Complaints

This profile includes complaints for HomeRiver Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HomeRiver Group

  12906 Tampa Oaks Blvd STE 100 Temple Terrace, FL 33637-1154

• 

  HomeRiver Group

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

• 

  Property Frameworks

  6365 NW 6th Way STE 200 Fort Lauderdale, FL 33309-6162

• 

  Home Encounter

  950 S Pine Island Rd STE 1009 Plantation, FL 33324-3918

• 

  HomeRiver Lake Havasu

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

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:05/13/2025

  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.

  We are tenants at ***************************, managed by HomeRiver Group on behalf of the property owner (*******************). We have experienced persistent and unresolved problems with water utility billing and basic property management for well over a year.The water bill, which is managed under the landlords name, has inexplicably increased to nearly $500/month. Despite numerous written and verbal requests, HomeRiver has failed to provide clear billing statements, usage records, or any legitimate explanation. Our own attempts to contact Salt Lake City Utilities were blocked because the account is not in our name.On top of that, we have received repeated shutoff warnings and, at least once, a temporary shutoff due to HomeRivers delayed paymentseven though we have been paying the charges they apply to our ledger. When we requested a leak inspection, they delayed and dismissed our concerns for months. City utility personnel later identified a likely internal leak and abnormal meter activity, but HomeRiver did not follow through.HomeRiver also failed to respond meaningfully to a respectful letter sent directly to the property owner. At one point, they deflected our concerns by calling our emails escalatory and limiting us to written communication, without offering any real help. To this day, we still have not received a transparent explanation, proper documentation, or accountability.This has caused significant stress, financial burden, and degraded living conditionsissues that could have been resolved with basic communication and proper property management.We are filing this BBB complaint because HomeRiver has not acted in good faith, despite being repeatedly informed of these issues over many months.

  Business Response

  Date: 05/20/2025

  Regarding the increase in water charges: The increase in water costs experienced by the tenants coincided with a city-wide increase in water rates imposed by Salt Lake Utilities. This was an external factor affecting all properties in **************, and not an isolated increase applied solely to this property. Furthermore, our records indicate that there are currently five adults residing in the home. The water usage observed is consistent with that of other properties we manage with a similar number of occupants.
  Regarding plumbing inspections and usage: In response to concerns about high usage, we dispatched a licensed plumber to the property multiple times to inspect the water meter and plumbing system. The plumber conducted thorough checks, including replacing all toilet flappers as a precautionary measure. Each inspection confirmed no abnormal meter readings or plumbing issues, either inside or outside the home. All findings from these inspections were communicated directly to both the tenants and the property owner. Given the repeated professional assessments showing no irregularities, the owner has opted not to authorize further plumbing inspections at this time.
  Regarding the two-month charge: There was indeed one instance where the tenants were charged for two months of utilities simultaneously. This occurred because a prior month's charge was inadvertently missed. To prevent service interruption (as the account was late and subject to shut-off), our accounting department made the necessary payment. We discussed this situation thoroughly with both the tenants and the owner, clarifying that the two-month charge accurately reflected the total outstanding balance owed for the period.
  We believe that our actions have been transparent and appropriate, reflecting both the external utility rate changes and diligent efforts to address the tenants' concerns about consumption. We are committed to fair and accurate billing practices and have provided all available information to support the charges in question.

• Initial Complaint

  Date:05/13/2025

  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.

  Company failed to replace fridge for 3 month, also 3 months to replace dishwasher, and 8 months remediate black mold.They violated Washington state renters rights on more than one occasion.We were finally forced out after waiting 8 months for mold mitigation and the company will not return our full deposit.The company blames the owner and the owner blames the company for withholding funds. Furthermore, while waiting for mitigation they removed the air scrubbers because the owner refused to pay for them leaving defenseless in regard to Mycotoxins. Additionally the landlord sent a guy who bleached the mold and left us to inhale the bleach fumes.Management is inconsistent and changes regularly. Meaning issues are pushed off to new employees and restarted constantly. They advertise as local but local management always says there is nothing they can do as everything is handled out of state or country.Once we were able to find new housing and move out, they did not send us move out information and charged us for cleaning we did not know was needed. Additionally, the cleaning we were charged for included bathrooms that needed to be remodeled and appliances that needed replacement.After receiving a partial deposit and speaking to local management it was clear no actuall cleaning took place. They charged us an estimate to be used later after they have done the construction and mitigated the mold With no regard or consideration for what we had already cleaned.Charged us for hauling fees when no hauling was needed. Charged for light bulbs when all bulbs were replaced.Charged for paint scuffs when we were told not to worry about the walls and we on the premises for more than 10 years. Which should exclude us from paint charges per renter laws.They sent vendors that needed to access the interior is the home without scheduling with tenant.After moving out they harassed us with rent reminders and did not remove us as the responsible party on utilities.

