Complaints

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

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  Entrata, Inc.

  4205 N Chapel Ridge Rd Lehi, UT 84043-4171

• 

  Entrata, Inc.

  14545 Bammel North Houston Rd Houston, TX 77014-1129

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2025

  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.

  They are not issuing a new statement to my account showing an update when a payment has been credited to our account even if I request one. For example an amount was credit to my account for March bringing the balance down from about $1400 to $1261.26. When I asked for a statement reflecting the $1261.26 for March they refused. However, Entrata said they could see the amount. Entrata staff you refer me to the ledger yet the Statement is the only item that can be downloaded and printed out. The ledger/a screenshot will not print. Also, the statement is the only document that includes my account info and my landlord's information along with the full breakdown the balance due and what makes up that balance. It is our only receipt. Will you give us an updated receipt when we ask? We are paying for this service and more monthly.

  Business Response

  Date: 04/23/2025

  Thank you for contacting Entrata.

  Entrata is a technology provider offering property management software solutions to property management companies and property owners. While we support the digital infrastructure used by these organizations, we do not manage resident accounts directly.

  We understand that Ms. ****** would like to obtain a printed copy of her ledger. Residents can access their account information, including statements and payment history, through Entrata's ResidentPortal. The portal allows users to view and download account activity or capture a screenshot of the ledger for printing purposes.

  For any additional assistance in obtaining a printed copy of Ms. ******* ledger, we recommend reaching out directly to the propertys management team, who can provide support specific to her account.

  
  

• Initial Complaint

  Date:03/18/2025

  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 am writing to formally dispute the eviction records listed in my tenant screening report dated March 13, 2025 (File Number: ********-********). Upon reviewing the report, I noticed three eviction records reported under my name associated with PP Briarwood Investors, LLC DBA The Point at Owings Mills. The details are as follows: Case Number: **************** – Filed on February 14, 2019 Case Number: D-**************** – Filed on March 11, 2019 Case Number: ****************** – Filed on December 11, 2019 I would like to bring to your attention that these eviction records are inaccurate and should not be reported on my file. According to the Fair Credit Reporting Act (FCRA), consumer reporting agencies are required to report only accurate and verifiable information. If the records cannot be verified or if they are found to be inaccurate, they must be removed promptly. Furthermore, I would like to highlight two key issues regarding these records: 1. COVID-19 Pandemic Period: These alleged eviction filings occurred during the COVID-19 pandemic, a time when eviction moratoriums and protections were in place. As such, these records should not have been processed or reported. 2. Violation of Permissible Purpose: I never provided written consent for my personal information to be shared or reported. Reporting such information without my explicit authorization constitutes a violation of the permissible purpose requirement under the FCRA (15 U.S.C. § 1681b). I request that you investigate this matter and provide me with a written confirmation of the results of your investigation. If the records cannot be verified or are deemed inaccurate, I expect the eviction records to be deleted from my tenant screening report immediately.

  Business Response

  Date: 04/23/2025

  Thank you for contacting ResidentVerify LLC, owned and operated by Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complexes. 

  We received Mr. ***** consumer authorization on March 13, 2025, in connection with his rental application for ********************. We understand his concerns regarding an eviction record noted on his consumer report. As Mr. **** mentioned, certain legal protections were implemented to address housing challenges resulting from the COVID-19 pandemic.

  In the state of ********, tenants may petition the court to seal eviction records if the eviction occurred between March 5, 2020, and January 1, 2022. Based on our records, Mr. ***** eviction filings appear to have occurred in 2019, and therefore likely fall outside the eligible timeframe for record sealing.

  We encourage Mr. **** to contact the appropriate court directly for further guidance if he believes this information to be inaccurate.

  In response to Mr. ***** complaint, we opened a dispute and have also conveyed the information contained in this response to him directly. We encourage Mr. **** to respond directly to ****************************************************************************************************************************************************************** if he requires further assistance.

  
  

• 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.

