Complaints

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

close

Find a Location

MAA has 228 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
• 

  MAA Southwind

  8345 Championship Dr Memphis, TN 38125

  
• 

  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
• 

  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

• 

  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: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 have lived in my unit at MAA ********* for several years. In those years, Ive had no complaints or issues with noises until my previous neighbors in the unit above me (3rd floor) moved out in July. The flooring was updated. I can now hear and feel the vibration of every footstep taken by my new neighbors. The vibrations from their footsteps are so strong that they often cause my apartment to shake. My ceiling fans, blinds, and paintings shake. It is intolerable! These noises and vibrations often happen late at night and early in the morning (11 pm - 3 am). As a resident, I am entitled to Quiet Enjoyment. I have the right to occupy my rental unit peacefully. However, I am constantly being disrupted by the noises and vibrations from the upstairs unit. I am also awakened at odd hours of the night by these excessive noises from my upstairs neighbors. These noises include loud banging, dropping, dragging, arguing, yelling, and dogs barking. I have done my due diligence in reporting this issue. I started reaching out to the leasing office for help in July 2022. My next door neighbor and I met with the assistant manager and gave a detailed account of this noise issue. I have sent 7 complaints in writing to the leasing office manager and assistant manager since July 2022. I have also called the front office and the apartment after-hours line on more than 10 occasions. However, the leasing office has done nothing to resolve this issue. It is an ongoing issue. This is an unacceptable living condition.

  Business Response

  Date: 12/09/2022

  I spoke with ******* on the phone.  I explained that the Courtesy Officer was able to respond to her noise complaint against her neighbor within a few minutes and did not hear any noise.  The neighbor is also denying that they are making noise. They did admit to watching a movie and I made them aware they must keep the volume lower as the yelling she heard could have been from the movie.  The neighbor stated she banged on her ceiling (their floor) yelling profanities that same night.  She is denying that she did this. 
  I explained that since her neighbor has been disputing being loud with the noise complaints she has placed, we need a witness to the noise as we can't take sides.  She believes that since she has lived here for 7 years that should be enough evidence.  I explained we can't operate that way.  In response to her request of being let out of her lease,I made her aware that MAA can't waive termination fees but that we could waive a transfer fee if she would like to move on-site at her own expense.  She said she would like to move forward with this option. She has selected another apartment to transfer into on-site.
  
  ********************************
  Property Manager, MAA Riverside
  4403 Northside Parkway Atlanta, ** 30327

   P: **************

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18467290
  
  I am rejecting this response because:

  As previously mentioned, I have lived in my unit at MAA ********* for almost seven years without any issues with noise from my neighbors. The manager (******************************) has given no appreciation for the fact that I have been a resident for seven years with no prior complaints. However, the current tenants above me have been making excessive and abnormally loud noises, often late at night and early in the morning. I have recorded these noises for verification. However, the manager has refused to accept them.

  Also, as previously stated, after the renovations to the flooring, I can now hear and feel the vibration of every footstep taken by the tenants and their dogs.

  After my last complaint, the MAA Riverside manager offered to transfer me to another unit. I spent a significant amount of time and effort searching and viewing new units. We were not able to find another 2nd-floor unit that would not have a noise issue. Therefore, I was considering transferring to a third-floor unit. However, I do not wish to live on the third floor.

  In addition, the manager's response (BBB response) belittled my complaint. She stated that the yelling I heard might have been from the upstairs neighbors watching a movie on t.v. She has no evidence of this and should not have stated it. She failed to mention in her response that my upstairs neighbors admitted to watching a movie loudly at 3:00 am. She stated that she asked them to lower the volume. She also failed to mention that the courtesy officer went to the unit to investigate the noise issue. However, the neighbors did not answer their door. In fact, the courtesy officer stated that each time he visited the upstairs unit in response to a noise complaint, the tenants never answered their door, and he informed the manager of this.

  Further, ****'s response quoted a statement from the upstairs tenants (indicating that I banged on the ceiling and yelled profanities). This was a blatant lie. She had no evidence of this and no right to quote this. This was very unprofessional. More importantly, this is defamation. It goes against MAA's commitment to providing its residents with a safe, fair, and comfortable living environment. Her response is unacceptable. The handling of this situation is unacceptable.

  As previously stated, I can no longer have peaceful enjoyment in my unit. Furthermore, I was unable to find a suitable replacement unit. Therefore, I request to be let out of my lease. I also made this request to the corporate office. They did not respond to my request. The manager responded. She overlooked my previous response, where I stated that I do not wish to live on the 3rd floor.

