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 Charlotte

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

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  Homeriver Group

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

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:04/03/2025

  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.

  On January 1st we received a pre-renewal letter with a section about needing to renew our surety bond every year. We signed our lease renewal that same month with a start date of March 31st which includes a surety bond addendum. However, when trying to renew our surety bond we were informed that Homeriver would no longer be contracted with *****. We've been trying to get an alternative, but they are all saying that this property is ineligible. On March 27th we received an e-mail from Homeriver about our bond expiring and that they were giving it to the property manager for proper handling so we were expecting to hear about an alternative that we could use, but we didn't hear anything until this morning when we woke up to a charge of $3,458 on our account for a security deposit due April 7th.Section 33, Clause A of the lease states A. Entire Agreement: There are no oral agreements between Landlord and Tenant. This lease contains the entire agreement between Landlord and Tenant and may not be changed except by written agreement.and the Surety Bond Addendum states 5. MODIFICATIONS: Except as expressly modified in this Surety Addendum, all other terms and conditions of Lease shall remain unchanged and in full force and effect. In the event of any difference, conflict or discrepancy between the terms or provisions of the Lease and this Surety Addendum, this Surety Addendum shall govern and control.We weren't given any notice and have no written agreement stating that we can no longer use a surety bond. We haven't had any contact with the company since signing the lease aside from the email I received on March 27th. Our bond expired March 30th, 2025 which was the final day of the previous lease. Failure to renew the surety bond is no fault of our own and we shouldn't be penalized for Homerivers neglect in both not informing us that we could no longer use a surety bond, as well as still including the addendum in our lease renewal if it was no longer valid.

  Business Response

  Date: 04/14/2025

  Thank you for reaching out with your concerns. We genuinely value your feedback and are committed to addressing the issues you've raised regarding the surety bond and security deposit.
  Surety Bond and Lease Agreement:
  We understand your concerns about the surety bond. To clarify, this was managed through *****, not directly by HomeRiver Group (HRG). We communicated via emails on February 7th and February 19th, 2025, to inform you about our partnership change with ***** and the subsequent need to arrange a security deposit or explore payment options.
  Communication and Response:
  Our emails also highlighted the expiration of your Rhino policy and offered a payment plan for the security deposit. Since we havent received a response from you regarding these options, we encourage you to contact your property manager, **** ****, at ************ or **********************************************************. She will assist you in finding a suitable solution.
  Security Deposit Charge:
  The $3,458 charge was applied to your account based on the lease terms as there was no surety bond or security deposit in place. We have mentioned this in previous communications, and the payment plan options remain available to you.
  Next Steps:
  We are dedicated to resolving this matter, so please reach out to us directly to discuss your options. We are here to assist you and ensure everything is resolved to your satisfaction.
  Thank you for your attention to this matter. We look forward to resolving this promptly.

• Initial Complaint

  Date:04/03/2025

  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.

  Landlord Severed Ties with this company, they deducted the amount listed below after the fact. They are ignoring my calls for reimbursement request.

  Business Response

  Date: 04/14/2025

  The end of management for this tenant was March 31st. The tenant had his rent set up to auto withdraw and did not cancel the payment with his financial institution. 
  The owner is aware, and the monies he paid prior to April 1st are distributed to the owner as the account is closed out. The tenant ******* Libeau has not reached out to me via email or phone regarding this matter. He did reach out to ask about his expiring Rhino policy that I have provided to both the tenant and the owner. 
  
  

• Initial Complaint

  Date:03/25/2025

  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.

  For the past 7 months i have been going back and for with this company disputing utilities bills for trash services which they allegedly claim i owe. On numerous occasions I've submitted invoices, and bank statements showing the trash services (GFL) is in my name and is being taken out of my account. I haven spoken with and received emails from ***** ******, Edirose Sorela,******** ***** just to name a few and all assured me that this would be taken care of within 7 to 10 days which is not the case. This has been going on for over seven months. I spoke with ***** ****** last week and yesterday March 24th and she stated it should get resolved within 24 to ******************************* the same predicament. I have ask to speak with supervisors or managers and was told that is not possible. On November 1st I paid for the trash utilities and was told i would get credited or reimbursed but instead I am getting charged continuously and each month. its like a nightmare trying to get an representative to update the ledger so I can pay my standard rent. Each time i call a representative would transfer me to someone that cannot help me nor understand. I did submit billing statements and bank statements showing trash utilities is taken out of my account every billing cycle.(every 3 months.). Can someone please Help me! This is a nightmare!!! The customer service representatives are not helpful nor does it seems like they fully understand what to do or what is going on.

