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:04/08/2025

  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 trying to pay my portion of the rent since 3/28/2025 but on my account, it will not let me it wont me to pay I have reached out some many times and I have called over 50 times emailed over 25 emails now another three day notice this company is trash for real wanting to scam people out there hard earn money I have recorded all the conversations when I called and I have all my emails as well Im ready to have my day in court with you people literally I have never been late on rent now the portal has not worked for 12 days literally every day I call I talk to a assistant manager named *** he tells me hes waiting on us senior property manager to fix the issue I have still get to have anybody return any of my calls or email when I tell you, this is ridiculous. Its out of handand then they wanna add all these extra late charges for something. Theyre telling me that is wrong with everyone portal its like they only give you to run around to lies. This is literally the worst company to rent from in ******* and I didn't rent from them they took over my lease from Home Rivers and I hate they ever did literally the company is straight TRASH !

  Business Response

  Date: 04/11/2025

  Dear Quarnovia,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced while attempting to make a payment through the resident portal. We understand how upsetting this situation has been and appreciate your persistence in bringing it to our attention.
  
  After reviewing your account, we can confirm that your payment was successfully processed. In recognition of the difficulty you faced and as a goodwill gesture, we have submitted a request to our accounting team to remove the late fees charged in April.
  
  Were committed to ensuring that your experience moving forward is more positive. If you have any additional questions or concerns, please dont hesitate to contact us directly at **************************************** here to help.
  Thank you again for your patience, and we truly appreciate the opportunity to resolve this matter.
  
  Best regards,
  ********* ******

• Initial Complaint

  Date:04/06/2025

  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.

  I have two maintenance submissions, one from a pool pump that was supposed to be fixed back in December, it never was, and a broken garage door March 4th. They do not return emails, there is no direct communication between resident and a property manager, always being told someone will reach out to you.I have met with the courts to set up a rent escrow as they have not held up their end of the lease in the State of Arizona as they continue to deny the requests and not fix the issues.

  Business Response

  Date: 04/22/2025

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience you've experienced related to your maintenance requests and communication with our team.
  We understand how important timely repairs and consistent communication are to the resident experience, and we appreciate the opportunity to respond and provide updates on the actions taken thus far.
  With regard to the pool, a credit totaling $320reflecting pool-related fees for March and Aprilhas been applied to your account as a gesture of good faith. This credit is available to offset future charges.
  Regarding the garage door, we understand the inconvenience caused and sincerely apologize for the delay. Please note that estimates for the needed repairs have been obtained and are currently pending final approval by the property owner. we must receive owner authorization prior to proceeding. We recognize that this process can be frustrating and are actively working to move things forward. Once repairs are completed, we remain open to reviewing the matter further to determine whether an additional credit is appropriate.
  We also acknowledge your concern about communication. While our operating model typically prioritizes written correspondence to ensure a clear and documented record, we regret any delays in responses or follow-through you've experienced. Your feedback is being reviewed internally to support improvements in how we manage resident inquiries and follow-up.
  We understand youve taken steps toward rent escrow and respect your right to explore all available options under Arizona law. Our team remains committed to resolving outstanding maintenance concerns and continuing this conversation in good faith.
  If there are any updates or additional documentation you would like to share, we welcome the opportunity to review it.

  Customer Answer

  Date: 04/22/2025

  Complaint: 23167141
  
  I am rejecting this response because:

  The credit applied is because the pool service told you they would no longer be able to service the pool due to the algae overgrowth from several months of the water not being circulated because you denied every proposal. That is not a good faith gesture but rather the bare minimum you should have been doing since October of 2024 when the pool pump stopped working. 
  