  I request to be let out of my lease. As I have the legal right to enjoy my unit peacefully, this should be a straightforward request. However, it has currently been denied.
  
  Sincerely,
  ******* 

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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.

  *** reached out to corporate more than 10 times in the past 6 months, and no one has called me back regarding the debt settlement for *****************.

  Business Response

  Date: 11/22/2022

  Good Afternoon
  
  Thank you for reaching out regarding your balance with MAA ************.  Your account has been turned over to our collection agency.  Since the account has already been transferred to TSI you will need to contact them directly to discuss settlement and/or payment arrangements.  The collection agency is TSI and they can be reached at ************.  

  The collection agency has a pre-approved settlement rate per our agreement for all former residents in collections.  MAA does not negotiate directly with former residents once an account is turned over to collections.  You will need to follow up with TSI to negotiate any settlement requests etc.  TSI will provide you with all necessary documents per the agreed upon terms of the settlement or payment plan.  MAA is not able to assist with this matter once it has been moved to the collection agency.  Hope this helps better understand the process and next steps for you to contact TSI directly.
  
  Thanks,
  
        ****** Jackson
         Regional ******************** Division
         ********************************************************************************************************** 75001
         P: ************  M: ************
         www.maac.com

  Customer Answer

  Date: 11/22/2022

   
  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:11/20/2022

  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.

  Moved in on: 7/15/22 For the time we moved in, several problems like no ** for a month over a span of 2 months as it was replaced then started leaking again etc. others to mention but the most concerning that Im here to share is the neighbors blare subwoofer music through our master bedroom 24/7, mainly all day everyday when I work nights at the hospital. I come home to try to get 7 hours of sleep if I can unless the speakers are shaking my whole bed frame. I have to be in surgery cases and work with NICU babies where if I dont get healthy sleep I am not able to do quality work let alone my mental health be any good. I have messaged the leasing office numerous times about the situation and how to move out of here but yet they say they contacted the apartment making the noise with nothing being any different still music being played all day all night. I told them that we have called the cops acouple of times for noise complaint as the ordinance was past its time. We keep getting our quite safe living environment ruined and we are falling apart week by week. We need assistance on how to move out before we turn unhealthy with the living environment.Please contact me asap about the steps my wife and two kids ages 4 and 7 months old can take to get out and try to live a healthier lifes, also she is graduating nursing school next month and will be working nights at the same hospital so that if she has to deal with the music and bass from speakers we will be really bad off. We need to get out as weve wasted the past 5 months in misery due to the living situations no ** and noisy neighbors, weve contacted corporate about the ** as you all could possibly have that on record. I will settle with you all $2,000 cash (more than a months rent) to move out today. Nothing more because of the living environment we have had to deal with is awful and unfair. Were wiling to settle or negotiate, otherwise bring it to attention elsewhere.MAA Twin Lakes ******* **

  Business Response

  Date: 12/01/2022

    As of today 12/1/2022 at 2:40pm, we have not made contact with resident to be able to address his concerns.  The following is a list of time that we have tried o reach ******************; 11/21/2022 2:30 PM LVM and emailed, 11/23/2022 -  3:00 PM LVM, 11/28/2022 4:15 PM LVM  and emailed, 11/29/2022 3:30 PM Posted letter to door, trying to reach, 11/30/2022 4:45 PM Straight to Voicemail (full; no message).  

  Please let us know if you need anything else. 

  Customer Answer

  Date: 12/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is needed to be handled by my wife as I sleep during these hours stating I work on night shift at the hospital. I will have my wife call because now there is subwoofer music coming from below my sons room all day. My wifes phone number listed in the apartment as well ****** : **********. We need to move out is the bottoms line, theres no way for us to live a peace life have my son out of his room so that I can sleep but all of the sudden below his room there is music and the music from the master bedroom doesnt stop as well.

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

• Initial Complaint

  Date:11/17/2022

  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.

  I applied for job and they completed a credit check. This job refused to hire my due to inaccurate information on my credit is listed as a "Judgement/Lein" from MAA ***************. This company filed 2 judgement/lien with ****** JP CT 4-2 ******. Thes account were paid in full 2017/2019, they are still reporting is an outstanding open balance. MAA Remington Hill refuses to submit a judgement/lien release form with the court to get the judgement/lien removed.

