Complaints

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

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
• 

  MAA Kirby Station

  6653 N Quail Hollow Memphis, TN 38120

  
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  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

• 

  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

• 

  MAA Centreville

  5804 Post Corners Trail Centreville, VA 20120

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:05/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into my apartment on April 21st. I was required to pay ****** each dog and I have 2 and told it would be reimbursed to me once my dogs were approved from corporate office. I paid a prorated rent for the last 9 days of April and **** rent was due on the 1st. I have been contacting corporate as well as property manager every other day concerning my service dogs and reimbursement of funds so that I could pay my **** rent. I have called and left several messages with corporate to contact me but they do not seem to return phone calls. My dogs are psychological service dogs with a documentation to verify the need for service dogs in my home. Property manager called me therapist a liar and a fake when she contacted her to confirm any questions they may have had. I dont feel I should be held accountable for late fees that are not my responsibility the rent being late was not due to my error. I have been disrespected by the property manager ***** every single time I contact her. She is rude and disrespectful. This is a direct violation of the Fair Housing Act as well as the ******** Disabilities Act and my constitutional right to privacy. I have also missed a days apay on May 9th due to being threatened with eviction and the lack of concern from corporate offices for this company. I am filing this complaint so in hopes that no one ever has to go through what I have been through with this company. I am 52 yrs old and do not deserve this kind of treatment. They have triggered every single mental health disability that I have which is exactly why I have my service dogs. I want my ****** back, all accrued late fees and reimbursement for my missed day of pay. This property and company has left a bad taste in my mouth for the *********************** and ******************** apartment complex.

  Business Response

  Date: 05/15/2023

  MAA is an equal opportunity housing provider and complies with all federal, state, and local fair housing laws and regulations.  MAA does not discriminate in any way based on disability or any other classification protected by law.  A representative of MAA will be contacting you to discuss the status of your accommodation request.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20040919
  
  I am rejecting this response because: their is no resolution in the response from the company. I have left numerous voicemails and have not heard anything from the company and this has been going on since I moved into my apt 4/21/23. I need a resolution before rent is due as this deposit and monthly fees as well as late fees should be reimbursed. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2023

  Proper documentation was submitted by the resident and the request has now been approved.

  Customer Answer

  Date: 05/24/2023

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

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

  150 ******************* Apt 367

  Greenville, ** 29615

  
  

• Initial Complaint

  Date:05/08/2023

  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.

  COVID-19 affected my ability to keep up with rent. I have been late sometimes however, I obtained rental assistance. I am currently at the end of my lease term and facing an eviction. I was awarded a renewal of my rental assistance 5/3/2023 and contacted the office to make them aware of the approval. My apartment management has not been accommodating in this process. Even late, I've always paid my rent and any late fees. I reached out to the corporate office on 5/3/2023 as well to request assistance in ensuring the Writ of Restitution wasn't ordered and the representative advised she would reach out to ensure they wouldn't order it. Even ****************** of ******** Services reached out to my complex and they refused to assist her in ensuring they got paid on this matter. My apartment complex can be paid directly from ** DES instead of the money being paid to me however, my apartment wouldn't give ****** (the ** DES) representative any information to assist. This is emotionally taxing, as I'm trying to pay my apartment complex and ensure I'm not homeless and work with them and they aren't working with me. DES has been backed up ***** days for renewals of rental assistance. I submitted my application 3/31/2023 and it wasn't approved until 5/3/2023. Today, I've tried to pay my ***** rent and my apartment complex is advising that I'm required to pay ***** and May's rent to stop the eviction process. This seems unconscionable as the eviction is only concerning *****'s rent. I have the money to pay for ***** however, my apartment is not helpful in any way. Again, I recognize I have been late multiple times, but I've always communicated and paid my rent. I need assistance on this matter. My lease ends the end of this month, May 2023. I want to pay my rent and I will be out of here the end of May.

