HSL Properties
Reviews and Complaints

Run, just run. This is the most dishonest company that I have worked with in 30 years. they did a bate and switch on the apartment offered, made up crazy charges at move out and wouldn't honor lease agreements. If you have any choice to anywhere bu to one of their properties.

I noticed my automatic rent payment had not gone through. I checked and, long story short, I had an additional $10 key replacement charge for the month, which caused my automatic payment to exceed my payment limit, thus I was charged a $50 late payment fee. This is wrong for several reasons. The tenant should be told [as I was AFTER THE FACT] that the payment limit should be a couple of hundred over the rent amount in order to avoid such situations. Also, the tenant should be notified by management when his/her payment does not go through so they can respond appropriately and avoid the late payment fee. At one point I asked the girl in the office if I should not put any limit on the automatic payment, and she said that she "wasn't sure." Office workers should be more thoroughly trained. So how can I get a refund of that unjust $50 late fee? Otherwise, I've lived here for 5 years and really like it. They do a very good job with prompt responses to maintenance requests, and they just repaved the parking lot.

First property I stayed at with them (Skyline Gateway) was okay...until I left. Received notice saying I owed money for staying past my move-out date. That was not the case. I mailed/emailed copies of my move out date, termination of utilities, moving truck rentals. They wouldn't respond. I went to the property and finally got the manager, on record, to admit most people don't move out by their date, so they automatically add days. Not sure how this is legal practice. They agreed to remove the dates and adjust any final billing and forward me the documentation. They never did. 18 months later they call me. New manager. Says I owe them money. I explain, again, the same situation. I email the same documentation. No response. A month ago I went for a home loan. I was rejected for a delinquency...know what that delinquency was? HSL illegally filed with a debt collector, despite me providing documentation two different times, 18 months apart. that was not accurate. Stay away unless you want to be financially gagged and raped.

Stay far away from any HSL Property if you can avoid it. I rented an apartment from them for about four years, never had an issue with missing rent or anything. Apartment was OK for the area, not in the best repair, but whatever. There were constant issues with crappy neighbors--actually got cursed out by a meth-head living nearby once. Also got a bottle thrown at my apartment by one of his sometimes-homeless friends. Had another neighbor curse out my son--an eight year old kid--and the apartment management did nothing in either case. Icing on the cake, my father suddenly dies at the beginning of the month. I open a dialogue with the office about needing to return home (far out of state) and deal with the fallout of his death. My lease is up at the end of the month, so I ask if there's any way they can waive the 60 day notice due to the unexpected nature of his death and the special circumstances. Not only does their management team fail to get back in touch with me until the END OF THE MONTH, the same person with whom I was speaking acted like they didn't know what I was talking about. HIS boss was totally unprofessional with me, acted like they did nothing wrong by dropping the ball on the conversation, and left me with zero confidence that my issue would even be raised with his superior. So, I called the corporate office and got their customer service agent. THEY told me that nothing could be done. See, they could terminate my lease on the 30th if they wanted, it's completely within their power, but if they "do it for me, they have to do it for everyone." Do what? Give people consideration in the event of a death in their family? Show a little humanity during a global pandemic and massive economic downturn? Exercise their power for something good instead of greed? They say it's a fair housing issue, I say it's a greed issue. These people are snakes, they take any change they get to cheat you. Stay far, far away from them.

If I could travel back in time and avoid this company I would. There have been three employees I have encountered that are good people and I wish them the best. The major issues have been their incompetent billing practices. When I first moved in, I set up auto-pay on their website. The transaction processes as it should and they acknowledge receipt of funds. The money withdraws from my bank. They say they have received payment. A few days later, they call saying they never got paid and they are adding late fees. I show them the emails and whatnot showing that they have their money. A few days later the funds are magically back in my bank. After this went on for two months they decided they would only take cashier checks since I was allegedly generating too many NSF returns. After several months the Regional Manager managed to take off the several months of late fees. I no longer trusted their website at this point and wrote personal checks and there was no problem. Corona came and magically they could not do checks anymore because they were virus-riddled. The website worked for a few months, thankfully. During all of this I decided to not renew my lease. I called the now vacant office and asked what they needed. They said my verbal acknowledgement was sufficient and my file was updated. The next month they claimed they had no idea what I was talking about. I emailed them to explain the situation and put in my 2nd formal termination. I never heard back but at this point I could not care less. The newest stunt is that we're back to the website not working despite them taking the money and then acting clueless. I mailed them a personal check because that is what worked every other time but they now needed cashier checks and just thought I could divine that. The (5th now I think) office manager in two years explained that is always the case and they can't take personal checks. I have probably a dozen copies of the personal checks they have gladly taken. Customer service said there is nothing they can do and tough luck essentially. The corporate office is not seeing anyone. Most companies on Earth seem to attempt to work with people, especially "essential employees" working 80 hours a week and not having time to jump through hoops to humor the rental company. I am contacting the State Attorney General and filing suit in small claims because all I wanted was to pay the original amount but now have reached my breaking point. Please, I implore you, do not do business with these criminals. Go to one of the dozens of other places.

