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:04/11/2023

  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.

  On Easter Sunday, 4/9/2023 I noticed a charge from this company for $1,146.95 that I did not authorize. I have no idea what this is for and demand a refund from this company as it is FRAUD. I did not give them or any other company authorization to charge my card this amount of money. It is called ETT*Melbournerent. I do not rent ANYTHING nor have I applied for any type of credit or rent etc... I am seeking assistance from the BBB to help me get this company to refund my money and I demand to know where they obtained my card information and why the put through this charge. I am also filing a complaint on the CFPB website and AG for the State of Texas. After reviewing all of the complaints against this company they are severe in nature and this company needs to be investigated and fined severely or put out of business for their illegal activities and compliance violations.

  Business Response

  Date: 04/20/2023

  Thank you for reaching out. Entrata is a third-party payment processor for the multi-family housing industry. The card was entered into our system by a resident to make an online rental payment. Due to privacy regulations, we are unfortunately unable to provide any information regarding the individual using the account or the property that received the funds without a subpoena or warrant. That documentation can be sent to our legal department at [email protected]. To have the payment returned, you will need to file an Affidavit of Fraud with your bank if you did not give anyone permission to use the account, which we recommend you do as soon as possible. You might also consider reaching out to Experian and the other credit bureaus to report possible identify theft. We are unfortunately unable to initiate the return, it must occur on the bank’s end. We do apologize for the inconvenience. 
  
  

• Initial Complaint

  Date:03/23/2023

  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.

  I applied for and apartment 17 days ago and it still says waiting for the courts. Everything else has been approved. I never been evicted and make good money. I love the apartment and scheduled to move in very soon. I called the courts and no enquiry has been made as far as they can ascertain. Its 15 $ for court to pull formal record or you can just call for free and they tell you over the phone. Please help resolve this issue . I love the apartment and need help to finish these screenings processing. I called your company they cant do anything because its still pending and the leasing agent has called you 8 times . The promised done by today but still not done.

  Business Response

  Date: 03/31/2023

  Thank you for reaching out. We understand the urgency for wanting approval for housing. We were waiting on ******** search to get back to us. They got back to ** on the 23rd and as such your screening was completed that same day. Last we checked there is a lease generated and waiting for signature that the property has generated.
  
  

• Initial Complaint

  Date:03/14/2023

  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.

  Entrata ***** Performed a credit inquiry on my account without permission. When called the facility they stated that they are just a software company and I would need to file a complaint with the credit bureau. After reading many reviews it looks as though this company has a history of running these fraud reports. Which is Fraud.

  Business Response

  Date: 03/28/2023

  Thank you for reaching out to Entrata/Resident Verify. Our records indicate that ****************** applied as a guarantor on behalf of an *************************** who applied, got approved for, and leased an apartment at *************, a student housing apartment complex in ******, *******. From time to time we have people who do not recognize ResidentVerify. ************* uses ResidentVerify to run their background screenings. The information we have on file for this guarantor does match the phone, address, and email provided in this complaint from ******************. However, if ****************** did not submit the guarantor application herself, we recommend that she reach out directly to Experian to report identify theft. 
  
  

  Customer Answer

  Date: 03/29/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/10/2023

  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.

  Applied to an apartment in *****, and was denied due to resident verify falsely reporting that I have a criminal record which I DO NOT. I was unable to get an apartment and cant apply to many apartments because they use resident verify and they report inaccurate information. There is no way to contact them and dispute it or have it fixed. They send an email telling you to contact them and they dont respond. I will be pursuing legal action against Entrata and resident verify for falsely reporting information to make me ineligible for housing as this seems to be a problem with them and many others had to do the same.

  Business Response

  Date: 03/20/2023

  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. Unfortunately, we did not receive any communication from ****************. Upon review, it does appear that the underlying charge was lowered from M1 to M3, but they didnt update the charge type when this change happened. We did update this, however, it did not change the results. We did verify the record through the national database and then verified through the court website. If the report is still incorrect or should not be there at all we encourage her to reach out to the court that this is reporting from.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19582538
  
  I am rejecting this response because: I had emailed them to get this fixed multiple times no response also spoke to the property manager who told me an m3 is not a disqualifying offense. Resident verify is not accurate at all and uses discriminatory practices I have since applied to many apartments that dont use resident verify  and have been approved with no problems. 
  
  Sincerely,
  
  Lexee Cabb

  Business Response

  Date: 03/28/2023

  We are sorry for the difficulty. We did verify this information through the court website and through the national database. Upon sending the adverse action we do provide an email and a phone number to call into ************************************ or ************) if individuals would like to dispute the information on the Consumer Report. We do not have any record of receiving an email or phone call from the email/phone number attached to your account.  We also cannot speak to what the property manager said, but the client sets specific parameters in place so that each prospect can be reviewed with the same parameters, while still ensuring an individualized assessment. But at the end of the day, the client does make the final decisionEntrata/ResidentVerify does not make housing decisions.
  
  

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19582538
  
  I am rejecting this response because:The reason for denial was Criminal history , which they originally reported the wrong information anyways. Resident verify/entrata isnt accurate nor reliable and I have since found housing somewhere else.
  
  Sincerely,
  
  Lexee Cabb

• Initial Complaint

  Date:02/08/2023

  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.

  Entrata inc put an unauthorized credit inquiry on my report. Remove or I will take action. I have not even given my personal info to apply for an apartment

  Business Response

  Date: 03/21/2023

  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 Anari due to the applicant not renting an apartment there; we did not contact the property. We encouraged him to reach out to Experian and local authorities to investigate this, and also sent him our document about what processes to take if identity theft occurs.

• Initial Complaint

  Date:12/27/2022

  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.

  Since my residence has been purchased by c.s.c realty I have had nothing but issues with billing. I'm being constantly charged 500 plus in utilities. 3 separate water bills from $50-200. Not to mention duplicate charges all even before rent is due. I call daily hourly to their support line and never get an answer at all times of day. Phone will ring for exactly 3 seconds before the exact same tone of there is no one available to help. Talking with property management they say it's not on their end rather on entrata yet I can never get anywhere past "we're sorry no ones available right now". This is absolutely disgusting as I can get zero correction on my bills and I'm being strong arm robbed otherwise I face eviction for non payment of rent that should not be double what I'm supposed to be paying each time.

  Business Response

  Date: 01/05/2023

  Thank you for reaching out about your utility billing. We do have a email support  ******************************************* as well as phone support  *************) for ResidentUtility that is monitored daily. One thing we cannot address is the change in the amounts you were being billed as compared to your current billing. We can only look at your current billing that we are providing on behalf of CSC.
  Your utilities are calculated based on the actual utility provider bills and either through allocation (RUBs) factors specific to your unit, such as occupancy and/or square footage; or submetering which is based on unit consumption. The set up of these calculation methods and utilities that are being billed back are initially determined by the property. We provide the calculations as determined in the set up of the property and send out statements. 
  In this matter, we reviewed the calculations and we were able to tie into the amounts that you were charged based on the provider bill and your specific unit factors.  As always we are here to provide more specific information on the methods being used to bill and invite you to  email or give us a call.