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 Kirby Station

  6653 N Quail Hollow Memphis, TN 38120

  
• 

  MAA Carlyle Square

  501 Holland Lane Alexandria, VA 22314

• 

  MAA National Landing

  1201 South Joyce Street Arlington, VA 22202

• 

  MAA Deerwood

  10100 Baymeadows Rd Jacksonville, FL 32256

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:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 8th, 2025 I emailed to leasing office at MAA ******** Farm to inform them I was not renewing my lease. The next few days emails and telephone conversations were conducted. One of which I spoke to ****** approximately on the 23rd and informed I had an additional pet and both pets have been *** approved. She emailed me the paperwork for proof of *** approval. After reviewing the paperwork, I then called ask if it was necessary to submit the paperwork due to ending my lease in a couple of months. I was advised it was up to my discretion. On March 19th I received an email about renewing my lease which means my original lease termination notification on February 8th was not processed and the information about my 2nd pet apparently was also not noted on the account. Failure to process any of these are no fault of mine. Please be advised my rent has always been paid on time and I've never questioned any of the billing. I just simply pay. On April 22nd I received an email indicating I've been sited with a lease violation. I called corporate and also spoke with ***** the property manager at the ******** Farm leasing office whom told me I was responsible for all fees even after explaining my conversation with ****** and that I had notified her. There were no apologies given for neglect to process the information provided but did not hesitate to provide a sarcastic response when I informed her I will contact the corporate office to stress my concern. I would expect a bit more professionalism from a property manager and acknowledgement of the mistake. Mistakes do happen. If they want to charge me fees, I would like to counter-request reimbursement of fees and go ahead and provide proof of *** approval that is dated to alleviate any extra fees. I thought I was doing the correct thing by informing them I had another pet and both pets were *** approved. I feel this is retaliation to collect any additional fees due to terminating my lease and knowing they failed to act.

  Business Response

  Date: 04/23/2025

  Good afternoon,

  I called ****** ***** yesterday regarding her corporate complaint. She had previously spoken with the Assistant Property Manager about a pet violation notice for a pet that was not registered on her lease.

  ****** explained that a former employee had told her it was her choice whether or not to register the pet. I apologized for the miscommunication and clarified that the lease agreement requires all pets to be registered. During our conversation, ****** mentioned that the pet is an Assistance Animal, so I took the opportunity to explain the process for adding a Service or Assistance Animal. I also emailed her the necessary forms.

  ****** expressed appreciation for the explanation and indicated that she considers the matter resolved.

  Thank you for your attention to this matter.

  
  Best regards,
  

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

   

  
   
  

  Customer Answer

  Date: 04/23/2025

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

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

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

  Duluth, GA 30096

  
  

• Initial Complaint

  Date:04/19/2025

  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.

  This complaint is directed at the team responsible for managing the 'MAA Abbey' ******** located in ******, ***On February 27th of 2025 (2/27/25) a 'renewal reminder' was sent to myself and my wife by a ******* ****** (assistant ******** manager). The e-mail explained to us that our lease was up on April 28th of 2025 (4/28/25) and that the MAA staff had not heard from us regarding ending our lease. My wife promptly responded that day to the e-mail letting ******* ****** know that we would not be continuing our lease (ending April 28th), and asked ******* ****** how to proceed should we need to extend past that move out date. In a back and forth e-mail chain, ******* ****** explained to us how getting additional time would work (prorated at the month-to-month cost). ******* ****** was asked numerous times what we needed to do to ensure everything was setup so that we weren't in a position to owe THOUSANDS of dollars.We continued on with our move out process under the assumption that the vague responses from ******* ****** lead us to believe the extra time had been noted/logged and that if we contacted the front desk by April 25th 2025 we would NOT be charged the month-to-month rate.We went to the front office on April 19th, 2025 to tie up some loose ends and ask questions regarding where to leave keys, etc and were met with a cold reply from the person running the front desk. She stated that some of what was discussed with ******* ****** had not been logged in her system and no mention of an official notice had been processed - telling us that we're officially month-to-month and would be on the hook for for paying that rate ($3000+?) for a blatant oversight on MAA's end.We've spent over 5 years w/ MAA, paying our rent on time, and ensuring the MAA ******** (A/C, heater, plumbing, etc) were maintained and taken care of. To be met with this at the end of our lease is disgusting and I look forward to a call/email discussing remediation.

