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

  
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  MAA Southwind

  8345 Championship Dr Memphis, TN 38125

  
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  MAA Dexter Lake

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
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  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:06/20/2024

  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.

  I gave notice and moved out, move out date June 1st, turned in keys and fobs May 30th. Cleaned the apartment much better than it was when we arrived. Received 2 separate moved out notices for 2 other residents. Emailed back both times that these notices were not my apartment. It took over a week, I then receive a move out notice that I owe over $1300 for carpet replacement. I asked to see photos, they sent them, the apartment looked great, then there was a random photo of pulled up carpet and the statement that I was being charged for pet urine. I asked where in the apartment that photo was taken, and I have never received a response. My dog is 14 1/2 years old and 6 pounds, I told them I do not think that she could have made those stains. The carpet surface is clean, they said it was for the padding under the carpet. My dog wears diapers, there was an accident or two, however she is 6 pounds. I asked if that could have been from the previous tenant, again no response. They just kept stating the same, that I owed the money, that can't rent an apartment with urine stains. I asked if I was being charged for just a section of carpet and they told me I was being charged for the entire apartment, 80% of the value of the carpet. However, there is no proof it is our stains under the carpet, and I have no way to prove it is not us, because I did not pull up the carpet and take pictures when I moved. I told them this feels a little sketchy, but they will not budge on this money. I would like the amount reduced, as my dog probably had an accident, but she could not have caused what they are saying.

  Business Response

  Date: 07/01/2024

  Upon receiving possession of apartment #****, MAA Uptowns assistant manager, ******************* completed a move out inspection. The inspection recorded all damage/cleaning costs in a detailed report with photos of each room in the apartment home. During the inspection, **** noticed a dog urine smell lingering in the apartment and asked maintenance to pull back the carpet in the living room as well as the guest bedroom.  When maintenance pulled back the carpet, it exposed soiled padding underneath the carpet which was damaged from dog urine.
  
  Hope emailed ********************* the final move out statement and inadvertently sent the incorrect information to *****. The correct statement was emailed to her immediately upon her request and the leasing team apologized for the mix up on the statement. **** contacted ***** to review the cleaning/damage charges and a payment plan was offered to pay down the balance. ***** completed her first payment towards her payment plan on 6/21/24.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21880253
  
  I am rejecting this response because: I believe the amount is excessive and there is no proof that the padding stains were already there. If they cant state that the carpet padding was changed before I moved in, the should be reduced by half. Im not disputing that my 6 pound dog may have had an accident, I just dont believe I should pay for the entire apartment being recarpeted. I paid the 1 st installment because I didnt want them to send me to collections. The amount should be reduced
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/10/2024

  The attached report, 2309 Move Out Inspection, was completed on 6/6/24 by Assistant Manager *******************. **** asked maintenance to assist in pulling the carpet back to expose the damaged padding. You can view the photos of the damaged flooring on pages 5 and 15,which was in the guest bedroom (page 15) and living room (page 5). Page 3 of the report states the following regarding the reason for the damage charge:Smell very strong with pet urine, carpet had been cleaned. Pulled carpet back and very heavy pet stains even thru padding. 

  Also included is the invoice from vendor Real Floors from the carpet and pad replacement completed on 6/11/24. 

  ********************* has completed the 2nd payment in her agreed upon payment plan on 7/15/24. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21880253
  
  I am rejecting this response because:  there is no I invoice from 2022 before I moved in showing the carpet was replaced prior to our move in. The attached invoice is from June 2024. Picture 3 stating good is the same as picture 11 statingdamage, both are a picture of the entrance floor which has no damage. The only reason there was a urine smell was because the carpet had been cleaned and the padding (from previous tenants) had gotten wet and while it was drying their urine smell is what you could smell. I did pay the second installment because they are threatening to send me to collections and they will prolong this process until I pay it all.  I have paid enough of the damage from your previous tenants, the amount should be reduced to money already received.  You are harassing me with this and the damage wasnt ours. Please stop this. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/11/2024

  Type:Sales and Advertising 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 lease was up for renewal in June of this year. MAA requires you to login to the residential portal and make a selection on your renewal decision. On May 14th I logged and selected another 12 month term, I received an email stating "Thank you for renewing your lease! You lease apartment has been renewed until 6/1/2025. A day later I received an email from the leasing management team here to sign a new lease. I had left town and failed to check this email and was unaware I needed to sign anything. I missed their deadline of 5/25 and because of this I was charged month to month rent, almost 2x my rent payment now. I messaged the leasing manager who stated she would speak with upper management. After a few days I was told it was determined that I had be given plenty of time and information needed to decide what I wanted to do with the renewal. My issue is that I did make a decision on my renewal, it is stated in an email I received. I just failed to sign the new lease resulting in almost $1,500. I've lived here for a year and never had any complaints, issues, or late on rent payment. Seems extremely harsh and cruel.

