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:08/18/2023

  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.

  This complaint is regarding the ****** OnQ management office.Complaint #1: Outstanding balance - We have not received the promised refunds for expenses that were incorrectly charged to our account (microwave+service charge). Tenant charges (plumbing) were deducted from the landlord's account and not collected in timely manner. Both of these are still outstanding. Also, OnQ failed to return a full set of keys to the landlord upon tenant move out.Complaint #2: OnQ signed new tenants without landlord notification or approval, and carelessly released the landlord's personal information to the tenant. In addition, there has been general lack of communication with tenants and landlord, including notification of new property managers. In the span of 2 years, there were four property managers, for which the landlord never received notifications of personnel changes. Complaint #3: OnQ neglected to properly supervise the property resulting in city violations, eventually leading to the eviction of the tenant and damages to the property.

  

  Business Response

  Date: 08/21/2023

  We understand the frustration with this situation and we are still actively pursuing the balance the former tenants owe to ********************. Should those be recovered, they will be passed to ******************** as soon as possible.

  When it comes to the initial approval of the tenants, we apologize for the lack of communication. Please not, due to Fair Housing laws, these tenants could not have been rejected. They met all the criteria and their approval was required, regardless of the landlords approval or not. We agree, this could and should have been communicated to you.

  A tenant eviction is always unfortunate, no matter the situation, and they can happen even in the best circumstances. If ******************** has any further questions or concerns, we would encourage him to reach out to our Director of. Property Management, *********************** at ************** or ************.

  Thank you,

  On Q Property Management

  Customer Answer

  Date: 08/26/2023

  We do not accept OnQ's response to our complaint for the following reasons:

  1. ****************** did not address the funds that OnQ owes directly to us (microwave, refund of management fees) 

  2. ****************** did not address the issue regarding OnQ's failure to return the mail keys and garage remotes.

  3. The plumbing expenses that were incorrectly charged to our account should really be paid directly from OnQ, rather than recovered through collections (with dubious prospects for success).

  

  Business Response

  Date: 08/30/2023

  **** reached out yesterday to discuss the outstanding issues you have and left a message detailing the bulleted points you shared. If you have further questions please do not hesitate to reach out. Thank you.

• Initial Complaint

  Date:07/27/2023

  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.

  Upon acceptance of my rental application I was not advised to secure water/trash/sewer services with The City if **** due to homeowners assoc. About a month and a half later. I get an urgent message from my property mgr advising to call back. I contact ************************* (property mgr) back and she advises me that the owners are still paying The ***************************** that I need to change in my name immediately and pay to reimburse the owners. This call was recorded w/out my consent citing ******* one way recording laws, so just know they are recording you. With literally an alleged payment snap shot from the owners of two months utility service that had fonts in different sizes this is enough for them to add $247.24 to my already exacerbate rent, alt deposit, **** deposit x2, admin fee., resident benefits package and convenience fees that add approx $350 to my base rent price. It has been 6 weeks that I have requested actually billing for an alleged utility bill of 53 days of service/use that has never been provided by this management co. Furthermore, if you have any service call be aware **************** is owned by On Q management and the property mgrs have them take photos of your personal belongings inside the home or in the garage. If you want full invasion of privacy, being charged at random with this company never providing proof-then rent from this company. The property owners have no clue what they got themselves into.

  

  Business Response

  Date: 07/31/2023

  ****,

  We spoke with the owner of the property and informed them that they will have to provide documentation and a timeline of utilities. Since, at the time of this writing, they are unable to provide documentation, we are refunding you the utility charges.

   

  We're also happy to discuss any additional concerns you have you. You can reach out to *******, our Customer Experience Advocate, at any time. She can be reach at ***************** or through her direct line, ************.

   

  Thank you,

  On Q Property Management

• Initial Complaint

  Date:07/25/2023

  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.

