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.

close

Find a Location

Hawthorne Residential Partners, LLC has 325 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Hawthorne Residential Partners, LLC

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

  
• 

  The Oasis at Southpark

  5355 Southpark Dr Lake Charles, LA 70607-6396

  
• 

  Country Club Cottages

  5121 Bayview Pkwy Lake Charles, LA 70605-5003

  
• 

  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

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:10/25/2023

  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.

  I lived at apartment complex from 2017 until June of this year and never had any problems until I moved out. I was contacted by a collection company at the end of August for an unpaid amount. I told them I didn’t know why this was because I was told I didn’t owe anything. I call the leasing office and the girl tells me that she doesn’t know what happened and I still owed an amount. I told her I was sent an email from someone saying I didn’t not knowing she was the one that sent the email until I told her the name on the email this was on June 22nd. She then said oh yeah that’s me but I had just started working at the office when I sent that and it was a mistake which I can understand but when she realized it was a mistake why not reach back out to me instead of not saying anything and sending it to collections. She then proceeded to tell me she was going to contact collections company and tell them to stop contacting me and I could call and pay the money to the apartment complex. This of course is not legal or true once debt is sold I can no longer make payments to them. I spoke with this management property over the last few days and ask today where did security deposit go because I didn’t get anything telling me it wasn’t refundable. I was told it went to July rent but in email before that was told I wasn’t charged rent for July because apartment was rented out. I will never rent with this property again because everything since I moved out has been a complete disaster.

  

  Business Response

  Date: 10/26/2023

  The ******* ** *** appreciates Ms. ********’s long term
  residency at our community.  Her security deposit in the amount of $200
  was applied to a balance that was created by 7 days of rent owed for the month
  of July, final water/sewer charges, and a fee associated with items left behind
  in the apartment home.  We apologize for any miscommunication that may
  have taken place.  The debt can be settled directly with the collections
  agency noted in Ms. ********’s complaint.  

  Customer Answer

  Date: 10/26/2023

   I am rejecting this response because:
  
  The property management should have done a better job at communicating even if the management staff changed my personal information and email address never did. They didn’t communicate properly before sending anything to collections giving me a chance to pay the balance and they had months after I moved out to contact me and they didn’t they just sent the amount to collections without even contacting and telling me I had a balance still due after they knew they made a mistake and told me I didn’t owe anything. The correct thing and honest thing to do was contact me after they realized the mistake was made but no one did.
  
  
  

• Initial Complaint

  Date:10/24/2023

  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.

  I went to this apartment complex to inquirer about renting a unit from them and I was told that one of the requirement's is that we as tenants have to pay an extra $10 monthly for the **** to put mail in our mailboxes, I work for the **** ****** and I do not know anything about this be a required fee to receive mail. Is it required by law to pay for the **** to put mail in a tenant's mailbox in the state of **? I would like to know before signing the lease. It would be a monthly fee of

  Customer Answer

  Date: 10/25/2023

   

  This is in response to the email for the name of the complex I went to see above attachments.

  

  Business Response

  Date: 10/26/2023

  Hawthorne at the ****** provides residents with access to
  a state of the art 24-hour package locker system.  All delivery services
  (****, FedEx, UPS, Amazon, etc) have access to this controlled system to
  deliver packages.  This service is covered by a nominal monthly fee, as is
  the standard in many communities that offer this service.  This service is
  not related to standard mail being delivered by **** to resident mailboxes.

• Initial Complaint

  Date:10/18/2023

  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.

  On October 12th, 2023 your workers were working on the apartment above me and caused a water leak. The water came through the sprinkler head, air vent, multiple light fixtures, ceiling, closet, and electrical switches ruining my apartment. The restoration crew has had very loud fans in my apartment for a week now and there is still moisture making the apartment not safe to live in. I have been staying at a friend's house who is charging me rent and now I am out of money and have no idea what to do. I cannot express how stressful this situation has made me. My request is to be transferred to another apartment for free because there is no timeline on when my apartment will be fixed and just knowing about what happened to my apartment. I talked to management and if I were to transfer apartments I would be required to pay a $300 security deposit that I cannot afford at the moment, I'm requesting that I don't have to pay that $300. I would also like to request a moving company to be paid for by your company to move my things to another apartment. My last request is compensation for my rent this month due to the inconvenience and stress this situation has caused. I've been in contact with the office and corporate and nobody is willing to help me. All I'm asking is for some help for someone who has been living in your community for 1.5 years.

