Property Management
HomeRiver GroupHeadquarters
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Complaints
This profile includes complaints for HomeRiver Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 605 total complaints in the last 3 years.
- 179 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/05/2024
Type:Service or Repair IssuesStatus: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 being charge bogus fees, since last year. I've lived in the same address since 2019 the real state agency handling this property was not Home River Group. when I moved into this property it was given to me as is, and my rent was 1600 at the time, nothing else included I had to take care of the pest control and landscaping of the house, and a $2,000 dollar deposit and a $300 dollar non refundable for my pet dog. My problems started when Home River Group took over the management of this property ********************************************************* ******* ***** which is where i've been living since 2019, said agency took over 2 and a half years go, and as soon as this company took over I lost 400 dollars of my deposit with no explanation or good reason as to why i lost 400 of my deposit if i have nothing to do with such changes, then a representative from Home river group came to check the property and i informed her that the house was given to me as is and that i thought it had termites and that the property needed at least a pressure wash, so within the coming days some dirty guy which i could almost describe as homeless looking came to the house to pretend to spray the house. It was then that i realized i was dealing with unethical people. I have other issues but my main issue is that since last year they have made changes to the renewal contract adding this fees that to me is nothing but a blatant scam now i'm paying ***** for a resident benefit package which before was just 10 dollars for an air filter but now said filter is disguise as a benefit package, also a 25 dollar pet rent fee which add to 900 extra a year, and now they just add late fees to my rent even though for the past 5 years i've been paying my rent on the 4th or 5th of each month that was on my original contract when i moved in. I seriously disgusted doing business which such unethical entities i was going to pay my rent on 8/3/24 but when i logged in to pay there was already a 55 dollar late fee and today 75.Business Response
Date: 08/27/2024
Dear **********************,
I understand your concerns and would like to address each of them:
Deposit: I apologize for the confusion regarding the $400 deposit reduction. Please note that HomeRiver Group was not managing the property when you moved in, and therefore, we do not hold your deposit.
Property Condition: I'm sorry to hear that our pest control service did not meet your expectations. We take this seriously and will review our service providers to ensure they meet our standards of professionalism.
Resident Benefit Package: The $49.95 fee includes various services beyond just the air filter, which is why it's higher than the previous $10 fee. I understand that this change may have been unexpected, and I apologize for any lack of clear communication about the expanded benefits.
Pet Rent: The $25 pet rent is a standard fee in many of our properties and is outlined in your HRG lease.
Late Fees: I acknowledge that your original lease allowed payment until the 5th without penalty. However, it's important to review new leases and renewals for any changes in the lease agreement prior to signing.
To address these issues, I propose to review your newest lease agreement with us and ensure that the areas of concern are properly addressed there. If you have any remaining questions, please let us know.Initial Complaint
Date:08/05/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is incorrect. I made a payment of ****** which is the amount my lease said and the amount I was told to pay by your employee in writing. I do not owe the late fees or other charges as I paid what I owed on July 3rd l. I will make my payment for Aug in the amount of $1384.00 but I want to make sure this is credited to Aug rent. I am not getting any responses to the emails I am sending. Please respond to confirm when I make the payment for $1384.00 it will be credited for Aug rent.Customer Answer
Date: 08/20/2024
Better Business Bureau:
Please remove my inquiry l. I am trying to work with them on this issue.Initial Complaint
Date:08/05/2024
Type:Service or Repair IssuesStatus: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 leaned that the tenant of my property left by the utility company. Since then I tried to contact the property manager, Home River in ****************, for a month. When I call, I get a promise to be called back in 24h and nobody calls. When I go to the office, it is a closed door. I cannot make an appointment. I cannot get the keys of the property.Business Response
Date: 09/03/2024
I am writing to update you on recent communications and resolutions concerning the account of ******************. I had the opportunity to engage in a comprehensive discussion with him, during which we addressed several aspects related to the finalization of his account closure.
At the time ****************** lodged his complaint, our team was experiencing understaffing issues, which unfortunately hindered our ability to respond promptly. This situation was exacerbated by our reliance on a call center to manage incoming calls. Consequently, ****************** experienced significant delays in receiving responses.
I am pleased to report that following these challenges, our customer service capabilities were strengthened by the addition of a new team member. This enhancement to our staff has greatly improved our response efficiency.
