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 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 Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

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  MAA National Landing

  1201 South Joyce Street Arlington, VA 22202

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:04/21/2023

  Type:Order 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.

  My daughter lived in these apartments for two years, my name is also on the lease. In October of this year, the apartment above hers had a water leak damaging her apartment. She was displaced for 5 days and had to find other accommodations. During this time, there were fans and dehumidifiers running constantly on her electricity and she was told her apartment was inhabitable. When we requested compensation we were told to call our insurance company. ********* had to be replaced, painting and sanding leaving dust everywhere and not returning her furniture to the original location. At that time, she submitted a work order for a smoke detector that had been removed, plugs and lights that were not functioning and baseboards that were not replaced. While some of the items were addressed, she was without a smoke detector for over 3 months. Also, the security gate for the garage was not functioning on two occasions and her car was broken into both times. In January she decided to leave ****** and reached out to end her lease early. She was instructed to not early terminate, but to not renew which would be cheaper. She agreed to this verbally and moved out on January 25th. She paid through her lease end date 04/02. She recently received an invoice for an additional $1200 because the lease was not renewed ******************************************************************* writing, she offered to terminate early and was instructed not to. She had moved out so was obviously not renewing. I feel MAA was in breech of contract when they did not address maintenance issues in a timely fashion, did not maintain a safe parking environment and did not replace the smoke detector they had removed. I gave MAA an opportunity to reverse the charges, they declined. Please help.

  Business Response

  Date: 04/27/2023

  Between January 17, 2023 and January 18, 2023 there were voicemails left and received between resident and MAA North Hall regarding information on terminating the lease early.  On January 18, 2023 an email was sent by our team outlining the 60 day notice and early termination fee to end the lease prior to the lease end date of April 3, 2023.  An email response was received same day by the resident asking if they would need to pay February and March rent as well as the termination fee. Later the same day the property manager responded with the breakdown cost of paying through the lease versus terminating the lease early. 

  The next communication received from the resident was on February 6, 2023 regarding an email received about renter insurance.   There was a voicemail received from the resident on the same day stating they would not be renewing the lease.  While the notice was not provided in writing which is required in the lease agreement, we are reviewing the final move out charges for modification based on previous requested information by the resident.  

  Customer Answer

  Date: 04/29/2023

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

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

  36 *********

  *******, ** 03755

  
  

• Initial Complaint

  Date:04/20/2023

  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 have reached out to MAA West Village regarding the move out inspection and objections to deductions made. A $149 express clean fee was paid on move out day (as requested if the desired service was needed) which was to include carpet cleaning, the cleaning of appliances, etc that they would do). I found our move out inspection on the resident portal (not emailed to us) noting where charges would be deducted from my security deposit because of the uncleanliness of the microwave, ************************* that they were supposed to clean. I have yet to received a response about any of this. On top of that they are charging us for something that was noted and signed off on in the move IN inspection last year that we didnt cause (a stain left on the bathroom counter) . I need a full refund of my security deposit plus $149 back since they havent held their end of the agreement in cleaning these items they are now charging me for. It feels like theft to say they will clean something & then turn around & take it out of my deposit when thats what the $149 express cleaning money order I provided paid for. They havent even at the bare minimum acknowledged receipt of me emailing them & leaving voicemails to further explain themselves.

  Business Response

  Date: 04/26/2023

  Our team reached out to **************** to further discuss the discrepancies on her final move out statement.  After further review and discussion with ****************, proper documentation was provided to remove some of the charges.  An additional refund has been processed.  

• Initial Complaint

  Date:04/18/2023

  Type:Order 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 am the resident of Colonial grand at River Oaks, ******, *******, since last 7 years. My current lease term end on May 11, 2023. I informed MAA management on March 8th that I will not be able to continue unless rent remains same (Due to my financial issues, i couldn't pay the revised rent). The property manager told me that she will check with management on the rent. She took more than 10 days to get back to me and couldn't offer the same rent . Later, she has charged me month on month rent for those additional days which she took for checking with management. (note- Month on month rent is quite higher than regular monthly base rent). I am sure I am not liable for the month on month rent for the delays that were caused by management and property manager. I do not agree with their month on month charges for additional days after my lease end date since I clearly conveyed my intention to vacate (on time) and delays were not caused from my end. I'm ready to pay for these additional days as per my current base rent. In order to resolve this issue I tried to reach out to management through emails, but I have not received any response to couple of my emails. I tried to approach and discuss this issue with management personally, but she is being rude to me and trying to take advantage of the situation to get more money from me. I tried to convey this to MAA corporate office, but I haven't got proper response/ actions from their side as well. This issue is causing lot of inconvenience to me and my family. I want them to resolve this as soon as possible.

