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:03/10/2025

  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.

  In February 2025, I informed Darwin Homes of an issue I was having with my sewage system at home. Our toilets would not flush and sometimes our showers wouldnt drain. I informed them that our sewer cap was broken off or stolen from our front yard and we were about to get hit with freezing weather. It took a few days for them to send someone out only for him to do absolutely nothing. I informed them again 2/26 that the issue was not fixed and they didnt send anyone out until almost a week later. By this time, our pipes burst with category 3 sewage water. This water has damaged all of my belongings and due to the flood, water has gotten in my walls starting to grow mold. 2 days later they sent another plumber and his wife who did not fix the problem. These are extremely unlivable conditions. My daughter and I have been having to stay with relatives. Darwin never once offered to help pay for our damaged property due to their negligence. They never once waived my rent for a home we havent been able to live in. My daughter is asthmatic and she is now suffering from flare *** due to the conditions of the home causing me to miss work. 3/10/25 our home has yet again flooded with highly contaminated sewage water and sewer gases. They have not sent a company to repair and replace damages, fix the walls, etc. They have not offered a courtesy rent payment, temporary housing, offered to help pay for all the furniture I have to replace- absolutely nothing. Just emails going in circles. Ive requested multiple times for someone to contact me directly- never once happened.

  Business Response

  Date: 03/31/2025

  Hello ********,
  
  Thank you for allowing me the opportunity to assist in getting your repairs addressed.
  
  *** submitted a concession request to both my supervisor and the owner of your home for their review and approval. As soon as I receive any updates or a decision, I will reach out to you directly with the details.
  
  In the meantime, if theres anything else I can support you with, please dont hesitate to reach out.
  
  Thank you again,
  ********* ******

• Initial Complaint

  Date:03/09/2025

  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.

  The property management company is trying to charge me for damages to a property that I did not have damages too. They are trying to charge me late rent and fees and I have paid that prior to move out. I had been trying to get them to close out my account since I moved out which was December 2024 they are just now doing that March 2024 which is out of accordance with the the Texas renting laws. I have emails to the company showing I paid when I paid and how I should not occur late fees etc. I also have cleaning receipt and company contact for the cleaning company that cleaned the residence. I also have videos for when I moved out that show the condition as well.

  Business Response

  Date: 03/31/2025

  Hello Ke'asha,
  
  Thank you for reaching out, and I apologize for any frustration regarding the final accounting on your account. We appreciate the opportunity to clarify the details for you.
  
  After reviewing your account, we can confirm that rent was only charged through December 16, 2024, in accordance with your move-out date. Per the terms of your lease, rent was due on the 2nd of each month, and your payment was received on December 3rd, which did result in applicable late fees. Additionally, your account carried a prior outstanding balance into December, and the payment submitted only covered the prorated rent. As the balance remained unresolved, late fees continued to accrue through the move-out date, as outlined in the lease agreement.
  
  Regarding the move-out inspection, the report indicated that debris, wall markings, and dust were left behind among other things. Based on this, a standard cleaning fee was assessed in accordance with the terms of your lease.
  
  If you have additional questions or would like further clarification, please dont hesitate to contact us directly at **************************************************************.
  
  Thank you,

  Customer Answer

  Date: 03/31/2025

  Complaint: 23042499
  
  I am rejecting this response because:
  I have emails showing me asking about what amount was owed prorated and then I paid that amount and also showed the emails showing when I paid it and that you told me it would me no penalty because my rent was paid. Your system was not updated and I have emails showing proof of that as well which is all in the attached messages that clearly you arent reading. Lets do real digging into my complaint before responding and you will notice your charges are unjustified. At this point please refer to prior emails with ******, ****** and ****** from your company since clearly none of you communicate. 
  Regards,
  
  ****** *****

  Business Response

  Date: 04/04/2025

  Dear Ke'asha,
  
  Thank you for your continued feedback. Im sorry to hear that our previous response did not meet your expectations.
  
  Please know that the information we provided was based on the official records and ledger associated with your account.
  
  If you have any additional documentation or details you'd like us to review, please feel free to send them to ************************************* and Ill be happy to take another look.
  
  We appreciate your patience and the opportunity to work toward a resolution.
  
