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

  1 Chase Corporate Dr STE 400 Hoover, AL 35244-7001

• 

  HomeRiver Salt Lake City

  3195 S Main St Ste 100 South Salt Lake, UT 84115-3778

• 

  HomeRiver Group Los Angeles Property Management

  4000 Ocean Dr Oxnard, CA 93035

• 

  HomeRiver Twin Falls

  1699 Valencia St Twin Falls, ID 83301-5862

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: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. 

• 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 experienced a pipe bust on July 14, 2024, leading to our living room wood flooring to be saturated in water. We reported this to Home River Group, they came out and fixed the pipe on July 15th. While they were fixing the pipe we noticed black mold within the walls. We placed another maintenance request, asking for inspection of the mold, this inspection was completed through **** maintenance on July 29th. When the maintenance man inspected it, he said there was still moisture in the wall and surrounding areas, and that we should not use that shower where the leak originated. He said the damage was larger than what he could inspect from the location of the pipe the busted, and he would need an estimate to open up the walls further d/t water damage, and that the floors would need further inspections since they were saturated in water.Since this time on 7/29/24, Homeriver group has not followed up in this issue. We have called the Homeriver group time after time, sent messages through our tenant portal, and they never have come to inspect our home or resolve the issue. Since then, I have looked at the area where the black mold was visible, and it is growing.They are not only are making us live in black mold, but they are breaking our lease, since we are unable to use the master shower. We are paying rent for a three bedroom two bathroom house, but we are only able to use one of the showers.I also have been experiencing medical related issues to black mold exposure, such as headaches, dizziness, and rashes. I am needing this issues resolved and for Home River Group to get rid of the black mold in our home.

  Business Response

  Date: 09/19/2024

  Thank you for bringing your ongoing maintenance concerns to our attention. We sincerely apologize for the delay you've experienced in resolving this issue. Please know that we are committed to assisting you and would like to provide more information on the steps we have taken so far.
  After our vendor's visit to your home on 7/29/24, we received a quote for the necessary repairs, which required approval from the landlord. That request was submitted on 8/7/24, and on 8/13/24, we were informed that the landlord intended to handle the matter in-house. During this period, our team made regular efforts to keep you updated with the most current information available. On 8/19/24, you submitted a new work order seeking an update on the status of the repairs. Since then, we have continued to follow up with both you and the landlord to obtain clarity on the timeline for completing the work.
  We are pleased to inform you that, as of 9/16/24, the landlord has given approval to proceed with repairs. We acknowledge that this timeline is much longer than we would like and not in line with our standards for efficient operations. As of today, the vendor is working to contact you directly to schedule the repairs.
  We will continue to keep you informed at every stage as we work to address your maintenance concerns.
  Thank you for your patience, and we look forward to resolving this matter promptly.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22276908
  
  I am rejecting this response because:
  

  I do not want to accept this response, because the issue still has not been fixed. Your company also did not make regular efforts to keep us updated. The only times we ever received updates was when we messaged first. And then we either would not receive a response at all, or it was just that you were "waiting on the owners response". We also never closed any work orders out, Homeriver group would close them out. And in all of our messages and work orders, anytime we would type "black mold" your company would go in and change it so it says "black discoloration". It is not black discoloration. It is mold. 
  

  I do not want this case closed until it becomes completely resolved. 

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

• Initial Complaint

  Date:09/11/2024

  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.

