Complaints

This profile includes complaints for On Q Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Q Property Management

  1011 N Val Vista Dr Ste 101 Gilbert, AZ 85234-3710

  
• 

  On Q Property Management

  698 E Wetmore Rd Ste 520 Tucson, AZ 85705

• 

  On Q Property Management

  550 W. Baseline Road #102-289 Mesa, AZ 85210-6040

  
• 

  On Q Property Management

  4888 Dexter Dr Ste 300A Plano, TX 75093-5565

  

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:12/14/2022

  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.

  This company is managing a home i used to rent at located at **** ********* in ***************. I been fighting to get my full deposit. Garage at this house was destroyed prior to moving in on October 1 ***** i moved out October 31,2022 and i showed them pictures with dates on them to proff the condition of garage before i occupied house. They are going by what owner tells them to do and are not willing to refund me $530.00 my contract is with them not the owner.My number is ************.Thanks,***********************

  

  Business Response

  Date: 12/19/2022

  We working with the property owner and discussing *************************************** situation. We believe we can negotiate a fair resolution, but we encourage **** to reach out to ****** ****************** or ****** ****************** if there are any questions about the status of the situation. ****, we will update you as soon as possible. Thanks.

  Customer Answer

  Date: 12/19/2022

  I will not accept their response as i have tried working with  both parties mentioned on there response message and they have   argued with me that they and owner aren't returning the rest of my deposit even though I have sent them multiple pictures dated  September 25,2019 on them when my lease didn't start until October 1,2019.  I just want my refund back. I left home in better condition than it was. Thanks, *********************************;

  

  Business Response

  Date: 12/22/2022

  Hey ****,

   

  We have worked with the property owner and they have agreed to refund an additional portion of the deposit. We have reached out to you with the details, but you have further comments or concerns please don't hesitate to reach out. Thank you.

   

• Initial Complaint

  Date:11/29/2022

  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 family and I signed a lease with On Q Property Management, sight unseen on 8/15/22. Upon move-in, we recognized that the home was not prepared for our move-in. With movers lined up, and time of work the home was filthy. With dust, dirt, filthy filters, water damage and concern for mold within the home. We knew we could not move in on the 15th. We immediately contact our property managers, and let them know the house had not been properly cleaned or prepared for our move in. I expressed concerns for my son (with severe asthma, just the week prior requiring an ER admit. The property management refused but did agree to send 1 cleaner over the night of our expected move-in date. OnQ never reimbursed us for our initial prorated rate, for 08/15/22. We have requested multiple times for a mold specialist to come out and view the property, to ensure our son and family is safe. September 2022, we had a leak behind the fridge, we had to have an emergency plumber come out. When he viewed the walls and cabinets he shared that he believed we had a mold problem. Even with this information the property managers have done nothing to ensure the health and safety of our family while in this rental.

  

  Business Response

  Date: 12/02/2022

  ******,

   

  Your property manager is working with you to coordinate contractors on your areas of concern. If you have any other questions you can always contact ****. Thanks

  Customer Answer

  Date: 12/02/2022

  My property manager hired a paint contractor to remove mold from the home. There has been no attempt by property management OR the landlord to have a water remediation/mold specialist complete this job. Based on the mold testing performed,it would be negligent to have anyone other than a specialist perform this job. 

  

  Business Response

  Date: 12/07/2022

  We'll continue to work with you in an attempt to find a resolution to the situation. You can also feel free to reach out to *********************************, our Customer Relations Manager, at any time. Her contact information is ***************** and her direct line is ************. Thank you.

• Initial Complaint

  Date:11/06/2022

  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 first contacted this company back in July, to get information. They were recommended to me by a coworker and family friend. So far I have been very disappointed and stressed with the lack of communication I have received up to this point. I have always had to contact them to check on the status of my account. In addition, to the several changes in personal handling my account without any notification or explanation. I feel my concerns are not being taken seriously as a customer, a new one at that. I dont feel comfortable leaving my property in their care. I don't know if it's the company in general or just the individuals I have been dealing with. An advertising fee of $199.00 was collected. I was told advertising would start a week before I vacated my house. I am moving out-of-state this weekend and have no idea what, if anything has been started in the process with trying to find a tenant for my property. Sincerely, *******************************

  

  Business Response

  Date: 11/07/2022

  We attempted to call you this morning and left a voicemail. Please feel free to call either ***** or ****** with any questions you have. We're sorry for any confusion. Thanks!