  Business Response

  Date: 05/22/2025

  We strive to ensure that all residents have a positive experience, even after move-out, and its never our intention for anyone to feel dissatisfied with how their security deposit is handled.
  While our records do not support the majority of the claims made by the former resident, we take all concerns seriously and have thoroughly reviewed the matter. According to our documentation, the property owner authorized a $400 deduction from the security deposit for cleaning, as the home was delivered in a clean and move-in ready condition. The remaining balance of $795 from the $1,195 deposit was returned to the resident via check #****, issued on April 24, 2025.
  No additional deductions were made beyond the cleaning charge. Supporting photos of the property's condition at move-out were also provided to the former resident to substantiate the cleaning cost.   Although we withhold damages based on estimates provided by our vendors, final invoices will be sent to the resident upon receipt and if any difference is accounted for with revised accounting to the former resident.
  Our local team and office in ******* are available to support our clients and residents with an extended team available after hours. While we have made every effort to address and resolve this matter fairly, we are unable to issue a refund for damages without the consent of the property owner who is the decision maker in these matters.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23321774
  
  I am rejecting this response because:
  
  Thank you for your response.  My apologies for not answering the phone as I usually dont answer numbers I dont recognize.
  
  Please update my response as follows.
  
  I do not agree with or accept the response.
  
  I have extensive records that support all my claims and stating that the majority of my claims are unsupported is grossly inaccurate and upsetting.
  
  While this company claims they have local representatives it is near impossible to reach them.  Most emails and correspondence has been farmed out to **** and they rely heavy on auto generated responses and communications.  Local management consistently says theres nothing they can do. Furthermore, a simple check of maintenance requests and completions in their maintenance portal can confirm the amount of time it took to replace appliances. 
  
  That being said, it is no surprise they cannot confirm documentation for other issues as we have been through multiple local property managers as well as regional managers (6 different local people in two years, there is no consistency), and much of the correspondence was via email to these different individuals email accounts, and it is clear whoever answered this dispute did not look for the information.
  
  Case in Point, The last regional managers information I was given was either incorrect from our they purposefully did not respond.
  
  I would avoid this company at all costs and this was my last attempt at communicating with them before pursuing legal action.
  
  This is about more than returning our deposit, it is about the neglect and breaches of tenant law that took place when mitigating the mold and replacing necessaryappliances. 
  
  Essentially we were forced to move and It is clear they wanted us out of the house as the rent for this property has increased by more than $1000 a month when it was relisted.  Furthermore, I doubt the mold mitigation was done correctly, if it was done at all.

• Initial Complaint

  Date:05/13/2025

  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 been living in the rental property through Home River Group. With ***** **** as my property manager. It is extremely difficult to get anything done maintenance rise. My downstairs sunroom had mold from flooding that has yet to be fixed and cleaned. My bedroom ceiling has water damage and cracking due to a leek in the roof. They patched the roof but left the damage. My tub and bathroom toilets have clogged multiple times, each time someone who doesnt speak English has came out to fix them. The last time me being told it was just hair and to get a hair stopper. I purchased the stopper just for the same thing to reoccur. Just to be told someone will be out with a scope and camera to look at the problem. Took them 2 weeks to send somebody out. The man came out and was there about an hour and I was told the line was clear. Didnt think to check my toilet because I assumed the work had been done. Just for my toilet to still be clogged. Now I have mold in my basement , bowl and sewage build up in the toilet going on a month now.

  Business Response

  Date: 05/19/2025

  HomeRiver Group (HRG) has reviewed Ms. ******* complaint and would like to provide the following update.
  
  
  Our records show that Ms. ***** has submitted three work requests with similar concerns.  The details of these requests are as follows:
  
  
  * On January 19th, Ms. ***** submitted a work order titled "Tub Draining Slowly," which was subsequently resolved.  Property Manager ***** **** received the request and dispatched a vendor who snaked the drain to restore proper drainage.  The invoice for this service is attached for your reference.
  
  
  * On April 4th, another work order was submitted for a similar issue, titled "Tub or Shower Clogged."  This was also resolved.  Property Manager ***** **** again received the request and dispatched a vendor to snake the drain.  The corresponding invoice is attached.
  
  
  * Most recently, on April 24th, Ms. ***** submitted another work order concerning the same issue.  Property Manager ***** **** once more dispatched a vendor who addressed the problem by snaking the drain.  Photos of the cabling  for this completed work are attached.  Additionally, please find a screenshot from Ms ***** acknowledging the resolution, as uploaded by the vendor.
  
  
  Ms. ***** later sent an email indicating that the issue persisted after the last vendor visit.  She stated that she did not notice the problem again until she accessed the basement sometime later on.  In response, Property Manager ***** **** created a new work order and assigned it to the vendor to conduct a more thorough review of the entire drainage line system in hopes to address this recurring issue permanently.
  
  
  In line with Ms. ******* request for a "repair," the situation is currently underway and progressing towards her desired resolution.  HRG and the owner kindly request Ms. ******* patience while the remediation process, as arranged by her Property Manager, continues to move forward.  Ms. ***** has been consistently updated on the status and progress of her concerns through her online tenant portal, the work requests she submitted, and direct communication with her Property Manager.  The owner and HRG look forward to an end to this issue for all involved.
  
