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

• 

  Property Frameworks

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

• 

  Home Encounter

  950 S Pine Island Rd STE 1009 Plantation, FL 33324-3918

• 

  HomeRiver Lake Havasu

  1947 McCulloch Blvd N Ste 102 Lake Havasu City, AZ 86403-5723

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:08/18/2022

  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 was the resident at ************************************************************ **.To begin with, we moved into **************** with the understanding that the house rental would be clean and things fixed that we noticed in the initial walk through would be fixed before move in. We provided a detailed move in inspection with notes of things that were filthy, broken, stained, etc. that Homeriver has on file. Once we were in, we asked about getting some things fixed, as they were not taken care of before hand and were told that it was up to the owner and that many things would probably not be fixed, i.e. broken mini blinds throughout the house that did not work, cover plates missing on outlets, bare wires hanging from walls, holes in walls. Had we known that these conditions would not be fixed beforehand, we would never have moved in. ***************************** did not disclose any of this to us but told us they would need 2 weeks to get the house ready prior to our move in. The house was filthy when we moved in (see move in inspection that we submitted). We were even given a paltry $75 off a month of rent if we would clean up some of the filthiness that was left behind. We reluctantly did as we needed a place to live. We have excellent credit and excellent rental history. Moving we were charged $700+ for cleaning, $240 which we knew about from the lease agreement for carpet, $221.47 for repairs. This is not acceptable to us as we left the place in better condition than move in. When we moved in, the back sliding basement door didn't even latch closed, a board was laid in the track which didn't even keep the door closed all the way. I repaired this as it was one of the things on the move innspection that was noted but ignored. Also, repaired outside fence gate that would not open because of neglect of hinge bolts. Again, noted on the inspection but ignored. Also, patched drywall holes that were noted on the inspection but ignored. Charged us for saying we added weatherstripping.

  Business Response

  Date: 08/29/2022

  Regarding the complaint from *************************, I can confirm that the property was cleaned prior to the Wyetts moving in on Aug 9th, 2021, and have the invoice to confirm that. I also have work ***************** showing repairs completed before move in, as well as after receiving the Condition Report more work was completed including re-screening six window screens. I have no record of unaddressed maintenance requests, and there is no note of the back slider door not latching on the condition report. We take safety issues seriously and get work orders sent out same day. Cosmetic issues like nail holes in drywall are not always repaired. The weatherstripping that was added to the front door made the door almost impossible to lock and it had to be removed.
  We did credit the Wyett's $75 for a cleaning credit as they stated the microwave filter was very dirty. We only did $75 because I knew the cleaners had been there, if they hadn't cleaned at all I would have offered more of a credit.
  
  The Wyett's were charged $715 for cleaning, an invoice can be provided by our cleaner as well as photos showing the condition it was left in. The floors were not swept, the microwave was a mess, there were small items left throughout, dirty counters, mirrors, toilets, baseboards, hair left in bathrooms, cat food, ************** were left in the basement. This is a large 4 bedroom + office home and we do not set the pricing for cleaning crews.
  
  In the response email I sent to ************** Friday Aug 5th I told him that if he felt any of these items were existing before move in we could certainly discuss that. He did not respond to discuss any of it, he proceeded to leave three negative ****** reviews.
  I would be happy to provide any of these items if requested. Thank you.

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We have pictures of the rental and the condition it was in when we moved in. Homeriver is lieung, like they have since the beginning of our rental. The microwave was fine when we moved in, so please get your story straight. The credit we were given was from a filthy kitchen and overall condition of the place. Homeriver, please submit to the BBB the move in inspection we submitted to you. The place was filthy. Homeriver is a very dishonest company and we have referred this issue to the ******** Attorney General. I think they should be investigated for fraudulent business practices.

