Business Profile

Property Management

Mynd

Headquarters

BBB Accredited Business A+Rated by BBB

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

336 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/09/2022
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.
I leased a residence with a roommate through Mynd Management *************************************. When entering the agreement, we confirmed with Mynd that we would both be able to submit payment separately (with different cards) to total the entire rent. My roommate and I submitted separate payments for rent for the first 11 months of the lease. Due to a domestic situation, I was no longer safe in the residence and moved out in the spring. I notified Mynd of the events, and moved out while still paying rent. I communicated specific issues to Mynd multiple times, including my roommate having additional people/animals living on the property who were not on the lease. I was hung up on multiple times and all of my requests were ignored. On the last month of the lease, Mynd would not let us submit separate payments and instead said the balance had to be paid in full with one account / card. I had already explained to Mynd that I was not comfortable communicating with the other party on the lease, and that we could not submit one payment. I called every day for the entire month of July to try to find a solution for remitting separate payments. I was hung up on by members of the leasing staff over 20 times. I explained multiple times that I was happy to pay on time, as long as they would allow for partial payments as we specifically requested upon entering into the lease. Mynd refused to speak with me, and added significant "late" charges to the account, even though I was reaching out consistently to try to find a resolution. The home we moved into was in horrible condition. The walls had not been repainted, the house had not been cleaned. We documented (through photographs) all of these issues so that they would not financially impact us at the end of our lease (the damage was existing and not due to us living in the property). Mynd withheld **** of our security deposit at the end of our for lease painting, wall damage - all of which were present on the property ahead of our lease.
Business Response
Date: 08/12/2022
We are sorry to hear about your experience and have shared your feedback with the leadership team. The ******** Services Manager will be giving you a call to discuss further.
Customer Answer
Date: 08/15/2022

Complaint: 17695429

I am rejecting this response because: I still have not received a call from the residence services manager or been refunded in full for the issues outlined in detail.

Sincerely,

*************************************
Business Response
Date: 08/19/2022
We are sorry to hear you are still experiencing concerns. This has been shared with our management team with a call requested.
Initial Complaint
Date:08/04/2022
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.
At 4 am on May 2nd, 2022 a leak was coming from the upstairs neighbor's apartment.The neighbor paid to have a water company come out to dry our apartment, they cut large holes, maybe 2'x3', into our ceilings and bathroom walls and pulled up the trim in the surrounding areas.May 19th MYND took over our property and was notified of the recent damages and that repairs were needed. They were responsive at first, and I was told they filed a claim to get our place fixed. 2 companies finally came out in June to assess the damage, then an insurance adjuster came to assess again at the end of June.It has been since July 6th that we last heard anything and all the messages say is they'll notify us if there's an update. I've called 3 times and all three the departments and management is not available but was told notes will be left, I asked that they call me back when they're available and haven't heard from anyone. I try to send a message every week as of July and after multiple messages, as shown in screenshots attached, I'm not getting any responses anymore.Please help us, we enjoy living there but the holes and mess are embarrassing and spooky; they're affecting our everyday life at this point.
Business Response
Date: 08/05/2022
We are sincerely sorry to hear about your experience. We have shared your concern with your team and you will be receiving a call shortly.
Initial Complaint
Date:08/03/2022
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.
The ** unit is not working and with temps in the 100's, not having ** for 3 days is very hard. Plus, our dish washer stopped working 3 months ago and it has yet to be replaced.
Business Response
Date: 08/05/2022
We are sorry to hear about your experience and appreciate your feedback. Your local team has been notified and the service request has been escalated. One of our team members will be reaching out to you.
Initial Complaint
Date:08/02/2022
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 moved into a new apartMent and I cant access my mail. There were zero instructions on how to get my mail. I have a check in my mailbox that I need to buy food with. I have no food. My dog has an ear infection as well. Ive been reaching out to them as an emergency but nobody is helping me. I so hungry and I cant eat until I get into my box.
Business Response
Date: 08/03/2022
We are so very sorry to hear about your experience. We have notified our maintenance team and have expedited your service request.
Initial Complaint
Date:08/02/2022
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.
Request for a refund from Property management after issues with HVAC system lead to extremely high bill during winter and they are only wanting to give partial refunds with no explanation. My signed contract states that they take care of appliances and due to the non-working appliances we should not be responsible for the overages in our bill.
Business Response
Date: 08/03/2022
We are sorry to hear about your experience. The management team has been notified and will be reaching out regarding your request.
Customer Answer
Date: 08/03/2022

Complaint: 17657824

I am rejecting this response because: It has been mentioned time and time again that you will give me a call or send me a message and i hear nothing. Or when you send me a message you just say that the management team will have to get back to me and that takes weeks. Thank you.

