Complaints

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

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
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  MAA Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
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  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

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  MAA Carlyle Square

  501 Holland Lane Alexandria, VA 22314

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:09/14/2023

  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 rented an apartment at the *********** location for a year, and have spent 22,000$ or more here and I have been mistreated and scammed. I recently moved out of the apartment and was talking to ***************************** about the move out inspection & final bill total. ***** has been rude and ignoring my response to the total billing charges I dont agree with. *** called the office and asked to talk to someone else about the situation two times the first time they said I could, and call back tomorrow. Second time they told me only ***** can assist me, although there is no communication. *** emailed her and she didnt answer. *** sent a email on the resident portal no answer. And called 2 times ***** thinks that I need to pay for the damages to the apartment out of pocket when Ive provided my rental insurance to them. 2,500$ out of pocket, and she also told me I have to make the insurance claims for her. I told her I am not paying 2,500$ out of pocket and ** not doing her job for her either. She is trying to bill me for a door repair when my apartment was broken into and claims it was a guest of the apartment, it was in fact not. Maintenance fixed it that way. She told me Im months behind on the water bill which is not true I have proof Ive paid. Told me I have to replace all carpet when all it needs is a shampoo. And she claims there was big, huge holes in the walls at move out when I have proof there was not anything beyond a nail hole, And I have to pay for the whole place to be repainted. Out of pocket. Some of this is normal wear and tear, and illegal to charge me for. This is absolutely ridiculous, This is being dragged out in her hopes she can get me to pay $2500 for her to pocket. I have made it known I would like to speak to somebody else about the move out and Im just being ignored. I just want to be done with this and pay for the actual needed charges through insurance and not be scammed. If the issue does not get fixed, Im going to talk to my lawyer.

  Business Response

  Date: 09/26/2023

  MAA Management contacted the former resident, left messages,received no response and followed up with an email explaining the move out charges.The former resident was charged for damages to the apartment during her residency, final water and rent charges outlined in the lease contract.
  A sixty-day written notice is required when vacating the apartment. The former resident notice was less than sixty-days and the resident was charged rent for the remaining days.
  Water charges are billed to residents in arrears with residents receiving the first charges 45 60 days after their move in and continue to be billed 60 days in arrears throughout their residency. At move out, residents receive a final bill for water charges through their move out date. The former resident moved in August 31, 2022 and paid her first water bill with her November rent. The water charges covered the period of 8/31/22-9/6/22; December rent resident paid the water charges for the dates of 9/6/22-10/3/22. With residents August 2023 rent resident paid the water charges for the dates of 5/2/23-6/1/23. The former resident final water charges at move out covered the water charges for 6/1/23-8/30/23. The former resident was provided a copy of her payment ledger showing the dates of the water charges billed with rent each month.
  Damages to the apartment were charged to the former resident. 
  -New carpet was install in the apartment before the former residents move in to the apartment. When the resident moved out there was pet urine damage to the carpet, pad and subfloor. The carpet and pad had to be removed and the subfloor treated to rid the apartment of the urine odor and the damaged carpet. The expense for the pet damaged was billed to the former resident and pictures of the damage provided to the former resident.
  -The apartment was painted prior to the former resident move in to the apartment. When the former resident moved out there was crayon wax on the walls of the apartment. The expense of the damage to remove the crayon was billed to the former resident and pictures provided.
  -The resident was charged for the front door frame being damaged. The resident notified management in writing that her childs father had kicked in the front door causing damage to the doorframe. The former resident was provided a copy of the written notification she submitted.
  The lease contract outlines the residents responsibility for paying rent, utility and damage charges. The charges on the residents move out statement are accurate.

  Customer Answer

  Date: 10/01/2023

  I am rejecting this response because: 

  I have sent ***** emails, called the leasing office, called the corporate office and the issue is still not resolved. I left corporate voicemails stating that I would like to speak to someone else about the situation and I called the leasing office twice and requested to speak to someone else and even sent ***** an email stating I would like to speak to someone besides her about the situation and my request was never fulfilled. They lied to me and told me only ***** in the whole leasing office could assist me. ***** told me cooperate forwarded the messages to her. Resulting in only ***** contacting me. ***** only responded to my prior emails and calls because I submitted the BBB review and contacted cooperate. The first move out total statement bill I received totaled $1,995.34. I then later tried to look at the balance and the website said that that move out statement couldn't load, because it was deleted. Somehow it magically adjusted to now $3,151.60 in regards to me calling cooperate and submitting the review.

  
  As far as the sixty-day notice I received on my door 8 days late, my response of whether or not I was going to stay or move was late as a result of it being late on my end. I emailed them that I will not be staying the day after I received the notice and since they failed to properly inform me, I am being charged. I Also have screenshots of my water bill that I paid for **** June, July, and not August since the August water bill is included in the move-out total fees that are completely rediculous. I was in fact not provided any documents at move-out when I signed the move out paper. I was told that I will be contacted later when they do the walk through. 

