ComplaintsforOn Q Property Management

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is ***********************, I was a previous resident/renter of a townhome owned by OnQ Property Management. I was living there with two other roommates beginning on July 8th, 2022. With an original lease start date of June 8th, 2022. After being denied a tour of our specific unit for weeks prior to move in, OnQ allowed us to tour the property 48 hours prior to our lease start date. To our surprise, there were maggots in the fridge, house smelling of urine, large holes in the drywall, doors broken off the hinges, etc. We have images of all damages noted (see attached). We called the property management team and notified them of the state of this home. OnQ was completely surprised and said they would fix the damage BUT would have to change our move-in date 30 days to July 8th, 2022. We did not receive any reimbursement or compensation for this last-minute notice. Upon move in we had tons of maintenance issues in which we wrote maintenance claims for. We have documentation of all maintenance completed. At the time of move in we paid a security deposit of:$3, ****** (75% Refundable and 25% Non-Refundable Admin Fee).Thus, expecting a refund of $2, ******. Our lease came to a close on July 21st, 2024 in which we deep cleaned the home, repaired/painted over any holes we made from picture frames etc., and hired a professional carpet cleaner to ensure all floors were up to standard. We went with the inspector at the final walk through who vocalized that our home was the cleanest he had seen. Today on August 9th, 2024 we received an email from OnQ outlining that we will only receive a refund of $427.69. The breakdown is as follows:Security deposit: $2,****** Work Order Charge Move Out Repairs: - $462.94 Paint touch up interior: - $1,500 Total refund: $427.69. A similar situation happened to our neighbors (a previous tenant in this townhome community) who also disputed their claims.

  

  Business response

  08/13/2024

  Hey *****,

  Thank you for communicating with our team and we'll keep you posted on the situation. Thanks again.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2024, I have reported a horrible smell from the dishwasher which I do not use. A technician has been sent out 4 times to review the issue. I was charged 5/3/24 charged $145 and 5/29 charged $172.23 additional amounts to my rent. The first two technicians said there was something in the drain and also that the garbage disposal was not a disposal and it was only for aesthetics. I continued to ask the property manager to fix the issue as the smell is horrible. In May a plumber was finally sent out who advised the dishwasher was installed incorrectly and there is a high low device that is missing which is causing the sink to drain into the dishwasher. He took pictures of the black moldy water, the rusted out baskets in the dishwasher and the filter that is clogged and no longer usable due to the sludge in the dishwasher. He ran the dishwasher while he was here and stated he is going to recommend a replacement as the unit is not safe to use and is contaminated. This issue has been ongoing since I moved in in October 2023. The house smells like dead bodies. I have to run a cycle daily with vinegar and baking powder due to the sink draining into the dishwasher. The property manager sent another tech out afterwards who stated it was just something in the disposal - the disposal they said is not a disposal. The smell continues and the property manager does not understand the sink continues to drain to the dishwasher causing the smell. When you use the non-garbage disposal is ***** back up all the black sludge from the dishwasher. They think this is clearing and fixing the issue when this is clearly a missing high low valve/drain that is needed so that the sink drains to the actual drain and not the dishwasher. I have sent numerous emails, text messages and made calls all to no avail.

  

  Business response

  08/02/2024

  Thanks for speaking with us about this situation, ********! We totally understand the frustration and we'll continue to work on it and hope things are resolved quickly.
  
  If you have any further questions about this, please feel free to reach out to ******! Thanks again.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon Move In Homeowner Left List of Repairs. On Q Property Manager Told Me He Died and To Make repairs at my own expense. As A New ********** Services Provided are unacceptable and Auditing is Essential. The Reviews On Yelp can validated some of my experience. I also seeking full refund as this company also took 450 from my deposits for paint and professional cleaning. I left no damages and place was empty.

  

  Business response

  06/24/2024

  Hey ***,

  Thanks for reaching out. We spoke with you today and appreciate you taking the time to talk. Have a great day!

   

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired On Q to manage my property at ************************************************************* that time they placed 1 tenant: *************************, in fall 2022. The first year was acceptable, during the second year following a lease renewal I discovered that On Q allowed ***** to sublet the house to 3 other people and was essentially renting the house by the bedroom. That violated the *** rules and as a result the tenant recieved many parking fines over the year. Also during that year the tenant was not maintaining the property, requests to my property manager were never acted on and I did not renew the lease and let it expire in February 2024. At that time I documented significant damage to the property caused by the tenant and had it repaired by a contractor. I provided pictures and quotes to On Q totalling a little over $3,000, and work was completed in March 2024. At that time On Q cancelled my account, but never refunded me for repairs out of the security deposit. The person managing my property left On Q as an employee the following day, also in March. It's mid June at this point and I just want a resolution to move on with my life.

