Complaints

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:04/02/2024

  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.

  When I moved into my apartment, I was told to upload my insurance to Foxen. I tried to go online and do so, many times, but the online link wouldn’t work. I sent them my new policy, updated my policy for them, and they still won’t refund my charges. I have been trying to get my money back for months! Definitely feels like a scam with the way everyone else has issues with their website too.

  Business Response

  Date: 04/04/2024

  Hi ******,
  
  Thank you for reaching out.
  
  Foxen received a copy of your insurance policy on 2/9/2024 and sent a rejection email to ************************** on 2/9/2024 with the requirements needed for approval. We received another copy of your insurance policy on 4/2/2024, however we regret to inform you that it has not been accepted due to the policy missing the required criteria listed below:
  
  Reason: The policy does not list the Property Name as an Additional Interest/Interested Party.
  
  The address should appear as follows:
         Property Name
         PO BOX 12367
         Columbus, OH 43215
           
  Once you have made the above changes to your Renters Insurance Policy, please send a copy to **************** for review. 
  
  Thank you, 

• Initial Complaint

  Date:04/01/2024

  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.

  I have had ********* in the past before my current lease (2023).It is a pretty easy concept, you pay a small amount and your rent is reported for your credit report. They have constant communication issues and lapses. The only way to really get in contact with someone is through email, which may take weeks. I spoke with them in January about there apparently being some kind of issue with my account. I was told it was fixed, but it still has not been reporting. Whenever I call their communication line I get 'agents not available' and to leave a voicemail.

  Business Response

  Date: 04/04/2024

  Hi
  *****, 
   
  Thank you for
  reaching out. After reviewing your account, it looks like our software was
  unable to verify/locate an accurate DOB on file for you in January 2024. We
  updated our system and are communicating with your property about updating
  their system with the correct DOB. If you have any questions, please feel free
  to contact us at ******************** Thank you.
  

• Initial Complaint

  Date:03/21/2024

  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.

  Foxen insurance is contracted through certain property management companies. I am filing this complaint for my brother who does not know how to use a computer.

  ******* has acquired his own liability insurance with ******** beginning 09/13/2020 with no lapse in coverage. Each year renewing on time and notifying his apartment complex as well as Foxen of the continued policy,

  As of May of 2022 he was charged for insurance with Foxen on to his monthly rental statement. He has contacted the staff at "***** ** ***** *****" where he resides, multiple times to notify them of the overcharge each time he sees it on his statement. The staff repeatedly told him to pay the rent in full and foxen would reimburse him. This has never happened to date.

  I have sent them numerous emails requesting ******* be reimbursed and attached letters from ******** with proof of his continued policy. They currently owe him a minimum of $379.50. It is possible it is more but we are unable to pull up previous records of his rental history prior to 6/1/23.

  ***** ** ***** ***** will not reply to our emails requesting this information or a reason they can't or won't send it.

  Business Response

  Date: 03/26/2024

  Thank you for reaching out. We strive to ensure that all our customer’s residents are satisfied. We are currently looking into your brother's account. We greatly appreciate your patience and understanding during this time.

  Customer Answer

  Date: 04/06/2024

  the business states they left a voice-mail which did not happen.   There has been no further communication from Foxen or any resolution offered. 
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 04/09/2024

  Good afternoon, 

  Thank you for promptly submitting Mr. *******'s renters' insurance policy. We issued a full $125.00 refund from September 2023-January 2024. There are no additional Foxen charges on his account. If you have any further questions, please feel free to contact us at [email protected]. Thank you, The Foxen Team

  Customer Answer

  Date: 04/14/2024

  $379.50 is the total amount of money due ******* *******.   1st response from foxen was "we are looking into it" 2nd "we left a voice mail for ******* " ( untrue) 3rd response was a refund of $125.  Which is $254.50 short!!!.  FOXEN is an unethical company wanting us to just drop this complaint.  We will not be satisfied until the total amount is returned to *******.   This company definitely needs to be investigated for their unethical practices and others made aware of their continued misuse of current practices. 
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 04/17/2024

  Good afternoon Mr. *******, 

  We apologize for the frustration that this has caused you.

  We attached a PDF document of the Resident Ledger that Foxen has access to. The last section of the PDF shows the Foxen Waiver Program fees that are on ***** account currently. 

  Foxen added fees on 9/15/2023, 10/1/2023, 11/1/2023, 12/1/2023, 1/1/2024, 2/1/2024, totaling to $173.39. 
  