  I moved in 3-1-24 and had all utilities put in my name. I have paid all bills and on 8-1-24 i received a bill from Homeriver for a utility bill i had already paid. I have sent all necessary correspondence showing i had paid my bill 13 days before Conservice paid it. A computer glitch from the city of choctaw accidently sent bills to every person that had had a previous account with them. I have repeatedly called and have texted HomeRiver to fix this issue and i would pay the amount that Conservice had sent to the City but its now 9-10-24 and my bill is now $516.43 because of this. I have repeatedly asked to speak to supervisors and have been denied. The standard response is "yes we see the issue and well get back in ***** hrs" Still waiting on anyone to call.I do owe Conservice $211.43 because they sent money to the City of Choctaw and i will gladly reimburse that, but i refuse to have late charges sent daily because to the s**** up.I have sent a bill showing my balance as $0 from my payment then a credit of $112.21 after Conservice sent a payment 13 days after i had paid so the City applied it to the next bill which was $99.22 which then gave me a credit of $12.99 I have also sent the payment ledger from the City of Choctaw verifying this which shows on 7-2-24 I had a zero ********** dilemna is that i cant just sent payment for the $211.43. My request is that they remove the late fees, set it up where i can pay back the money that should have never been sent and then i can go on with life.Thank you **** ******

  Business Response

  Date: 09/25/2024

  ****, we are sorry to hear about this issue and apologize for the inconvenience. We have waived your late fees as a courtesy. If you need any additional assistance, please let us know.why here...

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22268491
  
  I am rejecting this response because: They have not waived the late fees. My bill should have been $112.21 and as of 9-25-2024 it is $696.43. I have sent all of the bills i have received from the City of Choctaw and the payments that have been made. Please set my bill as it should be and i will pay the $112.21 ASAP
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/10/2024

  ****, we understand that you spoke to one of our managers last week and this matter has now been resolved. If you need any additional assistance, please let us know. 

• Initial Complaint

  Date:09/11/2024

  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 closed on my home in ********* **** ******* and I knew going in that I would need to submit forms to make changes to my home like adding a fence or solar panels etc. To do this one must creat a profile in their app. You have to submit a request thru their portal to have them send you credentials within 24 hours so that you make create the profile and access the forms required. I submitted my first request for access immediately after closing. I have submitted multiple times since and still have received no response as of today, 9/10/2024. I have called them over 48 times and left a message requesting a callback so that I may ask question and hopefully remedy this. 48 calls, 48 messages in two and a half months because I have little children and need to put up a fence but need approval for. We live on pond / conservation and there is a risk with the alligator that hangs out and the water in general and because a fence was the #1 priority when we bought here. I received one call back but missed it. They left a vm stating they wanted to help but were unable to because they missed me. I called back immediately and left another vm requesting they call me. That was over a month ago. They absolutely do not follow thru on their contract to act as the go to contact for our community and I wish I knew how to have them removed because they are absolutely in breach of contract that I pay their dues to have them under employ. 48 calls and I still have no fence, I still have no way to submit for approval of said fence and my solar panels I am trying to have installed are sitting in warehouse while I pay the electric company. I am not able to enjoy my home as my children are not able to be outside to run around as they should be able to. I cannot figure out how to get them to respond unless I opt to hire one of the companies they are in bed with that would install the fence and solar. I feel they have a conflict of interest because they refuse to allow me to submit a request.

  Business Response

  Date: 09/12/2024

  Dear Homeowner,
  
  
  We have reviewed your recent complaint and would like to clarify the situation based on our records.
  
  We have logged 4 calls in total over the past year from you, with records showing hang-ups and voicemails left on your end. Our system tracks all calls, and voicemails are stored without being deleted. Additionally, we have audio recordings of the calls for verification purposes. Regarding emails, our logs show correspondence specifically addressing your architectural modification inquiry. We initially received your request on July 26, 2024, and responded on the same day. A follow-up email was sent on August 5, 2024, requesting that you submit the required information by August 8, 2024, for your request to be considered in the Architectural Approval Meeting.
  
  The email on file for you is *********************, and no emails from you outside of this communication have been logged. We strive to respond to all calls and emails within 24 to 48 hours. Please note that our office number, ************, is available 24/7. While after-hours calls are not transferred, we do receive emails noting any homeowner concerns, ensuring no issues are overlooked.
  
  Architectural requests require specific documentation per the association's guidelines. To move forward with your solar panel modification, we will need the following information:
  A current photo of your home (street view)
  A photo of the panels you plan to install
  A vendor proposal/scope of work
  A lot survey with highlighted panel installation areas (this can be found in your closing documents)
  Once these items are provided, we will reopen your architectural request and submit it to the committee for review.
  
