Complaints

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

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  HomeRiver Group

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

• 

  HomeRiver Group

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

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  HomeRiver Group Sacramento

  1321 Howe Ave Ste 101 Sacramento, CA 95825-3365

  

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:04/17/2023

  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.

  A condition of renting a property from this company, I, as a tenant was told I would have to obtain renters insurance. Upon renewing my lease, I have started be charged for a "benefits package" which includes a fee for another renters insurance policy. Therefore, I have been forced to pay for two products to complete one service.

  Business Response

  Date: 04/26/2023

  They were told prior to move in that insurance was needed, which it was.  For this lease renewal, we offer the resident benefit package which includes renters insurance.  If they have their own insurance and submit proof to ********************************* it would get discounted off of the $44.95 that is on their lease agreement.  They were also supposed to provide ** proof within 3 days of the execution of the lease.
  
  

  Customer Answer

  Date: 05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: business reponse is inaccurate.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/10/2023

   It is accurate and is the same procedure with all residents that have renewed since about December.  They are still more than welcome to provide proof to the email address given which will discount the $10.95 that was previously informed.  Again, the charge is on the lease agreement and the information is on our website.
  
  

• Initial Complaint

  Date:04/14/2023

  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 reached out to the rep and his director on a weekly basis on concerns and issues in our community, **********************, they would respond by stating they have sent to the contractor. When I asked them for receipts, invoices, and contracts information. I had to follow up multiple of times (5 times) to get the information. Also, they have not post our 2023 association budget on the web/portal. However, they failed to follow up with the resolution/completion or even an ETA. They have breached their contract with our community and neglected the maintenance in our community.

  Business Response

  Date: 04/20/2023

  Hello ****, 
  
  Your board of directors is elected by membership to act in good faith, act in the best interest of the unit owners, and exercise due care and diligence in carrying out their duties for the community.  I can assure you that your board has absolutely done this to the best of their ability.  
  
  When your community transitioned from the developer, irrigation was the main concern voiced by homeowners.  Your board immediately reacted and took the necessary steps to address this as quickly as possible.  Your board approached the developer regarding their responsibility/warranty for installation.  The developer denied responsibility because the vendor employed by the association did not properly maintain/make them aware of the many issues present.  Rather than spend the association's money on litigious action, the board agreed to accept their settlement offer of $30,004.03.   The repairs needed were completed as quickly as possible to address concerns even before the settlement funds were received. 
  Please note that HomeRiver Group is not an irrigation maintenance provider, nor can we determine if there are any issues with an irrigation system.  We can only act on the information provided by the current contractor, and advise the board to change contractors if we feel that their work is inadequate.  HRG started collecting proposals to replace the landscaping company in early December 2022 to address the concerns mentioned.  ********* brought the new landscape provider in in late January to complete the irrigation repairs needed, even though their service contract had not yet begun.  ********* completed their due diligence and acted appropriately.  
  
  I can provide emails showing that your inquiries were addressed as received, and the requested documentation was provided promptly.  
  
  I can confirm that the approved 2023 budget was included with the payment coupons sent to each owner.  Please see the order proof attached. 

  HomeRiver Group has not breached our contract with ************************************.  We have always acted as instructed by the board of directors. 

  I hope I've addressed your concerns.  Please let me know if I may be of further assistance. I hope you have a safe and wonderful weekend!

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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 out on January 31, 2023- I paid all appropriate fees and owed no rent. I had a rhino security deposit policy that was to be canceled by Home River upon move out. Home Rivers ledger had an error and kept charging me upon move out. So they took $937 from my Rhino account for zero reason. ***** needs paid back the amount that was taken out in error and I cant cancel my rhino policy now without that being paid and I am being charged monthly until this is resolved. It has been almost 3 months and I have been beyond patient. The accounts payable team evidently doesnt take calls (its next to impossible to get ahold of anyone) - and I am getting nowhere. They need to refund Rhino immediately so I can cancel this account!

  Business Response

  Date: 04/21/2023

  HRG has been in communication with the former tenant and working on getting the issues resolved.

  Customer Answer

  Date: 04/24/2023

   
  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:04/13/2023

  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.

