Complaints

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:01/07/2025

  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.

  This company started out good to work with, communicative and answered questions promptly. I have taken care of the property, communicated appropriately, and requested service as needed for maintenance around the property. 12/24 I had requested to remove a tenant from the lease, they looked into this and took me through the process telling me there would be a tenant removal fee (which is not stated in lease). As this request was parallel to the holidays, the fee sat on the ledger with no concern. The first of January was approaching and I knew rent was priority, however, the portal was set to a minimum payment of the rent price + the tenant removal fee . I communicated with adequate timing asking if there was a way I could just pay the rent and then the other fee separately with my next paycheck. They looked into this with the bookkeeper and assured me I could pay the rent separately I just would not be able to pay it on the portal, it would need to be paid via money orders. I completed the process that I was told to complete and the rent was dropped off at the office prior to the first of the month. On the 3rd of the month I received emails reflecting a late fee on the account. When I called I was told my rent money had taken care of the separate fee and I was 3 days late/ short rent money. I questioned and was told "thats just how the system works" (although there was no talk of that when I first corresponded regarding the issue). After getting the run around on the phone (i.e the person you emailed with is in a meeting, now wait they're calling, now wait they're sick and don't have a voice to talk on the phone, now wait they're calling and can talk let me transfer you), I finally spoke to the person I corresponded with via email for the arrangement and I was told I could only be approved for 5 days of late fee forgiveness and any additional late fees will roll over to the following months rent. I am greatly disappointed with my choice to lease with this company.

  Business Response

  Date: 01/08/2025

  Hello Kerry,
  I am glad to hear that overall your experience has been a good one, and I'm sorry that you've been experiencing an issue regarding your recent payments. There are a couple of statements here that I'd like to address.
  The fee to amend your lease in order to accommodate your request to remove a tenant is indeed clearly stated in your lease, section 14: "Should Tenant wish to add Tenants and/or cosigners to the lease, or remove Tenants and/or cosigners from the lease, and Landlord/Agent allows the change, a $200 lease change fee will be added for each Tenant and cosigner added to the lease or removed from the lease." 
  Additionally, your lease states that any payments tendered will be applied to fees and past due balances before rent. This is in section 12: "Payments made by Tenant shall be applied, at the discretion of the Landlord/Agent, to Tenant’s balance due in the following order: first to damages, then NSF charges, late fees, non-compliance charges, service fees, any other fees, legal fees and court costs, security deposits, past due rent and finally current rent due, or to any amount owed by Tenant."
  I apologize if there was a miscommunication or misunderstanding around that fact. In reviewing your tenant ledger, as of the time of this response, there are no late fees owed nor have any been paid as a result of this situation. Please provide clarification on the billing adjustment that you are requesting.
  Thank you,
  Amanda 

• Initial Complaint

  Date:01/06/2025

  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.

  I have been a leasing tenant for over a year at the same address, **** * ******** ***** Recently, I switched to a month to month lease. Previously, my lease payment had been on autopay, and was drafted every month from my bank account. For whatever reason, the autopay on the lease ended. While traveling for the holidays, I began receiving emails indicating my rent was past due. I tried logging into the payment portal and was unable to pay. BlueFox Properties leasing office is closed over the weekend, but every day over the weekend of 3-5 January, they charged me additional fees. When I called the office on 6 January, the first business day of the week, I was told on the phone by Cynthia Esparza, that they would waive the fees and allow me to pay my rent. I was told they would return my call with a solution later. After calling three times, I received an email stating that they would only waive some of the fees, and that I would have to physically go to a payment processing place, like Western Union or Walmart, and make a payment in person. I am furious at the deceptive billing practices used by BlueFox Properties. I simply want to pay my rent as I always have, without hidden fees, online. I am a disabled veteran with a small business, a professor at the University of Arizona, and a good tenant. I work from home. To be charged hundreds of dollars and forced to go to a payments center after a year of good residency is unacceptable. Sincerely, john

  Business Response

  Date: 01/07/2025

  Hello John,
  
  We do not have "deceptive billing practices" nor any hidden fees. Your lease agreement, which you have access to at all times, not only when our office is open, outlines several payment options and all fees associated with late payments. Payment options are also disclosed on our website here* ****************************************************
  
  When you set up your auto-pay, the system has you select an end date, as do many auto-payment systems for loans, credit cards, car payments, etc. Most tenants, when setting this up, select their lease end date as the end date for the payments. As you mentioned, your lease term ended and transitioned month to month. We sent you a courtesy notice on 11/07/2024 by email to remind you to update your auto-pay. It seems you did not do so, which is why the payment was not automatically drafted.
  
