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

  1575 Delucchi Ln Ste 103 Reno, NV 89502-6580

• 

  Mynd Property Management

  4830 W Kennedy Blvd Ste 600 Tampa, FL 33609

• 

  Empire Industries, LLC

  5225 Katy Fwy Ste 202 Houston, TX 77007-2289

• 

  Mynd

  Mesa, AZ 85215-1148

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2024

  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.

  We moved into our property in 2022 to find the grass and landscaping unkept, trash in the yard, a for rent sign still up, blue painters tape on the walls over damaged areas, dirty, marks all over the walls, and multiple massive wasps nest under the awnings. Mynd was also charging us $13 a month for basically our entire lease for a renters policy which I had and gave them proof of multiple times. They ignored my request for the fee to be refunded every single time for a mistake on their end. We notified Mynd of our move-out date with more than 30 days notice (After renting almost 2 years). Cut the grass the week of our move out and had professional cleaners come. The property was listed on Zillow and removed a week after we moved out and was not relisted until almost a month later. Mynd has now decided to charge us with a laundry list of fees for damages that were not present upon our departure. They are charging to paid and patch, to change a light bulb, cleaning, and for lawn mowing/landscaping. I spoke to our neighbor who works from home and said the house sat vacant until the last 2 weeks. The home is in a warm climate that rains a lot, the grass needs mowed weekly which is in the lease. Why are we being charged because you let the property sit vacant? We are also being charged rent for this month when there was no effort taken to get renters in per **************, a reasonable attempt must be made. Considering the way the property was when we moved in, I believe they do this to every tenant, charge them frivolous fees, pocket it, and let the next tenant move-in to a place that looks terrible, and do the entire process again. We left the house in the same condition we received it in, we were told by Mynd we could hang pictures since there were already holes present. We have all the pictures and documentation from move-in and move-out regarding the state of the property and will be contacting our real estate attorney for all of our money and punitive damages.

  

  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 disputed charges.
  Our team can also be reached at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:05/20/2024

  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.

  I moved into ************************************************************************, 10/5/23, and have had nothing but problems with Mynd Property Mgmt. The house was dirty, eg: toilets, shower/tub, moldy food in the fridge, no garage door openers and Mynd telling me to purchase my own. I started finding things that needed repairs. The front security door had a huge gap at the bottom of the door. From 10/25- 12/15 & 5 appts later, it actually got fixed. The sprinklers in the back yard didn't work so I put in a request for repair. From 10/25-12/8 & 3 appts, they still do not work. The back sliding screen door didn't close properly. It took 2 appts to get it fixed. The refrigerator was missing a side door drawer and needed a new water filter. From 11/15-12/14, 5 messages, 1 cancelled appt.(by Mynd), 1 visit in which they had the wrong filter but did have the drawer. They had the correct filter shipped directly to me. The water softener appeared to have had a leak at some point (which I was told that there wasn't even a water softener at all). From 2/2/24-5/2/24, after 4 appts, a vendor no-show(I called the main office to make a complaint and was told that me calling was not "IDEAL"), ignored messages I sent, I then get told that a repair is not even an option and they are just going to remove it. Even though the last plumber said that there was nothing wrong with it. I was overcharged several times for ******'s Ins. which I have through my own Ins. and Mynd tried to say that it showed it being cancelled on their end. I also had an accident on 10/5/23 in which I hit the garage door with my truck. My insurance *** covered it but Mynd tried to charge me personally 3 months later. Add up all of the days of correspondence and missed work. That's A LOT of lost pay for me which I feel I deserve compensation for. I sent a certified letter asking to be let out of my lease without penalty. Mynd rec'd on 5/4/24. They deleted conversations on the portal but have not responded to me.

