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|Chattanooga

  1007 Ashland Ter STE 104B Chattanooga, TN 37415-3566

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  HomeRiver Salt Lake City

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

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:07/22/2024

  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.

  This company has been charging us a flat rate water fee since moving out while also requiring us to register with the local water company. Therefore we have been pay two water bills. After realizing what they were doing I called them out on it May 10th and it is now July 20th with no resolution. 1.) water usage fluctuates so there is no reason they should be charging a flat rate of $76.45 for water usage. I sent all of the payments Ive made to them as well as the water company and they are supposed to be refunding me, but still nothing. I refuse to continue to pay this fee but they have continued to add it to my rent portal since raising awareness. Since I am not paying that fee they are charging me late fees, eviction fees etc. this is a nightmare.

  Business Response

  Date: 07/22/2024

  Dear ************,
  
  
  I appreciate you bringing this to our attention and apologize for any confusion the utility fee on your account has caused. As discussed, the fee is not from the water company and is for sewer that is billed through Integra. I have removed the late fee from your account and request that the utility be transferred into your own name. Please go into your account and make payment on the utility bill while you work to transfer the utility account into your name.
  
  
  We sincerely appreciate your tenancy with HomeRiver Group. Please reach out to me with any additional questions

• Initial Complaint

  Date:07/19/2024

  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.

  After receiving a three day notice I moved out of the home as requested on April 30th the company has still filed eviction even after leaving the home in the legally appropriate timing as per the notice however after notifying the company in in April of my moving they have advised me to reach out to an eviction specialist which I've done on Multiple occasions without any response as well no one answers the number provided since april 30th I've been attempting to reach out to the company in many different formats such as emails, calls, as well as chats but has had no luck now until today the company is still charging me as if I stay at the home and has filed an eviction the company has my balance as of July 19, 2024 at $9000 with fees I really need some help getting in touch with someone from the company to resolved this issue it is causing a hardship to find my family of 4 a home please help me I've done everything I can and Did everything right From moving out in a timely matter as well informing of my move to the company.

  Business Response

  Date: 08/05/2024

  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced. We would like to clarify the series of events regarding your account.
  ********************** tried to reach you in April and May, but unfortunately, we were unable to establish contact. On April 11, 2024, we received a notification from you requesting to pay the balance on April 19th. However, as no payment was received, an eviction process was initiated.
  In July, we were informed that you had vacated the property. Our team is currently reviewing all relevant information and your account ledger. Once this review is complete, we will provide you with a detailed notification regarding the balance owed.
  Should you have any further questions or require additional assistance, please do not hesitate to contact our property manager, ******************, at ***********************************.
  We appreciate your understanding and cooperation in this matter.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22014593
  
  I am rejecting this response because: I informed your company in April I'd be leaving the premises and after reaching out April 19th I was told to speak with an eviction specialist who never answers there contact number. I've since attempted to contact you company in the beginning of may after receiving charges within an email prior to your company filling an eviction your company dropped off eviction papers to an already vacant home and then attempted to charge me for HOA Violations after I've already left the home see attachments of attempted point of contact without any luck until this day I've still not been contacted by anyone or received a email back from the property agent at the email listed above Please release evidence of attempt to contact or I demand my eviction be vacated since I left within my legal right to vacate. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/06/2024

  Good Afternoon,
  
  
  Thank you for reaching out to us and bringing this matter to our attention. We apologize for any inconvenience and distress this situation has caused you and your family.
  
  We have reviewed your complaint and our records. We understand that you vacated the property on April 30, 2024, following the issuance of a three-day notice. We acknowledge that you acted promptly in accordance with the notice. However, we did not receive notification of your move-out, which led to the continuation of the eviction process.
  
  Please be assured that we have canceled the eviction proceedings as of today. Additionally, we are investigating the lack of response from our eviction specialist and the communication issues you have experienced. We are committed to addressing these internal communication problems to prevent similar situations in the future.
  
  Regarding the charges on your account, as per the terms of your lease agreement, the lease does not expire until December 14, 2024. Therefore, the outstanding balance, including any applicable fees, remains valid. We recommend that you review your lease agreement for more details on your responsibilities and the charges incurred.
  
  
  Thank you,

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22014593
  
  I am rejecting this response because I have not received any written communication that the eviction was removed. In addition, I am still being charged as if I was still living at the property. I have tried multiple times to contact the eviction specialist, property manager, and other staff members I even noted my Ledger Account, but no one will respond to my calls, emails, or chats. 

  On April 19, I was informed that I would have to pay my full balance. I was not able to pay the full balance that day, so I proposed paying half then and the remainder the following week. This proposal was rejected, and I was told that I had three days to vacate the premises or an eviction would be filed. I moved out on April 30 as requested.
  
