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:02/20/2025

  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 moved out on 11/30 and have never received my security deposit. The email they send stated if I didn't provide a forwarding address that they would send the deposit to my old address and forward to the new one which never occurred. I called on 1/25 and the property manager **** ********* wasn't available and never followed up, I called again on 2/19 with the same result.

  Business Response

  Date: 02/28/2025

  Thank You for bringing this matter to our attention.
  
  Regarding Ms. ********** security deposit, we have provided her with a copy of her final charges, move-out inspection report, and photos of the condition of the unit. The security deposit was not refunded due to charges for unit cleaning, carpet cleaning, removal of a bidet previously installed by the tenant, and blind replacement.
  
  Please let us know if you have any further questions

• Initial Complaint

  Date:02/17/2025

  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 moved into the home 02/05/2025. Upon moving in noticed the AC/Heater didnt work. They have sent someone out and received an estimate and claim the owner of the home hasnt responded. They also signed the lease along with myself and the homeowner taking responsibility. I have 3 children here, 1 with severe asthma and we live in *****. It gets extremely hot here. They offered to reimburse $250 for space heaters. This is a 5 bedroom house, with 2 living rooms & a dining room and kitchen along with 3 bathrooms. $250 in space heaters will not work. Also what happens when summer hits? I pay $2375.00 a month in rent and they expect me to not use the central heat and air.

  Business Response

  Date: 02/18/2025

  We appreciate you bringing this matter to our attention and understand the urgency of your concerns.
  HomeRiver Group has been actively working with the homeowner to address the **** system issue. We understand how important this is and regret the inconvenience this has caused.
  We want to assure you that we have been in regular communication with the homeowner to expedite this repair. As of now, the repair has been scheduled for February 19, 2025, and we have communicated this update directly to you.
  In the meantime, we did offer temporary assistance with space heaters as a short-term solution to provide some relief. We acknowledge that this does not fully address your concerns, but it was intended to help while we awaited the scheduled repair.
  We apologize for the delays and any inconvenience this situation has caused. Ensuring your home is comfortable is our priority, and we remain committed to resolving this issue promptly. If you have any further questions or concerns, please dont hesitate to contact us directly.
  Thank you for your patience and understanding as we work to resolve this matter.

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22949774
  
  I am rejecting this response because:
  Homeriver did not communicate anything with me from 2/6-2-13 All that was stated was they couldnt contact the home owner which after hiring an attorney and further research, the owner of my home is the CEO for home river. When they did finally respond they offered to reimburse $250 for space heaters, mind you, that covered 2 rooms. I have a 5 bedroom house, 2 living rooms, a kitchen, and a dining room. I never was able to get through to anyone besides the initial customer service ***** mind you I have every single call recorded. This house was the worse mistake my family could have made and we cannot wait to move as soon as our lease is up. Now you have hired people who do not even speak English to come perform the job and they stated they are only fixing the heating pump, so Im sure once its not we will be right back here waiting for the air conditioning to be fixed  

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

  Business Response

  Date: 03/06/2025

  The issues at hand and have completed all tasks except for the build-back portion of the job. We expect to receive that estimate today and will promptly send it to our client for approval.
  
  We will be seeking a quick approval so we can complete the work as soon as possible. We understand the urgency of this matter and are committed to resolving it quickly.
  
  Please let us know if you need any further information.

  Customer Answer

  Date: 03/06/2025

   
  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.
  They did finally get someone named ****** to contact me & she helped get everything taken care of. Thank you for help. 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am renting a home from Home River Group. My lease states that I owe $0 deposit, because we signed to a surety bond. I have been making monthly payments towards the bond for two years. There is no clause for Home River to make any changes before the end of the lease. However, they ended their connection with the bond company and added a nearly $4000 deposit to my January rent in violation of the lease. They then offered an option of paying nearly $1000 a month towards a deposit for four months until the end of the lease in April. Let me reiterate that the lease ends in April 2025, and they are asking me to pay an extra 4000 at the end of the lease without an updated lease, contract, or any guarantee of renewal. They are demanding I give them nearly $4000 without any legal basis or guarantee with a threat of eviction if I dont. I have contacted an attorney and legal aid, as well as multiple state and local agencies, and we have verified that it is illegal for them to do this. In good faith, I told them that I would pay the deposit if they would write a new lease with a renewal protecting my $4000 investment. I do not feel safe paying $4000 at the end of my lease without any kind of written contract stating that I am supposed to do so or that it is refundable. I began contacting them about the situation in September 2024, and have yet to speak to a human.January, they added nearly $1000 in security deposit charge to my rent. Knowing that this was invalid, I continued to call and email them on a nearly daily basis hoping to get the situation taken care of. They ignored me. I have documentation of hundreds of contact attempts they have never been answered. On the advice of an attorney, I paid my rent but not the invalid security deposit charge. Three days later, they put a notice on my door, threatening eviction. My child found it when he came home from school and was terrified. I have contacted them, repeatedly, and no one will respond.

