Computer Software
RealPage, Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Computer Software.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to formally express my dissatisfaction with the handling of my rental application and the subsequent dispute process associated with my rental screening for the NOVEL ************ property in *******, ***On August 29, 2024, I applied for an apartment at NOVEL ************. My application was denied due to a collection account for *********** that appeared on my Equifax report. I paid the $50 owed and provided proof of payment to Leasing Desk and the NOVEL leasing office. I also contacted Equifax and on September 16, they confirmed the removal of the collection from my report. Furthermore, on September 17, ************************** confirmed that the balance had been paid in full.Despite these efforts, my rental screening has not been updated, and my move-in date has been pushed from September 20, 2024, to September 24, 2024, and now to October 5, 2024, due to delays attributed to Real Page Leasing Desk. I have repeatedly called to inquire about the status of my application and have been informed that they are allegedly checking with Equifax twice daily. However, I have confirmed with Equifax that the collection was cleared as of September 16, 2024, which contradicts your claims as of September 24, 2024.Additionally, I received an email on September 24, 2024, stating the escalation team initiated a dispute regarding a collection for *********** with ******. I want to clarify that I never applied to ****** nor consented to any dispute being initiated on my behalf. The dispute results for ****** reference a collection that was already cleared for my NOVEL application. It is concerning that you can confirm the collection's removal for a property I did not apply to while failing to update my application with NOVEL West Midtown.I expect Real Page Leasing Desk to immediately update my rental screening to reflect the accurate status of the collection account and communicate this to NOVEL ************ without any further delay!SF13679380 SF13708060Business response
10/28/2024
LeasingDesk Screening is a credit reseller and as such, we do not own, manage, or maintain consumer credit data. We merely pass the data from the credit bureau directly to the screening property. When a consumer disputes a credit item, we escalate the dispute to the credit bureau for reinvestigation. We are unable to investigate the credit item or make any changes to data in a consumers credit file ourselves.
Upon receipt of the consumers dispute, we escalated the dispute to ******* for reinvestigation. Once results were available, we promptly forwarded them to the consumer and notified the screening property of the results of the dispute.Initial Complaint
10/01/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Company refused to issue me a refundBusiness response
10/16/2024
Realpage is a third party payment processor that processes payments for property management companies. The complainant utilized the Emoney payment service at a ******* location to send their payment to the property management company. The ******* employee accidently applied the payment to the incorrect property. RealPage reached out to the ****** payment service provider and confirmed that the misapplied payment was sent back to the ******* location. The complainant can take their receipt and visit the ******* location to retrieve the refund.Initial Complaint
09/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Company fluctuates the calculated water and sewer rate beyond what they should be some are between a 100%-650% difference. When talking to the utility company, they do not fluctuate their rates throughout the year. Attached are bills over the past few months.Business response
10/21/2024
RealPage ****************** received the complaint and we would like to take this opportunity to respond and provide details to help resolve this matter.
RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses such as water, sewer and trash. The monthly statement simply reflects the residents portion of the overall bill for the property.
Resident charges are based on a formula called Full Capture Allocation. While a submeter does measure the usage in each apartment, the charges are a percentage of total submeter usage in all apartments. A description of this method is attached for reference.
As always our RealPages **************** Representatives are available to answer question about the billing and the residents account. They can be reached by calling **************:00a.m. to 7:00p.m. (CST) Monday through Friday.
We hope the information listed above will assist with future payments.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I moved in here September 2021 pregnant with twins, with a toddler and no job and was told my rent would be based off my income. I had no income but I still had rent to pay. 2022 roll around & new Management comes & I asked about why I had to pay rent and why wasn't I collecting a utility check as a single mother with no job.. they made me aware that I was NOT supposed to be paying rent & eventually I received all the money I paid. Fast forward it's 2024, I am supposed to be utility checks MONTHLY. They do not pay me monthly as I am supposed to be paid. They will skip 3 months and then give me one big check on the 3rd month and will claim something is wrong with their system that's why they can not provide payments monthly. It is Monday, September 23rd, 2024 and I am CURRENTLY owed a utility for the month of August as well as September. I've sent numerous emails inquiring about my money owed to me, I've called and am told somebody will get back to me. In addition, I've reached out to fair rental commission, housing authority and my social worker. I am all out of ideas and people to contact about the issue I'm having with Soundview landing. I have been having these issues with these people since the moment I moved in here and unfortunately I can not afford to move out so I have to dal with it.Business response
10/14/2024
RealPage is a contracted third-party payment processor facilitating payment processing for property management companies. RealPage does not control the issuance of utility reimbursements by the property. The complainant will need to work with the property management company to resolve the issue.Initial Complaint
09/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with The Guarantor. I dont not have a contract with *********************. They did not provide me with the original contract as requested.Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I was charged a frivolous fee. My statements showed an "Online Convenience Fee"- sometimes $10, sometimes $5. I only checked back to 10/10/2022, but don't know how far back it goes. I am asking that an complete audit on my account be done. I have had this account since 2014Initial Complaint
