Complaints

This profile includes complaints for ApproveShield, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ApproveShield, LLC

  3400 N Central Expy Ste 250 Richardson, TX 75080-0039

• 

  ApproveShield, LLC

  PO Box 740563 Dallas, TX 75374-0563

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:03/17/2025

  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.

  A rental community I was applying at uses ApproveShield for tenant verification. The entire process is extremely invasive from a privacy perspective, and their website defaults to requesting to access your bank accounts, employer HR software, etc, directly using third-party services. You can choose to manually upload statements (which is what I did), with the caveat that each document may take up to 1 day to review - which is absurd. That, or you can pay $99 to expedite the process.Not only that, but they have all sorts of identifying information such as name, address, SSN, background checks, etc. They reach out to your employers without disclosing to you.I just received an email from ApproveShield this morning, stating that my application was denied for ****************** validation". I meet all of the criteria for renting based on the document that was provided to me. This seems to be a process gap with ApproveShield. I have provided bank statements from my bank accounts and pay stubs that clearly show I meet the criteria.I have been extremely responsive with ApproveShield through the whole process, but I have never gotten a response from them in the same day.ApproveShield sent me a text on Friday at 1:16 PM stating that they need to have a 3-way phone call between myself, an agent from ApproveShield, and a representative from each of my two bank accounts.I replied immediately, and asked if statements displaying the direct deposits to both accounts would suffice. These deposits align with what is displayed on my pay stubs. I stated that I do not feel comfortable having a 3-way call with an agent from ApproveShield, as private information such as security questions, etc, would have to be disclosed on the call. I stated that I would be happy to provide statements that can be verified by the bank as necessary that would display the information they are looking for.ApproveShield did not respond to any of my texts, and denied the application this morning.

  Business Response

  Date: 03/18/2025

  Dear Mr. **************** you for sharing your experience with us, and I sincerely apologize for the frustration this has caused. I completely understand your concerns regarding the privacy of your personal information, and I want to assure you that all data is handled with the highest level of security to protect your privacy.

  Please know that the process you encountered is designed to align with all local, state, and federal regulations, including the Fair Housing Act, to ensure fairness and consistency for all applicants. We strive to maintain a secure and compliant process for verifying tenant information.

  I also apologize for the lack of response to your text messages. This should have been addressed promptly, and I truly regret the delay. Regarding the 3-way call, the reason it was requested is that our system was unable to verify the ownership of the bank accounts, and this call would have been a way to ensure that verification was completed securely. We understand that this may have felt invasive, but I assure you that it would have been conducted with the utmost care for your privacy and security.

  To move forward, I have submitted a dispute on your behalf. Please feel free to send any supporting documents to ************************************ and we will review them as quickly as possible.

  Once again, I apologize for the inconvenience this has caused, and I appreciate your understanding as we work to resolve this matter.

  Sincerely,
  ***** ******
  Manager, Customer Support
  ****************** 

• Initial Complaint

  Date:03/13/2025

  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 approvedshield has provided incorrect and false information about my rental history. Approvedshield are providing random incorrect information that has no affiliation with me. I am mad because its holding me up getting approved for a place to live.

  Business Response

  Date: 03/14/2025

  Dear ***** ******,
  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for any inconvenience this situation has caused you, especially as it pertains to securing a place to live. We understand how important it is to have accurate information, and we truly regret that this issue has affected your housing application process.

  At ApproveShield, our goal is to provide completely accurate information on every screening, every time. We take any potential discrepancies seriously and want to ensure that any inaccurate information is addressed promptly.

  As you feel that incorrect information has been reported, I will be forwarding your case to our Disputes Team for further review. If you have any supporting documentation that can help us investigate this issue, please feel free to send it to us at *************************************************************.

  Again, we apologize for any frustration this may have caused, and we are committed to resolving this matter as swiftly as possible. Please don't hesitate to reach out if you have any further questions or need assistance.

