ComplaintsforHSL Properties, Inc

• 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.

• Initial Complaint

  06/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed a work order July 25th verbally, July 26th, a written one beginning of august, an online one on August 30th, September 6th, September 23rd via email, and I moved in July 24th. It took 10 weeks and 5 days for them to replace my moldy washer and dryer that did not work. They would send me emails stating my work order was completed but my washer room continued to reek and my clothes in turn had a stench. It also progressed my asthma where I began to have asthma attacks on a regular basis. They then tried to tell me I did not pay rent for the month of August and double charged me in November two times my rent and said late fees will apply if I could not pay it. I told them I only have one month of rent and I have records of them leaving VM saying I overpaid in the month of September. It was too much distress and lack of negotiation and I did not feel responsible for their error and the fact they would violated Section 33-1324 of the AZ residential Landlord and Tenant Act four separate times. Section 33-1341 protects my rights but they were non-compliant. I legally should have been able to terminate my lease based on Article 4, but I still was charged "miscellaneous fees". When I left, I gave them my security deposit to keep and left the space extremely clean, and they still wanted to charge me for Novembers rent, which they issued as twice the amount of normal rent.

  

  Business response

  06/21/2023

  Ms. ********,
  In response to your complaint, we would like to clarify that along with the replacement of a new washer, a total of $400 Customer Service Credit was given, $180 on 11/2/22 and $220.00 on 11/14/22.  We also informed you of a past-due balance on your account in November due to a billing error. Our Lease clearly states that if you terminate the lease before the expiration of the agreement and proper written notice is not given, you will incur additional charges. We can provide documentation of these credits and charges and a copy of your signed lease if needed. We regret that you have not had a positive resident experience and wish you well in your endeavors.

  Customer response

  06/28/2023

  That compensation was pointless because if you recall, when November came, you refused my check. You stated you would only accept twice the rent due to YOUR "billing error". Providing no grace or payment plan that I could do on behalf of YOUR error and began charging me late fees which swallowed up that minimal compensation for the broken utilities . After speaking with my attorney, he confirmed my responsibility and lack thereof regarding these charges. Considering my request(s) to clear the mold, fix the leak, and assist with pest control, were not properly handled within the 5 day period granted by Statute ARS 33-136, you breached our lease agreement. I have documentation of the deliberation which gave you well over a month to complete my request(s). This placed you in violation of the AZ Law Section A, for Material Non-Compliance. I notified you with plenty of time to get my unit up to code or I will terminate; as it was within my rights to do so without repercussions.  Furthermore, you placed a charge of $2,086.87 labeled as an “insufficient notice penalty” which is not supported in the language of our lease agreement. Lease termination and litigations are noted in clause 33-A and 35-C. Consequently, this is an invalid charge. I can provide you with a copy of all transactions including saying I was ahead of time on my rent as well as the lack of supported speech in the lease if you wish.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So when me and my husband moved in in February the dishwasher was busted so we called and filed a maintenance order in March since it was the end of February when we moved in. Maintenance came out and took a look at it and then around the end of March they came out again to look at it again. That was when we were told that they had to order a part for it which should have been figured out in the first visit. The second visit should have been to fix it. When maintenance left we called the front office to see what was going on because that part should have already been ordered and they told us that the head of maintenance is the only one who can order parts and he probably forgot. They told us they would put a rush on the part and work order so that we can get it repaired quickly. So we waited and waited and didnt hear anything from them for the whole month of April until we called the second to the last week for an update. They said they needed to speak with maintenance and that they would call us back that day but didn't do i called again the next day to get the same response and the day after that to get the same response again. We never received a call back so the next monday my husband and I went up to the office to get answers and were told the work order has been closed out April 7th and they had to open a new one and they would put a rush on it again. I called earlier this week to get an update and they said they would call me back and I called Monday of this week and was told they would call me back but never received a call back so i called again today and was told they are aware of the issue and if i haven't received any answers then they dont have anything for me which is why im not getting called back. This is their customer service. We just want our dishwasher fixed.

  

  Business response

  05/12/2023

  Thank you so much for reaching out about your repairs. Our team has completed all repairs, and our leasing office has contacted you regarding these repairs. Please let the leasing team know if you have further questions or concerns.
  
  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Estancia apartments owned by HSL will not release me from my apt even though I have paid all rent that is due thru end of my lease. They moved me in with a knowing roach infestation and didn't make it an urgent priority, The maintenance department failed to rectify a leak that resulted in my closet flooding and thus requiring an insurance claim. I have asked them to do a walk thru early since I have been out of the apt almost a month and I paid all my obligated rent thru end of lease. I cannot move on and get a new place until I am "released" from Estancia. I think that they could do that for me considering the apt condition was deplorable.

  

  Business response

  04/26/2023

  Thank you for contacting us regarding your lease. Our team has reached out to you and is waiting for a call back regarding setting an appointment for the final walk-through and to answer any outstanding questions you may have. We appreciate your patience and understanding, and the leasing team looks forward to assisting you. 

