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

  900 Waterford Forest Circle Cary, NC 27513

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  MAA

  10200 Crichton St Raleigh, NC 27617

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  MAA

  100 Northcreek Dr Durham, NC 27707

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  MAA

  400 Stone Lion Dr Durham, NC 27703

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:10/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being charged well over market value for my apartment. I am a long time Texas local who was unfortunately a victim of the ***** in property values over the last couple of years. Unlike the people who moved here, my salary didn't keep up with rising rents but we continued to renew due to the costs of moving and the fact I am trying to create roots for my children. I swallowed the rate increases, but recently learned market rate is substantially lower now, and units that have more ideal locations in the complex and upgrades are leasing for almost $500 less than mine. I am a tenured resident who is unproblematic, has always paid on time, calls in when things are broken, has zero lease violations, and takes care of her apartment. I am not asking for charity. I ran the numbers and showed how MAA and myself could mutually benefit from renegotiating my lease. I understand renegotiating leases while they are active is not typical. And again, I am not asking for charity. I am asking MAA to live by their mission statement, specifically the part that says you "embrace opportunities and do the right thing at the right time for the right reason."It is not right to charge us so much more than market value and refuse to come to an agreement that works for both. The transfer option is not feasible for me due to the financial constraints caused by paying so much higher than market value. We'll never be able to afford the fees. So now we are in a situation where we are paying way more than newcomers who are higher risk for the community after proving myself a stable and reliable tenant. It is a contradiction of your mission statement to do business like this and blame it on the Fair Housing Act. See also this article of MAA going on record stating they raise rents above market simply because they can:***************************************************************************************************************************

  Business Response

  Date: 10/04/2024

  Thank you for reaching out to us and sharing your concerns. We have carefully reviewed your complaint and the response we previously provided via email and in person at our on-site Management Office. After thorough consideration, we believe that the resolution offered is valid and aligns with our policies and commitment to service quality.

  
  We understand that this may not fully meet your expectations, and we truly regret any inconvenience caused. However, our response was based on the information available and reflects our best efforts to address the issue in a fair and equitable manner.

  
  Please dont hesitate to reach out directly to our Office Staff if you have any further questions or if theres anything more we can clarify.

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:
  

  Fairness is characterized by treating people according to their needs and the offer you reference is nothing more than the transfer option, which I have already stated does not meet my needs and is unattainable. Further, I should not have to go through everything moving entails on my end to pay fair market value for my residency here, which again has been stable and reliable. Not to mention I have already withstood the dramatic increase in property values driven by out of state cost of living salaries that do not align with the local climate. I want to emphasize that we have loved living at this property. Your staff is incredible, like family to us, maintenance is prompt, and the property is well kept and safe. We have no interest in leaving, but it isn't right to take advantage of our continued residency like this. I ask you to reconsider your policy and renegotiate my lease to fair market value. You only stand to gain from it.

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

  Business Response

  Date: 10/15/2024

  The resident was late paying his rent this month and has had 2 **** in the past (and has to pay with certified funds.) 

  LC and APM informed him that we couldn't accept his partial payment and that he would need to bring a money order for the full amount including the late fee. ** and APM said he became angry and accused them of treating him unfairly because we wouldn't accept his late payment without the late fee. 
  
  He also asked to have the late fee waived which we had already waived his late fee last month as a one-time courtesy and explained to him that it was a one-time courtesy only.
  
  Resident since then has made payment in full including the late fee and his account ledger has a $0 balance due. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:

  This response is referencing a completely different resident. Please advise.

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

  Business Response

  Date: 10/22/2024

  We value your residency at our community at hope that you will choose to renew your lease.  However, we have explained our position about the renewal rate for your apartment home and will not be making any adjustments.

  Customer Answer

  Date: 10/22/2024

  Complaint: 22378715
  
  I am rejecting this response because:

  I am coming to MAA as a tenured unproblematic tenant, asking for relief that I know MAA can provide after weathering more than a 1k increase in rent over the last 6 years for the exact same floor plan and amenities, $300 of which happened in one renewal. MAA's position is not a matter of can't, it's a matter of won't. Texas law does not prohibit changing lease terms on active leases. I know MAA can do better than that. MAA should remind themselves they are not selling bags of chips. People are building lives in these properties and can't just move. Also, I want it on record that I did not speak to the office staff in person as stated in the initial business response. I got my answer via email only on what the staff were empowered to do at the property level, promptly at that. I would not harass them like that. Ironically, I had to file a BBB complaint to even get a response from corporate at all, responses which ended up being robotic, cold, and largely not even accurate or related to my case. Please do not continue telling people their residency is valued if you're not prepared to try and keep it when asked and when it can be mutually beneficial, while simultaneously charging them $500+ over market.

