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

  
• 

  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:07/26/2025

  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.

  Being charged a carpet replacement fee even though the carpet is in good condition and has been professionally cleaned. Being charged a pet treatment fee even though there is no pet damage and the pet deposit was given at time of move in to cover any cleaning costs.

  Business Response

  Date: 08/04/2025

  The charges on this account are accurate.  The carpet had pet urine damage. The charge for the carpet replacement was prorated based on the age of the carpet.

  Please attached, move out photos showing the pet damage and the move-out statement showing the charges.  

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23658081
  
  I am content with the 40% carpet proration after seeing the pictures. However I am rejecting this response because it still doesnt explain the pet treatment fee if there was an initial charge upon signup for pet related issues. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 08/07/2025

  The pet treatment is a treatment for the concrete caused by pet urine.  This treatment is done before new carpet and padding are installed.  We noticed, after receiving the invoice, that the initial charges for theses damages were more than what we were billed. An adjustment has been made on the account to reflect this.  The invoice from our carpet vendor and the updated move-out statement are attached.  There is now a credit due of $41.12.  This will be processed and a check will be mailed to the forwarding address we have on file.

  I have also attached the lease agreement, highlighting sections 11.3.2 and 11.6 that are specific to this complaint.

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23658081
  
  I am rejecting this response because:

  So then tell me exactly what is the point of the pet fee you guys charge when signing the lease. It clearly states that fee is also used for any pet related damages that occur while occupying. So that means you guys are taking free money from tenants and that is a completely unethical business practice. 
  
  ******* *****

  Business Response

  Date: 08/08/2025

  Please see attached, the lease agreement with the highlighted section regarding the pet fee.  It states it is non-refundable and will not be applied to damages caused by the pet for any reason.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm in a lease with MAA as "landlord" and have found the Property Manager here to be not following the lease or the law, and was without a bedroom because of issues. The Property Manager here and the team was aware of this issue and have expected me to pay regular cost for the 1 bedroom I leased while unable to use the 1 bedroom due to issues in the floor. After 2.5 months they finally were willing to do repairs they were originally supposed to do the month before.I've asked several times to get in contact with MAA - "my landlord" but the property management team at ************* ignores them.I tried calling the 800# on the MAA website requesting to get in contact with someone at corporate, but nothing happened. The Property Manager here informed me "everything" just goes back to him.I finally got a hold of a 800# for corporate, which is only a voicemail system, stating someone will get back to me "in a timely manner " and left several messages over days but no call (or missed calls/messages) have been received.I am unable to resolve with said "landlord" any dispute regarding the management team not doing their job. I need for MAA to contact me and resolve this as soon as possible, as the Property Manager refuses to (as he stated by email) "rehash" even after receiving a certified letter with state codes and federal regulations.

  Business Response

  Date: 07/28/2025

  This tenant raised concerns of alleged allergies only when inside of the bedroom of her one bed, one bath apartment home and claims her allergies came from a pet urine/odor smell in the bedroom back in late May. As soon as this concern as brought to our attention, we requested our cleaning vendor to return and we paid for them to reclean the entire apartment home on June 2nd, as well as try to smell/detect the urine odor concern she claimed was present. (The cleaner did not smell this alleged odor.)

  After a few days of the entire recleaning, the tenant reached out saying her allergies/odor was still present only when in the bedroom. This time around property manager, a maintenance technician, and our cleaning vendor supervisor arrived to the apartment home to investigate the bedroom space and gather several opinions on if there was truly a urine/pet odor in the bedroom. None of the three individuals who inspected the bedroom could substantiate the alleged pet urine odor that the tenant claimed was there. The property manager went as far as to putting their nose centimeters from the area of concern and was still unable to detect a urine/pet odor. 

  We considered replacing the areas of vinyl flooring the tenant was concerned about, but determined it was not justified as we could not find this alleged odor. After this we had the bedroom floor re-cleaned for a third time, but this time we only used a specific enzymatic cleaning product (of the tenants choosing) as enzyme cleaners break down any possible pet odors that could be present. After this third cleaning of the bedroom the tenant was still not pleased and raised new claims of suffering from migraines that she claims to be from the enzymatic cleaning product she choose to be used. 