  Please let us know if you need further assistance or clarification. We are here to support you in this process. The community email is ******************************************************************

• Initial Complaint

  Date:09/06/2024

  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 was due for renewal on 6/30/24. Prior to the lease agreement being signed I was contacted by HomeRiver numerous times daily via telephone, text message, email, and their website portal to renew. The lease was signed on 6/28/24. On this agreement the security deposit was shown as $0. On 7/2/24 HomeRiver sent a lease modification that has the security deposit as $4000. This modification was never signed and I would have not signed the initial lease renewal if the security deposit showed this amount. This has been the most unprofessional and difficult company to deal with. I cant even submit a maintenance request without getting heavy pushback. I am asking for BBB to facilitate a resolution because I dont trust this company and believe that it will be impossible to speak with someone or get this issue resolved.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22247089
  
  I am rejecting this response because:

  This response is invalid as I have not moved out. The complaint is about a security deposit fee of $4000 that is being charged. The lease agreement that was signed on 6/28/24 shows $0 security deposit due. This response has nothing to do with me and again shows lack of attention, awareness of issues. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/10/2024

  Thank you for reaching out regarding your security deposit. We apologize for any confusion or frustration this has caused you. HomeRiver Group and ***** have terminated their partnership and our records indicate your policy was not renewed before the termination date.
  Please call me at your convenience to discuss the next steps and options for your security deposit. I can be reached at ************.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22247089
  
  I am rejecting this response because:
  The lease renewal that I signed after I was emailed, called, texted about daily shows the security deposit as $0. 
  Sincerely,
  
  ****** ********

  Business Response

  Date: 09/17/2024

  Thank you for sharing the documents. Per the renewal that was signed, a Surety Bond Addendum was included on the last page outlining the terms of the deposit. I have attached a copy for your review.
  I spoke with ****** today and explained the lease renewal and offered a reduced security deposit to be paid in monthly installments over 8 months. You were included in the email as well and I have attached a copy here. 
  I sincerely apologize for any confusion and greatly appreciate your tenancy with us. 

   

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22247089
  
  I am rejecting this response because:
  
  I recently filed a complaint against Home River Group last month pertaining to a security deposit that was not indicated on my lease renewal. That issue was resolved so I thought. Today I was just served with a 10 day notice to pay rent. The amount on the letter is to pay $4,104.00. My rent is $2129.95 and was last paid on October 1, 2024. I was also charged a late fee of $104 that I have asked to be taken off of my account as rent was paid on time. This company is taking time away from me as I type up this complaint and it is beyond frustrating to get served when the matter was resolved. Its as if you get one answer from one person, yet the rest of the department at this company has no idea what was previously discussed. I spoke to ******** ***** just yesterday and she again reiterated what was agreed on with no mention of being served. I would like this 10 day notice to be reversed, $104 late fee reversed and any adverse reports to my credit removed. I have never been so frustrated dealing with a company ever.

• Initial Complaint

  Date:09/06/2024

  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.

  ***** ***** should be fired. Shes about as worthless as a *****. *** fees have been on autopay for 4 years. Fees were raised and their system never adjusted causing my HOA fee to be short cents, yes cents. Without notice I was billed $25 a month in late fees, keep in mind my HOA payment is under $100 every single month. I found this out when I received a letter stating that I owed $175 in late fees (7 months they waited to notify me) from less than a few dollars that was owed. I immediately paid the money that was short and tried to get an answer on why my auto pay was not taking the correct amount as other homeowners in my neighborhood stated theirs automatically adjusted with the same system. I also felt that being charged hundreds of dollars in late fees for an error from their system was a little absurd. Especially when other homeowners arent having this problem. She blew it off like it wasnt her problem. Ive heard this same issue from other homeowners in different neighborhoods. She seems to like to discriminate against certain homeowners. To top it off, I tried to log in the other day to see if she removed the late fees but apparently my $175 was sent to an attorney for collections. I finally found the number and calked them. Now Im supposed to pay over $1200, which is more than I pay in a year to my HOA, for a few dollars they didnt take from my auto pay. ?? This is why you NEVER buy a home with an HOA, and definitely not one that has ***** Whites incompetent self attempting to run it. I guess this is what happens when businesses are hurting and they really need those couple dollars.

