Complaints

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

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  HomeRiver Group

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

• 

  HomeRiver Group Pittsburgh

  2400 Ansys Dr Ste 102 Canonsburg, PA 15317-0403

• 

  HomeRiver Group|Chattanooga

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

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  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:06/09/2023

  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 went to view a home in my area managed by Home River Group. It was listed for rent on their website along with many other homes in the same new subdivision. Upon viewing the home I fell in love with it. When I left, I received an email that stated "The property manager for *address* has reviewed your inquiry and would like for you to submit a formal application." My spouse and I spent the time going through the entire application process and ************* which took forever and cost us $155. After we applied, we were told the property already had an approved applicant but we could change our application to another property. We went to view 3 other properties, and 2 of them fit our needs. They were listed as available on the website and each had a "For Lease" sign in the yard. We were told that both of them also already had approved applicants. By the way, it took a good 24 hours to receive a response each time so I ended up calling or going on the live chat on the website. I sent an email to the provided email address asking if they had a list of ACTUALLY available properties with no approved applicants. The response I got was that there was no way for them to know that and they sent me a link to the listings that we had already viewed - that weren't actually available. After asking about the final property, the property manager canceled our application. It was never even processed. We would have never applied if we knew that the homes that they stated were available weren't actually available. This feels EXTREMELY predatory. They list homes for rent on ALL real estate sites in the town, push people to apply, collect application fees, don't communicate with applicants, and leave RENTED homes on their website as available. This should be illegal. As of this writing (a week after this fiasco started), the homes I tried to apply for are STILL listed for rent on their website. I asked for a refund of my application fees to no response.

  Business Response

  Date: 07/07/2023

  Hello, I am sorry to hear that we under delivered and did not meet expectations as a company. We strive for better customer service and will improve listings. 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

• Initial Complaint

  Date:06/07/2023

  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.

  Well I was late for my rent in *** I had a little setback however I agreed to pay the late fees for *** rent which came out to **** when it was time to pay the *** rent the landlord added June rent on before June she added it on *** 28th and she asked for *** rent I asked her to unlock the portal so I can pay the past due rent for me because it was a June yet she told me I could not had to pay for *** and June she told me my home was under eviction but I haven't received nothing in the mail no one has came to my house I've called her I've called other people that's supposed to be over her and have no luck to responding I went to the location where the home office supposed to be there is no one never there it looks like the building is abandoned no one answered the phone call my job coach for my job even went over there no one answered for her no one answer the emails that she sent and fax some of the emails are bouncing back like they don't belong to anyone so at this point I don't know what to do I'm scared to keep giving these people my money if they're a scamming us because we can't talk to no one we went to the office location it looks like the building is abandoned no one answered the doors and we can't speak to no one on the phone so I need help she says I'm under eviction but I have no proof and I'm supposed to be up under vision for the past due amount that I tried to pay in *** but she wouldn't open the portal for me to pay it when she did open it she added June rent and said I had to pay all the amount which told us to be ***** and some dollars

  Business Response

  Date: 06/26/2023

  To resolve the situation, our delinquency coordinator has offered to accept the May payment and work with her on the payment for ***** but the tenant has refused. We also offered her the option to speak to someone in person at our ***** branch to ease her concerns about where her money is going, but she declined this as well.

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20151946
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/06/2023

