ComplaintsforHSL Properties, Inc

• Initial Complaint

  04/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The current problem is electrical and has been since August of 2021. As it can be seen in the attached maintenence requests this property has not been effectively responding, communicating or fixing the requests that have been made in the last 2+ years that we've occupied this address. The reason for my complaint at this time is because this electrical issue was causing a light fixture to burn and melt which is a fire hazard and a safety hazard. Another issue has been brought to there attention that the wiring is faulty at the smoke detector (picture provided). The amount of time that this issue has been left unresolved is completely unacceptable and needs immediate resolution.

  

  Business response

  04/15/2022

  Thank you for reaching out regarding the maintenance items in your apartment. I’ve spoken with the office and the items listed in the complaint have been resolved. Please continue reaching out to the leasing office for all your apartment needs and thank you for being a valued resident. We appreciate your patience and understanding.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am renting an apartment at Encantada Continental Reserve in Marana, AZ. I am going to renew my lease without a guarantor by 24th of March. Then they told me if my income does not meet 3 times of rent requirement. I need to provide the saving 3 times of rent for 12 months which I did it, then Assistant Community Director ****** ***** told me yesterday by email. I need to provide the last 3 months bank statements to qualify renew lease without a guarantor. In fact, I talked to Community Director **** she told me the same answer earlier. otherwise, I need to pay additional deposit of $750. She attached the Rental Qualification Acknowledgement. But the Acknowledgement did not indicate "3 times of rent for 12 months". They said I have to renew by 3/24 which is tomorrow, otherwise, the rent will change. I tried to call the office these two days but no one answered when I left message, no one return my message. If I can not sign the lease on time, new rent will go up, they need to promise to the rent before 3/34/22.

  

  Business response

  03/24/2022

  The Community Director at Encantada Continental Reserve was in process of communicating the concerns Ms. **** to the Corporate office of HSL Assent Management sent 3/23/22.    On 3/24/22 Ms. **** was contacted by the Community Director and her concerns have been remedied. ...

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We live at Encantada Dove Mountain in Marana, Arizona. We have been residents here for 7 years. We love our community and love our apartment. The staff here is top notch even as they are short on help! My complaint has to do with the care and upkeep of this property. Since we have lived here for so long, we have seen the deterioration that this property has incurred. Since our pool opened back up after the Covid ordeal, it first closed because the tiles needed repair, we waited 4 months, no repairs were being made. I called HSL and the next day, work began. Currently, the pool is not usable because the heater has gone out and we have been told that they are working on it. This has been going on for two months now. When I called HSL and spoke with Rachel about the issue, she made me feel as though I had no right calling their office. In fact, she told me to take it up with the Community Director, which, naturally, I already had done this. The property (Luxury) is in desperate need of repair. The brick facade is falling off the buildings, none of the treadmills work in the gym, we used to have umbrellas at the tables by the pool, we now have none! If HSL is Asset Management, they are doing a poor job.

  

  Business response

  03/01/2022

    I have spoken with Mrs. ******* via phone.  Per our conversation I have updated her with the status of all items she noted.    Additionally, the staff will update the residents regarding the items that are still awaiting arrival of product to finalize repairs. 

  Customer response

  04/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16786756, 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

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have developed allergic rhinitis and bronchitis and had to go to emergency room because of the conditions of my apartment. I have had mold and mildew smell for months and have been asking for a new unit for months. There was a leak that wasn't fixed for months and months on end, with weekly visits to the office. None of my complaints were taken seriously, even when I presented photos and videos of the problem. Now I am spitting up blood and black phlegm due to this. The apartments do not want to move me units until I am caught up with rent (waiting on rental assistance) But when I first asked for a new unit I was caught up. Nothing i have asked for to be fixed gets done but this one is the main concern as I now have to use an inhaler to breathe. The hospital said this won't stop til I leave this place. I have photos to prove the leaks. And the work documents say "completed" for things that still have not been fixed, including a wasp nest I asked to be removed when I moved in in June 2021. We are at the end of January 2022..

