Complaints

• 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:

  Answered

  More info

  RealPage rental reporting is supposed to help build your credit. Unfortunately, they dropped -68 points on my credit report just by opening an account with them. I was in the process of buying a home in the next few months and because of these -68 points I won't be able to qualify. It will take me a while for me to recover my credit score to what it was. Because of this I signed a document requesting the cancelation of my membership. All I request is to have the impact of the -68 points reversed on the 3 credit bureaus. I believe this is completely excessive.

  Business response

  09/27/2024

  From the time that the consumer signed up for Rent Reporting in April until the consumer cancelled the service in August, RealPage has only reported positive rental payment history to the credit bureaus. RealPage is not a credit bureau and we do not control or have direct influence over any aspect of the data maintained or calculated by the credit bureaus. Each credit bureau determines whether and how it will use the rent reporting data we provide to them. And, if a bureau does opt to use such data, it can take up to 90 days for a consumer's credit score to be updated to reflect Rent Reporting, depending on each credit bureau's processes. Finally, its possible that the consumers interactions with other creditors was also reported during the period at issue and impacted the consumers credit score.  We recommend the consumer reach out to the credit bureaus directly for more information about the change in credit score. If the consumer has any questions about how RealPage Rent Reporting works, we encourage them to check out the Frequently Asked Questions on our website, *******************************************************************************.

• 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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May Concern: I receive my Social Security check in the middle of the month. I immediately pay my HOA/COA fees immediately. That is usually two or three weeks early. I do this because I never want to be behind in payments for my housing. Since ************* Residential took over as the management company for the 4 ******************* I only had to pay the amount due. Recently when I paid my August HOA/COA dues I was charged a four dollar fee because I dont have it directly debited from my account. I think this is incredibly unfair, especially to senior citizens who are living on their Social Security like myself, Social Security is my only income and I live pretty hand to mouth each month. I could not possibly have you debit my account because I dont know what would be left in it by the first of next month. I have always paid my dues on time and I feel this is a real slap in the face to senior citizens , I implore you to rethink this policy and to delete the four dollar fee for those who cannot pay by automatic debit. I receive food stamps and I am still food insecure. $4 is a lot for me and probably other people in my situation. Why am I being punished for not having enough money at any given time in my account especially when I make sure that I pay fees for my housing immediately when I get my funds. Please lodge this complaint With the powers that be note that its unfair to seniors and those without a lot of money. I feel you are greedy and this is not warranted.Thank you. ****** *******

  Business response

  08/07/2024

  Clickpay/Realpage is a third-party payment processor that processes payments for property management companies. Beginning June 2024, FirstService Residential residents that make a one time echeck payment in the Clickpay portal will be assessed a $3.00 fee per echeck transaction. To avoid the fee the complainant can opt to pay by physical check, online bill payment through their bank, or schedule autopay via ACH/echeck payments. 

  Customer response

  08/07/2024

  I am rejecting this response because:   I did make my payment from my bank account. So why was I charged this extra fee? 

  Customer response

  08/07/2024

  The payment I made was directly from my checking account not from a debit or credit card and according to their answer they should not have charged me the $3.00 service fee. 

  Business response

  08/09/2024

  When making a one-time ACH payment on the ************ portal a $3.00 convenience fee is applied. To avoid this fee a payment can be made using one of the following alternatives which include mailing a physical check, enrolling in ACH autopay in the ************ portal, or using the online bill pay platform through the complainants personal bank. As a one time courtesy a refund will be mailed to the complainant.

  Customer response

  08/09/2024

  I am rejecting this response because:   The business is not accepting my payment which was paid from my personal bank account which ends in the number 4679. What they say is not true. I didnt pay with a debit or credit card, I MADE A DIRECT PAYMENT FROM MY BANK ACCOUNT TO CLICK PAY.  According to their statement I should NOT have been charged an extra fee. 
  

  Customer response

  08/09/2024

  As you can see the payment was directly paid from my bank account and even though they are offering a one time reversal of said fee, I am sure that this will occur again. Mind you the previous transactions made the from my bank account didnt have a fee and they were paid in the same manner. Next month I am afraid that they will charge the fee again and I will have to make another complaint. Do they realize that what they said is not matching what they did? 

