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 Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
• 

  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

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  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:07/25/2024

  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.

  On July 25, 2024, I moved out of MAA Centennial unit 2207 and the manager, ****** did a walk through with me and I took photos of everything and she said there were no damages. I attempted to give her my forwarding address to send my security deposit and she refused to write it down and she refused to give me a signed copy of the move out check list paperwork showing everything in the Apartment was checked for damages and there were no damages. ******* gave me a release to sign when I turned over my keys. I refused to sign it. She told me since I refuse to sign it, I will not get my deposit back and I will be charged penalties for early move out inspite of the emails she sent me July 3, 2024 and July 10, 2024 saying I will not be charge any penalty if I move out on July 25, 2024. ************************* ************ On Wed, Jul 3, 2024, 2:03 PM **************************** <**************************************> wrote:******************, We apologize for sending the Late Letter and posting it to your door. We missed pulling it out of our stack. As has been communicated to you, you have until the 5th of July to make your rent payment with no late fees or penalties. *************************** Property Manager, MAA *************** **************************************************** P: ************

  Business Response

  Date: 07/26/2024

  I set up a move-out appointment with ************************* for 1 PM on July 25. When she arrived to the office,  I mentioned to her that our attorney requested she sign a release form, which would let MAA waive the early termination and insufficient notice fees in exchange for her dropping her fair housing case. ***** decided not to sign the form, and I kindly reminded her that if she chooses to forgo this option, she would be responsible for those fees. I provided her a copy of the release form so that she  could review with her legal team. I shared with her that I could give her until Monday, 7/29 to get the document signed and returned to me before I  processed her final statement.

  We then proceeded to do a walk-through of the unit 2207. During the inspection, I assured her that there were not any damages and that she wouldn't be charged for any minor wear and tear issues. When we retinred to the office ***** provided me with her keys and she wanted to provide her forwarding address. I suggested she email it to me for our record keeping purposes. She asked me for a copy of the move out inspection and, I let her know shed receive a formal move-out inspection document on Monday, 7/29 along with her final move-out statement. ***** then proceeded to share with me that she wanted the documents before she left the office but, I was not able to accomodate her immediate request. 

• Initial Complaint

  Date:07/20/2024

  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 had a lease agreement with the, "MAA ***********," property in *******, **. The address is ******************************* and I lived in apartment 511. The information I provided is their corporate office in *********. I am disputing the final move out statement that the property is forcing me to pay (I have not made a payment yet - I want them to resolve these bogus charges before they send it to collections). I lived at this property from May 2023 until June 2024. There have been multiple managers and several property management companies at this location. I was the first tenant to occupy this unit and ensured it was kept in immaculate condition throughout my lease. Upon moving out, I even had the unit professionally cleaned. Despite this, I am being wrongfully charged $300 for "painting damages" and $900 for "carpet ************************ have photo evidence proving the unit was in a condition consistent with normal wear and tear when I left. In *******, it is illegal to charge tenants for "normal wear and tear." In my lease agreement with the previous management company, which MAA has to follow, there is nowhere stating that they (MAA) are allowed to charge me for these, "damages."I have attempted to resolve this matter amicably through over 10 email communications. Each time, I am met with automated responses directing me to "make a payment to your final statement" without any attempt at dialogue or resolution. This behavior demonstrates a blatant disregard for tenant rights and a lack of accountability from MAA management. Furthermore, no contact information was provided from ***********************, simply a standard MAA email.Additionally, I have documented evidence of numerous issues during my tenancy that were not addressed despite repeated complaints. These include malfunctioning parking garage gates, unsanitary conditions in common areas, inadequate valet trash services, and security concerns, including multiple police visits and incidents of theft within the property.

