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:09/18/2023

  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 being charged for insurance (14.00 a month! I submitted everything they needed for my own ins. I didn't want theirs. Seems they had be been changing me since Feb. I've tried to contact them to no avail. Don't get a raw person left 5 different messages,also left message on live chat(no response. Help!!!

  My apt name is *** ******** ** **** ***** ***** ***** *** ***** **** * ****
  

  Business Response

  Date: 01/15/2024

  Hi ******, 

  Thank you for reaching out. I have reviewed your account and see your policy was approved on 1/12/2024 and there are currently no charges from Foxen on your account.

  If you observe any discrepancies, please email us at ************ and we will rectify the situation accordingly. 

  Thank you, 

• Initial Complaint

  Date:09/15/2023

  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 is unlawfully charging our student’s rental account for insurance after our private policy has been approved. We did not request their services, nor did we sign an agreement for their services. We provided our own policy, which was approved, but they continue to levy charges anyway. We have called Foxen multiple times, no one ever answers, you can only leave a voicemail. They do not return calls and they do not respond to help emails. The rental office has also requested them to remove the charges and Foxen is ignoring the rental office, as well.

  Business Response

  Date: 01/15/2024

  Hi ****,

  Thank you for reaching out. In researching your account, I see that the policy was approved on 8/28/23 and you had received a $28 credit. Presently, I see no other charges on your account. 

  If you have any question, please email [email protected] 

  Thank you, 

   

   

  Customer Answer

  Date: 01/17/2024

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

• Initial Complaint

  Date:09/14/2023

  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.

  On 8/17/23, Foxen sent an email stating my daughters renters insurance for her apartment in ********* ** was approved and she would be unenrolled from their ******** ******* *******. 8/1/23 is when she was automatically enrolled into this program at the beginning of her lease. She was charged the monthly fee of $14.00 for Sept which her apartment keeps harassing us to pay. She is due to be refunded from August 17th and they need to communicate with the apartment complex that she has been unenrolled. I have also sent an email to **************** on 9/7 and have not received a response.

  Business Response

  Date: 01/15/2024

  Hi ****, 

  After reviewing your daughters account, I can confirm her policy was approved on 8/15/23 and she was credited back $28. Presently, I see no other charges on her account. 

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

• Initial Complaint

  Date:09/14/2023

  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 email reply from Foxen stating that I did not have enough liability insurance. My leasing office goes through this company for residents who do not have renter's insurance. I have had renters insurance since the 1st day I moved into ***** ********** here in St. Louis Missouri for the past few years years with ***** ****. I'm not sure why it's coercied for residents to go through Foxen for Renters insurance. However, I have been charged $14 extra a month when I already have insurance with another insurance Carrier in the ***** of Missouri. It's not mandatory for renters insurance by the *****, however, the property management can require it.
  That's not the issue. The issue is that this company is unlawfully charging insurance for those who are already insured by the ***** of Missouri.

   

  Waterford  Manor
  748 Overlook  Circle  Drive,  Unit J

  Business Response

  Date: 09/19/2023

  Thank you for
  reaching out. In researching your account, your policy has now been approved and we have credited back $62.32 to your ledger. 
  
  If you have any
  questions, please email *****************

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. And wish that going forward,  Foxen will make sure whatever they're charging is included in the invoice for their customers. This will keep down a lot of confusion.  Because I could not figure out the charges, I had to get it resolved through my Leasing office.

  I would also request that my information is out of their database, so that I am not going through this again next year.

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

• Initial Complaint

  Date:09/11/2023

  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.

  Frozen charged me a $14 renters insurance every month on green street portal. They can waive the charge if I upload the proof of insurance from other company. However, my roommate uploaded it two month ago with both our names on it. I also uploaded it last week and it has been five business days. Last month when I called Foxen, they said the proof of insurance has been approved and they reversed $14 dollars charge back but this month a new $14 has been charged. I tried to call them at least ten times and sent several emails but I did not get any response from them.

  Business Response

  Date: 01/15/2024

  Hi ******, 

  Thank you for reaching out. After reviewing your account, I see the policy was approved on 9/13/23 and Foxen credited back $42 to your account. 

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

  Thank you,

• Initial Complaint

  Date:09/07/2023

  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.

  Just like every other complaint regarding renters insurance, i have been forced to pay an extra $14 every month for months now. I have provided them with insurance papers for my progressive renters insurance which included foxen in it as required. I know I am not the only one. They do not answer the phone and have even threatened their customers stating that if they email foxen, that they will be moved to the end of the list and that they will be forced to pay the extra amount no matter what. This is a horrible company and should not be in business. I wouldn't be surprised if this turned into a class action law suit. I want my money back.

