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 Park Estate

  960 Catbird Ct Memphis, TN 38119

  
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  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

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  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

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  MAA Carlyle Square

  501 Holland Lane Alexandria, VA 22314

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: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.

  I am filing a formal complaint against MAA ARRINGDON located at ***************************************** due to several unresolved issues and unfair treatment related to my lease agreement. I have been a tenant since04/19/24 and have faced numerous problems that the management has not adequately addressed, leading to significant distress.Persistent ***** Infestation For months, I have endured a severe cockroach infestation. Despite multiple requests, the issue remains unresolved, making the living conditions uninhabitable. Under the North *************************** Agreements Act (N.C. Gen. ***** *****), landlords must maintain habitable living conditions, including pest control.*** Non-Compliance The apartment complex fails to comply with the Americans with Disabilities Act ****** Numerous sidewalks lack accessibility features, making it difficult for wheelchair users like myself to navigate the property safely. This has severely impacted my daily activities and independence. The *** requires that public accommodations, including residential complexes, be accessible to individuals with disabilities. The failure to provide accessible sidewalks violates these requirements and has caused me significant hardship.Illegal Towing of My Vehicle My vehicle, correctly placarded for disability parking, was illegally towed by ********************** from a designated spot within the complex. This unjustified action caused me to lose an entire day of work and endure significant stress, further demonstrating poor management.Unfair Lease Termination Penalty I must relocate out of state and have requested early lease termination. The leasing office insists on a 60-day notice and an additional two months' rent as a penalty, despite the unresolved issues. Given the ***** infestation, lack of *** *********** and illegal towing, I find these penalties unjust and seek mutual termination without penalty.Desired Resolution:Mutual termination of my lease without penalty.

  Business Response

  Date: 09/06/2024

  We utilize a professional pest control company who provides treatment recommendations and carries out treatment plans when issues are reported to **. Per your request, your home was serviced by pest control on 4/24, 5/1, 5/8, 5/15, 5/22, & 6/5. Notes provided by the pest control technician do not indicate there was an infestation of any kind in the home on any of the above listed dates. We were unaware you are continuing to experience a pest issue after service on 6/5, as we have not heard from you. We are happy to have pest control treat your home on the next service date.

  
  Unlimited Recovery did make a mistake by towing your vehicle,and for that we apologize again. The vehicle in question was not registered with Us per section 34.1.4 of your lease agreement until after this incident. I would like to be clear that the oversight by the tow company was due to a lack of community parking sticker on the vehicle and had nothing to do with the display of the handicap placard. We have reinforced our parking policies with the vendor so that this does not occur again. We contacted Unlimited Recovery about your vehicle once brought to our attention, and Unlimited Recovery returned your vehicle to the property the same day at no cost and apologized for their mistake.  This was not the fault of MAA.

  
  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 Before you moved in, you were made aware that the apartment you chose was not classified as an accessible unit. Under the Fair Housing Act, any structural change to the interior of the apartment is considered a modification request, and modifications are made at the residents expense. We did not receive a response once a quote was sent to you from our vendor for the installation of the grab bars. You are welcome to have a contractor of your choice to complete this if you would prefer.

  
  Our termination policy is set forth in the lease agreement.  This policy includes requests for termination due to employment changes as you discussed with our office team. We will be in contact with you directly to discuss your termination request further.

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22202372
  
  I am rejecting this response because:

  
  Dear MAA Team,
  
  Thank you for your response regarding the pest control treatments and accessibility concerns. However, I must reject your answer, as it fails to address the full scope of the issues Ive been dealing with, which have severely impacted my ability to live in the apartment.
  
  While I acknowledge that pest control was sent on the dates you mentioned, the reason I submitted multiple requests, as evidenced by the emails and photos I have shared, is that the pest issue has persisted despite these treatments. This continuous issue, which has not been adequately resolved, has made the apartment uninhabitable, which is a valid reason to break the lease under health and safety concerns.
  
  Regarding accessibility, I accepted the lease initially with the understanding that the unit was not classified as accessible. However, this does not mean that I am obligated to continue living in these conditions indefinitely, especially when they negatively affect my daily life. The lack of ramps and other ADA-compliant features in the complex has made it increasingly difficult for me to navigate the premises, which has further compromised my quality of life.
  
