Business ProfileforHavenBrook Homes, LLC
Additional business information
Specifically, consumers allege delays in obtaining responses to maintenance requests. Some indicate the issues reported are considered "emergency requests", such as needing air conditioning repairs while the outside temperature was above 90 degrees, and unattended leaks causing substantial damage to homes; while others report issues of failure to repair non-emergency requests, such as addressing foul orders coming from the air vents.
Consumers also indicate failure of management to accurately record their payments. For example, former tenants allege HavenBrook Homes failed to return their deposit claiming a balance was due that the consumer wasn't made aware of when moving out. Consumers allege those charges later appear as an unpaid balance when it is time for the deposit to be refunded. Deposits are also reportedly held for damages unseen and not reported on the final walk through documentation.
On September 30th, 2019, BBB contacted HavenBrook Homes to seek their voluntary cooperation in eliminating the pattern of customer complaint. On October 15, 2019 the Company provided BBB with the following response:
1. We are working to implement policies and procedures to streamline the maintenance requests/ responsiveness to complete the process.
2. Our on-boarding of additional property portfolios is substantially complete; this will reduce the likelihood of payment processing delays/errors.
3. As the on-boarding of additional properties is completed, we are reviewing and fine tuning our customer services efforts and our staff training.
BBB advises consumers maintain records of all correspondence related to billing, and to also keep a visual record (i.e., video or pictures) of their leased property taken during their move-in and move-out walk-through inspections.
BBB monitored this company's efforts to eliminate the pattern of complaint; however, complaints continue to contain similar allegations. It is the position of BBB that this business has failed to eliminate the pattern of customer complaint.
At-a-glance
Customer Reviews are not used in the calculation of BBB Rating
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Business Details
- Location of This Business
- 3505 Koger Blvd Ste 400, Duluth, GA 30096-7672
- BBB File Opened:
- 6/20/2013
- Years in Business:
- 12
- Business Started:
- 5/25/2012
- Business Started Locally:
- 11/13/2012
- Accredited Since:
- 7/19/2013
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Limited Liability Company (LLC)
- Alternate Business Name
- Front Yrd Financial, LLC
- Business Management
- Ms. Tammie Wright, Manager of Customer Relations
- Ms. Michelle Graves, Manager of Sales and Marketing
- Ms. Rachel Fletcher, Customer Relations Specialist
- Mr. Patrick R. Whelan, CEO
- Ms. Jami Schulman, COO
- Ms. Cassey Davis, Paralegal
- Mr. Chase Kaspar, Customer Service Representative
- Mr. Jeff Stallard
- Mr. Miles Adams, Corporate Officer
- Mr. Daniel Rivera, Customer Service Manager
- Contact Information
Principal
- Mr. Daniel Rivera, Customer Service Manager
Customer Contact
- Mr. Daniel Rivera, Customer Service Manager
- Additional Contact Information
Phone Numbers
- (855) 400-4424Other Phone
- (470) 851-3376Other Phone
- (855) 400-4424
Customer Complaints
0 Customer Complaints
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