Complaints

This profile includes complaints for Realpage Utility Management Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Realpage Utility Management Inc has 9 locations, listed below.

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  Realpage Utility Management Inc

  535 Anton Blvd #1100 Costa Mesa, CA 92626-9661

• 

  NWP Services Corporation

  20 Descanso Dr San Jose, CA 95134

• 

  Realpage Utility Management Inc

  800 Brazos St Ste 500 Austin, TX 78701-2594

• 

  Realpage Utility Management Inc

  5901 Benjamin Center Dr Ste 110 Tampa, FL 33634-5241

• 

  Realpage Utility Management Inc

  535 Anton Blvd Ste 1100 Costa Mesa, CA 92626-7699

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:10/06/2023

  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.

  I have been trying to resolve a backdated refund for renter's insurance for weeks now, with no response to my emails. I moved from ********* (where I was insured through ***********) to ******** in December 2022. I thought my renter's insurance had been cancelled when I moved, but I was still being charged. However, when I tried to access my account, my portal said there was "no active plan" and so I could not figure out how they were still collecting money from me. I called the customer ********************** number for *********** and they cancelled the plan and refunded a month's worth of premiums, then instructed me to submit an email request to a customer ********************** email address to inquire about refunding more than 30 days. I emailed them on 9/15, received a response on 9/22 that requested more information, to which I responded on 9/22. I have emailed again on 10/3 to request a status as I was told I would have a response within 5 business days.

  Business Response

  Date: 10/16/2023

  As noted during the enrollment in your *********** policy,you are required to cancel your renters insurance policy should you move out of your apartment community.  Our notes indicate that you did reach out to customer ********************** who explained the requirements for a backdated cancellation of providing confirmation from your apartment community of a move out date.  I forwarded your message to our customer ********************** team who was able to locate an email sent to an outdated email box from you dated 10/03/2023.  With the documentation received, we have cancelled your policy back to 12/19/2022 as requested with an additional refund of $197.84 being processed on the credit card on file.  We apologize for the inconvenience. 
  
  We anticipate this solution will be satisfactory.  If you have any further questions, please contact our customer ********************** team at **************.
  
  Thank you

• Initial Complaint

  Date:04/05/2023

  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.

  Realpage services has been billing apartment residents twice for water. The allocated water service charge is divided between residents based on the number of persons in each apartment and sq.ft of the apartment (I assume in case we are growing vegetables in our apartments). This water is metered and read by the city water company. We are also being charged for domestic hot water which comes into the apartments after the meter, and is not metered anywhere else. The domestic hot water charge seems to be made up for one reason or another. Water is coming into the water heater for the building and apartments, but it is already being charged to residents in the allocated water service charge. ???I spoke to the apartment office manager and she could not explain the billing for domestic hot water service charge other than it is not metered and she did not know how the charge was generated.I am writing about the ***************************, *****************************************************************. *****

  Business Response

  Date: 04/18/2023

  This letter is in response to a complaint received from the BBB regarding a residents concern with their utility bills. RealPage Utility Management, **** is a third-party billing company for the multi-housing industry and would like to take the opportunity to address their concerns.RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property expenses such as water and sewer.
  We have reviewed the residents billing and have found that they are billed for water, sewer and gas to heat hot water based on a Ratio Utility Billing System (RUBS) method.  The RUBS calculations are based on the square footage of the unit, and the number of occupants in each of the dwelling units. The property is taking a 15% Common Area Deduction (CAD)from the provider bills to offset the usage from the common areas. These charges were agreed upon in the leasing documents signed by the resident.
  The resident expressed concerns regarding being billed for water twice. The resident is charged for water usage (Allocated Water Service) and for gas usage to heat the hot water (Domestic Hot Water).The description of these charges can be found on page 9 of the leasing documents signed at move-in.
  The gas to heat the hot water amount has increased due to the rates from the provider increasing. In the last 8 months, the rate for gas from the provider has increased from $1.85361 to $2.34123 per therm.The increase in utilities billed to the residents is due to an increase in cost from the provider.
  If there are any questions or concerns relating to any charges, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department.

  Customer Answer

  Date: 04/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:02/27/2023

  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.

  Several weeks after following real pages procedure to have my rental manager delete my account from their service, I have just received a confirmation email that the payment is about to go through. Which means this money has been deducted from my checking account although they are no longer supposed to have records on me.

  Business Response

  Date: 03/06/2023

  Realpage is a third-party payment processing service that Property Management Companies (PMCs) use to facilitate payments with their residents. As such, Realpage only facilitates the payment funds flow. Realpage does not add or delete the payment accounts that are loaded into the portal by the residents. According to the complainant's activity log, it indicates the complainant created a payment schedule on 1/26/2023 to begin 1/31/23 until the Move Out date.  Realpage facilitated the payment(s) as instructed by the Complainants payment schedule. If the Complainant was over charged, the Complainant will need to address this issue with the property management company directly.

  Customer Answer

  Date: 03/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:02/09/2023

  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.

  I moved out of *************************** on February 1st 2023. Their rental payments are handled through the Realpage application Active Building. I went onto my Active Building account in January to confirm before I moved out that the automatic rent payment was canceled and all auto payments on my account showed a canceled status. On February 3rd, this company charged me $800 for rent even though I was already moved out and when it bounced back, they charged a NSF fee although they weren't supposed to charge me in the first place. I first called the account manager at the apartment complex who told me that those payments are handled bu Realpage and they cannot do anything about rental payments on their end. ****** instructed me to call this company to get it resolved. Upon calling realpage, I was told that there was an active account that was to stop on February 3rd even though I was already moved out. She went on to say that I didn't log in in the month of January even though I had to log in to send a message to the office team in January. I also submitted a maintenance request in January which negates her claim that I didn't log in. She also said that the charge should have showed up as an error if I already moved out and she's telling me that they cannot refund the nsf fee because it's "valid" even though I moved out before they charged me and they refunded the fee and showed no balance immediately. It should have canceled out and not tried to charge me $800 at all. In addition to all of this, there was no possible way for me to know that a payment was still set up or cancel it because all auto payments were showing up as canceled on my end. I was charged a $30 fee that I should not have been charged and that they refuse to refund. I want my $30 back.