Repairs are not done in a timely manner and we have to fight with management, even have to contact corporate to get repairs done. I have reached out to management several times to get issues fixed. They tell us not to do the repairs ourselves, yet never send someone to fix our apartments UNLESS it is a repair that would cause damage to the building. I had a leaky water heater and had mold that was just painted over. This was an acceptable repair according to management until they saw I had video and pictures of the mold. It took over 3 weeks and my prompting to get that repair and others done. I had to keep on them to get the damage remedied. That is just ONE instance. I am belittled and treated rudely by management. They will take our rent but not fulfill their end of the contract without constant berating by residents. They cannot even keep maintenance staff due to treatment. SLUMLORDS HIDING BEHIND A CORPORATION. HSL Properties and their practices need to be investigated.

HSL property Rio Vista. July 5 - Called Front office to place a work order for garbage disposal replacement. July 12- Called again to find out the status and found out that no work order was put in and was now being put in. Sept. 9, 2021 - Still no follow up call( I have called a few times and get the same message that they are short handed) So 2 months still no replacement of the garbage disposal having to deal with sitting water and a putrid smell. I ended up replacing the unit myself. Now I have water damage from the unit above me and are getting similar results. They continue to just say they are too busy and cannot handle all the requests. Although they are unable to hire people to handle these requests. They can send a email bragging that they can hire people to repaint the property. They also brag they are the largest owner operated property management company in Tucson but cannot get to these maintenance issues in a timely manner. Garbage disposal cost -~$300

I have developed allergic rhinitis and bronchitis and had to go to emergency room because of the conditions of my apartment. I have had mold and mildew smell for months and have been asking for a new unit for months. There was a leak that wasn't fixed for months and months on end, with weekly visits to the office. None of my complaints were taken seriously, even when I presented photos and videos of the problem. Now I am spitting up blood and black phlegm due to this. The apartments do not want to move me units until I am caught up with rent (waiting on rental assistance) But when I first asked for a new unit I was caught up. Nothing i have asked for to be fixed gets done but this one is the main concern as I now have to use an inhaler to breathe. The hospital said this won't stop til I leave this place. I have photos to prove the leaks. And the work documents say "completed" for things that still have not been fixed, including a wasp nest I asked to be removed when I moved in in June . We are at the end of January 2022..

We live at Encantada Dove Mountain in Marana, Arizona. We have been residents here for 7 years. We love our community and love our apartment. The staff here is top notch even as they are short on help! My complaint has to do with the care and upkeep of this property. Since we have lived here for so long, we have seen the deterioration that this property has incurred. Since our pool opened back up after the Covid ordeal, it first closed because the tiles needed repair, we waited 4 months, no repairs were being made. I called HSL and the next day, work began. Currently, the pool is not usable because the heater has gone out and we have been told that they are working on it. This has been going on for two months now. When I called HSL and spoke with Rachel about the issue, she made me feel as though I had no right calling their office. In fact, she told me to take it up with the Community Director, which, naturally, I already had done this. The property (Luxury) is in desperate need of repair. The brick facade is falling off the buildings, none of the treadmills work in the gym, we used to have umbrellas at the tables by the pool, we now have none! If HSL is Asset Management, they are doing a poor job.