  Customer response

  08/09/2024

   I guess what they are saying is different from paying from their listed payment options on their website. However they have NEVER provided any information or assistance on how to initiate the payment from my bank to Clickpay and it is not on their website. Please note that there are only 3 options available. Automatically debit each month, a hard copy check or a one time e-check payment. If I were to make a payment initiated from my bank account, NOT initiated from their website I would need more information which they do not provide! I need to make certain that my payment is credited to my correct account, they need to instruct on who to make the payment to, what information I need to give them so that it is done correctly. If you look at the screenshot I sent they only show the 3 methods of payment and EACH OF THOSE incures a fee. To set up a payment from my bank account I need the EXACT name of who the payment goes to, an ADDRESS THAT ACCEPTS THE PAYMENT. And any code that is necessary to make sure that my payment is credited to the correct account for my property.  I would like to know why after doing this by using my checking account for the past four months payments from their website why only now are payments incurring a fee? Only this last payment incurred the fee. They seem to have changed something and that is sneaky to say the least. I would be happy to initiate the payment from my bank account and skip their website but as I said I would need additional information. Please advise me of that information for future transactions. 

   

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RealPage ****************** has overbilled my Submetered water account by ****** gallons. This is equal to ***** Cubic Feet of water. The dollar amount of the overage is $1,503.07. Realpage is the ************************ contracted by my Apartment Complex. The face of the old meter could not be read. On 6/25/24, a Realpage Technician removed the old meter and installed a new meter. I took a snapshot of the face of the old water meter and compared it to the Statement for Period 04/13/24 - 5/12/24 YTD balance ******* gallons.The meter only has 5 spaces before the decimal point and read ****** gallons. The actual reading is 3****** gallons. The difference is ****** gallons. This amounted to $1,413 . On 6/27/24, I emailed landlord the snapshot, statement and spreadsheet showing billing increases. She emailed everything to Realpage Manager. She asked for an audit of my account. I received a ********************** Statement for Billing Period: 5/13/24 - 6/12/24 for $89.97. I emailed landlord statement. She emailed everything to Realpage Manager on 07/22/24 The Realpage Manager emailed Vineyard Manager to call RealPage ********************** ************. They do not answer questions concerning water usage overbillings. They told me to call the Vineyard Manager. The information to bill back tenants for water usage determined by a RESIDENT LEDGER FILE.******** Manager emailed Realpage Property Manager that she did not have the RESIDENT LEDGER FILE. He said he would look into it and call back. He has never responded to the overage billing of my meter or investigated the person billing against my account. I have asked my Apartment Manager for another Account Manager to reconcile my account. She will not do that. I believe the Realpage Manager has the Resident Ledger. He has data necessary to perform the audit. He should also be able to see who is billing against my account. ********************** does not show SN of meter. Snapshot of meter should be enough proof.

  Customer response

  08/02/2024

  In my original complaint my desired settlement was refund.  I am more concerned with Fraud.  The attached e-mail was sent by The Property Account Manager for ********************** to Apartment Manager. I made notations in the margins.

  Any questions pertaining to water usage should be addressed to Property Account Manager. ********************** billing statements gives the address of Manager of Apartment Complex.  Tenant must submit complaints concerning water usage to the landlord. The landlord submits complaint to Realpage Account Manager. He has the Resident Ledger.  

  The Property Account Manager for my apartment complex has no idea who has this Resident Ledger which has information submitted to Accounts Receivable .   He promises to find out who has the ledger and call Apartment Property Manager. He still has not responded.
  RealPage is a breeding ground for fraud:

  
  1. They do not show the water meter serial number on their ********. I created an account with **********************. It does not show anywhere the Serial Number of the meter.
  
  2.  They do not reconcile operational meter records to their billing system. I thought for sure that an audit would have been automatically conducted on the Retired 12-year-old Water Meter.        This is standard operating procedure for regulated utility companies
  
  3. They never in 12 years done an onsite meter reading. June ******* was the first and last.
  
  4.  Property Account Manager/Utility for Real page does not respond to Landlord questions concerning water overage ******** or account audits.  He has been e-mailed snapshot of old water      meter showing reading. It is 63,984  gallons over the current Realpage Billing Statement. My excel spreadsheet show 73% increase in water usage for year 2024.
  
