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

  
• 

  The Oasis at Southpark

  5355 Southpark Dr Lake Charles, LA 70607-6396

  
• 

  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 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:12/19/2024

  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.

  My lease was set to expire on December 27th, but I moved out of my apartment October 31st. On November 14th, I went to the leasing office to give a money order of $2936.00, while I was there, I was told I owed an additional $50 fee because the oven needed cleaning after I left. I gave the office a $50 money order that same day and was told my balance was paid in full the assistant manager. I received a letter from *********************, a debt collector dated 12/3/24 trying to collect a balance of $95.24 for Reserve at *******************. the letter stated this balance was due on 11/1/24. I've reached out to the office manager and assistant manager several times, and no one has gotten back to me.

  

  Business Response

  Date: 01/09/2025

  Dear *******,
  Thank you for sharing your feedback. We are sorry to hear about your dissatisfaction with your move-out experience.
  The charge that appeared after our conversation was a result of an inspection during the unit walk-through, where we found that the oven had not been properly cleaned. This prompted the cleaning charge. However, the collection company had initially removed the charge from the system prior to your visit to settle the balance. We acknowledge your payment of this balance, and we have since contacted the collection agency to have this charge removed from your credit immediately. For your reference, weve sent you confirmation via email showing that the matter has been resolved.
  We apologize for any inconvenience this has caused, and we want to reassure you that we have taken the necessary steps to resolve it. If you have any further questions or concerns, please feel free to reach out to us directly at ************.
  Thank you for your understanding.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair 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 moved out of this apartment complex in April 2024. They have told me multiple times that a check was issued for a return of security deposit for $300. In September 2024 I was told they would send a tracking number as the checks were issued to their office and they would forward to my current address. After multiple follow **** I never heard from them again. I've sent emails and left voicemails and have been told I will receive a call back with the info needed, but have not heard from them since September.

  Customer Answer

  Date: 12/20/2024

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

  
  

  

  Business Response

  Date: 12/30/2024

  Dear *******, 
  Thank you for much for bringing this to our attention. A new check has been cut and is available for you to pick up in the office. Thank you for your patience as we resolved the issue and got a new check prepared. 
  Warmly, 
  **** Robinson 
  Regional Manager 

  Customer Answer

  Date: 12/30/2024

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

• Initial Complaint

  Date:12/05/2024

  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.

  My disabled husband, was racially profiled by the courtesy officer, an action that felt both unjust and humiliating. We were unfairly issued a notice to "clean up our act or vacate" the premises, under the false accusation that we were smoking marijuana. This accusation was baseless, discriminatory, and damaging to our reputation.Additionally, despite paying our rent on time and consistently adhering to the rules, we were subjected to an ongoing pattern of intimidation and exclusion. This treatment was deeply hurtful and is a direct violation of our rights as residents and as human beings. It is clear that we were being singled out due to our race, which is unacceptable in any ************. ********* and ****** have demonstrated unprofessional conduct, often appearing intoxicated while on the job. On multiple occasions, they smelled of smoking marijuana during work hours, which directly affected their ability to perform their duties competently.Moreover, the presence of Candoshia ********, who is a current felon still on probation, raises serious concerns. Allowing an individual with such a background to work in an office handling sensitive tenant matters is both troubling and unethical. This practice not only compromises the integrity of the office but also places residents in a vulnerable position.

  Customer Answer

  Date: 12/16/2024

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

  
  

  

  Business Response

  Date: 12/18/2024

  Thank you for providing your feedback regarding your experience at Hawthorne Meadowview. We must respectfully disagree with your assertions, as we believe the allegations made against our staff are unfounded. We are committed to fostering a respectful and professional environment, and we view any attempts to intimidate or disparage our site team with great concern.
  
  At Hawthorne Meadowview, we take pride in providing exceptional apartment homes and strive to "Live the Difference" by fostering a welcoming and respectful community for all residents. . We follow established policies and procedures to ensure fairness and transparency, including thoroughly reviewing and addressing all resident complaints to maintain the integrity and quality of our community.
  
  As expressed previously, we are investigating your claims and will provide our response within 30 days of your original request.
  
  Thank you for your patience as we work to resolve this matter.

