HavenBrook Homes
reviews and complaints

This company does not even deserve A star Since March 15 of 2021 a pole outside of my carport was dry rotted and fell and hit my vehicle which caused the damages to my vehicle I reached out to this company the day of the incident and no response or no email I have been calling leaving voicemails on the property managers Direct line also went on the companies website and put in work orders when the property manager finally reached back out to me it was a week later she advised me that she did not see any work orders placed on the portal I advise her I do have a confirmation and I will be sending it over to her email which I have done I have also sent numerous of pictures of the damages to my car along with the pole that fell from the house when the property manager reach back out to me she advised me to call my car Insurance to file a claim when I reached out to my car insurance "Travelers" they advised me that the insurance Has to be filed under their property damage or else I would have to come outta pocket and pay for damages and which I should not have to pay anything for Negligence of the Property not been inspected, still til this day no one has been in contact with me about fixing my vehicle or even caring about there Property This has been a hassle I have asked for corporate number I called up there the young representative was very rude and had poor customer service and told me she was going to block my number from calling. I have been living here one year and three months and never been late on a rent payment but this is the thanks that I get for advising the company of damages done to my car because of dry rotted wood

10 days ago I contacted the management company who oversees my home Havenbrook Homes about there being another leak in the ceiling of my laundry room. It's done this a couple of times over the years and they'll send someone out days later to stop the leaking and that's it. This time the water began to pool into the ceiling and not just coming through the light fixture and still NO ONE has contacted me. I've called, left emails, and have continued to put in work orders with ZERO response. In fear that the HVAC until would fall through my ceiling at any moment causing more damage than it already did, I had to contact my own contractor to cut the ceiling and remove all the damage. In doing so he's discovered both asbestos and black mold. Which has been there for quite some time and explains why we have so many respiratory issues here and why I have asthma attacks literally on a daily basis and most likely why I ended up with an abscess on my throat and had to be hospitalized for 4 days! I've had this leaking problem every summer that I've lived here. The drip pan has several holes in it and the house is leaning so this will continue to happen as long as it's not properly fixed. In doing my research on this company I've seen several complaints about very similar issues with black mold and just leaving tenants to figure things or they have to move. With the housing market being the way it is right now we're unable to move. I ask that everyone share this to get the word out about this company bc I am not the only one who has suffered from their lack of maintenance on their properties. I truly don't see how they're still in business and haven't been sued yet. I have children in my home, one being a baby and you treat people this way. Smh

This has been the worst rental experience EVER! I have been asking employees of the Havenbrook Homes location in Roseville, Mn to evaluate and cut a tree in the back yard of the home since May . The tree is overgrown and the branches are growing into the power lines in the backyard which makes it virtually impossible for children to play outside in the backyard without the worry of one day the branches on the tree snap the live power line and ultimately seriously injure one of my children, on May 28 My 11 yr old daughter and myself was walking in the house to get out of the storm and a branch fell and hit her on the shoulder close to the neck, thank goodness she wasn't seriously hurt, after contacting Havenbrook homes again and several emails asking for a tentative date to get the repairs complete I was sent emails that appeared to be in retaliation due to my request, I had Bonnie Burlage the property manager in June email me and state that I couldn't have a trampoline or small pool in my backyard and it would need to come down immediately per the landlord tenant handbook however these things had been in my yard for close to 2 years and never addressed until I requested repairs be done. I have emailed them repeatedly asking on a tentative date and as of today no reply or date given. It took them over 5 months to fix the shower when the hot water valve stop working so we had to take cold showers in the winter, and 4 months to replace the Dishwasher after it broke. The entire staff is rude, and lack communication and customer service skills. The issues have not been addressed and with COVID-19 my children are unable to play outside in the backyard due to the concerns of being hurt or even worst killed. Disappointed is an understatement

Waiting on our security deposit why I really don't know why we have to wait to receive anything we was prompt on everything we had to do to send them our deposit but it seems like when it's time to return it it's not their priority I was told by some many people that they don't like giving deposits back but I was giving them the benefit of doubt praying that we it our deposit soon cause the house was rented out right after we left and we left on the 21st of May here it is July 3rd no deposit this has to stop I have always gotten my deposit back on time in my state why does this state or this company not like to give people back their money and nobody does anything about it but just send them responses I was told by email that we were getting our deposit this week well but where is it it don't take five days for us to get mail from Georgia we just want what we gave to them keys garage openers and all were returned back to the company house was left in a better condition then when we moved in so I have been trying to have patience but this is kind of ridiculous no wonder why I see so many complaints on here is it a Georgia thing or just a Haven brook Homes thing I don't know it was our first experience living in that state so I'm really disappointed in the response from the property management she didn't respond much about our deposit when we left I got a response from another manager within the company which I found his email on here and he told me this past Saturday that it was processed and being sent out this week so where is it Haven brook got to do better the consumers is why everyone has jobs just like at my job our customers are the reason I have a job so I want to satisfy my customer you got to do better by your consumer Haven brook Homes in Georgia

I like others wish I didnt have to leave a rating. I did not think it would come to this, me reporting a company to the Complaintsboard.com. but this is crazy. I have been living in one of Havenbrook Homes for over 5 years not once was I late with rent, but we had so many issues, The latest is two fold. On June 25, I received a water bill for 716.00, I contacted maintenance, called property manager on the same day. Of course they do not answer the phones (property managers) The guys finally came out 7/2 and stated that a pipe busted and water in just sprewing out in the crawlspace where another vendor did some repairs (air conditioning) and we are without that. I did not see them again until 7/16 when repairs was made, but now my water bill has gone up each day this was not repaired from 6/25/7. The current water bill is 889.00. I informed my property manager that I didnt think I should be responsible for this. On 7/21 she asked me for copy of bills showing to show what I usually pay monthly which average 30.00. I sent them and even though I email her everyday not one has been answered. I found another employee email and he did not respond either. I sent a complaint on their website under the contact us and no response. I am an diabled senior citizen and do not have this kind of money so now because of them being non responsive I have to beg people to lend me the money. I cannot afford to let my water go off, there is a minor and another disabled person living here. This is by far the worst situation I have had and believe me over the years there has been many. The air conditioning is another issue. No air! A business should not be allowed operate like this, taking advantage of people. I would never recommend anyone to move here, if i had my good sense I should have read these reviews before moving here. Now I am stuck in a battle with no one, because no one will answer my questions.

I have been having issues with getting a possum removed since around September . They only want to send a contracted company out that doesn't go in the attic per Lisa from *** in royse city tx. Furthermore this company is on the other side of dallas which means they are over an hour away. *** has been to my home 2x and has removed 2 possums. However there is a baby possum stuck in my attic in the ceiling and walls of the master bedroom. I asked for a contractor that can come out and go in the attic. Crystal from Havenbrook homes said this *** do go into the attic and i told her they told me they dont go in the attic. So Crystal refuses to find another company to come that removes rodents from the attic. So then *** contacted me again yesterday saying that someone can come out on Thursday i told lisa from *** that i am not taking anymore days off work I was off Mon and Tues they could have came then. Lisa from *** said they only have guys working in my area on Thursday and she will ask for the contract to be reassigned. I said ok. THEN Crystal emailed me and said they do go in the attic and they can come out on Thursday. I told her again I work Thursday and cant take anymore days off. She told me after speaking with upper management they decided that i could hire someone to come and i will be responsible for damages caused by the other company. I told her ok. But i will NOT be responsible for any damages caused. So now the guys that came out to repair the roof where the possums are getting in at are no longer coming because Crystal called Jeff with J's roofing and told him to hold off until the pest are under control. So once again I am back at a stand still with maintenance issues and nothing is being resolved...I have CC via email all of the upper management that's supposed to be in corporate and still nothing if you need to rent a home this isn't the company to choose.

