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 Charlotte

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

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  HomeRiver Lake Havasu

  1947 McCulloch Blvd N Ste 102 Lake Havasu City, AZ 86403-5723

• 

  HomeRiver Spokane

  1330 N Washington St Ste 3100 Spokane, WA 99201-2443

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:06/03/2025

  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 are trying to contact HomeRiver Group to pay our rent and they are not available. It is very hard to get a hold of anyone other than an automated message at any time.

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau and Mr. *****,
  Thank you for the opportunity to respond to the concerns raised by Mr. James Smith regarding communication and rent payment issues at his residence located at ********************************************************************
  We take resident concerns seriously and always strive to provide responsive and consistent service. After thoroughly reviewing Mr. Smiths account history, Id like to provide the following clarification:
  Since March 2025, Mr. Smith has been aware of the rent payment process and has used multiple forms of payment including cashiers checks and money orders, which we received on March 27, April 11, May 1, and June 10. Additionally, Mr. Smith has full access to our resident portal, where he can submit payments, review balances, and communicate directly with our team. Records show that his last login occurred on April 25, 2025.
  Despite the claim of difficulty reaching our team, we have made numerous documented outreach attempts between April and June via certified mail, phone calls, and rent *************** calls were made on multiple occasionsall routed to Mr. Smiths voicemail. We also note that Mr. Smith reached out to us by phone on June 3, which was the first inbound call received from him this year.
  We understand the importance of clear and timely communication and regret any frustration Mr. Smith may have experienced. However, we have made every reasonable effort to maintain contact, and we remain committed to resolving any outstanding concerns. Mr. Smith is encouraged to reach out directly to our local team or through the resident portal for the most immediate support.
  
  

• Initial Complaint

  Date:06/02/2025

  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.

  Im filing a formal complaint against HRG Property Management, which manages the home I rent at ************************ and also serves as my employer. Since moving in on Jan 4, 2025, Ive experienced multiple unresolved safety, maintenance, and billing issues. The home was filthy at move-in. The refrigerator was so unsanitary it required 24 hours of pest removal and deep cleaning$500 reimbursement requested. No heat was available until Jan 9; it failed again Jan 1521. Im seeking $382.50 rent abatement. **** failed again Feb 317. I request $1,071. April 24, HVAC failed again. I paid $150 out of pocket for an electrician who found a damaged HVAC disconnecta fire hazard. **** vendor never addressed the root issue. I request reimbursement. Pool equipment ran continuously and was leaking. My Jan ***** bill hit $601; Feb was $332. I request $500 and $100 respectively. My first 11-day water bill was $316 due to a pool leak and automatic filler. Dishwasher was broken at move-in and replaced Jan 21. I request $240 for the 16-day inconvenience. I was told to purchase the garage remote and purchase shower drain myself. I request $100 reimbursement. I was also charged $93 for a trip charge despite no work being completeda retaliatory fee. *** has ignored code violations like eight recessed kitchen lights with no housings, exposing internal fixture and attic space. Lights are not sealed and allow cool air to leak into the attic paces, as well as when the stove is in use the exhaust fumes circulate into the attic and back into the home, therefore no air efficiency.. I also reported a deteriorating pool deck with rotting wood, exposed nails, and loose handrails. *** refused to fix. They offered to terminate my lease with no penalty, but the home isnt the issue its the unprofessional and retaliatory behavior of management. I request $3,452.56 in reimbursement, safety/code repairs, and reassignment of HVAC work to a new vendor. Documentation/photos are available.