  Business Response

  Date: 04/19/2023

  ********************* communicated that she wanted to renew, however, she would be unable to do so if we could not offer the current rent amount as the new renewal rate. Property Manager ********************************* explained to **** that we are unable to keep the rate the same, but there is room to negotiate a lower rate. **** accepted the option of reducing the offered renewal rate. Once the new rate was reduced and offered to the resident, the rate was declined. **** then asked if she could stay in her unit until May 29th, which is past her lease expiration date of May 10, 2023, so her children could remain in the same school district until the school year was completed. ********************************* explained to **** that she is welcome to stay in her unit past her lease expiration, however, she will be responsible for the month-to-month charges beyond May 10th. **** also submitted her notice late (March 27, 2023), so she would have been responsible for the insufficient notice and month-to-month charges through May 27th, however, she would have been responsible regardless as she requested to stay until May 29th for her personal family reasons. **** believes that we should have understood that her notice was given when she originally stated that she is unable to stay if we cannot keep her rate the same, however, ********************************* immediately let her know that would not be an option. At that time, **** did not decline our offer to reduce her rate, given that she knew she was not interested in staying if we could not honor the same rate. After discussing the situation with our corporate MAA team, ********************************* was given approval to honor ****'s current rental rate through May 29,2023 and avoid paying the month-to-month rate. Thank you.     
  

  Customer Answer

  Date: 04/19/2023

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

  Thank you so much BBB. I really appreciate your prompt service. 

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

  912 ***************

  ******, ** 30096

  
  

• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Elevator 1, Building 1 in MAA ************** is constantly is broken. The management fixes it and it breaks again. The elevator needs a permanent repair or replacement. We have handicapped and elderly parents who cannot visit ** due to the elevator not working. It is also very inconvenient. We pay rental rates that include an elevator and the expectation is that it work and is maintained consistently.

  Business Response

  Date: 04/30/2023

  I spoke with resident regarding ongoing issues with the elevator.  I explained that all elevators are serviced by our elevator vendor and that all repairs are in their control.  We have been in direct contact with the service manager and are working with them on a permanent resolution to ongoing issues the elevator has.  At this time the elevator is running properly.  

• Initial Complaint

  Date:04/11/2023

  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.

  He is my guarantee not roommate. That was changed by someone other than me.

  Business Response

  Date: 04/24/2023

  Good Afternoon,

   

  It appears that when the application was submitted it appears that the co-applicant box was checked accidentally instead of the co-signer box. All items were adjusted prior to the cancellation of the application/lease agreement. Please let me know if you have any further questions, thank you.

   

  -MAA Gateway Team

• Initial Complaint

  Date:04/07/2023

  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 have been attempting to contact corporate for several days now to receive assistance with my lease agreement and move out assistance. I have yet to receive a call back. Issue: Good afternoon I just got a call reporting the requirements of notice to vacate was 60 days. I was unaware and uninformed of this and by law the notice to vacate is 30 days in Ga. Please explain why this doesnt apply to MAA? I will not know if Im renewing until Mid April. I would appreciate some assistance with my case asap

  Business Response

  Date: 04/18/2023

  Lease agreement and renewal offer letter both clearly state a 60 day written intent to vacate is required.  **************** provided notice on 4/5/23.  Her lease expires 5/25/23.  A follow up phone call was made to **************** on 4/18/23 to confirm the 60 day notice requirement is correct and will stand.  

• Initial Complaint

  Date:03/25/2023

  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.

  Mold conditions in our apartment were noticeable a couple of days after we moved in 2 years ago.The staff was notified, they said it was typical and the lease said we were responsible for cleaning it, as it is common in the area.We have to clean every 3 to 4 days. Recently (1 week ago) my wife was gathering clothes to donate to charity. She noticed her camera bag, photo lighting bag and a purse had excessive mold that had turned from black to fuzzy white.We immediately began checking closets, behind furniture and cabinet areas. Several pairs of her shoes arr covered with black mold that has turned to fuzzy white growth. Even a ceiling in a closet had mold We scrubbed and removed all of the mold from the walls, wood trim, window trim and patio doors. Window trim, frames and bathroom is a constant battle.We have never seen so much mold growth in any place we have resided until MAA!Over the past few months we have all experienced sneezing, an occasional runny nose, slight continuous headaches, etc. My wife and me do not have allergies, although our daughter does.Once we cleaned the most excessive mold growth, allergic reactions have ceased.Our granddaughter's mattress and some clothing even had mold.My wife contacted administration at the complex regarding the mold problem. The staff member acted as if my wife was exaggerating and then asked her why did we clean it. She explained the situation was extreme and waiting for someone to examine the problem would have taken days, considering response is not always immediate. This is a health problem, one that needed immediate attention, however I am attaching photos of the mold. Mold spores spread and has done so without our knowledge until now.See the attached photos!

