Complaints

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

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  Mynd

  1611 Telegraph Avenue 1200 Oakland, CA 94612-2130

  
• 

  Empire Industries, LLC

  5225 Katy Fwy Ste 202 Houston, TX 77007-2289

• 

  Mynd Property Management

  1575 Delucchi Ln Ste 103 Reno, NV 89502-6580

• 

  Mynd

  Mesa, AZ 85215-1148

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  Mynd Property Management Dallas

  9330 Lyndon B Johnson Fwy STE 900 Dallas, TX 75243-3443

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:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have hired Mynd to be property manager for my property. The tenant had damaged the property and the inspection report clearly states this is damage.Mynd has not completed repairs because I did not approve a funding request (above the mandatory items). After careful examination the additional funding request was for landlord to fund Mynd to fix tenant damages. Further to Texas Property Law - tenant deposit is for repair of tenant damages and this has been in Mynds account accumulating interest over years. However, rather than conduct repairs from this security deposit - Mynd has merely stated that Landlord must fund after which monies may be refunded. Therefore increasing the cash passing through Mynd bank accounts at any snapshot in time.It is not clear on what basis Mynd introduces an additional funding source (landlord cash for tenant damage) - therefore increasing monies in their account for further interest accumulation rather than just payout for damages. Mynd appears to be operating as a financial institution rather than a mere property service as interest rates are quite high and they are reticent to only deduct funds at the most last minute possible therefore accumulating monies over thousands of properties. This is a serious issue - what if I do not have the funds to cover the damages from tenant. Texas law states clearly that tenant deposit is for this purpose.I believe the below is a much wider issue rather than just the *** 400 that I need to pay for the damages as the interest charges (for thousands of security deposits) will accumulate to a substantial amount (millions) for Mynd and I believe this is unethical.

  

  Business Response

  Date: 04/17/2024

  Hi *****,
  Thank you for sharing this feedback, and we are sorry to hear about your experience. We take your concerns seriously and have shared your complaint with our property management leadership team. They have confirmed that they have been in contact with you about this matter and explained that legally they cannot utilize the security deposit until repairs have been completed.
  If you have any further feedback or questions, our team can be contacted at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:03/18/2024

  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.

  I have 2 investment properties for rent in *******, ** and hire Mynd Management to take care of them for me. I started the business with them from oft 05 2023and received the rent on time every month. However, I did not get the rent for this for both properties. I tried to contact the property manager and the company multiple times through customer service call or text message but got no response at first, then got late responses without solving my problem. They said they distributed the fund on March 11, ******************************************************** not. First, I never change my account number. Second, I just received my rent payment last month. Third, I also contacted my bank to confirm that there is no pending ACH transactions that going to my account. If something is wrong, it should be from Mynds end. I requested them to investigate the problem and do not know when they will solve my problem. I hope that your bureau can help me to make the process faster so I can get my money back asap. It is illegal to keep my money without letting me know the reason why. It is a good customer service to notify the clients know where are you in the process to help them to solve their problem instead of ignoring them. Thank you for your time to assist me with this problem. Appreciate it!

  

  Business Response

  Date: 04/04/2024

  Hi ******,
  Thank you for sharing this feedback, and we're sorry to hear about your experience. We've shared your review with our property management leadership team, who confirmed that the issue was resolved on March 19th. If you need further assistance or would like to share additional feedback, please don't hesitate to contact our team at *****************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease with MYND for 1 year. I provided a deposit of $1,695.00. Upon fulfilling my lease, I requested that I be present for the move out inspection. I turned in the keys to the property on 2/21/24. My lease ended om 2/22/24. Per A.R.S., I am allowed to be present for the move out inspection. I made this request to MYND on February 29, 2024. I was told they would contact me with a date and time. By March 5, 2024, I had not heard from MYND regarding the move out inspection, so I contacted them again. I was told again that I would be contacted with a date and time for the inspection. On the same date (3/5/24) I received a bank credit for $1,495.00, $200.00 short. When I contacted them about the shortage, I was told they would need to contact the Portfolio Manager. I have not heard from MYND about the $200.00 they owe me. I wanted to be present for the move out inspection for this very reason. I knew based on my experience with MYND, they would try something shady.

