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:09/08/2024

  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.

  This company started charging me via my rent portal for no reason, and I never consented to it. They charge every resident of a 18-story apartment $8.95 and provide no value to them

  Business Response

  Date: 09/18/2024

  Thank you for reaching out to Entrata. Entrata is a technology company that provides property management software to our clients. One of the services that Entrata provides is RentPlus, a rent and utility reporting program which helps renters to build credit with on-time rent and utility payments. Because your property has opted for Integrated Enrollment, you should have received an  addendum in your lease titled “Credit Program”, which describes this service and contains your consent to enrollment. RentPlus only pushes on-time payment information to the credit bureaus. In addition to rent and utility reporting, RentPlus provides budgeting and tracking tools, credit monitoring, identity theft protection and recovery services, as well as financial education tools (located at rentplus.com). If you no longer wish to be enrolled in RentPlus, you may cancel your subscription at any time by following the instructions contained in the addendum or by logging into the RentPlus portal.
  

• Initial Complaint

  Date:08/14/2024

  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.

  Hello, I have received an alert that an agency has access to my credit reports and is selling data. I have not given anyone in the last three years to pull my data. This Entrata has shown up on my report (************************************************. I have attempted to retrace who could have had access to any data. On any occasion, I have not given this company OR ANYONE connected to this agent or software permission to have pulled my credit check KNOWINGLY! ALL information must be redacted asap.! You have NO RIGHT TO MY DATA OR ANY PARTNERSHIP!

  Business Response

  Date: 09/09/2024

  Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides software and other services, including background screening services, to owners and/or managers of apartment complexes. We received Mr. ****** **.’s signed Consumer Authorization to run a background screening, including a hard inquiry to pull a credit history report, on June 7, 2024, related to his interest in renting from Parkside Apartments. The email we have on file matches the one in this complaint. We encourage Mr. ****** **. to investigate this authorization, and contact Experian and local authorities directly if he believes he has been the victim of identity theft.

• Initial Complaint

  Date:07/22/2024

  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.

  I tried to make a payment with ACH, after it took a few days for the transaction to run, there wasnt enough in my account after they waited, so the check bounced. The returned transaction fee was added to my account, and then I received two 25 dollar withdraws on my account. I filed a dispute with my card holder, because im not going to pay 4 times. Its impossible to contact Entrata for customers, they refer you to the ********************** manager, the property manager referred me to my bank, beings those two transactions werent in my account either, the bank told me to dispute the charges. refund me my money or ill continue the dispute

  Business Response

  Date: 08/02/2024

  Thank you for bringing this issue to our attention. We apologize for any inconvenience. We have investigated this issue and have determined that the fees were appropriately charged. Your payment was initially created on July 6th, which is a Saturday. There is no banking activity on the weekend so the payment was processed the next business day, July 8th. Your bank received the payment request on July 9th. Delays of a few days are normal of ACH payments made on a weekend. Please note that a returned item fee of $25 fee was charged pursuant to the payment portal terms and conditions. Your property also charged a returned item fee of $35, which they are also permitted to do under the terms and conditions. Please let us know if you have any further questions or concerns. 
  

• Initial Complaint

  Date:07/12/2024

  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.

  On 6/04/2024 ResidentVerify performed a hard inquiry on my credit report as I applied for a rental unit. The company then submitted information to the rental agency saying I failed and prevented me from renting a unit stating I had a criminal history. This information was incorrect. I disputed the information and asked that the hard inquiry be removed from my credit report. After review ResidentVerify acknowledged the information initially provided was incorrect and I in fact passed the screening and had NO criminal history. However, they refuse to remove the hard inquiry. ResidentVerify used a DECEASED individuals record and provided that to the rental property and have shown no remorse and have been unwilling to remove the hard inquiry.

  Business Response

  Date: 07/23/2024

  Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complex’s. We received Ms. *****’s Consumer authorization to run a hard inquiry June 4, 2024 for her interest in renting from Modera Mosaic. Regardless of the results of the screening, authorization was given to run this for a permissible purpose, and therefore the hard inquiry was appropriate. 
  

