DoorLoopReviews of doorloop.com

Ive been using doorloop for many months now, and im overall very dissatisfied with the customer support. I get the run around almost every time after long wait times to get in touch. Most agents goal is to basically get you off the phone it seems, they dont know the answer to most questions, which many of mine have been about holes in their systems.

The portal is very 'buggy'. One moment it may be an issue with how rent charges post (as in each notification reminder would continually add the rent amount in charges multiple times), or, weird nuances when accepting card payments vs ACH. Next, requests sent to the landlord tell me via notification they were sent successfully, but not showing in the actual portal. Working in IT I am convinced they have various back-end, API, and perhaps server storage anomalies, and/or systematic limitations that make the customer experience poor. Additionally, their customer service methods and availability are limited... even the newly set up AI Agent "Gary" is insufficient.

While I cannot find anything stating I must have an offboarding phone call to cancel my account in the terms, they will not cancel my account until I speak with a manager which conveniently is not available until several days from now. This call they are now requiring me to complete is so the manager can try to get me to stay on when I do not want to. The system is okay, not exactly user friendly, but the charge is excessive and the hoops are not worth it.

I have been trying to add my bank account to DoorLoop for about four months, and the experience has been extremely frustrating. The system keeps rejecting my ACH payment method, even though I completed all required fields and followed every instruction provided by support. I tried adding the bank account manually and automatically, sent screenshots of every step, and provided my bank statement more than once when requested. Support repeatedly told me the issue was escalated, then later said it appeared to be fixed. Each time, I tried again and the same error continued. After days of back-and-forth, they finally said the account had been blocked by Stripe and that Stripe would not unblock it, but they never gave me a clear explanation why. They never told me what information was supposedly wrong, what step I allegedly missed, or whether the issue was related to the account type, bank, verification process, or DoorLoop’s system. What makes it worse is that the chat was closed, so continuing the issue means starting all over again with a bot and repeating the same story from the beginning. After I posted my original review on Trustpilot about a month ago, DoorLoop replied publicly asking me to provide a phone number so they could help resolve the issue. I initially thought this was a positive sign and that maybe they were finally willing to fix the problem. Later, I received a call from someone who said he was a manager and that he would personally work on the issue, contact the bank manager, and help get everything back on track. However, the one thing he asked from me was to delete the review because it was bad for their “business reputation.” I explained that my intention was not to damage their business reputation, but simply to share my real experience with their service. Since I finally had someone from DoorLoop speaking to me by phone instead of only through chat, I decided to delete the review and give them another opportunity to resolve the issue. That person also contacted the property manager without me asking and told him that the issue was not my fault, but that he was there to help us get everything on track. Later, he sent me a text message saying he was working on it and would do his best to fix the issue. He also said the real cause was my bank blocking their merchant system, Stripe, and that it was not DoorLoop’s fault. According to him, it was the bank’s system fault and there was not much they could do. But here is the problem: if a company offers an online payment system as part of its service, and that payment system has issues the company cannot clearly explain or fix, what does that say about the reliability of that service? Since then, I have received no more calls, no more text messages, and the issue still persists. So now I am reposting my experience with DoorLoop and also sharing what their “resolution” process looked like in my case. Based on my experience, I truly do not recommend their services. This is unacceptable for a property management payment platform. If tenants are required to use DoorLoop to make payments, the system needs to work, and support needs to provide clear answers instead of vague escalations, repeated document requests, and blame-shifting between DoorLoop, Stripe, and the bank. After four months, I still cannot add my bank account, I still do not know the real reason why, and I have zero confidence in DoorLoop’s payment support. Very poor experience. I would not recommend DoorLoop based on this issue.

From a Property Management viewpoint, we have had a very poor experience with Doorloop. When we first met with them to view the software, it seemed like it would be easy and straightforward, but it ended up being much more difficult and mechanical than we had hoped. For example, to process owner disbursements, you have to go in and manually process them and figure out the calculations for management fees each month. It was not simple. As well, they are not transparent in their billing process. They renewed our subscription for the year paid in full and when we reached out letting them know that we were closing our business, and requested a prorated refund, they were completely unwilling and unsympathetic about the scenario. I would not recommend this company to other property management companies, and if you do use them, I would 100% make sure you aren't enrolled in a yearly auto-renewal, unless you are liking the software and know you'll keep using it.

DO NOT GO with this company, if you are a mom and pop landlord. I am a newly onboarded customer. It has been almost 45 days.. Tenants initiated the rent payment. It has been more than 2 weeks and the status shows in transit. The customer support has no clue and they have merchant account team as well who don't give you direct answers.

This is a worst service. I purchased the software because they promised me to input data for me so I can use it in couple of day. However, they did not provide training, of course no input any data. I tried to input data by myself but the software has bugs here and there. They prevented me work on it. I asked refund on the 15 days, the sale rep and the customer service agreed but there were no action. I disputed for 6 months now, they still refused to refund me as well as no further service provided. Not worthy to use this software. Waste my time, energy and money. If I could, I would rate it 0 star!

I was a customer for approximately 1.5years, I paid up front for the years. after a year and half, I did not need DoorLoop any longer and cancelled my subscription. With 6 month left I am expecting a refund of the months I did not use, only to be told "yeh no that is it once you pay up front for the year that's it, there is no refund". My access was taken away but no refund given. 1. this is robbery. unused services should be refunded! 2. Landlords beware. I will make sure I post on every platform available to me. Geraldine