ComplaintsforFoxen

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern,Upon signing my lease, I was informed that the leasing office would be adding a charge to my bill to report my rent payments to a credit bureau. I immediately expressed my desire not to participate in this program and requested the removal of any charges related to it. I was assured by the leasing office that this would not be an issue. However, on September 3rd, I noticed the charge had been applied to my bill for the past two months.I immediately reached out to my leasing agent and reiterated that I did not wish to participate in this program. They provided me with an email address for a separate company to which I was required to send my request. On the same day, I sent an email to this company requesting a refund for the two months of charges and the immediate cancellation of the service.On September 4th, the company responded by sending me a link to submit my request, which I did the same day. Despite following up on September 9th, I was told once again to wait. As of today, September 17th, I have yet to receive a response, a refund, or confirmation that the program has been canceled.I never requested this service, and it has been unnecessarily difficult to resolve this matter. I am demanding that this company cancel the program immediately and issue a full refund for the charges.Sincerely, Cesar1

  Business response

  09/18/2024

  Hello *****,
  
  Thank you for bringing this to our attention, and we apologize for the inconvenience and frustration this has caused you.
  
  We have reviewed your account and communication history and would like to provide some clarity on the situation:
  
  -On September 1st, you contacted your property manager regarding your desire to opt out of the rent reporting program.
  -On September 3rd, you reached out to Foxen, and we provided you with an unenrollment link the following day.
  -We received your unenrollment request on September 4th and processed your removal from the program on September 6th at 12 PM.
  -You were credited $8.00 on September 6th as part of this process, and an additional courtesy credit of $8.00 was applied to your account on September 17th along with an email confirming your unenrollment.
  
  You are no longer enrolled in the rent reporting program, and all charges have been addressed. We understand your concern about the delay in receiving a response or confirmation, and we sincerely apologize for any inconvenience this may have caused.
  
  If you have any further questions or concerns, please do not hesitate to reach out.
  
  Thank you,
  
  The Foxen Team

• Initial Complaint

  09/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  29 August 2024 -Received notification from my apartment that we would be automatically placed onto a Foxen insurance policy on 1 September. To avoid these charges, we would have to provide proof of insurance on the Foxen website.-I updated my state farm policy to list the apartment as an additional interest (this was not previously required), and the update was sent to my agent for final approval. Submission message stated that it might take a few days to take effect.

  -Went to Foxen's website, which had no records of me being a *****, despite living at the address for 2+ years. I submitted what was then current proof of insurance with the coverage requirements, and received notification that it would be reviewed within 3-5 days, which of course would be after the 1 September deadline.-I replied to apartment's email regarding the deadline regarding the policy review timeframe not meeting the deadline, and received a reply stating "Trust the process."

  1 September I Paid rent for the month, which included the $11.95 policy premium charged by Foxen.

  2 September -My State Farm agent reached out for clarification on changes to the policy. I had to provide corrections to the agent as the apartment complex had provided incorrect address information initially.

  3 September -Received email from Foxen that my proof of insurance had been rejected due to not having the complex listed as an additional interest.-Received email from State Farm agent that changes were being finalized to my policy.-Downloaded and attempted to send the updated proof of insurance to Foxen via cell phone, but was unable to successfully upload the file on the mobile site, and did not have access to a computer between 3-7 September due to being out of town.

  8 September -Uploaded proof of insurance which includes the apartment complex as an additional interest to the Foxen website.

  -Began BBB complaint.

  Business response

  09/12/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention. We understand the frustration you experienced due to the timeline and the challenges you faced while submitting your proof of insurance. We are here to help and want to ensure you have a clear understanding of the process.
  
  On August 29th, 2024, we received your initial proof of insurance, which unfortunately did not meet all the requirements needed for approval. Foxen notified you via email on September 3rd, explaining the necessary corrections.
  
  We received your corrected proof of insurance, which included the required additional interest, on September 8th, 2024. The next day, September 9th, we promptly approved and applied a credit of $11.95 to your account to reverse the waiver program charge.
  
  We truly appreciate your efforts in resolving this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us. We value your feedback and are committed to improving the process for all our residents.
  
