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:03/17/2023

  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.

  Before applying I called and asked what would cause denial of residency with the information received I made the necessary steps to make sure i would b approved (called the bureaus and checked was told Ive never had any alerts on my report). I applied for a home with mynd property management company, First I was told they couldnt contact my employer but Im my employer email phone number and all is literally the same. But thats not why Im here. Im here because I was recently denied residency due to a fraud alert attached to my ssn. I was advice to call the screening department of transunion and I did. Upon doin so the transunion advisor informed me that I dont have any freeze or fraud alerts on my credit report (i have the recorded call of her sayin this) she also in formed me that transunion does not have the power to accept or deny anything. Their job is to provide a credit report. Which mean the management company lied to me and broke company policies and procedures. I feel as if Ive been treated unfairly and discriminated against. I also feel like the property company should be held accountable for providing false information and should be investigated further for unlawful conduct and practice. I dont like being lied to especially about something so simple as getting a home for my family.

  

  Business Response

  Date: 03/27/2023

  Hi ********,
  Thank you for sharing your experience with us. We apologize for any confusion caused during your application process, and we understand how frustrating it can be to receive conflicting information.
  We have escalated your complaint to the property's leasing team, and they have informed us that they spoke with you on 3/17 and explained our policy regarding Invalid SSN fraud alerts on credit reports.
  As a company, we are committed to compliance with all federal, state, and local fair housing laws. Our screening processes follow strict policies and procedures to ensure that we provide accurate and reliable information to our applicants.
  We appreciate your feedback and welcome any further questions or concerns you may have.
  Sincerely,
  Mynd Experience Team

• Initial Complaint

  Date:03/16/2023

  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.

  The date today is March 16, 2023. I've been without air conditioning since February 21, 2023. That is the date of my original service request that I opened with this company. I have since been without air conditioning for over 3 weeks. I am 5 months pregnant and every time, I have to call to make things happen. The last time I called was Monday, I was told my request was being escalated and that I would hear back soon. It is now Thursday, I have not received a call. I'm convinced Mynd is not taking this request as seriously as they should be, seeing as how summer is on the horizon and ******* heats up very fast. Previously, Mynd was trying to get everything sorted with the original AC company, *******************, but they too have proven to be difficult to work with. Mynd explains that the holdup is finding a proper AC company to work with. But 3 weeks is more than enough time. I need my air conditioning fixed now and in a timely manner.

  

  Business Response

  Date: 03/28/2023

  Hi ******,
  Thank you for bringing your experience with us to our attention. We understand that the ** issue during your stay has been frustrating and inconvenient for you and your family, and we sincerely apologize for the stress this has caused.
  We take your feedback seriously and immediately escalated your complaint to the management team. They have since confirmed that they are actively working to resolve the issue and have provided you with a portable ** unit as a temporary solution.
  We are committed to making things right for you and your family, and we will investigate the initial communication and service issues you raised to work on the necessary improvements.
  If you have any further concerns or questions, please do not hesitate to contact us directly at ******************************************************. 
  Sincerely, Mynd Experience Team

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19603773
  
  I am rejecting this response because:
  

  There is still ineffective communication happening. I am being stonewalled from talking to certain people within your company that I need to speak to regarding rent and compensation. The portable AC should have been suggested a long time ago and not 2 days ago. It's a f bandaid, but it's too little too late and it only cools one room at a time. Your company's resistance to work with another air conditioning company just so you can reap the benefits of a warranty has resulted in unsafe and unfit living arrangements for me, my partner, and are unborn child. The air conditioner still doesn't work and a confirmed date has yet to be given to me as to when it will be fixed. Every day, I'm just told to wait another day or two. This is being dragged out even longer resulting in more time living in a home without air conditioning. This goes against the lease and ***** property laws.

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

• Initial Complaint

  Date:03/16/2023

  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.