  Business Response

  Date: 11/30/2022

  To whom it may concern,

  Multiple staff members have spoken with ******************** and she was repeatedly advised that we are unable to accommodate her request. She was given the reason we cannot accommodate during each conversation.

  ******************** was evicted for non payment of rent and judgement was awarded to *************** in May 2018. Her file and account were submitted to a 3rd party collection agency after this time. Once a file is sent to a 3rd party collection agency, the property no longer has access or information pertaining to the file. Payment was not made to the property, nor does the property does not have any documents or information pertaining to her lease contract or account. For these reasons, we are unable to submit a release of judgement on her behalf.

  While we certainly understand her frustration, this request is not the responsibility of MAA ***************.

  If you have any additional questions or concerns, please do not hesitate to contact me.

  Best regards,

  *****************************, CAM

  Property Manager

  MAA ***************

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

• Initial Complaint

  Date:11/03/2022

  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.

  MAAs manager at the North Hall apartments, assistant manager, and VP failed to respond to my emails when I was inconvenienced due to their elevator being broken for three months. It was time for me to move and I emailed them to find a remedy for me due to my health condition. (I paid $2600 to break my lease due to MAAs inability to provide an acceptable and safe standard of living for their tenants, despite it taking them a month to fix a broken shower head that caused me to be displaced). After blatantly ignoring my emails, I was finally able to get someone on the phone (which is impossible most times), who said the elevator was not owned by them so they couldnt do anything. I asked them, what accommodations are you offering for tenants moving in and out? She advised that tenants use the elevator in a completely differently building that was detached. I told her about my health condition and she couldnt offer any support. I have severe asthma and was unable to move my own furniture down 4 flights of stairs, and then back up. Therefore, I spent more than $300 on movers, a Uhaul truck, etc. MAA has failed to take any responsibility for their inadequacies and inability to provide a decent standard of living. They hide behind being short staffed and never find ways to make it right. MAA should have credited my account given my situation and/or offered to pay to have my furniture moved because I couldnt. This inconvenience was not my fault and I didnt deserve to be ignored. Ive been a stellar tenant, paid my rent on time every month, and had zero complaints. I regret not seeking an attorney the minute MAA made it clear that they were unable to fix basic maintenance requests within a timeframe that is legally reasonable.

  Business Response

  Date: 11/08/2022

  Elevator and all maintenance is managed through Kone.   Onsite Property ******** **************** Director as well as myself were in communication with Kone elevator at minimum twice per week to find resolution to the down elevator.  Communication was  emailed to all residents regularly regarding updates from Kone on parts needed for repairs.  Repairs were outside of our control and although we tried to hold the pressure to the vendor it did not get parts here any sooner.  We did not offer concessions to any residents due to the elevator being out of order.  There was not a formal request for a reasonable accommodation by any resident.  In reviewing software data of communication I agree communication could have been better the final two weeks the resident resided at the property.  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18355992
  
  I am rejecting this response because:

  (1) I reached out for assistance three times and was ignored, once by the property manager, once by the assistant property manager, and once by the **************************************** (I attached the emails I sent to them);

  (2) communication from MAA was not regular and did not explicitly indicate the unreasonable delay and there was a month in between the last two emails sent out regarding the elevators (I have evidence of that, too);

  (3) I spoke to ******, the assistant property manager, on the phone (after she ignored my email) who said the elevators were not owned by them and therefore it was nothing she could do--I explicitly asked her for any accommodations they could offer me and she spontaneously uttered "use the elevators in the next building."

   It should be noted, the elevators in the next building are attached by a garage and consisted of an inconvenient travel distance through multiple locked doors and stairs. It took moving professionals two hours to load my moving truck (I had a 1-bedroom apartment) using this route, forcing me to pay for additional time. Most importantly, I made it very clear (to all of the aforementioned) that due to my severe medical condition, I was unable to climb up and down 4 flights of stairs to move my furniture.

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

• Initial Complaint

  Date:11/02/2022

  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.

