Business Profile

Apartments

Hawthorne Residential Partners, LLC

Complaints

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

Customer Complaints Summary

130 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

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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:06/20/2024
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.
As a tenant of Zen Garden Apartments for roughly 8 months, I am t reaching out for your assistance with a maintenance matter. I would like to again bring attention to a reoccurring issue in hopes of reaching a resolution. I am fearful that the lack of attention to this reoccurring issue will result in damage to my unit, that ultimately, I could be held responsible for.
Throughout the previous 8 months, I have experienced the windows in my unit leaking each time it rains.Unfortunately, after multiple calls to the office as well as emails dating back to October no resolution has been provided. The response I have received is The leasing managers apartment is leaking too and We are talking to the apartment owner and have been given no word on direction. As a tenant, I believe these continued responses over the 8 month timeframe are simply unacceptable.
See attachment for more details
Business Response
Date: 06/20/2024
Dear Better Business Bureau,

Thank you for the opportunity to address the concerns raised by our resident regarding the maintenance issues at ********** Apartments. We value our residents and strive to provide a comfortable living environment for all. Below is our detailed account of the events and our ongoing efforts to resolve the issue.

Explanation of Events:
October 2023: The resident notified us of water leaking through the windows in the bedroom and living room. We promptly had a vendor inspect the issue on 10/12/2023, and repairs were made on 10/20/2023, followed by painting the repaired areas.

December 2023: The resident reported the same issue on 12/10/2023. Our maintenance team resealed the windows on 12/15/2023.

February 2024: On 2/11/2024, the resident reported the problem again. Both windows were repaired by a contractor on 2/22/2024.

March 2024: The resident informed us of continued leaking on 3/6/2024. A contractor performed additional repairs on the window on 3/11/2024.

May 2024: The resident reported further leaking on 5/13/2024. Multiple vendors were consulted, and additional repairs were conducted on 5/30/2024. We provided a $500 concession for the inconvenience.

June 2024: The resident reported the issue again on 6/9/2024 and requested an early lease termination on 6/10/2024. Our Regional Manager responded on 6/14/2024 offering to let the resident out of the lease early without a buyout fee,provided a 60-day notice was given. We have not received a response to this offer as of 6/19/2024 despite sending a follow-up email on 6/18/2024.

Resolution:
Early Lease Termination: We are willing to honor the residents request to terminate the lease early without the buyout fee, contingent on a 60-day notice.

Continuous Communication: We will maintain open communication with the resident to ensure they are informed of all actions taken. We have requested feedback after the most recent repairs to confirm if the issue is resolved.

Future Preventative Measures: We are working closely with our vendors to implement a long-term solution to prevent further issues. This includes thorough inspections and potentially more extensive repairs if necessary.

Conclusion:
We sincerely apologize for the ongoing inconvenience this issue has caused. We appreciate the resident's patience and cooperation as we continue to address and resolve the problem. Our goal is to ensure a satisfactory living experience for all our residents, and we are committed to resolving this matter promptly and effectively.

Thank you for your attention to this matter. We are hopeful that these actions will rebuild the trust and satisfaction of our resident.
Initial Complaint
Date:06/15/2024
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.
Dear BBB,My spouse and I live in *****************************************, an apartment managed by Hawthorne. Our upstairs Apt 464 has been repeatedly noisy every day in the past few weeks which impact my spouse's ability to sleep and health. We tried to contact the apartment and the police multiple times, but the neighbor's noise still persisted and it lasted even though it was 1 am. Today after my spouse reported to the police, upstairs threatened my spouse late at night, made her feel unsafe to leave, and very concerned about her physical safety.The apartment refuses to evict the neighbor without a valid explanation and also refuses to make accommodations for us to change the apartment, saying we signed the lease contract so we cannot change room. But guess what's also in the lease contract? In special provisions of the leasement, it says quiet hours are 10 pm-8 am.Because we are treated unfairly and repeatedly by the apartment, and the apartment does not take any action, it's clearly a discrimination and it's against the Title VI of the Civil Rights Act of 1964. We believe this kind of problem will happen again until the apartment evicts the upstairs or makes accommodations for us like compensating us to relocate somewhere else that is safe and we don't need to worry about physical safety.
Business Response
Date: 06/18/2024
Dear ****,