  Business Response

  Date: 02/10/2025

  Thank you for bringing your concerns to our attention. We understand the importance of clear and timely communication, and we sincerely apologize for any inconvenience caused by the handling of your Rhino bond and the subsequent security deposit charge.
  In October 2024, HomeRiver Group sent a notification informing residents that their Rhino bond, purchased at move-in as an alternative to a traditional cash security deposit, would not be renewable. As outlined in the Rhino agreement:
  "I agree and commit that I will be obligated to pay the Insurer the Tenant Reimbursement amount if I renew or extend my lease with the Landlord and I do not execute a new agreement with respect to such renewal or extension as set above."
  Since a new agreement with ***** could not be executed, a cash security deposit was posted to your ledger in accordance with the terms of the lease agreement and the notification sent in October.
  We acknowledge that our communication regarding this matter fell short of our expectations and your reasonable expectations as a valued resident. Please rest assured that we are actively working with you to address your concerns and provide a resolution. Additionally, we are taking steps to ensure improved communication across our teams by providing enhanced training and coaching for our staff to prevent similar issues in the future.
  Your satisfaction is important to us, and we appreciate the opportunity to make this right. If you have any additional questions or need further assistance, please do not hesitate to contact us

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company to manage my property. I've had issues from the start. The renter did not pay rent for 3 months. And agreed to move out. According to the property manager. The water and electricity was the tenants responsiblety but i ending up paying for the utilities. I had the utilities shut off and the manamgent company turned it back on and turn the water back on in my name. I asked for copies of keys to do my own walk through and they told me the tenant left them in the open mailbox. No key and a lady answered the door. Called management company and they told me to call the police. The lady said she was paying rent to a jamerica worker with an accent that wears a shirt with the property name in it. He was there on 2/1 to pick up rent. I got no help from my property manager. No call back regarding the issues I've had. Also the office is empty. No one is located there. They have people stealing from there company and they don't care.

  Business Response

  Date: 02/20/2025

  HomeRiver Group elected to end management with owner, ******* ****** due to the owner not wanting to follow the landlord/tenant law and disregarding her property management agreement. The tenant got behind on rent, and we recommended filing for eviction, however, we explained to the owner that they have to pay for filing. The owner did not pay the filing fees, and therefore, we did not turn the tenant over for eviction. The tenant reached out and stated he was moving out. The tenant reached out to his property manager, and stated he was out of the unit, and left the keys in the mailbox. Even though the tenant had moved out, he had an unauthorized occupant living in the home who said she was paying rent to one of our maintenance techs. Obviously, this is completely without merit, and we also have vehicle tracking devices which show our tech was not assigned for any services requests at that address. Furthermore, the tech she is blaming is one of our best maintenance technician's we have that consistently receives 5 star ratings on Google. 
  We had encouraged the owner to contact the police department, and to file with the courts for legal possession of the property through an unlawful detainer. Due to the owner not wanting to abide by Missouri landlord/tenant law, we chose not to continue management with this owner. 

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home River Group was told that I moved out and still went through with an eviction. When we told them we would pay the rent we were told well the eviction has been started so we cant guarantee anything really? They had no compassion that I tried to explain my wife lost her job. Couldnt go to court because I cant miss work. The fees they have placed are completely outrageous! They have $3600 deposit from us.

