Complaints

This profile includes complaints for Abbey Residential Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Abbey Residential Services, Inc.

  1930 Stonegate Dr Vestavia Hls, AL 35242-2523

  
• 

  The Abbey At Eagles Landing

  1107 Rock Quarry Rd Stockbridge, GA 30281-5040

• 

  Abbey at Medical Center

  5450 Rowley Rd San Antonio, TX 78240-4792

• 

  Abbey Residential

  2201 Montgomery Park Blvd Conroe, TX 77304

• 

  Abbey Residential

  11655 Briarforest Drive Houston, TX 77077

The 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:07/23/2025

  Type:Facilities Issues
  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.

  Maintenance here is terrible. It takes weeks/months to get nothing done. They only do temporary one day fixes. I dont have working faucets or a working toilet in my unit. I complained to management and they told me I was wrong and tried to argue with me about the conditions I am living in. I cant even bathe here.

  

  Business Response

  Date: 07/25/2025

  Hi ****,

  I took a moment to review your service request history, and I wanted to share that there are currently no open requests concerning your faucets or toilets. I noticed there were two requests related to your toilets submitted on 7/23/2025, which were successfully completed the following day.

  At this time, the only active service request we have is for your ice maker. If you're still having any issues with your toilets or faucets,please don't hesitate to submit a new service request. Our maintenance team would be happy to come out and reinspect those issues.

   Additionally, I will reach out to the leasing office to ensure they follow up with you by phone to discuss this matter further and address any concerns you may have. If you need anything else, feel free to let me know!

  Thank you,

  ****** ******

  National Operations Analyst

  
  

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  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 am a tenant at The Abbey at Conroe, apartment #*****, since January 2020. In February 2020, I submitted the first of 13 maintenance tickets for a faulty AC unit often reaching 75F instead of 70F, causing widespread mold growth noticed in September 2024 and confirmed in every room by June 25, 2025, after my sons return. The more I looked, the more molded itemsclothes, shoes, furnitureand vents with visible mold I found, showing a widespread, persistent issue affecting daily life. On June 25, 2025, I submitted a notice, but its been eight days with no action. The property manager inspected twice, forwarding mold and water-damaged baseboard photos to her supervisor, yet no reply came. Since June 25, I sent 10 detailed emailsJuly 2 (8:58 AM, 4:04 PM) and July 3 (2:42 PM to ********, 6:19 PM to ****** *****)requesting a new unit, explaining health risks (spore exposure, respiratory issues), and citing tenant rights. When I asked about replacing mold-suspected carpet, she repeatedly deferred to her supervisor. I emailed for his contact but got it only July 3rd end of dayafter the July 2 deadlinewith no urgency despite the July 4th weekend. Theyve given three vague replies, e.g., Michelles 6:14 PM July 3 reply asking for a repair date, while ******* out-of-office cited his return Monday, July 7. Their duct cleaning and baseboard work plans lack detail, and the Coronas waiver admits vent cleaning wont fix mold. Untested repairs risk spreading spores, worsening air quality. I cant relocate due to no funds or car, and water damage suggests a neglected leak, possibly from a neighbor. A community post today has drawn much attention. I seek a new unit so this unit can be properly remediated for the next tenant, as I wont stay during the hazardous, disruptive process.

  

  Business Response

  Date: 07/21/2025

  We had an opportunity to review this matter and discussed it with the resident. There was miscommunication between what the resident desired and the steps we needed to take in order to accomplish that. Any repairs needed were/are being addressed as we have been given access to the unit and will further discuss the resident's desired outcome afterward if necessary.

  Customer Answer

  Date: 07/21/2025

  Thank you for forwarding The Abbey at Conroes response. I decline their proposed resolution. The repairs mentioned, including painting over mold near the vents on July 14 and addressing some leaks (bathtub faucet fixed, but toilet leak remains per American Leak Detection), have not resolved the ongoing issues in my unit (#*****). These include mold regrowth on my sofa, an unaddressed toilet leak, and the air conditioning failing to maintain a safe temperature, all of which pose health risks to me and my son. I requested a transfer due to these conditions, but was refused, with claims I wasnt allowing assessmentyet their efforts, like covering mold without testing and incomplete leak fixes, do not adequately address the problems.
  
