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 at Blanco Riverwalk

  191 Cotter Rd San Marcos, TX 78666-3937

  
• 

  Hawthorne Residential Partners

  7200 Wallace Rd Charlotte, NC 28212-6937

  
• 

  Hawthorne Residential Partners

  1079 Beckstead Ct Denver, NC 28037-6016

  

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:08/08/2024

  Type:Sales and Advertising 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 26 2024. I paid The Hawthorne SmithCreek apartment community 2 fees upon submitting my application. A fee of 250 for administration I assume of the lease and an application fee of 65 dollars.. I actually did not really realize this until right before that I was going to have to pay this before being approved but it was ok because I was assured that my application would be ok. This is what I have a problem with. The credit process does not allow a person to know what they will or will not accept. So then you lose your money the application fee for good and the administration for 39 days or more which is crazy . Additionally I was told it was ok if I had a co-signer and paid extra. My credit score was 647. Which is fair. I had a single late and and old charge off. That was a card that had been something I had been contesting. But I was flat out denied no discussion right after my money was taken. My problem is not that they do what they do . But where is the criteria. They say they have an outside source but the outsider de sure **** says they just recommend. The client needs to know coming in what will and will not be accepted so they do not throw there money away. What is it based on. Then additionally afterwards no one will speak to you or really call you back. Im still like though they just took your money they feel no urgency to return it. One wonders why take it in he first place if not to some how benefit

  

  Business Response

  Date: 08/13/2024

  To whom it may concern,
  Hawthorne at **************** provides a statement of rental policy to each applicant at the time of the application. Our Statement of Rental Policy states:To assist you with your decision on your new home, we are providing a list of the requirements that we use to qualify applicants for residency in this community. The criteria which may result in a denial (include but are not limited to) : Zero income or income lower than three (3) times the rental rate,unsatisfactory credit, criminal or rental history findings, exceeding the maximum number of occupants per apartment home, restricted pets, inability to meet conditional requirements or application results, providing misleading or inaccurate information, and adverse, subpar or unverified information. Subject to applicable laws, or requirements include but are not limited to the following criteria.
  
  Credit History: We obtain a credit report on each applicant. Our credit reporting agency evaluates credit (which may include rent payment history) as an indicator of future rent payment performance. An unsatisfactory or insufficient finding will result in the requirements of an additional deposit or denial.
  Applicant Approval Acknowledgement: Applicant acknowledges and agrees that the criteria referenced above will be considered in the qualification process. Applicants who do not meet the requirements referenced above will be denied or be subject to additional requirements,including but not limited to additional fees, deposits, rent or providing a guarantor.
  In addition, Applicant acknowledges that whether the application is approved or denied, that the application fee is non-refundable. If the applicant is not approved, the additional fees or deposits paid to reserve the apartment at the time of application will be refunded within 30 days or less.
  
  *********************** signed the Statement of Rental Policy on July 25, 2024, as part of the application process, acknowledging that credit would be a determining factor in the application. A copy of the signed Statement of Rental Policy is included in its entirety. Additionally, check number 3912, in the amount of $250, was mailed from Greensboro, **, on August 8, 2025, for the administrative fee.Since the application was denied, this amount is refundable to her.
  Please let me know if you have any further questions.
  *****************************
  Regional Manager
  804 Green ***************************************************
  

  Customer Answer

  Date: 08/13/2024

   I am rejecting this response because:my issue is not that you do background checks or credit checks. I have no idea what you will or wont accept and your employee led me to believe that with a co-signer and a larger deposit I would be ok . Yes I signed that in good faith believing that if their was and issue there would at least be a discussion  I also did get the check though it was mailed to the address I ask your employee not to mail it to and gave a new since I was moving out 
  
  
  

• Initial Complaint

  Date:08/06/2024

  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 ended on May 11th 2024. I notified the office that Im not going to renew my lease. I was told to pay one month rent which I did. The never mentioned anything about the prorated rent for the last month. I have an email from the management confirming that my ledger is clear and Im good to go! Two months later I get a phone call from the collections department that I owe $1600!! No letters, phone calls or emails prior to that. They sent it straight to collections! I called the office and was told that the amount is wrong and I was charged more than what I supposed to be. I have the email as a proof that I was told my ledger is clear! I never got my $600 deposit back. The manager got my address but did not send the check. I was also told $1600 is wrong and I should pay $1100. I paid $1600 and something and never got the extra money I paid back.

