Home River Group Reviews (%countItem)
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Home River Group Rating
Address: 9100 Keystone Xing Ste 610, Indianapolis, Indiana, United States, 46240-2161
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I completed my 18 month lease with Home River Group on May 31, 2020. I left my rental property in excellent condition and provided my new address in writing twice, once in March and again the day I moved out. According to state law, Home River had 30 days to return my security deposit totaling $1,150.00 or to advise me of any damages that were to be paid with monies from my deposit. Neither of these things occurred. I contacted the company via email at the end of June and was told the issue would be looked into. I followed up with a phone call the 2nd week of July with no response. I tried reaching various individuals within the company and finally received a call on July 23 stating that my deposit was being mailed to me. Today is August 10 and I have not received my deposit, nor have my calls to Home River been returned. I am not interested in pursuing legal action, even though state law allows me to sue in small claims for twice the amount withheld. I simply want what is due to me (and what was reportedly "on its way" to me 3 weeks ago).
Good afternoon ***,
Thank you for bringing this to our attention. I checked our records and show that a check was mailed to you on 8/7/2020. Please find a copy of the check and the mailing receipt, attached.
If you have yet to receive it, please contact the Property Manager js***@homeriver.com, (317) 661-***, or respond to this correspondence.
Thank you,
Kelly BHomeRiver Group - Ohio
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this response/resolution is satisfactory to me. I received the check on August 17. However it was not mailed on the 7th as stated in Homeriver's reply. It was mailed on the 13th, 3 days after I reached out to the Revdex.com. Thank you for your assistance.
Regards
Homeriver is charging me twice for maintenance fees that are already in my lease. I have my grass cut regularly but they are sending individuals to cut my grass so they want me to pay them as well as the people that I already have cut my yard. They have blamed me for trash in the alley which is out of my control because people illegally dump trash in alot of yards.
Good Morning, ***,
Thank you for bringing this concern to our attention. Please know that your Property Management Team is available to assist you at any time by calling 317-759-0332.
Regarding the lawn care service that was provided to your home and subsequently charged to your account, please refer to the provided attachments. I have attached both your original lease and a renewal lease, both of which explicitly mention lawn care as being the responsibility of the tenant.
However, the owner was mailed a violation notice from the City of Indianapolis, stating that the grass at your property was out of compliance. Typically, Code Enforcement Officials additionally post this same notice on the door of the property.
Your Property Manager sent an email informing you that the lawn was in violation and you replied, acknowledging receipt.
Failure to comply with the Violation directives, can result in the City of Indianapolis, cutting the lawn for the price of $363.00 and additional fines up to $2500.00. The entirety of these fees and fines would have been considered the responsibility of the tenant and charged back to the tenant account, had that occurred.
HomeRiver Group sent our own lawn care provider to verify that the lawn continued to be uncut and at risk of further actions from Code Enforcement. Photos attached demonstrate the unkempt condition of the lawn upon arrival of the lawn care provider. The decision was made to provide service in order to prevent more costly consequences.
The cost of that service is $90.00 which has been added to your tenant ledger for payment. Again, as stated in your signed lease agreement, as the tenant at this property, you are responsible for that payment.Please note that keeping your lawn in acceptable condition is necessary to fulfill your tenant obligations.
If you have any questions or require additional assistance please do not hesitate to call the number provided above to speak to your Property Manager directly.
Attachments referenced above included in shared drive: https://drive.google.com/drive/folders***
Thank you,Kelly BCustomer Service ManagerHomeRiver Group
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This message said that I received an email about my yard but didnt send the email until after someone came out to cut the yard. No one called or sent out any emails prior. I have never had a problem keeping my grass cut since I moved here. They call, text, and email me all the time regarding situations at this house whether its maintenance or whatever. But they randomly send someone to cut my grass and charge me almost $90 dollars.
Regards
Good Morning ***,
I do understand your concerns, and have received approval to remove the $90 in grass cut charges from your ledger. You should see this adjustment take place over the next few days. Please recognize that this is a one time courtesy and the expectation is that your lawn be maintained and no further City Violations reported. As always, please feel free to call your Property Manager with any questions or concerns.
Sincerely,Kelly B
Since October 2019, I had requested maintenance on my apartment for the furnace. I have not had heat at all through the cold season despite numerous attempts to schedule maintenance through both Home River Group and the building owner, Stephen I. Incidentally, my apartment has been uninhabitable with the cold weather-with temperatures in my unit dropping below 45 degrees.
