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

  Mesa, AZ 85215-1148

• 

  Mynd Property Management Dallas

  9330 Lyndon B Johnson Fwy STE 900 Dallas, TX 75243-3443

• 

  MYND

  421 Fayetteville St Ste 1100 Raleigh, NC 27601

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:09/25/2024

  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.

  AC unit has been having an issue with a leak since the beginning of September. Property management scheduled a contractor on September 11th to put Freon in unit. The Freon only lasted a few days.On September 19th reported AC not working again and property management requested quote from previous contractor on fixing unit. September 23rd contractor stated property management wanted a second opinion because quote was too high.Asked for a temporary fix at this time,To put Freon until they resolved issue, property management declined temporally fix. We are going on a week with no AC in 100 degree temperatures in *****. All 3 of my children suffer with asthma and allergies and the heat has caused them ****** nose. Property management is not returning call as promised nor trying to resolve the issue immediately. This is now day 7 and they are asking to come out tomorrow leaving my children in the heat again. I have not been able to cook and spending extra money on eating out due to how hot it is in my home.

  

  Business Response

  Date: 10/01/2024

  Hi Sequoia,
  Were sorry to hear about your experience and understand the importance of timely repairs, especially when it comes to heating and cooling. Weve shared your concerns with our maintenance team and confirmed that the repair was completed. They reached out to you on September 27th to confirm this as well.
  If you have any additional questions, feel free to reach out to the maintenance team directly, or you can contact us at *******************************************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:09/20/2024

  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.

  On August 28th I logged into the Mynd property management app to view the status of an appointment scheduled for that day between the hours of 8 am and 12 PM. At the time of logging in I noticed a $200 balance had been applied to my account for a missed appointment on August 26th. There was no appointment scheduled for the 26th, only the 28th. After calling, one of the representatives mentioned to me it looks like a glitch or system error was the cause for the maintenance fee. Mynd normally sends out notifications a day earlier reminding the tenant of the scheduled appointment, notifying us of a potential $145 fee for missing the appointment. Obivously this differs from the $200 fee that was applied to my account. I never received any notification informing me of a scheduled appointment on the 26th. I have called Mynd's help # *********** more than 4 times, and each time I am told I will receive a response within a day, and this has not happened. My questions seem to just hit a dead end. I would hope my complaint prompts Mynd to change the level of service they provide.

  

  Business Response

  Date: 10/18/2024

  Hi Don,
  Were sorry to hear about your experience. We've shared your feedback with our leasing team and confirmed that they have been in contact with you and that the $200 charge has been resolved. If you need any further assistance, please don't hesitate to let us know.
  Mynd Experience Team

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings,In June 2024, we began the process of moving out of our residence, and soliciting the services of MYND property management to handle management of our property for rental to future tenants. Initially "*****" was handling our property who told us that our property management began AFTER the property had been inspected for rental, and after this locks would be changed - this is also when the $500 deposit for repairs, and additional 'finders fee' of half the rental amount would be required. Upon on-boarding and setting up the account the $500 was IMMEDIATELY drafted from my account, and from there a number of additional unsanctioned transactions (monthly management fees, lock change visit fees that weren't carried out, etc) were made all BEFORE an inspection was ever completed nor a key ever provided. We never gave the go-ahead to perform ANYTHING as we were still collecting items from the property to have it inspection ready. I kept in constant contact with the property managers (**** eventually took over for *****) & to date nothing has been resolved - not even my request to off-board the property altogether and a full refunding of the $500 taken from my account. I feel this process has been disorganized, lacked oversight, and the communication has lagged & labored (i've tried to allow time/space for the appropriate approvals to be granted & conversations with their leadership granted, but nothing seems to trend in the direction of resolution.)Additionally, the I as the investor, have no visibility via the dashboard of any money that has been paid to MYND from my account - the dashboard always reports a cash balance of $0 even while there is money in the account.

