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 has 11 locations, listed below.

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  Mynd

  1611 Telegraph Avenue 1200 Oakland, CA 94612-2130

  
• 

  Mynd Property Management

  1575 Delucchi Ln Ste 103 Reno, NV 89502-6580

• 

  Mynd Property Management

  4830 W Kennedy Blvd Ste 600 Tampa, FL 33609

• 

  Empire Industries, LLC

  5225 Katy Fwy Ste 202 Houston, TX 77007-2289

• 

  Mynd

  Mesa, AZ 85215-1148

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:08/30/2022

  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 am renting with mynd. the rented unit includes electricity and water. At the time of nothing they told me that I had to pay it. The microwave broke down and they didn't ************** it. I am using mine. 9 days ago I reported the clogged sink and until today the only thing I received was advice on how to clean it and use vinegar to unclog it.

  

  Business Response

  Date: 09/01/2022

  We are sorry to hear about your experience and appreciate you sharing your feedback. Your management team has escalated your request and will be reaching out to you directly. 

• Initial Complaint

  Date:08/30/2022

  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.

  My girlfriend and I were scheduled to move in to our property, a basement on 7 JULY, 2022. We had already set up utilities and had sent multiple emails confirming we were move in ready. The day of move in Mynd was unresponsive and was late giving us our key and said they had no record of our move in date. We put in work orders the first day of moving in and they took well over a month to complete. We are currently being billed for ALL utilities on our property, except for our own electricity, which is billed to our upstairs neighbor (a separate tenant). We are paying for the upstairs tenants meter for no reason. Our most recent utility bill was $405, and we have been billed for ALL utilities. We have been telling Mynd about this issue for over a week, and they have taken no action. We contacted the **************** who said they cannot do anything until contacted by Mynd, who will not return the cities calls. It says in the lease that all utilities not split on separate meters will be paid for in proportional shares, but that is not happening, we are paying for everything. Additionally, our upstairs tenant does not pay utilities to the city, but it is included in his lease agreement. However as the city told us, we are paying for ALL utilities in full except our own electricity, which the upstairs tenant does pay to the city, so they very well may be charging the upstairs tenant for utilities that are paid by us, effectively stealing our upstairs neighbors money for "utilities." As I said, we have gotten no real correspondence from this company, just automated, "we are aware of the issue" emails. We call nearly daily and get nowhere, they simply say they are working on it. I do not want my credit affected by this companies inability to communicate with its tenants or the city in which the property resides. Also I asked if there was an in person office I could go to, and the man on the phone made it clear he didn't want me there in person, which is very strange.

  

  Business Response

  Date: 09/01/2022

  We are sorry to hear about your experience and thank you for sharing your feedback with us. You management team is working diligently on your concern and will be reaching out to you directly. 

• Initial Complaint

  Date:08/30/2022

  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 am renting a house through Mynd management company and have to direct way of contacting the owner. Our water heater broke. I submitted written repair request on 8/11/2022 to the management. On 8/24/2022 a plumber was finally sent to check the heater. ******* said it needs to be replaced, submitted information to American Home Shield and an estimate for replacement was provided. As of 8/30/2022 we still have no hot water.

  

  Business Response

  Date: 08/31/2022

  We are sorry to hear about your experience. The management team has been notified and your service request has been escalated. A team member will be reaching out to you directly. 

• Initial Complaint

  Date:08/29/2022

  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 put a rental deposit down on 8/15/2022 for the property at ********************************************************************* that was listed on their website. After doing so, I called to confirm with my move in Coordinator, ***************************, about several issues I noticed when touring the house that I would like resolved. These included a window in the back of the house that could be opened from the outside which presented a clear threat to my safety and wellbeing, a bad smell in the home, and trash inside the refrigerator and in the yard. I also reported that I would like the home properly cleaned and that there was loose contrition hardware and screws in one of the rooms. I received verbal confirmation that these concerns had been documented and that they would be resolved by my move in date on 8/22/2022. Fast forward to today (my move in date: 8/29/2022), and these issues are still present. The window that gives access to the home from the outside is a clear violation of the lease agreement, and these house is still filthy and contains trash and hardware. I attempted to call MYND several times to day, only to not receive a proper apology or any assurance of when these issues would be resolved. I eventually decided that this company was incompetent and requested refund for the total amount paid: $2,766.76 for:Security Deposit Paid: 08/15/22: $1,195 Move in Costs Paid: 08/25/22: $1,522.76 Application fee: $49 I have yet to receive confirmation that this refund has processed, and have contacted their payment vendor Paylease who informed me that it is has not been initiated yet. I desire written confirmation that Mynds has processed this refund, including a case number for the payment in Paylease. I also wish to warn and would-be renters from using this unethical, incompetent, and dishonest company who is out to make a buck and take advantage of people in need of housing.