Good Afternoon Jade and Jodi,It was reported to me, Bridget W the Director of Property Services (DoPS) on 12/4, that an issue with heat has persisted. Part of my job is to determine what caused the issue, determine responsibility, and rectify it with my team going forward. Determination of responsibility will determine who is responsible for the charges and will also identify if a credit is due to the Tenant.This letter is not an admission of guilt on any party to include HRG, Owner or Tenant - it is purely a reflection of the chain of events.Please be advised that the owners (Steven and Dan I) of the property are responsible for all repairs independent of HRG per contract. HRG is essentially contracted by the owner (verbal, written or by actions) to gather information, in some cases may collect rents, lease the units available and act as a back-up for maintenance in the event that the property owner is either unavailable or not able to repair, unfortunately this means HRG must receive approval from owner prior to completing any repairs and HRG can not act without authorization from the owner. The tenant signed a lease with the Owners and is not on an HRG lease, the tenant is aware of the requirement of repairs by owner, as owner maintains a residence on the property. Although this is not an excuse for failure of service, it is driven by our policy. HRG will take this information into account when determining responsibility to cure any issues.The following people are referred to in below timeline: Tenant Jade (refers to Jade H L); Tenant Jodi (secondary contact - tenants mother does not reside on property); Steven and Dan I (Owners); HRG (refers to management company and call center general communication); PM JStearns (New PM replaced MRatican former PM 11/13); PM RBell (Director of Property Management); MC DWess; Tech refers to both internal and external tech - sometimes referred also as vendor. This is an attempt to clarify the time gaps in communication and completion of service to repair issue.The timeline below identifies what happened in this situation (Timeline reflects brief notes only)10/9 - HRG received Tenant call - No Heat (part of that conversation asks if the electric is on, tenant (Jade) confirmed that electric is on.)10/9 - call to owner (Steve); no response10/10 - email to owner (Steve), no response10/15 - Per owner (Steve) the problem has been resolvedAt this point the ticket was closed10/27 - Tenant (Jodi) called HRG and asked for a follow-up, HRG being under the impression there is no issue... re-opens request and sends reopened issue to owner.10/27 - HRG sends follow-up to owner (email and phone)10/27 - response received from owner (Steve): Problem persists please send tech (Approved to repair) 10/28 - Tech dispatched and received contact information of tenant from HRG MC DWess10/28 - Tech calls tenant, no response10/31 - HRG reached out to tech, no response11/1 - Tech calls tenant, no response11/6 - HRG reached out to tech no response11/8 - Tech calls tenant no response11/11 - Tech reached out to MC DWess - no response from tenant please advise; resent contact information to Tech, informed PM JStearns. Tech advised to keep trying, and PM will reach out to other contacts. Tech is able to schedule with Tenant for 11/1311/13 - Tech was at property to assess and found that the electric was off, could not review further - Tenant was advised to contact HRG when the electric was turned on (*Note) tenant has two meters for her unit - one of these meters controls heat and stove. Tenant when she moved in, only turned on electric to one of the meters and did not turn the other in her name, within 30 days the 2nd meter would have been turned off as per HRG policy. When HRG took over the property in July 30th 2019 all utilities not in a tenant name were turned off by August. 11/15 - Tenant (Jodi) calls HRG claims that power was off due to HRG responsibility (see above) - PM JStearns responds to Tenant (Jodi) via phone call explaining electric is not on (after contacting IPL Utility vendor) and Tenant (Jodi) was informed that Electric is tenant responsibility.11/15 - Received invoice from vendor for inspection performed that indicates the issue of no electric. (see above)11/18 - PM JStearns sent Jodi an email asking for update to Electric - no response11/26 - Owner (Dan) emails HRG regarding call from Tenant (Jodi) regarding electrical issue, PM JStearns informs owner (Dan) that electric is not on.11/27 - (HRG info received on 12/3) tenant (Jade) informed owner (Steve) power was on11/27 - (HRG info received on 12/3) owner responds to tenant cc: to PM RBell informs the tenant she has two meters, and a breaker was tripped. Asked tenant to check breaker to confirm issue remains and respond.12/1 - (HRG info received on 12/3) tenant (Jade) responds to owner (Steve) only, informs power is on, but furnace not working.12/3 - Tenant (Jade) calls and speaks with PM JStearns, electric was on as of 11/26. Tenant (Jade) claims she contacted vendor directly (HRG confirmed that Tenant (Jade) did contact vendor on 12/3) and was again informed by vendor to call HRG12/4 - Sent tech to property and via owner could not gain entry to unit.12/4 - Owner/HRG Mgnt reached out to DoPS Bridget W to investigate, DoPS contacted the Tenant (Jodi) to discuss issues, received tenants (Jade) information12/5 - after confirming ability to service with tech, confirmed Techs arrival with Tenant (Jade) via text, received confirmation via text.12/5 - Tech returned and found a burnt motherboard, is set to repair today - HRG also authorized repair of door, which has been confirmed by tech to now be working, 3 new keys were made available (1) to tenant (given directly); (1) to owner (given directly) and (1) for HRG (returned to office). As tenant was not at property when