Complaints

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

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  Entrata, Inc.

  4205 N Chapel Ridge Rd Lehi, UT 84043-4171

• 

  Entrata, Inc.

  14545 Bammel North Houston Rd Houston, TX 77014-1129

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:07/03/2024

  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.

  A soft inquiry was pulled on my credit report. I did not apply for an apartment anywhere. Someone has stolen my identity and is trying to rent an apartment using my identity. They used my maiden name which I can give if you contact me. I have already filed a police report regarding a previous instance and I will file another for this instance. Please alert the apartment complex who used my information.

  Business Response

  Date: 07/23/2024

  Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complexs. We do not have an ******************* in our system but as you said it was done under your maiden name. In order to ensure the right property is notified we would need the name that was used in our system. For identity theft and mixed filings, we encourage ************** to contact Experian to work through remedying the effects of identity theft or to separate her file. 
  

  Customer Answer

  Date: 07/24/2024

   
  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.

  I have reached out to Entrata and they reached out to the apartment complex to remedy the situation.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/02/2024

  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.

  I woke up this morning to a $25 charge on my bank account that I've never authorized!! No one has been able to tell me what it's for.

  Business Response

  Date: 07/15/2024

  Thank you for reaching out to Entrata. When processing a payment through Entrata, the payment is directed to your bank. The bank will then determine if there are available funds. If there are not enough funds available at the time of processing, the payment will be returned for non-sufficient funds (NSF) and a $25 NSF fee will be charged. When submitting a payment in the portal, you agreed to and authorized the $25 NSF fee from the specified bank account used at processing.
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21930772
  
  I am rejecting this response because:

  I have never done business with this company. Therefore, how can I be charged a "NSF" fee?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/02/2024

  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.

  1. Resident Verify identifies a closed-Collection account for the AVE TAMPA RIVERWALK APTS amount for $4438.00. The Arbor properties denied my rental application based on a criminal record reporting that showed 2 misdemeanor offenses that I was aquitted of in Hillsborough County Court on June 12, 2023. The AVE TAMPA RIVERWALK APTS leasing agent, Dianna D******** wrote my lease for 12 months with 1st month free and second month 1/2 rent which totals 4438.00. After being release from jail, after being aquitted, 25 days. I am asking the BBB to help in resolving this gross misunderstanding by having the this reporting agency and the AVE TAMPA RIVERWALK APTS REMOVE THE COLLECTION AMOUNT.

  Business Response

  Date: 08/06/2024

  Thank you for contacting Entrata, Inc. Shawn M******* filled out an application for an apartment lease at Arbor Crossing @Buck Lake.. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 

  Mr. M******* was denied due to the criminal portion not due to the rental collection dollar amounts. We did not hear from Mr. M******* before contact BBB otherwise we would have opened a criminal dispute and/or a credit dispute. We would have contacted Hillsborough County to determine if there was an update to those records. With the credit we would have helped open a dispute for them on that too. Unfortunately, we didn’t hear from Mr. M*******.

  Customer Answer

  Date: 08/07/2024

  
  
  Complaint: 21930368
  
  
  
  I am rejecting this response because: On June 10, 2023 I was found not guilty of 2 misdemeanor counts, stalking and trespassing.  Therefore, while their report stated criminal, it also stated that I met the income to rent ration by a wide margin.   Please see additional attached responses from entrata.  
  

  Sincerely,
  
  
  
  Shawn M*******

  Business Response

  Date: 09/09/2024

  Thank you for contacting Entrata. If Mr. ******** disagrees with the accuracy of the information contained in his consumer report, we encourage him to open a dispute directly with ResidentVerify through email or phone at *************************** ** *************

• Initial Complaint

  Date:05/31/2024

  Type:Facilities 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.

  As a resident of apartment complex we are forced to use resident portal by entrata. There is no way to use this on personal computer and I refuse to enter my banking information on a phone app that is so highly vulnerable to a virus. ANY LEGITIMATE BUSINESS would set up the ability for residents to use their services on personal computer. I do not have any banking information on my phone for a reason. ENTRATAs customer service to tenant is useless, diverting us to our property manager. The management company using this (Brookside Property management) is useless to resident needs and appears to be incompetent at best.

  Business Response

  Date: 06/03/2024

  Thank you for reaching out to Entrata, Inc. Each property has a website that can be logged into from a computer desktop which then provides an area for rent payments via ResidentPay. Please see the website here for the specific property managed by Brookside Properties: ***************************************************. On this website, once you log in, select community which will then show the balance owed and allow you to select Make a payment and insert the requested banking information through the website and on a desktop computer instead of a phone.
  
  Please reach out to Brookside Property Management with any further questions.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21783201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/29/2024

  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 have a hard inquiry on my account from something I dont know about. I was told that you guys do soft pulls and not hard inquiries

  Business Response

  Date: 06/04/2024

  Thank you for contacting Entrata, Inc. Due to the commonality of the name Summer **** we do need further information to ensure we are looking at the correct tenant. Please respond with the apartment name and address that is connected to the hard credit pull, as well as a middle name if you have one. Once we receive this, we can look into the credit pull and respond with further information.

