Complaints

This profile includes complaints for HSL Properties, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HSL Properties, Inc

  3901 E Broadway Blvd Tucson, AZ 85711-3452

  
• 

  HSL Properties, Inc

  11105 N. 115th Street Scottsdale, AZ 85259

• 

  HSL Properties, Inc

  720 W Oneil Dr Casa Grande, AZ 85122-1166

• 

  HSL Properties, Inc

  3901 E. Broadway Blvd. Tucson, AZ 85712

  
• 

  HSL Properties, Inc

  600 N Pantano Rd Tucson, AZ 85710-2370

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of La Encantada Continental Reserve on 12/8/2024. I cleaned the apartment and made a video of the entire apartment. There was no damage to the apartment and I made a video of the property. I was not notified when the management would be doing the move out inspection so that I could be present. Approximately 2 weeks later, I received a final billing statement stating that I owed $1200 to replace a sliding patio door that had a huge hole in it. Their proof that it was my apartment was simply a photo of the number plate outside. In their photo of the damaged door, the color reflection is a reddish color. My accent wall was green. Obviously, it is either another apartment, or work had already been done in there and the accent wall painted another color and the workers damaged the door, if in fact it was my apartment. In my video and still shots of the video, taken 5 minutes prior to going to the office and turning in my keys amd fobs, there is clearly no damage and no reddish/purple color reflection. Either one of the properties employees or contractors is responsible or it's a stock photo that they send to charge false damages. I immediately called and asked to see the damage but conveniently it had already been replaced and the apartment leased. If it was repaired and leased that quickly, then why was a 60 day notice to vacate required and I was billed for the 8 days because I only provide 52 days notice? This place is unethical and the property was in disrepair the entire 2 years I was there. In the photos attached, you will see their "damage" and my still shots from my video. If I did it, I'd pay for it. Do not live here.

  

  Business Response

  Date: 01/20/2025

  We have thoroughly reviewed the dispute and stand by the charges assessed at move-out. Our final inspection, conducted on December 16, 2024, documented clear damage to the sliding patio door. Per standard protocol, our team takes a series of photos throughout the apartment during an inspection, beginning with the apartment number plate. These photos show clearly the damage to the sliding glass door in questions. As for the red reflection seen in the still images, this is due to our staff's red uniform shirts worn. If you have any question or concerns, please feel free to contact the leasing office at your earliest convenience. 

   

  

  Business Response

  Date: 01/22/2025

  While videos are not part of our standard inspection procedure due to storage limitations in our property management software, which is why one was not taken at move-out, additional video documentation was obtained in response to this dispute. A video taken on January 20, 2025, begins with the apartment number plate and continues in an unbroken recording to the patio door. This video clearly confirms the same damage that was documented in the time-stamped photos from the inspection on December 16, 2024.
  The photos provided by the Customer in this dispute are not clear and do not adequately disprove our findings. Notably, the screenshots submitted of the opposite side of the door are perfectly clear, while the images of the actual area in question lack the same clarity.
  Records also confirm that no one from Encantada Continental Reserve entered the apartment between the time keys were returned on December 8 and the final inspection conducted by management on December 16.
  The statement that the door was already replaced was a miscommunication—while it had been ordered, the replacement was still pending. We apologize for any confusion this may have caused.
  We stand by the accuracy of our inspection records and the associated charges.
  

  Customer Answer

  Date: 01/27/2025

  Now you want to change your story about the door having already been replaced? Then why was I denied the request to insnsoect the damage? You are engaging in false and fraudulent tactics. Those images i orovided are clear enough! If there was a hole in the door when I made that video, you would see a larger dark spot on the door. THERE WAS NO DAMAGE WHEN I MOVED OUT. THAT DAMAGE WAS DONE BY YOUR MAINTENANCE STAFF OR A CLEANING CONTRACTOR, AND THEN BLAMED ON ME

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The thermostat on my oven was defective and maintenance was going to order the part to repair. Instead, they opted to replace the entire unit. However, they put in a smaller stove that is white. My refrigerator is almond, the dishwasher is black. I don't want 3 different color appliances. I want the the correct size oven in either almond or black. Maintenance also took my oven thermometer and switched it with their own old one. I would like to have mine returned since I don't know how accurate their's is. Management (I spoke with Elizabeth) claims that as long as the new stove functions, that it doesn't matter that it is the wrong size/color. I am expecting a return call with the manager but I am never able to get any conflict resolution and I have lived here for 30 years.

  

  Business Response

  Date: 12/16/2024

  On December 11th, you reached out to us regarding the new stove that was recently installed in your apartment. A replacement stove was provided because the part required to repair your previous unit was on backorder and expected to take approximately 10 days to arrive.
  During our discussion, you expressed a preference for either having your original stove returned or replacing it with a new stove in almond color. We informed you that, unfortunately, almond-colored stoves are no longer available. As confirmed in your conversation with our team, your original stove will be returned to you once the necessary part arrives, and the repair is completed.

  Customer Answer

  Date: 12/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22672347, 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,
  
  Maryanne Kutz
  
   
  

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the worst move in experience ever. these people moved me into an infested building without telling me. I just unpacked all my stuff and after being here less than a week I have to pack everything back up and vacate with no where to go because these irresponsible selfish and greedy people.moved.me into a building right before it needed to be treated. how am I here for less than a week and I need to vacate for this place to be fumigated. and I have online class and a pet that day. not to mention these people said It would be a 15 minute inspection then changed it to fumigate the whole place and charging us if we don't remove everything out of a studio with barely any space and cover it with plastic. This comes after four men tried to gain entry days after i moved in without any notice because management lied and pretended like the building is ready to inhabit and didnt provide notice of fumigation services. Furthermore I have severe eczema and a elderly dog with breathing issues and all of my stuff is being contaminated with irritants not safe for either one of us. I just spent all of my money moving here and I would have not had proper disclosure taken plac.e now my health is comprised. Lastly management has ignored all emails and calls. ****** ignored all emails after the lease was signed and my money deposited. No one has tried to rectify the situation. Now it's the morning of and I have no choice but yo be on the street with my dog. Miss my classes. And suffer negative health consequences. Meanwhile management ignores all correspondence. It appears I have to request government intervention.

  

  Business Response

  Date: 12/03/2024

  We sincerely apologize for any inconvenience or miscommunication. A team member has contacted Ms. ******* **** ***** and is waiting for her response regarding a suitable day to meet in person and discuss any concerns. We greatly appreciate Ms. ********* understanding and her willingness to collaborate throughout this process.

  If she has any additional questions or concerns, we encourage her to contact The ******* Office directly.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 30, 2023 This company is corrupt. If they expect a spotless apartment when you move out then why don't they clean it when you move in. The apartment was so saturated with cigarette smells. I was never able to use the ceiling fan in the bathroom ashes would fall down. The carpet smelled so bad of cigarettes. I was told this was a non-smoking apartment. Now they want me to pay to replace the carpet. Shouldn't that have been done after the last tenants that smoked in it. Why should I have to live for a year under those conditions and pay for you to replace the carpet. I am battling breast cancer and this is the last stressor I need right now.

  

  Business Response

  Date: 11/22/2024

  Jennifer Grosstick recently moved Out.  HSL Asset Management conducts Move in and Move Out inspections with every tenant.  The Move In inspection for Unit does not note any issues with the carpet at Move IN.  During the course of our Move Out inspection the carpet had a bleach stain in the middle of the floor in addition to another room with multiple stains.  We had Carpet Express come out and inspect the carpet to see if it could be cleaned and restored.  Carpet Express indicated due to the bleach stain and other stains the carpet can't be cleaned and needs to be replaced.
  
