Cozy

Cozy Customer Support received a complaint about this yesterday (December 2016) from Ms [redacted] to which we explained that listings are listed by independent landlords(Our terms state that we do not provide guaranty or screen listings.)? ? Today (December 2016) we let the complainant know that we reached out to the property lister on Cozy to verify whether their property was still accepting applications(This happens on occasion when a lister does not turn off the listing, which would have taken it down from public view.)? ? We told Ms [redacted] that we started a complete refund for the purchase of the screening reports (transaction ID:? [redacted] ) which we explained should post back to her in 5-days, as we’re unable to expedite refundsMs [redacted] has not responded to this last email, and we are still waiting to hear from the property lister, but we have removed the property from public view ? We hope that Ms [redacted] would allow for this time to elapse and consider withdrawing this complaint, as we have indicated our interest in settling this matter directly with her ? Thank you ?

Hi [redacted] ,? Thank you for reaching out, and I'm sorry to hear about the bad experience you had applying to this property!I've looked into everything on our end and I've also been in touch with [redacted] , the landlord of the property you applied to, and I've confirmed that she is indeed the owner of the unit you applied to, and the listing was not a scam listingShe set it up herself, and has listed her contact information on that listing (you can see this in the first attachment)That contact information matches the contact information on the property's website here:? https://theparkerrochester.com/privacy-policy/I also reviewed the application you submitted, and I see that screening reports were not required, but rather optionalThat means that the option to purchase those reports was entirely up to you, and you chose to purchase those reportsI've included a screenshot showing that both of those items were optionalThis screenshot also confirms that the reports were shared directly to [redacted] ?" the owner of the property you're interested in.Since you chose to purchase those reports and because the listing was a legitimate listing set up by the owner of the property, we aren't able to refund you herePlease feel free to reach out to our support team at [email protected] if you have any other questionsWe can also loop in Kari if you want to verify that she is indeed the owner of the property.Thank you,? Cozy Support

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 meSincerely, [redacted]

[redacted] has reached out to Cozy Support about this issue directly, and we've provided the following explanation:----------Hi ***, Thanks for your feedback, and I'm sorry that your experience wasn't what you hoped forAgain, I really apologize for the confusion here-- Cozy always strives to be up front about our services and provide landlords with accurate informationA listing in Cozy is also an application, and we don't offer functionality to list without accepting applicationsAs you can see in this screenshot, there is an 'Accepting Applicants' toggle that was switched to 'ON' in order to make your listing active: ( [redacted] screenshot 1) Cozy doesn't offer any services reviewing applications, and we don't claim to-- we simply help landlords collect applications that they can review however they wantTo your second point, again, tenants can optionally purchase screening reportsAfter they pay for those, they have access to their reports and can use them to apply to multiple properties through Cozy, or they can retain those reports outside of CozyTenants are not required to purchase screening reports, but it's a service we offer and we think it's helpful to both tenants and landlords.I appreciate your feedback and I hope this provides some clarification about CozyPlease let me know if you have more questions.---------- As we've explained, [redacted] was accepting applications through Cozy, and her applicant did choose to purchase copies of her screening reports and share those with ***The applicant now is in possession of both their credit report and background checkThat purchase was up to the applicant, and because the purchase was made and the reports were provided, we are not able to refund the applicant at this point

Cozy Customer Support received a complaint about this yesterday (December 2016) from Ms [redacted] to which we explained that listings are listed by independent landlords(Our terms state that we do not provide guaranty or screen listings.) Today (December 2016) we let the complainant know that we reached out to the property lister on Cozy to verify whether their property was still accepting applications(This happens on occasion when a lister does not turn off the listing, which would have taken it down from public view.) We told Ms [redacted] that we started a complete refund for the purchase of the screening reports (transaction ID: [redacted] ) which we explained should post back to her in 5-days, as we’re unable to expedite refundsMs [redacted] has not responded to this last email, and we are still waiting to hear from the property lister, but we have removed the property from public view We hope that Ms [redacted] would allow for this time to elapse and consider withdrawing this complaint, as we have indicated our interest in settling this matter directly with her Thank you

