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 Park Estate

  960 Catbird Ct Memphis, TN 38119

  
• 

  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

• 

  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

• 

  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:03/23/2023

  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.

  I live in MAA ****. The manager, *******, has been one of the most rude individuals I have met in my entire life. She lies, is unhelpful, and refuses to resolve major issues within the complex. She has been informed of the pipes leaking through the complex, and been advised by a third party plumbing service that they bring in to fix leaks that the pipes need to be fixed and she ignores their recommendation. There is a police officer that lives in the complex that has informed the office that they need to turn on and use the video cameras that the complex had installed, but ******* has ignored this as well. The complex regularly has uninvited people crash through the gate and they refuse to implement any security measures for the complex. The biggest issues I have had is with my neighbor smoking a tremendous amount of marijuana in his apartment. His bathroom vent and mine are connected. For months on end, half of my apartment has been unusual. I have submitted multiple tickets to the office, and spoken with them regarding it. The response that ******* gave me was that she "will not do anything about it". Her response is that I have to just live with only being able to use half of my apartment. I cannot live here anymore and turned in my notice to leave. ******* called and asked if I would be willing to leave before the end of my lease and she would waive any early termination fee and the remainder of the rent. After I found a place to move to, I accepted her offer, and she is now lying saying she never said it and it was not an offer. I have been trying to contact the corporate office for 10 days now with no response. I will not deal with the leasing office for my protection from the lying, harassment and mistreatment.

  Business Response

  Date: 03/25/2023

  We spoke to **************** to further understand his concerns and frustrations.  In addition, we reviewed documented communication between **************** and our team and were able to provide a resolution.  **************** has since expressed his satisfaction and appreciation of the resolution.  

  Customer Answer

  Date: 03/25/2023

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

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

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

  **********, ** 30319

  
  

• Initial Complaint

  Date:03/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a MAA resident paying 2 bills for their connection package. This is because I work for the same company that provides internet and cable for the apartment community. As an employee I am entitled to discounted internet and cable and cellular services for my entire family. ******** services have informed me the property management CAN in fact remove my unit from their billing with a simple call but its up to them because they make a commission from each unit. However our MAA location refuses. I was fine with paying for the MAA connection package and have been for over a year now. Until I found out that in order to have my employers cellular service perks I am automatically enrolled in the internet and cable employee perk package. Now I am paying 2 entities for the same internet and cable when I should be given discounts for being of service in this very industry. This seems very illegal and unethical and at the very least shows the laziness MAA. The ball is in their court to do the right thing as many other properties have no problem doing this for the telecommunication employee residents. If I cannot resolve this with them directly I will protest, file a complaint with TDHCA and seek legal advise to determine if this is excessive or a violation of reasonable utility fees. This needs to be better regulated and defined for many hard working service people being forced to pay for things their employers compensate.

  Business Response

  Date: 03/28/2023

  Good morning,

  I received this communication regarding a current resident residing at MAA ************ in *******, **. We have reached out to Spectrum along with our Senior Vice President over ancillary(houses the bulk cable program) to ensure we are not over charging this resident. The resident moved in this year and has paid two months of the cable package. As with all applicants, we review the package up front and explain all fees associated. We also require the new resident to sign a waiver acknowledging this package we offer along with the price. 

   

  After further research, our rep from Spectrum has reached out to the resident to help facilitate his concerns based on his employers discount. Please see communication below specifically from our rep...

  I validated a few items and confirmed the resident/Spectrum employee isnt prohibited from the mobile discount. I tried to reach them over the phone however wasnt successful. I followed up with an email to set up time to resolve.
  
  Al

   

  Further communication from our SVP over ancillary states the below...

  I escalated to Spectrum to confirm the yellow highlighted portion below.   From what I recall, Spectrum does not honor that.
  I would liken this to any other employee benefit a company provides; however, not every associate takes advantage.  MAA offers a discounted rent price if I were to reside in a MAA apartment home but I voluntarily decide to live elsewhere.  This resident voluntarily chose to reside with MAA and as part of the residential lease agreement, they agreed to terms and conditions of the MAA *************** regardless of employer benefits provided.

   

  I hope this provides clarity for this resident and the BBB. Should you need further insight please feel free to reach out to myself at ***********************************************.

