ComplaintsforHawthorne Residential Partners, LLC

• Initial Complaint

  11/14/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  Hello I have called the *********** and left countless voicemails since July 2024. My air conditioner went out in the hottest time of year. I wasn't offered in help from the leasing office and fact the charged me late fee on my rent. I had to use make of my rent to buy fans for my apartment. Called the leasing office to ask if I could have the fee back and she said she spoke to "upper management and it wasn't approved because it was fixed within ************************************************************************** and when it was fixed. At the time my refrigerator wasn't making ice. Them mantiance man ripped my floors trying to fix it. My floors have been ripped since July! I was also charged for driving through the wrong gate when that gate open when I press the wrong number. It's no when you the lease or pronoun being charged for driving through a gate that's meant to drive through. I've been facing issues and no one have reached back out to me. I've also left messages to come on the website as well!

  

  Business response

  11/19/2024

  Thank you for providing this information and feedback.   We have researched your complaints. The HVAC failure was reported on 6/28 and the Community Manager provided oversight of the repair that was completed on 6/30.  We understand equipment failures are a frustrating inconvenience; however it is our goal to make repairs in a reasonable time frame.  We are happy to further investigate a repair solution for the tear in your vinyl flooring.  The community provides clear instructions regarding gate use.  The exit gate should never be used as an entrance as this could cause an accident or damage to a vehicle or the gate. Your use of the exit as an entrance was observed by our management team.

  Customer response

  11/19/2024

   I am rejecting this response because:
  
  it wasn't completed until July 3. This shows in your records and I have uploaded a picture.

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used to reside at ********************** for almost 4 years. However, I have moved out of the unit effective 6/14/24. Since then, I have been advised by several people at the office including Former/Current Property Managers, Assistant Manager and front staff employees who advised me that I would be receiving a security deposit refund in the amount of $188.00 and the check should be in the mail to my new address or claiming that the ******************* company accountant department will ***** the check each time I have called. I have been calling the office since July inquiry about the security deposit check and have only received nothing but excuses. I want my money, what is so hard to pay me my security deposit?

  

  Business response

  11/13/2024

  Ms. ******************* you for bringing this to our attention.  I have confirmed with the accounting department that a check was cut on 11/12/2024 and was sent overnight via ***** to the forwarding address you have provided to the leasing office.  The Community Manager will be providing you with a tracking number and you should be receiving your refund on 11/13/2024. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I became aware of the black mold growing on my air vent, I sent an email to the office. They said they would send someone. Weeks went by and they said they are working on it, within those weeks I sent photo proof of all the mold growing on almost all the air vents, refrigerator, my furniture, on my clothes and other things. They still didnt care, but I couldnt stay no longer due to my anxiety getting worse, headaches when entering my apartment, not being able to sleep, having to leave my dog somewhere else since I noticed changes with my dog. So I left a few days before September. I turned in my keys September 1st, but theyre charging me one month of rent due to leaving. I understand I had a lease for a year. They failed to help fix this situation. The bill got sent to collections and I dont intend on paying since it shouldnt be only my fault. I would at least want my money back from August rent and not paying the amount they said.

  Customer response

  10/18/2024

  My apartment is 431 Hawthorne loop rd 307

  my address at this moment is *****************************************;

  Customer response

  10/28/2024

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

  
  

  

  Business response

  11/20/2024

  Thank you for your concern.  The service request noted in this complaint was placed on 8/22/2024 and was addressed in a timely manner. As noted in the complaint, Ms. ******** vacated the apartment home on or around 8/31/2024 with no notice as required in the contractual terms of the lease agreement.  The balance referenced is for the required notice period of 30 days.  The contractual lease agreement terminated early as the end date was 5/10/2025.

  Customer response

  11/20/2024

   I am rejecting this response because:
  There was no issue resolved so I had to no choice but to vacant. I didnt wish to leave but then again I had a dog and I was becoming very ill. Would you stay in a place that black mold was growing on all air vents and refrigerator? I had to leave for my health and because this business couldnt help resolve it. All I got from them was, were still waiting. I had no other choice. If they had offered to switch my apartment to another one the moment I brought this to their attention it wouldnt have been a problem. In the state of **, its illegal to have a tenant living with mold present. I will be getting attorneys involved if this issue isnt resolved.
  
