ComplaintsforHSL Properties, Inc

• Initial Complaint

  10/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been having issues with my a/c for the last month it finally got fixed after being told to keep it set to 74/75 degrees while I did that few weeks goes on and in the closet where the pan is it was leaking cause it froze again this is the third time it has happened half my shirts off wet and I want to be compensated for it but they will not do so

  

  Business response

  10/27/2022

  Thank you for reaching out regarding your concerns. We are happy we were able to come to an acceptable resolution. We appreciate your patience through this process. Please keep in communication with our leasing office for any additional needs. 

• Initial Complaint

  09/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a tenant at Sycamore Creek apartments. A complex managed by HSL. For 3 weeks now I have 2 sinks leaking water, one of which is a vast amount. Both causing water damage. One has caused the garbage disposal to short out. Numerous times I have reached out to the apartment complex office and been completely blown off and treated rudely. I have called HSL corporate and was asked to leave a call back number. They haven't responded. I sent an email asking for assistance in the situation, that went ignored as well. 3 weeks later here I am reaching out to you for help. Any assistance would be appreciated. I pay over 900. 00 a month and have 2 non usable sinks. 3 weeks in my eyes is unacceptable. Thank you, Joe G

  

  Business response

  10/02/2023

  One of our team members was able to get a hold of Mr.Garcia, and he informed us that our maintenance staff had already done the necessary repairs. We appreciate Mr'Garcia's patience, understanding, and for calling Sycamore Creek home. Mr.Garcia is welcome to contact The Sycamore Creek Leasing Office with any future questions or concerns.

  Customer response

  10/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17902208, 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,
  
  Joe Garcia
  
   
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has been neglectful in repairs and health conditions. There is a leak in the roof that has cause a hole to form in my bedroom upstairs. I put in an initial request for repair on 7/25/22, it has been 35 days and still no repair. My apartment also has begun to develop mold spores 8/11/22. I am desperately needing some help

  

  Business response

  09/12/2022

  Thank you for reaching out regarding your work order for your apartment. I have completed an investigation of your apartment and during the time you are referring to, our team made repairs to the exterior of the apartment. At this time, all repairs have been completed and the team is set to finish painting today. We appreciate your patience and understanding while we worked through the repairs. Please reach out to our leasing team if you have any further questions or to submit work orders.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/19 - Our upstairs neighbor pipes broke causing our roof to leak from our bathroom , spreading all the way to our living room. 06/20- Flooding specialist came to suck water out of the carpets and place large fans to dry off carpet After these incidents we believe that there could be potential mold growing as there was a mildew smell anytime we walked into the apartment. We requested a mold test which they agreed , once the mold specialist came and did there thing we were told the results will be in within the next day. More then a week later we still heard nothing back from the apartments telling us we don’t have mold so we took into our hands to hire our own. Once we received the results from our hired specialist it came back positive. Finally we heard back from our apartments and they stated it was negative. They won’t give us any proof stating that it’s negative which makes us believe that they aren’t telling the truth. What steps forward should we take

  

  Business response

  09/06/2022

  The Springhill team has been in communication with Mr. ******. All repairs and an air quality test were completed, and the test results were relayed to Mr. ****** and another leaseholder on several occasions.  The residents moved out as of September 2, 2022.

• Initial Complaint

  07/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/18/2022 I submitted a work order due to our AC leaking. Maintenance arrived did what they could, but the issue was not fixed. I submitted a work order yet again on 6/23/2022 once again Maintenance showed up attempted to do more. Mentioned the AC had froze, we should let it dry for about 3-4 hours (given we live in Tucson Az where it reaches over 100° during the summer). We complied and did just that, we have spoken to the office more than once about it. Their answer is they are short staffed, and do not have units available to replace, "There are some residents that did not have any AC". Like that is suppose to make my problem smaller, a month later 7/24/2022 I still have a leaking AC. Our carpet is wet and getting ruined and our ceiling is near falling apart.

