Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
12/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a resident of ************ Apartment of *********, ********. The apartment complex uses ActiveBuilding platform, which is a part product of RealPage, to manage residents resources. I sent the apartment leasing office two attachments (copy of ssn and driver's license) through the Message feature of the ActiveBuilding platform. After sending them out, I noticed that the files were automatically moved and stored in Amazon S3 and I have no permission to delete them. I have contacted the leasing office, support of Active Building, and support of RealPage, but either received zero response or told me they cannot. Because the files include my personal sensitive information, and they have to right to keep it in their cloud after using, I would like to have escalate it and ask for official help. I would like to request them to delete my personal sensitive information from their cloud storage. Thanks.
Customer response
12/26/2024
The company contacted me and solved my issue.
Initial Complaint
12/06/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In April of 2024 I did not receive my rent bill from my Real Page ******************* As such, I did not pay my rent and incurred a late fee charge of $225. I contacted my leasing agent about this issue and she told me to contact RealPage ******************* the company that handles sending out the bills. I contacted them multiple times over the next few months asking if my bill had been sent for April. They responded in turn by sending me my May bill, which 1) was for the wrong month and 2) did not answer my question. I was looking for proof that my bill had been sent out. When I stated this was not the answer to my question, they had delayed and taken so much time to respond that they stated: "got the response from the Tech Team but there is no way for us to retrieve the sent items for March. You requested to get a copy of it on June 12." They maintain that I requested a copy on June 12, which is incorrect. I first requested a copy of proof they sent me the bill on April 11, 2024. They maintain they received the request too late to access the system to see if the bill was sent. However, if they had responded to my request correctly the first time, they would have had ample time to access the information I needed.
Business response
12/23/2024
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.
The resident expressed concerns regarding not receiving their monthly statement and a $225 late charge. RealPage is hired by the apartment complex to bill residents for their share of utility expenses. RealPage will generate a utility statement monthly. The resident is set to receive their bills electronically at the email address in our system.The eBills are sent from *************************************** resident should add this email address as a contact, so the statements are not sent to junk or spam. The resident is also able to get a PDF copy of her statement at ************************************* by clicking on Residents, and the View Resident Bills if there are any issues receiving the billing statements in the future.
RealPage has no record of a $225 late charge. RealPage will generate the bills, and the property will collect the payments on site. If there are any questions regarding the late fee, we suggest the resident reach out to the property manager. We have attached the account ledger for review.
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
12/23/2024
I am rejecting this response because: it does not show any proof that my bill was generated and sent to me for April 2024.
Business response
12/30/2024
Our research indicates that all resident statements were generated and mailed/emailed on the date provided. Unfortunately, the record requested is not one that is retained by our vendor that sends emails. Regardless, as indicated in the resident lease, rent is due in full by the due date. As this rent was not paid to the property, a rent late fee was applied. Any refund of that late fee would be at the discretion of the property.
Initial Complaint
12/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Subject: Urgent Inquiry Regarding Lease Denial Good morning,I hope this message finds you well. My name is ****** *******, and I am writing to express my concerns regarding my recent lease application denial.I have provided all necessary information to the credit bureaus, ****, the police, the leasing desk, and the **** yet they have failed to correct the issue stemming from my identity theft. I want to be clear: I have no bad credit, I am not a felon, and I have never engaged in any criminal activity. I also have a perfect rental history.The only reason I am looking to move is that I am currently paying over $3,000 a month. With my children now living independently with their spouses or fiancs, I am seeking to downsize. I truly love your community, and receiving this denial feels incredibly frustrating and unjust.I would appreciate any assistance or clarification regarding this matter, as it is impacting my ability to find a suitable home.Thank you for your ************** regards, ****** ******* Phone: ************
Business response
12/17/2024
In order to best assist the consumer in a timely manner, we encourage the consumer to submit a consumer dispute. She can do so on our website at her earliest convenience, ********************************************************** she can contact our Renter Relations team during normal business hours for assistance at ************.
If the consumer is disputing any records, accounts, or trade lines as fraudulent due to identity theft, per the Fair Credit Reporting Act guidelines, we will need identify theft documentation such as a police report or affidavit (which she can get at no charge from the **** website, *********************).The consumer can attach that documentation to her dispute form or she can email those documents to us at ***********************************************************************.