  Business Response

  Date: 06/11/2025

  HomeRiver Group (HRG) appreciates the opportunity to address Ms. Walter’s concerns regarding her tenancy at 123 7th Ave SE in Largo, FL. Since Ms. Walter’s move-in on January 4, 2025, HRG has responded to all maintenance and billing issues in a timely and professional manner, consistent with the lease terms and industry standards.
  Ms. Walter moved into this 1920s home on an expedited timeline at her own request and accepted the property in “as is” condition. The home was inspected by our team on December 26, 2024, prior to her occupancy. No evidence of filth, pest infestation, or unsanitary appliances was documented at that time. The refrigerator, which Ms. Walter later referenced, was noted internally as cosmetically worn but functional and did not present a health or safety concern. Ms. Walter was advised that, per her lease and HRG policy, additional cleaning or pest control for an “as is” move-in would not be HRG’s responsibility.
  Regarding HVAC concerns, all reported outages were handled according to protocol. Vendors were dispatched promptly for each incident, and repairs were completed as quickly as possible. Ms. Walter provided her own window unit during one outage but did not request reimbursement or submit a receipt. As explained in my email to Ms. Walter on May 9, 2025, the periods in question did not reach the legal threshold for habitability concerns, as outside temperatures remained within a safe range (mid-50s to 70s), and the outages were addressed in a timely manner. Consequently, HRG was unable to offer rent abatement or compensation for these periods.
  Ms. Walter also requested reimbursement for a $150 out-of-pocket electrician expense related to the HVAC system. However, despite multiple requests, she has not provided an invoice or report from the electrician or Duke. As previously communicated, HRG cannot process reimbursements without proper documentation, and no vendor or code authority has documented a fire hazard associated with the HVAC disconnect.
  Concerns about high utility bills due to pool equipment have also been addressed. Multiple work orders were opened for the pool pump and leaks, and vendors performed recurring service and repairs as needed. Ms. Walter was asked to provide copies of her utility bills and any supporting documentation from Duke Energy or a plumber to substantiate her claims, but no such documentation was received. As noted in my May 9, 2025, email, HRG remains willing to review the electric usage if average historical bills are provided.
  The dishwasher was replaced promptly after being reported nonfunctional at move-in. HRG acted within a reasonable timeframe and does not believe further compensation is warranted for this temporary inconvenience.
  For minor items such as the garage remote and shower drain, Ms. Walter was instructed to purchase them herself and submit receipts for reimbursement, as is standard for small tenant-responsible items. To date, we have not received any receipts, but HRG remains willing to reimburse for the garage remote if documentation is provided.
  The $93 plumbing trip charge was applied after a vendor found no leak at the property. Ms. Walter was informed that this is standard policy and that the charge would be reversed if a leak was later verified. No new evidence or documentation has been submitted.
  Regarding electrical and lighting issues, no code violations or hazards have been documented by any vendor or code enforcement authority. This home is from the 1920s and therefore has vintage fixtures.
  With respect to the pool deck, blinds, wasps, trash, and similar items, Ms. Walter was advised that, as the home was accepted “as is,” these concerns are not HRG’s responsibility under the lease. This was communicated clearly in response to her requests, and no further action is warranted.
  HRG has consistently offered Ms. Walter the option to terminate her lease without penalty in light of her ongoing dissatisfaction. This remains the only additional compensation the property owner is willing to provide.
  In summary, HRG has responded promptly and professionally to each of Ms. Walter’s concerns, explained all relevant policies, and requested documentation where appropriate. To date, no supporting documentation has been submitted for claims of loss or expense. HRG remains open to reviewing the electric utility situation with proper documentation and will promptly reimburse for the garage remote if a receipt is provided. Otherwise, all other requests for compensation or abatement are respectfully declined, as the company has met its obligations under the lease and applicable laws.
  HRG is committed to fair, transparent, and consistent service for all residents. We consider this matter fully addressed, but remain open to resolving any substantiated, documented concerns should they arise.

  Customer Answer

  Date: 06/20/2025

   
  
  Complaint: 23400433
  
  
  
  I strongly dispute HRG’s response, which contains multiple blatant lies. I have provided clear, documented proof supporting every claim, while HRG has submitted no evidence—only repeated misrepresentations and evasions.
  Billing: I submitted water/electric bills and a Duke Energy usage report (Exhibit A) clearly showing inflated charges caused by unresolved HVAC and pool issues. HRG continues to delay and evade reviewing these bills or issuing reimbursement.
  Move-In Condition: HRG falsely claims I requested an expedited move-in. Their own policy requires move-in within 14 days of application (Exhibit B). My move-in, originally scheduled for Dec 28, was delayed to Jan 4 due to the home being unready (Exhibit C). The refrigerator was infested with bugs, which HRG acknowledged in a 12/26 text (Exhibit D). HVAC was nonfunctional on Day 1; I was told to “turn it off and let it sit” (Exhibit E). The wooden pool deck had exposed nails and loose railings—hazardous for my child and dogs—but repairs were denied as “as-is” (Exhibit F). The dishwasher didn’t work and wasn’t replaced for 15 days.
  HVAC Failures: HRG delayed repairs, directed me to vendors, and denied a $68 reimbursement for a portable AC hose (submitted 2/14—Exhibit G). Indoor temps exceeded 80°F (Exhibit H), yet HRG ignores these readings and improperly bases habitability on outdoor temperatures. I paid $150 for an electrician, who found a damaged HVAC disconnect. I submitted photos but withheld the full report since HRG refused reimbursement.
  Code Violations: Photos (Exhibit I) show heat venting up to 91°F from recessed lighting within 2 feet of the oven—violating FL Building Code R402.4.5. HRG canceled three work orders and again used “as-is” to avoid inspection.
  Retaliation & Lease Pressure: Since April, HRG has offered lease termination six times—despite me never requesting to leave. This appears retaliatory against a tenant with valid claims and work requests.
  HRG continues abusing the “as-is” clause as a loophole to avoid their legal responsibility to provide a clean, safe, habitable home.
  
  
  
  Sincerely,
  
  
  
  Wendy Walter

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond. HomeRiver Group takes all resident concerns seriously and is committed to transparency and fair resolution. Below is our response, section by section, with supporting facts and direct references to our communications and records.
  
