Complaints

This profile includes complaints for Intrigue Indy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Intrigue Indy

  350 Massachusetts Ave Ste 300 Indianapolis, IN 46204-2271

• 

  Intrigue Indy

  230 E 16th St Indianapolis, IN 46202-2502

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:04/07/2025

  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.

  Hot water heater is going out and my landlord is stating he has attempted to reach out but hasnt contacted me and now is not responding to email or phone communication. He also states him and the owner will not be renewing my lease from our previous conversation with no excuse as of why. Hes now being spiteful and not returning any line of communication. He reached out to me to harass me about the trash in the back and how hes going to charge me when its not mine but never once said it to my neighbor who shared the same building as me. This is starting to feel like discrimination and harassment.

  Business Response

  Date: 04/10/2025

  First and foremost, the owner is not required to give a reason for the notice. The owner has every right to deliver a notice of non-renewal. The reason behind filing a notice of non-renewal was the tenant's refusal to cooperate with routine pest control treatment, an effort to ensure the comfort of all tenants. Prior to the event of refusal to cooperate for pest control services, she threatened neighbors. This tenant is very confrontational. Throughout her tenancy, all of her maintenance requests have been completed in a timely manner. The mentioned city violation is a mattress and bed frame, clearly stored behind her garage space, most likely furniture she doesn't intend on getting rid of once she moves. Intrigue treats every tenant with the same level of professionalism and respect, and will continue to do as a core value to the company. 

• Initial Complaint

  Date:07/08/2024

  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.

  On June 6, 2024 - Property management at Intrigue decided on their own to hire pay an AC contractor for $928.00 without approval from me (legal owner of the property). Our management agreement specially called for owner approval (my approval) of any expenditure over $150.. Which they failed to request. Had they reached out I would have indicated that current systems are under warranty and no such expenditure would have been approved. I've requested restitution of amount over their allowed $150 contract approval. And now they re claiming they tried to reach me w/out getting an answer hence they had to approve the payment. I was never contacted by anyone from Intrigue on 6/6 before or after about this expenditure. Just learned about because I checked my monthly statement. Think their actions are fraudulent.

  Business Response

  Date: 07/15/2024

  Per our operations team:
  No acts of business that we have ever committed have been fraudulent. Some additional context in regard to this repair, the tenant in the upstairs unit had submitted a maintenance request that her air conditioning had gone out, and her interior temperature was 90+ degrees. This issue was urgent. We had a licensed HVAC technician go out the same day, make the necessary repairs needed. Preventing the tenant to call the health department, along with becoming upset, or the Air conditioner to be further damaged. All of the actions taken throughout this repair, and along with the 3+ years of doing business with Rod prior to this, was for his and his properties best interest. 
  

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Intrigue's response now states that tenant had threatened to call health department and that is why they operated in my best interest.  Having dealt with ****** and his team at intrigue for over 3 years I know now that is no the case.  I also know ********* my tenant at that unit and she's super reasonable.  Not only that but she reached out to me directly when two days later after intrigue's haste decision failed to keep her AC operating.  Causing me an additional $740 in repairs (all done under the units manufacturers warranty). Having managed properties for over 25 years I know that an AC malfunction does not constitute an emergency, it requires fast action yes.  I've attached Intrigue's last response to me on this issue, as to why they authorized the repair without contact me the owner, their claim was that "owner was unreachable"  If they would have contacted me as required under their contract  would have directed them to the installer that has a 24hr after hours service, and they would have repaired my AC as appropriate under the manufactures specified warranty. ****** at Intrigue was just lazy and never did his job, and now is making stuff up.

  Regards,
  
  ***********************************

  
  

• Initial Complaint

  Date:05/30/2023

  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.

  Havent had heat or air in apartment since move in. Have reached out several time left messages and put request in but day 28 and no one reached out . No attempt of fixing the issue. Wiring issues are exposed throughout the home leading to no working outlets throughout the house , uncontrolled switches in living room due to wiring connected to neighbors living room lighting. Exposed ductwork in the basement (opened area) not blocked off. Exposed Wiring throughout the basement not capped. Didnt receive all access to property, keys excluded access to garage that doesnt open from car port area

  Business Response

  Date: 05/31/2023

  Report from Operations Manager:
  "The tenant's heat situation was handled within a matter of 48 hours when brought to our attention. The property was not offered with central AC, the tenant signed the lease and accepted the property with its current amenities on the day she moved in. After move-in, the tenant showed minor disappointment in the fact that the property does not have central AC, but I relayed to her that the owner will allow her to install AC window units at her discretion. This is the first I am hearing of the electrical issue and key discrepancy, I will reach out to her to address this ASAP."

• Initial Complaint

  Date:04/17/2023

  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.

