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

  6620 Southpoint Dr S #210 Jacksonville, FL 32216

• 

  HomeRiver Charlotte

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

• 

  HomeRiver Group

  2605 Nonconnah Blvd STE 150 Memphis, TN 38132-2128

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:10/02/2024

  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.

  This Company Homeriver group I Been trying dispute a maintenance charge off my account of ****** for garage keys that i dont have for about September 2024 - 3 weeks now Im getting the run around for weeks I sent in proof from the maintenance department and also a charge for rental insurance that I have provided since July 18 2024 I sent in proof multiple time they keep charging my account for ***** so that ***** so far I was told at first the address was wrong to the company they wanted there Bosie ID and cause I had Dallas Tx address then I change it to Boise ID and then they tell me its wrong again I need to change it back to ****** Tx address why did they wait 3 months to realize this was a problem someone is not doing there job and its still in my account I barely moving in here July 22 , 2024 I been stressed out for the past 3 weeks about this situation i pay my bills on time I think this company should be looked in for fraud for unnecessary charges I been trying to talk with a supervisor and a coordinator but all I get is the run around like who is not Doing their job to see these people are charging extra fees. Im not asking for much as a renter but will not allow nobody to take me for granted as a costumer. I uploaded documents that my insurance policy was approved but its still in my account and the maintenance manger mazio sent me a msg about the dispute.

  Business Response

  Date: 10/16/2024

  Thank you for bringing your concerns to our attention. We take customer feedback seriously, and we are committed to resolving any issues promptly.
  We apologize for the confusion and frustration you have experienced regarding the maintenance charge for garage keys and the ongoing rental insurance fees. Your experience does not reflect the standard of service we strive to provide.
  Upon reviewing your account, we understand that there have been miscommunications regarding your address and the documentation submitted. We appreciate you providing proof of your rental insurance, and we will ensure it is properly recorded to prevent any further charges.
  To address your concerns:
  The $138.00 charge for the garage keys was adjusted on your ledger on 10/3/2024.
  We will notify the new Property Management company that you have submitted proof of renters insurance and that the $30 ***************** fee on your ledger needs to be refunded. 
  We understand the importance of timely communication, and we are working to improve our processes to ensure that issues like this are addressed more efficiently in the future.

• Initial Complaint

  Date:10/02/2024

  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.

  Home River Group is denying my Deposit return and trying to charge $******** for patch holes,paint walls cleaning and haul out items. Which is not true I took pictures when moving in and out. Im a single mom with 3 children I will not be paying for remodeling or upgrading the apartment. The mirror was like that when I moved in I have pictures. There are no holes in that apartment. In the walls were worn in had stuff on them when I moved in. In the place was empty nothing to haul out. The only thing I should be charged for is cleaning which is ****** Im not paying ******** I was a good tenant. In Im owe my deposit of ******** minus the cleaning fee would be ******** owe back to me. I have the original dates when I took all the pictures. Also the property manager **** ******* shes horrible no communication whatsoever. Do not report this to the credit bureau its not correct and unethical.

  Business Response

  Date: 10/17/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and appreciate the opportunity to address your complaint regarding the security deposit deductions for your recent tenancy.
  
  After a thorough review of your case, including a careful examination of our move-in and move-out documentation, we have reached the following conclusions:
  
  Regarding the cabinet charge:
  We have reassessed the charge for the cabinet based on our move-in photos and have decided to remove this item from your list of deductions. We apologize for any inconvenience this may have caused and appreciate you bringing this to our attention.
  
  Concerning the other charges:
  After a comprehensive review of our records, including move-in documentation and current repair invoices, we stand by the remaining charges. These deductions accurately reflect the condition of the property at the end of your tenancy compared to its state at move-in, excluding normal wear and tear.
  
  We understand that you have pictures from both move-in and move-out. If you believe these images demonstrate a discrepancy in our assessment, we welcome the opportunity to review them. Please feel free to submit these for our consideration.
  
  We strive to maintain open and transparent communication with all our tenants. If you experienced difficulties in reaching your property manager, we sincerely apologize. We are continuously working to improve our communication processes to ensure all tenant concerns are addressed promptly.
  
  We value your feedback and the opportunity to resolve this matter. If you have any additional questions or would like to discuss this further, please don't hesitate to contact our office.
  
  Thank you for your understanding and cooperation in this matter.

• Initial Complaint

  Date:10/01/2024

  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.