  
  When I lived in the apartment there was a pumbing issue that I submitted several maintenance requests for and they did work on several times and the root of the issue was never resolved. My toilet actually flooded my apartment and the downstairs neighbors apartment because of this. That's why the floor padding was damaged. I didn't get any pictures of what I'm being charged for. All I got was a description from *****. The walls in the apartment were scrubbed for a whole day all the marks and what not. I took 2 days off of work to clean the apartment thoroughly and greatly regret that since I'm being treated as if I didn't move a finger. I was also charged for "huge holes in the walls" she failed to mention witch was not true there was nothing beyond a nail hole.  

  
   As far as my door being kicked in by my childs ******* Me and his dad are not together. He has never been wanted or welcome in my home. Nowhere on the lease did it have his name, he didn't sign it. Nor was he ever listed as an occupant of the apartment. So Kareys assumption is incorrect and invalid to charge me for his damage. I would also like to bring attention to how she locked me out of my resident portal which includes where I've made all payments (that I previously screen shotted) and where I would make the final payment. If I need to send attachments of all payments I have made (including water) , pictures of the apartment at move out, communication I have had with MAA, the billing total changing 2 times ect. I will if needed.

  
  This is so ridiculous and dragged out, I've been trying to speak to someone else besides ***** at the leasing office for almost a whole month now. All I want is this to be fair on both ends. The charges need to be reevaluated and submitted through insurance. Whatever is left after the insurance is applied and we both can agree on the charges, I will be responsible for. There is no reason this has to be prolonged for a whole month and never ending.

  Sincerely,
  
  Sloane Keys
  

  
  

  Business Response

  Date: 10/13/2023

  MMAA has responded to Sloanes messages to the MAA ***************** Senior Property Manager for MAA Lake ****** called ***** on September 15, 2023 and September 22, 2023 both times leaving a message for ****** to return the call. On September 22, 2023, an email was sent to ****** as follow up to the two voice messages. To date, ****** has not responded to either voice mail or the email. All MAA phone calls are recorded with a transcript. Attached is documentation of the phone calls made to Sloane and a copy of the email.
  MAA lease contract requires a 60 day written notice when a resident plans to vacate the apartment. ******* lease contract with MAA began on August 31, 2022 August 30, 2023. On May 22, 2023, MAA sent ***** a renewal offer letter and in the letter it reminds residents that a 60 day written notice is required. On July 4, 2023, MAA sent ****** a renewal reminder email again reminding her a written 60-day notice is required. ***** submitted her written notice on July 10, 2023 making the end of Sloanes 60-day notice period September 9, 2023. Charges for water are billed and paid two months in arrears, as  again explained to ******, in the email dated September 22, 2023. Attached is a copy of the lease contract, the renewal letter, the renewal reminder email, ******* written notice and payment ledger showing the dates of the water charges each month.
  The damage done to the carpet and pad were due to dog urine.The apartment had a strong urine odor at move out and pictures of the pet urine damage to the carpet were included in the move out inspection sent to ****** with her final move out statement. Attached is a copy of the move out statement,move out inspection including pictures and a copy of the email sent to ****** showing the move out inspection attachment.
  MAA Lease contract states residents are responsible for the actions of their guests, inviteesand residents are responsible for damages to the apartment. By ******* own statement, her childs father did the damage to the apartment doorframe. Attached is a copy of the lease contract.
  MAA has contacted ****** to resolve the issue and ****** has not responded to either the voice messages or the email. The move out charges are accurate and documentation has been submitted to support the charges.ore Information...

  Business Response

  Date: 10/13/2023

  Additional documentation to rejection response.

  Business Response

  Date: 10/13/2023

  MAA has responded to Sloanes messages to the MAA ***************** Senior Property Manager for MAA Lake ****** called ***** on September 15, 2023 and September 22, 2023 both times leaving a message for ****** to return the call. On September 22, 2023, an email was sent to ****** as follow up to the two voice messages. To date, ****** has not responded to either voice mail or the email. All MAA phone calls are recorded with a transcript. Documentation of the phone calls made to Sloane and a copy of the email provided to BBB.
  MAA lease contract requires a 60 day written notice when a resident plans to vacate the apartment. ******* lease contract with MAA began on August 31, 2022 August 30, 2023. On May 22, 2023, MAA sent ***** a renewal offer letter and in the letter it reminds residents that a 60 day written notice is required. On July 4, 2023, MAA sent ****** a renewal reminder email again reminding her a written 60-day notice is required. ***** submitted her written notice on July 10, 2023 making the end of Sloanes 60-day notice period September 9, 2023. Charges for water are billed and paid two months in arrears, as  again explained to ******, in the email dated September 22, 2023. Documentation provided to BBB a copy of the lease contract,the renewal letter, the renewal reminder email, ******* written notice and payment ledger showing the dates of the water charges each month.
  The damage done to the carpet and pad were due to dog urine.The apartment had a strong urine odor at move out and pictures of the pet urine damage to the carpet were included in the move out inspection sent to ****** with her final move out statement. A copy of the move out statement, move out inspection including pictures and a copy of the email sent to ****** showing the move out inspection attachment provided to BBB.
  MAA Lease contract states residents are responsible for the actions of their guests, inviteesand residents are responsible for damages to the apartment. By ******* own statement, her childs father did the damage to the apartment doorframe.
  MAA has contacted ****** to resolve the issue and ****** has not responded to either the voice messages or the email. The move out charges are accurate and documentation has been submitted to support the charges.Tell us why here...

