Complaints

This profile includes complaints for RealPage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  RealPage, Inc.

  2201 Lakeside Blvd Richardson, TX 75082-4305

• 

  Level One LLC

  53 General Warren Blvd Malvern, PA 19355

• 

  Velocity

  610 S Main St Ada, OH 45810

• 

  Propertyware

  360 3rd St STE 450 San Francisco, CA 94107

• 

  Active Building

  2201 Lakeside Blvd Richardson, TX 75082

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:09/19/2022

  Type:Customer Service 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 DAUGHTER WAS DEINED TWICE BY THIS SCREEING COMPANY AND I FEEL THAT IT WAS DUE TO HER RACE SHE DOESNT HAVE ANY EVICTIONS NOR BROKEN LEASE AND HAVE NEVER BEEN DENIED FOR ANY APARTMENT IN THE PAST THIS IS THE MOST RACIST SCREEN COMPANY AND PEOPLE OF COLOR PLEASE BE AWARE
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/04) */
  The individual who submitted this complaint has not done business with RealPage nor been screened using our tenant screening software by a client property. And, in any event, RealPage does not set properties' leasing criteria or make leasing decisions - the screening properties do so. Therefore, we suggest the complainant advise her daughter to reach out to the properties at which she was screened to find out more information as to their applicant criteria and why her applications have been declined. If the daughter would like to request copies of her screening reports and consumer file or dispute any information reporting on the tenant screenings or in her consumer file that may be incorrect or incomplete, we will be happy to assist. She can contact our Consumer Relations team during normal business hours or visit our website for more information.

• Initial Complaint

  Date:09/18/2022

  Type:Customer Service 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 housing at an apartment complex on August 31, 2022 and to this day the leasing office has been telling me that my background report from realpage has not been completed yet. Its been close to 3 weeks now and I havent been able to get any additional information from the toll free help line. My move in date was on 9/17/2022 and I had movers and furniture coming in but was denied the key because the leasing office informed me that they still have not recieved a completed report from Realpage.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/04) */
  We understand the consumer's frustration concerning the extended delay in returning the screening results and we share that frustration. Unfortunately, the delay is caused by industry-wide circumstances outside of our and the property's control. In response to a court ruling last year, the court clerks in many California jurisdictions have instituted changes that have created lengthy backlogs for requests for information needed to complete criminal background screens. We and our records supplier have been working diligently to try to find ways to obtain the information from the courts in a more timely manner, and will continue to do so. However, please understand that we don't control the courts or their policies and procedures for responding to information requests. Therefore, unless and until the courts make changes in those policies and procedures, there is likely very little, if anything, that we can do to expedite these searches. The screening report was provided to the property as soon as we received the information needed to complete it. We appreciate the consumer's understanding and patience regarding this challenging situation.
  
  
  Consumer Response /* (3000, 7, 2022/10/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My results and screening report finally came out and there was no criminal history found nor were there any negative rental history under my name. To automatically assume that any delay would be caused due to possible criminal history and solely transfer blame to court clerks is highly discriminatory and should not be used as an excuse. When I called realpage customer service, together with my leasing agent, I was told to go to the court clerks office and provide official documentation proving that I didn't have a criminal record to help speed things along. How can you assume that I even have a criminal record when results were never provided to you in the first place and put applicants in a negative light with the property they are applying to. That is discriminatory and illegal. My overall experience with realpage has been nothing but a nightmare. So you're response is unacceptable.

• Initial Complaint

  Date:09/16/2022

  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 8-29-2022 Received email stating $30 will be refunded to bank account.
  However, the deposit has not been received. I have multiple emails and conversation with Real Page/Resident Direct staff, for over 2 weeks without resolution.
  
  I have confirmed with my bank the deposit has not been received.
  I have confirmed with the landlord the fee has not been deposited to their account.
  
  I would like the $30 refunded immediately.

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */
  As of 09/20/2022 RealPage has been in contact with the complainant and confirmed a refund was re-issued in the amount of $30.00 on 09/20/2022.

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service 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.

  Active Building overcharged our rent by $2000 after we had already payed for the month. This was not due to anything other than human error on their end. On their website there is no contact information for the company. You have to search the internet, wait on hold and hope that the person on the other line does not hang up on you. This has been an issue for dozens of people in our building and getting answers is impossible.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/09/13) */
  RealPage has reviewed the complainant's payment ledger and was not able to identify a $2,000 processing error, the ledger indicates that the complainant overpaid their rent on 08/31/2022. If the complainant is disputing the amount paid, RealPage suggests that the complainant contact their bank to reverse the payment.