  1. Utility Billing & Documentation Requests
  Wendy expressed concern that HRG delayed or evaded review of her utility bills. We requested several months of electric bills following the period of heightened usage to establish a fair baseline for comparison. To date, we have received electric bills for January–February 2025 and April–May 2025, as well as one water bill for late December 2024–early January 2025. As of this response, additional electric bills for the months after the repair period (such as March or later months to find averages of usage), which are necessary for a fair review, have not been provided.
  As stated in our 5/9/25 email:
  “I still need a few months of utility bills from before and after the HVAC issues to establish a baseline for your typical usage. Once received, I can review and determine if any reimbursement is warranted.”
  We remain open to reviewing any additional documentation that directly links increased utility costs to an unresolved maintenance issue.
  
  2. Move-In Condition & Timeline
  Regarding the move-in date (originally December 28, delayed to January 4 per Exhibit C), we were unable to open Exhibit C and would be happy to review it if emailed directly. For the refrigerator claim (Exhibit D), we also could not open this file. Please feel free to resend any exhibits for consideration. However, as noted in our maintenance records, these items were cosmetic and would not be considered for abatement. You may send these either through this channel or through [email protected].
  
  3. HVAC Repairs, Portable AC, and Reimbursement
  Wendy referenced being told to “turn it off and let it sit” on Day 1. This is standard industry troubleshooting for HVAC systems and was not intended to delay service.
  All HVAC issues were addressed in a timely manner:
  1/5: Troubleshooting steps provided (standard practice)
  1/15: Vendor addressed the heat issue the same day
  2/3: AC issue reported; Wendy used her own window/portable unit and submitted a $68 hose receipt. This was not pre-approved and remains her property.
  Regarding indoor temperatures and habitability:
  Wendy cited indoor temps exceeding 80°F. Under Florida law, landlord habitability obligations are based on outdoor temperatures, not indoor readings.
  Actual local outdoor temperature data for Largo, FL:
  February 9–17, 2025: Average daily high: 73°F; average daily low: 56°F (NOAA historical data)
  January–February 2025 overall: Average daily high: 71–73°F; average daily low: 54–57°F
  Per Florida Statute 83.51, landlords must provide “reasonable provisions for heat during winter and air conditioning during summer where installed.” During the periods in question, the presence of a window or portable unit during repairs meets the minimum standard of habitability.
  If Wendy would like to provide receipts for any window unit purchased specifically due to an outage, we are willing to review those for possible reimbursement, as previously offered. However, it is our understanding the window unit provided is the resident's personal property.
  Regarding the electrician and the $150 payment:
  Wendy stated she paid for an electrician and submitted photos but withheld the full report because reimbursement was denied. We have asked for a copy of the bill and the report. Without a copy of the bill, we cannot reimburse for this expense.
  
  4. Code Violation / Lighting
  Wendy cited a code violation, referencing IRC R402.4.5 regarding recessed lighting.
  Our investigation and response:
  The home was built in the 1920s, and according to the owner, most fixtures—including the recessed lighting—are original or have not been replaced as part of any recent renovation. IRC R402.4.5 requirements apply to new construction or when fixtures are replaced as part of a permitted renovation. They do not apply retroactively to existing fixtures in older homes unless a major renovation has occurred.
  Our review of the provided photo shows the visible metal is the intended backing of the original fixture. There is no evidence that the fixture is unsafe or was improperly installed for its era. Existing fixtures in older homes are generally “grandfathered” under building codes. Unless substantial renovation work has triggered new code compliance, original fixtures are not required to meet modern standards such as those in IRC R402.4.5. The absence of modern insulation or air sealing is typical for homes of this age and does not indicate a code violation.
  We are happy to hire an electrician to reinspect and ensure the lighting meets required standards. However, if the inspection report confirms there is no code or safety issue, Wendy may be responsible for the cost of the inspection. If any safety or code issue is identified, we will address it promptly. Please confirm if this is a desired step.
  
  5. Pool Deck & “As-Is” Clause
  The deck’s condition was disclosed at move-in and is covered by the “as-is” clause in the lease. The owner is not willing to upgrade the deck at this time, and this position remains unchanged.
  
  6. Retaliation & Lease Offers
  Repeated lease termination offers were made not as retaliation, but because the owner is not willing to invest further in the property and Wendy has expressed ongoing dissatisfaction. This is a good-faith effort to offer an alternative, not a forced removal, and remains the only compensation the owner is willing to accommodate.
  
  
  Conclusion & Next Steps
  We have reviewed all documentation provided to date and have found no evidence to support reimbursement for HVAC or other expenses. We remain open to reviewing any new documentation that directly links a financial loss to the utility bills, once we are able to get a baseline of the usage when an issue is not present.
  Please let us know if you have additional documentation to submit or would like to coordinate an inspection.