  Best regards,
  ***** ******
  ******************************start="1182" data-end="1185"> ApproveShield

• Initial Complaint

  Date:03/10/2025

  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.

  **** a employee at Approve Shield submitted my application after telling me that I had until 11:59 the next day to submit all my paperwork he hung up in my face and was very discriminatory and rude. I also have recording of his supervisor explaining that if he did this their jobs will be under fire due to this situation i wasnt approve for an apartment and now homeless please can someone please help me with this.

  Customer Answer

  Date: 03/10/2025

  I have recording of **** supervisor explaining to him that she was to run the tapes back and he told me that I have until 11:59 the next day and hung up in my face that his job would be under fire .

  
  

  Business Response

  Date: 03/11/2025

  Dear ****** ******,
  We sincerely apologize for the experience you had with our employee, ****. We take your concerns very seriously, and we are committed to ensuring a better customer service experience for all of our clients. We will be reviewing all calls related to your case to address the situation appropriately and to prevent future occurrences.

  In the meantime, we have submitted a dispute for your file and strongly encourage you to send any supporting documentation to ************************************ Our team will review the information and work to resolve this matter as quickly as possible.

  We understand the gravity of this situation and are truly sorry for the impact this has had on your housing situation. Please feel free to reach out if you have any further questions or concerns.

  Thank you for your patience and understanding.

  Sincerely, 
  

  ***** ******
  Manager, Customer Service
  ******************

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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 applied to to a rental property and *** had my analysist ignore me wont return emails or calls its the 5th day of my application and my analysist claims I have debt from another property which I dont have any debt there nor have I ever had a lease there I just wish somebody would help me move my application along this isnt helpful to anyone had he done any real research he would have found out that information i thought that this company was supposed to help and communicate.

  Business Response

  Date: 03/06/2025

  Dear ******,

  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration and inconvenience you have experienced during the application process.

  While we strive to complete all applications within five business days, some mitigating factors can cause delays in this timeline. Please be assured that we are actively working on your application and conducting thorough research to ensure accuracy and fairness.

  To expedite the resolution of your case, we have forwarded your application to our escalation team. They are dedicated to resolving this issue in a timely manner.

  Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us directly.

  Sincerely,

  ***** ******
  Manager, Customer Care
  ******************

• Initial Complaint

  Date:03/03/2025

  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.

  I applied for an apartment at *************** and paid the required application fee, only to be denied without any valid explanation. I have an excellent credit score of 850 and a spotless background, so the denial made no sense. The entire process felt like a scam, as they took my money and then harassed me by demanding a three-way call with my bank. This felt extremely suspicious, as I started to wonder if they were attempting to capture my voice for unauthorized access to my accounts.They never even contacted my employer for verification and seemed upset that I blacked out sensitive information on my bank statements which only increased my concern that they were trying to steal my identity. Despite providing every document they requested, I was still denied.Its clear this company is making the application process unnecessarily difficult while profiting off fees from highly qualified applicants. This feels like a predatory practice, and I am formally requesting a full refund of my application fee.

  Business Response

  Date: 03/04/2025

  Dear Ms. ******************** you for sharing your concerns. We understand your frustration and appreciate the opportunity to address them.

  First and foremost, we want to acknowledge that your credit score and background are exemplary. However, the reason for the denial of your application stems from the misdemeanor charges associated with your guarantee, ****** *****. Specifically, these charges include:
  Misdemeanor: Loitering or Prowling (06/2024)
  Misdemeanor: Acquiring license plate for the purpose of concealing identification of a motor vehicle (06/2024)
  Misdemeanor: Theft by receiving stolen property (06/2024)
  

  Unfortunately, these charges do not meet Allora Eastland's qualifying criteria for applicants.
  

  We regret that you felt the process was a scam. It's important to note that ApproveShield does not handle the financial transactions related to application fees; these are processed directly by the property management.
  

