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:11/09/2022

  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.

  We rented a house through HomeRiver Group in May 2022. On 8/24/2022, emailed the resident coordination and advised her that we had to terminate the lease. She responded on 8/26 that we would be responsible for rent until Oct 25th, 60 days, and pay two months' early termination fee. (I thought it would be 10/23 since I did give notice on the 24th.) We paid for September's rent at the end of August and vacated the house on 9/4. (We did give notice for 9/11 but left earlier). On 9/20 we tried logging onto the portal to pay what we assumed would be the prorated amount for October but our account was no longer there. We called to give notice to both the electric and water/sewer companies but were told someone else's name was already on the account. We tried reaching out to someone at HomeRiver to find out how to make the payment but no one responded. We received a letter on 10/7 with the final amount requesting to be paid. We were charged the full October and our deposit was used as payment. The balance was the two months' rent ( early termination fee of $3,890)We emailed the resident coordinator and asked that she made the adjustment for the prorated month and send us a new balance and how/where we can make the payment. We also asked for a possible payment plan. She did not respond until 10/11 stating we were charged 60 days and two months termination fee, which was the point. They charged for more than 60 days. She said her manager was copied on the email and he would better explain. Got no response from the manager. Emailed the manager on 10/21 and his response he thought the coordinator was taking care of it and since we did not give proper notice we are in default and not an early termination. ( Say what now??) We emailed and called him back to try and resolved the issue with no response. We now received a letter yesterday with a balance due of $13,365.00 stating tenant did not pay early term fee before move out.

  Business Response

  Date: 11/22/2022

  Hello,
  
  Good afternoon!  When the resident at 129 *******, *******************************, gave notice via email, I told the resident that it had to be done on the portal and gave them the instructions. I also outlined the early termination terms, which told them to give a minimum of 60 days notice, pay the early termination fee, and pay rent and fees through this time. They did not give the 60 day notice and they did not pay their early termination fee at that time. They gave a 16 day notice and vacated, so this put them in default of the early termination clause in the lease agreement. Because they are in the default of the terms of their lease, they are then charged accelerated rent until the end of the lease. 

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18374674
  
  I am rejecting this response because: I was not told that we had to pay the 60 days all at once. I was told that I was responsible for rent until 10/25, which according to the resident coordinator was 60 days. We did try to go on the portal to pay the prorated month up to the 10/25 but could not get on. We tried contacting her but she never answered or called us back. And as evidenced in the email provided even after the first letter was sent out we asked how to make the payment and that invoice/letter did not include accelerated rent as they now claim we owe. We have been trying to make payment but do not know how to or where to send the payment has we were taken out of their system in September. This could have been all avoided if they answer or return phone calls or even respond to emails. They give misleading information information and want to hold the customer responsible.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/08/2022

  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.

  i applied for a property through this company recently received email that property is rented and no longer available and to apply for another property. Why would I do that when the property I applied for is still currently listed on the website as available. I would like my application fee refunded.

  Business Response

  Date: 11/15/2022

  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 did not submit a completed application.  Manager uses a 3rd party application system for application screening.  Managers screening provider sends automated communication to incomplete prospect applications when a property obtains an approved application and is no longer available.  
  
  Manager reached out to our screening provider - as applicants shouldn't be  able to the pay application fee before fully completing and submitting their application.
  
  Managers screening provider confirmed that they cannot find any evidence that complainant paid an application fee Manager and their screening provider can research this further should complainant provide any kind of official documentation, bank statement, or a receipt showing the application fee had been paid.
  
  Please do not hesitate to contact me to discuss any other questions, concerns or if you should require any additional information to conclude your investigation of this matter.  

• Initial Complaint

  Date:11/07/2022

  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.

  11/1/2022 *************** tacked on extra fee to rent that was unjustified. Claimed they were going to rectify it as I contacted them daily reminding them that they still havent done so they went ahead and tacked on an additional late fee when my payment was only late due to their own negligence as I was unable to pay the rent due to them. Thirds types of issues are apparently extremely common with this company they need to be looked into and held accountable.

  Business Response

  Date: 11/21/2022

  The tenant's issue has been corrected and they're not pursuing anything anymore as they're satisfied with the actions we took. In this email the tenant acknowledges that the corrections were made which allowed them to pay their rent as required meaning everything is good to go.

