ComplaintsforRealPage, Inc.

• 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:

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son used my Discover card to make this monthly purchase. He moved out of this apt months ago. This charge still shows up on my Discover card every month. Discover said the merchant number changes every month and they can't put a stop payment on this. I called E Renter Plan and they claim they don't have a customer by my son's name or mine and that t they can't help us. I simple need this charge stopped and for it to not hit my Discover card every month.

  Business response

  07/31/2024

  With the limited information provided in this complaint, we have attempted to locate your name as a card holder within our system unsuccessfully.  If your son is the named policyholder, he can cancel the policy via our call center at ************ or through the policyholder portal at www.eRenterPlan.com.  You also have the option to dispute the charges with your credit card company. With this dispute, we will be notified, and the policy will cancel. 

  Thank you

  Customer response

  07/31/2024

  My son already called them twice.  They told him they could not find his name in their system.  Ive already disputed this charge every month now for several months with my Discover card customer service.  They always give me back my money, but this company has not cancelled this plan like they said they would in their response to you.  Their charge for this month (August 2024) already shows up as pending on this months Discover statement.  

  Customer response

  08/01/2024

  I am rejecting this response because:  My son already called them twice.  They told him they could not find his name in their system.  Ive already disputed this charge every month now for several months with my Discover card customer service.  They always give me back my money, but this company has not cancelled this plan like they said they would in their response to you.  Their charge for this month (August 2024) already shows up as pending on this months Discover statement. 
   

  Business response

  08/01/2024

  I appreciate the response. If you could provide some additional identifying details so that we can find the policy, that would be great.  Do you have a policy number?  What is the name of your son?  What is the name of the apartment community he lived at? What was the address?  What is the name on the credit card?  Last 4 digits of the card number?  Was there any identifying information on the credit card statement eRenterPlan or another name?   I am hopeful with this information we can find the policy and assist in the getting the policy cancelled.  Please note: we will need to confirm with the policyholder his intent to cancel so, a phone number for your son would be helpful as well.  Thank you.

  Customer response

  08/03/2024

  It was for their apartment in ******, **.  Rstico Apartments on Interstate 10 in ******, *****   It does show as E Rentplan on my Discover card and has for many months past when they moved out.  I have to dispute this charge every month. 
  

  I dont have a policy number.  Discover card last 4 is 3255.  My sons name is ************.  I doubt its under his ex wifes name.  Her name was Ally Liner (they divorced and its Ally ****** now).  

  Customer response

  08/06/2024

  I am rejecting this response because:   It was for their apartment in ******, ***  Rstico Apartments on Interstate 10 in ******, **********;  It does show as E Rentplan on my Discover card and has for many months past when they moved out.  I have to dispute this charge every month.
  
  I dont have a policy number.  Discover card last 4 is 3255.  My sons name is ************.  I doubt its under his ex wifes name.  Her name was Ally Liner (they divorced and its Ally ****** now). 
  

  Business response

  08/06/2024

  Thank you for the additional information.  We were able to locate an active renters insurance policy at the location you provided with the names you provided  (your son and his ex wife).  Our customer service team will remove the credit card on file, as you indicate it belongs to you and is no longer authorized for renters insurance charges.  Our team will also attempt to contact the insured via phone to obtain a new payment method to avoid policy cancellation.  If we are unable to reach the insured, the policy will cancel for nonpayment and a notification will be mailed to the residence. 

  Please let me know if you have any further questions. 

  Thank you

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In May, I applied for an apartment who used On-Site/RealPage as their screening service. The background check itself was inaccurate (the apartments told us they were told my son and I don't exist), however the real issue was with the income verification. Not only did the company provide poor customer service to obtain the verification from me, the next business day after I sent in my proof of income documents (including bank statements), my bank was hacked and all my money was taken. I attempted to contact the company to tell them about their service being used to commit fraud, but was not given any contact information for management. Instead I was only given a customer complaint email address. I have received no reply to my message regarding the situation. This is a serious criminal situation that they need to address promptly.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just moved into my new apartment and submitted a partial rent payment early so I wouldnt have to worry about paying the full amount once the first comes. I submitted the payment in 05/23/24. I expected some delay because of Memorial Day, but they didnt try and process my payment until a week later. That is an unacceptable timeframe for an ACH payment to be processed. Because they took forever processing my payment, I was charged a $50 NSF fee although the money was in my account on 05/30/24.

