Business Profile

Property Management

Main Street Renewal LLC

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Pattern of Complaints

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Complaints

This profile includes complaints for Main Street Renewal LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,894 total complaints in the last 3 years.
547 complaints closed in the last 12 months.

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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:08/22/2022
Type:Order 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.
Complaint: 17730622

I am rejecting this response because:

Regards,

*************************
Business Response
Date: 08/31/2022
The business is reviewing the account information to determine if a billing adjustment is needed. A representative from Main Street Renewal will contact the consumer to address the Complaint.
Customer Answer
Date: 09/22/2022
Complaint: 17730622

I am rejecting this response because:
I am not satisfied with the rebuttal statement. I would like this case looked at a looker deeper as I have went to court to try and resolve the matter with Mainstreet Renewal and the case was dismissed because there was no representation for them. I have sent them emails and contacted them by phone to let them know I moved from the resident *********************************************************************** as of July, 2022. They continue to send emails for a past due balance I don't owe and have an order from court I not responsible.

Regards,

*************************
Business Response
Date: 10/02/2022
The business is reviewing the issues identified in the Complaint and a representative from Main Street Renewal will be contacting the consumer.
Customer Answer
Date: 10/03/2022
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.

Regards,

*************************
Initial Complaint
Date:08/18/2022
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.
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.
Although, work orders are processing, things are not completed. The pool finally is. Our water to fill the pool however, has been running for over 24 hours, which means a very steep water bill. We have asked for our pool deposit back for the month of August, in the amount of $150, weve also asked, that they reimburse us for most of Augusts water bill, since were in this predicament because of their neglect. So now we wait another 2 weeks before anything else gets fixed. So I really dont want to close this case., until they fix ALl problems that weve mentioned to them on several occasions.

Regards,

*******************************e has taken care of the lawn, there is door on the bathroom, so we have no privacy going to the bathroom. Cant use the dishwasher because it backed up both sinks with black clumps if I dont know what. Theres no garbage disposal, so Im not sure whats happening. Washed clothes 1 times, it flooded our laundry room, through garage wall, and half the outlets in this house dont work!! Im at a kiss here, and anger doesnt even describe how I feel. They are making no effort to get these problems fixed in a timely manner. I had to take my 5 yr old autistic son to do my laundry, because we had no clean clothes, that alone was absolutely awful! I have no voice, no manager that I can connect with to ensure these very major things get done. Im about to get an attorney, because we were mislead as to the actual house we were getting. One last thing. Shower door doesnt stay shut, needs a new strip magnet
Business Response
Date: 08/26/2022
Our national maintenance team is working with the network of local vendors to expedite any outstanding repairs that *** be needed at the home. The Resident Resolutions team is communicating with the resident to provide an update on the repairs and understand what else is pending. Once it's confirmed that all concerns have been addressed in full, we can review for any concession or reimbursement that *** be warranted for any extended delays or habitable concerns. We will continue to monitor this concern until resolved.
Initial Complaint
Date:08/18/2022
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.
We filed a maintenance request from the rental company shortly after moving in because the outlets in the laundry room do not work. We filed the complaint at the beginning of July. We call the company 2-3 times a week and they have no record of the maintenance request. So they proceed to make a new request and say they will submit it as urgent. This exact process happens 2-3 times a week for the last 6 weeks. They refuse to let us speak to a manager to try and get this resolved as well. Our lease agreement says they were supposed to inspect all those things the week before we moved in. The dishwasher was leaking and a bathtub but those did get resolved. However, according to the lease, those items should have been inspected before moving in. In our lease, we also have a grace ****** to pay rent until the 5th of every month. The company has repeatedly applied a late fee on the 1st of every month, which is the first day that rent is due. I have spoken to multiple people at Main Street who say they will make a note to have the fee removed but the fee is still there and even after paying our rent in full according to the lease it still shows that we have a balance due.
Business Response
Date: 08/25/2022
A representative for Main Street Renewal has contacted the resident about the complaint. Based on a review of the account, a support ticket has been opened to reverse the August late fee charge and to review the system charges. The electrical issue reported has been escalated to the National Maintenance Team. The business will continue to monitor the account until all issues are resolved.
Initial Complaint
Date:08/17/2022
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.
There were two charges placed on our ledger with MSR in late May/early June despite the service never being provided and the associated fees being waived. No notice was given of the charges, and MSRs portal was broken requiring us to pay our rent over the phone. The person over the phone charged more than we authorized, resulting in is paying the fees before we could dispute them. Since July 8th, I have spoken with MSR on 11 different occasions to resolve this. Every time they tell me I cannot speak with the department that handles disputes, that an email has to be sent, but in since July 8th, not a single one of the emails sent have been responded to. $565 dollars in charges that weve been trying to get addressed and they basically just give me a round about. When i ask to speak with a supervisor they say theyll put me on a supervisor call list and then no one calls back. But I promise if I didnt pay $565 worth of rent they would be calling me every day and showing up at my house. Absolutely ridiculous.
Business Response
Date: 08/25/2022
A representative from Main Street Renewal has discussed the complaint issues with the resident and is reviewing the account to determine if a billing adjustment is needed. The business will follow up with the resident once the review is completed.
Initial Complaint
Date:08/17/2022
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.
Complaint: 17723864