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I applied for an apartment (****** at *********) and RealPage ran my background check. The results of the background check were apparently decided within 1 minute of submission, based on my emails, and it was reported that I did not pass the background check. Their reason for failing me was that I have a drug charge on my record. I requested the documents of what database they pulled the information from and opened a dispute case. They said I will get the information and the dispute will be settled in between 5 and 30 business days.Upon calling them, they can provide no information on what the charge was, what county or city it was flagged in, or what databases they pull the information from. I have since pulled my criminal record in the state of ************** (the only place I was ever arrested) and I have no criminal record in the state. I also attached a document detailing the expungement of my charges dated back to 2016/17. They said this will not speed up the process at all and they still cannot tell me anything about the failed background check.I only have 3 weeks to figure out a living situation, and have passed over 10 background checks since 2017 and never had anything come up. The lack of assistance and explanation of their process is almost nonexistent. And they do not seem to care or have any sense of urgency or accountability. They do not have answers to any of my questions, which makes me wonder how they are functioning internally.
Business response
11/22/2024
Due to the sensitivity and confidentiality of the consumer data contained in a screening report, the support agents that the consumer spoke to on the phone do not have access to view the consumers screening report and can only assist in submitting and providing status information of any disclosure requests or disputes submitted by the consumer.
Upon receipt of the consumers dispute, LeasingDesk promptly initiated a reinvestigation into the disputed information. Results of the reinvestigation were sent to the consumer as soon as they were available.
Initial Complaint
10/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to formally file a complaint against RealPage, a tenant screening company, for its failure to conduct a proper investigation into an inaccurate entry on my tenant screening report, despite my repeated efforts to resolve the issue. This issue has caused me substantial and irreparable harm, hindering my ability to secure safe housing.RealPage has been reporting a not found case on my tenant screening report that does not belong to me and is inaccurate. I have disputed this entry with RealPage multiple times, but each time, they respond with the same generic verbiage and refuse to provide any meaningful or individualized investigation into the matter. They have also refused to delete the inaccurate information from my report, even though I have provided sufficient information to demonstrate the error.This negligent handling of my dispute is in direct violation of the Fair Credit Reporting Act (****), which mandates that consumer reporting agencies conduct a reasonable reinvestigation when a dispute is submitted. RealPage's failure to remove the inaccurate information has caused me serious harm, including the inability to secure housing, placing an undue and irreparable burden on me and my family.I first disputed on 10/15/24. RealPage response did not correct the issue I disputed again on 10/19/24. RealPage responded back with the same result from the 10/15/24 response. I am requesting that your office take immediate action to investigate RealPages handling of consumer disputes, particularly their failure to perform a thorough reinvestigation, and their apparent disregard for accuracy and fairness in tenant screening reports. I am asking your office to hold RealPage accountable for their failure to comply with **** requirements and to ensure they make the necessary corrections to my tenant screening report.
Business response
11/13/2024
Upon receipt of the consumers disputes, LeasingDesk Screening promptly initiated a reinvestigation of the disputed information. Each time the consumer submitted a dispute, we verified the records with the courts online database and our results to the consumer reflected the information that was available in the courts database at that time.
The results of the consumers latest dispute will be sent to her as soon as they are available. Once she has received them, we recommend the consumer contact the property for information regarding her application status.
Customer response
11/13/2024
I am rejecting this response because:
This business is misrepresenting the claim that they investigated my dispute and provided the information that was available in the court system because the same proof of the non existence of the said case that they have refused to delete from my screening report Ive provided here in this complaint. The case is not found so why are they refusing to delete it from my report? This is the same kind complaint from consumers that this company was sued for.
Business response
11/19/2024
The latest dispute results were sent to the consumer on 11/13/2024, which reflect the current status of the disputed public records. We encourage the consumer to check her email for receipt of the results. If she cannot find the email in her inbox or spam folder, she can contact our Consumer Relations team at ************ to request the results to be resent.
