Complaints

This profile includes complaints for Hawthorne Residential Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Hawthorne Residential Partners, LLC

  804 Green Valley Rd Ste 300 Greensboro, NC 27408-7039

  
• 

  Hawthorne Residential Partners

  808 Hawthorne Ln Charlotte, NC 28204-2249

  
• 

  Hawthorne Westside

  2235 Ashley Crossing Dr Charleston, SC 29414-5779

  
• 

  The Palisades

  3201 Hargrove Rd E Tuscaloosa, AL 35405-3438

  
• 

  The Oasis at Southpark

  5355 Southpark Dr Lake Charles, LA 70607-6396

  

The 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:07/08/2025

  Type:Service or Repair Issues
  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.

  On June 16, 2025 I submitted an application to rent an apartment at ************************************************, a Hawthorne Residental Apartment. I paid an application Fee and an administration fee that totaled $280.00. I was denied June 17, 2025 and was told I would recieve a refund of the administration fee which was $200, when I contacted ************************* Apartments for further details on the refund they explained that the refund will be a check which I wasnt aware of so I asked where the check will be sent. The address they provided me was the wrong address. They told me that it would have to go to their corporate office and to the owner and would possibly take 3 weeks max to recieve the check. Fast forward to July 8th I emailed ************************* Apartments and was made aware that the check was never sent out and it could take up to 60 days, which was not what I was originally told. I would like to have someone assist me with this issue and also allow me to give them the correct address.

  

  Business Response

  Date: 07/10/2025

  To whom it may concern,
  
  I spoke with ******** ****** on July 8th regarding the status of his administrative fee refund. During our conversation, he inquired about the timing of the refund. Upon reviewing his file in the Yardi system, I noted that his application was only denied on June 17th. I informed him that, typically,refunds take approximately eight weeks to be processed and issued by our corporate office.
  
  It is unclear who may have informed Mr. ****** that the refund would be processed within three weeks. However, I have reiterated to the team that all refunds generally require up to eight weeks for processing. This timeline accounts for the necessary approval steps, which include review and authorization by the Community Manager, corporate office, and ownership, before a check can be issued to the prospect.

  Customer Answer

  Date: 07/10/2025

   I am rejecting this response because:
  I was told on the date on denial that my refund would take 3 weeks at most. It was a debit transaction as well so it seems that the charge could have easily been reversed like most other businesses do. But I'm not here to argue practices of this business, the main issue is that I was told a check would be mailed within 3 weeks and now I am being told 8 weeks. 
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  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.

  On July 5, 2025, I received a move-out statement from Hawthorne at *********** showing a charge of $2,698.69 for full flooring replacement. However, their own resident ledgerissued the same dayshows this charge was written off on June 30, 2025 with a note: "Write Off Charge Ctrl#********." The ledger shows a final balance of $0.00.Despite this, the company continues to contact me claiming I owe this amount. I fully paid all prorated rent and utilities as of June 3, 2025. The charge was internally canceled and documented. Management now claims the write-off was only for accounting, but they are still demanding the money.This creates unnecessary stress and a potential credit risk. I am asking BBB to help resolve this contradiction and ensure the company honors the official ledger and stops all collection attempts.

  

  Business Response

  Date: 07/08/2025

  The balance of $2698.69 is due. Ms. ******** was the first resident to occupy the apartment. When she moved out, there was excessive damage to the flooring that resulted in a full replacement. The ledger reflected the charge and yes, it does show that this was written off. The debt is still due.  The write-off was not to indemnify Ms. ******** of the balance due, it is the way our system reflects balances that are due that have not been paid. 
  

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:
  
  
  
  
  
  
  
  Response to Business Complaint ID: ********
  
  
  Dear BBB and Hawthorne Residential Partners,
  
  
  I respectfully reject the businesss response.
  
  
  While the company acknowledges the charge was written off in the ledger, they now contradict that record by stating the balance is still due. This creates a clear conflict in their own documentation. A written-off charge that results in a final balance of $0.00 reasonably implies the account is closed or settled, especially when no new statement or invoice has been issued to revalidate the charge.
  
  
  Furthermore:
  
  
  I was not provided any proof of the alleged excessive damage: no inspection report, photos, or invoice for flooring replacement.
  There is no signature or agreement from my end acknowledging or authorizing this charge.
  Their explanation about the write-off being just accounting is insufficient to justify pursuing this balance.
  If its truly due, they should have followed proper legal channels, not contradict their own final ledger.
  