  
  Please let us know any follow-ups on this topic."
  
  

• Initial Complaint

  Date:05/13/2025

  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.

  It has now been three weeks without A/C in our unit and it is nearing the 80s and 90s outside. They have been telling us certain days they would come out and fix it but then the repair men don't show up at all, or show up the next day, unannounced and tell us that either they have to get someone else to do the repair, or they have to take measurements of a space. I have been told IN PERSON by the repair people that the A/C would be fixed by friday of last week (5/9/25) they did not show up until that Saturday, took out the air filter from the A/C and said it would be completed by today (Monday, 5/12/25) they have yet to show up, and never sent a preemptive message to say they would be here. Soon, the temperature inside the building will reach inhospitable conditions and there is no way to contact the landlord or repair men, as they do not have any direct phone number for us to call and discuss this matter.

  Business Response

  Date: 05/19/2025

  HomeRiver Group (HRG) has reviewed Ms. ******** complaint and would like to provide an update.
  
  
  We understand Ms. ******** frustration regarding the lack of air conditioning; however, the issue was addressed and has been fully resolved.  Prior to receiving the complaint, the owner approved an estimate exceeding $9,000 for a new A/C unit, and the work itself was completed.  As a result, Ms. ******** air conditioning is now functioning effectively, even better than when she initially moved in.
  
  
  Throughout this process, Ms. ****** received updates on the status of her work request through her online portal, via Meld, and through direct communication with her Property Manager, ***** ****.
  
  
  Given that the estimate was approved, the work was completed, and updates were provided before Ms. ******** complaint was received, both the owner and *** consider this matter fully resolved.
  
  
  Please inform us if you require any further information."
  
  

  Customer Answer

  Date: 05/20/2025

   
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/13/2025

  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 am currently a tenant living in a home managed by Hone River Group. I paid rent for the month of May 2025, however the company is still charging me daily late fees. They have my rent, and an additional 54 dollar charge to be able to use their online portal. As each day goes by I am charged additional late fees. When I call their offices there is a message stating to call back during business hours, even though I call between the hours of 9 am and 5 pm on weekdays. The recording they provide asks the caller to leave a message and they will return your call, but after their recording ends the call ends. I am still being charged daily late fees and it seems the company is purposefully out of reach. They have also locked me out of their online portal so I am unable to pay anything towards the late fees or next months rent. I feel this will be a problem when it comes time to pay the rent next month.

  Business Response

  Date: 05/20/2025

  We were contacted yesterday by both the tenant and the owner regarding a recent payment issue submitted through the maintenance portal.
  
  The tenant initially made a payment on May 6, 2025, which was later returned due to non-sufficient funds (NSF). Before we were notified of the failed transaction, the tenant accessed the portal and submitted a second payment on May 8, 2025.
  
  After the second payment was processed, we received notice from the bank that the original May 6 payment had bounced. As a result, late fees were automatically applied for the period between May 6May 8, along with a $30 *********** fee. The tenants portal access was temporarily disabled due to the returned payment.
  
  We spoke with the tenant yesterday, restored her portal access, and removed the additional late fees as a courtesy. However, the $30 service fee remains, and the tenant has been informed that it is still due.

• Initial Complaint

  Date:05/06/2025

  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.

  There were several incidents with this company that forced me to relocate. Upon initial move in i was having a massive buildup on my dishes. I personally cleaned it and it still has issues which is when I contacted the maintenance. It damaged multiple dishes on which i had to throw out. There were multiple times that maintenance had to come and they refused to replace the appliance so I dealt with damaged dishes for 3 months. March 1, March 22, May 22 and was finally resolved until May 23. The more concerning issue was more recent where my clothes started to get burned and marked. I had about 4 sets of my children's pajamas, 4 of my hoodies, 6 comforters, 10 leggings, 5 bras, and countless underwear burned and branded from the dryer vent. The initial complaint was nov 4, the part was on back order, it was replaced dec 12, the issue started again jan 14, then fixed a few days later. But the issue kept coming back and destroyed more clothes. When I asked for damage compensation the manager gave a simple no and did not reply to any other content in the email. During their annual inspection they found the water heater leaking dec 19. They did not follow up. I submitted a work order for this to be fixed jan 15. When I moved out I submitted another work order to fix the base board and carpet that was damaged from the leak. They fixed the board and not the carpet. I also had a $600 puzzle damaged due to this. That i did not expect anything from as I was laughed at prior. Upon move out the lease asked to get a professional cleaner and carpet cleaner which i did (including the mold from the leak of their appliance). They still charged me $1250 out of my deposit and only refunded $550 of the $2495 owed. There was another charge of carpet repair with no description and hole patching and paint which I also did prior to move out. I had received matching paint from their maintenance man for me to do this. This company lies, cheats, and steals from their tenants.

