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:01/21/2025

  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 filed out an application for an apartment. The application was approved and I paid ****** for the deposit on Friday 1/17/25. Dues to unseen circumstances on Saturday 1/18, I was not able to continue the process. I emailed them Monday asking for a refund and they said I was outside the 48 hour window. The representative told me if I didnt take the apartment, they would refund my money. She never mentioned a 48 hour window. The company is closed on Sunday as per their website so I reached out on Monday. I would have sent them an email, however, when I go to a website and the site says closed I or any other normal person would just continue the day after. The company said they will not refund my money back due to their policy which is not law. Also, I was not aware of their policy until after I contacted them on Monday. I was not given any paper work of the policy when I left on Friday. I believe they just dont want to refund my money back. This seems very fraudulent.

  Business Response

  Date: 02/03/2025

  In summary the $250 processing fee will be refunded to the applicant, however the $85 application, which is non-refundable once the application is submitted, will not be refunded.  The application states the $250 processing fee is refundable if the application is canceled within 48 hours.  ********** did not receive communication (during or after business hours) until after the 48 hour period, however, in good faith we will refund the processing fee.  This will be processed within the next 72 hours and will take 4-6 weeks to receive.   

• Initial Complaint

  Date:01/18/2025

  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.

  About six months ago, I made MAA aware of a vandalism situation with my vehicle. At that time, I asked them to fix the gates and install cameras due to the increased criminal activity at MAA. This was the condition of me moving in here, a gated community. They remain open and improperly working and allowing criminals to be able to enter our community. Fast-forward to January 13 of this year just six days ago I came out to leave to work Monday morning and found my vehicle vandalized. $12,000 worth of damage to my vehicle. I have requested not only that they keep our gates properly working and closed to the outsiders And I've also requested for cameras to be installed because of the increase in criminal activity inside the MAA community. I am requesting my body shop bill be paid in the amount of $12,011.78. My vehicle requires repair to be driven. It was towed to the body shop.

  Business Response

  Date: 01/29/2025

  Hello,
  
  Sorry to hear about the issues you have experienced with your car.  I did want to clarify that our entry and exit gates are meant only as access control in an attempt to limit access to our parking lot to strictly residents and their guests ensuring adequate parking is available to our community and not to deter crime or in any way or guarantee safety for the community.    
  
  Our lease also states the following:
  The Landlord does not market, represent, or guarantee that the Apartment or the Premises are safe from crime or that Landlord provides security services and devices that ensure the safety of You, Your Occupants, guests, or invitees or for Your or their property. You agree that Landlord is not responsible for the crimes of others, the actions of third parties, or any damages or injuries caused by other residents, guests,intruders, or trespassers. You are aware of the risk of crime against You and,to the greatest extent allowed by law, choose to assume all such risk.
  

  The onsite team does work diligently to keep up with the property and address issues timely including any repairs needed for our gates.  In this instance, there was an issue with one of the relay switches that needed to be replaced.  Unfortunately, these parts and can take some time to come in and then be installed by our vendor.   I am sorry again this happened- please let us know if you have any other concerns or questions. 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22829736
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/13/2025

  Good Afternoon,
  
  On my end, it is showing that you stated you were rejecting the response, however the details were left blank.  It reads: I am rejecting this response because  with no further information provided.   
  
  If you have additional information to provide, we would be happy to review in consideration of your original request.  Otherwise at this time, our current position remains the same and in accordance with your lease agreement that we are not responsible for the crimes of others, the actions of third parties, or any damages or injuries caused by other residents, guests, intruders, or trespassers. You are aware of the risk of crime against You and, to the greatest extent allowed by law, choose to assume all such risk.

