Complaints

This profile includes complaints for HSL Properties, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HSL Properties, Inc

  3901 E Broadway Blvd Tucson, AZ 85711-3452

  
• 

  HSL Properties, Inc

  11105 N. 115th Street Scottsdale, AZ 85259

• 

  HSL Properties, Inc

  720 W Oneil Dr Casa Grande, AZ 85122-1166

• 

  HSL Properties, Inc

  3901 E. Broadway Blvd. Tucson, AZ 85712

  
• 

  HSL Properties, Inc

  600 N Pantano Rd Tucson, AZ 85710-2370

  

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:08/27/2025

  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.

  “My right to quite enjoyment”
  Update on this respond to this email. They walked inside the apartment and said Maintenance will clean the vents which we know that’s not gonna resolve the problem. I asked where on the lease does it say that residents are allowed to smoke inside the apartment. And their answer was it doesn’t say. But they Verbally saying that residents are allowed to smoke inside their apartments
  
  Attention: Management
  From Apartment 103. I ***** * **** consent for my niece ******* ******* to advocate and speak in my behalf. I am disabled. And on section 8.
  My right to "quiet enjoyment” the cigarette ?? the smoke is interfering with my ability to live peacefully in my home. The cigarette smoke is coming through my vents. I thought the problem was the upstairs resident, but it is the next door neighbor from apartment 104. When the resident opens the door the cigarette smoke comes out. The community needs to enforce the community rules with no smoking inside the apartment. There is a lot of common areas with picnic tables were residents can go and smoke and not be a nuisance with violating the right for quiet, peaceful enjoyment in side my apartment. My stress and high blood pressure level has increased because of this issue inside my apartment. I have a letter from my doctor as well, stating that this is causing health issues. Management has not done any inspecting of the property for the smoke source. I have complained numerous times and the landlord has not come by my apartment to smell the smoke. The last time I spoke with Management A month ago. She said she would look into speaking with the supervisor, but I have not been notified of nothing yet. And she offer to transfer to another unit. Transferring to another unit is not a resolution. Management does not realize how hard it is to move and moving to another unit does not guarantee that the issue will be resolved because the complex allows residents to smoke inside their apartments.

  

  Business Response

  Date: 09/04/2025

  We take all resident concerns and requests with the utmost
  seriousness. Upon receiving this request, we conducted multiple inspections;
  however, the source of the issue has not yet been identified. We will continue
  to work diligently with the resident to reach a resolution. We sincerely
  appreciate the resident’s patience and understanding throughout this process,
  and we apologize for any inconvenience this matter may have caused. Please be
  assured that we remain committed to resolving the issue as promptly as
  possible.  If there are any further concerns, please don't hesitate to
  contact Canyon Oaks office directly.

• Initial Complaint

  Date:05/22/2025

  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 2/2/25, my roommate and I paid $125 each, for a total of $250, to The Flin Apartments, which is owned by HSL Properties, for a waitlist agreement. The waitlist agreement states "I understand that beyond this date/time, this becomes non-refundable except in the case of application denial or non-availability of this unit type for desired move-in date, in which case I will be notified." We specifically requested a B2.1 unit available for move-in 7/24/25. The apt. management called to tell us a B2.1 was available 8/7, which does not fit our move in date. We said no to this unit. They then offered a more expensive 2 bed (not a B2.1) for 7/19 and informed us that it was "unlikely" a B2.1 at our price range would become available by 7/24, even though when we originally talked in Feb. they said one would likely become available. This led my roommate and I to seek other housing, while also assuming they would reach out with more options if available. We didn't get back to them, but they said in an email that they would not hold the 7/19 apt. for us anymore, settling that matter. We then found another home, and called to say we wanted to get our waitlist fee back, and they said they have more apts. available now that they never informed us about, so we are not eligible for the refund since they can accommodate our "unit type and move in date" request. However, this new unit is not available until 7/27, and is still not a B2.1, so it does not accommodate our request per the agreement. They refused the refund, leading us to believe this is a classic bait and switch business practice. They have 60 days notice for leases, so one might still become available in the next few days, but they said it was still unlikely this would happen. They claim they do not guarantee "unit type," even though our agreement says a B2.1 apartment home (unit type) is requested. They clearly can't accommodate our request, and will not refund our money even though it violates the waitlist agreement.

  

  Business Response

  Date: 05/28/2025

  Our team has completed a thorough review of your rental
  account, and we would like to clarify that no rent charge was applied for May
  2025 at Encantada Canyon Trails. Please note that when a resident moves out,
  the resident portals are updated after we finalize the deposit accounting. We
  have confirmed that you were only billed for 12 days of prorated rent in April
  2025, which is correct according to your lease agreement. We understand that
  these matters can sometimes cause confusion, and we sincerely apologize for any
  misunderstanding. Your satisfaction is extremely important to us, and we
  greatly value your loyalty as a resident. Thank you for being part of our
  community. We wish you all the best in your future endeavors.

