ComplaintsforFoxen

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live ********* ***** ********** and foxen take care of rental insurance for the complex however I have my rental insurance with ***** **** and have been sending them that info since may yet they continue to change my account every month for 13 dollars I've sent them email and tryed to call but nothing works I fill like I'm being robed and making me very angry i want May, June and July money put back on my account in fact

  Business response

  08/02/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, it appears we have a total of 3 documents uploaded into our system for you. The first one uploaded on June 24th –was rejected due to the policy not meeting the updated requirements set forth by your landlord with their May 1st deadline. The second one was uploaded on June 27th and was rejected for the same reason. You would have received an automated email notifying you of this. It also looks like we emailed you directly on June 10th with what was needed for your policy to be approved, I have attached that email chain as well. On July 5th we see you made the required updates to your policy to reflect the correct additional interest, which we have showing as Approved in our system. I see you were not charged in August, and we applied a partial credit for July 5-31st. The grace period to receive full credits for updated insurance policies was within the first 2 weeks of the May deadline. However, as a courtesy, I went in and completely removed both June and July’s charges. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4 months ago I was informed that my complex would be using foxen for their insurance provider. I explained to them I already had coverage. I submitted my proof of insurance and I'm still being charged 14.00 monthly. Well, I had a water and ceiling leak and my dining room table and 2 chairs are damaged along with loss of food in my freezer from a breaker. I filed a claim with foxen and I haven't heard anything. I'm so thankful I didn't stop my other policy. I'm going to file with them and hopefully someone can stop this 14.00 that Arbors At Brookfield claims they can do nothing about I was told by them to let foxen know through email and they would definitely get back with me. All lies. I feel as if this is all a scam on both parties.. I have pictures of food and table

  Business response

  07/27/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we see that you sent your policy over. However, it is missing the requirement of listing “Arbors at Brookfield PO Box 12367 Columbus, OH 43212” as the additional interest. Once those updates have been made, please send a copy of your new policy to status@foxen.com to be removed from the waiver program. I was also unable to locate a claim that was filed by you, or for you by your property manager. If you need to file a claim, please contact your leasing office and have them submit a Foxen Incident Report to their dedicated Foxen Representative for proper review and processing. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In May of 2022 the ***** ********* ********** email us residents that ***** partnered up with FOXEN.com for renters insurance. If we the residents wanted to keep our own renters insurance and NOT use FOXEN.com as our renters insurance then we needed to go to FOXEN.com and upload our third party renters insurance with the correct property name, address, and insured amount which is on my renters policy. Since June 1st 2022 FOXEN.com continues to force me to have to pay them $14 a month on top of the renters insurance I already have with ***** ****** ********** Foxen will not resond to either emails that are stated on their website. **************** ****************** The number on their website directs everyone to the two email address that I have stated on this complaint. I was informed from the ***** ********* ********** that it is FOXEN.com responsibility to stop charging me and to refund me. The problem is that if I decide not to pay them then I will recieve a late payment notice, late charges, and evection notice because I would refuse to pay FOXEN.com when I am already paying Armed Force Insurance. What needs to be refunded is $28.00 for June and July, plus August is right around the corner and my statement from ***** ********** shows that I will once again be billed another $14.00 So the total that needs to be refunded would be $42.00 if this is taken care of after Augst 1st 2022. If not the amount that will only need to be refunded would be $28 and to remove the August 1st charge. I want them to stop FORCING ME TO CONTINUE TO PAY THEM WHEN CLEARLY I HAVE SUBMITTED MY THIRD PARTY RENTERS INSURANCE 5 TIMES as have the management team at ***** **********. For proof I have uploaded my Armed Forces Renters Insurance with what was asked of me to have on my policy so that I did not have to use FOXEN.com as my renters insurance.