• Initial Complaint

  Date:01/17/2025

  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 have recently noticed that there is a collections account associated with my previous residence in the apartments where I lived almost two years ago. I believe this is incorrect, as I do not owe anything to the property management. I have documentation, including a video of my apartment at the time of my move-out, which confirms that it was in excellent condition. Additionally, the office staff conducted a pre-move-out inspection (something I've never heard of before) and remarked on how clean my apartment was.Furthermore, I was never refunded my security deposit after moving out, which I unfortunately overlooked as I was focused on purchasing my first home. I believe the property management owes me this ********* add to my concerns, I was charged nearly $1,000.00 for a month-to-month stay during my final month, which I find to be excessive and unacceptable, especially given the current economic climate. I kindly request that this collection account be removed from my credit report as soon as possible. Thank you for your attention to this matter.Greenwood Forest Apartments ***** Greenwood *********************************

  Business Response

  Date: 01/29/2025

  This resident went month-to-month for one month and 4 days, the resident was made aware of the month-to-month charge on their last billing statement.  The resident had a $125 security deposit on hand which was paid at move in and applied to her final billing.  The amount sent to collections after move out was final utility billing which the resident was notified of at move out and twice 30 days after.  The $125 security deposit with applied to the final move out statement. 
  

• Initial Complaint

  Date:01/03/2025

  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.

  On the day of December 27 2024 at approximately 5:20 I took my dog for a walk, and when I returned I could not remember my digital keypad code to get into my apt, so I attempted to flag down a resident of my apt building to help me, he was kind enough to call maintenious for me I spoke the man on call that night and he said he could not help me and referred me to SmartRent, the security system people who installed the system and the lady with SmartRent, who was very nice she explained to me that if I could give her my gmail password she could help me but I did not have my phone or my keys or my wallet, so I was not able to supply her any of my info, and it did not matter how much I pleaded they could not help me, **** was the lady with SmartRent, and the man on duty that night was not able to help me, it was getting late by this time, after exhausting all we could think of, i finally had to call a locksmith to come over and destroy the door keypad to let me in, it cost me $450.00, MAA, are claiming that they could not do anything for me at the time, so I did what I had to do, they are also claiming that If I had waited till the next business day, which would of been 1 and 1/2 days later and come in that would of gave me a code then to let me in, what I dont get is if they are able to let me in on the next business day why were they not able to let me in on the day of the it happening, and I ask them what there policy was on what constitutes an emergency, at the time, it being late and cold, I felt as if they just disregarded me and did not care about there own resident of almost 10 years, The fact that the door keypad is attached to my front door should be deemed property of MAA, and therefore should fall under there purvey, they are saying I have to pay for the damages to the keypad, All I am asking fir MAA to take some kind of fault for this and me not l having to pay for the keypad, will the BBB be able to help me with my dilemma, thanks you ****** *********

  Business Response

  Date: 01/07/2025

  Clarification to the date and time.  The date was 12.21.24 and the call came in at 7:19pm per the attached email we received of the call.  The general information provided by the resident is correct.  We did receive a call outside of business hours that he was locked out.  He did say he forgot his code.  Our residents do have other ways to access their home if they forget the code by using the App on their phone.   Unfortunately he didn't have his phone.  We directed him to contact SmartRent, our 3rd party company that we use for our smart lock system.  They attempt to help him gain access, but he was not able to confirm his identity through the measures at their disposal.  He decided to have a locksmith cut through the smart lock to gain access to his home.  Despite the residents perception, the apt is a rented space and not owned by him.  This would include the front door and the lock attached to it.  We are not able to reimburse him for the locksmith and he is responsible for the damaged lock replacement.  We explained to him if there was a malfunction to the lock itself, that would be a different situation and we would come out after hours to assist.  We would be able to assist residents in this situation during next business days hours of operation.
  

