Complaints

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

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  Hawthorne Residential Partners, LLC

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

  
• 

  Hawthorne Westside

  2235 Ashley Crossing Dr Charleston, SC 29414-5779

  
• 

  Meridian At The Port

  300 N Water St Mobile, AL 36602-4003

  
• 

  Inverness Apartments

  8816 Old Greensboro Rd Tuscaloosa, AL 35405-8809

  
• 

  Hawthorne Residential Partners, LLC

  2950 E North St Greenville, SC 29615-1859

  

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:07/09/2025

  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.

  Ongoing flooding thats been occurring since May every time we get heavy rain in ******, **. Residency offered 2 different units that are not as renovated as my current unit. They said they would fix the situation by July 4th and as of July 9th it is not resolved. Now they are saying there is no timeframe in fixing this ongoing situation as it is an emergency and safety hazard with me having my living room couch in the walkway to prevent it from damaging. It is now affecting my mental health and wellbeing as I am now stressed not knowing if it will be flooded when I return to my apartment, especially since I travel out of town a lot and have no one local to check on my apartment to see if it has flooded. They provided barriers where I believe had made the flooding worse. I have been very patient and understanding, but now it is beginning to be concerning if they are actually fixing the problem and want to accommodate since I pay my bills on time and has been a resident here since 2022.

  

  Business Response

  Date: 07/10/2025

  Dear Ms *******
  
  I apologize for the ongoing leaks as we determine where the water intrusion is coming from.  With the initial work order submitted Monday June 2 it was reported as a window leak and our team responded by recaulking and sealing the window.  Water intrusion was reported again on Saturday June 7. Our team further investigated the following business day and discovered the intrusion to be related to a drainage and grading issue externally.  Our team brought in outside landscape contractors for solutions, and it was determined a French Drain would mitigate the issue by this contractor. That drain was installed and unfortunately, we understand you experienced water intrusion again on Sunday July 6.  We have contacted the landscaper who installed the drain to come out and complete additional grading on July 10 and we hope this will eliminate the water intrusion.
  

• Initial Complaint

  Date:07/09/2025

  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 roommate and I moved into an apartment at 8000 Waters in mid-June 2025 and experienced a series of serious issues reflecting extremely poor business practices by management. These include misrepresentation of the unit, failure to provide agreed-upon terms, unprofessional communication, and charging us for services never received.Our confirmed move-in date of June 13 was changed without our consent to June 17. When we asked why, management gave conflicting stories to each of us, then later admitted it was their error. Just six days before move-in, we were reassigned to a different unit (from 140 to 112) without our input. We were told Unit 112 was a first-floor unit, but it is clearly on the second floor.The welcome letter incorrectly listed rent at $1804 instead of the agreed $1704, and both the lease and welcome letter had to be requested multiple times. Due to the last-minute unit switch, we were forced to set up and then cancel electricity service for Unit 140, resulting in ~$70 in avoidable utility costs.Upon arrival, Unit 112 was in unacceptable condition: strong paint fumes, hair and grime in the bathroom, unpainted ceilings, visible water damage, broken fixtures, leaking pipes, a malfunctioning thermostat, footprints on counters, and wasps in the patio area. The unit clearly had not been cleaned or properly inspected. Even weeks later, renovations were ongoing, and maintenance entered without notice.Despite repeated calls and emails, we received minimal response and only a $250 concession, which does not come close to covering the financial, logistical, and emotional toll. Weve asked whether our complaint was sent to corporate, but no confirmation was provided.We are seeking a formal resolution and appropriate compensation from 8000 Waters and Hawthorne Residential Partners for the disruption and damages caused.

  

  Business Response

  Date: 07/23/2025

  The resident moved in shortly after the new Community Manager (CM) began their role. Upon review, the ** acknowledged that while the unit turn was completed, it was not up to the communitys standard. These concerns have since been addressed. In recognition of the inconvenience and any associated fees, a concession was applied to the residents account as a gesture of goodwill.
  
  We sincerely apologize for any disruption this may have caused. Your comfort and peace of mind remain our top priorities.

