ComplaintsforMain Street Renewal LLC

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented from Main Street Renewal for 3 years. From 7/11/21 to 7/11/24. I was notified that they would not be renewing my lease this year as they intended to sell the property. I followed all instructions, guidelines, etc. in the move-out process. My lease states that Main Street will contact me and a representative will complete a Pre- Move-Out Inspection with me at least two weeks before my move-out date so that I can be made aware of any repairs needed. I tried contacting them numerous times but they never responded. I finally received an email saying they were currently short-staffed and would not be able to complete the pre-move-out inspection but that they would note in my account that I was available to do so. I had the house professionally cleaned and had a professional repair any minor damages that I had made. My contract also states that my security deposit "will be returned per the laws in (your) state". Per Floirda Law my security deposit was to be returned within 15 days of vacating the house. It also states that they had 30 days from the date of move-out to notify me of any damages that would be charged to my security deposit. It has now been 50 days since I vacated the house and Main Street has not done an inspection, has not notified me of any charges of which there shouldn't be any, and has not returned my security deposit. I have tried numerous times to contact them to find out when my security deposit will be returned and have not been able to talk to a human being. My messages and emails haven't been responded to. As Main Street Renewal is in direct violation of both my contract with them and Florida State law, I expect a full refund of my security deposit as well as the $100 application fee that both I and my co-applicant paid when trying to rent another property from them. The application fee was supposed to be refunded to me as promised in the letter that the company sent me trying to entice me to continue renting from them.

  

  Business response

  09/06/2024

  Thank you for bringing this matter to our attention. We have opened an escalation to thoroughly review the issues you've raised and will follow up with you once our review is complete. We appreciate your patience while we investigate and work toward a resolution. Thank you for your understanding.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  on 4.29.24 Mainstreet Renewal sent a letter that they were not renewing our lease due to the house we were leasing being sold by the investors. Options were provided one of which was transfering to another Mainstreet Renewal Property. We chose this options and began the process in May 2024. Contained in the letter of Non Renewal was a moving credit of $250 to be credited to us with the First and second full months lease payment. I have made several requests to Mainstreet Renewal regarding this credit with no response to the issue. Another request was made today 8.29.24. We are upon the third month of lease payment for the property with no resolution. we are just asking that this moving credit be honored.

  

  Business response

  09/06/2024

  We apologize for the inconvenience and confirm that an escalation has been opened to review your concerns. A representative has already contacted you, and we will closely monitor the situation to ensure a prompt resolution.
  Thank you for your understanding, and we appreciate your patience as we work through this matter.

  Customer response

  09/09/2024

  Complaint: 22216479
  
  I am rejecting this response because: I have been waiting for this matter to be resolved since 7.28.24.  Yes, someone did leave me a voice mail need to additional time to complete this review on 9.6.24.  On 7.29.24 someone responded to my request for a resolution with this:   "We would like to inform you that your request has been allocated to one of our specialists. We will reach out to you within the next 72 hours with either an update or resolution."  I did not hear back and as of 9.9.24 the matter is still unresolved with the Mainstreet Renewal still telling me you need more time. It has been 42 days. Thank you.
  
  Regards,
  
  ***** ****

  

  Business response

  09/27/2024

  We sincerely apologize for any inconvenience this may have caused you. We believe the credit issue has now been resolved, and one of our agents has reached out to inform you of this update. Thank you for your patience as we addressed the matter. Should you have any further questions or require additional assistance, please feel free to contact us. Your satisfaction is important to us, and we are here to assist you.

  Customer response

  10/01/2024

  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

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** stopped working in rental home on 8/27/24. Work order was opened on that date. Between 8/27/24 and 8/29/24 work order for HVAC was not reviewed despite 6 outside temperatures being near 100 degrees. 1st call was on 8/27/24 at approximately 7:30pm. Follow up call was made on 8/28/24 at 9:28am and I was told there was nothing that could be done until the maintenance department reviewed the work order and dispatched a technician. Next call was at 2:41pm with same response from Main Street Renewal call center staff. Next call was on 8/29/24 at 7:22am and I was told that work order was still being reviewed and someone would be dispatched to look at HVAC. During this time, the resident portal was not updated to reflect that work order was being reviewed. Next call was at 2:11pm on 8/29/24 and agent from Main Street Renewal hung up on me. We are almost 48 hours from submitting a work order for HVAC not cooling and have yet to receive any response from Main Street Renewal staff as to when someone will be dispatched to look at our HVAC unit.

