ComplaintsforHomeRiver Group

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HOMERIVER GROUP FAIL TO REPAIR FOUNDATION LEAK IN THE PROPERTY THAT I'M RENTING AT ******************************* THE HOUSE HAS NO WATER BARRIER. THEREFORE, EVERY TIME IT RAINS. THE FINISED BASEMENT IS FLOODED WITH WATER CAUSING DAMAGE TO MY PERSONNAL BELONGINGS, MOLD ISSUES, SLIP AND FALL AND CLEAN-UP ISSUE. THIS HAS BEEN EFFECTIVE SINCE OCT 2023 AND REMAIN UNRESOLVED AS OF TODAY DATE 05/27/2024.

  

  Business response

  06/07/2024

  "This email is to confirm that Home River Group has received the complaint regarding the property at ***************************************. We acknowledge that the foundation repair has been outstanding for some time, and we apologize for the delays.
  To provide a comprehensive price comparison for the necessary repairs, we have been seeking multiple estimates. Unfortunately, there was a delay due to the limited availability of vendors specializing in foundation work in the area. Additionally, gaining access to the property has been challenging.
  In March, we received approval from our client to proceed with the repairs. The work was scheduled to begin the week of April 22, 2024, based on our vendor's availability. However, our vendor was unable to access the property as the tenant denied entry. On April 30, 2024, we posted a notice on the tenant's door, informing her that repairs were scheduled for May 7, 2024. Despite having one of our field assessors present to assist the vendor, the tenant again refused access.
  On May 8, 2024, we communicated with the tenant, who informed us that she intends to move out. Consequently, we have decided to close the work order and will address the repair after the tenant vacates the property.
  At Home River Group, we strive to ensure that all our tenants are well taken care of, and we sincerely apologize for the inconvenience this situation has caused. We remain committed to resolving this issue as quickly as possible and will continue to work towards gaining access to complete the necessary repairs.
  Thank you for your patience and understanding.
  Warm Regards,"

  Customer response

  06/07/2024

   
  Complaint: 21784750
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  06/10/2024

   
  Complaint: 21784750
  
  I am rejecting this response because: ************** specialty hired by never showed up on April 22, 2024, nor did I receive any type of follow-up correspondence form the vendor to explain their no show/no call

  The appointment was scheduled for 8:00 am-12:00pm, Thereafter, the appointment was updated to 9:00 am-1:00 pm. I reached out to **** ******** with a total of six calls being placed between 10;44 am and 1:45 pm with three contracts being made. Each of the three representatives that I spoke with ************ advised me that they would call their foundation specialist and follow-up with me thereafter. After not hearing back from **** I contacted Homeriver Group directly at 3.06 pm speaking with customer service for 14 minutes and 55 sec.

  Subsequently, I received a follow-up email from HRG's:  support!homeriver.zendesk.com at 4:47 pm confirming our conversation concerning the foundation specialist no show/no call. I received another follow-up via SMS at 3:57 pm form *********************** to advised " Dear Tenant, we have reached out to the Maintenance Coordinator for work order to up with the ************. We will let you know as soon as we receive more information.

  I received a third follow-up the from HRG's Maintenace supervisor ***************************** on April 24, 2024, to apologize for the no show/no call. I was advised the matter "would be addressed accordingly."

  I received additional follow-up emails form ************************* on April 23, 2024 "thanking me for my patience". Also stating " we know it's been hard process, but unfortunately, the last contractor that was approved canceled the job in the last hour. The vendor is honoring the price with a different contractor that will be scheduled in 2 weeks.

  On April 29, 2024, I received a call from another vendor requested an appointment time that was convenient to me. I advised the vendor of multiple appointment and missed appointment that had occurred also advising him that my only available would on my off dates (weekends). The vendor stated that weekends would not work for him. Therefore, at 2:24 I received another follow-up email from ************************* to advise that the property owner approved another vendor. However, the vendor has advised him that "I was not able schedule". I received another from ************************* on April 30, 2024 "ear ******,
  
  I trust this message finds you well.
  
