Complaints
This profile includes complaints for HSL Properties, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:05/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My AC has been out for weeks and my property has not done anything to fix it. Rent is due in a couple days and I feel as though I either should not have to pay the whole amount or have to pay it at all until it gets fixed. The temperature in my units has gotten up to 85 degrees and the AC doesn’t work at all. when I turn it on, air comes out but it’s warm and I cannot open the windows because bugs have gotten inside. I have tried reaching out and sending emails but no one has gotten back to me. My maintenance request says “on hold” am has said that for weeks.
Business Response
Date: 06/10/2024
We apologize for the inconvenience and
miscommunication, but we understand the issue has been resolved. Our team was able to contact Kiela and
coordinate a day that worked for her to have a vendor come out and repair the
A/C. We appreciate Kiela’s patience and understanding and for calling
Springhill home. Kiela is welcome to contact the Springhill Leasing Office with
any future questions or concerns.Initial Complaint
Date:04/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
see Attached documentBusiness Response
Date: 05/07/2024
We appreciate Ms.
******** willingness to collaborate and were able to bring the original concern
to a full resolution. Unfortunately, despite multiple attempts, we were unable
to reach Michelle regarding her follow up question. We kindly request that she
reach out to the Somerpointe Leasing Office directly for further assistance.
Thank you for choosing Somerpointe Apartments as your home.Customer Answer
Date: 05/22/2024
******, HSL Corporate, finally called me on May 7, 2024 and left a voicemail. I called Alexis in the apartment office that day, as ****** requested and let her know that I was unavailable that Thursday, that I was extremely busy that week, and that I hoped to talk with her, ******, the following week. I also called corporate and left a similar message for her. ****** called me back the very next day in spite of my message. That was the last time she called me. As I had said, I called ****** and left messages with her associates on May 14, 2024 and May 16,, 2024, as she was not available. I finally was able to reach her on May 17, 2024. When I expressed the extreme negligence it is to do concrete work mere feet from a vehicle, she became quiet as though she understood. (The corner of the cement work touches the corner of my parking space.) She stated that she had to talk to someone and would get back to me. I am waiting for that promised call back.
Hope this provides you with an update on what is happening with this complaint.
Sincerely,
******** ******
Initial Complaint
Date:04/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been ignored multiple times for complaints such as roaches in the apartment or dogs off leash that approach me when I am allergic. My last complaint was in regard to having the AC turned on. Be wary of all utilities included because that means you are at the mercy of them controlling the AC. In AZ, the air conditioner is a bit important. Especially when you are charged to have pet. But even after several emails I can't get the AC on. Not sure what kind of sadistic push out this is but when I get sick and have to deal with 90 degree weather is ridiculous. When guests come over to confirm the heat, that's silly. Just like the water being out every other month I know get to enjoy deadly weather. What an awesome perk to be with at HSL!Business Response
Date: 05/08/2024
Tanglewood’s on-site team
communicated with Ms. Retana and her AC service request has been
completed. We apologize for any inconvenience experienced and encourage
Ms. Retana to contact Tanglewood’s Leasing Office with any questions, concerns,
or additional service requests.Initial Complaint
Date:02/13/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HSL charged me 249.33 - 8 day early lease termination fee. According to ARS 33-1318 early termination by tenant, domestic violence statute. HSL is not allowed to charge early termination fees. The only fees HSL has a right to charge are the utilities fees of 186.06 (when they can prove my utility cost this amount) along with the charge for cleaning the oven of 20.00. This can be taken from the security deposit of 400.00.
