Complaints
This profile includes complaints for Yardi Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 74 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/01/2024
Type: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.
Hello!
This issue has been going on for a long time and our housing complex management (Trestle Community Mgmt.) has been basically getting ignored about it. We have a 60 - unit group of condos (called "the flats") in our complex (Campen Springs, in Renton, WA) whose water services are billed by Yardi Services on a "historical basis", instead of an actual individual unit usage basis. Trestle Community Mgmt. has tried and tried to reach a resolution with Yardi but nothing ever gets done. Yardi either doesn't ever respond, or they agree to do something and then it never happens. So these homeowners and tenants are never getting billed correctly, no matter how much water they save, or waste. In my unit we've been regularly getting billed around $110.00/month, while our neighbors with the same number of people living there regularly pay around $70.00. My partner is frequently on the road for work, so he isn't even home a lot of the time. Those of us who are attempting to save water are getting penalized for past water wasting, possibly even by someone other than their own household members (if they are new to the complex, or if the historical basis of billing is based on a more general area, instead of the individual unit - no one really knows how that is being calculated...). Part of the problem is that a lot of our water meters are actually not working. Many of them may just need a battery changed, but the tenants or homeowners don't know how to do this, and shouldn't that be the responsibility of the water provider to maintain their equipment???
Could you please help us make Yardi start billing on an equitable basis, based on actual usage? And to help us reach an agreement to fix the meters that aren't working? Or whatever other repairs the meters need. This has gone on far too long!
Thank you very much,
M******* ******
4771 Morris Ave S, Unit T101
Renton, WA 98055
206-407-9760
[email protected]
Business Response
Date: 02/02/2024
Thank you for the opportunity to address this issue. Please note that Yardi Systems, Inc. does not provide utility billing services to properties. However, Yardi's affiliate YES Energy Management does provide billing services to this property. YES Energy's Customer Service team will follow up directly with you to address your concerns.Customer Answer
Date: 02/02/2024
Complaint: 21230215
I am rejecting this response because: This seems to be a kind of shell game between third parties of not accepting responsibility. Yardi's name is listed in the bill's email address, and I'd like this case to stay open until we reach someone who will accept responsibility. In our HOA meetings it is always Yardi's name that is spoken of when discussing this problem, not YES Energy Mgmt.
Regards,
M******* ******Business Response
Date: 02/07/2024
Ms. N*****: Thank you for the additional information. We understand that a representative of YES Energy contacted you directly about your concerns and that this matter is resolved.
Customer Answer
Date: 02/07/2024
2/7/24
To the Better Business Bureau and Yardi Corporation –
I have reviewed the response made by the business in reference to complaint ID 21230215, and find that this resolution is satisfactory to me. I
now understand that Yes Energy Management would have been the correct party to
contact about this matter, and that Yardi doesn't have any immediate responsibility
for our water services. Yardi is the
parent corporation only I believe.
Many
thanks to Franklin Jiron from Yes Energy Management for calling me and
educating me on how that works. I have
also contacted Juan Rodriguez from Trestle Community Management to let him know
about that. I’m hopeful that our HOA, along with Juan, will work with Yes Energy
Management to get the problems identified and repairs made in order to correct our water billing.
