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

  4400 NE 77th Ave Ste 275 Vancouver, WA 98662-6857

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:04/07/2023

  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.

  I lease property supposedly managed by Mynd. I pay a hefty lease, partly to enjoy the lawn. By the lease's terms, I pay $90/**. for landscaping. Since the lease began in September (only part of which time Mynd managed it), landscaping services have been provided exactly once. I've been refunded money for the services not rendered for all but one month. But, I'm due $90 for payment for service not provided in February. Further, insofar as the lawn hasn't been maintained since 1/31/23, it's currently overgrown. Multiple attempts to obtain information from Mynd have gone unaddressed. For example, I contacted them on 3/18/23 and told them the lawn needed attention. They responded on 3/21/23 that the vendor came on 1/31/23 and couldn't get access, so stopped coming altogether. Bluntly, that was a lie; in fact, the only time service actually was rendered was on 1/31/23. Mynd said they would look into it. On 3/22/23, they wrote to see if the issue had been resolved. After telling them "no," they became unresponsive. I asked for an update on 3/27/23 and was told 3/28/22 that the issue was being addressed with the **** On 3/31/23, Mynd had the audacity to send me a letter from the *** indicating that I was in violation of *** clauses as my lawn was unruly. To repeat, Mynd sent ME a letter telling ME that I was in violation for not maintaining the lawn I pay THEM $90/mo. to maintain. When I replied back, they told me on 4/3/23 they would check into it. On 4/4/23, they told me someone was coming to service the lawn on 4/6/23. Unsurprisingly, no one came. Calls I made on at least 4/3/23, 4/6/23, and 4/7/23 have gone unreturned. Service tickets submitted to their portal and emails sent to them are addressed only with administrative responses (i.e., acknowledgments), but no resolution. I've now received complaints from the ***, neighbors, and code inspectors. Further, the grass is waist high rendering the lawn unsuable and causing pests. They owe me $90 plus ongoing service.

  

  Business Response

  Date: 05/03/2023

  *************, 
  We're truly sorry to hear about the issues you've experienced with your lawn maintenance. We understand how frustrating it is when the services you're paying for are not being provided, and we apologize for any inconvenience caused.
  We've spoken with the management team and can confirm that a full refund has been issued. We take your concerns seriously and will use your feedback to improve our services and communication going forward.
  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 

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 19911487
  
  I am rejecting this response because:
  

  Although true that Mynd refunded for *past* instances of services not rendered, they ***** ue to be unable to provide reliable landscaping services as required by the lease. As a result, HOA violations continue to accrue, including fines that Mynd galliningly sends to me. That is to say, they are harassing and fining me for not doing landscaping they're supposed to do!  I received the latest such violation letter from them just days ago (attached), likely around the time they sent this reply.  When we submit work orders for them to perform landscaping (which we shouldn't even have to do, since it should be automatically scheduled), they gaslight by closing the work order and saying the landscaping is scheduled to occur every two weeks, even though they aren't coming on schedule.  Mynd needs to get a reliable landscaper and needs to stop harassing me with violation letters. 

  ***************************

• Initial Complaint

  Date:04/05/2023

  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 received rental assistance ********* after catching covid and losing my job.. I moved on 3/6 and Mynd didnt do a move out inspection leaving the unit in great condition without any structural damages to the unit only blinds. The unit was professionally cleaned from top to bottom on 3/7 communicated with Mynd to get lockbox code to turn in keys but the code didnt work so I successfully turned in keys in lockbox on 3/8. I no longer had access to the unit Mynd did. I had $2155.52 of rental assistance left to be carried over to new unit for rent unfortunately thats not going to happen because of all of the bogus they came up with to take all of it *** portion of my deposit leaving me $739.72. I was in the unit 2 1/2 years and normal wear and tear would apply for painting the unit. Im being charged for overhaul ??? I put everything on the street and called the city to pickup. Carpet cleaning that carpet wasnt cleaned when I moved in and they know it. If there are any damage to the unit I didnt do it especially when their people left the old dishwasher on the kitchen balcony 6/14/21 and never removed it until now. The refrigerator was replaced on 7/21/21 so the floor damages came from their people dragging appliances..How is it you dont do a move out inspection on 3/7 which is required by law and then damages appears in the unit all of a sudden 21 days later youre charged. Im not going for it. I will file a complaint with ***************************** HUD, ******************************, your Surety Bond and all news channels. By the time I finish with you, MYND wont be able to do a dog walking business in *******.

