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:03/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/01/2025

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

  Thank you, 

  The Foxen Team

  Customer Answer

  Date: 04/02/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

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

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

   

  Business Response

  Date: 03/26/2025

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

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

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

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

  Business Response

  Date: 03/27/2025

  Hello *******, 

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

  The Foxen Team

  Customer Answer

  Date: 04/03/2025

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

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/17/2025

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

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

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

  The Foxen Team

• Initial Complaint

  Date:02/19/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

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

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/25/2025

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

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment complex forced all the residents to use Foxen as a renters insurance. For months I sent my current policy that I had prior to this forced regulation through the link provided by Foxen. After months of submitting and finally contacting the company, they refused to give a full reimbursement of months of pay because they don’t have anything on their files showing proof of submitting my policy. Never once received any emails so they claimed that without proof they wouldn’t pay me anything. Then my policy was submitted. They charged me again stating my own renter's policy was canceled and it never was.

  Business Response

  Date: 02/14/2025

  Good afternoon,
  
  Thank you for reaching out. You were enrolled in the program in June of 2024 due to not supplying proof of coverage. We did not receive a policy submission until August 9, 2024. We later received notice that your policy was cancelled on 12/24/2024. However, we have since confirmed that your policy was reinstated, and the February charge is currently being credited back to your account. As a courtesy, we will also be crediting the fees from June through August.
  
  If you have any questions, feel free to email [email protected] to reach our Resident Support Team.
  
  Thank you,
  
  The Foxen Team

  Customer Answer

  Date: 02/21/2025

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

• Initial Complaint

  Date:12/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FOXEN charges fees for Renter's insurance without full disclosure to customer. I obtained Renter's ********************** via another provider; effective Nov 2023 to Nov 2024 w/no break in coverage. Policy renewed Nov 2024 to Nov 2025 and uploaded via resident portal. Sometime in June 2024, FOXEN claimed to have received letter from my insurance provider stating policy will be canceled due to unpaid premium. Premium was paid simultaneously as letter was received by FOXEN. Renter's insurance was never canceled. FOXEN alleged to have sent me an email stating my Renter's insurance IS canceled and that I will be enrolled and assessed a fee under their provider. Unfortunately, FOXEN has a non registered email with a "no reply" status. All of their emails go straight to "SPAM". I noticed this month the fee on an invoice and questioned the mgt office. The *** office informed of the letter received and accrued charges since June. FOXEN refuses accountability for their error and will not issue a refund on fees assessed from June 2024 to present; even after receiving documents from my insurance provider confirming no break in coverage from Nov 2023 to current. doesn't have a registered address sois a generic email, with a "no reply" status. FOXEN representative admitted they recieved no further confirmation from my provider that policy was canceled. Further, their business practice makes assumptions routinely w/out verification and assesses fees on their consumers. FOXEN'S "customer service" business model states; We are customer centric The customer is at the center of all we do We strive to understand our customers'challenges and anticipate their needs.We own it Each team member takes ownership for their individual responsibilities and Foxen's overall success. We have pride in our work and give our best efforts,Following through on our commitments we hold ourselves accountable for delivering results.FOXEN makes business decisions led by assumptions and not facts. Unacceptable!

  Business Response

  Date: 12/16/2024

  Hello *******,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any frustration or inconvenience this situation has caused and truly appreciate your patience and feedback.
  
  Upon review, we received confirmation from your insurance agent, along with an updated copy of your renter's insurance policy listing Farmhaus Apartments as an interested party on December 13th, 2024. They confirmed that your policy was not canceled in June as the premium had been paid. Based on this information, Foxen has issued a refund of $84.50, which was processed on December 16, 2024.
  
  If you have any further questions or concerns, please do not hesitate to reach out. We are here to help and are committed to ensuring a positive experience moving forward.
  
  Thank you again for your understanding, 
  
  The Foxen Team
  

  Customer Answer

  Date: 12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I sincerely hope that this type of issue/situation doesn't happen with anyone else. 
  
  Regards,
  
  ******* *****-******

• Initial Complaint

  Date:12/04/2024

  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.

  Foxen never notified me that they would charged me for renters insurance that I had and not make an adjustment to my property managment company billing for not providing them the information. They are not listed in my lease as a company that will need information from my insurance company. So, I later provided the information from the beginning of my policy and the refused to adjust the fees from the start day.

