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 Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
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  MAA Westport

  850 Washburn Ave Louisville, KY 40222

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  MAA Lakepointe

  2334 Lake Park Rd Lexington, KY 40502

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/13/2023

  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 was the resident of ****************************************. I have been charged with many illegitimate charges after I moved out of apartment. 1. I have formally requested a pre-move-out inspection, but unfortunately, they are charging me for things that were not disclosed during the inspection process.(proofs attached)2. The odor and carpet damages in my unit were a direct result of multiple leakages from the apartment above. In an effort to address the issue, chemical treatments were administered, which may have contributed to the lingering odor in the unit. Also, the carpet in the unit was at least **** years old and was in a bad shape.In the first week, MAA provided me with a sheet detailing some charges, and in the following week, they introduced a few new charges. I believe the management is plotting something against me, which is why they keep adding these charges. I don't believe there was any odor when I vacated the apartment, which is why their initial charges didn't include any odor-related expenses. However, something must have occurred while they were working on other aspects of the apartment, leading to the development of the odor.3. Roof of my bathroom had collapsed in the bathtub completely, resulting in significant damage. I have already submitted a request through the portal to report this incident.MAA is now charging me for damages to the tub, for which I am not responsible.4.MAA management has been unable to provide any substantial evidence or proof to support the damages they are claiming. The proofs they have provided thus far are vague and fail to establish a clear connection between these damages and my actions.MAA emailed me saying they have no proofs.5. I have concrete evidence in the form of the post-move-in inspection sheet that clearly demonstrates the poor state of the unit at that time.6. I opted for the express cleaning by paying $175 because it was promised as a HASSLE-FREE move out. But I am facing lot of hassles and harrasment.

  Business Response

  Date: 07/21/2023

  The resident of ********************* was charged for a master bathtub resurfacing, heavy oil stains on the walls, and a heavy odor throughout unit. The resident opted to use the ************************ and it was explained via email that the service will only cover a general cleaning of the apartment. Any extra cleaning required after move-out will result in additional charges being assessed to their final statement. Communications via email were sent that our pre-moveout inspection is to prepare for their unit to be renovated post move-out. A member of our service team and our renovations contractor visited the apartment to measure countertops and cabinets. It was never stated that we utilize the pre-moveout inspection to determine what will be charged at moveout, as that cannot be properly determined in an inspection that happens a month plus before their scheduled moveout date. The resident's wall damage was assessed once the unit became vacant, and it was determined that there were heavy and excessive oil stains on the walls throughout the unit. The heavy odor left behind in the unit was not due to any leaks that occurred, as the odor was of heavy spices and body odor. Before requesting the odor treatment from our vendor, we replaced the padding/carpet, and our in-house maintenance team used an o-zone machine, which is used to purify the air and remove bacteria and odors. This machine was used multiple days in a row,however, the odor still lingered, and we had a new tenant expected to move in.The technician who performed the odor treatment explained that the unit smelled of an animal, however, there were not any animals in the unit during their tenure (that we were made aware of). The master bathtub had excessive grime after the resident moved out, which is likely due to years of not properly cleaning to prevent substantial buildup of grime and dirt.

  Upon initial dispute of the move out charges by former resident, Management did agree to credit back one resurface of tub charge ($175), and a kitchen light cover ($25) from the final balance. A copy of the resurface invoice and the odor treatment invoice will be sent to former resident today, per their request. We did not charge for carpet replacement due to the age of the carpet.

   

  Thank you.

  Customer Answer

  Date: 08/01/2023

  I am not satisfied with the business response. 

  The species smell  was preexisting when I moved to the apartment. But since I was okay with that smell, I didn't raise it as an issue. Moreover, multiple leakages happened in the unit because of the pipe-burst in the above apartment. I still think that the odor, if there is any, is due to water leakages and chemical treatment. If business do not think this is because of these reasons then they should provide proofs about it. 

  Importantly, Business has not provided me any proofs why they think I am responsible for the odor. I have asked for the proofs couple of times but did not get any satisfactory response. I think business does not posses it thats why they are not sharing.

  Also, I have raised a pre move out inspection request and MAA just gave me 2 points that I took care while vacating the apartment. I was expecting MAA to inform me about this in the pre move out inspection.

  I did not agree with the odor and tub charges. The rest others I'm ready to pay.

• Initial Complaint

  Date:07/05/2023

  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 writing to address a concern regarding the unjustified charges ($580.95) for carpet replacement in ***************, Apartment #***, ****** ** *****. As a tenant who has lived in the apartment for the past four years, I have taken utmost care in maintaining the apartment and ensuring its cleanliness. I regularly vacuumed and spot-cleaned the carpet to keep it in good condition. Upon my departure, I conducted a thorough cleaning of the entire unit, including the carpet. Carpets have a finite lifespan, and after four years of use, it is reasonable to expect some degree of wear and tear. It should not be considered carpet damage for which carpet replacement charges have been imposed. Attached pictures.Regarding the so-called stained carpet: the carpet can be swayed one way and be dark and be swayed the other to be light. It's funny how the pictures don't correctly show that there were no stains other than normal wear signs in high traffic areas due to regular use of 4 years. That should not be considered damage at all.I can understand the landlord's intent to replace the carpet as it's nearing the end of life... but imposing those charges onto the previous tenant for a normal usage is not fair. That too the replacement of the whole apartment for few wear and tear signs. Worst case the carpet cleaning fee should have been imposed on me.Attached pictures. Disputing these charges of $580.95 through bbb.org.

