ComplaintsforHawthorne Residential Partners, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment with ********** Apartments, owned by Hawthorne Residential LLC. I experienced problem after problem with the unit and made several reports to the leasing office. I was left in mold infested apartment with windows that were broken and allowing moisture and cold air to get in. The heating system NEVER worked properly despite them cleaning the filters and attempting to tinker at the underlying problem. The agreed to install new windows but yet it NEVER got done over the course of 3 months. Living conditions were deplorable. I finally made the decision to move. When I made them aware they advised me that they had already had a tenant ready to move in but yet wanted to still charge me a month for early termination fee. You can't bill a fee AND collect rent from a new *****. I made them aware of this and they tried to back peddle and say they were gonna move the tenant to another apartment. That did not happen. With ALL of the reported problems that I endured that put my health at risk, them having a new tenant, the fees they are billing me for are excessive and greedy. I paid them every month and was a good tenant and they still try to railroad me.

  

  Business response

  07/10/2024

  The maintenance team at ************************* addressed every maintenance concern promptly within the same day as the issue being reported.  On 1/11/24 at 7:23pm the resident reported that the windows needed to be replaced and that the heat was not working properly, the resident services supervisor contacted an outside vendor to have windows replaced (however, the vendor had a delay on ordering due to being custom sized windows) and had a temperature gauge to show that the air was coming out and reflected the same degree that the thermostat was reading.  Additional items were checked, such as recharging the heat pump and each time, it was determined that the **** system was working as it should.  On 6/18/24 at 11am it was reported the air handler was stopped up, the resident services supervisor unclogged the ** drain and had the remaining water sucked up in the closet by 2:50pm on the same day. 
  
  When issues were brought to the Regional Managers attention it was agreed upon that the resident could provide a 30-day notice (instead of 60-days) along with paying a 1-months rent as the termination fee (stated in lease agreement), as resident terminated lease and any maintenance issues that were presented, were in fact taken care of or did not exist.
  
  ************************* never received a definite move-out date from the resident after contact was attempted from the office team on multiple occasions after the 30-day notice when the resident was contacted, it was determined the resident was still residing in the apartment and had not turned in keys, resulting in us continuing to charge rent through 2/26/24.  ************************* charged the 1-month termination fee as the resident did not move out when expected and we had to place the future resident on another apartment.  Resident was moved out of the system on 2/26/24 and last payment received was on 1/4/24; the last months rent while the apartment was occupied, and the termination was not paid and has been sent to collections agency.

  Customer response

  07/10/2024

   I am rejecting this response because: for starters the maintenance didnt completely resolve the issues with my heating and windows in a timely fashion.  It shouldnt have taken them months to repair. As of leaving the apartment the windows still wasnt done properly. They ignored the fact that they cant charge me rent when they had moved in another tenant. You cant legally collect rent from two separate residents for the same month and the same apartment. I have no issues with paying the last month of rent plus fees but the early termination fee is absorbent and illegally assessed to my account. They need to recall the debt from the collection agency, remove the **** and I will settle my debt with them. 
  
  

  

  Business response

  07/11/2024

  *** reached out to the Community Manager to update the final account statement and we will provide to the past resident by the end of the week.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/9 I applied to Meridian at Broad in *************, **. ********************* texted me and said he was running my application and would be in touch soon. I never heard from him, I signed in to the portal about 24 hrs later and the application said denied. I tried reaching out to him and he was non-responsive. When I finally got him on the phone I asked him about my $200 (potential holding fee) I paid a total of $260 via debit. He became non responsive again. I called my bank and told them the situation and I advised them the $60 was a non refundable fee for the application but the $200 is fully refundable and the merchant was non responsive. On 7/3 my bank wrote me and said they would put back the $200 provisional credit back onto my account so I call the property again since they are still holding my $200 over a month now. ******* said he did some research and on his end it shows an *** on 5/18, he asks for bank statements, I send them to him, he says thats not enough that he needs a letter from the bank stating there was no ***, although I paid with a debit on 5/9 online it shows on my bank statement and he alleges an *** on 5/18, I even share with him the outcome of the dispute which shows they still have my money. I show up today 7/5 in person and I record the entire conversation, now he states that he doesnt have anything to give me that shows the *** although on Wednesday he stated he would email it to me, he goes on a tangent that its like a work queue its a small window to see it and he cant see it. I have the entire conversation as NC is a one party state and I was a party to that conversation. I asked if he shared the information with the accountant to which he says no that he called her Wednesday but she was on her way out the office but he told her and shes working on it 48 hrs later. Then he states that I sent 15 messages in a 2 hour span back In may, thats here nor there thats because no one ever answered. I want my $200 back asap.

