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 Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
• 

  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:10/26/2022

  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.

  Me and my boyfriend have lived in these apartments for almost a year. We have never had an issue with the leasing office until they falsely accused our dog of biting someone. They realized they were wrong and apologized. They then falsely accused our dog of something else. I got upset and fussed at them because Im tired of being a target for no reason. They called my fussing a leasing violation to where Im not allowed to call or come to the office. Only email. I have on multiple occasions complained about the neighbors above us stomping at all hours of the night, day, morning, etc. their dog barks to where we can hear it inside and out. They stomp so loud that our fire detector ****** loose and is now hanging because of it. I emailed yet again and the leasing office refuses to respond to me. We pay **** a month and are getting ignored about issues we are having. This is not ok. Please help us. They have 3 stars online for a reason. Im this close to contacting an attorney. Im not allowed to call or go up there so all I can do is email and they are blatantly ignoring our emails. I sent another one letting them know Im going to file a complaint or just call an attorney because I have emailed too many times with no response and the issue has not been solved. I even sent them the recordings of the noise.

  Business Response

  Date: 11/08/2022

  MAA Management addresses all concerns, including noise, with the resident(s)/individual(s) responsible.
  While management enforces the lease agreement and addresses lease violations, we also consider the daily noises that occur in apartment living,like the noise that can occur when someone walks.
  As a pet friendly community, pet lovers and their four legged family members reside at our community.
  Any aggressive incident involving an animal will be addressed.Without witnessing the incident, management relies on the parties involved to identify the pet/pet owner. The victim of the incident initial misidentified the pet owner to management. Within an hour of the initial conversation with Ms.********* boyfriend, the leaseholder, management realized the error in mistaken identity and management apologized. Shortly thereafter, the incident was resolved with the pet owner involved.
  Any leaseholder, occupant or guest, based on his or her own behavior or continued behavior, can receive a legal notice from management notifying the person they can no longer call or return to the leasing office and all future communication must be in writing. 

  Customer Answer

  Date: 11/14/2022

   
  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:10/24/2022

  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 just moved out of the Lighthouse Apartments on ********************* Building 20 apt 202 and paid the fee that MAA charges for apt and carpet clean up. Instead of cleaning the carpet like I paid them to do, the office just decided the carpet needed to be replaced and is charging me $675 for it stating it was due to excessive wear and tear. When i asked them to show me proof that the carpet couldn't be cleaned all the front office did was send me pictures of the carpet that wasn't cleaned. They didn't bother to attempt to clean it they just wanted the carpet replaced and wants me to flip the bill. When I refused and told them to clean my carpet and show me proof that it couldn't be cleaned, they just stated they somehow knew it couldn't be and threatened me by saying if I don't pay the fee they will send me to collections. I refuse to pay for something they decided to do that wasn't necessary.

  Business Response

  Date: 11/01/2022

  To Whom it May **************************** paid a $159 express cleaning fee before vacating her apartment. Express Clean is a program which offers vacating residents the opportunity to have their apartment cleaned upon move-out.  The fee covers cleaning the entire apartment including range, oven, refrigerator,bath(s), closets, exterior of ********************* AND carpet cleaning.  However, it does not cover damages above normal wear and tear.  It was determined during the move-out inspection that the carpet could not be saved due to heavy soiling.The previous carpet replacement date prior to their move-in was 11/2018. When ************* vacated 9/2022 the carpet was slightly less than 4 years old.  ************* was billed in accordance of her lease agreement. She was billed 50% of the original replacement cost due to its life expectancy. In addition, a credit of $55 was applied to her account since the carpet was not salvageable.  She disputed her charges and was sent pictures taken during the move out inspection. It was determined that the charges were billed correctly and due. She was offered to set up payment arrangements. However, she declined and stated she would contact the BBB. Her account has since been sent to collections. I have included the move-out inspection pictures as well. Please feel free to contact me directly if any further documentation is needed or if you have additional questions. 

  Thank you, 

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

  Property Manager

  Lighthouse at *********************

  ************ phone 

   

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18308333
  
  I am rejecting this response because: to date there has been no documentation to support the carpet was damaged or unsalvageable. The carpet was not cleaned as I stated previously to show any "excessive wear and tear" as claimed. This was determined by a random employee therefore this is not a justified charge. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 11/11/2022

  The carpet was heavy soiled upon move out. The former resident was previously provided pictures.  In the pictures you can see the outline of furniture and multiply stains.  ************* was issued a credit for the carpet cleaning. The express cleaning charge covers normal wear and tear but damages are additional. I have included the original invoice showing the carpet was replaced in 2018, the new invoice from 2022 and their original move in inspection form. They were charged a prorated amount in accordance with the lease agreement.  The carpet was 3 and half years old and only 50% of the original cost was billed for damages.  The charges are valid and due. 

