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:08/09/2023

  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.

  This business has been charging my rental account 14.00 per month for lasp in renters insurance even though I have had coverage through state farm since I signed my lease,this is fraudulent ,I've tried numerous times to get them to send a document saying my insurance had lasp and they will not respond ,continue to charge 14.00 dollars to my rental account

  Business Response

  Date: 08/18/2023

  Hi *******,
  
  Thank you for contacting Foxen. Your policy is still missing one of our compliance requirements to opt out of our waiver program. Please request your insurance provider to add your property as an additional interest/interested party on your policy as follows and send us the updated copy:
  
  ********* ** ******
  ** *** *****
  ********* ** *****
  
  Please note that Foxen is willing to work with ********* ** ****** to credit back $98 once we receive confirmation that ********* ** ****** is listed as an interested party as requested above. 
  
  Thank you, 

• Initial Complaint

  Date:08/03/2023

  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.

  Foxen Rental Insurance continues to charge rental insurance even after providing proof of insurance. They do not respond to email or phone calls.

  Business Response

  Date: 08/14/2023

  Hi *****,
  
  Thank you for reaching out. We
  strive to ensure that all our customers’ residents are satisfied. We are
  currently looking into your account and will be in touch shortly.

  We greatly
  appreciate your patience and understanding during this time.

• Initial Complaint

  Date:08/02/2023

  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.

  has been charging me 14 a month on renters ins and i have ins they havent refunded my account and keeps charging it

  Business Response

  Date: 08/14/2023

  Hi *****, 
  
  Thank you for reaching out. In researching your account, I found your third-party policy met your property's liability requirement on 8/4/2023, and you were credited back $56. 
  
  If you have any questions, please email *****************

  Thank you, 

• Initial Complaint

  Date:08/02/2023

  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 charges me for insurance when I already buy my own renters insurance. This is the second month i have been forced to pay for insurance that I do not need. I have reached out to the company through phone calls and emails to get the situation resolved only to hit a brick wall . No communication from the company and our rental office ***** ** ******* **** *** management has told me just to pay it. I never asked for this , and have provided proof of insurance the past 9 years I have lived here . FOXEN did this a year ago to me and got an extra 65.00 out of me that I was forced to pay and now was charged for the past two months again this year. The real problem is not only being charged for something I didnt ask for , changes to my lease made by these people but the utter lack of communication on the part of this company and my apartments to correct the situation. I have my own renters insurance.

  Business Response

  Date: 08/14/2023

  Hi *****,
  
  Thank you for reaching out. In researching your account, your policy was approved on 8/3/2023 and we have credited back in the amount of $92.10.
  
  If you have any questions, please email *****************
  
  Thank you,

• Initial Complaint

  Date:08/01/2023

  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 was told to upload my proof of insurance by my student living facility to Foxen. They did not have the location in their system. Then, I was told to email them. Then, got denied. I have made the correct changes, but did not receive a response back. I tried calling today and got no response. It has been 10 days for something so simple. I’ve already had to pay for Foxen’s insurance in August even though I have my own already, but they either delay responses or do not answer calls. The instructions they give are not helpful either, I would like to speak to an actual representative on the phone or via email. I am not going to chase down a company to accept my renter’s insurance for the next month. Answer your customers, thanks.

  Business Response

  Date: 08/14/2023

  Hi ******,

  Thank you for reaching out. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, I found that your policy was approved on 8/14/2023 and you were credited back $15.

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

• Initial Complaint

  Date:07/19/2023

  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 find an insurance claim for my damages property in June and I haven’t heard anything from their company after numerous calls and emails.
  
  I would like an update on my claim. I’ve heard horror stories from other tenants that nothing was ever resolved which means we are paying insurance for absolutely no reason which is illegal.

  Business Response

  Date: 08/01/2023

  Hi *****,
  
  Thank you for reaching
  out. The adjuster last reached out to you via email on 7/28/2023 and is
  awaiting a response.  If you have questions,
  please contact the adjuster at ###-###-#### to expedite this inquiry. 

  Customer Answer

  Date: 08/01/2023

  I initially filed this claim 6/12/23.  It is now going on two months.  I have submitted all the required documentation that was requested of me and  I did this the same day that it was requested so I am not sure why you are showing they are awaiting my response.  I have had no further contact from the adjuster after I submitted the requested documents. I called the number listed and no response. 

  
  

  Business Response

  Date: 08/14/2023

  Hi *****,

  I am confirming your claim has been paid out on 8/2/2023.

  If you have questions, please contact ###-###-####.

  Customer Answer

  Date: 08/15/2023

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

• Initial Complaint

  Date:07/03/2023

  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 have been unsubscribed from their rentistry program since July 2022 and they have charged me 8 dollars every month on my rent I would like them to refund me the entire amount (96 dollar's) that they have stolen from me.

  Business Response

  Date: 08/23/2023

  Hi *******, 

  Thank you for
  reaching out. In researching your account, your Rentistry Unenrollment Form was received and we credited $96 to your account.
  
  If you have any
  questions, please email [email protected]
  
  Thank you,

• Initial Complaint

  Date:06/27/2023

  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.

