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:04/19/2024

  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.

  04-18-2024 I was supposed to acquire a rental property from Darwin, and even though I paid all my fees and setup my account with documentation theyre refusing me access because the money hasnt cleared into their bank even though the lease agreement states access at 0:800 am 04/18/2024. I called The Darwin property manager named ********* and was told there was a policy to hold access until it clears and that it could take an addition 8-10 business days and that I could get a hotel on my credit card I requested a copy of this policy and her and several others informed me that they couldnt provide this because it was a company only policy so now I have a signed lease with an approved move in date and Im not allowed into the house and have to get a hotel on Affirm payments because I spent all my money to acquire this house.

  Business Response

  Date: 04/22/2024

  Dear *******,
   
  I hope this message finds you well.  Thank you for sharing your thoughts with us. While we are saddened and disappointed to hear about your experience. Our goal for each resident is to have nothing but a terrific experience with Darwin Homes. Clearly, we fell short of that goal for you. I wish to apologize for the time and frustration this issue has taken from you. 
   
  I would like to address the steps we have taken so far in the process.  On Thursday April 18th you reported some issues with your potential move in the home located at *******************************************************************  These issue was a problem with your payment not clearing prior to move in.  This items were escalated by your Move In Coordinator May to your direct property manager ******************  Your direct manager reached out to leadership for guidance on this process and followed directive.  As a disclaimer an email was sent on Tuesday April 16th two days prior to move in disclosing ACH payment would hold up move access if not cleared.  It is unfortunate you had this issue occur and ****************** directive to void the payment and resubmit with a Cash Pay Option is our standard SOP.  I was advise the payment cleared on Saturday and Darwin Homes MIMO provided access. 
  
  I was also made aware May has sent over a Docusign addendum to correct your move in date to Saturday.  Once this is signed and returned she will be able to remit a task to accounting to adjust your ledger and apply this credit towards May 2024 rent.  If you need any assistance with the document please reach out to ************************************. 
   
  I would like to close again with an apologue in hopes that this issue is was resolved in a timely manner. We want to do our best to understand your concerns and ensure you have a wonderful future experience with your your home and our team. We would also like to use this as a learning experience for our whole team to improve daily.
   
  Warmest Regards,
  *****************************
  Senior ******** Services Manager
  ************************************

• Initial Complaint

  Date:04/12/2024

  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 was living in a property managed by homeriver group and was switched to Darwin homes. When I moved out Darwin decided to keep my deposit and charge $500 for made up damages. They ended painting the entire house when only one room needed touch up paint. *** tried disputing it but the dont answer email nor phone calls. According to the state of Florida Within 30 days, the landlord must give you written notice of how much of the deposit will be kept and why. This must be done by certified mail, to the tenant's last known mailing address. If this notice is not sent as required within the 30-day period, the landlord forfeits their right to impose a claim on the deposit. They never did any of that and the want to send me to collections. I will be filing a lawsuit against if they do not contact me or handle this in the proper manner. This company has poor management, poor communication, and their employees dont know the rules and regulations. They think if they just ignore emails then they can steal the costumers money. All I want is my deposit back and for them to stop stealing their costumers money and communicate properly.

  Business Response

  Date: 04/24/2024

  The charges for the paint were revised and the resident was not charged for a whole house repaint. Additionally, we removed one of the charges for the broken screen due to documentation being provided showing that it was broken upon move in. (see attached) This results in the resident not owing anything for damages now. I have spoken with **** since and we have settled this matter. 

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service 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.

  Darwin homes acquired my property 3 weeks ago from the previous management company. My lease does not expire until November. Darwin homes is pressing me to sign up with Nutiliti which is not in the terms of my lease which has not expired. Also, Darwin homes went behind my back and disconnected my gas services and places them in their name to force me to sign up for Nutiliti which is not in the terms of my lease. I have called several times and no one answers the phone. This is fraudulent.