  Business Response

  Date: 05/19/2023

  ************************ has lived at MAA Midtown ******* from May 28, 2021 until her lock out date of May 9, 2023.  During this time frame she has been late paying her rent 12 times. Also, during this time frame June 2022 - October 2022 rent was covered by **** rental assistance which leaves only 7 times that her payment was received on time, She has been through the legal process on more than one occasion and due to her payment history is also aware that if her payments run past the court date that the next month's rent will need to be paid in advance in order to stop the legal process.  ** April, she was emailed a rent reminder letter on 04.02.23 (attached), a late rent letter was emailed and posted to her apartment door on 04.03.23 (attached) and a 5 day notice was posted to her apartment door and certified mailed on 04.06.23 (attached).  Since payment was not received by the expiration of the 5 day notice her file was forwarded to the attorney to start the eviction process on *****.*************** was scheduled for 04.28.23 and she appeared in person.  During this entire collection process she never reached out to the management office to talk about her delinquent account or to advise that she had applied for rental assistance.  Judgment was awarded to us on 04.28.23 with a scheduled date of 05.04.2023 for the Writ to be ordered.  On 05.03.23 ************************ reached out to the office by email to request a copy of her ledger and stated that a representative from **** tried to call the office but, we did not receive a call from any agency regarding rental assistance.  We emailed her ledger to her at her request and a couple of hours later she responded saying that the assistance had been approved. Then at 5:56 pm on 5/3/23 ************************ emailed again stating that she had contacted our corporate office and stated that with the confirmation from DES and the amount being approved on the portal and the email they sent that we can stop the constable.  We never received an approval of assistance email from **** nor did we ever receive an email from our resident services system stating that she had called in regarding the approval of rental assistance.  On the morning on 05.04.2023 I emailed ************************ and let her know that we had not received any confirmation of approval of rental assistance and that since we did not have that confirmation that the process would move forward and the Writ would be filed.  Before sending out the email to her I pulled up the **** portal in which we can verify if there are any applications and the status of them, the portal showed no pending or approved applications for ************************ and still even until today does not showing a pending or approved application (please see attached screenshot).  On 05.09.2023 the constable arrived at 9:00 a.m. to execute the Writ of Restitution which completed the eviction.  At the time the Writ was executed she was informed by the constable that she would have 14 days starting 05.10.23 to schedule an appointment to pick up her things.  She has scheduled an appointment on 05.23.23 between 10 a.m. - 4:00 p.m. to retrieve her belongings which is the 14th day following her eviction.  She was made aware that 05.23.23 is the deadline and she will have to plan to have everything removed by 4 p.m. on 05.23.23.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March we toured a luxury apartment home at Season at Celebrate ******** in ************** **. *************************** was the leasing consultant that showed us a 2 & 3 bedroom luxury apartment. We were told one apartment was going to be available within our move out date but wasnt ready for viewing. We were told by ****************** the only difference between the apartment was the lack of a linen closet in the 3 bedroom apartment. The luxury apartment consists of updated stainless steel appliances, color painted walls and granite countertops, flat top stove tops. We were under the impression that we were going to lease an apartment that was identical to the 3 bedroom apartment we viewed. Today 5/3, I went to sign additional lease documents and pay my 1st months rent and was told the apartment was ready to move in. Upon entering the apartment I was met with a whole different unit than what was promised and to add the apartment is filthy. Is it visible that bo effort was made to clean the apartment or repairs the plethora of damages. When asked about the differences in what was promised we were told that we viewed their renovated units. That was the 1st time I heard about their renovated units. Was told by **** that they website states they have standard units and it doesnt List of issues *cannot attach photos due to error msg*All walls and doors have visible blemishes (handprints, scuffs, blood etc.)- grease and food stains are present on the splash-back of the stove.- **** webs/dust above door ***** and the actual door.- white residue on the countertops. - cracks visible above doors - mold on window sill thats been painted over - windows ***** are filthy - visible nail holes that havent been patched or painted the correct color - patchwork that does not match the existing color on walls - walls have been attempted to be wiped down which now has made imperfections on the wall which are visible broken blinds in the rooms that was tapped as measure to try to fix

  Customer Answer

  Date: 05/04/2023

  Please see the attached photos of the move in condition of the standard apartment, I have attached their link as well. There is nothing on their website that states that they two types of apartments, only luxury apartments. Nor did they do their due diligence to inform us of the difference between what was shown vs what we really got. 
  

  please note I have way more than 5 photos the website wouldnt allow me to attach any photos. 