• Initial Complaint

  Date:07/08/2025

  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 recently discovered that the air conditioning unit in my apartment is a 1984 R-22 system that is currently leaking refrigerant. While I understand that R-22 units are still permitted for use in North ********* the current condition of this unit is unacceptable and uninhabitable. It continues to leak and require repeated refrigerant refills, which is neither sustainable nor appropriate for a livable residence.I am requesting immediate attention to this matter, including a full replacement of the outdated system with a safe, compliant, and functioning unit.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this to our attention. All concerns are taken seriously, and we strive to resolve maintenance issues in a prompt and effective manner. Upon receiving the report of the air conditioning issue, our on-site maintenance team responded promptly to assess and address the situation.

  
  The Community Manager and Service Manager went to the home on7/8/25 at 10 am. It has been determined that although the system has been repaired, it is still not fully functioning.  The unit is on schedule for a full replacement and pending arrival of the new unit should be completed by 7/10/25. It is always our goal to maintain a high standard of living for all our residents, and we appreciate the opportunity to make things right when problems arise. 

• Initial Complaint

  Date:07/08/2025

  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 came home to my apartment to find a leak in my ceiling on May 22nd. I called emergency maintenance and they came to look at it and said they would address it the next day. I informed them I would be away for a few days which would give them ample time for resolution. However, I came back May 27th and I saw there was mold on the ceiling. There was no evidence of anyone coming into my apartment once I came back. I put in a request for that to be looked at but it was marked complete when it obviously wasn't. I called the office a few times, even went in once, and emailed multiple times and no one got back to me until **** 4th... The mold was finally dealt with **** 5th. It took 2 weeks to finally get fixed. I'm allergic to mold and wasn't able to stay at my place for a full 2 weeks. It's unacceptable as a tenant.I went in to the office on **** 6th to figure out why, they couldn't give me any answers. I also explained that I wasn't able to stay at my place for 2 weeks. When I ask for the manager's email I'm given the same one that I've been reaching out to that never responded until my third email.Timeline:May 22nd: Called maintenance for a late emergency concern. They saw the leak and said they will be back tomorrow.May 27th: Came back and saw nothing was done and mold was appearing. I put in a request and also emailed them.May 28th: Called the next day and they said they will be having maintenance come out to check.May 31st: I stopped by the office letting them know and I also sent another email.**** 3rd: I called and left a message. No call back. So I sent another email.**** 4th: This is when I finally received contact that it would finally be addressed!**** 5th: Maintenance finally fixed it.I don't want an apology, I want some form of compensation for time I was unable to safely occupy the apartment. I attempted communication with management but they havent been able to resolve let alone respond to my emails. I have documentation and photos.

  

  Business Response

  Date: 07/10/2025

  Hello,
  
  Thank you for bringing this to our attention. All concerns are taken seriously, and we strive to resolve issues in a prompt and effective manner. On May 22nd our maintenance team responded to the residents call in the evening and went to the unit and found that there was no active leak.  However, the ceiling was moist and had a water stain. On May 23rd maintenance went back to the unit and cleaned the drainpipes of the ** from the unit above as it was found to be the source. On May 30th maintenance checked the ceiling and confirmed that it was dry and treated the area. On June 4th maintenance went back and retreated and painted the ceiling after confirming again that it was dry. On June 4th the Community Manager and ******************* Manager called the resident to advise that maintenance was returning to the residents unit and left a voicemail message. On June 26th maintenance completed the 2nd quarter inspection and found no water stains or leaks. The resident was not present during any of the times we entered her unit.
  
  The Regional Manager called the resident with the Community Manager on 7/9/25 and the resident told them that she is seeing a water stain again.  We told her we were opening another service ticket and would have maintenance there on 7/9/25.  We offered to give her a $300 gift card for the inconvenience and will have it ready for her on Saturday when she turns in keys for her move out. We asked if there was anything we could do to extend her residency with us and sign a lease renewal but unfortunately, she is moving in with family as she can no longer afford to live on her own.  ******* thanked us and agreed for maintenance to return to her unit today.

• Initial Complaint

  Date:07/08/2025

  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 June 16, 2025 I submitted an application to rent an apartment at ************************************************, a Hawthorne Residental Apartment. I paid an application Fee and an administration fee that totaled $280.00. I was denied June 17, 2025 and was told I would recieve a refund of the administration fee which was $200, when I contacted ************************* Apartments for further details on the refund they explained that the refund will be a check which I wasnt aware of so I asked where the check will be sent. The address they provided me was the wrong address. They told me that it would have to go to their corporate office and to the owner and would possibly take 3 weeks max to recieve the check. Fast forward to July 8th I emailed ************************* Apartments and was made aware that the check was never sent out and it could take up to 60 days, which was not what I was originally told. I would like to have someone assist me with this issue and also allow me to give them the correct address.