  Business Response

  Date: 04/27/2025

  It appears based on email communication that after this complaint was submitted, the resident had a conversation with the onsite team and it is resolved.  The resident is ending their lease on their lease end date of 4/28/2025 as requested and will not incur month-to-month charges as long as they vacate by that date.  

  Customer Answer

  Date: 04/27/2025

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

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

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

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

  
  

• Initial Complaint

  Date:04/14/2025

  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 this complaint due to a serious mishandling of my application process at MAA ***********. On April 7, 2025, I submitted a rental application for my family. After receiving a pre-approval, I was instructed by the leasing consultant to submit proof of income. I submitted the requested paystubs and shortly after, my payment of $225 was processed.The next day, I received a system-generated message instructing me to set up renters insurance and confirming the next steps for move-in. Moments later, I received an abrupt denial stating that my paystubs were deemed fraudulent with no call, no verification attempt, no request for clarification, and no supporting documentation.This is not just about the denial its about the lack of professionalism, failure to verify employment, and the inconsistent communication from staff, including the leasing consultant and property management team. I have email documentation showing contradictions, a lack of transparency, and what I believe to be class-based and racial bias in how we were treated as a young Black family moving from out of state.Despite several attempts to follow up and request a proper explanation, no one took initiative to clarify, investigate, or take responsibility for the mishandling.Desired Resolution:A full refund of our $225 application-related charge A formal review of the staffs conduct and communication ***************** that no negative marks were added to our rental history Accountability for mishandling our case, which resulted in unnecessary stress and financial loss We are requesting BBBs assistance to ensure this is properly escalated and addressed.

  Business Response

  Date: 04/26/2025

  To Whom It May Concern,
  
  Thank you for taking the time to provide your feedback and for making me aware of this complaint.  It saddens me to hear that your recent experience at our office did not meet your expectations. MAAs team of professionals strive to provide excellent customer service to all people.  We have thoroughly reviewed the submitted application,documentation you submitted as income verification and applicable correspondence.The information supplied to our office after the completion of the application did not meet the transparent criteria outlined in the terms and conditions section of our application thus resulting in a declined application.
  
   In addition, I have also completed a formal review with each associate to go over the complaint and to ensure that we are able to move forward in continued alignment with MAAs Core Values and Code of Ethics. We take this claim seriously. On Behalf of MAA, I reassure you there were no incidents of discrimination. 
  
  I have been in communication with Rashaka to go over concerns in detail, and I have processed a refund of the $225.00 process fee. Rashaka has requested to pick up the check from our office. As communicated to Rashaka we will notify you as soon as the check is available for pick up. We thank you for your interest in our community and we wish you and your family the very best.
  
  Should you have any further questions, please contact our office for assistance.

• Initial Complaint

  Date:04/10/2025

  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 into the MAA apartments at ********* in **********, ** just less than a month ago. After spending only 4 days in the apartment I filed a noise complaint against the upstairs neighbors. The apartment complex said they reached out with a warning for the tenants. Following that complaint the noise did not stop. This included screaming over the phone, blasting music, and vacuuming at 2 or 3 AM. We brought the issue back to the leasing office with video evidence of the noise and asked if it was possible to transfer our lease. We were told that the upstairs neighbors would receive another letter stating the lease violation since it looks like the first one was just a general statement to keep the noise down. We were also told that transferring the lease is their last resort since they would rather remove the problem than move us. However, if the noise continued transferring was an option. We have continued to have issues with screaming and music throughout the day. When we called the leasing office as instructed we were told to call *** to file a complaint. The noise that is occurring is never going on for a long enough period for us to have the police show up in time to experience it. To add on to the noise we have also had packages stolen with pictures of them being delivered at the door. After bringing up all these concerns we were again told they will follow up and to call the office if we have issues. We were also told they do not want to transfer us because it would cause us to uproot our lives. I replied that at this point we would rather do that than stay. I was then told we do not qualify to transfer our lease since we have not lived in the apartment for at least 6 months. I am looking for other apartments and will get a lawyer involved to break this lease if a solution cannot be found.

