Complaints
This profile includes complaints for On Q Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 43 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/07/2023
Type: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 writing to bring to your attention a series of unfortunate events that have been causing me significant distress, and inconvenience regarding my rental payments and the treatment I have received from On Q property management.To provide some context, on August 1st, while I was out of the country, I attempted to make a payment through their online portal, but encountered technical difficulties. An employee of On Q has informed me that the issue may have been due to my IP address being outside the country, and mentioned that similar problems had occurred before. It was only upon my return to the country on August 6th that I discovered a $150 late fee had been charged to my account, despite the payment delay not being my fault. In an effort to resolve the matter swiftly, I decided to pay the fee and move forward.On August 7/8th, I went to the On Q property office to drop off a check, as I had to leave the state once again. Unfortunately, the property manager agent was unavailable at the time, so I explained the situation to a female staff member at the front desk and handed over the check which she accepted. Surprisingly, it wasn't until August 11th that I received communication from the office, informing me that personal checks were not accepted, and only money orders were valid forms of payment. I was taken aback by this revelation, as the employee at the office had accepted my check and held onto it for four days before notifying me. I immediately informed ******, my property manager, that I was out of state and would be unable to make a payment until I returned in a few days.Upon my return on August 16th, I promptly delivered a money order to the office. However, to my dismay, I discovered that an additional $350 late fees had been charged to my account since the payment was made on the 16th. I promptly emailed On Q property management, explaining that I should not be subjected to further late fees, as they had received my payment on the 7th and had accepted my check at the office, holding onto it until the 11th without notifying me. I also requested for a manager to contact me regarding this matter, but regrettably, I did not receive any response.On September 1st, when I attempted to make my payment online, I encountered further difficulties. The system had added the $350 to my outstanding balance, and there was no option to pay it online. By the time I returned to town, an additional $450 in late fees had been added, along with the $350 and an eviction notice and a court date, all without any prior notification from On Q property management. In an effort to mitigate the situation, I promptly paid the monthly rent that was due and once again reached out to On Q property management to address the recurring late fee issue. Unfortunately, I did not receive any response from them.To my dismay, the same pattern repeated in October, with another $450 in late fees and an eviction notice being added before the 15th of the month. Despite my repeated explanations that I am only in ******* for one week each month and can only make my payment online, and that they need to fix the problem so I can make my payment online on the 1st. I have been continuously harassed by On Q property management and the property owner. I have consistently paid my agreed rent without a single ***** missing, yet I am now being asked to pay nearly $2000 in late fees due to their decision to hold onto my check and delay notifying me about the requirement for a money order. It is also concerning that the property manager, ***********************, never returns my calls or notifies me of eviction notices, which is against the law in *******.This ongoing situation has caused me an immense amount of stress, both at work and in my personal life. It has significantly impacted my well-being, leading to increased blood pressure and feelings of depression due to the incessant eviction harassment and the lack of communication from On Q property management.I kindly request your assistance in resolving this matter promptly and fairly. I appreciate your attention to this matter and look forward to hearing from you soon.
Business Response
Date: 12/11/2023
We are reviewing the information provided here and are happy to speak further with you about the situation. If you'd like to speak with some one on our team, you are more than welcome to reach out to ************;*********, our Customer Experience Advocate, at ************ or **********************.
Thank you for taking the time to share your feedback.
Initial Complaint
Date:11/27/2023
Type: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 property management company is TERRIBLE and the WORSE company Fraud and ***** headed by ********** who robs and cheats his clients the company is money hungry!!!! Outstanding balance of about $6000- I have not received the promised refunds for expenses that were incorrectly charged to our account . All the expenses were borne by me in fact ******* the property manager once told me to move out of this company as it is a fraudulent company i was with them for 10 yrs oblivious of the term they were working with.*****, & **** who managed again dilly dalying about this money extraction by these crooks they moved out of this company I got a severe heart attack and had to be hospitalized i have suffered mentally by this main ******************* I'm going to pursue it legally and also get housing authority involved as well as consumers grievanceBusiness Response
Date: 11/29/2023
We're sorry that you are unsatisfied, ****. As we have discussed with you, we cannot charge a former resident for the full cost of the flooring replacement or wear and tear. We know this is not the answer you want to hear. Thanks for the feedback and best of luck to you.Customer Answer
Date: 12/11/2023
I was oblivious of their mismanagement they continued to manage my property according to their whims and fancy incurring repetitive repairs and expenses without my approval and took no responsibility of their mistakes.