Sincerely,

Amberley Cross
Business Response
Date: 08/06/2022
We have escalated your request and assure one of our teammates will be reaching out to you regarding your concerns. We appreciate your feedback and hope that we are able to provide a better positive experience for you in the future.
Customer Answer
Date: 08/15/2022

Complaint: 17657824

I am rejecting this response because: MYND continues to never have the answers for anything, so i get the run around time and time again i have having to continually reach out to even get a response but then they cant answer my full questions
Sincerely,

Amberley Cross
Business Response
Date: 08/23/2022
We are pleased to see one of our team members was able to reach you. We hope that you have more positive experiences with us moving forward.
Initial Complaint
Date:07/28/2022
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.
*********************** paid MYND over $5000 in January to make home ready. In February, MYND indicated turnover work was complete and property was being sent for inspection to put on market. MYND is now coming back asking for an additional appx $4600 up to now appx $5300 on a house they no longer market. My aunt agreed to pay the initial $5000 no one ever told us the **** exceeded that amount or was being split in two parts. The prior tenant stopped paying rent and no money has been collected for many months. MYND hasn't provided any justification of this ridiculous total or who gave them authorization to advance any money beyond the $5000 that was paid in Jan 2022.
Business Response
Date: 08/03/2022
We are sorry to hear about your experience. Our leadership team has been notified and they have expedited the process for you. A team member will be reaching out to discuss the details with you on what you should expect. We appreciate you sharing you feedback with us.
Customer Answer
Date: 08/03/2022

Complaint: 17635961

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 08/11/2022
Please keep this complaint open as I would like to know MYNDs response after their research is complete.

They no longer manage this account and continue to bill for increased amounts. The additional $4000 to $5000 was not authorized and we have no explanation of what fees were for. $5000 was paid in January to make property ready.
Business Response
Date: 08/15/2022
We are sorry to hear about the frustration. The management team has been notified and will be calling ***** directly.
Customer Answer
Date: 08/16/2022

Complaint: 17635961

I am rejecting this response because:

Sincerely,

I still expect written justification for the charges and determination of how fees were assessed without authorization. A simple phone call isn't sufficient. My aunt is elderly and didn't understand why another 4k to 5k is being requested after she already paid 5k in January ***********************
Business Response
Date: 08/16/2022
We understand the frustration. Our team will be reaching out to the owner to discuss directly.
Customer Answer
Date: 08/20/2022

Complaint: 17635961

I am rejecting this response because my aunt still hasn't received a written justification from MYND. Also, I am POA for my elderly aunt so I will be expecting something in writing explaining items in dispute.

Sincerely,

***********************
Business Response
Date: 08/23/2022
Our team members have made attempts to reach out by phone and have been notified to please reach out again.
Customer Answer
Date: 08/25/2022

Complaint: 17635961

I am rejecting this response because MYND appears to be unwilling to send correspondence to my aunt regarding who authorized the additional $5000 and final bill. She's 82 years old and with all the spam calls she asked for correspondence via mail a while ago. I will let her know you tried to reach her

Sincerely,

***********************
Business Response
Date: 09/01/2022
We appreciate the feedback. The team has tried reaching out multiple times and this feedback will be given to the management team as well.
Initial Complaint
Date:07/27/2022
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 failed to resolve numerous safety issues since our move in on 5/16.1. Rotting and unsafe entry walkway front and back: The entry decks to our apartment unit are 70 years old and unsafe. We requested they issue be fixed before move in on 5/2 after we visited the property. They stated the work was approved and then have failed to do any work in over 2 months.2. Dangerous windows that don't seal or lock: 5 of 6 of our windows don't seal or lock correctly. We notified the landlord of this on 5/17 during move in. They sent someone out to get an estimate but never followed up. They state the issue was resolved but nothing has changed Both above issues violate ******** Warranty of Habitability and we have sent 2 demand letters via certified mail. MYND has not responded to these.3. Dirty carpets: upon move in the carpets in this unit were dirty. We filed a request and they said they assigned a company to clean them. No one ever contacted us. Upon reaching out to MYND they deny carpets are dirty and have given us invoices as "proof" of cleaning. We called the company and they confirmed they never completed the work. 4. Plumbing issues: Upon move in, we've had several pluming issues. The company hired a handyman to fix them but they handyman canceled on us. MYND denys there are any issues and says everything has been fixed.Due to these issues, on 5/27 MYND offered us a 1 week concession on rent for the month of June. We have written proof. Since then, they have stated they no longer want to offer concessions and never gave us the discount. They now refuse to honor their offered concessions.
Business Response
Date: 07/30/2022
We are deeply sorry to hear about your experience and value your feedback. We have shared your complaint with our leadership team and have escalated your pending items for you. A team member will be reaching out to directly to discuss further.
Customer Answer
Date: 08/31/2022

Complaint: 17633956

I am rejecting this response because: MYND stated they would have someone reach out to me directly to resolve issues. I never was contacted. Issues still persist, nothing has changed.

