Complaints

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

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
• 

  MAA Kirby Station

  6653 N Quail Hollow Memphis, TN 38120

  
• 

  Post Park Apartments

  3300 East West Hwy Hyattsville, MD 20782

• 

  MAA Tysons Corner

  1526 Lincoln Circle Mc Lean, VA 22102

• 

  MAA Pinnacle

  4390 Clearwater Way Lexington, KY 40515

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:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident of MAA ****** since 2019 majority of my stay has been quite pleasant, but for the past several months it has been one issue after another. In October 2023 my car was broken into causing me over ****** in repairs. I definitely was not happy about the unexpected expense and actually thought that after the large amount of cars that where broken into at that time, there would be some additional security enforced. At least that was what the email stated that was sent out after this particular incident. To my demise I have not seen any changes at all. Moving right along to November, I go to my storage unit expecting to get my Christmas decorations and find that my whole storage was cleared out. Maintenance had threw all my items in the trash by mistake. I was compensated for those item, however you cannot get back pictures, keepsakes, and other items that could not be replaced with a monetary exchange. Again I was inconvenienced, but not one time did I lose character with the office staff. Let's continue on in to February 2024...this is where my frustration starts. My pipes burst in my second bedroom causing damage to majority of my sons electronics, clothes, shoes and other expensive items that insurance value is no comparison to what you initially paid. I had to move completely out of my apartment for 30 days. I was not able to utilize my apartment at all because of the amount of dust and mildew that was throughout my apartment. Again, I was inconvenienced. Blowers ran consistently in my apartment for at least 3 and half weeks. Vendors where in and out of my apartment, my home was in a ******* and I do not operate in chaos so my son and I stayed in a hotel. Granted renters insurance covered the hotel expense, but they did not cover the amount of money I spent eating out. This was a huge inconvenience transporting clothes and other personal items on a weekly basis. It was a very stressful time for me. I receive my rental statement on Monday February 26, 2024 to find that my utility bill was higher than it has ever been in the five years that I have lived here. I called the office to speak with ******* the office manager to ask if I could be compensated for some of the utilities. I was informed by one of her leasing agents that she was in a meeting and he would relay the message. I gave ******* until February 29th to return my call, no return call. At this point I am getting really ****** off because I due my part as a resident. I consider myself to be a pretty good resident. I cause no issues at all. Even thru all of the issues I have had I have been nothing but patient. Thursday February 29th I call back and leave a very ***** message requesting a callback in reference to this utility bill that I should not be responsible for, considering I was not living in my apartment. ******* calls me back and says, " I will see what I can do, I noticed that your utilities have never been this high and its only going to be a few dollars that I can take off, but I will see what I can do." I said, "ok, I would appreciate it, but I really don't care what it is I just don't want to pay the full amount because I was not living in my apartment." March 1 rolls around no word from *******. I call the office that late morning requesting to speak to her, and was by **** that she was out, and that she would speak with ******* to see what they could do about the compensation and call me back. 4pm rolls around...no call from MAA ******* So I call, and the response that was given was not the response I was wanting to hear. I was told to go ahead and pay my rent and I would receive some sort of credit the next month, No maam, I am not ok with that. I called corporate on Friday requesting to speak to someone of some sort of authority over ******* still have not received a callback. Today is Monday March 4th I call corporate again and was advised that I would get this information from the leasing office. I go into the leasing office and again was told that I woud get the regional info from the customer care center. I have been given nothing but the run around from the customer CARE team to the leasing office, I am not going to let this go. Its the priniciple at this point. I am in management myself and my primary responsibilty is to make sure that I follow thru and take accountability. Every issue I have encountered has been nothing but an incovenience to me. Me taking time out of my schedule to write this email is an inconvenience. To research and find out how to contact the regional is a inconvenience. It should not be this hard to contact upper management. I need a resolution, I will not let this go. I could write another detailed email on how nasty these breezeways look on a daily basis. I live on the 3rd floor and the the 1st floor is only breezways that are kept. This property is slowly going down. So many vacant apartments. You should want to try and retain good paying residents considering the amount of tenants moving out. Again , this is about principle not the amount of money that should have been deducted. Sincerely,***************************

  Business Response

  Date: 03/18/2024

  After reviewing the history of electric usage on this resident's home, a credit was applied to her account on March 6th in good faith to offset any spike in usage that *** have resulted from the recent repairs.

