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:02/27/2025

  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.

  WHAT A NIGHTMARE DARWIN HOMES HAS BEEN!!!!We've been renting from Darwin Homes since November 2024, and almost right away, we noticed the laminate floor was sagging. One of their contractors looked at it, found a foundation crack, did some cosmetic fix that didn't work, and broke more flooring in the process! He left it a mess jagged edges, raised, mismatched panels and all. Half the time we've been here, it's been dangerous, and our seven-year-old's already fallen twice. We're delaying our furniture delivery and facing extra charges because of this. We've filed tons of repair requests, but they just send more contractors to take pictures, get estimates they don't like, deny it, and close the maintenance request order. They're violating our lease by not maintaining the property and making the necessary repairs while we're still paying rent! We need the *actual* property manager to assess the damage, not more contractors who'll just give them a cheap fix they'll reject, like the last guy. They don't care about the dangerous conditions they just want the rent. Lessen (their maintenance and repair company) and Darwin Homes are blaming each other, and for over $2100 a month, we can't even walk safely around the house or get our furniture in! It has been almost 3 out of the 4 months we have been occupying the property and they can't get their act together and fix the problem once and for all. YOU NEED TO DO BETTER!

  Business Response

  Date: 03/20/2025

  The complaint against the Management Company Darwin Homes has been resolved satisfactorily. The aforementioned company completed all work related to the flooring issue with the property on 3/18/2025 after months of inaction.

   

  Thank you for the attention to this matter.

• Initial Complaint

  Date:02/27/2025

  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.

  Hello this month they charged me an extra $120 dollars for a lapse in insurance, when there wasnt a lapse in insurance. I sent them a pdf in an email showing them I didnt have a lapse and that I had coverage from October 2024 till October of 2025. Ive called multiple times and emailed and nothing has been done. I dont have the extra money to give them since they charge me random times and Im sick of it. Also since they have tooken over from my old company I asked several times about the refund I was supposed to be receiving on their end from them charging me multiple times for water bills at the last company. I pay the water bill through the city and nothing has been returned to me. I send them emails showing all the receipts and nothing has been done. The first email I sent them was Monday and then again yesterday.

  Business Response

  Date: 04/04/2025

  Dear *********,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration caused by the renters insurance charges that were posted to your account.
  
  Upon reviewing your lease, the Resident Benefits Package Addendum outlines that Tenant shall pay $30.00/month for ***************** Waiver fee. When our team assumed management, a full lease audit was conducted to ensure all accounts reflected the terms of each residents signed agreement. Any previously uncharged fees outlined in the leasesuch as the renters insurance waiverwere added to ensure compliance with the lease terms.
  
  That said, if you maintain your own renters insurance policy and it meets the required coverage criteria, were more than happy to waive the previously charged fees and remove the recurring charges going forward.
  
  To move forward, please send a copy of your renters insurance policy to ************************************ and request that it be forwarded to your Property Manager, ***** *******, for review. Once received and verified, well make the necessary adjustments.
  
  We appreciate your understanding and the opportunity to resolve this. If you have any further questions, dont hesitate to reach out.
  
  Sincerely,
  ********* ******

• Initial Complaint

  Date:02/25/2025

  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.

  Darwin Homes is charging us tenants for a front door k*** that broke. We received an email that stated the total would be $305 for the charge. We have been emailing, asking for an itemized list for the cost breakdown of the repair. We have also been asking for the company to call so that we could resolve the issue quickly. We began asking for these requests (call and itemized list) on 02/18/2025, we have received one phone call (despite asking for more) and no itemized list. We keep getting emails that say, 'rest assured we are working to resolve this issue' and 'we are escalating this problem.'There has been no resolve. The due date is nearing in four days, and we do not feel as though we are being heard or acknowledged. It feels as though the due date is going to pass before we receive adequate communication. We talked with the maintenance man that came to do the repair (while he was there), he indicated that the door k*** that Darwin Homes purchased for the fix costs $50. Darwin Homes also confirmed the door k*** cost the company $50 (we have this documented in an email). The associate who was emailing us also indicated that the cost was $255, which is not what is reflected in our account. Our bill is set at $305. The labor that the man received as payment was $114. The total therefore would be 50 + 114 = $164. Darwin Homes is charging us $305. There is a discrepancy of $141. We do not feel as though 1) the charge is correct, we believe we are being overcharged 2) that we the tenants should be paying for this repair 3) the door and door k*** is still not fixed, but they are still requiring us to pay for this 4) no one is communicating with us properly so that we have correct information.Dates asked for itemized list:-02/18/2025, 1:36pm, Email -02/18/2025, 3:03pm, Email -02/24/2025, 12:54pm, Email -02/24/2025, 3:50pm, Email -02/25/2025, 12:32pm, Email Beyond just those dates listed, we have asked for calls and updates numerous times.

