Information and Alerts

Pattern of Complaints

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 alleged unreasonable delays in services, customer service issues, and contract issues. 



As of March 2025, BBB conducted a follow-up pattern of complaints investigation and concluded that the pattern previously noted persists.  



For more details regarding disputes received by BBB, please visit the complaints tab of this business's BBB Business Profile. 



For more details, please see the Investigation of Business Practices alert on this business's BBB Business Profile. 

Alert 1

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. 

As of March 2025, BBB conducted a follow-up pattern of complaints investigation and concluded that the pattern previously noted persists.  

Despite responses and procedural adjustments, the business continues to generate recurring consumer concerns reflecting a pattern of poor service, communication breakdowns, and operational inconsistency. Customer allegations include:
1.Security Deposit Issues
a.Repeated allegations of delayed or denied deposit returns.
b.Complaints even when lease-end obligations were met.
2.Lack of Application Follow-Up
a.Reports of no status updates after fee payment.
b.Customers felt misled or ignored during leasing process.
3.Maintenance Negligence
a.Service requests delayed, ignored, or deemed “closed” without resolution.
b.Emergency repairs not prioritized or handled correctly.
4.Property Condition Misrepresentation
a.Tenants move into homes with major unresolved issues (mold, pests, HVAC).
b.Properties advertised as move-in ready do not meet basic habitability.
5.Inaccessible or Ineffective Support
a.Resident Care Team communication breakdown.
b.Concerns not documented, tracked, or escalated effectively.

In March 2023, MSR responded with the following overview of changes MSR implemented to address the 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.
“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.

As a result of the March 2025 Investigation findings, BBB submitted a written request to the company seeking additional information, including how they intend to address the continuing pattern identified within consumer complaints and customer review data.

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

Alert 2

BBB has
received information that this business’s name and/or property listings are
being used by scammers. Unaffiliated individuals may be taking property
listings from Main Street Renewals website and luring consumers to submit
applications and/or security deposits for their private use. Consumers should
be aware that official applications, lease agreements, and/or payments for
properties managed by Main Street Renewal will be conducted only by authorized
Main Street Renewal employees with appropriate business domain emails (@mainstreetrenewal.com) and they will not communicate with private
email providers such as a Gmail account. In addition, Main Street Renewal does
not currently use apps such as Zelle, CashApp, Venmo, etc. to accept funds.
More information on how to determine if an ad is real can be found here:
 Avoid Home Rental Scams by Knowing What to Look For | MainStreet Renewal | Main Street Renewal (msrenewal.com)
  
 If
a consumer has been presented with a rental scam, they are encouraged to do the
following:
 1)
Report the scam to local law enforcement
 2)
Report the scam to BBB using BBB Scam Tracker (https://www.bbb.org/scamtracker) 
 3)
Inform the website where you found the fraudulent ad
 4)
Inform Main Street Renewal by navigating to their website and submitting a
“Contact Us” form at Contact Us | Main Street Renewal (msrenewal.com)
  
 Consumers can learn more about how to spot and
protect themselves from rental scams using the link below:
 https://www.bbb.org/all/scamstudies/is_that_rental_listing_real_scam