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:03/25/2025

  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 3/25/2025, I was denied a rental home by Progress Residential due to a Criminal Decline. My girlfriend and I had strong credit and were pre-approved pending the background check. ********* website clearly states that applications will be denied for felony convictions within the last 10 years or specific serious offenses such as crimes against children, homicide, or drug distribution. My only felony convictions are from ********, well beyond the 10-year window.Despite this, I received an adverse action notice based on a report from SafeRent Solutions, which pulled records that should not have been considered under Progress Residentials policy. This is misleading and unfair. SafeRents disclaimer even states that applicants should not face adverse action without independent verification that the information pertains directly and appropriately to them.Progress Residential presented one set of expectations before we paid application fees, then allowed a third-party screener to act outside those guidelinesultimately penalizing me for offenses from nearly 20 years ago that Ive worked hard to move past. Since those convictions, Ive served in the United States military and built a better life, including strong credit and consistent income.This process feels discriminatory and deceptive. If a company advertises that older criminal records wont be considered, and then allows them to be used anyway, it defeats the purpose of offering second chances. Not only did I waste money on an application I should have qualified for, but I also faced unnecessary embarrassment and stress. This situation violates the fair screening process outlined on their website.

  Business Response

  Date: 04/07/2025

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  4/7/2025
  
  Re: BBB Complaint ******** ****** *****
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (SRS) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  SRS provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, SRS acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ****. As such, SRS assembles credit information provided by one of the three national consumer reporting agencies (Equifax, ********, and **********) and provides the information to its clients who have a permissible purpose pursuant to the FCRA. 
  
  SRSrecords indicate that:  
  
  On 4.1.22 SRS Client (****************) requested Tenant Screening reports on ****** *****
  On 3.21.25 SRS Client (Progress Residential - *****) requested Tenant Screening reports on ****** *****
  On 3.25.25 Mr. ***** called SRS Consumer Support team to get a status update on the criminal background check requested by the property. The agent advised that *** is awaiting reports from the state of ******* and advised an estimated time for reports to return was 3/26/2025 by end of business day. The consumer asked if a copy of the reports is sent to him. The agent shared that he could request a copy by phone or email once they are completed. The reports returned later that day and showed a potential felony record.
  
  On 3.26.25 SRS Compliance received this BBB complaint with a copy of the Adverse Action Letter that the property had sent to him.
  On the same day, SRS Compliance reached out to the property management company (Progress Residential) and requested they reach out to the consumer to provide feedback on their criminal background criteria.  
  
  On 3.28.25 SRS Compliance sent an email to Mr. ***** to advise of the email sent to Progress Residential. The email also shared that *** does not make any approval or denial decisions for the management companies. The management company sets their own criteria regarding the information found in his reports (examples: income, credit information, housing court data, and criminal history). They set the minimum score requirements for application approvals based on the level of risk each is willing to accept. Overall, management would be the only one to share any possible options, if there are any.
  
  On 4.4.25 SRS Compliance followed up with Mr. ***** to confirm if he had spoken to the property and if he needed to dispute anything in his reports. Mr. ***** sent a response after business hours and simply stated that the reports were wrong, with no additional details.
  
  On 4.7.25 SRS Compliance followed up by email and requested that he provide information on what he felt was incorrect, and why, so that we may process a dispute for that information on his behalf.
  
  
  Currently, SRS Compliance is awaiting a response from Mr. ***** to assist him with any potential dispute requests. 
  
  If ****** ***** would like to request a copy of his Credit Report, he may place an order online from: **********************,or call **************.
  If he would like to continue with his dispute request, he may call SRS at ************** and verify his identity.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  Date:02/07/2025

  Type:Billing 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.

  I am writing to share my experience regarding the credit application process I encountered while applying for a house with Safe Rent. Over the past year, I submitted three separate applications, only to be denied each time. Disturbingly, I received three different credit scores as the basis for these denials, yet no clear explanation was provided for any of them.Despite my efforts to improve my credit standing, my applications were still denied, which has been both frustrating and disheartening. My credit score has increased significantly during this period, but the lack of transparency regarding the reasons for my denials has left me in a difficult position and hindered my ability to secure housing. I have no criminal history, evictions and make more than 3 times the rent and we only need 2 times in ********. I believe that applicants deserve a clear and detailed explanation of the factors leading to denial. This kind of transparency is crucial for individuals looking to address any potential issues and make informed decisions moving forward. I hope that this feedback encourages a more open and communicative approach in the application process for future applicants.

  Business Response

  Date: 02/20/2025

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  2/20/2025
  
  Re: BBB Complaint ******** ****** *******
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ****. As such, *** assembles credit information provided by one of the three national consumer reporting agencies (*******, ********, and **********) and provides the information to its clients who have a permissible purpose pursuant to the FCRA. 
  