  

  Business response

  09/06/2024

  We apologize for the inconvenience caused by the ** repair issues. An escalation was opened to monitor the situation, and we see that the service appointment has been completed. We understand that the matter has now been resolved.  Thank you for your patience, and we appreciate you as a valued resident.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been locked out of our home by the smart lock on our front door since Friday, August *******. I have contacted Main Street multiple times and have received nothing but someone saying they will make a request and i should hear something soon. I have still NOT heard anything from anyone and it has almost been a week. Me, my roommate & 3 kids have been staying in a hotel with none of our belongings because we have 0 access to the house. We have a current lease and it is not up until Feb 2025 and we cant get a response from ANYONE. On top of this,Monday we were contacted by our water department that our house was sold and that the new buyers are trying to transfer the water into their name and out of ours. We have gotten NO notice that our house we are supposed to be renting until Feb *************************** that it had been sold. Now we are out of money for a hotel that we have had to be in since Friday and possibly needing to move due to the house being sold without us knowing. To top it all off, i logged into my portal and saw my complaint was resolved when nobody has called and spoke to me about the issues. We are paying 2000$ in rent a month for a house we can not access. So now we are spending 180$/night at a hotel with 0 of our belongings. We havent been contacted and can not get a live person that lives within the area to help us. Instead we are answered by someone who doesnt speak English and doesnt understand anything. They tell us they escalated the problem and we still havent gotten a response. When i called today I was told I have no active lease under my name now. When we havent received anything. I have left multiple requests in the portal now with 0 response.

  

  Business response

  09/18/2024

  Thank you for your feedback regarding access to your home. We have taken care of the issue, and you now have full access. We appreciate your patience and are here to help if you have any further concerns.
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/23/24 I applied for a home and was promised the opportunity to tour within ***** hours of applying for the home. Also was told I would need to allow up to 5 bus days to have my application reviewed. The next day my application was denied without ever being able to view the property and they are saying it is non refundable. They also advised me to apply for a second property and the second one has the chance of being refundable after I emailed them expressing my disinterest in doing anymore business with them. So they first refuse refunding then try to push more business on me. Before this situation I had another negative experience where I went to tour a property of theirs after they changed the price on Zillow for it and when I got there I could not get in. I could not get in since the serial number lock was broken which when I called while there they said a work order is in to fix it in 6 days. So if it had a work order then it should not be available to tour as a good business would do, since they are not that happened.

  

  Business response

  09/06/2024

  We have reviewed your account, and the application process was properly followed. We apologize that you were not satisfied with the experience. As outlined in the lease application process, the procedures were followed correctly. We are offering to refund any future application fees should you apply for another available property.
  Thank you for your understanding.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue #1 - There was a maintenance request put in April 2024 to replace the basement patio door. A vendor came out and after 3 months of following up all of a sudden there was a glitch is Main Street's system and all the work orders disappeared. A second vendor came out July 2024 and Mainstreet has denied their bid and the door still needs to be replaced. It does not lock properly so it is not secure and it is not sealed properly and bugs get into the residence. I have had to have ***** out here every other month for bug treatment.Issue #2 - I signed a 2 year lease and upon moving in I asked to be placed back on a 1 year lease because of the condition of the house and nobody ever responded.Issue #3 - House was not clean upon moving in. Several openings for bugs to enter. Shortage in master bedroom wiring for light switch. Old carpet; appliances. Vents congested causing heating/cooling issues for entire portion of 3rd level. Basement patio deck was removed and was never replaced; nothing but dirt - no grass and eye soar.

  