  We then notify you on the first day that your payment is past due so that you have as much time as possible to avoid accumulating late fees and to avoid no longer having access to online payments. Your lease outlines that online payments are available only through the 3rd, and then your other payment options. Your lease shows that we offer a late fee waiver "up to 5 days of late fees is the maximum forgiveness" so you were told correctly by Cynthia that you could utilize this waiver.  
  
  We understand that it can be frustrating when things do not go as planned, however this particular frustration was directly caused by your failure to update your auto-pay and then choosing not to utilize the resources and information you had available to you in order to remedy the issue before accumulating additional fees. In order to resolve this and utilize the 5 day late fee waiver, you will need to submit payment via cashier's check or money order, in the amount reflected on your ledger (minus $125 in late fees.) This payment can be dropped off at our office at any time utilizing the rent drop slot.
  
  Thank you,
  Amanda 
  

  Business Response

  Date: 01/08/2025

  Hello John, 
  
  It gives us no pleasure to impose fees on our tenants. We are certainly empathetic to your circumstances and we understand that occasionally oversights may happen, which is why we offer a late fee waiver, and why we send multiple notices to help you avoid payment issues. Our billing practices are not designed to make life harder for anyone, in fact quite the opposite. They are designed to encourage on-time payments. 
  
  Beyond that, we are bound by Fair Housing Law to ensure that we treat all tenants in the same manner, and that includes maintaining compliance with our lease agreement. It would be unethical for us to try to decide which tenants have legitimate circumstances warranting additional waivers and which tenants do not, which is again why we simply must apply the terms of the lease consistently to all tenants. 
  
  Thank you,
  Amanda 

  Customer Answer

  Date: 01/13/2025

  I paid the fees, including the "waiver," in full because your payment system refused to accept anything less than the full $200 in additional fines. The RentMoney system or whatever it is called would only accept the full amount. That was simply to stop you charging me an additional $25 a day. Where is my waiver? Where is my refund?
  
  Here are two of a hundred reasons why your billing practices are absurd:
  1. I've been leasing properties for several years. Billing errors are common. Sometimes the autopayment draft falls on a holiday, and gets delayed. Sometimes it doesn't go through at all. With other leasing companies, I absolutely never had an issue. They simply called, sometimes twice, to make sure I noticed. I simply logged in to their portal and paid my rent. Sending me an email on New Year's Day is not "helpful." Kicking me out of autopayment system makes no sense. You literally made it harder for me to pay my rent. Please explain, in writing, why being 48 hours late on rent payment requires a cash payment instead of a bank withdrawal. Is the money different? Why would you kick people out of your payment portal? Wouldn't you always want to leave all the payment options open? The obvious answer is yes, unless your intent is to drive up fees by making it harder to pay.
  
  2. The absolute same conditions as above have applied to my experience with dozens of companies, whether it's Cox cable, Verizon, a gym membership, or even a car payment. Billing ERRORS, not a failure to pay, are not something to be punished with fines, but that's exactly what you did.
  
  I'm not the only tenant who has been deceived by and unfairly charged by Blue Fox Properties. In fact, there's quite a list... there's a common thread, which is that Blue Fox Leasing Agreements contain "egregious" conditions that are not legally enforceable, and Blue Fox tends to drive up fees during move in and move out. The other common theme is that when tenants retain an attorney, Blue Fox caves. As a licensed private investigator, I work for a number of different attorneys, so I am sincerely hoping it won't come to that.

  Here are some examples:
  
  *************************************************************************************************
  **************************************************************************************************** **********************************************************
  On yelp, 69 out of 92 total reviews are 1 star. That's over two-thirds.
  
  I spoke to the property owner of my house and he indicated he would ask for your understanding and support in addressing a very simple issue for an otherwise ideal tenant. I hope you will take his request to heart and refund the fees.
  Sincerely,
  john

• Initial Complaint

  Date:08/06/2024

  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 from blue fox for 8 months now. AC had gone out 4 times in 8 months. This recent time, we haven’t had AC in 2 weeks!! We put in a notice that we’d vacate. They told us if we do, we’re breaking our lease and subject to big fines and keeping our security deposit. This is a health concern. We have family of 4 and a dog…it’s been 95 degrees in our home for two weeks. We should be able to vacate the premises (without penalty) as long as we complete the checkout guidelines. The leasing company and owner have been incredibly negligent and haven’t offered any solutions. They’re making us wait on their repair guy. Tucson AZ has tons of 24/7 AC specialists

  Business Response

  Date: 08/13/2024

  Your assertion that Blue Fox and the landlord have been negligent is not correct.  We responded to your maintenance request the same day it was submitted, immediately dispatched the company which warranties the unit, and they in turn ordered a replacement part. We understand that the timeline it took to complete the repair was less than ideal; however, there was no negligence on our part nor the landlord’s part.  We acted promptly and we and the vendor have been in frequent communication with you throughout the duration of the repair. 
  