  Business Response

  Date: 08/02/2024

  Thank you for bringing your concerns to our attention.  Our regional team reviewed the photos of the damages in your apartment and the charges with the new Property Manager.  We found that the photos of the paint indicted there was marks on most of the walls.  The carpet photos show that it is very worn in high traffic areas and stained.  These damages fall above normal wear and tear.  The industry expectation is for carpet to last a minimum of 5 years with proper vacuuming and cleaning of the carpet.  This being said, we prorated the carpet cost to account for the *********************** the apartment.  That along with a discount on the painting, adds up to a 34% discount in charges for the damages.  Our Property Manager spoke with you earlier this week to convey these adjustments and has credited this amount from your account.  

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 22018729
  
  I am rejecting this response because reasons below:
  
  As I stated in my phone conversation with ****, I work in construction. The claims of the carpet being worn or damaged have no ground to stand on. This property is barley 2 years old and no contractor in their right mind would ever had suggested that these carpets needed to be replaced. Minimum - these carpets still had life in them for another six years and only needed cleaning. I have good relationships with Trades in the Valley and they will (all) tell you if the carpet:
  
  1. Is buckling  2. Smells of pet urine 3. Looks like a dog chewed through it -- then and only then does it need replaced.
  
  The photos do not reflect any of this.. nor did the MAA team disclose the smell of the carpet as they removed it. The MAA team also did not take pictures of the removed carpet either per ****. I refuse to pay for the unprofessional and illegitimate recommendations made by the Vendors MAA employs or contracts with. This entity responsible for paying these costs is MAA and MAA only.

  Please inform the MAA Central team of this ongoing matter so they don't send my unpaid amount to collections.

  Please have the carpet replacement costs removed and provide me with the updated final move out statement so I may make a payment (if any charge still remains).

   

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

  Business Response

  Date: 08/12/2024

  Thank you for following up on your concerns.  While we appreciate you understand construction, the 5 year life expectancy is a property management standard.  Our photos show the stains and heavy wear patterns on the carpet, that shouldn't be there after only 14 months of wear.  This is above and beyond standard wear and tear.  While we understand another property management company gave you photos of the removed underside of the carpet, we only do that for pet stains that light in color and are hard to capture with a camera.  We've presented you with a discount on the move out charges and offered you with a payment plan.  We now consider this matter closed. 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22018729
  
  I am rejecting this response because:

  Your claims for the carpet being outside of, normal wear and tear, do not align with the criteria listed in the ****************** of ******************* the pictures provided, the carpet falls within normal wear and tear according to the ****************** of ******** The costs associated with the removal of said carpet falls solely on management due to negligence in determining the health and integrity of the carpet.

  Thank you for your time. This matter can be closed now.
  

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

• Initial Complaint

  Date:07/19/2024

  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.

  Dear ***/*****,I am writing to express my concern and dissatisfaction with the treatment I have received from the MAA ******************** leasing office, which I believe constitutes unfair business practices and neglect. Specifically, I am deeply troubled by the refusal to allow me to communicate with upper management and the lack of understanding shown toward my financial situation.Due to circumstances beyond my control, I was unable to move out at the end of my lease term as originally planned. Consequently, I had to extend my move-out date, which has created significant financial stress. Given these circumstances, I requested an accommodation to allow for a more manageable month-to-month lease payment. Unfortunately, my request was denied without any effort to understand or address my financial wellbeing.I have always been a responsible tenant, and I find it disheartening that my situation has not been met with the compassion and flexibility one would expect from a reputable leasing office. The lack of accommodation and refusal to escalate my concerns to upper management has exacerbated my financial difficulties and added undue stress to an already challenging situation.I am requesting a reconsideration of my request for accommodation due to the extenuating circumstances that have affected my ability to move out as planned. I believe that allowing for a more manageable lease payment on a month-to-month basis is a fair and reasonable request under these circumstances.Furthermore, I urge you to permit me to communicate with upper management to discuss this matter in more detail. I am confident that a fair and equitable resolution can be reached if my situation is properly understood and considered.Thank you for your attention to this matter. I look forward to your prompt response and a resolution that reflects the understanding fairness that should be the hallmark of MAA.