  Business Response

  Date: 12/09/2024

  Good afternoon ******,
  
  Thank you for contacting Foxen. We value your feedback and want to provide clarity regarding your concerns. Below is a detailed timeline of events for your reference:
  
  1. On March 28th, 2023, you signed Addendum J - Property Damage Liability Waiver as part of your lease agreement, which included details about the Foxen Waiver Program.
  2. On January 17th, 2024, you submitted your third-party renter's insurance policy.
  3. On January 18th, 2024, Foxen sent you a notification explaining that your policy did not meet the requirements set by your landlord.
  4. On January 22nd, 2024, you provided a corrected policy, which was approved by Foxen.
  5. On January 23rd, 2024, Foxen issued a pro-rated credit of $4.20 to reflect the approved policy date.
  
  To ensure we address your request for further credits, we kindly ask that you provide a copy of the email you sent to your property management in June 2023, confirming submission of your policy to their staff. Once we have this information, we will promptly review your account and determine if additional credits are warranted.
  
  I have attached your lease agreement with Addendum J and the Foxen Waiver Flyer you were given by your property for your convenience. We appreciate your understanding and are here to assist you further if you have any questions or need clarification.
  
  Thank you, 
  
  The Foxen Team
  

  Customer Answer

  Date: 12/09/2024

  I had renters insurance withe *** a company suggested by **** **** from Dec. 2022 until April 2023. I have attached all payments made to ***** **** from April 2023 until today.  As you can see the flyer with the information they needed was sent out after the date I signed my lease.

  Business Response

  Date: 12/09/2024

  Hello ******,
  
  Thank you for providing additional details and documentation. We truly appreciate you taking the time to share this information.

  
  As stated in the lease agreement you signed on March 28th, 2023, evidence of third-party renter’s insurance was required under the terms of the lease and its addendum. Our records show that Foxen did not receive a third-party insurance policy meeting your landlord's requirements until January 22nd, 2024.
  
  If you have any additional documentation or evidence showing an earlier submission of your policy to Foxen, please do not hesitate to share it with us. We will be happy to review it and address your concerns accordingly.
  
  We’re here to assist with any questions or further clarification you may need.
  
  Thank you, 

  The Foxen Team

  
  

• Initial Complaint

  Date:11/30/2024

  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.

  Last Wednessday Foxen put notices on all apartemnts Doors in the Property where I live. The Letter Threatening to put there Insurance on a unit if they didnt buy renters insurance and have the name of the property and Foxen listed as the Interested party n the renters insurance we are to buy. This whole thing in violation of Minnesota Law. The Foxen insurance they sell is not renters insurance only landlord gets coverage by the tennant paying. That again is against the law in MN. I have my own renters insurance with 500000 in liability with a million umbrella on top of that . I would need 15 Foxen policys to just get the liability coverage I have now, The entire letter is written like that of someone asking for ransome. The Forced selling of something that does the person paying no good at all. My insurance comany is in no way willing to do as there asking and I refuse to buy Foxen forced garbage insurance. It does zero for me.

  My insurance is written by ***** **** *** Company. I am not finding a  Minnesota Insurance License for Foxen to be 
  selling insurance in MN. The Letter that was left of my door says they will start billing for a damage liability waiver insurance policy on jan 1 2025. There is nothing in my lease about this at all. I have had renters insurance with 
  very good coverage for 5 years . I have supplied my landlord with this information . 

  Business Response

  Date: 12/06/2024

  Good afternoon Mr. ******,
  
  Foxen provides a Property Damage Liability Waiver Program to landlords such as Prairie Property Management. Most tenants are required to have renter’s insurance to cover damages that they may cause to the apartment building. Some tenants either do not comply with this requirement or initially comply but allow the policy to lapse. So, to mitigate financial exposure for landlords should an uninsured tenant cause damage to the property, Foxen uses its proprietary technology to monitor tenant’s compliance with the insurance obligations under the lease. 
  
  If Foxen finds that the tenant does not maintain renter’s insurance, Foxen enrolls them in the Waiver Program. Under the Waiver Program, the landlord agrees to waive the enrolled tenant’s liability to the Landlord for property damage that the tenant causes. The idea is that even if a tenant is uninsured, the landlord still wants to be prepared for the most common types of tenant-caused property damage so that they don’t have to spend the time and expense of pursuing the tenants for damage. To be clear, the Waiver Program is not insurance for the tenant. And importantly, if the tenant can show the landlord that they have renters insurance, then the tenant will not be enrolled in the Waiver Program. 
  
