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:11/08/2022

  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.

  I have attempted MULTIPLE TIMES to submit an insurance policy certificate with an updated additionally insured address as requested. EVERY certificate has been rejected due to the address. The address printed on the certificate matches the address provided. There is no way to contact this company by phone and all attempts are answered by a recording and forward me to the property leasing office.
  
  MULTIPLE charges are showing on my account and the leasing office is not able to contact Foxen by phone either. It seems like this company is trying to scam students out of money by rejecting 3rd party insurance and forcing them to purchase the property insurance.

  Business Response

  Date: 11/21/2022

  We apologize for the frustration our Tenant Legal Liability
  Program has brought you. In researching your account (******* ****), I see that Foxen applied a $12 credit on November 2nd – this was to reverse the charge that was auto-added on November 1st.
  I took a screen shot of your ledger at *** ****** (attached), with the Renters
  Insurance charge code filtered. As you’ll see, the only insurance charges on
  your account are from February, March and November. Foxen was not partnered
  with *** ****** in February or March, but I do see those charges were reversed
  as well. So as of November 2nd there were no Insurance Charges on your account.  Your message states there are multiple charges, so if you are seeing something different on your end, please let us know at [email protected] and we will connect with your property manager to look further into it. Thank you!

  Customer Answer

  Date: 11/29/2022

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

• Initial Complaint

  Date:10/24/2022

  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.

  On October 24, 2022 I have received an email from FOXEN stating that rent was not paid on September 2022 which is inaccurate as it was paid in pull from that time. I resolve the issues with the leasing office coastal who then say that a mistake was made and that rent was paid for the month of September already. Now they are stating that they'll be reporting this to the credit bureaus. This is upsetting as this can go on my credit report and cause alot of issues for me down the line.

  Business Response

  Date: 11/29/2022

  ********* ***** enrolled in the Rentistry by signing the
  attached addendum to which she also agreed to the terms and conditions
  associated with the rent reporting program. We have included a link to our
  terms and conditions below. We report on residents who still have outstanding
  balances as of the last day of the month their rent is due. The resident had an
  outstanding amount for September 30 days past their due date. Therefore, we
  reported her with that outstanding balance to Equifax. This is an optional
  program for the resident, and they can terminate their enrollment at any time
  for any reason. With their termination, they will no longer be reported to the
  credit bureau and the charge associated with their enrollment will be removed
  from their account. This is communicated to the resident at their time of
  enrollment as well. We have included the Rentistry termination link below. If
  the resident has any further questions on the program, they can email their
  questions to [email protected] and
  we will respond within 24-48 hours of receiving the email.  
  
  ******************************************
  
  **************************************************

  Customer Answer

  Date: 11/29/2022

  There was agreement that rent was not overdue and was paid fully my me. I was also told by foxen that a mistake was done and that reporting to the credit bureaus for non payment was retracted. I have attached the email below. You will see Foxen stated that rent was paid for September and all of the months currently. The claims that I did not pay rent is false. Thank you.
  
  
  
  Regards,
  
  
  
  ********* *****

  Business Response

  Date: 08/18/2023

  Thank you for reaching out! After investigating your payment history profile further, your payments have been on-time for the months of August 2022 to November 2022 and has no negative report from Foxen.
  
  If you have any questions, please email [email protected]

• Initial Complaint

  Date:10/04/2022

  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.

  June 2022, my apartment complex, **** *******, partnered with Foxen Insurance. Our deadline to provide a third-party was August 1, 2022. As requested, the information that was needed was provided by myself and the Property Policy Certificate of Insurance was mailed to them on July 31 by our insurance company.
  
  Since then, we have been charged $14 at least twice. When I contacted the leasing office, I sent them a photo and they said to have emailed me asking for it to be in PDF format. I didn’t receive that email and didn’t see a charge that month so I assumed everything was squared away until October when I noticed the charge was back and we received another email stating
  
  “The certificate does not list the "Additional Interest" address as **** ******* ** *** ***** ********* ** *****”
  
  Which isn't true. Called my insurance to confirm they are.
  