Sincerely,

*********************************
Business Response
Date: 09/01/2022
We are sorry to hear about your experience. We have notified our leadership team to ensure someone reaches out to you.
Initial Complaint
Date:07/26/2022
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.
My husband, a disabled veteran, has a service dog to assist him with his disability, and the service dog has been specifically trained to assist him with his disability. We are moving to ********** and saw a suitable house for rent, managed by Mynd, so we applied online. The house address is ********************. During the application process, it asked if we had "pets," and it gives you the ability to distinguish a service animal from an ordinary pet, which my husband did. When I submitted my application portion, I saw his service dog's information was already inputted, so I didn't do anything with that portion. A few hours later, I received a phone call from a representative at Mynd asking me to submit documentation on my husband's service dog's training. Under both federal and ********** law, that is wholly inappropriate. After I confronted her with that information, she said I did not have to provide it, repeatedly referring to his service dog as a "pet." She then asked me to provide my "pet's" training certificate again by logging in to a portal and submitting the documentation. I told her I would let my husband decide if he wanted to do that since it is his service dog, and I ended the conversation.I understand there are people who commit fraud regarding service animals. It infuriates me that it happens, especially since my husband is the one who has to be subjected to this type of behavior as a result. That being said, the law is the law; Mynd gets to ask only two questions regarding my husband's service dog, and they crossed that line.
Business Response
Date: 07/27/2022
We deeply apologize for your experience and value your feedback. Your feedback has been shared with our leadership team and one of our team members will be reaching out to you directly.
Customer Answer
Date: 07/28/2022

Complaint: 17627020

I am rejecting this response because:
They haven't done anything additional; the message only says they will contact me in the future. As an update though, we were approved for the rental after my husband provided the requested information through their portal, and then again after he was repeatedly asked to send it via a different method. According to him, the questions were invasive, and he was asked to provide several documents and answer several questions about his service dog besides the ones permitted under the *** and suggested by the *** guidance. He said he felt he had to provide the information because the repeated questioning for the information suggested to him that he would not be considered for the rental unless he answered their questions. He is also coordinating this move alone since I am entering into military service, and he needed to find a place for us to live relatively quickly within our budget. Since Mynd is a company, and since the other rentals in the area were mostly managed by other companies as well, he was also afraid that other places would behave similarly, so he simply gave in so that he could have a place to live.
My own conversation with *******, one of their representatives, left me feeling similarly. She explained that because of the owner's preferences, she would receive pushback from the owner about my husband's service dog and the additional documentation was going to be used for that purpose. To me, that suggested that the owner would reject the application without the additional information. In an email, after my husband provided the information, she also indicated that it was all the information that was "needed" (as opposed to suggesting it was voluntary). Between that and the multiple phone calls and emails that my husband and I received regarding the documentation, it was evident to me that our application would be negatively impacted for not answering questions regarding my husband's service dog, which in contrary to the current laws surrounding this issue.
The fact that we've been approved for the rental does not resolve the complaint for me, because I feel that not only will the company do the same to other people who have service dogs, but I am also worried that we will continue to face discriminatory behavior during our occupancy of the rental.

Sincerely,

*********************************
Business Response
Date: 08/06/2022
We are happy to hear that you were approved. We abide by Fair Housing laws and treat all of our applicants the same, without any discrimination.
Customer Answer
Date: 08/12/2022

Complaint: 17627020

I am rejecting this response because:
It seems that Mynd does not understand the complaint. This complaint was not about us being accepted for housing. It is about how the treatment of my husband and his service dog is outside of the boundaries prescribed by the *** and HUD. If it helps, I've attached them. The repeated reference to my husband's service dog as a "pet," the repeated requests for documentation, and the repeated questions outside of the ones specified by *** are simply unacceptable.
As an aside, despite the previous response indicating that the management representative would contact me, that never happened. I have not spoken to anyone from Mynd about this complaint. I'm not sure why someone would indicate they would call me if they weren't going to do so.
If Mynd does not want to follow this guidance, I suppose there is nothing I can do about that (other than not utilizing their services anymore, which I won't be). But the law has been clearly established for some time, and Mynd's behavior as it related to my husband's service dog clearly fell outside of that.
Sincerely,

