Complaints

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

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• 

  HomeRiver Group

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

• 

  HomeRiver Group

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

• 

  Property Frameworks

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

• 

  Home Encounter

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

• 

  HomeRiver Group Los Angeles Property Management

  4000 Ocean Dr Oxnard, CA 93035

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:11/21/2024

  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 hired Home River Group as a property manager for a duplex I own in ****************, **. They agreed to find a tenant for the unoccupied unit, but did not communicate to me after their leasing agent was no longer working for them. Worst of all, the tenant in the lower unit reported a leak under the sink in October, and concern about mold and they did not even get a plumber out there until November 20, over 30 days later. He reported extensive black mold in the drywall, which is entirely the result of the negligence and failure to get someone to address the problem immediately. I cannot believe a business would put the tenant's health at risk. This is also a potentially very costly repair which could have been avoided, had they responded immediately.

  Business Response

  Date: 11/26/2024

  Mrs. ******** concerns were addressed promptly by ***. Before the formal complaint was filed, she had already been updated on the status of both the marketing and maintenance issues.
  Regarding the agent change, the previous agent's unprofessional behavior necessitated a change for the best interest of all parties involved. The transition was seamless, with no interruption to the property listing.
  Concerning the mold issue, the tenant's delayed reporting of the leak significantly exacerbated the problem. HRG acted swiftly upon notification, initiating mold remediation. It's important to note that tenants are responsible for timely reporting of maintenance issues to prevent such situations.
  *** remains committed to managing and marketing Mrs. ******** property as agreed upon

  Customer Answer

  Date: 11/26/2024

   
  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:11/20/2024

  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.

  I am making a complaint about HomeRiver Group because we are getting charged for trash services for the second time. The first we were charged for trash( Waste Management) was back on 10/1/24. When we first moved into the house we opened up trash services with ***************** on 8/27. When we got the fees through Conservice for trash service with Waste Management. I contacted Conservice and HomeRiver Group about those fees and put in trash transfer for a new hauler on 9/26. Services with Waste Management were canceled on 10/30/24, per the email I received through HomeRiver Group. I also responded to their email asking if we would be charged for upcoming trash services for 10/2/24. Somebody did respond back to the email, stating that they would let the utility company know about our concern. We never heard back from them. Yet again we are being charged going into December for trash services for 9/1-9/30 with a billing statement for 11/20/24. There was never a bill sent to our home or email for this charge. Nobody can explain why these fees are being put onto next month ledger.

  Business Response

  Date: 12/05/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience this has caused you. We understand your frustration with being charged for trash services a second time, and we want to assure you that we are investigating this issue further to ensure that it does not happen again.
  We will issue a credit for the recent charges of $68.51, and you should see this reflected on your ledger soon. We appreciate your patience as we work to resolve this. Thank you for your understanding.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22580934
  
  I am rejecting this response because the $68.51 has not be refunded back and I received an email yesterday for trash bill invoice for 9/3-11/30 on October 10th. I have already sent this invoice before to the resident coordinator, I'm not sure why I have to keep on sending the same invoice over again or why the money has not be refunded back. 
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:11/18/2024

  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 moved from my previous home managed by Home river group on 10/25/24. I stayed there for 3 years and out of those 2 years it was managed by another company. I got a move out calculation letter in the mail stating I need to pay $2488 for a full paint and trash out on the yard. Before I moved in the home it did not have a full paint and it had an old playground(trash) in the yard. I did reach out to the last rental company about these concerns when I did my move in inspection and I was told the property was AS IS. The property owner knows exactly what I moved into. Thats why my rent was reasonable and I let I be. Why is home river group charging these fees and the home was like that when I moved in? I have photos of the property when I moved in to validate my claims. These charges need to be dismissed.

  Business Response

  Date: 11/26/2024

  The tenant got in touch with the property manager and filed a formal SODA dispute. This was a property that was brought on through one of our acquisitions and we did not receive any move-in inspections or detail of the condition of the home at the time of the move in. The tenant was able to provide us with those items and we have removed these items from the move out inspection charges. The tenant will be receiving a partial security deposit refund, which was mailed on 11/22.

• Initial Complaint

  Date:11/13/2024

  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.