I was a renter with Havenbrook for about 1.5 years. They bought out the company that previously owned the house I was renting in Memphis, TN. I had no issues with the prior company, but the minute HBH took over, they found every excuse to not fix anything. I think they rejoiced with the onset of the pandemic. They refused to fix anything that "they" didn't define as an emergency. I replaced so many things on my own from the spring for the garage door, the patio wood door, the gutters twice once the company I paid to clean them out finished. I asked how could they possibly fathom to raise rent during a pandemic after not fixing any maintenance issues and I was told BY LAW TEHY ARE ALLOWED 5% INCREASE EA YR.. but by law you are also required to repair items. I found a new job and moved out of state. Notified within the 60 days, paid rent through the final date, cut/edged grass, cleaned house, cleaned carpets. .. but somehow they have the nerve to think I still owe them $336 after keeping my deposit. They nickel and dimed me on the check out form that no one could meet me to walk through until AFTER I was back out of state. Lastly the prior rental company and I had an agreement to lease to own. I paid a higher price above the regular rental charge to go against my down payment when the wait period was over.. 12 months. HBH took over and increased my rent above the Lease To Own cost and not the regular rental charge and emailed, OH WE DONT LEASE TO OWN. I have a lawyer looking over all my agreements and pictures I took and video at move-out. Being a divorced single mother of a special needs son, I wanted to go the lease to own route to get my credit back on track after a messy divorce and medical obligations that caused me to get further behind on my bills. This was supposed to be my chance to get some normalcy back.. instead I felt as if I was rode hard and put up wet. HBH.. do yourself a favor and find another company. They aren't fair and are only about money... not to mention it appears each city office has very unprofessional people running things. And I AGREE, I have NO stars for this company.

Rented with them for 2 years, the only reason I didn't move after the first year was because of covid. They are extremely unresponsive. I had to reach out to them asking if they required 60 days notice before moving out and it took weeks to hear back. Then I said I would renew if my rent stayed the same and they approved this, but then still sent me a renewal with increased base rent. I followed the move out instructions, including the cleaning list, exactly- still I had to send multiple emails to get a response/confirmation that they received my email that I vacated. I was wrongfully charged over $1000 from my deposit, and they didn't even send me a statement/summary of the charges until after I tried contacting them about it multiple times via phone and email. The statement showed that they charged me for many things that were broken when I moved in and they had specifically told me that they had documented. I spent a significant amount of time, energy and money repainting and cleaning before moving out- because I was worried they would try to do something like this- and they still charged me $400 for paint and cleaning. I have requested to know what was painted, what was cleaned and what "bathroom damages" were because the statement doesn't give any details, and they will not respond. I am very glad I took videos of everything when I moved in and when I moved out (which clearly show that I was wrongfully charged for damages present when I moved in, and the conditions being the same if not better when I moved out), but ever since I sent them my proof and requested reimbursement they will not respond. It has been over a week since I have heard anything from them. We want to try to resolve the issue without a lawyer/legal action but they are just ignoring me now that they know I have proof so we are now preparing to have to take legal action. They also sent many alerts about not doing any non-emergent maintenance during Covid and never sent out anything about resuming non-emergent repairs, and also seems like they charged me for things that are within normal wear and tear when living in a home for 2 years. Overall I agree with the many reviews that say they only care about money, and not their tenets.

Very disappointed and ready to take legal action. Literally send the below email several times. WITH NO RESPONSE.

This is my 3rd email in regards to the deductions that you/ HavenBrook Homes has withheld from our deposit.

Per your move out guidelines (attached here), that we followed each step explicitly.

On Aug. 16th, I emailed *** to schedule a move out walk through for Aug. 20th. At that time, she replied with "We are not performing move out inspections with resident's present. Please email me once you have vacated and confirm where the keys were left."
Which of course forced me to take photos of everything. As I mentioned previously, I am more than happy to submit to you.

Charges:
Floor Cleaning $475.00 - The house only has carpet on the stairs and upstairs and were professionally cleaned (invoice was send to you via email on 8/20). All other flooring was also swept and mopped (all three bathrooms and entirety of downstairs). I had taken pictures prior to locking the doors when we vacated that I am happy to provide. I have attached the carpet cleaning bill here AGAIN for your convenience.

Landscape clean up trim bushes remove saplings $168.75 - lawn had been mowed and landscaping was already done as well. And as of Friday 10/8 We had driven by the house and noticed that you had all the shrubs around the house removed. Please note, we never planted anything and only maintained what was preexisting. Therefore we should not be getting charged for your choice to do landscaping after we moved out.

Acid was tubs and toilets $168.75 - The tubs and toilets were also scrubbed spotless as well as kept up on a regular basis. The water in the house is hard water and would create a yellow ring in the toilets that I had to scrub on a regular basis. If we left town for even few days the ring in the toilet would appear again.

Repair ceiling where smoke detector is hanging $95.00 - the smoke detector at the end of the hall way upstairs had been open leaving the ceiling exposed since we moved in.

At this time I have yet to cash the incomplete refund check as I know we are not responsible for the deductions you are withholding. We are still owed the remaining balance of our deposit in the sum of $907.50

I moved into my havenbrook home in Sept of 2018. When we came to look at it the garage had been on fire. They were tearing it down. The beautiful look it had in the picture was awesome. When we got inside it was horrible. They said it would all be cleaned up. We asked to look at a different home because no garage and we didn't think they would be able to get it in shape by the time we moved in. They said we would have to take us off the list for this house and start another process. We were near the deadline to move so we went with it. They said they would not replace the garage either but would give us a shed. I did like the house and put trust in them. They didn't go down on the rent though. We were also not able to use the almost done attic not even for storage. They locked it up. So for the winter or was good they put in nice floors and did little repairs from the move in list. When spring came the house had ladybugs and bees in it they finally came into take care of them. Things were good until the pandemic. They sent texts every month stating they were not doing any minor work only emergencies. Well I had an emergency. My roof leaked into my son's room and they came out with fans to dry that up. He had a huge hole in his room that leaked when it rained for 2 months. After the first month I had to call the city. Finally a whole new roof. It took another month to come fix the hole in his ceiling Then my granddaughter fell through a piece of wood on my front porch and my son had a two by four on my back patio break and he fell through that. Mind you my rent has gone up about $100 every new lease and if I don't sign it it goes up about $300. They came to fix the wood and did the cheapest repair ever. All the wood is rotting and they only fixed the holes where they broke. Fixed a huge mirror in my bathroom that just fell off the wall out of nowhere and cracked in the corner and broke my sink cabinet in the corner. Maintenance put it back up with a bigger crack in it. He wasn't going to fix the corner of my vanity because I forgot to put it in my request but he sloppily put some kind of putty. I cannot believe how they want to run these old beautiful houses down. If I'm paying a lot of rent every month I should have a house I'm glad to live in. Last year. Never a landlord again

I have had problems with the company since day one. I have only lived here 35 days and have major regrets. They first falsely advertised the house for 3 bedrooms and 2.5 bathrooms, but come to find out the house only had 1.5 bathrooms. It was too late to look for something else considering that we had already put in our notice at our previous residence and wanted to live in a certain school district. So, when we moved in we had no hot water (and still don't have hot water to this day). My family and I have been showering at other people's houses or just trying to make due with the cold water. Keep in mind that we moved in on June 25 and it is now July 30 and still no hot water. There were several contractors that came out for the issue, but it never got resolved. The other issue with the water is the sump pump that caused me to get a water bill for $600.00. I had a discussion with the city's water company, and they informed me that there is a massive amount of water (4,000 gallons) a day flowing into the street from the sump pump. We also have a light on the roof that is on 24/7 and no one figure out how to turn it off which is increasing my electric bill substantially. The central air was not working properly for 30 days either. We had a few contractors come out for that as well before anything got resolved. When we first moved in we did not have garage door openers to access the garage. We waited 2 weeks before some came to fix that. We have had a pipe leak in our bathroom every since we moved in and can't store anything in cabinet below the sink. The property manager stated that she will give me a $200.00 concession towards my rent, but it only list $184.04 and rent is due this weekend. To be honest this company does not deserve to be paid any rent until all of my issues are fixed, but I am going to pay the rent anyway because I have worked to hard to get my credit to where it is today. I am not going to allow this situation to destroy my credit or my happiness. I look at this a a bump in the road like many other situations in my life, and just look for better in the future with wisdom that I have gained in this situation. Thank you Havenbrook Homes for helping me to become an even stronger person to gain the resilience I need to go to another level in life because I have been through worst situations than this.