  Despite my request for reasonable accommodation in the form of grab bars, I was quoted an additional fee for modifications that are essential for my safety as a wheelchair user. Asking residents to bear the cost of necessary safety modifications is unacceptable under the Fair Housing Act. Moreover, the parking incident involving my vehicle being towed exacerbated the difficulties Ive been facing, even though I understand this was an error on the part of your vendor.
  
  For all of these reasons, I believe the best and most reasonable solution for both parties is to terminate the lease by mutual agreement, without penalty. This would not only address the persistent pest issue but also my need for an accessible and safe living environment, which the current unit and complex do not provide.
  
  I look forward to your consideration of this matter and hope we can come to an agreement that avoids the need for further legal action.
  
  

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

  Business Response

  Date: 09/14/2024

  Hello,

  MAA has very high standards with regard to management and maintenance of our community and customer service. We want this tenant to be satisfied, with that being said please let us know when we can schedule pest control for you, we do have a service contract for our community and take care of all of our residents pest issues when brought to our attention. Furthermore with regard to to ADA ********** we want to resolve this and have a process internally to ensure that these requests are reviewed and responded to. We ask that you please complete a reasonable modification requests and we will review to see what we can do to address your concerns. 

  Thank You,

  Adam 

  Regional Vice President 

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22202372
  
  I am rejecting this response because:

  Dear ****,
  Thank you for your response. I understand your commitment to maintaining high standards, and I appreciate your willingness to address the pest control and *** issues. However, I must reiterate that despite my efforts to accommodate the situation while living in the apartment, the problems Ive raised were not adequately resolved.
  Regarding the pest issue, I repeatedly reported the cockroach infestation, but the problem persisted, even after multiple treatments. The unhealthy living conditions caused significant stress and negatively impacted both my wifes and my own emotional and physical well-being. Living in these conditions became unmanageable, which is why I requested early termination of the lease.
  Furthermore, the incident in which my vehicle was illegally towed from a designated parking spot for individuals with disabilities despite my placard being properly displayed exacerbated the challenges we faced. The communitys lack of ***  accessibility for wheelchair users, coupled with the unresolved pest issues, made the apartment uninhabitable for us. This series of events caused a great deal of stress and emotional strain in our daily lives.
  I had hoped for a mutual and fair early termination of the lease, where I was willing to pay a 30-day notice. Unfortunately, the local office did not accept this proposal, which I found deeply unfair given the circumstances. I had already vacated the apartment when I submitted my notice, and I explained this to the office. Despite this, I was not provided any contact information for someone above the local office to discuss the matter, which has made this process more difficult.
  Given the situation, I am again requesting mutual early termination of the lease without penalties and for all fees and charges in my name to be removed. I am open to discussing this matter with you or someone who can provide assistance, either via phone or email, to resolve this issue in a fair and timely manner. However, I cannot accept being charged for fees that I believe are unjust under the circumstances we have endured.
  I look forward to hearing from someone who can help resolve this matter.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 09/19/2024

  We have already explained our position regarding the concerns listed in this rejection in our original response and have nothing further to add. We will contact the resident regarding their request.

  Business Response

  Date: 09/19/2024

  We have explained our position regarding the concerns listed in our original response and have nothing further to add. As initially stated, we will reach out to you directly regarding your request.

• Initial Complaint

  Date:07/29/2024

  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.

  Received a renewal offer letter via email on 22Apr. Went into the portal and selected a 12 month renewal on 04May, received an email on 06May thanking me for renewing my lease and stating my lease was renewed until 04Jul2025. On 24Jul received an email from the leasing office that rent "did not post correctly for July" and they were "working to get a renewal offer" to me (my account was up to date). Then received a phone call from the property manager on 25Jul during which she stated that I did not have a lease but they would "be willing" to offer my previous rate, despite that being significantly higher than current rates for the same floorplan. Additionally she refused to offer any sort of adjustment for my apartment being without air conditioning for two weeks of July, stating that "the state does not require it".

  Business Response

  Date: 08/07/2024

  Reference # ********

  
  Dear Resident,

  
  Thank you for giving us the opportunity to look into your situation for you. We do apologize for the confusion. When you selected one of the options online for the term preferred you did not sign off on a lease. Once this was realized we contacted you to get a signature. We contacted you hoping you would still want to stay and understand your concerns of other units being a lower rent. We want to share that every unit offers different layouts, amenities, and views. You have amenities that some other units do not have and those are factored into the price you have. Keeping you at your same rate is the best rate that we can offer for your specific unit.  

