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:07/14/2025

  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 have OVERPAID rent on this property since I moved in November of 2024. This property was sold to American from another company. American never did any kind of inspection, assessment or anything when it was purchased. It was evident by the lack of upkeep, maintenance, and problems that I have seen since I have been a tenant. There were broken blinds, stains on carpet, broken outlets, broken toilet, no shower rod in bathroom, and more upon moving in. Pics and videos were taken, but of course this was never addressed. I am seeking back rent on all months i stayed due to company failing to provide habitable housing. I have gone all winter with a broken furnace that wasn't fixed until July of 2025! So that faulty furnace caused an outrageous gas bill. The company keeps switching the bill in their name. If they're going to do that, then I'm not going to pay on it. If I can't see the charges and make payments on my own, then I'm not going to be responsible for it. It's their fault that the bill is the amount it is! I sent multiple emails to them in regard to this furnace, and they ignored it. They sent out a HVAC tech and the tech informed them that it was broken, and they failed to correct the problem. In April 24, I seen a **** mouse in this house! I dont do rodents. I immediately notified them of it. They never did do anything about it. I had to get terminix service, which I am requesting refund on that. I have caught multiple mice since April. I have sent pics and videos of this to American. I have also had a clogged toilet/backed up drain that they have failed to finish repairs on. The repairs that were completed, they charged me two separate maintenance fees for them, saying that I was the cause of it! I know better to clog a toilet. I don't want the havoc of dealing with it plus the cost of fixing it. I told them that this came from the tenant before me

  Business Response

  Date: 07/16/2025

  Hello! 

  Thank you for reaching out. I want to take a moment to address your concerns and provide clarification on several points.
  
  First, if youre requesting a rent concession for the time the furnace was not operational, youll need to submit a concession request through the designated link. This will allow the issue to be properly reviewed and documented. You may also use that same link to dispute any maintenance charges you believe were applied in error.
  
  Water, sewer, trash, and gas are required to remain in the landlords name, per utility policy. All bills are made available to you through the Conservice portal, where you can view charges and manage your utility payments. If any of the bills appear unusually high, you are welcome to contact the utility provider directly to request a billing review or adjustment.
  
  Regarding pest control: regular pest control is the tenants responsibility, as outlined in your lease. While I understand the frustration, reimbursement for outside pest services (such as Terminix) is not something the landlord covers.
  
  The toilet clog was caused by a large accumulation of wipes or paper towels, which was confirmed by maintenance. Since this occurred many months into your tenancy, it is considered a tenant-responsible issue.
  
  The additional charge you received was due to a missed maintenance appointment, where no one was home at the scheduled time. This is outlined in the service terms, as missed appointments still result in trip charges.

  You may utilize this link to request a credit and/or dispute any maintenance charges.

  Thank you,

  American Ave

• Initial Complaint

  Date:07/12/2025

  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.

  I saw a post on Zillow from American Avenue Property Management and decided to fill out an application. During the application process, everything seemed pretty smooth. There was definitely more communication then, compared to the complete lack of after I signed my lease. I was approved for the property on 6/4/2025. I immediately started getting everything set up that they emailed to me. I paid $515 on 6/4/2025 directly to American Avenue for a holding fee. Then I applied for the Obligo security deposit free program. that American Ave uses for their tenants. I was also approved for that. Once I was approved for the Obligo Security Deposit Free Program, I then submitted a payment through Obligo as instructed by American Avenue via email to pay the remaining balance for my 1st month's rent (the remaining balance was $596.58 and it was paid in full 6/4/2025). and my lease was signed for me to move in 7/7/2025. Fast forward to move in date (7/7/2025) I received an email to complete signing up for my resident portal account. When I log in I am completely dumbfounded. Its showing I owe $615+ dollars and that only $500 in payments were applied to my first months rent and fees. In total, I paid $1,111.58 toward my first months rent (IT WAS PRORATED DUE TO MOVING IN ON 7/7/2025) and applicable fees In total, I paid $1,111.58 toward my first months rent and applicable fees.. There is ****** that I paid up front not being accredited to my account. I have emailed them several times for almost a week regarding the discrepancy on the account. I even included screenshots of the receipts, confirmation numbers, screenshots of email receipts and even my bank statement, showing the charges that I have paid and they haven't updated it! Then today I get multiple emails regarding rental assistance and that I need to pay my balance that is past due!!! WHAT BALENCE IS THAT!!!? I do not owe them a dime!!!!! AND STILL NO ONE WILL CALL ME!!!! THIS MATTER NEEDS TO BE RESOLVED ASAP!!!!

