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:10/13/2022

  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.

  Home River has miscommunicated their intent on multiple occasions starting with move in. Trying to speak to a live person has been extremely difficult and with my move in date occurring a Sunday, it was almost impossible to get items finalized but then was given 5 day notice. Upon move in no walk through assessment is provided, even after request. My oven could not be utilized for two months due to a strong odor of gas and was eventually red tagged by the gas company.In the height of the summer, my AC went out due to not having the electrical capability to service two floors and electrical panal being mislabeled and mismanaged. Once again this was another 2 months of waiting for repair. Most recently the hot water heater went out and my home was without hot water for 15 days and was immediately reported . Was told it was related to the electrical issues. ( It is a gas water heater) and was also told "It's just hot water" During this time there many missed appointments and delay tactics that occurred. I, the tenent requested a discount on my next rent cycle and was told that they were waiting for approval on various occasions. Was also told that this takes time and would be potentially reflected on my November rent cycle. It was discouraging but better than nothing, I thought. I continually followed up and explained I did not want my rent to be late and would like a follow up. On the third day of the month, late charges occurred and was told that no discount would be provided and given an excuse relating to renters insurance. I was unable to pay full amount and late charges due to lack of communication and waiting for a proper response from related parties pertaining to this incident specifically. Late charges are still accruing due to no partial payments can be made through the tenant portal. This is entirely unprofessional and disappointing.

  Business Response

  Date: 10/27/2022

  We always aim to deliver the *************** for our tenants, so when we dont meet expectations, we amplify our efforts to make it right. 
  
  In this situation, we were able to provide you with a new water heater and replace the under-performing receptacles. Doing this eliminated the sporadic breaker-tripping you were experiencing, which caused those periods of hot water loss.   
  
  We would also like to thank you for taking the time to give your feedback, because it makes us better, and lessens the possibility of it happening again.

• Initial Complaint

  Date:10/12/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an application and paid application fee for a rental and was approved on Sept 7th, the next day I received the lease which stated that I had 24 hours after signing to pay the *** I explained to the underwriter that I needed to move some money around and needed a little more time to pay *** I had no idea that I would be required to pay within 24 hrs such a large sum of money or else I would not have submitted application yet and long story short, 24 hrs passed and my lease was voided and the rental property was given to someone else, I was told several times that this was their policy based on the fair housing act. on Sept 19th that my application had expired because it had been more than 30 days since I applied which was a lie. I wanted to dispute this so I asked to speak with a manager but the underwriter came back shortly and said that she could extend my application. i transferred my deposit to a different home but was told that I needed to pay the ** ASAP even though the home wasn't ready for viewing or they would have to move on to the next person in line. after going back and forth with them about feeling uneasy about paying a ** for a home that I couldn't view and afraid they would give this rental away as well, the underwriter also promised that if I didn't like the property that I would get a refund. I paid the deposit and 24 hours later I received a message that I could view that I had 24 hours to view the home. My husband and I felt this wasn't a good fit for us and we didn't like it so I asked for a refund. It has been a week and I havent heard anything and we need that ** money to secure a house with another agency. I called yesterday and was told that their records show that my issue was resolved but couldn't explain what that meant. I feel that because they bullied and strong armed me into paying them only to drag their feet to reimburse me. I saved all my emails as proof that I would get my money back

  Business Response

  Date: 11/01/2022

  Please accept the following response on behalf of HomeRiver Group:
  
  A refund has been processed for your application fee - $150.00 sent through regular mail on 10/10/2022 to the order of ***********************, *********************** - ********************************************************* as an act of goodwill. 

• Initial Complaint

  Date:10/11/2022

  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.

  This was a rental property that I lived in for 3 Years. Home River Group is the agency that handled the rental agreement. The first issue was when I moved into the residence. It was clear that it had been vacant for quite some time where there were many spiders and bugs in corners of the closets and on all of the floors. Also there was mold located in the bathroom which caused me and my daughter to have sinus issues continuously. Also they were billing me $15.00 in addition each month to my rent for air filters but only sent them every other month. $540 I paid for over 3 years that I was billed and did not receive them monthly like I was billed. The last year I only received 3 filters and was continued to be billed for them. I never received a refund back for the 6 months I was billed for filters and did not receive and was billed every month for them prior and only received them every 60 days but paid for every 30 days. I had decided to give them a 30 day notice June 2021 and she advised that the rent would remain the same if I accepted another year to stay. I did. But a month later I started receiving final bills in the mail where the Owner called all of the utility companies and had the bills changed back to her name. Never did she contact them back to advise to change them back over to my name as quick as she changed them to her name. I was billed $295.00 in late fees for a utility bill that was changed without my permission which is illegal. They billed me for remodeling after I moved and cleaning fees which I have texts and videos where they said I could leave trashed because they had the trashcan removed 3 weeks prior to me moving out. Also have video to show the house was cleaned prior to moving out. I want my deposit $750, $630 for filter charges, $295.00 in late fees that were illegally billed. I was billed $50 per day . They are trying to bill me for remodeling of the house which is NOT my responsibility but the owners and kept my $750 Deposit.

