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:04/30/2024

  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 put a hard request on my credit and I never filled out any credit applications with them. total fruad!

  Business Response

  Date: 05/14/2024

  Thank you for contacting Entrata, Inc. *********************** filled out an application for an apartment lease at ********** at *************, located at *****************************************. 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 in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted.
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  On 3/10/24 my credit report shows an inquiry. I was advised it would be a soft credit check and would not affect my credit. I have an email from the leasing office confirming it would only be sa soft check. This has affected credit rating. It needs yo be removed ASAP.

  Business Response

  Date: 04/30/2024

  Thank you for contacting Entrata, Inc. Ms. or ************* was listed as guarantor on an application for an apartment lease at ***********-Five located at *******************************************. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 
  Ms./************* 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:04/17/2024

  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 am not liable for this debt with RESIDENT VERIFY. I do not have contract with collection system

  Business Response

  Date: 04/30/2024

  Thank you for reaching out to Entrata, Inc. We have looked through our system for this error, and have found that we have no screenings, calls, or information connected to ********************** or the address given. Please call our consumer line at ************ with any further questions.

• Initial Complaint

  Date:04/06/2024

  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 stood as a guarantor for my niece at Sol at West Village in Davis California. I understand that they would do a credit check but never knew they would deduct as high as 41 points off my credit as if l was requesting a mortgage loan. I was surprised that Experian reported a 41 points of my credit when TransUnion took 5 points only. My questions are, is this a credit loan to a 19 year old girl that would now mess up my credit as a guarantor? Is Entrata responsible for the rental payment? The girl was only given a room so why this hard pull? I reached out to Experian, they referred me to Entrata. This is the greatest scam l have ever seen if this is the way Entrata treat School Children to leasing a rooms from them. I believe they are taking advantage of the student and should be stopped. Credit for student shouldn't be more that 5 points. I hope they didn't run a full background check on me.

  Business Response

  Date: 04/30/2024

  Thank you for contacting Entrata, Inc. **** **** filled out an application for an apartment lease at Sol at West Village in California.. 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 in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted. 

• Initial Complaint

  Date:04/02/2024

  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.

  Issue 1 rent is a monthly item, yet, you will receive 2 to 3 different billings a month and they are all due within x days from receipt. I pay the rent only to get a notice there is a new charge that was added after the Deadline for Rent Payments. They will have the same billing description multiple times on one bill...water, water, water use??? Water for 1 person living in a 1 bedroom apt without washer is at least $75 a month??? I know people with multi party homes and they aren't paying that much a month. Then there is the demand you pay for "conveniences" like a third party vendor to receive your mail - they don't allow delivery to your door, require the delivery party put it in their lockers, they only send notices it is there through emails and charge $5 daily for any time after 3 days of delivery? Item 2 The complex changed to Entrata for rent payments - you can only pay direct if you go through their link to another 3rd party vendor and sign into your bank account through their system - all while insisting you grant permission for all access and take full responsibility for the safety of your account, advising they will release data to their 3rd party entities which will include bank info, address, dob etc. but not telling you who the 3rd party entity is??? Item 3 Now I am applying for a new place and they use Entrata, they insist you have to verify your income through Entrata by signing into your Bank Account through THEIR system. It is 2024, there is identify theft, there are countless scams to attack bank accounts and data breaches reported by Fortune 500 companies daily - how is it legal to demand I sign into my Bank Account thru their system providing them with the full log in - password and all to my bank account(s)???? Surely they can't refuse to rent to you if you don't provide them with your Bank Account Password and sign on id. I would gladly provide a statement but, sign in thru their system - can't be legal.

  Business Response

  Date: 05/14/2024

  Thank you for reaching out to Entrata, Inc. This complaint cannot be responded to or helped via email. Please call our consumer line at ************ for further assistance and complaints. 

• Initial Complaint

  Date:03/07/2024

  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 applied for an apartment with RISE at State College in State College, Pennsylvania and I was denied due to a false criminal record from a background check by ResidentVerify. On March 7th, 2023, I received correspondence from RISE at State College on behalf of ResidentVerify stating that ResidentVerify uncovered a criminal record in my name. I called ResidentVerify and ResidentVerify falsely stated that I have a criminal record from 2023 in North Carolina, despite not being in North Carolina in 2023. However, I do not have a criminal record, and had have verified with another background check company called National Tenant Network that I do not have a criminal record. ResidentVerify opened a dispute, to which I provided documents from National Tenant Network stating that I have no criminal record, and my FBI background check, in addition to a screenshot from North Carolina's court record search stating that I have no criminal record.