  

  Business response

  07/09/2024

  **************** was a prospect who applied for an apartment at ****************************. The prospect *************** was denied the apartment the same day of the application. Once denied **************** submitted a dispute / stop payment transaction with her credit card company.
  Once this dispute was filed by **************** with the credit card company, they held the funds and did not deposit any money into Meridian at ************* account. Instead, the funds were temporarily put back as a credit to ****************** account while the dispute was researched by the credit card company.
  The credit card company found the amount was approved and should have been paid vs. disputed by ****************.Our denial process would have been to refund the money however none was released at the time due to the dispute.
  The credit card company notified Meridian at ************ and **************** that the dispute was denied by them. The card companies policy is to now deposit the funds into Meridian at ************* account on 07/16/24. Meridian at ************ will refund *************** once the funds are released to the account on the 16th. This process would have occurred when the application was denied if the dispute had not been filed by ****************.
  Once the funds are deposited on 07/16/24 a refund will be sent to **************** minus any stop payment fees. 

  Customer response

  07/09/2024

   I am rejecting this response because:
  This was not a credit card transaction nor was it an ACH transaction. At the time of application if my account did not have sufficient funds as they claim to have received an NSF on 5/18 the application would have never been processed on 5/9. This was a debit transaction and the money was removed and debited from my account on 5/9. After many failed attempts to get a response from this company who was non responsive I contacted my bank and explained the situation to them. The business never responded whatsoever for good or for bad. I went there in person last week, I will gladly provide audio footage of that conversation vs the phone conversation with ******* on July 3rd, two days earlier. There was never an NSF there was never a dispute with a credit card this was a debit and ******* has copies of my bank statement showing that debit. It was not until they failed to respond to me for days that I contacted my bank. They have many complaints regarding this same scenario on BBB, its been over 30 days. I would have never filed a dispute for money they did get had they responded to me. This is a horrible company, they steal money even from their residents, its plastered all over BBB. The resolution is that you refund my full $200.00. 
  
  

  Customer response

  07/22/2024

   I am rejecting this response because:  

  Hello,

   

  I did not receive my check in todays mail, will you please reopen the case

  
  
  

  
  

  

  Business response

  07/23/2024

  Please note that *********** credit card was posting the funds to Meridian at ****************** account on 7/16/24. They noted on the credit memo that the process could take 3-5 days from the 16th.
  Your refund will be sent via mail to the address given as soon as the credit transaction has been completed.Total process time could take up to 30 days due to mail deliver.  

  Customer response

  07/23/2024

   I am rejecting this response because: that is a lie, it does not take 30 days for you to receive the funds, if that was the case it would have stated that and not 3-5 days which we are way over that time frame. You are trying to justify adding a $35 NSF fee on 5/18 because I told you I would gladly take you to court if you attempt to send me anything short of the $200.00. I received the documentation you submitted to *********** in which you show you were refunding my $200 and then hit me with a nsf on 5/18 for a debit transaction which is the only way the application went through. The Money was withdrawn a second time at 5am 7/16, you have the money. Look at the amount of complaints you have against your company for doing exactly this, trying to keep peoples money. Again, had your unresponsive staff responded at all I would have never had to explain to my bank that you were trying to keep my $200 when out of the $260 you were only entitled to $60. Piece of s*** company, I need a date, its been 7 days. It does not take 30, otherwise once again the f****** bank would have said that. 
  
