Complaints

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

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  HomeRiver Group

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

• 

  HomeRiver Group Pittsburgh

  2400 Ansys Dr Ste 102 Canonsburg, PA 15317-0403

• 

  Homeriver Group

  600 W Cermak Rd Unit 2a2 Chicago, IL 60616-2268

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  HomeRiver Lake Havasu

  1947 McCulloch Blvd N Ste 102 Lake Havasu City, AZ 86403-5723

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

• Initial Complaint

  Date:03/08/2023

  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.

  Renting a property since October 2022 from this business and have paid rent in a timely manner EVERY month, even when my ******* portal stopped working by sending cashier's checks to the business address provided by the chat bot on their website, as I could not get in touch via phone or email with an actual person after multiple attempts to fix the issue. Today, I found a notice of eviction on my door due to unpaid rent. We DO have proof of payment (the cashier's check receipts for the months paid that way) and I keep screenshots of emails of past payments when ******* portal was still working. I've NEVER been evicted and have been a renter since 2010. I've never had this type of issue, as I ALWAYS make rent my FIRST priority. They've summoned myself AND my wheelchair bound fiance who is in the wheel chair because of the stroke he has suffered to court for eviction. This is entirely unfair and extreme, as we have paid our rent in full every month and have made every attempt to notify HomeRiver group that our ******* portal stopped functioning correctly with NO reply from them at all. We have continued to pay via cashier's checks and have not failed to make a payment. The only thing that comes to mind is that when the chatbot on their website gave me the address, maybe it was not the correct address. However, if that is the case, I don't think we should be held accountable for THEIR misguidance when every effort was made by us to contact them regarding this matter. They are the ones who declined to return our calls, emails, and any other form of contact. We also have contacted free legal aid, as we cannot afford to hire an attorney. My fiance also finally has custody of his minor daughter who he had no choice but to separate from after his stroke because of the stroke. She is a very sweet girl who only wants to live with her Dad.I have all the proof of payment if needed. This "eviction" is truly unfair. Thanks for your help.*********,April and *******

  Business Response

  Date: 03/16/2023

  We have not received any payment since 12/30/2022, which was returned NSF. After multiple attempts to collect the rent, and no communication, we were obligated to file eviction. We will accept a cashier's check or money order for the full amount of ******* in order to dismiss the case. If payments were made, we will need proof of the payments sent and where they were sent so we can follow up with accounting.
  
  If you have any questions, please let us know. 

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into an apartment in June 2022 and it was disgusting. The property manager informed me that he would be providing me with a credit for as many days as it took to clean the apartment, because it was uninhabitable (fridge full of mold, used bandaids and loose screws on the floor, etc.). We received a credit for 8 days, because it took them until June 8th to send a cleaning crew to remedy the situation.Fast forward to now, we receive an email stating that the credit was incorrect. The property manager stated that we originally received a 10 day credit, when we should have received a 5 day credit and he had adjusted it accordingly. I did the math, and he was simply incorrect. Our rent is $1,895 per month, and we received a $505 credit for the 8 days in June. I have emailed with him back and forth for months now requesting a detailed explanation of the charges, and he has refused to provide one. I have explained the prorate myself ($63.16 per day in June, adding up to $505 for 8 days), and he seems to simply not be reading my emails because he refuses to acknowledge that the math is incorrect. He has since adjusted the charge slightly lower ($189 instead of the original $252), but it is still incorrect.I tried calling the corporate office in ******* regarding the issue, and was placed on hold for several minutes and then hung up on.I just want the balance on the account to reflect the correct credit for the 8 days that the apartment was uninhabitable. I am have attached the email chains between myself and the property manager as well as the ledger on our account as supporting documents.

  Business Response

  Date: 03/15/2023

  The resident's account has been corrected per the information provided and confirmed with the property manager. We reached out to advise him by phone and email.
  
  

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is one of many that collect application fees for people seeking to rent a property. I paid $65 application fee to this company only to find out that my income was not enough to secure this property which in fact my income is qualified. I am wanting my application refunded because I fell that this company did not do enough to help me get into their property which I told them that I loved and wanted very badly. I dont think that is too much to ask! Companies such as this one should refund fees if they deem the prospective tenant unqualified.

  Business Response

  Date: 03/15/2023

  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 03/03/2023. Manager followed up promptly with Complainant to alert them of application deficiencies regarding non qualifying income and additionally advised  Complainant that they could add a lease guarantor to their application to mitigate lack of qualifying income.
  