  I provided proper notice to move and moved on 2/15/23. To date I have never received a ledger or notes from their inspection nor I have received the return of my security deposit. I was told on 3/2/23 the request for both was put in but I received nothing. I called again 3/14 and was told by ***** no requested was noted and no refund or ledger was in their system, and someone would call me in ***** hrs. I called again 3/16/23 and was told by Alexandria that no ledger was available but the system now shows I'm due $1,068 of my $2,350 security deposit. Mynd cannot provide a reason why my security deposit is so low, no ledger, no proof of inspection, etc and per Alexandria someone will have to call me back because she is not sure when I'll receive it or how. According to ******* tenant law Mynd should have performed their inspection in 3-5 days of my move and I should have received a ledger and my security deposit in 30 days once we agreed upon any deduction cost. Now here is it 30 days from my move out and I'm being told my Alexandria that it's 30 business days (this is no where in their lease) and not 30 actual days, however not one other representative I've spoken with has stated this. 3/17/23 makes 30 days and according to ******* law if I am not refunded my security deposit and provided a ledger they are required to pay me up to 3x my security amount. I moved out because they do not maintain their properties, you put in maintenance request and it takes them weeks to even get service scheduled. I have video footage of each room and outside of the home and it was cleaned with no damages. The system won't allow me to upload the videos but I have them from the last day I was living there. I've never been late with my monthly rent and never incurred any late fees. They are horrible. I just want my ledger and the full return of my security deposit of $2,350.

  

  Business Response

  Date: 03/30/2023

  Hi ******,
  We appreciate you taking the time to share your recent experience with us. 
  We take your concerns seriously and have taken action to address them. We have escalated your complaint to your management team, who have confirmed that they have contacted you and are actively working to resolve the issues with your security deposit.
  If there is anything else we can do to assist you, please do not hesitate to contact us at ******************************************************.
  Once again, thank you for bringing this matter to our attention. We value your feedback and appreciate your patience and understanding throughout this process.
  Best regards, Mynd Experience Team

• Initial Complaint

  Date:03/14/2023

  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.

  My roommate and I began our lease July 1st 2022 and were told that we will be receiving bill-backs for WSG charges. We received our first physical bill February 2023 where they requested over 7 months worth of WSG charges within 30 days and threatened us repeatedly with 14-day notices on our front door, charging us "late-fees" of $75 because of the "missed" payment. Upon receipt of the bill in February 2023, we immediately reached out and contacted Mynd via email & MyndResident Portal (*********************, ***********************, and *******************). **** was able to accomodate our request of paying off the $800+ WSG bill within 4 months beginning February until May 2023. We signed an agreement sent by **** on February 16th 2023 that expressed the 4 month payment plan of the 7 month WSG bill-back charges. Moreover, since Water bills are not metered per unit -- this creates inconsistencies and unfairness when another resident has had a guest stay in their unit for more than 30 consecutive days during the year. It has not even been a year and she has stayed 6 days a week along with her dog. We should be returned our monies that was created by the guest from Unit A. There are four units total on the property and 3 of the other units are being charged for someone else who isn't being held accountable via the Lease. There has been no written consent of the Landlord on file about Unit A's guest staying for an extreme length of time. In the included attachments, Mynd Management was consistent in agreeing to our payment plan request to reflect the bill-back charge increment and upcoming WSG charges. The remaining balance is the remaining charges within the bounds of our payment plan agreement (1/4 in February 2023, 2/4 March, 3/4 April, and 4/4 payments in May 2023) which as you can see in the ledger attached, they charged us a late fee & notice fee for. Today they credited us the amount back, but the initial complaint and issue will continue because they are inconsistent with their agreements

  

  Business Response

  Date: 03/27/2023

  Hi ********, 
  Thank you for sharing your experience with us. We apologize for any confusion or frustration caused during your lease agreement, and we understand your concerns regarding the *** charges and your payment plan.
  When we received your complaint, we immediately escalated it to the property management team, who confirmed that they have been in contact with you and are actively working to resolve all issues raised. They also mentioned that they had provided a credit for the March late fee and a notice fee. 
  Thank you for bringing this issue to our attention, and we appreciate your patience as we work to address these matters.
  Sincerely,
  Mynd Experience Team

