Complaints

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

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Yardi Systems, Inc. has 28 locations, listed below.

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• 

  Yardi Systems, Inc.

  430 South Fairview Ave. Goleta, CA 93117

  
• 

  Yardi Systems, Inc.

  2795 E Cottonwood Pkwy Ste 140 Salt Lake City, UT 84121-6954

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  Yardi Systems, Inc.

  2755 E Cottonwood Pkwy Ste 450 Salt Lake City, UT 84121-6966

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  Yardi Systems, Inc.

  10407 Centurion Pkwy N Ste 110 Jacksonville, FL 32256

  
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  Yardi Systems Inc

  9200 E Pima Center Pkwy Ste 150 Scottsdale, AZ 85258

  

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:04/09/2024

  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.

  I have failed at multiple attempts to recoup an over payment from Yari systems a third party processor for a case and associates property. On 6/5/23 a payment was made via debit confirmation 614097843. The property utilizing this third party (case and associates) claimed the funds were taked from their bank. The bank that was used to pay the 880.50 did not recieve returned funds from Yari or the property. The case and associates property was paid again in money order for rent that the companies claim to have been uppaid. 

  

  Business Response

  Date: 04/15/2024

  Thank you for the opportunity to respond. RentCafe investigated and determined that your bank is the proper source of information on the status of funds to be credited to your account.

  Customer Answer

  Date: 04/19/2024

  
  
  Complaint: 21549109
  
  I am rejecting this response because: The banking institution says the funds cleared the bank and was not returned. 
  
  Regards,
  
  A*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/26/2024

  Further investigation by RentCafe affirmed our initial finding that the issue described must be resolved by you and your card issuer. Yardi is not involved in the issuer’s decision to credit funds to a customer.

• Initial Complaint

  Date:04/08/2024

  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 owns and operates Rent Cafe. I have an account with Rent Cafe. I live at a property managed by Morgan Properties (Saratoga Crossing) in New York. Today I was contacted by C***** at Saratoga Crossing saying I had not paid my rent. I sent a text message telling her that my ability to pay rent on Rent Cafe was disabled. I did NOT disable the pay button. I want to know WHO disabled my Rent Cafe payment option denying me the right to pay rent. This is MY account and nobody else should have the ability to get into my account and change it. Because of Rent Cafe's disabling my account I am unable to pay rent and this can cause late fees and legal action. I also want a refund of the $3.85 I have to pay for the service that I am not able to use.

  

  Business Response

  Date: 04/12/2024

  Thank you for the opportunity to respond to your concerns. RentCafe investigated your complaint and determined that the property where you live disabled your online rent payment functionality. Please contact your property manager for more information.

  Customer Answer

  Date: 04/12/2024

  
  Complaint: 21537992
  
  I am rejecting this response because: THIS IS MY ACCOUNT AND I PAY FOR RENT CAFE $3.85 A MONTH FOR THIS ACCOUNT SO RENT CAFE CAN BILL ME. NOBODY HAS A RIGHT TO DISABLE ANY FEATURE ON THIS ACCOUNT BUT ME. IN ADDITION, RENT CAFE CHARGED ME A $50 LATE FEE WHEN I WAS NOT LATE, I WAS UNABLE TO PAY. RENT CAFE OWES ME A CREDIT OF $1902 FOR MY RENT WHICH I WAS NOT ALLOWED TO PAY. WHO AT THE PROPERTY DISABLED MY ACCOUNT? WHAT IS THE NAME OF THE PERSON? MY ACCOUNT IS PRIVATE AND I AM THE ONLY PERSON WHO CAN MAKE CHANGES TO IT.  THIS IS CONSUMER FRAUD. CHARGING A LATE FEE IS FRAUD AND MAKES ME LOOK LIKE I AM DELINQUENT ON MY ACCOUNT WHICH IS FALSE. RENT CAFE NEEDS TO REINSTATE MY RENT PAYMENT BUTTON IMMEDIATELY AND REMOVE ANY LATE FEE CHARGE. AND REIMBURSE ME FOR THE $3.85 A MONTH FEES I PAID.  
  
  Regards,
  
  J*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/12/2024

  RentCafe recommends that you contact your property manager.