  Business Response

  Date: 05/07/2024

  I contacted ************ to explain the process for transferring ownership from her previous management company to Darwin. However, there was some confusion regarding the instructions for her utility account that came along with the list of residents from her previous company. Despite receiving instructions to transfer **************** utilities, it was discovered that her electric and gas were to remain in her name. To resolve the issue, I engaged in an extensive conversation with ************, addressing her concerns and answering any questions she had. 
  
  Our conversation resulted in a positive outcome, and we shared a few pleasantries along the way. Subsequently, I provided ************ with a direct line of contact for Darwin Homes moving forward. This resolution has now brought the issue to a close. 
  
  We appreciate all of our residents' patience and understanding throughout this process, and we remain focused on ensuring seamless communication and service in the future. 
  
  Thank you.

• Initial Complaint

  Date:04/11/2024

  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 created the service work for plumbing outside March 11, first answer I got March 14. This issue was solved after three weeks. So I got water bill with amount $767.69. All this time water was licking, I sent pictures and video about and also create in maintenance app service work but they ignored my notice about that is become worse. They also deleted all my messages from app. Very bad services!!!

  Business Response

  Date: 04/12/2024

  Good Afternoon,
  
  We hope this message finds you well. We have recently become aware of your concerns regarding the high water bill you received, and we sincerely apologize for any inconvenience or frustration this may have caused you.
  
  First and foremost, we want to assure you that we take your concerns seriously and are committed to addressing them promptly. Our goal is to provide transparent and satisfactory resolutions to all resident inquiries and issues.
  
  Upon receiving your complaint, we conducted a thorough investigation into the circumstances surrounding your high water bill. After reviewing your account history, we identified that a tree root intrusion has caused a leak in the main water line leading to your home which may have contributed to the unusually high bill. On 3/11/2024 the leak was reported to our maintenance vendor. The Lessen vendor responded on 3/15/2024 and reported a large magnolia tree root system caused damage to the main water line. We received and approved the bid for tree removal same day on 3/18/2024. The work was scheduled for completion, however there were multiple reschedule requests submitted. The tree and root removal was completed on 3/27/2024. Once the tree and roots were removed, a different vendor was scheduled to evaluate and bid for line repair which was completed and submitted on 3/29/2024. On 4/2/2024 the bid was approved and the vendor reached out for scheduling. On 4/4/2024 the vendor provided a temporary fix for the leak and advised the owner of additional work needed due to the water line damage being more extensive than previously thought/bid. The additional work was approved and the work is showing complete.
  
  Although we understand the frustration of this repair, situations such as this one require multiple trips, diagnostics, remedies, and repairs. Per our phone discussion, any overage on the water bill should be addressed directly with your water provider as the account is under the resident name and any disputes would need to be handled between the provider and consumer.
  
  It was a pleasure speaking with you. Please don't hesitate to reach out as we are always happy to assist and strive to ensure the satisfaction of our residents.
  
  Sincerely,
  
  
  
  ***********************
  
  Home Services Manager

• Initial Complaint

  Date:04/05/2024

  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 constantly being charged unscrupulous legal fees by Darwin Homes for so-called eviction proceedings when no such claim has EVER been filed against me. They are notorious for tacking on said fees within days of your rent being considered late, which guarantees they're able to collect additional money from tenants. Not only is this unscrupulous but it is against the law. They conveniently do not take phone calls or respond to email communication, to force tenants to pay extra fees. I have never experienced this type of treatment from any reputable company in all my life. Reading the number of complaints against this company is evident this is not an isolated incident. Not only are they taking advantage of consumers but they're also causing unnecessary pain and suffering for families faced with these practices monthly. They lock your online portal, forcing you to incur additional costs by overnighting payments, that are subsequently held upon receipt and not posted to accounts immediately, in order to tack on these trumped up legal fees, when no such contact from an attorney or legal claim being filed against you in court.

