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 Property Management

  410 S Rampart Blvd STE 390 Las Vegas, NV 89145-5749

• 

  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:05/05/2023

  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.

   
  Complaint: 20022340
  
  I am rejecting this response because:
  Not acceptable. We made mention of the moisture and mold issue as soon as we moved in and to your employee ***** that came out to the house. Not to mention the SEVERAL emails we sent addressing the situation. We made it very clear to ***** that we will NOT be renewing our lease until the issues were addressed properly. He agreed 100% and said he would feel the same way. We waited and waited until we got completely fed up with the situation. We had no choice but to move out because of the unhealthy living standards that you all put ** through. We will be filing a claim with the health department as well as code enforcement if we do not get our deposit money back. We have several videos and pics of the issues that you all did not address since the first day we moved in. 
  Sincerely,
  
  ************************* that the lease is month to month. So not really sure how the lease got changed from our yearly lease to a month to month lease. At this point we cant log in anymore because they have locked ** out. Either way the year lease that we signed or the month to month that they are claiming shouldnt matter because we followed all the guidelines and was out before our lease completely ended. We also have proof of moving into our new home 04-03-23 and should NOT be charged for the month of April. Now the claims of living in this property the month of April as well as the so called damages and cleanup fees is a way for you to steal the hard earned deposit money that we gave you. Several of the damaged items listed are items that we lived with from day one. Also the paint was not new nor perfect from the previous tenants by any means. Finally we gave you a pet deposit every month and you are claiming a pet fee cleaning? Dont steal our deposit money! We want our hard earned money back.

  

  Business Response

  Date: 05/19/2023

  Hi Trustin,
  We deeply regret to hear about your experience, and we appreciate you bringing it to our attention. Your feedback is important to us, and we apologize for any inconvenience caused.
  Upon receiving your complaint, we immediately escalated it to our management team for further investigation. They have informed ** that your lease transitioned to a month-to-month basis due to not receiving a 30-day notice to vacate. According to our records, the Notice to Vacate (NTV) was submitted on 3/28. As a result, you were responsible for rent until 4/28/2023. The original renewal offer was sent on 2/6/2023, and we received your response on March 28, 2023.
  In order to address the issue regarding your security deposit, we kindly request you to provide ** with an overview of the problems you encountered starting from your move-in. This information will be forwarded to the management team to help us find a resolution. Please reach out to ** at ******************************************************.
  Once again, we apologize for any inconvenience caused and thank you for your cooperation.
  Best regards,
  The Experience Team

• Initial Complaint

  Date:05/03/2023

  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.

  After not resolving a major leak in our bedroom for 6 months we decided to move out. It has not been more than 30 days and they have not returned our security deposit. This is the worst company ever.

  

  Business Response

  Date: 05/12/2023

  Hi ****,
  Thank you for reaching out and sharing your feedback with us. We sincerely apologize for the experience you had and the issues you faced with the leak in your bedroom.
  Upon receiving your complaint, we promptly escalated it to your property management team to address your concerns and find a resolution. They have confirmed that the security deposit has been transferred today, ensuring that the necessary steps are taken to address the situation.
  If you have any further feedback to share or if you would like to discuss the situation directly, please contact ** at *****************************************************.
  Best regards, The Experience Team

• Initial Complaint

  Date:04/27/2023

  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.

   
  Complaint: 19991265
  
  I am rejecting this response because:

  Although the plumbing appears to finally be fixed after 70+ plus days, the hazardous yard with glass, nails and various other debris is yet to be taken care of. We continue to pay for our pets to be able to use a yard they are unable to use. We need the yard tilled and re-soiled asap! The yard has been and continues to be an issue now going on 80 days. It has taken daily messages and endless time off just to get to this point and we need immediate resolution for the on going issues.
  
