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:03/31/2025

  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.

  Homebox, *******, Representative sent a vendor to my condominium located at *********************************, that destroyed my washer and dryer and than did not want to repair or replace my unit. In addition, ******* has refused to return my countless calls to resolve this matter. Also under his leadership, the vendor that he sent to my unit never completed the work, and now I am left with an unpainted ceiling and a damaged washer and dryer unit.. Also, he sent a vendor that caused my unit to flood, then he refused to this date to paint the baseboards. I am still waiting on a replacement lid for my washer that the service provider damaged while making repairs. ******* does not respond, and he says he is going to do thing and he always under delivers. ******* just lies.Our last conversation on January *******, he mentioned that he was going to have some type of remedy to address my concerns, but to date, he has avoided me.

  Business Response

  Date: 04/14/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to the complaint submitted by Ms. **** ******* regarding her unit at ************************************
  We take resident concerns seriously and would like to offer the following clarifications:
  Vendor Coordination and Scope of ***********************start="609" data-end="612"> The repair work referenced by Ms. ******* was not coordinated by Homebox. All service visits were arranged by the ***************************************, through its former on-site building manager and building engineer. The contractor involved **** Duct) was hired by the associationnot by Homeboxand performed work on the associations behalf.
  Change in *******************start="989" data-end="992"> As of February 1, 2025, Homebox officially ceased managing **************************************** This change was communicated to residents, including Ms. ******** Since that date, Homebox no longer has authority, oversight, or access to association funds, and is unable to coordinate or resolve any matters on behalf of the association.
  Communication and **********************start="1374" data-end="1377"> Our last recorded communication with Ms. ******* occurred on January 31, 2025, during a phone call with the building engineer, Mr. ******* *****. Immediately following that call, we sent an email to Ms. ******* with the documentation she requested, including the vendor invoices.
  We have not received any further calls or emails from Ms. ******* through our official company contact channels since that date.
  Clarification on *********************start="1833" data-end="1836"> While we always strive to be helpful and responsive during our management period, no promises were made by Homebox beyond what we were authorized or empowered to deliver. Any expectation that Homebox continues to address building-related mattersafter our management agreement endedreflects a misunderstanding of our current role. We understand Ms. ******** frustration, but it would be inaccurate and unfair to hold Homebox responsible for actions or repairs that fall under the current managements purview.
  Next Steps for *******************start="2385" data-end="2388"> We encourage Ms. ******* to contact the new property management company, **************, which now represents the ************************************************** She may reach out directly to ***** **** at ****************************** or contact the board of directors for further support.
  We hope this clarifies our position and respectfully request that this complaint be closed, as Homebox is no longer involved with the property and has provided all available documentation to the resident.
  Sincerely,
  ******* ********
  Homebox *******************

• Initial Complaint

  Date:03/13/2025

  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 have been using Homebox for my property management of my primary home in *******************. They were extremely friendly and helpful in setting up my account, getting a tenant placed, and ensuring my payments began on time.However, I've run into a significant issue regarding response times with the company, specifically as it pertains to explanations regarding repairs that they service through their own contractor.While I have NEVER objected to having something fixed on my behalf (honestly - that's why they get paid), I have ALWAYS asked that they inform me as to WHY something was being done, and to give me timely heads-up notifications that my pay would be less for one reason or another.Most recent example:On February 6, 2025, I inquired to **** ****** ************************************** the Chief Portfolio Officer, as to why I had been charged over $737for a repair conducted on my home. According to the website, it was in regards to declogging a drain. I had been charged for declogging a drain the previous year, and I immediately asked what the issue was, why I was having to pay for someone clogging their drain while living in my house, etc. Timeline:Feb 6 - email sent to **** asking for update/information.Feb 18 - another email sent to **** asking for update/information.Feb 23 - another email sent to **** asking for update/information.Feb 24 - email received; **** states: Hi ****, I'm working on this- it appears to be related to the original leak; not a new leak- but I am gathering information from the vendor and maintenance team to confirm.Mar 5 - another email sent to **** asking for update/information to her Feb 24 email.Mar 9 - another email sent to **** asking for update/information to her Feb 24 email.The issue has STILL not been resolved... I have no idea what's happening. I've also called and left voicemails - nothing ******** my heart, I believe I should be refunded at LEAST two month's management fees for how obnoxious this is.

  Business Response

  Date: 03/29/2025

  We sincerely apologize for the delay in communication and the frustration this caused Mr. ****** We take full responsibility for not meeting the level of responsiveness he rightfully expected.
  Upon reviewing the matter, we confirmed that the plumbing charge in question was related to a recurring drain backup that ultimately required a specialized vendor to resolve. The invoice was delayed in reaching us, which unfortunately contributed to the confusion. To clarify this and other concerns, our Chief Operating Officer reached out directly to Mr. ****** provided a thorough explanation, and shared all supporting documentation related to the repairs.
  We also addressed additional concerns raised, including the status of Quarterly Health Check reports and renters insurance documentation. We confirmed the last inspection date, explained the back-office oversight regarding insurance records, and are ensuring the system is updated accordingly.
  As part of our commitment to improving service, we have recently hired new administrative support staff and implemented a call center to strengthen our communication with clients. In acknowledgment of the inconvenience caused, we extended a credit of two months of management fees to Mr. ****** which he accepted.
  Mr. ***** expressed appreciation for the transparency and corrective actions, and confirmed his intention to close the BBB complaint. We are grateful for his feedback and remain committed to continuously improving our service.