  Business Response

  Date: 01/17/2025

  Date Sent: 1/7/2025 3:46:02 PM
  Clarification to the date and time.  The date was 12.21.24 and the call came in at 7:19pm per the attached email we received of the call.  The general information provided by the resident is correct.  We did receive a call outside of business hours that he was locked out.  He did say he forgot his code.  Our residents do have other ways to access their home if they forget the code by using the App on their phone.   Unfortunately he didn't have his phone.  We directed him to contact SmartRent, our 3rd party company that we use for our smart lock system.  They attempt to help him gain access, but he was not able to confirm his identity through the measures at their disposal.  He decided to have a locksmith cut through the smart lock to gain access to his home.  Despite the residents perception, the apt is a rented space and not owned by him.  This would include the front door and the lock attached to it.  We are not able to reimburse him for the locksmith and he is responsible for the damaged lock replacement.  We explained to him if there was a malfunction to the lock itself, that would be a different situation and we would come out after hours to assist.  We would be able to assist residents in this situation during next business days hours of operation.

• Initial Complaint

  Date:01/03/2025

  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.

  To the Better Business Bureau,We are filing a complaint against MAA Ballantyne, located at *********************************************, regarding improper charges and unprofessional conduct related to our move-out from ***************************************************************After moving out, we received a bill that included a $602.64 fee. Before vacating, we paid MAA $200 for mandatory cleaning, including carpet shampooing, unless we provided a receipt from another company. On November 27, 2024, we received an email claiming the carpet required replacement due to massive pet stains and that we were being charged a prorated portion based on its lifespan.We denied the allegations and requested evidence, including photos and invoices. MAA sent corrupted files, making it impossible to verify their claims. Despite our requests for assistance, they failed to provide the documentation in a usable format, such as mail or accessible file types, raising serious concerns about their transparency.When we escalated to their corporate *************** team, we were told an investigation would occur, but no follow-up was made. MAA also publicly claimed to have provided proof, but the files remain inaccessible, as shown in the attached screenshots.MAA admitted via email that the carpets could not be cleaned, which should have resulted in a refund of the $200 cleaning fee. They claimed the carpets were replaced but failed to provide credible evidence, leading us to suspect fraudulent activity.We request financial restitution, accessible proof of damages, and an explanation for MAAs handling of this matter. We are escalating this issue to authorities, as we believe MAA Ballantyne and its staff have acted fraudulently.

  Business Response

  Date: 01/06/2025

  Dear ***** **** and Quincy,
  
  Thank you for reaching out and sharing your concerns regarding the charges associated with your move-out. I appreciate the opportunity to address this matter and provide clarification.
  
  Our goal is always to ensure that the move-out process is transparent and fair. After reviewing your account and the move-out inspection, here are the details we noted:
  
  The carpet had several pet stains throughout which is why we were required to change the carpet. A new resident would not appreciate moving in on such carpet. We have attached the inspection which shows the condition you received your apartment in on move in day. It also shows the condition we received it back in. We have also attached the carpet invoice showing the price that we paid for the carpet you moved in on and to show you that you only paid a portion of the replacement. 
  We strive to base these charges on actual expenses and in accordance with the terms of your lease agreement. However, I understand this situation may feel frustrating.
  
  Your feedback is valuable, and we want to ensure a fair resolution. Please dont hesitate to reach out with any additional details or questions.
  
  Thank you for bringing this to our attention, and I look forward to resolving this matter with you.
  
