Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The app charged $150 fee for a housing application for rental. I live in ***************** where a domestic partnership is legal and binding. The tenant app didnt honor it and still charged an extra $150 to apply. The application fee is excessive and theyre exploiting applicants and not finishing processing in a reasonable time causing delays in housing. App is known for fraud and over charging against Florida laws

  Business Response

  Date: 06/02/2025

  Dear *****,
  
  Thank you for your feedback. We value all applicants and take concerns regarding fairness and compliance very seriously. We would like to clarify the circumstances surrounding your application and address each of the concerns raised:
  
  Application Fee for Married Couples vs. Domestic Partnerships:
  Our platform follows the guidelines established under Chapter 718 of the Florida Statutes, which governs condominium associations. In accordance with this statute, only legally married couples who provide a valid marriage certificate are eligible to apply as a single household and benefit from the discounted application fee.
  This policy is clearly disclosed during the application process when selecting the "spouse" option. Applicants are informed that in order to qualify for this benefit, a civil marriage certificate must be uploaded for verification. Unfortunately, domestic partnerships, though legally recognized in *****************, do not meet the requirements set by the applicable statute and are therefore not eligible for the same discounted fee. As such, a separate application and fee were required.
  
  Application Type and Processing Timeline:
  Initially, your application was submitted on April 7, 2025, using the "guest" option. The file was released to the community on April 16, 2025, which was within our standard processing timeframe of up to 14 business days.
  However, the HOA manager later informed us that the correct application type should have been submitted as a lease. Upon receiving this instruction on April 22, 2025, we promptly communicated the necessary changes and associated fees to the applicants. The updated application was paid for and re-signed on April 24, 2025.
  After rebuilding the application per HOA requirements and collecting the necessary signatures, the final file was released on May 7, 2025. This also falls within our standard processing timeframe for lease applications.
  
  Allegations of Fraud and Overcharging:
  We strongly reject any implication of fraudulent activity or illegal overcharging. All fees and requirements are clearly disclosed during the application process, and our system is designed to comply with applicable Florida laws and the specific instructions provided by each communitys HOA or management company. We maintain full transparency and are happy to answer any questions or concerns applicants may have at any stage of the process.
  
  We aim to make the application process as clear, efficient, and fair as possible while ensuring full compliance with local statutes and community policies. We appreciate your feedback and hope this explanation provides the necessary clarity regarding your application experience.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23399051
  
  I am rejecting this response because:
  The company has set in place illegal and improper business practices according to Florida statues. In response to their answer by law youre required to accept domestic partnerships in *****************. Your whole company violates fair housing laws and therefore will now be included in a law suit/ class action. 
  Sincerely,
  ***** ********

  Business Response

  Date: 06/04/2025

  We appreciate your feedback and take all concerns seriously. We would like to respectfully clarify our position and address the statements made.
  
  Our platform operates in compliance with Chapter 718 of the Florida Statutes, which governs condominium associations across the state. This statute does not mandate recognition of domestic partnerships in the context of condominium application processes or fee structures. As such, our policy, requiring a valid marriage certificate in order for two applicants to qualify as a single household and benefit from a discounted application fee, is legally compliant under Florida state law.
  
  We understand your reference to domestic partnerships in *****************, and we fully acknowledge that Miami-Dade Ordinance Section 11A-72 does recognize registered domestic partnerships. However, that local ordinance pertains primarily to matters such as healthcare decision-making, correctional facility visitations, and employment-related benefits, and does not obligate private businesses or condominium associations to treat domestic partnerships as equivalent to marriages for application or pricing purposes.
  
  Furthermore, we want to emphasize that our platform does not discriminate against applicants on the basis of marital status, sexual orientation, gender identity, or any other protected characteristic. Our application policies are applied consistently and transparently, and every applicant has the option to apply individually or jointly with any other party, regardless of relationship status. The fee adjustment for married couples is a reflection of shared administrative processing, not of preferential treatment or exclusion.
  