  Business Response

  Date: 07/19/2024

  Good afternoon,
  Thank you for reaching out and sharing your concerns with us. I want to apologize for any stress and inconvenience you have experienced during this time.
  We understand that unforeseen circumstances can create significant financial and personal challenges, and we sympathize with the difficult situation you are currently facing. As much as we strive to provide flexibility and support to our residents, we must adhere to Fair Housing laws, which require us to maintain consistency in how we apply our lease agreements and treat all residents equally.
  These laws are in place to ensure fairness, and they guide our procedures and policies. This is why we are unable to make exceptions to the terms of the lease agreement, including month-to-month payment arrangements, regardless of individual circumstances.
  I understand this may not be the response you were hoping for, and I genuinely regret any additional stress this has caused you. Please know that this decision is in no way a reflection of your standing as a responsible tenant or the understanding and compassion we have for your situation.
  We are committed to treating all our residents with fairness and respect. While we must abide by these regulations, we are here to assist you in any other ways we can within the framework of our policies. If you have any further questions or need additional support, please do not hesitate to reach out.
  Thank you for your understanding. 

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22013177
  
  I am rejecting this response because: I Have not committed to a month to month despite me having to move my move out date back there is no written commitment to such terns your assistant manager allowed me to push my move out date back because i was not able to move out at end of lease term which is not my fault.
  
  Sincerely,
  
  Marquis Chess

  Business Response

  Date: 07/29/2024

  Thank you for reaching out to us regarding your move-out date and the terms of your lease agreement. We understand your concerns and would like to clarify the situation for you.
  As per our records and previous communications, our Assistant Manager provided you with the option to extend your move-out date, understanding that this extension would result in your lease transitioning to a month-to-month arrangement. This transition does not require a new signature, as per the terms of your lease agreement. Once your lease term expires, it automatically converts to a month-to-month lease.
  We acknowledge that you did not commit to a month-to-month lease in writing. However, extending your move-out date beyond the original lease term necessitates this transition. This policy ensures that all residents are covered by a valid lease agreement while residing on the property.
  We recognize that the extension was due to circumstances beyond your control, and we appreciate your understanding of our policies. The month-to-month arrangement is designed to provide flexibility while maintaining proper documentation and coverage for both parties.
  Please feel free to reach out if you have any further questions or require additional clarification.
  
  Best regards,
  

  MAA ******* Crest Management. 

• Initial Complaint

  Date:07/17/2024

  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.

  March 29th, 2024 I moved into an apartment at MAA Legacy and was asked to sign a document that stated I was to pay pet rent and deposits despite having provided an *** letter for both pets. They said and I quote Once we hear back from our legal team regarding the decision on your service animal, we will then at that point credit back to your resident account any pet fee/rent charges and send you a new lease without the pet fees on the document. If the service animal is denied the pet fees/rent will stay on the account. I signed the document.April 2024 Im still paying pet rent. I follow up on the documents that were to be reviewed by the lawyers and they said Oh we never submitted them, check back in a month.May 2024 Im still paying pet rent. I follow up and receive the same answer.July 2024 I bring the matter up with the property manager and she tells me I was denied due to the documentation not being current. I send a follow up email containing the *** law in its entirety, and explain that no where in the law does it state that *** letters expire. Therefor, my letter is current. So I ask to show me where in my signed document it states I need an updated document. She responds with What I have stated previously is MAAs stance on this subject. We will not be providing anything further. They are now illegally denying me $720 of pet rent and deposits.

  Business Response

  Date: 07/30/2024

  MAA is an equal opportunity housing provider and complies with all federal, state and local fair housing laws and regulations.  Landlord does not discriminate in any way based upon disability or any other classification protected by applicable law.  Under fair housing laws, housing providers are entitled to request reliable and credible verification of the existence of a disability and need for an emotional support animal when this information is not obvious.  You are requesting an accommodation based on a present disability and disability-related need for an emotional support animal, and we are requesting current verification, dated within the last 12 months, that verifies the present existence of a disability and need for an emotional support animal.  A letter from 2019, which predates your request by more than five years, does not reliably verify the present existence of a disability or present need for an emotional support animal.  We invited you to submit other, more current verification for reconsideration of your request but none was provided. 

