Complaints

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:07/22/2024

  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.

  First problem is the A/C in the residence that Im renting went out may 28 i contacted the realtor company multiple times they sent someone out once problem was never fixed i was told back in June which was the last time they sent someone that he would come back out that weekend havent seen anyone yet Second problem is the plumbing has now backed up in the house which has left me and my family with no choice but to go to a relative and other to shower or anything such I cant do anything dealing with water or its going to come up through the shower sinks and soak the floor my children are starting to became sick from the smell I submitted a repair order for that july 5 havent heard from anyone yet at this point i just want out

  Business Response

  Date: 08/09/2024

  First of all, I want to apologize for the inconvenience of these issues not being addressed timely. We work really hard to provide a safe and comfortable living environment for all of our residents. During this period, we were going through a staffing change and we were not responsive as we normally are. Once I learned of the issues, I contacted ******************* directly and we resolved all of her issues and made her happy. I am also issuing a rent credit for her trouble. If I can be of any further assistance, please feel free to contact me.

• Initial Complaint

  Date:07/01/2024

  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.

  In September of 2023, I sent in a maintenance request to have my leaning fence repaired, I was told by the maintenance department with Rivertown to have the overgrowth of the vines removed first. I paid hundreds of dollars to do so and Rivertown Realty has done nothing to fix the issue. We have opened requests from the month of May that are not being answered. We are currently dealing with a broken water heater and have not been able to wash clothes or take baths/showers for almost two weeks. I was given the maintenance supervisor's phone number from our Leasing Coordinator and the supervisor is not answering my texts. We have a small toddler in the house and these issues need to be resolved as soon as possible.

  Business Response

  Date: 08/09/2024

  First of all, I want to apologize for the inconvenience of these issues not being addressed timely. We work really hard to provide a safe and comfortable living environment for all of our residents. During this period, we were going through a staffing change and we were not as responsive as we normally are. The owner uses an outside vendor for his repairs and this was not properly communicated to my staff. Once I learned of the issues, I contacted the repair vendor and she did a great job in addressing all of *************** concerns. I personally spoke with ************* and she is happy with all repairs. If I can be of any further assistance, please feel free to contact me.
  

• Initial Complaint

  Date:03/09/2023

  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.

  My lease on this property started 8/26/2022 RiverTown Realty failed to changed the locks on the property.1. On September 6, 2022,A kitchen window was broken from inside of home. Someone had entered into the property and unlocked the door.2. My ******** caught a Latino lady attempting to enter **** **********************, after she heard the ring from the doorbell, she immediately turned around. I was told she was the previous occupant of the property.On September 9, 2022 I came home from work, bathroom floor was flooded from bottom of toilet RiverTown Realty, replaced the toilet after 2 days On October 10, 2022 The Sanitary drain clogged up. Toilet and sink clogged up I had a scheduled Knee Replacement on 10/12/2022. I had to cancel because I had no permanent place to live for recovery. I wasn't able to live at **** ******************* Ln due to unsanitary conditions. I wasn't able to live in **** ******************* Ln until October 19, 2022 Had to pay to live with someone else.On October 20, 2022 RiverTown Realty charged me $125 to turn on the heat because MLG&W had a lock the gas meter before I moved in.On October 31, 2022 There was a horrible smell throughout the property that made me sick On October 2, 2022, a plumber came to the property On December 25, 2022 Tub faucet busted and water running out uncontrollable Didn't get repaired until December 27th, 2022 Water bill extremely high.On February 2, 2022 A tree fell from the property, into the street, blocking traffic on two streets On February 20, 2022 Plumbing and sanitary drain clogged again On February 23, 2022 RiverTown informed me that they have approval to replace the sewer line at **** ******************* Ln After the sewer has been replaced, there was a line that was struck. ATT&T had to be called out to repair that line.Now the entire yard full of holes, the start of the driveway has a deep hole preventing me from entering because my car may sink.As of today, I am still not able to live where I pay rent every month

  Customer Answer

  Date: 03/09/2023

  I forgot to mention that in 2021, I had both hips replaced

   

  I am still in recovery,

   

  Therefore I am extremely terrified of falling on that wet and muddy ground, fearing that I may injure my hips

   

   

   

   

   

   

   

   

   

   

   

   

   

  Business Response

  Date: 03/16/2023

  I did attach a pdf of all maintenance and timelines. 

  Direct response by complaint item:

  We change the locks on all properties when vacated. We use a professional locksmith and have invoices as proof we changed the locks prior to *************** moving in.

  1. If someone broke into the property, the resident is instructed to call the police as stated in their lease. We have no control over preventing crime in a city where crime is rampant.

  If someone is attempting to break in, again the resident is instructed to call the police as stated in their lease. The previous tenants moved to ***** for work, so I am not sure that statement is accurate. 

  All maintenance items were handled in a timely and professional manor. The smell the resident was complaining about was not observed on two different occasion by two different people.

  The $125 charge was for a trip charge our tech charged us for going out to find a MLGW lock on the gas meter. This is not an owner expense, but a resident expense. It is the residents responsibility to ensure all utility services are on in their name three business days after the move in date as it is clearly stated in the lease.

