We had a very frustrating experience with Baird & Warner Naperville during a recent rental application process.
We toured a rental property with Kevin Beallis and submitted a full application in early December 2024, including income verification, rental history, credit checks, and pet verification that was still valid (within 30 days) from a previous application we'd submitted to a different company.
Communication throughout the process was slow and inconsistent. We were initially passed over for another applicant who we were told submitted an application the same day, despite the property having been on the market for several weeks. Two weeks later, we were contacted and informed that the other applicant had declined the home, and B&W asked whether we were still interested.
After confirming that we were, we were told we needed to reapply through B&W's portal due to "missing information" in our original application. Kevin said they needed our rental verification, but we had already provided that via a tenant ledger. Follow-up emails requesting clarification went unanswered. Concerned about losing the opportunity, we submitted new applications through the portal and paid $75 per applicant, in addition to a $25 fee to verify our ESA letters.
We then experienced several more days without communication. Kevin was largely unresponsive to emails, phone calls, and text messages. The only way we were able to obtain updates was by contacting the Baird & Warner office directly and asking another staff member to reach him.
Eventually, we were informed that the property owners had been out of the country, which would have been helpful to know earlier. After reviewing our application, the owner expressed concern about a portion of our freelance income and requested a double security deposit, despite our excellent credit and strong rental history. We were given no flexibility and ultimately agreed to the owner's terms. We then received written confirmation via email that our offer was accepted and began discussing move-in details.
At that point, Brett Kendrick was looped into the conversation and informed us that another application had been submitted and that the owner would now consider that applicant instead.
The repeated delays, lack of communication, changing conditions after acceptance, and reopening of the application process felt unprofessional and left us feeling strung along after significant time, expense, and effort.
After nearly a month of uncertainty, we withdrew our offer and decided to move on. Prospective renters should be aware that even after meeting all requirements and receiving written acceptance, the process may still change unexpectedly.
Although we understand that application fees are typically non-refundable, we requested a refund given the circumstances. Brett responded that there was nothing to refund and neither him nor Kevin offered any acknowledgment or resolution regarding the experience.
Over the past 25 years, we have been renters, homeowners, and property managers ourselves, and this was the most disorganized and unprofessional rental experience we have encountered. read more