ComplaintsforHawthorne Residential Partners, LLC

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After submitting my 60-day notice, nobody came for the scheduled move out inspection. I vacated the unit, returned my apartment and mailbox keys to the assistant manager, and assumed all was in order. Several months later, I was shocked to learn I had been sent to collections for alleged damages to the kitchen countertop and bathtub, as well as cleaning fees for not providing proof of professional cleaning upon move-out. This was both confusing and alarming, as I was never provided with any itemized documents, photographs, or receipts detailing these claims.I explained over the phone that the damage to the kitchen countertops resulted from ongoing plumbing issues, for which maintenance had been called multiple times. On one occasion, my neighbors plumbing backed up into my kitchen, causing significant water damage while I was away. As for the bathtub, I received no explanation whatsoever regarding the alleged damage. Additionally, my lease contains no clause requiring professional cleaning, and I was told this was merely "implied," which is entirely unprofessional.I escalated the issue to ********, the Property Manager, who agreed to cancel the $800 collection charges for the countertop and bathtub in exchange for forfeiting my security deposit and paying an additional $68 cleaning fee. I complied with this arrangement.Several months later, I was contacted by a new collections agency requesting payment for the same $800, despite the charges being canceled. When I called Preakness Apartments, the assistant manager apologized, attributing the error to a switch in collection agencies, and assured me the matter was resolved.I believed this issue had been fully addressed, but I have now discovered that these charges remain on my rental history, which is preventing me from securing new housing. I am urgently seeking a resolution to this matter, as it is causing undue hardship in an already competitive housing market.

  

  Business response

  10/10/2024

  ************* moved out of Preakness Apartment on 10/20/2023 at the end of her lease term.  Although Hawthorne Residential Partners no longer manages Preakness Apartments the Regional Manager returned Ms. ****** call that same afternoon of 10/9/2024.  Ms. ***** was calling to dispute a balance on her credit report.  After a review of the residents ledger and discussions with ********, the Regional Manager confirmed that the balance to Preakness Apartments had been paid in full.  Corrections had been made to the ledger when ******** contacted the **************** and that the account ledger reflected a zero balance.  The collection agency had not corrected the balance as requested which resulted in the balance reporting to Ms. ****** credit report. The Regional Manager provided Ms. ***** the phone number for ****** ******** and her phone number to follow up.  Ms. ***** contacted the Regional Manager later that afternoon to let her know that ****** ******** provided her with a letter confirming that the balance was satisfied, and the balance would be removed from her credit.  The Regional Manager asked for Ms. ***** to forward the letter from ****** ******** as confirmation.

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I have moved into my unit the bedroom window has been leaking heavily from everywhere around the window frame when it storms. It has been now 3 months of this happening. The process to get it fixed in my opinion has been way too long drawn out and no resolution has yet to happen. Yesterday (8/31) they made the repairs to the outside of the window. It is storming today and its now leaking more than it ever has. Based on the window frames current condition its obvious this is not a new issue for the window. Rather it looks like years of continuous covering up an issue rather than fixing the actual problem. And this seems to be what is still going on. Again, its worse now after they made their repairs. The complex has offered to put me in a new unit, at a higher rent but I have declined that due to budget reasons. Id really just like the window properly fixed. And at this point the carpet probably needs replaced as well. They obviously did not do that before I moved in anyways based on how filthy it was.By this point mold has got to be somewhere. Any help to my issue would be greatly appreciated. Thank you. My name is *********************** and can be contacted any time at ************.Thank you.

  

  Business response

  09/09/2024

  Hi ****************,
  
  Thank you for reaching out concerning the window and our whole team would like to apologize for the delay while we were diagnosing the issue and collecting bids for repair.  We thought the in house repairs were sufficient on July 9 after it was reported to us on July 8 then again after it was addressed by our Service Supervisor on July 15 when you reported it was still leaking.  I understand that even after it was repaired by the external contractor you still experienced a leak over that weekend.  Our hope is that it is now fully repaired after we brought the contractor back for additional repairs last week.
  