  Business Response

  Date: 07/06/2023

  Hello - I received your message regarding the carpet replacement in your prior apartment home, located at ****************************************************************. I do apologize you have been inconvenienced and I hope to help outline why the charge of the carpet was applied to your move out fees.

  I have reviewed your photos against the photos the team took at move out. After inspection of both, it is deemed this carpet needed replaced. The stains were above the level of "normal wear and tear" and we could not save the carpet or have that much damage for the next resident. It is our responsibility to have apartment homes in the best shape for the next renter and in this case the carpet was not salvageable. Carpet life expectancy is 5years and in this case the carpet was new when you moved in, which means the carpet was only 4 years old at your move out. I also reviewed your move in inspection sheet for more data to ensure we are doing what is right, there was nothing listed on your move in inspection form of damages to the carpet. 

  Carpet cost for that apartment home was pro-rated for age of the carpet. In this case the team charged only 40% of the total cost of the carpet per the move out charge list you signed with your lease at move in and was provided to you at time you placed your notice. 

  The charges will stand as we incurred the cost due to damage and excessive stains throughout. 

• Initial Complaint

  Date:06/23/2023

  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.

  On or about January 4, 2023, I paid the required amount ($3,646.00) to break my lease. This was after several complaints about marijuana smoke coming into my apartment on a continuous basis through the vents in the apartment. After several calls to the leasing office, I sent an e-mail on 11/09/2022. In this e-mail I advise that the smell was triggering medical issues for my daughter. I was told that smoking was allowed in the apartments in the complex. They offered to move me to another apartment, however they couldn't guarantee I wouldn't have the same issue. I contacted an attorney who sent them a letter advising that they were allowing behavior that interfered with the peaceful enjoyment of my home and they were in violation of the landlord tenant act. They responded by denying the allegation, yet no one in the leasing office ever denied the fact that they allowed this action to continue. I am also a federal worker and have never engaged in smoking marijuana and I felt this could jeopardize my livelihood as I work from home and if needed, they could come to my house at any time to interview me regarding my security clearance. I never asked to not pay anything, I only wanted them to work with me as this was something that was out of my control. My neighbor across the breezeway also experienced the same thing.After moving I called several times to the main number *************) and NO ONE ever bothered to return my call. I spent 10 years as a tenant with MAA between 2 of their properties. It is absolutely disgusting that illegal behavior is allowed and when a loyal tenant, who paid rent on time for 10 years (I had 1 late payment due to me thinking it was due on the 5th and not on the 3rd of the month) is forced into a financial bind because they do not accept the behaviors of their neighbors.I am looking for a negotiated refund.

  Business Response

  Date: 07/05/2023

  We explained to the resident that we were not a smoke free community in regard to cigarette smoke.  In regard to the claims of smelling marijuana, we did all within our control to address the issue.   The property manager made every attempt within her control to set expectations with surrounding residents that the act of smoking marijuana would not be tolerated.  Property Manager sent notices to each door regarding the matter and directed residents to contact the Police to report any suspicious activity.  The property manager also spoke with the onsite courtesy officer to explain the concern and asked for additional patrols around the building.  We also asked the resident to contact the police if she encountered the issue as that would be the only way to legally handle the situation.  To our knowledge, the police could not pinpoint or verify the issue, nor could we.  We responded to the residents attorney and offered to discuss the matter, but the attorney never responded. 
  
  To resolve the residents concerns, the property manager offered a transfer to another unit and agreed to waive the typical mid-lease transfer fee of $500.  However, we explained that we cannot guarantee that she would not smell smoke in another unit, as the property was not a designated smoke free community.  The property manager did inform the resident that we did have two sister properties in the Mt. Pleasant area that were certified smoke free communities and offered to give her rental information on both,again waiving the $500 transfer fee.  The resident instead elected to terminate the lease early, and we charged the same early termination fees that we charge all residents under the lease agreement.  We did all within our control in attempt to address the residents concern, and we do not believe there is any contractual basis for the resident to terminate the lease early without following the standard early termination procedure that all residents must follow.   

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20229543
  
  I am rejecting this response because:  The property manager never once came to the building to determine if they could pinpoint the location of the complaint.  Obviously there is no concern for residents within your communities.  Yes, I was advised that I could move to another building but was told there was no guarantee that this would not reoccur.  Nor did the property manager speak to anyone else in the building to determine the situation.  It is sad that nothing was investigated and my concerns were dismissed.  This is obviously about money and that is very sad.  I understand that MAA is a business, but when a business is in the wrong, the customer should not be penalized.  There was not even an attempt to negotiate with me or discuss it any further.  And as for my attorney, her name was on the letter and the address was on the letterhead.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/17/2023

  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.

