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: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.

• 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.

  Entrata performed a credit inquiry on my account without permission on 09/29. The hard inquiry was for resident verify for an apartment I have moved out for over 2 years and I have never re-applied. I talked to that apartment, they mentioned they didn't see anything as well. When checked with Experian, they said I need to talk to Entrata to withdraw the inquiry. I have sent an email on 09/29 for additional info. But got no response from them. After reading many reviews it looks as though this company has a history of running these unauthorized inquiries.

  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.

  Customer Answer

  Date: 10/16/2023

  
  
  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: 10/19/2023

  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. 

• Initial Complaint

  Date:09/21/2023

  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.

  Hard inquiry that I never made and its on my reports

  Business Response

  Date: 10/16/2023

  Thank you for reaching out to Entrata. ****************** electronically signed the Consumer Authorization form in connection with his interest in renting an apartment at *************. 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.

• Initial Complaint

  Date:07/17/2023

  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 applied for and apartment with a guarantor over two weeks ago and it still says pending for background information for the guarantor. Everything else has been processed. I am in the process of relocating (leaving this week) and have no information regard housing. I would like this resolved either to understand what is delaying this process or so an answer can be provided by the property. Please help resolve this issue. I need help to finish these screenings processing. I called your company and they advised to contact the property which I have several times and they are not able to provide any information as this part is done by you as the third party. Please help, we leave at the end of this week 21 July 2023!!

  Business Response

  Date: 08/01/2023

  Thank you for reaching out to Entrata. The mentioned screening was completed on the 21st. There was an error on the co-applicant's screening that was not allowing the eviction portion to process, however, our vendor was able to clear it on the 21st of July. The property has since removed the co-applicant and the applicant has been denied due to inaccurate and incorrect information. Please reach out to the property for further information. Thank you.
  
  

• Initial Complaint

  Date:04/25/2023

  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 have no idea who this company is but they had no issue pulling $25 out of my account via direct debit. I never authorized this transaction, or set it up. I have no idea how they accessed my account numbers in order to pull the money out but this is shady. I work hard for my money and I shouldnt have to worry about losing it to people I dont even know.

  Business Response

  Date: 04/28/2023

  Thank you for reaching out. We would be happy to look up why this $25 direct debit pull happened and give you more information on it. However, in order to do so we do need more information such as the date this charge happened. Please email ******************************** with the date and time this occurred, and we would be happy to give more information on this charge.
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  On Easter Sunday, 4/9/2023 I noticed a charge from this company for $1,146.95 that I did not authorize. I have no idea what this is for and demand a refund from this company as it is FRAUD. I did not give them or any other company authorization to charge my card this amount of money. It is called ETT*Melbournerent. I do not rent ANYTHING nor have I applied for any type of credit or rent etc... I am seeking assistance from the BBB to help me get this company to refund my money and I demand to know where they obtained my card information and why the put through this charge. I am also filing a complaint on the CFPB website and AG for the State of Texas. After reviewing all of the complaints against this company they are severe in nature and this company needs to be investigated and fined severely or put out of business for their illegal activities and compliance violations.

  Business Response

  Date: 04/20/2023

  Thank you for reaching out. Entrata is a third-party payment processor for the multi-family housing industry. The card was entered into our system by a resident to make an online rental payment. Due to privacy regulations, we are unfortunately unable to provide any information regarding the individual using the account or the property that received the funds without a subpoena or warrant. That documentation can be sent to our legal department at [email protected]. To have the payment returned, you will need to file an Affidavit of Fraud with your bank if you did not give anyone permission to use the account, which we recommend you do as soon as possible. You might also consider reaching out to Experian and the other credit bureaus to report possible identify theft. We are unfortunately unable to initiate the return, it must occur on the bank’s end. We do apologize for the inconvenience. 
  
  

• Initial Complaint

  Date:03/23/2023

  Type:Order 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 and apartment 17 days ago and it still says waiting for the courts. Everything else has been approved. I never been evicted and make good money. I love the apartment and scheduled to move in very soon. I called the courts and no enquiry has been made as far as they can ascertain. Its 15 $ for court to pull formal record or you can just call for free and they tell you over the phone. Please help resolve this issue . I love the apartment and need help to finish these screenings processing. I called your company they cant do anything because its still pending and the leasing agent has called you 8 times . The promised done by today but still not done.

  Business Response

  Date: 03/31/2023

  Thank you for reaching out. We understand the urgency for wanting approval for housing. We were waiting on ******** search to get back to us. They got back to ** on the 23rd and as such your screening was completed that same day. Last we checked there is a lease generated and waiting for signature that the property has generated.
  
  

• 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.

  Entrata ***** Performed a credit inquiry on my account without permission. When called the facility they stated that they are just a software company and I would need to file a complaint with the credit bureau. After reading many reviews it looks as though this company has a history of running these fraud reports. Which is Fraud.

  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. 
  
  

  Customer Answer

  Date: 03/29/2023

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