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 Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

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  MAA Centreville

  5804 Post Corners Trail Centreville, VA 20120

• 

  MAA Tysons Corner

  1526 Lincoln Circle Mc Lean, VA 22102

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:03/08/2023

  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 December 25 2022 at 8 am, a faulty sprinkler system at the apartment sent a torrent of water through the apartment burst pipe, displacing my family and me from the apartment. Apartment management did not provide relocation or any other support. The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. It shouldn't matter if your apartment's rental office does not open over the weekend. When it comes to flooding, you need someone to respond fast. This is one of the many reasons most apartments rank maintenance requests based on severity. Any emergency involving flooding usually requires immediate attention. It is the landlord's responsibility to ensure all rental units are livable. Therefore, they may be held responsible if they fail to respond to the flooding incident. My family and I have to move out of the apartment due to unlivable apartment conditions and stay with a friends family in a small single-family house for some time before finding a place to move in.

  Business Response

  Date: 03/09/2023

  Thank you for reaching out about your recent move from MAA ******************************  Upon review of your account, it appears that we attempted to make the appropriate repairs and offered to replace your carpet which you declined.  The account shows that you opted instead to move out of the apartment home.  Because of the circumstances of the move, we did not charge a notice period or early termination fees.
  
  Please note that the lease allows us a reasonable period (14 days) to make necessary repairs to the premises without any obligation to waive rent and/or terminate the lease.  Please refer to paragraph **** of the attached lease agreement. 
  
  Given that we did not have the opportunity to make the necessary repairs prior to your decision to vacate we will not reimburse you for moving expenses or a refund for rent.  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19557624
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.
  

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/11/2023

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of ****** weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Customer Answer

  Date: 03/13/2023

   
  

  From the CONSUMER:

  Sent 3/11/2023 4:54:45 PM

  Read by ************************** on 3/11/2023 4:57:17 PM

  
  My apartment had pipes burst and flooded over Christmas weekend following a brutal blast of arctic weather.
  Despite living without essentials during below-freezing temperatures, my family and I have struggled with the damage caused by cracked pipes and unprecedented leaks. Bedrooms have been left in disarray and buildings have flooded in the wake of frozen pipes reaching their limits. My family has become uninhabitable having to find other accommodations.
  The landlord fails to respond to these reports within a reasonable timeframe. In that case, this is a form of negligence. Flooding can cause tremendous property damage and put the lives of kids, pets, and adults in danger. For this reason, it is usually one of those emergencies that require an immediate response. Pipe Burst has caused personal property damage stress and discomfort to my family displaced by the leaks. Therefore, they may be held responsible if they fail to respond to the flooding incident.
  My family and I have to move out of the apartment due to unlivable apartment conditions and stay in the hotel and pay for it and also pay for moving expense Landlord should compensate us for these expenses because the landlord fell to provide us relocation for the livable unit.

  Business Response

  Date: 03/13/2023

  Our records indicate that the team responded within 24 hours to the flood and attempted to have your carpet replaced within 48 hours of receiving the service request.  You refused access to the carpet company on December 27th to replace the carpet which would have shortened the time frame for the drying out process.  On December 29th you notified the team that you were moving out of the apartment home and that we could make the necessary repairs since you did not want us to complete the repairs while you were living in the apartment.  

  Based upon our communication logs the team responded in a timely manner and made every effort to make the repairs without your cooperation.  Since we understand the frustration of having a pipe burst and a flood on the holiday we waived your termination fee and notice requirements.  This consideration was generous and we will not provide any other compensation.  

  Please feel free to reach out with further questions. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19557624
  
