Complaints

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

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  Hawthorne Residential Partners, LLC

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

  
• 

  Hawthorne Residential Partners, LLC

  2250 McGregor Blvd Fort Myers, FL 33901-3446

• 

  Hawthorne Residential Partners, LLC

  2200 Oasis Palm Cir Cape Coral, FL 33991-3294

• 

  Hawthorne Residential Partners, LLC

  6080 Lakeview Rd Warner Robins, GA 31088-8593

  
• 

  Hawthorne Residential Partners, LLC

  200 Crestview Church Rd Warner Robins, GA 31088-3151

  

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:03/19/2024

  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 lived at Hawthorne for two years, it was a decent place until the manger ***************************** drove in with her black dodge charger. I was in the hospital when ***************************** terminated the lease agreement she then shut the electricity off to the apt in 120 degrees, packing up an apt in 120 degrees is inhumane. It got worse, ***************************** had my car towed during this time then sold the remainder of the lease ****** terminated to ***************************** a Florida collections agency that has harassed my entire family for half a year.

  Customer Answer

  Date: 03/29/2024

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

  I emailed and called the business Hawthorne at ********************** in august of 2023 to request support as to why I was being billed over seven thousand dollars when the manager terminated the lease, while I was in hospital suffering from spider bites that were in the housing building they managed- 
  
  why do I have scars on my body from spider bites from Hawthorne at ********************** and to this day Im still being billed? 
  
  why was I blamed for the flood damage repeatedly coming from the third floor above my units kitchen? 
  
  why was I given zero thirty day notice? 
  No answer from the business 

  
  why did the manager ***************************** shut the electricity and AC while I was being forced to pack an entire apt up in one hundred and twenty degrees? Why did ***************************** continually bang on my door and try to enter my apt while I packed up my belongings? Because manager ***************************** enjoys harming residents 
  
  thank you,
  ****************************;
  

  

  Business Response

  Date: 04/12/2024

  Please note that *************************************** moved in on or about June 2, 2023, and vacated the unit within a few months. Ms. ***** did not submit any evidence regarding the car, the electricity, and the towing of her car. The landlord denies all allegations. We respectfully ask Better Business Bureau to remove these false reviews and complaints.

  Customer Answer

  Date: 04/12/2024

   I am rejecting this response because:
  The business Hawthorne at ********************** did not correctly spell my name, ************************************. Yes I was a resident for over two years, move in date was on March 31st, 2021. My credit score does not deserve to be damaged by the debt collection agency affiliated with your company. This is not a false report, see the documents submitted. 
  Respectfully,

  *****************************************;

  

  Business Response

  Date: 04/23/2024

  Please note that *************************************** moved in on or about June 2, 2023, and vacated the unit within a few months. Ms. ***** did not submit any evidence regarding the car, the electricity, and the towing of her car. The landlord denies all allegations. We respectfully ask Better Business Bureau to remove these false reviews and complaints.

  Customer Answer

  Date: 04/23/2024

   I am rejecting this response because:I am rejecting this response because: the management did not correctly spell my name ************************************. My move in date at Hawthorne was March 31st 2021, not two months. I paid rent on time for over two and a half years see documents. The management made zero effort after I moved out July 2023 to inform me of damages or any due bill, even after I called several times to find out the status of my security deposit which they said they couldnt discuss since I was no longer a resident on property. Then I discovered they sent the damages bill to ***************************** collections for $7,242 without even sending me a bill or calling me. ******* termination document was not a respectful mutual agreement since the date she released the termination document on was June 23rd 2023, which was when I was in the hospital. I did not get out of hospital until June 28th 2023, ***************************** expected and demanded me to vacate the apt home I lived in for two years within two days. I didnt agree to being rushed out of my home in extreme heat. By the end of june 2023 ***************************** and her best maintenance worker ****** were knocking on my door to tell me to leave my apt home and if I dont comply they will follow through with an eviction. Why did management want a resident out of their apt home so fast after I paid rent on time for over two years? Yes I can provide photos spider bites. Yes after I was treated for an allergic reaction by the fire department in my apt, I allowed Hawthorne maintenance workers to climb up their ladder to the patio to treat the spider nests on the patio then they painted over the nests on the railings and residents walkway on the staircase in the common areas. The leak next to the ** vent in the kitchen area was addressed twice by maintenance staff name ****** and not resolved causing me to live with the windows wide open while it was very hot with a Texas summer. When I went to the office with a written list of issues that maintenance was failing to fix ***************************** called the police on me. One police officer that lives at Hawthorne, serving as a Courtesy Officer in the exchange for discounted rent, name Officer ******** forced me to go to the Hospital so that ***************************** could terminate my lease while I was not present on property. Management did not care that my basic needs as a paying resident in the unit were not being met and she discriminated against me for medical issues. Issues that resulted from the fact that maintenance workers were not solving ** water floods just painting over the damage. ******************* are also residents (they get discounted rent). I have suffered immensely due to ***************************** lady management since 2022. I am asking for the damage to my credit with your collection agency ***************************** to be removed.
  
