RentTrack, LLC

We have been working with *** *** on this issueThere was an issue on RentTrack's part and we reached out to *** letting her know of the issue, also offering to pay for any fees, as well as providing a gift cardWe are truly sorry this happened and *** has been extremely
inconveniencedAlso there was a miscommunication between RentTrack and Caldwell Banker/Apex as we clarified the issue with them originally but their automated reporting was not corrected causing the inaccurate letters Regarding ***'s specific requests belowI need RENTTRACK to communicate with Caldwell Banker/Apex and get this cleared upDoneTheir automated reporting was not corrected causing the inaccurate letters I need RENTTRACK to pay all of the NSF fees late fees etc to my bank Credit Union Of Texas and to Caldwell Banker/ApexDefinitely, we offered to pay any NSF fees right away as this was not ***'s faultI need a letter for my bank explaining the computer error issue and the NSF removed from my banking historyWe can send this to *** or the person at her bankI need a letter addressing the eviction notice and delinquency letters having been sent to me in error on the side of the business and of no fault of my ownand stating that my rent was paid on timeWe corrected this with Apex.A call from the director of RENTTRACKDefinitely we have had our head of support working directly with ***

This is actually a standard support process for RentTrack and I am not clear on how this constitutes a complaint.1) After the first payment a resident makes when they opt into rent reporting, RentTrack will report back to the beginning of the current lease up to monthsThis residents current
lease started October See attached screenshot showing the reporting to beginning.2) Stopping rent reporting is very simple - we have an FAQ here http://help.renttrack.com/reporting-rent-and-building-credit-history/how-do-i-st...⇄ and we can help residents do thatThis resident stopped reporting rent on their own (see screenshot).3) This resident requested closing their account which was done within a day of their requestSee attached screenshot of the chat session with the resident.In summary, RentTrack rent reporting is an optional service residents can opt into, and opt out ofUpon opting out of reporting, after a certain period of time the trade line will fall of residents reports.It appears RentTrack provided all the necessary support for this resident

*** *** wrote into us on the 28th of June stating that she had moved her deliver date from the 10th of every month to the 9th of every month. When this was done, her processing date for July 9th delivery was June 26th. When you change the delivery date of a payment it is very clear
what day the payment will processWe also sent an email on the 26th stating that her payment was initiated. RentTrack did not change any processes between the time ***'s first payment on 11/01/processed and when her June 26th payment processed. Since ***'s payment came back returned, RentTrack charged her a return fee of $per out Terms of Service

This is actually a standard support process for RentTrack and I am not clear on how this constitutes a complaint.1) After the first payment a resident makes when they opt into rent reporting, RentTrack will report back to the beginning of the current lease up to monthsThis residents current
lease started October See attached screenshot showing the reporting to beginning.2) Stopping rent reporting is very simple - we have an FAQ here http://help.renttrack.com/reporting-rent-and-building-credit-history/how-do-i-st...⇄ and we can help residents do thatThis resident stopped reporting rent on their own (see screenshot).3) This resident requested closing their account which was done within a day of their requestSee attached screenshot of the chat session with the resident.In summary, RentTrack rent reporting is an optional service residents can opt into, and opt out ofUpon opting out of reporting, after a certain period of time the trade line will fall of residents reports.It appears RentTrack provided all the necessary support for this resident

We contacted *** to let him know about this error as soon as we were aware of itAs we mentioned in our original email to *** letting him know about this issue, we do take rent payments very seriouslyHowever, ultimately the responsibility for making an on-time payment remains with those who use
our serviceWe gave *** as much notice as possible about this issue so that there would be more than enough time to schedule an online paymentBut even if that option was unavailable to him, he had other options like cash or a money order for paying his landlord on time.However, we did our best to acknowledge that an error was made on our part and offered *** a gift card as an apologyWe do take responsibility for the issue that caused his payment to be canceledThis is something that has only happened in very rare cases when identity verification takes longer than usualBut ultimately, we gave *** as much heads up about this issue as possible, and there should have been enough time for him to pay on time using a different method.Finally, it is worth mentioning that because of this issue, we did not report any data about Paul's rent payment to credit bureausIf he wishes, *** will be able to build positive credit history for future months.

I am rejecting this response because:I did not change my date in June, I changed it months before because my landlord was not receiving my rent by the 10th, as promised, yet no payments were removed from my account so early between when I changed it and JuneRegardless of this fact, the payment was still removed from my bank more than days before the due date, which is renttrack’s stated policy

I am rejecting this response because:While their response does answer some questions such as how they verify the information by using outside databases, in still left wondering how I failed verification when they received a copy of my driver's license, I answered specific questions from my credit profile, I had all the current and correct information and to who I am. I provided them direct access to my personal bank account with proper username and password. If I wasn't who I said I was then I'm not sure what else they could possibly need to verify who I am. I feel like exposed, to provide so much direct accurate personal information about myself and to be told I failed to verify who I amI'm curious what they require to verify someone is who they say they are. Then to say they can't reapply or further investigate make the entire process seem suspicious and I'm very concerned there is more going on with this companytheir responses are generic and dont give anything specificthey are shifty and seem to change their answers. I wondering if I should move forward with a justice department complaintthere should be no reason a company can take so much specific information about someone and say they can't verify who they are and just leave them hanging.

