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

• 

  Level One LLC

  53 General Warren Blvd Malvern, PA 19355

• 

  Velocity

  610 S Main St Ada, OH 45810

• 

  Real Page

  4550 N Point Pkwy STE 410 Alpharetta, GA 30022

• 

  Velocity, Inc.

  200 Airport Dr W Sebastian, FL 32958

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:06/18/2025

  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 contacted the company so that in accurate information could be removed from my tenant screening report and the information has not been removed. I requested a new copy of my tenant screening report and as of 6/16/25 the information is still reporting and accurately I did receive an email from *********** that they were going to remove the information but nothing has been done yet.

  
  

  Business Response

  Date: 07/02/2025

  Upon receipt of the consumer's dispute, LeasingDesk Screening promptly initiated a reinvestigation of the disputed information. Results of the reinvestigation were sent to the consumer and screening property. An updated copy of the consumer's file with LeasingDesk was sent to her on 6/24/2025.

• Initial Complaint

  Date:06/03/2025

  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 landlord requires us to use one of two 3rd party payment options. One of which was a scam and this one, Activebuilding/LOFT. My roommate and I have had this issue almost every month since moving into our apartment where Activebuilding has taken my rent payment from my bank account, then it has been put on hold while I have got an email saying my payment is processing. Then I dont get an email saying if the payment went through or not. When I go back to check my bank account, it seems to be that the money has been taken out yet my landlord has not been informed. Because of this issue, I was served an eviction claim in April 2025. This has happened again as of June 2025. This is getting out of hand and I am sick and tired of this app that is supposed to be trusted being a liar and a scam artist.

  Business Response

  Date: 06/20/2025

  RealPage is a third party
  payment processor for property management companies. The complainant used
  payment options provided by Bilt and Flex. RealPage applied the payments to the
  complainant’s ledger when payment instructions were received from the
  respective payment methods. For payment issues concerning Bilt the complainant
  can contact their support department at 1-844-822-2458 and for Flex payments
  the contact is [email protected]. We encourage the complainant to work with the
  property manager regarding the eviction notice. 

• Initial Complaint

  Date:05/27/2025

  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 applied for an apartment for myself, my husband, and our infant child. During the application process, RealPage (LeasingDesk) provided the property manager with a consumer background report that falsely stated I had a criminal record. As a result, I was denied housing.I requested a copy of the report from RealPage and discovered it included a first-degree robbery charge from ********. I have never lived in or even visited ********, and I have no criminal history whatsoever.After researching the case on Missouris public court website, I confirmed that the individual named in the case has a different date of birth, gender, and middle name. This is clearly a case of mistaken identity or a mixed file, and it should have been easily avoided if RealPage had properly verified essential identifiers such as full name, date of birth, Social Security number, and gender.I filed a formal dispute with RealPage seven days ago and have followed up multiple times. Their only response has been that they are waiting on the courts, even though I was able to independently verify that the individual involved in the Missouri case is not me. This shows a lack of urgency and care in handling a situation that directly impacts housing eligibility and family well-being.Because of this error, my family including our infant child is facing the immediate possibility of homelessness. We are scheduled to move out of our current residence this month, and we currently have nowhere to go, all due to this false report. This has caused significant emotional distress and financial hardship, and the situation was entirely preventable had RealPage followed appropriate screening practices.There are also multiple reports and complaints online of RealPage making similar errors involving mistaken criminal records. This indicates a systemic failure in their background check process that must be addressed.

  Business Response

  Date: 06/06/2025

  Upon receipt of the consumer's dispute, LeasingDesk Screening promptly initiated a reinvestigation of the disputed information. Results were sent to the consumer and screening property. We encourage the consumer to contact the property about the results of the dispute, if they have not done so already. 

• Initial Complaint

  Date:05/07/2025

  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.

  I am writing to formally dispute false information your company has shared in a credit report provided as part of my rental application process.Your report incorrectly shows a fraud alert on my credit file. I have confirmed with all three major credit bureaus that no such alert exists. Because of this error, the building has suggested that my security deposit should be increasedbased on a misrepresentation of my credit status.I request that you immediately:Remove or correct the false fraud alert.Confirm in writing that no such alert exists.Provide a corrected report or statement that I can share with the building.This error is causing me unnecessary financial harm, and I expect a prompt resolution within 10 business days.