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20607180
  
  I am rejecting this response because:

  This business is so poorly ran and operated. Instead of trying to find a solution or talk to me and resolve the problem, they just want to go back-and-forth. I have never spoke to management the many times that I have tried to reach out to them I was sent to voicemail and *** never spoke to corporate directly. They forwarded all my voicemails to *****, the person that I requested to not speak to, and never cared to hear my side of the story, and immediately just said what was told by *****. The problem is still here and will never go away. Im done going back-and-forth and wasting my time and energy. Just because I said that my childs father kicked in my apartment door does not mean that we are together, so stop with your assumptions. He has never been a guest or Invitee in that apartment. As *** already said before, I have requested to speak to somebody else at the Lake ****** leasing office, multiple times. I called, left voice messages, left many emails and I was completely ignored. I had to submit this BBB review just for them to answer. Again as Ive already stated before, the apartment was flooded by the toilet and flooded my whole apartment and downstairs apartment, that I had to request multiple maintenance request for the plumbing in general, Its not from pet urine. After I submitted this review, the final move out total went up $1500. First ***** said that the damage charges were for big huge holes in the walls and then corporate said that it was from crayon wax residue they cant even keep up with their own lies. MAA Lake ****** is very poorly operated, and just a scam. MAA lake ****** leasing office, and MAA management is a horrible business, They treat people horrible to say the least. I would never recommend this business to anybody, and if you are considering living here do not. *** spent so much money here and got treated so horrible. Not to mention, the $2000 a month rent isnt even worth it. This place is a disaster. The reviews are only good because they bribe people with money to write good reviews. There is dog f**** throughout the whole complex, the breezeways are absolutely disgusting, filled with cigarette buds, spiders, roaches, and trash. When I lived here, so many cars have gotten broken into, and there is not nearly enough parking. I give MAA Lake ****** a 0/10. Management is horrible, this is not luxury living like they state on the website. But anyways, like I said, Im done going back-and-forth and wasting my time. You will never win an argument with a narcissist. MAA can do whatever they want bill me what they want, Im tired of going back and forth and again, I would not recommend this place to anybody. 

  Sincerely,

  
  Sloane Keys

• Initial Complaint

  Date:09/13/2023

  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 resided at ******* apartments in **********, ******* for 18 months, from February 24th, 2022 to July 29th, 2023. Unfortunately, my experience there was riddled with issues. The most significant of them was a broken window in my living room that remained unfixed for two months during the winter season. The cold air seeping through the window made my living conditions unbearable, and it started to affect my health. Although I reported the issue, it took two months for the management to fix it. Furthermore, I was charged over $500 for repairs, even though the lease agreement stipulated that the cost to replace a double-insulated window was $170. Also, the dishwasher remained broken for almost a month before it got replaced. The drain in the bathtub was also non-functional throughout my stay there. Additionally, the hot tub was out of order for half the time, and the building's surroundings were littered with trash, and the management didn't keep it up. I tried to reach out to the corporate office multiple times, but I never got a response. The worst part of my experience was living with a large broken window for two months in the winter, which posed a danger to me and made the conditions of my apartment unlivable.

  Business Response

  Date: 09/22/2023

  For the dishwasher concern, our records show a work order was submitted by yourself on 6/15/23. The maintenance team discovered we would need to replace the appliance; we ordered a new dishwasher, and this was installed in your home on 6/23/23 a week after the issue was brought to management's attention.
  We reviewed our records and there was not a work order submitted in regards to the bathtub drain so management was not able to address the concern we were unaware of.
  
  While we understand the hot tub blower motor being down while we waited for the replacement was inconvenient, we repaired the hot tub as soon as our supplier had the part in stock to do so. This replacement only effected the bubble function of the hot tub, and the hot tub was able to be used for the entire wait period of the motor arrival.
  
  For the window in your living room, you informed the office that you broke the window when moving furniture on 12/13/23. Since the window was broken by yourself, the charge for the window to be replaced is the responsibility of the negligent party. We have to have all window replacements measured and put into production from our Vendor as each units' windows must be customed made to ensure a proper fit. With notice of the broken window on 12/13/23, we had covered the window to secure the opening and keep the remaining glass in place by the next day, 12/14/23, in addition to getting our vendor out on 12/14/23 to start the process of getting the replacement into production. Once we received confirmation that the window was ready for install, we reached out to schedule a good time on 1/13/23 and agreed 2/3/23 would work for your schedule. We then provide you with the invoice showing the amount due for the window was $672.56. However, as a courtesy we agreed to waive the labor cost to install the window and only charge for the window itself coming to an agreed upon charge of $526.90 plus tax. The lease agreement has double paned windows starting cost listed, however with the proof of cost provided to you, and a signed payment plan contract between yourself and management for the true cost of the window was agreed as an appropriate resolution.   