  I request a detailed plan for full mold remediation (including testing and removal), AC repair, and resolution of the confirmed toilet leak. Their current approach falls short, and I seek a resolution that ensures a safe living environment.

  

  Business Response

  Date: 07/21/2025

  As per your email on July 17th you confirmed the ducts were cleaned and the vents were replaced but did not mention that you were not satisfied with the work done.

  While we understand that you would like to be transferred to a new unit as previously requested, per my email to you on July 9th I asked that you allow us an opportunity to address said issues before we would consider transferring you as the services had previously been declined. I must reiterate that we can only address issues as we are notified of them and if any leak occurred but not reported it's challenging for us to address.

  As I understand it the only pending items are to replace the a/c unit which should be completed by Wednesday and if for some reason at that time you are still experiencing mildew issues and the a/c not functioning properly, we'll be open to discussing the possibility of transferring you.

  Customer Answer

  Date: 07/22/2025

  I decline their proposed resolution. In my email to ****** on the 17th, I detailed ongoing issues in my unit (#*****), including the ** failing to cool below 75F (recorded at *** on the 16th and 20th), mold-like substance painted over near vents without testing, a rusted drip tray, and unaddressed rug shampooing. Since then, Ive observed new mold growth on my sofa, further highlighting the unresolved moisture problem, potentially due to high humidity from the **s improper functioning. While they acknowledge the duct cleaning, vent replacement, and tub leak fix (not visible on the exterior), and promise an ** replacement by Wednesday, July 23, this does not resolve the core issues. After all this time, they are just now offering to change the ** unit, despite 13 tickets over the years, which have ultimately resulted in mold growth throughout the unit.
  
  The unaddressed toilet leak, confirmed by American Leak Detection, and the inadequate cosmetic fixes (painting over mold) continue to pose health risks to me and my son. My request for a transfer was denied, citing my initial reluctance to allow assessment, yet Ive cooperated with repairs since. Their response shifts burden to me for unreported leaks, despite my reports, and the conditional transfer offer is insufficient without immediate mold remediation, leak fixes, and ** confirmation. Additionally, the waiver for duct cleaning distinctly states it does not remediate mold, and their duct cleaning was not proper remediation as required by my lease, further indicating inadequate action. I request a detailed plan for:
  
  1.  Full mold testing and removal, not just painting over, including the new sofa growth.
  
  2.  Resolution of the toilet leak.
  
  3.  Verification that the ** replacement ensures safe temperatures and controls humidity.
  
  Until these are addressed, the unit remains uninhabitable, and I seek a resolution ensuring my familys safety.
  

• Initial Complaint

  Date:05/07/2025

  Type:Facilities Issues
  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.

  No AC for 5 days

  

  Business Response

  Date: 05/12/2025

  After initially attempting to resolve this matter immediately, it became evident that the issue was more complex than a simple replacing of the unit - our team and the suppliers team has worked diligently to repair the matter which we can confirm at this time the a/c is functioning properly. We sincerely apologize for the delay in fully resolving the a/c issue and we thank you for your communication during this time. Please let us know if you have any additional questions. 

• Initial Complaint

  Date:02/06/2025

  Type:Customer Service Issues
  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.