  I am leaving this complaint open because no resolution other than renegotiation is acceptable and will not be responding to any future responses that do not offer it, even if this complaint ends up being closed due to my non-response.

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

  Business Response

  Date: 10/23/2024

  We sincerely apologize for any inconvenience you may have experienced. At MAA ************, we strive to provide the best possible service, and your feedback is important to us.

  We take your complaint seriously and have thoroughly reviewed the details you provided. Our goal is to resolve this matter to your satisfaction. Based on our initial review, we will not be able to modify your pricing offer since it goes in accordance to the market.

  Every consideration that was within our possibility has been already granted to your case. 

  For any additional questions or doubts you may have, please feel free to contact our on-site office during business hours for further assistance and explanation.

  All the best,

  Customer Answer

  Date: 10/24/2024

   Complaint: 22378715
  
  I am rejecting this response because:

  I know I said I wouldn't respond, but I need someone to explain to me why this lease can't be renegotiated. The current rate for the exact same floor plan as mine is now $477 less than my current rate. I am asking to renegotiate my lease down to this rate with the obvious extension that would mean. Why isn't this possible? I fully understand that when my lease was up for renewal the market was different, and I am pointing out that it is cheaper now and we desperately need this relief. MAA would rather see us priced out and forced to move at renewal time instead of coming to an agreement that allows us to stay in the community even longer? It just doesn't even make business sense to me. MAA may lose money in the short term but would recoup it in the long term and it spares us a move, which MAA must understand is life changing. This is more than just an inconvenience, it's nearly $500 per month. Please help me understand.

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

  Business Response

  Date: 10/28/2024

  We value your residency at our community at hope that you will choose to renew your lease.  However, we have explained our position about the renewal rate for your apartment home and will not be making any adjustments.

  Although we understand everything moving entails on your end to pay fair market value for your residency and withstanding the dramatic increase in property values driven by out-of-state cost of living salaries that do not align with the local climate. Unfortunately, we cant do much about that nor can we control the market driven by out-of-state cost-of-living salaries. 

  If there's any way to support this adjustment in the future, we will take it into consideration. 

  Best,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:

  It is absolutely within MAA's power to adjust my rate. MAA is the only party in this dispute who is in a position to do anything about this. We are just back to "won't," not "can't." Copy and paste from my previous messages noted in MAA's latest response, and there will be nothing further from me. 

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

• Initial Complaint

  Date:09/27/2024

  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 applied to the apartments MAA ************ on September 20th, 2024 and paid a $60 non refundable application fee. I received an email that the application had been approved that same day. Upon logging in the site asked me to pay an $150 administration fee to hold the apartment I had applied and was told I was approved for. On September 24th I was sent a lease and I signed in the respective places. On September 25th I received an email the lease had been received and signed by management. On September 26th I received a phone call from the leasing agent saying the application had been denied and I would receive an adverse notification via email. I have contacted the property via phone as I have not received the email showing I was denied but my resident portal account is now showing invalid when trying to login. Each time I have called the property I have been told I will be placed on hold to speak with **** the leasing agent and have been left on the line for no less than 10 minutes each time and **** is refusing to respond to emails as he could give me no reason why I was denied AFTER signing a lease. I would like a refund on the administration fee as it was ONLY to be charged to hold the apartment once approved but as **** called and stated I was DENIED and entitled to a refund.

  Business Response

  Date: 10/09/2024

  Makala,
  
  When you applied for unit 001099, you paid the
  non-refundable application fee of $60 and agreed by signing on the application
  that the information provided was true and accurate.  Your Safe Rent
  screening results then came back approved based on the initial credit screening
  from the information you provided.  You were then charged the application
  deposit of $150 based on that approval.    Upon further review
  of the information provided, it was discovered that you submitted false
  information in connection with your rental application.  This action is in
  violation of our rental application which states:
  
  By signing below, you are stating that the information
  You have provided in this Application is true, correct, and complete. All
  persons and firms named in this application may freely give any information
  concerning you that is requested, and you waive all rights of action that you
  may have for any consequence resulting from such information. By signing below,
  you authorize Mid-America Apartments, L.P. and its subsidiaries and affiliates
  (collectively referred to as “MAA”), to release all information contained in
  this application on your behalf and for your benefit. Further, you agree and
  acknowledge that You have received, reviewed and understand MAA’s Residency
  Selection Criteria, which include certain disclosures that You now acknowledge,
  as well as certain consents and waivers made by you, all of which are
  incorporated into this Application as if fully set forth herein. Specifically,
  by submitting this Application, you release MAA from any and all claims and
  damages related to the use or safeguarding by any vendor or other third party
  of personal information provided by you in connection with your application.
  