• Initial Complaint

  Date:02/28/2024

  Type:Billing 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 have had several instances where Kirby Station apartments have told me I owed money, when I didn't. The most recent issue is the most serious. I was told on December 12, 2023 that I owed $850.80, but the amount I owed was paid $425.40 on 11/1, $425.40 on 12/1, and then had a remaining balance of $425.40 due on 1/2, which on paid on that date. Then on 2/23/24 I received an email from a debt collector saying I owed Kirby Station $425.40, which is very frustrating because I paid that on time. This type of issue happened on 9/21/23, 10/5/23, and 11/15/23, each time being told I owed a debt that I had already paid. I've attached all communications and documentations between me and people at Kirby Station. As you'll notice, they often did not reply to my inquiries. Somehow, with all my payments and receipts that I have, I was somehow reported to a debt collector regarding not paying what I owed on 1/2/24. There's a severe lack of communication within and amongst their organization, seeing as they drop the ball with who has paid what, but also they do not make it easy for their customers to reach them and have problems returning emails. On multiple occasions I had to go in person to resolve an issue, since they didn't answer phones either. I would like to bring awareness to these issues with Kirby Station, as well as needing this hit on my credit removed however possible.

  Business Response

  Date: 03/11/2024

  Thank you for sharing your concerns. I have contacted ***************** and reviewed your account. Your account has been corrected and reflects all payments made which leaves you in good standing. Your account has also been removed from the collection agency and noted that it was sent in error. Please feel free to reach out if you have any questions.

  Sincerely,

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

   

   

   

   

   

  Customer Answer

  Date: 03/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  1289 Greenbrook Bnd Apt 6

  *******, ** 38134

  
  

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent numerous emails and made phones regarding issues with my apartment. Linking pipes under the kitchen sink, musty smell odor, under the cabins, and plumbing issues.

  Business Response

  Date: 02/26/2024

  Resident reported leak under kitchen sink on 2/21/2024 at 1:**** via resident portal.  Resident reported leak under kitchen sink again the same day on 2/21/2024 at 2:34pm via resident portal.  Resident reported leak under kitchen sink a third time on 2/22/2024 at 10:54am via resident portal.  Resident emailed property office on 2/22/2024 at 11:20am regarding the leak and stated nobody came to her apartment and maintenance advised they would be at her apartment at 9:30am.  Shortly after the email was sent both leaseholders came into the office to discuss the service request.  Ultimately, the conversation was not proving to be helpful so I advised both leaseholders that I would get someone over to their apartment now to address the kitchen sink leak.  I recommended that the residents contact me directly with any concerns going forward and that it may be best to have all communication done in writing.  Resident asked her daughter to call 911 because I was asking her to leave.  I began walking to the front door stating we would be ending our conversation at this time and I would email her a recap of our conversation.  I emailed resident after repairs were made to her sink (disposal was replaced) and let her know that we would be releasing her from her lease agreement early as she requested.  I later emailed her the mutual release document she would need to sign to be released from her lease.  I have not heard from either leaseholder since our conversation in the office on 2/22/2024.  

  We will not be providing the requested compensation as our service team did not delay service and responded in a timely manner.  

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service 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.

