Complaints
This profile includes complaints for Hawthorne Residential Partners, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 131 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/24/2023
Type: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 was a visitor there and was advised by a leasing office to park in visitor parking and if there was no more parking In visitor parking to park in future resident parking if there is an overflow to walk out to my car being booted this is completely pushed and I’ll definitely be reporting to bbb and to an attorney general because the residents guests are being affected with no remorse when there is no posted signs advising this information nor is this fair to the guest. Obviously this is a problem because this is in about every review I’ve read about this company
Business Response
Date: 05/02/2023
Ms. *********
We have preferred parking that residents pay for. We
have visitor parking for guests.
Unfortunately, you parked in a reserved resident parking
space requiring a parking decal. As a result of you not having a parking decal
and being parked illegally, our contracted tow company booted your vehicle. As per the email sent to you Tuesday, May 2nd, I have provided my direct contact information should you have further questions or concerns.Respectfully,
Regional Manager
Hawthorne Residential Partners
Initial Complaint
Date:04/05/2023
Type: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 put a refundable deposit down on an apartment back in February of this year and was told in explicit terms that the $200 would be refunded after 30 days if my application wasn't approved . I felt comfortable doing this and asked multiple times if the $200 would be refunded which they said yes. It's now April and I'm still calling leaving messages no response back.Business Response
Date: 04/06/2023
Hi ******, we
apologize for the delay refunding the administration fee back to you and
appreciate your patience with us. Check number *** for the amount of $150 was
sent out on April 6th, 2023. It was sent through USPS to the address
we have on file. If you do not receive it in 10 days, please reach out to me at ********@hrpliving.com.Thank You,
Regional Manager
Initial Complaint
Date:01/31/2023
Type: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.
Starting Thursday December 22, 2022 my home woke up to no access to water. There was no one answering the phone all of December 22 through now to resolve any utility issues. The following business day (December 26) the office was unreachable. On December 28 I, ********* called Preakness Apartments at 8am again at 10:30 am as an urgent maintenance request. Maintenance assistance came within an hour, we explained the closet and all of our bedroom floor was soak from water damage, our patio was flooded, our toilet cannot flush and especially NO WATER from any faucet in the home. Before maintenance left he explained that the water should be up and running by tomorrow morning. As of today on December 29, nothing was ever resolved, fixed, or followed up as this is still an occurring issue at 6:58 pm. I’ve been receiving emails of water updates Sunday, Monday, Tuesday, and today (December 29) from Hawthorne Residential Partners explaining water updates, never stating an ETA or assistance to help with leakage or lack of water. Also, I received a water update email from Preakness Apartments mentioning workers to fix water extractions and pipes to get the water back on to each building and water will be given out to those who have none at 4pm inside the office. I arrived to the office around 4:20pm and the leasing agent for Preakness Apartments explains that families prior to myself took 6 cases of water before I came so she can only give me one gallon and a pack of baby wipes. Which is an insult to my poor living conditions. I asked the leasing agent about breaching contract of the leasing agreement without paying remainder of days I signed for and she responded, “I am not sure about anything along those lines I have not heard back from the man that would explain if that’s possible” I took those items which were given to me and drove back home. Seven days with no water is inhumane and shameful ! I do not feel comfortable in the place I pay rent or call home !Business Response
Date: 02/06/2023
Over the Holiday weekend of Christmas 2022 our area of
Nashville experienced extreme temperatures and electrical outages. The
unfortunate result of these concurrent events resulted in burst pipes and water
damage to hundreds (if not thousands) of units in our immediate area. As soon
as we were able, we enlisted the help of 4 different plumbing crews, 2
different mitigation companies and the assistance from crews from sister
properties both near and far. The immediate focus was life safety and
extractions. As per the plumbing crews, we could not turn the water back on
until every leak was fixed in each building and each unit was inspected. This
was a tedious but necessary process in order to ensure that everyone was safe
and there was no danger to our residents.
This was a herculean effort by management and at extreme
expense to ownership, which all took place over the holiday weekend and week.