  
  I apologize for the repairs needed on your central AC. While it was receiving repairs maintenance provided a portable AC unit to assist in cooling the apartment so you could still occupy the unit. We are committed to fixing any repairs needed on our apartments and do everything we can so residents are not displaced.

  
  Please let us know if you have any questions. You can reach us at ************.

  
  Thank you,

  
  ***********************; 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22057618
  
  I am rejecting this response because:

  It fails to address the actual issue. If this was simply a case of a missing signature, then the offer that was originally sent by management and selected in the online portal should have been honored. However, MAA took three and a half months to realize that a mistake was made and instead of admitting fault and having a reasonable conversation with a long-time resident, they chose to be rigid and inflexible -- at the resident's expense. I am also very interested in learning what amenities this specific unit offers that the one it shares a wall with (which has updated flooring and appliances) does not -- other than repeated instances of termites and a view of the main entrance.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/23/2024

  We have reviewed your concerns and will be reaching out to offer a number of enhancements included in your neighbors homes at no additional cost. At this time, we are still showing a move out date of September 5th however we hope you will reconsider continuing your residency at Preserve with the added complementary options at the previous years rental rate that we have offered. 

• Initial Complaint

  Date:07/25/2024

  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.

  On July 25, 2024, I moved out of MAA Centennial unit 2207 and the manager, ****** did a walk through with me and I took photos of everything and she said there were no damages. I attempted to give her my forwarding address to send my security deposit and she refused to write it down and she refused to give me a signed copy of the move out check list paperwork showing everything in the Apartment was checked for damages and there were no damages. ******* gave me a release to sign when I turned over my keys. I refused to sign it. She told me since I refuse to sign it, I will not get my deposit back and I will be charged penalties for early move out inspite of the emails she sent me July 3, 2024 and July 10, 2024 saying I will not be charge any penalty if I move out on July 25, 2024. ************************* ************ On Wed, Jul 3, 2024, 2:03 PM **************************** <**************************************> wrote:******************, We apologize for sending the Late Letter and posting it to your door. We missed pulling it out of our stack. As has been communicated to you, you have until the 5th of July to make your rent payment with no late fees or penalties. *************************** Property Manager, MAA *************** **************************************************** P: ************

  Business Response

  Date: 07/26/2024

  I set up a move-out appointment with ************************* for 1 PM on July 25. When she arrived to the office,  I mentioned to her that our attorney requested she sign a release form, which would let MAA waive the early termination and insufficient notice fees in exchange for her dropping her fair housing case. ***** decided not to sign the form, and I kindly reminded her that if she chooses to forgo this option, she would be responsible for those fees. I provided her a copy of the release form so that she  could review with her legal team. I shared with her that I could give her until Monday, 7/29 to get the document signed and returned to me before I  processed her final statement.

  We then proceeded to do a walk-through of the unit 2207. During the inspection, I assured her that there were not any damages and that she wouldn't be charged for any minor wear and tear issues. When we retinred to the office ***** provided me with her keys and she wanted to provide her forwarding address. I suggested she email it to me for our record keeping purposes. She asked me for a copy of the move out inspection and, I let her know shed receive a formal move-out inspection document on Monday, 7/29 along with her final move-out statement. ***** then proceeded to share with me that she wanted the documents before she left the office but, I was not able to accomodate her immediate request. 