  5. Their ********************** phone number ************ is a sham. If you have questions concerning how your water usage was calculated, they tell you to contact your landlord.
    I s poke to my Apartment Property Manager.She has no access to Operation Meter listings or Billing System. 
  
  6. The only contact is Property Account Manager for **********************. He supplies the billing data to Accounts Receivable but denies it.  He is auditing himself. He claims he will call back when he finds out who has Resident ****** used for billing.

  Customer response

  08/08/2024

  I got phone call from my landlord today, 8/8/24 She relayed information given to her by the Realpage Property Account Manager. My landlord is going crazy and so am I.  This guy will not speak to me. There is no one else that she can speak to at Realpage.
  I have been complaining that he is doing nothing. He should be looking at the Resident Ledge File detail and comparing it to the Operating Serial Number Meter Listing remote readings.
  This is what he has been doing. He is examining the old water meter that was removed from under my sink. His SOURCES tell him that the old meter was incorrectly calibrated at the time of installation.  The meter was not setup properly to change gallons into cubic feet. He will not say who his SOURCE is. He claims going back to the date of installation, all remote readings are incorrect.
  Starting from date of installation to removal, he is going to recalculate YTD USAGE USING CORRECT CALIBRATION. He hopes to have the computations by October.  He does not reveal his SOURCE. He believes that I have been underbilled.
  He is also stating that a meter with only 5 spaces before the decimal point, cannot give an accurate reading and having the meter under the sink is blocking pulse readings.
  I am not making this stuff up. I repeated it to my landlord to make sure I got it correct.
  When he is asked about the Resident Leder that contains the detail of the lump sum monthly billing he sends over to accounts receivable, he knows nothing.
  He has done nothing to reconcile the Operating Meter Reading to the Billing side. Even if the remote readings were incorrect, it is what he should have billed.
  I have one more thing to add. The 07/01/2023 billing was estimated. It was lower than any bill in year 2020.  Estimated bills are taken directly from the actual Operating Meter assigned to tenant. I have attached copy of 07/01/2023 bill and the spreadsheet. It definitely was not an average of previous ********. Estimates do not go through the Realpage Property Account Manager.
  
  Thank you
  ************************

  Customer response

  08/13/2024

  This is my response to phone call on 8/8/24 from the Realpage Manager to my landlord. He states that the old meter was incorrectly calibrated at the time of installation.  The meter was not setup properly to change gallons into cubic feet.  He claims that going back to the date of installation, all meter remote readings are incorrect. A meter with only 5 spaces before the decimal point, cannot give an accurate reading.  He is totally rejecting the snapshot of the face of the old meter because it only has 5 spaces before the decimal point. He is going to recompute the correct water usage for the last 12 years.

  The references I used are: Best practices to ensure accurate billing from meter-read date. This is published by the Office of Washington State Auditor. Realpage how your bill is calculated found on website: ********************************************* and Realpage ****************** billing statements.
  
  1. Calibrating your water meter ensures you only pay for water you use. The meter is calibrated to record water flow in unit measurement gallons. Operational ****************************** transmits tenants water usage in gallons to the ******************* The ****************** converts gallons to cubic feet.  The Unit of Measurement used by the ****************** has no bearing on calibration of the subwater meter.
  
  2. Water meters are calibrated and tested by the manufacturer. The ********************* tests the meter before installing. The technician does several tests after installing.
  
  3. Every apartment had or still has these 5- spaces before the decimal point meter installed in 2013. These meters are just as accurate as the new 7 spaces before the decimal point. You just have to look at your latest billing to see what the ******* position is.
  
  4. If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account
  
  5.  The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.
  
  6. The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger.
  
  7. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a confirmation from the ********************* that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years.
  
  8. Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.
  
  
  My landlord informed me that I would be receiving a full credit for the overbilling. ******************* must demand an audit of my account and ask for printout of my Resident Ledger Detail for years 2021, 2022, 2023 and 2024.
  
  Realpage still needs to be investigated by a government agency. Their poor internal controls invite fraud. There are other victims beside me.
  