  Business Response

  Date: 05/03/2024

  Please see attached ledger showing payment history as well as both eviction filings and the lease. If the residents do not pay by the time the Legal Rent Demand Notice date expires, we lock the resident portal and require FULL payment to be mailed in certified funds in order to settle the account and an eviction not be filed. On 12/15/23 we filed eviction, 12/21/23 we received certified funds to settle the balance, the case should have been dismissed but there was a delay due to holidays and we will be refunding the legal fees totaling $310.85 due to this error. Eviction was filed again in Feb 2024 due to non-payment. March- 3/3/24 partial payment was received but not accepted. The remaining was sent on 3/26/24 which resolved the balance and the case was dismissed. The resident is responsible for legal fee associated with this, per their lease. 

  Customer Answer

  Date: 05/04/2024

  Complaint: 21534862
  
  I am rejecting this response because:
  

  The erroneous legal fees of $310 were added to my account on February 4th, which subsequently hindered me from making my rent payment on time. Attached please find correspondence with property manager stating that fact, along with copies of tracking information and certified funds for the erroneous balance of $2456 on February 29th. As you can see, they held February's rent requiring March's rent in certified funds as well, which was overnighted as well. Per their eviction filing of March 6th and additional legal fees of $300 that was due to their initial error. Had they not added those $310 in legal fees I could have paid my February rent on time. In essence, the additional legal fees for the eviction filed need to be reversed as well. As of this writing, May 4, 2024, my ledger balance has not been updated to remove any erroneous legal fees. 

  Regards,
  

  
  *********************-black

  Business Response

  Date: 05/06/2024

  The first payment of $2,051.20 made on 1/29/2024 was reversed as well as the payment made on 2/1/2024 of $2,051.20  was reversed. The legal fee was added on 2/12/2024 and the rent was already delinquent. Stating that the resident would have been able to pay the balance in full without the legal fees, is speculation and not based on facts since we did not have proof of certified funds for the rent balance due to so many reversals. 

  Customer Answer

  Date: 05/06/2024

  Complaint: 21534862
  
  I am rejecting this response because:

  To state that I was not able to pay the rent on that date is also speculation!!! The additional attorney fees are not valid. Darwin admitted to erroneously charging the $310 in legal fees and subsequently tacking on more legal fees is unscrupulous and I will not back down from my response. To wait until February 12th to add those additional fees when access to pay through the portal is locked a few days after is absurd, giving tenants no choice but to potentially default and face eviction. I have my bank statements to prove my balance but paying additional fees that were not justified in this economy could have easily led to a financial hardship for my family and I. But it's evident Darwin could care less about that and are only interested in scamming tenants.

  
  Regards,
  
  *********************-black

  Customer Answer

  Date: 06/12/2024

  Complaint: 21534862
  
  I am rejecting this response because:

  This is a follow up complaint to a previous complaint filed, where Darwin Homes refunded attorney's fees that were wrongly charged. They subsequently charged another set of legal fees which I also disputed but they deemed those were valid and refused to issue a refund. Fast forward to the end of my lease, which they initially offered a renewal only to turn around and rescind the renewal offer stating the property owner opted not to renew my lease which ends on July 2, 2024. After my June payment was not paid by the due date, they have now added a late fee, along with a June 2023 late notice fee, when my lease didn't start until July 2, 2023. A fee that was never charged the entire time I've lived there, and now they've also decided to add on additional attorney's fees, the same ones previously charged that I've already paid. This company is outright unscrupulous in all of their practices and this is illegal and there should be consequences for these business practices. They even added on a fee to repair a toilet paper holder from a previous maintenance request. At this point they're just attempting to charge whatever they can to get money out of tenants. Desired Resolution: Billing Adjustment
  
