Complaints

This profile includes complaints for HomeRiver Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HomeRiver Group

  12906 Tampa Oaks Blvd STE 100 Temple Terrace, FL 33637-1154

• 

  HomeRiver Group

  1 Chase Corporate Dr STE 400 Hoover, AL 35244-7001

• 

  HomeRiver Charlotte

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

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  Homeriver Group

  600 W Cermak Rd Unit 2a2 Chicago, IL 60616-2268

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  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 currently rent from this agency. Upon moving in (paying double deposit when both credit scores were above 650) and speaking with the leasing agency she told us we would be able to arrange a payment plan for the deposit that never came around. We get 1 month behind on rent but not missing making partial payments they file for eviction an dont accept payment arrangement after numerous of emails Im 20 with custody of my children an work at ********* and just ask for payment plan until I can file my taxes. They refused filed eviction and request full amount . No care for human decency but will make the news the children services even said this is unacceptable why charge me double deposit to move in a scam when you I barely made fit to get approve for income. Trying to destroy my credit already. Sickening. Not to mention they fail to check the mail for rent then charge late fee an then add the rent from mail this is diabolical

  Business Response

  Date: 01/22/2025

  Thank you for bringing your concerns to our attention. At HomeRiver Group, we value open communication and strive to work collaboratively with our residents to address any challenges. Our records indicate that we have been in contact with you regarding the outstanding balance since September 2024, and weve explored various options to help resolve the situation. Unfortunately, the balance remains unpaid, leading to the initiation of eviction proceedings as outlined in your lease agreement.
  We understand that financial difficulties can arise, and we want to ensure clarity about the lease terms. Rent is due on the 1st of each month and must be received by the 3rd to avoid late fees. Please note that for payment purposes, the date of receipt by the landlordnot the postmark datedetermines timeliness. In cases of default, the lease allows the landlord to file a dispossessory action in the county where the property is located.
  Signing a lease is a commitment to these terms, and while enforcing them is necessary, we remain committed to maintaining respectful and constructive communication throughout the process. Our team has provided updates about the balance owed and has communicated that paying the full balance is required to halt eviction proceedings.
  If there is any additional information or assistance we can provide, or if you have questions about your lease or payment options, please do not hesitate to contact us. We are here to help and work with you wherever possible.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22808831
  
  I am rejecting this response because: post date ant the time you all retrieve your mail daily as i ocur charges are seperate . and ***** was our leasing agent and told us and our mom who helped us that due to high deposit we could have a payment plan for double deposit. immediately after we signed lease and was demanded full payment . 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/23/2025

  Thank you for reaching out and sharing your concerns. We understand that financial matters can sometimes be challenging, and we want to ensure full clarity regarding the lease terms and previous communications.
  As stated in your lease, rent is due on the 1st of each month and must be received by the 3rd to avoid late fees. Please note that for payment purposes, the timeliness is based on the date the payment is received by the landlord, not the postmark date. Additionally, in cases of default, the lease permits the landlord to file a dispossessory action in the county where the property is located.
  Regarding the security deposit, our leasing specialist explained during the application process that, unfortunately, the property owner was unable to accommodate a request to split the payment.
  We also note that you moved into the property five days earlier than the lease start date, and it was communicated at that time that all payments were returned. As a result, the account was referred to collections.
  We hope this provides clarity, and we remain committed to working professionally and respectfully to address any further questions you may have. Please let us know if there is any additional information we can provide.

• Initial Complaint

  Date:01/07/2025

  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 have been renting a house managed by Home River Group since July of 2023. I have had nothing but issues from the beginning. 1. Day of move in * was promised a refrigerator and they never provided one, had to purchase my own.2. I pay for a benefits package that includes air filters every 3 months and I have never received any, had to buy my own.3. Upon renewal of my lease they tried to charge me a second security deposit due to the fact the the 3rd party they were using for security deposits Rhino parted ways. They tried to charge me a second security deposit twice the amount of the first. We settled on a certain amount only because I was unable to move at the time.4. My processing fee went from $1.95 to $61.95 due to them not getting the original security deposit, extorting money. 5. Tenant portal to leave messages, never get responded back to, either does emails or phone calls.6. Tree was falling in backyard and I asked them to take care of it before it collapsed and they never did, tree fell and now they said it was my problem.7. Fence fell down and took them 2 months to replace and when they did only replaced half the fence, when the entire fence is falling over.