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a tenant of Zen Garden Apartments for roughly 8 months, I am t reaching out for your assistance with a maintenance matter. I would like to again bring attention to a reoccurring issue in hopes of reaching a resolution. I am fearful that the lack of attention to this reoccurring issue will result in damage to my unit, that ultimately, I could be held responsible for.

  Throughout the previous 8 months, I have experienced the windows in my unit leaking each time it rains.Unfortunately, after multiple calls to the office as well as emails dating back to October no resolution has been provided. The response I have received is The leasing managers apartment is leaking too and We are talking to the apartment owner and have been given no word on direction. As a tenant, I believe these continued responses over the 8 month timeframe are simply unacceptable.

  See attachment for more details

  

  Business response

  06/20/2024

  Dear Better Business Bureau,
  
  Thank you for the opportunity to address the concerns raised by our resident regarding the maintenance issues at ********** Apartments. We value our residents and strive to provide a comfortable living environment for all. Below is our detailed account of the events and our ongoing efforts to resolve the issue.
  
  Explanation of Events:
  October 2023: The resident notified us of water leaking through the windows in the bedroom and living room. We promptly had a vendor inspect the issue on 10/12/2023, and repairs were made on 10/20/2023, followed by painting the repaired areas.
  
  December 2023: The resident reported the same issue on 12/10/2023. Our maintenance team resealed the windows on 12/15/2023.
  
  February 2024: On 2/11/2024, the resident reported the problem again. Both windows were repaired by a contractor on 2/22/2024.
  
  March 2024: The resident informed us of continued leaking on 3/6/2024. A contractor performed additional repairs on the window on 3/11/2024.
  
  May 2024: The resident reported further leaking on 5/13/2024. Multiple vendors were consulted, and additional repairs were conducted on 5/30/2024. We provided a $500 concession for the inconvenience.
  
  June 2024: The resident reported the issue again on 6/9/2024 and requested an early lease termination on 6/10/2024. Our Regional Manager responded on 6/14/2024 offering to let the resident out of the lease early without a buyout fee,provided a 60-day notice was given. We have not received a response to this offer as of 6/19/2024 despite sending a follow-up email on 6/18/2024.
  
  Resolution:
  Early Lease Termination: We are willing to honor the residents request to terminate the lease early without the buyout fee, contingent on a 60-day notice.
  
  Continuous Communication: We will maintain open communication with the resident to ensure they are informed of all actions taken. We have requested feedback after the most recent repairs to confirm if the issue is resolved.
  
  Future Preventative Measures: We are working closely with our vendors to implement a long-term solution to prevent further issues. This includes thorough inspections and potentially more extensive repairs if necessary.
  
  Conclusion:
  We sincerely apologize for the ongoing inconvenience this issue has caused. We appreciate the resident's patience and cooperation as we continue to address and resolve the problem. Our goal is to ensure a satisfactory living experience for all our residents, and we are committed to resolving this matter promptly and effectively.
  
  Thank you for your attention to this matter. We are hopeful that these actions will rebuild the trust and satisfaction of our resident.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear BBB,My spouse and I live in *****************************************, an apartment managed by Hawthorne. Our upstairs Apt 464 has been repeatedly noisy every day in the past few weeks which impact my spouse's ability to sleep and health. We tried to contact the apartment and the police multiple times, but the neighbor's noise still persisted and it lasted even though it was 1 am. Today after my spouse reported to the police, upstairs threatened my spouse late at night, made her feel unsafe to leave, and very concerned about her physical safety.The apartment refuses to evict the neighbor without a valid explanation and also refuses to make accommodations for us to change the apartment, saying we signed the lease contract so we cannot change room. But guess what's also in the lease contract? In special provisions of the leasement, it says quiet hours are 10 pm-8 am.Because we are treated unfairly and repeatedly by the apartment, and the apartment does not take any action, it's clearly a discrimination and it's against the Title VI of the Civil Rights Act of 1964. We believe this kind of problem will happen again until the apartment evicts the upstairs or makes accommodations for us like compensating us to relocate somewhere else that is safe and we don't need to worry about physical safety.