  This is a formal complaint against MAA CENTENNIAL PARK property for their reprehensible conduct and gross negligence, which has caused significant distress, financial expenses, and violated my rights as a tenant. I lived the for 4 years and can prove that the property allows marijuana smoking daily and drug use on its properties despite being notified and being aware of issues. I was once told by one of its leading agents that MAA has no responsibility to keep its tentants safe and recommended I get a gun, because I was a petite woman (name of agent can be provided upon request)To make matters worse, this year the leasing office's incompetence managed to lose my leasing contract for the year 2022-2023 which led to living on the property without a valid contract for 10 months up until the day I gave my 60 day notice in which I was made to sign a new one when they discovered I didnt actually have a contract on file. Furthermore, I was not given a formal pre-move walkthrough despite having scheduled an appointment and demanding that itd be perform, as part of my tenant rights, for three consecutive days after they failed to show up, being told that only ********************************* was allowed to do it, they refused to do it, and she left work early on the last possible weekday, refusing to come back and complete her duties. The assistant property manager, *********************************, has displayed a shocking lack of professionalism, disregard for my repeated attempts at communication, and failure to perform her work duties. Despite my persistent efforts to address these issues,****** has consistently ignored my numerous emails (8) phone calls, and voicemails. Citing she replied to ONE of the emails in which she had asked me to sign a notice to vacate form AFTER I vacated the property, continuing to ignore all the other subsequent emails, demand for a copy of the form I had signed upon vacating, and demand to escalate this issue. This blatant refusal to respond demonstrates a complete lack of regard for basic customer service standards and raises serious concerns about the competence and accountability of MAA CENTENNIAL PARK property.Moreover, when I finally managed reach ****** (only by contacting corporate offices), she lied about the amount of time she had been working at the property, and provided nothing but excuses, stating that the leasing agents were not supposed to schedule me for a walkthrough, and were not supposed to take my unit keys until 1 week before the lease end date, which is a complete lie. Her behavior has been utterly unacceptable. She not only dismissed my valid concerns without providing any resolution or assistance but also went as far as intentionally hanging up the phone on TWO separate occasions, effectively denying me the opportunity to address the matter directly. Such unprofessional conduct is a clear violation of ethical standards, her ability to be in a position of leadership, and reflects poorly on MAA property as a whole.This complaint serves as a final warning that I am prepared to take legal action if ************************** fails to promptly investigate the behaviors and work practices of *****************************, including her failure to perform her basic duties, leaving work early, lying repeatedly, and hanging on the phone twice without justification . I have substancial documentation and calls are recorded for proof if theres ANY discrepancy in the story of MAA centennial I will expose all of these publicly. Her actions, coupled with the leasing office's incompetence, have caused me significant financial and emotional distress. I demand an immediate and thorough investigation into ******************* conduct, as well as appropriate disciplinary action. Furthermore, I insist on being contacted directly by a corporate representative from MAA to discuss this matter in detail and seek a resolution that adequately addresses the damages caused by their negligence and ******************** unprofessionalism.Please be advised that should the BBB and MAA fail to take immediate and effective action, I will pursue aggressive legal remedies to ensure my rights are protected, compensation is provided, and this unacceptable behavior is not repeated.I expect a prompt response and immediate action from both the BBB and MAA to rectify this situation. Failure to do so will result in the escalation of legal proceedings and the pursuit of all available remedies to hold MAA property accountable.

  Business Response

  Date: 06/30/2023

  To whom it may concern,

  In reference to the complaint made by ****************** against MAA Centennial Park, we'd like to address the concern surrounding the pre move out inspection, employee unprofessionalism and communication. 

  It is our goal to conduct a pre move out inspection with the resident when time permits. If time doesn't permit management always completes a move out inspection with photos that are sent to the resident with their final account statement. In the case of ****************, the leasing consultant did a walk through with the resident on the day she was handing over keys. Per her lease she was still rent responsible until 6/8/2023.  Due to not giving a sufficient notice to vacate, her scheduled move out date became 6/11/2023.  ******************** completed a move out inspection on June 11th 2023 and a revised final account statement was forwarded to the resident on June 20th,2023  after we credited her in good faith for the 3 extra days. The final account statement resulted in no charges or no further financial responsibilities to the resident with the exception of her final water bill and a carpet clean. 

  We apologize if she may not have received a response in a timely manner, the new Assistant Manger was floating between 2 properties and was not available to MAA Centennial Park daily. After speaking to ***************, she did express during emails and phone conversations that ****************** was irate and hostile with her communication. During one of their last phone communications one of our leasing consultants witnessed the hostile tone from the resident. 

  We do not encourage discourteous communication from staff to renters, with the same expectation from renters to staff.  I have spoken to **************** to ensure that all communication be courteous, professional, timely and effective. Our company provides customer service and conflict resolution training, these have been provided to ***************** 

  The Property Manger of MAA Centennial Park reached out to ****************** to hear and resolve her concerns, within that call Ms. ************* expressed the documentation she was looking for; that document has since been provided. 

   

  Customer Answer

  Date: 06/30/2023

  Complaint: 20200794

  
  Ill start by saying that I have SUBMITTED PROOF here that MAAs response is a lie.
  
  I am rejecting this response because this is not true at all, and in my conversation with the manager, *******************-Punch, none of this was discussed, she has now changed her story,  and its flat out a lie. I will now raise legal action against MAA and are reengaging in demanding an investigation by HR and MAA corporate because they could have been transparent and honest in saying their mistakes but instead they decided to cover up their errors and unprofessional behavior.
  