  Customer Answer

  Date: 06/13/2025

  Hello,

  
  

  This serves as my response to the most recent message for this complaint. In response to the complaint above, the business (HSL Properties) reached out to me via phone on May 29th, not 28th, at 520-257-3303. However, this was the second day of my new internship and I was in onboarding and training all day, unable to use my phone. I have since reached out to HSL properties, as they left a voicemail. I called again, also on May 29th after work, but they did not answer. My roommate (who paid the other half of the fee we are seeking a refund for) also called three times, and left a voicemail each time, and they still have not responded to us. Attached are screenshots showing our returned calls to them. 

  
  

  It is clear this business does not care about resolving the issue, they only called once and have not been in touch since, despite our repeated attempts to call them back. So, the message they sent to you (the Better Business Bureau), is misleading, seeing as how the message stating they contacted us was posted on June 9. We have tried contacting them multiple times (four) before this date.

  
  

  I would appreciate continually working with you to get this resolved and receive a refund from the business. 

  
  

  If you need anything else, please email, call (423-930-7203), or use the online portal for the complaint. 

  
  

  Thank you,

  Luke Lawson

  

  Business Response

  Date: 06/30/2025

  This
  matter has been handled internally. The refund was processed and mailed to the
  address Luke provided during our phone conversation on June 16, 2025
  

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived at this complex from Dec 2016 - March 2025. I've paid all the charges for March 2025 Rent, April 2025 1/2 Rent, and for breaking the lease and APS I pay separately, "I'm very much aware," and I didn't have any questions regarding any of this AT ALL. My question was for May, when I spoke to ******** ******** on 4/14/2025, who is ******************* Director for Encantada Canyon Trails located at ****************************************************. She did not listen to my question, she was unable to give any liable justification as to why I am seeing charges on a website that shouldn't be there. Her demeanor was very unprofessional. I had to repeat myself several times. I refund is required for charges of May 2025.

  

  Business Response

  Date: 05/28/2025

  Our team has completed a thorough review of your rental account, and we would like to clarify that no rent charge was applied for May 2025 at ***********************. Please note that when a resident moves out,the resident portals are updated after we finalize the deposit accounting. We have confirmed that you were only billed for 12 days of prorated rent in April 2025, which is correct according to your lease agreement. We understand that these matters can sometimes cause confusion, and we sincerely apologize for any misunderstanding. Your satisfaction is extremely important to us, and we greatly value your loyalty as a resident. Thank you for being part of our community. We wish you all the best in your future endeavors.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of La Encantada Continental Reserve on 12/8/2024. I cleaned the apartment and made a video of the entire apartment. There was no damage to the apartment and I made a video of the property. I was not notified when the management would be doing the move out inspection so that I could be present. Approximately 2 weeks later, I received a final billing statement stating that I owed $1200 to replace a sliding patio door that had a huge hole in it. Their proof that it was my apartment was simply a photo of the number plate outside. In their photo of the damaged door, the color reflection is a reddish color. My accent wall was green. Obviously, it is either another apartment, or work had already been done in there and the accent wall painted another color and the workers damaged the door, if in fact it was my apartment. In my video and still shots of the video, taken 5 minutes prior to going to the office and turning in my keys amd fobs, there is clearly no damage and no reddish/purple color reflection. Either one of the properties employees or contractors is responsible or it's a stock photo that they send to charge false damages. I immediately called and asked to see the damage but conveniently it had already been replaced and the apartment leased. If it was repaired and leased that quickly, then why was a 60 day notice to vacate required and I was billed for the 8 days because I only provide 52 days notice? This place is unethical and the property was in disrepair the entire 2 years I was there. In the photos attached, you will see their "damage" and my still shots from my video. If I did it, I'd pay for it. Do not live here.

  

  Business Response

  Date: 01/20/2025

  We
  have thoroughly reviewed the dispute and stand by the charges assessed at
  move-out. Our final inspection, conducted on December 16, 2024, documented
  clear damage to the sliding patio door. Per standard protocol, our team takes a
  series of photos throughout the apartment during an inspection, beginning with
  the apartment number plate. These photos show clearly the damage to the sliding
  glass door in questions. As for the red reflection seen in the still images,
  this is due to our staff's red uniform shirts worn. If you have any question or concerns, please feel free to contact the leasing office at your earliest convenience. 