  Moved to MAA E ****** located @******************************************************************** in 08 of 2023. In 11 of 2023 I began seeing small bugs in dishwasher on clean dishes& inside of the fridge provided by MAA. I am from IN so it did take time to noticeably feel the problem working 12 hour shifts& not being home for errands etc. Proof of that can be supplied by employer. By mo12 full blown German cockroach infestation. They have been seen in damp areas of apartment including: under kitchen sink, beside/inside& around dishwasher, near/inside fridge, near bathroom under sink& near bathtub. Poorly built and 30 year old building,sure there will be problems but you are liable& should fix within seven days-per the lease I have signed& beside that ***** law ******. Cabinets have expanded due to water damage. Great environment for these health destroying bugs. I have pictures that have data of location alongside a time line which I can further provide. For now I will only provide pictures& please request what is further needed. I have health problems including asthma& mold/ dust/ pollen allergies, therefore I am a health freak. Eat clean, in a sanitized house. Etc. Hard to be healthy when there are critters constantly bringing sickness into my home. I have done my due diligence to request help. They have sprayed my apartment sometime in early/ mid 01 and then bombed the apartment @ the beginning of 02. Management has not sent the exact dates of these occurrences. I have had a face-2-face meeting directing me that I cannot leave with the bugs& other ridiculous comments because they are trying to find solution. They also blame one tenant and dont kick them out as the lease states they will do if causing the problem. Either the problem is just there or they truly dont care about the health of their residents& have dismissed me on multiple occasions including the meeting on 2/21. I have emailed them 3 times since w/ pictures of cockroaches and no contact. -300 rent as of today for new renters.

  Business Response

  Date: 02/28/2024

  After the first report from the resident in December, we conducted a general routine spray. In January,upon the resident's indication of ongoing issues, we scheduled a more advanced clean-out treatment. Our office team followed up a week later, and it was conveyed that a further treatment was not needed. We offered routine visits during that discussed, which were declined at the time. The resident then reached out again on Feb 20, expressing that the problem had returned. The manager scheduled an in person meeting to talk through since there was some back and forth between her and her roommate whether there was an ongoing issue or not. We had our vendor conduct a follow up inspection on Feb 21 where only low levels of activity were observed. On 2/22, the manager spoke with another leaseholder who initially indicated improvement but later retracted the statement. We scheduled a follow-up treatment for 2/28. With treatments conducted in the resident's unit and surrounding units, we are optimistic about nearing the resolution phase.
  We kindly request the resident's continued cooperation as we conduct weekly inspections. If the issue persists beyond 14 days, we will explore additional options. Our team manager is available for any questions or updates throughout this process.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21346162
  
  I am rejecting this response because:
  
  I have told ******* that I have medical issues that require a healthy living space. This is not being taken seriously; regardless I deserve to have a clean and comfortable living space due to ***** Law. No response on the fact that they discussed with me on multiple accounts that it was one tenants fault. Even in their response here. I told ******* if its an apartment in building 7 on the first floor then I *** know who it is. Although the two apartments that *** be the problem have not been removed per the lease stating cause problems then your lease is broken and are evicted. *** asked tenants in two alternate buildings if they are having issues and they also said they were. ******* also indicated she was hitting hard on every single building. Its hard to believe that the problem isnt just everywhere, as she feels its diligent to go ahead and spray every single building. The said problematic tenant not being removed from the apartment leads me to believe it *** not be their fault and the surrounding buildings East and South of us with multiple tenants saying theyve see the same activity. I have never been home to speak with the exterminator and they are constantly here since November. Or so ******* stated. I work and in the last meeting I had she said she would send them over ASAP and they arrived only after I had left- which ******* knew what time I worked due to telling her in that said meeting. (Almost three hour gap of when I needed to leave and them arriving around 12 with the meeting being at 10:30) So, it feels like Im forced out of whats really going on not being able to speak to this said exterminator because I dont believe thats what that person would describe low activity as. It also feels like Im being manipulated by this company and I have very unpleasant feelings about this situation. Based on research, infestation is categorized as seeing 1-25 cockroaches. Every female cockroach will lay approximately 40 eggs- but could lay up to 300 eggs, the potential for infestation is way more than low- statistically speaking. This *** end up requiring the **** I want all documents about this quoted activity directly from the exterminator. I do not want that from my management building because seem to have an issue I cannot comprehend due to their negligence and flat out lies. Countless tenants have moved in and out. I mean Ive seen near 40ish new cars- I keep watch because my partner and my car have been broken into on separate occasions, so I feel the need to be hyper aware due to their faulty gates as well. These tenants are moving out of pure disgust. The rent is down about 200 dollars from what we pay! We are already over paying this delinquent company. I want the lease terminated and they do not deserve payment of a break fee or even to pay next months rent- AS THE ***** STATES. Thank you for quickly attempting to resolve my issue BBB. 
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 03/07/2024

