Complaints

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

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
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  MAA Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
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  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

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  MAA Tysons Corner

  1526 Lincoln Circle Mc Lean, VA 22102

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:12/03/2022

  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.

  Ive rented at other MAA properties for 8 years with no problems. It has been 5 months at MAA Preserve and the noise complaints have been poorly handled. MAA is a pet friendly community but they should not interfere with a tenants covenant of quiet enjoyment. The person in 201 has a large dog that runs, jumps off furniture, throws things on the floor as early as 5:30am. The chaos is so loud that I have clear recordings on my phone that I presented to the property manager and legal counsel. From 8am to 8pm it is caged where it paws at the floor from boredom, bark all day. I have complained about this to the office with no response. It wasnt until after a ****** review that I was connected with the property manager. While he has been prompt, the solutions to this issue are unsatisfactory. Nothing has changed, so for my mental health I HAVE to take the offer to transfer on my own dime just to be able to sleep and enjoy a living room that I pay $1700 for. The waived fees mean nothing, especially when Im not the one who created the problem. There is a disconnect between the office and property manager. I called to start this process and they have no idea what Im referring to. Its now been a week since then. If I have to move, I need reassurance that I will be approved for the new apt of my choosing so I can repack my life and book a moving company in advance but no. This entire process has been disappointing at every turn.

  Business Response

  Date: 12/05/2022

  Hello,

  Thank you for your response. We apologize that you have experienced a noise concern within your apartment home. We are working with the upstairs tenant in efforts to limit the noise concerns. The regional property manager will reach back out to address your concern. We appreciate your continued patience and residency at MAA Preserve. 

  Thank you,

  MAA Preserve Management 

• Initial Complaint

  Date:11/27/2022

  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 moved into *************************** in June and from the time we moved in things were already broken are continuing to break from water, sink, A/C, door, dryer, freezer, door lock, roaches, doors dont actually close etc. my husband and I chose this community because its in a good neighborhood and for **** a month and the claim to be a luxury apartment complex we assumed the price would match the quality of the apartment however that was not the case not a month has gone by that we havent seen maintenance in our apartment and aside from having 17 maintenance requests there is emails with the apartment manager and a call to corporate to get things fixed. At our last apartment we were there for two years and maybe had 5 maintenance request only one for a real issue the rest were things like smoke detector battery etc. We have a 13 month old son and him playing with a ***** was the last straw we have decided to move out.

  Business Response

  Date: 12/02/2022

  After investigating the situation, I found that *************** did not have the best move in experience. Unfortunately, some items were overlooked while preparing the apartment home for move in. While this was not ideal, we recognized that we did not meet ******************* expectations and issued her a $500 rental credit for the inconvenience. In addition, I have confirmed all work orders were addressed promptly after her move in and any work orders submitted within the last 5 months have also been resolved. I recognize ***************** gave us the required 60 day notice. However, the early termination agreement does require a termination fee in the amount of $3486. 

  As we regret we were unable to meet ********************* expectations, we would also like to offer her a free Express Clean upon her move out. This is a savings of $250 and allows her to move out without cleaning her apartment home or being charged any additional cleaning fees.   

   

   

   

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18468526
  
  I am rejecting this response because:

  While the 500 credit was applied for the issues at move in I did not mention that in my complaint. My complaint is about all of the issues after you have to admit for $1800 a month at a luxury apartment complex the issues we faced and the amount of issues we had especially the roaches (we killed at least 6 in one day you cannot tell me that is because were in the south because Ive lived in the south 14 years and have never) are ridiculous in the time we were there not a month went by where we didnt see maintenance at least twice literally every time something was fixed something else broke and we dealt with this without doing a single review online or making any public complaints trying to give the apartment complex the chance to make the false advertising we were given during our tour and my son playing with a ***** right. 

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

  Business Response

  Date: 12/06/2022

  We regret we were unable to meet ******************* expectations at ***************************. We are willing to meet her in the middle by offering to waive 1/2 of her termination fee in the amount of $1743. 

