AppFolio Consumer Relations Team (Customer Webinar)

The Consumer Relations team is dedicated to helping all needs regarding AppFolio screening services and reports.

For consumers we help provide copies of screening reports and answer questions about the data, and if needed, will help with disputes to ensure the most accurate reports possible.

For our customers we help answer questions about screening functionality, the source data, and uses of screening reports.

1. AppFolio Consumer Relations

2. 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. 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. Ask Questions….Please :-) Send Your Questions in the “Questions” Pane of the GoToWebinar Panel on the Right Side of the Desktop

5. 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. Understanding Consumer Relations

7. 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. Consumer Relations in the Leasing Flow Consumer Wants Copy Consumer Dispute Property Manager Has Questions On Report

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

10. 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. 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. Please contact us anytime at : consumer.relations @appfolio.com (866 ) 359- 3630 www.appfolio.com /consumer

13. Screening Report Overview

14. 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. 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. Screening Report: Areas of Possible Dispute Consumer may want to dispute or inquire about the following sections, which is why they call Consumer Relations: Credit Summary Rental Payment Summary Eviction History Criminal History 1 2 3 4

17. 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. 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. 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 [email protected]

20. Screening Report: Eviction History Based on addresses and names Consider reasons for duplicate listings

21. Screening Report: Criminal History Based on name, DOB, address, aliases (no SSN) Each court may independently decide what to report and how

22. Best Practices

23. Best Practice: File Disputes Quickly www.appfolio.com/consumer [email protected] [phone] We will ask for: Copy of ID Signed explanation of request Full name Current address DOB SSN Phone Number Email address Note : No PII over unsecured email

24. 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. 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. FAQ’s

27. 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. FAQ’s Is is a hard or soft inquiry on a credit file? It is a hard inquiry

29. 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. 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. FAQ’s How 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 [email protected] . 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. 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. Summary

34. 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. 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. Questions Please contact us anytime at: www.appfolio.com /consumer [email protected] (866 ) 359- 3630 Thank you – we look forward to hearing from you!

37. AppFolio’s 3 rd Annual Conference www.AppFolio.com/conference

38. It ’ s a Great Time to be In Property Management We Look Forward to Working With You to Achieve Success

39. Thank You