  Like I have mentioned before. They come from the sinks, under and inside; the bathroom sink and tub; the literal inside of the fridge. I have more pictures to add but there is no more space to add them? Alive picture in the sink from Feb. 23. We have had all of our things boxed away in the kitchen for two months now. We still continue to see them but they ****** off into their hiding holes which expose the interior walls of these units mainly under the sinks. I dont know how Im supposed to grab a picture of each one. I finally got one alive. I ran for my phone hoping it wouldnt move. Grabbed a picture sent it off. Got a disrespectful email from the human weve been discussing this matter with. We continued to see them and sent pictures. ******* is ridiculous throwing out excuses and blame. Now is holding extreme work being done on my building while the problem consists. This is correlated. My health concerns are my top priority to tend to and be healthy based on my reoccurring issues. Im easy to infection, especially lung infections. That irresponsible manager also does not consider my health issues matter of fact and continues to blame one tenant. Apparently she also does not take blank threats, as she stated in our face to face meeting, so *********** will be coming out shortly to review this problem as well. They also stated the water problem is a separate problem in total but will investigate countless other problems associated as they have other calls on this location. I have shared ALL communications with *********** and pictures and they are getting to the bottom of it ASAP. Finally!!!! Theyve been working on the water since February 23. They also are doing work TODAY March 7. This company is a disgrace. Not having done their due diligence to eliminate problems. Manipulating us to stay her longer because we cant bring bugs with us. Im tired of chasing cockroaches and having itchy skin due to feeling unclean when I am OCD clean. And being suggested from my ignorant manager to stay clean when there is an infestation near the pipes of an apartment- staying clean doesnt solve the INFESTATION. Terminate lease. Thank you BBB for working with me on this as it seems to be above managements head in total. 

  Business Response

  Date: 03/07/2024

   Our previous response explains in detail the steps we have taken to address the reported pest control issues.  It is our position that we have appropriately handling the issue in accordance with the lease agreement and applicable law. You are welcome to contact me directly at ******************************************** and we can coordinate a time that works for you to discuss this issue via email or over the phone. Thank you.

• Initial Complaint

  Date:02/17/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been living at MAA WEST VILLAGE for the past three years and every year they have gone up in rent at least $300. This year I checked the live prices online before receiving a renewal letter in my door for more than what was listed online. I tried to talk to the front desk and asked them why this was showing and they gave me the runaround. This is not how you run a business and illegal action should be taken against his company by ripping people off all across our country. This is being done to innocent people who work for a living and this company continues to get by ripping people off and they dont get anything done to them so the little people suffer, while the big guys(MAA) just sit back and collect their money. This stops today and I will do everything in my power to make sure this doesnt keep happening to innocent, hard working people.

  Business Response

  Date: 02/20/2024

  We reviewed **************' renewal against the current market conditions and followed up with him on his options in light of our market review.  ************** has stated he will consider the options provided and follow up with us. 