Hi there, We're sorry to hear that [redacted] has been unhappy with Cozy! I took a look through his account history and it doesn't look like he's contacted us directly to resolve any issues yetThat said, I've pulled up his account under [redacted] @gmail.com (the contact email address listed here) and at this point he has only requested a copy of screening reports from himself, and he did not purchase those reports yetI've included a screenshot of his account here that displays the reports are only "Requested" -- not "Pending" or "Completed" (which would indicate that a report had been purchased) Additionally, we're up front about what's included in a background check reportWe have samples in our FAQs here: https://support.cozy.co/hc/en-us/articles/206454098-What-does-a-background-check...⇄ and you can also click "View a Sample Report" from our page specifically about background checks here: https://cozy.co/for-landlords/background-checks We do indeed require landlords who are viewing the screening reports of applicants to verify their identity firstThat's a security measure required by our screening reports partners (Experian for credit reports and Checkr for background checks)This ensures that applicants sensitive personal and financial information is only accessible to the person they intended to share it withWe stand behind this security measure 100% If [redacted] is unable to verify his personal information for whatever reason, our support team can definitely help outWe would need to hear from his account holder email address, though (if there is a different account besides [redacted] [email protected])He can get in touch at [email protected] and we'll be happy to review any issues and if there's a true problem with any screening reports that have been shared to him, or he can't access them, we would definitely refund the applicantsSince the applicants pay for reports directly, no refund would go to [redacted] , as he hasn't made any payments I hope this helps, and please do reach out with questions!

*** has reached out to Cozy Support about this issue directly, and we've provided the following explanation:----------Hi ***, Thanks for your feedback, and I'm sorry that your experience wasn't what you hoped for. Again, I really apologize for the confusion here-- Cozy always strives to
be up front about our services and provide landlords with accurate informationA listing in Cozy is also an application, and we don't offer functionality to list without accepting applicationsAs you can see in this screenshot, there is an 'Accepting Applicants' toggle that was switched to 'ON' in order to make your listing active: (*** screenshot 1) Cozy doesn't offer any services reviewing applications, and we don't claim to-- we simply help landlords collect applications that they can review however they want. To your second point, again, tenants can optionally purchase screening reportsAfter they pay for those, they have access to their reports and can use them to apply to multiple properties through Cozy, or they can retain those reports outside of CozyTenants are not required to purchase screening reports, but it's a service we offer and we think it's helpful to both tenants and landlords.I appreciate your feedback and I hope this provides some clarification about CozyPlease let me know if you have more questions.---------- As we've explained, *** was accepting applications through Cozy, and her applicant did choose to purchase copies of her screening reports and share those with ***The applicant now is in possession of both their credit report and background checkThat purchase was up to the applicant, and because the purchase was made and the reports were provided, we are not able to refund the applicant at this point.

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

Cozy Customer Support received a complaint about this yesterday (December 2016) from Ms *** *** to which we explained that listings are listed by independent landlords(Our terms state that we do not provide guaranty or screen listings.)
Today (December 2016) we let the
complainant know that we reached out to the property lister on Cozy to verify whether their property was still accepting applications(This happens on occasion when a lister does not turn off the listing, which would have taken it down from public view.)
We told Ms *** that we started a complete refund for the purchase of the screening reports (transaction ID: ***) which we explained should post back to her in 5-days, as we’re unable to expedite refundsMs *** has not responded to this last email, and we are still waiting to hear from the property lister, but we have removed the property from public view
We hope that Ms *** would allow for this time to elapse and consider withdrawing this complaint, as we have indicated our interest in settling this matter directly with her
Thank you

Complaint: ***
I am rejecting this response because:No matter how optional it is on your website (The small indiscernible size or default checked mark)The bottom line is there are useless links on your websitesYou harvested application money and you kept the useless links on your websitesConsidering thousands of hundreds properties on your websites, there will be million applicants misleaded by these useless linksTo avoid my story happened again on other applicants, I am going to start a project on gofundme to unite all those cozy victims to get enough fund for hiring a lawyer to help us on these issuesLet a layer argue with you and a judge decide who is responsible for this. Sincerely,
*** ***

Hi ***,We're sorry our response here hasn't been sufficient. As the credit report and background check you purchased were completely optional (you did not have to choose to purchase them, and you did not have to enter in your credit card information), we aren't able to offer a refund.Since we have confirmed with Kari F*, the owner of the property, that she posted this listing in Cozy herself and that it was legitimate, we're not able to refund you under the premise that the listing was fraudulentIf you'd like to appeal to the owners of the property because you feel they misled you about how to apply, their contact information is:Email: ***@gmail.comPhone: ***Mailing:*** *** ***
*** * *** **
*** ** ***We're sincerely sorry for any frustration that this miscommunication has caused, and encourage you to work with the landlord directly to sort out any outstanding issuesOur support team would also be happy to initiate an email conversation between the two of you to get the ball rolling there