[Honest Review of Rent Track] Please do yourself a favor and stay as far way from Rent Track as you can. Initially it sounds like a great idea to add a trade line to your credit for something you are paying anyway. However, this only works if they actually MAIL YOUR CHECK! I used this service for 5 months and out of the 5 months two checks were never delivered even though the funds came out of my account two weeks in advance to deliver my check on the 1st of the month. I always pay on-time, however since using this service I received TWO 3 day notices for non-receipt of payment at which time I had to get cashiers checks to cover the payment. To make it worse Rent Track is very difficult to get them to send you a refund for rent that was already paid. Please, please do yourself a favor and stay far away from this company!

RentTrack submitted all necessary information to all three credit bureaus to have the RentTrack tradeline removed from resident *** ***'s credit file on May 23, 2018.? Roxy *** spoke to? *** ***? on June 5th explaining that this had been completed for him

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

When resident? *** *** signed up for RentTrack on the step where she reviewed her payment, it let her know that her rent payment would be withdrawn from her account when her landlord deposits her check and that she would be charged the technology fee when her check was mailed.? I have
attached a screenshot of the walkthrough process.? This is not *** *** specific account but a screenshot of how RentTrack works.? *** *** also received a receipt on the 25th stating that RentTrack was processing the fee of $that day and mailing the check to her landlord.? I have attached that receipt.RentTrack's Terms of Service state that we can charge $if a payment is dishonored or returned for any reason.? *** ***'s fee of $was returned so we charged her the $as well as the $for a total of $

? I am rejecting this response because it's untrueI did respond to Rent Track when notified on December 21st and have attached the emails.? After the 1st email, I called the representative and when their representative told me that in order for me to receive a refund on my rent, I was told that it would take at least two weeks for them to refund my money, which would certainly make my rent late and would incur $per day it's late...Since they did not notify me until AFTER they deducted the full rent, it would require? me to pay the full rent ($3176.00) out of pocket for a second time in December, and wait for them to refund me.? The only options for me were to trust that the company would fulfill their obligations of paying my rent by January 3rd....But they did not (late fees were incurred when the rent did not arrive until January 4th.? Today, I received an email (attached) stating that Rent Track was reimbursing me for the late fee from January 2018....For $and some change.? If Rent Track is accepting the responsibility of paying the late fee incurred because my rent payment did not arrive until January 4th , rather than January 3rd like I was told, then they need to refund the full late fee which is $

It is not completely clear what *** *** is rejecting or is claiming is untrue.First, all *** ***’s attachments are from January 8th, 12th, and 17th respectively.? The only communication from *** *** before that time was on January 4th.? As previously stated we reached out regarding the impact? to? delivery on December 20th explaining the impact to delivery timeWe very rarely have check delivery issues, but we do rely on the US Postal Service for delivery which we make completely clear and we inform landlords of this as wellWe also reach out to landlords to let them know that indeed their resident has made a paymentWe find the in most cases landlords do receive the checks but either do not cash them, misplace them (as in the case with *** ***s' prior payment), among other issues out of our control.Second, a refund from RentTrack does not take weeks, it takes a maximum of business days.? You can call us anytime and any person will tell you this policy as this is a bank policy to clear a check, not a RentTrack policy.Our customers use RentTrack to pay their rent and build credit - but it is still their responsibility to pay rent on time.? That said, we are committed to earning our customer's trust, so whenever we become aware of an issue that could affect their rent payment, we let them know right away, as we did in this caseA late payment could have been prevented, but she did not take the appropriate action to make sure rent was paid on timeUltimately, we can't be responsible for late fees, especially in situations where we provide ample notice of delivery issues.We do regret that her payment was delivered later than it should have beenWhat we can do is refund our check delivery & rent reporting fee for that month

