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:10/23/2023

  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.

  Filed a claim with Foxen because of flood that happened in my apartment. The property I lived explained to them numerous times that it was due to tenant above not following orders and continuing to use a machine that was broken multiple times after being told not to. Foxen claims it’s not tenant negligence and doesn’t want to approve our claim but the property is literally telling them it’s exactly tenant negligence. It’s been over 5 months and no communication. Multiple calls, multiple emails and they are not communicating. They need to be investigated for FRAUD and not be able to be in business. Then we called to get information about their legal team because at this point we feel like we have no choice but ti sue and they blocked our number and won’t return any calls or emails. Please investigate and have this fraudulent company closed for good.

  Business Response

  Date: 11/01/2023

  Thank you for reaching out. We received notice of the claim on 7/11/2023 and forwarded the incident details to our licensed Claims Administrator, ********. ******** concluded the proximate cause of loss was an appliance leak and was not the result of tenant negligence.
  
  By way of background the Foxen Waiver program covers property damage resulting from tenant negligence. Since ******** determined the tenant's were not negligent, the claim was declined. Please see the attached denial letter.
  
  The complainant, ****** *****, disputed the claim denial and that information was sent to ********. However, the cause of loss was still deemed an appliance malfunction and not from tenant negligence. 

  Customer Answer

  Date: 11/01/2023

  *************
  
  
  The apartment property manager stated to you in the emails what the cause was. Even when we told the adjuster there was never a case reopened.
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/13/2023

  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.

  We lease an apartment from my son at ****** ********** ** ************ ** ******** ********** *******. We renewed our renters insurance policy via ***** **** on August 4th 2023 and uploaded to Foxen, the 3rd party vendor that we were told to upload the policy agreement to. Suddenly the apartment company is assessing us a monthly $13 fee because they say we don't have renters insurance. We do, we followed our requirements and obligation. I've shown them a copy, yet they won't "accept it" unless Foxen, this 3rd party company verifies our policy. Foxen failed to confirm with us for months that they needed anything extra from us. Finally, they shared that an address of "additional interest" needed to be added to our policy. We had ***** **** add the requested information to the policy immediately and re-uploaded the form to their portal. Since then, I have followed up daily via phone and email for a weeks and I get zero response from Foxen. They are not a legitmate business, (per our ***** **** agent, this extra address of interest was not really necessary and their form was correct the first time). Foxen has no one staffed to answer their phone and they do not respond within the 2-3 business days they claim they will by. Meanwhile, we are getting assessed fees by the apartment complex for something we already have. This is a scam, and a way for Foxen to get money. We are beholden to them to get these fees removed from our account and be credited as we are forced to pay these fees when we rent is due. Foxen has not responded back. Mind you, It's been over 2 months now. They prey on college students to collect illegitimate fees.

  Business Response

  Date: 01/15/2024

  Hi ******, 

  Thank you for reaching out. After researching your account, I observed that you were credited back for the months of September 2023 to December 2023. I see no other additional charges on your account from Foxen. 

  Feel free to reach out to **************** if you have any further questions. 

  Thank you,

  Customer Answer

  Date: 01/25/2024

  Yes, after a month the business responded back and credited my account. I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/06/2023

  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.

  My apartment complex was using the insurance business. I already had insurance because that was the only way I could move in. They charged me $15 a month for many months. The business has a fake phone number that no one will ever pick up. There is no way to contact them. Even through via email they do not care to refund. They do not do anything but take money. If there was an emergency, you would not be able to reach them for the insurance money. I need my refund because I never needed their business.

  Business Response

  Date: 01/15/2024

  Hi *****,

  Thank you for reaching out. In researching your account, I see that your Renter's Insurance Policy was initially submitted on 8/16/23, but it was missing Foxen's PO Box listed as an additional interest. The corrected policy was subsequently received on 9/5/23, and your account was credited $22. To proceed with the previous credits prior to 8/16/23, we kindly ask you provide proof that you submitted your renter's insurance to Foxen in June.