  

  Business Response

  Date: 08/31/2022

  We are sincerely sorry to hear about your experience. We do show the refunds have been initiated and have attached a screen shot so you can have the associated numbers as a reference.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17793023
  
  I am rejecting this response because: This is not a sufficient apology or explanation as to why I was put in this position in the first place. This has completely disrupted my life and the fact that you expect someone to move into unsafe conditions in the first place is unacceptable. I am still waiting on the security deposit to be refunded into my account. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/01/2022

  We appreciate the feedback and have shared it with our leadership team to expedite any issue that *** still be pending. 

• Initial Complaint

  Date:08/23/2022

  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 Property Management has been very unprofessional with renting out one of their properties to me. Within 6 months of a 12 month lease I have had several pest issues. My A/C unit broke in the middle of a summer heat index of 100 degrees, while I am currently pregnant. It took over 3 days to fix this issue, which is deemed a 24hr emergency. Ultimately, I had to find my own vendor to come fix the A/C unit. I have had a faulty hot water heater, in which the company has only offered troubleshooting advice. My A/C unit is now broken again and it has been over 4 days without air. The inside temperature is 85 degrees. I have called numerous times and left several emails stating that I would like to be contacted regarding this critical issue. This property is inhabitable and unsafe, especially considering Im pregnant. I plan to vacate this property prior to the end of my lease, and I wish to have the lease null and void due to a lack of Mynd Property Management not upholding their end of this lease contract.

  

  Business Response

  Date: 08/24/2022

  We are sorry to hear about your frustrations and pleased to see the team was able to get it fixed for you. We hope that you have positive experiences with us moving forward as we value you as a resident and appreciate your feedback. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17755498
  
  I am rejecting this response because:

  Mynd Property Management has not agreed to prorate my rent for September in regards to the full amount of days my A/C unit was not working. My A/C unit went out Friday, 8/19/2022 and had not been fixed until Wednesday, 8/24/22. Within the Mynd Property Management resident portal, a broken A/C unit with an internal temperature that is equivalent or higher than the external temperature of the property is considered a 24hr emergency. I was not able to have the A/C unit repaired for several days. I left several messages and emails, and I also requested to be called back about this ongoing issue. My request was to have the A/C repaired and to have my rent prorated for the 5 days it was not working. Upon speaking with the maintenance manager of Mynd Property Management, *************************, I found my issue to still be unresolved. **** was reluctant in relaying my concern to the leasing manager and recording my requested communication. When explaining my concern, **** became defensive in his reasonings and wanted to close out the service request for the A/C. 
  

  Until it is agreed that I am prorated for the 5 days my A/C unit was not working, I am unsatisfied and displeased with the service of this company, whom I pay rent to every month.

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

• Initial Complaint

  Date:08/22/2022

  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.

  We were two renters since April 2020.We moved out of our property at ************************************************ on July 29 2022 (end of lease date July 31 2022). There were multiple issues with their application and I was not able to complete their virtual move out online. I contacted them via email multiple times and by phone 3 times the week we were to move out seeking clarification and they were so poor at communicating. They left a lockbox on the neighbors house for me to leave my keys in but I had to call and ask. After.moving out they charged me $500 for R&M which repairs and maintainance on the property were not part of our lease and not our responsibility to pay for. We are renters and not owners. They also charges $250 for cleaning which is absurd and $271 to repaint the house and that really isn't our responsibility. Photos shown of the inside of th house how we left it.This company also had previously told me when we had a rodent problem that the tenants had to pay and I had to fight them on my lease. This company takes advantage of tenants and is an absolute disappointment to work with.They took $971 of my deposit and only $250 of it lawfully so. I will be praying legal action against them if they do not fix this.