  HRG is a fraud property management company, they have been disregarding all my property management needs and bringing in fradulant transactions on the monthly statements which are completely made up, not paying the full rent amount agreed ******* this point this has been a recuring pattern over the past years, and I have repeatedly been pointing errors on their statements out - the monthly rent for my property currently is 2950$ and this month I was paid 604$ while last month 954$. All the monthly statements are fake and erroneous.

  Business Response

  Date: 11/26/2024

  Thank you for your feedback. We are reviewing the requests and questions directly with the client and working towards a resolution.  

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22551753
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 12/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Fraud transactions by the property management company Home River Group. BBB Reference Complaint No: ******** Please note that none of the fraud transactions reported in my original complained have been addressed/refunded by this company. Attaching recent communication on the questionable recent transactions in question. I'm the property owner at *************** in **********, **

  Business Response

  Date: 12/06/2024

  We appreciate the feedback and are working directly with the client. The charges listed were valid and work that was approved by the owner. However, we are working on a solution and possible credit to assist in mitigating the cost. 

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 22551753
  
  I am rejecting this response because: Below recent email communication with HRG- namely *******, and ******** ******. None of the charged expenses have been explained, shared any proof of payment to the vendor or refunded back to me. HRG still owes me more than 1750$ of total expenses listed below.

  ******* *****
  
  
  
  
  
  
  On Wednesday, November 27, 2024 at 09:26:13 AM EST, ******* ***** <****************************************> wrote:
  
  
  
  
  *******,
  
  
  This is the last and final request for settlement of below expenses, and pay-back latest by today EOB.
  
  
  If not satisfactorily resolved ill be forced to take necessary actions and escalation soon.
  
  
  *******
  On Nov 24, 2024, at 1:39?PM, ******* ***** <****************************************> wrote:
  
  
  ?Hi All,
  
  
  Please address below at the earliest. 
  
  
  ******* *****
  
  
  
  
  
  
  On Tuesday, November 19, 2024 at 12:21:47 PM EST, ******* ***** <****************************************> wrote:
  
  
  
  
  Hi,
  
  
  It will be a great relief to not be having your services, Thank you.
  
  
  I'm not looking for random 500$ credit, instead please understand and resolve each of these below expenses with full transparency, and accordingly I'd need refund for each line item(note that these are only the expenses from only past two months and I haven't started to question anything from the past):
  
  
  Please address, submit proof of payments/AND OR refund the amounts for each line item:
  
  
  1.) 500$ of pressure washing.
  2.) 300$ rekeying.
  3.) 475$ bushes trimming.
  4.) 175$(patio 50 wood tiles or less) for trashing
  5.) 325$ carpet cleaning charged to me with a promise of refund in Nov statement.
  6.) 200$ HOA paid out without consent for the first time ever.
  
  
  Regards,
  
  
  ******* *****
  
  
  
  
  
  
  
  
  On Tuesday, November 19, 2024 at 11:24:12 AM EST, ******* ********* <***************************************************************> wrote:
  
  
  
  
  Good Morning 
  
  
  Thank you for your feedback. I have broken down your concerns by line item. 
  
  
  1. Pressure washing-  we will issue you a credit of $200
  2. For the damages you are referring to - the tenant was charged back for those items and you received the reimbursement back to you. However, in effort to resolve this we will issue you a one time credit of $300.
  3. The $200 was paid to your HOA and will not be refunded. 
  
  
  At this time the amount we will issue you a refund for is $500.
  
  
  Once the credit has been issued to you - we will be ending our management services with you and the property as it does appear we are not a good fit. Please provide the future contact information that you would like for us to provide to the tenants for new management. We will need a name, phone number, and email address. We will send you a copy of the lease, ledger and the security deposit within the next 30 days to ensure all is transferred to you by and tenants are aware of new management. 
  
