ComplaintsforSafeRent Solutions, LLC

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2024 I applied for an apartment at Avalon Lake. Per their policies, My credit score at the time was above the min. required score. However, they denied for my SafeRent score - this is where the problem lies. I started renting in 2018 - I've not been evicted, late, damaged property, caused neighborhood disturbances, nor had any late/disconnected utilities. I have a strong career history in HR/IT ****************** for 20yrs. I make a good livable wage above 3x the rent & do not have any criminal background history. The SR reps advised of several items impacting my Safe Rent score, from my credit report. > 1. 2 collections, one of which shows up twice, is reported improperly and was in active dispute at the time. 2. Zeroed out/closed student loans, showing as closed as they'd been refinanced, closing out one account, opening a new one. They were not not charge offs but reps mentioned they were. 3. The amount of student loans. I have 3 children, we all went to college, but all loans were/are in good standing. SafeRent mentions that they do not approve nor deny, which is understandable, however their scoring mechanisms to reach this safe rent score have caused rental barriers, by not accurately reflecting my rentability based on what i've mentioned above. I have filed issue with their compliance. The chief issue is that SafeRent score has made me less rentable than my scores from the Big 3 bureaus. SR took into consideration a *********** that is listed on my report twice in active dispute and a student loan, that if you know how they work clearly shows it was zeroed out and refinanced, not charged off. Plus loans in good standing that have caused no barriers to paying rent. Denial based on this score caused me to have to live in a place of suffering health issues from profuse smoking, frequent noise disturbances affecting sleep & work capabilities. I need to ensure this does not happen again, as I'll be moving soon.

  Business response

  04/05/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  4.5.24
  
  Re: BBB Complaint ******** ***************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 3.22.22 a SafeRent Solutions (***) client (FirstKey Homes ************ A) ordered a tenant screening report on ******************.
  On 4.24.22 an *** client (MSR ************) ordered a tenant screening report on ******************.
  On 4.11.23 an *** client (***************) ordered a tenant screening report on ******************.
  On 4.11.23 ****************** phoned *** requesting to review her tenant screening report ordered by ****************. The phone agent explained the role *** plays in the screening process and reviewed the ****************** & Equifax reports ordered.
  On 4.12.23 a copy of ****************** tenant screening report was mailed via *****
  On 11.19.23 *** received an email from ****************** with questions regarding the *** Rental Score.
  On 11.20.23 ****************** phoned *** following up on her *** Rental Score email. The phone agent shared some factors (delinquent payments, collections, rent to income ratio, etc.) that are used in the mathematical analysis of the score. The ****************** reflected no potential judgement or evictions and advised of the potential credit factors that affected her *** score appearing in her credit report (Charge-Off accounts, past due, delinquent payments).
  On 3.22.24 ****************** sent several emails to *** with questions about the *** Rental Score and Manual Authentication Form. *** responded to her initial email explaining the role *** plays in the screening process and that the properties set their own minimal acceptance criteria. The email also contained the document *** Rental Scoring & Your Rental Application which provided further information regarding factors used in the score.  Shortly after, she contacted *** regarding the concerns expressed in her email. The reports were reviewed, and she was provided with the potential credit factors and application data. The phone agent shared the different factors like collections, charge off, high debt load, etc. that can affect the *** rental score. ****************** expressed that she wanted more details and was transferred to an escalation agent.
  
  The escalation agent advised the information being reviewed was from April 11th, 2023, meaning *** would not have access to any updates unless a recent screening was ordered. The requested reports were reviewed, and the factors were shared. ****************** acknowledged the information in her credit report and that she had no negative rental history. The escalation agent offered to file disputes for inaccuracies.****************** declined, and she requested to further escalate her concern and was informed it would be escalated to the **********************   
  
  The *** Compliance Coordinator phoned ****************** regarding her concerns the same day.  She was advised that the collections, past dues, charge-offs, delinquent payments, and high debt load were potential factors affecting the *** Rental Score. The Compliance Coordinator advised they do not maintain her credit file and are unable to modify the report but could initiate disputes on her behalf for any missing/inaccurate information. Additionally, *** could add a consumer statement to her *** file. The consumer statement would provide the propertys additional information she would like to share for any future screenings during the evaluation of her application. She declined to initiate any disputes or add a consumer statement.****************** requested more in-depth details regarding the *** Rental Score analysis. The Compliance Coordinator advised they would follow up by email with the information regarding the *** Rental Score we share.   
  
