ComplaintsforHawthorne Residential Partners, LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are currently living at the Landing at ************. We moved from a one-bedroom to a two-bedroom. The leasing office never provided a pro-rated amount for the one-bedroom apartment from April 1st to April 19th. We had paid the entire month of April for the one-bedroom but transferred into a two-bedroom apartment on April 20th. We keep asking for an itemized receipt for the amounts they are charging us. We are missing roughly $400 to $500 dollars for that transaction. The leasing office has told us the extra money will go onto the account but it never did and I kept asking them how much of my money will go towards it and they cannot answer the question. I have been waiting weeks, and even reached out to their regional manager and received the same answer... Additionally, we had paid our May rent, but the prices that they are charging us for is still incorrect. I was told by the regional manager that it would be fixed by their accounting team but it never was. For example: I provided paperwork that both of my dogs are now ESAs and cannot be charged pet rent... I am still being charged for this. The landing at the ************ also gives current residents a $250 or $200 dollar credit if a resident refers a friend to move in... we have not received that either. We have lived at this apartment complex for a year and never had to ask the leasing complex to do anything for us. Now that we rely on them to do the transfer they keep throwing us off. We would have moved to a new apartment complex because of how this situation is being handled but we do not have the money for another down payment. Please let me know what documents you need from me to prove my case.

  

  Business response

  05/07/2024

  The Landings at ************ has resolved all of Mr. ***** concerns regarding his rental account ledger.  All credits due have been applied to his account and as of 5/3/2024 the account ****** reflects a credit of $250.  

  Customer response

  05/07/2024

   I am rejecting this response because:
  
  We would like an itemized receipt of all dollars we put towards our one bedroom and the two bedroom. We have been asking for a month and even called region manager and no one has told us.

  they have owed us a credit for moving in and for pet rent for *** but we want to know how much of our money went towards the one bedroom and then the two bedroom. We want the prorate amount for both places and how much of our security deposit was transferred or taken away. 

  

  Business response

  05/13/2024

  An email was sent to *********** detailing payments, charges and credits on both apartment homes.  All requested credits were applied to his account and the full deposit was transferred to his new apartment home.  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved to these apartments in February of 2020. I had absolutely no problems until May of 2023. I began to have a pest problem. Roaches were all over the apartment. I spent my own money because I could not get in touch with anyone in the front office. In July I was finally able to get in touch with new management. I showed them pictures where the house was completely infested. They were also inside of my fridge. I could not use my fridge. I showed the. Photos and asked for a new fridge in which they declined. Per my lease, I wrote a handwritten letter in august and the letter was ignored. I never received a call or an update. I have videos of roaches coming out of the outlets and the infestation behind my fridge that was still there after I left. My storage unit was broken into in September only for me to find out that the complex had known since august. They found a suspect as well. They expressed that the door was fixed immediately after the suspect was found but how if I was never given keys. When I arrived the door jam was broken and anyone could just walk into my storage unit. It was destroyed and rummaged through. I have photos. My car was also broken into in September as well. I let them know that I was leaving. The company is now charging me $2500 including 500 in damages when the apartment was left in great condition. I have a complete file of everything. I have were I contacted the ceo of the company and she ignored me as well as corporate. I have left a ****** review. After my review they started finally came to inspect my apartment after I had started packing and expressed that I was the cause of roaches because my apartment was a mess. I feel as if I was done wrong as a tenant. I have more information and more photos that I can provide.

  

  Business response

  04/09/2024

  The resident of this unit informed us of roaches which when the unit was inspected there was food, food waste and dirty dishes as well as general housekeeping issues causing this issue. Being that we were new with the property we had to get with pest control to have them inspect and give us a plan for the unit. Once the pest control inspection was completed, he stated that this was caused by the housekeeping by the resident as well. We began treating the issue and gave instructions for the resident to follow as well. 

  As for the storage unit we tried reaching out and even put a notice on the door for the owner of the unit to contact us which was never done. We did place deadbolts on all storage units which were keyed to the key the resident already had so no key change was done. We advised our courtesy officer of the apparent break in, and he attempted to get with the resident to complete a police report. The offenders were caught and taken to jail as well. As for car break ins unfortunately, that is beyond our control as we nor anyone can control crime. the resident left her purse and laptop in her car in plain sight overnight. 