  Customer Answer

  Date: 01/30/2025

  I sent them the message through the tenant log in and they have taken access from me. Although they want me to make payments which is not possible without being able to log in

  Business Response

  Date: 02/04/2025

  Thank you for reaching out to HomeRiver Group and giving us the opportunity to address your concerns. We understand that financial hardships, such as the loss of a job, can be incredibly difficult, and we empathize with the challenges you and your family have faced during this time.
  As a property management company, it is our responsibility to follow the terms of the lease agreement, which includes the timely payment of rent. Unfortunately, when rent for December was not paid and we could not establish contact despite multiple attempts, we had no option but to proceed with eviction filings.
  In January, a property evaluation confirmed that the home was still occupied, which necessitated the continuation of the legal process. The balance reflected on your account represents the amounts owed per the terms of the lease agreement.
  We truly regret that you feel our actions lacked compassion. While we must uphold the lease agreement to ensure fairness and consistency for all residents and landlords, we also strive to support our residents during difficult times. 
  Please know that your account has now been closed, and the security deposit will be applied toward the outstanding balance. Should there be any remaining balance after applying the deposit, the new management company will notify you promptly.
  We appreciate the opportunity to respond to your concerns and wish you and your family the best as you move forward.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22876118
  
  I am rejecting this response because:

  You were contacted several times so saying that you tried to contact us is incorrect  I do have the emails where I tried contacting S ***** We were trying to come up with a plan and since you would not work with us we left on our own free will! You received a large deposit from us 3600 if not more cant remember the exact amount we expected that to be kept to cover rent from the months not paid. Cant even log in to pay anything if we wanted to. So, yes we tried with your company made several phone calls left vm which we have verbally recorded and we have our phone records of trying to reach out. I am not trying to be difficult just wanted to be worked with. We enjoyed the home and loved living there. We do apologize for the inconvenience because we do understand you are a business, but you were not willing to work with us  no return email was ever received let alone a phone call. 

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

  Business Response

  Date: 02/07/2025

  We would be happy to provide further assistance. Could you kindly clarify the purpose of this response to the BBB, as it does not appear to require any specific action at this time? Thank you for your guidance!  

• Initial Complaint

  Date:02/03/2025

  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.

  Prior to move in, my requirements were to place all utilities under my name. I completed all utilities including water and electric. Upon trying to establish trash/sewer, Richland County stated I could not put the service under my name because I am not the owner and that the property management was responsible. I contacted the property management endlessly and it took them 2 months to get a trash bin delivered to the rental. During those 2 months I had to handle taking out my own trash. In December (I moved in June 29), I started receiving charges for sewer as well as penalty fees. To my surprise, they were charging me these fees because I had not put the trash/sewer under my name. Again, according to Richland county I am not allowed to put this service under my name so I am being unreasonably charged for something that is not under my control. If I cannot put a service under my name legally I should not be charged for it.

  Business Response

  Date: 02/04/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration and inconvenience youve experienced regarding the trash and sewer services for your rental property.
  We understand the challenges you faced with establishing the services and the subsequent charges and penalties you received. Upon reviewing your complaint and the restrictions set by Richland County regarding trash/sewer account ownership, it is clear that this situation was beyond your control.
  To resolve this matter, we will work with the third-party service provider to remove the penalty fees from your account. 
  Please allow us 7-10 business days to complete this process and update your account. Should you have any additional questions or concerns, feel free to contact our office at ************
  We appreciate your patience and understanding as we work to make this right.

  Customer Answer

  Date: 02/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:01/29/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have rented a property managed by Home River Group for over 2 years. There has been no issue until December of 2024.I have never been charged a $49.95 fee for an additional property management package. I was not offered the opportunity to opt in or out of the package. When I received my lease renewal package, an addendum had been added to include this additional $49.95 package. I reached out multiple times to have the package removed and was told it was not optional. I have not paid this additional fee at any point prior to this and have no interest in it which I notified them of in writing.The lease also required that I maintain my own renter's insurance. It stated that if I maintained my personal insurance the fee would be removed. I proved proof of the insurance twice to the property manager and was then told I needed to submit it elsewhere. I was also told it would reduce and not remove the additional fee. When the full fee was added to my rental ledger in January I reached out again. I was told that I need to pay the full fee and if I reach out to some other entity with the proof of insurance, the difference will be credited to me. I wrote the property manager multiple emails and sent the proof of insurance directly to her. I told her explicitly that I would not be paying more than what is owed. The fee has not been reduced or ********** addition to the fee, which is egregious considering the owner already pays them a portion of the rental income for service, they are also trying to demand that they be included as an interested party on my personal renter's insurance. This language was added to the lease within their addendum. I am concerned that Home River group is trying to demand an additional $1,248.75 for my 2 year lease agreement by adding a non-negotiable addendum to my lease renewal. I am also concerned about the effort to establish an interest in my personally obtained and financed renter's insurance policy.