  

  

  Business response

  11/21/2024

  Thank you for your response.While we addressed the concerns in your apartment that were brought to our attention, in the spirit of customer service, we will remove the balance due on your account with collections.  Thank you for your communication and we wish you the best in the future. 

  Customer response

  11/21/2024

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

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for an apartment at evolve ************. I provided a welcome letter which showed I make 3x rent however I just started the job and could not provide check stubs. Welcome letters are accepted to get approved however a man I spoke to on the phone advised its mandatory to show tax statement or check stub even though I just started ! He stated that information is not on their website so you wont know unless you call and ask which is crazy. When I asked why **** the information on their website before consumers apply all he said was its out policy and its encouraged you call before applying ?? That is important information that should be on the website and I feel I was discriminated against .I was told I would receive a refund but I wasnt told how I would get it- the man told me through mail or deposited back to my account now no ones answering my calls. I want my money back and a better explanation as to why key information isnt on the website. This was a waste of my time

  

  Business response

  10/16/2024

  Ms. ****** applied to an apartment for Evolve ************ through our website.  On 10.9.2024, at time of application, the Ms. ****** signed the Statement of Rental Policy that outlined the screening criteria for the community.  The Statement of Rental Policy is a document that is prompted to be reviewed and signed before any funds for application process are collected/requested during our online application process.  The Statement of Rental Policy that was signed by Ms. ****** states The types of information to be accessed: Identification, credit, public records, criminal and rental history, residency address information, employment, and income verification.  Additional verification may be required.  Each person age 18 or older who will live in the apartment home must apply and satisfy these requirements.  The criteria which may result in a denial (include but are not limited to): Zero income or income lower than three (3) times the rental rate,unsatisfactory credit, criminal or rental history findings, exceeding the maximum number of occupants per apartment home, restricted pets, inability to meet conditional requirements of application results, providing misleading or inaccurate information, and adverse, subpar, or unverified information. Also listed in the income portion of the statement of rental policy: applicants must collectively have a verifiable gross income in an amount not less than three times the rental rate Applicant acknowledges and agrees that the criteria referenced above will be considered in the qualification process.  Applicants who do not meet the requirements referenced above will be declined or be subject to additional requirements, including but not limited to, additional fees, deposits, rent, or providing a guarantor. Ms. ****** provided a job offer letter, which is not verifiable income as this is not a pay stub or tax forms; it is an offer of employment.  To continue with the approval/denial process Ms. ****** was asked to provide her tax returns or previous pay stubs to satisfy the verifiable income requirement.   Ms. ****** was also offered the opportunity to delay her move in until she could provide the verifiable income documents. 
  
  In regard to Ms. ******* refund, the statement of rental policy also outlines how the refunds are handled, In addition, Applicant acknowledges that whether the Applicant is approved or denied, that the application fee is nonrefundable.  If the Applicant is not approved, the additional fees or deposits paid to reserve the apartment at the time of application will be refunded within 30 days or less. However, if the Applicant is approved, then the additional fees or deposits become non refundable after 72 hours of notification of approval.  The refund will be mailed to the address that Ms. ****** provided on her application.
  

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident at The Station at ***********. On September 28th 2024 I discovered mold on my personal property in my apartment in several different rooms. I immediately made a maintenance request and sent an email to the leasing office showing the mold on my property, the leasing office was closed when I discovered it and September 29th was a Sunday. On Monday September 30th I had not heard from the leasing office so that morning around 10 or close to 11 I went up and spoke with the leasing consultant that moved us in. She took me to the property manager office and I told her that I emailed them and also put in a maintenance request. I advised that I had mold on my furniture and I am not sure where it is coming from. She asked if I had a leak I said no. She then in her system canceled my service request and added hers (see picture below) she then advised that she couldnt send anyone over that day because she only had one maintenance person and would send someone tomorrow Tuesday. My thought process is mold is something serious and I have to wait til tomorrow and I have a toddler in the home. I called corporate and left a message I received a called back and was advised that someone would be over by 11:30 and they were. When the maintenance man arrived he brought a humidity meter reader and the humidity in the apartment was at 78% very unhealthy. They checked the ** and the fan was on the lowest speed they did some rewiring to make the fan run faster and later on brought 2 dehumidifies in the apartment. The dehumidifiers did a great job and brought the humidity down to comfortable levels. In the process of all this going on I asked if I could come out of my lease I was advised I could but I had to pay. ******************* ** unit was not circulating properly causing mold on my furniture that had to be thrown away and I have to pay to get out my lease. I have also been put on an inhaler by my doctor for being in this exposure from me having chest pains.