  
  

• Initial Complaint

  Date:03/15/2024

  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.

  Hello , My name is ********************************* and I am a former resident at ********************* property. My lease ended on 1/24/24 and Ive since relocated. Over the past 2 months, I been calling and waiting to receive a refund of my security deposit ($250.00). The person in the office continue to tell me that they have not received my refund from the main office and have no updates to give me. This morning I called and the young man that answered was extremely rude, and told me he had no information to provide me and wouldnt provide the corporate office information , when I asked. Because there is no update on the status of my security deposit, *** decided to take these matters to the BBB.

  

  Business Response

  Date: 03/15/2024

  Hello,

  Hawthorne stopped managing *****************.  All security deposits are transferred to new ownership at the time of sale, which was 12/21/23 prior to ********************** move-out.  This needs to be handled by the new management company.

  Thank you

• Initial Complaint

  Date:03/13/2024

  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.

  there was a leak from the third-floor apartment that caused some damage to my apartment considering I'm on second floor there was extreme water damage done to the apartment to where the cabinets fell, and they refuse to put the cabinets back up and hire a professional cabinets installer. I pay my rent monthly and they refuse to put the cabinets back up it's been since August of 2023

  

  Business Response

  Date: 04/08/2024

  Dear *****,
  
  We hope this message finds you well. We wanted to reach out to address the concerns raised in your BBB complaint regarding the cabinet issue you've experienced. Firstly, please accept our sincere apologies for any inconvenience this situation may have caused you.
  
  Upon thorough review of your case, we have taken immediate action to rectify the matter. We are pleased to inform you that we have initiated the process to replace the cabinet in question promptly. Our team is committed to ensuring that the replacement process is seamless and efficient for you.
  
  We understand the importance of having a fully functional and aesthetically pleasing cabinet in your residence, and we are dedicated to resolving this matter to your satisfaction.Please rest assured that we are working diligently to ensure that the replacement meets your expectations and is completed in a timely manner.
  
  We genuinely appreciate your patience and understanding throughout this process. Your satisfaction is of the utmost importance to us, and we are committed to addressing your concerns effectively.
  
  Should you have any further questions or require additional assistance, please do not hesitate to contact us directly at ****** Park. We are here to assist you every step of the way.
  
  Thank you for bringing this matter to our attention, and we look forward to resolving it to your complete satisfaction.
  
  Warm regards,
  Hawthorne Residential Partners

  Customer Answer

  Date: 04/17/2024

   I am rejecting this response because:  

  Good Morning I havent received or heard anything from Hawthorne Homes regarding the replacements of the cabinet no one from my complex office has contacted or reached out to me regarding the replacement either. This has been such a stressful situation! I pay my rent every month and this is unacceptable. Thank you **********;

  Sent from my iPhone

  
  
  
  

  

  Business Response

  Date: 04/25/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention via the BBB. We understand the importance of resolving issues promptly and are committed to addressing your complaint regarding the cabinet repair scheduled for Friday April 26, 2024.
  
  We apologize for any inconvenience this situation has caused and want to assure you that your satisfaction is our top priority. Our team is fully aware of the scheduled repair and is prepared to rectify the issue to the best of our ability.
  
  If you have any specific concerns or requests regarding the repair process, please don't hesitate to let us know. We want to ensure that the repair meets your expectations and restores your confidence in our services.
  
  Thank you for your patience and understanding as we work to resolve this matter. We look forward to restoring your satisfaction with our service.
  