  We remain committed to fair, lawful, and equitable service delivery. We are always open to reviewing and improving our practices in response to constructive dialogue and evolving legal standards.
  
  Thank you again for your feedback

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23399051
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for an HOA background check. Personally Identifiable Information was provided in the form of passport and driver's license. *** was not provided nor was it indicated that it was a mandatory part of the application. Application came back as incomplete due to lack of SSN. No opportunity to remedy the application was provided. Company refuses to provide refund and demands another application be filled out with another $150 to be paid due to their "all sales are final" policy. After the fact, company informed me that I would have had 30 days to remedy the application but at no point was this opportunity provided within the relevant 30 days. Spoke with customer service manager ****** who reiterated the ***************************** to discuss the matter with the **** No offer to mediate the situation or provide a credit was made. He stated that they cannot require a social security number by law but then they cannot complete the application without it.

  Business Response

  Date: 05/12/2025

  Dear Mr. ******************** you for taking the time to share your experience. We appreciate your feedback and understand your concerns. We sincerely regret that the outcome of your application was unsatisfactory, and we would like to take this opportunity to respectfully clarify our process, policies, and the events surrounding your application.
  
  At Tenant Evaluation, Social Security Numbers (SSNs) are a critical component for completing a credit check. While we acknowledge that providing an SSN is voluntary under U.S. law, omitting it prevents us from accessing credit data, which is often required by Homeowner Associations (HOAs) as part of their decision-making process.

  We accept alternate forms of identification such as passports and drivers licenses; however, these alone do not allow us to fulfill the full scope of servicesparticularly credit reportingrequired by most associations. Our policy clearly states that any omitted information may result in an incomplete report and may impact the association's ability to approve the application. This requirement is prominently disclosed during the application process, prior to submission, and is visible in the final evaluation report sent to both the applicant and the association.
  
  If an applicant wishes to modify submitted information or provide missing documentation, Tenant Evaluation allows a 30-day window from the date of application closure to submit a written request to reopen the filethis includes adding a Social Security Number if it was initially omitted. This 30-day timeframe is outlined in our internal policy and is not a requirement under the Fair Credit Reporting Act (FCRA), but rather a courtesy period we provide to assist applicants.

  Your application was closed on December 27, 2024, and, based on our records, no written request to reopen the file or add additional information was received within that timeframe. During a call with our representative, you were informed of this 30-day window. We understand your explanation that no action was taken during this period due to the holidays, but unfortunately, no follow-up communication was received until April 13, 2025well beyond the policy window.
  
  To safeguard personal data and maintain compliance with data protection regulations, all applicant data is removed after 30 days if no reactivation request is received. This policy protects sensitive documents and prevents long-term retention of personally identifiable information.

  Under the Fair Credit Reporting Act (FCRA), consumers have the right to dispute any inaccurate or incomplete information contained in a report at any time. However, it's important to clarify that a reinvestigation under the **** applies only when a report has been generated and contains information that can be reviewed or corrected. In your case, because no Social Security Number was provided, no credit report could be generated, and therefore, no disputable credit data existed. Additionally, we did not receive any formal dispute request regarding this application.

  We would also like to clarify that your application was considered technically completed upon submission. However, the services derived from that application, such as background and credit reporting, are contingent on the information provided.
  
  As stated clearly during the application process and on our website, all fees are non-refundable. This is because the evaluation process begins immediately after submission, triggering internal and external workflows including document handling, identity verification, and services processing. These services are not reversible once initiated, regardless of the eventual outcome or association decision.
  
  We regret that this situation could not be resolved to your satisfaction. Our teamincluding our **************** Managercommunicated the ****** reactivation window both verbally and in accordance with our policy. While we are unable to reverse the outcome or refund the fee at this stage, we remain committed to assisting you with any future applications and ensuring that the process is as smooth and transparent as possible.

  Thank you again for your feedback, which we take seriously as part of our ongoing efforts to improve communication and applicant support.

