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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I would like to state that home River group bought out my current property management group, and their Leases. upon transfer was we were not provided as a tenant any type of education on their new processes or policies. March 6th I was sent a renewal for my lease with a re-signing fee of $50. After signing march 12th my lease, I was not aware that the $50 fee is automatically applied my account ledger began to gain late fees. March 18 I discovered the late fees and I emailed the property manager that I thought was at the time and did not receive a response. March 21 I reached out to the central office I have documentation of all these interactions. I spoke with an employee about the late fees and they said they could have them waived. I had either the option of paying over the portal which applies at $50 convenience fee, or I could pay via voucher at the store and the late fees that I paid within the voucher would be applied to my following months rent, in my case totaling $50. After paying the fee and documenting the payment and the receipt, I waited for the balance to be removed from April rent. The month of Aprils rent posted. It was not removed, then reaching back out to the central office they said that they would escalate the ticket and submit it to accounting. they told me that the $50 plus any late fees occurred while waiting to pay Aprils rent would be removed as well. When the accounting reached the ticket, they only removed Aprils late fees not the $50 I paid in March. This has happened twice and Ive been in touch with my property manager and my regional manager, the central office and with it being April *************************************************************** documentation that I could wait to pay my rent until the ledger was correct. Facing demand of payment letters, I would like to pay my rent but the ledger still does not reflect correctly
Business response
04/11/2024
Hello,
We have been in contact with the tenant and have reached a resolution with the tenant.
Initial Complaint
04/10/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Homeriver group has refused to make necessary repairs on a home they are managing. I have had a formal walk through with my property manager on 6/2 and no repairs were made to interior of the home until code enforcement came in March 6th and cited the home. They have made every attempt to get me out of the house without repairing it to code. The do not care about the welfare of their tenants and use scare tactics to get tenants out of the home.Business response
04/11/2024
Due to pending legal action we would like to reserve our right to provide details/facts related to this matter.Initial Complaint
04/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 2/23/24 I gave my 45 day notice is that I would be moving out of their property. On 3/1/24 I paid my rent to Home river group in the amount of $964.95, and they charged me twice. I called multiple times to see if they would return a payment, and the last time I called them they told me they didn't see a second charge. So I filed a charge back with my bank, this is ongoing. This month's payment for the place I am no longer living is supposed to be prorated till the 7th, ($225.39), and they are trying to charge me a full month's rent again. In the last year living there, the place flooded 3 times and it took them months to address an entry way that was actively falling apart. When we informed them of our things being damaged, they said to contact renters insurance, which we purchased through the company in their "renters benefits package" and paid a fee for monthly that included renters insurance. On the ***** portal there was no policy. When I called they had no answer for me, or when I could expect an answer. Overall the worst renting experience I have ever had.Business response
04/16/2024
Hello,
The tenant's ledger was corrected on March 15th. However, we never received the 11 days of rent due for ****** We received the 45-day notice on February 26th, making the lease end date ***** 11th.
We removed the pet rent and benefits package fee from the ***** charges. The amount currently due is $330 for the last 11 days of rent. This will be deducted from the security deposit.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Home River Group is not answering or responding to multiple calls associated with me and my family moving for a job relocation which is causing us to exceed the limits of our lease agreement. They have now responded today via phone call asking for two months of rent up front ($4000) and no guarantee of the double deposit ($4200) we paid when we moved in. Therefor costing us a hardship of $8,200 just to move out! This is our second year at this house, and we have dealt with months of no air conditioning, leaking plumbing fixtures, a half-fallen fence, and random power outages in 100+ degree weather with no resolution. We would like to peacefully leave the property on the 30th of this month and receive our deposit back without paying out two months of rent in the meantime.Business response
04/05/2024
******************,
We deeply regret any frustration or inconvenience you've experienced in reaching us, especially during such a significant time of transition for you and your family. Our team has recently undergone some changes, which may have contributed to the delay in our response, and for that, we sincerely apologize.
We understand your urgent need to relocate due to job circumstances, and we empathize with your situation. It's important to note that your lease agreement does outline specific terms for early termination, including financial considerations. If you require a copy of your lease agreement for reference, we'd be more than happy to provide one.
Regarding the maintenance issues you've faced during your stay, we genuinely apologize for any discomfort they may have caused. Please know that we take these matters seriously, and we are committed to addressing them promptly to ensure your comfort and safety.
As for your deposit, rest assured that we will process it in accordance with state laws governing rental deposits, ensuring a fair and timely return.
Your understanding and patience during this time are greatly appreciated. If there's anything more we can do to assist you during this transition, please don't hesitate to let us know.
Warm regards,Customer response
04/08/2024
Complaint: 21519462
I am rejecting this response because:I would like the deposit to offset the two months rent. If you look through the safety related issues we have had at the house I am sure you will understand.