  Business Response

  Date: 04/11/2025

  At this time, management has done everything that we can legally do without being able to verify exactly where the noise is coming from. The Property Manager has provided options for a transfer or lease termination to the resident and is awaiting her decision. If you need additional information, you can reach me at ***************************************************************.

  Thank you,

  **** ***

  Senior Regional Property Manager

   

  Business Response

  Date: 04/16/2025

  Date Sent: 4/11/2025 5:28:43 PM
  

  At this time, management has done everything that we can legally do without being able to verify exactly where the noise is coming from. The Property Manager has provided options for a transfer or lease termination to the resident and is awaiting her decision. If you need additional information, you can reach me at ***************************************************************.

  Thank you,

  **** ***

  Senior Regional Property Manager

   

• Initial Complaint

  Date:04/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MAA Prosperity Creek in ********* is forcing a later lease termination date on me because of their refusal to acknowledge a contact form I submitted through their online resident portal giving my lease termination notice.I submitted the online contact form through their contact us page on their resident portal on 03/22/25. I used the form because I could not locate an email address on their website, and it was after hours. In the form, I specified the termination date which was 60 days from the notification date of 03/22. I ended the notification by asking for all information on how to proceed with the lease termination. I didnt receive a response to that contact us form. I sent a couple follow up emails to addresses I found asking if MAA had received my initial contact form. I got my first reply from MAA on 03/28 saying the lease termination policy is standard, but with no confirmation or denial that they had received my initial notification. I assumed they must have since they ignored the question I had asked in my email and directly referred to the lease termination. I waited a couple of days to see if they would load the fee to my account so that I could pay it. When the fee never showed up I again reached out to them. They said that since I hadnt responded to their last email, they didnt think anything more of it, where I was under the impression that I was very clear about terminating my lease in my initial contact form. Since then we have exchanged emails disagreeing on the termination date. Ultimately, their complete disregard of THEIR online contact form will cost me because it makes me responsible for an extra week of rent etc.Since I have to move out, and I need the lease to be terminated, I have paid the fee and, under protest, signed the termination documents that state the later termination date. I should not be held responsible, financially or otherwise, for their incompetence in receiving and responding to their own online contact form.

  Business Response

  Date: 04/22/2025

  While we did not receive or have a record of the lease termination fee being paid on 03/22/25, we acknowledge your efforts to notify us and have acted in good faith to help reach a resolution. As a gesture of customer service, we have offered to backdate the notice date in recognition of your intent to terminate the lease around that time. We believe we have addressed all reasonable concerns in accordance with the terms of your lease agreement and applicable laws.
   
  
  