  Business Response

  Date: 06/19/2024

  ********************** account was adjusted to reflect the renewal lease that was executed on 6/3/24.

• Initial Complaint

  Date:05/29/2024

  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 live at maa windmill hill property of MAA apartments, over the past year we have put in multiple work orders, for them to come and fix problems such as black mold growing in toilets, sinks and showers not replacing air filters in 6 months, and the inside humidity being between 76-84% at all times, we also have about a 1/4 inch of water sitting in our dryer at all times. We have made several attempts to have them fix the issues and nothing has been fixed they make work orders them say they have completed them when we have proof they haven't. We pay $2,155 month and now it's causing us health issues

  Business Response

  Date: 06/10/2024

  Thank you for bringing your concerns to our attention   We apologize for any inconvenience or frustration this situation may have caused.  We understand our team has been in contact with you to address your concerns and that repairs have been scheduled.  

• Initial Complaint

  Date:05/29/2024

  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 took 60 calendar days to repair a plumbing issue, contradicting Georgia law which requires they keep all plumbing systems in working order.- A total of 4 written maintenance requests were filed.- I visited the leasing office twice in person, including talking with a maintenance repair person directly to provide additional details and what likely needed to be done to fix it.- After a reasonable amount of time, I provided a written Failure to Repair notice in person to the leasing office. This notice was accepted but ignored/no action taken.- I notified the leasing office via email that their failure to repair had resulted in a water overflow event and that I had been able to stop the overflow event. No action was taken on this report.- The regional maintenance supervisor and assistant property manager were reminded of the issue during an inspection. The regional maintenance supervisor stated he agreed with my diagnosis and the issue needed to be remedied. No action was taken by MAA.- I provided a second Failure to Repair Notice to the leasing office and MAA's ************** Team" via email. The email was ignored by both the ************** Team" and the office, however a call was finally received by the new property manager who was able to get the maintenance team to finally conduct a repair.- I have continuously asked for a concession to compensate me for the considerable and unnecessary amount of time/effort it took to hold MAA accountable. It has been 2 weeks since my last email, which has not been responded to.If I were 60 days behind on rent, I would be evicted. MAA needs to hold themselves to the same standards that they hold their residents to. Two months to replace a 20 dollar flush valve is a substantial failure to upkeep the property and failure to act upon the notice of a water overflow event put my and other tenants properties at risk.

  Business Response

  Date: 05/29/2024

  The repair was completed successfully. Our records indicate that there were no signs that that the flush valve needed to be changed since the resident stated it would happen occasionally. The credit is not warranted. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21773507
  
  I am rejecting this response because:
  
  Typical response I'd expect from MAA, lack of business morals that I've experienced my entire tenancy.
  

  If maintenance staff had properly investigated and waited for more than a few minutes, they'd have been able to diagnose and repair the issue in a timely manner. Multiple times I walked into the apartment after it was 'fine' to listen to the toilet refilling.

  Also lacking from the response, why MAA staff blatantly ignored the both paper and email written Failure to Repair notices in accordance to their lease, as well as why the assistant property manager failed to act upon my notice of stopping a water overflow event.

  Please escalate and address the issue properly rather than gaslighting residents.
  

  Customer Answer

  Date: 06/12/2024

  Business has made no effort to actually address their systemic failures and the problem, which stems from their ignoring their customers. By closing the issue, you're allowing them to continue this behavior.

• Initial Complaint

  Date:05/28/2024

  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.

  Date of the transaction: 05/21/2024 The amount of money you paid the business: $4154.57 What the business committed to provide you:The apartment management is committed to providing a habitable and well-maintained living environment. They also committed to returning my security deposit after deducting reasonable wear and tear and any necessary repairs due to damage caused during the tenancy.What the nature of the dispute is:I recently vacated my apartment at *************************************, and I received a move-out charge of $4154.57. I believe these charges are unreasonable and unjustified. Upon moving in, there were several pre-existing defects in the apartment.Specific charges I am disputing include:Carpet Replacement Fee ($1,850.00): The carpet had visible damage at the time of move-in.Paint and Wall Repair Fee ($1,176.00): The walls had existing issues, including leaks and mold, which were not addressed during my tenancy.Cleaning Fee ($67.00): The apartment was left in a clean and orderly condition.Other Fees (Totaling $2,186.00): These fees lack specific details and justification.Whether or not the business has tried to resolve the problem:I have contacted the apartment management team to dispute these charges and requested detailed explanations and photographic evidence for each charge. However, I have not yet received a satisfactory response or resolution.