This message is so important and please do your research on companies you lease with. HavenBrook homes experience has been very unprofessional. Don't lease or buy a home from this company in Atlanta Ga, I stay in Ellenwood Ga. So if you renting from them in this area you are in a world of trouble. I have experienced rats and rodents coming in my home due to the home not being sealed up, lack of maintenance repair, electrical issues, and etc. I have pictures, videos, and documentation of the ongoing issues I have had with this home and with the property managers. We have never caused any trouble, paying our rent on time, and great tenants. HavenBrook has decided today not renew the lease with us without an 60 day notice. Now me and my family of four has less than 2 weeks to find a home. HavenBrook home property mangers never have control or information about anything that's going on. They are there just to collect rent from what I have experienced. To be honest their is no head in this company that cares enough for the company and it's tenants. There are so many bad reviews on HavenBrook homes. This company needs to be investigated and there homes need to be inspected. When I spoke with Michelle *** on today she had no empathy and of course lack of information. Michelle nor anyone else from this company communicated with us on this matter. I had to call Michelle *** myself just to get the news I receive today. They did not provide us a reason on why they want allow us to resign the lease. I am so hurt that this company has done my family like this especially since COVID is causing a shortage of homes. They have not worked with us on other options other than they will charge us daily for rent if we decide to go month to month. Michelle *** was very short and rude . Michelle stated she can't provide me with Nicole *** (senior property manager) office number only her email. I am willing to answer any questions and provide any documentation on this situation. HavenBrook homes (Michelle *** and Nicole *** I don't appreciate you guys lack of customer service's and lack of empathy. I hope some one from this company contact me. I will be pushing this issue further because no one deserves this kind of treatment. Do not rent from HavenBrook homes in Atlanta, Georgia. This company do not handle business properly and you just can't do things as such especially with dealing with people's home. I wouldn't even give them a one star.

Few things here..
One: I requested a full consumer credit report/disclosure of my application I put in for the property xxxxx e 15th st north kc metro area & they have yet to reply to me as well as they have failed to provide this to me. It is my legal right to have this document..
Two: ***(realtor, who showed the property) had informed me BEFORE I paid the $500 holding fee that if I did not want the property that I would be able to get my $500 holding deposit back or could transfer over to another property. I asked her multiple times before agreeing on a move in date and before even leaving the property.. will it be ready by October 8th my move in date? She told me each time I asked that it would be ready, they come in on the l weekends to get it completed so no worries it would be finished. She called me the day before10/7/21 my move in date10/8/21 to tell me that it was not going to be completed by the 8th that they have to still put in a new back porch, that it would be a few weeks before it would be completed. She claimed she had no idea they were going to be replacing that. Asked me if beginning of November would be okay. I had already given my current landlord move out date for 20th of October. I told her the next day after my dentist that I would just go ahead and get my $500 refunded back to me. Had I known that at the time I seen the unit, I would not have agreed to that property. She told me she would not refund my $500 since I didn't deny the property within 24 hrs.. she stated I did not communicate with her.. however I had spoke with her every single day up to the October 8th except on Sunday before the 8th. We discussed other properties and all that jazz up to the 8th. Now I am reaching out to you(Jexxxxa Gxxxxxx property manager) to see how you plan to handle this situation as this will be the last time I try to reach out to someone who can help me with this or even speak to someone in general! I tried multiple ways to contact the people. Informed them I will move forward and take any legal steps or action to get this matter reported and corrected as I was informed it would be handled completely opposite of this. I let them know that I will keep an eye out for their reply. I Look forward to getting this matter resolved. I have yet to hear back about this. Now I am $540.00 plus card charges in the hole, no place to move into with three kids starting at age less then year old. Surely with how they do business they would know anything's over $500 is a felony charge. I have more details as well but will start with this here.
Please someone, this needs to end for not only me but future potential targets they make.

The Single mother with 3 kiddos just trying to give my children a good home and childhood.

I am a tenant in the Decatur area in Georgia, I am writing you with concerns of fees that has been added to my monthly rent, my current rent is 1,380.00 which I pay on time and have done so until the month of July because of some added fees, on July 1st while trying to pay my rent my portal would not allow me to pay and that's when I realized the reason, because of the fees. I immediately emailed and called the property manager Ms.D*** and I didn't get a response, over the next few days I called Havenbrook 1-800 number and nothing or no one got in touch with me, on the 6 day of July I reached out to several people from the company and the informed me that they would also forward my request to Ms.D***. On the 7th I received a phone from Ms.D*** telling me now I have a late fee, and telling me ways I should have paid. With that conversation I gain to learn Ms. D never read my message, my message was asking about the added fees on my account, she stated that a 248.00 dollar fee was for a air conditioner wire that had to be prepared because the dog chewed the wire, that was ridiculous, I got the dog on the 16th of June I registered the dog the same day, she said maintenance seen the dog at my house the day he came out which was the 7th of June he didn't SEE a dog what he may have seen was a dog leash or bowl which he Assumed a dog lived there at that time however I reported the A.c unit a month before. May 24,2021 I then went to tell Ms. D on my rent portal it stated the the damage A.c unit was 48.00 dollars so and not 248.00 dollars, I also had received 400.00 dollars for having a dog which I registered on the day of receiving her. So I don't see how I am not complying with my lease, I explained to Ms.D*** I didn't nor have I ever had a problem paying my bills(Rent) I didn't understand my fees, my late fee comes from no correspondence from Havenbrook office, their should be someone other than Ms. D to handle these types of issues if she unavailable especially when it comes to rent payments. Not only do I not understand my fees but it's became clear she didn't as well, while speaking to her she stated she didn't see why my portal is showing 48.00 and hers is showing 248.00, I asked her about the 400.00 she said one was removed but according to my portal it was still accurate, we were both seeing two different payments due. Ms. D stated she would have to call me back to figure out what was going on and as of 06/7 11:38 am I haven't heard anything back. The point I'm making I have no problem paying any fees associated with me, but I have concerns paying fees that's not accurate to my account, and paying fees that the property manager herself was confused about, which now caused a late fee. On my account I'm seeing three fees , 1,838.00
1,976.00 and 1,776.00

