ComplaintsforHSL Properties, Inc

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 6th- My grandmothers plants were disposed. I arrived home at 5:40pm and found my grandmothers plants placed in front of my apartment had been disposed of without notice. I went to the office and spoke with the manager ****** who advised that there was a clean out scheduled and anything in the common area was assumed to be the property of the tenant previously evicted. She advised I could check the dumpster in the back of the complex but that was all she could do. She cited community guidelines, saying my belongings were in a community space and therefore she was not liable, but if I wanted to look through the property to see if anyone had taken them to ask for them back, I was more than welcome to do so. She also stated she would send me a screenshot of the evidence in the lease. May 7th- Sent email to ****** asking for the screenshot evidence. Called office to confirm email had been received. Walked the complex to look for my belongings as well as documenting the unenforced community guidelines stated for reason to dispose of my property. Since my apartment faces the street, there are different standards. May 9th- Sent email to Sycamore Creek & HSL regarding the issue, with an invoice for my belongings. May 23rd- Went into the office & spoke with ****** who advised that since corporate was involved, this was no longer her issue and I would have to wait for them to respond. Advise she still had not responded to my email. She then scrolled through the lease to the indemnification clause to justify her actions. I advised I needed a response or rent would be withheld. Kelley's responded, "I will just process your eviction." May 29th- Called HSL & left message for CSR rep. May 31st- Called HSL & spoke with CSR who advised they are waiting on the RM. June 1st- Attempted partial payment of rent and was denied. June 3rd- Late rent fee imposed. Called corporate who is still waiting on the RM. June 4th- Late rent fee imposed. June 5th- Legal fees on rent, paid fees.

  

  Business response

  06/19/2024

  We connected with ****** and reviewed the policy with her. If she has any questions or concerns, she is welcome to contact the office. We thank Amanda for choosing Sycamore Creek Apartments as her home.

  Customer response

  06/19/2024

  Per my conversation with *****, there was no apology but he did mention that the other tenants on the property would be given notice about having to move the belongings placed out front. A courtesy I was not offered. They are also not reversing any of the fees incurred due to their lack of communication. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC has been out for weeks and my property has not done anything to fix it. Rent is due in a couple days and I feel as though I either should not have to pay the whole amount or have to pay it at all until it gets fixed. The temperature in my units has gotten up to 85 degrees and the AC doesn’t work at all. when I turn it on, air comes out but it’s warm and I cannot open the windows because bugs have gotten inside. I have tried reaching out and sending emails but no one has gotten back to me. My maintenance request says “on hold” am has said that for weeks.

  

  Business response

  06/10/2024

  We apologize for the inconvenience and miscommunication, but we understand the issue has been resolved. Our team was able to contact Kiela and coordinate a day that worked for her to have a vendor come out and repair the A/C. We appreciate Kiela’s patience and understanding and for calling Springhill home. Kiela is welcome to contact the Springhill Leasing Office with any future questions or concerns.
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  05/07/2024

  We appreciate Ms. ******** willingness to collaborate and were able to bring the original concern to a full resolution. Unfortunately, despite multiple attempts, we were unable to reach Michelle regarding her follow up question. We kindly request that she reach out to the Somerpointe Leasing Office directly for further assistance. Thank you for choosing Somerpointe Apartments as your home.

  Customer response

  05/22/2024

  ******, HSL Corporate, finally called me on May 7, 2024 and left a voicemail. I called Alexis in the apartment office that day, as ****** requested and let her know that I was unavailable that Thursday, that I was extremely busy that week, and that I hoped to talk with her, ******, the following week. I also called corporate and left a similar message for her. ****** called me back the very next day in spite of my message. That was the last time she called me. As I had said, I called ****** and left messages with her associates on May 14, 2024 and May 16,, 2024, as she was not available. I finally was able to reach her on May 17, 2024. When I expressed the extreme negligence it is to do concrete work mere feet from a vehicle, she became quiet as though she understood. (The corner of the cement work touches the corner of my parking space.) She stated that she had to talk to someone and would get back to me. I am waiting for that promised call back. 

  Hope this provides you with an update on what is happening with this complaint. 

