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:08/19/2025

  Type:Billing 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.

  My apartment started using foxen as a a waiver which i did not sign up for they started charging me 16 a month while my current insurance was in the process of renewal from my insurance never lapsed I was still cover for July 1st to the 6th with insurance renewal the start of July 7th I did my insurance renewal on may 22 2025

  Business Response

  Date: 08/25/2025

  Hi ******,
  
  Thank you for reaching out. We apologize for any inconvenience this may have caused. It looks like multiple screenshots of your renter’s insurance policy were submitted instead of a full PDF copy, which is why the policy was initially rejected. We have gone ahead and issued a credit of $32.00. Since your policy meets the requirements, we were able to combine the documents and approve your policy. If you have any questions or concerns, please do not hesitate to reach out to us at ***************** 

  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 08/25/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:07/10/2025

  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.

  I'm being forced to illegally pay for this waiver that is not a renters insurance policy and my lease does not require any such policy to cover landlords property.

  My lease states "Landlord shall not insure Tenant for any personal injury or property damage including that caused by by the act or omission of any other tenant or third party, or by any criminal act or activity, war, riot, insurrection, fire or act of God. ****** shall obtain and pay for for any insurance that the tenant deems necessary to protect tenant from any loss or expense that maybe caused by such persons or events"

  Also they claim it 8s a material breach which it is not. The court reasoned that the failure to comply with [the] lease provision was a trivial breach because the provision benefits the tenant, not the landlord. (Id. at ****************** NIVO 1did not analyze the materiality requirement in light of a forfeiture clause, ******, supra, 110 Cal.590, and other cases establish that a materiality requirement.

  For example, ****** and ***** admonishes that a landlord cannot terminate the lease unless the tenants breach of the condition is material or substantial. (10 ****** & *****, ***. Real Estate (4th *** 2015) 34:181, p.34-566, citing NIVO 1, supra, 217 Cal.App.4th Supp.1.) It continues, Every default by a tenant does not necessarily justify the landlords termination of the tenancy, and this is especially true when the breach involves a non monetary covenant in the lease. (10 ****** & *****, supra, 34:181, p.34-565.)

  Business Response

  Date: 07/15/2025

  Good afternoon ***********, 
  
  Thank you for reaching out. We strive to ensure all residents are satisfied with their experience. We are currently reviewing your account and are in communication with your property manager to address the matter. We sincerely appreciate your patience and understanding and will follow up as soon as we have an update. 
  
  Thank you, 
  
  The Foxen Team

  Customer Answer

  Date: 07/15/2025

  I look forward to receiving your update.
  

  Customer Answer

  Date: 07/22/2025

  As of today, I have not received any further communication on this issue. 

  Customer Answer

  Date: 07/25/2025

  Here is what is written in my lease, line 15.
  

  Business Response

  Date: 07/30/2025

  Thank you for bringing this matter to our attention. We understand how unexpected charges can be frustrating and appreciate the opportunity to clarify.
  
  Foxen provides a Property Damage Liability Waiver Program to your landlord to help manage the risk of property damage caused by tenants who do not maintain renters insurance. When a tenant doesnt provide proof of insurance, landlords may enroll them in the Waiver Program. This is not insurance for the tenant. Rather, the Waiver Program is an agreement between the landlord and tenant where the landlord waives their right to recover certain property damage costs from the tenant in exchange for a monthly fee.
  
  To be clear, Foxen does not provide any insurance coverage for the tenant. Foxen role is to monitor for the landlord their tenants compliance with the insurance requirement of the lease, and to provide administrative services for the Waiver Program.
  
  Weve reviewed your inquiry and determined that the Waiver Program does not currently apply to you. At this time, we can confirm that you are unenrolled from the Waiver Program and that all charges you have incurred from your prior enrollment have been credited back to you. 
  
  If you have any questions, please feel free to contact us at ***********************************************************. 
  
  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 08/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********** ****

• Initial Complaint

  Date:07/06/2025

  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.

  I have a signed lease with renters insurance approved. My apartment complex, ***** ***** ** *********, recently decided to sign a deal with Foxen. They want us to update our renters insurance by end of month to have ***** ***** as the name with the address and PO Box that is in a different state and belongs to foxen. That doesn’t seem legal, and if I do not do this they will charge me $15/month, which was not stated in the lease anywhere when I signed it (lease began 05/2025) Since there was no update to the coverage requirements, this seems illegal too.

  Business Response

  Date: 07/21/2025

  Hi ******, 

  Thank you for reaching out. We value your feedback and want to provide clarity regarding your concerns.
  