  Business Response

  Date: 05/19/2025

  Thank you for bringing this to our attention!  All claims for damaged items would need to be handled by your renter insurance provider and we would be happy to help with any documentation that they would need if you let us know.  In relation to your Deposit return I have reviewed all of the documents related to the move out and have determined that all charges are within the guidelines outlined in your lease agreement and the proper documentation has been provided.  If you would like to visit more about this please feel free to reach out to me directly at ************************************************************

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in to this property in 2016 and I was the individual who placed the deposit.Over the years, I had stayed on this lease with various individuals joining the lease, then leaving. I have been the original lease holder since the beginning.I moved out in 2023 and was issued my deposit back in the form of a check that was maid out to myself and the two other individuals who joined this lease at a later time. I am unable to deposit this check due to the fact that it isnt made out to myself or in the following format "**** ***** or **** *** or **** ***".I had an ongoing dispute with homeriver group in 2023 trying to get them to reissue the check in a correct format so it can be deposited, only to find out they have to include the most recent tenants listed on the check.I was contacted again recently by homeriver indicating they would be mailing me my deposit check. Unfortunately, they sent the check to me in the same format. "***** ******* and ***** ***** and ****** *********". I cannot deposit this check in this format and the other 2 individuals on this check are not in contact with me. I am asking homeriver to please reissue my deposit back in my name or in the format of "***** ******* or ***** ***** or ****** *********". It is redundant to not do this, as the other 2 individuals were not part of the lease when I put this deposit on. This is my money and I need it back. Please make the correction on the check and mail it to me so I can get my deposit back.

  Business Response

  Date: 05/08/2025

  ***** thank you for reaching out about your issue with the Security Deposit refund being made out to all of the tenants on the lease and not just you.  Roommate situations with deposit returns are always difficult.  Unfortunately legally we have to include everyone on the lease on the security deposit pay out and can not list them as "or".  The property manager has reached out to all 3 of you to get written authorization from all parties to issue the check out to just you and unfortunately that authorization is not coming as of today's date.  We are also looking into sending out 3 seperate checks of equal amount to each of you so that you are able to cash them but these are our only options at this time.  
  
  
  Please let us know at your convenience if the option of the equal checks would suffice in this matter with the legal restrictions that we have.  
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23290701
  
  I am rejecting this response because:
  One of the tenants is not going to respond to home rivers email. I specifically asked homeriver if they can reach out to this tenant x amount of times in an effort to get authorization from them, and what would happen after so many attempts to do so. I am rejecting this response until homeriver makes a more reassuring effort to get authorization from a tenant that is *** and explains to me how we will be able to proceed with a tenant that will not respond. This particular tenant was difficult to live with and had a falling out with the other tenants. As a result, they are not going to respond to any efforts of getting this deposit back, I can guarantee this. 
  
  The only reason I asked for it to be mailed out separately was in an effort to try and get a fraction of my deposit back without having to get authorization from an unresponsive tenant. It was made clear to me that that is not an option anymore, as homeriver would still need to get authorization from all 3 tenants. 
  
  I have luckily reached out to the one of the other tenants, who was able to deposit this check with me, however, I was made aware that there is a high likelihood the check will bounce since it was only signed by 2 out of the 3 tenants. That being said, the uncertainty of all of this is still lingering.
  
  I believe a fair resolution to this would be for homeriver to attempt to contact the *** tenant either by phone call or email 2 or 3 times to get authorization, and based off of their attempts, they can make a decision on if they will reissue a check to 2/3 responsive tenants or not.
  
  I
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/13/2025

  *** has initiated contact with all individuals identified as tenants on the lease agreement and will persist in its efforts to secure responses from them. It is acknowledged that you and one other listed tenant have deposited said Deposit return check, and are currently awaiting confirmation of its clearance by the financial institution. Should the deposited funds be rejected or returned by the bank, please notify *** immediately to enable us to continue assisting you in navigating this co-tenancy matter within the framework of the lease agreement and applicable law.

• Initial Complaint

  Date:05/05/2025

  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 need/want help as a single mother of an autistic adult son to terminate a 12 month lease by end of May, without penalty, fees or other monies. After enduring 2 years 5 months, I cannot live at this rental any longer. Even to the present date there continues to be health and safety risk to me and my son, not to mention the physical discomfort, emotional and mental anguish associated with the unreasonable effort for services that are to be timely addressed and included as part of the HOMERIVER property management group. Gross negligence and a pattern of unresolved billing and other issues have caused me to pursue more sustainable and healthy housing options.Examples are listed in the Dialog emails attachment. Within is a detailed account of the patter and history of issues. Summary is: DISHWASHER - Reoccurring and multiple maintenance requests to repair both dishwashers. TO DATE, these dishwashers have yet to be repaired going on two months!!! SMOKE and CARBON MONOXIDE detector malfunctions - Originally requested January 2024 - Smoke Alarm/Carbon Monoxide Detector malfunction, which has never been resolved, even after TWO technicians assessed and reported that it was a hardwired electrical issue that required an electrician to repair. Reoccurring discrepancies with Billing Issues: Billing issues with autopay created 5 months of significant overpay, which was not caught or corrected and reimbursed until May 15th, 2024 in the amount of $8171. HOWEVER, the issue continued through the end of the year, which resulted in ANOTHER reimbursement 12/12/2024 of $14,114.35. This has resulted in the HOME RIVER GROUP holding onto significantly large credits for extended periods of time. Without notice, significant UTILITY charges began appearing on the billing statements 8/7/24, beginning in January 2025, TWO UTILITY charges showed up, along with a series of charges and credits through April that lack sufficient reason or detail to understand.