  Business Response

  Date: 03/13/2025

  Per the lease agreement, the resident is responsible for damages caused to the property by the resident, guests, break ins or burglary. this can be foudn in section 9.6 of the lease. Being that you came home and the door was like this would fall into this category. I have attached a snip of the lease section. 
  
  As far as the amount being charged. the chrge is just being passed along from the vendor, no additional fees are being added. It is unclear at where the number the worker on site came from. 

  Customer Answer

  Date: 03/13/2025

  Complaint: 22989031
  
  I am rejecting this response because:

  We have repeatedly requested an itemized list but have yet to receive one. It remains unclear why we are being charged $305, as no explanation has been provided. Essentially, we are being told: "We cannot provide an itemized list or justify the cost, but the payment is still required." We were also threatened with late fees. This is unfair to the tenants.

  Additionally, we have documentation showing that even your own employees do not understand the cost breakdown. We simply want transparency regarding what we are being charged for. Based on information directly from the vendor, we are aware of both product and labor costs for this procedure, and it appears that we are being overcharged. Yet, we are not being given access to a detailed breakdownwhile still being required to pay.

  We have repeatedly requested clarification, yet we still have not received it. Despite our consistent and proactive communication, nothing is being addressed. 

  Can we please receive a cost breakdown? 

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

• Initial Complaint

  Date:01/30/2025

  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.

  I am renting a property that was turned over to Adoor Property Management by Darwin Homes. On Aug 8, 2024, I signed a lease with ************************* on Aug ******* Adoor Property Management by Darwin home. In my lease states on pg. 7 section 3.2 Utilities Responsibly: That the lesser is responsible for Utilities. The Lesser must show proof of utilities are in lesser name before moving. All that was done. Now on January 23, 2025, I receive an email from ********** stating that they will be point of contact for my utilities. But I am not able to pay through them online. I have to pay my Property Management Company. I call the utility company, and they confirmed that Adoor Property Management by Darwin Homes switch it to their name. I reach out to customer service on 01/24/2025 in the AM. I was told that they would call back. No call back. I called again around 3:30 Pm 01/24/2025 spoke to ******** ********, explain my issue, he put me on hold 3 times. Once he finally came back to me, he said that there is nothing I can do, and he would send me an email regarding Conservice. I asked him to explain, and he said "NO" read your email. Well, I did read the email. It states that if I signed addendum to section 3.2 Utilities Responsible that I can't have it changed. Well, I don't have a signed addendum to my lease. I sent several people an email explaining this and other major issues I am having. All I have gotten back was an email stating someone with contact me. I now have a charge of $184 for Utilites on the resident portal that is due now. I set an follow up email on 01/27/205 still no one has contact me. Company is breach of a contact and refuse to call. I am unable to send a certified letter because they will not give me an address. They do not put phone number on email so you can contact that person directly. Again, this a breach of contact.

  Business Response

  Date: 02/18/2025

  We sincerely apologize for this situation. Adoor Property Management did not authorize or instruct Conservice to place utilities in our name. The resident is welcome to place utilities back in their own name, and we will certainly reimburse the resident for any connection fees incurred. Again, our apologies for the inconvenience and confusion this has caused.

  Customer Answer

  Date: 02/20/2025

  Complaint: 22874755
  
  I am rejecting this response because:

  I have attached a letter of why my lease needs to be terminate and why they are in breach of my lease.
  
  

  They are in breach of my lease, and I WANT the lease to be terminate.
  All I WANT is to have this lease TERMINATED AS OF MARCH 15, 2025, and I WANT my deposit of $2800 sent to me within 48 hours before.Just like Adoor Property Management by Darwin Homes would ask if they were to evict.  ************ is not trustworthy, and they are running a shady business by not providing a Corporate Phone Number and a Manager name. or Corporate Address.  Everything is being done by someone that is not helpful and demanding that I pay for their mistake.
  This would not have been an issue if they had helped with the issue when it was first brought to their attention.  But instead, they decided to tell me there was nothing I could do until I contacted the BBB.

  I have also sent the same letter to the same contact that stated that I am still responsible for fees, service fees and utilities not in my name.

