ComplaintsforMain Street Renewal LLC

• Initial Complaint

  07/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Pool has been green for 8 weeks. Water is stagnant and now a health hazard. Repeated calls to vendor just get" "we will send an email" which obviously does not work. Supervisors do not return phone calls. I have to pay $150.00 for pool service which I am not getting. ************ is waiting for an approval for filter replacement but has not heard anything since July 22nd. They have no one to escalate customer complaints too. The only person you can talk to is someone reading from a script " We will send an email".This is the absolute worst case of customer service.

  

  Business response

  08/06/2021

  
  In review of the complaint of the resident, we can confirm that our national maintenance team is working with the network of local vendors to expedite any outstanding repairs that *** be needed at the home. Once it's confirmed that all concerns have been addressed in full, we can review for any concession or reimbursement that *** be warranted for any extended delays or habitable concerns. We do advise the resident to maintain the payments per the lease agreement for the time being to prevent any charges or fees to be assessed to the ledger due to non-payment. We will continue to monitor this concern until resolved.
  
  

  Customer response

  08/06/2021

  Complaint: 15705069
  
  I am rejecting this response because:

   

  This is a flat out lie. I have been told several times the filter was approved and then I hear it wasn't approved. Last email I received was that it was approved over a week ago and then the vendor called me and said they were asked to bid it again.

   

  This pool should be an embarrassment to your company
  

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

  

  Business response

  08/12/2021

  In review of the resident's rejection, we have requested that our national maintenance team work with the local vendors to expedite any repairs that are pending for the pool to resolve any recurring issues and we advise that the residents work to schedule with our vendors to assist in expediting repairs.  We will continue to monitor this concern until we can confirm all outstanding issues have been resolved in full and to review for any concession or reimbursement that *** be warranted.  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The upstairs AC stopped working at the beginning of June. A maintenance request was made on 6/8/21. I contacted MSR several times with no successful resolution. I then contacted the vendor assigned to the maintenance order, and they said they would not come out because they had MSR in collections status.Flash forward almost two months into the work order request, the dead of summer, and my kids are having to sleep downstairs on the couch because the upstairs is not livable. If I cant use half of my house, I shouldnt be charged for half of it either.I have sent several emails, called the emergency repair line, and submitted the online repair request form with no remedy.

  

  Business response

  08/04/2021

  
  In review of the complaint of the resident, we can confirm that our national maintenance team is working with the network of local vendors to expedite any outstanding repairs that *** be needed at the home. Once it's confirmed that all concerns have been addressed in full, we can review for any concession or reimbursement that *** be warranted for any extended delays or habitable concerns. We do advise the resident to maintain the payments per the lease agreement for the time being to prevent any charges or fees to be assessed to the ledger due to non-payment. We will continue to monitor this concern until resolved.
  
  

  Customer response

  08/14/2021

  Complaint: 15703518
  
  I am rejecting this response because:

  
  I was initially willing to accept your response because it sounded fair and reasonable. Unfortunately, I have had to reject your response because as of the writing of this correspondence I still have not had anyone attempt to resolve the issue. When you initially said you were expediting the process to resolve the issue, I expected to not be writing you on 8/14/21.

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

  

  Business response

  08/24/2021

  In review of the resident's rejection, we can confirm that all outstanding work orders show completed in our records-  if the resident can confirm that there are no outstanding concerns, we can review for any concession or reimbursement that *** be warranted for any extensive delays experienced.  The resident can submit any new or outstanding requests via their resident portal to ensure timely scheduling and response.  We will continue to monitor this concern until we can confirm all issues have been addressed in full. 

  Customer response

  08/24/2021

  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

  07/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 25,2021 I started an application for a rental property with Main Street Renewal. I also paid a ***** dollar deposit for the application fee for myself and my husband so 100 dollars total. The next day I received an email saying that I was being considered for another property. I immediately sent a message to the company Main Street Renewal that I did not want to be considered for this property, I put my application in for the other property, to please consider me for **************. July 26,2021 since I had No reply back I tried to go back into the application by logging on to my account I set up and the house was gone. I could not get back to the property and the address had changed. So I called the company and no answer I called again was on hold for about five minutes. No one ever came to the phone, I received an email on July 27,2021 that my application was denied for the property **** ***** Dr. I then called again to clarify that was the wrong address, no answer on hold.

  

  Business response

  08/04/2021

  
  In review of the complaint of the applicant, we have confirmed that the local leasing team has been in communication with the applicant regarding the status of their application and available homes. The application was processed and denied;  the applicant was sent the details of the denial and whom to contract moving forward.  At this time we are not approving the request to refund the application fees as they have been processed. There is nothing else to be done in regards to this complaint at this time. 

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We put in a work order over 2 months ago about our broken dishwasher with Main Street Renewal in ******* **. They have not fixed/replaced it and have made minimal effort to. They keep claiming they have the wrong phone number for us even though the correct one has been given multiple times, or send emails that the work order is cancelled for no reason.

  

  Business response

  08/04/2021

  In review of the complaint of the resident, we can confirm that our national maintenance team has been working to replace the faulty appliance and per our records it appears this was completed as of 8/3/2021.  Pending confirmation from the resident that there are no additional issues present in the home, we can request review for reimbursement for any extended delays experienced.  We will continue to monitor this concern until it's been confirmed that all issues are resolved in full. 

