Background Screening Issues
Category: Tenant Screening
3 replies
Original post
I’m really disappointed with this experience. I’ve used Innago for a long time without any issues, and this is the first time something has gone wrong. We ran a full background check—criminal, eviction, income, everything—and one of the reports came back clean when it absolutely should not have.
Per Innago’s instructions, I contacted TransUnion Rental Screening Solutions. They located the report, but because there’s a discrepancy, they told me I now need to reach out to Assurant. I called Assurant, but there’s no one available to speak with directly, so I had to leave a message.
I don’t understand why I’m being bounced around like this. Why isn’t Innago assisting with an issue involving a service they provide through their own partner, TransUnion? This runaround is unreasonable. I use Innago specifically for ease of use, and this situation is really damaging that experience.
Reply by Alex Toffler
Hey Nathaniel,
We're very sorry to hear this has been frustrating and that is not what we want at all.
Have you reached out to our Support Team yet regarding this specific application then? We will need to look into the specific individual person to see what is going on here. There is a always a chance the applicant entered in something wrong too, but I cannot be certain without looking into this person's application.
They should be able to give you more insight on this in particular, and I will pass along your sentiment as well. We definitely do not want to just keep giving you runarounds, and our apologies again for this experience.
Reply by Nathaniel Callahan
Support is aware. We'll see what happens.