  Manager did provide Complainant with the Tenant Selection Criteria that overviews requirements necessary for qualification. Criteria also states the following:
  
  This is an application to rent only and does not guarantee that applicant will be offered the Rental. Landlord or Manager may accept more than one application for the Rental and, using their sole and exclusive discretion, select the first qualified applicant. All application fees paid to Manager are non-refundable.
  
  Managers representative has refunded the application fee(s) paid on their application on March 15, 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: 03/15/2023

   
  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:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without heat or air since March 3rd. I pay $2100 in rent and have three children. I have put in a maintenance request, had to call the corporate office and I am still getting the run around about getting my issues resolved. The vendor they claimed was supposed to schedule an appointment refuses to do service calls with them and I am just trying to get my hvac system working properly.

  Business Response

  Date: 03/14/2023

  The work order was submitted on 3/03. We sent it to ***** Plumbing Heating and Air on 3/03. ***** Plumbing Heating and Air rejected the meld on 3/07. On 3/07 it was reassigned to 4 Service. LLC and then to JF HVAC Maintenance LLC. JF HVAC Maintenance LLC accepted the meld on 3/07. Followed up on 3/08 with the vendor and on 3/09 the vendor submitted an estimate. The vendor went out on 3/09 and worked on the unit and the heat worked for around an hour per the resident. Approved on 3/10 and they repaired it on 3/10. After repairs were completed, it was determined that the unit needs refrigerant R410. Followed up with the vendor on 3/13 and asked the cost of refrigerant so we can get this scheduled. The resident has been updated several times throughout the process.

• Initial Complaint

  Date:03/06/2023

  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 am a tenant from Great ***** whose property was transferred to HomeRiver Group. There was no explanation as to why and the switch happened abruptly. I can already tell this company will be awful, and I can't say I'm surprised. HomeRiver Group took over my property on March 1st; before that, Great ***** credited my account for $306.00 for a maintenance issue they failed to fix that I had to pay out of pocket. The amount was credited to my account on February 10th, 2023. When HomeRiver group took over, they did not bring the credited amount. HomeRiver Group instead wants to charge me for the amount credited.I contacted HomeRiver Group on February 21st, 2023, once I noticed to try to resolve the issue. Since then, I have been unable to speak to a representative to fix the issue, and no one has followed up with me. Every time I get a person, they say they'll transfer me over to and account manager who is never there and never follows up. I called and left voicemails on February 28th, March 1st, and March 3rd. No one still has returned my calls or followed up with me. March 5th, 2023 HomeRiver Group charged a late fee amount of $136.50 to my account. In my last voicemail, I said I would not pay the rent until the issue was fixed. They're a brand new company. I don't trust them to refund me when they can't even return a call. They also cannot legally charge me that late fee amount as my last lease signing was with Great *****, which states that any late payment gets a fee assessed of $95. I have not signed a lease with HomeRiver Group. They cannot subject me to a fee I've never agreed to nor signed a lease agreement with them. Credit my rent in the amount that Great ***** owed me that you all failed to transfer over and reverse the $136.50 late fee.It is terrible that, as a new company to me, I have to experience such horrible management early on. HomeRiver Group should absolutely be shamed for the way they handled this crossover.

  Business Response

  Date: 03/16/2023

  We apologize that the accounts from the previous management company did not come over correctly. However, your property manager has received the proper documentation from the previous company to credit your account accordingly and moving forward you should not have any issues. 

• Initial Complaint

  Date:03/01/2023

  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.

  Company is the property management for a property in *****. The company was negligent in allowing a tenant to enter property that had a string on of criminal records, ranging from 2015-2019. ****** is currently being evicted for non payment and has been unable to pay rent on time since move 3 months prior. Our company is a property management company as well and under our professional opinion un no circumstances would this tenant be granted occupancy.

