ComplaintsforMain Street Renewal LLC

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  As of Tuesday June 11th, 2024 our water was turned off due to non payment. Main Street Renewal is responsible for paying ********** Utilities and they add it to our rent monthly. I have been paying it monthly and Im up to date. I called the utilities company and they told me I could pay the $400+ Main Street Renewal owes them or take it up with Main Street Renewal. They stated they owed since April. I have called multiple times, sent emails, and their text line. The only response Im getting is we have escalated the situation and the people who are answering the phone are actually affiliated with Main Street Renewal they are just an answering service. I have yet to receive contact at least explaining the process they are taking to remedy the situation even though the answering service says they will reach out to you.

  

  Business response

  06/21/2024

  Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The consumer has confirmed that all issues have been resolved, and the business believes there are no further issues at this time. 

  Customer response

  06/24/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for a home 9 days ago and paid my application fee for a home they listed available. The co-applicant on my application has not been able to create an account due to their faulty software system. I have called to complain over 5 times regarding the issue and how it's unfair to take my money but not resolve the issue for my daughter to complete her portion so we don't lose the home. I was told by a representative named ********* that my application fee will be refunded because it's a system problem not a fault of ours. Upon speaking with another representative this morning 6/11/24 I was told the funds will not be refunded and she suggest I speak with a leasing agent. I told her to transfer me but she refused and said she'll leave a message. I told her I'll go to the local office, she then said there is no office! These people are taking peoples money and not giving the services we are paying for, I want my application fee of $50 dollars refunded.

  

  Business response

  06/12/2024

  Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the consumer has requested a refund, and the business has created a ticket with accounting to reimburse the fees that were paid by the consumer. 

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am scheduled to move into the home next Friday. So far this company has been truly horrendous to deal with. To start they refuse to replace carpet that is well beyond its life cycle. They refuse to repaint the inside home and are putting that on me for some reason when repainting between tenants is the industry standard. The biggest issue is getting in contact with this company. You will spend forever on the phone to be told there is nothing more that can be done and that the issue is being escalated and youll be contacted within 24 hours. Which is never the case. I called to have utilities set up in my name and discovered the provider for water/trash/sewer is overdue payment by MSR. I alerted them of this over a week ago and there has been zero progress and zero communication or empathy or urgency. I have followed up via phone, email, and have gotten nowhere. As stated above I am scheduled to move in next Friday. Per the lease/move in agreement I have to have utilities established in my name before I am given access to the home. I must have water in the home that is a law. I also have nowhere else to go if their negligence renders me homeless because I have to be out of my current home by 6/19. If this cannot be resolved by then my family will be homeless I cannot believe this company is allowed to operate it is bewildering.

  

  Business response

  06/14/2024

  Main Street Renewal has reviewed the complaint and sees that the consumers' requests are cosmetic. The home was visited and an inspection found that what the consumer has reported as organic growth is paint. The inspection also found that the grates, carpet, painting and cleaning were not an issue. The consumer believed the microwave was broken because the plate fell off track on the inside of the microwave. The business is denying the consumer's requests. 

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I moved into this home, I did everything I needed to do as a new tenant to have all utility accounts and insurance in place prior to move in. I had renters insurance active on 2/12/24 which was my move date. I was asked to provide documentation of my renters insurance through a notification via email in March. I called Main Street Renewal to ask where to submit the document to because I didnt see an option for it on my portal. The representative asked me to email it to the Resident Cares Team which I immediately did on March 28th. I received a response from representative ***** saying they sent the information to the *** Insurance Team. Months later on May 16th, I received a notice of force enrollment for ***s third party insurance as well as a fee on my account for the enrollment. I once again forwarded my email that was sent to the resident cares team in March, this time to the insurance team saying Ive had my insurance active since my move in and to take the fees off my account. Everytime I have tried to contact them to remove these, they keep closing my tickets and not removing the fees. I have called probably over half a dozen times now and nothing seems to be done after I hang up. I now have 3 wrongful charges due to this matter the last one posting on May 31st, 2024 and have spoken to 2 different representatives today alone. The first put me on hold, called the insurance team and said I should receive a notification that the fees had be removed within the hour and we hung up. The insurance team commented on my ticket saying they filed my document but the fees are still on my file. I called again. Second representative would not transfer me to the insurance team nor a supervisor for assistance and hung up on me. I cannot get help from Main Street Renewal and they seem adamant at keeping superfluous, ridiculous charges on tenants accounts regardless of the blatant errors on their end with filing paperwork and completing tenants move ins accurately.