  Business Response

  Date: 05/19/2025

  As a reseller of consumer credit data, LeasingDesk Screening does not own, manage, or maintain consumer credit data, but merely passes the data from the credit bureau directly to the screening property. The "fraud alert" indicated by the consumer is part of the Equifax ID scan product. It alerts credit grantors to check the identification of the person making the application to ensure that the applicant is the actual customer. This statement is not part of the consumer's credit file and we are unable to dispute this item with the credit bureau, in this case Equifax, on the consumer's behalf. 
  
  Should the consumer decides to dispute other information on his consumer report, our Consumer Relations team will be happy to assist. He can contact us at ************  during normal business hours or submit a consumer dispute through our website at his earliest convenience, ********************************************************.

• Initial Complaint

  Date:05/06/2025

  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 am filing this complaint against LeasingDesk Screening (RealPage, Inc.) regarding inaccurate and outdated information used in the tenant screening process that resulted in my rental application being denied by The Lively at *********, managed by ***********************. On May 4, 2025, I was denied housing at Lively at ********* based on a report and AI score provided by LeasingDesk Screening. The notice cited unsatisfactory credit history and a record of eviction, both of which are inaccurate and misleading.Key Issues:Eviction Inaccuracy:The denial listed Eviction unsatisfactory, yet I have never been evicted. This false claim has harmed my ability to secure housing and may be a violation of the Fair Credit Reporting Act (FCRA), which requires all consumer report data to be accurate and verifiable.Paid Collection Account Not Updated:A rental balance with Fair ************************** was cited in my screening. This balance has been fully resolved and marked PAID IN FULL as of April 23, 2025. According to the ***** LeasingDesk has an obligation to maintain accurate and up-to-date information. Their continued reporting or scoring based on a resolved debt is improper.Lack of Proper Investigation/Dispute Mechanism:I was not afforded any opportunity to verify or dispute the alleged eviction or explain the resolved collection account prior to the denial. This raises serious concerns about LeasingDesk's compliance with consumer rights under the FCRA.Requested Resolution:Immediate correction of all inaccurate or outdated information in my consumer file and AI Score.Removal of the erroneous eviction entry and adjustment of my AI Score to reflect the accurate and current status of my accounts.Confirmation that the updated information has been communicated to all properties or third parties who may have received the inaccurate report. This matter has caused undue stress and has interfered with my ability to obtain stable housing.

  Business Response

  Date: 05/16/2025

  As a credit reseller, LeasingDesk Screening does not own, manage, or maintain consumer credit data but merely passes such data from the credit bureau directly to the screening property. Upon receipt of the consumer's credit dispute, we promptly forwarded the dispute to Equifax for reinvestigation. The credit bureau's reinvestigation results were forwarded to the consumer once they were available. 
  Upon receipt of the consumer's eviction dispute, we promptly initiated a reinvestigation of the disputed records. The results of the dispute were provided to the consumer May 15, 2025. 

• Initial Complaint

  Date:04/28/2025

  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.

  BBB Complaint Against RealPage, Inc.Consumer: **** ****** Address: ********************************************* To Whom It May Concern:This is a formal dispute against RealPage, Inc. for furnishing completely false, fraudulent rental data under my name and Social Security number (XXX-XX-4628) via ************************** are reporting a fabricated rental history from DayRise Residential Landing Square, including fake lease dates (1/26/2024 1/28/2025), a false rent balance ($6,779.11 + $153.97), and alleged delinquencies. I have never lived at **************. I have resided at ***************************************************************** my entire life and never signed any lease or financial agreement with DayRise Residential.I am invoking my legal right to a TRAFFIC BLOCK under 15 U.S.C. 1681c-2. You must block this inaccurate information within four (4) business days of receiving this notice, my ID, proof of address, and identity theft affidavit.Your actions violate multiple federal laws:FCRA 1681e(b): Failure to ensure maximum possible accuracy.FCRA 1681i: Failure to conduct a reasonable investigation.FCRA 1681c-2: Failure to block fraudulent data.FACTA: Mishandling sensitive identity information.CFPA (12 U.S.C. 5531): Engaging in unfair, deceptive acts.This false reporting has caused me serious harm including multiple housing denials for me and my two sons, emotional distress, public humiliation, and reputational damage.DEMANDS:Immediate permanent deletion of all DayRise-related false rental data.Confirmation in writing that the account has been removed.Full disclosure of all third parties who accessed or furnished this information.Failure to comply will result in complaints to the ***, state agencies, and the pursuit of civil action for statutory, actual, and punitive damages under federal ******* are hereby placed on final notice.Respectfully,**** ******

  Business Response

  Date: 05/08/2025

  Upon receipt of the consumer's complaint, LeasingDesk Screening has reinvestigated the disputed information. Results of the reinvestigation have been sent to the consumer. The consumer can request an updated copy of their consumer file through our website, **************************************************************** calling our Consumer Relations Team during normal business hours. 
  
