Complaints

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

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  Family Home Solutions

  800 E Commercial St Springfield, MO 65803-3249

  
• 

  Family Home Solutions

  304 W Commercial St Springfield, MO 65803-2666

  

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:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to formally request the return of $125 that was wrongfully withheld from my security deposit by FHS Property Management. I was a tenant at ************************** and vacated the property on April, 30th 2025, after living there for approximately five years.FHS issued a Security Deposit Statement dated May 15, 2025, but we did not receive it within the required 30-day period. We only obtained a copy after contacting **** ******* on June 10, 2025. The statement included a $500 charge for repainting the walls, when bringing to their attention how most of the charges were not true and documentation to prove it, they changed it to $125 which I am disputing.Under Missouri tenant-landlord law, charges for repainting after a long-term tenancy (in this case, five years) are considered normal wear and tear, and therefore the landlords responsibility, not the tenants. There was no damage beyond expected use, and any fading, scuffs, or small holes were minimal and consistent with daily living.Despite providing documentation and raising this concern directly with FHS, we have not received a resolution or refund. I am requesting that the BBB assist in recovering the $125 unfairly withheld and in holding FHS accountable for improper business practices regarding tenant deposits.Thank you for your attention to this matter.Sincerely,******* ***** ***********************

  

  Business Response

  Date: 06/13/2025

  Hi Good day! 
  
  
  We are submitting this response regarding the $125 painting charge assessed to a former tenants account.
  Upon move-out, our inspection determined that the unit required repainting beyond normal wear and tear. The walls had noticeable scuff marks, discoloration, and overall surface wear that could not be addressed with simple touch-**** To maintain our property standards and ensure the unit was rent-ready for the next occupant, a more extensive repainting was necessary.
  As outlined in Section 4 of the lease agreement, the tenant agreed that the property manager may retain part of the security deposit to:
  "(b) Restore the premises to their original condition at the commencement of the initial term of the lease."
  The repainting was performed specifically to fulfill this requirement. We have also attached photographic documentation taken during move-out to support the necessity of the work.
  Furthermore, the $125 charge reflects only a portion of the actual cost of repainting. Professional services for repainting a unit often range between $300 and $600. By charging only $125, we believe this amount to be reasonable and generous, as the remainder of the cost was absorbed by management.
  We are committed to fairness, transparency, and upholding the terms of our lease agreements. This charge was assessed based solely on the work required to restore the unit to its original condition, as agreed upon at the start of the lease.

  Customer Answer

  Date: 06/13/2025

  Complaint: 23461210
  
  I have reviewed the business' response and am rejecting it because:
  
  The photos indicate filled-in holes that they also tried to charge us for but we challenged and it was removed which would need repainted normal wear and tear after 5 years of living in a home while ignoring more significant issues that were present when we moved in and remained during our tenancy. The cracks in walls and pieces of board nailed to the wall with cracks that were already there, and that you originally tried to blame us for as well but then removed once we challenged it, are far more substantial than small scuffs or touch-up painting.
  
  
  This highlights a inconsistency in how youre choosing to define damage. Small scuffs from daily use do not warrant a deposit deduction, especially when more serious issues were present in the home and were your responsibility to repair. Furthermore, Missouri landlord-tenant law makes it clear that normal wear and tear and pre-existing conditions are not a basis for deducting from a security deposit.
  
  
  I respectfully request a full return of the $125 that was unfairly kept, considering the condition of the home upon move-out was reasonable and fell well within normal wear and tear.
  
  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 06/16/2025

  The $125 painting charge youre trying to keep from our deposit is completely unfair and unfounded. The photos you provided show small holes we already filled ourselves repairs you first tried to charge us for and then removed once we challenged them. Furthermore, you previously demanded we complete certain tasks before move-out which we did yet you still tried to use those against us in a clear attempt to unfairly withhold our deposit. All of these actions reflect a pattern of trying to scam us out of money for issues that are normal wear and tear or were already addressed. We will not accept this unfair treatment and demand the return of our $125 in full.
  

• Initial Complaint

  Date:01/27/2025

  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.

  Apartment next to mine flooded. We are having to pay for another place to stay with no reimbursement. Landlord and insurance arent going to cover anything except materials. The apartment has flooded serval times before and the landlord is saying there isnt mold growing but has not done a mold test to make sure. Landlord knows young child in the home has an immune deficiency.