  The Compliance Coordinator emailed ****************** a recap email as discussed providing her with a copy of the *** Rental Scoring & Your Rental Application. The email also advised that *** is a reseller of the 3 National Credit Bureaus and does not maintain her credit file. If any inaccuracies were found, *** could submit disputes on her behalf if not already initiated with the credit bureau directly. Lastly, the email advised she could respond to the email with her consumer statement if she decided to add one to her *** consumer file.  
  
  On 3.25.24 The *** Compliance Coordinator phoned ****************** attempting to confirm she received the recap email sent on 3.22.24.
  On 3.25.24 *** received this BBB complaint.
  On 3.25.24 *** Compliance Coordinator emailed ******************, to ask if she had received the previous email on Friday March 22nd, that contained the reports she requested, and also notified her that *** would be happy to submit disputes on her behalf and attached a copy of the Dispute Request Form.
  On 3.26.24 ****************** responded by email advising that she would respond after her workday.
  ON 4.2.24, after not having received any additional responses from ******************, the Director of Compliance sent her an email, providing her contact information and asked if *** could be of any further assistance.
  On 4.2.24 ****************** responded by email and stated that she would review all of **** responses, and would respond no later than Friday 4.5.24.
  On 4.3.24 ****************** phoned the Director of Compliance. The reports were reviewed, and ****************** was supplied with information regarding the items in her credit file that affected her tenant screening report. She inquired about written documentation that explains the score, other than the Scoring Sheet that had already been provided.
  On 4.3.24 ****************** sent a follow up email, inquiring about reports she had previously requested, and requesting written information regarding the calculations of the tenant screening score.
  On 4.5.24 The Director of Compliance responded to ****************** by secure email, with copies of the requested reports, that were previously emailed to her on 3.22.24. An explanation was also provided to ****************** that the proprietary score calculations could not be release due to company policies regarding sharing of proprietary information. An offer was made to review the reports with her again, and she was advised that the tenant screening score that she received, could be within acceptance range at other rental propertys based on their criteria.
  
  If ****************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************. If ***************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as potential criminal or eviction information (excluding bureau credit data), she ****************** may contact *** ******** Services at ************** and verify her identity.  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business offered me a low, "conditional" acceptance response to an apartment rental that I co-signed on for my daughter. She is a college student and has no credit. My credit score is an 808, I have zero debt and cash and assets that total close to 3.7 million dollars. Because if this score, I am to pay the first months rent with a deposit that equals the first month. When I called to dispute this with Safe Rent the customer service rep was clueless and could not explain why my score with Safe Rent was rated so low. She had no answers and zero solutions. I followed up with the apartment complex who said they have no hand in the process and to defer back to Safe Rent. I believe these are fraudulent practices to generate revenue. I intend to follow up with legal action. Once reading these reviews, it strengthened my decision to go forward. This is unacceptable!

  Business response

  02/10/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.10.24
  
  Re: BBB Complaint ******** *********************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 1.10.24 a SafeRent Solutions (***) client (***************) ordered a screening report on **********************.
  On 1.18.24 an *** client (***************) ordered a screening report on **********************.
  On 2.7.24 *** received a call from ********************** with questions regarding her *** Rental Score. Her reports were reviewed and some factors regarding the *** rental score were provided by the phone agent.
  On 2.8.24 *** received this BBB complaint with questions regarding the *** Rental Score.
  On 2.8.24 The *** Director of Compliance attempted to reach ********************** by phone regarding her BBB complaint, a voice message was left. The Director of Compliance sent ********************** an email advising her to callback at her earliest convenience to discuss the *** tenant screening score, as well as the propertys requirements that affected the score.
  On 2.9.24 ********************** returned a call to the *** Director of Compliance.  The director explained that Ms. ********** application was run together with the applicant she was co-signing for, and that the score provided was a tenant screening score, not a credit score. She further explained that the score provided would be a combination of both applications, and covered the different items that can affect the score. ********************** was advised that the other applicant would need to contact *** separately to review their own report. She stated she understood the explanation, and was thankful for the call.
  
