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

  200 Crestview Church Rd Warner Robins, GA 31088-3151

  
• 

  Hawthorne Residential Partners

  6255 Fernwood Dr Concord, NC 28027-5351

  
• 

  The Palisades

  3201 Hargrove Rd E Tuscaloosa, AL 35405-3438

  
• 

  Meridian At The Port

  300 N Water St Mobile, AL 36602-4003

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/01/2023

  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 a very big issue with the ******* of ***** ******. It’s sad this has to come this far for this to be resolved. My issue has been going on for a month! I have have not had any working heat or air in my unit for 1 month they have temporarily fixed the unit and it goes back out within a day. Maintenance says they will be back next day or following day they never come back or follow up. I’ve had to put in three maintenance request for this issue and went to office twice they have given me the run around. I’ve even had Ebony tell me my issue was not an emergency considering it’s freezing outside and I have an eight year old with no working heat. But they would like their $1500 Rent on time which I’ve never been late. I have been more than understanding and patient and issue is still not resolved I’ve had to call multiple times to resolve my own issue and still nothing has been done. I got told parts were being ordered to now it’s whole unit has to be replaced. Which I had to call and ask after weeks go by of no resolvement. Me and and my son are stuck freezing cold in a place were suppose to be comfortable. No temporary Heaters provided or anything. No payment for rent will be received from me. If you ask if should be free of the lack of sympathy, inconvenience. I will be contacting corporate next.

  

  Business Response

  Date: 12/18/2023

  Thanks for reaching out. We were able to investigate your
  situation and while we’re very sorry that your HVAC unit malfunctioned, we did
  provide space heaters, so you and your family were not without heat while we
  waited for your replacement furnace and AC to arrive to arrive. We were able to
  complete a full replacement of your entire HVAC system as soon as it arrived.
  Again, we apologize for the inconvenience this may have caused, however, we did
  complete this repair as soon as the new system arrived and provided your family
  with a temporary heating solution. 

  Customer Answer

  Date: 12/18/2023

   I am rejecting this response because: This statement was a complete lie to cover you all tracks. You provided heaters AFTER! I refused to pay rent until this was completed. Not to mention you didn’t ask for these heaters back you asked your techs to get them from my home in my private space going in my rooms where this HVAC system was not located! You all took a MONTH and a half to complete this issue after ya’ll failed to update me and avoid me and tell me my issue wasn’t major. So me and my family went without heat for a month and half. You decided to FIX AFTER I had to get out character going to office FOUR TIMES. Putting in MUTIPLE maintenance request. There is proof. Please don’t spread lies and own up to this mess up! Thanks 
  
  
  
  
  
  

• Initial Complaint

  Date:11/28/2023

  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 had major issues with the A/C unit and thermostat at my ********* luxury apartment from day one. The entire A/C unit was replaced prior to Hawthorne taking over. I have been out of town for several months and clearly communicated that to management and maintenance. I saw my power bill was four times the price compared to the month last year prior when I was residing there. I contacted Madison, community manager, along with submitting several maintenance request that there was something wrong. I thought it might be the thermostat, however, it is the responsibility of Hawthorne to diagnose and fix. I arrived home on Oct 25 and my apartment was humid and smelled of must and mildew. Ricardo from maintenance came and within 5 minutes realized the fan was running, and the A/C compressor was not kicking on. I have no idea how long the A/C was not working while the fan just ran nonstop with a filthy air filter As a tenant paying @$1600 for a 1 bedroom luxury apartment, I have a reasonable expectation that my A/C unit will be working properly. The next business day, a certified A/C tech added Freon and got shocked by exposed wiring. At this point, after seeing mold growing on my keepsakes, jackets, shoes, books, kitchen items etc., I spoke to Madison about how unhappy I am given the situation. At this point, I found my apartment to be unsafe and uninhabitable due to the poor air condition, and wondering how much more mold there is on surfaces and in the air that I can’t see. I was so upset that I gave a written notice, and packed up my stuff as it would be safer in a climate controlled storage unit. Madison‘s boss, Amanda, has not been helpful at all. She has shown no empathy and has promised to call me the last two Mondays for follow up, and I never receive a call back. It’s been 3 weeks. I want out of my lease and they are insisting that I pay the $3040 fee for early termination. Hawthorne is taking no responsibility & no one will respond with a reasonable solution.

