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:09/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 not only the worst to have selected, but when my 1st 12 months expire, I will be moving. This is not my first bad experience either. So I paid my September rent late (2days) because I was in the hospital with no access to any of my devices to manage my household (bills, etc.) I was discharged on the 4th and after several attempts throughout the day trying to get my rent paid accepting and including the late fee, I was able to get it paid around 9pm. I noticed "after it was paid" in some fine print that the cutoff time is 8pm. (Note to remember: This site does not accept any partial payments) Either way I paid the balance in full and received my confirmation. So 3 days later, I receive an email from *** saying I now have another late fee of $55 that they are demanding paid. I also received a note on my door threatening eviction all after it was paid. ABSOLUTELY HORRIBLE!!! To make matters worse, when I called to request that last fee waived (even as a courtesy) no one will return my call or respond to the emails I sent. Instead, I received yet another email (maybe their response) saying now you have to pay $20 more for the late fee being late ....and as of this morning, I get an email saying an additional $60 has also been tacked on. At this point I lost track of the total as I'm trying hard to recover my health so I can get back to working my normal schedule without now suffering with any anxiety/panic attacks. I have been seeking legal counsel in addition to writing this complaint because this is just insane. This does not even include how I am still waiting for the requests for maintenance when I 1st moved in have not been addressed yet.

• Initial Complaint

  Date:03/05/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  My rental home is owned by Happy Homes LLC. My lease and contract was procured through Progressive Residential. The terms and conditions of my lease entail a payment made by the 1st through the 3rd without any fees. I resigned a 12-month lease again with Progressive Residential in November of 2023. I then received an email from Home River Group that they will now be managing my property on January 5th - I set up the tenant portal and submitted my rent payment. It was not ever taken from my account, I then submitted two rentals payment in total - again nothing was taken out. I contact my bank, ******** no payments were denied and funds were more than sufficient both times. I contacted Home River Group's local office and the lady's manually submitted my rent payment via the information on file through the tenant portal. They then access my account with $995 dollars in fees. Furthermore, a month or so later I received a notice on my door that utilities will be cut off by 9AM the next morning. I called the local utilities company to see what happened, since my utilities are paid via my rent for sewer and water. They stated a payment of $212 was required to avoid a shut off. The utilities are in Happy Homes name, I'm not authorized to submit a payment. They said no payment has been made. I contacted the local ***** bay home river group office, they put in an emergency ticket to have the utilities paid. The next morning they applied $312 dollars in utilities costs to my bill - keep in mind I have them monthly through my rent payment and never was in arrears. They refuse to return the fees associated with my account, there is no fault on my part at all. They never initiate the rent payment through their portal. I sent support requests after support requests asking why they won't take my money and the reason is because they WANT to assess fees. I've paid over $995 in fees in less than 60 days. They are purposely doing this. I did not have a problem with Progress Residential

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been battling with this company for the entire length of my almost two year stay. Currently still trying to get an issue resolved that I have encountered since May of this year. Last communication I had was on 10/31/2023. Attempted to follow up, all to receive an automated email advising that once again, ******************* is no longer with the company.

• Initial Complaint

  Date:11/21/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Last night we had to call the fire department because of the faulty wiring that shorted out the firefighter suggested that the contractor pinched the wiring and caused the wires to short. We now have no power to part of the house. I turned the breaker on and heard popping so my wife went to see why it was making that sound and she saw smoke was coming out of the roof. The fire department came out and had to knock a hole out to make sure the burning did not come through the wall. I called their customer service line but I get a call center and I am constantly told that I would get a call back but it never happens. I asked to speak with a supervisor and was told I could not speak with one. Also, the kitchen estimate needs to be taken care of because the sink needs to come out. Its rotted and moldy it soft and feels like it is about to collapse. Also, the sewer pipe is broken and completely clogged. 

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Government funding was provided via Covid rent release to fund rent for my ********** could have a place to live due to me not able to work & having to take care of my ******************** March 2023 to Homeriver Group. I was told that I could resign my lease & use the funding for rent coverage until September. April 26, I was told I had to vacate the property due to the owners remodeling. I moved out May 31st clean the house out. I asked for the refund check that the government provided for me to have a place to live but they would not give me the full amount due to different things theyre charging me for moving out. I paid a deposit / move in fee of $900 when I first moved. Im asking do that count for anything but ** getting no answers from them. It sad that theyre able to take government funding @ do as they please with it. Please help!!

