Leasing Services
American Campus CommunitiesThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for American Campus Communities's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 159 total complaints in the last 3 years.
- 45 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/30/2024
Type:Billing IssuesStatus: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.
American Campus Communities (ACC), specifically ****************, has submitted a bill to us charging for liability insurance that has been provided to them and they agreed in writing that it is acceptable, documented and approved. They put tickets in to reverse the charges but instead of correcting their error, they chose to lump it together as "July rent" and bill us for their error. Rent has always been paid in full on time. There is no rent due. There has been correspondence with *** monthly since March regarding this issue. They have emailed us and let us know that it would be corrected but unfortunately they chose to not correct the error and attempted to slide the fees in listing them differently thinking we would not notice. Furthermore, they placed charges stating there were damages to the apartment but to date have refused to review our dispute, which we filed with them in a timely manner according to their policy, and have not allowed us to present our video evidence of the condition of the apartment. We requested a meeting in person to discuss the matter and were denied that request. They also have not responded to our request for them to provide photos of their allegations. Due to these facts, along with the time and aggravation caused by *** refusing to discuss this matter, we are requesting that all charges listed on the accounts be immediately reversed to show a zero balance. We have sent an email to *** advising them of this complaint along with a timeline of all the emails associated with these charges. We have copies of all the emails and will gladly forward to you, the BBB, a copy of the email that was sent today advising them of our concerns. I can't upload the video because it is too large. *** has been advised of this and acknowledged that they know this.Initial Complaint
Date:09/30/2024
Type:Billing IssuesStatus: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 or about 9/12/2024, my daughter Jasmine was required to pay a move out fee for her apartment: The Arlie, ************ Unit 1248A Tenant - ******* ********* The fees included:$100 chair replacement (apparently $300 replacement value divided by 3 roomates)$13 for touch up painting of wall marks $11.67 for trash removal $25 debit card transaction fee.I'm taking exception with the $100 chair replacement fee.1) 2 room mates had cats and should have had a separate pet addendum as part of their lease agreement. The expense to replace the scratched chair should be their responsibility.2) My daughter and I signed an individual lease. Jasmine did not select her roommates; they were assigned by the Arlie staff.2) There were actually 4 room mates (at worst case the replacement cost should be divided by 4)Business Response
Date: 10/07/2024
Thank you for taking the
time to communicate your concerns. Your daughter’s account has been reviewed
further by the onsite staff and it was found that the chair in question did not
need a full replacement but rather a repair. The damage to the chair was also
not caused by pet damage which is why it was charged to all residents. Your
daughter will be receiving a refund check for the correction. If you have
further questions or concerns regarding this matter, please email the property
at [email protected].Initial Complaint
Date:09/25/2024
Type:Billing IssuesStatus: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 am writing to file a complaint against U-pointe Kennesaw apartments (a furnished student living) regarding excessive move-out charges. They previously charged me $615 for replacements of a bathroom door and two barstools, but I was able to drop the door charges (now its $495) because I mentioned it was already damaged in my move-in condition form when I first moved in. but now the only charges left is the two bar stools. Before moving out, I received a charge sheet detailing the costs of replacing various items, including the barstools. The charge sheet indicated that the full price for one barstool is $125. However, I was charged $247.50 for half of a barstool (and I have to pay for two half's), as my previous roommate and I were responsible for the common areas. I believe this charge is excessive and does not accurately reflect the actual cost of replacing the damaged barstool. The general manager sent me pictures of the two barstools. While one barstool clearly needed to be replaced due to significant damage, the other barstool only had a tiny tear. Given the age and wear and tear of the furniture, it is reasonable to expect some minor damage, especially a small tear. I do not believe this minor damage warrants a replacement charge of $********* is completely unreasonable for the apartment complex to charge me and my roommate $247.50 for half of a barstool when the charge sheet states that the full price for one barstool is $125. Given that we are responsible for the common areas, we should only have to pay $62.50 for half of the barstool. I believe I am being scammed.I have attempted to resolve this issue with the apartment complex through multiple emails and correspondence, but they have refused to negotiate the charges. I believe I am being treated unfairly and would like to request your assistance in resolving this matter.I have attached photos of the barstools provided by the general manager, charge sheet and relevant emails to support my claims.Business Response
