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

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

• 

  HomeRiver Charlotte

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

• 

  Property Frameworks

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

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:12/09/2024

  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 rented a property from the company for several years. I received a notice to vacate letter on November 1, 2024. Subsequently I have tried to communicate with the property manager on next steps. I have several documented attempts of trying to properly communicate as a tenant however, I did not reciprocate any response in return. I called the helpline only to find out that the property manager had been changed. I then reached out to that individual with no response. My issue is that I want to follow the law and my obligations to the fullest extent, however, this is the worst experience Ive ever had with a landlord, tenant relationship. The only thing I want to do is understand my obligations to Home River group moving forward so I can terminate having to deal with HRG as a tenant.Not communicating with tenants is unacceptable! Especially when you make them sign up for bogus services that we dont use.Please never rent from this company!

  Business Response

  Date: 12/17/2024

  Thank you for reaching out. I apologize for any communication issues you have experienced and I wanted to provide some clarity to your questions. 
  
  
  We are currently in the process of finalizing your account from your move-out on November 30, 2024. The account will be finalized prior to the end of this month. Any charges relating to the move-out inspection, you will receive an itemized statement from our accounting team to the forwarding address we have on file. Your Property Manager has already sent over a list of any move-out damage charges via email. The owner has agreed to not charge for vacating the home prior to the required notice period in your lease. In the meantime, please feel free to reach out to ********, your Property Manager at ************ if you have any additional questions. We are happy to help.

• Initial Complaint

  Date:12/06/2024

  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.

  I signed a rental lease with another property management team about three years ago until the owner decided to sell their house. Home River Group was the property management who took over at the end of October. I paid rent to the other property on October 21st. Immediately after acquiring the property, this company starts to send letters starting November 5th stating I owe them money. I called and I was told someone would call me back and no one ever did and hasnt. I also was sent a link to their website to open a tenant portal and was left going in circles. After they provided a password reset link, I still was unable to create an account. Rather than have anyone call me, they rather keep emailing me notices I owe money or emailing me with emails I cant respond to. This company is not in my city so I cant drop off rent like I was previously able to with the company I originally signed a lease with.

  Business Response

  Date: 12/10/2024

  Hello, We apologize for the confusion and frustration you've experienced. The payment you made at the end of October to the previous property management was not communicated to us until after the eviction notices were sent. We have since credited your account for the late fees and eviction notice posting fees. We will have a team member reach out to you today to assist you with gaining access to your portal. Thank you.

• Initial Complaint

  Date:12/06/2024

  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.

  this company is advertising 2 of my properties on ******, real-estate as if they represented me. they have no business putting their logo on my rentals pictures they have nothing to do with my properties, they were fired 2 years ago because of their terrible management of overcharging renters, when I addressed them, they told me to mind my own business. They rented out one house to two separate family's that caused a major problem. Now they have plastered their name on all my pictures, and they won't return my calls. I'm losing money because they just don't care.the properties are,***************************************************************** the other is ******************************************. Nampa .ID *****

  Business Response

  Date: 12/16/2024

  Thank you for bringing your concerns to our attention. We understand how frustrating this situation must be and appreciate the opportunity to address your concerns.
  First, regarding the listings on Zillow, we would like to clarify that Zillow is a third-party syndication platform that aggregates data from various listing services. Our company does not directly upload or manage listings on ******, nor do we have the ability to modify or remove them once they appear on their platform. However, ****** has informed us that property owners can expedite corrections or removals by providing proof of ownership directly through their platform. This process typically ensures faster resolution compared to waiting for listings to expire automatically through syndication.
  Additionally, wed like to address some of the other concerns raised in your complaint:
  Rental Rates and Management Decisions: While we provide rental market analyses and recommendations to property owners, the final decision on rental rates always rests with the property owner. Our role is to offer guidance based on current market conditions, much like a real estate agent would when pricing a home for sale.
  Tenant Qualification Process: When evaluating tenant applications, we strictly adhere to federal, state, and local fair housing laws. In the situation you described, the applicants met the established screening criteria, and we were legally required to process their applications accordingly. We strive to ensure compliance with these laws while maintaining transparency and fairness throughout the process.
  We regret hearing that your previous experience with our company did not meet your expectations. Please rest assured that we take such concerns seriously and continuously strive to improve our practices.
  For assistance in resolving the Zillow listing issue, we encourage you to contact ******* support team with proof of ownership for your properties. This approach is often the most effective way to address discrepancies.
  Thank you for bringing this matter to our attention, and we wish you the best in resolving these concerns swiftly.