   

  ********* ********** in fargo north dakota. Apartment number ***

  Business Response

  Date: 09/21/2023

  Thank you for contacting us. We have reviewed your account history and found that your *********** policy submission through our website on September 8th, 2023, was approved on September 13th, 2023. We emailed you confirmation of approval on September 13th, 2023. Attached to this message is a copy of the Property Liability Requirement Letter that was distributed by your property in April, announcing Pine***** *********’s partnership with Foxen to all current residents effective May 1st, 2023. The $14 previous charges were valid as we had not received a compliant third-party by May 1st.
  
  You were given a $10.27 prorated credit on your ledger once your policy had been approved. The liability waiver has been removed effective September 13th, 2023, and you will not be charged unless we’re notified of a lapse in coverage with your current coverage provider.

  Thank you

• Initial Complaint

  Date:09/07/2023

  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.

  Foxen Liability Insurance and **** ** are a scam trying to bilk $14 a month plus late fees for insurance I don't need. Foxen has had my current insurers policy for 3 months with no response and **** ** has had it since it was put in place in Oct 2022. Despite that they continue to charge fees and do not respond to email or phone calls any longer. I was told by **** ** that Foxen needs to remove charge then they will credit late fees but nothing happens. Foxen has acknowledged receiving my policy several months ago but continue to bill me through ****. My policy is above and beyond the minimal compliance. Also, I've had this policy in place since Oct 2022 but they just started charging me in May of 2023. Cannot get a hold of anyone at Foxen and ****** just goes to voicemail. This is a huge scam and I also received NO notice from either **** or Foxen about adding these charges. **** says they sent a letter "sometime in 2022" but cannot tell me when or who it was sent to. It was not sent to me.
  
  Both companies are perpetuating scams on renters and trying to take advantage of people. The lack of response and the fact that after months they do not acknowledge my insurance and remove both the monthly charge and late charges tells me they are unethical or completely incompetent. **** at least acknowledges that my policy is well within compliance but refuses to do anything and blames it on Foxen. Foxen just continues to try and scam money from people.

   

  The management company is **** ** ***.  My address is **** * *** ** **** *********** ** ****7 and it is the ******** ***********  This is a single unit I am renting from the owner only and not an apartment community

  Business Response

  Date: 09/19/2023

  Hi ***,

  Thank you for contacting us. We have reviewed your account history and found that your ***** **** Insurance policy submission through [email protected] on July 13th, 2023, was rejected because it was missing the required additional interest with Columbus PO Box.
  
  We received your updated policy on September 7th, 2023, which met compliance requirements of your property's Resident Liability Requirement. The liability waiver charge has been removed effective September 15th, 2023.
  
  The $14 previous charges were due to not receiving a policy that met the requirements set forth by your property's liability requirements for residency. 
  
  Regarding the late fees on your **** ** account, please note that **** ** collected the liability waiver payments along with your rent-related charges monthly. Foxen is not involved with late fees that may have occurred on your account.
  
  If you have any additional questions, please reach out to *****************

  Customer Answer

  Date: 09/26/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20568309
  
  
  
   Foxen has acted in bad faith from the beginning.  I sent documentation several months ago and only received the response telling me not to send any follow up email (see attached).  I also tried calling but just get "too many calls" message and no way to speak to a live person.  They did absolutely nothing for over 3 months until I filed this complaint.  Then they responded in two days and also had someone specific respond and provide a direct line.   At the very least they need to remove any of these fraudulent charges back to June when I first submitted documentation to tell me if anything else was needed as I would have responded the same day.  Why could they not respond in over 3 months?  I have been going through cancer surgery and treatment so have been incapacitated - what is their excuse for zero response of any king.  If they were acting in good faith they would have responded sometime within the past three months.  Can't believe they are that poorly staffed especially as they responded within 2 days once I filed a complaint.  I reject their response because they are an unethical, if legal, company and they continue to act in bad faith.  It's the principle as the amount is small but it's not right for them to be rewarded for poor and unethical business practices.   
  
  
  
  Regards,
  
  
  
  *** ******

  Business Response

  Date: 01/15/2024

  Hi ***,

  I have attached a screenshot of your ledger, indicating only two $14 charges on your account. As mentioned earlier, we received your updated policy on September 7th,2023, which complied with your property's Resident Liability Requirement. The Liability waiver charge was removed effective September 15th, 2023. The previous $14 charges were a result of not receiving a policy that met your property's residency liability requirement.

