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 Charlotte

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

• 

  HomeRiver Group|Chattanooga

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

• 

  HomeRiver Group Sacramento

  1321 Howe Ave Ste 101 Sacramento, CA 95825-3365

  
• 

  HomeRiver Group Los Angeles Property Management

  4000 Ocean Dr Oxnard, CA 93035

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:05/02/2023

  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 charged me $150 to put in an application for a home, and I met all of the qualifications on the home to rent. I was approved with them, but the home I wanted to rent was given to someone else and they told me to pick something else, but they didnt have anything else. I want my money back because its not my fault that the home became unavailable, I met the qualifications and was approved.

  Business Response

  Date: 05/17/2023

  Please accept the following response on behalf of HomeRiver Group (Manager) with respect to the complaint filed by *********************** (Complainant) for the rental property that is the subject of this complaint (Property) and managed by Manager:
  
  Complainant submitted an application for rental of Property ******************************************* on 4/15/2023. Manager followed up promptly with Complainant to alert them another application was pending. Complainant was also offered the ability to switch to another property.   Additionally, Managers Tenant Criteria stipulates the following:
  
  This is an application to rent only and does not guarantee that applicant will be offered the Rental. Landlord or Manager may accept more than one application for the Rental and, using their sole and exclusive discretion, select the first qualified applicant. All application fees paid to Manager are non-refundable.
  
  Managers representative has refunded the application fee(s) paid on their initial application as a gesture of goodwill.
  
  Please do not hesitate to contact me to discuss any other questions, concerns or if you should require any additional information to conclude your investigation of this matter.

• Initial Complaint

  Date:04/28/2023

  Type:Sales and Advertising 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 which was our previous company we had for a house we leased failed to return our deposit of ********. They cited various things they decided to replace (Carpet and repairs) that were made up or didn't need replaced when we moved out. We have videos and pictures in case they decided to make this claim. The house was left in better condition than when we moved in 3 years previously. We moved out on 3-31-23 and the new tenants moved in on 4-15-23. We hired a cleaning crew painted the walls and repairs and holes from pictures hanging. They zeroed out the deposit exactly to ******** just so they didn't have to pay ** it back. It's insulting and something or somebody has to stop a company from doing things like this to renters.

  Business Response

  Date: 05/31/2023

  *****, thank you for bringing this to our attention. We've reviewed your account and did identify some charges that we would like to further discuss with you. We will be reaching out shortly.Thank you.
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 19995150
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/28/2023

  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.

  Our house was sold from one realty company to this one and has been nothing but problems. Our calls go straight to voice-mail but then we will get an email directly after leaving a voice-mail, answering what we stated. We have been threatened with eviction through multiple emails even though we have a valid lease good until January ****, just to say, oh we're sorry. You're fine to stay, after an agonizing month and a half. Now we have been waiting on an answer on our maintenance order almost a week, with no shower. I was transferred to about 5 different people last I counted. Still no answer. I have been getting emails about some fee I owe, I also cannot get an answer on what that is for either. Zero communication what's so ever.

  Business Response

  Date: 05/05/2023

  HomeRiver Group is operated remotely and we utilize our Resident Maintenance Portal (Property Meld) to communicate with our residents. Unfortunately in this case, there was no Maintenance Requested. It is stated in the lease, all maintenance requests are required to be requested via the Maintenance Portal. We ask that all Maintenance related communication happened inside the Maintenance Portal to keep all parties abreast of information.  Once our Maintenance Coordinator became aware of ****************** issues they manually added the maintenance request on 4/25/23.  ****************** was combative and hostile towards staff during these interactions.  At this time all maintenace has been completed and closed 4/27/23.  
  
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19980017
  
  I am rejecting this response because:

  I submitted the order just like I was told I had to. I have a screen shot where I put it in on the 20th, the company is trying to say they did not get it until the 25th. That is when THE COMPANY decided to put it in. I am now dealing with another matter,  I have formally requested,  in writing to speak to a supervisor,  days ago. She emailed back, refusing to call me. I have waited and waited. The service from this company is incomprehensible.  Beyond horrible ever since we have been forced here. 

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

• Initial Complaint

  Date:04/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to rent a house through this company, and they go through a company called *******. That company I swear is not legit! Me and my son paid 50 dollars for the application fee , but they messed it all up. And then after many reach out efforts they say Im not qualified! And my co signer wont cause this is a fraud!!!!!!!!