  Customer Answer

  Date: 10/25/2023

  My complaint is to **** ******** ****** *** ************** ** *****

  

  Business Response

  Date: 10/26/2023

  Dear *****,
  Thank you for your inquiry about ******** ***** ******.
  ******** ***** ****** strives to handle all unforeseen leaks as fast as
  possible. The community’s best practice for all leaks is first to stop the
  leak, call out emergency restoration services for cleanup and dry out. The community
  manager fills out an incident report and gathers information for insurance
  purposes. Once the cleanup and dry out process is completed the team works with
  contractors to make necessary repairs. The timeline for this process can vary
  based on the incident and affected homes. All residents should immediately
  contact their renter’s insurance for assistants with personal belongings and
  accommodation needs.  Our onsite office team was able to help in this
  process if you had issues contacting insurance or relaying information as to
  what occurred.
  I have reviewed your incident and see all the above best
  practices occurred promptly. Our onsite service team addressed the leak the
  same day as it occurred, emergency services were performed by ******* ***
  quickly to start the cleanup and dry out process, our management team offered
  an onsite transfer allowing you to repay your standard deposit held on your new
  home once it was refunded back to you from your past home and the management
  team contacted you to talk through any concerns or questions. In review of your
  request for rent reimbursement based on the nature of your leak your renter’s
  insurance would need to aid with moving cost or rent reimbursement.  Thank
  you for your time and patience. We hope you find this helpful. 
  

  Customer Answer

  Date: 10/26/2023

   I am rejecting this response because: I am not satisfied with their response. I have been living in this apartment community for a year and a half and they are not willing to help me what so ever. Also their statement was not 100% accurate because a restoration crew did not arrive until 4.5 hours after the apartment started to leak and its now been two weeks and they are just now doing work to my apartment. I have renters insurance through ******** who is the company who was recommend by the apartment complex and they are unable to help me with rent or utilities. I have lived a perfect lifestyle while living in this community. I have paid my rent on time and have had no complaints about my living. I have already paid a $100 security deposit and now you are making me pay a $300 security deposit if I decided to transfer apartments which is what I want to do. I want to transfer apartments because water was still in my apartment as of yesterday because there were fans in my apartment. I want movers to be paid for when I transfer apartments due to the inconvenience of moving. I also want reimbursement for my rent and utilities from the month of October because I have not lived in it for 2 weeks now and the fans the restoration company used were running off of my utilities. This situation has cause me so much stress and if we cant come to an agreement, I would like to request aberration through the BBB.

   

  
  

  

  Business Response

  Date: 10/27/2023

  *****, we understand your concerns.
  All questions and concerns have been addressed with you directly when you spoke
  to upper management this week. As discussed, once you apply to transfer on site
  the office will review your deposit amount and could possibly make a
  consideration on the amount owed, however this cannot be done until you apply
  to move. The site has waived all transfer fees and application fees already.
  The property cannot reimburse rent as the repairs and services were completed
  promptly. The team was told by you that your renters insurance gave you a $4000
  reimbursement amount to choose to stay elsewhere while repairs were made. Any
  further allowances or money to move will have to come from your renter’s
  insurance. The contractors report today that everything has been fully repaired
  and cleaned. The onsite team will walk your home to confirm all work is
  satisfactory.  Thank you 

  Customer Answer

  Date: 10/27/2023

   I am rejecting this response because: because I am not satisfied with their response and it is not accurate. I am receiving UP TO $4000 for food and stay expenses while I am apartment less. The renters insurance you recommended is not willing to help with any rent or utility costs for the time I was not living in the apartment. That is why I am requesting money back from the apartment complex for my October rent and utilities. This situation has caused me so much stress and anxiety and I believe Hawthorne should be responsible for compensation. Section 27 on my lease states: "We may, in our sole discretion, elect to repair substantial damage to the premises within a reasonable time under the circumstances, and in such an event, your obligations under the Lease Contract shall continue. Any obligation to pay rent during such period of repair shall be abated so long as the substantial damage was not caused by you, your occupants, guests or visitors.". Like I said if we cannot come to an agreement I would like to file arbitration through the BBB. Thanks.
  

• Initial Complaint

  Date:10/13/2023

  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.