  
  
  
  This ongoing contact and contradictory messaging are causing unnecessary stress and potential financial harm. I ask the BBB to keep this complaint open, and I reiterate my desired outcome:
  
  
  A full explanation of the charges
  Immediate correction and closure of any attempts to collect this amount
  Confirmation that no report will be made to credit bureaus
  No further contact unless backed by legal documentation
  
  
  
  
  Sincerely,
  ******* *********
  
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  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 terminated my lease in Oct 2024 due to being on military orders. I had my apartment professionally cleaned and left it in better shape than I received it in. I have tried since Oct 2024 to get my deposit back. I have made it clear on many occasions that I am active duty military and frequently travel for work. I finally received a check and they put a stop payment on it. This business is very poorly managed and borderline predatory.

  

  Business Response

  Date: 06/23/2025

  Check was re-issued and
  mailed out via FedEx. Tracking ID is 882237904380 with expected delivery
  06.24.2025 by 8:00 pm. 

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  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 applied for an apartment at Hawthorne at ************ in *******, **, and was denied on April 17, 2025. As part of the application, I paid a $250 administrative fee. After the denial, I contacted the leasing office and was told the refund would be issued within a month. It is now June 11, and I have not received the refund or any communication regarding its status, despite multiple follow-ups. I am requesting assistance in recovering the $250 refund that I am owed.

  

  Business Response

  Date: 06/17/2025

  Hi Jamela,
  
  The team has tried to contact
  you twice via phone and has sent a follow up email to you that I was copied
  on.  We have not heard from you.  The refund check was sent to the
  last known address listed on your application :
  
  6831 highline street
  Raleigh, NC 27616
  
  The check was mailed out to
  this address on 5.13.25.  Please provide us with an updated address and we
  will be happy to put a stop payment on the original and reissue. 
  
  Look forward to your response
  so we can settle this for you.
  
  Warmly,
  
  Caroline

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  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.

  One month ago I moved out of ***************** in ************ **, owned by Hawthorne. Since then, I have been trying to get in contact with corporate regarding the security deposit. The office at ******* told me at move out that the deposit was going only to the primary roommate, ****** ******. I explained to them that ****** has cut contact and there is no way to get ahold of her anymore. I was reaching out to see if the deposit could be split in half so it would go to both of us. The office also told me that my name would also be on the check that was sent to her and I wanted to see if that information was accurate. This is an urgent matter and would like answers.

  

  Business Response

  Date: 06/12/2025

  We appreciate the opportunity to respond to this matter.
  Please note that the security deposit was refunded in accordance with the terms outlined in the lease agreement and our company policy. 
  It is the responsibility of the lease holders to determine how the refunded deposit is to be shared or split amongst themselves. We do not intervene in the distribution of the deposit once it has been returned to the designated parties on the lease.
  If any of the leaseholders require documentation regarding the refund, we are happy to provide a copy of the refund receipt or transaction details upon request.
  Thank you for your understanding.

• Initial Complaint

  Date:05/12/2025

  Type:Order Issues
  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 tenant since August 2022. I was a good tenant and never received any complaints. Several things have happened over the course of my time living here - and were dismissed on my behalf. However, this last incident was the last straw. My lease current lease expires 05.14.25. I turned my keys in and was 100% vacated on 04.30.25. Prior to this, when my renewal came up, the rent was increased. I asked to speak w/ management to go over the new terms. I was never contacted back. After realizing I was being brushed off, I decided not to renew. I returned to the office to advise of this and see what I needed to do on my end. While there, I advised I would be turning in my keys and will be 100% vacated by 05.01.25. At which point, it was shared w/ me by the office admin, that if they showed on their end there was a new tenant who already signed a lease agreement, and if I had turned in my keys and 100% vacated, I would not be financially responsible for the remainder of the terms. I submitted my keys and signed paperwork reflecting I was vacated on 04.30.25. Again, advise, by a different admin of the same. We discussed that I appreciated them doing what they could and they implied it was their pleasure to be accommodating. I called the office, spoke again with an admin inquiring if my *** had been leased out. They checked and shared it had not - but that if I don't see it available on the website, it has been - and to keep an eye on it - as long as it wasn't available anymore prior to 05.05.25 - I would not have to pay the pro-rated remaining 2 weeks. I called again on 05.05.25 bc it was not on the website - they agreed it showed no longer available and that they would call me back re: the next steps. I never received a call back. I spoke with the office manager, who told me none of this was true and there was nothing they could do. I asked for corporate's email - twice and have not received a reply.

