Fraudulent Charges
Even though I requested the lowest tier background check when I went to pay the cost was higher than it stated it would be and when my tenant went to fill out the screening it included questions that would have only come from the higher tier. Although the tenant finished filling out all the questions in front of me and it said that it was waiting on the landlord to review, my portal showed it was waiting on the tenant to review. Given the time sensitive nature of an urgent move in I chose to pay for TransUnion smart move and attempt to get a refund from Innago since they charged me the wrong tier and their platform appeared to have gotten stuck on a critical step when I needed something that was timely. The TransUnion background check went through just fine and very quickly but Innago refused to refund stating that essentially they already ran the report even if it wasn't available to me and since they did the work and got charged for it they weren't going to refund me regardless of charging me for the wrong thing and the website being functionally useless so I never got the report.