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

  
• 

  Mynd Property Management

  410 S Rampart Blvd STE 390 Las Vegas, NV 89145-5749

• 

  MYND

  421 Fayetteville St Ste 1100 Raleigh, NC 27601

• 

  Mynd Property Management

  1575 Delucchi Ln Ste 103 Reno, NV 89502-6580

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  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:06/16/2024

  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 former resident under Mynd management at address *****************************************. I moved out on May 4th, 2024 and was provided my accounting statement around the end of May. On the statement it says that I was supposed to have gotten my security deposit back via ACH transfer to my bank account as well as this is what it said during the move out process done through the Mynd app. I was told by ************************* that my deposit would be sent to my account in 1-3 business days I would assume from the day they processed my accounting statement on May 30th although it shows in the app that everything was completed around May 24th. I patiently waited and didnt receive anything to my bank account. I reached back out only to be told by ****** that you all didnt do ACH transfers under the new Owner. Im not understanding why that wasnt explained beforehand or why you all had me enter my personal banking information with the expectation that I would receive my money within the timeframe. I again waited two more weeks after being told that it was mailed out on May 31st. Another person from Mynd told me that the check was still in transit via June 7th. I didnt receive any receipt or proof that anything was in transit or mailed out to begin with. Before having to take this to court I just want what it owed back to me. They claim they will reissued the check to a different address I provided but Im not sure how true that is without any proof. I told ****** on 6/12 to have the accounting team reissue and mail my check. I still have yet to hear back from her or them on if it has been sent out again and reissued. Im not even sure if it a guarantee that they actually will send it out being that I have no proof or receipt of that since she told me that yall dont provide tracking numbers but was somehow able to see that the previously mailed check was still stuck in transit.

  

  Business Response

  Date: 07/03/2024

  Hi *******,
  Thank you for sharing your feedback, and we are sorry to hear about your experience. Since receiving your review, we have confirmed with our resident experience team that this issue has been resolved and you have received the check.
  If you have any additional feedback, our team can be contacted at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:06/13/2024

  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.

  Mynd Property management has provided pictures of damage to toilet seat that is not of my home, but wants to charge me for the repairs.Business does not get back with clarification in a timely fashion and seems to be dragging on things.Property manager never calls back on request and asks to schedule a phone call and her calendar is busy with more than a week wait. This is delaying cancellation and we have to pay more in monthly charges.I want to cancel service and get back my keys.

  

  Business Response

  Date: 07/03/2024

  Hi ******,
  Thank you for sharing your feedback, and we are sorry to learn about your experience. We would like to look into your concerns, but unfortunately, we cannot locate your account based on the email or phone number attached to this complaint. Please share with us the contact information associated with your property, and we will contact you directly.
  Mynd Experience Team

• Initial Complaint

  Date:06/10/2024

  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.

  Today, 10 June, I received a letter from Mynd management with a notice to vacate my home. The letter was dated 4 June and listed all of the charges:Rent: $1949 Smart Locks: $10 (which all homes have, we werent given an option for this but are charged monthly to have them)Monthly Admin Fee: $19.49 Late Fee: $194.90 ************** Fee: $100 I understand that rent is due on 1 June but I get paid every other Friday, which landed on 7 June. I paid my rent in full on 5 June, so 4 days late. Mynd Management uses a portal app which is where we pay our rent and put in maintenance requests. This app does not allow us tenants to pay rent early, so we are forced to wait until the first of the month. Its absolutely asinine that I had to pay almost $300 in fees because my rent was 4 days late when they give us no other option. My rent was only 4 days late and I was served a notice that if I didnt pay by 7 June my account would be locked and they would proceed with eviction. Mynd Management should be more flexible in their payment options. They should allow us to pay early or even an installment option. The fact that they jump straight to an eviction notice after just a few days is extremely upsetting.