  Business Response

  Date: 09/21/2022

  HomeRiver Group also has photos and documentation of the condition of the house at move in, and invoices showing what work was done. The tenant has been provided these. The tenant reported that behind the fridge and stove were dirty at move in, so we provided a $75 cleaning credit for those items. AT move out, the tenant did leave the house very dirty, again there was cat food, litter & f**** left in the basement, floors were not swept, kitchen was left dirty. We do not set pricing for cleaning fees.
  Condition report and all security deposit accounting documents have been submitted to BBB. Thank you.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17895033
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 09/22/2022

  The move in inspection that Homeriver submitted shows our comments of the rental being dirty and in dissaray.  We were told these items would be taken care of before we moved in, they were not.  They lied in one of the previous responses and said the credit we got was for a microwave.  It wasn't.  The place was filthy when we moved in, but this looks like the scam Homeriver used on most everyone.  The other many negative reviews on ****** don't lie. As far as cat litter goes, the pet deposit and carpet cleaning fee should more than covered what little we couldn't sweep up.  They are charging these added fees to rip off the rentee and make them extra money.  They said the door frame had residue but they charged for replacing the whole casing.  For residue?  That's crazy.  And unethical.  We also have pictures of the move in condition.  The move in inspection should speak for itself though.  We were also left without a working freezer for a month

    We had to threaten legal action in order for them to get us a used working freezer.  The additional charges they charged us are retaliatory.

  Business Response

  Date: 09/27/2022

  As previously stated, the resident was given a credit at move in for item(s) that were not satisfactory.  Again, as previously stated the condition of the home at move out was in very bad shape.  The home was left very dirty, please refer to our previous responses detailing the poor condition in which the home was left.  The resident was fairly changed based on the work that was necessary to clean the home.  Again, move our condition report as well as security deposit final billing and settlement statement have been provided to the BBB in a previous response.  

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17895033
  
  I am rejecting this response because:
  

  We were lied to when we moved in about what the condition of the rental house would be and had part of our security deposit stolen when we moved out.  Very unprofessional company and employee that we had the displeasure of having to deal with. If they had put 1/4 of the effort into working with their tenants and ensuring a safe and working rental as they have with their responses to this complaint, everyone would be happy.  But they choose the dishonest route and just figure you will never rent from them again.  They are right on that, we would never rent from them again.  We hope through our reviews , word of mouth, and the time they have had to spend replying, that is has cost them something.  In that way, whether we get any money back or not, we get some satisfaction in that.  

  With all the other terrible reviews they have gotten on ****** and other places, it's only a matter of time before their tactics of how they treat people come back to bite them.   They were in a rental market where they could get away with that kind of small minded thinking,  nickel and diming for false claims.  That tide will turn eventually and they will either treat tenants fairly, or go under.  

  Also, as an aside, Blue Mountain got a 1.5 out of 5 reviews on Yelp.  Wow, that's terrible!  Not taking care of tenants at all!

  I hope Homeriver corporate sees what's going on unless they all do business the same way.  

  I appreciate BBBs help in this matter.  As we have stated in an online review we wrote, once this dishonest company (Homeriver, formerly Blue Mountain) steals your money, you aren't getting it back.  

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

  Business Response

  Date: 10/11/2022

  As previously stated the condition of the home at move out was in very bad shape.  The home was left very dirty, please refer to our previous responses detailing the poor condition in which the home was left.  The resident was fairly changed based on the work that was necessary to clean the home.  This resident continues to respond to our response, repeating the same things that have already been addressed in previous responses.  Again, move out condition report as well as security deposit final billing and settlement statement have been provided to the BBB in a previous response.  Please let me know if you need anything further.  Thank you
  

• Initial Complaint

  Date:08/17/2022

  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.

  The company charge me for my last month rent ( June * entirely although the last day of our 60 day noticed was June 20th. When the house was returned on June 20th I let the representative ********************** know that we needed the prorated amount for the month of June plus our deposit back. I pointed out that the toilet in one of the bathrooms for the last couple of month was not working and the owner told the property manager to leave it like that since we had gotten our 60 day noticed and we were leaving soon.********** Law estates that I need to get my deposit back within 20 days of me leaving the property. I received a check already late ( by 2 days * however on the check they were charging me for a concrete slab that was located on the front yard, that was left in there by the plumbers that changed the pipes a couples years back ( the property manager at the time was aware of it *. I was also charged for the ice machine on the refrigerator that did not work for time we moved in ( the property manager at the time was also aware of, he told me to refer to the contract that estates that the refrigerator and the washer and dryer were as is *. And I was also charged for the rent of June, ( rent that was paid for the complete month of June on June 2nd automatically*.For the last month I have sent many emails to different people on the company, most of them unanswered some of them just answered that they would look into it. At this point in three days it would be 2 month since we moved out. Yesterday I sent another email with the demand of my refund, I'd like to get this resolve without going through small claims.