  The resident did provide notice which notified us that she would be moving out before her lease ended. We did send a confirmation that notified her of the early termination charge. She also did not pay for the last month's rent of her notice. This is why she has a large balance which is one month's rent unpaid, one month's rent early termination fee and damages all within the terms of the lease. We spoke to the resident MANY times via email and phone and in person on these issues. We made sure to stay in communication. 

  Customer response

  04/15/2024

   
  Complaint: 21453103
  
  I am rejecting this response because:

  that is a lie. If you changed the lock on the storage unit, then how was the police officer and myself able to push the door open. As far as you assuming that my house was not cleanyou and your manager went in my apartment during my first complaint and stated that you did not see anything and that I was lying. I have that recorded. I also contacted code enforcement in which they found an infestation and stated that it was nothing of my part and that the apartment need to be sprayed thoroughly and myself and my child needed a new fridge because the roaches were inside of it. Per my lease I even wrote a hand written letter complaining which I have a copy of. The letter was ignored. I complained for months and my apartment was not inspected again until I had started packing. Of course the apartment will be in disarray when packing up. I left the apartment in Great condition as well too per a walk through with the manager when I turned my keys in on the 31st. I have video footage and photos of the apartments condition when I left. 
  
  Sincerely,
  
  Chrinesha *****

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at Hawthorne for two years, it was a decent place until the manger ***************************** drove in with her black dodge charger. I was in the hospital when ***************************** terminated the lease agreement she then shut the electricity off to the apt in 120 degrees, packing up an apt in 120 degrees is inhumane. It got worse, ***************************** had my car towed during this time then sold the remainder of the lease ****** terminated to ***************************** a Florida collections agency that has harassed my entire family for half a year.

  Customer response

  03/29/2024

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

  I emailed and called the business Hawthorne at ********************** in august of 2023 to request support as to why I was being billed over seven thousand dollars when the manager terminated the lease, while I was in hospital suffering from spider bites that were in the housing building they managed- 
  
  why do I have scars on my body from spider bites from Hawthorne at ********************** and to this day Im still being billed? 
  
  why was I blamed for the flood damage repeatedly coming from the third floor above my units kitchen? 
  
  why was I given zero thirty day notice? 
  No answer from the business 

  
  why did the manager ***************************** shut the electricity and AC while I was being forced to pack an entire apt up in one hundred and twenty degrees? Why did ***************************** continually bang on my door and try to enter my apt while I packed up my belongings? Because manager ***************************** enjoys harming residents 
  
  thank you,
  ****************************;
  

  

  Business response

  04/12/2024

  Please note that *************************************** moved in on or about June 2, 2023, and vacated the unit within a few months. Ms. ***** did not submit any evidence regarding the car, the electricity, and the towing of her car. The landlord denies all allegations. We respectfully ask Better Business Bureau to remove these false reviews and complaints.

  Customer response

  04/12/2024

   I am rejecting this response because:
  The business Hawthorne at ********************** did not correctly spell my name, ************************************. Yes I was a resident for over two years, move in date was on March 31st, 2021. My credit score does not deserve to be damaged by the debt collection agency affiliated with your company. This is not a false report, see the documents submitted. 
  Respectfully,

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

  

  Business response

  04/23/2024

  Please note that *************************************** moved in on or about June 2, 2023, and vacated the unit within a few months. Ms. ***** did not submit any evidence regarding the car, the electricity, and the towing of her car. The landlord denies all allegations. We respectfully ask Better Business Bureau to remove these false reviews and complaints.

  Customer response

  04/23/2024

   I am rejecting this response because:I am rejecting this response because: the management did not correctly spell my name ************************************. My move in date at Hawthorne was March 31st 2021, not two months. I paid rent on time for over two and a half years see documents. The management made zero effort after I moved out July 2023 to inform me of damages or any due bill, even after I called several times to find out the status of my security deposit which they said they couldnt discuss since I was no longer a resident on property. Then I discovered they sent the damages bill to ***************************** collections for $7,242 without even sending me a bill or calling me. ******* termination document was not a respectful mutual agreement since the date she released the termination document on was June 23rd 2023, which was when I was in the hospital. I did not get out of hospital until June 28th 2023, ***************************** expected and demanded me to vacate the apt home I lived in for two years within two days. I didnt agree to being rushed out of my home in extreme heat. By the end of june 2023 ***************************** and her best maintenance worker ****** were knocking on my door to tell me to leave my apt home and if I dont comply they will follow through with an eviction. Why did management want a resident out of their apt home so fast after I paid rent on time for over two years? Yes I can provide photos spider bites. Yes after I was treated for an allergic reaction by the fire department in my apt, I allowed Hawthorne maintenance workers to climb up their ladder to the patio to treat the spider nests on the patio then they painted over the nests on the railings and residents walkway on the staircase in the common areas. The leak next to the ** vent in the kitchen area was addressed twice by maintenance staff name ****** and not resolved causing me to live with the windows wide open while it was very hot with a Texas summer. When I went to the office with a written list of issues that maintenance was failing to fix ***************************** called the police on me. One police officer that lives at Hawthorne, serving as a Courtesy Officer in the exchange for discounted rent, name Officer ******** forced me to go to the Hospital so that ***************************** could terminate my lease while I was not present on property. Management did not care that my basic needs as a paying resident in the unit were not being met and she discriminated against me for medical issues. Issues that resulted from the fact that maintenance workers were not solving ** water floods just painting over the damage. ******************* are also residents (they get discounted rent). I have suffered immensely due to ***************************** lady management since 2022. I am asking for the damage to my credit with your collection agency ***************************** to be removed.
  
