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 Charlotte

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

• 

  Home Encounter

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

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

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:05/25/2023

  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.

  4/4/23 ark plumbing $430 and 4/24/24 elite solutions $8,492 plus 4/14/23 $5 fees, 5/15/23 intent to lien $50 totaling $8.978.Breach of contract pertaining to bi-laws of condominium governing laws, refused to pay bills for repairs caused from plumbing leaks inside of walls causing ceiling damage to unit below.

  Business Response

  Date: 05/30/2023

  Thank you so much for allowing us the opportunity to respond.  This owner was contacted on several occasions, but refused to address the leak.  Per the Ark Plumbing invoice attached, the leak was cause by a nail driven through a water supply line as a result of a dishwasher being installed incorrectly.  Please let me know if I may be of further assistance. 

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20102200
  
  I am rejecting this response because:
  This is their assumption. all evidence shows clearly after **** was cut out by plumber, where **** was coming from, no work of any kind was performed in kitchen by myself or anyone. if need be we need to get the plumber version to clarify this was behind seal wall, with no evidence of any tampering. They are just trying to be big bully and siding with *************************, because the apartment was not rent cheap to her family. it's a smear campaign, against the owner, that will not succeed at the end.

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

  Business Response

  Date: 06/12/2023

  Attached, please find the invoice from the plumber. I am unable to attach photos documenting what they found to this complaint. Please let me know if you have any further questions, or if I may be of further assistance.

• Initial Complaint

  Date:05/24/2023

  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 company is the *** associated with my neighborhood. We pay monthly but our property, including the private roadways, common areas, and most notably, the well that provides water for our homes, needs attention. My surrounding neighbors and I have tried repeatedly to contact the company, and you can never reach the contact, and he never returns your calls. This has been an ongoing issue for almost two years. We pay $300/month for zero results and no contact.

  Business Response

  Date: 06/02/2023

  Our contract for this property is accounting only. The board has allowed us in some situations to get the landscape managed. A landscaper was called on 05/25. Other than that, we do not have a full-service contract in this community. These items of concern should be brought to her boards attention. 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 20095966
  
  I am rejecting this response because: I am looking for help with my **** We reside on a private street with 11 homes. Two homes are individually owned and not part of the **** The remaining nine homes were initially owned by a management company, which sold two properties to individual buyers in 2021. The remaining 7 properties were sold to an investment company, and they are rented out. I purchased my home in November 2021. The *** began in January 2022, with my quarterly payment at $852.06, or $284.02 per month. In April 2022, another homeowner moved in, and their *** payment was the same. My neighbor and I felt the fees were exorbitant, considering the lack of any improvements or maintenance. I made multiple attempts to contact the ***, but never received a helpful response. In November 2022, the *** provided a new budget which resulted in an increase of our monthly *** fee from $284.02 to $396.06. In addition, we were charged a special assessment of $678.45 per quarter, raising our total monthly *** payment to $622.21 for 2024. In 2024, we paid the new monthly fee of $622.21. However, no improvements or maintenance were performed. The pool was out of service all summer, our street has potholes, landscaping is overgrown, our common well is producing water with a chlorine odor and we had to begin managing what we could ourselves. Many attempts to reach someone from HomeRiver Management to resolve these issues were made, we have received no assistance. We were informed that the special assessment would end in January 2025, but the fee of $622.21 was charged. I am struggling to afford my home due to these escalating fees and lack of community support. To find a solution, I offered to sell my property to the ***, their offer was only $20,000 more than what I originally paid 4 years ago. I am concerned about the potential loss of my home and the equity I have built. I would appreciate any guidance you can provide in this situation.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/22/2023

  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.

  I would never deal with this company again. I have had nothing but issues from the beginning. Believe the reviews that say this company will forfeit your deposit due to ridiculous charges. I moved out at the end of last year and have called, gone by the location, and emailed numerous people before getting ahold of someone about the security deposit. I finally received a letter in May stating my entire deposit was being held for things that should be done between tenants by the company. $984.50 for new paint (after living there for years matte paint is bound to get dirty in high traffic areas) No inspection was done with me prior or after my moving. I was never given the option to paint this myself; as I assumed the company would touch any areas up prior to the next tenant- as other landlords have done in the past. Im being charged for a screen that was already missing prior to move in and paint on a ceiling that already needed it. I have never had a deposit withheld for normal wear and tear. The company actually charged me $10.00 for replacing a lightbulb- I mean, seriously? I paid to have a company come out to deep clean prior to my move out date, that includes carpet cleaning, and still got charged $250.00 by Home River. I understand charging renters for damaged property, but they are trying to justify normal everyday wear as a means for keeping security deposits. Do yourself a favor and lease from a different management group.