  

  Business response

  06/14/2024

  ********,

  We are having our accounting team pull the records from your account so we can review them and discuss the situation with you. We're sorry to hear you were so disappointed with your experience. 

  You can reach out to  our Customer Experience Advocate, Shanace, at any time if you have further questions. 

  ************;*********
  *****************
  ************

  Customer response

  07/27/2024

  I filed a previous complaint with BBB where the company stated they were pulling accounting records to resolve. I have not been able to get into contact with that person at On Q and never recieved any information from them on the accounting for **********************************************************. OnQ was my property manager, and after the last tenant moved out in February OnQ told me several times that the tenant would be put on a payment plan for the monies owed and for the repairs to the property, that the deposit would be used to cover back and late rent. I have recieved no confirmation from OnQ that this occurred and my property manager immediately left the company shortly after the tenant moved out. My account was also cancelled with OnQ shortly after that, without me telling them to do so. I would like an accurate accounting and information if I need to *** the tenant, property manager, or take a tax loss to resolve this situation.
  

  
  

  

  Business response

  07/29/2024

  Hey ********,

  You can reach out to ********************** and she make sure you get the documentation you are requesting. Thanks!

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  our cleaning deposit was not returned. we own a cleaning business and cleaned this property thoroughly. the statement from the management was fabricated by the management company and false. this was an effort to retain the security deposit that only the the rental management benefits from.

  

  Business response

  04/22/2024

  Hey ****,

  We'd love to take a look at your situation, but we can't find you in our system based off the information provided. Is there a different name the account would be under? Or if you provide us with the address of the property you rented we could look it up that way.

  You either email us at ***************** or reply on this platform. Thanks!

  Customer response

  04/22/2024

  the correct name on the lease *********************** and *************************. the leased address is ************************************* 

  

  Business response

  04/30/2024

  Thank you for speaking with our team! We'll continue to work towards a a solution and will remain available if you have any further concerns or questions.

  Customer response

  05/02/2024

   

  this issue has not been resolved due to the fact that the hole deposit was not returned. the management company sent old pictures and are not accurate. the pictures sent to the homeowner were from a previous tenant, we are requesting that all of the deposit be returned. the total balance owed is 450.00.  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against OnQ Property Management for failing to communicate, imposing unauthorized fees, and illegally withholding funds. Despite several attempts to address these issues directly, their non-responsiveness has forced me to terminate our agreement and demand the immediate return of all improperly held funds.Key Complaints Include:Lack of communication affecting property management.Unauthorized fees charged without prior disclosure.Illegal retention of funds without justification.I have formally notified OnQ Property Management of the termination of their services, effective 30 days from now, and requested the immediate return of my funds. Additionally, I have instructed them to inform the tenant of their termination as property manager and to cease all future charges.Given their refusal to address these grievances, I seek the BBB's assistance in resolving this matter, ensuring the return of my funds, and holding OnQ Property Management accountable for their actions.Thank you for your attention to this issue.

  

  Business response

  02/08/2024

  Hee Do Park,

  Our team will continue work with you to find a satisfactory resolution for all parties. Thank you for sharing and please do not hesitate to reach out. In addition, you can always reach our Customer Experience Director, ********************************* at **********************.

  Thank you.

  Customer response

  02/08/2024

  They did not provide any resolution.  They charged fees to me and my tenant without my permission.

  

  Business response

  02/13/2024

  We're sorry to hear that you are still unsatisfied. We understand there has been some difficulty getting in connected, but in order to discuss your situation we'll need to have a phone call or email conversation.

  We'd love to discuss this further with you, so please feel free to reach out to Kelsey ****** at  ************ or *********************.

  Customer response

  02/14/2024

  Onq did not repay the amounts they charged by using my property without my permission.

  Also, they did not reach out to me regarding this issue either.

• Initial Complaint

  12/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lived in a rental home through ***** for 4 years. We purchased a home and moved out 11/30/2023 after 4 years of being exceptional tenants and paying rent on time every time or early. The day after our lease ended we were told by *************************, they picked up a package that had accidentally been sent to the house and that I needed to come get it from their office. Thats was all I was told. With moving and it being the holidays it slipped my mind until 12/20. I reached out to let them know I was coming to get it and they told me they threw the package away. Without any warning or giving me a date I needed to come and get it, they threw my package away. I didnt realize it was an important package (thats my fault), I thought it was going to my address and had been delayed with holiday mail. It was worth $150. All they told me was I had a package and I should come pick it up. I was never told a date to get it by or a warning they would just throw it away.