  

  Business response

  10/16/2024

  To Whom This May Concern;
  
  Please accept my email in response to the complaint filed by ******** ****** of apartment ***** located at The Station at ************
  
  I have had numerous conversations with Ms. ****** regarding her work order she placed at the community on 9.28.24.  Ms. ****** reported suspect growth on her furniture and requested service through the online portal.  9.28.24 was a Saturday and the work order was not received by our team until Monday am, 9.30.24.
  
  Ms. ****** called our corporate office on 9.30.24 because she was upset that nobody was over to her home.  I personally called Ms. ****** that morning to explain that our maintenance technician called out however I would have a **************** Manager over that day to inspect her home from another community as her report was very important to us.  Our **************** Manager inspected her home on 9.30.24 at 12:51 PM.  At the time of inspection, the *** reported the windows were open and the ** was put on fan mode which doesnt allow air to circulate properly.  He was not able to find any leaks in the home and advised the resident to close the windows and switched the ** to auto so that the air would circulate.  Two dehumidifiers were installed to assist in bringing the humidity levels down and back to a normal read.  The resident was advised to not touch the thermostat and to leave the air on 70 degrees so that the incident could be corrected.  There were small amounts of visible organic growth on some personal items that Ms. ****** was advised would wipe right off. Her work order was then completed for the day. 
  
  Ms. ****** contacted me again on 10.3.24 as she was not happy with the results she was given from our ****************s Supervisor.  I told her that I would contact a ******************* to come out and inspect her home for a professional opinion.
  
  On 10.7.24- ******** Restoration inspected her apartment.  On the day of inspection, the windows were again open, and the ** was in the fan mode   ******** Restoration stated that this was the cause of the humidity being high in her apartment.  Report and email of findings attached stating the incident was 100% resident produced.  The resident was again told not to touch the thermostat and to keep it at 70 degrees, close the windows and leave the dehumidifiers run to lower the humidity level.  She was told by ******** to wipe off her personal items as it was organic growth that was caused by her.
  
  Ms. ****** called me again on this day to report that she was not going to shut her windows, and she never touches the thermostat. She stated she wanted to break her lease without penalty, and I explained to her that she was welcome to break her lease however the penalty fees were her responsibility. She then told me she would be contacting her attorney, and it was at that time I told her I would no longer be able to speak with her regarding this incident and to please have her attorney contact me directly and I would forward to ours.
  
  If there is any additional information, I am able to provide please let me know.

  Customer response

  10/25/2024

   I am rejecting this response because:  

  Hello in regards to the case above the information that was provided by the company is not correct. on Saturday via email and the maintenance portal to report mold that had appeared in several different areas of the apartment. I did not say there was a leak anywhere to cause the mold that would be in one centralized location.  I know that mold is not to be inhaled so yes my windows were open per my lease it says that they can be see attached. When maintenance entered the home on 9/30 they stated that there was a malfunction in their unit and the air was not circulating on the level it was to be for a 2bedroom apartment it was on the slowest speed and that was rewired he said and told me to put the air on 69/70 and brought 2 dehumidifiers in. Its Fall youre asking me to put the air that low with a child in the home but okay and when the child told me that they were cold yes I put the air on 73. I asked to be let out my lease because if it had to be some type of treatment which it seems it had to be I needed to get my family out. When the dehumidifiers were removed my windows were not open when the property manager came. The reader had gone back to 61% she took a picture and so did I. My biggest issue is not what has taken place after I reported the mold my issue is what caused the mold to begin with which seems like the point that is missing is that their unit was not properly working in *****. Maintenance also advised that they could not use the word mold it had to be called organic growth. I did not cause this issue if the wire had to be rewired! I was told I could just wipe it off. How convenient and rude is that. I literally have to start over with certain pieces of furniture.  I have a lot more pictures to prove it need be. 

