Complain About Apartments.com - File a Complaint Today

Here's a quick look at every verified way to reach Apartments.com support. Use the channel that fits your situation best.

If you want to talk to a real person at Apartments.com, calling (888) 658-7368 is your best shot. Just be ready to wait a bit and have your account info handy.

Getting through to someone helpful isn't always easy. These tips can shave time off the process.

• Call mid-morning on a Tuesday or Wednesday. Monday mornings are slammed, and Fridays tend to drag. Mid-week, mid-morning is usually the sweet spot for shorter hold times.
• Use email for anything billing-related. Sending your complaint to support@apartments.com creates a timestamp and a written record. That matters if you need to escalate later.
• Have everything ready before you dial. Account number, the email on file, dates of the issue, and any screenshots. Reps move faster when you're not fumbling around.
• Be specific and calm. Vague complaints get vague responses. Say exactly what happened, when, and what you want done about it. Reps respond better to clear, factual descriptions.
• Mention the BBB if you're getting nowhere. Some users report that dropping "I'll file a BBB complaint" politely but firmly tends to shift the conversation. Not a guarantee, but worth trying.

Walking into a complaint without your paperwork is like showing up to court without evidence. Get this stuff together first.

• Your account email and username tied to Apartments.com
• Account or listing ID number (found in your dashboard or confirmation emails)
• Billing statements or receipts showing the charge in question
• Screenshots of the issue, including error messages, incorrect listings, or unauthorized charges
• Dates and times of every interaction you've had with support so far
• Names or agent IDs of any reps you've already spoken to
• Copies of any emails or chat transcripts from previous support attempts
• Your lease or rental agreement if the complaint involves a specific unit or property
• Bank or credit card statements if you're disputing a payment
• A clear, written summary of what happened and what resolution you're asking for

Users on Trustpilot and Reddit consistently say that having receipts, literally and figuratively, is what separates resolved complaints from ignored ones. Don't skip this step.

If Apartments.com support has gone quiet or given you the runaround, it's time to take things up a level. Here's the path.

Step 1: Try the Corporate Office

Apartments.com is owned by CoStar Group, Inc., headquartered in Washington, D.C. If standard support isn't cutting it, you can try reaching out to CoStar directly. Their corporate contact information is publicly available on CoStar's website. Framing your complaint as a formal escalation (in writing) tends to get more attention than a regular support ticket.

Step 2: File with the Better Business Bureau (BBB)

Head to bbb.org and search for Apartments.com or CoStar Group. Filing a BBB complaint is free. The BBB notifies the company, and most businesses respond within 14 days. BBB works, but prepare to wait. It's not instant, and the outcome depends on how cooperative the company decides to be. That said, having a BBB complaint on record adds pressure.

Step 3: Report to the FTC or CFPB

If your issue involves unauthorized charges or deceptive billing practices, the Federal Trade Commission (FTC) at reportfraud.ftc.gov and the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov/complaint are both worth contacting. These agencies don't always resolve individual cases directly, but reports contribute to broader investigations and can prompt action.

Step 4: Dispute the Charge with Your Bank

If you were billed incorrectly, contact your bank or credit card company and initiate a chargeback. Most card issuers allow disputes within 60 to 120 days of the charge. This is often the fastest route to getting money back.

Step 5: Small Claims Court

For unresolved financial disputes under your state's small claims limit (usually $5,000 to $10,000), small claims court is a legitimate option. You don't need a lawyer, and filing fees are low. Most companies settle before the court date.

Note: Most regulators expect you to try the company's internal process first before they'll step in. Keep records of every attempt you've made.

The Numbers Behind Apartments.com Complaints: What the Data Actually Shows

Apartments.com sits at a 2.1-star rating across 153 reviews on one major review platform, and a 2.3-star rating with 71% unfavorable sentiment on PissedConsumer. Those numbers are not close calls. They are structural red flags.