They have been my property management company since 12yrs. I changed in October 2023
This switch was on the behest of the management company ways.
I request that an enquiry be conducted and On Q be held responsible and bear good the losses incurred to me and also thrive on their business cheating people
Lease 13Jul 2018 for $1750 they are quoting **** diff $200
******,M:2044 WMEGANST:Mammoth ******************** $109
Pool Cleaning Mammouth $135
Pet deposit $250
Security Deposit $300 Blind Install - Vertical- Master Bed. $214.99
Cover Plate- Garage 4.99
Light Switch Replacement. 33.65
Service Fee. 85.00
Blind Install - Vertical- Bed 2 174.99
Blind Install - Vertical- Bed 3. 174.99
HVAC Filter 15.99
Smoke Detector Replacement. 119.97
Move Out Cleaning 310.00
Large Trees/Plants need service 375.00
Carpet and Pad Installation {INDIGO}. 2993.75
-----------------
4503.32
------------------
I had agreed to get the carpet replaced only which they quoted $3600
which I transferred and the cost is 2993.75 diff owned to me. $607
and the above charges of $1509.57 charged work declined by me and
also nothing was done by them i got it done by myself 1509.57
Move out repairs charged $868.65
when i switched to another property management security deposit
$2875 returned $2155 diff witheld $720.00
Security deposit withheld $1750.00
Total due ------------------
$6449.22
-----------------
Just to expose the cheat the owner ******************* who agreed to sell my
house as my health was deteriorating and 3 months he sat on it vacationing with no results i put back for rental as it is my source of survival...******* and ***** working with them who were dealing my case was removed then ******************* who knew nothing was innocent and did not know how to deal with these crooks hence left the company before i changed them .
Before he send me a expense sheet which shows cost much lesser than charged without doing anything as below
AC Filter - $15.99
Cover Plate - Garage - $4.99
Light Switch Replacement - $33.65
Smoke Detector Replacement - $119.97
Move out Cleaning - $310.00
Blind Install - Slats Master Bedroom - $34.99
Blind Install Vertical Slats - Bed 3 - $34.99
Blind Install Vertical Slats - Bed 2 - $34.99
Plz bring succour to me and refrain this cheat to act with other
clients without malice and cheat them..I will be pursuing it with
AZ ********** of **** Estate , AZ ****************** Complaints of property management service ...
Thanks
********************;
**************Business Response
Date: 12/11/2023
We know you are frustrated with the situation, ****. There is no reason for this devolve into name calling; ******************* has tried to work with you and help resolve this situation to the best of his ability and within the confines of what we can legally and morally do. We appreciate you taking the time to share your feedback.Initial Complaint
Date:09/21/2023
Type: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 Q Property Management was in charge of a rental property myself and roommates rented, ending August 31st of this year. When we had first moved in, it was obvious that they failed to clean prior to our move in, as there was dirt and such in the bath tubs. That was not a huge deal, and we cleaned the property ourselves. When moving out, we hired a cleaning lady to come and make sure that everything was of clean standards per the move out requirement check list. We received notice from On Q that things were broken that absolutely were NOT broken. Anything that failed to work during our stay there was sent to On Q and taken care of. They are trying to charge us $600.00 for damaged toilet seats, that we 100% did not leave damaged.Business Response
Date: 09/25/2023
We are happy to walk through your disposition with you. We also have invoices and documentation for the repairs that were required and we would be happy to share them with you. You can contact our Customer Experience Manager, ********************************* with any questions or concerns. Her direct line is ************, or you can email her at **********************.