  After the reports of migraines, we decided to not try and reclean the apartment and explored the possibility of replacing the vinyl planks she raised concerns about. We found out our specific vinyl planks in our apartment homes are discontinued. We got creative, and harvested vinyl planks from a vacant apartment home, and specifically from a room where no pet was ever on record of being in for assurance. Afterwards we purchased our own blacklight and the ** fully inspected the planks to ensure there was no concerning stains on these harvest planks as an extra customer service measure for the tenant. 

  Now that the specific original vinyl planks she raised concerns of have been replaced, the tenant still insists her allergy/pet odor concern has not yet been resolved, and continues to say she cannot use the bedroom space due to the alleged allergies/pet odor. 

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23654319
  
  I am rejecting this response because:
  

  This response is NOT from my landlord, but the Property Manager I'm experiencing the issue with, and the same Property Manager who refuses to discuss why the ** code (7 days to repair) was not followed.

  Rather than following MAA standard conduct for all their employees according to their website "doing the right thing, at the right time, for the right reason " the Property Manager refuses to compensate me for money and months I was unable to use the bedroom. 

  Furthermore, said Property Manager has asked me to vacate "without 60 day notice" instead, just this morning, after this was sent. This is unreasonable.

  Even at a restaurant, if you receive a smaller (wrong) portion because of somebody else, your waiter would never ask you to pay regular price for the larger portion you didn't receive. No, they compensate + correct the order because it was never your fault to begin with, and THAT is acceptable. ... No waiter says, "sorry but don't blame me. Pay normal price for all the times I got it wrong, and now - would you please leave? And no, you can't speak to the person in charge."

  I requested to be in contact with MAA - my Landlord, not the same employee who's already mistreated me and is rudely containing to do so.

  I should never be blamed for

  1) a problem I didn't cause, but the last tenant did, 

  2) something the Property Manager did not catch

  3) for not knowing what it was in the floor or why it was causing an issue

  4) for having patience to let them try cleaning again.(I gave an inch - they want more than a mile now)

  5) to be without proper compensation because they knew from the beginning they could fix it, and how easy + fast + inexpensive (lease shows $50 charge if spot changing out; 1 plank ended up being cut up and it took 1.5 hours 

  6) be around a Property Manager who refuses to "rehash" but will with BBB

  7) Be asked to leave "as quickly as possible" instead of being compensated, which is immature but offered in lieu of compensation

  8) be in a lease with a company who is unwilling to watch over their employees (which is the only way they can operate without a RE license in this state, as an "employee" but this is not an Employer-Employee relationship)

  9) have maintenance requests left unchecked ever since I've asked about te compensation

  10) I also shouldn't have to deal with a company who is refusing to call me back as my "landlord" still, even now

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

  Customer Answer

  Date: 07/30/2025

  The "employee" who wrote the response is merely the same person in question - NOT "MAA" themselves, and as always this makes the reply subjective and not objective, even in the eyes of MAA (or any reasonable person).
  Clearly my own purchase of blacklight to show them isn't being "hailed" the same way as their own... which is small, but proves that they feel the need to use an equal purchase as somehow to their own personal advantage in my situation.
  I am very surprised a BBB-accredited business would be so disinterested as to not willingly obligated themselves to be directly over a tenant's disputes.
  There are tenant rights in this and other state, and "DIRECT" landlord rights + obligations, but there are No direct Property Manager or Employee rights.
  There is also importance in the lie of said employee, who is also the direct Property Manager, but attempted to say I still cannot use my bedroom - which is not true; this serves as valid proof of how negligent ****** has been in having any conversation, let alone asking any questions that might serve as proof of "consideration" or "mutual agreement" or "meeting of the minds" that could (otherwise) serve as proof the tenant-landlord be legal. Those are required in order for any agreement to be a valid legal contract in the eyes of ANY legal system.
  P.M. ****** has further made me feel unwelcomed as a tenant by asking me to leave within 45 days, which I've had to remind him is not within his jurisdiction of power per section 30.2 of my lease.
  Sadly, it has become extremely clear that MAA has not willingly entered THEMSELVES into an agreement with me and this is why THEY refuse to answer. Had I known MAA was all "silent partners" and their personal trust is that in every place it states "landlord" THEY believe that constitutes as an employee - I, nor any reasonable person, would enter into a lease with them unless "******" appeared in the "Landlord" definition.
  Instead, this BBB-accredited business assumes they can be SOLELY silent partners and imply to Property Managers directly that they're the sole "active" partners - but this isn't legal. I have no agreement whatsoever with PM ****** ' only MAA has an agreement with ******.
  Therefore, its only fair to ensure my disputes are settled with MAA who according to my lease list themselves EXCLUSIVELY as "Landlord." 
  When a tenant has an issue with a company that they are in contract with, it should be a member at headquarters/C-suite to settle disputes, because: there has never been an arguable issue with anyone outside of corporate headquarters. (Its not the same as a mere customer at another business.) 
  Property Manager ****** has also chosen aggressive attitude against conversations at all, now or in the future. This came at a time after reminding the entire office there were several outstanding concerns.
  This only furthers the idea of negligence.
  I'm including email documentation to support my claim - and concern regarding "ANY" requests to discuss outside of the Very pushy offer as not "necessary." But I'm not legally obligated to what ****** thinks, or chooses to believe is "not necessary." If he is too uncomfortable to have conversations about compensation that stemmed from the past tenant, and became my loss of dwelling space, then its up to MAA to make him perform those duties, or he can leave.