  Regards,
  
  *********************-black

• Initial Complaint

  Date:04/03/2024

  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 the home in ************** ******* on 3/16/23, by early June I was starting to break out in rashes and the three of us all developed health issues. It was not until late December that we started seeing mold spores appear on our air vents although, we were unsure what they were. On January 10th mushrooms started growing out of the bottom of our kitchen cabinets and we promptly reported this to Darwin. The mold remediation company found high humidity (above 60%) in all of the walls in the home indicating mold was present in the home, when he began to move items off the walls there were visible patches of mold. For whatever reason the only part of the mold removal that got approved by Darwin was the kitchen island, and spraying the air vents with *****. The contractor had found the inside of the island covered in mold and located the source of the issue was a small drip leak from a sink valve. The contractor and I reported the leak to Darwin with the notes that if the leak is not fixed this will happen again. To make this part of the story short, after several emails, calls, and maintenance tickets we stopped pressing the issue and just asked for a new mold test to ensure the mold was no longer present in the home. I could still see mold spores on the inside metal part of the air vents and on a wall in the dining room, I could also see water stains forming on the new cabinets where the leak existed so I knew it was and needed them to test so they could continue removal. After three months of dealing with this everyday while trying to juggle careers and a family, we decided our only option was to not renew our lease and find a new home. To top it off Darwin took $400 from our deposit for cutting bushes that were recently trimmed and replacing mulch that was old when we moved in. The photos they provided do not show the bushes in a bad condition yet they refuse to return our money. We have provided them with photos and videos of the yard.

  Business Response

  Date: 04/08/2024

  ******,
  
  We apologize for the inconvenience you've experienced. We can see this was previously under review and have approved the waiver of the $400 fee. The processing is underway, and you can expect to receive the updated statement of deposit accounting within 5-7 business days.
  
  Thank you,
  
  Darwin **************** Team

• Initial Complaint

  Date:03/28/2024

  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.

  Over charging of utilities. Charging an entire month of service instead of the 14 days that were actually used.Bring approved for one home, not being told at all, then finding out it was signed over to someone else, then having to have home deep cleaned and repaired after being told a total of 10 days were needed to have home move in ready after said incident. Had to purchase keys for the home. Garage, mailbox and door.

  Business Response

  Date: 04/02/2024

  Dear *******,
  
  I hope this message finds you well.  Thank you for sharing your thoughts with us. While we are saddened and disappointed to hear about your experience. Our goal for each resident is to have nothing but a terrific experience with Darwin Homes. Clearly, we fell short of that goal for you. I wish to apologize for the time and frustration this issue has taken from you
  
  I think there is a misunderstanding pertaining to the electricity billing. I think you believes we charged you for all service dates of the bill in question 1/12/24-2/12/24, but we actually only charged a portion of this bill since your move in date was on January 24th. (Darwin covered $200.16 of the bill, with the resident being responsible for $333.62 of the bill as mentioned on the attachments.  As written in your lease agreement residents are responsible for all utilities once possession is obtained.  Your direct property manager however is providing a one time satisfaction guarantee credit in order to help off $100 of this billing in your favor.  I hope this helps.
  
  Unfortunately I was not able to find any communication pertaining to the cleanliness of the home that were reported, I did find the inspection which was preformed 3 days prior to move in showing the home was in a clean, safe and functional condition. The only item was the filter needed to be changed and was before move in.  So at this time I am not able to provide any relief here.
  
  As for the keyless entry this is disclosed in the rental agreement and agreed to in the Keyless lock Addendum.  I followed up with your direct property manager to insure he reached out about the keyless entry. I believe he has already reached out and confirmed what we can reimburse for once a receipt is collected.  If you need any further assistance with this please reach out to ************************************. 
  
  I would like to close again with an apologue in hopes that this issue is resolved soon. We want to do our best to understand our mistakes and ensure you have a wonderful future experience with your your home and our team. We would also like to use this as a learning experience for our whole team to improve daily.
  
