1 2015 © AppFolio, Inc. Confidential.

AppFolio Consumer Relations

2 2015 © AppFolio, Inc. Confidential.

Presentation Details

Team: Dianne Krahenbuhl, Caitlin Jasper, Isabelle Meyer Stapf, Todd Smith

Duration: ~1 Hour

Recording: Webinar is Recorded, You will Receive Link

Follow-Up: Email will be Sent within 48 Hours

3 2015 © AppFolio, Inc. Confidential.

Agenda• Introduction – AppFolio Consumer Relations

• The Role of Consumer Relations in the Leasing Flow

• Let’s Look at a Screening Report

• How to File a Dispute / Investigation

• Best Practices – Communication & Compliance

• Questions

4 2015 © AppFolio, Inc. Confidential.

Ask Questions….Please :-)

Send Your Questions in the

“Questions” Pane of the GoToWebinar Panel on the Right

Side of the Desktop

5 2015 © AppFolio, Inc. Confidential.

FAQ’s

Is this being recorded, can I access this information later?

• Yes, it is being recorded and you will receive a follow up email with link to recording and presentation within a two days

• You can also access information in the help file

6 2015 © AppFolio, Inc. Confidential.

Understanding Consumer Relations

7 2015 © AppFolio, Inc. Confidential.

AppFolio Consumer Relations

Why are We Here, What do We Do?

• CRA = Consumer Reporting Agency

• FCRA = Fair Credit Reporting Act:• Disclose screening reports to consumers upon request with consent

• Investigate disputed information

• Correct or delete inaccurate information

• Provide general guidance and help on information reported

AppFolio Consumer Relations is here to help the consumer (applicants) and our property manager customers (you) with these situations.

8 2015 © AppFolio, Inc. Confidential.

Consumer Relations in the Leasing Flow

Consumer Wants Copy

Consumer Dispute

Property Manager Has Questions On Report

9 2015 © AppFolio, Inc. Confidential.

Why do Consumers Contact AppFolio?AppFolio is the provider of the information in the screening report

10 2015 © AppFolio, Inc. Confidential.

Consumer Relations: Common Reasons to Contact• Request a copy of a screening report

• Dispute information related to:

• Credit• Rental History• Criminal • Eviction

• General inquiries:

• Permissible Purpose (i.e. signed rental application)• Clarify where information is on the credit report• Understand why a credit score was not found

11 2015 © AppFolio, Inc. Confidential.

Consumer Relations: Notes

• AppFolio will respond to a consumer request within 5 days

• Most requests are resolved within 7 to 10 days – we are required to have a resolution within 30 days

• Statute of limitations exists for information provided in reports

12 2015 © AppFolio, Inc. Confidential.

Please contact us anytime at:

consumer.relations@appfolio.com

(866) 359-3630

www.appfolio.com/consumer

13 2015 © AppFolio, Inc. Confidential.

Screening Report Overview

14 2015 © AppFolio, Inc. Confidential.

Screening Report Overview• Completely built into

your AppFolio account

• Instant results

• No phoning, faxing, waiting

• Designed to be easy to read

• Retained as part of tenant record

15 2015 © AppFolio, Inc. Confidential.

Screening Report Overview, Cont.• Two main sections:

• Summary section at top with high level overview of results

• Details section down the page with in-depth details separated into sub-sections

16 2015 © AppFolio, Inc. Confidential.

Screening Report: Areas of Possible Dispute• Consumer may want

to dispute or inquire about the following sections, which is why they call Consumer Relations:

1. Credit Summary

2. Rental Payment Summary

3. Eviction History

4. Criminal History

1

2

3

4

17 2015 © AppFolio, Inc. Confidential.

Screening Report: Applicant Information• IMPORTANT: The information on the tenant Rental Application and supporting

documents (personal ID, etc.) need to match what is in the Applicant Information section of the screening report to ensure an accurate match

18 2015 © AppFolio, Inc. Confidential.

Screening Report: Credit Section• Summary & details

sections

• FICO score – reading and interpretation

• How to view trade lines

• AppFolio report also highlights negative trade line items in Summary section

• A note on updating this section after a dispute

19 2015 © AppFolio, Inc. Confidential.

Screening Report: Rental History• Pulls data from Experian

RentBureau database – helpful to inform rental decision

• Provides insight into applicants’ past rental payment history

• Does not negatively impact credit, but can help if rent paid on time

• help.appfolio.com – RentBureau Webinar

• screening@appfolio.com

20 2015 © AppFolio, Inc. Confidential.

