Complaints

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

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  HomeRiver Group

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

• 

  HomeRiver Group|Chattanooga

  1007 Ashland Ter STE 104B Chattanooga, TN 37415-3566

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  Property Frameworks

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

• 

  HomeRiver Idaho Falls

  1670 John Adams Pkwy Idaho Falls, ID 83401-4360

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:05/27/2025

  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 am filing this complaint against HomeRiver Group Missoula for misrepresenting key information during the leasing process for my current office rental at **************************************************************************Before signing the lease, I specifically asked about the tenants in the upstairs unit, as noise and environment were important factors in my decision. I was told that it was a young family and their baby. I am a mental health therapist who works from home therefore based on that representation, I agreed to rent the space. After moving in, I discovered that the information provided was false. The unit upstairs was rented to a a family of 6- three toddlers under 5 and a newborn. These conditions have caused ongoing disruptions to my business and wellbeing and would have influenced my decision had I known the truth. I consider this a deceptive and unethical business practice. Since I moved into the unit in November, I have lived in persistent and distressing noise of the kids running with no play mats or carpet. I am woken up 3x times at night a week due to running and thumping then resuming again at 6:30am. My counseling business has significantly diminished due to the thumping causing distress to my clients via **********. I am concerned for my wellbeing, as well as is my therapist. I I have tried everything in my power to cope, noise canceling headphones, earplugs, anxiety medication, moving rooms however my nervous system is now so fried I am experiencing extreme and disabling mental health symptoms including insomnia and thoughts of self harm. HomeRiver Group told me that there is nothing they can do and suggested either I break the lease or move into another unit in several months when one becomes available.I am requesting a reasonable partial rent reimbursement and dissolving the lease due to the impact this has had on my livelihood and wellbeing. I also hope the company updates its leasing practices to avoid misleading future tenants.**I can provide videos of noise.

  Business Response

  Date: 06/02/2025

  We have been told the tenant has given their 30 days notice to leave the property now. 

  ********* *********
  4:43?PM (0 minutes ago)
  
  
  to ******, me
  
  
  
  
  
  
  
  
  
  Thank you *****! I cant express how deeply I appreciate your understanding for my experience. Please consider this to be my 30 days notice as of today. I intend to leave the unit clean and ready for the next tenant. I have ccd ****** as well so she is aware. 
  
  

  Our initial responses

   

  Elizabeths concerns have been carefully reviewed, and while we understand her frustration, the nature of her complaint does not reflect a lease violation or management oversight. She is residing in a main-floor apartment within a multi-unit building, where a certain level of noise transfer between units is both expected and unavoidable as neighbors go about their daily routines. Additionally, as leases turn over, the makeup of neighboring tenants may change, which can bring with it different but typical levels of noise.
  The property manager has responded promptly and professionally to Elizabeths emails and phone calls regarding the noise concerns (see attached correspondence). In an effort to support her, she was offered alternative solutionsincluding the opportunity to move to another unit or to provide notice so we could work to re-rent her current apartment and mitigate the remainder of her lease term. ********* declined both options, sharing that she enjoyed living in the home.
  I attempted to speak with ********* today to follow up and was unable to reach her. I followed up via email to let her know that, after speaking with the property owner, they are willing to allow her to terminate her lease with a 30-day written notice rather than holding her to the full term through August 12, 2025.
  We remain committed to working with ********* in a fair and compassionate manner and hope this provides a reasonable path forward.

• Initial Complaint

  Date:05/21/2025

  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.

