Complaints

This profile includes complaints for Realpage Vendor Compliance LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Realpage Vendor Compliance LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Realpage Vendor Compliance LLC

  2201 Lakeside Blvd Richardson, TX 75082-4305

• 

  Realpage Vendor Compliance LLC

  PO Box 842901 Dallas, TX 75284-2901

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:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were "required" to register on this portal to be "considered" for work for a few communities. Just as almost every other complaint before us, The portal is a HUGE waste of time and a waste of money. It literally is just another way for yet another person to get money for something that causes YOU extra work and headaches. We were never able to get approved even though we submitted everything requested. However they had no problem collecting payment. I know that we have enough insurance coverage because we carry more than what is requested. There is no real help available with registration issues. It is also buried in the contract that YOU have to cancel in writting to avoid auto renews. Thankfully I read it last year when I made the mistake of resgistering our business. If you are a management company considering this or a potential vendor considering registration, just don't. Just breeze around the internet and you will see the feedback is HORRIBLE.

  Business Response

  Date: 04/21/2025

  RealPage Vendor Credentialing is contracted by a property management company to oversee vendor compliance administration specific to their needs. The property management companys corporate office establishes its compliance requirements in order to be considered as a vendor.  The vendor incurred a cost of $99 which includes fees for processing, background checks, and document storage as mandated by the property owners where the services are rendered.
  
  RealPage Vendor Credentialing did not deny the vendors documentation. Upon reviewing the account, it was determined that the vendor did not to provide all necessary requirements. Specifically, they did not execute their customers required ********************** Agreement.The vendor implied that their insurance documentation was not accepted which is not an accurate statement.  There were no outstanding insurance issues.   Multiple evaluation notices were sent to the vendors email, reminding them of the outstanding Vendor Agreement.  The notification also provided guidance on how to submit the necessary document and/or contact us for further assistance. Additionally, multiple avenues of support are available and outlined on the Vendors Home page.  The support options include: our website, customer support email address and ************** Hours. 
  
  We proactively contacted the vendor to address the outstanding item in response to this review.  The vendor chose not to continue with the enrollment and requested to close the account and discontinue all email notifications. Consequently, the vendors account was placed on a stop list, fully closed, and marked as a "Do Not Use" account. The auto-renewal was removed, and the vendor was never charged the recurring annual renewal fee.
  
  
  Settlement Dispute:
  
  We would like to clarify that the enrollment fee of $99 was paid in May 2024. During this period, we processed the necessary documents and collaborated with the vendor to obtain approval status. According to our Terms of Service Agreement, which was agreed to upon online payment, we do not offer refunds or transfers of funds. Nor does payment guarantee an approval status.  Therefore, no refund is due for the enrollment fee.

  Customer Answer

  Date: 04/21/2025

   I am rejecting this response because there were several issues with using the portal. And again,there are MANY, MANY complaints about the same issue. (1.3 rating on **** with 382 reviews) We did provide the documentation that was required as we have more insurance than required by industry standards. Yes, we registered in May 2024,and for months we couldnt get a resolution or contact anyone regarding the issues. Again, this is something that is posted all over the internet by many users. The lady that called asked where the correspondence came from and I did not have that information handy since that was months ago, I also was working and had no time to dig around to prove something for a business that we would never use anyways. The business states that During this period, we processed the necessary documents and collaborated with the vendor to obtain approval status There was no collaboration. The caller offered to assist me with the registration/approval process, but I declined.The case can be closed as other than me reregistering there was no real resolution,I am just out the registration fee. Although I appreciate the call, I guess I just really get annoyed when a business doesnt just admit fault and attempt to fix the business practices that clearly arent working for so many people rather than attempting to push blame back on the consumer. To me, time and resources would be better spent not calling a business once you receive a bad review but how about actually calling the customer that paid but cant get approved for unknown reasons to assist with that?  I dont need any further communication regarding this matter.  

  Business Response

  Date: 04/30/2025

  We acknowledge and regret any difficulties the vendor experienced while using our portal. RealPage Vendor Credentialing is attentive to the feedback shared on review platforms, and we want to reassure our clients that we are diligently working to resolve these issues.
  
  While the vendor submitted the necessary insurance documentation, it is important to note that the required Vendor Agreement was not executed, which is essential for moving their status to approved. The vendor's insurance documentation was accepted prior to the complaint, and multiple evaluation notices were sent to the vendors email address to remind them of the outstanding Vendor Agreement.
  
