Complaints

• Initial Complaint

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The organization has continued to create falsified billing documents stating that I have utility bills from an apartment complex that I moved from more than 6 months ago. I have submitted documents from the apartment complex and the apartment complex has also informed the organization that the bills are not accurate. However, the company continues to bill me and state that it is due to their system being unable to correct their error. The organization stated the issue would be fixed several months ago (November 2023). It is currently February 2024. Account Number **********

  Business response

  02/29/2024

  Hello ******!
  Thanks for reaching out and offering the opportunity to assist with any concerns.
  We have been unable to locate a *********** account with the provided information but would be happy to assist with resolving any concerns.  Please feel free to reach out to our Support Team via phone, email, or chat so we may locate the account and assist further.

  
  Ja'ciel ******
  8940
  *******,** 60609
  Daytime Phone: ***********
  E-mail: ***********************************

  
  Sincerely,
  *********** Management Team

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date; August 03, 2023 The amount was ****** I signed a lease here at ***************************************************************************** on May 31, 2023. For a base rent price of $700. We have been told for months probably the start of this year and like the last quarter of last year the this property which is ********* Apartment Home under Vicinia Management but somehow since the online process begin for us to not give our front office any cash or money orders and pay online thru ********* Management it has been a problem. I signed my first lease with this property back in April 2021. The property was called ************** Apartments then and the front office told the tenants that we have been under new management. It was three ways to pay for rent when I first got here. Now it just online and in comes ********* Management which as I looked over also go by the name of ********* Utilities. RealPage Mangement runs our online portal and what they have started doing is charging us water and sewage and its in our lease that our water bill and sewage varies. ************************* at the ********************* here in *****, ******* says that its no way that a property management can find out a singe tenant water usage in a 95 unit apartment complex. My water and sewage got throwed into this bill when I signed a lease for $700. It jumped up to $******. The water and sewage came up to about $80 each with a separate bill and I also got hit with a convience fee of paying my rent online for $24.57. The water bill was $37.26 and the sewage was $39.80

  Business response

  08/21/2023

  Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. The property management company controls the payment channels, the payment types available to their residents and any fees associated on their residents accounts. The complainant will need to reach out to their property management company regarding the utility fees applied to their account. 

  Customer response

  08/22/2023

   
  Complaint: 20444318
  
  I am rejecting this response because: ********* Utility/ Management is charging me for water, sewage, and a convenience fee is being tagged onto my rent. I live in ********* Apartments Homes on ******************************************************************. This is just started happening like this since like the start of this year. When management was short handed and the management was telling us that we are going to no longer be able to make 3 different forms of payment (cash, money order, and debit cards thru the online portal).

  I found that ********* Management is getting paid three ways through ********* Utilities which I see that for some reason that they are varying my water and sewage. Then when I am paying my bill online which management makes us do now thru ********* Management. Yes, ********* Management is also being run as a online portal for property management companies. ********* is getting a $25 convience fee every time I pay my bill. Now they are charging me water and sewage at a 95 unit apartment complex that has no water meters. I get charged with my base rent of $700 for water, sewage, and a convenience feee when these people know that there is no water meter at my place so how can ********* Utilities get a bill from ***** *************** of how much water and sewage that my apartment E7 varies of my usage. Its not possible. The ********* Management is using my property ********* Apartment Homes as a third party online portal for bogus utility charges and online payments for ********* Management which is a third party online service. We at my apartment have been force to pay bills through the online portal of ********* Management and being charged water and sewer bills that varies without having water meters at a 95 unit apartment complex with convience fees. My rent is $700 a month but I ended up pay $823.57 last month. From ********* Utilities charging water and sewage and a convenience fee. This is a third party scammer company called ********* Management which is an online and utility company and a fraudulent enterprise.
  