• Initial Complaint

  Date:12/04/2024

  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'm a current tenant for the past 8 years. I'm responsible for paying the water bill per the lease and I pay it when it's added to the ledger. In June 2024 I was billed for the water bill and paid it with my rent. The following month the water district placed a shut-off notice on my door due to the bill not being paid. I contacted my property manager via email to advise of the situation. I also attempted to contact the office however it's impossible to get anyone on the phone except for the overseas call center "resident coordinator" who are limited on what they can do. Shortly before the water was scheduled to be shut off I paid the water district directly which included the amount I already paid HomeRiver as well as penalties. I submitted all information to my property manager via email and he still failed to respond. I have called numerous times to try and get some sort of contact information from the call center people and they do absolutely nothing. It's now December and I still have no resolution, I still can't reach anyone on the phone or via email. I'm not asking for reimbursement but simply a credit on the ledger for future utility payments. My last resort was to contact the property owner but she is already not happy with HomeRiver and I do not wish to cause any issues.

  Business Response

  Date: 01/07/2025

  We are in the process of reviewing/auditing the charges for the last year.  We have reached out to Mr. ****** to gather necessary information and to provide a status update.   At this time we are committed to ensuring the tenant's ledger accurately reflects all charges/credits.

  Customer Answer

  Date: 01/07/2025

   
  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:12/04/2024

  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.

  I am filing this complaint against the Home River Group llc, regarding their mismanagement of the property at ************************************. The company's actions have violated Oklahoma laws and caused significant hardship. The Issues listed have occurred between the dates 10-01-2024 to present. I have retained counsel and have sent one demand letter already of which demands have not been met.Issues 1. Uninhabitable Conditions: Despite multiple requests, critical issues such as mold and a leaking shower pan remain unresolved, violating the implied warranty of habitability under the Oklahoma Residential Landlord and Tenant Act.2. Utility Disconnection: The company retaliated by unlawfully turning off electricity, a prohibited act under tenant protection laws.3. Security Deposit Mismanagement: They have failed to confirm compliance with Oklahoma's requirement to hold deposits in a federally insured escrow account.4. Retaliatory Threats: They have issued eviction threats and listed the property as available for rent in response to my complaints further violating anti-relation provisions.Requested Resolution:1. Immediate termination of my lease without penalty.2. Refund of my security deposit, doubled for escrow violations as per Oklahoma law.3. Compensation of two times the rent for illegal utility disconnection.4. A formal apology and assurance that such actions will cease.I seek BBB's assistance in holding Home River Group accountable and ensuring no other tenants face such unlawful treatment.sincerely,***** ******

  Business Response

  Date: 12/13/2024

  Thank you for bringing this matter to our attention. We value the opportunity to address resident concerns and ensure a fair and transparent resolution process. Below is our detailed response to the concerns raised by Ms. ***** ****** regarding the property at ************************************:
  1. Shower Pan Leak
  The issue of the shower pan leak was scheduled for repair on December 11, 2024.We are working with the vendor to get this repair completed and are providing updates to the tenant each day.  We are fully committed to completing this repair.
  2. Utility Disconnection
  It appears that a utility connection for electricity was incorrectly processed by our utility service provider, Conservice, which may have caused a disruption in service. We are actively investigating this matter with Conservice to determine the cause of the error and ensure measures are taken to prevent any future occurrences.
  3. Security Deposit Management
  The resident raised concerns regarding compliance with Oklahomas escrow account requirements. Upon review of Oklahoma law, landlords are not obligated to disclose the location of security deposits held in escrow. However, should the resident require further clarification, we are prepared to provide confirmation of compliance with applicable laws.
  4. Retaliatory Threats and Property Listing
  The resident received a notice of eviction for non-payment of November rent, which was issued on November 5, 2024, the same day the payment was made. These notices are system-generated for delinquent accounts and are voided automatically upon receipt of payment. Additionally, the property has not been listed for rent, and we believe there may be a misunderstanding regarding this claim.
  We are committed to addressing these matters to ensure compliance with all legal and contractual obligations and to maintain a positive relationship with our residents. Should additional follow-up be required, we are available to work directly with the resident and their legal counsel to achieve a satisfactory resolution.

• Initial Complaint

  Date:12/04/2024

  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.

  I sent total past due amount by overnight mail to be delivered on 11/25/2024. The package was lost in the mail. I had to submit research request with post office. Package was filed and delivered on 12/2. I have been attempting to get in contact with someone for weeks with no response. I receive a generic email saying to contact certain people which I have been trying to do in order to resolve the issue unsuccessfully. We have no direction as to what to do at this time. I am trying to get some type of contact with more guidance. The payment shows delivered. Is it posted? Can we proceed with December? We have no contact after several weeks of trying to get this resolved.