  

  Business response

  06/18/2024

  Dear ****,
  
  Our team would like to extend our sincerest apologies for the noise transfer as well as the altercation you experienced with your neighbor.  We did contact the neighbor in question concerning the noise when it was initially reported on June 8th and the option of transferring was presented by the Assistant Manager to your spouse.  I apologize if it was miscommunicated that this option was not available.  On June 17, the Community Manager reached out via email to you and your spouse about the option to transfer and received communication that you will consider it.  ************* Manager has also reached out to the neighbor to remind them of the proper protocol to report issues as well as quiet hours.  The safety and comfort of all our residents is top priority for the whole University Hill team, however, any multi family living situation may come with a level of noise transfer.  Please do not hesitate to contact us if you have any additional questions or concerns.
  
  Thank you,
  ***************************
  Regional Manager

  Customer response

  06/24/2024

   I am rejecting this response because:
  
  I have applied for a PTO and came home last week at my expense. I can confirm the problem still exists during Jun *****, after 11 pm every night. Please refer the violators to the Durham County Misdemeanor Diversion Program as it violates Durham's noise ordinance.

  As for the transfer, the problem is moving to a new apartment is not free. Both my spouse and I have full-time jobs. Having time off to move is costly. The apartment also charges a cleaning fee for leaving the apartment, which will result in us paying twice the cleaning fee (once for the transfer, once for us when the contract ends). The transfer is 100% involuntary as the current situation makes living inhabitable.

  Just solve the problem since we paid the rent in full every month, instead of making us move involuntarily.

  
  

  

  Business response

  07/01/2024

  Thank you for your response.  As of 6/28 we have not received any communication from you concerning ongoing noise.  We encourage you to contact both the office team and non emergency ***************** if you feel the noise is beyond typical.

  Customer response

  07/01/2024

   I am rejecting this response because:
  
  TL;DR: Please give me contact information that excludes **** at ***************. The front desk and ******************* do not work for the reason I provided in this letter. Since the noise problem is not been successfully resolved by the landlord we'd like to move to the fourth floor without duplicate charges. The only times that work for us (without the need for unpaid time off) to move are July *****, July *****, and August 10-11.
  
  I did not intend to mention this, but since you requested me to contact the office team (which includes ****), now I have to bring this up. I do not wish to speak with **** at *************** because she lied on June 16, and accused me of sending the complaints. Saying that sending this kind of complaint "is not okay" and we received no apologies at all. She lied to us and lied to ***************************** that she was accommodating us before, and made up an excuse to look like it was a misunderstanding. Here are ******'s own words in the email on June 17
  
  > If you would like, we can transfer you to an apartment on the fourth floor to avoid having any upstairs neighbors. This was an option **** discussed with your spouse the first time about a week or so ago, but we didn't believe to have an apartment to move her into, at the time.
  
  This is untrue. **** didn't provide this option at last. I have contacted ********************* at Hawthorne asking for a contact for *************** that **** can't see, but he didn't reply. For some reason, **** can see the email I sent to *******************. I don't know which contact info I should contact that can exclude ****. So please give me contact information that excludes **** at ***************. I also do not want any retaliation from **** so that's why I need a contact that excludes her.
  

  

  Business response

  07/02/2024

  You can contact the Regional Manager directly at *****************************************. 

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moved out of ********** on 3/14 and received my Move Out Statement two weeks later. However I still have not received my security deposit refund after over 70 days. I have tried to contact both Hawthorne and ********** several times and one been responded to a couple. First they told me I could have the check overnighted to the office so I could just pick it up. For whatever reason that never happened. Next they said they had to cut a new check and mail it to me. They claim to have cut the new check on 5/21 and mailed it to me on 5/22, but I still have not received a check. I contacted them over email and they claimed I should have gotten it and I had to verify my address even tho they had already sent me the Move Out statement to the same address. ********** was definitely a decent place to live but they definitely nickel and dime you when you live there and getting your security deposit back seems to be impossible without going to court for it.