We take on-time rent payments very seriouslyThere was more going on in this situation.? The first time that the customer was charged a late fee, we knew of no reason why the check would be lateSo, we checked in with the property manager, who found the check in their safeThey had received
it, but had not cashed it, and mistakenly charged her a late feeThey waived this fee because of their error.? The second time that this customer was charged a late fee, the check was delivered past the due dateHer payment was processed on December 20thImmediately, we sent her an email letting her know that it would not be delivered until January 3rd, due to holiday mail delaysShe responded to our email on the 21st, and we explained the situationWe received no response until January 4th, when she sent us a complaint that she had been charged a late feeShe had ten days between when we informed her about the delivery date and when her rent was due to make alternate arrangements to pay rentWe could have refunded her payment in time for her to pay with a check or money order, but we could not do that without her authorization.? The customer states that "it was their responsibility to pay my rent on time." Our customers use RentTrack to pay their rent and build credit - but it is still their responsibility to pay rent on timeThat said, we are committed to earning our customer's trust, so whenever we become aware of an issue that could affect their rent payment, we let them know right away, as we did in this caseA late payment could have been prevented, but she did not take the appropriate action to make sure rent was paid on timeUltimately, we can't be responsible for late fees, especially in situations where we provide ample notice of delivery issues.? We do regret that her payment was delivered later than it should have beenWhat we can do is refund our check delivery & rent reporting fee for that monthWe will reach out to her via email to let her know

[redacted] emailed RentTrack under the email [email protected] asking us to cancel his account.  We cancelled this account for him which cancelled any subscriptions or future payments.  He never notified us that he had set up another account under a different email.  He...

had opted into Credit Protection/ScoreTrack and it was charging him $3.95 per month.  [redacted] added his credit card and opted into this program.  He is notified that this subscription will continue to charge him $3.95 until he cancel the account.  He never mentioned to us that he had two different accounts.  We have refunded $3.95 for the 2018-02-27 payment and $3.95 for 2018-01-27 payment.  We have cancelled his Credit Protection/Scoretrack so no future payments will be charged.  We have notified [redacted] of both refunds.

There are a few misunderstandings here about what our verification process is, how it works, and why we have to follow very careful restrictions. First of all, the verifications process is not intended to verify that you pay rent - it is intended verify that you are indeed the person whose...

credit profile we will report future rent payments to.When one of our users is denied, our policies prevent us from disclosing further details. As much as our customer service team would love to help you get credit for paying rent, when we are unable to verify your identity, we can't discuss the details - because we have to avoid the possibility of sharing anyone's personal information in a situation where fraud may be occurring. Our policy has to be strict, because we take the protection of our customers' personal information very seriously, and we must meet high standards for accuracy in order to comply with restrictions from the credit bureaus. We do not outsource verifications to a third party, although we use third party databases to confirm the information provided to us. We do not share our customers' information unlawfully. When we can't verify a user's identity, we don't charge them anything.That said, we know that it is disappointing to not be able to get credit for paying rent through our service. We could have done a better job explaining our policies in our original conversation with this customer, so we do apologize for the lack of clarity.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am rejecting this response because:While their response does answer some questions such as how they verify the information by using outside databases, in still left wondering how I failed verification when they received a copy of my driver's license, I answered specific questions from my credit profile, I had all the current and correct information and to who I am.  I provided them direct access to my personal bank account with proper username and password.  If I wasn't who I said I was then I'm not sure what else they could possibly need to verify who I am.  I feel like exposed, to provide so much direct accurate personal information about myself and to be told I failed to verify who I am.. I'm curious what they require to verify someone is who they say they are.  Then to say they can't reapply or further investigate make the entire process seem suspicious and I'm very concerned there is more going on with this company.. their responses are generic and dont give anything specific.. they are shifty and seem to change their answers.  I wondering if I should move forward with a justice department complaint.. there should be no reason a company can take so much specific information about someone and say they can't verify who they are and just leave them hanging.

It looks like the consumer is not fully understanding our response. The consumer should be managing this through our support channel because consumers have 100% control if information is reported falsely.1) We can report back 24 months (as mandated by the credit bureaus) based on the current lease information the property manager sends us. The consumer's current lease goes back to OCTOBER, 2016, so we show and reported back rent payments for one full year (see the screenshot showing going back 1 full year).2) If credit information is reported incorrectly, that is very simple to fix. Just send RentTrack the report you are looking at from the credit bureau Equifax, TransUnion or Experian. Do no send us a report from a 3rd party like Credit Karma.3) RentTrack can open a case with a credit bureau and ensure they have the correct information. Because we can show reporting back at least 1 full year (much longer than 2 or 3 months). So that is easy to fix and get corrected. We just need to see where information is correct.4) The consumer turned off all reporting, so we would need to manually request all the bureaus delete the consumers trade line data, which we can do. However, it is audit able to do this on our support channel so we can keep the history of the request in our systems.Someone at RentTrack will send the consumer a direct email confirming deleting their payment history.

I am rejecting this response because:
1. I requested the service with the understanding it would report my entire dental history. Instead it appeared on my credit as a new account with only a 3-month history, when our history with [redacted] began in May of 2013. [redacted] hired them to collect rent and report as them and it should do so accurately. It is untrue to say my lease started in October of 2017. 2. I asked to close my account and remove everything reported to the credit bureaus if they could not go back to the beginning of my lease and report my true and accurate history of paying rent. They closed my account but dis not remove what they reported. It still appears as a new account with a short history. That is wrong and unfair to me as the consumer.