  Best regards,
  
  ******* ***********
  Property Manager
  MAA Ballantyne
  

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22765624
  
  I am rejecting this response because: We would like to start by highlighting that your team was unsupportive of this matter until we filed a BBB complaint. Until then, we reached out multiple times, only to be ignored or met with no meaningful assistance. Please do not act as though you were initially helpful in finding a resolution with us. Your response here does nothing to address the core issues, and the documents youve shared further highlight the unethical practices at play. You openly admitted that the carpets had to be replaced, which common sense indicates means they were never cleaned. Furthermore, as anyone familiar with professional carpet cleaning knows (Also outlined in the photos in the move in-inspection document photos), shampooed carpets have visible lines from the cleaning process. The images you provided show no such lines, proving that no cleaning was ever even attempted. Instead, your team walked into the unit, documented damage, skipped the cleaning we paid for, and billed us. The inspection photos you provided raise another serious issue. Both the move-in and move-out inspection forms are marked green as good condition, yet you decided to bill us for replacement. You cannot claim something is in good condition and then turn around and say it needs to be replaced. This inconsistency further highlights a lack of attention to detail or care for your own process. Additionally, you billed us for other items that were also marked as good in the inspection reports, which makes it clear that your process is unreliable and arbitrary. One image in the inspection documents shows a stain beneath the carpet that you then had to pull back to locate, yet the top of the carpet in the same area on another photos shows no visible stain. How did your team know to pull up the carpet in that specific spot? The only reasonable conclusion is that your team was already aware of this pre-existing issue. Additionally, both the move-in and move-out reports clearly show a cut line running across the center of the unit, indicating that this is not the originally installed carpet, as you claim, but rather that it had been tampered with at some point. This further supports the idea that your team was aware of the pre-existing issue and is now attempting to cover it up. Not only did your team fail to perform the cleaning service we paid for, but you are now trying to hold us responsible for pre-existing damage in the unit. This is unacceptable, and we will not allow this to go unresolved.
  
  Quincy & ***** *******

  Business Response

  Date: 01/17/2025

  Hello ****** and ***** ****,

   

  While we certainly do understand your frustrations with the communication we have provided you all documentation several times in the month of December. We have attached the comparison inspection on how you received the apartment home on move in day and how it was returned to us. Our move out inspection system is a digital app where the Good and Damaged buttons are located right beside each other and can often be incorrectly chosen due to each persons finger size. With the massive amount of pet stains and the foul pet smell we are still trying to remove for the current tenant, these charges that have already been paid by you, are valid and will stand. While we understand it may not be fair, we have to hold residents accountable for their pets actions and making the necessary repairs to our apartment homes. 

   

  If you have any other questions please let us know. 

   

  Thank you,

   

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

  MAA Ballantyne

• Initial Complaint

  Date:12/10/2024

  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 reached out to complex three days after moving into there complex on 11/08/24 and expressed my concern about upstairs neighbor stomping thru there apartment. I was told by front receptionist that I can do an apartment transfer in six months and that was that. She showed no concern for my matter of concern. So I felt my concern went unaddressed. Now its a month later and the upstairs neighbors is still stomping thru there apartment everyday all day Monday thru Friday, on Saturday its all morning and day and night, on Sundays the stomping starts at 4am every morning. I expressed my concern again on 12/7/24 and was asked to provide video proof. I provided 3 to 4 videos to manager Ms ***** She stated she would reach out to neighbor to see whats going on cause that would be outside of the noise ordinance and to see if they could keep it down during certain hours. When asked what could be done, manager stated if I move out, I would face moving out fees. Then Im unable to move into a different apartment which I asked to do. Move to third floor, was told I would have to wait six months before I can do an apartment transfer. She basically said I have two options, move out or deal with the stomping and transfer out in six months. Well the stomping has not stopped. I cant get any sleep even on my days off. I reached out to file a complaint with customer service who says they can only create a complaint and send it over the complex manager and they would have to send it to corporate. They also stated that what Im going thru is not fair to me as a resident and to see if the complex would or could do anything about it. Then to contact corporate on my own. I reached out to complex to get corporate number, but complex have not provided me with any update on what can be done, or answered my calls. I will be contacting corporate own my own. If you are planning a move to this complex, please read there reviews, which I wish I would have before giving them my time and money.

  Customer Answer

  Date: 12/10/2024

  I have Vedic proof of the stomping on Sundays and just stomping repeatedly 

  Customer Answer

  Date: 12/10/2024

  If they can refund me the 1596 I paid to move in, I will kindly move out and find somewhere else to move to. Unless they want me to endure this cause they all about the money. Or will they do the right thing, cause how I could have known that the apartment complex had rudely neighbors. I couldnt have known this was gonna happen, if I could get the 1596 refunded. I would move out and let them rude and disrespectful neighbors be someone elses problem. If not, to be moved to the 3rd floor apartment they have available.