  ***records indicate that:  
  
  On 7.29.24 a SafeRent Solutions (***) client (FirstKey Homes **************** A) ordered a tenant screening report on Ms. ********
  On 9.1.24 an *** client (FirstKey Homes **************** A) ordered a tenant screening report on Ms. ******** The consumer reports only contained ******************* Additional Address, and an Alternative Credit Report. (Credit was not accessible due to security freeze on the consumers file at the bureau level.)
  On 9.3.24 an *** client (FirstKey Homes **************** A) ordered four tenant screening reports on Ms. ******** The first three consumer reports ordered included ******************* Additional Address, and an Alternative Credit Report. (Credit was not accessible due to a security freeze at the bureau level.) The fourth screening contained all reports - ******************* Additional address, Alternative Credit and Equifax reports.
  On 2.1.25 an *** (FirstKey Home **************** A) ordered a screening report on Ms. ********
  On 2.10.25 *** received this BBB complaint with questions regarding the *** Rental Score. A search of our system showed no prior contact or queries from Ms. ******* prior to the issuance of this complaint.
  On 2.11.25 *** responded to Ms. ******** concerns via email: explaining that Rental Scores are a standard feature in most tenant screening reports, and an explanation of how the score is calculated, and a reminder that it is not a credit or FICO score., and that each property sets their own criteria, with respect to the level of score they require for approval, conditional approval, or denial. The email provided feedback on how Ms. ******** consumer report information was used in the *** Score. It included how her income was a minimal impact and there were no income alerts that impacted the score. The credit history was a maximum impact as it is used to determine payment behavior to help companies assess the likelihood of an applicant completing the lease obligation. Specific items on the credit report were highlighted to help narrow down how they affected the score. She was advised that Criminal records are NOT included in the score and that no criminal background check was requested by the property.
  On 2.12.25 *** made a phone call attempting to discuss Ms. ******** concerns. A voice message was left advising her to respond with her questions or concerns via email (compliance@SafeRentSolutions) or she may contact *** and request to speak to the **********************
  On 2.17.25 *** made a 2nd phone call attempt to reach Ms. ******* received. A voice message was left advising her that *** had responded to her concerns via email (Compliance@SafeRent Solutions). *** Compliance was available by phone from 8:30 AM to 5 PM CST if she had any additional questions.
  On 2.18.25 *** sent a 2nd follow up email to Ms. ******** The email advised *** had not received a response. If any further assistance was needed, respond to the email or contact *** at ************ and request to speak to the ********************* during business hours.
  
  If Ms. ******* would like to request a copy of her Credit Report, she may place an order online from: **********************,or call *************** If Ms. ******* is still in need of assistance, she may respond to the emails sent or contact *** an ************ Monday to Friday 8 AM 6PM CST.
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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.

  This Company filed a false and incorrect Report on me to a Rental Agency; when I tried to contact them to correct the mis-information, and get a Copy of my Report; all I got was one excuse after another. When I called their "Customer **********************" phone number; and spoke to "*****"; I answered all her questions; and asked for a Copy of my Report about 6 times, and then asked for a Supervisor; she hung-up on me. I've also emailed them about 4 times, and I never got an resolution.Thank you

  Business Response

  Date: 01/14/2025

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  1/14/2025
  
  Re: BBB Complaint ID ******** **** Dajani 
  
  Thank you for notifying us of the above-referenced complaint. We have had an opportunity to review the matter and provide this response.
  
  Please note that SafeRent Solutions, LLC (SRS) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  SRS provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, SRS acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ****. As such, SRS assembles credit information provided by one of the three national consumer reporting agencies (******** ********* and **********) and provides the information to its clients who have a permissible purpose pursuant to the FCRA. 
  
  SRSrecords indicate that:  
   The consumers reports have been submitted under different first names ****** ****** and **** ******)
  
  On 2.16.22 SRS client (MyRental-****** ********) requested a tenant screening on **** Dajani 
  On 2.17.22 SRS client (MyRental- Grand Homes Florida Realty & Management) requested a tenant screening on **** Dajani 
  On 3.11.22 SRS initiated some disputes per the request of *** ******* and he was provided with his dispute results on 3.14.22 and 4.9.22 through ****.
  On 1.6.25 SRS client (MyRental-******** *****) requested tenant screening reports on **** ******* 
  On 1.7.25 *** ****** emailed the *********************************** with his concerns about the data indicating that he had a car loan. He said in the email he did not have a car loan. He requested that it be corrected. The *********************************** directs him to the (Consumer Relations/Consumer Support) to place a dispute request.
  On 1.8.25 SRS received an email from *** ******* requesting a copy of his report.
  1st call: The consumer relations team then received a call from *** *******requesting a copy of his reports due to an auto loan being reported. The agent attempts to security verify *** ******* identity so that the reports can be reviewed and sent, but *** ****** declines to provide further information.While the agent was reaching out for a supervisor to assist with the call, ********* disconnected the call.
  2nd call: Shortly after, SRS Compliance called *** ******* He advised that the rental agency he applied at stated there was a car loan on his report, and that he does not have a car loan.  The Compliance agent advised that there due to the Fraud Alert (On the ********** credit report), a manual authentication form was needed before the report could be released. *** ****** declined to complete the form.  
  SRS Compliance received this BBB Complaint # ********
  3rd call: SRS Compliance attempted to call *** ****** back to advise him that a copy of his reports would be sent to him, without the additional verification requirements, as approved by the Director of Compliance.  A voicemail was left which shared that he would receive a secure email from ************************************** which included  a copy of his report, which did not contain an auto loan.
  He was provided with the contact information and business hours for the Compliance and Consumer relations teams. The secure email was sent to the same email per his request. The email additionally offered to dispute any credit or additional address information and that he can send his requests to Compliance by email. It included the contact information for Compliance.
  
  On 1.9.2024 SRS Compliance sent a follow-up email to confirm if *** ****** had any questions on the reports or needed to file any disputes.
  
  A 2nd copy of the consumer reports was sent by the Consumer relations team, which also advised that Compliance had left him a voicemail and sent him a secure email with his reports on 1.8.25. He was advised he can file a dispute on his credit report or additional addresses of needed.
  
  As of 1/14/2025, SRS has not received any additional communication from **********
  
  If ***** ****** would like to request a Consumer File Disclosure (CFD) to obtain a copy of records that SRS has in its file regarding them, (excluding potential criminal and bureau credit data),He may contact ********************* at ************** and verify his identity.
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

  Customer Answer

  Date: 01/15/2025

  I am rejecting this response because:   The timeline of what the SafeRent has indicated was not entirely correct.  I did not terminate any Calls; the Agent is the one who terminated the Call when I asked for a Supervisor; after "putting me on-hold".  My sole reason for contacting this Company was to correct mis-information they have sent about me in a "report".  The Company does everything they can to avoid assisting people who are calling or emailing for corrections in their "report".  ************ complies False information and disseminates it to 3rd parties; and refuses to correct their many mistakes.