  I wanted to inform you formally that our maintenance team will be visiting the property soon to carry out necessary repairs. We are going to post a notice detailing the specific date when they will be entering. Thereafter on May 04, 2024, I found a note taped the front door at ***************** advising me that a maintenance would be entering the home on May 07, 2024, to complete the foundation repairs. 

  On the May 07, 2024, I received a text message from **** ******** at 9:52 am stating that their foundation repair Pro was enroute. However, shortly after 2:00pm I was informed by my daughter HRG, and foundation Pro never arrived. Thereafter, I immediately called **** ******** to get an update on why the no show/no call and was advised that HRG cancelled the appointment and would reschedule upon the end of lease. Again, I reached out to ************************* via email requesting an explanation. However, I never received a reply. Finally, on June 03, 2024, I was informed by HRG's field coordinator that he came by the ************************** and noticed that someone was home based on car in the drive and therefore, he decided not to enter the home. He stated that he rang the door ball. However, that no one answered. He's stated to me that he walked the property and told some pictures. However, no pictures have been provided to me.

  As far as the appointment on May 07, 2024, HRG advised me that in accordance the lease agreement they would entering the home. There was no mention in the email communication from ************************* nor was it documented on the notice that was taped to the door on May 04, 2024, that stated that if HRG or it's associates thought, assumed or notice a that car was present at the residence on May 07, 2024, that they would choose not to enter the property or complete the work order. Additionally, there was no attempted made to reach me via my cell or work number to inform that they decided to leave and cancel the work order. As of today, HRG has not offered me any proof showing that they did come to the property on May 07, 2024, I have no video footage on my ring door that capture any one at the front door or yard on May 07, 2024.

  As previously stated, and the reason for my complaint is that HRG and property owner(s) have been award of foundation issues pre-existing my residency at **************************************** May 22, 2023. The fact, that their excuse is to blame the Tenant is quite disturbing.

  Please advised that have document proof to support all statement mentioned in this email.

  Sincerely,

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

  

  Business response

  06/12/2024

  Good afternoon,
  We appreciate your patience as we investigated the circumstances surrounding the missed appointment and the subsequent actions at *******************************************************************. We understand the importance of timely and effective communication and apologize for any inconvenience caused.
  Appointment on 4/22/2024: On the date of the appointment, April 22, 2024, Home River was unfortunately not made aware of the cancellation by our vendor until after the scheduled time had passed. We apologize for any inconvenience this may have caused. Our help desk promptly informed the Maintenance Coordinator about the vendor's no-show. The Maintenance Coordinator then reached out to the vendor, who informed us that their originally scheduled company had canceled last minute, necessitating the need to schedule another company.
  Rescheduling Attempts: On April 29, 2024, the vendor attempted to reschedule the appointment by calling the tenant. During this conversation, the tenant expressed that previous missed appointments had led to significant inconvenience, and as a result, only weekends would be suitable for her. Unfortunately, our vendor's operational constraints did not allow for weekend appointments.
  Notice and Subsequent Actions: On May 3, 2024, we posted a notice on the tenants door informing her that repairs would proceed, and we planned to enter the home on May 7, 2024, between 9 AM and 12 PM. The notice detailing this is attached for your reference.
  On May 7, 2024, when our vendor arrived at the property with our field assessor who is a Home River Group employee and the tenant refused entry.  At that time, we had the understanding that the tenant was planning to move out, and consequently, we decided to delay further repairs until the home became vacant to avoid further disruptions to the tenant.
  We strive to provide reliable and timely service, and we regret that this situation did not meet our usual standards. We are reviewing our processes to ensure better communication and more efficient handling of such issues in the future.
  Thank you for your understanding and for bringing this matter to our attention.
  Warm Regards,
  
  