  
  Thank you
  
  ******* ***************************************************** ************************************************************************* | ************
  Emergency Line   ************ and press 2 at the menu option
  
  
  ******************************
  
   
   
  
  From: ******* Bhatt <****************************************>
  Date: Fri, Nov 15, 2024 at 6:04?PM
  Subject: Re: 9904 Pin Cherry
  To: ***** ***** <***********************************************************>, ******** ****** <************************************************************>, ******* ********* <***************************************************************>
  
  
  *******,
  
  
  Firstly, thanks for finally chipping in after my 50+ emails over the course of this year asking several of your fraud transactions on monthly statements. Emails like this push customers/********************** owners to the edge to go against fraud, and unethical companies like ***. And please realize you are part of the problem. With this you are only pushing me to go against your unethical business and review each of the monthly statement in great depth, to which I have compromised and cooperated to my limits till date.
  
  
  Your team has always played around with statements/financial reporting, also, I have repeatedly asked never to make an expense without my consent and clarifications, proper and timely communication via text/calls, streamlined reporting, disputing incorrect transactions and clean and timely rent posting. None of which has ever been addressed instead played around with unexplainable reasonings like this. Also, lastly in an email i was also promised to be the point of approval for any expenses required. None of which is followed in the past two months.
  
  
  Further, to answer your responses: Yes, the only two items ******** informed me about was pressure washing, and removal of patio tiles - both were discussed although not confirming pricing for these services. It came to my surprise as I never approved 500$ of pressure washing(which seems completely unreasonable & not consented with me). Also, i was charged 300$ rekeying which was not an acceptable amount either again not consented. Bushes trimming for 475$? Patio 50 tiles or less to be trashed for 175$? 325 carpet cleaning charged to me? 200$ HOA paid out of surpise never consented? I can keep going with these items. These are all random amounts not approved while showing as my expenses.
  
  
  I point our carpet cleaning to be done and charged to tenant for 325$ as the stairs seemed very worn out - should be charged from the tenant deposit. ******** confirmed this amount to be refunded back to me in next Oct. statement. Never happened.Your team directly get in touch with HOA - also point out uncommunicated transactions in the last month showing up on my statement as a surprise. Do not be ridiculous arguing on HOA amount - as HRG never paid this ever before! 
  
  
  Also asked to explain below expenses, and all of my emails to ******** in past two months(please review emails):
  
  
  <1731524640383blob.jpg>
  
  Above marked transactions promised to be resolved.
  Plus 320$ carpet cleaning fee that was promised to be refunded by ******** ******.
  Plus the 200$ *** **** which surprisingly showed up starting this quarter.
  Pro-rated September rent suddenly gets deducted I read that first time in your email.
  Rent payment is broken into several tranactions
  Reporting is not clean and ultimately 
  
  
  Look, *******! - I'm done arguing with you and your team. Your fraud services have crossed all their limits and taking my time and energy in return of miserable services and I do not need your services anymore. I need the refund, proofs of payment made, and in-depth review of all transactions FY 2024 with clear reporting. If you can suffice these requirements in 1-2 business days - I can accept your reponses and review, process the difference payment, if not I'll see what I have to do with our engagement and your services, and the tenants with the permissible laws in state of SC.
  In no case, I can accept any of such random expenses to show on my statement and being charged to me where I'm already getting a hard time working with you and HRG and making immense losses with your miserable services.
  
  
  
  
  
  
  ******* *****
  
  
  
  On Friday, November 15, 2024 at 03:01:38 PM EST, ******* ********* <***************************************************************> wrote:
  
  
  
  
  
  
  Good Afternoon
  
  
  I understand you have questions regarding your account. In the email attached you approved the pressure washing. Please confirm why you are requesting a refund for the pressure washing so we can review further?
  
  
  In regards to the HOA payment. Attached is your signature authorization form advising and asking us to pay the *** **** on your behalf. Which we have done. We will not be refunding you back as you requested this to be completed on your behalf. We can send you an updated form to stop this going forward. 
  
  
  In regards to the utilities- you authorized us to connect utilities on your behalf for the time the home was vacant. Attached is the bill for the utility bills incurred while the home was vacant. 
  
  
  For the move out damage reimbursement - you were reimbursed from the security deposit- please look at the line item that states MOVE OUT CHARGES 10/11
  
  
  Please review the income VS. expense column and advise what charges you are disputing, the reason why you are disputing them and the amount you are requesting. 
  
  
  Owner draws are - funds sent to you. 
  