  I have attached proof that I in fact, gave an 87 day notice, , EIGHTY-SEVEN, MUCH MORE THAN WAS REQUIRED, AT THE ****  notice was given (4/12) my lease end date was 7/8/23 (lease proof attached).

  
  They failed to mention that the assistant manager. *******************************, was still lost in space 1 week before my move as to if I was moving or not because she didnt feel like taking the time to look for my vacate notice email and stated I had to give a 90 day notice by (a complete lie, my contract says 60 days) which I had to stop in the middle of my workday to find and send her proof that I had sent, ON ****. 
  
  I have attached proof that on the vacate form they sent me 5/27 (AFTER I moved), it showed the breakdown of charges AND STATEMENT BY THE ASSISTANT MANAGER THAT THE CHARGES UNTIL MY LEASE END DATE OF 6/8 , (not 6/11).  This is a lie that theyre coming up with about my move out date being 6/11, because BOTH THE MANAGER AND ASSISTANCE MANAGER ON THE ***** ACKNOWLEDGED THIS WAS A MISTAKE, now here theyre saying they gave me a curtesy credit, NONE of that was discussed with me.  they tried to steal an additional $300 from me because they dont take the time to actually put any thought into their work and I had to calculate it for them and tell them to correct it twice.

  
  In addition, they failed to mention how they charged me a renter insurance non-compliance fee while having proof that I had coverage until the end of my lease term. Which I had to tell them multiple times to check.

  
  They failed to mention why no one showed up to do a walkthrough despite having a set appointment to do so for THREE days and they failed to mention that despite my several calls and going in person to the office they kept saying the leasing representatives WERE NOT ALLOWED TO DO THE WALKTHROGHS.  They failed to mentioned that *************************** left ealry on friday to enjoy her holiday weekend without completing her duties and refusing to come back to work when asked to complete the walkthrough because I needed to leave that day OUT OF STATE.  So no, theyre not short staffed and busy, they're always scrolling on their phone and leaving early.  And a walkthrough is NOT an option, it is a RIGHT that I have as a tentant, stated in MY CONTRACT for which I HAD AN APPOINTMENT scheduled for and had to take TWO days OFF FROM WORK BECAUSE OF THEIR INCOMPETENCE.

  
  They failed to mention how ***************************** did not reply to my several emails for 3 weeks nor returned my calls. It is not my concerns if shes bouncing around properties or if the property is short staffed. They dont care what issues I have paying my rent, they only care that I pay it on time. Its the same with tenants, I dont care whats going on in the office, I care that my issues are addressed in a timely manner and mistakes with overcharging or with my leasing contracts are not made.

  
  They failed to mention that I asked for a copy of my vacate form ON 5/20, the day I moved out, which I signed 5/20 and was not provided to me until 6/19, a form which was completed 1 month before they decided to send it to me after contacting corporate and demanding the form several times. 

  
  They failed to mention, which I have attached proof, that ***************************** did in fact acknowledge 6/8 as my move out date and told me the walkthrough would be 6/8 (RECORDED ON A CALL, in case MAA wants to continue that lie) . NEVER had any of them said anything about a walkthrough being on 6/11. In fact, upon correcting both ****** and ****************, that they continued to make a mistake about the dates on my vacate notice and final statement, they both realized and TOLD ME it was in fact 6/8. So no, I was never given any curtesy credit, I demanded a REFUND for the extra $300 they tried to steal from me WHICH WAS ERRONEOUSLY CHARGED. 

  
  They also failed to mention how I was given a walkthrough on A SATUR***, (proof attached that it was required, per their OWN POLICY,  to be on a WEEK***), BY AN UNAUTHORIZED representative. I have SEVERAL proofs that the leasing agents, AT THE **** OF MY WALKTHROUGH WERE NOT ALLOWED TO DO WALKTHROUGHS (a policy that is now not the case because they now have conveniently changed at the time of their response to my BBB claim).   BUT WAS THE *** THEY DID IT.  They failed to mention that in fact, IS IT REQUIRED to have a premove walkthrough with the tenant, AS PER MY CONTRACT, and document which states this which they tried to get me to sign AFTER I moved out  (proof attached), it is not something they do if they have time.

  It is a complete lie that I was "irate", THE ***** CALLS ARE RECORDED AND WILL PROVE TO HR THAT ***************************** had NO indication to hang up on me twice because I confronted her with the several mistakes she had made which incurred a significant amount of financial and time out of work to deal with fixing this. In fact, I discussed this with the manager, *******************-Punch and spoke to her in the EXACT SAME TONE, and she herself reported that I WAS NOT being innapropriate nor 'irate', but of course, what else are they going to say on a BBB and now corportate investigation to save their job. 

  
  It doesnt surprise me the amount of inconsistent (lies) statements in the response by MAA representatives given the behaviors and unprofessionalism they have exhibited so far. What is surprising is how flat out  they can tell you one thing in private and then come and write the compete opposite online. But thats what corporate and *************** is for and all my recorded conversations and documentation/emails I have kept will prove otherwise. 
  