  
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello , My name is ********************************* and I am a former resident at ********************* property. My lease ended on 1/24/24 and Ive since relocated. Over the past 2 months, I been calling and waiting to receive a refund of my security deposit ($250.00). The person in the office continue to tell me that they have not received my refund from the main office and have no updates to give me. This morning I called and the young man that answered was extremely rude, and told me he had no information to provide me and wouldnt provide the corporate office information , when I asked. Because there is no update on the status of my security deposit, *** decided to take these matters to the BBB.

  

  Business response

  03/15/2024

  Hello,

  Hawthorne stopped managing *****************.  All security deposits are transferred to new ownership at the time of sale, which was 12/21/23 prior to ********************** move-out.  This needs to be handled by the new management company.

  Thank you

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  there was a leak from the third-floor apartment that caused some damage to my apartment considering I'm on second floor there was extreme water damage done to the apartment to where the cabinets fell, and they refuse to put the cabinets back up and hire a professional cabinets installer. I pay my rent monthly and they refuse to put the cabinets back up it's been since August of 2023

  

  Business response

  04/08/2024

  Dear *****,
  
  We hope this message finds you well. We wanted to reach out to address the concerns raised in your BBB complaint regarding the cabinet issue you've experienced. Firstly, please accept our sincere apologies for any inconvenience this situation may have caused you.
  
  Upon thorough review of your case, we have taken immediate action to rectify the matter. We are pleased to inform you that we have initiated the process to replace the cabinet in question promptly. Our team is committed to ensuring that the replacement process is seamless and efficient for you.
  
  We understand the importance of having a fully functional and aesthetically pleasing cabinet in your residence, and we are dedicated to resolving this matter to your satisfaction.Please rest assured that we are working diligently to ensure that the replacement meets your expectations and is completed in a timely manner.
  
  We genuinely appreciate your patience and understanding throughout this process. Your satisfaction is of the utmost importance to us, and we are committed to addressing your concerns effectively.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us directly at ****** Park. We are here to assist you every step of the way.
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it to your complete satisfaction.
  
  Warm regards,
  Hawthorne Residential Partners

  Customer response

  04/17/2024

   I am rejecting this response because:  

  Good Morning I havent received or heard anything from Hawthorne Homes regarding the replacements of the cabinet no one from my complex office has contacted or reached out to me regarding the replacement either. This has been such a stressful situation! I pay my rent every month and this is unacceptable. Thank you **********;

  Sent from my iPhone

  
  
  
  

  

  Business response

  04/25/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention via the BBB. We understand the importance of resolving issues promptly and are committed to addressing your complaint regarding the cabinet repair scheduled for Friday April 26, 2024.
  
  We apologize for any inconvenience this situation has caused and want to assure you that your satisfaction is our top priority. Our team is fully aware of the scheduled repair and is prepared to rectify the issue to the best of our ability.
  
  If you have any specific concerns or requests regarding the repair process, please don't hesitate to let us know. We want to ensure that the repair meets your expectations and restores your confidence in our services.
  
  Thank you for your patience and understanding as we work to resolve this matter. We look forward to restoring your satisfaction with our service.
  
