ComplaintsforHomeRiver Group

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into this rental 5.27.2024 we did not have appliances or a working air conditioning. The appliances came 5.31.2024. The air conditioning unit still doesn't work. I live in ***** so it's 92 above in this rental. No one is reaching out. The maintenance coordinator is not responding to the complaints. We got a call from the maintenance coordinator asking if would accept window units, we said yes. No window unit ever came. We are going on the three weeks withput a working air conditioning unit

  

  Business response

  06/11/2024

  *****, 
  
  
  The warranty team is working diligently to address your AC issues as quickly as possible. We have received confirmation that window units have been provided as of today 6/11. Once the repairs are complete, please reach out to your property manager to discuss the possibility of a rent credit for the maintenance issues you have been experiencing. 
  
  

  Customer response

  06/12/2024

   
  Complaint: 21826439
  
  I am rejecting this response because: It's 89 degrees in this unit and no one has reach out to correct the issue.  The window unit has left my home windows opened to anyone daring enough to pull the unit out and enter my home.   I am rejecting this because its going on 4 weeks and this issue hasn't been fixed 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/13/2024

  Thank you for bringing the maintenance issue to our attention. Our maintenance team is currently assessing the situation and we are making every effort to address it as quickly as possible. We understand the importance of having this issue resolved promptly and appreciate your patience and understanding.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Air condition has not been working properly for past 30 days. The air conditioner is unable to cool home. For several hours a day the thermostat ranges between ***** degrees even when set to a cooling temperatures in high 70s. Home River group has sent AC companies to review the problem and as of approximately one week prior the photo taken by certified AC technician registered temperatures inside the home reaching above 100 degrees in several areas. The home is not able to be safely occupied in my opinion during certain hours on the day. Management knows of this issue and has not returned one single call since the last technician recorded these temperatures. They have not even offered the simplest things such as fans or any information of when the home will be fixed. The electricity bill has gone up my more than 50% this month simply because the unit will not turn off because its unable to cool the home. Discovered minimal to no attic insulation in accessible portions of roof line. This company in my opinion does not value health and safety and is more than willing to collect rent but not supply services to customers who truly need it.

  

  Business response

  06/14/2024

  "Good Afternoon, 
  Thank you for sharing your concerns with us, and we sincerely apologize for the difficulties you have encountered. We understand how important it is to have a comfortable and fully functional home, and we regret the inconvenience this situation has caused you.
  Please be assured that we are actively working to address all the maintenance issues you have reported. Our team is coordinating with maintenance personnel and external service providers to resolve these matters as quickly as possible. We are also aware of the minimal to no attic insulation in accessible portions of the roofline and are addressing this as part of the overall solution.
  We regret that management has not returned your calls since the last technician's visit. We apologize for this lapse in communication and assure you that we are taking steps to improve our responsiveness.
  Once all necessary repairs have been completed, we are happy to discuss a concession as a gesture of goodwill for the inconvenience you have experienced. Our priority is to ensure your satisfaction and to restore your home to the expected standards.
  We appreciate your patience and understanding as we work to resolve these issues. Please feel free to contact us directly if you have any further concerns or require additional assistance.
  Warm regards,"

  Customer response

  06/17/2024

   
  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

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a new renter with Home River Group. Overlooking many discrepancies to their commitment to my lease, and I do believe much has to do with the owner not wanting to repair anything. But tonight, in fact, right now, the shower in the main bathroom will not shut off. The handle is not working and not turning the water off. This happened at 7:35 pm EST, I have been on hold for over 20 minutes for the emergency maintenance, and now am waiting for a call back. That has been another 15 minutes (so far). The water is running and the shut off is BEHIND THE HANDLE WHICH IS THE PROBLEM. I will have to go and purchase tools if no one calls me, which, unfortunately due to the experience thus far, I have a feeling no one will. I expect an emergency to be considered just that.I am now also waiting on a sprinkler system to get fixed, the owner has been sitting on this since I moved in. The home was not clean when we moved in, there were and are other ongoing issues which I have overlooked. This is enough. I have zero faith in this company and have a two year lease signed with them. I have purchased my own watering devices for the lawn, and now, am probably going to have to purchase my own fix for this as well. I would like them to be contacted and investigated as this is not acceptable for any company,

  

  Business response

  06/11/2024

  *********, 
  
  
  We appreciate the opportunity to address these matters directly.We are committed to executing all repairs promptly and effectively to meet our residents' expectations, ensuring simultaneously that our property owners are content with the maintenance services rendered for their properties.
  