  Myself and my boyfriend were tenants at one of their properties. We received a very generic email saying they were keeping the full security deposit. After SEVERAL phone calls that were ignored, manager texted me. He then sent a list from the owner, after I requested it. Most items we are being charged for were already reported BY US before move in. They were already damaged. I took photos and sent an email to the property management group documenting this. he waited 5 days, to which then I had to text him and remind him of our predicament, to respond with they were keeping the whole deposit.Items they charged us:1: Window Seals need touched up. My response: We did not remove or damage any windows while living there.2: Loose k*** to basement. response: The k*** was like that when we moved in. The k*** is also about 100 years old.3: Blinds replaced. response: Blinds were recorded and reported before move in. Myself and my boyfriend had to buy replacements for the one's we needed while living there since no action was taken after we submitted the walk through.4: Water Damage to downstairs restroom. response: Also recorded and reported before move in. In fact all sinks were reported due to leaks.5: Paint touch **** response: To my understanding, paint touch *** are not the tenants responsibility. No damage was done to the walls.6: Fix light switch. response: Upon move out, all light switches were in tact and working. They will not give any further information.7: Detrash back yard. response: we reported and recorded this issue as well. Trash blows around in the city especially in that area. We cleaned day of move out and it should not be our responsibility if others' trash blows in the yard.To this day they will not give me any clarity or proof that our lease condones the above. Also we went months without a dishwasher after reporting the issue and each time we called their response was: next week. Or: in a few days. Then would never show up to fix it.

  Business Response

  Date: 05/01/2023

  Hi *******, we take feedback extremely seriously for all tenants who call an Intrigue-managed property home.
  
  Regarding your maintenance request for your dishwasher, our contractor contacted you many times to try and get access to the home to repair it quickly and was never able to reach you. We always prioritize our tenants' maintenance requests.
  
  Regarding the security deposit, we take great care to ensure that our tenants receive their full deposit back, minus any deductions for damages beyond normal wear and tear. In this case, we had to withhold the security deposit due to documented damages including numerous locations of cat urine after move out, which required heavy remediation of stains and odors. We follow a strict protocol and provide detailed documentation to support any deductions made from the security deposit. If you have any questions or concerns about the security deposit, we would be happy to review the documentation with you and address any issues you may have. 

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We have text messages proving that the dishwasher guy reached out but never showed up. We also have test messages showing the property management group struggling to contact him as well. Quite simply thats a lie. He never scheduled a time with us to install the dishwasher. The one time he did, I stayed home from work and he never showed up. 
  

  I never received documentation from the property management group. In fact, the list I did get was a text message that never stated cat urine. And in order to get the list I had to call multiple times. So this documentation was never, ever shared with us. Again, all the things on the list were thing so reported before move in. ALSO, I had the whole house deep cleaned before move out. So interested in knowing what stains and cat urine they are referring to. Because AGAIN, I was never given documentation. All I received was a text message. Message received is attached.
  

  lastly no one has tried to talk to me on the phone. They ignore my calls and then text me. No one has tried to communicate in a professional way to me. 
  
  Regards,
  
  ****************

  
  

  Business Response

  Date: 05/05/2023

  Notes from our operations manager:

  The cleaner found cat urine all over the basement, as well as on the refrigerator, etc. Attached are the texts between them that the client sent over as well. 
  
  I have tried several times to communicate this all to Madison. 
  
  Link to Walkthrough: *********************************************************
  
  233 Parkview

  Touch up paint through living room area
  Window seals need touched up as well 
  Loose k*** heading torwards basement 
  Professionally clean throughout 
  Touch up paint in kitchen 
  Blinds in bathroom & where else needed 
  Inspect possible water damage in downstairs bathroom 
  Touch up paint in closet 
  Touch up paint on shelving with microwave 
  Remove all trash
  Repaint trim going upstairs
  Patch up holes and repaint in bedrooms
  Blinds in left front bedroom
  Fix light switch in right upstairs bedroom
  Outlet cover needed as well 
  Severe cat pee smell throughout basement and kitchen 
  Detrash Outback 
  Link to all messages with contractors, owner, etc. 
  
  *********************************************************
  
  Hope this helps! Let me know if you need anything else. 
  

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Okay Ive had to repeat myself so many times. Its very clear you want to keep the money and not honor your contract between us. Instead keep whatever cut you are receiving from the owner. Thats fine youre a business, usually means you dont care about s******* people over. 
  

  1. half those things on that list were documented by me before we moved in. And were never fixed. How am I responsible for broken things that were already there? 

  2. I professionally cleaned that house lol and know the state we left it in. There absolutely was not cat pee throughout the house. The basement floor was cleaned where we kept a litter box, swept and deep cleaned. 
  

  3. we paid a pet fee every month. And I know for a fact there was not cat urine on the refrigerator. What is the point in paying $600 dollars in the pet fees  if that isnt being used? 
  

  4. yes, you did send me a text. A text is not a professional document that you claimed to have sent me. Are you misremembering that? Also the text never called out any pet damage. Never outlined how our $600 per fee was used or  how our $1200 safety deposit was used. 
  

  5. the dishwasher guy literally called us two days ago to finally schedule an install. So, again its very clear you never communicated with him. I can provide the call logs if thats needed. So your claim that we were not answering  was absolutely insane, and you guys know how absurd that was. 
  

  Honestly would have accepted an apology that showed us you were aware that the owner was wrong or.. i dont know sent us the documentation we have requested. Or actually answered the phone when I called instead of just texting us about how youre keeping our money. But instead youre trying to point the finger back on us because you refuse to accept how wrong you guys are. Its disgusting and personally I dont think you should be aloud to work that way.

  
  Regards,
  
  ****************