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

  6620 Southpoint Dr S #210 Jacksonville, FL 32216

• 

  HomeRiver Group

  2605 Nonconnah Blvd STE 150 Memphis, TN 38132-2128

• 

  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:05/01/2025

  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

• Initial Complaint

  Date:04/23/2025

  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.

  HomeRiver Group Missoula owned and was managing my apartment at ******************************************************* from Summer of 2023 to October of 2024. In May of 2024, my two roommates and myself began our attempts at contacting our property manager to discuss the lease that was to be ending July of 2024. In September of 2024 after four months of continuous emailing and attempted contact that is all documented, our property manager *** finally responded. At the time of her response, my two roommates had already moved out as the lease had ended and I was still at our property paying rent with no active lease and no way to resign or add new roommates. When HomeRiver Group and *** had finally contacted me about the lease, they asked I hurry in the process of my old roommates dropping from the lease and my new roommate being added as they were about to transfer the management and ownership of our apartment to Caras Property Management. HomeRiver Group also insisted I reapplied to the apartment I had/have been living in and told me the 50 dollar application fee would be credited to my rental balance for the next month. In October of 2024, our apartment transitioned from HomeRiver Group Missoula to Caras Property Management and, in that process, we were informed by ***** that our 900 dollar security deposit as well as the 955 dollar month of rent for November was missing. In December of 2024, HomeRiver sent over the 900 dollar security deposit, however never transferred the missing month of rent. After talking with ***** extensively, they have reiterated that HomeRiver Group Missoula is solely responsible for the missing finances. It is now April of 2025 and HomeRiver Group Missoula still has not sent the remaining money, however we have accumulated over 100 dollars in late fees and are facing a warning of eviction. They owe 955 dollars in rent, 50 dollars to refund me for the apartment application that was never credited back, and at least 100 dollars in late fees.

  Business Response

  Date: 04/29/2025

  Thank you for reaching out to us with your concerns. HomeRiver Group transferred the tenant deposit of $900 and the $75 prepayment to the property owner on 11/1/2025 when management of the company was changed to the new company. *** did not receive any additional payments after this date according to our records. Please feel free to reach out to us directly if there are any questions.  

• Initial Complaint

  Date:04/21/2025

  Type:Order 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.

  We originally signed our lease with a move-in date of May 1 and arranged our current housing situation accordingly. Later, I was contacted by ******, who informed me the move-in date had to be pushed to May 19 due to an error. I agreed, on the condition that our deposit deadline be extended to April 18, to allow more financial flexibility. ****** confirmed this would be fine.However, earlier this week, someone named Ipo told me we had to pay the full deposit immediately or risk losing the unit. Wanting to secure the home, we paid the deposit, based on confirmation (including lease documentation and screenshots) that only $600 remained due as our move-in deposit.After the lease was signed and the deposit was paid, I was unexpectedly asked to pay an additional $1,410 for "prepaid utility fees." I had already set up our utilities with Rocky Mountain and **************** both of which confirmed no deposit was required. This fee was never previously communicated, is not outlined in our lease, and the lease explicitly states "N/A" for any required prepayment on utilities.Given the lack of communication and the fact that this fee was never disclosed or documented in the lease until after our lease was signed, I am requesting that this prepayment utility fee be removed. We've already paid over $3,000 for the deposit along with payment fees as of April 14, and this unexpected charge places an unfair, and unagreed burden upon on us. 4/1/25: Confirmation of total cost required to move-in to the unit by May 19 is $2,995 + $600 pet deposit (screenshot provided) 4/15/25: Lease signed by all parties 4/16/25: Received request to additional prepayment ******** by May 19

  Business Response

  Date: 04/29/2025

  Dear ******,
  Good Day! I hope you are fine and well.
  This email intends to answer your concerns during the previous emails you sent us.
  
  Primarily, about the move in funds amounting to $1,410.95 here is the breakdown for that balance:
  $619 is the prorated rent from your commencement date
  $150 is the Tenant Admin Fee
  $20.95 is for the Resident Benefit Package
  $600 lastly is the charge for the non-refundable pet fee
  Then, the security deposit accounting and refund, if applicable, will be processed once you move out from the property.
  