  *****************************

  a complete loss and desperate.As of today, April 27th 2023 we are going on 60 days of nothing getting resolved. They denied approval for yard work getting done AGAIN. I have been demanding we at least get our ****** back for the last two months since we have not had a usable yard (and we are all sharing one bathroom). The owner and property manager are refusing to do even that. We are paying all this money to have two bathrooms and a yard and we do not have that. Everyone I talk to keeps saying "they are working on solving it" and nothing gets solved. We are at the point of looking at our options with lawyers this has been so horrible for us.

  

  Business Response

  Date: 05/16/2023

  Hi *******, 
  
  We sincerely apologize for the inconvenience and discomfort you've experienced since moving into your home. We understand how crucial it is to have a safe and comfortable living environment, and we are sorry to learn of the plumbing issues and the condition of your backyard.
  
  Please know that we've taken immediate action upon receiving your complaint. The property management team has confirmed that the sewage repairs have been completed, and they have scheduled the clean-up of your backyard for today.
  
  If you have any further questions or concerns, please don't hesitate to contact us at *****************************************************. 
  
  Best regards, 
  The Experience Team

• Initial Complaint

  Date:04/26/2023

  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.

  Date of transaction - Formal dispute filed February 24, 2023.Amount of money you paid the business - $3900 What the business committed to provide you - The business committed via contract to seek approval for repair invoices over $500 What the nature of the dispute is - We are homeowners using Mynd as our property management company to rent out our house located in *******. For any repairs to be done to the house, Mynd is contractually bound to seek approval for any work that exceeds $500. We have 3 separate invoices over $500, totaling $3900 where we were not asked for approval, the work was completed against our wishes, and now we are stuck with the bill. We formally disputed the charges, and Mynd conducted their own internal investigation. At the end of the investigation, they decided we indeed owe them $3900. They are holding rent payments to pay for the invoices.Whether or not the business has tried to solve the problem - I am unclear about how their internal investigations into disputes happen. We tried to solve the problem with them using the proper channels, and they did not take responsibility or offer any sort of concession. Not even a negotiation.Invoices attached.

  

  Business Response

  Date: 05/12/2023

  Hi *******,
  Thank you for sharing your feedback with us. We sincerely apologize for the experience you had, the disconnect during your turn, and the repair billing issue.
  Upon receiving your complaint, we promptly escalated it to your property management team to address your concerns and determine our next steps. They have informed ** that you approved invoice one for Shared Solutions in writing on 12/6/22.
  Please be aware that invoices two and three are currently being reviewed by our vendor management team and have not yet been billed. These repairs, which involved a gas leak and exposed asbestos, were classified as emergency service requests.
  We fully understand how disappointing and frustrating it can be when unexpected issues arise at a property, and we deeply regret that you had to experience them.
  If you have any additional feedback to share with ** or would like to discuss the matter directly, please feel free to reach out to the Experience team at *****************************************************.
  Best regards,The Experience Team

• Initial Complaint

  Date:04/20/2023

  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.

   
  Complaint: 19962744
  
  I am rejecting this response because:

  The credit bureaus still shows the incorrect amount from the collection agency which Mynd Management reported while it was being disputed.  Ive been advised not to contact the collection agency who reported the incorrect amount while Mynd were still in the disputing process. The representative I spoke to on March 29th told me they would contact the collection company and remove the collection and also address why the unit was under construction and never cleaned nor painted throughout my time there. I told the representative I had concerns about our phone call not being in writing and she assured me that it was being recorded and not to worry. Mynd did report to the credit bureaus and when I asked for the transcript of our recorded call they said that could not provide it. MYND Management not only reported me to the credit bureaus while we were still in dispute but reported an incorrect amount and has never given me an opportunity to see and agree on any charges. They only supply a bid from a vendor and document says its a quote only good for ******************************************************************************************************************* charge of that was under construction and had not been cleaned nor painted the duration I was there. 
  
