Complaints

This profile includes complaints for Main Street Renewal LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Main Street Renewal LLC has 32 locations, listed below.

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• 

  Main Street Renewal LLC

  5001 Plaza on the Lk Ste 201 Austin, TX 78746-1070

• 

  Main Street Renewal, LLC

  6081 E 82nd Street #415 Indianapolis, IN 46250

• 

  Main Street Renewal LLC

  13250 N 56th St STE 204 Temple Terrace, FL 33617-1167

• 

  Main Street Renewal, LLC

  5800 Foxridge Dr Mission, KS 66202-2347

• 

  Main Street Renewal LLC

  5171 Glenwood Ave STE 364 Raleigh, NC 27612-3266

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:07/05/2022

  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, contacted my rental company Main Street Renewal for maintenance request on June 15th, 2022 as my ** unit was not working properly. I live in the state of GA where it is 90 degrees plus outside. Patiently waiting on someone to come access the problem I have heard nothing back. June 30th 2022 the ** unit stopped working completely so I submitted another maintenance request. I then tried calling to see if someone could come out. Friday July 1st they sent a vendor who said he fixed the issues not even 5 mins after he pulled off the unit stopped working again. I contacted mainstreet again they gave me the run around did not offer to bring portable ac units or anything just said they will send someone tomorrow so I slept in my home with no ** the thermostat stated it was 93 degrees inside. July 2nd I called 10x both the vendor and Main Street before they sent another tech out. The tech arrives says it was electrical and needed a new part that he replaced and stated he would be on call for 2 more hrs to call if it went out again. 8mins later it went out yet again I called him and his company no answer. Called Main Street renewal they basically stated there team doesn't work weekends so they could not provide me with any type of cooling the supervisor then says he would *********** to a hotel someone would give me a call. No one contacted me so that was another night of no ** the thermostat is at 90. July 3rd, I contacted Main Street again 3x before I could get me information on my hotel stay they placed me for one night and stated the vendor will come out tomorrow. Today is July 4th I am back in my home still with no air called Main Street again they tell me that the vendor doesn't work holidays and someone will be in touch for a hotel stay I have heard nothing back from them. I am utterly disgusted how they treat there renters leaving them inside a home thats 93 degrees with no compassion or urgency to resolve this! 3 weeks with no proper ** in the summer is shameful.

  Business Response

  Date: 07/25/2022

  The resident was contacted to discuss the complaint and confirmed the repair items are complete.  A concession ticket has been opened and is under review. We will continue to monitor this concern as needed to ensure that there are no pending or outstanding concerns.

• Initial Complaint

  Date:07/05/2022

  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.

  At the end of may 22 our HVAC broke with inside temperatures reaching 90 degrees, no accommodations were given or offered, it was stressed we have a child with breathing problems and they told us a broken HVAC did not constitute an emergency. We were told to buy our own portable ac units until the main HVAC was fixed. I was told I would be reimbursed for the expenses with a credit which I have never received over a month after the fact. We are now dealing with a cracked toilet that caused severe water damage and leaking to the floor in the upstairs bathroom and has leaked through the ceiling downstairs. We were told to shut the water off and it could be days before someone could come out. Days without water, and were being told to just stay at a friends house. I want my security deposit back, reimbursement for the money spent on portable AC units and a release from the rental agreement! I am now heavily concerned about mold from the water damage. These are unsafe, inhumane living conditions. We have made several attempts on both instances and are always either hung up on or told nothing can be done.

  Business Response

  Date: 07/25/2022

  The resident has been contacted to discuss a resolution to the complaint.  The repair items are actively being monitored and the residents are evaluating their options. 

• Initial Complaint

  Date:07/05/2022

  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.

  On 6/21 our ac broke it is now July 2 it's over 100 degrees outside and over 95 in our home. We have small children I have called over 40 times and have gotten absolutely no where. They just tell me they will get a vendor. I had to threaten them that it was illegal for them to make us stay in this home with our child and it be over 90 degrees in the home. We finally get a hotel at 11:30 at night just for the night. She says someone will call and schedule to come fix our ac at 9 am no one calls what a surprise. This has been a nightmare. We are clean, keep up with our maintenance around the house, pay rent on time and this is how we are treated. Stranded with no answers and them just telling us someone will call. Which we have heard 40x already. Not a single person has reached out to us. I will steer everyone I can away from this company. The day our lease is up we will leave. I had a SUPERVISOR hang up on me I've never been so disrespected in my life. I'm frustrated I pay rent for them to fix these things in a timely manner as stated in our lease agreement and we have been without ac for 3 days which legally in texas they have 3 days to come out and fix our ac but haven't?? These people don't care. Go the other way!!!!