  I'm also providing proof from the lease itself stating "landlord" and I are the only 2 in this "agreement" + further indicating ****** is not authorized to make changes to my lease (only MAA, per lease). Asking someone to leave in less than 45 days - and make the promise in 10 days is NOT reasonable, and the law requires "consideration" + "reasonable" responses.

  Business Response

  Date: 08/08/2025

  Thank you for your continued feedback. We want to acknowledge your frustration and recognize that your experience did not meet your expectations. We strive to provide a high standard of service for all our residents, and your concerns have been heard and taken seriously. The legal owner and landlord of the property is MAA (Mid-America Apartments, L.P.), and as the on-site property manager and authorized representative of MAA. Therefore, when you are speaking with Manager or communicating through the property office, you are in fact communicating with your landlord. While I understand your preference to speak with someone else within the company, please know that your concerns have been escalated to the appropriate regional and corporate contacts for review and awareness.
  

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23654319
  
  I am rejecting this response because:

  That is information regarding your "implied authority" but I never agreed to such terms within my signed lease. "Employees" (****) must answer to "employer + owner-landlord" rather than be relied on by employer/MAA who wants to take less interest and has less knowledge or hope to have less liability. I'm positive these extremely simple truths were already considered among the many terms written down ahead in your lease. (Considered, but waived by you when not written.)

  The reply is merely another attempt by the Property Manager. A  legit legal and contract council would never suggest that... and I'm not falling for it. Besides, a REIT setting up property managers to "independently operate" might cause quite a stir in attempting to keep REIT status. 

  You waived the right to play "non-landlord" when your representative (PM, ****) signed the lease on your behalf stating the ** in ** IS the Landlord, not himself (****). I've never fallen for ostensible agency, even if others relied on it, and thereby assure you legally someone from corporate must answer - per employer law, per TX code, per REIT expectations, and per lease as intentionally written.

  ***Your legal departmeng may not be as competent as you believe as a second opinion even from a law student could prove this. 

  These still amount to: (1) negligence to repair in timely manner, (2) breach of contract of dwelling space, (3) Respondeant Superior regarding landlord's legal duty from headquarters, (4) Constructive Eviction for holding me financially responsible for more money to leave after knowing that a large portion was unusable due space BUT taking full rent money, (5) Void + Voidable lease because of those reasons, which according to your logic was known about all along as soon as your employee knew. (Logic that might work against you if in court)

  MAA canNOT operate locations independently. Please re-consider your response and legal position (**** can get MAA into more hot water with his condescending attitude, believing he is equal to landlord, equal to employer or relied on for his knowledge by landlord, believing he's above the law, above reasonable requirements, and such reply can be used against MAA in a court of law ~ operating as if franchises without headquarters' oversight, contrary to REIT + landlord lawful requirements.)

  **** was shown TX court documents showing even 8 days of non-repair was enough to receive compensation, yet ****, on MAA's behalf still has refused to call me in for discussion. This reply only proves their dis-interest to use BBB as an opportunity to settle. I want everyone who may read this to assert false truths MAA implies are not legally correct. MAA is still responsible to actually do something on behalf of tenants such as myself who they take money from, and are obligated to perform well and carry out lease terms rather than pretend they have ANY right to avoid. There are no employee rights here, and no landlord rights that say otherwise. 

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

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The MAA ********************** has sewage issues. Despite reporting these issues to maintenance, a sewer cleanout cover behind building 200 continues to overflow into the grass. Maintenance might put the cap back on, but they leave the toilet paper and sewage in the grass.