  Therefore, you application was terminated and you would not
  be eligible to receive back the funds you paid along with your application. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22348520
  
  
  
  I am rejecting this response because: A LEASE WAS GENERATED AND SIGNED by management and myself. I was NEVER informed of WHY the lease was rescinded or that any information was false. The administration fee was to HOLD the apartment AFTER approval as specified on your website. You all APPROVED the application AND generated a lease that not only I signed but YOUR MANAGEMENT SIGNED, APPROVED, and sent back to me. Which is a LEGALLY BINDING document. If any false information was suspected, funds should not have been taken, and a lease wouldn’t have been generated as well as a WELCOME HOME PACKET. I WILL proceed with moving in with my LEGALLY BINDING lease if my administration fee is NOT returned because BY LAW, the lease is valid as I’ve received NO correspondence stating otherwise. 
  
  Sincerely,
  
  
  
  Makala Murria

  Business Response

  Date: 10/18/2024

  We have stated our position regarding the
  application and maintain that it was application approval and lease were
  appropriately rescinded.  However, as a courtesy, we have agreed to refund
  the $150.00 application fee. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22348520, and I accept their proposed resolution.

  
  
  Sincerely,
  
  
  
  Makala Murria

  , TX 75062

  
  

• Initial Complaint

  Date:09/26/2024

  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.

  Recently had my identity stolen and have been rectifying fraudulent accounts. One fraudulent account was for an ********************** lease in ******* operated by MAA (HQ based in **) for $8,705. MAA sent debt collectors (****** ********) after me for this fraudulent lease. I provided the debt collectors with the police report, *** affidavit and they confirmed this was fraud. I reached out to the local property in ******* and they re-directed me to their corporate offices in **. I contacted the corporate offices multiple times (7/18, 8/20, 9/3) in an attempt to confirm that this debt was fraudulent and that they would no longer be pursuing me through other debt collectors or other means. I offered to provide them with the same paperwork that I have provided to the collectors and cooperate in any way, so as to clear this false debt. I have not received any correspondence, returned calls, or emails from MAA. This is the last of the accounts that were opened in my name and I need to have documentation from the company confirming I am not liable for this fraudulent debt.

  Business Response

  Date: 10/08/2024

  To Whom it May Concern, 

  Thank you for reaching out to us on this account. On June 3, 2024, MAA closed this account for valid fraud documents. Additionally, on June 3, 2024, Hunter Warfield reached out to Mr. Smith letting him know that they concluded their investigation and that they closed the account.  At this time Mr. Smith does not have a balance with us. 

  Sincerely, 

  Gayle Mackovic

   

   

  Customer Answer

  Date: 10/16/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22343523, and I accept their proposed resolution. I will consider their correspondence through this complaint as confirmation that they will no longer pursue any action to collect on this debt and that the debt was incurred fraudulently outside of my control.  

  
  
  Sincerely,
  
  
  
  Peter Smith

  502 Rustic Creek Ln

  Cave Springs, AR 72718

  
  

• Initial Complaint

  Date:09/20/2024

  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.

  July 27, 2024 called & spoke with ****** *******. Regional Leasing Consultant. I explained to Mr. ******* that I was moving from an apartment nearby because of mold. Mr. ******* asked how much was I looking to spend and I stated around $1550. I scheduled a tour same day at 4:30pm. I was shown the model although the apartment was move in ready . I asked to see the location of the apartment and Mr. ******* walked me over to the building and pointed it out to me. 8/2/24-shown the apartment by ****. noticed a few cleaning issues with dining room light and bedroom windows. Later, learned **** came up and cleaned (as best as he could) those areas. I completed move in sheet, apartment has several issues: -Mold in ac unit - Mold inside windows (maintenance supervisor & a cleaner came-i had to finish the job) -Mold inside of front/balcony doors -Several cabinets damaged (repaired kinda)- Cabinets stained bathrooms/ kitchen - Bathrooms missing sealants- hole in tile Horrible smell still exist -Air handler box leaking water - Main bedroom bathroom vent mold-manager sent maintenance to change & duct cleaning -Maintenance wiped ac coil two different days/mold still here. - Carpet dirty smells like wet dog. -Electrical issues-lights tripping use breaker box Office staff instructed me several times to run ac unit knowing my daughter and I have respiratory issues.Staff stated after receiving mold report proves level 3 possibly my fault because I wont run the air conditioning unit. Mold was here at move in. I paid for mold testing, BBB accreditation **** company to assess ac unit- advised not to use it. been denied another unit when plenty available. Staff stated they would submit a 30 day vacate. I explained my daughter and I do not have funds to do so.I explained whoever signed off on property is at fault. property needs to be more observant with maintenance issues Maintenance supervisor &office staff stated all ventilation systems look like mine &operate the same.

