Complaints

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

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  American Campus Communities

  12700 Hill Country Blvd Ste T-200 Austin, TX 78738-6307

• 

  American Campus Communities

  4151 Wellborn Rd Bryan, TX 77801-3882

• 

  American Campus Communities

  1001 Uta Blvd Arlington, TX 76013-6937

• 

  American Campus Communities - Casas del Rio

  420 Redondo E Albuquerque, NM 87106-2722

• 

  American Campus Communities

  700 E University Dr Tempe, AZ 85281-5253

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:08/02/2023

  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.

  Dear BBB - I am heareby listing a complaint against American Campus ******* Square (*************************************************************************. This organization provides housing for my daughter *********************** for *****************. They are very quick to charge students with fees Late Fees for paying rent 1 day late or if they deem the visit the apartment and they deem it dirty.However, they have failed to do the following:-Repair a handle for the refrigerator it has been broken for months with no revisions -Several calls for tickets for services that go unsewered. The last straw was the **** system broke during the heat wave in late July. After several tickets and calls the tenants were provided with cooling units that need ice to work. However, because it was so hot the ice would melt quicker and the fans did not provide relief. After that, we continued to call to say there was not relief and it wasnt until we demanded this is becoming a health issue that they provided portable window units. Please note it is Aug 2nd and the still do not have AC. For this reason and many other complaints that have been going unnoticed, I am reporting them to the better business bureau. They collect $1,200 per tenant which is $4,800 per month per apartment. This is above the going rate of any apartment in the ************ city. They consistently charge cleaning, late fees but we are expected to not react when a problem of this magnitude arises. They have not offered the tenants additional water or ice. There has been several complaints and we were made aware that some tentants were offered a hotel room as a reprieve from the heat yet my daughters apartment was not. Additionally, roommates in the apartment were getting sick with heat stroke from the heat.I feel like this failure to react quickly and the precarious position American Campus put my daughter and other peoples lives in danger we should be compensated with 1months credit for rent.

  Business Response

  Date: 08/11/2023

  Dear ********,
  
  I hope this message finds you well. Thank you for reaching out to us regarding your concerns with American Campus Chestnut Square. We take customer feedback seriously and aim to address all issues promptly and effectively.
  
  Firstly, I want to express our sincere apologies for the inconvenience and frustration caused the **** outage and the delay in repairs. 
  
  Regarding the maintenance issues, such as the broken refrigerator handle  we assure you that we are working diligently to address any and all maintenance requests promptly. I confirmed there were work orders placed by your daughters roommates in may and our team completed the repair. The next work order which was submitted last week by another one of your daughters roommates has also been completed and I confirmed with our maintenance manager that it has been repaired. Please have your daughter reach out to the leasing office if the handle is still giving her issues.
  
  Regarding the **** system outage we understand the severity of the situation and the discomfort it must have caused. We apologize for the inconvenience and the delay in a repair  solutions. While repairs where happening we did provide air coolers to residents while we waited for window AC Units. The aircoolers are large enough to cool apartments when used properly. While adding ice to the system can help in cooling we recommended using the ice packs we provided to residents.  Rest assured, steps have been taken to prevent such issues from recurring in the future.
  
  As for the offsite accommodations they  were  only provided to residents who were not able to get a portable air cooler or a window AC unit until that order came in. I confirmed with our maintenance team that they installed units in your daughters unit.
  
  Regarding your request for compensation in the form of one month's rent credit, we understand your concerns. While we are unable to provide a full month's credit, we are willing to discuss a fair resolution. We value your daughter as a tenant and want to find a solution that addresses her discomfort and inconvenience.
  
  I would also like to confirm as of of the morning of 8/1 your daughters **** has been repaired and updates where sent out to residents. 
  
  To resolve this matter promptly, we kindly request that you reach out to our management team directly at ******************************* or give us a call at ************. Our team is ready to work with you to find an appropriate resolution and ensure a better experience moving forward.
  
  Again, we apologize for any distress caused and appreciate your feedback. We are committed to improving our services and taking necessary actions to avoid similar situations in the future.
  
  Sincerely,

  **********
  GENERAL MANAGER

• Initial Complaint

  Date:08/02/2023

  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.