  Thank you for your understanding, 
  
  The Foxen Team

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My apartment complex announced they were partnering with Foxen to provide liability insurance for $15 per month starting in September of 2023. We could upload a copy of our renters insurance policy to be removed from the program. I sent my policy for review in October of 2023 and was rejected, I sent my policy in 3-4 more times and spoke with reps at the company over the next few months. Finally on June 2024 they removed the recurring charge from my account and refunded for June. However, at the start of July sure enough I was charged again. I have an email stating I have been removed from the program sent on June 7, 2024. I am trying to recover $150 I have been charged since September of last year for a program that I should have been exempt from. Foxen has been difficult to get information from and kept saying I was missing requirements that I was not missing on my policy. I find it ridiculous that my property can announce they are using Foxen as a program and then as a tenant I get charged right away even though I had sufficient coverages to get it waived. This had been a headache and an issue for way too long

  Here’s the requested info. Not sure what of this gets published on BBB’s website as obviously this information is confidential:

  
  Property Management Company: *** ****** ****** ***
  Property Name: Lake of the Hills 
  Leasing Office Address: **** *** ** **** ******* ** *****
  Unit Number: **
  Former Roomate: ******* ****** ** ***** ** *** ***** ****** **** ** ** **** *** ***** ** *** ********* ****** ********* *** **** ***** *** *** ******
  Resident Status: Current Resident
  Lease Term: Annual Lease #1 (10/21/22 - 10/31/23), Month-to-month Lease (11/1/23 - 7/31/24), Annual Lease #2 (8/1/24 - 7/31/25)
  Please let me know if any more information is required.

  Business response

  07/22/2024

  Good afternoon ******,
  
  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 following credits to your account:
  
  $120.00 on 7/22/2024
  $15.00 on 7/11/2024
  $15.00 on 6/7/2024
  
  If you have any further questions, feel free to contact us directly at status@foxen.com, as we would be happy to assist you. 
  
  Thank you for your understanding.
  
  The Foxen Team
  

  Customer response

  07/23/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charged me for six months of home insurance when I already have home insurance. They claimed they emailed me (searched my email and said email doesn't exist). They didn't call. They didn't send a letter. When I saw I was being charged (my rent is in autopay) and called they said too bad. I have my own home insurance and showed them proof of it. They said too bad. Unclear how they can charge someone without letting them know! Horrendous customer service from the first person I spoke to to the supervisor. They are dishonest crooks

  Business response

  07/09/2024

  Thank you for contacting us.

  To assist you further, could you please provide us with the name of your property and the unit number? This information will enable us to locate your account and provide the necessary assistance.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Foxen Renters Insurance via Ballpark Apartments. I've submitted proof to Foxen through the Apartment Managers. They only gave me a small portion of my refund stating I did not subMIT the paperwork to the office. The apartment has been through a few Managers and even one that's there now I showed proof of sending it in to no resolve. If I paid for insurance and opted out of their insurance why wouldn't they refund me. My agent have proof of sending the documentation as well. It is standard when the declaration page is requested for them to automatically send to the business as well. I would like to be refunded for this ASAP!

  Business response

  06/14/2024

  Good morning, 

  Thank you for reaching out. We strive to ensure that all our customer's residents are satisfied. We are currently looking into your account and are in communication with your property manager. We greatly appreciate your patience and understanding. 

  Thank you, 

  The Foxen Team

  Customer response

  06/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21825456
  
  I am rejecting this response because: I paid Foxen through BallPark Apartments. I've even reached out to Foxen months prior to me moving and was told they were working on this. I've been inquiring about my account for over 2 years. Now Foxen is shifting it on Ballpark and vice versa. If I don't have an account create one. They've acknowledged they owe me money from a company who never answers the phone nor emails. I will continue to pursue. 

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

  Business response

  06/21/2024

  Good afternoon *************,
  
  Thank you for bringing this matter to our attention and for your patience while we looked into your account.
  
  ********************** received your third-party insurance policy on 6/23/2022 for the policy dates of December 9, 2021, to December 9, 2022. Foxen did not receive your renewal policy until 3/7/2024. Foxen issued you a refund on 3/7/2024 for the dates and amounts listed below.
  
  8/24/2023 -$14.50
  9/24/2023 -$14.50
  10/24/2023 -$14.50
  11/24/2023 -$14.50
  12/24/2023 -$14.50
  1/24/2024 -$14.50
  2/24/2024 -$14.50
   
  Since your insurance policy was not sent over to Foxen but met the requirements, I would be happy to work with you to refund the remaining amount of $104.06. Please fill out the attached form and return it to *********************************** at your earliest convenience.
  
  If you have any further questions, please feel free to contact me directly at ***********************************.
  