  Sincerely,
  
  Hawthorne Residential Partners

  Customer Answer

  Date: 04/30/2024

   I am rejecting this response because:  

  Hello Hawthorn Properties did finally replace the cabinets on 4/26 now I requesting compensation for my rent all those months I didnt have cabinets for 7months 

  Sent from my iPhone

  
  
  
  

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to live a ************ Apartments and was denied back on 10/04/2023 and paid them in the amount of ****** using my CITI credit card. Due to the facts of my denial ************ Apartments were supposed to return $250.00 to me. I went back down there after a few months and the staff in the office stated it was a computer error and that I would be receiving a check in the mail to my new address in *********. I contacted ************ Apartments and was told that nothing has been changed and my refund has still not started to be processed and this is over 4 months later. They keep telling me to call back

  

  Business Response

  Date: 02/29/2024

  Dear ***********,
  
  Our sincerest apologies that there was a delay in the return of your administrative fee. A check has been issued and will be sent to the address we have listed on file. If you should have any other questions or concerns, please contact the leasing office directly.

  Thank you

  Customer Answer

  Date: 02/29/2024

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

• Initial Complaint

  Date:02/06/2024

  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 signed a lease with ********** Park in August of 2023 to start on September 6, 2023. When I arrived to move in, I gave my rent and deposit but the unit was covered in ashes and filled with a strong smoke smell. I was told in order to fix the issue I could not enter the unit while they tried to clean and air out the unit. I was told to return the next day. I returned to the unit with a member of the staff and it was still smoke filled. After back and forth for two weeks of essentially being homeless, the situation was not fixed and I asked to be released from the lease that had not been honored at that point as I had not been able to move into the apartment I had given them over 2,000 for. I asked for my deposit, rent, and fees associated with the unit. Initially, they wanted me to pay two months rent for a unit I never took possession of. Then I was told they would return only the pet fee and cable for $370. A chain of emails ensued and then silence. In December 2023, they mailed a check $370. I reached out to the corporate office and have heard nothing back. With the application, admin fees, rent, deposit, I spent over $2000 to never live at ********** Park.

  

  Business Response

  Date: 02/08/2024

  The
  resident wasn’t satisfied with the unit after move-in and it was brought to the
  Regional Manager’s attention.  After attempting to have the smell removed
  with a professional vendor, the Regional Manager offered the resident to
  transfer to another apartment without any fees; two other units were shown but
  resident declined.  The Regional Manager then allowed her to be let out of
  her lease without early termination fees, however she was responsible for the
  pro-rated rent during the time of her residency and security deposit.  The
  pet fee and prorated pet rent were refunded to the resident.  

• Initial Complaint

  Date:01/30/2024

  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 roommate and I terminated our lease with Hawthorne at *** ****** early. We were required to pay a total of 2 months rent as the early termination fee ($2,646). I got a cashiers check from my bank and the check was turned in with the keys on 12/29/23. A few weeks later, they sent us a statement asking for $2,515.33. I called the office several times that week and could not get anyone to answer the phone. Finally after sending an email requesting a phone call on 1/16/24 I spoke to April in the office who informed me that she would look at deposits from the day we turned our check in and call me back. I never heard back from them. So I called again a few days later and I was informed that our check had been "applied to the wrong account," but that it was now fixed and we should be getting a refund. Now, we are receiving bills from debt collectors asking for the $2,515.33 we "owe" Hawthorne. I called Hawthorne and was told that we did not owe anything and they would call collections and get it straightened out for us. However, I received another call from collections today. This is absolutely ridiculous and very unfortunate that I have had to spend HOURS trying to get ahold of them when this problem should have been worked out weeks ago. The other sad part about this is that it seems to be the norm for this office considering I was sent someone else's application form (that contained private and personal data!!!!) previously instead of my notice to vacate form. It is very evident that the people in this office do not pay attention to anything they do and obviously do not care to fix mistakes that are made.