  Type:Sales and Advertising 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 dont even know where to start with the issues we have with this company. Our lease stated in November 2022 prior to move in we had many issues with the home. Issues with the carpet ( which they wanted to mend) filthy vents full of ***************** of dust. A Broken light in the front of the home with exposed wires. Holes in the wall. As well we had to deal with the smell of p*** and urine for over a month until they sent out a plumber and the plumber advised replacement of toilet which has never been replaced. Mental surrounding tile was exposed causing a fall hazard. Uneven cement walk way caused my wife to fall . Every month its a new issue. From being sent a 3 day pay or quit notice for $150.00 for a document fee which was suppose to be removed. Late fees charged in December taking month to be removed due to their negligence to follow through . The property manager ****** never returning phone calls or emails. Never even did a walk through . On the day of move in they finally sent the crew for yard work and home river group cause us to have to reschedule our flight as they did not complete work. Issue with wasps were suppose to be handled by *******. She lied about that as well. We have been charged for filters and were never received. Repairs have not been completed within 3 days. For the last 2 months we have been charged late fees for an issue on home rivers side with there online epay . Which we had an issue with in January and they advised they had no one to help with the issue. Now for *** and June I have been charged over 500.00$ for late fees which were by fault of home river groups portal . After phone calls with our new property manager as well as confirmation email from home river group showing e payment was set up they will not respond leaving me have an anxiety attack. I can not take it any more with this company I did not sign up for this. This companies inability to help there customers is instance I received no phone calls today

  Business Response

  Date: 06/19/2023

  The carpet in the living room and hallway was replaced within 3 months of their move-in. 
  No record of the tenant notifying us of a broken light with exposed wires and there is no light in the pre move-in inspection report that reflects a broken light. 
  There are no noticeable holes in the walls in the move-in inspection report - we have record of nail holes and anchor holes being patched and painted 10/17/22 prior to the tenants move-in.
  The request for the clogged toilet came in on 11/17/23, a plumber was dispatched the same day, however, the work needed to be approved by the owner as it exceeded the pre-approved threshold. The owner approved the repairs on 11/23/23 and due to the holiday, the work was not able to be scheduled until 11/28/23. The plumber did not recommend to us that the toilet be replaced, this is what was stated by the plumber on their invoice - Arrived on site toilet was clogged. Auger toilet multiple times and cleared blockage. Did not have to pull toilet. Photos attached.
  I am not clear what they are referencing regarding the metal surrounding tile? If it is the photo reflecting the entry tile, the carpet was replaced and this area was repaired.
  We are happy to discuss the concrete with the owner to see if they are willing to repair the slightly lifted portion of the walkway.
  Tenants were charged $150 Tenant Admin Fee on 11/1/2022, this is a move-in fee and is listed in the lease agreement that was signed by the tenants under Section 5. C. (1) & (3). It is our company policy to send all tenants a 3-Day Notice to Pay or Quit if rent is not paid by the grace ****** listed in the lease agreement. An email was sent on 12/9/23 explaining this to the tenants and also notifying you that we would remove the late fee once the fee was paid, the late fee was in fact removed from the account.
  Wasps - The tenant's daughter viewed the property prior to move-in and expressed concern about seeing wasps in the backyard. I explained to her that if there were visible wasp nests or an abundance of wasps when I conducted my move-in inspection that we could send out a pest control company. The inspection was completed on 10/25/23 prior to the tenant's moving in and no wasps or nests were photographed or noted as needing pest control. The tenants never sent in any further requests or communication regarding the wasps.
  We have never been made aware that furnace filters have not been received by the tenant. Furnace filters are shipped by Second Nature, a third party company, on a quarterly basis. We have sent a request to Second Nature to ensure that the property is properly signed up to receive filters. If the tenants have not received any filters since moving in, we can credit the tenants for those months.
  Regarding the late fees that the tenants have been charged, those are due to a maintenance reimbursement charge of $202.50. The tenants sent a request in on 1/26/23 stating that there was a loss of power to the exterior outlet and to the garage. An electrician was dispatched and found that a **** was tripped and needed to be reset. The tenants had boxes covering the **** that needed to be reset, therefore, the electrician was unable to assist further. The tenants were charged for this since the vendor was unable to complete the call request. This charge has still not been paid, therefore the tenants have been charged late fees. We can remove the late fees on the account, however, the maintenance charge will need to be paid.
  The tenants May 2023 payment was returned and our system stated that it was due to a bad account - account could not be located. The tenant was charged a $20 fee for a returned payment, however, they were not charged a late fee.
  Again, we are happy to remove the late fees on the account as long as the $202.50 maintenance charge as well as the $20 returned payment charge are paid in full.
  