  As of today; SafeRent has NOT complied and corrected the Mis-Information about me in their Report.  This is Proof that they are not interested in complying with Federal Laws.

  Thank you

  Business Response

  Date: 01/15/2025

  As per SafeRents electronic notes and call recordings, that cannot be altered by human intervention, the timeline and list of events is correct. After submitting a copy of the report to the consumer, which did not show any auto loans, SafeRent has not received any request(s) from the consumer as to what information on the report he feels is incorrect and would like to dispute. If Mr. ****** does have items that he wishes to dispute, we will be more than happy to process a dispute request with ********** on his behalf, upon receiving such request. 

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   SafeRent sent me an Email to look at the Report; and the report has multiple incorrect information, not only are they sending out incorrect information about people, but the info they have on me is over 15 years old, out-dated.  How can a Company that is supposed to be giving info on Tenants have incorrect and out-dated info??  

  This Company really shouldn't be in business.  I reject the response.

• Initial Complaint

  Date:10/18/2024

  Type:Billing 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.

  I am writing to file a formal complaint against SafeRent Solutions regarding their misrepresentation and handling of my ResidentScore, which has severely affected my housing options.Summary of the Issue:Despite having a commendable traditional credit score of 650, SafeRent Solutions provided a ResidentScore of 523. This significant discrepancy led to multiple rental application denials, directly impacting my ability to obtain housing and resulting in temporary homelessness.Concerns:1. Score Discrepancy: There is a troubling inconsistency between my traditional credit score and the ResidentScore. SafeRent Solutions has failed to clarify their scoring model, which lacks transparency and fairness.2. Adverse Impact on Housing: The inaccurate ResidentScore has caused substantial hardship, including rejections for several rental applications and resultant instability in housing.3. Lack of Response: My attempts to resolve these discrepancies directly with SafeRent Solutions have been met with unsatisfactory explanations and no corrective measures.Requested Actions:- Investigation and Transparency: I urge the BBB to investigate SafeRent Solutions' practices to ensure they adhere to fair reporting standards, and to demand transparency in their scoring methodologies.- Correction and Communication: I seek immediate rectification of my ResidentScore and assistance in communicating with landlords to ameliorate prior application decisions affected by inaccuracies with rental application refunds..- Policy Review: To prevent recurring issues, I request advocacy for SafeRent Solutions to adopt more transparent and equitable scoring models.Your intervention is essential in ensuring that SafeRent Solutions conducts fair and accurate reporting, protecting consumers' rights and opportunities.

  Business Response

  Date: 10/21/2024

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  10/21/2024
  
  Re: BBB Complaint ID ******** Nilatasha Clemons 
  
  Thank you for notifying us of the above-referenced complaint. We have had an opportunity to review the matter and provide this response.
  
  Please note that SafeRent Solutions, LLC (SRS) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  SRS provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, SRS acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ****. As such, SRS assembles credit information provided by one of the three national consumer reporting agencies (******** ********* and **********) and provides the information to its clients who have a permissible purpose pursuant to the FCRA. 
  
  SRSrecords indicate that:  
  
  
  On 9.30.24 SRS Client (FirstKey Homes- ********* B) requested a tenant screening report for Nilatasha *******. 
  
  On 10/2/2024 SRS received a call from *** ******* who shared her concerns about her application decisions and the discrepancies of the credit score versus (650 vs 523) the rental score. She mentioned legal threats as she feels that it is illegal and that she has been homeless for several years. She advised she has no evictions, collections and one credit card. She advised that anyone who used Transunion rental screening has denied her. The SRS phone agent advised that the rental score is not credit or fico score and is a mathematical analysis of information found in the consumer report like payment history. *** **************** not agree as the agent was attempting to explain. She continued to share that her soft inquiries should not be looked at and only a background check should be completed. The agent advised that it is also based on the properties criteria and SRS does not play a part in the decision.
  
  *** ******* asked for the criteria for the property. The agent advised *** does not have the specifics, but typically they ask for housing court data (judgments/evictions),credit information, and criminal background reports. The agent attempted to security verified *** ******** however, due to a fraud alert, an additional form of verification was required. *** ******* did not agree with the additional information, however on the same day she did send the requested information to verify her identity. Her Driver's License DOB did not match the DOB provided on the call or on the reports. The agent went over the reports and advised that the credit report shows accounts that are paid. *** ******* confirmed they were closed because of Fraud. She also advised that she will be getting the information removed from the credit after the agent shared the payment history and rental score information. The agent attempted to ask if there was anything else, but *** ******* said okay and then hung up. 
  
  On 10.9.24 SRS called and spoke to *** ******* who shared her concerns about the rental score and how it should match her FICO score. *** advised that it is not a FICO/credit score and attempted to better explain the factors. *** ******* advised that she was already provided with the information. *** shared the history of the credit report for which the history was recently opened less than a year ago. *** shared with *** ******* that there was not enough long-term payment history to determine her payment behavior. *** ******* did not agree with the feedback and believes having a separate rental score is illegal. *** advised that rental scores are a standard feature in most tenant screening companies. *** ******* asked for a refund and was directed to the property as SRS does not process applications fees or deposits. *** ******* shared that she no longer wanted to discuss the matter and ended the conversation.  
  

  The property sets their own level of SRS Score that fits into their properties acceptance criteria, and SRS does not make any decisions on rental applications.