  Business Response

  Date: 10/02/2024

  We have responded to all reasonable concerns with the apartment home consistent with our obligations under the lease agreement and applicable law.  We consider this matter resolved.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22239315
  
  I am rejecting this response because: Property manager. ***** ******** stated (daughter **** witnessed) along side of her maintenance supervisor that she in fact knew the apartment was not properly cleaned before my move in. Ms. ******** stated, it got away from her. MAA ************ entire staff knew this information and everyone decided to play the game of ***** is delusional. All I asked at the time was to be relocated to another apartment and has been denied. I am still awaiting a response from my last email to Ms. ******** about a relocation. While in my home, Ms. ******** also stated Id need to pay another deposit which I replied, why? Give me my deposit back and ill return it to you right then. Ms. ******** was to double check on this and again, I havent heard from her. MAA ************ would like for me to stay in this apartment that was never cleaned/serviced and do the work around me and my daughter. I will never be ok with this. We want out of this apartment! At the full expense of MAA ************. We are still having negative reactions such as headaches, nausea chest pains & uncontrollably cough. I did pull down the ac door and was still able to pull mold from unit today! This apartment is not safe for my daughter and I to live in. My relocation should be covered at MAA expense being that they knew upon move in this apartment was not habitable. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/17/2024

  We have responded to all reasonable concerns with the apartment home consistent with our obligations under the lease agreement and applicable law.  We consider this matter resolved.

  Customer Answer

  Date: 10/22/2024

  Good afternoon, through researching MAA ************ by way of reviews, I learned that MAA ************ has several complaints regarding the very same issues I am currently experiencing. MAA has made it their business to **** customers into signing leases here. ******************** staff show you the model apartment and will have you sign your lease agreement before seeing the actual property youre renting. Photos of reviews are being attached. This is unacceptable and I do not accept their response as my apartment is still inhabitable. 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22239315
  
  I am rejecting this response because:MAA ************ has operated unprofessionally for years making scamming customers into moving here a normal business practice. MAA tells you that you cannot see the actual apartment and shows you the model apartment. Once approved, you sign paperwork and then see the apartment. MAA staff will ****** on who will complain and once we learn of the shady business they will insist on cleaning around you while refusing to do the humane response and just move you. I insist on having all monies returned dealing with this company and reimbursement for moving fees. Then, I'll consider this complaint satisfied!
  Sincerely,
  ***** *******
  (This will alert the business that you
  

  
  
  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22239315
  
  I am rejecting this response because: MAA has not met my request in a satisfactory manner. Once again, it was stated by property manager, ***** ******** this apartment was NOT serviced in between tenants. MAA wants me to be ok with living on top of someone elses dirt verses doing the basic human like gesture of moving me to a more suitable apartment or just returning my money so that I can LEAVE! My daughter and I STILL have medical issues which leds me to believe the mold isnt gone! I do NOT have funds to keep paying people to come in this apartment to test. MAA knew it was an issue before I applied! Its been proven this is normal business for MAA to mistreat residents like this. Theres no respect only greed! There is NOTHING satisfying about this property. Im sure they are waiting for me to give up which I will never do! You want a service request? Heres one:GIVE ME A NEW APARTMENT OR RETURN MY MONEY ive put in. I was told window experts would be in on 9/13 and that hasnt happened. Whether Im in here or not, this apartment needed professional services done. The laws dont state that you can place tenants in your property without providing professional cleaning services so you are in fact NOT operating as you should and again I am NOT OK WITH THIS! I WANT OUT & I WANT EVERY LAST DIME IVE GIVEN YOU! Respectfully! 

