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

  1 Chase Corporate Dr STE 400 Hoover, AL 35244-7001

• 

  HomeRiver Charlotte

  307 W Tremont Ave Ste 200 Charlotte, NC 28203-4902

• 

  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:05/19/2025

  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:05/14/2025

  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.

• Initial Complaint

  Date:05/06/2025

  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.

  There were several incidents with this company that forced me to relocate. Upon initial move in i was having a massive buildup on my dishes. I personally cleaned it and it still has issues which is when I contacted the maintenance. It damaged multiple dishes on which i had to throw out. There were multiple times that maintenance had to come and they refused to replace the appliance so I dealt with damaged dishes for 3 months. March 1, March 22, May 22 and was finally resolved until May 23. The more concerning issue was more recent where my clothes started to get burned and marked. I had about 4 sets of my children's pajamas, 4 of my hoodies, 6 comforters, 10 leggings, 5 bras, and countless underwear burned and branded from the dryer vent. The initial complaint was nov 4, the part was on back order, it was replaced dec 12, the issue started again jan 14, then fixed a few days later. But the issue kept coming back and destroyed more clothes. When I asked for damage compensation the manager gave a simple no and did not reply to any other content in the email. During their annual inspection they found the water heater leaking dec 19. They did not follow up. I submitted a work order for this to be fixed jan 15. When I moved out I submitted another work order to fix the base board and carpet that was damaged from the leak. They fixed the board and not the carpet. I also had a $600 puzzle damaged due to this. That i did not expect anything from as I was laughed at prior. Upon move out the lease asked to get a professional cleaner and carpet cleaner which i did (including the mold from the leak of their appliance). They still charged me $1250 out of my deposit and only refunded $550 of the $2495 owed. There was another charge of carpet repair with no description and hole patching and paint which I also did prior to move out. I had received matching paint from their maintenance man for me to do this. This company lies, cheats, and steals from their tenants.

  Business Response

  Date: 05/19/2025

  Thank you for bringing this to our attention!  All claims for damaged items would need to be handled by your renter insurance provider and we would be happy to help with any documentation that they would need if you let us know.  In relation to your Deposit return I have reviewed all of the documents related to the move out and have determined that all charges are within the guidelines outlined in your lease agreement and the proper documentation has been provided.  If you would like to visit more about this please feel free to reach out to me directly at ************************************************************

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in to this property in 2016 and I was the individual who placed the deposit.Over the years, I had stayed on this lease with various individuals joining the lease, then leaving. I have been the original lease holder since the beginning.I moved out in 2023 and was issued my deposit back in the form of a check that was maid out to myself and the two other individuals who joined this lease at a later time. I am unable to deposit this check due to the fact that it isnt made out to myself or in the following format "**** ***** or **** *** or **** ***".I had an ongoing dispute with homeriver group in 2023 trying to get them to reissue the check in a correct format so it can be deposited, only to find out they have to include the most recent tenants listed on the check.I was contacted again recently by homeriver indicating they would be mailing me my deposit check. Unfortunately, they sent the check to me in the same format. "***** ******* and ***** ***** and ****** *********". I cannot deposit this check in this format and the other 2 individuals on this check are not in contact with me. I am asking homeriver to please reissue my deposit back in my name or in the format of "***** ******* or ***** ***** or ****** *********". It is redundant to not do this, as the other 2 individuals were not part of the lease when I put this deposit on. This is my money and I need it back. Please make the correction on the check and mail it to me so I can get my deposit back.

  Business Response

  Date: 05/08/2025

  ***** thank you for reaching out about your issue with the Security Deposit refund being made out to all of the tenants on the lease and not just you.  Roommate situations with deposit returns are always difficult.  Unfortunately legally we have to include everyone on the lease on the security deposit pay out and can not list them as "or".  The property manager has reached out to all 3 of you to get written authorization from all parties to issue the check out to just you and unfortunately that authorization is not coming as of today's date.  We are also looking into sending out 3 seperate checks of equal amount to each of you so that you are able to cash them but these are our only options at this time.  
  
  
  Please let us know at your convenience if the option of the equal checks would suffice in this matter with the legal restrictions that we have.  
  
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23290701
  
  I am rejecting this response because:
  One of the tenants is not going to respond to home rivers email. I specifically asked homeriver if they can reach out to this tenant x amount of times in an effort to get authorization from them, and what would happen after so many attempts to do so. I am rejecting this response until homeriver makes a more reassuring effort to get authorization from a tenant that is *** and explains to me how we will be able to proceed with a tenant that will not respond. This particular tenant was difficult to live with and had a falling out with the other tenants. As a result, they are not going to respond to any efforts of getting this deposit back, I can guarantee this. 
  
  The only reason I asked for it to be mailed out separately was in an effort to try and get a fraction of my deposit back without having to get authorization from an unresponsive tenant. It was made clear to me that that is not an option anymore, as homeriver would still need to get authorization from all 3 tenants. 
  
  I have luckily reached out to the one of the other tenants, who was able to deposit this check with me, however, I was made aware that there is a high likelihood the check will bounce since it was only signed by 2 out of the 3 tenants. That being said, the uncertainty of all of this is still lingering.
  
  I believe a fair resolution to this would be for homeriver to attempt to contact the *** tenant either by phone call or email 2 or 3 times to get authorization, and based off of their attempts, they can make a decision on if they will reissue a check to 2/3 responsive tenants or not.
  
  I
  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/13/2025

  *** has initiated contact with all individuals identified as tenants on the lease agreement and will persist in its efforts to secure responses from them. It is acknowledged that you and one other listed tenant have deposited said Deposit return check, and are currently awaiting confirmation of its clearance by the financial institution. Should the deposited funds be rejected or returned by the bank, please notify *** immediately to enable us to continue assisting you in navigating this co-tenancy matter within the framework of the lease agreement and applicable law.