  

  Business Response

  Date: 08/13/2024

  Hi ****,
  
  I have spoken with the Hawthorne at ******* office and confirmed you will be receiving a refund to the address on file. The property has updated your account with collections as well. Please reach out to the site directly if you would like to verify this address. Please let us know if we can assist you further.
  
  Thank you,

• Initial Complaint

  Date:08/06/2024

  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 was NEVER informed of being sent to collections. Originally I spoke to ****** regarding the option to get out of my lease early. The option out there was given to me for another tenant to possibly take over the lease and I was to be receiving a call back on this before the time was for me to leave. I never received a call regarding anything owed or what not. I got a VM and even returned the call that same day (23JUL) and got a VM, but never another call since. Instead got a call from a collections company at **********. I was pretty upset with them knowing that's what they called about and that company doesn't have the entire story. I called back the Apartment Complex for an explanation. They never gave me a formal apology and stated they are not the ones to send people to collections, which is quite absurd. Again I never got any notice regarding this potential issue. So the manager (****) from a sister complex was supposed to reach out to me about the situation and was told his hands are tied. I then was offered a supervisor (*********) who oversees things. However when leaving a VM it took them 7 days for them to try and reach me again. Horrible communication all around. Again I was never properly notified of anything which I think is a violation of being properly informed of anything. I am happy to provide the proof on my mobile device if need be. I am simply asking to be removed from my Credit Report potentially hitting my credit along with any fees attempted to collect since I was never properly notified or anyone looking into the matter at all.

  

  Business Response

  Date: 08/13/2024

  August 13, 2024
  Hawthorne Residential Partners
  804 Green *********************
  **********************************
  
  RE:Consumer Complaint # ******** ******
  To whom it may concern:
  ***************** resided in ********************** 208H in ************** from May 1st, 2024,through June 15th, 2024. Mr. ******* account was sent to a collections agency in error. **************** does not have a balance with Summit Village. The site manager contacted the collections agency to remove his account from any collections attempts. **************** was informed of the error on August 7th, 2024, and was provided an updated account statement showing he does not owe Summit Village any money.
  Please let me know if you have any questions.
  Sincerely,
  *******************************
  Regional Manager
  Hawthorne Residential Partners
  

  Customer Answer

  Date: 08/15/2024

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

• Initial Complaint

  Date:07/30/2024

  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 moved out of the Oasis at ***************************** on May 19, 2024. On May 30, ******************************************************************************************** the amount of $200.88 within 30 "business days." Florida law requires that the deposit be refunded within 30 calendar days. On July 25 I received an email stating "We are sorry for the late response on the refund check issue. With our accountant having 35 total properties he is working with he has gotten a little behind but he is working very hard and quickly to get the matters fixed! He did cut a check on the 17th but forgot to place it on overnight status. We greatly apologize for the late process but within the next few weeks you should be receiving that check via the mail from our corporate office. Hope you have a great rest of your week!"Today is day 61 and still no refund. The corporate office needs to hire more personnel to ensure compliance with state law and an acceptable level of customer service. It's obvious that they don't care about either compliance with the law or customer service. If the check was cut on 7/17, why is it not yet here? What U.S. mail service takes a "few weeks?" They are either lying or incompetent.

  

  Business Response

  Date: 08/06/2024

  Dear *******,
  
  I sincerely apologize for the experience you have had in your move our process at ***** at ********. To my understanding, the site has reached out to you and has taken care of all outstanding issues with your refund! I hope we were able to make it right and provide better customer service for you!
  
  If you need anything further or have any questions you can reach out to me directly at ************************* and I am happy to help!
  
  Sincerely,
  
  *********************, Regional Manager

• Initial Complaint

  Date:07/23/2024

  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 paid my rent on or about July 3, 2024. I logged into my account to file a complaint for the THIRD TIME about various nauseating smells coming into my apartment daily that have caused me to go to the hospital on multiple occasions and I saw multiple false charges on my account! I am requesting any LATE CHARGES, NSF, ETC. BE REMOVED IMMEDIATELY FROM MY ACCOUNT! I've spoken to ****** who decided to ignore me after I stated that I will not pay an NSF fee. I would like to mediate this before it becomes a bigger issue than it has to be!