  Business Response

  Date: 01/21/2025

  Thank you for reaching out and allowing us the opportunity to address your concerns. We truly value your feedback and are committed to ensuring a positive experience for all of our residents.
  Regarding the events from 2023, we understand your perspective and appreciate the opportunity to clarify. Our records indicate that the landlord offered to purchase and deliver a refrigerator for the property. However, you opted to purchase one on your own and were informed that you could take the refrigerator with you upon vacating the property. If you preferred for the landlord to provide the refrigerator, that option was available at the time.
  For the filter delivery service, we acknowledge the inconvenience caused and show that our team addressed this by crediting your account for the charges. Additionally, we confirmed the correct filter size, and filter deliveries are now active for the property.
  Regarding the Rhino bond, you were notified on July 15, 2024, that Rhino and HomeRiver Group had ended their partnership, and a cash security deposit would be required. Your Rhino bond expired on July 14, 2024, and the landlord kindly allowed 60 days to submit a cash security deposit. To assist, the landlord reduced the amount due to half of the original Rhino bond and offered a payment plan to ease the financial burden.
  On the topic of payment processing fees, these are assessed by the software provider when using a credit card. We encourage you to set up ACH payments through your bank, which are free of charge.
  Regarding the tree removal and fence repair, we sincerely apologize for any delays. A vendor has been scheduled to remove the tree, and our records indicate the fence was reported on July 10, 2024, and repaired on August 9, 2024.
  We regret that your experience has not met your expectations and truly apologize for any frustration caused. We encourage open communication and welcome the opportunity to address any concerns in a timely manner. Please do not hesitate to contact us directly so we can work together to resolve any issues promptly.
  Thank you for bringing these matters to our attention. We are committed to improving and ensuring your satisfaction.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22777031
  
  I am rejecting this response because:
  

  They provided false information.

  The landlord never offered to buy a refrigerator that is the reason I had to purchase one on my own, since I was forced to buy a refrigerator that is why at this point in time I do not need the landlord to purchase. I have all the communication from the tenant portal and emails and not one states the landlord was willing to provide a refrigerator that should have already been in the rental to begin with. 

  I have not received a credit for the air filters as of yet as they stated in their reply and have yet to receive any air filters.  

  I asked when the tree was in jeopardy pf falling and to prevent any damage they sent someone to assess the situation and I was told there was nothing they could do, the tree fell and I was told it is my responsibility to remove the fallen tree. 

  I have asked the property management group to come to a mutal agreement to release me of the lease early, do to the ongoing isuues, lack of communication and negligence on their part and was told no. I wish to pursue further action and would like to be provided with information on obtaining a lawyer and would like to seek legal action. 

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

  Business Response

  Date: 01/22/2025

  Thank you for taking the time to share your concerns with us. We appreciate the opportunity to address them.
  Upon review, we can confirm that on January 9, 2025, a credit of $180 was applied to your ledger, which you can view by logging into your resident portal. Were truly sorry to hear about your dissatisfaction with HomeRiver Group and the challenges youve experienced.
  We take your concerns seriously and will be connecting with our internal team to discuss the property and your request to terminate the lease early. Once we have an update, we will reach out to you directly to provide further information. Please dont hesitate to contact us if you have any additional questions or concerns in the meantime.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22777031
  
  I am rejecting this response because:
  

  I see the 180 in the ledger for the air filters, but still have yet to receive any for this quarter.  Also you just now put in a work order to look at the fallen tree, when I clearly stated that the first initial request was back in August of 2024, so why care now and was told it was my responsibility after the tree had fallen. I've already trimmed the tree and my own expense. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/03/2025

  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.