  I have rented the same apartment for 6 years. I have previously waited weeks, if not months to fix a washer that flooded my apartment. Now, I have been without a fridge and freezer for 16 days (to date). The vendor came and looked at it two days after I let HRG know it wasnt working. He said it had a Freon leak and it will be as expensive to repair as it is to replace. Never heard a word from *** about next steps. I have reached out on 4 separate occasions, with no response. I also reached out to the vendor to see if they knew next steps. They had also received no response from ***. I have a CHILD and a dog, both of which require refrigeration for their MEDICATION. I have explained this, with no response. Based on the other 602 complaints against this company, it appears that this and a number of other issues continue to happen, with nothing but we sincerely apologize AFTER a complaint is made here. This is absolutely unacceptable. Due to *** not performing regular maintenance on their appliances in the 6 years I have lived here, (with the exception of vacuuming out the dryer vent), we lost $793.03 in food. And now were supposed to live out of a cooler with ice that melts everyday and fills any food containers or leftovers we try to store in the cooler with water, let alone the MEDICATIONS? There is zero communication or solution provided by ***, when the responsibility falls solely on them. Filing my complaint here as that appears to be the only way to get any response from ***.

  Business Response

  Date: 05/27/2025

  HRG response regarding the appliance concerns at the property. *** did receive the report about the clothes washer not functioning, and we promptly assigned one of our trusted third-party appliance vendors to assess and repair the issue. Once the necessary parts arrived, the repair was completed as quickly as possible.
  More recently, ****** submitted a maintenance request regarding her freezer not working. We again engaged the same appliance vendor to evaluate the issue. After receiving the repair estimate, the property manager obtained approval to replace the refrigerator altogether, ensuring a quicker and more reliable resolution for the tenant.
  We understand the tenant expressed concern about not receiving responses to multiple outreach attempts. We take all tenant concerns seriously, and the property manager will be reaching out directly to the resident to discuss the situation and ensure open communication moving forward.
  A new refrigerator has been purchased and is scheduled for delivery today. We appreciate your understanding and continued partnership as we work to provide timely and effective service to all residents.

• Initial Complaint

  Date:05/19/2025

  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.

  I created a work order for my ** unit not working on May 2nd, 2025. On May 6th, 2025 a vendor came out and looked at the ** unit diagnosed problems sent over an estimate for that along with an estimate for the ** unit being replaced. Received no update on timeline on the process moving forward was just told from the 3rd party group that relays the information that we will notate this issue as Urgent and send it over to the dispatcher, and were sorry for the inconvience. At this time it is 77 degrees in my house. Fast forward to a week later it is now 81 degrees in my house I have another vendors come out on Wednesday May 14th, 2025 they diagnose the problems and give estimate for repairs to get the unit up and running, along with replacement of the unit and HV** system as all of this equipment is from 1997. Home River Group says that they would like another vendor to come out and give another quote, after multiple phone calls and complaints they have approved for the unit to be replaced with **** Property Maintence, the technician was supposed to be out between 12-4pm on Friday May 16th, 2025. When I called in I was told that the unit was available for pickup at noon but they have nobody scheduled to do the work. I have called this morning on Saturday May 17th, 2025 and still no one is scheduled to do the work even though the work order has been approved for the work to be completed. Its still 81 degrees in my house and still can not get an answer for when a technician will be out to complete the repairs, we are on Day 15 and counting of dealing with this issue.

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and discomfort this delay has caused. At HomeRiver Group, we take all resident concerns seriously and appreciate the opportunity to provide additional context regarding this service request.
  On May 2, 2025, the resident submitted a work order for an inoperable **** system. Our records show that an initial vendor visit occurred on May 6, and a detailed estimate for repairs and replacementtotaling $11,505was received on May 14. Per our standard procedure, and at the owner's request, we sought a second estimate to ensure cost effectiveness and to provide options for resolution. The second estimate was obtained from **** Property Maintenance and submitted on May 15.
  The property owner approved Lulas estimate on the same day, May 15, and **** confirmed they would take on the work. Due to the scope and complexity of the **** replacementwhich requires multiple days to completecoordination between the residents availability and vendor scheduling was essential. Unfortunately, the resident was not available for installation on May 23 or May 24, the earliest dates **** could accommodate.
  The next available date for **** to begin the installation, based on both technician availability and the need for uninterrupted access to the home, is June 2, 2025. We understand this is not ideal, especially given the rising temperatures, and we are truly sorry for the delay.
  We recognize that clear communication and timely service are critical, and we are reviewing our processes with third-party vendors to ensure better alignment and responsiveness in situations like this moving forward. We will continue to monitor this work order closely to ensure the installation begins on June 2 as scheduled and is completed efficiently.
  Thank you again for your patience and for allowing us the opportunity to respond.