  Thank you,

  Velvet ********

  RVP - MAA

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19602057
  
  I am rejecting this response because:

  I have not received any emails to set a time up to facilitate my employee service account. I would like that at the very least. I tried to call back shortly after missing the Spectrum reps call but was sent to voicemail. 
  

  I would also like to provide proof of the condition to being eligible for the mobile benefit. I never said I was prohibited but there is the condition that I must automatically be enrolled in a second internet and cable package (the reason for paying 2 packages now). This definitely needs facilitating.
  

  If that can be resolved than I agree I have chosen to reside somewhere with a spectrum package regardless of my employee benefits as it was before I was given true information on MAA not having to foot or be burdened by my connection costs. I simply thought it reasonable to request it be removed if it in no way hinders them financially why wouldnt they want to do something in good interest of their residents as they claim in their mission statements. Especially when they have struggled to have a good rating. I am a firm believer in not harming a businesss reputation with my opinions and I dont intend on it but after my car being hit by their poorly hired maintenance man on a gulf cart and now this I believe they have earned their terrible ratings. As I stated before I have been with MAA for for over a year not 2 months. This is my second lease after transferring from MAA ******* Ridge to ******. I did not complain or have a problem with this until it affected multiple aspects of my income including my cellular bill and verified that it is optional for MAA to remove our individual unit with less communication then they are doing right now with spectrum.

  I will email the Spectrum rep and the ** in the emails provided and continue to wait for a call to be setup. However I will not stop at this resolution it is not resolved until I am no longer paying 2 bills for the same thing.

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

  Business Response

  Date: 04/04/2023

  Hello,

   

  MAA Connect is not optional on sites that have it listed, unsure why the resident believes this. MAA does have properties that do not offer this package, should they like to transfer to a sister property to off set this cost, he does have that option and is welcome to contact the leasing office for more details on this.

  The cable package is listed on the fee sheet, moving guide worksheet and the first page of the lease. I have reached out to the Spectrum rep asking for him to call the resident back in best efforts to help quickly. 

  Thank you,

  Velvet ********

• Initial Complaint

  Date:03/08/2023

  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.

  On December 25 2022 at 8 am, a faulty sprinkler system at the apartment sent a torrent of water through the apartment burst pipe, displacing my family and me from the apartment. Apartment management did not provide relocation or any other support. The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. It shouldn't matter if your apartment's rental office does not open over the weekend. When it comes to flooding, you need someone to respond fast. This is one of the many reasons most apartments rank maintenance requests based on severity. Any emergency involving flooding usually requires immediate attention. It is the landlord's responsibility to ensure all rental units are livable. Therefore, they may be held responsible if they fail to respond to the flooding incident. My family and I have to move out of the apartment due to unlivable apartment conditions and stay with a friends family in a small single-family house for some time before finding a place to move in.

  Business Response

  Date: 03/09/2023

  Thank you for reaching out about your recent move from MAA ******************************  Upon review of your account, it appears that we attempted to make the appropriate repairs and offered to replace your carpet which you declined.  The account shows that you opted instead to move out of the apartment home.  Because of the circumstances of the move, we did not charge a notice period or early termination fees.
  
  Please note that the lease allows us a reasonable period (14 days) to make necessary repairs to the premises without any obligation to waive rent and/or terminate the lease.  Please refer to paragraph **** of the attached lease agreement. 
  
  Given that we did not have the opportunity to make the necessary repairs prior to your decision to vacate we will not reimburse you for moving expenses or a refund for rent.  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19557624
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.
  

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/13/2023

   
  

  From the CONSUMER:

  Sent 3/11/2023 4:54:45 PM

  Read by ************************** on 3/11/2023 4:57:17 PM

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of arctic weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Business Response

  Date: 03/13/2023

  Our records indicate that the team responded within 24 hours to the flood and attempted to have your carpet replaced within 48 hours of receiving the service request.  You refused access to the carpet company on December 27th to replace the carpet which would have shortened the time frame for the drying out process.  On December 29th you notified the team that you were moving out of the apartment home and that we could make the necessary repairs since you did not want us to complete the repairs while you were living in the apartment.  

  Based upon our communication logs the team responded in a timely manner and made every effort to make the repairs without your cooperation.  Since we understand the frustration of having a pipe burst and a flood on the holiday we waived your termination fee and notice requirements.  This consideration was generous and we will not provide any other compensation.  