  Warmest ************************************************************ Services Manager
  ************************************ 

• Initial Complaint

  Date:03/28/2024

  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 current tenant from **** property management Darwin homes took over from **** as of 2/14/24 since then my experience has been absolutely horrible ! From adding unknown pet fees and I do not own any pets ! To being charged a travel fee for the maintenance people for coming out for a maintenance request which was never completed because it turned out to be no issue because the circuit switches wasnt reset properly ! The man literally flipped two switches and left and I was charged $167! The communication is horrible they use a third party answering service who dont know ANYTHING and cant help you with NOTHING! They can only take a message and submit a freaking ticket to have someone contact you back and they DONT! I email, I call ,email and call vice versa to MAYBE get a reply but with a vague response Completely not answering my question! ! What type of company or business operates this way?!! I have already signed renewal paperwork with the previous company and my portal previously reflected that my renewal date was through April 2025 since then its been changed to April 2024 and was told by an ********************* that I was all set and everything would be transferred Over ! Here I am almost 30 days out from my current lease expiring to be told I need to setup with their third party utility company and consolidate my utilities and pretty much resign a new lease but nothing was sent to me in black and white what exactly am I signing??!! ! As if I dont even have a choice ! I have sooooo many concerns and questions in regards to this and no one has yet to call me back or reach out to clarify any of this truly unprofessional!. This has truly been a very uncomfortable and frustrating position to be in especially being a new resident with Darwin ******. I cannot understand why is it that you refuse to have any type of contact with your tenants? How else are we supposed to be able to communicate any questions or concerns to our property management? If we cant even contact you directly it says for you to email I email to not even get a reply or get the correct or more clarified response as to what my concerns are this is horrible and its making me not want to renew, I dont know what to do. This is frustrating. !!!!

  Business Response

  Date: 04/04/2024

  We sincerely apologize for any inconvenience experienced by the resident since our company assumed responsibility for the rental property on February 14th, 2024. We understand the frustration stemming from discrepancies in lease details and charges, which were inherited from the prior management company.

  Upon assuming management, we encountered documentation from the previous management company that lacked clarity regarding lease renewal and pet rent. We deeply regret any misinformation conveyed and are committed to rectifying these discrepancies promptly.

  Regarding the maintenance charge inquiry, our team conducted a thorough investigation. While the initial invoice from the vendor appeared to align with the lease agreement and tenant responsibilities, it lacked crucial details that would have prevented our applying the charge to the residents ledger. As a result, we are taking immediate action to reverse the $167.58 maintenance charge.

  We are also reviewing communication exchanges with the resident to identify any areas for improvement in our operations and enhance the overall resident experience.

  Concerning utilities, we want to clarify that our policy is established in alignment with agreements made with property owners. While we acknowledge that this arrangement may not be ideal for all renters, it is essential for maintaining consistency and fulfilling our obligations.

  To further address the resident's concerns, their property manager has reached out directly to initiate a discussion to provide clarification and assistance on the matter.

  We appreciate the opportunity to address this complaint and assure you that we remain dedicated to resolving any issues promptly and to the satisfaction of all parties involved.
  

  Customer Answer

  Date: 04/04/2024

  Complaint: 21496567
  
  I am rejecting this response because:
  Regarding the utilities I spoke with ************************ who assured me this wouldnt apply to me as per my state laws ** requires the TENANTS to have the utilities in their name not the property management! As of today I received an alert via email and texts from Piedmont natural gas and *********** saying my services have been requested to be transferred into the managements name and my light services have been disconnected/ or discontinued! See attached while I appreciate the reversal of the utility charge I just paid with my rent my next question is when will the money be reversed or refunded to my account ?? I would very much appreciate a follow up call regarding my *********** services being disconnected 
  Regards,
  
  Fatashia ******

  Business Response

  Date: 04/10/2024

  Thank you for your diligence in bringing this matter to our attention. We have thoroughly examined the documentation provided and are eager to address the concerns raised by the resident.

  On April 2nd, our team initiated the transfer of utility services in accordance with the vacate date communicated by the resident, which was stated as April 30th. We acknowledge the frustration caused by the premature transfer of services by the utility providers. However, as evidenced by the documentation provided, we did not authorize any disconnection or transfer of the resident's utilities to take place before April 30th. We sincerely regret any inconvenience experienced by the resident. While we cannot control the actions of the respective providers or influence any fees they impose, we assure you that any applicable reversals from the resident's ledger, which we oversee, will be promptly processed well before the vacate date to rectify any erroneous charges.
  

