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:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Lincoln on the Green Apartments have submitted charges to *************** Systems, for $150.83, that I do not owe them. I have attempted to resolve this issue, but ************************* and ***************************** (assistant property manager and property manager) have sent altered documents to this company to force me to pay. On 10/13/2022, I received an email from ************************* stating that a charge of $209.97 for "insufficient notice" was removed from my account. The same day, I was sent another email from Lincoln on the Green which stated the "insufficient notice fee" was actually $107.98 and part of the remaining $150.83. ************************* misrepresented the "insufficient notice fee" of $209.97 being removed, while stating I owed $150.83, but I was actually still being charged $107.98 for "insufficient notice." In the documents sent to *************** Systems, Lincoln on the Green changed the charge of $107.98 to say "Lease Termination." I would appreciate your assistance with this matter. I am available at phone# ************ or email at ***********************

  Business Response

  Date: 02/02/2023

  I have reviewed your account in detail and found you were charged incorrectly for the September late fees. After making these corrections, you will now be receiving a refund in the amount of $167.38. This will also be corrected with the collection agency. Thank you for bringing this to our attention.

• Initial Complaint

  Date:01/12/2023

  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.

  I Moved in with MAA ****** Bridges (** *****) in September 2022. The rent was $1,900/month, however I opted for a 4 month lease because I knew I had to move end of the year. This added additional $400+ to my rent totally $2300+/month which I paid on time. On Nov 8th, I got an email to renew my lease on a monthly basis (with an increase) from January 2023 to which I replied my lease expires end of the year (Jan 1st).When I went to settle my outstanding bill, the assistant manager ***** said I would be charged a late notice fee of $536 because I should have notified them I wouldn't be renewing by Nov 2nd. I told her that makes no sense, no one told me this. The whole point of signing a 4 month lease is because I planned to leave in 4 months and I was already paying an additional price of $400/month for that choice and even leaving 2 weeks early. After making my case, she removed that fee from my bill and agreed to waive it. When it was removed, I paid all the outstanding.Then all of a sudden after I had moved out, I got a mail with this fee re-appearing with some other charges. I reminded her of the discussion we had, and she said she has no power to waive the bill and I had to pay a late notice fee. This was a bill she had removed initially.I want the assistant manager to stand by her initial agreement. I see no reason why I should give a 60 day notice on a ************************************************************************************* < 5 mins. Lastly, she did waive it and removed it from my bill and I paid the balance. Then bringing it back after I had paid is dubious and dishonest.I actually had a lot of good things to say about this community and was planning to move to one of their other properties in ******/********** in February, but this latest tactic has left a very bad taste in my mouth and they cannot be trusted, these leasing companies just want to get as much as they can from you and hide behind red tapes.

  Business Response

  Date: 01/18/2023

  On 10/21/022 the resident received their renewal offer letter (attached) placed on their door as well as this same letter emailed to the resident on the same day.  This letter reiterates the required 60 day notice if not renewing, and indicates the date we need to have their decision by.  On 11/8/2022 we reached out to the resident requesting the renewal decision. At that time resident submitted a 60 day notice, putting her financially responsible for the apartment until 1/7/2023. The notice to vacate form, which indicates the financially responsible date of 1/7/2023 was electronically sign on 11/8/2022 by resident (attached).  Resident turned in apartment keys to office on 1/1/2023, therefore not fulfilling the financial obligations. There was no prior discussion or written communication of removing any charges from the residents' account, nor were any charges removed from the account. The insufficient notice fee was charged on the final move out statement, due to resident no fulfilling the financial responsibility prior to vacating/releasing possession of the apartment. Included is the signed Lease Agreement also indicating the required 60 day notice requirements. 