• Initial Complaint

  Date:11/27/2022

  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 lived in my unit at MAA ********* for several years. In those years, Ive had no complaints or issues with noises until my previous neighbors in the unit above me (3rd floor) moved out in July. The flooring was updated. I can now hear and feel the vibration of every footstep taken by my new neighbors. The vibrations from their footsteps are so strong that they often cause my apartment to shake. My ceiling fans, blinds, and paintings shake. It is intolerable! These noises and vibrations often happen late at night and early in the morning (11 pm - 3 am). As a resident, I am entitled to Quiet Enjoyment. I have the right to occupy my rental unit peacefully. However, I am constantly being disrupted by the noises and vibrations from the upstairs unit. I am also awakened at odd hours of the night by these excessive noises from my upstairs neighbors. These noises include loud banging, dropping, dragging, arguing, yelling, and dogs barking. I have done my due diligence in reporting this issue. I started reaching out to the leasing office for help in July 2022. My next door neighbor and I met with the assistant manager and gave a detailed account of this noise issue. I have sent 7 complaints in writing to the leasing office manager and assistant manager since July 2022. I have also called the front office and the apartment after-hours line on more than 10 occasions. However, the leasing office has done nothing to resolve this issue. It is an ongoing issue. This is an unacceptable living condition.

  Business Response

  Date: 12/09/2022

  I spoke with ******* on the phone.  I explained that the Courtesy Officer was able to respond to her noise complaint against her neighbor within a few minutes and did not hear any noise.  The neighbor is also denying that they are making noise. They did admit to watching a movie and I made them aware they must keep the volume lower as the yelling she heard could have been from the movie.  The neighbor stated she banged on her ceiling (their floor) yelling profanities that same night.  She is denying that she did this. 
  I explained that since her neighbor has been disputing being loud with the noise complaints she has placed, we need a witness to the noise as we can't take sides.  She believes that since she has lived here for 7 years that should be enough evidence.  I explained we can't operate that way.  In response to her request of being let out of her lease,I made her aware that MAA can't waive termination fees but that we could waive a transfer fee if she would like to move on-site at her own expense.  She said she would like to move forward with this option. She has selected another apartment to transfer into on-site.
  
  ********************************
  Property Manager, MAA Riverside
  4403 Northside Parkway Atlanta, ** 30327

   P: **************

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18467290
  
  I am rejecting this response because:

  As previously mentioned, I have lived in my unit at MAA ********* for almost seven years without any issues with noise from my neighbors. The manager (******************************) has given no appreciation for the fact that I have been a resident for seven years with no prior complaints. However, the current tenants above me have been making excessive and abnormally loud noises, often late at night and early in the morning. I have recorded these noises for verification. However, the manager has refused to accept them.

  Also, as previously stated, after the renovations to the flooring, I can now hear and feel the vibration of every footstep taken by the tenants and their dogs.

  After my last complaint, the MAA Riverside manager offered to transfer me to another unit. I spent a significant amount of time and effort searching and viewing new units. We were not able to find another 2nd-floor unit that would not have a noise issue. Therefore, I was considering transferring to a third-floor unit. However, I do not wish to live on the third floor.

  In addition, the manager's response (BBB response) belittled my complaint. She stated that the yelling I heard might have been from the upstairs neighbors watching a movie on t.v. She has no evidence of this and should not have stated it. She failed to mention in her response that my upstairs neighbors admitted to watching a movie loudly at 3:00 am. She stated that she asked them to lower the volume. She also failed to mention that the courtesy officer went to the unit to investigate the noise issue. However, the neighbors did not answer their door. In fact, the courtesy officer stated that each time he visited the upstairs unit in response to a noise complaint, the tenants never answered their door, and he informed the manager of this.

  Further, ****'s response quoted a statement from the upstairs tenants (indicating that I banged on the ceiling and yelled profanities). This was a blatant lie. She had no evidence of this and no right to quote this. This was very unprofessional. More importantly, this is defamation. It goes against MAA's commitment to providing its residents with a safe, fair, and comfortable living environment. Her response is unacceptable. The handling of this situation is unacceptable.

  As previously stated, I can no longer have peaceful enjoyment in my unit. Furthermore, I was unable to find a suitable replacement unit. Therefore, I request to be let out of my lease. I also made this request to the corporate office. They did not respond to my request. The manager responded. She overlooked my previous response, where I stated that I do not wish to live on the 3rd floor.

