Complaints

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

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  Divvy Homes

  300 Montgomery St Ste 350 Suite 350 San Francisco, CA 94104-1925

  
• 

  Divvy Homes

  530 Howard St Ste 100 San Francisco, CA 94105-3016

  

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:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning, I received a call and voicemail from a woman in ******** who was given my First and Last name, and my personal phone number to file a complaint with the Divvy Homes *********************** I do not work for Divvy, nor have I ever.In fact, I tried to apply for a home loan with them months prior and I thought things were great, but unfortunately, the amount they offered just wouldn't work for me. So this company has not only my contact information, but also some of my personal banking and account information as well.I tried to call the maintenance department to resolve the issue, and before i even stated who i was, or who the woman was who called me, the Employee on the line said my name as if I had already told him, or as if he already had a solution to the problem. It was a big red flag, but cause i made sure not to call with my number, or give him my name. He even seemed to laugh a few times when i questioned him, even though this is a huge legal issue and invasion of privacy. Now i feel uncertain that my information is safe. And am wondering about seeking legal help.

  

  Business Response

  Date: 10/25/2022

  Thank you for the opportunity to respond to this BBB complaint. A review of this complaint supports that a Divvy support agent erroneously transferred a call  to the complainants contact information. Divvy records support that the complainant's contact information is in Divvys system from when they originally applied for our program. Divvy would like to note that the Divvy customer who was erroneously transferred to the complainant was not shared the complainant's personal information, and  was transferred in error. Divvy has evaluated its current processes and has taken measures to prevent this from occurring in the future. We apologize for any inconveniences that *** have been incurred by the complainant, as Divvy values security and the trust of its customers and partners.
  

• Initial Complaint

  Date:10/11/2022

  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 began a lease with an option contract with Divvy Homes November 30, 2021. There was an inspection report of listed items that were to be repaired, which most of the items were supposed to be completed prior to move-in and the rest completed after moving in. We have had issues with the plumbing since we have been in the home. We have had several plumbers come out to the home after Divvy sent their contracted plumbers out. Divvy's plumbers were supposed to replace the pipes under the house and out into the yard. They left a huge lump of dirt in the yard that was a hazard. We spread that dirt out across the yard, so that there was no longer a hazard to anyone. After the work was completed, we continued to have plumbing issues in the home. Each time after that when Divvy sent their plumbers out, the report we received from Divvy was that there were wipes in the line. We have informed them that the wipes must have been in the line from the previous owners because we do not use wipes and that most times toilet paper is placed into a trash receptacle because we are afraid of the toilets backing up again. We have gone through our home warranty and had plumbers out where we have had to pay ***** service call and then any charges for repairs. These plumbers never find wipes in the line. They also informed us that we needed to contact the plumbers who replaced the pipes in the yard because they should have replaced the pipes under the house as well. The pipes under the house are old cast iron pipes that are now flaking and may be causing the majority of our issues with the plumbing. Divvy's contracted plumber also informed us of the same need to have the pipes under the home replaced. The garage door was never fixed causing snaked to enter the garage on several occasions. We also have electrical issues where the lights dim when the microwave is used.

  

  Business Response

  Date: 10/13/2022

  Thank you for the opportunity to respond to this. We are actively working with the tenant of this property and look forward to finalizing a resolution.

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into a Divvy Home in July one year ago, everything was fine for a minute, then I started noticing that they weren't taking payment out of the account which cost me some extra fees. After a while things started going bad for me and I was unable to pay my rent and I got behind. Their lawyers sent me a notice saying that I needed to pay the backpay amount to be current. Okay fine, however when payment was trying to be made, their lawyers as well as them started playing games with me talking about they didn't have the check so this went on for 2 months. Tried calling them after payment was made but no one was in contact until three weeks after only to find that they claim they hadn't gotten the check. Then an eviction has been filed an all of a sudden they have the check. You all should be shut down for ripping people off and you all think it's funny to throw people out of their home but it's not. Unfortunately the government is geared towards landlords. To anyone trying to buy a home with them, THINK TWICE ABOUT IT!!!!!! If you all want someone to pay their rent, the idea is to COMMUNICATE not ignore because situations like mine are easy to work out.