  Business response

  06/18/2024

  Good afternoon BBB, 
  
  Please extend the due date (from the noted 14 days), as our products team is working on responding to the consumer expeditiously.  
  
  
  Thank you and continue to remain safe. 
  
  ******************** Kanu 
  Corporate Paralegal 
  Legal Department 
  

  
  

  Business response

  06/19/2024

  RealPage is a third party payment processor for property management companies. The complainant initiated their payment on 5/23/24. The payment was processed on 5/24/24 and originated via the *** network on 5/28/24, instead of 5/27/24 due to the bank holiday. On 5/30/24 the *** return notice was received from the complainants bank. RealPage adheres to all *** network guidelines governed by N***A. *** transactions that return for *** can take up to two business days to return per the N***A guidelines. The complainant can reach out to their property management company for further assistance with the fee incurred.  Attached is the transaction record for review.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business has lied about manager calling me stated that they have called me and they have not called. Called more than 10 to 12 times keeps on telling me its an escalated status when asking them whats the step after 30 days if it takes longer they keep on telling me they dont know. ****** speak to a manager whatsoever told me a 24 hour turnaround time still has not spoke to anybody till this day

  Business response

  06/25/2024

  As a credit reseller, LeasingDesk Screening does not own, manage, or maintain consumer credit data. We merely pass the data from the credit bureau directly to our screening clients. In the event a consumer disputes credit data, we are required to escalate the dispute to the appropriate credit bureau for reinvestigation. Upon receipt of the consumers dispute, LeasingDesk promptly forwarded the consumers dispute to Equifax for reinvestigation. As soon as results were made available to us, we forwarded the results to the consumer and notified the screening property of the updates or changes to the disputed information. 

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Year 2024 May 8th - LeasingDesk aka RealPage froze and began the delay of my apartment application due to background check.May 10th - Realpage emailed, was "unable to approve your application at this time for the following reason(s): Criminal and other public records unsatisfactory Fraud alert"- Regarding the criminal allegation, I did some digging and found out they mixed me up with someone with the same first and last name, the same birth month and day, but a different year whose address on the Illinois *** Offender Registry lists as currently in jail. The data on our physical measurements did not match either.Regarding the fraud alert, they said Transunion reported a different address than my application when they clearly could not see that the address on my application and the address in their records were identical even in the very report they were looking at.The only frauds going on here are the ones perpetrated by LeasingDesk aka RealPage.- I filed a dispute with RealPage on their website.- The apartment rejected my application, closed my account, canceled my showing appointment, and said they would mail back my deposit that I should receive in 1-2 weeks.May 16th - I received an emailed response from LeasingDesk:"Here is a summary of the results of our investigation:The criminal information included in the report provided to GENESEE PARK apartment community on 05/08/2024 was derived from public records from the Illinois *** Offender Registry. Based upon our investigation, we have determined that the record does not belong to you and the record will be removed from your file."- I forwarded that email to the apartment. No response.As a result of their errors, I experienced delays in my application, had to rent a more expensive place, and further away from town, and with less local conveniences, and suffered the rejection of the application and had to clean up their mess on my reputation in terms of credit report and with the apartment community.

  Business response

  06/07/2024

  LeasingDesk Screening has reasonable procedures in place to prevent the reporting of non-match criminal records; however, based on the information provided in an application and the limited information provided in records, sometimes records that *** not belong to the applicant report. The **** acknowledges this possibility and therefore requires us to reinvestigate to verify the accuracy of information that the consumer indicates is inaccurate or incomplete.
  Upon receipt of the consumers dispute, LeasingDesk Screening promptly initiated a reinvestigation into the dispute information. The results of the reinvestigation were provided to both the consumer and property as soon as they were available. The screening property was notified of the results of the reinvestigation at the same time that the consumer was on 5/16/2024. As screening software provider, we are unable to make a final determination on the consumers application as that is solely the responsibility of the property. We encourage the consumer to reach out to the property if he has not already done so. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been paying for this for 3 years and its done nothing to my credit. Its a scam so when I moved in December I tried to cancel it and they wont answer their phones, they wont respond to emails., they escalate a case and then never respond and continue to charge you. I have requested to cancel my account and honestly I want a refund for the months I was not living in that place. I would like to not be charged anymore and I will not be getting a new bank account just to ensure my safety because a scam company has access to pull money from my account directly with zero control from my end. This is propaganda on rent being reported the the credit agency but as I review my credit information not a single payment has been applied. I would like the money I spent on a service that was NOT performed to be returned to me. I have also been calling since December for cancellation and no one has been able to cancel my account? I would like to address that.This should be illegal if it isnt already.