  

  Business Response

  Date: 07/10/2025

  To whom it may concern,
  
  I spoke with ******** ****** on July 8th regarding the status of his administrative fee refund. During our conversation, he inquired about the timing of the refund. Upon reviewing his file in the Yardi system, I noted that his application was only denied on June 17th. I informed him that, typically,refunds take approximately eight weeks to be processed and issued by our corporate office.
  
  It is unclear who may have informed Mr. ****** that the refund would be processed within three weeks. However, I have reiterated to the team that all refunds generally require up to eight weeks for processing. This timeline accounts for the necessary approval steps, which include review and authorization by the Community Manager, corporate office, and ownership, before a check can be issued to the prospect.

  Customer Answer

  Date: 07/10/2025

   I am rejecting this response because:
  I was told on the date on denial that my refund would take 3 weeks at most. It was a debit transaction as well so it seems that the charge could have easily been reversed like most other businesses do. But I'm not here to argue practices of this business, the main issue is that I was told a check would be mailed within 3 weeks and now I am being told 8 weeks. 
  
  

• Initial Complaint

  Date:07/07/2025

  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.

  On July 5, 2025, I received a move-out statement from Hawthorne at *********** showing a charge of $2,698.69 for full flooring replacement. However, their own resident ledgerissued the same dayshows this charge was written off on June 30, 2025 with a note: "Write Off Charge Ctrl#********." The ledger shows a final balance of $0.00.Despite this, the company continues to contact me claiming I owe this amount. I fully paid all prorated rent and utilities as of June 3, 2025. The charge was internally canceled and documented. Management now claims the write-off was only for accounting, but they are still demanding the money.This creates unnecessary stress and a potential credit risk. I am asking BBB to help resolve this contradiction and ensure the company honors the official ledger and stops all collection attempts.

  

  Business Response

  Date: 07/08/2025

  The balance of $2698.69 is due. Ms. ******** was the first resident to occupy the apartment. When she moved out, there was excessive damage to the flooring that resulted in a full replacement. The ledger reflected the charge and yes, it does show that this was written off. The debt is still due.  The write-off was not to indemnify Ms. ******** of the balance due, it is the way our system reflects balances that are due that have not been paid. 
  

  Customer Answer

  Date: 07/08/2025

   I am rejecting this response because:
  
  
  
  
  
  
  
  Response to Business Complaint ID: ********
  
  
  Dear BBB and Hawthorne Residential Partners,
  
  
  I respectfully reject the businesss response.
  
  
  While the company acknowledges the charge was written off in the ledger, they now contradict that record by stating the balance is still due. This creates a clear conflict in their own documentation. A written-off charge that results in a final balance of $0.00 reasonably implies the account is closed or settled, especially when no new statement or invoice has been issued to revalidate the charge.
  
  
  Furthermore:
  
  
  I was not provided any proof of the alleged excessive damage: no inspection report, photos, or invoice for flooring replacement.
  There is no signature or agreement from my end acknowledging or authorizing this charge.
  Their explanation about the write-off being just accounting is insufficient to justify pursuing this balance.
  If its truly due, they should have followed proper legal channels, not contradict their own final ledger.
  
  
  
  
  This ongoing contact and contradictory messaging are causing unnecessary stress and potential financial harm. I ask the BBB to keep this complaint open, and I reiterate my desired outcome:
  
  
  A full explanation of the charges
  Immediate correction and closure of any attempts to collect this amount
  Confirmation that no report will be made to credit bureaus
  No further contact unless backed by legal documentation
  
  
  
  
  Sincerely,
  ******* *********
  
  
  

• Initial Complaint

  Date:06/20/2025

  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 terminated my lease in Oct 2024 due to being on military orders. I had my apartment professionally cleaned and left it in better shape than I received it in. I have tried since Oct 2024 to get my deposit back. I have made it clear on many occasions that I am active duty military and frequently travel for work. I finally received a check and they put a stop payment on it. This business is very poorly managed and borderline predatory.