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

  Business Response

  Date: 05/04/2023

  ****** -
  
  
  Regarding the finishes in the home, while it is absolutely never our intention to purposely mislead a prospect during the leasing process, we understand that miscommunications may occur, and we regret if that is the case here.  We did speak to the leasing agent that you worked with, who recalls narrowing down our available options with you, discussing a renovated unit that was available sooner and a nonrenovated unit available at a later date and at a lower rate; you opted to wait for the nonrenovated unit.  Our model home, which is pictured in marketing materials, our website, and other internet listing sources, is a nonrenovated unit with finishes (wall color, plumbing fixtures, lighting fixtures) similar to the home you leased with **.  As for the differences between the apartment you toured (a vacant 2br) and the home you leased (a 3br), the additional bedroom and linen closet were the only differences between those two with regard to floor plan; finishes may vary from unit to unit.  Our leasing agent contacted you the day prior to your scheduled move in to offer you an opportunity to view the specific unit that you leased, and you opted not to do so.
  
   As for the cleanliness of the home and maintenance issues, our team completed our standard turnover procedure, followed by a final walk-through inspection the day prior to your move in.  We found the unit to be in move-in ready condition.  Photos from that walk through are attached.  While our goal is to make each unit feel fresh and clean, all of our apartment homes have been lived in previously.  Of course, we are happy to correct any outstanding maintenance issues that you discover at move in or at any time during residency.
  
  Upon learning of your dissatisfaction on move in day, we presented you with the following options:
  - Switch to a currently available renovated unit, at the going market rate.
  - Cancel your move in altogether, and part ways with ******************** (option only available during a specified time frame).
  - Keep the home you originally leased with **, allowing our maintenance team the opportunity to correct reported issues.  We also scheduled a cleaning company to come out and reclean the unit.

  Regards,

  ******************** VA

  
  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 20016293
  
  I am rejecting this response because: We were never informed of what they are stating. Its clear they are trying to cover up the misinformation. We now are stuck with living in an apartment we wouldnt have agreed to under truthful circumstances. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/04/2023

  We were misled therefore viewing the unit a day prior wouldnt have changed the circumstances as we were under the impression that we were renting a luxury apartment home not a poorly maintained apartment. We did not have time to view the unit on the day in question. A day later doesnt make a difference in this situation!

  Business Response

  Date: 06/01/2023

  We provided an opportunity to view the unit prior to lease start date.  We provided options to cancel move in, switch units, or repair outstanding items in the original unit.  You opted to switch units.  We hope that you are enjoying your new home here at ******************** VA.

  Customer Answer

  Date: 06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

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

  , ** 22401

  
  

• Initial Complaint

  Date:04/30/2023

  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.

  4/26/2023 I filed a maintenance request to have the hot water heater repaired in my apartment at MAA ****** Bridges. They have not repaired the hot water issue and we still have cold water.

  Business Response

  Date: 05/03/2023

  Please see below timeline of ******* request events.  As of today, 5/3/2023, we've not been notified of any further issues with **************** water heater; therefore Mr. ***** ******* request has been resolved.  

  4/26 ************ submitted a standard work order stating his hot water heater is not working.
  
  4/27 - our ******* technician called ************ to ask if we can enter unit to make repairs. ************ denied entry and stated to come tomorrow (4/28) at 3:00pm
  
  4/28 ************* request, our Service technicians went to apartment @ 3:00pm where ************ denied entry and stated to come back at 3:20.  @3:20pm our ******* team returned and discovered the water heater thermostat was tripped.  ************** reset the thermostat and left as water heater was working.
  