  

  Business response

  02/09/2022

  Thank you for reaching out regarding your work order concerns. At this time, all repairs pertaining to the previous leak have been repaired. The team has reached out to you for paperwork to be singed so the carpet vendor can address the padding. Please reach out to the leasing office to return the paperwork so we can get it scheduled. We encourage you to continue your communication directly with the office staff and appreciate your patience and understanding in this matter.

  Customer response

  04/03/2022

   
  Better Business Bureau:
  
  I am still waiting for carpet and pads to be changed out. The company came but didn't want to change everything so they closed work order and we are still waiting for them to come back and fix it. They billed the office for something that they didn't do but won't respond back to them to come complete it. Its been a few weeks now and those of us residing here are not getting any better.
  
  Thank you,
  
  ******* ******
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  (Abbreviating to fit into required characters) Online app put in w/ CSV 12/9/21 (Paid $255.75). Following app an 'Alert' came in &stated that rent price had changed from $1,484.00 to $1,372.00. A few days went by &hadn't heard anything, so we decided to go to the property & ask ?'s & introduce ourselves. We met *********, we explained that Landlord gave 30 days notice because she was selling her home, we needed to know ASAP if we were approved or not (We were told rent was now $1,469). He said that they were waiting to hear back from Landlord to verify rental history &we should hear back from them no later than Tuesday. My husband asked for a copy of the rental verification form, & I'm glad he did. Our Landlord is very efficient when it comes to communication, so we knew something wasn't right. We contacted Landlord right away after leaving the property & she confirmed that she had NEVER heard from anyone at CSV to verify rental history. A week went by & ********* kept lying about hearing from our landlord. I happen to log into our HSL Property 'Applicant Portal' to check the status of the App ¬hing had changed. I noticed a typo on Landlords#. I called # that was on my application that ********* swore he called. It clearly says "this is not a working number." We took form to Landlord &she filled out. Emailed & called CSV right away on 12/18/21 &he said he printed out and put in our file for processing. He said again, a few more days. NOTHING AGAIN! This is 14 days of lies and nothingness. We reach out again &now he is saying he has to call Landlord to verify that whats on form is valid & asked for a number to our Landlord. That was 4 days ago. This business is liars &scammers. He knew that we only had 29 days to vacate property and he ate up 14 of those days with absolutely NO progress on his end. We never heard from this property by their own hand, only because WE reached out. We did more research on this company and this is their reputation & being slumlords.

  

  Business response

  12/30/2021

  Thank you for reaching out regarding your application concerns. I see that your application has not been cancelled with the property and you are still set to move in. I have reviewed all communication/documentation and I understand that you had a typo on the phone number causing a delay in getting the rental verification completed. You brought in the rental verification form, and it was filled out and not notarized, so our team had to verify the information was from the landlord prior to approving the application. It looks like you started the application process on 12/2 and completed it on 12/9. The quote dated 12/9/21 and the submitted application (date finalized 12/9/21) show a move in date of 1/10/22 with the rent matching at $1469. I do understand there was a switch in apartments and a delay in submitting the application which can cause a shift in pricing. All quotes expire at the end of business day following the date quote was issued, so the amount from 12/2 would not be locked in due to the application not being submitted until 12/9. Per the reservation agreement, the administration fee becomes non-refundable 72 hours from submission of the application and the non-refundable application fee(s) required for administrative processing. As of now, the application has not been cancelled with the leasing office. Please contact the leasing office to inform them of your decision to either cancel or continue. Thank you in advance for your communication, our team is ready to assist in any way possible.

  Customer response

  01/08/2022

  I tried to respond in the Consumer Complaint Portal, but I am not able to. We did hear back from the business. We were contacted by ****** about proceeding with our application and moving in on 01/10/2022. We decided to proceed with moving in, as we would be homeless otherwise due to no time to find a place now.  Please let me know if you need anything from me. Thank you for your time and help with opening up communication from the business side of things.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in tanglewood apartments from July 2020 to July 2021 and had a bad experience from the start. My air conditioner broke several times and took forever to fix it, I had leaks under my sink that I reported a few months after moving in and they fixed it the week I moved out. I had water damage in my walls and windows, roaches and I had mold growing in my apartment and I reported it several times and nobody fixed it. I also got sick a few times and was throwing up because the mold. I want a refund because that place is a health hazard and should be shut down.