  Shower Maintenance Resolution:
  On the evening of June 8th, we received a report of an issue with the main bathroom shower. Despite the resident's decision not to follow our triage advice to shut off the water, our team efficiently coordinated a response. By 8:59 pm, a vendor was engaged, and at 9:01 pm, we communicated with them to schedule the repair. The vendor confirmed with you the next morning that the proposed time slot of June 10th between 6:00 am and 8:00 am was acceptable. We are pleased to report that the repair was finalized and verified by photographic evidence at 11:37 am on June 10th.
  
  Lawn Maintenance Status:
  Regarding your concerns about the lawn, as documented via email communications, we have engaged a professional landscaping company to address and repair the sprinkler system. This work is currently in progress, and we are committed to ensuring that it is completed and we will provide updates as they become available.
  
  We regret any inconvenience you may have experienced and wish to assure you that Home River Group is committed to upholding high standards of property maintenance and tenant satisfaction. While we are unable to accommodate your request for financial compensation, we are focused on providing resolutions that ensure our properties are well-maintained and that our residents' concerns are addressed promptly.
  
  Should you need further assistance or wish to discuss this matter in more detail, please do not hesitate to contact us.

  Customer response

  06/15/2024

   
  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; however, I would like to correct the actions to the emergency. The water was shut off, but I had to call twice to the emergency line-the first intake rep did not file any emergency ticket as the second rep explained that it was not done.

  All corrections or repairs have not been done without resistance and time wasted by Home River Group. The home was not clean when we moved in, their were holes in the wall, a broken washing machine that is still in my home that I was told will be taken away, and towel racks that were literally hanging off the wall. I take respect in the home I live in, renters or not. I just wish Home River Group did the same.

  Sincerely,
  

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

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved in officially on May 31, 2024, since then Ive made several maintenance requests for several issues including the air not working, not having an HVAC unit, not having electricity in certain rooms, and not having hot water. Ive been calling the mine and they keep saying someone would be out. One guy comes out for an electric check but he tells me the company refused to pay for more than an hour so he would have to come back when they approved the estimate his boss sends over.

  

  Business response

  06/13/2024

  Dear **********,
  
  
  Thank you for sharing your concerns with us, and we sincerely apologize for the difficulties you have encountered since moving in on May 31, 2024. We understand how important it is to have a comfortable and fully functional home, and we regret the inconvenience this situation has caused you.
  
  Please be assured that we are actively working to address all the maintenance issues you have reported. Our team is coordinating with maintenance personnel and external service providers to resolve these matters as quickly as possible.
  
  Once all necessary repairs have been completed, we are happy to discuss a concession as a gesture of goodwill for the inconvenience you have experienced. Our priority is to ensure your satisfaction and to restore your home to the expected standards.
  
  We appreciate your patience and understanding as we work to resolve these issues.

  Customer response

  06/17/2024

   
  Complaint: 21822081
  
  I am rejecting this response because: there are still some significant issues with the property. I dont have air and some electric is still out of order. Its become uncomfortable and frustrating because I dont feel this is being handled seriously. Out of all the work orders the most important is being pushed to the backside. 
  