The conversation with ****************** concluded positively, with all outstanding concerns being addressed to our mutual satisfaction. Both parties ended the call with a clear understanding and resolution of the issues at hand.Initial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-- On 7/22/24 at 12:57am we reported that our air conditioning in the home is not working. We submitted the maintenance request on 7/22/24 through the proper channel (Meld) as required by the company.-- On 7/24/24 at 5:45pm we contacted them to advise we still have not had any contact and repairs have not been made.-- On 7/24/24 at 11:04pm received a response from them that a vendor has been assigned.-- On 7/28/24 at 5:26pm - we advised the company that it has now been 7 days since we reported and still no repairs. Temperatures in the home are very high and causing poor living conditions.-- On 7/28/24 at 8:54pm - ********************************* with the company responded and advised they are working with the Maintenance Coordinator to come up with a solution.-- On 7/29/24 at 2:08pm - ************************* with the company advised that the owner has requested a second bid and a vendor will be calling us to schedule.-- On 7/29/24 at 7:35pm - 8 days since we submitted maintenance request. We sent company a message explaining how hot it is in the home. -- They are failing to take proper care of us as tenants. It is not okay to allow inadequate conditions for a family in one of their homes. We are waiting around the clock for someone to come out and help us, yet no one is showing up.-- We expressed that our hands are tied as we are relying on them and we are being forced to provide poor living condition to our two small children.- 7/31/24 - it has now been 10 nights and 9 full days without air conditioning in our home. It is summertime and we live in ***** - temperatures are high and our home is very hot. We are not able to stay in the home any longer as the living condition is too poor for our well being. We need help and do not know what to do at this point in time.Business Response
Date: 08/01/2024
Thank you for reaching out and providing a detailed account of your experience. We sincerely apologize for the inconvenience and discomfort you and your family have endured due to the delay in repairing your air conditioning.
Our team is actively working with the landlord and vendor to expedite the repair process.
Here is what we are doing to resolve this as quickly as possible:
Daily *********** Our team is in constant communication with the assigned vendor to ensure that the repair is prioritized
Regular Updates: We will keep you updated daily regarding the status of the repair.
We deeply regret the inconvenience this has caused and are committed to resolving this matter as swiftly as possible. Your comfort and safety are our top priorities. If you have any immediate concerns or require further assistance, please do not hesitate to contact us directly.
Thank you for your patience and understanding.Initial Complaint
Date:07/31/2024
Type:Customer Service IssuesStatus: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 just moved in and immediately my son an I became ill. I reported this on July 21st. This company has their own maintenance company affiliated and now I will **** They have gone back and forth supposedly with the owners and finally will fix the air duct cleaning as the company they hired found something living in the ducts. However, the sc upstairs hasnt worked properly and the 3 hvac techs all told me they need to replace the ac unit. One found a hole and did a quick patch job , the other tech replaced the motor,but I think its broken again. The owners as they stated recommended getting window units but if they damaged the house we would be responsible for it? We are paying $3500 a month! This is unacceptable by any means. To add this is right from the lease we signed:(1) Repairs that Landlord will Pay Entirely: Landlord will pay the entire cost to repair: (a) a condition caused by the Landlord or the negligence of the Landlord; (b) wastewater stoppages or backups caused by deterioration, breakage, roots, ground condition, faulty construction, or malfunctioning equipment. (c) a condition that materially affects the health or safety of an ordinary tenant which is not caused by ******, an occupant, a member of Tenants family, or a guest or invitee of Tenant; and (d) a condition in the following items which is not caused by Tenant or Tenants negligence: (1) heating and air conditioning systems; (2) water heaters; and (3) water penetration from structural defects I am going to make sure this is all over social media and going to court unless they replace the unit as now recommended several times.We pay our rent on time. This is not an ethical company.Business Response
Date: 08/01/2024
HomeRiver Group uses 3rd party vendors that have no affiliation with the owner or HomeRiver Group. The owner has approved dispatching vendors for each of the tenant's requests and is trying to work with the tenant even though the tenant has threatened to *** and take legal action multiple times.
The AC is cooling to a reasonable temperature and working to capacity at this time so no further AC repairs will be made at this time. Should the AC stop cooling in the future the owner would address accordingly at that time. The owner recommended to the tenant to purchase portable AC units if the house was not cool enough since the tenant wanted the interior to be below 70 degrees. Normal split is ***** degrees with varying factors and the department of energy advises setting the thermostat to 78 degrees during the summer. The owner has approved the duct cleaning to be done and filters replaced which is over $3000, there was no mention of mold by the vendor.