  I rent my home in ****** ****. My prior Property Manager of 9 years sold his business to Home River Group in Dec. 2022. HRG didn't send monthly Income/Expense statements. Staff I attempted to communicate with would no longer work for the company (*********************, ***************************, *************************, *****************************). Their Lease states monthly statements would be emailed. If I had received monthly statements I would have seen all the erroneous activity I am describing below.The tenant lived with water damaged buckled flooring for 10 months because HRG failed to take care of it. My father, *****************, did most of the communication with them, and finally handled the flooring replacement himself; contacting the *************** in October (10 months later) to set up a date/time for flooring replacement.At the end of 2022 I was able to get a YTD Income/Expense statement. There were HRG Utility charges each month (never had utility charges with prior PM), I was charged $180 for a flooring estimate "I" had received from the vendor for free. I was charged a $99 Eviction fee each year I didn't approve (I was told it was optional but no opt-out was in the contract.). I requested proof of the utility fees over 4 months ago and HRG has still not provided proof (they keep saying they are researching it). The tenant however, has provided the Utility charges AND proof that she paid the utility charges each month. I terminated our agreement over 2 months ago and HRG has yet to send me the following funds:$300 minimum balance in account $180 flooring estimate that was copied from my "free" bid by ********* and placed on HRG letterhead $99 Eviction fee for 2022 $99 Eviction fee for 2023 ~$300 Utility water charges that the tenant proved she paid Months went by without communication with HRG, and I always had to initiate getting any replies. HRG Staff stopped responding to my emails last month. I have a year of email communication I can provide to prove everything I stated above.

  Business Response

  Date: 04/21/2023

  We have been working with *********** for several months to help her ensure her transition to management on her own was completed. At no time have we ceased communication with ************, to the contrary she stopped communicating with us and had her father do all of the talking for her. Many claims are false, and I will outline below:
  -Owner statements are available anytime on the portal for her to login and look at. She has access 24 hours a day, 7 days a week  to login and look at the statements. The owner statements are also emailed each month, and they were sent to the email she provided us. Whether or not the email was correct, they were sent out.
  -She signed an agreement to pay the $99 Eviction Protection Program fee in 2022, and it clearly states that it renews yearly for $99.
  -As agreed upon by the owner, we had the water bill in our name, to be billed back to the owner as water was provided to the tenant as part of the lease agreement. The tenant however took it upon herself to pay the water bill, resulting in credits on the account. I have sent many, many emails with documentation of each payment, showing ************ that they were never overcharged for any utilities.
  -As a goodwill gesture, and not because of any fault of ours, we agreed to credit her the $99 EPP fee for 2023 since she ended management so early in the year. We also credited her the $180 flooring estimate fee.
  -Regardless of the amount of communication and documentation we have sent ***********, she will not accept our answers. At this point we have refunded her money, closed out her account, and have nothing further on this matter.
  
  
  From the Property Management Agreement, highlighted areas:
  
    18. MONTHLY STATEMENT: Each month, Manager will make available to Owner, via Managers online portal and/or email, a statement showing funds collected under this Agreement less authorized deductions.
  
    20. PROPERTY SERVICES: Owner *****s Manager the authority to perform and shall compensate and/or reimburse Manager for each of the following property services (Property Services): (a) address any Maintenance Request submitted by a tenant; (b) maintenance, repairs, emergency preservation and other services deemed appropriate by Manager to keep each Property in good, safe, clean and habitable condition; (c) bring a Property into rentable condition; (d) coordinate internal technicians or retain and pay Vendors (defined below) at Owners expense to perform any of the foregoing; (e) pay any other expense related to ********* Services and care of Property, and (f) interior and exterior evaluations of Property in Managers sole discretion, subject to Property access and at a frequency set by Manager. 
  
    22. AUTHORIZATION LIMITS: Owner authorizes Manager to pay for Property Services with an expenditure limit of $500 for each issue or item (the Authorization Limit). If Manager is required to expend more than the Authorization Limit, Manager will seek approval from Owner (Approval) for any such amounts, for which Owner shall not unreasonably withhold or delay such Approval. Owner shall provide Manager with funds in excess of the Reserve within five (5) days of an Approval.  
  
    24. UTILITY SERVICES: Owner shall compensate and/or reimburse Manager or a third party selected by Manager and ***** the authority to incur expenses and coordinate utility services ******** Services) at each Property for the benefit of Owner, Vendors, contractors and prospective tenants. ******* Services shall include, but not be limited to, utility activation, deactivation, suspension and general management of ******* Services. Owner and tenant may be charged separate fees for ******* Services. Owner shall ensure utility services are connected for Property throughout the duration of this Agreement.
  
