Business Profile

Property Management

HomeRiver Group

Headquarters

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Complaints

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

Customer Complaints Summary

608 total complaints in the last 3 years.
180 complaints closed in the last 12 months.

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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:03/24/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HomeRiver Group does not service renters properly nor do they meet the needs of the renters. Our contract Designated broker/manager HomeRiver Group **************************************************************************)began on 2/24/22 ( w/END DATE of 2/28/23) security deposit of $1825.Our monthly rent of $1890 that included (rent$1825+**** filter Maint. program and fee of$15+*****$50).The entire experience with HR at start it was not the best as they lack of any communication with us. **** filters did not start showing up until later half of the year (2022), but they still expected to be paid every month for filters that they did not received and did not received any reimbursement for fees taken from February thru July.On 1/6/23 we submitted a notice through HR portal notifying them that we had purchased a home and our lease End Date as 2/28/2023. Note: notice was sent to home river as per contract 30days before expiration date of the initial term. On 1/24/23 we submitted a meld request because the **** unit stopped working we explained the situation and also notified them that the temperatures at the time were in the 20's &30's not once they provided us with a quick solution to our heating problems.They schedule a service company to come in and verify that **** unit was In Fact non-functional on 2/27. The unit was finally repaired on 2/17/23... almost a month later.If you live in ** you know that from January-March we stay very cold they did not care.On 2/15 local agent reached out and wanted a specific move out date and time we informed her that our scheduled move out date was 2/27 by 9AM (by this time home was completely empty and professionally cleaned as they requested).Move out calculation held $520.97 seems to us very unfair I have attached form. I am disputing 2days in March rent,lawn charge this home hasHOA that includes lawn care, interior clean(it was professionally cleaned,touch up paint home had normal wear and tear.I am including pictures and docs. thanks *******+*******
Business Response
Date: 04/06/2023
The two days of March's rent and the lawn care charge will be refunded.
Customer Answer
Date: 04/06/2023

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,

*******************************
Customer Answer
Date: 05/04/2023

Complaint: ********

I am rejecting this response because:

Wanted to inform you of the status of my case #********.
The settlement that I had agreed to back on April 6, 2023 has yet been fulfilled by HomeRiver Group. I have not yet received payment from them.
Could you please assist in status of payment?

Thanks and regards
*******************************

Sent from my iPhone

Sincerely,

*******************************
Business Response
Date: 05/10/2023
We have researched this and determined her refund was inadvertently not issued. We have corrected this error, with our apologies to ********************. We have attached her resolution notice for her dispute.
Customer Answer
Date: 05/10/2023

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:03/22/2023
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 reported on January 11, 2023 that we have no hot water. The company has sent several contractors to evaluate the situation. The company had to submit the quote for approval. The approval was granted, we have been given the run around for the last 2 almost 3 months. When we reached out to the company, their response is, they will find out whats going on and will call me today. I never received a call and have to reach again and again to receive the same response. The issue has not been resolved. I continue to pay my rent on time. According to the lease ********* Noncompliance with rental agreement and tenant is able to procure reasonable substitute housing during the period of noncompliance and tenant is excused from paying rent during the period of noncompliance. This issue has been ongoing since January 11, 2023 with no resolution. Can you assist with issue and letting me know what actions can be taken? Thanking you in advance for your assistance with this matter!
Business Response
Date: 03/29/2023
The plumbers are there working , they started the work two days ago. We reached out to the tenant, letting her know that we're working with the owner regarding her rent for the inconvenience.
Initial Complaint
Date:03/21/2023
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 submitted and application with Home River Group for a rental property, I was declined for the home but according to their disclosure guidelines based off of a certain resident score and other things I would have to pay a higher security deposit. I called and spoke with the property management company and was told I needed to contact the underwriter to see if I can discuss paying a higher deposit. I stated this was an adverse action and I am not given the opportunity to find resolve based on their own company disclosure guidelines for approval (which I met). The property management company told me to contact the 3rd party screening company and the 3rd party screening company has told me to contact the property management. I let ***** (who was the 4th person I spoke to with Home River Group) know that I keep getting the runaround and I am trying to seek clarity on why I was denied when based off their disclosure I should've been approved for the home (credit score, income 2.5 above, no evictions etc..). The denial letters states I just didn't "Meet River Homes requirement" but according their disclosure guidelines for approval I met the criteria because it specifically says any credit score above 550 can be approved with a higher deposit paid. I have yet to get in contact with the underwriter or anyone from the property management to discuss why this adverse action occurred after several attempts. Their disclosure did state the following: Rental Acceptance: Prospective tenant(s) are accepting the Rental in an as is condition. Requests for changes to the Rental must be submitted in writing with the application. TransUnion Resident Score Recommendation Explanation ***** Decline Fails to meet the TransUnion Resident Score. ******* Conditional Below ideal TransUnion Resident Score but may be considered with 2 months security deposit or maximum deposit allowable by State Law. My score was definitely above 550 with no evictions.
Business Response
Date: 03/28/2023
Please accept the following response on behalf of HomeRiver Group (Manager) with respect to the complaint filed by ******************************* (Complainant) for the rental property that is the subject of this complaint (Property) and managed by Manager:

Complainant submitted an application for rental of Property **** *********** ***********, ** on 03/19/2023. Manager followed up promptly with Complainant to alert them of application decline and adverse action as they did not meet the screening requirements.

Manager made the Complainant aware of the exact reasoning for the application decline on 3/22 via direct chat communication and also left a voicemail.

Manager did provide Complainant with the Tenant Selection Criteria that overviews requirements necessary for qualification and that it was listed on Managers screening criteria that an item of that nature reporting on credit screening would result in adverse action.

Manager also provided the Complainant with information on how to dispute any information they feel may be in inaccurate with the credit screening provider.

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.
Initial Complaint
Date:03/20/2023
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.
I have paid my rent on or before the due date. I have charges on my account for late fees, utility fees, which I don't have through HomeRiver, and other fees. I have continously reached out to ***********************, who choose to continue to keep and add charges to my account. I have had to get my bank involved and these changes still haven't been removed. ****** has accused me of not paying my rent, being late on my rent and insufficient funds. This has been stressful and embarrassing. I have email correspondence as evidence and will be provided, if needed.
Business Response
Date: 03/27/2023
The issue was a IT payment where our software did not receive the payment; however, the payment did clear the tenant's bank. We had to escalate this to our IT ********************** to resolve. The issue was resolved and the tenant was notified.

Customer Answer
Date: 03/28/2023

Complaint: 19625184

I am rejecting this response because I still have a late fee or charge on my account that *********************** said would not be removed. I pay my rent every month and on time. I have already paid my April's rent, and still have other charges on my account that *********************** refuse to remove and has yet to explain. This happens every month. Each month, *********************** accuses me of either late payments or not paying my rent which is really embarrassing, irritating, and stressful.

Sincerely,

*****************************
Business Response
Date: 04/19/2023
********,
After further review, we did identify errors on your ledger and will be making those adjustments today. We will be reaching out to you directly to provide additional details on these ledger adjustments. In addition to the adjustments, we will be waiving all the late fees on your account. We apologize for the inconvenience. Please let us know if you have any additional questions.
Initial Complaint
Date:03/20/2023
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'm the home owner/landlord. Home River Group manages my ********* property that I purchased in 2022. The tenants moved out on Jan 31. And I decided to take back my property from HomeRiver Group. The property was in a bad state after the previous tenants moving out. The property manager initially informed me that there is no security deposit. But later on they informed me again there is security deposit, and they have no idea where the security deposit is. The communication with HomeRiver Group has been on and off for 1.5 month since Feb 1 so far. And as a result of the confusion of where the security deposit is, cannot charge the tenants for the damages to property. Also I got charged for a $99 "Eviction Assistance-Eviction Protection Program" on Jan 27 but the tenants was leaving the property by themselves. No eviction happened. Someone from HomeRiver Group confirmed in email the eviction didn't happen and should revert the charge on March 9, but after more than a week, the charge is still on my account. I requested HomeRiver Group to refund me the $300 balance (including the $99 eviction charge) on my home owner account as I have discontinued the partnership with HomeRiver Group for my property, but no one responses on that. The property manager replied to me every couples of days each time with no real resolutions to the issues. I'm frustrated HomeRiver Group might take forever to resolve the issues above and wasting me lots of time following this up with them every now and then. To summarize the issues: (1) Where is the security deposit money? (2) When HomeRiver Group will revert the $99 eviction charge to me? (3) When HomeRiver Group will be able to refund me the $300 credit balance on my account? (4) How HomeRiver will be able to charge the previous tenants for the property damages and transfer that fund to me once the previous tenants pay it?
Business Response
Date: 03/27/2023
There is a discrepancy in the security deposit however, the owner was informed the same day he questioned, the $99 eviction fee would be removed but we cannot close out the property and refund his money until the issue with the security deposit has been resolved.