  

  Business Response

  Date: 04/23/2024

  Hi ******, We're sorry to receive this complaint and to hear about your security deposit fee issues. We have shared this complaint with our resident experience leadership team and have confirmed that they were last in contact with you on April 1st. Additionally, a $200 refund has been provided.
  Mynd Experience Team

• Initial Complaint

  Date:03/07/2024

  Type:Billing 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.

  Rented a house from Mynd Management with the lease starting on July 6th in ******, **************. We had to take it easy on the movers moving our belongings into the house because the air conditioning was not working and we didn't want to kill them. That cost me money and time right there. We notified Mynd of the problem immediatly, and they said to request it through their app. We did, it took them 9 days to get someone out there. 9 days in the ************** heat in July. The house was not suitable for anyone, much less our dog. The air conditioning got fixed on July 13th. We moved out on November 16 and they took it back over on the 23rd of November. Charged us $40 for changing an air filter that we had just changed and left spare ones in the garage. Charged us $250 for a cleaning fee although the house was left cleaner than when we moved in. Then said the house would not be available for rent until January 6th for no reason other than they had us liable for rent. November rent was paid in full and the security deposit took care of ******** so January and 12 days in February according to their math came out to $4322.17. After calling them out they said they removed the $250 cleaning fee and fixed the math for February (which was apparently way off) and the total came out to $3566.30. They refused to remove the nine days the air conditioning was not working, they are threatening to send it to collections. I have offered to pay $3000.00 and that's not good enough for them. I'm tired of dealing with this company,

  

  Business Response

  Date: 04/11/2024

  Hi *****, 

  We are sorry to receive this complaint. We have shared your concerns with both our resident experience and maintenance management team for further investigation. They have provided the following update:

  Your resident experience team attempted to contact you on March 7th and 15th regarding the past-due balance of $3,566.30. Unfortunately, they have not received any response from you. Here is the message that was sent: Hello *****, This is a reminder that you currently have a past-due balance of $3,566.30. In order to avoid being sent to collections, please contact us immediately at *********************************** or call ************** to set up a payment plan. If no payment plan is established within 10 days, your account will be sent to a collection agency and no further payment arrangements with Mynd will be permitted. Payment should be sent to:   Mynd Management *************************************

  Please respond to the team to discuss this further. 

  Mynd Experience Team 

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21402566
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** & ***********************

  Customer Answer

  Date: 04/15/2024

  They need to take the nine days the house was unlivable off the final payment. If they were so worried about the money, they should have had someone out there immediately.  I'm willing to pay the $3000, but not that they're asking for.

  

  Business Response

  Date: 04/23/2024

  Hi *****, We are sorry to receive this complaint rejection. Please respond to the resident experience team to further discuss your past-due balance. The team reached out to you on 03/15 and has not received any response. If you require further assistance, our team can be contacted directly at ******************************************************. Mynd Experience Team

   

  Customer Answer

  Date: 04/23/2024

  I came out better, through no help from them nor you. Case closed. Mynd is a godawful company. 

• Initial Complaint

  Date:03/07/2024

  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 sent an eviction notice despite me paying rent. This is not the ***** time they've done this.

  

  Business Response

  Date: 03/18/2024

  Hi *******,
  Thank you for sharing this feedback. When we received your complaint, we shared it with our resident experience management team. They have since confirmed that a rent payment was returned for insufficient funds and that you were sent a legal rent demand as standard practice. They have now received the full payment, and eviction will not be filed. If you have any further questions about this, please reach out to your resident experience manager, or our team can be reached at ******************************************************.
  Mynd Experience Team
  
  
  
  

• Initial Complaint

  Date:03/06/2024

  Type:Sales and Advertising 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.

