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:04/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing this complaint due to a serious mishandling of my application process at MAA ***********. On April 7, 2025, I submitted a rental application for my family. After receiving a pre-approval, I was instructed by the leasing consultant to submit proof of income. I submitted the requested paystubs and shortly after, my payment of $225 was processed.The next day, I received a system-generated message instructing me to set up renters insurance and confirming the next steps for move-in. Moments later, I received an abrupt denial stating that my paystubs were deemed fraudulent with no call, no verification attempt, no request for clarification, and no supporting documentation.This is not just about the denial its about the lack of professionalism, failure to verify employment, and the inconsistent communication from staff, including the leasing consultant and property management team. I have email documentation showing contradictions, a lack of transparency, and what I believe to be class-based and racial bias in how we were treated as a young Black family moving from out of state.Despite several attempts to follow up and request a proper explanation, no one took initiative to clarify, investigate, or take responsibility for the mishandling.Desired Resolution:A full refund of our $225 application-related charge A formal review of the staffs conduct and communication ***************** that no negative marks were added to our rental history Accountability for mishandling our case, which resulted in unnecessary stress and financial loss We are requesting BBBs assistance to ensure this is properly escalated and addressed.

  Business Response

  Date: 04/26/2025

  To Whom It May Concern,
  
  Thank you for taking the time to provide your feedback and for making me aware of this complaint.  It saddens me to hear that your recent experience at our office did not meet your expectations. MAAs team of professionals strive to provide excellent customer service to all people.  We have thoroughly reviewed the submitted application,documentation you submitted as income verification and applicable correspondence.The information supplied to our office after the completion of the application did not meet the transparent criteria outlined in the terms and conditions section of our application thus resulting in a declined application.
  
   In addition, I have also completed a formal review with each associate to go over the complaint and to ensure that we are able to move forward in continued alignment with MAAs Core Values and Code of Ethics. We take this claim seriously. On Behalf of MAA, I reassure you there were no incidents of discrimination. 
  
  I have been in communication with Rashaka to go over concerns in detail, and I have processed a refund of the $225.00 process fee. Rashaka has requested to pick up the check from our office. As communicated to Rashaka we will notify you as soon as the check is available for pick up. We thank you for your interest in our community and we wish you and your family the very best.
  
  Should you have any further questions, please contact our office for assistance.

• Initial Complaint

  Date:04/10/2025

  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 the MAA apartments at ********* in **********, ** just less than a month ago. After spending only 4 days in the apartment I filed a noise complaint against the upstairs neighbors. The apartment complex said they reached out with a warning for the tenants. Following that complaint the noise did not stop. This included screaming over the phone, blasting music, and vacuuming at 2 or 3 AM. We brought the issue back to the leasing office with video evidence of the noise and asked if it was possible to transfer our lease. We were told that the upstairs neighbors would receive another letter stating the lease violation since it looks like the first one was just a general statement to keep the noise down. We were also told that transferring the lease is their last resort since they would rather remove the problem than move us. However, if the noise continued transferring was an option. We have continued to have issues with screaming and music throughout the day. When we called the leasing office as instructed we were told to call *** to file a complaint. The noise that is occurring is never going on for a long enough period for us to have the police show up in time to experience it. To add on to the noise we have also had packages stolen with pictures of them being delivered at the door. After bringing up all these concerns we were again told they will follow up and to call the office if we have issues. We were also told they do not want to transfer us because it would cause us to uproot our lives. I replied that at this point we would rather do that than stay. I was then told we do not qualify to transfer our lease since we have not lived in the apartment for at least 6 months. I am looking for other apartments and will get a lawyer involved to break this lease if a solution cannot be found.

  Business Response

  Date: 04/11/2025

  At this time, management has done everything that we can legally do without being able to verify exactly where the noise is coming from. The Property Manager has provided options for a transfer or lease termination to the resident and is awaiting her decision. If you need additional information, you can reach me at ***************************************************************.

  Thank you,

  **** ***

  Senior Regional Property Manager

   

  Business Response

  Date: 04/16/2025

  Date Sent: 4/11/2025 5:28:43 PM
  

  At this time, management has done everything that we can legally do without being able to verify exactly where the noise is coming from. The Property Manager has provided options for a transfer or lease termination to the resident and is awaiting her decision. If you need additional information, you can reach me at ***************************************************************.