• Initial Complaint

  Date:11/07/2022

  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.

  We moved out 07/29/2022 after extending lease (which expired 05/31/2022) to 07/31/2022. Although managed by HomeRiver Group - ************, our original contract was with Property Frameworks, rebranded HomeRiver Group 01/01/2021. Both communications and servicing went downhill. In 2021, they threatened to terminate the lease because we had not put the utilities in our name; however, all utilities were in our name since 11/2016. Their service request system was inconsistent and they did not always follow up. By June 2021, we decided to move out. On 03/14/2022, we conveyed to ********************* of HomeRiver Group that we were moving out but hoped to extend lease through 07/31/2022. He spoke to the homeowner, who agreed. Per our records: HomeRiver notified of departure: 03/14/2022; original lease expiration: 05/31/2022; # days between notification and lease expiration: 78 days; Lease extended to: July 31, 2022; #days between original notification and extended lease expiration: 139 days. We had the townhome cleaned and returned it in better condition that we received it. On 08/1/2022, we received a call from HomeRiver Group asking us for the garage code because they had lost their copy of the key. We provided the code. Finally, we received a letter from HomeRiver Group itemizing deductions made from our $1,795 deposit in September 2022 that included an additional request for $196.15. My husband spoke to a representative 09/08/2022, who indicated that he had pictures showing the place was filty and would forward these pictures, but never did. He also claimed that HomeRiver no longer represented that homeowner although we found pictures posted by them of the home. We sent a letter to HomeRiver Group (mailed 09/14/2022, received by HomeRiver on 09/16/2022 and signed by ************) protesting these deductions: $750 for cleaning of unit; $200 Replace batteries in smoke detectors and replace all burned out light bulbs; $430.15 for short notice given and $416 for carpet cleaning.

  Business Response

  Date: 11/17/2022

  Tell us why here..An extensive review has been given to your concerns and upon that review, we are happy to provide you some accommodations to your requests.
  We have reviewed your Move in Report, the Move In pictures provided by the ** at the beginning of your lease. 
  and the requirements of the lease dated 6/1/2019 - 5/31/2021, the lease renewal from 6/1/2021-7/1/2022 and the
  amendment to the lease signed on 4/7/ 2022.  Clause 4A of the original lease required a 45 day written notice
  to vacate that applied to the lease and any renewals.  We received written notice to vacate on 6/23/2022 and 
  based on that, the rent was charged to you to the expiration of that required period.
  In the same lease, Special Provisions clause 26 required the carpet to be cleaned and this was not done prior
  to vacating the property. 
  The property also required a deep cleaning that was noted on our move out report and itemization.
  Of the items reviewed, we can provide you accommodation on the items below and will do so within 10 business days.
  Move out charge ( $100 for Patching all nail holes and minor scrapes) and Move out charge ( $200 for Replace batteries in smoke detectors and replace all burned out bulbs).
  In addition, we will eliminate any balance owed by you over and above the deposit ($196.15)
  While we cannot accommodate all of your requests, we are happy to provide these reimbursements to you in good faith. .

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18364112
  
  I am rejecting this response because: 1) the carpet was not cleaned when we came in (as a matter of fact, it was going to be replaced) and it had been cleaned 2 months prior to moveout 2) we did not give  a short notice (notice was originally given 3/14/22 which is why lease was extended ... so why  if lease was extended for only short period is there a need to give notice again) 3)  with exception of the windows and carpet, the house underwent a deep cleaning which did not happen when we first moved in - as evidenced by ******************* fridge, stove, washer and dryer - that had to be cleaned in 2022 during the deep cleaning. From our calculations, we are owed at least $1,050.15 back from our security deposit as we believe that the moveout charges were not fairly applied. Why are we being penalized when we already left the place in a much shape than it was?

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

  Business Response

  Date: 12/08/2022

  An extensive review has been given to your concerns and upon that review, we have happily provided you with some accommodations to your requests.
  We have reviewed your Move in Report, the Move In pictures provided by the ** at the beginning of your lease, the requirements of the lease dated 6/1/2019 - 5/31/2021, the lease renewal from 6/1/2021-7/1/2022 and the amendment to the lease signed on 4/7/ 2022. Clause 4A of the original lease required a 45 day written notice to vacate that applied to the lease and any renewals. We received written notice to vacate on 6/23/2022 and based on that, the rent was charged to you to the expiration of that required period.
  In the same lease, Special Provisions clause 26 required the carpet to be cleaned and this was not done prior to vacating the property.
  The property also required a deep cleaning that was noted on our move-out report and itemization.
  Of the items reviewed, we have provided you accommodation on the items below of move-out charge ( $100 for Patching all nail holes and minor scrapes) and move-out charge ( $200 for replacing batteries in smoke detectors and replacing all burned-out bulbs).
  In addition, we will eliminate any balance owed by you over and above the deposit ($196.15)
  While we could not accommodate all of your requests, we have happily provided these reimbursements to you in good faith.

• Initial Complaint

  Date:11/02/2022

  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 Purchased the house I live in 2020. when we bought the house the community was early in the building stages. so having lots that were dirt was normal. About six months in to our purchase I notice the empty lot next door has weeds knee high. I have twin three year old daughters currently so they were1 1/12- 2ish. Also During this time Im paying 120 a month to ************* services. I then get letter about the weeds in the yard. The next week I ask my tech I've had for months why the weeds are so strong. He points to the jungle of a lot next door. I send a hand written letter to the Hoa starting that I will not pay the $30 as long as I have to pay $120 for the problem they are creating. I never receive an answer, while waiting I have reached out to multiple neighbors and asked about the lot. They ALL sided with me, some have reached out to the *** after speaking with me. *** had to look at a porta potty for two years in this same lot as well after paying over $500,000 for my home. My kids can't use their swing set in the back yard as I've seen three snakes including one in my garage the all came to and from that lot. Half our neighbors lawns are over grown and only half got warnings. I Have 15 home 45 people in the area that all have a problem with the way they manage or don't manage at all. So after all of this I go to refi my home and have a lein and have to pay $4000 for their lack of doing their job of maintain our property.Also, they turn the property over to us after the project is built out. So it shows their lack of care for the long haul.

  Business Response

  Date: 07/07/2023

  Hello, I am sorry to hear that we under delivered and did not meet expectations as a company. We strive for better customer service. 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:10/31/2022

  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.

  We rented a property from Home River group. Our lease ended 9/30/22 on 10/1 they took October rent out of my account and refused to return it even though my lease had ended and they were no longer authorized to access my account. Then had the nerve to charge me a 75 dollar return check fee for issuing a stop payment. The property had not been empty or updated for over 15 years. They are now trying to charge my wife and I **** to do cosmetic updates. Like replacing builder grade carpet that's at least 15 years old with vinyl plank flooring and charging me for it. We drove by the property and saw that they were trying to charge us for work that had not even been done. We reached out and requested receipts and an itemized bill they refused. Kinda at a loss here.

  Business Response

  Date: 11/14/2022

  ***************************
  209 Glenwood Dr..
  *********, ** 75068
  
  RE: *************************************, **.
  
  Dear ****,
  
  Thank you for your patience while we researched and validated the deductions from your security deposit. It is always the goal for an outgoing tenant to receive their full security deposit after surrendering the property. Please understand that HomeRiver Groups role in the security deposit accounting is to distribute funds according to the provisions of the lease agreement between yourself and the owners ******** and *****************. HomeRiver Group does not own the property, is not a party to the lease, and is not authorized to make any further decisions regarding the lease.
  
  1. Regarding the rent payment made on 10/1/22 HRG does not have access to your bank account and can't authorize payments on your behalf.  It appears that you had an auto payment setup which you didn't cancel prior to vacating the property, but a one time payment could cause this issue as well.  As for returning the payment to you we have the ability to do that but must wait for the funds to clear prior to issuing a refund, but it appears that the payment was returned/canceled on 10/7/22.
  
  2. Carpet Replacement - The homeowner has decided to replace the carpet with vinyl plank as the carpet was worn and needed to be replaced. The replacement cost of the carpet that was charged to you was for carpet not vinyl plank. The homeowner is paying the additional cost of the vinyl plank as the homeowner has decided it would be better than carpet for this turnover. You were charged back ? of the cost of the carpet replacement in the property for the amount of $1244 because the wear on the carpet was above and beyond the normal wear of the flooring, and no refund is due at this time. 
  
  3. Remainder of the costs - The property was not taken care of while you were leasing it. Landscaping, paint, window ledges chewed by the dog, cleaning appliances and AC vents and the property in general was the other portion of the $4512 that you were charged in turnover costs. These charges were based on HomeRiver Group completing the work and their rates provided by independent contractors for the repairs. The homeowner used their own contractors for the turnover on the property and exceeded the cost of repairs that would have been charged if HomeRiver Group had completed the work. Because the homeowner used their own contractors that were more expensive, HomeRiver Group did not share the additional cost of the turnover with you. 
  
  In addition, November 2, 2022 you sent the homeowner an email apologizing for the condition that you left the property and asked for their banking information so you could pay them for the damages.
  
  The owner hired outside vendors to complete the tasks and did not profit from their reimbursement for the expenses incurred.
  
  Thank you,
  Home River Group
  
  

• Initial Complaint

  Date:10/18/2022

  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.

  Was notified of lease renewal 6/22/22. Lease required removal of a tenant and therefore and amendment was initiated. Lease was ready for signature 8/1/22 and both tenant and guarantor signed same day. New rent amount is **** per renewal statement. ***** was not executed until September by landlord. ******** attempted to charge **** per month in rent on a previously **** rent for July, August and September. ***** states landlord must provide 60 days notice of rent increase. Charges of 200/month were levied for July, August and September. ******** eventually agreed to reduce charges to 100/month for August and September but will not reduce charges for July. They are responsible for delays in signing lease as it was not available to sign until 1 August. They are legally obligated to notify tenant 60 days prior to increasing rent. They have also levied a month-to-month fee which was not explicit within the lease and have not been responsive to correspondence.

  Business Response

  Date: 10/25/2022

  ***, HRG is aware of the ledger discrepancies and are currently making the appropriate adjustments.  The renewals department erroneously charged for the month to month fees, which was not the case for your tenancy since you signed the renewal document.  While this was an oversight, there was no intention to misinform you or misguide you.  I have confirmed with the accounting department that there are no month to month fees due and the lease renewal is valid at the new rate from July 2022 to June 2023.  Thank you for your patience while we processed this oversight.  We will strive for more communication with you in the future and want to ensure all grievances are taken care of in a timely manner. 
  

   

• Initial Complaint

  Date:10/18/2022

  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 signed a lease with HomeRiver Group on 10/12/22 which had a move in date set for 10/14/22. On the day of our move in around 11am, they told us that our move in date would be moved back more than a month, resulting in us being homeless until finding another place to live. They told us no one was allowed on the property until 11/15/22 because of dangerous damage. We had viewed the house a few days prior, which was after the hurricane. They continued people to view the house even though it had not been assessed for hurricane damages. They did not refund all of the fees back, even though they were the ones that made a mistake. Their communication was inexcusable the entire process. For example, on the day of our move in, we had to call, email, and text multiple times over the course of at least three hours to get anyone to respond. Another example of poor communication isafter telling us we were allowed in the house we signed a lease on, they promised to find a house for us to live in temporarily until our house was ready. They found a property for us, we accepted to live there temporarily under the conditions of our signed lease, and then they told us nevermindwe would have to sign a lease for a year, break the lease and then move into our original house. They strung us along and caused us not only to be homeless, but also unable to move forward on another rental because we didnt receive our refund and werent able to cover the costs of renting a different property (with a different company). They offered us no compensation and refused to refund us the entire amount we paid. The main point of contact was *******************, the alleged property manager who never actually saw the property. This happened after our area experienced a hurricane. HomeRiver Group allowed us to view a house and leased us a house before assessing the property, allowing us to go so far as signing a lease and paying fees before assessing the property after the hurricane.

  Business Response

  Date: 10/25/2022

  During the tenants application process, the home was inspected for post hurricane, pre-move in evaluation and was found to have interior leaks, fencing damage, roof damage and other various damages related to Hurricane ***. As a result of these findings, we did not feel comfortable moving the tenant into a home with water intrusion from the hurricane damages and therefore offered them a different home, or to be refunded their monies paid. At this time, the prospective tenant was not satisfied with the offer of the second home on a permanent basis and all fees, including banking/convenience fees that were not paid directly to HRG were refunded via check and if the customer has not yet received them, they are in the mail to the address on their application. 

• Initial Complaint

  Date:10/17/2022

  Type:Billing 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.

