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.

close

Find a Location

On Q Property Management has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  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:01/22/2025

  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.

  On Q Property management and the homeowner of a home I rented located at ******************************* wrongfully entered the unit without notification while a lease was in effect. They also wrongfully witheld funds from my security deposit that was for damages not caused by me or any other tenant. The damage was caused by a vendor they sent out to fix another issue. They also erroneously billed me for damages to trees and a water timer box that was also the cause of damages from another vendor and not myself or any of my tenants.

  

  Business Response

  Date: 01/28/2025

  ****,

  We spoke the property owner and unfortunately they are unwilling to make any further concessions. The vendors who worked on the property were through a ********************** not On Q Property Management. In addition, we no longer manage this property, we're unable to compel the owner into any further review of your situation. 

  If you'd like to discuss this further, either via phone or email, please feel free to reach out to ****** at ************ or *************************.

  Best of luck to you!

• Initial Complaint

  Date:01/10/2025

  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.

  We moved in to our house in Avondale through On Q with Sydney as our manager at the end of March. It was great picked up keys in lock box super easy move in process. Then we moved in not even a week later home owners were getting Amazon packages like crazy and picked it up with no notice from the property I them called Sydney she said she would take care of it and did. We then got an inspection for routine inspection on 7/26 for 8/29 then immediately emailed her back asking to reschedule as I was very pregnant and had family in town she said yes that’s totally fine take care we then rescheduled it from 8/29 to 8/26 and didn’t hear back on a time so sent 2 emails a week apart to confirm date and time she confirmed the 26th on 8/15 for 8/26 never confirmed time so on 8/21 I ask her if we can reschedule because I was put on bed rest for pre term delivery and I have 2 toddlers already and my husband works 2.5 hrs away and they were very aware of that from the day we moved in and she agreed (email attached and said we could move it to October and she would check in later) great well fast forward 8/29 there’s a man walking in the front door as I am getting in the shower (naked at the time) and throw on boxers from dirty clothes and a tank top I couldn’t walk to dresser of could be seen and I’m freaking out cause my kids are asleep the dogs going crazy and I just hear the door creek open and sure enough as he’s half way in the entry way looking in my sons bedroom thank god that one was sleeping in my bed and as he sees me says I’m with management (I have this all on recording) I tell him it was cancelled he leaves . Fast forward I was not sleeping cause I was terrified someone was going to come in and at that time my HB was moving out of state over 20 hrs. Away and I felt unsafe so we broke the lease on their breach after contacting an attorney they are now reporting we owe 6,293.20 and put it on our credit it was also rented Dec. & no detailed breakdown of damages!

  

  Business Response

  Date: 01/10/2025

  Thank you for speaking with us Katelyn. We are pulling the records and communication from your account for review. We'll also speak with the owner of the property and continue to communicate with you as we work toward a resolution. Please do not hesitate to reach out to Noah at any time.

   

  Customer Answer

  Date: 01/10/2025

  Here is the final email sent after rescheduling then cancelling. 
  

  also attached is the letter sent certified that was signed for and received prior to moving out and no response 

  also rent was raised and damages were not properly mitigated as it was on the market over a month. Also this morning, Noah  only prorated December When it was taken off of the market at the end of November (also attached) 

   

  I also spoke to Noah at the end of the day around 4:30 and asked if this can be figured out by Monday at 3 when I have our call with the attorney about the situation 

  
  

  

  Business Response

  Date: 01/17/2025

  Mrs, *******,

  We've shared all this information with the owner of the property and we'll continue to communicate with you. Please be aware, this is just a communication platform and it is a somewhat limited one. We're working on this situation, and are hoping we'll be able to provide a satisfactory resolution for everyone involved.

  Noah will continue to communicate with you and you can reach out to him or any one else on our team at any time. 

  Thank you. 

