Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company reported inaccurate and unverified information on my credit report. I applied to an apartment community on 10/11/24. An unknown civil case was reported causing my application to come back unqualified.The report from rentgrow contains no information on the claimed civil case. The case doesnt even exist in any public record of Florida courts so I dont know where it came from. The apartment community closed down in 2020 so I cant even contact them to prove this wrong. I do not owe any apartment community past or present. I have never been evicted. I have submitted a dispute with the company, but Ive been told that it could take up to 20 days to process. This will cause me to lose $325 in application fees and the apartment that I applied for. I have less than 20 days to move and this inaccuracy has caused immense stress. I requesy that rent grow remove this information from my report immediately and contact the apartment property to let them know that the information is in accurate. Rentgrow has many past lawsuits and a pending class action lawsuit for reporting inaccurate information on tenant screenings. If this is not corrected in 3 days I will be homeless in the next 20 days. Rentgrow needs to make this right immediately.

  Customer response

  10/22/2024

  Better Business Bureau:
  
  The company resolved my complaint by removing the information. I have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  10/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My lease was up on September 30, 2024 and I had to move out by that date. I am on the verge of being evicted. I have applied to 5 different apartment complexes and have paid application fees for all 5. Rentgrow is providing fraudulent information about me and my credit. My credit report shows 1 charge off but rentgrow is reporting that I have a high number of charge offs which is not accurate. My credit report also shows 2 recent past due accounts. ********************** is reporting that I have a high number of late payments which is not accurate. Rentgrow is also reporting a civil case that was filed in error and dismissed. I am about to be living on the street because rentgrow is reporting inaccurate information. I have reached out to them, but they refuse to correct their information.

  

  Business response

  10/10/2024

  Thank you for the opportunity to respond to your concerns. We understand that a member of RentGrow’s Consumer Relations team has contacted you directly to provide details on how to request a copy of your report and initiate a dispute. Please note that RentGrow is not a government agency nor are we a credit bureau. The information RentGrow receives about rental applicants come from third party consumer reporting agencies, including one or more of the three major credit bureaus, and other sources of public records information. RentGrow itself does not manage or rent any property, set applicant eligibility requirements, or make rental decisions. In addiiton, RentGrow does not charge any application, screening, record retrieval fees, or any other fees to applicants. If you have questions about any fees you paid to the property where you applied, please contact the property directly. If you still have questions you can call us at (800) 898-1351 between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday. You can also visit www.rentgrow.com anytime for other helpful and important information.

  

  Business response

  10/10/2024

  Thank you for the opportunity to respond to your concerns. We understand that a member of RentGrow’s Consumer Relations team has contacted you directly to provide details on how to request a copy of your report and initiate a dispute. Please note that RentGrow is not a government agency nor are we a credit bureau. The information RentGrow receives about rental applicants come from third party consumer reporting agencies, including one or more of the three major credit bureaus, and other sources of public records information. RentGrow itself does not manage or rent any property, set applicant eligibility requirements, or make rental decisions. In addiiton, RentGrow does not charge any application, screening, record retrieval fees, or any other fees to applicants. If you have questions about any fees you paid to the property where you applied, please contact the property directly. If you still have questions you can call us at (800) 898-1351 between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday. You can also visit www.rentgrow.com anytime for other helpful and important information.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company a 50$ application fee and a 100$ admin fee, which was never explained what this was for. They called and told me my application was denied and refused to return my admin fee of 100$, which was not mentioned to be non refundable, only the 50$ application was told was non refundable. They refused to refund and no explanation as to where my funds went. I would like refunded my 100$ admin fee due to no lease was even being completed.