  Business Response

  Date: 05/15/2025

  We were not able to find any records to support the allegations shared by Ms. ********* and there are no health and safety conditions that currently exist or were recently reported.   Any prior repairs items that were reported were taken seriously and follow up repairs were scheduled or completed.   It is also important to note that  Ms. ********* signed a new one year lease effective January 2025 which confirms the conditions of the home were satisfactory at the time of signing.   It appears the tenant now wishes to be released from said lease without paying the owner the costs associated with satisfying the lease agreement she signed.      Although HRG and the property owner do not agree with Ms.  Liebreich  allegations, the property owner has agreed to release her as of 5/31/25 so she can move forward with her plans to vacate the property.
  
  
  Additional details:
  -Brand new *********************** were installed in January 2024 & 2025..  The hardwire system needed to be troubleshooted, therefore battery operated 10 year sealed units were installed during the initial visit to ensure the property maintained safety standards.  We are unsure why Ms. ********* claimed they were non working after the new units were installed and tested to confirm they were in good working condition.
  -Dishwasher repair was reported, property owner approved repair and parts are on order which has been communicated to Ms. ************************** of rent was arranged by ************ when she set up duplicate auto payments from her bank and on her tenant portal.  This issue was first addressed last year 5/2024 at which time we issued a refund check.  However it appears Ms. ********* failed to cancel the duplicate payment issue so excess payments continued to be drawn until 12/2024 at which time a second refund was issued to clear her account.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23286281
  
  I am rejecting this response because:
  
  Dear **** or To Whom It May Concern,
  
   
  
  We received and reviewed the letter the HomeRiver Group sent in response to our complaint.
  
   
  
  Although the HomeRiver Group has agreed to release ******** ********* from her 12 month lease without penalty, the facts in our complain remain unchanged.
  
   
  
  The HomeRiver Group has yet to resolve many of the issues which led to Ms. *********** decision to ultimately vacate the premises.   The fact that Ms. ********* renewed her lease was not a reflection of her satisfaction, but was out of need, willingness and hope that the property management company would in fact remedy and restore the substandard living conditions noted.    
  
   
  
  Despite HomeRiver Group's claim that  fire and CO2 monitors were installed, it wasn't until last week that a third maintenance person was sent to the house and failed to repair all of the fire and CO2 monitors.   During a pre-move-out walkthrough with ****** ********, Ms. ********* again noted another malfunctioning fire monitor right outside of her bedroom.    This continues to follow the pattern of incomplete, shoddy and unsafe service requests and maintenance concerns experienced throughout the lease.
  
   
  
  The billing issues have yet to be fully explained, nor has sufficient detail within the billing statement notes been provided upon Ms. *********** request to know for certain that she has been properly billed.   No response has been given with regards to line item charges around mysterious utility charges that suddenly appeared, nor an explanation of variable monthly rent charges.    We are continuing to pursue these matters with HomeRiver Group's billing department.
  
   
  
  Unfortunately, the HomeRiver Group has reassigned the same property manager (****** ********), who has been both negligent in her duties and/or unresponsive,   to close out the lease and conduct the pre-move-out walk through.    There is great concern that this process will not go smoothly, and that the security deposit of $3000 is still at risk.
  
   
  
  Until Ms. ********* receives her security deposit, which she is told will happen 21 days after her move out, we request this complaint and case to remain open.  Even the HomeRiver Group returns the $3000 security deposit to Ms. ********* without incident and delay, it would be a great disservice to other future consumers to not be aware of whom they may be dealing with as HomeRiver Group as a property manager.   
  
   
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:05/01/2025

  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.

  This property that Im renting has visible mold, water damage to the wall and floor tile. The room in question was a carport that they closed in and didnt do it properly. Rain floods the front porch to where I cant go out of the door, the water floods the entire room. I reported this issue in November and again April 4th. It has not been resolved after sending at least 4/5 vendors to get quotes on what will need to be done to repair it. They patch things up and never complete the job. Ive made many attempts to speak with a manager. The city of ********* stated that this is a civil matter that will need to be addressed in court. This company is a nightmare and I have documents to prove how much Ive dealt with since last year. I need your help to hopefully get these issues resolved, or advice on how to walk away from my lease.