As discussed, life safety was and will always be front and
center for us and we take this very seriously.
All the best,
Hawthorne Residential PartnersCustomer Answer
Date: 02/06/2023
I am rejecting this response because:
I was without water for 3 consecutive weeks , where I couldn’t bathe, brush my teeth, wash my hands do my laundry, or use or flush the toilet. I was in an inhumane living condition for almost a month until I terminated my lease. When it came down to an uncontrollable disaster, a tenant emergency you let me and my family down.Initial Complaint
Date:12/24/2022
Type: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.
Wrongfully sent to collections
Date of Final Bill Issued: 12/13/2022 via email by Property Manager, Abby ***** for a total of $1,563.72
Date of First Collections Contact: 12/14/2022
Date of Final Check Mailed First Class with tracking and Personal Signature required: 12/15/2022
Date of Final Check Signed for: 12/17/2022 by Abby ***** for a total of $1,563.72 - proof via USPS of Abby’s signature of receiving
*Have provided documentation of all the above dates and proof of delivery to Abby *****
I’m still getting daily calls/emails/text from a collection agency when my final bill was proved paid, three days after my final bill being presented.
The apartment complex is avoiding all my attempts to contact via email or phone. They are also refusing to provide proof of payment. This exact issue is happening to other former tenants as well. Requesting they contact the collections agency they use as they’ve stated they are incorrect calling me. I’m also requesting they contact me to prove the issue has been resolved given I have full paper trail proof of all steps taken on my end to pay this bill on time.Business Response
Date: 12/30/2022
****** ********’s deposit accounting was completed on 12/13. Policy allows residents 30 days to make
a payment prior to being automatically turned over to collection. In Miss ********’s case Yardi, our resident
management website, turned her over to collections on 12/13. Miss ******** mailed a cashier’s check that
was received the week of the 19th. Due to the holiday, it was
deposited on 12/27. Proof of payment has
been submitted to the Collection Service (Hunter ********) and Miss ********’s
account should now be closed. Nothing
was reported to the credit bureaus, and all of this was reported to Miss
******** directly on 12/27 along with confirmation of receipt of payment.Customer Answer
Date: 12/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.Initial Complaint
Date:11/13/2022
Type: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.
****** ********
To:
*******@********.com
,
******* ** ****** ******* Asst Manager
,
**** ** ****** **** Manager
,
****** ********
Sat, Nov 12 at 7:42 AM
I was signed up for **** **** without my permission. Per your response, after you signed me up without permission, you informed me I would need to contact **** **** to Opt Out and to copy you on the email, which I did.
I opted out and this was reported to the Credit Bureau as a "NEW CLOSED ACCOUNT".
I received a notice from ***** ***** that my credit score dropped.
MY CREDIT SCORE WAS 770. Closing the **** **** dropped my Credit Score 110 POINTS DOWN TO 660.
THIS IS A DETRIMENTAL TO MY CREDIT. IF I WANT TO TRY TO OBTAIN A LOAN FOR HOME, A LOAN FOR MONEY, A NEW CREDIT CARD, YOU HAVE MADE IT A LOWER RISK FOR ME!!!!
AGAIN, THIS WAS SOMETHING I DID NOT REQUEST AND WAS SIGNED UP FOR WITHOUT MY PERMISSION.
Don't come back and tell me this is something "ALL TENANTS" are signed up for. IT WAS NOT IN MY LEASE AND I DID NOT REQUEST TO BE SIGNED UP FOR **** ****, THE **** ** ****** ****, ****** ******* ** (NOW ******* ** ****** ******, **).SIGNED ME UP WITHOUT PERMISSION!!!!!!
**** **** OPTION SHOULD HAVE BEEN, "IF YOU WANT IT, SIGN UP FOR IT" - NOT THIS COMPLEX AUTOMATIALLY SIGNING YOU UP WITHOUT PERMISION!!!!!!