Date: 10/07/2024
After reviewing the account, we agree that there is a discrepancy in the billing amount. Corrections will be made today, and the new balance is $125.00Customer Answer
Date: 10/07/2024
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:09/25/2024
Type:Billing IssuesStatus: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 name is *** **, and I am filing a complaint against Twelve at ********* regarding an unjustified cleaning fee of $85. I lived in unit W615, and my move-out date was August 18, 2024. Before moving out, I conducted a deep cleaning of the apartment, including the bathroom. However, I was later charged $85 for a "BATH FULL CLN," which the management claims was due to mold around the grouting.Based on Washington State law RCW 59.18.280, mold in bathrooms often falls under "ordinary wear and tear," particularly in a rainy city like ******* where high moisture levels can naturally lead to mold development. This should not justify a charge to the tenant, as mold in such environments is typically a result of regular use rather than negligence. Additionally, I requested documentation, including an invoice for this charge, as is required by law under RCW 59.18.280. However, management has stopped responding to my emails, and it has now been more than 30 days since my move-out date. As per RCW 59.18.280, landlords are required to provide a full and specific statement of the basis for retaining any deposit, along with any documentation, within 30 days of the termination of the rental agreement.The failure to provide this documentation within the required time frame, along with the unjustified nature of the charge, leads me to believe the fee is inappropriate. I am seeking the removal of this $85 charge and the assistance of the BBB in resolving this matter, as management is no longer responding to my inquiries.Thank you so much.Business Response
Date: 09/26/2024
We understand this complaint was submitted on behalf of a previous resident that recently vacated due to the end of their lease term. The individual is stating that Twelve is withholding their security deposit in relation to the *** they stated, however, due to leasing specials and incentives, the security deposit fee was waived so there is no deposit on hand. Additionally, Twelve have been responding to disputes as quickly as possible and in the order they are received. The previous leaseholder submitted the dispute on 9/23/24 and was in communication with the ************* throughout the day. Management received the dispute to waive the charges on Tuesday 9/24/204 and approved the waiver on 9/26/2024. We will remain in contact with the individual as we finalize their account.Customer Answer
Date: 09/27/2024
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:09/16/2024
Type:Billing IssuesStatus: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.
Moved out in may and turned my key in May 2024. Around September 13th 2024 I got a bill in the mail from UPointe claiming I owe $400 in damages for a towel bar and a damaged couch in the common area. Despite me turning my key in and losing access to my room in May when everything was perfect. I tried contacting them and they just dismissed any reasoning I tried to give.Business Response
Date: 09/27/2024
Residents are given a Unit Condition Form upon move in to indicate if there are damages upon move in. Any damages not noted on the form are billed back at the end of the lease term. While residents may move out early,according to the lease contract, they are responsible for the condition of the unit until the lease term end. Residents who share a common space are billed back equally for any charges issued at the end of the leaseInitial Complaint
Date:09/16/2024
Type:Billing IssuesStatus: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.
Today 9/14/2024, I was given notice that my Campustown account was charged a $200 fee for unspecified charges regarding a move out from one of their apartments in ****, *****I called their office and was told that they could not provide me with any specific details as to why I was being charged. They could only say that there was a bag left andpaint. Having been a target of another rental companys scam in ****, I made sure to have documentation of my move out. I made sure to have proof that the apartment was empty and Im pristine condition. I also had a witness as I moved out who can attest to these facts.Campustown takes advantage of college students by falsely charging for damages and other fees that are not based in reality. They assume these charges will be paid without question. Or they assume that if questioned, their former renters will not be able to provide proof. They should be criminally charged. There also needs to be a class action lawsuit against them for these unscrupulous and illegal practices.Business Response
Date: 09/16/2024
Property management received a written dispute and a service ticket for review was placed two days ago on 9/14/2024. Due to the weekend, the dispute has not been reviewed by the Resident Account Specialist assigned to the service ticket. To expedite this complaint, I reviewed the charges and photos associated with the move-out damages. The paint fee was assessed due to command strip hooks and adhesive tape left on the walls; however, an incorrect $150 amount posted in error instead of $15. The $50 trash removal fee was due to several items left behind in the unit. Regardless, we will remove both charges to bring your account balance to $0. Please allow 2-3 business days for the credit to post.