  Customer Answer

  Date: 07/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I agreed to having my information reported. The only information that should have been provided should have been for one individual person, myself. I did not agree to having another individuals information being added to my report deeming me not qualified based on the report and information provided that was inaccurate. I NEVER AGREED TO HAVING ANOTHER INDIVIDUALS INFORMATION PLACED ON MY CREDIT REPORT. HAD I BEEN MADE AWARE THIS WOULD BE THE CASE I WOULD NOT HAVE AGREED. WHO WOULD AGREE TO A FALSE/INACCURATE REPORT? IT IS NOT REGARDLESS OF THE OUTCOME. IF YOUR COMPANY WAS CAPABLE OF PULLING THE CORRECT REPORT I WOULD NOT BE DISPUTING THE INQUIRY. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/09/2024

  Thank you for contacting Entrata. When Resident Verify completes a consumer screening for one of our clients, we prepare a background screening report showing the results in the specific categories clients request, which can include credit history, criminal record, and eviction history. Please note that the hard inquiry on your credit history with a credit bureau is entirely separate from the criminal background check. However, both items will show on the background screening report sent to the residential property. We regret the inaccuracy in the initial report and opened an internal dispute case which subsequently removed the inaccurate record, and the corrected screening report was sent to the property. However, because we received your authorization to run the credit report, we are unable to remove the hard inquiry. We apologize for this inconvenience. Please do not hesitate to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 09/09/2024

  
  Complaint: ********
  
  I am rejecting this response because the business can absolutely remove the hard inquiry, it would be as simple as it was to add. Furthermore, the entity or organization did not open a dispute to receive the corrected and accurate check. I opened the dispute as the company was not willing to do any additional checks at my request or investigate when told them it was inaccurate. The company simply believed what the report had initially stated and told me what these responses continue to say, “there is nothing we can do”. The honest response would be the company is unwilling to rectify and admit their wrong, they are unwilling to be of assistance, and they are simply an organization that is greedy and wants money without providing any type of service. Just as the organization waited an excessive amount of time to reply this as they do not value people, Then the organization provided no appropriate resolution. I imagine the company treats their tenants in the same manner. It was a blessing that the wrong report was pulled because it shows how the company views their tenants and I am thankful I do not deal with this company on a regular basis. Terrible business practices that will eventually result in your failure, as it should. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/13/2024

  Thank you for contacting Entrata. The credit bureaus will will only remove hard inquiries which were the result of identity theft. Because we received Ms. *****’s authorization to run the background screening, and have no evidence of identity theft, we are unfortunately unable to assist in the removal of the inquiry. Please note, however, that hard inquiries naturally fall off a credit report after two years. Resident Verify, Entrata’s background screening service, has processes and procedures in place to help ensure that incorrect items are not added to a consumer’s report, including manual checks. We are proud of Resident Verify’s industry-leading low error rate, which gives our clients confidence in the tenants they rent to. We strive to ensure accurate results. However, mistakes do happen. We regret the error with Ms. *****’s initial report, which was checked against several criteria. However, the report was corrected and the incorrect record was removed. We apologize for this inconvenience. We hope this response satisfactorily resolved this matter. Please note that this is our final response.

• Initial Complaint

  Date:07/10/2024

  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.

  For the last 3 months, I've been being charged $25 per month on my bank account for something called Entrata PS Billing. I researched and found that it is a utility company commonly used by apartment complexes to manage rent to current residents. I do not live in an apartment complex. I've rented the home I currently live in for the past 6 years, and pay all of my utilities directly to the utility companies in my own name. Why am I being charged $25 a month by some random company I've never used?

  Business Response

  Date: 07/17/2024

  Thank you for reaching out to Entrata. This payment was due to an application fee for applying as a guarantor. When processing a payment through Entrata, the payment is directed to your bank. The bank will then determine if there are available funds. If there are not enough funds available at the time of processing, the payment will be returned for non-sufficient funds (***) and a $25 *** fee will be charged. When submitting a payment in the portal, you agreed to and authorized the $25 *** fee from the specified bank account used at processing. When the *** was initially processed the bank sent it back saying there was not enough funding and so our system tries again roughly every two weeks until this can be resolved.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair 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.

  A soft inquiry was pulled on my credit report. I did not apply for an apartment anywhere. Someone has stolen my identity and is trying to rent an apartment using my identity. They used my maiden name which I can give if you contact me. I have already filed a police report regarding a previous instance and I will file another for this instance. Please alert the apartment complex who used my information.

  Business Response

  Date: 07/23/2024

  Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complexs. We do not have an ******************* in our system but as you said it was done under your maiden name. In order to ensure the right property is notified we would need the name that was used in our system. For identity theft and mixed filings, we encourage ************** to contact Experian to work through remedying the effects of identity theft or to separate her file. 
  

  Customer Answer

  Date: 07/24/2024

   
  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 have reached out to Entrata and they reached out to the apartment complex to remedy the situation.