  Business Response

  Date: 07/29/2025

  We did have an issue with a pump station that required a special technician to be called in to resolve. The station was being monitored every 3-5 hours and the issue was resolved on 7/24/25. We apologize for the concern this caused and appreciate your patience as we worked diligently to resolve the issue. 

   

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***UPDATE FROM 7/14/25UPDATE POSTED 7/15/25***Roaches and spidersI just cant with this property. The staff is friendly but the units themselves are not habitable.I unfortunately have had a few problems upon my move in at this apartment complex. Upon trying to get my keys, there was a leasing agent gossiping to an individual they knew personally and even closed the door on me after I informed the leasing agent I was there to retrieve my keys. I had movers so of course I was on a clock. They took their sweet time and I did not like that. Secondly, My car was towed as a resident because the leasing office couldn't seem to register my vehicle to the property. Imagine you're on your way to work and your car is not in the garage. Ended up having to pay almost $200 to retrieve my car and the best they could do was credit my account for dropping the ball on their end. I wanted my money back in my account and not towards next month's rent. Had to put in a few maintenance orders my FIRST DAY in my unit that have still not been fulfilled. Refrigerator missing a shelf, counters chipped and water pressure not good in my second bedroom. Toilets running for 2-3 minutes after using the bathroom and throughout the night. I know this because it wakes me up throughout the night. Homeless people have access to the building on any floor. They enter through the garage. They roam the halls from the early morning to late at night. Elevators take minimal 5 minutes to arrive. I would not recommend this property and after my lease, I will find housing elsewhere...that is if I decide to break my lease or not. I thought this would be my dream property, but I am not satisfied the way things have been handled since signing my lease. Smh, I've only been here for 4 days.

  Business Response

  Date: 07/24/2025

  Resident spoke with Regional Property Manager on 7/14/2025 and was issued a credit for towing.  Apartment was reinspected by pest control tech and they did not locate any additional activity.  Regional Property Manager made additional attempt to reach out to resident but was unable to get in touch.  

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint against MAA ****** for multiple lease violations, health hazards, and retaliation. Management concealed toxic mold instead of properly remediating it. After I filed complaints, I received threats of lease violations, illegal entry notices, and surprise back-billing. They also contacted my doctor without consent after I moved out to harass me about *** documentation. *** filed with ***, the ***, and local authorities. Im requesting a refund of unjust fees and formal acknowledgment of wrongdoing.I am currently preparing to file suit in Superior Court for constructive eviction, retaliation, disability discrimination, and lease violations. This BBB complaint is being filed in good faith before escalation becomes formal litigat

  Business Response

  Date: 08/07/2025

  MAA is an equal opportunity housing provider and complies with all fair housing laws and regulations.  MAA does not discriminate based on any classification protected by law. MAA disputes any violation of the lease and law.  While we appreciate the BBB and its system, we will not comment any further on this matter, as this is not a proper forum to address legal proceedings.

  Customer Answer

  Date: 08/16/2025

  I am not satisfied with the response provided by MAA. Their statement is a generic denial and does not address the very real and specific violations of the lease agreement, housing codes, and my rights as a tenant. Since filing my complaint, additional issues have occurred which further demonstrate a pattern of neglect, retaliation, and mismanagement by MAA ******.
  
  
  Key Issues (Original and Ongoing):
  
  
  Mold Concealment and Health Risks The property failed to properly remediate mold, instead covering it with spackle and paint. This concealment put my health and safety at risk.
  Retaliatory Behavior After submitting complaints and surveys, I experienced retaliation from management, including threats of unauthorized entry and lease violation notices.
  Improper Billing and Lease Breach I was retroactively billed for water/sewer services without the required 35-day written notice, which is a breach of both the lease and Georgia law.
  Feral Cat Infestation The property continues to have a feral cat infestation that management has ignored, creating sanitation and health risks.
  Crime and ****************************** gate remains nonfunctional, leaving residents exposed to repeated car break-ins and other criminal activity.
  Mishandled Emergencies A child tragically drowned on the property, and I was personally involved in the traumatic search and rescue efforts. Managements handling of safety concerns since then has been inadequate.
  Financial Mismanagement I was charged improper late fees and overdraft fees due to autopay errors created by managements system.
  
