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.

  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:03/14/2023

  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.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  Thank you for reaching out to Entrata/Resident Verify. Our records indicate that ****************** applied as a guarantor on behalf of an *************************** who applied, got approved for, and leased an apartment at *************, a student housing apartment complex in ******, *******. From time to time we have people who do not recognize ResidentVerify. ************* uses ResidentVerify to run their background screenings. The information we have on file for this guarantor does match the phone, address, and email provided in this complaint from ******************. However, if ****************** did not submit the guarantor application herself, we recommend that she reach out directly to Experian to report identify theft. 
  
  

• Initial Complaint

  Date:03/10/2023

  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.

   
  Complaint: 19582538
  
  I am rejecting this response because: I had emailed them to get this fixed multiple times no response also spoke to the property manager who told me an m3 is not a disqualifying offense. Resident verify is not accurate at all and uses discriminatory practices I have since applied to many apartments that dont use resident verify  and have been approved with no problems. 
  
  Sincerely,
  
  Lexee Cabb

  Business Response

  Date: 03/20/2023

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex that was applied for uses software and services provided by Entrata, including background screening services of ResidentVerify. Unfortunately, we did not receive any communication from ****************. Upon review, it does appear that the underlying charge was lowered from M1 to M3, but they didnt update the charge type when this change happened. We did update this, however, it did not change the results. We did verify the record through the national database and then verified through the court website. If the report is still incorrect or should not be there at all we encourage her to reach out to the court that this is reporting from.

  Business Response

  Date: 03/28/2023

  We are sorry for the difficulty. We did verify this information through the court website and through the national database. Upon sending the adverse action we do provide an email and a phone number to call into ************************************ or ************) if individuals would like to dispute the information on the Consumer Report. We do not have any record of receiving an email or phone call from the email/phone number attached to your account.  We also cannot speak to what the property manager said, but the client sets specific parameters in place so that each prospect can be reviewed with the same parameters, while still ensuring an individualized assessment. But at the end of the day, the client does make the final decisionEntrata/ResidentVerify does not make housing decisions.
  
  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19582538
  
  I am rejecting this response because:The reason for denial was Criminal history , which they originally reported the wrong information anyways. Resident verify/entrata isnt accurate nor reliable and I have since found housing somewhere else.
  
  Sincerely,
  
  Lexee Cabb

• Initial Complaint

  Date:02/08/2023

  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.

  Entrata inc put an unauthorized credit inquiry on my report. Remove or I will take action. I have not even given my personal info to apply for an apartment

  Business Response

  Date: 03/21/2023

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex that was applied for uses software and services provided by Entrata, including background screening services of ResidentVerify. We did receive a call from Anari due to the applicant not renting an apartment there; we did not contact the property. We encouraged him to reach out to Experian and local authorities to investigate this, and also sent him our document about what processes to take if identity theft occurs.

• Initial Complaint

  Date:12/27/2022

  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.

  Since my residence has been purchased by c.s.c realty I have had nothing but issues with billing. I'm being constantly charged 500 plus in utilities. 3 separate water bills from $50-200. Not to mention duplicate charges all even before rent is due. I call daily hourly to their support line and never get an answer at all times of day. Phone will ring for exactly 3 seconds before the exact same tone of there is no one available to help. Talking with property management they say it's not on their end rather on entrata yet I can never get anywhere past "we're sorry no ones available right now". This is absolutely disgusting as I can get zero correction on my bills and I'm being strong arm robbed otherwise I face eviction for non payment of rent that should not be double what I'm supposed to be paying each time.

  Business Response

  Date: 01/05/2023

  Thank you for reaching out about your utility billing. We do have a email support  ******************************************* as well as phone support  *************) for ResidentUtility that is monitored daily. One thing we cannot address is the change in the amounts you were being billed as compared to your current billing. We can only look at your current billing that we are providing on behalf of CSC.
  Your utilities are calculated based on the actual utility provider bills and either through allocation (RUBs) factors specific to your unit, such as occupancy and/or square footage; or submetering which is based on unit consumption. The set up of these calculation methods and utilities that are being billed back are initially determined by the property. We provide the calculations as determined in the set up of the property and send out statements. 
  In this matter, we reviewed the calculations and we were able to tie into the amounts that you were charged based on the provider bill and your specific unit factors.  As always we are here to provide more specific information on the methods being used to bill and invite you to  email or give us a call.
  
  

• Initial Complaint

  Date:11/02/2022

  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.

  According to my Credit Report, On October 29 2022 ResidentVerify ran an inquiry on my credit. This was a fraudulent use of my social security number. At the time, a credit card was also fraudulently opened. I have since frozen all three of my credit reports, put out a fraud alert, opened an issue with identitytheft.gov, and was able to close the credit card.However, my attempts to reach Entrata/Resident Verify have been unfruitful. When I called ************ yesterday (Nov 1, 2022) at 2:15 pm US Central time I finally managed to reach a human (instead of machine) but they had no idea about how this could even be investigated (it sounds like their departments are siloed) . As of today, I have also e-mailed ******************************* to ask for the contact information for either their legal or fraud department. Given how difficult it has been to even get through to a single human via the call center, I am also contacting via this forum.If you do not have a way for people to report fraudulent uses of their credit, you are providing false information to your clients and Entrata/Resident Verify should be on the hook for all liability.