"Provide a star-rating for this business" lol no stars needs to be an option. One star is five stars too many for these people. Once again, HavenBrook has failed to act on an emergency. I am going on my 3rd day without AC in my home. I live in Arizona... ARIZONA! And we are under an excessive heat warning every day. It was 116 degrees over the weekend and my house got up to 98 degrees. I have called and called and called and all the maintenance line can do is put in countless work orders that are doing nothing. I have not been contacted one time by HavenBrook to get my AC fixed. I have not been able to contact my property manager by phone, text, or email during business hours or emergency hours. At this point, HavenBrook is giving me zero support or resources. I cannot even pay out of pocket for an HVAC company to come out because they will not enter my home without approval from my property manager and I can't get in contact with her! I have a dog and my mom has health issues. It's beyond the fact that we are uncomfortable, this is a health hazard! A large number of people die in Arizona every summer from this heat. There are specific laws in Arizona regarding landlords providing proper AC to tenants! My AC has been running nonstop for 3 days blowing 100 degree air into my house. HavenBrook WILL be paying my electric bill and I will demand a concession on my account for our inconvenience and lack of available resources! I do not have the money right now to stay in a hotel room for who knows how many days until HavenBrook decides that this is an emergency and we do not have family in Arizona to stay with. It is also not MY responsibility to ensure that we have somewhere to go when HavenBrook ignores our EMERGENCY work orders. We should have emergency maintenance available since we are paying for it! I also want my $10 administrative fee reimbursed for May and June because I have not been able to get help or contact my property manager for days either month when I have had emergency issues. I don't know why it is taking days to get emergency repairs done at my home. Last time I had an emergency (last month with a raw sewage flood and no access to water) I had to wait all weekend until business hours because my property manager didn't set up my account correctly. I was assured that this issue was taken care of and I wouldn't experience it again. I was told that if I had another emergency over the weekend, it would be handled right away but here we are, with another weekend emergency that was not handled over the weekend and has not been handled during business hours either. The last time I called the maintenance line, I asked the representative what I am supposed to do since these numerous work orders aren't doing anything and I can't contact my property manager for approval to get the repair done myself and he literally said "I honestly don't know". What kind of support is that? I understand that this company is in Georgia but we are in Arizona, which is the desert. If you are going to manage properties in the desert, PROVIDE PROPER RESOURCES! When my mom ends up in the hospital from a heat stroke or I have to take my dog to the vet for heat exhaustion, I will be coming after HavenBrook with a legal team and then maybe we can get some kind of help or acknowledgment. I have received probably 10 automated emails in the last few days about our recent experience and confirming that someone reached out to us to resolve the issue... we haven't been reached out to a single time. We are putting in numerous work orders every day for this AC problem and not one single person at HavenBrook has contacted us. I have also put in several requests to be contacted by my property manager or about my property manager because I obviously don't even have one at this point and nobody has contacted me about that either. Why are you collecting money without maintaining the property? You're withholding basic living necessities, AGAIN, so I will be withholding my rent until this is taken care of and per Arizona law regarding proper AC for tenants, I am completely within my rights to do so. This is my second Complaintsboard.com review for HavenBrook and it definitely won't be the last. I'm going to blast you people for every tiny wrong move, wrong choice of words, lack of respect/care/attention, every experience I have with this company is going to be plastered all over this website and every other place I can find.

I have a sewage backup in my house. Instead of everything going down the pipes, it comes back up through the toilets and showers. We only have 2 bathrooms and both have raw sewage everywhere. We can't take showers, we can't flush our toilets, we can't run any water or do laundry because any water that we run just empties out into our showers and eventually goes onto our bathroom floors and into the hallway and master bedroom. We have been dealing with this for going on 3 days and I can't seem to get any help. I have called HavenBrook 5 (FIVE!) times for an emergency sewage backup and still do not have a plumber here. I called Saturday morning and never heard from a technician so I called back in the afternoon and was told somebody was dispatched. Nobody showed up or called after that so I called again Sunday morning and was told the technician received the work order, but I never got a call from them. I called again and was told someone was dispatched.. again. A technician finally called me and said he was in Atlanta. I'm in Arizona, so that's pretty convenient. I called the emergency number again to ask for a technician in Arizona and the guy told me that it's a technical issue and they are trying to work on it to get someone here and then he hung up on me. YOUR technical issue is not MY problem or an excuse as to why I'm having to deal with raw sewage in my house! This isn't the first time someone in Atlanta has been dispatched to me, so I have a hard time believing that it's a technical issue. 6 months ago I put in a work order for my toilet because it was leaking water onto my floor and they dispatched someone in Atlanta to come fix it. When I called back and told them that they dispatched someone 2,000 *** away, they informed me that a leaking toilet isn't an emergency and would not be handled at the time due to COVID. It was never fixed and now I have sewage everywhere and I can't get these people to dispatch someone in Arizona to come fix my plumbing! Why am I giving you my address every single time I call if you're only going to dispatch people in Georgia to fix a problem in Arizona? Why am I having to beg you to send a technician to my house? Why are your representatives hanging up on people when they call with an emergency? Why does nobody ever know anything when I call and can't give me an ETA for a technician when I'm experiencing a sewage backup? I had to turn the water main off to keep from flooding my house in sewage! We haven't been able to flush our toilets or take showers in almost 3 days. We had other things to do this weekend, but we sat at home all weekend waiting on someone to come fix our plumbing just to find out that the guy who is supposed to be coming IS IN GEORGIA AND WE ARE IN ARIZONA! We have wasted a whole weekend on this plumbing issue and it's still not fixed with no ETA. How are we supposed to do laundry and take showers for work tomorrow? I asked the representative if we will be reimbursed when we have to go get a hotel room tonight so we can do laundry, get ready for work, and sleep without smelling raw sewage, and the representative said she wasn't sure if hotel rooms could be reimbursed. So, we are just supposed to live in raw sewage without access to water? Why am I paying almost $1,700 a month in rent if I #1 don't have basic necessities, #2 have to spend money on a hotel, and #3 can't get any help with emergency maintenance issues? I could have called a plumber on my own and paid out of pocket and had this fixed over 24 hours ago, so why does it take you DAYS? I shouldn't be waiting more than an hour or two AT MOST for a technician to show up when I have an emergency like this. I'm currently on hold for the SIXTH time to try to convince the person on the other side of the phone that this needs to be taken care of today. There has been zero sense of urgency and I don't appreciate the disregard for my family, our needs, or our safety. I should only have to call one time. So far, all this company is good for is taking money.

After calling the emergency number TEN times and being hung up on 3 times, I was finally told not to call anymore because they could not help me. They can not dispatch someone in my state because the property manager that is assigned to me never set up our emergency contacts when we moved in. We were told that we had to get in contact with her in order to get it fixed and they said that she is the only person in their entire organization that can fix our work orders to go to a technician in Arizona. This lady was unavailable by phone, text, and email until Monday morning at 8AM. I tried to call a plumber on my own on Sunday and pay out of pocket for this repair, but they could not complete the work without approval from the landlord to enter the house. Of course, the emergency line could not give approval and said that only our property manager could give approval, the same property manager who we and the emergency representatives could not get in contact with until Monday morning. She finally fixed our work orders on Monday morning, after we waited 4 days and had no access to water, and she never bothered to call us or contact us in any way. The people that answer the emergency line couldn't even give me my property managers name or phone number because they communicate electronically. I had to take the time to dig out my lease to figure out who this lady is to try to get help.

It should not be this hard to get an emergency taken care of. I should not have to call 10 times, be hung up on multiple times, contact multiple people without response, wait 4 days without water, tell you that you're dispatching people that are on the other side of the country. I shouldn't have to do any of that, it's not my job. I shouldn't have to wait around for someone to get to work on Monday. What am I paying rent for if I don't have basic necessities and I can't get emergency repairs taken care of? What is my property manager doing all day? The administrative fee that I pay every month for her services, what is that for? To just sit at a desk and look pretty? Why can't I get in contact with her when there is an emergency? Why can't anyone in their organization get in contact with her? Why is this company putting the responsibility on ME to contact people when I'm calling with an emergency work order? Why am I being told not to call anymore when I have an emergency?

