Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As stated in other complaints I've read on here our payment did not go through and we now have to use the walk in payment system due to an error on Yardi's part. We contacted Rent Cafe and had absolutely no help on their end. Once figuring out Yardi is the payment processor which I found a number and call I was hung up on. Rentcafe had a massive outage on October 1, the day the rent was scheduled to be taken out. That was the same day that I received a notification from yardi stating that the account had insufficient funds. PNC confirms that they rejected that payment due to insufficient funds on October 1. Funds for which I forgot to transfer from another account. I then made a second attempt on rentcafe on October 3, after verifying that the funds were in the same bank account used for all previous transactions including prior rent payments and that same bank account was used again for rentcafe for the second attempt. However, PNC has verified that NO attempt was made by rentcafe/yardi to withdraw the funds from the bank account. In fact, Yardi sent me an email today stating that the payment didn’t go through because the account was “invalid”, error R04, which is inaccurate. I have been using rentcafe for over a year and never had a problem with this until their outage on October 1. I have never been late on any payments prior to the day of the outage. We had made successful payments to rent cafe prior with no issue. Our property manager through Rent Cafe was notified via email and never responded. You can't call anyone or talk to anyone who will help. I

  

  Business response

  12/10/2024

  Thank you for bringing this to our attention.

  The RentCafe team needs additional information to confirm your account details and complete its investigation. Please provide:

  • The name of your property management company.
  • The notification from Yardi stating that your account had insufficient funds following the Oct. 1 outage.
  • The email from Yardi regarding the error R04.
  
  The attachments to your complaint do not contain specific information about any returned payments of payment permissions involving your account.
  

  
  

  Customer response

  12/11/2024

  
  Complaint: 22654389
  
  I am rejecting this response because:

  I was contacted to provide the following information

  Our property management company is progress residential and I am including a screenshot of our successful set up for payment prior to October 1st and also a screenshot of the emails stating our funds were insufficient and showing our account invalid after October 1st.

  We are now required to do walk in payment due to an error on Yardi's part. Our bank PNC Bank said there were no attempts made on October 1st or the 7th. 

  
  

  
  
  Regards,
  
  P**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  12/12/2024

  Our investigation reveals that you are set up with a Cash Only payment method. The Oct. 1 recurring payment for $2,101 from account ending in 3093 was returned with an Invalid/Closed Account code (R04). A payment on Oct. 3 for $2069.74 from account ending in 2844 was returned four days later with the same code. Subsequently the payment method was changed to Cash Only. The bank accounts used for the Oct. 1 and Oct. 3 payments have been deactivated. The bank account ending in 6329 was added on Oct. 3. Changing the payment method would be at the discretion of the property manager, whose policy is to establish Cash Only as the default after two NSF transactions.

  Customer response

  12/19/2024

  Yardi systems does not take accountability for their mistakes, this is not an error with our bank account. I talked to the bank multiple times regarding this and they have zero proof of an attempt to remove the rent payment. Yardi's system was down on October 1st and they did not explain what happened. We had multiple successful payments prior to this issue they had with their system. Once again no accountability and the same generic response I've already gotten. Was there a data breach of their system. I would have liked to actually speak to someone from Yardi but here we are, nothing can be done go figure. 

• Initial Complaint

  11/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  demand immediate action regarding an unauthorized charge to my account. I was recently charged a fee, and after reviewing the details, it is clear that this charge is incorrect and should be reversed. The charge in question pertains to a payment that should not have been processed. I have proof to support my claim, including an email from the property manager and documentation from the PHA Housing Authority lease, which show that this charge was not valid. I am requesting that you reverse these charges back to my debit card immediately. This issue needs to be addressed without further delay, and I expect a prompt resolution. Failure to do so will result in further action on my part. Please confirm once the reversal has been completed

  

  Business response

  12/03/2024

  Thank you for bringing this to our attention. The RentCafe team contacted the property manager, who informed us that you will receive the credit on your account when your security deposit check is issued this week. Incorrect billings on your account have been corrected.

  Customer response

  12/04/2024

  
  
  Complaint: 22615457
  
  I am rejecting this response because: I need to see proof 
  
  Regards,
  
  S******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/06/2024

  The property manager informed us that they are preparing a check for you and anticipate having it ready by end of day Dec. 9.