• Initial Complaint

  Date:10/05/2022

  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 am experiencing a rodent infestation. The work order was submitted on Friday, 9/23/22 and I followed up by contacting the leasing office as well as corporate on Saturday, 9/24/22. The leasing office stated that Terminix only comes on Wednesdays. Corporate advised that they had no contact information for anyone above the leasing office. They could only send a message to the leasing office and nothing can be done over the weekend about the droppings even after being told my concern of toxicity with myself and my 5 year old daughter. The leasing office was open at this time. Both said they would follow up on Monday and did not. I went to the office mid-day and the manager stated it was just brought to her attention and she was working on it but hadn't received any responses from corporate on what to do. I would just have to wait maybe until tomorrow for her to update me. I let her know that was unacceptable and the least to be done should be a call to update me by the end of day. I asked to see if ******** had any on call options and they refused. 3 days later they sent maintenance. *********************, the senior property manager called to advise all droppings were taken care of and traps were laid in the **** and pantry rooms. When I returned, droppings were still in the pantry as well as in my daughter's room with no traps in the pantry. I took a video and went back up to the office to show them the work they stated was complete was not. They apologized and sent maintenance back out. My issue is not only with the lack of communication but also urgency for something so serious. I don't think they used the proper way to remove the droppings and was concerned if there were viruses, bacteria, etc. on them they may have put in the air. This entire situation has been disheartening. I have also experienced the same thing with mold and water bugs. I'm still experiencing the rats, mold, and water bugs. Also the property amenities are not being maintained. Pictures are attached.

  Business Response

  Date: 10/11/2022

  When we were made aware of Mr. ******** rodent problem we responded by setting traps in house and contracting the services of two wildlife specialists.   The wildlife specialists continue to return every other day to check traps, bait boxes and monitor for any additional activity.  We have had his apartment professionally cleaned and sanitized and a steam clean of his carpet using enzymes to disinfect his carpet.  An offer to transfer to another apartment or terminate his lease without early termination penalties have been extended.

• Initial Complaint

  Date:09/28/2022

  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 recently moved into Season at Celebrate VA (MAA Community) on 9/23/2022. The carpet throughout the apartment is covered in pet hair and reeked of animal odor and urine. The apartment also smells of ammonia or the chemicals used to clean it and cover up the pet smells. It's strong enough to make me sick to my stomach. The overall cleanliness of the apartment was also extremely poor. The blinds were covered with dust and pet hair. The window seals were caked with mud and dirt. I've found at least 3 screws and several staples throughout the carpet while vacuuming. The patio was covered in pet hair/dust/dirt/debris. The toilet is constantly running/leaking in the main bathroom. The toilet seat in the main bathroom is also broken. The blinds in the 2nd bedroom fell the first time I tried to open them. The dryer temperature k*** is broken. I'm highly dissatisfied with the apartment's condition and management thus far. Instead of moving and settling in, I've spent my first 5 nights in the apartment cleaning and deodorizing someone else's mess. In addition, I have a toddler with highly sensitive skin, and I cannot bring him into the apartment out of fear that the filth and chemicals may cause some sort of allergic reaction. I emailed the leasing office to let them know, and their response was, "Although our homes have been lived in, we strive to make sure everyone's home is to their satisfaction!" I made a maintenance request, and most of the broken items have been repaired; however, I am still cleaning and deodorizing the apartment. Needless to say, I am NOT SATISFIED. Additionally, the leasing office should have replaced the carpet, knowing the previous tenants were pet owners. Or, at a minimum, the carpets should be professionally cleaned and sanitized and have a minimal cleaning standard and inspection prior to a new tenancy.

  Business Response

  Date: 09/30/2022

  Hi Nahceive,

  We are sorry that you haven't been 100% satisfied with your move in experience and apartment.  

  Prior to your move in, the apartment home was professionally cleaned and had carpets steam cleaned.  We are a pet friendly community, and though we do not replace all carpets in homes that had pets, we do inspect each and every carpet, cleaning all carpets and replacing on an as needed basis.  Though we strive to present you with an apartment that feels clean and fresh, there are times that due to human error, we may miss some detail items.  In those cases, we are committed to resolving outstanding issues. 

  In the case of your home, we are having a (different) professional carpet cleaning company come out next week to re-clean carpets.  We will coordinate timing with you once we know more.

  I'm glad to hear that most of the maintenance repair items have been resolved.  If there are any additional repairs that are needed at this time, please be sure to notify our leasing office at ************ or *************************************************.

   

  Regards,

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