  Sincerely,
  ********* ******

  Customer Answer

  Date: 04/05/2025

  Complaint: 23042499
  
  I am rejecting this response because:
    Are you not looking at the attached information? I paid the prorated rent Dec 3rd because thats when you finally told me what I needed to pay. The attached emails show that I been an asking about the rent and you were slow to respond. The emails also show that I been told you that there was an issue with my account not being corrected. At this point we can just see each other on court. All of my prior emails to you have my lawyer CCd so she already knows what is going on we were just trying to give you a chance to rectify it. When I called you multiple times in March ****** told me they were sending the account to billing to be fixed because it indeed was an error. Please do not respond to me until you have looked at all my documentation and read the notes in the account. Better yet please direct any further correspondence to Attorney ****** ******. 
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/06/2025

  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.

  Darwin homes is trying to back charge me for renters insurance, stating I selected the option to pay $30/month. I never selected either option but have had an active renters insurance policy since I moved in 1 1/2 years ago. I gave proof of that renters insurance policy when I moved in. That is when we were going through Home River. Darwin sent out an email saying everything would transfer as is from Home River so therefore, I was under the impression that proof of renters insurance would switch over too. Then when I renewed my lease under Darwin, I just went though and reviewed everything but left it all the same from before since we were just renewing my lease. Now there is a $150 charge on my account that will eventually start accumulating late fees. Ive submitted a ticket to have them fix it and told them I could provide proof and all I got was we will escalate this matter to the appropriate team and still havent heard anything back. This was over a week ago.

  Business Response

  Date: 04/04/2025

  Dear *****,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration caused by the renters insurance charges that were posted to your account.
  Upon reviewing your lease, the Resident Benefits Package Addendum outlines that Tenant shall pay $30.00/month for ***************** Waiver fee. When our team assumed management, a full lease audit was conducted to ensure all accounts reflected the terms of each residents signed agreement. Any previously uncharged fees outlined in the leasesuch as the renters insurance waiverwere added to ensure compliance with the lease terms.
  
  That said, if you maintain your own renters insurance policy and it meets the required coverage criteria, were more than happy to waive the previously charged fees and remove the recurring charges going forward.
  
  To move forward, please send a copy of your renters insurance policy to ************************************ and request that it be forwarded to your property manager, ********* ******, for review. Once received and verified, well make the necessary adjustments.
  
  We appreciate your understanding and the opportunity to resolve this. If you have any further questions, dont hesitate to reach out.
  
  Sincerely,
  ********* ******

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me once they remove the fees. If not, Ill have to file another complaint. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/05/2025

  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.

  Darwin Homes is retaliating against my family once we made a decision to move out of the property at the end of our lease. Darwin Homes tried to convince my family and I to stay by stating that they valued our tenancy and was willing to lower the rent on the condition that we would stay. When we decided not to and moved out, we received an erroneous bill for "damages". The bill was for upgrades to the home and not any damages made by my family. It was thoroughly cleaned and left in great condition. Furthermore, Darwin Homes never showed up for our scheduled move-out inspection. I was stood up after taking a full day off and staying at the property all day with no attempts to reschedule. I have made several attempts to follow up and dispute the charges for upgrades and have not received any resolution from this company.

  Business Response

  Date: 03/24/2025

  Thank you for submitting your dispute regarding the security deposit withholdings for your tenancy at **************************************************************
   
  We have carefully reviewed the concerns outlined in your dispute. After thorough consideration of the documentation provided and re-examination of the property condition, we have updated the security deposit withholdings

   

  Please be advised that this represents our final determination regarding your security deposit. No further adjustments or removals of charges will be considered, as we believe this resolution fairly addresses the legitimate concerns raised in your dispute while accounting for actual damages beyond normal wear and tear.

