Realpage Utility Management Inc

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ADVERTISIMENT

Resolved
“Charged for faulty meter”

Resolved
“Water and Sewerage bill”

Resolved
“Over-billing for water - CA”

Resolved
“Fees”

Resolved
“Gauging Utilities”

Resolved
“overcharged”

Resolved
“billing methodology”

Resolved
“Overcharging & Unable to Get a Hold of”

Resolved
“illegal billing”

Resolved
“overcharging”

RealPage complaints 35
L
Lechel of Jacksonville, US
Jul 11, 2022
1:03 am EDT
Verified customer
RealPage - Hot water heater and inaccurate reading
I have had an old water heater that had a lot of sediment, including minerals, calcium carbonate, magnesium and limescale. I have photos of the water heater and meter that wasn't working properly. Last week The new water heater wasn't flushed during installation. The pipes hammers with old and new HWH when showering even after new water heater installation. Sediment is still in the tank, causing me and my families skin to dry out and causing itchiness after a shower. My hair, dishes, laundry, and appliances are affected by the buildup left in the tank due to the vendor not flushing out particles and sediments. The water heater has never been flushed to rid the deposits left behind. I can assure Realpage utility management that I overpaid for my sewer and water bill.

Desired outcome: To whom it may concern, I would greatly appreciate it if RPUM would please refund me for over access bills. Sincerely,S.Freeland

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Mona A of US
Jul 16, 2019
6:18 pm EDT
Verified customer
RealPage - billing/
04/25/2019
I was billed for rental/utility services for incorrect dates of usage and for the time I was not living there. When I call the number, she refused to make any corrections and asked me not to call back. I was completely polite and simply was informing her that I had written papers from landlord that the rent for the time that they are billing for should've been waived. But their customer service at billing kept cutting me off and raising her voice and said she doesn't want to "deal with me and is sending me to collection agency" and "good luck and don't call back". I have receipt for all utility payments made from the date I moved in to the present day.

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Beavemachine of US
Aug 13, 2018
2:08 pm EDT
Featured review
RealPage - water billing reimbursement not coming back to community
The sum of over $10, 450.00 is owed to my community. This is a small townhome community and each member pays their own water bill to NWP. From there NWP is suppose to take out their collection fees and send the HOA a check each month so that the HOA can then pay the county for water usage. NWP has not paid us for several months and now owes our community...

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ADVERTISIMENT
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alysiah of US
May 24, 2018
4:22 pm EDT
Verified customer
Featured review
RealPage - utility services
This company is unorganized and bill you late fees even though they screwed up. They are charging me a late fee because they processed my payment late, not because I made a late payment. They have the wrong phone number on the invoices they issue and if you call it a lady will answer and tell you that you have called the wrong number and then give you...

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Kay Waller of US
Mar 06, 2017
3:27 pm EST
Verified customer
Featured review
RealPage - Online payment for hudson miramont austin texas
I have paid rent through real page.com several times. There was a problem with the payment going through this month. In the past, I scheduled the wrong amount, and a very helpful employee helped me correct the mistake. The payment was not even sent this month costing an additional $75 in late fees. I may well have made an error. Why would Yuri tell me that...

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Barry Handy of US
May 02, 2016
10:40 am EDT
Featured review
RealPage - Unauthorized charges
I am being charged a month to month fee when I turned in a 6 month renewal in February. They recently sent out a notice that my lease expires April 25, 2016. I was charged a month to month fee in march. The manager states she has no record of this, but it was turned in to an employee she recently terminated. I can fax the notice that they sent me saying the...

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Reviewer95504
Jan 17, 2016
7:30 am EST
RealPage - The complexes were denied because of my background knowledge
I applied for apartment complex through Real Page Inc. But it was denied, because I owed another complex. I applied for another complex and it was denied again. After my third attempt, the admin replied and said that they denied everything because of the criminal background. I asked to provide the copy of the report and everything what was written in the report was lie. I need real help and home. Please, help me.

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Reviewer76821
Dec 27, 2015
12:41 pm EST
Featured review
RealPage - $5.00 Service Fee
I want to know why there is a $5.00 service fee on the bill each month. Is the apartment complex not paying the bill on time or is the complex getting rich or is NWP getting rich by charging this so-called fee? There is NO REASON for the charge other than someone is getting rich! No other utility company charges a service charge like this! Everyone who i...