  Our team is happy to review any additional internal repairs now that the source of the water has been addressed. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawthorne at the Pointe: Black mold was growing on our bathroom ceilings quite regularly. We would submit a maintenance request and wait several days before anyone would "take care of the issue", they would use bleach on a rag and rub the mold off. After a few weeks, the mold would inevitably grow back. After months of this ongoing problem, they told us the corporate team would come check it out. This took a few weeks and eventually the corporate team walked through our unit and took a bunch of pictures and we never heard anything else. We went home for a vacation and when we returned, the mold problem had expanded and the majority of our bathroom ceilings were covered in black mold. In addition, the ceiling in the downstairs bedroom was dripping water and had a giant crack in it. To top it all off, water starting leaking from an electrical outlet downstairs. When we submitted a maintenance request, the team at the office told us they had been made aware of this issue and the mold was "not the poisonous kind". We were told to stay in our unit and we started experiencing mold sickness symptoms. After several days of phone calls and emails with little response, they finally agreed to put us up in a hotel due to the toxicity of the mold. After a few more days, they hired a remediation team to clean the unit. When we returned to the unit, the mold had been scrubbed off but the outlet leaking water had not even been taken off the wall and the crack in the ceiling was still leaking. Letting us know the true problem had not been taken care of and the unit was still unsafe due to the high moisture levels in the walls. We consulted with electricians who said our unit was at major fire risk due to the water in the ********* has now been over a week that we have not been able to be in our unit and they have not done anything to fix the true problem. We are now asking to be let out of our lease due to the lack of a habitable environment and they are refusing to do that.

  

  Business response

  08/29/2024

  The initial service request regarding suspect growth was reported on July 2nd at 8:53 AM and was resolved by our in-house maintenance team by 11:51 AM the same day. A second request concerning an issue with the outlet was made on July 28th and was completed on August 5th. On August 13th, another service request was filed for suspect growth, and a professional remediation company was scheduled for August 16th.On August 21st, the residents reported water dripping from their outlet and bathroom ceiling. Our team responded within an hour and found no signs of water accumulation in the outlet, with a moisture reading showing no indication of moisture. The resident, who was home at the time, mentioned that they had only spoken to an electrician over the phone when asked about the presence of water.When requested for the electricians report, they provided a snapshot from a ****** search. Regarding the water in the bathroom, the resident clarified that it had come from the exhaust fan, not a crack in the ceiling. All areas of concern were addressed, with the residents present during our most recent inspection. They observed the removal of the outlet cover, reviewed the moisture readings, and witnessed the use of infrared technology to examine the wall where the outlet is located. During this inspection, they also clarified that there was no crack in the bathroom ceiling.

  Customer response

  08/29/2024

   I am rejecting this response because: As seen in the attached screenshot, this has been an ongoing problem for the past year. We first submitted a request that there was mold growing on 7/9/2023. This has continued to be a problem for the past year that has never been solved. The reason I called an electrician was because there was water leaking out of an electrical outlet and Hawthorne was doing nothing about it. After consulting an electrician they told us it was extremely dangerous to keep living there. When we elevated this to Hawthorne, they asked us to send them proof that it was a problem. I told them we were told by electricians that they had to be hired through the complex and they continued to do nothing about it. I shared the ****** screenshot in hopes that they would finally do something about the dangerous situation and hire their own electrician since we were unable to and they once again did nothing. They came to walk through our apartment and DID NOT take off the electrical outlet but scanned the room with an infared attachment on an Iphone and looked to see if the leak was coming from outside. They let us know they didn't see any moisture and let us know that their did not seem to be any water coming from outside the apartment. When they said this was "great news" I was taken aback because that was not actually solving the problem and was still leaving us in a dangerous situation. If they would have simply called any electrician, they would have been told the same thing. They did not do anything to fix the leak in the bathroom or the crack in the BEDROOM ceiling. Corporate has continued to ignore our email for over a week to let us out of our lease even though our apartment has been inhabitable and we have been unable to live there for almost a month now. Their "solutions" are completely unacceptable and they have continued to ignore the root cause of the problem that is not only impacting our unit, but all the units around us. In addition, our dryer has been leaking water and they still have done nothing about it.

   

  
  

  

  Business response

  09/16/2024

  Thank you for your response.Our Regional Director of Maintenance and Property Improvements Manager visited the property and conducted a moisture reading using a moisture meter. During their inspection, the outlet cover was removed, and no moisture or visible signs of water were found. It was noted that the reported crack was in the bathroom, not the bedroom. After a follow-up report indicating that the crack was in the bedroom, a vendor inspected the area and concluded it was caused by tape damage. However, there was still no active leak, and the initial report was for a leak in the bathroom. New dryer vent caps were installed to address the issue of water in the dryer. Any delays in response were due to efforts to resolve the problems and concerns, not to cause any inconvenience. A lease termination agreement has been completed.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning my name is *************************. The reasons I get in touch with BBB. We are having issues at an apartment complex they are taken some of the deposit money for issue we reported to them. They didnt attention to it as they were supposed to. Maintenance wouldnt come but put down on the ticket they had been to our apartment which was a lie due to us putting our alarm on. So we know they didnt stop by. Our AC would go out every month. Mold , roof leaking, black dust coming out of the vents horrible dust which maintenance said that was normal. Which I dont see how thats normal at all. My new born and 13 year old and I was getting sick constantly when we would blow our noise black stuff would come out. So to the maintenance it was normal.