I am rejecting this response because:

I have yet to receive a check from this company.
Sent from my iPhone

Regards,

*******************************
answers and sending emails after patiently waiting now going on 6mths I wrote the company a letter expressing my dissatisfaction of how I was being treated after I rented with them for 3years and never once being late. Needless, to say I as of this day 08/16/2022 I have yet to receive anything not even a phone call. Please help me with this issue as I am not getting anywhere with this company. Sincerely, *******************************
Customer Answer
Date: 09/21/2022
Complaint: 17723864

I am rejecting this response because:
I had to email for a response about the status of the check. Only to be told there was a note saying it was mailed. As of 8/29/2022 I have yet to receive a check.

Regards,

*******************************
Business Response
Date: 08/24/2022
The resident's refund has been processed and the check has been mailed to the address provided. We are communicating with the resident to ensure that the check is received.
Customer Answer
Date: 08/29/2022
Complaint: 17723864

I am rejecting this response because:
I had to email for a response about the status of the check. Only to be told there was a note saying it was mailed. As of 8/29/2022 I have yet to receive a check.
Regards,

*******************************
Business Response
Date: 08/22/2022
The security deposit refund was issued to the former resident timely; however, the resident did not receive it. We have re-issued the check and mailed it to the address provided by the resident.
Business Response
Date: 10/02/2022
A representative from Main Street Renewal has contacted the consumer to address the delivery of the payment and confirm receipt. The business does not believe there are any outstanding issues at this time.
Initial Complaint
Date:08/17/2022
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.
Complaint: 17723702

I am rejecting this response because:
23 days still not fixed. 8/25 a plumber came said roots in the pipes, when snaked caused sewage to back up into the tub and toilet then leaked back onto the floor.
Regards,

*************************ll waiting to hear if a plumber was coming sooner, she reiterated that we were scheduled on8/18/22 and that she would ask maintenance to expedite our issue and we'd hear back from them. On 8/11/22 overnight while my son attempted to shower in the master bathroom free standing shower began to fill up with water. My son got out, it took 2 hours to drain 2" of water. I emailed 8/12/22 at 8:57am letting them know of the issue and that the master toilet wasn't flushing completely, refilling slowly. ****** said new work orders were placed for both the master shower and toilet and I'd hear when service was scheduled. I texted @ 1:16pm, ****** said it was contracted out and to wait for scheduling. I texted back at 1:35pm and ******** was explained the situation said the situation was being escalated. Today 8/16 my original date to repair was deleted, called and told by ****** they are all lumped together. Received email saying scheduling emailed and left phone message with contractor to schedule. Unacceptable!
Business Response
Date: 08/26/2022
We have communicated to the resident that their complaint has been escalated to maintenance management. The ticket will be monitored this concern until resolved.
Business Response
Date: 09/08/2022
The resident has been provided with an alternative accommodations for the duration of the repairs. We continue to monitor this concern until resolved.
Customer Answer
Date: 09/08/2022
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.