  I have done everything I can to resolve this issue. I vacated the property in a timely manner, and I have tried to contact the company multiple times. Please remove the eviction from my record and send me written confirmation of the removal to ***********************************. I am also requesting a refund of any charges that were incurred after I moved out. 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home River Group, decided to end business with Rhino policy. I, as TENANT, renew my services with Rhino policy and they advised home river group that we are covered until 2025 for the surety bond of $2590. Well, home river group stated they are NOT honoring that and we have to pay 2590 by 9/20 if not we will be evicted. I have asked to speak with the property manager, the owner, and all foreign representative say they cannot do that and that a property manager will call. I have waited 5 days for a call and then a renewal person called me to say sorry, we are not honoring the agreement and you have to pay. I asked once again to have a property manager call and I will like to know where in my lease agreement states that I have to pay if they end terms with Rhino. The representative, ***, said, I dont think that is on the lease. What they are doing is beyond ****** and it is affecting hundreds of families. There is no way we can get in contact with someone in ******* for some reason.

  Business Response

  Date: 08/01/2024

  Thank you for bringing your concerns to our attention. We appreciate the opportunity to address the issues you've raised regarding the Rhino surety bond policy.
  We acknowledge that we received notification from Rhino on July 16, 2024, confirming that your surety bond coverage of $2,590 is active until 2025. 
  We understand this has caused confusion and inconvenience, and we sincerely apologize for any distress this situation has caused. .
  We have noted your attempts to contact our property management team and the frustrations you've encountered. We are actively working to improve our communication channels to ensure that all tenant concerns are addressed promptly and effectively.. 
  We deeply regret any inconvenience this may have caused. Your feedback is valuable to us, and we will use it to improve our services and communication processes.
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Charged for pet fees and pet rent when animal is a registered service animal and despite calling upwards of 10 times, no one has taken care of the issue. Instead, they continue to charge us late fees for non-payment. We paid the $337 for one pet because the second animal is the service animal. But they are still claiming we owe money. Moved in two weeks ago and the lockbox is still on our door and company will not provide our mailbox number or key. Everytime I try to address the problem, they tell me they will forward it to the accounting team and it never goes further than that.

  Business Response

  Date: 08/01/2024

  Thank you for contacting HomeRiver Group. Upon reviewing your resident ledger, we've noted that a $25.00 pet fee was indeed reflected. This adjustment was made on July 18, 2024.
  Please take a moment to review your ledger, and if you have any further questions or need assistance with anything else, please don't hesitate to let us know. We're here to help.
  
  

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22008570
  
  I am rejecting this response because:
  There are still billing errors besides the $25.00 pet rent. This is a reoccurring problem and seems to occur every single time a charge is posted. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/05/2024

  HomeRiver Group has been in communication with the resident regarding their concerns. The pet charges were corrected on 7/18, and an updated copy of the ledger has been provided to the resident.
  The resident also expressed concerns about the trash charges. HomeRiver Group clarified these charges, and the resident subsequently paid the balance owed.
  
  HomeRiver Group will follow up with the resident to ensure that all their concerns are fully addressed.

• Initial Complaint

  Date:07/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 16th 2023 I hired HRG to manage *******************************************. They failed to do so, deposits were never collected ( I paid deposit escrow) tenants were not notified of new management for three months the second week of January, back rent was never collected, legal paperwork was never served for unpaid rent, repairs and basic maintenance was left undone. Managers would not respond to e-mails or phone calls. After six months and giving 30 days notice to find new managers, rent and security deposits were held for 60 days. Making obtaining new managers impossible. After six months and tens of thousands of dollars later I'm unable to get legal help with this issue. I'm happy to issue supporting documents, emails ect.

  Business Response

  Date: 07/30/2024

  We are engaged in discussions to settle this with the owner, at this time we cannot provide any additional updates until after this situation is resolved. 

