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:01/16/2024

  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.

  on Friday 1/12/24 around 9am I entered the leasing office to inquire if i could make my payment via the app since it was late i was not sure. I was advised i could as i attempted to make the payment of $2676.80 the app just kept spinning as if it was not working. I said you know what i will just go get a cashiers check for the $2676.80. I paid MY RENT WITH THE CASHIERS CHECK BUT THEN LATER THE LEASING OFFICE EMAILED ME TO ADVISE I HAD A DUPLICATE PAYMENT APPARENTLY THE PAYMENT I THOUGHT DID GO THRU WENT THRU. AND THEY WOULD HAVE TO CHARGE ME A $30 *** IF I RETURN THE PAYMENT. SO AT THIS MOMENT I HAVE A CREDIT BALANCE OF $2676.ON MY ACCOUNT WHICH THEY CAN'T RETURN TO ME AND IF I PLACE A STOP PAYMENT TO GET THE CREDIT THEY WILL CHARGE ME A $30 ***. TO ME THIS IS UNETHICAL AND EXTREMELY UNPROFESSIONAL. *** LEASE SAYS A *** IS CHARGED FOR AN NSF NOT A DUPLICATE PAYMENT. MY RENT WAS PAID AND IN ERROR I PAID TWICE SO THEY SAY BUT I BELIEVE THEY PUSH THROUGH THE PAYMENT TO CAUSE A CREDIT BALANCE. i WOULD LIKE THE CREDIT RETURNED TO ME AND OR WAIVE THE *** FOR ME TO PLACE A STOP PAYMENT ON IT

  Business Response

  Date: 01/29/2024

  MAA Starwood would appreciate the ability to communicate with **************** in a productive manner. Based on the recent history of in person communications, resulting in ******************** use of profanity and inappropriate elevated behaviors, we request that all future communications between **************** and the MAA Starwood team be ***e, in writing, going forward.

  The MAA Starwood team acknowledges the duplicate payment made by **************** and see that one of those payments has already been removed. As a courtesy, as long as **************** is able to correct the current Lease Violation surrounding her electric billing, we will agree to waive the $30 *** fee that was applied to the account for the removal of the duplicate payment. 

  **************** is currently in violation of her lease as she continues to owe for electricity services that are being billed to the property, as opposed to being billed directly to **************** as required. It is necessary for **************** to provide the property with her current electric account information and date the electric service is/was transferred back into her name. Once this is completed, we will agree to this waiving of the *** fee as requested as this would b *** as a courtesy. 

   

  Thank you, 

   

  ************************;

  Regional Vice President 

  Customer Answer

  Date: 01/29/2024

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

  However although I was agreesive due to panic as a result of a duplicate payment being processed which left me with access to no money I did not use profanity in anyway. I was cornered by all three workers and was not allowed to speak so yes I was aggressive but did not use any derogatory words even when told to get out as opposed to being asked by the leasing office and then threatened to be treated like a criminal if I didnt.
  the professionals I trusted did not try to deescalate the situation if anything provoked it.  
  

  They could have easily returned my cashiers check to avoid the duplicate payments but I was not giving any ***** or consideration as a tenant.

  The issue with the electricity is retaliation as well as the dead rats in front of my yard , since coincidentally it is being brought up now and wasnt beforesince I have tried to resolve the electrical issue by explaining to them they were charging me as well as txu and will provide the necessary documentation. I explained to them with TXu on speaker in the office that the service was mysteriously just disconnected by a request from what TXu is saying of the leasing office. I will transfer the electricity into my name 

  I pay the electric violation monthly of $50 plus the electricity bill the complex bills me which I include with my rent each month

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

  ************************* 113

  ******, ** 75034

  
  

• Initial Complaint

  Date:12/26/2023

  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.

