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

  
• 

  MAA West Creek

  1000 Wilkes Ridge Place Richmond, VA 23233

• 

  MAA Stonefield

  3105 District Avenue Charlottesville, VA 22901

• 

  MAA Communities

  9111 Ramblewood Dr FORMER: primary, reportab Coral Springs, FL 33071

• 

  MAA Carrollwood

  14009 Clubhouse Cir Tampa, FL 33618

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:08/14/2025

  Type:Service or Repair 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.

  My daughter applied for her apartment with MAA Centennial a couple of months ago (June 2025). She was approved, submitted all requested information at that time and was set to move into her apartment on Aug. 18th (next week). She was super excited because its close to her job and school. Over the summer, she completed (did not renew) her lease with her old complex. She checked with MAA today in preparation for her move next week. Weve taken off of work to support. Shes purchased new furniture and scheduled the termination date for her current storage. However, when she called today, she was told her apartment has been leased. When she asked why, she was told there was a form she needed to complete that they had emailed and never received. She explained she never received an email, and when she asked what email address was used, she learned that they had been leaving the first letter of her name off of the email address, sending the email to the wrong email the entire time. Needless to say we are furious! For one, emails bounce back. For two, we were told that they also tried calling. She doesnt have record of a call or voicemail for that matter. For three, we have made several preparations for this move. We were offered another upcoming unit of the same specs but were told the price is $210 higher. We are still interested, but we dont believe thats fair, and we should be offered the new unit at the same rate or halfway given the fact that this mistake was on MAA. The sales rep ******* stated theres nothing she can do about the monthly price. So we contacted the 800 number shown online for complaints, only to be told a message was being sent to the local team. We would like to speak to someone who is higher up and who can do something about this given the *** has already told us there is nothing she can do. This is unacceptable for an apartment complex and an unaccountable way to do business.

  Business Response

  Date: 08/15/2025

  This prospective resident was never fully approved because they did not provide sufficient income documents in a timely manner. Their application was cancelled for this reason. Since the complaint, we have been working with the resident to find them a different apartment that fits their needs. 

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. The property manager, *******, reached out to me immediately and worked diligently to resolve. The other Representative, *******, has also been very helpful and very professional. I am very appreciative of their assistance. 

  
  Sincerely,
  
  ***** ****

  , GA 30014

  
  

• Initial Complaint

  Date:08/06/2025

  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 filing a complaint regarding an unfair carpet replacement charge of $386.84 listed on my final move-out statement from MAA Brentwood, dated July 23, ******* the time of move-out, the visible condition of the carpet was clean, unstained, and undamaged. I personally ensured that all carpeted areas (stairs and bedroom) were thoroughly cleaned and left in excellent condition. The landlord later claimed that stains were discovered underneath the carpet and are allegedly due to pet stains, which they cited as the reason for charging me a prorated cost of carpet replacement.However:No visible stains or odors were present at *********** damage was reported in the initial final statement only after I contested the charge in writing.The landlord changed their explanation mid-discussion, initially referencing general damage and later introducing pet-related concerns without documentation.There is no proof that the alleged stains were caused by me or my pets.The stains were only discovered after the carpet was removed, and not during the required move-out ************* lease (Paragraph 8.1.4) states that the apartment must be left in its original condition, normal wear and tear excepted. Tennessee Code ********* and ********* limit tenant liability to damages beyond normal wear and tear. Since the carpet was clean and undamaged on the surface, and no issues were communicated at the time of move-out, the cost of replacement should not be passed on to me as the former tenant. Stains or discoloration found only under the carpet and not visible at move-out fall squarely within this category.This practice appears to be part of a concerning pattern at this property, as I have found similar complaints from other tenants in online reviews.Resolution Requested:I am requesting that MAA Brentwood remove the $386.84 carpet replacement charge from my final account and provide a corrected final statement with a total that excludes this charge.

  Business Response

  Date: 08/08/2025

  Thank you for reaching out regarding the final balance due to MAA Brentwood.  I have attached a copy of the inspection report for your apartment home with photos of the damaged areas.  While I understand you do not feel that the charges are valid, the stains on the carpet necessitated replacement of the carpet.  It is a common standard for Management to pull back the carpet to ensure that there are no hidden damages at each move out. 