  

  Business Response

  Date: 10/18/2024

  Hi *****,
  Were sorry to hear about your experience. Weve confirmed that your Property Management Support team has been in contact with you, with the most recent communication on 10/10, and that they are finalizing your offboarding process.
  Mynd Experience Team
  
  

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22313572
  
  I am rejecting this response because there has still been no resolution nor answers to my questions for when I will receive my money back. MYND did ZERO work for my property, had no authorization to begin managing after I've repeatedly told them the property was not ready. This matter still has not been resolved & clear, transparent communication is constantly avoided.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/20/2024

  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.

  they rented me a house w militance issues so bad they are effecting my health and well being i have been dealing with mold issues leaking roofs plumbing issues, the past 5 months the rent was posted at a discounted rate my assumption was that the company was discounting rent because of all the damages. they said it was actually an error on their end and that we owe them $3,500 in back payments. so not only do they want to rent me a property that has hazardous living conditions but they expect me to pay fully even though they are not fully honoring their end of the deal (providing livable housing) some rooms are un-uninhabitable due to mold issues. it was not disclosed during the rental process that it had prior damage and when actually questioned it during the first walkthrough i was assured nothing was wrong. that was not the case I quickly figured this out with the first dispatch of their first maintenance man as is first response to the plumbing issue was 'ohh i know whats going on here and i already notified them about the plumbing issue as he worked on the house prior to our rental and he was surprised they didnt fix it' he said best he can do was snake the drain but its not going to get better unless they replace the drainage pipe. while snaking it he found someone else's chewed up drain snake in the drain indicating that not only had he been there prior but another plumber was their before him and left part of their snake behind. mynd knows about all the issues as they send multipole vendors out here and get multiple reports back, though the issues never get fully resolved. my roof was leaking in my room damaging my bed it was also leaking in the garage and kitchen although the holes were eventually patched the roofer mentioned something about possible mold and anytime i brought it up it was never talked about and they just marked the job as complete

  

  Business Response

  Date: 10/18/2024

  Hi ******,
  Were sorry to hear about your experience. We can see that your Resident Experience Manager and Maintenance Support team members have been in contact with you, with the most recent conversation on 10/15. If you need any further assistance, our team is available at *******************************************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 10/18/2024

  no this does not suffice me or my complaint just because yes I am in contact with the property owner doesnt mean the issues are resolved as you can see by the image I posted its been months that I have been dealing with these issue and thats not even the first time I reported it. your company is incompetent and is a scam. Yal just happend to try to scam the wrong one . According to Florida law your supposed to address these issues in a timely matter does 5 months seem timely? I still have mold in my house but you guys already knew that as I have proof. The fact youre willing to play games with me says a lot. Ima keep reporting you guys and Im keep applying pressure. Cause companys that practice shady business like yours shouldnt be allowed to operate. I told you guys I was a reasonable person but you didnt want to reason with me. for months I have been dealing with healthy issues due to your lies and incompetence and it not go unnoticed anymore
  Complaint: 22313359
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/18/2024

  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 my renters for a year and an half. It's awful, maintenance request go ignored for weeks even months. They charge for HOA fees and will say that issue hasnt been solved and keep charging. They are impersonal, deceptive, and just downright shady. They aren't the only company like this either.All the rental properties in ************ have been bought up by these types of businesses. Most of them are out of state so I'm sending my rent to other communities, how does that help my local economy at all? I've also emailed the mayor of Indianapolis. It's not like we the renter have the option to boycott here. They own all the rentals. We need official intervention.

  

  Business Response

  Date: 10/01/2024

  Hi ******,
  Were sorry to hear about your experience and appreciate your feedback. We have confirmed that youve been in communication with your Resident Experience Manager, with your last conversation taking place yesterday. Additionally, we have not found any open service repairs on your account, with the last repair request submitted on June 10th, 2024.
  If this information is incorrect, please let us know, and we will promptly work to confirm the status of any open repairs.
  Mynd Experience Team