  

  Business Response

  Date: 05/14/2025

  Dear *** ******,
  

  Per the terms of your lease agreement, the lease is set to expire on May *******. As outlined in the agreement, you remain responsible for rent payments through that date or until the apartment is reoccupiedwhichever occurs first.
  While the apartment has been re-rented, the new residents move-in date is scheduled for after May 14th. As a result, your rent responsibility continues through the end of your lease term.
  

  Thank you.

  Customer Answer

  Date: 05/16/2025

   I am rejecting this response because: the resolution is the company honoring what they advised me of originally (and several conversations proceeding) - regardless of whether or not the information shared with me was policy/correct. And that is: if my apartment has been leased to a new tenant, prior to the expiration of my lease, and I have 100% vacated and turned in my keys, I would not have to pay the prorated amount from the date the new lease is signed through the remainder of my lease terms.  My conversation with the office manager, after 05.05.25, initiated by me and prompted by a lack of follow through from Hawthorne, was the very first mention the date in reference had to be the move in/effective date of the new tenant's lease.  Prior to this, it was firmly conveyed the date in reference was the date the new tenant's lease was signed.  There is no way the new tenant's move in/effective date could legally be prior my lease expiration date - so this caveat, shared with me after the fact, is illogical. I expect (especially when I give over half of my wages) that when I pay for a service and/or good, to be able to trust that what I am being told, by administrative staff, employed by and representing (in this case - the property management) a company, is truthful and accurate.  Our arrangement has a contract tied to it - unlike other situations where if I am not satisfied or treated unfairly or poorly - I cannot just leave and change who I do business with.  I have signed an obligation to Hawthorne - but they signed an obligation to me as well.  Mine was to be a respectful tenant, follow the community rules, and pay rent.  In turn, theirs was to be a respectful, honest, and fair landlord and abiding by the requirements and responsibilities of property management. I was lied to, on more than one occasion.  I have been dismissed and ignored.  What I hear from Hawthorne is "Sorry - not sorry.  Deal with it.  We lied to you, have not responded to your concerns in a timely matter, and have no intentions on doing anything about it - because it is about money and that is it.  We are a big enough company, it's not going to affect us if we did you wrong and then pushed you under the rug."  I am not ok with that.  I am asking for what it fair - nothing beyond that.
  
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Facilities Issues
  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.

  On April 31, I paid Ascent of ******** $1600 prior to moving into building 6 unit 303. I was unaware that there was a ***** infestation in the unit. I am unable to relocate due to there being no other available pest freeunits. I have not been able to live comfortably due to bugs coming in and out of the dishwasher, kitchen, drains, baseboards, and behind the stove. When I addressed this issue the property manager informed me bugs were in the unit due to a screen door being off of the unit for a few weeks. Pest control has been in the unit four times in three weeks and I am still having issues. The last inspection from pest control said there was no activity from past, but I am living in the unit and have seen them come in and out during the day. I was told I cannot leave the unit without paying the amount due to break my lease. My issue with that is I am fighting pest issue that I did not cause and I do not believe it is my responsibility to put hours in on fixing a problem I did not start. I have asked to speak to higher up and I was told I cannot because they will just transfer me back to the property manager. I have a pet and children living in this unit, and I am concerned for all of our health.

  

  Business Response

  Date: 04/28/2025

  After Ms. ******* reported that there were pest control issues in her apartment, a third-party pest prevention company inspected the apartment. Their report stated that they completed a full inspection of the unit and found no german ***** activity of any kind. The entire kitchen, all interior sides of cabinets, and bathrooms were inspected with no activity found. As a precaution, the onsite management team replaced all of the baseboards and cleaned, disinfected, and repainted the area behind the baseboards. They also recaulked underneath and on top of all countertops and cabinets. 

  Customer Answer

  Date: 04/28/2025

   I am rejecting this response because as of April 28, 2025 I have taken precautions to eliminate this issue and roaches are still coming out. I am not sure where they are coming from but I have been spraying around my house everyday. I have asked for a supervisors phone number and email multiple times and havent received it yet. I was informed that I would be able to transfer to a different unit. About four hours later I am being told I need to send in more proof. The property manager has told me she has done all she can and the only way out is to break my lease, this issue has been now going on for a month. The eggs were not removed from all cabinets and cracks in the walls as housekeeping was denied per management. Bugs are still coming from out after spraying and having pest control come. I would like to end this lease without any penalty. 
  