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Reviewer43548
Dec 03, 2015
7:34 pm EST
Featured review
RealPage - Unethical/Anti-Employee Management
DO NOT WORK FOR THIS COMPANY! The management at this company, including "HR", is all PRO-management and ANTI-employee! And "HR" stands for Human Retribution, not Human Resources! I have been assaulted and had my vehicle vandalized by violent employees, and the management and "HR" department always parrot the SAME phrase for everything, "there's nothing we...

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ADVERTISIMENT
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Oxana7 of US
Oct 21, 2015
4:12 pm EDT
Verified customer
Featured review
RealPage - Water And sewer
We live in condominium, and when we moved, we had been serving by another company, after what condominium management changed company.And we are disappointed, because their service is the most expensive I ever had. I feeling that we pay for the air, not for water. We are all day at work. We don't use water for amount we paying...We live in 2 bedroom and pay...

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alice l. blake of Dallas, US
Mar 18, 2015
3:39 pm EDT
Featured review
RealPage - over charge in water bill
My name is Alice L. Blake 5025 amesbury Dr. #120 Dallas, TX 75206. I live at Amesbury Apt. & Townhome. Dallas TX. Doevershire Mangament Co. took over these apartment about 5or 6 years ago. Our water bills was local here and the price was good.. They changed our account and send it out NWP in Calif. and Our water bill is outrage. we are over charge here for...

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rigging88 of Anaheim, US
Jun 30, 2014
6:16 pm EDT
Verified customer
Featured review
RealPage - Billing
I've had issues with this company for years and my complaints seem to fall on deaf ears. Their billing is really messed up. They send me a bill and I over pay it (I'm not home very often and I prefer to write checks in even numbers) The next month I will get a bill saying I have a credit of say $20. The very next month I will get a bill from them saying...

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annoyedsw of US
Jun 19, 2014
7:18 am EDT
Resolved
Featured review
RealPage - Charged for faulty meter
Three months ago our apartment notified us that their daily printout of water usage showed over 1000 gal. used in 24 hours and wanted to check for leaks. Our usual usage had always been under 3000 gal. for a month, so that was unusual. They didn't find anything but replaced both toilet flappers to be on the safe side. When we got out rent bill for that...

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hatescammers90 of cano, US
Nov 28, 2013
8:25 am EST
Resolved
Featured review
RealPage - Water and Sewerage bill
I have been living in Sierra Apartments LLC for almost 3 years and my water bill keeps rising! I live in a small studio and my current water bill is 54$! How ridiculous is thay? My job requires a lot of traveling and I am hardly home to spend 54$ on water. I called tje company to complain and they said there is only one metre for the building! I am paying...

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ADVERTISIMENT
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manmosys of Sunnyvale, US
Nov 10, 2013
3:45 pm EST
Resolved
Featured review
RealPage - Over-billing for water - CA
I just moved to Arbor Terrace appt (Sunnyvale CA) which has employed services of NWP (Irvine, CA). Every month I see a sharp rise in prices for water bill. Last month was shocker because while my electricity bill was hardly 35$ ( from PGE), my water bill alone was 63$. Every month, we have been reducing the consumption of water and electricity. While the...

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Gregory2112 of Mentlor on the Lake, US
Jun 12, 2013
12:54 pm EDT
Verified customer
Featured review
RealPage - Total Rip-Off
My apartment complex, Harbour Run Apartments in Mentor on the Lake, OH is using NWP to commit fraud on the residents. The apartment complex is acting out like a utility in charging us for "voodoo" billing. As they are acting as a utility they need to be approved by the Ohio EPA as a water and sewer utility, which they are not. We receive water and sewer...

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Jeromer of Farmington Hills, US
May 17, 2013
11:34 am EDT
Resolved
Featured review
RealPage - Fees
I recently moved into an apartment here in Farmington Hills. I got a new job and previously lived in Kalamazoo, MI - about a two hour drive. I happened to be in town on April 27th, 2013 filling out some paperwork for my new job. I had a few boxes in my car that I was going to leave at my girlfriend's parents' house with me. I had been looking for a place to...

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PriceGauching_by NWP_n_AIMCO of Houston, US
May 20, 2012
8:22 am EDT
Resolved
Featured review
RealPage - Gauging Utilities
Last year AIMCO our apartment leasing company changed their utility billing company. Since early this year around February our sewer and water utilities increased about 50 %. Very often pipes are broken and many times around the month of March we had interruptions of water. We are only a couple that work every day and don't have visitors that use these...

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D
donna7 of US
Oct 23, 2011
1:24 pm EDT
Resolved
Featured review
RealPage - overcharged
I am reading so many reviews on NWP and I was so scared about being evicted and didn't know what to do to, I know I got behind my bill but, my bill cant be that high I don't use that much water and I use DWP, and its all Electric, I don't understand all this. I have a 1 bedroom apt and how can it my bill get to be so high. The Manager says I'm in violation...

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nana_41 of Bradenton, US
Sep 10, 2011
9:19 pm EDT
Resolved
Featured review
RealPage - billing methodology
My apartment community hired NWP in June 2011 to replace our other water billing company that was great & factual. I have been fighting with NWP & my apartment community over my water/sewer bills since June 2011. I am 70 yrs old, live alone & only cook one meal a day & do minimal laundry & for the past 36 mths prior to NWP my monthly water consumption wa...

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ADVERTISIMENT
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My bill went from being and average $60-$70 to over $125 sometimes as high as $150 for a 2 bedroom apartment. Everyone I know that has my apartment size at different complexes around Houston does not pay that much. It’s so expensive and when I dispute the bill the property management makes us pay. I can not wait to move from Summerstone Apartments and hopefully when I move in October I don’t have to deal with realpage either because the bills are astronomical.

I wish I could give this company 0 stars. No one is willing to work with you and most of the time if you call, you are on hold for more than half of the time rather than getting assistance. Supervisors and managers seem to always be on break or just never present during the workday which seems very odd. I would never suggest using this company as they overcharge an insane amount. I have been contacting this company for 7 months to get an issue resolved and no shock here, it is still not resolved. Staff seems to have no clue how to fix issues and I have been hung up on multiple times. Overall, I have had terrible experiences with this third party company and would advise avoiding this company at all costs. Find a company that knows how to do their job so you don't get overcharged since they cant even figure out how to read your meter or get any accurate readings when you ask them to.

I have a major complaint about he water billing practice. Why am I being billed for water that I'm not using. When I first moved in to Brookside apartments with my granddaughter, our water bill was about $50.00, now that my granddaughter has moved out, my water bill has increased. I have complained to management and to Realpage customer service for the past year about the bill increase . I am told that the bill reflects the size of the apartment, not the actual water usage. This has got to be illegal. My bill should be a lot less.

Carmella Clarke

Hello and please accept our apllogies for the delay in responsePlease note that gallon factors for your meter changed effective with the June billing statementAttached you will find a copy of your May billing statement where the meter factor was gallonsWe've also provided a copy of your current billing statement where the meter factor is now gallonIf you were to translate the usage from to gallons, prior to the change, you will see that your current usage is in line what what was billed during that time frameThank you and please let us know if you have any additional questions

Hello [redacted] –Thank you for sharing your concerns with NWPWe have reviewed your account, including your metered usage historyYou’ve confirmed in communication with NWP that there are no leaks or any other items of the sort to indicate your meter is not capturing actual water usageNWP can also confirm that there is no indication of any discrepancy with the metered usage that is being billed and how it’s being billedAt this time we see no indication that a credit is warranted and will consider this matter closedNonetheless, we will communicate to your community of this concern and request that your maintenance staff complete an onsite confirmation (if one has not been completed already) to ensure that your meter is performing with accuracyThank you and we appreciate your patience

In review of this matter, there is a misunderstanding to what our customer understood the billing methodology to be for this communityAttached is the billing methodolgy letter that reflects the explanation that our customer receivedThis letter is available via our website and is also provided to residents upon move inWe appreciate everyone's patience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I would still like an explanation as to why my June bill was gallon units and all bills thereafter have a usage doubledPlease see previous email with exact details.Thank you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] -***

Ms[redacted] - Please know that we will continue to work with your community to help address and resolve all your concerns

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have already contacted the Leasing Office; and they've done a "Live Bucket Test"I've already sent the test results to NWP, please see attached fileIn addition, I have sent (5) emails asking them to check their systemThey answered only emails in which they stated that they'd get back to me., please see the attached emailsAlso, I called the NWP last week and asked them to check their readings, againNow, after months and all the emails, they are telling me to request these steps againThis is not a proper solution as they seem to avoid the problem as much as they can Regards, [redacted] ***

Thank you for reaching out to NWP regarding the complaint submitted by Mr [redacted] .By 12-4-2014, NWP had provided the resident with the following items: NWP billing methodology letter which explaining the billing process for the resident’s community of Botanica on the GreenNWP Resident Billing Breakdown Report that detailed the specific local water department figures used to compile the April, May and June NWP billing statementsCopies of the Denver Water winter and summer rate detail This information provided full details which explained why NWP’s bills fluctuated during that time and how the NWP bills were calculatedAs a courtesy to Mr [redacted] , we’ve credited his account a total of $in late fees which have accumulated since his concerns were addressed [redacted] , Manager of Resident ServicesNWP Services Corporation office: 949-253-www.s [redacted] @nwpsc.com | www.nwpsc.com

Hello Ms [redacted] Thank you so much for reaching out to us regarding your concern with NWPWe apologize that you experienced any inconvenience in making your payment as this is not our intentionWhat you experienced is not a typical occurrence and will investigate to inquire about what occurred Nonetheless, we will be more than happy to apply a credit of $to your NWP accountPlease note our following payment options, below: Check by mail to the payment processing center address stated on the payment stub portion of your NWP bill Visa / MC Credit / debit card via our resident portal at one.nwpresident.com, hours a day, days a weekYou will be advised of a $applicable fee, should you choose to use this optionVisa / MC credit / debit card via our toll free hotline at 800-845-6767, hours a day, days a weekYou will be advised of a $applicable fee, should you choose to use this option eCheck payment via our resident portal at one.nwpresident.com, hours a day, days a weekDirect payment made to your management office ONLY within the discretion and availability of the office Should you have any further questions or concerns, please reach out to our Resident Services Manager at 949-253-

Hello [redacted] - We apologize for any miscommuncaiton or inconvenience during this investigation processWe can confirm at this point, that although we see no discrepancy with your metered usage, we've requested our metering team to physically check your meter on the next visit to your communityWe will provide this update to your community, as well, so that we are all on the same pageThank you and best regards

The 'right' things in the NWP's response are: [redacted] They reimbursed the unrigthfully charged $to my account[redacted] They clarified to me their policy by saying" we advise customers to set a pay date about business days prior to the average due date.".The 'wrong' things in their response: [redacted] The corrections apply to only me among their hundreds of customersI don't want to be selfish by this complaint, i.eif other users overpaid late fees due to NWP's negligence of stating their policy clearly; then they should be reimbursed as well[redacted] The NWP website still does not clearly tell the users to set a pay date about business days prior to the average due date or the users will end up paying late fees even though they setup the so called AutoPayBasic decency suggests that the company should clarify their policy very clearly and explicitly when users setup AutoPay via their website and/or their phone sutomer service.In short, my personal complaint got resolvedHowever, the company has not taken the necessary steps to prevent other customers from suffering the same problemIn addition, to my best knowledge, the company has not reimbursed other customers who might have had the same problem I encountered.Finally, I would like to express my sincere gratitude to Revdex.comYou solved my complaint very throughly and professionallyThis is in start contrast with how the NWP customer service agent curtly cut me off and refused to acknowledge any wrong doingIn the modern age of online services, Revdex.com serves as a bright beacon of consumer rightsI am very glad that you exist to protect the consumer interests.Best regards, [redacted] ***

Ms [redacted] Thank you for your patience while attempting to address your matterFirst and foremost, please know that it is never the intention of NWP to cause a customer any inconvenienceAs you may already know, NWP bills it’s customer in correlation with the lease agreement you hold directly with your communityPer your lease agreement you have been responsible for these fees but, there was a delay in having these appear on your NWP bill Again, our apologies for any inconvenience and we look forward to a much smoother process, moving forwardThank you

Hello Mr [redacted] NWP deeply apologizes for delay in response and please know that it was done intentionally We do have good news in seeing that your meter is now registering actual usageWhat occurred for the time frame of 4-1-through 4-30-2015, is that an actual read was not obtainableProtocol is that we estimate the usage based on a national or property average, if that information is not available, which is also deemed appropriate within regulatory measuresA screenshot of your usage has been attachedWe will also follow up with your management office to ensure that your lease agreement reflects the confirmation of fees that apply for our service, including the new account fee of $Should you have any further questions or concerns, please reach out to our Resident Services Manager at [redacted]

Thank you for communicating your concerns to NWPWe’ve consulted with your community and relayed your concernsThey’ve confirmed that a credit will be applied for the time in questionThis will be based on the meter read history we currently show for your unitIf you have any further questions or concerns, please contact our Resident Services Manager at [redacted]

Mr [redacted] Thank you for reaching out to RealPage Utility Management, previously known as NWPThe final bill balance is payable to the community, therefore we advise that you speak to the community about having these late fees creditedRealPage Utility Management will not credit late fees unless deemed to be an error of RealPage Management [redacted] [redacted]