ComplaintsforRealPage, Inc.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This involves a transaction on 08/24/24. I was charged a $76 convenience fee for using my credit card on an $86 payment. I did not notice the large charge when submitting payment. I believe the maximum allowable convenience fee is 4% in ******** for such transactions.I contacted the vendor and they refused to cancel the charge, even though the request was made the same day.

  Business response

  08/30/2024

  RealPage is a contracted third-party payment processer servicing the property management industry.RealPage offers credit card, ***, and other payment options to the apartment communities it contracts with. RealPage is required to adhere to the various card brand rules as well as the *** rules governed by N***A. **** has a rule requiring that the fee associated with the transaction be Fixed and Flatunlike the other card brands that utilize a percentage-based fee. The **** Core Rule Requirements states in part that RealPage is required to apply a fixed and flat fee amount regardless of the amount of the payment due." **** is the only card brand that has this provision. Since RealPage Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. As a one time courtesy a refund has been submitted for the fee amount. A check will be mailed to the complainant. We encourage the complainant to use either *** or a non-**** card for payment of non-rent fees to avoid the high fee amount associated with ****s Fixed and Flat requirement

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  05/29/2020 I moved into ********************, apartment #****. I was required by the location to purchase renters insurance from ERentersPlan, which I did. The apartment was found to have termites and on 6/8/2021, I moved to apartment #****. I contacted eRenters to transfer the policy and was assigned a new policy. eRenter continued to collect payments for apartment **** after I moved into **** and informed them I did not live there anymore. They collected 4 years of payments for ****, charged me varying amounts ($26.66-28.66) on the 16th of each month. For what would amount to over $1,200 at this point (once I terminated the policy, I no longer have access to the payment history but I am attaching several bank statements showing I was charged on the 17 and 24th of every month. This means that I have paid for insurance on two apartments when I only lived in one, and there have been other people living in **** since then, meaning they have also collected 2 payments for the same apartment. I wrote them to resolve it and they say they are issuing a refund to me for only TWO MONTHS ($59.86) out the 48 months they overcharged me. This is obscene that they get away with slowly robbing someone for years and think that is a resolution. I want a full refund for all the charged for apartment **** from June 2021 to July 2024,

  Business response

  09/06/2024

  Our records indicate there were indeed 2 consecutive active policies for ******************** during the same time frame.
  
  Policy #********* was issued for unit #**** on 6/8/21.  A cancellation was processed for 8/11/24 with refund check #****** for $21.65 being issued
  
  Policy #********* was issued for unit #**** on 5/29/20.  A cancellation was processed for 8/11/24 with a refund check #****** for $11.04 being issued. After findings of the duplicate policies, we attempted to backdate the cancellation to 6/8/21 and return the duplicate funds to ********************.  In our attempts to process, some system issues have occurred.  We apologize for this inconvenience.  Refund check #****** is in the process of being mailed for $917.78.
  
  For further questions, please contact our call center at **************.  

  Customer response

  09/07/2024

  I am rejecting this response because:   

  I do not believe this amount is correct and they are not refunding the right policy. I received a full refund of ***** on policy ********* for the last month and partial for ***** on policy *********. The full refund is for the policy on apartment 1605, which is the apartment I was living in. I went through and added up all the charges I could view on my bank statement and it doesn't reconcile with the amount they are saying. Therefore, I am requesting an itemized report of all charges for the policy ********* from 6/2021 to 6/2024 to ensure that I am receiving the full amount charged to me. I will consider this resolved when I have a transaction report and a check. Now that the policies are in cancellation status, I no longer can access the payment history through the companies site. 
  
  Since I was originally told I could only be refunded for 90 days (only $59) and that was not true. That said, I am not apt to accept this amount until it's honestly told to me exactly what is being refunded. 
  
  ***********************

  Customer response

  09/07/2024

  I was able to access the payment history on the site as they re-opened the policy while the account was in dispute. It appears the amount indicated is correct. I had not factored in the older payments that were $19-20 a month, less than it was in the last couple years available on my bank statements. I will consider this matter resolved when the check is received. 

  Thank you. 