• Initial Complaint

  Date:03/06/2024

  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.

  I recently moved in to a rental property that is being managed by this company. I was provide parking permits that were expired for over two years (2022). The property HOA had my car towed and had to pay fees to get the vehicle out of the impound and also transportation to the site. I contacted this company and they would not reimburse me and claimed it was not their responsibility and for me to discuss being reimbursed by the HOA, even though they are liable to provide accurate and correct items for the property they are managing to the tenants.

  Business Response

  Date: 03/21/2024

  Dear Dispute Resolution Team,
  
  Thank you for your assistance in this matter. We are writing to address the concerns raised by *** ******* ******* and to clarify the circumstances that led to the unfortunate incident of his vehicle being towed, as well as the steps we are taking to resolve the issue.
  
  Clarification of Roles and Responsibilities:
  - Distinction Between Homebox and HOA: It is important to clarify that Homebox, as the leasing party, is responsible for tenant leasing and general property management. However, parking allocations and the enforcement of condominium rules, including the issuance and management of parking passes, fall under the jurisdiction of the Homeowners’ Association (HOA). This distinction is critical in understanding the demarcation of responsibilities regarding the incident in question.
  - ** *******'s Acknowledgment of HOA Rules: At the commencement of his lease, *** ******* was provided with, and acknowledged, the rules and regulations governed by the HOA, which include the requirements for vehicle registration and parking pass acquisition. This acknowledgment is part of our leasing process, designed to ensure tenants are fully informed of their responsibilities concerning HOA policies.
  - Homebox Unaware of HOA’s Challenges: We were not made aware of the HOA’s delays in issuing updated parking passes and their inconsistent towing enforcement until after *** *******’s vehicle was towed. This hindered our ability to preemptively address or mitigate the situation.
  
  Resolution and Proactive Measures:
  - In recognition of the inconvenience and financial burden placed on Mr. Emerson, Homebox has reimbursed him for the towing and transportation costs. This decision was made to immediately alleviate the direct impact of the towing incident, while we continue to address the broader issues with the HOA.

  - We are actively engaging with the HOA to address the communication breakdown and to implement a clearer, more efficient process for parking pass updates and enforcement policies. Our aim is to safeguard against future incidents that may negatively affect our tenants.

  - Homebox is also reinforcing our internal processes to enhance the clarity and accessibility of information regarding HOA rules and responsibilities for our tenants. This includes a review of our leasing agreements and welcome packets to ensure comprehensive coverage of all pertinent HOA policies.
  
  We sincerely regret the inconvenience experienced by *** *******, and are committed to ensuring such incidents are avoided in the future. We will continue searching for and implementing proactive processes to improve tenant satisfaction and facilitating a comfortable living environment.
  
  Thank you for allowing us to address this issue.
  
  Sincerely,

  Homebox

• Initial Complaint

  Date:03/23/2023

  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.

  It’s basically DC Voucher discrimination. I applied for a property on 2/25/2023. The website states, it’s a 5 to 7 day process. Prior to submitting the application over, I email **** to make her aware I was denied the first time but since November I’ve paid my credit cards down, due to my stroke. **** from Homebox asked me to resubmit and give her the receipts. I begin emailing Homebox email after my end date and received no response. On March 8,2023 I finally receive a response, stating I was one of the applicants the landlord was making a decision on. I reached out to **** again, making her aware my voucher expires in April,so can she provide me the landlord decision, no response. On March 23,2023 I received a letter stating I was denied due to credit. We initially spoke of this that due to my stroke & vision I wasn’t working and fell behind on my bills. Provided more than enough proof. Basically. **** played games she never even ran the report until today,so how could the landlord be deciding on my application. I want my $50 refunded. It’s clearly discrimination. I went to the website and the house is still available and they stage the property for a certain clients. If you take a look at the last email, it’s coming off as the landlord . If my credit was denied, why would you ask me to apply for another one of your property. It’s against the law, for Homebox or the landlord to discriminate against voucher holders.

  Business Response

  Date: 05/05/2023

  Thank you for sharing your concerns regarding our application process. At Homebox, we prioritize adhering to DCs fair housing procedures and ensuring a transparent and non-discriminatory process for all applicants.
  To provide some clarity, our standard application approval timeline is 5-7 business days. Your first application, submitted on 11/28/2022, was reviewed within this timeframe and a decision letter was sent on 12/7/2022. We received a second application from you on 2/27/2023, but it was incomplete, which led us to request additional documentation on 2/28/2023 and again on 3/1/2023. After you provided the necessary documentation on 3/20/2023, we completed a thorough review and promptly sent you a decision letter.
  We understand that the outcome may not always align with an applicants expectations, but please rest assured that our screening process is consistently fair and unbiased. We appreciate your interest in Homebox properties and would be more than happy to continue showing you available options. As a gesture of goodwill, we are also willing to reimburse your application fee.
  Thank you for considering Homebox.