Complaints

This profile includes complaints for American Campus Communities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Campus Communities

  12700 Hill Country Blvd Ste T-200 Austin, TX 78738-6307

• 

  American Campus Communities

  1001 Uta Blvd Arlington, TX 76013-6937

• 

  UClub on Woodward

  700 N Woodward Ave Tallahassee, FL 32304

• 

  American Campus Communities

  4151 Wellborn Rd Bryan, TX 77801-3882

• 

  American Campus Communities - Casas del Rio

  420 Redondo E Albuquerque, NM 87106-2722

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Campus currently has a rent charge on my account saying that a payment didn't go through. I have checked with my bank to see if there are any issues and they said that nothing shows on their end of a payment not going through. On top of that I have paid mostly with money order a few months before June once I left and have confirmed that those money orders were cashed. I don't know what this company is trying to do but I have proof that I made rent payments all 12 months I have lived here. This is also the second time I have had an issue with this company about rent payments because the last time the book keeper wasn't in and didn't cash my money order until almost a month later. I want my account corrected because at this point I'm going to start complaining to the mayors office and get something done because American Campus cont be trusted ot be honest.

  Business Response

  Date: 07/25/2025

  Hello ******,
  
  After looking into your account, it looks like your July payment successfully went through, however, there was a payment reversal that posted to your account on July 21st coming from a payment that was made on 04/02. Our Resident Account Specialist has been in contact with you regarding this chargeback and has put in an urgent ticket with **** support since you indicated that you did not dispute the transaction and funds did not return to your account. It is our understanding that if **** files a chargeback claim for a resident that Zego is required to return the funds to the resident, however, we do have to wait for **** to respond to the ticket for further information. In the meantime, I would recommend contacting your bank to see if they have record of a refund coming from **** you have not done so already. As soon as we have more information from the Zego ticket, we will be in further contact with you directly. If you can determine that **** has returned the funds to your account, please let us know and then you can proceed with making payment to close out your account with us.
  
  Please feel free to reach out to us with further questions.
  
  Thank you,
  Suites at ****************

  Customer Answer

  Date: 07/25/2025

  Complaint: 23639239
  
  I am rejecting this response because, I want the person to call me again. Ive been getting emails demanding the money. I'm moving out in a few days and once all of this is figured out I cna make payments if needed, but im trying to figure out the confusion. 
  
  Regards,
  
  ****** ********

  Business Response

  Date: 07/30/2025

  Hello ******, 

  We received notice on 07/18 that there was a chargeback notification from **** on behalf of the payment debit card's bank for you, the cardholder. It stated that the charge on the payment credit card was disputed due to 'Fraud - Card Absent Environment'. We processed this chargeback on 07/18 which resulted in the reversal of your payment to us. Funds were taken from our bank account and returned to the credit card's bank. We did reach out to **** and confirmed again that the chargeback went though and funds were returned to the payment card on 07/20. 

  If you used a credit card not in your name to make a payment to your account, I recommend reaching out to that person and inquire why the charge was disputed as fraud. If you are positive that the transaction was completed on a card in your name, **** recommends reaching out to your credit card company for a document stating the original fraud dispute was cancelled or reversed and showing the date that the funds were released back to us. **** can then use that document to contact their processor and ask that they review for funds returned to confirm the reversal was deposited back to us. 

  If you have further questions or wish to discuss any of the information that we provided to you further, please feel free to contact our office at **************. We will continue to keep you updated as we receive additional information. 

  Thank you, 

  Suites at Third Management

  Customer Answer

  Date: 07/31/2025

  Complaint: 23639239
  
  I am rejecting this response because: zip has not confirmed nor given me any type of money back. Im asking for the company to check again or have someone call me.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:07/15/2025

  Type:Order 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.