  Business response

  09/10/2024

  Your refund calculation was provided to us by the insurance company.  With your current inquiry, I reviewed that calculation against the payments made by you and actually believe we have now over refunded you by $92.22.  The carriers calculation included all premiums to the inception of 5/29/2020 instead of the cancellation date of 6/8/2021.  I am including both calculations for your information.  Based on this review, we do not believe any additional funds are owed.
  
  Thank you

  Customer response

  09/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12 2024 I received a rewards card from Realpage as an incentive to my apartment lease. The card has been rejected for payment since I received it. Ive called costumer service since mid July and they havent fix this problem. When I call, no matter what time of day, the supervisor is always on lunch. Theyve told me multiple times for multiple weeks that a supervisor is going to call me to resolve the issue and to this day a supervisor hasnt called **** was told it would be resolved by August 16 2024. This issue has not been resolved as of August 25 2024. I believe this business is a fraud. Please help me get my rewards card activated. Thanks

  Business response

  08/27/2024

  RealPage is a contracted third-party payment processor facilitating payment processing for property management companies. The complaintant's gift card has been reactivated by the card provider, and the issue is now resolved. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am simply attempting to log in and access my account. And this company realpage has offered 0 assistance in solving this very simple issue. I've literally received 10 emails and been on the phone for over an hour attempting to simply log in to the realpage.com website.

  Business response

  08/16/2024

  We spoke with ********************** 8/16 and confirmed the issue was resolved by Support on 8/15/24 and that he was able to successfully login to the account. We ensured ********************** has a direct contact and phone number,and encouraged him to save it, in case he had any further issues.
  We again adjusted the subscription dates to account for the additional days in which the vendor was unable to access the account. 

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: 08/02/2024: Rent I paid via online for my rent with my available balance being enough for my rent. I viewed my rent transaction pending without it being deducted from my checking account. I called my bank USAA and stated no transaction pending or taken from my account. Please resolve the following transaction.

  Business response

  08/08/2024

  RealPage is a contracted third-party payment processer servicing the property management industry. RealPage is required to adhere to the various *** rules governed by N***A. The complainant initiated their payment on 8/2/24. On the following business day, 8/5/24, the transaction originated through the *** network. On 8/7/24 RealPage received notice that the complainants bank returned the debit as R01-insuffient funds. Per Nacha rules, the governing body of ***, the bank has up to two business days from the date of origination to return the transaction for R01-insufficient funds. The complainant will need to contact their bank regarding the debit not appearing on their bank account. The transaction history is provided as well..

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RealPage rental reporting is supposed to help build your credit. Unfortunately, they dropped -68 points on my credit report just by opening an account with them. I was in the process of buying a home in the next few months and because of these -68 points I won't be able to qualify. It will take me a while for me to recover my credit score to what it was. Because of this I signed a document requesting the cancelation of my membership. All I request is to have the impact of the -68 points reversed on the 3 credit bureaus. I believe this is completely excessive.

  Business response

  09/27/2024

  From the time that the consumer signed up for Rent Reporting in April until the consumer cancelled the service in August, RealPage has only reported positive rental payment history to the credit bureaus. RealPage is not a credit bureau and we do not control or have direct influence over any aspect of the data maintained or calculated by the credit bureaus. Each credit bureau determines whether and how it will use the rent reporting data we provide to them. And, if a bureau does opt to use such data, it can take up to 90 days for a consumer's credit score to be updated to reflect Rent Reporting, depending on each credit bureau's processes. Finally, its possible that the consumers interactions with other creditors was also reported during the period at issue and impacted the consumers credit score.  We recommend the consumer reach out to the credit bureaus directly for more information about the change in credit score. If the consumer has any questions about how RealPage Rent Reporting works, we encourage them to check out the Frequently Asked Questions on our website, *******************************************************************************.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved out of an apartment residence last year on March 18, 2023 yet was still being charged by Erenterplan insurance up until this past month in 2024. The policy was even automatically renewed which flew under the radar to me. I called the business back to inform them I had since moved out from the property and was being charged for a policy that was no longer valid as I no longer resided at the residence. They claimed they could not reimburse me in full for the charges that were beyond 90 days ago. I would simply like my funds back. Attached is proof of my move out date and the charges on my debit card after said date.