  Background: We moved to MAA ********** Apartments, *******, ** in 1st week of August. Our rent application procedures were completed and were provided welcome letter to ********************************* apartment in June, 2022. During July we were in touch with rental office to confirm all documents and fees are received and there are no issues for move-in. On our day of move-in (Aug 4th), we traveled from ** to **. Once we reached rental office, we were told that unit 810 was not ready and after many requests they provided other unit 920 Briarvista at the end of day.Before our move-in I had setup appointments for Gas and electricity for unit 810 which I had to change to 920 on 8/4/22.Issue & desired resolution: MAA Briarcliff charged us Gas vacant ($16.29), electric vacant (****) and ************* admin fee ($55) on Nov 1st. I would like to dispute these charges ($79.34) and get credit to my account.Attachments - my email exchange with **** (Accounting) to resolve issue without any success - evidence of gas/electricity start date for original unit (810 **************)- Gas South confirmation from Aug 4th 6:20PM confirming turn-on date Aug 10th for new unit 920 - GA ***** bill from Aug 2022 confirming I have paid for electricity since Aug 5th - Earliest appointment to turn on Gas was provided as 08/10 by Gas South due to availability of technicians - Property manager (********) email approving Gas/electric confirmations for new unit (920) by Aug 8th - Welcome letter for original unit 810

  Business Response

  Date: 11/14/2022

  ************** moved into apt 920 on 08/04/22 and is responsibly for the utilities of this unit from 08/04/22. As a courtesy we have credited back $55.00 on his account for the utility transfer administrative fee. Thank you.  

  Customer Answer

  Date: 11/15/2022

   
  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:11/01/2022

  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.

  Hello, I have been living in this apartment community for a little over 6 months. While I have had numerous frustrating maintenance issues, my current issue and the one I would like some help with, is that I have no access to my mail. On October 11, I went to check my mail and found that a crucial piece of the lock was missing and my mailbox could not be closed. I submitted a work order and the lock was replaced. I retrieved the new keys when I got back from a work trip and after going through a few sets of keys, the right ones were identified. A few days went by and when I got back from another work trip, I went to check my mail and the new mail key got stuck inside the lock. I couldn't open the mailbox and retrieve my mail and I couldn't get the key out (Oct 17). I submitted another work order and tried to explain that the issue was not the lock but that the larger mailbox unit was mis-aligned. They again replaced the lock. When I got those keys, I was again, unable to open my mail box. Maintenance came and opened the mailbox once (Oct 25). The the following day, I was unable to open my mailbox. Sometimes the whole unit gets 're-aligned' after the mail carrier deposits the mail. So I have tried several times over the last week, but at this point, I have not been able to check my mail since October 25th. I have submitted another work order and have had no response, or no indication that the business intends to address my issue.

  Business Response

  Date: 11/02/2022

  We have seeked to resolve each maintenance request of ****************** since she moved in. The maintenance and office staff have gone above and beyond to rectify any concerns presented in a timely and efficient manner. ****************** current concern regarding her mailbox is set to be completely resolved by the end of November. We have provided a solution in the interim until our mailboxes have been replaced. Although, it is of no fault of the community or staff, we have been diligent to make sure all of her needs have been met to the best of our ability. 

  Customer Answer

  Date: 11/09/2022

   
  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 appreciate the support of the BBB and do not believe we would have arrived to this conclusion without your support. 

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

• Initial Complaint

  Date:10/31/2022

  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.

  I was told today that this company and their policies supersede state and federal law. They state you do not get a ***** ****** until the 5th, like any other morally equipped rental agency. Will charge you $75 a day and break the law. They cant understand that everyday life happens, deposits may not clear until the second or third. They are not for the people, they are for money. ************** state law is clear on rental payments and ***** ******s. We the people are tired of having our rights stripped away.

  Business Response

  Date: 11/10/2022

  Section *********, Subsection (B) of the ************** Landlord Tenant Act discusses nonpayment of rent. The Act does not require that we wait 5 days to initiate late fees, but it does state that we have the right to initiate an eviction if rent has not been paid within 5 days of the due date. However, our property actually waits until the 10th day of the month to allow additional time for residents time to make their payments. Also, we do not charge $75 per day.  A $75 late fee is charged on the 2nd of the month, and then there is a daily $10 late fee added beginning on the 3rd day of the month, which stops after 15 days or once rent has been paid.  All residents are required to sign a lease which agrees to the terms for residency.  The lease clearly covers the rent payment and collection policy.  The lease meets the requirements of the ** Landlord Tenant Act.

• Initial Complaint

  Date:10/26/2022

  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.