  Business Response

  Date: 10/19/2022

  1. Filter delivery and payments is fully outlined within the lease as far as expectation of payments needed along with intervals that the tenant will be mailed the filter deliveries. (as indicated sections 3c and 14k of the lease agreement)(noted that the tenant did not change filters per lease responsibility and that smoking occurred within the rental)
  

  2. Tracking info for filter deliveries is noted (as shown in image below)(Unopened filter deliveries were left on the doorstep per PM visit for Move out inspection). (filter fee charges were discontinued as of Sept2021 and then reinstated as of May 2022, per tenant request.)

  3. She did reach out (portal message) regarding filter deliveries and was followed up with requesting more information so that we can work with her further. No further information was provided by tenant.
  
  4. (reports of bugs and mold at move in) We did not receive a MICF noting conditions of move in as stated by tenant. No work orders were submitted regarding these issues noted by tenant. 1 work order received for Hot water not working in kitchen sink on 09/06, leak found and repaired 09/10. 2nd work order for a leak in kitchen sink submitted 10/01, reported leak in kitchen sink and hot water not working, completed 10/04.
  5. Tenant complaint about utilities being taken out of their name. Tenant submitted NTV in Aug of 2021, then decided to renew the lease after. NTV retraction form was sent to tenant and completed as of 09/07. Utility connection out of tenant name was completed 10/01. The tenant received communication on 01/11 that they would need to place utilities back in their name and would be billed from us in the meantime. ****** wrote back stating that she understood the situation and would work to have the utilities placed back in her name. (screenshot of portal comment below)

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18198590
  
  I am rejecting this response because: Please view all information attached. It shows the house was cleaned very well. Also attached are the text messages between me and the rental manager advising I could leave the trash which NOW they are trying to bill me. Also the small trash they requested a month prior to me moving out. Some are not coming through if you can provide me with a method that's accepted where I can show the videos of the walk through that was done AFTER I moved to show how CLEAN the resident was left with NO DAMAGE. I am not responsible for owner remodeling the residence which would have been greatly appreciated being done prior to me moving in.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/31/2022

  I have attached photos to this email that were taken upon move out verifying proof of the $150.00 cleaning charge. 
  
  There was never a charge for trash haul off. There was a $50.00 charge for tires left in the yard. 
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18198590
  
  I am rejecting this response because:
   It was not professionally cleaned when I moved into the residence. It was so many spiders in the cracks of all of the closets that we had to get rid of and clean. The floors we had to mop because they were dusty. Not only they kept my entire $750 deposit but also is charging me an additional $750 for remodeling the home which is NOT my responsibility but the owners. I would have appreciated her doing all of the work that she is trying to bill me for prior to me moving there. In addition they billed me for trash when they changed the trash can to a small trash can prior to me moving knowing I needed all disposal. When I reached out SEVERAL times they did NOT try to accommodate me so she finally responded and said to go ahead and leave it trashed which I still did NOT. I cleaned that house from the back to the front. I do NOT know what they expect for someone living in a house for THREE Years for it to look. It look just like when I first moved in. NO DAMAGE to the house in any way. Attach is some pictures of how clean i left the home when I moved. There is NOT a spot on the floor it was cleaned very well. They just do not want to give me my money back and trying to charge me for upgrading the home which is the *****'S responsibility and NOT mines. No damage and it was cleaned and I am being billed $1500.00 for what? This is ILLEGAL. I want my deposit back and the ridiculous charges they are trying to charge me for which is the owners not mines and also the overbilling filter fees and the late payment charges that I was billed for a utility bill. I was billed $296.00 in 4 days for late payment charges for a ONG gas bill that they illegally changed back to the owners name and I was still residing there. NEVER notified me that they changed the utilities over how I found out is when I started getting final bills so I then called the utility places and that is when I was aware. So I need to be re compensated for their mistake. They should NOT have made ANY changes to ANYTHING as long as I was a tenant there.  Attached are photos to show how CLEAN the house was left when I moved. Not one piece of paper or dust was left on the floors. I lived in this residence for THREE years. I even was going to move after the first year there when the ***** asked me to stay due to me keeping her property clean like I did. Fair is Fair and I want my money back and to remove these ridiculous renovating charges. 

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

• Initial Complaint

  Date:10/11/2022

  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 sent in multiple repair requests for a leaking fridge and our oven not working on 07/26/2022, they were closed out without anyone coming to look or fix the problem. Because of this I had to send in another request 08/29/2022, they still were not worked and I was ignored until October. During that time of being ignored our fridge went out and $300 worth of food was lost before they finally came out to fix the fridge. I also sent in a request to have the master bathroom shower fixed on 09/10/2022 because it was constantly dripping and creating mold. This request was once again closed out without anyone coming to fix the problem, I tried multiple times to get in contact with someone to fix the issue and had to submit another request on 10/03/2022 and it took a whole another week before it was fixed. Finally, I requested to have a lease holder removed in May 2022 because he does not live at the property and I was ignored, they never took care of the issue and are now refusing to remove him

  Business Response

  Date: 10/25/2022

  As of October 13th, 2022, HomeRiver group was able to come to come to an amicable solution with the tenant. We have not had any further issues or complains and understand that the Complainant issues have been resolved.

• Initial Complaint

  Date:10/10/2022

  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 rented my house through HomeRiver group and as per the contract, the house was to be provided in reasonable condition with all equipment in working condition. However, when I moved in to the house I observed many issues, which make the place unlivable. As advised by Property Manager, I immediately raised the maintenance request in their system. However, even after 2 weeks the maintenance requests are not addressed, despite my incessant follow *** with property manager and with the contractor that property manager advised me to work on. Below are more details:1. The blinds in the house are not working. All blinds are in closed position and remain in this position. Due to this the house is dark and I need to keep lights on 24x7, resulting in high electricity usage. I have raised maintenance request 2 weeks back but no resolution. 2. House is not clean, with spots on carpets and hair in cabinets. After multiple follow ***, owner has agreed to provide credit for expenses for cleaning. 3. Dryer air vent pipe is broken, which means I am not able to do laundry in house. Request still open.4. Refrigerator doesnt have a water connection for icemaker and filter. Also, icemaker and filter are not working in refrigerator 5. My biggest complain/concerns are: a. Property manager asked me to directly work with contractor, the contractor has cancelled appointment numerous times after I moved my personal appointments to accommodate his schedule and now contractor does not respond to calls/text. b. There is barely any response ever from property manager on this after 2 weeks of follow ***. I have no idea how to get these issues fixed.c. I am going out of country for 4 weeks today, and this was informed to Property Manager and contractor both 1 weeks back, still issues are not addressed. Now I am afraid these issues will not be addressed till I come back.

  Business Response

  Date: 10/25/2022

  We received the first work order for this home on 9/27/22. The resident, **************, moved in on 9/26/22. Since then all concerns have been addressed, in what we consider a timely manner. We have contacted ************** within a day from him reaching out each time. We did have to get permission and funds from the owner to repair some of his requests, and this has taken several weeks for the blinds and the icemaker. We were also able to get a credit approved by the owner for the issue of the cleanliness upon move in. The property manager has had many conversations with **************, and has been to his home to repair what she could on her own. 
  As for having the tenant schedule with the contractor, we find this makes the timing easier for the 2  people who are involved to set up a time together. We have since told ************** that we are happy to organize this for him.
  
  

• Initial Complaint

  Date:10/09/2022

  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.

  HomeRiver acquired Home Run assets which was the company we originally signed with to handle our rental property..My complaint is they owe me money and have been saying for weeks I would get it two weeks after our contract terminated.That was 08/30/2022. I canceled my contract because they were unable to rent the property. Once it became obvious finding a qualified tenant was an issue I asked for the qualifications. *************** from HomeRiver sent me the criteria which included salary that is 4x the rent. I requested that be reduced to industry standard of 2.5-3x.She said that couldnt be adjusted.A few emails later she said the website was wrong and their programmers would be changing it immediately to 3x. Since still emailing with HomeRiver this week I saw the website has been changed but to 3.5x. Still not what I was told. As of 10/4 I was told I would finally be getting $130 by today because I said I would file with BBB if I dont get it by 10/5. Didnt happen. I canceled my contract because of the 4x income because that would never work in the rentals neighborhood. I have been told continuously 4x wasnt true, except ******** responded about it, it was there and she knows as stated in our email string, Even when the 4x was acknowledged I was told this was never used in the calculations, but my complaint is if I saw it in their qualification so did perspective tenants. I possibly lost potential tenants because of this. I want the $85 I was charged for July and August do to the qualifications making the chance of finding a new tenant impossible.I was set up to fail from day one.I also paid $149 in good faith of professional pictures for advertisement.The pictures appear to be taken with a phone and no enhanced lighting.The place looked beige when in fact it was gray.I would like all the funds I paid to rent my condo returned to me since the qualifications to rent at income being 4x the rent was not industry standard and never would have rented..total $449

  Business Response

  Date: 11/03/2022

  The homeowner provided her Notice to End Management after she mistook the published rental qualifications for Guarantors as being the same as those for regular rental applicants. Per the homeowner, the home was located in an area that would not attract qualified applicants of the desired income level. However, the requirements for Guarantors and Residents are different, and clearly published as such. Guarantor's income requirements are, by necessity, greater than that of rental applicants, and when the confusion was made known to Home River, the distinction between the two sets of rental qualifications was made clear to the homeowner multiple times not only by the Property Manager, but also by the Regional Director and client services.  The Property manager did not provide the homeowner with any documentation that supported the owner's claim that Applicant Rental Requirements were listed at 4X the rental amount-this misunderstanding resulted entirely from the homeowner's research, and was not supported by the published criteria.   At no time was the property being advertised with the rental requirements that the homeowner insisted were being used (4X rent amount),  and no applicants were declined for not meeting the inflated income requirements that she believed were being used.  However, the homeowner persisted with the Notice to End Management because she said that she had decided to list the home for sale rather than keeping it on the rental market.  The misunderstanding about the rental criteria was made clear to her before her decision to list the property for sale was made known to Home River.  The management contract ended on 9-30-22, not 8-30-22 as the owner's complaint states, and this date was provided to the homeowner, in writing, when her notice was acknowledged and confirmed in mid ************************ marketing process had already been initiated, with the owner's approval, when the owner cancelled services with Home River, and several applications had already been reviewed for potential approval, with a substantial number of as yet unreviewed applications in hand.  The management contract with the homeowner provided for a $300.00 fee to be charged to the homeowner if the property was withdrawn from the rental market after marketing had begun.  However, Home River waived this charge as a courtesy to the homeowner in an effort to salvage the relationship.  The homeowner mentioned, during a phone conversation with ****** Services, that she was considering purchasing a different rental property in a more desirable location and was considering having that property managed by Home River. 
  
  However, the homeowner accepted the courtesy credit of $300.00 and then insisted that the monthly management fees, that were charged for August/September, be credited as well.  Home River completed all of the pre and post vacancy work to include: collecting the keys/remotes/passes, etc. from the resident upon vacancy, promptly inspecting the property to document, both in writing and with photos, the condition of the home when keys were surrendered, making recommendations to the homeowner of the items that required maintenance and repair, arranging vendors to complete the required work, prepping the home for marketing and arranging professional pictures and videos, conducting real-time viewings with prospective residents, processing the subsequent applications, and, throughout the entire process, keeping the homeowner aware of all issues/concerns.  As a result, since the required management services were fully rendered through the last day of management, the associated fees were deemed valid and not credited back to the homeowner when the account was closed per the homeowner's notice.

  Customer Answer

  Date: 11/03/2022

   
  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:10/06/2022

  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.

  HomeRiverGroup refused to answer phones or send out maintenance for an emergency leak then sent me(the tenant) the bill and refused to pay for the cost of the leak

  Business Response

  Date: 10/20/2022

  Hello ***************
  
  Thank you for taking the time to share your thoughts on your experience. As it was explained, a credit has been added to your account for the over usage of water as determined with the water company. 
       Thank you, 

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18174059
  
  I am rejecting this response because: I spoke with the water company myself. The amount they decided to credit was arbitrary and based on a different resident's usage. 

  Even if they looked at the previous month or years usage, they are responsible for 70% of the total.
  
  I do not expect them to act ethically. They have already shown they will not.

