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:08/23/2024

  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.

  I rented for 2 years from Mynd, upon departure there walk through found items that were simply non existent. They cleaned pet odors in the garage when I never had a pet nor did a pet ever step foot in the garage. I was told they need to remove the curtain rods and repair the holes, the rods were there before I moved in. I was charged a cleaning fee of 450 dollars after I paid a cleaning company before leaving the rental. If feels like this is a fraudulent way for Mynd to make additional money by ****** and diming items found. They charged me almost 1600 dollars. Their customer support is non existent and you are forced to communicate with a useless bot.

  

  Business Response

  Date: 08/26/2024

  Hi *******,
  We are sorry to hear about your experience and your concerns regarding the security deposit reconciliation. We have shared this complaint with our Resident Experience Management team, who confirmed that they are in contact with you about the security deposit dispute process and will be reaching out to you this week.
  Thank you,
  Mynd Experience Team

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22187877
  
  I am rejecting this response because after the review I am still being charged $450 cleaning fee after already paying $375 in cleaning. This is clearly a way to make money as it did not take $450 to clean what was left cleaned.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/22/2024

  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 writing to formally lodge a complaint against Mynd Management regarding their inadequate handling of a broken air conditioning unit in my rental property promptly. I reported the malfunctioning air conditioning unit to Mynd Management but despite repeated follow-ups they failed to act promptly in an emergent situation.The AC unit was non-operational for nine days, which is unacceptable given the urgency of the situation. Living in the rental property with a non-functional AC unit while temperatures soared over 100 degrees was both physically and mentally exhausting. This situation made the living conditions unbearable. I was assured on multiple occasions that the issue would be addressed promptly; however, these assurances were not translated into actual repairs.The lack of timely action was exacerbated by poor communication from Mynd Management. I experienced significant delays, with the management company dragging their feet and failing to keep me informed about the status of the repair. Additionally, scheduled appointments with vendors were missed or ignored without any accountability causing further frustration.I am extremely dissatisfied with the response time, lack of communication, and overall handling of this matter by Mynd Management. As a tenant, I am entitled to a habitable living environment, which has been severely compromised due to the broken AC unit and the management company's failure to act promptly. I hope this complaint will prompt Mynd Management Company Name to take the necessary actions to resolve this issue swiftly.

  

  Business Response

  Date: 08/26/2024

  Hi ******,
  We are sorry to hear about your experience and your concerns regarding the A/C repair. We have shared this complaint with our Maintenance Management team, who confirmed that they will be contacting you directly to discuss your feedback further.
  Thank you,
  Mynd Experience Team

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22181999
  

  I appreciate the acknowledgment of the problem; however, I am rejecting this response because I remain deeply concerned about the persistent lack of communication and follow-through. Unfortunately, my previous experiences have left me doubtful that the Mynd management team will reach out to me to resolve these issues. There has been no clear communication or accountability throughout this process, which only adds to my frustration and uncertainty. How will I know that I will be contacted moving forward? What measures are being put in place to ensure that this time, there will be accountability for communication?

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

• Initial Complaint

  Date:08/19/2024

  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 Management has been exceptionally slow to respond on issues. They refuse to take rent payment, have, on multiple occasions charged illegal late fees, and because of non-communication from May thru July 20, have put me in a financial bind. They are hard nosed and do not work at all with tenants. I offered to mail my base rent and was told it would not only be rejected, but mailed back. I have made numerous good faith attempts to pay what I legitimately owe, but have been stopped, and handcuffed by their stringent, unbending and unforgiving corporate policy. I ****** faced with eviction because Mynd is exceptionally legalistic and will not do anything to work with it's tenants. I believe this to be retaliatory from the last complaint I filed, and the results that came from that complaint.

  

  Business Response

  Date: 10/01/2024

  Hi *******,
  We have shared your complaint with our Resident Experience team, and they have confirmed that you have vacated the property. Any eviction filings are carefully reviewed by legal counsel and handled in accordance with local court regulations. Mynd Experience Team

• Initial Complaint

  Date:08/18/2024

  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.

  On 5/17/2024 the *** sent us a letter stating that the rust on the front of the building was a violation and we had to clean it. I immediately sent it to Mynd Management (Ms. ***** *****), who we hired to manage the property. They acknowledge it and charged me $300 to resolve the issue.On 6/20/2024, I receive anothe letter from the *** stating that the problem was not resolved, since Mynd's contractor paint the section where the rust was with a different color (email and pictures attached). I sent it to Mynd asking them to redo the job.I can only assume that because the tenant was leaving on 7/1/2024 and Mynd would no longer manage the property, they did not redo the job. I followed up a few times and Mynd said their vendor agreed in a partial refund ($150).I end up hiring a more qualified provider who charged me $275 to do the ****** order to settle the situation, I said I would accept the partial refund ($150), but it has been over a month and I have not received *********** my last communication with Mynd on 8/12, they said that they are still trying to collect from their *********** is the problem: I hired Mynd to fix the problem and I paid Mynd. Therefore, they should be paying me back independently if their subcontractors pay them back or not. They did not resolve the issue, and I had to hire someone else, spending my time to do something they should have done. Therefore, I am filing this complain against Mynd expecting to be reimbursed for the work that was charged but not executed as it should.