  

  Business response

  10/02/2023

  Our records show that each of Ms. Amador’s service requests during her residency at Tanglewood Apartments were addressed in a timely manner.  Ms. Amador may contact the Leasing Office with any additional questions or concerns.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started renting in June 2021. Everything seemed fine with the apartment. Then in August everyone in the family started to get very sick in the apartment. We thought we all had colds.... that is not the case. When I finally could not get out of bed due to being so sick, my husband took me to the doctor. After several tests and an examination, it was determined that the apartment was making me sick. The doctor told me not to go back there for at least a week. After a week of recovery... a long recovery, I still have troubles moving about due to the toxicity in my body from the apartment. I went back to the apartment to gather some things. After only being in there for less than 5 minutes, I was super sick again. We contacted the apartment management. They did come in with their moisture meter which in my opinion does nothing... things can be under the carpet, flooring and behind walls. We asked the complex to help us get out of our lease. They said That if I got a doctor's not filled out they would waive the fees. With that email, we moved out. Had to throw things away due to contamination, wash everything and find a place to live. The Management was and still is horrible at communication.... it is weeks on end before they get back to me. They are dealing with someone's living space and health and don't seem to care. I have repeated asked to speak with corporate and again I get no response from Audrey the office manager. We have always been timely in our payments, we intended to live out our lease... but when it is a hazard to your health that is not a place to stay. I have a final bill here they want paid in 30 days, but they will not get back to me on a resolution to my situation. The business needs to see the severity of this issue and respond in a timely manner. This apartment building is toxic to my health and they need to recognize that.

  

  Business response

  11/17/2021

  On 9/23/21, office received an email from the resident, Stephanie Lewandowski, claiming there is something in the apartment, specifically “mold”, making her and her family sick. She said her doctor advised them to not go back in the apartment after a week of being out of there, recovering. Stephanie could not identify what was making her sick but wanted to move out of her apartment immediately. Office explained that procedures needed to be followed so that any claim could be substantiated. Work order created and on 9/24/21, maintenance supervisor went to the apartment and used a moisture meter to check anywhere there could be moisture; nothing was found. We advised that an outside vendor could perform the test if need. Stephanie never responded to this offer. She stated that she was conducting her old mold test, but no information was ever provided to the office from that test. Her email following the update of our inspection on 9/24/21 was that she needed to move by 10/15/21, as they are not comfortable living in the apartment. Stephanie stated they would not give a 60-day notice or pay the lease termination fee outlined in the lease agreement due “a health hazard”. Stephanie came into the office on 9/27/21 to discuss her options for turning in keys. Office explained the lease break options and that more information would be needed to substantiate the claims. On 9/28/21 office provided a Reasonable Accommodations Request form to be completed by resident and her Health Care Provider, as resident was claiming a medical need for breaking the lease agreement. Form was received by office on 9/29/21 and sent for review to our corporate office. Stephanie also completed a notice to vacate for her move out day of 10/15/21. On 10/18/21, received response from Corporate stating additional information from the Health Care Provider was needed, showing a medical need for the accommodation and that the request was pending this additional information. Residents were combative with this update and no further information has been received from their Health Care Provider to continue the process of potential approval as of today, 11/16/21. Charges have been billed to the resident ledger in accordance with the lease for early termination.

  Customer response

  11/17/2021

  In response to the business stating the following:

  We advised that an outside vendor could perform the test if need. Stephanie never responded to this offer. She stated that she was conducting her old mold test, but no information was ever provided to the office from that test. 

  We were never informed that an outside vendor could perform testing if needed.  This is a flat out false statement.

  In response to the following statement :

   received response from Corporate stating additional information from the Health Care Provider was needed, showing a medical need for the accommodation and that the request was pending this additional information. Residents were combative with this update and no further information has been received from their Health Care Provider to continue the process of potential approval as of today, 11/16/21.

