Complaints

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:06/29/2023

  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.

  We began our rental in May 2022 with another group, but then the lease was transferred to HRG in August 2022, and our lease was up in May 2023. Also, in mid-March we advised that the lining that was in our Master Bathroom tub when we moved in had peeled off and revealed about a 3-4 inch crack in the tub. We had 1 person come out and look at it, and then we never had anyone else out to look at as of our move-out date 5/19/2023. Then, after move-out we got a ledger/bill in the mail with no breakdown other than general descriptions of the issue. We received the letter on 6/7/2023 and immediately reached out to HRG and they asked for a description of our dispute. We sent that on 6/7/2023 as well, and we were told at that time that it would take 7-10 days to get a response back. We are now on 6/28/2023 and have no response back. We have been more than patient in waiting for them to get the information they need to respond, and still nothing. We had the following charges: $100 for broken blinds: there was 1 slat broken, and a whole set of blinds priced out is $40, so where is the other $60 coming from?; $100.00 for paint: all paint was touched up and nail holes were filled and painted prior to move out, so what needed painting, because anything else would have been normal wear and tear; $350.00 for a deep clean, the house was deep cleaned and spotless when we moved out, it was cleaner moving out than moving in; $600 for plumbing fixtures, are you speaking of the bathtub that you never fixed as reported, and we had indicated on our move-in sheet that the liner was coming off and well when it did it revealed why the liner was there to begin with (crack mentioned above), because there were no other issues with the plumbing. $500 for an Ozone Treatment: what exactly is this for? Looking online I found this is for about 3 things: 1) Mold 2) Pets 3) Smoking, which none apply since we paid a pet fee and pet rent monthly. We are wanting this rectified immediately.

  Business Response

  Date: 07/05/2023

  *****

  We appreciate you bringing these concerns to our attention. Now that you have more details and clarity regarding the charges to your security deposit accounting, please let us know if you need anything further. Thank you

   

  Home River Group

  Customer Answer

  Date: 07/05/2023

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  I am rejecting this response because:

  We don't have anything regarding the charges or accounting, so gow can we answer that we do?

  
  
  
  Regards,
  **** **********

  
  

  Business Response

  Date: 07/06/2023

  ****,

  I was told that this was explained to you and you accepted the response.

   

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

  Customer Answer

  Date: 07/06/2023

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  I am rejecting this response because: nothing was explained to us,  we haven't received any information or communication from your company regarding our complaint. I have all our emails from the start of this process and check it regularly. If you attempted to send us information can you please resend it. The last email we received said someone was looking into it and that's all it said.
  
  
  
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  **** **********

  Business Response

  Date: 07/13/2023

  ****

  The charges on the move out disposition include both labor and materials. So while a set of blinds will cost $50.00 we have to pay someone to install those.  This is true for all of your concerns with the charges.

  I hope this clears up these issues.

  Customer Answer

  Date: 07/13/2023

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  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  **** **********

• Initial Complaint

  Date:06/15/2023

  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.

  On March 17th 2023 I took possession of my rental house managed by HomeRiver Group. I spent 2.5 weeks prior to move in to have someone contact me. After moving in, it was quickly determined the house was not ready for occupancy; termites, mice infestation, etc. They ask that you place a "meld" request for maintenance. I complied and put all the requests in. To this day, nearly 90 days after move in there's still a laundry list of repairs they continue to ingore. They mark my maintenance requests as completed when they are not complete. They are refusing to send someone out to look at my AC as "it's working how it should" you can see direct correlation in my energy bill between the temperatures rising and the AC not keeping up. They put charges on my ledger that are not agreed to, but I am forced to pay that amount as you can't enter "other amount" to be paid in the portal. Management is evasive and not a help. Only person that will talk to me is a maintenance lady that has no pull and can't do her job by completing my maintenance requests. Now they are threatening to charge me for the AC repair man to come out, as they say its working how it should. Yesterday, was a cool day in KC and my system still could not cool my house. was reading 76 when I had it set to 72- it just kept rising. I need help with this evasive "management company" not upholding their end of the lease but still expect me to pay rent.

  Business Response

  Date: 06/26/2023

  Good Afternoon Ms ********

  I am over the Kansas City market and received notice of your complaint. Because your home is with a different department I have reached out to the manager of that location for assistance in clarifying what is going on and why so many issues have been left not handled.

  I'm going to email you separately from the complaint to include his contact information but wanted to let you know I did see in the Meld that the owner approved the repairs and so this will be handled soon.

  I apologize you have had such a negative experience and we will try to get these problems solved as quickly as possible.

   

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