  I am rejecting this response because:I am rejecting this response because:  To replace the carpet in the apartment Manager wants to throw my furniture outside the apartment also Apartments manager does not offer any accommodation and the unit required much more work and time for repair than just replacing the carpet it was a pipe and wall damage needed to be repaired time for all repairing probably require a week at the list. So apartment manager forces my family to move out we simply dont have any other option. Based on what happened I demanded to apartment management compensate me for expenses I have to take from my familys limited budget. 
  Sincerely,
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident at ***********************************************************************************. When I logged into the online resident portal on March 7th, I saw my rent payment was returned. (Account was current until this) Ive been having countless issues with my bank. When I made the rent payment on the 1st, the correct funds were in my account. My bank did an online maintenance from 3/3-3/6. Between that time, there was no way to access any functions with online banking (app; online bank, phone etc). That would also explain why the payment didnt return until the 7th. (6 days after the payment was made following the online maintenance shutdown). *** reached out to the property regarding best ways to resolve this issue, with no luck. They are now threatening for me to pay immediately or there could be legal action. For this location, if rent is not paid by the 2nd, theres a $75 late fee. The late fees then add up from there. When I logged into my resident portal today, (March 8th) I have a $75 late fee, plus an additional $60 late fee on my account. (They applied this at one time, penalizing me for this issue as if I was aware of it) I want to take care of this urgent matter as quickly as possible. Again, I reached out to the property and Im not sure theyre willing to accept a partial payment, but I can pay $1,100 now, and the rest by the end of day Saturday (at the very latest). (March 11th). The local community will not respond to my ongoing emails and questions. Instead, I was sent a generic email (not answering any of my questions about making a payment and copying in the *** email). Its very unfortunate because I have always communicated, and now they are threatening legal action with no way of knowing if theyll accept $1,100 now and the remaining balance of $300 (this includes late fees in two days. Im at a lost for what to do at this point!

  Business Response

  Date: 03/08/2023

  The property was notified by electronic mail today, the same day the resident was notified that his payment was returned.  Our Assistant Property Manager called the resident at 10:43 AM and explained that we cannot accept partial payment, but we can accept full payment on Saturday which is when he said he would have the full amount.  The resident agreed and we expect that he will make his full payment as he stated.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19556006
  
  I am rejecting this response because:

  why am I still being charged late fees each day until Saturday? I was told by the property that I would continue to be charged $10 a day in late fees. Why am I being charged $165 in late fees for a payment that was current until yesterday? I would have Marchs payment made by now if it wasnt for the late fees the property keeps charging. I dont feel like this is justified. 

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

  Business Response

  Date: 03/13/2023

  Due to the payment being returned by the bank, the original payment was not received.  The resident therefore is late as of the 2nd and is charged a $75 late fee and $10/day until the full balance is paid in full.  There was also a $30 returned check charge.  This is part of the lease and is the same for all residents.  We thank you for making your full payment as promised.

• Initial Complaint

  Date:03/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an application for an apartment unit at the Cool Springs location. The application process and agreement itself stated the processing fee of $200 would not be charged until they were ready to actually do the checks. However, the $200 was immediately charged to my account. Not only that, I was immediately given a runaround on my proof of income. I ended up canceling the application, as they clearly did not want me as a tenant. Canceled application well under 48-hour limit and refuse to return the $200 processing fee (I am fine with the sacrifice of the $50 application fee and chalk that up to a bad choice).

  Business Response

  Date: 03/02/2023

  Thank you for reaching out about your experience at MAA Cool Springs.  In reviewing the account it appears that we could not verify your personal income with the documents provided and you decided to cancel your lease agreement.  I have attached a copy of the email from MAA Cool Springs yesterday that explains we have initiated a refund of the processing fee.  I apologize that was not made more clear for you. 

  Additionally, I understand your frustration at our application process and can assure you that we have very specific requirements.  We apply the process consistently with all applicants.  Please feel free to reach out with any further questions.  

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  As long as the refund is actually processed, I'm fine.  Additionally, I have already secured housing elsewhere with the same documentation, just as I have done in the past five years of owning my own business.  I have purchased $160k+ vehicles with the same documentation.  I have managed preapproval for $500k+ home loans multiple times (but ultimately left the market and rented again) with the same documentation.  It is insulting to be treated like I am trying to deceive you with my income when every single other financial entity, some much, much larger than this one.  This is a case of hiding behind a convenient set of rules in order to execute a personal and/or corporate bias.  Every other company, large and small, has had *********** with my income and proof therein.  The problem is you, not me.
  

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

  6300 ********* Apt 306

  ********, ** 37067

  
  

  Customer Answer

  Date: 03/07/2023

  Still no refund.

  Customer Answer

  Date: 03/08/2023

   
  

  From the CONSUMER:

  Sent 3/3/2023 12:11:15 PM

  Read by *************** on 3/7/2023 7:57:28 AM

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  As long as the refund is actually processed, I'm fine.  Additionally, I have already secured housing elsewhere with the same documentation, just as I have done in the past five years of owning my own business.  I have purchased $160k+ vehicles with the same documentation.  I have managed preapproval for $500k+ home loans multiple times (but ultimately left the market and rented again) with the same documentation.  It is insulting to be treated like I am trying to deceive you with my income when every single other financial entity, some much, much larger than this one.  This is a case of hiding behind a convenient set of rules in order to execute a personal and/or corporate bias.  Every other company, large and small, has had zero issues with my income and proof therein.  The problem is you, not me.
  