  

  Business response

  06/28/2024

  *****,
  
  Per your email confirmation with the Regional Manager you have confirmed receipt of your refund.
  
  Sincerely,
  

  Hawthorne Residential Partners 

  Customer response

  06/28/2024

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to express my significant frustration with the lack of communication and the difficulties tenants face in trying to contact the Hawthorne residential office. As a tenant, I have experienced numerous issues trying to get in touch with your office to address various concerns and make timely rental payments.The primary issue is the complete lack of responsiveness from your office. Calls to the main line often go unanswered. Emails sent to the stated contact addresses routinely go unacknowledged for days or weeks at a time. This makes it incredibly challenging to get timely assistance with questions or problems that arise.Additionally, the payment solutions offered by Hawthorne are severely limited and inconvenient. The only options seem to be mailing a physical check or making an in-person cash payment during limited office hours. There is no ability to make electronic payments online or by phone, which is the standard for most modern property management companies. This creates unnecessary hassle and logistical challenges for tenants trying to fulfill their rental obligations in a timely manner.The lack of communication and limited payment options have resulted in significant inconvenience and distress for me and other Hawthorne tenants. We deserve better customer service and more flexible, efficient ways to interact with and pay our rent to the management company.I urge you to immediately address these issues by:1) Ensuring the main phone line is consistently answered or has a functioning voicemail system 2) Responding to emails and other inquiries in a timely manner 3) Implementing online and electronic payment options for tenants Improving communication and modernizing the payment process would go a long way in improving the overall tenant experience at Hawthorne. I hope you will take these concerns seriously and make the necessary changes. Please let me know if you have any questions or need additional information.

  Customer response

  06/13/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  06/17/2024

  Dear *************************,
  
  Thank you for reaching out to us. We understand that there have been challenges with communication and online rent payments, and we apologize for any inconvenience this has caused you.
  
  To address your concerns effectively, we would like to offer the following solutions:
  
  1. **Communication Preferences**: We acknowledge that communication is key, and we want to ensure we're meeting your needs. Please let us know your preferred method of communication (phone calls, emails, etc.),and we will update our records accordingly to ensure you receive timely updates and responses. We understand the importance of timely responses. We are committed to improving our response times and ensuring that your queries are addressed
  If you have an ongoing issue or question, please dont hesitate to follow up with us. We are here to assist you and want to make sure all your concerns are resolved satisfactorily.
  
  
  2. **Rent Payment Assistance**: If you've been experiencing difficulties with paying rent online, we can assist you with setting up or troubleshooting the online payment process. Additionally, we have alternative payment methods that might be more convenient for you.
  
  Please reply to this email ********************* at your earliest convenience so we can discuss these options further and ensure that we resolve any outstanding issues promptly.
  
  Thank you for your patience and understanding as we work to improve our services. We look forward to hearing from you soon.
  
  Sincerely,
  Hawthorne Residential Partners 

  Customer response

  06/25/2024

   I am rejecting this response because:  

  It was a pleasure speaking with you. I have reached out to the business to the email that they provided to see what can be resolved. As of right now the issue has not been resolved. 

  *************************. 

  
  
  
  

  

  Business response

  07/09/2024

  I have emailed ****** on 7/1 and the site team has tried to email on numerous occasion and ****** has not responded back to us. We are looking to assist her set up her ACH account since she does not have an account set up to pay through our online portal. My request is to close this complaint due to no response from the resident.
  