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23400433
  
  
  To date, no adjustments have been made to my high power and water bills, despite repeated communication. The initial power bill and the first two water bills remain inaccurate due to HRG’s failure to address the matter in a timely manner. These bills have been submitted to HRG multiple times and are attached again for reference.

  Additionally, I am requesting compensation for the time and effort spent cleaning the refrigerator, which was in an unacceptable condition upon move-in. I notified the property manager via text regarding the presence of bugs in the refrigerator prior to moving in. The issue was acknowledged but not addressed, leaving me to clean it myself. Documentation of this communication is attached.
  

  I am also requesting compensation for the period of approximately 15 days during which the HVAC system was non-operational. During this time, indoor temperatures consistently reached or exceeded 80 degrees both day and night, creating an unlivable and unacceptable environment. While outdoor temperatures may be cited as a factor, that is irrelevant—I am providing documentation of the actual indoor temperatures, which clearly demonstrate the severity of the issue.

  Please let me know if any additional documentation is required to process these adjustments. Additionally, confirm the appropriate email address I should use to send this information for backup resolution.

  
  
  
  Sincerely,
  
  
  
  Wendy Walter

• Initial Complaint

  Date:05/30/2025

  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.

  On 5/28 I submitted an application for a property of Home River Company and the $75 application fee. I almost immediately got a message back stating that they were sorry they are reviewing another application at the time. I requested a refund for my application fee and was denied and made to believe it was a first come first serve situation and they were reviewing all applications. The next day (not even a full day later) the home was off the market meaning they were not just reviewing appliancationa they were clearly actively processing an application and collecting a security deposit and getting a lease signed meaning my application was NEVER considered. I messaged the company about this and was basically told thats how it goes but look at our other properties when none of the other properties match the description of the one I applied for. As if I would be so eager to apply for another place with a company that collects application fees knowing they fully intend on proceeding with other applicants leaving people out of $75 application fees. This incident is a blessing in disguise though looking through these complaints of the business. Home River Group and ******* ***** you should be ashamed

  Business Response

  Date: 06/12/2025

  Thank you for bringing this to our attention.
  Ms. Jerricka Scott applied to the property located at 3739 Newark on May 28, 2025. On May 29, 2025, she was informed via the application chat that the home had already been leased. That same day, HomeRiver Group refunded the full $75 application fee to Ms. Scott.
  We understand how disappointing it can be to miss out on a desired home. Properties can be leased quickly, and in many cases, multiple applications are submitted in a short period. While we strive to communicate status updates promptly, we also want to ensure that applicants are not unfairly charged when a home is no longer available. In this case, we processed the refund as a courtesy and quickly.
  We sincerely apologize for any frustration caused and hope this clarification helps. We wish Ms. Scott the best in her housing search.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began leasing from HomeRiver Group on the 26th of February, I was given a move-in checklist to notify them of any potential issues with the property with a picture and short description.I did an entire walkthrough with pictures flagging multiple issues I saw. One of which was the garage. This was all done and submitted on March 4th, 2025. A 3rd party maintenance team reached out to me and came by on the 12th of March. They did a walkthrough with me fixing most of the issues I had flagged. But when I showed them the garage, they told me there was nothing wrong. I showed them the garage lurching and sputtering, but they insisted WD-40 was the answer. Quickly spraying the tracks and leaving the can for me to have. However, even after spraying, I knew something was ******** recently, on May 19th I had to clock in for work, and had my car in the garage which according to the 'professional' team was completely fine. Only for the garage to lurch and slam down broken and unable to open manually.I called HomeRiver to try and get this fixed quickly as it was an emergency and recieved no answer even well within business hours. I even called the men who came out before, to no avail. Then upon finally getting an answer I was provided a number to the 'emergency hotline' who slowly took my information and left me on hold so long that I ended up having to **** to work and hire a repair service on my own to get my car out of my own garage all due to an issue that HomeRiver ignored and dragged their feet about. I inconvenienced myself trying to stay on the line despite having to clock in, and they hung up on me. I paid $386.42 in total. I reached out to them same day about removing that from the rent and to expedite the process. They've yet to respond over a week later with a solid answer.I have had nothing but sluggish, insufficient, rushed, and sloppy customer service and response time from **********************. I would never recommend them to anyone as it stands now.

  Business Response

  Date: 06/11/2025

  e appreciate the opportunity to respond to *** ***** concerns.
  *** **** reported a garage issue on May 20th, and our team promptly dispatched a vendor the same day to assess the situation. According to our records, the vendor made contact with *** ****, who indicated that he would handle the matter himself. Based on this, our work order was closed on May 22nd.
  We understand that *** **** later submitted a receipt for a garage repair. However, the receipt did not include details on what was repairedonly that the work is covered by a two-year warranty. For recordkeeping and accountability purposes, we kindly request that any receipts submitted for reimbursement or documentation include a clear description of services rendered.
  We are committed to providing responsive and transparent service and regret any inconvenience experienced. We are happy to keep this issue on file with the warranty receipt *** **** provided and are available to assist further if any new issues arise.