tech arrived, lock was drilled to avoid a similar incident to 12/4 entry, entry was gained (see above).12/5 - *At this time 245P it has been reported that the heat has been fixed and is in working condition. A text was sent to the tenant to confirm the heat is working and has a received response of "I won't be home until 6 but I will let you know then. Thanks".ConclusionIt is very clear that this situation is caused by lack of communication by both owner and tenant. The owner did not specify to HRG or Tenant that there are "two" (2) meters on the property until 11/26 (tenant) and 12/3 (HRG). HRG would never have been able to tell the tenant that the meter was off or even their responsibility because HRG was never informed about a second meter prior to 12/3. HRG policy is to have all utilities transferred into HRG name when a tenant moves out (this happens automatically) and will be shut off regardless of placement into tenants name, when a tenant moves in (transfer of utilities is communicated through a call center) In this case when management was transferred to be handled by HRG - utilities were handled as per policy.Primarily, the tenant communicated with the owner and the owner communicated with the tenant and both parties only gave partial information to HRG. The tenant has indicated that they would like to vacate the premises without incurred additional fines for breaking the lease. The tenant signed a contract with the Is on March 10, 2019 and the lease is up as of March 10, 2020.My DeterminationThe owner is responsible for all charges due, by not informing the tenant (Jade) has two meters for electric (Unit 5 and Unit 5B), had the tenant been informed prior to or at the very least on 10/9, this would not have be an issue. Recommendation by HRG to Owner: Owner responsibility per Owners lease is clear regarding repairs: item 10 page 2 of owners lease. It is my recommendation that the tenant provide a 30-day notice dated to January 1st, 2020 to vacate. Send this notice to both Owner and HRG, and allow tenant (Jade) to vacate without prejudice or fine as long as the tenant vacates on or before Tuesday, January 31st, 2020. Tenant (Jade) will need to drop off all keys to Owner or HRG and confirm in writing that she has physically left the premises.It is my recommendation that as long as there is no property damage and the property is left broom clean and free of debris, in good working condition that Tenant (Jade) be fully reimbursed of the owner held security deposit within 45 days of vacating the premises as per Indiana State law. *A letter of noted current condition and concern will be created (based on inspection of the property 12/5) and given to the owner to repair, tenant will be informed of any tenant responsibility of those repairs. Tenant must supply an address to forward the security deposit upon vacating the premises to both Owner and HRG.Tenant responsibility is clear regarding Utilities and Services item 8 page 2 of owners lease. "Tenant shall obtain and pay for all electricity". By the timeline it indicates that the tenant did not always communicate with Owner, PM or HRG representatives in a timely manner, therefore It is my recommendation that no credits be given to tenant toward rent or loss of premises due to lack of heat.These recommendations have been discussed with the PM and Director of Property Management. The recommendations are in no way a statement of concession by Owner, HRG or Tenant. The recommendations are being sent to the Owner for approval (or maybe declined) by owner by no later than Monday, December 8th, 2019. <*further negotiation was considered> If declined a new resolution will be discussed between Owner and Tenant with HRG as mediator, until an amicable resolution can be met.This response will be forwarded to the Revdex.com as response to the initial complaint lodged by tenant on 12/5 against HRG. 12/20 Please note this response was sent to Tenant and Owner and has been negotiated which is why is was delayed as a response.
Home River Group keep saying I don't have renters insurance. My Insurance Agent has sent them a copy of my policy to the Indianapolis & the Albany,New York offices back in April 25 2019. I've had renters insurance since April 2016.They have taken money out of my rent payment to cover the insurance, then say i'm late with my rent payment & charged me $163.50 in late fees.This is a SCAM !!!! I've tried to get this issue solved with no luck.Please help me. Thanks.
Mr. W's account has been adjusted so that all erroneous renter insurance fees and late fees were removed, also leaving his account with a credit that he can apply toward his next rental payment. Mr. W has been notified of, and acknowledged, the adjustments and the credit that is now on his account.
Best Regards,
*** H B, Director of Operations
rb***@homeriver.com
317-608-2514
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13951638, and find that this response/resolution is satisfactory to me.
Regards,
*** W
House was advertised at 975 once I applied and got approved they raised price to 1175
Mrs. S,
Thank you for reaching out to HomeRiver Group Property Management. Our records indictate that on 3/25/19 you signed a lease for a monthly rent of $1125.00 with Marketplace Homes. HomeRiver Group, Indianapolis assumed management in June of 2019 and inherited that signed lease agreement from the previous management company, and as such, maintained the same rent pricing as legally agreed upon with prior management.
If the amount on the original lease did not match what you remembered having been advertised, your option would have been to not sign the original lease with Marketplace Homes. Having signed, you legally accepted responsibility to fulfill the tenant requirements of that lease, including payment amounts and due dates.