Regards,

*************************
Initial Complaint
Date:08/17/2022
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.
Complaint: 17713218

I am rejecting this response because:This has not yet been fully resolved as of yet

Regards,

***************************as paid on my behalf. by Crisis assistance and that has not been applied to this "unjustified" list of charges.NOW..They are telling me that,I am in violation of my lease and it will not be renewed.Knowing that H.U.D. will not let me move..As long as theses charges remain.For months I have tried to resolve this..I have even had Crisis assistance attempt tp pay this balance IN FULL..Somehow they can never get in contact with these people to pay them[what they claim] I owe.They give me [and *****************] the "run around"..They say I owe them for things that,I never agreed to..Then when I try to get it resolved[and paid] to fix the erroneous situation..No one calls or no one is ever available.I have spoken to many other M.S.R. tenants.It appears they only do this To BLACK FOLK..I am not the only one.This needs to be fixed and addressed..IMMEDIATELY..!
Business Response
Date: 08/26/2022
The resident has submitted a proof of renter's insurance policy, which is not compliant with our requirements. In addition, MSR is paying for the utility charges, and the charge is passed on to the resident. The resident has not paid for any of the utility charges on her billing statement. A member of the resident resolutions team will contact the resident to discuss the renter's insurance as well as the utility charges payment assistance that *** be available.
Business Response
Date: 09/07/2022
Our Housing team is working with the resident in regards to her relocation request. This matter may not be resolved within the time frame that the BBB allows to answer the complaint.
Customer Answer
Date: 09/07/2022
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.

Regards,

***************************
Initial Complaint
Date:08/16/2022
Type:Billing 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.
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. The account was updated and I received a refund for the prior charges.

Regards,

***************************
Business Response
Date: 08/22/2022
A representative has reached out to the resident for documentation and will be reviewing the property account to determine if a billing adjustment is needed.
Initial Complaint
Date:08/15/2022
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.
I currently rent a home from this company. I have now filed 20 work orders for things such as, gutters that are falling off and creating water damage to the side of the house and siding, termite infestations, water leaks, mold from said water leaks, exposed 2x4s in the walls from unfinished work. I have called, emailed, filed tickets with the company, each of which has been closed without repair. I currently pay $1,600 in rent and as a single mom and a operational medically licensed ****** home, I don't have the money or ability to up and move. It's to the point though that I am unable to provide a safe home for my medically fragile ****** child and there's no where else for him to go (and he shouldn't have to find mom #4 because the rental company refuses to maintain their property!)
Business Response
Date: 08/23/2022
An escalation ticket has been opened to address the repair work orders and a representative from Main Street Renewal has reached out to discuss the complaint and assist with a resolution. The business will continue to monitor until all issues are resolved in full.
Initial Complaint
Date:08/12/2022
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.
Complaint: 17709684

I am rejecting this response because: MSR is NOT on the same page. I paid my deposit for ***************. Only to be told to send in more Documents after my approval. At this time I'm requesting my full deposit back n the amount of $1,170. I do NOT have time for MSR I'm on Section 8. I paid that deposit on August 10, 2022. It's now the August 16,2022 my RTA has not moved since I paid my deposit to reserve the house.
Please refund my deposit so I can move forward with another Rental Company.

Regards,

***************************
he Documents to MSR.Nobody has contacted me in regards to my file.08/12/2022: I called MSR just to be told the Documents aren't clear. At this time I'm requesting my full deposit of $1,170 back. I'm on Section 8 I do NOT have time to wait on MSR to figure out my Documents. I have wasted enough time with this Company. I applied, got the Approval great, paid the deposit. Only to be told my file is at a stand still because of Documents. Why approve me with the Documents?? Only to keep requesting the same Documents. Saying the Documents are blurry and can't be accepted. Wait I'm already approved! My deposit has already been paid. I would like me deposit back. That way I can rent locally through a real legit Company. MSR is a waste of time I would like my deposit back. So I can rent locally, walk my Section 8 papers in and NOT waste time I do NOT have.
Business Response
Date: 08/15/2022
The Compliance and Maintenance teams have been in communication with the resident. We are coordinating repairs between the resident and our vendors. Once the resident's concerns are addressed in full, we will review for any concession or reimbursement that *** be warranted for any extended delays or habitable concerns. We do advise the resident to maintain the payments per the lease agreement for the time being to prevent any charges or fees to be assessed to the ledger due to non-payment. We will continue to monitor this concern until resolved.
Business Response
Date: 08/16/2022
The applicant's request for the refund of her deposit has been approved. It will be credited back to her card within 30 days.
Customer Answer
Date: 08/16/2022
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.

Regards,

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

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This business has 3 alerts

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Main Street Renewal LLC is NOT a BBB Accredited Business.