• Initial Complaint

  Date:05/01/2025

  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.

  This property that Im renting has visible mold, water damage to the wall and floor tile. The room in question was a carport that they closed in and didnt do it properly. Rain floods the front porch to where I cant go out of the door, the water floods the entire room. I reported this issue in November and again April 4th. It has not been resolved after sending at least 4/5 vendors to get quotes on what will need to be done to repair it. They patch things up and never complete the job. Ive made many attempts to speak with a manager. The city of ********* stated that this is a civil matter that will need to be addressed in court. This company is a nightmare and I have documents to prove how much Ive dealt with since last year. I need your help to hopefully get these issues resolved, or advice on how to walk away from my lease.

  Business Response

  Date: 05/08/2025

  Thank you for the opportunity to respond to this matter. We value all residents and take their concerns seriously. Our team is committed to providing prompt maintenance service and clear communication in accordance with our policies and lease agreements.
  Plumbing Issues:
  We acknowledge the residents concerns regarding ongoing plumbing issues. Our records confirm that we have been actively working with licensed professionals to address the matter. The vendor was able to provide a bid on 4/18 for the exterior work, which was approved the same day by management. The work was completed within a week. The additional work was estimated and completed today to address any future leaks as well. At this time, we're currently waiting on a final estimate to address the interior work, which has been communicated to the resident.
  Resolution:
  We remain open to continued communication with the resident to resolve these concerns. Once the vendor has provided their estimate, we will be able to proceed with the work. A representative will contact the resident directly to discuss the outcome and any appropriate next steps once approval is received.
  We appreciate the opportunity to address this matter and are committed to ensuring a fair and timely resolution.
  
  
  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23270976
  
  I am rejecting this response because: The vendor was a no show no call twice. After putting the drain/drench down that didnt resolve the issue it made it worse. The vendor came and extended the drain line and not sure if that will work until it rains again. Ive requested 4/5 times that the property manager call but they refuse to make phone contact. Im going back and forth with them about how dangerous this mold is, and the water thats behind the wall and under the tile has caused a very bad odor. *** also requested that they compensate me by reducing my rent for this month because of these issues but they refuse to speak with me about it instead they are making excuses and giving me the run around about it. They are not handling this matter professionally. It definitely wouldnt have taken  over 30 days for a professional company to resolve this matter.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/15/2025

  We appreciate the opportunity to respond to the concerns raised and remain committed to providing a timely and fair resolution.
  Plumbing Issues:
  Following a thorough inspection by our vendor, it has been confirmed that the drainage system is functioning properly. Nonetheless, we remain attentive and will continue to assess and address any additional concerns brought to our attention by the resident. Currently, our vendor is managing the restoration work today, and all necessary steps are being taken to ensure the situation is resolved.
  Resolution:
  We value open communication and are committed to working collaboratively with the resident to reach a satisfactory resolution. Upon confirmation that the work has been completed, a representative from our team will contact the resident directly to verify whether any outstanding issues remain.
  We thank you for bringing this matter to our attention and appreciate the opportunity to address and resolve the concerns raised.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23270976
  
  I am rejecting this response because: I have reached out many times for the property manager to return my calls. I received a letter to vacate. I requested an adjustment/compensation for **** rent, and I was told they would make the adjustments once the work order was completed. Ive spent additional money buying products to minimize the horrible smell, unwanted bugs(worms,ants, and mosquitoes) caused by the sitting water in the drain/flooding. I was also told to file an insurance claim for my damaged property. The vendor that came yesterday use a strong chemical that smelled like bleach which made me sick, and painted over the mold. Im waiting for someone to come today and tomorrow to take a look at the foundation of the home. Ive been patient with them for 42 days to get this resolved. Im not trying to live for free. I have every intention to pay rent like Ive done since Ive lived here. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:04/23/2025

  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.

  HomeRiver Group Missoula owned and was managing my apartment at ******************************************************* from Summer of 2023 to October of 2024. In May of 2024, my two roommates and myself began our attempts at contacting our property manager to discuss the lease that was to be ending July of 2024. In September of 2024 after four months of continuous emailing and attempted contact that is all documented, our property manager *** finally responded. At the time of her response, my two roommates had already moved out as the lease had ended and I was still at our property paying rent with no active lease and no way to resign or add new roommates. When HomeRiver Group and *** had finally contacted me about the lease, they asked I hurry in the process of my old roommates dropping from the lease and my new roommate being added as they were about to transfer the management and ownership of our apartment to Caras Property Management. HomeRiver Group also insisted I reapplied to the apartment I had/have been living in and told me the 50 dollar application fee would be credited to my rental balance for the next month. In October of 2024, our apartment transitioned from HomeRiver Group Missoula to Caras Property Management and, in that process, we were informed by ***** that our 900 dollar security deposit as well as the 955 dollar month of rent for November was missing. In December of 2024, HomeRiver sent over the 900 dollar security deposit, however never transferred the missing month of rent. After talking with ***** extensively, they have reiterated that HomeRiver Group Missoula is solely responsible for the missing finances. It is now April of 2025 and HomeRiver Group Missoula still has not sent the remaining money, however we have accumulated over 100 dollars in late fees and are facing a warning of eviction. They owe 955 dollars in rent, 50 dollars to refund me for the apartment application that was never credited back, and at least 100 dollars in late fees.

  Business Response

  Date: 04/29/2025

  Thank you for reaching out to us with your concerns. HomeRiver Group transferred the tenant deposit of $900 and the $75 prepayment to the property owner on 11/1/2025 when management of the company was changed to the new company. *** did not receive any additional payments after this date according to our records. Please feel free to reach out to us directly if there are any questions.