Complaints

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

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  Realpage Utility Management Inc

  535 Anton Blvd #1100 Costa Mesa, CA 92626-9661

• 

  Realpage Utility Management Inc

  PO Box 19661 Irvine, CA 92623-9661

• 

  NWP Services Corporation

  20 Descanso Dr San Jose, CA 95134

• 

  Realpage Utility Management Inc

  22 Executive Park Irvine, CA 92614-2703

• 

  Realpage Utility Management Inc

  PO BOX 553178 Detroit, MI 48255

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:02/21/2025

  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 enrolled in ******* for this company and was somehow charged a late fee. If one enrolls in AutoPay with the full balance to be paid, it should NOT be possible for an account to have a late fee (unless NSF, card declined, etc, which was not the case).

  Business Response

  Date: 03/07/2025

  RealPage Utility Management received the complaint from this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter. 
  
  The resident expressed concerns after receiving late fees on their utility bills sent by RealPage Utility Management.RealPage is hired by the apartment complex to bill residents for their share of utility expenses.  
  In researching the residents account, it was found that the resident autopayment date has occurred after the due date of bill. For example, the payment on January 04, 2025, was processed after the due date of December 27, 2024. When automatic payments are scheduled after the due date but before the next bill date, they often result in late fees. While the late fees are legitimate, RealPage is waiving the late fees as a courtesy. To avoid this in the future, it is suggested that the resident update their autopay date prior to the due date of the bills.  
  If there are any questions or concerns, the resident is welcome to discuss them with their property manager or RealPage Utility Managements Customer ********************** Department.  

  Business Response

  Date: 03/07/2025

  RealPage Utility Management received the complaint from this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter. 
  
  The resident expressed concerns after receiving late fees on their utility bills sent by RealPage Utility Management.RealPage is hired by the apartment complex to bill residents for their share of utility expenses.  
  In researching the residents account, it was found that the resident autopayment date has occurred after the due date of bill. For example, the payment on January 04, 2025, was processed after the due date of December 27, 2024. When automatic payments are scheduled after the due date but before the next bill date, they often result in late fees. While the late fees are legitimate, RealPage is waiving the late fees as a courtesy. To avoid this in the future, it is suggested that the resident update their autopay date prior to the due date of the bills.  
  If there are any questions or concerns, the resident is welcome to discuss them with their property manager or RealPage Utility Managements Customer ********************** Department.  

• Initial Complaint

  Date:01/14/2025

  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 work for *************** Townhomes and Apartments. Realpage Utility company is the 3rd party ****** for our gas utility on our property with 408 units. We have been trying to get ahold of our rep ******** ****- contact info ************ and **************************************** for the company for about a month now. I am unable to speak to a real person and I am having billing issues with the company and cannot discuss or resolve the billing issues I am having on the property because no one responds to emails or calls at this company. I cannot terminate our business relationship with them because I cannot get anyone to respond to me. This is my last attempt to be able to get ahold of someone at this business who could help me with my business account.

  Business Response

  Date: 01/24/2025

  We have reached out to our client and have been discussing her issues to get addressed.  If necessary, please pass along correct contact information: 

  ******* ****
  Property Account Manager | *********************************************
  ****************************************
  Direct: ************
  ****************************************************************************

• Initial Complaint

  Date:08/30/2024

  Type:Delivery 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.

  Received an invoice after business hours on 8/30/24 to pay them $2819 by 9/1/24. My balance is zero with my management company. This company operates with deception. The representative stated they don't have time to make sure the bill is accurate before sending.

  Business Response

  Date: 09/30/2024

  
  Response:
  
  RealPage Utility Management received the complaint of this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  
  RealPage is hired by the apartment complex to bill residents for their share of utility expenses. RealPage will read the submeters and calculate the charges for the utility invoices sent to residents.
  
  The resident expressed concerns regarding receiving bills with the incorrect account balance. ******************** will bill residents based off the information in the billing system at the date of the statement. The resident statement states Property Charges reflect data in the resident ledger as of the date the bills were printed and mailed. If any updates have been made after the date of the statement, those changes will not be reflected until the next months invoice. 
  
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department.
  
   
  Thank you,

  ****** *******
  RUM Compliance
  ****************************************

• Initial Complaint

  Date:08/27/2024

  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 do not have I ever had a contract with this company Real Page Utility management. I moved from my rental property in 4/2024 also switched my energy supplier 4/2024. I received a bill from this company for electric services with the date 6/2024 to 8/2024. I clearly left the property in April. Called the company and explained this to them and they asked to see proof. I sent an email with my electric bill showing transfer of services with the date to ************************************************************ Have not heard anything yet. I asked them to remove me as I have no contract with them. I was then told that I would still be responsible for the bill even if I didn't live there anymore since 4/2024. I told them I'm not paying and was then hung up on. This is a complete scam.