  We are residents that have a monthly rental agreement with Home River Group where our rent is auto deducted once a month at the beginning of the month. At the beginning of January 2025, our rent was deducted from our bank account twice. When I called *** the first time to ask why it was taken out twice and for it to be credited back, the customer service *** said it shows on our ledger that there is a credit that has been applied and she did not know why it was taken out twice and gave me another phone number to call with Resident Portal Assistance. When I called the Number, it rang several times and then asked me to leave a voicemail. I called several more times and still the same thing, so I called HR back and got a different customer service ***. **** customer service *** did not have an explanation either for why it was taken out twice and said that a check would be sent within the next 10 days. When I asked to speak to a supervisor or manager, she said that was not an option and I told her that was unacceptable. After ***eatedly asking for answers to why it was taken out twice and to speak to a supervisor or manager, she said that I could email a supervisor. I told her that was unacceptable and I need to speak to someone directly about my issue. she then said a supervisor would get back with me within the next 24 to ************************************************************************************************* I told her that was bad customer service and that she needed to listen to my concerns instead of being concerned about getting to the next caller. I ***eated that I do not understand why it could not be directly credited to our bank account instead of waiting for our initial rental payment to post when we have been current each month and that was their error that two payments were taken in the first place. I am extremely frustrated and disappointed with our experience with Home River Group in the past year and a half. HRG, you can do better.

  Business Response

  Date: 01/14/2025

  Thank you for reaching out to HomeRiver Group to share your concerns. Upon reviewing your account, it appears that you inadvertently set up two payments for automatic draft. In collaboration with you our team identified the issue and promptly removed the duplicate payment to prevent this from occurring in the future.
  Please note that HomeRiver Group must confirm that the payment has successfully cleared before issuing a refund. This process typically takes 10 business days. Accordingly, your refund is scheduled to be processed and returned to you via ACH on January 15, 2025, to ensure timely delivery.
  If you have any further questions or concerns, please do not hesitate to contact us. We value the opportunity to assist you.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22762285
  
  I am rejecting this response because: we did not set up an additional payment to be made and the process to receive our money back is unacceptable.
  

  A customer service *** contacted us in October 2024 and said we needed to make a rent payment. We told them we were already set up for automatic rent payments and have been for 2 months. I do not understand why *** does not have a system in place to flag anything like this. We have been current on our monthly rent payments and we did not set up an additional payment to come out starting January 2025 (why would we do that in the first place?). In addition to this, why would you keep an additional payment in case the first one doesnt go through? If the first one doesnt clear, why would the second one? And if an automatic payment was taken out, why is a check within 10 business days from now the only option? What about reversing the payment and using direct deposit?
  

  If the only option is where were at now to get our money back, we have no other choice but its a poor one at that. To get the runaround, get different answers from customer service ***s and not be able to speak to a manager about this directly is poor customer service. This is one of the reasons why we were hesitant to do business with *** and unfortunately this experience has only reinforced it. 

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

  Business Response

  Date: 01/15/2025

  Dear Mr. ****************** you for reaching out to us. We understand your concerns and would like to clarify the situation regarding the auto payments on your account.
  Our internal team previously informed you that two separate auto payments were set up. One was initiated on August 1, 2024, with no end date, and another was established on January 1, 2025. To assist further, we are happy to resend the information, including the payment setup details, for your review.
  Additionally, our VP of Operations reached out to you on January 7, 2025, at 10:15 a.m. and left a voicemail. However, we have not yet received a return call.
  We sincerely apologize for any inconvenience this matter may have caused. Please know that HomeRiver Group has been actively communicating with you since January 3, 2025, to address your concerns.
  If there is anything further we can do to assist or if you would like to discuss this matter in detail, please dont hesitate to contact us. We are here to help.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22762285
  
  I am rejecting this response because: I have already responded on what I needed to be done, so no I am not satisfied with your decision. I responded via email to an email from ****** West on January 8 that both deductions had cleared and requested our check be sent. ONCE AGAIN, we did not set up another recurring payment for January and are extremely frustrated and disappointed with HRG. It has been more than 10 business days since both payments cleared and still no check. I did receive a call from a *** with HRG, but I am no longer interested in that course of resolution because I wanted to talk to someone much sooner than that and only got a response because of my complaint to BBB.

  Once we receive our check (which I thought wouldve been by now), I will consider removing my complaint and move on. Until then, I will keep my complaint active. 