  Applied on February 28 for a home that was supposed to be available on March 6th, then after I applied the available date was moved to March 21st. Filled out my portion, uploaded my documents and everything was accepted. My husband filled out his portion on March 1st. He had trouble uploading his income statements so he had to close out and try again. The online application asked why he needed to close out (chose trouble with document format option). Eventually he was able to get the correct format and complete his application. Minutes later, we get denial emails because of his income statements. We both paid the $59 application fees just to be denied with no real review. I reached out to Mynd via email and phone with no response. I explained the issue we had with the documents and still nothing. The moving of the available dates right after we applied and being immediately denied without a chance to speak with someone screams scam to me.

  

  Business Response

  Date: 03/15/2024

  Hi ********,
  Thank you for sharing this feedback, and we are sorry to learn of this application experience. When we received your review, we shared it with our leasing management team. They have since confirmed that they have been in contact with you and that the refund request has been finalized. If you require any additional support or would like to share further feedback, you can email our team at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been made aware of charges on my account related to the property previously managed by your company as well as an illegal eviction that was listed as satisfied and should have been vacated. After a thorough review of my billing statements, it has come to my attention that I have been overcharged for Service, late and legal fees over a period of 16 months; 8/1/2022 to 12/26/2023, which is a violation of the ******* Anti-trust Act as well as Consumer Fraud Act. Upon discovering this discrepancy, I promptly revisited the terms of our agreement and compared it with the provided services and associated costs. Regrettably, the charges on my account do not align with the agreed-upon terms.I have listed dates and charges to the bottom of this letter for your reference. Beginning September 15, 2022 to December 26, 2023, I have unfairly encountered fees due to raised costs associated with Mynd's administrative charges in addition to my rent that I had previously agreed upon. Mynd took over management of this property and added fees that caused a hardship for me. These fees were all of a sudden and never agreed to, I was forced to pay or move. In light of the aforementioned issue, I kindly request an immediate refund for the overcharged amount. I believe in fair and transparent business practices, and I trust that Mynd Property Management values its clients and strives to maintain a reputation of integrity.I

  

  Business Response

  Date: 03/12/2024

  Hi *******, 
  Thank you for sharing this feedback, and we are sorry to hear about this experience. When we received your review, we escalated it to our Resident Experience Leadership Team. They have since confirmed that you signed a lease renewal with Mynd in January 2023 and that the fees were charged based on the previous ledger from the owner and then in accordance with our lease starting January 2023 when you signed the renewal. They also confirmed that evictions are canceled when payment is received in full; however, that does not remove the fact that it was filed on your record. If you believe any of this is incorrect or would like to provide further information, please do let us know. Our team can be reached at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my name is **** and I currently rent a property from these renters. And with out notifying me theyve made changes to my payment options which enabled me from making my monthly payments and yes sure there were a few times that I was having issues with my banking but any charges that was to be made I took care of! But now they are just out right forcing me to pay in an option I which im unauthorized to make. I need help on setting them straight

  

  Business Response

  Date: 03/12/2024

  Hi ******, 
  Thank you for sharing this feedback, and we are sorry to hear about this experience. When we received your review, we escalated it to our Resident Experience Leadership Team. They have since confirmed that, as you have had two non-sufficient fund transfers since December 2023, they have had to disable online payment and require certified funds. They also informed us that you can mail in certified funds or pay at a local ******* using the CashPay option. If you have any further questions about this or believe it is incorrect, please contact your Resident Experience Manager.
  Mynd Experience Team

• Initial Complaint

  Date:03/02/2024

  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.