   

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 2014*559
  
  I am rejecting this response because:

  - your carpet response it laughable- attached in the complaint is a copy of the carpet with rips. These rips were suppose to be mended which I was told someone would complete the work on 11/2/22 which was after the move in date. Keep in mind that this carpet issue came up a week prior to move in and nothing was done. It took 3 months after a fall for your company to do something. As well in reference to the carpet they neglected to advised that the day the carpet was suppose to be replaced the company they hired did not 1- bring enough carpet they wanted to replace a small area - not even replace the issues pictured of the rips. The gentleman that came out left and said he would be back the next day and never showed. It took over a week to get the carpet company back out to finally complete the job. Again another miscommunication from H33393*3*3037313*3236H. So please spare us the you did us a favor it was a fight for 3 months to get the carpet replaced. As well your metal surrounding the tile it was repaired after 3 months and a fall as the metal surround was sticking straight up. 

  - the holes were missed in your inspection due to the white covers that were stuck to the wall. 

   

  - your dates are off in regards to the toilet issue- a plumber did not come out same day the date the ******* came was after the holiday. Which per the ******* advised to us the tenants that he had recommended to H33393*3*3037313*3236H that the toilet be replaced. Correspondence was sent to H33393*3*3037313*3236H in may occasions with no response. Even when speaking with our H31313*3*333135303232H manager when the issue of the toilet was brought up I received no response. 

   

  - the slightly lifted concrete is lifted a half inch and well as inch of missing concrete garage to driveway with metal sticking up. We have been waiting months for someone to come out Home H31343*353137353*393*H needs to arrange someone to come out.

  - 150$ was advised to be removed due to ongoing issues not being completed with *******. Home H31343*353137353*393*H is also neglecting to advise that the tenants had to change flights due to the fact that the home smelled of cigarettes and wet carpet. As well the outside of the home looked abandoned with no yard maintenance. I was asked to change the move in date as the work to the yard would not be able to be completed until the move in date. That was also a lie my daughter was able to speak the workers taking care of the yard work and they advised that received the call that day. When my daughter advised that she was told they were advised over a week ago they said that was a lie. So with the change in flight itinerary myself and my wife had to extend pay for a week extra on the apartment we were leaving due to the work not being completed by the move in date. Please note all of these issues were advised to ******* a week prior to the move. No return phone call or emails . We have not received any phone call up to date from Brianna * months later. Maybe 3 emails from hernot addressing any of the issues. 

   

  - wasp nests i am not sure who is responding to this but if you are in ******* i never talked to you only phone call regarding the wasps was from ******* stating that she was going to send someone out to take care of the issue. Nothing was ever mentioned about wasp nests. ******* never even followed up to advise what had taken place. 

   

  - filters - please do not now act like you care now about the filter many time we reached out to home river about the filters and no response. As well if the filters are shipped quarterly basis why am i charged 10$ a month for a filter if your company is advising they are to be replaced every month ? 

   

  Late fees- back in January we had the same issue. We verified all information was correct on our end and to find out it was an issue with Home H31343*353137353*393*Hs system. Calls were made to Home H31343*353137353*393*H and we were advised they did not have anyone for us to speak with in regards to their online system as no one maintained or handled that. So needless to say the may payment had an issue and so did June. But wait it gets better after being told it was out fault by the new H31313*3*333135303232H manager He asked for proof . That proof was send via email 2 minutes after the phone call was completed and then dead silence from Home River Group. We did not even get a call back from a higher supervisor not surprised it is very common practice for home river.  They have charged late fees to us on issues that were not caused by us. After almost 3 weeks later home river has done nothing with the proof sent via email and each day they keep adding to the  late fee. Sounds illegal . 

