Important information
- Customer Complaint:BBB of the Mid-South only processes consumer complaints that concern properties in our service area.
Complaints
This profile includes complaints for MAA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 268 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/11/2024
Type:Order IssuesStatus: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 properly gave my 60 day notice to move out. I paid $361.50 for 5 days of rent (end of lease was on April 5th & rent due on the 1st). They stated I can pay a fee of $150 to have the apartment cleaned, which I paid to save me time. There were 2 blinds messed up which they charged me $90 to replace and I paid. I was charged $87.13 for water/sewer covering 16FEB24 - 05APR24. My pet deposit of over $400 was non-refundable. Before the carpet was cleaned or the apt cleaned I was sent photos and stated I owe them an additional $482.80 to replace the carpet due the carpet smells like smoke odor. I have witnesses that can state that my apartment never smelled of smoke. I own a professional carpet cleaning machine, but was told I had to have a company to do it so they have a receipt. On top of raising my rent over $200 every year as I always sign 1-year leases. My electric was over $200 a month on top of that. The fee of $482.80 to replace the carpet is totally ridiculous. Properties like this company are s******* good hardworking people out of money they/I don't have. I will be more than happy to go over there and have the carpet cleaned as the only thing wrong is just wear & tear.Business Response
Date: 04/24/2024
***********************Business Response
Date: 04/24/2024
The Final Account Statement has been revised and communicated with ************.Initial Complaint
Date:03/28/2024
Type:Service or Repair IssuesStatus: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.
Management has not upheld their landlord duties stated in the lease, they have gave me incorrect information that was agreed upon and signed off on, they are trying to blame tenant for their lack of.Business Response
Date: 04/04/2024
MAA Brookwood requires 60 days written notice to vacate. Without 60 days written notice, the lease will automatically renew at a month-to-month rate. If a resident fails to provide a proper 60 daysnotice, they are subject to insufficient notice fees. MAA Brookwood reminds residents of their lease expiration date as a courtesy, but it is not required.Customer Answer
Date: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***********************4005 **************************, ** 30294Initial Complaint
Date:03/27/2024
Type:Sales and Advertising IssuesStatus: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.
Toured an apartment at Tattersall on 1/21/2024 and applied same day. **** was the Leasing agent that assisted me with the tour and application process. He only stated a $60 Application Fee will be charged to hold the unit. The move in time frame was around April. When I applied, I was charged an additional $250 Admin fee that was not explained to me. After receiving my approval right after I applied. I called **** to let him know I was charged this fee. **** stated he had no knowledge of that charge would take place. He then stated he would speak to the manager (******) on Monday. During that weekend I noticed all the negative reviews on this property. I decided that this was not the place for me to move to. From complaints of an ongoing issue since last year of fire alarms going off for hours at a time causing residents to sleep in their cars. I decided to cancel my application on Monday. I did speak with a ******* about my cancellation and requested her to advise on my refund. She stated ****** was not in and she will get back to me. After this call, I did not receive any updates. I made plenty of calls throughout the week asking about my refund and no one had answers. I finally spoke with ****, he stated a check was mailed out to an unknown address in error. I provided **** the correct address which was the address on my application. I do not understand how the check was sent to the wrong address when I did receive the move out statement to the correct address showing refund was in process. I attached all of the emails showing the responses I was getting. I received a check around 2/25 and deposited on 2/26/24, 2 days later bank tells me check was no good and had stop payment. This caused bank fees. ********** had no answers and stated they would reach out to Corp. I called almost ***** other day and no answer. I'm tired of having to chase my own money. It's now 3/27/24 still no check. ********** has not returned my calls/emails. This is very unprofessional.Business Response
Date: 04/08/2024
We have successfully resolved the issue you raised in your recent complaint. After thorough investigation and careful consideration of your concerns, we have taken proactive steps to address the situation. We are pleased to confirm that we have provided you with a full refund.
We understand the importance of delivering excellent customer service and maintaining high standards in all aspects of our business operations. Your feedback is invaluable to us, and we appreciate the opportunity to rectify the situation.