  Business Response

  Date: 02/07/2025

  Thank you for bringing your concerns to our attention. We value our relationship with our tenants, and strive to ensure there is transparency in our communications regarding lease terms and fees. We would like to address the points you raised in your complaint. 
  Resident Benefits Package
  The $49.95 fee for the Resident Benefits Package was part of the signed lease agreement and is standard practice for all tenants within our managed properties. This fee was included in the lease renewal, which you signed, and is not negotiable as it covers the costs associated with various management services provided to all tenants. While we understand that this fee was unexpected, it is clearly outlined as part of the lease renewal, and all tenants are notified in advance of the renewal.
  Renters Insurance Requirement and Approval by Second Nature
  As outlined in your signed lease, tenants are covered under the Resident Benefits Package.  If tenants have their own renters' insurance policy, language must be added to the policy in order to get the fee reduced by $10.95.  After you make the change, you can submit the updated policy to Second Nature for approval. Once approved, the monthly reduction will be applied to your account. The language requiring HomeRiver Group to be listed as an additional insured is a common and customary requirement and is in line with industry standards.
  
  We hope this clarifies what is required according to the signed lease renewal.  Please let us know if you have any questions.  

• Initial Complaint

  Date:01/24/2025

  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 am renting ***************** from HomeRiver Group. I got my keys on 1/17/25. I have had nothing but issues over this last week, but the biggest one being a massive plumbing issue. There is no way they didn't know this was a problem prior to me obtaining possession. My house flooded from this on Sunday evening, has flooded more than once since then, and the issue has yet to be fixed. I am unable to live in the home like this as I cannot use my sinks to cook, wash dishes, brush my teeth, wash my hands, etc. Every time I call, I get nowhere and passed around with no real information given. I just want this fixed as mold would have already set in at the property and I have three small children. There's also coolant actively leaking all over my HVAC unit inside the house which is dripping onto the pilot light which is a huge fire hazard. My backdoor leaks are and visible light with a one inch+ gap while the temperatures have continually been under zero in the state of ****. I just want the property livable and hazard free.

  Business Response

  Date: 01/28/2025

  Thank you for bringing these concerns to our attention. We sincerely apologize for the challenges you have experienced at the property.
  After reviewing our records, we confirm that an estimate for the repairs related to water seepage was received on January 27th. This estimate has been sent to the landlord for approval, and we are awaiting their confirmation. Once approved, the vendor will promptly proceed with the necessary repairs.
  For the **** concerns, a vendor has been assigned to assess the issue and provide an estimate. We are actively monitoring both matters to ensure timely resolution and will keep you updated as we progress.
  Our management team will also be reaching out to you shortly to provide further updates and ensure your concerns are addressed. Thank you for your patience and understanding as we work to resolve these issues for you.
  
  

• Initial Complaint

  Date:01/22/2025

  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.

