Complaints

This profile includes complaints for MAA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
• 

  MAA Kirby Station

  6653 N Quail Hollow Memphis, TN 38120

  
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  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

• 

  MAA Massachusetts Avenue

  1499 Massachusetts Ave NW Washington, DC 20005

• 

  MAA Centreville

  5804 Post Corners Trail Centreville, VA 20120

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:05/16/2024

  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.

  I am a former resident of an MAA property. The property management does not answer the phone, return calls or email messages. I recently terminated my lease mainly because of the excessive rent increase which made the unit unaffordable but there were a number of other issues: dog excrement, dogs off leash, management's refusal to address my noise complaints, inadequate trash receptacles, trash on the ground and in common areas, management's refusal to address illegal parking and insufficient security and lighting to protect vehicles from vandalism and theft. After I terminated my lease and vacated the property, the property management is trying to charge for items which I returned (mailbox keys, remotes for the gate and pool bands), cannot find my notice that I was terminating my lease, trying to charge for 2+ weeks which I did not occupy the apartment, repairs which I requested, and cleaning carpet that was replaced. I have tried to reach someone at the regional office but the line is always busy or you have to leave a message at the corporate number and hope someone calls you back and they don't make it easy to find a telephone number for corporate. I know that I must pay a penalty for early termination but all these other charges seem punitive and excessive. Does MAA not understand the meaning of compromise. If I don't agree to pay the entire amount they will not withdraw/remove the eviction notice making it nearly impossible for me to rent so why should I pay any of it when I won't pay for some of the charges because of inability to keep track of items returned and my notice to terminate or maintenance requests.

  Business Response

  Date: 05/29/2024

  When the resident contacted us about the move out statement charges, we reviewed the account and made some adjustments. We maintain that the remaining charges are properly due and owed under the terms of the lease agreement and will not agree to make any additional changes to the balance owed.
  

• Initial Complaint

  Date:05/09/2024

  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.

  Good afternoon, I'm writing to inform you since it has now been 6 months since my brother who is legally blind moved out. I turned in all paperwork along with forwarding address. I have received his last *********** bill and spectrum bill at this address that you were provided. So now We have no alternative but to report you to the North ******** real-estate commission and the BBB. I realize you have different people in that office every week I personally have meet 8 different people in the year my brother lived there.You have taken money from my brother account for a two-month termination fee when his lease was already up and when he had his stroke you were given a 60 Day notice. Even though he was in the hospital those 60 Days his rent was still paid. Then you had the nerve to say you had to replace the carpet. Which was a lie, I have been in that apartment since he moved out. I knew you didn't have to change the carpet, just another chance to steal money.My brother is a retired disabled vet who had a stroke in your apartment, and you have taken every ***** you could from him. Then to top everything off you have not sent his security deposit. He moved out In November 2023, the law in North ******** is 30 days. I informed you of this before and sent you a second address. Still absolutely nothing.

  Business Response

  Date: 05/17/2024

  "We appreciate ******* residing at MAA for 14 months. On October 23rd , 2023, we received an email from ****************** POA ***************************** notifying us that he would be vacating his apartment on November 30th, 2023. We explained to **************** that his lease expired on September 23rd, 2024 and this would be considered breaking his lease per his lease agreement.  At that time, we notified ****************** POA we would require that ************** send us an email notifying his Notice to Vacate. On October 25th we received an email from ****************** POA with a notarized letter notifying us that ************** would be moving out of his apartment on November 30, 2023.  Per our lease agreement: 4. RESIDENTS OPTION FOR EARLY LEASE TERMINATION, or TRANSFER TO ANOTHER LANDLORD APARTMENT OR PROPERTY: 4.1 Early Lease Termination: You may terminate this Lease before the expiration of the initial term, if You are not in default under this Lease at the time of giving written notice or thereafter, and if You strictly comply with all the provisions of this paragraph. 4.1.1 In order to terminate this Lease pursuant to this paragraph before the expiration of the initial term, You must: 4.1.1.1 Give Landlord sixty (60) days' written notice or pay an additional termination fee equal to rent for the period equal to sixty (60) days less the actual number of days' notice you provided ("Additional Termination Fee") (e.g., if you only give fifteen (15) days notice you will pay your standard rent for fifteen (15) days plus an additional termination fee equal to rent for forty-five (45) days) at the time of giving notice; PLUS 4.1.1.2 Pay all monies due through date of termination, including, but not limited to, the payment of prorated rent; PLUS 4.1.1.3 Pay a fee in an amount equal to the sum of two times Your Monthly Base Rent (Early Termination Fee) at the time of giving notice. 
  