  I live at 5555 Long Prairie Trace apartment 1114 for 1 year or more. I did not sign a lease for longer that 3 month intervals. I paid my rent on time, and I was never late. The apartment was left clean and the carpet was shampooed. I hired a cleaning service and a carpet cleaning service from the internet. I took pictures before turning my keys in over the weekend. I left the ac on so the carpet would be dry and I extended the electricity until monday at end of business. The manager sent me to collections, credit bureaus agency alleging the carpet had an odor. I do not know if management, the maintenance team or office staff went to the apartment upon returning my keys, turned the AC OFF causing the carpet not to dry. This is unfair to me as a consumer that paid them on time each month, spent money having the apartment cleaned, carpet cleaned and put great reviews online. They're negligent, putting marks on my credit and apartment history. I am asking them to remove the bad marks.

  Business Response

  Date: 02/25/2025

  I write on behalf of Entrata, Inc. I am in receipt of Ms. *******’s complaint to BBB with the above-referenced number. Unfortunately, the complaint has been addressed against Entrata in error.
  

  Entrata does not own or manage Advenir at Grand Parkway West Apartments, and has no oversight or responsibility for any matters involving leasing, charges, damages, terminations, or collections. Entrata provides property management software and related services, including website hosting, for the property. Entrata is not a proper party to these claims. Ms. ******* will have to resolve these issues directly with the property. 
  

  Unfortunately, we have no record of Entrata directly receiving notification about these issues prior to receiving the BBB complaint, otherwise we would have attempted to clarify our role with Ms. ******* sooner. We trust that this response satisfactorily resolves this matter.

• Initial Complaint

  Date:01/22/2025

  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.

  This company made a hard inquiry on my credit history, an unnecessary step in determining my eligibility for rent and far exceeds the standard credit check process for the industry. Worse it is not adequately educating its users to inform applicants of the steps involved. I was told that this process would check my bank account statements for deposits, thereby constructing a picture of my income that wouldn’t require gathering pay stubs. The reality seems a far cry. There is absolutely no discretion or concern on behalf of the applicants, who are simply applying for rent and not seeking a line of credit. This is a heinous practice and the company should be held to task on this.

  Business Response

  Date: 02/19/2025

  Thank you for contacting Entrata. Entrata is a technology company that provides property management software to our clients, which are property management companies and property owners. 

  
  

  On January 22, 2025, Mr. ******** electronically signed a Consumer Authorization form in connection with renting an apartment of interest. The owner and/or manager of the apartment complex uses software and services provided by Entrata, including background screening services of Resident Verify. Our records indicate that Mr. ******** did authorize the background screenings and the hard inquiries on his credit.

  
  

  Although Mr. ******** authorized the hard inquiry on his report, Resident Verify is pleased to initiate a request for the removal of this inquiry on his behalf. Mr. ******** will receive a confirmation email once the removal request has been submitted. Please note that it may take between 25 and 30 days for the credit bureaus to update consumer reports. If the inquiry has not been removed after this period, *********** may contact Resident Verify for further assistance.

   

  For any further questions, email or call Resident Verify at ********************************************************************************************************************************************* or ************.

  
  

  
  

  Thank you, 

• Initial Complaint

  Date:01/10/2025

  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.

  We lived in the ********* apartments for 1 year. At the end of November 2024, when we checked out, we fulfilled all the conditions and left the apartment in very good condition, we did a full cleaning there and everything remained perfect. After that, the manager came, looked at the condition of the apartment, took the keys and said that she had no complaints against us, and we would receive our check with a deposit of $1,200 within 2 weeks.After that, we waited three weeks and started trying to find out when our check with a deposit would arrive. We called every day several times, making several hundred calls during this time. However, we managed to get through to the manager only twice. Both times she said that she could not find us in the system and said that she would call back later. Naturally, she did not call back even ******* the same time, we wrote emails demanding the return of our illegally withheld deposit. In total, we sent several emails, to none of which we received any response. At the end of December 2024, I sent a paper letter to the manager of this apartment demanding that they return our deposit and explain why it had not been returned to us yet. We did not receive a response to this letter either. We also went to this apartment more than once, but were able to see the manager only once. The previous times, the office was constantly closed and there was no one there. The only time we saw the manager, she said that she is very busy. As a result, we waited near the office door for almost three hours. When she came out to us, we tried to find out where our deposit was and why it had not been returned to us. She said that our deposit had been sent by mail. When we asked for the tracking number, she continued to lie and said that our deposit had not been sent yet. As a result, we were still unable to get an answer as to why they had not returned our deposit and when they would return it to us.Please help ******* regards, Aleksei **********

