Complaints

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Texas Property Code ****** outlines the requirements for smoke alarms - how many are required, where they must be placed, but in general they must be installed in every bedroom in the unit and at least one on every level if it's a multiple level dwelling. I paid $72,000 over a 3 year period!!! While living unprotected! I moved into this rental in 2021 and the floor was missing in the hallway and was not ready to move in. Lived 3 years without working outlets in both bathrooms. Then before moving out discovered that Ive been living in this home with broken non functional smoke detectors. Now I see this company leaving out all the neglect while adding ridiculous charges. I see you leaving out the outlets that didnt work. I see you leaving out the pre existing issues with this home that you are now trying to charge me with!! This home was infested with live and dead bees day 1 moving in. No floor. Carpet messed up from the numerous sub contractors that came in unable to match the floor tile. I offered for them to keep my deposit and fix the carpet even though it was not 100% on me that the carpet was in the state it was in. Room 3 carpet was patched horribly and over 3 years messed up from traffic. Not my fault. You arent going to fix this house the way it should have been on my dime! I have had rocks thrown through my window for being a cop. The blinds were damaged and not repaired from that rock and now trying to charge me for that as well. This company is a scam and crooks.

  

  Business response

  01/10/2025

  Hi *****, 

  We are sorry to learn of your experience. We have shared your complaint with our resident experience management team. They have since let us know that to dispute your security deposit reconciliation, you need to provide the dispute form that has been provided to you. Please reach out to your resident experience manager if you need to be re-issued this dispute form or have any questions about it. Mynd Experience Team 

• Initial Complaint

  12/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ever since our move in date of 11/11/2024, **** had around ***** service calls. We were told the house was move in ready but thats not been the case. Upon move in we learned the shower didnt work, there was no hot water in the shower, the heat didnt work (in the crisp 20 weather of NC), the sink was extremely clogged from previous tenants, the dishwasher was broken, the cabinets were not painted all the way, and worst of all the laundry room is basically unusable because weve learned that the pipes are severely not up to code. Weve had the plumbers come out about 10 times, and this issue has still not been resolved. Ive messaged tirelessly to Mynd about giving us credit on next months rent as weve not been able to wash our clothes at home because the house they decided to rent to us was not up to code in any sense. Were having to haul our laundry to a laundromat as opposed to being able to do it at home as was advertised. Weve been dealing with all of these maintenance appointments practically 1-2x a week. Im tired of being ignored by them and them thinking its okay to treat tenants this way. This entire move in process has been nothing but a disappointment and a major inconvenience. Its been one issue after another.

  

  Business response

  01/09/2025

  Hi Zoe,
  Were sorry to hear about your experience and the challenges you faced during your move-in. We understand how important it is for your home to feel comfortable and functional from the start, and we sincerely apologize for any disappointment caused.
  Please know that we take your feedback seriously and have shared your concerns with our maintenance management team. A team member is currently reviewing your account and will reach out shortly to address and finalize any remaining matters.
  Thank you for bringing this to our attention.

  Mynd Experience Team 

• Initial Complaint

  12/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MYND has never returned a full security deposit to anyone who has rented property from them. They charge the current tenant for issues that were previously reported from previous tenants. They mismanaged property issues from **** to landscaping, this company is deceiving the property owners and tenants. I provided before and after pictures of the property and they refuse to return my security deposit. this company literally breaks the law by deceptive practices.

  

  Business response

  01/10/2025

  Hi ******, 
  We are sorry to learn of this experience. When we received your complaint, we shared it with our resident experience regional manager. Since the complaint, we have confirmed that you have been in communication with this team member to resolve your security deposit reconciliation concerns. Mynd Experience Team 

• Initial Complaint

  12/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mynd Property Management is a scam company. My family signed a one year lease agreement with this company. During our stay, we had the worst experience with getting items repaired that were damaged previous to our move and were pointed out prior to us signing the lease. We had water leaks, fixtures not working and even HVAC problems. Now that we have come to the end of our lease, the property management group has charged us an unreasonable amount in fees totally twice our deposit. STAY AWAY FROM THIS COMPANY IF YOU PLAN TO LEASE.