Thank you,
On Q Property Management
Customer Answer
Date: 09/26/2023
We notified the property manager immediately when we moved in that the ceiling was cracked. That is not our responsibility to have that repaired when it was damaged upon move in. Youre staying the toilet seat was damaged from cleaning supplies, the photo shows a ******************* on a white toilet seat. How does that warrant four toilet seats to be replaced? We will continue to dispute these charges.Business Response
Date: 09/26/2023
We're more than happy to discuss your dispute! The best way to find a resolution would be for you to contact our Customer Experience Manager, ********************************* with any questions or concerns. Her direct line is ************, or you can email her at **********************. We look forward to hearing from you!
Thanks!
Customer Answer
Date: 09/29/2023
******* hasnt been helping and keeps referring us to *******, who we have had issues with since we started communication upon move in last year. Please stop referring us to ******* if she is just going to pass us off to someone else.Initial Complaint
Date:08/18/2023
Type: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 complaint is regarding the ****** OnQ management office.Complaint #1: Outstanding balance - We have not received the promised refunds for expenses that were incorrectly charged to our account (microwave+service charge). Tenant charges (plumbing) were deducted from the landlord's account and not collected in timely manner. Both of these are still outstanding. Also, OnQ failed to return a full set of keys to the landlord upon tenant move out.Complaint #2: OnQ signed new tenants without landlord notification or approval, and carelessly released the landlord's personal information to the tenant. In addition, there has been general lack of communication with tenants and landlord, including notification of new property managers. In the span of 2 years, there were four property managers, for which the landlord never received notifications of personnel changes. Complaint #3: OnQ neglected to properly supervise the property resulting in city violations, eventually leading to the eviction of the tenant and damages to the property.Business Response
Date: 08/21/2023
We understand the frustration with this situation and we are still actively pursuing the balance the former tenants owe to ********************. Should those be recovered, they will be passed to ******************** as soon as possible.
When it comes to the initial approval of the tenants, we apologize for the lack of communication. Please not, due to Fair Housing laws, these tenants could not have been rejected. They met all the criteria and their approval was required, regardless of the landlords approval or not. We agree, this could and should have been communicated to you.
A tenant eviction is always unfortunate, no matter the situation, and they can happen even in the best circumstances. If ******************** has any further questions or concerns, we would encourage him to reach out to our Director of. Property Management, *********************** at ************** or ************.
Thank you,
On Q Property Management
Customer Answer
Date: 08/26/2023
We do not accept OnQ's response to our complaint for the following reasons:
1. ****************** did not address the funds that OnQ owes directly to us (microwave, refund of management fees)
2. ****************** did not address the issue regarding OnQ's failure to return the mail keys and garage remotes.
3. The plumbing expenses that were incorrectly charged to our account should really be paid directly from OnQ, rather than recovered through collections (with dubious prospects for success).
Business Response
Date: 08/30/2023
**** reached out yesterday to discuss the outstanding issues you have and left a message detailing the bulleted points you shared. If you have further questions please do not hesitate to reach out. Thank you.Initial Complaint
Date:07/27/2023
Type: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.
Upon acceptance of my rental application I was not advised to secure water/trash/sewer services with The City if **** due to homeowners assoc. About a month and a half later. I get an urgent message from my property mgr advising to call back. I contact ************************* (property mgr) back and she advises me that the owners are still paying The ***************************** that I need to change in my name immediately and pay to reimburse the owners. This call was recorded w/out my consent citing ******* one way recording laws, so just know they are recording you. With literally an alleged payment snap shot from the owners of two months utility service that had fonts in different sizes this is enough for them to add $247.24 to my already exacerbate rent, alt deposit, **** deposit x2, admin fee., resident benefits package and convenience fees that add approx $350 to my base rent price. It has been 6 weeks that I have requested actually billing for an alleged utility bill of 53 days of service/use that has never been provided by this management co. Furthermore, if you have any service call be aware **************** is owned by On Q management and the property mgrs have them take photos of your personal belongings inside the home or in the garage. If you want full invasion of privacy, being charged at random with this company never providing proof-then rent from this company. The property owners have no clue what they got themselves into.Business Response
Date: 07/31/2023
****,
We spoke with the owner of the property and informed them that they will have to provide documentation and a timeline of utilities. Since, at the time of this writing, they are unable to provide documentation, we are refunding you the utility charges.