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

  6300 ********* Apt 306

  ********, ** 37067

  
  

  From the CONSUMER:

  Sent 3/7/2023 7:58:00 AM

  Still no refund.

  Business Response

  Date: 03/13/2023

  Our records indicate that your refund was processed and you should receive the check within the next week.  If you do not please reach out to *********************************** at ****************************************** so that we may track the check.  Please note that we have 30 days to process and send refund checks however you should receive the funds in advance of that timeline. 

  I understand that you are dissatisfied with your experience at the community and our application criteria.  Unfortunately, we cannot qualify an application for a leaseholder without verifying their personal income.  Since we were not provided with documentation verifying your personal income and you were the primary leaseholder, we could not move forward with approving the application. 

  Please feel free to reach out with any further questions.  

   

   

   

• Initial Complaint

  Date:02/28/2023

  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.

  On 02/25 around noon, there was an incident with your employee ******************************* and her partner *************************. **** is the one who issued the verbal threats that are listed below from an incident in Nov. 2022. On Friday I had sent an email to the office regarding no parking being available in the evening, I also advised that per my lease cars parked here need to have valid up to date registrations and there are a LOT of cars with expired plates, some since 2019. My work with **** of ******** Security has been see something say something. I was walking my dog and took some camera shots of some plates that were expired. All of sudden ******** and **** came down from the third floor yelling at me from across the parking lot about me taking a picture of their private property. They both were accusing me of harassment and they were sick of it (I have had no contact with them since the Nov incident, so if they consider me walking down to get my mail or fresh air and using the sidewalk in front of their 3 floor apartment intimidating then I don't know what to do. This is the only time they would see me). Both of them continued to walk toward me and ******** still yelling that she was calling the police. She told me don't walk away from me like you did nothing wrong. I was not aware that two of the cars that I took snapshots of plates that expired in 2021 were their cars. So appears your own employee is not adhering to the lease agreement. I am 63 years old fighting cancer and I do not need this stress or threats that make me feel unsafe in the community. I need your liability carrier for general liability for the negligence of your employee. My lease does not run out until 7/1 I would like permission to break my lease without any penalties, I can be moved out by 5/13. I can not move sooner than that because I have to work around my treatments and the days that I can not function, well that and the added expense.

  Business Response

  Date: 03/03/2023

  To whom it may concern,
  
  We have investigated the concerns and are taking the appropriate steps. MAA is committed to quality customer serve and only tows cars that are not operable or abandoned. We do try to monitor cars needing towing by looking for expired tags and our lease gives us the right to toe for expired tags; however we would never want to tow someones car that is operable and in use that lives here or is someones guest solely due to expired tags. 
  MAA has accepted this residents request to break the lease and MAA also has options to move within the company to sister properties. Additionally we offered to move the residents garage to a location that was closer to her current apartment to accommodate a better parking space.
  
  Thank you 
  

  Customer Answer

  Date: 03/07/2023

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

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

  8331 *************** APT 106

  *******, ** 27617

  
  

• Initial Complaint

  Date:02/25/2023

  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.

  On Feb 22, 2023, my apartment (MAA Uptown Village Apartment ****) flooded with gallons of water that looked to be coming from inside the walls. I went to leasing office to get emergency maintanence. They looked at my water meter and there wasn't any indication of leak coming from inside the apartment. One person from maintenance came with a wet vac. They gave me two floor fans, told me to move it around the apartment and left. Water damage that is not properly dealt with will leave lasting damage and cause mold. It seemed like their plan was to leave the two fans there and call it a day. I emailed requesting they send water damage specialist. The speciliast came the next day on Feb 23, 2022. He took moisture readings, took off baseboards, put up a dehumidifier and 8 floor fans in the living room, kitchen, and laundry room. So on Feb 22 the apartment was uninhabitable because of wet floor and water seeping out of flooring, starting Feb 23 it was even more uninhabitable from the noise, dust, and heat generated by the fans. I requested they provide me another apartment. The manager told me "When an issue like this happens, we fix it and then you will be back in the unit in no time. We did just want to clean it up and put two fans in there to solve the issue, but you wanted a restoration company to come out, so I did what you requested". On Feb 25, I went back to get some clothes and noticed that the closet smelt very bad. I noticed that the water had seeped through the laundry room and into the closet floor. The carpet, padding, and the floor was wet and had been wet for 4 days. The restoration specialist did not check the closet. The property managers haven't even bothered looking at the apartment. The water damage incident response has been incredibly incompetent considering on Feb 25, there is a wet room that hasn't even been looked at and is still wet. I haven't been given a timeline on when I can return nor given an option to transfer to another unit.

