Complaints

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:06/29/2023

  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.

  We began our rental in May 2022 with another group, but then the lease was transferred to HRG in August 2022, and our lease was up in May 2023. Also, in mid-March we advised that the lining that was in our Master Bathroom tub when we moved in had peeled off and revealed about a 3-4 inch crack in the tub. We had 1 person come out and look at it, and then we never had anyone else out to look at as of our move-out date 5/19/2023. Then, after move-out we got a ledger/bill in the mail with no breakdown other than general descriptions of the issue. We received the letter on 6/7/2023 and immediately reached out to HRG and they asked for a description of our dispute. We sent that on 6/7/2023 as well, and we were told at that time that it would take 7-10 days to get a response back. We are now on 6/28/2023 and have no response back. We have been more than patient in waiting for them to get the information they need to respond, and still nothing. We had the following charges: $100 for broken blinds: there was 1 slat broken, and a whole set of blinds priced out is $40, so where is the other $60 coming from?; $100.00 for paint: all paint was touched up and nail holes were filled and painted prior to move out, so what needed painting, because anything else would have been normal wear and tear; $350.00 for a deep clean, the house was deep cleaned and spotless when we moved out, it was cleaner moving out than moving in; $600 for plumbing fixtures, are you speaking of the bathtub that you never fixed as reported, and we had indicated on our move-in sheet that the liner was coming off and well when it did it revealed why the liner was there to begin with (crack mentioned above), because there were no other issues with the plumbing. $500 for an Ozone Treatment: what exactly is this for? Looking online I found this is for about 3 things: 1) Mold 2) Pets 3) Smoking, which none apply since we paid a pet fee and pet rent monthly. We are wanting this rectified immediately.

  Business Response

  Date: 07/05/2023

  *****

  We appreciate you bringing these concerns to our attention. Now that you have more details and clarity regarding the charges to your security deposit accounting, please let us know if you need anything further. Thank you

   

  Home River Group

  Customer Answer

  Date: 07/05/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because:

  We don't have anything regarding the charges or accounting, so gow can we answer that we do?

  
  Regards,
  **** **********

  
  

  Business Response

  Date: 07/06/2023

  ****,

  I was told that this was explained to you and you accepted the response.

   

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

  Customer Answer

  Date: 07/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  
  I am rejecting this response because: nothing was explained to us,  we haven't received any information or communication from your company regarding our complaint. I have all our emails from the start of this process and check it regularly. If you attempted to send us information can you please resend it. The last email we received said someone was looking into it and that's all it said.
  
  ******** **** **********

  Business Response

  Date: 07/13/2023

  ****

  The charges on the move out disposition include both labor and materials. So while a set of blinds will cost $50.00 we have to pay someone to install those.  This is true for all of your concerns with the charges.

  I hope this clears up these issues.

  Customer Answer

  Date: 07/13/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:06/15/2023

  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.

  On March 17th 2023 I took possession of my rental house managed by HomeRiver Group. I spent 2.5 weeks prior to move in to have someone contact me. After moving in, it was quickly determined the house was not ready for occupancy; termites, mice infestation, etc. They ask that you place a "meld" request for maintenance. I complied and put all the requests in. To this day, nearly 90 days after move in there's still a laundry list of repairs they continue to ingore. They mark my maintenance requests as completed when they are not complete. They are refusing to send someone out to look at my AC as "it's working how it should" you can see direct correlation in my energy bill between the temperatures rising and the AC not keeping up. They put charges on my ledger that are not agreed to, but I am forced to pay that amount as you can't enter "other amount" to be paid in the portal. Management is evasive and not a help. Only person that will talk to me is a maintenance lady that has no pull and can't do her job by completing my maintenance requests. Now they are threatening to charge me for the AC repair man to come out, as they say its working how it should. Yesterday, was a cool day in KC and my system still could not cool my house. was reading 76 when I had it set to 72- it just kept rising. I need help with this evasive "management company" not upholding their end of the lease but still expect me to pay rent.

  Business Response

  Date: 06/26/2023

  Good Afternoon Ms ********

  I am over the Kansas City market and received notice of your complaint. Because your home is with a different department I have reached out to the manager of that location for assistance in clarifying what is going on and why so many issues have been left not handled.

  I'm going to email you separately from the complaint to include his contact information but wanted to let you know I did see in the Meld that the owner approved the repairs and so this will be handled soon.