  Your
  Lease Agreement requires you to maintain at least $100,000 in Liability
  Insurance to cover certain damage that you may accidentally cause to the
  property. Arbor Lakes recently partnered with Foxen to begin monitoring
  residents’ compliance with this requirement, as well as to manage a Property
  Damage Liability Waiver Program. As an option to meet your Lease requirements,
  you are eligible to enroll in the Community’s Waiver Program for $15 per month,
  which is conveniently paid with your monthly rent. The Waiver Program begins on
  8/1/2025.
  
  We want to
  clarify the Waiver Program is not an insurance policy for residents but rather
  a contractual arrangement between the landlord and the resident. Under this
  program, the landlord agrees to waive the enrolled resident's liability for
  certain types of damage. We also want to assure you that Foxen operates in full
  compliance with applicable laws and regulations.
  
  Foxen has received your third-party renter's insurance on 7/14/2025 so you will not be
  automatically enrolled in the Program on 8/1/2025. There are currently no fees
  on your account. If you have any questions or concerns, please feel free to
  reach out to *****************
  
  Thank you!

  Customer Answer

  Date: 07/24/2025

  You cannot automatically bill the lessee additional charges that were not stated in the signed lease. You are automatically billing every single month, for a service that no one consented to. This is a service you are providing to the lessor, not for the lessee. It is even stated that the coverage amounts do not change. So please, do clearly state how anything I have written is untrue. It costs me nothing to file complaint after complaint against you, but you have to pay someone to respond and craft answers with holes in them.
  
  Warmest Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/11/2025

  Type:Billing 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.

  In looking at the past reviews it appears that my situation is similar to those who submitted complaints previous to me.

  I am a resident at *************************** and was incorrectly charged a $7.25 monthly liability insurance fee by Foxen ***** 2025. I have and have always had s valid third-party liability insurance policy from the same private company for the past 7 years that met all lease requirements.

  This policy was submitted to property management prior to lease renewal.When I noticed the charges from ***** were not fully credited, I reached out to the property manager. I was then informed that Foxen rejected my policy because the additional interested party was listed incorrectly. This change required me to take out an entirely new policy but maintained my continuous coverage. This delay led to an additional fee charged (although there was no lapse in coverage) and I was not issued my full credit.

  I also received no notification of these fees from Foxen or my property and only noticed the extra charges when I checked my ledger balance.

  I have requested the full credit from Foxen but have been denied. This is just a plain and simple shady business with shady business practices.

  Business Response

  Date: 06/13/2025

  Hi *****,
  
  Thank you for bringing this matter to our attention. We are sorry to hear about your experience and any inconvenience it may have caused. Customer satisfaction is our top priority, and we take your feedback seriously.
  
  Please note that we have issued the remaining $6.04 credit to your account on 6/13/2025.
  
  If you have any further questions, feel free to contact us directly at ***********************************************************, as we would be happy to assist you.

  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 06/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:05/17/2025

  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.

  I am a resident at ****** ******* I and was incorrectly charged a $15 monthly liability insurance fee by Foxen from February 2025 to May 2025, totaling $60. I had valid third-party liability insurance coverage from September 2024 to September 2025, meeting all lease requirements. This policy was submitted to ****** ******* property management prior to lease signing.
  

  
  When I noticed the charges in early April, I contacted the leasing office. They confirmed Foxen manages these fees and said Foxen could waive them upon receiving proof of insurance. I promptly uploaded my insurance document to Foxen’s system in April. Foxen initially rejected it because ****** ******* was not listed as an additional property, though my home address clearly shows ****** ******* on the policy. This delay led to an additional $15 liability fee charged on May 1.
  

  
  On May 14, Foxen acknowledged my coverage, removed future charges, but refused to refund previous fees, claiming they had “assumed risk” before receiving the policy. These fees result from an administrative failure to recognize valid insurance I had at all times.
  
  This is not a lack of coverage issue, but an internal error between Foxen and ****** *******. I should not be penalized for a clerical or communication failure beyond my control.

  I also received no notification of these fees from Foxen or ****** ******* and only noticed the extra charges in April because my rent is paid automatically.
  
  I have requested removal of the $60 charge, which is a billing error. Foxen has denied my request and continues to hold me responsible for fees I should not owe.

   

  Business Response

  Date: 05/21/2025

  Hello,

  Thank you for reaching out and providing a detailed explanation of your situation. We understand your concerns and want to help resolve this matter as quickly as possible.
  