• Initial Complaint

  Date:07/20/2024

  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 had a lease agreement with the, "MAA ***********," property in *******, **. The address is ******************************* and I lived in apartment 511. The information I provided is their corporate office in *********. I am disputing the final move out statement that the property is forcing me to pay (I have not made a payment yet - I want them to resolve these bogus charges before they send it to collections). I lived at this property from May 2023 until June 2024. There have been multiple managers and several property management companies at this location. I was the first tenant to occupy this unit and ensured it was kept in immaculate condition throughout my lease. Upon moving out, I even had the unit professionally cleaned. Despite this, I am being wrongfully charged $300 for "painting damages" and $900 for "carpet ************************ have photo evidence proving the unit was in a condition consistent with normal wear and tear when I left. In *******, it is illegal to charge tenants for "normal wear and tear." In my lease agreement with the previous management company, which MAA has to follow, there is nowhere stating that they (MAA) are allowed to charge me for these, "damages."I have attempted to resolve this matter amicably through over 10 email communications. Each time, I am met with automated responses directing me to "make a payment to your final statement" without any attempt at dialogue or resolution. This behavior demonstrates a blatant disregard for tenant rights and a lack of accountability from MAA management. Furthermore, no contact information was provided from ***********************, simply a standard MAA email.Additionally, I have documented evidence of numerous issues during my tenancy that were not addressed despite repeated complaints. These include malfunctioning parking garage gates, unsanitary conditions in common areas, inadequate valet trash services, and security concerns, including multiple police visits and incidents of theft within the property.

  Business Response

  Date: 08/02/2024

  Thank you for bringing your concerns to our attention.  Our regional team reviewed the photos of the damages in your apartment and the charges with the new Property Manager.  We found that the photos of the paint indicted there was marks on most of the walls.  The carpet photos show that it is very worn in high traffic areas and stained.  These damages fall above normal wear and tear.  The industry expectation is for carpet to last a minimum of 5 years with proper vacuuming and cleaning of the carpet.  This being said, we prorated the carpet cost to account for the *********************** the apartment.  That along with a discount on the painting, adds up to a 34% discount in charges for the damages.  Our Property Manager spoke with you earlier this week to convey these adjustments and has credited this amount from your account.  

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22018729
  
  I am rejecting this response because reasons below:
  
  As I stated in my phone conversation with ****, I work in construction. The claims of the carpet being worn or damaged have no ground to stand on. This property is barley 2 years old and no contractor in their right mind would ever had suggested that these carpets needed to be replaced. Minimum - these carpets still had life in them for another six years and only needed cleaning. I have good relationships with Trades in the Valley and they will (all) tell you if the carpet:
  
  1. Is buckling  2. Smells of pet urine 3. Looks like a dog chewed through it -- then and only then does it need replaced.
  
  The photos do not reflect any of this.. nor did the MAA team disclose the smell of the carpet as they removed it. The MAA team also did not take pictures of the removed carpet either per ****. I refuse to pay for the unprofessional and illegitimate recommendations made by the Vendors MAA employs or contracts with. This entity responsible for paying these costs is MAA and MAA only.

  Please inform the MAA Central team of this ongoing matter so they don't send my unpaid amount to collections.

  Please have the carpet replacement costs removed and provide me with the updated final move out statement so I may make a payment (if any charge still remains).

   

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

  Business Response

  Date: 08/12/2024

  Thank you for following up on your concerns.  While we appreciate you understand construction, the 5 year life expectancy is a property management standard.  Our photos show the stains and heavy wear patterns on the carpet, that shouldn't be there after only 14 months of wear.  This is above and beyond standard wear and tear.  While we understand another property management company gave you photos of the removed underside of the carpet, we only do that for pet stains that light in color and are hard to capture with a camera.  We've presented you with a discount on the move out charges and offered you with a payment plan.  We now consider this matter closed. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22018729
  
  I am rejecting this response because:

  Your claims for the carpet being outside of, normal wear and tear, do not align with the criteria listed in the ****************** of ******************* the pictures provided, the carpet falls within normal wear and tear according to the ****************** of ******** The costs associated with the removal of said carpet falls solely on management due to negligence in determining the health and integrity of the carpet.

  Thank you for your time. This matter can be closed now.
  

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

• Initial Complaint

  Date:07/19/2024

  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.

  Dear ***/*****,I am writing to express my concern and dissatisfaction with the treatment I have received from the MAA ******************** leasing office, which I believe constitutes unfair business practices and neglect. Specifically, I am deeply troubled by the refusal to allow me to communicate with upper management and the lack of understanding shown toward my financial situation.Due to circumstances beyond my control, I was unable to move out at the end of my lease term as originally planned. Consequently, I had to extend my move-out date, which has created significant financial stress. Given these circumstances, I requested an accommodation to allow for a more manageable month-to-month lease payment. Unfortunately, my request was denied without any effort to understand or address my financial wellbeing.I have always been a responsible tenant, and I find it disheartening that my situation has not been met with the compassion and flexibility one would expect from a reputable leasing office. The lack of accommodation and refusal to escalate my concerns to upper management has exacerbated my financial difficulties and added undue stress to an already challenging situation.I am requesting a reconsideration of my request for accommodation due to the extenuating circumstances that have affected my ability to move out as planned. I believe that allowing for a more manageable lease payment on a month-to-month basis is a fair and reasonable request under these circumstances.Furthermore, I urge you to permit me to communicate with upper management to discuss this matter in more detail. I am confident that a fair and equitable resolution can be reached if my situation is properly understood and considered.Thank you for your attention to this matter. I look forward to your prompt response and a resolution that reflects the understanding fairness that should be the hallmark of MAA.