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19595803
  
  I am rejecting this response because: we have been waiting for over the course of our tenancy to organize a swift transition. This response, although appreciated, is not accepted considering it fails to provide any details surrounding how we will receive our WSG master utility bill along with our individual bills provided by third party billing company - ConService. It fails to address how the guest will be addressed and handled -- she has resided on our property from August 2022 up until now. She claims to hold a lease elsewhere but I find this lack of urgency and initiative to be disrespectful to all the other tenants on the property. Paying for another unit's guest? Along with the guest not having written consent to stay on the property from the management or landlord for an extended period of time* -- this is unacceptable. Mynd continues to restate the already known facts and provides no clarity or resolution to their failure to manage their business. 
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:03/13/2023

  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 used Mynd to lease out my condo. The lease is up on April 3rd. Mynd property manager told me that he is renewing the lease another month because he sent an email in January and I didnt respond. I responded on March 3rd. He told me that isnt enough time and there is nothing I can do. I have no where to live because if this. I plan on evicting the renter when the lease is up. Please advise.

  

  Business Response

  Date: 03/21/2023

  Hi *****,
  Thank you for taking the time to share your feedback with us. 
  After receiving your complaint, we escalated it to your management team. They have since confirmed that they have been in contact with you and provided information regarding the CO law requirements for giving notice to vacate.
  Best regards, Mynd Experience Team

• Initial Complaint

  Date:03/13/2023

  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.

  There was a water leak on 1/24/23 its now 3/13/23 and its not fix there has not been running water since or electricity in half of the house Ive paid rent to avoid bad rental history but they refusing to give me back my money for paying 1970$ every month for the last 2 months rent on a inhabitable house I just want my money back for those two months Ive calls non stop sent emails to them and still no resolution they keep asking me for and update but refuse to give the info for the homeowners insurance to check on claim i just want my 3940$ back

  

  Business Response

  Date: 03/30/2023

  Hi ******,  
  
  Thank you for sharing your feedback with us about your experience. 
  
  We are truly sorry for the inconvenience and frustration this has caused you. We understand how disappointing it is to experience situations like this. 
  When we received your complaint, we immediately escalated it to your management team. They have since confirmed that they have been in contact with you and have issued the requested refund. 
  
  If there is anything else we can do to assist you, please do not hesitate to contact us at ******************************************************. 
  Best regards, Mynd Experience Team

• Initial Complaint

  Date:03/10/2023

  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.

  We signed with Mynd last June to manage our rental property, and today is the last business day of their management, and after countless attempts they would not respond to the following:1. Mynd failed to return the remaining of our property keys. Multiple attempts all result that our property manager would get back to us, and she never did. 2. When the previous tenant moved out and Mynd conducted turning work, and the property manager (*************) verbally and in email enumerated the expenses and that they would be deducted from the tenant's security deposit, and we paid out of pocket the last job because Mynd's quote would have gone over the security deposit. Then Mynd billed us $4888.8 in Oct 2022 and $255.93 in Jan 2023 and never reimbursed us for the $400 expenses we paid. I reached out to the property manager who said she would fix it. After which she stopped responding. This year we were informed a new property manager is taking over our unit. New property manager also has not respond, and has been ignoring my scheduled phone calls.

  

  Business Response

  Date: 03/27/2023

  Hi ****, 
  Thank you for taking the time to share your experience with us. We apologize for the communication breakdown and the issues you have encountered throughout this transitional period. 
  We take all feedback seriously, and as soon as we received your complaint, we immediately escalated it to your management team. They have since confirmed that they have contacted you and are actively working to resolve the issues mentioned.
  Please do not hesitate to contact us at ****************************************************** if you have any further questions or concerns. We appreciate your patience and understanding as we work to address these matters.
  Sincerely,
  The Mynd Experience Team

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19580294
  
  I am rejecting this response because: I still receive no update regarding the billing adjustment. By "They have since confirmed that they have contacted you and are actively working to resolve the issues mentioned" you meant an message on March 21st "In regards to the turn invoices question please email here what solutions/answers you are looking for." to which I immediately responded on the same day, since then received no response again. 

  Again I would like to emphasize that I am looking for a resolution to fix the billing issues, not being deferred yet one more time. 

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

• Initial Complaint

  Date:03/08/2023

  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.

