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 Charlotte

  307 W Tremont Ave Ste 200 Charlotte, NC 28203-4902

• 

  HomeRiver Group

  2141 NW Military Hwy Castle Hills, TX 78213-1873

• 

  HomeRiver Lake Havasu

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

• 

  HomeRiver Spokane

  1330 N Washington St Ste 3100 Spokane, WA 99201-2443

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:08/03/2022

  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.

  Good morning as of Wednesday July 21, 2022 I ******* ****** informed Home River Group Property Management a tree had fallen from their property on my house due to the storm on Tuesday July 19, 2022. I have not been given ANY form of update of repairs and the tree still in my yard. This has cost me days off work ,stress,pain and suffering. As of Monday August 1, 2022 I spoke with someone to only received the same answer that "it is being worked on". I left the Property Manager several voicemails. As of Monday I have received NO response. This has cost a safety impact as well. I have sent the company several pictures informing them of what happened to my property and I have yet received any form of proper information

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/12) */
  There has been a work order submitted and assigned to one of our vendors since 7/21/2022. The vendor has been notified and has been asked to expedite the process. This is scheduled for 8/17/2022. Thank you for the opportunity to allow us to resolve this issue and we will be sure to follow up with the vendor on that date to ensure all has been resolved.

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began renting from Home River Group in February of 2022. At the end of May, we found a home in which we planned to make an offer. Before making an offer on the home, we reached out to Home River Group to find out the next steps, and what process we would need to go through to end the lease prematurely. We received communication back that we would need to fill out a "Notice to Vacate" form and pay for the current month, as well as pay a termination fee equivalent to two months rent. We had the home cleaned and moved from the property at the end of June. Last week, we received a certified letter from Home River Group saying we now owe the entire lease which is over $14,400. Our full security deposit will go towards the outstanding balance, and we are now responsible for $11,557.50. We have tried calling multiple people, several times each day since receiving this letter, with no resolve. Every person we speak to knows nothing about the situation, and says they need to direct it to someone else. This entire process has been a nightmare, and no one communicates with anyone else. My husband and I both have documentation of the steps required and what we were responsible for, and can show all correspondence upon request. This needs to be resolved.
  

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We were able to have the home re-rented and fees reduced only to rental charges owed. After speaking with the tenant, they will be mailing in a payment for their balance due.

• Initial Complaint

  Date:08/02/2022

  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 have been in Florida without AC since July 21st. HomeRiver and my owner have not fixed the problem except with small portable unit that I said would not work. I have black mold and other things in the vents that I am afraid to even know. I have an AC employee saying black mold on video as well as all my receipts documented when I reached out
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/12) */
  Thursday July 21st we got the request and immediately had an AC vendor calling to resolve. This situation is that the tenant has a roommate who no longer lives there and the issue is maintenance keeps calling the wrong tenant because we were not properly informed by the tenants that someone had moved out and the proper steps to have a roommate taken off the lease were not followed.
  
  Then on July 23rd we closed out the request because tenants were unresponsive. On July 24th we were informed about the tenant that moved out and we requested a vendor to come out. July 24th Vendor called the correct remaining tenant over and over but no answer or reply the vendor showed us he reached out even went to the building of the tenant but could not get in.
  Tenant denies this took place.
  
  Then July 28th Vendor went and was able to view the AC unit and determined it had no power running to it so an electrician order had been placed to come and examine unit.
  
  Saturday July 30th A portable AC unit was delivered to the tenant. The portable would cover 850 sq ft and the unit is a total of 900 sq ft.
  
  August 3rd was first available for electrician to come and inspect AC. He determined what needed to be changed in the electrical area and then called to have AC tech back out to the unit.
  
  August 5th Brand new AC system was installed.
  
  August 10th Home River Managers went to inspect the Brand New AC and all is running as it should be.
  
  
  Completed and handled

• Initial Complaint

  Date:07/28/2022

  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 7-27-2022 my husband, myself, and a co-signer applied for a rental home for a second time. We applied with them for another home 60 days ago as well. They took applicant fees both time from us, and denied us each time for different, yet inaccurate, reasons. They use a company called Findings for applications, and offer no direct contact with their own company. When you call their number listed, it sends you to a call center that tells you they have no access to any information. Most recently, today 7-28-22, they claim that they pulled our credit scores from Transunion, and the scores were wildly inaccurate and varied insanely from the actual Transunion reports that we paid for FROM THE ACTUAL bureau. Then, refused to accept the information from the ACTUAL CREDIT REPORTING BUREAU and offer no solution. I believe that this is predatory and that I would like ALL of our application fees returned to us since they offer no solution except to contact Transunion which we did.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  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 ****************************************L on 7/27/2022. Manager communicated promptly with Complainant to alert them that they guarantor listed on their application did not meet HomeRivers Groups published criteria for guarantor income requirements. Complaint was alerted of adverse action 7/28/2022
  
  HomeRiver Groups credit screening results come directly from TransUnion. HomeRiver Group alerted Complainant that they have the right to submit a dispute with TransUnion should they believe any information provided is inaccurate or incomplete.
  