  Before applying at this community, I spoke with the office assistant (who was no longer there when I made my first complaint) that one of the reasons I was leaving my old community was due to cigarette smoke. I was given the impression that this was a smoke free community because at no point did she make me aware that it was a smoking community during our conversation. After signing the lease, I was away for a month. Upon returning, I realized that there was a strong smell of cigarette smoke engulfing the entire apartment. I spoke with the office several times,
  letting them know that I was having health issues and was concerned for my son with asthma. They told me on several occasions that there was nothing they could do as they were not smoke free and only offered to change the filter or move me to another apartment. There was no guarantee that the new neighbors weren't smokers, so it did not see the point.
  After 10 additional months of suffering, visiting the doctors with a racing heart and difficulty breathing, burning eyes, making it difficult to working. I had no intention of renewing my lease. I informed the office on 4/6 that I would not be renewing my lease and my intention to be out by the end of the lease 6/1. At this point I asked about a month to month "should I go past my lease end date". I was told 12 days later that I would be moved to a month to month, I understood that to be effective if I stayed past my lease end date as I indicated. I went to the office a week before my end date to schedule a move out inspection and I was told that someone in maintenance would reach out to me to get it done. No one called or followed up. On 6/1 when I went into the office to return the keys, I was told by Andie, who was there the week before that she did not know that I was moving out. They took my keys, and my mailbox was marked vacant and told me that I owed them for the new month. I then expressed that there must be some confusion or miscommunication, whereby Andie said she would talk with her boss to see what they could do.
  During my time living at the community, I had several people tell me that they were informed that there was no smoking allowed on the property in writing; when I mentioned this to Andie asking about the double standard, she only wanted me to tell her who told me that "the specifics" she said. There seem to be discriminatory principles/rules at play here and I could not understand why there was separate rules for separate people.
  The state deems a place uninhabitable when "living conditions in the rental unit are dangerous and make it unfit for habitation. These dangerous conditions could cause injury or pose a risk to the tenant's health or life". Even though I faired for my heath and my children's health for a year, I endeavored to keep my end of the lease agreement. But they still turned around and penalize me in part because I moved across the street to their competitors. Hawthorne, is fully aware of the dangers of cigarette smoke, continues to rent to families with children under pretense, because they are more interested in profit and will risk lives in pursuit of it.
  
  They then created a fraudulent bill applied my deposit that should have been returned to it and sold the debt to ****** ********. They reached out to me twice via phone and would not disclose the reason for the call. When I refused to provide them with personal information, they hung up the phone and reported it to the credit agency as a derogatory mark. This was a deliberate attempt to ruin my credit as they were aware that I was attempting to purchase a house.
  
  A report was filed with the Consumer Protection Division(see attached)

  

  Business Response

  Date: 10/20/2023

  To whom it may concern:
  
  The property did communicate the process for MTM and the
  renewal process.  I do not see a written notice of non-renewal was
  received.  If this is not the case, please feel free to reach out directly
  to me at *******************
  
  Thank you

  Customer Answer

  Date: 10/20/2023

   I am rejecting this response because: Written notice was given two months prior to my lease end date in the email attached.  I was not told I had to fill out a separate form, my lease states I had to give written notice to which I did. If the office manager or her staff was not clear regarding my email, they should have reached out for clarification.  The apartment was inhabitable according to the NC laws, to which I was complaining over for a year.  They would not release me from my lease so when it ended, why would I have any intentions to renew with all the health issues I was having?
  
  
  
  
  
  

  

  Business Response

  Date: 10/23/2023

  We do have the
  communication that was between you and the site team.  I am happy to
  discuss please feel free to reach out to me directly *******************

  Customer Answer

  Date: 10/23/2023

   I am rejecting this response because:  The site manager Andie, told me that she asked her boss, who told her that the money was owed.  Not sure what else can be discussed from your perspective.  I returned your keys on the morning of the 2nd; I did not have access to your apartment.  Andie knew and lied about not knowing I was moving out.  I was in the office a week or so before to which I was told someone will come to inspect the apartment for my move out.  I paid my rent for an entire year on or before the due date, never late or partial although the conditions at the apartment was causing me harm (I have the medical records to prove it). At no point did someone consider any other factor outside of collecting money that was not due to you.  The only effort that was pursued was an attempt to ruin my credit solely because I moved across the street.  The balance of my deposit was also confiscated and not returned.
  
  
  
  
  
  