  Business Response

  Date: 07/16/2025

  Hello! 

  Thank you so much for reaching out! After reviewing the cases I can see that this has been resolved. It appears the issue was with ******'s delayed payment to your account. I see that your account is now -$45.

  Thank you,

  American Ave

• Initial Complaint

  Date:06/18/2025

  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 have been a renter from this company for 6 years now (they have changed their name several times because of issues like this). They have no phone number where you can speak to someone, you have to communicate through email and you just get ignored if it is an issue they do not want to handle. They raised our rent insanely high and they are refusing to fix our A/C, we have old broken wooden windows that they will not fix as well. I have a child with a heart condition at this home and she cannot take the heat, they know and do not care. They have wiped out all my savings because I have to pay over 900 dollars in electric costs because of these issues, they managed to put a clause in my lease to make them not responsible for the huge electric costs. I have done everything and cannot get any help they just ignore me.

  Business Response

  Date: 07/09/2025

  Hello! 

  Thank you so much for your insight on the issue. I am sorry to hear you are experiencing issues with high electric bills. In order to maintain compliance with Fair Housing regulations, all tenants must be treated equally and consistently regarding financial obligations, including utility payments. This means we are not permitted to make exceptions or adjustments for individual tenants, as doing so could constitute a violation of Fair Housing laws. However, you are more than welcome to request a credit for the time of issue with your AC. You can do that at the following link. Once a decision has been made, you will be notified of the outcome.
  
  Concession Request Form: **************************************************************************************************************

  Thank you,

  American Ave

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 issues go as far back as when me and my fiance moved in. Within the first week the roof leaked into the living room light and damaged the roof of the living room which we promptly reported. An inspector came out, took photos, and we were told someone would look at the roof. A contractor eventually came out and told us there was a hole in the caulking and that he had to wait for American Avenue (shortened to AA) for a work order. We never heard from ** or the contractor again on this issue. Every time it rains the roof leaks and we have reported it 3+ times with video. The basement also leaks when it rains with rainwater coming in. That issue was reported, AA sent someone to paint over the holes in the foundation that were present before move in, and they continue to leak today after more reports. The ** has stopped working with temperatures in the house reaching 85 degrees and two tickets were put in. No response or action from AA. I was locked out of the house due to a malfunctioning lock and when maintenance looked at it, they concluded that I had somehow broken down the lock and loosened screws inside the internals and charged me over $300. I did not change anything in the lock or touch any screws. Finally, my biggest complaint and likely a violation of the law on **'s part, they closed out their account with the water company in March, did not give us any warning, and now our water is shut off. Upon contacting the water company, there are charges dating back to October of 2024 despite AA charging us for the water bill until May 2025. We are now being charged for **'s outstanding balance and fees in order for our water to be turned on and my fiance is in fear that another utility will be turned off with no warning and we'll have to pay those charges as well. When we asked about what utilities we should have in our name we were told electricity only, no mention of water.

  Customer Answer

  Date: 07/08/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by American Avenue Property Management regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:06/10/2025

  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.