  Manager's representative has refunded the application fee(s) paid on their initial 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.

• Initial Complaint

  Date:07/27/2022

  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.

  On Sunday July 24th My Husband and I went to view a home for rent at 9 Loxwood Ct that I found on Zillow which had been listed less than a week. As I was filling out the application I began to get suspicious as the application was asking for a lot of details that is generally not required until after you've been approved such as photos of my vehicles. I had already completed 3 out of the 5 applications required when I began looking into the business and home my family and I was interested in renting. I contacted XXX-XXX-XXXX to ask additional information and was only told the property was still available. I then found information on the contrary. Per https://www.coldwellbankerhomes.com/nc/greensboro/9-loxwood-ct/pid_47215789/ this home sold on 6/23/2022 and is not actually available to rent but HomeRiver has been accepting applications and then denying people for this location and keep our application fees. I have tried contacting the leasing agent at XXXXXXXXXXX and was not able to get in contact with them. I was transferred to a woman who was not able to provide any credible information on the status of the property. I will not be doing business with this company and I will be disputing the application fees. They should return the $225 that has been paid at their earliest convenience.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/04) */
  Please accept the following response on behalf of HomeRiver Group ("Manager") with respect to the complaint filed by ****** ****** ***** ("Complainant") for the rental property that is the subject of this complaint ("Property") and managed by Manager:
  
  
  
  Complainant did not submit a completed application with HomeRiver group. Complainant started an application but did not complete it as required for HomeRiver Group to review. The Property was purchased by our client as a rental property and marketed as a rental property by HomeRiver group. The property was successfully leased on 7/29/2022.
  
  
  
  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.
  
  
  
  
  Business Response /* (1000, 7, 2022/08/04) */
  Findigs processed a refund for the application fees as a gesture of goodwill

• Initial Complaint

  Date:07/23/2022

  Type:Sales and Advertising 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 fraudulently states that repairs are made to homes when vacated and charges the tenant without providing invoices and proof of repairs
  We have photos of the move out condition as well items that were charged that were never repaired.
  

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 5, 2022/08/02) */
  ******,
  
  HomeRiver Group actually no longer manages this property for the homeowner as they discontinued working with us shortly after your move out. HomeRiver Group is not a party to the lease agreement but after speaking with the homeowner and reviewing all move in/move out photos, move in condition form, repair history while you lived at the property, receipts, etc., with the homeowner and with HomeRiver Groups Security Deposit Accounting Department the homeowner has agreed to refund the requested $1031.00.
  
  We are awaiting the homeowner to send us the $1031.00 but once it is received from the homeowner we will pass the funds onto you.
  
  Regards.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not a favorable solution to the presented issue from my complaint .It is not acceptable that I wait until Home River receives payment from the landlord in order for me to receive the refund of deposit owed to me which you acknowledged in your response to the complaint. Home River at the time of my executed lease is the representative for the home owner.
  
  Regardless of the owner no longer using Home River Group i that contract was between myself your company as a representative of the landlord . The home owner no longer currently using your company has no relevance to my dispute with Home River as this company who conducted business on the home owners behalf. There was never any contact between myself and the home owner for the 3 years I occupied the home.
  
  The refund should be made to me and then Home River can await reimbursement from the Home Owner.
  Rent was paid directly to Home River who paid the home owner.
  Late fees were paid directly to Home River.
  The security deposit was paid directly to Home River.
  
  When should I expect the payment of $1031 from Home River Group ?
  
  
  
  
  Business Response /* (4000, 9, 2022/08/11) */
  HomeRiver Group is not a party to the lease agreement and to confirm the lease agreement is written between you and the landlord.
  
  The homeowner is responsible for determining what is/isn't charged against the deposit and as stated previously we have touch base with the homeowner in regards to your security deposit accounting dispute to see how they prefer to handle it and are awaiting funds from the homeowner so we can refund you the requested $1031.