  Sincerely,

  ******** ****** 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been ignored multiple times for complaints such as roaches in the apartment or dogs off leash that approach me when I am allergic. My last complaint was in regard to having the AC turned on. Be wary of all utilities included because that means you are at the mercy of them controlling the AC. In AZ, the air conditioner is a bit important. Especially when you are charged to have pet. But even after several emails I can't get the AC on. Not sure what kind of sadistic push out this is but when I get sick and have to deal with 90 degree weather is ridiculous. When guests come over to confirm the heat, that's silly. Just like the water being out every other month I know get to enjoy deadly weather. What an awesome perk to be with at HSL!

  

  Business response

  05/08/2024

  Tanglewood’s on-site team communicated with Ms. Retana and her AC service request has been completed.  We apologize for any inconvenience experienced and encourage Ms. Retana to contact Tanglewood’s Leasing Office with any questions, concerns, or additional service requests.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  HSL charged me 249.33 - 8 day early lease termination fee. According to ARS 33-1318 early termination by tenant, domestic violence statute. HSL is not allowed to charge early termination fees. The only fees HSL has a right to charge are the utilities fees of 186.06 (when they can prove my utility cost this amount) along with the charge for cleaning the oven of 20.00. This can be taken from the security deposit of 400.00. Also the charge of 31.00 for one day is not allowed to be charged under the ARS 33-1318 act.

  

  Business response

  02/23/2024

  We apologize for any inconvenience and miscommunication. A team member was able to speak with Ms. *** to review her Final Account Statement and address any misunderstandings. The necessary adjustments have been made accordingly. We appreciate your patience and understanding.

  Customer response

  02/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21287027, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ***
  
   
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When my boyfriend and I moved in June of 2022 we had issues with the water leaking under our bathroom sink. We also had to have our parking spot changed 4-5 times since we moved in. There are always people blocking my boyfriend and I in our parking spot. We tell the office about it and they do nothing about it because it’s people that they work with. We had to wait about 45 mins or more to leave one time because they wouldn’t tell the maintenance guy to move his car. We always have a difficult time getting our complaints resolved. The vendors will get really rude sometimes and the office still does nothing about it. I called the office a couple days ago to have them tell the vendor to move their truck and they tried to tell me that the spot I was trying to park in was not my spot. Like I said they moved our parking spot so many times they can’t even keep up with it. I have a email showing proof that, that is our parking spot because I knew they would try and do something like that. This is the worst place I have ever lived in. If I could cancel my lease I would and never come back to this place or even recommend it to people. Also the water is constantly being turned off.

  

  Business response

  01/19/2024

  
  Thank you for bringing your parking concerns to our attention. Our team has taken the necessary steps to address these issues with the relevant parties, and we've shared information about designated parking areas. Your patience is very much appreciated, and we encourage you to let us know of any future parking or other concerns for quick resolution.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 09/17/2023, I signed a reservation agreement for $150.00 with Catalina Canyon Apartments located at 2300 West Ina Road, Tucson Arizona 85741. It states in there addendum that i have 72 hours to cancel my reservation without penalty, and that my $150.00 administration deposit fee would be returned within 14 business days. On 09/18/2023 at 4:00am i requested by e*ail an immediate cancellation of *y reservation from apartment #03103 and application to reside at catalina canyon apartments. Which is within the 72 hour cancellation period. On 09/18/2023 at 9:51a* i received an e*ail back fro* leasing consultant ****** crawford, stating that we do have your refund in process it will be mailed to you in the for* of a check within 2-3 weeks for $150.00. On 10/06/2023 i e*ailed catalina canyon apartments back stating It has been well past your stated policy of returning a deposit refund within 14 business days. I was e*ail backed from ****** ******** on 10/07/2023 that my refund check had already been sent out (not true). I emailed them again on 10/09/2023 that either, your manager is being dishonest or your management company is not being truthful in this matter. On 10/10/2023 i recieved an email from a ***** **** community director stating The check was cut on 10/042023 Check #****7.  It was sent **** ** ****** ***** ** ****** ****** ** ***** (again not true). I want my ad*inistration fee refund returned as stated in there own policy. I do not believe they are behaving in a professional manner.