  Customer Answer

  Date: 04/15/2024

  
  
  Complaint: 21537992
  
  I am rejecting this response because: It's a NON answer. I pay $3.85 a month for an alleged "convenience Free" that I cannot opt out of, a fee to make rent payments, etc. which is consumer fraud. I was charged $50 late fee by Rent Cafe for rent non payment but Rent Cafe would NOT let me pay my rent - it disabled my payment button and then has the nerve to charge me a late fee. There is no way to write to Rent Cafe to dispute this. This is CONSUMER FRAUD. I cannot contact the Property Manager agent for landlord because she won't speak to me - their lawyer said I can't contact them. This is an outrage. 
  
  Regards,
  
  J*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/29/2024

  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.

  Between July 6, 2023, and October 16, 2023, six payments were made to our property, and RENTCafe which appears to be a Yardi Systems, Inc. service was using our debit card to make the payment while charging us fees as if we were using a credit card. We have lived at this property since June 2016 and can show documentation from our bank that the card(s) they were charging us credit card fees for were indeed debit card fees connected to our checking account. We were paying substantially more in fees and although I have been reaching out directly to our apartment complex and RENTCafe for months, I have been directed by my property to reach out to RENTCafe and have been ignored by them. Debit card fees are never supposed to be more than $9.95 while credit card fees are a percentage of the entire payment amount. Some of our fees were more than $60-$90 between July to October. Based on my calculations of my payments and my bank statements, they charged us an extra $270.59 in fees.

  

  Business Response

  Date: 04/02/2024

  Thank you for the opportunity to address your concerns. RentCafe allows tenants to select either a debit card or credit card when setting up their payment options. RentCafe’s records reflect that you selected a credit card as your payment method for the timeframe referenced in your complaint. When you selected the credit card payment option, the applicable terms and conditions were disclosed. Please note that you can change your payment method at any time.

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: 21502834
  
  I am rejecting this response because: I would not have selected credit card because I do not own a credit card. I had to have help from someone in the front office because my account was not allowing me to add a card to my account so it’s very possible that they selected credit card instead of debit card while helping me. Not to mention, what you’re disclosing is that someone with a credit card could simply select debit card to simply lower their fee. Why is your system not sufficient enough to detect a credit card from a debit card? Regardless, I’m not backing down. I have the documentation to show that the card number I used to make the payments was a debit card and directly linked to my bank account. I’m doing you a courtesy by requesting a refund of these fees before I contact my bank to request them back myself.
  
  Regards,
  
  C****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/03/2024

  We understand your concerns and thank you for the additional information. RentCafe investigated and determined that your payment method was entered as a credit card, and the payments were processed accordingly. RentCafe is not able to take further action on this matter. If you have additional questions, please contact your property manager or bank.

• Initial Complaint

  Date:03/18/2024

  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.

  RentCafe offers an 'instant bank verification' option that I setup for my autopay to a new bank account. They failed to notify me that the system had already attempted to withdraw from my previous bank resulting in an NSF rejection. For this, they charged me $85 for NSF and $275 late rent fee. After confirming on a recorded 3-way call with Capital1, there is NO fee for NSF billed to Yardi. They threaten to disallow me using bank transfers to pay rent should it happen again, and forced me to pay the late fee and submit a request for 'review'. Guilty until proven innocent + extortionary NSF fee. Had the system properly notified me, or denied me from setting up autopay, I would have happily paid rent on time in another way. There is no way to contact Yardi/Rentcafe directly - I had to go through Gables Customer Care which has since been farmed out to Avalonbay to "create additional value for the shareholders" per their CFO statement in their earnings call. I will be reporting this to the Attorney General. I have a signed/sealed letter from Cap1 enroute regarding the NSF fee they DONT charge. The late fee will likely be rejected and I will be happy to bring all of this to small claims court if not resolved here. I am requesting full refund (or billing credit for next month) of the $360 total (that I was forced to pay!) and full dismissal of restrictions on my account regarding this incident.

  

  Business Response

  Date: 03/22/2024

  Thank you for the opportunity to respond. Payment options within RentCafe are managed by the property where you live. The RentCafe team is working directly with the property to resolve the issue, and the property manager may contact you to address your concerns and answer any payment questions you may have.  

  Customer Answer

  Date: 03/25/2024

  
  Complaint: 21450026
  
  I am rejecting this response because: this isn't a resolution, at all. I don't "have questions about the payment options available". I know what they are. It was RentCafe's ambiguity about which one is connected and when the withdrawals are made that caused all this. I've already re-setup my new bank with the micro-transaction process and thats fine. What I 'have questions about' is RentCafe's junk software and decision to tack on an $85 non-sufficient funds fee after it leaves users misled and confused - and thinking that's okay business practice.
  Stop dodging responsibility and playing pass-the-blame. The property management team is understanding and shouldn't have to play 'support' or apologize for your extortionary fees.
  
