Complaints

This profile includes complaints for HomeRiver Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HomeRiver Group

  12906 Tampa Oaks Blvd STE 100 Temple Terrace, FL 33637-1154

• 

  HomeRiver Group

  1 Chase Corporate Dr STE 400 Hoover, AL 35244-7001

• 

  HomeRiver Group

  Raleigh Raleigh, NC 27606

• 

  Homeriver Group

  600 W Cermak Rd Unit 2a2 Chicago, IL 60616-2268

• 

  HomeRiver Lake Havasu

  1947 McCulloch Blvd N Ste 102 Lake Havasu City, AZ 86403-5723

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently inquired about a condo for rent in *******, **. I viewed the property with the Property Manager, ***. She was really nice. I had already completed the application last week except for paying the $75 application fee. I wanted to make sure I liked the place first. After viewing the property, I decided to move forward with paying the $75. *** assured me that no one else had applied for the property but myself, and it is a first come first serve basis. As of today, Monday, I had to resubmit my income because they said they couldn't confirm. I am not sure why when I gave them access to all 3 of my bank account to see my income from my employer. Anyway, I sent them the payroll slips they requested along with W2. I receive a response back that said they already have a pending application on this property and refuse to give me my $75 back when I was clearly told its a first come first serve basis and I was told I was first and only applicant. I expect my $75 refunded or I am going to small claims court. I have text messages stating that I was first and only applicant as proof.

  Business Response

  Date: 07/30/2025

  HomeRiver Group appreciates Ms. ********* bringing this matter to our attention. We apologize for any confusion or inconvenience experienced during her application process.
  We processed her refund of the $75 application fee on July 29th 2025.
  We thank Ms. ********* for her patience. 

  Customer Answer

  Date: 07/31/2025

   
  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

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Blue Mountain/Home River Group to manage two of my properties in **************** in July 2021. The failed miserably in managing them despite collecting their cut of the rent. Not once did they visit the properties to check on the condition until I physically traveled to ****************. All the while they collected money from the rent. One of my homes had a destroyed carpet and hole in the wall. The other had a tenant move out and they failed to account for the keys remaining in the moveout despite knowing how many there were at move in. This failure to account for the former damages from the previous tenant and the current one that is moving out has created issues for me as I do not know what liability to assess. Homeriver group ripped me off for years, the only thing they did was run a background check and create leases. Not once did they properly visit the property and ensure proper management. They didnt respond to a tenants request to have the fence fixed. When work orders went in they failed to notify me the owner for approval. I had six property managers in a two years. This business is currently denying any knowledge on how many keys were issued to one of the tenants despite me having the emails and documentation.

  Business Response

  Date: 07/15/2025

  We are writing in response to your BBB complaint regarding the key exchange and property management services.
  
  
  We have thoroughly reviewed all available records and previously mailed you all keys in our possession earlier this year when our management concluded and the security deposit was returned. At that time, you indicated you would be self-managing the property.
  
  
  Regarding your request for records pertaining to key exchanges between residents, we did not receive this information from the previous property management company. Therefore, we are unable to provide details on the number of keys or remote controls issued to your current resident.
  
  
  We understand your frustration, but we have provided all the information and assistance we can. We previously asked you how we could resolve this matter, but we did not receive a response before this complaint was filed.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23572533
  
  I am rejecting this response because:

  You did receive documentation from rent303. On Aug 30, 2021 **** **** emailed your employee ******** ******  at ********************************** a copy of the move in done by the tenants and the lease which detailed the number of keys they were issued, I was ccd on the email. ******** ****** handled the move out of those tenants and which was in February of the following year. She (a HRG employee)  failed to document the moveout and keys. You cannot claim you did not have documentation because I was ccd on the traffic. 

  Second I did your tell your employee ****** ****** on July 7 that I wanted HRG to pay for the keys since they failed to account for it between the Cho move out and Hutzky move in. 