  

  Business Response

  Date: 08/23/2022

  We are sorry to hear about your experience. The management team has been notified and is researching your account and will be reaching out to you directly. 

• Initial Complaint

  Date:08/16/2022

  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.

  Ceiling opened approx. 2 weeks ago. Last Tuesday, I was sitting on the couch and the ceiling began to leak. I informed Mynd every time the ceiling opening became bigger. The ceiling has now fallen in and the roof is leaking inside the home. There is black mold inside my home. I have contacted the company everyday, but nothing has been resolved. My face has a rash that will not heal, my face is inflamed. I have records of all communication, but not one resolution has been made. I'm living in an environment that is detrimental to my health and safety.

  

  Business Response

  Date: 08/16/2022

  We sincerely apologize for your experience. Our leadership team has been notified and your service request has been expedited. One of our team members will be reaching out to you shortly with an update. 

  

  Business Response

  Date: 09/18/2022

  I am uncertain of the clarification needed. The team expedited the request and has been in contact. We have responded and have done our best to drive this to completion. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17722344
  
  I am rejecting this response because:I have had to continue to live in a mold infested home for a month and a half. The vendor fails to reply to messages. When he does text, hes outside my home without calling so Im usually at work. No expedite has been done. The entire issue was ignored when I informed them of the small opening in the ceiling, not theres a huge hole. The power bill has risen to over $500. I have documents to support EVERYTHING! Not to mention, my skin has been having an allergic reaction the mold in the home. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/22/2022

  We are sorry to hear about your frustration. The team has escalated your request and the vendor has been in communication. We will have a team member give you a call to help troubleshoot the issue and coordinate.

• Initial Complaint

  Date:08/15/2022

  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.

  1) Take Landlord money, but DO NOTHING: I am newly onboarded to Mynd, I was told Mynd team can help make the blinds installation and make the house ready to be rented within 10 days. However, after I handed over the property to Mynd, and with FULL 2 WEEKS, the property manager told me they even did NOT get an estimate of quote of any installation. If I have been followed up with property manager multiple times, however, they did not get carry out a plan, until I personally stepped in and called a local installation provider to take action by myself. 2) ********************** Mynd team listed my property online with tons of mistakes, limited pictures and no estimated move in date. I figured out at the at very beginning, and wrote the letter to them, then property manager told me this will be fixed within 24 hours, then I waited for 2 days, nothing changed. I sent another note, then they made some slightly changes. What's more ridiculous: Mynd listed my property online, records showed multiple potential tenants. However Mynd did not allow potential tenants to tour the house, and did not reach out to potential customers. IF MYND DID NOT ALLOW PEOPLE TO TOUR THE HOUSE, THEN WHY MARKETING PROPERTY ONLINE ?? Take Investor/landlord money, and did nothing to waste customer time, effort and money ? When I signed the contract, the material showed property can be listed out with 15 days, any installation & fix can be done in 10 days, however none of these happened. I tried to communicate with Mynd team, teams are kicking the ***** (onboarding team told me - oh, once onboarded, then that's none of my business), and property manager did not answer the calls, and only reply the message before the end of day. I left message to the central team and want to talk with senior management team, no one cares.

  

  Business Response

  Date: 08/15/2022

  We are sorry to hear about your frustrations. Our leadership team has been notified and will be reaching out to you shortly. 