   

  

  Business Response

  Date: 01/22/2025

  While
  videos are not part of our standard inspection procedure due to storage
  limitations in our property management software, which is why one was not taken
  at move-out, additional video documentation was obtained in response to this
  dispute. A video taken on January 20, 2025, begins with the apartment number
  plate and continues in an unbroken recording to the patio door. This video
  clearly confirms the same damage that was documented in the time-stamped photos
  from the inspection on December 16, 2024.
  The
  photos provided by the Customer in this dispute are not clear and do not
  adequately disprove our findings. Notably, the screenshots submitted of the
  opposite side of the door are perfectly clear, while the images of the actual
  area in question lack the same clarity.
  Records
  also confirm that no one from Encantada Continental Reserve entered the
  apartment between the time keys were returned on December 8 and the final
  inspection conducted by management on December 16.
  The
  statement that the door was already replaced was a miscommunication—while it
  had been ordered, the replacement was still pending. We apologize for any
  confusion this may have caused.
  We
  stand by the accuracy of our inspection records and the associated charges.
  

  Customer Answer

  Date: 01/27/2025

  Now you want to change your story about the door having already been replaced? Then why was I denied the request to insnsoect the damage? You are engaging in false and fraudulent tactics. Those images i orovided are clear enough! If there was a hole in the door when I made that video, you would see a larger dark spot on the door. THERE WAS NO DAMAGE WHEN I MOVED OUT. THAT DAMAGE WAS DONE BY YOUR MAINTENANCE STAFF OR A CLEANING CONTRACTOR, AND THEN BLAMED ON ME

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The thermostat on my oven was defective and maintenance was going to order the part to repair. Instead, they opted to replace the entire unit. However, they put in a smaller stove that is white. My refrigerator is almond, the dishwasher is black. I don't want 3 different color appliances. I want the the correct size oven in either almond or black. Maintenance also took my oven thermometer and switched it with their own old one. I would like to have mine returned since I don't know how accurate their's is.
  Management (I spoke with Elizabeth) claims that as long as the new stove functions, that it doesn't matter that it is the wrong size/color. I am expecting a return call with the manager but I am never able to get any conflict resolution and I have lived here for 30 years.

  

  Business Response

  Date: 12/16/2024

  On December 11th, you
  reached out to us regarding the new stove that was recently installed in your
  apartment. A replacement stove was provided because the part required to repair
  your previous unit was on backorder and expected to take approximately 10 days
  to arrive.
  During our discussion, you
  expressed a preference for either having your original stove returned or
  replacing it with a new stove in almond color. We informed you that,
  unfortunately, almond-colored stoves are no longer available. As confirmed in
  your conversation with our team, your original stove will be returned to you
  once the necessary part arrives, and the repair is completed.

  Customer Answer

  Date: 12/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22672347, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Maryanne Kutz
  
  
  
   
  

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  the worst move in experience ever. these people moved me into an infested building without telling me. I just unpacked all my stuff and after being here less than a week I have to pack everything back up and vacate with no where to go because these irresponsible selfish and greedy people.moved.me into a building right before it needed to be treated. how am I here for less than a week and I need to vacate for this place to be fumigated. and I have online class and a pet that day. not to mention these people said It would be a 15 minute inspection then changed it to fumigate the whole place and charging us if we don't remove everything out of a studio with barely any space and cover it with plastic. This comes after four men tried to gain entry days after i moved in without any notice because management lied and pretended like the building is ready to inhabit and didnt provide notice of fumigation services. Furthermore I have severe eczema and a elderly dog with breathing issues and all of my stuff is being contaminated with irritants not safe for either one of us. I just spent all of my money moving here and I would have not had proper disclosure taken plac.e now my health is comprised. Lastly management has ignored all emails and calls. ****** ignored all emails after the lease was signed and my money deposited. No one has tried to rectify the situation. Now it's the morning of and I have no choice but yo be on the street with my dog. Miss my classes. And suffer negative health consequences. Meanwhile management ignores all correspondence. It appears I have to request government intervention.

  

  Business Response

  Date: 12/03/2024

  We sincerely apologize
  for any inconvenience or miscommunication. A team member has contacted Ms.
  ******* **** ***** and is waiting for her response regarding a suitable day to
  meet in person and discuss any concerns. We greatly appreciate Ms. *********
  understanding and her willingness to collaborate throughout this process.

  If
  she has any additional questions or concerns, we encourage her to contact The
  ******* Office directly.

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 30, 2023
  
  This company is corrupt. If they expect a spotless apartment when you move out then why don't they clean it when you move in. The apartment was so saturated with cigarette smells. I was never able to use the ceiling fan in the bathroom ashes would fall down. The carpet smelled so bad of cigarettes. I was told this was a non-smoking apartment. Now they want me to pay to replace the carpet. Shouldn't that have been done after the last tenants that smoked in it. Why should I have to live for a year under those conditions and pay for you to replace the carpet. I am battling breast cancer and this is the last stressor I need right now.

