Property Management
Darwin Homes Property ManagementFind BBB Accredited Businesses in Property Management.
Information and Alerts
Alert Details
This business has 1 alert.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints concerning service issues mainly regarding maintenance and property conditions for residents.
Consumers allege difficulties contacting Darwin Homes Property Management regarding maintenance requests, and experienced unresolved maintenance requests. Consumers also alleged concerns about their property conditions.
On November 11, 2022, BBB submitted a written request to the company encouraging them to address the pattern of complaints. Darwin Homes Property Management responded to the pattern of complaints explaining the updates they have made since 2022 and actions they agree to take.
In 2022 Darwin Homes Property Management made changes to its executive leadership team and onboarding experts. Darwin Homes Property Management executive leadership team implemented an organizational restructuring designed to create greater clarity and focus on functional responsibility and client-specific requirements.
Darwin Homes flattened team hierarchies, providing all team members autonomy to resolve tenant problems and escalations on their own without management approval. Darwin Homes Property Management has also implemented new policies and procures to improve the rent-ready inspection process and to prevent disruptive maintenance issues after move-in. These included communicating issue(s) with the tenant any issues that cannot be resolved before a move-in date and determining if they should proceed with the move-in, allowing maintenance work orders to be completed on a later date or making alternative arrangements, up to and including cancellation of the lease contract.
If a maintenance issue occurs that causes a home to become inhabitable, Darwin Homes will relocate the tenant to a hotel until the home is habitable or until it is determined that the lease agreement must be terminated.
Finally, Darwin Homes has invested more than $1 million in their technology platforms enabling them to track quality issues, triage maintenance requests, and communicate with tenants. Integrating a maintenance request creation tool with their proprietary property management software, partnered with licensed home inspectors to visit each property, and invested in a communication platform to allow communications directly between tenants and property management and maintenance team members.
Service Area
- Austin, TX
- Dallas, TX
- Houston, TX
- San Antonio, TX
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