Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have rented an apartment under the On q management business. When we moved in, the tile was absolutely filthy. The original color is a beautiful orangey red, which we discovered after scrubbing one tile for five minutes. The entire floor looked more like a murky brown to a near pitchblack. We brought our concerns up to the property manager who has told us that its a difference in cleaning standards and if we wanted it fixed wed have to pay out of pocket. If we sent them a receipt they MIGHT look into getting us concessions. This isnt a difference in cleaning standards this is a health violation. The tile sealant has also eroded so anytime we do mop the terracotta comes up. So we cant even clean it fully ourselves.

  

  Business response

  12/24/2024

  *****,

  Our team is reaching out to you to see if we can get this situation resolved for you. Thank you.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see Word doc for complete details. Ultimately, I am seeking for compensation on the larger damages that were done, and the thousands that came out of my pocket. Wear and tear on a rental is not the issue, but having to replace a complete pool pump, pop **** and acid wash to correct an issue that On Q knew about and neglected to correct should not be put on me. Not only that but the tenants were complaining to On Q that during swim season they were not able to enjoy the pool because of the pool tech not showing up, they were informed by both parties, multiple times, and still took months to get resolved, by then the damages already done.This was not just my property, there were many neglected pools from their vendor throughout the ***********, it was a known and big issue On Q ignored.

  

  Business response

  12/24/2024

  Hey ****!

  We're happy to work with you on this. We know **** and ****** have reached out to you and we appreciate you taking the time to detail the situation with us. **** should be able to handle everything for you going forward, so if you have additional questions please don't hesitate to reach out to him. Thank you.

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a former tenant of On Q Property Management in *****, *****. I moved out on October 30. On Q has withheld my security deposit of $250 for more than ************************************************************** compliance with the Texas time allowance of 30 days. Because the deposit deductions exceed my security deposit by $38, On Q has indicated that they will wrongfully send the balance due to collections on January 1 and report to all 3 credit bureaus. This will damage my credit rating.I would like On Q to refund the security deposit of $250 before the balance due is sent to collections.

  

  Business response

  12/17/2024

  A refund check has been issued and you have no balance with On Q! We apologize for the delay and we're happy to talk anytime if you have any further questions.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The vendor moved me to three different property managers in 12 months. Owners instructions for repairs were ignored on multiple occasions after written and verbal direction was provided. Contract with *** ended at the lease termination. ***** was terminated on Nov 20 2024. Today is Dec 9th. Secured deposit and emergency funds have not been returned to the owner or former tenants. Only asked if I did not want the move out inspection service. No summary of the service or process. Keys were released to the owner on the 21 of NOV 2024. Since then two emails provided to the owner of funds released on DEC 5 th. No calls are answered or returned. Email sent on Dec 9th has not been responded to.

  

  Business response

  12/10/2024

  Hey *******,

  We processed a direct deposit for you on December 5th and it shows on our end that is has now settled today (December 10th). The total of the deposit was $1762.50. If you are not seeing this on your end, please shoot us an email at ***************** and we'll get things sorted. 

  If you have any questions about this or if there's anything else you'd like to discuss, please do hesitate to reach out! Thanks.

  Customer response

  12/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* ****
  
   
  

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to manage my property, the house needed some repairs, they failed to catch all the repairs and charge the comapny tell I had a friend go inspect my property and inform me of the damages. I requested On Q to get a bid and get it fixed. I was completely misled and over charged for the little work they did and they did not do what was told to me over the phone by the Manager ****.When I spoke with the manager and arranged these repairs, I was assured that all dings, scrapes, and paint issues would be addressed, and all items would be removed from the walls. I was quoted $461 for the work. However, only a few spots were addressed, and items like the coat hanger were not removed from the wall. I was also quoted $481 to take down all the strip lights in the rooms and fix the paint. In one bedroom, they left the lights stuck to the wall and did not fix the paint. In the room where they did remove the lights, they got blue paint on the ceiling.Furthermore, I was quoted $721 for ceiling repairs in the kitchen, with the manager indicating that this amount was necessary for drywall repair and replacement. However, all that was done was scraping and painting over the area, without any drywall repair or texturing. This is unacceptablethe paint does not match, and the work looks subpar. The repair at the top of the stairs looks amateurish at best. Additionally, I am baffled as to why the towel bar was removed from one bathroom and installed in the master bath, with an additional charge of $65.I paid them half in the amount of $1941, after my disappointment I had them stop all work and cancel the rest as they refused to do what we agreed on and wanted more money. Do to the lack of work and them holding my property hostage for 2 months and not renting it as promised I demand a full refund and all cost they charged me for the property management fees. as I have no renter in it and have to hire a real contractor to fix their mistakes.