  
  To clear up the question regarding September rent. You were paid the full amount in September however the tenants due to military orders should have only paid the prorated amount you received  $2,604.00 (less your management fee) meaning you were overpaid. 
  
  
  That is why you see it being taken back in October - But you were issued the correct amount through the move out charges -you see listed which pays you back the correct prorated amount you should have received. 
  
  
  On 9/3 you were paid $2604 (full month of sept) - $1586.67 ( which was the amount overpaid to you) -damage charges paid back to you $87.50, $475, $325
  
  
  
  
  
  
  Paid Charge 10/11/2024 Clean lights in the kitchen where g  ***** - Move Out Charges $60.00
  
  Paid Charge 10/11/2024 Had to remove wood from the back of  ***** - Move Out Charges $87.50
  
  Paid Charge 10/11/2024 Trim the bushes cut the grass   ***** - Move Out Charges $475.00
  
  Paid Charge 10/11/2024 Cleaning carpets in the home   ***** - Move Out Charges $325.00
  
  
  
  
  
  
  
  
  
  Thank you
  
  ******* ***************************************************** ************************************************************************* | ************
  Emergency Line   ************ and press 2 at the menu option
  
  
  ******************************
  
   
   
  
  
  
  CONFIDENTIALITY NOTICE: This communication is intended to be viewed only by the individual or entity to whom it is addressed. It may contain information that is privileged and confidential. Dissemination, distribution or copying of this communication is strictly prohibited without our prior permission. If the reader of this communication is not the intended recipient or if you have received this communication in error, please notify us immediately by return email and delete the original communication and any copies of it from your computer or electronic devices. 
  
  For further information about HomeRiver Group, please see our website at ******************************. Thank you.
  
  
  
  
  
  CONFIDENTIALITY NOTICE: This communication is intended to be viewed only by the individual or entity to whom it is addressed. It may contain information that is privileged and confidential. Dissemination, distribution or copying of this communication is strictly prohibited without our prior permission. If the reader of this communication is not the intended recipient or if you have received this communication in error, please notify us immediately by return email and delete the original communication and any copies of it from your computer or electronic devices. 
  
  For further information about HomeRiver Group, please see our website at ******************************. Thank you.
  
  <1731524640383blob.jpg>

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

• Initial Complaint

  Date:11/11/2024

  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 writing to file a formal complaint against Home River Property Management due to multiple issues I have encountered since moving into one of their managed properties. I moved into the property on October 21, 2024, and experienced a series of problems indicating the property was not adequately prepared for occupancy.Upon moving in, I found that:The dishwasher emitted foul, mildew-like odors, would not close, and was missing components necessary for cleaning dishes.The refrigerator, though new, still had all packaging inside, and its water and ice dispensers were not set up.The stove emitted a strong gas smell, and the water heater only provided cold water for bathing.I submitted a maintenance request, and a technician discovered a small gas leak in the hot water heater. Additionally, I received a move-in form with information that differed from the lease, which raised further questions.Upon contacting Home River, I requested to speak with a manager to discuss potential concessions, given the gas leak and safety risks to my children and me. The manager indicated, on a recorded line, that they would review my concerns, but I have not received any resolution or acknowledgment.On November 5, despite having paid rent with late fees, I found a notice on my door stating I had five days to vacate or face eviction filing. Following this, Home River emailed me with an additional $55 "eviction reimbursement fee," a charge not specified in my lease or any documentation. They have since added a $20 late fee to this charge.When I contacted Home River to discuss this, the move-in coordinator was dismissive, rude, and refused to escalate my call to a supervisor. I emailed again requesting to speak with a supervisor, but have not received a response.Thank you for your time and assistance.

