Business ProfileforTenant Evaluation LLC

I applied with an *** that uses this company to conduct a background check. On the application I put myself, my spouse and 4 minor children. Their software allowed me to place all 4 children. When the report came back to the **** it showed the oldest three and left out my 1 year old. The *** said for me to add the baby, which I did. Their report allows a maximum of 3 minors, which is totally absurd. Then when the *** constantly asked for them to reopen the application to allow me to add something with the babys name and age, they have not responded and its been over a week. Their customer support keeps saying it will open in 48 hours or less but its been over 160 hours. Although they completed the backgrounds and report quick, trying to get their assistance past that is a waste of time. They need to redevelop their software to allow as many minors as possible or allow for additional documents to be uploaded with instructions. Theyve delayed my processing by 2 weeks at this point!

Dear ********************,


Thank you for reaching out to us and sharing the details of your recent experience. My name is *****, and I represent the ** Department. On behalf of our company, I extend sincere apologies for the challenges you faced during this process.


Your feedback regarding the limitations on adding additional occupants under the age of eighteen has been duly noted. We will be discussing this matter with our upper management to explore avenues for future improvements.


I understand that the limitation resulted in the application missing information about the fourth child, prompting the property manager to reopen the application. Your initial request was received on February 29th. Although the application was reopened by the manager on the same day, confirmation was only received on Saturday, March 2nd, which falls outside our operating hours. From Monday, March 4th, until the application was reopened on March 6th, two business days had elapsed, as the support team previously mentioned. 

Please understand that we encountered an unexpectedly high volume of requests during this period, leading to delays beyond our usual processing times. We apologize for any inconvenience this may have caused.


We are pleased to inform you that on March 6th, your updated information was successfully submitted, and the application was promptly released to the manager. 


We genuinely regret any difficulties or frustration you experienced during this process, as our primary goal is to provide exceptional service to our customers. Your feedback is invaluable to us, and we take it seriously.

If you have any further questions, please don't hesitate to reach out to us. We're here to assist you in any way we can.


Sincerely,
** Department