  Business Response

  Date: 06/01/2024

  On 3/29/24, the notice to vacate acknowledgement and damage cost sheet were provided via email to the resident. On 5/21/24, the resident moved out and a move-out statement was provided to them on 5/23/24. On 5/28/24, in response to their questions about their move-out statement, they were provided pictures of the charges outlined in the statement - a few attached. Specifically, the carpet, which they are disputing, is heavily stained. This carpet was replaced immediately prior to their move-in, 1 year ago therefore they were charged for replacement cost. On 5/29/24, the residents returned to the office and spoke with the Leasing Manager. He provided the same photos and explanations of charges in person. During this conversation, the residents disputed that the carpet was dirty at move-in, also noted in their complaint, and were explained that they received brand new carpet. Move-in inspection pictures taken and on file confirm this to be true. On 5/29/24, the residents were emailed again by the Assistant Property Manager and notified that the only possible adjustment to their charges would be in relation to the ceiling leak as we were verifying the date of occurrence. It was originally charged as it was visible at move-out and unreported by the resident(s). They were also notified that we would not reduce the charges for wall damage due to mold as it was apparent that had occurred well before their move out date and unreported. At this point, the property has done its due diligence in confirming the damages were caused during residency and has communicated its willingness to re-assess the leak charge. Thank you.

• Initial Complaint

  Date:05/23/2024

  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.

  As a resident for 3 years, at MAA *********, I am being treated unfairly and I need effective communication asap. I was supposed to hop to a new apartment 5/15/24, because my lease is ending 5/31/24. I asked if I'd be refunded for the last 16 days of May, that I didn't need the original apartment. They first said yes, then changed to no. I was told I was approved to move and needed to pay a transfer fee after being told I wouldn't have to.I emailed back inquiring about the new fee because when I went to the office with my notebook to write everything down- because The leasing office goes back and forth about costs and payments and I felt like I was incurring fees on top of fees that I was told i wouldn't have to pay. Like the app fee I was told i wouldn't have to pay. then received an email after leaving the office that'd I'd have to pay one. I was also told I wouldn't have to pay a transfer fee since I was moving within the ending month of my lease. I wanted to find a way to take care of the fees I wasn't expecting and I didn't understand that I wasn't allowed to post about wanting someone to occupy the space for the remaining 16 days. Then I was sent a demand for possession email and was told I had a week to leave. I tried to speak with ***** the manager to find a resolution because it was a honest mistake and I haven't done anything like this nor have I been a problem these past 3 years here. ***** told me that it was up to ****, the regional for this area, to decide if i had to be kicked out, I requested a phone call from someone in corporate and/or **** herself Thursday, May 9th. I still havent heard back. My leasing office is refusing to give me contact information to corporate.Today, I called the service line again; they said they'd "escalate my ticket" (again) *********** Apartments doesn't care about the people living here. I've heard them tell someone they'd make them homeless in the leasing office and that's what they are trying to do to me.

  Business Response

  Date: 05/30/2024

  Hello,

  We understand your frustration with the communication you received regarding your transfer and apologize for any miscommunication. However, your lease agreement outlines that you may not rent or even advertise your apartment on any 3rd party site for sublet or nightly rental. We have a consistent approach on handling these violations by exercising our right to terminate the lease for such violations. As a company,MAA monitors for these listings and found that you advertised your home for nightly rental. Regardless of the reason, you are in violation of your lease and a transfer onsite is no longer possible. 

  
  The communication you received from the onsite manager,*********************, was drafted by our office and is supported by MAA. I understand that ***** has been flexible with you regarding your vacate date.Please communicate with her on your plans to return possession of the home to MAA as requested.

  I understand this is not the outcome you would prefer but it is our final stance on the matter. 

  Respectfully,

  *********************;
  

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21753407
  
  I am rejecting this response because:

  I now I have an issue with the amount owed. And Id like to settle my account
  Ive been waiting for your final decision since I first spoke with ***** regarding this issue around May 10th. The leasing office refused to give me any contact information so that I could speak to someone above/outside of them. I asked for clarity from you specifically because ***** said that you are who makes the decision. 
  
  
  The leasing office refused to engage with me regarding the matter, I was ignored many times by having the office doors closed when I came in.
  
  
  Which lead me to different methods of communication I.e. one of them being the BBB complaint. I offered to ****** that Id take it down if I could stay on the property however, youve made your decision. Its disappointing that It took three weeks for someone to get back with me.
  
  
  Moving out proved to be difficult since all the trash chutes and dumpsters were full to the brim and I had to wait until Sunday evening for someone to remove the trash for me. I wouldve been done Saturday had it not been for the trash. 
  