  Business Response

  Date: 09/11/2024

  Thank you for reaching out with your concern. We sincerely apologize for any confusion or frustration that this has caused. HomeRiver Group is no longer managing the **** however, we are working to connect you with the correct team for resolution. 
  
  
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22246825
  
  I am rejecting this response because: Thats a blatant lie. ***** ***** works for Home River group and is the one completely responsible. She should be fired and investigated for discriminating. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/19/2024

  We acknowledge the concerns raised by ******** ***** regarding the *** fees, late fees, and the dispute over the total amount owed. However, we would like to clarify the following points:
  Homeowner Responsibility: It is the homeowner's responsibility to set up and manage their payments, including updating their payment amounts when *** fees increase. In this case, the homeowner did not adjust the autopay settings in the portal to reflect the new *** fee amount.
  Payment Notifications: A payment reminder was sent via **** on March 13, 2024, and an intent to lien was mailed via **** and Certified Mail on June 7, 2024. Despite these notifications, the homeowner continued to underpay the *** fees, which resulted in late fees.
  Escalation Process: Due to continued non-payment of the correct fee amount, the account was escalated to management on July 23, 2024, and then to the *** Board on August 23, 2024. The *** Board approved the case to proceed to collections via an attorney, and it was forwarded to ****** Law Group on August 29, 2024.
  Collections and Dispute: As the account has now been sent to collections, ******** ***** must address this matter directly with the collections attorney. Unfortunately, a refund will not be provided.
  We hope this clarifies the situation and respectfully request that further inquiries be directed to the collections attorney handling this case.
  

• Initial Complaint

  Date:09/06/2024

  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.

  I was asked by HomeRiver Group to vacate early (6/24 instead of 10/24)nand was told there would not be a termination fee yet they are billing me for such. They are charging me $356 for early termination. I am including correspondence from HomeRiver Group that includes a email and a ledger to support my claim.

  Business Response

  Date: 09/10/2024

  Thank you for bringing this to our attention. We apologize for the misunderstanding. We will be crediting the $266.10 reletting fee. The other 2 charges present on your ledger are related to damages found at move out. These charges will remain. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22246003
  
  I am rejecting this response because:

  There was no door stop present at that specific location in the house during the initial walk through with *****, HomeRiver Group's inspection agent. I have never removed any door stops from the house. ***** complemented the condition of the house during the final walk through at the end of the rental term and still did not mention a missing doorstop. The replacement fee for the doorstop is exorbitant and way above retail value.  

  The filter was delivered to the home by HomeRiver Group's vendor, Second Nature 6/9/2024. The filter was left near the **** access to be replaced by a HomeRiver Group representative. I paid $34/month billed by HomeRiver Group for the concierge fee that included monthly filter replacement. 

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

• Initial Complaint

  Date:09/03/2024

  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.

  Property management was made aware that the air was not cooling properly on August 5th. They were provided photo evidence and vendor confirmation of the temperature difference which is unlivable pursuant to AZ laws - no work was done to rectify the issue and they have been dismissive, unresponsive and unhelpful in trying to get this resolved. Only when I informed them they were in breach of AZ laws to find a solution within 10 days did they send someone out, who found no solution and no follow up was made from property management. It has been 22 days since they were made aware and the room is still unlivable. Superiors of the individual we are dealing with were also made aware of the issue who also do not seem to care to resolve the issue.

  Business Response

  Date: 09/17/2024

  We were made aware of the HVAC concern on 08/05 as stated. Since then we have actively been arranging professional vendors to address the issue and correct what needs to be corrected. After a recent repair to the relay, we found that there is a 2-3 degree difference in this location of the house and the construction of the building is making it difficult to access the master bedroom side of the house. We have consulted another HVAC company, a general contractor and the HOA Community in hopes to figure out a resolve to this issue. 
  