  Sincerely,

  Tenant Evaluation Team

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23240912
  
  I am rejecting this response because:

  at no point during the 30 day window was I informed of the opportunity to remedy my application.   If Tenant Evaluation has a receipt of this notification with myself, I kindly ask that it be provided.   It was only upon looking into the matter myself that I discovered my application was closed and I was forced to refile and repay another application and processing fee.  Further, if the *** is required but TE is unable to require it by law then this needs to be stated during the application process.  The Social Security Number has no red asterisk or any other notation to indicate it is a mandatory part of the application and the application can even be submitted without filling it in.  

  The issue to me seems that TE is both compelling the *** requirement while at the same time saying it is not mandatory by law.  Further, personal identification documents were also provided to assist with the background check.  

  My only request is that I only be charged one time for the one service and that TE failed to notify/give me the chance to rectify the application.

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/14/2025

  Dear Mr. ******************** you for your message. We understand your concerns and appreciate the opportunity to respond with greater clarity regarding our policies and obligations under the Fair Credit Reporting Act (FCRA).

  As part of our standard application process, the Social Security Number (SSN) field is marked as required due to its essential role in conducting credit checksan important component requested by most associations. However, the form includes an opt-out button labeled I dont have a **** which allows the applicant to proceed by overriding the required field.

  By selecting this option, you knowingly submitted the application without an SSN. While we cannot force any applicant to provide this information, omitting it prevented us from completing the credit portion of the evaluation. The application technically proceeded, but without the **** the report brought no results. This limitation was not a system error; it was a direct result of the missing information. Although the *** was not submittedand even though it was requested during the processwe respect that decision and proceeded accordingly within the limits of the information provided.

  Our policies, which are presented during the application process, clearly state:
  I/We understand that any information left out that is required by the above-mentioned community/association may result in a delay and/or disapproval of my/our application. Additionally, applicants are advised that:
  If you or the co-applicant have falsified, deliberately misled, or omitted to mention any information on your application, you may not be approved for a purchase, lease, and/or occupancy.

  Under the ***** specifically 611 (15 U.S.C. 1681i), consumers have the right to dispute information in a consumer report that they believe is inaccurate or incomplete. In those cases, the consumer reporting agency must conduct a reinvestigation within 30 days. However, this requirement only applies when a report has actually been generated and contains data. In your case, because no SSN was provided, no credit report could be created, and therefore no credit-related data existed to trigger the reinvestigation provisions of the ****. Additionally, no formal dispute was ever submitted on your behalf.

  Our internal 30-day reactivation periodwhich, under specific circumstances and sometimes for an additional fee, allows applicants to submit missing or updated documentation after an application is closedis a customer service policy we voluntarily offer. This window is not mandated by the **** or any other regulatory authority, and as such, there is no legal obligation for us to proactively notify applicants about it unless it is disclosed as part of our own policies. That said, our policy states that applications can only be reopened within 30 days of being abandoned, and only with a written request from the applicant. While our support team makes every effort to communicate this window during interactions, we did not receive any such written request within that timeframe.

  In your case, the application was closed on December 27, 2024, and we received no written request within the 30-day window. The next communication occurred in April 2025, well after the policy period and after the data had been securely removed from our system in accordance with our retention practices.

  We also want to reiterate that application fees are non-refundable. This is disclosed before submission and is due to the immediate initiation of processing steps, including identity verification, document handling, and background services, which cannot be reversed once launched.

  Your feedback is noted, and we regret that the outcome did not meet your expectations. However, the process followed was consistent with our published policies and the information provided during your submission.

  Sincerely,

  Tenant Evaluation Team

• Initial Complaint

  Date:03/09/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their evaluation application is so badly built. They tell you something is missing but they do not tell where. You can spend hours signing and signing and they still tell you something is missing. And you have to fill that or you cant register a tenant. They have your money before and never reimburse you. It should be you have to pay after they say that everything is filled properly. That yould be Better Business.

  Business Response

  Date: 03/10/2025

  Dear Mr. ****************** you for sharing your feedback.