  

  Business Response

  Date: 10/14/2022

  Thank you for the opportunity to respond to this complaint. Due to the nature of this case, Divvy cannot comment at this time. We are actively working towards a resolution through alternate channels. 
  
  

• Initial Complaint

  Date:10/02/2022

  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.

  In the inspection report it stated that patio deck was unsafe. DIVVY negotiated with open door to get price knocked down for things that was found in inspection report, ******* knocked off. They set 3 different people out here from Blue Chip that all stated the patio was unsafe. DIVVY refuse to have them fix the problem, the only thing they allowed them to fix was the hand rails. I'm afraid for anyone to be on the patio because as they stated to me you can fall in if wood breaks because there is nothing in the center to hold up. Some planks don't even have nails in them. I spoke with DIVVY we are working to get it fixed nothing but the hand rails. AC unit that stated had leak one guy came out changed the filter that was it. Another guy came out please Freon in it. House still hot, I have asthma and was having attacks my doctor asked what changed I stated I moved he stated for me to get airducts cleaned I did. That's when I found out only 1 return was in the house that's why it stays hot, also stated it will be very cold in here during the weather, but DIVVY continued to tell me nothing was wrong. They take my money out on time monthly but don't want to fix what needs to be corrected. All I can say is if someone falls through the patio there will be a big problem.

  

  Business Response

  Date: 10/12/2022

  Thank you for the opportunity to respond to this. We will reach out to the tenant directly to resolve the matter.
  
  

  Customer Answer

  Date: 10/14/2022

  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. I did receive a phone call and email, asking me to give them 48 hours to respond. I'll keep you all posted.
  
  Sincerely,
  
  Lacarlus ******

• Initial Complaint

  Date:09/27/2022

  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.

  2-1-22 moved into Divvy home. On 2-18-22 sent Emergency Maintenance request severe water leak (garage ceiling bubbled) After a bit of run around from them, I called out a company, they detected moisture in the walls of the garage, master bedroom, and upstairs bathroom. They allowed that company to put in fans for the weekend. They originally were just going to send a plumber out. They didn't like the bid from the company I called out, they wanted too send their preferred vendor ( company I called out already marked areas of moisture along with where leak was located) which 2 of them never responded, finally a company came out, tore down garage ceiling, wall that leads to master bedroom. Divvy then contacted their plumber who took 3 days to come out, didn't listen to were the leak was, stated it was fixed, which it wasn't, they had to call him back out took another 3 days for him to come out. Once leak was supposedly fixed, restoration company came back out. The firewall, beams in garage were mold infested. I then showed them where the other company marked the wall in master bedroom(other side of firewall). They did not at that time open the wall, I called Divvy told them that there is mold I am sure behind the wall in master bedroom that is attached too garage wall. Company came back out, never sealed off any of the bedroom from the rest of the living area, green plates, beams etc completely black with mold. They removed drywall without closing off that room, not opening any windows etc. We lived in our living room unable to use our upstairs, or master bedroom till 4-28-22. I continued to tell them that my health along with my dogs is being affected. Then on 9-4 submitted another maintenance request regarding a leak upstairs window seal, base board warped etc. First maintenance Thursday was denied reguest clearly states water intrusion. Submitted another they called their preferred vendor a handyman who didn't respond for days, I explained there was mold,

  

  Business Response

  Date: 09/29/2022

  Hello, we're sorry you had this experience and we are currently addressing the stated issues. We will continue our communications to you directly to ensure we resolve the matters.