  Business Response

  Date: 05/08/2023

  Please accept the following response on behalf of HomeRiver Group (Manager) with respect to the complaint filed by ***************************** (Complainant) for the rental property that is the subject of this complaint (Property) and managed by Manager:

  Complainant submitted an incomplete application for rental of Property ******************************************* on 04/23/2023. Manager followed up promptly with Complainant to alert that the application was incomplete due to missing a completed application for the co-applicant.  Complainant and Manager did communicate with one another until missing co-applicant was able to successfully submit their application on 4/27.
  
  Manager combined the applications for the applicant and co-applicant on 4/27 and reviewed the fully completed submitted application. Manager followed up promptly with Complainant to alert them of application decline and adverse action as they did not meet the screening requirements.
  
  Complainant expressed frustration with the application process and Managers representative refunded the application fee(s) paid on their application on April 28, 2023 as a gesture of goodwill.
  
  Please do not hesitate to contact me to discuss any other questions, concerns or if you should require any additional information to conclude your investigation of this matter.  

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting my property since May of 2022. Home river took over the role of landlord of the property in August 2022 through reassignment through the owner. When it came time renew the lease Home River is requiring that I enroll in a "Tenant Benefits Program". Most services under this program are things required of a landlord under ***. Code ****A. Specifically: HVAC Delivery- Section ****A-204(4)Landlord to maintain premises.(a) A landlord shall (4) maintain in good and safe working order and condition all electrical, plumbing, sanitary, heating, ventilating, air-conditioning, and other facilities and appliances, including elevators, supplied or required to be supplied by the landlord. They are charging 45/month to maintain the Ventilation. Move in Concierge- 45/month for a one time service.Resident Rewards- Cannot be enrolled presumably not offered at my property. Credit Building- Landlord waives liability for reporting to unnamed third party. ****A-163 states (a) A rental agreement may not provide that the tenant:(4) agrees to the exculpation or limitation of any liability of the landlord arising under law or to indemnify the landlord for that liability or the costs connected therewith. Here the landlord is requiring I pay for a service while also waiving them of liability for this service. Home Buying assistance- is not an actual service as this needs to be agreed upon in a separate agreement and was added just to give appearance of consideration. The remaining terms all deal with taking maintenance request, payments, and vetting vendors. All they are required to do and in the case of vendors is actually performed by owner. Home river refuses to take calls in my efforts to address this addendum to the agreement. Other provision is not directly outlawed but seems Unconscionable- Requiring Tenant to subscribe to Aura identity guard. Included in the 45/month is a 7/month service that has nothing to do with landlord tenant relationship.

  Business Response

  Date: 05/25/2023

  I spoke to **************** on 5/25, we will be removing the *** package from his account. He will not be charged the additional $45/month for this service. He is sending me confirmation of his renter's insurance policy for our records instead. There were no additional items to address and I asked **************** to reach out to me if there's anything else I can assist with.

• Initial Complaint

  Date:04/24/2023

  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.

  Our lease ends April 30 th and we were tenants of a different property management company but in December Homeriver took over. Our lease stated a 60 day move out notice and has the renewal options once our 12 month lease ends. Homeriver sent a renewal offer with increased rates. I spent WEEKS calling with no call back. I wanted to know about the rate increase and it was also dated 4/1 to submit it back. On 3/31 I spoke with ******************************* who explained the rate increase and stated we needed to give a 30 day move out notice. I explained we would be moving out in May and asked if that would leave us responsible for the whole month or would it be prorated. She stated it would be prorated with giving the 30 day move out notice I left a 37 day notice and now that the time has come we are being billed for all of May and being told that even with being given incorrect information that they will only follow the lease. If thats the case the rates shouldnt increase. As a tenant I do not know what is able to change in a lease once a new management company takes over. Ive reached out to as many people possible with homeriver and Ive been an excellent tenant. Ive paid on time Everytime, I take excellent care of the property yet when an employee gives out incorrect information it is my problem and no resolution made. we made move out plans and financial decisions based off ****** information. Had she provided the correct information we would have made other arrangements/ planned to stay through May but we already scheduled a closing date for a new home and that cant change unless we pay the builder $150 per day.