  Hello, we moved into MAA Lyon's Gate Apartments in may of 2022 in *******, **. In October, we began experiencing problems with our air conditioner. The Air Conditioner began flooding our unit, pumping water all over the entire place. We called the emergency line, and management refused to send out a technician. I have a chronic lung condition and was worried about mold developing in the unit. A technician did not come out to our unit for several days. I submitted a maintenance request for mold treatment, but the apartment did not do anything to rectify the problem. Several months later, it began getting hot and our air conditioner began flooding our unit, not cooling. Still no action from the apartment complex. I hired a company to inspect for mold, and it was determined to have a substantial amount of mold. Still the apartment complex did nothing. This pattern continued for the remainder of our time in the unit. Two months later, after 15 maintenance requests, I had developed a serious cough. I hired another company to inspect for mold, and the results were worse than before. I later ended up going to the doctor, and showing him all of the mold in my unit. He recommended mold treatment and relocation. I contacted an attorney and was told the company had 5 to 10 days to fix it. They still did nothing.Later, I received a message from the apartment complex's attorney, stating that we were released from our lease with no further rental obligations. The apartment complex charged partial rent, and we subsequently moved out. After the termination of our lease, we received a bill in the mail for nearly $7400 stating that we did not give substantial notice, and for a lease termination fee, which the company sent to a debt collector and began harrassing us for payment. This is despite a letter from the company's attorney releasing us from all obligations. ****************

  Customer Answer

  Date: 12/26/2023

  Letter sent from Lyon's Gate Attorney releasing us from all future rental obligations.

  Business Response

  Date: 01/08/2024

  We deny the allegations of the Complaint.  We acknowledge that the resident submitted work orders in connection with the **** unit; however, all work orders were responded to and addressed in a timely and appropriate manner consistent with the lease agreement and applicable law.  Ultimately, the resident sought to vacate the apartment early prior to the end of the lease term.  By letter dated August 17, 2023, MAA offered to waive early termination fees.  The terms of the offer were rejected on August 28, 2023.  We maintain that the early termination fees are properly due and owing under the terms of the lease agreement, and no agreement was ever reached for waiver of said amounts.

• Initial Complaint

  Date:12/22/2023

  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.

  I have received false biling statements from MAA office. I highly recommend anyone considering renting from this company to look elsewhere. Their management staff is very unprofessional, and at times dishonest. I became very sick mold in the apartment, they did not resolve the issues, and their onsite manager was in my apartment yelling at me, and was very unprofessional. Upon moving out and paying my final bill, we cleaned the apartment very thoroughly, however they sent me a bill for $498 for false charges. They claimed the rent was not paid, and the apartment not cleaned. My pictures, and bank receipts proved their statements to be false. I have been bullied by their lawyers for almost a year, and had to report him to the ** bar association for dishonesty. They also falsely reported this bill to the credit bureaus, trying to ruin my credit, and chances of finding another place to live.I would highly recommend you look elsewhere when looking for a rental, you will not be respected or taken seriously if you complain. I finally found an amazing apartment and professional staff, I am so happy that I moved on. Please do the same!

  Business Response

  Date: 01/02/2024

  After fully reviewing the account we have found the move out balance is accurate.  No adjustments will need to be made.  All documentation has been checked thoroughly to ensure accuracy as well.

• Initial Complaint

  Date:12/18/2023

  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 reside at MAA LENOX HIGH RISE MY APARTMENT WAS FLOODED WATER WAS COMING OUT OF A BUSTED PIPE IN THE WALLS.I WAS JUST DIAGNOSED WITH LUNG ISSUES. THE APARTMENT NOW HAS MOLD AND MILDEW DUE TO THE THE WATER DAMAGE. CONTACTED THE PROPERTY MANAGER SHE IS ALWAYS NEGATIVE WITH A I DONT CARE ATTITUDE SAYS THE APARTMENT WAS HABITABLE WHICH IT WAS NOT SO I CONTACTED MY RENTERS INSURANCE AND THYE PUT ME UP IN A HOTEL NOW THE APARTMENT IS MOLDED AND IM ASKING TO TO ABORT MY LEASE 1 MONTH EARLY WHICH SHE STATES NO AND I WILL BE CHARGED FOR THE ****** MY PHYSICIAN HAS MY LUNG DIAGNOSIS ORDERS TO SUBMIT TO CORPORATE FOR NY HEALTH CONDITION .THIS SITUATION HAS ME STRESSED OUT AND FEELING WORSE. SHORTNESS OF BREATH IS COMING AND GOING. MY HEALTH PROBLEMS IS GETTING WORSE DUE TO AN EMPLOYEE THAT CAN CARE LESS ....GUESS A LAW SUIT WILL MAKE THEM WAKE CARE!!

  Business Response

  Date: 12/30/2023

  I appreciate your patience throughout this process. The drying process has been completed successfully, and we have also restored the interior and exterior drywall of your home. The only task remaining is to replace the padding in the carpet, which is scheduled to be completed. Once this is done, your home will be back to its pre-damage condition. To ensure that there are no lingering issues, I have taken the initiative to schedule an air quality test for your home. This will help us further confirm that everything is in good condition. If you have any questions or concerns, please feel free to reach out to me directly. 
  