Here is what makes the complaint picture more specific. Average call duration with Apartments.com support clocks in at just 4 minutes, with an average hold time of under one minute. Short calls sound efficient. But combined with widespread reports of unresolved issues, short calls more likely signal dismissal, not resolution.

On the competitor front, Apartments.com ranks 3rd in customer service among its peers, scoring 3.4 out of 5 from 12 measured customers, placing it below Rent.com. That gap matters when you are deciding where to escalate or where to take your rental search next.

Three patterns most coverage misses entirely.

First, billing complaints cluster around a specific pain point: the 12.5% transaction fee that landlords pass frustration about directly to tenants, creating a two-sided complaint ecosystem that most guides ignore.

Second, cancellation complaints follow a documented pattern. Based on available reports, users describe being locked into contracts with difficult exit terms, and refund disputes that auto-resolve in tenants' favor regardless of merit, which ironically frustrates landlords.

Third, Reddit users note a consistent escalation dead-end. As one commenter put it, supervisors are always "busy on the other line" and rarely return calls. Pushing complaints with documented evidence, according to forum consensus, is the only path to reaching someone with actual authority.

The data points to a platform where volume is high and resolution infrastructure has not kept pace.

Copy this, fill in the brackets, and send it to support@apartments.com. Keep your tone firm but professional.

Subject: Formal Complaint Regarding Unauthorized Charge on Account [Account ID / Email]

Hi Apartments.com Support Team,

This is my second attempt to resolve an issue with my account, and I haven't received a satisfactory response yet.

On [date], I was charged [amount] for [describe the charge, e.g., a subscription renewal, listing fee, or application fee] that I did not authorize or was not informed about in advance. This error has caused [brief personal impact, e.g., overdraft fees, delayed rental application, or financial stress], and it needs to be corrected immediately.

To resolve this, I need you to issue a full refund of [$amount] to my original payment method within five business days.

If I don't receive a satisfactory response by [date, give 5 business days], I will file a formal complaint with the Better Business Bureau and initiate a chargeback with my bank. I'd prefer to resolve this directly with you.

Please confirm receipt of this email and provide a case or reference number.

Thank you for your prompt attention to this matter,

[Your Full Name] Account Email: [email@example.com] Account or Listing ID: [XXXXXXX] Phone: [Your Phone Number]

Attach: screenshots of the charge, billing statement, and any previous support correspondence.

These go beyond the basics. If you want your complaint to actually land, try these.

• Ask for a case number every single time. Whether you call or email, request a reference number before you hang up or close the tab. No reference number means no accountability. Some users report that reps are less likely to drop the ball once a ticket is formally logged.
• Follow up in writing after every phone call. Send a quick email summarizing what was discussed and what was promised. Something like: "Following our call today at 2pm, you confirmed a refund of $X would be processed within 5 days." That creates a paper trail they can't ignore.
• Post publicly on social media with your case number. If direct channels stall, a calm, factual post tagging @ApartmentsDotCom on X (Twitter) with your case number visible can move things along. Companies hate unresolved public complaints.
• Escalate to a supervisor early, not after 30 minutes of being bounced around. Just ask upfront: "Can I speak with a supervisor or someone in account resolutions?" Saves time.
• File a chargeback as a last resort, not a first move. It's a powerful tool, but using it too early can complicate things. Try the direct route first, document everything, then pull that card if needed.

Complaints about unauthorized charges and unresponsive support have been trending on review platforms throughout 2024 and into 2025. Renters and landlords alike are fed up. Sound familiar?

Tired of being put on hold or waiting three days for a form email that doesn't actually answer your question? No joke, that's the most common complaint we hear.

Here's how Pine AI handles it:

Step 1: Let's file a complaint to Apartments.com Just tell us you want to file a complaint. We'll ask a few quick questions about your account and the issue.

Step 2: Pine gets to work We navigate the menus, wait on hold, and handle the back-and-forth so your complaint actually gets filed. We don't just point you in the right direction. We finish it.

Step 3: Your complaint is raised and your case is closed You get your time back. No hold music. No ignored emails. Done.