  
  When returning the keys Monday morning I asked to speak to ***** for next steps and she claimed to be in a meeting with her office door shut. I said Id return and when I came back around 3/4 she had left for the day. I still havent heard from her. 
  
  
  Before receiving your decision, when I spoke to ***** May 31st I asked for the prorated rent to clean and discard the trash, after being told I couldnt pay for another month while I looked for somewhere to go. On May 31st, I made ***** aware I had no intentions of staying and Id be out by June 2nd- and I was. I sent an email to let the leasing office know. While in the office I asked for the prorated rent to be reflected on my account. So that we can all have this resolved asap. 
  
  
  Could you please update my account to reflect the prorated costs for the two days I stayed to finish cleaning and packing so that this issue can be resolved. Could you also please remove the late fees seeing as though the final costs arent reflecting appropriate charges which is preventing me from paying. I also see Ive been paying for a  renters insurance fee and Ive had it this whole time, is there a refund for that? please see proof attached . 
  
  
  Best,
  ***************************;
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/24/2024

  Hello **************,

  You account has been reviewed and the final charges for your home have been adjusted to reflect the prorated rent through June 3, 2024 when you turned in your keys and your final utility and cleaning charges. If you have further questions about your final bill please contact me directly at ************************************ or ************ to discuss further. 

  Thank you, 

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

  Regional Vice President

   

   

  Business Response

  Date: 06/24/2024

  Hello **************,
  
  You account has been reviewed and the final charges for your home have been adjusted to reflect the prorated rent through June 3, 2024 when you turned in your keys and your final utility and cleaning charges. If you have further questions about your final bill please contact me directly at ************************************ or ************ to discuss further. 
  
  Thank you, 
  
  ****************
  
  Regional Vice President
  
   

• Initial Complaint

  Date:05/21/2024

  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 for an apartment in the beginning of April 2024, my application was approved but I decided to go with another apartment complex. I was aware that the application fee was non-refundable. The admin fee was refundable within 48 hours. It was confirmed that I would receive the admin fee back. I was told it would be refunded in the form of a check within 15 days. It has been 30 days since I applied and I have not received a check, every time I contact the leasing office I am told they have not heard anything back from corporate, Extremely disappointed in the lack of answers and communication. Grateful I didnt choose this place to call my home with this kind of service.

  Business Response

  Date: 05/23/2024

  ****** applied for an apartment on 4/19/24 and was approved.  Her circumstances changed and she decided to cancel her application within the 48-hour allotted window to receive a refund of her processing fee.  The processing fee was refunded, a check was issued on 4/22/24 in the amount of $178.06 and sent to the address on file.  After receiving the complaint regarding her not receiving her refund check I called and left her a message to give me a call back so I could confirm the details of the refund and her mailing address.  ****** called back on 5/22/24 at around 3:20 p.m. at which time I verified with her that the address on file was not the correct address.  She stated that it had changed 2 times since she submitted her application with MAA SkySong.  At that time she provided me with her current address.   I let her know that I would reach out to my accounting team to update her address and find out the next steps to get her refund check re-issued as soon as possible. On 5/22/24 at 3:45 pm I updated her address in our system and as of 5/23/24 at 7:23 am our accounting team confirmed that the check was returned to our corporate office as undeliverable.  My accounting team will be placing the check in a new envelope with her current address and mailing it out to her again.  I left a message for ****** on 5/23/24 at 12:40 pm asking her to call the office so I can provide her an update of the status of her refund.  She called back around 1:30 pm and I updated her on the status of her refund check and let her know that it was being mailed out again and if for some reason she does not receive it by June 3, 2024 to give us a call so I can look into it.  I also reminded her that with Monday, May 27, 2024 being a holiday it will likely be delayed in getting to her.

  Customer Answer

  Date: 05/23/2024

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

  I do want to clarify, I provided the correct address at the time and it was sent to the wrong one. 
  

  ******* the manager was extremely kind and helpful. Very pleased with the timely communication and the quick resolution. 

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

  , AZ 85281

  
  

• Initial Complaint

  Date:05/21/2024

  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.