  4/30 ************ submitted a work order stating water heater is not working again.
  
  5/1 Our ******* technician was allowed to access the apartment and at that time replaced the water heater thermostat.

  If any additional information and/or documentation is needed to close case, please let me know. 

• Initial Complaint

  Date:04/29/2023

  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.

  MAA ****** Lake has been the worst experience of my life. *****, *******, ****, etc is no help. I moved in 11-15-2022 and on 11-17-2022 started with the upstairs neighbors. They are incredibly loud and not respectful with the noise. I've emailed the office, called the office, went down to the office. I've called the courtesy officers multiple times and i've even had the real police come to my door (my ring camera will show). I pay rent faithfully on the 1st, if not before. The neighbors above me wake up everyday at 5 am stomping, running, jumping, screaming, yelling, racing until 11 pm at night. This is NOT everyday walking or I wouldn't be complaining. It's a 40 something man, a 9 yr old, 12 yr old and 15 year old. No babies or toddlers. I work from home and currently I work 6 pm to 2 am and I don't get much sleep or am I very productive at work because I'm tired. I do plan on filing a civil suit. I have audio, screenshots, emails. I tried getting the audio recordings of when I first started calling the courtesy officers, but I do not. I am not moving to a third floor like they always suggest, like Im the one causing the issue and I'm not. I need the neighbors to have a warning or move out. I will never recommend MAA nor will i be renewing my lease in ****. This has taken a strain on my mental and I am not the same person. I hope this gets resolved ASAP.

  Business Response

  Date: 05/01/2023

  I am in receipt of your customer care inquiry regarding the issues you are experiencing with your neighbors.  First, I am sorry to hear that you continue to be disturbed by your neighbors. 
  
  I have reviewed your communication log in our system as well as the communication we have had with the neighbors.   It appears that we have addressed your concerns with the neighbors several times and the assertion is that the sounds are normal apartment sounds.  I tried to hear the noise in the audio recordings in the account but was unable to hear any unreasonable noise.   
  
  In order to proceed with further action against any party we need verification that the noise is unreasonable.  Does this occur during office hours so a team member can come over and listen?  If so, please let ** know when it happens and we will try to make it over there before the noise stops. The courtesy officer should be able to verify any unreasonable noise after hours.
  
  Unfortunately, without independent verification that there is a lease violation occurring it is difficult to address the issue.  We are prepared to enforce the lease however please understand that if there is no lease violation (unreasonable noise) we can only request that neighbors be considerate of each other.
  
  I know that **** has offered to let you transfer with no fees and that you do not wish to avail yourself of that offer.  We will offer the same to the neighbor when we follow up with them.   
  
  Regards,
  
  

• Initial Complaint

  Date:04/28/2023

  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 interest in signing a lease with MAA Gateway in ********* **. I currently live in ********, so had to try and find a place to live without being able to tour or connect in in person. Due to this, I have relied heavily on phone calls and e-mail to connect. On April 22nd I paid an application fee of 85$, and non-refundable $250 processing fee for my interest in apartment #***.After I paid the $335 total fee, I havent heard anything. The only contact made by the MAA office was a single voicemail left while I was working on April 24th at 11:18 AM. I tried to call back the same day at 3:30pm, but no answer. I called again on April 26th and again had no answer and left another voicemail. In the meantime, I emailed *******, the leasing agent who left the original voicemail, several times regarding my lease application, proof of pay, and photo ID documents. None of my emails were responded to. April 27th, I finally got a hold of someone in the office. After a few minutes of talking, she too seemed confused about my application and let me know that ******* was on the phone, but would call me right back. She never called back. I then emailed the MAA Gateway leasing email and ******* a request for a refund on the processing fee due to the lack of communication, waste of time, and poor communication on the offices behalf.IAs someone who is trying to secure a place to live in a timely manner and do it all through a computer screen and phone, this place has completely failed me and only made my experience trying to find an apartment more stressful.Due to this coldness and lack of communication, I no longer have any interest in going through with the lease for apartment #*** or MAA Gateway. I am asking that you understand how frustrating this has been and kindly refund me the money I paid for this unfortunate experience, as the only acceptable response to this all.Thank you. *******