  10/14 at 9:10 AM Est , I applied to a property they have listed at ************************************************************. And they took my $65 dollars for an application to lease the property And then says the application is declined because of credit. And now its a problem my credit has been frozen for over 6 years. You cant not check my credit with out me allowing you too . So I called and chatted with all 3 credit bureaus. My credit is frozen so how did home River come to there false conclusion.. 2nd issue is they have not cancelled my security deposit insurance for **************, after Ive been asking them to cancel the insurance thats on a property Im not living in and nothing after 2 weeks. Which makes me liable and I dont live at the property .and there ad and on the website there criteria is not direct its in partial. And you can not get no on the phone either.

  Business Response

  Date: 10/25/2022

  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 10/14/2022. Complaint was alerted of adverse action on 10/14/2022.  Managers credit screening provider provides credit screening from TransUnion.  The report provided to Manager from TransUnion showed a Resident Fico Score and 15 tradelines. 
  
  The adverse action letter provided to Complainant from Manager includes TransUnion contact info and also states:
  
  You have the right to a free copy of the report within 60 days of receipt of this notice and to dispute the completeness or accuracy of any information in the consumer report issued by the credit reporting agency.
   
  Complainant has the right to dispute the matter with the reporting agency that provided the report or through *************** Solutions (a TransUnion Rental Screening ************************ consumer relations at ************** or **************************** Additional information about the dispute process can be found at https://www.transunion.com/client-support/rental-screening-disputes .
  
  Manager has contacted RHINO (3rd party service provider for security deposit insurance bonds) and notified them that the complainant applied for the bond in advance, was not approved, and did not execute a lease.  RHINO has confirmed with Manager that they have completed the cancellation of the Complainants bond and will refund the monies paid.
  
  Managers representative has also refunded the Managers application fee(s) paid on their application 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: 10/26/2022

   
  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:10/17/2022

  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.

  THEY DO NOT CARE ABOUT YOUR HEALTH OR WELL-BEING.I have had the worst experience with HomeRiver Group regarding a terrible mold problem in my rental home in **********, **. I called on September 24th on their Emergency line as I found a massive mold growth on the living room wall behind my couch, in which I noticed other mold growth in the hall closet and back bedroom that I used as a home office.I sent a new message on the 27th since I never heard from anyone. I didnt hear from anyone until the 29th 2 days before I was supposed to leave town for a wedding. I scheduled the appointment on October 6th since I was out of town + had to work the first few days of the week.I sent them photos of ALL the spots where **** was present prior to this appointment. I was led to believe that they would take a sample to determine if the mold was black mold or not and to determine what the best course of action would be. Nope! They came and took pictures of the spots and left. I left the mold on the wall for over a week thinking theyd take a sample while It couldve most certainly been affecting my, my partners, and my dogs health.It is now October 17th and I havent heard a **** thing from HomeRiver. I moved out of the property because I have been experiencing respiratory concerns the last few weeks due to this mold and I do not feel safe being in this house any longer. Granted, my lease ends November 30. I refuse to pay November's rent because they did not action this concern, nor did they care to contact me after the inspection. My health is more important than your quick buck. I am posting this because I want my security deposit back and I do not want to be liable for November's rent.HomeRiver does not care and could give a s*** less about your health or well-being. They only care if your rent is on time. Im disgusted with how they treat their tenants and would never recommend renting a property that is managed by HomeRiver.Run, dont walk!

  Business Response

  Date: 10/31/2022

  The tenant put in a work order via phone instead of the system.  Triage requested pictures.  I tagged ************************* because he usually handles that type of repairs and I text him.  He later came back and said he isn't computer savvy to do the Property Meld so I told him to do the job and I would upload his invoice once he was done since he was in the system and was Greyhaven's Emergency/Afterhours contact.  After a few days, I realized it still wasn't done so I reassigned it to another vendor, United because the tenant started adding comments that it wasn't just a discoloration but she thinks it is mold.  United is also a certified Mold Specialist.  He reached out to the tenant immediately but she said she was going out of town so it would have to wait until she got back.  He stated he went to review and the tenant was obviously moving with all the boxes.  He did a swipe but she did let him know she had already cleaned the bathroom and that she was moving.  He stated that while she is moving there was no reason in attempting to work around the boxes so he would wait until she moved out.  The tenant had told the owner or his mom (I think) that she had bought a house and was moving.  I let United know she had turned in her notice so they stated it was best to wait until she was out so they wouldn't have to inconvenience her.