  
  
  If ********************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************.
  If ********************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), ********************** may contact *** ******** Services at ************** and verify her identity.
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company denied my application saying my credit score was 485 which is a complete lie. I don't know where they get their information because even when I get soft inquiries I am alerted. I do not owe any landlord and have excellent rental history. I make enough for the rent and there was no valid reason I should have been denied. After my denial I looked up this company and saw that they have several complaints for the same things. I will be contacting my lawyer and getting to the bottom of this companies illegal practices.

  Business response

  02/16/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.16.24
  
  Re: BBB Complaint ******** *****************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 1.30.23 a SafeRent Solutions (***) client (**********************) ordered a screening report on ************. 
  On 2.6.24 an *** client (FirstKey Homes ******* C) ordered a screening report on ************. 
  On 2.8.24 *** received this BBB complaint. Aside from this BBB complaint, *** had not received any correspondence via phone, mail, fax, or email from ************. 
  On 2.9.24 *** phoned ************ regarding her BBB complaint and reviewed her reports with her over the phone. She was provided with some factors that impact the *** rental score (LT ***** rent to income ratio, Credit - Collections, payment history, etc.). ************ advised she understood the analysis of the *** rental score but still questioned the score she received. *** advised her credit report contained collections, late payments, and charge-off accounts that could have impacted her score. She advised she had great rental history, *** advised that the ****************** report did not reflect any evictions or judgements. A copy of her tenant screening report was sent to her via secure e-mail along with a document titled Your Rental & Your Rental Application which discussed details regarding the *** rental score. 
  
  As of 2.16.24 *** has not received any additional communication from ************. 
  
  If ************ would like to request a copy of her Credit Report from the bureaus, she may place an order online from: annualcreditreport.com,or call **************.
  If ************ would like to initiate a dispute for any items contained in the *** report sent to her, which only contained credit report data, she may contact *** ******** Services at **************, and we would be happy to submit disputes to the bureau on her behalf.  
  
  Sincerely,
  SafeRent Solutions, LLC

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have spent hundreds of dollars on application fees for homes that I am more than qualified for. I have great rental history, no public records and great income. Yet all the property management that I applied for use this worthless service and I have been declined. My application is not even considered after being screened by Saferent. Now we are out of money that could have been used for something else and also no home to move into. But they do this and allow to keep all these ridiculous fees the property management charges people.

  Business response

  02/10/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.10.2024
  
  Re: BBB Complaint ******** ******* ****** ******
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 3.16.22 a SafeRent Solutions (***) client (*** Property Management, LLC) ordered a screening report on Ms. ****** ******.
  On 1.31.24 an *** client (Tricon Residential ********* A) ordered a screening report on Ms. ****** ******.
  On 2.5.24 *** received this BBB complaint regarding the denial of her application.
  On 2.6.24 *** contacted Ms. ******************* by phone about her BBB complaint and reviewed her reports. She shared she thought *** made the decision. *** advised we do not to make approval or denial decisions. The Landlord or Property ****************** is responsible for determining and setting their minimum requirements for acceptance. Ms. ******************* inquired about her credit score provided. She was advised of the *** Rental Score (not a credit score) and Credit Scores (Fico 2, 8, etc.) which are all calculated differently. Additionally, *** advised her of some factors that *** negatively affect the application and provided the following: Credit history (quality and quantity of accounts, high debt load, payment history, collection accounts) and ****************** (Judgement or Evictions). Ms. ******************* advised she understood *** role after explanation.
  
  As of 2.10.24 *** has not received any additional communication from Ms. ****** ******.
  
  If we can be of any further assistance to the Ms.*******************, she *** contact Consumer Support at ************. If Ms. ******************* would like to request a copy of her Credit Report, she *** place an order online from: annualcreditreport.com,or call **************.
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

  Customer response

  02/16/2024

  I am rejecting this because nothing was resolved. No one is held accountable. These so called metrics the companies use are inaccurate 100%. The score provided doesnt define my ability to pay my bills. 

  Business response

  02/17/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.17.2024
  
  Re: BBB Complaint ******** ******* ****** ******
  
  Thank you for notifying us of the additional comment received regarding the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  As previously mentioned,
  
  On 2.6.24 SRS contacted Ms. ****** ****** by phone and advised that we do not to make approval or denial decisions. The Landlord or Property ****************** determines their own minimum requirements for acceptance. SRS also advised her of some factors that *** negatively affect the score which include but are not limited to: Credit history (quality and quantity of accounts, high debt load, payment history, collection accounts, and ****************** (Judgements or Evictions), and reviewed the items contained in her report, that potentially affected the tenant screening score. **************** indicated that she understood SRS role after the explanation.
  