  

  Business Response

  Date: 07/25/2024

  Summary:
  Below is a screenshot from ************** ledger, showing the payment of $750.62 submitted on 7/3/24 was returned on 7/10/24 due to the account being closed. As a result, a $50.00 NSF fee was applied to the ledger,as outlined in the Lease Contract. In addition, the applicable late fees were applied to the ledger. ************** is contesting paying the $50 NSF fee.
  
  
  Below you will find a timeline of written communication with **************, resident of Apartment 223:
  On 7/10/24, ************** submitted the following complaint regarding valet trash service via email to the Community Manager: can I ask if trash pickup still is supposed to occur? I put a bag out yesterday and no one picked it up. This happened last week too and I had to put in a maintenance request for someone to come after putting the bag out multiple times and no one got it until maintenance did. Are we still being billed for valet trash removal? If so, please have someone pick it up on the days outlined in my lease agreement.
  On 7/10/24, the Community Manager, ***********************, contacted the community rep with Valet Living to find why a unit may have been skipped. The representative explained that the only reason a unit would be skipped if were the collection was not within compliance for pick-up, or, the garbage was not placed outside when the technician visited the unit. As there was no photo taken by Valet Living to show the garbage was not in compliance, it was likely that the garbage was not placed out on time. ************ responded to ************** via email: I am reaching out to the company that handles the trash pick up to see what caused your home to be skipped. I am going to send out an overview of the valet trash policies via email during this week, it seems a large amount of resident are being skipped due to the bags being placed outside. Trash must be in a bag, inside the trash can for it to be serviced. Any boxes need to be broken down and placed behind the trash can for pick up. I have also noticed a few residents have placed trash outside after the trash pick up time, they start pick up at 7pm.
  On 7/11/24, ************** responded to ************** email: can you go in and remove any of these charges that I am seeing on the account about a late fee and a returned check. I accidentally used account information from a closed account and just noticed this today. I will update the information and pay the original amount requested which was $760.62 but nothing more than that.
  On 7/12/24, ************ responded to ************** email: Good morning, Unfortunately, the payment did NSF so the fee still stands, however we do offer a one time late fee waiver that you can sign to have the late fees waived. Please keep in mind that this waiver is only good once and cannot be used again, did you want to come to the office to fill out the paperwork for the waiver?
  On 7/12/24, ************** responded to ************** email: I will not pay an NSF fee please get a manager
  On 7/12/24, ************** sent a message to Legacy at 2020 via ******** messenger: I called today trying to speak to someone over the phone about the fees on my account but everytime I call no one ever answers the phone. Please remove all late fees, NSF, etc. As I will not pay it because I wasnt late and have always paid on time. If this cannot be done Id like to speak to a higher up manager
  On 7/22/24, *****************************, Area Manager, reached out to ************** via phone and did not receive an answer. The following email was then sent to ******************:  Hi ******, Thank you for reaching out. Below is a screenshot from your ledger showing the returned payment in the amount of $760.62. As we incur a $50 charge for the returned check charge, we are not able to waive this charge. As a courtesy to our residents, we do offer a one-time late fee waiver form. Our onsite team can prepare this document for you to sign. I will ask the team to have it delivered to your apartment door so that you can review, sign and email it back. Once we have that signed form back, we can waive the $225 in late fees so that you can make your payment.
  
  On 7/22/24, ************** responded with 2 separate emails:
  I have never had a problem with a returned check. Can you waive the fee because this was a one time mistake 
  You all have left my trash out multiple times without picking it up, allowed loud noises and music at all times of the night, and I am sick daily because of the constant smells coming through my vents. I put up with a lot of things and no one does anything about it. The lesser you all can do is waive the returned check fee because that was a mistake and it is only a portion of what I put up with daily . I pay more than that in medical bills from you all allowing me to breathe in toxins in that apartment. 
  