  I DEMAND that MAAs legal department contact information is given to me. In addition, I DEMAND that I am contacted by MAA corporate and *************** Department. I would like to remind MAA representatives responding to this THAT ALL CALLS ARE RECORDED, and I have ALL documented proof to revoke their statements, so I warn that I WILL proceed with legal action now: to demand 10 months of rent that I paid for and NEVER HAD A SIGNED CONTRACT for (because MAA ??lost it), in addition to lost wages and additional expenses I incurred due to their inability to keep their appointment for THREE ***S, and I DEMAND and investigation by MAA HR for the discriminatory and slander statements that I have received by MAA Centennial, and I'm curious as to what they will say when they find out that while a resident at MAA I was told by THEIR leasing agent in 2021-2022 that if I needed to be protected while in an MAA community, I should "get a gun" because he said I was a "small and petite hispanic woman", because "it is not MAA's responsibility to keep their residents safe". Lets see how much your legal department likes that one (FYI this was documented by your previous property manager in case you want to lie about that too).  You want to respond with lies? I will respond with DOCUMENTED TRUTH and will now expose every single violation of my contract and discrimination I have experienced at MAA Centennial. 

  
  I DEMAND, that I receive the above request in A ****LY manner.

  Business Response

  Date: 07/20/2023

  We have acknowledged the facts in this matter. Anything that happened prior to the New Assistant or Property Manager coming on board are not things we were aware of.

  We have taken accountability for the things that happened while we have been employed here. 

  The tone in *********************** response is aggressive.  We are uncertain of what outcome she is seeking at this point since there is no financial responsibility on Mrs. **************;end as the contract has ended.

   

   

• Initial Complaint

  Date:06/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not agree to pay MAA Post Eastside (MAA) an additional $85.00 fee for pet treatment (move out fee). The attached move out photos supplied by MAA, show signs of normal wear to carpet from a live in pet; occasional accidents over the course of two years. I occupied the residence for six years. The pet did not damage any part of the unit. MAA collected $905 from me in non-refundable pet deposit /rent. MAAs request for an additional $85 pet treatment fee, is unreasonable. I will consider the matter resolved if MAA agrees to waive the additional pet treatment fee. My remaining move-out balance, $60.07, was paid 6/15/23.

  Business Response

  Date: 06/17/2023

  The property has a process that is followed for move outs to assess carpet damages.  We have a professional carpet cleaning company come to determine if the carpet can be cleaned or if it needs to be replaced.  The carpet was determined to need replacing due to pet damage.  We then have a separate company come to replace the carpet.  We anticipate that the life of the carpet is 5 years.  We then pro-rate the costs of the carpet and charge this amount to back to the resident along with the pet treatment if needed.  The carpet was over 5 years old, therefore the only amount due from the resident is the $85.00 pet treatment.  Pet damage is not considered normal wear and tear to the carpet.   The property charges a $425.00 non-refundable pet fee and $20.00 a month pet rent.  Neither amounts go towards charges and the resident signed the documents agreeing to the fee and pet rent. The $85.00 charge is for the pet treatment, therefore it is not being waived.

  Customer Answer

  Date: 06/17/2023

   
  Complaint: 20193490

  
  The stains shown in the photos are normal wear to carpet from a live in pet.  I disagree with MAAs use of the term damages. Pets are living beings, thus expected to have occasional accidents.  I arranged for MAA to cover a professional carpet cleaning a year ago.  
  
  Yes. I agreed to /paid the ludicrous amount of $900+ in non refundable pet fees. For MAA to request additional payment, having experienced no financial loss to prepare the apartment for the next tenant, reflects poorly on this company.   Where in the lease contract does it state pet rent does not go towards damages? 
   
  *******************************

  Customer Answer

  Date: 06/23/2023

  I have not received a follow up response from business re: lease verbiage for pet rent.

  MAA was paid $905 in pet fees which covers the cost of carpet replacement and pet treatment. I am aware the $905 is not reimbursable.  

  Customer Answer

  Date: 06/23/2023

  I have not received a follow up response from business re: lease verbiage for pet rent.

  MAA was paid $905 in pet fees which covers the cost of carpet replacement and pet treatment. I am aware the $905 is not reimbursable.  

  Business Response

  Date: 06/30/2023

  I have attached the the documents that outline the pet policies for MAA Eastside.  ******** signed the addendum when she initially got the pet and this information was included in any renewal leases signed after.  It clearly states that non-refundable pet fee is not applied to damages.  There was pet urine on the carpet, therefore requiring us to pay for the pet treatment when the carpet was replaced. The $85.00 is a legitimate charge.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20193490
  
  I maintain that the $85 is not owed. Again, MAA incurred no financial loss to install carpet for the next tenant. The $900+ nonrefundable pet fees more than cover the cost to replace the carpet and cost of the pet treatment. For MAA to haggle me over  $85 after six years of exceptional tenancy, is quite a disappointment. I will pay the $85 only to avoid a negative hit to my credit score for non payment.
  

  Good riddance. 
  