  Home River Groups (HRG) and Property Manager *********** ****** are attempting to collect a fee for renter's insurance while I have an active policy on file with them covering the minimum renters insurance required by ***. I have brought this to the Property Manager's attention prior to the due date of my rent payment and provided documents verifying that my rental insurance policy is on file with HRG and active with the insurance company.*********** ****** is refusing to remove the fee from my rent payment for October 2024 and is not offering a credit or any resolution for this attempt to charge me for a policy I already paid for through ******************************. *********** is insisting that I pay the fee and provide documents that have already been provided and are listed on my tenant file that I can see. His refusal to resolve this issue could result in over payment or late payment of my rent due. At this time, he is no longer responding.

  Business Response

  Date: 10/10/2024

  This resident. **** has been informed of the mandatory insurance policy and how to submit it for approval. She has since submitted her policy and we are awaiting compliance status. 

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22360618
  
  I am rejecting this response because I have already proved that my active instance policy is in file and this is a redundancy error on HRGs part. I have already repeated these steps and have not received confirmation still after days. Someone was still however able to credit my account after telling me they were unable to do so. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/30/2024

  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.

  Homeriver group is engaging in unethical business practices and defrauding its rental tenants of security deposits and breaking security deposit laws. It is impossible to contact them. They are charging illegitimate fees and charges and unlawfully retaining deposits, not providing itemized receipts for deposits held and should be considered grand larcenists.

  Business Response

  Date: 10/08/2024

  Thank you for sharing your concerns. At HomeRiver Group, we take all claims seriously and strive to maintain transparency and professionalism in all our interactions. We respectfully disagree with the assertion that we engage in unethical business practices.
  We follow all state regulations and guidelines regarding security deposit dispositions, which include providing itemized receipts for any deductions made. Our processes are designed to ensure compliance with local laws, and our software systems have built-in safeguards that track these transactions to maintain accuracy and transparency. Additionally, our property managers and staff are held to high standards through ongoing professional training and certifications, ensuring that our practices are fully in line with state requirements and industry best practices.
  We understand that disputes over security deposit returns can be frustrating, particularly when the full amount is not refunded. This is why we ensure that all tenants are made aware of the terms and conditions regarding security deposits, potential fees, and applicable charges in the lease agreement. Both parties sign the lease with a full understanding of these terms at the beginning of the tenancy to maintain clarity and fairness throughout the rental process.
  We are always open to discussing any specific concerns in further detail and encourage you to contact our office so that we can address any outstanding issues directly. We appreciate your feedback and look forward to resolving any misunderstandings.

• Initial Complaint

  Date:09/30/2024

  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.

  I am truly disappointed in how this company treats its residents. One month when attempting to make a payment the portal Home River Group uses for rent was not working properly. I made a payment once I submitted it the site froze I closed the site and logged back in upon checking my account I noticed there was still a balance which led me to believe that the payment did not go through I attempted to submit another payment. The next day I noticed an email with a confirmation for 2 transactions. I immediately reached out to *** on the portal asking for the double payments to be stopped so my account did not bounce I was told that my request would be sent to the accounting team. My account was still hit with a $30 NSF fee because my account did not have the funds to cover both payments when only one payment should have been charged I recently had a baby in May and my husband was laid off we have been struggling like everyone in ******* and ran late on our September rent. The rent is due on the first and considered late on the 4th which we were charged a late rent fee by the 5th a 3-day notice to leave was placed on our door by September 17th home river group filed for eviction and charged us $817.50 for legal fees by September 24th the sheriff placed court documents on our door. When I went to the portal to pay the rent our online account is disabled after making numerous attempts with customer service we were told we needed to speak to an eviction specialist who I have left messages with and they have not called back. We were sent a voucher to pay the rent in the store and told to go to ******* however ******* does not receive rent payments over $2500 we found other locations that took rent money vouchers but when those employees tried to process a payment they told me that my account was not allowed to receive payments I am unsure as to how we are suppose to pay our rent for September if we do not have access to the online portal and the rent vouchers does not work.

  Business Response

  Date: 10/10/2024

  Thank you for reaching out to us regarding your recent experience with our payment system and the challenges you have faced. I want to express my sincere apologies for the difficulties you have encountered, especially during this challenging time in your life.
  
  I am pleased to see that a payment has been made, and I want to thank you for your promptness in addressing this matter. In light of the circumstances you've described, I will remove the remaining late fee balance as a one-time courtesy.
  We value you as a resident and are here to support you.  