  

  Business response

  08/02/2022

  Thank you for reaching out regarding your work order concerns. All work orders are complete, and we appreciate your patience and understanding. Please contact our leasing office for any questions or concerns you may have

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reside at Camino Seco apartments in ***. I have recently had some issues with our air conditioning all of which have gone unanswered. My air conditioner was leaking and requested a fix about 2 weeks ago and NO ONE came out to check on this issue or fix it. When I follow up they act as if I am bothersome and say someone will be out. Yet, no one comes. Today 7/1 My nest for my air conditioner has gone out and it says there is a wiring issue. The lady in the office said she would put a work order in, when I asked her when they would be out she said 7/5. The incident happened on 7/1. I informed her that we can't go that long without air and she said it was not hot enough where our air would need to be on. She then said I could call the after hours maintenance line and see if they were WILLING to come out. Now I need this to be in writing. This apartment is filled with roaches, mold and honestly lack of annual maintenancing. My youngest son and myself have asthma and can't live in these conditions. Often times we are having to pay out of our own pocket to fix things to keep the aparmtent livable.

  

  Business response

  07/12/2022

  Thank you for reaching out regarding your work order concerns. Our records indicate that your air conditioner was repaired on 7/2. This morning 7/12, you reported the AC was not cooling properly. Our team is currently in the process of diagnosing and repairing your air conditioner. We appreciate your patience and understanding. Please keep in contact with our leasing office regarding any future needs.

  Customer response

  07/15/2022

  HSL has still has not called us to provide an update if the AC was fixed, the tech informed us on 7/13 it "should be up and running in the next 30 minutes". My husband called the office on 7/13 prior to their office closing and left a message and has still not received a call back. The AC went out again the night of 7/13 going into 7/14 and was turned off again for several hours. It has since been running and cooling but the issue is the lack of communication and response that they still have not said if it is repaired, is there anything pending etc.

  They sent a tech out to seal holes in the walls that roaches can possibly be traveling through but there has not been an improvement in that. I am not sure how long they want us to provide. They say we have to call to get on the pest schedule weekly but if we call and leave a voicemail and don't get a response back how are we supposed to be on the schedule. We have gone out of our way to pay another company to come out due to their lack of assistance. An apology would be nice and maybe some integrity to fix the issues because it is not okay nor sanitary to leave people in this environment. The mold on the exterior of the AC unit was not addressed or fixed either. 

  I have attached photos of our refrigerator and the mold on the AC unit as well as holes that they indicate were sealed but was not done. 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was renting at catalina canyon for Almost two years i called and gave my notice that I would not be extending my month to month lease as I was moving out of town manager ***** said I couldn't give notice through phone and i needed to go into office to do so which i did on April 18 Isa was the one helping me I signed paperwork and was told maintenance would be doing a walk through within 48 hours which was never done. I also requested on the paper I signed to be present when walk through was being done which also wasn't done. come now in June I log into the portal and see a charge for insufficient notice office is claiming I never went in to give notice which isn't true Isa even filled out a landlord verification form for me Which I have on emails so they knew I was leaving. Now I'm stuck with a 3000 dollar fee for something that isn't my fault. Please help me solve this.

  

