Complaints

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:05/13/2025

  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.

  Request for an $11.65 payment in arrears after moving out of the property five years ago. No proof provided, just a demand for payment based on some alleged internal policy change. No correspondence to date has been received from date of move-out of this outstanding balance.

  Business Response

  Date: 05/19/2025

  The resident moved out of Academy in July of 2019. The resident received his financial move out statement on August 4th, 2019 (attached). On the financial move out statement, you will see that the resident received a refund of $437. The reason the resident had an amount to be refunded on his account is that the resident submitted a $654 payment on August 2nd, 2019. We are unsure on why the resident submitted an additional payment, as his lease ended 2 days prior. The resident's move out charges were taken from the original $654 payment, which is why $437 was returned. 

  The $11.65 on the resident's account is for an annual $8 admin fee for Simple Bills and $3.65 for electricity usage from 6/22/2019 - 7/24/2019. These charges were added to the resident's account after he had moved out and received his financial move out statement. Since the balance is under $50, we did not send any notices of the balance. Our prior policy was to send out notices if a resident's past due balance was over the $50 threshold. Recently, our corporate office changed the threshold policy to $0.01, which is why the resident just recently received a notice to pay. We sent the resident an email on April 24th, 2025, explaining the update to our policy (see email screenshot attachment & activity log attachment). The black crossed out part on the activity log screenshot is an employee's name. Per our email from April 24th, we explained to the resident that our notices policy had changed and also explained that balances under $200 will not be sent to collections. We did not receive a response from the resident.

  Our office phones / wifi were down last week, which is why we missed a called from the resident's guarantor. A member of our management team responded to the guarantor regarding the change in our policy. Since these notices are automatic, we are unable to stop the notices from being send out. 

   

   

  Customer Answer

  Date: 05/20/2025

  I have included my response to the Collection handover notice sent by the Company, noting our ongoing dispute of the alleged charges.

  Business Response

  Date: 05/21/2025

  Due to a system update/corporate policy change, the resident received this final notice. As we have mentioned, these notices are automated and we cannot stop them from sending.

  The balance has not and will not be sent to collections, but will be written off and remain due in our system since it is technically an unpaid balance. We explained multiple times that the balance was not going to be sent to collections. We completely understand the confusion regarding the notices you received, however, Academy made sure to email the resident and explain the situation after the 1st notice was sent out. 

   

  Thanks

• Initial Complaint

  Date:09/13/2023

  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.

  For the past month, I have tried to contact Academy Lincoln. I moved out of Academy on July 30th, 2023, and have been asking for the invoices regarding the repairs and cleaning I had to pay for. Academy then told me they could not provide the proper documentation to prove that the Sofa cushion was replaced and the cost of the painting and cleaning done. I have attempted to resolve this issue independently, but Academy has stopped responding to my emails.

  Business Response

  Date: 09/18/2023

  ******
  
  We apologize for your frustration. It is not
  our policy nor it is it required for us to provide invoices/receipts for the
  work done following move-out; however, it is important to us that all residents
  have a positive experience working with Academy Lincoln, which is why we shared
  2 of the 3 invoices you requested as well as the fee sheet from the resident handbook.
  To find an explanation of charges, please revisit your Financial Move Out
  statement to see each charge listed on an individual line item as well as
  photos of the work needed in your unit.
  
  Thank you, and appreciate your outreach,
  Academy Lincoln