  Customer Answer

  Date: 01/17/2025

  it won’t let me accept the decision. The button was not working. I spoke to Noah and he said that he Got a hold of the owner and all we owe for is the cleaning and the shipping the modem he said he would get a hold of me on Monday to find out how we can pay it as soon as I find out on Monday I will get it paid so that way we can get it taken off of our credit report and get the 383.38. Do you know when it will get taken off of our credit report? 

• Initial Complaint

  Date:12/23/2024

  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.

  We have rented an apartment under the On q management business. When we moved in, the tile was absolutely filthy. The original color is a beautiful orangey red, which we discovered after scrubbing one tile for five minutes. The entire floor looked more like a murky brown to a near pitchblack. We brought our concerns up to the property manager who has told us that its a difference in cleaning standards and if we wanted it fixed wed have to pay out of pocket. If we sent them a receipt they MIGHT look into getting us concessions. This isnt a difference in cleaning standards this is a health violation. The tile sealant has also eroded so anytime we do mop the terracotta comes up. So we cant even clean it fully ourselves.

  

  Business Response

  Date: 12/24/2024

  *****,

  Our team is reaching out to you to see if we can get this situation resolved for you. Thank you.

• Initial Complaint

  Date:12/18/2024

  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.

  Please see Word doc for complete details. Ultimately, I am seeking for compensation on the larger damages that were done, and the thousands that came out of my pocket. Wear and tear on a rental is not the issue, but having to replace a complete pool pump, pop **** and acid wash to correct an issue that On Q knew about and neglected to correct should not be put on me. Not only that but the tenants were complaining to On Q that during swim season they were not able to enjoy the pool because of the pool tech not showing up, they were informed by both parties, multiple times, and still took months to get resolved, by then the damages already done.This was not just my property, there were many neglected pools from their vendor throughout the ***********, it was a known and big issue On Q ignored.

  

  Business Response

  Date: 12/24/2024

  Hey ****!

  We're happy to work with you on this. We know **** and ****** have reached out to you and we appreciate you taking the time to detail the situation with us. **** should be able to handle everything for you going forward, so if you have additional questions please don't hesitate to reach out to him. Thank you.

  Customer Answer

  Date: 01/17/2025

   If you are in contact with a **** or ****** please have them call me because the only response I'm getting are the vague ones they are send you and forwarding to me.

  
  

  Or please give me a last name or phone #  to this **** or ****** and I can reach out to him. 

  
  

  Again, they are saying they are reaching out to me but I'm not getting anything from them.  

  

  Business Response

  Date: 01/29/2025

  Here is their contact info:
  
  Ryan *******
  **************
  ***************************
  
  Kelsey ******
  **************
  *************************

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former tenant of On Q Property Management in *****, *****. I moved out on October 30. On Q has withheld my security deposit of $250 for more than ************************************************************** compliance with the Texas time allowance of 30 days. Because the deposit deductions exceed my security deposit by $38, On Q has indicated that they will wrongfully send the balance due to collections on January 1 and report to all 3 credit bureaus. This will damage my credit rating.I would like On Q to refund the security deposit of $250 before the balance due is sent to collections.

  

  Business Response

  Date: 12/17/2024

  A refund check has been issued and you have no balance with On Q! We apologize for the delay and we're happy to talk anytime if you have any further questions.

• Initial Complaint

  Date:12/09/2024

  Type:Order 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.

  The vendor moved me to three different property managers in 12 months. Owners instructions for repairs were ignored on multiple occasions after written and verbal direction was provided. Contract with *** ended at the lease termination. ***** was terminated on Nov 20 2024. Today is Dec 9th. Secured deposit and emergency funds have not been returned to the owner or former tenants. Only asked if I did not want the move out inspection service. No summary of the service or process. Keys were released to the owner on the 21 of NOV 2024. Since then two emails provided to the owner of funds released on DEC 5 th. No calls are answered or returned. Email sent on Dec 9th has not been responded to.