  Dear To Whom This May Concern,I hope this letter finds you well. I am writing to formally address an urgent matter concerning my current lease agreement for the property located at within ********************************************************************************************************************************. Recently, I experienced a break-in to my vehicle, which was parked on the property, and I am deeply concerned about my personal safety and security moving forward.On Saturday night November 30, 2024 and December ****** , my car was broken into twice in the same week while parked on the premises. I immediately reported the incident to the local authorities, and a police report was filed under [1690169-24]. This incident has left me feeling unsafe and uneasy, as it has raised serious concerns about the security measures currently in place at the complex.Given the severity of this event and the potential ongoing safety risks, I kindly request to be released from my lease agreement at [Abbey At ***********] and to terminate my tenancy effective [03-01-2025]. I believe that the recent break-in, along with the apparent lack of adequate security, significantly impacts my ability to feel secure in my home.I would appreciate your prompt attention to this request and would be open to discussing a fair resolution, including the possibility of waiving any penalties or fees associated with early termination. I understand that there may be terms in the lease regarding early termination, but given the safety concerns, I hope we can come to a mutually agreeable solution.Please let me know the next steps in this process and any additional information or documentation you may need from me. I would appreciate your assistance in facilitating a smooth and amicable resolution to this matter.Thank you for your understanding and attention to this important issue. I look forward to hearing from you soon.Sincerely,***** *********

  

  Business Response

  Date: 02/18/2025

  We previously spoke with the resident on the initial complaint from November 2024 but had not been notified of any additional issues since that time - we have discussed this with the resident and the matter has been resolved at this time.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  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.

  My lease is up in December and I sent an email to vacate to the leasing office on 10/28/24. I sent an email on 11/13/24 to the leasing office explaining that when I paid rent in November there was a balance that showed I owe $637 for November. However, the acknowledgement letter that I received stated the amount was $1,447 for the same month. But, I paid $1,815.39 to avoid any late fees. To avoid confusion I asked the leasing office for clarification on what is actually owed. ******* in the leasing office sent an email back on 11/13/24 verifying that I have a credit of $1179.59 and the difference I owe is $194.35. I have it in black and white. Now the leasing office sent me a letter on 12/6/24 telling me I owe $1,007.31. I went to the office to discuss this issue and I contacted ****** at the Headquarters they're doubling down. I also received another email on 12/10/24 from ******* apologizing for her mistake. Telling me if I move out today 12/10 I owe$376.76(minus the $194.35) or if I move out 12/13 I owe $500.44. This is so unprofessionally. If there was going to be prorating charges ******* show have stated that in the first point of contact when I asked twice but she didn't. *******, communication is most definitely the issue here and it it's my fault. The Abbey's of ********* has been the worse experience of my life! I'm not paying what I don't owe and I will see them in court and the local news.

  

  Business Response

  Date: 01/09/2025

  I hope this message finds you well. While I acknowledge that there was an error in the email response you received about the total amount due, I must emphasize that this does not absolve your responsibility to pay rent for the duration of your stay in the apartment. As you may recall, ******* sent you an acknowledgment letter regarding your notice to vacate, which included a detailed breakdown of the rent due, confirming that you owed rent up to the full 60-day period following your notice. I sincerely regret that your experience at The Abbey at Inverness has not met your expectations. Should you have any further questions or need additional clarification, please don't hesitate to reach out. I assure you that the rent charged reflects the accurate amount for the days you occupied the apartment.

   

  Best regards,

  ****** ******

• Initial Complaint

  Date:11/18/2024

  Type:Facilities Issues
  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.

  Every year, for the last 3 years, we go 2-3 months without hot water because management won't address the issue. In September 2024 we went 4 weeks without water and currently we are on day 7 of no hot water. The water is ice cold and is painful to shower. My son screams everytime he takes a shower. Management hasn't addressed the issue and won't respond to any of my phone calls or emails. I'd like the hot water restored or to be let out of our lease. This living situation is inhabitable.

  

  Business Response

  Date: 12/06/2024

  I previously responded to this complaint as we've discussed with the resident and the matter has been resolved.

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service Issues
  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.

  For the last several weeks the hot water in our apartment has not been consistently hot. The temperature will fluctuate from hot to warm and warm to freezing. Sometimes the hot water doesn't return for hours. This issue has occured every year since we moved into this unit. Last year I was treated the same way until my neighbor finally complained, and then a contractor was sent out. The last several weeks, I have contacted local management as well as corporate and their response is because I am the only tenant with the issue they will not send out an actual plumber or specialist. Management is only addressing this in-house and because they don't see an issue nothing is being done.

