Complaints

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:12/30/2024

  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.

  I HAVE LIVED AT A PROPERTY FOR 9 MONTHS AND PAID ALL MY RENT ON TIME AND NEVER HAD ANY ISSUE WITH CLICK PAY UNTIL TODAY I WENT TO MAKE MY MONTLY RENT AND IT NOW SAYS PAYMENTS NOT ALLOWED ON MY ACCOUNT. THIS RESTRICTION NEEDS REMOVED IMMEDIATALY. THE PROPERTY LANDLORD SAID THIS IS A ERROR ON CLICK PAYS PART AND THIS RESTRICTION NEEDS REMOVED ASAP. ClickPay ID: **********
  
  Pay Now
  Payments not accepting
  Not accepting
  **** * **** ****** ****** ****
  Fort Lauderdale, FL ***** *********)
  View My Statement
  View My Statement
  Fee Chart
  Amount Due
  $3,236.65
  $3,223.43 on 11/29/2024
  Fee chart
  1/1/2025 - Pest Control: $5.00
  1/1/2025 - Sewer Allocation: $31.28
  1/1/2025 - Trash: $25.00
  1/1/2025 - Util Billing Fee Not Water/Sewer: $5.00
  1/1/2025 - Water Allocation: $39.37
  1/1/2025 - Rent-Lease Charges: $3,131.00

  Business Response

  Date: 01/06/2025

  Clickpay/RealPage is a contracted third-party payment processer servicing the property management industry. The complaintant's property management company placed a restriction on the complaintant's Clickpay account. Clickpay/RealPage does not control or remove the restrictions that are placed by the property management company. It appears the restriction was removed and the complaintant made a payment on 1/2/25. If there is still an issue, the complaintant will need to work with their property manager to resolve.

  Customer Answer

  Date: 01/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ****** *******

• Initial Complaint

  Date:10/04/2024

  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.

  On October 4, 2024, I was using ClickPay to pay an housing application fee, and the charge was $35 They charged a $23 service fee for paying with a credit card.I didnt see anything telling me that this would be done before I clicked submit.This should be outlawed and they should be sued.

  Business Response

  Date: 10/09/2024

  RealPage/Clickpay is a contracted third-party payment processer servicing the property management industry. RealPage/Clickapy offers credit card, ACH, and other payment options to the apartment communities it contracts with. RealPage/Clickpay is required to adhere to the various card brand rules as well as the ACH rules governed by NACHA. Visa has a rule requiring that the fee associated with the transaction be “Fixed and Flat” unlike the other card brands that utilize a percentage-based fee. The Visa Core Rule Requirements states in part that RealPage is required to apply a fixed and flat fee amount regardless of the amount of the payment due." Visa is the only card brand that has this provision. Since RealPage/Clickpay Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. As a one-time courtesy a refund has been submitted for the fee amount. We encourage the complainant to use either ACH or a non-Visa card for payment of non-rent fees to avoid the high fee amount associated with Visa’s Fixed and Flat requirement.

• Initial Complaint

  Date:09/03/2024

  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.

  Clickpay , an automated payment system used by residential organizations, like condos and co-ops for monthly maintenance fee transactions, just began to charge $3.00 per transaction, I began using CLICKPAY after a payment by check that I mailed to my co-op was stolen and money was stolen from my checking account . I use **************** to transfer money from a checking account to the co-op, condo etc. until this month was FREE. Supposedly the fee is only for one-time payments, not for automated payments. According to THEIR email, I have an automated account:Greetings. Today is 08/31/2024 and this is your requested automated payment reminder for property: ************************************************************Please disregard this automated email if you have already made your payment or if you have no payment due currently.THIS FEE IS PREDATORY . Are there any guidelines for fees that these companies can charge?

  Business Response

  Date: 09/12/2024

  Clickpay/Realpage is a third-party payment processor that processes payments for property management companies. Beginning June 2024, FirstService Residential residents that make a one-time echeck payment in the Clickpay portal will be assessed a $3.00 fee per echeck transaction. The complaintant had not setup autopay in their Clickpay portal. The email the complaintant received was only a reminder that their payment was due.Clickpay/******** adheres to all Nacha (the governing body of ACH processing) and the credit card brand rules. To avoid the one-time ACH fee, the complainant is encouraged to use one of the other payment options, such as paying by physical check, online bill pay through their personal banking service, or schedule autopay via ACH/echeck payments in their Clickpay portal. As a one-time courtesy a refund will be mailed to the complainant.

• Initial Complaint

  Date:09/03/2024

  Type:Sales and Advertising 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.

  Website keeps giving me log in issue. Clicking log in sends me to password reset. Password reset does not send recovery email to email on account. Unable to create a support ticket because there is an error when entering my phone number (which is for some reason mandatory) . No phone number format is shown to guide and none of the known format work. Calling them by phone keeps telling me that my estimated wait time is less than 35 minutes after 40 minutes of being on hold.