  Customer Answer

  Date: 04/22/2025

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

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

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

  *********, NC 28269

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  My husband and I are tenants at MAA ********* (Unit 4118) since 2021. Unfortunately, since March 28, 2025, weve been trying to resolve a serious mold issue in our apartment. From the beginning, we informed the property manager, ******* *******, that my doctor requested a mold inspection due to chronic health symptoms. We submitted a certified lab report confirming mold in the **** system and bathroom, where a leak has existed since 2022.Despite this, Ms. ******* responded that MAA does not accept personal mold tests which is not stated in the lease and contradicts Florida Statute *****. She later falsely claimed we declined an **** inspection. In truth, their technician arrived with no tools or certification and confirmed he was not qualified to inspect for mold. This claim was misleading and negligent.Instead of certified mold remediation, MAA only offered air duct cleaning. Per Florida Statute ********, mold remediation must be performed by licensed professionals. General duct cleaning is not remediation and does not meet legal health standards.The maintenance team has repeatedly painted over visible mold on the bathroom wall a superficial fix done since 2022. Painting over mold traps moisture, allows it to grow beneath the surface, and leaves spores in the air. No proper remediation or repair was made.We have provided all documentation: lab reports, photos, and evaluations from certified professionals. After nearly two weeks of emails, MAA continues to deny the issue and offer inadequate solutions. Our health and safety have been compromised.We request: (1) MAA fund proper mold remediation by a licensed provider; (2) all mold-related maintenance be documented in writing; and (3) management stop denying certified findings. We are prepared to take legal action if this is not resolved.

  Business Response

  Date: 04/23/2025

  We disagree with the assertions in the complaint and maintain that we have addressed the concerns consistent with our obligations under the lease and law.  The resident provided a mold report that did not identify any significant mold issue and refused services from the landlord,insisting on a different scope of work.  While we disagreed with the complainants position, we agreed to reimburse the resident for the work that they wished to be performed.  We consider this matter resolved.  Thank you! 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23181787
  
  
  Dear BBB,
  
  
  Thank you for forwarding MAAs response.
  
  
  I would like to respectfully clarify that while I accepted the reimbursement yesterday, this was not an acknowledgment that the issue had been resolved, nor that their position was correct. My acceptance was based on the urgent need to protect my familys health and by the time of reimbursement, the landlord had not taken appropriate steps to professionally remediate the situation.
  
  
  The EMSL Analytical lab report I submitted provides clear and objective evidence of two distinct areas of active fungal growth (Condition 3 status):
  
  
  1) Air Handler Plenum (**** system)
  2) Master Bathroom floor 
  
  
  According to the ***** S520 standard, Condition 3 confirms the presence of actual mold growth, not just spores which requires remediation to a Condition 1 status by licensed professionals.
  
  
  It is not accurate to state that I refused services.

  
  As registered in many back-and-forth emails with the property manager, ******* *******, I clearly stated that I was not willing to accept a company that was not certified as mold remediator and only performs merely dust cleaning, as that does not meet the legal or health standards for mold remediation.

   

  The law and my medical condition require remediation to be performed by a certified mold professional, which was not offered by the landlord at any point.
  What I declined was repetitive superficial painting, which had already been done several times since 2022 without resolving the problem.
  
  
  As a result, I had no choice but to hire and pay for certified mold remediation services for the **** system, which MAA has now offered to reimburse. That portion of the issue was addressed externally due to the urgency of protecting my familys health.
  
  
  However, this does not resolve the core issue in the master bathroom. The floor continues to show trapped moisture between the vinyl and the subfloor, as confirmed by inspection and moisture readings. This area is still classified as Condition 3 and just one level below Condition 4, which is considered uninhabitable under professional remediation guidelines.

   

  The matter is not solved because I still having a conversation to solve it with the manager, plus the floor in the shower started to leak into the unit below, showing how dangerous is the situation. 
  
  
  For these reasons, I respectfully request that the complaint remain open or marked as unresolved until the underlying environmental condition in the master bathroom is fully and professionally remediated.
  
  Sincerely,
  

  
  **** ******

• Initial Complaint

  Date:04/07/2025

  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.

  03/04/2025 I called the office and spoke with the young lady pertaining to paying my rent I had to close my account due to fraud and had no access to pay online, so called to find out how to pay the rent on the 3rd. The young lady told me I could pay with a money order and no other information was given. I called the next day to verify they received the money order in which they did and then the assist manager or manager stated I would be charged the late fee and I asked why I paid my rent on the 3rd before midnight. She goes into telling me that the lady should have told me to pay the rent by 6pm and that there is a place to go pay the rent up to 10pm. She asked if I come into the office we could listen to the call when I went in now she saying there nothing she can do and the late fee stands. That is not fair I paid the rent according to what I was told and don't feel I should have to pay late fees being my rent was not late. The late fees for last month need to be adjusted and removed based on there not given the correct information, with the correct information I would have done as they told me. Just give correct and accurate information so people as myself don't fall into having to do things like this. Going forward I am aware of the policy for not being able to pay online. Just want my account adjusted and late fee removed.