Regards,
********
N*****Initial Complaint
Date:01/17/2024
Type: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 vendor has deceptive billing practices. My rent before fees is $1591.00 due on the first of each month. On 12/29 I paid $1,600. On 1/2/2024 I was charged a $159.10 late fee. Rentcafe.com does not publish the fees until the first of each month. Fees published on 1/1/2024 were: $8 trash reimbursement, $27 valet trash, $5 pest control, $10 parcel, $12 amenity fee, $6 utility admin fee (11/2 to 12/1, $10 sewer charge range 11/2 - 12/1, $6.41 water charge range 11/2 - 12/1, $10 water base 11/2 - 12/1), i.e., some are variable not fixed fees. There is no grace period for paying after the first of each month. The late fee is applied on the 2nd of each month. So, even if you've paid the full amount of the rent before the first of each month, if you do not also check the portal on the first of the month to make sure you've paid the newly published fees (some of which are a month in arears which begs the question should/could they have been published before the first of the subsequent, you are subject to a late fee with no grace period. Automated payments are not allowed. Automated payments would allow me to pay the amount billed without concern over late fees and an impact to my credit rating. This process wreaks of taking advantage of renters. I intend to report RentCafe.com to the attorney general's office as well. I'd like a refund of the January late fee charged and confirmation that nothing was reported to the credit bureau. We've never been late on our rent with RentCafe.com until now.Business Response
Date: 01/23/2024
Thank you for the opportunity to respond. Please note that all rental payment processes and fees are established by the property manager at the property where you live. We recommend contacting the property manager to resolve any concerns regarding rent payment or fees. We will work directly with the property manager to make any necessary changes.Customer Answer
Date: 01/24/2024
Complaint: 21141231
I am rejecting this response because: the property manager is not allowing sufficient opportunity to pay the fees on time which results in a late fee. We already reported the issue to the property manager who redirected us to Rentcafe I.e., Yardi. The problem is we can only see the fees due on the first and if not paid on the first the late fee is charged on the 2nd even if you pay more than is normally due before the first. This is deceptive considering most of the fees are for the prior month. If BBB can’t address this which includes Yardi refunding the late fee my next contact is the attorney general’s ofc as tenants are set up for failure with the current process as this is designed for tenants to overpay either via fees or paying more than is due before the first to avoid not paying enough by the first. Someone should look into when is the earliest the variable fees can be published on the portal and if that is before the 1st why is it not published before the first and why is there not a reasonable grace period after the variable fees are published?
Regards,
T**** *******Business Response
Date: 01/25/2024
Thank you for the additional information. We are reviewing the late fee setup internally and will work directly with the property manager to resolve the issue.Initial Complaint
Date:12/21/2023
Type: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 1.5 year resident of Oceanaire Apartment Homes. I have NEVER missed a rent payment since signing my lease in July 2022. Up until this month, December 2023, I have used the same AMEX to pay rent through the resident portal each month.
Unfortunately, fraud was detected on my AMEX in November 2023 so the card was disabled and replaced with a new one....which is what happens when there is fraud...
I used the new AMEX for this months rent successfully as I have done every month since moving in.
JUST last week I was informed that my payments for October and November 2023 were returned due to the fraud detection issue as mentioned above.
Due to the failed payments, I now had an account balance of 7k. I promptly logged into the resident portal to pay off the balance per property manager request. To my surprise, all of my payment accounts were deleted from my profile. I attempted to re add my new AMEX (used successfuly for December), but received a system error notifying me that no credit or debit card payments will be accepted from my profile for this balance and every month moving forward...
I should not be penalized for the rest of my lease regarding a card issue that was out of my control. Please lift this ban and reinstate my payment options so I can pay the balance and proceed with timely rent payments..Customer Answer
Date: 12/21/2023
My hope is the new AMEX used to pay for December 2023 can be stored my account moving forward. I can pay today.Business Response
Date: 12/27/2023
Thank you for the opportunity to respond to this concern. Please contact your property management company for help saving your payment methods.Initial Complaint
Date:11/22/2023
Type: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.
Rent Cafe keeps sending me the exact same emails over and over and over again. It's absurd. I have 30 exact copies of the same topic. I then have 25 exact copies of the next topic and so on. I have hundreds of emails regarding 12-15 topics. They come daily. The same incessant emails constantly. I've reached out to them to cease and desist. Alas, to no avail. Please make them stop. It's driving me crazy. The redundancy is mind boggling. I can't take it anymore. Again, please make them stop. Just in case, I have every email sent from Rent Cafe since they started with this 21st century harassment. The attached screenshots are barely the tip of the proverbial iceberg. Again, I have hundreds.Business Response
Date: 11/29/2023
Thank you for the opportunity to respond to your concerns. After investigation, we determined that the emails you are receiving through RentCafe are being sent by your property manager, not by RentCafe or Yardi Systems, Inc. We have notified your property manager about your complaint, and we recommend that you reach out to your property manager directly with any further concerns.