  
  ************** was charged an early termination fee of $2840.00 and at move out charges to replace the carpet. 
  When ******* moved into his apartment with MAA, his carpet was only 1 year old.  It was determined at move out that his carpet could not be saved and would need to be replaced. As per his Lease Agreement, the carpet that must be replaced at 5 years has 80% of its value remaining. At move out, ******* was charged $886.40 which was 80% of the value remaining. 
  
  
  The remaining security deposit was refunded to the address ****************** POA had listed for the amount of $445.02. We verified with our *********** and it's in route via USPS. 
  
  

• Initial Complaint

  Date:05/08/2024

  Type:Delivery 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 this problematic (**************** at **********) on April 29, 2024, in which I resided there for approx. 2 years. This establishment didn't meet my expectation. I've had numerous of health issues/ problems from Sept 2022-April 2024. The problems includes: severe plumbing issues, major pest control, old, non-functioning appliance, grouting to painted over bathroom tubs , leakage to sinks, unusual odor from HVAC, uncleanliness to the entire 1200 building, and etc. The problems was only masked and rudely greeted by unprofessional maintenance guys. However, on May 6, 2024, I received my final move out bill for *******, and I immediately notified the *************************** with concerns. She appeared oblivious and unenlightened of my initial move in inspection problems, section 8.1-8.4 of my signed lease , Alabama security deposit law and al tenant and landlord law concerning Normal Wear and Tear. I'm not sure if the respected individual receives commission bonus for collecting undisclosed and illegal fees at move out against tenant rights. It's inevitably and highly irrational to think a 2 y/o occupancy property wouldn't have minor marks, stains, and scuff on countertop, carpet, and flooring. Per AL security deposit law, Landlord have the right to withhold the deposit if there is damages beyond normal wear and tear. The countertop was stained on initial move in inspection, as well as it had a stick and peel granite top, not a real granite top. Per AL repair and maintenance law, tenants have the right to live in a rental unit that meets minimal habitability. I only received 3 home inspection, in 2 years, and that's related to the neighbors under my unit causing roaches, mice, and bedbug infestation. I highly recommend conducting regular property inspection and holding management accountability, and being more proactive. I'm not sure how sanitize the carpet will be just stain removal with my COVID. I'm seeking clarity with my billing issues.

  Business Response

  Date: 05/13/2024

  As we do for all move outs, we followed our standard guidelines for cleaning and damage charges as outlined in the lease agreement. Photos were taken and condition at move out was documented in order to assess charges due. We spoke to Ms. ******* and made an adjustment as a courtesy but the remaining balance is for valid charges and is due to Colonial Village at ***********

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21684648
  
  I am rejecting this response because:

  *************************** did not follow up with me as stated. ********* was emailed and I asked for my initial move in inspections report and was not received. MAAC did not followed your standard guidelines for cleaning and damage charges as outlined in the lease agreement. Lease agreement clearly states in section 8 1.3 normal wear and tear . The countertop has provision because it wasnt cuts or ***** . Im being charged $560 for vinyl flooring for the entire kitchen area and not a patch for the laundry area?  Cleaning and damage cost doesnt reflect my billing. Staining for carpet is price at $40 per stain and $60 per square footage for patch. The countertop is price at $22 per Formica square footage for replacement . What is the price for resurfacing? Please advise.
  Sincerely,
  
  ****** Holiday

  Business Response

  Date: 05/14/2024

  As of today, May 14th, I emailed Ms. ******* and  provided pictures of the countertops and vinyl flooring at the time of her move in as well as pictures showing both at the time of her move out. I also made her aware of an adjustment that was made to her account balance and provided her with an updated balanced due.

   

• Initial Complaint

  Date:05/08/2024

  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.