  Thank you, ************************

  Business response

  08/15/2024

  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.
  RealPage is hired by the apartment complex to bill residents for their share of utility expenses. RealPage will read the submeters and calculate the charges for the utility invoices sent to residents.
  The resident expressed concerns regarding their recorded submetered usage. In investigating the residents concern, the resident did appear to have submeter issues and her submeter was replaced on June 25, 2024. The team is working on investigating the severity of the issue with the prior submeter to determine if a fair and accurate refund is necessary. 
  The new meter is in working order. The prior meter measured in cubic feet and the new meter measures in gallons. The numbers from the submeter to the bill may be off due to the submeter having a transmitter installed that will show different numbers, however, it will match the usage amounts shown on the submeter.
  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

  08/16/2024

  I am rejecting response because:

  The references I used are: Best practices to ensure accurate billing from meter-read date. This is published by the Office of Washington State Auditor. Realpage how your bill is calculated found on website: ********************************************* and Realpage ****************** billing statements.
  
  1. Calibrating your water meter ensures you only pay for water you use. The meter is calibrated to record water flow in unit measurement gallons. Operational ****************************** transmits tenants water usage in gallons to the ******************* The ****************** converts gallons to cubic feet.  The Unit of Measurement used by the ****************** has no bearing on calibration of the subwater meter. There were no billing problems till Year 2021. My water usage increased: 2021-32% 2022-32%, 2023-52% and 2024-73%.
  
  2. Water meters are calibrated and tested by the manufacturer. The ********************* tests the meter before installing. The technician does several tests after installing.
  
  3. Every apartment had or still has these 5- spaces before the decimal point meter installed in 2013. These meters are just as accurate as the new 7 spaces before the decimal point. You just have to look at your latest billing to see what the ******* position is.
  
  4. If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account
  
  5.  The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.
  
  6. The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger. I want a printout of data in my Resident ledger.
  
  7. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a certified confirmation from the Serial Number Meter ********************* that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years. I want to speak to someone other than the Realpage Manager. I want to speak to someone in ******************** or ********************* in charge of maintenance of water meters. 
  
  Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.    

  Customer response

  08/16/2024

  Question for Realpage Manager

  If the meter is calibrated to record unit measurement in cubic feet, why doesnt the old meter show the July 12, 2024, ending balance of ****** cubic feet.   Why is the face of the old meter in gallons: *******. Shows ******. Only has five spaces before decimal point. Assume ******* for 6th place because of previous ********

  I have seen the website that shows serial number meter readings for month and it is in gallons.

  It is very easy to obtain the support for monthly water usage.  It is in the TENANT LEDGER. It shows the Serial Number of Meter and water usage in gallons. If the website Gallons for meter serial number is less than billing, someone is committing fraud.

  Customer response

  08/29/2024

  I am rejecting this response because: 

  If there is a problem with difference of meter reading and billing, an audit must be conducted immediately. There has never been a Reconciliation of my account

   The very last line on the billing statement says: Please contact your leasing office at the Service Address above for billing inquires or disputes. The Apartment Manager contacts the Realpage Utility Manager with complaint and documentation support. His job is to do reconciliation and audit of my account. He does nothing. He has never given explanation of the 63,984-gallon billing overage.

  The billing statement also says detail of billing is in the Resident Ledger. Realpage bills do not show   Serial Number of Meter being billed. This data is in the Resident Ledger. The only Serial Number in my Resident Ledger must be mine. If there are other meters being billed against my account, this constitutes fraud. The Realpage Utility Manager has Resident Ledger.  He has never responded when asked about the contents of the ledger. I want a printout of data in my Resident ledger.
  
  Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management. I want a certified confirmation from the ***************************************** that the meter is giving incorrect remote readings. The billing side should never have access to the Water Meter or make decision that the Water Meter remote readings have been incorrect for 12 years. He certainly should not be allowed to recompute water usage for the last 12 years.
  
  Realpage Manager is the only point of contact. My landlord has spent hours on phone trying to contact someone else but to no avail. The Realpage Manager better learn that the water meter reading determines billing usage not him.  It is obvious that he is trying to discredit the evidence that shows he has committed fraud.