Please feel free to call your Property Manager directly with further questions.
Thank you,
*** B
It was formerly known as Bricklane Property Management but the company is still unbaringly terrible to work with. After a 2 year lease of on time (early) payments, I still went weeks without working appliances, heat, air (in severe summer heat), etc. Their "emergency" line would not come to fix my garage door that would not close, leaving me and my children open to danger all weekend. By the time my lease was up, I still had items that had not been fixed.
The turnover for the employees is possibly the worst I have ever seen. I had asked for a 12 month renewal lease and was given a 14 month lease and the leasing manager had stated as long as I gave a 30 day notice, I would receive my deposit back as long as the house was left in good condition. I had a cleaning crew come to clean the house and was then told that because I left at 13 months (with 45 day notice) that my deposit was forfeited. I was told as long as I gave a 30 day notice I would be fine and my deposit would be returned since they did not want to do move outs in February. I will be going to small claims court as I have put up with this company and its nonsense for more than 2 years. I was also told by the owner Joshua Bangert that I would be compensated for all of the problems I had with no response from maintenance as well as the leasing manager. I never received any compensation.
Also for the record, the cleaning I personally had to do to make the home livable for me and my children is laughable given they want to keep my deposit. The yard was so filled with trash that the neighbors thanked me for cleaning up since nobody (Bricklane/Home River) bothered to do it. Busted beer bottles and razor blades everywhere in the yard as well as trash. I have pictures and emails to take to court with me.
The only thing my cleaning crew did not do was clean the oven which was a $25.00 cost that I do expect to be kept from my deposit. However, I do expect the remaining $1200.00
Hi ***,
Thank you for bringing this to our attention. I have looked into your complaint and see that the penalties for breaking your lease are clearly defined in your original lease as well as your lease renewal. In addition, there were two separate instances where you asked specifically about moving out prior to the lease ending and were informed that such action would result in the need to financially fulfill the remainder of the lease period or forfeiture of your security deposit. I have provided copies of all the related information and conversations in a shared drive file for your review: https://drive.google.com/drive/folders/1E6sjuu3MxjqiRQA8IwD7pt4jGvtVO2hV?usp=sharing
Please feel free to contact me directly at ***@homeriver.com for further clarification.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** Gu
I applied for a rental property. My application fee was paid,but I never heard anything from the company. I called to find out the status and I was then informed by a very unprofessional individual that the house had been pulled from the market due to repairs. I felt uneasy that I wasn't notified of anything especially since I had just paid my application fee. The leasing agent *** was supposed to call me the next day with an update.This never happened so I emailed the director of operations on 3-18-19. I still have yet to be updated on anything. The house has now been rented out within this past week. I haven't been sent a denial letter nor have I been asked if I was interested in anything else. The customer service within this company really needs to be looked into,but it starts with the head and if they exhibit a disconnect from customers, then so will the rest of the staff.
Hello ***
I apologize that your rental application was not handled differently. We can discuss a refund of your application fee or I can help you to look at other properties of interest. Please give me a call at *** to discuss.
Thank you,
Kelly Barton
HomeRiver Property Management
This property management group is a terrible company to rent from! Our home (the rental we live in) was struck by lightning in the middle of the night in mid-Oct 2018. This complaint is being filed on Feb. 22, 2019. It has been 5 months and our home is flooded with cold air because they refuse to fix this issue. Our energy bill is outrageously high because of this. Among many other things that need to be fixed; this is really important and it’s illegal how they handle maintenance complaints. The fireplace is now a huge fire hazard and exposing us the the elements. They have yet to fix the garage door opener, the faulty technician that ‘fixed’ the outlets did a fairly poor job and could have set the home on fire. Our home is a continual air flux because it can’t regulate the temperature. It took 2 MONTHS to get a new oven after the lightning hit the home. Now it’s broken again and I assume it’ll be another 2 months. Last year, it took almost 6 months to get another AC unit- we didn’t get one until almost June and we called EVERY DAY asking maintenance when we were getting another one. We pay almost $1500 which is ungodly for the amount of issues that have accumulated here and their lake of care. This needs to be fixed immediately.
Hi ***,
Thank you for reaching out to us about your concerns. We were made aware of the lightening strike and resulting damage on the 25th of September and sent contractors to repair the electric panel, the recepticles in your home and the outside siding damage. All of which were completed by September 26, 2018, the next day. We also replaced your oven at that time, which was delivered and installed on October 10th, 2018.
From October until February, we received no notifications nor call backs from you, until February 4th, 2019, when you stated that the fireplace had a split that was resulting from the original lightening strike in September. We sent a contractor to evaluate the crack and provide an estimate. Due to the rarity of the condition, as well as the elevated expense, we may require a second estimate, but rest assured, we are working to solve this problem as quickly as possible.