  Customer response

  12/09/2024

  
  Better Business Bureau: thank you 
  
  I have reviewed the response made by the business in reference to complaint ID 22615457, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was searching for an apartment using rent cafe as I can apply and message apartments all in one spot . I started getting emails and letters with my information and other persons name . When I go to the account to see they have mixed other people information with mine I can see all their person information . I have paid deposits and it’s gone towards someone else’s name and account . I have tried. Contacting the company and no response

  

  Business response

  11/27/2024

  Thank you for bringing this to our attention. The RentCafe team would appreciate more information so it can conduct a full investigation: 1) What company did you reach out to? 2) Can you provide screenshots illustrating the issues you encountered? We look forward to hearing from you.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent an apartment in Summerville SC that requires RentCafe system. My daughter also lives in the apartment. When the new apartment management company took over the complex in Aug. My daughter paid rent for our unit on Rent Cafe for Sept and Oct. Nov and Dec were therefore my months to pay rent. On Nov 1st logged into Rent Cafe, registered my bank account using their "verified by Visa" feature. Process linked to my bank account showing accurate balances. After paying the system stated payment "successful" and balance ZERO. 2 days later my daughter called stating she received notice rent was not paid. I logged back into Rent cafe and it stated that the account had NSF and rent was still due as well as $75 bounced charge. I called bank and they checked records and never received notice from Rent Cafe or any request for the amount of my rent. Called the apartment complex to inform them and ask for assistance. They told me that I should try to pay again. I did so and called my bank each day and was told that no request for payment was made. I informed the apt manager and asked to reach Rent Cafe. Told I could not contact them. Also told to try to manually enter my bank information in RentCafe. I logged on and did this. The system stated that now this account could be used to pay . To be safe, our daughter logged on to they system and made a custom payment despite the system showing ZERO balance. Then showed a credit balance for the entire rent. Today (November 8th) we checked rent cafe and it showed credit balance as well as manual account entered and the Verified by visa account that had not worked. My daughter called later and stated that the account showed we owed $96 . I logged into rent cafe and it stated that the account would no longer accept online payments and apt complex should be called. The apt stated they cannot help.

  

  Business response

  11/14/2024

  Thank you for bringing this to our attention. Our investigation confirmed that you received a return code indicating that your account is invalid with your financial institution. The return code might indicate an issue with the transfer of the account number from your bank to the third-party verification company. You can try deleting the current record of your account, then adding and verifying your account with the test deposit method.
  
  We have asked the third-party verification company to review the connection to your financial institution. This process might take several weeks, depending on the complexity of the issue and the financial institution’s response time, so we recommend that you delete your current account and manually add your bank account to process payments.

  Questions regarding late fee and charge reversals should be directed to your property manager.

  
  

  Customer response

  11/22/2024

  
  
  Complaint: 22532749
  
  I am rejecting this response because:

  We addressed what they sent us in the first letter.   This has not been resolved .  It would be redundant to send the same letter.

  From What we learned from the property manager they are looking into trying to fix RentCafe so this does not happen.

  i was told to not try to make a payment as my daughter is signed up for Payments and now she has access.  I do not.

  We are aware of not being able to split payment but there should be a way to have payments in full from any individual listed on the lease.  Ms C******** said she and Ms K**** ****** are looking into this.

  
  
  Regards,
  
  R**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  11/25/2024

  As noted previously, we are working with the third-party company to verify the connection to your financial institution. As we await their findings, we recommend deleting the previously verified account, then manually adding a bank account option for future payments. We also suggest that you remain in contact with your property manager as they investigate this issue. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yardi Systems (Rent Cafe) took my money every month to pay rent. October they missed and never sent a notie of non payment. Theroseberry tried tp charge me for late fees which I refused to pay, so they added $64.31 to my vist car that I used to pay my rent . I di not have cash or a cachiers check to pay rent. I want to know why they dropped me for the month and never notified me and want my $64.31 paid to me so I can pay my bill.

  

  Business response

  10/22/2024

  Thank you for bringing this to our attention. Following an investigation by the Yardi Payment Processing team, a credit of $209.90 was applied to your ledger against the $209.90 late fee charge.

