ComplaintsforHome365 Property Management

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Due to two instances of non-responsiveness for needed repairs that made a property unlivable, not being notified several times of repair requests by tenants, and many cases of accounting errors, I requested a termination of our property manangement agreement with Home 365 on 2/22/23, to be effective on April 1st.On March 20th I was locked out of the Home 365 portal, unable to access my statement for the final settling of my account. On April 7th I was told by customer support they could not grant  me access to the portal. I requested that they email me the detailed statement that I need. I have not received it to date. I requested *************************** assistance by phone and email on April 5th. He's the only Home 365 contact I have I was able to reach by phone. On April 12th I requested that *********************** deposit the security deposits they are holding for my tenants via ACH. ***** has not responded to my repeated requests. On May 11th I received an email from Home 365 claiming they owe me a different amount for the security deposits, I provided documentation showing the true amount. I specified that I do not wish the money be snail mailed (a stall tactic) but rather sent via ACH as Home 365 has done until know for all monies owed me. There is no reason to delay returning these monies to me that Home 365 has been holding in escrow for my tenants.

  Business response

  05/17/2023

  Attached is why ******* has received the full deposit and we had asked her to confirm she received the check but has not yet. Although the receipt shows $2990 for ************* for security deposit, in February 2022, the owner received and $1495 of that as January Rent. ******* can see the tenant ledger attached and her own statements to ensure we only kept $1495 of the payment as security deposit and the rest was sent to her. Therefore, we returned the entire amount and need confirmation of this. 

  Customer response

  05/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I did NOT recieve $1495 in Feb 2022 as a partial security deposit. This was a Home 365 accounting error that was resolved. I am attaching copies of emails and a ledger detailing this issue and its resolution.
  
  This is another example of Home 365's incompetent accounting practices, one of the reasons I decided to terminate their services.
  
  Case in point, if I had received a $1495 security deposit in Feb 2022 (which I did not), then the amount owed me by Home 365 would be $1495 + $1395 for the other property = $2880. But I got an email from Home 365 on May 11 stating: "I looked into your account and it looks like you are owed $2,568. This amount has been sent to you via check. We sent you $483 on April 10th, can you please confirm that you received this? In total, you will have received $3,051 from Home365 for your security deposits."
  
  My reply: "This is so typical of Home 365 to give me a bogus figure of $3051 for the security deposits. Where did this figure come from? Bizarre. As of March 15, 2023, I had a $350 balance with Home 365 for ************* I had a balance of $166.30 for ******************************* I was expecting the total of these balances, $516.30, to be deposited to my account in April. Instead, I received the $483 you referred to, which is a shortage of $33.30. I need a statement explaining this difference.  From March 20 until today I have not been able to log into my portal to see an explanation. *****, the $483 had ABSOLUTELY nothing to do with the security deposits money owed me."
  
  I'm attaching a copy of this email exchange as well.
  
  Regards,
  
  *****************************
  

  Business response

  05/19/2023

  Even if the funds were labeled wrong ******* still got the funds in February just labeled as "February Rent" when it was meant to be labeled "Security Deposit" and then the tenant was back charged for first months rent. This is clearly explained in the emails labeled 2022-4-22. We re-charged rent to the tenants (which the owner got) and she received a payment for the month of February that was just labeled wrong. Regardless the amount drawn from the account adds up to the security deposits. 

  Customer response

  05/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because: The tenant ledger provided by Home 365 has no bearing on what money I actually received in my checking account.
  
  What Home 365 needs to provide is my Property Owner Statement which tracks rental income, fees and costs charged to my account, and draws sent to my checking account. 
  
  I repeat that Home 365 has locked me out of access to these statements as of March 22, 2023.
  
  $1495 security deposit was NOT forwarded to my checking account via ACH in February 2022.
  
  I am attaching the February 2022 bank statement for this account, the only one that HOME 365 has access to pay me via ACH. 
  
  The statement shows ZERO deposits from Home 365 in February 2022.
  
  I never received a paper check in the mail for $1495 either. I invite Home 365 to provide the canceled check to prove otherwise.
  