  

  Business Response

  Date: 05/03/2023

  Hi ********, 
  We're so sorry to hear about the issues you've experienced with your move-out process. We've spoken with the management team and understand that a full refund has now been issued, and the matter has been resolved.
  We apologize for any inconvenience caused by the lockbox code issue, and we take full responsibility for any miscommunication during the move-out process. We appreciate your patience and cooperation during this time and will use this feedback to improve our services. 
  If you have any further questions or concerns, please don't hesitate to contact ** at ******************************************************.
  Very best, 
  Mynd Experience Team 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19902194
  
  I am rejecting this response because even though they said have issued a refund but they haven't. I saw the reversal on the account 30 days ago and all I have been getting is excuses as to why I haven't received it yet so I believe that is just for show and it really isn't going to happen.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/05/2023

  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.

  Me and my husband paid a security deposit for a house managed by Mynd. While touring the property we discovered a lot of issues, some of them really important, like bad smell in the house, melted power outlets and broken mirror. We emailed them and requested that those issues are resolved before we move in. We got an email saying that the house rents as is, and after talking to the move-in coordinator we cancelled the application. She informed us that she cannot stop the payment for the security deposit but we can call the bank and do that, which we did. The bank stopped the payment once, but failed to do it the second time Mynd processed the payment. Now we are trying to get the money back. Everytime we call we are told that the move in coordinator is going to call us, but nobody is calling. All the conversations were done through email, so we have proof. We need someone to call and refund the security deposit right away.

  

  Business Response

  Date: 04/13/2023

  Hi *****, thank you for bringing this matter to our attention and we are sorry to hear about your experience. We understand how frustrating it can be when things don't go as planned. As soon as we received your complaint, we escalated it to the management team for review. They have since confirmed that they have been in contact with you and that the requested refund has been issued. If there is anything else we can do to assist you, please don't hesitate to let us know. We're here to help in any way we can.
  Best regards, Mynd Experience Team

• Initial Complaint

  Date:04/04/2023

  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.

  On 3/13/23 @ 8:00 PM, it was noted that the single ONLY available onsite washer was not functional. After reporting the issue and selecting availability for repair, not only has MYND refused to repair the issue until the date of this complaint, but has begun to actively ignore / refuse to respond to further inquiries on when this issue will be repaired and continues to do so up to the date of this complain 04/04/23.The lack of washing services for 3+ weeks on being unable to wash clothing, bedding etc has been incredibly burdensome to the renter, the renter submitted a request for rental adjustment which has been ignored.The renter has routinely asked for updates regarding when services can be repaired and has been actively ignored while no resolution / alternative options have been provided.The renter upon renting this unit originally, deemed a washer / dryer onsite as an included amenity in decision to rent.The lack of functionality of this service and the corresponding lack of response / diligence shows that MYND PROPERTY MANAGEMENT will not operate ethically and with due diligence and required formulation of this complaint.

  

  Business Response

  Date: 04/13/2023

  Hi *****,
  
  Thank you for bringing this matter to our attention. We're sorry to hear about the experience you had with our services. We understand how frustrating it can be when things don't go as planned, and we want to apologize for any inconvenience you may have experienced due to the communication and service repair issues.
  
  As soon as we received your complaint, we immediately escalated it to our management team for review. We're happy to report that they have been in contact with you and that the washer is now working. 
  
  If there is anything else we can do to assist you, please don't hesitate to let us know. We're here to help in any way we can.
  
  Best regards, Mynd Experience Team 

• Initial Complaint

  Date:04/04/2023

  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.

  Company came in hime and removed all kitchen walls and bathroom walls. Its going in 20 days and I have asked to speak to someone and I have heard nothing. There are outlet plugs hanging out around my two kids. This hime is not livable, but i dont have anywhere to go

  

  Business Response

  Date: 05/03/2023

  Hi ***,
  We're truly sorry to hear about the challenges you're facing with your home. We understand how important it is for you to have a safe and comfortable living environment, and we sincerely apologize for the stress and inconvenience this situation has caused you.
  We take your concerns very seriously, and we've spoken with the management team to confirm that they have been in contact with you and are actively working to resolve all the issues. We're committed to making sure that your home is livable and meets your needs.
  We understand that miscommunication and delays can be frustrating, and we apologize for any issues you've experienced in getting the support you need. If you have any further questions or concerns, please don't hesitate to reach out to ** directly at ******************************************************. We're here to help and support you in any way we can.
  Very best, 
  Mynd Experience Team

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19892855
  
  I am rejecting this response because: they do not communicate with me. I have to call *************************. finally talked to someone and they said they are looking for reasonable prices. They will not reimburse me for my food I pay out of pocket for. They forced their way in my home for a 3 day job. And now its pushing two months with a tub sink and toilets in my living room. There is standing stinky mold in the other bathroom. They have do not communicate which is what causes confusion and frustration. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/01/2023

  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.

  They are charging a $12.95 fee for "Insurance Master Policy Charge." This was not agreed upon in the lease not did they provide 30 days notice of rent change as per the lease agreement. They've been shady since day one.