  Business Response

  Date: 05/02/2023

  Good Morning *******,

   

  We sincerely apologize due to the lack of communication. I believe you spoke with ******* shortly after this submission. At this time we are finalizing your account cancellation and I will send a final refund statement to the email that we have on file. This will be available for you to review and a check will be mailed to you as soon as possible. You should receive the refund check within 30 days of today. If you have any further questions please feel free to reach out, thank you.

• Initial Complaint

  Date:04/27/2023

  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 live in MAA Briarcliff in *******. My lease is up for renewal. This renewal rate is a $300 increase. I have lived here for 2 years-this will total over $500 in rent increase since I moved in. No one will explain why my rent is increasing this much, nor will they talk about a different rate to keep my as a resident. The gates are broken on a regular basis. There has already been one huge and obnoxious pool party this year-they were not residents, I was verbally harassed coming to and leaving my unit. Management did nothing to address concerns raised but will send multiple emails a month concerning trash and recycling. The rent increase is more than comparable properties in the area and the leasing office is not interested in adjusting the rate to keep me as a resident.

  Business Response

  Date: 05/10/2023

  Property Manager *************************** reached out to ****** on 4-28-23 to explain renewal increase for July. Renewal increases are based on unit type, and supply and demand in the submarket. Regarding the gates being broken, they have been either malfunctioning, stuck by lightening or have been hit seven times by residents or guests in the past 12 months. Any time the gate goes down, the vendor is called immediately to repair however the property is at the mercy of the vendor's availability for response time. At times, parts need to be ordered before repairs can be complete. The pool party that was held on 4-15-23 at the back pool was unauthorized by MAA *********************, was shut down that evening by the onsite  Courtesy Officer and MAA ********************* spoke to the resident who was responsible for this illegal party and this type of event will not happen again on property. Thank you.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19989598
  
  I am rejecting this response because:
  I was sent a renewal rate of $2,050 but my unit was listed on MAAs website for $1,860. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/31/2023

  The Property Manager at MAA Briarcliff, ***************************, will reach out to the resident directly to discuss the renewal offer. The resident placed their notice to vacate in early May, and the apartment home has since been preleased to a new resident.  Thank you.

• Initial Complaint

  Date:04/25/2023

  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 was charged an egregious, exorbitant, month-to-month rate during the weeks that I was transitioning out of the apartment community. MAA would not work with me, or provide any flexibility whatsoever on this rate, after I had been their tenant who made nearly 4 and a half years of prompt rent payments.My lease would expire on 5/7/2023. On 2/8/2023, I was given renewal pricing for my apartment at ****************************, Apartment 806, **********, ** *****. 60 days notice to vacate was required by my lease. The renewal pricing 12 months at $2,280/mo, and a month-to-month rate of $3,850/mo. I had no intention of continuing to hold the apartment at such an extreme month to month rate. I was buying a house, and couldnt confidently give 60 days notice until the transaction was certain. I provided notice on 4/4/2023. I asked the property manager, *************************, and later, the corporate office, if MAA could be flexible with me on the rate as my notice would extend past 5/7/2023. I had, after all, been a tenant for 4 and a half years, and maintained a great working relationship with the community and staff. I was happy to call ******************* home. They stated that they would not negotiate on rates, although I knew this to be untrue, because, in prior renewal years, I had contacted the leasing office about an inordinately high renewal offer, and was given a lower, alternative rate, simply by asking.I am not unreasonable. I am only referring to transitioning-out time of roughly 3-weeks, not holding the apartment for months on a month-to-month basis.Desired Resolution. From the period of 5/8 6/3, 2023, I would respectfully ask that MAA honor my current lease rate of $2,285 per month, in acknowledgement that this is simply transitioning-out time, and not a desire to retain the apartment on a month-to-month basis, and flexibility being granted to a tenant of nearly 4 and a half years who has made 4 and a half years of prompt rent payments.