• Initial Complaint

  Date:03/05/2025

  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 dealing with ongoing issues with Darwin Homes regarding unfulfilled services that I have been paying for and repeatedly ignored maintenance requests that have led to safety and health concerns.Air *************************************** My lease includes a $10/month charge for air filter delivery, yet I have not received these filters as promised.I first raised this issue in 2024 via email, requesting a filter be sent, but never received it. In January 2025, I followed up again, and Darwin Homes admitted their mistake, promising to expedite delivery and issue a refund for the months I was charged without receiving a filter.Since their last response on January 30, 2025, they have stopped responding to my follow-ups. No refund has been issued, and no filter has been ************ a result, my home has excessive dust buildup due to a lack of proper air filtration, creating an unhealthy living ************** household has submitted multiple maintenance requests regarding the damaged backyard fence that is not secure and causing safety issues.Due to this ongoing issue, animal control has now become involved because the fence is not up to standard.The "repairs" Darwin Homes has provided are completely insufficient, failing to resolve the issue. I am requesting a full replacement of the fence rather than the inadequate patchwork repairs they have attempted.Resolution Sought:A full refund for all months I was charged for air filter delivery but did not receive a filter.Immediate confirmation of filter delivery moving forward.A full replacement of the backyard fence to address safety concerns and prevent further issues with animal control.Darwin Homes has continuously failed to fulfill their obligations, ignored my requests, and provided unacceptable maintenance responses. Their lack of response has left me in an unsafe and unhealthy living situation. I am requesting the BBBs assistance in ensuring they finally take responsibility for these issues.

  Business Response

  Date: 03/28/2025

  Thank you for taking the time to share your concerns. We sincerely regret the inconvenience and frustration youve experienced and appreciate the opportunity to respond and clarify the steps taken to address the issues youve outlined.
  Regarding the air filter charges, we acknowledge that your initial inquiry in January ************************* a timely manner, and we sincerely apologize for the oversight. Since then, the correct filter size has been confirmed, updated in our system, and communicated to you to prevent future issues.
  As part of our resolution, all charges for filter fees paid during the period when filters were not received have been reversed and credited to your account. These adjustments have been applied toward other outstanding balances on your ledger. For full transparency, we are providing a copy of your account ledger, where the applicable reversals can be found on the final two pages.
  With respect to the fence, our maintenance team previously completed repairs in alignment with vendor recommendations and the property owners approval. However, we understand that concerns remain. We can confirm that a maintenance work order is currently open, and we are actively coordinating with our third-party maintenance provider and the property owner to evaluate next steps. While a full replacement has not yet been approved, we remain committed to addressing the issue and ensuring the property meets safety and security standards in compliance with local requirements.
  Please know that your feedback is being reviewed internally and will be used as part of our ongoing efforts to improve communication, responsiveness, and service quality. We truly regret the delays youve encountered and will continue working toward a resolution that reflects our commitment to resident care.

• Initial Complaint

  Date:03/05/2025

  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.

  Darwin Homes property management company is neglectful in managing safe properties. I have been waiting 2 months for minor and major safety repairs. They still expect to collect rent but do not want to properly manage their properties. They keep directing me to put in maintenence orders but pick and choose what items to address. So far they have fixed nothing and are now directing me to deal with a contractor that the property owner contracted with. So far all these people have done is overcharged me and denied all my maintenence orders. They need to be stopped.

  Business Response

  Date: 04/07/2025

  *********** Darwin Homes takes all BBB complaints seriously and as such, we have completed a full investigation of your complaint. Looking into our records, we have confirmed that all items that were submitted for maintenance at the time of your move-in have been resolved by a private contractor. There are times where maintenance requests are taken off of our standard platform and private contractors are used to complete the work, which may be why you had initially received a cancellation notice from your original repair request. We apologize for any confusion caused by this. In the event you have any issues in the future, we welcome you to reach out to us through our direct channels. Thank you and we appreciate your tenancy. 

• Initial Complaint

  Date:03/04/2025

  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.

  I am writing to formally complain AGAIN about the extremely unsafe and hazardous living conditions that I have been forced to endure for the past 17 days. The lack of running water has made it impossible to maintain basic hygiene and sanitation, which is not only inhumane but also poses serious health risks. Having to use bags for bowel movements, unable to wash dishes, and manually removing waste from toilets due to the inability to flush them is beyond unacceptable. This situation has left me without the means to cook, shower, or even have company over. Despite paying almost $2000 a month in rent and never being late, I have been met with silence and empty assurances that my problems are being handled. This lack of communication and urgency is deeply disappointing. Furthermore, the financial burden of dealing with these unexpected expenses is overwhelming. Not once was I offered any form of temporary accommodation, such as a hotel stay for me and my daughter, so we could maintain some semblance of normalcy and hygiene. The lack of compassion and care for your tenants is appalling. I urge you to address this matter with the utmost urgency and provide a solution to restore water to my residence immediately. This is no way for anyone to live, and it is your responsibility to ensure that the living conditions meet basic human standards. I look forward to your prompt response and resolution to this matter.