The old owner sold to new owner and no where did we show ever receiving the deposit
We still were closing out for the old owner on another property so we were in touch but there was nowhere showing we received from either nor did it disclose on closing
Customer Answer
Date: 04/07/2023

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:03/20/2023
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 rented I property managed by HomeRiver Group at 91-*********************************************************************. I didnt have many issues there for the 13 months that I lived there other than the ** breaking once and this was replaced within a week. However, when I received my move-out calculation in the mail, they are saying I owe $900.09 after deduction of my security deposit of $1,725. Which mean they are attempting to charge me $2,625.09 in move out fees. Move out charges include: Rent income 5 days-30 day notice required for $306.45, my lease was month to month and I gave notice. A second charge for the same thing $16.13. Complete ********** - estimate for $500, I thoroughly cleaned to apartment before leaving for basically an entire day, my mother has her entire house cleaned for $100. This is a 2 bed 1 bath apartment. Stains on carpet throughout - smoke charged half the entire cost $2115, they are saying the total cost was $4230 for carpet cleaning. I noted stains on the carpet when I moved in and they hired a carpet cleaner to come clean the carpet. The carpet cleaner said the stains were set in and this looks like the first time the carpets has ever been cleaned. I do not smoke ever. Paint touch up and replacement of screen window for $445.01, not sure what screen window they are talking about, everything worked fine when I left, I did not hang anything on the walls or change the paint the entire time I was there. To add onto this, I was not afforded a proper move out inspection per the lease agreement due to the employee being out of office. I have emailed the local manager at the property with my disputes, but this is ridiculous. Currently thinking of taking legal action, as I suspect some fraud specifically with the $4230 for carpet cleaning.
Business Response
Date: 03/30/2023
We have been communicating with the former tenant. We're waiting for him to provide us with the documentation showing that he sent a list of any discrepancies to the Property Condition form.

The security deposit disposition was mailed to him promptly.
The Standard Property Condition Form was sent to him, and he signed it via DocuSign. The section that advises him that he has seven days to report any delinquencies was highlighted.
The proper notice wasnt given per the lease, therefore he was charged for the difference. We provided him with the move-out notification that was submitted on 2/3/2023 for a 2/28/2023 move-out date.
As previously discussed and per the move-out calculation, he was only charged for the damaged items and not for normal wear and tear.
Initial Complaint
Date:03/20/2023
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 husband, my son and myself applied for a home with HomeRiver. We were denied as "your application did not meet HomeRiver Group standards for approval" We researched their standards on their website before we applied as they charged us $65 per person for a total of $195 just to apply. Our income is over 4 times the monthly rent (they require 2.5x), my husband is a disabled veteran, our credit scores all fell in the area of "conditional," none of us have a bankruptcy, and there is no criminal record for any of us. Apparently my credit report is showing monies owed to a ******************* within the last 7 years, which caused the denial. I explained to the manager that my husband and I purchased our home in ******** in 15 years ago and it doesn't make sense to have a home and rent also and the "recommendation" is to decline the application, but their applicant site states "If a prospect is declined based on Managers Tenant Selection Criteria, Manager reserves the right to take adverse action. This may include denial of the application, the requirement to pay a higher security deposit, or the requirement to obtain a qualified lease guarantor." It is pretty bad that a company will question a criminal record, but not a credit report. I was told to dispute the issue with transunion and after advising I would be making this complaint and calling JAG, each of us received a return of our application fee. I simply request that they state clearly their criteria so people know if they are going to be denied before paying for an application and going through the hours of releasing information to this company. If their website of Tenant Selection Criteria would not contain "Recommendation," thus giving applicants hope that they will be asked questions and not simply denied. This needs to be changed to "Action" and state what is and is not a denial.
Business Response
Date: 03/27/2023
Please accept the following response on behalf of HomeRiver Group (Manager) with respect to the complaint filed by ****************************************** (Complainant) for the rental property that is the subject of this complaint (Property) and managed by Manager:

Complainant submitted an application for rental of Property *************************************************************** on 03/17/2023. Manager followed up promptly with Complainant to alert them of application decline and adverse action as they did not meet the screening requirements.

Manager did provide Complainant with the Tenant Selection Criteria that overviews requirements necessary for qualification.

Manager made the Complainant aware of the exact reasoning for the application decline and where it was listed on Managers screening criteria that an item of that nature reporting on credit screening would result in adverse action.   Manager also provided the Complainant with information on how to dispute any information they feel may be in inaccurate with the credit screening provider.

Managers representative refunded the application fee(s) paid on their application on March 17, 2023 as a gesture of goodwill.

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.
Customer Answer
Date: 03/28/2023

Complaint: ********

I am rejecting this response because:
The business still is not identifying their false advertising and changing their website information.

Sincerely,

**************************************
Business Response
Date: 04/05/2023
Complainant acknowledged in written communications with Manager on 3/17 that the Complainant called and spoke with the Credit Screening provider who confirmed to complainant that the derogatory credit item in question was indeed reporting on the Complainants credit.

Manager did provide Complainant with the Tenant Selection Criteria that overviews requirements necessary for qualification. Complainant acknowledged they viewed the criteria on Managers website before applying.
Manager made the Complainant aware of the exact reasoning for the application decline and where it was listed on Managers screening criteria that an item of that nature reporting on credit screening would result in adverse action.   Manager also provided the Complainant with information on how to dispute any information they feel may be in inaccurate with the credit screening provider.

Manager did not falsely advertise.
Initial Complaint
Date:03/15/2023
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.
Where to begin. We were sent our lease renewal terms in September 2022, our lease was to end on January 31, 2023. The monthly rental fee increased over $100, plus the **** filter fee increased over 50%. We sent a note back asking for reconsideration, as we did on our previous lease renewal with this company. It went unanswered. On December 12, 2022 I reached out on the portal for a status of our lease, as it was to renew in a little over a month. We received a response asking what type of consideration were we looking for. There were some follow *** but there were no updates on our requests. We were now at the beginning of January and had not heard an answer from HomeRiver Group. My husband reached out to a gentleman that stated our PM was out on inspections, as it was the beginning of the month. After many many many many calls that went unanswered and emails that went unanswered, we were told that the landlord did not want to give a break on the rental increase. During that whole thing, they told us that they were under the impression we were moving out, even though nothing of the sort had EVER been mentioned in any of our correspondence. We literally begged them to resend the lease for us to sign, as again, it was not our intentions to move out. They sent us the short form lease on 1/31/2023 at 3:50pm. Remind you, our lease ended on 1/31/2023. It was stated to start on 3/1/2023. So what about the month of February, you ask? They were trying to charge us the extremely high rate of month to month. We were threatened with eviction multiple times. The first time we were told to ignore until they corrected the fees in the system. When we were finally sent the long form lease, after signing the short form lease weeks prior. This was the doing of me having to beg/demand for the fully executed lease. This lease contained new monthly fees that were not stated on the short form they had us sign. Then they, again, threated for us to sign the long form...or else.
Business Response
Date: 03/22/2023
The tenant acknowledged she "blindly signed" the lease agreement - confirming she did not review her lease renewal documents. She has stated she does not agree with these terms she signed off on.

After reaching out to the team, the resident coordinator was informed that not only would the owner be abiding by the lease agreement with the set pet fees - since there are two pets in the home, that the *** fee was to also be enforced per the signed lease agreement.

The tenant received our notice on 2.6.2023 indicating that should rent remain unpaid that there is the potential an eviction could be filed. Per our policy and procedure, we are required to send these notices out to all tenants with the rent balance owed as the first step to file - if approved and if no agreements with the tenant have been reached.