   

  - Garage issue- Please advise where and when home river advised to us about a **** on the right side of the garage. We had a neighbor come over and help with the issue we were advised that there was no **** on that side of the garage. Please advise any documentation submitted to us showing where the **** were located in the garage. As well please advise and provide any documentation with a signature we were going to be responsible for the fee? Once again a number of phone calls were made to the H31313*3*333135303232H manager with the issue not being handled - as well the H31313*3*333135303232H manager was also advised that a 400$ vent cleaning was paid by myself due to the health hazard of the dust collected on the vent in living room (which home river was also advised needed to be cleaned prior to move in) This was never completed and due to ongoing health issues I had to pay to have in cleaned. H3130313*303033323*31H manager was advised that they can pay half of that bill,  last week Monday we were advised that the Maintenance call was taken care of. As well looking at the account the only fees that are showing are late fees caused by H33393*3*3037313*3236H online site. Why would i pay a ****** service charge  which i was advised that it was already taken care of. 

  That leads to me another issue- on saturday June 11 we advised to home river that their  Inspection that was suppose to take place on june 13th was going to have to be placed on hold as i was in the hospital and would not be able to complete until doctors advised i was clear to do so because of the stress which has been caused by this company. We have written correspondence from home river threading a 50$ if we had to reschedule. Please note as well home river was also advised that on June 9th i was taken by ambulance to the hospital . Home H31343*353137353*393*H threatened a 50$ to someone in the hospital . On Tuesday June 13th a gentleman name ******* showed up from H33393*3*3037313*3236H advising that he knew nothing of the change of date and again threatened a 50$ as we saw the hospital band on my hand as i had just got home from the hospital . Which also lead H33393*3*3037313*3236H into another issue they can never handled.  The light on the grass was advised to H33393*3*3037313*3236H prior to move in that it was broken. That was in November. After again many phone calls and emails dead silence. So during the June 13th visit that home river concluded this same light was laid over on it side with exposed wires. This gentleman ******* never or as i see it neglected to notate the light . How are you going to charge someone 50$ and you did not even completed or handle the inspection. When home river again was contacted they advised to complete melds again causing more stress which is now affecting my health. I have 2-4 nurses and medical personnel coming to assist me some of these people the same people who took care of my wife right after we moved in they have as well seen and listened to all the issues we have gone through with this company. Now this company is neglecting medical notice - i am currently waiting no a note from many of the treating doctors to provide written notice of what is taking place due to home river and there unnecessary stress they are inflicting. So again if Home H31343*353137353*393*H send someone out to conduct a inspections of the issues why were they not notified and why would i have to go through and complete a meld. So as this point i should be charging for my time like they threaten .  

  Your response is ignorant and your company knows you have dropped the ball  and not followed the laws in place for renters and your inspection just makes you look that much worse. 

   

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

• Initial Complaint

  Date:06/05/2023

  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 out of a rental property in April. I attempted numerous times to contact the property company to ask about a move out checklist and had a complaint in regards to cleaning the walls and the paint falling off. No one ever returned my calls after numerous attempts. Now Im receiving my deposit past 30 days charging me for paint and cleaning **** and 220. Even though I requested numerous times for assistance . Im still waiting on a call from a property management since my move out from April and nothing. I will be requesting for this company to be blacklisted for military families if I dont get any assistance in regards to this matter. Its ridiculous that I grew ** in a military family loss my dad active duty now going into active duty and we get treated this way. I also want receipts showing the paint charges with labor.

  Business Response

  Date: 06/26/2023

  We reached out to the tenant regarding the disputed items with a resolution to the dispute. The tenant has been made aware that they will be credited back for a portion of the paint and the entire cleaning fee. 

