ComplaintsforHousing Headquarters, Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Housing Headquarters has been responsible for my temporary housing (paid for by my homeowner's insurance) since my home was damaged and I was displaced. My rent was not paid in full for November **************************** December to let them know. I also notified them of every subsequent notice I received from the property management but they never resolved the issue and now (March 2024) I am facing eviction before my home is repaired. I am going through arguably the most stressful time of my life and their inability to manage their business is causing even more stress.

  Business response

  04/05/2024

  The customer did notify ******* balance due with her landlord. Unfortunately, when we reached out to the property in order to confirm the balance due, the landlord refused to send ** any documentation or confirm any details, resulting in delays. We did eventually get the necessary details from the property, via the customer, which reflected an increase in the monthly rent. We have since been able to get the increased rent amount approved by the customer's insurance company, and have paid the rent current.  This issue is resolved.

  Customer response

  04/08/2024

   
  Complaint: 21487352
  
  I am rejecting this response because: this issue is not resolved. As of today 4/8/2024, I still have an overdue balance on my account that is double the amount of my rent. I have submitted any and all documentation that was needed multiple times and yet the issue still continues.
  
  Sincerely,
  
  *******************************

  Business response

  04/16/2024

  The fact that a balance remains on the account is new information to us.  After investigating more, we finally figured out the cause of the issue.  The landlord is claiming that our rent checks have been taking weeks (and in some cases more than a month) to arrive by mail, which is EXTREMELY out of the ordinary.  We have sent the rent checks with more than enough time to arrive via mail, but for whatever reason, there have been major delays.  For example, the April rent check was mailed on 3/14/24 and STILL has not arrived as of today, 4/16/24.  These delays have, in turn, also generated late fees on the account, which have continued to accrue.  Now that we are aware of these late fees, we are working with the landlord to resolve the issue and figure out how to prevent this issue from happening again in the future.  

  Customer response

  04/18/2024

   
  Complaint: 21487352
  
  I am rejecting this response because:

  All of this may have factored in but ultimately the issue is that I started notifying my case manager of problems in December 2023, and even tried to escalate it to her supervisor in March, but your staff always considered the case "resolved" without doing any actual research. It was not until I filed this complaint that any effort has been made. I will not accepted any 'resolution' until my account finally has a ZERO balance for the first time in almost five months.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our house burned and we lost everything. We have a 7 year old daughter she lost everything and these people and cort furniture made almost ********* off ***** of used cheap furniture for 12 months. We had no idea they were charging our insurance this. We were a few days late getting it picked up and they kept almost 500 of our **** deposit and now a month later they are billing us ******* more saying they didn't pick up housewares. They make a fortune off people's tragedies. We returned everything *** they were checking a list as they were loading it . ****** wasn't enough they had to keep half our deposit and say we didn't return some housewares a month later and billing us ******* more . We feel we have been scammed in the midst of our terrible tragedy. It's bad enough losing your home and everything you have and now were dealing qith this. I don't see how they sleep at night . We will be talking to legal aid next week. I hope they can do something so this don't happen to others . We are already dealing with so much and now they keep harassing us for more money. Anyone that knows us knows if we owed them we would pay them but we don't owe them anything .

  Business response

  12/29/2022

  ************,
  We are very sorry for what your family has endured as a result of this terrible tragedy, but we were eager to assist when your insurance company hired ** to handle the housing for your claim.  We understand that you are upset by the cost of the rental furniture that we provided to your family while in your temporary home, but unfortunately we dont control the pricing of their rental packages.  We simply pass those costs along to your insurance company.  Because of the volume discounts that we receive, however, the pricing was actually significantly cheaper than what you would receive if you had rented it on your own. 
  While you are correct that we retained $537.17 for the additional rent owed to the furniture company due to a late pickup (we were informed that it was delayed because of an illness in your family), there is no longer an outstanding balance for the $1539 that you mentioned.  The furniture company erroneously charged that amount after your deposit had already been processed.  We contacted them on 12/19 about the issue and that amount was immediately waived.  We are very sorry for any confusion,but as far as we are concerned, your case has been closed and no further funds are due. 
  We wish you the best of luck as you continue to transition back into your permanent home.
  Thank you,
  Housing Headquarters

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 12/04/2021 our home had a fire. Our insurance company ******** Basic was notified. My husband and I went to stay at the Hampton Inn for about 1 week then to Comfort Inn until 12/17/2021, we paid out of our own money and we found the hotel on our own we were reinbursded by our insurance, our adjusters' name is ************************* ************. I started searching for and apartment, I found the one that we are in now and was blessed to be able to move in on 12/17/2021. I paid 1st months rent and the security and was eventually reimbursed. Our ALE from insurance ********* ***** would send money to Housing Headquarters to send to river valley apartment for our rent , which was ****** a month and 500 dollar would go to Housing Headquarters. H.H offered to rent us funiture for ****** a month, I declined and purchased used furniture. I don't believe H.H did anything for us but collect money. We found our Hotel and apartment and furniture. The only communication we had with them was q 3 months telling me I need to contact ***** for and extensions. They didn't even contact me q month. the contract with them doesn't even state their fee, I thought it was free. And now all funds are spent and our Home is not repaired yet. And they are telling us , rent now would have to be paid by me. So some months they did nothing but collect ****** doing no work. My contact person was ***********************. Their address is *******************************************************************************************. phone *************. I think that I should be reimbursed for months they did nothing.

