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:01/05/2025

  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.

  We are required to use clickpay to pay our rent. Yet the system does not send out password reset emails. Quite frequently. I will not be able to pay my rent on time due to this electronic payment system refusing to let me login or send me a password reset email. This not only causes stress but can easily result in a tenant getting hit with late fees when they are not at fault whatsoever.

  Business Response

  Date: 01/07/2025

  Clickpay/******** is a contracted third-party payment processer servicing the property management industry. The complainants property management company enabled a single sign on (***) feature for its residents. Because there is a single sign on enabled for the complainants account, the complainant should follow the login steps outlined below instead of directly logging in to the ******************** portal. The single sign on feature allows the complainant to access multiple applications and services with a single set of credentials. If the complainant needs assistance with their single sign on credentials, they can reach out to their property management company for guidance.  

  Resident login steps:

  Step 1: The resident logs into the property management portal.
  Step 2: The *** system authenticates their login.
  Step 3: They can now navigate to the ClickPay gateway to pay rent without re-entering their credentials.

• 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:12/27/2024

  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.

  I certified mailed a money orders in the amount of $3029.00 to click pay for my rent on 12/3/24, they received it 12/9/24 they claimed to have tried to process the payment but was unable to because property management placed restrictions on my account. They opened an investigation regarding the matter but has failed to refund or return my payment. I can't speak with a supervisor and there's a language barrier with me and many of their reps. **** is unacceptable.

  Business Response

  Date: 12/31/2024

  Clickpay/******** is a contracted third-party payment processer servicing the property management industry. The complainants property management company rejected the money orders and placed a restriction on the complainants ability to make payments through Clickpay.  Therefore the money orders could not be processed and applied to the complainants account.  The money orders were mailed to the property management company on 12/13/2024. Clickpay/******** does not control or remove the restrictions that are placed by the property management company. The complainant will need to work with their property manager to resolve the restriction on the Clickpay account and the money orders. 

• Initial Complaint

  Date:11/22/2024

  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.

  I am required to send Clickpay to pay my condo HOA fees for two properties. I called this morning to request a printout of the payments Clickpay has received since 1January 1, 2024, to date, for both properties. The **************** agent stated he would amass the information and email a file showing the amounts received for each property. The emails never arrived. He then asked me to go into the Clickpay home page and download the information myself. When we got onto the homepage, I followed his directions and the desired information did not show up. I was unable to get a printout foe either property showing monies collected from January 1, 2024 to date.I called back and spoke with another agent. I asked her to transfer me to a supervisor. There were no available supervisors. She said she would schedule a callback. I am not at all confident that someone will call back or that I will receive the information I have requested.I don't understand how a company that is entrusted with collecting thousands of dollars each month could be unable to provide a simple set of records regarding their collected fees.This is really a very unsatisfactory experience.

  Business Response

  Date: 11/27/2024

  Clickpay/******** is a contracted third-party payment processer servicing the property management industry. A Clickpay Support Lead has reached out to the complainant via phone and left a voicemail, as well as emailed the requested reports to the complainant. The Clickpay Support Lead will be glad to assist the complainant with any questions about using the Clickpay portal and report options. We apologize for the delay in providing the requested information and any confusion in using the Clickpay portal.
  

• Initial Complaint

  Date:10/04/2024

  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.

  My apartment complex uses ClickPay to collect rent payments. I paid my rent on October 1, 2024 and received a notice on the screen stating my payment had been made. Today, October 4, 2024, I received a notice to vacate my apartment due to non-payment. My complaint here is that I paid on time however the payment seems to have not been followed through on ClickPay's end causing me undue stress and harm.

  Business Response

  Date: 10/09/2024

  RealPage/Clickpay is a contracted third-party payment processer servicing the property management industry. Realpage/Clickpay processes payments as they are initiated by the residents via the Clickpay portal. According to the Clickpay portal records a payment was not initiated and submitted until October 4, 2024.  We encourage the complainant to work with their property management company regarding the eviction notice. 

• 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:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reenrolled in clickpay via my bank account and told the ***resentative my dues are due on the 1st and that according to first service portal my previous clickpay payments posted on the 5th. The clickpay *** then set my clickpay payments for the 5th. This turned out to be a disaster as my dues will now show as late because it takes 3-5 business days for first service to show the payment. Clickpay employees should know this kind of info and should have advised setting up payment for the 2nd not the 5th. Now I am getting a late fee and when I requested to speak with a supervisor at clickpay I was put on hold and hung up on. The employee I talked to initially was named ******* and he was rude and misinformed. He also confirmed my callback number so there is no excuse not to call back after I was hung up on.

  Business Response

  Date: 09/09/2024

  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: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.