  

  Business Response

  Date: 12/04/2023

  Thank you for taking the time to express your grievances
  with Meridian at ********* Park. I apologize for your ongoing air conditioning
  issues. It does appear that we had 3 requests about your air conditioner since
  you originally moved in back in July of 2022 and any issue or request made to
  the office was resolved in a timely manner. However, the team would not know if
  the air conditioner is not working if you are not home for extended periods of
  time to report any deficiencies. As you know, this summer brought extreme heat
  during the months of June, July, and August. According to our records, when
  requested the team entered your apartment and ensured the thermostat was set at
  the temperature you wanted. Upon completing those requests, the thermostat was never
  above the temperature you set, and the system appeared to be operating as
  expected. When you returned home, you mentioned that the temperature was still
  at the temperature that you had previously set it at. After following up with
  the vendor who came out and looked at your air conditioner, he clarified that
  the incident was his fault and it was not caused by exposed wires. We explained
  to you that the lease does require a notice to vacate and either a rent
  responsible option or a buyout fee. You opted for the buyout fee, which was
  equal to 2 months of rent. Unfortunately, this fee is not negotiable and the
  30-day notice to vacate was required per your lease agreement. If you have any
  further concerns or if there are specific aspects of the situation you would
  like to discuss, please feel free to provide more details, and I'll do my best
  to assist you.

  

  Business Response

  Date: 12/06/2023

  Hello,
  
  Unfortunately, per the lease agreement we require a notice
  to vacate to terminate a lease agreement. Upon an early lease termination, we
  offer two options to break your lease and you opted for the buy-out option,
  which is equal to 2 months due to the duration left on your current lease.
  Again, this buy-out fee is not negotiable, and you are responsible to terminate
  your lease per the guidelines provided to you when you chose to give your
  notice prior to your lease expiration date. Please consider this to be our
  final decision in the matter.
  
  Thank you

  Customer Answer

  Date: 12/06/2023

   I am rejecting this response because:
  
  
  
  I naïvely thought that Hawthorne would share the responsibility of the multiple maintenance complaints and damages done to my belongings. The company is not being reasonable, or willing to compromise on one month’s rent. It's the right thing to do on principle alone. We could have come up with a solution that was best for both parties. I guess this is what happens when a company doesn’t care about their customers. 

• Initial Complaint

  Date:11/20/2023

  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.

  Began lease at ******* **** Apartments managed by Hawthorne on 11/1/2023 after being told my second month of rent would be free for my specific unit. Leasing agent confirmed multiple times that December would be free. Then received a bill for December rent. Community is now backtracking on the promotion that caused me to move into the apartment complex.

  

  Business Response

  Date: 11/20/2023

  To Whom it May Concern,

  
  Ms. ******* applied for an apartment on 10/23/23 at Wynslow
  Park.  At the time the community was running two (2) separate move in
  specials.  1 month free on select renovated units OR a reduced rent price
  on select classic (unrenovated) units.  Ms. ******* chose a classic style
  apartment with a monthly rent concession of $151.  She signed a lease with
  the reduced rent amount and only a month later questioned why she did not get
  the month free special.  It was explained to Ms. ******* that because she
  chose a classic apartment, she did not get the 1 month free, but instead a
  reduced rent apartment.  She claimed a leasing agent told her she would
  get both specials, but the agent denies it, and there is nothing in writing to
  Ms. ******* that states she was eligible for the 1 month free special on her
  classic unit.

  
  Thank you

  Customer Answer

  Date: 11/20/2023

   I am rejecting this response because:
  
  
  
  
  I asked for proof of the free month of rent and all the leasing agent provided to me was a copy of the promotion which does not state the promotions were either/or. There would be no reason for me to request Alexis to print out the promotion information other than wanting a paper trail of the free rent I was promised (even though oral contracts are enforceable in the state of ***** ********). The picture also shows the rate of rent as $1159 - regardless of any “rent concession” or “promotion”. The application didn’t even have the correct rent or move in date listed and I was just told it was a system issue and that everything would be corrected in the end.

• Initial Complaint

  Date:11/20/2023

  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.