  

  Business response

  12/31/2023

  *********,

  We're sorry to hear about this unfortunate situation and we'd be happy to discuss it further with you. If you would like, you can reach out to our Director of Property Management, *********;******* at ************** or through his direct line at **************.

  Thank you.

  Customer response

  12/31/2023

  I already contacted ********************* on 12/20/2023, he did not return my call. So, whats the next option?

  

  Business response

  01/03/2024

  *********,

  **** has informed us that he spoke with you and that a resolution was reached. Thank you for taking the time to reach out and we wish you the best of luck in the future.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I rented ******************************* ******************* home from the original owners for over 6 years. The last year OnQ took over lease. First they are stating that there are issues of wear and tear after the move out with a bill over 3k.Lets start by stating that not only is the original lease and OnQ lease agreement doesnt explain any responsibility in ie paint, carpet etc.We lived there for 4 weeks with no air conditioning when it was 105, degrees causing us to stay in a hotel.Leaking sprinklers causing holes in the dirt, and paint that cannot be matched to the original paint because of the existing paint is from 2012.The carpet way over the date of manufacture replacement date.But most desturbing is both parties did not complete a pre move in installation and therefore have no evidence of prior renters condition, OnQ is completely reaching out for non legal arguments on this property and to even ignore my response sent in to argue the claim, but instead send a letter stating they will report it to collections on our report is merely a rude response to try to force a payment regardless of guilt, That is clearly stating that theres no legal liability because of the lease agreement with no understanding of cost responsibilities over wear and tear, especially when the house was built in 2012

  

  Business response

  12/11/2023

  Mr. ********, 

  Unfortunately, the disposition we sent is accurate. In addition to the damage in the home that was far beyond normal wear and tear, there is still unpaid rent on the balance. We understand this is frustrating, but the amount you owe is based on a compromise with the property owner.

   

  Thank you for your understanding and we wish you the best of luck.

  On Q Property Management

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a series of unfortunate events that have been causing me significant distress, and inconvenience regarding my rental payments and the treatment I have received from On Q property management.To provide some context, on August 1st, while I was out of the country, I attempted to make a payment through their online portal, but encountered technical difficulties. An employee of On Q has informed me that the issue may have been due to my IP address being outside the country, and mentioned that similar problems had occurred before. It was only upon my return to the country on August 6th that I discovered a $150 late fee had been charged to my account, despite the payment delay not being my fault. In an effort to resolve the matter swiftly, I decided to pay the fee and move forward.On August 7/8th, I went to the On Q property office to drop off a check, as I had to leave the state once again. Unfortunately, the property manager agent was unavailable at the time, so I explained the situation to a female staff member at the front desk and handed over the check which she accepted. Surprisingly, it wasn't until August 11th that I received communication from the office, informing me that personal checks were not accepted, and only money orders were valid forms of payment. I was taken aback by this revelation, as the employee at the office had accepted my check and held onto it for four days before notifying me. I immediately informed ******, my property manager, that I was out of state and would be unable to make a payment until I returned in a few days.Upon my return on August 16th, I promptly delivered a money order to the office. However, to my dismay, I discovered that an additional $350 late fees had been charged to my account since the payment was made on the 16th. I promptly emailed On Q property management, explaining that I should not be subjected to further late fees, as they had received my payment on the 7th and had accepted my check at the office, holding onto it until the 11th without notifying me. I also requested for a manager to contact me regarding this matter, but regrettably, I did not receive any response.On September 1st, when I attempted to make my payment online, I encountered further difficulties. The system had added the $350 to my outstanding balance, and there was no option to pay it online. By the time I returned to town, an additional $450 in late fees had been added, along with the $350 and an eviction notice and a court date, all without any prior notification from On Q property management. In an effort to mitigate the situation, I promptly paid the monthly rent that was due and once again reached out to On Q property management to address the recurring late fee issue. Unfortunately, I did not receive any response from them.To my dismay, the same pattern repeated in October, with another $450 in late fees and an eviction notice being added before the 15th of the month. Despite my repeated explanations that I am only in ******* for one week each month and can only make my payment online, and that they need to fix the problem so I can make my payment online on the 1st. I have been continuously harassed by On Q property management and the property owner. I have consistently paid my agreed rent without a single ***** missing, yet I am now being asked to pay nearly $2000 in late fees due to their decision to hold onto my check and delay notifying me about the requirement for a money order. It is also concerning that the property manager, ***********************, never returns my calls or notifies me of eviction notices, which is against the law in *******.This ongoing situation has caused me an immense amount of stress, both at work and in my personal life. It has significantly impacted my well-being, leading to increased blood pressure and feelings of depression due to the incessant eviction harassment and the lack of communication from On Q property management.I kindly request your assistance in resolving this matter promptly and fairly. I appreciate your attention to this matter and look forward to hearing from you soon.