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because:
  I have evidence supporting with staff *** ***** and emails 
  
  

• Initial Complaint

  Date:12/02/2024

  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 rented for 3 years from Hawthorne Residential Partners in ***********************. West end at city walk. I moved out on October 12th and have not received any correspondence regarding my security deposit. I have filled out the form on their website, and have left 3 voicemails. Florida requires landlords to submit a letter within 30 days of moving out of any charges to the tenant. *** *********

  

  Business Response

  Date: 12/09/2024

  A check (#****) was cut on 11/15/2024 and mailed to the following address:  ****************************************************  It does not appear that the check has been cashed as of yet.  Hawthorne Residential Partners no longer manages West End City Walk however if Mr. ********* can confirm his forwarding address, I can follow up with the new management company to put a stop payment on this check (check #****) and reissue him a new check. 
  
  Mr. ********* does not specify in his complaint the dates he called and left messages at the community and unfortunately with Hawthorne Residential Partners no longer managing this community I have no way to investigate his voicemail messages that were not returned.  

  Customer Answer

  Date: 12/10/2024

   I am rejecting this response because: I stopped into the office at ******** on the last day that Hawthorne was managing the property.  I asked them why I had not received my security deposit since it was beyond 30 days since I moved out.  I was told there was a payable in the system to me and I confirmed the address was the new home I purchased in ****************  A couple weeks later I had not received the check so I went back to ******** and the new management company told me I would need to deal with Hawthorne.  I filled out the form on the Hawthorne website and waited for a response.  After no response I called Hawthorne and left a message 3 times over the following week and never received any response.  I filed a report with the BBB and now I get a response that the check was mailed to my former address at *********  During the move out, I was asked to provide my future mailing address to Hawthorne which I did.  I also confirmed with the office that they would be sending the security deposit to the address I provided.  I will stop by the office at ******** later this week and see if they will allow me access to my previous mailbox, assuming the unit has not been rented.  My biggest complaint is the lack of response from Hawthorne after leaving multiple messages on their website and phone.  This is total unacceptable.  If I cant gain access to the mailbox, I will need to make arrangements to get a new check which will probably require filing another complaint with the BBB since Hawthorne does not respond to messages left by former tenants. 

   

  
  

  Customer Answer

  Date: 12/10/2024

  Response was submitted 

  Customer Answer

  Date: 12/10/2024

  *********************

  *************************

  

  Business Response

  Date: 01/09/2025

  Hi, I understand your frustration and I am not sure where the miscommunication was with our team and your move out refund. All deposit accounting was posted prior to our management company leaving the property and posted. As of right now, we do not have access to see anything in the system,but I am happy to get with our previous accountant to see if there is a record of check number that stated it was mailed to you. Again, I apologize for this experience.

• Initial Complaint

  Date:11/14/2024

  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.

  Hello I have called the *********** and left countless voicemails since July 2024. My air conditioner went out in the hottest time of year. I wasn't offered in help from the leasing office and fact the charged me late fee on my rent. I had to use make of my rent to buy fans for my apartment. Called the leasing office to ask if I could have the fee back and she said she spoke to "upper management and it wasn't approved because it was fixed within ************************************************************************** and when it was fixed. At the time my refrigerator wasn't making ice. Them mantiance man ripped my floors trying to fix it. My floors have been ripped since July! I was also charged for driving through the wrong gate when that gate open when I press the wrong number. It's no when you the lease or pronoun being charged for driving through a gate that's meant to drive through. I've been facing issues and no one have reached back out to me. I've also left messages to come on the website as well!

  

  Business Response

  Date: 11/19/2024

  Thank you for providing this information and feedback.   We have researched your complaints. The HVAC failure was reported on 6/28 and the Community Manager provided oversight of the repair that was completed on 6/30.  We understand equipment failures are a frustrating inconvenience; however it is our goal to make repairs in a reasonable time frame.  We are happy to further investigate a repair solution for the tear in your vinyl flooring.  The community provides clear instructions regarding gate use.  The exit gate should never be used as an entrance as this could cause an accident or damage to a vehicle or the gate. Your use of the exit as an entrance was observed by our management team.