  Customer response

  06/12/2024

   
  Complaint: 21784750
  
  I am rejecting this response because: am rejecting this response because: ************** specialty hired by never showed up on April 22, 2024, nor did I receive any type of follow-up correspondence form the vendor to explain their no show/no call
  The appointment was scheduled for 8:00 am-12:00pm, Thereafter, the appointment was updated to 9:00 am-1:00 pm. I reached out to **** ******** with a total of six calls being placed between 10;44 am and 1:45 pm with three contracts being made. Each of the three representatives that I spoke with ************ advised me that they would call their foundation specialist and follow-up with me thereafter. After not hearing back from **** I contacted Homeriver Group directly at 3.06 pm speaking with customer service for 14 minutes and 55 sec.
  Subsequently, I received a follow-up email from HRG's:  support!homeriver.zendesk.com at 4:47 pm confirming our conversation concerning the foundation specialist no show/no call. I received another follow-up via SMS at 3:57 pm form *********************** to advised " Dear Tenant, we have reached out to the Maintenance Coordinator for work order to up with the ************. We will let you know as soon as we receive more information.
  I received a third follow-up the from HRG's Maintenace supervisor ***************************** on April 24, 2024, to apologize for the no show/no call. I was advised the matter "would be addressed accordingly."
  I received additional follow-up emails form ************************* on April 23, 2024 "thanking me for my patience". Also stating " we know it's been hard process, but unfortunately, the last contractor that was approved canceled the job in the last hour. The vendor is honoring the price with a different contractor that will be scheduled in 2 weeks.
  On April 29, 2024, I received a call from another vendor requested an appointment time that was convenient to me. I advised the vendor of multiple appointment and missed appointment that had occurred also advising him that my only available would on my off dates (weekends). The vendor stated that weekends would not work for him. Therefore, at 2:24 I received another follow-up email from ************************* to advise that the property owner approved another vendor. However, the vendor has advised him that "I was not able schedule". I received another from ************************* on April 30, 2024 "ear ******,
  
  I trust this message finds you well.
  
  I wanted to inform you formally that our maintenance team will be visiting the property soon to carry out necessary repairs. We are going to post a notice detailing the specific date when they will be entering. Thereafter on May 04, 2024, I found a note taped the front door at ***************** advising me that a maintenance would be entering the home on May 07, 2024, to complete the foundation repairs. 
  On the May 07, 2024, I received a text message from **** ******** at 9:52 am stating that their foundation repair Pro was enroute. However, shortly after 2:00pm I was informed by my daughter HRG, and foundation Pro never arrived. Thereafter, I immediately called **** ******** to get an update on why the no show/no call and was advised that HRG cancelled the appointment and would reschedule upon the end of lease. Again, I reached out to ************************* via email requesting an explanation. However, I never received a reply. Finally, on June 03, 2024, I was informed by HRG's field coordinator that he came by the ************************** and noticed that someone was home based on car in the drive and therefore, he decided not to enter the home. He stated that he rang the door ball. However, that no one answered. He's stated to me that he walked the property and told some pictures. However, no pictures have been provided to me.
  As far as the appointment on May 07, 2024, HRG advised me that in accordance the lease agreement they would entering the home. There was no mention in the email communication from ************************* nor was it documented on the notice that was taped to the door on May 04, 2024, that stated that if HRG or it's associates thought, assumed or notice a that car was present at the residence on May 07, 2024, that they would choose not to enter the property or complete the work order. Additionally, there was no attempted made to reach me via my cell or work number to inform that they decided to leave and cancel the work order. As of today, HRG has not offered me any proof showing that they did come to the property on May 07, 2024, I have no video footage on my ring door that capture any one at the front door or yard on May 07, 2024.
  As previously stated, and the reason for my complaint is that HRG and property owner(s) have been award of foundation issues pre-existing my residency at **************************************** May 22, 2023. The fact, that their excuse is to blame the Tenant is quite disturbing.

  
  Please advised that have documented proof to support all statement mentioned in this email.