• Initial Complaint

  Date:07/26/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Due to a loss in income, I incurred a balance with this company. I have tried to contact multiple employees to receive a ledger and get my balance paid in full. I have been told that all employees who were assigned to my property no longer works for the company and they will have someone reach out to me. I have been sending emails back to back to get this resolve. The management team has obviously took a turn for the worsts. This was not my experience with this company a year ago, but something majorly have change with the communication, customer service and the way they treat tenants. I have been told that my property is changing over to another company on 8/1/2023 which I believe is the reason for the lack of response and not trying to help to resolve my issue. I have reach out to upper leadership who has directed me back to the same individuals that are not responding. I would like to have my case dismissed for I am not receiving a timely response from anyone in this company. See documentation attached. Tenants should be warned that once they have moved you in the communication stops. On another note, I have been in a property that has a documented electrical issue.

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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've been living in Tranquility for 8years. I have NEVER NEVER NEVER been late paying my rent. If, I get in after the office is closed to pay my rent I still have the 5th on the money order and making sure it's in there on the 6. So why this month all of a sudden I've got to pay $80.53 for late fee. Being I've been there that long seem like yall would waive this fee and let me know from now on it got to be in the office before closing on the 5th. There are other problems going on at Tranquility than trying to collect late fee from someone that's NEVER BEEN LATE BEFORE. Try getting these grown a** kids out of they're mom and grand mother apartment over here and using they're sticker to go on they car to park. HOW ABOUT THAT

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 have had clogged toilets and showers backing up for 14 days today. Nothing has been done about this problem. We are also supposed to receive 1 air filter a month for the new home and we have lived here since February 3, 2023 and have not received anything. Home River Group is an absolute mess and does not know how to handle a business. Im sure the owner doesnt know anything about this. Since we moved here we had to figure everything out on our own. Nobody walked us through anything with the home.

• Initial Complaint

  Date:04/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 leased from Home River Group (formerly ****************************). Upon moving out we paid our last month's rent in FULL because that was the amount that posted to our account, $1815. The amount should have been prorated because we had given notice 60 days prior to vacating so the company knew we were moving out at the end out our lease. Concerned about the full amount being charged, I emailed ***** on March 7, 2023 asking why we were charged the full amount instead of the prorated amount. She assured me in an emailed response that, "any amounts overpaid will be refunded at move out." The amount that should have been paid is $847 so we should receive $968 back for the amount that was overpaid. Upon moving out all protocol was followed by us. We submitted our forwarding address in writing to *************************** and ************************* on March 14, 2023. On March 28, 2023 ***** emailed and stated, "I actually have a reimbursement in the system that we will mailed out to you hopefully this week." On the Home River Group website, it states that you should receive your reimbursement ***** days after moving out. Well, the 30th business day fell on 4/25/23 & today, 4/29/23, we still have not received the security dep. or the refund for overpayment. Not only are they breeching their contract by not reimbursing us within their time frame they have also neglected to respond to the emails we have sent kindly asking for an update, nor have they returned our phone calls where we left voicemails inquiring about this issue. We have been beyond patient wafting for a response but at this point they have broken their own contract by withholding $2,418 that they owe us, $1450 for the security dep & the $968 that we were also promised. Numerous phone calls and emails have been sent with no response so as far as I am concerned, that is not how a ***************************************** should operate. Things need to be handled better and we need our payment. I have all emails for proof.

• Initial Complaint

  Date:04/05/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 is the property management for Tranquility @ Hickory Hill, which is a 55+ ***************** Effective in May 2023 residents have been given a single option for paying rent. The option is to use there residential portal, which charges a "Convenient Fee". This portal has periodically glitches: double withdrawal from account. I need to understand if HomeRiver is requiring ALL there properties in ******* to render payment via the residential portal? And why residents can't continue to pay rent with *******'s Check or Money Order? Tranquility @ Hickory Hill has a ************** open M-F from 9 to 5. This demand/request is quite stressful for many tenants, who aren't internet savvy.

  Customer Answer

  Date: 04/13/2023

  Tranquility @ Hickory Hill, HomeRiver Group is increasing my rent by $140.00 which equate to an increase of 24%.  

  The property management said they are using Fair Housing guidelines to increase my rent 24%?  I've researched online the average increase of rent in ******* ** and the average is 10% to 20%.

  Tranquility online advertisement shows that efficiency (studio) apartment are going for $725.00. But, those apartments have been newly renovated with stainless steel appliances, hardwood flooring, new tiles and etc.  My apartment doesn't have any of those upgrades.

  I believe HomeRiver Group is trying to 'price' current residents out of our apartments?  What can I do?