  Business Response

  Date: 09/05/2024

  Clickpay/Realpage is a third party payment processor that processes payments for property management companies. We have contacted the complainant and addressed the concerns. This complaint has been resolved. 

• 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.

  Clickpay charges $250 fees for credit card users paying rent. This information is shared with users in small print, and no warnings are given before payment is processed. When customers request the ability to repay without credit card, they are denied. When we fight the charge via our bank, our access to future payments is revoked. I have tried talking to multiple people to address this issue and pay my rent. Clickpay has refused in all cases so far. I accuse Clickpay of deceitful business practices because they hide unusually high fees from customers as a way to make extra profits beyond the proclaimed product price, the price of monthly rent.

  Business Response

  Date: 05/02/2024

  Clickpay/Realpage is a contracted third-party payment processor facilitating payment processing for property management companies. As a payment processor Clickpay/RealPage is required to adhere to the card brand.**** has a rule requiring that the fee associated with the transaction be Fixed and Flat unlike the other card brands that utilize a percentage-based fee. Since RealPage Payments typically processes rent payments, the fixed and flat fee is calculated based on the monthly lease amount. A non **** card or ACH payment method will not incur a flat fee, instead a percentage of the total amount is applied. When the complainant paid using a **** card, a flat fee of $295 was assessed. The fee disclosure can be found on the fee chart under the "pay now" tab within the complainant's Clickpay portal.  Additionally, the fee is displayed on the payment authorization screen prior to clicking yes or no.When a chargeback is received it is Clickpays standard procedure to disable online payments however the complainants property management company can submit a request to Clickpay Support to re-enable the online payment option.The complainant can reach out to their property management company for assistance. 

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Clickpay was paid $628.73 from ************************* Discover Card account on 10/10/2023. Discover sent a letter to Clickpay via email confirming that payment was made. Clickpay was supposed to pay $628.73 to ***************** ********************* for monthly *************** on ****** property- ******************************************************************************. Clickpay did not pay the *************** and claims Discover Card never sent them $628.73. Discover Card has confirmed they made that payment to Clickpay and have proven the transfer of funds. ***** is seeking a refund from Clickpay in the amount of $628.73. ***** has made multiple attempts to resolve this issue with Clickpay just to be hung up on over the phone.

  Business Response

  Date: 04/02/2024

  Clickpay/Realpage is a third party payment processor that processes payments for property management companies. Clickpay/Realpage received the complainants Discover chargeback case. Clickpay/Realpage followed the credit card chargeback process and as a result, the funds were taken from the *** and credited to the cardholders Discover card. According to the Discover chargeback case history, Clickpay/Realpage has not received the chargeback reversal of $628.73 from Discover.  We encourage the complainant to contact the phone number on the back of their Discover card for assistance with the chargeback reversal.

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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 was sent email saying I had an outstanding bill of *******. That there had been an issue with my credit card company and that even though I had paid my monthly rent the transaction did not go through. The problem with this is that I did not use a credit card. I used direct transfer from my bank account. This is at worst fraud and best incompetent. The total the came up with was not broken down as to when the problems occurred just between 30 Jan 23 and 19 Oct 23.

  Business Response

  Date: 01/22/2024

  We have researched this matter and Clickpay/Realpage has communicated with the complainant to resolve this complaint directly with the complainant. 

  Customer Answer

  Date: 01/25/2024

  
  Complaint: 21159073
  
  I am rejecting this response because: ******* said they would follow up from me after transferring me to another department and no one ever did.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 02/02/2024

  The complaint was routed to the ************** team at Clickpay/Realpage. The complainant was sent an email from ************** on 1/19/24. The ************** team reached out yesterday, 2/1/24 to follow up with the complainant.

  Business Response

  Date: 02/06/2024

  The complaint was routed to the ************** team at Clickpay/Realpage. The complainant was sent an email from ************** on 1/19/24. The ************** team reached out on 2/1/24 to follow up with the complainant.

• Initial Complaint

  Date:12/28/2023

  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.

  URGENT I NEED CLICK PAY TO UNBLOCK MY ACCOUNT TO MAKE MY RENT PAYMENT. THE ISSUE THAT CUASED IT TO BE BLOCKED HAS SINCE BEEN RESOLVED WITH THE APARTMENT COMMUNITY ....CLICK PAY NEEDS TO UNBLOCK MY ACCOUNT SO I CAN MAKE MY PAYMENT , ***************************!ClickPay ID: ********** Account **** **************************************************************************** Balance As Of 01/01/2024 $3,155.00

  Business Response

  Date: 12/29/2023

  It is Clickpays policy to restrict the ability to make payment via the Clickpay portal when there have been multiple chargebacks on a resident account. In the case of the complainant there were multiple payments that were charged back which led to the restriction of the complaints ability to make payments using the Clickpay portal. Clickpay has communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

  Customer Answer

  Date: 12/29/2023

  
  Complaint: 21067684
  
  I am rejecting this response because:  Dear Clckpay.. the chargebacks were open on error and have all since been closed    Customer did not intentionally charge back anything and all charge backs were dropped and resolved.  
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/14/2024

  As we mentioned in our oringinal response, Clickpay communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

• Initial Complaint

  Date:12/14/2023

  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.