  Regards,
  
  B** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/27/2024

  Thank you for the additional information. Please note that RentCafe does not charge late fees or NSF fees to tenants. The RentCafe team reviewed your payment history with the property and determined that the NSF and late fees were created based on the the property's payment options. We understand that the property has removed the late fee as a courtesy. If you have additional questions about the NSF fee, please contact the property directly.

  Customer Answer

  Date: 03/28/2024

  
  
  Complaint: 21450026
  
  I am rejecting this response because: RentCafe continues to pass the blame and provide vague & empty reconciliation comments.
  "Rentcafe is working directly with the property...the property manager may contact you..."
  "Payment options are managed by the property.."
  "Rentcafe does not charge late fees / NSF fees..."
  
  Look. There's 5 parties here: The user (me), Rentcafe/Yardi (payment software integration), The property **I can speak to** (office mgr), Gables Customer Care (customer service farmed out to AvalonBay), and some mystery "backend team" that GCC hides behind when questioned about the fees.
  The 'property' aka my office staff, tell me to contact GCC because they DONT control anything. GCC says "our back office charges those fees, but you cant speak to them". 
  
  I dont know who exactly charged the NSF fee. But the entire reason we had this issue in the first place WAS because of the confusion generated by the software integration in the payment portal itself (owned by RentCafe). I don't care if my $85 is returned from Yardi/Rentcafe, this mystery backend-billing team, GCC, etc. But the root cause was due to the software integration. I had my new account connected, I had autopay setup on it, the rentcafe integration in the portal didn't show any pending transactions at that time. And the fee is extortionary regardless - nobody had any extra expenses or effort because of an NSF rejection. I should not be charged for that. Your software "solution" was the cause. Nothing about the return of my 10% late fee was a courtesy.

  RentCafe/yardi should continue to "work directly with the property to resolve this issue" as originally claimed in the first reply.

  
  Regards,
  
  B** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/26/2024

  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.

  The company Yardi is billing me 3 months behind when the city of chicago bills monthly. Mysteriously my bill is the same every 2 months down to the drop of water used which is absolutely impossible with 6 people in this home

  

  Business Response

  Date: 02/27/2024

  Hello Ms. S****** *******,
  
  Thank you for reaching out to YES Energy Management regarding your billing concerns. We have reviewed your account and wanted to provide you with information help address your questions.
  
  You are billed using a direct pass-through billing method using the Master Meter Invoice (MMI) billed directly from the local provider to Hudson Homes, YES Energy Management allocates the charges for your monthly statement. The MMI is billed on a quarterly basis and so YES Energy Management takes the total amount and breaks it down and spreads it out over a three-month time frame. This is why the charges are the same each month. The most current MMI service dates are 11/07/2023-1/08/2024. This is why the service dates are showing in arrears, most invoices from utilities do run a month or so behind in service dates.
  
  Should you have any further questions or concerns, you may reply to this message or contact YES Energy Management at the phone number listed on your statement.  
  
  Best regards,
  YES Energy Management Team
  
  

• Initial Complaint

  Date:02/12/2024

  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.

  Apartments.com lets anyone publish a listing, I tried and filmed the exercise to see how much verification is required to pose as a property manager or property for rent or sale. And zero verification is required, no ID, no business license, no proof needed, nothing. It's harder to set up a Facebook account. That being said, I found VISION ON LOMBARD (VOM) on Apartments.com here: apartments.com/vision-on-lombard-baltimore-md/l7kllld/ And it currently still states Pioneer Property Management (PPM) as its head company though Omninet Capital shows on my bank statement after paying for the application, which Henrietta Artis contacted me about via email after I started my application. Her email lists a PPM email and website as well as a VOL email and website. I go to VOL website: visiononlombard.com which is now stating "domain does not exist," which scared me and prompted me to make this complaint. But beforehand, that website took me to RentCafe, where I submitted an application with a required payment processed by Yardi and charged by Omninet, who invests in PPM apparently. I attempted to reach out to Henrietta, VOL and PPM and they are unresponsive. I contacted Yardi to see if they had payment history and account controls to remove my data and they cannot because it is in Rent Cafe. So I am coming here with my URGENT REQUEST: REMOVE AS SOON AS POSSIBLE MY INFORMATION FROM RENTCAFE. Do not delete the account. I need the data sent to VOL expunged and wiped FIRST. This can only happen via Rent Cafe who will not let me do it. If Rent Cafe redirects you to VOL and PPM, then those companies need to be mandated to take action as well to expunge my data. The reason I am requesting this is not just because the website suddenly is nonexistent and the "leasing consultant" Henrietta is nonresponsive and Apartments.com lets anyone in their basement or hotel parking lot to publish listings... It's because my data is locked in Rent Cafe.