  I apologize you have had such a negative experience and we will try to get these problems solved as quickly as possible.

   

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

• Initial Complaint

  Date:06/14/2022

  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.

  6/6/2022 Application for rental 260.00 We applied for a rental townhome winter view the property on June 2nd applied on June 2nd they started our application on June 6th not following Monday while they claim that it was processing our application the underwriting team reached out to my husband and told him something was wrong with his application which in they tried to merge his application and did it wrong I had him there as a soul buyer while my husband is at work trying to fix this application with them which it was their error we couldn't fix they told him oh yes everything is okay now but we gave the property to someone else never letting us know that they already have pre-approved someone else for this property all that was waiting on it was that damn payment or deposit to this property told my husband that they was going to place him on hold until something else came up keep in mind they never told us that the property belongs to someone else they told us to apply once we view the house now we never got processed they never did anything but they kept by $65 * 4 have never reached back out to us have never my sister to us than someone last Thursday I want to reach back out to up my husband telling him that he can reapply to I guess try to get another $260 out of us to apply for the properties we have the email the conversations I respect that to the manager she never contact me back she claimed she was going to take a look she seen the information herself she said oh they never tell you or I apologize she never reached back out to me she told me she was going to take a look was days ago never heard back never got my money back and act like we do not exist they need to pay us back are $65 for all application that has never been processed or defrauding people telling them that they have properties available and they do not have properties available for renting for renting

  Business Response

  Date: 06/15/2022

  First let me say I understand the prospects frustration over the application process and end result.  It is extremely disappointing when you have your heart set on something and it doesn't pan out.

  The website mentions in several different locations that application fees will not be refunded. In fact, the applicant cannot proceed without acknowledging this.

  During the application process there is a chat feature to which the underwriter communicates with the prospect updating information and communicate directly with the applicant.

  The complainant is correct when she stated I was helping her and told her I would get back to her and did not.  I answered her questions that another application which came in before hers was pending, in fact she was second in line. She asked me to find her another home but our office is extremely busy and I was distracted by helping other tenants and prospects. However, our website is updated by the hour with available homes for her to peruse and find a perfect home for herself.

  Again, I understand this was not result she desired and I'm disappointed we were unable to assist her but we did not defraud anyone nor did we list a property that was not available.

   

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

  Regional Manager

   

• Initial Complaint

  Date:06/13/2022

  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.

  My townhouse that I have been living for 8 months were flooded 5 times already. I rented it for a year but it was in flood in almost every raining. My new furniture and carpet were all in dirty and stinky water during this five times of raining and our renting office (HomeRiver Group) was turning me down in each time. I am helpless as I can't pay any money to the attorney and I don't know my rights exactly as tenant. I am a migraine patient and this five times of incidents increase and triggers my migraine attacks. I clean everything after each rain flood in my townhouse, washed the carpets, clean the furniture. I got an off day to clean the mess once. Please help me as the renting officers are very mean with me and they explicitly told me that "madam, you don't know America, you are new here and you have not heard that seventy houses are damaged because of the tornado." I asked them to send a professional maintenance guy to the house when that happened. She was very brutal with her answers and yelling at me each time as I made my requests. She was starting her sentences with "Don't you hear me..." This is the fifth time, my house in all in dirty and stinky water waiting to be cleaned by myself and they still has not send someone to fix the problem. They don't also provide the contact info of the owner of the property.

  Business Response

  Date: 06/13/2022

  This issue was initially addressed in November 2021 when the first ticket was filed.  A vendor was sent to repair some holes in the siding.  There were no further issues until we received the storms in Kansas City at the end of May beginning of June.  The owner of this home does his own maintenance and he was notified immediately.  We have before and after photos of him trying to repair the issue but often times with water it takes numerous times to track down the source of the problem.

  The tenant did come in our office and spoke with me directly.  I NEVER EVER said anything to her about being in America.  That is a complete and utter lie. There are other people in our office that witnessed the interaction as well as cameras. I did mention that we had tornadoes and severe weather the night before and I was not sure I was able to get someone there immediately, as she had requested.  I mentioned that we had damage to homes that included wind, power lines down and major flooding in some basements.  While this tenant took on water it was not to the level of other people.

  The owner of the home sent someone out the same day she came into our office and I have sent another vendor out to try to resolve this issue.

  Not only did the tenant give false information about the number of times she has "flooded" but also had a blatant lie when she said that she was told "this is America".