The owner has also approved letting the tenant out of their lease with no penalty since they previously asked how they could cancel their contract and have expressed their dissatisfaction with the home repeatedly. The tenant signed the lease with the property as is and was aware of the rent amount and responsibility to change the filters. We request if the tenant decided to stay at the property for them to follow the lease agreement and to be amicable.Initial Complaint
Date:07/31/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have have used this rental company for two years, and as of a few days ago renewed our lease for another year. However, these past 3-4 months have been extremely problematic concerning our AC. Our air has gone out 4 separate times on the HOTTEST TIMES this summer. I have a 2 year old. We have had to drive an hour away to stay with family as I still work in the city where daycare is, and it is EXTREMELY inconvenient. Not to mention, when I file a maintenance request they dont get back with me about a vendor for about ************************************************************************************ directly. If this was my dishwasher out or something along those lines I wouldnt be complaining, but my house has been 95 degrees for over 24 hours and they have done nothing but run me around. It was 108 here today. This is unacceptable. We pay over $2,000 a month for this rental and to not have our issue handled the same day if not in 12 hours is unacceptable. These living conditions are DANGEROUS for my family. The vendor they use is ***** Services, LLC. Again, if you call it will go strait to full voicemail box. Please help me fix this situation as it is only going to get hotter before it cools off outside. Thank you.Business Response
Date: 08/01/2024
Dear ****************,
Thank you for bringing your concerns to our attention. We understand how important it is to have a functioning HVAC unit, especially during this time of year, and we sincerely apologize for any inconvenience you may have experienced.
We want to assure you that we are actively working to expedite the approval process for your HVAC unit. While we await the necessary approvals, our team is committed to making any interim repairs to ensure your comfort and minimize any disruptions.
Please rest assured that we are prioritizing your case and will keep you updated on the progress. If you have any further questions or require additional assistance in the meantime, please continue to communicate with our team through your Meld portal.
Thank you for your patience and understanding.Initial Complaint
Date:07/30/2024
Type:Sales and Advertising IssuesStatus: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 filled out in application online and my personal data was stolen. I had bank fraud on my account and called in to speak with someone to notate my account and make arrangements so that eviction would not be filed. I also had my father pass away and needed to pay for funeral expense because he had no insurance. I just received notification of an eviction fee after I have already paid my rent. Please update my account. I continue to be harassed daily about this charge and i am also incurring a late fee on an eviction. I have asked numerous times to speak to someone but not been successful. I continue to communicate and have asked to speak t management but continue to be told they will call you back. The lack of communication. I am not able to pay my rent until i pay these fake charges and that's not fair. I have been reaching out since 07/02/2024. Mo consistency Thank youBusiness Response
Date: 07/30/2024
****************,
Thank you for letting us know and our sincere condolences for the loss of your father. One of our team members has already reached out to you and the concern has been resolved. As discussed, the eviction reimbursement and late fee charges will be removed from your account.
Thank you,Customer Answer
Date: 10/18/2024
Complaint: 22061721
I am rejecting this response because:
on 09/30/2024 an organization approved me to pay my rent monthly until 04/01/2024. I called to speak to someone to verify before the 1st. I have reached out several times for a return call. Every day since 09/30/2024. I continue to be told my situation will be researched and a return email or call. I have called to let someone know since y'all did not accept the rent assistance I can't pay until October 16, 2024. I really do think it's fair that I have late fees of ******. I have been trying to get assistance with my rent being paid since 09/30/2024. I continue to get messages saying late fee I owe. I also got a notice on my door. I think its poor communication. I literally tried to avoid my rent being late but lack of effort on home river. This is very embarrassing especially when they continue to tell me I'M okay my file is documented. This is sad. *************************************Business Response
Date: 10/29/2024
Thank you for the opportunity to address this concern. Upon review, we show that the **************** Representative and Senior Representative appropriately declined an assistance payment from "Rent App" as our policy does not accept payments from this source. To support the resident, we waived the October late fee, and as of now, the resident's balance reflects $0.
Our team has maintained consistent communication with the tenant, reaching out multiple times daily. However, without receiving rent payments, we are required to follow the established process, which includes issuing a Demand Notice and, if unresolved, proceeding with eviction.