  ****** ****** has refused to answer my email once I told her to read the attachment of rent303 email to them for the hand over. ****** ****** also lied when she said I did not indicate what I wanted HRG to do. I emailed it to her on Jul 7 and I have the receipts. 

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 07/17/2025

  *****, 
  
  
  I sincerely apologize for the oversight regarding the key reimbursement. I was awaiting this specific information to facilitate the resolution of this matter and did not receive a response.
  
  
  If our records inaccurately reflect the accounting for the keys or remotes, we are certainly willing to provide reimbursement. Please provide the necessary documentation for the keys and remotes, and kindly let me know how I may further assist in resolving this issue.
  
  
  I hope this proposed resolution adequately addresses your concerns, and I look forward to your prompt response.
  
  
  ******

• Initial Complaint

  Date:07/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HomeRiver Group Property management is fraudulent, charging fees for renter's benefit packages that don't apply to your unit i.e. air filters for a heat/cooling unit not in your apartment. $50 adds up when it's every month and you can't even use what you're being forced to pay for. They charge you for a notice the day it is sent in the mail, rather than the date the notice is to be in effect. The letter is sent out over a week in advance so you're paying that fee regardless if you make the payment on the date you promised to pay. They will lie to you while making your payment arrangement stating that since the arrangement was made a payment or vacate notice would be avoided. Communication is broken and their supervisors are never available to speak with tenants.

  Business Response

  Date: 07/16/2025

  Thank you for bringing your concerns to our attention. HomeRiver Group takes all resident feedback seriously and is committed to transparency and fairness in our policies and communications.
  The Resident Benefit Package (RBP) and its associated fees are disclosed in detail within the lease agreement and accompanying documentation provided to all residents prior to move-in. We understand that certain features of the package may not apply to every unit, and we are willing to review individual circumstances with residents who feel they have been charged for services that do not pertain to their residence.
  Regarding notices and late fees, our procedures are governed by the terms of the lease agreement and applicable state regulations. Notices are issued in accordance with these requirements, and late fees are assessed as outlined in the signed lease. Promise to Pay arrangements are offered as a courtesy to assist residents but do not override the legal requirements for notice or the assessment of late fees.
  We strive to maintain open lines of communication and regret any instance in which a resident feels unable to reach management. We encourage residents to contact our office directly so that we may address concerns in a timely and effective manner.
  If there are specific charges in dispute, we invite the resident to contact our office so we can review the account in detail and work toward an appropriate resolution.
  Thank you for the opportunity to respond.

• Initial Complaint

  Date:07/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in a rental house managed by HomeRiver Group and per the lease agreement the landscaping is to be managed and maintained by me (the tenant). A portion of the front yard needed grass so I paid to have sod put in at a cost of $600. A few months later the sprinkler system stopped working. I put in a work order and they sent out a maintenance person that determined he could not fix it and that they needed to send a professional to repair. It took them a year to fix the sprinklers even with repeated calls and emails and work orders. As a result of not having sprinklers for a year the sod died so I requested to be reimbursed for their gross negligence in the time it took them to finally send someone to make the repairs. They agreed in an email to reimburse me and asked me to send the invoice so they're accounting department could issue me a reimbursement check in the amount of $600. Weeks/months went by with no check. They said they needed to make sure they did not accidentally send the check to the landlord instead of me. Weeks/Months went by again and when I finally got the regional property manager to respond he said no reimbursement would be given even though they already agreed in writing by email to send me a check for the reimbursement. I have all of the email correspondence still as evidence of their gross negligence and breach of contract by not maintaining their end of the lease contract to provide maintenance repairs in a timely manner resulting in a financial loss to me.

  Business Response

  Date: 07/16/2025

  Per the terms of the lease agreement, lawn maintenance, including watering and upkeep of landscaping, is the residents responsibility, even in instances where maintenance repairs are pending. During this time, we understand the resident chose to independently install new sod for $600 through a personal acquaintance. This was done without prior authorization or approval from our property management team, which is required per the lease for any work for which a resident may later seek reimbursement.
  