  
  
  
  

  

  Business response

  11/07/2024

  To Whom This May Concern,
  
  My original response is below.  Nothing was mentioned about a leak per Ms. ******* response below.

  The suspect growth was organic growth which was inspected by a professional experienced restoration company; ******** Restoration.  They advised since it was organic growth, the personal property could just be wiped down with a wet cloth.  The report from ******** Restoration again explains the incident was 100% caused by the resident.  It was witnessed by several parties on each visit her windows were open which is the cause for not allowing the humidity to decrease.
  
  With the smart home features to the thermostat, we are able to see the fluctuation in temperatures in the unit. Ms. ****** states that keeping the temperature at 70 is unreasonable however prior to our visits her temperature would fluctuate between 70 and 73 degrees that she controlled herself. Our request to resolve her concern to keep the air at 70 degrees was not unreasonable and should have been a comfortable setting to what she was use to.
  
  Ms. ****** will be responsible for the lease break fees.  Her account will be turned over to collections on 11.30.24 and all arrangements for payment will be between her and the third-party collection company.
  
  Any additional questions please let me know.
  
  Thank you,

  Customer response

  11/08/2024

   I am rejecting this response because:
  
  To say that my belongings can be just be wiped down is unrealistic. The ********** was sent after the damage had been done. I was advised by my doctor to keep my windows open and get out of that apartment. Never in my lease did say I couldnt open my windows. I figured I would be blamed when the original problem that is being missed is that the maintenance man for the property stated that the wiring was NOT correct in the apartment and then he rewired correctly.  I left for my health & the health of my family and to be penalized for that isnt fair but expected.
  

  Customer response

  11/08/2024

   I am rejecting this response because:  To say that my belongings can be just be wiped down is unrealistic. The ********** was sent after the damage had been done. I was advised by my doctor to keep my windows open and get out of that apartment. Never in my lease did say I couldnt open my windows. I figured I would be blamed when the original problem that is being missed is that the maintenance man for the property stated that the wiring was NOT correct in the apartment and then he rewired correctly.  I left for my health & the health of my family and to be penalized for that isnt fair but expected.

  *******, 

  Good morning can you also add this to compliant 

   

  I didnt even open the windows until halfway thru this incident and that was because nothing was improving. Why did they take the humidifiers away so quick?? Because the humidifiers would indicate what was going on which was a large amount of water continuing to accumulate even with all the recommendations being adhered to being.

   

   

  Thank you

  
  
  

  
  

  

  Business response

  11/10/2024

  Hi,

  ******** Restoration has provided detailed information on the inspection of the home indicating the organic growth caused by the resident can be wiped off.  This is a Restoration professional who handles these incidents on a daily basis.  Ms. ****** is welcome to contact ******** Restoration for more clarity on their findings.  

   

  Thank you,

  The Station at Poplar Tent Management

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since moving into the property, we have experienced several ongoing issues, many of which remain unresolved despite our repeated attempts to seek assistance from management:Our refrigerator ices over, causing food to thaw and refreeze, making it inedible. Despite submitting maintenance requests, this issue has not been resolved. Due to the lack of response, we were forced to purchase a new refrigerator at a cost of over $1,400.We have dealt with consistent pest problems. Although I submitted multiple requests, pest control visits have not happened when told. As a result, I purchased pest control products out of my own pocket to deal with the ******** daughter, who has an emotional support dog recommended by her doctor, has been attacked or charged by unleashed dogs on multiple occasions. These incidents have occurred directly outside our front door and within the community, causing her significant anxiety. These experiences have heightened her mental stress and have made it impossible for her to walk her support dog or enjoy time outdoors safely.Another inconvenience has been the inflated water bills, mainly due to charges for irrigation. We are being charged for an inflated bill that does not reflect our actual water usage. The billing process itself has also been frustrating. While the first bill was eventually credited correctlyalbeit latethe most recent bill was credited incorrectly. When I inquired about the discrepancy, I was given an unsatisfactory explanation, and the issue remains unresolved.Despite my attempts to resolve these issues with management, the lack of response, communication, and action has caused significant frustration and stress. Given the negative impact these unresolved issues have had on our familys well-being, I am requesting to be released from our lease without penalty or further obligations. We need to find a home where we can feel safe, secure, and valued as residents, which Carolina Crossing has not provided.