  Let me say that this company is not completely wrong, and i respect the decisions made. But at the same time, after this company working with me for so long and then dropping the bomb on me 2 months before my lease is up is the most disheartening experience Ive ever had and its sent me back into depression. I have been a tenant with Mynd Management since April of 2022. They have been more than flexible with me. Things got super hard when my roommate decided to break lease and leave, I had to handle everything on my own, as far as rent and utilitiesand other expenses collected while living with roommatebut now things have drastically changed, and as a young man I feel like we all deserve second chances, shoot, we all deserve a chance at life especially if we are trying hard. I communicate with this company every time Ill have late rent, they email back and tell me that things will continue to go forward until I make full paymentthe first time I had to do this with this company ***************** told me that Id have 30 days to make full payments before eviction is filed. Well granted the month of February has 29 days (usually 28) I didnt get the full month to correct myself and keep myself ahead since I was doing it by myself now, for months this happened until February, I have every email of me keeping them posted, and them saying to make payment and things will be fine. I know its bad to pay late and I know the consequences I can face, but after them working with me for so long why evict me 2 months before my lease is up? Trying to kick me deeper into a hole, knowing itll be insanely hard to get another place with that under my belt. I tried to make payment on the 29th of February and the property manager had already turned electronic payments off, that same morning I contacted them expressing my concern , they gave me a way to pay with cash but when i tried to pay the legal fee was already implemented , meanint i didnt get the full grace ****** like usual!!

  

  Business Response

  Date: 03/15/2024

  Hi *******, Thank you for sharing this feedback with us, and we are so sorry to receive this complaint and to hear of these events. When we received this review, we shared it with our resident experience leadership team. They have since let us know that they are very appreciative of how communicative and honest you have been and that they are here to support you in navigating this next period. We understand that you have been in communication with the team over the past few days and that you have now confirmed that you will be moving out and making a payment. Mynd Experience Team
  
  
  
  

  Customer Answer

  Date: 03/16/2024

  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. Thank you for working with me and showing compassion. We all need it and deserve it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/28/2024

  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.

  Under ***** property code section 92.104(b) - I am not to be charged for normal wear and tear. Mynd has charged me for painting and wiping clean the walls and trim. I left the home as I found it and I paid for the property to be professionally cleaned. These are the charges as follows: Bathroom 1 - Install magnet for shower door Kitchen - Cabinet - Repair - Re-Skin Inside Bottom Base -$40.25 -$130.00 Kitchen - Lighting - ************ ******** LED - Replace -$54.60 Bathroom 1 - Lighting - ************ ******** LED - Replace Dining Room - Lighting - ************ ******** LED - Replace -$27.30 -$27.30 Kitchen - Closet - Closet Shelves - Paint (per closet)HVAC - HVAC -Air Filter (per filtered return) - Install New/Replace -$93.84 Bathroom 1 - Paint - Primer - Kilz Interior Walls (per SF)-$39.00 -$8.37 Kitchen - Clean or replace grease filter -$11.50 Bathroom 2 - Lighting - ************ ******** LED - Replace -$36.40 Entry - Paint - Door Slab (per side)-$84.50 Family Room / Den - Electrical - Blank Wall Plate - Install -$6.50 New/Replace Kitchen - Walls - Wipe/Clean Walls, Doors, and Trim (Per Room) - -$91.00 Results may vary Bathroom 1 - Plumbing - Snake Clogged Bathtub Drain -$65.00 Kitchen - Plumbing - Sink Drain Strainer - Install New/Replace Family Room / Den - *********** ************ -$13.00 -$422.50 Bedroom 1 - Lighting - ************ ******** LED - Replace -$36.40 Laundry Room - Closet - Closet Shelves - Paint (per closet)-$19.50 Laundry Room - Walls - Wipe/Clean Walls, Doors, and Trim (Per -$91.00

  

  Business Response

  Date: 03/12/2024

  Hi *******,
  Thank you for sharing this feedback, and we are sorry to hear about this move-out experience. When we received your complaint, we shared it with our Resident Experience Leadership Team. They have since confirmed that your Resident Experience Manager has been in contact with you regarding the security deposit dispute form and have just received the requested cleaning invoice/receipt. 
  Mynd Experience Team