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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am renting a house with a pool. I pay higher rent for this pool plus an additional $150 a month for a pool service to clean the pool mandatory with this leasing company.Pool filter housing exploded 3 weeks ago. I submitted the maintenance request 3 weeks ago online and made 5 different phone calls to their call center. Nobody has come by or made contact with me to get my pool fixed. It is a green swamp 2 feet out my back door. Not the first time this company has done this to me about this pool.
Business response
06/27/2024
Main Street Renewal has reviewed the complaint and will conduct a review of the pool pictures as well as contact the vendor to escalate the repair. The business will monitor this situation until resolved.Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Water pressure was getting low on 6/13/2024. 06/14/2024 there was no running water in the home. I called Main Street and they opened a ticket. 24hours later there is still no water and no response from Main Street. This is illegal to not have running water after 23 hours. This is the second time this happened. First time it took 5 days to correct. 06/15/2024 called 24 hour plumber and paid ***** out of pocket but was told that there was nothing he could do. The well pump probably needs replace and they dont do that. This company should be put out of business as I have read 100s of other complaints the same.Business response
06/26/2024
Main Street Renewal has reviewed the complaint and has attempted contact from the consumer. The business has confirmation from the vendor that the repair was complete, and the business has asked the consumer to confirm completion. The consumer is encouraged to reach back out to the business if they still need assistance.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
No response or action taken regarding HVAC maintenance request placed on 6/5/24 at 12:23pm est. Main Street Renewal has been unresponsive to email, their own text program and phone calls. They have repeatedly lied about requests being processed. They told us twice that 90 degrees+ in the home is not a concern for them. If it is not above 90 outside they will not maintenance HVAC systems. They have told us our claim was escalated 3 times, never occurred. They said they do not have supervisors or access to any management in the company. They will not even have someone call us back. I had to find their contractor and handle scheduling myself. Have 2 people and a pet in home that is unsafe due to excessive heat indoors and outdoors. Expecting HVAC be repaired immediately and expect a pro rated rent for the number of days they have failed to respond or even submit work order for maintenance.Business response
06/21/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the consumer contacted the vendor and the situation was resolved. The business believes there are no further issues at this time.Customer response
06/24/2024
Complaint: 21851552
I am rejecting this response because: They did not contact the consumer that filed, which is me. I am also the primary person on the lease. I had to handle this myself. Was lied to multiple times about service request being "escalated". Was told by 2 different people it does not matter what the in home conditions are, they do not repair a/c unless it is over 90 degrees outdoors. That is simply unacceptable. We were without A/c for 10 days and they did nothing but refuse to assist until I got the local contractor information to handle it myself. Residents had to leave the home for several days as it became 92+ degrees inside and became a health concern. We should be prorated for the 6 days we could not stay in the home. I was told by one of the representatives the request for maintenance had never even been submitted in the first 9 days we waited, despite being told multiple times it had been escalated. This is a large scale rental company that is operating at close to slum lord level and should be liable for the poor response and conditions they allowed in the rental property.
