Business ProfileforTenant Evaluation LLC

Good morning *****,

Thank you for reaching out. We appreciate your concerns and want to address them thoroughly.

We would like to first address the following statement you made: ************* charged me $250 for an expedited application without disclosing the required documents beforehand." We ask that you refrain from making inaccurate claims. We apologize for any misunderstanding regarding our services and would like to provide a detailed explanation of the fees you were charged and the process involved:

Before you proceeded with your application, you were prompted with a screen detailing all property requirements, including the necessary documentation. This is in line with our policy to ensure full transparency.

Your expedited application (#******) included a $100 expedite service fee and a $150 general application fee, totaling $250. These fees were clearly stated during the submission process, and you agreed to them upon payment.

As per our policy, which you acknowledged during the application process, the application fee & optional platinum fee is non-refundable. This policy exists because we provide immediate services such as credit reports, criminal searches, and eviction searches upon submission of electronic signatures.

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. 
Tenant Evaluation understands the importance of keeping your information secure from unauthorized access. All of your sensitive data is encrypted before being transmitted to/from our servers. Tenant Evaluation is a Level 1 *********************** For details on Level 1 security standards please Click Here.
* Any additional occupants 18 years old or older will have to make a separate application*


Platinum Service is Non-Refundable and it is an optional feature."

Additionally, you signed the Property Agreement and Authorization Form, acknowledging our non-refundable policy.

Regarding your statement, "Once I realized their service was unnecessary, they refused to provide a full or even partial refund despite not delivering the promised service," we would like to provide clarity on the events that occurred:

Our support team has assisted you throughout the process:

May 16th: You created ticket #******, explaining that you had issues with the provision of vehicle registration. Our automatic virtual assistant provided alternatives the same day, and you responded indicating you would provide the non-expired registration directly to the association.

May 22nd: You sent an email on ticket #****** stating that the landlord suddenly decided to pull out of the arrangement and requested a refund. Our team promptly responded the same day, explaining that a refund was not possible and outlining all the reasons as stated.


 We are sorry that you encountered a situation where your arrangement was pulled out, but we are not responsible for personal circumstances. As stated before, we begin rendering services upon submission of the payment and electronic signatures. These services include background checks, credit reports, document collection, and reference checks. Therefore, the application fee is non-refundable regardless of the outcome of the application.

Tenant Evaluation has been providing reputable screening services and software solutions to various associations for over 15 years. We are committed to maintaining our standards and ensuring our clients' satisfaction. We understand your frustration, but please note that it is upon the applicant to complete the application and provide all necessary information and documentation. Tenant Evaluation delivered the services as agreed upon, and our non-refundable policy, which you acknowledged, remains in effect.

Should you have any further inquiries or concerns, we suggest reaching out directly to the building management for guidance. They may offer additional insights or alternative options to assist you.

New Wave Condominium
**************

In order for us to provide you with a copy of the final report, as you have stated the application cannot be finished, you will need to cancel your application and then request the copy of the final report. This report will allow you to review all documents collected and services rendered, including the authorization form that permitted us to perform these necessary services.

To request a copy of your report or to proceed with cancellation and refund, please follow these steps:


Go to www.tenantev.com
Sign in with your email and password.
Select the application you would like to access.
Click on the three lines in the top left corner of the screen.
Choose the "Cancel" option.
Agree to the cancellation and submit it.
Upon cancellation, you have the option to request a copy of your report, inclusive of the services rendered, by visiting ********************************************************************** proceed to fill out the required form.


We hope this helps clarify the process and provides the information you need. If you have any further questions, please do not hesitate to reach out.

Thank you for your understanding, and we hope to resolve this matter to your satisfaction.
Best regards,

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