  Please feel free to reach out with further questions. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19557624
  
  I am rejecting this response because:I am rejecting this response because:  To replace the carpet in the apartment Manager wants to throw my furniture outside the apartment also Apartments manager does not offer any accommodation and the unit required much more work and time for repair than just replacing the carpet it was a pipe and wall damage needed to be repaired time for all repairing probably require a week at the list. So apartment manager forces my family to move out we simply dont have any other option. Based on what happened I demanded to apartment management compensate me for expenses I have to take from my familys limited budget. 
  Sincerely,
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/08/2023

  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 a current resident at ***********************************************************************************. When I logged into the online resident portal on March 7th, I saw my rent payment was returned. (Account was current until this) Ive been having countless issues with my bank. When I made the rent payment on the 1st, the correct funds were in my account. My bank did an online maintenance from 3/3-3/6. Between that time, there was no way to access any functions with online banking (app; online bank, phone etc). That would also explain why the payment didnt return until the 7th. (6 days after the payment was made following the online maintenance shutdown). *** reached out to the property regarding best ways to resolve this issue, with no luck. They are now threatening for me to pay immediately or there could be legal action. For this location, if rent is not paid by the 2nd, theres a $75 late fee. The late fees then add up from there. When I logged into my resident portal today, (March 8th) I have a $75 late fee, plus an additional $60 late fee on my account. (They applied this at one time, penalizing me for this issue as if I was aware of it) I want to take care of this urgent matter as quickly as possible. Again, I reached out to the property and Im not sure theyre willing to accept a partial payment, but I can pay $1,100 now, and the rest by the end of day Saturday (at the very latest). (March 11th). The local community will not respond to my ongoing emails and questions. Instead, I was sent a generic email (not answering any of my questions about making a payment and copying in the *** email). Its very unfortunate because I have always communicated, and now they are threatening legal action with no way of knowing if theyll accept $1,100 now and the remaining balance of $300 (this includes late fees in two days. Im at a lost for what to do at this point!

  Business Response

  Date: 03/08/2023

  The property was notified by electronic mail today, the same day the resident was notified that his payment was returned.  Our Assistant Property Manager called the resident at 10:43 AM and explained that we cannot accept partial payment, but we can accept full payment on Saturday which is when he said he would have the full amount.  The resident agreed and we expect that he will make his full payment as he stated.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19556006
  
  I am rejecting this response because:

  why am I still being charged late fees each day until Saturday? I was told by the property that I would continue to be charged $10 a day in late fees. Why am I being charged $165 in late fees for a payment that was current until yesterday? I would have Marchs payment made by now if it wasnt for the late fees the property keeps charging. I dont feel like this is justified. 

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

  Business Response

  Date: 03/13/2023

  Due to the payment being returned by the bank, the original payment was not received.  The resident therefore is late as of the 2nd and is charged a $75 late fee and $10/day until the full balance is paid in full.  There was also a $30 returned check charge.  This is part of the lease and is the same for all residents.  We thank you for making your full payment as promised.

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an application for an apartment unit at the Cool Springs location. The application process and agreement itself stated the processing fee of $200 would not be charged until they were ready to actually do the checks. However, the $200 was immediately charged to my account. Not only that, I was immediately given a runaround on my proof of income. I ended up canceling the application, as they clearly did not want me as a tenant. Canceled application well under 48-hour limit and refuse to return the $200 processing fee (I am fine with the sacrifice of the $50 application fee and chalk that up to a bad choice).

  Business Response

  Date: 03/02/2023

  Thank you for reaching out about your experience at MAA Cool Springs.  In reviewing the account it appears that we could not verify your personal income with the documents provided and you decided to cancel your lease agreement.  I have attached a copy of the email from MAA Cool Springs yesterday that explains we have initiated a refund of the processing fee.  I apologize that was not made more clear for you. 

  Additionally, I understand your frustration at our application process and can assure you that we have very specific requirements.  We apply the process consistently with all applicants.  Please feel free to reach out with any further questions.  