  Business Response

  Date: 03/25/2024

  Hello ********,
  
  Pursuant to your request, Resident Verify, LLC. (“ResidentVerify”) has initiated a dispute on your behalf concerning the criminal record(s) information contained in your consumer report. We have forwarded all of the information you provided to Resident Verify’s furnisher of information, and received the following results:
  The disputed information is reporting accurately at this time.
  The record will remain on your Consumer Report.
  For further information, you may contact NORTH CAROLINA - ALAMANCE.

  
  As such, your dispute #****** is complete and now closed.
  Additionally, we have provided Rise at State College with a report reflecting the results outlined herein. Please keep in mind that this report may or may not have impacted the screening decision as it is based on the property's corporate office criteria.
  You will receive a separate email within the next 24 hours with a link to the consumer report, and a copy of your "Summary of Rights" under the federal Fair Credit Reporting Act. In order to protect your privacy, the report is encrypted, and an additional email will follow with instructions for accessing your report.
  Should you have any questions or concerns, please do not hesitate to contact ResidentVerify at ###-###-####.
  
  Thank you,

• Initial Complaint

  Date:03/04/2024

  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.

  Entrata is unable to find documents relating to a $25 unauthorized charge. Apartment Complex using entrata software has no way of finding billing information related to this although its stated as a Business to Business transaction on my bank statement. Also states PS BILLING XXXXXX XXXXXXXX details can be provided if Entrata reaches out for a resolution. I do not use Entrata software for bill or rent payments only time I have had to use Entrata related software was when applying for a property that I did not move into.

  Business Response

  Date: 05/14/2024

  Thank you for reaching out to Entrata, Inc. ************** gave a billing number that was blocked by BBB and  we cannot look it up. Please call our consumer line at ************ for further assistance.

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21383602
  
  I am rejecting this response because: I have already called Entrata and they are unable to find details related to this complaint. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2024

  Hello, thank you for reaching out to Entrata, Inc. Our record shows there were insufficient funds for the application for the ********** Apartments II, which prompted the fee of $25 listed in the documents signed. However, we also show the funds weren't available for the $25 fee which Entrata, *** tried to gather 3 different times with no success. We have not pulled any money from the bank account of **************. 

• Initial Complaint

  Date:02/22/2024

  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.

  They never take my rent payment in time and then when they wait forever to take it, want to charge me $30 for returned fees because they didn't take it when it was sent to them. They charge no matter what way you pay. STOP waiting 3 days to take the money.

  Business Response

  Date: 05/29/2024

  Thank you for reaching out to Entrata, Inc.  Entrata does charge a $25 due to a payment being returned as referenced below, but does not charge a $30 fee in its processes. Please contact your leasing office for additional details on the $30 charge.

  
  

  In the terms and conditions you accepted, 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.

• Initial Complaint

  Date:01/29/2024

  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've fallen victim to identity theft, with unauthorized transactions and suspicious activities tied to my identity. While I've filed a police report, I seek assistance in resolving this issue. My goal is to recover financial losses, clear my name, and I'm reaching out for support in removing this inquiry from my credit report. Your assistance in this matter would be greatly appreciated. -------------------------------- RESIDENT VERIFY Inquired on Sep 23, 2022

  Business Response

  Date: 02/20/2024

  - Thank you for contacting Entrata, Inc. Mr. ****** filled out an application for an apartment lease at Ascent Peachtree located at *** ********* ****** ***. Atlanta Georgia 30303. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including credit checks and background screening services of ResidentVerify. 

  Mr. ****** signed a screening authorization and rights form in which it stated there would be a credit check to ensure the application could be completed and accepted. 

• Initial Complaint

  Date:01/08/2024

  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.

  My information might have been impacted by the ************ breach. I want Resident Verify (reported on 7/31/2023)- hard inquiry, removed from my credit report.

  Business Response

  Date: 01/19/2024

  Thank you for contacting Entrata, Inc. ************************* filled out an application for an apartment lease at ******************************************************. 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 in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted.