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|Chattanooga

  1007 Ashland Ter STE 104B Chattanooga, TN 37415-3566

• 

  Property Frameworks

  6365 NW 6th Way STE 200 Fort Lauderdale, FL 33309-6162

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

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

• Initial Complaint

  Date:12/06/2022

  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.

  Paid for security deposit for property from this property management in August 2021. Ended my lease with 30 day notice for official departure of property on Oct 27th 2022. To this day, I have not received my security deposit back via 1st class mail or deposit or call. I did not receive itemized deductions either for return of deposit. Also requested walkthrough inspection 2 weeks prior my release of property. But this company did not confirm my requested date, so i reached out to them again in which they rescheduled for the final date of my release of property (no time to fix property according to walkthrough)

  Business Response

  Date: 12/14/2022

  The tenant's security deposit was processed and sent to the wrong address due to an administrative error.  We reached out to the former tenant to address the matter as soon as he contacted us.  The partial refund check was cancelled and reissued.  The remaining refund for estimated damages was authorized to be refunded and the check will be sent to the tenant by 12/16/2022.

• Initial Complaint

  Date:12/05/2022

  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.

  I rented a home for a year with this company. I paid my rent on time every month, maintained the lawn, pest control and the home while renting. Had problems the entire time with maintenance and repairs with this rental group. I provided proper notice and moved out of the home effective ****. I had the home professionally cleaned and the home was in better shape than when I first moved into the property. ************************* did a move out inspection on 10/4/22 and sent me an email with a list of bogus charges and I sent an email back disputing the charges on the same day. I received a response on 10/4/22 from ********************************* stating that disputes must be done in writing and thanking me for my email She stated that they would re-review the charges to see if there are charges that could be removed or reduced and update me soon. I NEVER received a response until I received a notice from Rhino that this company filed two claims against a surety bond that I had in place when I was renting. I called ******* and still have not received a response. This is very unprofessional and I still dispute the money for the so-called damages that they are trying to claim.

  Customer Answer

  Date: 12/20/2022

  Hellono, I still have not heard back from this company.  Thanks

   

  *********************************

  Business Response

  Date: 01/09/2023

  Thank you for your feedback. We have issued a refund for the full deposit amount and canceled the claim with Rhino. You should expect to receive your refund in the next 30 days. 

  Customer Answer

  Date: 01/12/2023

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

• Initial Complaint

  Date:12/02/2022

  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 with Home River group for a couple of years. They switched from Property Frameworks to Home River Group and they are a horrible property management company. I have personally reached out to the director ******, leaving countless voicemails and no return calls. I have a repair issue with my home right now and has been going on for three days. I am the landlord and the plumber has tried reaching out to them and they have not returned any of our calls. My tenants lease expired on 11/30/2022; I had to reach out to the property management company to get them to run me a rent analysis and send a lease renewal to the tenant. They missed the 45 day notice. I have called my new property management representative ***** and **, left messages, and sent emails. They have not returned any of my emails or phone calls. This is the worst property management company. The lack in communication and urgency. I am also reporting them to TREC as they practices are unethical, illegal, and unprofessional.

  Business Response

  Date: 12/12/2022

  Thank you for your review, and I understand your frustration with the Home Warranty Repairs and Lease Renewal.   
  
  To confirm HomeRiver Group did provide the home warranty company with the residents contact information for scheduling, but unfortunately they didn't utilize that information and instead reached out to HRG and you to try and schedule their visit.  That issue has been resolved, we have the invoice, and we are working on paying the invoice now. 
  
  Home warranties can be a headache for all Management companies, including HRG and some PM companies charge an additional fee to deal with Home Warranty companies (HRG does not).  Home Warranty companies typically reduce our ability to provide our highest level of customer service because we are taken out of the loop on the management of the work order. The vendor does not check in with us to let us know the work is complete, or what is needed, they go straight to the home warranty company and we are left out of the loop.
  
  As an example if we were are using a vendor set up on our preferred vendor network we would be able to see all text message communication from the vendor to the tenant to quickly answer your questions or any questions the resident or vendor about when and if this work was completed, when repairs/property visits are scheduled, etc.
  
  I know that your Property Manager *********************** has been in contact with you via phone and email in regards to the home warranty, repair issue, and lease renewal as well as provided you with all contact information to reach her with any questions or issues related to maintenance and renewal items.  Regarding the lease renewal I see that ******************************* has been communicating with you throughout the renewal process and the residents have until 12/15/22 to sign and return the lease renewal offer and as soon as the residents renew the lease renewal offer ***** and ******** will let you know. 
  
  Regards.

• Initial Complaint

  Date:12/02/2022

  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.

  HomeRiver Group ********** is non-responsive to our request to return security deposit. Attached letter to homeowner outlines the details surrounding this complaint. Please let us know what avenues we have to get this resolved before taking legal action. Appreciate your help!

  Business Response

  Date: 12/14/2022

  This is a matter between the homeowner and tenant.  As the agent on behalf of the property owner, our role is to exchange information and assist the parties in reaching a resolution.  HomeRiver Group does not have any decision making authority and this was communicated to the tenant previously.  We have shared any information we received with the homeowner and will convey and respond accordingly.

  Customer Answer

  Date: 12/14/2022

   
  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:12/02/2022

  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 have rented the home from Home River in good faith that the house had working windows. When we tried to open the windows they just fall or slam down. 90% of the windows in the home have broken hardware, ripped screens and cannot push up and or stay up. I have reached out repeatedly to Home River for the last 90 days. I was told initially that the home owner will not replace windows then I was told that as long as you can hold a window up and escape if an emergency that is enough. Then I was told they would provide us with a dowel to prop the window open. They have had 5 different repairmen out who have taken different parts and all told us that they are old and cannot find parts for these windows. We we also told they need to be replaced. The management at Home River refuses to make repairs or return phone calls as to the status of these repairs. We have asked to be let out of our lease if they do not want to make repairs, again no response. I am currently reaching out to the fire department to see if it is legal to just be able to escape as I was told. I am also reaching out to the house department as per SC law a landlord has 14 days to make necessary repairs.This home should have never been rented, especially since knew very few of the 17 windows are in working order

  Business Response

  Date: 12/27/2022

  This tenant submitted a work order regarding their windows not staying open on its own. We put in a work order to have a vendor come out to assess the issue and send a bid for repair. The bid was submitted to the owner and they requested and additional bid. With the additional bid the tenant took an extended period of time to get this scheduled with the vendor. ******** are currently in and has been submitted to the owner for approval at this time.

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18513244
  
  I am rejecting this response because:
  

  We rearranged our schedule to have multiply vendors out and even a home inspection, who stated our home was impeccable. We have always accommodated there requests within the week.  At least 5 different vendors have been to house, all stating the same thing, windows are out of date and need to be replaced. We started this claim in September and to date have not received a date with which the windows will be repaired.  Per our lease it states repairs will be made within 10 days or if more is needed within a reasonable time.  We are now moving into month 5. I have asked to terminate our lease due to their lack of compliance and did not receive a response. We have received no compensation or reduced rent for this home which should have been rented with all windows in working order. The home should have been inspected by Home River and should not have been rented with such gross negligence.  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/07/2023

  Hello, I am sorry to hear that we under delivered and did not meet expectations as a company. That said, I would be happy to connect you with the right person to resolve this issue. I just need the properties location, or you can email ******************************** Once again, we are sorry for this inconvenience and we hope to fix this issue from happening in the future. 

   

  Sincerely, 

   

  HomeRiver Group 

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to find a home. Homeriver hasn't been able to assist me,and it's preventing myself and family from finding another home. For example we weren't informed of move out expenses till 8 weeks later after the move out. Secondly they said we have to pay move out expenses to the owner. I called owner for months and the owner says we gotta pay homeriver. Homeriver states the account with owner is closed and I have to resolve issue with owner. I did that and owner still referred me back to homeriver. And homeriver has yet to resolve this issue and this can cause myself and my family to be homeless

  Business Response

  Date: 12/09/2022

  The owner sent us the invoice to process the disposition of the security deposit. 
  We were instructed by the owner. The account was closed at the time the tenant moved out.  The resident coordinator spoke with the tenant when she called and explained she will have to contact the owner directly for her security deposit dispute. Unfortunately, the account was closed and we were no longer the manager of the property when the tenant disputed the charges. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18473629
  
  I am rejecting this response because:

  I have spoken to homeriver about contacting The owner. The owner has refused to resolve the issue referring me back to homeriver. The owner has made no progress to try and resolve this balance.  And when I told homeriver they won't help either. Owner refuses and how are we supposed to resolve if the owner will not comply? Hence the reason I reached out to homeriver to get this resolved.  As well as disputed the charges and no response. Owner number is 
  **********
  Sincerely,
  
  Symphia ***************************

  Business Response

  Date: 12/27/2022

  The tenant paid the owner what she owed. We are working on updating her ledger so the balance is $0.

• Initial Complaint

  Date:11/22/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a home from Home River Group last year and just moved out about 6 weeks ago. I had paid an insurance company, Rino, for a bond to take care of my security deposit. I gave notice two months before we were to move out that we were moving out. Because of building delays, our new home wasn't able to close on the date we had told them we were moving out. I notified them on August 19 about such and that we would need extra time. We were told that we were going on a month to month for September, and that our move out notice would be extended thirty days. Also, when we moved in the house was in awful condition. It was filthy, the lawn was overgrown, etc. I have emails and pictures to prove this. We left the house in much better shape than when we received it. I received a notice last week that we owe back rent and for excessive wear and tear. I looked up "excessive wear and tear" on the ******* statutes, and everything they listed was not listed for what was considered excess wear and tear. I contacted them, and of course they said their claims were justified, and ****, the bond company, says the charges go beyond what they cover. I tried to contact both Home River again and Rino, to no avail. **** doesn't respond to emails, and their chats are a robot that gives generic answers. If you try to call, they tell you to go to email or chat and hang up. I called Home River several times at all numbers, and all I get is no one is here to answer your call. If I leave a message, I don't receive a call back. They will not respond to my emails. I do not owe them any rent, and I want better justification from both Home River and **** as to why they are claiming extra damages. I feel as though they are trying to deceive me and pay them money. Plus, I am a senior citizen, and I feel I am being taken advantage of because of such. Can you please help me?

  Business Response

  Date: 11/29/2022

  We have been in contact with this former tenant and we did remove the rent charges for insufficient notice but did advise her that there were warranted charges for damages. Please see the attached move out inspection as well as the bid from the vendor ($5064.68) and the *** which shows what we charged the tenant ($2144.06). Please let us know if you need anything further.

• Initial Complaint

  Date:11/21/2022

  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.

  On November 4th, I the resident at **************************************************** notified the Home River Group about the **** not functioning. I did not have any air or heat. I submitted a emergency MELD for the maintenance company per company protocol. I attempted everything the company asked me to attempt, but the system did not work. The Home River Group sent someone to the residence on 11/9/2022. The technician stated that he would return the very next day. The technician canceled for 4 days straight. Home River group was aware that the **** was still broken. I called the manager, who barely ever responds. I emailed her and told her that the temp in the house is dropping below 50 and that I would have to relocate if the system is not fixed. 11/17/2022 a **** technician came to look at the system and told me he could repair the **** that day. He notified the Home River Group and they would not even contact him back so he left. 11/18/2022 Still nothing... I called the main office and spoke to someone and notified them that the house was too cold to live. I was then notified they would send someone out on 11/22/2022. I have had to miss time from work dealing with this and they still refuse to repair the unit. What legally can I do? I just moved into the residence on Oct. 7th, 2022.

  Business Response

  Date: 11/29/2022

  The vendor went out on 11/8 and was supposed to return on 11/9 and never did. We reached out to the vendor who contacted the tech and the tech said his car broke down and that two of his hvac HVACs were out, so it was reassigned to ****, they sent the property manager an estimate and it got approved by the same day which was Friday. They have it on the schedule for Wednesday between 9am-11am. The property manager reached out to the tenant to keep her updated.

• Initial Complaint

  Date:11/21/2022

  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.

  I spent thousands getting into a house that was not move in ready. Garage was broke, microwave doesnt work, shower door is broke and leaks, I could go on and on! The garage has been fixed after over a week of begging. However, I have no working microwave and cannot get an answer from management. I have called and left voicemails, emailed, submitted maintenance requests but to no avail!! I feel ripped off completely. No one returns calls. Its been over 2 weeks with no microwave and the holidays are just around the corner. I have family coming in and will only have 1 working shower and no microwave to heat Thanksgiving leftovers. Yet I better pay that rent when it is due! This is absurd! Spent over $4500 to get into a place advertised as move in ready that was far from it and now cannot get answers or it fixed!

  Business Response

  Date: 11/22/2022

  Hi *****,
  
  We apologize for any inconvenience. The property manager has contacted the owner for approval for the microwave bid and will continue follow up in order to get this resolved. We are required to get owner approval for certain repairs and if it is over a certain amount. The property manager will also follow up regarding the primary bathroom shower door. 
  