  

  Business Response

  Date: 05/29/2024

  Hi *******,
  Thank you for sharing your feedback. When receiving your complaint, we shared it with our maintenance and resident experience management teams. They have provided the following updates:
   - They apologize for the issues and frustration you experienced and have discussed necessary improvements with their teams.
  - Despite the frustration, they confirmed that the issues raised do not support early termination under the terms of the landlord or resident lease.
  - Additionally, they have informed us that the water softener repair was canceled because the vendor was unable to confirm scheduling with you and had not received imagery of the fridge water supply to properly diagnose the issues.
  If there are any remaining concerns or if you need further support, the team is available and ready to discuss this further with you.
  Mynd Experience Team

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21733150
  
  I am rejecting this response because:
  I don't feel that all of the points of contention are being addressed. They arent addressing the issues that have been occurring monthly since the beginning of the lease, October 2023 to the present. Only zeroing in on one situation. And that being the most recent. 
  
  All that was said is that my situation doesnt qualify for early termination under the terms of the lease agreement. Other than the BBB response to me, I have not been given the common courtesy of a response from MYND  to my letter, which they received on May 4, 2024. 
  
  I look forward to a prompt response from BBB and Mynd Management. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/05/2024

  Hi *******,
  Thank you for sharing further feedback with us, and we are sorry that you have not been contacted outside of this BBB complaint. We have shared your rejection with our maintenance leadership team, and a team member will contact you directly before the end of this week.
  Mynd Experience Team

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21733150
  
  I am rejecting this response because:
  There has been zero ******************* And I have tons of proof. Which is their reason to not let me out of my lease. Not acceptable at all!
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2024

  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 gave my new property which is 3 yr old and have builder warranty's as this new home. I told this to mynd property manager at the time signing. This property was given to tenants in oct 2023. there was **** noticed in Feb 2023 and they didn't approach builder for warranty. they gave me invoice of 400 in Feb, I approved it but they didn't fix it, then gave 600 dollar invoice and i approved it and said hire a better vendor fix the things immediately but work not done and i was not informed for 1 month why the work was not done. again they gave 1200 invoice and work not done to fix leaks. Tenants used the washroom when clear instruction were there not to use it until fixed. This was confirmed by mynd service managers after seeing new wet areas and water in washroom. it's a 3 bathroom home. they can use other bathrooms. again they gave me 1600 invoice and again no work done just few tiles were taken off and vendor backed out and i was informed late about it. now they gave $4300 for mitigation only invoice. I could have not approved 400, 600 and gone to pulte directly myself 4 months back. mynd reached out to pulte and provided photos and said few tiles were taken off. Pulte saying when you removed the tiles your vendor damaged kerdi membrane and they are not ready to provide warranty. I was emailing calling and setting up calls with mynd property manager, service managers and head quarters for several times since 4 monthS. I did the same with pulte too. I am struggling mentally, financially and having sleepless nights since several days. Please save my home and me. I trusted mynd property management company and moved to **************. Untill i call and follow up i am not knowing what is the problem why it is not fixed. there is no transparency and work ethics. if i have to do all this i can manage my property better than mynd. No one taking this as priority and who will take the responsibility for increased damages. PLEASE SAVE MY HOME AND ME.

  Customer Answer

  Date: 05/17/2024

  Please see the attached

  I gave my new property which is 3 yr old and has builder warranties as this new home. I told this to mynd property manager at the time of signing. This property was given to tenants in oct 2023. There was a leak noticed in Feb 2023 and they didn't approach the builder for warranty. They gave me an invoice of 400 in Feb, I approved it but they didn't fix it, then gave me a 600 dollar invoice and I approved it and said hire a better vendor to fix the things immediately but work was not done and I was not informed for 1 month why the work was not done. again they gave 1200 invoices and work not done to fix leaks. Tenants used the washroom when clear instructions were there not to use it until fixed. This was confirmed by mynd service managers after seeing new wet areas and water in the washroom. It's a 3 bathroom home. They can use other bathrooms. again they gave me 1600 invoices and again no work was done just a few tiles were taken off and the vendor backed out and i was informed late about it. now they gave $4300 for mitigation only invoice. I could have not approved 400, 600 and gone to pulte directly myself 4 months back. mynd reached out to pulte and provided photos and said a few tiles were taken off. Pulte saying when you removed the tiles your vendor damaged kerdi membrane and they are not ready to provide warranty. I was emailing, calling and setting up calls with mynd property manager, service managers and headquarters several times in the last 4 monthS. I did the same with pulte too. I am struggling mentally, financially and having sleepless nights for several days. Please save my home and me. I trusted mynd property management company and moved to **************. Until I call and follow up I am not knowing what the problem is and why it is not fixed. There is no transparency and work ethics. if i have to do all this i can manage my property better than mynd. No one is taking this as priority and who will take the responsibility for increased damages. PLEASE SAVE MY HOME AND ME.