Please feel free to reach out to us if you have any further questions or concerns. We are committed to ensuring that your experience with us remains positive, and we look forward to serving you in the future.
Initial Complaint
Date:03/27/2024
Type:Service or Repair IssuesStatus: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 ended on February 28, 2024 and I moved out of ******* where I had rented an apartment from MAA. *********************** from the leasing office reached out to me March 2, 2024 to request my mailing address for a move out statement and deposit, and I provided my new address in *********. ******* told me Id receive a deposit refund of $1,329. 78. I heard nothing else from ******* for a week and I still had not received my deposit check or move out statement. ******* then called me to verify my address and said the move out statement had been returned to the office. We verified that she had the right address for me and she told me to wait a week and then reach out if I still didnt receive the deposit or statement. Fast forward a week, I still did not have my statement or deposit. ******* then tells me I must wait until April 4, 2024 before they will stop the deposit check that supposedly could not be delivered. Since living at my new address in *********, I have received mail and multiple packages with no issues so I know it cannot be a problem with my address. I have never heard of needing to wait 22 days to stop a check as ******* told me in an email. I have emailed ******* multiple times kindly requesting a number to corporate so I can speak with someone there directly but she has only given me incorrect numbers. It has been almost 30 days since my lease ended and I still do not have my deposit check back and am receiving no real help from the leasing office or *******. I emailed Phaedra for help as well and she has never responded. I have been very nice through all of my interactions with *******, but it does not make sense why I am being told they must wait ***************************************************** a number to corporate or someone higher up to help me understand what is happening to my deposit check of $1,329. I am reaching out to the BBB for help in getting my money returned to me.Business Response
Date: 03/28/2024
Greetings,
A ticket was submitted to corporate regarding *******'s inquiry. Her refund check has not been cleared nor returned to sender, once we receive the retuned check, we need to wait 22 working days to process a new check. This information was communicated to ******* VIA email. Please let me know if you need any additinal information.
Thank you,
*************************
Senior Property Manager
Maa MAndarin Lakes I Maa Mandarin North
Customer Answer
Date: 03/28/2024
Complaint: 21495343
I am rejecting this response because it does not make sense why we are waiting 22 days to stop the current check and send a new one. I had a deposit refund from my electric company (JEA) as well and they mailed it to the wrong address, but when I contacted them over the phone they immediately stopped the other check (which had not been cleared nor returned either) and issued a new one to my correct address. I have not received any explanations as to why having me wait 22 days before youll even send a new check as the only option.Business Response
Date: 04/05/2024
Hello,
The refund check was mailed overnight through ***** yesterday 4/4/24 and expected to arrive today. Tracking number was provided to resident.
Initial Complaint
Date:03/22/2024
Type:Service or Repair IssuesStatus: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.
To Whom It May ********* am writing to express my grievance with MAA regarding the unfulfilled promise of *** Fiber internet at my apartment located at *************************************************, essential for my sales management and content creation work. Despite assurances of fiber availabilitya critical decision factorprovided before my lease signing on November 16, 2023, the service has not been delivered.The issue was first identified by a *** technician on my move-in date, who discovered that the buildings fiber infrastructure was compromised. This infrastructure problem, indicative of a pre-existing condition possibly known to MAA, has prevented internet installation. Despite this, my efforts to resolve the situation with MAA have been met with repetitive apologies and unfulfilled promises of repair. Notably:Initial discovery and failed installation attempt on November 16, 2023.Multiple follow-*** with the leasing office led to a promise of seeking repair quotes; however, actual progress was negligible.On December 9, I was informed a contractor had evaluated the issue, yet subsequent updates have been non-existent or vague, often blaming contractor delays.This chain of events and lack of a reliable internet service has severely impacted my work efficiency and personal life.Desired Resolution: I request MAA to either expedite the repair of the fiber infrastructure, providing a clear timeline and regular updates, or to offer relocation to a unit with functional fiber internet. It is imperative that this matter is resolved swiftly to prevent further disruption to my work and well-being.Enclosed are all relevant communications and documentation regarding this matter, evidencing my proactive attempts to seek a resolution and the critical need for action.Sincerely,************************* ************ ******************Business Response
Date: 04/05/2024
MAA Fountainhead does not provide cable or internet and it is up to the resident to find a provider.