  I was renting a home through this property management company as of June 25th 2023. On July 18 2023 I received an email stating the below: Hello,We regret to inform you that effective 07/18/2023, On Q Property Management will no longer manage the residence at ***************************************************************************Your rental agreement remains in effect and On Q Property Management will continue to be your point of contact through the end of 07/18/2023.The owner, or a representative of the owner, will be contacting you regarding management, rental payments, and all other pertinent information needed going forward.Your renters insurance policy and all additional benefits provided in the resident benefits package will terminate. It will be your responsibility to secure new insurance coverage once the policy is terminated.Any Security Deposits will be forwarded to the owner or their representative.We wish you the very best in the future. If you have any questions, please contact us.Thank you,On Q Property Management ********************* I copied and pasted from their email to me. As of yesterday, they are claiming that I am still responsible to pay a monthly fee of $156 to On Q. I am not sure why I am being asked to pay this amount when the contract has been terminated per their representative *********************. *****************************

  

  Business Response

  Date: 07/26/2023

  Angel,

  The charges you are referring to are for the Security Deposit Alternative program you signed up for when you leased the property. This was in lieu of a traditional security deposit. We are happy to discuss the particular financial information of you account, please just reach out to our Director of Property Management *********************** with any questions or concerns. His email is ************** or you can call his direct line at **************.

• Initial Complaint

  Date:06/23/2023

  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.

  Issue 1: I rented a property from OnQ. When I moved in, I informed property management of a non-functional ceiling fan that was missing a remote. I informed them a second time when the company conducted an inspection halfway through my lease. Upon move out, the company deducted $225 from my deposit for a replacement fan. After reaching out, they have passed on responsibility to the owner, saying they have reached out to the owner to ask if they can give me a refund. The issue is not with the owner as my lease was with OnQ, and OnQ was informed twice that the fan was inoperable and missing a remote when I moved in. Issue 2: Before turning in my keys, I did a thorough and deep clean of the property. This included every item on the checklist, plus more. I requested to be present during the move out inspection, and was informed several times that I did not need to be there, though I requested to be there. The move-out inspection was conducted on the one day I indicated I was not available to be present and no other option was given. Because of the repeated messages that I did not need to be present during the inspection, I documented with time stamped photos and videos the condition of the entire house, which was in better condition than when I moved in. When I moved in, the house was dusty and painting materials were left in the kitchen. OnQ then ordered a cleaning that cost almost $400 for a home which had been deep-cleaned and deducted that from my deposit. My deep clean included removing all drawers and shelves from the fridge and cleaning them, cleaning microwave, fronts and insides of cabinets, windows, blinds, carpets, trim and molding, paint, appliances, floors, counters, toilets, light fixtures, and more. As someone who owned a cleaning company, I am familiar with move-out cleaning requirements. I do not want the owner involved as my lease was with OnQ and they were informed of the fan and ordered the $400 cleaning. I expect a full refund of these items.

  

  Business Response

  Date: 06/26/2023

  ******,

  We have looked into this issue and agree that you should be refunded for the charges stated in this complaint. We will make the necessary adjustments on our end. Please feel free to reach out to us if you have any further questions or concerns. 

  Thank you,

• Initial Complaint

  Date:06/19/2023

  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 am a disabled veteran and I applied for a rental 06/17/23, through this On Q property management company. I was not selected which I understand to be part of the process so I asked about the application process to ensure my fee and my rights were being respected and adhered to in accordance with the law. First, I received a blunt you were not chosen because someone was more qualified than you and your fee is non-refundable to which I requested a more professional, respectful tone when providing customer service. The individual responding to my inquiry continued with this disrespectful tone and disservice stating that they were insulted that I put blame on them personally for not being selected for the rental. Again, I respect the application process if it itself is being respected meaning my fee is being applied to a background check and credit check, among other things. The respondent assured me my credit was run and that I was not selected because of my credit but there is not an inquiry(ies) on my credit report. The respondent continues to deflect blame for the confusion and my discontent with the explanation of how my fee was applied to the process, is acting selfishly and immaturely, and is displaying unprofessional conduct. Needless to say, I will not being using this company anymore for my rental needs.