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

  Customer Answer

  Date: 01/27/2025

   
  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:01/02/2025

  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 would absolutely give 0 stars for home river group if I could. The last couple of times I have signed my lease has been a nightmare and officially ending my lease and moving out has been another nightmare. They are not organized and do not even know when peoples lease ends. My lease ended November 2022 and didnt sign a new lease until February 2023 after multiple follow *** with the property manager. They then tried to increase my rent and giving me less than 30 days notice of the rent increase, and per my lease it says they must give 45 days notice of a rent increase. Then the same thing happened when my 6 month lease ended in July. I only received a lease renewal when I reached out to them and they had it starting a month after my lease technically ended. At this point I decided to get out, I gave them my 45 day notice per my lease. I told them I would moving out 08/31/23, I paid august rent in full but somehow the property manager had it marked as 08/06/23. Its a good thing I had majority of my stuff out because the property manager went ahead and had it cleaned and locks changed at some point before 08/18/23. I still had several cleaning items at the house that were stolen by the cleaning company, I was also deducted a cleaning fee out of my deposit even though I was supposed to be able to have access to the house until 08/31/23. They also prorated my august rent to an amount that doesnt match any dates listed. I have asked for the prorated amount to be to the date of 08/18/23 but of course the accounting department is not responding.I highly do not recommend renting a property from home river group. Its been a horrible experience and such a headache getting my things back from the cleaning company.

  Business Response

  Date: 01/09/2025

  We are sorry to hear about the difficulties you faced with lease renewals and the notice period for rent adjustments. We strive to ensure our processes are clear and efficient, and we regret that this was not your experience. We will review our procedures to prevent similar issues from occurring in the future.
  
  Regarding the early cleaning and lock change, we apologize for any oversight and inconvenience this caused. Your belongings and access to your property are important to us, and we are actively addressing this matter with our team to ensure better communication and coordination.
  
  We understand your concern about the prorated rent and have reached out to our accounting department to expedite the resolution. We are committed to addressing this as quickly as possible and will keep you updated on the progress.
  
  Thank you for bringing these matters to our attention. We hope to have the opportunity to restore your faith in our services. If there's anything further you would like to discuss, please feel free to contact us.

• Initial Complaint

  Date:12/27/2024

  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.

  This is the second time in 2 weeks that our electric/heat has gone out. Homeriver *********** only takes messagesdays w no response. They sent electrician after no heat for 3 days the first time. When he left he said there was hot spot behind the drywall could be exposed electric. He was to let management know and we have heard nothing. Christmas Day our power and heat went out again for the second time.. today is the third day again w no heat or electric. A work order was canceled yesterday saying somebody was coming out and nobody came. Email today said I had to fill out another work order and no one will be out till at least Tuesday. Thats four more days.! Temperatures are cold. Weve had to take off work two days one of which no one ever came. Weve lost food , work time, are in the cold and have no alternative place to go. They offer no adjustment to rent for inconvenience and unacceptable customer service. Temperatures are dipping into the 30s at night. This company is totally nonresponsive. you cant ever talk to a live person within the company management. Our dishwasher hasnt worked since we moved in. Small maintenance issues take forever and now Im worried about a fire hazard for exposed electrical behind our drywall according to their electrician. Who knows if anybody will even come on Tuesday and now I have to take another day off work just in case? We could really use some help dealing with these people and getting these issues resolved. Thank you.

  Business Response

  Date: 02/27/2025

  HomeRiver Group has carefully reviewed the concerns raised by Mr. *************** We would like to note that Mr. ******** vacated the property on January 13th, 2025, which was just under a month and a half before this complaint was received.
  
  
  Prior to vacating the property, HomeRiver Group fully refunded ********************** rent and 6 days of his December rent.  This refund covered the entire period from the day he reported the issue up to and including his vacate date of January 13th, 2025.  Additionally, the refund included the remaining prepaid rent for the period from January 14th to 31st.  Mr. ********** security deposit was also fully refunded.
  
  
  Given the timeframe that has passed since Mr. ******** vacated the property, and considering the rent and security deposit refunds that were provided, HomeRiver Group believes that this matter was appropriately resolved at the time Mr. ******** left the property.

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting from Home River Group. They double charged rent. I did not pay the double charge and got late fees for this. The following month the extra charge was gone, but late fees remained. The company charged late fees for not paying the original late fees. I was told it would be corrected and it wasn't. The company kept $1700 of my deposit. They charged $1050 in late fees and the last month I have two rental charges again for the last 7 days there. I don't know who to contact legally. This company is very dishonest the is the 2nd time I have been mischarged. The first time took 9 months to resolve. This time it wasn't resolved at all.