  Also, please note that the carpet was new when you moved into the apartment home on 8/21/2023.  I have attached a copy of the invoice for that carpet replacement for your review.  The carpet was installed on 8/1/2023.

  The depreciated cost to replace is valid and we will not be able to grant your request to reverse those charges. 

  Please feel free to reach out with any other questions. 

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

  Regional Vice President

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

• Initial Complaint

  Date:08/05/2025

  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 have been experiencing a german cockroach infestation at the MAA Spring apartments since the end of February 2025. I first just saw one and sprayed it on the spot, but over the following weeks, the issue became worse. I submitted a maintenance request for pest control to come to my unit on March 17th, and the Company's pest control vendor inspected my unit, confirmed there were no nests present in my unit, and sprayed my unit. The issue continued to persist, and I put in another maintenance request for pest control on April 22. Pest control came out again, confirmed there were no nests in my unit, and sprayed. However, by April 28th, the issue was so bad that roaches so young they were still white were crawling on my recently washed and still damp skate gear, causing me to have to replace some of it, and had to leave my apartment for a week to try to use ***** foggers. I emailed property management about the infestation and they attempted to schedule pest control to come when I was out of town, and I wanted to be present to witness the inspection. They didn't respond to my email, so I went up in person to talk to the property manager, *******, to schedule pest control to service my unit and the adjacent apartments. I followed up by email to confirm pest control would be coming and received a snarky response, followed by pest control not servicing my unit the next week. Even with pest control servicing the unit, I still experienced roaches to the point that I had another conversation with ******* and she agreed to let me out of my lease. I have been requesting to review the documents needed to be released, as well as what my financial obligation should be (though I shouldn't have one for needing to leave a ***** infested apartment). I then was ghosted multiple times, and have requested the information upwards of 7 times without receiving it. I also requested a rental credit for dealing with this issue for 5+ months now, and have still not received a response.

  Business Response

  Date: 08/19/2025

  We have worked with our professional pest control vendor to address the pest concerns impacting Ms. ******* home.  

  In addition, we have been in contact with Ms. ***** to discuss resolution, including the offer to allow Ms. ***** to vacate her home on her date of choice without penalty.  These terms and the paperwork have been sent to her in writing per Ms. ******* request.  We remain committed to working towards a resolution.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23704779
  
  I am rejecting this response because: After multiple months of refusing to provide the notice to vacate and release me from my lease without penalty due to the pest infestation, they are requiring that I remove monetized videos regarding my leasing experience with the property management company in order to do so, but without providing reimbursement for any of the pest control items I've had to purchase myself to control the infestation, for the property that has been damage and thrown out as a result of their negligence on the matter, or to compensate me for the missed revenue resulting from taking the videos down.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/11/2025

  The offer for Ms. ***** to vacate her home prior to the end of her lease agreement without penalty remains.  We would like to request she specify her desired vacate by Friday, September 19th.  This offer will expire following that date.  Ms. ***** declined service to her home from our pest control provider.  Reimbursement for any treatment of pests she purchased will not be reimbursed as they can reduce the effectiveness of the treatment of our professional pest control provider. 

• Initial Complaint

  Date:08/05/2025

  Type:Product 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.

  MAA ************** has scammed me out of money on rent. I have always paid through the MAA app or website ever since I have moved in. For the past couple months there has been no issues and no complaints until now. I paid rent on July 28th, 2025. My balance on the app showed 0 and there were no issues. I woke up at 6:00am on July 31st to see that no money has come out of my account and that I still had a balance and now a charge back fee. So, I paid the amount again and even paid the extra 30 dollars. I then receive an email from MAA at 8:35am on July 31st that my account number was invalid. My account number was never changed; there is documentation that it was never changed and there is documentation that there was money in the account. So I took the account off the app and re-added it to make sure there would be nothing wrong. After talking with the woman in the office, she was basically telling me that I had no money in the account, completely contradicting what was said in the original email sent to me. I told her about me re adding the account and she did not really respond to that, just told me again to wait it out. So, after some back and forth on the phone, I was told to see if the 2nd payment I made would go through. July 31st, 2025, I sent another email saying that I did not want to deal with this anymore and asked if I could cancel that previous payment and if I could just pay with a money order directly to them instead. I received an email back later that day saying the payment was successful as of July 31, 2025. 5 DAYS LATER on August 5th, 2025, I see that we have an even bigger balance even after everything I was told. Infact, it was 190 dollars more than the original rent amount! No email, no contact even from the previous day, which was Monday, a business day, nothing. I want to be credited or refunded the amount of late fees I was charged. Charging late fees when the payment was not presented to my bank is ridiculous.