  

  Business Response

  Date: 11/22/2024

  Jennifer Grosstick recently moved Out.  HSL
  Asset Management conducts Move in and Move Out inspections with every
  tenant.  The Move In inspection for Unit does not note any issues
  with the carpet at Move IN.  During the course of our Move Out inspection
  the carpet had a bleach stain in the middle of the floor in addition to another
  room with multiple stains.  We had Carpet Express come out and inspect the
  carpet to see if it could be cleaned and restored.  Carpet Express
  indicated due to the bleach stain and other stains the carpet can't be cleaned
  and needs to be replaced.
  
  Regarding, smoke smell prior to all tenants moving in HSL Asset
  Management conducts walk thru to identify items.  If there was a smoke
  smell in the unit it would have been treated for smoke and the interior would
  have been repainted.  This is our normal course of action for units that
  tenants have smoked inside a unit.  In addition if this item was
  identified at Move In it would have been noted and corrected.  In addition,
  Jennifer Grosstick did not submit any work request for Smoke Smell in her
  unit.  If a work order would have been submitted this item would have been
  addressed and resolved.
  Thank you
  

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HSL Properties (Skyline Gateway) is charging me 2 months rent plus an array of cleaning charges (mostly bogus/total of $2,406.71) for breaking a lease on an apartment that leaked water through windows, walls and ceilings every time it rained (monsoon mainly). They pretty much refused to do anything about it until I gave my 60 day notice. Took their "experts" 4 visits to find the leaks. Hasn't rained since so the jury is still out if it's fixed. But I was done with them after almost 3 years of complaining. Also concerned that there's mold in the walls. Apartment flooded completely before I rented it (I discovered that fact after I moved in). I believe HSL properties is breaking / broke Arizona's Implied Warranty of Habitability. I should not be forced to stay in an apartment with structural damage just to avoid breaking the lease. HSL knowingly rented me an apartment with real issues. Mine wasn't / isn't the only apartment at this complex with flooding/water problems.

  

  Business Response

  Date: 10/14/2024

  We apologize for any
  inconvenience you have experienced. We understand that Lorraine was able to
  speak with the staff and go over her concerns. We have removed some of the
  cleaning fees. We encourage Lorraine to contact Skyline’s Leasing Office with
  any questions or concerns. Thank you.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple attempts contacting Estancia apartments about the mold problem and water damage in the master bathroom. I have been told it’s just mildew and that they can resurface the tub which does not deal with the issue at hand. The tiles are cracking and the tile that came out presents that there is water below the tiles that is crumbling the sheet rock behind the tiles. The water damage has destroyed the bottom half of the door panel. There is also water damage in the main bathroom that is above the shower. The paint is peeling and bubbling. Please remedy this for us.

  

  Business Response

  Date: 07/08/2024

  Thank you for reaching out regarding the repairs
  to your apartment. Our maintenance team has investigated the areas of concern,
  and there are no leaks. It has been recommended that resurfacing be completed
  along with repairing the tile in the shower. The leasing office has spoken with
  you regarding the recommended repairs, and you have not agreed to the work or
  signed the waiver needed to complete the repairs. The maintenance team will
  replace the bottom portion of the door and inspect for any further areas of
  concern. Please feel free to contact the leasing office with any other concerns
  or work orders that may be needed.

  Customer Answer

  Date: 07/15/2024

  my name is not Debbie and I do not live at Somerpointe apartments. Ideally if we were to transfer to another apartment, we would appreciate it being at the same rate we are currently paying. If that is not ideal then maybe a courtesy hotel that allows pets for a night would be greatly appreciated.

  

  Business Response

  Date: 07/17/2024

  Thank you for following up regarding work
  orders for your apartment. The team has addressed all the concerns, including
  replacing tiles, repairing door panels, and addressing paint concerns. Our team
  has conducted a thorough investigation of moisture, and it came back clear.
  Please don't hesitate to contact our leasing office if you have any work orders
  that need attention or have further questions or concerns.  
  

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been living at Sycamore Creek Apartments for 4 years and every year and every monsoon season my apartments flood, my sandbags get taken away and my closet becomes flooded. I was advised that the structure is uneven and the water when it rains comes under the structure and floods our entire apt. I have a 76 year old bedridden mom in my house and she cannot be moved. I have repeatedly ask to be moved at sycamore creeks expense and ask for discount on my rent and nothing. They pay to have my house dried out but I have to pay the electric bill associated with that dry out. I would like some restitution.

  

  Business Response

  Date: 07/05/2024

  We apologize for any inconvenience you have experienced. We understand
  that Ms. Walker met with the staff on 7/3/24 and has taken the necessary steps
  to address her concerns. We have shared potential solutions, including offering
  an on-site transfer. We encourage Mrs. Walker to contact Sycamore's Leasing
  Office with any questions, concerns, or additional needs that may arise in the
  future. Thank you for calling Sycamore Creek home