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been suffering from my neighbors playing music and karaoke way too loud until 6AM and smoking weed or illegal substances that smells horrible for five years. I called my community officers many times, addressed this issue to the leasing office in MAA PLEASANT HILL. I even asked for transfer to a different building for this issues twice, but they first asked me to pay early termination fee since I am moving before my lease terms or wait until my lease renews. Second time, they said I need to pay all transfer fees. I cannot understand why I need to pay penalty or take risk. The leasing office is not properly managing the apartment. People at the leasing office changes occasionally, so when I visit the office to file a complaint, they all say "this is my first time hearing this issue" and all they do is just call the neighbors and give them verbal warning. They don't take any actions until they move out. When I went to file a complaint on Feb 10, 2024 Saturday, the lady at the leasing office said "we all have right to enjoy our time." She was speaking like I was over-reacting although I had this issue for five years. Every time when people with loud music issues move out, new people starts another problem. I am having sever headache and I am even taking a medication to handle my stomachache caused by the stress. I feel like I will kill my neighbors because of this stress. I addressed this issue to the leasing office, but they want to charge me for early termination. I cannot understand why do I have to take penalty when my issue was caused my neighbors and irresponsible leasing office. Please help me solve this issue.

  Business Response

  Date: 02/21/2024

  Upon receipt of the BBB complaint, Property Manager reached out to ************* and had a conversation with her about the neighbor issue and indicated she would send a lease violation in writing to the neighbors to cease the loud music and marijuana use. Property Manager also reviewed the early termination process at MAA Pleasant Hill and ********** indicated she would speak with her mother and get back with the Property Manager as to whether they will terminate their lease early.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21298433
  
  I am rejecting this response because: 

  After speaking with my mother and father, they did not agree with MAA's policy. Giving neighbor's few warning is to give them a chance to rectify themselves which is giving them a chance. 

  However, I already asked for transfer twice which they said immediate transfer is not possible (and neighbors move out, assuming new neighbors will not play music out loud, we decided to stay), and we believe 5 years were long enough with this issue. 

  While taking certain steps benefits people who cause the issue, it does not benefit us. 

  ***** (MAA Pleasant ****** manager) said she also needs to take that step with me as well. However, in my case, we are the one who is suffering for five years.

  How about car robbers? How about gun shots? I feel not safe and comfort in this apartment anymore. 

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

  Business Response

  Date: 03/01/2024

  The MAA Pleasant Hill ******** Manager and MAA Regional Vice President will meet in person with ************* on 3.7.24 to discuss concerns and a resolution.

• Initial Complaint

  Date:02/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I provided my *** accommodation letter to MAA Balcones ***** apartments. It was declined, so my therapist revised the letter to what they had requested. The revised letter was again declined with the exact same response as the first submittal.They then forced me to pay $400 for a pet fee along with $16.77 pet rent, and would not allow me to pay my rent without paying these fees.

  Business Response

  Date: 02/27/2024

  We deny the allegations of this complaint.  As acknowledged in the lease agreement, all residents residing with an animal in their apartment must pay a pet fee and monthly pet rent.  Assistance animal requests for waiver of these charges based on non-obvious disabilities/needs are reviewed by our ***************** Decisions are made based on HUD and *** guidance and case law. We have explained why we do not agree to waive the charges as a disability-related accommodation.  Anyone requesting an accommodation can provide additional documentation for reconsideration of their request. Due to the potentially private and sensitive information contained in the contents of the requests, we will not be discussing this matter any further in this forum.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21293063
  
  I am rejecting this response because: your company has NOT provided any reason to reject my *** letter that I have now twice submitted, both receiving the exact same rejection letter even after I sent your rejection letter to my therapist, and she made corrections (based on assumption, as your business did not provide a reason for rejection) before I sent it back to you. You sent me the exact same response letter both times - if you gave me a reason the letter was rejected, I could have it revised and re-sent. However your business has no interest in assisting people with disabilities, only interested in taking peoples money. 

  
  Your business does not want to cooperate with this process, hence why I have also submitted a HUD discrimination complaint. If your business does not either provide SPECIFIC reason(s) the letter is rejected, you are not in compliance with HUD guidelines for assistance animals. If you continue to push back on this BBB complaint, and continue to ignore me otherwise, I will have no choice but to pursue legal action.