  Business response

  06/10/2022

  Housing Headquarters was hired by the customers insurance company to help with their emergency temporary housing needs.  The customers claims that they handled the hotel and furniture on their own are completely accurate.  The only portion of the temporary housing that our company was involved in was the rental home that they are still currently residing in.  After they presented the home to us as an option that they were interested in, we were in frequent communication with the landlord in order to help negotiate the lease terms and facilitate the move in details, and we coordinated with the insurance company to have the rental home budget and all fees approved.  And then once the customer was moved in, we coordinated approval of all necessary extensions with the insurance company and landlord, advanced rental funds directly to the landlord, and were (still are)available 24/7 for any issues that arise at the home.  In addition, we will be available to coordinate the termination of their lease and their move home, as well as facilitating a fair and timely return of the security deposit refund to their insurance company. 
  
  The customer signed an agreement that directed their insurance company to pay Housing Headquarters for all incurred costs and fees related to their temporary housing stay.  All of those invoiced fees,reimbursements, and any payments that were made on their behalf were explicitly approved and authorized by the insurance company.  The customer is not entitled to a refund and will not be reimbursed for anything at this point.

  Customer response

  06/13/2022

   
  Complaint: 17297760
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company lied to me to mess up my life because of their feelings towards us. They promised to rehouse us with our renters insurance money from loss of use (15,000$) but they said 12 days of ******************************************************************************* error. We had sent thank you and received email inquiring about how received it was. No response. When we were confused by the error, they didn't understand why so discontinued working with us because the simply didn't want to.

  Business response

  09/09/2021

  Housing Headquarters works as a third-partybetween the insurance carrier and its policyholder, managing hotel or temp housing as neededand as directed by the insurance carrier.  We do not have access toinsurance policy information, so we rely on the insurance carrier to providedirection based on the policy and any other needs/considerations of thepolicyholders claim.  In this specific situation, we were directed by theinsurance carrier to only manage 18 nights in the hotel. 
  

  Customer response

  09/11/2021

   
  Complaint: 15838365
  
  I am rejecting this response because:

  When we began, they sent us a 9 page welcome letter.  12 days later, they told us it was in error.  Upon check-in at Staybridge Suites and Holiday inn express who will receive a complaint as well, they put my name, my partners name (on the second hotel) and several so-called addresses that didn't belong with our names, along with someone I don't knows Mastercard the last four digits ****.  I can no longer get a hold of them because they stopped providing the 18 nights after the error was pinpointed, but not the one about the check in addresses or any other ones, and they sent the 3 page welcome letter about hotel only placement because I am not a home owner, I'm just a renter!  If I owned my home, not rented my home, I wouldn't have received the 9 page welcome letter in error.  

  There is more to this situation and I am disabled as is my partner / room mate.  We are currently homeless awaiting word on what we should do from our renters insurance, *********************** and ****************** Services, *********************************************************** and Century Insurance.  It is a nightmare, and we are seperated now and were never secure for 1 night in any placement from Housing Headquarters, INC.  

   

  Thanks **** Shearer  ******************* and the receptionist on the emergency 24 hour 365 days a year line, and whomever was a part of our team, oh,yeah, ***** Wishinia.  I hope *********************** and his Mastercard ending in **** enjoys the 18 night complimentary stay from IHG ****************************** and generates his -2400.00$ from an emergency stay from h*** and it lands him right where he should be.   ***********************.  That was the man's name who said he was checking us in and didn't address our names being placed with so-called addresses.   

   

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

  Business response

  09/13/2021

  Housing Headquarters assists with hotel and, if needed, longer-term rental housing as directed and approved by the insurancecarrier per the insurance policy.  We have two welcome letters one forstays where we know it will be a shorter stay in a hotel only, and a longerletter for situations where there may be both a hotel stay then a longer-termhousing rental.  Initially we had sent the longer welcome letter to thispolicyholder, but upon learning it would be a shorter stay only in a hotel, wesent the other welcome letter that only discusses the hotel process.  Thesewelcome letters are generic informational pieces that explain the process andthe involvement of Housing Headquarters as directed by the insurance carrier.
  
  For all assigned policyholder claims needing hotelplacement, Housing Headquarters makes the hotel reservations for the family,and pays up front the hotel room, tax, and any other expenses approved by theinsurance carrier.  In order to protect the privacy of the policyholder,we only link their names (not their addresses or other personal details) to thereservation.  We supply our corporate credit card information and addressfor payment purposes.  This is standard procedure.
  
  In this instance, we secured and paid for a hotelreservation for a total of 18 nights, from 8/7/21 8/25/21.  Per ourconversations with the insureds and the phone calls placed from the hotel roomand charged to the hotel ****, they were indeed staying at that hotel duringthat time frame.   The room and tax amounts were billed to anddirectly paid via Housing Headquarters corporate credit card account.  Nostaff member of Housing Headquarters utilized their own address or credit cardfor this or any insureds placement in hotel.
  
  Due to some difficulties at the hotel, the insureds staywas terminated, and the insurance carrier decided not to continue to utilizeHousing Headquarters services going forward.  Housing Headquarters ispaid by the insurance carrier and can only proceed under their direction.
  
  I have attached both versions of our Welcome letter in orderto help understand the hotel/housing processes.  Although I have no accessto this policyholders insurance policy, I will state that frequently rentersinsurance policies do not include any coverage for temporary hotel or housing placement. **************** might need to review his particular insurance coverages with hisinsurance agent or adjuster to better understand the coverages of his policy.

  Customer response

  09/15/2021

   
  Complaint: 15838365
  
  I am rejecting this response because:
  

  It is dishonest and it is written like so.  Take a look at the documents and then decide for our interest..

  The nine page welcome letter was sent and received on August 7, 2021.  After emailing them our thanks, they did not respond.  We heard about the error that was made, and we were issued an incorrect welcome letter as we were just getting housed temporarily in a hotel.  And I am not okay with that, as my time was wasted and I had a severe anxiety attack the entire time and it is still continuing.  

   

  So that is why I am rejecting this response.  

   

  -

   

  
  Sincerely, 

  
  ************************

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