  Business Response

  Date: 12/13/2024

   Thank you for bringing this matter to our attention. We value the opportunity to address resident concerns and ensure a fair and transparent resolution process. HomeRiver Group did receive a payment in the amount of $3676.00 on December 5, 2024 and these monies were posted to your account. ********************** also received payment of $2923.50 on December 12, 2024 and this too was posted to your account. 
  
  
  We encourage you to review both your lease and ledger at your earliest convenience. Should you have any further questions or need additional clarification, please don't hesitate to reach out to us directly. Were here to help and value your residency with us.  

• Initial Complaint

  Date:12/03/2024

  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.

  After months of no contact, I found that our assigned property manager had left and a new one took her place. There was no notice. Our lease was allowed to expire, and remained expired for 3 months.They charged us for a benefits package that included air filters for the house, but never once have I seen air filters from them. After 3 months of calling, emails, and texts I have only talked to the property manager 3 times. How much I am charged every month doesn't line up with what's in the lease contract, and i get hit with late fees for things i didn't know about. When I call to ask for clarification and transparency, there is no answer.All they need to do is call me back and tell me why the charges are different every month; and come up with a plan if action with the air filters I've paid them for but never recieved; and to answer the phone when I call them so we can all move forward in a professional manner.

  Business Response

  Date: 12/06/2024

  Thank you for taking the time to share your concerns. We apologize for the delay in response from your property manager and appreciate your patience as we work to address your inquiries. While we understand the importance of prompt communication, the timelines provided in your review do not appear to align with our records.
  Regarding your filter shipments, your property manager has contacted Second Nature on your behalf to confirm the shipping details and to explore the possibility of a partial credit for the months filters were not received. They will notify you as soon as they receive confirmation from Second Nature.
  Additionally, concerning your November rent question, our records show the rent breakdown as $2000, plus $40 for pet rent, and $49.95 for the Resident Benefits Package (RBP) fee, totaling $2089.95. We hope this clarification helps.
  We understand how important timely communication is, and we want to remind you that due to the nature of our property managers' demanding schedules, we have a dedicated Resident Coordinator Pod available to assist with most residency-related inquiries. They can provide quicker assistance for questions regarding your lease, payments, account balances, RBP, utilities, and other concerns. Moving forward, we encourage you to contact the Resident Coordinators for a more expedited resolution. You can reach them at ********************************************************************* or by calling ************.
  Thank you again for bringing this to our attention. 
  Sincerely,

• Initial Complaint

  Date:12/02/2024

  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 relocated from ******** to ***************** (***) in January 2023. Upon my move, I reached out to Century 21 Judge **** Company in *** to find a home to lease. I settled on a home at ************************************************************************************. Century 21 contacted HomeRiver Group-DFW (HRG) Property Management firm. The owner pushed for a two (2) year lease and I only had 24 hours to decide the lease starting 16 Feb 23 through 16 Feb 25. The rent was $2,000.00 and Residence Benefit Package of $44.95 included their ****************** I couldnt opt out of the *** but obtain my own ***************** by reducing my rent to $2,034.00. To alleviate the stress HRG provided that assistance to me included electricity, water/trash, cable, internet and per the owners recommendation/suggestion security system with ******. Received a call from Mr. **** ****** on 21 Feb 23 explaining the Full Move Concierge provided by ***. I didnt know with Vivint Security System, HRG used my SSN/DOB to get a loan through Citizen showed up on my credit report. At the time of signing the agreement it was for five (5) yrs not a yearly one. Being in good standing with my account two (2) months ahead of my lease, decided to move out on 13 Dec 24. I gave notice to *** honoring my lease in full final payment on 5 Dec 24. Vivint informed me that I would be responsible for an early termination fee of $990.00. Reached out to Mr. ******** ****** at HRG via text message and email on 25 & 26 Nov 24 about the fee. The owner did not want to continue security services on the home. *** did not provide any resolution to this since Vivint was part of their ***. Struck fulfilling five (5) year contract for a home no longer leasing. The $990.00 fee and $150.00 for un-install on my credit card. HRG knew I was leasing and chose not to offer any type of assistance. Putting HRG on notice. Did not get authorization from tenants to use their personal information to establish a ****** account applied to my credit report.