  The problems with this company and the way they operate the student housing for ******** **************** has been a nightmare. Housing is scarce and they now. Unsafe environment, months in the summer with no air conditioning and maintenance people who rude inept and incompetent. Our lease just end and they are refusing to reverse a rent payment taken after the lease expired. I am requesting a immediate refund. of the $810 from this company for August rent accepted illegally. The person in charge ***************************** is rude dismissive and at on point brought others into the office to mock me on speaker. I expect refund to completed and sent to me within the next 3 days ample time to complete.

  Business Response

  Date: 08/02/2023

  ******************** auto draft was not canceled prior to the lease ending as instructed. Thus, a payment was deducted from his account. As **************** was speaking with the Area Bookkeeper, the Area Bookkeeper processed the refund immediately through our third party company and reiterated this to ****************. The refund timeline is typically processed within 1-7 business days and is not an immediate refund to the account. This process was explained during his phone call with the Area Bookkeeper. The General Manager and Regional Manager have attempted to contact **************** and left messages with no returned phone call. The refund has been processed and this matter is closed.

• Initial Complaint

  Date:08/01/2023

  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.

  The Park Point Apartment Building, operated by American Campus Communities should be ashamed of itself. First, it seems unconscionable that they get over $1200 (plus utilities) per bedroom in a 4-bed suite in ********, ** - that is more than most cities. But, this is a capitalist society and there is more demand than supply, so we agreed to a **** month lease (which charges the tenant for the full 12 months) because the college student needed a place to live. Next, over the tenancy, water was shut off without notice more than 6 times. Residents could not bathe or freshen up for classes or work and management was apathetic and non-responsive. With 3 weeks left of the semester, the washer-dryer broke and could not be repaired. Management's response was to remove the w/d but not replace it. There were 2.5 months left on the lease at this point. Then come the post-move-out "cleaning" charges. While it is only an aggregate of about $70 (per roommate, by the way), American Campus managers should be ashamed of themselves. In this instance, the students cleaned the apartment and took a video for proof. The landlord is charging for things like dust or dried water on the surface of a desk. $7 for this $12.50 for that. It is a downright scam - why? Because they can. They will otherwise throw the unpaid added cleaning charge fees into collections and ruin the student's and guarantor's credit. I am seeking removal of these cleaning fees from our statement but have been unsuccessful so far. As a landlord myself, I would be thrilled if my tenants left me an apartment in the condition this one was left in. All other charges - rent and utilities - have been paid in full by us, despite failure to provide water at all times (and shut offs without notice), failure to provide A/C during hot days, and failure to provide a working washer/dryer at all times. I am not disillusioned that this review will hamper people from renting - but future tenants should be aware of ACC's practices.

  Business Response

  Date: 08/02/2023

  Hello,we are happy to address your concerns. Regarding the question of the rental installments, the total base rent amount for the residents lease was $15,468,for the dates of August 26th, 2022 to August 7th, 2023.The total base rent amount was broken down into twelve equal installments with the schedule of $1,289 due on the 1st of the month from August 1, 2022 to July 1, 2023. The lease contract price, lease dates, and installment schedule are stated on page one of the lease agreement, which was initialed and signed by the resident.
  
  This past winter the building did experience a series of leaks that resulted in repairs needed. Some of the repairs required the water to be shut off to the entire building for the repairs to take place. We provided notice to the residents as soon as we were able to when the water to the units had to be shut off for the emergency repair.  
  
  Additionally,while weather fluctuates vastly in ******** at the beginning of the warmer season, management monitors the weather as closely as possible to turn the heat off and air conditioning on for the building at the best time as possible. Park Point has a chiller tower cooling system, that requires a certified vendor to complete the switchover from heating to cooling at the change of the seasons. We do not have the ability to easily switch the **** system back and forth between heating and cooling as the weather fluctuates during the season changes.
  
  When the work order was placed for the washer and dryer, maintenance looked at the unit and determined it needed to be replaced in full. A new unit was promptly ordered and was installed on May 22nd immediately after the new washer and dryer was received, within 10 business days of the work order being placed.  
  
  Our property has a standard move out damage and cleaning inspection process that we follow upon move out to stay fair and consistent with expectations. In addition to the clause in the lease pertinent to move-out condition, a move out guide was sent at the beginning of May detailing the expectation prior to inspecting the unit. Upon further review, we will be waiving the cleaning charges associated with the bathroom vanity, however, the other charges still stand, as it does not appear the refrigerator, oven or toilet were wiped down before the residents moved out per the photos attached. 