  Regarding, smoke smell prior to all tenants moving in HSL Asset Management conducts walk thru to identify items.  If there was a smoke smell in the unit it would have been treated for smoke and the interior would have been repainted.  This is our normal course of action for units that tenants have smoked inside a unit.  In addition if this item was identified at Move In it would have been noted and corrected.  In addition, Jennifer Grosstick did not submit any work request for Smoke Smell in her unit.  If a work order would have been submitted this item would have been addressed and resolved.
  Thank you
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HSL Properties (Skyline Gateway) is charging me 2 months rent plus an array of cleaning charges (mostly bogus/total of $2,406.71) for breaking a lease on an apartment that leaked water through windows, walls and ceilings every time it rained (monsoon mainly). They pretty much refused to do anything about it until I gave my 60 day notice. Took their "experts" 4 visits to find the leaks. Hasn't rained since so the jury is still out if it's fixed. But I was done with them after almost 3 years of complaining. Also concerned that there's mold in the walls. Apartment flooded completely before I rented it (I discovered that fact after I moved in). I believe HSL properties is breaking / broke Arizona's Implied Warranty of Habitability. I should not be forced to stay in an apartment with structural damage just to avoid breaking the lease. HSL knowingly rented me an apartment with real issues. Mine wasn't / isn't the only apartment at this complex with flooding/water problems.

  

  Business Response

  Date: 10/14/2024

  We apologize for any inconvenience you have experienced. We understand that Lorraine was able to speak with the staff and go over her concerns. We have removed some of the cleaning fees. We encourage Lorraine to contact Skyline’s Leasing Office with any questions or concerns. Thank you.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts contacting Estancia apartments about the mold problem and water damage in the master bathroom. I have been told it’s just mildew and that they can resurface the tub which does not deal with the issue at hand. The tiles are cracking and the tile that came out presents that there is water below the tiles that is crumbling the sheet rock behind the tiles. The water damage has destroyed the bottom half of the door panel. There is also water damage in the main bathroom that is above the shower. The paint is peeling and bubbling. Please remedy this for us.

  

  Business Response

  Date: 07/08/2024

  Thank you for reaching out regarding the repairs to your apartment. Our maintenance team has investigated the areas of concern, and there are no leaks. It has been recommended that resurfacing be completed along with repairing the tile in the shower. The leasing office has spoken with you regarding the recommended repairs, and you have not agreed to the work or signed the waiver needed to complete the repairs. The maintenance team will replace the bottom portion of the door and inspect for any further areas of concern. Please feel free to contact the leasing office with any other concerns or work orders that may be needed.

  Customer Answer

  Date: 07/15/2024

  my name is not Debbie and I do not live at Somerpointe apartments. Ideally if we were to transfer to another apartment, we would appreciate it being at the same rate we are currently paying. If that is not ideal then maybe a courtesy hotel that allows pets for a night would be greatly appreciated.

  

  Business Response

  Date: 07/17/2024

  Thank you for following up regarding work orders for your apartment. The team has addressed all the concerns, including replacing tiles, repairing door panels, and addressing paint concerns. Our team has conducted a thorough investigation of moisture, and it came back clear. Please don't hesitate to contact our leasing office if you have any work orders that need attention or have further questions or concerns.  
  

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been living at Sycamore Creek Apartments for 4 years and every year and every monsoon season my apartments flood, my sandbags get taken away and my closet becomes flooded. I was advised that the structure is uneven and the water when it rains comes under the structure and floods our entire apt. I have a 76 year old bedridden mom in my house and she cannot be moved. I have repeatedly ask to be moved at sycamore creeks expense and ask for discount on my rent and nothing. They pay to have my house dried out but I have to pay the electric bill associated with that dry out. I would like some restitution.

  

  Business Response

  Date: 07/05/2024

  We apologize for any inconvenience you have experienced. We understand that Ms. Walker met with the staff on 7/3/24 and has taken the necessary steps to address her concerns. We have shared potential solutions, including offering an on-site transfer. We encourage Mrs. Walker to contact Sycamore's Leasing Office with any questions, concerns, or additional needs that may arise in the future. Thank you for calling Sycamore Creek home

• Initial Complaint

  Date:06/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 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 Answer

  Date: 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,

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