   

  Today call with Regional Manager: ************************* ****

  I had a meeting scheduled with the regional manager at 2pm but she didn't attend the call and only the property manager attended the call. ****** called me suddenly and gave a threatening call saying I will send you notice if you don't approve 5TH INVOICE, we will terminate the contract. They all know tat i reached out to their CEO ******************* (Mynd property Mangement). She is not even listening to my conversation at all. She is very rude. absolutely disappointed with the services of mynd. she retaliated for the complaints I made regarding this service request. She is bullying me on the call. She is not answering my questions and asking to set up time again next week if I need answers. where was she from february when this leak started and i was following up several times and complained several times. My home has been wet for the past 4 months. no communication until i call them and set up some time to discuss. No information why the invoices were not performed. One of the service managers provided photos and confirmed tenants using the washroom even after clear instructions not to use it until the repairs are done. What about the 4 months delay and more damages caused in these 4 months? Who will take responsibility for delays, property manager changes, vendor changes, service managers changes. why the 4 invoices were never performed and sending the 5th invoice with a huge amount and not taking any responsibility for that. The time, money (already sent approx 800-1000 dollars, efforts I put to get repairs done quickly was by approving 4 invoices and mental trauma i had all these months are not purely due to negligence of Mynd. I am attaching some documents to review.

   

  Please set up some time to discuss. PLEASE SAVE MY HOME and ME from this injustice.

   

   

   

  Thank you,

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

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

  

  Business Response

  Date: 05/29/2024

  Hi ******,
  We have forwarded your complaint to our property management and maintenance leadership team. They have confirmed that they are actively communicating with you and working diligently to address your concerns. Please remember that our team is always available to assist you at *****************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21725502
  
  I am rejecting this response because:

  Mynd corporate (*****) assured me that they will take care of all the mitigation, repair and rebuild expenses for their negligence. They asked me not to go social media route and apologized for all the issues and lack of communications.
  Last month the rent was delayed by 5 days. This month the was put on hold and nobody informed why. When I enquired with property manager,she said that it is system problem, but corporate person said it is for the repair and rebuild work, they hold without asking for any approval prior to starting the work and never provided me any invoice, who the vendor going to work and what they are going do.
  This work was assured by mynd corporate to pay for due to multiple vendors working since feb 2024 and damaged the property. Pulte builder denied warranty because mynd vendors started and left the work in middle and caused damaged to kerdi membrane. This was inspected by pulte builders and send email to me and mynd aswell. If mitigation is finished why the repair work is not yet done.
  Now they are forcing to pay for repairs which they never asked me for approval, and I never authorized. Mynd said they will take care about this repair and rebuild but now they are not keeping their promise. Holding my rent is not ethical and performing some jobs in my home without any approval or communication is not appropriate and asking to pay for those work without prior approval. Not providing me any invoice regarding the work they are doing, not showing me proof of work, holding my rent. I am struggling mentally due to these fraudulent activities by mynd.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:05/15/2024

  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.

  In the process of trying to obtain a lease from Mynd. They have over $4K in a security deposit and their own website says that leases should be generated after 2 business days of accepting a security deposit. See screenshot and URL below, No matter how many times of calling, texting, emailing, tweeting, we cannot get a human to send the lease. From Mynd's Website Leasing FAQ:************************************************************************************************************** Security deposit has been paid.Signed bank account up for AutoPay. Uploaded to the company's website the required renter's insurance.Opened Utility Accounts as required for ************** with San Diego **************.We have movers scheduled as it take 2 weeks of notice for Mover's to deliver. Not sure what else we need to do to obtain and sign the lease.

  Customer Answer

  Date: 05/21/2024

  The resolution I was looking for was to be able to sign the lease to move in and to be able to obtain a copy of the lease.