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18134407
  
  I am rejecting this response because:

  Divvy Homes is not offering to help pay for my move, they are only offering to give us back our down payment, yet they have made over ****** in rental income in 9 months. We are having to find a new place to move to, up top of the cost to move, transfer utilities etc. Needless to say, that doesn't even come close to having to sanitize all my granddaughters things due to their lack of sealing off the area, her belongings have drywall that was covered in mold all over her things. We should not have to pay rent and should be given 30days to find a place and move along with cleaning all of our belongings due to their negligence e. This is of no fault of ours and we gave proper notice regarding Maintenace, they are the ones that played games with their vendors and didn't have the mold issue resolved and taken care of appropriately. For us to have to pay to move, transfer all utilities, plus have all of our belongings sanitized due to their negligence, and for them only to offer our down payment back is ridiculous. We haven't even begone to go into the medical bills for myself and my animals due to the mold issue. 

  
  
  Sincerely,
  
  *********************** -winter

  

  Business Response

  Date: 10/06/2022

  Thank you for the opportunity to respond to this. We are actively working with the tenant of this property and look forward to finalizing a resolution.

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18134407
  
  I am rejecting this response because:

  Their resolution to the issue is the following: The only way we can get our down payment back is to sign a Termination Agreement that states we release them of all claims now and in the future. 2. We have to remain silent about this entire incident 3. Have to wait 45 days for the payment after we move out. Yet they have received ****** dollars in rent alone in 9 months plus our down payment of *******. Yet we so far have paid $3645 for a security deposit for a new place along with pro-rated rent, $600 in transfer fees etc. That doesn't even include the price we still have to pay for a moving truck, nor the damage caused to our personal property due to the negligence of their preferred vendor, we have had to purchase special chemicals to clean our granddaughters belongs since their vendor didn't cover or even seal off the her room when they cut into and removed moldy drywall, so all that mold dust etc has completely covered everything from toys, to her bed, dresser, clothes etc . That is just in her room, mind you this is a 3 bedroom house. The entire other room upstairs has drywall dust covering things in there, linen closet, bathroom.  We still have the down stairs master bedroom which in an air quality report shows Chaetomium mold spores along with Curvularia mold spores in the air. Which is only in the master bedroom, not outside nor upstairs. Our grandaughters room showed Ascospores mold the level outside that day of those was 173, in m y grandaughters room and upstairs 138. 

  We since the day we moved in have not been a loud to even enjoy the house at all due to constant deconstruction and mols, we went 2.5 months only being able to live in our living room, use the kitchen and one bathroom, while during this time, their vendor is decontruction our master bedroom wall that was beyond moldy, the beams behind it were beyond black along with the green plate, nothing sealed off at all, so the spores are going throughout the house makeing us sick and our animals. When my grandaughters room showed water intrusion it took them a month to get a vendor out, then on top of that their construction supervisor wanted to try to tell us by the pictures that were given to them that it didnt look like mold, but guess what it was. 

  Please tell me how this is far in any means?

   

  Sincerely,
  
  *********************** -winter

• Initial Complaint

  Date:09/24/2022

  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.

  My house is falling apart and filled with black mold. Ive been trying for 4 months to have them fix it and finally came out and ripped up some flooring to see nothing but water leaks and black mold. Divvy said the house was inspected totally not true. They want me to pay rent on a house thats making my family very sick. My 84 year old that has COPD cant live here safely and since Im holding back rent they want to evict us but my family and pets are going to have to move someplace safe. Thats not even all the problems. The electric doesnt work and they have come out three times to have nothing done. 0 stars if I could do negative I would. An yes we have the photo to prove all this. You will see black mold

  

  Business Response

  Date: 09/26/2022

  Hello, we are sorry to hear about the maintenance concerns. We want to ensure the home is safe and habitable for you and your family. We are in communication and currently addressing the tenants maintenance issues. 

• Initial Complaint

  Date:09/23/2022

  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.