• Initial Complaint

  Date:09/15/2024

  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 ********* J. ******* rented a home from Mynd Management @ ********************************************. At the time of my departure on 07/31/2024, I was due my full deposit back of $1745.00. To date as of 09/04/2024 I have not received my deposit. I have reached out relentlessly and have gotten the run around from BOTH companies. Both pointing the finger at one another. Mynd said that Invitation Homes owes me my deposit as they took over management of the home @ ******************************************** on 08/14/2024, however Invitation Homes says that Mynd owes me my deposit since I moved out on 07/31/2024 and was still under Mynd Management at that time and was before Invitation Homes took over management of the property on 08/14/2024. I was never notified of this until I called checking as to why I hadnt received my monies and any itemized deductions. To date I still havent received anything not one notice or communication from either company except pointing the finger at one another which I have made several attempts to collect my deposit.Either way to date I HAVE NOT received my deposit of $1745.00 in full that is owed to me prior to the 30 days being up. Again I moved out on 07/31/2024 without penalty and the money was to be paid to be as of 08/31/2024 and HAS ****** law I am owed 3 times the deposit monies a $100 incidental fee plus attorney fees if applicable:If the landlord has broken the law (according to the court) in not returning the deposit or giving you an itemized list of deductions within thirty days of moving out, the law may allow you to collect $100, three times the amount of the security deposit wrongly withheld, court costs, and attorney's fees.I am requesting:Initial Deposit: $1745.00 X 3 3 times my deposit: $5,235.00 Incidental fee: $100.00 Total: $5,335.00

  

  Business Response

  Date: 10/01/2024

  Hi Charmaine,
  We’re sorry to hear about your experience and appreciate your feedback. On September 17, 2024, your new property manager confirmed that they will be finalizing the security deposit reconciliation directly with you.
  Mynd Experience Team

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22288248
  
  
  
  I am rejecting this response because

  Mynd continues to tell me that they will get my security deposit for me yet has failed to collect all of monies I will definitely be filing an FTC complaint as I am owed 3 times the deposit for failure to get me my original deposit within 30 days 
  
  
  
  Sincerely,
  
  
  
  Charmaine Jackson

  Customer Answer

  Date: 10/17/2024

  Mynd withheld my deposit for over 30+ days almost 60 days and that is against the law and I’m wanting to receive my full compensation as required by law

• Initial Complaint

  Date:09/10/2024

  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.

  I contracted with Mynd July 2022 to manage my 4plex. It is not time to part ways as their services were not as expected. One of the unit's tenant broke his lease and left early . I was told he will be responsible to pay rent till the unit is rented. He left Mid June and Mynd completed their move out inspection and emailed it June 17th 2024. Unit was rerented July 30th so tenant was only responsible to pay July rent. I was informed by the property manager assigned tot me in the last 2 years this can only be collected at the end other month. No actions were taken to collect money and now they are not going to as I requested to terminate their services. They required 30 days notice which was given to them Aug 19th, which actions should have been taken by then to collect the money. Today Sept 10th was told "we will not be managing the property long enough to meet their requirements" I asked to take to a supervisor few times before to be told "There is nobody else to address this with. I am your designated Property Manager" (Nov 23).I want to talk to someone lese and for them to collected that one month rent owned to me they should have collected already.

  

  Business Response

  Date: 09/20/2024

  Hi Peer,
  We are sorry to hear about your experience and have shared your complaint with our property management leadership team. They have confirmed that the regional manager has been in contact with you and provided answers to your concerns on September 17th.
  Mynd Experience Team

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22265969
  
  I am rejecting this response because:

   The "Manger" confirmed that Mynd was in the wrong and that notice was not sent to the tenant in time (can see the manager statement in the attached screen shot. They are still not going to reimburse me or actually collect the money claiming the contract ended . This was suppose to be collected weeks ago while still in contract. I am short $1675 because of Mynd's mistake . They are waiting on approval to credit me $119 for the management fee for that month (even though they should not have charged it to begin with ). I expect them to either pay me that amount or collect it form the previous tenant.  
  
  Sincerely,
  
  Peer Shmelzer

• Initial Complaint

  Date:09/07/2024

  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.