  On May 16, 2024, we had to contact the emergency number regarding the condition of the apartment we are currently leasing because of the significant presence of bugs within the apartment. This resulted in us having to find alternate living arrangements. After multiple emails, speaking with *******************************, Property Manager, taking ****** to the unit for inspection, and meeting with ***** (unknown last name), Maintenance/Pest Control, our concerns regarding the infestation were substantiated. While ****** attempted to downplay the severity of the infestation, ***** stated that the source is a larger issue that cannot be identified at this time and will result in the reoccurrence of bugs. On May 20, 2024, I was able to speak with ****** in an attempt to resolve this amicably by requesting a release from our current lease, which ends on August 3, 2024. ****** responded by instructing me to email the early termination request; however, commented, you can send it to me but its going to more than likely be denied. This in itself is troubling. How can the property manager make a determination before receiving the written request outlining the concerns? In addition, we had already provided photographic evidence of the infestation. After sending ****** our request for early termination of the lease (two months) and requesting a waiver of any penalties or fees, ****** replied that the request was denied and that she had discussed the matter with the Vice President. I asked ****** for the contact information of the Vice President at which time she refused to provide the information and indicated that she could not disclose it. If this person was involved in the decision-making process, I should be able to discuss the matter with them. I demand that we be released from the current lease and that no penalties or fees be assessed.

  Business Response

  Date: 05/28/2024

  **********, SC experienced a termite swarm on the evening of Thursday, May 16, 2024.  This swarm occurred over a large land mass and affected different areas of the TriCounty. Termite swarms are normal for this area at this time of the year, particularly after a rainfall. If there are lights on at night and a swarm is nearby, termites can find their way into a structure through any crack in a door, window, screen, or patio, as they are very small. They cannot fly far; their wings fall off once they hit the ground and they die shortly thereafter.
  
  These residents had swarming termites inside their apartment on May 16th. After the issue was explained to them and they were informed that swarming season may continue for up to 4 weeks, they insisted that we prevent any further termites from entering their apartment. We are not able to give them assurance that this will not happen again, as we do not control Mother Nature. This property went through miscellaneous siding replacement and an exterior paint job less than 12 months ago and there were no active termites at that time. There are also no live termites in this residents apartment. This event was an act of Mother Nature, and it is not a sanitation or a habitability issue; therefore we do not approve releasing them from their contract. 

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21742555
  
  I am rejecting this response because: 

  Regarding the timing of the exterior paint project, we would like to clarify that it was indeed less than a year ago when this incident occurred. Please refer to the attached screenshot of the exterior paint project notification email sent out to residents on June 2, 2023, for verification.
  
  Regarding this happening in the ***************, there were no reports of termite swarmers affecting different areas. *********************************,the property manager herself, told **** and me she could not find any news about termite swarming. The property manager also has been diminishing the issue by stating that this is "normal for this area" and "an act of Mother Nature." *************************** (the other tenant on the lease) has lived in the ********** for eight years, and I have for six years. We have been in this apartment for two years and have not experienced this problem of an infestation until now. It's essential for all parties to have accurate information to address this issue effectively.
  
  We do not believe a livable and habitable living area should have 50+ bugs crawling from all apartment areas. And, for the property manager to state a poem while speaking to ******* and me about keeping our lights off from 8 to 10 and saying it's because we had lights on downplays the situation even more. We had one lamp on in the entire apartment while the bugs came into our house. They were in all areas, even rooms with no light. How can we live in a habitable area when told by management to keep the lights off? 
  
  It is crucial to understand that the presence of termites in our living space is not just a structural concern, but a major health and safety issue. As the business itself states, Termites can find their way into a structure through any crack in a door, window, screen, or patio. This poses a significant risk to our health and well-being and requires immediate attention. 
  
  On Thursday, May 16, 2024, Will and I discovered a significant infestation of bugs, with over 50 insects present, posing a substantial risk to my health and well-being. Regrettably, when I sought assistance from emergency services after hours, I was met with silence,exacerbating the urgency and distress of the situation. 
  
  Due to the severity of the situation, we were forced to relocate immediately, bringing our pet with us. This further complicated matters. ******* and I could not come into the office due to the relocation necessitated by the infestation. Moreover, we are unaware of what the insects carry, to the extent that we had to bring our pet to the vet to ensure the bugs did not harm her. 
  
  *********************************, the property manager, was the contact we emailed regarding the situation and its severity. She emailed back on May 17,2024, in the afternoon (showing it was not urgent to management). Her email said -
  
  "Good Afternoon,
  
  ********** had several reports of termite swarms in various locations last night. We sent an eblast this morning to let residents know that this is swarming season and you may see swarms over the next several weeks.Treatment for swarming termites is not necessary because they die quickly.
  
  This is not something that is considered a maintenance emergency or a habitability issue. We are not able to reimburse you for lost wages or a hotel stay, but I did reach out to your renters insurance company,**********, on your behalf. The person I spoke to confirmed that you have loss of use coverage, but they were unsure if this situation would be approved under the policy. They suggested you speak with an adjuster in the claims department at ************.
  