  Business Response

  Date: 01/06/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to address the issues you've raised regarding your account. After a thorough review of your account and payment history, we would like to provide some clarification regarding the charges and the steps taken to resolve your concerns.
  Firstly, we acknowledge that an error occurred with a double charge for your prorated rent amount in November 2024. This mistake has since been corrected, and a refund in the amount of $389.17 was issued to you via check under reference number ****** on 12/05/24. We apologize for any inconvenience this error may have caused and appreciate your patience as we worked to resolve it.
  Regarding the late fees on your account, our review indicates that these fees were charged in accordance with the terms outlined in your lease agreement. Specifically:
  September and October Late Fees: It appears that your account did not reflect a full balance payment for these months, resulting in late fees being assessed.
  November Late Fee: A late fee was charged because the prorated rent amount for November was not paid on time, which is why this charge was deducted from your deposit.
  We understand that these charges can be frustrating, but they are aligned with the lease terms that were agreed upon at the start of your tenancy. If you would like a more detailed breakdown of the charges or have additional questions, wed be happy to provide further clarification.
  We are pleased to confirm that your account is currently at a $0 balance, and there are no outstanding charges. Therefore, everything should now be resolved, and we should be good to go from here.
  Thank you again for bringing these matters to our attention.
  Best regards,

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22712603
  
  I am rejecting this response because

  All late fees charged were because of being double billed in September. At the same time the property manager sent a new lease that had incorrect charges she said a revised lease to sign and nothing was sent. We paid the original amount agreed upon for monthly rent. I received an email from the property manager stating $900 would be credited to my account which would have left a credit balance in September which she also stated in this email. The credit was never applied and so the account continued to show a deficit. In October I paid all charges except late fees which again your employee ******* said was going to be credited. I received late fees October for not paying the late balance. In November I was told the situation was still being worked on.

   November is the only late payment since I was waiting on a final bill.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/07/2025

  Dear ***** *******,
  Thank you for taking the time to follow up on this matter and for providing additional details regarding your concerns. We appreciate the opportunity to address the situation further.
  After a thorough review of your account, I would like to clarify a few key points and provide a detailed breakdown of your ledger to address the issues youve raised.
  Account Details and Clarifications:
  Rent Increase and Charges in September 2024:
  The late fees associated with your account began in September 2024 due to the rent increase outlined in the lease renewal document. The renewal specifies on the first page that if the renewal was denied, rent would increase to $2,095 per month, plus a $100 month-to-month fee.
  $900 Credit Inquiry:
  Unfortunately, there does not appear to be any reason to apply a $900 credit to your account for September 2024. However, ******* was able to address and resolve the double rent charge of $1,895, which corrected your account balance.
  Payments and Remaining Balances:
  

  Below is a detailed breakdown of your account ledger for your review:
  

  September 2024 Charges
  Rent: $2,095
  Month-to-Month Fee: $100
  Utility Fee: $50
  Resident Benefits Package (RBP) Fee: $39
  Total Due: $2,284
  September 2024 Payments
  08/31/24 Payment 1: $700
  08/31/24 Payment 2: $1,345
  Total Paid: $2,045
  Remaining Balance: $239
  Late Fee Applied for Unpaid Balance: $325
  
  October 2024 Charges
  Previous Balance: $564
  Rent: $2,095
  Month-to-Month Fee: $100
  Utility Fee: $50
  RBP Fee: $39
  Total Due: $2,848
  October 2024 Payments
  10/03/24 Payment 1: $1,000
  10/03/24 Payment 2: $1,470
  Total Paid: $2,470
  Remaining Balance: $378
  Late Fee Applied for Unpaid Balance: $325

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22712603
  
  I am rejecting this response because

  Our lease renewal is in April. We received this in August. When we received the new lease it had an initiation fee, the utilities amount changed and the package that includes the filter had been added. This was originally waived because my husband gets them from a colleague that works for a furnace company. We asked ******* about these fees. ******* said she was sending a new contract which if you look at attached email she does state since we never received the new lease, that is why she said we were being credited. She was waiving the extra charges except the utility increase and because we did not get a new lease sent she was waiting the late fees. This email was sent in October so per your employee our late fees from September and October should have been removed. When your employee tells us the monthly amount will be different and she also fails to send a new contract we have no way of knowing the amount needed. We paid the higher amount in October to cover charges for everything but the late fees. Since these were due to ********* management. Also per her email saying she was applying $920 that would have covered the difference. If your employee is misinforming us we should not be penalized for believing what she said. We have multiple emails sent. She does not respond immediately. We have emails with *******.Intermountain RC Team whom said they could not reach ******* either, and we were given another property manager to speak with in November who said to wait for ******* and accounting to reach a final amount needed. I will agree to the November late fee even though I was told to wait for a resolution, but should not be liable for charges your employee said would be waived