  Sincerely,
  
  *******************************

  Customer response

  07/09/2024

  Work orders have been taken care of after a month + of communication 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed the lease in May to move in June 1st. I was charged a security deposit which was paid on May 16th. I was then charged Rent 2100, pet deposit 600, pet rent 50, trash 20, RBP ***** and admin fee 150. A Total of 2969. 00 was paid on 05/26, this amount was removed from my checking account on 05/29. On June 1st they charged me a second rent 2100, a second pet rent 50, a second trash 20 and a second RBP *****. Then late fees for not paying the duplicate charges. I have called 6 times in the past 3 days and they always transfer me to a call center in ***** that says I owe without examining the charges. They then lie and say the "check" was returned. I did not pay by check. I transfered the money directly from my account and have proof it went through. I also overpaid by 219 on the original payment which they took and applied to the fraudulent charges. I am requesting a billing adjustment and refund of 219 overpayment.

  

  Business response

  06/11/2024

  This new tenant was accidentally double charged for June 2024 rent ($2,100.00) and June 2024 pet rent ($50.00). The Property Manager put in a request to have the ledger adjusted on 6/6/24. 
  
  
  Accounting was able to adjust the ledger on 6/11/24 and the tenants ****** currently shows a balance due of $0. 
  
  
  The tenant paid the below charges upon taking possession of the property. 
  
  
  Security Deposit - $2,100.00
  June 2024 Rent - $2,100.00
  June 2024 Pet Rent - $50.00
  1 time admin fee - $150.00
  Non-refundable pet fee - $600.00
  Resident Benefit Package - $49.95
  June trash - $20.03
  
  
  For a total payment of $5,069.98
  
  
  I have called the tenant and left a voicemail letting them know the ledger has been adjusted accordingly. There was not an overpayment of $219.00.
  
  

  Customer response

  06/12/2024

   
  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

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home River Group is the property management company that owns the home I am renting. In our lease, it states that the security deposit is $0. Yet, they are attempting to illegally collect $3350. Weve been told that it will post to our account and we will be required to pay this by July 1st. We signed our lease agreement on May 17th with no awareness of this and were not informed in advance. We have brought this to their attention through phone calls, emails, and mail. They acknowledge that there is not a security deposit that is listed in our lease. Over the phone they apologize for the inconvenience of not informing us in advance. However, they wont budge about requiring us to pay it. *** spoken with a lawyer who informed me that if they post the bill to our tenant portal, this is stealing. I told them about this, but they dont seem to care. I dont want to have to take them to court because thats timely and requires me to pay a retainer for an attorney. I know Id get that money back when I *** them, but Id rather resolve this differently if possible. They also wont replace our broken dishwasher even though this is listed in the lease as a landlord responsibility. Weve given them over a month to do so, but they wont do it despite phone calls, emails, and mail. I posted a picture of my lease as well as an email that they never responded to.

  

  Business response

  06/21/2024

  Hello, with regards to the Rhino surety bond, when you moved into the property and signed the initial lease, you elected to purchase the Rhino surety bond in lieu of a cash security deposit. At the time of your recent lease renewal, this bond was still active. However, it has since expired and you no longer have coverage. A cash security deposit is now required. With regards to the dishwasher, we apologize for the delays with that repair. Parts had to be ordered from the manufacturer and are taking longer to arrive than anticipated. As soon as the parts arrive, the vendor assigned will be contacting you to complete this repair. Thank you

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When the house was listed for rent, it was listed online as a $1,799/ month rental. I have a screen shot to prove this. I decided to rent it for the amount listed online. As I was e-signing the online paperwork from Homeriver Group, I noticed the monthly rental amount was noted as $1950/ month. I sent an email stating there was an error in that the rental amount was entered incorrectly based on the online listing. I received an email reply acknowledging the error and that the rent should in fact be listed at $1799 but, not to worry, its listed correctly everywhere else and my monthly rent is in fact $1799. I have the entire email string to prove this.Homeriver Group uses an app to receive rental payments. After making 3 attempts using their desired app, I processed the payment online, on time on the 1st, and received a confirmation number. The very next day I received an email stating the payment was late. Even though I have confirmation numbers for every single payment, and the money had yet to be withdrawn from my account. This has happened every single month. I can supply copy of numerous email exchanges having to clear it up every month.EVERY MONTH, I have to argue with Homeriver Group that my agreed upon rent is $1799/month, NOT $1950/ month, and am charged with additional fees for not paying the difference. Totaling approximately $4900.I'm also charged a $44.95 monthly fee for a "required" tenants package which is "supposed" to include the delivery of a new HVAC filter every month. TO WHICH, I have never received. I have paid for and installed a new filter every month since move in.The dishwasher was inoperable, the shower in the second bathroom sprayed water horizontally from the diverter valve, and the entire 1800 square foot home only has one smoke detector.I reported the mechanical issues and had to wait a month for anyone to come and evaluate needed repairs.I still only have 1 smoke detector.I've now been served with eviction papers.