  Business Response

  Date: 11/12/2024

  Thank you for reaching out and giving HomeRiver Group the chance to review your concerns. Weve carefully examined the maintenance requests you submitted and fees on your ledger, heres a summary of our findings:
  Dishwasher Issue: Prior to your move-in, the dishwasher was professionally cleaned and inspected. However, after your move-in, you notified us about the dishwashers performance and a mildew smell. Upon receiving this feedback on October 31, 2024, we promptly informed the landlord, who arranged for a new dishwasher to be installed within 11 days. We appreciate your patience as we coordinated this replacement to ensure a long-term solution.
  Gas Leak Concern: Regarding the gas leak, the vendor identified and repaired a minor leak while lighting the pilot light. Our vacant visits prior to your move-in didnt indicate any gas issues, and the leak was addressed immediately upon discovery. Were pleased to confirm that this concern was swiftly handled for your safety.
  Fees: The fees you mentioned in your complaint were reviewed and removed from your account ledger on November 11, 2024. However, the fees incurred include a late fee which is outlined in  Section 7 of your lease agreement. 
  For any future maintenance concerns, please continue to immediately submit a work order through the Meld portal so our team is able to promptly address it. If theres anything further we can assist you with, please let us know. We value your comfort and satisfaction in your home and appreciate the opportunity to clarify these matters.

• Initial Complaint

  Date:11/11/2024

  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 was told I would receive my deposit returned to me within 30 days of move out. I cannot get a hold of anyone with any answers. I was told they returned it to the owner - whomever they sold the duplex to. Not sure. I have no answers

  Business Response

  Date: 11/25/2024

  Thank you for reaching out to address your concern. Wed like to clarify the recent changes regarding the management of your property.
  As of October 15th, the landlord officially transferred management responsibilities for the property to ****** Homes. Along with this change, your security deposit was also transferred to ****** Homes for further processing.
  While we understand you may need assistance with details related to your deposit, please note that ****** Homes is now the point of contact for all inquiries concerning the management of your property and the deposit itself. We suggest reaching out to ****** Homes directly, as they will handle any remaining questions or steps regarding the transfer.
  If we can assist you with any additional questions or clarifications regarding this transition, please dont hesitate to reach out to us.

• Initial Complaint

  Date:11/07/2024

  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.

  Home river group payment portal does not offer an itemized list of what your are paying for when you pay your due rent and any charges. It is impossible to get a hold of any property manager or anyone associated with the business. Im being charged and I cannot see what for and whenever I ask what my charges are about , I am ignored or blocked. Very unprofessional and the lack of transparency is unacceptable. I would like to know why Im told to pay a certain amount and it be greater than told with no explanation as to why. I cannot get into contact with the person responsible for the property I am living at and thats his whole job.

  Business Response

  Date: 11/26/2024

  Thank you for reaching out. I understand your concerns about the Home River Group payment portal not providing an itemized list of charges when paying rent and other fees. To assist you better, the pictures you included of the charges have detailed explanations. The tenant opted for a security deposit insurance waiver fee in lieu of providing a full security deposit at lease signing. The charges in the images reflect that choice by the tenant. Please let us know if you have additional questions or concerns. 

• Initial Complaint

  Date:11/06/2024

  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.

  Homeriver Group Pensacola is violating lease agreement that has been signed by both parties that included power and water in utilities. I did my due diligence to make sure to transfer all utilities that were my responsibility 2 weeks before move in. I was constantly bugged property manager about power and she told me on multiple occasions it was included in my rent therefore not to worry about it. I still called the power company out of curiosity and they could not find the address on my lease, therefore they suggested it was on a single meter. I asked the property manager for the meter number and she again assured there isnt one due to it being included. As of November 5th my power is disconnected due to non payment and now Im being told the contract needs to be adjusted because she made a mistake and power is tenants responsibility. We have a legal binding lease and management is acting causal about it being an oops moment.

  Business Response

  Date: 11/14/2024

  We appreciate the opportunity to respond to the complaint filed by ********* ***** regarding his lease agreement with HomeRiver Group Pensacola.
  
  We sincerely apologize for the confusion surrounding the utilities included in his rent. Our team has reached out to Mr. ***** via phone to discuss the matter and have worked to resolve the issue.
  
  To address his concerns, we will be issuing two separate credits to his account as a goodwill gesture. We value our tenants and strive to provide clear communication and support.
  
  Thank you for your understanding. If you require any further information, please do not hesitate to contact us.

• Initial Complaint

  Date:11/05/2024

  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.