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

  Business Response

  Date: 11/08/2024

  We want to ensure that Gerris concerns have been addressed thoroughly and with the highest level of professionalism. Over the course of her tenancy, we have engaged two different contractors, professional cleaners, and an **** company to assist with resolving her issues.

  
  Additionally, as a gesture of good customer service, we have offered to release ***** from her lease agreement and provide a full refund of her November rent.

  
  We believe we have responded to all reasonable concerns regarding the apartment in accordance with our obligations under the lease agreement and applicable law. Given the steps we have taken, we consider this matter resolved.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22239315
  
  I am rejecting this response because:MAA ************ will have you believe they have handled this situation professionally when in fact I should have never been placed in this apartment (nor anyone else) in the conditions stated in initial report. Property Manager, ***** ******** and ***** *******, Regional Leasing Consultant are the main two I blame for this situation my daughter and I are in. 
  
  
  For weeks after moving in MAA staff pretended like they did not know anything about the issues within this apartment. 9/13/24 visit from ***** ******** was when I learned she knew of this situation before the apartment was rented to me. ***** ******** signed off on the apartment, and also admitted to me in front of her maintenance supervisor and within ear shot of my daughter that it was her fault. This, isnt professionalism. 
  
  
  Professionalism is properly maintaining the units throughout ******s stay and having the units professionally cleaned after ******s leave. This wasnt done. MAA ************ has made it their business to skip out on maintaining units to save money. I am not the first ****** to go through this according to the reviews that I have previously provided to you. During Donnas visit on 11/8/24 she had the **** system rechecked, one bathroom checked for moisture, took a picture of my bedroom window (that I cleaned last) and picture of thermostat. I was never given any results from her visit. 
  
  
  Professionalism isnt having your employees try to cover for you while ruining the relationships that were formed at signing. Contractors were only sent because I had to pay for testing and assessments to prove what staff already knew was wrong. That isnt professionalism. Staff sent maintenance supervisor and one female who appeared to be a friend or relative, not a professional company to wipe my bedroom window and the maintenance supervisor wiped my daughter windows with glass cleaner. 
  
  
  Photos of me cleaning the windows were provided previously in my report immediately AFTER the maintenance supervisor and this woman exited my apartment. Once again, MAA ************ only wanted to clean around me when the right and fair thing to do was move us to another unit as I continue to ask. 
  
  
  Lastly, I will ask once again, move us to another unit (because you have many available) that has been cleaned by a professional company, new carpet, ducts and **** properly cleaned by professional contractors, pipes and windows inspected and mold free until lease ends. If not, we are asking that all money paid out to MAA ************ be returned to us up front so that we can move. MAA ************ offered free rent for November on 11/8/24 only if we exit by the end of November. That is unacceptable and why I still state this matter is not resolved. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/17/2024

  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 rented an apartment from MAA *********** in ***************. I was told by the office staff when I gave my 60 day notice that I would not be charged any fees or penalties for early termination of my lease. If I did not give a 60 day notice I would be charged the base rent x2. So I emailed my notice to the staff because I was trying to purchase a home. There were complications with my home purchase and I was not going to close before my 60 notice expired so I emailed and asked if I could extend my 60 days so I didn't end up homeless. I was told my unit was already rented for 3 days after the notice so I couldn't extend it. I would have to relocate to another unit and sign a lease for it and pay a $500 relocation fee. I moved out of my unit and a few days later I received a final bill which included my water usage and 2x the base rent. I feel like I was lied to and now targeted for a rent charge that I was told I would not have to pay. This company would have left me and my disabled granddaughter homeless and on the street if I did not find another residence. Either way, I would not have been able to stay in the apartment because it was rented or I would have faced eviction charges if I simply decided to stay out the remainder of my lease. How can they do this to people? When I rented this Apt. I had 4 pages if damages and repairs to be done. Maintenance only did a few things and never returned. I fixed most of it myself and I left the place in far better shape then I got it. I have all of my documents as proof. Not to mention while I was there I had the ducts cleaned and had to remove several bags of trash left hidden inside the **** vent by maintenance. I don't think this should be allowed.

  Business Response

  Date: 09/20/2024

  There seems to be a misunderstanding with our past resident.  We always require a 60-day written notice, even at the end of the lease agreement.  ******** did give proper notice.  She did also try to extend her notice, but the apartment was already leased.  The notice requirement is for the purpose of trying to market the upcoming apartment to avoid prolonged vacancy.  ******** did fulfill the required notice period, but she did not fulfill the lease agreement.  Her lease end date was 11/07/2024.  Our Early Termination Fee is twice the monthly rent.  Therefore, the Early Termination Fee is $2826.00.  This is the same for all leases we offer.  This contract was agreed to and signed by both parties on 9/5/2023.
  
