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Business Profile

Property Management

Mynd

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    Mynd came to BBB’s attention in January 2017. A review of complaints was completed in December 2024. For repair requests, please visit Residents Service Requests (sign-in required), or, you can reach out to business at Contact Mynd.

Complaints

This profile includes complaints for Mynd's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Mynd has 11 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/18/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      What a freaking nightmare living under a property controlled by Mynd management. It has been bogus charge after bogus charge upon move out that we are now seeking legal advice. First is the $402.50 charge to replace a loose shed door handle??? I mean the handle cost $30 and apparently $400 in labor?? Mind you this charge suddenly appeared almost a month after we received a move out inspection that didn't list this. Then there was a $****** whole house cleaning charge. We have never left a rental anything but spotless in the past. Absurd Nickle and diming on every little standard wear and tear mark.What makes me the most upset as that we requested they have a phone conversation about these charges but they never made an attempt to call us or call back our numerous left voicemails. I can provide the move out report for the ****** put it is 230 pages big so i will need to email that separately.

      Business Response

      Date: 05/09/2024

      Hi *****,
      We are sorry to receive this review and hear of your move-out experience. When we received this complaint, we escalated it to our resident experience management team. They have since confirmed that they are in active communication with you and provided details on how to finalize all payments earlier today. If you have any questions or further feedback to share, please contact our team at ******************************************************.
      Mynd Experience Team

    • Initial Complaint

      Date:04/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 took over our home management from ***** in February. Recently they charged us utilities for months Nov- April on a surprise bill because they neglected to auto bill us as agreed to in our lease. Furthermore, they refuse to maintain our common areas on site, they are very slow at fixing maintenance issues in our home, and they're very difficult to get ahold of. We just want out of our lease because we think they're being unethical (which we hate because we love the home and loved the old management company).

      Business Response

      Date: 05/02/2024

      Hi *****,
      We are sorry to receive this review and to hear about your experience. When receiving your complaint, we shared it with our resident and maintenance management teams. They have since confirmed that the *** is responsible for the maintenance and preservation of the common areas, as outlined in the *** CCR. Our *** specialist has reached out to the *** of your community regarding your concerns.
      If you require any additional assistance, you can contact our team directly at ******************************************************. 
      Mynd Experience Team

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Answered
      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 out of our house we rented from Mynd on March 18th 2024. We paid a security deposit of $2050 when we moved in April 2022. We were charged the following fees that were deducted from our security deposit that are on the account and we are showing a balance owed due to this. $450 fee for blinds. There was only one blind that was missing a piece. $89 for trash out. We did not leave any trash in the bins to be taken out. Nor did we leave any trash in the house when we left. $49 for a lightbulb. We replaced all of the missing and broken lightbulbs before we moved out. $1382.88 for paint prorated amount (13 of 36 months). According to Mynd's own standards of wear and tear, we were within these standards. There was no extensive damage to the paint beyond standard wear and tear. Mynd provides a handbook for move out instructions and we left the house and paint in conditions that were not beyond normal wear and tear. We are asking for these charges to be removed and to receive the appropriate amount of $1675 for our security deposit ($2050 security deposit - $375 cleaning fee = $1675).

      Business Response

      Date: 04/11/2024

      Hi ******,
      Thank you for sharing this feedback. We are sorry to hear about your experience with your security deposit. We have forwarded your complaint to our resident experience management team, who have confirmed that they were last in contact with you yesterday and are currently reviewing your submitted dispute. If you require any additional support or have questions, our team can be reached at ******************************************************.
      Mynd Experience Team

      Customer Answer

      Date: 04/15/2024

       
      Complaint: 21557965

      I am rejecting this response because: This issue is not resolved at this time as we are still in dispute of the charges that are posted to our account balance.

      Sincerely,

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

    • Initial Complaint

      Date:04/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 not liable of the debt account with ******************** PROPERTY MANAGEMENT. This company reported inaccurate and falsely information to the secondary bureaus; consumer and rental/tenant screening. This debt was PAID IN FULL. Deleted this FRAUDULENT debt/judgment from my consumer reports permanently.

      Business Response

      Date: 04/23/2024

      Hi ******,
      We're sorry to receive this complaint and take your concerns very seriously. We've confirmed that our resident experience team has been working with you on this issue and provided the requested letter on company letterhead yesterday.
      If you require any further assistance or support, you can contact our team directly at ******************************************************.
      Mynd Experience Team

      Customer Answer

      Date: 04/24/2024

      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.  Thanks, again Mynd Property Management Team for resolving this matter.

