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:08/02/2022

  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.

  Lived at my complex for 3 years now and it was recently bought out and converted to Tides at chandler apartments.

  Beginning of April 2022 we received a physical letter on our door stating that according to our “Lease Agreement we are required to obtain and maintain liability insurance”. Which was concerning because like I stated before I’ve lived on this property for 3 years and I had been paying renters insurance since Jul 15 2021 for this lease term and I was trying to figure out why they wouldn’t already have that document to begin with as it’s always been known we need it to live here. I figured it was due to the management change since there was not much detail on the letter they left stating why we needed to resend the documentation.
  

  APRIL 19, 2022 I sent a declaration of proof of renters insurance to the front office email and on APRIL 22, 2022 I received a confirmation email that it was received and uploaded into our online portal.

  MAY 3, 2022 I get a notification for Unpaid charges due for not having renters insurance for $50. Called the office and spoke with ******* and she stated that they have what they needed they were just waiting for foxen to approve it because they were very behind since the entire complex was also updating documentation but I was assured the charges would be removed.

  JUNE 3 2022 ANOTHER unpaid charge due. Was told the same thing they were backed up getting everyone’s approved give it time it should come off keep checking.

  JULY 3rd 2022 I received another email and at this point I was concerned that the unpaid chargers were going to reflect on my renters history, called the front office Ashley assured me it would not affect my history give it time it should be removed.

  By this time it’s been 3 months that it hasn’t been removed I keep getting charged and today on AUGUST 2nd 2022 I receive a threatening phone call from a new office manager stating if I don’t pay these unpaid charges they’re not going to post my rent for the month.

  Business Response

  Date: 08/04/2022

  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 researching your account, the only renter’s insurance policy we have on file
  for your unit is attached. Foxen did not receive this until August 2nd 2022, which is when the insurance charge was end-dated in your account - so you will not be charged going forward. The policy we have on file did not go into effect until 07/15/2022 so we won't be able to remove previous month's charges. I was unable
  to locate a policy for you that was updated for 2021-2022. If you can please
  send that proof to **************** we
  can remove your previous charges. 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: 08/12/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17662126
  
  I am rejecting this response because: Below I’ve attached my proof that I sent in proof of renters insurance and that it was on file. My issue is really that I was never told anything about our insurance after it was uploaded into our portal. We sent proof 4/19/2022 and I received confirmation on 4/22/22 that it was uploaded into our online portal. In May I noticed an unpaid charge so I called the front office and they said we have your renters insurance on file just give it time because foxen was behind on approving insurances because the whole complex had to resend proof. I was told that for 4 months and each month I got the same response and I continued to check in because I was worried it was going to reflect on our renters history and I kept being assured it would come off and I had what they needed on file. No one ever reached out to my husband and I. On august 2nd I received a phone call from a new property manager stating they weren’t going to post our rent because of our unpaid charges and I spent about 2 hours trying to explain that I had been calling to check in trying to figure out why we were still getting charged and her response was that it was our fault for not having proof of us checking in and she couldn’t help because she was new and couldn’t vouch for what happened before. We have been at this property for 3 years, never missed a payment and have paid for renters insurance for all 3 years. We paid the charges because we had no choice, and did not want to risk being charged late fees. I feel as though we shouldn’t be charged anything and hope to be refunded for the charges of $309.99.I can send more proof if needed.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 08/22/2022

  Hi ******, I do see Foxen applied a $150 credit for the May, June and July insurance charges on 8/18. This is on top of the $50 charge that we credited back on 8/3 for the August charge. Foxen didn't go into effect until 5/1 at Tides at Chandler, so any insurance fee that you were charged prior to May 1st will need removed from your property staff. We do not have the ability or access to remove any charges that were posted before 5/1/2022. 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:08/01/2022

  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.

  I live ********* ***** ********** and foxen take care of rental insurance for the complex however I have my rental insurance with ***** **** and have been sending them that info since may yet they continue to change my account every month for 13 dollars I've sent them email and tryed to call but nothing works I fill like I'm being robed and making me very angry i want May, June and July money put back on my account in fact

  Business Response

  Date: 08/02/2022

  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, it appears we have a total of 3 documents uploaded
  into our system for you. The first one uploaded on June 24th –was
  rejected due to the policy not meeting the updated requirements set forth by your
  landlord with their May 1st deadline. The second one was uploaded on
  June 27th and was rejected for the same reason. You would have
  received an automated email notifying you of this. It also looks like we
  emailed you directly on June 10th with what was needed for your
  policy to be approved, I have attached that email chain as well. On July 5th we see you made the required updates to your policy to reflect the correct
  additional interest, which we have showing as Approved in our system. I see you
  were not charged in August, and we applied a partial credit for July 5-31st.
  The grace period to receive full credits for updated insurance policies was
  within the first 2 weeks of the May deadline. However, as a courtesy, I went in
  and completely removed both June and July’s charges. 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.