Customer Answer
Date: 11/30/2023
I have reviewed the response made by the business in reference to complaint ID 20903047, and find that this resolution is satisfactory to me.
Regards,
J***** *****Initial Complaint
Date:10/26/2023
Type: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 was on cintimha resident portal, 3 weeks ago, my info was changed on the portal, now I can't get into portal , I called rent cafe yardi software they can't help? I called his home but or sell , they can't help? I want to get back in portal they say call Robin Ligon property manager? mail box full for 3 months ? I contacted cintimha sent me to legal dept , they can't help ,but the can help themselves in the resident portal,I am trying to find out why? why can they change my personal in ,remove me from wait-list keep me on other and I have not did many of these applications ,so why do they have the power to change my info?they added "E" to my name income change to more, now blocking me from the resident portal as I never knew how they added anything to this portal, I have data breaches letters ,so it's ok for them to change my things? call fair housing and sent me to a mail box ,when I'm trying to look at the portal as cintimha did not have my email I never used for the portal at that time feb2023 is when I found out and asked how did they get the email?I want to get in portal as it's my right and change the wrong info so why I can't ? called HUD ,homes yardi software and rent cafe called property manager Robin Ligon from cintimha and he mailbox is full.i need answers asap..Business Response
Date: 10/31/2023
Thank you for the opportunity to address your concerns. The RentCafe team will contact the property manager directly to notify them of your concerns and help them answer your questions. Your property manager should then be in touch with you directly to help you access your account.Initial Complaint
Date:10/12/2023
Type: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 September 27 I attempted to create a resident account under my name & was unable to create an account because it says I have an account already. I have never signed up for your services so I want to know why do I have an account with you already?
Why am I trying to access the account that's in my name, & email address through your RentCafe site, & RentCafe will not send me a return email to update my password. If this is MY ACCOUNT I'M SUPPOSED TO BE ABLE TO RESET MY PASSWORD USING MY EMAIL ADDRESS. BUT RentCafe will not respond to my request to change the password.
What type of FRAUD IS GOING ON HERE?Business Response
Date: 10/13/2023
Thank you for the opportunity to respond to this complaint. We recommend that you contact your property management team directly for help accessing your account because they are trained to help in such situations. We will also let your property management team know that you need assistance with your account. If they are not able to assist, they have a more direct way of reaching the RentCafe support teams for further assistance.Customer Answer
Date: 10/13/2023
Complaint: 20729655
I am rejecting this response because: I contacted my Property Management Company SafeHarbor, & spoke with Darrell Martin on September 29th concerning this Fraud incident involving my name associated with another property. I also tried to open & change the password on the Fraud account created in my name & email address & didn't receive an email response back from RentCafe. Please do not throw this issue back on property management when this issue is RentCafe responsibility. Please delete the fraudulent account in my name.
Regards,
S******* **********Business Response
Date: 10/17/2023
Thank you for the additional information. After further investigation, it appears there was an existing registration from July 2023 in connection with a potential application to a different property that used RentCafe. Our team is working directly with your property manager to resolve your account access. The property manager should be in touch with you directly.