  Business Response

  Date: 12/17/2024

  Thank you for sharing this feedback with us. *****, we acknowledge your concerns and appreciate you bringing this to our attention. We understand how this is an inconvenience for you and your experience with us.MAA Brierdale wants all our residents, to enjoy their apartment home and their stay with us. Please be assured we have heard your concerns, and we are taking steps to provide you with a solution. We look forward in connecting with you. 

  Customer Answer

  Date: 12/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I will be moving too a different unit, thank you MAA for handling this concern 

  
  Sincerely,
  
  ***** G

  , NC 27617

  
  

• Initial Complaint

  Date:12/04/2024

  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.

  Hello,I hope this message finds you you well. My apartment unit at the MAA Eastside has been ***** infected for four months. It started when new neighbors moved in. Ive contacted the office several times. Pest control has been scheduled but there hasnt been any change. The issue has gotten worse. I dont feel safe and I fear for myself while cooking and trying to sleep. No one should have to live under these conditions. Is there someone that can please help me?Since this issue continues to occur, I would like to know the next steps.

  Business Response

  Date: 12/13/2024

  The property offers pest control services by a licensed pest control company to the residents. The residents call to request be put on the list for pest control.  Our scheduled day is Monday.  Lauren ******************** requested to have pest control for her apartment on 9/9/24, 9/16/24 and 9/23/24.  The pest control company treated her apartment and we did not hear from the resident again on this issue until November.  The pest control company is following the proper protocol for treating her apartment.  The apartment is not infested.  The resident contacted the City in reference to this issue.  They came to her apartment and also assured her that her apartment is not infested and that the property is following the proper protocol with the pest control company.  The resident has been self treating which counteracts the product used by the licensed professionals.  She has been informed to discontinue the self-treatment.  She has also been informed that pest control has to come in consecutive visits in order to resolve the problem.  We have also offered to let her transfer to another apartment within the community or within MAA without penalty.  She informed the manager that she was not able to find an apartment that she wanted to transfer to.  We will continue to follow the proper protocols to resolve the issue. 

• Initial Complaint

  Date:12/02/2024

  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 been living in apartments for several years and never had a problem with getting my *** Letter approved until I moved to MAA. MAA made me sign *** Verification papers as well as my therapist (which is illegal by the way) because all you need is a official letter from my therapist stating my diagnosis in order to approve ***** therapist filled out your papers correctly stating ALL OF MY DIAGNOSIS and you still denied me. I even attached A PERSONAL HAND WRITTEN LETTER FROM MYSELF ALONG WITH MY *** PAPERS YOU MADE ME SIGN STATING MY DIAGNOSIS and I ALSO ATTACHED A DEATH RECORD FROM ONE OF THE **** I WAS GOING TO BRING WITH ME THAT PASSED BEFORE I WAS ABLE TO MOVE IN WHICH AFFECTED MY MENTAL HEALTH EVEN MORE AND YOU STILL DENIED **** DID EVERYTHING CORRECTLY AND YET YOU STILL DENIED ME JUST SO THAT YOU COULD KEEP MY 400 DOLLAR PET DEPOSIT. MAA IS A VERY MONEY HUNGRY COMPANY.I CALLED MY PROPERTY MANGER TO ASK FOR THE NUMBER TO THE MAA CORPORATE THAT APPROVES THE LETTERS AND THEY TOLD ME THEY DON'T HAVE THAT INFORMATION BUT THEY CAN SUBMIT MY *** INFORMATION AGAIN WHICH I KNOW ITS GOING TO GET DENIED BECAUSE ONCE AGAIN MAA IS MONEY HUNGRY AND WANTS TO KEEP MY MONEY.I LOVE MY NEW APARTMENT. AND THE MANAGEMENT IS GREAT AT MY LOCATION SO THIS HAS NOTHING TO DO WITH THEM. THIS HAS TO DO WITH THE MAA CORPORATION LEGAL TEAM THAT APPROVES THE *** LETTERS.IF I DO NOT GET MY REFUND AND GET DENIED AGAIN I WILL GET HUD INVOLVED BECAUSE THIS IS DISCRIMINATION. YOU CANNOT DENY SOMEONE BECAUSE OF A DISABILITY ESPECIALLY WHEN THEY HAVE PROVIDED ALL THE INFORMATION YOU NEEDED AND ON TOP OF THAT YOU DONT EVEN HAVE A NUMBER SO THAT I CAN REACH OUT TO YOU TO DISCUSS THE SITUATION.I HAVE A COPY OF EVERYTHING I SENT YOU AND I WILL SEND IT TO HUD IF THIS IS NOT FIXED. THIS IS GOING AGAINST THE FAIR HOUSING ACT AND CONSIDERED DISCRIMINATION.ATTACHED BELOW IS EVERY THING I SENT IN WHICH IS ALL THE INFORMATION YOU NEEDED TO APPROVE ME.