  Status when I opened the complaint.:  Mynd had accepted $4190 in a security deposit on May 9, 2024 and had not provided a lease within 2 business days as their Website states they are required to do.

  On May 18th, still no word from *************************** the assigned Property Experience Manager as she was on vacation, or from the person covering her *****************************.  However and new $609 charge was added to the account.  Still no lease to sign or download or emailed or mailed.

  On May 20th at 10:00 am was the scheduled appointment time for *************************** to call and she was a no show. Called the office and asked for either ****** or ********** and neither would show up for the schedule meeting or return my call.

  On May 20th at 3:30 pm, I called and begged the woman answering the phone line to connect me with **********'s Boss - I believe it was *********************** who I suspect is a Regional Manager.  She reviewed our messages and was able to send the lease to the app so we could see it online and sign online only.  (We could not download or print the lease.). We submitted the lease and uploaded the renter's insurance and we paid the $609  (assuming that it is prorated rent from May 23 to May 31) and we paid an additional 2 months of rent $4190.   ***** was top notch first class and stated she would speak with her team.  

  We still do not have a copy of the lease which we keep asking for.

  We are "hopeful" but "doubtful" they will send us the code as agreed on the 22nd so that we can enter the rental property on the 23rd as expected.

  This whole experience has been beyond stressful.  Three days to move in with airline tickets, rental cars, family, movers and not knowing if we had the rental.

  So again, the resolution I was looking for was 1) to be able to sign the lease  2) to move in and  3) to be able to obtain a copy of the lease.

  We have only been able to complete 1 of 3 items which was sign the lease.  I am skeptical if we can receive a copy of it or if we will receive the code to move in on May 22 which is tomorrow.

  

  Business Response

  Date: 05/29/2024

  Hi *********,
  Thank you for providing this feedback. We are sorry to hear about your experience and have shared your complaint with our resident experience team. They have confirmed that they are in contact with you and are supporting your move-in concerns. If you require any additional support, please contact our team at ******************************************************.
  Mynd Experience Team
  
  
  

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21716523
  
  I am rejecting this response because due to lack of communication and common sense on the part of Mynd. 

  1) The movers had to be rescheduled due to Mynd's inability to communicate effectively.  We kept being told we would receive a code when in fact the building required a physical key fob.  So that was an extra $3000 dollars.  The person who was suppose to text me on 5/22 to arrange a time to meet on 5/23 texted a number that was not mine.  Meaning I never received the text.  I had been expecting *************************** to send a code as she promised to do so.

  2) We kept asking them for the mailbox number, the parking spot number, and why we couldn't enter the parking garage.  The so called "resident experience manager" kept sending us a canned "welcome home" letter that did not provide any of these details.  Fortunately, one of the *** members who was on the 4th floor was able to shed light on many of our questions.

  3) When we finally got into the building we were so very bummed out to find a very dirty unit.  It hand not been cleaned.  Marks, nail holes, chips in them moulding, hand print, scuffs, sticky substances all over the front of the cabinets, the tub was a foul dark gray, it was really gross. The ** unit wasn't working...  Then bottom part of the oven doesn't work as expected. 

  4) I made an online payment to pay **** and July in one single payment from the checking account aka an **H Payment.   I clicked submit on the payment page only once and their website took the same amount twice!  So they deducted over $8K from the account, resulting in overdrawing the account and a huge NSF fee.

  5) When we asked for just one of the double payments to be returned, they returned both but to different places.  One to the bank account it was taken from.  And one to the **** card we used for the security deposit on May 13th.  But they didn't tell us that. And it did not show up until today on the credit card statement. So we kept telling them the Mynd rental account  should have credit on the account.  I had been asking for them to send us the banking transaction IDs of the refunds since 5/24 but they couldn't be bothered to look into the issue.

  6) To add insult to injury their website won't allow us to use the saved bank account to make payments.  I made a screen recording and sent it in to them.  They probably won't watch it.  So now we're forced to used a debit card which is $7.95 fee or a Credit Card fee which is close to $90.

  7) I have sent them a detailed accounting ****** Sheet and a screen recording walking them through the accounting and showing how their online system won't let me use the saved bank account to make a payment.

