ComplaintsforRealPage, Inc.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a bill from my apartment complex for $3.17. I went to pay the bill online and accidently hit pay when I saw that there was a processing fee of $100. The company processed the payment and I paid $104 for a $3 balance. I contacted the apartment complex immediately - to reverse the transaction and was told that once you make the payment NOTHING can be done. I just want the transaction to be cancelled. I will happily pay the amount due of $3.17.

  Business response

  04/14/2022

  Business Response /* (1000, 5, 2022/03/25) */ RealPage has reviewed the complainant's transaction history and will be issuing a refund back to the complainant's account. An email communication has been sent out to the complainant confirming that a refund will be issued. Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received apology and email saying refund will be forthecoming.

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Realpage also known as Buildium lacks professionalism and basic customer service skills. I was promised a 10 to 15 day turn around time for completion of a premium Tenant Screening application and they have left me in the dark for almost 2.5 months. I've made numerous phone calls pleading with their staff for help as this is very much affecting my business, but they outright don't care. Their customer service declines with every acquisition and its not acceptable. I need assistance from upper management. I have been patient, but can no longer be.

  Business response

  03/15/2022

  Business Response /* (1000, 5, 2022/03/01) */ Thank you for your honest feedback. We take great pride in our commitment to customer success, and we want to make sure all of our customers have a positive and helpful experience. You didn't initially, and we take that very seriously. We have shared your feedback with our Support management. In regards to your experience with TransUnion, it should not have taken 2 months for your Premium Tenant Screening approval process. We are currently working with their team to understand how this happened and ensure process and communication improvements are made in the future. After working with TransUnion directly, our Senior Customer Success Manager confirmed that you were approved for PTS on 2/25. Again, we thank you for taking the time to write a review. Your feedback helps us learn and get better. Best, The Buildium Team Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for an apartment with HARRISON LOFTS IN DAVENPORT IOWA. I provided Harrison LOFTS with proof of my current residency and proof that my rent has been paid on time each month with my current landlord starting March 29, 2021, at $1120 per month. Prior to this residency, I lived at 428 Springhead drive with a PRIVATE landlord in 2020. I lived in a house with three other residents. The house was overcrowded and the owner allowed his (nephew) who was unemployed live there without paying rent. I complained and a FALSE eviction was filed demanding NO money however req that I move. The JUDGE DISMISSED the CASE and even went further and VACATED it. There was no MERIT to the false and retaliatory eviction. THIS agency a screening company for LANDLORDS provided false and inaccurate information to Harrison LOFTS. They told them there was no DISPOSITION. This summarily denied my application. Currently, I have provided proof from the court however, this AGENCY has taken NO action. I would LIKE to ensure this agency is CITED by the BBB.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/03/07) */ Upon receipt of the consumer's dispute, LeasingDesk promptly initiated a reinvestigation. Results were sent to the consumer and screening client. Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) THE APARTMENT COMPLEX IS NOW UNDER INVESTIGATION

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  CLAIMS TO RUN CREDIT REPORTS AND BACKGROUND CHECK FOR LEASING MANAGERS AS A THISRD PARTY. TRUTH IS THEY NEVER RUN ANYTHING AND THEY JUST TAKE YOUR MONEY AS THEY STOLE MY $120 FOR TWO APPLICATIONS FOR MYSELF AND MY HUSBAND AT $60 DOLLARS EACH AND REFUSE TO GIVE IT BACK ENCRYPTED RESULTS UPON APPEAL STATED THAT THERE WERE NO FINDINGS ON MY REPORT , BACKGROUND AND PUBLIC PROFILE ARE CLEAR AND NO FRAUD AS WELL AS MY EXPERIAN CREDIT MONITORING SYTEM WHICH STATES THAT NOBDY HAS PUULED MY CREDIT RECENTLY AND VERIFIABLY NOT THIS COMPANY IT WOULD ALSO BE LISTED IN MY INQUIRIES MY CREDIT PROFILE IS LOCKED SO ANY RESULTS THEY OBTAINED ARE FALSE BUT THEY NEVER DID A BACKGOUND CHECK CONSUMER REPORT CHECK OR CREDIT CHECK AS THEY STATED