  In general, from time to time we do have individual consumers reach out to us because they do not recognize Resident Verify on their credit reports and assume there has been an unauthorized or fraudulent event. If you applied for housing at an apartment complex around the time of this hard inquiry, it is likely connected to that. Apartment complex managers use software and services provided by Entrata, including background screening services of ResidentVerify. At the time of the application, each applicant signs a Consumer Authorization form, which gives permission for a hard inquiry on their credit.
  

  
  

• 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.

  This company put a hard request on my credit and I never filled out any credit applications with them. total fruad!

  Business Response

  Date: 05/14/2024

  Thank you for contacting Entrata, Inc. *********************** filled out an application for an apartment lease at ********** at *************, located at *****************************************. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 
  *********************** signed a screening authorization and rights form in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted.
  
  

• Initial Complaint

  Date:04/17/2024

  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 3/10/24 my credit report shows an inquiry. I was advised it would be a soft credit check and would not affect my credit. I have an email from the leasing office confirming it would only be sa soft check. This has affected credit rating. It needs yo be removed ASAP.

  Business Response

  Date: 04/30/2024

  Thank you for contacting Entrata, Inc. Ms. or ************* was listed as guarantor on an application for an apartment lease at ***********-Five located at *******************************************. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 
  Ms./************* signed a screening authorization and rights form as the guarantor in which it stated there would be a credit check to ensure the application could be completed and accepted.
  
  

• Initial Complaint

  Date:04/17/2024

  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.

  I am not liable for this debt with RESIDENT VERIFY. I do not have contract with collection system

  Business Response

  Date: 04/30/2024

  Thank you for reaching out to Entrata, Inc. We have looked through our system for this error, and have found that we have no screenings, calls, or information connected to ********************** or the address given. Please call our consumer line at ************ with any further questions.

• Initial Complaint

  Date:04/06/2024

  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.

  I stood as a guarantor for my niece at Sol at West Village in Davis California. I understand that they would do a credit check but never knew they would deduct as high as 41 points off my credit as if l was requesting a mortgage loan. I was surprised that Experian reported a 41 points of my credit when TransUnion took 5 points only.
  
  My questions are, is this a credit loan to a 19 year old girl that would now mess up my credit as a guarantor?
  Is Entrata responsible for the rental payment? The girl was only given a room so why this hard pull? I reached out to Experian, they referred me to Entrata.
  
  This is the greatest scam l have ever seen if this is the way Entrata treat School Children to leasing a rooms from them. I believe they are taking advantage of the student and should be stopped. Credit for student shouldn't be more that 5 points. I hope they didn't run a full background check on me.

  Business Response

  Date: 04/30/2024

  Thank you for contacting Entrata, Inc. **** **** filled out an application for an apartment lease at Sol at West Village in California.. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of ResidentVerify. 

  **** **** signed a screening authorization and rights form in which it stated there would be a credit check, with a hard inquiry, to ensure the application could be completed and accepted. 

• Initial Complaint

  Date:04/02/2024

  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.

  Issue 1 rent is a monthly item, yet, you will receive 2 to 3 different billings a month and they are all due within x days from receipt. I pay the rent only to get a notice there is a new charge that was added after the Deadline for Rent Payments. They will have the same billing description multiple times on one bill...water, water, water use??? Water for 1 person living in a 1 bedroom apt without washer is at least $75 a month??? I know people with multi party homes and they aren't paying that much a month. Then there is the demand you pay for "conveniences" like a third party vendor to receive your mail - they don't allow delivery to your door, require the delivery party put it in their lockers, they only send notices it is there through emails and charge $5 daily for any time after 3 days of delivery?
  
  Item 2 The complex changed to Entrata for rent payments - you can only pay direct if you go through their link to another 3rd party vendor and sign into your bank account through their system - all while insisting you grant permission for all access and take full responsibility for the safety of your account, advising they will release data to their 3rd party entities which will include bank info, address, dob etc. but not telling you who the 3rd party entity is???
  
  Item 3 Now I am applying for a new place and they use Entrata, they insist you have to verify your income through Entrata by signing into your Bank Account through THEIR system. It is 2024, there is identify theft, there are countless scams to attack bank accounts and data breaches reported by Fortune 500 companies daily - how is it legal to demand I sign into my Bank Account thru their system providing them with the full log in - password and all to my bank account(s)????
  
  Surely they can't refuse to rent to you if you don't provide them with your Bank Account Password and sign on id. I would gladly provide a statement but, sign in thru their system - can't be legal.

  Business Response

  Date: 05/14/2024

  Thank you for reaching out to Entrata, Inc. This complaint cannot be responded to or helped via email. Please call our consumer line at ************ for further assistance and complaints.