Entrata, Inc.

Complaint: ***
I am rejecting this response because:Simply because you can take advantage of unsuspecting students legally, doesn't mean you shouldI have spoken to the property owners and they were unaware of the fee structure tied to the services of Entrata and their use of VisaThey have assured me they are taking steps to mitigate the collecting of exorbitant "convenience fees" in the future.The property managers were unaware that a "convenience fee" is a flat rate charged based on the maximum allowable chargeAccording to Visa rules, this fee is optional and as a service provider, you are doing your clients a disservice by not advising them of the ramifications of employing this feeIn the thousands of transactions I've made with my Visa, I have never paid such a feeMy warning is to any business who choses to use Entrata as a service provider, to read the fine print and understand fully the charges your customers will be assessed for processing Visa payments through their systemAt the very least, I consider your business practices to be deceptive and consumer averse
Sincerely,
*** ***

Response to Consumer Dear Mr***, Upon review of this complaint it appears as though an additional charge of $was not processed by our systemHowever, $of the $deposit was refunded by a check issued by the property on April 24, Should you have additional
concerns of the return of the payment, please reach out to the property directly

We apologize for the inconvenience caused to Mr***Due to privacy regulations, Entrata cannot provide the account number that was entered into our system to make the paymentHowever, we can provide a couple different options for Mr*** moving forward: 1) the resident can submit an
official bank statement with the full account number and account typeOur Merchant Services Department can then verify the account number on the bank statement against what was entered into our system; 2) we can schedule a call with the account owner and the property and we can verbally confirm whether the account information matches what was entered in our system; or 3) we can provide Mr*** the necessary information for him to contact his bank’s ACH department to locate the payment attemptIn case of option 3, please be sure to contact the ACH department of your bank, not general customer service or a branch employeeThose employees will not be able to find the transactionRegarding the late fee of $95, this late fee is assessed by the property and not by EntrataEntrata is simply the third party software provider and does not manage or control the property or property managersIf Mr*** would like to proceed with any of these options, please contact us at [email protected] and we will be happy to assist

We apologize for the inconvenience caused to Ms***We have reviewed the payment in question and confirmed that Ms*** was mistakenly charged a convenience feeShe is correct that it should have been clear that a convenience fee would be associated with the payment when scheduled.This
amount will be refunded to the resident by way of a credit from the property itself to the resident and we will correct this error in our system going forwardPlease feel free to contact our Resident Support line for additional questions

We have been in direct contact with Ms. [redacted] and have indicated that the issue with the verification check was corrected.  Her application was marked "pass" to allow her to proceed to rent a unit at the complex.We appreciate the Revdex.com making us aware of this...

situation.Regards,Diane [redacted]Paralegal to Chief Corporate CounselProperty Solutions International, Inc.

We apologize for the inconvenience caused to Ms. [redacted]. Entrata does not own or manage any properties, rather, we provide software for property management companies. Therefore, we are unable to help resolve this issue. Please contact the owner or management company of the property directly to...

resolve this issue.

After reviewing the payment in question, we have confirmed that Mr. [redacted] was charged a convenience fee in the amount of $113.95. Accordingly, what our Resident support representatives communicated to Mr. [redacted] is correct. Visa Regulations require that the same fee is charged, no matter...

the size of the payment, made through that channel (phone, internet portal, etc.). The amount of the convenience fee is determined by the Visa max, or the max payment accepted by the property. The Visa max and corresponding fee is set up by the property. We have communicated the situation to the property and the property can address this complaint moving forward. As a third party software provider, Entrata has no control in determining refunds and whether they are provided or not. Entrata also cannot control the communications between the property and resident and whether the fees are communicated accurately. We apologize for the inconvenience caused to Mr. [redacted]. Please reach out to your property management to further address this issue.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are sorry for the inconvenience caused to Mr. [redacted].  We reached out to Mr. [redacted] and discussed Property Solutions and Resident Verify's reporting practices. We explained to Mr. [redacted] that Resident Verify is a screening service and does not choose the criteria used to screen...

applicants. The management companies pick the criteria that Resident Verify uses to screen applicants and gives a recommendation based on the criteria picked.  Mr. [redacted]'s application was ran based on the management company's criteria at the apartment complex he was applying for.  We verified the criteria used with the Management Company and confirmed it was the correct criteria.  We also explained to Mr. [redacted], how his credit score was derived.  We hope this will resolve the matter to the satisfaction of Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because all these options that were provided has already been done and I did call my banks ACH department but they could not find anything with the transaction ID Entrata provided me with.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]