My mother and I have lived in *** all our lives and needed a way out and when we found Havenbrook they were amazingly easy to contact and talk to. We had our own agent and the buying processes were pretty simple and mostly online. We had a long *** miles and a promise of a "Move-in ready" home. When we finally did arrive after getting a call from our agent saying they would meet us at the house at *** They never showed. We then went inside the house and immediately saw the house was left in a mess. Thin layer of dust everywhere, rodent and insect entry holes everywhere, cat hair in every crevice, bay window in the kitchen is rotting out, dead squirrel in the interior atrium, an infestation of all different species of cockroach to the extent of being in the insulation of the walls in some parts of the house. (My mother hears them scattering in the sheetrock when she sleeps), still water damage in multiple areas of the home gaurenteeing black mold in the drywall, sewage leaking from guest bathroom toilet along with much more. All work that needs to be estimated by a contractor. All of this should have been dealt with before we moved in! The checklist should have been gone through with a manager or an agent. To give you an idea what stress Havenbrook has brought to us. We Moved in on the 1st of Nov and now it is the 13th. We have called at least once or twice every other day to try to get a manager to call or show but every single direct line I've called goes straight to voicemail as if their phone is off. I have had no return calls from any Havenbrook officials since we moved in. We even saw on the contract that we could get put in another home of equal or lesser value if we didn't like what we have, but we were ignored. We just want to get out of this health hazord of a home or get them to fix their mistake! I refuse to pay a months rent till this home is actually livable!

I am filing a complaint against this property management. When I first moved into the property I was told the house would be cleaned from the walls to the carpet however the walls had hand prints all over them and dog prints all over the walls. I advised the manager *** that I would not be responsible for the walls and an inspection of the walls could not be completed when moving out due to them not cleaning the walls prior to me moving in. Throughout my stay there the property manager has not been any help from not answering calls to me having to call multiple times. When my toilet broke I contacted maintenance/property management on a Thursday, the toilet caused flooding and neither one of the toilets worked in the house. I was contacted at 10pm at night without a warning from a "representative" stating someone would be there to fix my toilet in 30 mins, that was so unprofessional. I advised the representative due to not receiving notification and not having a working toilet I left, he then advised I would have to wait to get it fixed. I went 3 days without a working toilet. When it came to moving out the customer service with the property manager *** did not get any better. I requested to be present during the inspection and my request was denied. I had to call 5 days in a row just to receive a call back, I requested a copy of the inspection multiple times and she gave me the run around , she refused to provide any documentation of what was the result of the inspection. *** stated I would receive by certified mail a copy of the inspection along with the security deposit. When I moved out the house was in a better condition than I received it, I was told multiple maintenance men that the company did not clean the house or paint the walls like they should have. I paid a $1400 security deposit and received $800, this company stole $600 without an explanation of any charges. I will be contacting my lawyer.

Contracted to rent a house from Havenbrook on 11/19, didn't get to see the house until 11/17 and it was not clean, gutters clogged and leaves everywhere. I was assured a final cleaning would be done, gutters cleaned and the house would be ready for move in. Clearly, their definition of move in, is a dirty house with bugs and spiderwebs, half broken appliances, leaks everywhere and clogged sinks and missing garage door motor openers is considered to be ready for move in. Never in my life have I moved in to a house or an apartment and had the appliances not work correctly and have to submit several back to back maintenance request. I have never had to move into a dirty house after being blatantly lied to about a final cleaning to be done and it being ready for move in. The stove wouldn't light, dishwasher was not plugged in and did not have any connection to the drain system at all, there were leaks in the house, blinds, kitchen floor everything just dirty, carpet stains etc. I had to reach out to the property manager and a lawyer to get the proper response to fix the issues. My remaining problem is that I keep being lied to and told different things. I was told that the garage door motors were stolen by previous tenants and a company would replace them, when I checked up on this, they said no we wont provide the garage motors, the final cleaning never happened and the gutters are still dirty. My stove has yet to be fixed but I have been assured they are coming to fix it on Monday. The kitchen sink is still clogged after maintenance told me it was unclogged. The address is ***. I want to stop being lied to by different employees. I would like the garage door motors installed, a professional cleaning company to come, and a gutter cleaning company to come. Alternatively, they can give me the rent for November *** back as the house was not ready for move in, and it is December and they are still fixing things.

On 12/12 morning (9AM) the water pipes burst in the front yard of the home I am renting, I called Havenbrook Homes emergency line about 9:30 A to inform them of the issue after calling *** county water. The woman I spoke to from Havenbrook said she would send the information and someone would get back to me. Hours passed and no one reached out to me. About 3:30 P I called again to get a status update and she did not have one for me but said she would put the information in and someone would get back to me. Another hour passed and it was about 4:30 P when someone from the plumbing company called me. The woman said she got the order about 10 minutes prior to her calling, but I called HavenBrook early in the morning. She informed me that no one would be able to get to the house until Tuesday between 3 P and 5 P. I called Havenbrook again to try and see what they were going to do because the water was off and we could not shower, flush the toilet, wash dishes, etc. The person on the phone said someone would get back to me. No one ever did. The next day I called early in the morning to see what would be done and I was informed I would get a call and no one called me. I called again and spoke to a supervisor and she said she would send the plumbing company a message and someone would get back to me and no one ever did. I sent an email regarding the situation and was told the procedures of maintenance requests when what I asked was what would be done because I have no water. The woman informed me at about 10 P that I could get a hotel and they would reimburse me. I told her I do not trust you all to reimburse me (especially because no one still did not call me back). I asked her about the 3 days I did not have water what would be done and I still have yet to get a response. I emailed and said I want a refund of the 3 days the house was not habitable or extend my move out date 3 days to make up for the time missed for my home enjoyment. I still have no response.

I am presently renting from Havenbrook Homes and the property manager by the name of *** has been very disrespectful and holding my rent in her office and not applying any of my money to my account, I received a called from her this morning 1/3/2022 from *** stating that she is returning all money orders back total of $*** that I had been applying towards my rent. I have been cooperating with her ever since September trying to catch up with my rent which I was unaware that I was behind until she called back in November after Thanksgiving demanding payment of $*** which I did send, and she informed me that she was giving me until December 24th to pay December rent. I informed her that I didn't get paid until December 31st and I was aware that would be late with *** rent. She stated I had to pay $4,250 all together which would cover the remaining balance of October rent, November's rent and December rent. If you subtract *** from $4,250 that would leave a balance of $1,514 which is how much my rent is, which does not include a 10% late fee which is $150.00. After speaking with her on 1/3/2022 I informed her that I will have December rent and 10% late fee which would be paid on 01/14/2022 and two weeks later I will be paying *** rent plus the late fee. She stated that she will not accept that but according to the memo sent to all residents that after October 31, when the band was lifted for stopping evictions HavenBrooks homes stated that will extend beyond October 31, with working with the residents in catching up with their rent due COVID. I am a mother of 3 small children and working from home trying to comply with the property manager *** and she is refusing to accept what I'm trying to do. I have called twice to the *** and no one has replied back to my complaint or even tried to help me.Do have all documents as well to prove what i have stated

Have had a rodent problem in our home since early March, before Covid closures. Have called and reported several times, and nothing has been done. We have lived in this rental since November . On March 12th, we reported a rodent issue in the home via phone to a representative of Havenbrook who filed the request. While pests are the responsibility of the renter, rodents are the responsibility of Havenbrook, they told me, and they had their own vendor they would contact. Weeks went by and we heard nothing. I emailed my property manager (Marissa ***) on April 1st saying we had not heard anything, and she responded quickly saying she would follow up with the vendor, but due to Covid could not say when they'd be out. April 2nd she said that comtact had been made with the vendor and we would be scheduled as soon as possible. On May 20th, I emailed again because we still hadn't heard from anyone. Emailed again on May 27th and June 1st. No response. I called Havenbrook mid June (around the 14th) and submitted another emergency maintenance request. Called again on June 17th and was told that the initial property manger I was emailing no longer worked there, and I was given a new number to call. No notification had been given to me that my property manager left. I have called the new manager 3 times since then, leaving one voice-mail, and have not gotten a response or answer. At this point, the house and my personal belongings are experiencing substantial damage, and I worry for my family and pet's health and safety. We now have a mice infestation in living space and basement, and have tried as many at home traps as I can with no luck. Because I do not own the home, large extermination companies will not schedule with me, and I have been told by multiple folks at Havenbrook that it is in fact their responsibility, and that they have their own vendor. All I would like is for an exterminator to come and help us with this situation, so I don't have to live with wild mice anymore. Our address is 126 Wellington St SW (this is the only account information they ask for when we call).