• Initial Complaint

  Date:09/29/2023

  Type:Customer Service 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 filing this complaint to show negligence on behalf of ****** at W*******. I reached out about the issues in my apartment prior to even resigning my lease in the month of March. I was told to resign and they would complete the renovations with no problem. If I would’ve known they wouldn’t have fixed the issues in my apartment I would not of resigned. I went into the office where I was told by the building manager she could complete the renovations with no problem but she needed to do a “walk through” even after my emails included pictures etc. Nonetheless I called to schedule that nobody got back to me. My AC unit has been breaking down monthly, I have maintenance request that show this. It is usually fixable but we have been advised now that it cannot be fixed . I was given a fan and told he wish there was more to do for us and recently a portable air condition that can only cool one room. I have a baby that has just turned one and she’s in the home with temperatures ranging from 80-87 degrees and it’s 90 degrees and over outside. Which is classified as an emergency. I still have not been contacted by management just have random maintenance workers show up to do things which still results in no working air condition. With more than a $300 increase in rent prices it’s unacceptable. I’m also in the show apartment it has never been renovated so as you can imagine most things are old. Someone needs to REPLACE the air conditioner and provide reparations for the unanswered calls, maintenance request and false solutions. I’ve still been required to pay my rent in full even fined for trash can in the wrong place and yet no one can even keep up with simple call backs or even provide updates on what the next steps are. So far all I have is a taped up balcony and a portable air conditioning unit. A maintenance supervisor came by yesterday and cut the unit off completely so it’s even hotter than before and even with the unit the room temperature is at 77 or lower.

  

  Business Response

  Date: 10/03/2023

  Dear Ms. *******,
  
  We would like to extend our sincerest apologies to you for
  the experience that you have had at ****** at W*******. We do understand that
  you have had trouble with the air conditioning in your home and have worked
  diligently each time there has been an issue. To the best of our knowledge,
  your air conditioning has been fixed and is currently working. We would be
  happy to discuss the renovation that you are referring to. If you have any
  additional concerns, please do not hesitate to contact us. Sincerely, Hawthorne
  Residential Partners 

• Initial Complaint

  Date:09/24/2023

  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.

  When touring this apartment complex me and my boyfriend were greeted and welcomed with open arms. We met with the property manager Charity H******* and she was the one who took care of our lease arrangements.
  
  We moved in at the end of July and when we first walked through the door we saw roaches. The apartment had a terrible smell and the apartment was not at all what we wanted.
  
  Fast forward, ever since being here we have had issues that will not get addressed. I’ve emailed Charity multiple times and called to either get told she’s unavailable or get cut short and hung up on. Or they simply won’t answer the phone because they see my name on the caller ID.
  
  I have called multiple times about the roach infestion we have, the stove not working properly, a ceiling fan that’s about to come out the ceiling and a leaky refrigerator. All I get is excuses saying that they have to order the parts and that when they come they will fix it. I have been here 2 months and only 1 issue has been fixed and that’s just the bathroom rail that wouldn’t stay up because it’s drilled into sheet rock.
  
  Charity is very disrespectful and does not tend to my concerns, along with her staff. I recently talked to a maintenance man and he told me that they talk about me and warned him about me and my attitude when coming to fix my bathroom rail.
  
  I pay almost 1700 a month to stay here and it’s awful. Not to mention having to strategically time me putting out my trash for the valet company to pick up because of their raccoon issue that comes and tears up people’s trash and drags it everywhere. They think they raccoon issue is funny and even gave the guy a name “Rickey the Racoon”. I just want my issues addressed immediately. The complex is also very dirty, trash everywhere and open mailboxes of residents. My mailbox was one of the ones without a lock and i had to wait a month before they got it done. Just ridiculous.

  Customer Answer

  Date: 10/05/2023

  I have not heard from the business in response to my complaint. I am still waiting on something to be fixed . 

  

  Business Response

  Date: 10/10/2023

  Unfortunately, we have
  experienced staff shortages and turnover at ******* ** ***** ****** which in
  turn caused delays in completing some of the work orders called in. However,
  our team has confirmed Ms. **********’s requests have been addressed. In addition,
  our Regional Manager has requested to meet Ms. ********** at her home to do a
  thorough inspection and address any additional concerns she may have. We do
  take this very seriously and want to ensure our residents are taken care of
  promptly. Our goal is provide excellent customer service to our residents as
  well and our team will continue to work to provide this to all. 

  Customer Answer

  Date: 10/10/2023

   I am rejecting this response because:
  
  
  
  I understand being short staffed, but that’s no excuse for my work orders to not be addressed and constantly erased out the system when they aren’t completed. I’ve been here since the end of July. I just got most of my orders addressed a week or two ago. However, all needs have not been addressed. After the Maintance man (Max) came to fix my issues, I told him I was having issues with my stove because it was getting too hot. He proceeded to check the storage to see if they had the part to fix my stove. He comes back, says they don’t have it and that he just ordered it and that he will be back the next day to fix it. That never happened. A week later, I just found another maintenance man outside my building and asked him if he could come look at it, i told him the problem and told him that the part should’ve been ordered. He was rude and proceeded to talk to me like I was stupid when I told him my issue and tried to replace the eye instead of the switch. & stated that they have to order the part.. the part I was told was ordered a week ago and was gonna be fixed the next day. I then called the front office, they don’t answer my calls because once again they talk about me in the front and avoid confrontation with me. After my boyfriend calling 15 times, we FINALLY got an answer from Charity who basically was no help. I have been wanting to meet with charity for months and have been ignored. I would accept the request to meet the regional manager at my home as well. I just want my issues to be addressed in a timely manner. Please reach out to me for a time and date and we can get it sorted out. 
  