Our team would like to extend our sincerest apologies for the noise transfer as well as the altercation you experienced with your neighbor. We did contact the neighbor in question concerning the noise when it was initially reported on June 8th and the option of transferring was presented by the Assistant Manager to your spouse. I apologize if it was miscommunicated that this option was not available. On June 17, the Community Manager reached out via email to you and your spouse about the option to transfer and received communication that you will consider it. ************* Manager has also reached out to the neighbor to remind them of the proper protocol to report issues as well as quiet hours. The safety and comfort of all our residents is top priority for the whole University Hill team, however, any multi family living situation may come with a level of noise transfer. Please do not hesitate to contact us if you have any additional questions or concerns.

Thank you,
***************************
Regional Manager
Customer Answer
Date: 06/24/2024
I am rejecting this response because:

I have applied for a PTO and came home last week at my expense. I can confirm the problem still exists during Jun *****, after 11 pm every night. Please refer the violators to the Durham County Misdemeanor Diversion Program as it violates Durham's noise ordinance.
As for the transfer, the problem is moving to a new apartment is not free. Both my spouse and I have full-time jobs. Having time off to move is costly. The apartment also charges a cleaning fee for leaving the apartment, which will result in us paying twice the cleaning fee (once for the transfer, once for us when the contract ends). The transfer is 100% involuntary as the current situation makes living inhabitable.
Just solve the problem since we paid the rent in full every month, instead of making us move involuntarily.

Business Response
Date: 07/01/2024
Thank you for your response. As of 6/28 we have not received any communication from you concerning ongoing noise. We encourage you to contact both the office team and non emergency ***************** if you feel the noise is beyond typical.
Customer Answer
Date: 07/01/2024
I am rejecting this response because:

TL;DR: Please give me contact information that excludes **** at ***************. The front desk and ******************* do not work for the reason I provided in this letter. Since the noise problem is not been successfully resolved by the landlord we'd like to move to the fourth floor without duplicate charges. The only times that work for us (without the need for unpaid time off) to move are July *****, July *****, and August 10-11.

I did not intend to mention this, but since you requested me to contact the office team (which includes ****), now I have to bring this up. I do not wish to speak with **** at *************** because she lied on June 16, and accused me of sending the complaints. Saying that sending this kind of complaint "is not okay" and we received no apologies at all. She lied to us and lied to ***************************** that she was accommodating us before, and made up an excuse to look like it was a misunderstanding. Here are ******'s own words in the email on June 17

> If you would like, we can transfer you to an apartment on the fourth floor to avoid having any upstairs neighbors. This was an option **** discussed with your spouse the first time about a week or so ago, but we didn't believe to have an apartment to move her into, at the time.

This is untrue. **** didn't provide this option at last. I have contacted ********************* at Hawthorne asking for a contact for *************** that **** can't see, but he didn't reply. For some reason, **** can see the email I sent to *******************. I don't know which contact info I should contact that can exclude ****. So please give me contact information that excludes **** at ***************. I also do not want any retaliation from **** so that's why I need a contact that excludes her.
Business Response
Date: 07/02/2024
You can contact the Regional Manager directly at *****************************************.
Initial Complaint
Date:06/09/2024
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.
Moved out of ********** on 3/14 and received my Move Out Statement two weeks later. However I still have not received my security deposit refund after over 70 days. I have tried to contact both Hawthorne and ********** several times and one been responded to a couple. First they told me I could have the check overnighted to the office so I could just pick it up. For whatever reason that never happened. Next they said they had to cut a new check and mail it to me. They claim to have cut the new check on 5/21 and mailed it to me on 5/22, but I still have not received a check. I contacted them over email and they claimed I should have gotten it and I had to verify my address even tho they had already sent me the Move Out statement to the same address. ********** was definitely a decent place to live but they definitely nickel and dime you when you live there and getting your security deposit back seems to be impossible without going to court for it.
Business Response
Date: 06/28/2024
*****,

Per your email confirmation with the Regional Manager you have confirmed receipt of your refund.