  

  Business Response

  Date: 01/27/2025

  This happened after hours on Wednesday, we had restoration there on Thursday. They removed all water, ripped up the flooring and baseboards, and set up drying equipment. Drying equipment was there all weekend and removed today in the neighboring unit.Talked with Bailee and scheduled her unit for the restoration company, she didnt answer the door for the appointment . Bailee said they already shop vacuum their unit. Spoke with ******* today at 12:30 wanted to inquire about his renters insurance and if he could file a claim to fix the unit. We explained renters insurance only covers belongings and none of theirs were damaged. Also, it was explained to ******* that if there was damage in their unit from this, we would repair it once we had a contractor available to assess any damage. He did not admit to any damage in their unit, just that he was worried about mold inside the walls which is when I scheduled testing. The owner has approved the job and scheduled the units for mold testing. They can see all updates in their property meld.

• Initial Complaint

  Date:01/24/2025

  Type:Facilities 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.

  There are a lot of issues in my apartment. I have continued to pour money in my home. I would like to get out of the lease.

  

  Business Response

  Date: 01/27/2025

  Owner has agreed to let tenant out of lease 

• Initial Complaint

  Date:01/05/2025

  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 rented a property from *********. My lease would have been up May 2021. However in February 2021 my pipes froze due to poor insulation and they broke and ended up flooding the house. They did not fix the issue and would not return any of my calls for maintenance to come out. There was 2 inches of water on the floor and it was so cold it was freezing. No one came out to address this issue. The city came out and inspected the home and the house was condemned and I had to move myself and my children quickly. I never heard from the company after that. In 2024 they reported to a collections agency saying I owe them money. And it was put on my credit. I called them and the woman told me well I didnt work here at that time. They REFUSED to help me. So even though their property was not safe to live due to their negligence they are saying I am still responsible. They are so unprofessional and slum lords. I have requested multiple times for this issue to be fixed and still nothing. The fact that this was an issue in 2021 and now they are doing this in *********************************************************** help is mind blowing and unacceptable.

  

  Business Response

  Date: 01/06/2025

  After looking into the previous tenants notes and text messages on her page. 
  

  June 2020 ******* reached out to property management about breaking her lease due to ex husband harassing her and breaking into her home, the options of buyout were explained to her.

  March 2021 we reached out for non payment of rent and tenant did not respond. We drove by the house and she had moved out without notice. Non payment of rent is owed

  October 2024 ******* reached out about collections on her account and stated she moved due to house being unlivable by the city. We have no record or documentation on her account. We asked her to provide info to assist her.

  Customer Answer

  Date: 01/07/2025

  Complaint: 22771444
  
  I have reviewed the business' response and am rejecting it because:

  yes I INQUIRED about moving in 2020 but stayed and continued to pay rent. And how are they not aware of the issues with THEIR property? And if they drove by the house they would have seen that the city had taped the doors and in BIG letters it said do not enter.  And they are saying they contacted me no they did NOT. And again the pipes broke and I contacted them MULTIPLE times but no one ever responded. After 2 weeks with no response the city came out and said it was unlivable. I had to move myself and 4 children to a safe and HEALTHY environment. I should not owe anything considering they failed to provide a safe living environment for their tenant. I have contacted ******** and I am waiting on the release of the documents. I find it interesting that they have no record of all the maintenance requests that were made February ************************************ the state of Missouri I do not owe money due to the negligence of the landlord causing uninhabitable conditions. Also under state law I could have also broken my lease due to domestic violence without penalty. But they told me I couldnt even with a police report. 

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

  Customer Answer

  Date: 01/07/2025

  Here is the text thread. And as you can see they read it and never responded.

  

  Business Response

  Date: 01/08/2025

  The text stream that she uploaded shows We let tenant know in the previous text on the same day that maintenance would be out to address issues

  please see attached text stream where the tenant did not respond to non payment of rent and moved out without letting us know or giving a 30 day notice. 
  

  Tenant broke lease and owes back rent

• Initial Complaint

  Date:02/27/2024

  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 rented a home in *********** who sadly changed management companies. I had no issues with the initial company RPM. When FHS took over everything was awful. They broke into my front door because they didnt have a key. Failing to ask me for one or to be home when an inspection was scheduled. I obviously assumed they had a key since they took over and scheduled the inspection. I was left for a week with no hot water after making several attempts at contacting maintenance. There is absolutely no after hours maintenance services. To my knowledge they never got my lease for the previous management company. For months I have tried to contact them about my deposit refund when I moved out. I am now living out of state.There mailbox is full, theres no office to walk into. I received emails about current tenants maintenance requests, replied twice asking about my refund and was still ignored.

  

  Business Response

  Date: 02/28/2024

  This tenant broke her lease and moved out a month early. I have submitted her lease with the terms of breaking lease. Due to breaking her lease it states she forfeits her deposit. The owner had been trying to get into the property to have it inspected for months before we took over management so we gave her notice that we would be there and needed to let the inspector in she was not so the owner asked us to change the locks and provide her with a key and we did. The phone calls she was attempting to call us are all after hours 6pm and 7pm our office closes at 4pm. If she had left a message we would have called her back. All maintenance was addressed and completed.