Likewise, on February 19th, you reported the oven not working. As mentioned above the stove was replaced in September and is under warranty from the company. They have been advised and will schedule a time to repair the oven portion of your stove or replace the entire unit.
Please do not hesitate to report any other concerns, that you may be experiencing.
Thank you,
Kelly BHomeRiver Property Management
As of October 2018 water started to randomly form around toilet and tub area contacted leasing company whom sent a contractor out to investigate contractor determined it was a leak coming from the kitchen and that an estiment would be sent to company to proceed going into November no follow had been made and the matter started to escalate resulting in flooding, ants and neat’s covering the bathroom I reached out to leasing company again whom again sent the same contractor out for another estiment now going into December still no update now the toilet has completely started malfunction causing water to overflow, the tub would take anywhere from 10-24 hours to drain as well as the sink contacted leasing company who then yet again sent the exact same contractor out to investigate contractor said he had summited an estiment twice already for the exact same drain/plumbing issue in October and November so I sent an email on 12/28/18 to 4 people in management Michael *** , john ***, Kelly ***, and Sherri *** advising them of this ongoing issues that may cause health hazards with mold if this issue does not get addressed at this time Sherri responded with an apology sending someone out to address the issue who was set again another contractor who only took pictures as of 1/29/18 the toilet had overflowed 4 times within the month of January causing damage to their floor title and all of my personal items that were in the bathroom I took pictures and sent an email to all 4 individuals above the next day 1/30/18 a contractor came to address the toilet situation not the water leaking from the kitchen into the bathroom just the toilet 5 minutes after the contractor left the water in the house hold was no longer working I called the leasing office and contractor who claimed my pipes may have frozen within that 5 minute window and that someone would come by the next morning after missing work and waiting no one showed contacted the leasing company via phone , and email at least 6 times on 1/31/18 with the run around and excuses I explained it has now been well over 24 hours without running water and nearly 4 months with mold forming , ants , and nets from neglect of fixing the leak/drain issue
Hello ***,
Thank you for bringing these concerns to our attention. I was able to pull the work order request records and review. I did find that on October 17, 2018 a work order was created and dispatched to our sewage and drain contractor. This contractor responded and completed the work to clear the clogged toilet complaint the same day, October 17, 2018. This was reported to have eliminated the back up from the home to the yard and everything was flushing efficiently when they left, with no leaking.
After this repair there was no further contact to report continuing issues to the maintenance department until December.
On December 19, 2018, you reported that the tub and sink drain slowly. Vender checked and found no problem. After which time there were attempts to check the flooding issue but you told the sewer and drain contractor that you did not want them to come to your home, because you needed a plumber. When you were contacted by a plumber you stated that the issue was handled by the other contractor.
January 31, upon your report of “No Water” a contractor was dispatched to your home. Indeed the water lines had frozen, much like many homes in the Indianapolis area, caused by record setting cold temperatures. The contractor thawed the line and advised you to leave water trickling to prevent refreezing. According to that contractor you refused. Water line refroze, and the contractor was re-sent and installed heat tape. The contractor asked to make an outlet available to connect the electricity and was directed to run the cord through the door.
The contractor refused to return to the home due to the abusive language that was directed at him. This was also found in the emails that you stated having sent to the 4 members of the Property Management team, including myself. As well as reported by the Maintenance Call Center Team, when attempting to schedule your requested repairs.
A third contractor was sent to reroute the power source for the heat tape required to prevent your lines from refreezing. They also located a new leak behind the toilet and made the necessary repairs and we sent a clean up team to extract and sanitize the affected areas.
While we certainly wish to have all maintenance concerns addressed as quickly as possible, ultimately success is dependent upon cooperation and coordination with each tenant. Please feel free to enter any further maintenance needs via your tenant portal or by calling .
Thank you again,
Kelly ***
Customer Care Coordinator
HomeRiver Property Management
Hello ***,
Thank you for bringing these concerns to our attention. I was able to pull the work order request records and review. I did find that on October 17, 2018 a work order was created and dispatched to our sewage and drain contractor. This contractor responded and completed the work to clear the clogged toilet complaint the same day, October 17, 2018. This was reported to have eliminated the back up from the home to the yard and everything was flushing efficiently when they left, with no leaking.
After this repair there was no further contact to report continuing issues to the maintenance department until December.
On December 19, 2018, you reported that the tub and sink drain slowly. Vender checked and found no problem. After which time there were attempts to check the flooding issue but you told the sewer and drain contractor that you did not want them to come to your home, because you needed a plumber. When you were contacted by a plumber you stated that the issue was handled by the other contractor.