Initial Complaint
Date:10/02/2023
Type: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 was sent a link to create a resident account thru rent cafe. I had to create an email because rent cafe rejected the email I regularly use as already existing. I created the email and then registered the account with rent cafe since I have been unable to access the resident portal thru rent cafe but the rental company has sent me multiple emails using that email address. Which I did not give them. I only used that email to create the açcount. I have contacted the management company multiple times to fix the issue they do not respond I have contacted rent cafe they have no valid phone number where you can speak to a live person i have sent multiple messages and receive no response. I have logged on to the resident portal directly thru rent cafe and still cannot access my account. There is no way to speak to anyone at rent cafe to correct the issue and they do not respond to emails. I tried changing my password with rent cafe and the link they sent to change the password does not work. I believe this is being done so I will not have access to my residence account to be able to see incorrect information being added by the rental company and dispute it. If the rental company is using rent cafe they should not have the capability to lock the residents out of their accounts.Business Response
Date: 10/05/2023
Thank you for the opportunity to address your concerns. A team member will contact you directly to help you update your contact information in RentCafe.Customer Answer
Date: 10/05/2023
Complaint: 20678346
I am rejecting this response because: the issue still has not been fixedThe agency that created the program is not assisting in fixing the issue so I can log into my account and rent cafe has not fixed the issue. I am locked out of the account still and the issue is not me creating an account or deleting an account I already have an account and cannot log in
Regards,
Q***** *******Business Response
Date: 10/09/2023
Thank you for the additional information. We understand that our team was able to contact you directly to resolve your concern. Please do not hesitate to contact us if you have any further questions.Initial Complaint
Date:09/14/2023
Type: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 reside in Rhode Island and had never heard of Yardi Systems till I attempted to do my taxes and received a 1099 from this company for $79,000 ??How can I possibly owe that kind of money to a company I’ve never heard of, and then when I try to call none answers.Business Response
Date: 09/15/2023
We are reviewing this issue and our team will reach out to Ms. F****** directly to resolve her concerns. We apologize for any inconvenience this has caused.Initial Complaint
Date:08/04/2023
Type: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 Glenmark Apartments in Gautier, Mississippi. I went online April 1, 2023 and paid my rent (650.95) like usual through Rent Cafe. 3 days later I got an email from my landlord stating that my rent payment bounced for some reason. I checked my bank, the funds were there ,and the rent payment had not been taken out. No big deal. I paid my rent, however, I was charged $685.00. I assumed it was a late fee, went to check online and found out it was an NSF charge. I was out of town and could not contest this amount in person but I was wrongfully charged when I had sufficient funds in my bank account. I spoke to my landlord in person on April 28, 2023 and was told that the NSF charge was from my bank. I contacted my bank, told them the situation, and a dispute for the NSF charge was opened. I was given a PROVISIONAL CREDIT while the dispute was being investigated and no payments were reversed or stopped. I came to find out the NSF charge was not from my bank and was from Rent Cafe. My bank mistakenly disputed the rent payment ($650.95) instead of the NSF fee($35). The rent payment was reversed 2 months later (June 18, 2023) without my knowledge and I was threatened with eviction. The bank's mistakes are a whole other issue, however, the merchant (Rent Cafe, Glenmark, Yardi, whoever) refused to respond to the bank's payment dispute, forcing the bank to close the dispute with no resolution, leaving my rent balance in the negative and me "owing" Rent Cafe the rent payment (650.95) from way back in April that I paid already. My questions are: WHY DIDN'T THIS MERCHANT RESPOND TO THE DISPUTE? WHY DID RENT CAFE RETURN MY RENT PAYMENT AND CHARGE ME AN NSF WHEN I HAD SUFFICIENT FUNDS IN MY ACCOUNT in the first place?? WHEN THE RENT PAYMENT WAS REVERSED WHY DID THEY NOT RESPOND TO MY BANK AND RESOLVE THIS WHOLE ISSUE? WHY AM I BEING FORCED TO PAY DUPLICATE RENT PAYMENTS WHEN ALL I WAS DISPUTING WAS THE NSF CHARGE? WHY DO I STILL NOT HAVE AN ANSWER TO ANYTHING I DISPUTED??Business Response
Date: 08/08/2023
