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:09/10/2024

  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.

  Darwin Homes has failed multiple times to offer solutions and repairs in timely manners to the residency of me and my siblings, thus continuing to actively endanger us as we have a broken keypad to enter our home and we went 4 days with a broken window that we had to break ourselves to enter our own home. Several weeks ago the keypad malfunctioned and it was a hassle back then to get someone on the premises to fix the keypad. It took them a week to fix it and then it broke about a week or two later. It was then another hassle for someone to fix it again. Taking over a week and a half to fix it. On September 3rd, 2024 me and my siblings were at work and they ended up getting locked out of the house because the keypad wouldn't work. We were on hold for extended periods of time more than once, we were told someone would come out to fix it and even though somebody eventually came HOURS later, all they did was take pictures of the broken window and never came back. They then proceeded to take 4 days to fix. The managers at Darwin Homes also continuously fail to respond to emails in timely manners and provide appropriate solutions. The customer service team is absolutely incompetent, and it is so egregiously difficult to get a hold of anyone. I have been told multiple times someone would fix it after it's broken twice, and it is still broken. Now they want to legally demand rent after I've told the property manager that we are exercising our right to withhold rent until these repairs are completed as we have been subject to prolonged tenant endangerment, prolonged negligence and also misinformation on the lease. This needs to be taken care of and I will take legal action against them if necessary.

  Business Response

  Date: 09/16/2024

  We regret this frustrating series of events. It is our understanding that the window has been repaired, that the malfunctioning smart lock is scheduled to be removed, and that a concession has been applied to our resident's ledger for their inconvenience.

  Customer Answer

  Date: 09/17/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/09/2024

  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 moved into a home in february of 2024 lease by darwin homes and have had a horrid experience. we want let out of lease with no penalties due to flooring negligence. we have made many calls, emails, work orders, etc to get this repaired and corrected. darwin is failing to provide a safe home for my family.

  Business Response

  Date: 09/23/2024

  ******** - We appreciate you taking the time to submit your complaint and want to ensure we are providing you with a great Resident experience, under Darwin Homes Property Management. Upon looking into our records, it appears that a vendor was dispatched multiple times between February 2024 and April 2024 to resolve this issue, after the initial request for repairs was submitted. We also see that the vendor received an escalated request to return to address this issue in May, as it was reported that it was not fully addressed at the time of service. We are sorry to hear these flooring issues may have persisted, and unfortunately, this work order was closed out as there was no response from you or any of the other tenants residing at this home for the vendor to schedule another service appointment with you. If this issue has in fact persisted, we encourage you to open another request for repairs and we will ensure this gets addressed. Your cooperation with vendor scheduling is imperative to ensure we are able to correct any and all issues present in your home. We value your residency with us - please do not hesitate to reach out to us to discuss this issue, and any other issues you may be having, at any time. 

• Initial Complaint

  Date:09/06/2024

  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.

  In July 2024 ******* experienced Hurricane *****, **************** was one of the harder hit areas and during the hurricane our fence completely got destroyed and a work order was submitted to Darwin Homes to have a replacement fence it took weeks for them to ever even address our issues and when they finally did they only approved one side of the fence and once I raised my concerns about the whole thing needing to be replaced the maintenance supervisor, ******, basically said this is $2200 worth of repairs and thats not good enough for you? No *** it is not good enough for me because its not fixing the entire problem, finally I agreed to have them fix the one side of the fence because I do have a child and pets and needed some time of enclosure, once The one side was fixed I submitted another work order to have the remaining sides fixed and have been going back and forth with Darwin for WEEKS, nobody ever seems to know what Im talking about when I contact them and they usually give me the maintenance supervisors phone number and it goes straight to voicemail. This has been one of the worst companies I have ever rented from and their maintenance department is HORRIBLE. They can easily take the rent money I pay monthly and apply that to getting the equipment and repairing the fence. ALSO, when we did get the one side fixed the repair man let us know Darwin almost did not pay him for unknown reasons. Please contact me for photos and screenshots of all of the outreaches Ive made to the company, they were to large to attach here.

  Business Response

  Date: 09/18/2024

  We apologize for the delay, but we did receive approval from the owner to proceed with additional fence repairs. Our vendor will be reaching out soon to schedule.

• Initial Complaint

  Date:09/06/2024

  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.