  

  Business Response

  Date: 02/13/2024

  Thank you for the opportunity to respond to this complaint. Please note that Yardi Systems, Inc. is not affiliated with Apartments.com. Yardi has received your data deletion request regarding your RentCafe application and will contact you directly if any further information is needed.

• Initial Complaint

  Date:02/08/2024

  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.

  RentCafe failed to complete my scheduled auto-pay on February 1 and did not notify me that the autopayment did not occur as scheduled. As a result, I have received a late fee, a possible impact to my credit score, and a pay or vacate notice from my property manager. Having reviewed my bank statement, there appears to be no indication that Rent Cafe made any attempt to debit funds from my account to complete the scheduled payment. When attempting to contact RentCafe/ Yardi Systems, the contact form on their website is broken and does not allow me to submit my contact request. There is no email address or phone number listed.

  

  Business Response

  Date: 02/12/2024

  Thank you for the opportunity to respond. Payment options within RentCafe are managed by the property where you live. The RentCafe team worked directly with the property to resolve the issue, and the property manager may contact you to ensure that this issue does not happen again.  

  Customer Answer

  Date: 02/12/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21266319, and find that this resolution is satisfactory to me. 

  I will note that I was unable to contact any representative of RentCafe via their online portal, nor was any contact information available for RentCafe, aside from using the BBB Complaint system to contact them. I am dissatisfied with that element of this case, even though the overall resolution has been acheived to the original matter. 
  
  Regards,
  
  E*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/01/2024

  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.

  Hello! This issue has been going on for a long time and our housing complex management (Trestle Community Mgmt.) has been basically getting ignored about it. We have a 60 - unit group of condos (called "the flats") in our complex (Campen Springs, in Renton, WA) whose water services are billed by Yardi Services on a "historical basis", instead of an actual individual unit usage basis. Trestle Community Mgmt. has tried and tried to reach a resolution with Yardi but nothing ever gets done. Yardi either doesn't ever respond, or they agree to do something and then it never happens. So these homeowners and tenants are never getting billed correctly, no matter how much water they save, or waste. In my unit we've been regularly getting billed around $110.00/month, while our neighbors with the same number of people living there regularly pay around $70.00. My partner is frequently on the road for work, so he isn't even home a lot of the time. Those of us who are attempting to save water are getting penalized for past water wasting, possibly even by someone other than their own household members (if they are new to the complex, or if the historical basis of billing is based on a more general area, instead of the individual unit - no one really knows how that is being calculated...). Part of the problem is that a lot of our water meters are actually not working. Many of them may just need a battery changed, but the tenants or homeowners don't know how to do this, and shouldn't that be the responsibility of the water provider to maintain their equipment??? Could you please help us make Yardi start billing on an equitable basis, based on actual usage? And to help us reach an agreement to fix the meters that aren't working? Or whatever other repairs the meters need. This has gone on far too long! Thank you very much, M******* ****** 4771 Morris Ave S, Unit T101 Renton, WA 98055 206-407-9760 [email protected]

  

  Business Response

  Date: 02/02/2024

  Thank you for the opportunity to address this issue. Please note that Yardi Systems, Inc. does not provide utility billing services to properties. However, Yardi's affiliate YES Energy Management does provide billing services to this property. YES Energy's Customer Service team will follow up directly with you to address your concerns.

  Customer Answer

  Date: 02/02/2024

  
  Complaint: 21230215
  
  I am rejecting this response because:  This seems to be a kind of shell game between third parties of not accepting responsibility.  Yardi's name is listed in the bill's email address, and I'd like this case to stay open until we reach someone who will accept responsibility.  In our HOA meetings it is always Yardi's name that is spoken of when discussing this problem, not YES Energy Mgmt.    
  
  Regards,
  
  M******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/07/2024

  Ms. N*****: Thank you for the additional information. We understand that a representative of YES Energy contacted you directly about your concerns and that this matter is resolved. 

  Customer Answer

  Date: 02/07/2024

  
  2/7/24
  
  To the Better Business Bureau and Yardi Corporation –

  
  I have reviewed the response made by the business in reference to complaint ID 21230215, and find that this resolution is satisfactory to me.  I now understand that Yes Energy Management would have been the correct party to contact about this matter, and that Yardi doesn't have any immediate responsibility for our water services.  Yardi is the parent corporation only I believe. 