  Business Response

  Date: 03/10/2023

  The owner PMA with HRG does ***** us the authority to make all decisions to either approve or deny applicants without owner approval and through using our ************** (outlined in clause 11.) We have reached out to underwriting, which is ultimately the deciding party in the application phase of the proces, and while there are some traffic violations there would have been nothing on their fle that would have deemed the application worthy of a denial when we screened their application. Our screening criteria, both available online on our website and presented to applicants outlines the following recommendations on criminal activities on files:
  
  None in Last Seven (7) Years: 
  ? Drug Manufacturing or Distribution
  Outcome: Pass/Fail 
  
  Items Considered/Reviewed Individually
  ? Physical Offenses Against Persons (Violent-Fatal, Violent-Non-Fatal, Kidnapping, *** Offenses)
  ? Property Offenses (Theft-Related, ************************* Financial Offenses (Fraud, Bad Check)
  ? Drug Use Offenses (Marijuana, Other)
  ? Other ********************** Vehicle & License, Prostitution, ***************************** Obstruction)
  
  Outcome: Reviewed individually, taking into account mitigating factors, such as facts & circumstances surrounding the criminal conduct, age at time of conduct, evidence of good tenancy before & after conduct, nature & severity of conviction, and the amount of time that has passed since the conviction. Criminal history which indicates that an applicants tenancy would constitute a direct threat to the health or safety of other individuals or whose tenancy could result in substantial physical damage to the property of the owner or others may result in denial of application.
  
  Additionally, we screen residency history based on the following:
  No Landlord tenant court records, unpaid Landlord collections of any amount in the past 7 years
  Outcome: Decline
  
  Pending foreclosure or foreclosure with debt(s) owed: Decline
  
  As I have previously mentioned to ****, I do wish our screening processes would eliminate evictions and non- payers altogether, however part of the investment of being a landlord or property management is that there are risks around tenants simply not being paying rent for a multitude of reasons. No management company can provide a guarantee through the screening process that the tenant will be an on-time payer.

  Customer Answer

  Date: 03/11/2023

   
  Complaint: 19518620
  
  I am rejecting this response because: your company was negligent in the underwriting process for the following reasons: 

   

  1) the tenant residing in the property was unable to qualify for the property for various reasons including financial reasons and extensive criminal record. 

  1a) your position is the clients criminal history would not disqualify her from the unit, (this is not true, we run a property management company and the industry average would disqualify them from this particular unit.  it was solely the position of your firm to allow this client to take up residency without consulting our company first.

   

  2) Your company identified the client was unable to qualify financially for the unit. You added a second lease person to the lease for the sole reason to qualify an unworkable tenant, without first consulting our company first. On further investigation, this tenant that was added to the lease had a lease commitment elsewhere. Therefore, this would make the tenant unable to take up residency at this particular unit without breaking their existing lease, which would have disqualified them and it is negligent of the underwriters to approve a client tied into a lease elsewhere.  In addition the second lease holder was never in a position to be approved financially based on their existing rental financial commitments. Also, based upon income verification and geographical reach.  Even on the basis of just being a rental guarantee the client wouldn't have sufficient income based upon their existing lease obligations.    

  3) the unit was extensively damaged during the short process which has resulted in a sustained loss. 

   

  We seek a solution focused approach to a suitable resolution. 

  Kind regards ****, Premier Home Management Group

   

   

   

   

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

  Business Response

  Date: 03/21/2023

  HRG has been in direct contact with this owner regarding these concerns on the matter and we will continue to work on an amicable resolution that suits both parties. 

  Customer Answer

  Date: 03/24/2023

   
  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:03/01/2023

  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 was looking to rent a place and found a house on Zillow for rent from a company called HomeRiver Group I was email the people back and forth asking question and answering questions. Never once did a credit score come up in conversation or seen on there website. They charged me a$80 fee just to tell me no . I dont qualify for the place. I feel they are not letting people know you have to have a prefect credit score to rent.

  Business Response

  Date: 03/09/2023

  Please accept the following response on behalf of HomeRiver Group:
  
  Her uncompleted application was received on 02/26. We reached out on 02/27 to see if she needed assistance to complete her application. Her application was paid and completed on the same day (02/27).  An email was sent out on 02/27 requesting additional documents in order to process the application.  
  
  Once we received the remaining documents, the application was processed and screened and came back declined due to the credit score (499).  She was informed on 02/28/2023 that she was declined due to credit and was advised to get a co-applicant or Guarantor in order to help with her application. She states she did not receive a copy of the screening report and the reason is that she choose not to receive it when she applied (please see image 1 below).  We are not allowed to send her the report but referred her to the link where she can request a copy of her report (in her AAL email - see image 2 below).  
  