  Currently, in my humble opinion, Mynd owes us over $3K. For the movers, **** lease late fee, and banking transactions service fees.   Been trying to speak with someone nonstop since May 27th or 28th and no one will contact us. 

  In all my life, I have never dealt with such an unprofessional business.  I cannot imagine that any property owner would like to hear of their tenants being so poorly treated by a company they are paying to act on their behalf as a property manager.

  Regards,
  
  *******************************

• Initial Complaint

  Date:05/07/2024

  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 passes on 45 dollar charges for a simple hoa notification, to the tenant, whether there is a violation or simply a warning. This policy became effective midway through our lease, and after disputes they offered no resolution.. This is a scam policy, if you are not being fined, why are you fining me? I will be gathering other tenants that have fallen victim to this policy and seeking legal action.

  

  Business Response

  Date: 05/21/2024

  Hi *****,
  Thank you for sharing this feedback. When receiving your review, we shared it with our resident experience management team. They have confirmed that your resident experience manager has been in contact with you and the fine was not added to your ledger. If you require any additional assistance, please don't hesitate to contact our team at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:05/04/2024

  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.

  For two months now when I go to pay my rent I run into technical issues with their site. It is contracted with a 3rd party named Plaid and they request to have my bank account validated so that they can receive payment. I try in vain to follow the step by step they give me but Im stuck in a loop. I reach out for help and no one has any real answers other than I can pay using other means that will charge me a fee to receive my payment. I do not want to pay extra for them to receive my payment. My money is in my checking account and it should be able to be used. Now they are charging me a late fee even though I have been trying to pay for two days. I ask for a customer service phone number but the text reply the bot gave me did not have a phone number in it. I need to pay my rent and have the late fee removed.I need tech assistance.

  

  Business Response

  Date: 05/21/2024

  Hi *****, 
  We're sorry to hear about your experience and thank you for sharing this feedback. When we received your review, we shared it with our resident experience management team. They have confirmed that they have been in contact with you and that you were impacted by a technical error Mynd was experiencing. We apologize for the inconvenience and stress this caused. We were pleased to hear that the payment issue was resolved on May 15th. If you require any additional assistance, please don't hesitate to contact our team at ******************************************************* Mynd Experience Team

• Initial Complaint

  Date:04/30/2024

  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.

  I received a notice from Mynd that I owe an additional $416.99 for electric services that were not billed over the past (time frame not specified) per utility management company Conservice. I asked for clarification since I have every utility bill from Conservice since the start of my lease in January 2023 and have never not been charged, and paid, for electric service. The only thing Mynd will provide are a a copy of my current utility bill, which was due May 1 and I paid April 20. I spoke with Conservice twice this week, both times informed by them that they never notified Mynd of this supposed charge, that my account has always been correctly billed, and I have always paid on time and my account is current with $0 balance. ********** has offered to push this issue to their supervisors just for record as they say this charge is fraudulent. Mynd is now ignoring my questions and requests for proof of this charge but have added this charge to my balance due. I want either proof of these supposed past due electric balances or the charges removed. I have included the entire conversation with the Mynd customer service as well as my payment for utilities and the balance they added, as well as my Conservice bill and balance due May 1.

  

  Business Response

  Date: 05/28/2024

  Hi ********,
  Thank you for providing this feedback. We are sorry to hear about your experience and have shared your complaint with our resident experience team. They have confirmed that they have been in contact with you and this issue was resolved earlier in the month. If you require any additional support, please feel free to contact our team at ******************************************************.
  Mynd Experience Team

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair 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.