  The Province is refusing to honor the terms of the lease agreement. Specifically the section dealing with subletting:You may be able to release your rights under this Lease Agreement for the same terms and conditions to another person provided the Manager gives written consent, but our consent is at our sole discretion. Your obligations will be terminated under this Lease Agreement once the Replacement Resident has completed all necessary paperwork, all fees are submitted to Manager, and Manager approves and executes the Lease Agreement for the Replacement Resident." We received 10 notifications all with the same date/time (June 28, 2025 at 1:02p) that our daughter owes $41.67 in move out charges. We understood this to be a glitch in the system due to the number of sudden and consecutive notifications and the fact that she had sublet her room in early June 2024. We have attempted via email (we can provide the thread) to communicate with management (****** ******/cc:****** *****) to explain that per the lease agreement (which we can provide) that once The Province entered enter into a lease agreement with the Replacement Resident our daughter no longer had any obligations under the lease. Additionally, we received a check (again we can provide the check number and date) of the pro-rated June 2024 rent less the sublet fee and any other fees which concluded the process. For some reason, management is not acknowledging or understanding that a sublet took place and that a replacement resident entered into a subsequent lease agreement with The Province thus becoming responsible for all terms and charges under the lease agreement.

  Business Response

  Date: 07/23/2025

  Hi ******, 
  
  Thank you for reaching out and sharing your concerns! I have reviewed your account and identified the reason for the current balance of $41.67; it relates to the shared clean-out fee for the common area of your former apartment.
  
  I understand your frustration, and I want to ensure we address any remaining issues. To dispute the charges, we will need some additional information from you. I attempted to call you; however, I left you a voicemail with my contact information so we can connect and discuss your concerns further.
  
  Please let me know if theres anything specific you would like assistance with. I look forward to hearing from you!

  Best, 

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

  Customer Answer

  Date: 07/23/2025

  Complaint: 23605482
  
  I am rejecting this response because: They are not understanding their own lease language and trying to place a burden upon us that they don't even possess documentation for.
  
  Regards,
  
  **** And ********* *****

  Business Response

  Date: 07/28/2025

  Hi ******,
  
  Thank you for reaching out and sharing your concerns! Upon further internal review, your issue has been resolved. Communication has been sent directly to the email we have on file for next steps.
  
  If you have any other questions or concerns, please do not hesitate to reach out.
  
  Thank you!

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** And ********* *****

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** ******* (accounting and service desk) who is a employee for American Campus Communities continues to hold a incorrect balance attached to my residential account at Uptown **********************. She has maintained that I owe $2700.00 while renting a one bedroom student apartment. I know I do not owe $2700.00 to Uptown apartments because I have paid my rent each month for the past two years. I am requesting **** ******* be investigated for attaching a fraudulent amount of money to my resident account. Because of this fraudulent amount of money the lease I signed on Thursday, June 26, ********************************************************************** place to move forward with investigation against both ****** **** and **** ******* for voiding a lease that is a legal binding document for student off-campus housing. I was instructed to move-out by Thursday, July 31, 2025 but I have no where to live because I signed a renewal lease for 2025 - 2026 school year. I requested to speak to the vice president in executive office at American Campus Communities.

  Business Response

  Date: 07/21/2025

  Hello,

  We are writing in response to the complaint filed by ****** regarding her residential account at Uptown **********************. Throughout the year, we have provided ****** with detailed statements whenever she requested clarification on her account balance, clearly outlining her payment history and any outstanding charges. We firmly maintain that there are no fraudulent charges on her account; the balance reflects unpaid rental installments and other charges, including utilities and late fees.
  In accordance with Texas Tenant Laws, the decision was made to void the renewal lease due to the significant unpaid balance. We understand the distress this situation has caused ******, and we are committed to resolving it in accordance with legal guidelines. 
   Thank you for your attention to this matter.