  Business Response

  Date: 04/25/2023

  Dear **************,
  
  Thank you for reaching out.  As explained, we are unable to adjust your month-to-month rate.  The month-to-month rate comes with a premium that allows you the flexibility of a month-to-month tenancy without committing to a longer term lease. 
  
  Sincerely,

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19978206
  
  I am rejecting this response because this pricing is not being imposed on me as a premium for holding onto the apartment, and exercising an early termination privilege with no notice, which is what this rate is intended for.

  I am being charged this early termination premium for simple lease overlap with a real estate closing, which I made clear to MAA in writing and verbally, may occur, as I was nearing completion of a home purchase.

  MAA has chosen to treat me like a number after 4 1/2 years of prompt rent payments.
  

  As MAA has chosen to respond by not offering flexibility during this transition-out period, I would ask that this complaint remain on file as Unresolved for MAA, to assist future customers in their renting decisions.

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

• Initial Complaint

  Date:04/21/2023

  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.

  MAA-********** ****** ** They are not following their contract. In the lease contract they are only able to charge $65.00 for a carpet cleaning. The originally charge me over $1100 to replace and then took that back and charged $261.00 for cleaning and stretching and patches. There were bubble in the carpet at move in and there was no where that needed a patch. There were seams that were coming apart but those were also mentioned in the move photos that were sent to ****** and she responded that they were received. Then they are charging me for holes in the walls but we covered them just like we did with the last apartment that we rented and were not told anything about it. They even took pictures showing that we had covered the holes with spackle. We had also sent in pictures to show the damage that was already in the apartment at move in with the walls. There were chunks missing from the walls and spots that were not painted. All of this was sent to them and they acknowledged that they received it. We have tried multiple times to communicate this to them with no luck.I have tried to contact them 04/18/2023, 04/19/2023, 04/20/2023, 04/21/2023 On the documentation that they sent to me it shows that the walls and paint were in good condition. That is the comparison report that they use from move in to move out. They are many discrepancies between the what is being sent and the charges on the forms and the invoices and estimates. The pictures that they have for the living room in this report are not even for the living room. This manager has been nothing but rude and hard on me and my family since she got there. I have told her on numerous occasions that she is not following the MAA Brighter View. The only thing that we have wanted was to be able to live in the community and not be bothered. We were forced to move to a 3 bedroom when my grandson turned 3 even though that is not a policy in MAA or the city county we were in.

  Business Response

  Date: 04/25/2023

  The below communication has also been sent to ****************. Our position is that full replacement cost for the carpet was supported due to pet damage and wall repairs are supported as well. We have already offered **************** much reduced charges than supported. While we will not be able to further reduce her Final Account Statement, we have offered to allow an extended payment plan to help further. 

  E-mail Response to **************** sent on 4/25: 

  Good afternoon *****,
  
  Please know it is certainly not our intent to upset you with any damage charges that *** be applied to your account. When damages are present, which result in additional cost (above and beyond) what would be considered normal wear and tear, and taking into account the life expectancy of certain items, those additional costs would be passed to you.
  
  I have thoroughly reviewed all documentation surrounding the condition of your apartment home. While I want to thank you for leaving the apartment clean, there were significant costs associated to us above and beyond what would be considered normal wear and tear.  
  