  Additionally, any information requested from you was solely for the purpose of verification. We take the privacy and security of applicants' data very seriously, and we do not use this information for any other purpose.
  

  We understand your concerns regarding the verification process and assure you that it was not an attempt to capture your voice for unauthorized access. The request for a three-way call with your bank was a standard procedure to confirm the authenticity of the documents provided.

  I have taken the liberty of submitting a dispute on your behalf and will have someone from our disputes team reach out to you within the next few days.

  We hope this clarifies the situation. We sincerely apologize for any inconvenience you experienced during the application process.
  

  Thank you for your understanding.

  Sincerely,

  ***** ******
  Customer Care Manager
  ******************

  Customer Answer

  Date: 03/04/2025

  I am rejecting this response because:   None of those charges have resulted in a conviction. He is actively fighting them in court. So, is he considered guilty before he's even had a fair trial?  Dealing with your company has been a headache from the start and feel we have been unfairly targeted.

  Business Response

  Date: 03/05/2025

  Dear Ms. ***************** understand your concerns regarding the charges and their current status. However, according to the propertys criteria, any pending charges result in a decline. ApproveShield must adhere to the screening guidelines set by the property.

  Our role is solely to screen applications based on the property's criteria. While we acknowledge your frustration, these guidelines are in place to ensure consistency and fairness in the screening process for all applicants.

  As previously mentioned, a dispute has been submitted on the sub-applicant's behalf. Any supporting documents that contradict the information presented in the screening can be sent to ************************************ We will review all provided documents carefully.

  We hope this clarifies the situation, and we appreciate your understanding.

  Thanks,

  ***** ******
  Manager, Customer Care
  ******************

  Customer Answer

  Date: 03/05/2025

  I am rejecting this response because:   What is the company's propertys criteria?  Is it in writing?  This is not what I was told.  

• Initial Complaint

  Date:01/30/2025

  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 applied to the apartments story riverside and their credit score requirement is only 550 which I know I have but approval shield sent me an email saying my application has been declined due to credit and rental history. Which I dont have any rental history and I met the credit requirements so I dont understand why it was declined in the same day I submitted everything.

  Business Response

  Date: 01/31/2025

  Thank you for reaching out and sharing your experience regarding your application with Story Riverside Apartments. We understand how important it is to get clarity on this matter, and we are here to assist you.
  

  After reviewing your application, we found that the credit score we pulled for you was under 550, which is the minimum required by the property. To ensure we have the most accurate information, I have submitted a dispute on your behalf. Please email any supporting documents that show a higher credit score to *************************************************************.
  

  Additionally, while you have no rental debt, your co-applicant, ********* *******, has the following outstanding balances:
  $8,557 rental collection from ******* Lakes Apartments
  $2,977 rental collection from MAA Dexter Lake Apartments

  These outstanding balances may have also contributed to the decline in your application.

   If you have any supporting documents or further questions, please do not hesitate to reach out to us at *************************************************************.

  We appreciate your understanding and look forward to resolving this matter promptly.

  Thanks!

  ***** ******
  Manager, Customer Care
  ******************

  Business Response

  Date: 01/31/2025

  Thank you for reaching out and sharing your experience regarding your application with Story Riverside Apartments. We understand how important it is to get clarity on this matter, and we are here to assist you.
  

  After reviewing your application, we found that the credit score we pulled for you was under 550, which is the minimum required by the property. To ensure we have the most accurate information, I have submitted a dispute on your behalf. Please email any supporting documents that show a higher credit score to *************************************************************.
  

  Additionally, while you have no rental debt, your co-applicant, ********* *******, has the following outstanding balances:
  $8,557 rental collection from ******* Lakes Apartments
  $2,977 rental collection from MAA Dexter Lake Apartments

  These outstanding balances may have also contributed to the decline in your application.

   If you have any supporting documents or further questions, please do not hesitate to reach out to us at *************************************************************.