  
  
  
  New and Continuing Issues Since Filing My BBB ****************************************************************** staff have engaged in what feels like retaliatory surveillance by repeatedly passing my patio after I filed complaints.
  Improper Maintenance and Code ************************************* confirmed an ant infestation and acknowledged mold was present but covered. Other violations remain unaddressed.
  Billing Discrepancies A water meter reading showed ****** gallons, which is impossible for a single tenant and remains unexplained by MAA.
  Move-Out Charges After vacating, I was charged for carpet cleaning and extra pet rent despite the unit being left in pristine condition and despite previously paying a nonrefundable pet fee and ongoing monthly pet rent.
  
  
  
  
  Conclusion:
  MAAs broad denial does not address these serious issues. This is not a matter of appreciating the BBB systemthis is about a pattern of neglect, retaliation, and financial exploitation of tenants. I request that the BBB keep this complaint open, note my rejection of MAAs response, and record that significant unresolved issues remain.
  
  

  Customer Answer

  Date: 08/18/2025

  Also I have retain legal counsel. They breached the lease on two separate occasions they sent me a move out Bill, which is all fraudulent charges except for the $90 for the blinds. All the rest of the charges are fraudulent because they broke the contract and now theyre trying to sell fake debt to collections on October 2. Another thing is theyre aware that I have legal representation and theyre not supposed to contact me. Theyre supposed to respond to the lawyer and they sent me an email yesterday. They also requested more information from my doctor about my *** animal saying I was moving to another one of their locations which is a blatant lie I did not and it was sent to my doctor after I moved out. I moved out June 30 that is dated July 3. Very unethical and intrusive practices. I get an email saying Im gonna get a full refund because I provided documentation from two separate doctors about my *** animal and then I get that letter saying Im only gonna be refunded two months. When I moved to the property, I was told that they dont recognize a paperwork thats why I didnt submit it when I moved in. I didnt realize it was illegal. When I found out it was illegal. I submitted it. My dog has been an approved *** prior to moving into that complex

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited MAA Tanglewood (********, **) on 7/03/2025. I was told there was a 3 BR that would be available on around 7/18. I was given a quote that was good for 24 hours at that time and a folder with information of additional fees, etc. 7/08 I had made the decision to apply for 3535D. I emailed the assistant property manager and asked for the current rate for the only 3 bedroom that I was told was available. I completed my application specifically for a 3 bedroom. 2 bedrooms were never an option. I paid ****** for the application because my 20 year old son was a co-applicant. I received an email 7/09 that my application was approved (charged another ******) and to submit my proof of income. I noticed that the move in date had changed to September. I reached out to ask why the move in date changed. The assistant manager contacted me and said oh I think I know why the move in date changed. Apparently, the occupant of the apartment I applied for just changed their mind, literally two days AFTER I submitted my application. Then Im told sorry we dont have any 3 bedrooms and I dont know when we will have any available. Of course a 2 bedroom was offered, but again, never was an option because my 20 year old son, co - applicant is obviously not paying rent to share a room with his younger brother. So, I have wasted my time and been charged ******. I requested to get the application fee back since now I have to go apply somewhere else. This is not me changing my mind and is NO FAULT of my own. I was told application fees are not refundable. I realize that under NORMAL circumstances that would be the case. However, I would have NEVER applied if I would have known no 3 bedrooms were available in the foreseeable future. It isnt right to charge someone that much money when this is an ERROR on the community. Apparently, you let residents change their mind after someone pays to lease it. I should not have to pay this fee under these circumstances.

  Business Response

  Date: 07/17/2025

  We sincerely regret the circumstances surrounding your lease.Unfortunately, the current tenant of 35D was not going to be out of the unit in order for us to make it ready in time for your scheduled move in. While we tried to make adjustments on our end to accommodate both residents, we were ultimately unable to satisfy your needs, which is regrettable. We did, however,refund the processing fee and I will happily adjust the refund to credit your application fees back as well.

  Customer Answer

  Date: 07/17/2025

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

  
  I would like to add that I would have been happy to accommodate a new move in date. I was told that the current tenants decided not to move and they did not know when a 3 bedroom would be available. I could have made adjustments and moved in at a later date 
  

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

  , SC 29697

  
  