  URGENT THERE IS A MASSIVE ACCOUNTING ERROR GOING ON. I SENT YOU PROOF THAT ALL 3 DISPUTES WERE DROPPED THAT I OPENED. THESE DISPUTES WERE DROPPED WITH MY BANK. HOWEVER NOW THE LANDLORD IS TRYING TO EVICT ME AS YOU DID NOT UPDATE YOUR RECORDS TO LET THEM KNOW THE DISPUTES WERE DROPPED. SEE ATTACHED DOCUMENTS FOR PROOF. PLEASE REACH OUT TO **************** AND GET THIS FIXED IMMEDIATLY. I DID NOT GET THIS MONEY BACK FROM THE ****************** ***************************!ClickPay ID: ********** Account **** **************************************************************************** Balance As Of 10/01/2023 $9,465.00

  Business Response

  Date: 12/18/2023

  Realpage has not received the complainant's "oringinal" bank documentation for the three chargebacks. Please provide the "original" bank documentation letters. As of today Realpage has not received notice from the complainant's credit card companies that the three chargebacks have been dropped.

  Customer Answer

  Date: 12/18/2023

  
  Complaint: 21007638
  
  I am rejecting this response because:   THIS FULL PAYMENT WAS MADE TO THE LANDLORD TODAY, MY BALANCE IS NOW $0   PLEASE UNBLOCK MY ACCOUNT  , REMOVE THE BLOCK FROM MY ACCOUNT
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/29/2023

  It is Clickpays policy to restrict the ability to make payment via the Clickpay portal when there have been multiple chargebacks on a resident account. In the case of the complainant there were multiple payments that were charged back which led to the restriction of the complaints ability to make payments using the Clickpay portal. Clickpay has communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

  Customer Answer

  Date: 01/03/2024

  
  Complaint: 21007638
  
  I am rejecting this response because:   Bank verified chargebacks were open on error.  Customer did not cause or open chargeback intentionally.   Please unblock account
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/14/2024

  As we mentioned in our oringinal response, Clickpay communicated with the property management company regarding this complaint and has been instructed not to unblock the account. The complainant will need to work directly with the apartment community on any future payments. Clickpay considers this issue closed.

• Initial Complaint

  Date:09/26/2023

  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.

  Our company, Janart ************* and subsequently, our managing agent, has been part of a long standing contract with ClickPay, LLC, which is platform for receiving real estate payments, including checks, echecks, cash and credit and debit cards, on line.The nature of the complaint is that there was a significant error in the allocation of tenant payments through the ClickPay system, resulting in payments being misapplied to the incorrect tenant account.Specifically, between June 2022 and February 2023, one of our tenants, Buka Dermatology, who was a new tenant, tendered payment to us under an allocated account code of ********************** account ********. However, that account number ******** was actually assigned to a different tenant, Mula 79 Inc, which vacated the premises in April 2022. Between June 2022 through February 2023, **** made payments totaling $52, ****** via the ClickPay system, however, these funds were misapplied to the Mula account.We have made various phone calls and emails to Click Pay, both from ABS, the managing agent, and from myself at Janart Equities, in order to get a detailed incident report explaining the cause of this payment misapplication. We have never received such a report. We also engaged a lawyer to write a demand letter for the incident report in July 2023, which also went unanswered.We are asking, as a resolution to this complaint, that Click Pay send us a detailed incident report, explaining how these tenant accounts were crossed, and leading to a significant loss of income.

  Business Response

  Date: 10/05/2023

  After researching the incident described by the complainant,it appears the TCode T0000590, indicated in the complaint was indeed assigned to Mula 79 Inc. However Clickpay/Realpage does not generate the Tcodes, this data comes from the property managements accounting software.  Yardi API was recorded as the accounting software company. The user email address/profile for Buka Dermatology had been attached to the Mula 79 Inc.'s unit and Mulas 79 Inc.s Tcode T0000590 through the Yardi API file that was sent to Clickpay/Realpage.  As the Tcode T0000590 was attached to the profile for the user email address for Buka Dermatology, this caused Buka Dermatologys one-time payments to be applied to Mula 79 ******** that the Tcode T0000590 is disabled in the Clickpay system, the Clickpay system does not display the date the Tcode T0000590 was attached to the user email/profile. ****************/Realpage received the file from the accounting software company and processed the payments as instructed by the tenants. We encourage the complainant to reach out to their accounting software company regarding how the Tcodes were assigned to their tenant profiles.