  Most landlords and HOAs care more about whether you pay the rent on time and take good care of the property than they do about your sexual orientation. Unfortunately, some landlords are nosy or flat-out prejudiced. For example, my HOA ask pointed questions when moving into my unit "Are you two, like, together?", this in turn resulted in false reports to my landlord. My landlord sent me a eviction notice upon discovering that my relationship with my roommate was not platonic and made claims of illicit activity. Even though I had been in the process of receiving rental assistance Divvy Homes refused to accept the check for rental assistance. Additionally, they did not follow due process during the eviction process even though I had answered the court summons. Its my belief that Divvy Homes made no attempt to keep me in my property based on discrimination from my HOA and in an attempt to profit in the increased equity of the home as it was a rental home I was due to purchase in November of this year. Additionally Divvy Homes did not fulfill there lease terms as signed as they did not pay the monthly *************** as described in the lease agreement. I was denied an opportunity to close on my home based on my identification and sexual orientation. My guest were constantly harassed had the police called and treated unfairly on a consistent basis.This institution is prohibited from discriminating on the basis of race, color, national origin, disability, age, *** and in some cases religion or political beliefs.

  

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to **************** (******) BBB complaint. Divvy Homes **** (Divvy) has reviewed their complaint, which states their concern around alleged discriminatory practices by their ********************** (***) and Divvy, ****** claim that Divvy did not pay *************** and that Divvy refused a rental assistance check.
  
  Divvy has conducted a review of ****** discrimination allegations and has determined that the evictions process initiated was due to a failure to make rent payments and did not, in any way, involve their sexual orientation. Divvy also conducted a review of the communications from the *** and was unable to locate any communications regarding ****** sexual orientation. Divvy takes its regulatory obligations under the Fair Housing Act seriously and does not stand for discrimination (from ***s or otherwise), and is prohibited from engaging in discriminatory conduct with respect to its housing practices. Divvy records show that eviction proceedings were initiated and completed as a result of ****** failure to make payments owed under ****** lease. 
  
  Additionally, Divvy looked into ****** claim that Divvy did not fulfill its lease terms through ****** claim that Divvy did not pay ***************. Records show that Divvy has fulfilled its obligations regarding its *************** and are current as of todays date. 

  
  Furthermore, ****** made a claim that Divvy refused to accept a rental assistance payment.  Divvy records did not substantiate this.
  
  A review of Divvy records indicate that ****** applied to Divvy in October 2019 and successfully was approved for Divvys rent to own program for the property on **************************. From the time of move-in to **************************, ****** made multiple successful payments; however, on September 2, 2021, Divvy records show that ****** failed to pay the September 2021 rent payment due on September 1, 2021. Divvy records show the following: 
  
  ****** contacted Divvy on September 11, 2021, notifying Divvy that ****** had lost their employment and that a family member would make the late September payment on their behalf. 
  
  On September 15, 2021, a third partys payment instrument was added to ****** Divvy profile to process the late September payment. ****** notified Divvy of the initiated payment, which was confirmed in Divvy records. 

  
  On October 4, 2021, Divvy received a bank dispute for the September 2021 payment claiming this payment was fraudulent. This dispute resulted in this being returned to ************************ causing ****** to fall two months (September 2021 and October 2021) delinquent on payments owed to Divvy, since ****** did not pay October 2021s rent payment. When Divvy contacted ******, they stated this was a misunderstanding and confirmed they were still unemployed and unable to cover the past due balances for September and October 2021. ****** advised Divvy that they were pursuing rent assistance support and records show that Divvy took efforts to assist ****** in attempting to obtain  this assistance from a third-party rental assistance agency.
  
  On October 29, 2021, Divvy records show no contact from ****** or payments from ****** on past due payments for September 2021 and October 2021, nor any communication, or payments, from a rental assistance agency. Divvy reached out to ****** on the past due payments to discuss and offer a payment plan prior to ****** becoming three months delinquent. ****** communicated he was still unemployed and unable to fulfill a payment plan. 
  