• Initial Complaint

  Date:07/21/2022

  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 January 27, 2022, I contacted the property manager regarding a roof leak and a large tree that was overgrown that needed to be trimmed as the grass was dying off due to too much shade. Finally, in June the roof was repaired. The roof leak had caused ceiling damage...still not repaired. The tree is now extended into the neighbor's yard, hitting the side of the house and roof, and touching the ground. The kids (3 and 5 years old) can no longer play in the backyard due how low the tree is hanging. I have contacted the property manager regarding this numerous times and they keep giving excuses. I'm not sure where else to turn for assistance with this. So here we are.
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/27) */
  Tenants Lease Start Date: 10/19/2019 to Present
  
  Tenant sent an email in January about tree trimming and water stain. This was missed by management.
  March 24th the tenant submitted a maintenance request for the AC not working. The AC unit was in need of new coil at $2100, part was installed quickly. March 24th was the 2nd time the tenant informed management about the water stain on the ceiling and the tree needing trimmed in the backyard.
  
  Work Order Time Line: Water Stain on Ceiling:
  Mar 24th, 2022 at 6:41PM Assigned to HVAC vendor and TCH Plumbing for Water Stain On Ceiling. HVAC and Plumber informed management it had to be from a previous roof leak because they could not locate a leak. Drywall was dry where the water stain was.
  April 10th Roofing vendor assigned for Inspection.
  Roof repair estimate received May 26th,
  June 8th Roof Estimate Approved
  June 15th Roof repaired for $2850
  
  
  Work Order Time Line: Tree Trimming:
  Jun 8th, 2022 at 5:14PM Estimate Denied by Owner and Management
  Jul 14th, 2022 at 10:50AM Vendor sent work order for estimate
  Jul 21st, 2022 Tree Removal and trimming Scheduled
  Jul 27th, 2022 Tree trimming and removal completed
  
  Please note this delayed work completion was not the management's intention and problems have been addressed and corrected.
  Few factors that affected maintenance:
  -Property manager on paternity leave
  -Jan 1st 2022: Management implemented new software for maintenance work orders. Correct Tenant was not uploaded under the correct address, which was Management's mistake. Two different tenants named ******* ***** (image attached)
  
  
  Previous work orders throughout tenants lease term:
  07/27/2022 $1800 Tree Removal and Tree Trimming
  6/7/2022 $2085 Roof Repair
  03/24/2022 $2100 HVAC Repair
  06/08/2021 $478.00 Service Request Appliance B&B Appliances
  04/03/2021 $700.00 General Maintenance HVAC
  02/09/2021 $265.00 Pest Elimination
  01/06/2021 $165.00 Pest Elimination
  07/01/2020 $100.00 Service Request General Maintenance
  04/26/2020 $240.00 Service Request Air/Heat
  03/20/2020 $326.29 Service Request Appliances
  02/05/2020 $50.00 Service Request Appliances
  10/29/2019 $140.00 Air Duct cleaning

• Initial Complaint

  Date:07/21/2022

  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 a/c has not been working properly for almost two weeks and it has been over 100 degrees this whole month. The vendor came out and stated there was an issue and the management company is refusing to fix it now. I have an email from the property manager stating vendors said there was an issue and they are saying saying issue was fixed! It has not been fixed it's over 80 degrees in this house! I have small children to care for I work from home. I've had to leave the home several times due to the heat. Also I had to obtain a portable unit as well! But it doesn't cool the whole house!
  

  Business Response

  Date: 08/17/2022

  Business Response /* (1000, 5, 2022/07/27) */
  The tenant has been in the property since 3/2021 and we received a work order on July 7th. The first HVAC vendor assessed the unit on July 11th. A 2nd HVAC vendor was dispatched to assess and provide a recommendation. This is an older unit and all bids were submitted to the owner for review. Due to the dirt build-up it was recommended by the 2nd vendor that we have a service and cleaning performed first before any additional repairs/replacements. Upon arrival on July 18th the tech noted the temperature at 80 degrees and after the cleaning the unit was blowing 69 degrees (See pictures below).
  
  Per the tenant's request that the AC is not cooling below 80 we are having the original AC tech go back out to check the status today, July 27th. Note there is a sunroom that is not air conditioned attached to the house that is extremely hot. The tech said just opening and closing that door to the room can change the temp also.
  
