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:09/19/2022

  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.

  I have been trying repeatedly to get in contact of the home rental agency HomeRiver Group of ********* without success. Rented the property of *********************************************** November 9, 2020 until December 2021. I am seeking deposit back. I havent received any itemized list stating what the deduct.

  Business Response

  Date: 09/28/2022

  We apologize for your inconvenience. We do show an itemized statement was mailed out to the address we had on file at the time on 12/29/2021. We will have a representative reach out to you to email a statement over to you at the email address supplied by you. Please let us know if you have any questions or concerns that we may further help with, and thank you for your patience. 

  Customer Answer

  Date: 10/04/2022

   
  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. I did receive the itemize bill two weeks ago.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2022

  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.

  My mother and I applied for a townhouse on 9/10/22 after viewing and being told this place was available. We paid application fees and awaited the next requirements. The next day we received a chat message back to back, one saying its pending and the next saying there was already an approved application on the property. ****** stated we could submit documents incase the approved contract failed. We were never told of any approved or pending applications on this property prior to our application being submitted. This company is showing this property under false pretenses and collecting application fees from customers with no intention of ever reviewing or running the application for approval. We requested refunds of our applications and told It was non-refundable. Had we been told before we applied that there was already an approved application we would have never applied. Also, if there is an approval why is this property still being allowed to be viewed and applied for? I request our application fees be refund in full and that they update their listing and application process to reflect their process.

  Business Response

  Date: 09/19/2022

  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 9/10/2022. Complainants application was submitted incomplete as it was missing proof of income from 1 adult listed on the application.  Manager notified Complainant that required documentation was missing, and that the property had another pending application. Manager notified Complainant that should the property become available, we would let them know and to please provide the required proof of income documentation as this would help avoid delays should the property become available.
  
  Managers representative refunded the application fee(s) paid on 9/11/2022 prior to complaint being submitted.
  
  Manager regrets any confusion that the communication may have created the intention was to assist Complainant and help get their application completed so it could be timely processed and also provide alternatives to be notified should the property become available, or switch application to another available property
  
  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: 09/19/2022

   
  Complaint: 18011061
  
  I am rejecting this response because: the timeline of events was not accurate and although a refund was sent AFTER I notified them of my BBB complaint, I still want the accurate information listed for future reference. 
  

  As shown by the screenshots originally attached, we were told that income information was requested and 2mins later that the home already had an approved application. Not a PENDING but an APPROVED application already. And to submit documents incase it falls through. When the application was submitted there was nowhere to upload the income documents, the email confirmed confirmation but no documents were requested until the next day. As previously stated, the company business practices are very suspicious to have properties shown although theyre not available. And to only receive a refund after mentioning my pending BBB claim on them. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/27/2022

  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 9/10/2022. Complainants application was submitted incomplete as it was missing proof of income from 1 adult listed on the application.  Manager notified Complainant that required documentation was missing, and that the property had another pending approved application. Manager notified Complainant that should the property become available, we would let them know and to please provide the required proof of income documentation as this would help avoid delays should the property become available.  All applicants are able to upload income documentation directly via the online application system.
  Managers published Tenant selection criteria states and alert that: This is an application to rent only and does not guarantee that applicant will be offered the Rental. Landlord or Manager may accept more than one application for the Rental and, using their sole and exclusive discretion, select the first qualified applicant.  Additionally criteria stipulates that: All application fees paid to Manager are non-refundable
  In the case of this specific property, 2 applications were submitted within a short amount of time of one another.  Manager has a process to temporarily prohibit new applications from applying when we have a pending approved application when time allows for it.
  Managers representative refunded the application fee(s) paid on 9/11/2022 --  Managers intent was to quickly offer the application fee refund as soon as the escalation was made.  This action was initiated without regard to the complaint filed.

• Initial Complaint

  Date:09/07/2022

  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.

  I have a Section 8 Voucher and I was told that I have to have 2.5x the rent to Qualify for a home. So that will total up to be $4,500 of income. Which I explain to them that if I was making over $4,500 I will not have qualified for Section 8 and that Section 8 is for people with low income. So there for income shouldnt matter with Section 8 Voucher.

  Business Response

  Date: 09/13/2022

  In response to the complaint from **************:
  
  We haven't been able to find any application under that name in our system, and after reviewing the interactions with the customer, we could find that the customer did call to inquire and was informed that her income would not be taken into consideration considering that she had a section 8 application, but it would be subjected to the landlords approval and meeting the normal rental criteria as published on our website. ************** is more than welcome to submit an application which would be reviewed subject to normal qualifications and approval process.

• Initial Complaint

  Date:09/07/2022

  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 saw a property online, even drove by.. I was interested in renting from this company and was approved with 2 other adults. I did everything with the understanding that I would sign the lease for this home after the previous renter had vacated the premises and i was able to view the property..Quickly Homeriver started to want to get me to sign a lease for a home that was almost 60 days out from me taking possession. They also put very problematic language in the lease such as, home taken in as is. Also I can not back out of the lease even though it is sight unseen. I must take possession within 5 days in the condition the house is in and if it needs repair I can not refuse possession based off that. This is not ok. It has a ************************** the lease but yet and still the landlord has no current photos of the property. They are asking for our signatures and the deposit. I have paid application fees, pet fees and a security bond fee. This does not sit well with us and seems predatory. I am not desperate and this gives off taking advantage of people.

  Business Response

  Date: 09/13/2022

  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 09/02/2022. The complainant applied site unseen.  The property was marketed with:  an available date of 11/04/2022 with the description of:  ** COMING SOON ** *********************** Applications Now ** House is occupied, with access for showings expected to begin 10/17/22 ** Please do not disturb the current tenants **
  
  Manager notified complainant promptly on 09/02/2022 that their application was approved and was sent a digital lease which included a site unseen addendum.   HomeRiver Group notifies all approved applicants that a signed lease and rent holding fee are due within 24 hours of receipt of a lease and that failure to do *** result in loss of approval. 
  
  Manager answered all of the complainants questions promptly during the application process.  Complainant notified manager on 9/8 that they decided to withdraw.
  
  Manager regrets any confusion that the communication *** have created the intention was to assist Complainant execute a lease for the property they were approved for.   
  
  Managers representative has refunded the 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: 09/14/2022

   
  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. I do want to reiterate that even though it was pre marketing on behalf of the business it is not right to request a signed lease and then as a tenant have no recourse of the property is not suitable to reside. The pressure to sign under these conditions is not ok.
   
  Sincerely,
  
  Asia *************************

• Initial Complaint

  Date:09/01/2022

  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.

  They won't let us pay at the local office and they refuse to give us the ability to pay online even though they have the capability to do so. Over two years ago one of our payments was returned. There's no legitimate reason for them to not allow us to pay online when they changed the terms of their agreement. We have made payments locally and on time every time for over two years and at this point they are discriminating against us.

  Business Response

  Date: 09/13/2022

  *********,
  We apologize for the inconvenience.  We have adjusted your account to allow for you to be able to pay online going forward.
  Thank you 
  
  

• Initial Complaint

  Date:08/31/2022

  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.

  I requested to have the monthly fees removed for my dogs that have passed away. The realtor **** was rude and combative and said I may have my rent raised as a result of this and she would charge me to resign any paperwork. My requests are now being ignored.

  Business Response

  Date: 09/13/2022

  ******, our documents show you were sent a lease modification document, removing the dogs from the lease and adjusting your rent lower by $50.
  We see nothing in your records of increased rent or additional fees. Please find a copy of the document that was sent to you to sign. If you have any other concerns, please dont hesitate to reach out to ********************************.

• Initial Complaint

  Date:08/30/2022

  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 wash some clothes on a Friday and went to get my clothes out the washers and water was all over my floor and restroom floor and cabinet and carpet, I called and text the renters ppl and they send a man out Wednesday ,I canceled the call cause all the water was up by then ,I have no idea where the water came from but they are saying I got to pay for the man who came out ,why do I need to pay when I canceled the text and told the man when he came it's all dry up he came 5 days later and said he still needs to look at it ,but they want me to pay 185:00 dollars for him ,this is not right I did what I suppose to do when there's water on the floor and carpet and cabinets, he did not find nothing but I did show him all the wet things I had in the cabinet, I need someone to clear this up asap

  Business Response

  Date: 09/07/2022

  *****************,
  I left a voicemail for you today 8/31/22.
  
  You called in a work order for water in the basement from the laundry.  When our tech was there you notified him that the kids were playing with the water hose out back and that *** have caused it as well.
  Because of this - that is a tenant charge as it was not due to faulty equipment.
  
  *************************

• Initial Complaint

  Date:08/30/2022

  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 7/20/2022, I applied to rent a house in *************, ** that was coming soon. According to the pictures advertised, the house looked great and in good condition. It was also advertised as a 5 bedroom in it's listing. I was approved for the house with a scheduled move-in date for 08/19/2022. In between this time, I was pressured to sign a lease to hold property even though I asked several times to view the property. I was advised several times that property was in a turnkey process or that it was not ready to be seen yet. However, the original listing showed that property was available as early as 08/08/2022. So once again I inquired to get my walkthrough of the property and was told once again that I may not be able to view the property until closer to move-in date. So on Tuesday 08/16/2022 (3 days before move-in), I was provided an access code to view property. I went to view home Tuesday evening to find that the property does not look as advertised. The house had an immediate odor upon entry, which I found the root cause once I went upstairs. As I walked towards the kitchen there was a small puddle of water on floor. I looked up and it showed evidence of a previous leak with a failed attempt of new dry wall. Carpet on stairs was dirty and full of debris. There was a huge paint stain on carpet and all of the carpet was dirty. I then went into hall bathroom where I found the reason for the odor. There was a fully shattered toilet with evidence of a plumbing problem as well as mold in the tub next to it. The room next to that bathroom had a fully shattered/damaged door. I then went to view other rooms to find that one of the advertised rooms was not even a room anymore, but now an oversized closet. Master bedroom had dirty carpet, a pungent smell, and another toilet that does not work. I contacted PM to advise and was told house in still rehab. Due to lack of safety and acceptability, my kids and I did not move in. I req another viewing to f/u but was ignored.

  Business Response

  Date: 09/19/2022

  The property was still being renovated in the days before the move in date was scheduled. The carpet was replaced with brand new carpet on 8/18, and the home was professionally cleaned on 8/17. Finally, the toilet as well as all other miscellaneous work was completed on 8/18. All of the grievances shared by the tenant regarding the state of the property prior had been addressed by the time of their move in date. 

• Initial Complaint

  Date:08/29/2022

  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.

  Am attempting to rent property for mother in law. Will only connect you with human when offered cash. One occupant is disabled, yet they REQUIRE a background check to the tune of $150.

  Business Response

  Date: 09/08/2022

  The complainant paid the $150 app fee on 08/29/2022, which normally takes 3 to 5 business days to clear in our system.
  A goodwill refund was processed electronically on 09/01/2022.
  
  

• Initial Complaint

  Date:08/26/2022

  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.

  HomeRiver is only about getting as much money out of you as they can. Their business practices are predatory, immoral and from what I can tell, often illegal. They hide behind an online system, refusing direct conversations and there is 0 accountability. We were approved for a property and received notice to sign a lease within 24 hours of receiving it. The lease was riddled with ridiculous fees and excessively high automatic rent increases. We tried many times through multiple avenues to contact them to ask questions about the lease and the only response we got was precisely at 24 hours that the home was passed to the next applicant. Even after having the home pulled out from under us while we were already en route from CA to SC it took a combination of more than 50 calls and emails from both my wife and I to every possible contact point we could find to get someone to call us back. That person had no authority and offered no apology. We took another property that is in a marginal neighborhood, close to nothing, **** Sq ft smaller and priced.$400 more per month than comparable properties. We reluctantly signed under duress. The house was filthy upon taking possession, taking me 17 hours to document and photograph more than 230 defects found. We are charged a fee for air filters every month even though we cannot use them. We paid two application fees, a lease set up fee, an admin fee, first month rent, pro rated rent, a deposit equal to rent and filter fees. They are billing us for what they are saying is our water and are threatening late fees and a notice.to vacate if we dont pay it immediately. They have ignored 3 requests for an actual bill to support their claim. I gave notice that I will move out on the end date of our lease. They responded by billing me over $6000 for a broken lease (we.didnt break the lease). They did fix it after we complained but we also asked that a manager contact us which was ignored. They have never apologized.