When we were told by the resident that *** was unable to set up Fiber in the apartment, in good customer service we started to look for other options for the resident while also contacting the representative from *** to try and figure out the issue (as the previous resident did not notify us of any issue).
Dec 19th Resident called and said *** was unable to help however *** showed back up to the resident apartment to fix the issue, we believed, and we did not hear back from the resident until mid-January letting us know the issue was not fixed.
We did provide the resident a flyer from ******* who offers internet service and emailed regarding ******* on Jan 23rd.
Next communication from the resident was on March 1st letting us know there was still an issue, I responded back on the 4th letting them know we were unaware there was still an issue, and could they let me know if ******* gave them a reason, they could not provide service.
We did not hear back from the resident until March 22nd, simply stating that we have not responded or offered resolution.
March 25th, I responded back however it looks like now our messages have been blocked and will not deliver.Customer Answer
Date: 04/05/2024
Complaint: 21474321
I am rejecting this response because: there were never any mentions or options for another internet provider. Ive never had any conversations with your team about alternate options. Ive not only communicated via text Ive also, along with my girlfriend have visited the office in person as well. We are totally jumping over the fact that every time I communicated the responses before I started getting ignored was about the project to fix the fiber line. So which one is it, were you actually planning to go forward with the project of fixing the line or pushing it off. There was never a mention to me that the project was off. Is it so you dont have to pay the money. . I have never blocked anyone at the company i have only expressed my concerns. To clarify I am rejecting this response because I was told constantly that there would be a project to fix the line. This is a very dishonest business practice, to tell me the provider there is *** fiber(which is why I made decision to move) gave me information for a personal *** representative, your team apologizing to me and saying you hired contractors to fix it, even did an estimate which you texted me, I waited months, and when I finally decide to reply, you respond with look at other providers.Business Response
Date: 04/12/2024
Property Manager spoke with resident on 4/5 when resident phoned the office regarding the comments on the BBB reply.
It was discussed that the resident currently has ******* set up in the home however they want faster speeds. It was also discussed that unfortunately *** made some business decisions regarding coaxial/fiber in the area, and they are unable to provide service in this apartment.
The resident was given the below three options..
1. Continue to stay in the current apartment home with ******* service
2. Transfer to a new apartment home with no fees, that we can test *** in prior to the move or
3. Break the lease agreement with no fees
Property was told resident would speak with co-applicant regarding the transfer and get back to the property.
Property has not heard back from resident.Customer Answer
Date: 04/12/2024
Better Business Bureau:
Hello, I am still weighing my options. When I make a decision I will communicate with property.
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*******************************************************, ** 85282Initial Complaint
Date:03/21/2024
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This community has been maintained beautifully over the years and **** is an amazing leasing agent however, application screening process is extremely faulty and apparently leasing staff isnt aware of the parameters set by MAA too warrant an approval. I have never been evicted, never filed bankruptcy, I pay bills on time, I work a federal government ******* just relocated from a luxury apartment community in *******, ** paying over $2,000 in rent but My application was denied & the only thing staff at the property could tell me was that it was due to credit & I could call the third party screening company they used for more information on my consumer report. I contacted Safe-Rent solutions & was informed that they pulled my Experian credit report & found 2 collection accounts, but I also have 9 other open accounts in good standing. I go to check my credit report via Experian.com and it shows I have no reported collection accounts. I reach back out to Lincoln on the Green via e-mail & get a response from an application processing specialist named ****** I explain that according to my report there arent any collection accounts and I strongly feel this denial should be investigated more. ***** states that he could investigate the collection accounts and rescreen my *************** asked if he could move forward but I didnt get a response back for 2 days. I contact the property via phone where I speak to ***** and explain that I wanted my application to be rescreened. ***** then tells me if collection accounts arent being paid on or closed out, he wont be able to rescreen my application. I dont understand why that wasnt expressed at first via email when he knew he wasnt going to offer any assistance. ***** gave false info and didnt keep his ******** feel that my time and money have been wasted with no regard for customer respect as my email went ignored. I will be sure to steer my family and friends who are seeking apartments AWAY from Lincoln on the Green.Business Response
Date: 03/27/2024
Thank you for sharing your concerns with the application screening process at Lincoln on the Green. I apologize that you feel you were given false information.