  Customer Answer

  Date: 02/29/2024

  Complaint: 21353227
  
  I am rejecting this response because:
  I did not terminate my lease early. I called with ***** and told her I was not breaking my lease early. I never heard anything about the results of an exit inspection either. Even if this had this been true why wouldnt I get a response for months?
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/01/2024

  I have attached the notes and communication.  As you can see per the text she never gave a 30 day notice.  Additionally she did not turn keys in on the dates specified.  I have also attached the lease again with the lease terms and the lease was still broken. 

• Initial Complaint

  Date:08/04/2023

  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 have lived here 3 years  and have had multiple issues. We have tried to resolve the issues but will soon be moving out. The sewer broke and it took a month to fix . The ground wire was installed against the house which is a major hazard and we also ended up having a 500 dollar water bill because they wouldn't fix the sewer. There is a bug and mice infestation that they refuse to address. I have killed at least 90 mice and they said its not their problem. We tried to tell them and one time they left us without power all day. A guy from Mediacom was shocked when he came out to see about our internet and he has not been back.  There is no main breaker.  We are trying to buy a house now and we wanted to get out without any problems. They continue to keep us waiting for any issue we have with them at one point it took  3 hours to respond to the had
  mold in the bathroom. One guy came and just painted over it and of course it came back. After we informed them of our desire to move out and buy a house they told us we had been late 6 months out of the year which is not true.  We have always paid our rent on time. We plan to leave  Aug 31st but they refuse to respond to us.  There is no sense of urgency in resolving complaints.  I want the public to be made aware of how we have been treated. I also want them to provide our payment record showing our payments every month which were paid on time.

  

  Business Response

  Date: 08/21/2023

  I was on vacation and was under the impression that this was taken care of.  All of the documents the consumer is asking for have been sent.

• Initial Complaint

  Date:04/21/2023

  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 rented December 2020 -December 2022. I paid $1,000 security deposit. We had recurring issues throughout the time we lived there. Once our water was off for two weeks. We were told we had to get our utilities two weeks in advanced, and we also were being charged for gas that was still hooked up, that we shouldn't been charged on. There was no insulation inside the home and our utility bill was over $500 until they put proper insulation inside. The gutters were falling off. The floors were rotting. The driveway was not up to code. I've experienced so much trauma due to the living conditions of this house. I've also contacted the city of Springfield about the issues, and they wrote citations. The owner said they would do the repair work but never did.
  I didn't get my $1,000 security deposit and they added $400 on top of that for miscellaneous damages. I left the house in immaculate condition and should have receive my security deposit and not been charged any additional money for damages.

  

  Business Response

  Date: 04/24/2023

  She's being charged for damages to the property and not paying the last month's rent.

• Initial Complaint

  Date:01/25/2023

  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.

  When I started renting from FHS the employees were personable and helped me, within the second month of living there my significant other had passed away and they were understanding when I wasn’t able to get my rent check over there within the 5 day grace period. They were very kind and understanding that I go out of town for work as well and I would always pay within the first week the 3-4 months I had paid late. So I never missed a payment and they never gave me a hard time about this understanding. This past 6 months they have a new owner and employees running this business which I hadn’t been formally told about. Now I have to drop off my rent check to a torn apart building downtown with a cardboard flap over the Mail Drop stating it’s for fhs rent, everytime I’ve gone there’s been sus people going in and out of this construction site that’s supposed to be where I pay rent, I leave a signed money order. Anyways I’ve been paying on time every month for months and just now with these new people they’ve repeatedly used pushy fear tactics threatening to evict me over 25$ accumulation each month of late fees I have no clue of. My biggest complaint is that I’m calm and understanding of what their job is but all I ask is to speak to the new landlord and they instantly cut me off and say that’s not going to happen and start threatening to kick me out of my house.

  

  Business Response

  Date: 02/13/2023

  We have communicated with this tenant numerous times regarding her late payments.  I'll provide those to BBB.  We told her in this communication that if she was late again that we would be giving her a 30-day notice to vacate; this is a lease violation.  We took off $240 worth of late fees to give her a clean slate.  As far as our owner's contact information is concerned, it is against our policy to provide that to our tenants, we are the agent of the landlord.  All of us that are employed here have been here for at least a year, and we gave notice to all tenants that our office was moving and where their rent payments should be sent.

• Initial Complaint

  Date:10/04/2022

  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.