We're also happy to discuss any additional concerns you have you. You can reach out to *******, our Customer Experience Advocate, at any time. She can be reach at ***************** or through her direct line, ************.
Thank you,
On Q Property Management
Initial Complaint
Date:07/25/2023
Type: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 was renting a home through this property management company as of June 25th 2023. On July 18 2023 I received an email stating the below: Hello,We regret to inform you that effective 07/18/2023, On Q Property Management will no longer manage the residence at ***************************************************************************Your rental agreement remains in effect and On Q Property Management will continue to be your point of contact through the end of 07/18/2023.The owner, or a representative of the owner, will be contacting you regarding management, rental payments, and all other pertinent information needed going forward.Your renters insurance policy and all additional benefits provided in the resident benefits package will terminate. It will be your responsibility to secure new insurance coverage once the policy is terminated.Any Security Deposits will be forwarded to the owner or their representative.We wish you the very best in the future. If you have any questions, please contact us.Thank you,On Q Property Management ********************* I copied and pasted from their email to me. As of yesterday, they are claiming that I am still responsible to pay a monthly fee of $156 to On Q. I am not sure why I am being asked to pay this amount when the contract has been terminated per their representative *********************. *****************************Business Response
Date: 07/26/2023
Angel,
The charges you are referring to are for the Security Deposit Alternative program you signed up for when you leased the property. This was in lieu of a traditional security deposit. We are happy to discuss the particular financial information of you account, please just reach out to our Director of Property Management *********************** with any questions or concerns. His email is ************** or you can call his direct line at **************.
Initial Complaint
Date:06/23/2023
Type: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.
Issue 1: I rented a property from OnQ. When I moved in, I informed property management of a non-functional ceiling fan that was missing a remote. I informed them a second time when the company conducted an inspection halfway through my lease. Upon move out, the company deducted $225 from my deposit for a replacement fan. After reaching out, they have passed on responsibility to the owner, saying they have reached out to the owner to ask if they can give me a refund. The issue is not with the owner as my lease was with OnQ, and OnQ was informed twice that the fan was inoperable and missing a remote when I moved in. Issue 2: Before turning in my keys, I did a thorough and deep clean of the property. This included every item on the checklist, plus more. I requested to be present during the move out inspection, and was informed several times that I did not need to be there, though I requested to be there. The move-out inspection was conducted on the one day I indicated I was not available to be present and no other option was given. Because of the repeated messages that I did not need to be present during the inspection, I documented with time stamped photos and videos the condition of the entire house, which was in better condition than when I moved in. When I moved in, the house was dusty and painting materials were left in the kitchen. OnQ then ordered a cleaning that cost almost $400 for a home which had been deep-cleaned and deducted that from my deposit. My deep clean included removing all drawers and shelves from the fridge and cleaning them, cleaning microwave, fronts and insides of cabinets, windows, blinds, carpets, trim and molding, paint, appliances, floors, counters, toilets, light fixtures, and more. As someone who owned a cleaning company, I am familiar with move-out cleaning requirements. I do not want the owner involved as my lease was with OnQ and they were informed of the fan and ordered the $400 cleaning. I expect a full refund of these items.Business Response
Date: 06/26/2023
******,
We have looked into this issue and agree that you should be refunded for the charges stated in this complaint. We will make the necessary adjustments on our end. Please feel free to reach out to us if you have any further questions or concerns.
