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

• 

  Velocity

  610 S Main St Ada, OH 45810

• 

  Velocity, Inc

  530 Vaiden Dr. Hernando, MS 38632

• 

  Velocity, Inc.

  200 Airport Dr W Sebastian, FL 32958

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  MyNewPlace

  360 3rd St Ste 450 San Francisco, CA 94107

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:03/19/2025

  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.

  PLEASE EMAIL EVERYTHING TO ME. Mobile Number: ************ Email Address: ******************************* I have NEVER lived in the 2 apartment complexes below. Please remove them from my record **** as this inaccurate information is affecting me from getting approved in an apartment ***************: Dayrise Residential, LLC Apartment Complex: Landing Square Company: ************** Apartment Complex: Victory at ********** I am writing to formally dispute an inaccurate eviction entry on my tenant screening report, which has been reported in error by the companies listed below. The eviction listed, as well as the fraudulent leasing balance still associated with my account, is entirely unfounded and damaging to my financial reputation. This blatant misreporting violates my rights under the Fair Credit Reporting Act (FCRA) 1681e(b) and the Fair Debt Collection Practices Act (FDCPA) 1692, as it is resulting in the dissemination of false, misleading, and harmful information. I demand the immediate removal of this inaccurate entry from my tenant screening report. If these discrepancies are not corrected immediately, I will have no choice but to pursue legal action against both the reporting agencies and any entities involved in the dissemination of this false information. I will seek damages for defamation, harm to my credit reputation, and any other applicable claims under both federal and state law, including but not limited to the **** and *****. Failure to resolve this matter promptly will result in further legal action, including but not limited to a lawsuit for financial damages, injunctive relief, and potential punitive damages. I expect confirmation of the removal within 7 business days.Sincerely, ******** ***** One Site: Real Page Verifast Tenant Screening Transunion MySmartMove ********************************************** (***) Experian Rent Bureau First ************** Resident Solutions Core Logic Rental Solutions One Site Real Page

  Business Response

  Date: 04/11/2025

  Based on the information the consumer provided in his complaint, LeasingDesk Screening will need identity theft documentation, such as a police report or affidavit, if the consumer believes the information appearing in his LeasingDesk consumer file is fraudulent or the result of identity theft in order for us to conduct the reinvestigation as such. 
  The consumer can submit a consumer dispute through our website at his earliest convenience (*******************************************************). The DocuSign form will allow the consumer to attach any ID theft documentation or other supporting documents he may wish to include. Once we receive the necessary documentation, LeasingDesk will promptly initiate a reinvestigation to process the consumer's dispute. Results will be provided to the consumer as soon as they become available. 

  Customer Answer

  Date: 04/11/2025

  To Whom It May Concern,

  I am filing this complaint against ****************** for including inaccurate and damaging information on my tenant screening report. Despite my efforts to dispute the false data, no corrections have been made. This has directly impacted my ability to secure housing and caused unnecessary stress and harm to my reputation. I have formally reported this issue to the ************************ (***) and submitted a complaint to the ************************************ (****). If this misinformation is not removed from my report immediately, I will have no choice but to pursue legal action for defamation and violation of the Fair Credit Reporting Act. This behavior is unacceptable, and ****************** must be held accountable for the distress and obstacles their negligence has caused. I am requesting immediate correction and a formal apology.

  Sincerely,

  ******** *****

  *************************************************************

  Customer Answer

  Date: 04/11/2025

  I have reviewed the business response and accept this resolution. 

  To Whom It May Concern,
  I am filing this complaint against ****************** for including inaccurate and damaging information on my tenant screening report. Despite my efforts to dispute the false data, no corrections have been made. This has directly impacted my ability to secure housing and caused unnecessary stress and harm to my reputation. I have formally reported this issue to the ************************ (***) and submitted a complaint to the ************************************ (****). If this misinformation is not removed from my report immediately, I will have no choice but to pursue legal action for defamation and violation of the Fair Credit Reporting Act. This behavior is unacceptable, and ****************** must be held accountable for the distress and obstacles their negligence has caused. I am requesting immediate correction and a formal apology.

  
  Sincerely,
  

  ******** *****

• Initial Complaint

  Date:02/12/2025

  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 want to report Leasing Desk Screening for providing inaccurate information on my rental record. Due to their reporting, I have been unable to qualify for apartments, and I have no idea how they are obtaining this incorrect data.I followed all the necessary steps to dispute the inaccuracies on their website, but I have not received any response. I recently pulled my official record from the state of ************** through SLED, which is accurate, yet the information reported by Leasing Desk Screening is completely different. This discrepancy is highly concerning, and I need immediate assistance in resolving this issue.Their inaccurate reporting is preventing me from securing housing, and it is unacceptable. I need to understand where they are getting their information from, and this needs to be corrected as soon as possible. Please advise on how I can escalate this matter further.