  Customer Answer

  Date: 08/23/2023

  Complaint: 20405572
  
  I am rejecting this response because:

  
  I am attaching 2 videos to this email to show the condition the apartment was left on or about May 18, 2023. 
  The condition of the apartment does not warrant any cleaning fees. 
  Lets put this in to context: In general this is student off-campus housing. Each apartment is expected to be cleaned prior to new tenants. The Landlord is not expected to disposed of prior tenants items. The standard is broom clean for move out which this apartment was left in. 
  
  Regards,
  

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

  Business Response

  Date: 09/01/2023

  Thank you for the response. Per our damage and cleaning chart sent in May, we also expect our residents to wipe down their furniture and appliances prior to move out. We will proceed with reducing the cleaning charges in half, bringing the final balance on the account to $33.75.

• Initial Complaint

  Date:07/17/2023

  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.

  MY DAUGHTER ************************* WAS RENTING A ROOM AT THIS LOCATION. HER LEASE WAS NOT DUE TO END UNTIL NEXT MONTH AUGUST. ****** LEFT THE RESIDENCE IN MARCH, PAYING THE REMAINING RENT BALANCE, HOWEVER WE WERE CONTACTED BY THE GENERAL MANAGER ***** STATING THAT THOUGH ****** HAD PAID HER BALANCE, SHE STILL WAS RESPONSIBLE FOR UTILITIES EVEN THOUGH SHE WAS NO LONGER LIVING ON THE PROPERTY. WHEN ****** VACATED THE RESIDENCE NO ONE TOLD HER THAT SHE WOULD STILL BE PAYING UTILITIES ON A ROOM SHE NO LONGER RESIDES. I FEEL THIS IS AN UNFAIR PRACTICE. THE **** WAS $207.00, WITH A PENDING **** IN AUGUST

  Business Response

  Date: 07/25/2023

  ************************* entered into a lease agreement that does not end until August, 7th, 2023. I have attached the agreement, signed by all parties, for reference. Section 5 of this lease agreement covers utilities and states - You must pay for related deposits, and any charges, fees, or services on applicable utilities. While we do understand ************************* has chosen to vacate the apartment, she is still responsible for all ***** Utilities, Additional Fees, Charges and Applicable Sales Tax, as is outlined in the agreement. Please let us know if there are any additional concerns.
  
  *****************************
  General Manager

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Apparently BBB sees nothing wrong with this was handled.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/06/2023

  Type:Product 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.

  On the night June 17, 2023 we checked in to the Campus1 ********. As soon as we walked in I noticed a lack of safety for guests and we received poor costumer service. Once in our room we requested sheets and blankets for a third bed and we were denied at first. The towels were stained and the room was dirty. We (my two 15 yo nieces and I proceeded to call the booking agency to find a replacement and they offered to cancel the reservation. Once we notified the front desk they informed us that they were going to charge us the first night as cancellation fee, which I agreed to since I did not want to risk staying at the place for its insecure and filthy conditions. The refund has not been processed and as I contacted the business for an date of refund they informed me they will only be refunding me CAD $318.69 instead of the $978 that I am entitled.

  Business Response

  Date: 07/19/2023

  To reply to a complaint

  Business Response

  Date: 07/19/2023

  Dear ************, 
  
  I hope this email finds you well. I am writing to address the concerns you raised regarding your recent stay at our property. We take feedback from our guests very seriously and strive to provide the best possible experience for everyone who chooses to stay with us.
  However, after thoroughly investigating your claims, we have found significant discrepancies between your complaint and the actual situation. Allow me to clarify the matters you have mentioned.
  
  Safety is our utmost priority, and we have stringent protocols in place to ensure the security of all our guests and we meet all safety standards . We have 24-hour security agents on the premises who continuously do security rounds. We have reviewed our records and found no evidence of any safety issues during your stay.
  
  Regarding cleanliness, we pride ourselves on maintaining high cleanliness standards throughout the property. Our housekeeping team is dedicated to providing a spotless environment for our guests, and we conduct thorough cleaning procedures regularly. We have confirmed with our staff that the room you occupied was thoroughly cleaned and checked before your arrival - as we do for all of the guests prior to arrival. However, we sincerely apologize if you felt otherwise and will ensure that your feedback is shared with the team for further improvements.
  
  Furthermore, we strive to provide exceptional customer service to all our guests. Our staff members undergo extensive training to ensure they deliver attentive and professional assistance. We have investigated your complaint regarding poor customer service but could not find any evidence to support your claim. The extra linen that you requested was brought up to you within 20 minutes of your checking in. Nonetheless, we understand the importance of excellent service and will use your feedback to continue enhancing our guest experience.
  