• Initial Complaint

  Date:05/19/2025

  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.

  Since May 1st, 2025, my family and I have been trying to pay our rent multiple times. The first attempt was returned back to our financial institution for insufficient funds, in which the bank informed us of a negative balance of 66 cents after payment was initially made. The second attempt we had made sure there was enough funds in the account to cover. After the submission of the second rent payment, there was a remaining balance of $29 positive in the account. They promptly returned the check again for insufficient funds. We made several attempts to resolve the issue, but the call center told us they have to make a request for their "Senior" Coordinator to call us back, in which we have received no call back from anyone. I have documented evidence to report to anyone at the Better Business Bureau if requested.

  Business Response

  Date: 05/20/2025

  Weve reviewed your account carefully, and all charges appear to be accurate. Three payments submitted in May 2025 were returned by your bank due to insufficient funds. While we understand there was a positive balance shortly after two of the payments, banks may have other holds or pending transactions that affect the available balance when the transaction is actually processed.
  
  We know this has been frustrating, and were sorry if you didnt receive a callback from our support team as expected. Thats not the experience we aim to provide. That said, we didnt find any fees on the account that would be eligible for a waiver since all returns followed our standard payment policies. If you have documentation from your bank that shows otherwise, were happy to take another look. We're here to help and want to make sure everything is resolved fairly.

• Initial Complaint

  Date:05/16/2025

  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.

  I was a client of a previous company that HomeRiver Group bought, and it was downhill from there. The first thing they did was fire my property manager who was great, and then put in an inexperienced person who didn't even communicate with me. Later, after 15 years renting out my property, HomeRiver Group dropped me like a hot potato after I told them I was going to sell the property. They dropped me when I needed them most - the time when the property was vacant until I had the closing. This is the exact time when an out of state owner like myself needed help at the property. I found out when I asked for their help to assist me in fixing some maintenance issues before closing. They refused to help because they already "closed the account." I couldn't believe it. I never told them to close it out and being under contract does not mean the sale is guaranteed to happen, and/or I may decide to de-list the property and rent again. They also lied to me several times during that time. Also, despite what they say, they are not a full service management company. They don't even manage utilities for you between tenants. Also, about a two years ago, when a tenant put in a ticket for the ***** their "maintenance manager" quoted me 10 grand to replace the entire system. I didn't accept that and got my own contractor. The system only needed a $100 part to fix it! They dropped me without telling and still haven't paid back my $300 "portfolio minimum."

  Business Response

  Date: 05/27/2025

  We apologize for any inconvenience and misunderstandings caused for the client. The end of management date was set for 5/31/25 and that is normally when the $300 deposit would be processed and refunded. We are going to accelerate the time table per the client's request and close out the account earlier so we process the $300 refund. 

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23337644
  
  I am rejecting this response because I want an explanation for why I was just dropped and not provided management support which you just acknowledged was through 5/31/2025.  Why was I dropped weeks before that? Why was I lied to? I was a client for 15 years.
  
