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 has 51 locations, listed below.

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  HomeRiver Group

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

• 

  HomeRiver Group Pittsburgh

  2400 Ansys Dr Ste 102 Canonsburg, PA 15317-0403

• 

  HomeRiver Group

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

• 

  HomeRiver Charlotte

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

• 

  HomeRiver Group|Chattanooga

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2023

  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.

  On July 1st our Air Conditioning quit working. This is the third time this has happened since moving into the house in late April. We submitted the repair request, referred to by the company as a "****". We have a Property manager by the name of ************************* *************) and a maintenance coordinator, ********************* *************). We have tried calling both of these people but we have never spoken to either of them as they do not answer their phones, nor do they return calls. All communication that has taken place has been with various different people not mentioned here as they are just at their emergency call center. Once our air went out and we submitted the **** a contractor was notified. On July 2nd I received a message stating another vendor had been assigned to our issue. That vendor also never responded. A third vendor was assigned and came out on July 3rd. That vendor was unable to make any repair. The next communication was July 6th when I sent a message asking for an update (after calling multiple times and getting no answer).. No response that day. July 7th we sent another message seeking an update and had to be aggressive to get a response. They responded on July 7th stating they had an estimate from the vendor and they needed the maintenance coordinator to talk to the home owner to get approval before anything could happen. Mind you its summer in GA, My house is maintaining around 85 degrees and I have a pet who is having trouble due to excessive shedding that I had to take to the vet and a 2 year old who has developed heat rash at this point. Today is July 12th and we have had no further updates or communication from this company. We wish we would have read the companies reviews on ****** prior to doing business with them as we are not a unique case (check out their reviews on ******). The lease says they would have a resolution within 10 days. Me and my family also stayed away a few nights to get relief which was not cheap. Very poor Management!

  Business Response

  Date: 07/20/2023

  The maintenance items was mistakenly marked as completed after the last ac company came out.  We were unaware it was not resolved.  We have already approved for the work to be done and the resident has been contacted in order to move this forward.

• Initial Complaint

  Date:07/12/2023

  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.

   
  Complaint: 20310369
  
  I am rejecting this response because:
  A solution is not offered. The plumber told us we should literally avoid flushing toliet paper. What should we do? Continue to flush it and have another issue arise? We dont want to go through this ordeal again. This is the first response or apology we have received, and we had to go through the BBB to get your attention. Per my initial complaint, something either needs to be done about our plumbing, our rent price, or we should be assisted in moving elsewhere. 
  
  Sincerely,
  
  ***********************offer any sort of solution, such as a hotel.The maintenance man was a 3rd party, and he was fantastic. He fixed almost everything but left some holes in our drywall he said someone else will come fix. He also told us we should avoid flushing toilet paper. I left a message telling them this, and they did not respond. We are hoping for either the problem to be 100% fixed, a discounted rent rate, or help getting another unit. Any help from the BBB would be very greatly appreciated.

  Business Response

  Date: 07/19/2023

  Please accept our sincerest apologies for the inconvenience and frustration you have experienced. We understand the importance of effective communication and prompt resolution of maintenance issues. 
  Regarding the lock and "for lease" sign that were left unattended in your yard, I apologize for the delay in their removal. This oversight is not reflective of our standard practices and we have dispatched this matter with the appropriate team to ensure it is rectified.  I apologize for the insufficient response and lack of communication regarding the bubbling toilets, lack of air filters, and the recent sewage overflow issue. It is our responsibility to address these concerns promptly and ensure that you receive the necessary support and maintenance. I am pleased to hear that the maintenance technician who visited your unit was able to address most of the issues. However, I understand that the remaining drywall holes require attention, and I show there is already an appointment set for finishing the repairs. Regarding your filters, I show we are missing your filter size but this can be easily corrected. I have emailed you directly with your Property Manage Team contact and for the filter details to get this corrected. Thank you for bringing these matters to my attention. Your feedback is invaluable as we continually strive to improve our services.

  Business Response

  Date: 08/02/2023

  **************, thank you for the feedback. We would kindly ask that you use the maintenance portal to ensure all parties are in direct communication; this will enable our team to swiftly identify and escalate issues. Your maintenace repair is scheduled for completion 8/3/23.  I can acknowledge that in the past HomeRiver has missed the **** to communicate as thoroughly as needed. I am working to ensure that you receive the necessary communication and maintenance moving forward. Thank you.

• Initial Complaint

  Date:07/11/2023

  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.