  Wall Repairs While we can also appreciate the effort made to try to fill the holes, this often does more costly damage when not done professionally. Each area had to be repaired and retextured which resulted in a charge of $385 above and beyond the normal scope of repainting your apartment home.  
  Carpet I see that ******* and ****** have already agreed to try to help you with this as a courtesy, but having reviewed the details and photos of the damage, to be *****, I would not have supported the same significant reduction they have already applied for you. (Notes below)
  Carpet was brand new when you moved in (replaced on 8/13/21). This apartment home was vacant until you moved-in on 2/4/2022.
  ** just 14 months (20 moths including the vacancy), there was quite a bit of pet damage done to this carpet. I hope you can appreciate that we would not be able to move a new resident into an apartment home with carpet in this condition.
  ** the Cleaning and Damage Cost Form (you yourself have referenced from your lease), this charge would be at the FULL replacement cost which we incurred at $1,929.47.    
  The discrepancy here, is that the team was preemptively trying to be as gracious as possible and elected to only charge you 60% of the replacement which was only $1157.68.
  I see they additionally, went above and beyond and ultimately decided to reduce this further for you to only the actual carpet cleaning/repair invoice that we also incurred during our attempt to try to clean vs replace the carpet for you. Total of $216.45. (Note - The $65 as outlined in your lease for a 3-bedroom is for a standard clean only and does not include any repairs or additional stain or spot removal).
  
  At this point, I am confident the team has provided you with a highly reduced Final Account Statement balance vs what is supported so we will not be able to reduce this Final Balance for you any further. While I understand your position in not agreeing to the charges of the wall repairs, I certainly hope the reduction of $1,713.02 from the carpet replacement, that should have been charged is enough of an acceptable settlement in this matter.I do apologize for what you feel are discrepancies, however, please know these were attempts to offer you the best reduction as possible on your final account statements.
  
  While I would not be able to support any further reductions to your Final Account Statement, if you would like to set up a payment plan, I can approve for you to have an extended payment plan (up to 90-days after move-out) over 3-equal payments set up for you as an additional courtesy.Please let me know.
  
  

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19967364
  
  I am rejecting this response because:

  So the other part was that in the comparison report for the walls in every room on the report it states the paint was fine. When we moved out of **** we covered the holes on the same manor with the same spackle and we were not charged. There were already damages that were in pictures that were provided at move in and one that even the staff took that showed there was already damage. The comparison report does not match what is being charged.  It cannot be okay in the report and then charged on the **** That is the point of the comparison report right? On the invoice there were charges for holes but there were not any holes. There would also not need to be any sanding maybe retexturing but since the paint color was being changed any way they were going to have to do retexturing anyway.
  The carpet was already busting at the seams and they were trying to charge for that as it was in one of the pictures. The carpet also had bubble in the carpet that needed to be stretched before we move. In the email from ******* she stated that she was only going to charge me for the cleaning since that was what was allowed by the lease. That amount is only $65.00 and I provided proof of payment that I had already paid. She also did not take off the full amount of the original carpet charge.
  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  While we understand you are not in agreement, our position related to the total amount you were charged for the damage cost we have incurred remains the same. 

   

   

   

  Customer Answer

  Date: 05/17/2023

  There is only one day left. I repeatedly shown that the charges do not match the comparison report that was sent. ******* said that she was only going to charge me for carpet cleaning as it stated in the lease. I provided a receipt so that could not be charged. Also, per Heathers admission the carpets were not cleaned prior to ** moving in and that apartment had been vacant since at least July of the previous year. We were also not charged for apartment **** at move out for the carpet cleaning when we did not provide a receipt. 
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/21/2023

  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 am being charged for an *** after I submitted my paperwork for my ***, in which I have had this animal for over a year. I have attempted to reach to the property, and the corporate office but to no avail. By law, I should not be charged to house my ***, nor am I require to submit any additional medical paperwork as this would become a violation of my HIPPA rights. I look to have these charges removed immediately upon receipt of this information, or I will seek legal counsel.

  Business Response

  Date: 04/24/2023

  Hi ****,

  
  Thank you for reaching out. Customer satisfaction is a top priority for our company, and we are more than happy to assist. A member of our corporate team reached out this morning to provide more information regarding your recent request. Please let us know if you did not receive the written correspondence earlier today. We appreciate your residency and hope that you have a great day.