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Complaint Details
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Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am filing a complaint due to not receiving the security deposit back within the required timeframe. We moved out of the residence on 04/17/2024 and proceeded to wait the 30 days as laid out on the companies website. Per Florida Law a landlord has 30 days to provide written notice if they intend to file a claim against the tenant if not the security deposit should be returned within 15 days. After waiting the ******************************************************************************************************************* We were told to allow 15 business days which we did and we have still not received the check. We then chatted in again and were told they are not able to open the case and they don't know what happened. They proceeded to say another high priority case would need to be submitted and to allow an additional 15 business days. At this point we are over 60 days since move out, they are in violation of Florida law, and we are on the verge of legal action if not resolved with this most recent case.
Business response
07/01/2024
Main Street Renewal has reviewed the complaint and sees that the address on file has the wrong street numbers. The business has updated the address and has requested a new check from accounting. The consumer will receive this check in 7-14 business days.Customer response
07/02/2024
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
06/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
06/18/2024 - Our home A/C had given out. We made a request for maintenance, ***** care of next day. However the technician did not want to address the actual problem.06/20/2024 - A/C went out again. We made a request for maintenance, Next day same thing "fix" was applied.06/21/2024 - A/C went out again. Temps of the inside of the home for the weekend were well about 90 degrees.The technicians are adding more and more refrigerant, that is leaking into the soil, causing a environmental issue and breaking city code. Code enforcement will be called to issue fines to the company. The issue is not being address by HVAC professionals, and is being temporarily fixed with "band-aids"I had to purchase over $1500 in air conditions, and to run these machines constantly all day. It's costing me a fortune. My electric bill has doubled.I have kids under the age of 5 in the home. It is a health hazard to them to be a home this hot. The customer service team doesn't seem to understand what exactly is happening its really hard to communicate with people you cannot understand.Business response
07/02/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The **** has been repaired, and the consumer has confirmed completion of repairs. The business believes there are no further issues at this time.Customer response
07/03/2024
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
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We moved into the rental property this past Saturday 6/15/24, prior to moving in we viewed the house in April, at that time we noted there was no stove, and the house needed to be cleaned. When we arrived to move in, there was still no stove, and the house was basically untouched. Upon inspection, the refrigerator had MOLD, and didn't work, the toilets were cellophane wrapped, when we removed the cellophane the toilet seat had MOLD on it. There was a broken pipe in the master bath that caused a leak when the water was turned on. Per the lease all major kitchen appliances are suppose to be provided, and we did inform the leasing agent prior to singing the lease. I have reached out to Main Street Renewal multiple times for a call back, but I have not received one. The customer service I did speak with on 6/15, 6/17, & 6/18 state they put in request for a call back and an area manager is to call back within ***** hours, well it is Thursday 6/20/24 and still no call back. With no fridge to store food, and no stove to cook food we are having to buy fast food or go out to eat, and we can't keep any left overs because we have no way to store it. We are a family of 6, the cost of 1 meal for a family this size is roughly $50, multiply that by 3 times a day and we are on day 6, do the math we have spent almost $1000 on food in less than a week. I was told the maintenance request, specifically, the plumbing and the appliances was put in critical status on Saturday 6/15, which was explained to me as they have 24 hours to assign a technician, then the technician has 72 hours to complete the job. As of today 6/20, I have 1 appointment for tomorrow just to fix the sink. ****** and stove didn't get ordered until Tuesday 6/18, and only the fridge is set to be delivered tomorrow, and I still don't have a delivery date for the stove. The overall experience with this Main Street Renewal has been horrible, and we haven't been moved in a full week.Business response
06/27/2024
Main Street Renewal has reviewed the request and has been in contact with the consumer. The business sees that the appliances have been delivered, and the pipe in the bathroom has been repaired. A concession request has been created for review, and the review can take up to thirty days.Initial Complaint