  We understand that there may have been some initial confusion regarding the possibility of reimbursement. However, upon further internal review and consultation with employees directly involved in the matter, it was determined that no reimbursement was warranted in this case, as the landscaping replacement was not authorized by HomeRiver Group.
  
  We certainly regret any miscommunication that may have occurred during this process and appreciate the residents efforts in maintaining the property. We remain committed to clear communication with our residents and ensuring that all lease obligations are upheld.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23556161
  
  I am rejecting this response because: The issue is not that I am requesting reimbursement for installing sod. I am demanding reimbursement because it took HomeRiver over a year to get my sprinklers repaired which caused the grass to die. Maintenance repairs being done in a reasonable time is part of the lease agreement of which HomeRiver did not uphold their end of the contractual obligation. The amount of time it took for repair is not just negligent but gross negligence. This has been a repeated issue with HomeRiver. Most recently it took 6 weeks to get my upstairs AC unit repaired. 

  PLEASE SEE ATTACHMENT WITH AN EMAIL SHOWING THEY PREVIOUSLY AGREED TO REIMBURSE ME $600 FOR THE *** THAT DIED! 

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Complaint Against Home River Group for Poor Property Management I am writing to file a formal complaint against Home River Group for their unacceptable property management practices. My experience with them has been fraught with numerous issues, including:1. **Failure to Make Repairs**: Despite repeated requests, critical repairs have not been addressed, leading to further problems.2. **Broken Sprinkler System**: Their broken sprinkler system resulted in multiple $300 water bills, which could have been avoided with timely repairs.3. **Hurricane Repairs**: Repairs from the September 2024 hurricane were not completed until April 2025, causing undue stress and inconvenience.4. **Illegal Vacate Notice**: They posted a vacate notice on my door for an issue caused by their neglect, which is both unprofessional and illegal.5. **Unnotified Change of Property Managers**: Without any notice, they switched property managers, and the new manager, ****** *******, dismissed my concerns, claiming she wouldn't read over 200 case files to catch up. She also inaccurately accused me of not reporting necessary repairs.6. **Refusal to Address Pest Control Bills**: They have ignored my requests regarding unpaid pest control bills.7. **Delayed Return of Security Deposit**: Currently, they are approximately 20 days late in returning my security deposit. I have called daily for updates. They provided a tracking number indicating the package is stuck in transit, yet they refuse to remedy the situation, breaching both the lease and Florida law.I have exhausted all options and now feel compelled to file a claim in small claims court. I strongly advise anyone considering a property managed by Home River Group to think twice. Their management is subpar, and I would not want others to encounter the distress I have faced. Thank you for your attention to this matter.

  Business Response

  Date: 07/14/2025

  Thank you for the opportunity to respond to Ms. Diggs concerns. We take all feedback seriously and strive to provide clear information and fair resolution. Below, we address each of the issues raised:
  