  

  Business Response

  Date: 09/20/2024

  We are very sorry to hear about your experience and for the miscommunication regarding this refund. We have confirmed that, since filing this complaint on August 18th, your property management support team has been in contact with you. If you need any further assistance or have additional questions, please reach out to our team directly at ******************************************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22161598
  
  I am rejecting this response because:
  

  I have been in contact with the Property Manager in ******* since the incident. In June I told the manager the maintenance problem, to which I paid $300 to get resolved, was not resolved. We are almost in October and I still have not received any refund. Although I paid Mynd, the property manager says it is not their responsibility to refund me. It is responsibility of the subcontractor they used and if their subcontractor does not want to issue a refund, they will not pay me. 

  My contract was with Mynd, so, legally speaking, it is Mynd's responsibility and not the responsiblity of the contractor to pay me. Mynd should be reimbursing me for the money they charged me and the work they did not execute. 

  The Property Manager in ******* is not resolving the problem at all. She is just denying any responsiblity and avoid paying what is owned to me.

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

• Initial Complaint

  Date:08/15/2024

  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.

  This management company sends unprofessional contractors out who show up with no credentials and do not communicate effectively about what I should expect for repairs. I've had contractors show up smoking in my house, who flooded my floors and broke a pipe, and who yell at me when I tell them I do not want to work with them.When I try to call the leasing manager, they will not call me back, when they suggest I make an apt with someone on the calendar, the link is invalid and they do not respond to my email asking for help. They sent out an inspector of the property with zero credentials and I was told some issues would be reported so that it could be resolved, but no one contacted me, I had to initiate ******** has been a complete nightmare trying to deal with this company and the awful maintenance they send to the home. There is damage to the floor and wall due to inadequate work, and now I'm anxious about having any one else come to my home to repair anything.

  

  Business Response

  Date: 09/18/2024

  Hi ******,
  We are sorry to hear about your complaint and take the concerns you raised seriously. We will be looking into the matter to better understand what happened and make any necessary improvements. Since your home is no longer managed by Mynd, effective 09/15/2024, all correspondence and inquiries should be directed to your new point of contact.
  Mynd Experience Team

• Initial Complaint

  Date:08/08/2024

  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 is attempting to collect from myself and my prior roommates money they are not entitled to and cannot prove that they are due.After moving out of the rental we cleaned it top to bottom. We even patched up the holes in the walls. We did resign to them that the carpet cleaning did not get completed and agreed, although the amount they indicated was absurd, to take the carpet cleaning out of the deposit. The main cost that they attempted to collect that led to a value that the deposit would not cover was cost to paint the entire house.This issue with this is there is no Arizona statute or regulation that makes them entitled to this unless the put it in their lease agreement and they did not. Their claim was that the paint in the entire house must match. Well if you had desired that 1 of two things they should have done. Provide touch up paint, They did not, or take a sample and get touch up paint to match. BTW- there were only two bedrooms that needed this touch up paint. The also attempted to claim a charge of $550 to clean an empty and already clean house. We asked them to provide an invoice that to support this charge. No invoice received to date.We even followed the recommended dispute process outlined in AZ statute: ******* and followed up our dispute in writing via certified mail within the 60 days and received no response back from the company.I will also be providing reviews on all sites that they advertise their rentals warning people that their policy is to make every attempt to keep your deposit regardless of the condition you leave it in and find ways to collect more well over. I will also have no problem sharing pictures and proof of my experience in support.

  

  Business Response

  Date: 08/26/2024

  Hi *******,
  We are sorry to hear about your experience and your concerns regarding the security deposit reconciliation. We have shared this complaint with our Resident Experience Management team, who are reviewing your account. We will follow up with a response within the next 24 hours.
  Thank you,
  Mynd Experience Team

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22114251
  
  I am rejecting this response because:
  I will be awaiting a specific response to my complaint.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2024

  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.

  This company has been harassing me about rent that has been paid every month I have evictions on door also so not have a lease with Mynd property I should have been told before I signed a lease with sylvan that Mynd was taking over the property this has been a nightmare renting from this company I just want them to give me my deposit back and end this less a lot of stress depression wondering if someone from the company is stealing money etc

  

  Business Response

  Date: 08/26/2024

  We're sorry to hear about your experience. When we received your review, we shared it with our Resident Experience Management team. They have since confirmed that they contacted you on August 8th and provided the information you requested regarding your lease. They have also confirmed that the late fees for July were removed from your account.
  ******************** Experience Team

• Initial Complaint

  Date:08/03/2024

  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.