Customer Answer
Date: 03/22/2023

Complaint: ********

I am rejecting this response because:
Your employees threatened eviction if we did not sign the long form lease by the next business day.
I love how you did not address those parts of my complaint.
Or the part of my complaint where your employees did not communicate appropriately and that none of your employees actions were done in good faith.

The lease was signed under duress from the sign this or else statement given by your employee, and I have two toddlers that I couldnt risk the or else statement. So please, focus on the phrase blindly signed and not address the HORRIBLE communication, threats, and HORRIBLE job the people that you employ and are choosing to stand behind.
Does the owner of the home know that your employees didnt do their jobs, threatened eviction for wrong doings on their end? Is your company going to take accountability for any of this?

Sincerely,

***********************
Business Response
Date: 03/29/2023
From our end, we did not threaten eviction for not completing a renewal. On 2.6.2023 formal notice was sent out for non payment of rent - which is sent to ALL tenants who have not paid yet. This notice is designed to start a conversation with the tenants to get rents paid before the possibility of eviction. On Feb 6 via email I said the following when questioned about the notice, " You show a balance for unpaid rent. Our automated notices are scheduled to go out today to all tenants with a balance shown. There are also notes in our system to reflect the renewal process is being worked but since no balance has been paid or scheduled, you received our automated messages."
The tenant did contact the property manager and resident coordinatior regarding the pet rent which she was being charged per the new renewal which she signed. We reached out to the owner to see if they would allow the tenant not to be charged pet rent due to the fact that they did pay ****** pet deposit upon moving in but the owner declined.
Initial Complaint
Date:03/13/2023
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.
Dear Gentlemen,My name is ******************, an ******** Citizen. I have been working in an international law firm in the *************** for more than twenty-five years. I have owned two homes in *****, ********, for over twenty-five years. I dealt with several property management offices during that period, and the biggest reason for ending the relationship with them was the lack of good follow-up or their laxity in following up on the tenant in paying the rental value, but all of them had all the honesty and transparency. But, as I signed an agreement with home river company in late 2021, since that date and until today, the rent has only been deposited into my bank account once, with an amount that is not clear. Whether the two houses have the first one, this means that the rental value for that period for the two houses exceeds Fifty thousand dollars, in addition to a request Additional sum of more than twenty-five thousand was transferred from my account to make repairs to the two houses. And every time I inquire about the amounts, the ***** office is answered that they have been used in repairs. Is it reasonable that every month, repairs exceed ten thousand dollars every month? Since the beginning of the relationship, I owe them, and I have no income from that property. An auditor was appointed to review the account statements, and he found several errors, including charging me with all Utility costs, noting that the contract specifies at the beginning of the lease that the Utility is transferred in the name of the tenant, and we found several other errors. More than three weeks ago, I received an email asking me to transfer an amount of ** $1500 to repair the Garden fence, but I discovered that the same repair was done in less than two months, so I sent it to her, so the employee asked me for two days to go the house to make sure of that, but then I received from the Manager the termination of the management contract without reasons, despite her good knowledge that I was not in ***** and not any member of my family was there. Her response was it is her right to terminate the contract without reason. And until I was given a month to find another company, I replied, Please wait two months, so that I can find another company. But unfortunately, she decided with herself to terminate the contract after a week, and told me to send someone to receive the keys. And here, I asked for the ************* and I refused, and after contacting my colleague, a lawyer in ***** office, he assured me that this is an abuse of the right, and she must give you the data. Now, I have no other choice after there is no control over the tenants now, and I have no one, and now I have no confidence in the offices of *****, and from here very great harm occurred to him only because in the contract there is a possibility for you to terminate without reason. Was there abuse in using this right or not The court that decides that I have the right, as ***** law firm confirmed to me, to file a lawsuit for breach of five clauses in the management contract on the part of your company knowing that I do not want to make any problem with anyone? The reforms supported by the company's account statements were not made, but he confirmed in his official certificate that he was mismanaging the ***** office.A complete memorandum was prepared to be submitted to you, and as you know, the ***** office has more than 123 complaints against the ***** branch. I will leave the case to the ***** law firm in terms of handling the situation. I need the full amount of the rent returned since I signed the contract with them and refund all the money I have transferred to them, in addition to the rent amount. I have an official statement from one of the Tenants to support that 95% of the repairs in their statement were not done. Thank you
Business Response
Date: 03/20/2023
We terminated this owner after his 1 year contract was up due to continued difficulties to get him to approve and fund his account for repairs. We felt it was poor service to the tenants and chose to terminate management. We provided him with a 30 day notice; however he chose to terminate immediately.

