Pushback from potential tenant after background check results

[Peter Van der Steur]

We are new at this. We did a background check on a potential tenant which came back as a "Moderate High Risk" person for renting. We informed this person that, based on this result, we could not rent to them. We sent money to reimburse them for the background check fee. This person is quite upset and does not believe there could be anything wrong with the results of their background check. We will send them an email telling them they can access and see the results for themselves. Any further wisdom/advice?

[Nathan Gesner]

I do not justify my decision with applicants and I certainly do not refund their fee! My marketing makes it very clear the fee is 100% non-refundable, for any reason. Why do you feel guilty when they're the ones that failed?

The screening services I've used all provide an Adverse Action Letter which is fairly generic and very business-like. It says the applicant failed to meet the screening criteria and how they can request a copy of their screening results through the provider. This makes it very simple and takes you out of the loop.

If the applicant demands to know more, you point them to the letter and stop communicating. You don't refund their application fee. You don't accept more documentation and become judge and jury. It's over, they failed, you move on.