  
   Sincerely,

  ****** ****

  Customer Answer

  Date: 07/21/2025

  Complaint: 23578920
  
  I am rejecting this response because: I do not owe any utility bills for the renewal lease of 2024 - 2025! I have paid all my utility bills for the lease term of 2024 - 2025 and I have the receipts to prove it. Also, Uptown apartments emailed me another bill for the months of June 2025 - July 2025 for $284.14 due on Thursday, July 31st. I do not know what this bill is for because as of today (Tuesday, July 21, 2025) I only owe Uptown apartments for July's rent ($1669.00). 

  As a resident of Uptown apartments for two years, ****** **** has failed to address my tenant concerns and communicate with me about my current living situation. I have informed Mr. **** that I will need to stay in the apartment for another month (August 2025) because I have not secured another safe place to live.

  I requested ****** call me as soon as possible so we can discuss my situation but he has ignore my emails as well as my telephone calls.          

  Regards,
  
  ****** *********

  Business Response

  Date: 07/30/2025

  Dear ******,
  
  As mentioned before, we have provided you detailed statements and clarification of payment history and charges upon request and our stance remains firm that there are no fraudulent charges. Regarding your most recent utility bill; as outlined in the utility policy of your lease agreement, the final utility bill is estimated and billed prior to move-out. This was explained to you and included in an email on July 22, 2025 sent by ******. We understand that this situation can be frustrating, and we want to assure you that we are handling everything in accordance with Texas tenant laws.
  
  Thank you, 

   

  ****** ****

  Customer Answer

  Date: 07/30/2025

  Complaint: 23578920
  
  I am rejecting this response because: ****** **** has not explained the final charges of $284.14 due on Thursday, July 31st and this so-called final bill is an estimate not my exact usage. I should not be required to pay an additional utility bill of $284.14 for the months of June - July 2025. As of today, I owe $1669.00 for July's rent and I will pay $181.85 for utilities for the month of August 2025.

  Uptown Apartments claim that I have a balance over $3800.00 dollars and this amount is not true. And because of these fraudulent charges I am not able to renew my lease for 2025 - 2026 nor receive a month to month lease after Thursday, July 31st until I can secure another place to live. I am being threatened to move out of my apartment no later than 12:00 noon on July 31, 2025 or ****** **** (General Manager) will file for eviction. 

  I feel that Uptown Apartments and American Campus Communities should continue to be investigated for fraudulent charges attached to my resident account. Also, Uptown ******************** are suppose to market to college students but they continue to charge extremely high rental rates that are difficult for students to pay. I call this price gouging and it effects students because we also need a safe place to live.

  I want ****** **** to know that I will remain in my apartment until I find another safe place to live. I have requested a month to month lease but he said no. If he files for eviction I will exercise my Texas Tenant Rights. 

  Regards,

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

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed as a guarantor for my daughter who will be second year in UCI for *********** 2 Lease number ********. *** required rising 2nd year students to apply to the *** apartments to guarantee a spot, which was determined with certain application due dates. The process to apply to any of the *** apartments in *** was completed by the end of March. On the other hand, the residential halls/dorm housing application was sent to my daughter several weeks later and is not a guaranteed application. We applied for both, to guarantee a spot to live for my daughter since we do not live a commutable distance, putting us at a severe disadvantage. We received the dorm contract by mid-May long after signing the lease with *** and PV2. Immediately after receiving a response from UCI dorm housing, we have been attempting to relet the apartment that we signed the lease for, but we have only been given a hard time and very little responses the past several months through their only way of communication of an email *************************************************************** When we ask if we can find a replacement for the apartment relet, we were informed that we are not allowed in any way to search for someone to take our lease. However, we see in many responses below that some are being told they can find someone to relet to and that *** can assist in the process something completely opposite to the response we received. We are liable to pay for both the rent and the dorm housing at this point, which is taking advantage of the students weakness in living a distance far away from campus, that is not a commutable track. In addition to harming many that are financially vulnerable and are unable to pay such a great deal of money with all marketing deceiving practices. I am requesting that we receive answers to our emails and concerns. Additionally, that we pay the relet fee and terminate the lease immediately.