  For further clarity:
  
  Quantity and Quality of Credit:  Having a total number of derogatory tradelines that equates to more than 25% of the total credit tradelines, could negatively impact the score.   
  Amount of Delinquent Debt:  The propertys acceptance criteria requires not more than a total of $200.00 in collection debt.
  High Debt Load:  If more than 30% of the available credit being used, the score could be negatively impacted. 
  
  
  If we can be of any further assistance to the Ms.*******************, she *** contact Consumer Support at ************. If Ms. ******************* would like to request a copy of her Credit Report, she *** place an order online from: annualcreditreport.com,or call **************.
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company dredges up false information that has nothing to do with me or other customers trying to apply for rentals at apartments et cetera. They send two properties info about myself that has nothing to do with me.

  Business response

  01/09/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  1.9.2024
  
  Re: BBB Complaint ******** *********************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 12.18.23 a SafeRent Solutions (***) client (Nova Wood) ordered a tenant screening report on *************** 
  On 12.28.23 *** received this BBB complaint. In reviewing our system, aside from this BBB complaint, *** has not received any correspondence via phone, mail, fax, or email from *************** 
  On 12.28.23 *** tried to reach ************** about his BBB complaint. A voice message was left advising him to contact *** and request to speak to the Compliance Department. 
  On 12.29.23 *** made a 2nd call attempt to reach **************. A second voice message was left advising him to contact *** at his earliest convenience during the ********************** business hours.
  On 1.2.24 *** made a 3rd attempt to reach **************. A third voice message was left advising him to contact *** and to request to speak to the Compliance Department. 
  On 1.3.24 ************** responded to *** email advising there was no resolution *** could provide and that he would notify the BBB. 
  On 1.4.24 *** responded to Mr. ****** email advising him there was no current ****************** or Criminal Information reporting in the *** Database. The email also advised him that *** does not maintain his credit file, his credit report is only obtained when an *** client orders a credit report as part of tenant screening, and it comes directly from the credit bureau that the property selects. ************** was advised that *** can submit disputes on his behalf to the credit bureau or he could contact them directly at his earliest convenience to initiate them if needed. Additionally, the *** Dispute Request Form and the credit bureau's contact details were provided.
  
  As of 1.9.2024 *** has not received any further communication from ***************
  
  
  If ************** would like to request a copy of his Credit Report, he may place an order online from: annualcreditreport.com,or call **************. If ************* would like to request a ******** File Disclosure (CFD) to obtain a copy of potential records that *** has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), ************** may contact *** ******** Services at ************** and verify his identity.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I paid $150 in application fees to try and get into a rental house. I have good rental history. I have been in the same house for 5 years, but I am needing to move now. Apparently the place I was applying with uses Safe Rent to process their applications. This place is royally s******* me, and my family and apparently tons of others. They use an arbitrary score that means absolutely nothing as far as your credit goes. They are keeping good, honest people from being able to just live their lives. They need to be held accountable.

  Business response

  11/07/2023

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  11.7.2023
  
  Re: BBB Complaint ******** *****************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 10.19.23 *** Client (101IX-MSR ***********) ordered two screening reports on Ms. ********** 10.26.23 *** received this BBB complaint with a receipt of the holding fee paid to MSR.
  On 10.30.23 *** attempted to reach Ms. **** by phone regarding her concerns mentioned in the BBB complaint. *** was unable to leave a voice message due to technical issues.
  On 10.31.23 *** made a 2nd  attempt to reach Ms. **** by phone. A voice message was left advising Ms. **** to contact *** and to request to speak to the **************************** 11.1.23 *** made a 3rd attempt to reach Ms. **** by phone. A 2nd voice message was left advising Ms. **** to contact *** and to request to speak to the ********************** An email was also sent to Ms. **** with a document titled *** Rental Scoring Your Rental Application which provides further information regarding factors used in the *** Score and advised that she could contact the *** ********************* if she had any further questions.
  On 11.1.23 *** made a 4th attempt to reach Ms. **** by phone. A 3rd voice message was left advising her to contact the ********************* if we could be of any further service.
  On 11.6.23 *** sent a 2nd follow up email to Ms. **** advising that if she had any further questions regarding the *** score to contact *** by phone or replying to the email.
  As of 11.7.23,*** has had no further communication from Ms. **************************** ****  would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************.
  If Ms. **** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding her, such as criminal or eviction information (excluding bureau credit data), she may contact *** ******** Services at ************** and verify her identity.
  