  Sincerely,
  
  Hawthorne Residential Partners

  Customer response

  04/30/2024

   I am rejecting this response because:  

  Hello Hawthorn Properties did finally replace the cabinets on 4/26 now I requesting compensation for my rent all those months I didnt have cabinets for 7months 

  Sent from my iPhone

  
  
  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied to live a ************ Apartments and was denied back on 10/04/2023 and paid them in the amount of ****** using my CITI credit card. Due to the facts of my denial ************ Apartments were supposed to return $250.00 to me. I went back down there after a few months and the staff in the office stated it was a computer error and that I would be receiving a check in the mail to my new address in *********. I contacted ************ Apartments and was told that nothing has been changed and my refund has still not started to be processed and this is over 4 months later. They keep telling me to call back

  

  Business response

  02/29/2024

  Dear ***********,
  
  Our sincerest apologies that there was a delay in the return of your administrative fee. A check has been issued and will be sent to the address we have listed on file. If you should have any other questions or concerns, please contact the leasing office directly.

  Thank you

  Customer response

  02/29/2024

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a lease with ********** Park in August of 2023 to start on September 6, 2023. When I arrived to move in, I gave my rent and deposit but the unit was covered in ashes and filled with a strong smoke smell. I was told in order to fix the issue I could not enter the unit while they tried to clean and air out the unit. I was told to return the next day. I returned to the unit with a member of the staff and it was still smoke filled. After back and forth for two weeks of essentially being homeless, the situation was not fixed and I asked to be released from the lease that had not been honored at that point as I had not been able to move into the apartment I had given them over 2,000 for. I asked for my deposit, rent, and fees associated with the unit. Initially, they wanted me to pay two months rent for a unit I never took possession of. Then I was told they would return only the pet fee and cable for $370. A chain of emails ensued and then silence. In December 2023, they mailed a check $370. I reached out to the corporate office and have heard nothing back. With the application, admin fees, rent, deposit, I spent over $2000 to never live at ********** Park.

  

  Business response

  02/08/2024

  The resident wasn’t satisfied with the unit after move-in and it was brought to the Regional Manager’s attention.  After attempting to have the smell removed with a professional vendor, the Regional Manager offered the resident to transfer to another apartment without any fees; two other units were shown but resident declined.  The Regional Manager then allowed her to be let out of her lease without early termination fees, however she was responsible for the pro-rated rent during the time of her residency and security deposit.  The pet fee and prorated pet rent were refunded to the resident.  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My roommate and I terminated our lease with Hawthorne at *** ****** early. We were required to pay a total of 2 months rent as the early termination fee ($2,646). I got a cashiers check from my bank and the check was turned in with the keys on 12/29/23. A few weeks later, they sent us a statement asking for $2,515.33. I called the office several times that week and could not get anyone to answer the phone. Finally after sending an email requesting a phone call on 1/16/24 I spoke to April in the office who informed me that she would look at deposits from the day we turned our check in and call me back. I never heard back from them. So I called again a few days later and I was informed that our check had been "applied to the wrong account," but that it was now fixed and we should be getting a refund. Now, we are receiving bills from debt collectors asking for the $2,515.33 we "owe" Hawthorne. I called Hawthorne and was told that we did not owe anything and they would call collections and get it straightened out for us. However, I received another call from collections today. This is absolutely ridiculous and very unfortunate that I have had to spend HOURS trying to get ahold of them when this problem should have been worked out weeks ago. The other sad part about this is that it seems to be the norm for this office considering I was sent someone else's application form (that contained private and personal data!!!!) previously instead of my notice to vacate form. It is very evident that the people in this office do not pay attention to anything they do and obviously do not care to fix mistakes that are made.

  

  Business response

  02/06/2024

  To Whom It May Concern,

  
  We would like to express our gratitude for notifying us of Ms. *********** concerns and for providing us with the opportunity to address the matter. We take customer feedback seriously and are committed to resolving any issues promptly.
  Ms. ********* was a valued resident of Hawthorne at New Centre, and we acknowledge her decision to exercise her right to vacate the property early. She submitted a written notice to vacate with the intended departure date of December 29, 2023, and paid an early termination fee totaling $2,646. Regrettably, there was an error in the application of her payment upon move-out.
  Upon becoming aware of this issue, our dedicated team promptly conducted a thorough investigation. It was determined that Ms. *********** payment had been posted incorrectly. We immediately corrected this error and took the necessary steps to rectify the situation. Additionally, we contacted the collection agency to inform them of the error and requested the cessation of all future communication regarding collection attempts related to Ms. *********** account.
  To ensure transparency, we have provided Ms. ********* with an updated ledger for her records and extended a sincere apology for any inconvenience this may have caused. We assure Ms. ********* that she should not expect any future calls regarding collection attempts referring to her account.
  We sincerely regret this oversight and any inconvenience it may have caused Ms. *********. We value her as a customer and appreciate her understanding and patience as we worked to address and resolve this matter.
  Thank you for your attention to this issue, and please do not hesitate to contact us if you require any further information or clarification.
  