  I am writing to formally express my serious concern and frustration regarding a recent incident in which I was locked out of my residence and informed by your maintenance team that we cant help you. I was further told I would not regain access until the following day. This response was both dismissive and unprofessional, and it placed me in an unsafe and unacceptable situation as a paying ********* make matters worse, it became clear that your staff was unable to access or provide the code to the lockbox on the front porchdemonstrating a lack of preparedness and internal coordination that reflects poorly on your management ************* a tenant in the state of **************, I am entitled to full access to my rental unit at all times. Denying me access constitutes a serious breach of my rights under the South Carolina Residential Landlord and Tenant Act, specifically:SC Code *********: I am entitled to "peaceable and quiet enjoyment" and possession of the ************************* Code *********: Landlords must maintain all systems necessary for safe and functional occupancyincluding access ************* Code *********: Unlawful exclusion of a tenant may entitle the tenant to recover possession or terminate the rental agreement, in addition to recovering damages or legal fees.This experience has not only disrupted my ability to safely occupy my home but also raised serious questions about your teams competency and adherence to state law. I will be filing a police report for documentation, as well as submitting a formal complaint to the ********************************************* and the Better Business Bureau.Additionally, I expect a call from a manager immediately to discuss how this situation will be resolved and what steps you will take to ensure it never happens again.If this matter is not addressed promptly and professionally, I will pursue every available legal and regulatory avenue to ensure accountability.Sincerely,***** *******

  Business Response

  Date: 07/03/2025

  Hi,

  I am showing this has been resolved. Below are the responses we have provided via email last month:

  ---------------------

  "6/11/2025: Hi,
  
  Thank you for your message! I wanted to let you know that Ive left you a voicemail and wanted to follow up here in writing as well.
  
  To clarify, ******** Kibera is part of the ownership group (SFR3 LLC), while American Avenue is the property management company responsible for handling matters related to tenancy. I serve as the Account Manager overseeing all support services for American Avenue, and I am happy to assist directly with your concerns :)
  
  Upon reviewing the maintenance communications related to your home, I can confirm that our team acted within our policy yet I do agree that they should have relayed it in a more customer-forward tone towards the conclusion. I will follow up with the maintenance support agent you spoke with to relay this, as well. I absolutely understand that during stressful situations, our standard processes may not always feel like the best fit in the moment. We welcome and encourage feedback through our work order surveys (sent upon closure of a work order) and case satisfaction surveys (sent upon closure of an email thread in our system). As a newer company, American Avenue is continuously working to improve the resident experience, and your input is important to that evolution.
  
  To address your concern regarding key access: due to a high volume of lost key incidents, American Avenue homes are all equipped with electronic locks to help reduce these occurrences. While we strive to ensure these function reliably, on occasion they may require maintenance, similarly to the other systems within your home. We will know more once the technician visits your home. In your case, our team did advise that you could hire a locksmith to access the back door, which is within current policy, and that the soonest available technician would be dispatched to assist. Our technician's do handle all emergency work orders within 24 hours, or sooner depending on the day and time. 
  
  Upon my review and searching for room for improvement, I found that one oversight was not providing you with our Temporary Housing *** sooner. This *** document outlines available options for temporary housing in any event a resident is displaced from their home overnight. While I know it did not happen in this instance, provided the messages show a 30 minute window of time which you were unable to access following our initial contact, I think it is important for our residents to have the information so they know what to do if that 30 minute lockout were to have been longer. I know for me personally as a renter, having a plan of action for the worst case scenario greatly reduces my stress when emergency incidents occur. I do imagine that the *** would have likely been provided after verifying that you could not find a locksmith to assist that evening, but we agree that having this information up front can help residents make more informed decisions. We will absolutely be reviewing this with our team to make adjustments for moving forward.
  
  Please know that your experience matters to us, and we take your concerns seriously. We understand your frustrations and we remain committed to supporting our residents and are happy to continue working with you directly to resolve any outstanding issues.
  
  Warm regards,
  *******
  American Ave Management"

  ---------------------------

  "6/11/2025: **** *** *********** ************ ************* ****** ** *** ************ ****** ********** *********
  Thank you again for taking the time to share your concerns. I aim to provide transparency on all policies and answer any concerns you may have as our policies are not something we hide behind - I believe providing our policies to our residents can help in our tenants understanding how we manage. 
  