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

  Business Response

  Date: 02/27/2025

  This is a different issue than what was initially mentioned in this complaint. Resident is still welcome to restore utilities to their name. If resident wishes to terminate their lease early, please send written notice to ********************** Per the terms of the lease, an early termination fee equal to two months of rent will apply. The deposit will be processed in accordance with state statute.

  Customer Answer

  Date: 02/27/2025

  Complaint: 22874755
  
  I am rejecting this response because:

  This was in my original complaint. Adoor Property Management went and changed utilities in your name. I was never notified that this was going to happen.  When I tried to reach out no one would speak to me.  All I got was read the email that is being sent to you.  Furthermore, you are now two months behind in the utilities.  This change should have never happened.  Before I contacted the BBB I sent several emails with NO responds back, only when I reached out to the BBB you are now responding.  In my first complaint I stated that due to Adoor Property Management breaching the lease and NO one contacting me back I would not be renewing my lease and would be vacating the property.  Because of your mishandling this I miss work, which means I LOST pay.  I had to pay for a deposit that should have never happened.  At the end YOU, Adoor Property Managment are the ones that have caused all this issues.  The last email I have received was on 02/21/2025, stating that someone would contact me.  Well has yet to happen. I really don't care at this point because your company does not respond to their tenants unless they are submitting a complaint or if your company feels that they can turn the issue around to blame the tenants.  Again, I am missing work because I have to take time to respond to all this.  More money out of my pocket.  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:01/28/2025

  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.

  In August of 2024, I entered into a lease with '****************'. Throughout the first months of lease, multiple complaints were filed with the original company regarding issues with the property. Namely, these issues were; incorrect size of air filter delivery, the lack of smart locks even though they are guaranteed by the lease and carry a separate fee (which was paid), and unsafe living conditions caused by a neighboring lean to fence adjacent to the property. Multiple complaints were filed and never resolved. Several months into the lease, the property management was transferred to 'Darwin Homes', who now claim they have no obligation to fix the issues as 'they were not notified'. It is not the responsibility of the tenant to submit multiple requests when management changes; that responsibility lies with the management companies and landlord. Now, after a notice to terminate was sent in response to the issues, Darwin homes is attempting to enforce an 'Early Termination Fee' even though Texas Law allows for tenants to break leases without penalties when such issues remain unaddressed. Throughout the ordeal, Darwin Homes has displayed an inability to both respond to and address tenant complaints, has continued to levy the 'Smart Home Fee' charge without supplying the hardware as defined in the Lease, and refuses to allow us to leave the property cleanly. They have, on multiple occasions through phone calls, refused to provide a mailing address to which certified mail can be sent, acknowledge the move out request, or respond to issues in a timely manner.

  Business Response

  Date: 02/04/2025

  Dear *****,
  
  We have thoroughly reviewed and addressed your concerns, offering multiple solutions to assist you. However, you have chosen to proceed with the early termination of your lease. The reasons you provided for your move-out do not meet the criteria for waiving the early termination fee. Additionally, since service requests were not submitted through your resident portal, we were not made aware of any outstanding maintenance issues requiring attention.
  
  For reference, please see below the email I previously sent in response to your notice to vacate, which outlines the solutions offered for each of your concerns that you declined and chose to proceed with the early termination of the lease:
  
  Thank you for submitting your notice to vacate. After reviewing your concerns and account history since ********************** assumed management in October, I would like to address the issues you raised and provide clarity and potential resolutions. Please note that we will proceed with the early termination fee as outlined in your lease agreement if you decide to move out on February 15, 2025.
   
  Responses to Your Concerns
  1. Failure to Provide Updated Lease Information:
  When management transitions occur during an active lease period, the lease terms remain in effect under the new management company, and new lease contracts are not issued. At the time of the transfer, we sent an email to all residents detailing the transition and providing updated contact information. If you did not receive this email, I recommend checking your spam folder. This email was sent to all residents transferring from *************** on the same day.
   
  2. Improper Rent Concession Application:
  Upon reviewing your account and ledger, it appears that *************** did not inform us about the concession on your lease. During an audit of your lease after the transition, we identified the addendum and began applying the concession to your account. The only affected month was November, and this was corrected and applied on November 7, 2024. Concessions have since been posted consistently.
   
