Complaints

• Initial Complaint

  03/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My present lease contract, with Southridge Apartments, since April 5, 2022 with RentCafe. Applying, February 2022, was filled with interfering issues - difficult email, password changes, also trying link lease rental home info with my new application neither of which was connected. The office Reps finally helped me get the password and email changed. In 2021 my son and I looked at Kansas City, MO rental home he wanted, asked me to move with him. He didn't get it. The Southridge apartment contract was created, seemingly having difficulty being used; office reps stated there seemed to be 2 contracts. We finally got straightened out with original Southridge contract. Every year it's dealing with extra old leasing info; rep during February 2022 stated RentCafe would fix it. NOT SO. Now, it's major difficulty again with old info interfering with original contract I signed in April 5, 2022 with Southridge Apartments. On Friday, March 7, 2025 I met with management rep. We talked and seemed to be getting everything finalized for my rent renewal for April 5, 2025-April 5, 2026. (In Feb I had given a letter to move out, but changed my mind. They said ok and didn't change anything.) During help with the rep Friday he did mention he was having trouble with 2 contracts. I said there shouldn't be because I only had the one contract with this apartment since April 5, 2022. He said I see that. He said he figured it out; he'd walk, bring the contract, I'd read and sign. Later, get signed copy. Never happened. I have called, went to the office and left messages. I did tell the office, RentCafe had old info, somehow my present email was changed to an old Microsoft office email, used with 2021 documents. I have never used that email with my present apartment. I saw late an office email with old 2021 rental home info my son never got. Got lease copy, not from original one, 2021 Microsoft email. This isn't right; need correct original lease. RentCafe needs remove old contract info.

  

  Business response

  03/19/2025

  Thank you for bringing this matter to our attention. RentCafe is designed to enable prospects and residents to obtain a lease, sign it electronically and review it from a portal on demand. We have initiated contact with the property management company and will be happy to report back to you if you're still encountering the issues you described.

  Customer response

  03/19/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23059339, and find that this resolution is satisfactory to me. The apartment management did correct the wrong information as desired and needed. I am pleased that your company helped to get this resolved. Now my new lease will be legitimate and on time for the new leasing period.
  
  Regards,
  
  C***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/07/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/15/2025, I attempted to use this service to pay my rent, This is the only option the leasing office I live at give us to pay our rent. I attempted to use banking direct to have the payment of 242 withdrawn, after attempted to use that form I got an error message on the page saying " Your request is NOT completed because your banking institution is not supported. Please use another payment method, I then used a debit card as a different method that is using the same bank they rejected, which was approved when I Used the debit card and the funds were taken out immediately. After a week or two i get a notification from my bank stating there was an attempt to withdraw funds but being my account was locked they were unable to take the funds. (2nd Time) mind you first payment was approved cleared and approved with bank. I didn't think to much about it, ended up going to leasing office to adjust some rent issues as the right amounts where not being reflect on 2/24/2025,worked with leasing office and my rent balance was over $8.95 the lady at the office states you have a balance -11$ because you were charged a Return Check Charge on 2/20/2025 and I cannot remove it because the company charged you this you have to reach them, they don't have any contact information for Rent Cafe (Yardi services) , I immediately went into the app they have no phone number no email you can you reach them at so you can discuss ANYTHING NOT EVEN technical issues ( WITH MY OWN MONEY) they have a inquiry form online that will not even allow tenants to reach them as they are the ones taking payments out as 3rd party. I have sent many inquiry forms no one has been able to reach back to me this is crazy and sad they are doing this to tenants I am not the only tenant going through this issues its many off us, our next step is to reach a lawyer, because they charged me this 20 return fee I ended up getting charged a 50 late fee for (rent) that was already paid and only balance was return fee.

  

  Business response

  03/11/2025

  Thank you for bringing this matter to our attention. Our investigation revealed that an EFT (bank account) payment for $242 was processed and returned on Feb. 19, 2025, due to nonsufficient funds. This action resulted in a $20 fee per the system’s default settings that you accepted when selecting this option on Dec. 11, 2024. Your debit payment for $242 on Feb. 21 was successful. The EFT payment system functioned properly, and Yardi is not party to fees for late or nonsufficient payments. Your financial institution or property manager may be able to provide additional information.

• Initial Complaint

  02/18/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION: JANUARY 6, 2025 AMOUNT OF MONEY PAID: $1,504.95 BUSINESS SHOULD HAVE PROCESSED PAYMENT AND REMITTED THE RESIDUAL TO MY LANDLORD OR THEY DID REMIT IT TO THE OLD LANDLORD AND THE LANDLORD DID NOT FORWARD THE PAYMENT TO THE NEW LANDLORD. NATURE OF DISPUTE: THE BUSINESS DID NOT REMIT THE RESIDUAL TO THE LANDLORD/THE LANDLORD (WHO IS NOW THE PRIOR LANDLORD DID NOT FORWARD THE JANUARY RENT PAYMENT TO THE NEW LANDLORD. THE BUSINESS DOES NOT HAVE AN EMAIL ADDRESS OR PHONE NUMBER TO ADDRESS ISSUES OF THIS TYPE. THEY JUST HAVE A "CHAT REQUEST FORM. i HAVE SUBMIITTED 7 OF THESE REQJEST FORRMS (8 OVER THE PAST 12 DAYS) AND THEY HAVE NOT RESPONDED TO EITHER OF THEM. THE ISSUE DOES NOT INVOLVE ADVERTISING. RENT CAFE IS TTHE BUSINESS CHASEN COMPANIES IS THE OLD LANDLORD/PROPRTY MANAGER BAY PROPERTY MANAGEMENT IS THE NEW LANDLORD/PROPERTY MANAGER BECAUSE RENT CAFE DID NOT FORWARD MY JANUARY RENT REMITTANCE TO CHASEN COMPANIES AND IN TURN CHASEN COMPANIES FOR THE PAYMENT TO BAY PROPERTY MANAGER or CHASEN COMPANIES DID RECEIVE JANUARY'S PAYMENT AND THEY KEPT THE PAYMENT, I AM OWED A REFUND. NEITHER RENT CAFE NOR CHASEN COMPANIES HAVE WORKING PHONE NUMBERS OR EMAILS, I AM OUT $1,504.95, THE NEW PROPERTY MANAGEMENT COMPANY IS REQUSTING I PAY FORWARD THE PAYMENT FOR THIS IMMEDIATELY. I AM DISABLED AND ON A FIXED INCOME AND I DO NOT HAVE THE FUNDS TO PAY.

  

  Business response

  02/24/2025

  Thank you for bringing this matter to our attention. The Yardi team reached out to Chasen Companies regarding the messages you received from Bay Management and awaits their response. We will continue our efforts to resolve this situation.

• Initial Complaint

  02/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing as a resident of **** ******* ********** *** ***, Aurora, Illinois, regarding an issue with my recent rent payment. On February 2nd, my rent payment via the RentCafe portal was processed under AutoPay, and I was unexpectedly charged a service fee of $77.10 for using a credit card. At the time of selecting the credit card payment option, there was no indication that any such fee would be applied. While setting up AutoPay, I did not receive a clear warning about potential service charges. The notification regarding these fees appears only after AutoPay is set up, at which point users typically do not scrutinize the details as closely. For comparison, the Flex site—which offers an option to pay rent in parts—displays a clear warning before completing the AutoPay setup. I have attached a copy of the cautionary message from the Flex site for your reference. I understand that businesses must inform consumers of any additional fees—including credit card surcharges—before the transaction is completed. If the fee is hidden or only disclosed after a customer commits to a payment method, it may be viewed as a deceptive practice under Illinois law. I appreciate your assistance in resolving this matter. Please let me know if you require any further information or documentation from my end. I look forward to your prompt response. Thank you for your attention to this matter. Best regards,

  

  Business response

  02/12/2025

  Thank you for bringing this to our attention. Our investigation documented that a nonrefundable service fee is due at the time of payment by debit card or credit card, per the terms and conditions you agreed to when establishing the recurring payment schedule. 