  

  Business response

  12/11/2023

  We are reviewing the information provided here and are happy to speak further with you about the situation. If you'd like to speak with some one on our team, you are more than welcome to reach out to ************;*********, our Customer Experience Advocate, at ************ or **********************.

  Thank you for taking the time to share your feedback.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This property management company is TERRIBLE and the WORSE company Fraud and ***** headed by ********** who robs and cheats his clients the company is money hungry!!!! Outstanding balance of about $6000- I have not received the promised refunds for expenses that were incorrectly charged to our account . All the expenses were borne by me in fact ******* the property manager once told me to move out of this company as it is a fraudulent company i was with them for 10 yrs oblivious of the term they were working with.*****, & **** who managed again dilly dalying about this money extraction by these crooks they moved out of this company I got a severe heart attack and had to be hospitalized i have suffered mentally by this main ******************* I'm going to pursue it legally and also get housing authority involved as well as consumers grievance

  

  Business response

  11/29/2023

  We're sorry that you are unsatisfied, ****. As we have discussed with you, we cannot charge a former resident for the full cost of the flooring replacement or wear and tear. We know this is not the answer you want to hear. Thanks for the feedback and best of luck to you.

  Customer response

  12/11/2023

  I was oblivious of their mismanagement they continued to manage my property according to their whims and fancy incurring repetitive repairs and expenses without my approval and took no responsibility of their mistakes.
  They have been my property management company since 12yrs. I changed in October 2023
  This switch was on the behest of the management company ways.
  I request that an enquiry be conducted and On Q be held responsible and bear good the losses incurred to me and also thrive on their business cheating people
  Lease 13Jul 2018 for $1750  they are quoting **** diff             $200
  ******,M:2044 WMEGANST:Mammoth ******************** $109
  Pool Cleaning Mammouth                                                            $135
  Pet deposit                                                                                   $250  
  Security Deposit                                                                           $300      Blind Install - Vertical- Master Bed.                  $214.99
  Cover Plate- Garage                                                4.99
  Light Switch Replacement.                                  33.65
  Service Fee.                                                           85.00
  Blind Install - Vertical- Bed 2                              174.99
  Blind Install - Vertical- Bed 3.                              174.99
  HVAC Filter                                                            15.99
  Smoke Detector Replacement.                              119.97
  Move Out Cleaning                                               310.00     
  Large Trees/Plants need service                            375.00
  Carpet and Pad Installation {INDIGO}.               2993.75
                                                                              -----------------
                                                                                4503.32
                                                                              ------------------
  I had agreed to get the carpet replaced only which they quoted $3600 
  which I transferred and the cost is 2993.75     diff owned to me.        $607
  and the above charges of $1509.57 charged work declined by me and
  also nothing was done by them i got it  done  by myself                                 1509.57
  Move out repairs charged                                                                                $868.65
  when i switched to another property management security deposit
  $2875  returned  $2155  diff witheld                                                              $720.00
  Security deposit withheld                                                                               $1750.00
  Total due                                                                                                    ------------------
                                                                                                                        $6449.22
                                                                                                                    -----------------
  Just to expose the cheat the owner ******************* who agreed to sell my
  house as my health was deteriorating  and 3 months he sat on it vacationing with no results i put back for rental as it is my source of survival...******* and ***** working with them who were dealing my case was removed  then ******************* who knew nothing was innocent and did not know how to deal with these crooks hence left the company before i changed them .
  Before he send me a expense sheet which shows cost much lesser than charged without doing anything as below
  AC Filter - $15.99
  Cover Plate - Garage - $4.99
  Light Switch Replacement - $33.65
  Smoke Detector Replacement - $119.97
  Move out Cleaning - $310.00
  Blind Install - Slats Master Bedroom - $34.99
  Blind Install Vertical Slats - Bed 3 - $34.99
  Blind Install Vertical Slats - Bed 2 - $34.99
  Plz bring succour to me and refrain this cheat to act with other
  clients without malice and cheat them..I will be pursuing it with
  AZ ********** of **** Estate , AZ ****************** Complaints of property management service ...
  Thanks
  ********************;
  **************

  

  Business response

  12/11/2023

  We know you are frustrated with the situation, ****. There is no reason for this devolve into name calling; ******************* has tried to work with you and help resolve this situation to the best of his ability and within the confines of what we can legally and morally do. We appreciate you taking the time to share your feedback. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