  Home 365 has also disregarded my previous message regarding my Property Owner Statement that I repeat here: 
  
  "As of March 15, 2023, I had a $350 balance with Home 365 for ************* I had a balance of $166.30 for ******************************* I was expecting the total of these balances, $516.30, to be deposited to my account in April. Instead, I received the $483 you referred to, which is a shortage of $33.30. I need a statement explaining this difference.  From March 20 until today I have not been able to log into my portal to see an explanation. *****, the $483 had ABSOLUTELY nothing to do with the security deposits money owed me."
  
  Despite this, today Home 365 has sent via ach $2652.30 into my checking account. This is NOT the full amount due me to close this issue. 
  
  I repeat, "if I had received a $1495 security deposit in 2022 (which I did not), then the amount owed me by Home 365 would be $1495 + $1395 for the other property = $2880 in security deposits. Where did they come up with $2652.30?"
  
  The above is a glaring case in point of Home 365's incompetent accounting, which is at the heart of this issue.
  
  Home 365 needs to provide a valid statment of my Property Owner Account which I have been requesting since March 23, 2023.
  
  In the absence of such documentation from Home 365, here is a simple accounting of the amounts Home 365 owes me:
  
  The amount I am due for the security deposits is $4385 broken down for the 2 properties:
  
  Security deposits:
  *************************************** $1395
  ******************************************* $2990
  
  My property owner balances as of March 15:
  *********************************** $166.30
  ******************************************* $350
  
  Grand total $4901.30
  
  Minus partial payment for owner balances received on April 14, 2023: $483
  Minus partial payment for security deposits received on May 22, 2023: $2652.30
  
  Outstanding due: $1766.00
  
  Regards,
  
  *****************************
  

  Business response

  05/23/2023

  We recommend in order to get this taken care of in a timely manner ******* book a meeting with *** our VP of the Customer Success department since her access to the portal has been locked. On top of that a meeting will help ******* better explain the situation to a decision maker. ***s link is: *************************************************************;

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently renting a apartment from home 365 that is infested with mice, bedbugs and roaches, and they are refusing to exterminate. I have a sewage problem where the toilet keeps flooding feces. As soon as you plunge, it comes up to the tub and the sink. Home 365 stance is extermination is 10 minutes responsibility. However, I just moved in and the big bugs were there.

  Business response

  05/02/2023

  If the tenant has proof that the bugs were there at move-in, we would be happy to relook at the situation. However on the lease signed it states tenant is responsible for pest control and extermination which this would fall under. If tenant has a sewage issue all that needs to be done is submitting a maintenance project through the portal with a 10 second video and a vendor will be assigned to get this fixed. 

  Customer response

  05/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Condition of apartment building when I moved in  shows unsafe, unsanitary and unlivable conditions to which should show that the proper maintenance was not kept on this building. Per the exterminator that inspected For the mice n other rodents condition to be as bad as it is, should show negligent that the bedbugs were previously there. The conditions of this building are in violation of the warranty of habitability and that can not be waived at anytime. Further I was in a stressful situation and I was recovering from a assault where I was shot 4 times and recently had a major surgery performed before the signing of the lease so I was on the heavy medication at that time and nit in my right frame of mind. Under this plight if the situation was different and I was not on the medication I would not have signed the lease to a building with so much cosmetic issues tht it would caution a normal person to not subject there self too.

  Regards,

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

  Business response

  05/05/2023

  Unfortunately, the lease signed by the tenant states  that they are accepting the property as is and that when signed they agree it is a livable condition. We are sorry we cannot help assist further in this matter, however based on the terms of the lease we are unable to cover extermination services. If the tenant would like to submit maintenance projects for any other issues they may be having, we would be happy to look into them.

  Customer response

  05/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the Implied Warranty of Habitability,states landlord must MAINTAIN livable conditions. This clause can not be waived. From the exterminators finding this plight has been on going for some time now.
  
  Regards,
  *************************
  

  Business response

  05/10/2023

  Unfortunately, since we are unable to provide an exterminator due to the lease, it would be the tenants responsibility to keep the property habitable under these circumstances. It would fall on the tenant to get the exterminator work done. There is nothing that Home365 can do besides for let the owner know. 

  Customer response

  05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the condition of this building violates tenant rights
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mon, Apr 17 2023 at 9:59 PM $51.51 They were supposed to run a credit check and look over an application for a rental.They did not run a credit check then denied the rental for false credit information which the money was to pay for the credit check.No.rental application is for *********************** They clearly never checked my credit history and just took my money.