  1. Repairs Sprinkler, Fence, and Hurricane Damage
  Ms. Diggs placed three maintenance requests during her tenancy. The exterior repairs (fence, shed, and sprinkler head) resulted from hurricane damage and were managed directly by the property owner, who retains responsibility for certain maintenance items.
  As a single-family rental management company, HRG relays repair requests to the owner and follows their direction unless it would violate law or statute. For these items, we communicated the tenants concerns and vendor estimates to the owner, who authorized and coordinated repairs. These exterior issues did not affect the habitability of the home.
  2. Interior Repairs Sink Leak & Tub Spout
  HRG coordinated repairs for interior issues reported by Ms. Diggs with a general contractor.
  The kitchen sink leak was promptly addressed and completed with vendor and tenant cooperation.
  The tub spout in the master bath was combined with the sink repair request; while the leak was resolved, the spout repair required a plumber and was noted for repair after the tenant vacated.
  3. Hurricane Repairs Timeline
  The timeline for hurricane-related exterior repairs was influenced by contractor availability and owner management. HRGs role was to communicate and facilitate as much as possible, but ultimate scheduling and completion were under owner control.
  4. Notice to Cure Not a Notice to Vacate
  At no point did HRG issue a notice to vacate. The only notice posted was a standard 7-Day Notice with Opportunity to Cure. This was issued at the owners request due to documented lease violations: failure to clean up after pets (preventing lawn maintenance) and turning off the sprinkler system (leading to lawn damage). This notice provided Ms. Diggs the opportunity to remedy both issues before further action.
  5. Move-Out and Lease Termination
  Ms. Diggs herself gave notice of intent to vacate through our online portal. While her lease was set to end June 14, 2025, the property owner agreed to allow an early move-out on May 31, 2025, waiving any additional rent that would have been owed. This flexibility was a courtesy to Ms. Diggs and is documented in our records.
  6. Change of Property Manager
  HRG is not required to individually notify tenants of property manager changes. However, our dedicated resident coordinator team is available 24/7 as the main point of contact for all tenants, ensuring continuity of service and support. Throughout the tenancy, Ms. Diggs had access to our support team for any questions or concerns, as well as 24 hour access through our maintenance website, Meld.
  7. Pest Control
  Per the lease, pest control is the owners responsibility. When Ms. Diggs notified us of unpaid pest control bills, we relayed this to the owner, who handled payment directly with the vendor. At no point did HRG ignore pest control issues; all communications were promptly sent to the owner for resolution.
  8. Security Deposit
  Ms. Diggs full security deposit was processed and mailed after move-out. When the original check was returned by the postal service, we immediately reissued and resent it. As of July 8, 2025, the deposit has been re-mailed, and Ms. Diggs has been provided tracking information. Any delay was due to mail transit, not refusal to resolve the matter.
  
  Summary
  Exterior repairs were owner-managed; HRG communicated and relayed all requests.
  Interior repairs were handled promptly where within HRGs scope.
  Pest control was the owners responsibility, and notifications were relayed accordingly.
  No notice to vacate was ever issued; only a standard notice to cure lease violations, which was resolved.
  The tenant initiated her own move-out and was released early from her lease as a courtesy by the owner.
  The security deposit was mailed and then re-mailed due to postal return, with tracking provided.
  Resident coordinator support was continuously available.
  We are committed to transparency and resolution. If Ms. Diggs has any further questions or requires documentation, we are happy to provide supporting records.
  Thank you for your attention.
  HomeRiver Group *******

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was let go from my upper management job in march, I paid April rent right away but may I was behind- in may 20th they filed for eviction- with a court day set for June 7. I have been charged eviction fees before, and after obtaining legal representation- learned that under Ohio law, such charges including legal fees, court filing fees, and service costs must either be ordered by a judge or supported by actual documentation and must not be inflated beyond the actual cost incurred. My attorney looked over my lease and informed me that even though there is a clause stating tenant must pay these fees, it is not enforceable, per Ohio law.For instance, the eviction filing fee in ************* is $130 (including certified mail), yet I was charged over double that amount without explanation. As well as $62.50 for certified mailings. Similarly, there has been no documentation provided to justify the attorneys fee, nor any receipts for mailing or posting tyy Therefore, I respectfully request:1. Full itemized invoices or receipts for each of the above charges.2. A copy of any court order (if applicable) stating that I am responsible for these fees.3. A review of these charges for accuracy and compliance with Ohio law.If these fees were not court-ordered, AND no documentation is provided to support the actual amounts charged, I will consider the excess charges to be in violation of my rights as a tenant in ****. I will then pursue further action to seek reimbursement, including but not limited to filing a complaint with the ***************************** and/or pursuing the matter in Small Claims Court.I also am requesting to be credited back for any and ALLL previous eviction reimbursement charges. I planned on just letting it go; as I was happy to be caught up and them dismissing the case- but to my surprise, after getting my balance caught up to $0.. I logged in to the portal and they charged me $85 for dismissal! They nickel & dime tenants to death!

