ComplaintsforEntrata, Inc.
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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I tried to make a payment with ACH, after it took a few days for the transaction to run, there wasnt enough in my account after they waited, so the check bounced. The returned transaction fee was added to my account, and then I received two 25 dollar withdraws on my account. I filed a dispute with my card holder, because im not going to pay 4 times. Its impossible to contact Entrata for customers, they refer you to the ********************** manager, the property manager referred me to my bank, beings those two transactions werent in my account either, the bank told me to dispute the charges. refund me my money or ill continue the disputeBusiness response
08/02/2024
Thank you for bringing this issue to our attention. We apologize for any inconvenience. We have investigated this issue and have determined that the fees were appropriately charged. Your payment was initially created on July 6th, which is a Saturday. There is no banking activity on the weekend so the payment was processed the next business day, July 8th. Your bank received the payment request on July 9th. Delays of a few days are normal of ACH payments made on a weekend. Please note that a returned item fee of $25 fee was charged pursuant to the payment portal terms and conditions. Your property also charged a returned item fee of $35, which they are also permitted to do under the terms and conditions. Please let us know if you have any further questions or concerns.Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
For the last 3 months, I've been being charged $25 per month on my bank account for something called Entrata PS Billing. I researched and found that it is a utility company commonly used by apartment complexes to manage rent to current residents. I do not live in an apartment complex. I've rented the home I currently live in for the past 6 years, and pay all of my utilities directly to the utility companies in my own name. Why am I being charged $25 a month by some random company I've never used?Business response
07/17/2024
Thank you for reaching out to Entrata. This payment was due to an application fee for applying as a guarantor. When processing a payment through Entrata, the payment is directed to your bank. The bank will then determine if there are available funds. If there are not enough funds available at the time of processing, the payment will be returned for non-sufficient funds (***) and a $25 *** fee will be charged. When submitting a payment in the portal, you agreed to and authorized the $25 *** fee from the specified bank account used at processing. When the *** was initially processed the bank sent it back saying there was not enough funding and so our system tries again roughly every two weeks until this can be resolved.Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A soft inquiry was pulled on my credit report. I did not apply for an apartment anywhere. Someone has stolen my identity and is trying to rent an apartment using my identity. They used my maiden name which I can give if you contact me. I have already filed a police report regarding a previous instance and I will file another for this instance. Please alert the apartment complex who used my information.Business response
07/23/2024
Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complexs. We do not have an ******************* in our system but as you said it was done under your maiden name. In order to ensure the right property is notified we would need the name that was used in our system. For identity theft and mixed filings, we encourage ************** to contact Experian to work through remedying the effects of identity theft or to separate her file.Customer response
07/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I have reached out to Entrata and they reached out to the apartment complex to remedy the situation.
Sincerely,
*******************Initial Complaint
07/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I woke up this morning to a $25 charge on my bank account that I've never authorized!! No one has been able to tell me what it's for.Business response
07/15/2024
Thank you for reaching out to Entrata. When processing a payment through Entrata, the payment is directed to your bank. The bank will then determine if there are available funds. If there are not enough funds available at the time of processing, the payment will be returned for non-sufficient funds (NSF) and a $25 NSF fee will be charged. When submitting a payment in the portal, you agreed to and authorized the $25 NSF fee from the specified bank account used at processing.Customer response
07/15/2024
Complaint: 21930772
I am rejecting this response because:I have never done business with this company. Therefore, how can I be charged a "NSF" fee?
Sincerely,
*****************************Initial Complaint
05/31/2024
- Complaint Type:
- Facilities Issues
- Status:
- Answered
As a resident of apartment complex we are forced to use resident portal by entrata. There is no way to use this on personal computer and I refuse to enter my banking information on a phone app that is so highly vulnerable to a virus. ANY LEGITIMATE BUSINESS would set up the ability for residents to use their services on personal computer. I do not have any banking information on my phone for a reason. ENTRATAs customer service to tenant is useless, diverting us to our property manager. The management company using this (Brookside Property management) is useless to resident needs and appears to be incompetent at best.Business response
06/03/2024
Thank you for reaching out to Entrata, Inc. Each property has a website that can be logged into from a computer desktop which then provides an area for rent payments via ResidentPay. Please see the website here for the specific property managed by Brookside Properties: ***************************************************. On this website, once you log in, select community which will then show the balance owed and allow you to select Make a payment and insert the requested banking information through the website and on a desktop computer instead of a phone.
Please reach out to Brookside Property Management with any further questions.Customer response
06/05/2024
Complaint: 21783201
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a hard inquiry on my account from something I dont know about. I was told that you guys do soft pulls and not hard inquiriesBusiness response
06/04/2024
Thank you for contacting Entrata, Inc. Due to the commonality of the name Summer **** we do need further information to ensure we are looking at the correct tenant. Please respond with the apartment name and address that is connected to the hard credit pull, as well as a middle name if you have one. Once we receive this, we can look into the credit pull and respond with further information.
In general, from time to time we do have individual consumers reach out to us because they do not recognize Resident Verify on their credit reports and assume there has been an unauthorized or fraudulent event. If you applied for housing at an apartment complex around the time of this hard inquiry, it is likely connected to that. Apartment complex managers use software and services provided by Entrata, including background screening services of ResidentVerify. At the time of the application, each applicant signs a Consumer Authorization form, which gives permission for a hard inquiry on their credit.
Initial Complaint
04/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company put a hard request on my credit and I never filled out any credit applications with them. total fruad!Business response
05/14/2024
Thank you for contacting Entrata, Inc. *********************** filled out an application for an apartment lease at ********** at *************, located at *****************************************. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify.
*********************** signed a screening authorization and rights form in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted.Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 3/10/24 my credit report shows an inquiry. I was advised it would be a soft credit check and would not affect my credit. I have an email from the leasing office confirming it would only be sa soft check. This has affected credit rating. It needs yo be removed ASAP.Business response
04/30/2024
Thank you for contacting Entrata, Inc. Ms. or ************* was listed as guarantor on an application for an apartment lease at ***********-Five located at *******************************************. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify.
Ms./************* signed a screening authorization and rights form as the guarantor in which it stated there would be a credit check to ensure the application could be completed and accepted.Initial Complaint
04/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not liable for this debt with RESIDENT VERIFY. I do not have contract with collection systemBusiness response
04/30/2024
Thank you for reaching out to Entrata, Inc. We have looked through our system for this error, and have found that we have no screenings, calls, or information connected to ********************** or the address given. Please call our consumer line at ************ with any further questions.Initial Complaint
04/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I stood as a guarantor for my niece at Sol at West Village in Davis California. I understand that they would do a credit check but never knew they would deduct as high as 41 points off my credit as if l was requesting a mortgage loan. I was surprised that Experian reported a 41 points of my credit when TransUnion took 5 points only. My questions are, is this a credit loan to a 19 year old girl that would now mess up my credit as a guarantor? Is Entrata responsible for the rental payment? The girl was only given a room so why this hard pull? I reached out to Experian, they referred me to Entrata. This is the greatest scam l have ever seen if this is the way Entrata treat School Children to leasing a rooms from them. I believe they are taking advantage of the student and should be stopped. Credit for student shouldn't be more that 5 points. I hope they didn't run a full background check on me.Business response
04/30/2024
Thank you for contacting Entrata, Inc. **** **** filled out an application for an apartment lease at Sol at West Village in California.. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify.
**** **** signed a screening authorization and rights form in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted.
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Customer Complaints Summary
80 total complaints in the last 3 years.
42 complaints closed in the last 12 months.