  Business Response

  Date: 03/27/2025

  Thank you for reaching out and letting us know about this issue. I understand how frustrating this must be, and I appreciate the chance to clarify things.
  After reviewing the billing records, we found that the trash service for your current home wasnt transferred to the correct address until the NovemberJanuary billing cycle. Since you moved in on May 31, 2024, the owner was billed for the trash service from June through October, and those charges have already been paid. Because of this, were unable to remove the charges for those months.
  However, I will submit a request to adjust the charges starting from November to reflect the correct service address.
  I apologize for any confusion this caused and appreciate your understanding. If you have any questions or need more information, please feel free to reach out.

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23112510
  
  I am rejecting this response because: i clearly stated that GFL billing cycle is every three months. i submitted my bank statement showing the utilies were being taken out of my account for the months in question. *** did not update the address until the end of the billing cycle which was in November. The billing cycle for GFL is every three months that's why in remained in the name of the old address  until October but the utilities was transferred June 1st 2024 to the property owned by Home river Group when I moved there on June 1st. GFL collected trash for the Homeriver group property (***** knotty pine pl) and it was also being taken out of my account for the months in question. I submitted my bank statement  to support this
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/24/2025

  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.

  My housing development, **********************, hired HomeRiver Group HOA. They are harassing me for weeds. I met with the ******** Lakes fining committee on 2/25/25, and they told me that if I removed the weeds the following weekend, as I did, no fines would be imposed. I complied and removed all the weeds, as agreed upon. HomeRiver HOA is saying I still have weeds, which is false, and they are imposing a $1000 fine, which they demand in 30 days. I have left messages via phone call and email, which they don't answer. Unacceptable. I want these fees removed, as agreed upon at the meeting.

  Business Response

  Date: 04/07/2025

  Thank you for reaching out regarding your concerns about the fine imposed on your property at ***************************************** We understand that disputes over compliance matters can be frustrating, and we appreciate the opportunity to clarify the situation.
  Following your attendance at the Fine Hearing on February 25, 2025, the committee granted you an extension until March 4, 2025, to address the weed violation. As per the meeting minutes and the committees decision, your fine was held in abeyance pending resolution of the violation.
  On March 4, 2025, and again on March 5, 2025, a visual inspection was conducted at your property. Unfortunately, it was determined that the violation had not been fully corrected. As a result, per the Fining Committees decision, the fine of $1,000 has been upheld.
  We understand that you disagree with this assessment, and we encourage you to provide any documentation or photographic evidence demonstrating that the violation was resolved within the given timeframe. If you would like to further discuss this matter or request an appeal, please contact our office at ************************************
  We appreciate your cooperation in maintaining the communitys standards and look forward to resolving this matter amicably.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23098536
  
  I am rejecting this response because: All weeds were removed the following weekend, as we had agreed upon.  The action of imposing a fine is totally unjustified.  Also, for HomeRiver HOA to wait 14 days to reply to any communication from the homeowner is totally unacceptable.  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/10/2025

  Good Morning, 

  HomeRiver is not the management of the *** please reach out via email to **************************

  This is the response from the *** company that oversees this property. 
  I've spoke with **** and at this time we have no further response, he needs to take this up with the fine committee.

  Thank you, please reach out to the *** via the email provided above if there are further questions or comment is needed. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23098536
  
  I am rejecting this response because: The HomeRiver HOA, and the ******** Lakes homeowners board do not communicate, and do not reply to messages, and keep pointing to another party. I will not accept any fines, because I must stand up for what is true. The problem was cleared up in the time agreed upon. Zero communication from either. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/10/2025

  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.

  They are the least responsive company my family and I have ever worked with. Sewage has over flowed multiple times into our rental because the foundation of the house is not right and theres broken pipes and stuff that lead to the street they refuse to fix. It has been the biggest headache of a year renting from these people. Theres also a giant crack across the living area in the house and other issues. The house was disgusting upon move in and they presented us a move out checklist with ridiculous requirements. They also are horrible to work with on the portal and their accounting team does not know what theyre doing. They have refused to fix our amount due on our payment legder for us to the pay rent several times. Once taking us to court many months ago for an eviction the judge tossed out because we had proof the issues were on their end. Once again theyre claiming we owe double what we actually do and theres no other way to pay these people and were accumulating late fees while they refuse to get the numbers right on their end.