  
  

• Initial Complaint

  Date:09/17/2023

  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 am terminating my apartment lease early. I accepted a new job and will be moving to another state. I reviewed the lease documents and found two documents. One document states I owe 2 months rent, the other document states that if I have less than 3 months remaining, I only pay 1 months rent. When I asked the apartment management they wanted me to pay the higher amount. They stated they weren't sure why I was provided the other document. Residents should not have to sort through multiple documents to try and determine which document is valid or not valid. I believe due to their error, I should only have to pay one month's rent. As I understand, the maximum amount they can charge by ******* state law is up to 2 months rent; the one-month rent would meet this amount.

  

  Business Response

  Date: 09/25/2023

  Dear Ms. *****,
  Thank you so much for bringing this to our attention. Due to the circumstances with the 2 conflicting pieces of
  documentation, we will only charge you for 1 month's rent as your early
  termination fee.
  Thank you for bringing this to our attention and best wishes
  on your future endeavors. 

  Customer Answer

  Date: 09/25/2023

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

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a residential apartment at The ******* ** ******* **** on 8.14.2023. Per the procedure there was a $79.00 per adult and a 250 holding fee if approved. I was not which is not the issue. The issue is the handling of my fee of $250.00 that was paid by cc was not reversed and refunded. But issued in paper check form and I now have to wait 30-45 days that if not approved should be immediately refunded and not held by the company that denied. If someone is apartment hunting they need all their money. This was not told to me and it is deceptive. My refund should have been returned as quickly as it was needed for the process.

  

  Business Response

  Date: 08/29/2023

  Dear ******* *****,
  
  I have confirmed with our accounting department that your
  administration fee has been refunded and will be arriving at ******* ** *******
  by 8/30 the FedEx tracking number is **************. The Community Manager will be
  reaching out to you in order to make arrangements for you to pick up the refund
  check. I due apologize for any inconvenience as we have worked on expediting
  your refund.
  
  If you have any further questions or concerns, please do not
  hesitate to contact us.
  
  Sincerely,
  Hawthorne Partners Residential 

  Customer Answer

  Date: 08/29/2023

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

• Initial Complaint

  Date:08/16/2023

  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.

  What a nightmare from DAY 1. Black mold in AC intake, damage to ceilings, No AC for 8 days, OUCH and ROACHES ah the ROACHES! I should have charged rent to them. After filing multiple Maintenance requests for exterminator and other repairs, my request were being closed as work complete without anything being done. So, after the final request was closed by *** ******* maint. staff the day after I filed it - I contacted the ********* Health Dept and had an investigator come out to look over this apartment. *** ******* at ****** ***** of ********* was given a citation for the bug infestation and their lack of response to my complaints and were given 30 days to make corrections. A few weeks later, I come home to a sign posted by the City of ********* stating the building was "Unsafe and to Keep Out" what a shock to come home to that. There was no one in the office and no one answering calls at the business office and till this day have never received any type of communication from them about the closure and what I should/could do. Naturally I notified the office of my intent to vacate the apartment bec***e of the unsafe conditions - now I have found out months later they have contacted a collection agency who have attached a claim against my credit file wanting to collect for the time the building was closed by the city that I refused to pay. I have contacted the Property Owners - Hawthorne Residential Partners and have gotten no response. I have tried to email and call *** ******* business office and left multiple voicemails, but no one has returned my emails or calls. I then tried talking about my account with the Collection agency ****** * ******** - they were trying to collect for *** ******* - but was hung up on bec***e I wouldn't supply my personal information to them. At this point bec***e of their silence and lake of communication I guess it's time for legal action. Does this story sould familiar?