  Business response

  04/20/2023

  Every application submitted is run through a background check and credit history immediately. We have ********** help us and before we even see the application, the credit score is ran. *****' credit score is under our required 600, therefore it was rejected. This information was emailed to ****************.

  Customer response

  04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  They never ran a credit check, its well above the minimum.
  
  Regards,
  
  ***********************
  

  Business response

  04/24/2023

  Unfortunately, since we cannot confirm the identity of *********************** over this platform we are unable to share the credit history that was pulled. However if they would like to reach out to TransUnion. The third party credit company that provides us these reports can share what score was pulled and also any other factors that effect a credit score to be below our required amount. 

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid security deposit and 1st months rent totaling $2336.41 to move into a property in Pottstown, Pa on March 10, 2023. As I’m writing this on April 13, 2023 I still haven’t moved into the property. There’s a cable line that needs to be hooked up to the house so I can have electricity and actually move into the property. I’ve contacted them several times and for a while was very patient with everything. Nobody gives you any information or updates at all, it takes days for anyone to answer you. I’ve just started my experience and this is what I’m dealing with already. Should have read there reviews first definitely wouldn’t have rented from them, was just to excited to move out.

  Business response

  04/20/2023

  We are sorry to hear about ****'s experience. Upon seeing this review we escalated this to a manager and director to get an update and continue working on the project to get **** moved in. I see that **** is in contact with our customer support team who, after he reached out, is giving him updates. 

  Customer response

  04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a rental unit through Home365 with the lease beginning in January 2022. My rent was $1750 plus $50 for utilities. So, in total, I paid them $1800 a month - never late and always included the $50 for utilities. However, I came home from a trip on Saturday (3/25) night to find that I have no water -- even after paying them monthly for water. This is not a third-world country and I paid them for something that I now have no use of. Also, I am having a hard time speaking with someone at Home365 regarding this matter. I went to their office today (3/27) after they opened only to be told that they don't pay water. The girl at the front desk said that they pass that money on to the owner to pay. The only thing is that I was never told that I'd be at the mercy of the owner or that that was how things would operate. Can you all please look into the matter as no one should have to live like this?

  Business response

  03/28/2023

  We sincerely apologize to **** for the situation. We have contacted the owner who stated the water would be back on Today, March 29. Please note in an emergency situation like this tenant's can call our emergency line at ************ and speak with a live customer support representative. We are working to get this issue resolved as quickly as possible for ********* 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Home365 for the company to manage my property on 10/21/2022. My effective date was 11/1/2022. I had an existing tenant at the property that was set to leave on 11/30/2022. Home365 collected November's rent. My property has been vacant for 143 days! I have had a plethora of problems with Home365 starting with the team uploading horrible pictures of the property. The whole team is horrendous at communicating, and they will simply ignore and not value your time. After I told them that no one would like to see the property with those pictures, they finally retook the pictures for more effective advertising. After they took these pictures (mind you this is part of the onboarding process, to begin with) they had the audacity to charge me for the pictures which were taken months after the property was listed. After I told the team that I thought it was unfair for me to pay this, they said that they are doing this to "all of their properties". This is yet to be proven. Electricity in the building was off for a good part of December. Granted the showings could have been during the daytime. But it is more likely people came to see the property after work (evening time). How could the prospective tenants select my property if they can't even see it properly? Keep in mind this is mid-winter. I had to inform the team about this after I physically went to the property and get the light turned on. How crazy is this?? Also, Home365 is committed to maintenance work. After weeks of asking for more details and a "before" video which is promised. They uploaded a bulleted list. I gave up and paid since I wanted my property rented out. The work was "complete" and they uploaded an "after" picture which does not confirm any of the work that was completed. This was done 2 months ago, I am still waiting to receive confirmation!I signed up because I was told that I would get a rent guarantee (RG). I was then told later that I am ineligible for RG since the tenant "moved within 90 days of the effective date". I don't see this anywhere in the contract and I have been trying to fight my case with facts and the contract, but the team has been completely ignorant and is unable to point to me where in the contract supports their claim.

  Business response

  04/04/2023

  This situation has been explained to ****** in great length by both our Managers and Directors. We are currently working directly with the owner on the resolution, however stated in the Owner contract, rental guarantee does not start for 90 days after enrollment. At this time Ashish did not qualify for rental guarantee due to our exclusions seen in section 3.4.4 here: *****************************************************************************. We do apologize for the initial communication and marketing problems ****** has mentioned and these have since been reconciled. Again, we are working on the right solution for ****** in this situation as we understand the frustration and thank him for his patience. 