  This property management company operates as a landlord for the unit I am renting. They are a third party property management company that residential owner's will use to set up rent, maintenance requests, etc. for their tenants. They have recently sent me a "5 Day Unlawful Detainer Notice" through an attorney that is clearly a mistake, as my original lease was supposed to end April 22, 2024 and I have since signed two month-to-month leases that allow me to remain in the property until June 22, 2024. As I understand, this is the start of an eviction process in ******. I have reached out to communicate by multiple modes (direct email to support team, opening a case in their iPhone app, and calling directly) and have received zero communication from them to alleviate this issue or any reassurance that it was a mistake and they are taking care of it. This obviously could have repercussions to not only me losing access to specific rights that are required in my lease, but could also impact my credit rating if this is reported to credit bureaus. This company has constantly displayed examples of incompetence in my time of using their services, albeit they were minor, but constant nonetheless. I have email proof of communication of the two new leases being sent, signed, and confirmed, along with them being currently displayed in the website and iPhone app. This is being written for two parts: the first being no communication by the company regarding this urgent issue, and the second being their display of consistent incompetence of creating issues that become inconveniences for users (tenants) like myself.

  

  Business Response

  Date: 05/09/2024

  Hi *******, We are sorry to receive this complaint and have shared your feedback with our resident experience management team. They have since confirmed that they are in active communication with you to resolve the payment issues. Please know that we take your concerns around communication and payment processing very seriously and will be looking into what improvements are needed to ensure this doesn't occur again. If you have any questions or further feedback to share, please contact our team at ******************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2024

  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.

  This company has continued to violate our rights as tenants while putting the owner in legal jeopardy.We are renting a condo unit that we moved into in January, 2024. Access to our unit requires a gate fob to enter into the complex, a building key to enter the building, and the unit key itself. When we moved in, we were only provided the key to the building itself, not the building key nor the gate key.We have been trying to get the building key and gate fob from them since January, and it is almost May. We have sent dozens of messages for them to resolve this issue, but they just keep delaying a resolution. Normally, we have had means to access the complex and building via a visitor code box, but in cases where the code box breaks or the elevator breaks, we have no means of actually getting into our unit.The elevator has broken twice, and the code box has been broken for weeks at a time, so weve ended up locked out of our unit countless times. Weve let them know about these issues, and theyve had months to fix them, but they will just keep responding with a delaying tactic. They will respondent with how they are talking with their team or trying to resolve this matter quickly, but then months will go by. I was assured they would fix this in January.They advertised the unit as a 2 bedroom 2 bath, but one of the bathtubs was never fixed before we moved in, and they refused to fix it because the fix was determined to be too expensive. We payed for a 2 bedroom 2 bath, and we have no resolution.They have also blatantly violated the lease agreement and California law by imposing fees that dont exist in the lease, and then harass you to pay those fraudulent fees. They have put themselves and the unit owners into legal jeopardy. When we told them to fix this, they've waited months. We have suffered considerable damages because Mynd refuses to address our legal rights.Get us the building key, the gate fob, remove the fraudulent charges, and fix the bathtub.

  

  Business Response

  Date: 05/03/2024

  Hi ****,
  We are sorry to hear about this experience and thank you for bringing it to our attention. We take your concerns seriously and have shared your complaint with our Resident Experience and Maintenance Management teams. The Maintenance Manager for your region has informed us that he has contacted you directly to ensure that this is all resolved as soon as possible and that you do not experience any further delays. If you need any further assistance, you can contact our team at ******************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 05/05/2024

   
  Complaint: 21623241
  
  I am rejecting this response because:

  I have heard these types of responses for 4 months, and it feels like a delay tactic. I will ask them to resolve an issue, they will state that they will work on it, nothing will happen for weeks, and I'll message them again. Rinse and repeat for 4 months.

  They finally, after 4 months of living here, provided the gate fob. I talked to another (non-Mynd) tenant of my building, and it took them one week to get a new fob, not 4 months.

  I'm still missing the building key, a key that everyone in my building has, and I've been locked out of my unit because of this. It's been 4 months, and Mynd could request a new one for $10. I've been unable to normally access this unit because of a $10 key. No updates on this since last time.

  We still have fraudulent charges to our account that haven't been resolved for 2.5 months. They are trying to charge us for a move-in cost that wasn't in our lease and a charge for keying the mailbox,because they never provided a working mail key when we moved in. We couldn't get our mail for 1 month because they delayed that process too, and now they charging us for it. Again, they are delaying removing these fees.

  They claim the bathtub fixing is being worked out, but we'll see. The Mynd management even had the gall to ask us if the damage was "present upon move in", ignoring all the photos and messages we've sent since we moved in.