  Customer response

  08/28/2024

  Hawthorne at bay forest apartments 

  ******************************************************;

  

  Business response

  09/05/2024

  Thank you for bringing this matter to our attention. After carefully reviewing the concerns raised regarding the carpet cleaning charge, which was linked to a previous leak, we took immediate action to rectify the situation. The $55 carpet shampoo fee has been removed, resulting in an updated refund amount of $797.18. This refund has been processed.
  If you have any further questions or require additional assistance, please feel free to contact the Community Manager directly at *************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son moved into ********************************* in ********** ******* in Feb 2024. On March 12 he had a major psychotic break and was admitted to a psychiatric facility. I called High River office and spoke to **** immediately to let her know. She was was understanding and compassionate with our situation as I was crying on the phone. Nothing was mentioned about any money owed We moved his things out of the apartment by the end of March. Rent was paid for February and March. I called several times to ask if I needed to pay any additional fees. Never got a return call. My son was turned over to ******* collections and wasnt even notified before. He cannot help his mental condition and what happened. It was a medical emergency. I have contacted HUD in ******* regarding this matter too. People should be treated this way because of a disability they cant help

  

  Business response

  08/27/2024

  Tell us why here...I sincerely apologize for any confusion caused by our team regarding the move-out process. Although the lease states that a 60-day written notice and a one-month termination fee are required, the team made an exception by only charging rent until the apartment was re-leased. They also prioritized leasing the apartment quickly to help minimize any additional costs. I hope you understand that we always strive to do the right thing and accommodate when circumstances are beyond someone's control.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at ********* at *********** for two years. I just recently moved on June 18, 2024 as it was the end of my leasing agreement. I left the unit in good condition I even cleaned after I moved out and I took pictures of the unit once I moved all of my things out. After moving out I didnt receive my deposit back within the 15 days so I reached out to them multiple times. After finally getting an answer on the phone they told me that my refund was delayed due to a water/ sewage bill (less than $90) but I would receive my refund in a few days depending on mailing time. A week had passed and I still never received my refund but I got an email from them (I will attach to this complaint) stating that everything is cleared for me to receive my refund back but the check hasnt been sent out yet from the Hawthorne Management accounting team and they will reach out to them to see whats going on. This email was from ***************************. I tried to call the Hawthorne management office myself multiple times and only had one response from a receptionist that took my name number and email over two weeks ago and no one has contacted me since. I just dont understand why is it taking so long for me to get my refund if everything has been cleared. It shouldnt be that hard for the accounting team to write my check out and send me my stuff being that everything else was cleared already. Ive been waiting patiently its been 60 days now, my next resort would be taking this matter to court.

  Customer response

  08/25/2024

  I have not heard from the business in response to my complaint. I was told that my check was sent out, I have not received it yet. I reached out to the business and left a voicemail no one has contacted me back yet once again. 

  
  

  

  Business response

  08/29/2024

  ************** moved out of Fountains at ********** on 6/18/2024. The move out was processed late resulting in her refund being delayed. I spoke with ************** on 8/15/2024 regarding her refund that she had not received. I reached out to our accounting department on 8/15/2024 as well. Once her forwarding address was confirmed with accounting her check (#*** for $1121.88) was mailed to her on 8/19/2024.   On 8/19/2024 I called and spoke with ************** to let her know the check was mailed and the check number.
  
  Today, 8/27/2024 I followed up with ************** and she stated she has not received the check.  I then followed up with accounting and they confirmed the check was mailed on 8/19/2024.  I called *** ***** back to let her know the status.  She agreed that she should receive the check later this week.  I told her if she had not received the check as of 8/30/2024 to call me back and I would put a stop payment on the check as of 9/3/2024 and have a new check issued.  ************** said she understood and would let me know.
  
  *********************

  Customer response

  08/29/2024

   I am rejecting this response because:
  This is my first time hearing about my move out being processed late this company is full of lies!
  