  

• Initial Complaint

  Date:12/16/2023

  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.

  I moved out on July 8th, 2023, the last day of my lease. Pad in full. And these slumlords then charged me $166 for dirty carpet in November. This despite me asking if there would be any post move out charges concerning the 8 year old carpet. The leasing office explained that they are legally required to replace carpet older than 5 years, and so there would be no charges. I was notified on November 8th and the property manager told me she would remove it, but yet it ended up in collections because she did not remove it. This, and they fraudulently billed me $40 a month for renters insurance. Every month I would call them and remind them they had my renters policy on file. They would then remove the charge, but I had to stay on them every month about this issue, because every month, the charge appeared again. They are doing this to many of their residents, leading me to believe that repeated patterns of fraudulent billing is part of their business model at MAA. Slumlords through and through!

  Business Response

  Date: 12/28/2023

  We appreciate **** residing at MAA for 5 years.  When **** moved into his apartment with MAA,his carpet was brand new.  It was determined at move out that his carpet could not be saved and would need to be replaced.   As per his Lease Agreement, carpet that must be replaced at 5 years, has 20% value remaining.  When the carpet was installed in 2018, the cost for the carpet and pad was $981.96.  At move out, **** was charged $196.37 which was 20%of the value remaining.  As he had a $30 credit on his account, the balance remaining was $166.37.
  
  MAA does require ***************** coverage be maintained at all times.  Residents are asked to add MAA as an additional insured for their insurance coverage so that we receive renewal notices for insurance coverage.  This ensures that a resident is not incorrectly charged a non-compliance fee for not having *****************.  However, when a resident does receive a non-compliance fee and does have insurance coverage, the charge would be reversed.

• Initial Complaint

  Date:12/12/2023

  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 lived at **************** Apartments in ***********, ** from February 2023 until my recent abrupt move-out in November 2023 caused by the negligence of the Paddock Club/ MAA (MAA owns the ************** I have a third-grade daughter who also lived with me during this entire time. Starting mid-November the third-floor apartment I was renting became overwhelmingly filled with the smell of smoke (cigarette or marijuana). I notified the apartment complex office, at which time they refused to come into the apartment to witness the smell, and said they could only send out a notice to the entire building. The notice was sent on November 24. The following Sunday, the odor was so bad that my daughter complained of not being able to breathe, so I grabbed essentials that we needed and vacated the premises, leaving behind my furniture and personal belongings for the safety of my child. I informed the apartment complex manager of this. She simply said she would investigate the situation, asked for permission to enter, which I provided, and stated that she did not smell anything. I contested this statement, and believe it to be false. I arrived again at the unit on December 9, 2023 to pack up some of my belongings and prepare for movers. The unit again had an overwhelming smoke odor throughout the entire apartment (3 bedrooms). My husband and I immediately visited the office, where *****, an employee of the ************* came with us to witness the odor. She agreed with us and apologized. She sent an unknown email to her manager, and I also sent one to follow up. The manager has not addressed my issue at all and refuses to do so. I have paid rent through the end of December (even after the smoke smell in November), and have simply asked that they let me out of my lease (due to term in April 2023) with no penalty due to the apartment being uninhabitable and a safety hazard to myself and my daughter. MAA/ **************** has denied me this reasonable ask.

  Business Response

  Date: 12/21/2023

  We disagree that you have grounds to terminate the lease early without payment of the agreed upon early termination fee.  We were not given ample notice or opportunity to address the alleged smoking issue before you vacated.  We received no complaints or work orders about the alleged issue, prior to mid-November. Additionally, smoking is not a violation of the lease.  We maintain that all charges are properly due and owing under the lease and applicable law and will not be waived.

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20995961
  
  I am rejecting this response because:

  My eight-year-old cannot live in a smoke filled apartment. I asked for a reasonable accommodation. The lease is so outrageous that it would never even hold up in a court of law as being valid. MAA is a heartless corporation and the ************ is an unlivable environment. Consumer beware.

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

  Business Response

  Date: 12/27/2023

  Thank you for reaching out. I'm pleased we were able to resolve the issue amicably. 

• Initial Complaint

  Date:12/11/2023

  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.