  Thank you, 

   

• Initial Complaint

  Date:10/03/2023

  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 hereby file a formal complaint against Foxen Management Company, the entity responsible for overseeing the management of ***** ** ***** *****. This complaint addresses persistent issues related to unjust charges and a lack of responsiveness that require immediate attention and resolution.
  
  Throughout my tenancy at ***** ** ***** *****, under Foxen Management Company's management, I have encountered an ongoing and frustrating problem. Specifically, I take issue with the unjust imposition of charges by the company and their repeated failure to respond to my attempts at resolution.
  
  Despite my consistent adherence to the terms outlined in my rental agreement, which includes maintaining renters insurance, Foxen Management Company continually claims that I lack the required coverage. This claim contradicts the documented evidence I've provided to them, which unequivocally proves my compliance. Regrettably, this issue has become an annual ritual, and this year is no exception.
  
  I've visited the rental office on five separate occasions to address this matter, with two instances of meticulously presenting proof of insurance coverage. Furthermore, I possess an acknowledgment from Foxen Management Company, confirming the receipt of my insurance documentation, dated approximately 13 days ago. However, despite these efforts, the erroneous $25 charge persists in my monthly rent.
  
  Given these circumstances, I insist that Foxen Management Company promptly rectify this situation by rescinding the unwarranted $25 charge and crediting the amount back to my account. Failure to take appropriate action not only violates our rental agreement but also reflects negatively on the company's commitment to fair and ethical business practices.
  
  I anticipate a swift resolution and kindly request written confirmation within 10 business days of receiving this formal complaint. I emphasize that this complaint represents a genuine effort to address the issue and achieve a just resolution.

  Business Response

  Date: 10/30/2023

  Hi ****,

  Thank you for reaching out. After reviewing your account, we found that your Third-Party policy was received on 9/19/2023 and approved on 9/20/2023. As we did not have any record of receiving a policy before that date, you were automatically enrolled into the Foxen Liability Waiver Program, and we assumed the associated risk. If you can please provide documentation demonstrating that you submitted your policy on or before 5/1/2022, we will reimburse your charges.

  If you have any other questions, please email ***************** 

  Thank you, 

  Customer Answer

  Date: 11/03/2023

  I am rejecting this response for the following reason: I presently maintain my own renters insurance and have consistently held insurance coverage independently.

  
  
  **** *******
  **** * **** ***
  ****** ** *****
  
  11/3/2023
  
  ***** ********** *******
  *** * ********** ****
  ********* ** **********
  
  Subject: Formal Complaint – Unjust Renters Insurance Charges
  
  
  To Whom It May Concern,
  
  Thank you for your prompt response to my formal complaint regarding the unjust renters insurance charges. I appreciate your attention to this matter.
  
  I must emphasize that my current lease is from 4/1/23 to 4/1/24. As such, I should not be held responsible for any renters insurance charges incurred before the start of my current lease term. The policy effective date mentioned in your response, 9/19/2023, falls well within my current lease period.
  
  I kindly request that you conduct a thorough review of the documents I have provided to ensure the accuracy of the timeline. I have consistently adhered to the terms of our current rental agreement, and it is crucial that this matter is resolved in accordance with the facts and in a fair manner.
  
  As a responsible tenant, I have maintained renters insurance as required during my current lease period. I trust that you will investigate this matter further and promptly rectify the situation by rescinding the unwarranted $25 charge and crediting the amount back to my account as per our rental agreement.
  
  Should you require any additional documentation or information from my end to support my case, please do not hesitate to let me know. I look forward to a swift and just resolution and kindly request written confirmation within 10 business days of receiving this response.
  
  I remain committed to resolving this issue amicably and efficiently. However, please be aware that I will consider involving relevant authorities or seeking legal assistance if the matter remains unresolved.
  
  Thank you for your cooperation in addressing this issue.
  