  

  Business response

  10/04/2024

  Thank you for the opportunity to respond to this complaint. We understand that a member from our Consumer Relations team contacted you directly and were able to discuss fees paid to the property. Please note that RentGrow does not charge any application, screening, record retrieval fees, or any other fees to applicants. RentGrow provides information about rental applicants that property owners and managers (RentGrow’s customers) can use to help make decisions about rental applicants. RentGrow itself does not rent properties, does not set applicant qualification criteria, and does not make any rental decisions. If you have questions about any fees you paid to the property where you applied, please contact the property directly. If you have any other questions, please call us at (800) 898-1351 between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday, for helpful and important information, including how to quickly initiate a dispute. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ran a background check using my credit on 9/30 and reported incorrect information to requestor.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  RentGrow was used by my current apartment complex to pull credit information. All information was inaccurate and proof was sent over on 7/29/2024 via email dispute since their online dispute request wasn't working. No response. I have just submitted the same dispute today. 9/30/2024 via electronically and it's now working. They had an inaccurate credit score based on the report they sent, Rentgrow showed significantly lower than it was. Proof is attached. They said I didn't have enough real estate. I don't own any, I have rented. This doesn't even make sense. I only had a few inquiries and one was theirs that was inaccurate. Also said I had delinquencies which I never have. This company needs to fix this and be held accountable for their actions. They are violating **** regulations.

  

  Business response

  10/02/2024

  Thank you for the opportunity to respond to this complaint. RentGrows Consumer Relations team has reached out to you directly to help explain your screening report including your Vantage Score risk score (which is not the same as a FICO credit score). They have left a message on how to return their call to discuss further if needed.  RentGrows website (******************************) is operating normally, and consumers can click a button to both request a copy of their screening report and, if needed, initiate a dispute. Please understand, however, that RentGrow is not a government agency nor are we a credit bureau. The information RentGrow receives about rental applicants come from third party consumer reporting agencies.  If you have any other questions, please call us at ************** between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday, and you can always visit ****************************** anytime for other helpful and important information. 

  Customer response

  10/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have previously submitted 2 disputes with them concerning 4 different areas and they only focus on one and don't make any corrections. I have provided proof from the credit bureau but that is not good enough for them when its from the credit bureau they contacted (Experian).
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Bryce

   

   

  

  Business response

  10/11/2024

  Thank you for sharing your concerns with us once again. We understand that you were able to get in contact with the Consumer Relations team directly to help explain your screening report including your Vantage Score risk score (which is not the same as a FICO credit score). As discussed, RentGrow obtains credit history information from one or more of the three major credit bureaus, and only provides tenant screening reports to property owners and managers about applicants to those properties. RentGrow is not a government agency nor are we a credit bureau. The information RentGrow receives about rental applicants come from third party consumer reporting agencies. If you have any other questions, please call us at ************** between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday, and you can always visit ****************************** anytime for other helpful and important information.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Aug 22 ************************************ violated my rights by working with a third-party agency to gather false personal information. As a result, I was turned down for housing. I currently rent an apartment and had no problems with my prior screenings. Currently live in the same building i had to apply for a big apartment in the same building i currently live in i was denied for late payments i provided a state subsidy that takes care of my rent every month in which doesnt result in late payments i also dont have late payments in my rental tenant portal due to receiving a rental subsidy.Upon contacting RentGrow, they informed me that they get their information from a third party and yet i provided proof and my application was still denied after proof was provided after thr investigation. This problem must be fixed right away. The fact that I had to deal with false late payments is unfair to both my child and me. Fair Credit Reporting Act regulates the collection, dissemination, and use of consumer credit information. It requires credit reporting agencies to maintain accurate and complete information, and it gives consumers the right to dispute inaccuracies and request corrections. Under the ****, consumers can also seek damages if they are harmed by the misuse of inaccurate information.Consumer While not a law, the **** oversees practices related to consumer finance, including the accuracy of information held by credit reporting agencies. It provides resources for consumers who face issues with inaccurate data in their tenant screening reports.I hope that this matter is resolved ASAP! I've already submitted $100 for an application fee which I would like to be refunded by the apartment management/RentGrow if this matter isn't resolved.

