Important information
- Customer Complaint:Mynd came to BBB’s attention in January 2017. A review of complaints was completed in December 2024. For repair requests, please visit Residents Service Requests (sign-in required), or, you can reach out to business at Contact Mynd.
Complaints
This profile includes complaints for Mynd's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 335 total complaints in the last 3 years.
- 61 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/27/2022
Type: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 home was guaranteed a stove and refrigerator the same day as moved into the unit its been almost two weeks no stove or refrigerator they ignore phone calls and e-mails also, there is also no HVAC the system has been out for days these living conditions are inhabitable
Business Response
Date: 10/03/2022
We are sorry to hear about your experience. We have escalated your request and a team member will be reaching out to you directly.Initial Complaint
Date:09/26/2022
Type: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 hired Mynd to manage my property. The property was fraud after being listed on the market for couple days. Someone could use companys key box code to let other people in. Luckily the person who got the access code felt it was suspicious, and knocked my neighbors door to ask them to contact me. So, I called property manager when the things were happened that night around 8. There was no response until next day morning. I felt the manager didnt care about it and didnt take any responsibility because I was told fraud is everywhere, and Still havent told me what this fraud was happened. I quit based on their non professional service. Id like to know if I can refuse to pay the service charge because of their not professional job.Best regardBusiness Response
Date: 09/29/2022
We are sorry to hear about your frustrations. Our team has tried to reach out and are happy to discuss this with you. We appreciate and value your feedback.Initial Complaint
Date:09/22/2022
Type: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 engaged Mynd in Aug 2021 to manage a property in ********** ******** when I moved out of state. They onboarded well and have been good about paying the monthly, but when the tenants moved out in Aug 2022, the issues began. They have not completed needed repairs and claim they do not have access to the property even though I have given them access and they have used that access provided in some instances. I asked them to fix a toilet leak in late Aug and now almost a month later nothing has happened. They told me that they do not have access to the house, even though I have a report indicating that they were in the house in late Aug.They do not try to resolve the issues, nor do they communicate when I call or text the number of the property manager that they provide. In fact, the property manager is the third in a year and has never answered a phone call of the probably twenty I have placed. They seem intent to continue to take money without providing any services. They had ample time to close out the rental, but charged me an extra month for unresolved issues that they are on track to do the same for September. Even though they know I am selling the property and terminating our relationship and I wanted a quick turn time. I had to arrange for cleaning and repairs though this is their responsibility. I had to get the key from previous tenants, even though they are supposed to do this. They claimed that they could not contact the tenants, but it took a single text from us to get ahold of them. And they have yet to provide the money from the renter's last month. I need them to pay me the rent they collected for Aug, complete the toilet repair, refund my September management fee, don't charge for October, and close the books and our relationship regarding this property.Business Response
Date: 09/27/2022
We are sorry to hear about your frustrations. The teams has escalated your request and is working diligently to complete these issues for you. We appreciate and value your feedback.Initial Complaint
Date:09/17/2022
Type: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 currently in a lease with this property. Our lease ended in April 22. I have since been a holdover tenant. I gave my 30 day notice in July that I was needing to be removed from the property, and the others in the household were staying. However, they will not allow me to be removed from the property until the others qualify again. I feel that this has nothing to do with me, whether they qualify or not. I have attempted to communicate with the property about my frustration and they just go back to this. I am very unhappy and just want to be removed.Business Response
Date: 09/22/2022
We are sorry to hear about your experience. It's good to see the *** reached out and explained our process. Hopefully this provided you with a better understanding and gave some direction. We value your feedback.Customer Answer
Date: 09/23/2022
Complaint: 18041159
I am rejecting this response because:Unfortunately this does not solve the problem. I have been out of the house since July 24 and they refuse to take my name off of a non existent lease. My name needs to be removed because my personal information is being used to rent the house, which is considered fraud. You guys know that Im not longer in the house and wont remove my name. I will not be held responsible for any monies due. If this is not taken care of, I will be forced to take legal action.
Sincerely,
***************************Business Response
Date: 09/26/2022
We are sorry to hear about your frustration. Our team has explained the processes and procedures of getting your name off the lease. We follow fair housing laws and treat all our residents the same.Initial Complaint
Date:09/14/2022
Type: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.
June 13th I signed an agreement to get help with property management services with MYND. I was asked to give a $500 deposit which I did and they assigned me a person named *******************. He was immediately very hard to communicate with and half the time was 'out on vacation'. He made a property report listing what he thought needed to be done before it could be rented and said the ** was broken. I informed him all he needed to do was flip a switch on in the attic which he did and it started working immediately. He installed a lock box on my gate. Within a month (July 14th) I decided to cease working with him and I found out he represents the entire city of ******* for property management so he is a 'very busy man'. I asked to speak to someone besides him but every time I called I got someone who said he is the one and only person I can talk to and there is no other management or person I can speak with. He informed me I would get my $500 back within 30 days or sooner. He then left the lock box on the gate until August only because I asked when are they going to take it off. I got this weird invoice yesterday (Sept. 14th) that says he is charging these vague management flat fees and I only received $85 back and I waited all this time from some person masquerading as Merry ************** to be sarcastic. This company is horrible. Something needs to be done before they rip off anyone else. On top of that in their online portal ******************* deleted all of our communication and only left the conversation with ******************** up. He is a complete fraud. I saved his text messages though so he cant deny that.Business Response
Date: 09/22/2022
We are sorry to hear about your experience and glad to see that your property manager reached out to explain the charges. We hope this helped to bring some clarity and appreciate the feedback.Initial Complaint
Date:09/14/2022
Type: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 renting a basement apartment from Mynd Management. I discovered a mold problem in my bedroom in February, 2022, after getting severe sinus infections. Water is coming in from the ground and causing the mold. The mold grew up my headboard and cause it to swell. I've been contacting Mynd since I found the issue and they have sent several people out to give them quotes for the repairs, but they keep saying the quotes are too expensive. I am not able to sleep in my bedroom because of the mold and smell. They have been giving me the run around since February and will not fix the issue.Business Response
Date: 09/22/2022
We are sorry to hear about your frustrations and have shared this with our maintenance team who has escalated your request. One of our team members will be reaching out to you directly.Customer Answer
Date: 09/23/2022
Complaint: 18025071
I am rejecting this response because: they have informed me many times that this request has been escalated since February, 2022, but the escalation has made no difference. I was getting terrible sinus infections in February, which is how I discovered the mold. The mold grew up my headboard and ruined it. Ive also had to purchase air purifiers and a dehumidifier just to continue living here safely, with no help from Mynd Management. *** asked to speak to a supervisor at Mynd many times and then tell me that a supervisor will call me, but no one ever has. Breathing this in is unsafe and its been 7 months! Our rainy season is about to begin, which means the problem is going to get much worse again. Please fix the issue asap!