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21983676
  
  I am rejecting this response because:

  MAA is stating they requested an updated form from me and they never received one. Thats a lie. I provided them with an updated letter and they still denied it. They are not abiding by the fair housing laws.

  Attached is the evidence supporting my claims and refuting theirs. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2024

  MAA is an equal opportunity housing provider an complies with all applicable federal, state, and local fair housing laws and regulations.  The documentation submitted, on both occasions, did not meet approval requirements for an assistance animal.  The resident was invited to submit additional documentation for reconsideration of the request.  Documentation that met the approval requirements was not provided during the term of the residency, The resident has moved out, so we consider the matter closed.

• Initial Complaint

  Date:07/17/2024

  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.

  Kirby Station sent a bill to collections for an invoice that I never received which made my credit score go down by 30 points.Upon calling them they said they didnt send anything to the collections agency but the item on my credit report has their name listed for the debt and the exact amount Kirby Station admitted I could have owed. They are denying they did anything for this bill to be on my credit but there is no other way it could be there unless they sold my information or sent it themselves. There is no way that outstanding debt from them would just appear on my credit report. They made no efforts to help seek a resolution and acted like it wasnt a big deal at all.

  Business Response

  Date: 07/22/2024

  Thank you for bringing this to our attention. We are investigating this claim with our collection agency. Our records indicate that you have a zero balance with Kirby Station and your account should not have been sent to collection.  

• Initial Complaint

  Date:07/08/2024

  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 applied for an apartment at MAA properties on ******************* on April 27. 2024. After paying the application fee I decided to go with another apartment. Corresponding with the office team I was told that I will be refunded the amount within 2 weeks. After several attempts of sending emails I called the corporate office. The corporate office took down my information and stated they would send the information to the local office. The local office contacted me and said they were contacting the corporate office. Its been over 2 months and Ive yet to receive my refund for the application fee.

  Business Response

  Date: 07/11/2024

  ******* started the application process on 5/18/2024.  After a day, her and her occupant decided they wanted to cancel the application prior to the application being processed.  On 5/21/2024 she was told the cancellation had been processed and she would receive a check from the corporate office to the address on the application.  On 5/29/2024, ******* reached out to the office to let us know that she hadn't received the check and that she is no longer at the address the initial check would have gone to.  A new check was cut and sent to new address.  On June 28, 2024, we received a customer service request from ******* saying that she still hasn't received the refund.  On 7/2/2024, we issued a stop payment on the last check and the correct amount was adjusted and a new check was issued on 7/8/2024.  The new check is being sent to the leasing office at MAA ******* per *******'s request.

• Initial Complaint

  Date:06/27/2024

  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 moved out of the apartment 1/29/24. They said they will be mailing a check. Today, 6/27/24, I still have not received the deposit $78.84. I have contacted them numerous times. They keep saying they are checking on it. Finally they said they mailed it but it never came.

  Business Response

  Date: 07/10/2024

  Final move out statement completed February 1, 2024.  Resident did not provide forwarding address so refund was mailed to address on file.  Once resident reached out regarding not receiving refund check, stop payment was issued and check was reissued and mailed to address provided.  Have contacted resident to determine if they have received payment yet or if stop payment should again be issued but have not heard back.  

• Initial Complaint

  Date:06/25/2024

  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.

  Discrimination and making false accusations Violation of my tenant housing rights

  Business Response

  Date: 07/08/2024

  MAA is an equal opportunity housing provider and complies with all federal, state, and local fair housing laws and regulations. MAA does not discriminate in any way based upon race, religion, color, ***, national origin, familial status, disability, or any other classification protected by applicable law.  MAA rejected the application for residency consistent with its standard, non-discriminatory policies and procedures. Management subsequently discussed the decision with the complainant and explained the basis for denial. MAA will not be reversing the decision and considers this matter resolved.

• Initial Complaint

  Date:06/25/2024

  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.

  Apartment complex has sub par air conditioning and maintenance people use the excuse of a budget every time. This complex was built in the 80s and hasnt updated itself to match global climates. My ac blows cold but the air barely blows enough to fill the space. Our ACs are inefficient and not worth the money I spend every month.

  Business Response

  Date: 06/26/2024

  Maintenance responded to emergency call after hours on 6/25.  Resident had two large portable units running so unit was very cool.  Maintenance Supervisor returned to unit on 6/26 and resident was present.  The unit is operating at full capacity and well with no issues.  Maintenance Supervisor showed resident meter readings and resident was satisfied with the outcome.  

• Initial Complaint

  Date:06/25/2024

  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.

  On 6/21/2024 I contacted the MAA office at **************************************************************** about a complaint to my rental unit (******). My issue was that of a water leaking from my walls in the bedrooms and slowly but surely spreading throughout the rooms. I was told by ******* in office personnel that maintenance would fix the unit but I told her I was at work and could she contact my roommate to let him in when he comes. My roommate did not feel comfortable handling matters on her own and wanted to wait until I got home. This was relayed to ******* and she said it was fine. I got home from work and it was late but I already told ******* this and I decided it can be another day. I contacted the office the next day to get help and was told the maintenance man whose name is ***** was the only guy on call and they have a short staff of maintenance workers and he was the only guy that knew how to do the job. I was told this by a gentleman in the office that day but do not recall him saying his name. I called several times that day and the guy got frustrated and had a smart attitude and told me he's not able to reach ***** then I called some more and next he said ***** was no longer on the premises because his son got sick and he had to take him to the hospital, received no help that day. Sundays the office is closed so no assistance that day then comes monday 6/24/2024 to I ran my errands came back and was ready to get assistance. Waited all day while calling the office numerous of times and was told help was coming but to no avail. I contacted Tennessee American Water for assistance and was told they could only come out turn the water off to stop the leaking. They also said that they could only do it with approval from the leasing office. The leasing office let them turn the water off briefly and maintenance came by and saw the issue left, and said they were coming back but did not. They immediately turned my water back on and gave me excuses of why they could come back

  Business Response

  Date: 06/28/2024

  At 12:30 PM on Friday, June 21, 2024, ************** called to report there was water leaking through the wall in her apartment.  Our leasing consultant asked her some questions to determine the details of the situation and ************** stated "It started last month".  We let her know that she should always report issues to us right away so we can properly address them.  ************** said that she would be home in 4 hours but her sister was there to let us in.  

  At 12:40 PM, ************** sister called back and said she wanted her sister to be home when we came to look at the leak.  We explained that if they wouldn't allow us access today, it would be the following week when our service manager was able to come and she said ok.  She told us she would discuss with her sister when she got home and let us know when we could come.  

  On Saturday, June 22, 2024, ************** called our office 17 times from 12:37 pm - 3:48 pm demanding that we come right away to fox the leak.  

  On Monday, June 24, 2024 at 12:34 pm ************** called and asked for maintenance to come to her apartment.  While they were waiting, they called Tennessee American Water who came out to turn off the water to the apartment. Our Service Manager turned the water back on later that afternoon after determining that it was a very small, slow leak.  He told them he would be there on June 25 to determine what part was needed and repair the leak.  

  On Tuesday, June 25th, 2024 our service manager went to the apartment, cut a section of the sheetrock so he could determine the parts needed, and advised ************** he was going to purchase the parts and would return that day to finish the repair.  The repair was completed before noon and Heavenly Touch Carpet Cleaning was there immediately after to extract any water and clean the carpets.  

  All phone calls are recorded for quality assurance.