Complaints

This profile includes complaints for On Q Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Q Property Management

  1011 N Val Vista Dr Ste 101 Gilbert, AZ 85234-3710

  
• 

  On Q Property Management

  550 W. Baseline Road #102-289 Mesa, AZ 85210-6040

  
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  On Q Property Management

  698 E Wetmore Rd Ste 520 Tucson, AZ 85705

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  On Q Property Management

  4888 Dexter Dr Ste 300A Plano, TX 75093-5565

  
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  On Q Property Management

  4888 Dexter Dr Ste 300A Plano, TX 75093-5565

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am writing to discuss issues that I have encountered with * Property ****************************** sister company ******* Services that they use to provide maintenance, repairs to the properties that that * Property Management manages.The most disturbing is they have altered a photo in an attempt to blame me for existing damages to their rental property! I believe it was done in retaliation because I provided an demand letter asking for the repairs to be done. By them knowingly providing me an edited photo in attempts to hide existing damage and blame it on me by saying it was not there upon move it, pretty much tells me this company operates pretty shady and in a con-artist like manner. It is disappointing that the homeowner property doesnt even know what is going on. Nor that their management is cheapening their property and causing even more damages to them.Upon my first week living here I have discovered a dishwasher infection of cockroches.Pest control finally came 4 weeks later after my repeated complaints/inquiries. He sprayed the inside of the dishwasher and saturated it because the infection was so bad. On The * agreed to remove it, and replace it but they didnt. Now 2 months later, they are stating they want to clean it which violates numbers *************** laws. Im pretty sure the ***** infection is also in the cabinets too. The entire ISLAND where the dishwasher is the main area housing them to be honest. Seems like they cheapen the property. They dont properly maintain and it is obvious that their negligence will cause homeowners to spend more in the long run. Them neglecting the roaches seems like the homeowner to truly remedy it must replace the kitchen island *********************** and one of the bathroom shower/tubs. This is the tub with hole and they sent me an edited photo to claim it wasnt this way. I zoomed in and you can tell its edited and the ** software said so too. There is discoloration and existing damage showing.

  

  Business Response

  Date: 03/31/2025

  Thank you for speaking with us, ******! **** will continue to work towards a solution for this situation, but you can feel free to reach out to him at any time. If you any further comments or issues, please do not hesitate to give him a call. Thank you.

• Initial Complaint

  Date:03/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Q offers its residents a "Security Deposit Alternative". A "Security Deposit Alternative" is a program where you pay the business money up front and then pay the rest of the amount of the standard security deposit over the term over your lease.Over the course of leasing from On Q, I paid around $4000 dollars in "Security Deposit Alternative". However, now that I am moving out, I have found that NONE of the money that was paid as a "Security Deposit Alternative" is used for the things that a standard security deposit is used for.For example, any damage to the property will not be covered by a "Security Deposit Alternative."There is nothing that they do except for take your money and then tell you that you are responsible for paying for all damages.A Security Deposit by its nature is to pay for damages that you make when you lease a ********* would assume that a "Security Deposit Alternative" would also cover damages.However, they use this fraudulent misrepresentation to steal money from you, and then make you pay for your damages regardless.They then hide behind a four-page contract with extremely ambiguous language to justify stealing your money.That the "Security Deposit Alternative" is nonrefundable is not the issue.The issue is that the money paid does not cover anything at all, least of all what a standard Security Deposit is for.I have complained to the company, complained to the **********, now I hope to get some kind of honest response from this company that has intentionally misrepresented itself in almost every regard to steal money from **** would like On Q to use the money I paid as a Security Deposit Alternative to cover the standard things that a Security Deposit would cover.

  

  Business Response

  Date: 03/28/2025

  Thanks for speaking with **** today! It sounds like things are working to a resolution, but please feel free to reach out to **** with any further questions or concerns.

• Initial Complaint

  Date:02/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/3/2024 - paid $388.17 to OnQ Property Management / **************** for deposit on approved items to repair/clean property. I submitted the initial payment for services, and they did not complete the services and did not resolve the issue, I requested to terminate contract and hired another company that was able to complete the work in a timely manner. After terminating contract, they refused to close my account and return the key to MY property, which I fully own and provided them with a key in which now they are holding for not paying for a bill of service that was not provided. I formally disputed the charges billed for cleaning services were not completed as agreed. They had provided before/after photos/documentation, which did not accurately reflect the work that was supposed to be performed, it was completely different photos, none of which was clean. I captured photos of the property that clearly shows that the report provided is erroneous. In addition, there are charges for property management services, when I was told that the property was not able to be listed, and therefore, all additional charges need to be removed. I was initially told that *** would be able to help me save time in the process and securing a tenant, however, this entire process has been far more time consuming and costly than it was doing it on my own. After disputing, and requesting resolution, there was no response and they did not try to rectify anything. They sent me a collections warning today, that if I did not pay balance of $864, they would send to collections, which they threatened would impact my credit.

  

  Business Response

  Date: 02/27/2025

  Hey ********,

  We tried to reach out to you today but it seems like we got disconnected. We want to get this resolved for you. If you could give us a callback at your earliest convenience, we'll get this sorted out!