Sincerely,
*************************Business Response
Date: 09/26/2022
We are sorry to hear your frustration. The team has been actively working to take care of this issue and we will have a team member reach out to you.Customer Answer
Date: 09/29/2022
Complaint: 18025071
I am rejecting this response because: I sent the same message to Mynd that I sent to the BBB over a week ago and still have not received a response. The rainy season is coming and this mold issue needs fixed asap. Not only does it smell terrible but it is also a health and safety risk.
Sincerely,
*************************Initial Complaint
Date:09/10/2022
Type: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.
On 8-19-22, Mynd charged us $335 to replace a lock to a bedroom closet that required a key, which we were never provided. We immediately reached out and cited ** law that states that the landlord is responsible for repairing any defects that existed with a home before it was leased, and it's really hard to believe they didn't know their own bedroom closet had a key lock on it. However, 3 weeks later, the charge still remains on our account, the property manager has yet to respond or take any action and now we are receiving a "final warning" because they added it to our rent (we paid our rent like normal and in full on 9/3). This isn't the first time Mynd has gone along and violated tenant laws, as they had also refused to repair our stove at one point because the owner said it wasn't necessary to habitablility of the home, even though ** law also states any appliances are the responsibility of the owner. All we are asking is to the have the charges removed, as Mynd should have provided us with the keys when we moved in. Not only did they not have the key themselves, because it had to be replaced entirely, but they're charging an exorbiant amount of money for it as well. Since going through the normal channels to have our account corrected is being ignored by the property manager, we decided to submit a report to the BBB instead.Business Response
Date: 09/13/2022
We are sorry to hear about your frustrations. We are pleased to see that the team did remove the charge for you on 9/9. We appreciate your feedback and value you as a resident.Customer Answer
Date: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. Mynd removed the charge in 9/9, as stated.
Sincerely,
***************************Initial Complaint
Date:09/01/2022
Type: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.
Working with Mynd has been the worst decision Ive ever made. They promised a seamless onboarding experience, to accurately and speedily rent my property (less than 13days avg) and that I would have a dedicated point of contact. Its been two weeks and my property has been sitting here stale and I can never get someone on the phone - they outsource their calls to an operator who keeps telling me the people I need to speak to are not available. Ive called everyday sometimes multiple times and I cant speak to anyone to resolve my issues! My place is not listed for the price I said and the online description is horribly wrong!! It says its a 3bd with an attached garage and its a 2bd w no garage no one will fix this. They also refuse to show my house because there is a paint scuff in the laundry room. Ive asked them to cancel many times and they respond over email with itll take 30 days again, no one will call!!! This is not how you do business!!People need to know how awful it is to work with this company. It feels like they stole my house and I cant make any decisions about it nor can I get the decency of a call to figure out whats going on with it. I should have the ability to decide whether I want a screen on the window or not (they are saying this is required to show the house). This is extremely unethical the way they cut out the home owner and they should not be allowed to operate this wayBusiness Response
Date: 09/03/2022
We are sorry to hear about your experience. Your management team has been notified and they will be reaching out to you directly.Initial Complaint
Date:09/01/2022
Type: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 have not had hot water in our house in 2 months. this company has refused to replace out water heater.. we now have a tremendous amount of mold in the garage making it unsafe for us. the remediation they performed showed also lots of rot. they removed the water heater after the remediation company made them and have not provided us with a new one. there are 6 people in the home. we will also seek legal after this if the problem is not resolved this week. there have been no responses to our emails or phone calls as well. we expect reimbursement of the rent we have been paying (2 months) as well as the reimbursement for all 6 of our residents who have been inconvenienced with their time to seek showers outside of the residence.Business Response
Date: 09/03/2022
We are incredibly sorry to hear about your experience. Our maintenance team has escalated your service request and will be reaching out to you directly.Initial Complaint
Date:08/31/2022
Type: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.
Over a month ago one of my sinks starting leaking. Another one starting leaking shortly after. For over a month I have had to have the water to our bathroom sinks turned off due to the leaks. One of the bathrooms has mold growing underneath the vanity due to the leak. They have sent out countless plumbers to get estimates and have done nothing. They have also mislead me and lied to me about what is going on. Every week I have to deal with multiple plumbers showing up unannounced to look at the issue. I am dealing with the inconvenience of not being able to use ********* I pay for and dealing with mold which has caused me to cough AND having my schedule and peace constantly disrupted by never knowing when someone will show up. I have attached exact details of each time communication with Mynd happened. It is way too long to fit here. I feel hopeless and dehumanized by this horrible company.Business Response
Date: 09/01/2022
We are sorry to hear about your experience. We have shared your feedback with the management team and they have escalated your request.
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