  Business Response

  Date: 07/09/2025

  HomeRiver Group acknowledges receipt of the BBB complaint submitted by Ms. ******* *****. We appreciate the opportunity to provide clarification regarding the charges in question.
  First and foremost, we understand the stress legal proceedings can cause and are committed to full transparency in our billing practices. In this case, the charges reflected on Ms. ****** ledger relate to third-party vendor expenses incurred due to nonpayment of rent, and are not inflated or fabricated costs.
  Below is a breakdown of the relevant charges along with corresponding documentation:
  Certified Mail & Posting Fees (May 9, 2025)
  $17.50 Certified Mailing Fee
  $45.00 Notice Posting by Server
  These charges are supported by vendor invoice #****** (ProofServe) and invoice #******* from CsS Services.
  Filing & Legal Fees (May 16, 2025)
  $310.00 Eviction Filing (*************)
  $350.00 Attorney Fees
  These fees are documented in invoice #******* and were necessary to initiate the legal process after continued non-payment.
  Court Appearance Fee (June 12, 2025)
  $75.00 Process Server Court Appearance
  Supported by invoice #****** from ProofServe.
  Dismissal Fee (June 11, 2025)
  $10.00 Court Filing for Case Dismissal
  This is a legitimate pass-through expense charged by our legal vendor (invoice #*******).
  All amounts charged are based on actual, third-party invoices and are not inflated. Ohio law allows a landlord to recover court costs and reasonable attorneys fees when the lease agreement includes such provisions, which it does in this case. While Ms. ****** legal representative may assert that these charges require a court order, these costs are recoverable under contractual obligation, and documentation has been provided accordingly.
  Lastly, while we empathize with Ms. ****** situation, the fees were only incurred after significant delay in payment, and would not have arisen had rent been paid as agreed.
  Conclusion:
  No adjustments or reimbursements will be made at this time, as the fees are valid, documented, and contractually supported. However, we remain open to further discussion should Ms. ***** or her legal counsel wish to review any additional documentation.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 31, 2025, my husband and I submitted an application with HomeRiver Group to lease a home located at ********************************************. On June 2, we were accepted and paid a $2795 deposit. We asked to view the property, but were told that due to tenants still occupying the residence, we could not view it. We were then told that once they moved out, we would be contacted to schedule a viewing. I was informed by neighbors of the property that the tenants moved out on June 14, 2025. I contacted the property manager via phone and email on June 20, 2025. I have yet to receive a call back or email ******** of June 27, 2025, we still have not been able to view the property. We keep being told that it is being prepared, but the former tenants moved out three weeks ago. Regardless, we should have been able to view the property even if there were tenants still living there. Not once have we spoken to a live person on the phone. We have only been contacted via email. Phone numbers we have called have gone to voice mail with no call back. We have tried contacting the corporate office, but no one has replied back to us. We have also paid the pro-rated rent, first months rent, and fees totalling $3,642.28. We are concerned that we have been scammed by this company.

  Business Response

  Date: 07/09/2025

  Thank you for sharing your concerns. We understand how important clear communication and timely access to the property are during the leasing process, and we sincerely apologize for the frustration you experienced.
  Please know that our Property Manager was actively working to coordinate access to the home, which was not immediately available due to the prior tenants' move-out process and the necessary preparation of the property for viewing. These steps are essential to ensure the home meets our standards and is ready for new residents.
  We are pleased to confirm that you were able to tour the property on July 3rd and that you were satisfied with the showing. If you have any further questions or need assistance as you move forward, please dont hesitate to reach out. We appreciate your patience and look forward to providing a great experience in your new home.

  Customer Answer

  Date: 07/09/2025

   
  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

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 19, 2025, I submitted a work order for a broken AC unit during an extreme heat advisory (temps over 100F). My home reached 91F inside. Despite calling daily, my wife and I received no updates or contact from HomeRivers maintenance team. We were told the issue was elevated, but no one followed up, and we were offered no temporary solution or repair timeline.On June 24, the contracted **** company contacted me directly, provided great service, and resolved the issue.HomeRivers lack of communication, urgency, and concern for our safety was negligent and unprofessional. This must be addressed.