  

  Business response

  12/20/2024

  Hi *******,
  Were sorry to hear about your concerns. After reviewing your account, we see that your Resident Experience Manager provided details on 12/06 regarding the process to dispute your security deposit reconciliation statement. A reminder to complete the required dispute form was also sent on 12/09.
  Please reach out to your Resident Experience Manager and to discuss the dispute form process. Mynd Experience Team

• Initial Complaint

  11/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mynd property management has had written notice for my household's refusal to re-sign a new lease and notice to vacate premises at the end of the lease since at minimum 35 days out. The lease agreement ends on 12/05/2024. I have in writing from an associate (***** *********) on behalf of Mynd property management acknowledging that as of 11/01/2024, no one will be re-signing the lease and vacating the premises on 12/05//2024. No clear steps of what to do next were outlined we were told to have our final decision before 11/29/2024 or be subject to pay the month to month rent for December. After getting confirmation over the phone and in writing from ***** ********* that she had made note that we would not be staying past 12/05 and we would be told further steps. Those further steps were not sent to us until 11/26/2024, in which we were told our notices were received, but not in the correct manner and that we would still be responsible for the full month of rent. I have several instances all time stamped starting from September 2024 in which my notices are acknowledged, but no further instructions are given. Instead of paying for 5 days of the month, we are expected to pay $2800 for an arbitrary rule that is not in the lease. This business is predatory and will try to shake you down.

  

  Business response

  12/20/2024

  Hi ********,
  Were sorry to hear about your concerns. When receiving your complaint, we escalated the matter to our Leasing Supervisor Team. Theyve since confirmed that theyve been in touch with both you and *********, and it was decided that you would remain through the end of the lease.
  If you have any further questions or concerns, please dont hesitate to reach out to your resident experience manager. 
  Mynd Experience Team

• Initial Complaint

  11/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  After signing the lease I was told I would not get half off of first months rent because the lease said no concessions but over the phone and as advertised on ******, there would be 1/2 off. While a tenant of Mynd I had multiple complaints about the condition of the property including the pool not being usable for the time I was a tenant, the ** being out 5 times from June to October and multiple additional issues. After going back and forth about the issues and losing my position at work I was told I could terminate my lease and my fee would be the entire months rent for October. The company was given a 60 day notice to show the property. Then I was asked to sign a termination with different terms, a fee plus relinquishing my rights to any grievances and if I didn't sign it I would be processed as a **** and was sent a notice to pay $15k. I had already received written notice that of the terms of the termination and I fulfilled that.

  

  Business response

  12/09/2024

  Hi *****,
  We have shared your BBB complaint with our Resident Experience leadership team, and they have confirmed the following:
  The property owner agreed to terminate the lease with a one-month rent termination fee and provided the termination agreement. We are unable to terminate the lease without a signed written agreement, which was requested from you on multiple occasions. Since you refused to sign, the property owner classified you as a "skip," which resulted in the remaining lease charges.
  If you would like to discuss this further, please respond to the email thread you currently have with your Resident Experience Manager.
  The Mynd Experience Team

  Customer response

  12/09/2024

   
  Complaint: 22583078
  
  I am rejecting this response because: the termination agreement did not say specifically that the fee was the full months rent for October as indicated by ****** Quick. I asked for the agreement to specifically to say the month of October because after I signed the lease they said ai would not be eligible for 1/2 off first months rent because the lease said no concessions and the termination agreement was nit specific and removed my right to any disputes. I paid the full months rent in October and I wrote that on the termination agreement and signed it and ****** Quick rejected it. 
  

  the termination agreement was verbally stated and agreed upon. ****** quick wrote the notice twice that it was agreed to terminate my lease with the October payment and I made the payment in good faith and then was requested to sign a termination agreement that did not specifically lay this out. Nevada law recognizes verbal agreements and again it  was written out twice and then after I fulfilled my obligation I was asked to sign something different.

  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/4/24, we moved into a property managed by Mynd. Since our move-in, we have encountered many issues that have not been resolved in a timely manner, despite repeated requests for assistance. These issues could have been avoided if the company's inspector had conducted a thorough inspection of the property prior to move-in.1. Stove: One burner on our stove was non-functional. Despite reporting this issue immediately, it took several days and multiple follow-ups before a vendor was dispatched to resolve the problem 2. Various: We reported several issues including no hot water in the kitchen sink, exposed exterior wires, a potted tree needing replacement or removal, and a hornets/wasp nest. These issues were not addressed promptly, and the service team failed to provide timely updates 3. Washer: We discovered black mold in the washing machine seal. Despite running a clean cycle and airing out the machine, the mold persisted. It took several days for a vendor to be assigned and the issue to be resolved.4. Dishwasher: Our dishwasher was not working. Despite reporting this issue immediately, it took until August 13, 2024, for a replacement dishwasher to be delivered and installed 5. Refrigerator: Upon moving in, we discovered that the refrigerator was not functioning properly as it was low on Freon. Despite reporting this as an emergent issue, it took several days for a vendor to be dispatched and for the issue to be addressed. During this time, we had to purchase ice to properly store medication. Throughout this period, we have experienced painfully slow response times from customer service. The service team consistently missed their own stated turnaround times and failed to provide timely updates. Despite the lengthy delays and inconvenience caused, the company has not provided sufficient compensation. We believe that these issues could have been resolved more efficiently had the inspector completed a thorough inspection of the property prior to our move-in.