  
  I have attached the **** which includes the Eviction Protection Addendum. Both are signed by ************.

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19926875
  
  I am rejecting this response because:  I have attached images of the email communication. Each image shows a timeframe when no one from HRG responded. The last image is an email sent showing again the lack of communication and how employees at HRG ignored our constant requests for information.

  Note, in many emails sent to HRG, we are asking for Statements. The Contract clearly states MONTHLY Statements would be emailed. No one from HRG ever directed us to the "Portal". 

  ***************** told us ***** could have opted out of the the $99 Eviction Fee Program. There is no checkbox in the Contract to decline that service. We didn't learn of the $99 charge in 2022 until December 2022 when we received the first COMPLETE Statement. How could we refute a charge we were unaware of?

  HRG charged $180 for a flooring estimate that another vendor provided for free. HRG used that vendors estimate and fraudulently gave the estimate on HRG Letterhead.  Last month, AFTER the Contract was terminated, HRG slipped a $120 charge for a estimate for a new refrigerator. A new frig was NOT needed. We paid $55 for a repair and HRG wants to charge $120 for an estimate that was fraudulent.

  Funds to be returned to *******************:

  $300 minimum balance held in account

  $180 flooring estimate (fraudulent)

  $120 refrigerator estimate (fraudulent)

  $99 Eviction Fee Program charged in 2023

  $99 Eviction Fee Program charged in 2022

  $300 Utility fees - the tenant provided proof of payment to Knox County 

  $1,098.00 Total Due

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

• Initial Complaint

  Date:04/11/2023

  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.

  This company is mostly automated and it makes it very difficult to get the service or corrections needed. I have been going back and forth to manage my first payment to the new rental property. The system only allows you to pay the exact amount I'm the system so because the amount is not correct I am unable to make the remaining payment. The first payment I made was a mess and because of all the hassle I have been charged with some fees. Now with this new late fee I have I have more to pay but it is hard to get assistance. I was advised to make a payment at ******* but it only allowed me to pay partial and the remaining balance I cannot pay due to the homeriver system. The agent in charge can only be contacted via text because it is a zoom line and will not work over a regular call. However, sometimes I get responses and sometimes I don't. I've had issues with every step of the process of working with them. The house was also not move in Ready with a broken toilet, dishwasher and sink not working. There is no where to get service and once you do speak to someone there is no accountability for anything. It's been horrible and I just want to make my final payment and have the fees waived. I don't understand how a company is allowed to function this way all at the cost of the tenants. I have spoke. With other tenants who share the same or worse experiences so it's not only me who is having problems. I haven't received a reply to my email asking for help but I certainly got an email asking me where the money is. I don't have enough characters to properly explain everything and I hope that this complaint does not cause me to loose my lease.

  Business Response

  Date: 04/18/2023

  Her ledger got messed up when she stopped payment on her move in funds twice.  Those fees were caused by her stopping the payments or having NSF in her account.  
  We requested accounting review the ledger, remove the late fees and correct as needed so she can pay her April amounts due. 
  Again, this was caused by her stopping payments and is in process of being remedied.
  
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  I moved into **** Deer Foot Dr on April 1, 2023. Upon moving in, I noticed there was a paint can by the door, but thought nothing of it. As I walked through the house, I noticed it was filthy (greasy kitchen, boogers on the walls, various stains, roaches in window *****, etc). We also had a non-functional kitchen as the oven and microwave are broken. I reached out to Home River requesting their clean the place, and was told "the cleaning must not be up to my standards". 3 days after moving in, a field inspector showed up at our door and was surprised to see us living here. She stated that she had not signed off on the house as it was still awaiting repairs (appliances, general maintenance such as bathroom hardware, and a deep clean). She stated she would meet with the team to try to resolve these issues. Today it is April 10th, and I finally have a cleaner here. This, however, has forced me to reschedule all of my work calls, as the noise in the house makes it impossible for me to take my work calls. I have also missed countless other hours of work, for time spent on the phone, through text, taking photos for Home River employees, meeting with vendors, etc. On top of that, because of the non-functional, filthy kitchen, I have been unable to prep or cook food, so I have had to get take-out every day since moving in. Our appliances are not set to be delivered until April 13th, almost 2 full weeks since move in.The credit of $350 that Home River is offering doesn't begin to make me whole from the damages I've received since moving in. All I have asked for is *** rent to be compensated, but they won't even do that.