  The application fee is not refundable - it is stated in the application that ************** reviewed and signed (please see image 3 below)
  
  

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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 kept $350 of our rental deposit for the home located at *****************************************************************, to "remove curtains" which belonged to the owner of the home, and "patch drywall" that I had already patched, (per lease agreement). I have numerous time and date stamped photos of all the walls showing there are no holes. Also, as you'll see in the attachments, I was told to clean the curtains. I was not told to remove them. These curtains belong to the owner of the home, not me. They were hanging up when we moved in. We cleaned them and hung them back up when we moved out. That is what was required of us. They also charged $225 to paint, when this should be considered normal wear and tear. I'm also attaching a portion of the lease addressing normal wear and tear. We were never told in any agreement that we would have to pay for painting after we moved out. I feel that we are owed a refund of all of this money back, a total of $575.

  Business Response

  Date: 03/08/2023

  The resident reached out for resolution with their security deposit; at that time the former resident was given the procedures for the dispute and advised it would be presented to the owner.  The follow day the former resident made a complaint, even though they were aware there dispute was being address.  At this time we have had a response and resolution provided to the former resident.

  Customer Answer

  Date: 03/08/2023

   
  Better Business Bureau:
  
  I actually made the complaint the same day because they took too long to respond to my email, and I wasnt sure they would respond. Once they answered my email I had already made the complaint. They have replied to me and are giving me a refund, so I am satisfied. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *********************************************

• Initial Complaint

  Date:02/27/2023

  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 leased a brand new apartment from HomeRiver with a move in date of January 7, 2023. When we went to get into the apartment there was not a key in the key box. There was not anyone available to provide us with a key. We were directed to call a locksmith at our own expense. Six weeks later I was finally able to get reimbursement. Upon entering the apartment we found sandpaper, sanding blocks and painting supplies still inside the apartment. Everything was covered in sanding dust. There was small pieces of tape stuck everywhere through out the apartment. Upon speaking to a construction crew member we found out that they were not finished with the apartment which is why there was no key in the box. It was not ready to lease. The tape was marking spots still needing work and the final clean up had never been done. We documented all the broken and damaged items and used HomeRiver's "Meld" system for reporting all the items needing repairs. There was over a dozen items needing repair including a front downstairs window that is not installed properly. This window will not close completely or lock. Anyone can just raise the window and step inside. It leaks water when rain blows from the right way. We have electrical items that are crackling and buzzing with units or switches getting hot. Our front yard is caving in. The mailboxes are still laying on the ground so we cannot get mail. The refrigerator will not open all the way because the door hits the kitchen island. Trim is loose and broken. Master bath tub is scratched and damaged. We even had the construction workers (they are still building more apartments) steal our front door mat. We moved in on the 7th of January and reported everything that day and on through the 9th of January. Today is the 27th of February and nothing has been done. I email all the managers and maintenance teams weekly and most of the time never receive a response. I have even tagged HomeRiver corporate offices with no response.

  Business Response

  Date: 03/06/2023

  This unit had a miscommunicated delay in preparing this unit for rental, which resulted in the residents moving in before it was ready. We acknowledge that this was an accidental oversight on our part. During the initial move-in on a Saturday, the residents' were unable to access the keys. Upon calling HomeRiver, they were immediately escalated to the regional manager who authorized them to have the locks rekeyed, as it was the fastest way to allow access. Otherwise, they would have had to wait until the next business day, Monday. On Monday, **************** requested reimbursement for the charges incurred, and we advised at the time of the approved credit.
  As this is a new construction property in a community still under construction, our maintenance team is currently addressing the repairs submitted through our system while working with the builder. We are in communication with the resident and builder to ensure that all necessary work is completed

• Initial Complaint

  Date:02/27/2023

  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 have rented a house from the company home river group, and am currently living there. Ive had issues since moving in. However, the most recent issue is they had gas services setup at the address I am renting. When I moved in I setup gas service with a different company. They never called to cancel the services they had in their name. Ive paid my gas **** with constellation for the past two months. Now they are trying to charge me the bills they are receiving from the gas company in their name that I have no association with. I notified them over 4 weeks ago that these charges were not mine and showed proof that I have my own gas service that I am currently being billed and paying for. They still have not changed anything and have added an extra 300 to my rent that I can not afford that is due in 3 days.

  Business Response

  Date: 03/06/2023

  The tenant provided us their gas bill and it appears the meter number on their bill and our bill are not the same. 
  
  ****** contacted the gas companies and found either there are 2 meters or it was replaced and not updated. We are working with the tenant to get it resolved. 

  Customer Answer

  Date: 03/12/2023

   
  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,
  
  *************************