I was sent a final billing for the apartment and have contested one of the charges to no avail. I have reached out to corporate twice now with no callback and I feel like I am being bullied into paying for something that I didn't do. The jest of it is I am being charged for carpet pad damage which apparently resulted in a full carpet replacement (although there are conflicting accounts on this as at first I was told the carpet was repaired and not replaced). The reason they say the pad needed to be treated/replaced (not sure which one since I've been told both now) is due to pet damage. I know, without a doubt, that my pet didn't cause any damage to the pad. There were 9 dogs in the apartment before our stay there and although the carpet and pad were replaced before we moved in I don't believe the subfloor was properly treated. We likely would have never known about that issue aside from the fact there was not one, but two major floods IN my apartment. The last flood was so bad it required several industrial fans that they put in between the carpet and pad that was run for four days in order for the carpet to be dry enough. At that point is when I started to smell pet smells and even let maintenance know. I have videos and pictures of both floods that happened (one due to the monsoons which caused it to "rain" in the living room and the second came from a faulty line to the washer which caused major flooding to the entire hallway, half the living room, half of the guest bedroom, and part of the master bedroom. There was minimal carpet damage, in two spots, upon moveout that I am responsible for, both are 3" or less in diameter, which I also have videos and pictures of. The amount they are trying to charge me is asinine and I still don't know if there was total carpet and pad replacement or a pad treatment and carpet repair as I have been told both (both documented). I need a resolution to this matter.

I provided notice to vacate accordingly. Move out day Nov. 21 2010. Rent was current, and my $700 deposit, as noted on the notice to vacate, was to be applied to partial November rent. Leaving only the RUM Utility fees outstanding. On or about November 27th, I received final bill in the mail. To my surprise and shock, I was charged 1451.47 for rent, $257.56 late fees, and a $200 damage fee. For a whopping total of 2067.98! Minus my $700 deposit, leaving a balance of 1367.98! I called Desert Sands and spoke with *** about these charges. It was a futile endeavor. I informed her I would call back next day and speak with a ***, who prepared the invoice. I choose not to do so, as it will only end as another futile endeavor, and frustration, of which I do not wish engage in. In the interest of full disclosure, my rent has, for the last months, been paid by CAHRA, housing assistance. While they were delayed in their processing, a Promise to Pay, was provided to Desert Sands stating this. With regard to late fee of $257.56, the Notice to Vacate Agreement clearly indicated my $700 security deposit was to be used for it. Had I know it would be charged as a late payment, I would have made other arrangements. Lastly, the damage fee of $200. For the life of me when looking at the itemized view in my portal account, I pondered on what could possibly be assessed a $200 damage fee? I had only resided there for 1 year, and did not even use second bed room. Cleaned it spic and span? Upon written receipt of final billing, I became aware it was "heavy smoke". NO WHERE IN LEASE AGREEMENT/CONTRACT, DOES IT SPECIFICALLY STATE TENANT CANNOT SMOKE IN APT. OR ANY OTHER STIPULATIONS REGARDING DAMAGES WOULD BE ASSESSED IF TENANTS DID. If that were the case, I would have acted accordingly. The only reference to smoking, is it is prohibited in common areas... Does not include ANY language other about smoking. Perhaps Desert Sands should update their lease agreements/contacts, to address this oversight.

My wife and I lived for 3 years at Canyon Oaks apartments (HSL Properties). We decided to move to a bigger apartment this year. Our lease ended September 19th. We gave 60 days notice and stated we would be moving on the 10th. They replied you will have to pay till the 19th. So we then emailed back stating we would be vacating on the 19th. On the notice to vacate for it asked when we would like to do the walk thru, we requested the 12 and turned the form in. It also stated that if no date was selected for the walk thru it would be completed the next business day. By the 10th we had move and only need to return to do a final cleaning. We had planed to return that evening after work to clean before the requested 12th walk thru. At approximately 4pm I received a call from the office while at work. They told me we had to turn in keys by 6pm on the 10th (same day as the call) or we would be charged extra per day after that. After the call I logged on the website and noticed they had charged my rent for up to the 10th. I called back to make sure that was right, I was told if we could turn in the keys by 6pm that is all we would be charged. I was also told on the phone call that they would not be doing a walk thru for damages due to covid, even tho that was stated on their notice to vacate form, and they never corrected or informed us when we turned in the notice to vacate. So I rushed home early from work and my wife and I went to go clean the apartment. We only had 1 hour to clean as we had to turn in keys by 6. We where not able to clean as much as we wanted, but we did what we could in that hour and turned in our keys. We paid the $187, that brought our account online to $0. A few days later I noticed another charge for carpet damage $90. I called to inquire and request a break down of charges. They stated that they would email and mail us the information and should receive in 3 days. On the 4th day after the request I called to ask again, and I was told they made a mistake and we had to pay till the 19th. I said that would be ok but we where told we had to turn in our keys on the 10th and we wouldn't be charged more in rent than the $187. I was ok with this, but requested keys since we where now paying till the 19th so we could go clean more thoroughly to avoid cleaning charges. They said they had to get with the community director. I called back the next day and talked to the community director and he was very rude and said there was nothing he could due we had to pay the cleaning charges of $90 witch I still have not received a break down of charges and we would have to pay rent till the 19th. I do understand the lease was till the 19th and I have no problem paying that, even tho I was told the the 10th we did not have to. We only requested to be given access if we where paying till the 19th to avoid charges but he told me that was not possible.