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have received the reimbursement  for the garage issue, as well as the removal of all incurred late fees while I was waiting for their response.

  Although this issue has been resolved, I read their response to you in regards to the details of the issue; and quite frankly I'm absolutely appalled at the amount of falsehoods in their recounting of the way the events unfolded. I reached out to them on the 19th of May, not the 20th. Also, no vendor of any kind reached out to me, and I definitely didn't speak with anyone telling them I'd handle the issue myself. They didn't come out the "promptly the same day" by any means. In fact, I didn't receive any sort of action from them until I reached out to you guys, and they didn't even respond to you the first time. I was forced to **** to work and pay out of pocket to fix the garage due to their lack of response as I detailed in my complaint; and this isn't the first time an issue like this has occurred with them unfortunately. I gave them the benefit of the doubt and called their "maintenance emergency hotline" only to be kept on hold for half an hour and hung up on shortly before having to clock in for work. 

  The Invoice clearly states the charge for the "new gear" and there was no work order opened to be closed on the 22nd as they claim. I have all of this proven with documented evidence. They kept emailing me for weeks on end telling me they were "reaching out to the maintenance team" and would have a response for possible reimbursement, with no actual progress. As you can see from their responses, HomeRiver Group has shown nothing but a complete lack of professionalism, and integrity as a company. Responding in a way that guards their reputation and lying on a loyal tenant in the process, only responding when said reputation is on the line.  I recommend that no one ever rents from this company as long as they are in this state, and my opinion of them remains the same. Extremely negative; somehow my trust for them has gone even lower as my assumptions have been proven correct. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/27/2025

  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 am filing this complaint against HomeRiver Group Missoula for misrepresenting key information during the leasing process for my current office rental at **************************************************************************Before signing the lease, I specifically asked about the tenants in the upstairs unit, as noise and environment were important factors in my decision. I was told that it was a young family and their baby. I am a mental health therapist who works from home therefore based on that representation, I agreed to rent the space. After moving in, I discovered that the information provided was false. The unit upstairs was rented to a a family of 6- three toddlers under 5 and a newborn. These conditions have caused ongoing disruptions to my business and wellbeing and would have influenced my decision had I known the truth. I consider this a deceptive and unethical business practice. Since I moved into the unit in November, I have lived in persistent and distressing noise of the kids running with no play mats or carpet. I am woken up 3x times at night a week due to running and thumping then resuming again at 6:30am. My counseling business has significantly diminished due to the thumping causing distress to my clients via **********. I am concerned for my wellbeing, as well as is my therapist. I I have tried everything in my power to cope, noise canceling headphones, earplugs, anxiety medication, moving rooms however my nervous system is now so fried I am experiencing extreme and disabling mental health symptoms including insomnia and thoughts of self harm. HomeRiver Group told me that there is nothing they can do and suggested either I break the lease or move into another unit in several months when one becomes available.I am requesting a reasonable partial rent reimbursement and dissolving the lease due to the impact this has had on my livelihood and wellbeing. I also hope the company updates its leasing practices to avoid misleading future tenants.**I can provide videos of noise.

  Business Response

  Date: 06/02/2025

  We have been told the tenant has given their 30 days notice to leave the property now. 

  ********* *********
  4:43?PM (0 minutes ago)
  
  
  to ******, me
  
  
  
  
  
  
  
  
  
  Thank you *****! I cant express how deeply I appreciate your understanding for my experience. Please consider this to be my 30 days notice as of today. I intend to leave the unit clean and ready for the next tenant. I have ccd ****** as well so she is aware. 
  
  

  Our initial responses

   

  Elizabeths concerns have been carefully reviewed, and while we understand her frustration, the nature of her complaint does not reflect a lease violation or management oversight. She is residing in a main-floor apartment within a multi-unit building, where a certain level of noise transfer between units is both expected and unavoidable as neighbors go about their daily routines. Additionally, as leases turn over, the makeup of neighboring tenants may change, which can bring with it different but typical levels of noise.
  The property manager has responded promptly and professionally to Elizabeths emails and phone calls regarding the noise concerns (see attached correspondence). In an effort to support her, she was offered alternative solutionsincluding the opportunity to move to another unit or to provide notice so we could work to re-rent her current apartment and mitigate the remainder of her lease term. ********* declined both options, sharing that she enjoyed living in the home.
  I attempted to speak with ********* today to follow up and was unable to reach her. I followed up via email to let her know that, after speaking with the property owner, they are willing to allow her to terminate her lease with a 30-day written notice rather than holding her to the full term through August 12, 2025.
  We remain committed to working with ********* in a fair and compassionate manner and hope this provides a reasonable path forward.