  To better assist you, we will need a few more details to locate your account and investigate further:
  
  1. The name of your property management company
  2. Your full property address
  3. Your unit number
  
  Once we have this information, we will be able to review your account and work toward a resolution.
  
  We appreciate your patience and look forward to your reply. 
  
  Thank you, 

  The Foxen Team

• Initial Complaint

  Date:03/28/2025

  Type:Billing 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.

  Foxen is somehow able to add charges to my lease through another company. I've had my services set up since the beginning of my lease with ******** **********. My lease states documentation needs to be provided of insurance, or I will be auto-enrolled into a tenant liability insurance program. I uploaded proof of insurance running from 2/20/25 to 2/20/26. After 3/17/25, a charge was added to my account for Foxen insurance. When I contacted ********, I was told that they forgot to send me procedures for move in. They immediately forwarded a document with steps before moving in: setting up electricity, setting up insurance, and completing the move in condition report. I had already completed the steps from what the agent that showed me the property verbally told me, but uploading another proof of insurance with this other company, Foxen, was new. I was informed that once I uploaded the proof of insurance again through Foxen, Foxen will validate and remove the charges. I uploaded the proof of insurance through Foxen immediately following this conversation with the ******** agent. Foxen has sent me an email stating that I "should've provided at the time of move in" but because I did not, the charges are valid. Foxen is not mentioned a single time in the lease I signed. If it were, I'd have researched and verified my insurance was uploaded to this secondary site myself before moving in. Foxen is refusing to remove the charge. This is a very predatory practice and company.

  Business Response

  Date: 04/01/2025

  Hello, 
  
  Thank you for reaching out to Foxen! We appreciate your patience and apologize for any inconvenience this may have caused. Based on our records, a pro-rated Foxen Waiver Program charge of $5.63 was applied on 3/17/2025 and subsequently credited on 3/27/2025 after your third-party insurance policy was received. At this time, there are no additional Foxen Waiver charges on your account. If you have any additional questions or concerns, please feel free to reach out to Foxen directly at **************** as we would be happy to assist. 

  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 04/02/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  *** *****

• Initial Complaint

  Date:03/21/2025

  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.

  I live in a complex where they use Foxen for their renter insurance for those tenants that dont have renters insurance.

  In my case I have had renter insurance since moving into this apartment. I sent the proof of insurance to Foxen upon moving into and also several time after. I didnt notice that they were charging me for this insurance until months after living here. They have charged me every month for renter insurance inspite of them having proof that I have been insured by Assurrant. I send emails , there are no response.

  I contacted the corporate office over my apartments and this is the only reason they responded today. I was in the rent office in January and their system showed the renters insurance that I had from assurance was accepted.

  Foxen was still placing fees on my account for their **********************. I have proof from ******** where they sent them proof of coverage on more than one occasion.

   

  Business Response

  Date: 03/26/2025

  Dear ******,
  
  Thank you for contacting Foxen! We value your feedback and want to provide clarity regarding your inquiry. Below is a detailed timeline of events for your reference:
  
  June 5, 2024 Foxen Addendum signed.
  June 5, 2024 A pro-rated Foxen Waiver Charge of $12.63 added.
  December 9, 2024 Renters insurance policy submitted to Foxen via the website.
  December 9, 2024 Policy rejected due to missing insured address; rejection notification sent.
  December 20, 2024 Full PDF copy of renters insurance policy, including all required details, submitted.
  December 23, 2024 Policy approved, and a credit of $14.50 issued on January 1, 2025.
  January 27, 2025 Policy expired.
  Expiration notifications sent on:
  December 28, 2024
  January 12, 2025
  January 27, 2025
  February 7, 2025 Renewal policy submitted to Foxen.
  February 1, 2025 Credit of $14.50 issued for February.
  February 10, 2025 We received an email from you regarding your policy.
  February 10, 2025 A Resident Support Specialist replied to your email with policy requirements.
  March 21, 2025 We received an email from you regarding credits to your account.
  March 21, 2025 We received a website submission from you regarding credits to your account.
  March 21, 2025 A Resident Support Specialist emailed you and issued a credit of $14.50 to your account.
  
  To ensure we address your request for further credits, we kindly ask that you provide a copy of the email sent to your property management in June 2024 or any emails from Assurant confirming that your policy was sent to Foxen. Once we receive this information, we will promptly review your account and determine if additional credits are warranted.
  
  Please feel free to reach out if you have any questions or need clarification.
  
  Thank you, 
  The Foxen Team

• Initial Complaint

  Date:03/21/2025

  Type:Billing 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.