  Customer response

  08/29/2024

  Its been 8 business days since this check has been mailed out. I will not let **** continuously lie to me and say that the check was sent out on August 19th. If the check was sent out on that date I would have gotten it by now. Its being mailed straight to a PO Box and there were no holidays within this timeframe so I know it shouldnt take longer than 3-5 business days. 3-5 business is the amount of time it should take for my check to be sent to my PO Box it doesnt matter if its coming from another state. I only agreed with **** when I talked with her on the phone because I didnt check myself before hand to see how long it takes for mail to arrive. I checked after I talked to her. She only tells you things over the phone to make you stop calling and leave them alone. I honestly believe the check was never sent out when I was told it was being sent. Hawthorne really needs to get their business in order! 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My lease with the Fountains of ********** ended on March 25th, 2024. At the beginning of the lease I paid $350 security deposit. By April 25th I had heard nothing and recieved no itemized deduction to explain why I did not get my deposit back. It took 4 months of correspondence to even get an answer about my security deposit refund. The check was just issued on August 7th, 2024 and received on August 8th, 2024 in the amount of $172.12 No documentation of any kind came with this check. Under Florida law and statute I have to see receipts and a list. This was never done - not to mention they took almost 5 months to send any type of check which under Florida law and statute is illegal because they LOST THEIR RIGHT TO KEEP ANY OF IT BY BREACHING CONTRACT!!!

  

  Business response

  08/15/2024

  Ms. ***** moved out of Fountains at ********** on March 25, 2024, while the property was managed by Greystar.  The ownership group did not change only the management company which is why we mailed the refund check on 7/22/2024.  The charges that Ms.  ***** references were based on what Greystar charged, not Hawthorne Residential Partners.  On 8/5/2024 *************************** reached out to Hawthorne Residential Partners stating that they had received the refund check.  On 8/6/2024, *********************************** with HRP stated to Ms. ***** and ******************** that we would put a stop payment on the check, reissued it and send via Fed Ex.   At this time, Ms. ***** confirmed the forwarding address. I would like to add that Ms. ***** and ******************** gave us different forwarding address during this time.  On 8/7/2024 ******** sent an email with the Fed Ex tracking number as requested.  On 8/8/2024, Ms. ***** emailed ******** disputing the charges deducted from her $350.00 security deposit.  The refund check was in the amount of $172.12.  On 8/9/2024 ******** sent an email to the ****************** Manager that was at Fountains at ********** at the time of their move out stating Ms. ***** and ******************** were disputing the charges.  On 8/12/2024 *****************************, the prior Community Manager with ******** emailed Ms. ***** the Final Account Statement explaining the final charges that were deducted from their security deposit. 
  
  Based on the information provided, we feel that the issue is resolved and any further questions regarding the charges would need to be directed to ********.   
  
  Please let me know if you have any questions.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 26 2024. I paid The Hawthorne SmithCreek apartment community 2 fees upon submitting my application. A fee of 250 for administration I assume of the lease and an application fee of 65 dollars.. I actually did not really realize this until right before that I was going to have to pay this before being approved but it was ok because I was assured that my application would be ok. This is what I have a problem with. The credit process does not allow a person to know what they will or will not accept. So then you lose your money the application fee for good and the administration for 39 days or more which is crazy . Additionally I was told it was ok if I had a co-signer and paid extra. My credit score was 647. Which is fair. I had a single late and and old charge off. That was a card that had been something I had been contesting. But I was flat out denied no discussion right after my money was taken. My problem is not that they do what they do . But where is the criteria. They say they have an outside source but the outsider de sure **** says they just recommend. The client needs to know coming in what will and will not be accepted so they do not throw there money away. What is it based on. Then additionally afterwards no one will speak to you or really call you back. Im still like though they just took your money they feel no urgency to return it. One wonders why take it in he first place if not to some how benefit

  

  Business response

  08/13/2024

  To whom it may concern,
  Hawthorne at **************** provides a statement of rental policy to each applicant at the time of the application. Our Statement of Rental Policy states:To assist you with your decision on your new home, we are providing a list of the requirements that we use to qualify applicants for residency in this community. The criteria which may result in a denial (include but are not limited to) : Zero income or income lower than three (3) times the rental rate,unsatisfactory credit, criminal or rental history findings, exceeding the maximum number of occupants per apartment home, restricted pets, inability to meet conditional requirements or application results, providing misleading or inaccurate information, and adverse, subpar or unverified information. Subject to applicable laws, or requirements include but are not limited to the following criteria.
  