  Paragraph 4 of the lease contract states:
  
  4.1.1 In order to terminate this Lease pursuant to this paragraph before the expiration of the initial term, You must: 
  
  4.1.1.1 Give Landlord sixty (60) days' written notice or pay an additional termination fee equal to rent for the period equal to sixty (60) days less the actual number of days notice you provided ("Additional Termination Fee") (e.g., if you only give fifteen (15) days notice you will pay your standard rent for fifteen (15) days plus an additional termination fee equal to rent for forty-five (45) days) at the time of giving notice; PLUS 
  
  4.1.1.2 Pay all monies due through date of termination, including, but not limited to, the payment of prorated rent; PLUS
  
  4.1.1.3 Pay a fee in an amount equal to the sum of two times Your Monthly Base Rent (Early Termination Fee) at the time of giving notice.
  
  We must stand by our written agreement; however, we do offer a payment plan to pay off the balance in 3 equal payments within 90 days of move out.  This can be arranged by the Assistant Property Manager, *****************************.  The signed lease agreement is attached.

  Best regards,

  ***************************, PMIC

  MAA Point Place

  Customer Answer

  Date: 09/20/2024

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

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

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

  Greenville, SC 29605

  
  

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am a licensed Marriage and Family therapist working with patients in multiple states. When I properly evaluate, maintain a relationship and write a letter of accommodation (for emotional support or psychiatric service animals), the letters are always denied by MAA. This has caused significant distress and increase in symptoms for numerous patients. MAA does not return or respond to my attempts at appeasing their "lack of information" reason for rejection though my letters are thorough and contain all necessary information for the accommodations itself. I would like MAA to review their policies and treat disabled people with integrity and fairness.

  Business Response

  Date: 09/17/2024

  MAA is an equal opportunity housing provider and complies with all federal, state, and local fair housing laws and regulations.  MAA does not discriminate in any way based upon disability or any other classification protected by applicable law.  MAA has carefully designed its assistance animal review and decision-making process to comply with all applicable laws.  This process has been reviewed and found in compliance with such laws by *** and numerous state and local agencies.

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a renter at *******************, located at ***************************************************************************. 4 days ago, my AC unit went out. I initiated a "ticket" via the app. Someone came to my apartment and left a note saying the repair to my AC unit was made. It was not made, as my AC unit was not working (the temp was 75 when I keep my apartment at 65) . I issued another ticket which led to receiving a window air unit. While that is appreciated, it does not keep up with this heat. I was told by a maintenance employee that my unit isn't unique to the problem, that multiple people in the building have issues. There's been no communication from management on what the problem is nor when the problem will be resolved. This complex is advertised as a "luxury" apartment and yet I have been without AC, during the hottest week of summer, without resolve or explanation.

  Business Response

  Date: 09/12/2024

  On July 17th, the resident reported an issue with their A/C unit not functioning properly. Our maintenance team responded the same day and identified that a part needed to be ordered to restore the A/C. To ensure the resident's comfort while waiting for the part to arrive, we promptly installed a window unit to provide temporary cooling.
  The necessary part was delivered, and the A/C was fully repaired on July 23rd, 2024, which was five business days after the initial report. Since the repair, there have been no further reports of issues with the unit.

• Initial Complaint

  Date:08/30/2024

  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 rented an apartment at MAA ******** from 5/16/2024 to 8/11/2024. Per my lease, I followed the instructions for move out outlining procedure for clean out and charges at move out. When I turned in my keys to the office I was informed there is a new move out procedure called express cleaning where the *************************** keeps your $200 deposit to apply as a cleaning fee. I thought this was strange since it was not mentioned to me prior to me turning in my keys and this was nothing that was mentioned in my lease. The staff working refused to do a walk through move out inspection with me that day stating that they would have to charge me an early termination fee if they did so (this was Friday afternoon 8/9 , my lease ended 8/11). So a move out inspection was performed several days later without my being present. In my move out inspection report it shows that I am being charged for the replacement of the carpet due to stains being on the underside of the carpet. An inspection of the underside of carpet was not done at move in so it cannot be properly determined that the stains were caused during my tenancy. The property manager then referred back to the lease stating I am responsible for 80% of full replacement and provided an invoice for supposed replacement costs of $886.51 , 80% being $709.21, where I am being charged $781.96 . When I contact the property manager to question the math, they ignore my emails, phone calls etc. When I walk in they state that **** , the manager is not available.