  Life happens to us all. I have experienced the death of my mom over the last 30 days which cause me to be late on rent along with my payday changes which cause me to also be late with rent. With all my rents being paid except the current month my lease was not renewed because of a generated computer printout that my name showed up on they decided not to renew my lease based on the list my name showed up on. So they issue a 30 day notice without warning for you to vacate. When asked if I can negotiate and give the reason for my lateness Im informed that the house is owned by a corporation and there is nobody to talk to humanly. So as a human where does that leave us. How do we fight against a computer? We are all tired of corporate greed. This is another example of that. When does this end. Why cant I talk to somebody to come to a reasonable solution? If you dont believe me check the turnover rate on these houses owned or lease by Home River. This should not be happening in a world thats already geared towards people not succeeding in life. There should be a more humanly humane way of just basically dealing with people to resolve issues. Not ***********************

  Business Response

  Date: 07/19/2023

  *******, on behalf of everyone here at HomeRiver Group, we extend our condolences for the loss of your mother. I understand that you have faced a challenging time recently, and I empathize with the difficulties you've experienced.
  I want to clarify that the decision not to renew your lease was not solely based on a computer-generated list. Our leasing policies require us to review various factors, including rental payment history and adherence to lease terms. I understand your frustration regarding the lack of direct communication with a representative. I left you a voicemail with my contact details for you to call at your earliest convenience.  I will personally make every effort to address your concerns and work towards finding a reasonable solution. Your satisfaction as a tenant is important to us.

• Initial Complaint

  Date:07/10/2023

  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.

  This is a horrible property management company. As a renter they made it nearly impossible to resign a lease even though we already lived there and agreed on a price. They denied multiple maintenance requests. They took our entire security deposit claiming damages that were documented when we moved in including over $1600 for paint. Their website ************************************************************************************************** shows they are BBB Accredited and clearly are not. They should be reported for false advertising.

  Business Response

  Date: 07/19/2023

  Thank you for reaching out to us. We understand your concerns regarding the maintenance requests. However, we regret to inform you that these requests were denied due to tenant responsibility as outlined in the terms of your lease agreement.
  Regarding the renewal process, it is our standard practice to provide written renewals to our tenants. In this particular case, we did not receive your agreement to the renewal amount, which led to the submission of your notice to vacate.

• Initial Complaint

  Date:07/10/2023

  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.

   
  Complaint: 20290137
  
  I am rejecting this response because This has significantly affected my mental well-being. I am apprehensive about the future and what ideas Homeriver will come up with next. Your business's treatment of tenants is unacceptable and unethical. Many individuals choose to rent either as they complete their education, due to a divorce, or simply because they prefer renting. Please improve your performance. The oven repair process has been marred by undisclosed charges and an extended duration exceeding one year. We, as individuals, assert our right to be treated with respect and to have access to transparent information, emphasizing that we are not mere livestock. Cease engaging in the practice of charging exorbitant prices to your tenants.
  
  Sincerely,
  
  ***************************nding school. I willingly made the drive to Plano and dutifully provided all of my corresponding emails to Homeriver. As a result, I successfully made a payment. Now, let's proceed! This month, I encountered an issue when I tried to pay my rent through the online portal. Unfortunately, my account was disabled, which caused some inconvenience. I attempted to contact ********************* via text message in order to gain clarification on the current situation. However, I have not received a response from him. I made the effort to drive for an hour once more to Plano in order to fulfill my rent payment. I would strongly advise against renting from them. I have been experiencing issues with my stove for over a year, and despite my concerns, I have been asked to continue making payments along with accumulating late fees. I have concerns about the constitutionality of their actions. In my opinion, they seem to be neglectful landlords. It would be preferable if I didn't have to send out over 30 emails

  Business Response

  Date: 07/17/2023

  I show that this was addressed, ledger corrected, renewal completed and looking forward to smoother sailing going forward. Thanks 

  Business Response

  Date: 07/26/2023

  Thank you for sharing your concerns with us. At Homeriver, we value our tenants and their feedback, and we take your comments seriously.
  
  We are committed to providing transparent information and fair treatment to all our customers, and we regret that we fell short of meeting your expectations in this instance. We are actively reviewing our internal processes to ensure that undisclosed charges are addressed and minimized in the future and we sincerely apologize for any distress caused.
  
  Please be assured that your feedback has been brought to the attention of the relevant departments, and we are dedicated to making the necessary changes to improve our process to better serve our tenants.
  
  If you have any further concerns or questions, please don't hesitate to contact us. Your satisfaction is our priority, and we appreciate the opportunity to make things right.
  
  Thank you for your understanding and for giving us the chance to improve.

• Initial Complaint

  Date:07/10/2023

  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 sought to rent a home on ******************************************************. The application was high for the home, and that had us well vested from the start. And we were immediately approached. But, the service has been super bad every step of the way!!! We are trapped!!! We cant get our deposit back if we unravel, and we have even paid our first month and all our deposits.We even asked at one point to view the place after being accepted, and the person confused us with the owner of the property and asked if more time was needed for something (dont know what) and that they didnt have a qualified applicant if they needed more time. WELL, WE WERE THE QUALIFIED APPLICANTS THAT ALREADY GAVE A DEPOSIT!We asked several times to see the place to get information we need, they dont respond to emails, even internally. ******** days from moving in and we just need a few details like to measure the space the fridge sits in to order on appropriate to the home. We snuck past security to look at the house weeks ago when we signed the lease(even though it said tenants shouldnt be disturbed) and it had a lockbox on the front door. It was unoccupied then, and remains that way now. The lockbox still sits on the front door with out move in next Saturday and they still wont let us view the property and keep coming with reasons, delays and so forth as to why it cant be viewed. This has caused a lack of trust and wondering now after reading these interactions on this site if I am moving into one of the houses with problems that are leaving uninhabitable.There is a dead tree in the front yard and the back yard has drainage issues as it is pretty swampy. Communication is impossible. They trap you in their limited website and kind of force you through the process like it was COVID without any phone or human contact.If I could unravel with a complete refund, I would. I cant imagine being trapped into a lease agreement with a company this terrible for 20 months.