Sincerely,
Hawthorne Residential Partners
Customer Answer
Date: 06/28/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
Initial Complaint
Date:06/02/2024
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 am writing to express my significant frustration with the lack of communication and the difficulties tenants face in trying to contact the Hawthorne residential office. As a tenant, I have experienced numerous issues trying to get in touch with your office to address various concerns and make timely rental payments.The primary issue is the complete lack of responsiveness from your office. Calls to the main line often go unanswered. Emails sent to the stated contact addresses routinely go unacknowledged for days or weeks at a time. This makes it incredibly challenging to get timely assistance with questions or problems that arise.Additionally, the payment solutions offered by Hawthorne are severely limited and inconvenient. The only options seem to be mailing a physical check or making an in-person cash payment during limited office hours. There is no ability to make electronic payments online or by phone, which is the standard for most modern property management companies. This creates unnecessary hassle and logistical challenges for tenants trying to fulfill their rental obligations in a timely manner.The lack of communication and limited payment options have resulted in significant inconvenience and distress for me and other Hawthorne tenants. We deserve better customer service and more flexible, efficient ways to interact with and pay our rent to the management company.I urge you to immediately address these issues by:1) Ensuring the main phone line is consistently answered or has a functioning voicemail system 2) Responding to emails and other inquiries in a timely manner 3) Implementing online and electronic payment options for tenants Improving communication and modernizing the payment process would go a long way in improving the overall tenant experience at Hawthorne. I hope you will take these concerns seriously and make the necessary changes. Please let me know if you have any questions or need additional information.
Customer Answer
Date: 06/13/2024
I have not heard from the business in response to my complaint.

Business Response
Date: 06/17/2024
Dear *************************,

Thank you for reaching out to us. We understand that there have been challenges with communication and online rent payments, and we apologize for any inconvenience this has caused you.

To address your concerns effectively, we would like to offer the following solutions:

1. **Communication Preferences**: We acknowledge that communication is key, and we want to ensure we're meeting your needs. Please let us know your preferred method of communication (phone calls, emails, etc.),and we will update our records accordingly to ensure you receive timely updates and responses. We understand the importance of timely responses. We are committed to improving our response times and ensuring that your queries are addressed
If you have an ongoing issue or question, please dont hesitate to follow up with us. We are here to assist you and want to make sure all your concerns are resolved satisfactorily.

2. **Rent Payment Assistance**: If you've been experiencing difficulties with paying rent online, we can assist you with setting up or troubleshooting the online payment process. Additionally, we have alternative payment methods that might be more convenient for you.

Please reply to this email ********************* at your earliest convenience so we can discuss these options further and ensure that we resolve any outstanding issues promptly.

Thank you for your patience and understanding as we work to improve our services. We look forward to hearing from you soon.

Sincerely,
Hawthorne Residential Partners
Customer Answer
Date: 06/25/2024
I am rejecting this response because:
It was a pleasure speaking with you. I have reached out to the business to the email that they provided to see what can be resolved. As of right now the issue has not been resolved.
*************************.

Business Response
Date: 07/09/2024
I have emailed ****** on 7/1 and the site team has tried to email on numerous occasion and ****** has not responded back to us. We are looking to assist her set up her ACH account since she does not have an account set up to pay through our online portal. My request is to close this complaint due to no response from the resident.