  To clarify your question regarding ownership involvement, SFR3 LLC (including ******** and others) are aware of all escalations involving American Avenue-managed homes which come through the SFR3 LLC channels. They are aware as they are who send the escalations to us directly for resolution. So rest assured, your concerns are not only heard, but shared with the ownership group.
  
  As for the maintenance messaging, I want to explain the intent behind our teams note about avoiding multiple work orders. This wasnt meant to dismiss your concerns, but rather to avoid unintended issues. Our system has automations that identify and close duplicate requests, which can interfere with proper dispatching if residents submit several work orders within a short period. The message was meant to shed light on and avoid a potential issue in response to your initial messages including that you intended to continue putting requests in until this was handled. Submitting several tickets can actually delay service or result in all of them being closed in error - something we want to avoid as once closed it cannot be undone and a new work order would be needed. Our goal in mentioning this was to ensure your issue received uninterrupted attention, not to discourage you from reaching out.
  
  That said, I fully agree that the way this was communicated could have been more clearly and compassionately worded. Ive already spoken with the team to ensure were more mindful of tone moving forward.
  
  I also want to clarify the part of the exchange where the team referenced hiring a locksmith. That suggestion was in direct response to your earlier message, where you mentioned your intent to hire a locksmith. Our team was affirming this option but clarifying that if you did so, it would be at your expense. The intent was not to deflect, but rather to offer you more options in the meantime for the quickest path to getting you back inside.
  
  Regarding the lockbox issue, these lockboxes are not actively used unless we list a home for sale. We can absolutely remove this if you would like, as it is not intended for resident use. I also acknowledge that the Temporary Housing *** should have been shared earlier in the process aforementioned. This is a resource we provide in rare cases of displacement, and while its often sent based on the situations progression, I agree that sharing it sooner could have been helpful. Well work to improve that going forward.
  
  Please know we are documenting everything related to your experience, and your feedback is already being reviewed as part of our ongoing efforts to improve. We deeply value every residents experience, and your input is an important part of helping us get better.
  
  If theres anything more I can do to assist you, Im happy to help!
  
  Warm regards,
  *******
  ******** ****

  --------------------------------

  "6/13/2025: Hi,
  
  I wanted to follow up regarding your recent maintenance concern. Based on the text message you provided to our maintenance team, it was our understanding you were able to gain access to the home. If that is not the case and you are still experiencing issues with entry, please let us know right away as we need to be notified through the maintenance portal if any changes occur to your current status of access.
  
  Since we were notified that you were able to enter the home, your work order was updated from an emergency to high priority. We assess and prioritize work orders based on urgency to ensure resources are dispatched appropriately. If you are currently unable to enter the home, please notify us or maintenance as soon as possible so we can escalate the issue back to an emergency level and expedite the response.
  
  You are scheduled to receive new keys during the upcoming maintenance appointment, which is specifically intended to address the back door key issue.
  
  As the reported lockout lasted approximately 30 minutes to one hour and access was ultimately regained, we are not able to offer a concession for that period of time. 
  
  Please note that I am the manager, as referenced in my prior email, and Im happy to assist with any specific concerns. If there is something in particular you would like me to review or consider, feel free to let me know. At this time, we have not received any specific request aside from the requested keys, and we want to ensure we understand your needs in order to provide appropriate support.
  
  I am committed to providing you all requested information and assist with any matter of Support. Clear communication is key so we can make sure both parties are aligned moving forward.
  
  Best regards,
  *******
  American Ave"

  If you have any additional concerns or questions, please do let us know!

  Best wishes,

  American Ave

• Initial Complaint

  Date:06/03/2025

  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.

