Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up on Innago a few years ago. Last year, I attempted to reactivate my account and merge accounts. At that point, I spoke with two different people on their team who confirmed that my phone number would NOT be shared with 3rd party sources as I only wanted my e-mail shared. I understood that my phone number would be accessible to tenants only. After spending hours updating properties with Innago to link to their listing partners, Innago has sent incorrect information and made my phone number public resulting in NUMEROUS spam phone calls! I would like Innago to update the information they are sending to the listing partners to be the correct property name and contact information including removing my personal e-mail. I spoke with Danika who said I could provide a Dummy phone number in their system but their system keeps giving errors. When I requested a call back from someone who could actually help, I was told to go to a different platform. I have spent HOURS setting up things with them, have sent applications to perspective tenants, and have already informed current tenants about a platform switch. Not helping me would cause significant harm to my business, and having my phone number publically listed is also not what was disclosed to me.

  Business response

  01/07/2025

  Hi *******, Very sorry to hear your frustration. I do want to assure you though, we absolutely do not ever share your contact info unless you directly consent it. For example, when signing up, we gather your account phone number and we also, separately, ask for your organizational phone number. We note on this screen that your organizational phone number will be shared with tenants. Your account phone number is never shared. 

  When you choose to list a property, we similarly let you know that you will be sharing your organizational info with Zillow, Realtor.com, etc. (depending on the services you choose). Once these platforms have the info, it is absolutely possible that a spammer might pick it up, but we do not and will not ever sell your info. Please feel free to reach out to us to further discuss: ###-###-####

  Customer response

  01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  1) I was told during a customer service call that my phone number would only be shared with tenants, not 3rd party platforms even with listings  

  2) Was then told that they put a place holder phone number 

  3) Now Innago has removed all of my listings and a perspective tenant is now worried that this is a scam! See screen shots  

  
  

  
  
  
  Regards,
  
  ******* *****
  

  Business response

  01/10/2025

  Hi *******, we would love to resolve this in the exact manner you request in your complaint but have not been able to get a hold of you. Please contact us directly: ###-###-####

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  My listings are still not posted with the accurate information. 
  
  
  
  Regards,
  
  ******* *****
  

  Business response

  01/13/2025

  We remain unsure of the changes you want or how to make those changes. We again request that you speak with us. We have tried calling multiple times to no avail. 

  We are ready at your convenience to fully fix this as soon as you're ready to speak with us. Again, our number is ###-###-####.If you prefer us to call you, please let us know a time at which you will be available. 

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  I have already called in and e-mailed multiple times with multiple people without resolution. 
  

  
  
  Regards,
  
  ******* *****
  

  Business response

  01/13/2025

  I am trying to contact you directly. I understand your frustration but please do not let that prevent you from seeking solution. You have not yet called ###-###-####

  Customer response

  01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  This issue is not yet resolved! Please don't close this. 
  
  
  Regards,
  
  ******* *****
  

  Customer response

  01/23/2025

  All my properties still are not posted to the 3rd party sites as they say they are. 

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I asked my landlord to use a rent collection app/tool to collect my payments. So she and I looked at different rental collection services and read reviews and decided to try Innago. I wanted her to use it so I could use the Flex payment company however my landlord was not 100% sure she trusted this or the legitimacy of the company. So to test it out I put my account information and she was well aware of this. The payment was processed from my account to Innago for $765 however it was never sent. They’re just holding the funds saying it’s a security risk because some things didn’t match up yet they took the payment and now holding it and won’t return it to the original account it came from or process it to go to the account they have that it should be sent to. They are saying the bank that the funds were taken from has to do a chargeback. That bank won’t initiate the chargeback and Innago is refusing to return the funds. This is NOT Innago’s money to hold. I understand if they don’t process the funds to the account intended but not returning them to the account they took them out of does not make any sense. They are holding funds they are NOT their funds. This was supposed to be a way to pay money between landlord and tenant. They have provided not provided that service so they need to return that money

  Business response

  11/21/2024

  Hi *****, after review, our team did determine that this payment had too many fraud signals to complete (those may have been erroneous; however, unfortunately this is not something we can compromise on). We would be more than happy to assist you in reversing this transaction, but we do need to speak to you on the phone to complete that process. The phone number you provided seems to match your landlord rather than you. We have sent you an email requesting a conversation to resolve this and as soon as we hear back, we will get this handled. Please don't hesitate to reach out to us at ###-###-#### or respond to our email. 
  
  

*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. ↩