   It is nice to see them resolving at least one issue, but this feels like a delay tactic because all these issues are quickly resolvable, and we have to manage the stress and uncertainty because of this.

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

  

  Business Response

  Date: 05/15/2024

  Hi ****,
  Thank you for providing additional feedback. We have forwarded your latest message to our maintenance management team. They have confirmed that the vendor is scheduled to complete the installation tomorrow and have been in contact with you regarding this update.
  Mynd Experience Team

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21623241
  
  I am rejecting this response because:
  
  

  I want to clarify that the bathtub fix wasnt going to be complete by tomorrow. It was in the process of being repaired and that was made clear by the contractors doing the repair. That repair is still ongoing as of today. I am happy that the repair is in progress, at least.

  The first fraudulent charge was removed, but there is still a second charge, where they are trying to charge us for the mailbox key fix when they never gave us a working mailbox key in the first place. Remove this charge.

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

• Initial Complaint

  Date:04/22/2024

  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.

  The whole process after tenant moved out was a totally nightmare...Extra loss on their misconduct:1.Delay one month before ready to market: on 7/2, the tenant moved out, even though there were a template email sent to me about the transition, nothing happened until 7/7 and then many back and forth till the work started at 7/28 and finally work done on 8/10 which is more than 1 month.2.I finally realized that the **** was not repaired after I sent someone to check the reason for the abnormally long vacancy in Oct. FYI, when the tune up was done, I requested for a ready to market inspection but was told that they don't provide it. Who would want to stay in a house without AC in AZ? This is the main reason of 4 MONTHS plus vacant! According to their letter "Your vacant property costs $90.16 per day in lost rental income." This is a lost of more than $10,000! Others:3.Lockbox was not working so prospects cannot tour at their appointment.4.AC fee $513 in single month when it's vacant, this is far from due diligent until I requested to adjust it.5.Normally no response from the team on message, when you call, you will have to wait for more than 30 mins and you cannot reach out to the manager unless you make appointment on portal 2 weeks later, AC repair quotation, paint quotation, HOA notice...6.The formal notice of termination was sent on 10/13, they are still sending distribution report in Jan. and ridiculously sent a fund request on 2/9/2024 asking for money to close the account...My experience summary: when there is nothing happened, it seems that it's nothing wrong to work with them until you need them, such as tenant transition, you will find that they are actually incapable or even not existing, which means, you are actually paying the management fee for nothing!so I request for a refund of 2 months management fee $278 that they denied and the loss of 2 months rent $5,409.6.

  

  Business Response

  Date: 05/15/2024

  Hi *****,
  Thank you for sharing this feedback with us. We are sorry to hear about your experience. Upon receiving your complaint, we promptly communicated it to our property management leadership team for a thorough review.
  They have confirmed the following details:
  - The turn process spanned 40 days from the resident's move-out to completion. The resident moved out on July 2, 2023, and the initial inspection report was sent to you on July 13, 2023. You then approved some of the items on July 16, 2023, with the turn completing on August 9, 2023.
  - We offered to waive two months of management fees as a gesture of goodwill. However, you have chosen to offboard. We will not be offering the two months' rent request as the turn and leasing services provided were aligned with your Property Management Agreement. 
  If you would like to share any further information or feedback, please do not hesitate to reach out to our team at *****************************************************.
  Mynd Experience Team

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21609763
  
  I am rejecting this response because:
  The explanation is just repeating the timeline of the turn up, ignore all of their negligence s and they didn't provide anything to close it.

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

  

  Business Response

  Date: 05/29/2024

  Hi *****,
  We have shared your rejection of our initial complaint response with our property management leadership team. They have provided us with the nine invoices that remain unpaid and are available to discuss these further with you.
  Mynd Experience Team

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21609763
  
  I am rejecting this response because apparently you are trying to use the unknown unpaid invoices to threat me, the notice of unknown unpaid invoices after the service being terminated 2 months later was ridiculous and the trigger point for me to complained here to protect myself, I tried to check with them for those unclear charge but no response, you can check internally.
  
  Sincerely,
  
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