  We understand the resident's predicament and advise them to directly contact the utility provider to seek reimbursements or credits for any inaccuracies in charges. Moreover, we are dedicated to aiding the resident in resolving this matter to their utmost satisfaction, and will ensure the property manager coordinates a phone call with the resident.
  

  Once again, we extend our apologies for any inconvenience caused and express gratitude for your attention to this issue.

  Customer Answer

  Date: 04/10/2024

  Complaint: 21496567
  
  I have already taken care of this matter .I would 
  Love to know when I will be reimburse for the maintenance charge . It was mentioned in the first response from you all saying I would get reimbursed but as of today I have not when will this be ? When I mentioned it to ************************ he had know knowledge of this .
  Regards,
  
  Fatashia ******

• Initial Complaint

  Date:03/19/2024

  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 rented ***************************************** in ************ ** from ****************** and in November 2023 was taken over by Darwin ******. I had paid them a deposit when I moved into the property. I moved out of the property in January 2024. The property was thoroughly cleaned, the air filter was brand new, Windows were cleaned, and the keys and the garage door opener was left on the counter and I have pictures to prove it. In February 2024, Darwin ****** gives me $900 of my deposit back with very little explanation besides exterior door locks, Charge, a HVAC filter, which was a brand new and some minor bathroom vanity damage. I filed a dispute against not returning my deposit for which they never responded, then sent another email over two weeks later, which I get response from ********* saying that the matter was closed that I had not responded to their email. After a couple more emails, he said the matter was closed because I hadnt responded and that they had to break into the house to get the keys because I never left the keys and thats why I was being charged for the external lock of the house. They refused to contact HR, which had pictures of the prior damage to the vanities. They broke into the house, which had the keys sitting on the counter. I dont see how Im responsible for them, not having keys to a property they manage. They never contacted whatsoever asking about the keys. I was just charged for locks that they supposedly changed when they had to break into their own property! I want the rest of my money from this business. I left that property in better condition that when I moved into it and deserve the rest of my money.

  Business Response

  Date: 04/01/2024

  Darwin Homes shows that the resident was charged $425.08 for that the resident was responsible for per the lease contract, page 20, ************** ADDENDUM TO RESIDENTIAL LEASE AGREEMENT.  SECURITY DEPOSIT: Upon Tenant relinquishing possession of the Premises (which includes Tenant removing all Tenant personal property and returning keys to Landlord) Landlord shall apply the Security Deposit as allowed by ************** law.  Also on page 11, Section 16 outlines the tenants responsibilities.  The items that the resident was charged for on the Statement of Security Deposit was electric bill reimbursement, air filter replacement (tenant responsible to ensure the air filter is installed every quarter), lock changes as the tenant did not provide keys to the home or disclose where the keys were left causing maintenance to drill the locks to enter the home and gain access and replacing the locks, window screen repairs, bathroom vanity repairs.  

  Darwin Homes did allow the resident to provide proof (photos or email from previous property management company) that the items that were charged were listed on the move-in inventory list.  The tenant did not provide the details therefore the charges stand.

  Should the tenant have any questions regarding the charges, we encourage the resident to contact Darwin Homes.

  Customer Answer

  Date: 04/01/2024

  Complaint: 21453603
  
  I am rejecting this response because:

  I was told by ******** that after I moved out there was nothing else I needed to do. The rental company whom I am not familiar with or even know the location of, was notified that I had left the keys on the counter which there are pictures of, and date and time stamped. At no time did the rental company try and resolve this issue of potential lost keys. No email was received nor a phone call was made to in an effort to procure the keys to the house before it was damaged by the management company and not the tenant. It is not my responsibility to provide you with what appears to be the only keys that a management company has for a rental house. The filter for the **** system was changed the very day that I vacated the home. The screen to the window was damaged by the rental company not by me. I again cannot access the pictures from the prior managment company digital records. The pictures of the condition of the home should have been transferred to you to for your records of the condition of the house. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/03/2024

  On February 12th, a Darwin Homes representative sent an email to the tenant, requesting proof for disputed charges within 48 hours to initiate the review process. Despite our proactive outreach, no response was received from the tenant until March 6th, which exceeded the specified timeline for disputes.

