Complaints

This profile includes complaints for On Q Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Q Property Management

  1011 N Val Vista Dr Ste 101 Gilbert, AZ 85234-3710

  
• 

  On Q Property Management

  550 W. Baseline Road #102-289 Mesa, AZ 85210-6040

  
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  On Q Property Management

  698 E Wetmore Rd Ste 520 Tucson, AZ 85705

• 

  On Q Property Management

  4888 Dexter Dr Ste 300A Plano, TX 75093-5565

  

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:09/13/2025

  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.

  Hello I am contact you guys because I feel that this business needs to be investigated. First and foremost they issued us a check of ****** when we put a $2799 deposit down. After numerous phone calls and emails they said it was an oversight and issued a refund of "******" because I was going to take legal action. Now as far as the $888.77 the landlord is with holding they said there is nothing they can do for us. First they sent a list with pictures after I requested a receipt for the amount the landlord charged to see if it matched. They will not send us a physical receipt even after providing 33 pictures/videos of what the condition the home was in before we moved in. They are charging us two different amount for cleaning at a total of $715.59 when we left the house in better condition they we recieved it. They refused to fix our gate which remained broken the entire year we lived there so anyone had access to come in as they pleased which is a huge safety concern. We are being charged for items left behind that were the owners property. After all of the evidence we provided for them they denied us getting any money back. This business is very shady, they take advantage of renters and ignore emails/ calls for help. They will not provide any receipts and told us there is nothing we can do. We are being charged for stains that were there before us and we showed pictures but they do not seem to care. I want to protect people from losing money and renting with them as it has been a nightmare. After researching housing laws and reading our entire lease agreement they have broken many laws and not held up their side of the agreement. It is very sad that a company like this is still up and running because I guarantee they have with held hundreds if not thousands of dollars from renters as an "oversight". I want to stand up for what is right even if we do not get the money back because they need to be shut down.

  

  Business Response

  Date: 09/19/2025

  Hey *******, please continue to work with ****, our Director of Property Management! He'll ensure this situation gets resolved for you. Thanks!  

  Customer Answer

  Date: 09/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:09/05/2025

  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.

  A worker arrived to stop the water leaking from the water treatment system on 6/20/25. The process was started to dry out the flooring and drywall. Today is 9/5/2025 and this process has not been completed. I have not had access to one bedroom of a three bedroom rental house for *************************************************************************************************************** this repair. I have been given no feedback on when this work will be completed. Most recently, I was contacted mid-day at work with someone wanting to make a delivery to my house. No one was available. We need advance notice so that we can allow access to the property.Based on the excessive delay, I believe I am entitled to significantly more rent credit than I was offered. I have currently been offered $500. However, as noted, we are on day 78.

  

  Business Response

  Date: 09/11/2025

  Hey *****,

  We know **** and ****** are working with you on this situation. Please feel free to reach out to **** with any further concerns. Thank you.

  Customer Answer

  Date: 09/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I can not state that this resolution would be satisfactory to me because the work has not yet been completed and I do not know what, if any credit I will receive. I will wait for the business to perform this action and notify me of the amount I will be credited. If it does, I will consider this complaint ****************************************************************

• Initial Complaint

  Date:09/04/2025

  Type:Order 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.

  It is 9/3/2025 and I completed a self tour of a property in ******, ** with an availability advertising NOW. I recently lost my mom and transitioning from ************. I sold my home and submitted proof of income suffice to cover any security deposits, fees, etc. Also, submitted my job offer letter of $5200 a month. As On Q was determining my application status, I received a final approval. Upon review of the deposit agreement they stated the owner would only approve a 6mos holding security, plus upfront fees. Holding dep $3,056. (non ref), Total due before move in: $14,999. (5mos pre-paid rent). Just a little over $18,000 to move in, because they received proof of income and my bank statement reflecting the proceeds from the sale of my home. Something didn't sound right, so I contacted my attorney and under AZ LAW ARS ******* a landlord can not demand or receive a security deposit that exceeds one and a half times the amount of rent. After reading horror story reviews of both owners/tenants, I have decided to go elsewhere. Always do your research and apply best business practices. I am disappointed in the fact On Q was ready to steal my money! Also paid $65 app fee, when it's advertised as move in special of $49.

  

  Business Response

  Date: 09/08/2025

  We're happy to refund your application fee. Best of luck in your property search! Thanks!

• Initial Complaint

  Date:08/28/2025

  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.