Thank you,
Initial Complaint
Date:06/02/2024
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.
On February 6, 2024 I sent an email message with my intent to vacate apartment ******* by march 6, 2024. The same day, I spoke with apartment manager ****** and she informed me that they could only accept 30 day notices on the first day of the month, and I would be responsible for the entire month of march. The lease agreement does not say I have to my written notice can only be accepted if given on the 1st day of the month. My written notice to vacate should have been accepted when I turned submitted on February 6th. I did receive my buyout agreement in February which confirmed the amount to break the lease and my move out date. Based on that notification I paid marchs rent in the full amount and I relinquished responsibility of the apartment March 22. Since then there has been an ongoing dispute between me and the apartment manager ***** who is insisting that my written move out notice isn't valid. They are continuing to charge me with additional months rent through to April 2024, even though I moved out in February and turn in my keys in March. My lease agreement Buy Out Option states "If less than 3 months remain on the lease term but more than 3 months, the buy-out amount will equal 1.5 months' rent. They are charging me 2 months' rent. The manager is charging me for new carpet for the Master bedroom from pet stains. I do not own a pet and there has not ever been any animals in my apartment. I have pictures of the condition of the master bed room carpet to prove they were not soiled or ruined when I moved out. To add insult to injury the manager ****** has sent these trumped up charges to a debt collector who has been harassing me even though I said I would be disputing the charges.
Business Response
Date: 06/11/2024
The executed lease agreement was for a full lease term. Should a resident decide to terminate prior to the end date, they can sign a 60-day notice to vacate,provide possession of the home, and remain rent responsible until a new lease agreement is executed with a new resident, ending financial responsibility for the home for the previous resident.

If you choose to not remain rent responsible until re-rented, Hawthorne provides the option to buy-out your lease agreement with a 30-day notice equivalent to a full calendar month and the collection of a buy-out fee with a total amount due contingent on the number of months remaining on your lease. The buy-out fee is due with the notice to vacate and signed buy-out agreement in full. If this lump sum is not received with the two executed documents, your lease will remain in effect until re-rented.

If you feel that your move-out process was not handled in the manner explained above, do not hesitate to reach out to our home office at ************ for assistance.
Initial Complaint
Date:05/26/2024
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 have been living at the ********************* apartments since february of 2023. Since ive moved in its been issue after issues. I havent had working heating or ac AT ALL since ive lived here. *** also had a major bug issue because they refuse to weather proof the doors. My water has come out white since I moved in. They painted over bugs and other items on the walls. They refused to look for mold when I requested it after the pipe in my bathroom burst and they left it for two days. One of their maintenance men shut off my water after complaining about the condition of the apartment. I currently pay $1400 and the management has done nothing for anything. They also told me my rent was $1000 but suddenly when I moved I was charged $1353 and have been paying that since then.
Business Response
Date: 06/10/2024
Dear ******************

We apologize for any inconveniences that you have experienced. We do show that you moved in 2.13.2023. I have reviewed your lease, which also states that the rent for your apartment home was $1279 (prior to fees). It does appear that you signed the lease on 1.21.2023, which indicates that you had acknowledged the monthly rental rate of $1279 + fees for your apartment home prior to your moving into the home. Your apartment is a renovated townhome that does lease at $1279. The townhomes that have leased for $1000 are unrenovated townhomes of which in 2023 we were renovating all classic apartments, so we would not have had a classic townhome available for rent.

I am sorry you are experiencing issues with your **. There does appear to have been a work order entered for the ** unit on 6.4.2024 that was addressed by our team. If you are still having issues with the ** unit please contact the office as Hawthorne Residential Partners is no longer managing this site. There was a work order in relation to the water issue submitted on 6.22.2023 that was addressed by our team due to the aerator needing to be changed from the hot water heater. I do not see any work orders in our system indicating any issues with the walls in your apartment home at move in. I reviewed the work order history for leaks there was a work order entered on 1.23.2024 that was also addressed and closed by our team on 1.23.2024 the work order was for toilets, sinks, and shower head leaking. The maintenance team did indicate in their work order notes that there were no leaks found coming from the toilets, sinks, and tubs. There is a work order from 2.14.2024 for toilet spraying in bathroom the team closed this work order on 2.15.2024 stating that they replaced the toilet bolts, fill valve, and gasket. Unfortunately, there are no work orders that have been submitted to address the weather proofing in the apartment. If you are still experiencing any issues that need to be addressed, please call the office as soon as possible so the concerns can be addressed.