  Business Response

  Date: 03/10/2023

  On February 22, 2023, an emergency call was placed regarding a leak in the laundry room and our onsite service team responded to the call.  The impacted area noted was the laundry room and water was extracted.  The onsite service team placed their drying equipment and contacted our restoration company to come and pull baseboards, make flood cuts,place equipment appropriately and monitor the drying process.  Their first availability was the following day.
  
  On 2/23/2023 the restoration vendor arrived and removed 65 linear feet of baseboard, 7 feet of toe kick, Hepa vacuumed all dust and debris and cleaned and sanitized with antimicrobial treatment.  They also placed six air movers to dry carpet as well as one dehumidifier for a total of 5 days.  All necessary drying equipment has been removed and all sheetrock/baseboard repairs have been completed. 
  
  While the drying process is not ideal, it is required to ensure the structure is completely dry prior to closing the wall back up. Based on the response time of the service team and our vendor as well as the limited areas impacted we did not consider your home as unlivable which is why a transfer was not offered.    

  Customer Answer

  Date: 03/11/2023

   
  Better Business Bureau:

  Thanks you guys were actually very good and did a great job! I've had bad experiences with older apartments so was being a pain haha. Cheers and thank you!

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

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

  2006 *********** Apt ****

  ******, ** 75204

  
  

• Initial Complaint

  Date:02/15/2023

  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 recieved this move-out from the assistant manager on 01-27-23. On 02-09-23 I logged in to pay the said move in amount shown in the email only to find out that someone has back dated to add a charge for 01-20-23 for misc. The mangers of this location stated that the move out I recieved was a "pre moveout" and that I have to pay for counter tops that are damaged. The countertops were not damaged by me or anyone in the home. Still waiting on someone to contact me back as to why I would get billed for this new upgrade to this old apartment.

  Business Response

  Date: 02/21/2023

  December 16th, 2022
  I reached out to the resident and stated that the countertops would have to be replaced due to damage.  I informed the resident as we would have to enter again as our third party would have to enter to get measurements.  
  Resident replied back and stated this would not be an issue. 
  January 18th, 2023
  I reiterated that the countertops would be replaced when I received keys from the resident and discussed the deposit on hand.  As I was with the resident I reviewed their file and did not see a move in inspection turned in on their behalf.  The resident stated that they did not recall if the damage was there at move in and that they did not turn in the inspection form. 
  
  Initial move out statement did not reflect the replacement charges for the countertops. After auditing our files, I noticed this and had the statement revised to reflect the initial bid. I explained this to the resident who stated she would contact corporate.  I reached out to my RVP on her behalf; however, my RVP was leaving on vacation and would not return until the 22nd.  The resident has stated in writing that they do not want to speak with us anymore and that they have filed a complaint with the Better Business Bureau.  I returned from vacation today and will follow up with my RVP and reach out to the resident as a follow up.

  Customer Answer

  Date: 02/24/2023

   
  Complaint: 19409936
  
  I am rejecting this response because:
  If I spoke to someone about this why would I agree to this charge? We did not damage the countertops and the move out sent to me is dated 1/27/23, that is several days after would of spoken to someone as you've claimed. 
  Sincerely,
  
  *************************

  Business Response

  Date: 03/01/2023

  I will remove the charges for the replacement.  

• Initial Complaint

  Date:02/01/2023

  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.

