ComplaintsforSuburban Real Estate Group, LLC

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday March 2, 2021, my husband and I submitting an application for a rental home listed by Suburban Real Estate Group, located at 331 N Old Camp Lane. On Monday March 7th, they emailed us stating they were unable to approve our application due to previous eviction history for my husband. We knew the information was incorrect, as my husband had never had an eviction. We contacted attempted to reach them several time without any response from them. We called their vendor that reported this to them ( Vantage Data Solutions - 1-800-568-5665 ) which they informed us, he was a "possible" match. Nothing on the report had his SS number or DOB. They stated an investigation ticket would be opened. On March 7th I emailed Suburban RE to let them know we had a claim number to the fraudulent activity. On March 8th Cheri emailed me back stating; "We have made all attempts to verify the eviction is in error, unfortunately with no luck. We are very sorry and wish you all the best." My husband called their vendor again and had it escalated to a supervisor as we were going to be homeless, due to giving our current landlord a 30-day notice to vacate. The supervisor within 30 mins., seen that this was in fact an error on his report. He removed the "possible" eviction from his credit report and resent Suburban and my husband an updated report. We resent this information over to Suburban on March 9th. We did not receive any communication from them until we drove out to their office. We spoke with the office manager, who gave us the broker (John) cell number. We called him, he stated he was familiar with our file but was driving, he also stated later in the conversation he was getting on a zoom call in 3 mins. We did not hear back from them until 3:23pm that afternoon. This was their response:I'm sorry it's taken some time to review your request.Since your application was denied, another application was processed and has been approved. Unfortunately, the house is no longer available

  Business response

  03/25/2022

  To whom it may concern,
  
  Mrs. ******** recollection of the accounts is accurate. 
  On March 7th, we declined the application formally as a result of an eviction that was present on her husband’s record.
  
  Our fiduciary duty is to the owner of the house and our responsibility is to get it rented with the lowest vacancy time and to the best candidate possible.
  As you can imagine in any market, but especially in this heated market there are many applicants waiting in line for a home.
  Our standard process in the above situation is to move down the line to the next applicant, which is exactly what we did.
  The next applicant already had all their info in place, that applicant was processed, approved and a lease was drafted.
  
  As Mrs. ****** mentioned her husband did call me on my cell phone at which time I did tell him that I was familiar with their file but did not have all the info in front of me as I was in fact driving.  I did also tell him that I would get back to him after I was done with a zoom meeting, I was getting on in 3 minutes. As she mentioned in the complaint, I did return their call later that afternoon (3:23pm) and I did respond that I was sorry to inform him that the house was no longer available and that another application was processed and has been approved.
  
  We cannot refund application fees for applicants that have been processed.  The ******’s application was processed, that is how we learned that there was an eviction on their record. We do understand that the eviction was on their record in an error, but only after the ******s contested it with the creditor.
  I do want to give the ******s credit for getting the error corrected in a quick time frame.  Unfortunately, in this market it was just not quick enough.
  
  An important note to mention, is that in an effort to be fair to all who apply we only charge application fees when an applicant is in line for a home.
  
  The ******s application was processes (their credit card charged) and was denied.
  Only after that was the next applicants application processed and their credit card charged.
  
  In response to the desired settlement:
  1. As I mentioned we cannot refund an application fee that was rightfully processed.
  2. We are also not able to disclose another applicant’s approval and/or signed lease.  The best I can offer is that the home is no longer listed For Rent on the market.
  3. The eviction status was clearly showing on the ******s records (at the time we ran their application), as Mrs. ****** confirmed and had to dispute it with their creditor. As property managers we have no access to the applicant’s credit bureau and the burden of proof remains on the applicant to clear anything that may be on their record in error.
  
  I am sorry that they were not able to qualify in time for this home and for the frustration that it may have caused them.  However, this fast-paced rental market is definitely frustrating for all involved.
  
  Best,
  John Malozsak - Broker
  Suburban Real Estate Group
  President – Green Valley/Sahuarita Association of Realtors
  
  

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