• Initial Complaint

  Date:08/26/2022

  Type:Customer Service 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 been charged 12 times by this company in one day. I have called and have no idea whats going on. I need to have these charges removed. Immediatley
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/08/30) */
  The insured spoke with our customer service department on 8/26/22 who indicated the charges did not go through successfully. The insured noted the charges were PENDING on his banking application. As they were unsuccessful transactions, they will drop from the pending status within 3-5 days with no affect to the bank account. With this explanation, I expect the resolution to be satisfied.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have 12 transactions that have gone through from this company. I have also been told that my insurance has been canceled due to this situation. I need this to be resolved. Immediately
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  Our records indicate the transactions being questioned, did not clear the bank account. If the insured feels these charges are not valid, they should dispute with their bank. Our records also indicate that a new payment was made on the policy today (9/6/22) allowing for the policy to be reinstated to active. If this action was not intended, please contact our call center at 888-205-8118.

• Initial Complaint

  Date:08/24/2022

  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 recently had applied for an apartment and was denied due to a remaining balance that was left on my credit score. I have gone through the steps of paying the balance, but when going to fill out the dispute for it I had to fill out two because I didn't know whether to fill out credit or rental history because it took over 4 days just for my consumer report to be sent to me. Once I filled out the forms I had to call because I had additional forms to prove that I had paid it (there was no way for me to put it on the original form). Once I was able to get someone on the phone about the status of my dispute, I had asked how long will it take for the dispute to go through and he said an UNKNOWN timeline for the credit one. It has now been over 2 weeks since I filed my dispute and I have yet to hear anything from LeasingDesk. I have to move out of state for a new job that starts in less than 7 days and without this being resolved I will have no where to move into.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 7, 2022/09/19) */
  We appreciate the consumer's frustration concerning the time that it took to resolve her dispute and the lack of information available about the timeline for resolution. However, LeasingDesk Screening is a credit reseller, and as such, we do not own, manage, or maintain consumer credit data. We merely pass the data from the credit bureaus to our screening clients. If a consumer disputes credit data appearing on her tenant screening report, we forward that dispute on the consumer's behalf to the applicable credit bureau for reinvestigation. Unfortunately, we do not have visibility into, or control over, the amount of time that it takes for the credit bureau to complete its reinvestigation. Once the credit bureau completes its reinvestigation and provides its results to us, we promptly forward the results to the consumer and notify the screening client of any updates made to the credit data by the credit bureau.
  
  In this case, we provided the consumer with a copy of her screening report within two days of her request and it is our understanding that the information provided by the credit bureau (Equifax) and disputed by the consumer was accurate when it was reported. However, upon receipt of the consumer's dispute and supporting documentation showing that the consumer had since paid the balance due, LeasingDesk promptly forwarded the consumer's dispute to Equifax. Upon receipt of Equifax's reinvestigations results, the results were forwarded to the consumer and notification was also sent to the screening client regarding the updated credit information. Our understanding is that the consumer's application has been approved by the screening property.

• Initial Complaint

  Date:08/17/2022

  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.

  Failed screening for insufficient credit score of 724, due to oldest account not being old enough. It's been open for 6 years and I'm only 28 years old. It also says I don't have enough real estate information. If I owned a house, I wouldn't be applying to a rental company. My credit usage is pretty high but to be fair, I've been staying at a hotel because I'm waiting for them to approve me!!! All my accounts are paid on time, in good standing and I can easily afford the payments plus rent.
  
  Furthermore, I failed the background screening but the case was dismissed and I have never been convicted of anything.
  
  The rental property filed a dispute on my behalf, I waited 5 days and real pages said they had no record of this so we both filed a claim again this week and I still haven't received my consumer report from them.
  
  Additionally, I started a new job recently and the only form I've ever put my bosses name on is your application form and now all of a sudden I have scammers texting my phone pretending to be my boss asking to go buy a google play certificate. Obviously, this is not my boss but how unnerving and embarrassing to have to ask him hey is this you? They obviously have a data breach and when I brought this to their attention, they had no interest in hearing what I had to say. They did not take this seriously. Again, I have never gave my bosses name out to anyone except them for income verification purposes.
  
  Anytime you try to get any information from them, they give you the run around telling you to call the rental property but the rental property hasn't received anything from them other than "I failed" and they aren't allowed to see why and their representatives won't tell you either.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 7, 2022/09/02) */
  Upon receipt of the consumer's dispute, LeasingDesk promptly initiated a reinvestigation of the disputed information. Results were sent to the consumer and screening client. Regarding the consumer's credit score, this is calculated and supplied by the credit bureau. We do not control the credit score, the criteria that is used to calculate it, or the property's minimum required credit score (if any). The consumer should contact the credit bureau with any questions or concerns about her credit score and the screening property with any questions about the property's leasing criteria. However, it does not appear that her application was negatively impacted by her credit score.

• Initial Complaint

  Date:08/08/2022

  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.

  The realpages is a supposed to be a tenant screening service. However someone provide them which is 3 party service to freeze my credit. I sent in the information for them to unfreeeze my information but the employee had no resolution as to when or how many days this process would take.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/08/22) */
  The file freeze placed on the consumer's credit file was not placed by LeasingDesk Screening, but by Equifax. We strongly recommend that the consumer contact the credit bureau directly as the bureau may require additional information from the consumer in order to remove the file freeze and/or validate the information used on the tenant application.