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to Entrata, Inc. We regret to hear about the challenges you have encountered in obtaining the return of your deposit and your difficulties in resolving this matter with the property manager. Entrata is a property management software company that provides software and other services to owners and/or managers of apartment complexes. These properties utilize Entrata software to, for example, lead prospective residents through the leasing process. We do not own or manage rental properties and are not a party to any lease agreement. Any contractual charges or deposit refunds are determined directly by the property.  As such, we unfortunately believe you submitted this complaint to Entrata in error and are unable to assist you with your request. Please continue to work directly with the property in order to resolve this issue.

• Initial Complaint

  Date:01/02/2025

  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.

  Dear Better Business Bureau, I am writing to file a formal complaint regarding a billing issue with the resident portal, Entrata. In November, I requested a correction to the balance shown in the system, as it was reflecting an incorrect amount. Unfortunately, by December 3rd, the system still displayed an incorrect balance of $1,080.44 for move-in fees, in addition to other charges that totaled $2,182.57. As a result, the autopay function in the system attempted to process both of these amounts simultaneously. Despite my prior attempts to address the discrepancy, the system was not updated in time, leading to me being charged a $25 fee twice, for a total of $50 in additional charges. (Transaction date: December 12, 2024) I am requesting that this matter be reviewed and that the $50 in duplicate charges be refunded. I have made several attempts to resolve this issue directly with my leasing manager's help, but the situation remains unresolved. Thank you for your time and attention to this matter. I look forward to your prompt response. Sincerely, ******* ******* ********@gmail.com

  Business Response

  Date: 02/07/2025

  Thank you for reaching out to Entrata. We are a technology company that provides property management software to property management companies and property owners. 

  
  

  We understand Mr. ******** concerns regarding the ***************** Fees he was charged. At the time these charges occurred, Mr. ******* had two outstanding payments: his monthly rent and a deposit installment. Both payments were set up as recurring charges and were automatically debited from his bank account. Since they are distinct fees, they are processed separately.

  
  

  On November 26, 2024, an automatic payment for the rent was applied to Mr. ******** account; however, the payment did not process successfully due to insufficient funds. Similarly, on December 3, 2024, an automatic payment for the deposit was attempted, but it also failed due to insufficient funds. 

  
  

  As per the propertys policy, a $30.00 fee is applied for each returned payment. Mr. ******* was initially charged a total of $60.00 in returned payment fees for the two failed transactions. On December 8, 2024, the property waived both $30.00 returned payment fees. However, the fees currently charged to Mr. ******* are from his bank, which imposed two *****************s fees of $25.00 each, totaling $50.00.

  
  

  Unfortunately, Entrata does not have control over the fees assessed by his bank. We recommend that Mr. ******* contact his bank directly to inquire about the possibility of having these fees removed.

• Initial Complaint

  Date:12/09/2024

  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 made an unauthorized hard credit inquiry on my report. I was told numerous times by my apartment building, AND ResidentVerify (Entrata) customer support that the credit inquiry is a SOFT check. I have evidence that this was an unauthorized hard inquiry. I request this company to remove that inquiry from my credit profile as this is not an acceptable way to do business. I have never in my life heard of a company doing HARD credit checks for an apartment building lease. I've filed a complaint with the **** and my building as well. They have mentioned they've gotten these complaints MANY times, and will look into not using Entrata's services anymore. I'll be contacting other bulidings that Entrata services as well to ensure the property management knows of these shady practices. This company does this, so they can force you into a subscription based plan where they report your on time rent payments. They do a hard inquiry on you, so that you just give into the additional service at their additional cost since the inquiry is already on your credit report. Such a shady business practice.

  Business Response

  Date: 12/18/2024

  Thank you for contacting Entrata, Inc. Entrata is a property management software company that provides services for owners and/or managers of apartment complexes. We understand Mr. ***** has concerns regarding a hard inquiry showing on his consumer report. 
  