  Business response

  08/06/2024

  Thank you for providing a move out statement.  With confirmation of move out, we have backdated your cancellation to 3/18/23 issuing a refund back to the card on file of $417.54.   On 7/8/24, a refund of $63.60 was issued and on 7/18/24, a refund of $53.22 was issued.  We expect with this information, we have satisfied your expectation on the handling of this complaint.  

  Thank you
  

  Customer response

  08/07/2024

  I have reviewed the business response and accept this resolution of being refunded.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern: I receive my Social Security check in the middle of the month. I immediately pay my HOA/COA fees immediately. That is usually two or three weeks early. I do this because I never want to be behind in payments for my housing. Since ************* Residential took over as the management company for the 4 ******************* I only had to pay the amount due. Recently when I paid my August HOA/COA dues I was charged a four dollar fee because I dont have it directly debited from my account. I think this is incredibly unfair, especially to senior citizens who are living on their Social Security like myself, Social Security is my only income and I live pretty hand to mouth each month. I could not possibly have you debit my account because I dont know what would be left in it by the first of next month. I have always paid my dues on time and I feel this is a real slap in the face to senior citizens , I implore you to rethink this policy and to delete the four dollar fee for those who cannot pay by automatic debit. I receive food stamps and I am still food insecure. $4 is a lot for me and probably other people in my situation. Why am I being punished for not having enough money at any given time in my account especially when I make sure that I pay fees for my housing immediately when I get my funds. Please lodge this complaint With the powers that be note that its unfair to seniors and those without a lot of money. I feel you are greedy and this is not warranted.Thank you. ****** *******

  Business response

  08/07/2024

  Clickpay/Realpage is a third-party payment processor that processes payments for property management companies. Beginning June 2024, FirstService Residential residents that make a one time echeck payment in the Clickpay portal will be assessed a $3.00 fee per echeck transaction. To avoid the fee the complainant can opt to pay by physical check, online bill payment through their bank, or schedule autopay via ACH/echeck payments. 

  Customer response

  08/07/2024

  I am rejecting this response because:   I did make my payment from my bank account. So why was I charged this extra fee? 

  Customer response

  08/07/2024

  The payment I made was directly from my checking account not from a debit or credit card and according to their answer they should not have charged me the $3.00 service fee. 

  Business response

  08/09/2024

  When making a one-time ACH payment on the ************ portal a $3.00 convenience fee is applied. To avoid this fee a payment can be made using one of the following alternatives which include mailing a physical check, enrolling in ACH autopay in the ************ portal, or using the online bill pay platform through the complainants personal bank. As a one time courtesy a refund will be mailed to the complainant.

  Customer response

  08/09/2024

  I am rejecting this response because:   The business is not accepting my payment which was paid from my personal bank account which ends in the number 4679. What they say is not true. I didnt pay with a debit or credit card, I MADE A DIRECT PAYMENT FROM MY BANK ACCOUNT TO CLICK PAY.  According to their statement I should NOT have been charged an extra fee. 
  

  Customer response

  08/09/2024

  As you can see the payment was directly paid from my bank account and even though they are offering a one time reversal of said fee, I am sure that this will occur again. Mind you the previous transactions made the from my bank account didnt have a fee and they were paid in the same manner. Next month I am afraid that they will charge the fee again and I will have to make another complaint. Do they realize that what they said is not matching what they did? 

  Customer response

  08/09/2024

   I guess what they are saying is different from paying from their listed payment options on their website. However they have NEVER provided any information or assistance on how to initiate the payment from my bank to Clickpay and it is not on their website. Please note that there are only 3 options available. Automatically debit each month, a hard copy check or a one time e-check payment. If I were to make a payment initiated from my bank account, NOT initiated from their website I would need more information which they do not provide! I need to make certain that my payment is credited to my correct account, they need to instruct on who to make the payment to, what information I need to give them so that it is done correctly. If you look at the screenshot I sent they only show the 3 methods of payment and EACH OF THOSE incures a fee. To set up a payment from my bank account I need the EXACT name of who the payment goes to, an ADDRESS THAT ACCEPTS THE PAYMENT. And any code that is necessary to make sure that my payment is credited to the correct account for my property.  I would like to know why after doing this by using my checking account for the past four months payments from their website why only now are payments incurring a fee? Only this last payment incurred the fee. They seem to have changed something and that is sneaky to say the least. I would be happy to initiate the payment from my bank account and skip their website but as I said I would need additional information. Please advise me of that information for future transactions. 