  Customer response

  10/22/2024

  I am waiting to hear from the company that is supposed to let me know if they are going to cover the charges that i am asking fo.r

  I should know in a day or two.  P******* *****

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a rent payment through this company on September 1st and it never posted to my account. Every attempt to call their customer service ends with them hanging up or disconnecting the call when I tell them my rent payment did not post. Even my property manager/ leasing office has had no luck with their customer support. If they cannot correctly post my rent then my money needs to be refunded. Their customer service is absolutely atrocious

  

  Business response

  10/17/2024

  Thank you for bringing this to our attention. Our records indicate that two payments were attempted and declined on Sept. 1, with no funds having been processed. Please check with your card issuer to ensure that your account is active and capable of processing payments.

  Customer response

  10/17/2024

  
  
  Complaint: 22432776
  
  I am rejecting this response because:
  If you look at the receipt, which i attached a copy of again, you will see that the payment was made it cash. Therfore, any supposed issue with my card does not pertain to this transaction. 
  Regards,
  
  N***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  10/24/2024

  The walk-in payment system account used for the Sept. 1 payment was assigned to you by your previous property management company. The payment processed that company’s account. We have reached out to the company that received the funds and they confirmed they have let your current company know to apply the credit to your account.
  
  To ensure this issue does not recur, always use RentCafe to locate PaySlip with your WIPS number.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RentCafe failed to complete my scheduled auto-pay on 09/02/24. Prior to this date I set up the autopay using my bank account login information verified using finicity. I also received an email from RentCafe confirming the autopay set up with that bank account. I did not receive any notification when the autopay did not occur as scheduled. Instead I received a late fee, NSF fee and a pay or vacate notice from my property manager. I called my bank to inquire about the transaction but they advised me there was no indication that Rent Cafe made any attempt to debit funds from my account for the scheduled payment. I thought this was strange since I knew RentCafe successfully obtained my bank information via finicity. When attempting to contact RentCafe/ Yardi Systems, the contact form on their website is broken and does not allow me to submit my contact request. There is no email address or phone number listed. I contacted my property manager and they told me they would investigate the issue directly with Yardi but it’s been nearly a month and they still haven’t taken any action to resolve my inquiry.

  

  Business response

  09/30/2024

  Thank you for bringing this to our attention. The RentCafe team confirmed that you set recurring payments for the 2nd day of each month. However, the payment in question failed because the system was unable to confirm the bank account information. Please confirm that the bank account number is correct. 

  Customer response

  09/30/2024

  
  Complaint: 22328337
  
  I am rejecting this response because:
  My bank account details were successfully verified through finicity.com, a 3rd party payment processor that Rentcafe.com chose as the kne and knly payment option. My account info was verified directly with my fcu banking online system and I know this because it show my bank account information and balance without me having to enter any info. The only thing I did was use my log in username and password just like if I was logging into the bank website. The reason as to why it failed after that is unknown to me and I checked with my bank. They have no documentation of an attempt. Please note after this all occurred the property manager or Rent Cafe went onto the  payment website and changed everything. The original payment method I used with finicity is gone/removed but they left my autopay set up as if nothing ever happened. The bank account information that is in there now is unverifiable and was not input by me. To not only keep the autopay set up after a known failure but also to tamper with that information without notifying me is unacceptable and poor business practice. Please understand I never at any point entered my bank details manually. The only steps I took was with finicity.com and was the only option at the time of set up.  

  
  Regards,
  
  R******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  10/02/2024

  Finicity is available for instant payment verification. However, some banking institutions are still adopting Finicity and manual verification may be necessary. After three attempts to add a bank account through Finicity, the Manual Verification option becomes available. This option is available to you through the RentCafe Resident Portal.

  
  The R03 Return Code means the account information used to process the payment resulted in an “Unable to Locate Account” error. Please delete the current account setup and add the account with the Manual Verification option. This action will send a test deposit to the account and ensure that payments process successfully.

