IPM

Hi ***, I am so sorry to hear thisI researched this situation and it looks like your application was flagged/on holdTo avoid this issue in the future we have added a new status to our real time application
page and our internal process for on "hold/flagged" applications, so we can track them (also visible on our website)Your application was flagged for fraud (per our private email thread I explained the details)I know you submitted clarification information, but it didn't make it into the file, thus your app remained on hold, which is the root of this problem and our faultI am sorry your application slipped through the cracksWe now have a better way to track applications that are pending clarification

Review: IPM is a rental property company in Chico, CA. I recently relocated to the area and was interested in renting a property they had available. I submitted an application on 06/17/15 for a house available on 07/01. I was told by email that day that I "would be first in line." They also encouraged me to put down a $1875 "reservation" fee, which would "bump up my application." Because I was told I was first in line and because their website says that the review would take "up to 2 business days", I paid the exorbitant fee. I figured I would likely get approved and even if I didn't, I would at least know in a few days and get a refund for the fee. I should note that I make 4 times the rent and have good credit, so had nothing to worry about in terms of approval, except that I'm a woman applying alone. Days passed and I didn't hear from them, except for a call questioning the change in my last name on my credit report, which I clarified immediately and they noted. The following week, I called and emailed several times for updates and when I could reach someone, was told each time that they were "waiting for their broker". Finally, on 07/01 (move in day!), I was told that I was rejected because the house had been rented to another party. To add insult to injury, when I complained to [redacted], the Principal Broker/Owner, he cited that their policy was that "Date and order of COMPLETE application (including supporting documents) will determine order of waiting list". Not only was I literally told by his employee that I was first in line, but I took a screenshot of the online rental tracking tool that they have on their website and I WAS the first complete application that was turned in! On 06/20, when I took the screenshot of the tracker, my application was already "Submitted for Review", while the one they ended up approving first was "Awaiting Cosigner Documents". This business is unethical, lacks communication and customer service, doesn't follow through on their word, and they flat out lie!Desired Settlement: All I want is for them to learn a lesson on the importance of customer service, communication, and honesty. They need to follow their own procedures. The order of the waiting list was clearly not based on the date/order of complete applications, or I would have been approved. I feel like I was maybe discriminated against since I'm a woman applying alone (my husband is on tour in Iraq, so he wasn't included in my application since he'll be gone the whole year of the lease).

Business

Response:

Hi [redacted], I am so sorry to hear this. I researched this situation and it looks like your application was flagged/on hold. To avoid this issue in the future we have added a new status to our real time application page and our internal process for on "hold/flagged" applications, so we can track them (also visible on our website). Your application was flagged for fraud (per our private email thread I explained the details). I know you submitted clarification information, but it didn't make it into the file, thus your app remained on hold, which is the root of this problem and our fault. I am sorry your application slipped through the cracks. We now have a better way to track applications that are pending clarification.