  Customer response

  02/12/2025

  
  
  Complaint: 22919356
  
  I am rejecting this response because: At the time of selecting the credit card payment option while setting up AutoPay, there was no clear warning about potential service charges. The notification regarding these fees was sent separately via email only after AutoPay had already been set up, which is not typically reviewed with the same level of scrutiny.
  Users carefully review payment details before confirming, yet no such alert was provided during the setup process. For reference, I have attached a copy of the cautionary message from the Flex site, which clearly warns users before setting up AutoPay—unlike RentCafe, where the notice appears only afterward.
  I understand that businesses are required to disclose any additional fees—including credit card surcharges—before a transaction is completed. If such fees are hidden or only disclosed after a customer commits to a payment method, this may be considered a deceptive practice under Illinois law.
  I appreciate your attention to this matter and look forward to your response.
  
  Regards,
  
  A*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  02/17/2025

  We welcome the opportunity to elaborate on the RentCafe enrollment process. When a renter selects the Auto-pay Setup option in RentCafe, a notice saying “A service fee will be charged at the time of payment for Debit Card and Credit Card transactions. Service fee is non-refundable” is displayed. Later in the enrollment process, the Terms and Conditions field says in part, “I understand and agree that I will be charged a non-refundable service fee of 2.95% for each AutoPay transaction.” The RentCafe team appreciates your feedback about the enrollment process and will continue to review the fee disclosures to ensure they are visible and accurate.

  Customer response

  02/19/2025

  
  
  Complaint: 22919356
  
  I am rejecting this response because: At the time of selecting the credit card payment option, there was no clear indication that a service fee would be applied. While setting up AutoPay, I did not receive any explicit warning about potential service charges. The message stating, “A service fee will be charged at the time of payment for Debit Card and Credit Card transactions. Service fee is non-refundable” was not presented to me at that time. I understand that this message was only added to your portal after I raised the issue, as confirmed by the property manager when I brought this matter to his attention.
  Furthermore, the notification regarding these fees — “I understand and agree that I will be charged a non-refundable service fee of 2.95% for each AutoPay transaction.”—appears only after AutoPay has been set up. At that stage, users typically do not scrutinize the details as closely, as shown in the attached screenshot.
  Given the lack of prior and proper notification regarding these service charges, I respectfully request a reimbursement of the $77.10 credit card service fee. I appreciate your prompt attention to this matter and look forward to your response.
  
  Regards,
  
  A*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  02/10/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot get into my Yardi Systems-powered HUD Homestore website, and I am a bidder user. It is blocking my 20-year access, and I am trying to put in an offer. I have tried to contact them in every way possible and to no avail. They do not respond to my requests, and my income is being affected by their refusal and inability to contact me back. I will also put a complaint into HUD today against them if I do not hear from them and I cannot get into my account. Thank you, P**** ******

  

  Business response

  02/12/2025

  It is our understanding that the Yardi Help Desk contacted you this week and helped you resolve this issue.

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I setup auto pay with this company in November and my rent was never processed for February. They said that after the first of the year it resets autopay and no one sent me an email telling me this. This is illegal and now my rent is late. They need to be investigated.

  

  Business response

  02/03/2025

  Thank you for bringing this matter to our attention. Our records indicate that you created a recurring payment schedule on Dec. 2, 2024, with a stop day of Jan. 2, 2025. This arrangement was confirmed in an email sent to you on Dec. 2. At this point, with the initial schedule expired, you may either complete a new autopay setup or make one-time payments. To avoid the need to set up autopay each month, you may either leave the Stop Date blank or choose a Stop Date at a future date of your choice.

  Customer response

  02/03/2025

  
  Complaint: 22892594
  
  I am rejecting this response because: I never added a stop date to my auto pay. What you are doing is illegal. You will only respond to BBB complaints and not my phone calls. I have contacted the attorney generals office. You will hopefully be investigated.  I have no email with a stop date. 
  
  Regards,
  
  K******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  02/06/2025

  After a thorough investigation, the Yardi team documented that an email containing autopay details, including an end date of Jan. 2, 2025, was sent to you on Dec. 2, 2024, and opened upon receipt. The autopay function operated as directed and Yardi Payment Processing is not able to pull payments past the Jan. 2 end date. As noted previously, you may either enter into a new autopay arrangement or make one-time payments.

• 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. 

*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. ↩