Thank you,
Initial Complaint
Date:06/19/2023
Type: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 a disabled veteran and I applied for a rental 06/17/23, through this On Q property management company. I was not selected which I understand to be part of the process so I asked about the application process to ensure my fee and my rights were being respected and adhered to in accordance with the law. First, I received a blunt you were not chosen because someone was more qualified than you and your fee is non-refundable to which I requested a more professional, respectful tone when providing customer service. The individual responding to my inquiry continued with this disrespectful tone and disservice stating that they were insulted that I put blame on them personally for not being selected for the rental. Again, I respect the application process if it itself is being respected meaning my fee is being applied to a background check and credit check, among other things. The respondent assured me my credit was run and that I was not selected because of my credit but there is not an inquiry(ies) on my credit report. The respondent continues to deflect blame for the confusion and my discontent with the explanation of how my fee was applied to the process, is acting selfishly and immaturely, and is displaying unprofessional conduct. Needless to say, I will not being using this company anymore for my rental needs.Business Response
Date: 06/20/2023
****,
***** from our Leasing Team should be reaching out to you and working on a resolution. If you have any further issues, please do not hesitate to reach out.
Initial Complaint
Date:06/07/2023
Type: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.
OnQ Property Management is the company that manages the property I just started to rent. Originally, I asked for a move-in date of June 1st. On May 1st I spoke with ***** who was handling our rental application. I requested an earlier "move-in" date of 5/28 since my family wanted to use the pool, lake, and amenities that are included in our lease. I paid $323.25 for prorated rent just to have access to these amenities. I was in communication multiple times expressing that I was expecting access. Neither my husband or I was planning on staying in the condo because our belongings would not even be there yet. Also, on May 1st I requested the ********** rules. In the information OnQ sent to me, it said ********* access would be transferred immediately to tenants. As of today, 10 days after our move in date, I still do not have access. I have called numerous times and I never get resolution. I have asked for a refund for the prorated rent and was denied. I was told today by ***** that my lease is for my unit, not the amenities. However, they were listed with the rental listing and according to the *** guidelines, I am entitled to these immediately upon transfer of property which was 5/28/2023. My experience with OnQ has been a serious disappointment. The go to answer to everything is no or just no response at all. I've never experienced anything like this with a rental management company. I am asking that my prorated rent for the time that I did not have access to the amenities be returned to me immediately. I would have kept my original move in date if I knew I would not have access. Additionally, I am asking that I be granted access immediately. OnQ told me today I have to pay a transfer fee when this is the responsibility of the owner according to the *** guidelines. I would like immediate resolution. OnQ had approximately 40 days to have things prepared appropriately. Communication from onQ is non-existent. Horrible customer service and gouging.Business Response
Date: 06/09/2023
Thank you for bringing your situation to our attention. We confirmed with your property manager and the owner of the property that your requests detailed above are being resolved. You should have access to the amenities now and no transfer fee will be applied to your account. Additionally, we are working with the owner and will have your rent prorated.
If there is anything else we can help with, please do not hesitate to reach out. Thank you.
Initial Complaint
Date:01/11/2023
Type: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 company is charging me for services after I requested to cancel the contract. They are also threatening my tenants with eviction.I received on January 2, 2023 from the tenant: got a piece of mail addressed to ANY and ALL occupants notifying me they took over, instructing me to create a portal to pay rent. Then the same letter via email. Then I got certified mail from them to *********************, it was the exact same letter. I understand they are trying to make sure I got the information. But a certified letter to my deceased fiance' that is no longer on the lease doesn't show the kind of attention to detail I would trust to protect my asset. I also never got the email w instructions on how to set up the renter portal. Could just be the holidays, a rough time to switch. Just wanted to give you a heads up though.Additionally I had emailed **** (the person I signed up with On Q with) twice asking that Im copied on the introduction email he or whoever would send to the tenants and I never received a response or was copied in any emails.With that I sought a different company and replied to **** stating I no longer wanted to work with them.Immediately after I received a statement charging me monthly fee and later the same day my tenant reports that they created a notice of intent to terminate rental agreement 5 day notice for non payment of rent and will be filing an eviction with the court tomorrow on my behalf. When the tenant had informed they already paid the rent.I want them to terminate immediately the contract and remove all my records from their files. I owe them nothing. There shouldnt be any charges. I need them to contact me and resolve this issue immediately.Business Response
Date: 01/13/2023
*****************************,
You account has been closed out and you should be receiving a refund. We understand that you have been speaking with **** and she can continue to help you through the process if anything else comes up. If you have any other concerns or further questions, please don't hesitate to reach out. We wish you the best of luck.
Thank you!
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