   

  I give consent to openly discuss these matters as part of the better business bureau complaint.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/29/2024

  We previously explained our position regarding the documentation submitted to date, in letters dated December 26, 2023, January 3, 2024, and the January 31, 2024 letter that you have uploaded here, and invited you to submit additional documentation to the property for review. We will email you directly and try to further explain and/or clarify the reasons for denial. Again, if you have additional information regarding the existence of the disability and the disability-related need for the assistance animal, please submit that directly to the property office, and we are happy to evaluate it and reconsider your request for an assistance animal. 

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a formal complaint against MAA Peachtree Hills apartment complex and the general MAA company who is in charge of the complex. I have lived in a 1 bedroom in this property for around 8 months now. What they have put me through is beyond acceptable. My ****/ac/heating unit has broken over 10 separate times. In the summertime I was forced to live in 80 degree temperature because I was told that my **** unit was fixed when all they did was spray some coolant on it. Over and over again after I submitted maintenance requests, they told me that the unit was fine and I actually had nothing to complain about because *********************************************** the ****************. Keep in mind, every time my **** unit breaks, it releases a giant leak all over my living room carpet. Then they have to place loud air blowers in my apartment for a week to dry it up. Fast forward to two weeks ago, and my **** unit breaks again during the coldest weekend in ******* history, as well as a giant water leak in my apartment. They put air blowers in there for another week and said everything is fixed. 2 days later, I come home to my entire living room flooded with dirty, cold water. They out loud air blowers in my apartment for another week and as of today I have a mildew smell coming from my living room due to over 5 separate leaks in my living room to the point of them having to put in air blowers. All of this is documented. I was told I cannot get any rent credit or not get out my lease, keep in mind that I STILL have a giant leak in my living room and air blowers blowing with no end in sight. They dont admit that there is a perpetual problem with the **** unit. I am simply asking to get out of my lease because they are not providing me a livable space, nor do they provide any reimbursement for my issues when it is way more than just an INCONVENIENCE.

  Business Response

  Date: 02/12/2024

  February 7, 2024
  *****************************************************************************
  ************
  
  Dear *****************************,
  Thank you for bringing your concerns to our attention via the Better Business Bureau. We sincerely apologize for any inconvenience or dissatisfaction you have experienced regarding issues in your home through the term of your lease agreement.
  Upon reviewing your complaint, we understand the importance of addressing these matters promptly and effectively. We take pride in providing quality services to all our residents, and we regret that your experience fell short of your expectations.
  We want to assure you that we have taken your concerns seriously and have been committed to resolving them. After investigating the issues raised, we have identified that in June 2023 you experienced issues with your HVAC unit not cooling properly and leaking into your carpet. At that time our service team attended to the request and added coolant hoping this would fix the issue, as well as placed blowers in your home to ensure carpet/padding in affected area would dry properly. The leak was determined to have been caused by the condensation line being backed up. Unfortunately, this did not fix initial issue, causing for AC to not cool properly, which at that time we scheduled for our vendors to come replace your coil and condenser unit. The padding in the affected was replaced and carpet was put back in place.  We credited your account with a $300 rent concession for the inconvenience you experienced throughout the process.
  In January 2024, we identified that you called our on-call service team reporting a leak coming from your water heater in your home as well as your apartment and water not heating. Our service team attended to call and came out that morning to replace your water heater as well as place blower in your home. For affected padding/carpet to dry properly we had to place a blower around the affected area which was located right by your HVAC closet and entrance. Once padding and carpet were dried, we scheduled for vendors to come complete area and place carpet back in place. We recommended to process any claims with your insurance provider if you experienced any damage to your belongings. 
  At this time, we have provided you with option of an Early Lease Termination following our company policy. You also have the option to transfer to another unit within our community with all fees waived or the option to transfer to one of our sister properties.
  We value your feedback and want to ensure your satisfaction. Please feel free to contact us to discuss this matter further or if you have any additional questions or concerns.
  Thank you for your patience and understanding.
  