   

  Business Response

  Date: 10/25/2022

  ****************,
  While we understand your frustration with the situation, there is unfortunately no more we are able to do on our end.
  We researched average water usage for the property with the water company, and spoke to them about the spike in water usage during the leak to determine this credit. 
  
  

• Initial Complaint

  Date:10/04/2022

  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.

  At the end of July, I moved into a house in **********, ** under the Home River Group property management team. Since then, I have had nothing but issues. Upon sharing the issues with the local office and then the regional contact, it is pretty clear that they do not value their customers. First, I was given three different dates prior to moving in to view the house. Each night before, the date for viewing would be pushed back, due to the contractor making repairs. I finally get a walkthrough two days before my move-in, lease already signed, and find that no work or repairs had been completed at the house over the past three weeks. Upon bringing this up to the office, they contacted me around 4PM the evening before I was to move in and told me I needed to push my move-in date back a week. Due to all scheduled movers and utitilies, this was not an option. I move in and that weekend my ** busts and floods. Its late July, no ** and it was a Saturday, and since it was "not an emergency" no repair person came. I had water coming out of the ceiling fans, lights, and electrical sockets and I went in the attic to remove gallon buckets of water from the ** overfill. Recently offered compensation for the two weeks of construction that then took place, while they repaired drywall, paint, and fixtures the offer still has not been approved. We also had an ant infestation that required multiple calls to fix at that time. The worst part, there is still a list of different maintenance issues that are needed (from my move-in inspection). I have spoken to 2 different maintenance companies since the beginning of August, yet it is now October, still, nothing done. Upon sending email after email and being told they will take care of it, and it does not affect habitability, I'm done. I should be compensated for the fact that I'm continuously using my time to address this and chase after HR employees for help. I pay $1895/month as a single mom with two jobs; I dont deserve this.

  Business Response

  Date: 10/12/2022

  We did submit an estimate for the turn repairs and approval was received. However, approval was received 2 days prior to the tenant moving in. The tenant was residing in the home for over a month and submitted a work order for additional items. These items were not part of the turnover.

  The property manager made the tenant aware that the property was not completely ready to move in but the tenant was too far in her move process to stop. She toured the property before moving in and was aware of most of the problems. She said she was okay with us making the repairs while she was living there. (see attached emails)Within a few days of moving in, the tenant had an unforeseen, major water leak.

  One of the *** construction guys happened to be on her property that day, taking pictures. She showed him the leak and *** took care of it. It took *** 3-4 days to repair the leak.The leak repair delayed the already scheduled move in repairs as the tenant wanted the other repairs to wait until the leak was taken care of. During this delay, the tenant noticed other issues and added them to her list.

  
  All repairs, except the microwave bulb, we completed on 10/10/22. The bulb is a special order but should be replaced by 10/20/22. The tenant received $861 rent credit.
  We apologize for the delays.

• Initial Complaint

  Date:09/27/2022

  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 rented a property from HomeRiver Group from 8/15/20 - 8/13/22. I choose not to renew my lease this year. On 6/15/22 I received an email regarding guidelines for moving out. I complied. So when I received my Security Deposit Refund ($358) I was both upset and confused. Charges for carpet cleaning & house cleaning was deducted when the guidelines stated to have this done. So essentially I paid twice for cleaning & carpets. * All documentation is attached. I have a 10 min video as proof of house cleaning if a copy needs to be sent please let me know.

  Business Response

  Date: 10/05/2022

  The tenant was contacted and advised that we will be issuing a credit for $810 for the carpet cleaning and the whole house cleaning until the end of the week. Please let me know if you need anything further. Thank you.

• Initial Complaint

  Date:09/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Security Deposit for ****************************************************. I rented the above mentioned property for 2yrs (8/15/20-8/13/22. This year I decided not to renew my lease and gave notice. On June 15th I received an email acknowledging notice that also included move-out guidelines. I complied with information given to me. So when I received my Security Deposit Refund ($358) I was extremely shocked to see that house and carpet cleaning were deducted. So essentially I paid twice on both. No one from the company ever called or contacted me to see if I had services completed nor does it state in any correspondence from HomeRiver Group that I was to update them. * Please see documentation attached

  Business Response

  Date: 10/11/2022

  The tenant was contacted and advised that we will be issuing a credit for $810 for the carpet cleaning and the whole house cleaning until the end of the week. Please let me know if you need anything further. Thank you.

  Customer Answer

  Date: 10/12/2022

   
  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. As long as I receive the payment that HomeRiver Group promise. 

  
  Sincerely,
  Detanita ****