• Initial Complaint

  03/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have taken service from Home365 for our property in Pittsburgh, The Tenant stopped paying rent after 2 months as the tenants water supply was stopped as backwater flow was not done by property management in spite of me reminding them in January. The tenant also complained of the water leakage from the toilet which they did not respond for weeks Though I have sent the issues thru email and have called their emergency line no body contacted me to get the issue resolved and get my rent. I wanted Home365 to refund the service charge they have taken for 2 months as they have not provided me any service. Moreover I would also like to come out of the contract because of the performance issues without any penalty

  Business response

  03/28/2023

  From our system is looks like ****** and our management have come to an agreement to refund one month of management fees, make sure the tenants get a welcome notification, and work on the restricted account for payouts. We apologize for an inconvenience caused to ****** and hope everything was sorted out with *********** 

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have rented from Home 365 for over a year. Two months ago I renewed my lease. A week or so ago I emailed them requesting paperwork and never got a response two days ago I paid over three thousand dollars including what they said was past utility bills, to avoid eviction. These charges are sketchy at best and fraudulent at worst they are in accurate and this is proven in the break down provided because there are multiple charges for the month of July. Today I received an email stating only that the property I was interested in was no longer available. Not move out instructions or anything else. I have emailed the company for clarification as they do not have a direct contact number and even calling the emergency line for me no where. I have a newborn baby and really cant afford to move after handing over 3000 to this company last week not only that I know for a fact I did renew my lease and asked for the papers via email I've attached copies of the relevant emails I really need help

  Business response

  03/10/2023

  We see that ******* has put in a ticket about the email that was received and it was explained this email was an error. Also the lease does state that the tenant is responsible for all utility payments, which is why the water bills were added. We would have worked with the tenant on the addition of all the water bills from prior months if the tenant would have reached out before payment. However no more back-billed payments should be added to the ledger moving forward. 

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  **********/** leased our apartment to us It’s **** ***** **** ******, Philadelphia We had many occasions of issues not getting fixed for weeks such as water leaking through my ceiling, dish washer issues that got pushed under the rug, my dad had to replace a garbage disposal that was not working because of weeks of no one answering, he also replaced the sink because it collapsed under itself. We went two weeks with no hot water, then in the winter we went two weeks with no heat and had to stay back at home during this. Our one roommate stayed there for the entirety because of having nowhere else to go. In the end my roommate decided to not pay the last 2-3 months of rent, which is understandable. What happened was they took all of our security deposits as collateral. I can get past that, the problem is several of us went to the house and deep cleaned it before we left and they are now trying to charge us 300 more per person for a cleaning fee AND to replace the “broken” garbage disposal which I had previously mentioned is brand new and replaced by my dad who knows what he’s doing. Also they claim the smoke detectors are missing which is not true. We took them down because of the frequency of them going off, that’s our risk, not theirs. They were still in the house. So dealing with all of this and then getting charged more I believe this is a huge issue. In the end all I want is my roommates and I to be expunged of those cleaning fees. They already took 800 dollars from all of us because of our roommate. I don’t want to give these people anymore money. Also I cant get ahold of them to fight these payments because no one ever answers the phone. Thank you.

  Business response

  03/06/2023

  We have removed *****'s collection account and reached out to him with an update. The tenant owes no money to Home365 and should stop receiving communication as well. 

  Customer response

  03/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gave notice and moved from house that was under threat of being condemned by York City for codes violations. Address was *** ** ********* *** York PA *****. Moved out December 1st. Got email from Home365 in January about $1150 security deposit. Confirmed address of where to send deposit. Have yet to receive deposit. Noone who works there responds to requests for updates other than canned corporate responses "we will research this and get back to you" or "I will forward this to our deposit department" My next call is to my lawyer to start a civil suite.

  Business response

  02/23/2023

  As confirmed *******'s security deposit was resubmitted to be sent out and has been sent out. If ******* does not receive the check by the end of February she can reach out to Contact@home365.co to receive a response. It does look like ******* was helped by a representative who confirmed it was sent. We are unable to give out check #s but if ******* would like to follow up on that ticket she is more than welcome to do so. 

*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. ↩