IF YOU BOTH DO NOT CONTACT THE ***** ***** CREDIT BUREAU AND ANY OTHER REPORTING CREDIT BUREAU THAT THIS HAS EFFECTED MY CREDIT BY LOWERING MY CREDIT SCORE, IMMEDIATELY AND HAVE THIS REVERSED TO BRING MY CREDIT SCORE BACK UP TO 770, YOU WILL HAVE A LAWSUIT ON YOUR HANDS.
I EXPECT A RESPONSE BACK FROM BOTH **** **** AND *** **** ** ****** ***** ****** ******** ** (******* ** ****** *******, *** THAT YOU ARE RESOLVING THIS IMMEDIATELY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
****** ********
** ******* ** **** ****** ******** ** ***** ************Business Response
Date: 11/17/2022
Dear ******,
We certainly understand how important credit is and are more
than happy to help you in any way possible.
We have put you in touch with ******** directly and as
confirmed from their end, there is nothing more that the onsite team or
Hawthorne Residential Partners can do to assist you with this matter.
******** has removed the credit account from your credit report
and the tradeline should drop from your credit report soon. However, this is
now in the credit bureau’s hands and the credit bureau typically takes about 30
days for this to occur.
******** has never had a credit score impacted with such
velocity and there could be additional contributing factors. When ********
removed you from enrollment, it may have caused a momentary drop of a couple of
points which happens when a tradeline is opened for a short period of time.
Once the credit bureau fully removes the tradeline, your credit score
will no longer reflect an impact from the ******** program. Should your credit
score remain lower than anticipated, it would be caused by other contributing
factors.
For additional questions and information, ******** has
confirmed that they are more than happy to assist.
Thank you,
Kara ********
Hawthorne Residential PartnersCustomer Answer
Date: 11/22/2022
I am rejecting this response because: This complex signed me up without my written consent and they have ruined my credit after I opted out PER THEIR ADVISEMENT, and **** **** reported it to the credit Bureau, which effects your Credit Score. My credit score DROPPED 110 POINTS FROM VERY GOOD CREDI TO FAIR.
They can contine to deny responsibility, but they are the ones that initiated this by signing me up without my written consent. If my credit score is not reinstated to the previous score of 770, I will pursue further action.
Initial Complaint
Date:09/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’m a new resident here and filing a complaint for the following reasons-
• At the time of the lease signing, I was NEVER asked to fill out vehicle information to register.
• I was given a Key Fob to the front gate that I NEVER used because the gate is ALWAYS open to the public to park in this community. Yes, non-registered vehicles who take up parking spaces and resident can’t find a park.
• I received a letter 9/10/22 (first letter) that if your vehicle is parked illegally (on the sidewalk in my case, of building 10 that I live in) will be towed effectively September 22,2022. So why was my vehicle towed?
•If I’m not provided a parking space, and unassigned/non-registered vehicles is taking up all the parking, where do I park? This is unacceptable that I’m new to this community and my car is being towed because management is failing to provide parking space for me. I shouldn’t be held accountable for paying a tow ($125 cash) because of the reasons listed in this complaint.Business Response
Date: 09/14/2022
Resident cars are being towed if they are not legally parked
per the lease agreement. Mission Club sent out notices to all the resident to
register their vehicles by September 21, 2022. The cars that are being towed
are the ones illegally parked for example fire lane, grass, blocking sidewalks
and handicap without a handicap permit. The resident has failed to park in a
parking spot, which is the reason she was towed.