  Business Response

  Date: 07/19/2024

  Good afternoon,
  Thank you for reaching out and sharing your concerns with us. I want to apologize for any stress and inconvenience you have experienced during this time.
  We understand that unforeseen circumstances can create significant financial and personal challenges, and we sympathize with the difficult situation you are currently facing. As much as we strive to provide flexibility and support to our residents, we must adhere to Fair Housing laws, which require us to maintain consistency in how we apply our lease agreements and treat all residents equally.
  These laws are in place to ensure fairness, and they guide our procedures and policies. This is why we are unable to make exceptions to the terms of the lease agreement, including month-to-month payment arrangements, regardless of individual circumstances.
  I understand this may not be the response you were hoping for, and I genuinely regret any additional stress this has caused you. Please know that this decision is in no way a reflection of your standing as a responsible tenant or the understanding and compassion we have for your situation.
  We are committed to treating all our residents with fairness and respect. While we must abide by these regulations, we are here to assist you in any other ways we can within the framework of our policies. If you have any further questions or need additional support, please do not hesitate to reach out.
  Thank you for your understanding. 

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22013177
  
  I am rejecting this response because: I Have not committed to a month to month despite me having to move my move out date back there is no written commitment to such terns your assistant manager allowed me to push my move out date back because i was not able to move out at end of lease term which is not my fault.
  
  Sincerely,
  
  Marquis Chess

  Business Response

  Date: 07/29/2024

  Thank you for reaching out to us regarding your move-out date and the terms of your lease agreement. We understand your concerns and would like to clarify the situation for you.
  As per our records and previous communications, our Assistant Manager provided you with the option to extend your move-out date, understanding that this extension would result in your lease transitioning to a month-to-month arrangement. This transition does not require a new signature, as per the terms of your lease agreement. Once your lease term expires, it automatically converts to a month-to-month lease.
  We acknowledge that you did not commit to a month-to-month lease in writing. However, extending your move-out date beyond the original lease term necessitates this transition. This policy ensures that all residents are covered by a valid lease agreement while residing on the property.
  We recognize that the extension was due to circumstances beyond your control, and we appreciate your understanding of our policies. The month-to-month arrangement is designed to provide flexibility while maintaining proper documentation and coverage for both parties.
  Please feel free to reach out if you have any further questions or require additional clarification.
  
  Best regards,
  

  MAA ******* Crest Management. 

• Initial Complaint

  Date:07/17/2024

  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.

  March 29th, 2024 I moved into an apartment at MAA Legacy and was asked to sign a document that stated I was to pay pet rent and deposits despite having provided an *** letter for both pets. They said and I quote Once we hear back from our legal team regarding the decision on your service animal, we will then at that point credit back to your resident account any pet fee/rent charges and send you a new lease without the pet fees on the document. If the service animal is denied the pet fees/rent will stay on the account. I signed the document.April 2024 Im still paying pet rent. I follow up on the documents that were to be reviewed by the lawyers and they said Oh we never submitted them, check back in a month.May 2024 Im still paying pet rent. I follow up and receive the same answer.July 2024 I bring the matter up with the property manager and she tells me I was denied due to the documentation not being current. I send a follow up email containing the *** law in its entirety, and explain that no where in the law does it state that *** letters expire. Therefor, my letter is current. So I ask to show me where in my signed document it states I need an updated document. She responds with What I have stated previously is MAAs stance on this subject. We will not be providing anything further. They are now illegally denying me $720 of pet rent and deposits.