  Business Response

  Date: 11/22/2022

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex that was applied for uses software and services provided by Entrata, including background screening services of ResidentVerify. We did receive a call from ******** and sent her information on to the managers of the apartment that her information was used at. We also encouraged her to reach out to Experian and local authorities to investigate this. Since her information was already sent to experian they are the ones that have to take actions against the identity theft.

• Initial Complaint

  Date:10/05/2022

  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:

  The bank account has since been closed after you took $6,000 out of it without authorization. My complaint is that you took the money at all and that you have no process to verify that you have valid authorization to take it. I am demanding $5,000 in damages for your action which is not inline with other businesses that might check an individual's ID or use mircro-deposits to verify that you have valid authorization before taking money out of an account.

  Your choice to not use any verification process has harmed me in the time that it has taken to open a new account, move all of my payments to the new account, as well as the stress of the violation of my financial security.

  
  
  Sincerely,
  
  ********* *****
  
  

  Business Response

  Date: 10/19/2022

  Thank you for reaching out to Entrata. We understand your frustration. We do not have enough information for us to find any transactions that we might have on file; however, you have taken the correct steps to refund your money. Even if we were able to find the transactions mentioned, we would not be able to refund money, as you would have to make a dispute with your bank, which you have done.
  By opening a dispute with your bank they will contest the payment on your behalf. Once the dispute is complete the funds will be returned to you by your bank per Regulation E.

  Business Response

  Date: 11/04/2022

  Entrata is a software service that apartments use. We can look your information up but in order to look up your information we would need your bank account information, the date the account was debited, and the exact amount. This will allow us to block your account from being used in our system again. Since BBB is a public forum we understand not wanting this information here, but you are welcome to send this information over to [email protected].

• Initial Complaint

  Date:09/19/2022

  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 recently applied for an apartment and this company provided a very low score. Their website says its a combination of income credit and rental history. This cant be true and I want to know specifics. I have lived in the same complex for 7 years and never missed a payment. I make more than enough to have a good debt to income ratio/afford an apartment and I dont have rental debts. I believe this company is using metrics in covered categories to decide who to rent to. As an aside I have no criminal history have never broken a lease or been evicted.

  Business Response

  Date: 10/03/2022

  Thank you for reaching out to Entrata, Inc. We understand your frustration. In order to address your specific complaint, we need to verify your identity and open a formal dispute. You may do so by contacting the Resident Verify team at **************. Once a dispute is opened we will be able to move forward in an investigating further into this matter. We look forward to hearing from your shortly.

• Initial Complaint

  Date:09/09/2022

  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.

  In Michigan, Consumer’s Energy forbids any service provider or entity to submeter gas service through their equipment. From January 2022 – June 2022 Entrata utilized a submetering scheme of billing residents at my locale “space heating” which charged me for gas services which was over ten times the consumer’s energy rate, and at one point nearly one hundred times the normal cost. Please see all attached bills. My "per unit" rate was billed differently than other residents.
  
  1. I contacted Entrata many times to rescind and refund the overages
  2. At this property the actual meters are no where near the property and even the maintenance staff could not identify the location of the meters. It took months to find the correct meter.
  3. Entrata’s billing forces residents to pay utilities before renter’s
  4. The billing of utility for the current month preceeds the renter’s due date.
  5. I contacted the property owner during the billing period to address the issue
  6. Entrata is aware of the submetering restrictions in Michigan for Consumer’s Energy
  7. Entrata has refused to refund the money they received.
  8. Beacon Management did not receive the funds, nor has consumer’s energy.
  9. I filed a complaint with the MPLC (Michigan Public Service Commission)
  10. Not all residents were affected and the scheme appears to only randomly target some.
  
  Entrata’s excuse is that the landlord at the time permitted it. So to anyone reading, I want you to watch the BBB complaint levied against Beacon Management to see if they try to blame Entrata. Is residental submetering of gas allowed by consumer’s energy? No. Is this against Michigan law? If the agreement to provide utility service or billing service violates this, and electrical leads are installed on gas powered devices (HVAC, hot water, etc) then that would be debatable. In the end I was overcharged an estimated $1,200

  Business Response

  Date: 10/31/2022

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including billing residents through ResidentUtility. However, Entrata does not collect or distribute resident funds; thus any refund or credit would not be for Entrata to determine.
  
  The apartment complex has gas runtime meters for every unit. The runtime meters record time the unit uses the utility. The property has gas master meters that are provided by the utility provider. The provider bill total expense and the runtime usage are what is used to calculate every unit's charge. These charges along with other utilities are billed separately from rent and therefore have a different due date.
  
  Entrata complies with the Michigan rules related to billing back gas. Therefore, this property served by Consumer Energy is in compliance; as there is no measurement of consumption being utilized.