  Foxen has FAILED to return one email or phone call. You call their number and it directs you to call your leasing office and they will, in turn, tell you they can't do anything about reversing the charges. They clearly aren't here for the customer but for the money.
  
  I will begin to seek legal representation as this wasn’t in my lease agreement and they are essentially taking money that isn't there's. For me, it’s the principle of the matter, and the fact that the company nor my leasing office has refunded the money is absurd.
  
  The most annoying aspect of this whole thing is it is occurring to multiple people.

  Business Response

  Date: 10/10/2022

  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, the original policy we had on file for you was missing the liability
  amounts, which is why it was rejected (attached). I apologize the rejection notice you
  received included a different message. However, since then we have received
  your full policy that includes both the liability amount and the additional
  interest. I see we reversed the August & September insurance fees already on
  October 4th and your account is up to date. We strive to make sure our customers are satisfied and
  believe we appropriately managed your account. 
  

• Initial Complaint

  Date:09/29/2022

  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.

  Was charged for 3 months of not having renters insurance from the 3rd party company Foxen Insurance. I was given a credit for August but not credited for the prior 2 months. According to the complex that I live in (*** ***** ** ******** in ******** I was told they won't credit me. This comes to a surprise to me since I had proof that I had insurance and have had it since I moved here 3 years ago, I'm seeking a credit or refund for June and July. The manager of the complex was sending over the proof in May but with no results yet.

  Business Response

  Date: 10/10/2022

  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, we had placed a credit on your account for $25.00 for the August waiver fee. I do see on your policy that it was updated back in May, so your previous charges have been approved for a credit as well. I do not see a charge for May, so both June & July's charges have been credited back as well. 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: 10/25/2022

  ******* ******
  
  Resolution was accepted.
  
  *******
  
  

• Initial Complaint

  Date:09/27/2022

  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.

  I have had my own renters insurance with State farm since 7/05/2022. I was told by my Southland Station apartments that If I wanted to use my own renters insurance and not use FOXEN.com as my renters insurance then I needed to go to FOXEN.com and upload my third-party renters insurance with the correct property name, address, and insured amount which is on my renters policy.

  When I tried to log into Foxen.com to create an account to cancel their liability it would not let me, and I tried on multiple occasions to create an account to upload my renter’s policy. Since July 15th, 2022, FOXEN.com continues to force me to have to pay them $13 a month on top of the renter’s insurance I already have. Foxen will not respond in a timely manner to either email that I sent to [email protected] and [email protected] with information regarding my renters insurance.

  I sent them an email with my renters insurance policy on August 17th 2022 and they still have not responded. I am continuing to be charged even though I tried to cancel this and use my own insurance. The number on their website directs everyone to the two-email addresses that I have stated on this complaint, and I even left a voicemail.

  I was informed from that it is FOXEN.com responsibility to stop charging me and to refund me. The problem is that if I decide not to pay them then I will receive a late payment notice, late charges, and evection notice because I would refuse to pay FOXEN.com when I am already paying State Farm Insurance.

  What needs to be refunded is $7.13 July and $13.00 for August and September. So, the total that needs to be refunded would be $33.13. I want them to stop FORCING ME TO CONTINUE TO PAY THEM WHEN CLEARLY I HAVE MY OWN RENTERS INSURANCE AND HAVE PROVIDED THEM WITH THE NECESSARY INFORMATION.

  If Any other information is needed, I am willing to provide.

  Business Response

  Date: 10/04/2022

  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
  the email correspondence you attached, I see that Foxen responded to your email
  on Wednesday August 17th 2022 explaining that the additional
  interest needed updated on your insurance policy to reflect the following
  address “Southland Station ** *** ***** ********* ** *****”. The insurance policy
  we have on file, and the one you attached to this message has the incorrect
  address listed as the additional interest.
  
  Once we receive an approved insurance policy that meets all
  the requirements provided to us by your landlord, you will be removed from our program. 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.

• Initial Complaint

  Date:09/02/2022

  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.