  As part of our commitment to customer support, we reached out to the ********************** to investigate the challenges encountered during enrollment and to address the missing documentation.However, the vendor indicated that she did not have the necessary information readily available and chose not to proceed with the enrollment process. She requested to close the account and discontinue all email notifications, which we completed promptly. We understand that recalling past correspondence can be challenging and appreciate the vendors clarification.
  
  We acknowledge that there may have been some miscommunication regarding our efforts, and that our previous communication may have been perceived as dismissive. It was not our intention to misrepresent the situation. We respect the vendors decision to decline further assistance and understand their choice to close the case.
  
  The vendors feedback regarding our customer engagement strategies is appreciated and will be taken into consideration as we work to improve. Should the vendor choose to reach out in the future, we remain available to provide assistance.

  Customer Answer

  Date: 05/01/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair 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.

  January ******- continued We are having issues with our insurance documents not being processed. Our agent has sent the documents multiple times. She and I have both spoken to them over 7 times since January 1. Now the companies we are compliant with ********** Places, ********************************* and *** residential, The properties themselves are showing that we are not compliant! What is going on? Is Realpage so caught up in the ****************** law suit that they cant get it together????

  Customer Answer

  Date: 02/19/2025

  The issue has been resolved.

• Initial Complaint

  Date:07/19/2024

  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 purchased the Realpage Vendor Marketplace for my business and have not received the ability to access the website or marketplace. i have made mutliple phone calls, been left on hold, hung up on and transferred mutlitple times with no resolution. I have been promised phone calls back that did not happen. This feels like a scam.

  Business Response

  Date: 07/26/2024

  We regret any difficulties this vendor has experienced in accessing his Vendor Marketplace (***) account.
  
  Our records show that our support team has had several communications with the consumer via phone and email in which we attempted to assist the vendor to log in to his *** account.  More specifically, the vendor called into our support team on 7/19/24. The support agents call notes indicate the call was disconnected and when the agent called back, the agent was unable to reach the vendor. Support sent a follow-up email the next day, 7/20/24, with information on how to register for Vendor Marketplace.  The vendor replied via email on 7/22/24 stating the information did not resolve the issue and login help was still needed. Our support team responded via email on 7/24/24 with instructions for how to log in.
  
  We have no record of any contact from the vendor since the 7/24/24 email was sent. Therefore, on receipt of this complaint, we took the additional step of removing a duplicate vendor account that the ********************** may have inadvertently been attempting to log into. We have also adjusted the subscription dates +11 days to credit the days the vendor was unable to login since payment was made.  Finally, a *** representative has recently placed another call to the vendor and left a detailed voicemail with her direct number, offering to walk the vendor through what happened and how to login, and answer any other questions the vendor may have.
  
  We hope that these efforts have enabled the vendor to access his *** account.  If not, we encourage the vendor to contact the *** representative directly at the phone number provided in her recent voicemail for further assistance.
  

  Customer Answer

  Date: 07/27/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 08/12/2024

  This has not been resolved I am still not able to access this website.  The "communication " they've claimed to have had with me, is me waiting on hold for 45 minutes+ each time I've tried to reach out.  ALL IM TRYING TO DO IS GET ACCESS TO THE SYSTEM BY RESETTING MY USERNAME AND PASSWORD!  Why is this so hard to do???

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair 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.

  **** REPAGE IS A SCAM TO GET PEOPLE MONEY AND CHARGE EXTRA FEE WITHOUT YOUR KNOWLEDGE. My leasing offices using these two for us to pay rent and I contacted cooperate, my bank and my leasing office and no could seem to help me their charging me $21.64 processing fee along with a $9.95 fee to just use MY DEBIT CARD to pay rent this is ridiculous and when I called them on it, no one knows why there is a fee of $21.64. My hopes of contacting Better Business Bureau is for them to help me resolve this issue and get my money back. I have no other option but to pay it as ************** only accepts this app to pay rent, which is suspicious I would like this issue to be resolved

• Initial Complaint

  Date:05/24/2023

  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.