  I request to be let out of my lease. As I have the legal right to enjoy my unit peacefully, this should be a straightforward request. However, it has currently been denied.
  
  Sincerely,
  ******* 

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** reached out to corporate more than 10 times in the past 6 months, and no one has called me back regarding the debt settlement for *****************.

  Business Response

  Date: 11/22/2022

  Good Afternoon
  
  Thank you for reaching out regarding your balance with MAA ************.  Your account has been turned over to our collection agency.  Since the account has already been transferred to TSI you will need to contact them directly to discuss settlement and/or payment arrangements.  The collection agency is TSI and they can be reached at ************.  

  The collection agency has a pre-approved settlement rate per our agreement for all former residents in collections.  MAA does not negotiate directly with former residents once an account is turned over to collections.  You will need to follow up with TSI to negotiate any settlement requests etc.  TSI will provide you with all necessary documents per the agreed upon terms of the settlement or payment plan.  MAA is not able to assist with this matter once it has been moved to the collection agency.  Hope this helps better understand the process and next steps for you to contact TSI directly.
  
  Thanks,
  
        ****** Jackson
         Regional ******************** Division
         ********************************************************************************************************** 75001
         P: ************  M: ************
         www.maac.com

  Customer Answer

  Date: 11/22/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/20/2022

  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.

  Moved in on: 7/15/22 For the time we moved in, several problems like no ** for a month over a span of 2 months as it was replaced then started leaking again etc. others to mention but the most concerning that Im here to share is the neighbors blare subwoofer music through our master bedroom 24/7, mainly all day everyday when I work nights at the hospital. I come home to try to get 7 hours of sleep if I can unless the speakers are shaking my whole bed frame. I have to be in surgery cases and work with NICU babies where if I dont get healthy sleep I am not able to do quality work let alone my mental health be any good. I have messaged the leasing office numerous times about the situation and how to move out of here but yet they say they contacted the apartment making the noise with nothing being any different still music being played all day all night. I told them that we have called the cops acouple of times for noise complaint as the ordinance was past its time. We keep getting our quite safe living environment ruined and we are falling apart week by week. We need assistance on how to move out before we turn unhealthy with the living environment.Please contact me asap about the steps my wife and two kids ages 4 and 7 months old can take to get out and try to live a healthier lifes, also she is graduating nursing school next month and will be working nights at the same hospital so that if she has to deal with the music and bass from speakers we will be really bad off. We need to get out as weve wasted the past 5 months in misery due to the living situations no ** and noisy neighbors, weve contacted corporate about the ** as you all could possibly have that on record. I will settle with you all $2,000 cash (more than a months rent) to move out today. Nothing more because of the living environment we have had to deal with is awful and unfair. Were wiling to settle or negotiate, otherwise bring it to attention elsewhere.MAA Twin Lakes ******* **

  Business Response

  Date: 12/01/2022

    As of today 12/1/2022 at 2:40pm, we have not made contact with resident to be able to address his concerns.  The following is a list of time that we have tried o reach ******************; 11/21/2022 2:30 PM LVM and emailed, 11/23/2022 -  3:00 PM LVM, 11/28/2022 4:15 PM LVM  and emailed, 11/29/2022 3:30 PM Posted letter to door, trying to reach, 11/30/2022 4:45 PM Straight to Voicemail (full; no message).  

  Please let us know if you need anything else. 

  Customer Answer

  Date: 12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is needed to be handled by my wife as I sleep during these hours stating I work on night shift at the hospital. I will have my wife call because now there is subwoofer music coming from below my sons room all day. My wifes phone number listed in the apartment as well ****** : **********. We need to move out is the bottoms line, theres no way for us to live a peace life have my son out of his room so that I can sleep but all of the sudden below his room there is music and the music from the master bedroom doesnt stop as well.

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

• Initial Complaint

  Date:11/17/2022

  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.

  I applied for job and they completed a credit check. This job refused to hire my due to inaccurate information on my credit is listed as a "Judgement/Lein" from MAA ***************. This company filed 2 judgement/lien with ****** JP CT 4-2 ******. Thes account were paid in full 2017/2019, they are still reporting is an outstanding open balance. MAA Remington Hill refuses to submit a judgement/lien release form with the court to get the judgement/lien removed.