   

  Customer Answer

  Date: 01/17/2024

  I ended up paying several months as a nusiance and because of how unethical and sleazy a business Foxen is.  They are a scam to get money and not to protect anyone - landlord or tenant.  Their entire business model is to make it very difficult to deal with them and the lack of communication and response shows this is a feature not a bug of the way they do business.  Also the fact that they only respond or address an issue when a BBB complaint is filed shows they are not interested in ethical business practices and they are not operating in good faith.  Foxen and everyone who works for them are scum and scammers.
  
  
  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:09/05/2023

  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.

  We lost hundreds of dollars worth of food due to a power outage in our building along with corrupted electronics. Our building manager directed us to our renters insurance to handle the expenses.

  Business Response

  Date: 01/15/2024

  ********,

  Thank you for reaching out. Can you kindly complete the attached incident report and then forward it to ****************? 

  Thank you, 

   

• Initial Complaint

  Date:09/05/2023

  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.

  Foxen has once again charged me for renters' insurance on September 1, 2023, despite the following:
  I uploaded documentation for my ******** Renters Insurance to the IRT resident portal on June 30, 2023 ***** ******* even complimented me on getting it turned in so early).
  I received an email from Foxen threatening me with enrollment in their program on Sunday, August 20, 2023, which demonstrates a complete lack of coordination between *** and Foxen.
  I uploaded the same documentation of the ******** policy to the Foxen portal on August 20, 2023.
  I emailed all Foxen, as well as ******** ****** ********* and **** ******* (local Property Manager) on August 20, 2023, regarding the threat from Foxen to enroll me in this program AGAIN and warned that if I was ever threatened with unlawful enrollment in this program again, I would coordinate a class action lawsuit. My email was COMPLETELY ignored with not a single response from anyone.
  I received confirmation of acceptance of the ******** policy from Foxen on August 23, 2023.
  Not only did the unlawful enrollment occur AGAIN, but an unlawful draft from my bank account that includes this charge has once AGAIN occurred. This time, I will not simply settle for reimbursement for the $9.18 charge or any associated fees. They did the same thing two years ago which resulted in several overdrafts on my bank account.
  I see that I am just one in a million here who have the same complaint. A class action lawsuit will not be difficult to initiate.

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

  Business Response

  Date: 01/15/2024

  Hi *******,

  Thank you for reaching out. In researching your account, I see the policy was approved on 8/20/23 and you were refunded the pro-rated charge of $9.18 for September. Additionally, credits were issued for charges from May to August. There haven't been any other charges applied to your account. 

  For further inquires, please contact us at **************** 

  Thank you, 

  Customer Answer

  Date: 01/26/2024

  I previously provided the proof of my ******** policy to Foxen and *** on 6/23/23. Therefore, there is no reason why it should have taken until 8/20/23 for the policy to be approved and to prevent the charge in August/September. I have requested a corrective action plan on multiple occasions to ensure this same scenario will not occur in August 2024, and have not received anything or any assurances that it will not occur again. Until such time as I receive a corrective action plan in writing, I will not accept this response.
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 02/19/2024

  Foxen has a Resident Support team monitoring all emails sent to [email protected]. Your approved renters insurance policy is set to expired on 8/20/2024. Should you choose to renew, kindly send your renewal on the day you receive it from ********. This will guarantee a 100% confirmation of its receipt. Foxen will send a confirmation email to inform you once we have received it. Following the review, an email will be sent to *******.******************** You can submit your policy through Foxen.com or send it to **************** and Cc ********************, as she is a Customer Success Lead here at Foxen. 

  Thank you, 

  Customer Answer

  Date: 02/21/2024

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

  I am also forwarding this corrective action response from Foxen to the U.S. Attorney's Office in Oklahoma City as documentation to support any action that may be required if this plan is not actually implemented. 

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

• Initial Complaint

  Date:08/21/2023

  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.

  I could just copy and paste the other complaints here. We have also experienced Foxen telling our landlord that we have insurance charges due. We have supplied proof of insurance at least 3 times and they have acknowledged receipt. This company has become harder and harder to contact as the number to contact them is no longer available on their site and their email has disappeared as well. I would avoid renting from anyone that uses this company to provide insurance for renters. Everything about them feels like a scam.

  Business Response

  Date: 01/15/2024

  Hi ****,

  We apologize for the delay in getting back to you. 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: 01/17/2024

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