  MYND has refused to return my deposit on fraudulent terms. They charged an absurd amount for painting, that the premise to steal your deposit with no documentation. They stated the vendor charged $1222 for painting absolutely ridiculous, I left my home in essentially the same condition upon move-in and caused little to no damage except for minimal wear and tear. Mynd was exceptionally awful at responding to maintenance repairs, and any communication on property issues. I took a full video of my property upon move out; in the event a discrepancy came about with prop. MYND is the worst property management company to deal with and will not relinquish my fight for my deposit back, they are a total fraud.

  

  Business Response

  Date: 03/17/2023

  Hi *******, 
  Thank you for bringing this to our attention.
  We are sorry to learn of this move-out experience and for the inconvenience caused. 
  When we received your complaint, we immediately escalated it to your management team, who has since confirmed that they have communicated with you, revised the fee for painting, and provided a new deposit statement. 
  If you would like to provide us with additional feedback, please get in touch with us at ******************************************************.
  Thank you again for your feedback.
  Mynd Experience Team

• Initial Complaint

  Date:03/08/2023

  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.

  The property management company fraudulently took my deposit under claims to paint the home. The management was not physically present to inspect the home and provide repairs while living in the home. The home was returned in the same condition, as originally leased. The property management company MYND fraudulently kept my deposit and refuse to return funds. Other renters have made the same claims, don't want any other families to become victims of MYND.

  

  Business Response

  Date: 03/17/2023

  Hi *******, 
  Thank you for bringing this to our attention.
  We are sorry to learn of this move-out experience and for the inconvenience caused. 
  When we received your complaint, we immediately escalated it to your management team, who has since confirmed that they have communicated with you, revised the fee for painting, and provided a new deposit statement. 
  If you would like to provide us with additional feedback, please get in touch with us at ******************************************************.
  Thank you again for your feedback.
  Mynd Experience Team

• Initial Complaint

  Date:03/07/2023

  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.

  Since Mynd has taken over the property, the inspection of the unit was never done from November 2022, until currently. Next, there has been a ton of hidden fees not disclosed in the Lease. The last straw has been my ** hasnt been working since 2/23/2023. On 2/27/2023 my toilet flooded my bathroom and although reported ***** came to fix it until the following day, upon the vendor arriving they stated they needed access to the lower unit as the flooding was coming from there and they needed their boss or entry. After the vendor didnt get either, they left for two hours and came back with no protective gear, they proceeded to use my household items and dispose of ***** matter, sewage water in my mop bucket and poured all of the sewage down my shower as well as bathroom sink. After doing so, they mopped my floors with the same water spreading bacteria on the floors and the hall. They finalized this with washing their hands in my kitchen sink. Upon complaining to Mynd, I had to wait two additional days for sanitation to come out which they had to pull up my bathroom flooring to properly sanitize the floors, leaving adhesive behind and the floors destroyed. Nothing was done to sanitize or unblock the pipes. The cleaner notified Mynd that my toilet was lose from the ground and needed further attention. Due to improper ventilation being available, as the ** isnt working nor the fan in the bathroom, I had to open my window to keep my unit below the 79 degrees it was at and to avoid contamination. A bird then flew into my residence, instead of Mynd following up as promised with compensation, moving or a call back from the manager they let me know id be responsible for the pest fee. Two additional plumbers were sent out, one noted that live bacteria was growing on my toilet and that the toilet needed replacing. The last stated he could not complete the job until the floors were put down, as he was getting stuck to the adhesive. As it stands, its been 9 days, and no help

  

  Business Response

  Date: 03/17/2023

  Hi *******,
  Thank you for taking the time to share your feedback with us. We are very sorry to hear about the maintenance issues you experienced and for the inconvenience, this has caused you. Please accept our sincerest apologies.
  Upon receiving your complaint, we immediately escalated it to your property management team, who confirmed that they have contacted you and are actively working to resolve all appliance and maintenance issues. 
  Please don't hesitate to contact us at ****************************************************** if you have any further questions or concerns or would like to provide us with any additional feedback. 
  Thank you again for your feedback. 
  Mynd Experience Team