  

  Business Response

  Date: 08/21/2023

  In response to the BBB complaint lodged by Mr. R***** ****** against Hawthorne Residential Partners, LLC (NC), the company would like to provide a comprehensive and factual account that refutes the claims made by Mr. ******:

   

  1. Mold Issue and Timely Resolution: Mr. ****** has reported concerns regarding mold in his apartment. However, we have a comprehensive record of maintenance activities, as evidenced by the attached work order log. This log demonstrates that the reported mold issue was promptly addressed and resolved in accordance with our maintenance protocols. The company is dedicated to maintaining the well-being of its tenants and acted promptly to mitigate the mold concern, as indicated in the maintenance log.
  2. Alleged Roach Infestation: Mr. ****** contends that his apartment suffered from a roach infestation. It is important to note that upon receiving the complaint, Hawthorne Residential Partners, LLC (NC) took immediate action in line with its standard operating procedures. The work order history demonstrates that multiple visits by pest control experts were scheduled and conducted to effectively address the reported roach issue. The company is committed to the well-being and comfort of its tenants and diligently addresses pest-related concerns as part of its commitment to maintaining high-quality properties.
  3. Withholding of Rent: Mr. ****** asserts that he was entitled to withhold rent based on the alleged mold and roach infestation. It is essential to clarify that North Carolina state law does not grant tenants the unilateral authority to withhold rent without adhering to prescribed legal procedures. Despite the reported concerns, Mr. ******'s ledger maintains an outstanding balance, including unpaid rent. The company has adhered to the applicable state laws and has not waived the owed rent as mentioned in the complaint.

   

  In summary, Hawthorne Residential Partners, LLC (NC) has effectively addressed and resolved all of Mr. ******'s concerns throughout his tenancy. The company's diligent record-keeping and responsiveness demonstrate its commitment to maintaining property quality and ensuring tenant satisfaction. The company values the opportunity to clarify its position in response to Mr. ******'s complaint. It remains open to reviewing any additional documentation or evidence that Mr. ****** may provide to support his claims, to ensure a comprehensive and fair resolution to the matter.

  For further information or inquiries, please feel free to contact local counsel for Hawthorne Residential Partners, LLC (NC): ********* ******* * ****** ***** ***** ****** ***** **** ********************.

  Customer Answer

  Date: 08/24/2023

   I am rejecting this response bec***e:

  
  
  
  In
  response to my BBB complaint reply offered by Hawthorne Residential
  Partners, LLC (NC), I would like to provide a comprehensive and
  factual account that refutes the claims made by Hawthorne Residential
  Partners, LLC (NC)
  
  
  BBB
  of NC
  Hawthorne
  Residential
  
  
  To whom
  it may concern:

  
  I
  appreciate the quick response from Hawthorne Residential, but I whole
  heartly disagree with their assessment and answers to my complaint.
  It seems I may not have been clear on my issues in the original
  complaint, bec***e they totally missed the “ELEPHANT in the ROOM!”

  
  **
  Please reference the Building Closure sign posted by the City of
  ********* on December 7th, 2022. that was
  attached to my initial complaint.
  
  
  I would
  like to at this time elaborate and expand on my issue with the
  ******’s at ****** ***** and Hawthorne.

  
  My issue
  is with the Collection agency “****** ********” acting on behalf
  of the ******’s and Hawthorne - that has attached a claim against
  my credit file, asking for past rent for the months of November &
  December of 2022 totalling $3463.84. Based on *** ******* action or
  in this case, inaction, I rebuke their claim that I owe past rent for
  many reasons, mainly – the ******’s failure to provide a clean,
  sanitary, and safe living environment according to NC State law.

  
  Please
  refer to Building Closed sign and City of ********* Citation I have
  now submitted.
  
  
  The
  ******’s at ****** ***** claim I owe them the past rent for those
  two months, and I claim the contract between them and I - was voided
  based on the living conditions they provided.

  
  Please
  refer to Building Closed sign and City of ********* Citation for poor
  living conditions from bug/roach infestation, I have now submitted.
  
  
  I feel I
  don’t owe anything to *** ******* largely considering my apartment
  bug infestation problems which plagued me from move in - to move out
  dates, and ESPECIALLY bec***e of the building closure by the City of
  ********* from December 7th to December 22nd -
  my move out date.

  
  Please
  refer to Building Closed sign and City of ********* Citation I have
  now submitted.
  
  
  Obviously,
  I feel the ******’s at ****** ***** owe me an estimated amount of
  $4,480 for my lodging and meals while my apartment building was
  closed and inaccessible from December 7th until December
  22nd, 2002 - by the City of ********* from the unsafe
  conditions of the building.

  This fact, which I pointed out in my
  original complaint and submitted supporting information by way of a
  photo of the City's warning sign posted on my building by the City of
  ********* on December 7th, 2022, that I received no
  response to, what so ever in your reply. Hence the elephant in the
  room you missed!

  So
  again, I ask – who owes who? But we will obviously need to hash
  that out in a Court of Law it seems. Thanks for finally providing me
  with your attorney contact information!

  
  This
  entire matter is based on the contract fulfillment by Landlord, the
  tenant needs, responsibility of landlord, timeliness of response for
  tenant compliants, accountability of resolutions, and fulfilment of
  contract obligations by both parties.
  