On or around 07/23 we contacted the springs apartments to inquire about short term leases. We have need to be out of the home we own so it can be remodeled and put up for sale. We informed the complex that our ideal move in date would be August 3rd and that we had two pets. One of the pet's is an emotional support dog for my daughter. On Thursday 07/30 we were informed we needed to fill out an accommodation request form. We restated that we have scheduled our remodel to start on Monday 08/03 and we were assured that we would not have any problems and would be able to move in on 08/03. We proceeded in good faith with The Springs Apartments and HSL properties. In the ensuing days we had to sign the lease at least two times, with our move in amount changing to include our two dogs. On Monday morning at about 5:20ish in the morning my wife receives an email saying that our move in amount may change back to the original lower amount and that we should not worry that our keys would be in the apartment after we pay our move in cost. We had scheduled our move in for 9:15. We arrived with all our the items we wanted in our apartment at about 9:00 AM. We contacted the office at The Springs Apartment to be informed that our daughters emotional support dog's breed was on the prohibited breed list and that we could not move in until the reasonable accommodation request was approved by a VP. This is the paper work we filled out and sent in on 07/30. I have no idea if they have sent or ever sent this request to a VP for approval or not. We were informed that we had two choices. 1. Sign a lease without bringing my daughters emotional support dog since the dog would not be allowed on the property. 2. Wait until approval is received so we could sign and move in with our daughter and her support dog. I informed the each person I spoke with at the office that we could not go back to our house since the demo team was already there starting work and that we had all of our items in a U-Haul truck sitting in the parking lot of the complex. The office staff repeated that our only options were the two they offered and they could not help us. I asked how long does it take to get this approval from a VP and the response I was given was and I quote, "I cannot tell you that." I did finally get a chance to speak with the property manager who repeated that are only two options were to wait or sign the lease without bringing the emotional support animal until we get this approval. I was told that they emailed the VP, I asked if they could call the VP and was informed that this is not an option. I made several phone calls to the HSL offices and was told I would get a call back from someone. Much like the expedited request for the approval from the VP this call never came. We ended up sitting in the parking lot until 2:00 PM at which time the family decided to sign the lease without bringing the dog and trust that the approval would come either later that day or at the very least the next couple of days. My daughter found a place where her and her dog could stay since due to the stress this situation with the complex and HSL is placing on all of us she needs the companionship of her dog even more than normal. During this multi-hour wait for the approval we lost about $100 in house plants and about $80 in perishable food items. It was around 100 degrees that day. I also had to pay for a second day for my U-Haul rental since I was not going to be able to return it at the agreed upon time. When asked by the springs if there was any place cool we could at least sit and wait until approval arrived our only response was that we could sign the lease without the dog and go into the apartment. The manager expressed that her leasing agent failed to properly inform us of the proper steps which may very well be the case but their are a few points that need to be made here. 1. Failure on the part of the business to properly explain processes is not an excuse to not work with or accommodate someone if anything a business should go to any reasonable lengths to find a solution not pass the buck onto someone else. 2. When faced with what clearly became an extraordinary situation, i.e. we scheduled our remodel to start based on a good faith statement by the representatives of The Springs Apartments and HSL and we were in need of securing residence maybe a phone call can be made to review the request form and provide if not final approval at least temporary approval so there is no loss of food stuffs or plant life. We are addressing the accommodation request with the fair housing council right now since as of 9:15 AM on August 7th we have not received approval and my daughter can only stay where she is at until 08/09.