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:
  
  it wasn't completed until July 3. This shows in your records and I have uploaded a picture.

• Initial Complaint

  Date:11/12/2024

  Type:Service or Repair 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 submitted multiple maintenance requests to treat for roaches. I remember that they treated three times since I've been there. I submitted pictures of the roaches from different occasions. The pest control technician that came last said it could definitely be possible they're wandering over to my unit from other units, but he was sure that my unit wasn't the cause. After months of this problem, I brought up the ***** issue again on 9/3 to HRP and asked that they release me from the lease, and I would give them reasonable time to place a new tenant in my unit after they fix the problem. Unfortunately, they NEVER acknowledged my request or issue that was brought up again for over two months until I escalated it again to upper management. Not once have they apologized for ignoring my requests and they only want to try and resolve the ***** infestation.I have requested it six times (four by email and twice by text message) and they still have yet to acknowledge it.

  

  Business Response

  Date: 11/25/2024

  Tell us whyGood afternoon, ****,
  

  Thank you so much for bringing your issues to my attention and allowing me to work though your issues. I do believe that at this time your issues have been resolved, and no further items are pending.

  If you do need additional assistance, please do not hesitate to reach out. 

  Customer Answer

  Date: 11/25/2024

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

• Initial Complaint

  Date:11/08/2024

  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 used to reside at ********************** for almost 4 years. However, I have moved out of the unit effective 6/14/24. Since then, I have been advised by several people at the office including Former/Current Property Managers, Assistant Manager and front staff employees who advised me that I would be receiving a security deposit refund in the amount of $188.00 and the check should be in the mail to my new address or claiming that the ******************* company accountant department will ***** the check each time I have called. I have been calling the office since July inquiry about the security deposit check and have only received nothing but excuses. I want my money, what is so hard to pay me my security deposit?

  

  Business Response

  Date: 11/13/2024

  Ms. ******************* you for bringing this to our attention.  I have confirmed with the accounting department that a check was cut on 11/12/2024 and was sent overnight via ***** to the forwarding address you have provided to the leasing office.  The Community Manager will be providing you with a tracking number and you should be receiving your refund on 11/13/2024. 

• Initial Complaint

  Date:11/02/2024

  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.

  They have yet to pay my security deposit 11/1/2024. On top of that, they tried to falsely claim I lived in the unit days after my move out on 6/15/2024. I have personally been told multiple times they will fix the issues and send me a check but to no avail.

  

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. After carefully reviewing your concerns, we have adjusted your deposit accounting to reflect a move-out date of 6/15/2024. The refund has been processed, and the community manager will be reaching out with the tracking information.
  
  If you have any further questions or require additional assistance, please feel free to contact the Community Manager directly at **************************

• Initial Complaint

  Date:10/28/2024

  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 9/13/2024, I applied to the Village Lofts on ****************, a Hawthorne property. My application was denied and per my correspondence (attached) with the leasing office, $200 out of the $275.00 paid would be refunded to me. Since this date, I have not received the refund. I have followed up with the property, as well as Hawthorne Residential Partners customer service and accounting departments. I have been told by the property that the refund was issued by the office, but that the accounting department was responsible for mailing the refund to my address. I was told a representative would contact me and this never happened. It is now 10/28/2024. The process should have taken 30 days or less according to property management. Most of the time, you cannot get in touch with a representative when you call the corporate office. I'm genuinely shocked because I have resided in a Hawthorne property before and considered them one of the higher quality residential properties. I would simply like my money refunded to me as promised. It is only ethical.

  Customer Answer

  Date: 11/08/2024

  I have not heard from the business in response to my complaint. Since the time of my complaint with the BBB, I have filed a dispute with my bank as well. 

  

  Business Response

  Date: 11/08/2024

  To Whom It May Concern,
  
  We received an application for Joppa Penn on 9/13/2024. On 9/17/2024 the application came back denied due to not meeting qualification criteria and the customer was informed. The refund of money due back to the customer was processed on 9/23/2024. Upon the customer reaching out to inform us they have not received their refund, our team connected with our accounting department and requested to have the original refund check cancelled and reissued.
  