  Sincerely,
  Hawthorne at New Centre Team

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get chronic migraines from sudden sounds and the staff told me Id be safe here but I am in constant pain, when the staff works on the apartment above me they purposely slams, scream, and toss stuff off the balcony and it hits my window right next to my bed. I keep calling the staff and Ive already asked them to stop cause Im PHYSICALLY HURTING and they just laugh and continue. The complete lack of empathy from staff, the lies Ive been MISERABLE since Ive started living here and I cant afford to leave or I would immediately, if you are disabled do not live here its not safe.

  

  Business response

  02/12/2024

  Dear ****************,
  We would love to opportunity to discuss the issue with you further and work on a resolution.
  While we want to ensure that you are happy in your apartment home, there are times when work is going to need to be completed in surrounding apartment homes and we are unable to guarantee complete silence.
  We can certainly further discuss the levels of noise coming from your neighbors apartments. We are more than happy to address noise violations that are above a reasonable level for apartment home living.
  Thank you

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today I checked the mail and see a letter from a collection agency, saying I owe $967.30 to *** ******* ** ******* ****. I never received anything from them in the last month saying I owed money yet somehow it gets sent to collections. I'm disputing these charges as I was never properly notified of this bill. When I signed my intent to move out, I asked for written documentation on exactly how much I would be billed because I didn't trust them making up numbers and they said their systems were down so they couldn't write a number on my paperwork. I asked for this in writing and the manager said no & was so mean and unprofessional. When I moved out, I checked my rental portal and it showed $0 & have had no communication from *** ******* ** ******* **** since I moved out. I did try to ask for documentation on 11.13 before moving out about all the issues below & was never replied to. I had a bat IN my apt, had 2 nails go through my shoes during roof repairs, the entrance completely blocked off from roof materials making it unsafe to go anywhere, my neighbor who was evicted left trash directly across my door & it was left for over a month without being cleaned, ants FILLED my apt from the trash being left out, pest control never came, and countless other issues. I had even referred people to the complex (never received the referral bonus I was promised either). I always had to go into the office because no one ever picked up the phone and I assumed these incidents would be documented from being IN the office.

  

  Business response

  02/01/2024

  Dear ****** *******,
  
  As outlined in our lease agreement, residents are required to give a 60-day notice prior to vacating the premises. It appears that in this instance, proper notice was not provided and only 30 days’ notice to vacate was given.
  
  Regarding the associated fee, we want to ensure transparency in our communication. The fee is a standard charge outlined in our lease agreement to cover the costs associated with insufficient notice. The Notice to vacate acknowledgment was given to Ms. ******* in which stated the amount for insufficient notice.
  
  However, we are open to discussing the specifics of your situation and exploring potential solutions.
  
  Please contact our Property Manager to discuss this matter further. We are committed to finding a resolution that is fair and reasonable for all parties involved.
  
  Sincerely,
  Hawthrone Residential Partners 

  Customer response

  02/02/2024

   I am rejecting this response because:
  I understand the fee was outlined in the lease. The pdf you uploaded the office filled out after I left and was never given to me. What I am attaching are the only things I left with. The manager said their system was down and could not tell me how much I owed and said she would just fill it in later. The property has a tendency to not document anything correctly, so I wanted it in writing that she would not fill out my form with me there even though she wanted me to sign and she would not. (Assuming because it is wrong.) What I attached should be in the records because that is all that was communicated with me. 

  
  I also never received that bill which is the main issue. It was sent to collections even though it was never given to me. That is wrong. There was no contact attempted from ******* ** ******* ****. I received no mail, emails or phone calls. (Just like how I was never given the lease renewal until AFTER the 60 days had passed. Received it in an email with a backdated document attached.)

  
  Also, looking at the attached fees...being billed for a dirty bathtub is now an extra an issue. Saying this because I had a leak in my shower that maintenance waited to come look at because it was not "urgent" and it corroded the tub. I asked for that to be documented as I didn't want to be fined for it at move out since it was not my fault they didn't come when I reported the leak and the damages. I watched the gentleman take the photo, so that should 100% be documented in the systems. 
  

  
  

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