  We understand your concerns and would like to clarify the process regarding Tenant Evaluations application system.

  It appears that you may be assisting a tenant as a realtor, but we are unable to locate a specific case related to your complaint. To better assist you, please email ******************************** with the application number so we can review the details of your case.

  Regarding your concern that the system does not specify what is missing, applicants receive automated email notifications listing any missing items. To access this information, the applicantor their representativemust log into their dashboard. The Pending tab clearly displays what is required, the Reviewing tab shows the items currently under review, and the Completed tab lists all finalized actions. If you or the applicant have difficulty navigating the system, our support team is available via both email and phone, with contact details included in all communication emails sent.

  In response to your statement that we take payments before an application is properly completed and never issue reimbursements, we respectfully ask that you refrain from making false claims. Tenant Evaluation provides a screening service, and as part of the application process, the applicant is required to acknowledge and accept a disclosure authorization disclaimer before submitting payment. Additionally, the applicant must sign the rules, regulations, and authorization form, which explicitly outlines our refund policy. Once the applicant signs the electronic rules and regulations, the application fee is non-refundable, as screening services begin immediately after the authorization form is signed and the applicant agrees to the terms.

  We strive to maintain transparency in our process, and we encourage you to reach out to us directly at ******************************** for any further assistance.

  Sincerely,
  
  Tenant Evaluation ***************** Team

  Customer Answer

  Date: 03/26/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Theres a time sensitive Fair Housing matter that I need addressed via my application. Application number ******. I have sent an explanatory email to Mr. **** *****, Manager, Mrs. ******** *****, Secretary, Mr. ******** **********, Manager, ******* *****, **************** Manager and Ms. ***** ********. I also sent this inquiry to the support email for Tenant Evaluation LLC.

  Business Response

  Date: 01/21/2025

  Dear Ms. ***************** have received your letter dated January 17, 2025, requesting a 24-hour processing timeframe for your application and referencing the Fair Housing Act, a prior expedited application, and 24 CFR ******* concerning reasonable accommodations. We appreciate the opportunity to address your concerns and provide clarification.
  
  Tenant Evaluation LLC is a third-party tenant screening company. Our role is to provide accurate and timely application screening services. 
  
  Kindly note that applications are processed in the order they are received, and during periods of higher demand, the timeline for processing may vary based on the volume of submissions. Our **************** typically requires up to 14 business days for processing, as this timeline allows us to ensure accuracy and fairness while accounting for factors such as the timely submission of documents and the responsiveness of references. However, we strive to process applications as efficiently as possible, and in some cases, this has resulted in shorter timeframes, including the 24-hour processing of your prior application. While such expedited completion may occur under specific circumstances, it is not the standard timeline nor an obligation. Expedited processing is formally offered through our ***************** which guarantees a one-business-day turnaround and remains available to you.
  
  With regard to your reference to 24 CFR *******, we would like to clarify that this regulation applies to housing providers. As a tenant screening company, Tenant Evaluation LLC does not have the authority to grant or deny accommodations under this provision. While we strive to process applications as efficiently as possible, our obligations are governed by the Fair Credit Reporting Act (FCRA) and our established policies, which are applied consistently to all applicants.
  
  As recently discussed, your application was processed promptly and in accordance with our established policies.
  
  For further guidance or next steps, we kindly recommend reaching out directly to the association you are applying to.
  
  Thank you for your understanding, and please do not hesitate to contact us if you have any further questions.

  Tenant Evaluation LLC

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Amber

• Initial Complaint

  Date:05/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 16,2024 I applied for a background check through Tenant Evaluation to qualify for a unit at *************** in **. **********. After a week of submitting my application and multiple miscommunication and lack of communication between the ******************** and Tenant Evaluation, I lost the opportunity to rent the unit I applied and I lost not only the unit I was applying for but also my application fee for two applications in the amount of $200. Tenant Evaluation never submitted the Background report to ******************** nor to my knowledge did TE ever complete the report. The two entities do not communicate resulting in confusion and inadequate follow through on services rendered and paid for. I made a written request to Tenant Evaluation for a refund and it was denied. I then called and spoke to a supervisor named ******, he would not give me his last name or employee id and was very rude and unprofessional. He refused to refund my money nor resolve the application fiasco. I am very disappointed to lose a property that I was counting on calling my home and then also to lose money for nothing but trouble and no service provided.

