Resident Screening – Customer Support

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Existing Customers

Customer Service

Customer service representatives are available to assist you with any questions that you may have.

  1. Contact us by phone: 800.736.8476 and choose Option “1”
  2. Send an email to Support.

Billing Inquiries

For questions about a bill or other billing-related inquiries, please contact us.

  • Contact us by phone: 800.736.8476 and choose Option “3”
  • Send an email to Billing.

Applicant Disputes and Inquiries — FAQ

Yardi maintains a robust applicant-friendly webpage located here. The webpage contains a wealth of important and helpful information for applicants. Below are some important highlights.

What if the tenant screening report contains an error?

If an applicant believes there is an error on his or her tenant screening report, it is important to first confirm that the information submitted to us was accurate and complete. If any information provided to us was incorrect (such as the applicant’s income, the spelling of the applicant’s name, the applicant’s date of birth, etc.), the tenant screening report will likely contain significant inaccuracies. Please note that Yardi cannot correct or request further investigation of an applicant’s personal information that was entered incorrectly. These corrections must be handled by the leasing staff or the responsible property management company.

If the applicant’s personal information was entered correctly and the applicant believes other information in the tenant screening report is inaccurate or incomplete, the applicant is entitled to initiate a formal dispute.

In most cases, after the applicant has identified the information he or she believes to be incorrect, the applicant will initiate a dispute.

What Happens Next?
The process for disputing most of the information in a tenant screening report is governed by the federal Fair Credit Reporting Act (“FCRA”). A consumer relations agent will review the applicant’s dispute and, as appropriate:

  1. Contact the applicant for more information.
  2. Submit the dispute to the credit bureau (such as Experian®, Equifax® or TransUnion®) or other reporting agency that provided the disputed information.

If the dispute does not relate to information received from a credit bureau or other reporting agency, the applicant will be directed to the appropriate person who can help. In some cases, this might be the leasing staff or property management company (such as when errors are the result of incorrect personal information such as a misspelled name, incorrect date of birth, missing income information, etc.).

How long does a dispute typically take?
We understand that when you are considering a rental applicant it is important to resolve questions quickly. Although the credit bureau or other reporting agency generally has 30 days to investigate disputes, some disputes may be resolved in less time.

Office Location

400 5th Ave., Suite 120
Waltham, MA 02451
Telephone: 800.736.8476
Fax: 781.290.0687