• Initial Complaint

  Date:07/17/2024

  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 have rented this house from Home River Group since October 2023. I have had countless maintenance issues since then. This complaint is focused on the water issues. The first 2 months I lived here I did not have water at all. The only thing HRG did was have a random person drop a case of water off at my door. Water was finally fixed. Although they did not do what the plumbers suggested. I have had water pressure issues since then. I havent had water again for almost 3 days now. Ive had to call HRG repeatedly for days with no resolution. I get the run around every time. Was told today I would be provided a hotel tonight if the vendor could not come out again tonight. (This is after a plumber already came out this morning and submitted the estimate to HRG. HRG disregarded it and closed the maintenance request as completed. I still did not have any water.) Now I am told the plumber is coming back tomorrow at noon. I inquired about the hotel I was promised tonight since I have been living with no water for days now (again) and that is extremely unsanitary. Sink overflowing with dirty dishes, toilets overflowing, cant shower, cant wash hands, cant cook anything. Ive already called the health department and have a call meeting with them tomorrow morning as well. But something needs to be done about this company. HRG treats their tenants like absolutely dirt. I pay almost $1600 in rent every month, plus utilities, on time every time. Just to be told to live without water? This is not okay. It is very unhealthy to live like this. What happens when health problems start to emerge? Not washing for days? Not being able to make food? HRG does not care and theyve made that very clear. Something to be noted is that it is extremely difficult to get in contact with anyone at HRG. The only time I can actually speak to someone is when I call the emergency maintenance line, and still nothing is done. They supposedly have an office in ************, but no one is there.

  Business Response

  Date: 08/05/2024

  Good Afternoon,
  
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for the distress and inconvenience you have experienced regarding the water issues in your home.
  
  
  
  Here is a summary of our recent actions to address your concerns:
  
  Your work order was submitted on 7/16, and the initial work was completed on 7/18.
  We understand that the water pressure remained inadequate. Our vendor confirmed the issue was resolved on 8/3.
  We approved your stay at a hotel for up to $150 a night. This was honored for 3 days. 
  We are committed to resolving situations promptly and ensuring better communication and service moving forward. Thank you for your patience and understanding. If you have any further questions or require additional assistance, please contact us directly.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22000037
  
  I am rejecting this response because:
  
  This complaint is related to past complaint toward *** regarding neglect of their tenants. Ive had countless issues entire time renting from ***. Takes days to get ahold of anyone. They never respond to emails; Have to send 5+ emails to get response. If so, they dont answer questions or provide solution for problems theyve created. Ofc theres no phone #; if you do find # no one answers. In July didnt have water AGAIN for 4+ days. Took constantly emailing/calling HRG, making BBB complnt, ****** review, &calling the *********** for HRG to finally do anything. They agreed to cover hotel for 2 days til water was fixed. Was told I had to pay for hotels up front, &Id be reimbursed directly for charges. A lie. Later learned that I wouldnt be reimbursed directly, instead credit would be added on account. Then took months for *** to add credit. Contacted HRG on 8/23 to ask&confirm that rent amount to come out on 9/1 would not be full 1554, would only be what I owe; which shouldve been 1554-hotel credits. They confirmed that is all that would come out for Sep, not full amount. Also lie. Full amount came out again. Now I have emailed constantly asking for answer/solution to this problem. Ofc getting no help. Now Im told it was bc I had autopay on, which you have to use to avoid fee each time. I turned autopay off, yet now am expected to pay the fee for next month rent so I can use hotel credits owed. *** neglects to fix anything. Bc they took 4+ days to get running water, I am expected to pay for hotels and pay extra fee to pay rent? Ofc no one is responding again. Already had to pay for hotels w/ cc because I couldnt afford them w/ how exp HRG rent is. Then was lied to about being reimbursed. Then took months to be provided credits. Then lied to about how much would be taken for rent. Now cant get response at all. This is the worst renting experience Ive ever had. Trying to avoid filing lawsuit against them and having to fight to get money back that is owed to me.

  Business Response

  Date: 11/13/2024

  Thank you for the opportunity to address your concerns regarding your recent experience with HomeRiver Group.
  
  Upon reviewing the details and your account ledger, we found that an adjustment was made to your ledger on August 9, 2024, which credited the hotel fees incurred. This credit was issued within 30 days following the completion of the repair.
  
  As previously mentioned, residents who have established automatic payments are responsible for updating or canceling their payment arrangements as needed. HomeRiver Group does not have access to modify resident payments on their behalf. Therefore, if a change in the amount paid for September was required, this could have been adjusted directly by the resident.
  
  We understand that the resident has now vacated the property, and we wish them all the best moving forward. Thank you again for bringing this matter to our attention, and please feel free to reach out with any additional questions.

• Initial Complaint

  Date:07/16/2024

  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 have discontinued services with this property management company. There has been an official handoff to my new property management company. After the handoff this property management company, Home river has added charges to my tenant accounts and is trying to force them to pay them rent. One tenant has actually paid them the rent One tenant is being sent to collections by Home River. This property management company continues to harass my tenants after three months of discontinued service. The property manager that is assigned to my property has been told this information and refuses to get back to me. This company Now has my tenants living in fear with mental and financial stress. They have also caused stress on myself because my tenants are afraid to pay rent where they should be paying rent. Whenever I call their service hotline, they do not get back to me. No one is ever available to talk. This business is also holding the money in my account hostage, as well as the money that my tenant paid for rent. They are refusing to Release it. I would like my money and to never have to deal with this company again.