If the consumer would like to see what information remains in her LeasingDesk consumer file, she can request a copy of her file via phone at the number listed above, or through our website at her convenience: *************************************************************;
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Since moving to apt 6048, my water bills have shown usage that is DOUBLE what it was in my previous apartment at Passport Apartments. During 7 calls to RealPage "customer service" I have been lied to, stonewalled, and told that the property could provide the information that I requested. I know what the serial numbers are on the submeter and the transmitter in the utility closet of my apartment because the property unlocked the closet and I saw and recorded the numbers on that equipment. With every call, RealPage "customer service" claims that they cannot give me the serial number of the equipment that is being used to calculate the water usage on my bill. IF REALPAGE IS UNABLE OR UNWILLING TO PROVIDE THE EQUIPMENT INFO THAT THEY RELY ON TO PRODUCE MY BILL THEN ALL OF THEIR BILLS TO THOUSANDS OF APARTMENT RESIDENTS ARE INVALID.
Business response
10/29/2024
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.
The resident expressed concerns regarding their water and sewer bills. The resident stated that her water bills are double the amount of her previous apartment at this apartment complex. In researching the issue, the operations team stated that the usage recorded is the actual usage at the apartment, however it does appear to confirm the usage claim. As we have explained on several calls with the resident, the electronic serial number is not the meter serial number. We match the electronic transmitter serial number with our records for billing purposes. The only way to confirm this electronic serial number of the transmitter as well as check for running fixtures is to physically enter the unit and test the equipment. The resident has been offered this inspection; however, it was noted the resident did not want to allow anyone into her apartment. During her most recent calls to our agents last week, she threatened to destroy the submetering equipment and used foul words when talking with our customer service representatives (most recently on Friday 10/25).
While we are trying to help and have explained the situation numerous times, unfortunately her refusal to allow a proper inspection of the equipment prevents any further action or solution. We can only hope she agrees to allow inspection at some point as the only available next step.
Customer response
10/29/2024
I am rejecting this response because this is a simple issue that should have been resolved on my 1st call. If a company that allegedly generates bills based upon usage cannot provide the identifying information on which the bill is calculated, then they should not expect their customers to trust the accuracy of the bills. I have given RealPage multiple opportunities to provide the serial number of either the water meter or the serial number of the transmitter that transmits usage data to the equipment in the apartment building that then allegedly provides all of the usage data back to RealPage. I have been told that RealPage doesn't have the serial number; I have been told that customer service can get the serial number from the "submeter department"; I have been told that I must give the serial number to ********************; I have been told that the apartment management could provide the serial numbers (they do not have that information); I have been told that RealPage wouldn't tell me the serial number because I couldn't see it (even though I had already told RealPage that the apartment had unlocked the utility closet so that I could get the serial numbers). There is no way that ******************** should be allowed to remain in business because they do not care about the accuracy of the bills that they send and expect to have paid by unwitting residents.
Initial Complaint
10/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made accidental "overpayment"* on August, 3, 2024. RealPage ****************** charged me $73.22 Convenience Fee for refund (basically giving me back MY MONEY) of overpayment TEN (10) DAYS LATER.I spoke with them and Resident Direct, their software affiliate, to refund my $73.22 and told Resident Direct Representative that their 'double-dipping' as they will charge other convenience fees when I make more payments. He refused to say anything except for the fees are "irreversible". I told him that I am reporting them. * CAUSED BY accidental overpayment due to not being able to visualize where numbers are cut off ($2_...)on page that resident has to submit payment. Only dollar sign and one number are visible ($2_...). This software does NOT ALLOW ZOOMING IN OR OUT NOR WORKS IN ROTATING LANDSCAPE MODE to ENABLE VISUALIZATION OF ALL NUMBERS TO KNOW WHAT EXACT PAYMENT IS SUPPOSED TO BE BEFORE SUBMITTING . This is, BY COURT OF LAW, legally considered and labeled as "BILLING ERROR". RealPage ****************** owes me $73.22 as Administrator of these monies due to their Resident Direct software "glitch" that still has this PROBLEMATIC ISSUE. I spoke with this business on August 23 and September 6, 2024.
Business response
10/25/2024
Realpage is a third party payment processor that processes payments for property management companies. RealPage is required to adhere to the various card brand rules. A refund was issued to the complainant for the rent and utilities amount,less the fee of $73.22 as the service fee is a non-refundable transaction. Each time a payment is made using a credit card a fee is applied to the transaction pursuant to the card brand rules. RealPage completed a thorough review of the payment screen and find that the transaction amount and corresponding fee amount are displayed clearly and not cut off when using a desktop computer. A sample screen shot is attached for the complainants review. As a one time courtesy a refund will be issued to the complainant in the amount of $73.22.