  Business response

  05/02/2022

  Business Response /* (1000, 9, 2022/03/07) */ The consumer was screened using LeasingDesk software and a screening report, which included credit information from Equifax (not Experian), was provided to the client on 2/2/22. The consumer requested a copy of that report the next day and it was provided to her on 2/7/22. The consumer also submitted a dispute directly to us concerning certain information contained in her screening report. Upon receipt of the consumer's dispute, LeasingDesk promptly initiated a reinvestigation into the disputed information. Results of the reinvestigation have been provided to the consumer and screening client. Any fees or deposits were paid directly to the apartment community, and consumer should contact the apartment community with questions regarding refunds. Consumer Response /* (3000, 11, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As you can see results from your third-party leasing desk are as follows there is no criminal record to be found there is no negative public record to be found there is no negative credit to be found there is no debt to be found on the credit profile record please see attachments Business Response /* (4000, 15, 2022/03/30) */ As reflected in the documents attached by the consumer, LeasingDesk completed a reinvestigation of the disputed criminal record that appeared in the consumer's LeasingDesk Screening report and notified the consumer and the screening property of the results. It is unclear what the consumer's continuing concern is or what other item(s) the consumer would like to dispute with LeasingDesk. On 2/8/2022, LeasingDesk sent the consumer an Additional Information Request to determine which credit account(s) or trade line(s) appearing on her applicant screening the consumer desired to dispute as being paid in full. A call was made to the consumer on the same day and a voicemail was left as there was no answer. No response or communication was received from the consumer within 30 days and the credit dispute was determined to be abandoned by the consumer. Should the consumer wish to dispute a credit (or any other) item appearing in her LeasingDesk screening report or consumer file, she may do so by submitting a dispute form through our website at https://www.realpage.com/support/consumer/ or contacting our Consumer Relations team directly at 866-934-1124. We will need to know which account or accounts item or items are being disputed and what about each item is in dispute so that we can perform a proper reinvestigation or, in the case of a disputed credit item, provide that necessary information when forwarding the dispute to the credit bureau for investigation.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Realpage has declined my rental application due to"unsatisfactory criminal history" and while I do have a minor criminal record, i.e. no felonies, sex offenses or violent crimes, it has never prevented me from renting before. Upon contacting realpage, they can't even give me any information as to what the disqualifying offense was. They instructed me to contact the rental property, the rental property says contact realpage because realpage decides whether to accept or deny. I can't get any information whatsoever about a written policy/what part of that policy I did not meet. They also debited my account for $300 just 10 minutes prior to rejecting my application and now state it will take 60 days to refund this money. Upon reading other reviews it is clear that this company is completely negligent, non-transparent, and as a result makes it evermore difficult for those to find a basic necessity such as housing.

  Business response

  02/28/2022

  Business Response /* (1000, 5, 2022/02/15) */ Upon receipt of the consumer's complaint, LeasingDesk promptly initiated a reinvestigation into the disputed records. Results of the reinvestigation have been sent to the consumer and screening client. LeasingDesk is a screening software provider and as such we do not determine applicant criteria. Applicant criteria is determined solely by the property, as are any final decisions made regarding the applications. If the consumer has questions regarding the applicant criteria at the apartment community, we suggest reaching out to their leasing office directly.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Wednesday, December 29, 2021, I applied for an apartment at ******* at Live Oak in Live Oak and was informed yesterday by RealPage that I must pay an entire month of rent as a deposit due to "rental history unsatisfactory or insufficient." My rental history dates back to July 2009 to today (Jan 4, 2022). I've always paid my rent on time, never evicted, don't owe any previous landlords, always gave proper notice. This is supported by my credit reports as no collections accounts are reported. RealPage is clearly reporting inaccurate data and/or incomplete data and these apartment complexes are relying on this incorrect information. If RealPage needed a certain number of years of addresses than such information should been requested instead of providing an adverse action with incorrect information.

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/01/12) */ The rental history information provided on the consumer's screening report is provided by the rental history property. Upon receipt of the consumer's complaint, we initiated a consumer dispute on her behalf. We have reached out to the rental history property to verify the information appearing on the screening report and the results of the reinvestigation have been sent to the consumer and screening property. We have provided the consumer with a copy of her screening report. Should she wish to dispute any other items appearing on her screening report, she can go to our website at https://www.realpage.com/support/******** or contact our Consumer Relations team for assistance at XXX-XXX-XXXX. LeasingDesk Screening does not make the decision to approve or deny applications, nor do we determine the fees or deposits required. We recommend the consumer contact the screening property for more information on its applicant criteria. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Realpage does recommend fees or deposits using incomplete information. This company is known and has been fined by the federal government for reporting incorrect and/or incomplete data which hurts the consumer. Business Response /* (4000, 9, 2022/01/28) */ We have reached out to the rental history property. After further review of their records, they have confirmed that the information previously confirmed to be accurate should be updated. We have notified the consumer and the screening client of these reinvestigation results.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just started pay my rent through RealPage Payments Services LLC and they call this a convenience fee "An additional $19.44 convenience fee will be added to your payment." thats not a convenience fee.. i called them and the agent could not answer why it was so high so i asked for a supervisor.. FINIALLY GOT ONE SUP SAID SHE WOULD GIVE ME THE EMAIL OF THER OFFICE OF THE PRESIDEND.. WELL SHE HUNG UP AND DID NOT GIVE ME THE E MAIL.. SO NOW IM ON HOLD FOR OVER AN HOUR AND THE AGENT IS REFUSING TO GET ME BACK TO A SUPERVISOR AND TELLS MR THEIR IS NO OFFICE OF THE PRESIDENT.. THIS COMPANYS CUSTOMER SUPPORT IS A **** JOKE.. I HAVE WASTED OVER 2.5 TOTAL ON HOLD WITH THEIR CUSTOMER SAUPPORT TODAY BY MY COUNT THEY OWE ME FOR WAISTING MY TIME 100 BUCKS .. ALONG WITH An additional $19.44 convenience fee FOR STAYING ON THE LINE WITH WORTHLESS CUSTOMER REPS...