  Your statement of trying to do better with inquiries has become boy who cried wolf as Ive been told every week that someone will be reaching out and escalating my situation.  No one has reached out and now my pool is overrun with mosquitoes, so no escalation has happened either  

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

  Business Response

  Date: 04/30/2025

  Thank you for your response and for providing additional context. We sincerely regret the continued frustration and inconvenience this situation has caused, and we appreciate the opportunity to address your concerns further.
  With respect to the credit issued for the pool service disruption, we fully acknowledge your position and understand your perspective. The credit was provided as a good faith gesture in response to the lapse in service. However, we recognize that it does not fully reflect the broader impact or the duration of the challenges you've faced since the pool pump issue began in October 2024. We regret that earlier repair proposals were not approved in a timely manner and understand that the resulting delay directly contributed to the deterioration of the pools condition.
  We have since re-escalated this matter with both the property owner and the assigned vendor, and approval to proceed was obtained. We also followed up with you directly to confirm next steps and ensure you were informed once action was authorized.
  We acknowledge your concerns regarding communicationparticularly the repeated assurances of follow-up that did not materialize. Your feedback is entirely valid, and we deeply regret that these missteps have contributed to a loss of trust. As part of our commitment to accountability and transparency, we are reviewing the internal handling of this case and will take corrective action as needed to prevent similar issues from occurring in the future. We are also including relevant communication records for your reference, including recent confirmation of pool work being completed, and notice of the garage door scheduled for repair on 4/30/2025.
  Our goal is to provide a safe, well-maintained living environment and to deliver consistent, reliable service. We are committed to improving both our processes and our communication standards. Moving forward, we will continue to work closely with the property owner to ensure a more responsive and proactive approach, and we hope to restore your confidence in our management.
  

  Customer Answer

  Date: 04/30/2025

  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:04/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our experience with Darwin Homes has been incredibly frustrating and disappointing. Since the transition from ****, the management has been disorganized and unresponsive. We never received timely links to set up our new portal, and despite having signed our lease renewal twice with ****, Darwin claims they have no record of it. Instead of working with us to resolve the issue, they are attempting to charge us a prorated fee for their ********** responsible tenants who have always paid rent on time and signed lease renewals well in advance, we expected better communication and accountability. To make matters worse, no one from management or customer service has reached out to us directly to discuss the situation. Instead, we have had to repeatedly advocate for ourselves to prevent being unfairly charged for something that was completely out of our control.If you are considering renting from Darwin Homes, be aware that their handling of property management transitions has been chaotic and unprofessional. We sincerely hope they improve their communication and take responsibility for their errors rather than passing the burden onto tenants.

  Business Response

  Date: 04/15/2025

  After review of your file it. appears the charge in question is due to a renewal issue with teh previous management company. Unfortunately if we can not verify your lease was renewed, we can not waive the fees. PLease provide us a copy of the signed renewal and we can re visit the charges. 

• Initial Complaint

  Date:04/01/2025

  Type:Billing 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 renting the property since 11/2023. I had the water/sewer in my name, but someone from their office switched it to their name in February 2024. When I found out, I went back and switched it back. The utility company let me know that the ** would receive the final bill and bill it to me. The ** did receive the final bill, but never billed it to my account or paid it, so there was a lien put on the property. Now they are trying to change me for the lien fee of $182.00 and their deposit of $75.00. This issue started because someone in their office took the service out of my name, then compounded the issue by not paying the final bill or charging me for it. I will agree to pay the past due amount on the account plus and CC processing fees but not the other 2 amounts.

  Business Response

  Date: 04/23/2025

  I spoke to ***** today and informed her that per our utility coordinator and Clay County Utilities, the lien was not due to a past due balance on our (Darwin Homes) Clay County account. Our balance was paid and assessed to the resident on 3/25/24 and closed out with a $0 balance. I told ***** that she needs to submit proof all her bills have been paid on time, and the lien was not placed on the property due to a balance on our account. She will be going to Clay County Utilities on 4/28 to get documentation to find out if the lien was her fault. If it was due to an unpaid balance on her account, she agree to pay the lien in full.

• Initial Complaint

  Date:03/31/2025

  Type:Customer Service 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 is one of the most disorganized, non responsive and tragic company. They charged me for four months back renters insurance instead of alerting me when just one month's cost was applied, then charged a late fee when no one responded to my inquiry for over a week. I have had a non working A/C and heater for a year with an elderly mother. Then I've been waiting 3 weeks for someone to get back to me about my lease renewal and here we are on the last day and I have still heard from NO ONE!