• Initial Complaint

  Date:08/13/2022

  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 Management has committed fraud, false advertising, and criminal negligence. I rented an apartment advertised on Zillow with 1) a mailbox, 2) AC, and 3) washer/dryer. The apartment had none of these. We still don't have AC after 2+ months of living here. After 6 weeks, we finally get a washer/dryer. After 7 weeks, we finally got access to our mailbox. Mynd didn't have a key to our mailbox, so they illegally changed it without contacting the ***** But before changing out mailbox lock, they changed the lock to a neighbor's mailbox by mistake and gave us their keys and then two weeks later gave our neighbor the new keys to their mailbox and changed the lock of my mailbox and gave me the proper keys. Do you know anyone at **** I can report this federal crime to? I know that not giving a resident access to a mailbox is illegal in CA, what's the best way to report this crime?I told Mynd we were moving in on *** 30 and I paid paid the pro-rated rented for *** and they wouldn't let us move in, so we had to get a hotel room for a night. Mynd failed to complete a pre-move in inspection even though they told us they would. Our fridge broke and our food spoiled and it took them over 3 weeks to get a new fridge. Our hall shower didn't work and it took them over 4 weeks to repair that. Mynd knew that the shower didn't work 4 months prior to us moving in according to an internal document that they sent me. Several times I took off work for repairmen to show up and the repairmen did not show up. Mynd's customer support told me that if there were any issues with the apartment from prior to me moving in that I would have to pay for them after I moved out if they were not fixed. There is black mold under on of the sinks that Mynd just put bleach on and then glued a piece of plywood over the plaster instead of properly replacing the plaster.

  

  Business Response

  Date: 08/15/2022

  We are sorry to hear about your experience. While we are pleased to see that your items have been taken care of we strive to be better. Our leadership team has been notified and will be in contact with you directly. 

• Initial Complaint

  Date:08/11/2022

  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.

  Mynd Property Management has canceled my contract 2.5 months into an annual agreement. Their reasoning for this is my accused inability to communicate and work with the portfolio managers (**). However, their online portal and the policies governing the use of it has multiple errors. I reported these errors with both my **s and their supervisor, *****************************. The reported issues identified are: not receiving the appropriate alerts to my email that my ** has posted new content, message threads being automatically closed without addressing questions I had posted, formatting errors within messages that resulted in losing important content, and not being able to approve of work orders. While I had reported the email alert issue between my ** and I, they were not fixed. My ** refused to provide any contact by phone/text/email alerting me that attention was required when their automated system failed. He then used this issue to threaten me that he would cancel my contract with them if I did not respond within 5 days. My ** had still not answered questions from 2 weeks prior and had not acted on maintenance requests that I needed converted into work orders. The content my ** was demanding me to address was lost inside of a reposting of my own content with a few in-line comments. All formatting of this message was lost, hiding the **s additional content. I even sent a follow-up message asking for clarity on what action items the ** was expecting out of me, that was never answered. Mynd also provided unauthorized entry into my home to perform maintenance that I did not approve. Their portal would not generate the required work order approval function to have repairs done before a tenant moved in. I instructed my ** to schedule this work after I had a chance to get as much done myself as I could. He elected to send a contractor into my home before I attempted repairs without authorization.I need $1220 returned to settle this, the amount of my leasing and mgt fees.

  

  Business Response

  Date: 08/14/2022

  We value your feedback and are sorry to hear you have not had a great experience. Our leadership team has been notified and ************* is looking into your case as well for you. 

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17703152
  
  I am rejecting this response because:no solution has been offered.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/19/2022

  We are sorry to hear you are still experiencing concerns. We have shared this with our management team and have requested a phone call to you. 

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17703152
  
  I am rejecting this response because:no solution has been offered.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/03/2022

  The transfer was processed and completed on 8/31. 

  Customer Answer

  Date: 09/10/2022

   
  Complaint: 17703152
  
  I am rejecting this response because: the proposed settlement is unclear and has not cleared my account. While here the message indicates that the full refund is being offered and has been processed, I am being told separately by ***************************** that $920 is the amount that is being processed for a refund. This is less than the proposed $1220. I am told that my final distribution is being processed on Sept 12. I would like to wait until then to see what settlement is actually being offered before and response is accepted.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/14/2022

  We are sorry to hear about your frustration. The team is working on this for you and will be reaching out to you. 

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17703152
  
  I am rejecting this response because: no settlement funds have been received.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/22/2022

  We are sorry to hear about your experience and will have a team member reach out to you directly.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17703152
  
  I am rejecting this response because: no deposits have been made, nobody has reached out to me, no calls have been scheduled. 
  
  Sincerely,
  
  ***********************