  Additionally, our records indicate that our representative attempted to contact the tenant via phone on three separate occasions: December 18th, 2024, and twice on December 28th, 2024, to offer assistance with the move-out process. Furthermore, emails were sent to the tenant providing a move-out guide to address any inquiries.

  Regrettably, these attempts to communicate were unsuccessful, as the tenant did not respond.

  Subsequently, Darwin Homes was informed by the tenant on January 9th, 2024, that the home was vacant. However, crucial information regarding the location of the keys was not provided, necessitating the drilling and changing of locks to secure the property.

  These documented efforts illustrate Darwin Homes' commitment to transparent communication and proactive resolution of tenant concerns. Despite our diligent outreach, the lack of timely response from the tenant hindered the resolution process. We remain dedicated to facilitating open communication and ensuring the smooth transition for all parties involved.

  Customer Answer

  Date: 04/04/2024

  Complaint: 21453603
  
  I am rejecting this response because:
  
  Here are the emails in order of when they were sent. I responded to you the following day as the time stamp says that I did. I responded on March the 6 because it had been 2-3 weeks since I sent the return email disputing the charges I had already provided a list of Then you send me a generic email asking for what I had already sent you. You, nor your team,never, not once, called me, that is a bold faced lie!!!! If you had, dont you think you would have left a message on my phone service? I never received any correspondence from Darwin homes regarding the keys or anything wrong with the house at all! I had to find out that there was a problem when you stole my money.  In fact I received an email thanking me for being such a valued customer of **********************. I want my money back for the damage that YOU HAVE CAUSED TO THE HOUSE!! Not me. You not communicating with me in regard to the keys that you should already have, caused this problem. The keys were on the counter as the prior picture clearly indicates. I want my money. This is wrong and you are wrong
  Regards,
  
  ***********************

  Business Response

  Date: 04/15/2024

  Darwin Homes is providing proof that our team representative reached out to the tenant to request a date for a pre move-out inspection prior to the tenant vacating the home.  Darwin Homes is also providing proof that our team representative made several attempts to call the resident to assist with the move-out process.  

  Darwin Homes followed all policies and charges will stand as the timeframe given to the resident to dispute charges has expired.

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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.

  Darwin Homes recently acquired my lease from our previous property management company. My wife and I have recently purchased a home and need to break our lease which requires a 60 day advanced notice as well as an additional two months rent as a fee. That is all well and good and we have been trying to reach this company for nearly three weeks for them to acknowledge our 60 day notice and for instructions on where to send the early termination fee. The property manager that is assigned to us (********) has not answered our questions nor acknowledged our 60 day notice. When you call the customer line, all I get is I will have the property manager reach out to you. My concern here is that our 60 day notice is being ignored which will result in having to pay an additional months worth of rent to this company due to their lack of communication. I would very much like to resolve this issue and move on with my life.

  Business Response

  Date: 04/01/2024

  To Whom It May ******************** you for bringing the matter to our attention. We acknowledge the concerns raised by the resident and are committed to addressing them promptly and effectively.
  Attached are the relevant communications and phone logs, which demonstrate our ******* efforts to resolve the issue and reach an amicable solution satisfactory to all parties involved. Since assuming management of the property in February, we have encountered challenges inherent in such transitions, but we remain steadfast in our commitment to delivering the highest standards of service.

  In light of this incident, we are actively reviewing and refining our internal processes to prevent similar issues from arising in the future. Specifically, we will be providing additional training and coaching to our call center support and team members to ensure that our service exceeds expectations. We appreciate the opportunity to improve our business and enhance the experience for our tenants.
  

  Please be assured that we take this matter seriously and are dedicated to implementing necessary process improvements to bolster our procedures. We value the feedback and remain committed to upholding the trust and satisfaction of our residents.
  

  
  

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************