  Business Response

  Date: 12/06/2024

  We deny the allegations of this complaint and do not agree to provide any refund.  The charges are authorized because the resident agreed to pay the one-time pet fee and monthly pet rent by executing a lease agreement that specifically provides for payment of these charge.  A waiver of the charges was requested on grounds that the animal was an assistance animal needed as a disability-related accommodation.  All assistance animal requests for non-obvious disabilities/needs are reviewed by our ***************** Decisions are made based on HUD and *** guidance and case law. We have explained to the resident why we do not agree to waive the charges as a disability-related accommodation.  Anyone requesting an accommodation can provide additional documentation for reconsideration of their request. Additionally, this is not the correct forum for this dispute, the correct forum is in front of HUD.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22626553
  
  I am rejecting this response because: i will be reaching out to HUD tomorrow and they will be reaching out to you.

   

  the questions asked on that *** paper are illegal and i will be submitting that to hud as well. 
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 12/06/2024

  I would like to add more information on this. MAA has asked multiple illegal questions on their "Verification form" a letter from a therapist is all you need and i have gave you way more information on my disability than I was suppose to. The questions that you have asked me on those Verification papers are illegal and you are not suppose to ask those questions. I did contact *** and I have submitted a discrimination complaint againt you. I am going to read hud every question on that paper you gave me as well as send them all of the information I provided here. My therapist filled out those papers correctly even though she was not suppose to. 

   

  You should be ashamed of your self for purposely denying someone just to take their money.

   

  When hud calls me next week I will be explaining all of this to them and they will be contacting you as well.

   

  I tried to settle this situation the proper way but now I have gone the legal route.

  Business Response

  Date: 12/09/2024

  As stated  this is not the correct forum for this dispute, the correct forum is in front of HUD.  The complainant apparently reached out to HUD and we will participate fully with an investigation there.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22626553
  
  I am rejecting this response because: as stated i can dispute anywhere i want to. If you had a proper phone number I could reach you at then I wouldn't have responded here. It's ashame people have to reach out here to you just to get a response because you don't want to give out a phone number where residents can propery reach out to you.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 12/09/2024

  The company has stated its position and will deal with this matter in front of *** as it is a Fair Housing issue and not an issue of consumer protection.  You are welcome to submit any additional documentation to the property directly. 