  

  Business Response

  Date: 02/06/2024

  To Whom It
  May Concern,

  
  We would
  like to express our gratitude for notifying us of Ms. *********** concerns and
  for providing us with the opportunity to address the matter. We take customer
  feedback seriously and are committed to resolving any issues promptly.
  Ms.
  ********* was a valued resident of Hawthorne at New Centre, and we acknowledge
  her decision to exercise her right to vacate the property early. She submitted
  a written notice to vacate with the intended departure date of December 29,
  2023, and paid an early termination fee totaling $2,646. Regrettably, there was
  an error in the application of her payment upon move-out.
  Upon
  becoming aware of this issue, our dedicated team promptly conducted a thorough
  investigation. It was determined that Ms. *********** payment had been posted
  incorrectly. We immediately corrected this error and took the necessary steps
  to rectify the situation. Additionally, we contacted the collection agency to
  inform them of the error and requested the cessation of all future
  communication regarding collection attempts related to Ms. *********** account.
  To ensure
  transparency, we have provided Ms. ********* with an updated ledger for her
  records and extended a sincere apology for any inconvenience this may have
  caused. We assure Ms. ********* that she should not expect any future calls
  regarding collection attempts referring to her account.
  We sincerely
  regret this oversight and any inconvenience it may have caused Ms. *********.
  We value her as a customer and appreciate her understanding and patience as we
  worked to address and resolve this matter.
  Thank you
  for your attention to this issue, and please do not hesitate to contact us if
  you require any further information or clarification.
  
  Sincerely,
  Hawthorne at
  New Centre Team

• Initial Complaint

  Date:01/30/2024

  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 get chronic migraines from sudden sounds and the staff told me Id be safe here but I am in constant pain, when the staff works on the apartment above me they purposely slams, scream, and toss stuff off the balcony and it hits my window right next to my bed. I keep calling the staff and Ive already asked them to stop cause Im PHYSICALLY HURTING and they just laugh and continue. The complete lack of empathy from staff, the lies Ive been MISERABLE since Ive started living here and I cant afford to leave or I would immediately, if you are disabled do not live here its not safe.

  

  Business Response

  Date: 02/12/2024

  Dear ****************,
  We would love to opportunity to discuss the issue with you further and work on a resolution.
  While we want to ensure that you are happy in your apartment home, there are times when work is going to need to be completed in surrounding apartment homes and we are unable to guarantee complete silence.
  We can certainly further discuss the levels of noise coming from your neighbors apartments. We are more than happy to address noise violations that are above a reasonable level for apartment home living.
  Thank you

• Initial Complaint

  Date:01/22/2024

  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.

  Today I checked the mail and see a letter from a collection agency, saying I owe $967.30 to *** ******* ** ******* ****. I never received anything from them in the last month saying I owed money yet somehow it gets sent to collections. I'm disputing these charges as I was never properly notified of this bill.
  
  When I signed my intent to move out, I asked for written documentation on exactly how much I would be billed because I didn't trust them making up numbers and they said their systems were down so they couldn't write a number on my paperwork. I asked for this in writing and the manager said no & was so mean and unprofessional.
  
  When I moved out, I checked my rental portal and it showed $0 & have had no communication from *** ******* ** ******* **** since I moved out. I did try to ask for documentation on 11.13 before moving out about all the issues below & was never replied to.
  
  I had a bat IN my apt, had 2 nails go through my shoes during roof repairs, the entrance completely blocked off from roof materials making it unsafe to go anywhere, my neighbor who was evicted left trash directly across my door & it was left for over a month without being cleaned, ants FILLED my apt from the trash being left out, pest control never came, and countless other issues. I had even referred people to the complex (never received the referral bonus I was promised either).
  
  I always had to go into the office because no one ever picked up the phone and I assumed these incidents would be documented from being IN the office.

  

  Business Response

  Date: 02/01/2024

  Dear ****** *******,
  
  As outlined in
  our lease agreement, residents are required to give a 60-day notice prior to
  vacating the premises. It appears that in this instance, proper notice was not
  provided and only 30 days’ notice to vacate was given.
  
  Regarding the
  associated fee, we want to ensure transparency in our communication. The fee is
  a standard charge outlined in our lease agreement to cover the costs associated
  with insufficient notice. The Notice to vacate acknowledgment was given
  to Ms. ******* in which stated the amount for insufficient notice.
  
  However, we are
  open to discussing the specifics of your situation and exploring potential
  solutions.
  
  Please contact
  our Property Manager to discuss this matter further. We are committed to
  finding a resolution that is fair and reasonable for all parties involved.
  
  Sincerely,
  Hawthrone
  Residential Partners 

  Customer Answer

  Date: 02/02/2024

   I am rejecting this response because:
  
  
  I understand the fee was outlined in the lease. The
  pdf you uploaded the office filled out after I left and was never given to me.
  What I am attaching are the only things I left with. The manager said their
  system was down and could not tell me how much I owed and said she would just
  fill it in later. The property has a tendency to not document anything
  correctly, so I wanted it in writing that she would not fill out my form with
  me there even though she wanted me to sign and she would not. (Assuming because
  it is wrong.) What I attached should be in the records because that is all that was communicated with me. 