  Business Response

  Date: 05/21/2024

  Good day *****,
  
  Thank you for contacting our team and bringing this matter to our attention. We would like to address the various concerns you raised in your complaint to ensure clarity regarding our procedures and policies.
  
  Firstly, you mentioned "multiple miscommunication and lack of communication between the ******************** and Tenant Evaluation." Please note that it is not within our scope to determine how the association wants you to apply. Once you raised your concerns with us, we called and sent an email to the association to communicate with them. Therefore, your statement regarding miscommunication is not accurate.
  
  Regarding your statement, "I lost the opportunity to rent the unit I applied for and I lost not only the unit but also my application fee for two applications in the amount of $200." We are sorry you lost the unit, but please understand that we are a screening company and cannot be held responsible for our customers' personal circumstances. On May 10, 2024, you submitted your application and signed the Property Agreement and Authorization Form, thereby acknowledging and consenting to Tenant Evaluation's refund policy and the non-refundable application fee. This action also authorized the associated payment. The application fee covers the costs of services that are automatically initiated upon submission of electronic signatures, including background checks, credit reports, document collection, reference checks, and other related services.
  
  You also stated, "Tenant Evaluation never submitted the Background report to ******************** nor, to my knowledge, did TE ever complete the report." We ask that you refrain from making false statements. Application #****** under the name of ****************************, submitted on May 15, 2024, was fully completed and released to the association for their review. Please note that the completion of the report depends on the applicant uploading all necessary documents. Regardless, we always provide a report to the community even if the application is incomplete on the applicant's end, as services are rendered. Additionally, you can request a copy of your report, inclusive of the services rendered, by going to ********************************************************************** filling out the form, as we informed you via email in ticket ****** on May 16.
  
  Please note that a supervisor called you upon request as a courtesy call. We are not allowed to discuss refunds over the phone. You were already provided with clear instructions and explanations on why a refund could not be provided from Tenant Evaluation's end. Our agents are not authorized to provide personal information over the phone.
  
  We apologize for the frustration you experienced and understand your situation. Unfortunately, as per our policies, we are unable to process a refund. We recommend reaching out to the association to see if they can provide an alternative solution. Thank you for your understanding.
  
  Best regards,
  
  Tenant Evaluation ****************************

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21726558
  
  I am rejecting this response because the service provided was not adequate nor complete ant the time needed to support the evaluation. This company is falling back on clauses the the electronic statement and not delivering on their commitment to the customer nor to Nu River. They are rude as seen in their communication back to me and experienced when speaking with them. If I do not receive a refuse I will continue to proceed with my complaint in a public forum of dissatisfaction with Nu River and in formal written communication to the Florida Business Bureau.
  
  *************************

  Business Response

  Date: 05/23/2024

  Good morning, *****.

  
  Thank you for your response. We appreciate the opportunity to address the concerns you have raised.

  
  You mentioned that "the service provided was not adequate nor complete and the time needed to support the evaluation." We apologize that you feel this way about our service. Since your initial complaint was a request for a refund, I would like to clarify the sequence of events and highlight the efforts our staff made to assist you. Our team is well-trained and committed to providing polite and thorough support throughout the process.

  
  Before detailing your case, we want to clarify that we are a third-party screening company working on behalf of various associations and condominiums. Our screening process is entirely online, and our applications accommodate up to two applicants applying together. We are not responsible for each community's specific application requirements, whether they require joint or separate applications. Communities are our clients, and they are familiar with our process. They have a dedicated support department to handle their communications. Any issues between you and the community are, therefore, not our responsibility.

