Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I connected with Mynd around 10/18/2024. Their sales representative walked me through their process including their policy of installing a smart lock for $350. i signed the contract with them around 10/23. with an effective date of 10/28.on 11/3 when i visited my property i realized i was completely locked out because Mynd has changed out my existing smart lock with a cheap key entry lock. the lock they had installed is not what they promised during onboarding and sales pitch.i expressed my dissatisfaction with this to my property manager and she agreed to replace my lock at no cost.then they send me a quote for $1400 worth of work required to be performed to get my home to their "rent ready" standard. my home was brand new and in excellent condition. They refused to list my property until these "issues" are resolved. i disagreed with all of it. they said i could also fix these on my own terms but they will need to do another "inspection" to ensure their standards before lilsting. I was however not interested in prolonging my listing process because Mynd was dragging my process and i was losing potential rent money due to this. on 11/6 i asked they terminate my contract and return my original locks to my home.they told me i had to pay 1 months management fees due to having a 30 day notice policy on the contract, and 6 days management fees for the 6 days my contract was active. (around 125 in management fees). i was reluctant but willing to accept this ******** they have added charges for all of the lock replacements which were completely caused due to mismanagement and miscommunication between their sales team, property manager, and technician. they have deducted this amount from my security deposit and unwilling to return it. Property manager is denying her original claims of replacing locks at no cost to me. she is not getting me in touch with a supervisor. also their techs removed items from my garage (new paint buckets) and denying responsibility.

  

  Business response

  02/07/2025

  Hi Dantha,
  Were sorry to receive this complaint and hear about your experience. Since receiving your complaint and external reviews, we have reviewed your account and escalated your feedback to the regional property management team lead for your market. We have confirmed that they are in communication with you and spoke with you earlier today to discuss your feedback.
  Mynd Experience Team

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here are the primary issues I have encountered:Unresolved Sunroom Leak: I have reported a significant leak in the sunroom, which has been ongoing for over two months. Despite multiple requests for repairs, the issue has not been addressed, leading to further damage to the unit.Failure to Provide Timely Maintenance: There have been numerous instances where requested repairs, including basic maintenance tasks, have been delayed or ignored. The apartment management has also failed to provide proper communication regarding when repairs would be completed or updates on their progress.Unreliable Vendors: ******* times, vendors scheduled to perform repairs have either failed to show up or have not followed through with scheduled work, further extending the time that these issues remain unresolved.Refusal to Release Lease: Due to the ongoing lack of maintenance and uninhabitable living conditions, I have requested to be released from my lease. However, the management has refused to honor this request, despite their failure to maintain the unit as required by the lease agreement.

  

  Business response

  02/07/2025

  Hi ****,
  Were sorry to receive this complaint and learn about your experience. Since receiving your complaint, we have reviewed your account and see that you have moved out of the property and are in communication with your resident experience manager.
  If you need any further assistance, our team can be reached at ******************************************************************************.
  The Mynd Experience Team

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I rented with MYND for 2 years 8/15/2022-8/13/2024 and kept the house in the best shape. Once we moved out the house we expected the deposit $3398.00 to be returned to us as it says in our lease agreement, but all weve gotten was robbed and charged for things that never occurred. Weve received $1047.95 from the company and *** tried contacting the company for an explanation on the reasoning behind the charges of work that did not needed to be done and the excessive charges. but no one has replied. I have evidence of how the home looked before we got it and after we moved out also. I thought we had a good company to work with but that quickly changed as soon as we didnt want to renew our lease..its unfortunate and very unsettling someone could steal from people whove been giving good business to them for years. Ive checked the other complaints they received online also and I see that this is something they are used to doing. They must be stopped.

  

  Business response

  01/30/2025

  Hi ********,
  Were sorry to hear about your experience and appreciate you bringing this to our attention. After receiving your review, we shared your concerns with our Resident Experience team. Theyve since looked into your account but were unable to find a record of prior outreach regarding your deposit concerns.
  If youd like to discuss this further, please reach out to the Resident Experience team at *********************************** or give them a call at ****************. 
  Mynd Experience Team

  Customer response

  02/04/2025

   
  Complaint: 22804238
  
  I am rejecting this response because:
  I have tried to get my deposit returned, when I reached out via chat I was only resent the statement of the deductions. 
  

  After now coming to (better business bureau)BBB for help Mynd reaches out to speak, I called the number then provided and also emailed and spoke with a representative named Joliet to explain my situation. She then sends me a dispute form to put all evidence to support my claim but before I could return a response I received another email stating I cannot receive my deposit. I will not give up getting my deposit because it was stolen. Their lack of response has nothing to do with the fact Im owed my deposit. 

  Sincerely,
  
  ******** Person

• Initial Complaint

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a repair request at the beginning of November 2024 to fix a broken window, and was clearly stated as being a result of vandalism. The repair was then scheduled by a member of the Mynd team, with the understanding that this was due to vandalism. The repair was carried on November 25th. On 12/13 I received another email which incorrectly stated the damage happened because of a lawn service(which was not active during this time), and they informed me I was being charged for the repair in the amount of $765. I followed up that day to correct the issue, and was told I would hear from someone. I have since followed up on the 21st, the 26th, the 1st, the 3rd three times, and today 1/8. In all instances I was told the issue would be escalated and you should here from someone soon all while being told I would incur late fees if I did not pay the entire bill amount which included the repair cost. I filed and provided a police report of the incident, as instructed by the Mynd team, and have still yet to hear back from anyone. I have since paid the expense to avoid incurring late fees, and they still will not actually let me speak to the property manager, and continue to say we are waiting on approval. I have also sent the police report 3 separate times. The damage was in no way due to resident action or negligence, or through the action or negligence of a guest, and is therefore the sole responsibility of the landlord, and I would like a refund in the amount of the repair cost.

  

  Business response

  01/16/2025

  Hi ****,
  We are sorry to hear about your experience and appreciate you bringing this to our attention. Please know that we have shared your complaint with our Maintenance Management team so that a team member can review your account and contact you directly. You can expect to be contacted within the next 24 hours.
  Mynd Experience Team

  Customer response

  01/17/2025

   
  Complaint: 22786349
  
  I am rejecting this response because:

  I have not heard from Mynd within the 24 hour period they specified, and that is the same response I have received on every communication I have had with them over the last month.

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

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 3, 2025 We opened a service request to repair our dishwasher that come with the rental duplex. We listed our availability between 1pm and 5pm during the weekdays due to our work schedules. The management team bounced back and forth between the 3rd and 6th of January. They finally scheduled us for the 3rd of January, but they scheduled it for between 8 am to 12 pm, outside of our availability entirely. They did this on the 2nd, and then, without receiving a reply from us, let the scheduling go through and then let us know at 7 am on the 3rd that the technician was on his way. They also let us know that reschedules had to be made 24 hours before the scheduled service and failing to do that and missing the scheduled appointment would cost us 140 dollars. This has happened on multiple occasions.

  

  Business response

  01/16/2025

  Hi Autumn,
  We are sorry to hear about your experience and the inconvenience it has caused. When receiving your complaint, we shared it with our Maintenance Management team. They have since confirmed that you will not be charged for the appointment on January 3rd and have emailed you to confirm this.
  Mynd Experience Team

• 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

*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. ↩