  Business Response

  Date: 07/16/2025

  Dear ****,
  
  Thank you for reaching out to us regarding ******* lease agreement. We appreciate your patience as we work through this matter.  Our team has been continuing to find a relet for your daughter.  We are happy to report we believe we have finally secured a relet and our team will be reaching out to ***** shortly as a follow-up if they have not done so already.
  
  To provide additional context on the process: We understand that lease agreements can be complex and that circumstances can change unexpectedly. We empathize with the frustration you and ***** have experienced, especially given the timing of the *** housing application that was offered to you and the challenges of living far from campus. ***** first contacted our office on June 8, 2025, to request a lease cancellation. We want to assure you that we take these requests seriously and strive to support our residents as best we can within what were able to do.
  
  As outlined in the lease agreement, residents are responsible and agree to all terms mentioned,including any associated fees. We informed ***** about the cancellation policy and the potential $400 early termination fee, as well as the need to find a replacement resident (relet) prior to being release from her lease agreement. We appreciate her cooperation in confirming her understanding of this process on June *******. During the normal academic year, leaseholders who wish to relet their space are responsible for identifying a qualified *** student to relet their space.  However, during the summer prior to the move-in date of our September leases, any leaseholder who wishes to relet their space must go through our office so that a relet can be identified and secured from our existing waitlist.  This framework has been established with the university in order to maintain the integrity of the housing waitlist due to the demand of on-campus housing. Allowing leaseholders to find their own relets during this period of the lease cycle would cause larger systematic issues for those currently on the waitlist.
  
  Since the time ***** informed our office of her desire to find a relet , our team has been actively working to find a suitable replacement for Sarahs lease. We are continuing to reach out to individuals who expressed interest on their housing application for her floor plan and lease type. In this case, it took multiple attempts to find a relet that ultimately signed lease agreement that allowed us to proceed with your daughters request to terminate her lease agreement.
  
  We also understand that ***** has signed a lease with one of the housing communities managed by ***********. We empathize with the challenges this may present and want to clarify that the lease-up process for the housing communities managed by *** Housing and the lease-up process for the housing communities managed by American Campus Communities (ACC) operate somewhat independently from one another outside of the initial housing application timelines. We typically advise students to refrain from signing any other lease agreements once they secure a lease with either *** Housing, *** or off-campus.
  
  I hope this provides you with additional context of the process and why it may have taken longer than you would have hoped.  We are glad we were able to resolve this case accordingly.
  
  Thank you for your understanding and patience. If you have any further questions or concerns,please dont hesitate to reach out.
  
  Warm regards,
  
  ********* ********
  DIRECTOR OF PROPERTY MANAGEMENT
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My niece signed a lease with them and after that she learned that she would sharing her bedroom with a stranger. My niece told them that she does not want to move in anymore and they said that they put her on a relet list. They said that the list would let them know that she does not want to move in anymore. They also said they this list does not mean that they will be trying to find someone to move in and take over the lease. They said that is her responsibility. So the last couple of months my niece said that she has been desperately asking around with no luck trying to get someone to take over the lease. I have tried helping her by placing ads on ********* and ******** marketplace. They should have made it perfectly crystal clear by telling her it would be four people in a two bedroom apartment for $800 a month. This is ridiculous. Now August 1st is almost here and that is her move in date and she hasnt found anyone to take over the lease. I have tried finding real estate lawyers but they never call me back. Even if there is a fee we want the lease terminated without being responsible for 12 months of rent.

  Business Response

  Date: 07/08/2025

  Hello ********,

  Thanks for reaching out.  We would be happy to assist your niece.  However, we would need to know your nieces name and the name of the property where she signed a lease. We can discuss the lease and her situation with her directly or her Guarantor on the lease.

  If you could provide this information, we will reach out to them. 

  Thank you. 

