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. has 2 locations, listed below.

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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:11/02/2022

  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.

  According to my Credit Report, On October 29 2022 ResidentVerify ran an inquiry on my credit. This was a fraudulent use of my social security number. At the time, a credit card was also fraudulently opened. I have since frozen all three of my credit reports, put out a fraud alert, opened an issue with identitytheft.gov, and was able to close the credit card.However, my attempts to reach Entrata/Resident Verify have been unfruitful. When I called ************ yesterday (Nov 1, 2022) at 2:15 pm US Central time I finally managed to reach a human (instead of machine) but they had no idea about how this could even be investigated (it sounds like their departments are siloed) . As of today, I have also e-mailed ******************************* to ask for the contact information for either their legal or fraud department. Given how difficult it has been to even get through to a single human via the call center, I am also contacting via this forum.If you do not have a way for people to report fraudulent uses of their credit, you are providing false information to your clients and Entrata/Resident Verify should be on the hook for all liability.

  Business Response

  Date: 11/22/2022

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex that was applied for uses software and services provided by Entrata, including background screening services of ResidentVerify. We did receive a call from ******** and sent her information on to the managers of the apartment that her information was used at. We also encouraged her to reach out to Experian and local authorities to investigate this. Since her information was already sent to experian they are the ones that have to take actions against the identity theft.

• Initial Complaint

  Date:10/05/2022

  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.

  This company withdrew $6,000 from my bank account. I have never done any business with this company. My bank is disputing the withdrawal but it appears that they used my account number without verifying who it belonged to. I have had to close my account and open a new one, order new checks, and cancel payments to others. This lack of verification is not in accordance with current banking practices and has caused me significant frustrations and consumption of my time. I demand that my money be refunded and I be compensated for the significant disruptions to my life, and that this company use a secure verification method before taking funds from a bank account.

  Business Response

  Date: 10/19/2022

  Thank you for reaching out to Entrata. We understand your frustration. We do not have enough information for us to find any transactions that we might have on file; however, you have taken the correct steps to refund your money. Even if we were able to find the transactions mentioned, we would not be able to refund money, as you would have to make a dispute with your bank, which you have done.
  By opening a dispute with your bank they will contest the payment on your behalf. Once the dispute is complete the funds will be returned to you by your bank per Regulation E.

  Business Response

  Date: 11/04/2022

  Entrata is a software service that apartments use. We can look your information up but in order to look up your information we would need your bank account information, the date the account was debited, and the exact amount. This will allow us to block your account from being used in our system again. Since BBB is a public forum we understand not wanting this information here, but you are welcome to send this information over to [email protected].

  Customer Answer

  Date: 11/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The bank account has since been closed after you took $6,000 out of it without authorization. My complaint is that you took the money at all and that you have no process to verify that you have valid authorization to take it. I am demanding $5,000 in damages for your action which is not inline with other businesses that might check an individual's ID or use mircro-deposits to verify that you have valid authorization before taking money out of an account.

  Your choice to not use any verification process has harmed me in the time that it has taken to open a new account, move all of my payments to the new account, as well as the stress of the violation of my financial security.

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

• Initial Complaint

  Date:09/19/2022

  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 recently applied for an apartment and this company provided a very low score. Their website says its a combination of income credit and rental history. This cant be true and I want to know specifics. I have lived in the same complex for 7 years and never missed a payment. I make more than enough to have a good debt to income ratio/afford an apartment and I dont have rental debts. I believe this company is using metrics in covered categories to decide who to rent to. As an aside I have no criminal history have never broken a lease or been evicted.

  Business Response

  Date: 10/03/2022

  Thank you for reaching out to Entrata, Inc. We understand your frustration. In order to address your specific complaint, we need to verify your identity and open a formal dispute. You may do so by contacting the Resident Verify team at **************. Once a dispute is opened we will be able to move forward in an investigating further into this matter. We look forward to hearing from your shortly.

• Initial Complaint

  Date:09/09/2022

  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.

  In Michigan, Consumer’s Energy forbids any service provider or entity to submeter gas service through their equipment. From January 2022 – June 2022 Entrata utilized a submetering scheme of billing residents at my locale “space heating” which charged me for gas services which was over ten times the consumer’s energy rate, and at one point nearly one hundred times the normal cost. Please see all attached bills. My "per unit" rate was billed differently than other residents. 1. I contacted Entrata many times to rescind and refund the overages 2. At this property the actual meters are no where near the property and even the maintenance staff could not identify the location of the meters. It took months to find the correct meter. 3. Entrata’s billing forces residents to pay utilities before renter’s 4. The billing of utility for the current month preceeds the renter’s due date. 5. I contacted the property owner during the billing period to address the issue 6. Entrata is aware of the submetering restrictions in Michigan for Consumer’s Energy 7. Entrata has refused to refund the money they received. 8. Beacon Management did not receive the funds, nor has consumer’s energy. 9. I filed a complaint with the MPLC (Michigan Public Service Commission) 10. Not all residents were affected and the scheme appears to only randomly target some. Entrata’s excuse is that the landlord at the time permitted it. So to anyone reading, I want you to watch the BBB complaint levied against Beacon Management to see if they try to blame Entrata. Is residental submetering of gas allowed by consumer’s energy? No. Is this against Michigan law? If the agreement to provide utility service or billing service violates this, and electrical leads are installed on gas powered devices (HVAC, hot water, etc) then that would be debatable. In the end I was overcharged an estimated $1,200

  Business Response

  Date: 10/31/2022

  Thank you for reaching out to Entrata. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including billing residents through ResidentUtility. However, Entrata does not collect or distribute resident funds; thus any refund or credit would not be for Entrata to determine.
  