  *A member of our maintenance staff attempted to speak with you this morning, but no one was home, so a note was left on your door that a pest control technician follow up during their next visit to the property on June 6th; however, not much can be done aside if it is a swarmer. We were unable to open the photos you shared. Are you able to send them in JPG format?"
  
  ******* and I read this email frustrated, as we, consumers and tenants, are not being accommodated. The eblast was sent after I called the emergency line and in the morning. She knew we had to relocate and was not living in the apartment we paid for. When we returned to grab more belongings,there was no note on our door. The severity of the issue is not taken seriously when a resolution is pest control coming weeks later.
  
  I responded, stating the main points of the health and safety concerns that needed immediate action. I attached photos in PDF format.The loss of use of our apartment resulted in us relocating and the loss of being able to go into our offices for work. 
  
  In addition, ******* said she would go into our apartment to check for bugs. I later received a voicemail stating that she only saw one bug, and I still have this recording. We immediately called her, saying we would show the infestation to her ourselves. We showed her the 50+ bugs on the ceilings, walls, bedding, and within the carpet. I do not know how she missed the numerous squashed bugs throughout all areas of the apartment.
  
  She kept stating again that this was "an act of nature." She dared to ask if it was a mosquito would that be an issue.Yes, most definitely. Mosquitos also carry numerous infectious diseases. I questioned what action management would take to resolve the issue and she stated that pest control could view the apartment on May 18, 2024. I asked if management would take steps to clean the bugs present within the apartment space and she instructed us to vacuum them up after pest control saw them. The instruction received from management is not only unsanitary but also would infect my vacuum for future use. 
  
  Pest control (*****) came by and stated the termite species Formosan termites. If you read about the bugs, if there are more than 50,this is classified as an infestation. Stated in an article by **************************** about Formosan termites (which was confirmed by pest control that this was the species), "They have the ability to infest and significantly damage structures much more quickly than native subterranean termites (******************************************************************************************************). I asked ***** if this is a more significant issue and he said yes but since they cannot locate how they are coming in they cannot prevent the bugs.
  
  Because pest control and management do not know how to treat the prevention of bugs and the risk of future problems, we stated to ******* that we would like to end our lease two months early with no penalties or fees. ******* instructed me to email the early termination request; however,she commented, "You can send it to me, but it's going to more than likely be denied." This in itself is troubling. How can the property manager make a determination before receiving the written request outlining the concerns? In addition, we had already provided photographic evidence of the infestation. 
  
  After sending ******* our request for early termination of the lease (two months) and requesting a waiver of any penalties or fees, ******* replied that the request was denied and that she had discussed the matter with the "Vice President." I asked ******* for the contact information of the "Vice President" at which time she refused to provide the information and indicated that she could not disclose it. She also said over the phone when requesting the VP's contact information that since she signed the lease and it's through her, she is not ending it early. If this person was involved in the decision-making process, I should be able to discuss the matter with them. I demand that we be released from the current lease and that no penalties or fees be assessed.
  
  Sincerely,
  
  ***************************

   

  From the CONSUMER:

  Sent 5/29/2024 2:01:06 PM

  Read by ************************** on 5/29/2024 2:01:22 PM

  I request we be released from the current lease and that no penalties or fees be assessed. Pursuant to the South Carolina **** of Laws, Title 27 - Property and Conveyances, Chapter 40, Residential Landlord and Tenant Act, Section *********, Landlord to maintain premises, A landlord shall comply with the requirements of applicable building and housing codes materially affecting health and safety and make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition. MAA ************** is in violation of this section. By ****** own admission, the bug infestation is a larger issue and is not being addressed currently.

  Customer Answer

  Date: 05/29/2024

  I request we be released from the current lease and that no penalties or fees be assessed. Pursuant to the South Carolina **** of Laws, Title 27 - Property and Conveyances, Chapter 40, Residential Landlord and Tenant Act, Section *********, Landlord to maintain premises, A landlord shall comply with the requirements of applicable building and housing codes materially affecting health and safety and make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition. MAA ************** is in violation of this section. By ****** own admission, the bug infestation is a larger issue and is not being addressed currently.

  Business Response

  Date: 06/03/2024

  Swarming termites die quickly and this is what these residents experienced. The residents reported the incident on May 16, 2024. Our staff visited the apartment on May 17, 2024 and a Pest Control Technician subsequently visited the apartment on May 18, 2024. No activity of live termites was found during the visits or has been reported by the residents since that time. In any event, if the residents continue to feel that the current apartment does not meet their needs, we will offer to let them transfer to a comparable unit onsite or alternatively, terminate the lease without payment of the early termination fee by providing 60 days paid notice to vacate and fulfilling their contractual obligation through August 2, 2024. We maintain that we have complied with the lease agreement and applicable law in responding to this incident and will not be providing anything further.  

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21742555
  
  I am rejecting this response because:

  I respectfully disagree with the business response. Since the initial report, no evidence of live termite activity has been reported by us, as we vacated the premises and secured alternate housing from May 16, 2024, to the present. For our health and safety, we returned only to gather our belongings. While we appreciate the offer to transfer to a comparable unit onsite or waive the early termination fee, we request that the 60 days' rent be waived. This request is based on the fact that we sought immediate remediation and provided written notice of our intent not to renew the lease (set to end on August 2, 2024) more than 60 days in advance. Additionally, the business has not complied with the law. The property manager instructed us to keep the lights off to prevent bugs from entering the apartment, and the maintenance/pest control individual admitted that this is a known problem that the business is failing to address.

  
  However, we are requesting the lease to be terminated immediately, effective June 3, 2024, with no early termination fee. We also request that no further rent be owed and that the rent for ***** July, and prorated August be waived, implying a refund for the rent paid for June.

  
  Sincerely,
  
  *************************** & ***************************

  Business Response

  Date: 06/04/2024

  We have explained our position on this matter and consider it resolved. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21742555
  
  I am rejecting this response because:
  
  I must reiterate our position and clarify a few key points.

  
               -Health and Safety Concerns: We vacated the premises on May 16, 2024, due to the termite infestation and have since resided in alternate housing for health and safety reasons. Our limited visits were solely to gather belongings,  which is why no live termite activity was reported by us after the initial incident. The severity of the issue is not taken seriously.

  
               -Legal and Lease Compliance: We promptly sought remediation and gave more than 60 days notice of our intent not to renew the lease, set to end on August 2, 2024. Furthermore, there was a directive from the property manager to keep lights off to avoid attracting bugs and an admission from maintenance/pest control that this issue is known and inadequately addressed. Pursuant to the South Carolina **** of Laws, Title 27 - Property and Conveyances, Chapter 40, Residential Landlord and Tenant Act, Section *********, Landlord to maintain premises, A landlord shall comply with the requirements of applicable building and housing codes materially affecting health and safety and make all repairs and do whatever is reasonably necessary to put and keep the premises in a fit and habitable condition. This raises concerns about the habitability of the unit and compliance with housing regulations.

  
               -Request for Immediate Termination: Given these circumstances, while we appreciate the offer to waive the early termination fee (which is the price of two months' rent), we are requesting the lease to be terminated immediately, effective June 3, 2024, with no early termination fee. We also request that no further rent be owed and that the rent for ***** July, and prorated August be waived, implying a refund for the rent paid for June.
  

  While we acknowledge your offer, these do not address the urgency of our situation or the inconvenience and health risks we have endured.

  
  We hope you will reconsider our request for immediate termination and rent waiver to resolve this matter fairly and amicably.

  
  Thank you for your consideration.

  *************************** & ***************************

  Business Response

  Date: 06/04/2024

  We have explained our position on this matter and consider it resolved.

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21742555
  
  I am rejecting this response because:

  I am writing to address the recent correspondence that suggests our concerns have been resolved. Unfortunately, this matter remains unresolved. We should not be charged rent for **** and July, and we have yet to receive the name and contact information of the "vice president" consulted by the property manager in the decision-making process. It is worth noting that the property manager indicated the request would be denied even before its submission.
  

  It seems the property manager may be taking this matter personally, possibly due to her involvement in drafting our original lease. Additionally, the property manager has incorrectly stated multiple times that we purchased a home. This is not accurate; we had to seek temporary accommodation at my parents' house until we could secure a new rental property.
  

  Regardless of our intent to renew our lease on August 2, 2024, or not, we were compelled to vacate the apartment on May 16, 2024, due to unresolved health and safety issues. This negligence on the part of the property management necessitated our move. Moreover, the property manager's offer to relocate us to another unit contradicts her stance that there were no issues with our original unit.
  

  We will not accept the brief responses provided by the business. This matter has been escalated to the South ******************* of ******** Affairs, and we are prepared to pursue legal action if necessary.
  Thank you for your attention to this serious matter.

  
  Sincerely,
  
  *************************** & ***************************

  Business Response

  Date: 06/13/2024

  As the Regional Vice President I have been involved in this situation from day one.  The Property Manager is following the same process and procedure as all other Property Managers at surrounding MAA communities. The team reacted immediately once the resident contacted them about the situation.  The Property Manager walked the unit and did not see any live bugs.  The Property Manager had a ******************** come out and assess the matter.  The ******************** did not see any live activity. They were familiar with the situation as it was happening all across the Charleston market.  The swarmer season is an act of nature which occurs annually at the beginning of the Summer season in the local ecosystem.  There is nothing any one can do to stop this from occurring.   Residents were offered the opportunity to transfer to a comparable apartment home at the community.  Please see previous responses. No live termites exist in this apartment. This was a one-time incident beyond our control. We have,and will continue to fulfill our contractual obligation and we will not release the residents from their obligation

• Initial Complaint

  Date:05/20/2024

  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.