  Business Response

  Date: 04/08/2025

  This letter is in response to the complaint filed by *********** regarding the late fee assessed to her account for the March 2025 rent payment.

  Ms. ********* signed lease agreement includes a clearly defined late payment policy, outlined in Section 2, Paragraph 2. It states: If your rent is not paid on or before the third (3rd)day of the month, the Landlord will charge a late fee in the amount of 9.95% of your Monthly Base Rent on the fourth (4th) day of the month... Payments received after the office has closed for the day, on holidays, or on any day the **************** is not open for business, will not be credited to your account until the next business day, and a late fee may be incurred.

  According to our records, Ms. ******** submitted her payment after business hours on March 3rd, 2025, by placing it under the office door. As our office had already closed for the day, the payment was not received or processed until the following business day, March 4th. In accordance with the lease agreement, this resulted in the automatic application of the late fee.

  
  We certainly understand Ms. ********* concern and empathize with her frustration. However, we are obligated to follow the terms set forth in the lease, which are uniformly enforced across all residents to ensure fairness and consistency.
  While we regret any inconvenience this may have caused, the late fee was applied in accordance with the lease terms, and we are unable to remove it.

  
  We remain committed to maintaining transparent and fair leasing practices and are available to provide further clarification as necessary.

  
  Thank you,
  ***** ******
  Property Manager
  MAA Greenwood Forest

  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 1, 2024, I submitted my renters insurance policy to MAA via their required third-party portal (Get Covered/PolicyVerify) as instructed. I later received an email stating the *** could not be read, so I followed up by emailing the policy directly, as requested.On October 3, 2024, I received written confirmation from MAAs Policy Review Support stating that my policy was valid and that I could disregard future non-compliance notices. I also called the leasing office, who assured me that everything was fine and I would not be charged any fees.However, between October 2024 and February 2025, I was silently charged a $16/month non-compliance insurance feedespite having been told that I was in full compliance. I never received any phone calls or emails warning me that I was being charged.When I brought this up to MAA in March 2025, they confirmed that my policy is compliant and said I would no longer be charged moving forward. However, they refused to refund the previous charges, citing a vague internal policy deadlineeven though I had submitted everything on time, followed all instructions, and was explicitly told my policy had been accepted.If this issue were truly about missing a policy deadline, then at most, I should have been charged for a single monthnot several.I am requesting a full refund of all non-compliance fees charged in error ($80 total), as I was assured by both email and phone that I was in compliance.I am also concerned that another $16 fee may appear on April 1. I would like this complaint to ensure that no future non-compliance charges are added going forward, and that my account is fully cleared.I did not want to file this BBB complaint. Ive made multiple good-faith efforts to resolve this privately. Im simply asking to be treated fairly and to have this issue resolved based on the clear evidence and communication provided.

  Business Response

  Date: 04/01/2025

  Hello,

  Weve submitted a ticket with our provider to process this credit. We apologize for the delay and appreciate your patience. The credit should be applied to your account within 5-7 days.

  Customer Answer

  Date: 04/07/2025

  ****************start="270" data-end="273"> As of 4/3/2025, I have received written confirmation and verified that the full refund of $80 has been applied to my ledger.
  While the process involved some delays and miscommunication, I appreciate that the issue was ultimately resolved.
  I consider this matter closed and appreciate the assistance provided during the final stages of the resolution.

• Initial Complaint

  Date:03/23/2025

  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.