  
  Sincerely,
  
  SafeRent Solutions, LLC

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because:  Rent Solutions (SRS) dated [Date]. Although your clarifications on the processes you employ as a specialty consumer reporting agency are noted, they fail to address the specific concerns and adverse effects of the ResidentScore inaccuracies thoroughly.
  
  Reasons for Rejection:
  
  1. Lack of Transparency and Clarity:
     The response does not adequately clarify how a ResidentScore, which significantly deviates from my traditional credit score, is computed. A ResidentScore of 523, contrasted with a 650 traditional credit score, suggests a lack of transparency and raises questions about the accuracy and criteria used in this evaluation process.
  
  2. Adverse Impact and Accountability:
     The response acknowledges my concerns as merely a part of the record-keeping exercise without addressing the substantive adverse impact on my housing applications and options. The explanation provided fails to accept accountability or indicate any corrective actions to rectify the erroneous score that has significantly contributed to housing instability.
  
  3. Incomplete Explanation of Factors:
     While you mention the elements used in the scoring model, such as payment history, the response does not satisfactorily explain how and why discrepancies arise, nor does it offer any possibility for further investigation or reconsideration based on any missing or incorrect data.
  
  4. Inadequate Customer Support:
     The broad and dismissive reference to my query call overlooks the failure of the *** representative to provide any meaningful assistance or resolution pathway. Suggesting reliance on the property-specific criteria does not address the incorrect portrayal of my financial credibility to multiple applicants.
  
  As a result, actions to rectify this situation remain incomplete. I strongly urge SafeRent Solutions to provide a detailed explanation, propose material investigation and offer transparent recalibration of my ResidentScore to align more accurately with my actual credit behavior.
  
  Your immediate attention to reviewing and rectifying the issues is crucial to resolving this matter favorably.
  
  Thank you for recognizing the seriousness of my concerns and for demonstrating corporate responsibility in your tenant evaluation processes.

  Business Response

  Date: 10/28/2024

  Ms. *******,

  Please see my responses below each of the concerns that you mentioned:    

  1. Lack of Transparency and Clarity:
     The response does not adequately clarify how a ResidentScore,which significantly deviates from my traditional credit score, is computed. A ResidentScore of 523, contrasted with a 650 traditional credit score, suggests a lack of transparency and raises questions about the accuracy and criteria used in this evaluation process.

  RESPONSE: Some properties request a FICO score or a Vantage Score from the credit bureau, and others request a Rental Score from their screening provider instead.  Many screening companies in the industry,(Including **********) do have their own proprietary tenant screening Rental Score.  ******** did not request a FICO score on your screening, they only requested an SRS Rental Score. Credit Scores and Rental Scores are different and are not meant to be the same. A Rental Score looks at factors differently than a credit score. The score concentrates more heavily on current payment history, current management of any debt load, current percentage of rent amount to income, and recent inquiries.  Each property sets their own criteria for acceptance. Because each one is different, some properties may accept a Rental Score of 494, while others might not.
  
  2. Adverse Impact and Accountability:
     The response acknowledges my concerns as merely a part of the record-keeping exercise without addressing the substantive adverse impact on my housing applications and options. The explanation provided fails to accept accountability or indicate any corrective actions to rectify the erroneous score that has significantly contributed to housing instability.

  RESPONSE: The Rental Score is calculated based on the information present in the credit report as mentioned above.  If any of the information in your report is inaccurate, we can place a dispute on your behalf with the credit bureau. If the dispute results materially change the report and /or score- the property will be sent an updated report. The FirstKey application from Sept 30th is the only screening report we have provide on you. So, I am not understanding the comment about multiple rental application denials due to SafeRent reports.  The other adverse action letter that you attached, from Invitation Homes, was not done through ***, as Invitation Homes uses ********** directly as their screening provider, as stated in that adverse action letter.
  
  3. Incomplete Explanation of Factors:
     While you mention the elements used in the scoring model, such as payment history, the response does not satisfactorily explain how and why discrepancies arise, nor does it offer any possibility for further investigation or reconsideration based on any missing or incorrect data. 

  RESPONSE:  As mentioned above, a Rental Score applies different logic, than a Credit Score.  They are different scores, are not designed the same, so the same score would not be provided, so I am not sure what discrepancies you are referring to.  A Rental Score places more emphasis on current payment history, current management of any debt load, current percentage of rent amount to income, and recent inquiries. In reviewing your file, the below items had an impact on your Rental Score:

  There is only one open account, with recent activity (within the last 6 months), to count towards your current payment history.
  There are no open revolving accounts, to show how debt is currently managed.
  The rent amount on the unit that you applied for is 62% of the income listed on your application.
  There have been 16 inquiries in the past 24 months.
  
  4. Inadequate Customer Support:
     The broad and dismissive reference to my query call overlooks the failure of the *** representative to provide any meaningful assistance or resolution pathway. Suggesting reliance on the property-specific criteria does not address the incorrect portrayal of my financial credibility to multiple applicants.

  RESPONSE: . In your recorded call with Compliance you stated that the information included in the credit report from Experian was correct, so there was nothing requested to dispute.  (The Rental Score itself cannot be disputed, only the items in the report that contribute to the Rental Score, can be disputed, and then any changes to those items would potentially change the rental score.)  I have listened to all of the recorded calls, and each agent did their best to provide meaningful assistance. If the property themselves has any other resolution options, SafeRent would not be aware of those.  Again, not sure what the multiple applications comment is referring to, as we have only provided the one screening report to FirstKey.

  Please feel free to reach out to me directly, if you have any additional concerns.

  Sincerely, 

  ******* Lindsey 

  (***************************************************************) 

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  Safe rent has collected invalid information and continues to deny me applications for home based a old credit and closed credit accounts. When I call to dispute they tell me they cannot help me that I have to speak with management and then they hang up.