  

  Business Response

  Date: 12/10/2024

  Hey *******,

  We processed a direct deposit for you on December 5th and it shows on our end that is has now settled today (December 10th). The total of the deposit was $1762.50. If you are not seeing this on your end, please shoot us an email at ***************** and we'll get things sorted. 

  If you have any questions about this or if there's anything else you'd like to discuss, please do hesitate to reach out! Thanks.

  Customer Answer

  Date: 12/10/2024

  
  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:10/18/2024

  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 hired them to manage my property, the house needed some repairs, they failed to catch all the repairs and charge the comapny tell I had a friend go inspect my property and inform me of the damages. I requested On Q to get a bid and get it fixed. I was completely misled and over charged for the little work they did and they did not do what was told to me over the phone by the Manager ****.When I spoke with the manager and arranged these repairs, I was assured that all dings, scrapes, and paint issues would be addressed, and all items would be removed from the walls. I was quoted $461 for the work. However, only a few spots were addressed, and items like the coat hanger were not removed from the wall. I was also quoted $481 to take down all the strip lights in the rooms and fix the paint. In one bedroom, they left the lights stuck to the wall and did not fix the paint. In the room where they did remove the lights, they got blue paint on the ceiling.Furthermore, I was quoted $721 for ceiling repairs in the kitchen, with the manager indicating that this amount was necessary for drywall repair and replacement. However, all that was done was scraping and painting over the area, without any drywall repair or texturing. This is unacceptablethe paint does not match, and the work looks subpar. The repair at the top of the stairs looks amateurish at best. Additionally, I am baffled as to why the towel bar was removed from one bathroom and installed in the master bath, with an additional charge of $65.I paid them half in the amount of $1941, after my disappointment I had them stop all work and cancel the rest as they refused to do what we agreed on and wanted more money. Do to the lack of work and them holding my property hostage for 2 months and not renting it as promised I demand a full refund and all cost they charged me for the property management fees. as I have no renter in it and have to hire a real contractor to fix their mistakes.

  

  Business Response

  Date: 10/22/2024

  ******,

  **** *****, our Designated Broker and *** will be reaching out to coordinate directly with you on this situation. You can always reach him at ************** or via his direct line ************. Thanks,

• Initial Complaint

  Date:09/18/2024

  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.

  On Sept 10th I gave ****** from *** $500 to pay the handyman when the work is complete. And I also sent her a list of handyman's work to do. Later on Sept 11 after a quick walk through I found the handyman left with project abandoned and the work is only partially done. So I sent ****** emails and text msgs to give part of the money. From sept 11 till sept 14, multiple emails and msgs sent to her (instruct her to give the handyman $300 instead of the full amount), but she still gave the handyman the full amount of money on sept 16, regardless of the fact that the work is not done and multiple requests/instructions from ****** ONQ ignore all the facts and refuse to give me those $200 back and terminate all of sudden the management relationship with **** want those $200 back.note in sept 18 email, the handyman ******* supposed to finish 09/06 Friday, not 09/04. typo. And there are more items not done besides the handrails but cannot upload due to size limit.

  

  Business Response

  Date: 09/23/2024

  Yanyan,

  Our team will reach out to you and work to get this situation resolved to your satisfaction. We agree that you deserve a refund in the amount you requested and will work to get that processed as soon as possible. If you have any further questions, please do not hesitate to reach out.