  
  I also never received that bill which is the main
  issue. It was sent to collections even though it was never given to me. That is
  wrong. There was no contact attempted from ******* ** ******* ****. I received
  no mail, emails or phone calls. (Just like how I was never given the lease renewal until AFTER the 60 days had passed. Received it in an email with a backdated document attached.)

  
  Also, looking at the attached fees...being billed for
  a dirty bathtub is now an extra an issue. Saying this because I had a leak in my
  shower that maintenance waited to come look at because it was not
  "urgent" and it corroded the tub. I asked for that to be documented
  as I didn't want to be fined for it at move out since it was not my fault they
  didn't come when I reported the leak and the damages. I watched the gentleman
  take the photo, so that should 100% be documented in the systems. 
  
  

  
  

• Initial Complaint

  Date:12/11/2023

  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.

  The apartment complex has a history of lying, being disrespectful, and treating tenants unfairly, all while charging unfair prices for units. The apartment never gave me a notice about my lease ending prior to the 60 days. They only informed me less than 30 days prior at which point I advised that I would not be renewing, and they acted like they didn’t know when I was supposed to leave. They had lost the lease and stated the last lease they had on file for me was in 2021, and they would need to investigate. Then they finally contacted me back saying they found it, and then told me I had less than a month to leave (lease end date 11/1/2023), which I did gracefully and made sure the apartment was fully vacated and cleaned thoroughly. They then proceeded to not properly inform me that they intended on charging me an insufficient notice fee (not giving 60 days notice to leave) out of my security deposit, because they knew they would have to give it all back to me because the apartment was left in pristine condition. At least left in the condition it was first given 7 years ago. This fee takes 90% of the security deposit, which I need in order to assist in helping me move to a new place. They also did not properly inform me to take the cable equipment, which they manage the cable account and it is mandatory in the rental agreement, To the cable company instead of leaving it in the apartment. Now I am being charged also by the cable company because they said they threw the cable equipment in the trash. There are a lot more details to this issue, but for the sake the of limited characters in this field it has been summed up. I also have voicemails, emails, and video that will not fit in the attachments field. I was in this apartment 7 years and the last year and a half was hell under this new management that swindles tenants and treats people with disrespect during in person and verbal interactions, which is why after so long I decided to leave.

  

  Business Response

  Date: 01/16/2024

  Hello,
  
  Thank you for
  reaching out about your concerns regarding Avenues at Winter Springs. Upon
  further investigation, we were able to make the following conclusions. Your
  account was charged an insufficient notice fee, which is outlined in the lease
  documentation. This fee is charged when a Notice to Vacate is not submitted on
  time. The notice to vacate must be submitted no later than 60 days before the
  lease end date.
  
  The notice to
  vacate on file is dated 10/3/2023 and the leased end date is 11/1/2023, leaving
  a 2-day notice, well within the 60 day notice to vacate requirement.
  
  The final move
  out statement did not have any additional “damage” charges. The final charges
  included the insufficient notice fee and final utilities. These amounts created
  a new balance after the security deposit was applied of $213.29 which is still
  currently owed.
  
  In regard to
  the renewal offer, this offer was sent to you for reviews on 8/31/2023 in
  addition to multiple phone calls made to see where you were at in your renewal
  decision. This letter was also uploaded to your account. “
  
  If you have any
  further questions please let me know. 