  The "Service Fee" charged to customers who pay by debit/credit card is unjustified, predatory and unethical (possibly illegal-my next step). I have been a resident for almost 20 years. I had never missed a rent payment until several years ago when the property stopped accepting bill pay from my bank, leaving only two choices to pay electronically:1. Automatic payments which require me to give exploitable banking information directly to MAA. In the event their databases were hacked, my information would be exposed. This is not a risk I am willing to take.2. Credit/Debit card pay. I have chosen this, but have never been happy with the $37 monthly "service fee" associated with it, but I have no choice. I understand that sometimes it costs companies a small amount (generally in the pennies-to-dollars range) when they receive payments via credit card and that is passed on to the customer. This is NOT that...what ******************** is charging is predatory and unjustified, they are using it to boost profits on the backs of their residents, pure and simple.On December 5, 2023, I was charged $77.96 for a "service fee", which was my last straw. I have made the decision to call this out for what it is, exploitation of their customers, and explore legal action against this company for predatory and exploitative practices.

  Business Response

  Date: 12/12/2023

  Thank you for reaching out regarding the credit card fees. We do offer several other options that have no fees/lower fees associated with them:

  1) Check or money order mailed or brought to our office (no fees)

  2) Recurring ACH payment (no fees)

  3) A recurring payment through the ********* (also known as WIPS) program, which has a per payment fee of $3.99

  4) Bill pay through your bank mailed to our office by the rent due date (no fees from MAA)

  We understand the concern with the most recent fee for the payment made on December 5th and we have agreed to waive this fee for you. Please let us know if we can help you set up another payment method going forward so you do not continue to incur these fees.   

• Initial Complaint

  Date:12/07/2023

  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.

  rental property charging excess fees

  Business Response

  Date: 12/18/2023

  MAA charges fees when necessary and as per the signed lease agreement.  The lease states that MAA will charge a $35 NSF fee for any returned check.  If rent is paid late, there is a late fee due.  This is in accordance with the lease agreement which is agreed and signed by all parties involved.  These fees are also customary in the apartment industry.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20969469
  
  I am rejecting this response because: I volunteered to make the payment and pay a late fee and instead the landlord overcharged me multiple fees.  There was no right under the lease for them to behave in this manner.  They were extremely dilatory in their responses and unnecessarily exacerbated the situation.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/16/2023

  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.

  We had major water damage in our apartment on 11/15/23 caused by a water pipe that burst in this building. This happened when I came back home from work and I was there when it started. It destroyed my closet and my bedroom floor is wet and smells mildewy. It took more than an hour to get someone from maintenance to come and assist by then the water had been pouring non-stop for hours. My bathroom was affected as well. Since I'm on the first floor I was affected worse. 10 hours later a remediation company came but they left the carpet wet there and they did not want to rip it off and prefer it to dry on its own to cut corners. It is imperative that the current unit undergoes necessary repairs and remediation before it is deemed habitable for future occupants. Living in such conditions is not only detrimental to our health but also goes against the basic standards of habitability that tenants are *********** expect. I am living in deplorable conditions. My room reeks of mildew and the carpet is still soggy where the flooding happened from the buildings pipe burst. The smell is unbearable. I already have serious allergies to mold, so this has been very hard on me. I work from home and use my bedroom as an office with my monitors, so now I am unable to work properly. The leasing office does not want to give us a resolution nor show sympathy. They have blocked any contact from me with reaching the MAA Communities corporate office. I have been here for one month and my daughter and I feel humiliated by the way we have been turned away for trying to get support. We firmly believe that no one should be subjected to such inhospitable conditions, and we implore MAA Gardens to take immediate action to rectify this dire situation.

  Business Response

  Date: 11/17/2023

  Hello-

  *****************************, RVP at MAA, called leaseholder ***************************** and ************************* was on the line as well and discussed the unfortunate pipe break issue in building 800 that occurred. ******* indicated her bedroom closet was wet and partial bedroom carpet. She is in a two bedroom apartment home, and has notified her renter's insurance company. RVP ******* let ******* know plans were underway for the restoration of the unit, or she could terminate her lease with  no penalty or transfer to another unit on property. ******* decided she would stay in unit and work through restoration. Blowers were in the unit drying it out, and had been since the night of the incident this week. Vendor is returning to the property on 11.17.23 to check all units effected with the pipe burst and once it is deemed ready for restoration the work will commence next week. ******* asked for rent compensation due to the inconvenience, and RVP ******* indicated to wait until unit restored to know how many days she was inconvenienced and then we would have another conversation. ******* agreed to this plan. Thank you.

