Additional Information for Main Street Renewal LLC

In August 2023, BBB began investigating Main Street Renewals’ business practices. This investigation was prompted by a large volume of complaints and customer reviews received by BBB. Based on an evaluation of the consumer complaints and customer review data, BBB’s file conditions indicate that this business has a pattern of complaints and customer reviews concerning customer service issues and unreasonable delays in response to reported maintenance issues. 
•Consumers allege making numerous attempts to contact management for issues, particularly to submit repair tickets. Unreasonable delays in response to reported maintenance issues (sometimes spanning months) including water leaks, mold, plumbing or sewage leaks, heating/cooling, etc.   
•They report no response to multiple emails or phone calls and experience difficulty when contacting the business to follow up on issues.
•Customers alleged the portal they are expected to use was often not working.

Below is a detailed overview of recent changes implemented in the last 90 days and planned, addressing identified complaint patterns, and the processes and procedures to improve the resident experience and responses to the issues identified in BBB’s pattern letter.  
 
MSR’s Proprietary Home Repair Dispatching Service:
Dispatch Improvements: As of March 1st, 2023, MSR has fully deployed technology to 
optimize Field Technician Work Order dispatching to increase the number of work orders completed within a shorter timeframe.
Resulting Improvements: MSR has already realized positive results from the technology enhancements and implementation including:
Percentage of work orders resolved in 5 days or less improved by 25% in 2023.
Increased MSR’s Google Rating from 3.3 to 4.4 in 2023.

“En Route” Function: MSR also recently enabled the “En Route” function so that our residents receive text messages notifying them that a technician is en route to the property. 
Increased Optimization: The technology upgrades tailored to the effective 
management of a high volume of repair work orders. MSR continues to build technology enhancements in vendor work order optimization.
MSR Technicians: MSR completes about 60% of all repairs with in-house technicians. Approximately 40% of work orders do require external vendors and may also require multiple bids to commence work. External vendors are required for structural repairs, roof matters, and some plumbing work and undergo a due diligence process prior to onboarding.  
Further Procedural Changes: The addition of a Customer Success team has also enabled the following procedural changes:    
•MSR has migrated all residents onto MSR’s new and improved Resident Portal from Yardi in early June 2023.
•MSR contact center answers 80% of all calls within one minute. The business reports a decrease in incoming customer service calls by 50% from 2022 to 2023.

BBB will update this profile with any additional information, including any business responses, when it is available.