  If any further questions or clarification is needed please let me know. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18728867
  
  I am rejecting this response because:

  1. It is not true that they are charging me due to me not fulfilling my financial obligations. I have received 4 different "final bills" from this company.

  a)One came early December which I paid. I also went front desk to confirm if that was all required and I was told yes - a copy was also printed out for me to show all obligations was fulfilled.

  b) a week or more later I got another prompt which was outrageously high, I went back to the front desk, and spoke to one of the managers and she explained even though, I leave early I need to pay for the whole month, and also there was a late termination fee (this was first time I would hear about this}, which was why the outstanding bill was high. After a lengthy discussion with her, the termination fee was removed and I was able to make my outstanding payments. The payment is a lumpsum - you can't pay in parts - she had to remove it for me to had been able to make progress on the payment portal. After this I even paid for the apartment to be cleaned out - just to ensure I wouldn't be accused of not fulfilling my financial obligation. This was a 3rd payment now, all in December before I moved out on the 20th.

  c) To my surprise I received a 3rd bill early January (app ~$50) - that I was owing on water bills because the company did not charge me for first 45 days of my stay. By that time i was having challenges logging on to the portal and I told them I would settle the payment when I come back into town early February. 

  d) Again to my surprise I got a 4th bill, a week after, this included some other fees and the Jan bills ( till 7th of Jan), and on top of that the "infamous termination fee" was brought back. To which I asked ***** that she or another lady manager (adjacent to her office) already removed this fee in December before I paid.

  My petition is for MAA to not bring back this termination fee that was waived and stop sending me different bills every week.  I did everything to clear my financial obligations before leaving and I did not receive the letter dropped by the door. I did not drop the keys off on Jan 1st as claimed but on dec 21st and I signed it out with *************

  
  Sincerely,
  
  *****************************;

  Business Response

  Date: 02/09/2023

  **************** met directly with the office manager on Tuesday 2/7 to discuss. The details of the billing were explained to and final balance has been paid ****************. This has been resolved.  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18728867
  
  I am rejecting this response because:

  1. I paid the balance because I do not want my credit to be hit, not because I agreed with the business.

  2. I did go into the office and I gave them my feedback. I told them to send an automated email warning to the tenants before the due date not after. The way they go about it is exploitative, to which they agreed to take the feedback.

  3. It was wrong of MAA to claim I didn't fulfil my financial obligations was the reason for the billing, it was wrong of them to imply I vacated Jan 1st when indeed I dropped the keys, filled their forms and vacated Dec 20th. It was wrong for them to charge me for insufficient notice and then add extra 7 days to my lease and charge me for those again (not sure why)?

  I paid off the monies because I think my time will be better spent. MAA should do the ethical thing and refund me, but if they choose not to do so, then I still don't agree with their stance and reject their response and will like that to be noted here.
  

  N.B I am not **************** as I noticed I was referred to that severally in the response, so I am not even sure if the response was meant for me.
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/23/2023

  Resident signed Lease Agreement, which clearly defines notice to vacate requirements (section 3) and proper notification was provided to resident (10/21/22) prior to the required 60 day notice of intent to vacate regarding notice and/or renewal options. ******** signed the Notice To Vacate form reiterating financial responsibility requirements on 11/8/22. Since she released possession of the apartment prior to 1/7/2023, the rent obligation was until 1/7/2023 therefore she was financially responsible for the insufficient notice fee (this fee is the rent from January 1st through 7th) which would suffice the notice to vacate terms. While we do appreciate feedback, we have to abide by the terms of the Lease Agreement and signed Notice to Vacate.  

• Initial Complaint

  Date:01/08/2023

  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 have submitted numerous maintenance request in reference to my **** system, but nothing has been resolved. I am waiting for maintenance once again as I am writing this. A maintenance tech who handle one request told me that my air and heat were running at the same time and i absolutely believe him. I have unfortunately not seen him in a while. I have reached out to maintenance because my electricity bill has been increasingly higher, and was told that there is no proof the **** is causing this. I have complained about humid conditions where the windows have condensation, carpet is damp, and had mold around the window *****. I have had to buy dehumidifiers and a humidity checker because of this issue. I have spent my own money cleaning carpets because they have ended the yearly carpet cleaning. I spoken to management about all of these issues as well as emailed articles pertaining to the **** system and was told an inspection would be done, but that has not happened. I am a disabled Veteran who has medical issues and I cannot afford to inhabit an area with moldy conditions nor should I have to live with the discomfort of being extremely hot when the air is not working or extremely cold when the heat is not working. I have held up my end of the rental agreement, and I would like this company to do the same.