   

  Corporate never sent the letter to our doctor.  I checked with our doctors office and they never received anything.  Seeing how they could not even send a letter to our correct address and to the correct person.  It was addressed to Vicky... I am Stephanie.  I highly doubt they could address this to the correct doctors office.

   

  We tried to call the VP after picking up the said letter from the office that stated reach out with any questions and no one will call us back after two weeks of trying to initiate a call.  We were never combative.  We were just stating facts that their original email stated that we should get the reasonable accommodation form filled out to waive the lease break fees.  The email never stated that we had to get approval.  Decisions on our part to fill out the rest of the paperwork and proceed in finding a place to live since this place was unsafe to live in was solely due to Audrey's email.  

   

  We are paying the fees as we do not want this to go to collections, but due feel that the lack of response and time this has taken from Encantada is unreasonable and the only resolution is to refund these fees.  This business is so unprofessional.  I will continue to fight for my rights as a tenant and to ensure anyone I can will know what kind of an operation they have.  The only way to resolve this complaint and get it off their record is to refund the fees.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent a final billing for the apartment and have contested one of the charges to no avail. I have reached out to corporate twice now with no callback and I feel like I am being bullied into paying for something that I didn't do. The jest of it is I am being charged for carpet pad damage which apparently resulted in a full carpet replacement (although there are conflicting accounts on this as at first I was told the carpet was repaired and not replaced). The reason they say the pad needed to be treated/replaced (not sure which one since I've been told both now) is due to pet damage. I know, without a doubt, that my pet didn't cause any damage to the pad. There were 9 dogs in the apartment before our stay there and although the carpet and pad were replaced before we moved in I don't believe the subfloor was properly treated. We likely would have never known about that issue aside from the fact there was not one, but two major floods IN my apartment. The last flood was so bad it required several industrial fans that they put in between the carpet and pad that was run for four days in order for the carpet to be dry enough. At that point is when I started to smell pet smells and even let maintenance know. I have videos and pictures of both floods that happened (one due to the monsoons which caused it to "rain" in the living room and the second came from a faulty line to the washer which caused major flooding to the entire hallway, half the living room, half of the guest bedroom, and part of the master bedroom. There was minimal carpet damage, in two spots, upon moveout that I am responsible for, both are 3" or less in diameter, which I also have videos and pictures of. The amount they are trying to charge me is asinine and I still don't know if there was total carpet and pad replacement or a pad treatment and carpet repair as I have been told both (both documented). I need a resolution to this matter.

  

  Business response

  11/15/2021

  Thank you for reaching out regarding your billing concerns. I have reviewed all information and have concluded the charges are correct. The carpet was new at time of move in and had to be replaced as it was not salvageable due to pet damage at move out.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HSL property Rio Vista. July 5, 2021 - Called Front office to place a work order for garbage disposal replacement. July 12, 2021- Called again to find out the status and found out that no work order was put in and was now being put in. Sept. 9, 2021 - Still no follow up call( I have called a few times and get the same message that they are short handed) So 2 months still no replacement of the garbage disposal having to deal with sitting water and a putrid smell. I ended up replacing the unit myself. Now I have water damage from the unit above me and are getting similar results. They continue to just say they are too busy and cannot handle all the requests. Although they are unable to hire people to handle these requests. They can send a email bragging that they can hire people to repaint the property. They also brag they are the largest owner operated property management company in Tucson but cannot get to these maintenance issues in a timely manner. Garbage disposal cost -~$300

  

  Business response

  09/20/2021

  Thank you for reaching out regarding your work orders and appreciate your patience. I’ve researched the issues you have listed, and it seems there is an issue with our team being able access your apartment. The maintenance members have reported being turned away and asked to come back on a different day/time. Our office team spoke with you regarding reimbursement for the garbage disposal and have asked for a copy of the receipt. We received the receipt and the office spoke with you regarding the re-imbursement and the maintenance team has made all required repairs. I encourage you to contact the leasing office for any of your apartment needs or any further questions. Thank you for making Rio Vista your home and we look forward to assisting you.   

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