  Our stay at a proper managed by HomeRiver Group has been a roller coaster. Our first issue, which started right away, was the continued clogged bathroom sink. Weeks later, after feeling dismissed, we took it upon ourselves to have it fixed. Issue 2; Over time we started to hear a lot of movement in the attic, right above the office area of the home. We reached out to HomeRiver Group, who sent **************** to come and take a look at what was going on. The representative from Wildlife, informed HomeRiver Group that there was an entrance hole on the outside of the house, most likely made by squirrels going directly into the attic. They advised, that this should be fixed right away. Again nothing was ever fixed. A month or two later, we started to smell this horrible odor coming from the attic, right above the office area. With kids living in the home, we needed this issue resolved ASAP. After HomeRiver group did absolutely nothing, we reached out to a service provider, to come and assist us. The gentleman goes up in the attic and retrieved a large deceased squirrel. The cost for this service was paid directly by us. Currently, the refrigerator has completely stopped working. Issues with the refrigerator started occurring in August, in which we reported to HomeRiver Group back then. But yet again, HomeRiver Group dismissed our request for maintenance assistance. Last week Thursday, we directly reached out to the manager, who advised will send someone out that following Monday, but we insisted that we needed someone out right away. The next day the worker came. He explained to us and to HomeRiver Group, that the refrigerator couldnt be repaired. HomeRiver Group assured us, the replacement refrigerator would be here that following Monday, but its still not here, because management admitted to having wrong address and never ordered the replacement. We have lost all of our refrigerated foods. Having no refrigerator with kids, is unacceptable and inconsiderate.

  Business Response

  Date: 01/27/2025

  Thank you for sharing your experience, and we sincerely apologize for the issues you've encountered during your time with us. We understand the frustration and inconvenience this has caused,
  We take your concerns seriously and regret that our response to your maintenance requests did not meet your expectations.
  Regarding the clogged bathroom sink, we have reviewed this request and see we had not received owner approval for the repair and we apologize for the oversight. You mentioned this being resolved however, if this repair is still needed, please let us know right away so we can send a vendor.
  The attic and squirrel issue was handled by the owner of the property and a wildlife vendor per our records. The owner contacted this company directly. After speaking with the owner, they stated the wildlife issue had been reported as resolved. Please let us know if you are still experiencing an issue with this so we can have the company contacted to come back to the property.
  For the refrigerator issue, we completely understand how important it is to have a functioning refrigerator, especially with children in the home. We apologize for the delay in replacing the refrigerator and for the miscommunication regarding the order. The owners have been provided estimates for this and have also stated they have contacted an appliance repair company on their own. We have followed up with them on this for a response. In the interim, there is a mini fridge in the home that can be utilized temporarily until the repair is made.
  We greatly appreciate your patience and feedback. If you have any further concerns or need immediate assistance, please don't hesitate to contact us
  

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22838210
  
  I am rejecting this response because:
  
  To deny a request to come fix a sink is unacceptable by a landlord!!! Also we paid for the squirrel removal from the attic. The landlord refused to have *** do the work to fix the hole. *** provided a work order, and the landlord refused to do anything!!! So when the awful smell started coming from the attic we called PMI back out to come see what was the issue, and it was a deceased squirrel in the attic. We paid out of our pockets to have that large squirrel removed, because again, the landlord refused to do anything!!!! (Proof of payment for this service is attached),,Also as for the refrigerator, how can we fit $300 of groceries in a wine fridge that can hold only a small amount of wine bottles???? We lost our entire freezer of food. How dare you say, put it in a wine refrigerator!!!! 
  Sincerely,
  
  ********* ******

  Business Response

  Date: 02/10/2025

  Thank you for reaching back out. We truly understand your frustration, and we sincerely apologize for any inconvenience you experienced.
  Regarding the sink issue we see this was an oversight. Our intention is always to ensure that repairs are handled promptly and effectively. The expectation was shared with the owner regarding the sink and that repairs should have been made by one of our vendors or a contractor of their choice. We apologize again that you ended up making the repairs on your own to fix the issue.
  The attic and squirrel issue was handled by the owner of the property and a wildlife vendor per our records. The owner contacted this company directly. We were not aware that any repairs for this were paid for out of pocket during our tenancy. After speaking with the owner, they stated the wildlife issue had been reported as resolved.
  Regarding the refrigerator, we understand that the wine fridge was challenging for storing groceries and was meant to be a temporary resolution. We were informed this was strictly a mini fridge.The owners were provided estimates for this and decided to contact an appliance repair company on their own. Unfortunately, the inclement weather caused delays with the appliance repair vendor making it out to the home early in the week as anticipated and the soonest available date for reschedule was after you had vacated the home upon lease expiration. We advised you to please file a claim with your renter's insurance for loss of food, as this falls under personal property.
  We recognize your experience with us did not meet your expectations and we apologize, as we always aim to provide exceptional customer service. We appreciate your feedback and your time with us as a tenant

• Initial Complaint

  Date:01/16/2025

  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.