  Sincerely,
  
  Gaaron ******

  Business Response

  Date: 05/28/2025

  We understand that the transition from property management to the sale of a property can be a stressful time for an owner, and we regret that the owner feels dissatisfied with the handling of her property during this period.  However, we would like to clarify our company policy and correct several inaccuracies  
  Our companys property management role concludes once a tenant vacates and the owner decides to list the home for sale with an outside real estate brokerage. At that point, all coordination, repairs, and preparations associated with the sale of the property become the responsibility of the listing agent and the owner and the property management agreement is terminated.  This was communicated to the owner and we have been open and transparent in that communication.  
  This policy exists to avoid conflicts of interest and provide a clear delineation of responsibilities between the property manager and the sales agent.  The owner was informed of this policy prior to her decision to list the property for sale and was not misled at any point. We respectfully disagree with the allegation that she was lied to.  
  We understand the owner would like additional services beyond the scope of our agreement and policy, but for the reasons mentioned above we must adhere to the terms of our agreement and remain fair and consistent with all clients.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into one of there properties in ************, IN last years in July. I was involved in a domestic violence incident at this property which forced me to move from this residence for my safety and safety of my children. I provided all legal documents of why I needed to move. And they illegally charged me an early termination fee and exhausted my security deposit of $1900. I reached out to the property manager and again provided legal documents as to why I needed to vacate the property. I was informed that they removed the early termination fee. I was then sent a letter which was my move out summary, this company trumped up charges that they claimed were damages to this property to further withhold my security deposit. I then sent the property manager my move in summary and photos that these damages were already at the property when I moved in. The property manager stated that she would fix my move out summary, and send me a final invoice. Homeriver group is only willing to return 1/3 of the $1900 security deposit with no proof that damages where done to the property or repair receipts that this damages where repaired at the cost of the move out summary stated. I believe that this company is trumping up the cost of the repairs to keep my security deposit. I have attached move in photos and move in summary as well as move out photos below. It would not allow me to add all of my photos but would be happy to email them to another email

  Business Response

  Date: 05/20/2025

  HomeRiver Group (HRG) has reviewed Ms. ********** complaint and would like to offer the following update.
  
  
  The property owner and HRG were very sorry to hear about the difficult situation Ms. Anderson experienced through her domestic dispute.  Regarding the early termination penalty, Ms. ********** Property Manager had already informed her that this charge was on her ledger due to HRG protocol but would be removed upon receipt of the necessary documentation or owner approval.  Ms. Anderson did provide sufficient evidence, and the charge was removed from her ledger prior to receiving her complaint.  This was already communicated to Ms. Anderson by her Property Manager and prior to receiving the complaint, so no further action is needed on this matter.
  
  
  Given the increased communication and threats of legal action from Ms. ********, HRG also re-evaluated the additional charges on her ledger with the property owner.  Out of sympathy for her circumstances and hopes to end the conversation, the owner agreed to credit her $200 towards cleaning, $189 for the blinds, and $128.25 for the closet door replacement.  The remaining charges are considered legitimate and will stand based on her move-out evaluation.  The most significant charge of $357.75 is for the front door slab replacement.  Due to the extensive damage to the door during Ms. ********** tenancy, a full replacement was necessary for property security.  This charge, along with the others, are documented, and the reasons can be clearly explained through the move-out evaluation, supporting documents, and photographs.  HRG can provide these details if further clarification is required.
  
  
  The owner has been understanding of Ms. ********** situation.  However, he does not believe he should be responsible for the damages and cleaning needed to restore the property to the condition it was in when Ms. Anderson moved in.  Both the owner and HRG are confident that the remaining charges are Ms. ********** responsibility and have been appropriately applied to her ledger.
  