      I will file a complaint against Appfolio Consumer Relations and LexisNexis Risk ******************  These bureaus put fraudulent judgment account on my customer reports; without investigation, verifying, and updating my credit profile.  This negligence action affected my consumer report and caused a great deal of stress and hindrance.  

      Sincerely,

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

    • Initial Complaint

      Date:04/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Signed lease for rental property 3/20/24 , notified mynd of mice infestation throughout insulation of home and actual home . on 3/25, sent in documentation (photos) i have Three small children and we are unable to live in the home due to it being inhabitable. Mynd is still requiring rent and will not allow me to terminate the lease. Lease agreement outlines that infestation is a breach of lease, yet i moved Into an infestation and Mynd will not do the right thing! I have called time and time again and each time i am Told that Mynd is waiting on a vendor to respond, residential experience manager *********************** stated that I needed to give them time to look into this urgent matter on 3/28. Yet and still no one has been out and i am Stuck paying to live somewhere i cant Live and paying where i am Living for the time being as well , all i want Is my deposit back and a penalty free termination of lease so that i can Move my children somewhere sanitary and habitable

      Business Response

      Date: 05/09/2024

      Hi *****, We are sorry to receive this review and hear of your experience. When we received this complaint, we escalated it to our resident experience and maintenance management teams. They have since confirmed that they are in active communication with you and are working to finalize your lease termination request/transfer. If you have any additional feedback to share, please contact our team at ******************************************************.
      Mynd Experience Team

    • Initial Complaint

      Date:04/04/2024

      Type:Billing Issues
      Status:
      Answered
      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 hired Mynd as our property management company to manage our property. Mynd charged us $350 to replace the front gate lock with their lock in Feb. 2024. Due to the installation issue, the front door was not functioning and was wide open in March 2024. Our neighbor found it and told us and took a video recording of it. Mynd failed to manage and secure our property and charged us another $100 to fix the latch, which was broken or failed in installation. We are looking for Mynd to return the service fee to fix the malfunctioning lock and an apology for failing in managing our property.

      Business Response

      Date: 04/23/2024

      Hi ******, We are sorry to receive this complaint. We take your concerns regarding the latch charges seriously and have shared this complaint with our property management leadership team. We have confirmed that you were last in contact with your property manager on April 17th. If you require any further support or assistance, you can contact our team directly at ****************************************************** Mynd Experience Team 

       

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After if took 24 hrs to get verified to self view the property and them telling me they never received my info I was skeptical about this company. Then after viewing the property immediately applied only to be told my application was denied. I called to speak with a member of management and was told to call transunion instead. Because the guy on the phone said there was no one else to speak with, and very unprofessional I felt, again, I was being scammed. I asked for my application fee back since there was no one else to speak to about my situation.

      Business Response

      Date: 04/17/2024

      Hi ******,
      Thank you for sharing this feedback, and we are sorry to hear about your application experience. We have shared your complaint with our leasing leadership team, who have since confirmed that they have been in contact with you and this issue is now resolved.
      If you have any further feedback or questions, our team can be contacted at ******************************************************.
      Mynd Experience Team

    • Initial Complaint

      Date:04/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      When my garbage disposal went out at the beginning of February I asked for someone to come out I tried what I could to fix it but it wasnt turning on at all when I explained this we scheduled for someone to come out a week later due to my busy schedule. The weekend before they were supposed to come out it started working again. When I explained this I was told I would be charged 130 for canceling the service as that wasnt doable for my situation I asked if they could come out and make sure all is good and it wont happen again. They sent someone out the guy was here for 5 minutes and left. Then they sent us a bill for $127 saying it was our fault, if they could explain to me how they determined that fine Ill pay it. But it has almost been a month of me asking them to just talk to me about it and I havent gotten a single response. Now I have to pay my rent and I cant pay it without paying this service fee that they cant even prove is what I am paying for. No one has returned my calls or messages for weeks.