  Brittany 

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an appointment at the summer apartment complex in ******* North ******** on May 1 and visit the complex I met a young lady name ***** who showed me the empty units after she showed me the units we went back to the office where we talked about the prices. At first everything was professional, and then *************** started to talk about her marriage, and how she married a older man also how she didnt have to be intimate with him as much she also talked about their side business that they have with their box truck started to get very unprofessional, so we left I did application. She followed up with me later that day and this process was supposed to take two days and most it actually took two weeks because I kept trying to get in touch with her and send an email and for her to get back in touch with me, never happened to the point that I wanted to close my application and I spoke to the manager and the manager open the application back up for me after she seen the emails so I sent them a text as they told me they can use those. I sent him a text as they denied my application and said I was giving false information I told him to call my job and my Social Security for my child how was that false? I think that *************** had a problem with me because I had actually got in touch with her manager about her not getting in touch with me then after that, I received an email said I was denied and I will receive my $225 processing fee in 48 hours never received it now were going on two weeks. I still havent received it the manager at this point who I spoke to about my check stubs, and they basically lied and told me that they were not going to use the check stubs from previous then she said that they was going to use it and they said I gave frost Information still havent received my $225 and then they stop answering my phone call. *************** was very unprofessional when she felt comfortable with us. The manager became not so helpful anther she accuse false allegations

  Business Response

  Date: 06/08/2023

  Dear BBB
  
  We have on file that this customer scheduled an in person tour with us and applied May 1, 2023. Our online system began processing the application and charged our application and processing fees as normal. We then moved the application to our regular review step which includes asking the applicant for their proof of income. The applicant submitted screenshots and/or photos which we do not accept. We require PDFs and had to request the correct format from the applicant on May 2, 2023 in order to follow our application workflow. Our records show that we had consistent communication with the applicant following this request, however, our records show that we received some PDFs on May 25, 2023. After receiving the documents, we were unable to verify the information provided.  We called the applicant on May 26, 2023 to inform her that the processing fee would be refunded. Our records show that we emailed the customer June 1, 2023 "The refund of the $225 processing fee has been processed through our system. A check will be cut and mailed from our corporate office in ********* to the address listed on the application...." In review of the emails or phone calls, we did not find any unprofessional conversation to review further. 

  Customer Answer

  Date: 06/08/2023

  On the 26th I reached out to them. I never received a phone call and this was after I called three times because nobody wanted to answer. I think they have caller ID because they knew exactly who I was when I called and I had asked to speak to the manager on the 26. And the unprofessional came from *************** when she was telling me about her and her husband, intimacy life, and how she explained to me that she lives there in her business that they have, but she was unprofessional when it came to telling me about their *** life. I was very uncomfortable . And also where it became unprofessional as when I kept trying to get in touch with *************** by emails and phone calls which I actually still have and I have my phone record of how many times and how many times I sent emails to ***************. What is the next step? What do I do now how many times I called . 

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20158307
  
  I am rejecting this response because:
  
  Sincerely,
  
  Cattina Rock

  Customer Answer

  Date: 06/13/2023

  I have not received my refund check yet its been 3 weeks. This crazy from 48 hours to 3 weeks 

  Business Response

  Date: 06/20/2023

  Our records show that the customer spoke to  our team and the manager on the 26th and thereafter. See notes: Our records show that the customer reached out to us on the May 26th at 12:47pm. An office team member responded at 1:51pm. The customer called us at ****** on the May 26th and spoke to another team member on the phone, during which they transferred the call to the manager. The manager spoke to the customer on May 26th. The customer called and emailed on June 1st and the manager responded to the customer on June 1st. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20158307
  
  I am rejecting this response because:
  It is the 20th of June and I havent received my refund check yet I emailed them about it. I received a email saying they sent it. But still havent received it. I was told 48 hours now to almost a month. 
  Sincerely,
  
  Cattina Rock

  Business Response

  Date: 06/21/2023

  Our records show that refund check #******** was cut on June 8, 2023. The address on file (on applicant's rental application) was **********************************************************************, this is the address where the payment was sent. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20158307
  
  I am rejecting this response because:
  I never received the refund check when you keep saying that the check was issued on the eighth and Im continuing leave letting you know that I have not received it and you can look it up with the check number. They should have put a trace on it because I have not received it and I cannot look up the check. I am basically at this point nobody knows when the check sent out because theres no trace of the check. Ive been asking for the check for the past three weeks and then were going on the fourth week. At this point there should be another check, sent out with certified mail or just refund back my card and cancel the check that they sent out because I havent received it. And now as of Monday because thatll be a fourth week Im gonna have to look into with my next option going forward. Thank you.
  Sincerely,
  
  Cattina Rock

  Business Response

  Date: 06/23/2023

  The check was cut on 6/8/23 and prepared for outgoing mail. It was sent via ***** regular mail. Our process allows for up to 22 working days from the mail date before stopping a payment and reissuing. We will flag this account to see if the customer receives the check by this date. If not, the stop payment and replacement check will be processed. 

• Initial Complaint

  Date:06/06/2023

  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 filing a complaint because they are always dropping the ball on things when its times to fix stuff, like for one last year it took my wife multiple times to complain, yell and fuss about our ** wasnt working (my wife has bronchitis, we at the time had a 1 year old daughter in a hot apartment. Then come now we have mold in shower area which has been treated the second time (only scrubbing it away), then at the time we 3 maintenance men but one we have one. 2 quit because they were even tired of they foolishness in the main office. Now we have One person for over **** apartments by himself. Comes to my issue this week, the ** upstairs above up was leasing and it was a coming down into our area and my our leak detection system go off ok fine got it fix and now today its doing the same thing. Then we put in a work order for carpet cleaning I called there and my wife went to the office and told them thennnn comes today oh sorry the ball was dropped somehow what??? How and yall was told twice about it. If Ill forget to pay my rent 5 days I cant say sorry I dropped the ball Im sooop happy this will be my final leasing renewal because my family cant take this kind of trouble for over $1600 a month

  Business Response

  Date: 06/07/2023

  Thank you for sharing your concerns.  I looked into the most recent situation and confirmed that the carpet cleaning was scheduled to be completed this afternoon. I also spoke to the team about improving inter-office communication to ensure we don't let things slip.  