  Business Response

  Date: 08/31/2022

  The residents had autopayments set up and a full month's rent was received for June 2022, rather than the prorated amount that the residents were notified about in their acknowledgement email. The manager corrected the overpayment of rent (though the move out date of 6-20-22) and detailed that on the deposit disposition as a refund. Per the homeowner's instructions, the residents' deposit was charged for two items following the move out inspection, and the estimated amounts for those items were deducted from the deposit. A copy of the Disposition with charges/descriptions is attached for your records. The full deposit (minus the two estimated charges) and the overpayment of rent was refunded to the residents in 2 separate checks. The residents received the prepayment refund in the amount of $372.67 but did not receive the security deposit refund of $3300.00. Both checks were mailed on the same date. When we were notified by the residents that they had not received the deposit refund, the manager and resident coordinator contacted Accounting to request that a replacement check be issued immediately and overnighted to the residents. The homeowners were contacted by the property manager regarding the two charges that the residents were contesting and have subsequently agreed to waive those estimated charges. They agreed to send a check to Home River Group-********** office for the remaining amount that was withheld from the deposit ($559.00) and, once received, the manager will generate a final disposition and send it along with the funds to the residents' forwarding address. The resident coordinator has been in contact with the residents with respect to these developments and they are aware that the additional funds will be sent as soon as they are received from the homeowners.
  See Attachment/File: SDA__ESTIMATE_Move_Out_Calculation-4600 Crestwood_Sampino.pdf

• Initial Complaint

  Date:08/16/2022

  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.

  This group is a HORRIBLE group to rent property from. From the day that we moved in, we've had so many issues with trying to get them to fulfill our Maintenance Requests, fix some things that are broken on the property, we've been sent a letter from an Attorney saying that Home River is behind on *************** and there's a Title Search on the property now. And it just keeps getting worse and NOBODY that I've been able to contact is able to help or even acts like they care. I cannot wait to be out of this lease and get on with my life. I would never recommend them for any reason whatsoever.

  Business Response

  Date: 08/31/2022

  We apologize for any inconvenience or communication issues that you have experienced. We have reached out to the *** to address any fees that *** need to be paid. Your property manager will also follow up with you regarding outstanding maintenance concerns as we only have one open that we show was scheduled for completion on 8/17.

• Initial Complaint

  Date:08/15/2022

  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.

  On August 15th I spoke to someone about the My minimum rental requirements. I was told 550 credit score and 3x the income. I called because I did not want to waste $75.00 on applying.
  I applied because my credit and income are both above the minimum. I was denied. They sent the denial with the credit score showing it is ABOVE the requirement. I have called a number of times without a reply. I have also used their chat and email without explanation.
  This company excepts section 8 as well as non section 8. I fully believe they are not approving me simply because I am not section 8.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 8, 2022/08/24) */
  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 8/15. Orlando, FL. Manager followed up promptly with Complainant to alert them of adverse action, plus application deficiencies. The Complaint did not submit a complete application - an adult spouse missing from application, did not apply as required.
  
  Complainant has credit within the conditional range, per our published criteria: Credit in the conditional range can result in approval with an increased deposit or result in adverse action.
  
  Manager was in full contact with the Complainant and alerted that the application must be complete in order to proceed with the application and that the application is good for 30 days from date of submission.
  
  Manager's representative has refunded the application fee(s) paid on their application as a gesture of goodwill.
  
  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.
  
  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:08/10/2022

  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.

  Home River group manages my two rental properties. Several months ago a tenant moved out. In the post-move-out process, my account was charged with several charges which were dubious in their naming and the amounts being charged. When I contacted Jared Duncan, the property manager at the time, he said they were the cleaning and repair fees and that I would be reimbursed from the tenant's deposit. Shortly after that I was charged another cleaning fee that is almost double any quote I am able to currently find. It has now been over 4 months and I have still not been reimbursed in spite of continually asking about it over the period. Whenever I ask about it, Jared Duncan, now promoted to Business Development Manager of the Hawaii region, is evasive and refuses to address the issue. He either outright ignores the question or tells me he's following up or uses other evasive tactics It has been over 4 months, he's obviously not making any effort. This is not the first time he's been ethically questionable in his words and actions.
  