  Realpage is claiming the old meter measured in cubic feet not gallons. The rest makes absolutely no sense.
   The numbers from the submeter to the bill may be off due to the submeter having a transmitter installed that will show different numbers, however, it will match the usage amounts shown on the submeter.
  If the meter is calibrated to record unit measurement in cubic feet, why doesnt the meter show the July 12, 2024, ending balance of ****** cubic feet.   It is one more attempt to discredit the original readings for the past 12 years.
  The thing that bothers me the most, The Realpage Manager is the one responding. Realpage Manager is making decisions in areas that he has no expertise or training. He is acting alone. There is no oversite. He makes major decisions without the approval of higher up management.
   I want a certified confirmation from the ***************************************** that the meter is giving incorrect remote readings and was calibrated to read cubic feet. The question remains why the meter shows gallon reading. Realpage Manager never addresses the Resident Ledger which shows Serial Number of Meter and reading. I want a printout of my Resident Ledger showing Serial Number of Meter and Water Usage by month for years 2021 to 2024.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm am not liable for this debt with - Richmond Townhomes ; Dominion at ********** ; Lofts at ********* ; Block 330 Apartment complexes. I do not have a contract with none of the collection agencies associated with the above 4 items. They did not provide me the original signed contract, without electronic signatures as requested. I never gave Realpage , or Leasing desk written or verbal permission to access my credit file or to create an account bearing my signatures. I have a fraud alert on file , which requests I be notified before any reporting agency access my credit or background screenings, Realpage / Leasing desk is reporting inaccurate items as collections on my profile and I have reported to them that these items are fraudulent and need to be blocked, and Realpage/ Leasing desk still has these 4 accounts appearing under the "collections" file of my rental background screening

  Business response

  09/20/2024

  Upon receipt of the consumers dispute, LeasingDesk Screening initiated a reinvestigation of the disputed information. Results for the consumers credit dispute have been sent to her. The consumers rental history dispute is in process and results will be sent as soon as they are available. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leasing desk real page is reporting that I have a criminal record and I dont. I have provided them the expungement documents . I have got denied an apartment because of this.

  Business response

  09/19/2024

  Upon receipt of the consumers dispute, LeasingDesk Screening promptly initiated a reinvestigation into the disputed information. Results of the reinvestigation were sent to the consumer as soon as they were available and a note of the results was added to the screening propertys system. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  July 14, 2024 ********************* ************************************************ RP On-Site LLC ***************************************** ************** Dear *********** am writing to dispute a fraudulent debit on my report showing an Eviction and showing collection balances that are incorrect. I do NOT have a rental collection. And I do not have $7,347.00 in collections. My correct collections balances are as follow;***** & ****** - $437 ******************* $675 Cedar Building Services - $3,117 I do NOT have any rental collections for ************************* 10/2019 6/2024 $4,513.00 $5,839.00. That was disputed and resolved and is no longer on my report. Enclosed are copies of the Agreed Settlement made in July ******************************************************* November along with check and check details and invoice for payment of rent arrears for the first agreement and check from me to clear up balances. Also, that the case was dismissed letter from the landlord attorney is also attached. Lastly my employment income is incorrect my hourly rate it $30.19 for a 35hr work week/biweekly 70hours x 26biweekly pay period that is $54,945.80 the company used paystubs reflecting hours for time I was out of office recently to look for new housing. I am requesting the information be updated and forwarded to the property manager at 44 Irvine with a passing score. As my debts to equity ratio will not be equal since my debt is predominantly student loans for my college education and my daughters when I took out parent plus loans. We are decent human beings just wanting a place to live and a new start. It was not my fault I lost my income in May 2022 and didnt regain employment until April 2023.Thank you.

  Business response

  08/02/2024

  Good afternoon BBB agent(s),
  
   
  
  Please extend the deadline for case complaint # ********.  We are diligently working to respond to the complainant and do not want this matter considered as UNANSWERED.  Thank you.
  
   
  
   
  
  Thank you and continue to remain safe.
  