  In ***** *** have lived at this property for 5 years. The property manager has changed countless of times. I recently got an email talking about renters insurance and how I have it through the Resident Benefits Package we pay monthly for. I was not aware this was the case and have been paying $20-$30 a month because we are required to carry it. Not knowing who Im supposed to reach out to, as the last contact we had disappeared and their email gave a kickback that they are no longer with the company but it doesnt state who to reach out to instead. So I put in a meld (work request) for an answer to my question of renters insurance and if its already included and if I need to stop paying for an additional policy. We get a text to reach out to the *** Ok cool. Can you give me their info? I was told no. They cant but I can find it online when I login. That info isnt anywhere to be found when I login. So I mention that in my text response back. They stated theyve let the ** know and they will be in touch with me. Here we are over a week later and no one has reached out. How can you not give me the contact info for the person in charge of my property and why has no one reached out? This isnt the first complaint and Im sure it wont be the last. If housing/moving wasnt crazy sky high, we wouldnt still be living here. I feel like they know this and thats how they get away with being a horrible company to rent through.

  Business Response

  Date: 01/17/2025

  Thank you for reaching out to HomeRiver Group and giving us the opportunity to address your concerns. We value your satisfaction and sincerely apologize for any inconvenience caused by the lack of information previously provided.
  After reviewing your lease renewal, wed like to highlight the details on page 16 regarding the Resident Benefits Package and its included features. Additionally, page 17 provides important information about the renters insurance requirement. If you already have coverage in place, please submit your policy for review by visiting ******************************************* following the provided instructions. This will allow us to verify your evidence of insurance.
  Once your policy is approved, you will qualify for a $10.95 discount on the Resident Benefits Package. To ensure the discount is applied promptly, please notify your Property Manager, ******** ****, at ********************************************************** after completing your submission.
  We appreciate your attention to this matter and are here to assist with any further questions or concerns. Please dont hesitate to reach out if we can help.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22818779
  
  I am rejecting this response because:

  I know what my lease states and if you did a little research, you'd see that I provided documentation for my policy with Homesite (Policy #********). The policy term is 7/13/2024-2025. And, it actually looks like you and your company have still been charging me $49.95 a month since my leased renewed in June. The $10.95 discount for the last 8 months needs to be refunded. So there's another issue that I need corrected on your end before I agree to accept any type of response given by this company. 

  I also do not accept how I was treated by your employees when I asked for a contact name and number and was told that they were not allowed to give that information out and that I can find it online. But yet...here you are giving out that contact information to a very public domain but someone who rents from you. ****! And also, the fact that we were told that the property manger should be reaching out and never did. This is exactly how this company has always operated. The fact that I had to reach out through the BBB to even get a response from anyone at this company is ludacris. I'll email this ******** lady but I GURANTEE I wont hear a single thing back. Especially now that HomeRiver seems to have sold to yet another company. Will that be your excuse for not helping me going forward. I wouldn't doubt it. 

  
  ****** *****

  Business Response

  Date: 01/22/2025

  Thank you for reaching out to HomeRiver Group and providing the necessary information regarding your concerns. Upon review, it appears that we did not receive your proof of insurance until yesterday. Based on this update, we have submitted your policy information to our accounting team, and they will be issuing a credit of $10.95 for the past seven months.
  We also understand that you were able to connect with the Property Manager yesterday, and she has addressed your concerns. If there are any remaining issues or additional assistance needed, please dont hesitate to contact HomeRiver Group directly. Were here to help and ensure your experience with us is a positive one.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22818779
  
  I am rejecting this response because:
  

  for starters, I submitted POI through the third party company that you require us to submit through. If your company doesnt communicate with them properly, then that is not my fault and your company should do something about that. 
  

  I did finally get in contact with the ** but still throughly confused as to why it took me reporting a complaint to the BBB before your company would give me the contact info. You can post it here for everyone to see but cant give me that information directly through private email or text. Seems odd and a weird way to operate a business. 

  Im also rejecting this until I see that Ive been refunded said funds because after 4.5 years of renting through yall, and having past problems, I simply do not trust that anything will get done unless I have an open complaint with the BBB. 

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