  
  Sincerely,
  SafeRent Solutions, LLC

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for an house that uses this company to verify information. I was told that due to me being a Housing Choice Voucher holder my credit score wasnt taken into consideration. I was denied the home. The information that Safe Rent provided as to why they denied me was because of my credit score. I obtained consumer reports from all 3 credit agencies and the information did not match what the sent to the rental company. I am unsure where they obtained their information. I have filed a dispute with their company providing the reports. As part of my consumer rights I may proceed in federal court for their company falsifying information causing me to lose my application fee and the house being placed back on the market.

  Business response

  10/04/2023

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  10/4/2023
  
  Re: BBB Complaint ******** ********************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:
  On 9.15.23 an *** client (******* 3-Progress Residential) ordered a screening report on ****************.
  On 9.18.23 *** received a dispute request by email from **************** disputing the Fico Score *** obtained from the credit bureau. Shortly after, **************** contacted *** with questions regarding both her Fico score and her *** Rental Score. The *** phone agent advised on the factors that are used to determine an *** Rental Score. The Landlord Tenant and Equifax credit report were reviewed with her. **************** did not agree with the Fico Score provided by *******, and stated that since she had a voucher, the property told her that her credit score would not be factored into the decision.  The *** phone agent advised of the role *** plays in the application process, and that *** processes and returns to the client the specific reports that they request.  
  The *** Compliance Coordinator contacted **************** the same day to further assist with her concerns. **************** advised she completely understood our role in the application process. However, the property kept directing her to contact *** to obtain the reason of denial and the *** minimum acceptance score. She had called the property and asked to speak to a supervisor but had not received a call back at this time. **************** shared additional concerns regarding *** obtaining her credit report when she was provided with the expectation by the property agent that credit would not be obtained or considered for her application.
   On 9.18.223 The consumer report was sent to Ms. ******* verified mailing address.
  On 9.19.23 the *** Compliance Coordinator followed up with **************** to advise that when she obtains her report copy, it will contain the minimum acceptance score set by the property. A client complaint was also sent on behalf of the consumer.
  On 9.22.23 *** received this BBB complaint.
  On 9.22.23 *** received feedback from the property regarding the screening.  The propertys agent that was working with **************** mistakenly did not inform **************** that at this time, they are not currently accepting applications for affordable housing units, and the accidentally ordered a credit report with the screening as well. *** requested a letter in writing from the client on the error.
  On 9.26.23 The *** Compliance Coordinator called **************** regarding her BBB complaint. **************** stated that had sent out the complaint, prior to speaking with ***, and had meant to update the complaint. She was advised of the feedback received from the property and notified that *** would be submitting an Inquiry Deletion Request to the bureau to have the inquiry for this transaction removed.
  The Client has been contacted about their mistake so that they can reach out to **************** as well.
  
  
  
   If we can be of any further assistance to  ****************, she may contact us at **************
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/30/23 I applied for a property for rent with FirstKey. I was denied the rental due to a rental score derived by SafeRent Solutions. They indicated that me score was 375 out of minimum 580. Which is absolutely absurd. I have ok credit in the 600s I had 1 derogatory **** (which was settled but was never given the opportunity to identify that on the application. Also, my auto loan is lower than the amount listed on the credit report by $4000 (which I also was never given a chance to clarify or show proof of during the application process). I have zero evictions, good rental history with no missed payments or failed to pay rent, and dont owe anyone any money. They told me I had to include my husband on the application process but he hasnt worked in 3 yrs due to being hit by a drunk driver and is still awaiting more surgery. So we knew that he wouldnt be apart of the bills or rent so I find it terrible that he should have even been considered. I even offered to pay the full year of rent in cash and upfront, so not sure why my credit would even matter at that point. But seeing the 96% derogatory rating with the BBB should prove that this company should be investigated for their discriminatory business practices. And Im sure this company will give the same ******** response that they provided for the majority of these complaints Please note thatSafeRentSolutions,LLC is a consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA) SRS provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.With respect to credit information, SRS acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the As such, SRS assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients.. blah blah blah. Its a racket, biased and should not be allowed to continue in business!! I demand a refund for my application fee $110!