  On December 26th, the water sprinkler pipes in the ceiling burst and flooded my entire second bedroom and dinning area. I was not home at the time and only discovered the problem two days later, the property did not tell me. A contractor came to drop off fans, another to rip up the soaking carpet pads. I had smelly, damp carpet in my apartment for two weeks. Mold started setting in the walls. I informed the apartment. Another contractor came to spray but the mold remained. Work finally started in the second bedroom, it took the contractors about a week, they were efficient. Now, I have been waiting for carpet to be installed. I called the office and they seem to be clueless on the status of my apartment. I spoke to the manager and they claimed they were unaware that I didn't have carpet even though we spoke a week prior. During that call, I told her and so did the contractors about the carpet, that they refused to put back the moldy carpet which this company instructed them to do. She said that their carpet vendors would come out. That didn't happen and I was waiting for a week until I finally called and discovered the order wasn't put in. I told the mgr to have a maintenance guy come out to ***** the damage because again, they claimed they had no idea about the carpet situation. This was days ago. I'm still living in an apartment that is partially uninhabitable and I've not been getting updated on any progress now. The next step is the retain an attorney as this company is in serious breach of the leasing agreement. It's been well over a month since my apartment was damaged and it is still not done. Contacting corporate goes nowhere as they reroute you to the leasing office.

  Business Response

  Date: 02/10/2023

  We appreciate ******************** patience as we finalize the repairs in her home that resulted from Winter *********************  These will be completed Saturday 2/11/23 with a follow up from the property manager on Monday 2/13 to ensure **************** is satisfied.

  Customer Answer

  Date: 02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I look forward to the follow up call from management to voice any additional concerns I have about the work and a possible credit to my account for the month of January that my apartment was not fully habitable. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2023

  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've attempted contacting MAA on several occasions to resolve a delinquent debt, but no one at the company is calling back. I call the number and it's an answering service (rude) who is not able to retrieve any information, nor transfer to a representative who is able to assist. I've sent requests through the "contact us" link on the company website, but still have not received a response. When I contacted the property, which is no longer under MAA management, they're telling me there's no record of any unresolved debt. There is a judgement on my SafeRent history for delinquency, but no information on how to pay/resolve the debt. I'm currently living with others due to not being able to rent due to this debt that the complex is unable to confirm. I need someone to contact me immediately to resolve the issue.

  Business Response

  Date: 01/31/2023

  Former Manager for MAA Deer Run has reached out to ************************* and provided her with the information to the collection agency and the collection notice that was originally sent to ************************* dated: March 3, 2020. 

   

  Attached email and collection notice for reference. 

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18904559
  
  I am rejecting this response because: The amount on the letter that you just sent is invalid. I contacted SafeRent Solutions and was told that the court ordered judgement/outstanding balance to MAA Deer Run is $1,388.00. I'll need an itemization of the debt that you're claiming and proof that this information was sent to me previously. Obviously, I did not receive the letter that you've attached here as I no longer lived at the address that you sent the letter to because I moved from the property, MAA Deer Run in December 2019.

  The property may have been sold in 2022, but I reached out to MAA via phone at: ************ and was told they are an answering service and can not reach out to MAAC representatives. In addition, I sent a 'contact us' inquiry directly to MAA from the MAAC website, not through Deer Run. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/07/2023

  ******,

  Good afternoon, I've received an inquiry regarding your past due account for MAA Deer Run, please note MAA sold the property on June 3, 2022. This may be the reason why we haven't received your message sooner.
  Please see attached collection notice, you may contact TSI to resolve the account.

  TSI Client Services
  PH#************

  Please let me know if you should have any additional question or need additional assistance.

• Initial Complaint

  Date:01/26/2023

  Type:Sales and Advertising 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.

  July 5th 2022 was the initial transaction. I moved into an apartment that was damaged by a former tenant by smoking inside everyday. I had no where to go and when I asked about this moving in the leasing agent ***** said no one was smoking in the unit. For months the smell got worse and worse I had been lied to about the former tenant smoking in my apartment and they moved him below so smoke continued to come up. Health concerns are of issue here due to living in the smoke for months. This office of MAA the ************************* has lied to me and taking advantage financially through thousands of dollars of rent, close to $1800 every month since July.

