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:06/07/2023

  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.

  I moved into my current apartment complex in September of 2022, and I have had my own renters insurance policy since I moved in - which I DID provide proof of.
  
  Since November of 2022 I’ve been charged $35 a month via my rent portal for Foxen renters insurance that I do not need and did not ask for. My own policy has never been in danger of being cancelled, and to date is still current.
  
  I’ve reached out to my leasing office about getting the charges taken off and refunded for the now 6 months I’ve been charged, and they directed me to reach out to Foxen. I did that, and I have received no reply.

  Business Response

  Date: 08/23/2023

  Hi ***,
  
  Thank you for reaching out. In researching your account, your policy was approved on 6/15/2023, and were credited back the $210.
  
  If you have any questions, please reach out to **************** 

  Customer Answer

  Date: 08/23/2023

  I was not credited back anything from Foxen.
  
  
  
  Regards,
  
  
  
  *** ********

  Business Response

  Date: 09/19/2023

  Hi ***, 

  Thank you for reaching out. In researching your account, your policy was approved on 6/15/2223, and you were credited back the $210. 

  If you have any questions, please reach out to ***************** 

  Customer Answer

  Date: 10/04/2023

  *************
  
  Hello! 
  
  I received a response from y'all stating that my complaint has been closed. I was not notified that Foxen responded. 
  
  In their response, they stated I was credited. I was not credited anything from Foxen, and I would like clarification as to where those funds were credited back to. My bank statements show nothing from them, and if they went to the front office I need to know so I can take it up with *** ******. 
  
  Thank you!

  Business Response

  Date: 10/30/2023

  Hi ***, 

  Yes, I can confirm that we credited your account with the property. Please send an email to your property manager and Cc **************** so we can ensure it has been received.

  Thank you, 

• Initial Complaint

  Date:05/02/2023

  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.

  Foxen refuses to issue a refund for a service. My apartment requires me to use them as proof of insurance. I upload it in February that we use a different company for our insurance. On May 1st, I go to pay rent and see two charges from Foxen. I reach out to them about it and they tell me what changes I need to tell my insurance company to add and they do. I upload the correct documents on May 1st and May 2nd a total of 6 times including emailing them the document. I still haven't got a resolution but they keep saying it was rejected in the past and to make the same change. You can't reach anyone on the phone either. This company is horrible and scams.

  Business Response

  Date: 08/22/2023

  Hi ******* *****,
  
  Thank you for reaching out. In researching your account, your policy was approved on 5/2/2023 and were credited back $28 for April and May charges. Your policy on file expired on 7/21/2023 and we have not received the renewal policy so you are currently enrolled in your property's Damage Liability Waiver Program.
  
  If you renewed your policy, please send your 2023-2024 policy to ****************. Once received, we will credit back your July and August charges totaling $28. 
  
  If you have any further questions, please reach out to ****************
  
  Thank you, 

• Initial Complaint

  Date:04/06/2023

  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 community changed management companies from *** ****** *********** to *** ******** **********. When this change happened, the new Management Company enrolled me into a Renter's Insurance Liability program with FOXEN products. No one at the time, within Management, verified if the Tenants had pre-existing insurance coverage with the prior management company of the community.
  

  
  On March 28, 2022, I purchased insurance through the previous Property Management with ePremium and paid for a full year of Coverage for April 2022-April 2023 in the amount of $214.00. Beginning May 2022, I was also being charged an additional $12 a month for Insurance through Foxen. That total has reached $132.00, before I was advised by the leasing team why I was being charged for *****
  

  
  The leasing team advised me to contact FOXEN, to get those fees back dated and refunded because I was dually enrolled/covered. FOXEN has been refusing to refund the $132.00 payment that was erroneously charged. Instead, they have only refunded the amount owed due to the date of my notification, which was March 14, 2023, in the amount of $24. The amount was for March and April.
  

  
  The Customer Success Manager at Foxen, ****** ****** has been refusing the refund advising that I did not notify their company in the beginning (May 2022) so that the fee isn't charged. She also stated that I should have received an email notification on how to notify their company that I already had insurance, so that I am not charged monthly for their involuntary liability program. Although she states that I should have received notification via email, I DID NOT.

  I do not even have any Policy Documents from their company advising me of Policy Limits or Proof of Coverage from that time. My email was not registered with the New Management Company at the time.
  