  As for the utilities, per your lease it states that:
  "As of the Commencement Date of this lease, Tenant shall pay all connection fees, service fees, usage fees, and all other costs and fees for all utilities to the Property including , but not limited to, electricity, gas, water, wastewater, sewer, garbage, telephone, alarm monitoring systems, cable, fax and Internet connections; except the following which Landlord will pay: Water, Trash, Sewer"
  So, before you move-in, please have the utilities (Power and Gas) scheduled to be in your name on or before your lease start date, and settle your prepayment amounting to $1,410.95.
  
  We need proof that you've set up your utilities. You can send the order confirmation, a screenshot of it, or your account number. You may use the contact details for the utility companies below.
  
  Rocky Mountain (Power) ************
  Enbridge ************************** ************, ask for Customer Care
  If you used Citizens Solutions in the Move In Intro that we sent you, you can forward the email to us at **********************************************************. Then make sure that the subject line of the email includes your property address.
  Once we have everything completed, your Property Manager (contact below) will email or contact you with instructions on how to access the property.
  
  ***** ****** | ************ | ************************************************************
  For further concerns or questions, dont hesitate to contact us. We are always here to help.
  Thank you!

  Customer Answer

  Date: 05/02/2025

   
  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:04/17/2025

  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've been renting from HomeRiver Group for over a year now. Every time we have a problem we have not gotten a response. Last Thursday 4/10 our Air conditioning unit went out. Since then we have placed 5-6 calls to maintenance, personal calls to the property manager, emailed the property manager, and made another maintenance request to fix our AC. We have not heard anything back nor has anyone came and fixed our air conditioning. We are getting worried they will not fix it before it really starts to heat up outside. We are seriously out of ideas on how to get ahold of anybody since nobody answers.

  Business Response

  Date: 05/13/2025

  Thank you for reaching out to HomeRiver Group and we are sorry for the frustration that you had in getting ahold of your property manager.  I can see that your new PM reached out to you on 4-17 and the ** repair has already been completed.  The  timeline that we have on record for this issue is outlined below.
  
  
  Upon tenant notification of an HV** issue on April 15, 2025, at 7:58 PM, a vendor was dispatched promptly on April 17th. The required $2,211 in repairs/refrigerant was identified, and owner approval was secured the same day. The vendor was immediately informed and proceeded to order parts, communicating the order status and scheduling intentions to the tenants. The repair was successfully completed, and the ** unit was functioning properly by May 1, 2025.
  
  
  I am happy to hear that your ** repair has already been completed and am happy to assist you in any additional way possible.
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  Home river manages multiple rental properties for me. Presently they refuse to communicate with me. I've called, I've sent multiple emails, I've filled out the contact form on their website. They do not respond to any communication. If home river will not communicate with me, they are not performing the work they agreed to perform. ****** ****** and Kieristin ****** are my current property managers and they will not respond to or communicate with **** would like this issue resolved, I would like someone other than ****** and Kieristin to manage my properties. And I would like the last month of management fees refunded. And the management fee rate reduced to 5% since they are not doing a good job managing.

  Business Response

  Date: 04/23/2025

  It was a pleasure speaking with you regarding your concerns. To follow-up from our call, we identified the email communications sent to both ****** and Kieristin were not received by either manager, as there was a technical issue with our newly implemented system, which did not forward those communications to the managers. This issue was immediately escalated to our IT team to investigate and resolve to prevent further communication issues. Per your request, we have both of your homes now listed under one Property Manager for more streamlined management and communication. I see immediate action has been taken by your Property Manager to address the maintenance concerns regarding the property. I have received those communications as well so I'm in the loop. Please do not hesitate to reach out with any questions or concerns. 

  Customer Answer

  Date: 04/23/2025

   
  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,
  
  **** Ardmore

• Initial Complaint

  Date:04/16/2025

  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.

  We rent from the HomeRiver group, and our AC ducting has needed replacing for 2 weeks now. We submitted a request through the maintenance portal they use and the only responses we get are "We are so sorry for the inconvenience" and "We are working on owner approval." Its been 14 days and it's still not working properly. 3 vendors have all been out and all have said it needs replacing.