  Business Response

  Date: 03/26/2025

  Dear Iyesha,

  
  I am writing in response to your BBB complaint regarding the water issue at *****************************************************
  
  We understand the inconvenience this may have caused and appreciate your patience while we worked to resolve the matter.
  Please note that the necessary repairs were completed on March 12, 2025, and water service has been fully restored. If you continue to experience any issues, please notify us immediately so we can address them.
  We value you as a tenant and strive to ensure that all maintenance concerns are handled promptly. If you have any further questions or concerns, please feel free to reach out.
  Best regards,

  
  

• Initial Complaint

  Date:03/04/2025

  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.

  Worse company ever. I was charged 456 on top of my rent ******* they charged me ****** for services they dont provide, they then charged me 180 for a smart house fee that my home is not connected too, they then charged me ***** worth of premium for my ins payments that they hadnt charged me and then hit me with another ***** fee because the policy lapse because they didnt charge me. When I called to get it corrected nobody responds and so I started recording the calls so that I would have records of how many times, somebody called me back and said they would not remove the fees due to its in my lease and even though they are unable to provide the service they are still going to charge me. After me calling 8 times there was still no resolution as they told me they have to escalate the situation again I asked about being charged a late fee as I had already paid my rent of 1763 and were questioning the fees I woke up to extra 176 late fee on my account due to they said I have not paid my rent however I paid my rent per the customer service *** who *** to pay the base rent so at least it was in, not once has the property manager called me back to get this resolved I have called 10 times and still no answer I sent 3 emails nothing

  Business Response

  Date: 04/11/2025

  Dear Kencette,
  
  Thank you for reaching out and sharing your concerns. We truly apologize for the lack of timely follow-up and clarity regarding the charges on your account.
  
  We want to work with you to resolve these concerns and ensure your account is accurately updated. Based on your complaint, please see the following steps to move forward:
  1. Smart ******************start="520" data-end="523"> If your home does not have a smart lock installed, please email a photo of your front door to ************************************* Upon receipt, we will waive the smart home fee currently reflected on your account.
  

  2. Renters *******************start="780" data-end="783"> Although your lease outlines a $30 monthly charge for renters insurance, we are happy to remove this fee if you maintain your own coverage. Please email us a copy of your current renters insurance policy to ************************************* and we will ensure the charge is removed going forward.

  Late *************start="1147" data-end="1150"> We understand there was confusion regarding the base rent payment and additional fees. Once we receive the necessary documentation noted above and complete a review of your payment history, we will evaluate the late fee accordingly.

  We are committed to resolving this matter for you. Please reach out directly to ************************************ with the requested documents so we can process the necessary adjustments.

  Again, we sincerely apologize for the inconvenience and lack of communication you've experienced and appreciate your patience as we work to make this right.

  Best regards,
  ********* ******

  Customer Answer

  Date: 04/11/2025

  Complaint: 23017757
  
  I am rejecting this response because: Due to my lease the smart home fee includes the lock and the ac unit to be operated on the Rently app for the full ***** fee. I did attach on the previous complaint the lease portion that state both will be included for ***** not 1 or the other. 
  

  As far as the ***** fee that was never the problem the ***** resident fee that I am being charged that states that my rent payments will be reported to my credit and I will receive a link from piata were I can collect rewards for paying my rent on time which has not happened yet either. I received 1 filter as apart of the resident benefits package. My lease did not state u could charge me ***** a month for 1 filter every 3 months and the other items did not have to occur. Nothing has been reported to my credit since you have taking over my lease however you want to charge the full ***** fee.

  The late payment fee should be returned as you piled all the fees on March rent without no notice instead of being spread at monthly. No calls no emails were sent. When I called you are unable to speak to anyone but customer service that is overseas and they cant do anything but send messages to property managers that dont return calls. Till this day I have not spoken to my property manager.

  please either honor all the commitments that were listed in my lease for these charges to be collected or either take them off my lease or provide me a address so I may serve the company with paperwork to take you to court for charging for services you do not offer.

  
  Regards,
  
  Kencette Session

  Business Response

  Date: 04/16/2025

  Dear Ms. ******************** you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you've experienced. We take all resident feedback seriously and are committed to resolving this matter as quickly and thoroughly as possible.