  Business Response

  Date: 04/17/2023

  We received notice of the property not being ready after the tenant's moved in on 4/1. On 4/10 cleaners went to the property and thoroughly cleaned.On 4/11, I spoke to the tenant's and confirmed all work orders were scheduled and addressed additional pending items. Appliances were delivered and installed on 4/13 along with other miscellaneous items that were missed during turnover. The vendor noted all would be completed by 4/14. We issued a one month rent credit on 4/12 for the inconvenience of the property not being ready and the tenant's working around scheduling. 

• Initial Complaint

  Date:04/10/2023

  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 have been in my unit without working hot water since 4/2/2023. Someone came to assess on 4/4/2023 and stated that the water heater needed to be replaced and they had to submit for approval to the rental company and I have not heard anything since. The tech reset the heater while he was here and it provided us with enough hot water for one shower. Ultimately the elements are bad per the tech and the heater needs replacing. We have been without hot water for 5 days now and have not received a follow up from an anyone. In addition, we have also had problems with the electrical panel short circuiting causing power in different areas of our home to go out, including my work area and the kitchen. This has been going on for months. They sent techs out here on an occasion or two who bandaged the issue and now are finally going to replace the panel. The company was supposed to replace it a few weeks ago and I took off of work because I work from home and the electricity was going to be off for 5-6 hours and the technician called 2 hours after he was supposed to be there stating he had to reschedule. I had to reschedule on my next day off which is 4/10 and they have changed the time on me twice. I am tired of this company and their vendors. In addition in ** it is against the tenant/landlord law to have a tenant without cold AND hot water. Its also against the law to have electrical problems that interfere with smoke detectors in the home in which this does when our electric panel shorts in areas with smoke detectors.

  Business Response

  Date: 04/17/2023

  The initial meld was placed on 4/3/23. The vendor BV was assigned and went out and lit the pilot light since it was out. This was completed on 4/4/23. The tenant placed a new meld on 4/6/23 and says it was not working again and BV was reassigned again. They uploaded a replacement estimate and it was sent to the owner on 4/7/23. The owner did not give approval for the replacement until 4/10/23 and it was completed on 04/11/23

   

• Initial Complaint

  Date:04/03/2023

  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.

  3/26/23- we had an attempt break in and they busted out our kitchen window. We made a police report and called to let the renting company know. She said someone will be in contact. Thats was 8am. About 6 in the afternoon I called back to ask if someone would be coming that day. She informed me that this is considered an emergency but she doesnt know when someone would be available to come fix it. The next day the job was marked as completed. I messaged them to let them know the job was not completed and no one has been to fix the window. I didnt get a response. On 3/29/23 I wrote asking what is the update and how long will it take to fix our window? The company responded to the company thats suppose to be assigned to the job asking them to reach out to us and we still havent had a response. Today 4/3/23 I wrote the company and they have not responded. We have been contacting the company assigned to the job with no response until today. They had all the excuses of why we havent had nobody here and was blaming others for why the job isnt complete.

  Business Response

  Date: 04/10/2023

  3/27- Owner approved for a vendor to visit property with NTE of $350
  3/27- Stellar was dispatched with NTE of $350
  3/28- Stellar denied the work- out of their scope of work
  3/29- Reassigned to *********************
  3/29- **** tried reaching out to tenant, no response
  4/3- Tenant reached out for an update
  4/3- Reached out to vendor for an update
  4/3- Vendor confirmed this is scheduled with the tenant for 4/3
  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19888217
  
  I am rejecting this response because: no one ever contacted us on 3/29. We need our window fix so it wouldnt make sense to not respond. Also after reaching out to home river group on 4/3. **** called and asked if someone reached out we told him no and he blamed home river group and stated he dont know why we werent contacted. He came to out a board up and we havent heard nothing back since then 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/17/2023

  The vendor boarded up the window due to the glass having to be ordered due to the size on 4/5 /23  and said the glass could take up to **** days.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19888217
  