  On 7/22/24, ******************** responded to ************** email: Hi ******, We are not able to waive the returned check charge.
  Regarding the odor in your apartment, thank you for bringing this to my attention. In review of the work orders, it seems that the odor is caused by cooking/food smells from the neighboring apartment. I will speak with the Community Manager and ******** Service Supervisor to gain more information of whats been done so far to remedy this issue, and what additional steps we can take. You will receive a follow-up with more information on this.
  As far as Valet Living, Im sorry to hear that youve experienced missed pick-**** When we receive reports like these, we forward the information to our local representative with Valet Living, so that he can direct their team accordingly. To correct the missed pick-up as quickly as possible, we ask our residents to contact Valet Living directly at ************ or ***********************.
  On 7/22/24, ************** responded to Ms. ********* email: Is there someone else I can speak to because this is not right . Ive been here only a few months and it is constant problems that you all do nothing about yet are trying to charge a false returned check fee
  On 7/23/24, ************** sent the following message to Legacy at 2020 via ******** messenger: Hello, is someone available today in the office? I am trying to get the situation with rent sorted out
  On 7/23/24, Legacy at 2020 responded via ******** messenger: Yes maam you can come speak to ***** the Community Manager.
  On 7/24/24, ************** contacted Hawthornes corporate office via phone (leaving a voicemail) and ******** messenger. In addition, ************** submitted a complaint to the Better Business Bureau.
  
  
  Thank you,

  Customer Answer

  Date: 07/25/2024

   I am rejecting this response because:
  I'm glad you know how to supply FB messages and emails. However, like it said, *** left numerous VOICEMAILS AND NEVER RECEIVED A CALL FROM THE MANAGER, ******! I also asked to speak to SOMEONE ELSE per the email thread that I can also simply attach! That doesn't mediate the issue! Waive the fee! It's simple! 
  I'll attach the phone records were Ive called over three times trying to speak to upper management! I've attached numerous FB messages were you LIED and said someone would reach out but no one did! Its saying all my files are too large. BBB, how do I submit my proof? I've tried resizing the image and it did nothing.

  

  Business Response

  Date: 07/26/2024

  A late fee waiver was offered to alleviate the late fees due, however, as previously stated by the onsite management team and *******************, we are unable to waive the $50 NSF fee on the account. Your contact information will be shared so that another member of our corporate office team can reach out to you.

  Customer Answer

  Date: 07/26/2024

   I am rejecting this response because: that is NOT TRUE! The fee can be waive! When they reach out and agree to waive it, I will close this complaint but until then I will NOT accept anything less! 
  
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  Since April 21st 2024 when i moved into this apartment there has been something wrong with hvac unit. Ive put multiple maintenance orders in for it to be fixed or replaced. The maintenance crew will come over and pump it with freon and say " there is nothing wrong with it." The unit needs to be replaced. I have children and a dog that live with me. At 10pm at night the unit is running and its 80 degrees in the apartment and it is set at 73. The office keeps telling me that its normal for my electric bill for a 2 bedroom apartment should be $300+. My kids literally have trouble falling asleep at night saying its to hot and they are sweating in their bed. My dog is walking around my apartment panting at 10pm like he ran a marathon. Ive paid this apartment complex $4819 for rent and "other" things included in rent. I'd like some type of refund for not getting the things fixed that need to be done around my apartment. I have proof of other work orders that i put in and they come and say they dont have the part to fix it. I told the apartment office i will be with holding rent payments moving forward until this is fixed the correct way. I have emails back and fourth with the office manager about this issue as well.

  

  Business Response

  Date: 08/16/2024

  Dear ******,
  
  I hope this message finds you well.
  
  I wanted to inform you that we have successfully replaced your HVAC system. Our site team has confirmed that the new system is installed and functioning properly.
  
  Please let us know if you experience any issues or have any questions. Were here to help ensure your comfort and satisfaction.
  
  Thank you for your cooperation and understanding.
  
  Sincerely,
  Hawthorne Residential Partners 

• Initial Complaint

  Date:07/15/2024

  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.

  We have been having issues in the apartment we are living in. There is a cockroach infestation as well black mold growth and they are trying to not let us out of our lease without penalty. We had an AC leak and it took them 5 days to come and fix it and all they did was vaccum it up not evn try to dry the flooring. These issues we are having is now causing us health issues. I have been put on allergy medication as well as antibiotics because of this place and they are choosing to not to do anything about it. We had a moisture reader in the walls read 34.5 which is extremely high. The condition we are currently living in is not healthy for anyone to stay in.