  Business response

  06/11/2024

  Thank you for bringing this to our attention. Our research shows that the consumer apparently did not submit her cancellation requests through the channels designated in the terms and conditions and FAQs and, unfortunately, were misrouted upon receipt.   However,as of June 3, 2024, the account has been canceled, and no further transactions will be debited from the consumers account. We have also issued a refund to the consumer for the fees charged after her move-out date. We sincerely apologize for the inconvenience to the consumer and have taken steps to facilitate the proper routing of requests that come in through other channels besides those designated in the terms and conditions.

  Business response

  06/11/2024

  Supplemental information in response to the complaint: 

  When individuals subscribe to RealPage Rent Reporting, they receive email notifications related to their subscription. These notifications contain a link to the resident resource center, where subscribers can manage their subscription and access information about rent reporting. This link is also provided during the sign-up process and is included in the terms and conditions. Regrettably, the consumer did not follow the correct procedure to cancel the subscription, leading to a misrouted request upon receipt.  

• Initial Complaint

  05/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/30/24 I applied at ********************** and Townhomes for one of their units. I was contacted by their office that my background would be ran using Realpage and was immediately denied due to criminal history. I only have 2 DWIs from 2011 & 2014 so didnt understand. *********** advised if I had any issues I needed to contact realpage to request the report that was provided. When I obtained the report my stomach dropped to see numerous other misdemeanors and felonies that do not belong to me. My employer had run a national database background on me and confirmed that I only have 2 misdemeanors only. It appears realpage was including other partial matches that caused me to be denied and continue to search for a new home. This has severely impacted me and my family as they are representing my name in a negative light and to the community. I would like my report to be corrected and resubmitted to the apartment to ensure my name is cleared and reimbursed for this.

  Business response

  06/12/2024

  LeasingDesk Screening has reasonable procedures in place to prevent the reporting of non-match criminal records; however, based on the information provided in an application and the limited information provided in records, sometimes records that *** not belong to the applicant report. The **** acknowledges this possibility and therefore requires us to reinvestigate to verify the accuracy of information that the consumer indicates is inaccurate or incomplete.
  Upon receipt of the consumers complaint, LeasingDesk Screening reviewed the reinvestigation results provided to the consumer on 5/20/2024. We have confirmed the records reporting on the consumers screening report do not belong to the consumer. We encourage the consumer to request a copy of his updated consumer file, which he can do so at our website, ******************************************************* or calling us at ************. 
  
  

  Customer response

  06/12/2024

  Please see the 5 of the 13 additional files to prove the charges on the report furnished by RealPage LeasingDesk is inaccurate and needs to be corrected. 

  Customer response

  06/12/2024

  Please see the 5 of the 13 additional files to prove the charges on the report furnished by RealPage LeasingDesk is inaccurate and needs to be corrected. 

  Customer response

  06/12/2024

  Attached at the next 5 (10 of 13 documents) showing that only 2 charges belong to me. I provided the company with my full name and DOB which they did not verify against their sources. 

  Customer response

  06/12/2024

  These are the last 3. I provided a consumer report that was provided to me on 5/08. The company did remove 5 of the 17 invalid records from the criminal history but have not yet provided an updated copy. These court documents prove the remaining highlighted records belong to another individual born an entire year before I was born. 

  Customer response

  06/12/2024

  I am rejecting this response because:   I am not satisfied with the investigation outcome as I have provided additional evidence proving that only 2 charges belong to me. I asked your company specifically if you verified my entire date of birth to ensure you obtained accurate results. I was assured that my DOB and SSN was used in validating this. The charges belonged to another individual born one year before I was. Please understand the hardship your company has put me in as it impacted my future residence. 

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