  Business Response

  Date: 03/25/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience this may have caused. After conducting an audit, our Accounting team discovered that the concession addendum was mistakenly not included in the lease agreement, which unfortunately resulted in the concessions being billed back. Once the tenant notified us, we immediately investigated the matter further and confirmed that this was a lease drafting error. We understand how frustrating this must have been, and were truly sorry for the oversight. To make things right, we promptly sent out the concession addendum to correct the lease and adjusted the billback charges and any late fees. The resident was then able to pay the correct amount for the March charges.
  Regarding the crack mentioned, we completely understand the concern. After reviewing it with the vendor, it was determined to be caused by foundation issues and improper flooring installation. We are actively working on a solution; however, since the resident is scheduled to vacate on 3/24, we believe it would be least disruptive to complete the repairs after the unit is vacant. We truly appreciate your patience and understanding as we work to resolve these issues. Please know that your comfort and satisfaction are important to us.

  Customer Answer

  Date: 03/28/2025

   
  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:03/06/2025

  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.

  HomeRiver Group charged double the rent to a checking account I own. They refused to refund the extra rent they took and I was forced to file a dispute with my bank. When my bank resolved the dispute in my favor, HomeRiver Group reposted the extra rent charge to my tenant account and charged maximum late fees, despite the rent having been overpaid in the first place.

  Business Response

  Date: 03/19/2025

  Thank you for bringing this to our attention. After reviewing your account, everything appears to be in order. The only item of note is the $25.00 charge for the returned payment, which has already been paid. Additionally, all late fees have been reversed, so there shouldnt be any outstanding issues related to those.
  Regarding the payments, we see that two payments were made on 2/1/2025. Please note that these payments were processed on your end HRG did not submit a payment on your behalf. The payment that was returned had been applied to the Resident Benefit Package for $49.95 and a Prepayment of $1,733.00. When the payment was rejected in our system, a new Resident Benefit Package charge of $49.95 was posted on 2/13/2025, and the Prepayment of $1,733.00 was reversed. We have not identified any extra rent charges or other discrepancies.
  
  We also reviewed cases submitted for your lease and didnt find any records related to refusals to process. It does appear that you reached out to the resident coordinators a few times, but unfortunately, it seems your concerns were not addressed at that time. We apologize for any inconvenience this may have caused and appreciate your patience. Please let us know if you have any further questions or need additional clarification.

• Initial Complaint

  Date:02/28/2025

  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.

  Subject: Urgent Complaint Regarding HomeRiver Group Dear [Recipients Name],My name is ****** ********, and I am writing this complaint because for over two months, I have been unable to find a solution to my ongoing issue with HomeRiver Group. This company has no physical office in *******, and the only way to contact them is through their hotline.The problem is that this company is wrongfully adding already paid water bills and unexplained fees to our rent payments.Since January 20, I have been calling and emailing them every single day. Each time, they promise to call me back and resolve the issue, but instead of fixing the problem, they sent us an eviction notice.I contacted the *************************************, and they confirmed that we have no outstanding balances and never ******* this point, I strongly suspect that this company is engaging in fraudulent practices. I have all the evidence, including emails and receipts proving my water bill payments. However, they ignore my emails and, instead, called today to threaten us with eviction.I would appreciate any guidance on how to proceed with this matter.Sincerely,****** ********

  Business Response

  Date: 03/12/2025

  *** previously contacted the resident to request proof of payment made directly to the utility provider. However, instead of providing the proof of payment, the resident repeatedly submitted copies of the bill. Since an open case had already been created for this matter, the Resident Coordinators (***) assumed responsibility for handling the utility dispute in accordance with our standard process.
  HRG adhered to our established procedure for handling delinquent payments. The resident received a demand notice due to nonpayment of rent for February 2025. However, the resident submitted their payment for rent on February 13, 2025, and no eviction was filed against the resident.
  After reviewing the case, HRG has updated the account feed and successfully uploaded the proof of payment. ********** will now receive the necessary approval and include the credit in the next weekly credit file submission. The tenant should expect to see the credit reflected on their account within 5 to 7 business days.

• Initial Complaint

  Date:02/27/2025

  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.

  SEPTIC TANK FAILING IN RENTAL PROPERTY NOT ALLOWING ME TO TERMINATE LEASE EARLY AND PAY FULL PRICE FOR MONTH.

  Business Response

  Date: 03/06/2025

  Weve reviewed the concerns regarding the septic tank at ********************************************************************. After discussions with the property owner and vendor, it was determined that the entire septic tank needed to be replaced. Additionally, we worked with the tenant to allow an early lease termination to address the inconvenience caused.
  We believe this resolution fully addresses the issue, and no further action is needed at this time. If the tenant requires additional assistance, they are welcome to reach out to us directly.

• Initial Complaint

  Date:02/27/2025

  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.