Sincerely,
***********************Initial Complaint
04/02/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Nothing but issues with Homeriver from the start. Their Maint staff caused a water leak when repairing a toilet. They bid for repairs, they selected the bidder, then they proceeded to take over 8 months to repair the damage leaving us without the use of our Master Bathroom.We had an issue with the locks on our home not working. We had to use the automatic garage door as our only form of security when we left the home. Legally this has to be fixed in our state within 48 hours, HomeRiver took over 2 weeks for a date to have someone come to fix the locks, then canceled that date due to the maintenance worker calling in sick. We were resigned to fix the issue ourselves for concerns of our safety and never refunded our cost.We complained about a 20 foot sick tree in the back yard inches from our bedroom window. when an arborist finally did get there said it was dead and they could not do anything about it. They then declined to remove the dead tree.The first time our lease was up they contacted us within 2 weeks of the lease end to ask if we were going to extend our lease. We submitted the paperwork within 2 days after getting it signed and everything then even after our lease was documented by both groups they still charged us an extra 500$ for 2 months as a month to month rent.Most recently our lease was up on April 1st we gave them a 30 day notice that we were not intending to continue the lease and the vacate date was accepted. Without anyone calling us to inform us that this was an issue on HomeRivers side; we vacated the home and now they are charging us an EXTRA 15 days saying we needed to give them a 45 day notice. No one from Home river asked us if we intended to stay past our lease, no one from HomeRiver contacted us to tell us we were in violation of 15 days. We could have extend our rental time with them, (this would have been easy to do in our situation); instead they tricked us to get the house early, plus and extra 15 days of rent.Business response
04/16/2024
To whom it may concern,
HomeRiver Group has received the complaint made by former resident ************************* who resided at ******************************************** from 3/30/22 - 4/1/24.
We have reviewed the complaint and we do agree that the toilet repairs did take longer than we prefer. However, we did respond to and make repairs to each maintenance issue as timely as we could. The staff that was handling the maintenance repairs for the most part are no longer employed with HomeRiver Group but after reviewing the notes and maintenance requests for the toilet and locks, we did send out internal techs, plumbers and remediation companies. The repairs did have to be rescheduled due to a sick employee and per the remediation notes the tenant was not available for the repairs to begin for over a week.
Regarding the tree, HomeRiver Group did get a bid to remove the tree within 3 days of receiving the request. However, the property owner denied the request so we were not able to move forward.
In the complaint the tenants stated that they were charged a month to month rate but after reviewing the account ledger, we do not see this to be true. A renewal offer was sent but the tenants did not respond to the offer. The offer was for a $100 increase. Rent went from $2295 in March 2023 to $2395 in April 2023 so they were charged the renewal rate. A second offer was sent and backdated to 4/5/23. The tenants did sign and they were renewed at that time.
Lastly, and what we believe to be the main issue is the tenants were charged for 45 days from the day they gave notice. The lease agreement was dated from 4/5/23 - 3/31/24.
Per the signed lease. Page 1. Section 4. Paragraph A: This Lease automatically renews on a month-to-month basis unless Landlord or Tenant provides the other party written notice of termination not less than forty-five (45) days before the Expiration Date
Tenants gave notice to vacate on 3/3/24 stating they would be vacating on 4/1/24.
This is only a 30 day notice so the tenants were charged for a total of 45 days per the lease. This is the total they are disputing. However, we do feel the charge is accurate based on the lease agreement that the tenants signed.
We hope you find this response to be adequate but please feel free to reach out for any additional information needed.
Thank you,Customer response
04/16/2024
Complaint: 21512968
I am rejecting this response because:#1 we received only 1 e-mail stating that the request to vacate was accepted by home river. We received no further e-mails, phone calls, or letters after this e-mail. With the e-mail saying the move out date was ACCEPTED it should indicate that there is no issue with the notice that was given. The only time we were notified this was going to be charged to our account is when we called asking about the full 1 month rent charge that went through on our account. I doubt they will ever accept any fault for no contact what-so-ever through this vacate process.
#2 they took a full months payment through auto pay and I contacted them on that day and they said they would refund us the 1/2 month that was agreed to be over payed by both groups. It has been 2 full weeks since that date and we have yet to be refunded the over payment our account ledger still shows a overpayment of 1,048.66.
#3 They still have not refunded us the deposit of ******** that was placed on the rental home. Again this is 2 weeks after the vacate date with no refund and no response from HomeRiver.
They state that 6 weeks we were not available during the toilet repair. I do not recall 6 weeks but we did have to leave to care for my Mother then my Mother-In-Law follwing surgeries that they had. It was around 26 weeks to get it repaired there is no way I can be there the entire time it took. My wife and I missed countless days of work to accommodate the situation even though they were responsible for the issue.
Sincerely,
*************************Business response
04/25/2024
We are in receipt of the tenants response to our response to the original complaint. While we understand and apologize that the tenant did not feel we properly communicated the requirements for giving notice to vacate, the requirements are detailed in the signed lease agreement.
Notice to vacate was given through the tenant portal on 3/3/24. On 3/13/24, the resident coordinator team did email acknowledgement of the notice along with instructions on how to surrender the property, which the tenant did follow at move out. In addition, the tenant did not reach out to the property manager with any questions at any time between giving notice and vacating the property.
The tenant is responsible for updating their auto payments in the portal, we do not have access to the bank account information for the security of the tenant. If an additional month of rent was charged to the tenant, it was because they did not end the auto charges. We do see that the over payment was refunded along with their security deposit disposition. The tenant vacated on 4/1/24 and the deposit disposition was processed and mailed on 4/19/24 so well within the 30 day legal requirements.
As the property management we do strive to meet the needs of all residents so we do apologize if this tenant does not feel that we communicated effectively. However, the tenant never reached out to us with any questions on the move out process or the lease agreement if they did not understand the requirements listed in writing on how and when to submit notice to vacate.Customer response
04/25/2024
Better Business Bureau:I received the deposit and the overcharge for rent in the mail today on 4/25 after moving out on 4/1.
As I mentioned in the previous e-mail I do not expect the company to accept any responsibility for the issue, because communication from the company was always poor. I certainly feel like they fall short communicating with the renters, and I obviously cannot speak to their relationship with the owners. If they want to run a property management company with no direct communication, no direct oversight on the property, or expectations for their property managers to provide customer service, that is their prerogative. I will consider this a ****** learned about doing business with HomeRiver.
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
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 youCustomer 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 youInitial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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,
*****************************
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