  

  Business response

  10/22/2024

  ******,

  **** *****, our Designated Broker and *** will be reaching out to coordinate directly with you on this situation. You can always reach him at ************** or via his direct line ************. Thanks,

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 10th I gave ****** from *** $500 to pay the handyman when the work is complete. And I also sent her a list of handyman's work to do. Later on Sept 11 after a quick walk through I found the handyman left with project abandoned and the work is only partially done. So I sent ****** emails and text msgs to give part of the money. From sept 11 till sept 14, multiple emails and msgs sent to her (instruct her to give the handyman $300 instead of the full amount), but she still gave the handyman the full amount of money on sept 16, regardless of the fact that the work is not done and multiple requests/instructions from ****** ONQ ignore all the facts and refuse to give me those $200 back and terminate all of sudden the management relationship with **** want those $200 back.note in sept 18 email, the handyman ******* supposed to finish 09/06 Friday, not 09/04. typo. And there are more items not done besides the handrails but cannot upload due to size limit.

  

  Business response

  09/23/2024

  Yanyan,

  Our team will reach out to you and work to get this situation resolved to your satisfaction. We agree that you deserve a refund in the amount you requested and will work to get that processed as soon as possible. If you have any further questions, please do not hesitate to reach out.

  Thank you

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roommate and I moved into one of **************** ******************** Upon move in, we found that the house was left unclean, unsanitized, with previous owners belongings still in the home, including a DIRTY USED underwear in one of the closets (picture attached). We negotiated an early move out with the owner, and now months later, my roommate *********************** is seeing a major negative impact in her credit score because of a $6,000 charge from On Q. She immediately called On Q, they apologized and said she could dispute this charge and that they would send us an email describing that this was a mistake. An email was never sent. We both tried to call back and were met with so much hostility because of our "one star ****** review". ************************* is the property manager we have been dealing with. Not to mention that they charged us a a non refundable "holding retainer fee" of over $2000! (also attached is the initial agreement) they told us that if we ended up not wanting the property, we would lose the $2000, because it was non refundable. Basically trapping us into renting this home. The home had many issues apart from the mess it was left in. the mirrors were so faded, we couldn't use them, carpet was stained, appliances were not plugged in properly causing a huge flood due to the washer. in conclusion, we just want the 6k collection to be taken off our credit report and for this company to stop scamming people. Renters should be aware of what they are getting into with this company and based off their reviews, we are not the only ones they have done this to. They won't answer our calls, and when they do, if we try to get a word in they immediately just hang up. We are upset but are trying are best to be reasonable with them and they just won't talk to us. They still have not sent the email they said they would, clearing us from the charge.

  

  Business response

  09/03/2024

  Hey *****, ****** from our team should have reached out to discuss you situation and see how we can correct this. She'll keep you in the loop on this! If you have any further question, please feel free to reach out to her. Thanks.

  Customer response

  09/03/2024

  Thank you for your response. We spoke to ****** and she was helpful however, we are very dissatisfied with our experience with On Q and the property manager *************************. We were treated very rudely from the beginning. We feel that On Q only looks out for the property owners, leaving the residents high and dry and scamming us out of literally thousands of dollars. For the amount we paid for the deposit, this property should have been turned into us clean and ready to move in. The way you manage properties is unacceptable. From charging us $100 to send a letter stating we needed to move out in 8 days just because we were one day late on our payment, to charging us fees for the garage that broke AFTER we left. We know we are not the only residents On Q has done this to and we want to make sure you stop doing this to other people who may want to rent one of your properties. 

  

  Business response

  09/04/2024

  We're certainly appreciate you bring this situation to our attention and we have taken the things you experienced into account for an internal review. We're taking the necessary corrective actions to hopefully avoid situations like the one you experienced happening again in the future. We sincerely appreciate you taking the time to share your details and if you have any further questions or comments, please feel free to reach out to ******. Thanks again. 

• 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!

   

*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. ↩