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

• Initial Complaint

  Date:07/02/2024

  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.

  I woke up this morning to a $25 charge on my bank account that I've never authorized!! No one has been able to tell me what it's for.

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to Entrata. When processing a payment through Entrata, the payment is directed to your bank. The bank will then determine if there are available funds. If there are not enough funds available at the time of processing, the payment will be returned for non-sufficient funds (NSF) and a $25 NSF fee will be charged. When submitting a payment in the portal, you agreed to and authorized the $25 NSF fee from the specified bank account used at processing.
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21930772
  
  I am rejecting this response because:

  I have never done business with this company. Therefore, how can I be charged a "NSF" fee?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/02/2024

  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.

  1. Resident Verify identifies a closed-Collection account for the AVE TAMPA RIVERWALK APTS amount for $4438.00. The Arbor properties denied my rental application based on a criminal record reporting that showed 2 misdemeanor offenses that I was aquitted of in Hillsborough County Court on June 12, 2023. The AVE TAMPA RIVERWALK APTS leasing agent, Dianna D******** wrote my lease for 12 months with 1st month free and second month 1/2 rent which totals 4438.00. After being release from jail, after being aquitted, 25 days. I am asking the BBB to help in resolving this gross misunderstanding by having the this reporting agency and the AVE TAMPA RIVERWALK APTS REMOVE THE COLLECTION AMOUNT.

  Business Response

  Date: 08/06/2024

  Thank you for contacting Entrata, Inc. Shawn M******* filled out an application for an apartment lease at Arbor Crossing @Buck Lake.. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 

  Mr. M******* was denied due to the criminal portion not due to the rental collection dollar amounts. We did not hear from Mr. M******* before contact BBB otherwise we would have opened a criminal dispute and/or a credit dispute. We would have contacted Hillsborough County to determine if there was an update to those records. With the credit we would have helped open a dispute for them on that too. Unfortunately, we didn’t hear from Mr. M*******.

  Customer Answer

  Date: 08/07/2024

  
  Complaint: 21930368
  
  I am rejecting this response because: On June 10, 2023 I was found not guilty of 2 misdemeanor counts, stalking and trespassing.  Therefore, while their report stated criminal, it also stated that I met the income to rent ration by a wide margin.   Please see additional attached responses from entrata.  
  

  Sincerely,
  
  Shawn M*******

  Business Response

  Date: 09/09/2024

  Thank you for contacting Entrata. If Mr. ******** disagrees with the accuracy of the information contained in his consumer report, we encourage him to open a dispute directly with ResidentVerify through email or phone at *************************** ** *************

• Initial Complaint

  Date:05/31/2024

  Type:Facilities 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.

  As a resident of apartment complex we are forced to use resident portal by entrata. There is no way to use this on personal computer and I refuse to enter my banking information on a phone app that is so highly vulnerable to a virus. ANY LEGITIMATE BUSINESS would set up the ability for residents to use their services on personal computer. I do not have any banking information on my phone for a reason. ENTRATAs customer service to tenant is useless, diverting us to our property manager. The management company using this (Brookside Property management) is useless to resident needs and appears to be incompetent at best.

  Business Response

  Date: 06/03/2024

  Thank you for reaching out to Entrata, Inc. Each property has a website that can be logged into from a computer desktop which then provides an area for rent payments via ResidentPay. Please see the website here for the specific property managed by Brookside Properties: ***************************************************. On this website, once you log in, select community which will then show the balance owed and allow you to select Make a payment and insert the requested banking information through the website and on a desktop computer instead of a phone.
  
  Please reach out to Brookside Property Management with any further questions.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21783201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/29/2024

  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 have a hard inquiry on my account from something I dont know about. I was told that you guys do soft pulls and not hard inquiries

  Business Response

  Date: 06/04/2024

  Thank you for contacting Entrata, Inc. Due to the commonality of the name Summer **** we do need further information to ensure we are looking at the correct tenant. Please respond with the apartment name and address that is connected to the hard credit pull, as well as a middle name if you have one. Once we receive this, we can look into the credit pull and respond with further information.

  In general, from time to time we do have individual consumers reach out to us because they do not recognize Resident Verify on their credit reports and assume there has been an unauthorized or fraudulent event. If you applied for housing at an apartment complex around the time of this hard inquiry, it is likely connected to that. Apartment complex managers use software and services provided by Entrata, including background screening services of ResidentVerify. At the time of the application, each applicant signs a Consumer Authorization form, which gives permission for a hard inquiry on their credit.