  Business Response

  Date: 01/20/2023

  Complaint ID:
  ********
  
  To Whom it may concern,

  
  As the resident mentioned in her report she was awaiting maintenance to come as she wrote up her concern. The same day (January 8th ) the maintenance team replaced the condensing unit. In following up with the resident today January 20th the resident stated she was very pleased with the **** and it is working fine. We appreciate her allowing the new maintenance supervisor and new manager to work on the system to resolve her concern and I apologize the matter was not known sooner to be resolved.

  
  Sincerely,

  
  ***********************
  Property Manager

• Initial Complaint

  Date:01/07/2023

  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 at the ********************* and I am being tormented by the above neighbors..I have been communicating the excessive noise to the office to no avail.I have recordings of the ************* and I was told at first ...Noise travels..it's the 3rd floor. Then I was told ....it's the washing machine off balance; then it was the washing machine has shoes in it. Then the last excuse was the noise was a hot water heater. I know what I hear. When i moved here; we had other neighbors which wete respectful...Nothing to complain about. They moved then we got the ******* neighbors. And I thought everyone must abide by the lease. I am not able to enjoy my living space due to excessive banging; thumping and pounding...all day long. Again; this issue was not an issue when the first neighbors we had....so yes; it is them. Not a washing machine ..Not a water heater but them.I am not able to enjoy my home as a result of their loud noise interfering with my quite enjoyment. All night long. So; I was forced to give a 60 day to notice to vacate because my husband and I are not able to sleep at night.I want to be release from this lease without penalty due to this issue being ongoing. I am frustrated and lack sleep.I am disappointed and feel as though the above residents are now retaliating on us because we have send numerous noise complaints. But what am I do?Their loud behavior and noise is being allowed. So, I forced to moved.

  Business Response

  Date: 01/10/2023

  Good morning,

  We received your corporate request yesterday of your concerns with your living experience. I connected with our onsite team to discuss the various steps they are taking to try to find resolution. Thus far they have repaired any appliances above your home causing noise, they have called and send written notices to discuss noise with your neighbors reminding them of quiet hours and that we share walls. It looks like you may be in an all wood flooring building versus carpet, which unfortunately can make normal apartment ************ a little louder without the carpet pad and barrier. Our team stated that they have offered waiving of the notice requirements and fees to transfer, but that is not an option you are interested in. We will give you a call to revisit some next steps and see what we can do to further remedy this situation. In the future, you may reach out to me directly for faster response, ********************************************* We look forward to resolving this for you. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18702146
  
  I am rejecting this response because: I have been living with these issues since September.   I am being forced to move due to neighbors that are disruptive and they do not abide by the lease contract or community rules. I was not offered to move to a sister community but was told that I could transfer immediately within the community.   Why would I spend money to hire movers to remain within a community that let me down.

  I'm disappointed and frustrated that I gave been having to deal with this.

  I still have not received any documents stating that I will be let out of this lease and i would like to move February 18th, 2023.  I need peace of mind.  This place is a nightmare.  

  i can not enjoy my home.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/17/2023

  Hello,

   We spoke via email in regards to your concerns. I received confirmation you are satisfied with the resolution. I have reached back out to your email address to ensure there are no new concerns and this is resolved. Thank you. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18702146
  
  I am rejecting this response because: I am being tormented in thus apartment from the people above.  The noise continues and is disruptive.  

  I am being retaliated on because I have complained about the noise to no avail.

  I am asking to be let out of this lease with no penalty because i am forced to move.

  And now I am being told I could have transferred to a sister community.  2 months too late.  And I am disappointed with this ****************** at this point.

  The office has no sent me any waiver to sign and I need to move from this nightmare and I am requested to leave February 18th....10 days before the 60 day mark.

  I have been putting up with this issue since September. 

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

  Business Response

  Date: 02/01/2023

  Hello,

  We have worked with you on your concerns. If you have any additional needs or questions, please feel free to reach out to me directly at ***************************************** Thank you.