  Business Response

  Date: 09/08/2022

  The new residents came in from out of town, I worked outside of my hours over the weekend to accommodate their date and time to access to this home. The home had been cleaned and maintenanced 30 days prior to the residents taking possession. While we are sorry that it did not meet their expectation, the home was clean. Resident requested only one items for maintenance from the move-in inspection, it would seem with the amount of defects they are claiming, there would need to be additional items maintenanced.
  Each time the resident reached out a member of management has responded to their communications, even when residents have been abrasive and demeaning to staff, we have tried to meet their requests.  Please see attached ****** docs outlining communications:Complaint Communication.   We have removed the filter program and any charges pertaining to that program.  They gave notice and were accidently charged for a lease break, which was corrected and apologised for by our accounting staff to one of the residents. We are still on going in our efforts to provide the third party billing information for the current utility request.  We have been attempting to work with these residents at every opportunity, you will be able to review my communications via the ****** docs.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17895797
  
  I am rejecting this response because HomeRiver has not resolved any part of the complaint.  Their documentation only supports my claim.  They have not provided proof of any sort that billing belongs to me and while they have removed some of the charges, they have not removed all of them.  We set up our utilities directly with the utility companies prior to moving in.  We have received and paid the utility bills directly with the provider as expected. The lease agreement specifically states "Any and all utility payments shall be made by Tenant directly to the utility service providers."  It doesn't say most or usually, it says ANY and ALL.  I don't think my request could be any more clear or any less fulfilled.
  

  My largest complaint is that the lease that was approved on the first home we applied for was cancelled over a weekend when we were trying to ask questions about the lease.  No responses were given to any of our questions and the lease was cancelled, leaving us without a home to go to when we arrived in SC. Their solution was to take advantage of us by overcharging for a different home that does not suit our needs.  They had us over a barrel and took full advantage of it.  No one will address it and as you see by the responders comments, she isn't responsible for that.  Unfortunately, no one will help us speak with someone who will take responsibility.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/15/2022

  
  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:
  
  Complainants submitted an application for rental of Property ******************************************************* on 7/14/2022.  Manager followed up promptly with Complainants same day (7/14/2022) and notified Complainants of application approval, the lease terms, and sent a digital lease.    Manager notified Complainants in writing that:  We do require your signed lease via DocuSign (all signers will receive a separate email from DocuSign to electronically sign lease) and Security Deposit/Rent Holding Fee, and/or Surety Bond paid + contingencies, if any, met within 24 hours of receipt of DocuSign Lease/Portal Access. Failure to do so may result in loss of approval for this property.
  
  Manager sent follow up communication to the Complainants the morning of 7/15/2022 alerting that they still needed to sign their lease and submit security deposit payment by end of business 7/15/2022 in order to secure their lease.
  
  Manager sent another follow up communication to the Complainants in the afternoon of 7/15/2022 alerting that we have not heard back from them and that their application would be closed by end of business 7/15/2022.
  
  Manager sent communication to the Complainants at end of business 7/15/2022 alerting that we had closed their application due to failure to finalize and Manager was moving onto another application that had been received.
  
  Complainants did not respond to ******** communications until 4 days later on 7/19/2022.  Complainants were notified on 7/19/2022 that the property ************************************ had been leased and was no longer available. 
  
  On 7/20/2022, Complainants requested to transfer their application to:   430 *************** ***** *************, **.  Manager followed up promptly with Complainants on 7/20/22 and notified Complainants of application approval, the lease terms, and sent a digital lease for property:  ********************************** ***** *************, **.
  
  Complainants successfully executed their lease for ************************************************************************* on 7/21/2022. 
  
  Manager regrets any confusion that the communication may have created the intention was to assist Complainant and help get their application completed so it could be timely processed before the Property was rented and also provide alternatives to switch application to another available property. 
  
  For the Resident Coordinator portion/response:
  
  I have corresponded with the tenant ******************************* only once which the conversation will be listed below:
  I spoke with the tenant about his utility bill was too high. He claimed that since we didnt have sufficient evidence to back our claim of the price of his utility bill he is requesting a full refund and an apology for
  charging the tenant. However, I did discover that he was over charged for the July utility payment. He was charged $105 in total in utility charges. However, because the tenant was not in the property for the entire time frame the bill from ***************************** (which I did provide to the tenant). Time frame was listed from 7.10.22 7.27.22, tenants were in the property from 7.22.22 7.27.22.
  
  I then reached out to accounting to have this amount changed and it was. $70 was removed from the prorated amount and $35 remained. Tenants had a $30 credit already on their account which left a remaining balance of $5.49. ****** is refusing to pay this amount and is searching for the $35 credit he feels he deserves.
  
  ****** has sent complaining emails to me on several occasions over the weekend about the constant automatic reminder for the balance he still owes.