ComplaintsforHomeRiver Group

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I pay for a service ever month that is supposed to provide air filters. They are supposed to be automatically delivered. Ive been here 6 months and I have not received one. The air filter is so bad and the dust is heavy here ** of the dirt road. I have contacted them and they direct me to someone else and I get no response.

  

  Business response

  04/12/2024

  We can confirm the successful resolution of the filter subscription/credit that was recently brought to our attention. Should you require any further assistance or have additional concerns, please do not hesitate to reach out to me directly. Thank you once again for the opportunity to resolve this matter to your satisfaction.

  Customer response

  04/16/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 30,2024 the owner of the properties decided to go on a shooting spree for someone trespassing a house across the street. What he failed to realize is that he shot our house from across the street and almost killed me. I immediately left the property as we did not feel safe I understand regardless of what happened I am responsible for rent for 60 days of notice to vacate. What I do not agree with is being charged an early termination fee equal to 2 months of rent for something the owner did. I am now having to seek counseling for myself and my family because of this tradgedy.

  

  Business response

  04/09/2024

  Due to pending legal action we would like to reserve our right to provide details/facts related to this matter.

  Customer response

  04/15/2024

   
  Complaint: 21538285
  
  I am rejecting this response because:
  HomeRiver has not reached out to me to get this resolved. 
  Sincerely,
  
  *****************************

  

  Business response

  04/17/2024

  After careful consideration of your situation, we have decided not to impose an early termination fee or charge you through the lease end date. However, in accordance with the terms of your lease agreement, we will implement the required 45-day notice period. As a result, you will be responsible for rent payments through May 17th, 2024.
  We understand that this decision may impact your plans, and we want to assure you that we are committed to facilitating a smooth transition for you during this time. Should you have any further questions or require assistance, please do not hesitate to contact us.
  Thank you for your understanding and cooperation in this matter. We appreciate your residency and wish you the best.

  Customer response

  04/18/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Sunday March 25th I signed a lease electronically and I paid a "security deposit" of $2097.75 to Home river group management through an account so that I could rent a house from them (**************************************************************) they gave me directions on how to pay the money through a "CheckFree pay" account at ******* with the receiver acct# ending in 5030 and a reference# ***********. I was supposed to move into the property on 3/29/24, 4 days after paying the security deposit. On the morning of 3/29 i got a call from Home River Group saying that the property had been "sold" and that they would get my money back to me as soon as possible. I have not heard anything from any one. I have called multiple times to man different numbers on their website and even talked to someone through a live chat and still have not gotten my money back. Home river group has a website as well as they advertise on 3rd party rental sites such as Zillow ( where i found them) or trulia.

  

  Business response

  04/04/2024

  On 4/3/24 a full refund has been issued in the form of a check and mailed to the tenant, she has been provided with the tracking information so that she is able to track the progress throughout the delivery process.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my boyfriend rented an apartment from the Home River group in August of 2023. In November of 2023, we split and had to end our lease early. We paid all associated fees for the early termination on time. We initially paid a security deposit of $1425. Upon us leaving the apartment, we left it as the same condition it was when moving in, we were only there for about 4 months and I can provide before and after pictures. By ***** State Law, they have 30 days to provide us with our refund from our security deposit and it is their responsibility to get the new forwarding address if they don't have it. I assumed they had our forwarding address since it was the same address we had before moving in. It has been approximately 40 days and they have not provided me with the refund and the deposition of the condition of the apartment. They did advise me via email that the refund amount will be $463, and when asked she refused to provide me with a reason why. In summary, they have not provided me with the refunded security deposit that is required to give back in 30 days, they have not provided me with a reason why they will not give me a full refund, and when asked to met with them they have not responded. I hope to resolve this without going through the court system, so your assistance would be greatly appreciated.