  

  Business response

  10/14/2024

  To Whom It May Concern,
  
  Thank you for bringing Mr.******** concerns to our attention. We appreciate the opportunity to provide further information and address this situation. We take resident feedback seriously and are committed to ensuring a positive living experience for everyone in our community. Id like to address the concerns outlined in the complaint.
  
  Refrigerator Repair:
  We sincerely apologize for any inconvenience Mr. ******* has experienced with his refrigerator. Our maintenance supervisor works hard to address repair requests promptly. After we were informed that the initial repair attempt didnt resolve the issue, a warranty claim was submitted. With new construction, this process can sometimes take longer than our usual 24-hour completion window, as scheduling is handled by an external vendor. The repair was scheduled for September 18th, and Mr. ******* was notified via email. Our Maintenance Supervisor also visited Mr. ******* to discuss the appointment. However, prior to the scheduled repair, Mr. ******* informed our Assistant Manager that he had resolved the issue himself by obtaining a new fridge. The appointment for the repair has since been rescheduled for October 18th.

  
  Unleashed Dogs in the Community:
  We understand that unleashed pets can be a concern, and we take this matter seriously to maintain a comfortable environment. Our community policy requires all pets to be leashed in common areas. We received an email on September 19th regarding two of Mr. ******** neighbors dogs allegedly attacking his child. Unfortunately, during that time, the property experienced catastrophic flooding, which impacted several residents, including our office. This emergency, along with a lack of internet access, delayed our response to his email. Before we could reply, Mr. ******* visited the office regarding a transfer to a sister community, and the team discussed the dog issue with him. We promptly reached out to the neighbors involved to gather additional information. They reported that they did not witness an attack and were not informed of any incident, nor was the police contacted. Our Community Manager reminded those residents about the leash policy, and weve also sent out community-wide reminders. Our on-site staff will be monitoring unleashed dogs, and we encourage residents to report any violations directly to our management office for prompt action.

  
  Pest Control Service:
  Regular pest control services are part of our commitment to maintaining a clean and pest-free environment. We regret any inconvenience Mr. ******* has faced regarding any pest issues. His home was scheduled for treatment on August 21st and September 4th. According to the pest control technician, they arrived but were unable to treat the interior as Mrs. ******* did not permit entry, so only the exterior was treated.

  
  Water Billing:
  We recognize the importance of clear and accurate billing concerning water usage. Management is actively working to address the issue of incorrectly installed water meters by coordinating with both the utility company and the landscapers. We want to ensure that water meters are properly calibrated to accurately track usage. We are committed to providing transparent and fair billing for all utilities, and we are more than willing to review Mr. ******** account to make any necessary adjustments.
  
  Thank you for your understanding, and we appreciate your patience as we work to resolve these matters.

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After submitting my 60-day notice, nobody came for the scheduled move out inspection. I vacated the unit, returned my apartment and mailbox keys to the assistant manager, and assumed all was in order. Several months later, I was shocked to learn I had been sent to collections for alleged damages to the kitchen countertop and bathtub, as well as cleaning fees for not providing proof of professional cleaning upon move-out. This was both confusing and alarming, as I was never provided with any itemized documents, photographs, or receipts detailing these claims.I explained over the phone that the damage to the kitchen countertops resulted from ongoing plumbing issues, for which maintenance had been called multiple times. On one occasion, my neighbors plumbing backed up into my kitchen, causing significant water damage while I was away. As for the bathtub, I received no explanation whatsoever regarding the alleged damage. Additionally, my lease contains no clause requiring professional cleaning, and I was told this was merely "implied," which is entirely unprofessional.I escalated the issue to ********, the Property Manager, who agreed to cancel the $800 collection charges for the countertop and bathtub in exchange for forfeiting my security deposit and paying an additional $68 cleaning fee. I complied with this arrangement.Several months later, I was contacted by a new collections agency requesting payment for the same $800, despite the charges being canceled. When I called Preakness Apartments, the assistant manager apologized, attributing the error to a switch in collection agencies, and assured me the matter was resolved.I believed this issue had been fully addressed, but I have now discovered that these charges remain on my rental history, which is preventing me from securing new housing. I am urgently seeking a resolution to this matter, as it is causing undue hardship in an already competitive housing market.