  

  Business Response

  Date: 07/03/2024

  Hi ********,
  Thank you for sharing your feedback, and we are sorry to hear about your experience. Since receiving your review, we have confirmed with our team that this issue has been resolved. Please know that we have shared your feedback with our resident experience management team to improve our communications.
  If you have any additional feedback, our team can be contacted at ******************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21829834
  
  I am rejecting this response because:

  the business did not say HOW they resolved the problem, they simply said we have confirmed with our team that this issue has been resolved. There was no mention of if they resolved the problem by changing their timelines for charging late fees and starting an eviction process. My assumption is that they viewed the problem as resolved because I had to call their team to make sure that I wasnt getting kicked out of my home since my rent was in fact, paid. 
  There was no offer to reimburse the late fee of $194 or even the $100 that they (Mynd Management) charged me to send me a notice of intent to evict me from my home. There was no acknowledgment for the stress and anxiety that receiving that letter caused. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I rented a house through this agency in *********, **, on April 16, 2024, and moved into the house the next day, April 17, 2024. After inspecting the house, we noticed the ** and electricity were not working on the second floor. Also, one of the kitchen cabinets was loose, and it seemed to have been repaired before, but it was about to rip. We immediately listed all these issues in the move-in report and shared them with Mynd immediately, as stated in our lease agreement, along with the corresponding photos of the damages. We had to talk directly with the owner to fix the ** and the Electrical problem because MYND did not provide any help. And we waited almost a month until the owner decided to fix it. MYND sent someone to repair the cabinet one week after we moved, and the person who "fixed" the cabinet only glued and stacked the pieces back together. The cabinet should have been replaced because it is highly deteriorated. However, we did not complain about it. Almost a month later, MYND is charging us a bill of $400 for the so-called "replaced cabinet", which was not even replaced. Even though we had explained several times that the cabinet was broken when we moved, as we reported on time to them, they insist that cabinet damage was deemed to us as tenants and that we have to pay now to avoid charges. They even dared to delete the failed move-in report that we did from our online account, which is a fraudulent action. However, we are attaching a screenshot from our phone that we sent the report and that they knew about it. They are ignoring our lease agreement clauses and are being abusive, trying to take advantage of us to pay for something that we were not responsible for. We are unwilling to pay for this, and we expect them to reconsider their abusive actions against us and immediately remove the charge from our account to avoid legal actions.

• Initial Complaint

  Date:06/06/2024

  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 ****** has wrongful charged me an NSF fee stating I did not have enough money in my account to cover my June rent payment. I have tried to remedy this situation and have spoken with **** who states that the issues are something which he could not allow me to speak with the accountant department for clarity. I shared with him that I have my bank statement which clearly shows I had enough money and that I had spoken with my bank who would verify this. He refused to acknowledge and told me that I should reach out to *********, who refuses to listen to me.

  Customer Answer

  Date: 06/24/2024

  Knowing that the company has refused to acknowledge or respond to the issue raised by me. I would like to know what are other course of actions for me with my lease not expiring until August 20th? 

  

  Business Response

  Date: 07/03/2024

  Hi *****,
  Thank you for sharing your feedback, and we are sorry to hear about your experience. Since receiving your review, we have confirmed that on 06/06, a payment of $30.66 was received on your account.
  If you have any additional feedback, our team can be contacted at ******************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21813387
  
  I am rejecting this response because: MYND still is not acknowledging that they wrongful charged me an NSF fee when it clearly shows I had money in my account to cover the June rent. 

  I did pay the fee because MYND continued to force that I pay the fee without providing me information as to where the funds were not in my account. I attached a copy of my bank account which shows my account was not negative per MYND. I also informed my bank of the discrepancy which MYND was wrongfully charging me.