  Business Response

  Date: 08/15/2024

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  8/15/2024
  
  Re: BBB Complaint ID ******** ***********************************
  
  Thank you for notifying us of the above-referenced complaint. We have had an opportunity to review the matter and provide this response.
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 6.16.23 SafeRent Solutions (***) client (Progress Residential-************) ordered a tenant screening report on **********************.
  On 6.21.23 an *** client (Progress Residential-************) ordered a tenant screening report on **********************.
  On 6.30.23 an *** client (Progress Residential-************) ordered a tenant screening report on **********************.
  On 7.7.23 an *** client (Progress Residential-************) ordered a tenant screening report on **********************.
  On 7.4.24 an *** Client (FirstKey Homes ************ C) ordered a tenant screening report on **********************.
  On 7.9.24 ********************** called *** on two occasions:
   On the first call, she shared that FirstKey Homes denied her application due to not meeting their minimum acceptance rental score. She requested for to *** dispute the incorrect income that could be affecting her rental score. *** directed ********************** to contact the property regarding application corrections (income) as *** does not handle the initial application process. *** verbally reviewed the requested reports and advised of a few factors that can affect the rental score. *** sent a report copy to Ms.********** email on file.
  On the second call, ********************** recapped her concerns regarding the incorrect income entered and advised she is aware of how rental scores function. ********************** said she preferred for her applications to be evaluated via a rental score vs a credit score due to her credit history is not the best. *** re-directed ********************** to the property for income corrections.
  On 7.30.24 an *** client (Tricon Residential ************ A) ordered a tenant screening report on **********************.
  On 7.31.24 ********************** phoned *** regarding her application denial at Tricon Residential due to credit. She also advised the address appearing on the application was incorrect. *** advised of the role *** plays in the application process and provided a few factors like payment behavior and charge offs that can affect the rental score. In verbally reviewing her reports *** advised the credit reports are received directly from the bureau, which was reporting charge-offs, past due balances, and delinquent payments that can reflect up to 7 years.
  On 8.2.24 *** received this BBB Complaint.
  
  On 8.5.24 *** made a phone attempt to reach **********************. A voice message was left advising her to contact *** regarding her complaint and provided *** Compliance hours of operation.
  On 8.6.24 ********************** phoned *** regarding her complaint. She expressed her concerns and reason for filing the BBB Complaint. *** advised a client complaint could be submitted regarding her experience with incorrect information entered on her application. ********************** advised she is aware of the role *** plays, how Rental and Credit scores work. *** verbally reviewed the requested reports by Tricon Residential and discussed several factors such as number and type of accounts, payment history of those accounts, collections, etc. affecting the *** Rental Score. *** advised credit disputes could be submitted on her behalf to the credit bureau, who would be investigating the credit disputes. **************** was advised that *** does not maintain her credit file and the bureaus do not allow *** to submit duplicate disputes. In re-reviewing ****************** credit report to initiate any disputes, she advised she would initiate the disputes herself with the bureaus.
  Shortly after, a recap email with a Dispute Request Form was sent to ****************. The email also shared that she could place a one-hundred-word Consumer Statement which provides her with an opportunity to explain any circumstances (COVID impact, financial, etc.) that may have had an impact on records or data appearing on her reports. Lastly, *** asked **************** if she would like the client complaint to be directed to one specific property or the three previous properties who ordered a tenant screening report.
  On 8.9.24 ********************** responded to *** email confirming she understood her credit history reflected charged-off closed accounts and school loans. She also advised she has sent in a Dispute Request Form.
  In researching our Compliance and Consumer Inbox *** had no Dispute Requests from **********************.
  *** responded to Ms. ********** confirming no Dispute Request had been received and *** would be happy to assist in submitting disputes on her behalf to the bureau over the phone or through a completed Dispute Request Form, if the accounts were not already under investigation. Lastly, *** attempted to confirm who ********************** wishes the client complaint to be sent to and shared to update any application information like income, she would need to contact the property directly.
  On 8.14.24 *** submitted a client complaint to share Ms. ********** concerns for Tricon Residential and FirstKey Homes, LLC.

  
                                      As of 8/15/24 *** has not received any further correspondence from **********************
  
  If ********************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com, or call **************. If ********************* would like to request a Consumer File Disclosure (CFD) that includes potential ****************** information and Address History (excluding bureau credit data and criminal information), she may contact *** Consumer Services at ************** and verify her identity. 
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair 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.

  I am needing to find a place to rent and I am having no luck because of this third party credit check called Safe Rent. Safe rent is now being used in the rental market by generating their own personal credit scores based on rental history and payment history. I believe this business is in violation of Fair housing laws and is discriminating against minorities; i.e. blacks. I assume the data read my student loans and medical bills, because theres no real length on my credit history. Apparently that the only thing it checks for, is payment history and credit length. How can you be at least 19 to rent an apartment, but this third party has to be used? That means everyone with be getting denied in the black community. I am a grad students with student loans on my credit. And this is keeping me from getting an apartment. I have toured 10 places and each place uses safe rent. Safe rent also has an active lawsuit against them regarding this matter. Safe Rent also decided to settle instead of going to court. This third party should not be used. There are so many complaints on this company thus far, I dont understand how they are still in business. Now I am getting evicted because I cant find a place to stay. Not only am I getting denied by this system, I am also being denied for over qualifying for an apartment. What does America has to to say about this?