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a HomeRiver Group property on April 13, 2023. In the last fifty days, I have had squirrels living in my bedroom wall, my water was turned off for 4.5 days due to HomeRiver(HR) not paying the bill (they had notice before I even moved in that it would be turned off), and now I am currently living without ** in 90 degree weather because of a Freon leak in the unit. Not to mention a huge spider and ***** problem. I pay $995 a month, and I am responsible for all my utilities. I am even charged $10 a month for a filter Im supposed to change myself, they are supposed to deliver it every 90 days, the neighbors say thats never happened. Im supposed to be responsible for water too, but I live in a duplex and my city cant split that, so it falls on HR to give that bill to us so far they have not. But beside the point they have not made any moves to fix the 10+ entry points the squirrels are entering my walls through, or clean the squirrel nest/feces in the wall, though they did send someone to put a trap on my roof as a temporary fix, nearly a month after Id first reported it. I am on day 2 with my ** off, and the people that came yesterday thought it was a gas leak, even though we had explicitly told HR that it was not gas, per the fire department. When the people that came went to check, they said 10 feet of coil was just missing from the ** unit and that it would need fully replaced. And I dont trust HR to do this in a timely or correct fashion based on what has happened so far. When the water was shut off, my neighbors and I did everything we could to get it back on quickly, but HR did not go the right routes and even lied to us about the citys system being down. I called the city; it was not. They just didnt pay it the right time or what the city recommended they do to get it back on quicker for us. It has been a nightmare living here. AVOID HOMERIVER AT ALL COSTS. I desperately want out of here. I cant imagine doing this 10 more months.

  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

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20135390
  
  I am rejecting this response because:
  There is no direct contact given, and I do not trust that anyone will get back to me, as its been nearly impossible to get responses for basic and major complaints as it is. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/27/2023

  Please accept the following response on behalf of HomeRiver Group  Manager with respect to the complaint filed by *********************; Complaint:
  
  We have communicated with ****************** regarding her issues, and all her work orders have been completed and taken care of (AC & Pest control).  As for the water bill, this is a duplex home and neither of the tenants are responsible to pay the water bill, the owner will always pay this water bill for this duplex.
  
  We are crediting her the amount of $250 for the maintenance issues and we have also credited the filter charges from her lease start date ******* until the month of July ($40) and an order has been placed so she can recieve the filters every 3 months.
  
  At this time, all concerns from the complainant have been addressed, and no further action is needed on our behalf.
  
  Please do not hesitate to contact me to discuss any other questions, concerns or if you should require any additional information to conclude your investigation of this matter.  
  
  Sincerely, 
  ***************************
  Property Manager - IAG

  Customer Answer

  Date: 07/27/2023

   
  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.
  
  However, I do need Lauras contact information, as these credits have not actually been applied to my account yet. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease for ******************************************************** on April 5, 2022. Term was for one year starting 4/7/2022. I gave appropriate notice upon exiting the property and was soon after called by a woman asking for my new address. Since then, I've received zero communication from HRG and I've made multiple calls about my missing security deposit refund to no avail. I am owed $1495. I left the home in immaculate condition. There was a maintenance request left for 3 windows that were installed incorrectly. Rent was always paid on time and in full.I was routed to the **************** office for inquiring about my deposit. I am always told that the guy in charge is unavailable and I can leave him a voicemail. *************). Again, I've received absolutely zero communication.

  Business Response

  Date: 06/12/2023

  We reached out to the former tenant, we did not have the forwarding address on file. We have updated that now and a new refund check should be sent this week. We will keep the former tenant posted on the progress and will provide a tracking number once received from accounting. 

  Customer Answer

  Date: 06/13/2023

   
  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:05/31/2023

  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've been renting a home with HomeRiver Group since May 2022. I have been emailing them consistently about hidden fees and billing complaints and no response. I've left messages on the portal, made calls, and sent emails all of which have fallen on death ears. I even threatened withholding rent to see if that would catch their attention and nothing. I am being charged $15 a month for air filters (monthly since I moved in). I recently renewed my lease and I was charged a renewal fee, an insurance renewal fee, and now a members benefit package fee of $44 (which I have no idea what this fee is and no one has followed up with me to clarify the charge). This is by far the worst property management company I've ever dealt with. We don't have any maintenance issues, and pay early, never late and we can't even get a simple response.