  Thank you,

  **** ***

  Senior Regional Property Manager

   

• Initial Complaint

  Date:04/09/2025

  Type:Product 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.

  MAA Prosperity Creek in ********* is forcing a later lease termination date on me because of their refusal to acknowledge a contact form I submitted through their online resident portal giving my lease termination notice.I submitted the online contact form through their contact us page on their resident portal on 03/22/25. I used the form because I could not locate an email address on their website, and it was after hours. In the form, I specified the termination date which was 60 days from the notification date of 03/22. I ended the notification by asking for all information on how to proceed with the lease termination. I didnt receive a response to that contact us form. I sent a couple follow up emails to addresses I found asking if MAA had received my initial contact form. I got my first reply from MAA on 03/28 saying the lease termination policy is standard, but with no confirmation or denial that they had received my initial notification. I assumed they must have since they ignored the question I had asked in my email and directly referred to the lease termination. I waited a couple of days to see if they would load the fee to my account so that I could pay it. When the fee never showed up I again reached out to them. They said that since I hadnt responded to their last email, they didnt think anything more of it, where I was under the impression that I was very clear about terminating my lease in my initial contact form. Since then we have exchanged emails disagreeing on the termination date. Ultimately, their complete disregard of THEIR online contact form will cost me because it makes me responsible for an extra week of rent etc.Since I have to move out, and I need the lease to be terminated, I have paid the fee and, under protest, signed the termination documents that state the later termination date. I should not be held responsible, financially or otherwise, for their incompetence in receiving and responding to their own online contact form.

  Business Response

  Date: 04/22/2025

  While we did not receive or have a record of the lease termination fee being paid on 03/22/25, we acknowledge your efforts to notify us and have acted in good faith to help reach a resolution. As a gesture of customer service, we have offered to backdate the notice date in recognition of your intent to terminate the lease around that time. We believe we have addressed all reasonable concerns in accordance with the terms of your lease agreement and applicable laws.
   
  
  

  Customer Answer

  Date: 04/22/2025

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

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

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

  *********, NC 28269

  
  

• Initial Complaint

  Date:04/09/2025

  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.

  My husband and I are tenants at MAA ********* (Unit 4118) since 2021. Unfortunately, since March 28, 2025, weve been trying to resolve a serious mold issue in our apartment. From the beginning, we informed the property manager, ******* *******, that my doctor requested a mold inspection due to chronic health symptoms. We submitted a certified lab report confirming mold in the **** system and bathroom, where a leak has existed since 2022.Despite this, Ms. ******* responded that MAA does not accept personal mold tests which is not stated in the lease and contradicts Florida Statute *****. She later falsely claimed we declined an **** inspection. In truth, their technician arrived with no tools or certification and confirmed he was not qualified to inspect for mold. This claim was misleading and negligent.Instead of certified mold remediation, MAA only offered air duct cleaning. Per Florida Statute ********, mold remediation must be performed by licensed professionals. General duct cleaning is not remediation and does not meet legal health standards.The maintenance team has repeatedly painted over visible mold on the bathroom wall a superficial fix done since 2022. Painting over mold traps moisture, allows it to grow beneath the surface, and leaves spores in the air. No proper remediation or repair was made.We have provided all documentation: lab reports, photos, and evaluations from certified professionals. After nearly two weeks of emails, MAA continues to deny the issue and offer inadequate solutions. Our health and safety have been compromised.We request: (1) MAA fund proper mold remediation by a licensed provider; (2) all mold-related maintenance be documented in writing; and (3) management stop denying certified findings. We are prepared to take legal action if this is not resolved.

  Business Response

  Date: 04/23/2025

  We disagree with the assertions in the complaint and maintain that we have addressed the concerns consistent with our obligations under the lease and law.  The resident provided a mold report that did not identify any significant mold issue and refused services from the landlord,insisting on a different scope of work.  While we disagreed with the complainants position, we agreed to reimburse the resident for the work that they wished to be performed.  We consider this matter resolved.  Thank you! 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23181787
  
  
  Dear BBB,
  
  
  Thank you for forwarding MAAs response.
  