  
  Please let us know if you have any further questions regarding this matter."
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23325198
  
  I am rejecting this response because:?I am rejecting this response because: they continue to charge me for a deep cleaning fee of the appliances when this was the condition of the appliance when I moved in. There were nets in the refrigerator , the refrigerator was already soiled, and reeked of a foul odor upon my move in. Which is stated in my move-in summary below. As pictured in the last photos, the refrigerator was thoroughly deep cleaned upon my move out. The oven was in poor condition as I moved in as well. I feel as if company trumped up charges so they could keep the remainder of my deposit. I understand that I am responsible for some of the damages that were caused from my move out, but what they are failing to admit is that I paid two months rent in advance when I got my taxes, which was for April and May and I was forced to move out April 14, due to circumstances that were not of my own. I provided all information that they needed. I never asked for the remainder of my Aprils rent just for my security deposit to be returned to me. I asked them to return $1275 of my deposit that was originally $1900. I do take accountability and ownership for the repaint of the property, and also the door charges. But if they send my move out summary, you will see the charges that they added, and also see why I threaten to obtain legal representation. what the owner is failing to state is that I have also had several issues with him that I had to contact the ***************************************** just to get him to fix issues within the property while myself, and my children were living there. We went without hot water for nearly 2 weeks because the owner did not want to pay the company he had come out to fix the issue. My hot water heater was rigged up and the certified plumber that came out deemed get unsafe for us to continue to run gas to this water heater that could have possibly blown up by myself and my children were there. The certified plumber turned off the gas to the water heater. That is what left us without hot water until the owner came and fixed it which was about two weeks later. I had to boil water on top of a stove just to bathe myself and my children because the owner did not want to pay this company the price that they were asking to fix the rigged up water heater. All Im asking is for the return of $1275 which I feel is rightfully mine. I feel like that this company is taking advantage of a single mother in a terrible situation. I also feel like what they are doing is unjust and more people need to speak up about these companies, taking advantage of people. And all I feel like this property was unfit for me to move in and I stated so to several emails to my Property Manager. Which this company and the owner use the fact that I was under lease with them and that if I move, I was entitled to pay early termination fee so instead of moving, I tried to honestly make the property suitable for myself and my children, I was a great tenant, and I feel like they are taking advantage of my situation
  
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/29/2025

  HomeRiver Group (HRG) and the owner of the property is again very sorry about the circumstances that led to Ms. ********* departure from the property.  We took steps to ensure she could terminate her agreement and leave the home as quickly as possible.  While we sympathize with her situation, we believe the damages charged and deducted from her deposit are in accordance with the lease agreement and are not mitigated by these circumstances.
  
  
  We understand there were maintenance concerns during her tenancy; however, these were addressed and are separate from the move-out charges in question. The move-out inspection photos clearly document damages requiring repair that were not present at the time of move-in.
  
  
  Regarding Ms. ********** concern about inflated charges, all damage costs directly resulting from the tenancy were charged based on the vendor estimates we received.  We did not inflate these costs, and the vendor pricing can be verified in the estimates previously provided to Ms. ************************ reviewed the remaining $200 worth of cleaning again with the owner.  In hopes that Ms. ******** can now move forward with her life, the owner agreed to waive the full cost of cleaning the property. While we are sympathetic to Ms. ********** situation, the owner and *** maintain that we are not responsible for covering the tenant-caused damages.  No further concessions will be made

  Customer Answer

  Date: 05/29/2025

   
  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 would like my refund check of the $948 sent to me within 5 business days.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:05/13/2025

  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 are tenants at ***************************, managed by HomeRiver Group on behalf of the property owner (*******************). We have experienced persistent and unresolved problems with water utility billing and basic property management for well over a year.The water bill, which is managed under the landlords name, has inexplicably increased to nearly $500/month. Despite numerous written and verbal requests, HomeRiver has failed to provide clear billing statements, usage records, or any legitimate explanation. Our own attempts to contact Salt Lake City Utilities were blocked because the account is not in our name.On top of that, we have received repeated shutoff warnings and, at least once, a temporary shutoff due to HomeRivers delayed paymentseven though we have been paying the charges they apply to our ledger. When we requested a leak inspection, they delayed and dismissed our concerns for months. City utility personnel later identified a likely internal leak and abnormal meter activity, but HomeRiver did not follow through.HomeRiver also failed to respond meaningfully to a respectful letter sent directly to the property owner. At one point, they deflected our concerns by calling our emails escalatory and limiting us to written communication, without offering any real help. To this day, we still have not received a transparent explanation, proper documentation, or accountability.This has caused significant stress, financial burden, and degraded living conditionsissues that could have been resolved with basic communication and proper property management.We are filing this BBB complaint because HomeRiver has not acted in good faith, despite being repeatedly informed of these issues over many months.