  My spouse and I rented a home in ************ from July 2024 to July of 2025. OnQ was the property management company for this residence. ******** ********* was the assigned property manager. During the process of our lease end, we had completed all listed (per their policy and form) and legal obligations. We had the property professionally cleaned and provided proof of invoice. (I received the proof of invoice a few weeks after the work was completed and we turned in the keys at lease end. ******** stated that if I would have provided this at the date of move out, which I couldn't because the work was done on the last day at move out, then we would not have been charged the 600 dollar cleaning fee. This statement proves that the fees they requested were fraudulent.) During their "3rd party inspection" they stated that the residence was not clean. To shorten this incident, we received a bill for cleaning it was over ******. Per ARS statue we requested a detailed bill summary or invoice showing that the residence needed further cleaning and that it was completed/ paid by the homeowner. After multiple requests they have yet to provide this. ******** made a generic letter head from *** stating we owed the money. There was never an invoice provided by a cleaning company. During the process of dispute/ asking for the invoice ******** stated that the homeowner agreed to take half of the cleaning charges off. This was finalized in a disposition email sent from ******** and *** on August 22nd. On August 28th I received a negative inquiry on my credit report stated I was over 30 days past due on payment to ONQ property management. This was well before the 30 days they request for payment on the invoice provided by them it clearly states "If no payment is made within the 30 days of invoice they made refer the account to a collection agency and credit bureau". The amount stated was the full 600 dollars not the 300 that they offered after dispute.

  

  Business Response

  Date: 09/03/2025

  Hey ****,

  Thanks for speaking with us. **** will be your point of contact if there are any further issues or concerns. Thanks again.

• Initial Complaint

  Date:08/19/2025

  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 currently have a house with On Q Property Management and they are very unprofessional.There were repairs that needed to be done to the drywall well before we were supposed to move into the house. We put in a work order to get this fixed and once we finally got an answer back, we found out that our request was denied for no good reason at all. I find it unprofessional that they aren't willing to fix repairs from the PREVIOUS tenants that were supposed to be fixed BEFORE we moved in. We aren't even responsible for the damage on the wall, but they don't care.I find it very frustrating that the property managers are never willing to advocate for us or do their job. There are several things with our house that need to be repaired or figured out and I dont think it is very professional that they always leave us weeks without updates, never know the answers to our questions, and always leave us to figure things out. I am beyond frustrated with the property managers and the fact that I have to do their job for them is quite concerning considering that they get paid to do a job that they arent doing.I hope there is room to improve for the future.

  

  Business Response

  Date: 08/21/2025

  Thanks for speaking with us, Az-***. Please feel free to reach out to **** if you have nay further questions or concerns. 

• Initial Complaint

  Date:07/23/2025

  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 paid a rental application fee on July 18, 2025 of $65.00 to On Q Property Management. They used BoomPay to screen my credit and then falsely denied me for past due accounts and a low credit score. My Equifax report shows a 783 score and no late or past due accounts. One of my former landlords also confirmed submitting a positive reference to them.After receiving their denial, I requested clarification and they have ignored all further communication. Based on the false denial reasons and lack of response, I believe this was misrepresentation and an unfair practice. I did not receive an adverse action notice, which is required under the Fair Credit Reporting Act (FCRA) when a credit or background report is used in making a denial decision. I am requesting a refund of the application fee.

  

  Business Response

  Date: 07/29/2025

  *********,

  We're sorry this was such a confusing and hectic situation. Your application fee has been refunded. If you ever have any other questions for concerns, please do not hesitate to reach out to us. Thank you. 

• Initial Complaint

  Date:07/10/2025

  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.

  Ive just rented a house through on q property management and the **** Does not work and they are not returning my phone calls. Also the refrigerator is broke. What kind of company doesnt have an inspection done on the a.c before renting it out?

  

  Business Response

  Date: 07/14/2025

  Hey Gabreal,

  It sounds like this issue was resolved and the the ** has been repaired. If there are any further issues, please do not hesitate to reach out to our team directly! Thanks!

• Initial Complaint

  Date:03/25/2025

  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.