  I paid my rent on August 29, 2024 in the amount of $1,730. I have been receiving notices that it hasn't been paid. I am appalled at these incorrect notices. I am also.upset that I had to pay for the air conditioner to be repaired, but have yet to receive a reimbursement.

  Customer Answer

  Date: 10/15/2024

  Complaint: 22247249
  
  I am rejecting this response because:

  I have yet to have the issue resolved in teference to my reimbursement for the air condition repsirs. I have only been harassed about smart hub fees and or whether or not I have paid the rent. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 03/27/2025

  Thank you for sharing your concerns. We sincerely regret any distress caused by the account notifications and appreciate the opportunity to clarify the circumstances and resolution.
  Our records confirm that your August 29, 2024 rent payment of $1,730 was successfully received and applied to your account. The notices you referenced were automated system communications intended as general reminders and not reflective of your payment status at the time they were received. We apologize for the confusion and any inconvenience these messages may have caused.
  Regarding the air conditioning repair, we understand the importance of timely support, especially in urgent situations. After review and approval, your reimbursement was processed and issued in December 2024 in accordance with standard accounting procedures.
  We truly appreciate your patience throughout this process and value your feedback. This case has been noted for internal review as we continue working to improve our communication protocols and processing timelines.

  Customer Answer

  Date: 03/30/2025

  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:09/05/2024

  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.

  Darwin homes left us for about 8 days with no AC during a heatwave in *******. We were forced to stay with family due to unbearable heat, they finally sent out hvac to fix our unit and when we have tried to ask to Prorate our rent due to the 8 days not at the house someone on the customer support line agreed we would talk about it once it was fixed. Its now been 20 days since our AC was fixed and they did not prorate our rent. When we try to contact our property manager it immediately picks up with a very strange recording of someone saying hello? Followed by silence.

  Business Response

  Date: 09/16/2024

  We regret the inconvenience caused during this extended repair. We allow ourselves 48 hours to resolve emergencies and exceeded that standard by 6 days. Therefore we will be applying a 6 day rent abatement to our resident's account.

• Initial Complaint

  Date:08/28/2024

  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 am renting a home from Darwin Homes (**************************************) and for the last few days I have been unable to get a response in regards to a repair to a window that will no longer stay open. All attempts to contact the property management have been met with silence, all attempts to use the renters portal to enter a maintenance request have resulted in the request being automatically closed with no explanation. I called the maintenance line and I was told that I needed to contact the vendor and make the appointment myself despite the lease clearly stating that this was not something that I was to do. Looking online at reviews on ******, trustpilot, etc, it appears that they have been doing the same to other renters as well. This is clearly unacceptable behavior from a property management and I would like to simply have them fulfill their end of the lease agreement.

  Business Response

  Date: 03/25/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay and frustration you experienced regarding the window repair at your home. We understand how important timely communication and maintenance support are, and we regret that your experience fell short of expectations.
  After reviewing your account, we can confirm that the window repair has been completed. For your reference, we are providing the vendor invoice documenting the completed work. We hope this helps offer clarity and assurance that the matter was addressed.
  That said, we recognize that there were issues with communication and the maintenance portal, which created unnecessary confusion. It is never our expectation for residents to coordinate directly with vendors, and we apologize that this was relayed incorrectly during your interaction with our maintenance line. We take this feedback seriously and are reviewing the situation internally to improve our processes and ensure better alignment with our lease obligations and resident expectations moving forward.
  Again, we apologize for any inconvenience this situation may have caused. We remain committed to providing the level of service our residents deserve and appreciate you taking the time to share your experience. Should you have any further questions or require assistance, please dont hesitate to reach out to our team

  Customer Answer

  Date: 03/26/2025

  Complaint: 22210465
  
  I am rejecting this response because:

  For starters: You for some reason waited until march to respond to a complaint issued in August. Cool! 

  Second, You only responded to this after I filed a maintenance request for a second, different window repair on the 25th.

  Thirdly, I am experiencing the EXACT same issues with this maintenance request that I was experiencing before. The requests are randomly being closed and I still do not have an appointment. I recieved a response from the help email at least, but that has still not actually provided me with an appointment for repair despite an entire full business day passing.
  

  The simple fact that your maintenance request form invariably results in the request being cancelled makes your response unacceptable. You simply have not fixed the problem over 6 months later. 