  Business Response

  Date: 05/30/2023

  We have been working directly with the tenant and the owner to try to resolve this issue.

• Initial Complaint

  Date:05/18/2023

  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.

  This company took a large sum of money out of our security deposit for a couple of scuff marks on painted walls from our couch and master bed. They also charged us almost 300 dollars for professional cleaning when nowhere in the lease did it state that I had to have the home cleaned. It only stated that I had to return the home in the same condition it was received and I did. They are stealing money from tenants' security deposits on a regular. You can see this is a constant complaint in the reviews. They are also using my security deposit to fix outside water damage to the door frame that I did not do. That is considered normal wear and tear and they cannot use a tenant's security deposit for upkeep on their property. I feel strongly that this company needs to be investigated for the amount of security deposit money they are keeping. I only lived on this premises for 3 months and they kept almost 1000 of my security deposit. Plus I had to pay them an additional 2 months of rent for breaking the lease early. I followed the contract and met all the standards that were expected of me for being the tenant. I have pictures of the property upon move out to prove that no damage was done.

  Business Response

  Date: 07/03/2025

  Thank you for reaching out and bringing this to our attention. Wed like to help resolve your concerns, but weve been unable to locate an account or ********************** under the phone number, email, or provided address (************************************) in our records. This property is not listed under our management.
  
  
  We do have a record for a ***** Allen in ********** from 2018. If this is your account, wed be happy to connect you with our *************** for further assistance.
  
  
  If your tenancy was with HomeRiver Group, please share any additional details that could help us locate your account, such as the ********************** address, the name on the lease, or your tenancy dates.
  
  
  We take all concerns seriously and carefully review all security deposit deductions in line with the lease agreement and applicable laws. Once we have the correct account details, well be able to address your concerns thoroughly.
  
  
  If youd prefer, you can also reach out to our ************ directly at **************, but were happy to continue assisting you here as well.
  
  
  Thank you for your cooperationwe look forward to resolving this matter.
  
  

• Initial Complaint

  Date:05/17/2023

  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 moved into this property in July and on the first water bill we discovered there was a leak in the main water line into the property. This leak caused a water bill of $998.45 and continued to increase. Please the attached bills.The Property Mgmt took ~3 months to make the repair, after which time, the water company monitored the bill for additional 3 months. An adjustment was made to the water bill, but a balance/penalty of $788 was left outstanding.The Property Mgmt is refusing to credit me for the $788, I have paid to cure the outstanding balance. In addition, the communication and manner in which this issue has been addressed has been extremely poor.

  Business Response

  Date: 05/25/2023

  We have agreed to split the cost of the overage with the resident and have issued a $350 credit towards their account.  The item was not notified to ** until after the resident received 1 water bill and they were about half way to a 2nd water bill.  When we were notified, it took about 4 weeks for a completed resolution.

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20066825
  
  I am rejecting this response because: In the first month of living in the home we submitted ~10 request for repair; when we know of an issue, we submit the request.

  We first notified Home River on 08/29 (Mon), which was the first business day after receiving notification from the water company that there was a leak; this was before we received a bill or knew of a leak. Home River did not address this issue until 9/27. 

  In addition, in speaking with the water company, they determined that based on water bills prior to our move in date, there was already a leak; apparently it took some time for the water to find it's way to the surface.

  Finally, the reimbursement amount is already less than what I should be seeking. Since the repair, we have been averaging ~***** gallons of water which cost an average of $80.94 per month and we were paying $100 per month during the leak. 