08/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This involves a transaction on 08/24/24. I was charged a $76 convenience fee for using my credit card on an $86 payment. I did not notice the large charge when submitting payment. I believe the maximum allowable convenience fee is 4% in ******** for such transactions.I contacted the vendor and they refused to cancel the charge, even though the request was made the same day.Business response
08/30/2024
RealPage is a contracted third-party payment processer servicing the property management industry.RealPage offers credit card, ***, and other payment options to the apartment communities it contracts with. RealPage is required to adhere to the various card brand rules as well as the *** rules governed by N***A. **** has a rule requiring that the fee associated with the transaction be Fixed and Flatunlike the other card brands that utilize a percentage-based fee. The **** Core Rule Requirements states in part that RealPage is required to apply a fixed and flat fee amount regardless of the amount of the payment due." **** is the only card brand that has this provision. Since RealPage Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. As a one time courtesy a refund has been submitted for the fee amount. A check will be mailed to the complainant. We encourage the complainant to use either *** or a non-**** card for payment of non-rent fees to avoid the high fee amount associated with ****s Fixed and Flat requirementInitial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
05/29/2020 I moved into ********************, apartment #****. I was required by the location to purchase renters insurance from ERentersPlan, which I did. The apartment was found to have termites and on 6/8/2021, I moved to apartment #****. I contacted eRenters to transfer the policy and was assigned a new policy. eRenter continued to collect payments for apartment **** after I moved into **** and informed them I did not live there anymore. They collected 4 years of payments for ****, charged me varying amounts ($26.66-28.66) on the 16th of each month. For what would amount to over $1,200 at this point (once I terminated the policy, I no longer have access to the payment history but I am attaching several bank statements showing I was charged on the 17 and 24th of every month. This means that I have paid for insurance on two apartments when I only lived in one, and there have been other people living in **** since then, meaning they have also collected 2 payments for the same apartment. I wrote them to resolve it and they say they are issuing a refund to me for only TWO MONTHS ($59.86) out the 48 months they overcharged me. This is obscene that they get away with slowly robbing someone for years and think that is a resolution. I want a full refund for all the charged for apartment **** from June 2021 to July 2024,Business response
09/06/2024
Our records indicate there were indeed 2 consecutive active policies for ******************** during the same time frame.
Policy #********* was issued for unit #**** on 6/8/21. A cancellation was processed for 8/11/24 with refund check #****** for $21.65 being issued
Policy #********* was issued for unit #**** on 5/29/20. A cancellation was processed for 8/11/24 with a refund check #****** for $11.04 being issued. After findings of the duplicate policies, we attempted to backdate the cancellation to 6/8/21 and return the duplicate funds to ********************. In our attempts to process, some system issues have occurred. We apologize for this inconvenience. Refund check #****** is in the process of being mailed for $917.78.
For further questions, please contact our call center at **************.Customer response
09/07/2024
I am rejecting this response because:
I do not believe this amount is correct and they are not refunding the right policy. I received a full refund of ***** on policy ********* for the last month and partial for ***** on policy *********. The full refund is for the policy on apartment 1605, which is the apartment I was living in. I went through and added up all the charges I could view on my bank statement and it doesn't reconcile with the amount they are saying. Therefore, I am requesting an itemized report of all charges for the policy ********* from 6/2021 to 6/2024 to ensure that I am receiving the full amount charged to me. I will consider this resolved when I have a transaction report and a check. Now that the policies are in cancellation status, I no longer can access the payment history through the companies site.
Since I was originally told I could only be refunded for 90 days (only $59) and that was not true. That said, I am not apt to accept this amount until it's honestly told to me exactly what is being refunded.
***********************Customer response
09/07/2024
I was able to access the payment history on the site as they re-opened the policy while the account was in dispute. It appears the amount indicated is correct. I had not factored in the older payments that were $19-20 a month, less than it was in the last couple years available on my bank statements. I will consider this matter resolved when the check is received.
Thank you.
Business response
09/10/2024
Your refund calculation was provided to us by the insurance company. With your current inquiry, I reviewed that calculation against the payments made by you and actually believe we have now over refunded you by $92.22. The carriers calculation included all premiums to the inception of 5/29/2020 instead of the cancellation date of 6/8/2021. I am including both calculations for your information. Based on this review, we do not believe any additional funds are owed.
Thank youCustomer response
09/10/2024
I have reviewed the business response and accept this resolution.Initial Complaint
08/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 12 2024 I received a rewards card from Realpage as an incentive to my apartment lease. The card has been rejected for payment since I received it. Ive called costumer service since mid July and they havent fix this problem. When I call, no matter what time of day, the supervisor is always on lunch. Theyve told me multiple times for multiple weeks that a supervisor is going to call me to resolve the issue and to this day a supervisor hasnt called **** was told it would be resolved by August 16 2024. This issue has not been resolved as of August 25 2024. I believe this business is a fraud. Please help me get my rewards card activated. ThanksBusiness response
08/27/2024
RealPage is a contracted third-party payment processor facilitating payment processing for property management companies. The complaintant's gift card has been reactivated by the card provider, and the issue is now resolved.Initial Complaint
08/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
191 total complaints in the last 3 years.
62 complaints closed in the last 12 months.
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.