  Business Response

  Date: 03/27/2023

  Good Morning ****************, 

  Thank you so much for expressing your concerns. 

  Our service team will come by today determine where the moisture in the apartment is coming from. I only see the one complaint from March 24, 2023 regarding concerns with mold. I feel confident that our service will be able to determine what course action we should take next. The moisture would come from a leak or high humidity in the apartment. All areas will be cleaned and repaired today. Our service team will also place a dehumidifier in your apartment to remove the moisture. 

  Thank you so much for bringing this to our attention. We will handle your concerns today. 

  Aviyaun Thigpen 

  Senior Property Manager 

  MAA *********** 

   

   

   

• Initial Complaint

  Date:03/23/2023

  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.

  Dear Sir/Madam; I reside in an apartment complex, MAA Midtown, located in Midtown *******, **. There have been several incidents of crimes in the building, specifically involving my daughter next door at unit 469 of vandalism. Perpetrators have vandalized the door, defaced property outside her door and she also had her cat stolen. The building and the management company have not addressed the issue, causing the building to be unsafe. She is fearful of returning home and I must assist her every night from the parking garage to her unit. There have been 5 or more incidents since February 2023 in which our safety has been compromised and the building management refuses to do anything about it. I asked for cameras be installed in the hallway and they refuse to provide any solution to enforce safety for my daughters in unit 469, 471 and myself in unit 467. They told my daughter to call ******* PD and file a police report. There is nothing ******* PD will do regarding the safety in this building. It is up to the management company to provide the safety or please give the option to be released from the lease at no cost to any of us. Each month we pay an extraordinary rent to live in a home that is unsafe, and we are not receiving the help or support from this from our management here at MAA Midtown, *********************************************************. Please intervene on our behalf for the sake of our safety, or I will seek out social media and the local news station. Best, ***********************

  Business Response

  Date: 04/05/2023

  The acts of vandalism that have occurred at apartment #*** located at *************************************************************** are considered isolated to that apartment and no other incidents of vandalism within the community have been noted by community staff or reported by any other residents.
  Management has been in constant contact with the resident and has offered her the option to transfer to another apartment or break her lease within the guidelines of the domestic violence clause.  She has stated she was not interested in pursuing either option. 
  While we understand that sometimes neighbors are impacted by acts of vandalism and domestic violence against a victim, they do not have an independent right to break their lease without complying with the provisions of the early termination clause as set forth in their signed lease agreement, and no one can force the victim of the vandalism or domestic violence to move if they dont want to. 
  We are not responsible for this type of behavior and have added additional patrols with our courtesy patrol, placed that specific apartment on watch with our courtesy patrol service as well as our on-site courtesy patrol officer and have provided a direct line of communication with our on-site courtesy officer for the victim. We have encouraged the neighbors to contact the courtesy patrol service,local police department or the on-site courtesy patrol officer if there is ever an issue of concern after office hours. We are not obligated to install cameras in any area of the community,and we have reviewed the cameras that are in place in relation to this apartment and have found no footage that can be used in taking legal action. 
  We have encouraged the complainant to install her own camera and even offered the assistance of our service team to help install the camera.  We are willing to take the necessary legal action if we receive evidence of any crime or vandalism however, to this point we have not received any evidence that can assist with legal action.  

• Initial Complaint

  Date:03/23/2023

  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 live in MAA ****. The manager, *******, has been one of the most rude individuals I have met in my entire life. She lies, is unhelpful, and refuses to resolve major issues within the complex. She has been informed of the pipes leaking through the complex, and been advised by a third party plumbing service that they bring in to fix leaks that the pipes need to be fixed and she ignores their recommendation. There is a police officer that lives in the complex that has informed the office that they need to turn on and use the video cameras that the complex had installed, but ******* has ignored this as well. The complex regularly has uninvited people crash through the gate and they refuse to implement any security measures for the complex. The biggest issues I have had is with my neighbor smoking a tremendous amount of marijuana in his apartment. His bathroom vent and mine are connected. For months on end, half of my apartment has been unusual. I have submitted multiple tickets to the office, and spoken with them regarding it. The response that ******* gave me was that she "will not do anything about it". Her response is that I have to just live with only being able to use half of my apartment. I cannot live here anymore and turned in my notice to leave. ******* called and asked if I would be willing to leave before the end of my lease and she would waive any early termination fee and the remainder of the rent. After I found a place to move to, I accepted her offer, and she is now lying saying she never said it and it was not an offer. I have been trying to contact the corporate office for 10 days now with no response. I will not deal with the leasing office for my protection from the lying, harassment and mistreatment.