  Thank you

• Initial Complaint

  Date:08/30/2024

  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 roommate and I moved into one of **************** ******************** Upon move in, we found that the house was left unclean, unsanitized, with previous owners belongings still in the home, including a DIRTY USED underwear in one of the closets (picture attached). We negotiated an early move out with the owner, and now months later, my roommate *********************** is seeing a major negative impact in her credit score because of a $6,000 charge from On Q. She immediately called On Q, they apologized and said she could dispute this charge and that they would send us an email describing that this was a mistake. An email was never sent. We both tried to call back and were met with so much hostility because of our "one star ****** review". ************************* is the property manager we have been dealing with. Not to mention that they charged us a a non refundable "holding retainer fee" of over $2000! (also attached is the initial agreement) they told us that if we ended up not wanting the property, we would lose the $2000, because it was non refundable. Basically trapping us into renting this home. The home had many issues apart from the mess it was left in. the mirrors were so faded, we couldn't use them, carpet was stained, appliances were not plugged in properly causing a huge flood due to the washer. in conclusion, we just want the 6k collection to be taken off our credit report and for this company to stop scamming people. Renters should be aware of what they are getting into with this company and based off their reviews, we are not the only ones they have done this to. They won't answer our calls, and when they do, if we try to get a word in they immediately just hang up. We are upset but are trying are best to be reasonable with them and they just won't talk to us. They still have not sent the email they said they would, clearing us from the charge.

  

  Business Response

  Date: 09/03/2024

  Hey *****, ****** from our team should have reached out to discuss you situation and see how we can correct this. She'll keep you in the loop on this! If you have any further question, please feel free to reach out to her. Thanks.

  Customer Answer

  Date: 09/03/2024

  Thank you for your response. We spoke to ****** and she was helpful however, we are very dissatisfied with our experience with On Q and the property manager *************************. We were treated very rudely from the beginning. We feel that On Q only looks out for the property owners, leaving the residents high and dry and scamming us out of literally thousands of dollars. For the amount we paid for the deposit, this property should have been turned into us clean and ready to move in. The way you manage properties is unacceptable. From charging us $100 to send a letter stating we needed to move out in 8 days just because we were one day late on our payment, to charging us fees for the garage that broke AFTER we left. We know we are not the only residents On Q has done this to and we want to make sure you stop doing this to other people who may want to rent one of your properties. 

  

  Business Response

  Date: 09/04/2024

  We're certainly appreciate you bring this situation to our attention and we have taken the things you experienced into account for an internal review. We're taking the necessary corrective actions to hopefully avoid situations like the one you experienced happening again in the future. We sincerely appreciate you taking the time to share your details and if you have any further questions or comments, please feel free to reach out to ******. Thanks again. 

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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 name is ***********************, I was a previous resident/renter of a townhome owned by OnQ Property Management. I was living there with two other roommates beginning on July 8th, 2022. With an original lease start date of June 8th, 2022. After being denied a tour of our specific unit for weeks prior to move in, OnQ allowed us to tour the property 48 hours prior to our lease start date. To our surprise, there were maggots in the fridge, house smelling of urine, large holes in the drywall, doors broken off the hinges, etc. We have images of all damages noted (see attached). We called the property management team and notified them of the state of this home. OnQ was completely surprised and said they would fix the damage BUT would have to change our move-in date 30 days to July 8th, 2022. We did not receive any reimbursement or compensation for this last-minute notice. Upon move in we had tons of maintenance issues in which we wrote maintenance claims for. We have documentation of all maintenance completed. At the time of move in we paid a security deposit of:$3, ****** (75% Refundable and 25% Non-Refundable Admin Fee).Thus, expecting a refund of $2, ******. Our lease came to a close on July 21st, 2024 in which we deep cleaned the home, repaired/painted over any holes we made from picture frames etc., and hired a professional carpet cleaner to ensure all floors were up to standard. We went with the inspector at the final walk through who vocalized that our home was the cleanest he had seen. Today on August 9th, 2024 we received an email from OnQ outlining that we will only receive a refund of $427.69. The breakdown is as follows:Security deposit: $2,****** Work Order Charge Move Out Repairs: - $462.94 Paint touch up interior: - $1,500 Total refund: $427.69. A similar situation happened to our neighbors (a previous tenant in this townhome community) who also disputed their claims.

  

  Business Response

  Date: 08/13/2024

  Hey *****,

  Thank you for communicating with our team and we'll keep you posted on the situation. Thanks again.