  Business response

  09/05/2024

  We apologize for the issues youve experienced with your home. An escalation has been opened, and a Resident Resolution Specialist will be reaching out to assist with your concerns. Regarding the basement patio door, we confirmed that the initial vendor's bid was denied, and we are actively working toward a solution. As shown in the text message, you were advised to enter a work order for the latch issue, and we kindly ask that you submit this through your resident portal.. Thank you for your patience as we work to resolve these matters.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been attempting to get our **** unit fixed since May 27th; we have had to open a total of 5 maintenance tickets and had multiple visits from technicians from both Mainstreet and B&L Heating and Air, some completing jobs, some attempting jobs, and some just assessing. I cannot count the number of phone calls I have had to try to get these issues resolved. Long story short, Mainstreet only allows for "partial jobs" to be approved in hopes of patching the problems, but when B&L placed bids for unit replacement, Mainstreet told us they "approved it" and closed the work order with no work being performed, and B&L states they have no record of any approval. The 3rd bid from B&L was placed for the total replacement of **** to Mainstreet and is awaiting approval. Our **** has been improperly functioning, causing the home to be nearly 80 degrees, running constantly, causing our electric bill to be upwards of $400, which is almost two times as high as the average for homes our size in the area. The unit also directly leaks water onto exposed electrical wiring inside the furnace, causing a fire hazard and a rusted heat pump. The amount of time, money, and effort being spent by the resident side to attempt to get this issue resolved while not being able to speak to someone and get direct, honest answers while being a reliable tenant for the last three months is unacceptable. The **** needs to be replaced immediately, and a rental credit for the trouble should be given to us as reimbursement for the electrical charge overages.

  

  Business response

  09/04/2024

  We sincerely apologize for the inconvenience you experienced due to the ** repairs. Please know that **** opened an escalation on your behalf, and a dedicated Resident Resolution Specialist is currently working with you on a credit review. We also want to confirm that the necessary ** repairs have been completed.
  We truly value you as a resident and are committed to ensuring your satisfaction. Thank you for your patience as we work through this matter together.

  Customer response

  09/05/2024

  Complaint: 22202638
  
  I am rejecting this response because: When the portal escalation was opened it seemed as if we were talking with a computer robot who did not understand our requests. They stated they were opening a case # for us to request refund for utilities but did not do that, instead told us to We also ask that you reach out to your provider to seek an adjustment for the overages or to get on a payment plan to avoid any interruptions with service which has nothing to do with them. Then we stated we were also requesting a courtesy refund due to Mainstreet taking so long to resolve this issue and the bot responded Thank you for confirming. I'm glad we were able to solve your issue(s) and then stated they were closing the escalation and chat, and did. So no issue was resolved other than the **** being fixed after 3 months finally.
  
  Regards,
  
  ****** ****

  

  Business response

  09/13/2024

  We sincerely apologize for the negative experience you've had and for any frustration caused during the escalation process. Please know that we currently have a credit review open to assess your request, and our Resident Support Specialist will be available to answer any questions you may have about the documentation needed to move forward.
  Its important to note that a previous credit request was closed because we did not receive the necessary documentation from you. We want to ensure your concerns are fully addressed, and were here to assist you with any further steps.
  Thank you for your patience, and we regret the inconvenience you experienced. 

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was looking for a rental house and saw a listing by Main Street Renewal on August 22, 2024. I toured the house, liked it, and immediately proceeded with an application to rent it. When I called the main street renewal phone number *************), the automated voice told me the house was available for rent. I then submitted my application the same day at 4:22 PM CST. Me and my co-applicant paid $50 each, totaling $100.The next morning (August 23, 2024, at 10:44 AM CST), I received an email saying that the house was no longer available, although it was still listed as available on their website. I got confused, so I called customer support, and they simply said the house was already leased to someone else and no longer available. When I inquired for a refund, they informed me that I would not be receiving one; however, I could use the application fee toward any other home that Main Street Renewal had advertised. Shortly after my phone call, they removed the listing from their website. I wanted to lease that specific house and not other houses from their listing, so I emailed and called them to ask for a refund again, but they said they could not give me a refund due to their policy.They used the listing as bait for the application fee, even though I met all the qualifying criteria based on their website description. If someone had already signed the lease for this house, I should not be paying the application fee. My application was not even reviewed. From the time I applied to the time they said it was not available, it was only about 18 hours, which included overnight. It felt like they listed the house just to get the application fee. It seems like they were just collecting application fees from people using that house. I would like to get my money back, plus nobody should be cheated this way.

  

  Business response

  09/05/2024

  We sincerely apologize for the negative experience you had during the application process. After reviewing your account, we understand that there was high demand for the property you applied for, and we regret that this affected your experience. We also see that you chose not to apply for another property. To resolve this matter, we will be refunding your application fees. We hope this addresses your concerns, and we appreciate your understanding. If theres anything further we can assist you with, please dont hesitate to reach out. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.

  Customer response

  09/11/2024

  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. I will be waiting for the refund from MainStreet Renewal.

   

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

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a house from Main Street Renewal. I moved out in March knowing I needed to continue to pay until July when my lease was up. In June I received a letter showing a balance of ******. A check was sent to them a few days prior to this letter being sent to me for the total rent of *******. I have now contacted the business 10 different times about my reimbursement and have yet to be contacted. Which this would be considered theft.