I reviewed the communication between you & *****, and it appears he was looking into rescreening your application. However, we can only rescreen if you were able to have corrections made to your credit. For example, if you were able to have a collection account removed from your credit. Since this was not the case, he was unable to process the rescreening. ***** also gave you the option to reapply with a guarantor (co -signer). Is this something you would be interested in doing? We would be happy to assist you if you decide to go this route.Customer Answer
Date: 03/27/2024
Complaint: 21465351
I am rejecting this response because: according to my credit report directly from experian, I have zero reported collection accounts.
Sincerely,
Saint *****Business Response
Date: 04/01/2024
I understand your concern, but your application has been declined. This decision is based on many factors not just whether or not you have any collection accounts. The screening results come from a mathematical analysis of information found in your consumer credit report, application, and previous rental history. The consumer credit report *** include payment history, number and type of accounts, collection activity, outstanding debt, and inquiries. In addition, the rental scoring process *** consider information such as income to rent ratio, previous eviction and subprime credit records. At this point, the only option for rescreening is if you chose to reapply with a guarantor. Please let us know if you would like to move forward with this option.
Initial Complaint
Date:03/16/2024
Type:Service or Repair IssuesStatus: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.
The apt complex is not willing to let me obtain a rental unit explaining excuses as to why I cannot obtain a rental unit I have paid several times to obtain between ************ and *********************** in ***********, **.Business Response
Date: 03/18/2024
We apologize for the delay in processing the application. Our applications are screened by 3rd party vendor, Corelogic. Across the ******************, there was a know issue related to an abnormally high number of applications pending criminal screening results. Corelogic confirmed there was a system issues with an external vendor that compromised the timeliness of the criminal screening process. That problem was resolved last Thursday, March 14, 2024, however, there was a backlog of criminal screenings the vendor needed to complete in order to become current. We requested our pending applicants to be expedited and expected all to be complete by today, Monday, March 18th.
Is it my understanding that this application was approved and ***** is scheduled to move in tomorrow, March 19th.
Thank you
Customer Answer
Date: 03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
*********************, ** 37407Initial Complaint
Date:03/08/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have gone 2 months now with no dishwasher in my apartment simply because the complex won't repair a very minor and inexpensive part. When I call the officed they are rude and hang up on me. I feel trapped in terrible conditions.Business Response
Date: 03/21/2024
Good Afternoon,
**************** Dishwasher has been replaced since the concern was submitted. Please let me know if there are any further questions.
Thank you,
*******************************
Senior Property Manager
Initial Complaint
Date:03/08/2024
Type:Service or Repair IssuesStatus: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.