  We will be reaching out to you directly to discuss the issues you've raised and work toward a resolution that aligns with the terms of your lease.

  Please note that the services and benefits included in the Resident Benefits Packagesuch as credit reporting, filter delivery, and ***** rewardsare managed entirely by our third-party provider, Second Nature. For assistance with these specific items, we encourage you to reach out to Second Nature directly using the following link:
  ******************************************************

  In the meantime, we are reviewing your account and lease documentation internally to better understand your situation and ensure a proper resolution. Again, we appreciate your patience and the opportunity to address your concerns.

  Sincerely,
  ********* ******

  Customer Answer

  Date: 04/17/2025

  Complaint: 23017757
  
  I am rejecting this response because:
  
  Nobody ever contacts me, I contacted second nature and they see I was not activated in the system until Feb but I advise them that Darwin homes backdated and charged me all the way back to December therefore it needs to go back that far they advise they wont be able to start credit reporting until August but will back date however the rewards I am supposed to receive from December as well and they advise they cant backdate it so its starting from April. This is again the trickery that Darwin homes is doing to scam money. I sent my lease where it shows that my ac unit and my locks are supposed to be on 1 accord in order for me to be charged ***** for the smart fee home if they are unable to discount the charge come remove the locks off my door as I am not paying ***** for a lock. My lease advised both the locks and ac were remote and they are both not
  Regards,
  
  Kencette Session

• Initial Complaint

  Date:03/03/2025

  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.

  We moved to this home in 2023 when it was ***************. Last year they told us to sign the renewal lease for the 3rd year. We signed it in Oct by the end of Oct they send us a email that it was Darwin homes now and *************** had nothing to do with this home anymore. On November we made our first payment to Darwin Homes. At the end of November they took 1800 out again. Since then they've been telling me to be patient. On January there was another payment of $500 that came out. None of the payment they took out show on my portal. I've submitted email of my property manager **** ******* where she says there is discrepancies on my portal. They now have tried to say that email didn't exist but I had screenshot it and send it to them and I was going to report them for scam. I'm terminal and have a fixed income. I'm disabled. I just don't want to left homeless. I want my refund if they are not going to credit it to my account so I can find somewhere to live. Thank you.

  Business Response

  Date: 03/06/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns regarding your account balance. I understand that you have previously discussed this matter with our team, and I apologize if the responses you received were not what you had hoped for.
  
  After reviewing both the screenshots you provided and your account ledger, I can confirm that multiple payments were returned due to insufficient funds, including two payments in November and five payments in December. Additionally, there remains a large outstanding balance on your account due to non-payment for January through March in addition to late fees due to the unpaid balance, which means a refund is not possible.
  
  If you have any additional questions or need further clarification regarding your outstanding balance, please dont hesitate to reach out to us directly. Were happy to assist.
  
  Best regards,
  ********* ******
  Sr. Property Manager

  Customer Answer

  Date: 03/06/2025

  Complaint: 22979961
  
  I am rejecting this response because: all the payments made were never credited to the portal. The reason it was being returned was because yall were doing it without my permission that's why. I sent a picture of all the payments made to yal. 
  
  Regards,
  
  ******* *******

  Business Response

  Date: 03/13/2025

  Dear *******,
  
  Thank you for reaching out regarding your payment concerns and I apologize that you are not satisfied with the information provided in my previous response. After reviewing your ledger and the screenshots you provided, all payments shown were manually submitted through your resident portalnone were processed through auto-draft.
  
  If you would like a detailed copy of your ledger, which includes the returned payments due to insufficient funds, please reach out to us directly. As previously mentioned, there remains a large outstanding balance on the account, and none of the payments reflected in your screenshots were successfully processed.
  
  Please let us know if you have any additional questions or need further clarification. We are happy to assist.
  
  Best regards,

  Customer Answer

  Date: 03/13/2025

  Complaint: 22979961
  
  I am rejecting this response because: I've called to speak to everyone that been named in this response and yall won't let talk to anyone. Yall I've been told is that only thing they can do is send them a email. There's nobody in that name there. This is all fraud. Before yall would delete and fix my portal to yall liking I would screenshot everything. I believe yall are a fraudulent company and I'm not the only one who is complaint against this company. I'll submit a screenshot of a ****** pages I found that states yall are doing the same thing to other people.  
  