  Business Response

  Date: 07/15/2022

  The resident was contacted and they confirmed the maintenance issue has been resolved.  A credit will be applied to the resident's account.  The resident confirmed there are no outstanding issues to be addressed. 

• Initial Complaint

  Date:07/05/2022

  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.

  On 6/23/22 I applied for a rental and paid the 100$ for both mine and my fianc's application. My application was instantly denied without reason. When I called about a reason, the woman on the phone said they couldn't tell me and I would have to wait for a letter in the mail. I received the letter, but it also says it will not give me a reason. The only thing this letter says is my credit score, which is very good. On the application page it says there is a window of 24 hours to correct any missing information. I was not given this window if that was even the case.

  Business Response

  Date: 07/25/2022

  In review of the complaint of the applicant, we can confirm that our leasing team has approved a refund of the application fees paid and notified the applicant of the approval and status of this refund. We will continue to monitor this concern to confirm all outstanding issues are resolved in full. 

• Initial Complaint

  Date:07/05/2022

  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 moved into my home on May 29, 2022 through Main Street Renewal. The same day I moved in I realized I had a ***** infestation in my kitchen and I called them and requested that maintenance come out immediately, to which they did. Within a week of moving in there were numerous problems wrong with the house that I had to call Main Street Renewal regarding to see if they would could out and address the issues. For two of those issues, one was a microwave above my stove that's not working and I was told they would replace it with a new one and as of today (July 2, 2022) that has not happened. The other issue was a missing part to my Air Conditioner that would allow the A/C to cool the interior of the house without running all day. Neither of those issues has been resolved as of today, and every time I call them, I'm told that they are still waiting on a part to come in for the air conditioner and that they are still waiting on the microwave to come in. I called them on June 24th 2022, And reported that there was a mouse in my home and at the back siding to my home on the outside was pulled away from the frame which is probably how the mouse was allowed to get into the home. I was told that someone would come out to not only address the siding that was pulled away from the home, but that the pest control would also be out to address the mouse issue. After a week of not hearing from anyone regarding the house I called Main Street renewal back on July 1, 2022, And was informed that pest control will not be coming out because they only cover the 1st 30 days after moving in, and anything after that I would be responsible possible for. I informed the representative that I had made the report within the 30 day time frame and she proceeded to disconnect the line.

  Business Response

  Date: 07/25/2022

  After reviewing the resident's complaint, we communicated with the resident to clarify the outstanding issues. We've confirmed that some of the repairs have already been made, and our national maintenance team is working with the network of local vendors to expedite any outstanding repairs that are still required. 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 Answer

  Date: 07/25/2022

  Complaint: ********
  
  
  I am rejecting this response because:although I did speak with someone from their legal team, and she stated she would get all of the issues resolved, there has also been the other numerous people I spoke to everytime I called.to report something or to follow up. The following issues need to be completely addressed before I will resolve the complaint:
  - Back siding of the home
  - Roaches and mouse still ongoing problem
  - Garage codes doesn't work
  
  Regards,
  
  
  ***********************************

  Business Response

  Date: 08/04/2022

  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. The home requires repairs that *** take longer than the time allotted to answer the BBB complaint. The escalations have been opened with the appropriate teams, and the following issues have been resolved: HVAC and microwave. Pest control has come out to the house twice since the original complaint was filed (with the last visit on ****). We will continue to monitor this concern until resolved.

  Customer Answer

  Date: 08/05/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  There are still many issues that are ongoing and I just recently reached out to Main Street Renewal about my dishwasher not working. Until all of my maintenance issue are resolved I'm not willing to close my claim with the Better Business Bureau, for fear that once I close the claim the other maintenance issues will still remain unresolved.
  
  Regards,
  
  
  ***********************************

• Initial Complaint

  Date:07/05/2022

  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.