  We are doing our best to have this issue
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This was first reported July 7th. We are going on a month of it not being fixed. They tried to go cheaper with someone after the original company then went with someone that came and inspected and only sprayed the unit with the water hose. It took them another week to get someone else out. This is unacceptable to have to go a whole month almost. Vendor told them it needed to be replaced but I was told they wanted to clean it first
  
  
  Business Response /* (4000, 9, 2022/08/04) */
  Dear Tenant, We do apologize for the situation. The owner approved to have the unit replaced and the vendor is scheduled for August 4th to install the new HVAC unit.

• Initial Complaint

  Date:07/20/2022

  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 made a maintenance request on May 21st regarding my bathtub sinking into the basement and separating from the top floor. They sent replied to the request on the 30th and sent someone to look on June 1st. I received a call from the subcontractor on June 7th stating that the property management group had okayed a new tub and that he would get in touch to schedule when to come and install it. I have not heard from anyone since save for me contacting first. I have made another request that the management group then cancelled. I tried calling several times, was answered once and told that they were working on it. That was on June 16th. I have not heard anything since. I put in a request again today and requested my lease agreement. I have received the agreement. I got in touch with the contractor who told me that he had to pay for the tub out of pocket and was only now supposed to receive payment but hadn't yet received it. He also stated that the property group no longer wanted contractors to contact tenants.

  Business Response

  Date: 07/21/2022

  Consumer Response /* (2000, 7, 2022/07/20) */
  This issue has been resolved.

• Initial Complaint

  Date:07/20/2022

  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 admitingly ones me an additional $100.00 that they failed to refund of my security deposit. HomeRiver Group took over as the management company of the property I rented after the property was sold during my tenancy. 3/1/22. When registering on new tenant portal I noted that the moneies held for my security deposit was not correct and immediately contacted them to correct it. It was not done. I decided not to renew my lease and gave 30 day notice Over the course of the remainder of my lease I emailed Stephanie W several times who was my point of contact for these matters. I was assured by Ms W that she was contacting the property owner. Still nothing. I moved out of the property on 5/31/22. When I received my reconciliation letter and deposit refund on 7/1/22 I noted that they had shorted the $100 of deposit that was held on my account as nothing had been rectified. For weeks prior to move out I had requested that that amount listed on the tenant portal be corrected. Again, I contact Stephanie W. And after forwarding her the previous emails to her with her response. She miraculously finds where she found the email from the property owner and yes I was correct I was owed $100 and she would reach out to the accounting dept for a transfer of funds and I would recieve my check. I followed up again a week later to check status and she emailed back simply that she would reach out to accounting and nothing else. I waited several hours and emailed her again. She was short in her reply and said "as I told you this morning, they are working on it. Today is now 2 weeks. I emailed her this morning and, now no reply back. I am attaching the email with this complaint in which she apologizes for the confusion regarding the corrected security deposit amount being verified by the owner. And would inform accounting department to correct. Still nothing. Property address in question **************************************

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 6, 2022/07/25) */
  Our apologies for any misunderstanding regarding your security deposit at *****************. HomeRiver Group had posted your security deposit of $1650 and pet deposit of $250 in accordance to the lease and pet agreement we received. The owner agreed to refund an additional $100 and we are working with our accounting team to have a check sent. We expect this to be done as soon as possible. Thank you for your patience.
  
  
  Consumer Response /* (3000, 8, 2022/07/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HomeRiver Group has been giving me the same response since July 6,2022. The homeowner agreed to pay the additional $100.00 in JUNE. It is nearly August. It takes one phone call to the accounting department to have them issue my check. It has literally been 3 weeks since they began telling me the accounting drpart is working on it. Including multiple inquiries by myself. Same answer, "the accounting department is working on it." Now this response to the BBB complaint by the supervisor of the person I have been dealing with for months with the SAME answer, I have already submitted to you the email trail as additional proof on 7/23/22 Enough stalling.
  
  
  Business Response /* (4000, 10, 2022/08/01) */
  The tracking number for the $100.00 refund was emailed to the complainant on 07/25.
  At our end we can see the check for $100.00 has been processed so the former tenant should be receiving it soon.
  
  
  Consumer Response /* (2000, 12, 2022/08/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I finally received the additional $100.00 after nearly 2 months. It is sad that it took filing this BBB complaint to get any resolve.This management company will side step any inquiry in hopes that you just give up. HomeRiver Group management company has been the absolute worst to work with. Their answers are very scripted. Look at all the other BBB complaints. Steer clear of them if you want to enjoy your tenant experience rent elsewhere