  Regards,
  
  ******* *******

  Business Response

  Date: 03/20/2025

  Hello,

  Were sorry to hear that you are not satisfied with the response provided. Our goal is always to ensure a positive experience, and we want to work with you to address any remaining concerns.
  
  A team member will be reaching out to you soon to discuss the matter further and explore potential solutions. In the meantime, if there is anything specific youd like to share, please feel free to reach out as our lines are always open for our residents.
  
  We appreciate your patience and the opportunity to assist you.
  
  Best regards,
  ********* ******

  Customer Answer

  Date: 03/20/2025

  Complaint: 22979961
  
  I am rejecting this response because: it's the same thing I've been hearing since November 2024!. **** are a fraudulent company and I believe it now. I'm sure I will never hear from anyone if I havnt by now. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:03/03/2025

  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.

  On January 12, 2024 reported maintenance issue following process according to lease for dishwasher repair needed. 3rd party repair company finally came to look for issue January 19, 2025. At that time repairs could not be made and repair company said they would be sending estimate for replacing dishwasher. Requested repeatedly an update from Darwin about replacing dishwasher. Only reply was January 30, 2025 that estimate was received, pending approval. As of today February 7, 2025 no response, no dishwasher. Also HVAC maintenance order submitted in January 28, 2025 that unit is constantly running. Received 3 emails on January 29th that it was assigned to one 3rd party vendor, then reassigned to another 3rd party vendor. 3rd party vendor came out February 2nd they submitted estimate to replace fan motor that was failing on February 3rd. Requested update for repairs and once again told it was waiting for approval. As of today February 7th we do not have an operating HVAC unit nor any communication of if or when it will be fixed.

  Business Response

  Date: 03/07/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns regarding the maintenance requests you have submitted. I understand how important it is to have these repairs completed promptly, and I appreciate your patience.
  
  After reviewing your service request history, I can confirm that the **** repair has been completed, and we are actively working with our vendor to complete the dishwasher repair. I have followed up with the vendor and informed our maintenance team of your concerns to help ensure this is addressed as quickly as possible.
  
  Please note that all repairs are completed by third-party vendors, and scheduling is dependent on their availability. However, we are prioritizing this request and will continue to follow up to expedite the process.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your patience and will keep you updated on any progress.
  
  Best regards,

  Customer Answer

  Date: 03/12/2025

  Complaint: 22911421
  
  I am rejecting this response because:

  I have had no real communication concerning the dishwasher and now it has been over 3 months!!! I am constantly told "pending approval" I can say yes or no in 10 seconds but this has been over 3 months. Now I have another work order for my gate falling off it's hinges, made 3 appointment times, no one ever came to look at it but it is also "pending approval". No truthful information of repairs ever being done. I pay my rent on time every month and uphold my lease obligations but you are in violation of the law by not upholding your obligations to make timely repairs.
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your concerns. We sincerely regret the inconvenience and frustration youve experienced and appreciate the opportunity to clarify the steps taken in response to the reported maintenance issues at your home.
  According to our records, the initial maintenance request regarding the dishwasher was received on January 12, 2025. In line with our standard process, we coordinate with third-party vendors to facilitate necessary repairs. For more extensive repairs or those that exceed a specific cost threshold, an estimate must first be reviewed and, in some cases, approved by the property owner. Because a malfunctioning dishwasher is classified as a non-emergency issue, it is generally prioritized below urgent or habitability-related concerns. That said, we fully understand how frustrating this delay has been and are actively reviewing the communication and service timeline to ensure that proper follow-through occurred and to identify opportunities for improvement.
  Regarding your HVAC concern, our records show that service was completed, and weve included the vendor invoice for your reference. The vendors notes indicate that scheduling delays were, in part, related to coordination with resident availability. However, we welcome any additional details or documentation you may have for further review. We regret any discomfort caused by the delay and are taking this feedback seriously as we work to improve communication and response timelines for essential services.
  Please note that our management of the property began toward the end of last year. While operational transitions can sometimes impact service delivery, we are committed to refining our processes to ensure a more seamless experience for residents going forward.
  We appreciate your patience and your feedback, which is being reviewed internally as part of our ongoing efforts to enhance service quality. Should you have further questions or wish to share any additional documentation, we welcome the opportunity to assist.