  
  I would like to respectfully clarify that while I accepted the reimbursement yesterday, this was not an acknowledgment that the issue had been resolved, nor that their position was correct. My acceptance was based on the urgent need to protect my familys health and by the time of reimbursement, the landlord had not taken appropriate steps to professionally remediate the situation.
  
  
  The EMSL Analytical lab report I submitted provides clear and objective evidence of two distinct areas of active fungal growth (Condition 3 status):
  
  
  1) Air Handler Plenum (**** system)
  2) Master Bathroom floor 
  
  
  According to the ***** S520 standard, Condition 3 confirms the presence of actual mold growth, not just spores which requires remediation to a Condition 1 status by licensed professionals.
  
  
  It is not accurate to state that I refused services.

  
  As registered in many back-and-forth emails with the property manager, ******* *******, I clearly stated that I was not willing to accept a company that was not certified as mold remediator and only performs merely dust cleaning, as that does not meet the legal or health standards for mold remediation.

   

  The law and my medical condition require remediation to be performed by a certified mold professional, which was not offered by the landlord at any point.
  What I declined was repetitive superficial painting, which had already been done several times since 2022 without resolving the problem.
  
  
  As a result, I had no choice but to hire and pay for certified mold remediation services for the **** system, which MAA has now offered to reimburse. That portion of the issue was addressed externally due to the urgency of protecting my familys health.
  
  
  However, this does not resolve the core issue in the master bathroom. The floor continues to show trapped moisture between the vinyl and the subfloor, as confirmed by inspection and moisture readings. This area is still classified as Condition 3 and just one level below Condition 4, which is considered uninhabitable under professional remediation guidelines.

   

  The matter is not solved because I still having a conversation to solve it with the manager, plus the floor in the shower started to leak into the unit below, showing how dangerous is the situation. 
  
  
  For these reasons, I respectfully request that the complaint remain open or marked as unresolved until the underlying environmental condition in the master bathroom is fully and professionally remediated.
  
  Sincerely,
  

  
  **** ******

• Initial Complaint

  Date:04/07/2025

  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.

  03/04/2025 I called the office and spoke with the young lady pertaining to paying my rent I had to close my account due to fraud and had no access to pay online, so called to find out how to pay the rent on the 3rd. The young lady told me I could pay with a money order and no other information was given. I called the next day to verify they received the money order in which they did and then the assist manager or manager stated I would be charged the late fee and I asked why I paid my rent on the 3rd before midnight. She goes into telling me that the lady should have told me to pay the rent by 6pm and that there is a place to go pay the rent up to 10pm. She asked if I come into the office we could listen to the call when I went in now she saying there nothing she can do and the late fee stands. That is not fair I paid the rent according to what I was told and don't feel I should have to pay late fees being my rent was not late. The late fees for last month need to be adjusted and removed based on there not given the correct information, with the correct information I would have done as they told me. Just give correct and accurate information so people as myself don't fall into having to do things like this. Going forward I am aware of the policy for not being able to pay online. Just want my account adjusted and late fee removed.

  Business Response

  Date: 04/08/2025

  This letter is in response to the complaint filed by *********** regarding the late fee assessed to her account for the March 2025 rent payment.

  Ms. ********* signed lease agreement includes a clearly defined late payment policy, outlined in Section 2, Paragraph 2. It states: If your rent is not paid on or before the third (3rd)day of the month, the Landlord will charge a late fee in the amount of 9.95% of your Monthly Base Rent on the fourth (4th) day of the month... Payments received after the office has closed for the day, on holidays, or on any day the **************** is not open for business, will not be credited to your account until the next business day, and a late fee may be incurred.

  According to our records, Ms. ******** submitted her payment after business hours on March 3rd, 2025, by placing it under the office door. As our office had already closed for the day, the payment was not received or processed until the following business day, March 4th. In accordance with the lease agreement, this resulted in the automatic application of the late fee.

  
  We certainly understand Ms. ********* concern and empathize with her frustration. However, we are obligated to follow the terms set forth in the lease, which are uniformly enforced across all residents to ensure fairness and consistency.
  While we regret any inconvenience this may have caused, the late fee was applied in accordance with the lease terms, and we are unable to remove it.