  Regards,
  
  ****** ********

  Business Response

  Date: 03/28/2025

  Dear Mr. ************ style="line-height: inherit; color: rgb(41, 50, 57); font-family: system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(255, 243, 228);"> 
  Thank you for bringing your concerns to our attention, and I sincerely apologize for the inconvenience and frustration you've experienced. We take your feedback seriously and are committed to resolving these issues promptly.
  1.  Delayed Response: I apologize for the delay in addressing your initial complaint. We are reviewing our processes to ensure timely responses in the future.
  2.  Maintenance Request Issues: I understand your frustration with the maintenance request process. It is unacceptable that your requests are being closed without resolution. We are currently investigating the system errors causing these cancellations and are working to implement a solution.
  3.  Current Maintenance Request: I assure you that we are prioritizing your current window repair request.  If this previous request is inactive please submit another request and or call the support team at **************. 
   
  We value your feedback and are committed to improving our services. Thank you for your patience and understanding.
   
  Sincerely,
  
  ****** *.
  Senior ***************** Manager-Pagaya
  **************
  ******************************

• Initial Complaint

  Date:08/27/2024

  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.

  After moving in to our home, our plumbing was backing up into our shower on a regular basis, causing sewage to flow into the shower and not drain. We notified Darwin immediately and did not get anyone to our house until 5 days later. They had to call another plumbing company and caused us to wait over a week with sewage on the floor of our shower. We spoke with our property manager who said they will have to redo the plumbing system in the house, and we should expect them to be finished in another 4 business days. We were contacting this property manager for updates until she completely stopped responding on the second day. It has now been 3 weeks with us displaced from our home, and I have tried multiple times to reach out. She has not responded and to this day, we can only get updates when we speak to the contractors in person. I let ****** know that my work was making special accommodations for me to work in a different city and to please let me know any updates. This was met with no response. They have treated both us tenants and the home itself with disregard, and Darwin has not said anything to us in weeks. They have their system set up such that you cannot call them on the phone, rather, you must setup an appointment time during work hours only or contact a foreign call center to reach them. They told us we are not allowed to speak with the landlord. In multiple cases throughout this ordeal, they have violated the AZ Landlord Tenant Act and do not give us the opportunity to speak with them about how poorly we are being treated.

  Business Response

  Date: 09/20/2024

  This was an ongoing plumbing issue in the home. We offered the residents a hotel to which they asked for a daily rent credit of $130.00. We agreed. As the repair took much longer than anticipated, the plubers ran into deeper issues, we replaced flooring it  did cause the residents to be displaced for longer than expected. However they were given a rent credit for $3,703.70 to cover each day they were out of the home. This is a roommate situation and we were in constant contact with the resident *****. The manager did go out on vacation during this time for a few days but the situation was handled by another manager. We never want to displace a resident especially for a long period of time but ran into additional work once getting into the job. The work has been completed and the residents are back into the home. They have also received the rent credit to their account. 

• Initial Complaint

  Date:08/23/2024

  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.

  We are the tenants at **************************************************************************************************** (Rental Property). We reached out to Darwin Homes over two months ago for some concerns we had with the property. We were informed to submit the concerns to the repair and maintenance portal, in which we posted on 06/29/2024 about the chimney and back porch. A worker assessed the property and took several photographs and found that the porch has detached from the house with several rotting boards which all pose a major safety issue. He also noticed that the siding on the chimney is peeling away from the house allowing water damage to the internal structures, leading to the leaning of the chimney which is also a severe safety issue. We have not received any updates or a resolution to the damages since 07/18/2024.

• Initial Complaint

  Date:08/21/2024

  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.

  On 8/12/2024 we reached out to Darwin Homes to double check the availability of a rental home. We were told the home was available. The home was also still listed on their website as available. We applied for the home and paid $110 in application fees. Our cards had not shown pending, so three days later we contacted again to check the status of the application. The customer service *** said they would escalate it to the leasing **** and get in touch. Less than an hour after that phone call, we received an email saying the property was no longer available. I checked our bank accounts and the charges show pending and finalized later that day. When I contacted Darwin Homes on 8/19, they informed me the application fee was non refundable. At no point during the application process was this made clear. I was able to find in the *** section of their website "a non refundable application fee may be applicable".My opinion is Darwin Homes already had a pending application in progress but chose to leave their property available to collect hundreds more in application fees until a lease was signed. Whatever they claim their policy is, this is an unethical business practice and can easily be abused as it was here. If you are in the process of vetting a tenant, why would you vet another at the same time? And if you're not doing that, whete are the fees going to? I have reached out to Darwin Homes by phone and email and they will not return my call. I request that the $110 be credited back to our cards and I will search for all sites with a review system for Darwin Homes and social media to warn people of them until it is done.