  Business Response

  Date: 09/12/2024

  Hello *****,
  
  Thank you for reaching out regarding your concern, after further review it was determined that your account will be credited, and a refund will be sent to the forwarding address provided. We apologize for any inconvenience this may have caused, should you have any additional concerns please do not hesitate to contact us.

  
  Thank you, 

  Customer Answer

  Date: 09/12/2024

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

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

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

  *******, GA 30342

  
  

• Initial Complaint

  Date:08/29/2024

  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 used to live at the ************** at ********, an MAA Apartment Complex in ********, *******. Their exact address is ****************************************************. Towards the end of my last lease (I lived there a total of 4 years and always paid my rent and all dues on time) I contacted the management of the Apartment Complex to repair a few things around the apartment, including a small hole in the drywall that was created by previous workmen doing work on the air-conditioning thermostat. I contacted the apartment complex approximately 2 months before the end of my lease the first time, and then several times afterwards until I moved ****** this was during ***** times, handymen apparently either missed my work-order, or ignored it completely. I contacted management about this several times without ******** the end of my lease was nearing, additional small repairs needed to be done (which were, according to our contract, not the tenants responsibility)- those were also ignored by MAA Management and handymen on purpose.Finally, when my move-out date came, I had to leave, and during my move-out inspection, I pointed out to management that the repairs they noted were pre-existing repairs that MAA should have repaired before I moved out- yet still MAA decided not only to charge me for the repairs, but also to report me for unpaid dues to credit agencies damaging my credit. I request that the charges are reversed and my credit repaired and that MAA drops all charges against me, as it was their responsibility to perform the repairs on my lease agreement, and moreover the damage was not caused by me, the tenant, but by MAA's handymen ************* hindsight, I believe that it was MAA's underhanded policy to not honor repair requests from outgoing tenants so additional funds could be illegally collected.

  Business Response

  Date: 09/05/2024

  Thank you for reaching out and giving us the opportunity to review this account for you.  I have reviewed your final move out statement and final billing and found that the $238.80 that you are requesting be adjusted is a combination of a $110 credit on your account and your final water billing:

  Credit:                                    -$110

  *************** water bill:     $84.68

  7.27.21-10.23.21 water bill:   $264.12

  Total:                                      $238.80

  That being said, when reviewing your account, I did see that it was charged a damage fee of $40 for wall repair.  I have notified the property to adjust your account and issue a refund of $40.  

  Thank you

   

   

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22214013
  
  I am rejecting this response because the billing for outstanding water bills is problematic:

  *************** water bill:     $84.68
  7.27.21-10.23.21 water bill:   $264.12
  Total:                                      $238.80

  1.) No accurate accounting has been provided to me as to how water charges are calculated (amount used and charged per unit- for MY apartment specifically). 

  2.) No proof of my contractual obligation to pay has been provided (that I signed).

  3.) In the absence of such documentation- and since I did not stay there during the times indicated while my lease was running out- larger water charges are due to leaking plumbing (toilet/faucets), which is the contractual obligation of the apartment complex to repair- not mine. I made the apartment complex aware of this during my last few months of tenancy but my service requests were ignored allowing the leaking issue to linger- likely for the apartment complex to cash in on additional funds at the end of my tenancy.

  In the absence of proper documentation, I reject any and all 'water charges' that MAA claims are mine to pay.
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/12/2024

   

  1. You requested info of how billing is done:

  Per your lease, page 6, item 9.2.1

  "Water and sewer service will be billed to Landlord by the service provider and Landlord will allocate those bills to You based on a combination of
  the square footage and the number of Occupants and Residents of Your Apartment. As a result of this allocation method, You may pay for water and
  sewer used in other apartment units or in the common areas of the Property. You agree that this allocation method is fair and reasonable even though it
  may not reflect accurately Your water consumption."  Please feel free to contact ************************ for any further questions pertaining to your water billing details.