  Transaction date: 5/30/2025, $515.25 I applied for a house, gave them the move in dates. Paid them $515.25 to hold the house while we go through the lease. They changed the move in dates, wont answer the phone call, wont answer text, and will not answer an email. I am completely in the dark with American Ave.

  Business Response

  Date: 06/16/2025

  Hello!

  Thank you for reaching out. Were sorry for any confusion or frustration youve experienced.

  Our records show that your move-in was canceled, and that you were able to speak with a member of our team by phone regarding the situation. If you still have any questions or need further assistance, please dont hesitate to contact our leasing department directly at ******************************************************************

  Were happy to help and want to make sure you have the support you need.

  Thank you,

  American Ave

• Initial Complaint

  Date:06/03/2025

  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.

  I am writing to formally raise a complaint regarding a serious issue that has yet to be resolved and has caused ongoing financial and logistical difficulties.I renewed my lease with American Avenue in January 2025, prior to its expiration in February. However, in that same month, a representative from your companyidentified by both ************* and ******************** as Nadiacontacted these utility providers and disconnected or transferred my electric and water services without my knowledge or ********** no point did I request or authorize this change. I never moved out, nor did I intend for utilities to be placed under American Avenues name. This action was not only unauthorized but also in direct violation of my rights as the account holder.After noticing irregularities in my billing, I reached out to American Avenue several times. I was repeatedly referred to Conservice, your third-party utility billing provider. Upon contacting them, they confirmed what had occurred and advised me to follow up directly with your office, as the switch was not initiated by me but by a member of your staff.When I did so, my concerns were dismissed, and I was simply told to refer to the utility policy in my lease agreement. I am fully aware of the lease terms, but in this instance, the error was entirely caused by American Avenue. I reiterated this in my communications, stating clearly that utility services should never have been removed from my name. Both utility providers and ********** have confirmed that the account changes were initiated by your company and not by me, the legal resident and account holder.I received a single response from your team indicating that the ******************** had been contacted and that I would receive an update. Unfortunately, I never received any follow-up, and to this day, I am being charged additional fees through my rent for utility services that I have already restored to my name

  Business Response

  Date: 06/14/2025

  Hello! 

  Thank you for reaching out!
  
  I sincerely apologize for any confusion regarding the utility account transfers. Id like to clarify this to help avoid any further misunderstanding.
  
  In the final 30 days of a lease, all utility accounts are automatically transferred into the landlords name to prevent service interruptions during the move-out process. When you submitted your notice to vacate earlier this year, we confirmed this policy in an email sent on January 15th and in a move out checklist pdf, which stated:
  
  "Utilities: We will contact utility companies to transfer services to our name, ensuring theres no service interruption. They will close your account and issue a final bill once the transfer is complete."
  
  This transfer process is automated once notice is submitted. When your move-out notice was later canceled and your lease renewed instead, the utility accounts remained in the landlords name, as they were not transferred back. As a reminder, for all active leases, water, sewer, trash, and gas services are maintained under the landlords name.
  
  If you have any further questions or need assistance with your utility records, please dont hesitate to let us know we're happy to help!

  Thank you,

  American Ave

• Initial Complaint

  Date:05/28/2025

  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.

  I am filing this complaint against American Avenue Property Management regarding their handling of business, falsified documents filed by their employees(Property Engineers)and harassment through constant emails and texts debt collection attempts despite clear evidence I have submitted involving issue that toilet stop working at my residence : I currently still without an working toilet have consulted with professional plumbers to get a estimate on how much it would cost to repair the toilet however I submitted these documents showing that I did have someone to come out and check the toilet issue they said was fixed and caused by me that but according to their property engineer who was currently fixing other issues within the house told me while doing a work order that the same exact plumbing issue was already present before I moved into it me moving in which I had reported on my first day of moving in the toilet was leaking and backwater was heard in the bathroom sink gargling noises and everything else was going on within the house hold an investigation was did after I reported the 2 workers didn't fix any they ruled in their favor saying it was caused by me and wasnt

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out. Were sorry to hear that you're continuing to experience issues, and we appreciate the opportunity to address your concerns.
  