  Currently, I reside at MAA Eastside Apartments in **********, ***** 5am CST on Monday, May 6, I walked in the kitchen to water pouring from the air vent. I immediately notified the after hours maintenance of the leak. I called them several times over the course of four hours. No one from maintenance or the MAA office team contacted me. I finally had to go downstairs, as soon as the office opened, to get someone to come to my apartment. It was discovered that the apartment above me had a leak with their ice machine and it flooded their floors and caused a leak in my ceiling. The damage is horrible. The ceiling has had to be gutted. Four fans in the kitchen. Carpet had to be removed. Dust blowing everywhere. My daughter and I do not have any relatives in the area. I have not been told when everything will be resolved. There has been no talk of compensating me. Rent is 2300 USD a month.

  Business Response

  Date: 05/16/2024

  The resident called the office before the staff arrived to the property on the morning of May 6, 2024 to report the maintenance issue in her apartment.  Once the office opened as was aware of her issue the Service Manager and Service Tech went to her apartment and the apartment above to determine the source of the leak.  The source of the water was from the refrigerator in the apartment above.  *********** Manager called out the contractor to begin the water extraction from both apartments.  They followed the protocol for these types of issues by making cuts in the sheetrock and setting up drying equipment in the apartments.  They checked the progress each day.  The next step has been followed with the contractors performing the sheetrock repairs.  This process will be completed today.(5/16)  The next step will be for the carpet company to return to re-install the pad and clean the carpet.  We will then have a housekeeping company to come and clean the impacted areas.  This has been communicated to the resident through phone calls and email.  She also has been made aware that she can contact her renters insurance company to see if they are willing to make compensation for the incident.

• Initial Complaint

  Date:04/28/2024

  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.

  January 1 I requested carpet cleaning per my free once a year service and they never showed up after asking the office multiple times.-I have asked for them to properly pressure wash my front and back porch. They did do it but you see all the dirt. It looks like a child did the service.-they had the outside of my apartment painted there is overspray in very poor workmanship everywhere. I brought this to their attention and they have done nothing.-My roof has a leak where there is a water stain in it. I asked them to please fix the problem. Their solution was to use a spray can, and you can still see the stain.-I requested a carpet company come back out here and re-stretch the carpet because the carpet over the years has gotten loose and wavy. Do not send anyone out here to fix it.-My roof in my washing room area is falling apart. The paint is falling on top of my appliances. Nothing has been done -There is cracks and damage on my roof that I can see from inside my apartment. They are not doing anything to address that.-The carpet on my staircase is peeling off because the glue is failing. They are not fixing that.-My front porch and back porch patio lights are discolored and filthy. I requested them to clean them or replace them. They have not.

  Business Response

  Date: 05/09/2024

  I, *************************, property manager went to ********* apartment to see what needed to be completed.  We have a running list and have already completed some of the items and will wrap up the list on Tuesday, May 14th.  ******* is aware of our schedule.

• Initial Complaint

  Date:04/23/2024

  Type:Billing 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.

  This is my reply to MAA ****** Commons after receiving a bill for $1434 in charges after they kept the $1200 deposit originally paid. I have photo proof of my accusations. I have been charged fake charges and cannot get a response from management. I have proof that they are utilizing the same stove AND that they, once again, only painted over the mold without doing anything to actually resolve the issue. I am being charged $100 for a mattress they found in the compactor on 4/9 even though I vacated on 3/15. I'm even being charged to replace a keycode for an electronic lock!What reimbursement will we be given for living with black mold and reporting it on more than one occasion? There is and was not an issue with the stove so Id like proof of anything other than the fact that it needed to be cleaned. Which we were charged a cleaning fee for. We have video proof of exactly how the apartment was left and the black mold running directly through the air conditioning ducts. In turn that has caused me to have a deficiency of my olfactory senses. I cant smell anything!!! Also, the fact that this was reported and only painted over on multiple occasions is disgusting and shows a lack of basic integrity of how ****** Commons has and is being ran. Had I known the severity of the problem, I would have acted differently and with more urgency. I vacated the apartment in March so Ill need video proof that I put a mattress anywhere other than a moving truck. We could have discussed this in person had you accepted my proposal of changing the walk through date by 2 days which caused too much of an inconvenience for you to accommodate. Of course, that is also in writing.

  Business Response

  Date: 04/26/2024

  *******,
  
  Thank you for your move out concerns. 
  