Sincerely,
Hawthorne Residential Partners
Initial Complaint
Date:05/22/2024
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.
We have moved out of our apartment in early February following their (Hawthorne 808/ metro 808) checkout guidelines, and they charged $100 on our card for gate access stickers (attached to our windshields and was not stated to return upon move out) without reaching out to us to inform they failed to mention this was needed back. We have sent numerous emails and can never get a response (this was an already existing issue- so due to lack of communication and poor management decided to move out when our lease ended). We are wanting a refund of the amount that we did not receive a statement for, however they automatically took out of our account without consent or any communication. We would also like to advise future renters of poor management and lack of response that they will be able to get from the company (internal and external management).
Customer Answer
Date: 06/01/2024
I have not heard from the business in response to my complaint.

Business Response
Date: 06/04/2024
After researching the charge,we are refunding the prior resident the requested amount of $100. Refund will be issued and mailed within 30 days.
Initial Complaint
Date:05/07/2024
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'm ***********************, formerly residing at ************************************************** with roommates *********************, ***********************, and *******************. Our lease at the Avenues of ******************* was due to end on February 29, 2024. Despite repeated attempts from February 27 to 29 to contact both the local and corporate offices regarding move-out procedures, key return, and a meeting, we received no response. Following advice from a maintenance staff member, we left the keys on the kitchen counter and vacated the premises, documenting the apartment's condition via video.On March 1, 2024, we confirmed our departure to management and sent an email as requested. However, later that day, we were contacted again, erroneously claiming we hadn't vacated. After clarification, they acknowledged the error. Nevertheless, on April 8, 2024, I received a collection notice from I.Q. ************************ for a debt allegedly owed to Avenues of *******************, despite being the only one out of us four to receive it.Upon requesting clarification and an itemized bill from Avenues of ******************* on April 10, 2024, they provided a statement including cleaning charges, a water bill, and a one-day rent for March 1, 2024. Despite my further inquiries regarding the cleaning charges and the March 1 rent given our confirmed move-out, I have yet to receive a response over 25 days later. Additionally, I discovered that I.Q. ************************ is not licensed to collect debts in ********Despite my repeated attempts to resolve this matter with both Avenues of ******************* and I.Q. ************************, I have not received any response. I seek a prompt resolution to this frustrating situation and possess evidence in the form of screenshots of calls, emails, and other communications. Both entities seem to mishandle this matter, and I aim for a fair resolution.
Customer Answer
Date: 05/17/2024
I haven't received any response from the Avenue of ******************* or their **************** regarding my complaint. I've attached all prior communications with Avenue, but I haven't heard anything further from them.
They have applied incorrect charges to my account.
This is not the first time the Avenue of ******************* leasing office has made a mistake and been unresponsive. Similarly, this is not the first time their corporate office has failed to respond.
Additionally, the debt collector is only contacting me and not my previous three roommates, who were also part of the lease. I suspect this may be because I am an international.
Business Response
Date: 05/21/2024
Dear ***********************,

Thank you for bringing your concerns to our attention through the Better Business Bureau. We strive to maintain open and transparent communication with all our residents and take your feedback seriously.

As stated in your complaint, you were charged a fee related to insufficient notice when vacating the property. According to our records, and as outlined in the lease agreement you signed on 5/16/2022, tenants are required to provide 60 days notice before vacating the premises. This policy ensures we have adequate time to prepare the unit for new residents and avoid potential vacancies that impact the community.

Our records indicate that we received your notice on 01/13/2024, which was 13 days short of the required notice period. As per the terms of the lease agreement, an insufficient notice fee of $2320.00 is applied in such cases. This fee helps cover the costs associated with the expedited turnover of the unit.

We understand that circumstances leading to early termination can vary, and we strive to be as accommodating as possible within the bounds of our policies. If there were extenuating circumstances that prevented you from providing the required notice, please let us know, and we would be happy to review your case further.

Our goal is always to maintain a fair and supportive living environment for our residents. We regret any inconvenience this situation may have caused and are committed to finding a resolution. Please feel free to reach out to discuss this matter further.

Thank you for your understanding and cooperation.

Sincerely,

Hawthorne Residential Partners
Customer Answer
Date: 05/21/2024
I am rejecting this response because:

I kindly request that Hawthorne Residential Partners, LLC thoroughly review the complaint once more before responding.
Customer Answer
Date: 05/31/2024
I am rejecting this response because:
I'm sorry to say this, but it seems you didn't properly review my complaint. I expected the BBB to be unbiased, but this situation appears different. I previously lived at "*****************************," a property owned by "Hawthorne Residential Partners, LLC."