  3. Incorrect Air Filter Size:
  In November, you notified us that the air filters you received were the wrong size but have not reached out to inform us of any ongoing issues. I will escalate this to our filter program to ensure the correct sizes are sent moving forward. I have also requested a record of filter sizes previously sent to your address. If it is confirmed that incorrect sizes were sent, I will issue a partial credit for the resident benefit package for the affected months. However, this issue does not impact the habitability or living conditions of your home, as stated in your notice.
   
  4. Unfulfilled Smart Lock Installation:
  You moved into your home in August under ***************s management, and Darwin Homes was not made aware that the smart lock had not been installed. I have entered a service request to have the smart lock installed promptly. Additionally, I will reverse the charges for the smart home fee from the move-in date through the installation date once complete.
   
  5. Unsafe and Unclean Living Conditions:
  Our records do not show any service requests entered since Darwin took over management. If there are concerns regarding your fence or other property-related issues, please submit a service request through your resident portal, or let me know, and I can enter one on your behalf. Once the service request is received, we will promptly assign a vendor to address the issue. If you have safety concerns, such as trespassing or theft, we recommend contacting your local police department. Please note that, per your lease, you are required to provide sufficient time for repairs to be completed after notifying us of any issues.
  
  Summary of Solutions Offered
  Rent Concession Adjustment: Concessions were applied retroactively for November and consistently since then.
  Air Filter Issue: Filter program review underway; partial credit to be issued for affected months if confirmed.
  Smart Lock Installation: Service request submitted; smart home fees will be reversed from move-in through installation once complete.
  Fence and Safety Concerns: Encouraged to submit a service request for repairs; safety concerns should be directed to local law enforcement.
  
  Next Steps
  If you choose to proceed with your move-out on February 15, 2025, the early termination fee will remain in effect. Please let me know if you have any additional questions or concerns.
   
  Thank you for your time and cooperation as we work to address your concerns.
  

  Customer Answer

  Date: 02/04/2025

  Complaint: 22868693
  
  I am rejecting this response because:

  Disagree with the idea that you have worked towards rectifying the issues. You only responded to the issues AFTER the termination notice was sent. In the months before the notice was delivered, I contacted your call center multiple times regarding the issues. Asserting that I must input a service request through your portal to recieve a correction is simply not true. Nowhere in my lease does it stipulate that I must use a specific method for requesting adjustments to my charges or to recieve an air filter in the correct size. Speaking to your call center **** regarding requests should be considered acceptable and it is reasonable to expect that when Speaking with **** regarding these issues that conversation should serve as the request itself.

  Furthermore, even after several months of requesting air filters delivered be the right size through both call and email, you have still failed to deliver a single one in the right size. It is not the responsibity of the resident to provide these details. If you need to corrrct your record of the air filter size, send someone out to measure the filter gap and document it. Do not make your inadequacies the problem of the resident. How can you not manage to deliver an air filter correctly? It is simply baffling. 
  
  Regards,
  
  ***** ***********

  Business Response

  Date: 02/12/2025

  Dear *****,
  
  Im sorry to hear that the solutions offered did not meet your expectations. Our goal is always to provide support and work toward a resolution.
  
  Please know that our offer remains available should you choose to move forward, and we are here to assist with any other concerns you may have.
  
  If theres anything else we can do to help, dont hesitate to reach out.
  
  Best regards,

  Customer Answer

  Date: 02/12/2025

  Complaint: 22868693
  
  I am rejecting this response because:

  
  I disagree that I do not have just cause for early termination. Nowhere in my lease does it stipulate that requests must be submitted through a portal. A call to a representative should always be considered notification of issues. What if I did not have access to a computer or internet? Does that mean that I cannot get maintenence done? Communicating with your **** should be considered making a request. I am not obligated to use your trashy portal to submit requests by the lease. 
  

  ***** ***********

• Initial Complaint

  Date:01/27/2025

  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.

  Darwin Property Management My refrigerator/freezer is broken in my rental property. I reported this on Wednesday, February 22, 2025. It is now February 24, 2025 and I have not been contacted by the property manager or repair company. I have logged 2 tenant portal tickets, 1 email to the office, and approximately 8 phone calls. I was advised by the customer service team that my request is pending and has not been assigned to a vendor. I have lost all my groceries and my medication that requires refrigeration. I need my refrigerator repaired or replaced ASAP as well as monetary compensation for my groceries and medicine.

  Business Response

  Date: 02/10/2025

  Hi, Eureka - thank you for reaching out to provide your feedback. We value your feedback and take your concerns seriously.  I understand how frustrating it can be to have concerns with an appliance in your home like a refrigerator.  I confirmed with our maintenance team that a new appliance was ordered and installed in your home on February 4th, 2025.  I will also discuss compensation with your property manager who will reach out directly soon.  Please let us know if you have any additional questions/concerns by reaching out to Darwin Homes directly.  Thank you!