  

  Business Response

  Date: 07/25/2024

  Dear ******,
  
  I hope this message finds you well.
  
  After careful consideration, we have decided to release you from your lease agreement effective July 27, 2024. This decision was made based on your recent communications and the circumstances you described.
  
  Please make sure to vacate the premises and return the keys by July 27. We will conduct a final inspection of the apartment upon your departure.
  
  If you have any questions or need further assistance, please feel free to reach out.
  
  Sincerely,
  
  Hawthorne Residential Partners

• Initial Complaint

  Date:07/09/2024

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

  

  Business Response

  Date: 07/10/2024

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

  Customer Answer

  Date: 07/10/2024

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

  

  Business Response

  Date: 07/11/2024

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

• Initial Complaint

  Date:07/05/2024

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

  

  Business Response

  Date: 07/09/2024

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

  Customer Answer

  Date: 07/09/2024

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

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:  

  Hello,

   

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

  
  
  

  
  

  

  Business Response

  Date: 07/23/2024

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

  Customer Answer

  Date: 07/23/2024

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

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:  

  Hello *******,

   

  I really need you to reopen the BBB complaint. The business lied. *********** has reopened the investigation. They actually never took the money back from the business when I field the claim. They gave me a provisional credit which was not the actual money I paid Hawthorne. 

   

  Since it was denied on 7/16, the 5/9 transaction to them remained with them in its entirety of $260. It is ridiculous they said they got a NSF fee when the money was never taken from them to begin with.

   

  Of those ********************* $200, their accountant is requesting an alleged transaction number that she knows does not exist. 

   

  I need my money back immediately. She has left me a voicemail saying she knows they owe me $200 but she has not received it, theres no additional money for her to receive as shes still holding the entire $260 from 5/9
  

   

  A ******* Pounds attempted leaving me a voicemail today on behalf of Hawthorne alleging she has attempted to contact me, she claims the company does not have my $200 and that *********** has it. Somehow now the county according to her handles refunds, not *********************** their accountant who sent me 2 emails stating she would cut me my check when she allegedly received funds back, which shes had this entire time.  She asked for the transaction number to match it with *********. Somehow now Danniene is back in the scope of returning my money in the scope of 7 mins 
  
  
  

  
  

  

  Business Response

  Date: 08/07/2024

  This dispute has been reversed by the credit card company. The deposit will be expedited to hit the account within 2-3 days. ***************** has been made aware.

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:
  I WAS NOT MADE AWARE, BY WHOM AND WHEN, AND WHAT WAS THE METHOD OF DELIVERY? I DO NOT HAVE ANY INFOMRAITON REGARDING AN EXPEDITED DEPOSIT OF ANY SORT
  
  

  Customer Answer

  Date: 08/07/2024

  I have no idea what the business is speaking of. They state they had already made me aware of this. I dont know who is reverting the dispute, I dont know when or who determined this. *********** has not contacted me and I have no real clarification from this business. All they said was that they previously advised me and it would be reverted. Who confirms this?

  Customer Answer

  Date: 08/16/2024

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

   

  Hi *******, 

   

  The check finally cleared, I need my complaint to be visible on BBB. 

• Initial Complaint

  Date:06/21/2024

  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 am writing to report discrimination I have experienced from *************************** at Pavilion at **************. Additionally, I formally request the preservation of all records of communications, including calls, notices, and emails regarding our interactions. ***** has restricted my communication to email only, citing alleged "abuse of staff." I have never abused her or any other staff member and request that someone at Hawthorne review the calls for any evidence of such abuse. I believe this constitutes racial discrimination, as she has had no issues discussing matters in person with my Caucasian fianc, who spoke to her with the same level of concern as I did. However, I am deemed "aggressive" when I voice my concerns. Shortly after moving in, a leak from the dishwasher led to maintenance entering my apartment without notifying me. Despite requesting immediate notification for such instances, I was not informed until much later. The lack of communication and the handling of the situation, including the absence of a mitigation team for potential mold, was unacceptable.I have repeatedly requested a gate clicker, which I have not received, forcing me to rely on the often non-functional entry box. This has caused significant inconvenience. ***** admitted the issue was due to her failure to adjust the clock for daylight saving time. On very short notice, ***** informed us that flooring work would begin at 7:00 a.m. and last all day, during which time residents could not enter or leave the property. As a Type 1 diabetic, I needed access to medical supplies in my car, but ***** refused to allow me to leave. When I visited the office to seek clarification, she refused to speak to me and subsequently called the courtesy officer, falsely accusing me of threatening to damage property. *****'s actions towards me have been retaliatory and discriminatory.