  Business Response

  Date: 07/17/2023

  I've spoken with both applicants and their main source of frustration stemmed from what they believe is a lack of communication and customer service from Second Nature, and having to navigate multiple operating systems in order to complete the application process.
  
  They elected to use their own renters insurance so it took Second Nature a week to get them the link to upload their policy. Then, their policy was kicked back to them, thrice, stating it doesn't meet the criteria. They stated there was no explanation in the email of what wasn't correct, and there was no email or phone number so it took them another week to get their insurance accepted. I asked them to forward a copy of the automated email from Second Nature and it does indeed state what needed to be corrected.
  
  He stated they are satisfied with the customer service they've received from HRG but that they won't be amending or removing the review. He stated it would be a good learning tool for us so that maybe in the future we don't have so much "red tape and bureaucracy"...

• Initial Complaint

  Date:07/07/2023

  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 recently moved out of **************************************** on June 30, 2023. I submitted my 60 day notice May 1, 2023. I found out on June 6, 2023 that I submitted my 60 day notice wrong. I reached out to ***************** via email, she told me how to submit my notice again, which was similar to how I submitted it the first time and I resubmitted my notice the exact same way. I also asked for a 30 day extension because the house I initially wanted to move into wouldnt be available until July. I ended finding a different house to move into so I didnt request the 30 day extension. I received an email around June 26, 2023 with Julys rental statement attached to it. I stated calling the company desperately trying to speak with someone about what was going on. Around June 28, 2023 someone from the renewal department called me to let me know that there was no payments added to my ledger for July and that she had called around to confirm that nothing would be added to my ledger. She let me know that there was a lot going on and that could have been the cause of the mix up. She was extremely professional and told me that someone would be getting in contact with me to let me know where to leave the keys. But no one else called. So on June 30, 2023 I left a message with the front desk/ secretary who answers the phone where I had left keys. About 10 minutes later I finally get a phone call from ***************** who spoke to me in an unprofessional tone as if I had did something to her personally. I asked her to walk me through the process of submitting my notice correctly and she told me it doesnt matter now, and she has to try and fix it. After I told her where I left the keys to the home our phone call ended and she proceeded to email me. I sent her a copy of my notice & a screenshot showing the notice was created May 1st. The last email I got from her said she dont know if this will suffice. No follow up call/email. Ive since left messages but I continue to get ignored.

  Business Response

  Date: 07/14/2023

  Thank you ****************** for your time. I want to address  the concerns you have raised regarding the move-out process and the communication issues you have experienced with our team. I apologize for the inconvenience and frustration this has caused you. I understand that you attempted to submit your 60-day notice on May 1, 2023, but unfortunately, there was an error in the submission. I appreciate your efforts to rectify the situation by reaching out to *****************, who provided you with guidance on resubmitting your notice. However, it appears that there was a breakdown in communication. We strive to maintain a professional and respectful demeanor at all times, and I am truly sorry for any distress caused. I have been able to identify the original notice and we will honor that date. I have updated your account to reflect the 5/1/23 notice date. Moving forward, I am committed to improving our communication channels to ensure that all residents receive timely and satisfactory assistance. I left you a voicemail with my contact details. I encourage you to contact me directly and I will personally address any outstanding issues and provide you with the necessary guidance and support. Once again, I apologize for the inconveniences you have encountered and I appreciate your patience and understanding.

• Initial Complaint

  Date:07/03/2023

  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.

  When we moved into the rental house, there were some items that need to be addressed. They finally got us a new fridge. We were here for a month without a refrigerator. Now the stove glass has shattered last week, and the landscaping was never taken care of. I am afraid to hold rent or deduct it from it, because they might kick us out. But we can not even go out side because the landscape is over grown and the large amount of poison ivy. The only response we got was send pictures. This is ridiculous!!! I just moved in 2 months ago and I am in renters HELL! I was going to hire someone but they are going to charge me $600.00 for removal of all the poison ivy. HELP PLEASE!!

  Business Response

  Date: 07/07/2023

  Hello, I am sorry to hear that we under delivered and did not meet expectations as a company. That said, I would be happy to connect you with the right person to resolve this issue. I just need the properties location, or you can email ******************************** Once again, we are sorry for this inconvenience and we hope to fix this issue from happening in the future. 

   

  Sincerely, 

   

  HomeRiver Group