  You do not retain the right to vacate the property without penalty.  While we can understand that this has been inconvenient and frustrating, the situation does not meet the legal threshold to be released from the lease without penalty.  ARS 33-1324 and 33-1361 state that the landlord must be deliberate in the failure to provide cooling in order for the tenant be allowed to be released from the property without penalty.  That was not the case. 

• Initial Complaint

  Date:07/02/2024

  Type:Billing 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.

  My wife and I moved into the property managed by Blue Fox Properties on 5/29/2024. Our lease states we must follow all rules and regulations of the HOA that governs the subdivision. It specifically states this in the lease, but doesn't provide the necessary rules and regulations documents. We asked for the rules and regulations, but didn't receive anything (not even a phone number to call the HOA, nor the name of the HOA). Yesterday, 7/1/2024, We received two (2) emails stating we had violated our lease due to two (2) notices received by the owner regarding 1. weeds in the yard, and 2. trash bins left out. Accompanying each email was the attached notice from the HOA. I attempted to call Blue Fox Properties, but each time I was disconnected. I replied to each of these emails stating that I had already removed the weeds from the property, and I never left the trash bins out past 10am the day of collection. Since the emails had the attached notice, I was finally able to find out the HOA's Name and contact information. I contacted the HOA about the notices and was told they had not assessed a fine but that they were courtesy notices. I also finally received from the HOA the Rules and Regulations. However, Blue Fox Properties is assessing me $50 (they graciously waived one of the notices as a courtesy), for violating the lease by violating the rules and regulations of the HOA. Both notices from the HOA were dated 6/20/2024. I informed Blue Fox Properties that since they didn't provide me the rules and regulations at the start of the lease, they should at the very least waive fees and remove these notices from our file. I was told that was not their policy. The owner nor Blue Fox Properties had not been fined by the HOA, but they are fining me. It feels like a money grab on their part.

  Business Response

  Date: 07/12/2024

  Richard,
  The HOA contact information is clearly listed on page 12, paragraph 32 of your lease agreement.  In that paragraph, there is language that stipulates that you have had the opportunity to make an independent investigation of the HOA rules and regulations.   On page 12, paragraph 31, the lease agreement also clearly outlines the fees that will be assessed for receiving HOA notices, whether they are friendly reminders or violations. In addition, you initialed the page just below both paragraphs, signifying that you read the page.  The fees are not a "money grab," they are there to encourage compliance with the HOA rules and regulations. 
  Sincerely,
  Steve

  Customer Answer

  Date: 07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21931389, 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,
  
  Richard Collier
  
   
  

• Initial Complaint

  Date:06/18/2024

  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.

  Save your money and DO NOT apply for a home with this company! They have no problem taking your money for an application fee; but then deny you with the most generic reason. Nobody can even pick up the phone to call you and give you an explanation, getting a response via email is like pulling teeth, terrible customer service, and overall these people do not care and only want your money. Very sad that as a single mom I was scammed out of $50 and nobody can even pick up the phone and have some decency to give me a specific reason as to why I was denied.

  Business Response

  Date: 06/24/2024

  Hello Arianna,
  It seems that your information is incorrect. It looks like our team did indeed provide you with the reason that your application was denied and we also gave you the option to include a cosigner.
  
  You can also see in the screenshots that you provided, we responded to you the same day.  Your own documentation supports this. You were not scammed.
  
  However, in an effort to put this issue to rest, we are willing to refund you $50 per your request if you agree to remove your disparaging reviews from Google and Yelp, since they are not correct.
  If you are in agreement, please confirm that the reviews have been removed and we will process the refund.

  Sincerely,

  Steve

• Initial Complaint

  Date:04/11/2024

  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.