  Business response

  07/19/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we had placed a credit on your account for $28.00 on July 11th for June and July. The recurring charge was end-dated so you will not be charged going forward either. I also applied another $14 credit on your account for May. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

  Customer response

  07/29/2022

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

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One 5/17/2022 our apartment building decided to partner with Foxen to manage residents’ renters insurance. Per the instructions provided by my landlord, I submitted my proof of insurance on 5/18/2022. I never received any form of confirmation that they received it. All I received was a 30-day notice letter indicating that my current renters’ insurance was going to expire and that I would be auto-enrolled in Foxen’s Liability Waiver Program even though I informed them that my current policy auto-renews each year. Despite multiple emails and phone calls sent to status@foxen.com and info@foxen.com, I have not heard from them once. They never pick up their phone and it always goes straight to voicemail, and I always call during regular business hours. This past month they charged me $14 even though I provided them with my proof of insurance way before the deadline. My apartment complex says they’re unable to do anything about it and that only Foxen can do something. Yet they never respond to emails or answer their phones. I want the unauthorized $14 I was charged back and I want them to stop charging me for anything else going forward. This appears to be a fraudulent company that likes to randomly charge people for insurance, even when they provide them with adequate coverage of a third party insurance.

  Business response

  07/14/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we had placed a credit on your account for $14.00 on July 12, 2022. At this time, you were removed from our program based on our receipt and approval of your third party policy. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

  Customer response

  07/15/2022

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Foxen insurance is partnered with my apartment complex, they have forced placed renter's insurance on me and charged me $14.50. I have had renter's insurance already through ********. We have contacted the ******** ********* as well as Foxen. June 2nd was when we were given an apology from the Landings and told they had forwarded the info to Foxen. Both parties are blaming the other and we’re still being charged. FIX IT. I’m tired of the run around and want a refund immediately. This is unlawful and against the contract i have with the *********

  Business response

  06/29/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we see that your policy was approved in our system in June and meets all the necessary requirements. Foxen end-dated the recurring charge so you wouldn't be charged going forward, however, it looks like the fee that posted to your account was not removed. We have applied a credit for both May & June's insurance charges. This should reflect on your ******** ** ********* account immediately. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

  Customer response

  07/11/2022

  ******** ******* ***** ********* ****** ********* ******** ******* **** * *** ***** ***** ** ****
  i need the complaint ******** reopened as i needed to consult with my roommate and the landings apartment about the issue. I don’t accept the response from Foxen as they need to refund us.
  Thanks,
  ******** *******

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2022 my apartment complex contracted with Foxen insurance. I provided Foxen with the appropriate documentation showing that I have renter insurance coverage and on their website it shows my renters insurance was approved. I have reached out several times through email and phone that I have renters insurance. As well as the property managet and no responsr. Unfortunately the property manager can't remove the charges and told me Foxen has to do that. I requested that they please remove the charges of 20.00 for May 20.00 charge for June 2022 and July of 2022. Also remove the 20.00 off of my account. It is unprofessional to charge me for a product I'm not using and provided evidence that I'm covered. I hope that we can resolve this issue without it becoming a legal matter.

  Business response

  06/27/2022

  Thank you for bringing this to our attention, and we apologize for the inconvenience this has caused. I believe this situation has been resolved via the email exchange attached. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm a resident at ***** ********* apartment and the complex has partner with Foxen as a third party insurance to offer coverage for ***** ********* residents. They seem to be pushing their services onto me and my wife even though we have insurance with ********, they are adding their cost to my rent payment even after I've sent multiple emails with proof of coverage.

  I was informed by the office staff at ***** ********* that they have no way of resolving this issue and that I am to contact Foxen. In my attempts to contact Foxen I haven't received any response back but I have consistently received a notice of payment needed. I mistakenly paid this in my rent last month and was told by they apartment staff that I would receive a credit for this month (June) but instead received another bill.

  I haven't signed any agreement with Foxen and doesn't wish to have their services nor continue to be billed. Please help me resolve this because this seem to me to be a forced fraudulent charges that I haven't agreed to. I have attached a copy of my Dec page that was submitted to the apartment complex upon moving in. Foxen was brought on after I moved in and I submitted the proof of coverage as requested to show coverage.

  Business response

  06/16/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we had placed a credit on your account for $27.53 on June 15, 2022. At this time, you were removed from our program based on our receipt and approval of your third party policy. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue. 