  Business Response

  Date: 07/22/2024

  SafeRent Solutions, LLC 
  P.O Box 3890
  *****************
  
  7.22.24
  
  Re: BBB Complaint ******** Hope ***************** you for notifying us of the above-referenced complaint. We have had an opportunity to review the matter and provide this response.
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA). *** provides tenant screening reports to its clients who are typically property management companies,landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant. With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 7.17.24 *** received this BBB Complaint.
  In reviewing our system, as of 7.18.2024, *** has one tenant screening report ordered by an *** Client (************).
  On 7.18.24 *** phoned ************ about her BBB complaint. She confirmed the (10) applications mentioned in the complaint were actually conducted using other screening companies other than ***. *** advised of *** role in the application process and shared a couple factors used in the *** Rental Score. In reviewing reports *** advised ************ the application returned a flag due to a Landlord Collection of $585 reporting on her Experian report ordered. *** offered to review and dispute any inaccuracies, if any. ************ agreed she would contact *** if she had any further questions or needed to initiate disputes.
  
  On that same day *** sent ************ a recap email which included a Dispute Request form. Additionally, the email advised *** provides the requested tenant screening reports to its multi-family industry clients based solely on the applicants Name, Address, DOB, SSN, or ITIN. *** does not receive copies of IDs or any information on applicants during the application process with respect to: National Origin, Religion,Gender or Gender Identity, Familial Status, Race, Color or Disability.
  
  As of 7.22.24 *** has not received any further correspondence from ************.
  
  If ************ would like to request a copy of her Credit Report,she may place an order online from:
  annualcreditreport.com or call **************.
  
  If *** can be of any further assistance to ************, she may contact *** ******** Services at 1-888-333-
  2413.
  
  Sincerely,
  SafeRent Solutions, LLC

• Initial Complaint

  Date:05/19/2024

  Type:Order 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.

  In may 15 2024 ******************** went to apply for apartment lease because my actual lease is ending this may. The company name is MAA Optimist PARK and they denied my application I ask why and they cant send me any explication and also ask for requirements to apply in this company I didnt get any information .I feel discriminated and abused, my credit score is 670, 0 collections,0 Evictions for 20 years .My salary is $70000 per year (three times the price for the rent is $2100 )and I been working for 20 years same company.They send my rental ****** 390 and I ask why and they couldnt responded.I truly believe the law is the law. Note: MAA claims that they hired SafeRental Solutions LLC to do this job if you look on BBB their reputation is horrible and they were ***d in *************** of Massachusetts that the national tenant screening provider has been violating Fair Housing Act and related state law for years.I would like to proceed to *** them for Discrimination, abuse,false testimony on my integrity and reputation.I urge to the other consumers to speak up because I know Im not alone in this situation.

  Business Response

  Date: 05/30/2024

  SafeRent Solutions,LLC 
  P.O.Box 3890 
  *******,TX 75019 
  
  5/30/2024
  
  Re: BBB Complaint: ********- **************************
  
  Thank you for notifying us of the above-referenced complaint. We have had an opportunity to review the matter and provide this response.
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA). *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant. With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the FCRA.As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion)and provides the information to its clients who have a permissible purpose pursuant to the FCRA. 
  
  ***records indicate that:  
  
  On 3.5.23 *** client (*************************) ordered a tenant screening report on **************************.
  On 5.15.24 *** client (MAA Optimist Park) ordered a tenant screening report on **************************.
  On 5.15.24 ****************************** emailed consumer support regarding his denial, and an *** agent emailed back the instructions for receiving a copy of his report, placing a dispute, and how to contact consumer support.
  On 5.15.24 *** received a call ***************************. The *** phone agent asked the consumer to confirm their full name. ***** advised that his last name was changed when he became a citizen and now goes by ***************************, but the last name on the report that was ordered was *****. The agent reviewed the report with ***********************. The consumer stated that he had a credit score of 650, no late payments, and no evictions, and did not see any reason that his application should have been denied. The agent explained that *** does not make decisions on the applications, and that the property has their own criteria for acceptance or denial of applications. The agent shared that the property did not order a credit score, only a rental score, and went on to explain what types of information are factored into the score. ( Amount and status of accounts, negative tradelines, etc.) The agent also explained that while his report did not show any accounts currently past due, there was a paid charge off account on the credit file, which may have affected his rental score. *********************** indicated that the record is correct, but that he does not believe his application should have been denied for that reason. The agent suggested reaching out to the property to add a co-applicant on the application. *********************** indicated that he would apply at a different property.
  On 5.17.24 *********************** contacted consumer support again regarding his denial, and the *** agent indicated that a supervisor would call him back.
  On 5.17.24 The Director of Compliance emailed *********************** and provided direct contact information. Shortly thereafter *********************** contacted the Director of Compliance. ******** was notified that *** does not make decisions on applications, and that each property has their own criteria for acceptance or denials of applicants. The Director reviewed the reports in entirety with ***********************. The Director notified the consumer of the paid charge off account, appearing on his credit report, which may have affected his rental score. The Director verified the consumers email address and sent a copy of the report to him via email, along with instructions on how to file a dispute.
  On 5.17.24 *********************** emailed the Director that the property indicated to him that *** made the decision. The Director replied notifying the consumer that the adverse action letter sent to him states that *** plays no role in the decision and is unable to provide the reason for denial.
  On 5.20.24- *** received notification of this BBB Complaint.
  On 5.21.24- The Director emailed *********************** inquiring about having a co-applicant apply with him , to which the consumer never responded.
  As of 5.30.24 no further communication has been received from ***********************
  If we can be of any further assistance to ***********************, he may contact *** ******** Services at **************, or reach back out to the Director of Compliance.
  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC
  

• Initial Complaint

  Date:03/22/2024

  Type:Service or Repair 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.