**************************** -
Repairs from 11/2021 to end of management - $26,000.00 (Replace hvac system, Replace roof, 2 turnovers
Rent income was $23,000
Total net loss of ($3,000.00)
Total owner draws $7,700.00

3801 ******** -
Repairs from 11/2021 to end of management $13,500.00 (large plumbing repair, replace hvac system, fence replacement, 2 turnovers)
Rent income was $22,200
Total net gain - $8,700.00
Total owner draws - $14,000.00

The owner received funds multiple times when they were due via an owner draw when rent exceeded the maintenance needs. However he did have a lot of expenses on both of his properties. The tenants were charged for any utility expenses that were their responsibilities and the owner was refunded.

Customer Answer
Date: 03/22/2023

Complaint: ********

I am rejecting this response because:
The Management company done the repairs without my approval, which is against the agreed terms and conditions.
I have email proof from the Tenants to support that the company done only a few repairs shown in the expenses statement.
I did not receive any Rent income during the one year, except only once for $7,000.
After I received the termination notice from them, I asked for the Tenant's contact details to contact them, but initially, they rejected it. and when I insisted and talked to my Lawyer, and I said I have a right to get it, so they said they will terminate the contract immediately. So I did not asked for terminate it immediately. Because if I do not have any contact details for the Tenants, I could not control about the rent, and I did not find a new management company immediately.
Regarding the utility payments, if they have any proof that show they refunded it, produce it, because I did not found any refunds in my account statements.

Sincerely,

******************
Business Response
Date: 03/29/2023
HRG Response:
The PMA states we are authorized to complete any necessary repairs up to $500 and in the event of an emergency if necessary.
3041 W ******* had 6 repairs completed over $500
4/5/2022 - turnover work $6685 - owner approved and contributed $3000 towards the repairs on 4/7/2022
4/5/2022 - turnover landscaping work $550 - same as above (owner approved and contributed $3000 towards the repairs on 4/7/2022)
4/15/2022 - roof repair $4500 - owner approved and contributed $4000 for repairs on 5/16/2022
4/21/2022 - tree trimming $900 - owner approved turnover costs, email attached
6/16/2022 - roof repair $5910.53 - owner approval email above
10/23/2022 - HVAC $4750 - owner approved and contributed $1500 towards repairs on 11/9/2022

3801 W ******** had 4 repairs completed over $500
12/16/2021 - turnover work $640 - owner approved and contributed $1000 to his account for repairs on 12/15/2021
12/16/2021 - turnover plumbing repairs $685.50 - same as above ( owner approved and contributed $1000 to his account for repairs on 12/15/2021)
2/8/2022 - HVAC $5995 - owner approved and contributed $6000 to his account for repairs on 2/7/2022
12/20/2022 - water heater $1350 - owner approved and contributed $1350 to his account on 12/24/2022
Invoices from all repairs attached in 2 emails.
The following payments were sent to the client for income:
8/31/2022 $4996.60
9/6/2022 $1495.54
These were returned as the funds did not reach the owner and were paid again on
11/1/2022 $7959.54
11/10/2022 $1467.40
12/7/2022 $1467.40
1/6/2023 $117.40
2/10/2023 $1368.40
3/7/2023 $100
The owner was provided a 30 day notice to terminate, he responded stating he would take over management immediately. We requested a name and contact information for rent and repair requests so we could notify the tenants of the change in management prior to the owner reaching out. The emails attached show tenant contact information was provided to the owner twice.
Utilities were credited to the owner on the following dates.
******************************* - Utility Refunds