   Also with ********* failure to provide a new lease we did not have a correct amount to go off of. If you would like all the additional emails showing my attempt to reach ******* for resolution I can send them also.

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

• Initial Complaint

  Date:12/17/2024

  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.

  The problem here is that on 12/10 $587.50 worth of eviction filing fees and attorney fees was added to my ledger. First of all i had no knowledge that an eviction was filed. No one never mentioned neither did I receive any letter or email to vacate. ****** is that a tenant has to be notified to either come up with the past due amount or vacate in xyz number of days. I never received an eviction notice, so how is it that you filed and had an attorney and I dont have any knowledge of a filing, a date, a lawyer, or nothing. Show me where you filed because if so, this is illegal because I the tenant had no knowledge. Never even heard from an eviction specialist until the day they received my rent in full. I had been in constant communication with *** about me sending my rent via money order due to inactive portal. The charges were added when my account was at 0 balance. If you filed why not add it to my ledger when you filed? I feel as though these charges were just fraudulently added to my ledger after being bought to current status. I shouldnt have to pay for those fees when I was never notified of an eviction or filing. It was never filed. If it was I wouldve been made aware. Either way, Thats illegal to file without notifying the tenant. A demand notice and a pre-eviction notice is not an eviction notice and you all know that. It says its not an eviction notice in bold print. So again, how is that you filed without a eviction notice. Youre saying because you filed but how did you file when you never sent a notice stating that you were filing. This is wrong and Im utterly disgusted in fees being added to my account almost a week after it was at 0 balance. I just paid everything off per my agreement with ***. Moreover, I would like for the filing and attorney fees of $587.50 be removed from my ledger because the only way you can file is if you have served the tenant an intent to vacate (Eviction notice) and I never received any notice.

  Business Response

  Date: 12/19/2024

  Thank you for bringing your concerns to our attention. After a thorough review of your account, we have found that rent payments for October and November were not received until December 3, 2024. As outlined in your lease agreement, rent is due on the 1st of each month and considered late if not received by the 5th.
  In accordance with our policies, a pre-eviction notice was issued on October 7, 2024, followed by an email reminder on October 8, 2024, regarding the outstanding balance. A formal demand letter was sent on October 11, 2024, as the payment had not been received by that time. Subsequently, in November, an eviction filing was initiated due to the continued non-payment and lack of communication regarding the balance owed.
  The charges associated with the eviction proceedings were applied in accordance with the terms of the lease agreement. We encourage you to refer to your lease for further details regarding rent payment deadlines and associated fees. If you have any additional questions, please dont hesitate to reach out to our office for clarification.

• Initial Complaint

  Date:12/17/2024

  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.

  Rented a house by this group ***************************************************************************** for a year and a half. Cracked foundation, pealing paint off the walls, blinds that just broke apart from lifting them up, outrageous rent and rent hike after being there for a year, owner didn't keep up with outside pest control as stated they were to do in the lease, toilet hooked up to hot water making the electric bill higher and causing black mold constantly, highly uneven floors, tile on the floor so sharp it would cut our feet, no smoke detectors, no ventilation, vent above stove fell off, vent on stove not attatched to any way to ventilate the steam from cooking so we had to open windows, outlets not being attatched in the wall and just free hanging, not enough outlets to be up to code, most of the house is not even close to being up to code, and it's been close to 60 days with no deposit back or contact. After all we went through and had to deal with from the house being crappy and I have 0 idea how they are still able to rent it, we should get our deposit back and that house should not be up for rent again unless it is fully fixed. A city inspector should go look at it. We want our deposit back, for this house to be fully taken off the market, and truly inspected so others do not have to deal with what we did.