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20597626
  
  I am rejecting this response because: You guys constantly lie and make up rules as your go when it benefits you the rules are according the the lease when it does not benefit you it does not go according the the lease.  I would like a refund of some sort for the window and the lack of safety. Having cardboard covering a broken window in the middle of winter is unacceptable and unsafe to my health.  Also you made me pay a cleaning fee and than charged another bull s*** one at the end.  This is the worst managed apartment ever
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/13/2023

  ******************** response was reviewed as well as the fees that were charged to his account.  The charge for the window replacement is correct and we only charged what the glass company charged us to fabricate the new window.  There was no mark up and the Property Manager waived the cost of the labor to install the window which really should have been included in the total replacement cost.  This was a $100 savings for *****************  The Property Manager contacted the resident on 1/13/23 to schedule an install date as early as 1/20/23.  The resident let her know that 2/3/23 would work best for his schedule.  As for the additional charges assessed to the account at move out it should be noted that Move Out Cleaning and Damage Form lists the replacement of vertical blinds at $100 per set and **************** was charged $60 which was our cost for a new set.  We did not mark up the price of the window or blinds and simply passed along our cost for both.  The bath tub was very dirty and required an additional cleaning charge from our vendor which is what was charged to the resident.  It was also noted that while the window was replaced in February **************** was not charged until April.  The Property Manager allowed him two additional months to pay for the replacement.  The charges assessed were fair and the former resident has paid the balance due in full.

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20597626
  
  I am rejecting this response because: this is a bunch of bull s***  The property is ran terribly and trash all over the place.  Amenities never work and the lease agreement even states the window is 170 dollars to replace.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2023

  Documentation has been provided/uploaded to show the replacement cost of the window.  The resident was fairly charged for the damage that he caused.  The former resident has not disputed that he broke the window and is expecting the property to cover the cost to replace the window that he damaged.  Please refer to the invoice provided by the glass company which shows the cost of the glass replacement and you can refer to the resident ledger to see that there was no additional replacement cost added above what the glass company billed the property.  I will again note that the labor charge was waived and paid by the property and it should have been charged to the resident's account.  **************** is upset that he was asked to fully pay for the damage that he caused.  To address ******************** complaint regarding the community I would like to note that when his first lease expired he chose to renew his lease for an additional 12 months.  

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20597626
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   Because the lease stages 170 dollars and I lived in unsafe living conditions for months 

• Initial Complaint

  Date:09/12/2023

  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.

  Moved from ******, ********* to ****************-August 24th. No air, ice maker broken, toilets breaking weekly, paint peeled off balcony, outlets going out, no lint trap for dryer vent., garbage disposal broke. Some of items have been fixed. This apartment complex at 921 Paddock is not a luxury apartment. The office staff is extremely rude. Besides ********** I was compensated some on first months rent. Multiple work orders sent to the office weekly. I want to be compensated or at their expense move to another location. Every day something is breaking, understand happens at times. Not every week. Pool is nice, only thing. Very disappointed with this move here.

  Business Response

  Date: 09/25/2023

  To whom it may concern, 

  I have reviewed ******************** complaint.  Unfortunately we did have a situation at move in where the A/C stopped working and due to the hurricane we were not able to get the unit replaced immediately. We did installed two portable units and gave the resident $899 credit for the inconvenience.  We have addressed all other service requests quickly and will continue to do so. 

   

  Business Response

  Date: 09/26/2023

  To whom it may concern, 

  I have reviewed ******************** complaint.  Unfortunately we did have a situation at move in where the A/C stopped working and due to the hurricane we were not able to get the unit replaced immediately. We did installed two portable units and gave the resident $899 credit for the inconvenience.  We have addressed all other service requests quickly and will continue to do so. 

• Initial Complaint

  Date:08/31/2023

  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 wife, daughter, and I have been dealing with an ant infestation. We moved into our apartment on June 8 2023. The ant problem started on July 6 2023. We notified our leasing office who contacted their pest control company (Permatreat). They came out 4 weeks in a row and sprayed our apartment. The fifth week they bug bombed our apartment. the 6th and 7th weeks they bug bombed the whole building and placed pellets outside the building. This ant problem is still ongoing. There are over a handful of nights we did not stay in our home because multiple of times we had woken up with ants in our bed! The pest control company would tell us the ants should be gone within a week. The ant problem is still un going to date. The pest guy also has stated that we have the worst ant infestation he had ever seen. The only thing our leasing agent has done was say sorry and we will call the pest control company again. It is very gross and degusting for Me my wife and our two year old daughter to be living with bugs, and have to be paying to live with bugs. It's and ongoing problem that is not getting resolved. We have had to throw out a lot of food over this period of time. We have visited the leasing office multiple times to report this problem, with al least a dozen of phone calls. It has been absolutely degusting and emotionally upsetting to be dealing with ants over this period of time. Nothing is getting done. Pest Controls equipment obviously does not work. Something need to be done. We have asked for compensation, but they brushed it off and said that will be resolved after the problem is fixed. Still and ongoing problem and nothing is working. We pay $1601 a month for rent. We should not be having to pay for rent while living with ants. As ******************** said the worst ant infestation he has ever seen. Totally sick and disgusting. Something need to be done.