  I would like a written statement on their letter head  to clear matter this up.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:06/04/2024

  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 is bad. When we moved into the residence, there was an opening in the fence on the side that allowed entrance for a vehicle. The wooden fence was shoddy. Repair of it was an agreed condition of us moving in. Someone began fixing it, closed the vehicle opening, then stopped before finishing and left part of the fence falling apart. This caused the door-sized entrance in the fence to become blocked. For over a year, the response to the fence was that had to wait to reach out to the owner and they kept asking us to close the maintenance request. They came and half repaired part of the fence but did not put the big entrance back in the fence after we finally started getting *** complaints. The worker could only do so much as material that was approved. He installed a piece of rope to hang over the top so that we could lift the latch to get in and out of it. It's ended up broken and repaired again several times and not flush with the ground, so my small dog keeps getting under it.They keep asking for videos and pictures of the *** resolutions that can't be resolved fully until the fence has been fully repaired, like the fence is 2 different color/material. We have sent them several videos of our yard up to code. As soon as we send one, they need another. Now they want to charge us $150 because they sent someone out who didn't do the maintenance work they are claiming. My wife and brother-in-law (who has a lawn service) had already completed it. Several issues still need to be repaired, including the sliding glass door not locking, the broken dishwasher, and a patch in the ceiling that still peels. Their maintenance person can and took pictures last week. Again, we informed him of all the issues during the visit and have yet to hear anything.Last month we received by email with a 3-day rent late notice, two days late. They didn't provide any documentation they sent it before that and were told by their rep that it essentially it didn't matter.

  

  Business Response

  Date: 06/05/2024

  Hi ****,
  Thank you for sharing this feedback with us. We have escalated your complaint to our maintenance leadership team for your region, and they will be contacting you directly to discuss this charge.
  Our team can also be reached at ******************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21798857
  
  I have not heard from them yet since Mynd's supposed response. Once we receive a response, I will respond accordingly.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/03/2024

  Thank you for sharing your feedback, and we are sorry to hear about your experience. Since receiving your rejection, we have confirmed with our maintenance team that you are disputing the charge from an HOA violation for having trash/debris visible from the street and for mowing an overgrown lawn. Please note that this charge is not related to the fence mentioned in your review.
  If you have any additional feedback, our team can be contacted at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:05/31/2024

  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.

  My lease began on May 30th and it's clear the house has not been properly turned over in preparation for me as a new tenant:- The lawn has not been mowed for quite a while (see pics)- Baseboards are dirty and there's pet hair still present from the previous tenant - The trash can is full in the driveway from either the previous tenant or the lackluster turnover crew - The stove top isn't clean Charging $199 for a move-in fee and $199 for a pet move-in fee is absolutely absurd given the condition the house was left for us in.Refund that $398 and we're good.

  

  Business Response

  Date: 06/05/2024

  Hi *******,
  Thank you for sharing this feedback with us. We have escalated your complaint to our maintenance leadership team for your region, and they will be contacting you directly to discuss these disputed fees.
  Our team can also be reached at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:05/25/2024

  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 05/09/2024 I was approved to rent a property from Mynd I went through Mynds move in checklist including their phone calls with their resident move in experience manager and spoke with their utility transition company to get my utilities set up. Paid the security deposit, paid prorated rent, and signed the lease. We were all set up to move into the property and we were given the move in date on 05/21/2024. The day of move in we I received an email with a code to get the keys and some move in notes. Then I received a notice a right after stating that the owner of the property had decided to install new countertops and that they would be letting us know how this would be resolved, a few minutes go by and my email received a lease termination letter. It had turned out that Mynd had never let the owners of the property know that we were planning on moving in, and turns out the lease was invalid because the owner of the property had sold the house to a family member making the name incorrect on the lease. I tried calling Mynd for more of an explanation and they would never answer the phone. I finally after the 4th time trying got through to someone and got the full explanation. Mynd did refund all the money we paid, but people move from out of state all the time and I couldnt imagine finding out the day a lease is supposed to start that the management company messed up and you were not allowed to move in and I was from out of state. We paid $3000+ in move in fees to be told that our lease was terminated after being approved and being in communication with this company for weeks. I asked for communication with someone higher in the company and have not heard back in 3 days yet.