  Business Response

  Date: 01/02/2025

  Good Afternoon, 

  A partial security deposit was mailed via certified mail on 11/14/24 to the forwarding address provided: ****************************************. I am attaching a copy of the move out inspection showing the damages the tenant was charged for upon move out as well as the check that was mailed. I just tracked the ** that was mailed and it looks like it was returned to HRG because it was not accepted at the forwarding address. We will reissue the check. 

  Thank you

   

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22686627
  
  I am rejecting this response because:

  The response they sent was an outright lie they did not send the deposit back on November 13th. We just got the check which was only half today Jan. 28th. The check is dated Jan 3rd so no they did not sent it on nov. 13th as they claim. Have files attached of the proof from the check. This is not an okay outcome.

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

  Business Response

  Date: 02/04/2025

  The deposit refund owed to the tenant was mailed on 11/14/24. I'm attaching a copy of the initial check that was sent to the tenant and then returned to us. Accounting had to recut the check, hence the ******* date on the check they did receive. They did not receive their full refund due to damages to the property when they vacated, which is also detailed in the attachment.

• Initial Complaint

  Date:12/12/2024

  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.

  moved in to home 08/23/24. Let landlord know immediately about toxic mold in home. Landlord refuses to resolve this matter and claims it is black discoloration however will not clean it out of home nor will they fix the problem.

  Business Response

  Date: 12/17/2024

  Thank you for the opportunity to respond to the concerns raised by the resident. We take resident satisfaction seriously and strive to address all reported issues promptly and thoroughly.
  Upon move-in, the resident reported discoloration in the bathroom. This matter was addressed and resolved within 14 days of the initial report. On November 28, 2024, the resident reached out again regarding concerns about discoloration on the wall. This issue was promptly investigated and fully resolved by December 7, 2024.
  HomeRiver Group has acted swiftly and diligently to address all concerns raised by the resident. If the resident has any additional issues or requires further assistance, we encourage them to reach out to us directly so we can ensure their concerns are resolved efficiently. 

• Initial Complaint

  Date:12/10/2024

  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 entered into a rental lease contract agreement with HomeRiver Group which was for the term of 9/30/2022 through 9/30/2023 and renewed that lease for the term of 9/302023 through 9/30/2024. I paid a deposit of $3, ****** code 44-7-34, in pertinent part, reads "(a) Within 30 days after obtaining possession of the premises as provided in subsection (b) of Code Section 44-7-33, a landlord shall return to the tenant the full security deposit which was deposited with the landlord by the tenant. No security deposit shall be retained to cover ordinary wear and tear which occurred as a result of the use of the premises for the purposes for which the premises were intended, provided that there was no negligence, carelessness, accident, or abuse of the premises by the tenant or members of his or her household or their invitees or guests. In the event that actual cause exists for retaining any portion of the security deposit, the landlord shall provide the tenant with a written statement identifying the exact reasons for the retention thereof, which shall include the comprehensive list of damages prepared as required by Code Section 44-7-33, if the reason for retention is based on damages to the premises. When such statement is delivered, it shall be accompanied by a payment of the difference between any sum deposited and the amount retained. As today is 62 days from the end of my lease and my departure from the rental premises at ************************************************************************************************* law dictates that HomeRiver Group has forfeited their right to retain any portion of my deposit. The law further states that a landlord that unlawfully withholds a security deposit from a tenant is required to pay the tenant three times that deposit.

  Business Response

  Date: 01/07/2025

  ear Ms. ***************** you for bringing this matter to our attention. We sincerely apologize for any inconvenience or frustration this situation may have caused you.
  Upon reviewing your communication with our office, we understand that HomeRiver Group had not received a forwarding address from you, and any correspondence would have been sent directly to the property address. Once we received the forwarding address from you, we immediately contacted our internal team to expedite the return of your full security deposit. We also understand that you had filed a lawsuit against HomeRiver Group and indicated that you would settle if your filing fee of $54.00 was refunded.
  Based on the tracking information in our records, both the full security deposit of $3,450.00 and the filing fee of $54.00 have been successfully delivered to the forwarding address you provided.
  We truly value your understanding and patience throughout this process and are pleased that we could resolve this issue to your satisfaction. If you require any further assistance or if there is anything else we can address, please do not hesitate to reach out.
  Thank you for allowing us the opportunity to rectify the situation.
  Warm regards,