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

• Initial Complaint

  Date:05/16/2023

  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 am a tenant at this location. My account is completely current. My lease ends in 3/24 (renewal). The ** at the address is out. I have submitted the maintenance request, as required, through the proper portal on Sunday, May 7th. They acknowledged the receipt of the request on Monday May 8th. Today is Monday, May 15th and there has been no repair to the unit. The lease states a "reasonable time frame is 7 days." I have followed up every day to attempt to get the Vendor assigned to complete the repair without success. There is nothing in the lease stating what temperature defines a "safety issue" yet I've had multiple "Agents" ask what the temperature on the thermostat is - I have a daughter with a disability and excessive heat WILL cause a safety risk. I am requesting assistance on this matter. Any and all emails can be forwarded if needed

  Business Response

  Date: 05/22/2023

  Tenant notified us on 05/19 that the issue with the a/c has been resolved. 

• Initial Complaint

  Date:05/16/2023

  Type:Billing 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 was late paying my rent for ***** when I attempted to login in to the online portal to make a payment I could not. I reached out online and was told I was locked out of the online portal for for nonpayment. Then the property manager ****** told me that I would have to pay both ***** and *** rent plus court and eviction fees which came up to *****. I asked if I could pay online and they told me no. They revoked access for non payment which is not in the leasing agreement. So I paid an additional 30$ to the post office overnight a check to home river group on Thursday *** 4 2023 to the address ****** provided l. I called in the following Monday on *** 8th 2023 and was told by ****** that the company lost my check and he would try to have them locate the check. He asked for the tracking number and information and I sent screenshots showing the tracking number the address where it was sent to and that it had been signed for by a ******************* on *** 5th at 1:48 pm to the time zone in who it was sent. Today *** 16th, 11 days after homeriver group received the check I am told that the payment cannot be accepted because it was not the correct amount due to a late fee being added on for *** even though the rent was received per the lease agreement within 4 days of the due date which was *** 1st 2023. ****** said he spoke with his boss and claims the fee cannot be waived. I am now continuing to face eviction due to the fact I was Locked out of my electronic payment options and the company lost my check by the admission of ****** the property manager. I was told they could unlock the online portal for me to pay the late fee but I will not. I want the company to waive my fee for *** and accept the payment for ***** and ***

  Business Response

  Date: 05/22/2023

  This has been taken care of - she sent in a check and there was a late fee applied - accounting per instruction does not deposit any funds under eviction that do not match the balance amount.  I received an override for the late fee and the funds will now be applied - the tenant was informed this morning.  When an account goes into eviction - the portal is shut down to make any online payments due to its delinquency and legal proceedings.  The tenants receive a Notice to Vacate letter between the 6th and the 10th of the month - stating they must leave the property or by on or before the 14th if not they will be going into eviction.  The tenant was well aware of what was going on.

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  I would like to reiterate the issue truly was that the *** payment was sent and received on time per the leasing agreement and I was charged a late fee for *** despite the payment coming in and being signed for on *** 5th. Since the late fee was removed and I am now current; despite NOT receiving a phone call from anyone in the company

  I find that this resolution is partially satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2023

  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.

  April 15: paid $1628.95 1st month rent/ $2250 security deposit/ $300 per fee/$$44.95 tenant benefit package. April 26- six days after move-in the toilet wasnt working with the plunger use since move in date on April 20. Contacted the maintenance coordinator and sent in a maintenance request. Also noticed on move-in day that the window was boarded up with plywood and plastic which was not the case when We had toured the home around April 5. Took close to a week to receive any kind of maintenance repair from a plumber. ******* told us that exact same day that the piping in the house was outdated and would need to be replaced as we will have future problems with it. Very same day the toilet clogged again. Emailed ******************************* that night with a complaint on how the toilet plumbing system was very messed up and we have been uncomfortable since the move in as we had do use bathroom in gas stations. Took Up to a week for ******** to reply to my message. Only received a response from the maintenance coordinator when we finally got the city health department involved. The home has been given till Mothers Day to fix the plumbing and window as well as clean of the piles of glass that were swept underneath the porch. Apparently there was a problem with the vendors, however we were not updated on this issue at all and have been left in the dark. ******************************* messaged ** offering up to $100 night stay in a hotel with reimbursement. Call ******** about reimbursement because the hotel needs an authorization form signed and were told that it was actually a rent credit, not full reimbursement. Tried to make a play on words and told ** reimbursed could mean anything. ********* has yet to answer the hotels emails, we have been having to call every single day to finally speak to some kind of supervisor. We are not being informed on the lease termination process or updated with anything. We keep having to bother and call these people to constantly get any kind of response from them.