  Business Response

  Date: 02/27/2025

  Our records indicate that the consumer contacted LeasingDesk Screening to request a copy of his LeasingDesk consumer file. This file, which includes any recent screening report generated in relation to housing applications the consumer submitted, was sent to the consumer via email on 2/14/2025.
  As of today, 2/27/2025, we received by mail the consumers request to dispute inaccurate records that are reporting. We have created a consumer dispute case for the reinvestigation of these items and the consumers dispute is in process. As soon as results are available, we will notify the consumer.
  If the consumer has any questions about the dispute process or wishes to know the status of his dispute, he can call our Consumer Relations team during normal business hours at ************ or reach out to us via email at ***********************************************************************. 

• Initial Complaint

  Date:02/05/2025

  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.

  RealPage refuses to provide me a transaction history for my account. My current property management company, **********, uses RealPage as the payment processing provider and has for several years now. RPM Living has attempted to charge me bogus fees on dozens of occasions and every time up until recently when they are caught by me they claim it was a mistake and remove the made up fees. The new ******* ****** has seemingly made it her personal goal to charge me as many made up fees as possible since she has found out I am Jewish. I have requested the actual history of my account from both RPM and RealPage showing all of the times they have added then removed fees from my account. Both of these companies refuse to provide me this very basic information. The only reason I can see why they wont provide me this information is because they both know how bad it looks for them. They have both attempted to steal from me counting on my account having an auto pay system and me not catching their bogus fees. The history will also show they removed the fees when they were caught and now refuse to do so. I have paid my last lease payment through RealPage to RPM and will be pursuing RPM in Federal Court for discrimination and harassment based on my race and religion. RealPage can either help me with this or be included in the lawsuit. Its a very basic request.

  Business Response

  Date: 02/11/2025

  RealPage is a provider of software and services to property managers and owners and does not own or control the data that resides within each of the RealPage product platforms. Such data is owned by the property owner and is maintained and controlled by the owner and/or manager of the property.  RealPage did not add or remove fees from the consumers account and is, unfortunately, not permitted to provide the requested data to the complainant without explicit instructions from the property owner or manager or a valid legal order directing us to do so (e.g., a subpoena). The complanant will thus need to contact the property with the request.  We have previously provided the complainant with the property staffs name and contact information that we have on file for his property.

• Initial Complaint

  Date:02/03/2025

  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 complaint is against Realpage since their product Activebuilding LLC powers my communities' rental portal. My complaint is that Activebuilding has failed to update my renters insurance that provided the day I moved in to my leasing agent at The *********************** in **********. I havent even been living at this property 2 weeks yet. I spoke to my leasing office and they said everything is good on their end. Now theres a $55 fee labeled renters insurance violation fee showing on my resident portal. Realpage is known for their sketchy practices related to unfair fees. I beed this matter resolved asap!

  Business Response

  Date: 02/26/2025

  The ActiveBuilding resident portal notifies residents in the portal when the apartment communitys (or propertys) records reflect that no valid policy is on file. However, this policy information is obtained from the communitys property management system records and is not maintained or controlled by ActiveBuilding.  The property, not ActiveBuilding or RealPage, also determines when a lease violation fee will be assessed.
  
  Properties use different services to manage uploading and monitoring of their residents third-party renters insurance policies. RealPage offers such a third-party policy monitoring service, but we were unable to locate the name associated with the address you provided in our systems.  Therefore, we assume that a different policy validation service is used by the consumers property. We suggest discussing the situation with the leasing office and/or reviewing the lease to determine the propertys requirements for uploading third-party policies.  You will need to work with your leasing office to determine what is causing this issue.
  
  RealPages eRenterPlan renters insurance offering includes a feature that allows properties to monitor their residents eRenterPlan policies. However, we were unable to locate you as a policyholder in our eRenterPlan database.  If you do have an eRenterPlan renters insurance policy, please contact eRenterPlans customer service at ************** with any further questions. 

  Thanks

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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 a victim of Human Trafficking. Under section 605c of the ****, I'm demanding that this information (Company: ***************************** and Apartment: Interlace) is removed from my consumer report. It's directly tied to me being a victim of human trafficking.