  I entered into a 12 month lease with Blue Fox Properties, at $900/month + $29/mo for “Resident Benefit Package” - (which only got me the wrong size air filter delivered roughly every other month, but nothing else). Anyhow, our lease ended on 3/5/24, and we did everything right - we provided 60 day notice before moving out; we shampooed the carpets, per their request; we cleaned everything, save a couple tiny nail holes from hanging pictures; we never smoked or had pets, we were very respectful of the property from start to finish; and we always paid in full on time. There was a safety hazard with the concrete stairway being unstable and uneven, which we notified their maintenance team about more than once during our lease - never got responded to. That was also the theme, I had sent multiple emails regarding various questions or concerns, and they rarely reply to any of them. Some of the “less serious” maintenance requests we submitted were usually addressed in a condescending manner, and a “that is the tenant’s responsibility”, which I begged to differ on several occasions. The biggest current issue, however: they only quoted us less than half of our security deposit back, nickeling and diming us for normal wear and tear, plus a doorknob that had been damaged while we were away (we submitted a request for that also, and shocker, no reply). I had never received the funds, or heard anything at all from them, so I emailed them asking where they were, and when we can expect them. They replied (finally), saying they were distributed to our bank account on file on 3/28, and should arrive within 5 business days. It is 4/11, nothing yet. I emailed them following up again on that, and no response. Very distasteful experience lacking in transparency, and a poor way to treat faithful tenants for over a year.

  Customer Answer

  Date: 04/12/2024

  I was able to reach a resolution with blue fox properties.

  Thank you,
  
  Paul Bertelsen

• Initial Complaint

  Date:10/02/2023

  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 April 23, 2023, while I was out of town, I learned via my neighbor that my home was broken into and the deadbolt lock damaged. I reported the issue to Blue Fox Properties, the rental management company. Though they initially sent out a vendor to repair the lock, he didn't do it correctly. My home remained open and unlocked from April 23-May 20th, when I finally returned. I contacted Blue Fox many times, almost daily, even sending them videos of the broken lock and people vandalizing my home (provided from the Ring camera of helpful neighbors) but they would not send a vendor to repair the lock. My house remained open for 27 days while vagrants and drug users stole my gem and mineral collection, ate my food, took showers, cut their toenails, destroyed the granite counters and basically trashed my home. When I was able to return, I immediately informed the home owner, who had no clue that the property had even been broken into. She was able to compel Blue Fox to finally send out a contractor to fix the broken lock. It took less than a half an hour. Unfortunately the damage was done, and now my house has the street reputation of the spot for vagrants to hang out. It's no longer safe for me to live there. I have found people sleeping in my yard, defecating in the back of my house and loitering on my porch at all times of night, even kicking my door to try to enter. I have several police reports of the incidents (including the initial burglary). I have been staying in hotels and Airbnbs because I am frightened to live there. I found another home, but Blue Fox refuses to release me from the lease without a fee of almost $5000. They are not only responsible for ruining my home, now they wish to ruin my credit! I've been a good tenant, and my rent is current, but I wish to leave at the end of October WITHOUT any further fees. I do not mind sacrificing my security deposit, but I shouldn't have to pay anything additional. I do have videos of the broken lock.

  Business Response

  Date: 10/06/2023

  Please find the attached letter and timeline.

• Initial Complaint

  Date:09/11/2023

  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.

  Blue Fox Properties has the worst customer service of any business I have ever dealt with. Last month, they charged me a $200 "cleaning and general" fee for an occupied rental that has a tenant in it since last year. When I called the company to inquire, I never received a call back or any explanation. I feel that this was charged arbitrarily and there was no actual work done on the property. Additionally, I am in the process of selling this property, and the property management company refuses to call me or my real estate agent back or return any emails regarding access to the property for the potential buyer. This may potentially result in the loss of the sale of this property, which would be very upsetting for me, my realtor, and my potential buyer. I would NOT recommend using Blue Fox Properties to any property owner. They are scammers and have terrible customer services. Additionally, they send me all kinds of stupid crap in the mail - like a tea bag or a band-aid or a packet of burn cream. This is from their client care person who never provides any contact details. It's the most stupid marketing thing I've ever experienced and frankly a little embarrassing of a tactic for such a large company. I wish I had never signed on with them to "manage" my property, because all they do is collect the rents at the first of the month, and then hold my money (minus their 10% management fee and any additional fees that decide to impose on me that month for work that doesn't get done) for 13 days! With 10% management fees collected on over 800 properties in Tucson, those 13 days of interest collection must really add up! I don't understand how businesses like this survive, let alone continue without a ton of litigation and other angry customers. STAY AWAY FROM BLUE FOX - THEY ARE SCAMMERS AND HAVE TERRIBLE CUSTOMER SERVICES!!!

  Business Response

  Date: 09/14/2023

  Izetta, 
  We are sorry to hear about your concerns.  Although I have seen correspondence and other information that our team has reached out to you directly to address your concerns, I will also provide a response to each of them here.
  