  
  We kindly ask you to refrain from saying that we are "not delivering on our commitment to the customer nor to Nu River." We are diligent in our commitment to our customers and maintain 100% transparency in our process. We inform you upfront that our fee is non-refundable, as your electronic signature authorizes us to start rendering services. Additionally, when you reported issues with your application, our staff personally called the assistant manager of the community on May 15th. They discussed what we could and could not edit or change within your application, and we sent an email to authorize changing the application from Guest to Lease, to which the manager never replied. We also informed you that you had already submitted two separate applications that could not be combined.

  
  Here is a detailed timeline of our interactions:

  
  Friday, May 10: You contacted Support via Ticket #****** regarding the Vehicle Plate. The agent assisted you via email and provided a response on Monday, May 13.
  Tuesday, May 14: You requested a callback from the support team, and the available agent assisted you with editing the application address, advising you to upload the contract for internal editing. You also requested information about adding a co-applicant.
  Wednesday, May 15: Our agent received a call from the assistant manager, informing us of your case. They discussed the limitations on merging applications, and the manager indicated that one application should be changed from Lease to Guest. The agent emailed the manager with instructions to change the type of application as per Ticket #******, and we have been in contact with NuRiver recently to address the matter.
  Thursday, May 16: You called support again and informed us that you needed to delete your application and apply together with your co-applicant. The agent explained that applications could not be deleted but could be canceled upon request. The community needed to send us an email authorizing changes, and he advised you to ask the manager to email us for further assistance.
  Thursday, May 16: You spoke with an agent from the support team, informing him that the landlord was no longer renting the unit and inquired about using the applications for a different unit and changing your son's application from Guest to Lease. The agent explained that applications could not be combined directly, that the association would receive the files for the same address, and that authorization from the association was needed to change the application from Guest to Lease.
  Thursday, May 16: You submitted Ticket #****** requesting a refund, stating that the landlord was no longer renting the unit.
  Thursday, May 16: The support supervisor responded to your ticket detailing why a refund could not be processed. You replied, requesting to speak with a manager and threatened to leave a BBB complaint.
  Friday, May 17: The supervisor called you to clarify the refund situation. Unfortunately, the conversation became heated, leading to miscommunication and increased frustration on your part. The discussion lasted six or seven minutes without reaching a resolution before it ended.

  
  We hope this clarifies the efforts made to assist you and the reasons behind our actions. If you have any further questions or require additional assistance, please let us know.

  
  Regarding the refund option, on May 10, 2024, you submitted your application and signed the Property Agreement and Authorization Form, thereby acknowledging and consenting to Tenant Evaluation's refund policy and the non-refundable application fee. This action also authorized the associated payment.

  
  Additionally, you provided the following items that were completed on our end:
  ************************* E-Signatures on the NuRiver Landing Property Rules & Regulations, and Authorization Form for Tenant Evaluation to process your information.
  Photo Identification
  Vehicle Registration
  Lease Agreement (was rejected as you did not provide the correct document)

  
  These items were provided on May 13, 2024 and May 15th.

  On the other hand, internal services were rendered. Your application is still in progress, since you have not canceled on your end.

  
  Furthermore, please understand that the application fee covers the costs of services that commence automatically upon submission of electronic signatures. These services include, but are not limited to, background checks, credit reports, document collection, reference checks, and other related tasks. It is important to note that our service is not limited to the delivery of a complete final report.Since you did not complete the application, it is incorrect to claim that we failed to deliver a report or fulfill our obligations. Our documentation collection and service processes begin immediately after you provide electronic signatures via the authorization form. You can still request a final report upon cancellation of your application, including all services that were rendered and collected documentation.

  It is important to note that the responsibility lies with the applicant to verify the availability of the property for rental/purchase, as Tenant Evaluation does not provide application codes.

  Should you have any further inquiries or concerns, we suggest reaching out directly to the building management for guidance on how to proceed with your request. They may offer additional insights or alternative options to assist you.
  You can contact NuRiver Landing at ***************.