On March 7, 2024, I went into the office to pay my rent. As usual I bring in blank money orders because the rent changes so frequently that I never know exactly what I owe. When I came in ***** had a customer. Therefore, I had to wait approximately 30 minutes to see her. As I sat in her office. I pulled out the money orders and started to fill them out. She interrupted, no, you dont have to do that, I will fill them out, you just sign them. As she started to fill out one, she stopped and said, have a "meeting". She grabbed the rest of the money orders that I had signed and put them in her desk and said, you owe 47 dollars, when you come back, I will have the copies of the money orders and your rent receipt. I said email me and I will bring you the money. When I came back into the office with the blank money order and proceeded to fill it out, she snatched the money order and she said, "You dont need to do that. I will fill it out", I said, " you dont need me to at least sign it, she said "no, you already signed the other money orders". After I asked her for a copy of the money orders", she stated I already put them up. I stated, "than take them out and give me a copy of the money orders that you filled out, she then got on the phone and yelled "***** wants a copy of the money orders" She then walked around the office yelling. I already scanned them; I can't believe you are coming in here asking me for a copy. Its going to take a while for me to get them, can you wait," I stated "yes:" A few moments later she came from the back and made a copy of the money orders and gave it to me Thats when I notice they were not filled out. I then asked for the money orders so I could fill them out. As I filled them out, she screamed "Everyone else comes in here with their money orders already filled out, why can't you. I filled out the money orders asked for a docket that proved that she did not put the money in the system.Business Response
Date: 03/11/2024
This entire statement is inaccurate. This resident, *********************** came into the office to pay her rent. I was not with anyone and assisted her right away when she walked in, she did not need to wait any length of time.
I determined then that she was short on her rent payment, I told her that we needed the full amount, and this is when she said I'll go get this and bring it back. I told her that we were not able to deposit this until the payment was made in full. When she returned later in the day, she asked me for a receipt which is what we do for anyone who pays in the office with money orders. I gave her the receipt and then she wanted me to make copies of the money orders which I also did, she then asked me why they were not filled out and I told her that she needed to do that, I told her that I would be glad to fill out the address but she needed to sign it. She snatched them from me, and she proceeded to fill out the money orders herself, which is what should have happened from the beginning, money orders need to be filled out by the recipient. I at any given time did not raise my voice or yell as she is saying I did, I am not that type of person and know when to not speak when she comes in as she yells at us for anything.
We have noted in her account the times how she has conducted herself in the office. She is vacating on 4/5th, we have had many altercations with her in the office, it doesn't matter who may be in the office; she yells and raises her voice and puts the community and the employees down and has done so numerous times. She has been very hard to work with her entire time she has leased with us.Customer Answer
Date: 03/11/2024
I do not agree with the statement because she did not want to give me the money orders back and I had to raise my voice in order to get a copy of the money orders that she did not want to return. The fifth money order she simply tried to take, and I made her give it back. I complaint about ***** before I moved in, I called corporate because of the way she spoke to me. If I got nasty with her its because she got nasty with me first. I cannot allow someone to disrespect me, and I not defend myself. I am a very nice person but when someone tries to take my money, or speaks to me in a nasty way, Then I have to defend myself. I asked to break my lease if she did not like me, she did not because she wanted the money.
Now my lease is over, she is saying negative things about me. I would have never stayed if I was not forced to stay because of the lease, I do not want to stay anywhere where I am not wanted. Thats beside the point, she took the money orders, she never filled them out, and she tried to keep them.Customer Answer
Date: 03/11/2024
Complaint: 21403346
I am rejecting this response because: I do not agree with the statement because she did not want to give me the money orders back and I had to raise my voice in order to get a copy of the money orders that she did not want to return. The fifth money order she simply tried to take, and I made her give it back. I complaint about ***** before I moved in, I called corporate because of the way she spoke to me. If I got nasty with her its because she got nasty with me first. I cannot allow someone to disrespect me, and I not defend myself. I am a very nice person but when someone tries to take my money, or speaks to me in a nasty way, Then I have to defend myself. I asked to break my lease if she did not like me, she did not because she wanted the money.
Now my lease is over, she is saying negative things about me. I would have never stayed if I was not forced to stay because of the lease, I do not want to stay anywhere where I am not wanted. Thats beside the point, she took the money orders, she never filled them out, and she tried to keep them.