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating and uncomfortable the **** issue was for your household, and we sincerely apologize for the stress and inconvenience it caused.
  We acknowledge that the lack of timely communication from our team was unacceptable, and we are actively working to improve in this area. Your comfort and safety are extremely important to us, and we recognize how serious this situation was for your family.
  We appreciate your patience as we navigated the vendor process. Based on our discussions and your feedback, we have applied a credit to your rental account to reimburse any out-of-pocket expenses you incurred during the period without ****.
  Additionally, we have taken steps to implement faster escalation procedures and clearer communication protocols to better handle similar emergencies in the future.
  Thank you again for your understanding and for giving us the opportunity to make this right.
  
  
  Should you have any unresolved concerns or issues with the home please feel free to reach out to us directly and we will be happy to assist you. 

  Customer Answer

  Date: 07/08/2025

   
  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

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon move in we owed hrg 2600 we initiated a bank acct transaction which was returned by the back because this was the first time our bank has seen this amount from this company. After this was explained to *** they stated we could only send certified funds via mail. Which was done in the *** of 3000 which I can attach documentation of it being sent. On 05/22 ******** ******* said they have received an empty envelope. To come to conclusion that the money order had been stolen. I did not see this email until 05/28. After seeing this they notified me that I needed to pay 6100 to drop the legal process of being evicted. Not wanting it be evicted I sent them 6100. They kept taking on late fees after the money orders where sent and ******** ******* was notified of this and sent him supporting documents this had been done. After I had confirmed they had received the funds with multiple departments of home river group they notified me that they are still going through with the eviction process. Even after I sent them the *** to drop the legal process of being evicted. I consulted with ******** that the fasted we could possible move out was the first 07/01. He said that was fine and agreed. I came home on 06/24 to see a letter tapped to my door saying that I needed to be out the next day 05/25 or else my stuff will be on the curb.

  Business Response

  Date: 07/08/2025

  Timeliness and prompt payment are critical during the eviction process. In this case, payments were received after the court had already issued a judgment. Additionally, the payments submitted did not satisfy the full outstanding balance, and the property owner has elected to proceed with enforcement of the judgment to recover possession of the property. Any funds received will be applied toward the remaining balance, in accordance with the courts ruling. Once a valid forwarding address is provided, we will issue a final reconciliation of all charges and payments to ensure full transparency.

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is one of many that collect application fees for people seeking to rent a property. I paid $75 application fee to this company only to find out that my income was not enough to secure this property which in fact my income is qualified voucher wise. I am wanting my underwriter to take a second look at my application with the accurate information I provided because I fell that this company did not do enough to help me get into their property which I told them that I loved and wanted very badly. I dont think that is too much to ask! Ive called over and over and its really no one you can talk to. I would really love for her to closely look at my proven document that the income is enough because I paid a deposit which i understand isnt refundable but in my case the underwriter decision is inaccurate for denial.

  Business Response

  Date: 06/27/2025

  
  
  Thank you for the opportunity to respond to this concern. We take all applications seriously and aim to process them accurately, fairly, and in accordance with each property owners requirements.
  
  Upon initial review of the applicants documentation, the application was denied due to the voucher not appearing to cover the full rental amount.
  
  However, upon further clarification and additional documentation, it was determined that the voucher does indeed cover the necessary amount to qualify for the property.
  
  Following this updated determination, the applicants file was resent to the property owner for consideration, and the owner approved the application.
  
  As of June 24, 2025, the application has been fully approved, and the applicant has been notified of the status update. Our team is now actively working with the applicant to complete the next steps and move forward with the leasing process.
  
  We appreciate the applicants patience and understanding as we worked through the required verification steps. Our goal is always to ensure every applicant receives a fair and timely review, and we are pleased this matter has been resolved positively.
  
  Sincerely,
  
  HomeRiver Group