  Sincerely,
  **** *******

  Business Response

  Date: 11/15/2023

  Thank you for providing us with a copy of your policy. Could you please share documentation confirming that you attempted to send your policy to Foxen on or before May 1st, 2023?

  Customer Answer

  Date: 11/20/2023

  *************
  
  
  
  Your prompt attention to this matter is crucial, and I trust this message finds you in good health. I am writing to highlight the confirmation of my previously submitted proof of renters insurance, indicating a one-year policy renewal consistent with the previous year's duration. It is essential to emphasize that, in accordance with my current lease agreement, I am obligated to maintain continuous renters insurance coverage.
  
  This written communication serves as a clear and formal request for reimbursement, directed to both you and Foxen Property Management, the entity with which you are currently engaged. I request that the refund be processed promptly and within a time frame that reflects both reasonableness and prudence.
  
  I want to underscore that I have diligently followed all necessary protocols to ensure strict compliance with the terms outlined in my lease agreement. It is crucial to acknowledge that you have been duly notified of my possession of valid and up-to-date renters insurance coverage, as evidenced by the attached documentation.
  
  The consequences of not promptly addressing this matter should not be underestimated. A delay in resolving this issue may compel me to take further actions, potentially escalating the situation to involve allegations of discrimination and harassment. To avoid such complications, I insist on the swift issuance of the reimbursement at your earliest convenience.
  
  Your immediate and undivided attention to this matter is not only expected but imperative. I anticipate your cooperation in expediting the resolution of this pressing issue.
  
  
  Sincerely,
  
  **** *******
  **** * **** *** *****
  ****** ** *****
  

• Initial Complaint

  Date:10/03/2023

  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 need a copy of my declaration page and proof and coverage of insruance. I have left three voicemails, multiple emails with no contact whatsoever from the company. They provide renters insurance to ******** ******** 255 units in ********* *** It been over 1 month.
  They are not responding to me or the building manager.
  The building utilizes this company as an easier way for people to sign up for renters insurance when they sign the lease that way tenants dont have to find /shop for their own renters insurance.

  Business Response

  Date: 10/30/2023

  *******, 

  Thank you for reaching out. You are currently enrolled in the Foxen Liability Waiver Program. It's important to note that Foxen doesn't provide individual insurance policies for each resident since we do not operate under a typical HO4 policy structure. For detailed information about your coverage, I have attached our Foxen Flyer. Additionally, please refer to the Foxen Addendum in your lease for further details.

  If you have any other questions please email ****************

  Customer Answer

  Date: 11/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.

  ###-###-####

  ******, ******* 20693673

  Foxen

  Nov 7, 2023 1:01 PM

  1

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

• Initial Complaint

  Date:09/30/2023

  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 received an e-mail at 10:07 PM on 9-29-23 from Foxen telling me that my renters insurance policy was about to expire on 9-30-23. There is a company that my apartment management company, ******** *********** works with to make sure all the tenants have renters insurance coverage, so on its face, it seemed that it could be legitimate. But the extreme lateness of the notice stuck out to me... 2 hours before the policy expires & auto renews? Plus, I had just paid my renters insurance premium earlier that week with ****** *********, so I knew that Foxen was not my carrier. I'm not sure what their role is with ******** *********** but I reached out to my apartment manager, *** ********* to ask about this issue (though I haven't heard back yet). I e-mailed the address given at the bottom of the e-mail (*****************) the same night I got the e-mail, but the message got rejected & returned to me the next morning. I want to make sure this entity does not enroll me into something fraudulent and doesn't attempt this scam with anybody else. They seem to be posing as this organization that works with ******** *********** but I'm not sure how they are connected.

  Business Response

  Date: 10/30/2023

  *****, 

  Thank you for reaching out. We received your policy renewal on 01/03/2023, and it was approved. There are no charges on your account.

  If you have any questions, please email ***************** 

  Customer Answer

  Date: 10/30/2023

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

• Initial Complaint

  Date:09/27/2023

  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 have had renters insurance since day 1 of renting. I just got a message that Foxen has been charging our account $14 the past two months, even though I have my insurance uploaded through my rental companies account, and am well over the required liability insurance. I'm not sure how they can suddenly decide to charge me, after having the same renters insurance for months.