  Thank you,
  Hawthorne Residential Partners

  Customer Answer

  Date: 11/08/2024

   I am rejecting this response because: it is now November 8th. When I spoke with the corporate office, it was nearly 3 weeks ago and I still have not received the alleged reissued check. Nor was I informed that an original check had ever been issued by accounting. Is the company implying that the check was lost in the mail? This should have been clarified. Also, I verified my mailing address. I do not trust this companys business practices and will keep my complaint open until payment is received. Thank you. 
  
  
  

  

  Business Response

  Date: 11/11/2024

  To Whom It May Concern,
  
  We received an application for Joppa Penn on 9/13/2024. On 9/17/2024 the application came back denied due to not meeting qualification criteria and the customer was informed. The refund of money due back to the customer was processed on 9/23/2024. Upon the customer reaching out to inform us they have not received their refund, our team connected with our accounting department and requested to have the original refund check cancelled and reissued.
  
  Thank you,
  Hawthorne Residential Partners

  Customer Answer

  Date: 11/12/2024

   I am rejecting this response because:
  
  My previous response to the business remains appropriate. At this time, I have yet to receive my refund nearly two months later. I am certain this company is engaging in unethical practices. I will begin to research my other options. 

  

  Business Response

  Date: 11/19/2024

  
  To Whom It May Concern,

  Our team is in receipt of your letter regarding file number ********. We have included below the requested response.
  
  We received an application for Joppa Penn on 9/13/2024. On 9/17/2024 the application came back denied due to not meeting qualification criteria and the customer was informed. The refund of money due back to the customer was processed on 9/23/2024. Upon the customer reaching out to inform us they have not received their refund, our team connected with our accounting department and requested to have the original refund check cancelled and reissued. A new check was issued on 11/7/2024 (check #***). The refund was mailed to **************************************************************
  Hawthorne and our associates follow the organizations code of adhering to all laws and regulations.
  
  
  Thank you,
  **** ******* Regional Manager
  Hawthorne Residential Partners 

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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.

  When I became aware of the black mold growing on my air vent, I sent an email to the office. They said they would send someone. Weeks went by and they said they are working on it, within those weeks I sent photo proof of all the mold growing on almost all the air vents, refrigerator, my furniture, on my clothes and other things. They still didnt care, but I couldnt stay no longer due to my anxiety getting worse, headaches when entering my apartment, not being able to sleep, having to leave my dog somewhere else since I noticed changes with my dog. So I left a few days before September. I turned in my keys September 1st, but theyre charging me one month of rent due to leaving. I understand I had a lease for a year. They failed to help fix this situation. The bill got sent to collections and I dont intend on paying since it shouldnt be only my fault. I would at least want my money back from August rent and not paying the amount they said.

  Customer Answer

  Date: 10/18/2024

  My apartment is 431 Hawthorne loop rd 307

  my address at this moment is *****************************************;

  Customer Answer

  Date: 10/28/2024

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

  
  

  

  Business Response

  Date: 11/20/2024

  Thank you for your concern.  The service request noted in this complaint was placed on 8/22/2024 and was addressed in a timely manner. As noted in the complaint, Ms. ******** vacated the apartment home on or around 8/31/2024 with no notice as required in the contractual terms of the lease agreement.  The balance referenced is for the required notice period of 30 days.  The contractual lease agreement terminated early as the end date was 5/10/2025.

  Customer Answer

  Date: 11/20/2024

   I am rejecting this response because:
  There was no issue resolved so I had to no choice but to vacant. I didnt wish to leave but then again I had a dog and I was becoming very ill. Would you stay in a place that black mold was growing on all air vents and refrigerator? I had to leave for my health and because this business couldnt help resolve it. All I got from them was, were still waiting. I had no other choice. If they had offered to switch my apartment to another one the moment I brought this to their attention it wouldnt have been a problem. In the state of **, its illegal to have a tenant living with mold present. I will be getting attorneys involved if this issue isnt resolved.
  
  

  

  Business Response

  Date: 11/21/2024

  Thank you for your response.While we addressed the concerns in your apartment that were brought to our attention, in the spirit of customer service, we will remove the balance due on your account with collections.  Thank you for your communication and we wish you the best in the future. 

  Customer Answer

  Date: 11/21/2024

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