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention. We take all resident concerns seriously and appreciate the opportunity to respond.
  First and foremost, I want to sincerely apologize for the discomfort and frustration you experienced during the extended ** repair process. Your concerns are valid, and we understand how critical a properly functioning air conditioning system is to your comfort and well-being.
  After a thorough review of the situation, here is a summary of the steps taken:
  April 2: You reported that while the air felt cool, it was not effectively cooling key areas of the home.
  April 3: We began communication and dispatched a vendor, who identified major issues with the ductworkincluding holes and improper materials originally designed for a mobile home. The initial repair estimate was rejected by the owners representative, and a second vendor was engaged.
  April 4 April 22: Multiple vendor visits were made, during which ductwork was replaced and coil cleaning was performed. Despite these efforts, the ** system remained ineffective.
  April 23 April 25: A new 2.5-ton condensing unit was approved and installed. On April 25, you confirmed the system was cooling effectively.
  April 27 April 29: A final concern regarding one room not cooling as well was addressed. The vendor confirmed the room was slightly warmer, but overall system performance met manufacturer specifications.
  Throughout the entire process, our teamparticularly Hannahmaintained consistent communication, providing near-daily updates, coordinating vendors, and offering temporary accommodations. We understand that due to the type of windows in the home, window units were not a viable solution, but we did offer alternative lodging.
  While delays caused by vendor scheduling and owner approval were outside our immediate control, we acknowledge the inconvenience caused and are actively reviewing how we can streamline our internal processes to prevent future delays of this nature.
  We appreciate your patience and the opportunity to resolve this issue. If you have any additional concerns, please dont hesitate to contact us directly.

  Customer Answer

  Date: 05/09/2025

   
  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:04/16/2025

  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 am the owner of the property, and HRG in **********, ** is managing my property. ****** did not pay rent for entire month, March 2025., and rent checks got return 3 times, there is no action taken. When I raised the issue via email to PM, the response is they are waiting for tenant's response. I tried to call/text to PM, no response, so I called and emailed to regional manager, no ************* is what I found from the website of their eviction policy, no 3 day notice, no action is taken. 45 days passed, it is still unresolved. Here is from what they claim. They simply do not care. HomeRiver Group's eviction policy generally includes a notification process after rent is late, potentially including a 3-Day Notice to Pay Rent or Quit. They also offer eviction assistance as part of their management services. They will likely take action quickly if rent is delayed, helping to minimize vacancy time and maximize rental income for property owners.

  Business Response

  Date: 04/23/2025

  First and foremost, we regret the frustration and inconvenience you have experienced. At HomeRiver Group, we take property management and client satisfaction seriously, and we are committed to addressing concerns in a timely and effective manner.
  Regarding the issue with the non-payment of rent for March 2025, we understand how critical timely rent collection and prompt communication are to our property owners. We acknowledge that there was a delay in initiating formal action due to our efforts to initiate the next steps regarding the eviction process. However, we recognize that this delay, coupled with the lack of consistent communication, may have contributed to dissatisfaction and a perception of inaction. I apologize, as I did not have any communications from you but I am committed to ensuring you receive exceptional customer service.
  We are actively reviewing our internal processes, including communication protocols and escalation procedures, to ensure such situations are handled more efficiently moving forward. As of today, the tenant is current on their rent. 
  We sincerely apologize for any inconvenience caused and will continue to work to improve our responsiveness and service quality.
  Should you wish to discuss this matter further or require additional support, we welcome direct communication and are committed to resolving any outstanding concerns.

• Initial Complaint

  Date:04/10/2025

  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 used this Property Management company for a lease at ***********************************************. My lease was over as of March 31st. Since then, my property manager, ******** *****, has ignored all calls and emails Im an attack ringer my $4,000 deposit back. She has ghosted me and will not return any communications. Ive contacted the corporate ******** page but those attempts have also been ignored. She has yet to record or acknowledge my forwarding address. Please assist

  Business Response

  Date: 04/21/2025

  We appreciate Mr. **** taking the time to share his experience and are sorry to hear about the frustration with communication and the security deposit return.
  We have reviewed the situation and want to clarify what has occurred:
  Mr. ***** lease ended on March 31, 2025.
  Our property manager did receive an email from Mr. **** regarding his deposit and unfortunately missed responding. We sincerely apologize for this oversight and any inconvenience it caused.
  After the initial email, we did not receive any additional emails, calls, or texts from Mr. *********** required by Florida law, the Security Deposit Accounting (SDA) was mailed to the property address on file. **** tracking shows this was forwarded to Mr. ***** new address through his mail forwarding request.
  At move-out, tenants are asked to provide a forwarding address through our online portal. We did not receive this information from Mr. ***** which limited our ability to update our records directly.
  We want to make this right. If Mr. **** has not received the **** we are happy to resend it to any address he provides. We are also available to discuss any remaining questions or concerns and ensure everything is resolved to his *************** why here...