Initial Complaint
Date:09/05/2024
Type:Billing IssuesStatus: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.
Date of transaction: AUGUST 14, 2024 have not paid cleaning and damage fees Amount of money owed: $173.02 Nature of dispute: upon arrival the unit was filthy, every vent caked in dust, vents filled with mold, cockroaches everywhere, unit falling apart, appliances from decades ago, shower tubs caving in, lost hot water frequently, washing machine has to run 3 times to dry clothes, unhelpful staff. This property is not just poorly managedit's a health hazard. Upon arrival, we were greeted by roaches, bugs, and black mold in nearly every vent, rendering the unit unsanitary and unsafe. Despite our efforts to bring these issues to management's attention, they only took us seriously after we involved our parents. Even then, the "solution" was a farcethey sprayed ***** over the mold, leaving us with dead black mold falling onto my face in bed. We had to perform our own deep cleaning since the so-called professional cleaning job was laughable.The unit itself was falling apartsevere structural damage and water issues that we practically had to beg them to address. And dont be fooled by claims of a "gated community"; the gate is perpetually broken. To top it off, they had the audacity to charge us $300 for "damages" upon move-out, including an absurd $132 for painting a bed frame, despite us leaving the unit in far better condition than we found it.The fact that this company thinks its okay to charge us that much money when we were living in those conditions. We have multiple work order requests showing the terrible living conditions we were in. The business has not tried to resolve the problem. We have had issues with this apartment complex in the past never taking us seriously. So this is my last resort. The issue does not involve advertising.Business Response
Date: 09/10/2024
*******,
According to your lease agreement, you moved into the complex August of 2022. Looking through the work order records,we only received 1 work order relating to the below-mentioned concerns. That work order was for an issue with the lint trap in the dryer and it was completed within 24 hours of it being opened. No work orders were submitted for your water heater, pest control, tub resurfacing, or duct cleaning.
I apologize if your unit was not up to your standards upon your move-in. However, we do not have any record of these concerns within our property inbox or on your resident portal. All residents are provided with a Unit Condition Form via their Resident Portal upon move-in.The Unit Condition form is critical for communicating any concerns you may have at the time of move-in, so that it can be referred to at the time of move-out.Our records indicate that no Unit Condition Form was completed for your unit.
Regarding damage fees, our records do not indicate you received $300 for damages, nor do they indicate you received a $132 for painting a bed frame charge. We do not show any furniture related charges were issued. All charges were related to cleaning/improper removal of personal items and drywall damage. A total of $138.02 in cleaning/improper removal of personal items & $35 for drywall damage.
Lastly, September 5th was your first and only attempt to discuss these charges, to which we provided you with instructions on how to appropriately dispute any charges you felt were improperly assessed. Upon the submittal of your dispute, you would have received a message back stating, Your dispute has been documented and is currently being researched by a Resident Account Specialist. Please expect an update regarding the status of your dispute within 7-10 business days. As indicated, an Account Specialist has reached out about the dispute.Initial Complaint
Date:09/04/2024
Type:Service or Repair IssuesStatus: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 name is *************************************, and I reside in ********************, ***********. Fl. I am reaching out today to bring to your attention the current situation with our Air Conditioning Unit. We have lived here for over a year, and while the experience has been overwhelmingly positive, our AC has not worked since we moved in. Despite numerous service requests and multiple "fixes" our AC has been unable to provide air to our apartment. Because of this my roommates and I have had to purchase portable AC units in order to live in our apartments. This has also caused our electric bill to be unreasonably high and we have been forced to cover the cost of both of these expenses (Over $1,000 total). Please let this serve as written notice within our Lease Agreement, American Campus clearly states "We will act with reasonable diligence in making necessary repairs and reconnections" and I believe due to the length of the issue and the overall importance of proper AC within 100-degree weather, a reasonable repair would be replacing the current AC unit. Additionally, I believe we should be entitled to some sort of compensation to be remedied for our troubles with our unit.I have previously sent this email to the management staff and have heard no response. The maintenance technician stated we needed a new compressor. I believe financial compensation and a new AC unit would solve this issue.Business Response