  Timeliness of communication:  Based on our call records, it looks like over the entirety of our management of your property, each time you called, we either answered or called you back within a matter of hours.  We have provided you with those records in an email directly to you, but I have also attached this year’s call records for your reference. 
  

  The $200 cleaning charge: It is my understanding that our property manager has discussed this charge with you as well as the timing of the charge.  Based on those conversations, it is my understanding that you previously approved the charge, but because of the lag time between when the work was actually approved and the time it was invoiced by the vendor, you may have forgotten about your approval.   
  

  Communication with your sales agent: Per our management agreement, coordinating aspects related to the sale of the property (showings, inspections, etc.) is outside our scope of services.  Please refer to paragraph 17 of our management agreement that I have attached for your reference. 
  

  Mailings: We do indeed send mailings to our owners that are intended to be lighthearted reminders that we are here for you. If those did not resonate with you, we understand.  We have removed you from our mailing list. 
  

  Holding your money for 13 days past collection from the tenant:  One of the requirements of the Arizona Department of Real Estate (ADRE) is that we don’t pay our clients for 10 banking days from the tenant rent due date.  In our case, rents are due on the first.  The ADRE requires this so it allows time for checks to bounce if they are going to bounce.  If a check bounces, that means the payment to the owner whose tenant’s check bounced would ultimately come from another owner’s account.  That is called “commingling” and is illegal.  That is why there is a delay between the first and the payout date to our clients.
  
  Sincerely,
  Steve

• Initial Complaint

  Date:08/29/2023

  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.

  Blue Fox Properties was notified by myself (renter) about broken refridgerator on 8/11/2023 afternoon. 8/29/23 today, that text/email a notifying of 2 dates to replace with a new working refridgerator. 11/30/23, tomorrow they will install. That is 19 days, 14 business days, and is in violation of state law that says they have 10 days to replace/repair. with the food loss,, and incompetence I feel an adjustment in rent is reasonable. I looking at small claims court. I seek a reasonable adjustment to rent for the unreasonable time they took to take care of this issue. They have only made excused for this.

  Business Response

  Date: 09/01/2023

  NOTE: The entire lease document was too large to load in it's entirety, but is available upon request.

   

   

  Customer Answer

  Date: 09/06/2023

  Bluefox emailed that they would Reduce September rent by 100 dollars. They did not make any changes to September rent, as they did not adjust the Sept. rent due by less100 dollars. This company, customer service is lacking. They do not do what they say when it is supposed to be done. M.H.

  Business Response

  Date: 09/07/2023

  Actually, the credit appears on your ledger on 8/30/23, it is highlighted on the attached copy of your ledger.  It looks like we did exactly what was promised.

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair 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.

  On 6/25 at 7:00 there was a personless showing at our townhouse at 1537 E Prince. Blue Fox never checked the property to see if everything got locked back up nor did they vet the people they provided the code to. The next day 6/26 the neighbor reported hearing normal noise in the afternoon and thought potentially the place had rented. On 6/27 at 2:00 am the neighbor called the police as someone was creaming help me and no, no, no..... The police came the next morning and found some sleeping bags, a dog dish and some fast food trash. THEY LOCKED EVERYTHING BACK UP but because BLUE FOX left the keys on the kitchen counter (the police reported seeing some keys on the counter) the squatters let themselves back in the next evening and the police were called again. There were no signs of forced entry. Blue Fox did rekey the front and back door but the mailbox keys, pool key and keys to2 storage closets are missing. We want them to either replace those keys or reimburse us for the expense. If they refuse we intend to take them to small claims court.

  Business Response

  Date: 07/21/2023

  Dear Mary, 
  We are sincerely sorry that someone decided to break into your property. Despite the many precautions we take, this is an unfortunate risk that landlords incur while having a vacant property. The unassisted showings are something that we have done for many years, as do many other property management companies, and the system that we use has proven to be very secure.  However, we cannot ensure the system will never be compromised.  In fact, we disclose this in our management agreement and we are very transparent about our use of this system.  Please refer to paragraph 3.h. on page 2 of your management agreement, attached for your reference.
  
  We’d like to point out that we have already paid for a re-key of all exterior doors to the property, however, in the interest of closing out this matter, we will reimburse the expenses that you have requested for replacement keys totaling $89.34. 
  
  We wish you the best.
  The Blue Fox team 

  Customer Answer

  Date: 07/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20283456, 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,
  
  Mary Ressa