  

  Business response

  09/03/2024

  Thank you for bringing your concerns to our attention. We want to let you know that we have opened an escalation to thoroughly review the matter and provide you with a detailed response. Please rest assured that we take your concerns very seriously and are committed to ensuring everything is processed correctly.
  Our team is working diligently to address your issue and will provide a comprehensive update as soon as possible. We appreciate your patience and understanding as we work to resolve this for you.

  Customer response

  09/03/2024

  Complaint: 22196574
  
  I am rejecting this response because: they hade stated several times that they are looking into this matter on the phone and through email and they have yet to follow up. I am seeking my reimbursement for over payment and want this resolved, 
  
  Regards,
  
  ****** *****

  

  Business response

  09/12/2024

  We sincerely apologize for any confusion regarding your account balance. After thoroughly reviewing your account, we note that multiple representatives have previously discussed and reviewed the balance with you. Additionally, a manager has reached out to you directly to discuss the matter and provide more detailed information about the payments, which has also been attached to this complaint for your reference.  We are more than happy to speak with you to clarify any further questions or concerns you may have. However, at this time, we believe no additional actions are necessary and kindly recommend that this complaint be closed.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern I am filing this complaint due to the lack of communication and urgency regarding this matter. May 2023 I signed my lease with this company the June,August,September October and November my water pipes burst in the front year causing over ****** gallons of water to be wasted. Each time I went for several days with out water and to add I have 4 children in my home one who had special needs so going with out water is not okay. Not only did this company drag their feet when coming to make the necessary repairs the water company charged me a substantial amount for those issues which is out of my control I do not own this property I just rent. Once been struggling to keep up with my rent because I have to pay outrageous amounts to water company to keep water on. This matter was not addressed properly there were no accommodations made or put in place. Here it is a new year and the pipes burst again. The water is coming out like a fire hydrant since Friday 8.23.24-to now Monday 8.26.24 I havent heard from anyone and this is a safety issues an emergency this is ridiculous and Im expected to pay rent on the first ! This is not okay to treat tenants this way Ive been having so many unresolved issue with this company and its costing me a lot to maintain when these issues are not my responsibility its the landlord!

  

  Business response

  09/03/2024

  We wanted to confirm that we have contacted you and verified that the plumbing repairs have been completed and the leak has been fixed. We are committed to ensuring everything is in order for you.  We will be requesting your utility bills for review. This will help us determine if any adjustments need to be made.
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We are here to support you and ensure your satisfaction.

  Customer response

  09/03/2024

  Complaint: 22195318
  
  I am rejecting this response because: this issue is not resolved. Although the pipes are patched they are not replaced! Having the maintenance team come after days of no water and months after months of the same thing happening with the pipes the company should be willing to replace them instead of putting a band aid over it! The maintenance guy who came to patch pipes is the same guy that fixed pipes last 3 or 4 times and he said him self that every request hes put in for the pipes to be completely replaced has been denied. Thats outrageous its costing me hundreds of dollars with the water company the pipes being backed up is creating mold which is hazardous and can be a life threatening issue for my sick children in the home. Two of my children have very serious medical conditions and its crucial that we have running water and a mold free home! Ive been trying to get this issue resolved since June 2023 its a shame I have to contact the ** to get some type of resolution. The company also mentioned that theres nothing the can do about the water bill if it hasnt happed in the last 6 months over ***** gallons of water has been wasted from the lawn pipes to the kitchen sink pipes leaking for days with in the last year not including this most recent time. 
  Its very stressful uncomfortable and inconvenient for me and my family and we shouldnt have to live like this 
  Regards,
  
  Kaiyeacha Green

  

  Business response

  09/13/2024

  Thank you for bringing your concerns to our attention. We take resident safety and satisfaction very seriously and want to assure you that we have thoroughly reviewed the issues you reported. As part of this, an escalation was opened to ensure that all aspects of your concerns were addressed.
  Our records confirm that the necessary repairs were completed by a certified vendor, and we have not found any additional open work orders related to your home. Additionally, we initiated a credit review for your account. However, it was closed as we did not receive the required documentation to proceed further.
  We sincerely apologize if this resolution does not meet your expectations. Please know that we are committed to maintaining your home and ensuring your comfort. If you have any further concerns, feel free to reach out, and we will be happy to assist.

*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. ↩