  On November 3, 2021, Divvy was made aware that ****** chosen rental assistance agency made the decision to decline ****** rental assistance application, due to failure to provide hardship and supporting evidence. Given ****** was now three months delinquent  (September, October and November 2021) and made no effort to enter into a payment plan, ****** was eligible for eviction. 
  
  After initiating the legal eviction process, in which notice and copies of the eviction hearings were delivered to ****** by email and certified mail, as required by law, ****** again attempted to obtain rental assistance. ****** chosen rental assistance agency informed Divvy, however, that ****** does not meet their programs eligibility requirements and will not provide ****** with rental assistance. At this time, a representative from Divvy attempted to contact ****** but did not receive a response. 
  
  Divvy records show that ****** did not appear for any of the scheduled court hearings, nor did ****** file a timely answer or defense to the eviction with the court. As a result, the court ordered ****** to vacate the property. 
  
  In summary, Divvy has conducted a comprehensive review of ****** discrimination allegations and has determined that the evictions process initiated did not in any way involve their sexual orientation as a factor. Divvy also conducted a review of the communications from the *** and was unable to locate any communications regarding ****** sexual orientation. Divvy takes its regulatory obligations under the Fair Housing Act seriously and is prohibited from engaging in discriminatory conduct with respect to housing practices. Divvy records show that eviction proceedings were initiated and completed as a result of ****** failure to pay rent for multiple consecutive months . Additionally, ******* claim about non-payment of *************** could not be substantiated, as all *** payments are paid in full, to date. Furthermore, ****** claim that Divvy refused to accept rental assistance could not be substantiated. Records show that while the lease agreement was in effect, Divvy made efforts to work with ****** rent assistance agency of choice and provide payment options to ******. Based on this review, Divvy found that our review could not substantiate ****** complaint concerns and considered this complaint resolved. 
  
  In the event that they have any further questions, Divvy encourages them to reach out to Divvy via **************************************

• Initial Complaint

  Date:09/08/2022

  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.

  Submitted $6000 in ******* down payments for a house that ultimately didn't pass their inspection. I submitted a refund request five days ago and was told I'd hear back from them within 2 business days. I have sent multiple emails over the past week with no response and no phone call back. I am demanding this money back as it is preventing me from closing on an FHA loan.

  

  Business Response

  Date: 09/12/2022

  Hello, we apologize for the delayed response. However, we can see that you have been in communication with our payments team. As noted in the email, we received your refund request on 9/5. It can take 10 business days to see the funds reappear in your bank account, as it depends on your financial institution how quickly the refund will be processed. We wish you well on your home buying journey!

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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.

  Divvy signed a contract to purchase my home and then canceled the purchase the day of closing and now will not respond to my realtor to release the contract

  

  Business Response

  Date: 08/31/2022

  Hello, we will be reaching out directly to resolve the matter.

• Initial Complaint

  Date:08/29/2022

  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.

  I was leasing a home through Divvy. After experiencing relentless problems with the ***************** at the leased property and suffering through what seemed like endless hours of plumbers repairing the same exact problem almost weekly, i decided to end my lease. I followed all proper procedures at move-out, but have yet to receive the refund for the interest paid $400x 12 months. Whats terrifyingly worse is the responses im getting from Divvy. My records of email exchanges and phone calls show that i have been hearing; it takes ***** days after move out to process, It'll be another 10 days, You should have a check by the end of the week, Oh we're processing you now, Oh we're waiting on somthing, The person who handles move-outs is out of town. The person who handles that should be calling you before the end of the week.....that was 90 days ago.I am required to use those funds for housing costs but if Divvy is acting like they will do whatever they want when they want

  

  Business Response

  Date: 09/14/2022

  Hello, we're sorry they haven't had the best experience. Our payments team reached out to explain why they will not receive an equity refund via email. We wish you the best on your home shopping journey.