Hi ***,We're sorry our response here hasn't been sufficient.? As the credit report and background check you purchased were completely optional (you did not have to choose to? purchase them, and you did not have to enter in your credit card information), we? aren't able to offer a refund.Since we have confirmed with Kari F*, the owner of the property, that she posted this listing in Cozy herself and that it was legitimate, we're not able to refund you under the premise that the listing was fraudulentIf you'd like to appeal to the owners of the property because you feel they misled you about how to apply, their? contact information is:Email: ***@gmail.comPhone: ***Mailing:*** *** ***
*** * *** **
*** ** ***We're sincerely sorry? for any frustration that this miscommunication has caused, and encourage you to work with the landlord directly to sort out any outstanding issuesOur support team would also be happy to initiate an email conversation between the two of you to get the ball rolling there

Hi ***,? Thank you for reaching out, and I'm sorry to hear about the bad experience you had applying to this property!I've looked into everything on our end and I've also been in touch with *** ***, the landlord of the property you applied to, and I've confirmed that she is indeed
the owner of the unit you applied to, and the listing was not a scam listingShe set it up herself, and has listed her contact information on that listing (you can see this in the first attachment)That contact information matches the contact information on the property's website here:? https://theparkerrochester.com/privacy-policy/I also reviewed the application you submitted, and I see that screening reports were not required, but rather optionalThat means that the option to purchase those reports was entirely up to you, and you chose to purchase those reportsI've included a screenshot showing that both of those items were optionalThis screenshot also confirms that the reports were shared directly to *** ??" the owner of the property you're interested in.Since you chose to purchase those reports and because the listing was a legitimate listing set up by the owner of the property, we aren't able to refund you herePlease feel free to reach out to our support team at [email protected] if you have any other questionsWe can also loop in Kari if you want to verify that she is indeed the owner of the property.Thank you,? Cozy Support

Complaint: ***
I am rejecting this response because:No matter how optional it is on your website (The small indiscernible size or default checked mark)The bottom line is there are useless links on your websitesYou harvested application money and you kept the useless links on your websitesConsidering thousands of hundreds properties on your websites, there will be million applicants misleaded by these useless linksTo avoid my story happened again on other applicants, I am going to start a project on gofundme to unite all those cozy victims to get enough fund for hiring a lawyer to help us on these issuesLet a layer argue with you and a judge decide who is responsible for this.? ? Sincerely,
*** ***

Hi there,
We're sorry to hear that *** has been unhappy with Cozy! I took a look through his account history and it doesn't look like he's contacted us directly to resolve any issues yetThat said, I've pulled up his account under ***@gmail.com (the contact email address listed
here) and at this point he has only requested a copy of screening reports from himself, and he did not purchase those reports yetI've included a screenshot of his account here that displays the reports are only "Requested" -- not "Pending" or "Completed" (which would indicate that a report had been purchased)
Additionally, we're up front about what's included in a background check reportWe have samples in our FAQs here: https://support.cozy.co/hc/en-us/articles/206454098-What-does-a-background-check...⇄ and you can also click "View a Sample Report" from our page specifically about background checks here: https://cozy.co/for-landlords/background-checks
We do indeed require landlords who are viewing the screening reports of applicants to verify their identity firstThat's a security measure required by our screening reports partners (Experian for credit reports and Checkr for background checks)This ensures that applicants sensitive personal and financial information is only accessible to the person they intended to share it withWe stand behind this security measure 100%
If *** is unable to verify his personal information for whatever reason, our support team can definitely help outWe would need to hear from his account holder email address, though (if there is a different account besides ***[email protected])He can get in touch at [email protected] and we'll be happy to review any issues and if there's a true problem with any screening reports that have been shared to him, or he can't access them, we would definitely refund the applicantsSince the applicants pay for reports directly, no refund would go to ***, as he hasn't made any payments
I hope this helps, and please do reach out with questions!

Hi there,Cozy is service that allows landlords to set up online applications to their rental properties and allows tenants to submit applications to rent those properties. We also allow tenants to make online rent payments to their landlords. Cozy is not a listing service and does not provide a...