  Business Response

  Date: 03/25/2023

  We spoke to **************** to further understand his concerns and frustrations.  In addition, we reviewed documented communication between **************** and our team and were able to provide a resolution.  **************** has since expressed his satisfaction and appreciation of the resolution.  

  Customer Answer

  Date: 03/25/2023

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

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

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

  **********, ** 30319

  
  

• Initial Complaint

  Date:03/15/2023

  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 am a MAA resident paying 2 bills for their connection package. This is because I work for the same company that provides internet and cable for the apartment community. As an employee I am entitled to discounted internet and cable and cellular services for my entire family. ******** services have informed me the property management CAN in fact remove my unit from their billing with a simple call but its up to them because they make a commission from each unit. However our MAA location refuses. I was fine with paying for the MAA connection package and have been for over a year now. Until I found out that in order to have my employers cellular service perks I am automatically enrolled in the internet and cable employee perk package. Now I am paying 2 entities for the same internet and cable when I should be given discounts for being of service in this very industry. This seems very illegal and unethical and at the very least shows the laziness MAA. The ball is in their court to do the right thing as many other properties have no problem doing this for the telecommunication employee residents. If I cannot resolve this with them directly I will protest, file a complaint with TDHCA and seek legal advise to determine if this is excessive or a violation of reasonable utility fees. This needs to be better regulated and defined for many hard working service people being forced to pay for things their employers compensate.

  Business Response

  Date: 03/28/2023

  Good morning,

  I received this communication regarding a current resident residing at MAA ************ in *******, **. We have reached out to Spectrum along with our Senior Vice President over ancillary(houses the bulk cable program) to ensure we are not over charging this resident. The resident moved in this year and has paid two months of the cable package. As with all applicants, we review the package up front and explain all fees associated. We also require the new resident to sign a waiver acknowledging this package we offer along with the price. 

   

  After further research, our rep from Spectrum has reached out to the resident to help facilitate his concerns based on his employers discount. Please see communication below specifically from our rep...

  I validated a few items and confirmed the resident/Spectrum employee isnt prohibited from the mobile discount. I tried to reach them over the phone however wasnt successful. I followed up with an email to set up time to resolve.
  
  Al

   

  Further communication from our SVP over ancillary states the below...

  I escalated to Spectrum to confirm the yellow highlighted portion below.   From what I recall, Spectrum does not honor that.
  I would liken this to any other employee benefit a company provides; however, not every associate takes advantage.  MAA offers a discounted rent price if I were to reside in a MAA apartment home but I voluntarily decide to live elsewhere.  This resident voluntarily chose to reside with MAA and as part of the residential lease agreement, they agreed to terms and conditions of the MAA *************** regardless of employer benefits provided.

   

  I hope this provides clarity for this resident and the BBB. Should you need further insight please feel free to reach out to myself at ***********************************************.

  Thank you,

  Velvet ********

  RVP - MAA

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19602057
  
  I am rejecting this response because:

  I have not received any emails to set a time up to facilitate my employee service account. I would like that at the very least. I tried to call back shortly after missing the Spectrum reps call but was sent to voicemail. 
  

  I would also like to provide proof of the condition to being eligible for the mobile benefit. I never said I was prohibited but there is the condition that I must automatically be enrolled in a second internet and cable package (the reason for paying 2 packages now). This definitely needs facilitating.
  

  If that can be resolved than I agree I have chosen to reside somewhere with a spectrum package regardless of my employee benefits as it was before I was given true information on MAA not having to foot or be burdened by my connection costs. I simply thought it reasonable to request it be removed if it in no way hinders them financially why wouldnt they want to do something in good interest of their residents as they claim in their mission statements. Especially when they have struggled to have a good rating. I am a firm believer in not harming a businesss reputation with my opinions and I dont intend on it but after my car being hit by their poorly hired maintenance man on a gulf cart and now this I believe they have earned their terrible ratings. As I stated before I have been with MAA for for over a year not 2 months. This is my second lease after transferring from MAA ******* Ridge to ******. I did not complain or have a problem with this until it affected multiple aspects of my income including my cellular bill and verified that it is optional for MAA to remove our individual unit with less communication then they are doing right now with spectrum.

  I will email the Spectrum rep and the ** in the emails provided and continue to wait for a call to be setup. However I will not stop at this resolution it is not resolved until I am no longer paying 2 bills for the same thing.

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

  Business Response

  Date: 04/04/2023

  Hello,

   

  MAA Connect is not optional on sites that have it listed, unsure why the resident believes this. MAA does have properties that do not offer this package, should they like to transfer to a sister property to off set this cost, he does have that option and is welcome to contact the leasing office for more details on this.

  The cable package is listed on the fee sheet, moving guide worksheet and the first page of the lease. I have reached out to the Spectrum rep asking for him to call the resident back in best efforts to help quickly. 

  Thank you,

  Velvet ********