  We understand you were not happy with the move-in condition the property was marketed as-is and the per the lease the property was accepted as-is by the tenant. Please reach out to the Triage team & property manager through Property Meld for any open work orders and if there is an open work order for a current repair request please do not submit another for the same item as that can create confusion and result in multiple vendors being dispatched for the same repair.
  
  Again we apologize for any inconvenience and hope to get the situation resolved as soon as possible.

  Customer Answer

  Date: 11/22/2022

   
  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:11/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I recently moved out of a rental home in *******, ** because we purchased a home, they accepted our move out date of 10/31/2022 which was one month before the actual end of our lease, which was the end of November 2022. ******* tenant law allows tenants out of lease early if it is due to a purchase of a new home. We received a "notice of intention to impose claim on deposit" in the mail the evening of 11/14/2022. We suspect the excessive charges may be related to them loosing a month of rent due to our early move out, HomeRiver group manages **********************************************************************************. We wish to dispute these excessive charges. We tried to call them to discuss this, but were transferred to a number within HomeRiver group and only after calling that number again and leaving two lengthy messages we were told to speak to our previous property manager. They provided us the name ***************************, number and email to send our written dispute since there is no way a regular paper mail dispute would make it within the 15 day time period. The form says we only have 15 days to dispute from the date on the letter (11/8/2022) but got the letter several days later on 11/14/22, giving us little time to respond. Also, None of HomeRiver group's communication/documents/lease has been offered in my husband's primary language Spanish at any point, And we no longer have access to the portal that had all of the documents from our lease/inspections/maintenance requests HomeRiver of course still has access.Again, no terms were provided to my husband in his native language of Spanish. Also, chapter 83 of landlord/tenant law for ******* says for single-family homes that the exterior of the house is the landlord's responsibility, but they are charging us $325 to pressure wash the driveway this should not be our responsibility. Also, they are charging us $2698 for painting walls, we repaired and patched walls after taking down our pictures and painted those areas with the color-matched Behr paint and repair supplies we purchased from *********** also there is no specific no mention in the lease that we have to paint or repair walls on move out, we were trying to be good tenants. Also, they are charging us $10 for a kitchen light bulb that was working perfectly when we left. They said the home was not clean, which we did clean most of the home. But my husband forgot our dining table, they did let him pick it up and when he went back to pick it up the day after the inspection, and found the house was dirty from the inspector who did the inspection, my husband said he had peed on the floor and toilet seat in the bathroom (which my husband cleaned up this man's pee) and the inspector had tracked in a lot of debris, from outside and left it all there. The claim against the security deposit is excessive and unfair, the $400 for the cleaning is the only semi-acceptable charge to clean the oven and the refrigerator that my husband did not realize he had to clean because no documents were given to him in Spanish, and he was left to do the cleaning because I was caring for my mom with Alzheimer's and my 4-year-old daughter and unpacking what he had already moved, but even $400 is very excessive for a cleaning fee. HomeRiver Group did not provide any documents in Spanish or involve a translator at any point for my husband to understand what was needed for move out and are wanting $3533.00 which is extreme and ****** unfair. We were good tenants who took good care of the home, always paid early or on time and during hurricanes we protected the home with sandbags because the backyard floods and the water comes in through the sliding doors, which was reported to HomeRiver Group, we left sandbags behind to protect the home from flooding because there was another hurricane coming, they are charging us $100 to remove those and to remove an old bench we forgot to move to the curb to be there for the regular trash pickup day.

  Business Response

  Date: 12/19/2022

  To dispute these charges, the charges would have needed to be disputed within a particular time frame, in accordance with FL statues. All our employee correspondence and websites offer the *** mailing addresses, and this resident has the email contact for ***** and has since emailed her dispute. A case has been opened to review the charges. This customer received a "Notice of Intent to Impose Claim on Deposit" which outlined the entirety of the charges against the Rhino deposit, of which none were directly correlated with an early termination fee of any sort. The charges imposed against the deposit were for a full deep clean, interior paint (due to all walls needing to be touched up, this was the largest expense), personal item removal, bulb replacement and exterior cleaning and pressure washing not taken care of by the resident during their tenancy. Our team has already reached out to our vendors to ask about pricing reduction on their costs and labor, but we cannot guarantee this pricing reduction. Any damages, beyond normal wear and tear, that were not noted at move-in during the voluntary photo inspection are outlined in the lease agreement and signed by all parties before occupancy is taken. This customer's lease defines the responsibilities that are covered by the tenant and those that are covered with the landlord; *** has not gone outside of that contractual obligation during or after residency.