  In response to your request for a full refund, please note that we have already provided a refund of $318.69 as a gesture of goodwill. This amount covers a substantial portion of your initial payment and represents our commitment to resolving any valid concerns. We believe this refund adequately addresses the issues you have raised.
  
  We genuinely regret any dissatisfaction you experienced during your stay with us. We value your feedback and are committed to ensuring that such incidents do not recur. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to reach out to us.
  
  Once again, thank you for bringing your concerns to our attention. We appreciate your understanding and hope to have the opportunity to welcome you back in the future, should you reconsider staying with us.
  
  
  Kind regards,

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

  Customer Answer

  Date: 07/20/2023

  Complaint: 20281727
  
  I am rejecting this response because: I should be given a full refund of CA $1745.64 as specified in the cancellation email attached and as agreed by your staff the night of the cancellation, since WE DID NOT receive any services or goods nor did I stay at this business. The refund should have been processed automatically and instead it has been a month without a full refund, this delay has incurred credit card fees and interest accrued at no responsibility on my part as I do not owe the amount charged as we did not stay at the place nor did we receive any goods or services. Calling a ridiculous partial refund a courtesy does not cover the fact of your unethical business practices and called stealing unsuspecting potential guests.
  
  Regards,
  
  *********************

  Business Response

  Date: 07/25/2023

  Dear ************, 

  We understand that our failure to meet your expectations has resulted in a less-than-pleasant experience, and for that, we are truly sorry.
  
  In an effort to make amends and as a gesture of goodwill, we will reimburse you for the full cost of your stay with us.
  
  Please expect the reimbursement to be processed within 5 business days to the original payment method used for your reservation. If you have any questions or concerns regarding the reimbursement process, please do not hesitate to contact our guest relations team at ************
  
  Warm regards,

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

   

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to the Better Business Bureau for your help in resolving this issue.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/26/2023

  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.

  My son was just offered a lease via *** at *********************************** *** apartments for ************** that starts 8/3/23. He already has an overlapping lease from *** at *********** that ends on 9/2/23. Please note that we are currently paying for rent at an apartment he is not living in because *** leases are all 12 months long instead of being based on the school year.NOW, my family is facing the prospect of paying for two apartments he is not living in because he is not at school during the summer. Does the student housing shortage for students at *** justify this action?We called the ****** leasing office today to explain my family's situation of struggling to make lease payments work financially already and to ask if it was possible to push my Puerta Del Sol lease start date to September in order to make the leases not overlap. We were turned away with little information and no contact with anyone except the receptionist only being told "we can't make it happen you'll have to sublet if you need to."This seems unreasonable to us. We are already paying 3 months of the lease at *********** while not living there over the summer, and now we need to pay an exuberant amount of money for another apartment he won't even begin to live in for 2 months after the start date. According to online reviews, students at the *** *********** apartments at the ********************* were able to change the start and end dates of their lease. Clearly, it is possible, but whether due to laziness or complacency this was obviously not even attempted at ********** location for my son. We were dismissed by a phone receptionist.As a current and possibly future resident, we am asking this issue to be escalated. To us, this situation turns a blind eye to circumstances that seem ethically questionable.Please let us know what you can do to assist us before we escalate to other channels available to us as well.Thank you, sincerely, for trying to understand our situation. We are asking for an accommodation on this matter.

  Business Response

  Date: 07/05/2023

  Our records indicate a revised lease was recently signed that meets your request for non-overlapping leases.  We believe this meets your desired outcome per your BBB submission.  For more background information, housing policies and protocol differ between what is done at our properties at ********* versus our property at ***********. We also cant speak to the details you reviewed online as we do not know the circumstances the staff at *********** were able to be flexible with the lease terms for the student.  In very specific circumstances,such as a mid-year move-in, were able to provide a flexible lease start date.  However, we are unable to be flexible with our lease start dates before the start of the lease term and especially before the start of the academic year.  Our properties are ********* are specific to the policies and initiatives set forth by the University.  At our properties at *********, housing is at a premium which means we are only able to make offers based on availability. We also do not limit our lease offers to terms dates that are non-overlapping in the event the student wishes to still take the offer because, in many cases, students are still willing (or even request) to be given that option. In either case, our offers are based on availability of floor plan, lease term type, etc.  Im glad to see that a student decided to reject their lease offer which opened up availability for our team to accommodate your request.  At this point in the leasing season, we are completely offered out of our spaces so any future availability at this point is purely based on lease terminations or university withdrawals.