January 31, upon your report of “No Water” a contractor was dispatched to your home. Indeed the water lines had frozen, much like many homes in the Indianapolis area, caused by record setting cold temperatures. The contractor thawed the line and advised you to leave water trickling to prevent refreezing. According to that contractor you refused. Water line refroze, and the contractor was re-sent and installed heat tape. The contractor asked to make an outlet available to connect the electricity and was directed to run the cord through the door.
The contractor refused to return to the home due to the abusive language that was directed at him. This was also found in the emails that you stated having sent to the 4 members of the Property Management team, including myself. As well as reported by the Maintenance Call Center Team, when attempting to schedule your requested repairs.
A third contractor was sent to reroute the power source for the heat tape required to prevent your lines from refreezing. They also located a new leak behind the toilet and made the necessary repairs and we sent a clean up team to extract and sanitize the affected areas.
While we certainly wish to have all maintenance concerns addressed as quickly as possible, ultimately success is dependent upon cooperation and coordination with each tenant. Please feel free to enter any further maintenance needs via your tenant portal or by calling .
Thank you again,
Kelly ***
Customer Care Coordinator
HomeRiver Property Management
I regret every bit of renting from this awful company even being told they were horrible I gave them chance. Different name but same crooked company. They put peoples lives in danger due to their negligence of the upkeeping of their properties electrical issues are one of the dangers of families losing their homes and some cases their lives all because they have landlords that don’t want to spend the appropriate amount of money nor hire the appropriate person to do a job that in the long run can save them money and have a happy tenant but instead bring in contractors whom shall I say never stick around (wonder why) to fix things in which the company chooses not to approve the amount but yet has a personal maintenance (probably close friend) whom fix or shall I say make the issue worst that cause an unsafe environment for the tenants...Well they have the right one this time because it needs to stop.. Me and my children been in this mold infested , electrical (Blown out Tv’s, lightbulbs, plumbing, flooding, off wall cabinets, ect) for not even close to a year and all I can say is I’m definitely not one to over look I fight for the right to live as they (Home River, BrickLane or owner) would want to live in a decent home that won’t cause harm to ones health. My monthly rent is ridiculous for the conditions of this home but I bet they (Homeriver or BrickLane or owner) wouldn’t live like this. It’s sad because it’s a lovely home that has so much potential but a company don’t want to invest in its upkeep. I’ve wasted so much money on moving in this home from deposit, 1st months rent, moving company, ect just to have to come up with more expenses to leave in which they (Home River, BrickLane, Owner) should cover knowing what I’ve been through. It sucks not knowing about that you look at a home and it’s beautiful, perfect in your eyes just to move in and there is hidden underline issues not visible to the eye but harmful. I’ve been documenting every single condition in this home and I hope they understa
Dear ***,
Thank you for bringing this to our attention and allowing us the opportunity to address your concerns through this forum.
First, we do show that you reported a problem with 2 electrical outlets buzzing, and we sent an electrician to repair those issues. According to their report, they replaced the outlets and resolved the concerns with the outlets, however, there were numerous stored items blocking access to the electrical panel which prevented their ability to further diagnose any problems at the electrical panel. The electrician asked that you remove the items so that they could return to the home, but that was not completed.
Additionally, we have records of completed repairs to your garage door, toilets, screen door lock, HVAC unit, and a replaced water heater. In all, seven different contractors of different trades have completed requested work at your property. If any repairs have not been to your satisfaction, or there are additional issues please contact the maintenance department in order to address those concerns.
Concerning the mold that you mentioned, we have had numerous vendors attempt to contact you to schedule the inspection and repairs. These are a few of the reports received back from those vendors:
"I have given many options for scheduling this work order. I am not sure what they want. They just continue to ask for additional availability."
"I have given 6 different 4 hour windows now for this work order. I believe we did the same thing last week with this tenant."
In order to complete these repairs we require your cooperation. If you are unable arrange your schedule to be at the home, we can place a lockbox allowing access. Please let us know how you wish to proceed.
Thank you again,
Kelly B
HomeRiver Property Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer
Yes, you have attempted to scheduled but I also have returned several messages letting you know that I work and have already lost one job due to taking off from schedule appointments that was set up between me and y’all and most of the time y’all didnt show up. I made numerous attempts to call y’all and speak to a manager about the situation but of course I didn’t get anywhere. I cannot be home the times that you guys have 8am-10am, 12pm-4pm. I have asked numerous times if someone could come on Saturday and no response and I have proof in which is 1 of many so don’t try and make it seem it’s me it’s yall. I’ve talk to Mike P whom came to my house in October and seen for himself all the issues and most of them still have not been takin care of. The house is completely unlivable at this point and all I want is to move and negotiate the expenses. I have records/ pictures of everything from the day I moved in. The attachments is just a piece of numerous pictures and messages I have.
Regards
Dear ***,
At this juncture we need to repair the water leak. Our contractors work business hours and require access inside your home. I am sorry if that presents an inconvenience to you and your work schedule, but we cannot allow a leak to continue to damage a property attempting to accommodate your personal schedule.
