Thanks for your reply, Jeff. We also have rental criteria that we follow ( and share with all applicants), and in the past I have made an exception for a renter not meeting ONE of the criteria (bad credit). However, in that case, as you suggested, I also required first and last month's rent in addition to the deposit, and the renter had lots of money in savings.
With the current applicant, however, since they have bad credit, no savings, a past criminal record (many years ago) and a recent eviction due to not being able to work (and thus not being able to pay the rent), I ended up issuing an adverse action denying their application today( It was just too many things against them for me to feel comfortable renting to them). I also felt that asking for a double deposit PLUS first and last month's rent would be cruel, since I know that they don't have the savings. I also received another application ( the same day) where the tenant met all of the rental criteria, so I accepted them instead.
Now the denied applicants are emailing, texting, calling trying to figure out "what went wrong". My instinct is to let the form letter speak for itself and not reply with more details. However, doing so seems cold. Would you advise ceasing communication at this point?