  Customer response

  09/11/2023

  Also today 9/11/2023, I received my copy of the SafeRent Solutions CoreLogic Rental Property Consumer Report, & as I of course figured, all it provided was my Score of 375 and an identical copy of my basic credit report. What ISNT on there is how this fraudulent company reached my so-called (375) score. Because that (the score) is what they give to the rental companies to decide if they want to rent to people or not. I was denied rental because of this score!!!! However my Credit score is in the 600s, so I know they arent using that to figure this score.!! I have no criminal history. Im a nurse. I had 1 collection (which I have since paid off now), and no negative rental history. So this is absurd! This company should be ashamed of itself. The country is having a housing crisis, we have more homeless now more than ever, and this company is putting people on the streets!!! If I can pay the entire year of rent upfront, this stupid score shouldnt mean anything!! It should be sanctioned and shut down given the number of complaints this company has received. All they do is take your money and then deny you for some secret score they cant tell anyone how they reached that score! Pathetic and very sad to treat people this way.

  Business response

  09/14/2023

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  9/14/2023
  
  Re: BBB Complaint ******** *************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 8.30.23 an *** client (FirstKey Homes ********** A) ordered a screening report on ***************.
  On 9.1.23 *************** made two calls to ***, on the first call she requested to review her tenant screening report and file disputes for inaccuracies, if any. The *** phone agent advised *************** that an active Fraud Alert was in place, and she would need to complete a Manual Authentication form for security purposes. *** received Mrs. ****** Manual Authentication Form the same day. Shortly after, she contacted *** to review her tenant screening report. She was advised of the role *** plays in the screening process and the *** phone agent went over the Landlord ****** and Equifax Credit Report.
  On 9.5.23 an *** client (FirstKey Homes ********** A) ordered a screening report on ***************.
  On 9.6.24 *** sent out Mrs. ****** screening report via *****
  On 9.12.23 *** received this BBB complaint. On the same day The *** Compliance Coordinator called *************** regarding her BBB complaint. A voicemail was left advising her to contact *** and request to speak to the ********************** An email was also sent to *************** requesting her to contact the Compliance Coordinator, or to respond with the best phone number and time to reach her.
  On 9.13.23 The *** Compliance Coordinator made a 3rd and 4th call to ************** regarding her BBB complaint. A voicemail was left both times advising her to contact *** and request to speak to the ********************** A 2nd email was sent to *************** advising her of the options available to submit any disputes for inaccuracies, if any, in her tenant screening report.
  As of 9.14.23, *** has not had any return communication with **************, via telephone, email or usps.
  
  If *************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************. If ************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), *************** may contact *** ******** Services at ************** and verify her identity.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

  Customer response

  09/20/2023

  I am rejecting this response because:   Also today 9/11/2023, I received my copy of the SafeRent Solutions CoreLogic Rental Property Consumer Report, & as I of course figured, all it provided was my Score of 375 and an identical copy of my basic credit report. What ISNT on there is how this fraudulent company reached my so-called (375) score. Because that (the score) is what they give to the rental companies to decide if they want to rent to people or not. I was denied rental because of this score!!!! However my Credit score is in the 600s, so I know they arent using that to figure this score.!! I have no criminal history. Im a nurse. I had 1 collection (which I have since paid off now), and no negative rental history. So this is absurd! This company should be ashamed of itself. The country is having a housing crisis, we have more homeless now more than ever, and this company is putting people on the streets!!! If I can pay the entire year of rent upfront, this stupid score shouldnt mean anything!! It should be sanctioned and shut down given the number of complaints this company has received. All they do is take your money and then deny you for some secret score they cant tell anyone how they reached that score! Pathetic and very sad to treat people this way.