  Looking over your charges, $788.52 was due to nonpayment of rent in April of 2024. Your move out date per your lease as well as the notice to vacate signed by you electronically on 2/5/24 states that you are responsible for the rent and utilities through 4/9/24. Please see signed document attached. You are always welcome to move out ahead of time however you still owe the rent and utilities through the end of your signed legal document.
  
  As far as the move out charges, please see attached for photos of your carpet as well as invoices for the install. There was duct tape,pet urine and torn places through out the apartment. The carpet is 2 years old-see attached invoice for proof of installation on 2/25/2022, therefore your charge of 80% of the value is correct at $733.63.
  
  Your account was charged for a doorknob sized hole for $40 as well as an additional charge for an additional coat of paint ($150) due to the extra paint needed to cover the *** walls. Photos attached.
  
  The mailbox keys and apartment/storage keys were not turned in at move out.
  
  Regarding the stove, I am attaching photos. The stove was left in bad condition but we did bring a cleaner out and paid extra for an additional cleaning. We ordered a new stove, however after the 2nd clean, we were able to save the stove. We have credited the account for $720.
  
  When the assistant manager and the service manager walked the apartment for the move out assessment, a man that identified himself as your boyfriend was still in the home to do a walkthrough. ***** asked him to leave. He said he was there for the inspection and had the mattress in the home. When he left, he threw the mattress in the compactor. This was witnessed on camera as well as by two other staff members in the office.  We also received a complaint from a current resident on 4/17/24 at 12:21 AM that the former ************************* was seen entering and exiting the vacant home. After reviewing the smartrent log, we found the apartment was offline (the smart hub was disconnected due to the power being shut off).  I am attaching a photo from the mattress being thrown away.
  
  I pulled your work orders and show a leak work order on 9/20/23. Closing notes show we repaired the leak above and a ceiling repair was done by a vendor. I have attached the invoice.
  
  Thank you,

  Customer Answer

  Date: 04/29/2024

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

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

  1251 ***** Cir

  *************, SC 29169

  
  

• Initial Complaint

  Date:04/18/2024

  Type:Billing 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.

  Been having A/C problems with my apartment and Ive let management know about the problem and maintenance to try and fix it but havent done anything to help me in my situation. This has costed me a lot of money over these last 2 CPS bills which are above $500 which shouldnt be this much

  Business Response

  Date: 04/22/2024

  Property manager spoke to the resident and apologized to her. Resident provided utility bills to office team and they got missed.  Resident is happy that we are aware of the issue and are on it.  Service manager went to apartment to assess and replaced the ** unit. Property manager will be circling back with resident to confirm it is now working properly and to discuss compensation for electricity bills.  

  Customer Answer

  Date: 04/22/2024

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

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

  , ** 78220

  
  

• Initial Complaint

  Date:04/17/2024

  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.

  It has been two months now since I have moved out of the property. I have yet to receive my deposit refund. They have stated it has been sent. But mail does not take two months to arrive. It is WAY past Florida legal limit to receive a deposit refund. I have asked twice now to send it certified mail with a tracking number, and they have not done so.

  Business Response

  Date: 04/24/2024

  Hello, 

  The original check was sent out in a timely manner. Unfortunately, that check was lost in the mail. 

  The accounting department was informed and once a stopped check was approved another check was sent via ***** to the past tenant and it has been confirmed the past tenant has received the check. 

• Initial Complaint

  Date:04/15/2024

  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 in on ***, April 10, 2024, and the apartment was in horrible condition. I have called several times and no one has returned my phone call.The second bathroom sink was dirty and there are black sewer flys in that bathroom.Also, there was no lock on the outside storage unit, it was placed on the door a couple of days after moving in.The tub in the master was dirty and the drain was sitting on the side of the tub.Crack in the sink, Faucet was broken when I moved in the water poured on the floor when I turned it on. If maintenance did a check on the apartment how was all of these things wrong when I moved in?seal needed to be changed on the refrigerator, the kitchen sink has no stopper that will fit and the black thing inside is rotted, the toilet fixtures have rust on them in both bathrooms,black sewer flys in the second bathroom, killed a c*** ***** that came through the crack on the floor in the bathroom If maintenance did a check on the apartment how was all of these things wrong when I moved in?The sum of the matter is no checklist had to be completed, which would have outlined all of these problems. This apartment is horrible and despite my complaints to upper management, no one returned my call. (*******************)

  Business Response

  Date: 04/16/2024

  Greetings, 

  We apologize that you are dissatisfied with your apartment. The move in inspection we completed and provided to you did not show issues with any of the items you mentioned. We have sent our service team to your apartment multiple times to address your concerns. They are often not granted access to the apartment or do not have enough space to complete their work. Please understand our maintenance team can not always arrive at specific times since we often have emergencies that pop up throughout the day. Our Property Manager has contacted you multiple times since you moved in to discuss resolutions to your issues. The entire MAA Brookwood team will continue working to resolve your maintenance service requests as they arise. 