  

  Business response

  11/06/2024

  Hi ******,Thank you for reaching out to the Experience Team. We understand how frustrating it must have been to face these challenges during your move-in, and were sorry for the inconvenience this caused. When we received your emails and this complaint, we escalated it to ****, the Regional Supervisor. Since then, weve maintained constant communication with **** and connected with a senior member of our Maintenance team to develop a plan to make things ******** **** mentioned earlier this morning, a credit for the four days you were without a temporary fridge has been arranged and applied to your account. The total credit amount is $387.08, and processing may take a few business days before it appears on your account.Your ******************** support team is committed to making the rest of your experience with us as smooth and positive as possible.
  Mynd Experience Team

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I engaged with Mynd Property management in July 2024 to manage my rental property. As soon as I signed the contract their customer service stopped. I could not reach them timely, it took ***** hours to get responses. Ultimately, they required $2,500 worth of fake/unnecessary work to be done by their internal team before they would rent out our property, so I told them I wanted to terminate the agreement. All within 24 hours of receiving their quote. From their they told me there was a 30 day cancelation so It would be August before it was cancelled. From there they to 6 weeks to refund my "deposit". Now I received the deposit back and they have decided to deduct $115 worth of "management fees". They did no work. They didn't manage anything and the contract was terminated within 24 hours of them engaging. I would like the full amount refunded ASAP. This company is a joke and should be shut down.

  

  Business response

  10/18/2024

  Hi *******,We are sorry to hear about your experience. We take your concerns regarding the inspection timeline, turn scope, and off-boarding seriously, and have shared your review with our property management leadership team to look into your account. We have confirmed that you have been in contact with a member of the property management team since filing this complaint. If you need further assistance, our team can also be reached at [email protected] Experience Team

  Customer response

  10/18/2024

   
  Complaint: 22406132
  
  I am rejecting this response because: its a joke. They havent done anything to address my concerns and I havent heard from anyone directly.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mynd Management along with the associated landlords have been a constant nightmare. Here are the issues that occurred with my rental:1. The pool was green when I moved in. I had to treat it myself at a cost of hundreds of dollars. 2. The landscaping wasnt done for weeks before I moved in. 3. *********** sent contractors into my rental using their electronic lock without my knowledge after my move in date. This was illegal. One of the contractors stole my smart ac unit from the wall. I had to yell and ***** multiple other contractors out while home who entered my home unannounced. I installed cameras in order to stop contractors from entering my home illegally. It only stopped when I got in touch with the contractor referral company to explain they were breaking into my home. 4. Within weeks of moving in the refrigerator and dishwasher broke. It has been months and I have an uninstalled dishwasher sitting in my living room. 5. The air conditioning unit in ********* had a filter that hadnt been changed in years when I moved in. At my own expense I had a company come out and recommend a filter and inspect the unit. During summer heat the unit failed due to lack of maintenance in the years before my move in.The rental was also filthy when I moved in. The light switches are mismatched to the lights. The hot and cold taps on showers and sinks are opposite. There is also a random security alarm unit on the wall that I cannot touch without it blasting ************ sounds so I just have to let it sit there blinking. This company and the landlords that pay them are absolute frauds. If you call them you get people in the *********** who have no ability to help. Problems go on for months with useless messages from regional employees saying that the work is pending. This is a fraudulent company. Before I am done I will be providing all this evidence to my local elected **** to pursue actions against them so that others dont suffer this same experience.

  

  Business response

  11/06/2024

  Hi ****,
  We apologize for the delayed response to this complaint. Were confirming receipt and will provide a response within the next 24 hours.
  Best regards,
  Mynd Experience Team
  

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ive rented from Mynd the last few years. Over time theres been multiple miscommunications and unprofessional communication. I have similar stories as others about a/c unit out for long periods, repairs going unfixed etc. Just recently we were charged an additional $246. When we call we get the run around, and after reviewing my account $99 of the charge is for trash thats not in the lease charges. And when they charge its random and went from covering 3 months to now 1 month? They also didnt know what the $146 charge was and one rep stated we should only be charged for missing a maintenance repair which we havent but was still charged. Its no reason the charges that get added cant be explained and also make sense. Im waiting on an email or call to receive a refund

  

  Business response

  10/18/2024

  Hi ******,
  Were sorry to hear about your experience. We've escalated your feedback to our Regional Maintenance Manager, who will contact you directly regarding the disputed charge. They are currently looking into your complaint and will reach out to you by the end of the day or on Monday. We apologize for the delay in communication you've experienced.
  Mynd Experience Team

  Customer response

  10/24/2024

   
  Complaint: 22379191
  
  I am rejecting this response because: no contact was made and thats simply what they do to appear they are working to resolve the issue. I absolutely reject this response because it was a lie. This response is Thursday of the week they were to reach out! 
  
  Sincerely,
  
  ****** ******

*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. ↩