Regards,
***********************Business response
07/08/2024
Main Street Renewal has reviewed the rejection and sees the request for concession has been submitted. Concession requests take up to 30 days to review, and the business will be in contact with the consumer regarding its findings when completed.Customer response
07/11/2024
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
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I viewed the Mainstreet house mid-April because my move in date was 5/11/24. I took pictures of what needed to be repaired. I wasnt given the opportunity to view the home again after my mid April review. May 11, when I moved in none of the repairs that I previously submitted were done. Today June 15, I am being told that the fence will not be pressure washed because the house was moved in as is. The house and part of the fence was pressure washed the end of May. Why is it now not going to be finished?Business response
06/21/2024
The business has reviewed the complaint and has approved the power washing request. The business will contact the consumer to schedule the power wash.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've been renting this home since 18 March, but I moved in March 24. My 1st of 5 Tickets was opened on 2 Apr several rooms in the house had no electricity and when I reset the breaker box it sparked. The tech came on 16 Apr said he told the *** a year ago that there were too many circuits on one breaker. He called his *** and recommended an electrician, then left upset without completing any other repairs and the ticket status was changed to complete, then closed. They send a ticket at the end of the day for the next day, or the time received is different than the time the tech receives. The *** ticket system is fault. The Appt was 12-5pm, but at 12pm I received an email stating the appt was at 8am. The electricians disconnected the switch that caused the outage and gave a list of repairs needed. After hearing nothing I noticed that the ticket was closed. I call the office they send the repair was disapproved because it cost too much. I explained this was a safety issue. I am constantly having to reset the power box and I don't like touching them, the house is not grounded, and I am concerned about damage to me electrical items in the house. Both of the tickets were reopened them. I have since call to request a code inspector check the house for safety. I received several last minutes appt. I have requested 24 hours' notice and a 4 hour show time because appts are made at the end of one workday for the next day. The techs are frustrated when the office doesn't communicate that I canceled the appt. I text the tech that took off work a week. He was a no-show. Then they scheduled the appt on the day I was returning to work. On 6/11 at 6pm the sewer started backing up in the toilet and the sink water smelt like sewer. 6/12 I submitted ticket for two toilets. On Friday, 6/14 it is still marked at received; it has not been reviewed. I leave for business trip on Monday for 10 days. There is not telling what I will find when I get back.Business response
06/21/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The consumer has informed the business that they are out of the country, and the repair is now scheduled for 7/1.Initial Complaint
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Main Street renewal is our landlord company. Out Ceiling fell in from a leak on May 13,2024. Multiple maintenance requests have been submitted and still no repair. Rental company just keeps sending maintenance guys out who allegedly put in requests but nothing gets fixed. The ceiling is still caved in with water damage everywhere and there is mold that just keeps growing. Ive tried contacting company through maintenance request, emails, through their app, and phone number but I can only get through to people who they source through other countries. Each time I contact the company they just put in a new maintenance request and another maintenance guy gets sent to our house and says he cant repair it and we need a restoration company and the whole process starts back over. Weve also had a water leak because of this and have been paying almost $200 every month since we moved in to our water company because it has not been fixed. *** requested a supervisor contact multiple times and get no response. I dont know what else to do. I can also provide more detailed information in regards to all phone calls and requests *** sent if needed.Business response
06/27/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the plumbing was repaired and it was the leak that damaged the ceiling. The consumer has requested a copy of past repair to be able to request an adjustment from the water provider, and the business will be sending that documentation to the consumer. The business is currently working on the ** repair and will monitor this work closely until resolved.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I (and three other people) had applied to ************************************** on Monday June 10th. I had been trying to keep in contact with the rental agency. At first, I was having issues with their personal verification such as photos and ID's, and they had asked for pictures of my Social Security Number (as well as the others). We had also given the company $50 each for the application fee. One co-applicant had paid the fee on June 11th around 10:00pm. By the morning of the 12th, at 7:00am to 8:00am, I had received an email that they cancelled the application due to "inactivity" when I had been in contact with them. Another co-applicant had called them that morning and asked why our application was cancelled when we were actively working on it and complained about the $50 fees ($200 total) that we paid for. They said they'd send emails out to their teams to sort this out, but gave no time frame as to when this would be resolved. I had cancelled my application today due to no contact about trying to get the other applicants verified. We had already supplied our bank information, SSNs, and W-2s. I asked them today to remove all of our information from their databases and I was told it would take 3 business days for just the email about it to reach the proper team. I'd text their SMS system, but they wouldn't respond for over an hour until near their closing time. I want me and my co-applicant information, all of it, to be removed from their databases immediately as I value my information and do not trust them with it. We can't remove any information through their site because as soon as the application is cancelled, you can no longer remove or edit any information. Each of us (4) paid $50 each.Business response
06/25/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the consumer cancelled their application on 6/14 and they do not wish to proceed with the company.Customer response
06/26/2024
Complaint: 21849019
I am rejecting this response because:
I have never received a response from Main Street Renewal. I have continued to receive emails regarding the property when I had cancelled the application because they did nothing short than stole money from my co-applicants and I. There has been no communication with the company.
