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

  
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  MAA Kirby Station

  6653 N Quail Hollow Memphis, TN 38120

  
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  Post Park Apartments

  3300 East West Hwy Hyattsville, MD 20782

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  MAA Tysons Corner

  1526 Lincoln Circle Mc Lean, VA 22102

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  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:10/30/2023

  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.

  They charged me pet rent after I submitted my emotional support letter, and a signed doctors note. I submitted theses documents on July 25th to the office, and I had emailed our leasing agent ****** before we moved in to inform her of my disabilities. We didnt hear back for three months, and then were told it was declined because ****** had submitted it in my girlfriends name. Given we didnt hear from her for 3 months, we thought that it had been handled, but after reaching out we were told it was declined, so we became speculative if ****** did anything, because when we resubmitted it, we actually got a confirmation. The company refused to provide confirmation that anyone in their leasing office did their job, and then stopped responding, and had legal send us messages. Trying to get in contact with legal, it doesnt go to a specific department it goes to a third party answering service, so there is no direct line of communication with anyone that can resolve my issue. Not only is it illegal to charge us pet rent in the first place given they have my medical information and a signed doctors note, it seems like a scam to expect the person who gets commission off your apartment to do their job, and then just have them not do it. I have still never had ****** respond to a single email of mine and in customer service, as a sales person when you spend 85% of your day doing nothing, I feel it isnt ridiculous to expect responses as a resident whom they profited off of, especially when the questions were asking directly relate to her conducting her job for us well. They owe us 250$ for the deposit, 15$ a month continuing still that theyre charging us in pet rent, and I still want them to demonstrate in some form she actually submitted our paperwork and did her job.

  Business Response

  Date: 10/26/2023

  We deny the allegations of this complaint and do not agree to provide any refund.  The charges are authorized because the resident agreed to pay the one-time pet fee and monthly pet rent by executing a lease agreement that specifically provides for payment of these charges.  A waiver of the charges was requested on grounds that the animal was an assistance animal needed as a disability-related accommodation. All assistance animal requests for non-obvious disabilities/needs are reviewed by our ***************** Decisions are made based on HUD and *** guidance and case law. We have explained to the resident 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. 
  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20781159
  
  I am rejecting this response because:
  Not only does this not discuss any of the illegal ramifications of the company not complying with the law, it blatantly disregard the concern for inept and poor employee candidates handling sensitive data and medical information. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/03/2023

  We have explained our position regarding the accommodation request.  As previously stated, residents can provide additional documentation for review.  This is not the appropriate forum to discuss this matter in any more detail. 

   

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20781159
  
  I am rejecting this response because:
  

  This is the proper forum to have this discussion due to the fact that we are still being fraudulently charged, and gave money toward a company that did not conduct their services in an effective, or efficient manner, in addition to the fact that they have no proof they even did their job in the first place, the first time. 
  

  Not only also outlining the blatant lack of consideration for being a crappy business, by only responding to these on the last business day of the week consecutively opting for no further discussion during the week, the company has opened no discussion. If the law offices would like to contact me, they have my phone number, however I cannot contact them directly, as when I asked the staff to give me a direct line, they gave me a third party answering service that would on out take messages even during normal business hours. 
  

  In addition, no further documentation needs to be provided as the documentation provided was already adequate and proper. 
  

  We have already stopped paying these fraudulent charges and still expect proof ****** did her job without absent mindedly mishandling and losing medical paperwork in August, and expect a refund. 

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

  Business Response

  Date: 11/14/2023

  We have previously explained our position regarding the accommodation request and stand by this position.  In fact, MAAs *** Facilitator emailed **************** at approximately 10:05am MDT on October 24, 2023 and explained in great detail why the documentation he submitted does not reliably support the existence of a disability and disability-related need for an *** and is, therefore,insufficient under HUD and *** guidelines.  We urge him to review that email. 
  
  We do apologize for the delay in submitting the paperwork for review and the inconvenience this caused.  However, we maintain that the submitted documentation is insufficient under fair housing laws and does not support the need for the accommodation request.  **************** is welcome to submit additional documentation for reconsideration of his request; otherwise, the decision will stand, and we will continue to charge monthly pet rent per the terms of the lease agreement.  If **************** is seeking a refund, we suggest he contact the website from which he purchased the *** letter. 
  
  We consider this matter resolved. 

• Initial Complaint

  Date:10/23/2023

  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.

  Our disappointing experience with MAA *********************:Issues:1 Move out FEE: I was led to believe from ****************** only required two months notice at our initial meeting but after reading the lease in a more detailed manner later I was shocked as it also required 2 month penalty. ******** knew we we looking at other options on lease length, reminded me of a used car salesman, I had been had.2. Threatened to tow of my trailer if i did not comply. I was paying for it and had sticker as required. ******* was evasive and rude about my inquiry about this. I found another place for my trailer but i was still charged for it. Not a lease requirement!3. Storage rental I never planned on keeping storage for the length of the lease but i was informed after I moved out of the storage unit it was for the life of the lease. Never saw a line item in the docs requiring that.4. We had a mold issue in one of the showers, in the lease it requires you to address this. 2 months and mold issue? Poor drainage and inferior caulking, spent hours trying to clean this.But on move out we got gigged for 2 pea's in the sink. And other issues of extremely minor variety. All charged to me.7. In conclusion we were extremely unsatisfied with ********, ******* and MAA in general, we encountered way too many issues in such a short amount of time that I can only assume this is MAAs mod of operation. Dollars 1 st consumers last. Get them in tell them anything to get the dollars coming in then make it seem like they are the problem.Caution: I cannot emphasize this enough if you do decide to move into MAA ********************* read the lease thoroughly and do not assume anything in there is to be taken lightly. They are in this for the dollars only and will mislead to get you in then blame you! I also read some of the reviews and I can only believe that some of these are not real considering my experience with MAA/********.

  Business Response

  Date: 11/03/2023

  I, ***************************, was the agent that toured ******* and ***********  I thoroughly enjoyed speaking with them. They were just moving to the area and was interested in a short-term lease as they wanted to purchase a home.  We went over the different lease terms and different prices for each.  I do apologize for any misunderstanding regarding Early Termination Fees, however, we offer longer term leases that obviously would be the best pricing.  ******* and ***** applied online and chose the better price option of 12 months.  At that time a 3 month lease was $1853 compared to 12 months at $1483.  I understand there can be confusion between a 60-day notice requirement and an Early Termination Fee which is also equal to 2x's the rent but obviously there would be no reason for anyone to choose a shorter/higher monthly price if there was no Early Termination penalty.

  My assistant, *******, had noticed a new trailer parked in the ** parking area but did not see the parking sticker due to it's location.  She had notified ******* and ***** regarding the ** parking sticker requirement.  ******* emailed her and told her he had already paid for the parking and the sticker was on the trailer.  ******* immediately apologized for her oversight.  This was a mistake which she admitted to.

  The issue in your bathroom was also addressed within one business day.  This was not mold but mildew.  The maintenance team re-caulked and cleaned the area.

  Storage and garages are available but do run for the duration of the lease term which states the term of the additional rentals.  As any rental there would be a term as any management would want an idea of how many will be available at any given time.  This is just standard for rentals.

  Again, I apologize for any misunderstanding but we stand by our contract and follow Fair Housing for all our residents. 

  We wish you the very best in all your future endeavors.

  ***************************, PMIC

   

   

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20769238
  
  I am rejecting this response because: They charged me for rental of the trailer storage which I had removed 2 months prior but still charged me. If they did not see the sticker on the trailer how did they determine it was mine? If they looked they would see it was paid for. Again this does not make any sense. I asked this at the time and got a dumbfounded look! We cleaned the apartment and they still charged us for items we already cleaned. What ******** sent us was a fluff statement making us look incompetent. I fully understood her statements at the time we initially spoke with her and for her to imply otherwise is her way to save face. She was rude, condescending and obnoxious. As for the charging of the storage unit for the entire lease I never got a line item in the lease where that was one of the rules/requirements, and she never mentioned that. As I mentioned before she is a shyster who must be on a incentive plan and says what ever she needs to increase her bonus to the **** Examples are charging for items such as the trailer no longer at the facility, 2 peas in the sink, toilets not cleaned and several other "issues" along with the outright lying about the rental lease length. She knew we were looking at options so when she said it was only a 2 month notice that was outright deception on her part and outright lying when she made her rebuttal statement.  I had to move the trailer out of there because of the threat to tow it, what type of a place would threaten you like that and not provide a logical answer. This was some type of intimidation plan is the best i can come up with but only they know why they would give me the absurd excuses they did.

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

  Business Response

  Date: 11/14/2023

  We have credited ********************** account for trailer parking for 2 months as that was charged by mistake, and as a courtesy, we have also credited his account for his storage unit for 2 months as well. His refund will be processed and a revised move-out statement showing the corrected charges will be sent to him.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20769238
  
  I am rejecting this response because:

  I do not feel this was a mistake as I addressed this issue several times and feel there was an underlying cause of this and her attitude in General.

  ******** implied that I was confused about the lease break verbal agreement and this is absurd as I have proven that she is a liar and misrepresents herself but I did speak with her management and agreed to let this matter go with just the refund proposed if she apologizes for her rudeness and deception on many issues including the lease break requirement. If she does not I want a full refund of the deception of the 2 month notice and also a 2 month penalty. The fact that she refunded anything after initially rebuffing my requests shows she is a liar and a deceptive manager. The fact that she says it was a mistake was not true as I addressed this issue several times with her and her assistant but with no results, I had to go to her management just to get satisfaction on that one issue and explain my side. 

  I am pushing this because if she has done this to me she has done it to other people and it is unacceptable to take advantage of customers/tenants just to pad her bottom line for bonuses.

  So in summary i will accept the proposed refund as final resolution if she sends a letter outlining her deceptiveness and rudeness as an area she needs to improve on and also her apologies to us for the same.

  If she does this to my satisfaction we are done!

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

• Initial Complaint

  Date:10/19/2023

  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.

  This involves my apartment complex. This complex is in a very nice neighborhood and tenants pay for that nice neighborhood. We are charged for upkeep of the neighborhood. I live here because its convenient to my workplace. The manager does not fix broken appliances nor do they respect the tenants. There is pets urine at every entrance of my building and I have asked over and over for them to clean it but no success. The hallways are dirty and unless they are asked to clean them, they remain filthy. It took two months to fix a broken elevator. I have a dryer in my apartment which I have never used because it looks moldy and they will not fix it. For two years I had a defective stove which was never fixed. I changed apartment and they charged me for damaged and dirty carpet. I told them to show me proof because I have witnesses and photos. They credited me the charge. They entered my apartment when I asked them not to. I have called the management headquarters but no one answered. I email the regional manager and I was ignored. Many tenants share my concerns. Please help. Thank you.

  Business Response

  Date: 10/30/2023

  Thank you for sharing your concerns. I would urge you to schedule a meeting with the new Property Manager, *****************************, so that she can help with any potential outstanding maintenance concerns you may have. 

  While we are human and capable of making mistakes, we will always correct any errors we are able. With regard to the cleanliness of the property, we have been under construction for several months, which has certainly contributed to some of the concern. Additionally, while we are currently actively reworking our cleaning schedules and processes, we are simply not able to be everyone at all times. We do have to rely, sometimes, on our valued residents to share any areas of concern so that we can make sure to address the concern more quickly for you. 

   

  Thank you, 

  Customer Answer

  Date: 11/07/2023

   
  As of today this company has done nothing to clean the urine around the premises. Every month tenants are charged a fee for maintaining the premises however everything is still the same. Everyday there is disgusting animal urine at all entrances. This is gross and filthy not to mention unsanitary. 
  Also I have insects crawling out from the broken baseboards in the bathroom. 
  There is no human error involved just human greed. Management does not respond to concerns of the tenants.

  
  

  Thank you.
  

  
  

  Sent from my iPhone

  Business Response

  Date: 11/14/2023

  It is my understanding many of these areas have been addressed and are going to be included in more regular inspections. If there is a more urgent cleaning or repair need, you are welcome to submit a work order for this through your resident portal so we can address more quickly for you nad can have a better tracking of these concerns. If you have any outstanding concerns, again, the Property Manager is more than willing to schedule a meeting with you to walk any areas of concern and discuss with you further. To date, no meeting request has been made. Please contact *****************************, Property Manager by phone @ ************** or by e-mail at **********************************************. 

   

  Thank you, 

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

  Regional Vice President

• Initial Complaint

  Date:10/10/2023

  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.

  The apartment we resided at was MAA ****** Creek in ******, *****. We moved out of the apartment on October 2, 2023, after 14 months of residence, and left the townhome in good condition with normal wear and tear. Upon move-out, we were charged with $637.15 for total carpet replacement. Before moving out, we made sure to vacuum all of the carpets and ensure that they were clean. Shoes were not worn on the carpet in the bedrooms and the carpet leading up to the third floor while living there. Total carpet replacement is meant to be utilized when the damages are beyond "normal wear and tear," there was nothing beyond normal wear and tear.The move-out statement, stated that the carpet was last replaced in 2019 and was already four years old. In the move-out pictures that the property used of the carpet to justify the charge, the carpet shading is a bit darker due to the "localized alteration in the orientation of the pile." *******************************************************, The carpet shading results from "randomness in pile lay direction," not excessive wear and tear that would justify carpet replacement. None of the photos provided show evidence of any damage beyond normal wear and tear. The Move-Out Damage and Cleaning Cost sheet shows an option for a patch replacement that is not being used. The apartment is clearly trying to take advantage of the tenants and forcing them to pay for a total replacement instead. On multiple occasions, the property was contacted for complaints, phone calls were unanswered, and it took many days for an email response. To sum up, the company is using us to pay for a total carpet replacement even though the unit was not left with any damage beyond normal wear and tear. I am requesting that the charge be reduced as we should not be responsible for a total replacement. I have attached photos that the property used to justify the carpet replacement and photos when we resided to show that the carpet was in good condition.

  Customer Answer

  Date: 10/10/2023

  Additional photos of the apartment were sent to us from the move-out inspection. Throughout the entire unit, carpet was lifted up. It is evident that the property went in with the intention of replacing the carpet regardless of the condition and is charging us with the costs. 

  Business Response

  Date: 10/11/2023

  Upon move out inspection of this apartment damage was discovered with the carpet in this unit.  Carpet was then pulled back revealing stains that had soiled through the to the carpets backing (as shown in attached pictures).  Former resident was not charged for full carpet replacement but a prorated portion of replacement based on expected life of carpet.  Our cost for replacing the carpet in the unit was $1,592.88 of which $637.15 was charged back to former resident 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20717393
  
  I am rejecting this response because:
  
  After back and forth communication via email, the property responded with The carpet in your apartment was not left in the same condition as when you moved in and was lifted for further inspection
  
  The carpet was left in visibly good condition with signs of normal wear and tear. No stains were visible until the property decided to lift the carpet up. I requested photographs of the condition of the carpet prior to us moving in and was told that they do not provide information from our other residents. The information I am requesting is not regarding the past resident. I am trying to see whether the previous tenants had their carpet pulled back and inspected this thoroughly. These pictures do not prove that we are the ones responsible for said damage, as it could have been a previous tenant if the carpet was not pulled back and inspected prior to our lease. 
  
  I asked if we were required as the resident to pull back the carpet ourselves and inspect for any prior stains and was responded with The carpet was professionally cleaned prior to you moving in, if there were any stains at that time, it would be your responsibility to report it on your inventory sheet which nothing was notated regarding carpet. 
  
  Nowhere on the inventory sheet or move-in process is there an option to request someone to come in and pull back our carpet.
  
  I would appreciate photo proof of the condition of the bottom of the carpet prior to our move-in from October 2022, a statement demonstrating the cost of the carpet replacement from the company that replaces it, and a reduction in the fee that we were charged.
  
  Sincerely
  

  Business Response

  Date: 10/16/2023

  Hello,

  We do not pull back the carpet in every apartment/room.  What triggers our needing to do so is either odor or stain related.  As every carpet at a minimum is professionally cleaned during the turn process when we notice an odor or stain we pull the carpet back to make sure it has not saturated through to the backing.  In the case of this apartment, once stains were noticed the carpet was pulled back to see if the stains could be removed, since they had gone through to the backing our vendor could no longer clean, therefore it needed to be replaced.  Attached you will find our invoice for replacement from **************** for apartment 822 at MAA ****** Creek 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20717393
  
  I am rejecting this response because:
  As I questioned before, the carpet was not lifted prior to ** moving into unit 822? There are no pictures of what the carpet looked like beneath the surface prior to us moving into the unit. This raises the possibility that this damage could indeed be from the previous tenant. Why is the cost our responsibility if there is no proof from MAA that it was not the resident before us?

  I highly suggest you add to your move-in inventory the opportunity for residents to inspect and question what the carpet's condition looks like below the surface.
  
  

• Initial Complaint

  Date:10/09/2023

  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.

  30 days prior to move in day, spoke with Assistant leasing manager, asked if the carpet and unit would be replaced and properly cleaned if the unit was currently or previously occupied by animals/pets. During the meeting Informed leasing manager that I have serious health allergies if there is evidence of animal or pet smell/ dander/ hair/ f**** or urine. Initial move in date 19 Sep 2023 Upon walking into the unit I became immediately ill. I had to leave the unit immediately after walking in. I suffered instant reaction after walking into the unit. We were leased a disastrous unit. The smell of old animal urine was nauseating and overwhelming. The carpets were worn and disgusting, the walls were yellow and dingy. The bathrooms both are soiled by animal excrements smell/odors. The are so many issues within the unit. I have made many attempts to have the issues resolved. The carpet was replaced but there are sections that were not replaced. The bathroom smells were addressed after several requests, by the leasing office sending in a cleaner to deep clean the bathrooms. She wiped down the bathroom and the floor, literally, with Fabuloso. The smell returned 1 day later, and I was told by the *** they would send someone over to see if there was anything they could or would do. There is grim and scrum stains in the tubs, a permanent ring in the master tub. The patio screens are torn and were patched with another ****** of screen and also hot glued on a long rip that also became undone. I pay over ***** for a 2 bedroom unit!! Why is this place such a disaster and lack of any professional resolve??

  Business Response

  Date: 10/10/2023

  Dear ******,
  
  We thank you for choosing ***************************** as your new home, and regret to hear that your experience so far has been anything less than fantastic.  
  
  Regarding the carpet, in a recorded phone call on 9/15/23, you asked our Leasing Manager if the carpet in your future home would be new, and she explained that it would depend on the condition of the carpet at the time of the move out.  In the case of your home, we determined that the carpet was in good condition and proceeded to have it deep cleaned by a professional carpet cleaning company.  
  
  On your move in date, 9/19/23, you indicated to us that immediately upon entering the home, you experienced an allergic reaction, possibly to a prior pet being in the home.  Based on your request and the documentation you submitted, we scheduled a full carpet and pad replacement right away, which was completed the following morning, 9/20/23. 
  
  Following the carpet replacement, you indicated that there was a pet/urine odor in the master bathroom of your home and requested new vinyl flooring.  On 9/22/23, 2 MAA representatives completed an inspection of that area in your home and did not find that any such odor was present.  
  
  On 9/26/23, another inspection was completed by 2 MAA representatives (1 who had been previously, and 1 who had not), and no pet or urine odor was found.  However, we did schedule a deep cleaning of both bathrooms, which was done on 9/28/23.  After that cleaning, the leaseholder indicated to us that they/you were satisfied with the outcome, and we closed out the ticket on our end.  
  
  Then, on 10/9/23, you came into the leasing office and spoke with our Assistant Property Manager, and expressed some concerns about outstanding maintenance issues, including a request again for vinyl flooring replacement.  We scheduled a walk through with you for Thursday 10/12/23, during which time we will assess all of those concerns (listed below), and address as appropriate.  
  
  On 10/10/23, I called you and went over the list that you had discussed the day prior with our team member (below), confirmed who would be attending the walk through on Thursday.  As I mentioned on that call, some items on that list are certainly things that we can address.  However, the vinyl flooring will not be replaced.
  -master bathroom toilet flush issue
  -patio screen tear
  -metal kitchen sink stopper missing
  -paint touch ups
  -concerns about a reported odor in vinyl flooring/both bathrooms

  Photos of your home that were taken on 9/18/23 during our pre-move in inspection, are attached to this response.

• Initial Complaint

  Date:10/06/2023

  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.

  Im trying to get in touch with somebody, anybody, corporate or something because its no way possible working individuals who paid their rent on time! Thats not breaking their lease should be basically put out because of our apartments thats damaged from a fire that wasnt out fault! ********** has been told to restore ************ have not we have been without power since last Saturday.We are told they have no available apartments to move us too. They are condemning the *************** want us out!Even after the fire report said some apartments are livable they will not give us a update on when power will be restored by duke power. This place is terrible & its very unfair and the property manager is not empathetic at all!help us!!! Were basically homeless because of the property management team or basically your company!!!

  Business Response

  Date: 10/18/2023

  Unfortunately this apartment was damaged along with several others in a fire.  ***************** confirmed they would not turn power back on in this unit for safety reasons and we had no other choice.  This resident has since moved out.

• Initial Complaint

  Date:09/26/2023

  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.