  
  Additionally, you have the option to request a copy of your report, inclusive of the services rendered, by cancelling your application, going to *********************************************************************** the correct option ''Requesting a Copy of the Final Report'' , filling out the necessary information and signing the form.

  
  We appreciate your understanding in this matter and remain available to address any further questions or clarifications you may require.

  
  Please let us know if we can be of further assistance. Thank you for contacting us!
  
  
  Sincerely,

   

  Tenant Evaluation ***************** Department

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21726558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/03/2024

  Tenant Evaluation never provided the service they claim to provide. Their system nor communication is not user friendly. They take advantage of the client and hide behind their blanket statements in the initial terms they provided and get your signature where you are forced to use them and cannot proceed with the application process without doing so. I want a refund for my application fee as Tenant Evaluation did not complete nor provide the service they claim to provide. 

  Business Response

  Date: 06/04/2024

  Dear *****,

  I hope this message finds you well.

  We understand your complaint and your request for a refund. However, as previously communicated, we are unable to process a refund.
  

  We're proud to be a reputable screening company, and our services are rendered right after we receive your electronic signatures on the authorization form you signed. Our comprehensive process covers background checks, credit reports, document collection, reference checks, and more. It's important to note that our terms clearly state several times the application fee is non-refundable, before the applicants proceed to submit the application.

  Regarding your concern about the services, we want to assure you that your statement suggesting Tenant Evaluation didn't provide the services we promise is mistaken. While we've mentioned this before, it appears you haven't requested a copy of your final report yet. No problem, we're here to help you through the process. Once you review it, you'll see firsthand all the services we have provided.

  We appreciate your feedback regarding our system and communication. While this aspect is important, it is not the core issue addressed in your complaint about the refund. However, we continuously strive to improve user experience and will take your feedback into consideration.

  Our terms and conditions, including the non-refundable fee, are transparent and communicated multiple times before you submit your signatures. These terms are designed to ensure that applicants are fully aware of the process and obligations.

  On the final payment screen, you agreed to the following statement:

  
  "I, Confirm that I authorize the payment of the above amount according to the card issuer agreement. I also understand that the application fee is required and non-refundable regardless of the outcome of the application (...)*
  
  
  Additionally, you signed the Property Agreement and Authorization Form, acknowledging our non-refundable policy.

  Should you have further inquiries or concerns, we recommend reaching out directly to the building management for guidance on how to proceed with your request. They may provide additional insights or alternative options to assist you. You can contact NuRiver Landing at ***************.

  You can request a copy of your final report by visiting ********************************************************************** proceed to fill out the required form. Select "Requesting a Copy of the Final Report," fill out the necessary information, and sign the form.

  
  We appreciate your understanding and remain available to address any further questions or clarifications you may require.

  
  Sincerely,
  
  Tenant Evaluation ***************** Department

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21726558
  
  I am rejecting this response because: I will never rent or buy a place hat requires me to use Tenant Evaluation service offerings. I will also share my experience with as many people as I can. Your lack of customer service and quality service offerings will be the demise of your company. You lost a sale for not only me for the owner of the condo a Nu River Association. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/05/2024

  Hello ****,

  We understand your frustration and regret that you feel this way.

  Regarding your statement, "I will never rent or buy a place that requires me to use Tenant Evaluation service offerings," please note that these are personal circumstances beyond our control. We want to clarify that our role is solely to provide screening services once the application is submitted.

  As for the comment, "You lost a sale not only for me but for the owner of the condo at ********************** it's important to understand that Tenant Evaluation is not responsible for the arrangements between owners and applicants. Our responsibility is to deliver the screening services as outlined, which commence immediately upon the submission of your electronic signatures. This process includes background checks, credit reports, document collection, reference checks, and more. Our terms clearly state that the application fee is non-refundable.

  We have provided the necessary services as per our agreement. To verify, you can request a copy of your final report. Once you review the report, you'll see the comprehensive services we provided along with the Authorization Form to process the application.

   

  Sincerely,

  Tenant Evaluation ***************** Department

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.