  We appreciate your understanding and look forward to resolving this matter promptly.

  Thanks!

  ***** ******
  Manager, Customer Care
  ******************

  Customer Answer

  Date: 02/04/2025

  I applied for an apartment but one of the reasons I got denied was because they said my credit score was below a 550 but when I check my score its above a 550 and I asked them what was my credit score and they never responded back.

  
  

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because: 

  I applied for an apartment but one of the reasons I got denied was because they said my credit score was below a 550 but when I check my score its above a 550 and I asked them what was my credit score and they never responded back.

   

  Business Response

  Date: 02/04/2025

  Dear Ms. ***************** appreciate your patience regarding this matter. The credit report we pulled was a FICO 9, which presented your credit below the required 550 by the property's criteria. While this is one part of the reason for the denial, your co-applicant's rental collections, specifically $8,557 from ******* Lakes Apartments and $2,977 from **************************, were also outside of the criteria required by Story Riverside.

  Additionally, I have emailed a copy of the File Disclosure Request Form to the email address we have on file. A dispute has been opened on your behalf as of January 31st. Any supporting documents can be sent to *************************************************************.

  Best regards,

  ***** ******
  Manager, Customer Care
  ******************

• Initial Complaint

  Date:01/29/2025

  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.

  I recently applied for an apartment who utilize approve shield for third party screening. They denied my application on January 17th, 2025. However, since then *** requested a copy of my consumer report used for screening and they wont provide it. I spoke with a representative who advised I would need to fill out a file disclosure request package, and send it via mail, which was completed and sent with tracking number and theyve received and signed for it. None of their agents in customer service nor disputes team have been able to provide the documentation Ive requested. I WOULD LIKE A COPY OF MY CONSUMER REPORT USED FOR SCREENING, or I will be taking legal action against them for obtaining my credit report and not being about to provide a copy of my report used. This company is also extremely invasive, they use your bank account information to verify income. Im

  Business Response

  Date: 01/29/2025

  Thank you for bringing your concerns to our attention. We understand how important it is for you to obtain a copy of your consumer report used in the screening process.

  We have received your File Disclosure Request Package on January 24, 2025, and your request is currently in progress. Please be assured that we are committed to processing all file disclosures within 30 days, though we typically aim to complete them within 10 days. Given that your request is still being processed, you should receive your consumer report soon.

  We apologize for any inconvenience this delay may have caused and appreciate your patience. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service or disputes team.

  Thank you for your understanding.
  
  Best Regards,

  ***** ******
  Manager, Customer Service
  ******************

• Initial Complaint

  Date:01/13/2025

  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.

  Applied at The *********************. I have almost a 800 credit score, never had an eviction, sold my home, bank accounts reflect the home sale Ive worked for ***************** for 10 years and I collect retirement. My bank accounts reflect that I make 3x the rent with my *********************** combinedbut I was denied due to income. Smh how can I get approved for a 300k home loan but get denied for an apartment thats $2300 a month? This company is scamming people out of money. Heart breaking to spend $500 to apply just to have to start over again and waste money.

  Business Response

  Date: 01/14/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating this experience has been for you, and we genuinely appreciate the opportunity to address the matter.

  We regret to inform you that your application was denied due to our inability to independently verify the offer letter provided. Additionally, no retirement documents were submitted with your application, which prevented us from considering your retirement income as part of your overall income. This, unfortunately, impacted your application outcome. I have submitted a dispute on your behalf. If you would like your retirement earnings considered with your application, please feel free to submit any supporting documents to *************************************************************.

  Regarding your savings, The ***** requires a savings balance of $28,332 for the apartment you were applying for. The bank accounts you provided were well short of that required balance. We would have been happy to qualify you had the savings requirement been met.

  We understand the inconvenience this has caused and regret any distress this may have led to. If you have any further questions or need additional assistance, please feel free to reach out to us directly. We are committed to ensuring transparency and addressing any concerns you may have.