We remain committed to working within the lease terms and ensuring clear communication throughout this process. Thank you again for allowing us to address this matter.Customer Answer
Date: 10/30/2024
Complaint: 22061721
I am rejecting this response because: There was not consistent communication I had to keep calling and sending emails. The correspondence that was received was automatically generated threatening messages to be evicted and keeping tally of the fees I was incurring daily. Prior to the 1st of the month so there would be no late fees. I was told by 3 different **** they would call me back and no call as of today. I also was forced to pay an eviction fee 2x now due to the lack of communication. I have requested to speak to a supervisor, manager or owner of the property numerous times with no response. It also is inaccurate they have taken payments from companies such as ********. then why wouldn't you if the rent is being paid why would you not want to accept the payment. I feel like I am being targeted and treated unfairly because I asked to speak to management. The customer service is not good. They talk crazy to you. They do not notate your account. Non compassionate. The reason for this jam is because My dad died, and I had to come out of pocket to pay for funeral expenses well beyond what I should have paid. But what can you do when it is a parent. I called to ask for some leniency, and they were rude. No notes were placed on the file, and I got an eviction notice after speaking with someone several times. It's like a call center and you speak with random people. This is sad to me that a company would rather throw a family out then to work with them. I had lived on another property with this same company and lost a lot of my belongings due to a water heater busting. I could never speak to anyone to help me or reimburse me. Yes, I had renters' insurance, but they said it fail under the owner's policy. I also was paying ***** monthly for a filter that was never received. As of now we are required to pay ***** per month for something I don't know. When I ask, I get different answers.
Sincerely,
******** ******Business Response
Date: 11/05/2024
Please see the summary and attached documentation of communication with the client.
Summary of Communications with ******** ****** Regarding Late Fees and Account Balance
August 20, 2024: ******** ****** reached out to clarify ongoing late fees despite on-time rent payments. She admitted an error in selecting the wrong payment method initially but quickly corrected it. She requested assistance in resolving the charges.
August 20, 2024 (***** Anne ************************************ followed up, indicating a pending balance of $286.95 and advising prompt payment to avoid further late fees.
August 22, 2024 (Edirose Sorela): The late fees were removed temporarily, with a notice for the remaining balance to be paid by 11:59 pm to prevent additional charges.
October 7-9, 2024: Additional reminders were sent regarding an increasing balance (now $2,274.95 and then $2,314.95). ******** expressed frustration over lack of follow-up and difficulty paying rent due to rent assistance issues since September 30, 2024. She stated she could pay by October 16, 2024.
October 11, 2024 (********* ******): HomeRiver informed ******** that her chosen payment method was not accepted and reiterated the due amount ($2,354.95), encouraging payment via the resident portal or voucher to avoid eviction proceedings.
October 15, 2024: ******** requested a waiver of late and eviction fees. ***** *** ******** explained that the fees align with lease terms, and he escalated her concerns to management for a follow-up.
October 16, 2024 (***** ***** ******): The late fee was removed, reducing the balance to $2,209.95, with a reminder to settle promptly to avoid further charges.
Resolution Status: Late fees were removed on October 16, with management expected to contact ******** to further discuss her concerns and avoid additional charges.Customer Answer
Date: 11/05/2024
Complaint: 22061721
I am rejecting this response because: There was no resolution. I asked to speak to a manager or owner due to the lack of communication. Housing is the livelihood for a family and to repeatedly not communicate is very unprofessional. As of today, no one has reached out to me after all the attempts, and I am okay with that. I will continue being ignored. I will also take this to the highest level that I can. As a lack of communication someone could be evicted and become homeless and that is just cruel considering the motto that home river stands for.
Sincerely,
******** ******Initial Complaint
Date:07/29/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 15th of this year, HomeRiver Group Chicago sent my partner and I a rent increase/lease renewal offer (our lease ending 7/31). By doing so, they did not give us the necessary and legal notice we deserve per the Fair Notice Ordinance of *******, tenants are required to receive 60 days notice if they have lived in their space 6 month to 1 year, as we had. I have reached out to Homeriver group and requested my next rent statement be my current rent amount and not the increased amount as we have not received are legally required 60 days notice, and instead HRG has fined us $100 for a month to month admin fee and moved our tenancy to a higher month to month rate. This is absolutely unjust and illegal, tentant laws should be respected and upheld.Business Response
Date: 09/17/2024
Thank you for the opportunity to review your concerns. When we received this information we corrected the dates and resent the lease renewal. Once we receive the signed document we will be able to adjust the ledger to reflect the correct amounts. We appreciate your patience and look forward to continuing to work together to finalize your agreement.Initial Complaint
Date:07/26/2024
Type:Product IssuesStatus: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.