  

  Business response

  10/10/2024

  ************* moved out of Preakness Apartment on 10/20/2023 at the end of her lease term.  Although Hawthorne Residential Partners no longer manages Preakness Apartments the Regional Manager returned Ms. ****** call that same afternoon of 10/9/2024.  Ms. ***** was calling to dispute a balance on her credit report.  After a review of the residents ledger and discussions with ********, the Regional Manager confirmed that the balance to Preakness Apartments had been paid in full.  Corrections had been made to the ledger when ******** contacted the **************** and that the account ledger reflected a zero balance.  The collection agency had not corrected the balance as requested which resulted in the balance reporting to Ms. ****** credit report. The Regional Manager provided Ms. ***** the phone number for ****** ******** and her phone number to follow up.  Ms. ***** contacted the Regional Manager later that afternoon to let her know that ****** ******** provided her with a letter confirming that the balance was satisfied, and the balance would be removed from her credit.  The Regional Manager asked for Ms. ***** to forward the letter from ****** ******** as confirmation.

  Customer response

  10/10/2024

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

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since I have moved into my unit the bedroom window has been leaking heavily from everywhere around the window frame when it storms. It has been now 3 months of this happening. The process to get it fixed in my opinion has been way too long drawn out and no resolution has yet to happen. Yesterday (8/31) they made the repairs to the outside of the window. It is storming today and its now leaking more than it ever has. Based on the window frames current condition its obvious this is not a new issue for the window. Rather it looks like years of continuous covering up an issue rather than fixing the actual problem. And this seems to be what is still going on. Again, its worse now after they made their repairs. The complex has offered to put me in a new unit, at a higher rent but I have declined that due to budget reasons. Id really just like the window properly fixed. And at this point the carpet probably needs replaced as well. They obviously did not do that before I moved in anyways based on how filthy it was.By this point mold has got to be somewhere. Any help to my issue would be greatly appreciated. Thank you. My name is *********************** and can be contacted any time at ************.Thank you.

  

  Business response

  09/09/2024

  Hi ****************,
  
  Thank you for reaching out concerning the window and our whole team would like to apologize for the delay while we were diagnosing the issue and collecting bids for repair.  We thought the in house repairs were sufficient on July 9 after it was reported to us on July 8 then again after it was addressed by our Service Supervisor on July 15 when you reported it was still leaking.  I understand that even after it was repaired by the external contractor you still experienced a leak over that weekend.  Our hope is that it is now fully repaired after we brought the contractor back for additional repairs last week.
  
  Our team is happy to review any additional internal repairs now that the source of the water has been addressed. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hawthorne at the Pointe: Black mold was growing on our bathroom ceilings quite regularly. We would submit a maintenance request and wait several days before anyone would "take care of the issue", they would use bleach on a rag and rub the mold off. After a few weeks, the mold would inevitably grow back. After months of this ongoing problem, they told us the corporate team would come check it out. This took a few weeks and eventually the corporate team walked through our unit and took a bunch of pictures and we never heard anything else. We went home for a vacation and when we returned, the mold problem had expanded and the majority of our bathroom ceilings were covered in black mold. In addition, the ceiling in the downstairs bedroom was dripping water and had a giant crack in it. To top it all off, water starting leaking from an electrical outlet downstairs. When we submitted a maintenance request, the team at the office told us they had been made aware of this issue and the mold was "not the poisonous kind". We were told to stay in our unit and we started experiencing mold sickness symptoms. After several days of phone calls and emails with little response, they finally agreed to put us up in a hotel due to the toxicity of the mold. After a few more days, they hired a remediation team to clean the unit. When we returned to the unit, the mold had been scrubbed off but the outlet leaking water had not even been taken off the wall and the crack in the ceiling was still leaking. Letting us know the true problem had not been taken care of and the unit was still unsafe due to the high moisture levels in the walls. We consulted with electricians who said our unit was at major fire risk due to the water in the ********* has now been over a week that we have not been able to be in our unit and they have not done anything to fix the true problem. We are now asking to be let out of our lease due to the lack of a habitable environment and they are refusing to do that.