As requested, I have already attached the Gmail conversation with the leasing office at *****************************. The issue is that Avenue of ******************* sold an incorrect debt of $444.34 to IQ ******************* as mentioned in my previous complaints. Out of the four people living there, Avenue and IQ Data are targeting me, possibly because I'm an international resident, which might be a case of racism.

Hawthorne Residential Partners, LLC, refers to an amount of over $2,000+ which is incorrect and we are not even aware of that, but Avenue sold the debt I am disputing, which is $444.34. According to Florida law, landlords have 30 days to mail any money owed within 30 days of moving out. You can ask for proof of whether Avenue and Hawthorne Residential Partners, LLC attempted to contact me within that timeframe.

The Avenue leasing office has made numerous mistakes with dates and other matters in the past, and I have proof of this. However, my complaint focuses on the incorrect debt of $444.34 they sold. Please see the attached PDF, "****** MOS.pdf," where Avenue mentions the incorrect amount of $444.34. Both the $444.34 debt Avenue is talking about and the over $2,000+ debt Hawthorne Residential Partners, LLC mentions are incorrect. This complaint specifically concerns the $444.34 debt.

I am also attaching the emails with Avenue of ******************* and Hawthorne Residential Partners, LLC, Please go through them once.

Business Response
Date: 06/19/2024
Dear *****

Thank you for reaching out to us regarding the collections notice related to your previous apartment. We understand this is a concerning matter, and we are here to assist you in any way we can.

To help facilitate your dispute effectively, please follow these steps:

-Please gather any documentation you have regarding your lease termination, final account statement, and any communication you received from us regarding outstanding balances after your departure.

-The collections agency handling the matter should have provided you with contact information. Please reach out to them directly to initiate the dispute process. They will be able to provide you with detailed information regarding the debt and the steps required to dispute the claim.

- If you require any specific documentation from us to support your dispute, such as a copy of your final account statement or confirmation of balances owed, please let us know. We will do our best to provide you with the necessary information promptly.

Please feel free to contact me ********************* if you have any questions or need further assistance during this process. We are committed to helping you resolve this matter as smoothly as possible.

Thank you for your cooperation and understanding. We look forward to assisting you with your dispute.

Sincerely,
Hawthorne Residential Partners
Customer Answer
Date: 06/19/2024
I am rejecting this response because:

I previously attempted to contact you at the email address you provided, but I received no response (see attached proof).

In my original complaint submitted through the BBB, I included evidence (please review the attachments) demonstrating that your leasing staff is unresponsive, unprofessional, and that the charges they imposed are incorrect.

I have tried to resolve this issue with your leasing office at ***************************** (**) and IQ ******************* but both have been unresponsive and are violating regulations.

I request that you contact me as soon as possible through the BBB or by emailing me at ********************.
Business Response
Date: 07/16/2024
Response:

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

We hope this message finds you well. We wanted to inform you of an update regarding your account with us. After careful consideration and review, we have decided to remove your account from collections.

Thank you for your understanding and cooperation in this matter. We appreciate your past tenancy and wish you all the best in your future endeavors.