Thank you for the opportunity to respond to your concerns, and we understand your frustration with the payment dispute process. We reviewed the complaint and investigated the payment history internally. However, the payment options and charges are controlled by the property management company and the bank, not by RentCafe, and we are not able to determine how the charge was disputed. We will share this concern with the property management company and ask them to communicate directly with you.Customer Answer
Date: 08/09/2023
I am rejecting this response because:Due to newfound information, I am now well informed on the dispute process and what has occurred in relation to this matter. Originally, I was led to believe that this matter was strictly between Yardi Systems Inc./RentCafe, and my bank, but I now know different and further action with the responsible parties are being taken. Thank you for your response and assistance in the matter of my original complaint. However, my reasoning for rejecting this response is to get an explanation from you for how and why Yardi/RentCafe generates payments the way they do. If a payment is made with the wrong payment method, insufficient funds etc. why does it take 3 to 4 days for it to be returned back to the resident or to show up in the system that the payment was not accepted? Why is it not automatically declined or kicked back?? When this occurs, a receipt confirmation for the payment is sent to the resident and the resident has a 0 balance for 3 to 4 days making it seem as though the rent payment was accepted deeming it impossible to rectify any wrongs with the payment. It is extremely misleading. Once the balance is 0, nothing else can be done or fixed UNTIL the payment is returned with extra fees tacked on (late fees, NSF charges etc.), leaving the resident no choice but to wait for a returned payment, pay the balance with extra fees, get penalized for NOT paying the extra fees, and no options to correct a payment immediately.This is unfair to residents who attempt to pay their rent on time but for some reason, due the human error or systematic problems, their rent payment doesn’t go through and they are not notified or cannot fix it until days later. A detailed response to why the RentCafe system operates this way would be greatly appreciated.
Regards,
C**** ********Business Response
Date: 08/11/2023
Thank you for the opportunity to further address your concerns. Payment processing times vary depending on the form of the payment, the date of the payment, and banking hours. Typically, ACH payments are not processed in real time and can take 1-2 business days to reflect in your bank account. For additional information about how payments are processed, please visit the “Payments” section of your property’s RentCafe website.Customer Answer
Date: 08/11/2023
I have reviewed the response made by the business in reference to complaint ID 20420502, and find that this resolution is satisfactory to me.
The rental property manager of Glenmark Apartments, Gautier, MS is Cypress Communities and they still have NOT officially responded to this complaint as of August 11, 2023. Thank you Yardi Systems Inc/RentCafe for the information and your assistance!
Regards,
C**** ********Initial Complaint
Date:07/19/2023
Type: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.
Yardi Systems was contracted to distribute Rent Relief Assistance funds by the Federal government, to help Americans needing support from the Pandemic Relief legislation. I'm a landlord who received $8,100 in Rent Relief Assistance after my tenant was delinquent paying rent during the Covid pandemic. The $8,100 was direct deposited into my checking account. I reported the deposit of those funds on my 2022 Federal Tax return. The IRS contacted me, informing me that Yardi Systems sent them a report of having deposited $81,000, not $8,100. For several days I've been attempting to reach someone, anyone at Yardi Systems. I've left multiple messages in multiple voice mail boxes. No one has returned my call. This is an EXTREMELY SERIOUS matter and needs correction IMMEDIATELY, but I can't get through to anyone. HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! My next stop will be to contact my Congressional Representative or Senator in Washington. I presume this issue is the result of an innocent data processing error, but since no one seems willing to get back to me, I'm been wondering how many other similar errors there've been in regards to the distribution of the Rent Relief Funds. There have been lots of Pandemic Relief Funds that never reached the people most in need. If Yardi has been a totally up-and-up company, let someone get back to me so we can work on getting this issue corrected. Or they can just send me the remaining $72,900 they already reported to the IRS, as having been deposited into my account. I'd be just fine with paying the appropriate taxes.
I**** **********Business Response
Date: 07/24/2023
We appreciate the frustration raised. A Yardi employee will reach out directly to Ms. B********* in order to look into the matter in more detail.Customer Answer
Date: 07/24/2023
I have reviewed the response made by the business in reference to complaint ID 20346039, and find that this resolution is satisfactory to me.
Regards,
I**** **********
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