  Business Response

  Date: 07/30/2024

  MAA is an equal opportunity housing provider and complies with all federal, state and local fair housing laws and regulations.  Landlord does not discriminate in any way based upon disability or any other classification protected by applicable law.  Under fair housing laws, housing providers are entitled to request reliable and credible verification of the existence of a disability and need for an emotional support animal when this information is not obvious.  You are requesting an accommodation based on a present disability and disability-related need for an emotional support animal, and we are requesting current verification, dated within the last 12 months, that verifies the present existence of a disability and need for an emotional support animal.  A letter from 2019, which predates your request by more than five years, does not reliably verify the present existence of a disability or present need for an emotional support animal.  We invited you to submit other, more current verification for reconsideration of your request but none was provided. 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21983676
  
  I am rejecting this response because:

  MAA is stating they requested an updated form from me and they never received one. Thats a lie. I provided them with an updated letter and they still denied it. They are not abiding by the fair housing laws.

  Attached is the evidence supporting my claims and refuting theirs. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2024

  MAA is an equal opportunity housing provider an complies with all applicable federal, state, and local fair housing laws and regulations.  The documentation submitted, on both occasions, did not meet approval requirements for an assistance animal.  The resident was invited to submit additional documentation for reconsideration of the request.  Documentation that met the approval requirements was not provided during the term of the residency, The resident has moved out, so we consider the matter closed.

• Initial Complaint

  Date:07/17/2024

  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.

  Kirby Station sent a bill to collections for an invoice that I never received which made my credit score go down by 30 points.Upon calling them they said they didnt send anything to the collections agency but the item on my credit report has their name listed for the debt and the exact amount Kirby Station admitted I could have owed. They are denying they did anything for this bill to be on my credit but there is no other way it could be there unless they sold my information or sent it themselves. There is no way that outstanding debt from them would just appear on my credit report. They made no efforts to help seek a resolution and acted like it wasnt a big deal at all.

  Business Response

  Date: 07/22/2024

  Thank you for bringing this to our attention. We are investigating this claim with our collection agency. Our records indicate that you have a zero balance with Kirby Station and your account should not have been sent to collection.  

• Initial Complaint

  Date:07/08/2024

  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 applied for an apartment at MAA properties on ******************* on April 27. 2024. After paying the application fee I decided to go with another apartment. Corresponding with the office team I was told that I will be refunded the amount within 2 weeks. After several attempts of sending emails I called the corporate office. The corporate office took down my information and stated they would send the information to the local office. The local office contacted me and said they were contacting the corporate office. Its been over 2 months and Ive yet to receive my refund for the application fee.

  Business Response

  Date: 07/11/2024

  ******* started the application process on 5/18/2024.  After a day, her and her occupant decided they wanted to cancel the application prior to the application being processed.  On 5/21/2024 she was told the cancellation had been processed and she would receive a check from the corporate office to the address on the application.  On 5/29/2024, ******* reached out to the office to let us know that she hadn't received the check and that she is no longer at the address the initial check would have gone to.  A new check was cut and sent to new address.  On June 28, 2024, we received a customer service request from ******* saying that she still hasn't received the refund.  On 7/2/2024, we issued a stop payment on the last check and the correct amount was adjusted and a new check was issued on 7/8/2024.  The new check is being sent to the leasing office at MAA ******* per *******'s request.

• Initial Complaint

  Date:06/27/2024

  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.

  I moved out of the apartment 1/29/24. They said they will be mailing a check. Today, 6/27/24, I still have not received the deposit $78.84. I have contacted them numerous times. They keep saying they are checking on it. Finally they said they mailed it but it never came.

  Business Response

  Date: 07/10/2024

  Final move out statement completed February 1, 2024.  Resident did not provide forwarding address so refund was mailed to address on file.  Once resident reached out regarding not receiving refund check, stop payment was issued and check was reissued and mailed to address provided.  Have contacted resident to determine if they have received payment yet or if stop payment should again be issued but have not heard back.  

• Initial Complaint

  Date:06/25/2024

  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.

  Discrimination and making false accusations Violation of my tenant housing rights

  Business Response

  Date: 07/08/2024

  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 race, religion, color, ***, national origin, familial status, disability, or any other classification protected by applicable law.  MAA rejected the application for residency consistent with its standard, non-discriminatory policies and procedures. Management subsequently discussed the decision with the complainant and explained the basis for denial. MAA will not be reversing the decision and considers this matter resolved.