• Initial Complaint

  Date:11/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into a property OnQ was managing on October 1, 2020. It was very messy from the beginning with the property not being vacated until late at night on Sept 30, 2020 and very little cleaning was done in the morning of Oct 1 so we moved into a house that was filthy. No move-in inspection was done or any forms provided for us to fill out at move in so we documented all the issues, including the mess and several broken items in a work order as we were told to do by the property manager at the time. Most of those items were never fixed during the almost two years we were on the property. When we found a house to purchase, our closing was over a month before the end of the lease (Sept 30, 2022). We had the house completely empty (except for items that were there when we moved in) and paid $400 for a professional cleaning. We returned the keys and possession of the property to OnQ on Sept 2, 2022. We had a $7000 deposit. There were two occasions we were notified of a move-out inspection and we were present both times. Neither time was the inspection completed due to something with the water not being on. I was told we would be updated the 3rd time someone went out. That did not happen. On 9/23/22 (14 business days after keys were returned), we emailed at 4pm to find out the status of our deposit refund. The response was, "Something is in the mail." The following week we did receive the disposition of security deposit stating that they were going to keep all our deposit and only had it at $5000. After the owner didn't respond to them, they did sent a partial deposit of $3905.17, but still withheld $3,094.83. As of now, we are still disputing $1094.34. They claimed a move-in inspection was done, but that was a month before we moved in and the home was occupied during that month. We have disputed with *** and even met with them and homeowner with no resolution.

  

  Business Response

  Date: 11/02/2022

  On Q was brought on to manage this property after any sort of move-in inspection was preformed. We also were not in possession of the security deposit, as the owner of the property collected it before hiring On ** We have already asked the owner to adjust the amount of the security deposit that was returned and we have reached out to them again to see if they would make further considerations.

  We're happy to continue a line of communication with Sheri ******. We have left multiple messages with the owner and will update ***** as soon as we hear back.

  ***** can also feel free to email our Director of Property Management, *********************** at ************** with any further questions she may have.

• Initial Complaint

  Date:10/17/2022

  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.

  Hi My name is ***************** , I was a client of OnQ property Management Company in *******. I am filling this compliant because OnQ owns me $1196.00.With the account information I provided to ****** : *************** Checking routing number and account number ,OnQ PM company deposited my rent money $1196.00 to someone else's account in CHASE bank By Pay ACH, payment date :07/11/2022, withdrawl. date : 07/12/2022. Payment account : NEWMESATRUST, last modified by : *****-07/12/2022, They also deposit my rent money $817.00 to someone else's account in CHASE bank on 05/09/2022.After filing a complaint to Onq, OnQ 's accountant *********************** helped me and returned $817.00 to me by check. But they still own me $1196.00 now.

  

  Business Response

  Date: 10/21/2022

  We initiated the direct deposit directly to the routing and account number the owner provided in her on boarding paperwork. The routing and account number provided were not hers and mistakenly credited to the wrong account. We have been trying to recoup these funds for months. We have submitted an indemnification request with Realpage to try to recoup the funds.

   

  We would encourage the customer to reach out to our accounting department with any further questions. She can directly email Jerem at *************** or call our office any time to speak with him.

• Initial Complaint

  Date:09/19/2022

  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.

  The apartment we rented was bought in the summer of 2021 by a new landlord. Q Property Management, specifically ********* ******** was brought on to provide management services. We have paid rent on time without issue for over a year. And despite several known problems to property at the time of the sale, no fixes were provided. Prior to move out, Q Property was informed in writing via email and via their portal, the exact date the townhouse would be emptied and cleaned for their inspection. An attempt to hand off the keys was made at their offices during business hours mid week. There was no one present and after a phone call, the key was deposited in their key-box. After their walk through, an itemized bill of unacceptable items was remitted to us for payment which included: -Charge of $1100 for painting of the unit, which at time of purchase and at our move-in, had mismatched paint which was never corrected for our tenancy, additionally would this not be normal item done between rentals -Haul out fee of $565 however there was nothing to haul-out from the emptied apt.- we shot a video at time of move out. -HVAC filter replacement of $31, however we kindly left 2 filters in the AC blower closet at move out. -Light bulbs fee of $76.93 - again there was a drawer full of spares left for new tenants -Move out cleaning of $360 which includes garage- again we have video documentation of empty and clean unit -Power wash of garage floor for $99 (note the above cleaning fee includes cleaning of garage) - And rounding out the insult was a service fee $95. AND...The itemized bill was delivered 15 business days after written notice of move out date and key drop off. AZ State Law states the have to return deposit in 14 business days. Stephanie of Q Property has been emailed repeatedly. She said she would review my dispute and contact me in a few days.. no contact x 12 days. Per their email I have 30 day to dispute. Running out the clock? Predatory?

  

  Business Response

  Date: 09/21/2022

  Mr. ********

   

  We have worked with the owner of the property to compromise on some of the charges on your disposition. ********* will reach out to you with and detail the charges being removed or waved. We hope that this is a satisfactory compromise for you and we're happy to discuss things further with you if there are any questions you still have.