  

  

  Business Response

  Date: 05/07/2025

  An agreement has been reached with Ms. ******* to release her from the lease agreement.
  
  Thank you. 

• Initial Complaint

  Date:04/16/2025

  Type:Order Issues
  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 communicated with management that my March 1 payment would be late between March *****, or worse scenario would need to catch up my payment after move out date April 14, 2025. March 5, 2025 was injured in car accident, unable to work. ******************* called to do the end of lease walk through. At that time I again went through the payment issues, and reasons. The management advised no eviction would be brought as I was moving out, and that collections would occur 15 days after move out. On April 08, 2025 ***************************** filed a judgement for possession of property after I had already confirmed move out. April 15, 2025, The apartment key was returned to the office. Hawthorne at *********, left messages stating they do not have move out keys.

  

  Business Response

  Date: 04/22/2025

  On April 16, 2025, the team discovered the keys had been slid under the office door. The resident was informed to disregard the prior email regarding potential eviction due to unpaid rent or failure to return possession. The eviction was officially dismissed on the same day. The CM has called and left a message to confirm this as well as sent an email to *********. 

  Customer Answer

  Date: 04/25/2025

   I am rejecting this response because:
  
  The business will now provide formal documented proof of the statement made that eviction and judgment was actually cancelled. 

  The business will now provide written documentation showing amounts with explanation, due dates and a detail of the  collection process for any remaining balance, including dates collection agency is notified, with the name of the collection agency. 

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  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 March 10, 2025 I submitted an application to rent an apartment at **************, a Hawthorne Residental Apartment. I paid two application Fees and an administration fee that totaled in $408.0. I was denied March 11, 2025 and was told I would recieve a refund of the administration fee which was $250, when I contacted Cranes Landing for further details on the refund they explained that the refund will be a check which I wasnt aware of so I asked where the check will be sent. The address they provided me was the wrong address so I provided them with the correct address. They told me that it would have to go to their corporate office which is Hawthorne Residental Partners and would possibly take 3 weeks max to recieve the check. Fast forward to April ******* I called ************** and was made aware that the check was never sent out and they havent gotten an update from them from my first call March 11, 2025. I have contacted Hawthorne ************** and left several voicemails regarding this issue and no one has called me back. I would like to have someone assist me with this issue

  

  Business Response

  Date: 04/21/2025

  Dear Talie,
  
  We are overnighting a refund check for $250 via *****.  The ***** tracking ID is : *********. You will also receive email notifications from ***** regarding this shipment.  Please dont hesitate to reach out with any questions.
  
  Thank you

  Customer Answer

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  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.

  I'm a former resident Avenues of *******************; a property in ******* ******* under HRP Living. My lease ended on February 22nd and I moved out. On March 17th (23 days after my lease ended) I received an email from the assistant property manager with a PDF file showing I was to receive my full security deposit returned in the amount of $1,185.00 and that there was no deductions claimed. I also received a paper copy via certified mail 2 weeks later. In this email, it was stated that all deposit refunds are handled by the corporate office. On March 28th, I reached back out to the assistant property manager to ask if there was any updates on when I would receive the check. I then reached back out on April 2nd as I did not receive a reply. Eventually I received a reply just stating that corporate hands those checks so they had no updates. I replied asking for the contact information of who I needed to speak with to get an update. I received no such information. Instead I was told that they would reach out to request an update. I never received an update. I called the number publicly listed for the corporate office and all routing in their automated answering service always went to a voicemail regardless of which department I said I needed so I left a voicemail with my information and my reason for calling. The answering system advised someone would listen to my voicemail and contact me. I've yet to receive a call back from them and I still have not received my security deposit back. It has now been 46 days since my lease ended which is a violation of Florida Statute ***** Section 3a.

  Customer Answer

  Date: 04/19/2025

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

  
  

  

  Business Response

  Date: 04/28/2025

  Dear *****,
  
  We apologize for the delay in receiving your refund.
  I have confirmed that a check was cut in the amount of $1,185, check number 1660.
  The check was sent to your forwarding address on file via ****.
  If not received within a week, please let us know so we can get the check recut and sent.
  Thank you,
  **** ********

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I have finally received the check as of today 4/28/2025