   

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RealPage ****************** has overbilled my Submetered water account by ****** gallons. This is equal to ***** Cubic Feet of water. The dollar amount of the overage is $1,503.07. Realpage is the ************************ contracted by my Apartment Complex. The face of the old meter could not be read. On 6/25/24, a Realpage Technician removed the old meter and installed a new meter. I took a snapshot of the face of the old water meter and compared it to the Statement for Period 04/13/24 - 5/12/24 YTD balance ******* gallons.The meter only has 5 spaces before the decimal point and read ****** gallons. The actual reading is 3****** gallons. The difference is ****** gallons. This amounted to $1,413 . On 6/27/24, I emailed landlord the snapshot, statement and spreadsheet showing billing increases. She emailed everything to Realpage Manager. She asked for an audit of my account. I received a ********************** Statement for Billing Period: 5/13/24 - 6/12/24 for $89.97. I emailed landlord statement. She emailed everything to Realpage Manager on 07/22/24 The Realpage Manager emailed Vineyard Manager to call RealPage ********************** ************. They do not answer questions concerning water usage overbillings. They told me to call the Vineyard Manager. The information to bill back tenants for water usage determined by a RESIDENT LEDGER FILE.******** Manager emailed Realpage Property Manager that she did not have the RESIDENT LEDGER FILE. He said he would look into it and call back. He has never responded to the overage billing of my meter or investigated the person billing against my account. I have asked my Apartment Manager for another Account Manager to reconcile my account. She will not do that. I believe the Realpage Manager has the Resident Ledger. He has data necessary to perform the audit. He should also be able to see who is billing against my account. ********************** does not show SN of meter. Snapshot of meter should be enough proof.

  Customer response

  08/02/2024

  In my original complaint my desired settlement was refund.  I am more concerned with Fraud.  The attached e-mail was sent by The Property Account Manager for ********************** to Apartment Manager. I made notations in the margins.

  Any questions pertaining to water usage should be addressed to Property Account Manager. ********************** billing statements gives the address of Manager of Apartment Complex.  Tenant must submit complaints concerning water usage to the landlord. The landlord submits complaint to Realpage Account Manager. He has the Resident Ledger.  

  The Property Account Manager for my apartment complex has no idea who has this Resident Ledger which has information submitted to Accounts Receivable .   He promises to find out who has the ledger and call Apartment Property Manager. He still has not responded.
  RealPage is a breeding ground for fraud:

  
  1. They do not show the water meter serial number on their ********. I created an account with **********************. It does not show anywhere the Serial Number of the meter.
  
  2.  They do not reconcile operational meter records to their billing system. I thought for sure that an audit would have been automatically conducted on the Retired 12-year-old Water Meter.        This is standard operating procedure for regulated utility companies
  
  3. They never in 12 years done an onsite meter reading. June ******* was the first and last.
  
  4.  Property Account Manager/Utility for Real page does not respond to Landlord questions concerning water overage ******** or account audits.  He has been e-mailed snapshot of old water      meter showing reading. It is 63,984  gallons over the current Realpage Billing Statement. My excel spreadsheet show 73% increase in water usage for year 2024.
  
  5. Their ********************** phone number ************ is a sham. If you have questions concerning how your water usage was calculated, they tell you to contact your landlord.
    I s poke to my Apartment Property Manager.She has no access to Operation Meter listings or Billing System. 
  
  6. The only contact is Property Account Manager for **********************. He supplies the billing data to Accounts Receivable but denies it.  He is auditing himself. He claims he will call back when he finds out who has Resident ****** used for billing.