  

  Business response

  06/07/2024

  Main Street Renewal has reviewed the complaint and sees that the consumer provided the insurance declaration page. However, when reviewing the minimum requirements, it did not list MSR as an interested party (as stated is needed in the lease). A valid declaration page was provided on May 22nd, and based on this, future charges were removed. 
  

  Customer response

  06/07/2024

  Complaint: 21796858
  
  I am rejecting this response because:
  

  The attached document shows on March 28th the response I received to sending in my initial proof on insurance. No issue was stated from your representative that there were any  problems with my paperwork. If there were issues, why wasnt it caught on March 28th by any of your representatives and communicated with me? Instead, no one filed my paperwork at all and now youre trying to hit me with fees due to your negligence. This is a gross breach of trust between myself and Main Street Renewal. I did my part and provided my paperwork to the best of my knowledge to the parties I was told to send them to. Your department failed to pay attention to detail nor file my paperwork accordingly. This is your failure in duty and it is extremely uncourteous to instead of communicating errors, slap your tenants with fees. Please do the right thing in this matter and remove my fees or I will plan to move out at the end of my lease as I will not fund a corrupt, predatory company such as Main Street Renewal has been behaving since my move in date.

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

  

  Business response

  06/07/2024

  Main Street Renewal has reviewed the consumer's rejection and understands the concerns. A reimbursement of fees has been credited to the consumer's account, and the business believes there are no further issues at this time. 

  Customer response

  06/10/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reported weeks ago that some one has used a master code to enter my home and provided video. I yet to received notice as to why was some one entering from **************************** ****** report file and tag ran (expired registration ) Due to no response I was too scared to stay there with my son and moved in with a relative (fear of our safety)

  

  Business response

  06/04/2024

  Main Street Renewal has reviewed the complaint and has attempted contact with the consumer through the email address listed in this complaint. The email address does not work, and the consumer did not provide their property address in this complaint. The company suggests that the consumer provides a working email as well as their property address so that this issue can be investigated. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a formal complaint to file. I reviewed the application requirements and not once did it state that I had to meet a threshold score to be able to rent. I am a young professional that does not have a lengthy credit history due to me being 25. The application requirements are very misleading and I am looking to move forward with the process of suing the company for not having the requirements and all of the qualifications clear and transparent for the renter.

  

  Business response

  06/13/2024

  Main Street Renewal has reviewed the complaint and has attempted to call the consumer. If the consumer still desires assistance, then they are encouraged to return the leasing departments phone call. 

  Customer response

  06/20/2024

  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.
  
  Regards,
  
  Zion ******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on 5/10 i put in a application it was almost done with the process housing was needing to schedule the inspection and then pay my deposit and rent then there website updated on 5/24 my application got canceled and i had to put in another application on 5/29 when i asked if it was missed up anything with my application it was said not that i just have to put my information back in the system.well on 5/29 my application was denied i have not yet got to speak with higher up manger because there are never open to talking and my voucher end on 7/3 and i had let the leasing manager know that i need things to move smoothly with the process... and hot lied too

  

  Business response

  06/04/2024

  Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the consumer previously submitted an application, but was canceled due to the company's transition into the new application. When moving the applications over, the company had to cancel all existing applications that were not currently approved. The consumer was refunded, and the business requested that they reapply through the new application.

  Unfortunately, when the business changed systems the credit reporting agency was also changed to Transunion. That change has caused the consumer to come in as denied even though they were previously accepted when the business was using Saferent/Experian. The application is truly denied per our screening standards.

  The consumer didnt provide the non-expired voucher until 5/24/24. Yet the application was closed on 5/23 for the transition, and at that time the business did not have what was needed to proceed. Regarding the email where the consumer asked if this transition would mess up the process, no one from the leasing team responded confirming it wouldnt affect the new application.