  

  Business response

  06/07/2024

  "Good Afternoon, 
  
  
  We want to extend our sincere apologies for the frustrations and inconveniences you have experienced with your rental agreement and the maintenance of your home. We understand how these issues have caused significant distress.
  
  Firstly, regarding the rental amount confusion, We deeply regret any misunderstanding that has occurred. The base rent for the home is indeed $1950 per month, there was a concession for $1799 off that would be prorated over 12 months, making the monthly payment $1799. I have attached a screenshot of the original listing that includes this information for your reference. The lease agreement you signed states the rent due is $1950, with an addendum specifying the $150 monthly rental concession.
  We are truly sorry for the recurring issues with your payment processing. Our records show three returned payments, each incurring a $30 fee, which contributed to the rent and fees not being paid in full since February. Due to these returned payments, the online portal was disabled, necessitating payments to be made via certified funds or RentMoney vouchers at applicable kiosks. We understand how this has been inconvenient and frustrating for you.
  Regarding the maintenance issues you have experienced, We apologize for the delays and any discomfort caused. While our records indicate that all reported work orders have been completed, we acknowledge that your experience has not been up to the standard we strive to provide. If there are still unresolved maintenance issues, please let us know immediately, and we will prioritize them to ensure your living conditions are satisfactory.
  Additionally, we understand your concerns about the required tenant package fee and the delivery of HVAC filters. we apologize for any lapses in service and will look into why the filters were not delivered as promised. we would also like to offer a refund for the portion of the *** that covers the filters. This would be $5 per month that the fee was paid.
  Thank you for bringing these matters to our attention, and once again, we apologize for the inconvenience you have faced.
  Warm Regards,"

  Customer response

  06/10/2024

   
  Complaint: 21803720
  
  I am rejecting this response because:

  The three returned payments were NOT an error on my end as the money was there in the account waiting to be withdrawn. Which I can prove. I even called the bank when I was told the payments were returned and the bank confirmed for me the money was in fact there, and that there were NO ATTEMPTED WITHDRAWLS from Homeriver Group for my rental payments. I should NOT be charged late/returned payment fees for those.

  The reports of Homeriver Group that "all reported work orders have been completed" is factually incorrect. I would receive an automated text/email from Homeriver Group asking if the work had been completed, and I would answer NO every time. To which, I NEVER heard from anyone to follow up with me on completing the work. The popcorn ceiling is falling down throughout the house; it even fell on my vehicle in the garage. The fence is still falling apart.

  As a matter of fact, I can never get in touch with ANYONE at Homeriver Group. And on the off occasion I get a call back, its from someone with such a severe language gap that I am not able to effectively communicate with them.

  The portion of the *** that covers HVAC filters is only $5? What is the other $39.95/month for? How am I, the renter, benefiting at all from being enrolled in the *** "package". I am told it is a renter's insurance program which, I already had renter's insurance through Geico for only $34.59 QUARTERLY, but was forced to take the *** package. FOR WHAT? I'm not getting ANYTHING but a headache from you all.

  And now, Homeriver Group is trying to evict me?! AND charge me eviction notice fees!

  If these are "the standards you strive to provide" then I'm sorry to say that your "standards" are sub par.

  
  Sincerely,
  
  ***********************

  

  Business response

  06/13/2024

  "Good Day, 
  
  
  We appreciate the opportunity to address your concerns.
  