  

  Business Response

  Date: 06/20/2023

  ****,

  ***** from our Leasing Team should be reaching out to you and working on a resolution. If you have any further issues, please do not hesitate to reach out. 

• Initial Complaint

  Date:06/07/2023

  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.

  OnQ Property Management is the company that manages the property I just started to rent. Originally, I asked for a move-in date of June 1st. On May 1st I spoke with ***** who was handling our rental application. I requested an earlier "move-in" date of 5/28 since my family wanted to use the pool, lake, and amenities that are included in our lease. I paid $323.25 for prorated rent just to have access to these amenities. I was in communication multiple times expressing that I was expecting access. Neither my husband or I was planning on staying in the condo because our belongings would not even be there yet. Also, on May 1st I requested the ********** rules. In the information OnQ sent to me, it said ********* access would be transferred immediately to tenants. As of today, 10 days after our move in date, I still do not have access. I have called numerous times and I never get resolution. I have asked for a refund for the prorated rent and was denied. I was told today by ***** that my lease is for my unit, not the amenities. However, they were listed with the rental listing and according to the *** guidelines, I am entitled to these immediately upon transfer of property which was 5/28/2023. My experience with OnQ has been a serious disappointment. The go to answer to everything is no or just no response at all. I've never experienced anything like this with a rental management company. I am asking that my prorated rent for the time that I did not have access to the amenities be returned to me immediately. I would have kept my original move in date if I knew I would not have access. Additionally, I am asking that I be granted access immediately. OnQ told me today I have to pay a transfer fee when this is the responsibility of the owner according to the *** guidelines. I would like immediate resolution. OnQ had approximately 40 days to have things prepared appropriately. Communication from onQ is non-existent. Horrible customer service and gouging.

  

  Business Response

  Date: 06/09/2023

  Thank you for bringing your situation to our attention. We confirmed with your property manager and the owner of the property that your requests detailed above are being resolved. You should have access to the amenities now and no transfer fee will be applied to your account. Additionally, we are working with the owner and will have your rent prorated. 

  If there is anything else we can help with, please do not hesitate to reach out. Thank you.

• Initial Complaint

  Date:01/11/2023

  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.

  This company is charging me for services after I requested to cancel the contract. They are also threatening my tenants with eviction.I received on January 2, 2023 from the tenant: got a piece of mail addressed to ANY and ALL occupants notifying me they took over, instructing me to create a portal to pay rent. Then the same letter via email. Then I got certified mail from them to *********************, it was the exact same letter. I understand they are trying to make sure I got the information. But a certified letter to my deceased fiance' that is no longer on the lease doesn't show the kind of attention to detail I would trust to protect my asset. I also never got the email w instructions on how to set up the renter portal. Could just be the holidays, a rough time to switch. Just wanted to give you a heads up though.Additionally I had emailed **** (the person I signed up with On Q with) twice asking that Im copied on the introduction email he or whoever would send to the tenants and I never received a response or was copied in any emails.With that I sought a different company and replied to **** stating I no longer wanted to work with them.Immediately after I received a statement charging me monthly fee and later the same day my tenant reports that they created a notice of intent to terminate rental agreement 5 day notice for non payment of rent and will be filing an eviction with the court tomorrow on my behalf. When the tenant had informed they already paid the rent.I want them to terminate immediately the contract and remove all my records from their files. I owe them nothing. There shouldnt be any charges. I need them to contact me and resolve this issue immediately.

  

  Business Response

  Date: 01/13/2023

  *****************************,

   

  You account has been closed out and you should be receiving a refund. We understand that you have been speaking with **** and she can continue to help you through the process if anything else comes up. If you have any other concerns or further questions, please don't hesitate to reach out. We wish you the best of luck. 

   

  Thank you!