  

  Business response

  03/26/2024

  Unfortunately we had no forwarding address provided to us by the past tenant prior to the move out disposition being mailed out. 
  As a courtesy we did send out the deposit disposition with a refund check to the last known address of *************** H102.  We have not received that returned to us from the postal service as of today.  
  According to our lease agreement, we are not responsible for a return of deposit if a forwarding address is not provided by the tenant; 

  
  If the past tenant would like to provide a forwarding address, I will verify the check has not been cashed and then request a replacement be sent to that forwarding address.
  Thank you 

  Customer response

  03/26/2024

   
  Complaint: 21472888
  
  I am rejecting this response because:
  *********************, the property manager, contacted me regarding the dispute and we are working together on that. When it is resolved I will accept the response.
  Sincerely,
  
  ***************************

  

  Business response

  04/02/2024

  Unfortunately we had no forwarding address provided to us by the past tenant prior to the move out disposition being mailed out. 
  As a courtesy we did send out the deposit disposition with a refund check to the last known address of *********************  We have not received that returned to us from the postal service as of today.  
  According to our lease agreement, we are not responsible for a return of deposit if a forwarding address is not provided by the tenant; 
  
  If the past tenant would like to provide a forwarding address, I will verify the check has not been cashed and then request a replacement be sent to that forwarding address.
  Thank you 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We applied for a property on ***** 18th, 2024. On March 19th around 9am, we received a phone call that said we were approved. After calling back, we connected with a different rep. that said it was a mistake and they needed another document from one applicant. That document was sent by 6pm that day. Around 8 am on March 20th, we received a message from someone on their end that they decided to cancel our application (without reviewing it) because they think that "the timing may not be right" since it took less than 24 hours to respond with the document. I want to reiterate that they did receive the document. Them canceling (not denying) an application this quickly without reviewing it makes it seem like the listing is fake and they are only trying to collect money from applications that they never send through credit and background checks. I want my co-applicants and I to receive a $60 refund each, plus the $25 for pet screening. The application does state that the fees are non-refundable even if the application is denied, however our application was not denied it was just canceled without our consent in less than 24 hours of requesting a secondary document.

  

  Business response

  03/25/2024

  We assisted the applicant throughout the application process. We were contacted by the applicant on March 20th at 2:56pm stating: "After reviewing our options, we have decided to not move forward with signing this lease. Thank you for considering us and we appreciate the time you all took in working with us" .We also received a note that the reason they declined was, "We decided to move forward with another option". Per the terms of the application, there will not be a refund of application fees.

  Customer response

  03/26/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I approached my representative for Homeriver group (*********************************, the property manager) about potentially breaking my lease in early November. She stated that I would have to pay a penalty of two months rent in order to break my lease, and give 60 days notice. She also sent me information that I would have to pay the 2 month penalty immediately (See paragraph 27 on page 11 of the lease). On 11/14/2023, I sent her an email giving my official 60 days notice. On 11/27/2023, I asked ********* when I would pay the penalty, and if it would post to my portal. She stated that she would check with accounting, but never got back to me. During the week of December 24, 2023, staff from home River Group messaged me asking when I was planning to move out (even though agreed to stay till 12/15). They also asked me if they could put a key lock box on my door, and I agreed. On ******* 1st, I cleaned up the apartment, packed up the last of my things, and drove to my new house. In addition, I paid a full months rent for ******* despite the fact that I was only supposed to be there until ******* 14, and I continued paying for electricity there until ******* 14. Since, I was never charged for vacating, and since I did not receive a security deposit back, I assumed they Homeriver had accepted those things as the penalty.On 2/10/2024, I received a bill for $4848.29 for my apartments (including a payment for my security deposit, which they held). The charges included "Accelerated rent from 2/1/2024-6/5/2024, " and a "Reletting Fee".I called Hanilore the day of, and she said she wouldn't be able to get to it till next week. I followed up by phone twice, and left her a voicemail. However, the bill states that they will turn me over to the ***************** or collections after 10 days.

  

  Business response

  04/03/2024

  We have investigated this matter, reviewed the lease, the tenant ledger and the special arrangement made by the owner with regard to the early termination of the lease agreement.   The tenant's ledger has been corrected and the remaining balance owed by the tenant has been paid in full.  We are happy that we could work together to resolve this matter. 

  Customer response

  04/04/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner and I recently moved out of one of homeriver groups property in ************, **. Homeriver group took over our lease through KCCRM in the middle of last year. We were never provided a new lease with this company or in proper instructions of what their requirements were for move out day. We have tried to contact our property manager ****** Eddigton as well as the Regional manager ******************************* who continues to delay our deposit. We have been out of this property since Febuary 11th of 2024 and here it is today March 18th of 2024 with no confirmation of deposit being sent out. We have reached out to our old rental property that homeriver took over and we even had them send out our move in report to make sure they did not charge us for certain items that were already in the shape they were in prior to move in. They have been giving us days for this to be resolved and everyday it is pushed back further and further.