   

  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  If I could give less than 1 star I would, absolutely god awful customer service and the worst company Ive ever dealt with!They dont give out keys or garage door openers because they use key code locks. 2 months into moving in our lock broke and forage next 8 months we tried to get someone to come fix it and it never happened! We complained about the house being dirty and full of bugs on move in day and never got resolution or credit for that either. Less than a month before our lease was supposed to renew they sent a letter saying the house was sold and we wouldnt be able to renew, but we still managed to get everything out and clean in time. *********************************************************************************** security deposit review, until day 30 when I got an email asking for an address to mail a check to. I gave it to them and asked for a breakdown of charges, this took 2 weeks to get and when I did I was floored! We spent $300 to have it professionally cleaned but they still charged us $25 for misc cleaning? They also charged $400 for carpet cleaning and the house didnt even have carpet on it!!! Ive been trying for another 2 weeks to get someone to respond regarding the charges with no luck BEWARE, STAY AWAY, DO NOT DO BUSINESS WITH THIS SCUM BAGS!!!!!!

  

  Business response

  06/13/2024

  Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business has informed the consumer that a partial check has been requested from accounting for reimbursement of charges. The reimbursement will be for fees relating to carpet cleaning and painting. The business believes this should resolve the complaint. 

  Customer response

  06/13/2024

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I moved into my home last year the end of March beginning of April. I never did an official walkthrough because the power was off twice and it was dark outside so I couldnt really see. Moving forward, I move in, my main concern was the electrical in the home because my light fixture in my bedroom would always sizzle and my sockets in rooms wasnt working. I complained they came out, next was the window that was broken in the back since the home had been vacant. Now, Im putting down seeds in the backyard to grow the grass in the back and noticed how the gutters were over filled with debris and grass so I called them out to cut the trees and clean the gutters. Months later, the staff answers say put in a maintenance request on the app, I did . A contractor came cut the trees and clean the gutters like in June, I logged into my account and noticed a balance. I reached out sent emails and got no reply for almost a year. This year my rent up and I had to pay rent when I noticed almost an extra $300 charge. I emailed them to find out why and they said because of the gutters. I said, why charge me for the gutters when those services should have been completed before I moved in? The staff told me its because the request was made 30 days after my move in date. I said no I had been calling since I moved in. Moving along to this year I now have a $350 charge on my account still that they are making me pay and its not fair, both requests were made at the same time they didnt charge me for trees but did for gutters. These shouldve been done before I moved in. If they charging me for the request being put in 30 days after my move in date why not charge for the trees too? But they paid for the tree service and want me to pay for the gutter service its not fair and I want everyone to know how rental companies can charge you what they want for any reason when they want. Please help me resolve this because they say Im responsible.

  

  Business response

  06/10/2024

  Main Street Renewal has reviewed the complaint and sees that the consumer is correct. A first report of the problem was indeed reported by the consumer during the first 30 days at the property. The business apologizes for this situation, and a credit has been provided for $250 as this was the amount that charged. 

  Customer response

  06/11/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a lease agreement with mainstreet for the property we reside. My Hvac system went out 5/23/2024 and I submitted a work order through mainstreet renewal's portal. It is now 5/30/24 and we have been assigned three different vendors over the last 7 days. The first vendor only came 5 days after submitting the request and said the compressor in our AC is bad and looks old. Mainstreet told my husband that the first assessment was rejected so since then it has been assigned to two other vendors and an employee with mainstreet but no one has came. We received emails giving a time frame of a span of 8 hours and no one came. So we are waiting in a hot house for no one to show up. We were given a hotel for 3 days and told we would have to self relocate if the problem isn't resolved. On there own portal they list having a broken HVAC with outside temperatures over 90 degrees as an emergency. Every day since the order has been submitted we have been under a heat advisory with temperatures exceeding ******************************************************************************************************************************************************** how long it will take for them to repair the system.

  

  Business response

  06/05/2024

  Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business has confirmation from the vendor and the consumer that the repairs are complete. The business believes there are no further issues at this time. 

  Customer response

  06/05/2024

  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.
  
  Regards,
  
  ***********************

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