  Regarding the three returned payments, they were all linked to the same account with the same nickname. The reason for the payments being returned was due to a "Non-transactional Account." This means that the account numbers entered into our portal were not linked to a bank account, and consequently, the attempt to pull funds failed. I had previously sent an email highlighting this potential error and advised that the account numbers be double-checked. Please find attached the screenshots to support this.
  During the time we worked together to resolve this issue, we did credit the late fees and eviction fees the first time. However, due to the remaining balance on the account, we had to file for eviction a second time.
  I apologize for the ongoing maintenance issues. If there are still outstanding items, please submit a new work order so our maintenance team can promptly address them. 
  Regarding the Resident Benefit Package (***), the charge covers more than just HVAC filters. For detailed information, please refer to pages 20 & 21 of your lease. Additionally, if you have your own renter's insurance, following the instructions in your lease agreement, we can reduce the *** charge by $10.95. If you need a copy of your lease, I am happy to provide one for you.
  Lastly, to address the rent amount, the base rent is $1950 but with the concession applied, it makes your monthly payment $1799.
  I understand your frustration and regret any inconvenience this has caused. Thank you for bringing these matters to our attention, and we are committed to resolving them as swiftly as possible.
  Warm Regards,"

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been renting property from HRG for a year. Never been late on my rent in-fact always been early to pay my lease. This upcoming lease agreement w HRG states that I pay another security deposit w *****. After about a month HRG tells me that they dont use RHINO anymore so now I will have to come up w $3,325 for a deposit. No where in my lease agreement does it state that I have to pay this security deposit in my portal and they r trying to charge me for another $75 admin fee when I already paid it. The total Amount they r trying to charge me is $3400. I have documents in writing from various employees of HRG stating that the owner of the property will give me 2 months to make this payment. This doesnt seem legal to me and I feel like I need to hire a lawyer. They r overcharging tenants for fees that have already been paid. In fact I dont think this admin fee is legal to charge every year either.

  

  Business response

  06/05/2024

  "Dear *****,
  
  
  Thank you for reaching out and we apologize for the confusion. As discussed, we have removed the Security Deposit charge from your account and are allowing you 60 days to make the payment. We are currently working on an alternative surety bond option and hope to have an option to provide you before 8/3/24. The standard $75 lease renewal fee was paid by you yesterday and there is no additional balance on your account at this time. We greatly appreciate your tenancy with HomeRiver Group and your understanding while we worked to resolve your concern."

• Initial Complaint

  06/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I started renting a property in ********** (*************) from Home River Group November 2022 and paid the full $4300 deposit via Zelle. I later was able to find a tenant for the private basement apartment and was told by **** River to collect his deposit for myself as I already paid the deposit myself. I moved from the property March *********************************************** since I paid the deposit to them. I was also instructed to handle any and all other security deposits directly with another female who lived in the house and when she moved, I refunded her deposit from my personal account. In mid **** **** River sent me a check for the full deposit, plus $4 interest, and check was made payable to me and the person who rented the basement apartment who I did not know personally - he was just someone who lived in the private basement apartment. I don't know where he now lives or how to contact him by mail since he never responded to any of my text messages. I deposited the check and days later, **** River put a stop payment on the check and now I am out of that money. I have tried contacting the basement tenant but he never responded and never paid me the last month's utilities and late fees that have accrued. I am seeking a full refund of $4300, PLUS the CORRECT allowed interest on this amount from November 2022 through March 2024. **** River was always a horrible company to deal with and it was like pulling teeth to get any repairs done.

  

  Business response

  06/17/2024

  Hello, 

  We have been in contact with the previous tenant and reissued the security deposit on June 5th to the new address the previous tenant provided. 

  Matt 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We deposited our deposit refund check and a day later got a call from the bank saying that the check was no good. Called HomeRiver Group many times and was told a manager would contact us and we would never hear anything back.

  

  Business response

  06/07/2024

  *****, we sincerely apologize for the inconvenience. We recently discovered that a batch of our checks were misprinted, resulting in the inability to deposit. We are working quickly to resolve this issue and we will be contacting you shortly to confirm your replacement check is on the way. 

*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. ↩