      Business Response

      Date: 04/17/2024

      Hi *******,
      Thank you for sharing this feedback, and we are sorry to hear about this experience. We have shared your complaint with our maintenance management team, who have since confirmed that they have been in contact with you and a refund has been issued. We apologize for the miscommunication and have taken steps to avoid this mistake from occurring again.
      If you have any further feedback or questions, our team can be contacted at ******************************************************.
      Mynd Experience Team

      Customer Answer

      Date: 04/21/2024

       
      Complaint: 21517231

      I am rejecting this response because: I have not be in contact with anyone and have been actively trying to get ahold of the maintenance management team for a while now. I also have not received a refund of any sorts. 

      Sincerely,

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

      Customer Answer

      Date: 05/08/2024

      I have not been contacted in any way. 

    • Initial Complaint

      Date:03/29/2024

      Type:Billing Issues
      Status:
      Answered
      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 property owner who wanted to get my property rented out with Mynd. It took over 2 months to get my apartment listed. It took almost 3 months to get a listing with photos of the entire property. It is a 509 sq. ft. apartment. In the meantime, they collect $200/mo of management fees. Getting a full/complete listing took a lot of micro-managing on my end. I sent them photos to include, made sure the listings were actually online. I could not always find the listing on websites, and they've attributed this to "technical glitches." Simply put, they did not do a satisfactory job marketing my property. I felt no sense of urgency, which makes sense considering the fact that they get paid whether they find you a tenant or not. They offered me a sign-on promotion (no management fees for 3 months) which they did not credit to my account until I asked for it. They've justified their unsatisfactory work by pointing to the sign-on promotion.In over 5 months of working with Mynd they were not able to show my apartment to a single prospective tenant. They also charge a management fee for 1 month after you cancel your agreement with them, which I paid. The contract requires 30 days notice of cancelation. I gave them notice that I was going to cancel twice. Once on Jan 6th and once on Feb 9th. They still charged me $200 in management fees after the 2nd notice of cancelation because they wouldn't close my account until March 9th. They refused to expedite my cancellation, even though there was nothing to do. I was assured they could. They stopped marketing the property. There was no tenant in the unit. Nobody had ever even looked at the unit. The account was static during that entire time. I worked with one of their competitors, who saw a lot of traffic, showed the apartment to a lot of people, and was able to get it rented in about a month. I would like Mynd to waive the ~$450 of management fees that they charged to my account, which they refuse to refund.

      Business Response

      Date: 04/23/2024

      Hi *****,
      We're sorry to receive this complaint. We take your concerns seriously and have shared it with our property management leadership team. The regional manager for your account has attempted to contact you multiple times to discuss this complaint. When it's convenient, please respond to them to discuss the raised issues. Our team can also be contacted directly at ******************************************************.
      Best regards,Mynd Experience Team

    • Initial Complaint

      Date:03/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 my current residence in 2020, and MYND property management has been managing the property since 2021. In 2022 I entered an agreement with the owner and MYND for a split rent option allowing me pay half of my rent on the 1st of each month and half on the 15th of each month. In July 2023, upon lease renewal the split rent agreement was neglected. I contacted MYND who looked into the issue and agreed that the agreement is still valid and they would fix the issue. Since then I have been incorrectly charged every month. Their payment system does not allow splitting payments on posted charges therefore I have been unable to pay the correct amount until they fix the issue which often takes a week or more which means that my payment appears as a late payment. On two months (November 2023, December 2023) I was not charged on the 15th of the month and without any notification they charged the full amount of the missed rent for November, December, and the first half of January all at once. Every single month I have contacted them about this issue on the 1st and the 15th. And every month they've assured me it was fixed, but it has not been. Now they have begun ignoring or not responding to my emails, they do notify me of changes/adjustments to my ledger, and they are still not charging appropriately. I believe they are actively attempting to make it as hard as possible for me to work with them so that I will decide to vacate the premises. They have been actively attempting to price out tenants by raising the rents of units within the building to almost 150% of current rental prices and conducting yearly inspections on certain tenants with lower rents. Additionally, they have lied, directly, about contacting the owner with regard to the aforementioned rent adjustments.

      Business Response

      Date: 04/17/2024

      Hi ******,
      Thank you for sharing this feedback, and we are sorry to hear about your experience. We have shared your complaint with our resident experience and leasing management teams. They have confirmed that your split payment setup has been approved, aligned with what was confirmed with the homeowner. We take your concerns about dishonest rent increases and breakdown in communication with the property owner very seriously and hope that you will provide further information on this. Our team can be contacted at ******************************************************.
      Mynd Experience Team

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