  

  Business Response

  Date: 06/05/2024

  Hi *****,
  Thank you for sharing this feedback with us. We have escalated your complaint to our resident experience leadership team for your region, and they will be contacting you directly to discuss the refund of these fees.
  Our team can also be reached at ******************************************************.
  Mynd Experience Team
  
  
  

• Initial Complaint

  Date:05/24/2024

  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 have had a leak issue for TWO MONTHS and it has still not been resolved. Two months ago, March 28th 2024 we woke up to water all under our first story floors and along the wall. We put in an emergency maintenance request and they do send out a plumber the next day, cool, but plumber can't find a leak.They then send out a water restoration company but will only approve them setting up dehumidifiers. It takes them 2.5 weeks, April 16 2024 to approve the water resoration company to finally pull up our soaking wet floors. We're displaced from our house for a week while they do this work and get out all the water. After a week April 24 2024 they come remove all the equipment but they have to wait on approval to put the floors back down. My naive self thinks, surely that won't take long. We have no floors in our kitchen and a huge hole in the ceiling, why would they not approve that.. silly me. It is now May 24 2024 since then. MYND is apparently waiting on homeowners insurance but how long are we expected to wait on this, I message them everyday, call, and it's impossible to get a hold of the correct person. ********************* is apparently in charge of our case but we can't get directly a hold of him. We go a week plus with out any sort of update. This week alone I have messaged them everyday and gotten no response We are wanting a rent reduction since we have been dealing with this issue now for 2 months, including being displaced from our home for a week. We should not have to pay a full months rent on a home that isn't fully functioning and still has no floors, frige in the middle of the kitchen and a hole in the ceiling.Paid ***** April 1st and ***** May 1st while dealing with this issue, set to pay ***** on June 1st

  

  Business Response

  Date: 06/05/2024

  Hi ******,
  Thank you for sharing your feedback with us. We are sorry to hear about your experience and the repair delays. Please know that we take your concerns seriously and have shared your review with our maintenance and resident experience leadership teams.
  We have noticed that as of 06/04, you still had questions regarding the concessions and mitigation timeline. A team member will be contacting you directly to discuss this today.
  Thank you,
  Mynd Experience Team

• Initial Complaint

  Date:05/22/2024

  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.

  MYND MANAGEMENT- This property management company is the worst. Since I started using their services for my property to be rented, I already started to have problems. They deducted a lot of money from my account to fix some things in my house when I already have hired people to fix small stuff in my house like the paint, or the closet doors etc. I even had it generally and deep cleaned for the new tenants. I changed my front lock to a smart lock because that's what they required. A week later, they deducted money from my account to get the same things I already got fixed. They even removed the smart lock I placed and replaced it without telling me or without returning my smart lock I have placed, no refunds either. Also, this property management did not make sure all the bills were transferred to the new tenant's names so I was paying for their bills for another 2 months. ************************* was my PM and she never responded to my calls/ emails for weeks regarding these bills. I finally got a hold of their manager but nothing was done. I had to do everything on my own like making calls and following up. After few months of getting my house rented, I decided I want to sell it to an investor so the tenants can stay in my home. My realtor has a good relationship with the tenants and the tenants are very cooperative with letting investors in, of course with my realtor's notice prior. The tenants said as long as they get 2 hours of notice before the showings. We were trying to get access codes from this property manager because that is more professional than the tenants opening the door and sometimes the tenants are not even home. MYND MANAGEMENT has given has one time access that's it. After that, they have given us many reasons not to give us the access codes for showings. Even though we gave them specific days for the codes, they still always have a new reason not to give us any codes. MYND said if I hired them to sell my house it would've been 'smoother'.

  

  Business Response

  Date: 06/05/2024

  Hi *****,
  Thank you for sharing this feedback with us, and we are sorry to hear about your experience. When we received your complaint, we shared it with our property management leadership team. They have since confirmed that your offboarding was due to a misalignment between our services and your expectations, particularly concerning our rent-ready standards to ensure the home is in good condition for the resident and owner access to the property when it is occupied. These guidelines around accessing the property when it is occupied are for our residents' and investors' safety, and notice needed to be provided to the residents.
  Mynd Experience Team