  Hello, I am writing to discuss issues that I have encountered with * Property ****************************** sister company ******* Services that they use to provide maintenance, repairs to the properties that that * Property Management manages.The most disturbing is they have altered a photo in an attempt to blame me for existing damages to their rental property! I believe it was done in retaliation because I provided an demand letter asking for the repairs to be done. By them knowingly providing me an edited photo in attempts to hide existing damage and blame it on me by saying it was not there upon move it, pretty much tells me this company operates pretty shady and in a con-artist like manner. It is disappointing that the homeowner property doesnt even know what is going on. Nor that their management is cheapening their property and causing even more damages to them.Upon my first week living here I have discovered a dishwasher infection of cockroches.Pest control finally came 4 weeks later after my repeated complaints/inquiries. He sprayed the inside of the dishwasher and saturated it because the infection was so bad. On The * agreed to remove it, and replace it but they didnt. Now 2 months later, they are stating they want to clean it which violates numbers *************** laws. Im pretty sure the ***** infection is also in the cabinets too. The entire ISLAND where the dishwasher is the main area housing them to be honest. Seems like they cheapen the property. They dont properly maintain and it is obvious that their negligence will cause homeowners to spend more in the long run. Them neglecting the roaches seems like the homeowner to truly remedy it must replace the kitchen island *********************** and one of the bathroom shower/tubs. This is the tub with hole and they sent me an edited photo to claim it wasnt this way. I zoomed in and you can tell its edited and the ** software said so too. There is discoloration and existing damage showing.

  

  Business Response

  Date: 03/31/2025

  Thank you for speaking with us, ******! **** will continue to work towards a solution for this situation, but you can feel free to reach out to him at any time. If you any further comments or issues, please do not hesitate to give him a call. Thank you.

• Initial Complaint

  Date:03/24/2025

  Type:Order 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 Q offers its residents a "Security Deposit Alternative". A "Security Deposit Alternative" is a program where you pay the business money up front and then pay the rest of the amount of the standard security deposit over the term over your lease.Over the course of leasing from On Q, I paid around $4000 dollars in "Security Deposit Alternative". However, now that I am moving out, I have found that NONE of the money that was paid as a "Security Deposit Alternative" is used for the things that a standard security deposit is used for.For example, any damage to the property will not be covered by a "Security Deposit Alternative."There is nothing that they do except for take your money and then tell you that you are responsible for paying for all damages.A Security Deposit by its nature is to pay for damages that you make when you lease a ********* would assume that a "Security Deposit Alternative" would also cover damages.However, they use this fraudulent misrepresentation to steal money from you, and then make you pay for your damages regardless.They then hide behind a four-page contract with extremely ambiguous language to justify stealing your money.That the "Security Deposit Alternative" is nonrefundable is not the issue.The issue is that the money paid does not cover anything at all, least of all what a standard Security Deposit is for.I have complained to the company, complained to the **********, now I hope to get some kind of honest response from this company that has intentionally misrepresented itself in almost every regard to steal money from **** would like On Q to use the money I paid as a Security Deposit Alternative to cover the standard things that a Security Deposit would cover.

  

  Business Response

  Date: 03/28/2025

  Thanks for speaking with **** today! It sounds like things are working to a resolution, but please feel free to reach out to **** with any further questions or concerns.

• Initial Complaint

  Date:02/21/2025

  Type:Order 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.

  12/3/2024 - paid $388.17 to OnQ Property Management / **************** for deposit on approved items to repair/clean property. I submitted the initial payment for services, and they did not complete the services and did not resolve the issue, I requested to terminate contract and hired another company that was able to complete the work in a timely manner. After terminating contract, they refused to close my account and return the key to MY property, which I fully own and provided them with a key in which now they are holding for not paying for a bill of service that was not provided. I formally disputed the charges billed for cleaning services were not completed as agreed. They had provided before/after photos/documentation, which did not accurately reflect the work that was supposed to be performed, it was completely different photos, none of which was clean. I captured photos of the property that clearly shows that the report provided is erroneous. In addition, there are charges for property management services, when I was told that the property was not able to be listed, and therefore, all additional charges need to be removed. I was initially told that *** would be able to help me save time in the process and securing a tenant, however, this entire process has been far more time consuming and costly than it was doing it on my own. After disputing, and requesting resolution, there was no response and they did not try to rectify anything. They sent me a collections warning today, that if I did not pay balance of $864, they would send to collections, which they threatened would impact my credit.

  

  Business Response

  Date: 02/27/2025

  Hey ********,

  We tried to reach out to you today but it seems like we got disconnected. We want to get this resolved for you. If you could give us a callback at your earliest convenience, we'll get this sorted out!

  Thank you!

  Customer Answer

  Date: 02/27/2025

  I do not wish to be contacted any more by ***, I have already spent significant time, provided information to justify the claims and spoke with multiple people as well as come to you office in person, which has caused me time away from work and family obligations. Please return my key and close my account. Thank you. 

  

  Business Response

  Date: 03/03/2025

  We understand you are frustrated. Would email be easier? We want respect your wishes, but we'd need to coordinate with you for the close out and any sort of refund and key return. If you'd prefer to not speak on the phone, you can shoot us an email and we'll get everything sorted.