  Business Response

  Date: 09/05/2023

  Hi ***,
  
  Pest control went to service your apartment twice last week to treat for ants and again today.  He did note that there was food around the stove area that needed to be cleaned up that will prevent the attraction of ants.  There were no ants found last week in the bedrooms or surrounding areas, nor were there any found today. Please let us know once the area is cleaned and we will have it serviced and inspected again.  Thank You.
  

  Business Response

  Date: 09/12/2023

  After calling our Pest Control **** ******* on August 31st to ask for clarity on what the update was on the ant concern in this apartment.  The pest control rep explained everything that he was doing in her apartment and the apartment above her as well as the exterior building treatments on the ground and in any cracks on the exterior of the building. I sked if there are any natural solutions available that won't interfere with the chemicals Pest Control uses.  He said that it's ok to use peppermint oil.  He said that can deter the ants from moving around the apartment.
  
  When I called the resident back to tell him that pest control was coming I offered to gift him a new bottle of the high grade peppermint oil that I've used in my own home to treat pests as he had mentioned that he bought some at ******* and it didn't work.  I went home on my lunch to get the essential oil and he never came to get it.
  
  The first time I spoke with the resident on Wednesday, August 30th, I apologized that we had no idea the situation was still so intense as he had not reached back out to us in between treatments in the past two weeks.  We had several other conversations that day with regards to pest control coming out.  Pest Control has confirmed that there have not been any ants when they've come to treat for the last several weeks (August 15th, 22nd, 29th and September 5th).  The resident called today, September 12th and stated that they have not been home for the past 5days and don't see any ants in the apartment and advised that it was ok to delay pest control coming to inspect.  The resident also stated that a family member has been checking for ants in their absence and has not seen any either.  Pest control came out today, September 12th and confirmed that there are no ants and that the issue definitely stems from a housekeeping concern as there were dirty dishes in the sink, cheerios all over the kitchen floor and crumbs and food on the stove.  
  
  Best,
  

• Initial Complaint

  Date:08/30/2023

  Type:Product 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.

  Moved out of townhome on July 27, 2023 and left townhome in better condition to which I received it. Received a call on July 28, 2023 from leasing agent who stated the place with immaculate and she stated they typically do not get them back like I left it. I had one of my staff in the office when I received the call and she heard the conversation.I later received a final statement for over $600 for cleaning, carpet damages, etc. I contacted the property leasing office on multiple occasions via email and also spoke with ************ (Asst **** who was rude and told me she would have the manager contact me which it never occurred before Aug 25th. I'm requesting my deposit of $200 be returned along with an apology.08/23/2023 ********************* **** *********** Account: ******** We sincerely hope you enjoyed living at MAA West Village.As a reminder, your resident account still has an outstanding balance of $399.15. All uncollected balances are automatically sent to collections 30 days after deposit accounting. Your account is scheduled to go to collections on 08/30/2023.Current outstanding balance details:Sewer Charges: $6.71 Water Base Charges: $1.12 Water Charges: $5.32 Damage-Cleaning: $24.00 Damage-Flooring: $96.00 Damage-Misc: $266.00 Total Amount Due: $399.15 You can pay these final charges online via the portal at myMAA.com or please send a certified check or money order in the amount listed above to:MAA ************ ****************************************************************** If you have any questions, you may reply to this message directly OR contact us through the Resident Portal at myMAA.com Sincerely,MAA West Village

  Business Response

  Date: 09/01/2023

  Upon move out, ************ was assessed $320 in cleaning and $266 in damage charges in addition to her final utility bill.  Attached you will find the move in inspection form signed by ************ and our move out inspection form of Ms. ****** home with pictures of the areas that required additional cleaning and repairs.  Lastly, you will find Ms. ****** lease attached; pages ***** outline the rates for cleaning and damage charges.  This was signed by ************ on 5/28/22 and previously on 5/28/21.  As outlined in the lease agreement, we applied Ms. ****** $200 security deposit to her outstanding balance which left her with a balance of $399.15.  This balance will stand and has now been turned over the collection agency *****************************.  We encourage ************ to reach out to the collection agency to make payment arrangements.  

• Initial Complaint

  Date:08/28/2023

  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.

  Apartment complex is MAA Old Town **********. This company is charging us to replace the carpets entirely, claiming that we caused excessive wear and tear. This is false, as there is absolutely no evidence of anything but normal wear and tear from natural use of the space. Not only this, but the photos they shared showing damage to the carpets were present when we moved in and we have photos to prove this. Also the only damage present is a matted carpet which inevitably occurs over years of use, and these carpets are five years old. In **, it is recommended that the landlord funds a carpet replacement every five years. To sum, the company is using us to pay for a renovation that should have been done before we moved in. They refuse to acknowledge our concrete photo and video evidence that proves no excessive wear and tear was present and any damage present when we moved out was present before we ever lived in the apartment.

