Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I decided not to renew my membership for an additional year and was never told that after my membership ended I would not have access to last years tax reporting data. I was also charged and not refunded for the upcoming year. I was able to pull one report before my membership ended but it did not show all of the rent collection in 2023. I have been trying to speak to a live person without any luck.

  

  Business Response

  Date: 03/04/2024

  Customer had previously requested a refund and was granted one.  
  
  Customer had requested access to documentation, and has been granted until end of March for information at no additional cost.  
  
  Customer stated that we are good to close. 

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  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.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/06/2024

  Hi *********, thank you so much for bringing this to our attention. We're happy to hear our team helped you through everything and look forward to continuing working together with you.

• Initial Complaint

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** from the company reached out to me and said they would refund the money if I remove my complaint. Once completed I am supposed to notify him, and he will provide a refund. I am not sure how to do this. If I am not mistaken they should be communicating this through the BBB? m. I explained this but I was informed they do not refund. invoice is 88AC808F-0001

  Customer Answer

  Date: 10/12/2023

  In regard to our last email communications, I am requesting that the complaint not be published.

  

  Business Response

  Date: 10/13/2023

  Thank you *****, I am happy we were able to resolve the issue for you in the end and apologize for trouble during the onboarding process.

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Also today, one of my new tenants tried to set up her rent payment and for some reason the payment information of the previous tenant was there! attached is the message she got. I scheduled a conference call with one of doorloop employees and he said its ok, its a one time thing probably and it is hard to find out!   This is disturbing! I asked him if there is a $2000 charge on his creadit card for someone else's purchase would he feel the same way!

  

  Business Response

  Date: 08/04/2023

  We appreciate you taking the time to share your feedback with us, as we genuinely value all customer experiences and opinions. After carefully reviewing your concerns, we felt it necessary to address some points raised in your review.
  
  At DoorLoop, we strive to provide exceptional products and services to all our customers. We take great pride in the quality of our offerings and the satisfaction of our valued clientele. However, after conducting a thorough investigation into your case, we found that the issues mentioned in your review are not directly related to our products or services, but instead would be better attributed to Plaid, as the 2 accounts that aren't connecting are less than 1% on our platform that is having this connection issue to Plaid. 
  
  We completely understand that misunderstandings can occur, and customer satisfaction is our top priority. Nevertheless, in this particular instance, it appears that the reasons cited in your review do not accurately represent the interactions between you and our company.
  
  Our customer support team has diligently worked to assist you with any questions or concerns, and they have maintained a high level of professionalism throughout our interactions. We would like to reiterate our commitment to resolving any genuine grievances promptly and to the best of our abilities.
  
  To ensure complete transparency and fair representation, we encourage you to reach out to us directly with any specific concerns you may have experienced. Our team will be more than happy to revisit the matter and provide you with the assistance you require.
  
  While we appreciate your input, we kindly ask for your understanding in differentiating between genuine issues and situations that might not be directly related to our company. Misleading or inaccurate representations may potentially harm the reputation of our business and deter prospective customers from experiencing the true value we offer.
  
  As a responsible business, we take the reputation of our company very seriously. It is important that our online presence reflects the actual experiences of our customers. For this reason, we kindly request that you consider removing or updating your review to better align with the nature of your interactions with us.
  
  We remain committed to delivering the highest standard of service and ensuring that all our customers have a positive experience. Your cooperation in this matter is greatly appreciated, and we hope to have the opportunity to continue serving you in the future.
  
  Thank you for your understanding.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

  I have directly recached out to the business with this issue and discussed this with initial tech support all the way to ****** who is Director of integration and all the way to ****** who is Director of customer support. NO ONE has reached out to me with a solution or an update with a time table of when the issue for bank connection and also tenants seeing each other payment info to be resolved.

  I personally offended by response asking me to directly contact the business. This is not being honest. If business has addressed the issue lingering for 2 months I would have never filed a claim.
  

  So when we have update on my issues (bank connection and tenants seeing each other payment method) I would gladly retract my complaint here.
  

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

  

  Business Response

  Date: 08/09/2023

  ********,

  We appreciate you taking the time to share your feedback with us. After carefully reviewing your concerns, we felt it necessary to address some points raised in your review.
  
  At DoorLoop, we strive to provide exceptional products and services to all our customers. We take great pride in the quality of our offerings and the satisfaction of our valued clientele.
  

  However, after conducting a thorough investigation into your case, we found that the issues mentioned in your review are not directly related to our products or services, but instead an issue with a third party bank integration with Plaid that we have no control over.

  Your specific bank accounts are not able to integrate for reasons outside of our control. Unfortunately this only happens to less than 1% of all bank accounts, and we are still actively trying to find a solution for you with Plaid (or even another provider).

  We completely understand that misunderstandings can occur, and customer satisfaction is our top priority. Nevertheless, in this particular instance, it appears that the reasons cited in your review do not accurately represent the interactions between you and our company.

  Our customer support team has diligently worked to assist you with any questions or concerns, and they have maintained a high level of professionalism throughout our interactions. We would like to reiterate our commitment to resolving any genuine grievances promptly and to the best of our abilities. You also have our direct email address, and we make ourselves available at anytime with scheduled phone support.
  