  Business Response

  Date: 08/13/2025

  To Whom It May Concern

  On August 1, 2025 ***** ****** called the office and spoke with ****** ****** the assistant property manager. When she looked at his account it showed a zero balance and she told him  that.  It does take a few days for the bank to clear a check.  On August 4, 2025 the check was returned and our system charged him the late fee and *** fee.  He accused us of changing his account number of which we have no ability of doing so and ****** explained this to him.  She did suggest that he get money orders or a bank check.  His girl friend came in with it.  After this ****** spoke with the *** regarding this and it was agreed that the late fees would be waived as a courtesy but not the *** fee as we get charged this from the bank.  

  ***** ******, Property Manager at MAA ***************  If you need further information you can contact ****** or myself at ************.

  Customer Answer

  Date: 08/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  I want to say this one last thing. I NEVER accused any one of changing the account number. I do not know where you got this information and quite frankly it is slanderous. I told the person I was on the phone with that my account info was never changed on my end and that nothing was changed with my bank either. Not once did I suggest, hint, or comment that the company, or person I was speaking with, could have changed my account information. I accept the refund for the late fees but I am appalled that a company would even issue a response like that. 

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

  , FL 34202

  
  

• Initial Complaint

  Date:08/05/2025

  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.

  Paid a full months rent over *********************************************** unit 408 in order to secure my apartment and give maintenance at least ******************************************************************************************************************* Fast forward day of move in and it was a complete nightmare. No maintenance was completed. No repairs were completed. Apartment was left in an unhealthy unsafe and damaged condition. I have reached out to management via email in person and on the phone making multiple complaints addressing my concerns and they have chosen to ignore all communication. It has been 2 months now and no maintenance has started. I reported the mold and unhealthy growth of mildew to the city of ******* pending investigation. I am moving forward to seek legal advice to further protect my tenant rights against the malicious and criminal behavior MAA ******************* continues to provoke onto hard working professional tenants. Emergency Leaks Mold Mildew - ********** Laundry Room Mold Unknown - Living Room Missing Broken Door Handles - Front Door Laundry Door Water Filter Refrigerator Dirty - No Clean Water Washer Dryer Damaged - Does Not Wash or Dry Clothing I am seeking immediate repairs and replacement of itemized damage and work orders and/or moved and placed into a new unit in proper habitable condition I am seeking a full credit and/or refund of a full months rent that I paid in advance credited back to me as recovery for the money I paid towards my unit that was contracted to be move in ready and never was.

  Business Response

  Date: 08/18/2025

  Hello,

  We have reviewed the written complaint from Mr. ***** ******.

  Although there are some items in the apartment that can be addressed, we do believe that they are minor in comparison to how they are being stated in his complaint. While reviewing the communication history of Mr. ******* we were able to verify his initial request listed in an email dated 7/1/2025, the day of move-in. Mr. ******* email referenced three photographs that depicted discoloration along the bathroom mirror frame, bathroom towel holder and living room glass sliding door seal.

  We believe these are the maintenance requests Mr. ****** was expecting would be completed prior to his arrival later in the month. Once Mr. ****** arrived from out of town on or around the date of 7/24/25, our office staff received a telephone call from Mr. ****** following up on his original maintenance request, while adding a couple of more. During the conversation,office staff stated that some of the requests would require scheduling due to vendor contracting and Mr. ******* time off work as he indicated in the call.

  On 7/30/25, Mr. ****** reported that he was not satisfied with the service being performed in his apartment as his maintenance requests were being closed out of the resident portal, marked complete, without proper repairs. Mr. ******* written concerns were then forward to the Property Manager for review and Mr. ****** was sent an email from the property manager on 7/31/25 attempting to address his concerns.

  No response was received from Mr. ****** until 8/5/25 stating that he had contacted the BBB and the City of *******. Prior to his formal complaint filing, there was no request to speak with a property manager or a supervisor from Mr. **************** 8/8/25, our staff received an email from Mr. ****** stating that he would be in contact with the property management on 8/11/25, either by phone or in person. In this email, Mr. ****** indicated that he does not give permission to enter the apartment unless there is an emergency. Mr. ******* email was acknowledged by management.