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  As long as the refund is actually processed, I'm fine.  Additionally, I have already secured housing elsewhere with the same documentation, just as I have done in the past five years of owning my own business.  I have purchased $160k+ vehicles with the same documentation.  I have managed preapproval for $500k+ home loans multiple times (but ultimately left the market and rented again) with the same documentation.  It is insulting to be treated like I am trying to deceive you with my income when every single other financial entity, some much, much larger than this one.  This is a case of hiding behind a convenient set of rules in order to execute a personal and/or corporate bias.  Every other company, large and small, has had *********** with my income and proof therein.  The problem is you, not me.
  

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

  6300 ********* Apt 306

  ********, ** 37067

  
  

  Customer Answer

  Date: 03/07/2023

  Still no refund.

  Customer Answer

  Date: 03/08/2023

   
  

  From the CONSUMER:

  Sent 3/3/2023 12:11:15 PM

  Read by *************** on 3/7/2023 7:57:28 AM

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  As long as the refund is actually processed, I'm fine.  Additionally, I have already secured housing elsewhere with the same documentation, just as I have done in the past five years of owning my own business.  I have purchased $160k+ vehicles with the same documentation.  I have managed preapproval for $500k+ home loans multiple times (but ultimately left the market and rented again) with the same documentation.  It is insulting to be treated like I am trying to deceive you with my income when every single other financial entity, some much, much larger than this one.  This is a case of hiding behind a convenient set of rules in order to execute a personal and/or corporate bias.  Every other company, large and small, has had zero issues with my income and proof therein.  The problem is you, not me.
  

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

  6300 ********* Apt 306

  ********, ** 37067

  
  

  From the CONSUMER:

  Sent 3/7/2023 7:58:00 AM

  Still no refund.

  Business Response

  Date: 03/13/2023

  Our records indicate that your refund was processed and you should receive the check within the next week.  If you do not please reach out to *********************************** at ****************************************** so that we may track the check.  Please note that we have 30 days to process and send refund checks however you should receive the funds in advance of that timeline. 

  I understand that you are dissatisfied with your experience at the community and our application criteria.  Unfortunately, we cannot qualify an application for a leaseholder without verifying their personal income.  Since we were not provided with documentation verifying your personal income and you were the primary leaseholder, we could not move forward with approving the application. 

  Please feel free to reach out with any further questions.  

   

   

   

• Initial Complaint

  Date:02/28/2023

  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.

  On 02/25 around noon, there was an incident with your employee ******************************* and her partner *************************. **** is the one who issued the verbal threats that are listed below from an incident in Nov. 2022. On Friday I had sent an email to the office regarding no parking being available in the evening, I also advised that per my lease cars parked here need to have valid up to date registrations and there are a LOT of cars with expired plates, some since 2019. My work with **** of ******** Security has been see something say something. I was walking my dog and took some camera shots of some plates that were expired. All of sudden ******** and **** came down from the third floor yelling at me from across the parking lot about me taking a picture of their private property. They both were accusing me of harassment and they were sick of it (I have had no contact with them since the Nov incident, so if they consider me walking down to get my mail or fresh air and using the sidewalk in front of their 3 floor apartment intimidating then I don't know what to do. This is the only time they would see me). Both of them continued to walk toward me and ******** still yelling that she was calling the police. She told me don't walk away from me like you did nothing wrong. I was not aware that two of the cars that I took snapshots of plates that expired in 2021 were their cars. So appears your own employee is not adhering to the lease agreement. I am 63 years old fighting cancer and I do not need this stress or threats that make me feel unsafe in the community. I need your liability carrier for general liability for the negligence of your employee. My lease does not run out until 7/1 I would like permission to break my lease without any penalties, I can be moved out by 5/13. I can not move sooner than that because I have to work around my treatments and the days that I can not function, well that and the added expense.

  Business Response

  Date: 03/03/2023

  To whom it may concern,
  
  We have investigated the concerns and are taking the appropriate steps. MAA is committed to quality customer serve and only tows cars that are not operable or abandoned. We do try to monitor cars needing towing by looking for expired tags and our lease gives us the right to toe for expired tags; however we would never want to tow someones car that is operable and in use that lives here or is someones guest solely due to expired tags. 
  MAA has accepted this residents request to break the lease and MAA also has options to move within the company to sister properties. Additionally we offered to move the residents garage to a location that was closer to her current apartment to accommodate a better parking space.
  