• Initial Complaint

  Date:01/20/2025

  Type:Sales and Advertising 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.

  This company rented out a property to us and the property was not move in ready at all. We had to request multiple repairs and it cost us lots of time and money because we had to take work off just for the repairs. They gave us a small amount of $300 for our Time although it costs us much more. Upon moving out they took roughly 75% of our deposit and charged us for multiple things we were not warned about by the move-out inspector.

  Business Response

  Date: 01/24/2025

  ****************** you for taking the time to reach out to the BBB to file your complaint against Darwin Homes. Darwin Homes takes these matters seriously and you can be assured that we will do everything in our power to investigate your complaint and provide a reasonable response. According to our records, you have recently disputed your move out charges with us. Our team is actively investigating this matter and will respond back to you through our internal channels. In the event we do not provide you with a response that you feel is satisfactory, you have the right to file a formal claim for any amount up to $10,000, directly through the ** Courts. Within this BBB complaint, you are disputing an amount of $22,500.00. As we consider this is an excessive amount, we ask that you provide us with documentation supporting this disputed amount. You are advised to submit this through our internal channels and we will review this matter. 

  Customer Answer

  Date: 01/24/2025

  Complaint: 22835696
  
  I am rejecting this response because:
  
  Firstly, I apologize as the BBB system got the dispute amount incorrect. It asked me how much money I have spent with Darwin Homes, I included every rent charge as well as the security deposit, which added to the amount exceeding $22,000.
  
  
   I am disputing $1,825 as that is our security deposit. Given the condition of the home upon move-in, we feel we left the house in satisfactory condition if not better than it was found. 
  
  
  Upon our move-inspector completing his inspection, he told me to do three things: Replace the ** filter, blow the leaves off the back deck, and place a work order for the shower valve in the guest bathroom, we did all three of these things. Also after three request, I have yet to receive a copy of this move-out inspection sheet.
  
  
  We spent hours cleaning the house in efforts to receive back our security deposit, but instead were disappointed as I feel we did our part in the move out and left the house as found like the lease states.
  
  
  I have supplied Darwin Homes with multiple photos of the property I took upon moving in. This shows multiple things damaged that we had to place work orders to have fixed, which is something that shouldve been done in the first place.
  
  
  My roomate ****** ********** mother is a leasing agent, and deal s with leasing agreements and security deposits everyday, and even she is in such disbelief that she has already prepared to assist us in taking legal action, as this is a clear cut case of an attempt to take as much more money from our pockets as possible from the rental company.
  
  
  I would like to offer of course the opportunity to withdraw the original refund, and refund the full amount of $1,825 to us. If this is not done, we will file a small claims case with the ** Court system and I imagine neither of us want to do that, but we ourselves are more than willing in this case, as I play about many things in life, but one thing I do not play about, is my money.
  
  
  Regards,
  
  ******* ******
  

  Business Response

  Date: 02/27/2025

  Mr ******, 

  Thank you for allowing us the opportunity to resolve this dispute with you directly through our internal channels, as we had advised in our previous response. A refund has been issued to you in the amount of $1685, which is your security deposit, less the amount of $140 for the debris that was left on the patio and in the front of the home at your time of move out, as well as to repair a clogged drain. As a representative of Darwin Homes has spoken with you directly, we consider this matter resolved in a way that is mutually satisfactory. Should you have any further questions, please don't hesitate to reach out to us directly. Thank you. 

  Customer Answer

  Date: 02/27/2025

  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:01/16/2025

  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 fridge has not worked since I moved into my house 12-12-2024. My stovetop works but the display is not working so I cant use my oven because I have no way of knowing what temperature its on. The maintenance man that looked at my appliances found roaches and ***** f**** in the back of them. I was told the parts required to repair the appliances could take up to a month to come in because theyre on backorder. My property company has failed to fix the issue. I have yet to hear back from them with any update on the situation or a resolution to my problem. My maintenance worker stated that it would be best to have them replaced because its unsanitary to cook/store food in the appliances because of the roaches, so thats what I told the assistant property manager and I havent heard anything back since 1/8/25. I have a 1 year old son that I have a hard time feeding because I cant keep anything cold, and we have spent a ton of money on food because so much goes to waste.