  Customer Answer

  Date: 02/01/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/02/2023

  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 Dec 25th, 2022 in the afternoon, one of the water pipes in my apartment broke due to the severe weather conditions during this week. This resulted in flooding part of the living area in my one-bedroom apartment. I called the fire department who came and shutdown the water. Then, I contacted the leasing office who sent me a maintenance guy who fixed the pipe and soaked the water then the carpet company treated the carpet with some sprays. However, the mold smell is still very strong and I cannot breath properly in my living area. I contacted the administration of the MAA in ********* where I live, to change the carpet for me. However, they refused saying that they will be paying a lot of money for the company that will move my furniture and they are not ready to do so. I am now suffering in this apartment because I can't breath properly and the smell of the mold is terrible. The smell of the mold is very unhealthy and it will cause me many health problems in addition to how difficult i is to stay in the living area with this smell.

  Business Response

  Date: 01/09/2023

  On December 25th, **** called in a leak coming from her storage closet due to a pipe burst from freezing temperatures from Winter Storm ******* The fire department came out and turned off the water to the building until the pipe could be repaired. Our contracted vendor came out on December 25th to extract the water, fix the pipe, turn the water to the building back on and place fans to dry out any moisture in the carpet for 3 days. Once the fans were removed the carpet was cleaned and treated to prevent any mold/mildew growth. **** reached out and said that her carpet smell like mold and she could not breath and live in those conditions and wanted her carpet to be replaced. Maintenance went to assess her carpet conditions and said that her carpet looked fine and did not have an odor. I informed him that we would not be replacing the carpet and he relayed the message as I had intentions on letting her know as well. I went along with my assistant property manager to assess the carpet for a second opinion. I could not really smell the carpet due to the aroma of food and the window being open but there was a light stench. I explained that we followed protocol and mold/mildew takes longer to grow compared to the timing of when her carpet was wet. She stated she just wanted her carpet padding double checked to make sure it is not still wet. I reassured her that we could have our carpet vendors to come out and treat the carpet and double check the padding and start there; **** appeared to be satisfied with the response. The carpet vendor stated that "We can come by tomorrow to check everything, carpet clean and apply and antimicrobial. Usually takes 21 to ************************************************************ that case it can appear immediately. What she is smelling is the pad off gassing bacteria. This is common and just like the odor you can get from a wet towel. " I shared that information with her as well. I followed up with her to see if the smell got better and she informed me that he did not check the padding because he did not have the proper equipment. I will reach out to our carpet vendor to see what happened with that. **** stated that it smells much better.

  Customer Answer

  Date: 01/21/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/26/2022

  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 lived at the Lincoln on the Green Apartments from September 2018 to September 2022. I was scheduled to move out on 9/08/2022, and after disputing several charges the final total I was given was $150.83 by the Assistant property manager *************************. On 10/13/2022 ************************* advised, via email" that an "insufficient notice" charge had been removed from my account, but a statement that I received that same day stated that $107.98 of the $150.83 was for "insufficient notice." As per the office staff, I sent an email to ************************* on July 8th, 2022, exactly two months prior to the end of my lease, stating that I would not be renewing my lease. This is why I do not owe that fee. Currently, I have sent numerous emails to *************************, the general office email, and ***************************** (Property Manager). These people do not respond to emails and have blown me off when I show up in person. According to their staff, they are never in the office or too busy to talk. I have left numerous messages, and I have even contacted the corporate office in an attempt to settle this situation. This charge has been sent to collections, and threats have been made to affect my credit score. Also, I was not present for the final walk through of my apartment, but I made sure that the apartment was left in excellent condition. I have yet to receive my deposit back, or an explanation of why I would not receive my deposit back. I know several people that have moved out of Lincoln on the Green Apartments, and all have said that they make up something to charge people with as they were moving out. I could have paid the $150, but I do not owe it. I will not allow these people to bully me out of my hard earned money. I would appreciate your assistance with this matter. Thank you.

  Business Response

  Date: 01/04/2023

  I have reviewed the above referenced account and found that **************** was not charged an insufficient notice fee. However, he needed 2 additional days to move out and therefore was charged rent for 2 additional days. He did not pay a security deposit upon moving because he worked for a preferred employer and therefore did not have any funds to be refunded. I hope this helps clear up any confusion. 