• Initial Complaint

  Date:04/07/2025

  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.

  Weve lived at our HomeRiver Group-managed property since August 2023, and we have never once been able to speak to a live person or our assigned property manager, which changes every few months. All calls go to a call center overseas where were transferred between departments with no resolution.We are charged a $49/month Resident Benefits Package that is supposed to include air filtersyet we have never received a single one. Weve also had a serious leak in the home, which has created visible mold and a strong odor thats making us sick. Our carpet has been soaked in the master bedroom closet for over a month. HomeRiver has sent multiple vendorsone who didnt speak English, another who appeared under the influence of drugs. None could show a valid plumbing license.Despite multiple service requests, the mold issue remains unresolved. Instead of assisting us, HomeRiver has manipulated our account, preventing us from paying rent. Theyve added questionable late fees and other unexplained charges. Their accounting department cannot explain these charges or remove the barriers preventing rent payment. Now were being threatened with eviction due to issues entirely caused by their mismanagement.We have made repeated good-faith efforts to get these problems addressed but have been met with silence and incompetence. This company has been negligent in maintaining the property and has caused physical, emotional, and financial harm to our family.We are requesting:Immediate repair and mold remediation by a licensed professional.Removal of all inaccurate charges and restoration of our rent payment access.Refund of Resident Benefits Package fees.A direct U.S.-based contact to resolve ongoing concerns.We appreciate your help in holding this company accountable.

  Business Response

  Date: 04/16/2025

  Thank you for the opportunity to respond to this matter. We understand the residents frustration and take their concerns seriously. We are committed to addressing maintenance issues promptly and providing clear communication whenever possible.
  We would like to clarify several points noted in the complaint:
  
  Communication: While we understand the residents desire to speak with a dedicated individual, our communication model includes both local team members and a centralized support structure to ensure coverage and efficiency. Although property managers may change due to internal realignment, we make every effort to ensure continuity of service through our support systems. We regret any inconvenience caused and will work to improve clarity in communication going forward.
  
  Maintenance Issues and Mold: The reported leak was addressed by multiple vendors. At one point, we processed payment for hotel accommodations to allow for necessary repairs, including water shutoff. However, the resident declined to relocate and chose to remain in the home, which limited our ability to proceed with more invasive work at that time. We are continuing to work with licensed professionals to fully resolve the issue. We encourage the resident to cooperate with scheduling so we can complete all necessary remediation.
  
  Vendor Concerns: All vendors used by HomeRiver Group are third-party contractors and are expected to meet professional standards. We take claims regarding vendor conduct seriously and will investigate any violations of our expectations or service agreements.
  
  Resident Benefits Package (RBP): We acknowledge the residents concern regarding filter delivery and have already issued a $100 credit to their account. Please note that the monthly RBP fee includes more than air filters, such as credit reporting, online payment access, and other resident tools.
  
  Accounting and Charges: Our records show rent has consistently been paid between the 3rd and 6th of each month. As stated in the lease agreement, rent is due on the 1st and considered late if not received by the 2nd, which results in applicable late fees. These charges are system-generated and not arbitrary. We are happy to provide a detailed account ledger upon request.
  
  Eviction Notice: We do not initiate legal proceedings lightly. Any such notice would only be issued in accordance with state and lease guidelines following consistent non-payment or unresolved lease violations. Our intention is always to work with residents on resolving issues collaboratively.
  
  
  Resolution:
  
  We remain open to working directly with the resident to resolve these matters. A member of our team is available to discuss next steps, including scheduling final remediation work and reviewing the account in more detail. We ask that the resident contact our office at their earliest convenience to move toward resolution.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23164916
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******