*********************************
Initial Complaint
Date:07/25/2022
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 have been taking my son to ************************* in ************* since November to find the cause of continuously inflamed tonsils. After over $3,000 in medical bills, ENT & Allergist visits, the cause was found to be a major dust mite allergy. I have changed so much about how we live adding air purifiers in most of the rooms, but the culprit is the carpet in my son's bedroom. I contacted Mynd Property Management on 5/27, the day after I scheduled a tonsillectomy surgery for my 10 yr old son. I did not receive a response back until July 11, and then on July 15th I was told to put in a request so that maintenance could be involved in helping to resolve the issue.I was then told by maintenance that I had two options; replace the carpet or PAY to replace the carpeting for hard floors. They told me that I was NOT to remove the carpet, even as it is a cause for concern in my son's health, and is well documented for the last 10 months. I told them this was unacceptable, that I have a note from his allergist explaining the issues. I contacted the owner of my property directly, and the management company had not even told him of the issue. This morning I have had several emails with the management company, again asking if the offer above was accepted, and I told them no. Then they began telling me that I did not reach out about this issue before July 19th (the day I submitted the officerly maintenance request), insinuating that I was lying about that contact with the company, and eventually I was told that the person who had emailed me telling me to make the request was not part in their department so they didn't have those call notes.I have offered to forfeit my security deposit, I have told them I will make sure there is replacement flooring if/when I move out, but still they will not give permission to remove the carpet myself, and without knowing the final "floor goal" will not create a request to remove the carpet.I am a single mother, and I just need help.
Business Response
Date: 07/26/2022
Thank you for your feedback and we are sorry to hear about your experience. We are pleased to hear the team has scheduled it for you and hoping this gets resolved for you soon.
Initial Complaint
Date:07/20/2022
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.
I rented a property from Mynd in *******. On May 26, 2022 there was a shooting in front of the residence. I requested to mutually break my lease due to safety concerns about the shooting in front of the residence. I was told they would get back to me and they apologized for this experience. At this time I decided to put in 30 days notice and never heard back from property management other than to surrender my keys on move out date. 60 days after requesting to break my lease its time for them to return my deposit. They not only keep my deposit but tell me I owe them an additional $1000 for breaking my lease. I disputed with Mynd and they cited that I signed in the lease I was aware of the crime in the area. I am not disputing crime in the area Im disputing a specific incident, a shooting, that occurred in front of their property and that it put my safety at risk. There was no record of previous incidents in front of the home - there were not other incidents during my stay in front of the home. I am not speaking to crime in the area Im speaking to a shooting in front of the home. They made no efforts to try and rent the house back out for over 60 days in efforts to make up for monies lost for this alleged lease break Mynd selectively responds to requests when its beneficial to them. They had no problem telling me to turn over the keys and surrender a home but failed to mentioned they planned to continue to hold me financially responsible for a home I was no longer in possession of. I want my deposit returned and they need to rectify this situation by clearing this balance they claim I owe.
Business Response
Date: 07/22/2022
We are sorry to hear about your experience and appreciate your feedback. The team is looking into your complaint and will be reaching out to you directly on the charges.
Customer Answer
Date: 07/22/2022

Complaint: 17596555

I am rejecting this response because:Mynd always says theyll get back to you and never do. Safety is a joke to this rental company, there was a shooting in front of their property and theyve taken no accountability and theyre always looking into it, while charging people for putting their life and safety first when a property Mynd manages has a shooting in front of it.

Sincerely,

********************************
Business Response
Date: 08/03/2022
We are sorry to hear you are still unhappy. While we do our very best to provide safe and happy homes, unfortunately things may happen in the neighborhood that are outside of our control. It does look like the property manager has reached out and was unable to approve the lease break due to the neighborhood incident. If there is anything we can do to reasonably accommodate you feeling safer in your home please let us know.
Customer Answer
Date: 08/05/2022

Complaint: 17596555

I am rejecting this response because: there was no effort to make me feel any safer - this is a joke. Telling me Im responsible if something happens and saying sorry isnt helpful and doesnt do anything to make anyone feel secure. In fact all it does it let me know Im alone if something happens and that Mynd planned to hold me accountable. Then on top of that there is zero understanding of my concern for my own safety aeb not responding to my request to leave because I was concerned about my safety and then still charging me around $2400 for doing so despite having me surrender the keys to the house. So you continued to charge me for a home I no longer had possession of and made zero effort to rectify the situation by clearing the debt so we could have all moved forward leaving the tenant (me) with a feeling as though you did care and understand why I put my safety first when you did not.

Sincerely,

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

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