  

  Business Response

  Date: 04/13/2023

  Hi *******, 
  
  Thank you for bringing this matter to our attention. We're sorry to hear about the experience you had with our services. 
  
  As soon as we received your complaint, we immediately escalated it to the management team for review. This team has since informed us that they have contacted you and provided the information listed below. 
  
  Please let us know if we can provide you with any further information. 
  Very best, 
  Mynd Experience Team 
  
  This message was sent on 04/03/23: 
  According to the information we can see in the system, this charge is related to the insurance policy. As the one we have in the system for you, already expired.
  
  As per your lease:
  5. Proof of Insurance: Resident must provide proof that Resident has obtained the required $100,000 liability coverage as described above. Resident shall also provide proof that it is maintaining this insurance from time to time thereafter upon ********'s reasonable request. If Resident fails to provide proof of insurance prior to move-in, or fails to maintain insurance as required herein, Landlord may, but shall not be required to, obtain insurance on behalf of Resident through MSI, to the extent permitted by applicable law, and Resident will be charged an additional $12.95 per month that will be due and payable along with Resident's monthly Rent.
  
  Please, update your insurance information in *********** with a policy that is not expired.
  
  Also, remember to verify if the additional interested party has been added to the policy with the following address below. If it is not on your policy; you will need to contact your renter's insurance agency and have them add the details below to the additional interested party section in the policy.
  
  Mynd Management
  PO Box 3720
  ******, ** 12203
  
  Also, all leaseholders need to be listed on the policy. If the above information is already correct, please contact ********** at #************ for additional help. Once that is done you will need to resubmit the policy to the link below so it can get verified. Once approved, the fees will automatically adjust.
  ********************************
  
  Thank you for reaching out and let us know if you have additional questions.
  
  

• Initial Complaint

  Date:03/28/2023

  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 applied for a rental property on March 22,2023 and paid the application fee along with my co-applicant of ***** each. On March 23,2023 we received a message saying the account was closed. We have been trying to contact the business but now no answer is given.

  

  Business Response

  Date: 04/13/2023

  Hi ********, thank you for bringing this matter to our attention and providing your feedback. As soon as we received your complaint, we escalated it to our management team for review. They have since confirmed that they have been in contact with you and that the issue has been resolved. If there is anything further we can assist you with, please don't hesitate to let us know. Best regards, Mynd Experience Team

• Initial Complaint

  Date:03/23/2023

  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.

  Where do I begin with this horrible Property Management Company . First of all they have a ton of unnecessary fees but thats not really my issues. I put a deposit on this house on 3/20/23 in the evening and then started the process on signing the lease. I asked about the move in date since I move out of my current home on ***** 1st 2023 and it was told to me that they only do leases on Monday -Thursday. I thought this was odd but now I know why they do this. Its to scam people out of more moving because who want to move during the week? And no weekend move ins? I was told that in order for me to move in on ***** 1st I would have to pay prorated amount of rent for March 30 and 31 and pay prorated amount of pet rent and admin fee. This is on top of the full month rent for ***** , full pet rent and monthly admin fee. I told ****************** did not think it was right to have me pay 2 days extra rent on a property I would not be living in because they dont do leases on weekends or even a Friday! Then she said I could move in ***** 3 no problem . I told ******** again I have to be move out by ***** 1st so where would myself and my kids live and put our belongings until ***** 3rd . She did not answer . I then just requested my full deposit back so I could rent elsewhere. Then ******** said that amount would be deducted for my security deposit if I canceled and she would give me a break down . I was never told to be upfront how Much the dedications would be or that this would even be an issue when I paid the deposit. She emailed me back on 3/23/23 saying they charge $61 dollars per day the house was off the market and I was being charged for 4 days . I told ******** that the deposit did not clear my account until 3/21/23 so its not 4 days and she advised I paid it on 3/20/23 so that when they counted it , even though I paid it late Monday evening. I would not think they would take the house off the market until the payment cleared which was 3/21/23. I dont think this is right

  

  Business Response

  Date: 04/20/2023

  Hi ******,
  Thank you for sharing your feedback with us. We are sorry to hear that you had a negative experience and apologize for any frustration or inconvenience caused.
  As soon as we received your review, we escalated it to the leasing team. They have since confirmed that they have been in contact with you and that you have decided not to move forward with the property. 
  We understand that you had concerns about our fees and move-in process, and we apologize for any confusion or miscommunication on our part. Your feedback is valuable to us, and we will use it to improve our services and prevent similar issues from occurring in the future.
  If you have any further feedback or questions, please do not hesitate to contact us at ******************************************************. 
  Best regards,
  Mynd Customer Experience Team

• Initial Complaint

  Date:03/23/2023

  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.

