its propping up an illegal enterprise or engaging in flagrant malpractice and criminal obstruction in its efforts to aid and abet robust fraud, over a protracted period, injuring thousands of Virginia citizens.

  Business response

  06/17/2024

  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.
  
  We deny that we have engaged in an insurance fraud scheme. Jetty is an insurance agency and is acting in such capacity when selling the residential tenant bond product to tenants in accordance with the terms of the Tenant Agreement (attached). Article 13 of the Bond Document (attached) states that Jetty is not in any form of agency partnership or joint venture with the Landlord, and we do not now, nor have ever, purported to be in a joint venture or agency partnership with VTS **** Mayflower Owner LLC.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The money owed to Jetty was paid in full in February 2021. this company kept my account open after moving out of my apartment which resulted in an accumulation of charges. The statement below shows that the charges were paid but they refuse to remove the balance of ******.

  Business response

  06/11/2024

  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.

  We have corrected the complainant's date of cancellation to be March 2, 2022. By updating the cancellation date, the complainant's outstanding account balance for owed premiums to Jetty is $20.40. To discuss resolution of this balance, please e-mail us at ***************************** or call us at **************.

*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. ↩