Do not use this company, as a tenant or to manage your property. They will allow your home to fall apart. A WARNING TO TENANTS AND HOMEOWNERS: I was transferred to Havenbrook Homes within a week of signing a lease with another rental agency. Dealing with Havenbrook has been one of the worst experiences I've ever had with a company, especially a management agency. To start, any maintenance issue that would take more than 5 minutes to fix was ignored. We had a unusable shower for the majority of the time living in the home. It was stated by multiple contractors that a plumber would be needed. Despite dozens of requests over the course of 6 months, the issue was never resolved. A few months after move in, we noticed a wet spot forming on the ceiling of the living room. We contacted Havenbrook, a week later they sent out a contractor who said that the roof needed to be repaired and had a major leak. We heard nothing from Havenbrook. Request after request, nothing. The spot continued to grow, damaging both the ceiling and surrounding walls. To make matters worse, after I contacted them to say we needed to have these issues fixed urgently, they directed me to my property manager. This property manager is named Shelby Douglas. I was provided with a disconnected phone number and an email. I attempted many times to contact Shelby through both methods. Throughout my 12 month lease, the only contact I received from Shelby was after my 4th email (the first 3 were ignored) saying that we would not be renewing the lease. Shelby's response asked if we could be convinced to stay, to which I responded absolutely not. A month after move out, we recieved a debt collection notice for a couple thousand dollars. On the bill, two of the largest charges were for "bathroom shower cleaning" and "drywall water damage". Do not rent from this company and do not trust them with your house. They will let your house fall apart completely. If you are looking for a property management agency, do not use them. If you are searching for a rental property, make sure you avoid Havenbrook at all costs. They will leave you in a broken, unusable home and expect you to pay to fix it.

Company practices misleading tactics that are going to lead to me filing a suit against them. First I would like to say that I recently moved into the home that I am in. The home advertised Four bedrooms and is being rented for 1749 monthly. Before moving in I contacted the agent to question if one of the rooms is truly a bedroom only to find out that it is not. So the advertisement said one thing but in all honesty the appraisal is only for three bedrooms. I called the property manager to request that this be looked into and I was informed that she would pass *** information along. That was about two weeks ago and I have no received a notification from anyone. Second there are so many repairs that need to be performed that I don't even know where to begin. I have a roach infested kitchen in a home I recently moved into. I keep my kitchen light on at night so they don't run everywhere. The basement door looks like someone kicked it in and someone decided a piece of scrap wood was a great idea to hold the door closed instead of replacing the wood panel. My family room and some of the kitchen outlets are not working. Just found out the foundation is having an issue, where water pools in the basement from outside, especially when it rains. This morning, just realized that the toilet in the master bath is leaking. I asked if the rusty fridge was going to be removed and if a cabinet that is falling off the wall was going to be repaired before move in and I was told by the agent Shirley that they were. However upon move in, nothing was actually done. I have carpet that has burns in them. I made them aware of this but I guess for them this is considered cosmetic so they stated that they were not going to be removing them, they would clean them, however, despite the cleaning they look exactly the same. I made sure I took pictures upon move in, which are time and date stamped so they cannot accuse me of destroying their home. Honestly the list goes on and I would love to be removed from their fraudulent lease. At this point if I still get no response about the rental amount and the lease my next step is going to get a retainer for a lawyer. I'm not going to continue to *** after a company that refuses to acknowledge it's renters. I'm just going to take the appropriate steps necessary.

repair requested almost 2 months ago to fix our leaking sink after already taking a month to repair the plumbing leak that collapsed our ceiling. I am writing this in fear of retaliation and fear of eviction or the inability to renew our lease at the end of our contract due to my complaint. Almost 3 months ago we had a plumbing issue that caused our ceiling in the garage to collapse and after 18 calls and emails all unattended to approximately 8 days later a man showed up and disconnected the water source that was leaking and told us we couldn't access the portion of the home attached to that plumbing until they can schedule a repair at which point it took almost 4 weeks to finally have all the repairs completed, around the end of the completion to the original issue we noticed that our kitchen since was constantly leaking and was now leaking below the sink, we emailed and called several times and to no avail we were unable to have our issue tended to, not so much as an email or phone call back and that was almost 2 months ago. The faucet continues to leak and we have to rig it to prevent it from running over our entire counter as the counters were placed on a slope and had I not went down one morning for something to drink I wouldn't have noticed that our microwave and coffee maker were both sitting in a puddle of water, the microwave has since been replaced because the water caused it to short and again we haven't received a single email or call about the issue. I see trying to contact havenbrook does no good since even the people in the office seem to not care about the issue. The corporate structure is only built to take money and not provide actual landlord services. I asked for what I believe was a very fair rent concession from the first issue and never received any information back, again no call or email responding to the issue, at this point I just want the sink fixed in the kitchen to I don't need to worry about the kitchen flooding one day. I can't say I am unhappy with any individual who works for the company because in all honesty it's almost impossible to get someone who can actually answer a question intelligently, they all read from a given script and you can't blame them for doing the job with the training tools they are offered but enough is enough. Take care of your tenants, it's really not to much for anyone to ask.

My property manager has not given us move our instruction & we move out in 13 days. She is attempting to violate state laws regarding our deposit. We have lived at the property since March. Our property was then sold to this company. Our property manager never signed the water agreement so I received a shut off notice from the City of Columbus for unpaid water bills. I had no idea about this as they were supposed to be adding it to our billing cycle. They did not. That was the first issue. Second issue is that we informed Lindsay *** and Andrew *** that we were moving out as of March 31st. They have zero paperwork except our lease from the previous company regarding our property. We have never had a move inspection or paper work of any kind from either company. I have emails in which I can submit if necessary informing them I would like to be there at the time of the move out inspection. This property manager denied that request even though it is in my lease that says I can in fact be there at the time of an inspection. She then told me she would NOT be returning my deposit within the 30 days that is required by law in the state of Ohio under Ohio Revised Code Section 5321.16. She said it would be 45 days before she even attempted to return the deposit. She was informed of the ORC statue in which she is violating. I informed her that if she does not return the deposit within 30 days I have the right to file a civil lawsuit in small claims court against the company and include my attorney fees. I do not want to have to go through small claims court and inquire attorney fees but I will if I have to as I am sick of the property manager thinking she has the right to do what ever she wants. She claims she was aware of the law but said "it'll be 45 days". She refused to give me the legal departments contact information. I did get into contact with the home office who sent a forward e-mail to the legal department to make contact with me. No one seems to have the legal department's information and my guess is because those two woman know what they have done and what they have stated is against the law. I have contact an attorney who has no issue sending in paperwork that outlines the laws in which the company is violating as well as who violated them in the event of a law suit. I am attempting to resolve this before it gets to the point of a civil lawsuit as I personally don't have the time for that and we are in separate states which would then require this company to come to Ohio as they have no offices or people here, everyone is in Georgia or Alabama.