  Business Response

  Date: 11/15/2023

  Hi *****, 

  Thank you for reaching out. After reviewing your account, I observed that you uploaded your Third-Party policy to ********, however it was not submitted to Foxen. Please send us a copy of your policy and we will proceed with the necessary credit. A friendly reminder, your policy must meet all our requirements for approval. For guidance, please review the attached Foxen Flyer. 

  Thank you, 

• Initial Complaint

  Date:09/22/2023

  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.

  Since June of this year this company keeps charging me for renters insurance that I already have and have provided to them back in April of 2023. I am unable to contact anyone from this company they will not return calls or emails and I never authorized these charges. If this can’t be resolved and they will not contact me I will be filing suit in small claims court.

  Business Response

  Date: 10/12/2023

  Thank you for your inquiry. We have reviewed your account and found that your policy was initially received on September 22, 2023. However, it was rejected on September 25, 2023, due to missing additional interest on your policy. Subsequently, we received your updated policy on October 9, 2023, which was approved. As a result, you were granted a prorated credit of $12.13. If you can provide evidence of your submission, which met all compliance requirements, in April 2023, we will process refunds for the previous payments. 

  If you have any questions, please continue to email *****************

• Initial Complaint

  Date:09/21/2023

  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.

  My landlord out sourced renters insurance to Foxen located there in Columbus OH The start of Sept I uploaded my renters insurance for Aug & Sept and then Oct 23 to Oct 24 and since they are still charging me the $14 a month I uploaded the insurance form again this Monday the 18th. All 5 times the last panel is "Success If your policy is not approved Foxen will be in touch with you soon" they failed to notify me it wasn't approved yet they still are charging me $14 a month. I just checked and for Oct my landlord is still collecting the $14. I emailed Foxen with no reply. I called Foxen twice they put me on hold for 9 and 7 minutes then saying there is no one to take my call leave a message which I have yet they have not called me back So they don't answer my email don't answer my calls they are incompetent on purpose to collect my $14 a month. I want them to stop billing me the $14 a month off my rent and I want my $28 back. Thank you

  Customer Answer

  Date: 09/22/2023

  They want to property name and the apartment complex I live at *** ****** **** **** **** ******* ** *****

  Business Response

  Date: 10/30/2023

  Hi ******,

  Thank you for reaching out. After reviewing your account, it appears that we received your policy on 9/25/2023, and it was approved on 9/26/2023. You were credited back a pro rated amount of $2.33 on 9/26. I went ahead and credited you back the other $11.67. 

  Please review your account, and if you have any questions email [email protected].

  Customer Answer

  Date: 11/01/2023

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

• Initial Complaint

  Date:09/20/2023

  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 is charging people here $14 and hiding the charge so we can't know we are being charged and it's unfair, superfluous. The people that do have insurance have no way of knowing they are charging us $14 extra. They are a fraudulent company and don't answer the phone, there is not signature, no policy and don't have the right to charge people if they don't have insurance. I gave them the declaration page and they do not accept it. We can't talk to the company so it is impossible to get any communication with them.
  
  I want them to take off the charges and refund me my money.

  Business Response

  Date: 10/30/2023

  Hi ****,

  Thank you for reaching out. After reviewing your account, I found that you were enrolled in the Foxen Liability Waiver Program on your move-in date, which was 5/23/2023, and a pro rated amount of $4.06 was charged for this. Subsequently, Foxen received your third-party policy on 9/25/2023. Unfortunately, the initial submission was rejected because the policy did not list the Property Name as an additional Interest/Interested Party. 

  However, on 10/05/2023, we received the updated policy, and it was approved. As a result, you were credited $28 on the same day. 

  If you can provide proof that you submitted your policy on or before your move-in date (5/23/2023), we will be able to process a credit refund for you.