  April 2024 I applied for an apartment at Avalon Lake. Per their policies, My credit score at the time was above the min. required score. However, they denied for my SafeRent score - this is where the problem lies. I started renting in 2018 - I've not been evicted, late, damaged property, caused neighborhood disturbances, nor had any late/disconnected utilities. I have a strong career history in HR/IT ****************** for 20yrs. I make a good livable wage above 3x the rent & do not have any criminal background history. The SR reps advised of several items impacting my Safe Rent score, from my credit report. > 1. 2 collections, one of which shows up twice, is reported improperly and was in active dispute at the time. 2. Zeroed out/closed student loans, showing as closed as they'd been refinanced, closing out one account, opening a new one. They were not not charge offs but reps mentioned they were. 3. The amount of student loans. I have 3 children, we all went to college, but all loans were/are in good standing. SafeRent mentions that they do not approve nor deny, which is understandable, however their scoring mechanisms to reach this safe rent score have caused rental barriers, by not accurately reflecting my rentability based on what i've mentioned above. I have filed issue with their compliance. The chief issue is that SafeRent score has made me less rentable than my scores from the Big 3 bureaus. SR took into consideration a *********** that is listed on my report twice in active dispute and a student loan, that if you know how they work clearly shows it was zeroed out and refinanced, not charged off. Plus loans in good standing that have caused no barriers to paying rent. Denial based on this score caused me to have to live in a place of suffering health issues from profuse smoking, frequent noise disturbances affecting sleep & work capabilities. I need to ensure this does not happen again, as I'll be moving soon.

  Business Response

  Date: 04/05/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  4.5.24
  
  Re: BBB Complaint ******** ***************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 3.22.22 a SafeRent Solutions (***) client (FirstKey Homes ************ A) ordered a tenant screening report on ******************.
  On 4.24.22 an *** client (MSR ************) ordered a tenant screening report on ******************.
  On 4.11.23 an *** client (***************) ordered a tenant screening report on ******************.
  On 4.11.23 ****************** phoned *** requesting to review her tenant screening report ordered by ****************. The phone agent explained the role *** plays in the screening process and reviewed the ****************** & Equifax reports ordered.
  On 4.12.23 a copy of ****************** tenant screening report was mailed via *****
  On 11.19.23 *** received an email from ****************** with questions regarding the *** Rental Score.
  On 11.20.23 ****************** phoned *** following up on her *** Rental Score email. The phone agent shared some factors (delinquent payments, collections, rent to income ratio, etc.) that are used in the mathematical analysis of the score. The ****************** reflected no potential judgement or evictions and advised of the potential credit factors that affected her *** score appearing in her credit report (Charge-Off accounts, past due, delinquent payments).
  On 3.22.24 ****************** sent several emails to *** with questions about the *** Rental Score and Manual Authentication Form. *** responded to her initial email explaining the role *** plays in the screening process and that the properties set their own minimal acceptance criteria. The email also contained the document *** Rental Scoring & Your Rental Application which provided further information regarding factors used in the score.  Shortly after, she contacted *** regarding the concerns expressed in her email. The reports were reviewed, and she was provided with the potential credit factors and application data. The phone agent shared the different factors like collections, charge off, high debt load, etc. that can affect the *** rental score. ****************** expressed that she wanted more details and was transferred to an escalation agent.
  
  The escalation agent advised the information being reviewed was from April 11th, 2023, meaning *** would not have access to any updates unless a recent screening was ordered. The requested reports were reviewed, and the factors were shared. ****************** acknowledged the information in her credit report and that she had no negative rental history. The escalation agent offered to file disputes for inaccuracies.****************** declined, and she requested to further escalate her concern and was informed it would be escalated to the **********************   
  
  The *** Compliance Coordinator phoned ****************** regarding her concerns the same day.  She was advised that the collections, past dues, charge-offs, delinquent payments, and high debt load were potential factors affecting the *** Rental Score. The Compliance Coordinator advised they do not maintain her credit file and are unable to modify the report but could initiate disputes on her behalf for any missing/inaccurate information. Additionally, *** could add a consumer statement to her *** file. The consumer statement would provide the propertys additional information she would like to share for any future screenings during the evaluation of her application. She declined to initiate any disputes or add a consumer statement.****************** requested more in-depth details regarding the *** Rental Score analysis. The Compliance Coordinator advised they would follow up by email with the information regarding the *** Rental Score we share.   
  
  The Compliance Coordinator emailed ****************** a recap email as discussed providing her with a copy of the *** Rental Scoring & Your Rental Application. The email also advised that *** is a reseller of the 3 National Credit Bureaus and does not maintain her credit file. If any inaccuracies were found, *** could submit disputes on her behalf if not already initiated with the credit bureau directly. Lastly, the email advised she could respond to the email with her consumer statement if she decided to add one to her *** consumer file.  
  
  On 3.25.24 The *** Compliance Coordinator phoned ****************** attempting to confirm she received the recap email sent on 3.22.24.
  On 3.25.24 *** received this BBB complaint.
  On 3.25.24 *** Compliance Coordinator emailed ******************, to ask if she had received the previous email on Friday March 22nd, that contained the reports she requested, and also notified her that *** would be happy to submit disputes on her behalf and attached a copy of the Dispute Request Form.
  On 3.26.24 ****************** responded by email advising that she would respond after her workday.
  ON 4.2.24, after not having received any additional responses from ******************, the Director of Compliance sent her an email, providing her contact information and asked if *** could be of any further assistance.
  On 4.2.24 ****************** responded by email and stated that she would review all of **** responses, and would respond no later than Friday 4.5.24.
  On 4.3.24 ****************** phoned the Director of Compliance. The reports were reviewed, and ****************** was supplied with information regarding the items in her credit file that affected her tenant screening report. She inquired about written documentation that explains the score, other than the Scoring Sheet that had already been provided.
  On 4.3.24 ****************** sent a follow up email, inquiring about reports she had previously requested, and requesting written information regarding the calculations of the tenant screening score.
  On 4.5.24 The Director of Compliance responded to ****************** by secure email, with copies of the requested reports, that were previously emailed to her on 3.22.24. An explanation was also provided to ****************** that the proprietary score calculations could not be release due to company policies regarding sharing of proprietary information. An offer was made to review the reports with her again, and she was advised that the tenant screening score that she received, could be within acceptance range at other rental propertys based on their criteria.
  