  To meet your landlord's requirements, the verification of a third-party insurance policy must show: 
  
  - That the policy has a minimum of $100,000 in liability coverage
  - The resident’s insured address – be sure to include unit number/letter
  - Stonemill Apartments 800 MUST be included as an Additional Interest/Interested Party
  The address for Notification of Changes to your policy must appear as follows:
  ********* ********** *** ** *** ***** ********* **** ***** 
  
  Please see the attached letter for more information. If you have any further questions, please feel free to reach out to ***************** 
  
  Thank you, 
  
  The Foxen Team

• Initial Complaint

  Date:09/17/2024

  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.

  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

  Date: 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

  Customer Answer

  Date: 01/02/2025

  I am writing to formally file a complaint regarding the dishonest and improper business practices I have experienced this company.

  This is the second time I have been compelled to bring such issues to your attention, and I trust you will handle this matter with the urgency and professionalism it requires.

  At the beginning of December, I contacted this company to inform them that I already purchased renters insurance coverage. I promptly provided proof of my fully paid renters insurance policy, which is valid for the entire required period. However, despite my efforts, this company imposed unnecessary and undue delays in updating my insurance records.

  While the update was finally reflected in early December, I was still charged an additional fee for the month of December. Shockingly, this improper charge has continued into January. I consider these actions to be not only unethical but potentially illegal. Charging additional fees after receiving proof of valid insurance constitutes an unjust and dishonest business practice.

  I am therefore requesting the following:

  1. Immediate Refund: A full refund of $20, which was wrongfully charged to my account.

  2. Cessation of Improper Charges: An immediate halt to any further unjust fees or charges related to this matter.

  3. Review of Practices: A review of your procedures to ensure that other customers do not face similar issues in the future. Failure to address this matter promptly may leave me with no choice but to escalate my complaint to the appropriate regulatory authorities, as well as seek legal recourse to protect my rights as a consumer.

  I look forward to your prompt response and resolution of this matter.

  Business Response

  Date: 01/02/2025

  Hi *****,
  
  Thank you for reaching out! Below is a detailed timeline of events regarding your renters insurance policy for your reference:
   
  1. 9/1/2024: Foxen sent an email notification to your email address on file, informing you that the insurance policy we had on file was set to expire on 9/16/2024 and that we had not yet received your renewed renters insurance policy.
  2. 9/16/2024: Foxen sent another email notification to your email address on file reminding you that we had not received your renewed renters insurance policy.
  3. 11/30/2024 (Saturday): An "Evidence of Coverage" document from Millennial Specialty Insurance was uploaded to our website.
  4. 12/1/2024 (Sunday): A $14.00 Foxen Waiver Program charge was posted to your resident account.
  5. 12/2/2024 (Monday): Foxen sent an email notification to your email address on file indicating that the uploaded document did not meet the requirements for approval.
  6. 12/2/2024 (Monday): Foxen received your updated renters insurance policy.
  7. 12/3/2024 (Tuesday): Foxen approved your renters insurance policy and issued a $14.00 credit to your account.
  8. 12/6/2024 (Friday): Foxen sent an email notification to your email address on file confirming that your policy was approved.
  9. Current Status: There are no Foxen Waiver Program charges on your account for December or January.
  
  If you see anything different on your account or have additional questions, please feel free to reach out to me directly at *********************************** so I can assist. 
  
  Thank you,
  The Foxen Team
  

  Customer Answer

  Date: 01/02/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298457
  
  I am rejecting this response because: 
  Heres a revised and professional version of your statement:
  
  
  I am writing to express my deep concern regarding unauthorized charges on my account, as outlined in the attached documentation. I believe these charges were applied in error and do not align with our agreement or standard business practices.
  
  
  I request an immediate investigation into this matter and a prompt credit of the disputed charges back to my account. Please confirm receipt of this email and provide an update on the resolution timeline at your earliest convenience.
  
  
  Thank you for addressing this issue promptly.
  
  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 01/02/2025

  Good afternoon *****, 

  Thank you for providing the attachments. It appears that the $10.00 charges are not related to Foxen. I recommend reaching out to your property manager for further clarification. Please note that Foxen charges are listed as "Foxen Liability Waiver" or "Rentistry Credit Builder". I have attached a copy of your ledger for reference. 

  Please feel free to reach out if you have any additional questions or concerns. 

  Thank you!

  The Foxen Team