• Initial Complaint

  Date:05/21/2025

  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 the same apartment for 6 years. I have previously waited weeks, if not months to fix a washer that flooded my apartment. Now, I have been without a fridge and freezer for 16 days (to date). The vendor came and looked at it two days after I let HRG know it wasnt working. He said it had a Freon leak and it will be as expensive to repair as it is to replace. Never heard a word from *** about next steps. I have reached out on 4 separate occasions, with no response. I also reached out to the vendor to see if they knew next steps. They had also received no response from ***. I have a CHILD and a dog, both of which require refrigeration for their MEDICATION. I have explained this, with no response. Based on the other 602 complaints against this company, it appears that this and a number of other issues continue to happen, with nothing but we sincerely apologize AFTER a complaint is made here. This is absolutely unacceptable. Due to *** not performing regular maintenance on their appliances in the 6 years I have lived here, (with the exception of vacuuming out the dryer vent), we lost $793.03 in food. And now were supposed to live out of a cooler with ice that melts everyday and fills any food containers or leftovers we try to store in the cooler with water, let alone the MEDICATIONS? There is zero communication or solution provided by ***, when the responsibility falls solely on them. Filing my complaint here as that appears to be the only way to get any response from ***.

  Business Response

  Date: 05/27/2025

  HRG response regarding the appliance concerns at the property. *** did receive the report about the clothes washer not functioning, and we promptly assigned one of our trusted third-party appliance vendors to assess and repair the issue. Once the necessary parts arrived, the repair was completed as quickly as possible.
  More recently, ****** submitted a maintenance request regarding her freezer not working. We again engaged the same appliance vendor to evaluate the issue. After receiving the repair estimate, the property manager obtained approval to replace the refrigerator altogether, ensuring a quicker and more reliable resolution for the tenant.
  We understand the tenant expressed concern about not receiving responses to multiple outreach attempts. We take all tenant concerns seriously, and the property manager will be reaching out directly to the resident to discuss the situation and ensure open communication moving forward.
  A new refrigerator has been purchased and is scheduled for delivery today. We appreciate your understanding and continued partnership as we work to provide timely and effective service to all residents.

• Initial Complaint

  Date:05/19/2025

  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 created a work order for my ** unit not working on May 2nd, 2025. On May 6th, 2025 a vendor came out and looked at the ** unit diagnosed problems sent over an estimate for that along with an estimate for the ** unit being replaced. Received no update on timeline on the process moving forward was just told from the 3rd party group that relays the information that we will notate this issue as Urgent and send it over to the dispatcher, and were sorry for the inconvience. At this time it is 77 degrees in my house. Fast forward to a week later it is now 81 degrees in my house I have another vendors come out on Wednesday May 14th, 2025 they diagnose the problems and give estimate for repairs to get the unit up and running, along with replacement of the unit and HV** system as all of this equipment is from 1997. Home River Group says that they would like another vendor to come out and give another quote, after multiple phone calls and complaints they have approved for the unit to be replaced with **** Property Maintence, the technician was supposed to be out between 12-4pm on Friday May 16th, 2025. When I called in I was told that the unit was available for pickup at noon but they have nobody scheduled to do the work. I have called this morning on Saturday May 17th, 2025 and still no one is scheduled to do the work even though the work order has been approved for the work to be completed. Its still 81 degrees in my house and still can not get an answer for when a technician will be out to complete the repairs, we are on Day 15 and counting of dealing with this issue.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and discomfort this delay has caused. At HomeRiver Group, we take all resident concerns seriously and appreciate the opportunity to provide additional context regarding this service request.
  On May 2, 2025, the resident submitted a work order for an inoperable **** system. Our records show that an initial vendor visit occurred on May 6, and a detailed estimate for repairs and replacementtotaling $11,505was received on May 14. Per our standard procedure, and at the owner's request, we sought a second estimate to ensure cost effectiveness and to provide options for resolution. The second estimate was obtained from **** Property Maintenance and submitted on May 15.
  The property owner approved Lulas estimate on the same day, May 15, and **** confirmed they would take on the work. Due to the scope and complexity of the **** replacementwhich requires multiple days to completecoordination between the residents availability and vendor scheduling was essential. Unfortunately, the resident was not available for installation on May 23 or May 24, the earliest dates **** could accommodate.
  The next available date for **** to begin the installation, based on both technician availability and the need for uninterrupted access to the home, is June 2, 2025. We understand this is not ideal, especially given the rising temperatures, and we are truly sorry for the delay.
  We recognize that clear communication and timely service are critical, and we are reviewing our processes with third-party vendors to ensure better alignment and responsiveness in situations like this moving forward. We will continue to monitor this work order closely to ensure the installation begins on June 2 as scheduled and is completed efficiently.
  Thank you again for your patience and for allowing us the opportunity to respond.

• Initial Complaint

  Date:05/19/2025

  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.