  Business Response

  Date: 05/08/2025

  Thank you for the opportunity to respond to this matter. We value all residents and take their concerns seriously. Our team is committed to providing prompt maintenance service and clear communication in accordance with our policies and lease agreements.
  Plumbing Issues:
  We acknowledge the residents concerns regarding ongoing plumbing issues. Our records confirm that we have been actively working with licensed professionals to address the matter. The vendor was able to provide a bid on 4/18 for the exterior work, which was approved the same day by management. The work was completed within a week. The additional work was estimated and completed today to address any future leaks as well. At this time, we're currently waiting on a final estimate to address the interior work, which has been communicated to the resident.
  Resolution:
  We remain open to continued communication with the resident to resolve these concerns. Once the vendor has provided their estimate, we will be able to proceed with the work. A representative will contact the resident directly to discuss the outcome and any appropriate next steps once approval is received.
  We appreciate the opportunity to address this matter and are committed to ensuring a fair and timely resolution.
  
  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23270976
  
  I am rejecting this response because: The vendor was a no show no call twice. After putting the drain/drench down that didnt resolve the issue it made it worse. The vendor came and extended the drain line and not sure if that will work until it rains again. Ive requested 4/5 times that the property manager call but they refuse to make phone contact. Im going back and forth with them about how dangerous this mold is, and the water thats behind the wall and under the tile has caused a very bad odor. *** also requested that they compensate me by reducing my rent for this month because of these issues but they refuse to speak with me about it instead they are making excuses and giving me the run around about it. They are not handling this matter professionally. It definitely wouldnt have taken  over 30 days for a professional company to resolve this matter.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to the concerns raised and remain committed to providing a timely and fair resolution.
  Plumbing Issues:
  Following a thorough inspection by our vendor, it has been confirmed that the drainage system is functioning properly. Nonetheless, we remain attentive and will continue to assess and address any additional concerns brought to our attention by the resident. Currently, our vendor is managing the restoration work today, and all necessary steps are being taken to ensure the situation is resolved.
  Resolution:
  We value open communication and are committed to working collaboratively with the resident to reach a satisfactory resolution. Upon confirmation that the work has been completed, a representative from our team will contact the resident directly to verify whether any outstanding issues remain.
  We thank you for bringing this matter to our attention and appreciate the opportunity to address and resolve the concerns raised.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23270976
  
  I am rejecting this response because: I have reached out many times for the property manager to return my calls. I received a letter to vacate. I requested an adjustment/compensation for **** rent, and I was told they would make the adjustments once the work order was completed. Ive spent additional money buying products to minimize the horrible smell, unwanted bugs(worms,ants, and mosquitoes) caused by the sitting water in the drain/flooding. I was also told to file an insurance claim for my damaged property. The vendor that came yesterday use a strong chemical that smelled like bleach which made me sick, and painted over the mold. Im waiting for someone to come today and tomorrow to take a look at the foundation of the home. Ive been patient with them for 42 days to get this resolved. Im not trying to live for free. I have every intention to pay rent like Ive done since Ive lived here. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/30/2025

  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 have been living in this apartment for over 9 years. The previous owner sold the apartment, and the new owner gave it to Home River Group Property Management to manage. Since they took over, they have come in every 6 months and taken pictures of the entire apartment, including our bedrooms, without providing a specific reason or prior notice. The keys are given to anyone at any time without any form of notice. I happened to be home on October 15, 2024, at 9:05 AM. The door was opened on me; a man came inside and said he was here to inspect and take pictures. Home River Group property management had sent him. I told him no; he had to come back; I needed a notice. Home River Group has been harassing us since then for a fee since I did not let that person inspect and take pictures because I was not given any form of notice or make any arrangements with them. Our cars were towed on March 26th, 2024. They were parked in the grass in front of our apartment, and without us knowing we couldnt park there, they were towed, and we ended up having to pay to get our cars back. We had never signed a lease agreement with Home River Group; we were going off the original lease agreement that we signed when we moved in in July 2015. The original owner had given us permission to park there, as the city had passed an ordinance that said no parking on the street on our block. How were we to know that we were in violation of a lease agreement that we had never signed? Finally, in May 2024, we saw an increase in our rent. We contacted Home River Group and our property manager, ******* ****, to see why they had increased the rent without 30 days notice. They decided to give us the 30 days notice in June and said the increase would take effect July 1st, yet we were charged for May 2024 and for June 2024 as well, even though the increase was stated to be effective July 1st. All of these random fees caused pain to our family, and wed like to get our money back.

  Business Response

  Date: 05/13/2025

  Thank you for reaching out and taking the time to share your concerns. We truly understand how important it is for you to feel comfortable and respected in your home, especially after living there for over nine years. I want to assure you that we take your feedback seriously and are committed to looking into these matters thoroughly.
  
  First, regarding the inspections and property access, we apologize for any instances where you feel appropriate notice was not provided. Our standard policy is to give written notice at least 24 hours in advance, and we have records that notice was provided via email and text. You were notified via email weeks before inspections started, and then again via email and text when the work order for the unit was created.
  
  In terms of the towing incident, we understand the confusion, especially given your previous arrangement with the former owner. Unfortunately, when management or ownership changes, certain property rules may also change. Several notices were sent via email stating the car needed to be moved with no response.
  