  The first complaint I would like to make is I got a lease violation note on my front door for a small camping chair by the door. It was in violation because per the lease no items are allowed on the "breezeway". I emailed to fully understand this because other tenants had similar items by their front door and walkway. The response was that they "take pride in our community and as such take the proper steps to maintain it", when I told them there were other tenants with chairs, tables and ottomans outside. I waited a few days to see if I saw the same notice on their doors or if the furniture had been removed and nothing had happened, and that was back in September 2023. I am very upset that I got "singled" out because that is certainly how it feels. They drive around the property on go carts and I have seen them pass the apartments with furniture outside and nothing is done. Either let me have my chair outside or take that out of lease or properly enforce it with everyone in the complex.
  Second complaint I would like to address the issue the property management allowing tenants to let their pets urinate in the grass and mulch in front of my front door and window. When emailed about this they said it "appears to be within 10 feet of the building, so not in lease violation." I don't see how its ten feet from the building when technically the grass area is still part of the building and right in front of a tenants (mine) front door. I emailed them and inquired if something could be done about the smell since they "appear" not to be violation. Nothing has been done about the smell. I would like to add that they are extremely loud everyday, however I have not brought it up the property management because I truly feel like nothing would get down. Weather they are being loud outside the "quite hours" or not.

  

  Business Response

  Date: 11/20/2023

  Dear ******,
  
  We understand your frustration and want to assure you that
  we as a company and community take pride in your comfort and experience here
  with Hawthorne Residential Partners. One of the great things about living at
  Hawthorne at ********* is that you get to enjoy such a large community and the
  Live IT culture experience. Though this community boasts 558 apartments, the
  team is constant and consistent with addressing lease violations as they occur.
  This includes monthly newsletters, and notices that are sent out with those
  policies regularly. The site team has readdressed and renotified the community
  again today as a whole those policies for animal ownership and regulations on
  outside furnishing guidelines. Inventory was also conducted of additional
  outside furnishing violations as well today. We are always open to new
  suggestions and continued education within the community as we have new
  neighbors entering the community daily. We appreciate your feedback and hope we
  can rectify your concerns. Please reach out to the site manager with any
  further concerns so that we can rectify things and reestablish that
  relationship. We look forward to hearing from you soon.
  Sincerely,
  
  Hawthorne at ********* Team
  *********[email protected]

  Customer Answer

  Date: 11/20/2023

   I am rejecting this response because:
  It is same response I have been getting with the team here at *********. Like I have mentioned I never once saw a notice on the tenants doors and visibly saw the team drive/walk right past these units. So with that I certainly feel singled out considering my unit is in the back facing away from the main roads. Too reach my unit they literally past 3-5 people with furniture outside the apartment and nothing was done. So your telling me its almost three months to type a place a letter on someone’s door? As for the pet ownership how about change the distance location because ten feet is the front walkway of my front door with a tiny piece of grass that has now turned yellow and smells of piss. How about 20 feet away.  

  
  

  

  Business Response

  Date: 11/21/2023

  Hi ******,
  
  The team delivers notices via multiple avenues – email,
  notice to the door, phone call, and in-person. You will not always see a
  physical notice on the door. They will complete an audit for any additional
  fire code violations. Maintenance has treated the area in front of the building
  and will continue to check periodically. They have ordered a sign to be placed
  in the area and will mark it 10 feet from the structure. All current signed
  leases state animals may urinate 10 feet from the building, so we are unable to
  edit that portion of the lease. 

  Customer Answer

  Date: 11/26/2023

   I am rejecting this response because:
  
  

  I am aware that there are different forms of communication which again doesn't explain how so many tenants are still allowed to have those items by their front door after 4 months of me initially making my original statement. Nor have you addressed the fact that how I felt and still feel discriminated against because they have all those items outside which are. I would think that since these are fire code violations these would be handled in a more rapid response.  I am not sure how confident I am that maintenance treated the area since I was home all day; however, I did see the person place the cone in the mulch. Yes, I understand that the lease can not be changed for tenants currently living here it is more of a suggestion.  As one of your prior employees stated the place the dogs are using the restroom is within ten feet of the building, my issue is that the ten feet area is right in front of the door by the sidewalk and front windows, and with the neighbors allowing the dogs to always urinate there its causing the smell, so maybe areas by apartments windows and walkway should be off limits or frequently treated to help with odors.
  

• Initial Complaint

  Date:11/17/2023

  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.

  For 2 years, rented an apartment at ********* *** *****. Gave a 60 notice of moving out at the end of my lease. Went to their office, filled out paperwork, gave them my forwarding address and asked if I owed anything. Response was that they would send me a final statement. That was on July, 5,2023. On November 15th I get a call from a collection agency, ****** ********, saying I owe $469 for cleaning and utilities. I never received anything from the ***** ** ******** in the 5 months. I'm disputing the cleaning fees, as the apartment was left clean.