  At this time we are waiting for the second professional opinion and should have it this evening.
  
  
  As of today, we have submitted information to the HOA for an approval on a new unit and the physical appearance of the unit. The unit must match the others in the community

  Customer Answer

  Date: 09/19/2024

   
  
  Complaint: 22205598
  
  
  
  I am rejecting this response because: it is simply not true. If it is 1-3 degrees we wouldn’t be having this conversation. The issue is still not resolved. 

  
  
  
  Sincerely,
  
  
  
  Carly Jeffrey

  Business Response

  Date: 09/30/2024

  We are just waiting on the HOA to approve the new unit we are installing to rectify the problem, with cooling. We are hoping to resolve this situation shortly. 

• Initial Complaint

  Date:09/03/2024

  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.

  We contacted HomeRiver Group and informed them that our air was not working. The thermostat was set on 71 and it was 90 in the house. After calling several times We were told a vendor was assigned and would come fix the issue. After several hours we contacted said vendor and he had no idea that anything was accepted by him. Long story short we went all weekend until mid day Monday before anyone came out. We even explained we had our 18 mo old grandson and ZERO compassion was given. Like I said we called several times and sent pictures of the thermostat.

  Business Response

  Date: 09/17/2024

  *******, 
  
  
  We sincerely apologize for the delays you experienced. We have reviewed this situation with our team and will work diligently to improve our service moving forward. For this particular issue, our team confirmed that repairs to your system have been completed. Thank you again for bringing this to our attention.
  
  Thank you,
  
  HomeRiver Group

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22221934
  
  I am rejecting this response because: Home River Group told us they compensate us by adjusting the rent (which was never done) for that month to help out with the inconvenience which it was more than an inconvenience it was putting 3 humans and 3 dogs health at risk. Instead,  they want to continue to be difficult to work with and not be understanding at all, which is why I made another complaint about them over the rent that we did pay on time, (ALWAYS have paid on time or even early!) unsure what the glitch was with the bank which I explained numerous times. Instead of being understanding they gave us $80 in fees. You expected us to be understanding when our house was over 90 with a child and 3 dogs. Your mere attempt at an apology doesnt cut the fact that as a business you have no compassion for humans what so ever and youve proven that many times. Shame on you HRG I truly hope none of you ever encounter this type of neglect from a company. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/26/2024

  We apologize for the misunderstanding. Our team confirmed that we did not discuss a reduction in the rent with you.
  Regarding the $80 in fees incurred at the beginning of the month, this is due to the payment you made on August 30, which was returned due to insufficient funds. As a result, a returned payment fee and late fees, as outlined in the lease agreement, have been applied.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22221934
  
  I am rejecting this response because: HRG you are being very unprofessional. We were told that why would I lie? Just like why would I lie about the bank glitch. There are 2 attached emails 1 showing the amount owed and then 1 showing that the amount which was more than what was to be paid was being credited. We have ALWAYS paid on time or even prior to the 1st. Do you have any compassion at all? Seriously there is no reason we should had been charged those fees and you know it. Shame you HRG. We will make sure anyone we know DOES not rent from your company. Learn to do right by your tenants. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 10/29/2024

  According to our field personnel , no rent reduction was ever discussed with the tenant and we have nothing in writing to that effect. The $80 additional fee was due to the rent check being returned for non-sufficient funds which is part of their tenant agreement. 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22221934
  
  I am rejecting this response because: There was discussion about that since twice we went without A/C within a 2 week period we went several days and had a baby in our home. You will continue to lie and not have any compassion. As far as the return fee I understand the $25 even though I explained there was an issue with the bank. The other $55 was charged while I was waiting to hear back about resubmitting the transaction. We have NEVER been late not once even pay before its due. Paid on 10/25 for 11/1 rent. Its fine your company has zero human compassion and honesty, I hope you never have the issues we have had! 
  
  Sincerely,
  
  ******* *****