Complaints

This profile includes complaints for HomeRiver Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HomeRiver Group

  12906 Tampa Oaks Blvd STE 100 Temple Terrace, FL 33637-1154

• 

  HomeRiver Charlotte

  307 W Tremont Ave Ste 200 Charlotte, NC 28203-4902

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  HomeRiver Lake Havasu

  1947 McCulloch Blvd N Ste 102 Lake Havasu City, AZ 86403-5723

• 

  HomeRiver Spokane

  1330 N Washington St Ste 3100 Spokane, WA 99201-2443

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:06/30/2025

  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.

  On May 31, 2025, my husband and I submitted an application with HomeRiver Group to lease a home located at ********************************************. On June 2, we were accepted and paid a $2795 deposit. We asked to view the property, but were told that due to tenants still occupying the residence, we could not view it. We were then told that once they moved out, we would be contacted to schedule a viewing. I was informed by neighbors of the property that the tenants moved out on June 14, 2025. I contacted the property manager via phone and email on June 20, 2025. I have yet to receive a call back or email ******** of June 27, 2025, we still have not been able to view the property. We keep being told that it is being prepared, but the former tenants moved out three weeks ago. Regardless, we should have been able to view the property even if there were tenants still living there. Not once have we spoken to a live person on the phone. We have only been contacted via email. Phone numbers we have called have gone to voice mail with no call back. We have tried contacting the corporate office, but no one has replied back to us. We have also paid the pro-rated rent, first months rent, and fees totalling $3,642.28. We are concerned that we have been scammed by this company.

  Business Response

  Date: 07/09/2025

  Thank you for sharing your concerns. We understand how important clear communication and timely access to the property are during the leasing process, and we sincerely apologize for the frustration you experienced.
  Please know that our Property Manager was actively working to coordinate access to the home, which was not immediately available due to the prior tenants' move-out process and the necessary preparation of the property for viewing. These steps are essential to ensure the home meets our standards and is ready for new residents.
  We are pleased to confirm that you were able to tour the property on July 3rd and that you were satisfied with the showing. If you have any further questions or need assistance as you move forward, please dont hesitate to reach out. We appreciate your patience and look forward to providing a great experience in your new home.

  Customer Answer

  Date: 07/09/2025

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

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair 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.

  On June 19, 2025, I submitted a work order for a broken AC unit during an extreme heat advisory (temps over 100F). My home reached 91F inside. Despite calling daily, my wife and I received no updates or contact from HomeRivers maintenance team. We were told the issue was elevated, but no one followed up, and we were offered no temporary solution or repair timeline.On June 24, the contracted **** company contacted me directly, provided great service, and resolved the issue.HomeRivers lack of communication, urgency, and concern for our safety was negligent and unprofessional. This must be addressed.

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating and uncomfortable the **** issue was for your household, and we sincerely apologize for the stress and inconvenience it caused.
  We acknowledge that the lack of timely communication from our team was unacceptable, and we are actively working to improve in this area. Your comfort and safety are extremely important to us, and we recognize how serious this situation was for your family.
  We appreciate your patience as we navigated the vendor process. Based on our discussions and your feedback, we have applied a credit to your rental account to reimburse any out-of-pocket expenses you incurred during the period without ****.
  Additionally, we have taken steps to implement faster escalation procedures and clearer communication protocols to better handle similar emergencies in the future.
  Thank you again for your understanding and for giving us the opportunity to make this right.
  
  
  Should you have any unresolved concerns or issues with the home please feel free to reach out to us directly and we will be happy to assist you. 

  Customer Answer

  Date: 07/08/2025

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

• Initial Complaint

  Date:06/20/2025

  Type:Order 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.

  This company is one of many that collect application fees for people seeking to rent a property. I paid $75 application fee to this company only to find out that my income was not enough to secure this property which in fact my income is qualified voucher wise. I am wanting my underwriter to take a second look at my application with the accurate information I provided because I fell that this company did not do enough to help me get into their property which I told them that I loved and wanted very badly. I dont think that is too much to ask! Ive called over and over and its really no one you can talk to. I would really love for her to closely look at my proven document that the income is enough because I paid a deposit which i understand isnt refundable but in my case the underwriter decision is inaccurate for denial.