  Customer Answer

  Date: 09/07/2023

  Since we still have not received any response, I wanted to include further evidence to support my claim that we are not the party responsible for funding a carpet replacement. One attachment is a photo showing the worn area in the carpet from July 2022, when we first got the keys- this matches the condition of the carpet when we moved out. There are also two email screenshots attached, one from me and one from my roommate, both sent to MAA staff expressing our concerns about not being able to tour our actual apartment before signing our lease- both emails did not receive any response from MAA staff. The final photo is a screenshot showing the time, date, and location of video from which our screenshots of the carpet have been derived, confirming that they were from July 2022. 

   

  Further, I wanted to add that I scheduled a walk-through upon moving out with **** (leasing staff). She inspected the entire apartment and did not mention one thing about the carpet condition. 

  Business Response

  Date: 09/08/2023

  A Move Out Inspection Was Completed With ******. At That Time, She Was Made Aware That A Professional Vendor Would Have To Complete The Carpet Inspection. I Have Spoken To The Leaseholders And Guarantors On Numerous Occasions.  I've Attached The Move In Inspection That Was Completed By The Residents. There Wasn't Anything Noted Regarding The Conditions Of The Carpet. The Vendor Suggested That The Carpet To Be Replaced(See Attached Estimate). The Resident Was Charged The 20% Based Off The Cleaning And Damages Addendum Which They Agreed Upon.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20532619
  
  I am rejecting this response because:

  We have photo evidence which proves the carpet had the exact wear and tear you claim we caused when we moved in. We did not think to cite that the carpet was old and worn on the move-in inspection, because there were no specific stains or rips to note (which were not present after we moved out either). How can you dispute photo evidence? The carpet looks the same as when we moved in, so **** I appreciate the response, but it should have been replaced before we moved in. You also completed the move-out inspection and did not mention anything about the carpet having excessive wear and tear. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/19/2023

  I have reviewed the former resident's response and documents and compared that to the move-out inspection which is attached.  The inspection form includes photos of the carpet after the residents vacated.  After the inspection **** shared with the resident that the carpet cleaning company that we use would complete an inspection.  After inspecting the apartment home they determined that they could not clean the carpet and recommended a replacement.  There estimate is attached.  We do not use the same company that cleans the carpet to replace carpet.  If the carpet was salvageable they would have cleaned it instead of recommending a different company complete a replacement.  The move-in inspection, which was attached with our initial response, does not list any notes regarding the condition or concerns related to the carpet.  There are notes regarding the vinyl flooring and notes listing the resident's observations regarding other items in the apartment home.  We compare our move-out inspection to the move-in inspection to determine if charges will be applied to the resident's account when they vacate.  Since they were no notes listed at move-in and an estimate from a carpet cleaning company that recommended replacement upon move out the pro-rated replacement cost was charged to the resident's account.  

• Initial Complaint

  Date:08/26/2023

  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 being overcharged for my storage unit. I have been over charged three times this year: April 2023 (overcharged $38.00), July 2023 (overcharged $60.00), and August 2023 (overcharged $60.00). I can never get anyone on the phone because the phone always goes to voicemail. I spoke to the someone named **** in the leasing office on July 29, 2023, around 12:45 PM regarding being over charged two months in a row. She could not explain how the extra storage fees were placed on my account. She only said it was an error. I asked her not to be charged for September and October and she told me the charges could not be removed and that she would make the adjustment and it would be reflected on my account. I asked her how it would be reflected and she refused to give me details but said it would be reflected on my account.When reviewing charges for September 2023 rent, charges that I usually see are missing. There is no clear way to determine if I am being properly charged. After reviewing September 2023 charges, I do not feel the property manager at MAA Briarcliff is competent and that **** is even communicating with the property manager regarding issues such as these. I am very angry I continue to have issues with this leasing office. I want to discuss this complaint with ***************************, who is MAA Leadership because she assisted me with a previous Better Business Bureau complaint that I had to file late last year.MAA leadership needs to further investigate this issue by performing a financial audit on resident accounts because I DO NOT APPRECIATE being overcharged, **** never provided a root cause as to why this happened, and having **** make adjustments that do not show EXACTLY what she did to rectify the issue with financial checks and balances. This is TOTALLY UNACCEPTABLE and I am getting fed up with having to file BBB complaints on this company.

  Business Response

  Date: 09/05/2023

  **************** ledger has been corrected for the storage rent of $60/month for the months of June 2023 partial, July 2023 and August 2023. The credit of $-158.00 was issued by the Assistant Property Manager on 7.29.23, however rent was billed up by MAA on 7/25/23 for August rent and ************ paid August rent on 7.27.23 before the credits were issued. The credits processed and the September 2023 rent bill up reflected these credits, and ************ paid the September 2023 charges and now has a $0 balance.

  In researching the double storage charges, it appears that the lease renewal processed in mid June 2023 and resulted in the double billing error. The April charge error was the result of changes to storage billing (internally) at MAA and an error on this leased storage for ************. The April correction was made by the Assistant Property Manager on 4.17.23.  Moving forward, the storage charges are correct.