  Business response

  06/28/2022

  ********* ******** was a resident at Catalina Canyon Apartments, with a lease end date of 5/1/2022. The rental agreement signed by ********* states that written notice to vacate must be received by the office and no verbal agreements will take place. Office staff instructed ********* to complete a written notice to vacate and that the office had a form for this. The office left a message on April 11, 2022 and emailed regarding a possible renewal on April 28, 2022. On May 29, 2022, the office called ********* again regarding some activity noted at the apartment and she instructed staff that it was her sister cleaning the apartment for June 1, 2022 move-out. Office has no record of written notice to vacate and no office staff recalls meeting ********* in person. Regarding a rental verification, the office stated that notice had not been received, so no information could be given. On June 1, 2022, the office spoke to ********* over the phone and she informed the office that she was already gone and forgot to drop off the keys. She also provided a forwarding address at that time. The apartment was then processed in accordance with the lease agreement, with final billings calculated and charged to the resident ledger. Thank you.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/18/22, I submitted documents to sign a leasing agreement with HSL at the Encantada Continental Reserve Property. I was assured that everything was completed and that only a credit screening was required. Subsequently, more requirements were added prior to move-in without informing me. I received multiple variations of the requirements which subsequently cost me hundreds of dollars in hotel fees. When I moved in, a "credit" was applied to my account that was subsequently removed after my first payment. The Assistant Community Director did not explain the leasing terms and/or the option to purchase renter's insurance - which I subsequently purchased independently. Not only were hotel expenses incurred but the rent was subsequently increased - due to the delays. One of the employees - Patrick Benson - went so far as to imply that he was going to price gouge me. When I finally was able to move in (3/21/22), the apartment was extremely dirty. I had some security concerns which helps explain why they didn't go over renter's insurance. Excerpt from email on 3/22: " Here are a couple of things I have noticed: -Community gate door in front of my building is not working correctly (the key fob is not required to open the door) -door to the apartment was unlocked when I walked into the unit yesterday (not sure that it matters since it was empty but just a heads up) -there appears to be a mistake on the resident customer service program, that displays 7 months vs 6 months for the lease terms (though the dates appear to be accurate 3/21/22 - 9/22/22) -I have acquired renters insurance (looks like the lease displayed that I had chosen not to acquire it and had foregone my right to do so - wasn’t aware that was a thing)." Apparently, there were a lot of "technical glitches" when I was trying to make some payments or modifications - as well. The leasing office refused to accept my packages. I have a disability and the above amplified the stress.

  

  Business response

  06/27/2022

  We have attempted to contact Mr. ********* multiple times on 6-17 and 6-21 with no response from him. Our team will continue to reach out and hope to resolve the issue. 
  
  

   

  Customer response

  07/14/2022

  I'm not sure why they haven't sent an email regarding this complaint. I was given a one month credit towards rent but I think this resolution is unacceptable. People with disabilities have civil rights and private enterprises should do better to hire the appropriate people. Furthermore, the security of the property is constantly ill maintained. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On May 1, 2022 I logged into resident portal to pay rent just as I have done for the 12+months. Dur to recent lease renewal for May there were prorated charges showing and the amount of rent the was reflecting was different than what was on my statement (more). So in effort to pay my rent as I should in a timely manner I typed in what was reflecting in the online portal to ensure that I paid correct amount of rent. Unbeknownst to me by putting in the correct amount I was actually submitting an extra payment by mistake. Almost immediately when I hit send the system alerted me that I submitted a double payment. I immediately called the rent office and spoke to ****** whose immediate response was that they cannot stop the payment and that the only resolution was to call my bank to stop the payment if I did not want a double payment taken out of my bank account. So that is what I did, called my bank to get payment stopped (incurring 31.00 stop payment fee). I also then called ****** back to let her know that I did call my bank yo stop payment and to ask what should I do next to make sure payment was submitted on time. A few days later got notification that I have to pay NSF fee to apartment. I called to speak with people in off ice and got a dismissive answer that they will not reverse this NSF fee as it was my fault. Was referred to call Customer Relations line to speak with Rachel to possible get resolution. Rachel did call me back and was very dismissive as well and adamant that this was my fault and emphasizing that this was policy and my fault. Rachel also added that she spoke to ****** before she spoke to me and that ****** informed her that I called my bank to cancel payment before I spoke to ****** to get alternate resolution. Rachel did inform me that ****** could have escalated the matter to Community director who could have called tech support re the double payment which could have possibly been stopped for I could have been reimbursed other half of dbl pmt.

  

  Business response

  05/19/2022

  The on-site management team has reached out to Ms. ******** ****, her concerns have been resolved.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out early from an apartment at 1901 Wilmot Rd. from the Sycamore Creek apartments. I agreed to pay the early termination fee of $961.50 and was told I could pay monthly. I started paying immediately and finished in February of 2022 (6 Months) Earlier this month I found out that HSL had sent my case to collection even though I had paid in full. Obviously an admin error. HSL never contacted me trying by phone or email to say they thought I had an open balance and just submitted a paid invoice to their collections agency. I have all the documentation to prove that the debt has been paid.

  

  Business response

  05/06/2022

  Thank you for reaching out regarding your account. We have completed the research on your account and the leasing office should be in contact with you. We appreciate your patience and understanding in this matter. Please let the leasing office know if you have any other questions or concerns.

*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. ↩