Also the charge of 31.00 for one day is not allowed to be charged under the ARS 33-1318 act.Business Response
Date: 02/23/2024
We
apologize for any inconvenience and miscommunication. A team member was able to
speak with Ms. *** to review her Final Account Statement and address any
misunderstandings. The necessary adjustments have been made accordingly. We
appreciate your patience and understanding.Customer Answer
Date: 02/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21287027, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** ***
Initial Complaint
Date:01/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When my boyfriend and I moved in June of 2022 we had issues with the water leaking under our bathroom sink. We also had to have our parking spot changed 4-5 times since we moved in. There are always people blocking my boyfriend and I in our parking spot. We tell the office about it and they do nothing about it because it’s people that they work with. We had to wait about 45 mins or more to leave one time because they wouldn’t tell the maintenance guy to move his car. We always have a difficult time getting our complaints resolved. The vendors will get really rude sometimes and the office still does nothing about it. I called the office a couple days ago to have them tell the vendor to move their truck and they tried to tell me that the spot I was trying to park in was not my spot. Like I said they moved our parking spot so many times they can’t even keep up with it. I have a email showing proof that, that is our parking spot because I knew they would try and do something like that. This is the worst place I have ever lived in. If I could cancel my lease I would and never come back to this place or even recommend it to people. Also the water is constantly being turned off.Business Response
Date: 01/19/2024
Thank you for bringing your
parking concerns to our attention. Our team has taken the necessary steps to
address these issues with the relevant parties, and we've shared information
about designated parking areas. Your patience is very much appreciated, and we
encourage you to let us know of any future parking or other concerns for quick
resolution.Initial Complaint
Date:10/23/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 09/17/2023, I signed a reservation agreement for $150.00 with Catalina Canyon Apartments located at 2300 West Ina Road, Tucson Arizona 85741. It states in there addendum that i have 72 hours to cancel my reservation without penalty, and that my $150.00 administration deposit fee would be returned within 14 business days. On 09/18/2023 at 4:00am i requested by e*ail an immediate cancellation of *y reservation from apartment #03103 and application to reside at catalina canyon apartments. Which is within the 72 hour cancellation period. On 09/18/2023 at 9:51a* i received an e*ail back fro* leasing consultant ****** crawford, stating that we do have your refund in process it will be mailed to you in the for* of a check within 2-3 weeks for $150.00. On 10/06/2023 i e*ailed catalina canyon apartments back stating It has been well past your stated policy of returning a deposit refund within 14 business days. I was e*ail backed from ****** ******** on 10/07/2023 that my refund check had already been sent out (not true). I emailed them again on 10/09/2023 that either, your manager is being dishonest or your management company is not being truthful in this matter. On 10/10/2023 i recieved an email from a ***** **** community director stating The check was cut on 10/042023 Check #****7. It was sent **** ** ****** ***** ** ****** ****** ** ***** (again not true). I want my ad*inistration fee refund returned as stated in there own policy. I do not believe they are behaving in a professional manner.Business Response
Date: 10/24/2023
** ******** applied for an apartment home on 9/17/2023. On
9/18/2023, his application was denied and refund process was initiated in
accordance with signed application documents. The refunded administrative fee
of $150.00 was issued with check #****7 on 10/4/2023 and mailed out to the
address provided during the application process by ** ********. To date, that
check does not show cleared by any bank. If necessary, that check can be
reissued and *ailed again. All information given to ** ******** was accurate
and truthful. The refund process was handled in accordance with company policy
and signed agreements. It, unfortunately, does not guarantee receipt by the
applicant. We will contact ** ******** to communicate next steps and look at
reissue of payment timeline.Customer Answer
Date: 10/24/2023
They are not being truthful. I have never received a refund in the mail from them. They never sent it and they know that they did not. They admitted there self's that the supposedly check was never cashed. That is because they never sent it. What a bunch of dishonest people they are. Also I was not denied my application for residency. I cancelled the application before. The 48 hour period. If I do not receive my refund check very soon. I do intend to file a law suit against his properties.Business Response
Date: 10/25/2023
We regret that ** ******** has not received the refund
check that was mailed out. Unfortunately, postal service is beyond our control.
We will contact ** ******** to arrange for the check to be reissued and will
see if he prefers to have it mailed or he can pick it up from our office.Customer Answer
Date: 11/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20770808, and find that this resolution would be satisfactory to *e. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
****** ********
Initial Complaint
Date:08/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a resident at The Springs Apartments for 3 years and have always paid rent along with the Utilities charges every month. I have made 10 different requests just this year 2023 on 3/1,4/2,4/4,4/7,5/22,6/19,8/22,8/25,8/27,8/28, for a leak in hallway closet. Each request I have made has either been canceled or claimed to be resolved. This issue in the closet has not been resolved and there is still water leaking into hallway closet causing damage and mold to form inside closet making this dwelling inhabitable. Also, I have had to make 5 different request's for pest control on 1/3,1/9,3/10,5/24,8/1 for infestations of roaches within this closet.
I don't want to terminate my lease even though I am able to do so because HSL and The Springs Apartments have not fulfilled there lease agreement to replace all broken AC line within the hallway closet.Business Response
Date: 09/08/2023
Our
team was able to get a hold of Heidi and coordinate an appointment that worked
for her to have our maintenance staff make the necessary repairs. We appreciate
Heidi patience, understanding, and for calling The Springs home. Heidi is
welcome to contact The Springs Leasing Office with any future questions
or concerns.”Initial Complaint
Date:07/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My AC has been broken for the past few weeks. Always heating my apartment past the set point. On Saturday 7/15 it completely went out in the middle of an excessive heat warning. My apartment read 91F. Because of this I rented d an air B&B and have not been told I would be reimbursed in anyway. Furthermore I called the emergency maintenance line on 7/15 and was told nothing would be done until Monday. Monday I called the property manager at The Arboretum for an update and she said an HVAC company would take a look on Wednesday.
