When are you open?
Client Services are available:
- Monday – Friday 6am – 5:30pm PT
- Saturdays 10am – 4pm PT
Why is On-Site Manager Inc. appearing as an inquiry on my credit report?
On-Site is a vendor to the apartment industry and one of the services that we offer is resident qualification. The line item on your credit report noting an inquiry from “On-Site Manager Inc.” indicates that an apartment we service submitted a credit inquiry about you using our software.
If you feel that this inquiry was made in error, first answer these questions:
- Did you apply to an apartment, potentially the apartment you’re currently living at, around the time of the inquiry?
- Did you sign as co-signor/guarantor for anyone else’s application around the time of the inquiry?
- Was your lease up for renewal around the time of the inquiry?
- Did you apply for employment at an apartment around the time of the inquiry?
If you answered yes to any of the above questions then in all likelihood an apartment we service submitted a credit inquiry about you using our software.
If you answered no to all of the above questions then you may dispute the inquiry by submitting a written request with a photocopy of your government-issued ID to On-Site Renter Relations. Qualifying forms of identification include but are not limited to: passport, driver license, state ID, military ID, and social security card.
How do I request a copy of my screening report?
If within the last 60 days you’ve been denied housing or have had any other adverse action taken against you based on information furnished by On-Site to the property at which you applied, you are entitled to a free copy of your screening report.
You may request your free screening report by:
- Contacting the property at which you applied.
- Calling On-Site Renter Relations at (877) 222-0384.
- Faxing or mailing a written request along with a photocopy of your government-issued identification; e.g. passport, driver license, state ID or military ID.
You are also entitled to a free copy of your credit report annually from each of the nationwide credit reporting companies: Equifax, Experian and TransUnion, which you can obtain from www.annualcreditreport.com, the only official source for the free credit report to which you’re entitled.
How can I dispute information contained in my screening report?
If you’re an applicant and you believe that information contained in your screening report is inaccurate or incomplete, please contact On-Site Renter Relations at (877) 222-0384.
- Monday – Friday 6am – 5:30pm PT
- Saturdays 10am – 4pm PT
Alternatively, you may mail the completed consumer dispute form along with accompanying proof of your claim.
How can I remove the social security number warnings on my screening report?
Social security number warnings can only be removed by contacting the credit bureau that is reporting the warning directly. For further information please contact the applicable credit bureau(s).
Is the rental score I received from On-Site the same as my credit score or FICO score?
The term “credit score” sometimes refers to your FICO score, a number designed for banks and other lenders to aid in determining your loan suitability. Generally speaking, the higher your score, the more money you can borrow and the less you will pay for the loan. We do not use the FICO score to determine your rental score, but the data used to determine your FICO score may be shared with the data used to determine your rental score. Click here to learn more about your rental score.
How is the rental score I received from On-Site determined?
Your rental score can result from information found in your credit report, criminal history, references and application data. Such information may include your history of paying bills & rent, the accounts you have, collections & delinquencies, income and debt. Click here to learn more about your rental score.
What can I do to improve my rental score?
Your rental score may change if the underlying information it is based upon changes. To improve your rental score, concentrate on paying your bills on time and removing any incorrect information. Your chances of approval should also improve if you apply for an apartment with lower monthly rent. Click here to learn more about your rental score.
I was filling out an online application but wasn’t able to complete it. I then started a new online application and received a warning for duplicate information and that my credit card may be charged twice. Why is this?
For security reasons, you have a limited amount of time to complete the application (20 minutes per page) and the application was timed out. Contact us to complete the application.
Which applicant type am I? Individual, corporate, occupant, dependant or guarantor?
- Individual — the primary resident(s) that will be physically living there and responsible for rent.
- Corporate — the name of the business on a corporate lease.
- Occupant — a minor or adult that will be physically living there but is not responsible for the rent; different screening guidelines may apply.
- Dependent – a minor that will be physically living there.
- Guarantor — an adult that is not physically living there but is responsible for rent if the resident defaults; different screening results may apply.
Why does my credit card statement indicate that I was charged twice?
Some online banking statements will show multiple transactions – usually one is an actual charge and the other is a hold. The hold will disappear from the statement. If you receive an actual monthly statement with duplicate charges, please contact us.
Whom do I contact with questions about my billing?
Contact our billing department directly at (866) 923-5209 or accounting@on-site.com.
How do I cancel my application?
Contact the property to which you applied and let them know that you wish to withdraw your application.