  If ****************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************. If ***************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as potential criminal or eviction information (excluding bureau credit data), she ****************** may contact *** ******** Services at ************** and verify her identity.  
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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.

  This business offered me a low, "conditional" acceptance response to an apartment rental that I co-signed on for my daughter. She is a college student and has no credit. My credit score is an 808, I have zero debt and cash and assets that total close to 3.7 million dollars. Because if this score, I am to pay the first months rent with a deposit that equals the first month. When I called to dispute this with Safe Rent the customer service rep was clueless and could not explain why my score with Safe Rent was rated so low. She had no answers and zero solutions. I followed up with the apartment complex who said they have no hand in the process and to defer back to Safe Rent. I believe these are fraudulent practices to generate revenue. I intend to follow up with legal action. Once reading these reviews, it strengthened my decision to go forward. This is unacceptable!

  Business Response

  Date: 02/10/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.10.24
  
  Re: BBB Complaint ******** *********************************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 1.10.24 a SafeRent Solutions (***) client (***************) ordered a screening report on **********************.
  On 1.18.24 an *** client (***************) ordered a screening report on **********************.
  On 2.7.24 *** received a call from ********************** with questions regarding her *** Rental Score. Her reports were reviewed and some factors regarding the *** rental score were provided by the phone agent.
  On 2.8.24 *** received this BBB complaint with questions regarding the *** Rental Score.
  On 2.8.24 The *** Director of Compliance attempted to reach ********************** by phone regarding her BBB complaint, a voice message was left. The Director of Compliance sent ********************** an email advising her to callback at her earliest convenience to discuss the *** tenant screening score, as well as the propertys requirements that affected the score.
  On 2.9.24 ********************** returned a call to the *** Director of Compliance.  The director explained that Ms. ********** application was run together with the applicant she was co-signing for, and that the score provided was a tenant screening score, not a credit score. She further explained that the score provided would be a combination of both applications, and covered the different items that can affect the score. ********************** was advised that the other applicant would need to contact *** separately to review their own report. She stated she understood the explanation, and was thankful for the call.
  
  
  
  If ********************** would like to request a copy of her Credit Report, she may place an order online from: annualcreditreport.com,or call **************.
  If ********************** would like to request a ******** File Disclosure (CFD) to obtain a copy of records that *** has in its file regarding them, such as criminal or eviction information (excluding bureau credit data), ********************** may contact *** ******** Services at ************** and verify her identity.
  
  
  Sincerely,
  
  SafeRent Solutions, LLC

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service 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.

  This company denied my application saying my credit score was 485 which is a complete lie. I don't know where they get their information because even when I get soft inquiries I am alerted. I do not owe any landlord and have excellent rental history. I make enough for the rent and there was no valid reason I should have been denied. After my denial I looked up this company and saw that they have several complaints for the same things. I will be contacting my lawyer and getting to the bottom of this companies illegal practices.

  Business Response

  Date: 02/16/2024

  SafeRent Solutions,LLC 
  ***************************************************************************;
  
  2.16.24
  
  Re: BBB Complaint ******** *****************
  
  Thank you for notifying us of the above-referenced complaint.  We have had an opportunity to review the matter and provide this response.   
  
  Please note that SafeRent Solutions, LLC (***) is a specialty consumer reporting agency 603(f) as defined by the Fair Credit Reporting Act (FCRA).  *** provides tenant screening reports to its clients who are typically property management companies, landlords, and apartment complexes in the multi-family housing industry to support their evaluation of housing eligibility of an applicant.  With respect to credit information, *** acts as a reseller of consumer reporting information as defined by section 15 U.S.C. 1681a(u) of the ***** As such, *** assembles credit information provided by one of the three national consumer reporting agencies (Equifax, Experian, and TransUnion) and provides the information to its clients who have a permissible purpose pursuant to the ***** 
  
  ***records indicate that:  
  
  On 1.30.23 a SafeRent Solutions (***) client (**********************) ordered a screening report on ************. 
  On 2.6.24 an *** client (FirstKey Homes ******* C) ordered a screening report on ************. 
  On 2.8.24 *** received this BBB complaint. Aside from this BBB complaint, *** had not received any correspondence via phone, mail, fax, or email from ************. 
  On 2.9.24 *** phoned ************ regarding her BBB complaint and reviewed her reports with her over the phone. She was provided with some factors that impact the *** rental score (LT ***** rent to income ratio, Credit - Collections, payment history, etc.). ************ advised she understood the analysis of the *** rental score but still questioned the score she received. *** advised her credit report contained collections, late payments, and charge-off accounts that could have impacted her score. She advised she had great rental history, *** advised that the ****************** report did not reflect any evictions or judgements. A copy of her tenant screening report was sent to her via secure e-mail along with a document titled Your Rental & Your Rental Application which discussed details regarding the *** rental score. 
  
  As of 2.16.24 *** has not received any additional communication from ************. 
  
  If ************ would like to request a copy of her Credit Report from the bureaus, she may place an order online from: annualcreditreport.com,or call **************.
  If ************ would like to initiate a dispute for any items contained in the *** report sent to her, which only contained credit report data, she may contact *** ******** Services at **************, and we would be happy to submit disputes to the bureau on her behalf.  
  
  Sincerely,
  SafeRent Solutions, LLC