  Sincerely,
  
  ***************************

  Business response

  08/28/2023

  Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. Realpage is not a utility company.  The complainants property management company manages the utility billing arrangement. A Ratio Utility Billing System (commonly known as a RUBS program) is a method for allocating master billed utility expenses to residents of a multifamily community. This is a system that divides utility costs based on certain factors like how many people occupy the unit, the units square footage, the bed/bath ratio of each unit, and so on.  Realpage only facilitates the payment from the resident to the property management company.  When a resident pays by credit card there is a convenience fee assessed which is disclosed on the payment screen. The complainant will need to reach out to their property management company regarding their lease agreement and utilities. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a utility payment with this company, my payment was canceled and I paid with a money order to my property office, real page was supposed to refund the payment I made but I still havent received my payment back , I uploaded the documents that was sent to me a screenshot of the voided payment and the new payment still havent received the refund and Ive been waiting patiently.

  Business response

  09/05/2023

  The Complainant contacted support on 4/3/23 via phone regarding her payment and the related service fee. At the Complainants request, the support agent voided the payment, as it had not settled yet. On 4/12/23 and
  4/18/23 the Complaint contacted Support via phone regarding a refund for the $103.84 payment. On 4/18/23 the support team responded via email to the Complainant with documentation showing the transaction was
  refunded even though the Support agents email stated the transaction was voided. On 4/28/23 the complaint called twice and received an email response from Support requesting her April **** statement for further
  review. On 5/1/23 the Complainant emailed again requesting a status on a refund, and the Support responded with the screenshot showing the payment was refunded and told the complainant that a refund was processed.
  According to our records the payment for $103.84 dated 4/3/23 did not successfully settle and debit the complainant's **** card. Based on our findings no refund is warranted. If the complainant can provide proof of
  the transaction we will review further, otherwise we consider this case closed.
  
  

• Initial Complaint

  04/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I live in an apartment complex in Northfield/Central Park, ******, **. The current owner, which I'd list, but it looks like BBB won't post it, purchased our complex along with at least a couple of others in our area in late 2021. They use Real Page for utility billing/management. Prior to the new ownership and Real Page, our gas bill was less than $4 per month, sometimes as low as $.38 per month. All of our utilities except for electric is billed as sub metering, through Real Page/our apartment complex. Immediately after the change of hands, our gas bill went up to $30. Since then(Early - Mid 2022), we've seen our gas bill as high as $167! We live in a 1 bed 1 bath, 800+ square foot apartment. Our most recent bill was for February(they bill us a month behind), $94.89. We used the heat 4 days in February, the rest of the usage is from our water heater, that's it. My parents also live in ********, and their last bill was for $99.88. They live in a house, and keep the heat above 75 degrees. Something fishy? Absolutely! They also don't give us any information about how they calculate the bill. We receive a beginning and ending meter reading(if that's even correct), and that's it. No price per therm, not even how they calculate the bill. My parents **** has a full break down, ccf, fees, charge per therm, etc. We get none of that. I've been fighting with our leasing office for over a year about this, and they always refer to Real Page, but then never get back to me. So, essentially the buck keeps getting pushed onto Real Page, meaning our apartment complex doesn't even run their own business, and that they know that they're doing something shady! I've reached out to Real Page, they didn't respond at all. Magically our buildings were painted, and there are some other improvements going on as well. Where did they get the money, by overcharging all of their tenants on their gas bill! There are multiple class action lawsuits for price fixing rent as well.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is the second complaint filed since I've lived in ********************. Tenants are not being charged properly for gas and have not been since I moved in. The bills are estimated most of the time due to faulty equipment and/or data collection. I've spoken to management several times over the last two years and it had not been corrected. I am in the oil/gas industry so I am aware of the increases over the last 2+ years but we are being improperly billed. I have not changed my usage and I am a conscious consumer, yet my bill has gone from $30 to $60 to $160/$169/$189 over the last few months. I live in a 770 sq ft apartment and the only gas source if for the hot water heater. This needs to be addressed with Real Page and ******************** immediately. Thank you for you time.

*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. ↩