• Initial Complaint

  Date:01/25/2023

  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.

  I moved in this complex Oct 12, 2022. I had the correct papers and items they requested, I. e. Electric proof with account number . The middle of Nov I hadn't yet received an electric bill. I called and the representative said the first one takes a little longer and the first reading was to be Dec 12th, 2022. I called the 13th of Dec and they said it was canceled. So there was no electric in my name. So I called the complex number and told them. In a nut shell they said I defaulted on payment for Oct 12th to Dec 12th. I was charged a one hundred dollar penalty fee plus electric. I don't know how they said I failed to pay when the electric was not even in my name till Dec 13th 2022. Found out it was a name spelling that a representative did is why it was never hooked up. Yet no one from the electric company let me know even though they had a phone number. My anger is with either the complex or Realpage Utility Management Co. Charging that one hundred dollar fee. The electric company informed me they didn't charge the penalty fee. Rent is expensive enough . I appreciate the time you take to read this.

  Business Response

  Date: 02/03/2023

  RealPage Utility Management has received the complaint of *************************** and would like to take the opportunity to address her concerns.  RealPage Utility Management, **** is the third-party billing company for ***********************. RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses such as water and sewer.
  The complainant expressed concerns regarding a vacancy cost recovery charge and liquidated damages fee they had received. At ***********************, the electricity charges are billed directly by the provider. The resident is responsible to place the provider account in their name at the time of move in to avoid the electricity charges being billed to the property. In this situation, the complainant failed to place the provider account in their name,and in turn, the property received a utility bill for the complainants usage.The property then billed the resident for her usage, and the penalty fee.
  Per the complaint,and discussions with the property, it appears that this is an issue between the complainant and the provider of electricity, ****************
  If there are any questions or concerns relating to any charges, the complaint is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department at *************.  RealPage Utility Managements Customer ********************** Department is open Monday- Friday, 7am -7pm CST, and Saturday 9am- 6pm CST.

  Customer Answer

  Date: 02/03/2023

  I will give RealPage Utility Management a call. They mentioned that I didn't have it in my name .I understood I wasn't able to move in unless I had electricity in my name. I had an account number given to me by them. I talked to *************** and because they didn't chatge the penalties they couldn't do anything.. it came down to my name was spelled wrong on the account *************** gave me originally . I will be calling RealPage tomorrow.   Thank you 

  .   

  Business Response

  Date: 02/08/2023

  RealPage Utility Management is hired by the property manager to bill residents for their share of costs and like in this case, the utility expense that is the responsibility of the tenant.  As outlined in the lease, whenever the utility account is charged to the property and not the tenant, the property also charges the billing fee.  Any refund request should be directed to the property.

• Initial Complaint

  Date:10/14/2022

  Type:Billing 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.

  This company has an elobrorate method of alledeged theft, and no method of contact for complaint.I have been doubled billed for service and paid twice for the same service

  Business Response

  Date: 10/17/2022

  We are unable to locate the resident's account with the information provided. Can you please provide the name of the apartment complex and the service address?

  Customer Answer

  Date: 10/17/2022

  The only acceptable information, I will accept is the name and physical address of ********** Utilities, legal Counsel and corporate customer ********************** represenatives"

   

  Business Response

  Date: 10/18/2022

  We understand that you wish to have our physical address.  RealPage headquarters, as listed on our website, is *****************************************************************, 75082.  You may wish to send a letter, but we are simple asking for more information other than your name and PO box as we are unable to locate your account to answer your question and concerns.  If you wish to not include too much info to through the BBB, if you can help us narrow down your account with a property name that would be beneficial. 

• Initial Complaint

  Date:09/22/2022

  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 moved in on July 23,2022, at the time the apartment had no closet doors and was told they would be installed after the move in, still have no doors, on the advertisement they state there is an exercise room, and it doesnt exist. I had to fix my own closet bar that was broken by apartment staff. I have a fan that actually exploded and took more than a week to be looked at and I have been told that it would be replaced for the last two weeks. Management excuses are that the complex is old. Repair staff is also very limited even though according to them many repairs are pending.

  Business Response

  Date: 10/04/2022

  RealPage Utility Management, **** is a third-party utility ****** for the multi-housing industry. RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses such as water and sewer. The resident should reach out to property management to address his concerns with the property maintenance and amenities.

• Initial Complaint

  Date:05/26/2022

  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 moved out of ************************************************************************ on March 30 2020 And I have a credit of ***** on the last **** printed april 4, 2022. I have called repeatly to have my money refunded to me and have gotten excuses

  Business Response

  Date: 06/06/2022

  RealPage Utility Management received the complaint of ********************* and we would like to take this opportunity to respond and resolve this matter.
  RealPage is hired by the apartment complex and/or their management company to **** residents for their share of the property utility expenses such as water and sewer.
  The resident stated that he has overpaid for utilities during his tenure at ************************* and upon moving out in March, he was due a refund that he did not receive. In researching the residents concerns, we found that the resident was in fact due a refund. Due to a miscommunication between RealPage and the property, it appears that the refund was still pending. We have reached out to the property management at ************************* to resolve this matter, and the residents refund will be sent directly from the property. 
  If there are any questions or concerns, RealPage Utility Managements customer ********************** can be reached at **************.