Date: 09/10/2024
Dear *********,
Thank you for bringing this matter to our attention. We apologize for the disappointing experience you have had and am eager to ensure a proper resolution. We know that move in can be a stressful time and we strive to ensure a happy and comfortable experience. As of Friday 9/6/24, the ** components leading to the failure have been fully replaced and there should be no additional issues moving forward, however, if and additional issues do arise Stadium Centre will perform a full system replacement to ensure resident satisfaction. In addition to this, we have been in touch with the residents in this unit regarding other specific requests and have come to an amicable resolution. While I am glad that we were able to fully resolve the current issues, if there are any further issues please do not hesitate to reach out to the property and we would be happy to serve you.Initial Complaint
Date:08/23/2024
Type:Billing IssuesStatus: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 for a premium bedroom but was provided with a room the same size as a deluxe, despite being charged for a premium unit. After bringing this discrepancy to the attention of a manager, we compared the units and found a substantial difference. The manager acknowledged that the room I was given was smaller than the model shown, which was indeed larger and intended to represent a premium bedroom. As compensation for the inconvenience, I was offered a $50 gift card but was informed that my rent would not be adjusted to reflect the actual cost of a deluxe unit, which, according to their website, would have been about $10 less per month. Additionally, I was told that to move into a unit with a premium bedroom closer to the advertised size, I would be placed on a high-priority list but would still be required to pay a transfer fee. Alternatively, if I wished to sublet the unit, I would need to pay a $300 fee. It was noted in my account that the bedroom provided is indeed the size of a deluxe.Business Response
Date: 08/28/2024
Hi ********,
While our lease and floorplans do state that square footage is variable per unit, we do understand the discrepancy is frustrating. We will provide an additional $70 gift card to account for the price difference in the deluxe and standard bedrooms. In addition, I've noted in your account that we will waive any relet and/or transfer fees related to this issue if either of those options come to fruition. Please contact the office with any further questions.Customer Answer
Date: 08/29/2024
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:08/19/2024
Type:Service or Repair IssuesStatus: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 lease last school year with The Retreat in **********- all was well and he moved out July 31, 2024. This past spring he was considering living at The Retreat again but his roommates were indecisive causing multiple changes in plans (which is not uncommon for college students). My son started an application in March 2024 and then was able to cancel somehow. He again signed another renewal in April but decided again he would not stay. As the guarantor, I never signed the renewal. He called the local office April 2024 and asked if the guarantor had not signed yet was the application complete. The local representative told him since the guarantor had not signed that the lease would not be complete and would eventually just expire. Based on this information that was given, he signed a lease with another apartment thinking he was not bound to The Retreat. I as the guarantor believed this as well based on the emails I received from The Retreat. I received up to 10 emails stating that the lease still needed a signature for completion up until the last week of July 2024 - here is the example "We're so excited that you've chosen to renew your lease at The Retreat! In order to secure your space, please review and electronically sign the enclosed Renewal Agreement to secure priority placement." Based on this email, I believed what the local representative told my son. I was shocked when we received a bill. As a guarantor, I find it unethical and deceiving to not receive some kind of confirmation that the lease was completed back in April 2024. My complaint is (1) the local office gives inaccurate information and is not held accountable (2) all parties should be provided with clear communication every step of the way. The majority of these tenants' payments are supported by a guarantor and thus should included in all communication. I understand that likely this company will not budge on removing this lease as BBB and Yelp are littered with similar complaints.Business Response
Date: 08/28/2024
During the renewal process The Retreat requires the residents to complete a renewal application online in order to be sent a renewal lease agreement to sign. An application is not binding and can be canceled but signing a legal binding lease agreement is binding and cannot be canceled. ***************** completed an application on March 12, 2024 at 10:29pm.His renewal lease was sent on April 1, 2024 at 3:49pm and was delivered on April 1, 2024 at 4:15pm. ****** signed the renewal lease agreement on April ****** at 4:21pm.