  Sincerely,
  
  *************************

  75 emails, have spoken to 20 individuals from Mynd Management with regards to these matters. Upon move out, I was charged for paint, landscaping and various other items that were not mine in which I provided proof which I disputed the charges on their dispute form back in January. On 3/29 I received a collection letter from their 3rd party collections. On 3/29 I was assured by their representative that they would stop the collection and look to dismiss the charges. I asked to have it in writing but, she assured me that the call was being recorded. I have asked to have the transcripts from the recorded conversation on 3/29 but, was told they "won't provide it to me". They have put into collections while we are in dispute of the charges owed, if any, have not addressed the reasons why the unit was not ready and have caused and continue to cause me severe undue stress and anguish knowing I have a disability.

  

  Business Response

  Date: 05/12/2023

  Hi ******, 
  Thank you for sharing your feedback with us. We apologize for your experience and the issues you faced with finalizing your billing.
  
  Upon receiving your complaint, we promptly escalated it to your property management team to address your concerns and determine the next steps. They have informed ** that they have reduced the initial charges, resulting in a total of $250 in damages, and the remaining amount is related to unpaid rent.
  Since your account is now with a collection agency, the team has shared these updates with them and provided you with the necessary information to finalize the matter directly with the agency.
  
  If you have any further feedback to share with ** or would like to discuss the situation directly, please don't hesitate to reach out to the Experience team at *****************************************************.
  
  Best regards, 
  The Experience Team

• Initial Complaint

  Date:04/19/2023

  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.

   
  Complaint: 19957661
  
  I am rejecting this response because:

  Look at the screenshot I attached. It's from my ***** Fargo. It shows that this payment that I made, on January 5th, was never reflected in your ledger even though it was processed by Mynd. There's a transaction ID to prove it. Look at your ledger. Look at January. We make 1 payment on January 1st, we make a second on January 4th, then there's supposed to be a payment reflected January 5th, a third payment that would bring what we owe to - (negative) $1047.50. 

  Maybe we can get this resolved in the next decade.

  
  Sincerely,
  
  ******* *****

  ed on their end and even included a transaction ID: ***************. The latest update was that they were going to review once more with their accounting team after I had given them that transaction ID. In that meantime, they've been putting notices on our door and repeatedly sending messages to us to pay our remaining balance and threatening eviction. There is currently an eviction moratorium in ********, but not for much longer. I believe they're trying to drag this out and shake ** down for the money long enough to then evict us. In summary, we paid 3 payments in ******* instead of two and should've been charge only 1 payment in February. They are claiming they only got 2 payments in *******. I can't afford to be paying double rent for no reason. Any assistance would be greatly appreciated. Thank you,*******

  

  Business Response

  Date: 05/12/2023

  Hi *******,
  Thank you for sharing your feedback with us. We are sorry to hear about this experience and your billing issues. 
  
  Upon receiving your complaint, we promptly escalated it to your property management team to address your concerns and determine the next steps. They have informed us that they have thoroughly reviewed your charges and found an outstanding balance of $1,047.50 in December 2022 due to NSFed (non-sufficient funds) payments. Consequently, the additional payment you made on 01/01/2023 was used to cover that balance.
  
  If you have any further feedback to share with us or would like to discuss the situation directly, please don't hesitate to reach out to the Experience team at *****************************************************.
  
  Best regards, The Experience Team
  

• Initial Complaint

  Date:04/16/2023

  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.

   
  Complaint: 19943110
  
  I am rejecting this response because: You have just sent a vendor to mow the yard. We have been fighting for 80 days now that the yard will need to be tilled and resod because there are glass shards, nails, pot shards, metal shards embedded into the ground. The yard is still completely unsafe and unusable for our dogs. We need this resolved asap. We have been living through this for 80 days. You need to do the right thing and fix our yard properly. Also, it took 70 days to fix the plumbing. We lived with sewer in our bathtub for weeks. Do not act like you have been fast and on top of everything. We have been dealing with this for 80 days and it is still on going as of May 16th 2023.  
  