  Business Response

  Date: 05/20/2025

  Regarding the increase in water charges: The increase in water costs experienced by the tenants coincided with a city-wide increase in water rates imposed by Salt Lake Utilities. This was an external factor affecting all properties in **************, and not an isolated increase applied solely to this property. Furthermore, our records indicate that there are currently five adults residing in the home. The water usage observed is consistent with that of other properties we manage with a similar number of occupants.
  Regarding plumbing inspections and usage: In response to concerns about high usage, we dispatched a licensed plumber to the property multiple times to inspect the water meter and plumbing system. The plumber conducted thorough checks, including replacing all toilet flappers as a precautionary measure. Each inspection confirmed no abnormal meter readings or plumbing issues, either inside or outside the home. All findings from these inspections were communicated directly to both the tenants and the property owner. Given the repeated professional assessments showing no irregularities, the owner has opted not to authorize further plumbing inspections at this time.
  Regarding the two-month charge: There was indeed one instance where the tenants were charged for two months of utilities simultaneously. This occurred because a prior month's charge was inadvertently missed. To prevent service interruption (as the account was late and subject to shut-off), our accounting department made the necessary payment. We discussed this situation thoroughly with both the tenants and the owner, clarifying that the two-month charge accurately reflected the total outstanding balance owed for the period.
  We believe that our actions have been transparent and appropriate, reflecting both the external utility rate changes and diligent efforts to address the tenants' concerns about consumption. We are committed to fair and accurate billing practices and have provided all available information to support the charges in question.

• Initial Complaint

  Date:05/13/2025

  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.

  I have been living in the rental property through Home River Group. With ***** **** as my property manager. It is extremely difficult to get anything done maintenance rise. My downstairs sunroom had mold from flooding that has yet to be fixed and cleaned. My bedroom ceiling has water damage and cracking due to a leek in the roof. They patched the roof but left the damage. My tub and bathroom toilets have clogged multiple times, each time someone who doesnt speak English has came out to fix them. The last time me being told it was just hair and to get a hair stopper. I purchased the stopper just for the same thing to reoccur. Just to be told someone will be out with a scope and camera to look at the problem. Took them 2 weeks to send somebody out. The man came out and was there about an hour and I was told the line was clear. Didnt think to check my toilet because I assumed the work had been done. Just for my toilet to still be clogged. Now I have mold in my basement , bowl and sewage build up in the toilet going on a month now.

  Business Response

  Date: 05/19/2025

  HomeRiver Group (HRG) has reviewed Ms. ******* complaint and would like to provide the following update.
  
  
  Our records show that Ms. ***** has submitted three work requests with similar concerns.  The details of these requests are as follows:
  
  
  * On January 19th, Ms. ***** submitted a work order titled "Tub Draining Slowly," which was subsequently resolved.  Property Manager ***** **** received the request and dispatched a vendor who snaked the drain to restore proper drainage.  The invoice for this service is attached for your reference.
  
  
  * On April 4th, another work order was submitted for a similar issue, titled "Tub or Shower Clogged."  This was also resolved.  Property Manager ***** **** again received the request and dispatched a vendor to snake the drain.  The corresponding invoice is attached.
  
  
  * Most recently, on April 24th, Ms. ***** submitted another work order concerning the same issue.  Property Manager ***** **** once more dispatched a vendor who addressed the problem by snaking the drain.  Photos of the cabling  for this completed work are attached.  Additionally, please find a screenshot from Ms ***** acknowledging the resolution, as uploaded by the vendor.
  