  My apartment sold in August according to origional landlord ****. FHS took over in August. Upon talking to ******* about if they took section 8 or if i could move. She said no, I would have to pay remaining months on my lease. She said they took section 8. I then took papers to her in end of August. Everytime I called she had some excuse for me not to pick them up. In late August my dogs & i all suffered injuries from an inbred pittbull that lives here. The owner will not keep dog on leash. I had asked ******* to please ask person to keep her dog on a leash. On Sept.15th neighbor let dog out to run while she sat on porch. I could not get 3 trips of groceries in my house without major fighting to get in my door, keep my dogs in & hers out. After this major incident I received this text message. In meantime ******* called for me to pick up Section 8 papers. When I got to office I told her about dog again...she then changed her mind about giving me the papers, said she would drop them off. She didn't. All agencies say she did not turn them in. This is costing me my section 8. I did S8 so I could free up money for copays on surgeries. The outstanding late charges should not be applied to me on my bill i paid my rent on time. They will not take this off my bill. The gutter is coming down & is very dangerous when it rains. I am disabled trying to get off fixed to resume my life. The dog is not registered & is very dangerous. I would like this Section 8 issue addressed. This is inhumaine for someone to do this to a 56 year old disabled person or anyone for that matter. She had no right to do this to my well being or financial situation. Now I cannot address disabilities, due to no free money to pay co pays. I pay $170 a month for insurance. This is unaccepable for a business to do to its residents. She will not return calls or take new section 8 paperwork from me. They would not open office doors to do so. Take illegal charges off my account.

  Customer Answer

  Date: 10/22/2022

  I was supposed to pay $170.00 something. FHS held onto paperwork sorry section 8 for 5 or 6 weeks. ****** said several times that she turned it in to section 8. The portion of what she was to fill out. She NEVER did. Everything I called her so I could come get it she would say it's either not ready or had been turned in. The housing authority has no record of this. She also did this with ****** ******** ********* who was going to pay my rent for 3 months. I found out thru an attorney that FHS HAS to honor my section 8. They have till Novemeber 10th to turn it in. After that I loose my section 8. What gives ******* /FHS the right to do this to people? I hope the have an answer for a judge.

  

  Business Response

  Date: 11/01/2022

  All paperwork has been turned in, the housing department is telling our office the consumer needs to complete the process on her end. We have had no reports of a stray dog.

  Customer Answer

  Date: 11/01/2022

  Complaint: ********
  
  I am rejecting this response because: ******** did not turn in the paperwork to Section 8 as she said she was dropping it off. She never did. She lied numerous times on this & section 8 can prove this also. 

  As far as a stray dog. I never said it was a stray dog. I asked ******** to please address ****** ******* & *** ****** Pittbull that ****** insist on letting run free causing injury to my dogs & to me. ******** then informed me that the owner cannot have pitt bulls on his property, it will get his insurance cancelled. The reason this came up is she informed me that FHS was only keeping me & ****** as Tenants. Which i find breech of landlord tenant privacy, anyways this was the day she refused to give me my section 8 papers to turn into Section 8 office. After our conversation about *** * ********* *** *** * *********** ** *****, & after I informed her that next time it happens i was going to call animial control, she informed that since i was there to get my paperwork she could not give it to me cuz she needed to add another paper to it. Mind you I was there to pick it up...she held back giving it to me. Said she would drop it off & never did. My lawyer has the entire conversation that was captured on my dash cam. To this day, ****** ******* of *** * ********* *** *** * *********** ** ***** still insist on letting her dog run free. There are 2 incidents on my ADT home security system cameras that show her letting her PITT BULL out while my dog walkers are walk my dogs. They have addressed this with her. I have been informed thru legal council that if me or my dogs suffer ANY injury from ******* pitt bull that the owner is now liabile, due to the fact that I asked my landlord to address this & she did not. She retaliated by not turning in my section 8 when she said she would. Therefore, i am proceeding with a lawyer cuz by law, they have to honor my section 8. if they cost me my section 8 & keep this total on my porthole, we take legal action. Such as today I have asked IRS for investigation into the charges on my account that are not mine. Concerned this is embesselment.
  
  Sincerely,  ******* *****

• Initial Complaint

  Date:08/31/2022

  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.

  One day several months a go i needed to do laundry here on the property i live on found out the coin slot on the washing machine was jammed and to this day it still is! I called matence and a lady there told me it will cost me $40.00 an hour to have it fixed well i don't own it. I called the manager of the property about the washing machine she has no idea what's going on. I put many matence requests and still nothing is getting done about it. I am frustrated about this because if I have access to a washing machine and dryer i should be able to use it. I should not have to go to a Laundry mat.

  

  Business Response

  Date: 09/19/2022

  The machine has been repaired.