ComplaintsforTenant Evaluation LLC

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date 2/4/2024 My real estate agent sent me to their website for verification, which was a mistake. When we realized the mistake, I immediately canceled my application. I have the email which shows, within minutes of submitting my application, that it was canceled. They have 2 service options: $200 for getting your application processed within 14 days, and $245 for expedited service (faster). I chose the 14 day service. They did not make any progress on my application since I canceled within minutes. But they will not give me a refund.

  Business response

  02/07/2024

  Good morning, ****************************************** trust this message finds you well.
  
  My name is *****, and I represent the ******************* We extend our sincerest apologies for any confusion that *** have arisen during this period.
  
  We recognize that errors in application processes can occur, which is why we make efforts to inform our applicants in advance. Transparency is a cornerstone of our service, and we strive to ensure that all terms and policies are clearly communicated. Upon submission of your application, you acknowledged and agreed to our non-refundable fee policy outlined in the payment section. This fee is clearly stated, covering the costs of various services automatically initiated upon submission, including background checks, credit reports, document collection, reference checks, and other related services.
  
  Additionally, it's important to note that the support agent who assisted you via email communicated this policy to you after the cancellation was submitted.
  
  In your case, Property Rules and Regulations along with the authorization form to process your information were signed, and documents were uploaded.
  
  Given the circumstances, as an exception, we have reached out to the property to explore the possibility of authorizing a refund on their end. However, please understand that we cannot guarantee a refund as this is outside of Tenant Evaluation's control. Our support team will keep you updated on any developments. Meanwhile, we recommend reaching out to the property to explain your situation and explore potential options they *** offer. 

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to submit my application to tenant evaluation for a home that I am moving into. The process itself take 30days. I submitted the 1st portion and submitted my payment to process my application which I agreed to. Then I had to submit my income verification the link that they used kept giving error messages stating NETWORK ERROR I tried on multiple phones and 3 different computers. The issue was definitely on their end. I attempted to reach out via phone and email to get help with this issue. Their number is strictly automated and you can never get through to speak to someone and the only response I was getting via email was giving me the same steps and links Ive already been having the issue with. Finally I reached out to the HOAdirectly and they said I could submit the documents to them but I would have to pay the processing fee again. I had no choice because like I mentioned this is time sensitive information. I then reached out to tenant evaluation because I feel like because the issue is on their end I am owed my money back. They then responded with yet another automated response as to why they are not giving me a refund. Clearly this is their intention to scam ppl out of their money because my application was never processed by them because I was never able to fully complete the application.

  Business response

  11/17/2023

  Good morning *******,
  
  
  I hope this message finds you well.
  
  We sincerely apologize for the inconvenience you encountered due to an unexpected Network Error when attempting to finalize the income verification requested. We understand the challenges you faced in reaching an agent through our automated phone system, and we regret any difficulties you experienced. We wish to clarify that, contrary to your statement indicating our phone service is entirely automated, we do have a pathway that connects to live agents. We apologize if you encountered difficulties accessing it and appreciate your understanding.
  
  Upon examination of our records, we noted an email exchange with you regarding ticket ******. Our agent promptly responded to your email on November 13, 2023, and made an attempt to reach you on the same day. Regrettably, in the absence of a response, a voicemail was left.
  
  Regarding the specific technical error, it's important to note that the email response does provide an alternative option to select "I can't find my financial institution" when encountering such issues (Please refer to the attached image for confirmation of this option) However, we acknowledge that the agent's response lacked specific instructions for the error, and we are committed to implementing clearer instructions for similar technical issues in the future. We understand that this error caused a delay and apologize for any inconvenience it may have caused.
  
  Considering your choice to cancel the application and address the matter directly with the association, which involved providing documentation and an unspecified fee directly to them, it's important to note that our application processes and payments are exclusively conducted online. We want to clarify that we had no involvement in any alleged second payment. For any queries regarding this matter, we suggest reaching out directly to the association.
  
  
  On November 16, the manager confirmed the reopening of your application for release. We understand that you did not receive the support you needed, and as a goodwill gesture, we will process a full refund of the application amount while continuing to work on the release of your application.
  
  Additionally, we would like to take this opportunity to clarify that our services are not a scam. The final report which includes all services requested by the association, will undoubtedly be forwarded to them. We kindly request that you refrain from using these false statements.

  We will be in touch shortly to confirm the status of your refund request. Your business is important to us, and we are committed to enhancing our services. If you have any further concerns or questions, please feel free to contact us.
  

  
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company provide tenant Evalution based on wrong information. me or my son never been convicted or arrested. but this company put on my report that me and my son 17 years old have an arrest on the record. this is wrong information. i tried to contact them but they have automated system and don't let me speak to them. few years ago, i contacted them and they said we don't verify anything we ************ information from online. i need them to remove those arrest from my record immediately.

  Business response

  11/14/2023

  Dear ************,
  
  Good morning. I trust this message finds you well.
  
  Thank you for reaching out to Tenant Evaluation and sharing your concerns. We appreciate your feedback and are committed to assisting you in addressing this matter appropriately.
  