06/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have applied to mainstreetrenewal.com since last month til now and been given excuse after excuse. I recently was denied "due to credit report " because supposedly I had been reported dead. This is what *********** has told to me and had me go to the SOCIAL SECURITY ADMINISTRATION TO GET PAPERWORK TO DISPUTE IT. HOWEVER WHEN I WENT TO THE SOCIAL SECURITY ADMINISTRATION YESTERDAY TUESDAY JUNE 18, 2024 I WAS TOLD THAT THEY (SOCIAL SECURITY) DO NOT SEE IN THEIR SYSTEM NOTHING OF WHAT TRANS UNION TOLD TO ME AND THAT I AM CLEAR ON THEIR END. I HAVE SENT NUMEROUS MESSAGES AND EMAILS TO EVERY CONTACT PERSON I HAVE BEEN GIVEN INFORMATION FOR : BRANCH MANAGER, LEASING AGENTS ETC. I HAVE EVEN ASKED FOR SUPERVISOR NUMEROUS ****S AND WAS TOLD THAT ESCALATED EMAILS HAVE BEEN SENT. SO AFTER THE 3 - 5 BUSINESS DAYS PAST AND NO HAS CONTACTED ME I CALL MAINSTREETRENEWAL.COM AGAIN TO FIND OUT WHY AND ON TO MANY ****S TOLD THAT A MESSAGE (ESCALATED) IS NOT SEEN WHILE LOOKING AT THE SYSTEM FOR INFORMATION ABOUT ME. I DO NOT KNOW WHAT IS GOING ON AND WHY THEY ARE DOING THIS? I HAVE FLED FROM WHERE I WAS WITH MY FAMILY SO WE ARE HERE I AM A DOMESTIC VIOLENCE CASE. I HAVE BEEN THREATENED TO BE SENT BACK IF I DO NOT SECURE HOUSING WITHIN THE **** THAT I HAVE BEEN GIVEN AND I ONLY HAVE TWO WEEKS OR LESS NOW BECAUSE MAINSTREETRENEWAL.COM HAS BEEN GIVEN ME THE RUN AROUND. I CAN NOT GO BACK BECAUSE THERE IS WHERE I HAVE MY PFA AND MY LIFE HAS ALREADY BEEN ATTEMPTED ON MOST RECENTLY TWO DAYS BEFORE WE FLED AND I HIDE AND SLEPT IN THE STORAGE UNIT WITH MY FAMILY UNTIL THE NEXT AFTERNOON WHEN WE GOT HELP TO FLEE. I NEED URGENT HELP I NOR MY FAMILY CAN GO BACK AND WE HAVE NOWHERE ELSE TO GO.Business response
06/21/2024
Main Street Renewal has reviewed the complaint and sees that the company has based its decision off of what was reported to **********. If TransUnion reported the consumer information inaccurately, then the consumer will need to resolve that with TransUnion.Customer response
06/24/2024
Complaint: 21874795
I am rejecting this response because:
Regards,
*************************Customer response
06/28/2024
Complaint: 21874795
Hi my name is ************************* today is Friday June 28, 2024. I am sending this response via email to mainstreetrenewal.com. I have mentioned in specific detail that I have had nor have I still have any communication from any staff member of mainstreetrenewal.com since May 24, 2024 at 11:18 am and before. Thursday 6/6/2024 **** from mainstreetrenewal call my phone number asking to speak to my daughter ***************************** because some how, on mainstreetrenewal.com end a error of my daughter being primary applicant was done. I explained to **** that, that is not correct because I was right there for all information my daughter put in because that was here first time/experience doing that and that the options that were given to my daughter were: co - applicant or adult resident and when my daughter asked me which was to be selected I told her to read it first and she said adult resident? I said yes and was stand right there while she (my daughter) tapped on adult resident. I then said to **** "I am glad that you called because I have been calling and trying to speak to someone for a long time now trying to resolve some problems that I have been having with trying to apply for housing". **** said ok!! What can I help you with and I explained that the first house that I I applied for was *********************************************************** and that I have just learned that I can not take the house because the ************************* does not cover that area. **** said to me that "she will have the Leasing Agent who will be ************************* contact me for that areas I mentioned that I paid the application fee of $50.00 for me and my daughter which equals $100.00 and I need that to apply another house that I can move into. **** explained to me "that once **** calls me than I can tell/ explain everything to her and she can help with everything I mentioned about my application fee again and **** reassured me that ************************* can help me with that. I was than told that "Ally will call me that day if not most definitely tomorrow, which was Friday 6/7/2024. June 7, 2024 came and at 9:44am I spoke to a *** and explained the conversation to him that I had with **** the day before, which I was calling ***** at the time and *** said that she (*****) but really **** was not able to be reached and that he is leaving a message for her". I was given Ally's email address and this phone number ****************. Monday 6/10/2024 I called and left another message and given the email address of ***************************************** june 13, 2024 I called and spoke to Tajha at 8:55am asking to speak to someone meaning Leasing Agent, someone and was given this information: ****************= leasing agent, text only number **************** and email orlandoleasing@ msrenewal.com it is suppose to be a "manager" I called and texted the numbers given to me. I called again at 1:27pm spoke to ******, she told me that "she is sending a ESCALATED EMAIL to SUPERVISOR BRANCH APPLICATION DEPARTMENT. JUNE 14,2024 I spoke to ******* about the recent house that I applied for and want and need to move into: ********************************************; I left another message told that ******* is the Leasing agent for the Zebulon area when I asked to speak to a Supervisor again I was told that the Leasing Agents are the Supervisors. 6/10/2024 at 9:45am I spoke to ****** asking to speak with *****/**** about her telling me "that she can override of the problem of my temporary ID constantly being unable to verify my identification to continue and complete my application process and move forward. June 17, 2024 I called and left a message about a second part of verifying my identification failed four (4) times and MYSTERIOUSLY the same day this happened I was denied, via email from mainstreetrenewal.com after business hours. June 6/18/2024 I called first at 10: 53 am to a ******, he told me his name is I addressed the issue/matter of me being denied and how? Because while trying to "selfie" verification of identification failed I called again 6/18/2024 while waiting at social security administration for letter 2458.