  Regarding the lease, even though the original lease was with the previous owner, once the property changes hands and a new management company is assigned, lease terms and policies may be updated or enforced differently.  If you never received a copy of the updated lease from us, we would be happy to provide a copy on the terms currently being enforced.
  
  Concerning the rent increase, I understand your frustration. A renewal was sent and never signed and as stated in that document the rent would be increasing. You did not sign the document, therefore rent increased. Ample notice was given. This was remedied and all the fees corrected as a one time favor when the renewal was finally signed in August 2024. 
  
  Lastly, regarding the fees you’ve been charged, I have done a thorough account review and all fees and charges are accurate and reflect the lease agreement you signed and the notices given to you. 
  
  Again, we sincerely regret the stress and inconvenience this situation has caused your family. Our goal is always to manage properties with transparency, fairness, and respect for our residents, and your feedback will help us improve.

  Customer Answer

  Date: 05/13/2025

   
  
  Complaint: 23266696
  
  
  
  I am rejecting this response because: 

  Lying is not acceptable. We did not receive any form of notice, yet people were sent into our home several times without any prior warning. Furthermore, the last individuals you sent told us, "Sorry, we just noticed you were not in the system for text messages and emails." At that same time, we were added to the system and received a notice later in the year for the most recent inspection. Home River Group is not being truthful about the emails and texts that were supposedly sent before this. Some employees at Home River Group appear to be neglecting their responsibilities.

  Additionally, we did not receive any 30-day notice regarding the rent increase until June 2024. After we pointed this out to Marissa Rice, our property manager, she changed the lease to have an effective date of July 1 instead of May 1, acknowledging that we had not received the required notice. When we asked why we were still charged for May 1 and June 1, she responded with a letter stating she did not want to go back to the owners for a refund, even though she admitted the error was hers.

  
  We should not have been forced to pay $300 due to her mistake, but we had no choice at the time in order to continue living here. We should not have been charged for May and June 2024 without receiving the required 30-day notice. My family was unfairly deprived of $300 for something we did not prepare for. She failed to ensure we received the rent increase notice before it appeared in our online portfolio. No one ensured we received any such notice.

  
  Regarding the towing of our cars, no form of notice was provided, despite claims that a notice was sent. This resulted in an additional loss of $450 to our family, along with missed days of work, school, and extracurricular activities due to not having transportation.

  
  When individuals fail to do their jobs properly, they often attempt to cover it up, and that appears to be what is happening here. We would like our money returned.
  
  
  
  Sincerely,
  
  
  
  Adam Agin

  Business Response

  Date: 05/19/2025

  Thank you for communicating back with us and I am sorry that you feel as though we were not being completely honest with you.  
  
  
  I am showing that the inspection emails were sent out to you on the following dates and the emails are attached.
  3/4/2025 at 3:52pm
  9/24/24 at 2:53pm
  
  
  Can you please provide us with the letter from Marrissa so that we can investigate that fully.

  Customer Answer

  Date: 05/20/2025

   
  
  Complaint: 23266696
  
  
  
  I am rejecting this response because:

  Please see the attached copies of the email exchange between my wife and Marissa regarding the significant increase in our rent. My vehicles were towed without any prior notice. Had we known we were in violation of a lease agreement, one we had never received or signed, we would not have parked there. The vehicles were towed in March 2024. I save all of my emails and reviewed them thoroughly; there was no communication regarding the vehicles being parked on the grass. I also asked my wife to double-check her records, and she confirmed that she never received any such notice from Home River Group. We did not receive any correspondence by mail either. They could have left a notice on our front door, but they did not.

  
  If Home River Group claims they made a good faith effort to notify us, I believe they misunderstand the legal definition of that term. We were living there on a month-to-month basis, complying with the original lease agreement until we received a new lease in June 2024, which we signed with an effective date of July 1, 2024.

  
  Please also consult with the inspector Cabrina, she informed us that we were not listed in the text system on October 15th, 2024, after people showing up randomly for years. Only then did we start recieving texts. We were also walked in on multiple times without notice, which has caused significant anxiety for our children. These repeated incidents were deeply distressing.

  
  Home River Group violated Idaho state laws in their dealings with me and my family.

  
  Thank you for your time and attention to this matter. My family and I are truly hurt by the way we were treated, and we respectfully request a refund.
  
  
  
  Sincerely,
  
  
  
  Adam Agin

  Business Response

  Date: 05/29/2025

  Thank you for the additional clarification and documentation.  I have reviewed everything and am having a $300 credit posted to your ledger.  Thank you and we apologize for any confusion and frustration that you have experienced.

  Customer Answer

  Date: 05/29/2025

   
  
  Complaint: 23266696
  
  
  
  I am rejecting this response because:

  
  
  Thank you for the reimbursement. We would also like to request reimbursement for the $450 we paid to retrieve our vehicles after they were wrongfully towed. Additionally, we lost income due to being unable to work on the days we had no access to our cars. However, we are willing to compromise and forgo compensation for the lost income if we can at least be reimbursed the $450 towing expense. We previously provided an explanation outlining why the tows were wrongful, but this issue has not been addressed in your prior responses.