  Business Response

  Date: 02/12/2025

  We have created a dispute case for the consumer's concern in our system. The consumer can contact LeasingDesk Consumer Relations for the case number or information on the dispute process. Once results are available, we will notify the consumer via email and provide an updated file copy if appropriate.
  Please note that LeasingDesk does not own, manage, or maintain credit information relating to the consumer.  If the consumer wishes to dispute any related items in her credit file, she will need to contact the credit bureaus directly (**********, Equifax, or Experian).  Any changes that need to be made to the consumer's credit report can only be made by the credit bureaus.

• Initial Complaint

  Date:01/15/2025

  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'm a resident at an apartment Triple Crown Apartments in ******* ***** that uses Activebuilding and optional use of RealPage rent reporting, I've tried to cancel their services twice now, they were unable to cancel my service once. And the second time, the person that "does that" wasn't there, at 5:40pm CST when they say theyre open until 7pm CST. There was no option to change my account password, or recover my password on their site. I just want the service to be cancelled and my account closed and to no longer be charged monthly.

  Business Response

  Date: 02/04/2025

  The consumer contacted the business after hours on January 15th and was informed that the *** line was closed. The consumer opted not to call back and instead chose to contact their bank. On January 31st, the consumer called again, was connected to the *** line, and successfully canceled their subscription. The business is uncertain where the consumer obtained the 7 PM closing time. Consumers may also submit an online cancellation request at any time through the Manage Subscription link provided on the RealPage Rent Reporting website at ****************************************************************************** under the *** How do I cancel my subscription?

• Initial Complaint

  Date:01/07/2025

  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.

  November 12, 2024, I received an email sent by ****** ********** with a statement saying I owe $80.08 ($50 NSF + $30.08 Insufficient funds fee). The statement reflects my funds were insufficient. A payment confirmation email sent from ****** ********** reflects I paid the remaining balance of $30.08 on November 1, 2024. The funds weren't insufficient. Why am I being charged an NSF fee? ****** ********** uses RealPage and RealPage is claiming my bank gave them a R01 code meaning insufficient funds. After contacting my bank I was told on two different dates that there has been no insufficient transactions made from my account. I was told to provide my bank statements which I did as well as the screenshot from the ****** ******* ***** representative stating there has been no insufficient funds transactions made from my account but that didn't help. I feel like RealPage is scamming me through ****** ********** and there's nothing I can do.

  Business Response

  Date: 11/22/2024

  RealPage is a third party payment processor for property management companies. The complainant initiated their payment on 11/01/2024. The payment was processed on 11/1/24 and originated via the ACH network on 11/04/2024. On 11/06/2024 an R01-insufficient funds return notice was received from the complainant’s bank via the ACH network. When the R01-insufficient funds return was received a fee was applied to the complainant’s account by the property management company.  RealPage adheres to all ACH network guidelines governed by NACHA. We encourage the complainant to continue to work with their bank on the insufficient funds return and any fees incurred, or reach out to their property management company regarding the fee. Attached is the transaction record for review.

  Customer Answer

  Date: 01/14/2025

  I am rejecting this response because:   My bank statements do not reflect insufficient funds during the dates RealPage claims. 

  Business Response

  Date: 01/22/2025

  RealPage is a third party payment processor for property management companies. As mentioned the complainant initiated their payment on 11/01/2024. The payment was processed on 11/1/24 and originated via the ACH network on 11/04/2024. On 11/06/2024 an R01-insufficient funds return notice was received from the complainant’s bank via the ACH network. When the R01-insufficient funds return was received from the complainant's bank, a fee was applied to the complainant’s account by the property management company. RealPage adheres to all ACH network guidelines governed by NACHA. We encourage the complainant to continue to work with their bank on the insufficient funds return and any fees incurred, or reach out to their property management company regarding the fee.

• Initial Complaint

  Date:12/30/2024

  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.

  I was recently alerted that my former landlord sent a debt of almost $16,000 into collections. Since RealPage is the payment processor, Im assuming your company did this on their behalf. I filed a complaint months ago with your company regarding the fact that my now former landlord not only refused to correct my ledger, but that they literally lied on court documentation to falsely file for eviction, and also reported on my final statement that I was evicted when I wasnt. This was months after I had already contacted RealPage to let you know that my now former landlord had bypassed the payment processing system to apply fraudulent charges to my account. I have had zero contact from RealPage regarding the more recent complaint filed pertaining my final statement, and I have all of the documentation to prove Im in the right. Sending the debt to collections is negligent at best and malicious at worst.

