Customer ReviewsforTenant 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

Good morning *********,


I hope this message finds you well. I would like to provide you with further clarification regarding your application (******) and the two credit checks that were conducted on October 15th and October 27h. 


I understand that you initiated a dispute on October 25th, and that our team replied back on October 26th, informing you about the disputing credit procedure, the fact that Tenant Evaluation uses the Equifax FICO score 8 algorithm to run those credits, which is the industry standard for residential purposes and informing you that we can not guarantee the score and re-running the credit may lower the score.


Upon your request, we re-opened your application and re-ran your credit on October 27th. On October 29th, you contacted our teams expressing your concern about the credit score provided in your new report and you initiated another dispute. On Monday the 30th of October, our teams replied to you explaining again how Tenant Evaluation proceed credit check.

I do understand your astonishment and disappointment upon reading the results of these two scores, taking into account the comparisons that you obtained via other means (Xactus, VantageScore, ******).


It's important to note that when realtors or applicants check their own credit, they often use a different credit bureau and scoring algorithm, which can result in different credit scores. Indeed, credit scores obtained from online websites like freecreditreports.com, CreditKarma, and CreditWise use different algorithms than the industry standard FICO score.  These websites provide "consumer-based" reports, while lenders, such as those in the mortgage and auto industries, rely on the standard FICO score for their assessments. Lenders generally do not accept reports obtained through websites due to these algorithm differences.
It is also important to highlight that the dates at which you obtained credit score from other sources (September 12th, October 8th) are different from the dates at which Tenant Evaluation run your credit using Equifax FICO score 8 algorithm (October 15th and 27th).

Tenant Evaluation is an accredited company running credits with Equifax, we comply with strict rules and have no doubt about the accuracy of the score provided.


Best regards, 

Tenant Evaluation Quality team

Thank you for providing feedback regarding your recent experience with our service. We sincerely apologize for any inconveniences you may have encountered during the process and we appreciate the opportunity to address your concerns. Your review has highlighted several points, and we'd like to provide more information on each:


In reference to the instructions conveyed by our automated phone system for making edits, it's important to highlight that our automated recording instructs applicants to send an email to ******************************** for security reasons. It's worth noting that we did not receive any email requests from you to initiate edits. Nonetheless, we acknowledge any difficulties you encountered, as well as the subsequent delay in the availability of the edit functionality. The 48-hour waiting period to make edits is implemented to ensure that our emails are not incorrectly flagged as spam. Your feedback has been duly noted, and we are committed to exploring improvements in this aspect of our service.

We appreciate your patience in waiting to connect with our agents, as call volumes can understandably fluctuate industry average on hold 4 min. We are pleased to acknowledge that our agent was able to promptly assist you on the same day you made the call, ensuring that the necessary edits were completed.

We truly understand the inconvenience that arose due to the typographical error in the email address. In cases where the application experiences delays, it's essential to clarify that such delays may have resulted from incorrect information initially provided by the applicant. While we strive to provide timely and accurate services, we must emphasize that applicants bear full responsibility for supplying accurate and complete information. We are committed to assisting and expediting the process within our control, but the accuracy of the input data is pivotal to a seamless process.

Our expedited service is contingent upon completing all necessary requirements. This ensures that the 24-hour business hours turnaround time begins only after all verifications and internal processes are finalized. We assure you that once these steps were completed satisfactorily, we promptly sent your application to the community within the promised time frame.
Allow us to underscore with utmost clarity that our service is resolutely grounded in integrity and transparency. Tenant Evaluation has dedicated years to serving its community and diligently cultivating a commendable reputation within the industry. Characterizing our service as a "scam" is not only unfounded but also defamatory in nature. We uphold ethical standards, providing legitimate, efficient, and accurate services consistently.


Our policy of escalating concerns via email aids in thorough investigations by supervisors. It's important to acknowledge that your initial interaction with our technical agent was marked by an aggressive and demanding tone ( recordings available at your will) . We want to clarify that our agent was diligently adhering to our company policies, which require that service-related complaints be communicated in writing. This procedure is in place for security reasons and to facilitate further investigation. We'd like to clarify that our agents' phone system does not possess the functionality to directly transfer calls to supervisors due to a system limitation. Despite this protocol, we understand that this approach was not accepted by you.

Despite the initial misunderstanding, we remained committed to addressing your concerns. A supervisor reached out to you in an effort to better understand the situation and provide assistance. It's important to note that even after the issue had been successfully resolved, there were continued inquiries about unrelated personal matters and doubts expressed regarding the supervisor's statements. Unfortunately, this behavior posed challenges in our communication.


We genuinely appreciate your feedback and the opportunity to address these points. We hope this elaboration provides a clearer picture of our commitment to resolving your concerns and continuously improving our services.

Good day,

Please note, Tenant Evaluation is a Third-Party screening company, therefore we are not involved in approvals, denials or any outcome of the rental/purchase application.All applicants must sign an authorization form before any service is performed informing that this process is non-refundable, as this will allow services to be rendered and to collect documentation once signed. On 01/18/2022 ********************************* signed the authorization form acknowledging that the process is non-refundable. Once the forms are signed, services such as background start running.********************************* did not cancel this application, this application was sent to the appropriate HOA for their review. ********************************* then applied once again on 05/19/2022 .

Cordially,
*************