  
  We remain committed to maintaining transparent and fair leasing practices and are available to provide further clarification as necessary.

  
  Thank you,
  ***** ******
  Property Manager
  MAA Greenwood Forest

  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product 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 October 1, 2024, I submitted my renters insurance policy to MAA via their required third-party portal (Get Covered/PolicyVerify) as instructed. I later received an email stating the *** could not be read, so I followed up by emailing the policy directly, as requested.On October 3, 2024, I received written confirmation from MAAs Policy Review Support stating that my policy was valid and that I could disregard future non-compliance notices. I also called the leasing office, who assured me that everything was fine and I would not be charged any fees.However, between October 2024 and February 2025, I was silently charged a $16/month non-compliance insurance feedespite having been told that I was in full compliance. I never received any phone calls or emails warning me that I was being charged.When I brought this up to MAA in March 2025, they confirmed that my policy is compliant and said I would no longer be charged moving forward. However, they refused to refund the previous charges, citing a vague internal policy deadlineeven though I had submitted everything on time, followed all instructions, and was explicitly told my policy had been accepted.If this issue were truly about missing a policy deadline, then at most, I should have been charged for a single monthnot several.I am requesting a full refund of all non-compliance fees charged in error ($80 total), as I was assured by both email and phone that I was in compliance.I am also concerned that another $16 fee may appear on April 1. I would like this complaint to ensure that no future non-compliance charges are added going forward, and that my account is fully cleared.I did not want to file this BBB complaint. Ive made multiple good-faith efforts to resolve this privately. Im simply asking to be treated fairly and to have this issue resolved based on the clear evidence and communication provided.

  Business Response

  Date: 04/01/2025

  Hello,

  Weve submitted a ticket with our provider to process this credit. We apologize for the delay and appreciate your patience. The credit should be applied to your account within 5-7 days.

  Customer Answer

  Date: 04/07/2025

  ****************start="270" data-end="273"> As of 4/3/2025, I have received written confirmation and verified that the full refund of $80 has been applied to my ledger.
  While the process involved some delays and miscommunication, I appreciate that the issue was ultimately resolved.
  I consider this matter closed and appreciate the assistance provided during the final stages of the resolution.

• Initial Complaint

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MAA ***************** is charging me for items on my Move-Out Disposition Statement that I believe are unjustified. Despite multiple attempts to resolve the issue directly with property management, I have not received an adequate response. After raising concerns about the charges and referencing Georgia Code 44-7-33 regarding improper deductions from my security deposit, I requested the issue be elevated to the property manager and a written email response. However, MAA ***************** ignored my request and threatened to send my account to collections.The charges include wall repainting, which was added after MAA provided me their Move-Out Inspection report stating all walls were in good condition. They claimed the kitchen wall needed repainting due to grease splatter, but the walls around the cooking area are tiled and cannot be repainted. This charge was added outside the legal timeframe for charging tenants for damages under Georgia law, and I was not provided evidence to support this charge.I was also charged for appliance cleaning, including a minor smudge on the microwave. These charges seemed disproportionate and nitpicky, especially since I opted out of their express cleaning program. The fees were very close to the cost of the program, raising concerns about fairness. I thoroughly cleaned the appliances before move-out, and they were left in good condition with normal wear and tear from a 3-year tenancy.Additionally, I was charged for tub cleaning, despite reporting deterioration of the tub needing repair multiple times over a year. The repair was never performed, and it didnt make sense for me to scrub the tub before the repair. I also had to clean up sewage backups in the laundry room and garage at my own expense, with no reimbursement. These charges are unfair and should be removed, as I fulfilled my responsibilities and the issues I raised were neglected by property management.

  Customer Answer

  Date: 03/26/2025

  The landlord (Assistant Property Manager) has confirmed that they are retaining the charge for wall repainting. However, this charge was posted after the 3 business day window for providing an itemized list of deductions following the move-out, and no proof or supporting documentation for the charge has been provided.

  Business Response

  Date: 04/07/2025

  The charges were reviewed, an adjustment was made,and communicated to the former resident.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23105627
  
  I am rejecting this response because:
  

  Since moving out, my bill has not been adjusted in any way. I have thoroughly checked my credit card statements, email records, and the resident portal, and there is no evidence of any adjustment being made, which the business claims. Additionally, when I disputed the charges with the property manager, my dispute was denied without resolution.