  On 5/16/2022 I contacted filed a complaint about the **** system not working properly with Mainstreet Renewal. The upstairs cooling was not working properly as the temperatures were getting in the mid 80's during the day. I have contacted them 5 times since this was originally filed and they kept telling me the same thing, the issue was turned over to a third party. Since my contract was with them and not the third party I requested a status update and they did not have one, they said they would call the third party and get them to the house. The temperature outside has been ** in the 90's many times over the last 30 days and is causing the temperature in the house to be over 80 degrees. It is now 7/1/2022 and they still have not come to fix the problem. They stated the work was completed and I stated it was not and they said ok they would send someone and still have not. Now they are telling me they have to close this work order to open a new one and advised me the time will start over on response. Very poor service and violation of the contract. I would like the remaining of the contract payments to be waived up to 11/15/2022 for violation of the contact.

  Business Response

  Date: 07/15/2022

  The resident was contacted to determine if the A/C repair issue has been repaired.  The resident confirmed a vendor had completed the service visit but the A/C was not fully cooling.  A escalated maintenance work order was entered and the resident was contacted to provide contact information for the maintenance escalation.  We will continue to work with the resident to provide service updates until this issues is fully resolved. 

  Customer Answer

  Date: 07/28/2022

  Complaint: 17512958
  
  I am rejecting this response because:

   This has not been resolved.  In their response they stated that they had contacted me to see if the ** was fixed and they have not.  The issue has been worked on but has not been completed.  The information provided from Mainstreet Renewal to you is not only incorrect but pretty much a lie. because nobody has contacted me to see if the problem has been resolved.  Also, I was contacted by the legal department from the company and we were to discuss the compensation and they never called me back in over 2 weeks as they advised me that they would.

   

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

  Business Response

  Date: 08/07/2022

  A escalation ticket and a concession ticket are opened to monitor the A/C cooling issues.  The A/C has been serviced but based on information provided by the resident, the service visits have not fully resolved the issue.  The A/C vendor has been reassigned to service the A/C.  The Resident Resolution Team is monitoring the issue and will work with the resident to ensure the issue is fully resolved. 

  Customer Answer

  Date: 08/08/2022

  Complaint: 17512958
  
  I am rejecting this response because:

  They have sent the same company out here 3 times already and the company has explained the issue and they have not done anything about it.  This does not include the first company that advised them of the same issue in May or the Mainstreet employee who came in last month and stated the same problem as all the others.  5 visits and they still have not fixed the issue that was identified in May.  They keep putting in the portal the issue is resolved instead of noting what needs to be fixed to remedy the issue.  Each time they make me put in another maintenance ticket to falsely show that this has been an ongoing issue for almost 3 months now.

   

  I would like compensation for the negligence of the company in the failure to abide by the renters agreement on ensuring that the **** is maintained in a working condition in a timely manner.  The compensation being requested would be a refund for the months of rent paid that the company did not meet the contracted agreement.  This would as of today include **** June, July and August.

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

  Customer Answer

  Date: 08/15/2022

  Complaint: 17512958
  
  I am rejecting this response because:

  Mainstreet just sent over another ** Technician.  This tech was from a different company and they told me the same as the last 4 companies that were sent here.  The recommendation was to redo all the duct work but there is a chance that redoing one of the boxes in the attic may fix the issue but no guarantees it will solve the issue. 

   

  So again, this is the fifth time that an ** technician has stated the same issue and it appears that they refuse to fix the common issue that has been presented to them since May of this year.

   

  I have tried reaching out to their legal department who stated they would be handling this and I could reach out to them if I had any issues.  I have reached out to them several times over the last month and they have not responded to any of my communications.

   

  They have refused to discuss any compensation for failure to meet the renters agreement that they have signed and violated.  This compensation should be the reimbursement for the months that the ** has not worked properly due to the failure to meet the contract agreement.  This would include reimbursement for **** June, July and now August rent that was paid and services were not rendered.

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

  Business Response

  Date: 08/22/2022

  A representative contacted the resident to discuss the open issues.  Main Street Renewal is working with resident to resolve the issues and will continue to monitor until all issues are resolved in full.

• Initial Complaint

  Date:07/05/2022

  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.

  My ex fiance and I are breaking up. My only request is for them to remove her from the lease so she can move on and actually be able to lease something else. While I continue to live and pay the home for the remainder of the lease term. It seems like a simple request and I dont understand why they will no do this.

  Business Response

  Date: 07/14/2022

  In review of the complaint of the resident, we can confirm that our compliance team has received their request to update the lease contract as executed and someone from that team will be reaching out to them directly to request documentation to process their request as needed.  We will continue to monitor this concern as needed to ensure that the issues are resolved in full.