  On 8/11/25, Management met with Mr. ****** as anticipated and walked the apartment with him to better address his concerns.

  On 8/12/25, the City of Houston responded to his formal complaint and arrived onsite to inspect his apartment. The City of Houston inspector did not find cause for concern and stated to property management that the case is being closed without any action required.

  We are hopeful that Mr.******* concerns have now been addressed to his satisfaction and that any future concerns he may have would be tended to accordingly. 

  We offer our sincere apologies for any inconvenience Mr. ****** has experienced during this ordeal and we look forward to improving our rapport.

  
  Regards,

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

  Property Manager, MAA *******************

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23701745
  
  I am rejecting this response because: I have no idea who ****** is. Ive never met or spoken to him in reference to any of my concerns. His information written in his response is incorrect. Moving forward extremely minor maintenance was completed in my unit to mute my concerns as a tenant which can be stated as satisfactory. I am still waiting for my water filter to be replaced which was taken out and given to the property manager. Aside from the replacement of my filter I have no further complaints to address at the current moment. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 08/28/2025

  Hello,

  
  In response to Mr. ******* reply, I, the property manager,reviewed the pending status of the replacement water filter.  With this part order being delayed, our team located a replacement water filter locally to expedite the repair.

  On 8/25/25, the property manager contacted Mr. ****** by phone to schedule maintenances entry in order to complete the water filter replacement needed. Mr. ****** agreed that the replacement could be done the same day at 3pm.

  During the phone conversation, the property manager and Mr.******* discussed his recent experience while also identifying staff employees he has interacted with to date.

  This helped determine that ******** *******, one of our leasing consultants, assisted Mr. ****** with his application and move-in process. ******* *******, our Assistant Property Manager, met with Mr. ****** to discuss and walk his apartment to identify concerns. ****** *********, Property Manager, previously assisted Mr. ****** with non-related questions over the phone and briefly in person with parcel deliveries.

  After better understanding Mr. ******* experience, the Property Manager offered himself as a direct contact option should Mr. ****** have any questions,requests or concerns that may need to be addressed in the future.

  We are hopeful that all of Mr. ******* concerns have been addressed,and we offer our sincere apologies for any inconvenience he has experienced.
  
  Regards,
  
  ****** *********
  MAA *******************, Property Manager

  
  

• Initial Complaint

  Date:08/04/2025

  Type:Sales and Advertising 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.

  MAA Optimist Park recently offloaded their responsibility to validate residents insurance policy to an outside third party (getcovered). Over the course of this transition, I was incorrectly charged $40 per month for insurance noncompliance despite the fact that the I still had the same, valid renters insurance since I moved in over one year ago. I continued to pay this overcharge for several months to avoid late payment penalties while I attempted to get confirmation that my insurance was in compliance. After uploading my insurance to the third partys site several times, and receiving multiple confirmations that my submission was received and being processed, no one followed up on the status of my insurance submission despite multiple calls and emails to getcovered and to my apartments leasing office. I finally asked my bank to dispute the $40 insurance penalties I had been paying for the past several months since it was clear neither MAA or getcovered planned to remedy the issue or reimburse me for their errors. MAA then sent me an email threatening to sue me and demanding over $4k in late fees for contesting the $40 insurance penalties. I have followed up with them twice now without any response. I would like to pay my upcoming months rent on time but am unable since there is now over $4k billed in excess that the system is requiring me to pay before I can even pay my actual rent balance. Still have not received any response from MAA corporate, local leasing office, or getcovered.

  Business Response

  Date: 08/18/2025

  The resident filed this claim regarding a $40 charge that was applied to her account for noncompliant renters insurance. When she disputed the $40 charge, our company reviewed the matter and issued a refund for the full total covering each month in question, rather than refunding only the individual charge.
  We have since spoken directly with the resident and explained the resolution. Following this discussion, the resident paid her account in full, and the matter has been resolved.

• Initial Complaint

  Date:08/01/2025

  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.

  Hi, I am writing to file a formal complaint against MAA ******** Apartments in *******, *******, regarding how my early lease termination request and related issues have been handled. Since moving in on March 28, 2025, Ive experienced serious and repeated habitability problemscockroach infestation, electrical malfunctions, faulty appliances. Despite multiple work orders and follow-ups, these problems were never fully resolved. And most notably, a strong, persistent smell of marijuana throughout the community. Due to the severity of these issues, I submitted a written request to terminate my lease early and asked that the early termination fee be waived. The property manager, ***** ********, did not respond for over two weeks. When she did, she simply denied the request with no explanation. I followed up by email, but she and the assistant manager, **** *******, refused to respond in writing and asked to discuss the matter in person. I specifically asked to handle this over email for documentation purposes, but this request was deliberately ignored and the response was deliberately delayed. Most concerning, I was told in writing by ***** that I had 30 days to pay the termination fee. However, when I later asked to pay just my August rent, I was told I could not do so unless I paid the full balanceincluding the disputed fee. I was also told my only option was to either pay everything or cancel my early move-out notice. This effectively blocks me from paying rent unless I agree to pay a charge I am actively disputing. This feels coercive and misleading. I am being forced to either stay in a unit with ongoing health and safety issues or pay over $3,000 in fees under pressure. I believe this behavior is unprofessional, and possibly a violation of tenant rights. A reconsideration of the waiver request based on the documented issues Ive reported.I am happy to provide documentation. Thank you, ** ****, MAA ********, Unit 8217

  Business Response

  Date: 08/14/2025

  We sincerely regret that Mr. **** experienced any discomfort during his residency. MAA takes all resident concerns seriously and works diligently to resolve maintenance and habitability issues in a timely and professional manner.
  

  Our records indicate that maintenance requests related to pest control, electrical issues, and appliance concerns were submitted during Mr. ***** tenancy. Each request was responded to and addressed per our standard procedures, including professional pest control treatments as needed. We have no documented evidence that any of these concerns were left unresolved following those service calls.

  Regarding the reported odor of marijuana in common areas: while MAA does not condone illegal activity and investigates complaints of this nature, it is important to note that multifamily living environments can sometimes include factors beyond our direct control. That said, we actively encourage residents to report any suspected violations, and we work with local authorities when appropriate.
  

  Mr. **** signed a legal lease agreement on March 28, 2025, which outlines the terms for early termination. Specifically, the lease states that all early termination fees are due at the time of submitting a termination notice. This clause is standard and is clearly outlined in the lease.

  Mr. **** requested a waiver of this fee citing dissatisfaction with his living conditions. While we understand his concerns, fee waivers are not granted in cases where the lease terms have not been breached. In this case, our records reflect that all reported issues were addressed through standard maintenance protocols.

  While we regret any delays in communication, we have no record of deliberate avoidance. We acknowledge Mr. ****** request for written responses and note that in-person discussions are often encouraged to ensure clarity and mutual understandingbut we are also committed to providing written documentation when requested.

  Mr. **** was advised that the balance due, comprised of rent and the early termination fee, must be paid in full, per the lease terms. The option to cancel the early termination notice was offered as a courtesy, not as coercion, in case Mr. **** changed his mind and chose to remain in the unit. At no time was he denied the ability to pay rent; rather, partial payments are not accepted when there is open balance due.
  
  While we empathize with Mr. ***** situation, the lease agreement is a legally binding contract. As such, MAA is not in a position to waive the early termination fee in this instance. However, we remain open to working with Mr. **** on a payment plan to assist in satisfying his balance in a manageable way.
  

  We thank Mr. **** for his tenancy and wish him the best in his future housing endeavors.

• Initial Complaint

  Date:07/28/2025

  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.

  After submitting more than the required document, i was denied reasonable accommodations for my ***. Myself, my prescribing physician, and the ******************************* all called frauds and was told that no *** documents would be accepted. Was denied a walk through of the property with a staff member after requesting it several times. Was denied new carpet when i discovered carpet was infested with fleas and covered in urine stains. Was denied corporate contact information. Physician attempted to give verification over the phone and it was not accepted. complaint is specifically against ***** *****, Property Manager.

  Customer Answer

  Date: 07/29/2025

  I have many more documents and emails supporting my complaint but i did not want to overload you. Please let me know if more is required or if you would like to see all the emails regarding my *** denial and the carpet. Also fair housing has took in the case regarding ***, however, they are backlogged and the investigation hasn't been assigned to a compliance officer. ******* *******, the division director for **** has taken it it. 

  Business Response

  Date: 08/07/2025

  While Ms. ******* request for accommodation of an *** was reviewed and denied by our Legal team and *** facilitator based on the documentation provided, we have communicated we remain open to reviewing additional documentation in support of her request at any time. 

  
  On the day of Ms. ******** move-in, the property manager offered both Ms. ******* and her roommate a walk-through of their new home. They declined, stating that due to their professional backgrounds in housing, they were familiar with the process and would reach out if they needed anything.

  
  At a later time, Ms. ******* requested a walk-through, and we attempted to coordinate a time with her. She eventually advised we go in on our own to inspect the carpet, as she was unable to leave work. The property and assistant property manager conducted the inspection. The request for new carpet was denied as the condition did not warrant replacementthere were no visible or otherwise detectable stains at the time of move-in or during our follow-up inspection. Additionally, no fleas have ever been found in the home by our staff, vendors, or professional pest control services, Cooks Pest Control.

  
  Ms.******* was provided with the ************** contact line.

  
  While our goal has always been for Ms. ******* to be happy and satisfied with her home, we have previously extended her the opportunity to terminate her lease without penalty.  We are willing to extend this offer again as an option for resolution. 

  Customer Answer

  Date: 08/07/2025

  I read the response from the business and this is inaccurate.  My roommate and I were not offered a walkthrough, we were told the walk through was preformed for us by another staff member. We asked for a walk through with staff several times and were denied.  ****** documentation did in fact meet all the qualifications as it is a written prescription. The **** and fair housing determined due to my disability, my prescription, and my physicians letter that my case regarding *** is jurisdicutional and they are investigating it as well. ***** ***** is not a mental health provider and not qualified to determine my medical needs. I have first hand witness to all my claims against ***** ***** and i also have pictures, videos, emails, and my roommate as a witness along with ****, HUD, and US Service Animals. She is a liar and everything in her response is a lie. 

  Customer Answer

  Date: 08/08/2025

   
  I read the response from the business and this is inaccurate.  My roommate and I were not offered a walkthrough, we were told the walk through was preformed for us by another staff member. We asked for a walk through with staff several times and were denied.  ****** documentation did in fact meet all the qualifications as it is a written prescription. The **** and fair housing determined due to my disability, my prescription, and my physicians letter that my case regarding *** is jurisdicutional and they are investigating it as well. ***** ***** is not a mental health provider and not qualified to determine my medical needs. I have first hand witness to all my claims against ***** ***** and i also have pictures, videos, emails, and my roommate as a witness along with ****, HUD, and US Service Animals. She is a liar and everything in her response is a lie. 

  Business Response

  Date: 08/25/2025

  The move in inspection, which includes photos, of Ms. ******** home is attached.  This demonstrates there is not a need to replace the flooring in the home.

  Ms. ******** request and documentaion for an *** was reviewed by our *** attorney vs. the on-site property manager.  The denial came from our *** attorney.  As previously noted, we welcome Ms. ******* to submit new documentation for consideration.

• Initial Complaint

  Date:07/27/2025

  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.

  Fraud charges regarding renters insurance (May 2025, June 2025 and July 2025) totally $90. This is fraud because it was required for me to have insurance prior to me moving in. I reached out to two individuals (Lugsis ****** and ******** *****) regarding the miscommunication yet nothing was resolved. After no response at all and a week after move out, I received an email regarding the carpet damage totally $30. Again, prior to me signing the lease I paid the required deposit. I need help understanding why this business thinks its ok to scam individuals.

  Business Response

  Date: 08/04/2025

  August 4, 2025

  
  BBB of the ***************

  
  To Whom It May Concern:
  This is a letter regarding complaint #********. In response to the residents statement, MAA requires each resident to keep, and to provide evidence of, a current renters insurance policy, matching the dates of their lease contract, with liability coverage of at least $100,000.00, along with an Additional Interested Party provision included. Residents are required to use the ********************* Portal to upload and approve insurance policy documents. If insurance requirements are not satisfied, the lease contract stipulates a ***************** Noncompliance fee of $40.00 per month until requirements are met. According to our records, the residents policy expired on May 15, 2025. Due to their failure to satisfy the ********************* requirements, they were assessed $40.00 noncompliance fees for the months of May, June, and July 2025.
  In addition, the resident was charged a cleaning and carpet cleaning fee, in accordance with the terms of the lease contract, leaving a final balance of $35.00. Thank you for your time.