  At this time, we do not show any open work orders or recent requests within the past 30 days indicating that the issue is ongoing. We understand your initial dispute was denied, and we want to ensure your concerns are fully reviewed.
  
  To move forward, please submit a new work order specifically stating that the issue remains unresolved. Additionally, we recommend resubmitting your charge dispute for further evaluation. Once both steps have been completed, kindly send an email to ************************************* to let us know. We will follow up with the appropriate team to review your case and advocate for a resolution.

  Please use the link below to submit your dispute request:
  *****************************************************************************************************************
  
  Thank you for your patience and for giving us the opportunity to resolve this matter.
  
  Sincerely,
  American Ave

  Customer Answer

  Date: 06/13/2025

  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 on the act of removing  the charges on my account  however the matter  of the toilet being fixed hasn't been done as of yet but I did resubmitted the work order to be done just wait on confirmation business AAP to send out a trustworthy person to resolve it properly 
  
  Sincerely,
  
  ******* ******
  
  
  
   
  
  

• 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.

  Last week myself and my sister ******** ******* went to a home for a self showing specifically **************************************************************************** and we are still very interested in the property but when we arrived the lock combination was not working to let ourselves in for the South showing we proceeded to call the security team multiple times and the issue was never resolved so we had to leave without seeing the home when we drove 3 hours to see it we have another appointment scheduled for tomorrow at 11:00 a.m. and hope the problem has been resolved by then

  Business Response

  Date: 06/04/2025

  Thank you for reaching out, and Im very sorry to hear about the trouble you and your sister experienced during your recent visit to ***********************. We understand how frustrating it must have been to make a long trip only to be unable to access the home, and we sincerely apologize for the inconvenience.
  
  If you experience any further issues or have questions in the meantime, please dont hesitate to contact our leasing team directly at ************************************* for immediate assistance.
  
  Thank you again for your patience, and we hope your next visit goes smoothly.

• Initial Complaint

  Date:05/17/2025

  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.

  American Avenue fraudulently charged lease end damages that were non existent.Note: When calling me, during work when I see patients, I would call them back 1 min later, and they would never pick up, and go straight to VM. Very telling scam practice. Only other way to contact is their support email, which is monitored and answered by numerous individuals, which promotes confusion and duplicate charges On 3/25/25, a walk through was done with a property engineer, who took photos. My actual move out was 4/7/25.I received a lease end damages ledger, totaling 1600$. Items included were trash and furniture removal, along with damages that were non existent. I repeatedly, on multiple emails and dispute links provided my time stamped photo evidence proving the ledger is wrong, and they blatantly lied. I repeatedly requested for them to provide their timestamped photo evidence dated on MOVE OUT, and specific receipts for repairs rendered, and they did not comply. The photos they sent were from the walk through on 3/25/25, which it says right at the top of their own invoice. They supplied no photos ON THE MOVE OUT DATE, they kept using the photos from 3/25. My photos are time stamped and dated 4/7/25.While my dispute was STILL UNDER REVIEW, they charged ******* 14k as security deposit, which they are demanding from me. They gave 16k credit to ledger, but didnt tell ******** THEN, they sent ANOTHER ledger, with more charges, that were never included on the first ledger, and sent the SAME photos from 3/25, and i put in another dispute, sending my photos from 4/7/25. ******* saw the second ledger, and despite the credit, is still demanding 14k from me, even though it needs to be payed back to ******* by American Ave.This is a dishonest, deceitful, and predatory business practice. How can you do a final invoice/ledger, approve the dispute, then turnaround and do a second review and ledger items and charges not included in the original? Nothing changed,so why 2nd ledger?

  Business Response

  Date: 06/11/2025

  Hello! 

  Thank you for your response! I see that we have resolved this and the move out inspection was reevaluated and adjusted in the ledger and with ******* 

  Thank you,

  American Ave