  Business Response

  Date: 04/22/2025

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration and inconvenience youve experienced and appreciate the opportunity to clarify the actions our team has taken to address your concerns.
  Upon reviewing your account, we found that communications received via phone and email were responded to in a timely manner. For transparency, we are including records of these interactions with our response. That said, we absolutely welcome any specific examples you may wish to share for further review, as we are committed to continuous improvement and ensuring every concern is addressed appropriately.
  We also acknowledge that our management of the property began toward the end of last year. Transitions of this nature can sometimes be challenging, and we apologize for any disruption or inconvenience you experienced during that period.
  Regarding the renters insurance charges, we understand the importance of account clarity. When proof of insurance is not provided, our system automatically issues a policy and applies the associated charge to the account. Once valid documentation is submitted, our team promptly works to reverse the charge in accordance with lease terms and internal policy. In your case, we confirm that the charge was reversed, resulting in a $180 credit to your account for use toward future rent or applicable charges. We apologize for any confusion this may have caused.
  We also want to acknowledge your concern about the **** system. Maintenance requests of this nature often require diagnostic assessment, vendor estimates, and in some cases, landlord approval, which can introduce delays. We sincerely apologize for any inconvenience caused during this process. For your reference, we are including the vendor invoice as confirmation that the repair was completed.
  Finally, we understand your concerns regarding the lease renewal process. Ongoing communication has taken place regarding your renewal, and we are actively working to finalize the remaining details. We value your continued tenancy and appreciate your patience. If you would like a summary of the current status, our team is happy to provide that at your convenience.
  We remain committed to improving your experience and view your feedback as a valuable opportunity to do so. Please dont hesitate to reach out with any remaining questions or additional information youd like us to review.
  

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your property ******************************************************************************** back yard is a complete mess. It is full of leaves, sticks and tress that have dead branches, limb, that need to be looked at by a profesional. I have contacted darwin through ******* a week ago. At the back of your property is a drainage are that leads to a storm water drain, your property used to have a fence that is now gone, and the yard was never cleaned up.The first good rain will wash all this yard debris to the stormwater drain and clog it and will flood 8 yards.I have sent pictures through zendesk.Please be a good neighbor and clean up your backyard.

  Business Response

  Date: 04/17/2025

  Thank you so much for providing us with this feedback regarding the property we manage at ****************************. We are working with a vendor now to address the issues. Thanks! 

  Customer Answer

  Date: 04/18/2025

  Complaint: 23115040
  
  I am rejecting this response because:
  Standard responce, the following I received on March 20 2025 below with nothing done.
  
  
  Regards,
  
  **** *******

  Standard responce, the following I received on March 20 2025 below with nothing done.

  Hello *******,
   
  Thank you for bringing these concerns to our attention. We acknowledge the issues youve outlined regarding the drainage ditch, blocked drain, potential flooding risk, and tree maintenance behind **********************************************************************************************
   
  We want to assure you that we have already escalated this matter to the property owner for review and action. We understand the urgency, especially given the rainy season, and will provide updates as soon as we receive further information regarding the next steps.
   
  We appreciate your patience and will keep you informed on any developments.
   
  Best regards,
  Arian
  Assistant Property Manager
  Darwin Homes
  **************************************************************

  Business Response

  Date: 04/21/2025

  Thank you for your continued communication and for sharing your concerns with us. We sincerely regret any inconvenience this situation has caused and want to assure you that we take the matter seriously. We understand your frustration, especially given your outreach to our company in March, and we apologize if our previous response did not fully acknowledge your earlier efforts to bring this issue to our attention. Please know that we are actively reviewing our internal communications and response timeline with our team to identify where improvements can be made. Your feedback has highlighted important opportunities for process enhancement, particularly in how we respond to and prioritize concerns from neighbors and community members.
  We remain committed to addressing this matter and appreciate your patience as we work with our vendor and internal teams to ensure a more timely and effective resolution. If you have any additional information you'd like to share in the meantime, we welcome your input and are happy to continue the dialogue.

  Customer Answer

  Date: 04/22/2025

  Complaint: 23115040
  
  I am rejecting this response because: nothing has been done to this backyard. When previous tenant moved into this house, the yard was in good shape. Tenant let the back yard become overgrown, trees have fallen, ground covered with branches and leaves, poison ivy etc,, trees that need a arborist to check on. There was a fence that held all the yard debris, but that has been removed and now with a rain it will all wash into my yard and then into the storm drain.

  Clean up this yard and be a good neighbor as your website and policy state.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:03/24/2025

  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.