  There is no phone to verbally reach anyone, email communication takes a week for a response.
  

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

  Business Response

  Date: 08/18/2023

  Hi ********, 
  
  Thank you for reaching out. In researching your account, your policy was uploaded on 3/14/2023 and it was rejected by Foxen on 3/16/2023, due to the policy not listing the Properties Name and Columbus PO BOX as an Additional Interest/Interested Party.
  
  On 3/17/2023, we received the updated policy, it was approved on 3/22/2023, and you were credited back $132.
  
  If you have any questions, please email *****************

• Initial Complaint

  Date:12/27/2022

  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.

  They keep billig me depite me cancellig because we "never gave them the right forms". I and my new insurance company have sent them over multiple times nd they still keep billing me.

  Business Response

  Date: 01/17/2023

  We apologize for the frustration our Tenant Legal
  Liability Program has brought you. 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, your third party policy was received and approved on December 9th. It appears at that time, a $14.50 credit for December's charge was applied to your account with your apartment community. As a courtesy, an additional credit of $29 was applied on 1/12/23 to reverse the amount you were charged in October and November as well. We strive to make
  sure our customer's residents are satisfied and believe we appropriately managed your
  account. If you still have questions, please contact your Property Manager and
  we will work with them to make sure the issue is resolved. 

• Initial Complaint

  Date:12/01/2022

  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.

  The apartment complex requires renters insurance. I have provided valid documentation of my insurance two times. They continue to refuse to accept it and are charging me for their insurance, which I refuse to pay for and charging late fees because I refuse to pay their renter insurance.

  Business Response

  Date: 01/17/2023

  We apologize for the frustration our Tenant Legal Liability
  Program has brought you. 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, it appears your original policy was received &
  rejected on 11/22/2022 due to the additional interest being listed incorrectly.
  An email notification regarding the requirements needed to approve your policy was
  sent to **********@yahoo.com on the 22nd as well. On 12/06/22 we received and approved your updated
  policy. Additionally, it appears the only charge you received for the waiver
  program was on 12/1/22 which was immediately reversed and 12/1 as well. We strive
  to make sure our customer's residents are satisfied and believe we
  appropriately managed your account. If you still have questions, please contact
  your Property Manager and we will work with them to make sure the issue is
  resolved. 

  Customer Answer

  Date: 01/26/2023

  I provided proof of insurance before I moved in!! I have Always carried renters insurance. They just play their little games to get more money from tenants! Trying to charge a tenant for insurance and adding late fees is just another one of their SCAMS!

  I have vacated  this property as my lease ended and will leave reviews all over social media to warn people.

  Business Response

  Date: 08/18/2023

  Hi ******
  
  Thank you for bringing this to our attention. In researching your account, we approved the policy on 12/7/2022 and provided a credit of $14 on 12/1/2022.
  
  If you have any questions, please email [email protected].
  
  Thank you,

• Initial Complaint

  Date:12/01/2022

  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.

  So this company along with the company that hired them ***** ********* is willfully illegally accessing my personal information and sharing it without consent.

  
  In order to be eligible for this service it clearly states on the website you must have a written lease agreement. however, the company who Acquired Foxen’s Services (********* *****) I have never signed a lease with nor have they inherited a lease. They legit have no consent to access my personal sensitive information I’m very confused at how they are so willingly ready to break the law.

  As you see in the support of documents that I uploaded. I reached out to Foxen in several times with absolutely no reply they have the phone set up with a voicemail so that people cannot get through to speak to a human and actually get results as well as proceeding to report on my credit without providing me proof of a signature from a written lease giving them the right .

  I do plan to take action. however, I’m taking step-by-step to provide a paper trail of how I gave them the opportunity to correct themselves and they chose to disregard the FCRA. I have never been on a leases, never given consent for foxen to have access to my personal information let alone to report on my credit when I’ve never signed a damn thing with either company involved this.

  if this doesn’t prompt response from the company i just will continue to escalate. They think it’s legal and ethical to randomly report on someone’s credit without consent.

  I’m not even on a lease never have Been meaning if I was on a lease I would have signed consent for any terms including Foxen as an amenity. so if not that means Foxen does not have the right.

  I’m not going anywhere every single day I will be making a review, a report reaching out to some type of organization to get the results I need.

  Business Response

  Date: 08/23/2023

  Hello,

  This BBB inquiry was resolved offline and if they have any other questions to reach out to [email protected].