  Thank you,

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 6, 2024 I sent an email message with my intent to vacate apartment ******* by march 6, 2024. The same day, I spoke with apartment manager ****** and she informed me that they could only accept 30 day notices on the first day of the month, and I would be responsible for the entire month of march. The lease agreement does not say I have to my written notice can only be accepted if given on the 1st day of the month. My written notice to vacate should have been accepted when I turned submitted on February 6th. I did receive my buyout agreement in February which confirmed the amount to break the lease and my move out date. Based on that notification I paid marchs rent in the full amount and I relinquished responsibility of the apartment March 22. Since then there has been an ongoing dispute between me and the apartment manager ***** who is insisting that my written move out notice isn't valid. They are continuing to charge me with additional months rent through to April 2024, even though I moved out in February and turn in my keys in March. My lease agreement Buy Out Option states "If less than 3 months remain on the lease term but more than 3 months, the buy-out amount will equal 1.5 months' rent. They are charging me 2 months' rent. The manager is charging me for new carpet for the Master bedroom from pet stains. I do not own a pet and there has not ever been any animals in my apartment. I have pictures of the condition of the master bed room carpet to prove they were not soiled or ruined when I moved out. To add insult to injury the manager ****** has sent these trumped up charges to a debt collector who has been harassing me even though I said I would be disputing the charges.

  

  Business response

  06/11/2024

  The executed lease agreement was for a full lease term. Should a resident decide to terminate prior to the end date, they can sign a 60-day notice to vacate,provide possession of the home, and remain rent responsible until a new lease agreement is executed with a new resident, ending financial responsibility for the home for the previous resident.
  
  If you choose to not remain rent responsible until re-rented, Hawthorne provides the option to buy-out your lease agreement with a 30-day notice equivalent to a full calendar month and the collection of a buy-out fee with a total amount due contingent on the number of months remaining on your lease. The buy-out fee is due with the notice to vacate and signed buy-out agreement in full. If this lump sum is not received with the two executed documents, your lease will remain in effect until re-rented.
  
  If you feel that your move-out process was not handled in the manner explained above, do not hesitate to reach out to our home office at ************ for assistance. 

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been living at the ********************* apartments since february of 2023. Since ive moved in its been issue after issues. I havent had working heating or ac AT ALL since ive lived here. *** also had a major bug issue because they refuse to weather proof the doors. My water has come out white since I moved in. They painted over bugs and other items on the walls. They refused to look for mold when I requested it after the pipe in my bathroom burst and they left it for two days. One of their maintenance men shut off my water after complaining about the condition of the apartment. I currently pay $1400 and the management has done nothing for anything. They also told me my rent was $1000 but suddenly when I moved I was charged $1353 and have been paying that since then.

  

  Business response

  06/10/2024

  Dear ******************
  
  We apologize for any inconveniences that you have experienced.  We do show that you moved in 2.13.2023.  I have reviewed your lease, which also states that the rent for your apartment home was $1279 (prior to fees).  It does appear that you signed the lease on 1.21.2023, which indicates that you had acknowledged the monthly rental rate of $1279 + fees for your apartment home prior to your moving into the home.  Your apartment is a renovated townhome that does lease at $1279.  The townhomes that have leased for $1000 are unrenovated townhomes of which in 2023 we were renovating all classic apartments, so we would not have had a classic townhome available for rent. 
  
  I am sorry you are experiencing issues with your **.  There does appear to have been a work order entered for the ** unit on 6.4.2024 that was addressed by our team. If you are still having issues with the ** unit please contact the office as Hawthorne Residential Partners is no longer managing this site.   There was a work order in relation to the water issue submitted on 6.22.2023 that was addressed by our team due to the aerator needing to be changed from the hot water heater. I do not see any work orders in our system indicating any issues with the walls in your apartment home at move in.  I reviewed the work order history for leaks there was a work order entered on 1.23.2024 that was also addressed and closed by our team on 1.23.2024 the work order was for toilets, sinks, and shower head leaking.  The maintenance team did indicate in their work order notes that there were no leaks found coming from the toilets, sinks, and tubs.  There is a work order from 2.14.2024 for toilet spraying in bathroom the team closed this work order on 2.15.2024 stating that they replaced the toilet bolts, fill valve, and gasket. Unfortunately, there are no work orders that have been submitted to address the weather proofing in the apartment.  If you are still experiencing any issues that need to be addressed, please call the office as soon as possible so the concerns can be addressed. 
  
