Complaints

This profile includes complaints for Entrata, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Entrata, Inc. has 2 locations, listed below.

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  Entrata, Inc.

  4205 N Chapel Ridge Rd Lehi, UT 84043-4171

• 

  Entrata, Inc.

  14545 Bammel North Houston Rd Houston, TX 77014-1129

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I tried to contact you after I realized that Entrata was used for the credit check. My apologies to all involved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2023

  Thank you for contacting Entrata, Inc. **************** was listed as guarantor for a *************************** who filled out an application for an apartment lease to start 8/17/24. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 
  **************** signed a screening authorization and rights form as the guarantor in which it stated there would be a credit check to ensure the application could be completed and accepted. 
  

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haved tried to contact this company for 2 months based on the results and findings from my appication screening. I applied at Arrive2801 in **********. All information check out and was approved; except my background. I demand to know what is on my background check and the findings. This company's customer service telephone number actually hungs up on! ************. I need to know why I lost $250 for a background check that I didn't pass. I am a federal employee and demand to know what is on the report.

  Business Response

  Date: 11/29/2023

  Thank you for reaching out to Entrata, Inc. In review of the issue at hand, our team has found that there was a miscommunication between the property management and ResidentVerify. We have since reached out to the property and corrected the issue. Please speak with the property manager as this has now been resolved.

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/12/2023 I found a bank charge of $25 on my statement that I did not authorize. The fact that Entrada can so freely obtain bank information and withdraw at will is shady and should be considered criminal. So this means they can access anybody s account and take what they want. I want a resolution immediately and the money returned immediately. Now I have to change account information but realistically I dont think that would stop these thieves.

  Business Response

  Date: 11/27/2023

  Thank you for reaching out to Entrata, Inc. In the terms and conditions accepted by Mr. *****, it states “7.1 If payment is made by eCheck/ACH, you understand that if such payment is returned from the bank for any reason, you may be charged additional returned item fee(s), which will be added to the original amount and auto-debited from your bank account at least ten (10) days after the initial payment fails. In the event that subsequent fee collection auto-debits also fail, you may continue to incur fees related to such attempts. You assume all responsibility for all such fees. Returned item fees vary; please contact your leasing office for details. Additional fees may also be assessed by your bank and/or Property Client. Your copy of the application will serve as a receipt for the application fee collected.” 
  The $25 fee is due to a payment being returned as mentioned above. Please contact your leasing office for additional details. 
  

• Initial Complaint

  Date:10/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  

  I have sent multiple regular emails to the property manager; she responded only *after* I submitted the complaint.  As for Entrata relay-emails, how can there be a confirmation of an email being "read" by me if I have never received it!!  I have no control over any spam lists in the residential portal in Entrata; the residents cannot configure the emailing function in any way.  From your response, I conclude that you fixed the issue on *your* end; thank you.  I wish Entrata provided direct support to residents and not rely for what appears to be under-trained property managers to run the software in a misconfigured state.  I am  grateful to BBB for mediating the response and consider the case in reference to complaint ID ******** finally closed.
  
  Thank you.

  as made. The issue is NOT with my email nor my ability to use the Portal. When I called Entrata for help, the automated system advised that they do not provide customer service to *********************. It appears the *** management is either unwilling or unable to correct the misconfiguration in the Entrata email-relay system. I want Entrata either to help me resolve the issue with *** or to bear responsibility for the (mis)use of the Entrata software by *** for unauthorized charges.

  Business Response

  Date: 11/09/2023

  Thank you for reaching out to Entrata, Inc. The email ******************* was placed on our Spam Reported Block list. This means, Jan or their email inbox reported an email from Entrata or the property as spam so the system blocked their email. While this does stop any email from Entrata or connected applications, we do have on record that two of the emails stating a charge would be placed if their insurance was not uploaded by a specified date (October 7, 2023), were received and viewed. The second email with the subject *************************** stated: "As indicated in your lease, a $8.95 fee will be charged to your account on 10/07/2023 if proof of your new or renewed policy has not been received. This is a recurring fee for every month you do not provide active renters insurance." As of October 27, 2023, the insurance paperwork was submitted and approved. There will be no further charges for this year pertaining to renters insurance.

  
  In addition to our search, we have removed ourselves from the spam list for the email ******************* and recommend they save any email addresses connected to the apartment complex and Entrata, Inc. to avoid an issue in the future. 
  

  
  

• Initial Complaint

  Date:10/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a credit repot inquiry on 10/7/2023 that was not authorized by me and I want to know why it was pulled and I want it removed from my credit report.

  Business Response

  Date: 11/10/2023

  Thank you for contacting Entrata, Inc. We have no record of Mrs. ******* credit being viewed in the year of 2023 by Entrata or any of its subsidiaries. The latest information that Entrata has on file is from October of 2022, which was authorized by ***************** as she applied for an apartment at *****************. Please check the records again, and reach out to your credit bureau if there are further issues.

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1. Based on Experian, the resident verify is not for the apartment of Chestnut Lake but for Augusta apartment which does not match with what your response. You could easily find the proof from screenshot I provided.

  2. Moreover, my name is not ******* and I have never applied any Chestnut lake apartment. If Entrata could easily authorize apartments to perform credit inquiry even if name is not matched, it could be a much serious matter in its system. It's definitely an identity theft which allows anyone to use other people's identity.

  I still strongly urge Entrata to retrieve the credit inquiry placed on my credit report. If Entrata still insists I authorized the credit check, please provide more proof. I am definitely sure I have never applied any apartment in September 2023.  

  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 10/16/2023

  Thank you for reaching out to Entrata. Mr. ******* electronically signed the Consumer Authorization form in connection with his interest in renting an apartment at Chestnut Lake. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. This includes credit report screenings, which were approved through his signature on the Consumer Authorization form.

  Business Response

  Date: 10/19/2023

  Thank you for contacting Entrata. In our research of the issue, it looks like there was an inquiry from ******** **** on 9/29/2023 for Augusta Apartments. Due to an expected filing mix-up, this correction needs to go through Experian as Entrata cannot go over mixed filing information with consumers. Experian will need to confirm and correct the naming and reviews. Please contact Experian and request they fix the issue.

  Customer Answer

  Date: 10/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thanks for checking this details. I don't understand why the filing mixed-up is expected when name is not the same. And birthday or some other personal info could not be all the same when matching the person's identity.

  Also when I talked to Experian, they mentioned they cannot dispute this inquiry unless you provided the info to them. Can you simply send them a letter explaining I have not applied that apartment and asked them to retrieve the hard inquiry on my report? They only accept the dispute request from merchant not from me.

  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 10/26/2023

  Thank you for contacting Entrata. We have spoken with Experian and they are willing to remove the hard inquiry, however a social security number is needed. Please call our consumer line at ###-###-#### and ask for Heidi R*******. She will gather the needed information, then call Experian directly to clear the inquiry. Thank you.

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We're still waiting for a criminal background check for our apartment and needed to move ASAP. You call the resident customer service line and they can't help you, they say the building has to call. The building calls, they say there's nothing they can do. HORRIBLE customer service and no straight answer as to ETA.

  Business Response

  Date: 10/24/2023

  Thank you for reaching out to Entrata. In review of the history of Mrs. *********** request, she called ResidentVerify on 10/2/2023 through the *************, and was told the ** Consumer line is for completed screening results, and ResidentVerify cannot provide any information regarding a properties application process including why the screening is still in progress. The screening was completed and ************************* was given permission to move in on October 6, 2023. Please let the property know if you have any questions or concerns.