  Thank you,
  
  The Foxen Team

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was enrolled in the Waiver Liability Program without my consent. I have been charged $44.40 since March, 2024 through June 2024. I already have Renters Insurance through *** that meets all of the buildings requirements.

  Business response

  06/05/2024

  Good afternoon Mr. ****,
  
  Thank you for reaching out. The policy submissions on 3/8/2024 and 5/2/2024 were rejected due to missing the insured address and the additional interest requirements. Foxen sent rejection emails on 3/11/2024 and on 5/2/2024. On June 1st, Foxen received another policy submission that was approved, and you were removed from the Foxen Waiver Program. On 6/3/2024 the fees for June and May were refunded.
  
  If you have any other inquiries, please feel free to contact our Resident Support Team at ***************** 
  
  Thank you,

  The Foxen Team

  
  

  Customer response

  06/05/2024

  
  The Renter’s Insurance policy runs from 12/2023 to 12/2024 and was submitted and accepted by property management before Foxen started on 3/1/2024.  The policy confirming these dates were sent to Foxen and we should be due the full amount as the proof of insurance was accepted by the property before Foxen was ever involved with the property.  We have one policy for my wife and I and Foxen shows I don’t exist but my wife conveniently is the one who needs to submit the proof of insurance when she has never submitted that information before and I have already submitted that proof.  Requiring one household to submit the same policy twice under two different names just so you can rip people off unethical.

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

  Business response

  06/11/2024

  Good afternoon Mr. ****,
   
  The policy you had on file met the requirements of the previous program Modera Glendale had. ****** ******** then sent out flyers in February 2024 that informed residents that they must provide proof of the updated renter's insurance policy before March 1st, 2024, or they will be automatically enrolled in the Waiver Program as of March 1st, 2024. On March 8th, 2024, you also signed the Addendum - "Insurance Obligation and Property Damage Liability Waiver" that had additional information on the Waiver Program.
   
  Foxen requires only one policy to be submitted per household. We received and approved your policy on 6/1/2024 and refunded $27.94 to your account. I attached your account ledger to this response. 
  
  If you have any further questions, please feel free to reach out at ***************** 
  
  Thank you,
  
  The Foxen Team

  Customer response

  06/11/2024

  they haven’t reversed the April and March charges that are erroneous.
  
  Regards,
  
  ****** ****

  Customer response

  06/17/2024

   they need to refund April and March charges.
  
  Regards,
  
  ****** ****

  Business response

  06/20/2024

  Good afternoon, 
  
  Here is a breakdown of the following requested information. Please let me know if you have any further questions. Thank you!

  The charges that remain in effect: the date(s), the amount(s) and why?
   
  March 2024 -$12.00
  1. Residents were notified in February 2024 that they would need to turn in an updated renter's insurance policy by 3/1/2024 if they did not want to be enrolled in the Waiver Program on 3/1/2024.
  2. The Resident submitted a policy to Foxen on 3/8/2024
  3. The policy was missing the correct requirements
  4. Foxen emailed the resident stating that the policy on file did not meet the requirements on 3/11/2024
  5. Resident did not submit an updated policy in March

  April 2024 - $13.27
  1. Resident did not submit an updated policy in April
  
  The charge or charges that have been refunded: the date(s) amount(s) and why?
   
  May 2024 - $14.00 courtesy credit
  1. Resident submitted their policy on 5/2/2024
  2. The policy was missing the correct requirements
  3. Foxen emailed the resident stating that the policy on file did not meet the requirements on 5/2/2024
  
  June 2024 - $14.00 credit for turning in a third party approved policy
  1. Resident submitted their policy on 6/1/2024
  2. Foxen approved the policy on 6/3/2024 and sent an approval email to the resident on 6/3/2024
  3. Foxen issued a credit on 6/3/2024 for $14.00
  4. Resident called Foxen and asked for a refund for March-June. The Resident Support Team Lead issued a courtesy credit for May for $14.00 while on the phone with Mr. **** which he accepted. 
  5. Resident is still responsible for the March and April charges as they did not submit an approved third-party renter's insurance policy.
   

  Customer response

  06/20/2024

  The Renters Insurance Policy running was previously submitted to the landlord under the old PO Box number before Foxen started scamming people at my apartment complex.  I should not be penalized because Foxen is a garbage company that doesn’t know to to assimilate policies that were already opted out of.  I shouldn’t have to opt out twice.  I showed the policy under ****** ******** and it covers March and April and May.