  

  Business Response

  Date: 06/23/2025

  Check was re-issued and mailed out via *****. Tracking ID is ************ with expected delivery 06.24.2025 by 8:00 pm. 

• Initial Complaint

  Date:06/18/2025

  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 am a military spouse who lived at **************************************** from March 21, 2023 to January 2025. I vacated the unit early due to my husbands official military *** orders to *******. I notified the staff in person multiple times, returned the keys on January 24, 2025 (with photos), and provided my husbands military orders and LES. Despite this, they submitted a charge of $4,384 to collections for unpaid lease months (FebApr). They never gave me an itemized breakdown or proper written notice, and I had already moved out due to military relocation.I experienced rude and unprofessional treatment by front desk staff, especially after announcing my intent to move. My rent jumped drastically over time (from $1,400 to $2,100 month-to-month, then $1,700 on renewal) while neighbors with the same layout paid significantly less. I also overheard staff telling new tenants rent was negotiable this was never shared with **** provided documentation to both the leasing office and my credit agency and am seeking full removal of the charge from collections, a refund of my security deposit, and an internal review of how military tenants are treated. This apartment complex has since changed ownership multiple times during my lease, but communication and handling of military rights were ignored.

  Customer Answer

  Date: 06/28/2025

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

  I have reached out multiple times through email, including via email that I use to communicate with them as a resident. I put all of my contact information on the emails I have sent, I have not had any response nor any calls from them. 

  

  Business Response

  Date: 07/01/2025

  We appreciate the opportunity to respond to the complaint.
  After a thorough review of the account and supporting documentation, we have confirmed that the individual with military ordersthe complainants spouseis not listed as a leaseholder on the lease. As such, the Civil Relief Act does not apply in this case.
  The CRA applies specifically to individuals who are leaseholders.
  If the complainant believes there is an error in our records or has documentation to support a different conclusion, we are happy to review any additional information provided.

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because:
  
  
  
  I am rejecting the businesss response as it fails to acknowledge key facts and documentation already provided.
  
  
  The apartment complexs justification relies solely on the claim that my husbandwho received the military orderswas not listed on the lease, therefore dismissing the Civil Relief Act (SCRA). However, this argument ignores:
  
  The lease includes a military clause, which applies to service-related relocations.
  I, the leaseholder, notified the complex of the military relocation in January, returned the keys on January 24, 2025, and provided official military orders and LES as supporting documents.
  The keys were accepted without dispute, and I was given no further instructions, no itemized final charges, and no notice prior to the account being sent to collections in March.
  The business had every opportunity to clarify any leaseholder concerns at the time I vacated the property. Instead, they accepted the move-out and later submitted the charge with no warning, which I believe is an unfair and deceptive practice.
  
  
  My uploaded documents clearly show that military relocation occurred, that proper notice was given, and that the condition of the unit was documented at move-out. I am requesting removal of the collection and return of my security deposit.
  
  
  I remain open to resolution but cannot accept the current response as fair or complete.
  
  
  

  Customer Answer

  Date: 07/02/2025

   I am rejecting this response because:  
  I am rejecting the businesss response as it fails to acknowledge key facts and documentation already provided.
  
  
  The apartment complexs justification relies solely on the claim that my husbandwho received the military orderswas not listed on the lease, therefore dismissing the Civil Relief Act (SCRA). However, this argument ignores:
  
  The lease includes a military clause, which applies to service-related relocations.
  I, the leaseholder, notified the complex of the military relocation in January, returned the keys on January 24, 2025, and provided official military orders and LES as supporting documents.
  The keys were accepted without dispute, and I was given no further instructions, no itemized final charges, and no notice prior to the account being sent to collections in March.
  The business had every opportunity to clarify any leaseholder concerns at the time I vacated the property. Instead, they accepted the move-out and later submitted the charge with no warning, which I believe is an unfair and deceptive practice.
  
  
  My uploaded documents clearly show that military relocation occurred, that proper notice was given, and that the condition of the unit was documented at move-out. I am requesting removal of the collection and return of my security deposit.
  
  
  I remain open to resolution but cannot accept the current response as fair or complete.

   

  Additionally, I can provide proof that my husbandwho is active duty and received the relocation orderswas financially responsible for paying rent during the lease term. While his name may not have been listed, his military service and our relocation directly impacted the lease.