  On 11/04/2024, Homeriver Group double debited our account for the November rent. After numerous calls and run arounds, we have not been able to speak to anyone located in the **, they all state they are offshore. The last phone call they told us it would be "10 business days before they could process a refund for our over payment". WE did not over pay, they took the second payment without our consent, an error on their part, not ours. We would expect a company of this size to be reputable and acknowledge their error and correct it immediately, which they seem to have chosen not too. This has left my family in a dire financial situation. My next step is to all media outlets and an attorney. I expect not only a refund but with additional compensation equivalent to what we would have to pay in late fees if we decided to take 10 business days to pay our rent.

  Business Response

  Date: 11/14/2024

  The tenant has been communicated with directly regarding the options and the issue that occurred. 
  
  
  Stop Payment or Refund: The tenant has the option to either place a stop payment on one of the transactions or wait for both payments to clear, at which point we can issue a refund. If the tenant opts to place a stop payment, they will incur a returned payment fee of $30, as they initiated the payments themselves but we will waive this as a courtesy if this route is chosen. If they choose to wait, we can issue the refund once both payments have cleared, which will take 10 business days to ensure they dont return. We do have the option to issue an electronic refund once it's confirmed both payments have cleared.
  Error or Double Payment: After reviewing the account, this is not an error on HRGs part. The tenant initiated two automatic payments. *** does not debit funds from tenant accounts; all payments must be initiated by the tenant. Ive attached a screenshot showing the two payments for reference. The tenant has since removed one of the payments to prevent this issue from occurring again.

• Initial Complaint

  Date:11/05/2024

  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.

  We owed rent to HomeRiver Group for Jul, Aug and Sept. They filed eviction and had a constable serve us the papers. They informed us that this matter would go away if we paid in full before the court date, Sept. 30th, 2024. We sent the payment in full on Sept. 26th, 2024. They went to court, we didn't, bc as they said, there was no need for us to appear. They got a default judgement against us bc they never applied the rent. When we asked them about this, their response was "there was a waiting list for rent payments". I checked the laws and quickly realized that that's illegal to not apply rent payments in a timely manner. When we addressed this through email, *****, the eviction specialist, said that it was their mistake, but we were "already late for Oct., so if we don't send the Oct. rent in 3 days, that she couldn't stop the eviction. We sent the payment of $1,436 and provided the tracking info per her request. She responded that our account is in good standing now. They stopped communicating for about 2 weeks after, so I was thinking that everything is squared away. They then sent an email saying they were transferring property management to ****** Homes and that we would be able to login to the new portal on or around the 16th or Oct. We hadn't owed HomeRiver or ****** at that point. Today a constable came back and said they were moving forward with the eviction unless I can get in contact with either property manger to get this sorted out. ***** from HomeRiver told me that there's nothing she can do and to contact ******. We did and logged into our account to see that they never applied any of the rent. One check was for $5,200 and for Oct. rent $1,436. They took the money and never applied it. Now they won't help us to resolve the matter even though it's simply because they didn't apply our checks. We have until next Tuesday before the constable comes to remove our belongings. It's unfair and I just had my newborn 3 weeks ago.

  Business Response

  Date: 11/06/2024

  **** you for reaching out regarding this matter. We understand the concern and would like to provide a clear timeline of events and our actions to address the issue.
  On September 30, 2024, a court awarded judgment for possession due to outstanding rent and court costs, with a writ available on October 8, 2024. During this time, the tenant did reach out stating that they had mailed a payment of $5200.00 to HomeRiver Group. However, these funds were never received. The only funds that HomeRiver Group received were in the amount of $1432.00. Those funds were sent back to the resident via certified mail. The tracking number is 9589071052700033372577.
  HomeRiver Group proactively communicated with the tenant to gather tracking information for the $5,200 payment and ensure the remaining balance for October rent would be mailed. On October 4, the tenant provided proof of mailing, but the payment had still not been delivered by October 7. We clarified to our attorney that the tenant was informed the online portal was unavailable and that all payments needed to be mailed.
  By October 8, the $5,200 had still not been received and a writ was purchased. 
  Throughout this process, we have been in regular contact with the tenant and worked diligently to locate and confirm all payments. If the resident would like to pay their balance we would strongly encourage them to reach out to Darwin Homes as HomeRiver Group no longer provides property management services for this property.