  Customer response

  08/08/2024

  I got phone call from my landlord today, 8/8/24 She relayed information given to her by the Realpage Property Account Manager. My landlord is going crazy and so am I.  This guy will not speak to me. There is no one else that she can speak to at Realpage.
  I have been complaining that he is doing nothing. He should be looking at the Resident Ledge File detail and comparing it to the Operating Serial Number Meter Listing remote readings.
  This is what he has been doing. He is examining the old water meter that was removed from under my sink. His SOURCES tell him that the old meter was incorrectly calibrated at the time of installation.  The meter was not setup properly to change gallons into cubic feet. He will not say who his SOURCE is. He claims going back to the date of installation, all remote readings are incorrect.
  Starting from date of installation to removal, he is going to recalculate YTD USAGE USING CORRECT CALIBRATION. He hopes to have the computations by October.  He does not reveal his SOURCE. He believes that I have been underbilled.
  He is also stating that a meter with only 5 spaces before the decimal point, cannot give an accurate reading and having the meter under the sink is blocking pulse readings.
  I am not making this stuff up. I repeated it to my landlord to make sure I got it correct.
  When he is asked about the Resident Leder that contains the detail of the lump sum monthly billing he sends over to accounts receivable, he knows nothing.
  He has done nothing to reconcile the Operating Meter Reading to the Billing side. Even if the remote readings were incorrect, it is what he should have billed.
  I have one more thing to add. The 07/01/2023 billing was estimated. It was lower than any bill in year 2020.  Estimated bills are taken directly from the actual Operating Meter assigned to tenant. I have attached copy of 07/01/2023 bill and the spreadsheet. It definitely was not an average of previous ********. Estimates do not go through the Realpage Property Account Manager.
  
  Thank you
  ************************

  Customer response

  08/13/2024

  This is my response to phone call on 8/8/24 from the Realpage Manager to my landlord. He states that the old meter was incorrectly calibrated at the time of installation.  The meter was not setup properly to change gallons into cubic feet.  He claims that going back to the date of installation, all meter remote readings are incorrect. A meter with only 5 spaces before the decimal point, cannot give an accurate reading.  He is totally rejecting the snapshot of the face of the old meter because it only has 5 spaces before the decimal point. He is going to recompute the correct water usage for the last 12 years.

  The references I used are: Best practices to ensure accurate billing from meter-read date. This is published by the Office of Washington State Auditor. Realpage how your bill is calculated found on website: ********************************************* and Realpage ****************** billing statements.
  
  1. Calibrating your water meter ensures you only pay for water you use. The meter is calibrated to record water flow in unit measurement gallons. Operational ****************************** transmits tenants water usage in gallons to the ******************* The ****************** converts gallons to cubic feet.  The Unit of Measurement used by the ****************** has no bearing on calibration of the subwater meter.
  
  2. Water meters are calibrated and tested by the manufacturer. The ********************* tests the meter before installing. The technician does several tests after installing.
  
  3. Every apartment had or still has these 5- spaces before the decimal point meter installed in 2013. These meters are just as accurate as the new 7 spaces before the decimal point. You just have to look at your latest billing to see what the ******* position is.
  
  4. If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account
  
  5.  The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.
  
  6. The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger.
  
  7. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a confirmation from the ********************* that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years.
  
  8. Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.
  
  
  My landlord informed me that I would be receiving a full credit for the overbilling. ******************* must demand an audit of my account and ask for printout of my Resident Ledger Detail for years 2021, 2022, 2023 and 2024.
  
  Realpage still needs to be investigated by a government agency. Their poor internal controls invite fraud. There are other victims beside me.
  
  Thank you, ************************

  Business response

  08/15/2024

  RealPage ****************** received the complaint of this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  RealPage is hired by the apartment complex to bill residents for their share of utility expenses. RealPage will read the submeters and calculate the charges for the utility invoices sent to residents.
  The resident expressed concerns regarding their recorded submetered usage. In investigating the residents concern, the resident did appear to have submeter issues and her submeter was replaced on June 25, 2024. The team is working on investigating the severity of the issue with the prior submeter to determine if a fair and accurate refund is necessary. 
  The new meter is in working order. The prior meter measured in cubic feet and the new meter measures in gallons. The numbers from the submeter to the bill may be off due to the submeter having a transmitter installed that will show different numbers, however, it will match the usage amounts shown on the submeter.
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage ******************s Customer Service Department. 