  

  Business Response

  Date: 11/27/2023

  Dear Ms. ********,
  We are sorry to hear that you did not receive your final
  account statement. Upon further review, we did find that your forwarding
  address was not updated in the system. Your account is under review with Hunter
  ********. We are currently working with them to resolve the issue and to grant
  the required settlement requested as quickly as possible.
  Thank you

  Customer Answer

  Date: 11/27/2023

   I am rejecting this response because:
  I have been in contact with assistant manager at the ***** ** ********. No excuse for not updating my address, it was provided with paperwork signed by me and ****** *** *****,  when we handed in the key fobs and mailbox key. The ***** ** ******** has always had my email and phone number, which has never changed. I know the assistant manager has contacted the collection agency and have noticed that the collection has been removed from my credit reports, which I appreciate. However I have yet to receive anything from The Oasis as to what I owe. 

• Initial Complaint

  Date:11/09/2023

  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.

  There was a leak at the apartment complex building that left me with a 427 water bill. The building was leaking not my unit. ****** **** ***** did an adjustment for 200 leaving me paying over 200 for a water bill for one month of September
  I shouldn’t be responsible for maintenance or liable for cost of repair by being billed for a leak when my unit wasn’t leaking. He apartment advised that they would not reimburse me even though they had to contact *** ********for the leak in the building. This is unacceptable. I should be reimbursed for any amount above my normal water bill due to the building leaking.

  

  Business Response

  Date: 11/20/2023

  The Town ** ****** **** gave this resident a credit.
  According to the documents she shared the remaining due was an ongoing past due
  amount and her current bill. There was nothing more to credit her since the
  charges were removed by the water company. The leak was handled with in 48
  hours with a plumber. 

• Initial Complaint

  Date:11/09/2023

  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.

  Hello,
  
  I moved to Hawthorne at ******** and had problems right away. I contacted the office as well as corporate and I was treated poorly. Yet, I was sent a final move out statement. My problems were: I didn't receive mailbox keys in time, my apartment was cleaned due to it being switched, I was my own Maintenance man, amongst other things. I am trying to understand, if I were essentially the "victim" of the situation - why I am being treated so badly, why is no one apologizing and why would I be paying? No one ever acknowledged my concerns, took accountability, or apologized. Yet the manager Ashley is rude to me as if I was wrong. The regional manager didn't bother responding, etc. I had been trying to move since August - just to be told I could leave in September - Please review all my documentation.

  

  Business Response

  Date: 11/14/2023

  Ms. *****,
  
  Due to your dissatisfaction with your experience at
  Hawthorne at ********, your request to be released from your lease agreement
  with
  no termination fee or notice requirement was granted. 
  It was agreed that you would only be charged for rent for the days you held
  possession of the home.  We have fulfilled this request.  You
  returned possession of the home on 10/5 and were only charged rent through
  9/30.
  
  Thank you

  Customer Answer

  Date: 11/14/2023

   I am rejecting this response because:

  No one actually seems to realize that I was essentially the victim and lost money, time etc. did anyone actually read my emails - I tried to move in August. Ashley ignored me - I provided more than enough proof.  Please rest my actual complaints - there is no way that anyone who provides service should I would be paying them - after what they did.  Please justify each action and payment please. 

   

  
  

  Customer Answer

  Date: 11/14/2023

  I didn’t pay them anything because I don’t feel they are owed. Not only did I try to leave before September. I didn’t receive mailbox keys, was lied to about them, didn’t have a working toilet the first week i lived there, I couldn’t open all the windows, etc - they have complaints of every single concern. And I provided proof of my complaints - simply letting me out of lease doesn’t fix the problem - I was inconvenienced, lost bank cards because of their last minute switches etc.  all the complaints are there. Ashley lied and I have proof contacting her asking to be free in August. She ignored me and the regional manager never even bothered following up - I am consumer who wasn’t provided a good service a

• Initial Complaint

  Date:11/07/2023

  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.

  They kept my deposit of 600.00 with no explanation. I am on housing I pay a portion and the hoisting pay the rest. I’ve asked why they kept my deposit and they said I had a balance before January 23 but cannot tell me what month or year. I was never late but they charged a late fee on section 8 every month even though they knew I was on the program. I never received a break down on why they kept my deposit. I had to visit the office several time in order to get this print out. I see a deposit added in January 2023 that I do not understand. I moved into the apartment complex in 2017 and moved out may 23.I was not evicted. I moved. If I had this much of a balance that they said occurred before January 23 they would have evicted me. I’ve called harthorne several times with no return phone call. I recorded every encounter at ******* ***** with the desk clerk (4 visited) and they do not have a clue why I have a balance. This is my last step before I take them to court.