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Homeriver group has had us in our home with biohazard for a week and now we are having the same issue. We call emergency maintenance and no urgency. We get sent to an agent in the ***********. Property managers dont respond to emailed and many of times our family is left with no water or basic safety. We never pay late and in return get zero customer service. This company is scamming people monthly for a benefits package to avoid property managers from taking calls or taking any ownership. In addition, with no communication we are required to stay in this unlivable conditions in order to wait for maintenance and just hope and pray they show up. I have addressed and escalated with the property management and their higher *** and they never listen. We have issues with the plumbing in this house since we moved in. Even a time where biohazard was coming up through our sewage pipe outside which caused it to come up through drains. Today i filed a complaint due to a mainline pipe burst and they have zero urgency to get it fixed which impacts our water bill so we had to turn the valve off to protect the property from flooding. 24 hours no response from any vendors.

  

  Business response

  06/03/2024

  HomeRiver Group received a repair request on 5/30/24 at 9:58am stating "Front yard is flooded and I don't know where from".  A plumber was assigned and sent the estimate 5/30/24, approval was received from the landlord the same day. The tenant closed the main valve and told us that it stopped the water running into the property.  The plumber is scheduled to complete the repair 5/31/24 between 12-2pm. We consider this complaint resolved as repairs were completed as soon as possible.
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We gained occupancy of a rental property through Home River in April of 2023 and put down a $3,700 deposit. We moved out April 16th, 2024 and were were told we would be getting our deposit back within 30 days of our move out date, excluding weekends. We have tried many times to contact them regarding our deposit with no answer from them. When I finally got ahold of the property manager who helped us when we moved in, she told us our deposit was fully processed and was already mailed out, however, she stated that we had not put in a forwarding address, even though we had emailed it to her, with confirmation, and put in a forwarding with the post office. I had asked during the phone conversation if we could come into the office Tuesday the 28th to collect our check, she had said she would reach out to me before the end of the day, regarding the situation,and she did not. I have called a few more times since Tuesday with no answer.

  

  Business response

  06/03/2024

  Hello, 

  We have been in contact with the tenant and they confirmed that on June 1, 2024 they received their return of their security  deposit. 

   

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am renting a house at ***********************************. I have had issues with the ** since I moved in (including all of last summer). I have repeatedly made the management company aware of this issue. They sent out ************** ***************************************** multiple times last summer but the issue was never resolved. I repeatedly explained that ************** had not fixed the issue, but HomeRiver Group did nothing to intervene. It is now summer again and the ** does not work. I contacted them again on April 29th letting them know that the units need servicing and that ************** has not helped in the past. After a month of back and forth, they have scheduled a servicing with ************** (despite my request for another company), but it will not be until June 7th and it is currently 92 degrees inside the house (see screenshot). It got up to 98 degrees inside today. This house is uninhabitable and I do not trust that ************** will actually resolve the issue or that HomeRiver Group will address this.

  

  Business response

  06/12/2024

  Hello, 

  We have been in contact with this tenant and have been able to coordinated the repairs that were needed. ****** confirmed the repairs were completed on June 7th. 

  Thank you. 

  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.

  I am emailing you with regards to Complaint ID ******** to let you know that home river group finally stepped in and fixed the problem with the *** I have no further issues at this time.

   

  Thanks,

  -****

   