  There have been several other problems since Home River Group took over the management company. They forgot to list one of my units for a month until I told them about it, then promised to waive the management fee in order to make up for the loss of revenue that never happened. They have forgotten to file my excise tax filing. I told them about it and they kept insisting they filed it until I showed them a screenshot of the late fee penalty. Jared repeatedly uses gaslighting tactics to attempt to pass off bad information or to facilitate his contradictions when he goes back on his word.
  
  All of these issues, especially the current problem, seriously undermine the trust and faith in Jared Duncan and The Home River Group to be an ethically sound company.

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 6, 2022/08/17) */
  Jared ****** has reached out to Sean ********* and addressed each of the items that he had brought up here. Homeriver Group is considering this complaint addressed and Closed.
  
  
  Consumer Response /* (3000, 8, 2022/08/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Jared ****** has reached out but the issue regarding the follow-up on the tenant deposit has not been fully resolved yet. I'm still waiting on information from Home River Group to close the issue. Jared did CC and instruct another representative to get the information to me. Since a large part of this issue was the promise of a follow-up but no delivery, I'd like to hold off on closing the case until delivery and not just an email promising one again.
  
  
  Consumer Response /* (2000, 11, 2022/08/25) */
  I have now received the information that was the core of this complaint, we can now close it. After reviewing this information there appears to be issues that I expected. There are issues with damage to my unit, the handling of the tenant's deposit, and what appears to be excessive cleaning charges. I will work on that thru the normal channels and open a new case here if that fails. Thank you for your assistance.

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeriver Group hasn't given us our rental deposit check within the 21 days allowed by law. It has been 30 days and nothing in the mail. I have sent multiple emails with only 1 response to my first email, since then no kind of contact. Tina K. told me to let her know if check didn't come in mail. I did with no response to emails or voicemail. The didn't give us our rental disposition until 29 days after and it was by email only after multiple request. Homeriver is being a bully since we are helpless to do anything except demanding our money that's due to us.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Our team has been in continuous contact with Mr. ****** and his wife via email and phone. The security deposit was mailed out, however, it was lost in the mail. We have since re-issued the check and if not received by today we will re-issue a third check overnight to the former tenant.
  
  
  Consumer Response /* (2000, 7, 2022/08/16) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Partial truth, the company was in contact with me when they felt like calling me back instead of when they said they actually would. They said they would follow up with emails and never did at the time they said. The law states we should have security deposit by 21 days in our hands, we didn't get it until 32 days, therefore we are going to pursue the remaining security deposit that is due to us because Homeriver Group failed to do so. Renter's Assistance contacted me and advised me to take Homeriver to small claims court, Renter's Assistance is the agency that informed me I'm due my full deposit back for breaking the law. I sent screenshots of the law because Tina K would never give me answers on why Homeriver was not abiding by the law or the contact they signed.

• Initial Complaint

  Date:08/09/2022

  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.

  Mold in basement due to massive flooding they knew about prior to the city leak they wanna blame everything on.
  -NO HEAT for months
  -No A/C when it was over 100 for weeks, finally sent over a leaking mobile unit that flooded the kitchen
  -No use of 2 of the 4 bedrooms due to flooding, mildew and mold that was not fixed for months
  -Pets sick from the mold
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/17) */
  Shortly after the tenant moved into the property they came down stairs and noticed that the carpet was wet. Water extraction was dispatched and carpet was dried. The next week, there was water in the carpet again. Water extraction was dispatched again, and carpet was dried. It was discovered that the property foundation had some issues with permeability and water was entering the property from the exterior. Presumably it was spring run off. The owner invested in a new sump pump to remove excess ground water, and for a month or so it worked as planned. In early June, when ground water was at a much lower level universally in Utah, the unit again began to flood on a weekly basis and has continued despite our best efforts through early August. The owner has been unwilling to invest in foundation repairs due to expense. As Home River's agent, I convinced the owner to allow the tenants to vacate the property without penalty and with a full security deposit refund. I then contacted the tenants and put into action a plan to get them into a new property at the earliest possible availability. We will be ceasing management for this owner in the next 2 wks, and the tenants are scheduled to move into another of our vacant properties in the next 10 days. They are very excited by the new property and have expressed their satisfaction with the way that HomeRiver has performed in making this change possible.
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After speaking with home river group we were finally informed that their hands were tied and it was the current owner of the home that was the problem not them. Homeriver group has been amazing since then. And have put us in a different house and we are more than happy to deal with them in the future