  On August 24, 2024, Mr. ***** electronically signed a Consumer Authorization form in connection with his interest in renting an apartment at *************, managed by ********************************** Trust, at *************************************. In the second paragraph of the authorization form Mr. ***** signed, it states, I understand the scope of the investigation may include, but will not be limited to the following: Character References, Hard Inquiry to pull Consumer Credit History (in compliance with the Fair Credit Reporting Act.  
  

  We do not have a record of Mr. ***** contacting ResidentVerify. If he had contacted us, we would have confirmed that the inquiry would have been a hard inquiry, as stated in the Consumer Authorization form Mr. ***** signed. We trust this response has resolved Mr. *****s concerns. 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22663170
  
  Apartment buildings do not do hard credit checks for apartment leases. Hard credit inquires are for EXTENSIONS OF CREDIT - this is not an extension of credit application. This is not a good way to do business (to reference a sentence in a disclosure pushed to the bottom of a page that you know almost nobody reads. This is what many consider to be a 'fine print' disclosure. If you're doing a hard inquiry on someone, it should not be in small writing hidden in a body of text that is multiple paragraphs. It should be very very clear to the consumer. Not to mention, a potential tenant doesnt have an option to apply without a hard credit inquiry? Why do you do a hard credit inquiry? A soft inquiry is what almost every apartment building does. I did contact ResidentVerify the day I applied, and the apartment building also told me this would be a soft inquiry. The new building I am looking at uses ResidentVerify and I'm staying far away from that building. To do hard credit inquiries on someone applying for an apartment is ridiculous. Theres probably many people that get this hard inquiry, end up not moving into the building, and their credit is impacted for 2 years going forward. Again, this is not a good way to do business - an apartment building gets what they need from a soft credit inquiry. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/22/2024

  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.

  Hello, there was an inquiry made on my credit report, but I did not authorize this inquiry. I have tried calling the company multiple times, and the main customer service line is not in available for support. I'm not sure what information was used to authorize this inquiry, but it was not me. I will be filing for fraud against this company.

  Business Response

  Date: 11/06/2024

  Thank you for contacting Entrata. Entrata is a property management software company that provides products and services for owners and/or managers of residential property. Entrata does not own or manage residential properties. With the information provided, we do not have a record of Ms. ********** credit report or application to any property which utilizes our software. At this time, we are unable to provide Ms. ********* with any additional information. If we receive additional identifiers from Ms. ********* we will be happy to investigate further. If this is in relation to a background screening conducted by ResidentVerify, please email or call ResidentVerify at *********************************** or ************.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair 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 have contacted this company numerous times through email and the app with no response. I have not been able to get into my account because I forgot my password and have tried to use the reset password but it does not send an email to my email address. This needs to be fixed because I have not been able to pay my rent.

  Business Response

  Date: 11/12/2024

  Thank you for contacting Entrata. Entrata is a technology company that provides property management software to our clients, which are property management companies and property owners. We understand Mr. ****** has had difficulty resetting his password. On October 31, 2024, Mr. ****** reached out to Entratas ResidentPortal team for assistance. On November 1, 2024, Mr. ****** was provided a temporary password and instructed he must use the temporary password within 24 hours.  If he continues to have issues logging in, he should contact his property for further assistance. We trust this assistance resolved Mr. ******* issue as we have had no further contact with him after providing him with the instructions on how to reset his password. Please do not hesitate to reach out with any additional questions. Sincerely, Entrata's Legal Team

  Customer Answer

  Date: 11/12/2024

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

• Initial Complaint

  Date:09/10/2024

  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.

  My Apartment uses this company for billing. I woke to a random $25 charge from this company that i did not authorize. This is not the first time they have debited the 25 out of my account. They have no working phone number for customers to speak to anyone but are quick to steal your money.

  Business Response

  Date: 09/19/2024

  Thank you for reaching out to Entrata. Entrata is a technology company that provides property management software to our clients, which are property management companies and property owners. Entrata provides a billing software. Our records indicate that a payment was made via e-check and which was returned for non-sufficient funds (NSF). Please note that for returned payments, a $25 NSF fee is charged. Fees associated with using ResidentPortal for payment were previously disclosed to you. We trust this response satisfactorily addresses your concern. Please do not hesitate to reach out with any additional questions.