   

  This demonstrates that the military clause should apply, as the purpose of that clause is to protect military families experiencing government-mandated relocationnot just to protect technical names on paper.

  The lease itself does not require that the service member be listed by name to activate the military clause. It simply states that if I, the leaseholder, am seeking to terminate under federal laws such as the ***** I must provide proper documentationwhich I did. This clause exists to protect military families experiencing relocation. I provided PCS orders, LES, and proof of vacating the unit in accordance with the leases terms

  
  
  

  Hello,

   

  Im submitting this additional supporting document for my complaint against Integra River Run Apartments. This summary explains my legal protections as a military spouse under the Servicemembers Civil Relief Act (SCRA), specifically Section 3959.

   

  Although my husband was not listed on the lease, his PCS orders directly impacted my ability to remain in the apartment, and I was the leaseholder. Section ************************************************ this exact scenario and allows a dependent spouse to terminate a lease when their ability to comply is materially affected by military service.

   

  The attached PDF summarizes this provision and supports my request to have the collections removed and my security deposit refunded.

   

  Thank you again for your assistance in pursuing a resolution.

   

  ******* ******

  
  
  
  
  

  
  

  

  Business Response

  Date: 07/16/2025

  We appreciate the opportunity to respond and clarify the situation regarding the consumers claim.
  Our position remains that the military orders provided do not trigger protections under the Servicemembers Civil Relief Act (****). Specifically:
  The individual named in the military orders is not listed on the lease agreement as a tenant or leaseholder.
  The lease was signed solely by the consumer, and as such, only official military orders for the leaseholder can trigger early termination under the **** protections.
  While we acknowledge the consumers reference to a family members military relocation, the lease terms clearly require that the individual receiving the orders be a party to the lease.
  While we remain open to working toward a resolution, we respectfully maintain that the military relocation orders submitted do not qualify the leaseholder for early termination under the ****. Therefore, the charges assessed remain valid.
  We invite the consumer to reach out directly should they wish to discuss a payment plan or resolution outside of collections.

  Customer Answer

  Date: 07/16/2025

   I am rejecting this response because:
  
  Due to your continued refusal to resolve this matter appropriately, we have consulted with the Judge Advocate Generals (JAG) office regarding your violations of the Servicemembers Civil Relief Act and applicable tenant protections.
  
  
  At this point, we will be moving forward with legal action.
  
  
  

• Initial Complaint

  Date:06/17/2025

  Type:Order 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 resided at Hawthorne at ******* between 9/2023 until 11/5/24. In 7/2024 I initiated a transfer to another unit with a move-out/move-in date of 9/30 within Hawthorne at ******* so my partner and I could move in together. Between mid-July until the end of August, the leasing office wavered on whether or not we'd be approved, submitted a lease for us to sign with incorrect info (which we did not sign for that fact), and began igorning my calls and follow up emails. I was told on 8/6/24 we would be given a lease to sign for the new apartment. This never occurred. On 8/12 my current unit was listed as available to rent for 10/9/24. I received a notice to renew my lease on 8/16 despite conversations regarding a transfer. On 8/24 my apartment was no longer showing on their website as available to rent. At this point the leasing office still had not produced the proper lease to sign so, since it looked like my apartment had been rented out we explored other avenues for housing and signed a lease elsewhere. On 8/29 I notified them of my intent to cancel the transfer and they acknowledged their error via email in failing to produce a proper lease. ****** ended up messing with my 9/30 move out date and I was officially out by 10/3, returned the keys and gave my forwarding address. At this point in time I only had a $75 charge to my account, so I paid that on 10/5. Subsequent attempts to logon to the resident portal said my account was deactivated.Cut to 6/11/25 I receive a call from a collection agency that I allegedly owe "$1200" (per the collector) to Hawthorne. I contacted Hawthorne and asked them to verify the tenant's move-in date and submit a copy of the ledger to me with dates and balances and after their initial response they have gone ghost again. I would like for this debt to be voided as I do not believe it is valid. They also do not honor *** letters and will continue to charge you despite federal law.