  We've made an offer for a Service Technician and will be working to find a 2nd technician as quickly as possible. 

  Please let us know if there is anything else we can do to be of assistance. 

• Initial Complaint

  Date:06/05/2023

  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.

  Resident names: ************************* and *********************** Issue: Collections settlement dispute Desired outcome: Collections amount resolution in exchange for pay-to-delete Myself and my wife (*****) were residents of *************************** in *******, ******* from February 2022 to August 2022.The details of why we moved out (broken air unit, repair visits many times, was never resolved, etc) no longer matter. But we had to leave the lease due to a dangerously hot unit, I understand that management will try to twist this to make me the bad guy and that I should've risked my life and continued living there, but again, this is dead history it doesn't matter.I do want to mention that the apartment had a new resident moved into our unit WHILE my lease was still valid, we paid for the month of July, we returned in July to check the mail 1 more time and they already had a new resident living there.Despite that they immediately had a new resident living in the unit even while my lease was still valid in July 2022, Colonial grand has given a $6,600 collections account to *****************************.Despite that I feel like I shouldn't pay much at all from what I went through while living there (as well as having to endure living above a chain smoker who would smoke up to 50 times per day, destroying my quality of life and ability to ever enjoy my balcony with a lakeview), in short, I would like to settle with ***************************** / MAA at a reduced amount.I was offered a settlement of $3,500 a few months ago via *****************************. I understand this is about 40% off the original balance, but this is still too much, I would like to settle with you a lower amount, there is too much bitterness and anger regarding the situation for me to submit to your requested amount without negotiation. A bit of human compassion in this matter would be highly appreciated. Again, what all happened doesn't matter anymore at this point, just want to get this resolved and move on.Please let me know.

  Business Response

  Date: 06/06/2023

  On 7/05/22, ************************* called the leasing office and spoke to ******************************  He said he may have a job transfer and asked about the process to buy out his lease.  ******* explained the requirements which included providing a 60-day written notice to vacate and paying a buy out fee.  She explained we could offer payment arrangements if needed.  ************ said he should know about the job within a few days. He said he would let us know and asked if the 60-day notice would begin at that time. ******* explained that we would send a document for his signature through his resident portal once he notified us of any plans to vacate.  ************ acknowledged that the notice would not start until we received the signed document.  After ending the call, ************ called back to inquire about terms for a payment plan. 

  ************ did not follow up with the office regarding any plans to move.  Once August rent was delinquent, we followed our standard rent collection process.  We did not receive any communication from the resident, so an occupancy check was performed on 8/15/22.  The apartment was found empty with keys left on the countertop.  We confirmed with ********** Utilities that the residents electric account was disconnected on 8/9/2022.  The assistant property manager called the resident and left a voicemail.  On 8/31/22 she followed up with an e-mail regarding the balance due. 

  We did not receive any follow-up from ************ until he reached out on 4/05/23 to discuss payments.  We explained that the account had been sent to our collection agency in September 2022 and advised him to contact them directly to discuss payment options.  He asked if we could remove any fees on his account and we explained that all charges were made in accordance with the lease and could not be modified.  

  Regarding the air conditioning:  Between the dates of March 3,2022 and June 14, 2022, five service requests were submit related to the air conditioning.  This is more than I would expect but documentation shows that each request was completed the same day it was received.  

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20144341
  
  I am rejecting this response because: ***************************** (the collection agency) explained to me that they can not discuss payments or anything regarding pay off negotiations because MAA owns the account and to contact MAA. MAA, as per this response, tells me the collections agency (*****************************) owns it. 

  The August date is off from what actually happened as my unit was locked with a new tenant as of late July but that is besides the point and we're past that. My issue is the settlement payoff. 

  Im trying to settle this as professional as possible and I'm getting no response about negotiations for payoff of the account from either party (MAA nor *****************************)

  In short: who can I contact to negotiate a smaller payment? 

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

  Business Response

  Date: 06/07/2023

  ************ was moved out of our system on August 15, 2022.  We confirmed his electric account was disconnected as of August 9, 2022.  An application was received for the apartment on August 16, 2022 with a lease start date of August 31, 2022.  

  The terms of the contract were explained to Mr. *********;when he called our office on July 5, 2022 to inquire about requirements for early termination.  He stated this was due to a job transfer and didnt mention any other issues with the apartment.  I listened to the full phone call and *********** was aware that a 60-day written notice to vacate was required.  He also knew a 2-month buy out fee would be charged.  He failed to provide ** with any notice of his plans to move out.  He was charged a buy-out fee, a non-sufficient notice fee, and cleaning/damages.  All charges are valid.  We offered a payment plan before the account was sent to collection and received no response.  