• Initial Complaint

  Date:07/31/2024

  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 charged for unreasonable fees twice for the payment of utilities fees with amount up to 70$ dollars.1. I set up auto-pay and the website showed 99.77$ was deducted on June 26th. after a month the fee was returned and I was charged for extra 35$. during the process I log in the website and the balance is 0$.2.the website showed 99.92$ was deducted on July 26th. after 3 days the fee was returned on July 31th,2004 and I was charged for extra 35$ again.I set up auto-pay and I enrolled e-statement bill earlier. why could't I receive any notice about my payment but only be charged extra 70$ fees directly???I emailed the website last week and this week for 4 times and nobody answered me up to now

  Business Response

  Date: 08/15/2024

  The resident expressed concerns after receiving penalty fees on their utility bills sent by RealPage Utility Management. RealPage is hired by the apartment complex to bill residents for their share of utility expenses.
  In researching the residents account, it was found that the resident is responsible for the *** fees due to the automatic withdrawals in June and July 2024 being returned as ***.
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department. 

• Initial Complaint

  Date:07/23/2024

  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.

  RealPage Utility Management Inc. manages and provides utility statements for my account. In the months of Dec 2023 and Jan 2024, estimated readings had been used to calculate my usage (water, sewer, electricity) and charges. When the actual readings came in the next months statement, I compared those with the actual readings in Nov statement and I realized that I had been billed for significantly higher units than what was consumed in my apartment in Dec and Jan as follows:Water: Nov End Actual Reading = ***** Feb Beg Actual Reading = *****. I used 232 units in Dec - Jan. *** I paid for 416 units (208 in Dec and 208 in ************** Units paid = 184 Electricity: Nov End Actual Reading = ***** Feb Beg Actual Reading = *****. I used 251 units in Dec - Jan. *** I paid for 350 units (175 in Dec and 175 in **************** Units paid = 99 Based on the water/sewer/electric unit rates in Dec and Jan statement, I overpaid by a total of $79.24 ($36.52 for Dec and $42.72 for Jan).I contacted them in March and was told to wait until I have received 3 subsequent statements with actual readings to confirm that the meter is working accurately. After I had received the 3 statements, I contacted them as a follow-up and they initiated a ticket. After some more phone calls in June, I was told that the meter has been verified, the credit had been approved and credit information had been forwarded to the Account Manager so that it could be applied to my account. I have contacted my apartment management several times, and I am told that they havent received anything from RealPage. When I contact RealPage, I am told that they have forwarded it to the Manager. I would appreciate it if I could get a refund check in the amount of $79.24 for the overpayment of the utilities. Please let me know if I need to provide any additional information.

  Business Response

  Date: 08/05/2024

  RealPage Utility Management received the complaint of this resident, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  
  RealPage is hired by the apartment complex to bill residents for their share of utility expenses.RealPage will read the submeters and calculate the charges for the utility invoices sent to residents. The property will collect the money for rent and utilities on site. 
  
  The resident expressed concerns after receiving estimated billing from RealPage.  The resident did receive estimated usage due to the data collector on the submeter being down in the months of December 2023 and January 2024. Once the data collector was in working order and actual usage for the unit was received, RealPage calculated the billing adjustment and sent that information to the property manager for adjustments. The property management team collects the money for rent and utilities on site and would be the party to issue any credits.
  
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department. 

  Customer Answer

  Date: 08/06/2024

  Dear ********************** you for your response and explanation of the process. 

  I understand that the RealPage provides the statements and then the Property collects the payments. Based on my multiple conversations with RealPage representatives, the adjustment had been calculated and approved (as you mentioned).

  This adjustment, however, has not been received by the property manager I have talked to them several times.  The property manager suggested a couple of times that I request RealPage to re-send the adjustment.  But she has still not received it.

  A couple of times during my phone calls with RealPage agent,I have been told that the adjustment goes to an Account Manager and it does not go directly to the Property Manager.

  I am not sure where the adjustment is stuck in the process.  But since the adjustment has been approved I would appreciate it if I could just be given a refund check in this amount (instead of credit to my account).

  I have been trying to get this resolved for the past 6 months and I would be grateful if this could be resolved soon.
  
  Thank you!
  Sincerely,
  ***.