• Initial Complaint

  Date:12/02/2024

  Type:Customer Service 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 have two issues to address with MAA Properties, specifically, the MAA Riverside property in *******, **. First and foremost, MAA properties has a disgusting history for denying Emotional Support Animals even after tenants supply valid medical documentation from healthcare providers. MAA has hundreds of HUD complaints for discrimination based on disability. I am hopeful MAA will consider reviewing the individual who is denying *** requests before they experience a class action lawsuit. I am still waiting for $500 pet depots and $45.00 pet rent to be refunded. Secondly, when I moved to the property I was paying $1,970/monthly. This property had a shooting within the first 5 months of me living there and also mailboxes were routinely being broken into. At lease renewal, MAA ********* attempted to increase my rent to $2,030 which I rejected and responded with my 60 days notice to vacate. Within the same week, I observed my unit for rent on Redfin for $1,950 and the two days later $1,930. I requested MAA to honor the advertised price on ****** instead of trying to charge me an. Extra $100 per month. I have not heard back from the business after rescinding my notice to vacate.

  Business Response

  Date: 12/16/2024

  MAA processes Emotional Support Animal requests consistently will all residents. In this instance, the first  request was declined due to a lack of response from the provider within the required timeframe. Upon the second request, the *** has been approved, and applicable fees have been credited back to the resident.
  Regarding the lease renewal, the resident requested a review of their renewal offer. As a result, the resident has since renewed their lease at a lower rate than initially offered. 
  

  Customer Answer

  Date: 12/16/2024

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

  
  Sincerely,
  
  ***** Jackson

  4403 Northside Pkwy NW Apt. 1227

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

  
  

• Initial Complaint

  Date:12/01/2024

  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.

  Business has shady practices and does not enforce Health safety and protection of property. 1. August 2023 When signed the lease I was approved for zero dollars down. After the paperwork was sent to me and signed they told me they made a mistake and that then I had to pay a deposit of $2200. Offered no resolution. 2. June and September. 2024. Garage door was mysteriously open on several occasions with no.Understanding of how it happened. I was not home at the time. They control the access to the garage. 3. Complained Dec 2023. April 2024. July 2024. October 2024. The pot smoking is absolutely a health and safety hazard. I would assume that an apartment there should be firewalls however I can smell inside my apartment from a neighboring apartment and this is not acceptable. My health and safety is affected by them continuing to allow tenants to smoke. 4. November 2024. Maintenance work being done at 1030 pm at night with no warning or notice to the tenants. Banging and yelling. . . The staff is rude and doesnt respond. Calls to Unanswered.

  Business Response

  Date: 12/06/2024

  To whom it *** concern, 

  Here is the information for the resident concerns:

  1. Our leasing consultant did make a mistake when letting resident know she was approved.  Within 20 minutes of letting Ms. *** know that she was approved (we had special with no deposit with approved credit) the consultant called her back and let her know that she had made a mistake and that Ms. *** was approved, but was approved with conditions and required a deposit equal to one months rent of $1968.  Leasing consultant did offer our MCRO program which allows the resident to pay a fee of 1/2 the deposit instead of paying the full refundable deposit.  At this time Ms. *** could have cancelled the application but chose to move forward.  

  2. Garage door. We are researching all recorded calls because we only have one service request for this year regarding her garage and that was regarding a leak that was looked into and we were not able to find an issue.

  3. Marijuana: We did search to find who was causing this situation unsuccessfully and sent letters to the entire building asking them not to smoke marijuana in their apartment homes, if they were to please stop and if they knew someone doing this to please let us know. Additionally we removed the mirror in Ms. ***'s bathroom to make any repairs, as this is where she felt the smell was coming from. She believed there were holes behind the mirror. When we remove the mirror there were no holes. Additionally we sealed behind the toilet, sealed the baseboards in the bathroom, seal areas in the kitchen sink and sealed around the pipes in the laundry room.  We have not heard from the resident since.

  4. Noise from **********. We did have a situation late at night where we had a flood that affected two apartments and we did have several contractors at the building to handle the floods. The Property Manager did email Ms. *** and apologized for the noise they created. Additionally Ms. *** asked "what her options were because the state of everything it is is just not going to work and this is unacceptable".  The Property Manager responded that we would allow a thirty-day notice and waive the termination fees because she has been unhappy through her stay. 

  Sincerely,