  Business Response

  Date: 11/30/2022

  To whom it may concern,

  Multiple staff members have spoken with ******************** and she was repeatedly advised that we are unable to accommodate her request. She was given the reason we cannot accommodate during each conversation.

  ******************** was evicted for non payment of rent and judgement was awarded to *************** in May 2018. Her file and account were submitted to a 3rd party collection agency after this time. Once a file is sent to a 3rd party collection agency, the property no longer has access or information pertaining to the file. Payment was not made to the property, nor does the property does not have any documents or information pertaining to her lease contract or account. For these reasons, we are unable to submit a release of judgement on her behalf.

  While we certainly understand her frustration, this request is not the responsibility of MAA ***************.

  If you have any additional questions or concerns, please do not hesitate to contact me.

  Best regards,

  *****************************, CAM

  Property Manager

  MAA ***************

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

• Initial Complaint

  Date:11/03/2022

  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.

  MAAs manager at the North Hall apartments, assistant manager, and VP failed to respond to my emails when I was inconvenienced due to their elevator being broken for three months. It was time for me to move and I emailed them to find a remedy for me due to my health condition. (I paid $2600 to break my lease due to MAAs inability to provide an acceptable and safe standard of living for their tenants, despite it taking them a month to fix a broken shower head that caused me to be displaced). After blatantly ignoring my emails, I was finally able to get someone on the phone (which is impossible most times), who said the elevator was not owned by them so they couldnt do anything. I asked them, what accommodations are you offering for tenants moving in and out? She advised that tenants use the elevator in a completely differently building that was detached. I told her about my health condition and she couldnt offer any support. I have severe asthma and was unable to move my own furniture down 4 flights of stairs, and then back up. Therefore, I spent more than $300 on movers, a Uhaul truck, etc. MAA has failed to take any responsibility for their inadequacies and inability to provide a decent standard of living. They hide behind being short staffed and never find ways to make it right. MAA should have credited my account given my situation and/or offered to pay to have my furniture moved because I couldnt. This inconvenience was not my fault and I didnt deserve to be ignored. Ive been a stellar tenant, paid my rent on time every month, and had zero complaints. I regret not seeking an attorney the minute MAA made it clear that they were unable to fix basic maintenance requests within a timeframe that is legally reasonable.

  Business Response

  Date: 11/08/2022

  Elevator and all maintenance is managed through Kone.   Onsite Property ******** **************** Director as well as myself were in communication with Kone elevator at minimum twice per week to find resolution to the down elevator.  Communication was  emailed to all residents regularly regarding updates from Kone on parts needed for repairs.  Repairs were outside of our control and although we tried to hold the pressure to the vendor it did not get parts here any sooner.  We did not offer concessions to any residents due to the elevator being out of order.  There was not a formal request for a reasonable accommodation by any resident.  In reviewing software data of communication I agree communication could have been better the final two weeks the resident resided at the property.  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18355992
  
  I am rejecting this response because:

  (1) I reached out for assistance three times and was ignored, once by the property manager, once by the assistant property manager, and once by the **************************************** (I attached the emails I sent to them);

  (2) communication from MAA was not regular and did not explicitly indicate the unreasonable delay and there was a month in between the last two emails sent out regarding the elevators (I have evidence of that, too);

  (3) I spoke to ******, the assistant property manager, on the phone (after she ignored my email) who said the elevators were not owned by them and therefore it was nothing she could do--I explicitly asked her for any accommodations they could offer me and she spontaneously uttered "use the elevators in the next building."

   It should be noted, the elevators in the next building are attached by a garage and consisted of an inconvenient travel distance through multiple locked doors and stairs. It took moving professionals two hours to load my moving truck (I had a 1-bedroom apartment) using this route, forcing me to pay for additional time. Most importantly, I made it very clear (to all of the aforementioned) that due to my severe medical condition, I was unable to climb up and down 4 flights of stairs to move my furniture.

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

• Initial Complaint

  Date:11/02/2022

  Type:Order 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.