• Initial Complaint

  Date:12/14/2022

  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.

  This company is managing a home i used to rent at located at **** ********* in ***************. I been fighting to get my full deposit. Garage at this house was destroyed prior to moving in on October 1 ***** i moved out October 31,2022 and i showed them pictures with dates on them to proff the condition of garage before i occupied house. They are going by what owner tells them to do and are not willing to refund me $530.00 my contract is with them not the owner.My number is ************.Thanks,***********************

  

  Business Response

  Date: 12/19/2022

  We working with the property owner and discussing *************************************** situation. We believe we can negotiate a fair resolution, but we encourage **** to reach out to ****** ****************** or ****** ****************** if there are any questions about the status of the situation. ****, we will update you as soon as possible. Thanks.

  Customer Answer

  Date: 12/19/2022

  I will not accept their response as i have tried working with  both parties mentioned on there response message and they have   argued with me that they and owner aren't returning the rest of my deposit even though I have sent them multiple pictures dated  September 25,2019 on them when my lease didn't start until October 1,2019.  I just want my refund back. I left home in better condition than it was. Thanks, *********************************;

  

  Business Response

  Date: 12/22/2022

  Hey ****,

   

  We have worked with the property owner and they have agreed to refund an additional portion of the deposit. We have reached out to you with the details, but you have further comments or concerns please don't hesitate to reach out. Thank you.

   

• 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.

  My family and I signed a lease with On Q Property Management, sight unseen on 8/15/22. Upon move-in, we recognized that the home was not prepared for our move-in. With movers lined up, and time of work the home was filthy. With dust, dirt, filthy filters, water damage and concern for mold within the home. We knew we could not move in on the 15th. We immediately contact our property managers, and let them know the house had not been properly cleaned or prepared for our move in. I expressed concerns for my son (with severe asthma, just the week prior requiring an ER admit. The property management refused but did agree to send 1 cleaner over the night of our expected move-in date. OnQ never reimbursed us for our initial prorated rate, for 08/15/22. We have requested multiple times for a mold specialist to come out and view the property, to ensure our son and family is safe. September 2022, we had a leak behind the fridge, we had to have an emergency plumber come out. When he viewed the walls and cabinets he shared that he believed we had a mold problem. Even with this information the property managers have done nothing to ensure the health and safety of our family while in this rental.

  

  Business Response

  Date: 12/02/2022

  ******,

   

  Your property manager is working with you to coordinate contractors on your areas of concern. If you have any other questions you can always contact ****. Thanks

  Customer Answer

  Date: 12/02/2022

  My property manager hired a paint contractor to remove mold from the home. There has been no attempt by property management OR the landlord to have a water remediation/mold specialist complete this job. Based on the mold testing performed,it would be negligent to have anyone other than a specialist perform this job. 

  

  Business Response

  Date: 12/07/2022

  We'll continue to work with you in an attempt to find a resolution to the situation. You can also feel free to reach out to *********************************, our Customer Relations Manager, at any time. Her contact information is ***************** and her direct line is ************. Thank you.

• Initial Complaint

  Date:11/06/2022

  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.

  I first contacted this company back in July, to get information. They were recommended to me by a coworker and family friend. So far I have been very disappointed and stressed with the lack of communication I have received up to this point. I have always had to contact them to check on the status of my account. In addition, to the several changes in personal handling my account without any notification or explanation. I feel my concerns are not being taken seriously as a customer, a new one at that. I dont feel comfortable leaving my property in their care. I don't know if it's the company in general or just the individuals I have been dealing with. An advertising fee of $199.00 was collected. I was told advertising would start a week before I vacated my house. I am moving out-of-state this weekend and have no idea what, if anything has been started in the process with trying to find a tenant for my property. Sincerely, *******************************

  

  Business Response

  Date: 11/07/2022

  We attempted to call you this morning and left a voicemail. Please feel free to call either ***** or ****** with any questions you have. We're sorry for any confusion. Thanks!