  Thank you.

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20525524
  
  I AM DEFINITELY REJECTING THIS RESPONSE BECAUSE:

  I HAVE NOT RECEIVED A CLEAR AND CONCISE ADJUSTMENT SUMMARY TO THE EXACT DOLLAR AND CENT FOR THE ***** OF APRIL, JUNE, JULY AND AUGUST OF 2023.  IN ADDITION TO THIS, I NEVER RECEIVED AN EXPLANATION AS TO WHY THIS HAPPENED OR WHO IS THE PERSON RESPONSIBLE FOR THE MULTIPLE ERRORS ON MY ACCOUNT. THIS OFFICE IS RUDE AND UNPROFESSIONAL AND THAT'S WHY I FILED THIS COMPLAINT BECAUSE I KNEW THERE WOULD BE A PISS-POOR EXPLANATION AS TO WHAT HAPPENED.  THIS IS TOTALLY UNACCEPTABLE. WHAT, SERIOUSLY, YOU EXPECT ME TO JUST "TRUST" THAT THE ADJUSTMENT WAS HANDLED PROPERLY AND I WAS CREDITED WITHOUT NO EVIDENCE, NO SUMMARY OF ADJUSTMENTS AND THE DISAPPEARANCE OF OTHER CHARGES?  I DO NOT TRUST THIS OFFICE BECAUSE THEY ARE COMPLETELY INCOMPETENT, TRIED AND TRUE.  I'M NOT JUST GOING TO BELIEVE ANYTHING THIS COMPANY SAYS.  I DESERVE TO RECEIVE THE EVIDENCE....DOWN TO THE DOLLAR AND CENT REGARDING THESE ADJUSTMENTS.  ANY COMPANY WHO HAS MADE EGREGIOUS ERRORS SUCH AS THESE ARE REQUIRED TO SHOW THE CUSTOMER, IN THIS CASE, ME, THE EXACT ADJUSTMENTS IN THE LEDGER OF MAA'S ACCOUNT DOWN TO THE DOLLAR AND CENT THAT WERE MADE TO RESOLVE THIS ISSUE REGARDING MY REFUND. MY RENT BILL THAT INCLUDES WATER, SEWER, COMMUNITY FEES, ETC. WERE MISSING: ABSOLUTELY NONE OF THE USUAL *****LY CHARGES I  AM RESPONSIBLE FOR PAYING FOR THE ***** OF SEPTEMBER WERE ON MY ACCOUNT FOR ME TO PAY. I AM REALLY GETTING FED UP WITH THE UNPROFESSIONALISM OF THIS COMPANY. TO RESPOND BY SAYING I WAS REFUNDED AND NOT SHOW ANY EVIDENCE OF THE REFUND IS NOT ONLY DISRESPECTFUL AND UNPROFESSIONAL, IT'S ASININE.  THIS WILL NOT BE CLOSED UNTIL I AM ABLE TO VERIFY VIA MAA'S LEDGER FOR MY ACCOUNT THAT I WAS CORRECTLY REFUNDED THE $158.00 AND CORRECTIVE ACTIONS NEED TO BE PUT IN PLACE BECAUSE THIS DOES NOT NEED TO EVER HAPPEN AGAIN AS LONG AS I AM LIVING HERE.  YOUR COMPANY IS RESPONSIBLE TO ENSURE ACCURATE BILLING OF CHARGES BEFORE I AM TO BE BILLED. IF YOUR STAFF IS REVIEWING THE CHARGES TO  TENANT'S ACCOUNTS, THIS ERROR WOULDN'T HAVE OCCURRED IN THE FIRST PLACE.  TO HAVE TO SEE ERRORS ON MY ACCOUNT AND NOT BE ABLE TO HAVE THE ERRORS RECTIFIED AND CORRECTED IMMEDIATELY SOUNDS EXTREMELY SHADY AT BEST AND A SNEAKY WAY TO TAKE ADVANTAGE OF TENANTS AT ITS WORST.  YOUR STAFF NEEDS TO SHOW ACCOUNTABILITY FOR THEIR MISTAKES AND OWN UP TO THEIR ERRORS INSTEAD OF HIDING, NOT COMMUNICATING, AND HIDING BEHIND THEIR LEADERSHIP.  THE LEADERSHIP NEEDS TO BE MORE RESPONSIBLE AND TRANSPARENT WHEN A TENANT ASKS FOR EXACT AND CONCISE INFORMATION THAT THEY RIGHTLY DESERVE TO RECEIVE. THIS FOOLISHNESS AND OTHER THINGS LIKE STAFF MISTAKES AND ERRORS, CONTINUES TO HAPPEN, WITHOUT BEING TRANSPARENT TO THE TENANT AND THIS IS NOT FAIR. I'M NAMING INCOMPETENT PEOPLE IN THIS OFFICE, **** SPECIFICALLY AND THE FOREVER-ABSENT ************************* WHO IS "SUPPOSED" TO BE THE PROPERTY MANAGER IS NEVER THERE AND CONSISTENTLY NEVER RESPONDS TO EMAILS FROM TENANTS FROM THE FIRST DAY HE GOT IN THAT OFFICE.