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My partner and I signed a lease with Home River Group last year with a move-in date of July 18, 2023. We opted to use Rhino to cover our security deposit, which is typically a lower-cost option meant to save money during the move-in process. However, our lease did not specify the amount we were to pay for a security deposit or detail their contract with Rhino.Fast forward a year, and we renewed our lease on April 29, 2024, with no mention that we would be responsible for another security deposit. On May 17, 2024, we received an email stating that we needed to renew our Rhino policy by May 23, 2024, but that Rhino was ending its contract with Home River Group. This is confusing because if Rhino is no longer contracted with Home River Group, how can we renew our policy?Since we were not eligible to renew our lease with Rhino (due to Home River Group ending their contract with them), we were told we would be responsible for a $3,350 security deposit, which would be added to our ledger. However, our renewal lease did not mention anything about renewing the Rhino policy or paying a $3,350 security deposit if we failed to do so. The renewal lease explicitly stated we owe $0 for a security deposit.Additionally, on April 23, 2024, we made a maintenance request because our dishwasher wouldnt stop running. Two vendors have inspected it and both confirmed that it needs to be replaced. As of May 24, 2024, nothing has been done to resolve the issue. Despite multiple conversations and emails with Home River Group, neither the security deposit issue nor the dishwasher problem has been addressed.We should not be required to pay $3,350 when it is not specified in our renewal lease, we simply wouldnt have renewed our lease if this were so. And we need a functioning dishwasher. We need these issues resolved promptly.

  

  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

  Customer response

  06/22/2024

   
  Complaint: 21758449
  
  I am rejecting this response because the terms you mentioned should have been stated in the renewal lease we signed. Specifically, if the Rhino policy becomes inactive, a clause should have indicated that we would be required to pay the security deposit in cash. Since this was not included in the lease, we will not be paying the cash security deposit. Should you attempt to evict us on this basis, we are confident the court will agree that such terms should have been explicitly stated in the lease. As the Security Deposit nor the Rhino policy are mentioned anywhere in the lease, we have no legal obligation to pay them.
  
  Regarding the dishwasher, the maintenance request was made on April 23rd, and it is now June 22nd with no resolution. It should not take over two months for a part to arrive. Additionally, our recent maintenance requests have been canceled by the manager, indicating a refusal to address issues within the house.
  
  We reject this response due to the lack of resolution on both the security deposit and the ongoing maintenance issues. We look forward to resolving this matter in court, where we are confident that the judge will find in our favor.
  
  Sincerely,
  
  Wilmaneice Pleasant

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had been in contact with HomeRiver by email regarding late payment for **** in email I confirmed the date I would be sending in the payment. I received a confirmation email stating that they recorded the date I intended to make my payment and just to make the payment in portal. On the 16th of May HomeRiver emailed me to confirm that o would be submitting the payment on the 17th by patient portal. When i logged in the morning of the 17th to make my payment of 1595. For monthly rent plus ***** air filter fee plus late fees of ****** the portal did not allow me to make the payment, portal did not allow me to download a voucher to go pay either. I emailed HomeRiver regarding this matter to try and pay my payment. And was advised that I would need to pay an additional 1000 dollars of eviction fees plus 1804. 60 bringing it to a total of ******* . An eviction specialist reached out to me by email stating that he will not accept a partial payment, only the ******* and that no court date has been sent and that I have time to come up with the money. Mind you we are a week away from June. My lease wxpired more than a year ago, they have accepted every payment Ive made even late, even partial. I cant speak to a live person. They have filed an eviction prior and during the appeal process they contacted me to pay them instead of the court but left the judgment as an eviction but allowed me to remain and pay here more than a year. Which had effected my credit and my chance to rent anywhere else.

  

  Business response

  06/07/2024

  ******, We apologize for the inconvenience. We can document when you will be paying the rent, however this does not stop the eviction process on our end, if the rent is paid late. Unfortunately, you will need to pay the full balance owed, in full, in order for the eviction to be dismissed. 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been without working ac for approximately 10 days since I made a maintenance request once I noticed the ac was not cooling the home. Two technicians have come out and already diagnosed the problem and presented a quote. I keep getting the run around from maintenance. On the second quote a technician came out and failed to send the report. By Tuesday I called maintenance who stated that they were waiting on a maintenance coordinators approval on first call. Second call, they did not receive the quote from the technician which took one phone call to the technician for me to have that done. At this point. I followed up a third day after second quote has been provided and all I get Is we are waiting on the owners response. From what I can find home River owns this property so what owners response are we waiting for? At this point I feel that home river has no regard for the lives of me nor my 4 young children as the home is reaching temperatures over 88 degrees. We cannot open windows as home River has failed to provide screens in the home which I requested at the move in walk through. If I do not go behind and follow up, no follow up is done. My assigned property manager never answers her phone until I call the ************** making demands and she calls back with an attitude stating she never received my calls. This is beyond a disgrace and this is now a major health and safety concern for me and my children.