  Thank you!

  Customer Answer

  Date: 02/27/2025

  I do not wish to be contacted any more by ***, I have already spent significant time, provided information to justify the claims and spoke with multiple people as well as come to you office in person, which has caused me time away from work and family obligations. Please return my key and close my account. Thank you. 

  

  Business Response

  Date: 03/03/2025

  We understand you are frustrated. Would email be easier? We want respect your wishes, but we'd need to coordinate with you for the close out and any sort of refund and key return. If you'd prefer to not speak on the phone, you can shoot us an email and we'll get everything sorted. 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Q Property management and the homeowner of a home I rented located at ******************************* wrongfully entered the unit without notification while a lease was in effect. They also wrongfully witheld funds from my security deposit that was for damages not caused by me or any other tenant. The damage was caused by a vendor they sent out to fix another issue. They also erroneously billed me for damages to trees and a water timer box that was also the cause of damages from another vendor and not myself or any of my tenants.

  

  Business Response

  Date: 01/28/2025

  ****,

  We spoke the property owner and unfortunately they are unwilling to make any further concessions. The vendors who worked on the property were through a ********************** not On Q Property Management. In addition, we no longer manage this property, we're unable to compel the owner into any further review of your situation. 

  If you'd like to discuss this further, either via phone or email, please feel free to reach out to ****** at ************ or *************************.

  Best of luck to you!

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved in to our house in Avondale through On Q with Sydney as our manager at the end of March. It was great picked up keys in lock box super easy move in process. Then we moved in not even a week later home owners were getting Amazon packages like crazy and picked it up with no notice from the property I them called Sydney she said she would take care of it and did. We then got an inspection for routine inspection on 7/26 for 8/29 then immediately emailed her back asking to reschedule as I was very pregnant and had family in town she said yes that’s totally fine take care we then rescheduled it from 8/29 to 8/26 and didn’t hear back on a time so sent 2 emails a week apart to confirm date and time she confirmed the 26th on 8/15 for 8/26 never confirmed time so on 8/21 I ask her if we can reschedule because I was put on bed rest for pre term delivery and I have 2 toddlers already and my husband works 2.5 hrs away and they were very aware of that from the day we moved in and she agreed (email attached and said we could move it to October and she would check in later) great well fast forward 8/29 there’s a man walking in the front door as I am getting in the shower (naked at the time) and throw on boxers from dirty clothes and a tank top I couldn’t walk to dresser of could be seen and I’m freaking out cause my kids are asleep the dogs going crazy and I just hear the door creek open and sure enough as he’s half way in the entry way looking in my sons bedroom thank god that one was sleeping in my bed and as he sees me says I’m with management (I have this all on recording) I tell him it was cancelled he leaves . Fast forward I was not sleeping cause I was terrified someone was going to come in and at that time my HB was moving out of state over 20 hrs. Away and I felt unsafe so we broke the lease on their breach after contacting an attorney they are now reporting we owe 6,293.20 and put it on our credit it was also rented Dec. & no detailed breakdown of damages!

  

  Business Response

  Date: 01/10/2025

  Thank you for speaking with us Katelyn. We are pulling the records and communication from your account for review. We'll also speak with the owner of the property and continue to communicate with you as we work toward a resolution. Please do not hesitate to reach out to Noah at any time.

   

  Customer Answer

  Date: 01/10/2025

  Here is the final email sent after rescheduling then cancelling. 
  

  also attached is the letter sent certified that was signed for and received prior to moving out and no response 

  also rent was raised and damages were not properly mitigated as it was on the market over a month. Also this morning, Noah  only prorated December When it was taken off of the market at the end of November (also attached) 

   

  I also spoke to Noah at the end of the day around 4:30 and asked if this can be figured out by Monday at 3 when I have our call with the attorney about the situation 

  
  

  

  Business Response

  Date: 01/17/2025

  Mrs, *******,

  We've shared all this information with the owner of the property and we'll continue to communicate with you. Please be aware, this is just a communication platform and it is a somewhat limited one. We're working on this situation, and are hoping we'll be able to provide a satisfactory resolution for everyone involved.

  Noah will continue to communicate with you and you can reach out to him or any one else on our team at any time. 

  Thank you. 

  Customer Answer

  Date: 01/17/2025

  it won’t let me accept the decision. The button was not working. I spoke to Noah and he said that he Got a hold of the owner and all we owe for is the cleaning and the shipping the modem he said he would get a hold of me on Monday to find out how we can pay it as soon as I find out on Monday I will get it paid so that way we can get it taken off of our credit report and get the 383.38. Do you know when it will get taken off of our credit report? 

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

  Customer Answer

  Date: 01/17/2025

   If you are in contact with a **** or ****** please have them call me because the only response I'm getting are the vague ones they are send you and forwarding to me.

  
  

  Or please give me a last name or phone #  to this **** or ****** and I can reach out to him. 

  
  

  Again, they are saying they are reaching out to me but I'm not getting anything from them.  

  

  Business Response

  Date: 01/29/2025

  Here is their contact info:
  
  Ryan *******
  **************
  ***************************
  
  Kelsey ******
  **************
  *************************

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:12/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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,