I have attached the picture of her vehicle.Customer Answer
Date: 09/14/2022
I am rejecting this response because: apparently, your knowledge isn’t working for you. I don’t care what in the lease or this recent letter you put on my door. IF THERE ARE NOT PARKING SPACE AVAILABLE TO ME ( Resident) WHERE DO YOU THINK I WILL PARK IF ALL THE SPACES ARE FILLED WITH CARS THAT SHOULDN’T BE PARKED HERE??? Why, haven’t your company get all residents plate number from the beginning to identify who car is registered? Better yet, why the towing company that is contracted with you, DON’T HAVE A LIST OF RESIDENTS WHO ARE REGISTERED HERE? This is unacceptable, because YOUR JUST, trying to fix the problem since I moved here and your clubhouse (future residence) & car wash area has cars parked there because of again, NO WHERE TO PARK!!!! There is no way to defend your park of being negligent, with making sure residents has assigned parking/or a space to park so that won’t have to park illegally (tow zone areas, fire lane,
side curb, future resident, car wash area) are all signs of negligent on your part to assure a parking space for residents. Also, the front gate since I’ve been here is ALWAYS OPEN (open to the public) to park freely here. Why give myself and other residents a key fob for the gate and it’s be broke way before I moved here?!
negligent! Unacceptable, unwelcoming and unsafe for new tenants.Initial Complaint
Date:08/15/2022
Type: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.
You're responsible for paying $4357.53. I was a great resident at **** ***** *** ***** **** ** for 6 years. Here are some of the evidence I have to support my case. Review the documents thoroughly. Based on those documents, Plantation at Horse Pen, LLC violated articles 32 and 42 which resulted in recurrent water leaks from the apartment immediately above my apartment on those dates: 8/15/17; 10/21/17; 12/17/21, and they failed to provide 24-hours maintenance for each event just like the most recent water leak I had experienced on April 20th, 2021. Maintenance damaged my personal property by over-spraying toxic Kilz without covering my personal belongings in the bathroom. Maintenance also failed to inform me prior to spraying toxic Kilz (https://www.kilz.com/binaries/content/assets/kilz/pdf/msds/1009-kilz-original-int-ext-low-voc-sds.pdf).
Furthermore, Plantation at Horse Pen, LLC did not promptly respond to many inquiries I filed to resolve the ongoing water leak and damaged personal property due to their maintenance negligence. My personal property would not have been damaged if Plantation at Horse Pen, LLC maintenance staff provided proper maintenance in the first place.
Plantation at Horse Pen, LLC community manager, Ellen H******, spoke with my family attorney and agreed to reimburse for damaged personal property. However, I have not received the refund. Instead, your lawyer sent a letter with a false statement. Again, you're responsible for paying $4357.53.Business Response
Date: 08/15/2022
When work orders were placed by this resident appropriate
action was taken place. The resident sought out an attorney and so did
the property. Our attorney responded to their claim on 9/2/2021. We
have still not heard a response back from them or their legal team in regard to
this matter.Business Response
Date: 08/16/2022
We have provided all documented information to you regarding your service requests. Please reach out directly to the site
team for additional information/questions.Customer Answer
Date: 08/16/2022
I am rejecting this response because:
No, you didn't. I have submitted all coreponsing emails I had with site managers. What your attorney indicated is not correct - He did not provide supporting documents either because you don't have them.
I am simply asking you to submit the physical documents if you have them. If you keep indicating false testimony here via BBB, provide the contact information of your attorney or your supervisor for me to discuss. Furthermore, provide your full name and title.Initial Complaint
Date:08/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put a refundable deposit down on an apartment back in spring of this year and was told in explicit terms that the $200 would be refunded but the $35-$65 processing fee would not be. I felt comfortable doing this and asked multiple times if the $200 would be refunded which they said yes to. They did not have the apartment I wanted available until too late, so I requested the $200 deposit via text message back in May which they said okay to and asked for my address for the check. I never received the refund. I requested many many times over the months since then and have still not received it and then they stopped communicating altogether which is what I take most issue with.Business Response
Date: 08/16/2022
******
applied to live at Hawthorne at Haywood and canceled her application after our
72-hour cancellation policy (which we typically do not refund fees after that
72-hour point). However, she was told by one of our staff members that we
would refund this fee to her. This refund was processed and submitted to
our accounting department on 7/22/2022. However, we had some staffing
transitions in our accounting department around this time and this refund was
missed. We mailed the check on 8/9 and we are following up with this
applicant to ensure they have received their refund.Customer Answer
Date: 08/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
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