  For three years we have paid rent on time even after the management company switched during the lease. In email correspondence and on the Darwin Homes website they state that we can give written notice 30 to 60 days that we will not be renewing the lease. We gave them notice 37 days before the lease ended. Our lease states 60 days prior to lease termination. They are trying to charge us rent when we have already moved out and gave them enough notice ahead of time. Nowhere did any person inform us that there would be penalties or that we were late in notifying them that we would not be renewing the lease. They tried to charge us rent and then immediately reversed the charge. After another week they decided they will charge us for an extra month of rent. They already have new tenants in the property so they are receiving double rent when only one new family lives in the home. I can understand if there was a loss in rent but they already have someone new moved in and there should be some laws surrounding charging two sets of people rent for the exact same location regardless of the lease. They also gave no sign of excessive damages for having to repaint the inside of the house. Just stated it was the landlord request and we are obligated to pay for it. We are only on the hook for excessive damages. This whole time no one showed us the house, we never met anyone in person, and the correspondence wait weeks before ever getting back to us even though we call and email them accordingly. They have an Indian call center that cannot access any information or transfer us to someone who can actually help.

  Business Response

  Date: 04/22/2025

  Thank you for taking the time to share your concerns. We sincerely regret the frustration and dissatisfaction you experienced during your move-out process, and we appreciate the opportunity to offer clarification.
  Per the terms outlined in your signed lease agreementspecifically Section 2.7a 60-day written notice is required prior to the end of the lease term. Because a lease renewal was not completed, the original lease terms remained in effect, including the notice requirement. Your notice of non-renewal, while appreciated, was received 37 days before the lease end date and therefore did not meet the contractual 60-day requirement. As a result, charges for insufficient notice were assessed in accordance with the lease.
  We understand your concern regarding the absence of a separate notification about these charges. However, the lease serves as the binding agreement and acknowledgment of all obligations, including the notice period. Under the terms of the lease, a separate reminder is not required for enforcement.
  Regarding your comment about being charged "double rent," wed like to clarify that no rent was charged beyond the period of your responsibility. All charges applied to your account were based strictly on the terms of your lease and the date your notice was submitted. The timing of a new tenants move-in does not alter your contractual obligations or result in overlapping charges to your account.
  The move-out charges were determined based on the condition of the home upon your departure and aligned with owner-approved maintenance needs. These charges reflect documented findings from the move-out inspection and follow applicable guidelines for wear and tear. We would be happy to share the inspection report and a breakdown of the assessed charges for your review.
  Our team communicated with you throughout the move-out process via written correspondence, and based on our review, those communications accurately reflected your lease terms and account status. That said, we recognize the importance of clear, timely, and compassionate communicationparticularly during transitional periodsand we will be reviewing this case internally to identify opportunities for improving the resident experience.
  We sincerely appreciate your residency over the past three years and regret that the conclusion of your lease did not meet your expectations. If you have additional documentation to provide or would like to further discuss your account, we remain open to continued dialogue and welcome the opportunity to assist.

  Customer Answer

  Date: 04/22/2025

  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:03/16/2025

  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.

  My problem with Darwin homes dates back to October 2024. I was charged for a broken toilet in the amount of $400. I spoke with ******** ****** about this and she was to look into this fee. I was assured no additional fees would be charged while this was being looked into. I continued to contact ******** over the next few months ( 11/4, 11/8,12/5, 12/6, 12/18, 12/22, 1/18) all in regards to this issue and asking for an answer. During this time I continued to be charged late fees and legal fees and was told by ******** that she was still waiting on the owner to respond, I was again assured that I would not be responsible for any late fees and once the owner responded she would work her leadership team to remove the fees and that they were automatic and to not worry. On 1/18 I was told the owner said the fees should be my responsibility and due to me fighting fees with no response for month I just paid the mantaince fee in full, I did not pay the late fees as ******** said not too- her response in email- As there are late fees that have accumulated in the time we've been working with the homeowner to dispute this charge, I will work with leadership and our accounting team to have those removed. I am now getting collection calls and have scheduled 3 calls for ******** to contact me (2/18, 3/10 &3/12) and she is now no showing all these calls. You can only email a shared email address or request a call back and there is no contact number, I have called customer service and they can only send messages yet still no return calls- they are now ignoring all my calls and messages as my balance continues to get larger. To make matters worse I am now getting charged $400 for a HOA violation about my grass being discolored in a historically cold winter, I sent pictures of my grass showing it to be in great condition and upon asking my neighbors I am finding out we dont even have a HOA in this neighborhood. No responses to these emails or calls either about this concern.