• Initial Complaint

  Date:06/21/2023

  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.

  The north building dorm rooms at CSI are infested with roaches rats waterbugs ants lady bugs, i am curruntly living with bugs living next to my food and in my walls and my life is not functional anymore, i filed a form to get this issue fixed, they replied that the room was sprayed but i came back to a kitchen full of roaches in the cabinets and behind the fridge. Staff acknowledged the issue and know about it from the many reviews of the dorm on ******* yet they refuse to do anything about it fix it or even attempt to help students as they are almost always unhelpful and rude. They don't put any traps for the rats and bugs whi h is the bare minimum even. I asked for a room change since it was summer housing with plenty of open rooms and i was met with rejection and belittling of my problem

  Business Response

  Date: 06/26/2023

  I am writing in response to complaint #********. ***** submitted a service request for her unit in the north building in October 2022.  The work order was addressed within 48 hours, as our maintenance staff went to her unit and left glue traps.  ***** did not submit a service request for her unit for the remainder of the academic year which ended in May 2023.  ***** transferred to her summer housing unit in the south building in June 2023.  Upon move-in, ***** observed the presence of a ***** in a kitchen cabinet and placed a service request.  On the same day,our maintenance team went to her unit, placed glue traps and gel bait. Upon receiving the BBB complaint, our management staff attempted to reach ***** to gather additional information about the complaint, but were unsuccessful at that time.  Our staff spoke to Marias roommate, who has been living in the unit as well. ****** roommate indicated that she did not observe the presence of roaches in the room.  At this time, our maintenance team conducted an inspection, then replaced the traps and gel bait. Additionally, we have had our pest control vendor conduct an assessment in Marias room to address any pest control issues that *** be present.  We have also reached out to ***** to inform her of our actions and asked to meet with her to ensure she is satisfied with our plan of action.

• Initial Complaint

  Date:06/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* I signed up for a 2B2B, cuz I originally planned to attend ***. By 03/30 I told them that I formally withdrew from *** for financial reasons. So w/in the same month of my application I already requested to be released from my lease due to these facts: 1. My request was made over 90 days prior to the start date of the least term 2. I had never moved in, nor been assigned to a specific unit (thus no damages were incurred). 3. I did not provide proof of affiliation with USC because I withdrew before ever officially matriculating. 4. Lack of official income documentation upon approval means that the lease was approved without me being properly vetted. I was denied with no reasonable consideration of the circumstances. I was told that there is no policy for me to be released from liability of the unit. They told me the ONLY way for me to be released from responsibility was to complete the relet process. The lease agreement also states: Should you no longer affiliated with USC before the start date of your Lease Term, the Manager has the ability to give written consent to release youand consent may not be unreasonably withheld.Ive advertised the apartment for 4 months on all platforms. *** reached out to the leasing office for help in advertising. they do nothing to promote spaces available like mine for relet. Simultaneously there has been a waitlist since February. My friend called today to ask if there was anyone on the waitlist for a 2B2B bath apartment. *** said there are 4 people on the waitlist, but is no one giving up their 2 bedroom 2 bath apartment. Why was I not notified when the first person joined the wait list for this floor plan? They dont corroborate availability to people inquiring about the waitlist, or to lease holders trying to re-let. Ive been misled and misinformed by *********************. I now request that American Communities Management release me from this lease, so that another student can have the chance to live on campus.

  Business Response

  Date: 06/21/2023

  Thank you for bringing this to our attention. Lease agreements do not include a cancellation policy and do not require income verification or USC affiliation to be enforced. In lieu of a cancellation policy, if leaseholders are interested in releasing their responsibility, they are instructed to complete the Re-Let Process outlined in the lease agreement. The Re-Let Process involves the leaseholder identifying a replacement tenant to take over the remainder of their lease. Once Management receives an application and a signed lease for the replacement tenant, the original leaseholder is no longer responsible for the agreement. 
  
  The waitlist, or applicants who have applied for a sold-out floor plan, is pooled based on the number of bedrooms/bathrooms the application is for (studio/1/2/3/4-bedrooms); this waitlist fluctuates daily and counts change daily. Once the property reaches 100% pre-leased for the upcoming term (timing varies), our Re-Let spaces are offered by Management to any applicants on the waitlist that are interested.
  