Screening Report: Eviction History• Based on addresses

and names

• Consider reasons for duplicate listings

21 2015 © AppFolio, Inc. Confidential.

Screening Report: Criminal History• Based on name,

DOB, address, aliases (no SSN)

• Each court may independently decide what to report and how

22 2015 © AppFolio, Inc. Confidential.

Best Practices

23 2015 © AppFolio, Inc. Confidential.

Best Practice: File Disputes Quickly

www.appfolio.com/consumer

consumer.relations@appfolio.com

(866) 359-3630

We will ask for:

1. Copy of ID

2. Signed explanation of

request

3. Full name

4. Current address

5. DOB

6. SSN

7. Phone Number

8. Email address

Note: No PII over unsecured email

24 2015 © AppFolio, Inc. Confidential.

Best Practice: Communicate• The best way to avoid

conflicts and confusion is with communication

• Be sure to understand your responsibilities regarding FCRA

• Follow up verbal communications with written summary for confirmation of understanding

• Engage AppFolio to assist

25 2015 © AppFolio, Inc. Confidential.

Best Practice: Stay In Compliance • Requirements for “Due

Diligence”

• Requirements for getting “credentialed” for credit data

• Screening guidelines – “re-screening,” employees, etc.

• Getting a signed rental application: permissible purpose

• Requirements for keeping documents on file: 6 years

• Checking ID: data matches on application?

26 2015 © AppFolio, Inc. Confidential.

FAQ’s

27 2015 © AppFolio, Inc. Confidential.

FAQ’s

Where does AppFolio obtain information for screening reports?

• AppFolio obtains credit information from the credit bureau Experian. Criminal and eviction data is pulled from hundreds of national, state and county courts across the United States.

28 2015 © AppFolio, Inc. Confidential.

FAQ’s

Is is a hard or soft inquiry on a credit file?

• It is a hard inquiry

29 2015 © AppFolio, Inc. Confidential.

FAQ’s

How are the criminal records matched?

• They are matched using a combination of the following items:

• First name, last name, DOB (if provided by the courts), any aliases used and areas where the applicant has resided.

• Criminal records are not matched using a SSN.

30 2015 © AppFolio, Inc. Confidential.

FAQ’s

What if criminal and/or eviction information is omitted from the report?

• Every court jurisdiction in the United States can independently decide if they are going to electronically report criminal/eviction data to a bulk data base, from where we can buy the information.

• The courts can also independently decide how much of the data they will report.

• If a criminal or eviction record is omitted from the report there is a good reason for it. We can file an investigation with the court data providers to determine why the information was omitted from the report.

31 2015 © AppFolio, Inc. Confidential.

FAQ’sHow can an applicant obtain a copy of their resident screening report from AppFolio?

• To receive a copy of their screening report, please have them contact AppFolio's Consumer Relations at 866 359-3630 or connsumer.relations@appfolio.com.

• We’ll mail a copy of their screening report via regular US Postal mail and they can expect to receive it within 10 business days of their request.

32 2015 © AppFolio, Inc. Confidential.

FAQ’s

What if the information that appears on a screening report is incorrect?

• AppFolio is dedicated to providing accurate, up-to-date credit and background information. If you believe information on the screening report is incorrect, we encourage you to take the necessary steps to file an investigation with our Consumer relations team.

33 2015 © AppFolio, Inc. Confidential.

Summary

34 2015 © AppFolio, Inc. Confidential.

Summary• Introduction – AppFolio Consumer Relations

• The Role of Consumer Relations in the Leasing Flow

• Let’s Look at a Screening Report

• How to File a Dispute

• Best Practices – Communication & Compliance

• Questions

35 2015 © AppFolio, Inc. Confidential.

Action Checklist

Action Who When

Review Your Current Consumer Relations Practices You Today ☐

Identify Any Areas for Changes / Improvements You Tomorrow ☐

Contact Us with Any Questions, Anytime! You Thursday ☐

36 2015 © AppFolio, Inc. Confidential.

Questions

Please contact us anytime at:

www.appfolio.com/consumer

consumer.relations@appfolio.com

(866) 359-3630

Thank you – we look forward to hearing from you!

37 2015 © AppFolio, Inc. Confidential.

AppFolio’s 3rd Annual Conference

www.AppFolio.com/conference

38 2015 © AppFolio, Inc. Confidential.

It’s a Great Time to be In Property Management

We Look Forward to Working With You to Achieve Success

39 2015 © AppFolio, Inc. Confidential.

Thank You