  This company is a complete scam. They are quick to take your money but offer no help in submitting documents whatsoever. I have been on the phone with them over 7 times, ****************** has also called them twice and emails have been exchanged multiple times however they NEVER give a clear answer of what is missing on our documents. The call center workers just read from the screen the same thing you can see but dont explain WHY the document has failed AGAIN. AVOID this company at all costs, they seem to be running a game of taking your money and failing your documents. This has went on for over one month now. Im loosing clients due to this. I want a clear description of whats missing and for it to be resolved in the same day!!

  Business Response

  Date: 06/09/2023

  Submitted documents are evaluated against the requirements established by the vendors client.  Each item we are asked to administer has a corresponding failure statement that clearly identifies what needs to be corrected should the vendors submitted documentation be rejected.  Such failure statements are posted on the vendors home page on our website and are included in the correspondence emailed to the vendors designated primary email address.  They are also sent to the vendors insurance agent when applicable. 
  
  We have reviewed the account associated with this complaint and determined that the documents were presented multiple times with different deficiencies.  In addition to being provided with the relevant failure statements via the methods described above, the vendor and its agent were both made aware by phone of corrections needed on the documents. We also provided a sample certificate of insurance (COI) by email that is color-coded in red showing the requirements.  The sample COI clearly indicates that endorsements are required to be sent with the vendors COI.
  
  Per the request the vendor made within complaint, we reached out to the vendors insurance agent again to discuss the corrections needed.  The agent was unwilling to assist our representative and disconnected the call. As RealPage Vendor Credentialing does not have the ability to correct the agents submitted documents, we do need the agents cooperation to ensure that our mutual customer (the *********************** meets the requirements set by the vendors clients.
  
  Currently, we have a valid COI, but are still missing the additional insured endorsement that is required by the vendors client.  The error message on the vendors home page shows the failure:
  
  Your General Liability Additional Insured Endorsement requirement was not satisfied as the submitted endorsement contained the following deficiency(s):
  We have not received a valid General Liability Additional Insured Endorsement.
  General Liability additional insured not accepted due to no parties identified as being included as an additional insured on your policy.
  
  Both deficiencies can be cleared by the agent providing the required endorsement. 
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Real Page or Compliance Depot, whatever their name is now is filled to the brim with ineptitude. Weather this is ineptitude by personnel or if it is caused by poor software systems isn't clear. What is clear is that ****************** sends certificates of insurance numerous times. In the meantime i receive all sorts of warning emails about non-compliance. So, every time my insurance is set to expire, as it does on an annual basis, it results in me following up with ******************, and ****************** expressing her exasperation at the gross waste of time we all have to invest into Real Page. This should be a service paid for BY THEIR CLEINT, not me, especially when they cant seem to do the job I supposedly pay them for. If you are a property owner or manager, know that this company is a huge turn off for quality vendors and I am probably not renewing after it expires this year for that reason.

  Business Response

  Date: 04/05/2023

  A property management company (PMC) contracts with RealPage to monitor vendor compliance according to the PMCs requirements and specifications. RealPage does notify the vendor and its insurance agent when errors in the submitted documents are present so that corrections may be submitted.  While we regret the frustration experienced by this vendor and its insurance agent, an account review reveals that the recent errors contributing to this frustration were not made by RealPage. The recently submitted waiver of subrogation endorsement for the vendors workers compensation policy was not accepted because the policy number on the endorsement did not reconcile with the policy number on the certificate of insurance.  Therefore, the vendor and their insurance agent were notified via email regarding the correction needed.

  Customer Answer

  Date: 04/07/2023

  I am rejecting this response because:   

  This isn't a adequate response.  Real pages clients DO set the insurance requirements, true.  But the complaint isn't about the insurance requirements, it is about Real Page not able to process the information myself or my agents convey to them.  As I said in my complaint, Real Page, because of their ineptitude, apathy or insufficient system does not update the information provided to them, per their requested channels, and this results in my company being listed as non compliant.  It is their service issue, not an issue with insurance requirements.

  Business Response

  Date: 04/27/2023

  The information was processed correctly by RealPage. The mistake was made by the insurance agent or certificate preparer within their office.  As stated earlier, the workers compensation endorsement provided did not have the same policy number as the workers compensation policy on the accompanying certificate.  This is an indication that the initial endorsement submitted did not belong to the vendor.  When this discrepancy was relayed to the vendor and their agent, a revision was provided that included an endorsement and certificate that had a policy number that matched.  The frustration appears to be misguided as this was not a RealPage error.