   

• Initial Complaint

  07/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent 200 dollars total on an application for a home, they canceled my application with no communication. When I called and asked why, they said it got canceled because of a glitch in the system and that they would reinstate it. Days later it was still canceled. I called again and this time they told me that it was still canceled but now the house had been rented. The man on the phone, ****, told me that he would send in a form for me to get a full refund because this wasn't their standard practice. Days later, I got an illiterate email saying that two of my applicants had incomplete applications, the house was rented, and if I'd like to move forward with a different property then I needed to complete the applications. Which is a lie, because each application was completed. Meanwhile, the house still says it's accepting applications online.I just want my money back, because this is obviously a scam.

  

  Business response

  08/06/2021

  In review of the complaint of the applicant, we have escalated this concern to the local leasing team who is reviewing the application process to determine if their request for reimbursement is warranted. We will continue to monitor this concern and follow up with the applicant directly regarding the outcome of this review.  

  Customer response

  08/06/2021

  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

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for a home (*******************************) with Mainstreet Renewal, I paid a deposit $1,920.00) and was double charged for a application fee. I went by the home and police and investigators was at this home. I was made aware that the last tenants had murdered a young lady in this home. I called on July 2 regarding this issue and was told they would escalate the call for someone to call me back. A sent a email to corporate and no response to that. I called on July 9 and was told they will send in for a refund for my deposit and double application fee. Again, no managers was available to speak with me but they will escalate and I still have no received a call back regarding this. I have called every day sense July 9, 2021 and every time they escalate the claim and have someone call back. To this day I have no one return this call. I contacted a lawyer and was told it is a law that a owner/brokerage company has to disclose when a murder was made in the home. TEL:************

  

  Business response

  08/05/2021

  In review of the complaint, we can confirm that our resident resolutions team and local area manager have been in communication with the resident and are in the process of finalizing the terms of the approved settlement and release agreement outlining what has been discussed.  This agreement will be sent to the residents directly to review, execute and return so all parties are in agreement.  We will continue to monitor this concern until it's confirmed all outstanding issues are resolved in full. 

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a property leasing company, and I have not received my deposit. I have provided them with receipts for professional cleaning, pest control, power washing the outside of the house, carpet cleaning, landscaping, and provided my forwarding address. They were supposed to reconcile the deposit within 30 days. I have multiple emails tracking attempts to reach the right department. I keep receiving the same information, still have not received $1645 in funds. It has been greater than 5 weeks now.

  

  Business response

  08/04/2021

  In review of the complaint of the former resident, we have escalated their concerns of the security deposit refund to our national move out team in an effort to expedite the process if possible.  We can confirm the refunds have been issued to the forwarding address provided as of July 27th, 2021 and should be received by the former resident shortly, if it has not already.  We will continue to monitor this concern to ensure the resident receives all refunds issued and that there are no additional concerns. 

• Initial Complaint

  07/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We moved into a house in January of 2020. When we moved into the home, the entire backyard was surrounded with bamboo that was 8ft or taller. Our lease states we are responsible for mowing the lawn and trimming weeds. A nuisance order was filed against the home and Main Street Renewal is stating that it is our responsibility to remove the bamboo (over 300 square feet) from the property as we are responsible for lawn maintenance. The bamboo was pre-existing at the property before we moved in. We did not plant the bamboo, nor did we sign any sort of lease stating that we are responsible for removal of such type of growth or that we are responsible for resolving pre-existing conditions of the property that violate city ordinances.This is outside the parameters of our signed lease agreement. We are continually submitting requests for them to remove the pre-existing bamboo so they can get their home in compliance with city ordinance but keep receiving denials without any explanation.

  Customer response

  07/28/2021

  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.

   

   We've been contacted and they have resolved this issue.

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

• Initial Complaint

  07/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We vacated the property before the expiration of our lease. We gave a 45 day notice and paid rent a full month beyond the day we vacated. We had to give (3) separate notices just for someone from MSR to respond. A full 2 months after we sent the original notice, nobody from MSR even had a record that our notice was sent. It was 55 days after we vacated that someone from MSR even conducted the move-out inspection, and 70 days before we received the move-out report (which is required within 30 days of vacating).Under TN law, the landlord has a duty to attempt to re-let the property and mitigate damages. MSR has failed to do that. It was 3 months after we sent in our notice before MSR even began to market the property. I have tried to talk to someone about this, but you can't get a manager on the phone and all emails go to shared inboxes and nobody ever has any idea what they are doing. At this point, I am going to take this to litigation if nobody responds to this.

  

  Business response

  08/05/2021

  In review of the complaint of the resident we can confirm that the resident has been directly in contact with our legal team and this issue has been resolved in full as of 8/3/2021.  There is nothing else to be done in regards to this complaint at this time. 

  Customer response

  08/09/2021

  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

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the pluming in the home does not work and there is no running water in the home! i have contacted ****** water services and they sent and inspector out and i watched him show me that this issue is not apart of the city but an issue with the mainstreet home plumbing system! i can not shower nor brush my teeth and have no drinking water! i will get sick soon and may fall ill to diseases! this issues needs to be fixed this week i can not go another day without a bath or water to drink

  

  Business response

  08/04/2021

  In review of the complaint of the resident, we can confirm that our national maintenance team is working with the network of local vendors to expedite any outstanding repairs that *** be needed at the home. We can also confirm that we've provided hotel accommodations for the resident while the outstanding repairs are resolved. We do advise the resident to maintain the payments per the lease agreement for the time being to prevent any charges or fees to be assessed to the ledger due to non-payment. We will continue to monitor this concern until resolved.
  
  

*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. ↩