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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 just recently signed a lease for a house that is rented through HomeRiver Group. They offer you a Residence Benefits Package that included citizen home solutions to call and help you set up your utilities. We had taken the opportunity and had **** with that company set up our utilities for us. Well after about a month of living in our house we got notified that we had a bill of $77 and some change for a utility charge. Which caught us off guard because we had just paid a bill through the city of Okc for utilities. Well come to find out that when **** set up our utilities he submitted the wrong address for our account. We paid 7 days worth of someone elses utilities as well as the service fee. We then had to call and set up our own new account with the correct address. I have been trying to get the utility change on our ledger taken care of for almost 3 weeks now. I keep getting the run around or told to contact the property manager. Well ******** our property manager has never answered one single phone call from me and will hardly even text back. I was told the charge was getting removed but then the next day the charge went up to $88 and some change. Then yesterday 09/26 they added additional $85.14 to our ledger with no notice or explanation. So now our ledger is stating we owe $1268.85. Our monthly bill is only supposed to be $1094.95. No one will actually call us back or even help us get this sorted out. I will never recommend these rentals through HomeRiver group to anyone. I will also make sure it is known to anyone about this very poorly handled situation.

  Business Response

  Date: 10/02/2024

  We have resolved the complaint from the resident regarding the charge. Our property manager, was able to contact the resident today and address their concerns.

• Initial Complaint

  Date:09/27/2024

  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.

  ** Updated to state that we have roaches, which is a health and safety issue in *****, and they refuse to take care of it. They only value landlords and not tenant health and safety. Most of the reviews are fake or from slumlords. Stay away at all costs!!!!We moved from ********* to a Home River Group property in ******* at the beginning of July and have had absolutely nothing but problems. When we arrived our house had squatters, we had a window broken with a brick, every single window has been broken at one point (glass literally everywhere all over our backyard, front yard, and side yard. Our fence was broken. Our garage door was broken and had human urine in it. We had cockroaches, we have fire ants our water heater wasnt working, our dishwasher wasnt working, our stove wasnt working, our counter top has burn marks, our flooring is coming up, they told us we would have all new appliances and apparently that didnt include a washer and dryer, they proceeded to ignore us when I made a comment about the washer and dryer the first time. It took them 3 months to fix our broken window during a Texas summer and during a hurricane. Weve had nonstop water and bugs coming in through the window and its increased our electricity bill since weve had to use more power to keep the house cool with an entire window open. Now theyve added an insane amount of late fees. Theres zero communication and youll never be able to speak to a local person. The amount of stress and tears and fear this place has caused me. Worst experience ever. Would give zero stars if I could.

  Business Response

  Date: 10/10/2024

  We appreciate the opportunity to clarify the concerns raised in this review. We take tenant feedback seriously and strive to provide quality service.
  Pest Control: As outlined in the lease agreement, pest control is the tenant's responsibility. We encourage tenants to address pest-related issues directly and apologize about the inconvenience that pests may cause. 
  Broken Windows: The broken window issue was reported, and we promptly dispatched a vendor for inspection. Following our process, we obtained a bid, secured owner approval, and scheduled a return trip to complete the repair in a timely manner.
  Garage Door and Locks: The issues with the garage door and front door lock were reported and resolved quickly. These repairs were completed in accordance with our standard procedures, ensuring efficiency.
  Water Heater: The water heater issue was reported and addressed promptly. Repairs were completed in a timely manner, following our standard process of vendor dispatch, bidding, owner approval, and scheduling.
  Dishwasher Replacement: The request for the dishwasher replacement was initiated and successfully completed, despite some scheduling challenges. This was addressed according to our repair process.
  Urine in ******: An inspection regarding the condition of the garage was conducted, and we are committed to addressing any necessary clean-up as appropriate. We have reached out to schedule a cleaning a couple times without response. 
  Washer and Dryer: The property was not furnished with a washer and dryer, as outlined in the lease agreement. We aim to provide clarity on lease terms at the time of rental.
  
  Overall, we have addressed all reported issues within our established time frames and procedures, including dispatching vendors, obtaining bids, securing owner approvals, and scheduling repairs. We value your feedback and will continue to work towards improved tenant experiences.
  
  

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22343000
  
  I am rejecting this response because:

  Home River Group stated they fixed the broken window in a timely matter, however it took them until September 15th to repair the broken window. That is nearly 3 months after it was reported. I would not agree 3 months is a timely response. We also never received a message to schedule a cleaning for the urine in the garage. Not once, and not multiple times. I have attached screenshots of the maintenance requests through Meld. 

  Sincerely,
  
  ********* ******

  Business Response

  Date: 10/29/2024

  The initial report was made on July 2nd, alongside several other items, but the police report from the tenant wasnt provided until August 26th. The window replacement, which occurred on September 5th, not 3 months later, falls within the standard replacement timeframe of 4-6 weeks due to ordering and manufacturing processes

• Initial Complaint

  Date:09/26/2024

  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.