  
  Sincerely,

  
  ******** D. *****, Senior Property Manager
  **************
  *************************************************************

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair 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.

  The problem is that at first they gave us the apartment in a dirty condition, there were a lot of spiders and cobwebs all over the house, cockroaches were running around. The walls were broken in places, nothing was painted over. The toilet in one of the bathrooms simply leaned to the side due to the fact that most likely there were rotten floors. Of course, no one began to clean the apartment or prepare it for our arrival, my wife and I had to do everything together: wash the walls, sweep the cobwebs from the ceiling and wipe the dust all around and kill all the living creatures in the house.I was very uncomfortable being in this apartment, and on top of all this, I am an arachnophobe, I am very afraid of spiders.I did not see the apartment with my own eyes, I put my hopes in this company, I thought that the people were honest, the apartment looked very good in the picture, but as it turned out, they showed me an apartment that was their demo version. And naturally they showed it to me via video call and as you know the phone camera can't convey everything.I asked them to give me another apartment from the very beginning, I was even willing to pay more but they said NO, I wanted to ask them for another apartment before my things arrived, the move was long and tedious, I moved here from ******** and they refused me another apartment.After we had already received our things and everything was put away, I went to the management again to ask for paint to paint the walls where they hadn't finished painting and to which the management smiled and said they could give me an apartment that was a little more expensive but better and newer. I think this is some kind of mockery of me and my wife.

  Customer Answer

  Date: 07/27/2025

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

  This link is to my folder in ****** Drive where I attached all the photos and videos when we entered the apartment for the first time before it was cleaned and all the spiders and cockroaches were removed.
  Our lease in this apartment began on 06/06/2025, the price for this apartment is $ ***** per month, as I wrote earlier, from their side a month later they offered us to look at another apartment, which is located in a slightly different place and costs more, the price for the new apartment is $ *****, we agreed, but we also wondered if they would help us with the move, would they pay for it for us, to which we received NO. They say that they went to meet me halfway, but I cant understand where it is their fault that they rented me an apartment in this condition and I asked for a new one before my things arrived here. For me and my wife, moving is a very big stress, especially after we spent a whole week cleaning this apartment, but on the other hand, we dont want to stay in this apartment because it is very uncomfortable. I again agreed with them and said that its okay, Ill move at my own expense (They didnt even offer us to live for free for at least 1 month as an apology) the move costs me another $800 now I received a letter from them yesterday, 07.26.2025, that we agreed with them to move to a new apartment from 08.02.2025, and the new lease was concluded for a new apartment from 08.01.2025 (Here I will try to explain in more detail what happened) My old lease began, as I wrote above, on 06.06.2025 and I paid the full amount for this month, but the letter that I received shocked me, they want me to pay $150 for this apartment in 2 days just because we are moving out of it on 08.02.2025 and I have to pay for the old apartment for 2 days, but where is the logic that my lease initially began with On the 6th of the 6th month, it turns out that they owe me back the money for the 6 months that I didn't live here, am I not reasoning correctly?
  The more I agree with them, the more impudent they become and try to mock me in every possible way. They are scammers, you can't do business with them at all.
  I don't see anything where they meet us halfway and try to somehow make amends for their guilt!

  Business Response

  Date: 07/29/2025

   

   

  The residents' concerns were addressed as quickly as possible. Maintenance did need to order a few additional parts which did come in and were completed. We did offer Mr. ******* to transfer onsite to another apartment however due to his specific floorplan availability; the same floorplan wasn't readily available. We did offer him to transfer to one of our sister communities and he accepted. 

  Customer Answer

  Date: 07/29/2025

  Not even any compensation for renting out such an apartment and for offering to move to another one so late after I had already unpacked all my things? 

  Is it my fault that they rented me such an apartment? 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23659257
  
  I am rejecting this response because: Not even any compensation for renting out such an apartment and for offering to move to another one so late after I had already unpacked all my things? 
  
  Is it my fault that they rented me such an apartment? 
  
  Sincerely,
  
  ******* Mednikh

  Business Response

  Date: 08/07/2025

  Mr. Mednikh and I have spoken, he agreed to transfer to one of our sister communities, and he wanted the moving costs incurred to be paid to him. We agreed upon an amount and he has vacated the apartment located at MAA Fifty-One and moved into our sister community. All has been settled.

  Thank you,