  Thank you,

  Customer Answer

  Date: 08/25/2023

  that had a negative effect on me. To say it was resolved off line when I disputed it off my credit for FRAUDULENTLY reporting in the first place only then you all was forced to remove it!!!! The nonchalant response to it all is sickening. I will be back here and with my lawyer if you all ever bother me again.! 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:11/29/2022

  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.

  got a memo from landlord stating 45.00 due immediately for insurance with foxen was not aware insurance was in effect,
  have my own insurance was told it was up to tenant to inform foxen insurance i have my own insurance i have no desire for foxen insurance have not received correspondence from foxen uploaded insurance coverage office also received copy fro my insurance company just want foxen to remove me from their insurance since i never agreed or wasn't notified i was enrolled

  Business Response

  Date: 01/17/2023

  We apologize for the frustration our Tenant Legal Liability
  Program has brought you. 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, you should have received the attached notice from your
  leasing office around June or July regarding the steps needed to not be
  enrolled in the waiver program by the deadline of 8/1/2022. Since Foxen did not
  receive a policy for you until December 5th, you were enrolled in
  the waiver program for the months of August – November. However, as a courtesy,
  your account with your apartment community has a $45 credit to reverse the
  waiver fees you were charged within that time frame. Please allow up to 24
  hours for the credit to appear on your account with **** ****** **********. We
  strive to make sure our customer's residents are satisfied and believe we
  appropriately managed your account. If you still have questions, please contact
  your Property Manager and we will work with them to make sure the issue is
  resolved. 

• Initial Complaint

  Date:11/14/2022

  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 appears to be fraudulent. I have tried to call and email them on multiple occasions to receive a refund for an unfounded charge, but they never answer the phone, return voicemails or respond to email requests.
  
  Foxen is a service utilized by my apartment building, ***** ** ***** *******. Under previous ownership and management we were required to use Foxen. New ownership of the building took place around July 2022 that no longer requires us to use Foxen upon renewing our lease or being a new tenant. If using my own 3rd party Rental Insurance, I was required by my apartment's management to submit it to them prior to my lease renewal of September 17th, 2022. I did accordingly and submitted my 3rd party insurance as of August 19th, 2022. I then received an email from management, who submitted it to Foxen, saying that it was "received and updated."
  
  However, upon reviewing my rent charges for my bill due October 1st, 2022, I saw that I had another charge from Foxen for $10. I spoke to my apartment's management and they told me to submit it directly to Foxen again, although I already submitted previously to management who submitted it to them on August 19th, 2022. From there, Foxen would then remove the charge, because it is from them, so apartment management was not able to refund me.
  
  October 27th, 2022, I then emailed [email protected], per what they stated on their phone recording, since they NEVER answer their phone, with proof of my insurance again with the date it was initiated and I asked for a refund of the illegitimate charge. October 28th, 2022 Foxen responded with an approval email of my insurance, but stated nothing about refunding my money. I have emailed them twice since then, including my apartment manager emailing them herself, November 9th and November 10th and they have ignored both my inquiries. Who knows how many people they are stealing $10 or more from on a monthly basis. It makes them a lot of money.
  
  I would like them to refund my $10.

  Business Response

  Date: 11/21/2022

  We apologize for the frustration our Tenant Legal Liability
  Program has brought you, specifically with the lack of response from our team.
  We strive to ensure all our customer’s residents have renter’s insurance,
  whether through our program or through a third party, and the influx of
  residents reaching out has put a delay in our response times. In researching
  your account, we had placed a credit on your ***** ***** ******* account for $1.00
  on October 28th, 2022. It appears that was an administrative error
  as it should have been $10. I reversed the additional $9 today and applied an additional
  $10 credit for the month of September. If you still have questions, please
  contact your Property Manager and we will make sure to resolve your issue.

  Customer Answer

  Date: 11/22/2022

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

• Initial Complaint

  Date:11/11/2022

  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 required that I submit my third-party renter's insurance information submitted to Foxen prior to May 1st, 2022. I submitted my information to Foxen, and received no confirmation that it had been received or that there were any issues.
  
  August 1st I saw that I had been charged on July 7, 2022 for $10.48 and August 1, 2022 for $13.00 for a Liability Waiver. I contacted my leasing office and they said they would reach out to Foxen if the charges weren't reversed by the end of the week to let them know.
  