  Business Response

  Date: 04/03/2025

  Looking at your file it looks like we were able to get this issue resolved. I appreciate your patience. 

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on feb4th i thought i was experiencing a power outage Feb 5th called oncor they cut my electricity out due to the meter base and meter base was fried they stated the house couldve have caught on fire and they also stated both needed to be replaced.feb 5th-15th me and my daughter had-to stay in hotel totaling ****** Had to get a loan to pay for hotel and food ******** I receive disability if the loan is not paid in ***************************************************************************************************************** a credit of ****** which towards my rend been reaching out to you guys no response txu also charge 110 reconnection fee because of my car broke down I have to pay people to get us back-and-forth where we needed to go.

  Business Response

  Date: 03/31/2025

  Dear *****,
  
  Thank you for your continued communication regarding your concerns. I want to assure you that we have taken your feedback seriously and have been actively working to address the matter.
  
  As part of our efforts to resolve this, I have submitted a concession request on your behalf for review by both my supervisor and the property owner. While I cannot guarantee the outcome, I will notify you directly as soon as a decision has been made.
  
  We remain committed to working with you toward a fair and timely resolution. Should you have any additional questions or concerns in the meantime, please feel free to contact us directly at **************************************************************.
  
  Sincerely,
  ********* ******

• Initial Complaint

  Date:03/11/2025

  Type:Billing 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 purchased my rent home from *************** halfway through my lease. My lease with *************** ended on February 28th, 2024 and Darwin homes called me asking if Id like to renew. I asked them to send me the lease renewal to review. They didnt send the lease renewal for my review until March 7th, 2025. When I went to pay my rent on March 1st, 2025 I noticed there was almost $1,000 extra in fees attempting to be charged to my account. I wasnt notified of any fees 30 days prior. They tried saying I had a renters insurance policy coverage lapse and I have provided them with proof that I have had absolutely no lapse in coverage. They then tried stating that all of these extra fees were included in my original lease from *************** which is untrue because I wasnt billed these fees for the entire year and they are not included in my original lease with *************** and I no longer have a lease with *************** as that lease ended as of February 28th, 2025. I have attempted to contact Darwin Homes to resolve this issue multiple times via phone and email since they released these charges on March 1st and have only received an email back asking to be sent a screenshot of my renters insurance policy which I provided immediately. It is not March 11th, 2025 and they are trying to charge me late fees on non rent fees as Ive paid my rent as its outlined in my previous lease and they have also sent a legal rent demand notice for these fees that are not rent.

  Business Response

  Date: 03/31/2025

  Hello ******,
  
  Thank you for reaching out and providing additional details regarding the charges added to your lease. We appreciate the opportunity to review your concerns.
  
  As part of our transition process, a lease audit was conducted to ensure all leases inherited from *************** accurately reflected the fees outlined in each residents signed agreement. During this review, it was found that certain fees included in your lease had not been charged during the applicable months. In order to bring your ledger into alignment with the signed lease terms, these fees were added retroactively, as permitted by the lease agreement.
  We understand that this may have come as a surprise and would be happy to work with you on a payment plan to help resolve the outstanding balance.
  
  Additionally, if you do not have a smart home lock installed, please email a photo of your front door to ************************************* If the smart home fee was incorrectly applied by ***************, we will gladly correct it.
  
  While your lease officially ended on January 31, 2025, it has continued on a month-to-month basis per the lease terms. If you have any further questions or need additional support, please dont hesitate to contact us directly.
  
  Thank you,
  ********* ******

  Customer Answer

  Date: 03/31/2025

  Complaint: 23048407
  
  I am rejecting this response because: no where in my *************** lease does it state that these would be charged and I would be more then happy to provide a copy as Ive stated multiple times to all the different people that have responded via email since Im unable to communicate with the same person throughout this interaction.
  
  Regards,
  
  ****** *****