  Business Response

  Date: 06/14/2023

  The resident's were sent the details of the Resident Benefits Package. All residents' received and signed; the lease renewal offer in January and lease agreement in February. Both documents contained detailed information on the renewal benefits package which replaced the previous filter charge. We understand that overlooking the details of the resident benefits package can happen. We have also sent out additional information to help with the new RBP program and called the resident to assist.

• Initial Complaint

  Date:05/31/2023

  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.

  ******* Daughters have moved in this property. We requested for severval items to be fixed, cleared & cleaned before moving in. These request were before the lease was signed. Now we have been there for 2 weeks, & the frdge is still broken and has a foul oder. The shrubs and landscape was not cut or cut back prior to move in. Also there is a lot of poision ivy/oak on the side growning on the house and in the back yard of the house that needs to be treated. That has not happen. The latch were the key was kept to view house is still on door. Nails and various screws are in the back yard area, in the grass thru out the yard, never removed. We have held up out part with 1 month security deposit and 10 days later paid another fee for the prorated rent. And still nothing on their behave. No one is answering the phones, returning emails, and maintenace has not called back about the fridge that is broken and that smell very bad!! This is unsat for a disabled veteran to live in this condition with their family. I feel that they are taking my money and not giving me what is due to me as tenant.

  Business Response

  Date: 06/07/2023

  We were notified of the refrigerator issue on 5/15/23. The owner took this in house and the owner dispatched their vendor for repairs. The owner confirmed it was repaired. The tenant put in another request on 5/25/23 that was canceled because the owner had repaired. We reached out to the tenant to confirm it was still an issue and notified the owner. We've not heard back from the tenant but the owner stated they will send their vendor back out. We were unaware of the landscaping concerns as no maintenance request was submitted via Meld.

• Initial Complaint

  Date:05/30/2023

  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.

  After requesting a renewal, I was sent three options for the next rent. I chose the first one with 18 at $ ********. And there is admin fee of ******, and filter fee *****. A total of 1,935.Then on the portal the rent income was showing ******** plus admin fee 100 + filter fee 20 = 2,388.00.I texted to ask but no one replied to me, and I don't want to be fined as I am reading on the reviews.

  Business Response

  Date: 06/07/2023

  The tenant did not complete their signatures on the renewal which caused the account to roll into month-to-month status. We have reached out to the resident to discuss the issue and have resent the documents they need to sign in order to process the renewal and update the account status and ledger. 

• Initial Complaint

  Date:05/30/2023

  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 completed a renters application for Southside Homes in ***** **. ********************** is the management company in charge of this property. I was accepted and paid the admin fees, & a security deposit on 4/28/23. From that point up until 5/23/23 I received no correspondence from Home River regarding the property availability, a walk thru, or lease agreement despite several emails, texts, and phone calls from me. I have both texts **************** that verify this negligence. It wasnt until 5/23/23 that I spoke with an employee with Home River who had worked there for three days that she would contact her supervisor for assistance. I requested a refund of my security deposit, was told it would not be refunded. When I asked to speak with a supervisor I was provided an email. I have yet to hear from anyone at Home River. This type of communication or lack there of is not acceptable for a company that is responsible for handling rental properties, by looking at their BBB rating its amazing they are still in business. I would like to have my security deposit refunded to me. I am not asking for the application fee or the admin fees. But I refuse to accept that this company can just keep my money with the type of service they provided.

  Business Response

  Date: 06/07/2023

  Thank you for allowing us to review this.

  After reviewing the complaint, we agreed to retract the request for the holding of the security deposit of the complainant as an act of goodwill.However, the complainant has retracted the security deposit payment, so he'd need to dispute his bank regarding it.

  Please let ** know if we can assist any further.