  Business Response

  Date: 06/27/2025

  
  
  Thank you for the opportunity to respond to this concern. We take all applications seriously and aim to process them accurately, fairly, and in accordance with each property owners requirements.
  
  Upon initial review of the applicants documentation, the application was denied due to the voucher not appearing to cover the full rental amount.
  
  However, upon further clarification and additional documentation, it was determined that the voucher does indeed cover the necessary amount to qualify for the property.
  
  Following this updated determination, the applicants file was resent to the property owner for consideration, and the owner approved the application.
  
  As of June 24, 2025, the application has been fully approved, and the applicant has been notified of the status update. Our team is now actively working with the applicant to complete the next steps and move forward with the leasing process.
  
  We appreciate the applicants patience and understanding as we worked through the required verification steps. Our goal is always to ensure every applicant receives a fair and timely review, and we are pleased this matter has been resolved positively.
  
  Sincerely,
  
  HomeRiver Group 

• Initial Complaint

  Date:06/17/2025

  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.

  After three years as a tenant, the past year has been particularly disappointing due to two major unresolved issues that have forced me to seek legal advice and consider further action.1. Improper Billing and Software Error HomeRiver charged my account for a payment that, per their own instructions, should have been canceled. Their representative wrote:Deleting the scheduled payment prior to the date will stop the recurring payment.I followed these instructions, yet the payment still went through. I raised this issue over two months ago, and despite repeated emails and phone calls, HomeRiver has refused to resolve it. I even contacted their software vendor, PropertyWare, who was helpful and offered to set up a three-way call to resolve the issue. Once I informed HomeRiver, they ceased communication entirelyrefusing to engage with either me or their own vendor.2. Water Damage and Habitability Concerns For over a year, Ive reported water intrusion through the ceiling and bedroom window during heavy rain. The result has been water-damaged personal belongings, mold growth, rotting wood around the window frame, and damage to the flooring. This raises serious health and safety concerns. Despite multiple maintenance requests, no repairs have been made. I am now working with legal counsel to potentially notify the landlord of my intent to withhold rent if the unit is not returned to the habitable condition required under the lease and applicable law.Whats most frustrating is that I am paying twice for this neglectfirst through my rent, a portion of which goes to HomeRiver, and again through a mandatory monthly Resident Benefits Package fee. In return, as a tenant who has paid rent on time for 3 years, Ive received substandard service and silence on critical issues.I strongly advise tenants and landlords to avoid HomeRiver until they demonstrate meaningful accountability, transparency, and a commitment to tenant well-being.

  Business Response

  Date: 06/27/2025

  Dear *****,  thank you for bringing your concerns to our attention. We appreciate the opportunity to respond and provide clarification on the actions taken and our ongoing efforts to resolve the issues raised.
  We understand your concerns regarding the water intrusion. This issue was reported through our maintenance system in April, and we acted immediately by dispatching a vendor to investigate.
  The vendor determined that the source of the leak is not within your unit, but rather from the balcony of the upstairs unitwhich is not under HomeRivers management. That area is the responsibility of the building management and the owner of the upstairs unit. We immediately contacted the building management to request an investigation and have followed up repeatedly to urge timely action.
  We have now been informed that the building management has begun moving forward with efforts to determine the exact cause of the leak. They are actively coordinating access with the owner of the upstairs unit to complete their inspection. In addition, the property manager visited the property yesterday and again contacted the building management to coordinate the inspection and reiterate the urgency of the situation.
  To help prevent further damage, we are dispatching a vendor to the property to perform interim mitigation work before the inspection is completed. This may include temporary measures such as drying out affected areas or stabilizing damage inside the unit. In addition, we have requested that building management tarp the upstairs balcony to help prevent further water intrusion while long-term repairs are pending.
  The property owner is fully informed and has a vendor ready to begin full repairs once the inspection is complete and the balcony above has been properly addressed by building management and the owner of the upstairs unit. At that point, the owner will proceed with replacing any damaged items such as doors, windows, and sheetrock to restore the unit to its proper condition.
  We understand your concern regarding the processed payment/software error and appreciate your efforts to address it. Our team has reviewed your tenant ledger, and we can confirm that your account currently shows a zero balance.
  We are reviewing the prior communications with your Resident Coordinator regarding the payment issue to determine an understanding of what occurred. While it appears that payment was processed due to a system-related error, we recognize the inconvenience this has caused and are committed to ensuring it does not happen again.
  We also want to clarify that the Resident Benefits Package was fully disclosed in the signed lease. The package, including its cost and features, is part of our standard lease agreement and applies consistently to all tenants.
  Our next steps are to continue coordinating with the building management and the owner. The vendor will be on site to mitigate damage, and we are prepared to begin full repairsincluding replacement of windows, doors, and sheetrockas soon as the source of the leak is permanently resolved. The property manager has been in touch with you with updates and will continue to do so.
  We appreciate your long-term tenancy. Please know that both HomeRiver Group and the owner are committed to resolving these matters as quickly as possible.

• Initial Complaint

  Date:06/13/2025

  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.

  We have had nothing but trouble as owners renting our home with HomeRiver Group. We have tried since March to get assistance after we were told the day our renters broke lease in March. We even went to the Chairman and have received no answers to our questions, or any follow up. *Failure to do an inspection upon our first rental on their part will cost us thousands of dollars due to their oversight.*Telling us things will cost $99 then be billed for $400 *We found our contract was not valid due to their oversight *Upon our tenants breaking lease, we were A. Not told this was happening, per contract they need to give a 30 day notice. B. still have no answers to "are you billing them for the broken lease". etc. *Put our house on the market for the wrong price, losing us more money throughout the year *They have broken the contract between us and them just be not even replying for weeks/ months! *We have literally done all the managing of our property since day one. We honestly are paying for stress and excess work. I am attaching the email we sent to the Chairman on 5/26. He passed it to a Regional Manager. Regional Manager called me and said we will earn your trust back. That was almost 3 weeks ago. We have tried following up 4 times along with our Property Manager as we booked an AC tune-up. We cannot get a reply to save our lives. So again, we will contact our tenants to let them know. We do not have the money to hire a lawyer, but we need some help! I can provide every email and every text I have from our property manager to help with what has been going on. It has been a nightmare of almost 2 years. We are seeking clarification on all contracts, leases, payments and at this point a refund for every dollar we have given them. What those tenants were billed for, will we ever see a dime? A refund for the mis-spoken items etc. Thank you for your help.*** and ******* *****

  Business Response

  Date: 06/24/2025

  Thank you for the information related to your lack of service.  Please know that this is not the level of Service that you should be able to expect from your property management team.  I have entered a credit for the $301 difference for the locks and am also entering a goodwill credit for $1400 for the difference of the rent miscommunication.  I am sorry for the lack of communication that you have received and HRG will work to provide a higher level going forward.

• Initial Complaint

  Date:06/13/2025

  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 am the current tenant at **************************************************, and Ive experienced multiple serious habitability and maintenance issues with the property since move-in on May 23, 2025. These issues have included:1. No working air conditioning upon move-in, with indoor temperatures reaching 8790F for over entire week. Despite numerous calls and emails to the property management company (HomeRiver Group), no one responded until June 4, and only after we followed up multiple times.2. The dryer breaker has not worked since May 26, meaning we have not been able to do laundry in the home at all, and have had to pay out of pocket to use a laundromat.3. There is a leaking washer pipe, which has still not been resolved.4. I made multiple phone calls to maintenance (with records to prove), and submitted emails and requests for updates, yet I received little to no communication for over two weeks.5. These problems have made the home uninhabitable, caused financial burden, and affected my health and safety.I am requesting:- A full refund of May rent due to the home being unlivable - A waiver and refund of June rent for continued unresolved issues - Immediate termination of the lease with no penalties or fees Despite doing everything on my end to report and resolve these problems, management has failed to respond in a reasonable time or provide a resolution. I am filing this complaint in hopes of finally receiving a fair and timely resolution.

  Business Response

  Date: 06/25/2025

  Dear BBB and Ms. ******,
  Thank you for sharing your concerns. We sincerely apologize for the maintenance and communication issues you experienced after moving into 408 Jacks Pl on May 23, 2025. At HomeRiver Group, we strive to provide safe, comfortable homes and timely service, and we regret that we fell short in this instance.
  Summary of Actions Taken:
  On May 26, we received reports of HVAC, refrigerator, and dryer breaker issues and promptly submitted a claim with the home warranty company, as this is a brand-new home covered under warranty.
  Despite ongoing efforts, including follow-ups with the warranty company and vendors, some repairs were delayed due to scheduling and coordination challenges.
  We acknowledge the frustration caused by the delay in response to your requests and sincerely apologize for the communication gaps.
  The leaking washer pipe reported on June 10 was promptly assigned to a vendor who was scheduled for repair on June 12.
  Resolution:
  The habitability issues affecting your comfort and safety were addressed in a timely manner. While we understand the inconvenience caused by the remaining maintenance items, the home remains in a livable condition. Therefore, we are unable to approve a concession or waive penalties related to lease termination for these outstanding items.
  We appreciate your patience during this process and remain committed to completing all necessary repairs as quickly as possible. Please feel free to contact us for any questions.

• Initial Complaint

  Date:06/09/2025

  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 was scheduled to move into a house on May 31st, when we arrive with the movers the house was completely infested with roaches! Roaches crawling on the ceiling in every room of the house! Not to mention the 2 broken windows in the kitchen and in the main bedroom.... I put in a request for lease termination but I have yet to hear anything back! My family had to mive our things into a storage unit so that it wouldn't become infested.... I've spent so much extra money because of this, not to mention the mental strain! I contacted the city code inspectors, the news station and my lawyer in order to shed light on this scam of a company. They only care about lining their pockets, but this company wont be around for too much longer!

  Business Response

  Date: 06/25/2025

  omeRiver Group (HRG) takes all resident concerns seriously, and we regret that Ms. ****** had a negative experience related to her intended move-in at ******************
  Upon first receiving communication from Ms. ****** on June 9, 2025, regarding the condition of the home, our team took immediate action. Within 48 hours of that initial message, we honored her request for lease termination and promptly issued a full refund of $2,650.00. This amount represents the total funds paid by Ms. ****** to HRG; no additional payments were made beyond this amount.
  While we strive to ensure every home is move-in ready, we recognize this experience did not meet our standards or the expectations of Ms. ******* We sincerely apologize for the inconvenience and stress this situation caused.
  At this time, a full refund has already been processed and no further balance is owed by either party. We consider this matter resolved, but remain available should Ms. ****** have any additional questions or need further assistance.

• Initial Complaint

  Date:06/06/2025

  Type:Order 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.

  May 30, 2025, I submitted a formal request to HomeRiver Group (Tulsa) to terminate my lease under the Violence Against Women Act (VAWA). I provided a valid protective order, which legally entitles me to terminate the lease without penalty for safety reasons under federal housing law.HomeRiver Group failed to honor this legal termination. Instead, they continued to demand rent, refused to confirm lease closure, and misrepresented the reason for termination by falsely stating it was due to a denied transfer rather than safety concerns. This has caused me emotional distress and placed me at risk of financial harm, including possible collections or credit damage.Despite multiple attempts to resolve the issue and provide documentation, I received no written acknowledgment that the lease was terminated under VAWA or that I would no longer be held responsible for rent.HomeRivers refusal to comply with VAWA protections is unjust and unlawful. I am asking the BBB to help facilitate a resolution that stops further financial harm and ensures my federal rights as a tenant are respected.I am requesting BBB assistance to ensure HomeRiver Group:Honors the VAWA-protected lease termination;Ceases rent collection efforts;Provides written confirmation of lease closure with no penalties;Acknowledges that the termination was due to safety concerns, not a denied transfer.This matter is urgent and directly affects my safety, housing security, and financial wellbeing.

  Business Response

  Date: 06/25/2025

  Tell us whyDear BBB and Ms. ********************* you for the opportunity to respond to the concerns raised regarding your request to terminate your lease under the Violence Against Women Act (VAWA).
  HomeRiver Group takes the safety and rights of all residents seriously and strives to comply fully with all applicable federal and state laws, including VAWA. Upon receiving your request and documentation, our team carefully reviewed the situation in light of the governing laws and our lease agreement.
  We acknowledge that VAWA protections allow eligible tenants to terminate leases without penalty under certain conditions. However, after thorough legal review, we determined that the specific Oklahoma statute cited (O.S.A. 41-113.3) and the referenced federal regulation (24 CFR 5.2005(c)(2)) do not apply to this particular case due to the following reasons:
  The protective order provided relates to an incident that occurred in a different state prior to the commencement of your current lease in *********
  The Oklahoma statute cited protects tenants from lease denial or retaliation due to domestic violence status but does not waive early termination fees in circumstances where the protective order predates the current lease and the incident occurred elsewhere.
  The federal regulation applies only to covered housing providers under specific federally assisted housing programs, which does not include your lease.
  Accordingly, while we fully understand and empathize with your situation, our position is that there is no legal requirement to waive the early termination fees or alter the lease status under these circumstances.
  We regret any emotional distress this situation has caused. We remain committed to open communication and encourage you to reach out if you have additional documentation or legal clarification to provide. here...

  Customer Answer

  Date: 06/26/2025

   
  Complaint ID: ********
  I am rejecting this response because:
  
  
  HomeRiver Groups response contains multiple misstatements of law and reflects a fundamental misunderstanding of both federal and Oklahoma housing protections related to domestic violence and stalking.
  
  
  I submitted a valid Full Order of Protection, which remains in effect through July 8, 2025, and is enforceable in all 50 states under 18 U.S.C. 2265. I also provided written notice and vacated the property on June 7, 2025, in full compliance with **** (34 U.S.C. *****) and Oklahoma Statute 41 O.S. 113.3.
  
  
  HomeRivers claim that the protective order is invalid due to being issued in another state or prior to the lease is legally incorrect. There is no such limitation under the statute. Their ongoing refusal to acknowledge the protections available to me as a survivor reflects either a lack of training or a willful attempt to circumvent the law.
  
  
  Additionally, they:
  
  
  Previously acknowledged the **** lease termination and agreed to prorate 7 days of rent, only to now reverse their position;
  Disabled my tenant portal after raising legal objections;
  Have not provided an itemized deposit accounting, as required by Oklahoma law within 45 days;
  Have demonstrated a pattern of delays, shifting justifications, and lack of transparency.
  
  
  
  
  I am moving forward with formal complaints to HUD, CFPB, and the Oklahoma Attorney General, and I will be pursuing civil litigation in ************ for the full return of my $4,600 deposit, actual damages, and compensation for retaliation and emotional distress.
  
  
  HomeRiver Groups actions are not only legally unsupported, but ethically unacceptable, particularly given the context of trauma, safety concerns, and my obligations as a single parent of three, including a child with autism.
  
  
  Sincerely,
  Oprahstine *****-*****
  
  

  Business Response

  Date: 07/09/2025

  HomeRiver Group takes all claims involving domestic violence protections seriously and approaches these matters with both empathy and diligence. We appreciate the opportunity to respond further.
  We want to clarify the following:
  Legal Protections and Lease Termination:
  HomeRiver Group acknowledges receipt of a Full Order of Protection and written notice of intent to vacate. At no point have we disputed the validity of the order based on jurisdiction or timing. Our review, including input from legal counsel, was focused on ensuring compliance with federal (VAWA) and Oklahoma housing statutes, including 34 U.S.C. ***** and 41 O.S. 113.3.
  Rent Charges:
  The resident was charged only for the prorated period of occupancy through June 7, 2025. No additional rent was applied beyond that date. This has been our consistent position, and we communicated this prior to the return of the security deposit.
  Tenant Portal Access:
  The tenant portal was deactivated following lease termination and vacancy, which is our standard practice across all properties. This action was not retaliatory and was unrelated to any legal objection raised.
  Security Deposit Accounting:
  In accordance with Oklahoma law, which requires deposit reconciliation within 45 days of vacancy, a full itemized accounting and refund was issued on June 20, ****** days after the resident vacated the property. We remain in compliance with statutory requirements.
  Transparency and Good Faith:
  We regret that the resident feels our handling of the situation reflects a lack of transparency. Our team has acted in good faith, and our responses and actions were guided by legal standards and internal procedures.
  While we understand the resident's personal circumstances are difficult and empathize with the broader context shared, HomeRiver Group maintains that we acted within the boundaries of the law and lease agreement. We respect the resident's right to pursue further action and will respond accordingly through the appropriate legal and regulatory channels.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Dear BBB and HomeRiver Group,
  
  
  I am rejecting HomeRiver Groups response to Complaint #******** for the following reasons:
  
  
  1. Misrepresentation of Compliance:
  While HomeRiver claims to have acted within the bounds of Oklahoma law and federal VAWA protections, their actions reflect the opposite. I provided valid written notice and a Full Order of Protection in accordance with 34 U.S.C. ?***** and 41 O.S. ?*****. The law allows tenants in my position to terminate a lease without penalty, which includes waiver of any claim for continued occupancy rent or fees beyond the vacate date, and a prompt, good faith return of the deposit. I have consistently cited and complied with these requirements.
  
  
  2. Misleading on Rent Charges:
  Despite their claim, the initial communication from HomeRiver did attempt to enforce liability for the full rent month, contradicting what they now state. It was only after repeated pushback, legal citations, and agency filings that they acknowledged the June 7th vacate date.
  
  
  3. Delayed and Disconnected Inspection:
  The inspection occurred on June 20, 13 days after I vacated on June 7. Any conditions observed at that timesuch as lawn growth or cleanlinesscannot be accurately attributed to me. I have documented evidence, including photos, videos, and timestamps, showing the home was clean and the lawn maintained upon my departure. Oklahoma law requires the deposit to be based on the condition at the time of vacancy (41 O.S. ?115), not two weeks later.
  
  
  4. Improper Deductions:
  Charges for cleaning and lawn care were unjustified. I had to hire services myself at move-in due to the propertys poor condition. These same services are now being used as a basis for deductions. I submitted documentation proving these costs were incurred by menot the property manager.
  
  
  5. Portal Access Termination:
  While HomeRiver claims this is standard practice, the portal was deactivated while the dispute and deposit reconciliation were ongoing, obstructing my access to necessary records. This was not only poorly timed but arguably retaliatory, especially considering the nature of my protected status under VAWA.
  
  
  6. Lack of Good Faith:
  Refusing to provide an electronic copy of the deposit itemization, failing to acknowledge video/photo evidence, and repeatedly dismissing valid concerns does not demonstrate transparency or good faith.
  
  
  
  
  
  
  Requested Resolution:
  
  
  I am requesting the following:
  
  
  A full refund of all improper deposit deductions, including cleaning and lawn care fees;
  A formal acknowledgment of their failure to honor the protections afforded by federal and state housing laws;
  Assurance that VAWA procedures and compliance will be updated to prevent future mishandling.
  
  
  
  
  If unresolved, I intend to move forward with civil litigation, including a claim for statutory damages under Oklahoma landlord-tenant law, and will continue engaging ***, CFPB, and the Oklahoma Attorney General regarding potential VAWA and Fair Housing Act violations.
  
  
  Sincerely,
  Oprahstine *****-*****
  
  
  Sincerely,
  
  Oprahstine *****-*****

• Initial Complaint

  Date:06/06/2025

  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.

  ** found not working and reported am 5/30/25. No response x 2 days after reporting a 9 week baby in the home and was an emergency due to temps in the high 80s in the home. A tech came to the home 6/3/25 but did not correct the problem and the residence was still having temps in the high 80s. Another tech came to the residence 6/4/25 and stated a mechanical part had to be ordered for the ac unit and now would be handled under a possible warranty with the Homeriver property management company. It is currently 6/5/25 and no one has been to the residence to fix the ac. We do not have the funds to stay in a hotel and the heat from the broken ac has created a health hazard and emergency situation for all involved.

  Business Response

  Date: 06/24/2025

  Dear Better Business Bureau and Ms. ******************* you for bringing your concerns to our attention. We understand the frustration and discomfort caused by the delay in resolving the **** issue at your home, particularly given the presence of an infant and high temperatures. We sincerely apologize for any stress or inconvenience this may have caused your household.
  After reviewing the full timeline of events, the following steps were taken by HomeRiver Group and our vendor partners to address the **** issue:
  5/30/25: The AC issue was reported.
  5/31/25: A work order (Meld) was created and the **** vendor was dispatched.
  6/2/25: Vendor completed initial inspection and replaced the dual capacitor.
  6/3/25: You reported that while the system appeared to blow cold air, the home remained warm.
  6/4/25: The vendor returned and performed a full diagnostic. No immediate faults were found, but possible refrigerant or compressor issues were noted.
  6/5/25: Based on findings, the system may have required warranty-covered compressor repairs. However, the original vendor could not process the warranty claim.
  6/9/25: You were informed that a specialized vendor would be engaged. A temporary AC unit was offered to help relieve the heat, but this was declined.
  6/13/25: A new vendor diagnosed a failed evaporator coil. A warranty claim and repair estimate were submitted the same day.
  6/16/25: The estimate was approved and parts were ordered.
  6/18/25: Full repairs were completed.
  While there were multiple visits and diagnostics required due to the complexity of the issue and warranty constraints, we acted promptly at each step to coordinate with qualified vendors and escalate the matter when initial efforts did not resolve the problem.
  We recognize how serious and uncomfortable this situation was for your family, and we appreciate your patience as we worked through vendor and warranty processes. Your comfort and safety are a priority, and we have taken steps to ensure faster escalation paths and clearer communication when dealing with similar **** emergencies in the future.
  If there are any further concerns or unresolved issues, we would be happy to speak with you directly to ensure full satisfaction.

• Initial Complaint

  Date:06/04/2025

  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.

  On April 1, 2025 I paid a full month rent to home River group as I had an automatic draft set up. I my move out date was April 7, 2025. My prorated amount was supposed to be $312.43 and an additional $44.95 on top of the for air vent replacement. Unfortunately, I paid the full amount of rent for for $1339 and I was supposed to receive a refund of of $981.62 per what I was told by Miss ******** ****** the property manager. When I was sent my move out calculation, they included that justify keeping it as because I painted the house when I spoke to Miss ******** about this, and I told her there was nowhere in my lease, saying that you can withhold money that was overpaid in rent she told me shed speak to accounting that on April 4 I have spoken to Miss ******** again and I have multiple email proofs the last email I sent her was on May 12 and they still have not returned my money. I would like this to be recognized as a scam and for them to return the money that I owed.

  Business Response

  Date: 06/11/2025

  Hi Lydia,
  
  
  I wanted to take a moment to clarify your concerns regarding the refund you are referring to.
  
  
  The $1,339.00 paid was for April's rent, which was paid on April 1st. Although your move-out date was April 7th, accounting initially had it listed as April 9th. Your Property Manager corrected this, and you were credited back $89.27 however, the move-out charges amounted to double the security deposit of $1300.00, which is why the refund was offset.

  Customer Answer

  Date: 06/11/2025

   
  
  Complaint: 23404205
  
  
  
  I am rejecting this response because: I was promised a refund then I was told I would receive the move out calculation. How are they able to withhold money I overpaid?
  
  
  
  Sincerely,
  
  
  
  Lydia Mrema

  Business Response

  Date: 06/12/2025

  The move-out calculation that was sent to you outlines the charges. The charges on your account exceeded the amount on file for the security deposit. Any funds showing positive on the account along with the security deposit were applied towards the damage charges. There is no refund issued when there is a balance on the account

  Please the the attach document

  Business Response

  Date: 06/13/2025

  
  11:14 AM  June 13th, 2025
  
  Good Morning, 
  The move out inspection was done and that's when the rest of the balance was applied. The refund promise was on a previous issue before the move out inspection occurred. The amount promised was credited. The note from the Region and Property Manager are below. 
  
  "The refund I was referring to is for the $89.27 due to the calculations on the move out from the 7th not the 9th.  that accounting was having this credited."
  
  
  

  
  

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23404205
  
  
  
  I am rejecting this response, I’d like to information about another agency that will be able to help me with this matter. 
  
  
  Sincerely,
  
  
  
  Lydia Mrema

  Business Response

  Date: 06/24/2025

  Hello,

  Please see the attached move out inspection documents and costs to turn the property back which occurred after the credit on the initial issue. Every room had to be repainted due to the paint colors being changed while a tenant. This is what resulted in the costs exceeding the security deposit. 

  Thank you.

   

   

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23404205
  
  
  
  I am rejecting this response because not every room was repainted, the 2nd and 3rd bedroom was not repainted. I overpaid rent and they withheld it and that was not their place. I don’t understand why the insist they repainted the entire house. It was the kitchen, dining area, living room, half bathroom, and master bedroom, partial hallway. 
  
  
  Sincerely,
  
  
  
  Lydia Mrema