Consumer complaint received 2022-08-18
Company: Entrata Inc.
State: MO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Improper use of your report
Sub-issue: Reporting company used your report improperly

Complaint:
The XXXX XXXX XXXX Official Complaint Final Attempt at Non-Formal Resolution I am writing this complaint in response to a recent experience when trying to rent from the XXXX XXXX at multiple locations. 
In XXXX of XXXX my wife and I contacted XXXX apartments about any available rentals and specific criteria for approval. It took me about 3 days to get in touch with XXXX XXXX XXXX. Upon making contact we were told about a few open units she had between XXXX Apartments, and XXXX XXXX apartments both of which we qualify for ( pretty exceptional candidates here ). She advised we apply and that the process would only take about 24/48 hours and so we did. Over the next 2 months she was almost impossible to get ahold of. We called almost 400 times, and emailed several times also. The XXXX time we did make contact she told us she would have to contact her supervisor to transfer the application to her XXXX XXXX apartments. ( They had immediate availability but supposedly so did XXXX ) Which are managed by The XXXX XXXX. For reference these XXXX buildings sit across small a parking lot from each other and are in very close proximity. 
All of this put us XXXX months behind on moving and almost cost us our job offers but we pressed ahead. She told us she had everything she needed and just needed to hear from a supervisor. Well, those XXXX months went by, we called daily - we called the XXXX company corporate office. No one ever reached out to us, and the corporate office would not assist us at all saying they were just message takers and would pass our message along. Even though in the beginning XXXX told us XXXX hours. Which was the ONLY reason we were willing to apply right then because that timeline for approval worked perfect because having an approval greatly assisted in balancing the mountain of additional tasks associated with an out of state move. On the final day XXXX XXXX contacted us and informed us now she needed updated payment information for the past XXXX months. She did this because we kept pressing her. She knew that we were literally in the process of accepting new jobs and that because of the move and the fact it was not supposed to take her an additional XXXX months, we had already given notice to our employers in that state. She did this so that way she could either deny us or act like she did what she was supposed to do but this is far from the case. 
During the process of not hearing from XXXX we tried for a different XXXX company property called XXXXXXXX XXXX. This one managed by XXXX. XXXX tells us he cant get ahold of his supervisor either to transfer the application and that we just need to apply again and pay again, but that he had XXXX open units available and to act quick. 
We did so, and he ran our applications said we were approved and he just needed a statement sent over from our employers. We get that to him immediately, and again the calling and no XXXX answering process starts with them. Our employers were even reaching out to both complexes daily to make sure they received and processed the communication as they were getting close to the point of rescinding our offers. We get to the day we selected to move in, and drive 4 hours into a different state, and made multiple appearances at the properties in person, and also purchased a cell phone line in the area with a local number to call from in case they were fielding calls. No one was at either property on both days we went or in the corporate office and we did try each location multiple times. 
Because of this it is apparent and obvious that the XXXX XXXX has fallen out of line with Missouris state laws regarding nonrefundable application fees and utilizing them as an additional source of revenue. Which is completely what happened here. All in all, my wife and I had over {$130.00} in application fees just to never hear back. 
We are well qualified candidates and had no problems obtaining a lease through a different managements complex in town the same week. 
Additionally, part of this complaint - the one that involves XXXXEntrata we were assured that there would be no hard inquiry to our credit report. There was one and it affected our credit score. Not only that we specifically said we are moving to the area to purchase a home and now we will have this hard inquiry on our credit report that will ultimately have to be explained and also will affect our interest rate during a time when interest rates have risen to historical highs. This is unacceptable and against the law. The only acceptable remedy for that is to have The XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XXXX Entrata, XXXX  initiate a request to remove inaccurate information from both of our credit reports with each of the XXXX main credit reporting agencies. XXXX, XXXX, and XXXX. You were never given permission for a hard inquiry and be advised failure to take immediate action will result in immediate legal action. 
Furthermore, because this was done out of line with the state law - I initiated chargebacks with our credit cards to receive my money back. Upon doing so I receive an email from Entrata about it, and saying this is a very serious allegation and your account will go negative no actually you will refund me my money as well as my wifes, you will close out any and all accounts you claim and you will NOT advance ANY form of further action against me. If you do not it will result in immediate legal action. 
As of XXXX The XXXX XXXX has taken further action, and completely ignored the complaints to the BBB and our continued efforts to reach a corporate manager with the authority to handle the matter have been fruitless. We now have received this letter stating within 30 days they will send this matter to collections- and have also charged additional fees. Id like to remind that in the first place of the situation that happened where they took our application money and then became completely unreachable. They are still completely unreachable by phone and are threatening my credit - likewise they havent responded to the XXXX complaint or the Missouri Attorney General. 
My wife and I both qualify and qualified for an apartment with them in every single way so what was done, where they just disappeared and become completely was absolutely them utilizing credit applications as an additional source of revenue - something Missouri State law explicitly do not allow. Attaching additional fees makes this all the more apparent that it is a process they use to generate income. A decent majority of their tenants are lower income, live in lower income areas, and also dont have any form of higher education from an institution so this is clearly predatory. 
Lets close this all out, refund my money, and let it go with just this public record, shall we? I am enclosing just a bit of the evidence we have. We have all calls recorded, and all communications available in this matter, and the only way I will share more with you- is via your attorney when I take this matter to court. It is absolutely worth it to me as you are threatening my credit and have damaged our resources. I thank you for your time and action, and I cordially thank the CFPB, FTC and Attorney Generals office for the use of your limited resources, and staff for hosting an informal venue and assisting customers and businesses with the mediation of business matters. All the best - XXXX XXXX.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation