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

  
• 

  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

• 

  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:11/25/2024

  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.

  MAA ****** is illegally charging me for breaking a Lease after filing an Eviction on me after the ************** of the move out were taken and there was no damage to the apartment yet they are charging me over $9,000 for breaking a lease MAA ****** ILLEGALLY charged me for a Service Animal my Entire Lease though they had DOCUMENTATION from my ********* Certification, along with her Work ID.I was told they Filed Eviction. The Sheriff was to place it on the door They have Photos of the Undamaged Apartment at Time of Move-Out ILLEGAL Fees for Renter's Ins that was PAID since before Move In

  Business Response

  Date: 12/04/2024

  ***** was in default of her lease for non-payment of rent and subsequently was evicted. Her last payment was made on 7/1/2024. We filed the dispossessory on 8/9/2024. The eviction was completed on 9/20/2024. The lease end date was 10/8/2024. Since the resident failed to fulfill the lease agreement, the lease was in default and subject to additional fees to include insufficient notice through 10/8/2024 and Lease Termination fees. The ledger provided by the resident is correct with a balance due of $9,124.05.
  
  As for the claim regarding the service animal. This is verified through our corporate team following all applicable laws. See the attached HUD document used for reference. The USA Service Dog ID provided by the resident can be purchased via their website. Pet fees will be charged at move in. If your request for accommodations is approved, then the fees would be credited to the account. In this case, the request was denied. There is NO refund due.
  
  In regards to the renters insurance charges. Renters Insurance is required along with proof of renters insurance with us listed as an interested party. The resident was made aware of this at move in. The resident obtained insurance but failed to list us as an interested party. The resident was notified of the matter via email on 8/19/2023, 8/21/2023 and again on 9/19/2023 and 9/21/2023. The notifications give advance warning of the fee if the matter is not resolved. Furthermore we worked directly with the resident to resolve this matter.  Once the matter was resolved, there were no further non-compliance fees. There is NO Refund due.
  
  The Roommate in question was not a leaseholder, he was only an occupant and as such had no financial or legal obligation under the lease. If the resident had added the roommate as a leaseholder then the transfer option would have been in consideration.
  
  As for the water bill, please review the ledger. You will notice the water billing did not start until 11/1/2023. In the description you will note this is for Water and Sewer Charges from 8/09/23-8/21/2023. You can see that water is billed in arrears. As such,at move the final arrearage catches up on the last bill. Again, note the dates of coverage 5/27/2024-9/20/2024.
  
  I have attached a copy of the move out inspection for consideration. The system we use for our inspections is mapped to the specific unit in order to complete the inspection. 

• Initial Complaint

  Date:11/14/2024

  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 contacted my mgmnt office on 11/13/2024 to complain about mold growing inside the tub due to caulking not being done correctly, this is causing my asthma to be triggered and the office manager ******** vogot adv me to clean it with a **** and bleach, she first stated that it was due to me not being clean which is very derogatory. When i advised her that the maintenance man stated this is a problem inside the wall behind the tub and spray paining it or recaulking was not going to fix the issue she stated to clean it with a brush and she will have it recalked. This is definitely a health hazard.

  Business Response

  Date: 11/22/2024

  To Whom it May Concern, 

  We had a contractor come out and they suggested that we replace the tub. The tub has now been replaced. 

  Business Response

  Date: 11/25/2024

  To Whom it May Concern, 
  
  We had a contractor come out and they suggested that we replace the tub. The tub has now been replaced. 

  Customer Answer

  Date: 11/25/2024

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

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

  1407 Harness Horse Ln apt 104

  Brandon, FL 33511

  
  

• Initial Complaint

  Date:11/13/2024

  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.

  Since moving in 2022, I've encountered numerous problems with my apartment's insulation and HVAC system. Two out of the three bedrooms have been uninhabitable during the winter and barely manageable during the summer. The two back rooms have dropped as low as 42F in winter. I can't use my office, and my daughter hasnt been able to sleep in her room for the past two years.Recently, mold started growing on the vents. Despite submitting complaints and work orders, the apartment management blamed previous maintenance managers and promised to fix it. However, they sent an employee, not a vendor, to clean the vents. The cleaning was inadequatethey spent about 10 minutes using a snake with a rag, and I could still see mold inside the vents. The vents are extremely dirty with built-up mold and ******* a result of the mold, my daughter and I have fallen sick four times this year, twice with strep throat. Both of us now use asthma inhalers to manage our symptoms. Despite speaking to the property manager multiple times, and after the last supposed cleaning, she tried to gaslight me by saying I was just unhappy. This is more than just unhappinessit's about black mold, a serious health concern. She refused to work with me to find any resolution and only offered a two-day ***** period for moving to a new unit, despite the ongoing issues not being my fault.The management has also retaliated by not picking up the nightly trash and spraying the outside of my door with pesticides because of my work orders about bugs attracted by the internal leaks I suspect are causing this.

  Business Response

  Date: 11/25/2024

  Contact made with resident on November 14, 2024, discussed concerns in home.  Contacted alternative contractor to inspect apartment and provide recommendation for repairs.  Communicated and scheduled with resident for November 19, 2024.  Resident advised team that new contactor work completed the same work as previous contractor and did not improve the situation.  Documentation provided by contractor details before and after conditions and resolution to concerns of humidity and apparent mold growth.  Resident communicated to management that issue was not resolved properly, management gave option to transfer or release from lease without penalty and resident renewing for the time being.  

  Also spoke to onsite leadership about handling of situation and communication with resident.

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22554279
  
  I am rejecting this response because:

  Management provided a little over $200 credit for December's rent and showed me a couple of 2-bedroom apartments. However, this credit does not equate to the amount of suffering my family and I have endured and still have to endure to remedy this situation. The team here has simply attempted to drag this out and pacify me. I sent a follow-up to the regional manager, but she did not respond. I then reached out to the property manager, who informed me I could view a couple of apartments but refused to discuss a transfer timeframe over the phone.

  
  After viewing the apartments, I spoke with the apartment manager and explained that 2 days was not sufficient time to transfer. Not only is this inconvenience not my doing, but I would also be paying out of my own pocket to move. The manager said she would take it back to the regional manager for approval. She then printed me an application for the standard credit and background check approval, for which I would be responsible for the $200 application fee. Again, this makes no sense since I did not cause the mold and leaks in my apartment walls. The manager said she would also take that back to the regional manager. I haven't submitted the application due to not receiving a response. 

  There is also the issue of the apartments they would be transferring me to, which are considerably smallerfrom a 3-bedroom 1360 sq ft to a 2-bedroom 1057 sq ftbecause they don't have anything else. During this time, I attempted to renew my lease; however, the management team decided to hold off or void the renewal until I transferred to a new apartment.

  After much consideration, I am requesting a release from my lease without penalty due to the unlivable conditions caused by mold affecting my family's health. The rent is paid through December, so if it satisfies the MAA management, I can turn in the keys on 12-31-2024. 

  Please respond via this complaint and my email if this is accepted by the MAA. I will also send this via email to ensure the necessary parties receive this. 

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

  Business Response

  Date: 12/18/2024

  Good morning,

  Apologies about the delayed response. The resident originally intended on staying in her apartment but later decided to end her lease early without penalty.  We are permitting her to end her lease 12/31/2024 instead of the original end date of 1/15/2025 without penalty.

  Hopefully this matter is deemed resolved by the resident and this case can be closed.

  Thank you,

  MAA Bulverde Team

• Initial Complaint

  Date:11/12/2024

  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.

  First, the coach roaches. They are everywhere and due to poor upkeep of my unit there are cracks and opening in floorboards, under counters in both kitchen and bathrooms. We have pets control out every other week and have purchased at least $50 in pet control items to try and help. Second, the carpet is dead. No matter how much to vacuum & wash it still lays flat and should have been replaced. It so stretched out that it folds over itself in several locations. You can't walk around barefoot because it have random poke spots that feels like you stepped on glass. Third, the cabinets and appliances. In the kitchen the stove has a massive dent in the side. We where told that's fine by the staff went mentions and that they where not replacing. The microwave directly above it is not only cracked but half the buttons don't work. In order to use it we have to hit 30sec cook multiple times until it gets to the time needed. Can't use any other feature because the start button don't work... Cabinets in the kitchen and bathrooms don't even line. You can look down the kitchen and the drawers and cabinet doors are so uneven. Forth, moisture in every window. You can't look out any window when its somewhat humid cause its just a cloud in every corner and throughout. Fifth, trash left out in front peoples doors not in the can and just on the ground. Often times I walk out of my unit and there's a trash bag just sitting on the ground all day. In fact, Fri Nov 8th a trash bag went out around noon time. It sat until sunday night when the trash guys came by and picked it up. Also the trash guy has missed pick up several times. Whats the point of paying a trash pick up fee if trash just sits outside the door... Sixth, I thought I moved into an apartment complex and not an automotive shop. Not just checking things either, entire engine out of the car and in the next parking spot. This place is dumb and I wish i never moved here...

  Business Response

  Date: 11/13/2024

  Thank you for bringing these items to our attention.  I have attached a copy of your move-in inspection report for your records and have reviewed your account.  I see where pest control was requested in late September and October.  It appears that your apartment was sprayed based on those requests.  Further, the entire building was treated in late October.  I will request that the team add your apartment to our pest control list for the next scheduled visit. 

  Our records do not indicate any service requests for the items listed in your complaint.  I will ask the team to schedule a visit to your apartment home to evaluate your concerns.  Additionally, we will lodge a complaint with the valet waste removal company about missed pick-ups.  Please report those to us when they occur so that we may better hold them accountable for performance. 

  Lastly, we will investigate the issues with residents working on their vehicles in the common areas and address those in violation.  As with the trash removal, we encourage you to report this issues when they occur so we can be more responsive in enforcing the lease agreement.  Our team will continue monitoring the community and addressing issues as well.

  Regards, 

   

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

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

• Initial Complaint

  Date:11/08/2024

  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.

  My roommate and I were residents at MAA ********* for two years. We moved out less than a month ago. After our final move-out inspection, we were assured by an MAA representative, Jalinne, there would be no move-out damage charges, as reflected on our final move-out report.About a week later, we were informed the carpet was deemed irreparable, despite not having pets, having an apartment-wide no shoe policy, and only leaving normal wear & tear on carpet that we treated well.Additionally, despite living in the apartment for two years, MAA Brookwood is holding us responsible for 80% of the replacement cost, despite only having 40% remaining useful life (3 out of 5 years).We do not want to have to take any legal action. We just want to be treated fairly and not be held responsible for charges we were explicitly told would not be charged.

  Business Response

  Date: 11/18/2024

  Former resident was notified that they would be charged for carpet damages within 3 days of their lease end date. Pictures of the damages were provided as well. All charges were created in accordance with the former resident's lease agreement. Pages 22 and 23 of their lease state that total replacement of the carpet is valued at 80% if they have lived in the apartment 2 years. The resident was notified of all charges and they were provided to them on their final account statement. 

• Initial Complaint

  Date:10/16/2024

  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 viewed my apartment October 14th I wasnt very satisfied about the condition it was in although I listed everything wrong on paperwork about the apartment not being clean ..to the cabinets peeling off , the sinks are badly sealed ,walls are dirty and discolored..mirrors are rusted and falling apart .refrigerator was rusted, and missing pieces the floors have grime in the tile ..tile was cracked at the front door which is a tripping hazard and also is a concern because I will have a small child in home soon..the condition of the apartment was just not what I was told it would be maintenance was still fixing things when came to the apartment as I was told it was move in ready and it wasnt . I really like the community so I hope to resolve this by just letting me get an apartment thats in better condition. I see there is another apartment with the same floor plan thats available now I was wondering if it was possible to switch if its in better condition than the current apartment.

  Business Response

  Date: 10/16/2024

  Our office staff spoke with resident after moved-in. Resident mentioned how much she loved the apartment and provided the move in inspection (minor things listed).

  Resident sent an email with more concerns yesterday (10/15)  and requesting to switch apartments. Our on-site team explained we would need to mitigate the current situations before exploring a transfer option at this point and we can review the concerns and complete repairs as necessary.

  This unit was walked by multiple team members and it looked fine. Communication with the resident will continue to take place at a on-site level.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22429199
  
  I am rejecting this response because:
  did not say like it nor love it. I put all this information down on the form and sent an email the next day about it. It was not walked through because maintenance was still in the apartment when I went to see it.
  Sincerely,
  
  Chellese *****

  Business Response

  Date: 10/22/2024

  We value your residency at our community at hope that you will choose to renew your lease.  However, we have explained our position and will not be making any adjustments.

• Initial Complaint

  Date:10/06/2024

  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 lived at the MAA ************************************** for over a year. Late in the evening of September 29th, *************************************************** my wall. Upon further inspection I noticed my ** unit was leaking a great deal of water (water was everywhere). I also saw black mold growing in the ** unit and black mold all over the walls of the ** closet. I immediately called the emergency maintenance number to alert them. Maintenance showed up about an hour later shop vacd the basin of the ** unit sucked a clog out of a hose and told us to either clean the mold ourselves or put in a work order for maintenance to clean the mold tomorrow.There was still water leaking out of the ** unit. When maintenance came the next day, 9/30/2024, they spray painted over the black mold in the utility closet AND the mold that was forming on the walls around the vent in the my living room. Now it is Sunday 10/6/2024. I have not had a working ** unit for a whole week while MAA has stalled, put bandaids on the problem, and ignored the major health and safety issues in my apartment. I have asked the property manager, ******* *****, to call a certified mold remediation specialist repeatedly. I am very concerned for my health as I am worried I am breathing in black mold, which is clearly spreading through the vents.

  Business Response

  Date: 10/07/2024

  On September 30, 2024, Maintenance received an on-call emergency that unit had water leaking on the floor from the a/c. They responded and found the condensate drain line was clogged and the pipe was dripping onto the water heater and causing a splash onto the adjacent wall. They unclogged the line, fixed the drip, and extracted the water from the carpet. The area on the wall had some growth, for which the resident expressed concern. She was advised maintenance would return the following day during normal operating hours to make any necessary repairs and/or treatments. Overnight into October 1st, the resident sent additional photos of growth on her vents as well. A duct/vent cleaning was scheduled for Wednesday, October 2nd with a contractor. In the meantime, on October 1st, maintenance dried, treated and sealed the wall that was affected in the **** area. Additionally, they extracted residual water that collected in the drain pan during the overnight hours.
  
  On October 2nd, the contractors inspected and cleaned the vents and duct system. The resident was still not satisfied, and it was decided that the system would be fogged, the coils cleaned, and the affected area of drywall would be cut out and replaced. The resident continued to report the a/c leaking. Maintenance responded multiple times during the day and found everything to be dry and in proper working order. The system fogging, coil cleaning, and drywall were all completed October 4th by the contractor.
  
  On October 6th, the resident placed another online service request claiming the a/c was leaking and contained growth. Maintenance responded on October 7th and found no issues with the system. The water being observed by the resident was normal condensation from the coils, which was properly draining. She also indicated there was black debris coming from the vents. The technician found no evidence of this occurring.
  
  The a/c has been operating properly since the initial on-call repair was completed. The resident chose not to run the a/c because of her concerns. We provided her with a portable a/c through the entire process to help keep her comfortable. As a customer satisfaction, Management is replacing the air handler on October 10th to further provide peace of mind to the resident.

  Customer Answer

  Date: 10/11/2024

  I had the ac unit and surrounding area tested. Its positive for mold.  

  Customer Answer

  Date: 10/15/2024

   
  I had the ac unit and surrounding area tested. Its positive for mold.

  Business Response

  Date: 10/23/2024

  System was replaced for customer satisfaction.  Case is closed.

• Initial Complaint

  Date:10/04/2024

  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.

  THIS NEW PROPERTY MANAGEMENT SUCKS! Particularly CURRENT property manager at *****************************************, **, ******* ***. Reply if you have experienced issues with your renter's insurance. I have been living in this community for several years. I have always abided by the rules and regulations and never been late on my rent. When I moved here (for the second time) it was a requirement to have renter's insurance. I always have and met the appropriate requirements. All of a sudden things changed without the appropriate communication from MAA MGT. I was inadvertently charged a $40.00 non-compliance renter's insurance fee, even after physically going into the office and providing proof I was covered. I uploaded my documentation into the NEW Get Covered site and received a rejected notice. When I logged into the NEW Get Covered portal, my insurance carrier was listed. It was referenced in the dropdown menu. So, why was my policy rejected? I physically went into the office and spoke to Kaylynn *** of my concerns on 09.11.2024. She advised she would get back to me. SHE NEVER DID. I had to leave phone messages, which she did NOT return. I had to **** her down and finally received a call back on 10.02.2024 in which she advised she wasn't sure about deducting the fee. REALLY!!! AND SHE DID NOT. I didn't do anything wrong and she was NOT willing to accommodate me. She never advised of the recent carriers they used, NOTHING. She basically brushed me off and treated me like a second-class citizen. As a result, I will NOT renew my lease here, nor will I pay for November's rent if I do not receive a credit that I am due. We will have to take the matter to court. It is the principle of the matter. We are in trying times in ******* with high grocery, gas, and other elevated prices. I am NOT going to pay for the INCOMPENTENCE of others. PERIOD. I also filed a complaint with the corporate office. Fight for your rights. PERIOD.

  Business Response

  Date: 10/11/2024

  Good afternoon, thank you for reaching out.  We unfortunately are no longer able to accept ****************** policies due to their rating not meeting the AM Best rating of A-VIII or better.   You should have received a notification that a new carrier would be required once your current Lemonade policy expired.   We do see that you have since provided a new insurance policy with an accepted carrier.   As a courtesy we can provide a one time courtesy waive of the non-compliance fee.   

• Initial Complaint

  Date:10/04/2024

  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 am being charged well over market value for my apartment. I am a long time Texas local who was unfortunately a victim of the ***** in property values over the last couple of years. Unlike the people who moved here, my salary didn't keep up with rising rents but we continued to renew due to the costs of moving and the fact I am trying to create roots for my children. I swallowed the rate increases, but recently learned market rate is substantially lower now, and units that have more ideal locations in the complex and upgrades are leasing for almost $500 less than mine. I am a tenured resident who is unproblematic, has always paid on time, calls in when things are broken, has zero lease violations, and takes care of her apartment. I am not asking for charity. I ran the numbers and showed how MAA and myself could mutually benefit from renegotiating my lease. I understand renegotiating leases while they are active is not typical. And again, I am not asking for charity. I am asking MAA to live by their mission statement, specifically the part that says you "embrace opportunities and do the right thing at the right time for the right reason."It is not right to charge us so much more than market value and refuse to come to an agreement that works for both. The transfer option is not feasible for me due to the financial constraints caused by paying so much higher than market value. We'll never be able to afford the fees. So now we are in a situation where we are paying way more than newcomers who are higher risk for the community after proving myself a stable and reliable tenant. It is a contradiction of your mission statement to do business like this and blame it on the Fair Housing Act. See also this article of MAA going on record stating they raise rents above market simply because they can:***************************************************************************************************************************

  Business Response

  Date: 10/04/2024

  Thank you for reaching out to us and sharing your concerns. We have carefully reviewed your complaint and the response we previously provided via email and in person at our on-site Management Office. After thorough consideration, we believe that the resolution offered is valid and aligns with our policies and commitment to service quality.

  
  We understand that this may not fully meet your expectations, and we truly regret any inconvenience caused. However, our response was based on the information available and reflects our best efforts to address the issue in a fair and equitable manner.

  
  Please dont hesitate to reach out directly to our Office Staff if you have any further questions or if theres anything more we can clarify.

  Customer Answer

  Date: 10/06/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:
  

  Fairness is characterized by treating people according to their needs and the offer you reference is nothing more than the transfer option, which I have already stated does not meet my needs and is unattainable. Further, I should not have to go through everything moving entails on my end to pay fair market value for my residency here, which again has been stable and reliable. Not to mention I have already withstood the dramatic increase in property values driven by out of state cost of living salaries that do not align with the local climate. I want to emphasize that we have loved living at this property. Your staff is incredible, like family to us, maintenance is prompt, and the property is well kept and safe. We have no interest in leaving, but it isn't right to take advantage of our continued residency like this. I ask you to reconsider your policy and renegotiate my lease to fair market value. You only stand to gain from it.

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

  Business Response

  Date: 10/15/2024

  The resident was late paying his rent this month and has had 2 **** in the past (and has to pay with certified funds.) 

  LC and APM informed him that we couldn't accept his partial payment and that he would need to bring a money order for the full amount including the late fee. ** and APM said he became angry and accused them of treating him unfairly because we wouldn't accept his late payment without the late fee. 
  
  He also asked to have the late fee waived which we had already waived his late fee last month as a one-time courtesy and explained to him that it was a one-time courtesy only.
  
  Resident since then has made payment in full including the late fee and his account ledger has a $0 balance due. 

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:

  This response is referencing a completely different resident. Please advise.

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

  Business Response

  Date: 10/22/2024

  We value your residency at our community at hope that you will choose to renew your lease.  However, we have explained our position about the renewal rate for your apartment home and will not be making any adjustments.

  Customer Answer

  Date: 10/22/2024

  Complaint: 22378715
  
  I am rejecting this response because:

  I am coming to MAA as a tenured unproblematic tenant, asking for relief that I know MAA can provide after weathering more than a 1k increase in rent over the last 6 years for the exact same floor plan and amenities, $300 of which happened in one renewal. MAA's position is not a matter of can't, it's a matter of won't. Texas law does not prohibit changing lease terms on active leases. I know MAA can do better than that. MAA should remind themselves they are not selling bags of chips. People are building lives in these properties and can't just move. Also, I want it on record that I did not speak to the office staff in person as stated in the initial business response. I got my answer via email only on what the staff were empowered to do at the property level, promptly at that. I would not harass them like that. Ironically, I had to file a BBB complaint to even get a response from corporate at all, responses which ended up being robotic, cold, and largely not even accurate or related to my case. Please do not continue telling people their residency is valued if you're not prepared to try and keep it when asked and when it can be mutually beneficial, while simultaneously charging them $500+ over market.

  I am leaving this complaint open because no resolution other than renegotiation is acceptable and will not be responding to any future responses that do not offer it, even if this complaint ends up being closed due to my non-response.

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

  Business Response

  Date: 10/23/2024

  We sincerely apologize for any inconvenience you may have experienced. At MAA ************, we strive to provide the best possible service, and your feedback is important to us.

  We take your complaint seriously and have thoroughly reviewed the details you provided. Our goal is to resolve this matter to your satisfaction. Based on our initial review, we will not be able to modify your pricing offer since it goes in accordance to the market.

  Every consideration that was within our possibility has been already granted to your case. 

  For any additional questions or doubts you may have, please feel free to contact our on-site office during business hours for further assistance and explanation.

  All the best,

  Customer Answer

  Date: 10/24/2024

   Complaint: 22378715
  
  I am rejecting this response because:

  I know I said I wouldn't respond, but I need someone to explain to me why this lease can't be renegotiated. The current rate for the exact same floor plan as mine is now $477 less than my current rate. I am asking to renegotiate my lease down to this rate with the obvious extension that would mean. Why isn't this possible? I fully understand that when my lease was up for renewal the market was different, and I am pointing out that it is cheaper now and we desperately need this relief. MAA would rather see us priced out and forced to move at renewal time instead of coming to an agreement that allows us to stay in the community even longer? It just doesn't even make business sense to me. MAA may lose money in the short term but would recoup it in the long term and it spares us a move, which MAA must understand is life changing. This is more than just an inconvenience, it's nearly $500 per month. Please help me understand.

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

  Business Response

  Date: 10/28/2024

  We value your residency at our community at hope that you will choose to renew your lease.  However, we have explained our position about the renewal rate for your apartment home and will not be making any adjustments.

  Although we understand everything moving entails on your end to pay fair market value for your residency and withstanding the dramatic increase in property values driven by out-of-state cost of living salaries that do not align with the local climate. Unfortunately, we cant do much about that nor can we control the market driven by out-of-state cost-of-living salaries. 

  If there's any way to support this adjustment in the future, we will take it into consideration. 

  Best,

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22378715
  
  I am rejecting this response because:

  It is absolutely within MAA's power to adjust my rate. MAA is the only party in this dispute who is in a position to do anything about this. We are just back to "won't," not "can't." Copy and paste from my previous messages noted in MAA's latest response, and there will be nothing further from me. 

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

• Initial Complaint

  Date:09/27/2024

  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 applied to the apartments MAA ************ on September 20th, 2024 and paid a $60 non refundable application fee. I received an email that the application had been approved that same day. Upon logging in the site asked me to pay an $150 administration fee to hold the apartment I had applied and was told I was approved for. On September 24th I was sent a lease and I signed in the respective places. On September 25th I received an email the lease had been received and signed by management. On September 26th I received a phone call from the leasing agent saying the application had been denied and I would receive an adverse notification via email. I have contacted the property via phone as I have not received the email showing I was denied but my resident portal account is now showing invalid when trying to login. Each time I have called the property I have been told I will be placed on hold to speak with **** the leasing agent and have been left on the line for no less than 10 minutes each time and **** is refusing to respond to emails as he could give me no reason why I was denied AFTER signing a lease. I would like a refund on the administration fee as it was ONLY to be charged to hold the apartment once approved but as **** called and stated I was DENIED and entitled to a refund.

  Business Response

  Date: 10/09/2024

  Makala,
  
  When you applied for unit 001099, you paid the
  non-refundable application fee of $60 and agreed by signing on the application
  that the information provided was true and accurate.  Your Safe Rent
  screening results then came back approved based on the initial credit screening
  from the information you provided.  You were then charged the application
  deposit of $150 based on that approval.    Upon further review
  of the information provided, it was discovered that you submitted false
  information in connection with your rental application.  This action is in
  violation of our rental application which states:
  
  By signing below, you are stating that the information
  You have provided in this Application is true, correct, and complete. All
  persons and firms named in this application may freely give any information
  concerning you that is requested, and you waive all rights of action that you
  may have for any consequence resulting from such information. By signing below,
  you authorize Mid-America Apartments, L.P. and its subsidiaries and affiliates
  (collectively referred to as “MAA”), to release all information contained in
  this application on your behalf and for your benefit. Further, you agree and
  acknowledge that You have received, reviewed and understand MAA’s Residency
  Selection Criteria, which include certain disclosures that You now acknowledge,
  as well as certain consents and waivers made by you, all of which are
  incorporated into this Application as if fully set forth herein. Specifically,
  by submitting this Application, you release MAA from any and all claims and
  damages related to the use or safeguarding by any vendor or other third party
  of personal information provided by you in connection with your application.
  
  Therefore, you application was terminated and you would not
  be eligible to receive back the funds you paid along with your application. 

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22348520
  
  
  
  I am rejecting this response because: A LEASE WAS GENERATED AND SIGNED by management and myself. I was NEVER informed of WHY the lease was rescinded or that any information was false. The administration fee was to HOLD the apartment AFTER approval as specified on your website. You all APPROVED the application AND generated a lease that not only I signed but YOUR MANAGEMENT SIGNED, APPROVED, and sent back to me. Which is a LEGALLY BINDING document. If any false information was suspected, funds should not have been taken, and a lease wouldn’t have been generated as well as a WELCOME HOME PACKET. I WILL proceed with moving in with my LEGALLY BINDING lease if my administration fee is NOT returned because BY LAW, the lease is valid as I’ve received NO correspondence stating otherwise. 
  
  Sincerely,
  
  
  
  Makala Murria

  Business Response

  Date: 10/18/2024

  We have stated our position regarding the
  application and maintain that it was application approval and lease were
  appropriately rescinded.  However, as a courtesy, we have agreed to refund
  the $150.00 application fee. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22348520, and I accept their proposed resolution.

  
  
  Sincerely,
  
  
  
  Makala Murria

  , TX 75062