Information and Alerts

Alert 1

In August 2023, BBB began investigating Main Street Renewals’ business practices. This investigation was prompted by a large volume of complaints and customer reviews received by BBB. Based on an evaluation of the consumer complaints and customer review data, BBB’s file conditions indicate that this business has a pattern of complaints and customer reviews concerning customer service issues and unreasonable delays in response to reported maintenance issues. 
•Consumers allege making numerous attempts to contact management for issues, particularly to submit repair tickets. Unreasonable delays in response to reported maintenance issues (sometimes spanning months) including water leaks, mold, plumbing or sewage leaks, heating/cooling, etc.   
•They report no response to multiple emails or phone calls and experience difficulty when contacting the business to follow up on issues.
•Customers alleged the portal they are expected to use was often not working.

Below is a detailed overview of recent changes implemented in the last 90 days and planned, addressing identified complaint patterns, and the processes and procedures to improve the resident experience and responses to the issues identified in BBB’s pattern letter.  
 
MSR’s Proprietary Home Repair Dispatching Service:
Dispatch Improvements: As of March 1st, 2023, MSR has fully deployed technology to 
optimize Field Technician Work Order dispatching to increase the number of work orders completed within a shorter timeframe.
Resulting Improvements: MSR has already realized positive results from the technology enhancements and implementation including:
Percentage of work orders resolved in 5 days or less improved by 25% in 2023.
Increased MSR’s Google Rating from 3.3 to 4.4 in 2023.

“En Route” Function: MSR also recently enabled the “En Route” function so that our residents receive text messages notifying them that a technician is en route to the property. 
Increased Optimization: The technology upgrades tailored to the effective 
management of a high volume of repair work orders. MSR continues to build technology enhancements in vendor work order optimization.
MSR Technicians: MSR completes about 60% of all repairs with in-house technicians. Approximately 40% of work orders do require external vendors and may also require multiple bids to commence work. External vendors are required for structural repairs, roof matters, and some plumbing work and undergo a due diligence process prior to onboarding.  
Further Procedural Changes: The addition of a Customer Success team has also enabled the following procedural changes:    
•MSR has migrated all residents onto MSR’s new and improved Resident Portal from Yardi in early June 2023.
•MSR contact center answers 80% of all calls within one minute. The business reports a decrease in incoming customer service calls by 50% from 2022 to 2023.

BBB will update this profile with any additional information, including any business responses, when it is available. 

Alert 2

BBB has received information that this business’s name and/or property listings are being used by scammers. Unaffiliated individuals may be taking property listings from Main Street Renewals website and luring consumers to submit applications and/or security deposits for their private use. Consumers should be aware that official applications, lease agreements, and/or payments for properties managed by Main Street Renewal will be conducted only by authorized Main Street Renewal employees with appropriate business domain emails (@mainstreetrenewal.com) and they will not communicate with private email providers such as a Gmail account. In addition, Main Street Renewal does not currently use apps such as Zelle, CashApp, Venmo, etc. to accept funds. More information on how to determine if an ad is real can be found here:
 Avoid Home Rental Scams by Knowing What to Look For | MainStreet Renewal | Main Street Renewal (msrenewal.com)
  
 If a consumer has been presented with a rental scam, they are encouraged to do the following:
 1) Report the scam to local law enforcement
 2) Report the scam to BBB using BBB Scam Tracker (https://www.bbb.org/scamtracker) 
 3) Inform the website where you found the fraudulent ad
 4) Inform Main Street Renewal by navigating to their website and submitting a “Contact Us” form at Contact Us | Main Street Renewal (msrenewal.com)
  
 Consumers can learn more about how to spot and protect themselves from rental scams using the link below:
 https://www.bbb.org/all/scamstudies/is_that_rental_listing_real_scam