  Now
  to elaborate on that statement

  
  From
  date of move in on July 15th, 2022 - I personally
  complained to the Office Manager – Karen G**** about the living
  conditions of the apartment and especially the bug/roach issues. I
  was told by her that the exterminator worked on Mondays, and they
  would handle the problem; nothing was ever done.
  So on
  July 24th, I submitted a reminder email to the office and
  submitted a maintenance request on the 27th of July – to
  the tenant maintenance portal of *** ******* - addressing my issues
  including the infestation issue. The maintenace request from the 27th was shown as closed and complete on July 29th I received a
  reply from Caroline from my email stating that the maintenance crew
  had reported all issues had been resolved. Again, nothing had been
  done for infestation and other issues.

  
  Finally
  - on November 9th, 2022 – I submitted my final
  request/plea for a resolution for the Bug Infestation – my
  maintenance request ticket was closed complete the next day on the
  10th, yet again - NOTHING had been DONE.

  
  Please
  see attachment of my Maintenance account journal from *** *******
  tenant portal.
  
  
  In
  mid-November, 2022 - bec***e of their lack of action to my multiple
  requests for help, I contacted the City of *********’s Health
  Department and filed a complaint about the infestation and the lack
  of action by *** ******* and asked for an investigation which was
  conducted on November 18th. The city inspector agreed with
  my complaint of bug infestation and poor living conditions and the
  ******s was citated about 10 days later and given 30 days to correct
  the issue.

  
  Please
  see attachment for City of ********* Fact Finding and Order to Repair
  notification.
  
  
  Prior to
  my submitting my Notice of Intent to Vacate on December 1st,
  2022 - I submitted a letter to *** ******* office staff stating the
  facts of my situation and my intent to leave *** ******* on November
  26th, 2022. I also submitted over 100 pictures of the
  existing bug problems by way of USB thumbdrive for evidence.

  
  Care to
  see some?

  
  Please
  see attached letter of Intent to *** ******* from November 26th 2022.
  
  
  
  On
  December 1st, 2022, I submitted a Notice to Vacate form to
  the ******s stating the reason for leaving was due to the lack of
  action for my bug infestation and the unliveable conditions presented
  by *** ******* including the closing of my apartment building by the
  city of ********* starting on December 7th, 2022. I also
  mentioned a breach of contract based on those facts.

  
  Now
  factually – there were 2 ocassions where a exterminator did finally
  come out. On the 8th of August and the 5th of
  December. I reported issues with bugs throughout the apartment which
  is stated in my maintenance requests yet ONLY the kitchen on both
  ocassions was treated, nothing was done to the rest of the apartment!
  The apartment remained infested throughtout my stay there.

  
  The
  treatment from the 5th of December was obviously in
  response to the city citation given to *** ******* by the city of
  ********* back in November. But at that point - I had already
  submitted my Notice to Vacate form to *** ******* office staff on
  December 1st, 2022 for breach of contract and bec***e of
  the unlivable conditions of my apartment.

  Please
  see attached Notice to Vacate form & Please refer to Building
  Closed sign
  
  
  Inclosing
  – let's try and be rational and sensible and please put yourself in
  my shoes –

  
  If
  you came home to a warning sign posted by the city to stay out - your
  building is unsafe, would you legally owe rent, we may have to find
  out.

  If
  you had roaches fall into your dinner plate from the overhead light,
  would you pay rent?

  If
  you had a roach fall on your neck from the overhead light while
  cooking in the kitchen, would you pay rent?

  If
  you took a drink from your glass and swallowed a roach, would you pay
  rent?

  If
  you were sitting in you living room chair and had a roach climb up
  your leg and arm, would you pay rent?

  If
  you found roaches in your oven, microwave, freezer, kitchen cabinets,
  pantry, kitchen drawers, would you pay rent?

  
  Hopefully
  you get the picture – I have over 100 of them for viewing, just in
  case.

  
  To
  prevent the likelyhood of a civil suit – all I am asking for is for
  Hawthorne & *** ******* do the right thing – wipe the past due
  rent from my account, leave my account in Good Standing, remove the
  credit claim immediately from my credit file, and that's it. Any
  other response is unexceptable and will be addressed through the
  courts.
  
  
  
  
  
  Thank
  you for your consideration.

   

  
  

  

  Business Response

  Date: 08/30/2023

  Hawthorne Residential Partners, LLC (NC) disagrees with Mr. ******' assessment with the situation, but is willing to enter into a settlement agreement with him to resolve the situation. Mr. ****** is welcome to reach out to attorney Kevin R*** at ****************** to discuss potential settlement options.