  Me and my wife have lived at the complex for 3 years and never once had an issue. We recently moved into a two bedroom unit from our previous unit about a week and half ago. The first day we noticed a wet, musty smell which we assumed was from cleaning the carpets. I notified maintenance and they came to check it out and sprayed something to quell the smell. The carpets were still damp so we had to use our own fans to dry it out prior to moving anything in which they did eventually dry. Several days later after getting everything in and settled, my family returned to the apartment after I set it all up. Within a day or two we noticed dirt getting onto our clothes and my toddlers feet. I attempted to vacuum with a good vacuum to see if that helped but it did not. By this point, it was past the office closing and I had to work. So I cleaned the carpets myself and was appalled by what I found. These carpets are not clean. I notified management via phone the next day about it and all I was told was that they could come and clean it again. Given how bad it went for them previously, I had little confidence they could do it right, especially since I did it myself. I told them that it was already clean and that I worked and had to be there to assist in moving furniture if they did come. It could not wait given it posed a sanitary risk to my daughter. Afterwards, all they said was we can take a $100 off the first rent for the inconvenience. Then they have the audacity to send me an 82 dollar bill for the cleaning of the previous apartment. The manager told me, there will always be dirt in carpet, which I agreed with, but not to this level. They dismissed my claims, offered a subpar resolution, and generally seemed not to care. After three years of being here and always being a good tenant. They should waive the other cleaning fee and offer me a more fair compensation for the issue at hand. Management is poor and there responses are not practical.

  Business Response

  Date: 05/21/2024

  We truly want you to enjoy the apartment that you transferred to, like you enjoyed the other two apartments in our community that you lived in previously. We offered to have the carpet in your apartment professionally re-cleaned however, you declined our offer and decided to clean the carpet yourself; therefore, we gave you a credit of $100 for your carpet cleaning expense. We will not be issuing you a $300 credit as we have already issued a $100 credit to your account. The $82.94 amount is not related to the current apartment that you reside in. It is from the previous apartment that you transferred from. That amount includes your final utility bill charge balance of $37.94 and $45 dollar charge for carpet cleaning as outlined in your lease agreement. A credit will not be issued for those charges either.

• Initial Complaint

  Date:05/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My girlfriend and I applied and were approved for an apartment owned by this company. The leasing office told us they would honor the rent for the unit we applied. However, once we were approved, our lease agreement showed an increased rent. I was told this was due to some amenities not being included in the original rent. Since we were not comfortable paying the increased rent, I asked for my application to be cancelled and our application fees refunded. They stated their fees were non-refundable. While I understand this, we were given inaccurate terms and conditions, and we wouldn't have paid these fees ($60 each; $120 total) under accurate terms and conditions. Therefore, the contract should be null and void.The leasing consultant then told me that this amount of money was small anyways and shouldn't be worried about. Not only was this statement ignorant and rude, it also ignores the dishonesty on their end. We would consider their actions false advertising and solicitous. If I did this, I could be charged with a crime. This is not an honest business.

  Business Response

  Date: 05/21/2024

  All monthly recurring fees, including the community fee, MAA connect, and pet charges, were discussed during the tour with the prospects and are disclosed during the application process.  Multiple options were provided with different pricing for their choosing.  No inaccurate information was provided. The leasing consultant called and discussed an additional amenity for vinyl flooring that was mentioned, and the prospects were given the option to either get the vinyl floor for the additional amount or have carpeted floor for lower amount. During the call one prospect stated she wanted the vinyl floor. The leasing consultant moved forward and sent over the updated pricing information to include vinyl flooring.
  
  We subsequently learned that the other prospect was not in agreement with the additional amenity and decided to cancel the application and requested the application fees be refunded. At that time the leasing consultant advised him they could cancel the application, but the application fees are non-refundable, as is disclosed in the application.  While it's not the outcome we hoped for, the options presented were not agreed upon between the prospects.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21727320
  
  I am rejecting this response because: In their response, the business did not acknowledge the additional charge was missed by the business and occurred after the application was submitted. Although alternative options were discussed, neither were completely accurate to the conditions we agreed to when submitting the application.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/23/2024

  As a good faith gesture we will be refunding the application fees.  It appears that there may have been confusion over the differences in the homes they were looking at. 

  Customer Answer

  Date: 05/24/2024

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

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

  , FL 32608