16/12/25
Apt looks pretty in pictures, but their management is rude & unreliable
I rarely leave a bad review, but I have had a terrible experience with the management at Hanover. After living at the Hanover for roughly 2 years, I ended my lease in July of 2025. Before vacating my apartment, I had a thorough discussion in-person with a staff member on the process of receiving my security deposit. After going through the checklist and having no damages, I was told that I would get the full security deposit shortly after moving out.
Since the end of July to now (Dec), they... have failed to return my security deposit at all. I have made 10+ phone calls throughout the past 4 months, where I have had to re-explain my long situation over and over again. Each time, they told me that they would alert the team and promptly send it to my new address or said they would call back with more information, which they have failed to do so every single time.
Back in early October, beyond frustrated, I told them that I would personally fly into SF to pick up the security deposit in-person from the apartment, since my countless attempts to resolve the issue failed. They let me know that that would be possible, and I could come pick up the check anytime during their business hours.
When I arrived in SF late October, I gave the office a call the day before making a visit just to give them a heads up. After having to re-explain the situation all over again, they told me that that wouldn't be possible, because they would need to contact their main headquarters to mail the check to their SF office. (1) Why was I not given this information at the time of my initial phone call? (2) If I let them know that I will be making a visit from out of town, why did no one alert the team and take the necessary steps to ensure that I would be able to do so?
Infuriated, I was unable to pick up my security deposit, and ended up wasting my time and money on a plane ride to SF.
Now, it'll be almost 5 months since the issue has started, and I have yet to hear back from the management on any update, which unfortunately leads me to believe that they are unethically withholding my deposit that I am lawfully entitled to.
Be aware of Hanover's lack of communication and initiative to resolve issues before signing your lease. Beyond just this situation, I've had multiple incidences where the staff was rude and unreliable right after signing the lease.
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