  Thank you for your understanding.

  Sincerely,
  ***** ******
  Manager, Customer Service
  ******************

  Customer Answer

  Date: 01/14/2025

  My retirement was included in the application. Had yall taken the time to check my statements I provided my retirement is directly deposited into my checking account. I never gave anpproveshield access to my savings account so how would you know what was in my savings? Had the savings been included in the overall it wouldve reflected that I have that amount plus MORE saved. 

  Customer Answer

  Date: 01/21/2025

  I am rejecting this response because:   

  My retirement was included in the application. Had yall taken the time to check my statements I provided my retirement is directly deposited into my checking account. I never gave anpproveshield access to my savings account so how would you know what was in my savings? Had the savings been included in the overall it wouldve reflected that I have that amount plus MORE saved. 

  Business Response

  Date: 01/22/2025

  Thank you for your feedback and for providing additional information about your retirement income. We understand that you included your retirement income in your application and that it is directly deposited into your checking account.

  While we appreciate the clarity youve provided, we did not receive any supporting documents that specifically show your retirement income, such as award letters, paystubs, or other relevant documentation. These documents are necessary for us to verify and include your retirement income in the overall assessment accurately.

  We have submitted a dispute on your behalf and encourage you to provide any supporting documents to assist in resolving this matter. Please feel free to email the necessary documents to *********************************** at your earliest convenience.

  Thank you for your cooperation and understanding.

  Best regards,
  ***** ******
  Manager, Customer Service   
  ******************

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 encountered significant issues while using this website to verify my income. The site triggered alerts across our entire IT department, leading to my work ID being locked and flagged. As a result, both my manager and I spent an entire day trying to resolve the issue and regain access. I find the website's approach to verification invasive and problematic, as it caused unnecessary disruptions to our workflow.

• Initial Complaint

  Date:12/30/2024

  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.

  I applied for an apartment at ************* and they do their third party process through Approve Shield. A day after submitting the requested information, I received a generic email that my application was denied because of insufficient bank validation and didnt provide requested information. Extremely weird because I connected my account and never received a request for more information. Upon calling today, I was taken back by the reason for the denial. Unable to verify my offer letter. The woman told me that they didnt actually try to call the company or even find the website. She just saw that the email domain was a godaddy site and the office was a virtual office. I was completely mind blown. I start my job today for a small to medium sized PLUMBLING & ************* The previous name was ****************** and they are now Capitol ******************* This could have been seen through actual research, looking through the business database for ********( which I actually did), or CALLING the company. They have a huge Instagram presence and I have done work for them in the past. This woman got on the phone and essentially told me my offer letter was questionable and the company doesnt exist. I guess if you dont have a huge corporation, you dont exist. I reached out to the owner this morning and he said he never received a call or an email. Approve shield never asked me about that either. Their website is ******************************. Emails are gnelson@capitolmech or ******************************** They have 3 different phone numbers as well. I would like my offer letter to actually be verified and for my application to be approved ****.

  Business Response

  Date: 01/06/2025

  We sincerely apologize for the inconvenience you experienced during your application process with ApproveShield. We understand how frustrating this situation must be for you.

  Our records indicate that the offer letter uploaded did not meet the standards set by the property's criteria. We use various methods to determine the veracity of all offer letters and were unable to verify yours through these methods. Additionally, no bank account information was loaded into our system, which also fails to meet the property's criteria.

  We understand that you have provided information about your new employment and company. We have also received a dispute on this file. Our dispute team will review the information provided and respond to you in a timely fashion.

  We deeply regret any distress or inconvenience caused by this situation. Please rest assured that we are committed to resolving your concerns and ensuring a fair and transparent application process.

  If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team. We appreciate your patience and look forward to resolving this matter to your satisfaction.

  Thanks!
  ***** ******
  Manager, Customer Service