  

• Initial Complaint

  Date:04/26/2025

  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.

  The business and its child company, ***************, have fraudulently and without authorization charged my credit card three separate times on 5/9/2023, 4/25/2024, and 4/25/2025 each for $248, totaling $744.I purchased a renters insurance policy from them in 2018, which I formally canceled on 2/13/2019. I have written confirmation of the cancellation. At no point did I renew, reactivate, or authorize any future ********** make matters worse, the credit card I originally used expired long ago, and I never provided updated payment information. Yet, they somehow accessed my new card without my permission, raising serious concerns about how they are storing, sharing, or misusing customer financial information.This companys actions amount to theft unauthorized access, fraudulent charges, and abuse of sensitive financial data. Their practices are deceptive, unethical, and possibly illegal.I am demanding:A full and immediate refund of the $744 they stole A formal explanation of how they obtained and used my updated credit card information Written confirmation that all my data has been permanently deleted from their systems Full accountability for their fraudulent practices, including reporting to the appropriate regulatory authorities if necessary.I will not tolerate further delay, excuses, or negligence. This behavior must be investigated and corrected immediately.

  Business Response

  Date: 05/12/2025

  We are unable to locate a policy for Mr. **** at the address mentioned in this complaint.  We did however find a policy issued in 2018 for Mr. **** in the state of **************  That policy was cancelled in 2019 with no further credit card charges after the date of cancellation.   We have also attempted to locate another policy using the last 4 digits of the credit card used from the previous policy and were unsuccessful in finding another policy.  *********** can provide another policy number perhaps issued in another name/ location and/or email address, we can attempt to locate and resolve the issue.  Or, Mr. **** can dispute the charges with his creditor who can also resolve the issue. 
  
  *********** has additional policy identifying information to provide, our customer service team can be reached **************.
  
  Thanks.

• Initial Complaint

  Date:04/07/2025

  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.

  I pre scheduled the balance of my rent on 4/4/25, and on 4/5/25 I was charged $777 more than I was supposed to pay. I called the apartment complex and verified the amount that should be paid, and was advised to call RealPage and nothing more should've been added to my account. I called ******************** and was told the apartment complex added more to the rent amount, (apartment complex closed on 4/5/25), however the Asst. ******* for the apartment complex was there and confirmed to RealPage, the charged the took from me was totally incorrect and needed to be refunded, the agent would not listen and spoke over me and the Asst. *******. I asked to speak with the agents supervisor and was advised someone would callback, and she could not process any refunds, she also stated to me to call the bank and have the bank take care of this issue.I believe RealPage should be responsible for the stop payment fee from my bank in the amount if $20, and any other fees RealPage may try to charge me being that they made a huge mistake.

  Business Response

  Date: 04/18/2025

  RealPage is a third party payment processor for property management companies. When the payment schedule was created by the complainant, the amount of the account balance was elected. On 4/5/25 the account balance at the time was $1,077 therefore the system deducted this amount from the bank account, as instructed.  The Support supervisor reached out to the complainant on 4/9/25 and explained the scheduled payment options and the account balance at the time the scheduled payment was processed. We encourage the complainant to reach out to the property management company concerning the account balance, overpayment(s), and any fees incurred. 

  Business Response

  Date: 04/22/2025

  Business

  Most Recent Message

  Date Sent: 4/18/2025 6:28:06 PM
  RealPage is a third party payment processor for property management companies. When the payment schedule was created by the complainant, the amount of the account balance was elected. On 4/5/25 the account balance at the time was $1,077 therefore the system deducted this amount from the bank account, as instructed.  The Support supervisor reached out to the complainant on 4/9/25 and explained the scheduled payment options and the account balance at the time the scheduled payment was processed. We encourage the complainant to reach out to the property management company concerning the account balance, overpayment(s), and any fees incurred.