  I am a bit frustrated due to the fact I have emailed, put in requests, and had meetings to resolve multiple issues in which October will be a new month as I feel there may be no resolution. I have multiple emails stating resolutions and time frames. I left my home for a week and I was told the tub would be resurfaced since no other option is available to me and that will hold me over until the end of lease. From the ***** the apartment would be vacant so that the 48 hours explained to me would not interfere with my schedule. I returned and nothing had been done. When speaking with **** he explained the tub will be done sometime this upcoming week which now leaves me with no shower for another 48 hours in which I been going through this for a course of months. I have been told I need to pay then it would be just resolved for me. I was told via email the situation with the light bill would be resolved prior to the bill being generated and that has not happened. I have been going through an ice cold apartment I had to leave because ice was building and it took months to were a company outside resolved by changing the cover to the ac unit.I have asked maintenance for a rubber insole for my sink they never returned I let it be. I have resigned a lease feeling trapped with unresolved issues with this particular apartment.I have lists of maintenance requests that have been done such as the wiring, the charging ports, the ac unit, tub, closet door, washer, lights, sink, flying roaches. I feel like maintenance has been here more than I have been.I have had an ant infestation, spiders, nats, flying roaches I pay so much for a place not worth the price. Worst experience.Also my windows are painted in shut! This is hazardous, if there was ever a fire I would not make it out alive! This apartment is unsafe.

  Business Response

  Date: 10/02/2023

  The tub has been resurfaced since the complaint was filed. we were at the mercy of our vendors availability. Unit has been added to the list for pest control services. 

• Initial Complaint

  Date:09/24/2023

  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 moved out of my apartment on 8/20. I gave written notice that I would be leaving that day, i turned in my keys, parking pass etc. This was the day my lease ended.My final bill contains a charge of $697 which they say is rent from 8/20-8/24 because they had a question and could not remove me from their system. (This is stated in provided emails).I was clear that I had intention of leaving on 8/20 and followed up on my actions. Tacking on almost $700 in fees is and threatening collections is bad business.

  Business Response

  Date: 10/03/2023

  Leasing consultant, ******************* called past resident ******************************* and left a voicemail on July 19, *************************************************** person conversation and reminded her about our required written notice. ****** reached out to the resident on numerous occasions via email and VM regarding her lease renewal. 
  
  On Saturday, July 22nd the resident left the attached written notice in the door jam of the leasing office. ***********************, our maintenance supervisor placed the written notice on *******************' desk and the notice was dated for July 10th, however we did not receive this notice in office until 7/22. We then placed the resident on a 60 day notice and let her know she would be rent responsible through September 20th, she was then charged through a 60 day written notice period. 
  
  *******'s notice would have been due June 20th and her lease end date was August 19th. 
  
  We explained this in full to *******, however she continued to question the charges on her account. Below is the excerpt from the ************************ lease agreement regarding our 60 day required written notice period:
  
  3. WRITTEN NOTICE TO VACATE REQUIREMENT AND AUTOMATIC RENEWAL TERM 3.1 Either party may terminate this Lease at the end of the initial Lease term by delivering to the other party sixty (60) days' written notice prior to the Lease End Date. 3.2 Without sixty (60) days' prior written notice, then this Lease will automatically renew on a month-to-month basis.During any month-to-month tenancy, in Document version: 4 Document created: 6/20/2022 2:47:59 PM Page 2 of 28 addition to any increase in Monthly Rent and Additional Sums, the terms of Landlords then most current residential lease agreement will apply and You will be deemed to have agreed to such terms by continuing Your lease on a month-to-month basis. Landlord will make the most current residential lease agreement available to You upon Your written request. Your Lease will continue to automatically renew on a month-to-month basis until (a) the parties enter into a renewal lease for the Apartment; or (b) this Lease is terminated by either party providing to the other party not less than thirty (30) days' prior written notice of termination. If prior written notice of termination is provided, the Lease will terminate on the date indicated in the notice but in any event not less than thirty (30) days following the date of the notice.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20649840
  
  I am rejecting this response because:

  As the business provided evidence, I stated I was leaving my residence on 8/20/2023. It was very thoughtful of them to provide that evidence. 

  Also as previously stated in my initial response there are 2 charges for lack of notice and ***** (MAA) stated via email (attached to complaint) that the charge of $697 is rent from 8/20-8/23 which is absurd since I left the residence on 8/20 as stated so charging rent beyond that is unfair business practice.

  The business response completely disregards the cause of the initial complaint.

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

  Business Response

  Date: 10/11/2023

  The lease agreement signed by ******************** clearly states that a 60 day written notice is required to terminate the lease.  The written notice we received was not received in the required time period to end the lease on 8/20 which is what resulted in the additional charges. The excerpt of the lease agreement that pertains to the required notice period is as follows:  
  WRITTEN NOTICE TO VACATE REQUIREMENT AND AUTOMATIC RENEWAL TERM 3.1 Either party may terminate this Lease at the end of the initial Lease term by delivering to the other party sixty (60) days' written notice prior to the Lease End Date. 3.2 Without sixty (60) days' prior written notice, then this Lease will automatically renew on a month-to-month basis. During any month-to-month tenancy, in addition to any increase in Monthly Rent and Additional Sums, the terms of Landlords then most current residential lease agreement will apply and You will be deemed to have agreed to such terms by continuing Your lease on a month-to-month basis. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20649840
  
  I am rejecting this response because:

  Again the business has failed to address the original complaint. 

  Fact: i terminated my lease on 8/20 as I notified the business

  Fact: i moved out and turned in my keys and parking pass on 8/19 (before 8/20)

  Fact: the business charged me TWO insufficient notice fees and charged me for rent when i DID NOT LIVE THERE

  Fact: ***** the second fee of $697 is what is being contested here ****** 

  Fact: **** There is also a charge of 4 days rent, because "you moved me out the system on the 23rd and not the 20th,which is when I actually moved out*** that is also being contested (screenshot of email attached)

  So maybe start addressing your convoluted accounting rather than restating nonsense.