  The apartment complex has gas runtime meters for every unit. The runtime meters record time the unit uses the utility. The property has gas master meters that are provided by the utility provider. The provider bill total expense and the runtime usage are what is used to calculate every unit's charge. These charges along with other utilities are billed separately from rent and therefore have a different due date.
  
  Entrata complies with the Michigan rules related to billing back gas. Therefore, this property served by Consumer Energy is in compliance; as there is no measurement of consumption being utilized.

• Initial Complaint

  Date:08/24/2022

  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.

  My roommates and I just moved to a new "appartment". It's part of a house next to the Campus Plaza Apartments in Provo next to BYU. They just remodeled the house before we moved in so we were excited about that. But now that we moved, we realized the same day that the place has no AC unit. I don't know if this is a violation of any rules, but all of their apartments have AC units in this campus. We moved from a traditional apartment of Campus Plaza where we lived for a year. We just moved to this house because it was newly remodeled and because it didn't require all tenants to be BYU students like the other ones will start requiring this next semester that starts this coming Monday. In addition, there's a power outlet (see picture) that has no cover plate, which at least is a health risk and perhaps a code violation for landlords. We talked to management to request an AC unit or at least some fans but they are unwilling to do it. I'm sure they could afford it without a problem as just one month's rent would probably pay for it. Please help us ensure Campus Plaza Park Properties installs an AC unit and fixes the power outlet problem. The unit in question (where we live) is in this address: *** * *** *  Provo, UT 84606 (it's a two-story house next to the east-side apartment building of Campus Plaza and to Deseret First Credit Union).

  Business Response

  Date: 10/26/2022

  Thank you for reaching out to Entrata. Unfortunately, Entrata cannot address concerns regarding the management of properties, as Entrata does not own or manage any rental property. Entrata is a software provider for property management companies. We provide certain software and services, including website hosting and functionality (hence our brand name and relevant terms of website use are displayed on property websites). Individual property managers, not Entrata, make decisions regarding rent, deposits, property policies, leases, collections, maintenance or other management issues. Please reach out to the property manager directly to resolve this matter.

• 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.

  This company has been making hard credit inquiries on my credit report. I have never heard of this company. Tried calling ###-###-#### and was told by Kevin to call ###-###-#### to get this resolved. Funny how that number is invalid. I want these which are multiple hard inquiries off my credit report.

  Business Response

  Date: 11/01/2022

  Thank you for contacting Entrata. Owners and/or managers of residential rental properties use software and services provided by Entrata, including background screening services of ResidentVerify. From time to time, individual consumers reach out to us because they do not recognize ResidentVerify when it shows on their credit report. ResidentVerify likely shows up on your credit report because you applied for residence at a property that uses ResidentVerify's services. Unfortunately, you did not provide enough information for us to look up your screening information in our system. Please contact ResidentVerify at [email protected] or ###-###-####, and we will be happy to provide you with more information regarding your consumer report.

• Initial Complaint

  Date:07/13/2022

  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 have a hard credit inquiry from 3/8/2022 for Resident Verify. I have not applied for an apartment or residential lease at all within the last 4 years. In fact, I just closed on a home on January 31, 2022, so I definitely have no reason to be seeking an apartment. This is an unauthorized inquiry that I would like removed from my report. I’d also like the company to verify full name and signature to ensure that this inquiry is unauthorized and potentially the result of fraud/identity theft. This inquiry has also been linked to a collection that was recently placed on my credit report.

  Business Response

  Date: 11/08/2022

  Thank you for reaching out to Resident Verify, a subsidiary of Entrata. We would be happy to help in determining what happened, but we need more information from you in order to look further into the circumstances surrounding a screening performed by Resident Verify. Please email or call ResidentVerify at [email protected] or ###-###-####.

• Initial Complaint

  Date:06/25/2022

  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.

  They ran a credit enquiry against me which I did not authorize . I want this to be taken back ..

  Business Response

  Date: 11/04/2022

  Thank you for contacting Entrata. The owner and/or managers of *************** use our software and services provided by Entrata, including background screening services of ResidentVerify. From time to time we do have individual consumers reach out to us because they do not recognize ResidentVerify, a subsidiary of Entrata. We do have a consumer authorization from you to be a guarantor for someone that rents at that property. We would be happy to provide more specific information, please contact ResidentVerify at *********************************** or ************.