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:01/05/2024

  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 looked up my credit without permission, dropped my credit score. This is a scam!!

  Business Response

  Date: 01/19/2024

  Thank you for contacting Entrata, Inc. *********************** was listed as guarantor for a ************************* who 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 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:12/22/2023

  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.

  I received notice from Experian that Entrata Resident Verify access my credit report on or around 12/8/2023. I did not authorize this transaction and I would like to find out who used my information and provided it to Entrata that then caused them to access my credit report. This is fraudulent activity and I did not authorize this transaction. I need to know who used my name and information and exactly what the purpose was in access my credit report. Thank you

  Business Response

  Date: 01/04/2024

  Thank you for contacting Entrata, Inc. Ms/*************** filled out an application for an apartment lease 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. 
  Ms./*************** 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:12/11/2023

  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.

  I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this inquiry from my credit report. Please help me in this matter. RESIDENT VERIFY 05/04/2023.

  Business Response

  Date: 01/19/2024

  Thank you for reaching out to Entrata, Inc. Through the search of our database, we have no record matching the information given. Entrata, Inc. cannot dispute inquiries on a consumer’s behalf when they are related to identity theft, please reach out to Experian to correct the issue. Their number is ###-###-####. 

• Initial Complaint

  Date:12/06/2023

  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 October 27th 2023, Entrata *** got a copy of my credit report. I have never had any dealings with this company. It is now on my credit report as a hard inquiry even though I have never heard with or consented to a credit check of any kind. Credit bureaus cannot remove it they said to contact the company directly. I contacted the company and got hung up on.

  Business Response

  Date: 12/19/2023

  Thank you for contacting Entrata, Inc. ************* filled out an application for an apartment lease at ************************************* in *******, **. 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 to ensure the application could be completed and accepted. 
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20967220
  
  I am rejecting this response because: I am not even a Mrs. I have never filled out anything for a place in ******* or had any contact prior to this with your company. You are accepting fraudulent documentation then you need to do better. That is not me and I want it removed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/19/2023

  We were given such little information, and we had only one *********************** in our system that showed a credit pull for October 27, 2023. Please give us an address, full name, and phone number so we can better do our search. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20967220
  
  I am rejecting this response because: this seems to be a scheme that includes identity fraud. That is the day it was pulled. My phone number is ************** and my address is *****************************************************************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/21/2023

  Hello, we have searched our database and have no screenings associated with the information given. However, we have seen this issue before, and have found that Experian is typically the culprit. Please call our ************* at ************ and ask for ***************************. She will gather the needed information and call Experian directly to get things cleared up. 

• Initial Complaint

  Date:11/21/2023

  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.

  My apartment complex uses Entrata for a third party vendor to bill water. Entrata decided to randomly start charging these base fees plus consumption. The meter amounts reported on each bill does not even match my submeter in the slightest. They're so different, they look made up. They're saying two people who are only at the apartment for 10 hours a night (7hours is sleeping) and maybe 8 (awake) hours on the weekend use 10,000 gallons of water. Our bill was $70 give or take a few dollars, started jumping up out of nowhere to $250-$350. Apartment changes submeter and bill goes back down to $70 even though the meter numbers reported on the bill aren't the same. Refuses to correct the billing, give a credit, or refund for the over charges. Still tells us it's due to base fees and consumption even though water usage habits never changed the whole time. If they did change, it should change in a positive manner due to us using less water, since we travel frequently.

  Business Response

  Date: 05/14/2024

  Thank you for reaching out to Entrata, Inc. While Entrata lists the billing on the payment application used, the listing and billing for utilities are handled by the property management company. Please reach out to ******** at ***************. **************** for further requests.

• 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.

  On 12 October, 2023 Entrata ran an unauthorized credit check on me. I have had NO business dealings with them and there was no reason for a credit report. This company is clearly dealing in fraud and they need to be prosecuted.

  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. 
  

  Customer Answer

  Date: 11/29/2023

   
  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,
  
  *************************

• 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.

  I reside at ******* Apartments, **********, **, a property under **************************************************************************************). Entrata provides software and the web-interface called the Residential Portal for the property management. Recently, unauthorized charges were added to my balance in that Portal. *** claims they have sent me notifications regarding my insurance using the relay-email system in the portal; however, I have not received any notifications, neither in the Portal nor in my standard email. Further, I have uploaded my insurance renewal *timely*, before expiration. To address the issue, the community director explained that in addition to her corporate (standard) email account, she uses the relay system through the resident portal. While I was in her office, she sent a test relay-email to my laptop, and that test email did not show up, neither in my resident portal, nor in my standard email; she saw directly on my laptop that no delivery was 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. 
  

  
  

  Customer Answer

  Date: 11/09/2023

   
  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.

• 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.