  Business response

  09/26/2023

  On 9.25.23 *** Received a rebuttal response from ************** on the BBB Complaint.
  On 9.25.23 *** Director of Compliance contacted **************. The Director explained: the difference between the *** tenant screening score and a Fico Score, explained the factors that go into the score; reviewed the credit tradelines; offered disputes, and offered a consumer statement for the late auto vehicle payments, as well as a dispute for the auto amount. ************** explained she had been in the hospital for the last several weeks, and had not been able to return the messages, emails, or dispute forms. At this time, ************** stated that she had already found another rental, and declined to proceed with any disputes or consumer statements. She expressed dissatisfaction with the fact that she does not have much credit because she chooses not to have debt, and is disappointed that lack of credit would impact her application.
  
  If *** can be of any further assistance to **************, she may contact *** ******** Services at ************** and ask to speak to the Director of Compliance.  

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I checked my credit reports today and found this inaccurate account on my credit reports and noticed that the ************************ (Some Owned by the Major CRAs), and ************************* have violated my consumer protected rights according to the ***** The following Companies: *************************, LLC - *****, NATIONAL CREDIT SYSTEMS ***** #####**, COLUMBIA DEBT RECOVERY PRS0SRXXXXXXXXXXXXXX - and PROFESSIONAL CREDIT SERVICE - #######################**** have been repeatedly reporting inaccurate information and it's stressed me out and is causing my family to suffer as well in many ways. This has motivated me to research and annotate the violations against my consumer rights as follows: Violation of the **** under 15 U.S Code ****a(2)(B): Exclusions from a consumer report, 15 U.S Code ****b permissible purpose of consumer reports. I've Never given anyone my permission to share or report any of my information. All have violated 15 U.S. Code ****e(b): Compliance Procedures, and 15 U.S. Code ****i (5): Reporting inaccurate accounts and they can't be verified with proof that I have requested already. U.S.C Code **** Section 602 A. States I have the right to privacy. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish an account without my written instructions; I never gave anyone written instructions. 15 U.S. Code ****c - Requirements relating to information contained in consumer reports. 15 U.S.C ****c(a)(5) States: no consumer reporting agency may make any consumer report containing Any other adverse item of information. You've also violated the United States Code Law under TILA, 15 U.S. Code 1666(b) Billing error. All of this research was exhausting, but I did it all by myself, with No 3rd Party assistance. Delete these accounts now!

  Business response

  09/01/2023

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  9/1/2023
  
  Re: BBB Complaint ******** *****************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 8.23.23 *** received this BBB complaint.
  
  On 8.24.23 a search of *** databases cannot find any screening reports in the last 12 months for a person by the same name with the middle name *****, no calls  based on the number provided, no emails based on the email address provided.  The drivers license attached to the complaint will not open, due to the apostrophe placed in the title of the document. (Jessicas License). Without additional identifying information *** is unable to positively locate any transactions in our database involving this consumer.
  
  
  On 8.25.23 The *** Compliance Coordinator attempted to reach ****************** via telephone about her BBB complaint, as additional identifying information is needed in order to locate her file. The license attached to the complaint will not open, due to the apostrophe in the name of the document. A voicemail was left advising ****************** to contact *** and to request to speak to the **********************
  
  On 8.28.23 The *** Compliance Coordinator made a 2nd attempt to reach ****************** via telephone and a 2nd voicemail was left advising ****************** to contact ***, and to request to speak to the ********************** An email was also sent to ****************** requesting her to contact the Compliance Coordinator, or to respond with the best phone number and time to reach her.
  
  On 8.29.23 The Compliance Coordinator made a 3rd attempt to reach ****************** via telephone and a 3rd voicemail was left advising ****************** to contact ***, and request to speak to the ********************** A 2nd email was sent to ****************** advising *** had no record of an *** client, nor request from ****************** requesting a ******** File Disclosure searching with the information provided in the complaint. ****************** was provided with the form and steps on how to obtain an *** ******** File Disclosure. Information was also provided on how to obtain a copy of her Credit Report from AnnualCreditReport.com.
  
  As of 9.1.23 *** has not received any additional communication by phone, email, or mail from ******************. At this time, without additional identifying information, *** cannot definitively identify her records in our system.
  