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

  Business Response

  Date: 10/17/2023

  Good afternoon, 

  I would like to further clarify each point that ******************** is questioning.  Below are the facts as entered by ********************, followed by our response.

  Fact: i terminated my lease on 8/20 as I notified the business
  Our Response: ******************** submitted her 60 day written notice to the leasing office and placed it in the door jam on July 22, 2023. With the required 60 day notice period as outlined in Ms. ********* lease she was rent responsible through September 20, 2023
  

  Fact: i moved out and turned in my keys and parking pass on 8/19 (before 8/20)
  Our Response: Keys were surrendered before her 60 day notice was fulfilled. ******************** surrendered keys on 8/19 which resulted in the additional charges for insufficient notice

  Fact: the business charged me TWO insufficient notice fees and charged me for rent when i DID NOT LIVE THERE Fact: ***** the second fee of $697 is what is being contested here ****** 
  Our Response: An insufficient notice fee (based on the month to month lease rate) was charged from August 24th-September 20th,which fulfilled her rent responsibility through her 60 day notice. The month-to month rate is $2805 and uploaded as an attachment.  $2594 is the prorated amount due and the total of $697 + $1897.

  
  Fact: ****There is also a charge of 4 days rent, because "you moved me out the system on the 23rd and not the 20th,which is when I actually moved out*** that is also being contested (screenshot of email attached)
  Our Response: *******************************, Property manager, emailed ******************** and asked her how she wished to move forward regarding the fulfillment of her 60 day notice. Once ******************** responded, we moved forward with proceeding to move her out and process her statement of deposit accounting on August 23rd. 

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20649840
  
  I am rejecting this response because:

   

  Again, the response from the business fails to address the original complaint.

  I was absolutely CLEAR  about what my actions were, moving out Aug 20th. The business had a question on Aug 23rd, this is not my fault and does not mean they should charge rent because they did not move me out of their system I was still moved out of the apartment. Their internal systems and processing are outside my control and I completed by obligation as a renter.

   

  Repeating their statements does not make their actions any more fair. This is why I reported them to the BBB in the first place.

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

• Initial Complaint

  Date:09/20/2023

  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.

  MAA (Colonial Grande at ********** location in ********** **) put over $6,000 onto my collections account not only ruining my credit but most importantly has made it impossible for me to live anywhere. We have gone back and forth on the entire collection, the amounts, etc. I am currently homeless because of this situation, I have no friends or family to help me pay for this collection, and I feel the amount is too much, as it is, because there was someone living in the unit before I had officially moved out. (that's not on paper so no real proof of that....)I am able to pay $3,000 to pay off the collection and to have it removed from my collections account. I'd like ******************** to know this as I don't think MAA is getting the word from ***************************** (the debt collection company). Currently, MAA wants $3,800, I can't afford that. Because of this collection, I can't rent anywhere. I've never been in a situation like this before and I know in the future it definitely won't happen again. I've been extremely suicidal because of it. Do you know what it feels like to have no help in life and now have no where to go because of a simple collection on an account? When I call ********************** complexes explaining my situation of owing an apartment (but not an eviction), I'm treated like a felon. I'm actually thinking about killing myself over it. I'm simply asking for a little bit of ***** and human compassion on your end as I know this isn't a company screen; there's a human outside of this situation. Can we please settle for $3,000? I'm in temporary housing right now and it ends in 9 days. After that, because of this collection, I'll have no where to go and be homeless unless we can settle for $3,000.I don't need the suicide prevention hotline: I need to settle this debt for all that I'm able to give. I'm worth $3,000 : MAA is worth $15,000,000,000 (15 billion) - Let's worth this out

  Business Response

  Date: 10/02/2023

  Full details can be found in BBB Consumer Complaint #******** for ** at Edgewater.  

  
  The balance on this account is accurate and based on the terms of the rental contract. On April 5, 2023, the co-lease holder spoke to our assistant manager regarding the balance.  She advised him the account had been sent to our collection agency in September 2022 and that he would need to reach out directly to the collection agency to discuss payment options.

  
  On August 3, 2023 we were notified by ***************************** that **************** and *** **** requested a settlement offer of $3500.00.  At that time we offered a settlement of $3800.  This was a 40% reduction to the original balance due.    

• Initial Complaint

  Date:09/14/2023

  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 rented an apartment at the *********** location for a year, and have spent 22,000$ or more here and I have been mistreated and scammed. I recently moved out of the apartment and was talking to ***************************** about the move out inspection & final bill total. ***** has been rude and ignoring my response to the total billing charges I dont agree with. *** called the office and asked to talk to someone else about the situation two times the first time they said I could, and call back tomorrow. Second time they told me only ***** can assist me, although there is no communication. *** emailed her and she didnt answer. *** sent a email on the resident portal no answer. And called 2 times ***** thinks that I need to pay for the damages to the apartment out of pocket when Ive provided my rental insurance to them. 2,500$ out of pocket, and she also told me I have to make the insurance claims for her. I told her I am not paying 2,500$ out of pocket and ** not doing her job for her either. She is trying to bill me for a door repair when my apartment was broken into and claims it was a guest of the apartment, it was in fact not. Maintenance fixed it that way. She told me Im months behind on the water bill which is not true I have proof Ive paid. Told me I have to replace all carpet when all it needs is a shampoo. And she claims there was big, huge holes in the walls at move out when I have proof there was not anything beyond a nail hole, And I have to pay for the whole place to be repainted. Out of pocket. Some of this is normal wear and tear, and illegal to charge me for. This is absolutely ridiculous, This is being dragged out in her hopes she can get me to pay $2500 for her to pocket. I have made it known I would like to speak to somebody else about the move out and Im just being ignored. I just want to be done with this and pay for the actual needed charges through insurance and not be scammed. If the issue does not get fixed, Im going to talk to my lawyer.

  Business Response

  Date: 09/26/2023

  MAA Management contacted the former resident, left messages,received no response and followed up with an email explaining the move out charges.The former resident was charged for damages to the apartment during her residency, final water and rent charges outlined in the lease contract.
  A sixty-day written notice is required when vacating the apartment. The former resident notice was less than sixty-days and the resident was charged rent for the remaining days.
  Water charges are billed to residents in arrears with residents receiving the first charges 45 60 days after their move in and continue to be billed 60 days in arrears throughout their residency. At move out, residents receive a final bill for water charges through their move out date. The former resident moved in August 31, 2022 and paid her first water bill with her November rent. The water charges covered the period of 8/31/22-9/6/22; December rent resident paid the water charges for the dates of 9/6/22-10/3/22. With residents August 2023 rent resident paid the water charges for the dates of 5/2/23-6/1/23. The former resident final water charges at move out covered the water charges for 6/1/23-8/30/23. The former resident was provided a copy of her payment ledger showing the dates of the water charges billed with rent each month.
  Damages to the apartment were charged to the former resident. 
  -New carpet was install in the apartment before the former residents move in to the apartment. When the resident moved out there was pet urine damage to the carpet, pad and subfloor. The carpet and pad had to be removed and the subfloor treated to rid the apartment of the urine odor and the damaged carpet. The expense for the pet damaged was billed to the former resident and pictures of the damage provided to the former resident.
  -The apartment was painted prior to the former resident move in to the apartment. When the former resident moved out there was crayon wax on the walls of the apartment. The expense of the damage to remove the crayon was billed to the former resident and pictures provided.
  -The resident was charged for the front door frame being damaged. The resident notified management in writing that her childs father had kicked in the front door causing damage to the doorframe. The former resident was provided a copy of the written notification she submitted.
  The lease contract outlines the residents responsibility for paying rent, utility and damage charges. The charges on the residents move out statement are accurate.

  Customer Answer

  Date: 10/01/2023

  I am rejecting this response because: 

  I have sent ***** emails, called the leasing office, called the corporate office and the issue is still not resolved. I left corporate voicemails stating that I would like to speak to someone else about the situation and I called the leasing office twice and requested to speak to someone else and even sent ***** an email stating I would like to speak to someone besides her about the situation and my request was never fulfilled. They lied to me and told me only ***** in the whole leasing office could assist me. ***** told me cooperate forwarded the messages to her. Resulting in only ***** contacting me. ***** only responded to my prior emails and calls because I submitted the BBB review and contacted cooperate. The first move out total statement bill I received totaled $1,995.34. I then later tried to look at the balance and the website said that that move out statement couldn't load, because it was deleted. Somehow it magically adjusted to now $3,151.60 in regards to me calling cooperate and submitting the review.

  
  As far as the sixty-day notice I received on my door 8 days late, my response of whether or not I was going to stay or move was late as a result of it being late on my end. I emailed them that I will not be staying the day after I received the notice and since they failed to properly inform me, I am being charged. I Also have screenshots of my water bill that I paid for **** June, July, and not August since the August water bill is included in the move-out total fees that are completely rediculous. I was in fact not provided any documents at move-out when I signed the move out paper. I was told that I will be contacted later when they do the walk through. 

  
  When I lived in the apartment there was a pumbing issue that I submitted several maintenance requests for and they did work on several times and the root of the issue was never resolved. My toilet actually flooded my apartment and the downstairs neighbors apartment because of this. That's why the floor padding was damaged. I didn't get any pictures of what I'm being charged for. All I got was a description from *****. The walls in the apartment were scrubbed for a whole day all the marks and what not. I took 2 days off of work to clean the apartment thoroughly and greatly regret that since I'm being treated as if I didn't move a finger. I was also charged for "huge holes in the walls" she failed to mention witch was not true there was nothing beyond a nail hole.  

  
   As far as my door being kicked in by my childs ******* Me and his dad are not together. He has never been wanted or welcome in my home. Nowhere on the lease did it have his name, he didn't sign it. Nor was he ever listed as an occupant of the apartment. So Kareys assumption is incorrect and invalid to charge me for his damage. I would also like to bring attention to how she locked me out of my resident portal which includes where I've made all payments (that I previously screen shotted) and where I would make the final payment. If I need to send attachments of all payments I have made (including water) , pictures of the apartment at move out, communication I have had with MAA, the billing total changing 2 times ect. I will if needed.

  
  This is so ridiculous and dragged out, I've been trying to speak to someone else besides ***** at the leasing office for almost a whole month now. All I want is this to be fair on both ends. The charges need to be reevaluated and submitted through insurance. Whatever is left after the insurance is applied and we both can agree on the charges, I will be responsible for. There is no reason this has to be prolonged for a whole month and never ending.