  Customer Service

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented an apartment from ********* at ********** in ******, *****. Student attends college and college ended for semester in May. Student came home. However, the apartment stated that we still must pay for June and July. We made the request to pay for June and July in August - when school/student returns. The apartment manager denied the request and send an eviction notice on June 17, 2025. We are filing a complaint against ********* at ********** in ******, ***** and its current management for violating the lease agreement that was signed at the beginning of the school year. Students carefully consider City Part at **********. This apartment complex does not work with students.

  Business Response

  Date: 07/01/2025

  We appreciate your feedback regarding the situation with the lease at ********* at **********. We have taken the following actions to address the concerns raised:
  We spoke with Jaedon and his father, ****** ********, to explain the payment plan process and the reasons we cannot offer a three-month payment plan. During our discussions, we believe we reached a mutual agreement regarding payment for June and July.
  It is important to clarify that while Jaedon moved out after the semester, the lease remains valid for those months, which is standard practice. We strive to work with our tenants and appreciate their understanding in these matters.
  
  Thank you for your attention.
  
  Sincerely,
  

  City Parc at *********************

  
  

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Severe and repeated false fire alarm incidents occurred at my apartment at ********* (*********************************************************) throughout the year, causing serious sleep interruption and rendering the unit uninhabitable. A extreme case: On May 2627, 2025, a severe and repeated false fire alarm issue occurred at my apartment. The alarm went off seven times within 24 hours, including multiple incidents between 11 AM and 5 AM. The most severe incident lasted for at least 45 minutes in the early morning, severely disturbing sleep and impacting my health. I called the after-hours emergency number multiple times and was told by staff that they were aware of the issue but "can not do anything" The fire department also indicated that the alarm system was under managements control.Despite the urgency, no resolution was provided by management during the incident. Moreover, I submitted a formal written complaint via email on May 27, and I did not receive any response for more than two weeks. Under Georgia landlord-tenant law (O.C.G.A. 44-7-13), landlords have an implied duty to keep the premises in repair and maintain conditions fit for habitation, including reasonable quiet enjoyment. This prolonged fire alarm malfunction and the failure to resolve or even acknowledge it in a timely manner made the unit uninhabitable and forced me to vacate prematurely.This is not a case of personal preference or minor discomfort it is a failure of property management to ensure basic livability and timely response to a known safety issue.

  Business Response

  Date: 06/23/2025

  Thank you for sharing your concerns. On May 2627, 2025, the fire alarms were unfortunately triggered multiple times due to an issue that was identified and resolved the following day. We promptly contacted all residents to provide updates on the situation and offer a formal apology. We understand how disruptive this was and sincerely apologize for the inconvenience. Ensuring the safety and well-being of our residents is our top priority, and we have engaged the appropriate teams to help prevent future disruptions.

• Initial Complaint

  Date:06/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son signed a student lease in *****, ******* for the above referenced business many months ago which required a guarantor. After reading the reviews for the apartment complex as noted below, I refused to sign the guarantee. 2.2 rating out of 5 for 202 reviews was all I needed to see not to execute the guarantee for this lease obligation, as noted from many of the comments.************************************************************************************************** I called to see how to terminate the application, they told me that I had to pay a relet fee of approximately $400. I am uncertain what I am reletting since there was no specific unit in the the guarantee agreement. This was not disclosed on their website and it seems like a money grab for the company.Also, looking at the website that my son reviewed, it was very clear that a guarantor is required since he is a student with no income; please see weblink and below. ********************************************************************************************************************* Guarantor Can I be my own guarantor?A resident can act as their own guarantor if they can show documentation as outlined in the lease agreement that they have income greater than three times the rental installment.What paperwork is required with a guarantor?The guarantor will need to sign the guaranty agreement. If the resident is not of legal age to execute a contract, the guarantor will be required to sign both the lease and guaranty agreement.When is a guarantor required?All residents require a guarantor to complete the guaranty agreement.Resolution requested: I would like to terminate the lease agreement and not pay a relet fee since there is not a specific unit and there appears to be no contract with a guarantor per their website. This additional cost should be specified in the FAQ's so potential lessees are aware of the additional fee that would incurred in the event a guarantor is not secured. Thank you.