Regards,
*************************Business response
07/01/2024
Main Street Renewal has reviewed the rejection and sees that the company did reach out to the consumer, and the consumer stated that they no longer wanted to work with the company. The email is attached.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid a refundable deposit in April for a house that was supposed to be ready the following Friday. The date was pushed back to the following week for repairs. Then, pushed back another week after that. I decided to request my deposit back and was told I would receive it within 30 days. The 30-day **** came, no deposit. I reached out and stated it was mailed out last week. The following week came, still no deposit. I asked if I could come pick up the check. I was told they can only be mailed. Another week passed by, no deposit. I reached out again and was told to give it another week. Waiting an additional two weeks no deposit. I told them I was told I should have my deposit back within 30 days. Keep in mind this is almost 3k! **** said she spoke with the accounting department and they said if I don't receive my deposit by next week, she will recut it and send me tracking for shipping. Guess what, never received deposit, tracking, or anything else. Now my emails are being ignored and its almost July! STILL NO DEPOSIT!Business response
06/21/2024
Main Street Renewal has reviewed the complaint and sees that the check was re-issued and sent overnight through ****** The consumer should have received that check, and the business believes there are no further issues at this time.Initial Complaint
06/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I recently moved out of the property May 31st and the inspection was completed June 3rd according to the inspector. Ive called multiple times to get a move out statement so that Im aware of how much of my security deposit Id be receiving back.I know 2 rooms may need the carpet cleaned but Georgia law states Im supposed to Have my deposit back within 30 days of moving out and with their history as a tenant were halfway through the month and a statement has yet to be provided. When Im calling I keep being told the security deposit department will email or call and they havent yet.Business response
06/14/2024
Main Street Renewal has reviewed the complaint and has been in contact with the consumer. The business sees that the consumer recently moved out, and the business has thirty days to conduct the move-out process. The business will continue conducting the move-out process over the next few weeks.Customer response
06/17/2024
Complaint: 21843427
I am rejecting this response because:As I stated previously by law Im supposed to have received my deposit back within 30 days. Ive been by the property because mail still goes there periodically. Theyve cut the grass and done other work and when I called to inquire about a move out statement at least, its as if they wanted to force me to understand that they have 30 days to provide me a statement and that is not the law.
It is true that I was contacted by this individual and when inquiring again on when a statement would be ready for me to review because I didnt want random charges on there in an attempt to keep my deposit its an aggressive dismissive tone. I left the place clean outside of carpet cleaning and normal wear and tear. I was a tenant and they werent the most professional so when I continued to call and ask and received the run around and rude emails here we are. All I want is concrete answers. If they took $299 out for carpet cleaning, as an example, deduct it and lets move on. I left maybe 3 small items that fit on the back of the small company truck so my uneasiness is that theyre trying to upcharge and make up things and thats whats taking so long. Turnkey is what property management companies do so I dont understand whats taking so long if Im scheduled to have a check thats dated by the 28th actually because the 30th is a Sunday.
Regards,
***********************Business response
06/19/2024
The business has reviewed the rejection and reiterates that the consumer moved out on 5/31. The business has 30 days to process the move-out which includes a move-out statement and a check issuance. The business will process the move-out within that time period.Customer response
06/20/2024
Complaint: 21843427
I am rejecting this response because honestly the company is playing games and sending the general nonchalant statement at this point and doesnt want to commit to a deadline. If they were attempting to handle it professionally someone wouldve contacted me by now.I stand on if the check is scheduled to be mailed by next week a statement should be more than ready by now. I feel they are trying to stall to manipulate charges and thats why I want to see any deductions prior to the check being mailed.
Regards,
***********************Business response
07/08/2024
Main Street Renewal has reviewed the rejection and sees that a check in full was mailed six days ago. The consumer is encouraged to reach back out to their point of contact in the company if they have not received within a week.Customer response
07/10/2024
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 contingent upon receipt of the check.
Regards,
***********************
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Customer Complaints Summary
1,915 total complaints in the last 3 years.
675 complaints closed in the last 12 months.