• Initial Complaint

  Date:12/17/2022

  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.

  We have experienced a pipe burst twice in the last week. Gallons of water flooded our apartment. Our property would have been damaged had we not been present both times. Employees of MAA have confirmed the issue is the fault of maintenance. The same pipe that has burst has not been sealed properly. 6 different people have come to work on the issue in our apartment with no proof of certification. We have contacted the property manager who offered a $388 rent deduction but we simply do not feel safe living here. This has wasted our time and put our lives and property at risk. The $2100 we pay in rent is not justified with this quality of service. We are seeking one full months rent in compensation as well as a ********-certified plumber repair. We would like the option to move to another apartment if we cannot feel assured that the issue is properly addressed.

  Business Response

  Date: 12/19/2022

  On December 4th, the resident put in a work order that their hvac sounded like it was leaking. On December, 6th maintenance replaced a part on the water heater and believed the issue was resolved. On the night of December 10th, the resident called emergency maintenance because their water heater was flooding. Maintenance responded and found that the piece replaced did not hold. Fans and a dehumidifier was added to their apartment to dry out the apartment and drywall repairs were completed on December 15th. The resident's rent is $2005. On December 16th, a prorated rent credit of $388.02 to cover December 10th-Deceber 15th was added to their account. On Saturday, December 17th, the resident called emergency maintenance because they reported a leak in the water heater. Maintenance responded and found that the *** cement used was not strong enough so maintenance replaced the part with SharkBite fitter. Our contractor, ******** Pluming is on site currently to make sure the repair is complete and inspect the water heater for any other issues. The dry wall and carpet repairs are also getting completed today. A prorated rent credit of $194.04 was applied to their account today (December 19th) to cover days December 17-December 19th. Although we will not issues a one month credit, we can discuss transfer options if interested.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18604565
  
  I am rejecting this response because:

  The unsafe living conditions presented themselves on December 4th and persisted until at least today, December 19th.  We still do not have a report from a state-certified technician that the plumbing is fixed and safe.

  The business failed to adequately respond to an emergency plumbing issue within 1-3 days of December 10th when the first leak and subsequent flooding occurred.  A ******** state licensed technician was never brought on-site for this first occurrence. 
  

  $1423 base rent (not including the increased price of utilities that we will have to pay for loss of water and use of heavy duty drying appliances) for an unsafe apartment is not fair value. 

  We look forward to working with the property management company to come to a fair resolution. 

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

  Business Response

  Date: 01/03/2023

  Hi ******, 

  The repairs are completed in your apartment. ***************** does not provide reports to residents, however as I mentioned over email, ***************** replaced the mixing value on your water heater. If you notice an overage on your electricity bill, please provide 3 of your last bills and we can credit off any difference to your account. We provided a prorated rent credit of $388.02 to cover days December 10-December 15th and prorated rent credit of $194.04 to cover days December 17th-December 19th. As we have provided credit for the days your apartment was not inhabitable, we will not issue any further credit. 

   

  Thanks,

• Initial Complaint

  Date:12/14/2022

  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.

  Paid $500 to MAA **** apartment complex when I moved in for my emotional support animal. I have submitted a doctors note, a *** registration letter, the fair housing act and HUD animals facts showing that I am exempt, but they still forced me to pay. After they took the money they have been ignoring me and started being rude to me so I give up on asking for a refund.

  Business Response

  Date: 01/20/2023

  After several attempts to contact and discuss this concern with our resident via phone, on 1/20/23 we emailed ******************** with detailed reasoning on the decision to decline his assistance animal accommodation request based on the documentation provided.  We included the invitation to submit new verification documents to reconsider his request.  

  Customer Answer

  Date: 01/26/2023

   
  Complaint: 18572205
  
  I am rejecting this response because:

  I was told by MAA **** property manager that the doctor whom I was given the diagnoses for an emotional support animal has a bad reputation and thats why they are declining my application. 