  Upon reviewing your application (ID: *******, we apologize for any inconvenience caused by the inability to reach an agent via phone. We understand the frustration this may have caused and value your input. We are currently tracking all the calls made and reasons of disconnection.
  
  Regarding your concern about us checking your child's background, we observed that you applied with ********************* ( Wife ) and added your child ******************* to the minors list. It's crucial to clarify that we do not conduct background or credit checks on minors. Therefore, we are uncertain about how you reached this conclusion.
  
  Upon thorough review of our records, we could not find any indication that you requested a copy of your final report from our team, which contains details of all services.  Consequently, we're unclear about the basis for the statements you made regarding your background records.
  
  Before providing instructions on the next steps, let us offer a concise overview of the application procedures:

  
  1. The application is submitted online.

  2. Once completed, all information is compiled into a final report, which is then sent to the association.

  3. Applicants have the right to request a copy of this final report for review, including the services conducted, outcomes, and the gathered documents and information.

  4. After reviewing the final report, if any discrepancies are identified, the applicant has the right to initiate a dispute process. This dispute will be forwarded to the relevant department for thorough review.

  We recommend that you request a copy of your final report. Should you discover any discrepancies or disagree with any aspect of the services, you have the right to initiate the dispute process.
  
  For your convenience, we have outlined the steps to request a copy of your final report:
  Go to www.tenantevaluation.com/forms
  Click on "Dispute / Request Form"
  Complete the information under "Request Form"
  Electronically Sign
  Click on the "Submit" button
  Our team will ***** you access to the final report within 48 business hours.
  
  
  Upon receiving instructions to review your final report, if you identify any discrepancies in the information, you can dispute them by once again following the outlined steps above and selecting the "Dispute" option this time.
  
  Please be aware that all disputes must be submitted in writing, as per FCRA regulations. Unfortunately, we do not have a phone number or extension for the disputes department. Once your dispute form is signed, please allow 48 business hours for our team to review it. Rest assured, we will promptly assign a ticket number for your convenience. This unique identifier will enable you to easily follow up on your case with the appropriate department via email.
  
  In compliance with FCRA regulations, we have ********************* remove any reported information if applicable. The dispute department will investigate the issue with the County Courts databases during this time. Please note that our support agents are unable to assist with disputes over the phone.
  We appreciate your cooperation in this matter. If you need assistance disputing your report, please follow the steps outlined above. For approval decisions on your application, we recommend reaching out directly to the association.
  
  Thank you for your understanding and cooperation.
  

  
  

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid $150 per person for an application ($450 total) for a home purchase. On one of the applications, I needed to add the social security number while the application was still in progress and had not been submitted to the association for review yet. When you call Tenant Eval, the prompt option 4 is for any edits that have to be made before submission which was pointless because the representative said that we could not add it. I don't understand how they plan to run a background check and credit report without a *********** run the risk of being denied. I called the association and they said that sometimes Tenant Eval will charge an additional $150 to make an edit. This company is a scam and are only interested in getting more money from applicants when they place these type of obstacles via their platform. They need to revise their automated service because if you aren't allowed to make an edit it feels like fraud.

  Business response

  05/11/2023

  Good Day,

  Please note, Tenant Evaluation is unable to receive any documentation via email or when the application has already been released to the association as the application is complete.

  The applicants who apply through Tenant Evaluation are advised in the beginning of the application through various disclaimers to make sure that the information on the application is accurate and that they are unable to make edits after that point.The applicant acknowledges before signing the community rules and regulation that all the information is accurate. From the recordings of the conversation the applicant had with our customer service agents, the applicant created 2 applications, One for herself and a co applicant, and one for her "mother in law" which is the application in question. The applicant was advised what was missing from the application. Once the application is in process, for security reasons, we are unable to collect a social security number over the phone or email. It is the applicant's responsibility to provide all the necessary information at the beginning of the application before making payment as stated in the disclaimer before submitting the application. The system runs services automatically the moment the applicant signs the authorization form, Therefore if the system detects no social security number, the system will add a note onto that service explaining to the property manager that a social security number was not provided.Please note, a social security number is not required in order to run background.

  Tenant Evaluation will reach out to the property manager to see how we can proceed.

   

  Cordially,
  Tenant Evaluation Team
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  With the assistance of a Relator I viewed a townhome in ************* subdivision 2 submitted application for the home owner approval got the approval from owner signed a lease informed about HOA a link was sent to start that process uploaded all requested documents as requested from me finally the Actual listing agent withheld the lease to be uploaded for HOA to proceed to process the application which I paid $350 plus expedited process fee of $49 and Nothing the Applicantion is still missing the lease that the Racist listing Agent withheld to make housing unavailable to be as An African American female so nothing was processed after contacting the original listing agent lied about knowing me or receiving an offer from the realtor that showed the townhome Im requesting a refund nothing was processed and I feel like its a scammed and fraud to take ppl money

  Business response

  12/22/2022

  Good Day, Hope all is well!
  
  Please note, Tenant Evaluation is not involved in a lease or purchase transaction. Tenant Evaluation is a third party screening company who processes applications for associations and HOA which consist of rendering services such as credit, background, eviction, *** offender search, and document collection, which were rendered on ************************* application on 12/02/2022. Before an applicant makes payment and begins providing documentation, the system advises the applicant that this application is non-refundable and once again advises the applicant when signing the authorization form, which is a form authorizing us to begin rendering the services. On 12/02/2022, ********************* signed the authorization form acknowledging the application is non-refundable regardless of the outcome. On 12/10/22, ********************* cancelled the application. Therefore, Tenant Evaluation is unable to process this refund. 

   

  Cordially,
  Tenant Evaluation Team.
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 29, 2022 I paid this company $100 attempting to complete an housing application for a condo located in my local city. In the middle of processing my application I realized that I was applying on the wrong website. I had already paid $100. I then reached out 8/31/2022 via email after I was unable to reach an associate via telephone at **************. In the email sent to ******************************** explaining the situation also requesting a refund due to financial hardship. I was advised by ***** (no last name in signature) that a refund was not allowed due to company policy and services already being rendered. I then requested to have it escalated to a supervisor explaining that no services were truly rendered (background check, credit check, etc.) The application was canceled so there is no record of a background and credit check done by the company. I also looked on website and did not see proof of services. Because the application was canceled by me which was technically still pending due to missing information. The supervisor, **************, advised that a refund will not be provided its company policy. I asked for a corporate phone number which was declined by ******. She also would not allow me to speak with another supervisor or manager. Only advising that a refund would not be issued. I would like to file a complaint about this company for charging me for services that were not provided and also the company is not able to provide me with any alleged results for a background and credit check. I am unhappy with how I was dismissed by the management within this company. There no empathy or integrity just passive aggressive emails. This is disgusting how I was handled and I have emails if needed.

  Business response

  10/13/2022

  Good day, 

  We are truly sorry the applicant was going through this situation. However, our company is unable to proceed with a refund, the applicant signed the Authorization form and Refund policy on 08/29/22 authorizing the payment and acknowledging Tenant Evaluation's refund policies:  "I/WE UNDERSTAND THAT THE APPLICATION FEE IS REQUIRED AND NONREFUNDABLE REGARDLESS OF THE OUTCOME OF THE APPLICATION.

  Please note, there are no phone records under the phone number that was provided on the application on 8/31/202, the follow reason the applicant was  unable to reach a live agent may have been that the prompts to get transferred to an agent were not followed correctly, and/or called outside working hours.

  Dispute instructions were sent on 09/12/2022 at 3:34PM, however the applicant never followed the instructions given by our support team to open a dispute, even though the applicant was advised multiple times that it was the only procedure to follow if the applicant did not agree with the results disclosed in the application, as per FCRA guidelines. Therefore, we are unable to process the request for a refund.

  The applicant requested access to the report on Mon, 12 Sep 2022 at 3:34 PM that shows services were rendered (such as the background, credit report, evictions, document collection, contacting references, etc.). 

  Please see full summary report attached. 

  Thank you! 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/23/22 I paid tenant evaluation to rerun my credit. The original application date and credit was ran in 6/14 but my score updated on 6/21/22 so I asked that they rerun the credit and reopen the application to get the updated score on 6/22/22. I needed to get the updated score to the *** I was applying to so that they would approve me. I paid my fee and returned the requested authorization to Tenant evaluation on 6/23/22. Days later and I still didnt see a decision come through and no crdit inquiry Im my report. They continued to say give it a few more days. But then a few days later they informed the *** that they sent the new credit check to them for their decision and looping in the *** assistant manager, they informed tenant evaluation that they did not in fact send them anything. Then yesterday they tell the *** that they will send it to them shortly with the updated report. After one last check with both the *** and tenant evaluation before a long holiday weekend and calls and emails from me, tenant evaluation tells the *** that they did in fact send it on the 23rd and that they also reran my score and it is still the same as it was in the 16th. All of this information they provided to the *** is incorrect and now I have been denied. My score is 698 and not the 604 that they are informing the *** that is. I checked my repeat today and they beget reran my score but said they did and took my money. All I am asking is that they rerun the credit to get the correct score to provide the ***. I have email threads to show proof of my payment and authorization if ever needed.

  Business response

  10/19/2022

  Good day,

  *************************** applied through Tenant Evaluation on 06/15/22 and all services ran including credit. The credit score is obtained directly from the credit bureau which is a Equifax FICO Score 8 algorithm for residential purposes, which is standard in the lending industry..The screenshot provided, uses VantageScore instead of the ***** In order for the applicant to match the score, the applicant will need to pull the same credit report that we did and make sure all of the information is accurate. On 06/23/22 Tenant Evaluation re-ran *************************** for a second time, however the score remained the same.The credit scores may not change within a small period of time after it was pulled the first time, as each lender (CreditCard, Auto loan, Mortgage etc) sends information about payments or new accounts to the bureaus once a month. Our Client Satisfaction team was in contact with the property manager of ********************* on 06/30/22 informing them that the credit did in fact re-run on 06/23/22 and re-closed the file for the property manager to review,  The property manager did respond and confirm on 06/30/22.
  Cordially,
  TE Management
  

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