  Company continues to charge for renters insurance despite proof of coverage since November 2022. Company will not respond to requests over email or phone to remediate the solution. I have reached out for months to receive refunds for all of the additional charges with no success.

  Business Response

  Date: 08/23/2023

  Hi *******,
  
  Thank you for reaching out. In researching your account, your policy was approved on 6/26/2023, and were credited back $165 for the months of 8/2022 to 6/2023.
  
  If you have any questions, please reach out to ****************
  
  Thank you, 

  Customer Answer

  Date: 08/30/2023

  the listed amount was never credited back to the account. I have posted screen shots of the account as proof. I waited 6 days for the refund to credit. 
  
  
  
  Regards,
  
  
  
  ******* ********

  Business Response

  Date: 09/19/2023

  Hi *******,

  Thank you for reaching out. In researching your account, I see your policy was received and approved by Foxen on 6/26/2023. You had received a $45 credit on 06/2023 and then I went ahead and credited back another $165 on 9/19/2023.

  If you have any questions, please email [email protected].

  .

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:06/13/2023

  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.

  I have always had renters insurance. Foxen first said my renters insurance was expiring June 10, then June 12th. I uploaded my proof of insurance through ***** **** to Foxen. My insurance doesn't expire until December 2023. Foxen accepted my uploaded document. My property management company also uploaded my proof of insurance. Later that month, I was still charged for Foxen's insurance.

  Business Response

  Date: 09/19/2023

  Hi *********, 

  Thank you for reaching out. After reviewing your account at Sunset Ridge, your policy was approved, and the damage liability waiver charge was reversed in your ledger on 6/12/2023.

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

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into ******** ***** ********** on 8/11/2022 was told I have to have rental insurance, so I added rental insurance to my policy with my vehicle. (As of 9/1/2022). I took my policy from ***** **** for proof of insurance as instructed by ******** *****, Then on 1/10/2023 there was a water leak on the 3rd floor over my apartment leaked into my apt. After I took my policy (showed) to the apt Mgr (******) I was told  wouldn't be charged for insurance anymore. The apt. mgr. (******) gave me a form to file a claim with Foxen. I never received a policy nor was I informed I had been paying for Foxen Insurance but I was still being charged after being told I would not be charged again. So for 6 months I was being charged for insurance that I did not need. Again I never received a policy. Then I found out they would not cover the damage to my property or hotel stay, plus in order to get a refund for paying insurance for 6 months, I need to contact Foxen. After several attempts and leaving messages no one has ever called me back or refunded my money. All my messages have been ignored for 10 months. According to my calculations I am owed $138.00 from 9/1/23 until 1/1/23. 

  Business Response

  Date: 09/19/2023

  Hi *******, 

  Thank you for reaching out. After researching your account, your policy was approved on 9/12/2022 and were credited back $58.48 for 9/1/2022-1/1/2023. Since your ***** **** policy was first in effect on September 1st, you were enrolled into the Foxen Liability Waiver Program for August 2022 and did not receive a credit back for that month. 

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

  Customer Answer

  Date: 09/20/2023

  I was told by ****** the exmgr. And ******** in corporate that I was insured in January when my apartment flooded that I was paying for Foxen insurance with them and it only covered fire damage to the apartment, also I have kept emails from those people after I found out they were not credible. All this time I was told by ******** ***** they had not received a copy of my policy that’s why they kept charging me when I kept telling them that I showed them my declaration page letting them know I was insured with ***** ****. They were buying time by charging me extra on my rent for six months and would never credit my account. I called Foxen several times all the wile leaving them messages but never have I received a return phone call. Those people can not be trusted. I found out that they were charging me a fifty a month for renevation fee for the damages to the apartment that was caused by the pipes freezing on the third floor, which was not my fault, I wasn’t even at home at the time, they called me to let me know what had happened. They owe me for six months of insurance payments. At the rate of 58 dollars plus and money back for other things.

   

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

  Business Response

  Date: 10/23/2023

  Hello *******,

  We kindly request a copy of your third-party policy that was in effect on May 1, 2023, coinciding with the Insurance Compliance Letter date of ******** ***** with Foxen. Upon receipt of the policy, we will conduct a review to ensure it complies with all of Foxen's requirements.

  Thank you,

  Customer Answer

  Date: 10/30/2023

  I will contact my insurance company and have that sent to you asap. Also there was an error in my calculations I am owed  350.88 from Foxen for six months of insurance that I had with ***** ****. This will be the sixth time I have provided you with the same information. According to you I was paid 58.48 for only one month when in fact I paid that for six months. Not to mention the over payment in rent that was not credited to my account.

  Business Response

  Date: 01/15/2024

  Hi ****,

  I have attached all Foxen charges on your ledger. There remains a pro-rated charge of $9.35 on your account. This is due to your move-in date being 8/12/2022, and the attached policy began in September. As a result, Foxen covered you from 8/12/2022 to 9/1/2022.

   

  Customer Answer

  Date: 01/25/2024

  You guys are still trying to extort money from me. When you owe me for six months of insurance knowing I already had insurance. 58.48 was not credited to my account and you guys know it was not. Show me where and when it was credited to me. I did not get that credit. No credit was applied to my rent. Nor did I receive a check r money order in the mail, so again how was the credit applied.