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

  Business Response

  Date: 02/13/2023

  Based on HUD guidance, it is our policy with regard to assistance animal accommodations not to consider any third party, who established a relationship with a person requesting that accommodation solely for the purposes of providing the required verification, to be a reliablesource, familiar with the disability.  Based on this, we cannot accept the provided documentation as verification, however we are happy to re-evaluate new verification from a third-party professional with whom you have a therapeutic relationship regarding the disability.  

   

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18572205
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/03/2022

  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.

  Ive rented at other MAA properties for 8 years with no problems. It has been 5 months at MAA Preserve and the noise complaints have been poorly handled. MAA is a pet friendly community but they should not interfere with a tenants covenant of quiet enjoyment. The person in 201 has a large dog that runs, jumps off furniture, throws things on the floor as early as 5:30am. The chaos is so loud that I have clear recordings on my phone that I presented to the property manager and legal counsel. From 8am to 8pm it is caged where it paws at the floor from boredom, bark all day. I have complained about this to the office with no response. It wasnt until after a ****** review that I was connected with the property manager. While he has been prompt, the solutions to this issue are unsatisfactory. Nothing has changed, so for my mental health I HAVE to take the offer to transfer on my own dime just to be able to sleep and enjoy a living room that I pay $1700 for. The waived fees mean nothing, especially when Im not the one who created the problem. There is a disconnect between the office and property manager. I called to start this process and they have no idea what Im referring to. Its now been a week since then. If I have to move, I need reassurance that I will be approved for the new apt of my choosing so I can repack my life and book a moving company in advance but no. This entire process has been disappointing at every turn.

  Business Response

  Date: 12/05/2022

  Hello,

  Thank you for your response. We apologize that you have experienced a noise concern within your apartment home. We are working with the upstairs tenant in efforts to limit the noise concerns. The regional property manager will reach back out to address your concern. We appreciate your continued patience and residency at MAA Preserve. 

  Thank you,

  MAA Preserve Management 

• Initial Complaint

  Date:11/27/2022

  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 moved into *************************** in June and from the time we moved in things were already broken are continuing to break from water, sink, A/C, door, dryer, freezer, door lock, roaches, doors dont actually close etc. my husband and I chose this community because its in a good neighborhood and for **** a month and the claim to be a luxury apartment complex we assumed the price would match the quality of the apartment however that was not the case not a month has gone by that we havent seen maintenance in our apartment and aside from having 17 maintenance requests there is emails with the apartment manager and a call to corporate to get things fixed. At our last apartment we were there for two years and maybe had 5 maintenance request only one for a real issue the rest were things like smoke detector battery etc. We have a 13 month old son and him playing with a ***** was the last straw we have decided to move out.

  Business Response

  Date: 12/02/2022

  After investigating the situation, I found that *************** did not have the best move in experience. Unfortunately, some items were overlooked while preparing the apartment home for move in. While this was not ideal, we recognized that we did not meet ******************* expectations and issued her a $500 rental credit for the inconvenience. In addition, I have confirmed all work orders were addressed promptly after her move in and any work orders submitted within the last 5 months have also been resolved. I recognize ***************** gave us the required 60 day notice. However, the early termination agreement does require a termination fee in the amount of $3486. 

  As we regret we were unable to meet ********************* expectations, we would also like to offer her a free Express Clean upon her move out. This is a savings of $250 and allows her to move out without cleaning her apartment home or being charged any additional cleaning fees.   

   

   

   

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18468526
  
  I am rejecting this response because:

  While the 500 credit was applied for the issues at move in I did not mention that in my complaint. My complaint is about all of the issues after you have to admit for $1800 a month at a luxury apartment complex the issues we faced and the amount of issues we had especially the roaches (we killed at least 6 in one day you cannot tell me that is because were in the south because Ive lived in the south 14 years and have never) are ridiculous in the time we were there not a month went by where we didnt see maintenance at least twice literally every time something was fixed something else broke and we dealt with this without doing a single review online or making any public complaints trying to give the apartment complex the chance to make the false advertising we were given during our tour and my son playing with a ***** right. 

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

  Business Response

  Date: 12/06/2022

  We regret we were unable to meet ******************* expectations at ***************************. We are willing to meet her in the middle by offering to waive 1/2 of her termination fee in the amount of $1743.