  A tree falling in the street is the responsibility of the city to remove. When the weather is extremely cold and pipes burst, we are all working hard to make repairs. This includes the city.

  When the plumber came out and replaced the sewer line, they obviously needed to dig deep. When it is very wet the yards get soggy and muddy and we are unable to make repairs in these conditions. Once the ground dries out properly, we can make those repairs. With the cold, rainy conditions we have experienced for two months, we can only do so much. Cable repairs are common repair items when digging is performed. We can't control ATT digging holes, but are willing to make repairs when the weather is cooperating. 

  Customer Answer

  Date: 03/18/2023

  RiverTown has delivered an eviction notice to **** Robinhood Ln on 3/17/2023

  I received a call from the manager *******, at RiverTown on 3/16/2023

  He agreed to release me from my lease with my security deposit as long as I dropped my complaint with the BBB.

  He would give me 30 days to vacant the property 

  On 3/172023, he called to rush me out of the property 

  Later I received an eviction notice telling me I had 30  days to Vacant the property because the property has been sold.

  ******* had no concern what so ever

  He has retaliated because I filed a complaint 

  There is still a pond of water in the front yard.

  They have posted pictures online, that doesn't show the water damage in the yard.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19562777
  
  I am rejecting this response because: RiverTown has delivered an eviction notice to **** Robinhood Ln on 3/17/2023
  
  I received a call from the manager *******, at RiverTown on 3/16/2023
  
  He agreed to release me from my lease with my security deposit as long as I dropped my complaint with the BBB.
  
  He would give me 30 days to vacant the property 
  
  On 3/172023, he called to rush me out of the property 
  
  Later I received an eviction notice telling me I had 30  days to Vacant the property because the property has been sold.
  
  ******* had no concern what so ever
  
  He has retaliated because I filed a complaint 
  
  There is still a pond of water in the front yard.
  
  They have posted pictures online, that doesn't show the water damage in the yard.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/27/2023

  We did not file eviction on ****************
  
  I did call *************** on 03/16/23 to discuss a resolution in this matter. I did ask that if we resolved this in a way that was acceptable to her if she would consider dropping her complaint. Her security deposit is not in question. I am in no way obligated to return the deposit if a lease is broken. 
  
  The 30-day notice was mutually agreed on by me and *************** in a phone conversation.
  
  I did speak with *************** on 03/17/23 to see if I could help expedite her move as she was so unhappy with the property. I offered to have guys to load her belongings into her moving truck as a courtesy to her as she kept telling me it was too muddy for her to move, and she wanted to go. Our guys could lay down plywood sheets to walk on just fine. I also personally took photos and video of the property. The front yard is wet due to the fact we had to dig up and replace the sewar line in the wettest time of the year. In my opinion, the driveway was fine to drive on.
  
  Again, there was no eviction filed. There was a 30-day notice to vacate we posted on her door as we both mutually agreed this is what she wanted. We are required to post this notice. It is true the owner is selling, but the buyer is flexible, so I have no reason to rush her out of the property.
  
  I am trying to keep this professional and not personal. *************** claims to know me and state I dont care. I had my collections coordinator in my office as witness to my conversation with **************** 
  
  Again, I have photos and video of the yard and there is no pond in the front yard. I know that it was muddy due to the sewar line replacement and the rain we have experienced. There was much flooding throughout the city during this period.
  
  I have agreed to refund Mrs. ****** deposit as a courtesy to her. We have addressed every concern *************** has. She has asked two of my employees to place her in one of our other properties. I find the odd given the fact of what she has said about RiverTown Realty. 
  

  Customer Answer

  Date: 03/28/2023

  I am not sure if my photos were submitted 

   

   

   

   

   

   

   

  Anyone that see these photos would agree that this is unacceptable and no one should come home to such disgrace.

   

  How Could a decent human think this is acceptable 

  I did nothing wrong and should have to suffer as I am.

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/28/2023

  Photos of pond of water in front yard.

  This water has been here for over 5 weeks

  Customer Answer

  Date: 03/28/2023

  These are pictures of the driveway.

  No matter how much plywood I put down, it doesn't help

  I even got stuck and had to have someone tow me out.

  Customer Answer

  Date: 04/01/2023

  Complaint: 19562777

  
  

  I am rejecting this response because: The business isn't being honest about the front yard. As my submitted photos prove the the yard isn't wet, instead it is a pond. What pictures do he have. I never spoke to anyone and asked to be placed in another property 

  The business is handling this entire situation as if I did something wrong. 

  The business need to take full responsibility just like I did when I paid my rent on time and took care of this property 

  
  

  Sincerely,

  
  

  ***********************

  
  

  
  

  
  

  
  

  
  

  Customer Answer

  Date: 04/05/2023

  I responded in timely matter

  I strongly disagree with the Business 

  I also submitted 6 photos showing where the business wasn't being truthful about the front yard.

  The business stated that the front yard was wet, instead the front yard was has enough water to be a pond

  I am very disappointed that my case is closed

   

   

   

   

   

   

  Customer Answer

  Date: 04/05/2023

  These are the photos that I submitted as proof of the front yard being a pond if water