  MAA NEEDS TO STEP UP AND DO BETTER. THAT'S THE ONLY WAY TO RETORE THEIR CURRENT AND EXISTING TARNISHED AND TAINTED REPUTATION . IF I CONTINUE TO HAVE ISSUES WITH THIS LEASING OFFICE STAFF, I WILL CONTINUE TO FILE COMPLAINTS AGAINST THIS COMPANY.

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2023

  Type:Order 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.

  ************************* a MAA property is seeking a 175$ cleaning fee from me when I left my apartment#*** in June of 2023. I never signed a form authorizing them to clean. I called them to voice my objections, and they have sent it to collections! I signed a 1yr lease in good faith, but there were many issues on their side I was willing to ***********) Recycling bin would overflow leaving an eyesore weekly. 2) Gate would be down,malfunctioning, for weeks at a time, leaving property open to tresspassing. 3) Tenant below #*** had an airborn sickness and had to vacate property. 4) parking near my building was horrendous, many times I had to park up the street, we did not have assigned spots 5) My wife moved in for a month with her dog, and they made me pay the full 300$ yearly fee for the dog, he only stayed 1 month

  Business Response

  Date: 08/23/2023

  The express clean option was verbally selected at move out and charged accordingly. After reviewing your dispute and the move out photos, I have reduced the move out charges owed to an itemized total of $94. This includes the cost to clean the carpet, clean the bathroom sink, tub, and toilet, as well as cleaning of the kitchen sink. The itemized charge list is included in your lease agreement, and I can provide that per your request. We can also provide you with photos of the items that required cleaning if you like.
  I have sent your revised move out statement with the updated amount due to the collection company so you can make the payment directly to them. I am sorry to hear that you were unsatisfied with your stay at *************************. We appreciate your residency and strive to provide everyone a positive experience during their time living here. 

   

• Initial Complaint

  Date:08/03/2023

  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 a legal shield member a little while ago because my landlord took over a year to fix the damages in my apartment which lead to me signing a non-disclosure agreement with them. But they have refused to repair new damages and I feel they have violated my lease agreement because I have called, emailed, and put in maintenance request for months and its always the same oh the contractor is out of whatever. I would like some legal help again so that I can break my lease I no longer wish to live at that address. But I dont believe I should have to pay 3200$ to get out of an apartment thats leaking and unsafe.

  Business Response

  Date: 08/09/2023

  Hi *******, 
  
  Thank you for reaching out regarding damages in your home and potential pending repairs. We understand that you are working with the Regional Property Manager regarding your concerns. We look forward to getting this matter addressed for you. 
  
  Sincerely, 
  MAA 
  
  

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 lived in one of the apartments own by MAA in the West End of ******** ******** from July 2019 to June 19, 2023. The apartment is *******************************************************, *************************************************************************************************. On June 19th 2023, I did a move out walk through with one of the ladies in the leasing office and handed them the keys to the apartment. The lady took pictures of every portion of the apartment and made me to sign electronically on her phone. I have not received a copy of the document including the pictures till date.On Wednesday July 26, 2023 I had a call from ************, a ********************** calling on behalf of management of ******************************************************* to collect a debt of four hundred dollars and change.I find the behavior of the management of ******************************************************* odd and unacceptable to send my information to a debt collector when I have not been informed of any debt via email or postal mail. The last email corresponding from management was on May 26th for my June 2023 rent. I paid my June 2023 rent on June 1st. It is very mischievous to for management to send my information to a debt collector for a bill that Im not aware of and debt that is just a month old. For the 4 year period I always paid my rent so for management to act this way is troubling. Im really struggling to understand what they have done. I would like BBB to investigate why the management of ******************************************************* owned by MAA took this action when I have not been notified of any bill via email or postal mail. I will also like ******************************************************* to remove my information from the debt collection agency they are working with and render a written apology. They should send my bill to *************************************************************** Chesterfield, ** ***** or email to *************** ******************************************************* **************************************************************************** Tel - ************ Email - *************************************

  Business Response

  Date: 07/31/2023

  Hi ****,
  
  Thank you for reaching out to us regarding your concern. We have connected with the on-site Property Manager who advised that the requested move-out inspection with photos have been sent to you. Additionally, the Property Manager shared that if you make a payment to the office, we can then cancel your account out of the collection agency.  Upon review of the account, it appears that you did not receive the automated emails that are sent to residents that move out with a balance due. We sincerely apologize for this,and we have our IT department researching this to better understand what happened. If you have any further questions, please reach out to the Property Manager.  
  
  Sincerely,
  MAA 

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. However since MAA and the property manager did not take due diligence to notify me of move-out balance due when they had my new mailing address, email address and phone number I have notify them of my next action if their action affects my credit score.  I have attached a copy of the letter with the check I sent to the property manager.  Thank you very much for your effort in resolving this issue.  I'm most grateful.

  
  Sincerely,
  
  ********

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

  North Chesterfield, ** 23234