  

  Business Response

  Date: 11/10/2023

  To whom it may concern,

  I have attached the ledgers for the past resident at ******* *****.  First, the security deposit we have on hand was $300 and not $600.  

  This can be
  seen on her OneSite ledger at the top, and it’s also on her lease file. I think
  she is thinking she is owed $600.00 because when the deposit accounting was
  done, it doubled her credit. We had some errors at takeover that most of the security
  deposits did not transfer over correctly at takeover and doubled the deposit
  when you deposit accounting was processed. 
  
  Next, it looks like she was responsible for paying $367.00
  each month while housing paid the other $677.00. From what I see, she did
  follow through with her payment of $367.00 each month.
  The housing payments got a bit messed up. Here’s what I see
  for their payment history:
  October 2022: Missed
  payment
  November 2022: Paid $677
  December 2022: Missed
  payment
  January 2023: Paid $677
  February 2023: Missed
  payment
  March 2023: Paid $2,031
  which would have covered 3 months (still 1 month short)
  April 2023: Paid $677
  
  Along with a $300 over credit for the deposit, they also
  waived 4 late fees.   This would be why there wasn't a deposit refunded to the resident.

  Customer Answer

  Date: 11/16/2023

   I am rejecting this response because:
  
  I was never late! I paid with a money order that I have copies of. I would like a copy of these findings that you so call investigated.
  
  
  

• Initial Complaint

  Date:10/26/2023

  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 address was **** * ***** ****** *** ***. For over 4 years, the building was infested with cockroaches and nothing was done except mickey mouse pest control. During the last 3-4 months at the address, there was a leak in the roof which caused the ceiling to collapse in the kitchen. At first, maintenance came and patched it up but it collapsed again and was never fixed, even though we reported it. After we moved out they charged for painting even though the lease states that tenants are not allowed to paint. They charged for not giving enough notice even though 60 days notice was given. They charged a late fee and other fees for utilities after we moved out. After moving out, they closed out online payment account so we could not see requests for maintenance to be performed.

  

  Business Response

  Date: 11/03/2023

  Dear Mr. *******,
  
  After
  reviewing your complainant, I have requested for ****** ******** to remove the
  insufficient notice fee off of your account and provide you an updated letter
  from the collection agency. As for the damages and utilities bill are accurate
  charges as the water bill was the final bill after you moved out.
  
  I
  do apologize for the way your move out was handled, I am glad we were able to
  come to a resolution.
  
  If
  you have any further questions or concerns, please do not hesitate to contact
  us.

• Initial Complaint

  Date:10/26/2023

  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.

  My mother and I moved to (Hawthorne **********) in 2020 into a 3 bedroom apt with my 8 year-old daughter at the time. When we first moved to the place initially known as ******* *****, the old management was overly accommodating an welcoming; ALL amenities were working and availble. Both pools were always open and the were clean. After Hawthorne ********** took over it has been less than satisfactory, but they charge more. They advertise 2 pools. The salt water pool was not opened for the whole summer. I literally had to go to ****'s to buy my own bug spray because the water that they were spraying was not working. I stay on the first level; the bushes in front of my apartment are filled with trash from the upstairs neighbor. The neighbors across and down from us leave the trash bags filled with trash on the ground for days at a time and nothing is done about it, despite our many complaints.
  
  Our lease renewal is approaching in March. Despite, these imperfections I was still going to attempt to stay here for the sake of my daughters school. I was going to attempt to move into a 2 bedroom with just my daughter and I, and my mom was going to move into a separate 1 bedroom apartment on the property. Which means more rent for them in the end. However, I was told, although we would be moving out and terminating our old lease at the appropriate time, we still would have to pay $700 a per tenant for a "Transfer" fee. How is it a transfer fee if we are in fact moving out when our lease is complete? I know several other residents that changed apartments; one of which lived in the same unit as me and was not held to the standard. No where on the company's site does it mention such thing. Not to mention in the past 2 years our rent has increased from $1190 to $1751. They just finished build 2 new apartment complexes in warner robins that charge way less and you get way more, so that is where we will be! Good luck with all vacancies.

  

  Business Response

  Date: 10/30/2023

  Dear Ms. ******,
  
  Unfortunately, we were unable to reach you directly, however
  we had the opportunity to discuss your concerns with your mother.  I am
  glad that we were able to provide some clarification on the pool operations
  this year and provide some solutions to your concerns with building cleanliness
  and transfer fees and unit availability.  We look forward to meeting with
  you personally in the office at your earliest convenience.
  
  Elizabeth R – Community Manager