  

  Business response

  05/30/2024

  "Good Day, 
  
  
  I want to extend our deepest apologies for the significant inconvenience and discomfort you and your children have experienced over the past 10 days due to the ** issue. We understand how critical it is to have a cool and safe environment, especially with young children in the home.
  
  I am truly sorry for the delays and the frustration you have encountered in this process. Your safety and comfort are our utmost priorities at HomeRiver Group, and it is clear we have fallen short in addressing your concerns promptly.
  To clarify, HomeRiver Group is a third-party property management company, which means we manage properties on behalf of their owners. Unfortunately, this requires us to obtain approval from the property owners before proceeding with major repairs, contributing to the delays you have faced.
  I am relieved to inform you that the estimate for the ** repair has now been approved. The vendor is scheduled to complete the necessary repairs on May 31st. We understand the urgency of this matter and will ensure that the work is carried out without further delay.
  As a gesture of our apology for the inconvenience caused, we have issued a goodwill credit of $250 to your account. We hope this demonstrates our sincere commitment to resolving this issue and improving your living conditions.
  Thank you for your patience and understanding during this difficult time. If you have any further concerns or need additional assistance, please do not hesitate to contact us directly.
  Warm Regards,"

  Customer response

  07/12/2024

   
  Complaint: 21747357
  
  I am rejecting this response because:

  I am unable to get a resolution to my issue through this property management's customer service department. On 7/1/2024, I put through my rent payment not realizing that I was only charged $274 Apparently there was a miscellaneous check for $2,000 applied to my account. I do not know where this check came from and no one is able to explain to me which bank, and in whose name this check was applied from. I do not mail checks and I do not own a checkbook. My payments have always been processed through by bank account, except for the first payment in which an agency sent a check on behalf of me from Frontline Housing. Apparently there was a new check applied for $2,000 on the 18th in which I have no knowledge of. Either way, I did not mail a check and I am not only being penalized for an insufficient funds check that I did not send out nor authorize, but I am also being charged eviction fees and late fees. I have no way to get into communication with the accounting department to resolve any of these discrepancies, neither can the customer service department with whom I've been dealing with for the past two weeks. It appears as if the customer service department is based somewhere where the staff only has a general English knowledge and they cannot communicate beyond a certain scope. I would like to have this matter resolved fairly, without having me penalized for a miscommunication.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/18/2024

  Good Afternoon, 
  I am deeply sorry for the frustration and inconvenience you have experienced. I understand how distressing this situation has been, and I want to assure you that we take your concerns very seriously.
  After a thorough review, our accounting department discovered that a check from Frontline Housing, dated 3/13, was posted to your ledger. This check was initially intended to assist with move-in costs. It appears that Frontline reissued a new check and stopped payment on the original one, which was posted in June and subsequently returned.
  We recognize the confusion and inconvenience this has caused. To rectify the situation, we have removed all the applicable fees associated with this error. I sincerely apologize for any stress and inconvenience this issue has caused you.
  Thank you for your patience as we researched and addressed this matter. If you have any further questions or concerns, please do not hesitate to contact me directly.
  Warm Regards,

  Customer response

  07/20/2024

   
  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

  05/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was renting from HomeRiver Group Charlotte ********************** Management (************************************************) from Aug 2022 - Fe 2024. We used their Rhino Deposit program to pay monthly for the deposit for the home. The amount was set by Rhino/HomeRiver. Upon moving out I placed a cancellation for the policy that was in place. HomeRiver has denied this cancellation, and another policy has been started under my name and I have been charged monthly for a property I do not live in. I have attached proof that I have attempted to cancel this policy and have made contact with HomeRiver that we are all under the understanding I am no longer living at that address. I have emailed them regarding the policy (I just emailed again this morning).I would like to have this canceled and the amount I have paid for the 3 months I have not lived under the address refunded. I no longer rent from HomeRiver in any other home they manage, so there is no reason for this to continue. I appreciate your help! Please let me know if further information is needed!