  From the 1st lease agreement Sept 2020 I have had a key to the club house which is for the pool, and gym. every lease since then as been the same the only difference was the amount of rent. When I signed the new lease in July 2024 I still had access to the clubhouse, then all of sudden I didn't when asked I was told the owner didn't authorized us to have access to it and that he was going to give us a onetime credit of $50. I have explained that wasn't what what advertised when we rented the house and every lease we have signed since then hasn't changed. I'm also disputing a matiantance charge that was done on 11/4/21, It states the reason we were charges was due to us hauling away vinyl corner trim, a board under the sliding door. We still have the board for the sliding door that has never been fixed and the sliding was due to weathering, it chipped off the corner in front of the house by the garage. We then were charged on Feb 02/24/22 a $265 late fee on matiantance because i was disputed it and I only paid my rent amount. About a year or two later they had to come back out and replace some more vinyl due to weathering again, so I decide to dispute the charge at the end of Aug beginning of Sept. I received an email saying that they found that matiantance charge from 2021 was due to weathering and that they were issuing my credit to me and I was getting my late charged credited as well. Later to my surprise I was being charged the $411.35 on Jan 22 2025 this time I was told it was due to my dogs did the damage and the owner had documentation. I have also reported black mold in our home for the past 3 years and nothing has been done about it. I have to clean it up and it keeps coming back. I have sent in emails I've called for the last two months with no response. I have asked to be be release out of my lease due to the owner not upholding his part of the lease and I have asked for documentation for my dogs doing damage. This is a unhealthy environment.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out regarding your concerns. We appreciate the opportunity to clarify the situation.
  Regarding the siding and board repair charges from 2022, these were assessed based on damage observed at the time, which was determined to be beyond normal wear and tear. The charges were originally paid without dispute. In 2024, when a separate siding issue at the front of the property was assessed and determined to be weather-related, you requested a review of the prior 2022 charge. Upon internal review, a credit for the original charge was issued in September 2024. However, as the property owner had not been consulted on this adjustment beforehand, they later disputed the credit and requested that the charge be reinstated, as they maintained that the backyard siding had not been subject to the same level of exposure as the front yard.
  Additionally, regarding access to the community pool and clubhouse, the propertys governing HOA recently updated its policies, requiring all property owners to sign a new liability waiver for tenant access. The owner of this property elected not to sign the waiver, which resulted in the deactivation of the pool key card. To accommodate this, the owner approved a rent concession of $50 for the affected period in 2024 and an additional $200 concession contingent upon a lease renewal in 2025.
  We understand your frustration with these matters and appreciate your patience. If you wish to discuss alternative resolutions or further clarification, we would be happy to assist. Please feel free to reach out to our office directly.

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22995108
  
  I am rejecting this response because: now you're telling me, siding was done in the backyard.

  Nowhere on my documentation does it state? Siding was done in the backyard. We did dispute the charge when it was first charged back in 2021. We also signed a lease in ******** cannot change the policies after a lease was signed.

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

• Initial Complaint

  Date:02/25/2025

  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.

  2/22/25 Water pipe burst in the kitchen ceiling.Major water damage in kitchen, living room, upstairs middle bedroom, upstairs hallway, garage, pantry, etc...We have not been provided with a habitable unit to live in despite the major structural damage inside the home. We cannot move furniture into the home due to the wetness, water damage and disrepair.We have called on 2/23 and 2/24 about this issue multiple times daily and never received a call back until this afternoon. We were told we would have to file it under our renter's insurance despite it happening prior to our move in date. There was also misrepresentation about the property having 2 bathrooms, but it only has 1.5 bathrooms. This was stated on multiple websites such as Zillow and Renters.com.The only people we could get into contact with was the Emergency Maintenace line and a contracted repair person with **** Painting.

  Business Response

  Date: 03/06/2025

  Thank you for bringing this matter to our attention. We understand the inconvenience and frustration caused by the unforeseen circumstances at the property and appreciate the opportunity to address your concerns.
  Regarding the water damage, we regret the impact this has had on your living situation.  As soon as we were made aware of the situation, we took immediate steps to evaluate the extent of the damage and determine the best course of action.
  We acknowledge that you experienced delays in communication, and we are sorry for any distress this caused. Please know that your concerns were escalated, and we have since spoken with you to resolve the matter. As per our conversation, you will be vacating the property without any penalties incurred. 
  If there is anything further we can assist you with, please dont hesitate to reach out to us directly.  

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
  

  The only thing that I did not see in HomeRiver Group's response was that they are going to be refunding the money we have paid for 2/23/25-2/28/25. 

  They told us they would release us from the lease with no penalties and refund the amount we paid for dates 2/23-2/28/25.

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