ComplaintsforTruesource Screening LLC
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Complaint Details
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Initial Complaint
02/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My girlfriend and I applied for a rental house in November 2022 and the owner of the home uses TrueSource Screening to screen tenants. We had no problem submitting information to TrueSource as requested and paid $58 a piece ($116 in total) for their services. They subsequently approved us, notified the homeowner and we moved in to the rental. On January 30th, my girlfriend receives an email from them requesting documentation, the exact same one that we had received two months prior when the application was submitted and processed. We emailed back inquiring as to why they needed documentation from us as our screenings had already been processed and subsequently closed two months prior, but never received a response. Now, an additional $58 has been pulled by TrueSource from our bank account, unauthorized and for unknown reasons, and I am unable to reach anyone from TrueSource by phone to get this straightened out.Business response
02/09/2023
Hello. I spoke with my office manager and he spoke with them this morning. We do not hold credit card information after 30 days. It is automatically redacted thereafter. We did some further investigation and discovered the application was identical to the original - except for the ** address. Even the signature was the exact same.
After further troubleshooting with the applicant we have discovered they filled out the applications on a seldom used device. The application stayed in cache. Up using the device at the new home (new **/Internet) it re-submitted. This morning, we had already contacted, went through troubleshooting, and refunded (even though we incurred further costs not due to our system.
I'm not sure what more the applicants wanted in this situation but A) it wasn't our fault, B) their personal data was safe (on our end), C) we refunded the extra costs PRIOR to the BBB complaint. Quite honestly, this is ridiculous.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.