  

  Business response

  05/23/2024

  Dear *************************.
  
  
  First and foremost, I want to extend our sincerest apologies for the inconvenience you have experienced with the cancellation of your Rhino Deposit policy. We understand your frustration, and we deeply regret that this issue was not resolved sooner.
  
  Upon receiving your complaint, I have promptly reached out to Rhino to request the deactivation of your policy. In the meantime, I strongly suggest that you also contact Rhino directly to submit a cancellation request. This dual approach should expedite the process.
  I apologize for not being made aware of this situation earlier, which has regrettably delayed the proper assistance you deserve. Moving forward, we are committed to ensuring such oversights do not occur again.
  Regarding the refund for the three months you have been charged after moving out, Rhino will need to handle that directly since they are a separate entity from HomeRiver Group. Unfortunately, HRG does not receive or manage those funds. You can contact Rhinos customer service to request a refund for the charges incurred during the period you were not residing at the property. If there is any further information or additional assistance you require from our side, please do not hesitate to let me know.
  We are here to support you and resolve this matter as swiftly as possible.
  Thank you for your understanding and patience.
  Best regards,

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved in a Brand new home (first person to live there) through a company that was bought out from HOMERIVER GROUP. I lived in the Unit 1yr. I Put in my 60 day notice to move. Paid all fees/rent up until move out date 3/01/2024. The ENTIRE time i lived there never met anyone.NO property manager/landlord, NOTHING. During my stay i did however email a property manager, that was our form of contact. After moving out and cleaning the home i did a walk through video and took pictures, inside and out for my own security. I emailed pics and forwarding address to property manager letting her know i cleaned and locked up. I Relocated to *******, waited, never received a ledger. So i reached out again exactly One month and 20 days later. I was then sent a cropped screen shot of false fees tht they accrued that added up to my $1250 security deposit. One fee that stood out was a repaint fee of $1090. Clean up fee $250, garbage disposal fee of $150 and other miscellaneous fees that were FALSE. I conversed back and forth with property manger she said she would remove the garbage disposal fee because that in fact was not broken, She also agreed to remove the landscaping fee as i sent her before and after pics of the yard. And she also assured me she would split the paint cost with me seeing that it was normal ************** have proof of every email} Its been three months still no refund check. I kept getting denied for every place i applied to. Finally figuring out HOMERIVER GROUP is saying i Owe them a Whooping $800.!! So overall theyre saying i did $2000 worth of damage to a brand new home i lived in One year. With Video Proof that i left their place basically how i found it. They also sent me pics that they took with NO equivalent DAMAGES, nothing adds up to the Ridiculous false charges they put on me. So not only are they taking my money, they are also LYING hindering Me and my children shelter. Im hoping this can get resolved with out going to court. Thats my next step.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid $4700 deposit to move into ome of their properties upon moving in i was charged for air filters i never recieved , my ac broke for over 30 days in the middle of July where temperatures are over 100*. We had water leaks in the walls and plumbing emergencies that foreced us to bail sewage as they wouldnt send a plumber . Now iv moved out and am having to fight for only 3100 to be returned. I want my entire deposit back for the record of mishaps with this company

  

  Business response

  05/29/2024

  The tenant was informed numerous times of their partial refund and disposition of charges that was mailed on time to the address they provided.    This week the tenant notified us they had not received their funds yet.  Yesterday the tenant provided a new mailing address and the check is being reissued for mailing by tomorrow.  Furthermore, we will not tolerate any further threats against staff, disturbances at our office related to this matter and will involve the authorities if further incidents arise..   HRG has followed the owners instructions and CA law on the handling of the security deposit.

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