TERRIBLE MANAGEMENT
April 1, 2025 - Review from Apartments.com
Hawthorne House has beautiful amenities and well-kept grounds, but the management is a NIGHTMARE. My unit was filthy and unfinished at move-in, with broken appliances and electrical issues that were never properly addressed or fixed. Security is NONEXISTENT—the gate into the parking garage is always broken and open, cars get routinely broken into, and homeless people wander in and camp in office bathrooms. Complete water shut-offs for the entire day happened regularly without notice, and my unit ...
suffered serious water damage from my upstairs neighbors that was completely ignored by management.
When I went into the office to express my concern with the lack of parking spots in the parking garage due to non-residents parking in resident spots, the manager told me that if I was displeased with the parking situation my two choices were to either pay $75 extra a month to get a reserved parking spot or park illegally at the Bank of America and risk getting my car towed. This conversation with management took place after I had already been towed from Hawthorne's property (of which I had to pay $245 to resolve) because the management neglected to inform me that a parking permit was necessary or give me a parking permit upon move-in. This exemplifies the unprofessional manner in which Kairoi Residential and Hawthorne's on-site management personnel operates.
Management is unresponsive to concerns raised by residents, UNHELPFUL, and tries to nickel-and-dime residents during move-out for issues they ignored during the lease. Since my lease has ended and I have moved out, management has changed my final account statement 3 separate times. When I emailed management inquiring about a time I could come in to discuss the move-out charges, the manager responded, not answering my question, but claiming that she was going to charge me an extra $300 because I had a pet and did not inform them (which I did but the management that documented it was fired). Following that, the manager sent me a revised statement with the pet fee waived, then on the same day, sent me ANOTHER revised final statement claiming that the original paint charge on the final statement was too low and they would be increasing the repainting charges by almost $300. This inflated repainting cost is due to the aforementioned water damage caused by the upstairs neighbors that was never addressed by management, regardless of the numerous maintenance requests I submitted to have it fixed during my lease.
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Property Manager Responded
April 4, 2025
Hello Christina,
Thank you for taking the time to share your feedback with us. We truly regret that you've had these concerns during your time at Hawthorne House. Our residents are our top priority, and we believe you deserve the very best experience in both your living space and in customer service. We take your concerns seriously and would love the opportunity to discuss them further to ensure they are fully resolved.
Regarding your final account statement, we always strive to be fair and transparent in our move-out inspections, only charging for damages that go beyond normal wear and tear. We understand that this process can be frustrating, and we want to assure you that the charges were related to the condition of the apartment at move-out. In our commitment to transparency, we provided you with a detailed breakdown of the charges, including invoice amounts, contractor information, and pictures of the apartment at move-out, so you could fully understand the reasoning behind ...
them.
We also want to clarify that the painting charge you mentioned was not assessed for the leak from the upstairs unit, which we addressed in our previous email to you. The charges you received were unrelated to that issue, and we hope this explanation helps to clarify any confusion.
Regarding the pet charge, we do require all residents with pets to have an active pet screening account on file. We appreciate you providing the necessary documentation for your ESA, and we were more than happy to waive the fee once we had the correct information.
We apologize for any inconvenience this situation may have caused. Our goal is to ensure a positive experience for all residents, and we will continue working to address concerns promptly and professionally. Thank you again for your feedback.
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