  

  Business response

  04/02/2024

  Hello

  We have reached out to the tenant and have resolved the issue, and refunded the tenant the overcharged amount and refunded the deposit in full. We have also spoke with the tenant and they have are expressed that they were satisfied. 

   

  Thank you. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I notified Home River Group that I was going to vacant the property and followed their instructions to give them 30 day notice. I gave them the 30-day notice and they accepted the notice. Furthermore, I vacated the property in June 2023. They reported an eviction on my credit report, and the y kept all the security deposit. Also, they are billing me $700 to repaint the house. I provide them with a picture of the house, and it was better than when they gave me the keys.

  

  Business response

  03/27/2024

  We hope this message finds you well.
  
  We wanted to address the concerns you've raised regarding your departure from the property at *************************************************. Your feedback is important to **, and we appreciate you bringing these matters to our attention.
  
  Upon reviewing the details you've provided, it appears that you vacated the property on 6/26/23 per your notice to vacate. We show that as of 6/6/23, June rent had not been paid. A 3-day notice was sent to you notifying you to pay the balance or return possession of the premises. After the expiration of the notice period, an eviction was filled due to non-payment. We have attached a copy of the 3 days notice and lease agreement for your review.
  
  
  After reviewing the move-in report and comparing it to the condition of the property upon move-out, including the evidence you provided, it has been determined that the painting charges are accurate. We appreciate your understanding in this matter.
  
  Thank you,

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have had problems with our lease agreement, incorrect invoice statements, on going incorrect ledger, wrongful eviction action with 0.00 balance due, false charges on our ledger, harassment by email, non responsiveness to emails and or phone calls since June 2023, Home River consistently passing the problem off to different departments with no resolution. We had to hire a lawyer to have our wrongful eviction dismissed and have an addendum written to our lease agreement because of Home Rivers mistakes. Despite this we continue to be wrongfully charged with made up fees on our ledger and another phone call threatening eviction if we *** not pay these made up fees. The company is not abiding by the court documents and new lease addendum agreed upon by Home River. We have been unable to find resolution through dozens of requests to remove these charges and stop the harassment.

  

  Business response

  03/15/2024

  Good Afternoon,
  
  We are writing to express our deepest apologies for the significant challenges you have faced during your tenancy with Home River Group. Your recent complaint has brought to light several issues that have understandably caused frustration and inconvenience, and we want to assure you that addressing your concerns is our utmost priority.
  
  First and foremost, we apologize for the discrepancies and errors in your lease agreement, invoice statements, and ledger accuracy. Your experience with the wrongful eviction action is deeply regrettable, and we take full responsibility for any distress this has caused you.
  
  We acknowledge that recent departmental transitions and staffing changes within HRG have contributed to breakdowns in communication and delays in resolving your concerns. Please accept our sincerest apologies for any inconvenience this has caused. We understand the importance of clear and timely communication, especially during times of transition, and we are committed to improving our internal processes to prevent similar issues in the future.
  
  Upon thorough review and discussion with our team, we have confirmed that an agreement was reached regarding the outstanding balance. A payment has been promptly issued to settle the account, and we have instructed our team not to pursue further collection efforts as per the agreed-upon resolution.
  
  We understand that regaining your trust as a valued tenant will require more than just resolving the immediate issues. We are committed to ensuring that your future experience with HRG is nothing short of exceptional. Your satisfaction is paramount to us, and we are dedicated to making the necessary changes to prevent similar issues from arising in the future.
  
  We genuinely appreciate your patience and understanding as we work to rectify these issues and rebuild our relationship with you. Should you have any further questions or concerns, please do not hesitate to reach out to us directly. Your feedback is invaluable to us, and we are committed to making things right.
  
  Thank you for bringing these matters to our attention.
  
  Warm regards,

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home from Home River in May of 2023. There was a tenant in the home. Home river collected rent after we purchased. 9 months and repeated requests later, They have still not remitted the rent. Bordering on criminal behavior.

  

  Business response

  03/22/2024

  Hello,  

  We have reach out to the owner directly to resolve this situation and the owner should have received their check yesterday. 

*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. ↩