  Credits were added on 12/17/2023, 12/18/2023, 2/7/2024, and on 4/9/2024, totaling to $173.39.

  If you have any further questions, please do not hesitate to reach out. 
  
  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 04/24/2024

  The appropriate amount was not refunded to my account.  Unfortunately I was unable to provide the paperwork for proof, although Foxen definitely has it.   It was no longer available from the previous property management company, *** ******** *****.   I am only able to get the current property management report.  The previous Foxen monthly charges were  $50.90 5/1/22, 6/1/22, 7/1/22, 1/3,23, and 2/1/23.    I find it interesting for the same property the fee's dropped with a different property management company.  Foxen is not BBB acredited and I understand why.  Thank you for what you were able to recover for me.  
  
  
  
  Regards, 
  
   
  
  ******* *******

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service 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.

  Unfortunately I have encountered the same problem. I have contacted Foxen and have verification of my renters insurance with ***** **** from 2007 to present. They have not only refused to refund my money but refuse to give me the name or number of a supervisor.

  Business Response

  Date: 03/18/2024

  Hi *****,

  Thank you for reaching out. We strive to ensure that all our customer’s residents
  are satisfied. We are currently looking into your account. We greatly
  appreciate your patience and understanding during this time.

  Customer Answer

  Date: 03/18/2024

  They are looking into the matter. They have mot issued a refund.
  
  
  
  Regards,
  
  
  
  ***** ********

  Business Response

  Date: 04/04/2024

  As a one-time courtesy, we will refund the requested amount. However, moving forward, you must provide proof of renewal before your policy expires to avoid automatic enrollment in the Foxen Waiver Program.

  Thank you, 

  Customer Answer

  Date: 04/04/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:02/21/2024

  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.

  Foxen has been charging me $15 every month through my tenant portal. The total due is now $235 they will not remove the charges even though the whole time I have had my own renters insurance! They stated because in my files I did not send them a copy of my own policy to be approved, well how could I when foxen couldn’t locate my account? (I have screen shots of the error ) they have no number to call, my landlord states Foxen is the only one who can delete the charges…so I have to deal with them…Why would I pay two different insurance companies I ONLY have signed documents with my insurance company I DO NOT have any signed documents with foxen this has to be fraudulent activity I never asked for this company all I was advised by my landlord is I needed renters insurance so I obtained it, what’s the point of not removing the charges? This can not be legal! Foxen can not in force charges when there “ clients” are unaware of terms and conditions please show me documentation that I’ve signed with foxen stating I’m aware of these charges if (A) I do not comply with such and such? There is none! it does not state it in my lease as well since I have signed my lease 14 years ago… that’s the last time I’ve signed a lease ..this is so unprofessional and it’s actually mind boggling that foxen can just charge without any documentation please remove my charges as you can not charge for something the other party has no knowledge of

  Business Response

  Date: 03/04/2024

  "Hi *****, 
  
  Your account has been credited. If you have any questions please reach out to ***************** 
  
  Thank you, 
  
  
  
  ****** *********
  Customer Success Lead
  Direct: ###-###-####
  

  
  

• Initial Complaint

  Date:01/11/2024

  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.

  Our apartment complex partnered with Foxen for renter's insurance and we were told to upload our current renter's insurance COI so as not to be charged for Foxen's. However, after I completed the login process, I was unable to upload by current renter's insurance policy and got a message to contact [email protected]. I emailed several times with no response and was charged $11.50 for the month of January 2024 even though I have my own insurance because I received no help before the date we had to upload our COI. I want to be credited the $11.50 for January and every month moving forward that this is not resolved. This company seems fraudulent and i would not recommend to anyone.

  Business Response

  Date: 01/15/2024

  Hi *******, 

  Thank you for reaching out. In researching you account, it appears that we still do not have your Renter's Insurance policy on file. Kindly attach your policy here or send to ****************. Once received and approved, we can credit the $11.50 back to your account. 

  For any future inquiries, please reach out via email to ****************.

  Thank you, 

• Initial Complaint

  Date:12/12/2023

  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.

  Foxen received an email from us on July 25, 2023 with our insurance policy for renters insurance and a letter where we declined coverage for credit reporting. They responded about the credit reporting. We still have not heard back about the renter’s insurance. We have contacted them multiple times and so has my daughter’s apartment complex. We sent proof again today. Foxen has charged us $13.95 each month for renters insurance of which we don’t need and have sent proof multiple times that we don’t need. We are 5 months in and our apartment complex cannot do anything to help us other than to say that they will try to help get in touch with Foxen.