  

  Business Response

  Date: 10/10/2024

  Hello, thank you for bringing this to our attention. We do understand that this issue has been ongoing and we previously made attempts to visit your unit to try and identify the issue with no success. After several attempts we sent a contractor to identify the issue was with the boiler system and we're currently awaiting a quote for the part to be replaced that will resolve this matter. We sincerely thank you for your patience and understanding in this matter and plan to have this completely resolved in the next couple of days.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  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 reside at the abbey briar forest apartments , and my family and I have been without air conditioning for three days and 2 nights if not resolved today tonight will make the third night of of us trying to sleep in ***** degree climate inside of my apartment, without any accommodation whatsoever. Im am being over charged every month for water a sewage paying $150 to close to 200 dollars every single month. Im being charged extra fees for not having rental insurance , but actually have it. This is a nightmare please help. This has to be wrong.

  

  Business Response

  Date: 10/07/2024

  We were able to confirm that this matter was addressed and resolved within 24-hours of the service request being entered.

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  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 promised a refund in the amount of $150 by the property business manager Ms. **** over 3 months ago and still have not received any payment. I have contacted her repeatedly about the issue and was told a new check would be sent to property office from corporate office for pickup. She has stopped answering my calls and won't contact me to rectify this issue. I received paperwork saying that I'm owed the refund but have not received my check.

  

  Business Response

  Date: 07/02/2024

  We apologize for the delay in this matter as the initial refund check was returned to us - we have reissued this check and it is in route to the property. The Regional Manager has reached out to you to provide this update as well. Best regards,

• Initial Complaint

  Date:04/30/2024

  Type:Billing Issues
  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.

  The Abbey at Energy Corridor in *******, **. The water gets cut off about 4 times per week for hours. I have had very very little water pressure 95% of the time. It trickles out of the shower and I can barely wash my hair. I have had the roof leak and mold grow on my ceiling. They finally patched it up but the maintenance people who did kept trying to come in during the times I said not to come and I was asleep. I kept setting up appointment times for them but they never came during those hours. There is mold growing all over the air vents. I try to clean it off but it just comes right back. My neighbors smoke marijuana every single day and it seeps into my apartment and smells so bad and aggravates my asthma. I talked with a lady in the leasing office and she said to me "It's their right to smoke in their own apartment". I told her its marijuana and it's actually illegal in this state and she still kept telling me that it's my neighbors "right". This is a no smoking complex so I was upset over this employee's response. The utility bill for my 1 bedroom apartment was over $250 dollars for the last few months. Their excuse is that the city under billed them?? I think there is probably major leaks and they are making the residents pay for all of it because they refuse to fix anything properly. In the units I share walls with, when someone moves out they re-varnish the tub and it smells so bad like very strong nail polish. I witnessed every maintenance worker go in and out of that unit with no gloves, no mask, no respirator. The varnish smell is so extreme it caused me to have an asthma attack. I'm honestly afraid for those workers and me. Being exposed to these fumes and me having to sleep in it is frightening. I have complained to the leasing office but they basically tell me I'm crazy and only say "sorry". They refuse to fix anything.

  

  Business Response

  Date: 05/21/2024

  We appreciate you reaching out and discussing your concerns. As it relates to water outages the only time that will happen is if there is an emergency but there has not been a time in which it's happened as frequent as was stated - the next time you are experiencing water issues please contact the office or enter a service request so that maintenance can address the matter as it may be something isolated to your unit. We will address the windows being left open with our vendor as they do normally leave them open when resurfacing a tub. Maintenance does their best to accommodate specific time requests but due to the large volume of requests for the property, setting appointments is not always feasible.

   Also, we can send a notice out to your building regarding the smoke smell or if you could provide the specific unit we can address directly with them.

   We would like to prioritize the items that are outstanding and would appreciate if we could enter without the request to call prior to. Our maintenance supervisor left a voicemail and if you could get back with him that would be greatly appreciated. Best regards,