I called today Wednesday 7/19 for an update and the person at the front desk said he didn’t know what the status was and hasn’t seen the HVAC company.
This is a health emergency but it’s being treated like it doesn’t matter.Business Response
Date: 07/28/2023
The Team at Arboretum has
been in communication with Mr. Caswell and the repair to his AC has been
completed. Mr. Caswell is welcome to contact the leasing office with any
questions or concerns.Initial Complaint
Date:06/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a resident at a HSL properties location. Upon moving out I left the apartment in clean condition as confirmed by the employee Rebecka who performed a walk through with me. I was told after the next billing cycle I would receive an invoice for the remaining utility charges and my deposit minus those charge on the statement. I moved out of the apartment in the end of December/beginning of January before my end of lease date. I had sent an email with my updated address to receive the statement. After about two months went by after my move out, I reached out because I did not receive any documentation or return of my deposit. Since I was not getting resolution of email, I then went to the property to talk to someone in person and was given a printed statement about the “charges” dated on the same day I came in. I have since been trying to contact the property directly as well as the management (HSL) without response or resolution.Business Response
Date: 07/07/2023
The Team at Brittany Court has made several attempts to
communicate with Ms. Bennett to review and discuss the move out
statement. We urge Ms. Bennett to please contact the Brittany Court
leasing office at her earliest convenience.Initial Complaint
Date:06/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a work order July 25th verbally, July 26th, a written one beginning of august, an online one on August 30th, September 6th, September 23rd via email, and I moved in July 24th. It took 10 weeks and 5 days for them to replace my moldy washer and dryer that did not work. They would send me emails stating my work order was completed but my washer room continued to reek and my clothes in turn had a stench. It also progressed my asthma where I began to have asthma attacks on a regular basis. They then tried to tell me I did not pay rent for the month of August and double charged me in November two times my rent and said late fees will apply if I could not pay it. I told them I only have one month of rent and I have records of them leaving VM saying I overpaid in the month of September. It was too much distress and lack of negotiation and I did not feel responsible for their error and the fact they would violated Section 33-1324 of the AZ residential Landlord and Tenant Act four separate times. Section 33-1341 protects my rights but they were non-compliant. I legally should have been able to terminate my lease based on Article 4, but I still was charged "miscellaneous fees". When I left, I gave them my security deposit to keep and left the space extremely clean, and they still wanted to charge me for Novembers rent, which they issued as twice the amount of normal rent.Business Response
Date: 06/21/2023
Ms. ********,
In response to your complaint, we would like to clarify
that along with the replacement of a new washer, a total of $400 Customer
Service Credit was given, $180 on 11/2/22 and $220.00 on 11/14/22. We
also informed you of a past-due balance on your account in November due to a
billing error. Our Lease clearly states that if you terminate the lease before
the expiration of the agreement and proper written notice is not given, you
will incur additional charges. We can provide documentation of these credits and
charges and a copy of your signed lease if needed. We regret that you have not
had a positive resident experience and wish you well in your endeavors.Customer Answer
Date: 06/28/2023
That compensation was pointless because if you recall, when November came, you refused my check. You stated you would only accept twice the rent due to YOUR "billing error". Providing no grace or payment plan that I could do on behalf of YOUR error and began charging me late fees which swallowed up that minimal compensation for the broken utilities . After speaking with my attorney, he confirmed my responsibility and lack thereof regarding these charges. Considering my request(s) to clear the mold, fix the leak, and assist with pest control, were not properly handled within the 5 day period granted by Statute ARS 33-136, you breached our lease agreement. I have documentation of the deliberation which gave you well over a month to complete my request(s). This placed you in violation of the AZ Law Section A, for Material Non-Compliance. I notified you with plenty of time to get my unit up to code or I will terminate; as it was within my rights to do so without repercussions. Furthermore, you placed a charge of $2,086.87 labeled as an “insufficient notice penalty” which is not supported in the language of our lease agreement. Lease termination and litigations are noted in clause 33-A and 35-C. Consequently, this is an invalid charge. I can provide you with a copy of all transactions including saying I was ahead of time on my rent as well as the lack of supported speech in the lease if you wish.
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