Sincerely,
***************************Business Response
Date: 03/20/2024
******************************* - Regional Property Manager with MAA: I have reached out to the resident to address her concerns, and will follow-up with her regarding her concerns.Customer Answer
Date: 03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
***************************915 ****************************** 17********, ** 28105Initial Complaint
Date:03/04/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a resident of MAA ****** since 2019 majority of my stay has been quite pleasant, but for the past several months it has been one issue after another. In October 2023 my car was broken into causing me over ****** in repairs. I definitely was not happy about the unexpected expense and actually thought that after the large amount of cars that where broken into at that time, there would be some additional security enforced. At least that was what the email stated that was sent out after this particular incident. To my demise I have not seen any changes at all. Moving right along to November, I go to my storage unit expecting to get my Christmas decorations and find that my whole storage was cleared out. Maintenance had threw all my items in the trash by mistake. I was compensated for those item, however you cannot get back pictures, keepsakes, and other items that could not be replaced with a monetary exchange. Again I was inconvenienced, but not one time did I lose character with the office staff. Let's continue on in to February 2024...this is where my frustration starts. My pipes burst in my second bedroom causing damage to majority of my sons electronics, clothes, shoes and other expensive items that insurance value is no comparison to what you initially paid. I had to move completely out of my apartment for 30 days. I was not able to utilize my apartment at all because of the amount of dust and mildew that was throughout my apartment. Again, I was inconvenienced. Blowers ran consistently in my apartment for at least 3 and half weeks. Vendors where in and out of my apartment, my home was in a ******* and I do not operate in chaos so my son and I stayed in a hotel. Granted renters insurance covered the hotel expense, but they did not cover the amount of money I spent eating out. This was a huge inconvenience transporting clothes and other personal items on a weekly basis. It was a very stressful time for me. I receive my rental statement on Monday February 26, 2024 to find that my utility bill was higher than it has ever been in the five years that I have lived here. I called the office to speak with ******* the office manager to ask if I could be compensated for some of the utilities. I was informed by one of her leasing agents that she was in a meeting and he would relay the message. I gave ******* until February 29th to return my call, no return call. At this point I am getting really ****** off because I due my part as a resident. I consider myself to be a pretty good resident. I cause no issues at all. Even thru all of the issues I have had I have been nothing but patient. Thursday February 29th I call back and leave a very ***** message requesting a callback in reference to this utility bill that I should not be responsible for, considering I was not living in my apartment. ******* calls me back and says, " I will see what I can do, I noticed that your utilities have never been this high and its only going to be a few dollars that I can take off, but I will see what I can do." I said, "ok, I would appreciate it, but I really don't care what it is I just don't want to pay the full amount because I was not living in my apartment." March 1 rolls around no word from *******. I call the office that late morning requesting to speak to her, and was by **** that she was out, and that she would speak with ******* to see what they could do about the compensation and call me back. 4pm rolls around...no call from MAA ******* So I call, and the response that was given was not the response I was wanting to hear. I was told to go ahead and pay my rent and I would receive some sort of credit the next month, No maam, I am not ok with that. I called corporate on Friday requesting to speak to someone of some sort of authority over ******* still have not received a callback. Today is Monday March 4th I call corporate again and was advised that I would get this information from the leasing office. I go into the leasing office and again was told that I woud get the regional info from the customer care center. I have been given nothing but the run around from the customer CARE team to the leasing office, I am not going to let this go. Its the priniciple at this point. I am in management myself and my primary responsibilty is to make sure that I follow thru and take accountability. Every issue I have encountered has been nothing but an incovenience to me. Me taking time out of my schedule to write this email is an inconvenience. To research and find out how to contact the regional is a inconvenience. It should not be this hard to contact upper management. I need a resolution, I will not let this go. I could write another detailed email on how nasty these breezeways look on a daily basis. I live on the 3rd floor and the the 1st floor is only breezways that are kept. This property is slowly going down. So many vacant apartments. You should want to try and retain good paying residents considering the amount of tenants moving out. Again , this is about principle not the amount of money that should have been deducted. Sincerely,***************************Business Response
Date: 03/18/2024
After reviewing the history of electric usage on this resident's home, a credit was applied to her account on March 6th in good faith to offset any spike in usage that *** have resulted from the recent repairs.
MAA is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.