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were approved in May 2025 for an apartment and our supposed move in date was going to be July 12, 2025. We came to tour the apartment unit on Monday July 8 and the minute we got in the apartment smell like weed , we explain our concerns to the leasing office asking if their was another possible unit that we could move into and they stated that their were other options but our rent price would go up, they stated they could not price match our apartment rent to another unit because they could not pin point where the smell was actually coming from . I received a call the following day stating that the leasing agent and manager went to tour the apartment and smelled the odor as well stated they were only able to deep clean the carpet hoping the smell would go away but that was it . We asked if we would get a refund our deposit since it was not our fault the apartment had that odor and since they could not change us units without charging us more , they said they could not . Now me and my family have applied to a different apartment hoping to get approved soon so we can still move out on our expected date , and having to pay another deposit making it inconvenience when we could have used the previous $150 towards our new place . Since it is not our fault that we were unable to move in due to this issue and not being accommodated , it would be reasonable to get that refund back

  Business Response

  Date: 07/18/2025

  Thank you for reaching out and sharing your concerns.  We acknowledge the inconvenience you experienced and the fact that the odor affected your ability to move forward with the lease as planned. While we believe we fulfilled our responsibilities by addressing the issue promptly, we understand that the situation did not meet your expectations. In light of that, we are issuing a refund of your deposit which will be processed within 30 days. 
  

• Initial Complaint

  Date:07/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 28, 2025, I completed my move-out from the apartment located at **********************, after living there for two years. At the end of my lease, the property management MAA Briarcliff charged me a total of $1,754.80, including $1,440 for full carpet replacement and $54 for bathtub cleaning ($27 per tub). I had already paid for a professional move-out cleaning service, which included deep cleaning of the carpet and both bathtubs. The business committed to returning my security deposit minus any valid damages beyond normal wear and tear. However, I believe the charges are excessive and unjustified, especially since I have photographic evidence and cleaning receipts showing the property was left in excellent condition. The nature of the dispute concerns the landlord's failure to fairly assess the unit's condition and provide an itemized breakdown with documentation, as required by Georgia law. I have contacted the property manager to request an explanation and documentation, but have not received a satisfactory response. This issue does not involve advertising.

  Business Response

  Date: 07/24/2025

  Good afternoon-
  We have reviewed the charges and adjusted the carpet charge by $670.21. The carpet was new when the residents moved in. The tub charges remain as the tub was stained and the wall tile was dirty. If the resident would like photos sent to their email, please advise at *************************************** as we could not upload here, they were too large. Thank you.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23558521
  
  I am rejecting this response because:
  

  Thank you for the update. I have reviewed MAAs response, and I do not find it satisfactory.
  

  There are serious concerns regarding the lack of transparency and consistency in their handling of this issue. Most notably, the cost of the carpet replacement has changed multiple times. If I had paid based on the original statement, I would have overpaid for charges that they later reduced without clear explanation. This raises serious doubts about how these fees are being assessed and justified.
  

  Additionally, I was told by the leasing team at move-out that if I did not hire a professional carpet cleaner, they would do so and deduct the cleaning fee from my deposit. I was completely fine with that. However, instead of cleaning, they skipped that step entirely and replaced the carpet outright, then charged me for it. There was no attempt to clean it professionally, even though that was what was promised.
  

  Based on my own photos taken at move-out, the carpet was in very good conditionclean, undamaged, and consistent with normal wear and tear after two years of residency. Im confident that if a professional cleaner had been hired as initially stated, the carpet would have looked like new. It is unacceptable that they ignored this step and passed along full replacement costs to me without following the process they themselves laid out.
  

  In short, the response does not address the core issue: the charges were inconsistent, unsupported, and unfairly passed to me without following proper steps. I would like to proceed with this complaint and request BBBs continued assistance in mediating a fair resolution.
  

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

  Business Response

  Date: 07/31/2025

  Good morning-

  This complaint should be closed because the *********** has filed a lawsuit, and that is now the appropriate forum for the dispute. MAA considers the BBB matter closed. 

   

  Thank you.

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12th, 2025, I toured MAA ***************** at ***************************************** and decided to go ahead and apply for the apartment ($85.00) and pay the administrative fee ($250.00) to secure it. Their phone number is ************. With that being said, the apartment complex is committed to providing a livable apartment to which my move in would have been 7/7/2025. They failed to clean the unit properly, as it had a strong odor of cat urine and stained carpets throughout. They did offer to show me another unit, and this one had a broken refrigerator and tile coming up in the laundry room. When I contacted them they stated that the fees that I paid were non refundable, and they did not offer to fix the apartment or replace the carpet in the apartment that I was originally going to move into.