• Initial Complaint

  Date:08/09/2022

  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 apartment address **** ** ******* road Port Saint Lucie fl. The property manager never processed my application. never did a background check or anything. in took 75 dollars out of my bank account. Maria estela b. told me I was missing documents. which I wasn't I submitted all my documents twice in my application was still called. I want my refund this business is a total scam. I gave more then enough to get approved. Please refund me now!

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  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 8/7/2022. Manager followed up promptly with Complainant to alert them of application deficiencies. Manager fully processed the application submitted and completed a background check.
  
  Complainant provided additional necessary income documentation on 8/8/2022 as required and was alerted their application was pending the Landlords decision on 8/10/2022.
  
  On 8/15/202, Manager alerted the Complainant that their application was approved by the landlord and was sent approval terms and lease.
  
  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.
  
  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:08/08/2022

  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.

  On July 26 we filed a maintenance request to Home River because a large branch from a tree in the backyard had started falling off and was now leaning against our roof and threatening to fall through the power line that ran from the pole to our house. Home River sent out a crew to get a quote for the repairs, then afterwords said that it would need approval from the home owner's approval (This is a rental house). We also called Oncor since this is an obvious electrical hazard and they gave us a 10 day notice to remove the branch before they shut off our power.
  
  After that, we received no service from Home River and every call and email we've sent to them has either been ignored or replied with "needing owner's approval". Nearly 2 weeks is enough time to wait for the owner for an obvious emergency situation.

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/16) */
  In looking into this feedback, we could see that we received the tenants service request on 7/26 and that a work order was dispatched to a contractor the same day requesting that they resolve the issue. Unfortunately, the needed tree trimming/branch removal exceeded our pre authorized spending limit with the homeowner so a bid was provided by the landscaping vendor and passed onto the homeowner for review/approval. We received homeowners approval by 08/10/2022 to have the tree trimming/branch removal completed and the contractor was updated requesting that they complete the work as soon as possible.

• Initial Complaint

  Date:08/08/2022

  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.

  My husband and I rented a property around the middle of July. We have had several issues wrong with the property since we moved in. Starting with mold on the ceiling to the lockbox still being attached to the doorknob. We have now been without hot water for going on 3 days now. My husband and I both work, and we also have a 4 month old baby and a 9 year old daughter. Right now, we are unable to wash his bottles properly and are unable to have clean clothes and dishes. We have reached out to our maintenance team 6 times over the weekend with no response. We finally get a response from our property manager screaming at us telling us she does not take calls over the weekend and that it has inconvenienced her with us calling multiple times. This is outrageous. We are extremely angry about this situation we are in and demand answers immediately
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */
  The work order was placed (saturday, 08/06/2022) at 11:11am. In addition to the work order the property manager received 2 emails on Saturday stating that if she does not reach out to the tenant immediately they will reach out to the BBB. The property manager confirmed that the residents have been in communication with the vendor and they did not like the timeline. Monday, The property manager was out of office on vacation however, she reached out to the resident. After hearing the issue, she attempted to explain to the resident the process. She informed him that she did not get in contact with him on Saturday when he wanted because she was off and explained the function of the triage team that he had already taken advantage of. The resident screamed at her and told her that she should be available to him at all times regardless of time off as his particular situation needed extra special treatment. She explained again that we have a process in place that take effect in the event that she's out. At the end of the conversation she explained the things that she will get going for him. However, she advised that he would not hear back from her that day as again , she was off, and that she will reach out to him with an update the following day. The property manager reached out to the resident the next day at 8:57am.