  

  Business response

  05/03/2023

  Thank you for your response. Our team did speak with you to review the terms of the lease. We understand this differs from the resolution you were looking for; however, we require our residents to provide proper notice and fulfill the lease terms to avoid termination and insufficient notice fees. We are happy to provide you with any supporting documentation, please don't hesitate to contact the leasing office so we can help you obtain it or review the specifics of your final account statement. We appreciate your understanding in this matter. 

  Customer response

  05/05/2023

  they still haven't moved me out

• Initial Complaint

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in back in November 2021. From the moment we moved in I began to have issues. We had a fridge that was over 30 years old that was broken and didn't work properly. The apartment had not been properly cleaned so I had to clean everything before we brought our son in. We had several issues with the AC they had us in the summer with 110 degree weather and a special needs child no AC. Our washer is currently leaking water and I've submitted several times maintenance request and keep being told they cant do anything about it. when the washer is in spin cycle the water leaks out all over my floor. The carpet in the entrance is lifting and my soon has scratched himself ono the tacks in it and I requested them to fix it shortly after I moved in. Its been over a year and still hasn't been fixed. Everything is so old things are constantly breaking and they don't get fixed. Pretty much you have to suck it up and deal with it. Our unit is $1380 a month. Which we don't mind paying but with the old outdated appliances and lack of care and effort from maintenance to fix things it is not worth it at all. The new manager is awful. This place has been through 3 managers in a year and employees. ****** is by far the worst she is rude and snooty and just all around nasty she made nasty comments about us not having money to pay our rent when in fact we did. We have paid our rent 4 months in advance and have never been late not once. HSl is a horrible company and I will NEVER rent here again. i highly recommend you don't either. Its not worth it.

  

  Business response

  01/19/2023

  Our team at Springhill has been in contact with Ms. Jimenez and all service requests have been addressed. We encourage Ms. ******* to contact the Springhill leasing office with any questions, concerns, or additional needs for service.

  Customer response

  01/21/2023

  why did it take over a year for things to be addressed and taken care of. 

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at Riverstone an HSL property for 5 months and every single time I need to contact the office for maintenance repair I speak to **** in the office and he will say one thing and something else happens. For example, I worked from home and asked to be called 10 minutes before the maintenance came because I have meetings and **** said he would let the maintenance know. But of course I get an unexpected knock at my door(4 weeks later) and when I tell the maintenance man I cannot let him in as I am busy he was dumbfounded when I told him I requested to get a call in advance. Another instance Our roof was leaking and it took 2 weeks for someone to actually come look at it and another 3 weeks for them to go in the roof and “fix it” not really sure what they did up there if they even did anything. Guess I will see when it rains again. The office says they will be over and never show and never call to exactly the situation. every time they no show I call and ask why they haven’t come and it’s always a sorry excuse. The office really needs to learn to follow up on their residents request as well does the maintenance. I see the maintenance driving around talking to each other meanwhile i’ve had work orders waiting to be repaired. the lack of communicating with each other is just awful and communicating with their residents. I mean living here is not free and I would think HSL properties would care about their residents.

  

  Business response

  01/09/2023

  Thank you so much for reaching out about your repairs. Our team has completed all repairs, and our leasing office has contacted you regarding these repairs. Please let the leasing team know if you have further questions or concerns.
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing this complaint in an effort to advocate for renters who live in Encantada facilities. Our experience at Encantada National while renting for over 12 months has been generally good, however, their onboarding and outboard processes are not consumer-friendly and renters should be aware because there are financial implications. We recently completed a 13-month lease, and worked with the employees in the front office to explain that we were leaving Jan. 21st and were speaking a four-month lease. They demonstrated an understanding of our intent to vacate end of January. As a renter, you seek guidance from the business regarding outboarding processes. Transparent processes are important. For example, checklists, clear explanations, etc. At this point, Encantada relies on renters reading contracts to navigate the process rather than providing assistance in their front office. The contracts are not clear to educated people. The contract that we signed stated that we would give formal written notice.... OR, or "intent to move out as required by paragraph 33(A)", 33A states that the "Lessee must deliver a signed, written “VACATE NOTICE” as provided below", however there is no vacate notice included in the 15-page legal document. Therefore, as a consumer working with the company representatives directly- we misunderstood that our "formal notice" had not been received (even though we effectively terminated our original lease and signed a 4-month lease- effectively giving 4 months notice). At this point, from a legal standpoint- the business is "covered," and as consumers, we have no rights. We didn't follow the contract terms- which are written in legalese. However, as an advocate for renters- I would like it to be formally acknowledged that the COMPANY is not customer friendly. When we asked, "what do you need from us"- they DID NOT provide the form that needed to be signed when we gave our four-month notice. This comes with an over 3,000 penalty.

  

  Business response

  01/06/2023

    Our office staff has been in communication with Mrs. ****** regarding her lease.  At HSL our training programs are consistent and ongoing.   All customer feedback is taking into consideration for current and future training. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday Dec. 3 my apartment living room flooded. I called the office around 8AM to notify them. At 10 I called again and maintanance arrived. 2 hours later the carpet people arrive to extract water. Fans are in place until Monday 12/5. Water and water heater are turned off by apartment complex. I am told to turn the water on for a short period of time when I need it, but then to turn it off. Again, no hot water and it still leaks into the house when on. I was told plumbers would be there on Monday. No plumbers arrive so I call the office, they say the plumbers will be out Tuesday. No plumbers, now they say it will be Wednesday. Finally plumbers arrive say everything is fixed and water gets turned on. I come home from work Wednesday (3pm) and my apartment is flooded again. I am told a water extractor will come out tonight to fix. Nobody comes until 12:30pm Thursday. Water is extracted and fan and dehumidifier are in place. Friday, apartment carpet is wet again and a puddle in the patio closet. The carpet guy came at 12:00 pm to extract the water again. He said he will be back Monday to check, which is another day I have to take off of work. The carpet guy came and found mold in the wood. I notified the office and they said they won't be able to get a plumber out till Monday.

  Customer response

  12/19/2022

  Hello,
  I received a message about my case. I have not received communication with the business. The water is extracted. However the mold is still present. Today a fungus started growing in my living room. I have attached new pictures. 
  Thanks,
  ***** ******* 

  

  Business response

  12/20/2022

  
  Initial leak was called in that started from upstairs apartment 217 on Saturday, Dec 3. The source was a supply line in the wall and residual water intrusion was found in 1st floor apartment, 117. Carpet cleaner came out Dec 3 and completed first extraction of water from 117. The first available plumber came out Wednesday, Dec 7, to fix upstairs unit 217. Resident of 117 had been told that the plumber would be scheduled for first available but was not required to be present. On Wednesday, Dec 7, 2nd extraction was called for in apartment 117, after repair to apartment 217, and completed the following day of Dec 8. On Friday Dec 9, minimal water was again found in 117 and extracted. A new plumber was contacted for additional inspection on leak/water intrusion. First available plumber was scheduled for Monday Dec 12. A new issue was discovered on Dec 12 for apartment 117 inside the water closet on patio, with a broken connection requiring cut out and reseal in the wall. This was causing a small amount of water along the baseboard and carpet to be wet. Repairs to water line and pipe cutting completed on Dec 12 and drywall repairs are being scheduled and will complete repairs in 117. Air flow fans were placed for dry out between extractions as well to eliminate any growth potential. We are in contact with the resident of 117 for the steps being completed and any further resolution that may be needed.
  

  Customer response

  12/20/2022

  Hello, 
  I have been in contact with the apartment complex. They have had the carpet company come and spray the carpet. I still haven't heard what they are doing about the mold in the wall. I have requested to be transferred to a new apartment with hopes of keeping the same rent and only keeping the remaining 6 months of my current lease. 
  Thanks, 
  ***** *******

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 2017 Hyundai Elantra GT vehicle was stolen off of HSL Property/parking lot on October 23rd, 2022 (cost $15,590). My vehicle was vandalized two times prior before it being stolen and the leasing office or security was unable to respond. My vehicle’s windscreen was broken the first time my vehicle was vandalized on May 14th, 2022 (reparation cost $280). On June 21st, 2022, my vehicle was vandalized a second time by damaging the drivers side door, handle, and window (reparation cost $530). HSL Sycamore Creek leasing office and Cactus Security were notified of both incidents. Their response was that they were unable to do anything and that the situation was out of their control, verbatim. On October 23rd my vehicle was ultimately stolen and I have received the same response as when my car was vandalized. Police reports were made on all respective dates. I have been living at this complex for three years and ten months, now, and I have never felt more unsafe. I work hard to pay off my rent on time ($830.00/monthly) to avoid HSL’s inexplicable fees. I am a responsible and respectful tenant and deserve the same in return from a complex I am giving my money toward. Sycamore Creek remains with unopened gyms, damaged washers and dryers, unresponsive maintenance repairs and horrible customer service from their leasing office. HSL property/ Sycamore Creek has done nothing to protect me and other tenants from danger. I am now at a great loss with my vehicle being stolen from HSL property and am unable to cancel my contract until June 2023. HSL property/Sycamore Creek’s conduct towards my safety has been uncalled for. My experience living at Sycamore Creek apartment complex leaves me in a depriving situation.

  

  Business response

  11/08/2022

  Thank you for reaching out with your concerns and we sincerely regret that your experience has been less than perfect. We care deeply about our residents and want to provide the most comfortable experience possible.  As stated in your lease: Safety; Liability; Release; Insurance - Lessee acknowledges that the personal property and safety of the Lessee and Lessee’s occupants and guests is the responsibility of the Lessee and local law enforcement agencies and not the responsibility of management. Our team has discussed this situation in depth with you and I would recommend you keep in communication with our on-site team regarding your options on transferring or lease termination. We hope we can turn your experience around and look forward to speaking with you

*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. ↩