  In June 2022, my apartment complex, *** ******** ** ****, partnered with Foxen Insurance. Our deadline to provide third party insurance was August 1, 2022. I provided my declaration and supplied "additional insured" with the ********* ** *** *** address as instructed.

  When I went to pay my August rent in July, the staff accepting my rent asked "have you submitted your insurance information to Foxen" and I answered "yes".
  
  Went to pay my September rent and an additional charge of $14.00 was attached to my rent. I was not allowed to pay my rent unless I paid that $14.00 fee.

  It was explained to me that the previous management company didn't have "additional insured" listed on the policy. It wasn't mentioned at the time I submitted my declaration page at move-in in November 2021. Foxen hasn't returned phone calls or emails. The minute that deadline is reach for providing your third party insurance, they ghost you as a resident and "customer".

  
  
  My first thought was to not pay this fee and seek legal advice, but I realized that until I got that advice I would be paying a late fee to the management company and I have a perfect rental history. I paid my rent plus the Foxen fee.

  My thoughts are, I provided what was needed at the time of renting my apartment. Previous management company bad issues should not be bad decisions for the current management company. I complied with all my lease required, and six months down the road I am being forced to paid something that is not in my lease. Technically, Foxen is forcing The Exchange to break my lease. They present no legal right to force this fee and hold my rent hostage.

  
  
  I am not asking but demanding that I am refunded the $14.00 and removed from your list of persons that require your insurance and not charged from this point on. My policy is with ******* ****** and it has been effect since 11.01.21 - year policy.

  Business Response

  Date: 09/21/2022

  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, we had placed a credit on your account for $28 on September 1st, 2022 for both August & September insurance fees. At this time, you were removed from our program based on our
  receipt and approval of your third party policy. 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

• Initial Complaint

  Date:08/31/2022

  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.

  Claim flied: June 8th 2022
  Complaint filed: August 31st 2022
  
  A claim was filed on June 8th 2022 due to flooding in my apartment. There was $7,000 in damages. Majority of the damage involved my work tools. I reached out to my property manager after submitting necessary documents and photos of the damage in hopes to see how long it would take since my Tools for work were damaged. A month went by and I haven’t received any updates on the claim being accepted or denied. My main source of income became jeopardize and I Had to take time off. August 18th the property manager Reached out to The insurance company for a update because months went by and no updates were given. I moved out of the apartment and hired a lawyer who got me out of the lease because the flooding happened more then Once. I’m currently staying in a hotel with my kids in hopes to have a update on my claim And help out my family in a New home. I’ve already Have a new job due to not being able to re purchase my Tools for work. My attorney Reached out as well for my claim but that wasn’t enough to get a response. I will summit the correct documents to support my statement. If there’s anything You can do to help Please let me know Thank you.

  Business Response

  Date: 09/09/2022

  Foxen Claim: 1081 
  Date of Loss: June 4, 20222 
  Complainant: ****** Davenport  
  Complaint ID: 17806572 
  
  Dear ********* **********,   
  
  Thank you for bringing the concerns of Mr. ********* to our attention. It is unfortunate that Mr. ********* feels this way. Foxen strives to provide excellent customer services to its clients and residents. I have reviewed the facts and circumstances surrounding Mr. ********** complaint.  
   
  On June 27, 2022, we were made aware of a flooding incident in Mr. *********** unit. There was a delay from the date of the incident, which was June 4, 2022, to when we were notified about the claim. Once we received the notice of the claim we resolved the damage to Mr. *********** unit. We did not realize Mr. ********* also sustained individual property damage. However, once we were made aware of Mr. *********** personal damages, we reviewed the necessary information and issued payment on September 1, 2022.  
  
  We have not been made aware of other flooding incidents. Once Mr. *********** residential lease agreement ended, so did his insurance with Foxen. We are sorry that Mr. ********* suffered lost and damaged property. However, we have since resolved the claim and the file is now closed. Please do not hesitate to reach out to me if you have any questions or need any additional information. Thank you. 

  Customer Answer

  Date: 09/09/2022

  9.9.22 Mr. ********* called BBB indicating he has not received the check that Foxen states in their response they issued on 9.1.22. He stated he has not received an email or other notice regarding an address where the check would have been sent. He is asking for Foxen to contact him or BBB with that information.