Sincerely,

Hawthorne Residential Partners
Initial Complaint
Date:04/30/2024
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.
We are currently living at the Landing at ************. We moved from a one-bedroom to a two-bedroom. The leasing office never provided a pro-rated amount for the one-bedroom apartment from April 1st to April 19th. We had paid the entire month of April for the one-bedroom but transferred into a two-bedroom apartment on April 20th. We keep asking for an itemized receipt for the amounts they are charging us. We are missing roughly $400 to $500 dollars for that transaction. The leasing office has told us the extra money will go onto the account but it never did and I kept asking them how much of my money will go towards it and they cannot answer the question. I have been waiting weeks, and even reached out to their regional manager and received the same answer... Additionally, we had paid our May rent, but the prices that they are charging us for is still incorrect. I was told by the regional manager that it would be fixed by their accounting team but it never was. For example: I provided paperwork that both of my dogs are now ESAs and cannot be charged pet rent... I am still being charged for this. The landing at the ************ also gives current residents a $250 or $200 dollar credit if a resident refers a friend to move in... we have not received that either. We have lived at this apartment complex for a year and never had to ask the leasing complex to do anything for us. Now that we rely on them to do the transfer they keep throwing us off. We would have moved to a new apartment complex because of how this situation is being handled but we do not have the money for another down payment. Please let me know what documents you need from me to prove my case.
Business Response
Date: 05/07/2024
The Landings at ************ has resolved all of Mr. ***** concerns regarding his rental account ledger. All credits due have been applied to his account and as of 5/3/2024 the account ****** reflects a credit of $250.
Customer Answer
Date: 05/07/2024
I am rejecting this response because:

We would like an itemized receipt of all dollars we put towards our one bedroom and the two bedroom. We have been asking for a month and even called region manager and no one has told us.
they have owed us a credit for moving in and for pet rent for *** but we want to know how much of our money went towards the one bedroom and then the two bedroom. We want the prorate amount for both places and how much of our security deposit was transferred or taken away.
Business Response
Date: 05/13/2024
An email was sent to *********** detailing payments, charges and credits on both apartment homes. All requested credits were applied to his account and the full deposit was transferred to his new apartment home.
Initial Complaint
Date:03/19/2024
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.
I moved to these apartments in February of 2020. I had absolutely no problems until May of 2023. I began to have a pest problem. Roaches were all over the apartment. I spent my own money because I could not get in touch with anyone in the front office. In July I was finally able to get in touch with new management. I showed them pictures where the house was completely infested. They were also inside of my fridge. I could not use my fridge. I showed the. Photos and asked for a new fridge in which they declined. Per my lease, I wrote a handwritten letter in august and the letter was ignored. I never received a call or an update. I have videos of roaches coming out of the outlets and the infestation behind my fridge that was still there after I left. My storage unit was broken into in September only for me to find out that the complex had known since august. They found a suspect as well. They expressed that the door was fixed immediately after the suspect was found but how if I was never given keys. When I arrived the door jam was broken and anyone could just walk into my storage unit. It was destroyed and rummaged through. I have photos. My car was also broken into in September as well. I let them know that I was leaving. The company is now charging me $2500 including 500 in damages when the apartment was left in great condition. I have a complete file of everything. I have were I contacted the ceo of the company and she ignored me as well as corporate. I have left a ****** review. After my review they started finally came to inspect my apartment after I had started packing and expressed that I was the cause of roaches because my apartment was a mess. I feel as if I was done wrong as a tenant. I have more information and more photos that I can provide.
Business Response
Date: 04/09/2024
The resident of this unit informed us of roaches which when the unit was inspected there was food, food waste and dirty dishes as well as general housekeeping issues causing this issue. Being that we were new with the property we had to get with pest control to have them inspect and give us a plan for the unit. Once the pest control inspection was completed, he stated that this was caused by the housekeeping by the resident as well. We began treating the issue and gave instructions for the resident to follow as well.
As for the storage unit we tried reaching out and even put a notice on the door for the owner of the unit to contact us which was never done. We did place deadbolts on all storage units which were keyed to the key the resident already had so no key change was done. We advised our courtesy officer of the apparent break in, and he attempted to get with the resident to complete a police report. The offenders were caught and taken to jail as well. As for car break ins unfortunately, that is beyond our control as we nor anyone can control crime. the resident left her purse and laptop in her car in plain sight overnight.
The resident did provide notice which notified us that she would be moving out before her lease ended. We did send a confirmation that notified her of the early termination charge. She also did not pay for the last month's rent of her notice. This is why she has a large balance which is one month's rent unpaid, one month's rent early termination fee and damages all within the terms of the lease. We spoke to the resident MANY times via email and phone and in person on these issues. We made sure to stay in communication.
Customer Answer
Date: 04/15/2024

Complaint: 21453103

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

Sincerely,

Chrinesha *****

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