  Sincerely,
  
  Sloane Keys
  

  
  

  Business Response

  Date: 10/13/2023

  MMAA has responded to Sloanes messages to the MAA ***************** Senior Property Manager for MAA Lake ****** called ***** on September 15, 2023 and September 22, 2023 both times leaving a message for ****** to return the call. On September 22, 2023, an email was sent to ****** as follow up to the two voice messages. To date, ****** has not responded to either voice mail or the email. All MAA phone calls are recorded with a transcript. Attached is documentation of the phone calls made to Sloane and a copy of the email.
  MAA lease contract requires a 60 day written notice when a resident plans to vacate the apartment. ******* lease contract with MAA began on August 31, 2022 August 30, 2023. On May 22, 2023, MAA sent ***** a renewal offer letter and in the letter it reminds residents that a 60 day written notice is required. On July 4, 2023, MAA sent ****** a renewal reminder email again reminding her a written 60-day notice is required. ***** submitted her written notice on July 10, 2023 making the end of Sloanes 60-day notice period September 9, 2023. Charges for water are billed and paid two months in arrears, as  again explained to ******, in the email dated September 22, 2023. Attached is a copy of the lease contract, the renewal letter, the renewal reminder email, ******* written notice and payment ledger showing the dates of the water charges each month.
  The damage done to the carpet and pad were due to dog urine.The apartment had a strong urine odor at move out and pictures of the pet urine damage to the carpet were included in the move out inspection sent to ****** with her final move out statement. Attached is a copy of the move out statement,move out inspection including pictures and a copy of the email sent to ****** showing the move out inspection attachment.
  MAA Lease contract states residents are responsible for the actions of their guests, inviteesand residents are responsible for damages to the apartment. By ******* own statement, her childs father did the damage to the apartment doorframe. Attached is a copy of the lease contract.
  MAA has contacted ****** to resolve the issue and ****** has not responded to either the voice messages or the email. The move out charges are accurate and documentation has been submitted to support the charges.ore Information...

  Business Response

  Date: 10/13/2023

  Additional documentation to rejection response.

  Business Response

  Date: 10/13/2023

  MAA has responded to Sloanes messages to the MAA ***************** Senior Property Manager for MAA Lake ****** called ***** on September 15, 2023 and September 22, 2023 both times leaving a message for ****** to return the call. On September 22, 2023, an email was sent to ****** as follow up to the two voice messages. To date, ****** has not responded to either voice mail or the email. All MAA phone calls are recorded with a transcript. Documentation of the phone calls made to Sloane and a copy of the email provided to BBB.
  MAA lease contract requires a 60 day written notice when a resident plans to vacate the apartment. ******* lease contract with MAA began on August 31, 2022 August 30, 2023. On May 22, 2023, MAA sent ***** a renewal offer letter and in the letter it reminds residents that a 60 day written notice is required. On July 4, 2023, MAA sent ****** a renewal reminder email again reminding her a written 60-day notice is required. ***** submitted her written notice on July 10, 2023 making the end of Sloanes 60-day notice period September 9, 2023. Charges for water are billed and paid two months in arrears, as  again explained to ******, in the email dated September 22, 2023. Documentation provided to BBB a copy of the lease contract,the renewal letter, the renewal reminder email, ******* written notice and payment ledger showing the dates of the water charges each month.
  The damage done to the carpet and pad were due to dog urine.The apartment had a strong urine odor at move out and pictures of the pet urine damage to the carpet were included in the move out inspection sent to ****** with her final move out statement. A copy of the move out statement, move out inspection including pictures and a copy of the email sent to ****** showing the move out inspection attachment provided to BBB.
  MAA Lease contract states residents are responsible for the actions of their guests, inviteesand residents are responsible for damages to the apartment. By ******* own statement, her childs father did the damage to the apartment doorframe.
  MAA has contacted ****** to resolve the issue and ****** has not responded to either the voice messages or the email. The move out charges are accurate and documentation has been submitted to support the charges.Tell us why here...

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20607180
  
  I am rejecting this response because:

  This business is so poorly ran and operated. Instead of trying to find a solution or talk to me and resolve the problem, they just want to go back-and-forth. I have never spoke to management the many times that I have tried to reach out to them I was sent to voicemail and *** never spoke to corporate directly. They forwarded all my voicemails to *****, the person that I requested to not speak to, and never cared to hear my side of the story, and immediately just said what was told by *****. The problem is still here and will never go away. Im done going back-and-forth and wasting my time and energy. Just because I said that my childs father kicked in my apartment door does not mean that we are together, so stop with your assumptions. He has never been a guest or Invitee in that apartment. As *** already said before, I have requested to speak to somebody else at the Lake ****** leasing office, multiple times. I called, left voice messages, left many emails and I was completely ignored. I had to submit this BBB review just for them to answer. Again as Ive already stated before, the apartment was flooded by the toilet and flooded my whole apartment and downstairs apartment, that I had to request multiple maintenance request for the plumbing in general, Its not from pet urine. After I submitted this review, the final move out total went up $1500. First ***** said that the damage charges were for big huge holes in the walls and then corporate said that it was from crayon wax residue they cant even keep up with their own lies. MAA Lake ****** is very poorly operated, and just a scam. MAA lake ****** leasing office, and MAA management is a horrible business, They treat people horrible to say the least. I would never recommend this business to anybody, and if you are considering living here do not. *** spent so much money here and got treated so horrible. Not to mention, the $2000 a month rent isnt even worth it. This place is a disaster. The reviews are only good because they bribe people with money to write good reviews. There is dog f**** throughout the whole complex, the breezeways are absolutely disgusting, filled with cigarette buds, spiders, roaches, and trash. When I lived here, so many cars have gotten broken into, and there is not nearly enough parking. I give MAA Lake ****** a 0/10. Management is horrible, this is not luxury living like they state on the website. But anyways, like I said, Im done going back-and-forth and wasting my time. You will never win an argument with a narcissist. MAA can do whatever they want bill me what they want, Im tired of going back and forth and again, I would not recommend this place to anybody. 

  Sincerely,

  
  Sloane Keys