  

  Business response

  10/24/2023

  ** ******** applied for an apartment home on 9/17/2023. On 9/18/2023, his application was denied and refund process was initiated in accordance with signed application documents. The refunded administrative fee of $150.00 was issued with check #****7 on 10/4/2023 and mailed out to the address provided during the application process by ** ********. To date, that check does not show cleared by any bank. If necessary, that check can be reissued and *ailed again. All information given to ** ******** was accurate and truthful. The refund process was handled in accordance with company policy and signed agreements. It, unfortunately, does not guarantee receipt by the applicant. We will contact ** ******** to communicate next steps and look at reissue of payment timeline. 

  Customer response

  10/24/2023

  They are not being truthful.  I have never received a refund in the mail from them. They never sent it and they know that they did not. They admitted there self's that the supposedly check was never cashed. That is because they never sent it. What a bunch of dishonest people they are. Also I was not denied my application for residency.  I cancelled the application before. The 48 hour period. If I do not receive my refund check very soon. I do intend to file a law suit against his properties. 

  

  Business response

  10/25/2023

  We regret that ** ******** has not received the refund check that was mailed out. Unfortunately, postal service is beyond our control. We will contact ** ******** to arrange for the check to be reissued and will see if he prefers to have it mailed or he can pick it up from our office. 

  Customer response

  11/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20770808, and find that this resolution would be satisfactory to *e.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********
  
   
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a resident at The Springs Apartments for 3 years and have always paid rent along with the Utilities charges every month. I have made 10 different requests just this year 2023 on 3/1,4/2,4/4,4/7,5/22,6/19,8/22,8/25,8/27,8/28, for a leak in hallway closet. Each request I have made has either been canceled or claimed to be resolved. This issue in the closet has not been resolved and there is still water leaking into hallway closet causing damage and mold to form inside closet making this dwelling inhabitable. Also, I have had to make 5 different request's for pest control on 1/3,1/9,3/10,5/24,8/1 for infestations of roaches within this closet. I don't want to terminate my lease even though I am able to do so because HSL and The Springs Apartments have not fulfilled there lease agreement to replace all broken AC line within the hallway closet.

  

  Business response

  09/08/2023

  Our team was able to get a hold of Heidi and coordinate an appointment that worked for her to have our maintenance staff make the necessary repairs. We appreciate Heidi patience, understanding, and for calling The Springs home.  Heidi is welcome to contact The Springs Leasing Office with any future questions or concerns.”

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My AC has been broken for the past few weeks. Always heating my apartment past the set point. On Saturday 7/15 it completely went out in the middle of an excessive heat warning. My apartment read 91F. Because of this I rented d an air B&B and have not been told I would be reimbursed in anyway. Furthermore I called the emergency maintenance line on 7/15 and was told nothing would be done until Monday. Monday I called the property manager at The Arboretum for an update and she said an HVAC company would take a look on Wednesday. I called today Wednesday 7/19 for an update and the person at the front desk said he didn’t know what the status was and hasn’t seen the HVAC company. This is a health emergency but it’s being treated like it doesn’t matter.

  

  Business response

  07/28/2023

  The Team at Arboretum has been in communication with Mr. Caswell and the repair to his AC has been completed.  Mr. Caswell is welcome to contact the leasing office with any questions or concerns.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a resident at a HSL properties location. Upon moving out I left the apartment in clean condition as confirmed by the employee Rebecka who performed a walk through with me. I was told after the next billing cycle I would receive an invoice for the remaining utility charges and my deposit minus those charge on the statement. I moved out of the apartment in the end of December/beginning of January before my end of lease date. I had sent an email with my updated address to receive the statement. After about two months went by after my move out, I reached out because I did not receive any documentation or return of my deposit. Since I was not getting resolution of email, I then went to the property to talk to someone in person and was given a printed statement about the “charges” dated on the same day I came in. I have since been trying to contact the property directly as well as the management (HSL) without response or resolution.

  

  Business response

  07/07/2023

  The Team at Brittany Court has made several attempts to communicate with Ms. Bennett to review and discuss the move out statement.  We urge Ms. Bennett to please contact the Brittany Court leasing office at her earliest convenience.

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