  Business Response

  Date: 01/15/2025

  RealPage is a third party payment processor for property management companies. RealPage has no involvement in the overdue balance or collection disputes between the property management company and the complainant, or in the referral of the complainant's account to collections. The complainant should reach out to the property management company regarding the matter.

  Customer Answer

  Date: 01/24/2025

  I am rejecting this response because:  I raised issues with my now former landlord to RealPage months ago. Outside of me calling in October, I never received any update or contact from RealPage. If a company engages in behavior that appears to be a breach of your terms of service, how does that not involve RealPage?

  Business Response

  Date: 02/07/2025

  Good evening BBB, 
  
  At your earliest convenience, please extend the deadline for the case complaint in the subject matter above, as we are working on responding to the complainant. 
  
  Thank you and warmest regards. 
  
  ******** *. Kanu 
  Corporate Paralegal 
  Legal Department 
  Direct:  ************ | Facsimile: **************
   
  
  

  Business Response

  Date: 02/10/2025

  As mentioned previously RealPage is a third party payment processor for property management companies. RealPage has no involvement in the overdue balance or collection disputes between the property management company and the complainant, or in the referral of the complainant's account to collections. The complainant should reach out to the property management company regarding the balance that they reported.

• Initial Complaint

  Date:12/26/2024

  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.

  I am a resident of ************ Apartment of *********, ********. The apartment complex uses ActiveBuilding platform, which is a part product of RealPage, to manage residents resources. I sent the apartment leasing office two attachments (copy of ssn and driver's license) through the Message feature of the ActiveBuilding platform. After sending them out, I noticed that the files were automatically moved and stored in Amazon S3 and I have no permission to delete them. I have contacted the leasing office, support of Active Building, and support of RealPage, but either received zero response or told me they cannot. Because the files include my personal sensitive information, and they have to right to keep it in their cloud after using, I would like to have escalate it and ask for official help. I would like to request them to delete my personal sensitive information from their cloud storage. Thanks.

  Customer Answer

  Date: 12/26/2024

  The company contacted me and solved my issue.

• Initial Complaint

  Date:12/06/2024

  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.

  In April of 2024 I did not receive my rent bill from my Real Page ******************* As such, I did not pay my rent and incurred a late fee charge of $225. I contacted my leasing agent about this issue and she told me to contact RealPage ******************* the company that handles sending out the bills. I contacted them multiple times over the next few months asking if my bill had been sent for April. They responded in turn by sending me my May bill, which 1) was for the wrong month and 2) did not answer my question. I was looking for proof that my bill had been sent out. When I stated this was not the answer to my question, they had delayed and taken so much time to respond that they stated: "got the response from the Tech Team but there is no way for us to retrieve the sent items for March. You requested to get a copy of it on June 12." They maintain that I requested a copy on June 12, which is incorrect. I first requested a copy of proof they sent me the bill on April 11, 2024. They maintain they received the request too late to access the system to see if the bill was sent. However, if they had responded to my request correctly the first time, they would have had ample time to access the information I needed.

  Business Response

  Date: 12/23/2024

  RealPage ****************** received the complaint of this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  The resident expressed concerns regarding not receiving their monthly statement and a $225 late charge. RealPage is hired by the apartment complex to bill residents for their share of utility expenses. RealPage will generate a utility statement monthly. The resident is set to receive their bills electronically at the email address in our system.The eBills are sent from *************************************** resident should add this email address as a contact, so the statements are not sent to junk or spam. The resident is also able to get a PDF copy of her statement at ************************************* by clicking on Residents, and the View Resident Bills if there are any issues receiving the billing statements in the future.
  RealPage has no record of a $225 late charge. RealPage will generate the bills, and the property will collect the payments on site. If there are any questions regarding the late fee, we suggest the resident reach out to the property manager. We have attached the account ledger for review.
  If there are any questions or concerns,the resident is welcome to discuss with their property manager or RealPage ******************s Customer Service Department. 

  Customer Answer

  Date: 12/23/2024

  I am rejecting this response because:   it does not show any proof that my bill was generated and sent to me for April 2024.

  Business Response

  Date: 12/30/2024

  Our research indicates that all resident statements were generated and mailed/emailed on the date provided.  Unfortunately, the record requested is not one that is retained by our vendor that sends emails.  Regardless, as indicated in the resident lease, rent is due in full by the due date.  As this rent was not paid to the property, a rent late fee was applied.  Any refund of that late fee would be at the discretion of the property.