Complaints

• 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. ↩