  Respectfully submitted,

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

  Regional Manager

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

  Customer Answer

  Date: 06/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: she pretends like this is a small water issue but it is a flooding of my entire floor with flooding of water 7th or 8th times after almost every rain in Kansas City. I am refusing to be treated as ignorant. They told me "Ma'dam you don't know about America...." and now she said she felt offensive while I was targeted with that sentence. You may see the evidence of "FLOODING" in the video. I have the records of my emails of notifications and videos as evidence. I am in the process of consulting with an attorney. I am refusing people to abuse my good intention by waiting them to fix it. They sent an unprofessional handyman twice out 7 or 8 times of raining. I have still water in my apartment that needs to be cleaned. I used my new beddings and towels to clean that mess. My new furniture sucked lots of water in. I can't sleep and always anxious about raining while they are just investigating it over the computer. They even asked a termination fee when I try to move out as if I didn't wait them to fix it or they tried it., As if I was the one who breaks the contract for nothing. They are trying make money on me. They only respond me when I make my complaints official over BBB or ****** reviews. They need to stop asking termination fee.
  
  Regards,
  
  **** *****

  Business Response

  Date: 06/22/2022

  The tenant gave notice and we accepted it for the end of July.

  They paid the termination fee as per the terms of their lease and we notified their new property manager that was completed.

  We have cameras in our office that recorded the entire conversation and no mention of America or anything derogatory was said during the exchange.  There was also a witness to the entire conversation.

  The tenant has left numerous negative reviews to make their point which I have a duty to respond to.

  There was a vendor scheduled for further repairs today 6/22 at 330pm and they rescheduled.  This is not the first time this has happened.  We try to do a repair and they either don't answer the door or reschedule.  

  Please note as I told the tenant when they came in the office the owner does their own repairs, the first person who came out was the owner's maintenance.  When they came in I told them I would take over and tell the owner that we are doing it to ensure this is handled. We have sent out our vendors to assist.

  One final item, there were no issues until the end of May - we have a right to try to fix the issue which we have attempted to do.  I'm sorry it's not at the pace they desire but we are actively trying to remedy this quickly.

• Initial Complaint

  Date:06/06/2022

  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 had been faithful to pay rent for 3 years, yet the company would never fix issues. I had never been able to open any windows in the home due to them painting the gaps in the windows closed. Eventually two of them fell out. I had to move due to obvious reasons such as: black mold, plumbing issues, wood rott etc. I had lost my job during the pandemic which made it harder to leave. This company bought out ***** ** ********** and have had many managers and online payment and reporting portals. I have copies of emails and text messages from this company, yet they say they did not know about the issues. They also state that I would not let them in my home, yet they had been to my home many times. They are continually charging me rent although I had moved out.

  Business Response

  Date: 06/09/2022

  Home River Group took over management of the home that Ms ***** resides at on 9/1/2020.  Prior to that she was with ******* as mentioned by her previously.  The ownership of the home has not changed.
  
  Since we took over management she has had one point of contact - ***** ***** with assistance from others in our office to do what we can help.
  
  Regarding her work orders - here is a screenshot of work she has requested:

  see attached

  As you can see the only items that the tenant has entered was regarding the windows - one is in February of 2021 and the other May of 2022.
  The vendor in February 2021 attempted numerous times to get in touch with the tenant with no response.
  Nothing else was said until she became delinquent.
  We even recommended that she reach out to SAFHR and assisted with a link for assistance.
  She then claimed we were not doing part on filling out the form - which is incorrect.
  
  **** sent us a notice to vacate stating mold and other issues that as you can see were never discussed.
  
  ***** and I have communicated many times via email and it was only after she became delinquent in her rent did things get ugly.
  
  This was the last correspondence I received from Ms *****.
  ****** *******
  Fri, May 27, 4:04 PM (13 days ago)
  
  to me
  
  Due to extremely horrific and illegal living conditions we will be out of the residence this weekend May 28th 2022. You have continued to violate health code violations and lied about the reasoning and stating " You are unaware".  Although under the law we should have been moved into a safe residence and should have withheld rent; I did not. I had tried to get you paid by SAFR, yet your refusal to send appropriate doccumentation of a lease with the companies address, phone number, name, logo etc. They keep denying the application. Do not contact me again as you only care about money and not following renter rights laws and health code and fire code housing laws. 
  
  ***** *****
  
  
  Please let us know of further information you need on this case.
  
  ***** *******
  Regional Manager