  Customer Answer

  Date: 08/30/2023

   I am rejecting this response bec***e: I find your response not only unacceptable - but laughable. Having the nerve to say you disagree with my assessment and to call your lawyer to discuss a settlement, is not an option at this point.

  If this is truly your postion, then my next step is to contact the Attorney General of NC, to discuss your business practices, then file a civil suit for the attempt to collect this false debt and finally a criminal suit will be filed for Fraud against *** ******* and Hawthorne for falsified and illegal activities in this matter!

  Absolutely no response other to disagree with the obvious, and contact your attorney, laughable.

  To ignore the evidence I submitted - and offer absolutely no response toward the evidence/pictures I have presented - PLEASE SEE "BUILDING CITY CLOSURE SIGN" POSTED by the City of *********, NC.

  And you disagree with that fact, the building was closed and you are claiming I owe rent, laughable.

  Hope the BBB is paying attention.

  Having no response of any kind - to the overwhelming evidence I have submitted - ESPECIALLY THE BUILDING CLOSED SIGN POSTED ON MY BUILDING DATED 12-07-22 - is just unaceptable for this type of complaint and I hope the BBB is watching closely.

  Trying to sweep my claim under the rug by asking me to call a attorney to see if we can reach a SETTLEMENT is insulting not only to me -but any resident of *** ******* at ****** ***** if you are using this stratgy with the tenants that had their building shut down by the city for weeks in December of 2022.

  Shame on you for your postion and your lack of decent and logical resolution with me. Saying you disagree with my assessment is insulting and thoughtless/mindless at the least.

  Now - how do you respond to the Building Closure sign -by disagreeing with my assessment, shame on you.

  Finally, who do I submit my bill to for reimbursing me for the 15 days I was not allowed to stay in my apartment totaling nearly $4500? Do I send it to *** *******, Hawthorne or your lawyer. I want to be efficient and correct - so not to affend you.

  If it's litigation you seek - you have come to the right man.

  Thank you for your attention with this matter.

   

   
  
  

  
  

  

  Business Response

  Date: 09/07/2023

  Regarding Mr. ******' assertion that the City of ********* closed down the building, Hawthorne Residential Partners, LLC (NC) wishes to clarify the facts with the following points:
  
  1. The City of ********* did not officially close down the building. The sign Mr. ****** mentioned, which reads "Building Closed," was posted as a precautionary measure while necessary repairs were made to the stairwell. The intent was to ensure the safety of all residents during the repair process.
  
  2. The inspector responsible for overseeing the repairs left his contact information on the sign to encourage open communication. Residents were encouraged to reach out with any questions or concerns during this period.

• Initial Complaint

  Date:08/07/2023

  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.

  Since I have moved in to this apartment I have only dealt with bs from them. I try not to reach out unless necessary, I try not to make big deals out of anything but this last situation just takes the cake. I am now out of $370 because I had to replace a malfunctioning front door lock that wouldn’t turn no matter how many times put my key in and had to call a locksmith on 8/4/2023. I called emergency maintenance and waited for an hour and a half before biting the bullet and calling the locksmith because I knew it would be expensive. The lock was so old the guy had to drill through it which caused me to have to purchase a new one. After that I called the office to leave a vm to have the apartment manager get back to me, I also left a message with the office on Saturday to have her call me which she didn’t, but that’s not a surprise since this isn’t the first time I’ve asked for the apartment manager with no response. It took me calling 3 times today before someone answered, also not a surprise with this place, for them to send me to her. Now I’m being told that the only message I left was with the office and I never left one with emergency maintenance when I definitely did and that I can’t get a credit for the money I had to spend. Mind you these are the same people I have to call numerous times to get an answer, put in numerous requests to fix a simple issue, get charged for amenities/services that either don’t work or don’t get half the time, and the same people that tried to tell me I changed my locks before when I haven’t touched a thing with this apartment since moving in. Now all of sudden they come in and it doesn’t work. I’ve had it with this place, the only reason I stayed so long is because financially it was the best for me but what they charge now is not worth any of the ******** you actually deal with I’m so done with this ******* place. I suggest everyone record any interaction with this place

  

  Business Response

  Date: 08/16/2023

  Dear Ms. **********,
  
  Upon review, we have not found that an emergency call out
  was requested, nor have we found a work order being subsequently placed for
  your apartment home concerning your lock.  We are happy to respond to
  emergency work orders via our on-call protocol as outlined in your lease
  agreement.  

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  
  Not the first time this apartment has lied about something regarding my unit.