  
  Ms. ***** later sent an email indicating that the issue persisted after the last vendor visit.  She stated that she did not notice the problem again until she accessed the basement sometime later on.  In response, Property Manager ***** **** created a new work order and assigned it to the vendor to conduct a more thorough review of the entire drainage line system in hopes to address this recurring issue permanently.
  
  
  In line with Ms. ******* request for a "repair," the situation is currently underway and progressing towards her desired resolution.  HRG and the owner kindly request Ms. ******* patience while the remediation process, as arranged by her Property Manager, continues to move forward.  Ms. ***** has been consistently updated on the status and progress of her concerns through her online tenant portal, the work requests she submitted, and direct communication with her Property Manager.  The owner and HRG look forward to an end to this issue for all involved.
  
  
  Please let us know any follow-ups on this topic."
  
  

• Initial Complaint

  Date:05/13/2025

  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.

  It has now been three weeks without A/C in our unit and it is nearing the 80s and 90s outside. They have been telling us certain days they would come out and fix it but then the repair men don't show up at all, or show up the next day, unannounced and tell us that either they have to get someone else to do the repair, or they have to take measurements of a space. I have been told IN PERSON by the repair people that the A/C would be fixed by friday of last week (5/9/25) they did not show up until that Saturday, took out the air filter from the A/C and said it would be completed by today (Monday, 5/12/25) they have yet to show up, and never sent a preemptive message to say they would be here. Soon, the temperature inside the building will reach inhospitable conditions and there is no way to contact the landlord or repair men, as they do not have any direct phone number for us to call and discuss this matter.

  Business Response

  Date: 05/19/2025

  HomeRiver Group (HRG) has reviewed Ms. ******** complaint and would like to provide an update.
  
  
  We understand Ms. ******** frustration regarding the lack of air conditioning; however, the issue was addressed and has been fully resolved.  Prior to receiving the complaint, the owner approved an estimate exceeding $9,000 for a new A/C unit, and the work itself was completed.  As a result, Ms. ******** air conditioning is now functioning effectively, even better than when she initially moved in.
  
  
  Throughout this process, Ms. ****** received updates on the status of her work request through her online portal, via Meld, and through direct communication with her Property Manager, ***** ****.
  
  
  Given that the estimate was approved, the work was completed, and updates were provided before Ms. ******** complaint was received, both the owner and *** consider this matter fully resolved.
  
  
  Please inform us if you require any further information."
  
  

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/13/2025

  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.

  I am currently a tenant living in a home managed by Hone River Group. I paid rent for the month of May 2025, however the company is still charging me daily late fees. They have my rent, and an additional 54 dollar charge to be able to use their online portal. As each day goes by I am charged additional late fees. When I call their offices there is a message stating to call back during business hours, even though I call between the hours of 9 am and 5 pm on weekdays. The recording they provide asks the caller to leave a message and they will return your call, but after their recording ends the call ends. I am still being charged daily late fees and it seems the company is purposefully out of reach. They have also locked me out of their online portal so I am unable to pay anything towards the late fees or next months rent. I feel this will be a problem when it comes time to pay the rent next month.

  Business Response

  Date: 05/20/2025

  We were contacted yesterday by both the tenant and the owner regarding a recent payment issue submitted through the maintenance portal.
  
  The tenant initially made a payment on May 6, 2025, which was later returned due to non-sufficient funds (NSF). Before we were notified of the failed transaction, the tenant accessed the portal and submitted a second payment on May 8, 2025.
  
  After the second payment was processed, we received notice from the bank that the original May 6 payment had bounced. As a result, late fees were automatically applied for the period between May 6May 8, along with a $30 *********** fee. The tenants portal access was temporarily disabled due to the returned payment.
  
  We spoke with the tenant yesterday, restored her portal access, and removed the additional late fees as a courtesy. However, the $30 service fee remains, and the tenant has been informed that it is still due.