  Business Response

  Date: 12/02/2024

  We apologize for any inconvenience. Alarm monitoring is not a requirement to have and at the option of the tenant during the utility setup process through a third party vendor. HomeRiver Group nor the property owner was a part of the alarm contract and did not authorize a 5 year contract, the tenant signed this contract on their own. Any termination fees would be the responsibility of the parties in the contract. We did reach out to the owner to see if he'd like to continue the alarm contract but the owner declined to continue. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22621656
  
  I am rejecting this response because:  HomeRiver Group provided the security service during set up.  I spoke with a gentleman who ran my SSN to establish the loan through Citizen that showed up on my credit report.   I could have looked into other security services once I got acclimated to the area, but I was told this was something they provide as service.  The attachment was done through HomeRiver and yes, I signed the contract, but I wasn't the one that initiated the contract through Citizen in March 2023.  HomeRiver or the Full Move Concierge is lying about not having part in this setup with their tenants.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 12/12/2024

  HomeRiver Group offers a concierge service, **********************, to assist residents with optional services like utility setup. This service is entirely voluntary and not required by the lease agreement.
  The resident in question chose to add home security equipment from ******, a decision made independently. They financed the equipment purchase directly with ******, who approved their credit and financing terms.
  When the resident's lease ended, they had the option to take the financed equipment and continue their service with ****** at a new location.
  HomeRiver Group provides access to these services, but the ultimate decision to use them rests solely with the resident.

• Initial Complaint

  Date:11/25/2024

  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.

  l as a tenant of a rental property paid all utility bills and rent on 10/31.The rental company contacted us through their third party service on 11/06 to state we had not paid our utilities. After a phone call to their third party answering service: the ledger was checked and they confirmed we DID pay everything in full. My own checking account also stated the $2352.62 was taken out. Our power was shut off Friday 11/15 afternoon. I contacted the third party service to inform them, the power is off. They put in a maintenance request. Contacting a vendor on Saturday, I confirmed that the power was shut off. It was not an electrical issue. We spent the whole weekend without power. We lost all our food and were forced to stay with family until Monday when the issue was finally resolved. The issue was finally addressed when the third party answering service finally contacted the treasury of the company to fix the issue. We have been attempting to call the property manager ******** Fort since Friday. We have had no answer, through either email or phone. We have since then traveled to their office in *****, just to find out no one is ever there. This was confirmed by other businesses in the building. The door at the empty business had a list of property manager numbers. I called each number; no one answered. We are unable to find any information through our utilities, due to the account information being in the rental companys name. We need a manager to contact us regarding the issue along with other information we are now requesting. Information we are requiring is but not limited to information for all utilities, a hard copy of our lease, reimbursement for lost assets and an explanation as to why we were not informed any information before we lost power. I have provided pictures of their empty office along with the paper attached to the door.

  Business Response

  Date: 12/13/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you have experienced. 
  At this time, we are still actively investigating the issue with the utility provider. Based on our records, we have not and did not submit a disconnect order for your account. We acknowledge the confusion regarding the utility payment, and we apologize for any miscommunication.. It is important to us that we get this matter resolved swiftly.
  We are committed to ensuring that this is addressed, and we will work directly with the utility provider to understand why the power was disconnected. Please be assured that we are also reviewing our communication processes to prevent similar issues in the future.
  In the meantime, we understand your concerns about the lack of contact and the impact this has had on you. We will ensure that a manager reaches out to you as soon as possible to provide the requested information and discuss potential next steps.
  Once again, we apologize for the inconvenience caused, and we appreciate your patience as we work through the investigation.

• Initial Complaint

  Date:11/25/2024

  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.

  We rent a property off of homeriver group, and were left without a functioning toilet for 6 weeks. We were also left without a functioning shower for 2 months. We never received a single red cent off of our rent, and were charged multiple late fees when I finally got fed up and refused to pay rent until the issue was fixed

  Business Response

  Date: 11/26/2024

  Thank you for reaching out to HomeRiver Group and giving us the opportunity to address your concerns. We sincerely apologize for any inconvenience you may have experienced.
  After reviewing your account, we confirmed that a goodwill credit of $750.00 was applied to your ledger on May 1, 2024, to acknowledge and address the delays related to the plumbing repairs. We truly appreciate your patience during that time.
  Per the terms of your lease agreement, rent is due on the first of each month. If payment is not received by the third day of the month, late fees are automatically applied in accordance with the agreement.
  We encourage you to review both your lease and ledger at your earliest convenience. Should you have any further questions or need additional clarification, please don't hesitate to reach out to us directly. Were here to help and value your residency with us.