  Business Response

  Date: 02/10/2025

  Dear *******,
  
  I sincerely apologize that your experience with Darwin Homes has not met your expectations. Please know that I am fully committed to addressing your concerns and working toward a resolution.
  
  I am actively coordinating with our maintenance team to ensure this issue is resolved as quickly as possible. Per our team, pest control must be completed before we can proceed with repairing or replacing the appliances. However, please be assured that we are prioritizing this matter and will move forward as soon as possible.
  
  If you have any further concerns or would like to discuss this in more detail, please feel free to reach out to me directly at **************************************************************.
  
  Thank you for your patience, and I appreciate the opportunity to make this right.
  
  Best regards,
  

• Initial Complaint

  Date:01/15/2025

  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.

  On January 2, 2025, my partner and I Signed a lease for a home with Darwin. We had agreed both verbally and in Writing via lease the agreed price each month and when our move in day would be. On our move in day, Friday January 10th, 2025, just an hour after we got the move in day email, with attached instructions for access codes, we were told our lease was canceled. The property manager explained that they had mixed up the prices and let us sign for a price $400 lower than the set price. I told them we already signed for the agreed price, so they could not cancel, but they pulled out a clause in their lease that stated they could. They attempted to resolve the issue by transferring our lease to a smaller 3 bedroom duplex in the agreed price, but it took them almost 4 days to even get us the lease agreement. We signed the lease On Monday January 13th. It is now Wednesday the 15th and we still do not have access to our home. They initially told us on Friday the 10th that we could attempt to get in using the master codes, but upon attempting to use said codes, the smart home key pad would not even power up. They are now telling us 48 hours after we signed our lease, even though we have not even been able to get in, that if they have to come and fix the smart home lock system, we will be charged for it. They have also not waived any fees for our new lease agreement even though we already spent thousands on the original lease and were told we were going to be compensated and all fees would be waived. Since fees have not been waved, the smart home company is not able to give us access to our home and we have heard nothing from property management.

  Business Response

  Date: 01/16/2025

  Dear *****,
  
  I apologize for the inconvenience caused by the pricing error. I appreciate your patience and cooperation as we worked diligently to resolve the matter.
  
  As previously communicated, a system error prevented us from generating your lease contract, requiring intervention from our IT team. Once the issue was resolved, I ensured the lease agreement was sent to you promptly. During our initial conversation on Friday, I informed you about the Rently issue concerning the potential transfer and presented two alternative options. You opted to wait for the lease agreement and for our vendor to address the access issue at the home, which we worked to accommodate.
  
  The necessary repairs have now been completed, and I have issued a credit for 7 days of rent as a goodwill gesture. As outlined in my email earlier today, the credit may take a few days to reflect on your account.
  
  If there is anything further I can do to assist or to enhance your experience with Darwin Homes, please do not hesitate to reach out. Ensuring your satisfaction remains our priority.
  
  Thank you again for your understanding, and I appreciate the opportunity to address this matter.
  
  Best regards,
  

• Initial Complaint

  Date:01/15/2025

  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.

  It started 01/10/24 we signed a lease for a property in mabank Texas and we were told that the listing price is wrong and that we can't obtain the property, a new lease agreement was signed and i was told by the property manager on Monday 01/13/2025 that the deposit would be waved and transferred to the new house they have not transferred the funds and are now threatening to put the house back on the market we tried moving in to the house and the smart lock device on the door is not allowing us to enter and we are still being charged for the water electricity we have not been able to successfully move in to the property at the expense darwin homes

  Business Response

  Date: 01/16/2025

  Dear ******,
  
  As mentioned on the complaint submitted by *****, I apologize for the inconvenience caused by the pricing error. I appreciate your patience and cooperation as we worked diligently to resolve the matter.
  
  As previously communicated, a system error prevented us from generating your lease contract, requiring intervention from our IT team. Once the issue was resolved, I ensured the lease agreement was sent to you promptly. During our initial conversation on Friday, I informed you about the Rently issue concerning the potential transfer and presented two alternative options. You opted to wait for the lease agreement and for our vendor to address the access issue at the home, which we worked to accommodate.
  
  The necessary repairs have now been completed, and I have issued a credit for 7 days of rent as a goodwill gesture. As outlined in my email earlier today, the credit may take a few days to reflect on your account.
  
  If there is anything further I can do to assist or to enhance your experience with Darwin Homes, please do not hesitate to reach out. Ensuring your satisfaction remains our priority.
  
  Thank you again for your understanding, and I appreciate the opportunity to address this matter.
  
  Best regards,