  Sincerely,
  
  ***********************
  Property Manager
  MAA Peachtree Hills
  
  

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21216539
  
  I am rejecting this response because: they are not offering me a legitimate option to get out of the lease without paying 2 months rent. The business response downplays the amount of times there have been blowers placed in my apartment as well as the amount of maintenance requests in the summer time that was simply ignored because of incompetent service maintenance team. There will inevitably be ANOTHER leak from the **** unit and I can guarantee that. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

  February 22,2024
  ******************************************************************************
  ************
  Dear *****************************,
  Thank you for your response. I understand that this may not be the resolution you were hoping for, and we apologize for any inconvenience this may have caused you. We have offered you the option to terminate your lease early by abiding to the terms of your lease agreement. We also provided you with the option of a transfer to any of our sister properties by providing a 30-day notice and no transfer fees involved. At this time our decision is final, and we hope that you understand. We value your feedback and want to ensure your satisfaction. Please let us know if theres anything further that we may assist you with.
  
  Sincerely,
  
  ***********************
  Property Manager
  MAA Peachtree Hills

  Business Response

  Date: 02/23/2024

  February 22,2024
  ******************************************************************************
  ************
  Dear *****************************,
  Thank you for your response. I understand that this may not be the resolution you were hoping for, and we apologize for any inconvenience this may have caused you. We have offered you the option to terminate your lease early by abiding to the terms of your lease agreement. We also provided you with the option of a transfer to any of our sister properties by providing a 30-day notice and no transfer fees involved. At this time our decision is final, and we hope that you understand. We value your feedback and want to ensure your satisfaction. Please let us know if theres anything further that we may assist you with.
  
  Sincerely,
  
  ***********************
  Property Manager
  MAA Peachtree Hills

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have complained several times about people smoking CIGARETTES AND WEED in this neighborhood. I have been in person in 2021 to complain and I back again. These folks wont do anything about it! My home smells like the smoking sections. I have asthma and migraines that constantly triggered to my neighbors smoking all day and night. I have filed a police report and contacted the consumer complaints line for MAA. They only care about looking good and not the people who are here paying unless I am white! I have complained of rats and mice with pictures and the manager here still refused to believe me. I need someone to fix the issue if cigarette smoking from my neighbor beside me and beneath me immediately!

  Business Response

  Date: 02/09/2024

  Yemi,

  We share your concern with the violation of our community's nonsmoking policy. When we are able to identify the source of the smoke, we address the residents to the full extent of the lease.  We appreciate your follow up and patience.

• Initial Complaint

  Date:01/17/2024

  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 moved out of this horrible apartment complex Lincoln on the Green October 25, 2023. I lived here for 14 months, and it was awful. Mold issues, non-functioning appliances, and poor maintenance of the entire property. On November 6, 2023 I received my final move out statement that said I would be receiving a refund of $127.84 and to expect it in a paper check in 4-6 weeks sent to my forwarding address that I left with them. **************** is now January 17, **** and I have still yet to receive. I called the complex asking if there was a tracking or a hold up, but I was told "Be patient". Clearly unaware that ********* law states landlords are required to have any refund back to a tenant in 30 days. They must also be unaware of ********* statue laws as well. I called the headquarters numbers and left multiple messages and was told they would call me back but I have yet to hear anything back.

  Business Response

  Date: 01/19/2024

  A refund check was issued to ****************** on November 13, 2023. The check was mailed to the forwarding address she provided. At this point, we can request a stop payment on her check. I am happy to follow up with her next week regarding the stop payment process. 

  Customer Answer

  Date: 01/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. You can see the check has not been cashed, please void the check and send a new one. 

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

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

  *******, ** 38018