  
  If ****************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************. If ***************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), ****************** may contact *** ******** Services at ************** and verify her identity.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 07-22-23. I paid a $50.00 application fee to an apartment, **********************, **********************************************************, and was denied without given a reason why. I checked all three credit bureaus and saw my credit had not been checked by this company. I was so confused regarding the denial for many reasons. First, I am a 58 yr old woman, I have been on the same job for over 18 years, I have been a renter for many many many years without any issues when applying to move to another location/rental property, I have never been evicted, I do not owe any other properties any monies, I have not had any complaints against me, and finally I definitely make enough money to pay the rent. Therefore, I did not see a valid reason why I was denied. The Assistant that showed me the unit I thought I would be renting did state, "I do not understand why so many people are being denied." She actually turned her computer screen towards me and it was a list, denied, denied, denied... So many denials it did not make sense. I am writing this letter because I believe there may be possible fraud where this company is just taking peoples money with no intention of renting the units. Why I do not understand. It should definitely be checked into to make sure this is a reputable company. I have read so many complaints about this company (after my denial), and do not understand why they are allowed to still be in business and conduct it the way they do. I reached out to management and did receive an email regarding an Adverse Action Letter. This letter sill did not explain why I was denied. I literally still do not know why I was denied. Please investigate and help stop the fraudulent activity or if possible do something regarding their screening process. Thank you.

  Business response

  08/08/2023

  SafeRent?Solutions,LLC??? 
  ********************************* 150??? 
  ******, ** 75063??? 
  
  8/8/2023   
  
  Re:BBB Complaint ********- *************************;
  
  Thank you for notifying us of the above-referenced complaint.? We have had an opportunity to review the?matter and?provide?this response.????? 
  
  Please note that?SafeRent?Solutions,LLC (SRS) is a consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA).??SRS?provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.? With respect to credit information,?SRS?acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such,?SRS?assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the *****??? 
  
  SRS records indicate that:?? 
  
  On 7.22.23 SRS Client (**********************) ordered a screening report on ******************
  On 8.2.23 SRS received this BBB Complaint
  On 8.2.23 the Compliance Lead called ****************** and discussed the BBB Complaint. The Compliance Lead advised that the credit report was a soft pull, and that the application was screened against the property's acceptance criteria. ****************** was advised of the report information that was requested by the property and the agent offered to dispute any inaccurate information. ****************** confirmed the information was accurate on her reports except one account that she previously disputed. ****************** advised she will dispute it on her own directly with the bureaus. There were no further concerns. The mailing address was verified, and a copy of the report was mailed to *******************
  If ****************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************. If ***************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that SRS has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), ****************** may contact SRS ******** Services at ************** and verify their identity.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

  Customer response

  08/08/2023

  I do not agree with this decision. The decision was based, Im assuming solely on my credit. No I do not have the best credit but my rental history is excellent, I make more than enough to pay the rent, I do not have any evictions nor owe any monies to any properties, no complaints against me. I feel I was discriminated against simply because I am a minority with less than great credit. Im not saying that all minorities have bad credit but many of us do and I was put in the category of we will not rent to this lady because of that. No I do not agree with this decision and something should be done about this company that is allowed to deny because of credit. As long as I pay the rent, keep to myself, and dont cause any problems, what does my credit have to do with anything? It doesnt make sense. I am not the only person who has complaints against this company. There are lots of complaints and even lawsuits against them. And that should speak volumes of their practices. They should not be allowed to continue taking peoples money with no intention of dealing with certain (minorities) people. They get away with it because they are allowed to. There has to be repercussions for what they are doing. This company should be banned from doing business period. 

  Business response

  09/06/2023

  SafeRent Solutions,LLC (SRS) is a specialty consumer reporting agency as defined by the Fair Credit Reporting Act (FCRA).  SRS provides the requested tenant screening reports to its multi-family industry clients based solely on the applicants Name, Address, DOB, SSN or ITIN. SRS does not receive copies of IDs or any information on applicants during the application process with respect to: National Origin, Religion, Gender or Gender Identity, Familial Status, Race, Color or Disability.

  SafeRent Solutions does not make approval or denial decisions. The Landlord or Property ****************** determines and sets the acceptance requirements for their property(s) and makes their own decision(s) based on that criteria. 

  The adverse action letter that the property would have sent to ******************, pursuant to Section 604 (b)(3)(B)(III)  of the FCRA,  would have specifically stated that SRS does not make the decision to take adverse action and that we are unable to provide specific reasons why the application fell below the properties minimum acceptance criteria. 
  

  SafeRent Solutions charges their clients for the requested reports and does not play a role in any fees that a landlord or Property ****************** charges to any applicant with respect to leasing deposits or application fees.   

*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. ↩