  Customer Answer

  Date: 01/22/2024

   I am rejecting this response because: The property did not notify me of my lease coming up for renewal until 10/3/2023 (No calls, letters, emails etc prior). The first letter was left on my door in October, which I thought was in time for a lease end date of 12/31/2023 for a 15 month lease that was signed in september. When I called to let them know that I would not be renewing, the young lady that I spoke with stated that they had lost my lease, they could not find it, and that the last lease they had on file for me was 2021. This had me extremely concerned, and I demanded that they research and find it and get back with me. At which point Samantha emailed and left a voicemail on 10/18/2023 (which I still have) to finally tell me that they found the lease and that I had to be out by 11/1/2023. Me being somewhat upset because I had less than a month to pack up an entire apartment, I did so with Grace, gave them no trouble, and made sure that the apartment was in even better condition than was given to me in after 7 years of residency! Not ONCE did they say they would be charging me a fee for late notice to leave, because they knew it was their fault and they didn’t want me to have a heads up of their scheme. I have a video showing what the apartment looked like the day that I left and it was in pristine condition. They also refused to mention to me that I needed to take the cable equipment to the cable company and not leave it in the apartment, when it is an account that THEY manage that is included in the rent utilities! I left the equipment there neatly packed up with the expectation that they would need it for the next resident (as it is mandatory), and then I receive notice from the cable company that I owe them for the equipment. When I called The Avenues to find out why, they told me that they threw the cable equipment in the trash! I asked why they wouldn’t tell me upon not renewing the lease to take it to the cable company, and the response was that “I didn’t ask.” Then I inquired about my security deposit after that smug remark and that was when I was told they had charged me a late notice to vacate fee, and that I would only be getting $200 back, which they NEVER sent. Now I’m reading this response from them and they are saying that I owe them another $200. These are lies, deception, dirty business practices, and the people that run that office should be charged criminally. I can honestly say that I know for a fact the reason they did all of this to me is retaliation from an incident in September of 2022 where they wronged me and I should have filed the BBB complaint then, but I thought I was being civil and cooperative by attempting to handle it with the corporate office, which gave me a half resolution, but the office staff still had a vendetta against me because they lied, cheated and got caught. I believe that they stole my security deposit purposely due to ill feelings towards and me deciding not to stay an 8th year on their property. I could go into detail with the incident in 2022, and I have receipts, audio, emails, etc, which is how their corporate office was able to be accommodating to the injustice and wrong that goes on in that leasing office… but for now my only concern is my security deposit that was stolen due to their lack of communication and professionalism, as usual, which caused the 2022 incident. So no, I do not accept their response because they are lying to do anything not to be fair to me.
  

  

  Business Response

  Date: 02/01/2024

  In response to the BBB dispute, a thorough examination of email
  correspondence reveals that Avenues at Winter Springs made two attempts to
  contact Ms. ***** regarding her pending renewal offer, with no response from
  her. Attached to this response are the relevant email communications.
  
  Subsequently, Ms. ***** submitted her notice to vacate to the
  leasing office on 10/30/2023, with a lease expiration date of 11/1/2023. This
  notice falls well within the 60-day notice to vacate requirement outlined in
  the lease contract. Consequently, insufficient notice charges were applied to
  her ledger, in accordance with the terms of the lease. This balance has been
  reflected in her Final Move Out Statement as an amount owed to Avenues at
  Winter Springs. It's important to note that Ms. ******* security deposit of
  $990.00 was applied to cover the insufficient notice and final account billing.
  
  We sincerely apologize for any miscommunication that may have
  occurred. However, it is clarified that residents, upon move-in, are
  responsible for coordinating with the cable provider to obtain necessary
  equipment and are solely accountable for returning the equipment upon move-out.
  
  Thank you

• Initial Complaint

  Date:12/05/2023

  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.

  Business is an apartment rental complex. I have lived there in the past, prior to current management. Before applying with them, I had made sure my situation as a legal immigrant (and spouse of US citizen) worked for them. However, after a week of little to no communication, they denied our application without stating a valid reason and kept any money we had already paid (on top of application fees). Business then avoids communication with myself and my husband. After looking at reviews online, it seems many other people have suffered similarly abysmal service searching for a place to live. Business claims they did not make any decisions and rely on a third party to do so; but when contacted, the third party denies having made any conclusions and reiterated that their service does not make decisions on rental processes. Business refuses to acknowledge responsibility, and refused to let us move in due to my immigrant situation (despite being legally in the country for over a decade). Finally, business claims that my "application has exceeded 72 hours" and asked for a document they knew I couldn't provide, stating then that even though they claim to lease to non-US citizens, the decision isn't up to them.

  

  Business Response

  Date: 12/11/2023

  Ms. ***** applied for an apartment on November 27. The
  onsite team reached out multiple times asking Ms. ***** to provide the
  necessary documentation required to complete her application. Ms. ***** failed
  to provide the proper identification documentation that was requested;
  therefore, her application was denied as we could no longer hold the apartment
  she was interested in after 72 hours.