A lock box has been placed with a 24 hour notice to enter. A licensed plumber will be at your home at 8am on Monday, to inspect and provide an estimate to repair the leak that you have reported. Please know that your presence is not required and all of our contractors are licensed and bonded. Your cooperation, however, is always appreciated.
Please be advised that Security Deposits are resolved after the term of the lease and subject to resident fulfilling all obligations.
Thank you,
Kelly B
HomeRiver Property Management
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The only reason you put a lock box on there is because I stopped paying my rent due to all the issues and repairs that need to be done as you can see in one of my documents this been an on going issue since October 16th, 2018 so you had 3 months to come and fix the problem with me fully cooperating. The manager himself came in to see the problem so if I wasn’t letting you have access how did the furnace get fix then burn and smoke, how did my garage get repaired then turn around and come partially off again, along with others. This is so ridiculous I tell you I can not take off work and ask if you could come on Saturday and any other time there is no problem but now that I stopped paying the 1400.00 now you wanna put a lock box on my door as if I’m not cooperating..I have dates, proof, witnesses, and pictures with receipts.
Regards,this
I rented a home from this company for a year and I should have known by the way the conduct the viewing of the home that it was not great. I had trouble with things from the first day of move in. It took forever for them to have some of their unprofessional vendors to come and fix anything. My break of the iceberg is when the home had a gas leak and it took them over 3 days to get in touch with the homeowner to purchase a hot water heater as that is where the leak was from. I was calling everyday to the maintenance line and they were given me the run around the whole time. Then they had the audacity to send of the most unprofessional plumbers out to address the issue in which all he did was replace the hot water heater and blame me for not telling him about checking the gas pressure before he left. I had to take off of work to go to the home office and I thought they seemed to care but they didn’t because I clearly told them not to send the same vendor back to my home. I was calling the main office and no one would answer my calls or return my call. This was highly frustrating as I was without gas for over a week, so no hot water and no way to shower, was clothes, or even cook. The never offered to take anything off of my rent. I was greatly disappointed so I decided not to renew my lease.
This company just sent me a disposition of the move out inspection, and when I say the things that they “found” were ridiculous. I have a full video of the home and the condition I left it in after I moved out. And the things that they say were “broken” or not “done” were clearly done. They are charging $50 for wall touch ups, not just one wall but $50 for every way. They will be wear and tear from living at a place, but I cleaned the walls and removed nails as instructed in the lease. Appliances were cleaned and so were carpets before moving out. I just think it’s ridiculous that they feel that they can take half of my security deposit and the house was left in better shape than it was when I moved in. The only thing that I can agree with is the broken blind. I have emailed the company about these concerns and to let them know that I have a video showing where I left this place in great condition. I am lost at what to do and hope that this never happens to anyone else renting from this terrible company
Dear ***,
Thank you for your questions and the opportunity to respond.
First of all, we are very sorry about the gas outage concerns that occurred. We did send the same contractor because having completed the first attempt at repair they had the best knowledge of the issue and therefore the best ability to repair the concern and restore gas service to your home.
Since gas service was in your name, we would not be notified if there were a concern with reconnection after the initial repair. If the gas company communicated that they could not restore gas due to a leak in the system, we would need that communication passed forward to the maintenance department, and then to the contractor, so that immediate attention could be provided to correct the concern.
I believe that the contractor was trying to convey that need to you, when asking why you did not call back to inform them that the install did not pass the gas inspection leak test.
Concerning the move out inspection and decision to retain a portion of the deposit: Overall the home was left in good condition, and there was a noticed effort to clean upon moving out of the home. The standard of cleaning and repair upon move out is to restore the property to like condition at the time they moved in. This is typically a more detailed undertaking than cleaning house, and sometimes proves to be a more costly process than realized by tenants. We understand the concern expressed, which is why we follow the requirements and guidelines set forth under Indiana Landlord Tenant law.
To arrive at this condition, we utilize the move in condition report which is completed by the tenant upon move in, and compare the conditions noted by the tenant upon move in to the conditions found upon the tenant moving out. Needed repairs and cleaning are noted on the report, and charges are itemized and assessed as required under Indiana Landlord Tenant Law. These charges are then deducted from the tenant's security deposit, then the refund is prepared along with an itemized statement of deposit account showing these deductions. At that time the refund and statement are provided to the tenant.
These are the procedures that were followed, and while we understand the home was left in overall good condition and appreciate that effort, there were items which required additional services and repair, which under the lease terms are the financial responsibility of the tenant.