  Background: We moved to MAA ********** Apartments, *******, ** in 1st week of August. Our rent application procedures were completed and were provided welcome letter to ********************************* apartment in June, 2022. During July we were in touch with rental office to confirm all documents and fees are received and there are no issues for move-in. On our day of move-in (Aug 4th), we traveled from ** to **. Once we reached rental office, we were told that unit 810 was not ready and after many requests they provided other unit 920 Briarvista at the end of day.Before our move-in I had setup appointments for Gas and electricity for unit 810 which I had to change to 920 on 8/4/22.Issue & desired resolution: MAA Briarcliff charged us Gas vacant ($16.29), electric vacant (****) and ************* admin fee ($55) on Nov 1st. I would like to dispute these charges ($79.34) and get credit to my account.Attachments - my email exchange with **** (Accounting) to resolve issue without any success - evidence of gas/electricity start date for original unit (810 **************)- Gas South confirmation from Aug 4th 6:20PM confirming turn-on date Aug 10th for new unit 920 - GA ***** bill from Aug 2022 confirming I have paid for electricity since Aug 5th - Earliest appointment to turn on Gas was provided as 08/10 by Gas South due to availability of technicians - Property manager (********) email approving Gas/electric confirmations for new unit (920) by Aug 8th - Welcome letter for original unit 810

  Business Response

  Date: 11/14/2022

  ************** moved into apt 920 on 08/04/22 and is responsibly for the utilities of this unit from 08/04/22. As a courtesy we have credited back $55.00 on his account for the utility transfer administrative fee. Thank you.  

  Customer Answer

  Date: 11/15/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/01/2022

  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.

  Hello, I have been living in this apartment community for a little over 6 months. While I have had numerous frustrating maintenance issues, my current issue and the one I would like some help with, is that I have no access to my mail. On October 11, I went to check my mail and found that a crucial piece of the lock was missing and my mailbox could not be closed. I submitted a work order and the lock was replaced. I retrieved the new keys when I got back from a work trip and after going through a few sets of keys, the right ones were identified. A few days went by and when I got back from another work trip, I went to check my mail and the new mail key got stuck inside the lock. I couldn't open the mailbox and retrieve my mail and I couldn't get the key out (Oct 17). I submitted another work order and tried to explain that the issue was not the lock but that the larger mailbox unit was mis-aligned. They again replaced the lock. When I got those keys, I was again, unable to open my mail box. Maintenance came and opened the mailbox once (Oct 25). The the following day, I was unable to open my mailbox. Sometimes the whole unit gets 're-aligned' after the mail carrier deposits the mail. So I have tried several times over the last week, but at this point, I have not been able to check my mail since October 25th. I have submitted another work order and have had no response, or no indication that the business intends to address my issue.

  Business Response

  Date: 11/02/2022

  We have seeked to resolve each maintenance request of ****************** since she moved in. The maintenance and office staff have gone above and beyond to rectify any concerns presented in a timely and efficient manner. ****************** current concern regarding her mailbox is set to be completely resolved by the end of November. We have provided a solution in the interim until our mailboxes have been replaced. Although, it is of no fault of the community or staff, we have been diligent to make sure all of her needs have been met to the best of our ability. 

  Customer Answer

  Date: 11/09/2022

   
  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 appreciate the support of the BBB and do not believe we would have arrived to this conclusion without your support. 

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

• Initial Complaint

  Date:10/31/2022

  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.

  I was told today that this company and their policies supersede state and federal law. They state you do not get a ***** ****** until the 5th, like any other morally equipped rental agency. Will charge you $75 a day and break the law. They cant understand that everyday life happens, deposits may not clear until the second or third. They are not for the people, they are for money. ************** state law is clear on rental payments and ***** ******s. We the people are tired of having our rights stripped away.

  Business Response

  Date: 11/10/2022

  Section *********, Subsection (B) of the ************** Landlord Tenant Act discusses nonpayment of rent. The Act does not require that we wait 5 days to initiate late fees, but it does state that we have the right to initiate an eviction if rent has not been paid within 5 days of the due date. However, our property actually waits until the 10th day of the month to allow additional time for residents time to make their payments. Also, we do not charge $75 per day.  A $75 late fee is charged on the 2nd of the month, and then there is a daily $10 late fee added beginning on the 3rd day of the month, which stops after 15 days or once rent has been paid.  All residents are required to sign a lease which agrees to the terms for residency.  The lease clearly covers the rent payment and collection policy.  The lease meets the requirements of the ** Landlord Tenant Act.