   
  
  ****************************
  
  Corporate *********************************

  Business response

  09/20/2024

  Upon receipt of the consumers complaint, ************** submitted a consumer dispute on her behalf in order to escalate the consumers dispute of a credit item to the appropriate credit bureau, *******. As a credit reseller, On-Site does not own, manage, or maintain consumer credit data, we merely pass it from the credit bureau directly to the screening property. Once the credit bureau has provided us with results of the credit dispute, we will promptly forward them to the consumer.
  Should the consumer wish to dispute any other items appearing on her On-Site Rental Report or request a copy of her report, she can do so through our website, ******************************************** by contacting our Renter Relations team at ************. 

• 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:

  Answered

  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.

  Business response

  01/21/2025

  As a credit reseller, On-Site does not own, manage, or maintain consumer credit bureau data. When an applicant is screened using our software, the data is provided to us by the credit bureau and passed to the screening property directly. When the consumer was screened in May 2024, no credit data reported from *******. This does not mean that the consumer does not exist, only that the credit bureau did not provide us data matching the consumers information. We recommend that the consumer contact ******* regarding this issue.
  As part of the income verification process, we reach out to the applicant to request only the documentation necessary to verify the income. After reaching out to the consumer by email and phone on 5/23, 5/24,and 5/28 with no response from the consumer, the verification request was closed as we were unable to verify the consumers income. We did not receive a response from the consumer until 6/3; however, the income verification request can only be reopened by request of the property, and to date we have not received a request to do so.
  At no point in the verification process did we access any of the consumers banking accounts or services. If the consumer has concerns or issues with the security of her banking account, we encourage her to contact the financial institution that maintains her account for assistance. 

  Customer response

  01/29/2025

  I am rejecting this response because:   I would first like the record to show that this company took nearly six months to respond to my complaint which is unacceptable when a federal crime was committed using my private financial information that was sent through your company.

  Second, you have blamed Equifax, myself, and the apartment complex for the problems and are choosing to take no responsibility for the fact that one of your employees used the financial information to either commit a federal crime or sell the information to someone else who committed the crime. 

  There was no error on Equifax's end. Not long after this time, I applied for several other apartments. Each time, the credit report came back exactly as expected. I have a very long credit history with them and now have a fraud alert on my account there. User error (your employee) is the only possible answer. However, again, you are not interested in addressing this.

  I did not send the financial information to you until May 31, 2024 because I was waiting for your employee to follow through as promised. They called the first time (well before 9am and with a very sour attitude, I might add) and I asked them to send me an email with the list of what they needed from me with the email address where to send it. They said they would. The email never came. They called the second time. I asked where the email was. They said they sent it. I said I never received it. I gave them a second email address in case there was a problem with the first email provider. The promised email from your company never came. I called the apartments, telling them I was waiting for the email from you so I could send in my financial information. The apartment had to call you to find out what was going on which prompted the third call from the same employee. I reminded them I was waiting for the email. It was finally sent 5/28. It took me a couple of days to pull everything together and I sent it on 5/31. 6/3 - the day you say you received the financial information is the day the crime was committed using that financial information. However, you state that the request for my information was closed prior to this (exact date not given by you). That doesn't matter, the email from me with my financial information was still sent to the email provided by your employee to your company. And you did confirm you received my financial information "We did not receive a response from the consumer until 6/3."

  You said "At no point in the verification process did we access any of the consumers banking accounts or services." You are obviously missing the point of this complaint. 1. I sent my private financial information to your company. 2. The same day you say it was received at your company, an employee from your company (or a person who one of your employees sold my information to) hacked into my bank and committed bank fraud and identity theft.

  This crime was committed because my financial information was sent to your company. MY FINANCIAL INFORMATION SENT TO YOU WAS NOT KEPT SECURED, WHICH IS YOUR COMPANY'S RESPONSIBILITY. The fact you are not interested in looking into what happened is disturbing to say the least.

  I expect no further response at this point. I merely wish consumers to understand what they may be getting if they choose your company's services. 

  Business response

  01/30/2025

  While we regret any inconvenience or difficulty the consumer has encountered during the application process, LeasingDesk has reviewed the actions of our specialists and have found that the consumers income verification request was handled correctly according to standard procedures.
  If the consumer believes a crime has been committed, we encourage her to contact her local law enforcement for assistance. 

*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. ↩