Thank you for the opportunity to clarify these concerns,
Kelly B
Brick Lane Property Management
I put in a maintenance order on September 24th 2018 for the water softener tank in the home that I am renting, I did not get an answer until I called them back 3weeks later and today is October 25th and the softener tank is still malfunctioning and running water. No one will talk to me verbally just through emails when I have asked for some to call me, property manger stated that owners said they didn't put tank in the home but I have proof they did & for that reason they stated that they won't have it fixed but will remove it but it is still in my home 30days later!
Hi ***,
We have always appreciated your leasing homes with BrickLane and are grateful for your feedback. My apologies that this water conditioner caused you discomfort in your new home.
Please know that we were making every attempt to find a solution. Our initial desire was to have the unit repaired but discovered that it was a rental unit left behind possibly by a previous tenant.
I was recently informed that the unit was removed and the running water sound and the leak were eliminated. Please let us know if this is not the case. Again, thank you for your understanding and for being a loyal BrickLane resident throughout the years.
Thank you,
Kelly B
In May 2018 I signed a 2 yr lease with Brick Lane Property Management. Immediately I began to notice a few issues in which I considered to be minor(ie leaking running toilet) which per their company policy I submitted written req for repair. This req was made approx. May 21, 2018; I received conformation via email the req would be assigned to a repair vendor. Towards the latter part of May I noticed several more issue that need prompt attention. The leaking toilet was now leaking into the basement; the basement would completely flood when it rained ,the kitchen sink and dishwasher also began to leak and flood. The initial req for repair when unaddressed as the person Brick Lane sent out stated "he was doing an appraisal of the house for possible sale". I continued to call Brick Lane and submit written request for repair as the leaking issues became more of a concern. To present, I have continued to call and submit written req for the leaking stagnate water in the basement and remains. Brick Lane recently sent out inspectors to see "the estimated cost of the water damage"but no repairs have been made. I have submitted request in May, June, July , August and September to no avail. My concern is the well being of my 5 children, of which 2 have been diagnosed with respiratory issues. Mold is a huge concern, as the water has remained stagnate for several months now. All of my belongings in the basement (including washer and dryer) have water damage. PLEASE HELP me and my family get the appropriate repairs made for the health and safety of my children. I have continued to fulfill my signed commit to pay rent as expected per month in-spite of these substandard conditions.
Mr.,
We regret to hear that your maintenance request has not been fulfilled to your satisfaction. We have escalated the issue and will have a repair team schedule a visit with you today. The maintenance log shows that we have completed 4 maintenance tasks at your home since June, and hope to have any additional concerns addressed and completed for you by the end of the week. Our maintenance team will be in touch with you to verify your satisfaction with these maintenance concerns.
Regards,
Joshua B
I began renting from this company Feb 2017. From the time I moved into the home, I immediately had issues. All of the requested move in items still to date have not been completed and it is November 2017. My first complaint for the toilet was in March, continuously until May when they finally had someone come to complete the work. This was after numerous unreturned phone calls and emails to the property manager and maintenance manager.
In April I had a leaking fridge leaking water all over the floor, leaking dishwasher in July, leaking water spicket continuously leaking water, garage door broke while in mid air and left my home and personal items open to getting robbed. This company took weeks to call back and / or fix the situation. The after hours number is a complete joke, nobody ever calls you back in an emergency situation. I had to have my family come to fix my garage door to make sure my kids would be safe from possible intruders.
In July my oven went out and wasn't fixed for over a month. This past Monday I called about my fridge not working and I have called, emailed and placed a maintenance request online. Today is Thursday and nobody has called me back nor come to visit the home for repair. I finally got an email back from Laura Taylor the property manager who said she would look into it. That was Tuesday, still nothing. I pay way too much in rent to not have maintenance items fixed immediately. I have rented several homes and never had such a poor response time and urgency to fix the matter. If I was a homeowner, I would never use this company to manage my property.
Hello,
We have been consistently working to make sure that any open maintenance has been addressed and completed to your satisfaction. In this particular situation we have had to work with a third party home warranty company that has not been as responsive as either of us would have liked them to be. We have addressed all maintenance items within our authorization to repair, and have sought to have the only open issue not yet addressed (replacement of the refrigerator) completed in a timely manner. We appreciate you as a resident, and if there are additional issues left unresolved we are standing by to make sure any needed maintenance is completed quickly and to your satisfaction.
Best,
Brick Lane Property Management
They had an excellent sales pitch, which was not followed up with action. They were only interested in collecting rent and late fees. I sent them money in March for repairs along with insurance company recommendations. In June (three months later) they sent someone out to look at the property when I notified them I was in town and expressed my displeasure. They did get back to me, and I submitted revision. To date nothing has been done. A tenant should expect working light switches, a roof that does not leak, no broken window panes and to have the wall repaired from the leak. Money was not an issue because I sent them the money in March. They collected the rent and late fee, but did not perform. The late fees should be returned to the tenant, as well as any excess above the monthly service charge to me because of lack of performance.