  MAA ***************** is charging me for items on my Move-Out Disposition Statement that I believe are unjustified. Despite multiple attempts to resolve the issue directly with property management, I have not received an adequate response. After raising concerns about the charges and referencing Georgia Code 44-7-33 regarding improper deductions from my security deposit, I requested the issue be elevated to the property manager and a written email response. However, MAA ***************** ignored my request and threatened to send my account to collections.The charges include wall repainting, which was added after MAA provided me their Move-Out Inspection report stating all walls were in good condition. They claimed the kitchen wall needed repainting due to grease splatter, but the walls around the cooking area are tiled and cannot be repainted. This charge was added outside the legal timeframe for charging tenants for damages under Georgia law, and I was not provided evidence to support this charge.I was also charged for appliance cleaning, including a minor smudge on the microwave. These charges seemed disproportionate and nitpicky, especially since I opted out of their express cleaning program. The fees were very close to the cost of the program, raising concerns about fairness. I thoroughly cleaned the appliances before move-out, and they were left in good condition with normal wear and tear from a 3-year tenancy.Additionally, I was charged for tub cleaning, despite reporting deterioration of the tub needing repair multiple times over a year. The repair was never performed, and it didnt make sense for me to scrub the tub before the repair. I also had to clean up sewage backups in the laundry room and garage at my own expense, with no reimbursement. These charges are unfair and should be removed, as I fulfilled my responsibilities and the issues I raised were neglected by property management.

  Customer Answer

  Date: 03/26/2025

  The landlord (Assistant Property Manager) has confirmed that they are retaining the charge for wall repainting. However, this charge was posted after the 3 business day window for providing an itemized list of deductions following the move-out, and no proof or supporting documentation for the charge has been provided.

  Business Response

  Date: 04/07/2025

  The charges were reviewed, an adjustment was made,and communicated to the former resident.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23105627
  
  I am rejecting this response because:
  

  Since moving out, my bill has not been adjusted in any way. I have thoroughly checked my credit card statements, email records, and the resident portal, and there is no evidence of any adjustment being made, which the business claims. Additionally, when I disputed the charges with the property manager, my dispute was denied without resolution.

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

  Business Response

  Date: 04/18/2025

  Thank you for your follow up, and we apologize for the delay in communication.  The damage charges will be refunded and a member of our team will be reaching out to confirm your forwarding address.

• Initial Complaint

  Date:03/15/2025

  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 out of my apartment with MAA on 02-13-2025. I was sent a move out statement with trash removal fees added on to the charges. When I inquired on the charges, they stated trash was found next to a cardboard box with my name on it. I proceeded to speak with the assistant property manager and the property manager to review the situation. According to the property manager (these are her EXACT words, via email): Hi ******,Thank you for reaching out. I am happy to assist you with this. Upon review of your move out inspection/pictures, it appears there were multiple bags of trash left (4+) and a cardboard box. The charge for trash removal is $25 per bag. In this case it appears you were only charged for 2 bags.Please let me know if you have any other questions or if I can assist you with anything else. So, I responded with this: For clarification, I am being charged for trash bags that were not inside of my apartment, because a cardboard box was found next to them with my name on it?. The property manager responded and stated: When trash is left on property, on maintenance team will open bags/boxes to determine who left the trash behind. This trash was found in an isolated spot with items with your name on it. That is the reason you were charged for the trash removal. So, going off of this logic, anyone can be charged for trash that is not theirs if it is found in an isolated place, with one item that has your name on it, which is exactly what happened to me. The property manager is not responding to my emails, nor is the corporate team getting back to me. My account is due to go into collections if I do not pay the outstanding move-out balance within the next week. I will not be paying the balance until the charges are reviewed; as I believe they were placed erroneously. Moreso, I asked for a copy of my previous lease to review the trash fees, which went ignored. I need someone to assist me as the people that should be helping are not doing so.

  Business Response

  Date: 03/19/2025

  In an attempt to resolve any resident's concern, I have removed the trash removal fee in dispute. I emailed the resident back letting her know and sent the updated move out statement reflecting the added credit.