  Customer response

  10/03/2024

  
  Complaint: 22328337
  
  I am rejecting this response because:

  The manual verification was never offered to me. After setting up my bank through Finicity I got an email confirmation saying auto pay was set up successfully. The documentation of this is attached to my complaint. This was 5 days prior to the auto draft date. There was no notification of an issue until 3 days after the auto draft attempt and I was charged by property management $150 for this failure. 
  
  Regards,
  
  R******** ******
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  10/13/2024

  A reasonable explanation or resolution was not provided to me by the business. I have not received anymore responses therefore I require further assistance for my problem. Thank you.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept. 12th I had applied online for an apartment. There was no “paper” processing or lease at this time of application. After completing the online application, I had to submit it with a $50 app fee and $100 admin fee. Three days later, I was told by the company that I was denied and I was not getting the admin fee refunded. So this company took $150 from me, single working one income American citizen and denied me as well. There was nowhere in the fine print that stated my admin fee would be kept if I was denied. Unfortunately, I do know that the $50 application fee would be nonrefundable, which still is a lot of money for an online platform with no paperwork to process! I’m just wondering how many people are getting scammed out of $100 and being denied and no further paperwork needed.. 

  

  Business response

  09/20/2024

  Thank you for the opportunity to respond to this complaint. Please note that all application and administrative fees are charged by the property to which you applied, and were disclosed in the Deposit and Fee Structure document that was signed when you applied. Yardi Systems does not collect any application or administrative fees. If you have additional questions, please contact the property to which you applied.

  Customer response

  09/28/2024

  This issue has not been resolved, should not be closed as I have not received any correspondence from any party nor a refund.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m having an issue with Yardi Systems charging me $45.00 a month for “processing” my rent payment. I noticed this recently and didn’t realize they had done this for over a year. The amount taken out of my account has been $45.00 more than my rent. When I called my rental office, they stated that they were not getting that extra amount. Yardi is charging me. My rental office stated that they pay Yardi to use their software. Therefore there should be “processing” fee from Yardi. I have called Yardi numerous times to discuss this situation only for them to say call your property manager. Then today I called 3 times and got 3 different people. When I said why I was calling, they were silent for a while and then said they would transfer me. Each time they did this it went straight to a recording saying this number was disconnected. I called one more time and when it asked me to push a number to get me to the right place, I hit the number for sales, hoping they could at least get me a number that hadn’t been disconnected. All she would say is this is the sales office and for me to call my property management. I explained I knew that but needed help with getting a person to speak with and she just kept repeating for me to call my property manager. I tried to tell her that the fee that was charged was from them. I got no help at all. Being on a fixed income is difficult and when someone can’t talk to me about my concern it’s frustrating. They are the ones taking extra money out of my account for a process they don’t even do. I’d appreciate your help with this situation. Thank you in advance for your assistance.

  

  Business response

  08/21/2024

  Thank you for bringing this matter to our attention. Our Payment Processing team investigated and found that you are set up for recurring payments with a credit card. This option is subject to a 2.95% service fee. The payment type (Credit/Debit) is determined when a resident adds a payment account for online automatic payments.

  Customer response

  08/23/2024

  
  
  Complaint: 22175124
  
  I am rejecting this response because:

  I’m confused as to why Yardi takes a “processing fee” when they do not process my payment.  My leasing office pays Yardi for the use of their software and therefore should not be charging me a fee.  ($45 every month).  
  Yardi does not give you an option to pay rent any other way, but with a credit/debt card.  
  
  Regards,
  
  Betty Padgett
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied at Springs at McDonough, Preston and Elevate Green. I know for sure springs used Yardi as a third party as well as The Preston. I applied for these apartments almost 2 months ago and still have no received my fees back. I know I don’t get the app fees but I’m suppose to receive $500 from The Springs and $275 from The Preston. Elevate Green is $200 as well. I can’t get an answer after calling Yardi and the property is stating it’s in Yardi’s hands. I’m frustrated because they took the payment right away but it’s a hassle getting it back within 30 business days and I still didn’t receive anything. The next stop is a civil suit,

  

  Business response

  08/15/2024

  Thank you for bringing this matter to our attention. Yardi Payment Processing contacted the Yardi client that manages Elevate Green. Their representatives are working to prepare a refund. According to our records, this is the only one of the three properties you mentioned that is managed by a Yardi client.

*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. ↩