  This began a months-long back and forth with my leasing office, who stated they were communicating with our Foxen representative, about my Proof of Insurance. I was told that I needed to resubmit because it showed my insurance had expired (it hadn't - it automatically renews, and Foxen provided no feedback saying that there was an issue), and to update the additional insured information (even though that wasn't an issue the first time I submitted my information in May - and again Foxen did not indicate that there was an issue). I was also told that the charges would be reversed once my Proof of Insurance was accepted.
  
  In addition to the $10.48 and $13.00 I was charged in July and August, I was also charged another $13.00 in September for a total of $36.48.
  
  Finally, my Proof of Insurance, which clearly indicates that I've had coverage the entire time this was going on was accepted. A credit of $4.77 was shown on September 20th, however, the remaining $31.71 has not been reversed.
  
  Since September 20th, I've had numerous communications with my leasing office, and have never been able to reach Foxen. My leasing office has stated Foxen is "experiencing technical issues right now preventing them from being able to reverse charges" (October 21st) to the leasing office "submitting a help desk ticket" (November 1st).
  
  Foxen needs to take action and reverse the $31.71 they charged me and credit my account to resolve this issue.

  Business Response

  Date: 08/18/2023

  Hi ********,

  Thank you for reaching out. In researching your account, Foxen received your policy renewal on 9/16/2022 with the correct requirements. After confirming there was no lapse in coverage, we credited your account $36.48 in November 2022.
  
  If you have any questions, please email [email protected].
  
  Thank you,

• Initial Complaint

  Date:11/09/2022

  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.

  I rented an apartment and got my own insurance threw a third party as they requested. Another leasing office took over and they submitted my information to Foxen and have been charging me $12 a month since June for insurance. I never agreed to this as I already have my own insurance with ***** where I pay $13 a month. I called Foxen and it says to contact my leasing office. I call my leasing office and they say to contact Foxen. I sent Foxen a copy of my insurance in September and again in October. Only heard back from them today 11/9/2022 only to find out that they are only refunding me September and October. When I have been charged since June and November. I am due $72, 6 months of $12 charges and they are only offering a $24 credit. This is theft. I didn’t ask for Foxen. I have my own insurance. I didn’t authorize for them to charge me $12 a month. I have included the email chain where you can see I contacted them in September and they just got back to me today. I also included a picture of my payment history to ***** showing that I have been paying $13 a month to my own insurance this entire time.

  Business Response

  Date: 11/21/2022

  We apologize for the frustration our Tenant Legal Liability
  Program has brought you. We strive to ensure 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, we see that you sent your policy on September 9th and both the September and October fees were credited back to your account. When
  we partnered with ***** ** **** back in May, they set a deadline of
  June 1st for their residents to submit policies to Foxen. Foxen then
  set a “grace period” for an additional 30 days to give residents more time to
  submit their updated policy. Since we did not receive your initial policy until 3 months after the deadline, on September 9th, it would not have fallen in the grace period time
  frame, which is why the Foxen representative did not credit those previous months back. However, as
  a courtesy, I went in and reversed those previous month charges for you. I did not credit
  the November charge since the policy we have on file for you expired on 10/24/2022. Please provide Foxen
  with your 2022-2023 insurance policy for the November charge to be removed. We
  strive to make sure our customers are satisfied and believe we appropriately
  managed your account. If you still have questions, please contact your Property
  Manager and we will make sure to resolve your issue.

  Customer Answer

  Date: 11/30/2022

  I have submitted the new proof of insurance on November 9th. In the picture you can see that I was told I would get a response in a day or two, I have yet to receive that response. I would like November refunded and then I would like to not be charged again. For your convenience, I have included a copy of my policy.
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 01/17/2023

  We apologize for the frustration our Tenant Legal Liability Program has brought you. 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, you are correct, you did submit your policy to Foxen back in September and did not receive a response until November. I sincerely apologize for your experience trying to get in contact with a Foxen representative at that time, I can assure we have significantly grown our support team to be able to handle the influx of emails in a timely manner since that time. Regarding the money due - I do see there is a $24 credit that was placed on your account with your apartment community on 11/9/2022 and an additional credit of $48 was applied on 11/21/2022, totaling $72. We strive to make sure our customer's residents are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will work with them to make sure the issue is resolved. 

  Customer Answer

  Date: 01/18/2023

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