  Customer response

  08/16/2024

  I am rejecting response because:

  The references I used are: Best practices to ensure accurate billing from meter-read date. This is published by the Office of Washington State Auditor. Realpage how your bill is calculated found on website: ********************************************* and Realpage ****************** billing statements.
  
  1. Calibrating your water meter ensures you only pay for water you use. The meter is calibrated to record water flow in unit measurement gallons. Operational ****************************** transmits tenants water usage in gallons to the ******************* The ****************** converts gallons to cubic feet.  The Unit of Measurement used by the ****************** has no bearing on calibration of the subwater meter. There were no billing problems till Year 2021. My water usage increased: 2021-32% 2022-32%, 2023-52% and 2024-73%.
  
  2. Water meters are calibrated and tested by the manufacturer. The ********************* tests the meter before installing. The technician does several tests after installing.
  
  3. Every apartment had or still has these 5- spaces before the decimal point meter installed in 2013. These meters are just as accurate as the new 7 spaces before the decimal point. You just have to look at your latest billing to see what the ******* position is.
  
  4. If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account
  
  5.  The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.
  
  6. The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger. I want a printout of data in my Resident ledger.
  
  7. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a certified confirmation from the Serial Number Meter ********************* that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years. I want to speak to someone other than the Realpage Manager. I want to speak to someone in ******************** or ********************* in charge of maintenance of water meters. 
  
  Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.    

  Customer response

  08/16/2024

  Question for Realpage Manager

  If the meter is calibrated to record unit measurement in cubic feet, why doesnt the old meter show the July 12, 2024, ending balance of ****** cubic feet.   Why is the face of the old meter in gallons: *******. Shows ******. Only has five spaces before decimal point. Assume ******* for 6th place because of previous ********

  I have seen the website that shows serial number meter readings for month and it is in gallons.

  It is very easy to obtain the support for monthly water usage.  It is in the TENANT LEDGER. It shows the Serial Number of Meter and water usage in gallons. If the website Gallons for meter serial number is less than billing, someone is committing fraud.

  Customer response

  08/29/2024

  I am rejecting this response because: 

  If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account

   The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.

  The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger. I want a printout of data in my Resident ledger.
  
  Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a certified confirmation from the ***************************************** that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years.
  
  Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.

  Realpage is claiming the old meter measured in cubic feet not gallons. The rest makes absolutely no sense.
   The numbers from the submeter to the bill may be off due to the submeter having a transmitter installed that will show different numbers, however, it will match the usage amounts shown on the submeter.
  If the meter is calibrated to record unit measurement in cubic feet, why doesnt the meter show the July 12, 2024, ending balance of ****** cubic feet.   It is one more attempt to discredit the original readings for the past 12 years.
  The thing that bothers me the most, The Realpage Manager is the one responding. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management.
   I want a certified confirmation from the ***************************************** that the meter is giving incorrect remote readings and was calibrated to read cubic feet. The question remains why the meter shows gallon reading. Realpage Manager never addresses the Resident Ledger which shows Serial Number of Meter and reading. I want a printout of my Resident Ledger showing Serial Number of Meter and Water Usage by month for years 2021 to 2024.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm am not liable for this debt with - Richmond Townhomes ; Dominion at ********** ; Lofts at ********* ; Block 330 Apartment complexes. I do not have a contract with none of the collection agencies associated with the above 4 items. They did not provide me the original signed contract, without electronic signatures as requested. I never gave Realpage , or Leasing desk written or verbal permission to access my credit file or to create an account bearing my signatures. I have a fraud alert on file , which requests I be notified before any reporting agency access my credit or background screenings, Realpage / Leasing desk is reporting inaccurate items as collections on my profile and I have reported to them that these items are fraudulent and need to be blocked, and Realpage/ Leasing desk still has these 4 accounts appearing under the "collections" file of my rental background screening

  Business response

  09/20/2024

  Upon receipt of the consumers dispute, LeasingDesk Screening initiated a reinvestigation of the disputed information. Results for the consumers credit dispute have been sent to her. The consumers rental history dispute is in process and results will be sent as soon as they are available. 

*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. ↩