  Business Response

  Date: 01/15/2024

  Hi *****,

  Thank you for getting in touch. To facilitate further investigation, could you please provide your property name, address, and unit number?

   

  Customer Answer

  Date: 01/17/2024

   Foxen was able to resolve this complaint.  It took contacting them many times and contacting the BBB but they did finally respond and refunded us our money.

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

• Initial Complaint

  Date:12/05/2023

  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.

  I began renting at ******** ******* and have received monthly charges for a service not received. I've been charged a 15$ 'liability waiver' starting as of a couple months ago when I am not receiving any services from the establishment. I get my insurance through another company and have attached my confirmation from my insurance and an example of the charge explained.

  Business Response

  Date: 01/15/2024

  Hi *********,

  Thank you for providing us with your Renters Insurance Policy, however we regret to inform you that it has not been accepted due to the policy missing the required criteria listed below:

  Reason: The policy does not list the Property Name as an Additional Interest/Interested Party.
  
  The address should appear as follows:
              {{property_name}}
              ** *** *****
              ********* **** *****

  Once you have made the above changes to your Renters Insurance Policy, please send a copy to ***************** 

  Thank you, 

  Customer Answer

  Date: 02/05/2024

  *************
  
  I filed a dispute for unnecessary charges to my account, and was unable to reach a resolution. This was on complaint ********, and upon using the attached portal in the sent email to attempt to update the information requested, I found the site to not work properly. Attached is the document intended for the site. My complaint was closed prior to a resolution so I am hoping to resolve this here. This has been an incredibly frustrating experience and on top of the lack of being informed of this change needing to be made until weeks after I complained, I have had these charges continued up into February's statement and am requesting these also be removed. I also recommend updating the site so that files are able to be submitted across all platforms.
  

  
  

  Business Response

  Date: 02/05/2024

  Hi *********, 

  We appreciate your prompt submission of the updated policy with the correct requirements. I have credited back the total charges on your account, amounting to $59.03. 

  Thank you, 

  Customer Answer

  Date: 02/07/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ********* ***

• Initial Complaint

  Date:11/27/2023

  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 am having the same problem as everyone else. I’m continually being charged monthly $14 each for 2 separate bedrooms. My kids have lived in this apartment for 8 years while in college. We have carried the insurance for 8 years. I have jumped through every hoop for Foxen, yet they continue to charge $28 a month. I call and they say they don’t know why. The manager of the complex says I have to deal with Foxen. Foxen was the worst thing to happen to ******** ***** in **********. I’m pretty sure I won’t see a refund from when I was charged for insurance I don’t need. My insurance renews in March and they told me I will have to start all over with them then.

  Business Response

  Date: 01/15/2024

  Hi ******, 

  Thank you for reaching out. In researching your account, I see that the policy was approved on 10/30/23, and
  credits were issued for 10/30/23 and 11/27/23. It appears that a credit was issued at the time of approval, but the recurring charge was set through 12/31/23. This has now been adjusted.

  Should you have any questions, please feel free to reach out via email at *****************

  Thank you,
  

• Initial Complaint

  Date:11/08/2023

  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.

  A policy is paid for monthly through the ****** ***** **********. Our property was damaged due to flooding by
  another tenant. A claim was filed with Foxen back in August 2023. Foxen kept stating they did not get the paperwork
  that was filed by the apartment complex. When the regional manager of ****** ***** ********** got involved that is
  when Foxen finally acknowledged they did get the paperwork. Foxen hardly ever answers their phone calls and then
  continue to hang up on us or give us another number to call. We continue to get the run around for the past 3 months.
  Damages are estimated at $2,627

  Business Response

  Date: 11/15/2023

  Hi ********, 

  Thank you for reaching out. Foxen provided updates on your claim on October 6th, October 12th, and November 8th. Subsequently, your Property Manager was updated on November 13th. The claim is in the process of being paid out, and the adjuster is currently verifying the personal contents damage. 

  For any inquiries, please reach out to us at ***************** 

  Customer Answer

  Date: 11/15/2023

  I have not been receiving any updates. I call and hardly ever get anyone on the phone and have continued to get the same runaround since September. 
  
  
  Regards,
  
  
  
  ******** ******

  Business Response

  Date: 01/15/2024

  Hi ********,

  I confirm that your claim was resolved on 11/29/2024, with a settlement of $2200.

  Thank you, 

  Customer Answer

  Date: 01/26/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******** ******