  

  Business response

  08/29/2024

  The initial service request regarding suspect growth was reported on July 2nd at 8:53 AM and was resolved by our in-house maintenance team by 11:51 AM the same day. A second request concerning an issue with the outlet was made on July 28th and was completed on August 5th. On August 13th, another service request was filed for suspect growth, and a professional remediation company was scheduled for August 16th.On August 21st, the residents reported water dripping from their outlet and bathroom ceiling. Our team responded within an hour and found no signs of water accumulation in the outlet, with a moisture reading showing no indication of moisture. The resident, who was home at the time, mentioned that they had only spoken to an electrician over the phone when asked about the presence of water.When requested for the electricians report, they provided a snapshot from a ****** search. Regarding the water in the bathroom, the resident clarified that it had come from the exhaust fan, not a crack in the ceiling. All areas of concern were addressed, with the residents present during our most recent inspection. They observed the removal of the outlet cover, reviewed the moisture readings, and witnessed the use of infrared technology to examine the wall where the outlet is located. During this inspection, they also clarified that there was no crack in the bathroom ceiling.

  Customer response

  08/29/2024

   I am rejecting this response because: As seen in the attached screenshot, this has been an ongoing problem for the past year. We first submitted a request that there was mold growing on 7/9/2023. This has continued to be a problem for the past year that has never been solved. The reason I called an electrician was because there was water leaking out of an electrical outlet and Hawthorne was doing nothing about it. After consulting an electrician they told us it was extremely dangerous to keep living there. When we elevated this to Hawthorne, they asked us to send them proof that it was a problem. I told them we were told by electricians that they had to be hired through the complex and they continued to do nothing about it. I shared the ****** screenshot in hopes that they would finally do something about the dangerous situation and hire their own electrician since we were unable to and they once again did nothing. They came to walk through our apartment and DID NOT take off the electrical outlet but scanned the room with an infared attachment on an Iphone and looked to see if the leak was coming from outside. They let us know they didn't see any moisture and let us know that their did not seem to be any water coming from outside the apartment. When they said this was "great news" I was taken aback because that was not actually solving the problem and was still leaving us in a dangerous situation. If they would have simply called any electrician, they would have been told the same thing. They did not do anything to fix the leak in the bathroom or the crack in the BEDROOM ceiling. Corporate has continued to ignore our email for over a week to let us out of our lease even though our apartment has been inhabitable and we have been unable to live there for almost a month now. Their "solutions" are completely unacceptable and they have continued to ignore the root cause of the problem that is not only impacting our unit, but all the units around us. In addition, our dryer has been leaking water and they still have done nothing about it.

   

  
  

  

  Business response

  09/16/2024

  Thank you for your response.Our Regional Director of Maintenance and Property Improvements Manager visited the property and conducted a moisture reading using a moisture meter. During their inspection, the outlet cover was removed, and no moisture or visible signs of water were found. It was noted that the reported crack was in the bathroom, not the bedroom. After a follow-up report indicating that the crack was in the bedroom, a vendor inspected the area and concluded it was caused by tape damage. However, there was still no active leak, and the initial report was for a leak in the bathroom. New dryer vent caps were installed to address the issue of water in the dryer. Any delays in response were due to efforts to resolve the problems and concerns, not to cause any inconvenience. A lease termination agreement has been completed.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good morning my name is *************************. The reasons I get in touch with BBB. We are having issues at an apartment complex they are taken some of the deposit money for issue we reported to them. They didnt attention to it as they were supposed to. Maintenance wouldnt come but put down on the ticket they had been to our apartment which was a lie due to us putting our alarm on. So we know they didnt stop by. Our AC would go out every month. Mold , roof leaking, black dust coming out of the vents horrible dust which maintenance said that was normal. Which I dont see how thats normal at all. My new born and 13 year old and I was getting sick constantly when we would blow our noise black stuff would come out. So to the maintenance it was normal.

  Customer response

  08/28/2024

  Hawthorne at bay forest apartments 

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

  

  Business response

  09/05/2024

  Thank you for bringing this matter to our attention. After carefully reviewing the concerns raised regarding the carpet cleaning charge, which was linked to a previous leak, we took immediate action to rectify the situation. The $55 carpet shampoo fee has been removed, resulting in an updated refund amount of $797.18. This refund has been processed.
  If you have any further questions or require additional assistance, please feel free to contact the Community Manager directly at *************************

*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. ↩