Submitted work order on 7/30 to HavenBrook Homes for roof/chimney leak, black mold on ceiling and electrical issue due to water damage. Not fixed. Submitted work order on 7/30 to HavenBrook Homes for roof/chimney leak, black mold on ceiling and electrical issue due to water damage at a home I am leasing from HavenBrook Homes. Not fixed. Not tarped to prevent further damage. Two missed appts no show no call: 8/3 HavenBrook's Maintenance Crystal Prier then HavenBrook's vendor IFM on 8/10. IFM would not return calls or email. On 8/4, I had asked both to tarp the roof which was not done. On 8/11, Havenbrook's Maintenance Crystal Prier submitted another work order for me with IFM. They did not contact me. Informed Crystal Prier of this on 8/12. No response from Crystal Prier to the email or 2 follow up phone calls. Contacted the Emergency Phone numbers 3 times (8-17, 8-18, 8-24). Responded to no avail to automated emails from 2 of the emergency calls asking if I had been helped. Emailed www.havenbrookhomes.com. Sent another work order request to HavenBrook Maintenance which they marked Cancelled. Emailed HavenBrook through the Complaintsboard.com website on 8/24. Same day email response from Daniel ***, HavenBrook Resident Relationship Manager. Said he was reaching out to my property management to get an update for me. On 8/25, I responded to him that I had not had an update. Sylvia Smith, the property manager from HavenBrook emailed that a work order had been submitted to IFM. She further stated that if I didn't hear from them, then I could call them (this is the same company that was previously scheduled and would not return communications). A contractor from IFM showed up at my home unannounced that same day around 4-4:30. Fortunately I was home. After reviewing all the outside and inside damage, he said I should hear something by 10:00 the next morning. On 8/26, Daniel *** emailed and asked if the vendor had been out as scheduled. I responded they showed up but unannounced and I was suppose to hear back from them that morning. At 10:39, I started receiving texts from IFM to schedule what I thought was the work to be started. Come to find out, unbelievably, this was the scheduling of the contractor that had shown up unannounced the day before. I called the text number and asked when they were going to do the repairs. I was told that IFM was waiting to hear back from HavenBrook on the bid. I emailed Daniel *** on 8-28 and on 8-31 with no response made. It has now rained 4 times since my request for repairs and tarp placement and raining again at this moment causing further damage.

They repair it but it keeps breaking down! The rent needs to be waived because of this or partially waived. I am in no choice but to do this here because they have not been able to keep their maintenance at all. My family and I moved to the rented house in January and they, the person who I talked to on the phone and via texts, had said the house was ready to move in to. Being so, that my family was on crunch time to move, we whole heartily believed them and started the contract process with them. Once the lease was signed, the property manager, literally would ignore my calls and texts about when we could get the house keys in order to start moving all our things. Finally, with a very rude text, they tell me the code to get into the house. BUT when we got there, I had put on the heater, so that it would start heating up the house, the HEATER wasn't working. Since we still didn't have a code to make the residential portal on the website, I called the maintenance line. It took them a long time before they came to FIX the heater. Then again in FEB the we had to call because the heater went down again. In March 11, I did another maintenance complained because now the AC was not working at all. I did let them know that I have a month old baby who cannot be in the heat like that. It took them TWO weeks to send someone to fix it. But then on March 31st the AC went out again and that took them THREE weeks to even get anyone out to our home. The first guy who came said that someone had punctured out AC and that's why the ANTI freeze kept leaking out. The guy said he would call his boss and then we heard nothing. Had to call the maintenance hotline to know what was happening. Haven got a hold of the contractor and the guy texted us that they had ordered the parts and that he would be in the next day to fix the AC. Well, guess what? He didn't even show up at all. Then they sent another company to fix it and that was that. Now, on April 24th, the AC has YET again went out and my whole family is suffering in this TEXAS heat. I tried asking them for the number of our property manager cause we never got one. But no response at all. Then they keep also charging us with Vacant Service Fee of $25 dollars but like if this is for repairing the AC it is on them to fix it not the tenant. Oh and let me tell you that there is an electrical problem with the far end room which doesn't let us connect a heater, when the heat was not working, the lights would turn off. The dishwasher wasn't working and THERE is a leak at the bottom of the sink. If they are going to be charging us for the rent, which we have never missed, we at least want them to fix the AC right not half way. My baby is suffering from this heat and I have bought some fans to keep some parts of the house with air.

Early Termination of Lease & Refund of Security Deposit I leased & moved into a Havenbrook (HB) home on July 1st, which, due to COVID-19 I never toured the home in person. I made my decision to lease the home based solely on the video provided to me by the agent and HB's description that the home was impressive and possessed updated fixtures throughout. What I saw in the video tour was a bright, airy, and clean home; however, when I arrived at the house on move in day, what I saw made me ill. Upon entering the house, I was met by a horrible odor and the house had not been cleaned. As I walked through the property, I observed mold/mildew along baseboards in the bathrooms, showers were covered by thick films of scum, drain flies everywhere, heavily stained/rusted out toilets that had been in the home since it was built in 1982, mold in the dishwasher, and the list goes on. After being in the home less than 5 minutes, I immediately contacted ANY and EVERYONE at HB whose contact info I had, to let them know the house was filthy and that I had been duped! It was my big move in day and I couldn't reach anyone! I realized that I was in a terrible situation that I needed to try to make the best of until I could actually get someone on the phone; therefore, I had no choice but to get to work sanitizing & disinfecting the dump that I thought was going to be a cozy home. It's unconscionable that during a global pandemic, which has claimed so many lives, HB would not take steps to ensure they are leasing homes that are, at the very minimum, CLEAN. While cleaning the house up, I saw roaches and dead water bugs and that point, I made the decision not to move my furniture into the house because there was no way I could stay. I emailed the Property Manager, Jan Valduga that night to provide her with photos of the unsanitary conditions and let her know that the house was not going to work. She said she understood and they would work with me to transfer me to another one of their properties, if I found something available...and if not, I could terminate the lease and my security deposit would be refunded. I was relieved to hear that and trusted Jan's word. So, let's fast forward to today, which is July 21st - I've not found anything suitable in HB's available inventory to transfer to, so I've expressed my desire to move forward with terming the lease and moving out. And guess what? Jan Valduga has gone GHOST! I've been calling, texting, and emailing Jan, Jan's boss, maintenance coordinators, dispatch department, ANYBODY...and nobody will respond to my emails, calls, or text messages. I've paid rent for a place that I dont feel comfortable living in, so my furniture is in storage. Oh, before I forget to mention it! They advertise that they have 24-hour maintenance hotline and the do, which means your call will be answered no matter what time you call, but dont expect any kind of services to be provided in the event you're having an emergency situation. I found that out on day 3 when the temp in the house was 88 degrees because the AC doesn't work properly. I placed my 1st service call on July 4th, two more calls on July 5th, and another call on July 6th. I didnt get a response until the evening of the 6th...how about that for 24-hr maintenance! There's so much more that has happened during my 3 short weeks in this home, but this is a tiny box that allows a limited number of characters. A HB staff member has provided me with documentation to demonstrate that what's happened & happening in my situation is not an isolated incident and it's HB's standard way of operating. But the fact that Complaintsboard.com has HB flagged is proof enough.