  ************ stated he was offered a settlement of $3500 a few months ago by *****************************/MAA.  We are unable to offer a lower settlement.  

  Customer Answer

  Date: 06/08/2023

   
  You're not answering my question: Who do I need to contact to talk about adjusting the pay off? MAA explains it's owner by *****************************. When I call *****************************, they explain they are only the holders of the account and that ******************** is the actual owner and to speak with them.
  
  Am I needing to talk to someone with MAA to discuss the buy off amount. I'm willing to pay this credit off if someone is willing to work with me on the amount. And that is my issue: I'm getting the run around from both parties (MAA and *****************************). Who do I need to contact to discuss pay off amount?
  
  Thanks,
  *************************

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a condo owner in the mixed use COMMUNITY with Post Apartments which MAA recently took over managing. I bought my place in 2008, and we have been enjoying our SHARED amenities ever since we have lived here. We also bought in the COMMUNITY because of the amenities (pool and gym). In January of 2023 MAA decided to cut condo owners from the use of the amenities randomly and without any explanation. On their site they claim that they BUILD COMMUNITIES. In my experience they TEAR THEM APART! My daughter grew up swimming in OUR COMMUNITY pool every summer and that is how we met most of our neighbors. MAA have been treating ** like second class citizens and my friends who live in the apartments are telling me that theyve not been happy with the take over either. I am also aware that MAA has been treating their employees terribly: increasing their hours while also creating a HOSTILE environment. We as residents and OWNERS in our COMMUNITY demand that our amenity access be returned to ** IMMEDIATELY, so that we can continue our life as a COMMUNITY as we have for the past almost 15 years!

  Business Response

  Date: 05/30/2023

  Dear Olia,

  It is our understanding that you are a resident and owner at the ************** Condos and not a resident of *******************.  A decision had been made back in September 2022 and communicated to the President of your ***************** that our amenities will be for the exclusive use of our residents that reside at *******************. 

   

  Sincerely,

   

  ******************* Management

  Customer Answer

  Date: 06/09/2023

   
  Complaint: 20118442
  
  I am rejecting this response because: I bought into this property BECAUSE it has amenities, and we are ONE COMMUNITY, not a separate one from the Post Apartments. We share a courtyard, a garage, fire alarm system, etc. It is not up to Post Apartment management to make decisions to restrict THEIR COMMUNITY from utilizing the amenities which have been historically shared since the COMMUNITY was built 16 years ago. The amenity access has to be restored immediately! 
  
  Sincerely,
  
  Olia Legoshina

  Customer Answer

  Date: 06/12/2023

  This is absolutely unacceptable! We will pursue legal action!

• Initial Complaint

  Date:05/11/2023

  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.

  We moved across country from **** to *********. We signed the lease with a possession date of 4/12/23 however did not arrive in ********* until approximately 7pm on Sunday, 4/23/23. At time of arrival, we found a live german cockroach in the bathroom. Over the next 2 days, several more live roaches were found. When raising to the leasing office, they stated we would need to wait until Friday when the pest company would be on sit. I advised that we would need it that day, that asking ** to live with roaches was not acceptable. The office then confirmed they would have the pest company out that day. Upon the pest company arriving, they confirmed there was an infestation and documented many roaches and ***** f**** all over the apartment (behind every door jam, in every cupboard, under every drawer). I have pictures attached. As result of this, MAA advised they had an open apartment that we could change to. At first, they were not going to pay for any expenses incurred (movers, food, additional utility start up costs). I was told that we could just stay in the apartment if I didn't want to pay for the additional costs. Given the health hazards associated with german cockroaches and the level of the infestation, the suggestion was absurd. In the end, we moved and they credited our account the cost of the movers. However I continue to fight for the additional 5 days of food costs while not being able to cook in the apartment and the second set of utility start up costs after having to move apartments. I have documented the additional costs as a direct result of the lack of due diligence from MAA and the cockroach infestation. The food cost for the 5 days is $345.82 and $56.00 for Electric start up on the other apartment (*************************** 108) = $401.82.

  Business Response

  Date: 05/15/2023

  We received a request for additional reimbursement outside of the $688.20 that has already been applied to your account. As we had discussed over the phone, this additional request is not something that we are able to reimburse. We realize that this may not be the response you were hoping for, or the outcome that you were seeking, and we can assure you that it is our mission is to provide a high level of customer service to all of our residents.  We do maintain that the amount that we are reimbursing is fair and reasonable in this situation. As we had offered initially on April 24th to clean your home and have pest control come out, you declined the clean and wanted to be transferred.  A request was sent late in day on April 25th to be transferred with $600 in moving costs.  The request was approved on April 26th and agreed to $600 in moving costs.  Later on April 26th,further financial requests were made and the Property Manager let the resident know that would not likely be approved and asked the resident did not move with hopes of further reimbursement. The Property Manager also asked the resident if they would like the option to simply be released from the lease agreement and this was declined.  Resident continued with transferring to the new home on April 27th with the understanding that the $600 was the only agreed upon amount.  We allowed an overage on movers for the tip.  We do appreciate you as a resident and I hope we can move forward from this amicably.  

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20047022
  
  I am rejecting this response because: MAA caused undue financial hardship and although have provided a partial credit, there is still additional funds to be reconciled.
  
  Sincerely,
  
  *************************