  I am rejecting this response because: Im not sure if you all are speaking to each other or not, but if you look at the messages on YOUR page with the responses. Finally he came to board up the window on 4/5/21. Told us someone will come to measure the glass. On 4/10/23 yall reached out to the handyman for an update on when the glass will be done. he responded let me check. 4/12/23 she reached out again for an update he responded 4/26/23. On 4/14/23 we get a call from a company asking if they can come measure the window on 4/21/23. And itll be **** business days but could be more because it still has to be approved.. this is crazy response time with nothing being done in a timely manner! Its almost a month later. Our window hasnt been measured nor has the glass been made and we still have to wait for all that to even be started.. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/25/2023

  A company came out 4/21/23 to measure window. They said itll be **** days to make the window

• Initial Complaint

  Date:04/03/2023

  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.

  My daughter rented a house from HomeRiver Group ( I am on the lease as well). ***** charges and claims were concocted in order for them to keep the $1295 security deposit. Suspiciously, these claims amounted to $160.00 over the amount of the deposit. ***** claims include:TWO different charges for garage remote replacement. One for $115.00 and one for $85.00- THE HOUSE DOES NOT HAVE A GARAGE!!! Therefore, there were NO GARAGE REMOTES! A $285.00 charge for blind replacement. They charged us to ADD blinds to a front bedroom where there were NEVER blinds on the window. There is a charge of $450.00 for painting 6 walls. I have asked for their photos to prove the walls needed repainting. No response to that request. $30.00 to replace lightbulbs, again I have asked for the photos for proof of needed replacement. Also charged $50.00 for exterior and interior trash removal. In the moveout documents they sent to us, they said they would provide photos for documentation of the ******* money was not returned. I have requested these several times. I have videos and photo documentation of how the house was left after move out. I have sent all of these to them. Now, they are not responding to my requests and emails.

  Business Response

  Date: 04/10/2023

  We provided snip shots of the areas in question. We are processing a $200.00 credit for the garage remote charge. The home does not have a garage. The notification has been sent to the owner and the request has been sent to Accounting.
  
  
  

• Initial Complaint

  Date:03/24/2023

  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 leased a home from Home River Group. I moved out on good terms when my lease was over. I got an email stating that $150 of my $1300 deposit would be kept to wash the front door and clean the appliances. I thought that was a little high and disagreed with the report. Next I got an email stating that the owners were keeping all but $150 of the deposit for various cleaning jobs. I protested with Home River Group through email because pictures were taken and the home was clearly left in the same state or better than when I leased it. Home River Group emailed me that they would negotiate with the owner. I never heard back. Finally, I got my checks. They were much later than the 60 days in the agreement. I deposited the $1155 checks into my bank account. When I went back to withdraw the money later, it was gone because Home River Group had stopped the checks. I contacted the company again and told them about the stopped checks and $40 in fees. They finally replied that new checks were issued and they would pay for the $40 in fees. When I got the new checks, they only equaled $175. I wrote again to ask where the rest of the deposit was but they did not respond. It has been two weeks.

  Business Response

  Date: 04/06/2023

  The former resident was reached out by the property manager regards this issue and it's being worked on.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19848983
  
  I am rejecting this response because: I have not heard the results of their investigation. They called to say they'd look into it and never called back.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  It appears the original deposit refund was sent to the wrong address previously. On 3/2/23 we sent ******************** a move out calculation and a new refund check. There were $1,000 in move out charges and the remaining refund of $145 + a $30 prepayment was paid out on the same day. I have attached a copy of the check and the move out calculations.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19848983
  
  I am rejecting this response because:
  

  The company did not quote my original deposit correctly. The company issued checks equalling **** in December that were stopped after I had already deposited them. My bank charged me funds for them stopping payment. Thankfully i had money in savings so that i was not charged overdraft fees. I had to work extra shifts to cover the money they took back because I had already used the money in my budget to pay my electric bills. I didn't even know that was legal for them to take the money back. They over charged for move out charges according to their own quotes and never paid for the stop payments. 

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

  Business Response

  Date: 05/25/2023

  The initial charges were calculated incorrectly which is why a stop payment was issued. On 3/2/23 we reimbursed the corrected amount of $175. Due to our initial error, we will be refunding the remaining $1,000 of your deposit. I sincerely apologize for the misunderstanding and appreciate the opportunity to rectify the situation.