Our lease was changed the day before move in to reflect higher charges for things such as shared space fees when the only space we are sharing is the stairway and the parking lot. Been trying to call our property manager days ago and for hours today. This feels like a scam on their part. We already signed the first lease with ridiculous fees such as a resident benefits package for ************************************************************************************* a monthly basis.Business Response
Date: 07/30/2024
Dear ******,
Thank you for reaching out to us regarding your concerns. We would like to address the issues you raised and clarify the situation based on our records.
According to our records, you applied to lease the property located at *****************. There was only one lease agreement provided to you, which detailed the terms and conditions, including any fees and charges. That was also all included in the marketing of the unit as well. You paid the required deposit amount of $1,195 for the property.
However, on the start date of your lease agreement, the first month's rent and associated fees, as outlined in the marketing materials and lease agreement, were not paid. These payments are required before taking possession of the property. When you were informed of this and asked to review your lease agreement, it appeared that you were unable to cover these costs.
We understand that you attempted to contact our local broker multiple back to back times. However, calling back-to-back 55 times and sending an inappropriate text message was not appropriate, especially considering that our broker was in an eviction hearing and unable to take your call. Despite this, our broker made an effort to communicate with you via email during the hearing, advising you to contact the underwriters for further questions.
Following this communication, you decided not to move forward with the lease agreement. As a result, the lease was canceled, and the refund of your deposit was processed on 07/30/24, which was five days after the initial payment and two business days after the cancellation of the lease.
We regret any confusion or inconvenience this situation may have caused. If you have any further questions or concerns, please feel free to contact us. We wish you all the best in your future endeavors.
Best regards,Initial Complaint
Date:07/25/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/15 I noticed my AC wasnt working so I submitted a maintenance request to Home River right away because the temp in the house was in high 80s and heat out was in triple digit heat. They replied with things for me to do in which I did. I replied right away that it was all done but AC was still not working. Next day they informed me that they have a vendor ***** Services assigned to my issue and that I call them within 24 hours. KS came on 7/18 to let me know problem with AC and that will report to HRG. That same day landlord approved the estimate for the repair. I was called by tech that they have to get parts from their warehouse and that they will be there 7/19 between 12-2pm. I was not happy bc I had to wait and it was more hot in my house and asthma was acting up. I couldnt breathe but I was good. I got a call from tech that morning saying he is still on sched. An hour later tech called that hes behind his current job. At that time it was close to 12pm. He called to let me know hes going to the pick up parts that he will be more late. Hours later I didnt hear from tech so I called and thats when tech informed me parts ordered were wrong and that I will have to wait when it comes which will be 4-5 days later 7/23-7/24 but would like to offer me a window unit to help with heat until AC is repaired. I contacted HRG right away very upset. Their same response we are working on it and they will get with owner and vendor then will follow up with me. I never hear back from HRG until I call the next day and its the same everyday. I have tried to speak to a manager and nothing. On 7/24 HRG told me vendor will be at my house between 8am-10am. Followed up w/ vendor for a confirmation and ETA and no response. I called HRG and no response when I did they say Ill get w/ dept and follow up with you. I asked for a manager and no manager to talk to. As of today 7/25 I have had no AC and not able for work and live comfortably in my own house for 1 week and 3 days.Business Response
Date: 07/30/2024
Dear ****,
Home River Group has received the complaint regarding the ** unit at ***************************************. We understand the frustration caused by the delay in repairing the ** unit. The following details outline the situation and the steps we have taken:
Vendor and Parts Delays:
There were delays with our vendor and the parts required to repair the ** unit, which unfortunately were beyond our control. One of the crucial parts arrived broken and had to be reordered, further extending the repair timeline.
Temporary Solutions Offered:
In an effort to provide temporary relief, the vendor offered the tenant two portable ** units to use until the necessary parts arrived. However, the tenant refused this offer.
Repair Completion:
We are pleased to report that the vendor visited the home today and completed the necessary ** repairs.
At Home River Group, our primary goal is to ensure the comfort and satisfaction of our tenants. We apologize for the inconvenience caused by these delays and assure you that we did everything within our power to expedite the repairs under the given circumstances.
Thank you for your understanding.
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