  Thank you 
  

  Customer Answer

  Date: 03/07/2023

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

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

  8331 *************** APT 106

  *******, ** 27617

  
  

• Initial Complaint

  Date:02/25/2023

  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.

  On Feb 22, 2023, my apartment (MAA Uptown Village Apartment ****) flooded with gallons of water that looked to be coming from inside the walls. I went to leasing office to get emergency maintanence. They looked at my water meter and there wasn't any indication of leak coming from inside the apartment. One person from maintenance came with a wet vac. They gave me two floor fans, told me to move it around the apartment and left. Water damage that is not properly dealt with will leave lasting damage and cause mold. It seemed like their plan was to leave the two fans there and call it a day. I emailed requesting they send water damage specialist. The speciliast came the next day on Feb 23, 2022. He took moisture readings, took off baseboards, put up a dehumidifier and 8 floor fans in the living room, kitchen, and laundry room. So on Feb 22 the apartment was uninhabitable because of wet floor and water seeping out of flooring, starting Feb 23 it was even more uninhabitable from the noise, dust, and heat generated by the fans. I requested they provide me another apartment. The manager told me "When an issue like this happens, we fix it and then you will be back in the unit in no time. We did just want to clean it up and put two fans in there to solve the issue, but you wanted a restoration company to come out, so I did what you requested". On Feb 25, I went back to get some clothes and noticed that the closet smelt very bad. I noticed that the water had seeped through the laundry room and into the closet floor. The carpet, padding, and the floor was wet and had been wet for 4 days. The restoration specialist did not check the closet. The property managers haven't even bothered looking at the apartment. The water damage incident response has been incredibly incompetent considering on Feb 25, there is a wet room that hasn't even been looked at and is still wet. I haven't been given a timeline on when I can return nor given an option to transfer to another unit.

  Business Response

  Date: 03/10/2023

  On February 22, 2023, an emergency call was placed regarding a leak in the laundry room and our onsite service team responded to the call.  The impacted area noted was the laundry room and water was extracted.  The onsite service team placed their drying equipment and contacted our restoration company to come and pull baseboards, make flood cuts,place equipment appropriately and monitor the drying process.  Their first availability was the following day.
  
  On 2/23/2023 the restoration vendor arrived and removed 65 linear feet of baseboard, 7 feet of toe kick, Hepa vacuumed all dust and debris and cleaned and sanitized with antimicrobial treatment.  They also placed six air movers to dry carpet as well as one dehumidifier for a total of 5 days.  All necessary drying equipment has been removed and all sheetrock/baseboard repairs have been completed. 
  
  While the drying process is not ideal, it is required to ensure the structure is completely dry prior to closing the wall back up. Based on the response time of the service team and our vendor as well as the limited areas impacted we did not consider your home as unlivable which is why a transfer was not offered.    

  Customer Answer

  Date: 03/11/2023

   
  Better Business Bureau:

  Thanks you guys were actually very good and did a great job! I've had bad experiences with older apartments so was being a pain haha. Cheers and thank you!

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

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

  2006 *********** Apt ****

  ******, ** 75204

  
  

• Initial Complaint

  Date:02/15/2023

  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 recieved this move-out from the assistant manager on 01-27-23. On 02-09-23 I logged in to pay the said move in amount shown in the email only to find out that someone has back dated to add a charge for 01-20-23 for misc. The mangers of this location stated that the move out I recieved was a "pre moveout" and that I have to pay for counter tops that are damaged. The countertops were not damaged by me or anyone in the home. Still waiting on someone to contact me back as to why I would get billed for this new upgrade to this old apartment.

  Business Response

  Date: 02/21/2023

  December 16th, 2022
  I reached out to the resident and stated that the countertops would have to be replaced due to damage.  I informed the resident as we would have to enter again as our third party would have to enter to get measurements.  
  Resident replied back and stated this would not be an issue. 
  January 18th, 2023
  I reiterated that the countertops would be replaced when I received keys from the resident and discussed the deposit on hand.  As I was with the resident I reviewed their file and did not see a move in inspection turned in on their behalf.  The resident stated that they did not recall if the damage was there at move in and that they did not turn in the inspection form. 
  