Customer response
10/29/2024
RE: RealPage ****************** and Resident Direct

I have read response from RealPage and agree to refund of $73.22 convenience fees. In the future, if RealPage software is still visually the same as it appears currently as it did in the past, and an accidental overpayment occurs because of Resident Direct not fixing transmission issues with the software my apartment management company is utilizing, I will, again, report this same exact problematic software issue and collect my monies again. But if RealPage and Resident Direct insist on not resolving, this is bad for RealPage ****************** and Resident Direct for not being ethical in your business practices. So you can say this is a one-time "courtesy" refund but it simply is realistically required. The software of billing you display with response is not the software we use in this complex and RealPage displays another set of numbers that are not mine showing no real concrete evidence that there is readable format on software* that I, as tenant, need to have ability to visualize correct amount so I can pay my bills with exact numbers that match my rent combined with my utilities bills - not someone else's.
Thank you for offering refund of $73.22 convenience fees. Please inform me of when you will make this transaction.

Sincerely,
******** Irish
Initial Complaint
10/18/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I applied for a apartment and was denied due to having a criminal background history. I've never been arrested in my life and I filed a dispute last week. They still haven't resolved the issue and every time that I call customer service they keep telling me to wait. I can't believe that, I'm even dealing with this situation and I can't even move into the apt I want due to this false information on my report with this company. I don't know why any *** community use this company, because it's generating public information that isn't associated with the correct people! I'm attaching my dispute form with the documents to this complaint!
Business response
10/29/2024
Upon receipt of the consumers dispute, LeasingDesk Screening promptly initiated a reinvestigation of the disputed information. Results of the reinvestigation were sent to the consumer as soon as they were available.
Customer response
11/04/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
10/16/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** filed several disputes SF13667577 SF13644305 SF13633646 are the dispute numbers this company continues to provide derogatory information about me to rental companies Ive submitted court letter showing the information being reported is incorrect my disputes are going unresolved which has cause me to be homeless due to derogatory information being reported
Business response
10/28/2024
Upon receipt of the consumers dispute, LeasingDesk Screening promptly initiated a reinvestigation into the disputed information. Results of the reinvestigation were provided to the consumer as soon as they were available.
Customer response
10/28/2024
I am rejecting this response because: File has not been updated with correct information
Business response
10/29/2024
We have confirmed with the court that the record is still publicly reporting and is reporting accurately. LeasingDesk is not required to remove accurate derogatory information from a consumer file unless the information is outdated or cannot be verified. If the consumer has questions regarding the record reporting on her tenant screening reports, we encourage her to contact the court directly for more information.
Initial Complaint
10/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I subscribed to their rent reporting service and cancelled after about a year. I was billed for the next month in error. I requested another cancellation and was again billed for another month after this as well. No streamlined way to do this, if you want to cancel you're directed to DocuSign to complete a form. That's it.
Business response
10/31/2024
We apologize for the inconvenience and are conducting a diligent investigation into the reason(s) for the continued billing after the consumers cancellation requests. In the meantime, we have issued the requested refund to the consumer.
Customer response
11/02/2024
I was refunded only 1 month but was now charged 3 months after cancellation. After receiving another cancellation confirmation from the company I was again charged by them.
Customer response
11/07/2024
I am rejecting this response because: I was refunded only 1 month but was now charged 3 months after cancellation. After receiving another cancellation confirmation from the company I was again charged by them.
Business response
11/08/2024
Two support cases were opened for the consumer in response to her cancellation requests: SF13666946, which was opened on September 16 and closed on September 17, and SF13736921, which was opened on September 30 and closed on October 1.There is no evidence of a charge three months after cancellation, as the last transaction occurred in October.

The consumers initial cancellation request occurred after the cancellation deadline for September, and we did report the consumers September rental payment to the credit bureaus. However, as a courtesy, both the September and October charges have been refunded. The October charge was refunded through our normal channel, and the consumer should have received a refund email.However, since the subscription had already been cancelled, we couldnt process the September charge through our usual channel. This required us to use an alternative method, which is why the consumer did not receive a refund email regarding the September charge. The refund date for the September charge was on October 31st and should be reflected as a credit to the consumers credit card account that was used to pay the September charge.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

Complaint Details

Showing all complaints

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary