ComplaintsforYardi Systems, Inc.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yardi Systems (Rent Cafe) took my money every month to pay rent. October they missed and never sent a notie of non payment. Theroseberry tried tp charge me for late fees which I refused to pay, so they added $64.31 to my vist car that I used to pay my rent . I di not have cash or a cachiers check to pay rent. I want to know why they dropped me for the month and never notified me and want my $64.31 paid to me so I can pay my bill.

  

  Business response

  10/22/2024

  Thank you for bringing this to our attention. Following an investigation by the Yardi Payment Processing team, a credit of $209.90 was applied to your ledger against the $209.90 late fee charge.

  Customer response

  10/22/2024

  I am waiting to hear from the company that is supposed to let me know if they are going to cover the charges that i am asking fo.r

  I should know in a day or two.  P******* *****

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a rent payment through this company on September 1st and it never posted to my account. Every attempt to call their customer service ends with them hanging up or disconnecting the call when I tell them my rent payment did not post. Even my property manager/ leasing office has had no luck with their customer support. If they cannot correctly post my rent then my money needs to be refunded. Their customer service is absolutely atrocious

  

  Business response

  10/17/2024

  Thank you for bringing this to our attention. Our records indicate that two payments were attempted and declined on Sept. 1, with no funds having been processed. Please check with your card issuer to ensure that your account is active and capable of processing payments.

  Customer response

  10/17/2024

  
  
  Complaint: 22432776
  
  I am rejecting this response because:
  If you look at the receipt, which i attached a copy of again, you will see that the payment was made it cash. Therfore, any supposed issue with my card does not pertain to this transaction. 
  Regards,
  
  N***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  10/24/2024

  The walk-in payment system account used for the Sept. 1 payment was assigned to you by your previous property management company. The payment processed that company’s account. We have reached out to the company that received the funds and they confirmed they have let your current company know to apply the credit to your account.
  
  To ensure this issue does not recur, always use RentCafe to locate PaySlip with your WIPS number.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RentCafe failed to complete my scheduled auto-pay on 09/02/24. Prior to this date I set up the autopay using my bank account login information verified using finicity. I also received an email from RentCafe confirming the autopay set up with that bank account. I did not receive any notification when the autopay did not occur as scheduled. Instead I received a late fee, NSF fee and a pay or vacate notice from my property manager. I called my bank to inquire about the transaction but they advised me there was no indication that Rent Cafe made any attempt to debit funds from my account for the scheduled payment. I thought this was strange since I knew RentCafe successfully obtained my bank information via finicity. 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. I contacted my property manager and they told me they would investigate the issue directly with Yardi but it’s been nearly a month and they still haven’t taken any action to resolve my inquiry.

  

  Business response

  09/30/2024

  Thank you for bringing this to our attention. The RentCafe team confirmed that you set recurring payments for the 2nd day of each month. However, the payment in question failed because the system was unable to confirm the bank account information. Please confirm that the bank account number is correct. 

  Customer response

  09/30/2024

  
  Complaint: 22328337
  
  I am rejecting this response because:
  My bank account details were successfully verified through finicity.com, a 3rd party payment processor that Rentcafe.com chose as the kne and knly payment option. My account info was verified directly with my fcu banking online system and I know this because it show my bank account information and balance without me having to enter any info. The only thing I did was use my log in username and password just like if I was logging into the bank website. The reason as to why it failed after that is unknown to me and I checked with my bank. They have no documentation of an attempt. Please note after this all occurred the property manager or Rent Cafe went onto the  payment website and changed everything. The original payment method I used with finicity is gone/removed but they left my autopay set up as if nothing ever happened. The bank account information that is in there now is unverifiable and was not input by me. To not only keep the autopay set up after a known failure but also to tamper with that information without notifying me is unacceptable and poor business practice. Please understand I never at any point entered my bank details manually. The only steps I took was with finicity.com and was the only option at the time of set up.  

  
  Regards,
  
  R******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  10/02/2024

  Finicity is available for instant payment verification. However, some banking institutions are still adopting Finicity and manual verification may be necessary. After three attempts to add a bank account through Finicity, the Manual Verification option becomes available. This option is available to you through the RentCafe Resident Portal.

  
  The R03 Return Code means the account information used to process the payment resulted in an “Unable to Locate Account” error. Please delete the current account setup and add the account with the Manual Verification option. This action will send a test deposit to the account and ensure that payments process successfully.

  Customer response

  10/03/2024

  
  Complaint: 22328337
  
  I am rejecting this response because:

  The manual verification was never offered to me. After setting up my bank through Finicity I got an email confirmation saying auto pay was set up successfully. The documentation of this is attached to my complaint. This was 5 days prior to the auto draft date. There was no notification of an issue until 3 days after the auto draft attempt and I was charged by property management $150 for this failure. 
  
  Regards,
  
  R******** ******
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  10/13/2024

  A reasonable explanation or resolution was not provided to me by the business. I have not received anymore responses therefore I require further assistance for my problem. Thank you.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sept. 12th I had applied online for an apartment. There was no “paper” processing or lease at this time of application. After completing the online application, I had to submit it with a $50 app fee and $100 admin fee. Three days later, I was told by the company that I was denied and I was not getting the admin fee refunded. So this company took $150 from me, single working one income American citizen and denied me as well. There was nowhere in the fine print that stated my admin fee would be kept if I was denied. Unfortunately, I do know that the $50 application fee would be nonrefundable, which still is a lot of money for an online platform with no paperwork to process! I’m just wondering how many people are getting scammed out of $100 and being denied and no further paperwork needed.. 

  

  Business response

  09/20/2024

  Thank you for the opportunity to respond to this complaint. Please note that all application and administrative fees are charged by the property to which you applied, and were disclosed in the Deposit and Fee Structure document that was signed when you applied. Yardi Systems does not collect any application or administrative fees. If you have additional questions, please contact the property to which you applied.

  Customer response

  09/28/2024

  This issue has not been resolved, should not be closed as I have not received any correspondence from any party nor a refund.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’m having an issue with Yardi Systems charging me $45.00 a month for “processing” my rent payment. I noticed this recently and didn’t realize they had done this for over a year. The amount taken out of my account has been $45.00 more than my rent. When I called my rental office, they stated that they were not getting that extra amount. Yardi is charging me. My rental office stated that they pay Yardi to use their software. Therefore there should be “processing” fee from Yardi. I have called Yardi numerous times to discuss this situation only for them to say call your property manager. Then today I called 3 times and got 3 different people. When I said why I was calling, they were silent for a while and then said they would transfer me. Each time they did this it went straight to a recording saying this number was disconnected. I called one more time and when it asked me to push a number to get me to the right place, I hit the number for sales, hoping they could at least get me a number that hadn’t been disconnected. All she would say is this is the sales office and for me to call my property management. I explained I knew that but needed help with getting a person to speak with and she just kept repeating for me to call my property manager. I tried to tell her that the fee that was charged was from them. I got no help at all. Being on a fixed income is difficult and when someone can’t talk to me about my concern it’s frustrating. They are the ones taking extra money out of my account for a process they don’t even do. I’d appreciate your help with this situation. Thank you in advance for your assistance.

  

  Business response

  08/21/2024

  Thank you for bringing this matter to our attention. Our Payment Processing team investigated and found that you are set up for recurring payments with a credit card. This option is subject to a 2.95% service fee. The payment type (Credit/Debit) is determined when a resident adds a payment account for online automatic payments.

  Customer response

  08/23/2024

  
  
  Complaint: 22175124
  
  I am rejecting this response because:

  I’m confused as to why Yardi takes a “processing fee” when they do not process my payment.  My leasing office pays Yardi for the use of their software and therefore should not be charging me a fee.  ($45 every month).  
  Yardi does not give you an option to pay rent any other way, but with a credit/debt card.  
  
  Regards,
  
  Betty Padgett
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied at Springs at McDonough, Preston and Elevate Green. I know for sure springs used Yardi as a third party as well as The Preston. I applied for these apartments almost 2 months ago and still have no received my fees back. I know I don’t get the app fees but I’m suppose to receive $500 from The Springs and $275 from The Preston. Elevate Green is $200 as well. I can’t get an answer after calling Yardi and the property is stating it’s in Yardi’s hands. I’m frustrated because they took the payment right away but it’s a hassle getting it back within 30 business days and I still didn’t receive anything. The next stop is a civil suit,

  

  Business response

  08/15/2024

  Thank you for bringing this matter to our attention. Yardi Payment Processing contacted the Yardi client that manages Elevate Green. Their representatives are working to prepare a refund. According to our records, this is the only one of the three properties you mentioned that is managed by a Yardi client.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My cooperative condominium association uses Yardi's Rent Cafe to manage monthly payments. I have set up autopay to pay ours for the last 3 months - however, upon checking, I've seen that it has not gone through. I can confirm that it is, and has been set up the entire time, it just does not work. On top of this, there is no way for me to contact the company to address this. When I attempt to call, the phone number is no longer in service. When I try to send an email through the online form, I'm unable to as my property is not listed on their site and they give me no other options to send the email.

  

  Business response

  08/14/2024

  Thank you for bringing this to our attention. We contacted the property manager and confirmed that a recurring payment will be created and processed on the 5th of each month going forward.

  Customer response

  08/14/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22128180, and find that this resolution is satisfactory to me. However, I think the business needs to address the fact that there is no way for me to contact them. The only option I had was to contact them through the BBB. 
  
  Regards,
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company keeps charging my bank account for rent from a management company that no longer services our building. They do not have authorization to process these payments. Its causing my bank account to go into the negative every month. They do not have a working phone number. They do not have an email address. They do not respond to the messages I have sent them through their website. I do not have the ability to login into my account anymore. The payments keep auto deducting from my bank account on the 1st of every month. This is fraud. They do not have authorization to take these funds. The bank has been notified but they can only stop it after the fact.

  

  Business response

  08/14/2024

  Thank you for bringing this to our attention. We identified why recurring payments continue and asked the property manager to take steps to disconnect the autopayment arrangement.

  Customer response

  08/14/2024

  Please call me until this is resolved i need this case to stay open,

   

  Who did you contact to resolve the issue.

   

  Also I have a right to disconnect the auto payment myself.  This is theft and a crime.  I have no ability to access the auto payment feature to stop this.  This is not authorized.  I shouldnt have to wait for someone else to disconnect the auto payment

   

  please call me immediately at **********

   
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  08/19/2024

  We have asked Fred Leeds Properties to contact you directly to resolve this issue.

  Customer response

  08/19/2024

  I have already contacted and spoke with ceo Fred leeds multiple times. They informed they do not have access to the portal to stop the auto payment

  I NEED THIS STOPPED IMMEDIATELY!!! I WILL BE REPORTING THIS TO THE FTC

   

  THIS IS.UNAUTHROIZED

   

  I NEED ACCESS TO STOP THE PAYMENTS NOW!

   

  SOMEONE NEEDS TO CALL ME FROM RENTCAFE.COM AND RESOLVE THIS ISSUE. FRED LEEDS AND MYSELF CAN NOT CANCEL THE PAYMENT. MY LOGIN WAS REMOVED!!!

   

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have have previously filed a complaint that my residence account has been locked so I can't access it. It is a month later and my account is still locked the housing agency that controls my account Had previously locked it so I can't access it it contains important information pertaining to my housing which I am still a resident that the agency refuses to provide me. This is not the first time my residence account has been locked and the agency using it refused to unlock it. This in an ongoing problem. Meanwhile the agency is adding important information to my account and using that account to make it seem I have access to the information when they have locked my account I have again contacted the yardie system for assistance and received no response. I have not been able to access my residence account for months and have received no assistance from yardie or the agency and last time after my account was unlocked they had made multiple changes to my account and never notified me they are using the yardie program to make it appear they are providing information they are supposed to provide to residents but have locked the residents account so they can't access it

  

  Business response

  07/11/2024

  Thank you for bringing your concern to our attention. The RentCafe team suggests that you confirm the email address attached to your resident portal registration is the correct one and contact your property manager for assistance in unlocking your account.
  
  

  Customer response

  07/15/2024

  
  
  Complaint: 21970380
  
  I am rejecting this response because:

  Resident login still locked to where I cannot access my account. I have the email and password the management company has locked me out of my account I have contacted yardie and rent cafe again and still no response nor has my account been unlocked.
  
  Regards,
  
  Q***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  07/15/2024

  The email address Quianamallory75@gmail.com does not have a resident account in RentCafe. Your property manager will be able to confirm the email address that was used to register RentCafe Resident Portal and unlock the account.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RenteCafe is where we make our monthly rental payments. RentCafe is owned by Yardis and they state if you use your checking account and routing number you will not be charged a fee and that my complex does not get any of that fee. I paid with my checking and routing number for two months now and I want my $10.00, $5.00 for June and $5.00 for July. They have no right taking that money when I was in compliance with my payments made. How many people have they cheated? How many people like myself do they owe that $10.00 to for June and July.

  

  Business response

  07/05/2024

  Thank you for bringing your concerns to our attention. The Yardi Payment Processing team investigated and recommends that you review your bank statements to confirm the source of any service fees associated with rent payments. Yardi’s records indicate that residents at your property are not charged for ACH payments.

*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. ↩