  Customer response

  06/19/2022

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

• Initial Complaint

  06/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  1) I need Foxen to update my apartment's ledger account. I have my own renters insurance for long time already (2021) I being charged by Foxen since Feb or March 2022. Those monthly amounts and fees need to be deleted from my ledger account since I sent previous emails to Foxen so they delete them but they didnt respond nor delete the fees yet. Also would like they email me the fees they were charging and since what month because now the ledger is all mixed with other amounts Thank you so much ****** ********  my email is *******************

  Business response

  06/16/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we had placed a credit on your account for $15.00 on May 17, 2022. At this time, you were removed from our program based on our receipt and approval of your third party policy. The Foxen program started with your property in May of 2022. Any renter insurance charges before May, would be with the prior program that your property was working with. Please reach out to your Property Staff at ***** ** **** to resolve the charges that were issued before May of 2022. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue. 

  Customer response

  06/17/2022

  1)***** ** **** Manager ******* fox told me that the ones who can fix the account ledger renters insurance fees are adjusted by your company, and the fees HAVE NOT being adjusted in the customer ledger, she can see the $15 dollars credit but that doesn't really do anything because is still in MY ledger. STILL SHOWS I OWN $15 for MAY 

  My ledger is adjusted by your company. please the $15 needs to be credited in my account and SHOW THAT IN MY LEDGER 

   2) I still have partial April fees of $6.57 When your company took over and is not being charged by any other company this is being charged by your company. this is being told to me by Manager *******

  Please This is something that needs to be done by your company and fixed on my ledger. 

  Regards,

  ****** ********

  Business response

  06/23/2022

  Thank you for your message, we will be happy to help explain further. Attached is a screenshot of your ledger for all charges, credits and payments made on your account in May and June. Highlighted is the May Renters Insurance charge of $15 that posted to our account on May 1st. The second highlight is the $15 credit applied to your account on May 17th, reversing the May Renters Insurance charge. This screenshot shows the $15 credit applied was for the Renters Insurance (RINS) charge code. As previously mentioned, Foxen's coverage for Tides Equities began May 1st. Any insurance fee's on resident's accounts prior to May 1 were not Foxen and we unfortunately are not able to apply insurance credits for those months. We will reach out to your property manager at Tides on Wynn and explain this as well. From there, she should be able to review and apply any necessary credits from previous months. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue. 

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently the property I currently rent through teamed up with Foxen to offer the tenants renters insurance. However, prior to moving in I had to show proof of current renters insurance. Unbeknownst to myself, I was involuntarily auto enrolled into a plan provided by Foxen. I have reached out to Foxen through email multiple times showing proof I am already covered with State Farm. They have charged me now twice at $14 a month. Unfortunately, I have been forced to pay this or I am unable to pay my rent. I demand a full refund and an immediate stop on enrollment. I will also be filing a complaint with TN Commerce and Insurance.

  Business response

  06/16/2022

  We apologize for the frustration our Tenant Legal Liability Program has brought you. We strive to ensure that all our customer’s residents have renter’s insurance, whether through our program or through a third party, in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we see that you sent your policy on May 2nd, however, it didn’t meet all the requirements listed on the letter provided to you by your leasing office, notifying their residents of the required changes and deadlines. Therefore, Danny received an email from no-reply@foxen.com on May 4th notifying him of the missing requirement of adding IRT as an additional interest. Please reach out to your insurance provider and have them add IRT as an additional interest with an address of PO Box 12367 Columbus, Ohio 43212. Once we receive an approved insurance policy that meets all the requirements, you will be removed from our program and refunded at that time. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Foxen insurance is partnered with my apartment complex, they have forced placed renter's insurance on me and charged me $14.50. I have had renter's insurance through **** ****** since the beginning of March, and I have been an insurance agent in Ohio for the past 11 years. On 5/1 Foxen forced placed the renter's policy, and as of 5/17 I have not received an email or a call back from Foxen.

  Business response

  05/22/2022

  We apologize for the frustration our renters insurance compliance program has brought you. We strive to ensure that all our customers have renters insurance whether through our program or through a third party in effort to limit the liability to your Landlord in the instance of a claim. In researching your account, we had placed a credit on your account for $14.50 on May 13, 2022. At this time you were removed from our program based on our receipt and approval of your third party policy. We strive to make sure our customers are satisfied and believe we appropriately managed your account. If you still have questions, please contact your Property Manager and we will make sure to resolve your issue.

*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. ↩