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/01/12) */ We are unable to assist the complainant without additional information (i.e. Property Management Company name, address, phone). RealPage has made multiple attempts to contact the complainant both by telephone and email on multiple days but has been unsuccessful. RealPage requests this case be closed in RealPage's favor unless the complainant responds with the information we need to address their concerns.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an absolute nightmare leasing with this apartment. This apartment should've never been leased to anyone. I still have drawers missing throughout the apartment and an exterior wall that is not complete. On November 1st, 2021 at 8 am, I was told that I had to get my dogs and leave because they had to tear down my wall without proper prior notice. I was then never told when I could come back to my apartment until the day before and had to find out from the construction vendors working on the wall, not my apartment management. Maybe a few days go by and my girlfriend is laying in our bed and she gets drywall falling in her mouth and eyes because they improperly cut through our walls from the outside. Now it's November 17th, 2021, and I again have to leave my apartment for several days. This apartment is unsafe to live in and the apartment management is absolutely awful.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/11/19) */ RealPage provides various products, services and software to the real estate industry, but we do not own or manage any apartment communities. Thus, this complaint was filed against RealPage in error and the consumer's concerns should be directed to, and addressed by, the apartment community's owner or property manager.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Residents of Palazzo Apartments in Tulsa are forced to pay whatever utilities charges RealPage claims they owe. RealPage claims they base these on Tulsa Utility company rates, but in recent months several tenants in this complex alone have discovered they are being charged hundreds of dollars more than our actual usage. RealPage refuses to speak to residents, and have for months refused to correct this issue when the landlord has repeatedly brought it to their attention. They are misrepresenting the city utility rates, and overcharging residents by up to tenfold.

  Business response

  02/24/2022

  Business Response /* (1000, 7, 2021/12/09) */ RealPage Utility Management received a complaint from this resident, and we would like to take this opportunity to respond and resolve this matter. RealPage is a third-party billing company 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. In reviewing the resident's complaint, it appears that there was an error with the usage recorded by the unit's submeter. RealPage made an adjustment in September for billing to be based on the unit's average usage until the submeter issue is resolved. RealPage is working with the property to make an adjustment to the bill and will reach out to the resident to issue a refund as soon as possible. If you have any further questions or concerns, you are welcome to discuss with your property manager or RealPage Utility Management's Customer Service Department. Thank you. Consumer Response /* (3000, 14, 2022/01/02) */ The company has done nothing. They still refuse to refund the money they overcharged. It seems this was all lip service for the BBB.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In August 2020, I began being billed for renters insurance by this company for a place I do not and never have lived. Upon telling this company I believe the billing was in error because I was being billed for a place I had considered moving but didn't; they acknowledged that the prospective place probably put in my paperwork. However, after providing the company with a copy of my current lease which shows without a doubt I moved into somewhere else at the exact time they started billing me, this company STILL refused to reimburse me several months worth of payments they had taken out of my account against my will and without my knowledge. Initially, I was told my current lease would suffice but once provided they stated I needed to have the place I didn't move into verify I didn't leave there. Of course they didn't reply because I'm not a resident. To date I have never been refunded the money stolen from me by this company though I provided proof.

  Business response

  01/19/2022

  Business Response /* (1000, 7, 2021/11/19) */ RE: ID# XXXXXXXX **** ****** Policy #XXXXXXXXXX Please note that we received the complaint via USPS mail on 4/23/21. I wanted to make note as the 7 day response window was not attainable due to the late receipt of the complaint. I have reached out to our call center who has contacted the apartment community and verified that Mr. ****** did NOT move into the community as originally expected. With this information, the policy has been reinstated & flat cancelled with an additional $63.20 being refunded to the credit card on file. We trust this explanation has addressed the issue to the insureds satisfaction. Please let me know if you need any additional information. Thank you. Tina M***** Compliance Officer, CA #0EXXXXX LeasingDesk Insurance Services, a RealPage Company Office: 972-810-8530 Fax: 866-513-0521 [email protected] www.realpage.com

*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. ↩