Serious Transparency Issues and Misleading Advertising
Our company onboarded with Truvi under the reasonable and well-founded belief that the information provided on their website was complete and accurate. The claim that Tokeet was an active integration was material to our decision to switch property management systems and restructure our operations accordingly. At the time of engagement, Truvi's marketing explicitly listed Tokeet among its integration partners without any disclaimer, qualification, or notice that such functionality was limited or unavailable to new clients. We relied on this representation in good faith, incurring financial and operational costs to exit our previous PMS and transition to Tokeet. Only after full implementation did we learn that the integration was not actually supported within the active version of Truvi offered to new users. Instead, it was only accessible through a legacy dashboard that did not include several other advertised features, such as the Waiver Pro system. This information was not disclosed prior to onboarding and was confirmed only after we pressed the company on the matter. What makes this particularly concerning is that Truvi’s legal department acknowledged the discrepancy but defended the continued advertisement of the Tokeet integration on the basis that it remains accessible to legacy users. This justification, while perhaps internally convenient, fails any objective standard of commercial transparency or fair dealing. A new customer encountering Truvi's website today would be led to believe the integration is fully functional and supported, which is categorically false. The result of this misrepresentation has been significant operational disruption. Our business was left without an integrated damage waiver solution, placing us in a compromised position during peak season. No restitution, workaround, or support offered by Truvi has meaningfully addressed the root issue: that we entered into a business relationship based on material claims that were not true at the time of agreement. This is a textbook example of misleading advertising and a breach of fair trading principles. Formal complaints have been submitted to both the U.S. Federal Trade Commission and the UK Advertising Standards Authority. We are currently evaluating additional remedies, including contractual claims based on detrimental reliance and misrepresentation. To any prospective Truvi customers, do not rely on publicly listed integrations or claims without direct verification. What is stated on the website may not match what is available to you as a customer.