Business response
07/01/2024
Mainstreet Renewal has reviewed the rejection and sees that the applicant was denied. The Adverse Action Letter should have been mailed to the consumer explaining the specifics of the denial. The consumer is encouraged to reach out to the third party company if they have not received this letter of denial.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have been renting from Main Street Renewal for 4 years now. Very affordable rent, but you get what you pay for. Our ** has been broken since Wednesday 6/12/24 and it was listed as an emergency work order that day. We did not get serviced for this urgent matter until 6/17/24 and now they are still taking their time to "approve" the part needed for the unit as of 6/19/24. We have had to rent out two portable ** units to keep our house cool which is not working due to being in *************. Our house is at 85-87degrees at all times. When I inquired about a discount on rent or reimbursement for the ** units I was not answered.Business response
07/02/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the **** was repaired, and the business believes there are no further issues at this time.Customer response
07/03/2024
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
06/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I pay $1595 monthly for myself and 7 children and put in a service request for no AC 6/3/24. I have made several calls and given the run around and it's a heat wave of very hot days and hot nights and no reparepairs yet. We are shattering records and they even said they would relocate us but that hasn't happened. I don't know what else to do. I have already reported them to the city. Please help.Business response
06/26/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The repair has been complete, and the business believes there are no further issues at this time.Initial Complaint
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The home we had rented from Main Street for about 4 years was purchased on May 13. At that point, our security deposit should have been issued within 30 days. Main Street has refused to process our security deposit and we have contacted them over five different times. Most recent, we were on the phone with them for over ************************************************* the middle of talking to a supervisor. The main issue that we keep running into is, they have the wrong end date as May 29 for our lease, but we purchased the home on May 13. They refused to fix it in their system and continue to tell us they still have time as they are in the 30 day window. However, we purchased the home on May 13th and they are no longer within the 30 day window.Business response
06/25/2024
Main Street Renewal has reviewed the complaint and sees that the full refund has been requested from accounting. The ***** tracking number for the check when it has been printed will be 7770 2917 3111.Customer response
06/26/2024
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
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been renting from Mainstreet Renewal for about 3 years now. From the beginning I have had issues with this company. They don't fix things in a timely manner and sometimes they dismiss your requests for things to be handled like growing mold in the bathrooms. You can't reach anyone to help you, everything is sent to the escalation team. I have been without air conditioning for a month now. The company they sent out assessed the problem and submitted the bid not once but twice. Everytime I call they say the same thing it's waiting for approval. It's Florida I have a 4 year old daughter and I am taking care of my bed bound grandmother who is 85 years old. According to the terms of their own lease this is a serious issue and is handled promptly. How is this company allowed to operate after all the complaints it gets? How? I should not have to be without air for a month. This is crazy! I was forced to buy some window units and when I asked for reimbursement they said no because it was an out of pocket expense. Children don't matter to them, the elderly doesn't matter to them, no one matters to them. I've never ever experienced a slum lord before until now. They really just don't care. They advertised a house with working central heat and air and I signed a leased based on that. There is no waiting for approval, just lying. Fix the air!!!Business response
06/20/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the ** was fixed yesterday, and the consumer has confirmed the repairs. The business believes that this has been resolved, and that there are no further issues at this time.Initial Complaint
06/18/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Problem Description: I am no longer a resident of Main Street Renewal, but I am obligated, per my lease agreement, to continue to pay rent until a new tenant is found for the property. As of 6/17/2024, Main Street Renewal was working on trying to update my account but has been unable to do so. I have tried to get information about this, and they have been very difficult to get clear answers from.Original Lease Agreement End Date: 9/23/2024 Monthly ************* **** Vacancy: $2,100.00 June ******* Sent Date: 6/13/2024 June ******* Amount: $1,100.00 June ********* Balance on Account: $1,000.00 New Tenant Move-In Date: 6/5/2024 When calling today to get an update on the above, Main Street initiated a debt collector, **************** to collect a balance from January 31st, which is not owed per the attached ledger.Business response
06/26/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business has provided the calculations to the consumer explaining the charges, and the case with collections has been closed. The business believes there are no further issues at this time.Customer response
06/27/2024
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
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been dealing with a septic overflow since the end of last week. Main Street was made aware of the overflow Friday and left us to deal with the issue without providing emergency service. We have not been able to run water or shower in 3 days. We have small children in the home and we were told to not run any water or flush toilets because the issue would worsen and still 3 days later nobody has been out to fix the issue. We have raw sewage and f**** along the side of our house and yard that has sat untouched for days. We cant reach anyone who has been able to assist us other than random agents when we call the Main Street phone line and we receive no help. As of this morning someone has responded through email and said hopefully someone would be out today to address the issue. I dont understand how they are allowed to operate this way and not provide emergency service for issues this severe. We were told to relocate to a hotel and we would be reimbursed but we did that a year ago when dealing with a septic issue at this same address and were never reimbursed all of the money we had to spend to relocate. We are not falling for that scam again. Im attaching a photo from when everything started overflowing but have not gone out to take photos the past 48 hours because of the hazardous conditions.Business response
06/21/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that all repairs have been complete, and the business believes there are no further issues at this time.
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Customer Complaints Summary
1,915 total complaints in the last 3 years.
675 complaints closed in the last 12 months.