  Since May 1st, 2025, my family and I have been trying to pay our rent multiple times. The first attempt was returned back to our financial institution for insufficient funds, in which the bank informed us of a negative balance of 66 cents after payment was initially made. The second attempt we had made sure there was enough funds in the account to cover. After the submission of the second rent payment, there was a remaining balance of $29 positive in the account. They promptly returned the check again for insufficient funds. We made several attempts to resolve the issue, but the call center told us they have to make a request for their "Senior" Coordinator to call us back, in which we have received no call back from anyone. I have documented evidence to report to anyone at the Better Business Bureau if requested.

  Business Response

  Date: 05/20/2025

  Weve reviewed your account carefully, and all charges appear to be accurate. Three payments submitted in May 2025 were returned by your bank due to insufficient funds. While we understand there was a positive balance shortly after two of the payments, banks may have other holds or pending transactions that affect the available balance when the transaction is actually processed.
  
  We know this has been frustrating, and were sorry if you didnt receive a callback from our support team as expected. Thats not the experience we aim to provide. That said, we didnt find any fees on the account that would be eligible for a waiver since all returns followed our standard payment policies. If you have documentation from your bank that shows otherwise, were happy to take another look. We're here to help and want to make sure everything is resolved fairly.

• Initial Complaint

  Date:05/16/2025

  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 was a client of a previous company that HomeRiver Group bought, and it was downhill from there. The first thing they did was fire my property manager who was great, and then put in an inexperienced person who didn't even communicate with me. Later, after 15 years renting out my property, HomeRiver Group dropped me like a hot potato after I told them I was going to sell the property. They dropped me when I needed them most - the time when the property was vacant until I had the closing. This is the exact time when an out of state owner like myself needed help at the property. I found out when I asked for their help to assist me in fixing some maintenance issues before closing. They refused to help because they already "closed the account." I couldn't believe it. I never told them to close it out and being under contract does not mean the sale is guaranteed to happen, and/or I may decide to de-list the property and rent again. They also lied to me several times during that time. Also, despite what they say, they are not a full service management company. They don't even manage utilities for you between tenants. Also, about a two years ago, when a tenant put in a ticket for the ***** their "maintenance manager" quoted me 10 grand to replace the entire system. I didn't accept that and got my own contractor. The system only needed a $100 part to fix it! They dropped me without telling and still haven't paid back my $300 "portfolio minimum."

  Business Response

  Date: 05/27/2025

  We apologize for any inconvenience and misunderstandings caused for the client. The end of management date was set for 5/31/25 and that is normally when the $300 deposit would be processed and refunded. We are going to accelerate the time table per the client's request and close out the account earlier so we process the $300 refund. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23337644
  
  I am rejecting this response because I want an explanation for why I was just dropped and not provided management support which you just acknowledged was through 5/31/2025.  Why was I dropped weeks before that? Why was I lied to? I was a client for 15 years.
  
  Sincerely,
  
  Gaaron ******

  Business Response

  Date: 05/28/2025

  We understand that the transition from property management to the sale of a property can be a stressful time for an owner, and we regret that the owner feels dissatisfied with the handling of her property during this period.  However, we would like to clarify our company policy and correct several inaccuracies  
  Our companys property management role concludes once a tenant vacates and the owner decides to list the home for sale with an outside real estate brokerage. At that point, all coordination, repairs, and preparations associated with the sale of the property become the responsibility of the listing agent and the owner and the property management agreement is terminated.  This was communicated to the owner and we have been open and transparent in that communication.  
  This policy exists to avoid conflicts of interest and provide a clear delineation of responsibilities between the property manager and the sales agent.  The owner was informed of this policy prior to her decision to list the property for sale and was not misled at any point. We respectfully disagree with the allegation that she was lied to.  
  We understand the owner would like additional services beyond the scope of our agreement and policy, but for the reasons mentioned above we must adhere to the terms of our agreement and remain fair and consistent with all clients.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into one of there properties in ************, IN last years in July. I was involved in a domestic violence incident at this property which forced me to move from this residence for my safety and safety of my children. I provided all legal documents of why I needed to move. And they illegally charged me an early termination fee and exhausted my security deposit of $1900. I reached out to the property manager and again provided legal documents as to why I needed to vacate the property. I was informed that they removed the early termination fee. I was then sent a letter which was my move out summary, this company trumped up charges that they claimed were damages to this property to further withhold my security deposit. I then sent the property manager my move in summary and photos that these damages were already at the property when I moved in. The property manager stated that she would fix my move out summary, and send me a final invoice. Homeriver group is only willing to return 1/3 of the $1900 security deposit with no proof that damages where done to the property or repair receipts that this damages where repaired at the cost of the move out summary stated. I believe that this company is trumping up the cost of the repairs to keep my security deposit. I have attached move in photos and move in summary as well as move out photos below. It would not allow me to add all of my photos but would be happy to email them to another email

  Business Response

  Date: 05/20/2025

  HomeRiver Group (HRG) has reviewed Ms. ********** complaint and would like to offer the following update.
  