database of available rentals for applicants to search. We don't hide any information about a rental property behind a paywall, nor does an applicant need to create an account in order to view property details. Everything is listed up front on the application landing page.[redacted] applied to rent a property here: https://home.cozy.co/apply/#/9350/new/overviewIn order to submit an online application, you do need to create a Cozy account. [redacted] created an account and completed an online application to this property. We provide all applicants the option to purchase a copy of their credit report as part of their application in order to show that they're qualified renters. We make it clear to applicants that if they'd like to run their credit report, that will cost them $19.95. Applicants can de-select "Run my credit report" in order to skip this step and submit their application for free. (screenshot of an example credit report application purchase page attached).[redacted] contacted us for a refund of her purchase of her credit report because she said she had not yet heard back from the landlord of the property. We told her that because we provided her with her credit report and she had shared that as part of her rental application, we couldn't process a refund. We also contacted the landlord on her behalf, and the landlord let us know that Michelle's application was under review and that they had been in touch with [redacted] directly. As with paper applications, submitting an application to a landlord and paying an application fee is not a guarantee that the landlord will rent the property to you.[redacted] is correct that we don't have a phone number -- we're an online business so we conduct all of our customer support via email. We did reply promptly to each of her emails, though.When she created her account, [redacted] did also agree to our Terms of Use, which are available here: https://cozy.co/termsIn particular, point two states "A copy of your credit report can be ordered and shared with a single prospective landlord for a one-time fee, as described on our Features & Pricing page... We don’t offer refunds for fees you’ve already paid."I hope this helps clear this up! Please let me know if I can clarify anything else.

[redacted] has reached out to Cozy Support about this issue directly, and we've provided the following explanation:----------Hi [redacted], Thanks for your feedback, and I'm sorry that your experience wasn't what you hoped for. Again, I really apologize for the confusion here-- Cozy always strives to...

be up front about our services and provide landlords with accurate information. A listing in Cozy is also an application, and we don't offer functionality to list without accepting applications. As you can see in this screenshot, there is an 'Accepting Applicants' toggle that was switched to 'ON' in order to make your listing active: ([redacted] screenshot 1) Cozy doesn't offer any services reviewing applications, and we don't claim to-- we simply help landlords collect applications that they can review however they want. To your second point, again, tenants can optionally purchase screening reports. After they pay for those, they have access to their reports and can use them to apply to multiple properties through Cozy, or they can retain those reports outside of Cozy. Tenants are not required to purchase screening reports, but it's a service we offer and we think it's helpful to both tenants and landlords.I appreciate your feedback and I hope this provides some clarification about Cozy. Please let me know if you have more questions.---------- As we've explained, [redacted] was accepting applications through Cozy, and her applicant did choose to purchase copies of her screening reports and share those with [redacted]. The applicant now is in possession of both their credit report and background check. That purchase was up to the applicant, and because the purchase was made and the reports were provided, we are not able to refund the applicant at this point.

Cozy Customer Support received a complaint about this yesterday (6 December 2016) from Ms [redacted] to which we explained that listings are listed by independent landlords. (Our terms state that we do not provide guaranty or screen listings.) 
 
Today (7 December 2016) we let the...

complainant know that we reached out to the property lister on Cozy to verify whether their property was still accepting applications. (This happens on occasion when a lister does not turn off the listing, which would have taken it down from public view.) 
 
We told Ms [redacted] that we started a complete refund for the purchase of the screening reports (transaction ID:  [redacted]) which we explained should post back to her in 5-10 days, as we’re unable to expedite refunds. Ms [redacted] has not responded to this last email, and we are still waiting to hear from the property lister, but we have removed the property from public view.
 
We hope that Ms [redacted] would allow for this time to elapse and consider withdrawing this complaint, as we have indicated our interest in settling this matter directly with her.
 
Thank you

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. Sincerely, [redacted]

Hi there,
We're sorry to hear that [redacted] has been unhappy with Cozy! I took a look through his account history and it doesn't look like he's contacted us directly to resolve any issues yet. That said, I've pulled up his account under [redacted]@gmail.com (the contact email address listed...

here) and at this point he has only requested a copy of screening reports from himself, and he did not purchase those reports yet. I've included a screenshot of his account here that displays the reports are only "Requested" -- not "Pending" or "Completed" (which would indicate that a report had been purchased).
Additionally, we're up front about what's included in a background check report. We have samples in our FAQs here: https://support.cozy.co/hc/en-us/articles/206454098-What-does-a-background-check...⇄ and you can also click "View a Sample Report" from our page specifically about background checks here: https://cozy.co/for-landlords/background-checks
We do indeed require landlords who are viewing the screening reports of applicants to verify their identity first. That's a security measure required by our screening reports partners (Experian for credit reports and Checkr for background checks). This ensures that applicants sensitive personal and financial information is only accessible to the person they intended to share it with. We stand behind this security measure 100%.
If [redacted] is unable to verify his personal information for whatever reason, our support team can definitely help out. We would need to hear from his account holder email address, though (if there is a different account besides [redacted][email protected]). He can get in touch at [email protected] and we'll be happy to review any issues and if there's a true problem with any screening reports that have been shared to him, or he can't access them, we would definitely refund the applicants. Since the applicants pay for reports directly, no refund would go to [redacted], as he hasn't made any payments.
I hope this helps, and please do reach out with questions!