  Sincerely,
  Hawthorne Residential Partners

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have moved out of our apartment in early February following their (Hawthorne 808/ metro 808) checkout guidelines, and they charged $100 on our card for gate access stickers (attached to our windshields and was not stated to return upon move out) without reaching out to us to inform they failed to mention this was needed back. We have sent numerous emails and can never get a response (this was an already existing issue- so due to lack of communication and poor management decided to move out when our lease ended). We are wanting a refund of the amount that we did not receive a statement for, however they automatically took out of our account without consent or any communication. We would also like to advise future renters of poor management and lack of response that they will be able to get from the company (internal and external management).

  Customer response

  06/01/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  06/04/2024

  After researching the charge,we are refunding the prior resident the requested amount of $100.  Refund will be issued and mailed within 30 days. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm ***********************, formerly residing at ************************************************** with roommates *********************, ***********************, and *******************. Our lease at the Avenues of ******************* was due to end on February 29, 2024. Despite repeated attempts from February 27 to 29 to contact both the local and corporate offices regarding move-out procedures, key return, and a meeting, we received no response. Following advice from a maintenance staff member, we left the keys on the kitchen counter and vacated the premises, documenting the apartment's condition via video.On March 1, 2024, we confirmed our departure to management and sent an email as requested. However, later that day, we were contacted again, erroneously claiming we hadn't vacated. After clarification, they acknowledged the error. Nevertheless, on April 8, 2024, I received a collection notice from I.Q. ************************ for a debt allegedly owed to Avenues of *******************, despite being the only one out of us four to receive it.Upon requesting clarification and an itemized bill from Avenues of ******************* on April 10, 2024, they provided a statement including cleaning charges, a water bill, and a one-day rent for March 1, 2024. Despite my further inquiries regarding the cleaning charges and the March 1 rent given our confirmed move-out, I have yet to receive a response over 25 days later. Additionally, I discovered that I.Q. ************************ is not licensed to collect debts in ********Despite my repeated attempts to resolve this matter with both Avenues of ******************* and I.Q. ************************, I have not received any response. I seek a prompt resolution to this frustrating situation and possess evidence in the form of screenshots of calls, emails, and other communications. Both entities seem to mishandle this matter, and I aim for a fair resolution.

  Customer response

  05/17/2024

  I haven't received any response from the Avenue of ******************* or their **************** regarding my complaint. I've attached all prior communications with Avenue, but I haven't heard anything further from them.
  They have applied incorrect charges to my account.
  This is not the first time the Avenue of ******************* leasing office has made a mistake and been unresponsive. Similarly, this is not the first time their corporate office has failed to respond.
  Additionally, the debt collector is only contacting me and not my previous three roommates, who were also part of the lease. I suspect this may be because I am an international. 
  

  

  Business response

  05/21/2024

  Dear ***********************,
  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We strive to maintain open and transparent communication with all our residents and take your feedback seriously.
  
  As stated in your complaint, you were charged a fee related to insufficient notice when vacating the property. According to our records, and as outlined in the lease agreement you signed on 5/16/2022, tenants are required to provide 60 days notice before vacating the premises. This policy ensures we have adequate time to prepare the unit for new residents and avoid potential vacancies that impact the community.
  
  Our records indicate that we received your notice on 01/13/2024, which was 13 days short of the required notice period. As per the terms of the lease agreement, an insufficient notice fee of $2320.00 is applied in such cases. This fee helps cover the costs associated with the expedited turnover of the unit.
  
  We understand that circumstances leading to early termination can vary, and we strive to be as accommodating as possible within the bounds of our policies. If there were extenuating circumstances that prevented you from providing the required notice, please let us know, and we would be happy to review your case further.
  