  Business Response

  Date: 07/21/2025

  MAA ***************** received an application for an apartment from Ms. ******** on June 12, 2025 that was approved with a move in date of July 7, 2025. The application terms and conditions explains the non-refundable fees due when submitting an application, $85 non-refundable application fee and upon approval of the application a $250 processing fee that is non-refundable after 48 hours. Ms. ******** acknowledged and agree to the terms and conditions when she submitted her application. The apartment and carpet were cleaned in the apartment Ms. ******** selected. On Ms. ********** scheduled move in date July 7, 2025, after walking the apartment with MAA staff Ms. ******** declined to move in to the apartment. MAA ***************** offered Ms. ******** another apartment and Ms. ******** declined the 2nd apartment. Ms. ******** requested her application fee $85 and the processing fee $250 be refunded. As Ms. ******** agreed to the application fee terms and conditions, with the apartment being held for Ms. ******** for over 48 hours, the non-refundable fees were not refunded.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23574684
  
  I am rejecting this response because: your dates are incorrect as it stands first of all. I walked the apartment on Saturday July 5th, before my scheduled move in. The first apartment smelled strongly of cat urine. The second apartment had a broken refrigerator. Regardless of acknowledgement that the fees were non refundable YOU did not uphold the service which was to provide a clean livable apartment. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 08/08/2025

  MAA understands Ms. ******** does not agree with our response. MAA respectfully disagrees with Ms. ******** on the condition of the apartment carpet. Neither the apartment nor the carpet have a pet/cat urine odor. Several individuals have been in the apartment, both before and after Ms. ********* and agree there is no odor. The 2nd apartment offered, Ms. ******** noted a handle on the refrigerator was broken. MAA apologized for missing the repair and explained maintenance would replace the handle. Ms. ******** decided not to move in to either apartment. The terms and conditions on the application Ms. ******** agree to and signed, states the application fee is not refundable and the processing fee is non-refundable after 48 hours.  MAA is sorry Ms. ******** chose not to move in to our community and she feels the apartments were not ready for move in. Again, MAA respectfully disagrees and stands by the terms and conditions outlined on the application. Both application and processing fee are non-refundable.

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23574684
  
  I am rejecting this response because:

  The lighting in your provided photos is so low that you can barely see the visible stains that are indeed from cat urine. It is absurd that you are now saying that the apartment didn't have an odor. In addition, the second apartment, the refrigerator was plugged in and when I opened it was not cool to the touch whatsoever. It was not in working order. Respectfully, I will continue to reject your response based on the fact that you did not uphold your end of the terms and conditions which would be to provide an apartment that was clean and had appliances that were working therefore voiding your twenty four hour refundable policy. 

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

  Business Response

  Date: 08/18/2025

  While we regret that Ms. ******** was dissatisfied with her experience, we must reiterate and clarify our position.

  Upon arrival, Ms. ******** expressed dissatisfaction with the condition of the original apartment, specifically citing odor and carpet cleanliness. While we disagree with her characterization of the unit's condition, as it was professionally cleaned and prepared according to our standard procedures, we still offered a good faith solution by immediately providing her with the option of a comparable alternative unit.

  Ms. ******** declined the second apartment, claiming the refrigerator was not operational. Had Ms. ******** chosen to proceed, our maintenance team would have been dispatched to verify functionality and ensure her satisfaction prior to move-in.

  As stated clearly in our leasing policies, application and processing fees are non-refundable after 48 hours. These fees cover administrative and background check costs incurred regardless of move-in. Additionally, Ms. ******** did not complete the move-in process or occupy a unit. Therefore, she did not fulfill the terms necessary to establish tenancy.

  While we sympathize with her disappointment, we fulfilled our responsibilities by providing a ready unit, responding promptly to her concerns, and offering an alternative. For these reasons, we must respectfully decline her request for a refund.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved to MAA ****************** 2 months ago and havent had working internet since day one. They say its ATTs problem but they provide internet as part of the rent price. We dont have a contract with ***. ATT has sent techs 8 times and the problem stayed the same or got worse. Now I have no air conditioning. MAA employees a third party business called Smart Rent to repair utilities like heating and air. Im almost 65 years old and the temp in my unit right now is in the 90s. Id like ******************** to simply provide a unit that isnt life threatening.

  Business Response

  Date: 07/08/2025

  We appreciate your feedback. We met with you yesterday to choose a new apartment home to transfer to. We spoke to you today as well to ensure that you're aware that you can call our emergency line at any time if your AC goes out. Thank you for your feedback on the phone today about *****; I am happy that she has been very helpful to you.