   

  Thank you,

  On Q Property Management 

• Initial Complaint

  Date:07/26/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired On Q to manage a property investment we have in ********, *******. After a year of unsatisfactory service we terminated our contract June 15, 2022. The company charged us for several expenses when the current tenants moved out. Even though it took 4 months and still did not find tenants, we terminated our contract. There is one expense in particular I want resolved. On Q charged us $566.13 on 6/27/22 for a garage door repair. The door still does not work and we had to call a company to go look at it. The system was not repaired by On ** It now will cost us an additional $500. This amount will included a complete new system with 2 remotes. I have tried calling and talking to On Q however, they will not return phone calls or just ignore me.

  

  Business Response

  Date: 08/01/2022

  We will reach out to the customer directly and see if we can find a resolution to this issue. 

  Customer Answer

  Date: 08/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:07/22/2022

  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.

  September 2021 I viewed the property for lease at **** * ******** ***** in ********* managed through OnQ Property Management in Gilbert, AZ and owned by an **** ******, Jr. At the showing, I noticed the pool was in a dire condition, murky, green, algae growing, bugs swarming, multiple objects submerged. I was assured by OnQ the pool would be drained, cleaned and operable by the time I moved in October 1st. I accepted their promise, yet was not completed. Weekly I would be told they were going to "try" something, all the while making the backyard uninhabitable to the occupants. The pool was not in working condition for the first time until 12/20/2021 and within 3 days was immediately green with algae again. March 2022 the 6Month inspection was performed, the gentleman who came noted that the pool needed immediate attention. From then on, a new level of "attempts" would be made to remedy the issue, while I remained patient and understanding, the owner of the property barred certain actions to be taken to fix the issue due to the impeding costs. Between October 2021 and July 2022, the pool has been drained three times, every time returning to a murky, green, algae, bug infested cesspool within days- making the backyard completely unusable and a health risk to the occupants of the property. Employees at OnQ agreed health concern, stated owner refused fixes. Furthermore, small repairs to appliances inside the home which had been addressed previously were now rejected, stating the homeowner would no longer service them. I can only assume it is out of retaliation for the costs the homeowner was incurring. Communications with OnQ have brought no resolution, 30 days notice was given to terminate lease on premise of health violations not remedied in a reasonable timeframe according to the Landlord Tennant Act.

  

  Business Response

  Date: 07/26/2022

  We have been attempting to get a hold of ***** ******** but have so far been unsuccessful in reaching her by phone. We'd love to get some more insight to this situation and discuss her desire to to terminate her lease early. At her earliest convenience, we'd appreciate her calling her property manager Noah at (480) 550-8298 or emailing him directly at ***************

  Thank you.

  Customer Answer

  Date: 07/26/2022

  **** **** has been corresponding with the Authorized Representative of ***** ********. Mr. Soto has full knowledge of and communication regarding the issues at hand with Ms. ********'s Authorized Counsel. 

  

  Business Response

  Date: 08/02/2022

  We will continue to work to find a resolution to this situation, but we are still having difficulty getting ahold of the tenant and her stated representative. We are still hopeful that a compromise can be reached.  

• Initial Complaint

  Date:07/20/2022

  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 moved out of my rental on 6/30/22. It was inspected by on Q on 7/1/22. I was told by my property manager ************************* that I could expect my damage deposit by 7/19/22. I have been very communicative this entire process, and cleaned the home meticulously in order to ensure full refund of our damage deposit. I took pictures, and compared them to the pictures that On Q Property Management posted in the listing of the rental - they are completely identical. When I signed in to my tenant portal on 7/19/22 to see if my account had been closed yet/if my damage deposit was refunded yet, I saw that the account showed as terminated (what I was hoping for) and the account ledger showed we would be getting a full refund of our deposit. I know we put our blood, sweat, and literal tears into making this handover as seamless as possible so that felt appropriate. When we contacted On Q letting them know we were looking for a time to pick up our check today on 7/19/22, they suddenly changed their mind and told us via email they would be making deductions from our deposit (when just an hour before it showed we were being 100% refunded) and they were unsure of costs or full details. 18 days after their own inspection, after just that morning being ready to give me back my full deposit (as per their own documentation shows), they suddenly have news I am to be charged? Yet cant even give me details on what for or how much? This home has been listed as up for rent since 7/9/22. Given my extensive documentation of this entire experience from the moment we moved in 2/2019, I am well prepared for court if I do not receive a fast resolution and returned full amount of $1499 damage deposit.

  

  Business Response

  Date: 07/22/2022

  Kylee,

   

  Thank you for speaking with us and we're glad to hear that a resolution has been reached. If there is anything else we can help with, please do not hesitate to reach out.

  Customer Answer

  Date: 07/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************