  

  Business Response

  Date: 07/03/2024

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

  Thank you for bringing your concerns to our attention. We take all complaints seriously and are committed to addressing them thoroughly. We have notated the request that moving forward all relevant communications will be conducted via email to the listed email address: ***********************
  We apologize for any miscommunications about the flooring work that was conducted as a property improvement project. We recognize the importance of access to medical supplies and apologize for any inconvenience this may have caused you. Regarding the property improvement project, emails were sent to all residents on June 17th, June 20th, June 21st,June 22nd, June 24th, June 26th, and June 27,2024, detailing the timeline and impact of the work. The communications outlined that access to your home would be restricted temporarily while the flooring work was being conducted and arrangements would need to be made.
  Regarding the unnotified entry and delayed communication about the dishwasher leak, steps are being taken to improve our notification process. An immediate inspection will be arranged to address the potential elevated moisture concerns in your unit. The gate clicker we have in the office and notified the resident on or around March 15th, 2024, that it was ready to be picked up.
  

  We value our residents and are committed to resolving these issues. Please let us know if you have any questions.
  

  Thank you.

  Customer Answer

  Date: 07/04/2024

   I am rejecting this response because:
  
  It fails to acknowledge the issues with the flooring project and the fact that you cannot confine residents to their apartments or refuse them access to their apartments to get the floors done: there must be a designated exit route REGARDLESS of whether you provide notice. You cannot have people trapped in a building. I have attached the notices: please take inventory of how the paper notice on the building dated 6/18 says the project would begin on the 24th. It began on the 21st with less than a days notice (SEE EMAILS). No one was told access would be restricted for 12 hour periods until the day of the work. The notice before provides it would be from 7 til it was done (again less then 24 hours notice). As for the clicker issue..please tell me where the 6/15 email is because I received nothing until I asked!!! I received a message on 6/22 letting me know i could come get the clicker with a courtesy officer since I was issued a lease violation for walking in the floors to get my supplies on the 21st. Please stop trying to defend the fact that **** gave notice. One you cannot confine people or deny them access to their units without prorating the rent. You also must have an emergency evacuation route and cannot cover the entire floor in adhesive so nobody can leave for 12 hours. Thats insane. You all did not give notice of the actual date of the projects start until less than a day before and still have the paper notices up saying the project started on the 24th when it started three days earlier. The notice is inadequate and adding dates for the notice that are after the start date is irrelevant to my complaint. Address the issues 

  

  Business Response

  Date: 07/24/2024

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

  Thank you for your feedback. We acknowledge the issues raised regarding the flooring project and appreciate the opportunity to address them.

  We understand the importance of providing adequate notice. Notices were placed on the doors of the building stating that the project would start on June 24th. However, the contractor changed the start date to June 21st, and we sent updates as soon as we were informed of the change.

  The following are the dates for all the emails we sent, all of which were read by the resident:

  • 6/17 - 1:44pm
  • 6/20 11:10am
  • 6/21 8:28am
  • 6/21 10:02am
  • 6/21 5:08pm
  • 6/21 6:57pm
  • 6/22 10:48am
  • 6/22 12:24pm
  • 6/22 2:00pm
  • 6/24 10:17am
  • 6/26 3:06pm
  • 6/27- 9:47am
  • 6/27 3:26pm
  • 7/2 10:06am
  • 7/2 11:06am

  We regret any inconvenience caused by the notification process and are reviewing our procedures to ensure better communication in the future. Please contact our office at ************ or via email at *************************** to discuss further.

  Sincerely,

  Pavilion at Plantation Way

   

   

  Thank you,