  Business Response

  Date: 05/31/2023

  We have been able to review your message however the person that has submitted this claim is not an occupant listed on the lease therefore we are not authorized to discuss further. Please have the leaseholder reach out to ** directly and we will be happy to review further. 

• Initial Complaint

  Date:05/09/2023

  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.

  The home we rented through Home River Group is a health risk as well as a unsafe property. The property manager ************************* is charging me from my security deposit for Black Mold Remediation because I didn't take care of it myself! This home has mold issues throughout the home and is not safe for residency. We had to throw my daughters mattress away because of the mold build up under it. The showers in both bathrooms had mold and mildew build. The structure of the home is also deficient, The kitchen has a terrible slope that the manager is aware of. The refrigerator has wood under one side due to the slope of the floor. The basement floor is sinking with a large hole in it. The plumbing backed up and flooded twice during our lease and the support braces are rusting away. Several places on the outside of the foundation are crumbling as well as several outer window frames.

  Business Response

  Date: 05/22/2023

  We spoke with ************ about his concerns. None of these concerns came up during his tenancy, but only after he moved out and we told him we were holding some of his security deposit. There is no black mold in the home, nor is he being charged for mold remediation. The shower was left dirty and there are mildew spots, but he was charged for an overall cleaning of the home, not this particular item. During our walk through of the home, we found no sloping kitchen floor, no black mold in the basement, and no giant hole in the basement floor.
  We will turn this home and make sure any deficiencies are addressed before another tenant moves in, which is our normal practice. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20038053
  
  I am rejecting this response because:
  I`ve attached pictures of the mold and moisture problems, the hole in the floor and the kitchen walls cracking from the foundation sinking. This house is unsafe and should not be rented without major repairs! The home was in poor condition from day 1 which I proved with the pictures from the move in report. The "Mildew" in the shower is in the caulk around the bath enclosure, this implies the wrong type of Caulk was used prior to my move in! Why should I be charged to get the house in shape for the next Tenant when it was not in shape for us? Upon move in I had to trim all of the trees and bushes that were overgrown. I had to purchase and install blinds(7) in the sunporch because there were none. Which I left for the next tenant as they were cut to size for the windows. I changed all of the light bulbs in the home from Incandescent to LED and left them. I had to pressure wash all the pavers around the house because they were almost black(supposed to be red)! Charging me for cleaning a house that was never clean and in disrepair is just plain wrong! 
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/09/2023

  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.

  Move in Date May 5th. Brand new home that we just paid close to **** to move in. We have had no power for four days. We have made several attempts, several times a day to contact the 24 hour maintenience. They have informed ** that they cannot get in touch with the owner of the property to get this resolved. It is currently 88 degrees on the second floor of the hoise and currently 82 on the first floor. We had to purchase box fans and open the windows at night. Home River group still has not scheduled any maintenance on the app. Also there is no washer and dryer hook up in the house. Access to the water to hook up the washer is still sealed with a plastic cap and it will have to be physically cut open to hook up water.

  Business Response

  Date: 05/26/2023

  This AC unit malfunctioned and is under the builders warranty. The warranty company has been engaged and has been repaired once.  There were additional problems that have been escalated to the warranty company. Due to the work being under builders' warranty we are not able to schedule via the maintenace portal, but will require direct communication with the warranty company.  We are diligently requesting an update for the ***** In the meantime two portable air con units were provided the week of 5/19.  There are washer/ dryer connections in the home as noted on the residents self reported move-in inspection. The laundry areas' drain pipe was sealed due to prevent leakage during construction and the seal simply needs to be removed. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20033397
  
  I am rejecting this response because: the ** was jot fixed u *****-25-23 

  . We have been without air completely miserable and the house was unlivable. Home river group refuses to accommodate ** as tenants for their mistake. And would like at least the rent amount taken off for the ***** month. The same amount of days that we did not have power. I signed a lease staing that ai had working ce **** heating and air. And that was not acurrate. The co pany refuses to do anything for their customers.
  
  Sincerely,
  
  *****************************