  Our goal is always to maintain a fair and supportive living environment for our residents. We regret any inconvenience this situation may have caused and are committed to finding a resolution. Please feel free to reach out to discuss this matter further.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  Hawthorne Residential Partners

  Customer response

  05/21/2024

   I am rejecting this response because:
  
  I kindly request that Hawthorne Residential Partners, LLC thoroughly review the complaint once more before responding.
  

  Customer response

  05/31/2024

   I am rejecting this response because:  

  I'm sorry to say this, but it seems you didn't properly review my complaint. I expected the BBB to be unbiased, but this situation appears different. I previously lived at "*****************************," a property owned by "Hawthorne Residential Partners, LLC."

  
  As requested, I have already attached the Gmail conversation with the leasing office at *****************************. The issue is that Avenue of ******************* sold an incorrect debt of $444.34 to IQ ******************* as mentioned in my previous complaints. Out of the four people living there, Avenue and IQ Data are targeting me, possibly because I'm an international resident, which might be a case of racism.
  
  Hawthorne Residential Partners, LLC, refers to an amount of over $2,000+ which is incorrect and we are not even aware of that, but Avenue sold the debt I am disputing, which is $444.34. According to Florida law, landlords have 30 days to mail any money owed within 30 days of moving out. You can ask for proof of whether Avenue and Hawthorne Residential Partners, LLC attempted to contact me within that timeframe.
  
  The Avenue leasing office has made numerous mistakes with dates and other matters in the past, and I have proof of this. However, my complaint focuses on the incorrect debt of $444.34 they sold. Please see the attached PDF, "****** MOS.pdf," where Avenue mentions the incorrect amount of $444.34. Both the $444.34 debt Avenue is talking about and the over $2,000+ debt Hawthorne Residential Partners, LLC mentions are incorrect. This complaint specifically concerns the $444.34 debt.

   

  I am also attaching the emails with Avenue of ******************* and Hawthorne Residential Partners, LLC, Please go through them once. 

  
  
  
  

  

  Business response

  06/19/2024

  Dear *****
  
  Thank you for reaching out to us regarding the collections notice related to your previous apartment. We understand this is a concerning matter, and we are here to assist you in any way we can.
  
  To help facilitate your dispute effectively, please follow these steps:
  
  -Please gather any documentation you have regarding your lease termination, final account statement, and any communication you received from us regarding outstanding balances after your departure.
  
  -The collections agency handling the matter should have provided you with contact information. Please reach out to them directly to initiate the dispute process. They will be able to provide you with detailed information regarding the debt and the steps required to dispute the claim.
  
  - If you require any specific documentation from us to support your dispute, such as a copy of your final account statement or confirmation of balances owed, please let us know. We will do our best to provide you with the necessary information promptly.
  
  Please feel free to contact me ********************* if you have any questions or need further assistance during this process. We are committed to helping you resolve this matter as smoothly as possible.
  
  Thank you for your cooperation and understanding. We look forward to assisting you with your dispute.
  
  Sincerely,
  Hawthorne Residential Partners

  Customer response

  06/19/2024

   I am rejecting this response because:
  
  I previously attempted to contact you at the email address you provided, but I received no response (see attached proof).
  
  In my original complaint submitted through the BBB, I included evidence (please review the attachments) demonstrating that your leasing staff is unresponsive, unprofessional, and that the charges they imposed are incorrect.
  
  I have tried to resolve this issue with your leasing office at ***************************** (**) and IQ ******************* but both have been unresponsive and are violating regulations.
  
  I request that you contact me as soon as possible through the BBB or by emailing me at ********************.
  

  

  Business response

  07/16/2024

  Response:

  Dear ***********************,

   

  We hope this message finds you well. We wanted to inform you of an update regarding your account with us. After careful consideration and review, we have decided to remove your account from collections.

   

  Thank you for your understanding and cooperation in this matter. We appreciate your past tenancy and wish you all the best in your future endeavors.

   

  Sincerely,

  Hawthorne Residential Partners

   

*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. ↩