  
  
  Sincerely,
  
  
  
  Adam Agin

  Business Response

  Date: 05/30/2025

  Thank you for your response.  In going into detail on the towing of the vehicle we have documentation that you were outlined and given ample notice that your vehicle was going to be towed if you did not remove it from the lawn as outlined below.  No additional funds will be credited to your ledger.
  
  
  
  On March 26, 2024 at 7:48:13?PM UTC, [email protected] wrote:
  
  Hi, 
   
  Have you already removed the cars park on the lawn? If yes, please provide us a photo as proof. 
   
  Regards, 
  
  This email is a service from HomeRiver Group. Delivered by Zendesk
  On March 25, 2024 at 12:59:23?PM UTC, [email protected] wrote:
  
  Hi,
   
  A gentle follow up on this.
   
  We have been informed by your property manager that parking on the lawn is unacceptable and all cars must be registered and in working order. 
   
  All cars on the lawn will be towed if they are not removed by Friday March 22nd. 
   
  Tenants will also be held liable for any damage done to the lawn and will be responsible for the bill to get it fixed.
   
  Please let us know if you already removed all the cars. You may also send photo as proof that this is already resolved.
   
  Thank you.
  
  This email is a service from HomeRiver Group. Delivered by Zendesk
  On March 21, 2024 at 4:40:47?PM UTC, [email protected] wrote:
  
  Hi 
   
  A gentle follow up on this.
   
  We have been informed by your property manager that parking on the lawn is unacceptable and all cars must be registered and in working order. 
   
  All cars on the lawn will be towed if they are not removed by Friday March 22nd. 
   
  Tenants will also be held liable for any damage done to the lawn and will be responsible for the bill to get it fixed.
   
  Please let us know if you already removed all the cars. You may also send photo as proof that this is already resolved.
   
  Thank you.
  
  This email is a service from HomeRiver Group. Delivered by Zendesk
  On March 20, 2024 at 5:20:10?PM UTC, [email protected] wrote:
  
  
  Hi 
   
  A gentle follow up on this.
   
  We have been informed by your property manager that parking on the lawn is unacceptable and all cars must be registered and in working order. 
   
  All cars on the lawn will be towed if they are not removed by Friday March 22nd. 
   
  Tenants will also be held liable for any damage done to the lawn and will be responsible for the bill to get it fixed.
   
  Please let us know if you already removed all the cars. You may also send photo as proof that this is already resolved. 
  Thank you.
  This email is a service from HomeRiver Group. Delivered by Zendesk
  On March 19, 2024 at 3:59:32?PM UTC, [email protected] wrote:
  
  Hi, 
   
  We have been informed by your property manager that parking on the lawn is unacceptable and all cars must be registered and in working order. 
   
  All cars on the lawn will be towed if they are not removed by Friday March 22nd. 
   
  Tenants will also be held liable for any damage done to the lawn and will be responsible for the bill to get it fixed.
   
  Please let us know if you already removed all the cars. You may also send photo as proof that this is already resolved. 

  Customer Answer

  Date: 06/05/2025

  
  
  Complaint: 23266696
  
  
  
  I am rejecting this response because:
  

  I find it insane that this is both my wife and I's first time seeing these emails, especially because it is so important. If we had actually received the emails, the cars would not have been towed. You guys could have also noticed that we never replied to your emails and should have put a note on our door, or a letter in our mailbox. Just because you have the so-called emails you supposedly sent, doesn't mean you made a good faith effort to notify us. Think about it, if you were in our situation, would you enjoy not having known you couldn't park there, and all of the sudden your cars are being towed, and when you try to ask questions about it, you get told false information and are treated terribly because of it? How are we supposed to recommend your company to a friend if this is the way you treat people?

  
  Sincerely,
  
  Adam Agin

  Business Response

  Date: 06/18/2025

  Unfortunately as previously stated we have the communication documented with date and time stamps as previously shared at the email provided to us for communications.  We have followed the terms of your lease in relation to the notifications sent and no additional credits will be applied.

  Customer Answer

  Date: 06/21/2025

   
  
  Complaint: 23266696
  
  
  
  I am rejecting this response because:
  

  Thank you for your response, however, as we have stated before, we did not receive those emails. The previous landlord is willing to provide a letter confirming that she gave us permission to park there after the city prohibited street parking. Could you please provide evidence that we received and saw the emails you claimed to have sent? At that time, we did not have a lease with you, so we are requesting proof that you have something to show that we actually received the communication you referenced, as none of us have seen it until you sent it to us.

  
  Sincerely,
  
  
  
  Adam Agin

  Business Response

  Date: 06/25/2025

  At this point it is apparent that unless you are given everything that you ask for you will continue to reject any and every response that is given to you.  We have Proof of the notices being sent.  We do not manage your email box.  There will be no further responses to this case.

  Thank you