  Entered into a lease agreement to reside in a property in ********, **. Mynd Management is the property manager for said property. Mynd Management alerted me to the fact that the air conditioner was broken/inoperable on 7/24/2024. Move in was scheduled for 7/25/2024. The initial repair to the air conditioner did not occur until 7/26/2024, however, the repair was not fully successful. There are two air conditioning units, one of which is repaired, but the second one is inoperable. This is the Phoenix metro area, during the height of summer, and temperatures swell into the 110's easily during the day. Inside the home approaches 100 degrees downstairs every day. I've called Mynd Management no less than 5 times and written them multiple times as well. There has been zero follow through or urgency on their part to repair the air conditioner. Mynd Management said they received a quote for repairs, but it is now up to the home owner and there has not been a resolution or any further communication.I cannot void the lease, unfortunately. If something happens medically, I will seek legal options at this point.I do not recommend Mynd Management. They do not follow through. They do not communicate adequately. They simply do not seem to care.

  

  Business Response

  Date: 08/13/2024

  Hi *******, we are sorry to hear about your experience and want to assure you that we take your concerns seriously. We have reviewed your account and see that you have an open repair request. We have asked the regional maintenance manager to contact you tomorrow.
  The Mynd Experience Team

• Initial Complaint

  Date:07/31/2024

  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.

  This property management does not resolve my issues. Impossible to speak to management and when I have asked for an adjustment on my rent due to expenses that are the property owner's responsibility they refuse to make the adjustment and they refuse to contact the property owner. I have incurred several expenses in the two months I have been in this home. I've make several attempts to speak with the person that is in 'charge' of my account and she never returns my call. I have also requested to speak with her manager and I have yet to receive a call from her either. I have been on hold multiple times (several for over two hours) and still cannot get a hold of anyone that is more than just a representative that takes incoming calls. I have sent emails and messages via their app and neither way has my message received a response. It took them five days to fix my AC when it was 110+ degrees outside. I purchased a portable AC unit in the meantime (which they had advised me to do) and then they refused to pay the entire amount of what I paid for it out of pocket. The app does not allow you to pay any more or less than what they set it as so it made it impossible for me to pay the adjusted amount. My vehicle was towed because they failed to communicate to me that the road where I park was going to get a sealant. I incurred charges from the towing company, had to miss hours from work and find a way to get my vehicle out of the pound. *** told me property management is responsible for fees since they were notified. MYND refuses to credit me the amount I paid. Last week I had water pour down from a vent above my bed when it rained. As of today, I am still waiting for a response to get this issue looked at.

  

  Business Response

  Date: 08/26/2024

  We're sorry to hear about your experience and the communication issues you've encountered. We have shared your complaint with our Resident Experience Management team, and they are reviewing your account. You can expect to be contacted within the next 24 hours.
  Thank you,
  Mynd Experience Team

• Initial Complaint

  Date:07/30/2024

  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.

  We were previous tenants of a Mynd property for 3 years and moved out on June 18, 2024. In preparation for move out we were instructed to have the home and carpet cleaned to avoid incurring any additional charges on move out, which we did. After moving out, we received a Statement of Deposit Account, showing we were being billed for the carpet cleaning, home cleaning, replacement of bulbs, smoke detectors, base boards, broken screen and broken blind. We provided the receipts for the carpet cleaning and home cleaning, and explained that the missing base boards was from when the **** unit had a leak and they sent out a maintenance man to repair. He removed the baseboard and never repaired it. We also explained that the wooden blind was broken upon move in which we told them. They removed the charges for the carpet cleaning and is still partially charging us $225 for the home cleaning but not telling us what wasn't clean. They are also refusing to remove the charge of $20.15 for the base board that was removed by their maintenance man and the $149.99 for the blinds and $45 for the window screen that were both broken at move in.If we could please have these charges reversed, as we should not be held responsible for the cleaning as we did as was instructed and items that were in need of repair when we moved in or completely repaired by them.

  

  Business Response

  Date: 08/26/2024

  Hi ****,
  We are sorry to hear about your experience and your concerns regarding the security deposit reconciliation. We have shared this complaint with our Resident Experience Management team, who confirmed that a revised security deposit statement was sent to you on August 14th via email and mail.
  Thank you,
  Mynd Experience Team

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22068275
  
  I am rejecting this response because: although Mynd did reduce the cleaning charge, they are still charging us a cleaning fee and for items that we noted on our check in list with pictures and documentation were damaged upon move in. In addition, the ** unit was leaking while we were living there and we reached out to Mynd. Mynd sent out a repair man and they removed the base boards to dry out the water damage. Mynd is charging us for the base board being removed when their maintenance man removed it. When we moved in the home was not clean to hotel standards as there were layers of dust on the lighting fixtures on the ceiling fans and old decorative children's bathtub decals in the bathroom still applied. Please see pictures on move in checklist. We had the home professionally cleaned upon move out and we are being charged as they are stating the home was not left to hotel standards yet we had it cleaned and returned in better condition than we received. Lastly we noted the screen and the blinds were broken in the bedroom and if you notice on the picture on the move in checklist you can see the broken screen and the blind in the windowsill. Yet, we are being charged for these items. The subtotal for these items is $327.64 that we have yet to be refunded. Please review the attached documents and please assist us with the reimbursement of these charges. 
  
  Sincerely,
  
  *******************