5/5/22 - $10.68

5/19/22 - $19.27

5/29/22 - $153.69

6/11/22 - $25.93

6/18/22 - $20.75

7/16/22 - $295.24

7/31/22 - $25.90

8/9/22 - $25.90

8/24/22 - $569.50

Customer Answer
Date: 04/03/2023
W ******** income Expenses ( Repairs )

Complaint: ********

I am rejecting this response because:
3041 W *******
Income Repairs
12/31/2021 1,640.50 2,755.00
01/31/2022 2,133.36 2,510.50
02/31/2022 8,499 8,732
03/31/2022 1,406 362.43
04/31/2022 1,449 126.00
05/31/2022 1,449 1,246
06/31/2022 2,330.46 632,00
07/31/2022 319.00 2,270.47
08/31/2022 1,623.14 548.52
09/31/2022 1,623.14 127.60
10/31/2022 1,595.00 127.60
11/31/2022 6,492.00 9,426.94
12/31/2022 1,595.00 1,467.40
Total 28,380 28,836
( not received this income )

Utility by owner Utility by Tenant
12/31/2021 100 + 45 NON
01/31/2022 73 NON
02/31/2022 341.50 NON
03/31/2022 5.95 NON
04/31/2022 000 NON
05/31/2022 000 NON
06/31/2022 486.50 52.96
07/31/2022 143.70 NON
08/31/2022 91.50 28.14
09/31/2022 000 NON
10/31/2022 000 NON
11/31/2022 000 NON
12/31/2022 000 NON
1,276 82
3801 W harford
Expenses Portfolio Minimum
12/31/2021 DOOR & Keys 210
01/31/2022 Door & Keys 105
02/31/2022 HVAC    330.00   + 5,995
03/31/2022
04/31/2022
05/31/2022 1,120 replcement fance
06/31/2022 Door & Keys  ( re-key ) 195.80
07/31/2022
08/31/2022
09/31/2022
10/31/2022 Door& Keys 100 + 44.66
11/31/2022
12/31/2022
The above repairs done without my prior approval, some repairs done after I sent extra amount not to deduct from the Rent. And the Tenants themselves informed me that most of these repairs not done for the houses, but they simply charged for me.
Therefore, I would like to settle this problem by BBB better to go to the court. In addition to that I am still having affidavit from the tenants that these repairs not done for the houses .

Sincerely,

***** *******
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented a home for a year that had serious structural issues appearing over the year. The ceilings were separated from the walls, exposing the 2x4s in the frame. The kitchen cabinets were pulling away from the ceiling and floor cracks were appearing. I put in a service request and it was not addressed until a month later. I was told by a structural contractor that it was not a sink hole but the damage needed to be fixed sooner than later and all of my belongings and myself would need to relocate for the repair. At that point I put in an early termination request which I was supposed to pay fees. I continued to ask what else was needed from me and I was not directed to pay fees via check and there was no option on the portal and I am now being charged 16k for accelerated rent. Including carpet replacement and painting. Since I moved out they were forced to repair to be able to lease the home. The house is inhabitable due to the condition. Currently it is gutted to make the repairs. Im aware that I can only be charged the fair market value for accelerated rent and that amount is **** since it can not be leased at this time. I also can not be charged for the carpet or paint because they have removed it to repair the structure. I have continued to contact them to come to some type of negotiation. Now Im facing 16k bill and my credit ruined because this company will not return my calls or emails.
Business Response
Date: 03/20/2023
The foundation vendor and owner stated the home was in livable condition and it would be the tenants decision if she wanted to retract her notice to vacate and stay or continue with the move out. If the tenant continues with the move out then the terms of the lease she signed stay in effect.
Customer Answer
Date: 03/20/2023

Complaint: ********

I am rejecting this response because:
Im being charged for a home that can not be leased at this time due to construction. I can legally only be charged the fair market value of accelerated rent and because the home can not be leased until the work is completed. I was not advised on how to pay the two months fees at time of termination and would like to discuss this.
Sincerely,

***********************
Business Response
Date: 03/28/2023
At the time, the tenant was advised the home was still livable and the work could be completed while she was still there but she decided to vacate anyway. The tenant is being charged per the terms of her lease as she did not follow the terms of her lease.
The tenant was advised on the terms of her lease

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