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Initial Complaint
05/08/2024
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.
Several weeks ago, my roommates and I applied for residency at an apartment complex that partners with Jetty. The complex wanted an obscenely high security deposit so we opted to use Jettys deposit instead. However, we ended up not moving in to that apartment complex and according to Jettys terms of service, we are owed a refund in full because a lease was never signed with that property. When we initially reached out to Jetty, we were told that the apartment complex needed to confirm the information with them in order for the refund to begin being processed. On May 1st, 2024, the apartment complex confirmed with me, in person, that Jetty had been notified about the situation. I have sent numerous emails to them regarding this and Jetty has spent the last week and a half ignoring me and not responding. I want the refund I am entitled to and I want Jetty reported for breaking their own terms of service.
Business response
05/09/2024
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.
Please be advised that Jetty understands the Consumers concerns to be resolved, and a refund was issues on May 8, 2024 after recieving the necessary confirmation from the property. If any outstanding concerns exist, please contact Jetty Customer Service.
Initial Complaint
04/25/2024
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 signed up with Jetty to lease an apartment due to credit issues. I didn't think I would be taken advantage of because of credit problems.. **************** apt has sent in fraudulent charges to jetty, I reached out to dispute the claim. I sent over email communication that should've explained why the charges were fraudulent and was told that wasn't sufficient. This situation leads to believe that these companies conspire with each other to make money.. It's always an issue with getting deposits back and fees being owed. I choose to rent because I have no children, I shouldn't have to fear being taken advantage of because of my personal choices. I also realize I need to repair my credit so I won't have to deal with companies like Jetty and low quality properties.
Business response
05/03/2024
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, and has found 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 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. After reviewing the claim dispute, Jetty found found that the Consumer has not provided enough evidence to deny the claim made by the property.

If the Consumer feels that the claimed amount by the property is unreasonable, the Consumer would need to dispute the amount 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
04/18/2024
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.
Rented an Apt 12/1/2022 was using Jetty for the surety bond. Original surety bond expired 11/30/2023 which was viewable on their website. Dec 2023, Jan and Feb 2024 they were still deducting a monthly payment. I've been having this issue since Dec 2023 and it doesn't get rectified. I've contacted management a private attorney and after reading the reviews they have extended the bond to date of move out. How is a surety bond/deposit be paid the whole duration of a lease. I am coming up on renewing my rental contract for a 3rd year and I'm still paying a security deposit. Please Help!!!Re:attached Billed 3/2 Refunded 3/5 Then billed me again plus the same for ****** But refunded months are Dec Jan Feb March and April 2023/24
Business response
04/24/2024
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.
Jetty Deposit provides an affordable alternative to a traditional cash deposit. Instead of a one time cash deposit on move in, renters make lower monthly payments for the entire duration of the stay at the apartment and have peace of mind that the security deposit requirement is covered.

Jetty has reached out to the Consumers property to confirm that they no longer require a security deposit from the Consumer. Once confirmation has been recieved, the account can be closed as of the date they provide. Jetty suggests the Consumer also reach out to the property and ask them to respond to Jetty with confirmation.
Customer response
05/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that
As a tenant at ******* upon move in we were instructed by property mngr in 12/23 that security that is required should be paid within 1 yr. lease renewal. Renewed lease so 16 mo they are still debiting payments. Who in their right mind would pay a security for the full living term. If I'm here 5 years why am I paying a security deposit.
Wexford Properties knows full aware of situations with Jetty. I'm dissatisfied with this company that does not disclose the terms of their company.
How does a rental ** have no knowledge of a product they are up selling.
Jetty needs to get it together. Stop taking payments refunding them and trying to take them again.
I contest their response.
*********************

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

Sincerely,

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

Customer response
05/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint
No where when choosing the payment option for Jetty was it ever disclosed you pay a security deposit the whole term of your stay. A security deposit is paid within the 1st year of residency as explained by the rental company. As per mngt knowledge a security deposit is for 1 year old not multiple years I am now contacting the news station and an attorney to rectify this issue Upon reading there reviews on the BBB pertaining to Jetty they have been scamming money outta ppl for years. All reviews can be read online with the BBB

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

Sincerely,

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

Business response
05/30/2024
Jetty Deposit is a security deposit alternative, which is a three-way agreement between the Consumer, the property, and Jetty that allows Consumers to pay either a one-time fee or a smaller monthly installment during the duration of tenancy to Jetty rather than paying a traditional security deposit to the building. The attached Tenant Agreement, which was signed when the Consumer purchased the bond, specifically states under the Principle's Affirmation of Important Terms, part D, "I understand that by selecting a payment plan I am consenting to pay the agreed upon premium, and any annual rate adjustments, or inflation factor for the duration of my tenancy."
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 **************

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