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| - I was moving from out of state, so I only had a 5 day window to look at rentals. I isolated my search to Summerlin and wanted to avoid a place with carpet or located on a lower floor, so that made my options fairly limited. The first house I found was managed by HH.
The HH showing agent never bothered to call to confirm our appointment, and when I tried to contact their customer service line I was told she had been triple booked. When I asked for another agent they lied and told me that she was the only agent allowed to show that particular house. I ended up getting my own agent from another firm to get around their shoddy appointment system. When we arrived at the supposedly exclusive HH agent house, another of their agents was there to show another prospective tenant around.
I ended up finding another home I liked a lot and it was walking distance to trails, but it was unfortunately also managed by HH.
The whole process was a nightmare. I've rented in cities like LA and Oakland and never encountered so many CYA procedures and this level of non-existent customer service, like putting them on your renter's insurance policy and only scheduling check-ins during working hours. It seems like they would just make up rules on the fly. I would get one answer from them in an email, then they would call back to say their policy says something else. I had to send them a copy of their own verbiage to prove that I didn't need to drive down to their office in advance of my move-in to give them the remainder of the move-in fees.
When I moved in the place had barely been cleaned. The floors were covered with some sticky substance, the washer smelled like mildew, there was grease and goo inside the cupboard and fridge, and mildew in the tubs/shower. When I brought up the state of the house the check-in agent told me, "That just means when you move out you don't have to clean it any more than was done." I told him that I would never let me house get to that state, so that's pretty much useless. In the end I spent 4 full days cleaning, which is f'd up for a rental in this price range. Note that they charge $25-45 per room should you fail to clean upon move-out.
As I put things away I noticed that things would fall off when I touched them b/c they had used the wrong sized screws. Luckily these were easy fixes. Given others' experiences I highly doubt they'll fix anything major in a timely manner.
I can't imagine hiring HH as my property manager if I had a rental. Their practices appear to select against responsible people with regular work schedules, and they clearly aren't taking care of the rentals.
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