  2.  You requested proof of contractual responsibility for paying the water bill:

  Per your lease, page 6, items 9.1 - 9.2.1  

  "9.1 You must pay charges for all utilities provided to the Apartment, including but not limited to electricity, natural gas, water and sewer, internet, cable
  TV and telephone, except as may otherwise be set forth in this Lease. Where applicable, Your utility bills may include a one-time deposit, flat fees, and
  other charges and any increases as billed by the utility provider. In addition, You must pay a monthly common area charge (Common Area Fee) which
  represents a proportional share of common area water and sewer, electricity, and/or natural gas charges and shall be due and payable as additional
  rent. The Common Area Fee may be adjusted by Landlord during the term of the Lease, or any extension or renewal hereof, by Landlord providing You
  notice. Any such adjustment to the Common Area Fee will go into effect on the first day of the subsequent month after the expiration of thirty (30) days
  from which Landlord gives You notice.
  9.2 You must have all utility services transferred to Your name immediately upon signing this Lease, except for those utilities which are submetered or
  billed pursuant to an allocation method by Landlord. You must pay all utility bills promptly. You must provide to Landlord proof of transferring utility
  services into Your name prior to move-in. If You fail to transfer utility service into Your name prior to taking possession of the Apartment or otherwise
  fail to ensure that the utility services remain in Your name during this Lease term, such failure(s) will be a material breach and You will be in default
  under this Lease. In the event that the utilities are not in Your name at move-in or at any time during Your possession of the Apartment, Landlord may
  charge You and You agree to pay a fee in the amount of Fifty-Five dollars ($55.00) for every month during which, at any time, one or more utilities are
  not in Your name, plus the actual or estimated cost of utility services billed to Landlord. The fee and such costs are due as additional rent. Upon moveout, but not before, You shall transfer, or cooperate in the transfer of, all utility service back into Landlords name. You hereby agree that Landlord will
  not reimburse You for any costs related to utilities left in Your name after You move out. **** div>
  9.2.1 Water and sewer service will be billed to Landlord by the service provider and Landlord will allocate those bills to You based on a combination of
  the square footage and the number of Occupants and Residents of Your Apartment. As a result of this allocation method, You may pay for water and
  sewer used in other apartment units or in the common areas of the Property. You agree that this allocation method is fair and reasonable even though it
  may not reflect accurately Your water consumption.

  3.  You suggested that it was our responsibility due to not occupying the apartment even though it was during your lease term.  You also inferred that you had reported a leak to us.

  As you were in the lease agreement through 10.23.21, you would be responsible for all reasonable utility charges incurred during the terms of the lease.

  Upon review of your account (date range of 5.1.21 - move out date of 10.23.21) there were 2 work orders placed. 

  W/O # *******: Dryer repair opened on 5.2.21, repaired and closed 5.6.21

  W/O # *******: Leak reported on 5.9.21, repaired and closed on 5.14.21

  No other work orders were submitted over the next 5 months to your move out date on 10.23.21

   

  For additional clarity of your move out charges, I have attached your move out statement that was provided to you after your initial lease end in 2021. While it does not show on this statement, your account has been credited the $40 charge for the wall damage that was billed, per our first reply to this complaint.   

   

   

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22214013
  
  I am rejecting this response because:

  The information provided is a template lease. It is NOT the lease I signed. Thus your information cannot be verified and is not linked to me.

  Provide the original document (all pages) with my original signature (notarized). In the absence of this proof your claim cannot be verified.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 09/20/2024

  Additional credit amount of $198.80 is processing. 

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2nd Ive moved into MAA gateway apartment in *********,** and prior to that my apartment had issues which was told to me would be resolved by my move in date. One of them being mold and mildew that was discovered prior to my move. I am allergic to mold and ever since I moved in *** been getting sick. Apart from that theres been several problems there. I asked for my lease to end so that I can move out since Ive been living there under a month and been sick. I ask to be transferred out if they dont want to let me go below are some additional issues.The current issues in the apartment include:Chipping Hardwood Floors: The damaged hardwood floors have caused injury to my foot and remain unresolved.Fire Alarm System: The fire alarm system malfunctions weekly, disrupting my sleep and making it difficult to rest.Noise Issues: I can hear everything my neighbors are saying and doing outside the duplex, which disrupts my concentration as I work from home.Pest Infestation: Despite contacting pest control, there are persistent bugs in the apartment. Some of these bugs have landed in my food and on me while I was sleeping.Bathroom Damage: The remodeled bathroom has caused additional damage that I previously reported without receiving assistance.Stair Wear and Tear: I was informed that the wear and tear on the stairs would remain for the duration of my lease, which contradicts the luxury standard promised in the lease agreement.Lack of Cleaning: The apartment was not cleaned adequately before my move-in, with noticeable dirt, dust, and spider webs in hard-to-reach areas.

  Business Response

  Date: 09/03/2024

  We have spoken with the resident and are working with her on her concerns.