  Business Response

  Date: 06/09/2025

  Hi ******,
  
  Thank you for your email regarding the lease agreement for *************************************! I understand your concerns about the guarantor requirement and the associated relet fee.
  
  We are unable to terminate the lease agreement without the relet fee being paid, as outlined on pages 4-5 of the lease in Section 2. Our leases do not have a buy-out clause or cancellation fee. The lease rights can be transferred to another person and with this transfer of the agreement, the relet charge of $350 is required. 

  **** did sign the lease, and it remains valid, as the lease itself is legally binding. The process requires that the leaseholder find a replacement to take over the agreement, and we have prioritized this request and identified a prospect who is able to assume the lease to help expedite this process for you all.
  
  Thank you for your understanding, and please let us know how you would like to proceed.
  
  Best,

  Summer ******

  Director of Property Management

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter leased property at ************************ 8/2023-7/31/24 and I was a co signer. Upon move the bathroom was filthy (cracked tub, mold all over the tub, cracks in flooring, black mold on ceiling and vents) and broken amenities. All of which I had to pay for cleaning and also filed reports through maintenance. Numerous ant and spider infestations in the bathroom and bedroom told we had to wait a week until regular exterminator visit. I had to pay my own exterminator as my premises uninhabitable like this. I also reported again the mold water stains on ceiling, cracked tub and flooring where ants seem to be entering. After my exterminator they sent theirs and said they would fix the crack floor molding and tub but did not. Also said water stains not mold and just painted over it. After they sprayed a different ant returned, fire ants that can bite and cause serious allergic and immune responses. They refused to fix the issue at source. Next the toilet handle wasnt working 5 different maintenance calls. Loss use of toilet repeatedly. Went entire evening with a non working toilet she had to keep using with no ability flush. Told me that was not emergency maintenance. I have numerous communication with management want refund for exterminator, cleaning, and loss of use of premises and they ignored. Months after lease ended they sent false charges for broken amenity and cleaning for $145. I have sent email certified letter and left messages indicating I am owed over 1k for charges loss of use. They have ignored all contact and sent the bill to collection agency who report my credit. I disputed notified collection they report its correct. I want **** credited and removed my and my daughter credit report or I will have to file for counter claim and dispute charges.

  Business Response

  Date: 05/27/2025

  Dear ******** and ******,

  
  Thank you for bringing your concerns to our attention. We genuinely appreciate your feedback.
  We are sorry to hear about your experience during your stay with us. Please know that we take your concerns seriously and will use this information to improve our services moving forward. We appreciate connecting with you and are glad we were able to reach an amicable solution.

  
  If you have any further questions or concerns, feel free to reach out to us directly!

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former resident of Unit 1C5 at *********************************, and I moved out at the end of July 2024. At the time of my move-out, I followed all the instructions provided by the leasing office. This included removing all personal belongings, thoroughly cleaning the apartment, and returning both the apartment and mailbox keys, as well as the parking permit, to the leasing office on the day of my departure.However, beginning in September 2024, I started receiving emails stating that I owe a $50 charge for allegedly failing to return the keys. I submitted a dispute email as directed in the billing notice, but I have not received any response. Despite this, I have continued to receive monthly balance reminders. I have followed up multiple times via both email and phone, at least four attempts in total, yet I have received no replies or resolution.I request that this erroneous charge be removed from my account and that any further communications regarding this issue be discontinued. This situation has caused unnecessary inconvenience and frustration, and I would appreciate prompt action to resolve it.

  Business Response

  Date: 05/30/2025

  Good Afternoon,

  Upon review of the matter and emailed correspondence with the resident, we are pleased to report that the apartment complex and the resident have come to a mutual agreement that satisfies the residents request.
  
  We consider the matter resolved and appreciate the opportunity to address the concern.