  Customer Answer

  Date: 11/19/2023

  I will wait for final resolution to this issue.  Until then for me it is not a closed case yet.

   

  Customer Answer

  Date: 11/20/2023

   
  I will wait for final resolution to this issue.  Until then for me it is not a closed case yet.

  Business Response

  Date: 11/30/2023

  Management spoke with residents on 11/24/23 and 11/26/23 and residents have decided to terminate their lease at MAA Gardens at no penalty, and transfer to another MAA property as soon as they can schedule.This matter is resolved.

• Initial Complaint

  Date:11/02/2023

  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.

  In September 2023 I went to my leasing office MAA Gateway with a picture of a bug. They called the exterminator and he looked at my picture and said it could be a bed bug. I never had one since I lived in the unit. Fast forward to today I was told I will have to pay **** for a treatment and was ask to sign papers by the leasing staff. I refuse to signed the papers as I was trying to figure out what was going on. Then the next time the exterminator came out again and still couldn't find any bugs. Please keep in mind the exterminator have been to my apartment 2 different times with no notice from the rental office. On November 1st I get a called while at worked the exterminator is back again with a K9 to look at my apartment I was unaware and was told by **************** will get a call as I was email a list of instructions for preparation. Since I refuse to let the exterminator in my apartment I was threatening with a eviction. This is a mess and my biggest regret is moving into MAA . So I paid my rent for November now I'm face with being homeless this is a problem.

  Business Response

  Date: 11/06/2023

  *********** notified the leasing office of a bug she found and stated she was bitten by via a photo on September 28th. Our pest control vendor determined it was a bed bug by visually looking at the photo provided by ************. On October 10th we informed ************ that treatment was needed, she then declined to sign the treatment agreement and stated she wanted to use her own company given the quoted cost of treatment. On October 10th we emailed ************ that we could potentially allow her to use her own company,but that we would need a copy of the companys insurance as well as a scope of work for treatment. We followed up via email on October 11th and notified ************ that we needed her to contact us so we could get the treatment of the apartment home resolved. ************ did not respond, and we placed a lease violation letter on her door on October 19th notifying ************ that we needed her cooperation with moving forward with treatment and left her a voicemail.
  
  On October 23rd ************ visited the leasing office and I spoke to her in person she requested that we have a k9 unit inspect for bed bugs before continuing with treatment. I let ************ know that I would reach out immediately to schedule with the vendor and would contact her with a date and time. The vendor confirmed the k9 unit was available on October 24th,however ************ said that date would not work. I asked ************ what day would work and she stated the following week, so I asked ************ for a specific date because this was a very serious situation. She stated she would be available on Monday October 30th, so I told ************ I would schedule the k9 unit for Monday.  When the k9 unit arrived on Monday, ************ refused entry,and then emailed the leasing office that we needed to provide 24-hour notice. I emailed ************ back:
  You and I spoke on the phone on Oct 23rd at 4:24PM because we were attempting to originally schedule ******* service for last week on October 24th. You stated that would not work because you would not be home, and I asked you what would work. You stated next week, at which point I asked what day, and you stated Monday - which is today. The pest control company will now bill us for a trip charge for today, which we will assess to your account. I am rescheduling the **9 unit for Wednesday November 1st, which is an additional 24-hour notice. If you deny entry to your apartment home, we will be forced to file an eviction proceeding on your account, as this is something that we take very seriously.
  
  The k9 unit came back out on Wednesday November 1st, and ************ denied entry again. Our leasing agent, ********, called ************ and let her know that denying the k9 unit would result in a notice to vacate being issued. On November 2nd the leasing office delivered a lease violation letter with a notice to vacate to ************ due to denying access to inspect for bed bugs.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20815470
  
  I am rejecting this response because: I have had a exterminator came out and found no evidence of bugs. As of 11/15 you have decided to send a maintenance worker in my home while at work ans drop on the floor my money orders that I can't cash due to the leasing company name on it. So now I'm counter suing the company. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/17/2023

  We have not been able to confirm that the unit is Bed Bug free. We have on three occasions brought out Pest Control and a dog that specializes in finding Bed Bugs and ************** has denied us the ability to complete the inspection with the dog. After trying to work with ************** and ************** not cooperating with us we found ************** in material Breach of her contract and will not be accepting rent payments at this time from ***************