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:09/13/2022

  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.

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

  Business Response

  Date: 10/13/2022

  Good day, 

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

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

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

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

  Please see full summary report attached. 

  Thank you!