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

  Business Response

  Date: 04/18/2025

  Thank you for your follow up, and we apologize for the delay in communication.  The damage charges will be refunded and a member of our team will be reaching out to confirm your forwarding address.

• Initial Complaint

  Date:03/15/2025

  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 out of my apartment with MAA on 02-13-2025. I was sent a move out statement with trash removal fees added on to the charges. When I inquired on the charges, they stated trash was found next to a cardboard box with my name on it. I proceeded to speak with the assistant property manager and the property manager to review the situation. According to the property manager (these are her EXACT words, via email): Hi ******,Thank you for reaching out. I am happy to assist you with this. Upon review of your move out inspection/pictures, it appears there were multiple bags of trash left (4+) and a cardboard box. The charge for trash removal is $25 per bag. In this case it appears you were only charged for 2 bags.Please let me know if you have any other questions or if I can assist you with anything else. So, I responded with this: For clarification, I am being charged for trash bags that were not inside of my apartment, because a cardboard box was found next to them with my name on it?. The property manager responded and stated: When trash is left on property, on maintenance team will open bags/boxes to determine who left the trash behind. This trash was found in an isolated spot with items with your name on it. That is the reason you were charged for the trash removal. So, going off of this logic, anyone can be charged for trash that is not theirs if it is found in an isolated place, with one item that has your name on it, which is exactly what happened to me. The property manager is not responding to my emails, nor is the corporate team getting back to me. My account is due to go into collections if I do not pay the outstanding move-out balance within the next week. I will not be paying the balance until the charges are reviewed; as I believe they were placed erroneously. Moreso, I asked for a copy of my previous lease to review the trash fees, which went ignored. I need someone to assist me as the people that should be helping are not doing so.

  Business Response

  Date: 03/19/2025

  In an attempt to resolve any resident's concern, I have removed the trash removal fee in dispute. I emailed the resident back letting her know and sent the updated move out statement reflecting the added credit.

• Initial Complaint

  Date:03/05/2025

  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 submitting this complaint to formally document multiple unresolved issues at MAA *** ******, affecting both my quality of life and financial well-being.1.Persistent Property Violations The complex has ongoing pest infestations, abandoned vehicles, improper parking of commercial trucks, unmaintained outdoor areas, and trash overflow. These violate local municipal codes and create an unhealthy and unsafe living environment.2.Gate ********************* Damage On February 25, 2025, the entrance gate malfunctioned and caused damage to my 2014 **** F-150 XLT by breaking both side mirrors. This was due to the propertys failure to maintain the gate, which remains a hazard. Despite notifying management, there has been no resolution or acknowledgment of responsibility.3.Unprofessional & Discriminatory Conduct A leasing office representative, ***** ************, openly mocked my medical condition and dismissed my concerns. I have documented health issues, and her response was unprofessional, inappropriate, and discriminatory.4.Fraudulent ***************** Charges I have an active, valid renters insurance policy, yet MAA *** ****** continues to charge me an unjustified $16 monthly fee. Despite multiple attempts to resolve the issue, the staff refuses to correct their error.Resolution Requested:Immediate resolution of all property violations and safety hazards.Full reimbursement for vehicle damage.A formal apology and assurance that staff will act professionally.Removal of fraudulent charges and a permanent fix to my account.These ongoing issues highlight serious mismanagement, negligence, and failure to uphold lease obligations. I expect prompt corrective action.

  Business Response

  Date: 03/07/2025

  Thank you for sharing your concerns about your experience at MAA *** ******.  I have researched the issues and have outlined our formal response below:

  Renters Insurance

  It is my understanding that our third party vendor who manages renters insurance compliance has acknowledged that your policy was valid and credited the fee however the system continues to charge the fee in error.  I have escalated the issue to the corporate representative with MAA who manages the relationship with GetCovered.  As soon as I determine what the issue may be with the coverage and/or the resolution to the system issue causing the charges I will reach out. 