  Since my moved from apartment 1086 to 1184 there have been various owners and I have had continuous renters insurance coverage with ********. My insurance agent has sent numerous copies of my insurance policy at least 3 times and been asked to make an account to show I have a policy.

  I keep telling my agent that they keep asking for another and she complied. ************ staff, again numerous staff, keep telling me that this is NOT for insurance but an amenity waiver fee, so $25 has been deducted from the start of my move May 10, 2024.

  I just found out from front office that this waiver is indeed insurance which ******** has been charging me and providing for almost 2 years.

  Foxen now conveniently doesnt want to refund these monies to me or apply it to my rent!

  Business Response

  Date: 03/27/2025

  Hello *******, 

  Thank you for reaching out. We understand your concerns regarding the charges and the documentation provided for your renters insurance coverage. After reviewing your account, we will be issuing a credit of $217.74 to reflect the applicable adjustment. You will see this credit applied to your account on April 1, 2025.
  
  Please let us know if you have any further questions or need any additional assistance.
  
  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 04/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/12/2025

  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 renters insurance with Foxen. There was a fire in the unit behind mine, causing some property damage for ******* belongings. They refuse to pay me bc they paid all the money to pine hills (my ********** there is none left for my damages. This feels illegal.

  Business Response

  Date: 03/17/2025

  Hi *******,
  
  We appreciate the opportunity to clarify how the Waiver Program operates and address any questions you may have. Our goal is to provide clear communication and support to residents, and we want to ensure you have the correct information regarding the Programs terms and limitations.
  
  We want to clarify the Waiver Program is not an insurance policy for residents but rather a contractual arrangement between the landlord and the resident.

  Under this program, the landlord agrees to waive the enrolled residents liability for certain types of damage. Your landlords Waiver Program includes a reimbursement for damage to a residents personal property.

  However, the Waiver Program prioritizes covering damage to the landlords property. If the total cost of damage reaches the $100,000 program limit, no additional funds are available for other reimbursements to residents personal property. In this case, because the fire caused significant damage to the property, the full $100,000 indemnification limit was exhausted, and as a result, there were no remaining funds available to reimburse you for damages to your personal property.
  
  We also want to assure you that Foxen operates in full compliance with applicable laws and regulations. If you would like to unenroll from the Waiver Program, please feel free to send us a copy of your third-party renter's insurance policy to ********************************* or upload a PDF copy to our website for review. If you have any questions about the Waiver Program, please reach out to ********************************* as we would be happy to assist.
  
  Thank you, 

  The Foxen Team

• Initial Complaint

  Date:02/19/2025

  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.

  This company charged me two months of insurance for a product we never signed up for. Our building signed a contract with them. However, i currently have insurance and sent my proof of insurance to them so I won't get charged. They did not send me an email with their criteria of them needing their address on my policy. They denied my request, and never sent me an email stating I was denied after not supplying me with their criteria.

  There is no transparency with this company, and they use it to bait and switch, so they can charge tenants for their product. I contacted their customer care, and they will not comply to reversey these charges, even though the property acknowledged their transparency issues, and believe this company should refund my money.

  Business Response

  Date: 02/24/2025

  Hi *******,
  
  Thank you for reaching out.
  
  Residents at ******** ****** were notified about Foxen during the week of November 26, 2024 (please see the attached flyer). The notice stated that third-party insurance policies needed to be submitted to Foxen by January 1, 2025, to avoid automatic enrollment in the Waiver Program.
  
  Foxen received your third-party insurance policy on December 16, 2024, but it was rejected on December 17, 2024, due to missing requirements. An email notification was sent to you on December 17, 2024, outlining the necessary changes for approval.
  
  We received another copy of your policy on February 17, 2025, which was rejected on February 18, 2025. A subsequent copy was submitted on February 18, 2025, but was also rejected the same day, with a notification sent regarding the required updates. Your final submission on February 18, 2025, was approved on February 19, 2025.
  
  A pro-rated credit of $5.00 was applied on February 19, 2025. Additionally, as a courtesy, Foxen issued an extra credit of $20.00, bringing your balance with Foxen to $0.00.
  
  If you have any questions or concerns, please feel free to reach out to our team at *****************
  
  Thank you, 
  
  The Foxen Team
  
  

  Customer Answer

  Date: 02/25/2025

  This issue was resolved, as I see a credit back on my account. I did give them the correct information, and that was my complaint. I understand their policy, and I followed it and was still initially charged. The issue has been resolved.