  

  Business Response

  Date: 06/26/2025

  Dear ******* *****,
  Thank you for reaching out regarding your concerns with the past-due balance on your residential account at ********************** at ***************
  After reviewing our records, it appears that the balance in question is related to the rent for October. While we have your move-out date listed as October ******, the official lease end date was November 5, 2024. This discrepancy is the likely cause of the remaining balance.
  If you have any records of communication with our staff regarding your notice to vacate or details about a transfer, please feel free to forward those. Id be happy to review the information and reassess your account accordingly.
  We appreciate you bringing this matter to our attention and look forward to resolving it with you.
  Best regards,

  Customer Answer

  Date: 06/27/2025

   I am rejecting this response because:
  I have already provided documentation for this via here and email and will once again submit it for your ease of reference. On 7/20 after verbal discussion I sent an email with my intent to transfer leases. On 8/5 after receiving an inaccurate lease provided by your office I asked for a revised lease. On 8/6 your office responded that you will send a revise lease that day. No revised lease was ever sent. On or about 8/12 my apartment was listed for rent with an availability of Oct 9. On or about 8/24 my apartment was taken off the website as being available to rent. I still did not have a lease for the transfer. On 8/29 I emailed your office to cancel the transfer due to over 1 month of attempting to get a lease from your office and my current unit already being rented out (due to being unlisted from your website). On 8/29 your office replied to my email acknowledging the error on their part on the transferred lease issue. On 9/30 my account showed a prorated charge for Oct 1 of about $75. I emailed the office once again to mention the *** charge even though I had sent an email in July with an attachment for my *** letter. Further, your office applied a 25% concession to October rent for ****** which was not applied to my account. The ledger you sent me via email shows you charged me total October rent for over $1600 when my lease stated it is for $1489/mo. BBB only allows 5 files to be sent. Please see the email sent to your office on 6/27 for further documentation.
  

  

  Business Response

  Date: 07/03/2025

  Dear ******* *****,
  I was unable to locate the emails that were previously sent to former staff members. If you could kindly forward them directly to me at ************************** I would be happy to review them.
  Per the lease, I show a rental amount of $1,489.00, and I have adjusted the account accordingly. A 25% relief credit was provided to current residents; however, this credit was not initially applied in your case due to your move-out being completed on October 1, 2025.
  I have now updated the balance and sent the revised statement to Assurant.
  Please let me know if I can be of further assistance.
  Best regards,

  Customer Answer

  Date: 07/14/2025

   I am rejecting this response because:
  
  I have provided documentation twice now to this BBB complaint with PDFs of the emails between myself and the Assistant Manager and Manager emails at Hawthorne at *******. You continue to ignore my request regarding reimbursement for being out of compliance with the federal Fair Housing Act and my *** letters that your company was notified of and continued to charge me rent for such. Further, you have provided no revised or updated ledger to me as proof of adjustment. As a final point, your office withheld my apartment to be rented out from the time I notified of my transfer in July 2024 until it was eventually rented out for November. I have documentation with dates where my apartment is shown to be listed as available to rent on Oct 9 from early to late August to back up my claim. After late August my apartment was taken off of your website and no longer advertised as available.

  

  Business Response

  Date: 07/23/2025

  Dear ******* *****,
  Thank you for reaching back out for additional clarification. I can confirm that your unit did not have a move-in until November 4, 2025. I have sent a revised balance to the collection agency and can also provide you with an updated ledger for your records.
  If you would like to discuss this matter further, please feel free to email me at ************************* so we can set up a time to speak and resolve this issue.
  Best regards,
  ***** *****

• Initial Complaint

  Date:06/11/2025

  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 applied for an apartment at Hawthorne at ************ in *******, **, and was denied on April 17, 2025. As part of the application, I paid a $250 administrative fee. After the denial, I contacted the leasing office and was told the refund would be issued within a month. It is now June 11, and I have not received the refund or any communication regarding its status, despite multiple follow-ups. I am requesting assistance in recovering the $250 refund that I am owed.

  

  Business Response

  Date: 06/17/2025

  Hi ******,
  
  The team has tried to contact you twice via phone and has sent a follow up email to you that I was copied on.  We have not heard from you.  The refund check was sent to the last known address listed on your application :
  
  6831 highline street
  *****************
  
  The check was mailed out to this address on 5.13.25.  Please provide us with an updated address and we will be happy to put a stop payment on the original and reissue. 
  
  Look forward to your response so we can settle this for you.
  
  Warmly,
  
  ********