  Business Response

  Date: 01/27/2023

  Management immediately took action upon notification of a smoke odor in Ms. ********* apartment in July of 2022. This included a detailed inspection of unit to identify any entry points for smoke and full a HVAC duct cleaning. On September 13, 2022, ******************** reached out again regarding the issue and was offered a transfer to another apartment of her liking. Management held an apartment of interest to her while she contemplated which location and floor plan would best accommodate her needs. On September 24, 2022, she notified Management of the unit she selected. On September 25, 2022, she emailed that she had decided to stay in her original apartment. In November 2022, she inquired about transferring to a location near her current building. This request was approved. The transfer fee and pet fee were waived. She took possession of her new apartment on  January 19, 2023. A move-in inspection was conducted with a member of the management team and no concerns were noted. ******************** pays the agreed upon contracted amount for rent and utilities. She was not charged any additional fees to transfer locations. On January 26, 2023, the property manager had a conversation with ******************** regarding some minor damage charges for her original apartment. Those charges were also waived and ******************** stated she was satisfied with the new apartment. Management considers this matter resolved. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18901680
  
  I am rejecting this response because: furniture and clothing have both been ruined no reimbursement or anything have been done nothing has been paid for ruined smoke Oder furniture and clothing. No one from corporate has contacted me to resolve this issue. Money is owed for damages as well as time lost, and fees for movers and transfer fees for electric service.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/07/2023

  A member of the corporate office contacted ********************. The issue was discussed and an agreement was reached.

• Initial Complaint

  Date:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When i first moved in this complex the carpet was old had an animal smell. I was told that they would have it shampooed in which there was an attempt but the animal smell never went away. I started seeing roaches they told me it was water bugs. I knew different because one of my prior jobs was for a ****************************** I paid for pest control every month they told me i have to ask for the treatment and tell the pest control tech which area i see infestation i work long hour not to come and go ***** hunting. I thought tech would spray everywhere if i call you for the treatment i am paying for. The ceiling over the toilet will leak on you from the upstairs tenant bathroom after they flush it. The ceiling in the kitchen had come apart and fall in your food. The bathroom mirror is old and fading sink in bathroom rusting and always leaking. I told them about the mold in the bathroom and rooms. My clothes now have mold in them that i have to pay to clean or salvage what i can and they are not cheap. When i moved they emailed me a bill with all these miscellaneous and late charges after they were paid. My rent was never late even paid a month in advance sometime. I was threaten to be charged late fee for .35c after they told me what my utility bill that i paid. I was also threatened that it would go on my credit files if i did pay $1363. This is strong arm rob consumers like this without any re-course. I am seeking legal counsel to resolve this matter.

  Business Response

  Date: 01/20/2023

  After reviewing this complaint, I went back and investigated our maintenance work order logs, pest control logs and compared this prior resident move out statement with the move in inventory statement. There was nothing noted on the move in statement regarding pet odors nor was there anything noted that was wrong with the apartment upon move in.   I viewed the move out photos and the carpet was heavily soiled throughout. We tried to get it cleaned and it was beyond cleaning, so we had to replace it.  I went through all our logs and work orders from the time this resident moved in on 11/7/19 through the move out date of 12/8/22 and found that this prior resident had only requested pest control one time in the 2 years residing here.  The apartment was treated for roaches on 6/3/22.  This resident never requested pest control,thereafter. When we took the apartment back upon move out it was infested with roaches. We had to have a ***** clean out. The discoloration on the cabinets was from ***** f**** The oven wasn't clean and the bathtub was extremely dirty.  I reviewed all the work orders during this prior residents residency here and found that there was a total of ************************************ during his 2 year stay.  Out of the 13 work orders, 3 were in regard to a leaking bathroom sink and repairs were made each time this was called in.  4 were in regards to light bulbs being out in the breezeway light, kitchen light, above stove light bulb and in oven light bulb all were repaired. 1 was for replacing handles on the bath faucet which was replaced. 1 was due to a dryer timer needing replacement and it was replaced.  1 was for a bathroom door that wouldn't close which was fixed. 1 was for a clogged garbage disposal which was fixed. 1 was for water dripping from an ac vent which was due to condensation which can occur if you run your ac very cold during the summer months. 1 was for a leak into toilet when the neighbors flushed their toilet. Upon completing this work order resident told maintenance that it had stopped. This prior resident never called in any other work orders pertaining to this. We don't have any work orders regarding the ceiling in the kitchen coming apart and falling on his food. Nor do we have anything regarding the bathroom mirror that he said is old and fading. We have no work orders mentioning the mold in the bathroom and rooms.  However, the bathtub was dirty with mildew due to the residents poor housekeeping.  I have attached a few photos, so you can see the condition that the carpet and bathtub were left.More photos can be provided if necessary. On December 23, 2022, this prior resident was informed that his last rent payment made on 12/2/2022- was returned NSF. Since there was not enough funds to cover the rent. Since the payment was late, the rent and late fees were applied to his account.