  Pest Infestations

  Our extermination vendor visits the community on a weekly basis to treat apartments upon request.  Additionally, the exterminator treats all vacant apartments during the make ready process and provides full "clean out" service as requested by management.  If you require service please reach out to the management office to be added to the pest control list each week. 

  Parking Concerns

  Please advise what vehicles you are referring to so that we may identify the owners and, if they are in violation, address the issue.  You may email me directly with this information at the email address below.  Please note that we have the right to control parking per the lease agreement and will enforce parking regulations accordingly.  

  Trash Concerns

  Please be advised that there may be items dumped at the community at times and/or items removed from apartments that have been abandoned.  In these events the team makes sure to have a junk removal company haul off the items in a timely manner.  Trash left in the breezeway is a violation of the lease and offenders can be fined.  If you see this issue and wish to report it please contact the office.  Additionally, the breezeways are pressurewashed on a regular basis.  If there is one that needs special attention please advise as to the location of the need. 

  Gate Damage

  In reviewing the security camera footage of the incident, it appears that the vehicle in question did not slow down to scan the access control fob.  The video shows the vehicle attempting to follow closely behind another vehicle which resulted in the damage. The gates are operating as intended. 

  Team Concerns

  MAA strives to provide a superior level of service to our residents.  I understand that you feel as though this has not been the case during your residency at the community and I apologize that the experience has not met the level we strive to achieve.  Please feel free to direct any further questions to me via email so that I can assist in resolving the issues and to ensure that the remainder of your time at the community is a positive one. 

  ********* ********, Regional Vice President

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

   

   

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23027039
  
  I am rejecting this response because: See emailed response.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/17/2025

  I am in receipt of your rejection of MAA *** ******** response.  It appears that you referenced an email communication as the reason for the rejection.  We have been communicating via email regarding your renters insurance policy and have refunded the fees for February and March.  Our email correspondence has been focused on that issue.  Are there other concerns that I did not address in the initial response? 

  To confirm, your original concerns were pest control, parking concerns, trash concerns, gate damage and team concerns.  As stated, please advise us if you need pest control to visit so that we may communicate that to our vendor.  Regarding the parking and trash, we monitor the parking lots and compactor areas but would appreciate you advising us of any specific issues that may need to be addressed.  We are working to ensure that any illegal dumping and/or vehicles in violation of the lease are taken care of promptly. 

  The damages from the gate will not be reimbursed since it appears that the vehicle did not swipe the key fob to gain entry instead the vehicle tailgated another car.  

  Again, my apology for your experience thus far at the community. 

  ********* ********, Regional Vice President

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

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23027039
  
  I am rejecting this response because:
  Thank you for your response. However, I do not accept the resolution provided, as several of my concerns remain unresolved or inadequately addressed.
  
  While I appreciate the refund related to the renters insurance policy, my initial concernspest control, parking issues, trash overflow, gate damage, and on-site team communicationextend beyond that and still require proper attention.
  
  Specifically regarding the gate damage: I strongly dispute the claim that I tailgated another vehicle. The gate had been broken and left open for approximately a week prior to the incident in question. Given this context, the assumption that I bypassed proper access procedures is unfounded.
  
  I am formally requesting the full, unedited video footage from all relevant cameras for the date and time of the incidentincluding the footage from the pole camerawhich will clearly show that I did not tailgate another vehicle. I expect the footage in its entirety to ensure complete transparency and fairness in the review process.
  
  If this footage cannot be provided, I request that the claim be withdrawn and the matter be re-evaluated appropriately.

  I also request a detailed and actionable plan addressing the remaining unresolved concerns. If needed, please escalate this matter for further review. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 03/28/2025

  Thank you for your response.  As indicated, we are renewing our request that you report any issues you require assistance with and/or observations of specific concerns on the property. 

  Our records indicate that we have not received a request for pest control for your apartment since November 2024.  We are prepared to treat at your request however we must receive express permission from you to enter the apartment home on the scheduled day.  If you wish for our team to have the vendor treat the apartment we will need an email stating your request. 

  With regard to the parking concerns, I visited the community this week and observed only one parking violation at your building (a U-haul trailer).  The management staff is addressing this now.  There were no vehicles with out of date tags witnessed and no one actively working on a vehicle.  Please advise if you witness any violations in the future. 