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

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not agree to the liability waiver. I did not consent or give authorization to ****** **** and Foxen to charge $14 liability waiver fee. There is nothing in my lease that states I have to provide a copy of my rental insurance to another insurance company(Foxen). My lease states I am to provide a copy to management. I want all the liability waiver fees credited and removed. I want to be removed and not be charged again. I have been charged $ 14 starting January 2024 - currently. There is also a liability waiver fee for $9.62

  Business response

  05/29/2024

  Good morning,
  
  We apologize for any confusion regarding Foxen's liability waiver program.  On 10/25/2023, a flyer was sent to all residents informing them about the waiver program and the $14 charge that would be added to their account if a policy was not submitted prior to 12/01/2023. We have attached the flyer to this response for your convenience.
  
  Additionally, the policy that is on file with ***** ***** has expired and per your lease you are required to maintain a current policy.
  
  If you would like to unenroll from the waiver program moving forward you must submit a non-expired copy of your renters insurance policy with the following information:
  • A minimum of $100,000 in liability insurance
  • Your insured address, with unit number
  • ***** ** ****** **** ******** *** MUST be included as an additional interest/interested party and the address for notification of changes to your policy must be sent to ** *** ****** ********* **** ******
  
  Example of how this information should appear on your renter’s insurance certificate:
  ***** ** ****** **** ******** *** ** *** ***** ********* **** *****
  
  Please let us know if we can assist in any other way.
  
  Thank you,
  The Foxen Team

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased renter insurance through Foxen. I was enrolled in the Rentistry program without my consent. From what I understand, this happened to many tenants at my apartment complex.

  Business response

  05/06/2024

  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. Please know that customer satisfaction is our top priority, and we take your feedback seriously. We received and processed your Rentistry unenrollment form on 5/2/2024 and issued a credit $24.00. If you have any questions, please feel free to reach out to our Rentistry team at ******************** 

  Thank you,

  The Foxen Team

  Customer response

  05/09/2024

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

• Initial Complaint

  04/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last month in March, I have a occurring problem with FOXEN in Columbus Ohio. For Renter's insurance going back to November 2023. Which I have Renter's insurance through another company. I was Approved twice November 20,02023 & April 10, 2024. FOXEN turns around with Emails Renter's Insurance Policy Cancelled. My Insurance Company VERIFIED, on my Renter's insurance Policy Section 2, Personal Liability is the same thing as Liability Waiver. I am COVERED. My current Renter's insurance Policy is Uploaded. My Landlord last month called FOXEN last month to Resolve this occurring problem. This month April 4th, I was Charged by FOXEN for Renter's insurance. Other Tenants have this SAME problem, I am having. It' s a Fraudulent Charge. Apt. Tenant.

  Business response

  04/30/2024

  Good afternoon *****, 

  Thank you for bringing this matter to our attention. We are sorry to hear about your experience and any inconvenience it may have caused. After reviewing your account, all Foxen charges have been removed.  Foxen issued a credit on 4/10/2024 for the submission of your proof of third-party renter's insurance and we issued a curtesy credit of $4.33 on 4/30/2024.
  
  We attached the cancellation notice we received for removing Foxen as the additional interest on 12/14/2023 and the Certificate of insurance Foxen received on 4/10/2024 that was updated on 3/29/2024. 
  
  If you have any questions, please feel free to reach out. 

  Thank you, 

  The Foxen Team

  Customer response

  05/03/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I moved into my apartment, I was told to upload my insurance to Foxen. I tried to go online and do so, many times, but the online link wouldn’t work. I sent them my new policy, updated my policy for them, and they still won’t refund my charges. I have been trying to get my money back for months! Definitely feels like a scam with the way everyone else has issues with their website too.

  Business response

  04/04/2024

  Hi ******,
  
  Thank you for reaching out.
  
  Foxen received a copy of your insurance policy on 2/9/2024 and sent a rejection email to ************************** on 2/9/2024 with the requirements needed for approval. We received another copy of your insurance policy on 4/2/2024, however we regret to inform you that it has not been accepted due to the policy missing the required criteria listed below:
  
  Reason: The policy does not list the Property Name as an Additional Interest/Interested Party.
  
  The address should appear as follows:
         Property Name
         PO BOX 12367
         Columbus, OH 43215
           
  Once you have made the above changes to your Renters Insurance Policy, please send a copy to **************** for review. 
  
  Thank you, 

*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. ↩