Per the renewal lease agreement it states the following "Resident and Guarantor acknowledge and agree that they have carefully read and understand this amendment and that they acknowledge that this amendment constitutes a binding and enforceable contract between landlord,resident and guarantor so long as signed by either resident or guarantor.In addition, guarantor acknowledges and agrees that the guaranty agreement attached to the lease agreement as an exhibit is in full force and effect and guarantees the lease agreement as modified and amended by this amendment, and guarantor and resident agree to be bound thereby. It is the intention of all parties to this renewal and amendment of lease agreement that the provisions of this renewal and amendment of lease agreement, its terms, and addendums, shall be enforced subject to the fullest extent permissible under applicable law".
Therefore Baylor ***** is upheld to the renewal lease agreement from 8/1/24-7/31/24 and the only way out of this lease would be to go through the relet process.Customer Answer
Date: 08/28/2024
Complaint: 22160826
I am rejecting this response because: I did not receive any response to the question that was posed. I as the guarantor never received a notice that the lease was confirmed. Per my email that I received from The Retreat (I attached a copy), the lease was not confirmed and still required a signature to be taken off the reserve list. Why did I receive this email July 30 that the renewal was still pending? This is an unethical practice.
Regards,
***********************Business Response
Date: 09/03/2024
*************** received a reminder email because we had not at that time received her signature on the renewal lease agreement. However per the lease agreement that ****** signed we only require 1 signature whether that is from the resident or the guarantor for the renewal lease agreement to be binding. Since ****** signed the renewal lease agreement on April 1, 2024 at 4:21pm the lease is binding. The lease was executed by the General Manager on July 25, 2024.
Please see below the section of the lease that states that we only require one signature for the renewal lease to be binding: "Resident and Guarantor acknowledge and agree that they have carefully read and understand this amendment and that they acknowledge that this amendment constitutes a binding and enforceable contract between landlord, resident and guarantor so long as signed by either resident or guarantor. In addition, guarantor acknowledges and agrees that the guaranty agreement attached to the lease agreement as an exhibit is in full force and effect and guarantees the lease agreement as modified and amended by this amendment, and guarantor and resident agree to be bound thereby. It is the intention of all parties to this renewal and amendment of lease agreement that the provisions of this renewal and amendment of lease agreement, its terms, and addendums, shall be enforced subject to the fullest extent permissible under applicable law".Customer Answer
Date: 09/04/2024
Complaint: 22160826
I am rejecting this response because:
I was not asking for you to repeat in both emails what was stated in the lease. The purpose of my complaint was to point out that your company provided incorrect (local representative) and poor communication to the involved parties. What I still don't understand nor do I think is ethical business practice is how the guarantor is notified of updates to the account. In fact there is NO communication to the guarantor. If only one signature is required, then an email should be sent to both parties notifying that the lease is completed and confirmed and no further action is needed when one signature is obtained. If I had received that email on the date my son signed, we would not be in this position. We are a trusting family and were taken advantage of by the poor practices of your business. Additionally your local staff gave out incorrect information and the company takes no accountability for this. The staff reported to my son that the lease was indeed not complete. On the one hand the lease states that only one signature is needed, however you don't believe that the guarantor should receive any type of notice. You are a company that focuses on college student housing. My guess is that the majority of these leases are paid/ supported by parents. My hope is that you will review your practices and update all communication to the student as well as the guarantor.
Regards,
***********************Customer Answer
Date: 09/04/2024
Complaint: 22160826
I am rejecting this response because:
I was not asking for you to repeat in both emails what was stated in the lease. The purpose of my complaint was to point out that your company provided incorrect (local representative) and poor communication to the involved parties. What I still don't understand nor do I think is ethical business practice is how the guarantor is notified of updates to the account. In fact there is NO communication to the guarantor. If only one signature is required, then an email should be sent to both parties notifying that the lease is completed and confirmed and no further action is needed when one signature is obtained. If I had received that email on the date my son signed, we would not be in this position. We are a trusting family and were taken advantage of by the poor practices of your business. Additionally your local staff gave out incorrect information and the company takes no accountability for this. The staff reported to my son that the lease was indeed not complete. On the one hand the lease states that only one signature is needed, however you don't believe that the guarantor should receive any type of notice. You are a company that focuses on college student housing. My guess is that the majority of these leases are paid/ supported by parents. My hope is that you will review your practices and update all communication to the student as well as the guarantor.
Regards,
***********************
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