  Business Response

  Date: 02/27/2025

  Application fees are advertised as non-refundable; however we will be happy transfer applications to different homes if the home the applicant initially applied for becomes unavailable.

• Initial Complaint

  Date:08/14/2024

  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.

  In an attempt to summarize less than 2000 words. When looking for a home in the area, I initially viewed a home and put in an application under then, ***************** That prop management team later informed me that the home i viewed was already signed on and shouldn't have been viewed. They allowed me to afford the application fee to another property in the area. The only property was ************************* I was not allowed to see the property until AFTER i signed the lease. Upon move in, property manager from **************** assured me that based on the situation, if i wanted to terminate the lease early, there would be no issue for the duration of my stay. After 3 years of maintaining the property (sole tenant, lawn treatment, landscaping, screen door installation, and at the words of the pre-inspection tech on move out "immaculate condition) I found myself in a situation needing to relocate due to both employment and personal matters. Following less that polite interactions with an agent and the inability to get anyone on the phone. I was presented with some numbers that would be the amount on move out. However, no one would take into account the previous agreed upon clause with the original management company. Post- move out, i received a bill for not only move out costs, but what appears to be an extortion attempt to gain more money based on basic wear and tear (minimal at best) paint scuffs over the course of 3 years. When attempting to communicate with the Darwin team, they refuse to have a phone conversation and continue to repeat the same verbiage, even when questioned as to why so much is being added. In addition, there has been no account of what the pre-inspection report stated nor any willingness to assist in having a conversation about the concern. I will also be looking to email either the CEO *************************** or the *** ***************************** in an attempt to afford a more professional conversation regarding business practices.

  Business Response

  Date: 03/06/2025

  After reviewing your file and correspondence, it appears that we were able to reverse some of the charges. However, upon further review, it was determined that the damages were not attributable to normal wear and tear, and therefore, the charges stand. We appreciate your understanding in this matter.

  Customer Answer

  Date: 03/07/2025

  Complaint: 22138512
  
  I am rejecting this response because:  There were multiple conversations regarding the report that was sent. In addition, I specifically requested to have the pre-exit walk through done so that I could ensure there were no issues I'd be able to take care of.  I was told during that visit that with the exception of some paint, that the home was basically move in ready.  The point of that pre move out inspection was to ensure I had the opportunity to fix any concern.  No concern was given.  This would appear to be a dishonest practice if the company states a pre-move out inspection is to ensure the Accountability of the tenant, then add charges the inspection personnel stated would not be an issue/did not mention in anyway. 
  
  Regards,
  
  **** ********

  Business Response

  Date: 03/13/2025

  I have attached documentation of the items that were charged as well as a break down of those charges. After reviewing it seems to match up with what you are claiming, the damages being charged for are some painting, damage to a door and some trash that was left behind. which originally totaled $377, we then reduced those items to $262 as a sign of good faith.

  Customer Answer

  Date: 03/13/2025

  Complaint: 22138512
  
  I am rejecting this response because:  the pre mode out inspection gentleman started there was nothing needed to move out of the home.  They're was no additional damage done after that inspection which should be verified by the photos he took.  The point still stands that there is a process in place to avoid charging a tenant,  but that process seems to be a dishonest practice if completed but still being charged.  That fact remains regardless of any "good faith" adjustments.  As stated prior,  I personally spent money to ensure the home was in good condition exterior (lawn fertilization,  mulching flower beds, continued care) and interior.  There were zero complaints during my time there from property management or the location,  in addition to consistent payments/ investment as mentioned previously.  Being assured from the prior management company there would be no issue in early move based on the issues I had moving in,  as well as having the pre move put inspection done seems to dictate that this is an effort to extort additional funds unnecessarily. 
  
  Regards,
  
  **** ********