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 has 4 locations, listed below.

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  On Q Property Management

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

  
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  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

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  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:11/01/2022

  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.

  We moved into a property OnQ was managing on October 1, 2020. It was very messy from the beginning with the property not being vacated until late at night on Sept 30, 2020 and very little cleaning was done in the morning of Oct 1 so we moved into a house that was filthy. No move-in inspection was done or any forms provided for us to fill out at move in so we documented all the issues, including the mess and several broken items in a work order as we were told to do by the property manager at the time. Most of those items were never fixed during the almost two years we were on the property. When we found a house to purchase, our closing was over a month before the end of the lease (Sept 30, 2022). We had the house completely empty (except for items that were there when we moved in) and paid $400 for a professional cleaning. We returned the keys and possession of the property to OnQ on Sept 2, 2022. We had a $7000 deposit. There were two occasions we were notified of a move-out inspection and we were present both times. Neither time was the inspection completed due to something with the water not being on. I was told we would be updated the 3rd time someone went out. That did not happen. On 9/23/22 (14 business days after keys were returned), we emailed at 4pm to find out the status of our deposit refund. The response was, "Something is in the mail." The following week we did receive the disposition of security deposit stating that they were going to keep all our deposit and only had it at $5000. After the owner didn't respond to them, they did sent a partial deposit of $3905.17, but still withheld $3,094.83. As of now, we are still disputing $1094.34. They claimed a move-in inspection was done, but that was a month before we moved in and the home was occupied during that month. We have disputed with *** and even met with them and homeowner with no resolution.

  

  Business Response

  Date: 11/02/2022

  On Q was brought on to manage this property after any sort of move-in inspection was preformed. We also were not in possession of the security deposit, as the owner of the property collected it before hiring On ** We have already asked the owner to adjust the amount of the security deposit that was returned and we have reached out to them again to see if they would make further considerations.

  We're happy to continue a line of communication with Sheri ******. We have left multiple messages with the owner and will update ***** as soon as we hear back.

  ***** can also feel free to email our Director of Property Management, *********************** at ************** with any further questions she may have.

• Initial Complaint

  Date:10/17/2022

  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.

  Hi My name is ***************** , I was a client of OnQ property Management Company in *******. I am filling this compliant because OnQ owns me $1196.00.With the account information I provided to ****** : *************** Checking routing number and account number ,OnQ PM company deposited my rent money $1196.00 to someone else's account in CHASE bank By Pay ACH, payment date :07/11/2022, withdrawl. date : 07/12/2022. Payment account : NEWMESATRUST, last modified by : *****-07/12/2022, They also deposit my rent money $817.00 to someone else's account in CHASE bank on 05/09/2022.After filing a complaint to Onq, OnQ 's accountant *********************** helped me and returned $817.00 to me by check. But they still own me $1196.00 now.

  

  Business Response

  Date: 10/21/2022

  We initiated the direct deposit directly to the routing and account number the owner provided in her on boarding paperwork. The routing and account number provided were not hers and mistakenly credited to the wrong account. We have been trying to recoup these funds for months. We have submitted an indemnification request with Realpage to try to recoup the funds.

   

  We would encourage the customer to reach out to our accounting department with any further questions. She can directly email Jerem at *************** or call our office any time to speak with him.