  Business Response

  Date: 08/08/2024

  Hello, 

  We are sorry for the inconvenience this has caused. This has been escalated to discontinue communications with the owner. 
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 21998460
  
  I am rejecting this response because: the company has not fixed the issue. HRG is charging me management fees for months after I canceled the contract. 
  it has been acknowledged by the company that it was their fault they didnt remove my home from their system.
  even after these discussions they have records of conducting unauthorized work on the property, changing locks and keys as well as accepting payment for it. They are not attempting to charge me for the work they conducted illegally.

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

  Business Response

  Date: 08/27/2024

  We have provided you credit for the management fees in question and a maintenance charge in the amount of $1304 and
  and your final owner draw with that amount included was sent out to you on 8/20/2024.  We regret any inconvenience
  caused here, but we are happy to resolve the issue for you.

• Initial Complaint

  Date:07/16/2024

  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.

  Hello All. I live in ************ and I am being targeted by my HOA who refuses to close permits in a timely manner for the black residents. I have sent several emails for months and only get railroaded and want to report this at the state level. Whom should I send all of my documented efforts to? Is there a state board for HOAs that I can contact? Is there an escalation department within Home River Group that I can talk to?We are looking into legal representation and contact other corporate Home River offices for support at the moment just need some direction. My husband and I have been dealing with this for years now, and specifically been trying to close these 3 violations for 3 months. Ive sent proof several times of the violations being addressed and was told they would be reviewed and they never were.

  Business Response

  Date: 08/01/2024

  We are writing in response to the complaint regarding the handling of parking violations for commercial vehicles and the timeliness of closing permits in our community.
  Background:
  The owner in question received parking violations due to a commercial vehicle being parked on the premises, which is against community regulations. Upon notification, the ***** of ********* requested that these violations be put on hold to ensure compliance and allow the owner sufficient time to address the issue.
  Resolution Process:
  The owner received a written assurance that the violation would be removed following a successful inspection verifying compliance. We are pleased to confirm that, after the recent inspection, the violation has been officially closed.
  Community and Management Role:
  The management company operates in accordance with the community's governing documents and the direction provided by the ***** of *********. It is important to note that the community manager does not reside in the neighborhood and is not personally acquainted with the residents. Violations are issued based solely on documented occurrences, ensuring fair and consistent enforcement of community rules.
  We understand the importance of timely and transparent communication and are committed to working with residents to resolve any issues promptly. We appreciate your understanding and cooperation as we strive to maintain a harmonious living environment for all members of the community.
  If there are any further questions or if additional information is needed, please feel free to contact us directly. We are dedicated to addressing any concerns and ensuring the satisfaction of our residents.

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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 a property manager who simply refuses to do her job.I have notified my property manager ***************************** about a tree that's in the power lines that needs to be trimmed.She was first notified on 06/05 and then again today on 07/15.I've tried speaking with her coordinator to complain but no one has attempted to contact me. I had to call ****** myself to see if there's something they can do, I shouldn't have to do that but I am. I pay rent on time, this is bad customer service because this is a serious hazard that no one seems to care about.

  Business Response

  Date: 08/08/2024

  I am writing to address an ongoing issue with the maintenance of trees on the property. Our tenant, *********, has been in regular communication with us through Meld, with the most recent update occurring on July 19th. The responsibility for trimming these trees falls under ******, the power company. We have an open case (ID: ******** with ******, and they have scheduled the tree trimming to occur within 21 days.
  Yesterday, ****** contacted ********* to discuss her lease renewal and inquired about the status of the tree trimming. ********* confirmed that she would inform us once the trimming is completed and verified that there are no other pending issues at this time.

• Initial Complaint

  Date:07/15/2024

  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 has sent a false debt to collection agencies by the name of ****************** Services. I have never signed a lease agreement with this company! I am demanding that you remove my information from your files and request that ****************** Services remove my information from their files and credit reports. This is a violation of my rights and if this is not resolved quickly. A lawsuit will be filed.

  Business Response

  Date: 07/30/2024

  ******************, 
  After speaking with you, we contacted ****************** Services to gather more information on this claim. We were advised to have to reach out to SWR for the next step having this claim removed. You asked to have this removed from her credit within 7 days. SWR complied and supplied you with an AUD to the credit bureaus to have it removed. You did not respond to the email but all actions SWRS and HomeRiver Group can take, have been done.