In Home less than 2 months - A/C completely out during over 90 degree temps. In the early hours of 7/12 the A/C unit beginning make a loud noise as if it was about to fall through the ceiling. I submitted a work order on the resident portal and received a confirmation of receipt at 3:24 am. The air continued to blow cool but not cold air. Later in the morning, the unit began to roar so loudly we were unable to sleep and it also started to blow out hot air. I entered another work order and received a confirmation of receipt at 11:44 am. I realized it was the weekend, but as stated in our lease heating and cooling are considered emergencies. So I expected to be called early Monday morning. My wife and I work nights so after not being able to sleep due to the heat and my dog suffering as well from the heat, I called the maintenance line. They had not even looked at my work order. This was at 11:14 am. I was told that maintenance was booked for the day so they had to assign it to a vendor and that vendor would reach out to us. After a few hours passed called back to let them know that no one had reached out to us - at 2:22 pm. She said she (Melissa) said she would get in touch with them and call us back before she left work at 4 pm. She never called back and the vendor (B&L Cooling) did not call us back until 5:50 pm. They set an appointment for the next day - Tuesday. The maintenance guy from Havenbrook called me Tuesday morning at 9:51 am to inquire about the A/C. He called because he saw my name on the roster and he had previously worked on unit (one day after we moved in - the thermostat had to be replaced and freon added to the unit). He came by and checked it because he was in the area. I told him they were sending a vendor but he came to check it anyway. After checking it he stated to us that it could be fixed but the part would not be in under Friday and that the other company might not be able to get it anyway. So he left to see if he could locate the part any sooner. We called Havenbrook maintenance to let them know what he had stated to us. Melissa said she would call him but still wait for the vendor to come out because they may have the part. The vendor arrived shortly after. They stated they could not even check for the part because the maintenance guy had taken the piece that shows the model and serial number. One of the guys was extremely racist I might add. But at any rate they left. We called Havenbrook again to let them know what had transpired,.Melissa then told us the her maintenance guy could get the part so he would be fixing it. He called us back to let us know he'd had the part overnight delivery and that we would be first on his list on Wed. 7/15. he arrived around 8 and worked on the unit until approx. 11:30 am. He informed us he'd done the best he could but it was still making a loud noise but it was blowing cool air. He said it would get colder. Around 3 pm the unit made a loud noise and woke us up and then completely quit. We called called Havenbrook to let them know. They said all they could so was call the vendor again. So we reminded them of the temperatures. We reached out to the property manager who informed us we had a new property manager. We reached out to her and she basically told us we'd hvae to wait. I asked her what we were suppose to do because we were in a hot house and they still expected us to pay full rent. She wouldn't address that and when I asked for her manager she stopped responding. The vendor finally called at 7:50 pm however I was at work and they didn't give her my wife's number and I was at work. I called back around 8:30 pm and left a message. My wife and dog are still in the house trying to make it through because we have no funds to purchase a hotel room. Havenbrook has not trreated this as an emergency and if it is not fixed tomorrow we will have to borrow money and leave the home until the A/C is repaired. The high in Memphis on yesterday was 98 degrees.

The experience has been horrible I have been promised call back and emails in reference to my concerns. There have been issues with customer service. My significant other and I applied for a rental property with the company early November. We was approved for a home, however we was advised that the home wouldn't be available for moving in until 12/20. We decided to see if the company had another home that moving date was a lot sooner. We had our application and holding fee of $500 transferred to another property 2859 Carriage Lane College Park, Georgia. We was unable to view the home until 11/14. Upon arriving at the home and looking at the home it wasn't like the pictures that was on website. The home was in horrible condition and wasn't close to being move in ready. The agent told us she wouldn't know if those issues of the home will be fixed until Monday 11/16. But we only had 24 hrs to cancel the lease. Being that it was Saturday we had to make a decision by Sunday 12/15. We didn't feel comfortable moving forward with it so we decided to cancel the lease. However, we wasn't told by cancelling the lease that our application would be closed. But we was told that we have 60 days approval for any homes with the company that is within the range we approved for. That it could be transferred from one location to another. So when I finally seen a couple of houses available on website was unable to recognize my log in information to apply for one the homes I was interested in. I had been calling for a whole week trying to get an agent to either email me or call me in reference to those properties. I have been calling X-XXX-XXX-XXXX for an whole week. I do have copies of my call history to prove. I was told by their customer rep someone will be in contact, but that haven't been the case. When I looked online I noticed the house we had originally applied for was back on the main website. I contacted the agent Maribel to assist with getting our application applied to the home. I also emailed her and told her I was unable to log in to put my app on the home. She than told me she had to submit to have my application reopen. that it could take 24 hrs for that process. In the process the homes I had been inquiring and calling about now has pending applications. Now I am being told that I have to wait on those applicants. Which is so unfair to my family because I have been calling and reaching out. Today 11/23 I called the corporate office to see if I could talk to an manager in reference to my whole experience and to see if there is any accommodations that could be made being I have been told someone will follow up with me, and it never happen. When I called X-XXX-XXX-XXXX and selected option 0 for an operator. An Lady answered the phone, and I asked could I speak with a manager. She asked the reason for a manager so as I am trying to explain my whole experience with the company and what I am needing. She was very rude, seem annoyed with concerns, and was very impatient. At certain points of me talking she was trying to cut me off. She wasnt being an active listener at all. She was trying to provide me an email. She stated that being my app was already approved the person at this email ***@fyrhomes.com could apply my app to the home with pending application being it first come basis. I tried to tell her my agent told me something different. She than said well you use your best judgement or take email. She said it in a very nasty way towards me. And after getting the email from her. She didn't even apologize for my experience, she didn't ask if I needed anything else, and she didn't even say have a nice day. She just hung up the phone on me. This whole process have been a nightmare for me and I have never been treated this way. I have never been told someone would follow up and don't. I never been talked to in a certain manner with a rental company before. I feel as though the company doesn't show they care about their clients.

Havenbrook Corporate office has not contacted me in response to my phone & email complaints filed on 2/20, 2/21, 3/4. RE: Maint issues I moved in Havenbrook Homes property (*** Dr, ***, TN) on 2/1. I received an email from the property manager (PM) on 1/31 that "their team has put great care into preparing the home and a pre-move in inspection was completed and that the house is being offered to me in a clean and functional state". I disagree with her comments because upon entering the property on 2/1, the house was not clean. Some of the windows inside the home had dead flies stuck to the glass and dirty blinds. The master bathtub and shower was filthy, along with the floors and walls throughout the house. Spider webs on walls and other places. The new refrigerator was in the middle of the kitchen floor not installed in the proper place. The old refrigerator which was filled with mold was still in the kitchen. I immediately sent an email to the PM and she never replied. I had to contact the office to address my concerns. The new refrigerator was installed 3 days after I moved in. I requested the office to compensate me because I had nowhere to place my food and had to purchase fastfood for me and my son. The PM's supervisor approved $100 for the issues. I rejected the amount because it was not sufficient to the amount I had to spend to replace my food and purchase take out plus the inconvenience. They were not willing to negotiate. In addition, there was several maintenance issues (no heat in the master bedroom and bathroom, damage to the wall in the hall bathroom, stove dirty and inside light blown, master bathroom sink faucet water issues, under the stove and old refrigerator that was a pile of trash of old food and liquid spills, thick pile of dust on top of the kitchen cabinets, hot water for washing machine not working, roof issues, etc). On 2/1, I cleaned the house and had it treated for pests before moving my furniture in the house. I continued to report issues regarding the property to the PM. I was unable to create an account in the portal for maint requests because of a technical issue on their end, so the PM handled some of them for me. The PM was not rude to me, just gave me the impression that she was overwhelmed. Once the HVAC repair crew showed up, they discovered that the A/C filter was very dirty. Also a used & dirty bed mattress was in the attic. Prior to the heat repair, I had to purchase space heaters and raise my theromstat above 68. I was so busy with the move and all the inside maint issues until the backyard landscape was reported a little later. The inadequate care of the lawn, hazardous landscape with a pile of bricks and wood was reported to the PM on 2/20. Also, there are several huge black water hoses laying everywhere, not connected or in a proper place. Also, the foundation of the house is very noticeable and is corroding. As of today 2/26, the landscape repair work has not started. A vendor came to inspect the backyard the week of March 9th without an appointment. The vendor called me to say that they need an approval from Havenbrook before they can begin the work. I had to visit the office again on 3/23 for an update and according to the property management office they are still waiting for a response from the vendor. At this time, they are only responding to emergency maint requests due to the COVID-19 pandemic. My request was documented before they changed the priority. Meanwhile, the problem is getting worse with the heavy rains, warmer temps. The house is located behind a wooded area which will cause pest, rodents, snakes, etc to come in the yard. It's too dangerous to walk in my backyard; therefore making this URGENT. I have tried to solve all of these problems, but Havenbrook Corporate office has not contacted me to address and resolve. I have taken photos to support my claim and I have text messages and email communication with the local property management office. Please help me as soon as possible. Thank you very much.