  The house that I've rented from NYMD was listed as a (three)3 bedroom and (0ne)1 bath. It is actually a two(2) bedroom and one(1) bath. This simply is not the home I signed up for. The condition of the property is very poor. The building and yard space are run down with overgrowth in the yard and rotting wood on both exterior and interion. All of the hard wood floors are damaged and ruined. The trim on the interior is poorly prepped and installed, some trim is rotting. Painting is poor and not the work of professionals or anyone with minimal training. There is both large ants and small ants gaining access to the house through rotting window trim and other access routes. Issues that I assumed and was told would be fixed by move in were not attempted, for example the new gas stove was still siting in the laundry room, and not connected. On move-in day I was denied access and was charged an additional$1500 by the moving company. I informed the leasing company that this would be payed by them for blocking my access as agreed.FYI- I am a PWD and have a schedule-A letter

  

  Business Response

  Date: 05/02/2023

  Hi ******, 
  Thank you for sharing this feedback with us. We're sorry to hear about the issues you've had with the property.
  We've spoken to the management team and confirmed they'd contacted you about the third bedroom and move-in delay. Although the third bedroom doesn't have a closet, it does have a window and door. We apologize for any miscommunication.
  We take the raised concerns seriously and have addressed the maintenance issues with our team. We value your feedback, and if you have any questions or concerns, please get in touch with ** at ******************************************************.
  Thank you again for this feedback, 
  Mynd Experience Team 

• Initial Complaint

  Date:03/19/2023

  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.

  On December 13, 2022, my family realized there was a water intrusion in one of the bedrooms. We notified Mynd that day. The next day, we heard water gushing inside the wall. We immediately notified Mynd. Over the next 3 days, Mynd sent 3 different roofers to the house despite our insistence that it was a plumbing issue. We sent them video of the water gushing in the wall & a report from the city indicating that our water had been running continuously for 3 days. Mynd then told us that a roofer could investigate the plumbing issue. It took them until December 17, 2022 to send out a plumber. The plumber fixed the pipe and then left a gaping hole in the drywall in the bedroom, as well as standing water in the wall and under the floor boards. It took Mynd two months, or until February 16, 2023, to finally begin the water extraction and dry out, despite the fact that I was messaging and calling them multiple times a week to check status and express my concern about mold and my familys health. Everyone had been coughing for weeks, experiencing swollen lymph nodes, dizziness, mucus, etc. In the meantime, mold developed. The property was air tested on February 6, 2023 at our insistence. Mynd then refused to give us the air test results. Only after I mentioned contacting an attorney, were the results sent over, which revealed a high level of aspergillus and penicillium mold. I then had to literally demand that Mynd put my family in temporary housing for our health and safety. We are exhausted. We are sick. Our personal property is likely destroyed due to mold spores. Weve had to fight Mynd every step of the way. Mynd is now refusing to conduct **** dust testing throughout the home, even though my entire family has been sick, and they only performed air testing, which does not detect toxic black mold, of one bedroom. They expect us to move back into the home without confirming that it is safe for us. They have never apologized or accepted responsibility for their failures.

  

  Business Response

  Date: 03/28/2023

  Hi *******,
  Thank you for sharing your feedback with us. We understand how frustrating and inconvenient the situation has been for you and your family, and we sincerely apologize for the stress this has caused.
  We take your concerns seriously and immediately escalated this complaint to the management team when we received it. They have confirmed that they are actively working to resolve the repair issues and are in communication with you. We are also aware that you have been provided with temporary housing while the repairs are being conducted and that they will be testing the air quality of the entire home before you move back in.
  Our team is committed to making things right for you and your family and ensuring that you have a safe home. We will investigate the initial communication and service issues you raised to understand what happened and work on the necessary improvements.
  If you have any further concerns, please do not hesitate to contact us at ******************************************************.
  Sincerely,
  Mynd Experience Team

  Customer Answer

  Date: 04/01/2023

   

  Mynd has shuffled my family to four (4) AirBnbs in different parts of the County over the last 6 weeks. Each time, we were not told until the last minute, leaving us to wonder where our family would be sleeping the next night and forcing my partner and I to take time off work to move the entire family. It has caused us incredible stress. After submitting my original complaint, I went back to the residence to check my mail and discovered that Mynd had opened up another cavity in the wall. The cavity revealed a broken moisture wrap and visible black mold. The room was not sealed off as it should have been thereby exposing entire house to mold. Mynd never notified us of this second cavity. They were actually insisting that the home was safe and clear of any and all mold based on an air test completed weeks prior. Mynd never intended to inform us of any of this. They acted in complete disregard of my familys health and safety. My partner and our year old baby are still coughing and are going to the doctor to be checked out. My elderly father in law is currently in the hospital with double pneumonia. Mynd acted fraudulently and maliciously with ******* to my familys healthy and safety. I reject their response as surface level empty promises and representations. I demand Mynd be held accountable for their failures.