  Initial move out statement did not reflect the replacement charges for the countertops. After auditing our files, I noticed this and had the statement revised to reflect the initial bid. I explained this to the resident who stated she would contact corporate.  I reached out to my RVP on her behalf; however, my RVP was leaving on vacation and would not return until the 22nd.  The resident has stated in writing that they do not want to speak with us anymore and that they have filed a complaint with the Better Business Bureau.  I returned from vacation today and will follow up with my RVP and reach out to the resident as a follow up.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19409936
  
  I am rejecting this response because:
  If I spoke to someone about this why would I agree to this charge? We did not damage the countertops and the move out sent to me is dated 1/27/23, that is several days after would of spoken to someone as you've claimed. 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2023

  I will remove the charges for the replacement.  

• Initial Complaint

  Date:02/01/2023

  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.

  On December 26th, the water sprinkler pipes in the ceiling burst and flooded my entire second bedroom and dinning area. I was not home at the time and only discovered the problem two days later, the property did not tell me. A contractor came to drop off fans, another to rip up the soaking carpet pads. I had smelly, damp carpet in my apartment for two weeks. Mold started setting in the walls. I informed the apartment. Another contractor came to spray but the mold remained. Work finally started in the second bedroom, it took the contractors about a week, they were efficient. Now, I have been waiting for carpet to be installed. I called the office and they seem to be clueless on the status of my apartment. I spoke to the manager and they claimed they were unaware that I didn't have carpet even though we spoke a week prior. During that call, I told her and so did the contractors about the carpet, that they refused to put back the moldy carpet which this company instructed them to do. She said that their carpet vendors would come out. That didn't happen and I was waiting for a week until I finally called and discovered the order wasn't put in. I told the mgr to have a maintenance guy come out to ***** the damage because again, they claimed they had no idea about the carpet situation. This was days ago. I'm still living in an apartment that is partially uninhabitable and I've not been getting updated on any progress now. The next step is the retain an attorney as this company is in serious breach of the leasing agreement. It's been well over a month since my apartment was damaged and it is still not done. Contacting corporate goes nowhere as they reroute you to the leasing office.

  Business Response

  Date: 02/10/2023

  We appreciate ******************** patience as we finalize the repairs in her home that resulted from Winter *********************  These will be completed Saturday 2/11/23 with a follow up from the property manager on Monday 2/13 to ensure **************** is satisfied.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to the follow up call from management to voice any additional concerns I have about the work and a possible credit to my account for the month of January that my apartment was not fully habitable. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've attempted contacting MAA on several occasions to resolve a delinquent debt, but no one at the company is calling back. I call the number and it's an answering service (rude) who is not able to retrieve any information, nor transfer to a representative who is able to assist. I've sent requests through the "contact us" link on the company website, but still have not received a response. When I contacted the property, which is no longer under MAA management, they're telling me there's no record of any unresolved debt. There is a judgement on my SafeRent history for delinquency, but no information on how to pay/resolve the debt. I'm currently living with others due to not being able to rent due to this debt that the complex is unable to confirm. I need someone to contact me immediately to resolve the issue.

  Business Response

  Date: 01/31/2023

  Former Manager for MAA Deer Run has reached out to ************************* and provided her with the information to the collection agency and the collection notice that was originally sent to ************************* dated: March 3, 2020. 

   

  Attached email and collection notice for reference. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18904559
  
  I am rejecting this response because: The amount on the letter that you just sent is invalid. I contacted SafeRent Solutions and was told that the court ordered judgement/outstanding balance to MAA Deer Run is $1,388.00. I'll need an itemization of the debt that you're claiming and proof that this information was sent to me previously. Obviously, I did not receive the letter that you've attached here as I no longer lived at the address that you sent the letter to because I moved from the property, MAA Deer Run in December 2019.

  The property may have been sold in 2022, but I reached out to MAA via phone at: ************ and was told they are an answering service and can not reach out to MAAC representatives. In addition, I sent a 'contact us' inquiry directly to MAA from the MAAC website, not through Deer Run. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/07/2023

  ******,

  Good afternoon, I've received an inquiry regarding your past due account for MAA Deer Run, please note MAA sold the property on June 3, 2022. This may be the reason why we haven't received your message sooner.
  Please see attached collection notice, you may contact TSI to resolve the account.

  TSI Client Services
  PH#************

  Please let me know if you should have any additional question or need additional assistance.