• Initial Complaint

  Date:06/07/2024

  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 issue has been going on for several months. Each month they tack on another $9.50 late fee for something that has always been paid early. I make my utility payment 2 weeks in advance because this company seems to hold my payment and posts it when it's past the due date. It appears to be in retaliation because I pay by check, and not by their convenience fee option. I have sent letters to address this issue but the letters keep getting returned to me as "undeliverable as addressed." I sent emails to their customer ********************** mailbox but never got a response. RealPage and Realpage Utilities Management are the same company, however one gets payments and the other correspondence. If someone sends a letter with no check but utilities management is on the address... they send it back not bothering to verify it's not a payment. I contacted my complex management and they instructed me to contact the third-party utility company and have them contact the complex management office for permission to remove these fees. I was instructed by a person with legal knowledge not to call but to write or email as I may need to document this situation. The late fees now total $38. I want these fees removed and I want the harassment to stop.

  Business Response

  Date: 06/21/2024

  RealPage Utility Management 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 after receiving late fees on their utility bills sent by RealPage Utility Management. RealPage is hired by the apartment complex to bill residents for their share of utility expenses.
  In researching the residents account, it was found that the resident is responsible for the late fees due to late or partial payments received by the resident in January. The resident has previously acknowledged the validity of the late fees.
  The resident also expressed concerns regarding her correspondence not being received by RealPage via mail. We encourage the resident to use the contact information provided on her bill. The address in the attachments is not a RealPage Utility Management address. 
  As mentioned above, RealPage is hired by the apartment complex to bill residents for their share of cost. If they resident would like to discuss a refund of the late fee, this request would come to RealPage from the property manager.
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department

• 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.

  There is a charge of $31.54 labeled 'Balance Forward' on the e-bill statement dated 03/18/2024, and after calling Realpage **** they informed me that there is no detailed information available for this charge. It seems that the charge relate to expenses actually incurred prior to my move-in on 03/08/2024, which I was not expecting to be billed for.

  Business Response

  Date: 06/04/2024

  RealPage Utility Management received the complaint, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  
  
  RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses such as water, sewer, and trash. 
  
   
  
  The resident expressed concerns as they have a balance forward line item and they do not know what the charges are for. RealPage is hired by the apartment complex to bill residents for their share of utility expenses. The information on the ledger is provided to RealPage by the property.  The resident would need to reach out to the property for the information they are requesting.
  
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department.
  
   
  
   
  
  Thank you and continue to remain safe.
  
   
  
  ****************************
  
  Corporate Paralegal
  
  Legal Department
  
  Direct:  ************ | Facsimile: **************
  
   

• Initial Complaint

  Date:03/13/2024

  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.

  Theyre adding late fees to my bill when my bill is not late . I spoke with them and emailed them regarding this matter but they are ignoring me and still charging me.theyve charged ***** in late fees.

  Business Response

  Date: 04/11/2024

   

  RealPage Utility Management received the complaint, and we would like to take this opportunity to respond and provide details to help resolve this matter.
  RealPage is hired by the apartment complex and/or their management company to bill residents for their share of the property utility expenses such as water, sewer, and trash.  The monthly statement simply reflects the residents portion of the overall bill for the property. In reviewing the residents concerns, it appears the payments in question were received after the due date on the statement. The late fees are charged due to the payments being received after the due date.
  When our invoices are mailed, residents have a set amount of days to make full payment before a late fee is applied.  This information is clearly stated on each resident statement.  This fee is only applied if a balance remains on the account after the indicated due date.  This may occur if the payment is not received and processed by the due date, or if the payment was a partial payment. 

  
  RealPage currently has three main bill payment options for our customers convenience.  The customer can reach out to ******************** Customer ********************** to learn the options for payment.

  
  As always, our RealPages Customer ********************** Representatives are available to answer question about the billing and the resident's account.  They can be reached by calling ***************:00a.m. to 7:00p.m. (CST) Monday through Friday

   

   

  Thank you and continue to remain safe.

   

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

  Corporate Paralegal

  Legal Department

  Direct:  ************ | Facsimile: **************

  
  

• Initial Complaint

  Date:12/12/2023

  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.

  09-13-2023 I am being billed for services for dates that I did not live at ***************. I have called RealPage Utility Management and they are not getting response from the appropriate person or they are not following ** in a timely manner with the appropriate person to get the information they need to stop billing me. May ******** ID ******* Account # **********

  Business Response

  Date: 01/12/2024

  RealPage Utility Management 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 that they are receiving bills from RealPage Utility Management for an apartment that they are no longer residing in. RealPage is hired by the apartment complex to bill residents for their share of utility expenses. The information for billing is provided to RealPage by the property. RealPage customer ********************** reached out to the property and they confirmed the resident moved out in July 2023. We have updated the information on our end and the resident should no longer receive any bills for this unit.   The attached ledger shows the charges reversed and a zero balance.
  
  If there are any questions or concerns, the resident is welcome to discuss with their property manager or RealPage Utility Managements Customer ********************** Department.
  
  Thank you,