  Business Response

  Date: 10/11/2022

  We have requested the check be reissued to Mr *********** most recent address. The payment will be mailed, please allow approx 7 days for delivery. 

• Initial Complaint

  Date:08/16/2022

  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.

  I began renting an apartment from ** ***** - address: **** ***** *** **** *********** ** *****. Policy is you must have renters insurance or they provide it for a fee. From day one, I have had my own renters insurance from ***** **** & this was acceptable.
  Beginning in May 2022, Foxen Insurance took over as provider of insurance. I was given instructions on how to upload my documents to show I had my own insurance, this I did. Foxen however, charged me the liability fee, as if I didn't have my own insurance & they were providing it. They continued to charge me through July until I finally got them to recognize that I had my own insurance and they refunded me July's fee. However, I am seeking a refund for May & June's fee which I should not have been charged. The amount is $24.70. I am also wanting them to stop charging me monthly for this service that they are not providing. Over the months I have emailed & called with no resolution.
  Thank you, ****** ********

  Business Response

  Date: 08/22/2022

  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 policy was approved in our system back on May 4th and the charge that had posted to your account was credited back, however,  the "recurring charge" was not end-dated, which caused the charge to post for the following months. I see that Foxen applied a credit for $24.70 on August 17th and you will not be charged again going forwarad. 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: 08/23/2022

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

• Initial Complaint

  Date:08/04/2022

  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 doesn’t respond quickly to emails and likes to wait until just before or a few days after rent payments are due—which their charges are billed with—to finally reply. I first emailed them on June 30th about how long it would take for my insurance policy to be “approved” with no response until I emailed them a follow up on July 26th. On July 28th, Luke Andracki replied to my email finally and explained why my policy had been rejected the first time and when I told them to check the corrected one, literally two minutes after he emailed me back, Luke again did not respond until this morning at 11:40 a.m. claiming my policy was again rejected for incorrect information. I updated my policy with the right info in June before I sent the first email and resubmitted a copy three times, twice through the resident portal because it didn’t give me a confirmation email and once through the insurance compliance link they send to program participants. I’m about to start doing chargebacks if no one fixes this; do not charge me for an unwanted service because YOUR approval system is clearly faulty, and do not credit my account because that is not the same as returning my money.

  Business Response

  Date: 08/14/2022

  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. We also appreciate your patience as Foxen
  has recently received an influx of incoming phone calls and emails during our rapid growth over
  the last few months. We share the same frustration as you with our recent response times, but can assure we are
  actively increasing our resources to help us manage our customer service.  

  After researching your account, I see
  that your policy was approved and the only Foxen charge on your account was posted on July 1st, which was immediately credited back on the 1st as well. There are no other charges from Foxen on your account. We strive to
  make sure our customers are satisfied and believe we have resolved your account. If you still have questions, please contact your Property Manager and
  we will make sure to resolve your issue.

• Initial Complaint

  Date:08/04/2022

  Type:Product 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.

  This matter is regarding failure to refund money that is due to me and my husband for renters insurance charges from Foxen Insurance in Ohio for June 15th in the amount of 6.93 for Liability Waiver and July 1, of 13.00. We live at Abbington place Apartments. We have renters insurance through Geico. We have sent the declaration page as asked at least twice as requested with the interested party reflecting the foxen address the information was emailed to them. I copied the office managers Taylor and Charlton and myself to the email. Taylor also sent a email as well asking them to remove June and July charges and they have yet to refund us our money. You can't call them, you email them and they don't email you back there is no way to get in contact with them. This company has been a nightmare since Abbington put them in charge of the renters insurance. If someone could reach out to this company so I can get my money that is owed to me I would greatly appreciate it Thanks!

  Business Response

  Date: 08/14/2022

  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, we had placed a credit on your account for $7.37 on July 14th 2022. I do see on your policy that it was updated to reflect the correct additional interest on June 12th. Due to this, I fully refunded both June and July's insurance charges from your account. 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: 08/14/2022

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint.