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 Group Pittsburgh

  2400 Ansys Dr Ste 102 Canonsburg, PA 15317-0403

• 

  Homeriver Group

  600 W Cermak Rd Unit 2a2 Chicago, IL 60616-2268

• 

  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

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:11/04/2024

  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.

  July of 2024 I moved into a home for rent by Home River Group that I did not physically set foot in before I signed the lease. Upon walking into the home I realized that it smelt very badly of cat urine. After 5 separate attempts to contact someone about the issue, I finally tracked down someone who sent a carpet cleaner to come spray the carpets and shampoo. The problem is still not resolved. The home still smells of cat urine very badly and I am 30 weeks pregnant with 3 small children residing in the home. I also have reached out to them because there is a lockbox that has been on my front door for almost 4 months that they have yet to remove. Today I realized that while my heat is not working at it is 65 degrees in my house. I have attempted to login to their maintenance website but trying to access this website it says that I am not a known tenant based off of my email

  Business Response

  Date: 11/05/2024

  Thank you for bringing these concerns to our attention. Were truly sorry to hear about the challenges youre facing and understand how important it is to have a comfortable home, especially with a growing family.
  As per our records, your lease began on August 2, 2024, with the property being accepted under our Site-Unseen Disclosure, which acknowledges the propertys as-is condition. Although this was agreed upon, were committed to making your experience as pleasant as possible within the terms of your lease. When you initially reported the odor, we promptly dispatched ********************** on July 30, 2024. They completed a thorough carpet cleaning, including pet treatment and deodorizing. According to the vendor, this treatment is all that can be done to resolve this smell issue.
  Regarding the heating issue, we recognize how essential it is to maintain a warm and safe environment as temperatures drop. To initiate a maintenance request, please log into your tenant portal where you manage rent payments. If youre experiencing access issues, our team will assist you to reestablish login credentials. Alternatively, you may contact our maintenance hotline directly at ************ to have a technician dispatched as soon as possible to assess and resolve the heating concern. These instructions are defined on page 9 of your lease agreement under section 18 repairs. Please review that section when able and review the site unseen disclosure within your lease agreement when able as well as those should help to resolve any potential confusion moving forward.

• Initial Complaint

  Date:11/02/2024

  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.

  Complaint Against **** River Group I am submitting this complaint to address multiple unresolved issues with **** River Group.1. Erroneous Fees: In September, I was charged incorrect fees related to pet rent dating back to ****** **** and June. These charges led to continuous late fees. I was repeatedly assured that these late fees would be credited, but the credits were delayed until the end of each month. Each time, because of the previous pet rent charge, the late fees were re-applied, creating an ongoing cycle of charges that I could not clear.2. Eviction Charge Without Eviction: I was billed $2,330, for past pet rent and the late fees that incurred, as well as fees for an eviction process that never occurred. The eviction fees were outlined on a stipulation agreement and crossed out on the stipulation agreement, so I was under the impression that I did not need to pay them. HomeRiver added them to my charges anyway. I requested the removal of these charges so my payments could go toward October rent. Unfortunately, my employment was then disrupted by Hurricane ******, and I was laid off. Compounding this, the impact of Hurricane ****** has made it difficult to secure new employment. I have managed to gather the funds to cover my October rent, yet when I attempted to log into the payment system, I found myself locked out.3. Failure to *************************** Access and Supplies: Despite my lease, I was never given a post office box number, which led to my not receiving air filters that I have since been charged for. I was also not provided with a fob for the pool area, preventing me from fully accessing the community amenities included in my rental agreement.These issues have caused significant hardship and inconvenience. I request that **** River Group promptly corrects these charges, allows access to the payment portal, and provides the amenities and services they are obligated to deliver

  Business Response

  Date: 11/12/2024

  We appreciate the opportunity to respond to the complaint filed by Ms. ***** ******* regarding her rental experience with HomeRiver Group. We take tenant concerns seriously and strive for transparency in our billing practices.
  
  1. Erroneous Fees:
  Ms. ******* has expressed concerns about charges related to pet rent and late fees. We would like to clarify that the pet rent of $50 per month has been accurately charged as per her lease agreement. The late fees incurred were due to delayed payments on multiple occasions, which resulted in a running balance on her account. We have attached the ledger for reference, demonstrating the charges and payments made.
  
  2. Eviction Charge Without Eviction:
  Regarding the eviction charge of $2,330, it is important to note that Ms. ******* was under a stipulation agreement due to her non-payment of rent. While she was offered a payment plan, she did not adhere to the terms, leading to the charges being applied as outlined in the agreement. The crossed-out items on the stipulation were already reflected in her ledger, and we believe all charges are valid and consistent with the lease terms.
  
  3. Failure to *************************** Access and Supplies:
  We understand Ms. ******* frustration regarding access to community amenities. We directed her to obtain a post office box for mail delivery and informed her of the process to register for the amenities pass. We encourage tenants to follow these instructions to ensure they receive all the services included in their rental agreements.
  
  Desired Settlement:
  While we recognize Ms. ******** request for a billing adjustment, we maintain that all charges on her account are accurate according to her lease agreement and payment history. We have made every effort to communicate these details to her and resolve her concerns.
  
  In conclusion, we are committed to providing quality service to our tenants and ensuring that our billing practices are clear and fair. We appreciate your attention to this matter and are happy to provide any further documentation if needed.

• Initial Complaint

  Date:11/01/2024

  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.

  My roommate and I signed a lease agreement for 2 years with the prior management company ********, in which we were required to pay the one time nonrefundable pet deposit of $500 effective 10/09/2021. Home River Group took over in March of 2023. We renewed our lease with *** effective 10/09/2023 with all fees associated paid and there was not a nonrefundable pet deposit on the renewal nor the ledger. We never missed a payment and always paid in full. When we renewed this year, effective 10/09/2024, HRG improperly attached the pet deposit fee of $500. I tried to resolve this issue beginning on 09/30/2024 and no information other than the ledger says that you owe $500. We paid all legitimate fees on time apart from the $500. We were notified that the property was being transfered to Darwin Homes effective 10/16/2024, HRG ceased communication, and transfered the fee over to Darwin in the ledger.I was told that the issue was sent to accounting (HRG) and someone would get back to me. I have been trying to contact everyone in an attempt to resolve this matter for over a month and it's radio silence.

  Business Response

  Date: 11/04/2024

  Thank you for reaching out regarding your concerns with the $500 pet deposit charge on your ledger.
  After reviewing your account, it appears this charge was added in error. We understand that you previously paid the nonrefundable pet deposit, and this fee was not included in your renewal with HomeRiver Group in October 2023. We apologize for any confusion this may have caused during the transition process.
  We will remove the $500 pet deposit fee from your ledger and will provide an updated copy of your ledger to Darwin Homes to ensure accurate records. We appreciate your patience while we work to resolve this matter and apologize for the delay in communication.
  Thank you again for bringing this to our attention, and please do not hesitate to reach out if you have further questions or concerns.

  Customer Answer

  Date: 11/05/2024

   
  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:10/31/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  HomeRiver all of a sudden earlier in the year advised that they were going to charge me $234.70 for water, and trash. Advised via pulling the money out of my account without any details as to why. I have been a tenant for ******************************************************************************************** the last two years. They corrected this and took it off the account. I then received a bill in the mail threatening to turn off my water due to the unpaid bill which is not in my name and I never received copies of. I sent this in on 9/17 and never received a response. I then had $237.21 taken out of my account without any authorization (I have a balance on my account due to the company last year not setting me up on the residential program that we had agreed to and I paid for, for a full year). After again following up with them they said this is for sewer and that I am now responsible for it, but its the wrong amount, they charged me for both water and sewage and only sewage is my responsibility. They then said I was only responsible for $126.70. I finally received a copy of the bill, but they said that I cannot get it changed to my name since it is a combined ******** I would like an explanation on how my lease wording has never changed, but all of a sudden I have new charges and responsibilities and why they continue to incorrectly charge me for this without providing any changes in wording for my lease or even proof of the charges. 2, I would like to make sure that I am provided an upfront copy of any bills prior to any funds being taken out of my account and that it has to be authorized to take the money from my balance on the account. 3, We advised that we cannot utilize our sinks, dishwasher or laundry as we have a plumbing issue three days ago, and three days later (right after brought this up to them again) we have not heard back. Seems like a little bit of retaliation.

  Business Response

  Date: 11/12/2024

  1. Ms. ******* signed a new lease effective 5/1/2024 which provided that she would be responsible for the sewer expenses related to the property.   Our team initiated billing as of July 2024 and we did confirm the amount billed needed to be adjusted as it had the wrong amount initially, however the adjustment has since been processed.   
  2. Copies of all bills are always provided upon request.
  3. A licensed & insured plumber was dispatched to the property and has since cleared the "grease blockage" from the line based on the vendor's earliest availability.  All plumbing is working properly.

  Thank you, please reach out with any questions. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22497310
  
  I am rejecting this response because: They have charged the wrong amount twice and never provided the invoices up front. I shouldn't have to ask for them. There is no change from the 2022 lease to the 2023 lease but yet now I am being charged for something in 2023. All I am asking for is a guarantee that all changed be verbally advised up front as this is the job of a property management company, not to sneak changes in where they want and then surprise the client and then charge an amount twice that was not correct and now to say "if requested". No both myself and the landlord are your clients HomeRiver. and we both deserve up front honest services. Provide the invoice up front prior to adding any charges to my account. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/29/2024

  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.

  Home River Group tentants Nationally requires each renter to agree to Resident's Benefit package regardless of whether you want to use the services or not. It's a monthly charge of $50. You can read many reviews in large cities of renter's or tenants not wanting the services but basically being required to give Home River group an extra $50/month. One of the services they claim to provide is setting up your utilities and services for you. This was done for me, but then I was contacted by home river group that my services were already set up and will be in the Landlord's name. So I called to cancel the additional accounts set up. However, I just received another bill from a group called conservice utility experts requiring a service fee (*****) and account set up fee ($40) to set up utilities. I think it is ridiculous that this company has no accountability and is making $50/month off of every tenant they have to provide services without an option to the tenant to opt out of first of all, second getting paid double for services they claim to provide with their residence tenant package fee. I'm sure this is having to others besides us. Not to mention there's no one local to speak to, based out of ******* with phone lines that sound like someone's listening and very scratchy and difficulty to understand when asked questions for clarity. Additionally, their business declined our request to pay a prorated rate in august when we moved in for 6 days. So we paid in full and then prorated sept. 1st which made no sense, but we did it to comply. After the transaction has occurred and despite calling them they want us to sign a lease ammendment to a transaction that has already occurred. I've asked to speak to management and emailed their leasing department and have heard from no one. This company is sketchy and should be investigated and held accountable for charges and fees a tenant can't opt out of and required to pay and in our case being paid double for the same service.

  Business Response

  Date: 10/30/2024

  Thank you for bringing your concerns to our attention. We understand that your experience with our Resident's Benefit Package and utility setup has not met your expectations, and we sincerely apologize for any frustration this has caused. Our Resident's Benefit Package is designed to provide valuable services to all tenants, and while it is mandatory, and outlined in the lease agreement and in the rental listing ad, we appreciate your feedback on this policy. We are continually reviewing our offerings to ensure they align with our tenants' needs.
  Regarding the utility setup, it seems there may have been a miscommunication. Our intention is to facilitate a smooth transition for our tenants, and we are sorry for any confusion caused by the overlap in account setups.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:10/29/2024

  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.

  My lease started on 9/25 even tho I said I couldnt move till 4/5th of October. So I was charged a prorated amount plus the first months rent. Which is fine but I paid $2400 first month rent and the prorated, and it got kicked back so they charged me an additional $300 late fee. Then on top of it when the first month rent for November 2024 came out it was $2914. The rent is only supposed to be $1535 plus the utility and stuff factored in. It should be around $1700. Where did the $1100 Come from?? . Additionally. I was supposed to have credits on my account because the $450 per fee they charged me was supposed to be credited to my account because I have an *** animal and to take off the monthly pet rent. And another credit of $120 because they gave me the wrong lock code on my door. So I couldnt get in and I had to call an afterhours lock ***** , after I drove 9+ hours to get here. They are impossible to get ahold of in *****. They never answer the phone they hardly answer the emails, it take them all day to do anything. Usually I get emails at the very end of the day and then I have to wait another 24 hours for them to respond. I have to call corporate to even a response. Do not move to the Homeriver group. I wish someone had told me about their poor management and business. Which is a shame because there place o live in is really nice.

  Business Response

  Date: 11/11/2024

  Thank you for reaching out and sharing your concerns. We take your feedback seriously and are committed to addressing the issues youve raised. Id like to walk through the key points to provide clarity and ensure we resolve any misunderstandings.
  According to your lease agreement, the lease officially began on September 26, 2024. Our records show that a payment of $2,406.91 was made on September 29, 2024, from your account (**** ******* ******* ********-Checkings). Since this payment was received after the lease start date, a late fee was automatically applied by our system. However, your property manager recognized the situation and waived the $177.90 late fee on September 30, 2024, so no additional fees remain related to that payment.
  Regarding the *** status, we understand that it was confirmed after the lease was finalized. As a result, the $450 non-refundable pet fee and the $7 prorated pet rent were both refunded on October 1, 2024, and these adjustments should now be reflected in your account.
  We also understand the frustration you experienced with the lockout situation, especially after a long drive. Unfortunately, we cannot approve a credit for the locksmith fee without the property owners approval. We recommend following up with your property manager via email to ensure they are coordinating with the owner on this matter. If its already in process, they will provide you with an update as soon as possible.
  We are sorry to hear about your difficulties in reaching our team. Our property managers spend a significant amount of time out in the field, and we want to make communication smoother for you. For the quickest responses, we recommend sending an email to your property manager or using the chat feature in your tenant portal, which ensures that your message is seen by the entire management team in case your assigned property manager is unavailable. For all questions or concerns, you can also contact our resident coordinators at ************, who are available by phone to assist you when your property manager is not immediately reachable.
  We value your feedback and are committed to improving your experience with us. Please dont hesitate to reach out through the tenant portal or by phone if you have any further concerns or need additional support. We are here to help and want to make your time with us as positive as possible.

• Initial Complaint

  Date:10/29/2024

  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.

  my lease ID is ********** was a tenant at ************************************************************************I dont agree with your move out calculation.1.For repainting touched up areas and repairing kitchen ceiling, I shouldnt be charged for normal wear. The reasons for water stains on the kitchen ceiling is that caulk and seal in the master bathroom became old and loose and needs replacement.Tile in corners in the shower should be resealed. Additionally in July I asked a handyman to come in and take a look, he checked the ceiling was already repaired previously because the drywall on the kitchen ceiling was in different shape with others. And it was me who already paid the handyman 1500$. I attached the witness hangmans receipt and note as an evidence. If we end in going to a court, I believe I have enough evidence and pictures.2.Please explain why I was charged 200 for cleaning, I deep cleaned the carpet and the refrigitor and almost everthing in the house. I dont agree the 200 cleaning fee.

  Business Response

  Date: 11/11/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by ***************** regarding her move-out charges at *******************************************
  
  After reviewing the details of the complaint, we would like to clarify the following:
  
  Cleaning Charges: Our records indicate that the property required additional cleaning upon move-out, which justifies the $200 cleaning fee. We have move-out photos showing areas that needed attention.
  
  Repainting Costs: The touch-up paint used by Ms. ***** did not match the original wall color, necessitating repainting to restore the property to its original condition.
  
  Ceiling Repair: *************** mentioned paying $1500 for handyman services related to ceiling repairs, the quality of the work was not satisfactory, leading the owner to undertake further repairs after her departure. Photos on file as well. 
  
  Disputed Charges: We understand Ms. ****** concerns regarding the charges and her assertion of normal wear and tear. However, the condition of the property at move-out required these adjustments.
  
  Please note that HomeRiver Group no longer manages this account, and we do not hold any funds related to this matter. Therefore, we cannot make any adjustments to the charges. If Ms. ***** wishes to continue disputing the charges, she will need to contact the property owner directly.

• Initial Complaint

  Date:10/25/2024

  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.

  Home River group post a home listing on Affordable Housing website. No were on their listing did they inform applicants they require a 550 credit score to approve for any of there listings. You can apply for there property from the Affordable Housing website. However after contacting them they informed me applicates cannot apply on the affordable housing which was weird. I was sent a link via email to apply. $65 was spent and less than 20min later my application was denied due to me not having a credit score of 550 or higher. When I call I am being forward to *****. They also give an address for ***** Oklahoma. I went there and the leasing agency down stars says allot of people come looking for this company but they have never seen anyone upstairs. They gave me a number and that too lead to *****. All numbers lead to *****. I asked for a supervisor, and they told me since I dont have an approved application I cannot speak to a supervisor. I asked for my money back because they false advertised there information on the site were they are posting fraudulent listings. I have already reported them to Affordable Housing because they were not suppose to send me a separate link they said. They informed me everything was to have been done threw the site they advertise on to prevent fraud. I have posted a copy of their listing, and how apply should have went, and how they never advertised a 550 credit score for approval. I also posted the email they sent me which didn't mention that also.

  Business Response

  Date: 11/07/2024

  Thank you for reaching out to share your experience. Were committed to ensuring our application process is clear and fair for all applicants. The property was posted on the Affordable Housing website as part of your effort to increase accessibility, but that due to system limitations, the final application and vetting are done through a separate link. This is the standard process and allows applicant information to be handled securely. 
  Our customer service team allows us the opportunity to respond to inquiries efficiently. Our team is fully trained to handle application related questions. If there was confusion caused by the external link HomeRiver Group would be happy to refund the application fee as a gesture of goodwill. HomeRiver Group is looking into this matter to further refine communication on listings. 

• Initial Complaint

  Date:10/25/2024

  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.

  My sisters and I have been living at a property in ******* owned by Home River Group (HRG) for two years. On 10/16/24, we received an email stating there was an outstanding balance on our account due to *** violations, which we needed to address, totaling and amount of $3,575.00 . We were not given any prior warnings or citations by the *** or HRG. Since receiving the notice, we have been trying to reach out to both the *** and HRG to request documentation and proof of the violations, but we have not been successful. We have only been able to contact the call center, where we were told we would receive a call from the point of contact (POC) regarding this matter. As of today, 10/24/24, and after several emails to different individuals at HRG and ***, no one has contacted us. The lack of communication from the two companies is frustrating and overwhelming. It is difficult to believe that a company of this size has such unsatisfactory customer service.We are concerned about the substantial amount of fees and the lack of documentation to support them. Prior to the emails received on 10/16, we were not informed about any citations, and we believe it is unfair to be asked to pay such a large amount without proper **************** promptly resolve this matter, we kindly request that someone from Home River Group contact us at ************** to discuss the balance. Additionally, we ask for documentation of the violations to be provided via email. As of today, 10/24/24, we have not received any citations. It is crucial for us to review this information to address any potential violation before the end of the month.Furthermore, if it is determined that a violation has occurred, we request that any additional fees, including late fees, be waived, as we were not informed of the violations prior to 10/16 and were not given an opportunity to rectify the situation.

  Business Response

  Date: 10/31/2024

  Thank you for your partnership as we worked to find a resolution for *** fees on your account. I appreciate you and the additional leaseholders agreeing to pay the $2,000 in parking fines and accepting the payment plan. A copy of the *** Fine Payment Plan is attached for reference.
  
  
  As agreed upon, I have removed the violation charges from your account so you can pay November rent. The first payment of $333.33 towards the violation will be posted to your account on 11/15. The remaining monthly payments will continue to be posted to your account on the 15th of the month until the last payment is made on 4/15/25.
  
  
  Again, I appreciate your communication as we worked on a compromise. Please reach out to HomeRiver Group if you have any additional questions.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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.

  I contacted and put in a maintenance order on September 3rd due to my bathroom flooding and two bedroom closet carpet being wet around the boarder of the floor. The Vendor that company goes through was approved on September 27th to come out to the house and check to see where the leak was at. The vendor came to check leak and found that we had a busted pipe that needed to be repaired on October 2nd. The vendor has sent the estimate to the owner for approval to finished the maintenance order. Vendor message on October 7th to see if repairs has been approved by owner and I messaged maintenance manager on October 15th to see if the owner has approved. We have not heard anything back yet.

  Business Response

  Date: 10/28/2024

  We are truly sorry for the delay in resolving the issues with the leak and the damp carpet in your home. We completely understand how disruptive this must be, and we appreciate your patience while we work with the landlord to get everything taken care of.
  We've confirmed that the vendor is scheduled to come back on Wednesday to complete the necessary repairs. In the meantime, our team will be personally following up with both the vendor and the property owner to make sure everything moves forward smoothly from here. Please dont hesitate to reach out if you have any other concerns; we're committed to getting this resolved as soon as possible.
  Thank you again for your patience and understanding.

  Customer Answer

  Date: 10/30/2024

   
  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,
  
  ****** ***