  

  Business response

  10/01/2024

  Thank you for the opportunity to respond to your concerns. We understand that RentGrows Consumer Relations team has contacted you regarding your recent dispute. Please understand that the information that RentGrow receives about rental applicants comes from third party consumer reporting agencies, not RentGrow itself. All rental qualification criteria are established solely by the property you applied, not RentGrow. Lastly, please note that RentGrow does not charge any application, screening, record retrieval fees, or any other fees to applicants. If you have questions about any fees you paid to the property where you applied, please contact the property directly. If you have any other questions, please call us at ************** between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday. You can also visit ****************************** anytime to request a copy of your report, to submit a dispute, or for other helpful and important information.   

  Customer response

  10/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [As per property Rentgrow is the company that make the decision. Rentgrow in fact does due the approval because july 2023 i applied to property rentgrow declined it to due false information after my dispute they reversed my application from declined to approved. I've attached proof. Asking for my results to be reversed as rentgrow did july ******* due to my proof of documents 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Catia

   

   

  

  Business response

  10/11/2024

  Thank you for the opportunity to address your concerns again. As stated, and discussed directly with the Consumer Relations team, RentGrows clients (not RentGrow) are solely responsible for setting the qualification criteria that apply to their property, for reviewing applicants, and for making rental decisions. RentGrow obtains credit and rental history information from one or more of the three major credit bureaus, and only provides tenant screening reports to property owners and managers about applicants to those properties.  If you have questions about any fees you paid to the property where you applied, please contact the property directly. If you have questions about any rental history information, please reach out to the rental bureau directly. If you have any other questions, please call us at ************** between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday. You can also visit ****************************** anytime to request a copy of your report, to submit a dispute, or for other helpful and important information.   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to RENTGROW regarding a dispute that I filed. Per RENTGROW my information was updated and sent to *** however when I reached out to *** they informed me the information was not updated with them. I spoke to ********** He stated that I should reach out to *** however I they were to create a new screening report for me and allow the *** to make a decision. Incorrect information has been submitted on me and I am unable to get proper housing. I believe that they are discriminating against me by using incorrect information. I have not allowed anyone to release credit information on my and yet they are using my age, race, color and incorrect information to prevent me from renting a home.

  

  Business response

  09/11/2024

  Thank you for the opportunity to respond to your concerns. We understand that you spoke directly with a member of RentGrows Consumer Relations team about your civil information dispute results and tenant screening information. We also understand that your civil information dispute has now been resolved. Please note that RentGrow is not a government agency nor are we a credit bureau. The information RentGrow receives about rental applicants come from third party consumer reporting agencies, including one or more of the three major credit bureaus, and other sources of public records information. RentGrow itself does not manage or rent any property, set applicant eligibility requirements, or make rental decisions. If you still have questions you can call us at ************* between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday. You can also visit ****************************** anytime for other helpful and important information.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company reported incorrect, unverified, and falsified information on my behalf. The criminal records below belong to another individual that can assure you does not have my social security number or my exact birthday. This was negligence and cost me a property that I planned on spending years at.The records that do not belong to me are as follows: Case # ********* trespassing Case #********* trespassing Case #********* trespassing Case #**PE-CR00175-01 stealing other property/ resisting arrest (felony and misdemeanor)Case #**PE-CR00985-01 felony burglary charge second degree (felony)

  

  Business response

  09/06/2024

  Thank you for the opportunity to respond to this complaint. Please note that RentGrow obtains civil, criminal, credit and rental history information from third-party consumer reporting agencies and provides that information to property owners or managers.  This being said, we did not see your information in our records. Our Consumer Relations team has reached out to you directly with next steps to obtain additional information and assist you with initiating a dispute. If you have any other questions, please call us at ************** between 9:00 AM to 8:30 PM Eastern Standard Time, Monday through Friday, and you can always visit www.rentgrow.com anytime for other helpful and important information

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I recently applied for a rental home, but according to the leasing company they dont have the last say on approval. My background check got rejected 4 times yet according to my screening report i meet property requirements. But according to rentgrow they play no part in making the decisions if youre approved or not.