  
  Many thanks to Franklin Jiron from Yes Energy Management for calling me and educating me on how that works.  I have also contacted Juan Rodriguez from Trestle Community Management to let him know about that. I’m hopeful that our HOA, along with Juan, will work with Yes Energy Management to get the problems identified and repairs made in order to correct our water billing.
  
  Regards,
  
  ******** N***** 
  
  
  
  
  

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/17/2024

  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.

  This vendor has deceptive billing practices. My rent before fees is $1591.00 due on the first of each month. On 12/29 I paid $1,600. On 1/2/2024 I was charged a $159.10 late fee. Rentcafe.com does not publish the fees until the first of each month. Fees published on 1/1/2024 were: $8 trash reimbursement, $27 valet trash, $5 pest control, $10 parcel, $12 amenity fee, $6 utility admin fee (11/2 to 12/1, $10 sewer charge range 11/2 - 12/1, $6.41 water charge range 11/2 - 12/1, $10 water base 11/2 - 12/1), i.e., some are variable not fixed fees. There is no grace period for paying after the first of each month. The late fee is applied on the 2nd of each month. So, even if you've paid the full amount of the rent before the first of each month, if you do not also check the portal on the first of the month to make sure you've paid the newly published fees (some of which are a month in arears which begs the question should/could they have been published before the first of the subsequent, you are subject to a late fee with no grace period. Automated payments are not allowed. Automated payments would allow me to pay the amount billed without concern over late fees and an impact to my credit rating. This process wreaks of taking advantage of renters. I intend to report RentCafe.com to the attorney general's office as well. I'd like a refund of the January late fee charged and confirmation that nothing was reported to the credit bureau. We've never been late on our rent with RentCafe.com until now.

  

  Business Response

  Date: 01/23/2024

  Thank you for the opportunity to respond. Please note that all rental payment processes and fees are established by the property manager at the property where you live. We recommend contacting the property manager to resolve any concerns regarding rent payment or fees. We will work directly with the property manager to make any necessary changes.

  Customer Answer

  Date: 01/24/2024

  
  
  Complaint: 21141231
  
  I am rejecting this response because: the property manager is not allowing sufficient opportunity to pay the fees on time which results in a late fee. We already reported the issue to the property manager who redirected us to Rentcafe I.e., Yardi. The problem is we can only see the fees due on the first and if not paid on the first the late fee is charged on the 2nd even if you pay more than is normally due before the first. This is deceptive considering most of the fees are for the prior month. If BBB can’t address this which includes Yardi refunding the late fee my next contact is the attorney general’s ofc as tenants are set up for failure with the current process as this is designed for tenants to overpay either via fees or paying more than is due before the first to avoid not paying enough by the first. Someone should look into when is the earliest the variable fees can be published on the portal and if that is before the 1st why is it not published before the first and why is there not a reasonable grace period after the variable fees are published?  
  
  Regards,
  
  T**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/25/2024

  Thank you for the additional information. We are reviewing the late fee setup internally and will work directly with the property manager to resolve the issue.

• Initial Complaint

  Date:12/21/2023

  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.

  I am a 1.5 year resident of Oceanaire Apartment Homes. I have NEVER missed a rent payment since signing my lease in July 2022. Up until this month, December 2023, I have used the same AMEX to pay rent through the resident portal each month.  Unfortunately, fraud was detected on my AMEX in November 2023 so the card was disabled and replaced with a new one....which is what happens when there is fraud... I used the new AMEX for this months rent successfully as I have done every month since moving in. JUST last week I was informed that my payments for October and November 2023 were returned due to the fraud detection issue as mentioned above. Due to the failed payments, I now had an account balance of 7k. I promptly logged into the resident portal to pay off the balance per property manager request. To my surprise, all of my payment accounts were deleted from my profile. I attempted to re add my new AMEX (used successfuly for December), but received a system error notifying me that no credit or debit card payments will be accepted from my profile for this balance and every month moving forward...    I should not be penalized for the rest of my lease regarding a card issue that was out of my control. Please lift this ban and reinstate my payment options so I can pay the balance and proceed with timely rent payments..

  Customer Answer

  Date: 12/21/2023

  My hope is the new AMEX used to pay for December 2023 can be stored my account moving forward. I can pay today.

  

  Business Response

  Date: 12/27/2023

  Thank you for the opportunity to respond to this concern. Please contact your property management company for help saving your payment methods.