  Business Response

  Date: 05/04/2023

  The tenant's lease stated that they were to give a 60 day notice. I believe there was confusion when they received an HRG renewal offer that stated they needed to give 30 days notice if going month to month. Though not in writing, tenant also said the ** misspoke and told them they only needed to give a 30 day notice. After reviewing, we will remove the *** fee, late fee, and prorate the tenant's May rent for the 7 days that they will be occupying at the *** rent.

  Customer Answer

  Date: 05/04/2023

   
  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:04/21/2023

  Type:Product 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 out of my apartment Feb 28, 2023. My move out disposition was supposed to be mailed out no later than March 30, 2023, but it was mailed out a day late on March 31, 2023. Per the terms on the lease agreement, if the disposition is mailed out late, then the entire security deposit must be returned to the tenant.I emailed to confirm what address it was being sent a few times and it is now April 20, 2023 and I have yet to receive a response to those inquiries nor have I received the original disposition in the mail either.I requested the cancellation of the disposition that I was originally sent and for them to issue a refund of my entire $1025 deposit to be returned back to me on Monday April 17, 2023 and have not received a response from anyone regarding this yet.I am requesting a confirmation that my entire $1025 deposit is going to be refunded to me promptly.

  Business Response

  Date: 05/04/2023

  The former tenant has been in contact with the regional manager, and she let her know that we would be issuing her a refund of the balance of her refundable deposit

  Customer Answer

  Date: 05/04/2023

   
  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:04/19/2023

  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've requested twice now proof of my carpet being cleaned. I was advised it was done at move in, but found the carpet to be in the same condition it was when I first viewed the home. I had issues with move in where my date had to be pushed back. Recently, I renewed my ease and questioned if I would be offered a complimentary carpet cleaning, emphasizing that I was told this was done before but I don't believe it was. I even found local carpet cleaning companies that offer price match guarantee or discounts if they couldn't get it as cleaned as the previous company. But I had to show proof that the service was rendered. I requested the information from Home River and was told that it was company information. I then at least asked for a date- the carpet cleaning company would have accepted at least a date and confirmation number being very understanding of the situation. I never received that date, no response of any kind. Turns out my neighbors across the street have a ring camera. and allowed me to review footage that was recorded before I moved in and I see no one coming in to clean the carpet.

  Business Response

  Date: 05/04/2023

  A carpet cleaning was completed prior to tenant move-in (see invoice attached). However, we have approved a complimentary carpet cleaning since the tenant has renewed their lease. We are grateful for their tenancy with HRG!

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising 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 rent from this company and have had issues with the toilet since I moved in in September. Initially, everything was taken care of quickly but in February the company was going to leave me over 24 hours without a working toilet. I hired my own company and the rental company refused to reimburse me. Now, I have been without a working toilet for over 36 hours and waiting. I am getting the run around, no one is actually helping, I have had multiple vendors come and say they cannot fix it. I have taken off work already and wasted an entire day that I was going to use for other things.

  Business Response

  Date: 05/02/2023

  All work orders have been completed. At this moment, the resident is not experiencing any plumbing related issues.

• Initial Complaint

  Date:04/19/2023

  Type:Sales and Advertising 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 the tenant for *********************************************. My move-in date was last Friday, 14APR23. On my move-in day I entered the house and the temperature was 99F. The heaters were engaged and I was unable to turn them off with ******, Rently support, the wall thermostat, or by using the circuit breaker which I found and discussed with the maintenance team over the phone. I called in an emergency work order, #***** at approximately 8:45 AM on 14APR23. I called back numerous times and submitted emails requesting when the team would fix the issue with my property because I was unable to move in or complete the 48-hour move-in assessment. The house was too hot and was uninhabitable.I finally received a call yesterday on 17APR23 from the contractors. As of right now, maintenance contractors are expected to arrive 19APR23 to fix the heater issue. I work M-F so I had scheduled my move-in day on 14APR23 to allow me to spend last weekend moving. I have not been able to move at this point and wont be able to move until this weekend. I had to cancel my booking for a U-Haul and movers due to this pre-existing issue with the property. Due to the untimely response from the maintenance contractors and Home River Group I have been delayed an entire week and unable to inhabit the premises. I was charged rent for the week that I was unable to move in as well as I will have a hefty electric bill due to the heaters that have been keeping the house at 99F.

  Business Response

  Date: 05/02/2023

  The maintenance issue has already been resolved. We also applied a maintenance concession to the account.