  
  The property owner and HRG were very sorry to hear about the difficult situation Ms. Anderson experienced through her domestic dispute.  Regarding the early termination penalty, Ms. ********** Property Manager had already informed her that this charge was on her ledger due to HRG protocol but would be removed upon receipt of the necessary documentation or owner approval.  Ms. Anderson did provide sufficient evidence, and the charge was removed from her ledger prior to receiving her complaint.  This was already communicated to Ms. Anderson by her Property Manager and prior to receiving the complaint, so no further action is needed on this matter.
  
  
  Given the increased communication and threats of legal action from Ms. ********, HRG also re-evaluated the additional charges on her ledger with the property owner.  Out of sympathy for her circumstances and hopes to end the conversation, the owner agreed to credit her $200 towards cleaning, $189 for the blinds, and $128.25 for the closet door replacement.  The remaining charges are considered legitimate and will stand based on her move-out evaluation.  The most significant charge of $357.75 is for the front door slab replacement.  Due to the extensive damage to the door during Ms. ********** tenancy, a full replacement was necessary for property security.  This charge, along with the others, are documented, and the reasons can be clearly explained through the move-out evaluation, supporting documents, and photographs.  HRG can provide these details if further clarification is required.
  
  
  The owner has been understanding of Ms. ********** situation.  However, he does not believe he should be responsible for the damages and cleaning needed to restore the property to the condition it was in when Ms. Anderson moved in.  Both the owner and HRG are confident that the remaining charges are Ms. ********** responsibility and have been appropriately applied to her ledger.
  
  
  Please let us know if you have any further questions regarding this matter."
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23325198
  
  I am rejecting this response because:?I am rejecting this response because: they continue to charge me for a deep cleaning fee of the appliances when this was the condition of the appliance when I moved in. There were nets in the refrigerator , the refrigerator was already soiled, and reeked of a foul odor upon my move in. Which is stated in my move-in summary below. As pictured in the last photos, the refrigerator was thoroughly deep cleaned upon my move out. The oven was in poor condition as I moved in as well. I feel as if company trumped up charges so they could keep the remainder of my deposit. I understand that I am responsible for some of the damages that were caused from my move out, but what they are failing to admit is that I paid two months rent in advance when I got my taxes, which was for April and May and I was forced to move out April 14, due to circumstances that were not of my own. I provided all information that they needed. I never asked for the remainder of my Aprils rent just for my security deposit to be returned to me. I asked them to return $1275 of my deposit that was originally $1900. I do take accountability and ownership for the repaint of the property, and also the door charges. But if they send my move out summary, you will see the charges that they added, and also see why I threaten to obtain legal representation. what the owner is failing to state is that I have also had several issues with him that I had to contact the ***************************************** just to get him to fix issues within the property while myself, and my children were living there. We went without hot water for nearly 2 weeks because the owner did not want to pay the company he had come out to fix the issue. My hot water heater was rigged up and the certified plumber that came out deemed get unsafe for us to continue to run gas to this water heater that could have possibly blown up by myself and my children were there. The certified plumber turned off the gas to the water heater. That is what left us without hot water until the owner came and fixed it which was about two weeks later. I had to boil water on top of a stove just to bathe myself and my children because the owner did not want to pay this company the price that they were asking to fix the rigged up water heater. All Im asking is for the return of $1275 which I feel is rightfully mine. I feel like that this company is taking advantage of a single mother in a terrible situation. I also feel like what they are doing is unjust and more people need to speak up about these companies, taking advantage of people. And all I feel like this property was unfit for me to move in and I stated so to several emails to my Property Manager. Which this company and the owner use the fact that I was under lease with them and that if I move, I was entitled to pay early termination fee so instead of moving, I tried to honestly make the property suitable for myself and my children, I was a great tenant, and I feel like they are taking advantage of my situation
  
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/29/2025

  HomeRiver Group (HRG) and the owner of the property is again very sorry about the circumstances that led to Ms. ********* departure from the property.  We took steps to ensure she could terminate her agreement and leave the home as quickly as possible.  While we sympathize with her situation, we believe the damages charged and deducted from her deposit are in accordance with the lease agreement and are not mitigated by these circumstances.
  
  
  We understand there were maintenance concerns during her tenancy; however, these were addressed and are separate from the move-out charges in question. The move-out inspection photos clearly document damages requiring repair that were not present at the time of move-in.
  
  
  Regarding Ms. ********** concern about inflated charges, all damage costs directly resulting from the tenancy were charged based on the vendor estimates we received.  We did not inflate these costs, and the vendor pricing can be verified in the estimates previously provided to Ms. ************************ reviewed the remaining $200 worth of cleaning again with the owner.  In hopes that Ms. ******** can now move forward with her life, the owner agreed to waive the full cost of cleaning the property. While we are sympathetic to Ms. ********** situation, the owner and *** maintain that we are not responsible for covering the tenant-caused damages.  No further concessions will be made

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I would like my refund check of the $948 sent to me within 5 business days.
  Sincerely,
  
  ***** ********