  My parents have been renting from Mynd for a few years and have had a terrible time getting repairs including emergency repairs. The company has a line for emergencies and will advise that they will send out a company for assistance however they do not. We have to continually contact them expressing the urgency of the matter. They will ask for pictures, they ask for a report and in some occasions will advise that they are getting quotes for companies to do service calls. My parents are elderly and one has mobility issues. We are currently waiting for assistance on repairs for a broken water pipe and its been over 17 hrs with no assistance. Weve had this issue before last year or year prior and the home flooded while we sat and waited for assistance. We had a toilet issue (only toilet) that took them 2 weeks for them to only take pictures and I had to try and fix it myself. The ** unit broke 4 years ago and it took them 3 weeks to repair with no assistance because they had to get the owner to approve new unit purchase. I purchased portable ** unit due to extreme heat and they offered a hotel stay after I informed them my parents were experiencing heat related symptoms. The fence fell over and the company asked us to go ask the neighbors for their information to get them to pay for it when we refused they advised there was nothing that they could do even though they owned that property as well. I reached out to them months later because the neighbors dog kept pushing the fence in an aggressive manner that made us feel unsafe then they agreed to repair. My parents are elderly and retired always pay their rent on time and all inspections are passed this is no way to treat any customers much less elderly with mobility issues.

  

  Business Response

  Date: 09/23/2024

  Hi *********,
  We are sorry to receive this complaint and hope to connect with you or your parents as soon as possible to confirm the status of their repairs. Unfortunately, we cannot locate their account based on the information provided in this complaint. Could you please email us at ****************************************************** with the contact information associated with their lease. Once we have received this information, we will look into their account and reach out directly.
  Mynd Experience Team

• Initial Complaint

  Date:08/29/2024

  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 in a very critical situation because of Mynd . I have no one to reach out. You are the only hope please help me out. I gave my ******************************* to MYND for property management but unfortunately they gave be stress and high repair bills for 1 yr old property.After so much stress with property manager and lack of performance I decided to terminate contract as they did not do any showing to any tenant from past 1.5 months I wasted time and money . Now they are not releasing house key and nor they are going to market my property they just want to waste my another 30 days and then give which is not fair . They did not provided any service to me nor getting any benefit if they hold my house keys for another 30 days .

  

  Business Response

  Date: 09/20/2024

  Hi *****,
  We are very sorry to hear about your experience and for the miscommunication regarding the off-boarding of your property. We have confirmed that, since filing this complaint on August 28th, your property management support team has been in contact with you to address the questions you raised.
  Mynd Experience Team

• Initial Complaint

  Date:08/28/2024

  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 a tenant managed by Mynd Property Management. Mynd has demonstrated gross negligence by failing to address numerous severe issues that have made my home uninhabitable and unsafe. Despite countless maintenance requests, phone calls, and pleas for help, Mynd Property Management has ignored every attempt to resolve these critical problems.The air conditioning unit has been broken for over three months, resulting in unbearable living conditions and a $600 utility bill due to the unit's inefficiency. Multiple requests for repair have gone unanswered. They finally fixed it this week after 3 months.The house has extensive mold growth, posing severe health risks. Mynd Property Management has been notified of the mold issue repeatedly but has taken no action to remediate it.The roof is on the verge of caving in, and there are multiple holes in the walls. These structural issues make the property unsafe and vulnerable to further damage. Mynd has been informed of these dangers but has not initiated any repairs.The property is infested with mice, creating unsanitary living conditions and potential health hazards. Despite reporting the infestation to Mynd Property Management, no pest control measures have been taken.The fence around the property is falling apart, compromising security and safety. This issue has been reported, but no repairs have been ************* Failed City Inspection:Public records reveal that this property failed a city inspection, yet Mynd Property Management still leased it out to us. This shows a blatant disregard for tenant safety and legal requirements, further highlighting their unethical practices.Despite numerous phone calls and maintenance requests, often made in desperation and distress, Mynd Property Management has consistently failed to respond. My pleas for help have been met with silence, making me feel neglected and trapped in these hazardous conditions. We have begged to be released from our lease and we our met with mockery.

  

  Business Response

  Date: 09/18/2024

  Hi *******,
  We are sorry to hear about your complaint. We have confirmed that you spoke with ******, our Senior Resident Experience Manager, at the end of last month and that the requested credit has been finalized. As ****** mentioned, if you have any further concerns or need assistance moving forward, you can contact her directly.
  Mynd Experience Team