  I rented a place at ******************* for a year. I gave my notice to move in June and the company Home Rive Group . I moved out August 1st on time . I cleaned up the house . I had the carpets cleaned professionally since I had a dog, but yet I have not received my deposit back . After a month I called the person who was managing the property ***** ******* she said she would let me know what's going on . Another month is over now its about to be October and she told me that the owner has dropped the Home River Group and that is not my problem. She has not responded yet to my emails from 2 weeks ago as to why I have not received any money back. I TRIED TO LOG BACK IN TO THE TENANT PORTAL BUT SINCE I MOVED I CANT GET BACK IN TO RETRIEVE ANYTHING. I PAID MY RENT FAITHFULLY AND NOT MISSED A MONTH.

  Business Response

  Date: 10/10/2024

  This has been resolved. The property manager accidentally released the deposit to the owner instead of processing it through our accounting department. *** has issued the deposit to the tenant. Check number *****.

• Initial Complaint

  Date:09/23/2024

  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.

  None working appliances and ongoing maintenance repairs that take days or weeks to get fixed or replaced. I have invoices to prove it.

  Business Response

  Date: 10/21/2024

  "HomeRiver Group has reviewed all the maintenance requests submitted by the tenant.  All reported maintenance requests have been addressed and paid for by the owner.
  
  Regarding the invoice referenced by the tenant for $837.00.  We have no records of such an invoice.  There was an issue reported relating to the stove.  The owner chose to replace the stove vs repairing it.  The stove was replaced by a vendor assigned by *** and paid for by the owner. 
  
  Additionally, the tenant knows that HomeRiver Group is no longer managing the property.  We ask that the tenant please contact the owner or new management with their concerns moving forward.  HRG will no longer be able to assist with the tenant's leasing or maintenance concerns."

• Initial Complaint

  Date:09/13/2024

  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.

  We moved into an apartment that we leased from the Homeriver group. Since moving in we have had continual issues getting our property manager to handle issues regarding the property. She is simply is non responsive to our requests, and when she does decide to respond it is because she is angry she is being contacted. When she does respond to us she is rude and confrontational. She has called my wife and been aggressive, and then made false allegations, stating that I was aggressive with neighbors and make them feel unsafe. The same neighbors that we have requested she speak to regarding noise violations. An instance that was ignored by our property manager. We had to get the police involved, and after doing so we reach out to our property manager, pleading for a response so we can know whats being done to remediate the situation. No response was given . When we reach out to home river group to escalate our concerns they get brushed under the rug and the property management group stops responding. ******* ****** (the property manager) has FALSLY accused me of being aggressive. No one in the company can tell me the time and date of the incident, yet I recieve an email from the property management stating that I have violated my lease due to aggressive behavior and have 10 days to fix it or the owner has the right to terminate my lease. All evidence is timestamped and documented. ******* ****** is clearly abusing her power to harass us as tenants, she has never reached out to do her job regarding any concerns I brought to her attention, but has ample time to pursue a violation for aggression with no concrete evidence. I would like to know my options.

  Business Response

  Date: 09/19/2024

  We do acknowledge that the tenants are experiencing frustration with their neighbors and we are working to ensure that all tenants in the building have a clear understanding of quiet hours and that all are afforded the right to peaceful enjoyment of the property. We have already communicated to the tenants that the lease violation they received was not a malicious attack from the Property Manager, as they claim, but that the owner of the property was informed by a 3rd party of an incident that occurred that left the 3rd party feeling unsafe and that the owner requested that the lease violation be sent out. I have noted this tenant's claim that the accusation of aggressive behavior is unfounded. We are working diligently to resolve all issues that have been brought to our attention and to improve communications with all tenants involved. 

  Customer Answer

  Date: 09/19/2024

   
  
  Complaint: 22281355
  
  
  
  I am rejecting this response because: first and foremost, there has not yet been any resolution to any of our issues, as far as we understand Homeriver is still investigating the situation. We have been in contact with the company in regard to the issues, but we want to be be clear: our issue is with Rebecca Duncan our property manager. She is unprofessional , she is unresponsive. And it is her lack of communication and response to our pleas for assistance that put all of the tenants in this situation to begin with. We have reached out multiple times with no response. In regards to the unfounded claims of aggression, we have requested information which we are still waiting for . We do still believe the violation was made with malicious intent, due to the phone call and text messages stating that she would be speaking to the owner hours before receiving the violation, also documented and attached. Since receiving notice that the owner of the property was reached out to directly by the, “third party”. We also requested the owners contact information , in attempts to establish a line of communication that Rebecca Duncan failed to give us. As we continue to communicate with Homeriver group, will continue to update the BBB as we hopefully reach a resolution.

  Thank you,
  
  
  
  Cortez Sahara

  Business Response

  Date: 09/27/2024

  We appreciate your feedback and take your concerns seriously. We will continue to monitor the situation closely and will  reach out directly with any updates.