  Sincerely,
  
  ***************************a plumber to come and clean the pipes. We were in a hotel for two weeks and this cleaning job took 3 hours. The cleaning job lasted for 5 days. The shower is currently covered in sewage again and now the brand new hose to our washing machine is filled with dirt and sediment from the pipes and we cannot use our washing machine. They are sending out plumbers to assess again. One plumber has come out twice now and said that he refuses to come again because management is not hiring him for the job. One of the plumbers discovered that the hot water heater vent in our garage was actually unattached and spewing carbon monoxide into the space. We pay ****** a month to have our dogs at the house. We also paid a 600 dollar pet fee upon moving in. Once we had moved in we began noticing glass shards, metal shards, pottery shards, and trash coming up from the ground. Please read attached PDF for full complaint because I truly can't go into how terrible Mynd has been with only **** characters.

  

  Business Response

  Date: 05/16/2023

  Hi ******, 
  
  We sincerely apologize for the inconvenience and discomfort you've experienced since moving into your home. We understand how crucial it is to have a safe and comfortable living environment, and we are sorry to learn of the plumbing issues and the condition of your backyard.
  
  Please know that we've taken immediate action upon receiving your complaint. The property management team has confirmed that the sewage repairs have been completed, and they have scheduled the clean-up of your backyard for today.
  
  If you have any further questions or concerns, please don't hesitate to contact us at *****************************************************. 
  
  Best regards, 
  The Experience Team

• Initial Complaint

  Date:04/14/2023

  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.

  Mynd Property Management and **************************************************************************************************************** We recently rented this property for 3 months between Jan - March 2023.- when we moved in the property was dirty and the deck and yard were covered in leaves which we cleaned (noted in move in check in document)- over the 3 months we had regular flooding in the basement due to drainage issues in the front yard which additionally created a smell and flies etc - the water entering the basement was via the brickwork and even though we photographed this and requested remediation Mynd sent round >6 vendors who tried to resolve the issue via other means e.g. unnecessarily changing the external door - multiple vendors and multiple visits meant a huge inconvenience for me working from home - the water in the basement created danger in my son's basement bedroom as water was entering near power outlets everytime it rained - we negotiated a cheaper rent ($3750/month) due to the dated kitchen which Mynd then tried to increase to $3995/month, but instead they terminated the lease as they had erroneously entered the lease end date as 3/23 instead of 3/24 - this ended up being good for ** and allowed ** to leave a house not fit for purpose!- when I told them no further vendors could visit in the week before we moved out, due to work commintments, they threatened to bill me for all the damage due to the continuing flooding in the basement - We left the house cleaner than when we arrived and have now been charged $709.61 for cleaning including $117.36 for new lightbulbs. We left the house cleaner than when we moved in, and basic cleaning between tenancies should not be deducted from a tenants deposit - a deposit is to cover damage, and there was no damage over the 3 months while we lived with the inconvenience of regular flooding.

  

  Business Response

  Date: 05/03/2023

  Hi ******,
  We're truly sorry to hear about the issues you've experienced with your property. We understand how important it is for your home to be comfortable and welcoming, and we're sorry we fell short in this case.
  We've spoken with the management team and understand that a billing adjustment has been provided, with one pending lightbulb charge to be resolved. We apologize for any inconvenience and frustration caused by this situation.
  Please know that we value your feedback and will use it to improve our services. If you have any further questions or concerns, please don't hesitate to reach out to ** at ******************************************************.
  Thank you for taking the time to share your experience with **, 
  Mynd Experience Team 

• Initial Complaint

  Date:04/14/2023

  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.

  I am not liable for this debt with MYND Management and do not have a contract with NATIONAL CREDIT SYSTEMS. They did not provide me with the original application or any correspondence as i asked.

  

  Business Response

  Date: 05/03/2023

  Hi *****, 
  We are sorry you have had a negative experience with Mynd.
  We take all feedback seriously and would like to look into your account to understand better the specific issues you have encountered. To assist ** in this process, please provide the contact information associated with your application. 
  Once we receive your information, our management team will review your account and contact you immediately to address any issues and concerns you may have.
  Very best, 
  Mynd Experience Team