  Credit History: We obtain a credit report on each applicant. Our credit reporting agency evaluates credit (which may include rent payment history) as an indicator of future rent payment performance. An unsatisfactory or insufficient finding will result in the requirements of an additional deposit or denial.
  Applicant Approval Acknowledgement: Applicant acknowledges and agrees that the criteria referenced above will be considered in the qualification process. Applicants who do not meet the requirements referenced above will be denied or be subject to additional requirements,including but not limited to additional fees, deposits, rent or providing a guarantor.
  In addition, Applicant acknowledges that whether the application is approved or denied, that the application fee is non-refundable. If the applicant is not approved, the additional fees or deposits paid to reserve the apartment at the time of application will be refunded within 30 days or less.
  
  *********************** signed the Statement of Rental Policy on July 25, 2024, as part of the application process, acknowledging that credit would be a determining factor in the application. A copy of the signed Statement of Rental Policy is included in its entirety. Additionally, check number 3912, in the amount of $250, was mailed from Greensboro, **, on August 8, 2025, for the administrative fee.Since the application was denied, this amount is refundable to her.
  Please let me know if you have any further questions.
  *****************************
  Regional Manager
  804 Green ***************************************************
  

  Customer response

  08/13/2024

   I am rejecting this response because:my issue is not that you do background checks or credit checks. I have no idea what you will or wont accept and your employee led me to believe that with a co-signer and a larger deposit I would be ok . Yes I signed that in good faith believing that if their was and issue there would at least be a discussion  I also did get the check though it was mailed to the address I ask your employee not to mail it to and gave a new since I was moving out 
  
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My lease ended on May 11th 2024. I notified the office that Im not going to renew my lease. I was told to pay one month rent which I did. The never mentioned anything about the prorated rent for the last month. I have an email from the management confirming that my ledger is clear and Im good to go! Two months later I get a phone call from the collections department that I owe $1600!! No letters, phone calls or emails prior to that. They sent it straight to collections! I called the office and was told that the amount is wrong and I was charged more than what I supposed to be. I have the email as a proof that I was told my ledger is clear! I never got my $600 deposit back. The manager got my address but did not send the check. I was also told $1600 is wrong and I should pay $1100. I paid $1600 and something and never got the extra money I paid back.

  

  Business response

  08/13/2024

  Hi ****,
  
  I have spoken with the Hawthorne at ******* office and confirmed you will be receiving a refund to the address on file. The property has updated your account with collections as well. Please reach out to the site directly if you would like to verify this address. Please let us know if we can assist you further.
  
  Thank you,

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was NEVER informed of being sent to collections. Originally I spoke to ****** regarding the option to get out of my lease early. The option out there was given to me for another tenant to possibly take over the lease and I was to be receiving a call back on this before the time was for me to leave. I never received a call regarding anything owed or what not. I got a VM and even returned the call that same day (23JUL) and got a VM, but never another call since. Instead got a call from a collections company at **********. I was pretty upset with them knowing that's what they called about and that company doesn't have the entire story. I called back the Apartment Complex for an explanation. They never gave me a formal apology and stated they are not the ones to send people to collections, which is quite absurd. Again I never got any notice regarding this potential issue. So the manager (****) from a sister complex was supposed to reach out to me about the situation and was told his hands are tied. I then was offered a supervisor (*********) who oversees things. However when leaving a VM it took them 7 days for them to try and reach me again. Horrible communication all around. Again I was never properly notified of anything which I think is a violation of being properly informed of anything. I am happy to provide the proof on my mobile device if need be. I am simply asking to be removed from my Credit Report potentially hitting my credit along with any fees attempted to collect since I was never properly notified or anyone looking into the matter at all.

  

  Business response

  08/13/2024

  August 13, 2024
  Hawthorne Residential Partners
  804 Green *********************
  **********************************
  
  RE:Consumer Complaint # ******** ******
  To whom it may concern:
  ***************** resided in ********************** 208H in ************** from May 1st, 2024,through June 15th, 2024. Mr. ******* account was sent to a collections agency in error. **************** does not have a balance with Summit Village. The site manager contacted the collections agency to remove his account from any collections attempts. **************** was informed of the error on August 7th, 2024, and was provided an updated account statement showing he does not owe Summit Village any money.
  Please let me know if you have any questions.
  Sincerely,
  *******************************
  Regional Manager
  Hawthorne Residential Partners
  

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