  Me and my boyfriend have lived in these apartments for almost a year. We have never had an issue with the leasing office until they falsely accused our dog of biting someone. They realized they were wrong and apologized. They then falsely accused our dog of something else. I got upset and fussed at them because Im tired of being a target for no reason. They called my fussing a leasing violation to where Im not allowed to call or come to the office. Only email. I have on multiple occasions complained about the neighbors above us stomping at all hours of the night, day, morning, etc. their dog barks to where we can hear it inside and out. They stomp so loud that our fire detector ****** loose and is now hanging because of it. I emailed yet again and the leasing office refuses to respond to me. We pay **** a month and are getting ignored about issues we are having. This is not ok. Please help us. They have 3 stars online for a reason. Im this close to contacting an attorney. Im not allowed to call or go up there so all I can do is email and they are blatantly ignoring our emails. I sent another one letting them know Im going to file a complaint or just call an attorney because I have emailed too many times with no response and the issue has not been solved. I even sent them the recordings of the noise.

  Business Response

  Date: 11/08/2022

  MAA Management addresses all concerns, including noise, with the resident(s)/individual(s) responsible.
  While management enforces the lease agreement and addresses lease violations, we also consider the daily noises that occur in apartment living,like the noise that can occur when someone walks.
  As a pet friendly community, pet lovers and their four legged family members reside at our community.
  Any aggressive incident involving an animal will be addressed.Without witnessing the incident, management relies on the parties involved to identify the pet/pet owner. The victim of the incident initial misidentified the pet owner to management. Within an hour of the initial conversation with Ms.********* boyfriend, the leaseholder, management realized the error in mistaken identity and management apologized. Shortly thereafter, the incident was resolved with the pet owner involved.
  Any leaseholder, occupant or guest, based on his or her own behavior or continued behavior, can receive a legal notice from management notifying the person they can no longer call or return to the leasing office and all future communication must be in writing. 

  Customer Answer

  Date: 11/14/2022

   
  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:10/24/2022

  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 just moved out of the Lighthouse Apartments on ********************* Building 20 apt 202 and paid the fee that MAA charges for apt and carpet clean up. Instead of cleaning the carpet like I paid them to do, the office just decided the carpet needed to be replaced and is charging me $675 for it stating it was due to excessive wear and tear. When i asked them to show me proof that the carpet couldn't be cleaned all the front office did was send me pictures of the carpet that wasn't cleaned. They didn't bother to attempt to clean it they just wanted the carpet replaced and wants me to flip the bill. When I refused and told them to clean my carpet and show me proof that it couldn't be cleaned, they just stated they somehow knew it couldn't be and threatened me by saying if I don't pay the fee they will send me to collections. I refuse to pay for something they decided to do that wasn't necessary.

  Business Response

  Date: 11/01/2022

  To Whom it May **************************** paid a $159 express cleaning fee before vacating her apartment. Express Clean is a program which offers vacating residents the opportunity to have their apartment cleaned upon move-out.  The fee covers cleaning the entire apartment including range, oven, refrigerator,bath(s), closets, exterior of ********************* AND carpet cleaning.  However, it does not cover damages above normal wear and tear.  It was determined during the move-out inspection that the carpet could not be saved due to heavy soiling.The previous carpet replacement date prior to their move-in was 11/2018. When ************* vacated 9/2022 the carpet was slightly less than 4 years old.  ************* was billed in accordance of her lease agreement. She was billed 50% of the original replacement cost due to its life expectancy. In addition, a credit of $55 was applied to her account since the carpet was not salvageable.  She disputed her charges and was sent pictures taken during the move out inspection. It was determined that the charges were billed correctly and due. She was offered to set up payment arrangements. However, she declined and stated she would contact the BBB. Her account has since been sent to collections. I have included the move-out inspection pictures as well. Please feel free to contact me directly if any further documentation is needed or if you have additional questions. 

  Thank you, 

  ***************************, CAM

  Property Manager

  Lighthouse at *********************

  ************ phone 

   

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18308333
  
  I am rejecting this response because: to date there has been no documentation to support the carpet was damaged or unsalvageable. The carpet was not cleaned as I stated previously to show any "excessive wear and tear" as claimed. This was determined by a random employee therefore this is not a justified charge. 
  
  Sincerely,
  
  *************

  Business Response

  Date: 11/11/2022

  The carpet was heavy soiled upon move out. The former resident was previously provided pictures.  In the pictures you can see the outline of furniture and multiply stains.  ************* was issued a credit for the carpet cleaning. The express cleaning charge covers normal wear and tear but damages are additional. I have included the original invoice showing the carpet was replaced in 2018, the new invoice from 2022 and their original move in inspection form. They were charged a prorated amount in accordance with the lease agreement.  The carpet was 3 and half years old and only 50% of the original cost was billed for damages.  The charges are valid and due.