  We remain committed to delivering the highest standard of service and ensuring that all our customers have a positive experience. We hope to have the opportunity to continue serving you, and we hope that Plaid will have a resolution to this issue as well. 
  
  Thank you for your understanding.
  
  Sincerely,

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

  This is not plaid issue. Initially when issue came up plaid opened internal ticket to address the issue, they addressed the issue on their side in half a day and provided their data to doorloop (Plaid is very open and transparent they also closed the ticked on their side after data was shared with doorloop).
  Doorloop Dev team in ****** now was supposed to look at the data provided by plaid to understand why they dont see it.
  I have no update on if this investigation has even started!!!!

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

  

  Business Response

  Date: 08/18/2023

  Hi ********, I will be emailing you shortly with an update from our development teams.
  
  You can also email me directly going forward and I will do my absolute best to try and find a solution for you.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

   

  Just on Monday another bank account of mine which was connected perfectly went offline. The solution i was suggested is to un-match ALL transactions to this bank (which is months of data) and disconnect and connect the account! then go back and enter all the transactions again!!!

  Are you guys even feel the gravity of suggestions you are coming up with? Why would a paying customer should remove and add years of data! just because you cannot fix the constant technical issues you guys have with many accounts! Just for you not to do ANYTHING! This is my bank called **** 66th-EP.    What is the issue in this one now !!!!!!!!   

  Sincerely,
  

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

  

  Business Response

  Date: 09/07/2023

  Hi ********, I believe ****** is speaking with you on this issue already (screenshot attached) and there's been some development improvements from my understanding. Only the marketing department monitors this channel so if there is anything else we can do to help from this standpoint, I would be more than happy to talk with you on Zoom or by email if we can be of any help.
  
  I am happy to see you are both communicating and it's been made a high priority for the company to resolve internally.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

  The issue is not resolved. I can not connect 6 of my accounts.  Some accounts now show multiple times and all account reconciliation for chase bank is undone and we can not do anything at this point since the issue is stil there.

  I NEED THIS FIXED!
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/12/2023

  Hi ********,

  I completely understand. We can certainly keep this conversation open here if you like while you work on the issue with ****** and the support team.

  Looking forward to hearing from you and to a successful resolution.

  -*****

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

  Ok ************ lost count on how many people already messaged me on this. I have a simple question., Who is the ultimate person in doorloop that is owner of this issue and is required to close it out?

  Every few days someone new message me and we go through the issue from the scratch. It does not appear any one person is responsible for this. it is total waste of my time to keep repeating the same thing to people and they say they will need to work on it further and then in few days a new person messages me and we start from scratch again.

   

  WHO IS THE ***** OF THIS ISSUE? I need name and contact number pls....  By the way this is complete negligence on your part and affecting my clients. If I lose my first client due to this I will definitely pursue a different path,.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/13/2023

  You are 100% correct - I will get someone to be the owner of this issue and they will be contacting you soon so you don't need to repeat yourself each time, 100% agreed and apologies that this wasn't the case earlier.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20388190
  
  I am rejecting this response because:

  It is very strange that just as doorloop agreed with me, today ************************* reached out with asking about same information!

  Who is the owner? I need name please.

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

  

  Business Response

  Date: 10/05/2023

  Hi ********,

  I have sent you an email with ************************* and ***************** we can discuss there instead of here. Happy to help and be involved as we resolve this issue for you. Thank you so much!

  -***********************, Co-Founder of DoorLoop

  Customer Answer

  Date: 10/11/2023

   
  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.

  I am closing since the co-founder reached out to me which shows now this has highest visibility possible and would be resolved.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DoorLoop has accepted money from my tenant for rent being managed through their app and there seems to be an issue with the merchant account through them. I have been reaching out to them daily and they have given no assistance at rectifying the issue. They do not answer phones, and they have stopped responding to chat messages. They have $3300 of my money and will not transfer my money over nor will they assist with or answer the phone to make me aware of what the issue is and the solution.

  

  Business Response

  Date: 08/02/2023

  Hi ******,

   

  We've issued a full dispersement + full refund of your subscription for the inconvenience :) 

  

  Business Response

  Date: 08/10/2023

  We have resolved the issue for this customer and they said they would remove this complaint from the BBB.

  

  Business Response

  Date: 08/15/2023

  So has this complaint been closed out then? Everything is all good and done on our end?

• Initial Complaint

  Date:11/23/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.

  It seems the business uses a messenger application that does not send half of emails or any links back to the email users sent original request from. If I send a request from my email, then all responses should be able to send back to my email.

  As for cancellation. I still have never received an official email back from an automated system it person stating my subscription was cancelled. Been 10 days now. I will trust from their reply to BBB it was. 

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

  

  Business Response

  Date: 11/25/2022

  Hi ****,
  ?
  We did an internal case study to see what happened, and it looks like our team sent you the link five times to verify your identity and cancel your account.
  
  After you filled out the form today morning, we canceled your account within a few hours. You were not charged again and your account is now canceled.
  
  We attached a screenshot here of our teams replies with the date stamps. Hope this clears up any confusion. 
  
  We greatly apologize for any miscommunication and will do a better job going forward making sure people can clearly see the links in their email.
  
  Thank you so much again for trying out DoorLoop.