  Customer Answer

  Date: 04/16/2024

  No one has addressed my issues.  If there was a inspection done before I moved in, there would be nothing in the way.  This is a big inconvenience and all property management due is go over the work orders and no one comes back to fix it.  I have been sitting here since 1200 and now it is 430.  No one has showed up.  No resolution has been offered by the local property manager.  Regional has not called me either.  

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21576487
  
  I am rejecting this response because: the local property manager is not fixing the issues and not offered resolution.  I am in my apartment all day and moving heavy boxes despite my medical condition.  This place is horrible and instead of fixing things the blame is being put on me.  One should consider, if the apartment was in order there would not be 26 work orders.  MAA needs to be inspected and *************** needs to be visible to the public instead of the property manager telling you that he does not have the number to contact regional management.  We both know that is not true.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/26/2024

  We have received a detailed listing of all maintenance requests for this home and as of 4/26/24, all items are confirmed to have been resolved. If there are further concerns, please reach out to the onsite manager *********************** for assistance. 

  Thank you, 

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

  MAA - Regional Vice President

   

   

  Customer Answer

  Date: 04/26/2024

  I was told by the assistant property manager that I was to receive *** rent free and now she is stating that she didnt tell me that! She did my lease and she said that my lease qualified for the free month.

• Initial Complaint

  Date:04/12/2024

  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.

  Paper Thin Walls and Failure to Address Issues by Management Let me start by saying the only positive thing about living here is the maintenance. **** is great. Aside from that, I have lived here since November and like many of the other reviews, it gets progressively worse almost immediately after you move in. I absolutely loved it at first and then I began hearing what sounded like heavy vibrations about a month or so in. A few months later, I finally realized that it was my downstairs neighbor blasting their TV stereo to the point it is shaking the foundation and my oven. I haven't sleep properly for about the past 2 weeks straight because of it. When I brought the issue up to the leasing office, I genuinely thought they were going to do something about it. They sent out an email reminding everyone of the "quiet hours". After I followed up with ****** and ******, I was told that they couldn't "substantiate" the tenant (who is not on the lease) was making the noise. The time stamp on the video is 12:36 AM on a Tuesday. The only solutions I was offered was to either move down the hallway to another unit (next to yet another neighbor that is playing loud music during the week) that was smaller, the cabinets in disrepair, and the floor was outdated (unlike my unit). They said it would be the SAME PRICE as the unit I'm in now. As if they were doing me a favor. I asked if they could at least fix the cabinets to make it comparable to the unit i've been in that ive taken care of and kept in great condition for the past 4 months for them. The response I got was if you don't want the other unit, then "you can still move out in 45 days with no penalty". Rather than addressing the issues with the tenants making the noise past the "quiet hours", as per our lease and Florida Law, as well as the Orlando **** ordinance, their "solution" was move me to a smaller, lesser quality unit and pay the same price as what I'm paying now for the newer unit. They have gone radio silent.

  Business Response

  Date: 04/23/2024

  We have received several complaints from ********************** regarding unreasonable noise from a neighboring apartment.  It is our position that the complaints were addressed consistent with our obligations under the lease agreement and applicable law.  On each occasion, the complaints were investigated and could not be substantiated.  We have not been presented with police reports, local noise ordinance violations, or any other evidence that would support our taking action against any other residents for unreasonable noise.
  
  We do not intend to be dismissive of these concerns and have had multiple discussion with the alleged offending apartment about the noise complaints.  Additionally, as an alternative, we offered to transfer ********************** to another apartment home. He identified some areas of concern in the proposed apartment which we have been working to address. We have remained in contact with him regarding the status of these repairs.   
  
  Unfortunately, we are unable to take any further action based on the information that has been provided to us to date.  We will continue to remain in touch with the resident about future concerns and the proposed transfer.