  

  Business response

  08/28/2024

  Thank you for the opportunity to respond to this complaint. We understand that you were able to contact the Consumer Relations team directly and have already initiated a credit dispute. At this time your credit dispute is still pending with the agency that provided the information to RentGrow. The Consumer Relations team will contact you directly with additional information once your dispute is resolved. Although RentGrow cannot control how quickly the agency completes its investigation, we will help make sure the agency does their job within the time limits required by law. Please note that RentGrow provides information about rental applicants that property owners and managers (RentGrows customers) can use to help make decisions about rental applicants. RentGrow itself does not rent properties, does not set applicant qualification criteria, and does not make any rental decisions. Applicants who believe information in their screening report was incorrect or incomplete at the time they were screened can contact RentGrow anytime online at www.rentgrow.com or by calling us at ************** between 9:00 AM to 8:30 PM Eastern Standard Time, Monday through Friday, for helpful and important information, including how to quickly initiate a dispute. 

  Customer response

  08/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They have stated false information on mine and my husbands reports, primary address is wrong so we do not agree with false statements that are hindering us from getting a place. According to the leasing office (kapilina beach homes) they dont set the rental criteria, rentgrow has all say if they accept/reject, like we cant even get a conditional acceptance.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hokulani

   

   

  

  Business response

  08/29/2024

  Thank you for sharing your concerns with us once again. Please understand that RentGrow is not a government agency nor are we a credit bureau. Please also note that RentGrow has a specific role in the tenant screening process.  The information RentGrow receives about rental applicants come from third party consumer reporting agencies. At this time your credit dispute is still pending with the agency that provided your information to RentGrow. The Consumer Relations team will contact you directly with additional information once your credit dispute is resolved. As explained, RentGrow itself does not manage or rent any property, does not set applicant eligibility criteria, and does not make rental decisions. If you have additional information that you would like to dispute please call us at ************** between 9:00 AM to 8:30 PM Eastern Standard Time, Monday through Friday, and you can always visit www.rentgrow.com anytime for other helpful and important information. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  RentGrow violated my rights by working with a third-party agency to gather false personal information. As a result, I was turned down for housing. I currently rent an apartment and had no problems with my prior screenings. Upon contacting RentGrow, they informed me that they could not find any such information on their end and were unsure of its source. This problem must be fixed right away. The fact that I had to deal with closed and erased old information being thrust back in my face is unfair to both my child and me. I'll get in touch with the **** and **** as well. Fair Credit Reporting Act (****): In the *************, the **** regulates the collection, dissemination, and use of consumer credit information. It requires credit reporting agencies to maintain accurate and complete information, and it gives consumers the right to dispute inaccuracies and request corrections. Under the ****, consumers can also seek damages if they are harmed by the misuse of inaccurate information.Consumer *************************** (****): While not a law, the **** oversees practices related to consumer finance, including the accuracy of information held by credit reporting agencies. It provides resources for consumers who face issues with inaccurate data in their credit reports.I hope that this matter is resolved ASAP! I've already submitted $325 for an application fee which I would like to be refunded by the apartment management/RentGrow if this matter isn't resolved.

  Customer response

  08/31/2024

  I have not heard from the business in response to my complaint. However, I spoke with Inlection and they stated they have corrected and updated my information and was waiting for RentGrow to do the same thing. So far,  RentGrow has not reached out to Inflection or Me as the Consumer. 

  

  Business response

  09/03/2024

  Thank you for the opportunity to respond to this complaint. We understand you have been in touch with RentGrows Consumer Relations team and based on the information you provided, RentGrows Consumer Relations team has initiated, on your behalf, disputes with the sources of the information that were reported about you. The Consumer Relations team has sent you an email about the dispute process and will keep you updated directly. Please note that RentGrow itself does not manage or rent any property, does not set applicant eligibility criteria, and does not make rental decisions. Lastly, please note that RentGrow does not charge any application, screening, record retrieval fees, or any other fees to applicants. If you have questions about any fees you paid to the property where you applied, please contact the property directly.  To protect consumer privacy, RentGrow does not publicly discuss dispute details, but if you have additional questions, please call us at ************* between 9:00 AM to 8:30 PM Eastern Time, Monday through Friday, and you can always visit www.rentgrow.com anytime for other helpful and important information.

*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. ↩