  Given the delay since the gate incident the video and key fob history has been overwritten.  Since we cannot prove any negligence we will move forward with a claim.  Please provide the office team with 2 estimates for damage to the vehicle as well as proof of ownership.  Once we receive that information, the on-site team will reach out to coordinate reimbursement for repairs.  

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

  Regional Vice President

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MAA Tapestry Park had my vehicle towed with zero notification or attempt at contact with me. They claim the vehicle was "tagged" and given 24 hours notice, yet they have my phone number, email, apt number, and a myriad of ways to contact me and did NONE - Zero notification! If they would have notified me I could have told them I was literally getting the paperwork to get the vehicle registered the day they had my vehicle towed. Now it's going to cost me $343.76 PLUS ***** per day to get my vehicle back from where it was towed. This is unprofessional and on-par with the horrendous property "management" this company claims to do. The information for a user's profile is not completely editable when they make mistakes. Their employees constantly & consistently make errors in data entry and documentation. Including but not limited to transposing SS#'s with ********* wife's information on the initial application which resulted in a denial erroneously. They failure to mark our unit as occupied in their system after we moved in. Failed to supply mailbox keys. Errors and issues with the gate call-box codes for guests and deliveries to our unit. Incorrect lease term vs what we were quoted in writing & by email. They close maintenance requests without actual resolutions or explanations. Fail to contact me when maintenance requests are made with the specific request of "contact before entry" when minor children are in the unit. When we first moved into the unit it was filthy, which I have photo proof, yet I was told "it was cleaned, so there's no reason to give you a rent credit". Vents had mold and mildew on them. Various electronics did not/do not function properly since moving in. The overall grounds of the property has trash and discarded items everywhere. Security Gates are often broken or consistently broken/disarmed. To pay almost $2,000 a month in rent is disgusting for this type of properly and lack of service or care for the people who live in your complex.

  Business Response

  Date: 02/19/2025

  The vehicle in question had been unregistered since 2023, which is a violation of the parking policies outlined in the lease agreement for residents of MAA *************. As part of our standard enforcement procedures, the vehicle was tagged with a notice providing 24 hours for the owner to remove it or bring it into compliance. After this period passed without action, the vehicle was towed in accordance with our communitys policies.
  
  While we understand the residents frustration, it is the responsibility of all vehicle owners to ensure their registration remains current and that they comply with the parking guidelines established in the lease agreement. Proper notification was provided through the tagging process, and the towing was conducted per policy.
  
  

  Customer Answer

  Date: 02/19/2025

  Complaint: 22943640
  

  I am rejecting this response because:

  Saying you provided "Proper Notification" is subjectively & unequivocally false.

  MAA has this vehicle listed as my vehicle, attached to our lease, with multiple phones numbers for my wife and  I, multiple emails for my wife and I, a means to call or text, and had dropped off a letter at our door TWICE for other items regarding MAA notifications within 1 day of this occurrence. It's simply a poor attempt to CYB by saying I was properly notified. Furthermore when I brought this up in the office, to be told "we have a lot going on right now" is outright INSULTING to me as a resident. The vehicle was sitting not bothering anyone, not being driven, logically any rational adult human being would admit it's not logical or rational to expect that notice to be observed or viewed within 24 hours.

  Yet you have people who consistently park across multiple parking spaces, park in handicap spots, tailgate through the front gate, leave the doors open to the mailbox hallway, with no repercussions for those individuals. I could honestly care less about other people, however it's the principle of the matter, and inconsistently of when or if to actually enforce rules for this complex by the management company.
  

  Every single other notification to me as a resident has been done with via email, text, a letter at the front door, or a letter AND multiple emails. As I stated, I passed the tow-truck on my way out of the garage on the way to the *** to get the vehicle registered. Which makes this 10 times more frustrating that I was not actually notified. Claiming I was notified and actually notifying me are two distinctly different & separate things.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  Again, the tag was expired for over a year.  Law requires that the vehicle be tagged for 24 hours, then towed.  No other communication or action is required.  The property is in compliance with the requirement.  It is the auto owners responsibility to maintain current tags as per the lease.  We will reach out to the resident to see if we can assist with a partial credit as we care about our residents but cannot acknowledge any responsibility other than the resident as the vehicle owner.