  The property has reached 100% pre-leased for the upcoming term as of 6/20/23 and Management will begin to offer waitlisted applicants Re-Let spaces on a first come, first serve basis. Leaseholders requesting to Re-Let their space will be notified when there is a lease out for signature for their space and again when the space is signed for and the Re-Let is successfully completed. If leaseholders with Re-Let requests do not receive an update prior to the scheduled start date of the lease agreement, the leaseholder will still be responsible for the contract.

  We are happy to waive the $250 fee associated with the re-let process. Management is available to discuss additional questions or concerns. 

• Initial Complaint

  Date:06/13/2023

  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.

  Moved out in August of 2021. I had an ongoing roommate dispute that got violent for the last few months, making life very difficult living there. I moved out almost entirely for the last few months due to this. I shared a bathroom with one of the roommates, which was trashed along with the rest of the apartment according to the complex. The funny part is, Im the person who cleaned everything up so we all didnt get charged, despite the actions of my vile roommates. I even still have photos! Not only did they try to bill solely me for all of the damages, but they also tried to hit me with a $250+ utility bill upon move out. Now in what world is a 3 bedroom apartment utility bill $750 for 1 month? 3 people lived there so the math doesnt work out at all, especially when we had to pay a utility bill with our rent every month. When asked for a itemized statement of all alleged debt, they refused. Said damages included the tub, which was already scratched up upon move-in, as well as wall damage, and a bunch of other minuscule issues that were pre-existing in the apartment. They would know these existed if they didnt hire a bunch of students to turn their hundreds of apartments around in 19 days every year. I was even offered to settle the debt for a lesser amount, but they still failed to provide statements proving I owed the money. I never refused to pay, yet they went ahead and sent the bill to collections. Now the 2 collections agencies that have purchased this debt, both refuse to provide me a verification of debt letter. So if no one can prove I owe the debt, why am I only stuck dealing with this nonsense? This has been removed from my credit report twice and is now back again as a different agency who also refuse to verify the debt, only wanting to settle it. If they cannot prove this after almost 2 years, they need to take it off of my credit.

  Business Response

  Date: 06/23/2023

  After reviewing *********************************** account, and the details provided by him, ****** ********** management will proceed with adjusting his account with *****************. The adjustments include removing and reducing the utility charges associated with *********** account, which reflected the last two months of his 2021 lease, to $100 in total. ***************** believes that the $100 utility charge accurately reflects *********** total utility usage, for both water and electricity, in his final two months of his lease, which were **** and July 2021. Management will not be removing or reducing any charges associated with *********** unit after moving out and turning in keys. The move out charges associated with *********** account reflect the status of the unit, concerning the cleanliness in the bathroom ($50), which required a heavy clean, and necessary repairs needed for drywall damage in the unit ($10) post vacating of said unit. Additionally, upon reviewing *********** account, management discovered that part of his outstanding balance with the property from 2021 was partially associated with outstanding rent ($165.75). As a courtesy, ***************** as decided to waive this outstanding rent charge, leaving the final total balance to be the combination of outstanding utilities for the months of **** and July 2021 ($100) and move out charges ($60), at $160. Current ***************** believes the $160 balance accurately and fairly reflects what is due to the property after ********* vacated his unit and turned in keys.  

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The $165.** for outstanding rent is false information though. I paid my rent through the end of my lease 100% and this is the first time hearing otherwise. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:06/06/2023

  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 moved out of this apartment complex last year for my dafter university village in ****** is owned by acc. A roomates boyfriend pulled a gun out on me and threatened me. Broke my bedroom door down stole my property and when evicted they would still roam the complex and I was afraid for my life. I truly beloved by life was in danger due their actions. I informed the manager about this multiple times but nothing was done. So I moved out. Now acc is charging me for months that I was not in the complex even though I was forced to move because they do not do ********* background checks. *** tried multiple times to reach out to them and have not heated back . They have now added these charges to my credit and have been sent to collections

  Business Response

  Date: 06/14/2023

  Hello,
  
  Thank you for your feedback. We are very sorry for the issues you experienced with your former roommate's guests. At the time of the conflict, the Manager partnered with ****** ***************** closely to move you to another apartment until your roommate's eviction process was complete. Management also provided Security Patrol ****** to assist while transferring apartments. Please note,Management does not have control over the eviction timeline or process.Management did everything they could to evict the roommate as quickly as possible, while providing you a place to live away from the unit of concern.Management did not receive indication that you wished to terminate your lease agreement due to the incident. Once the roommate was evicted, June 2021, you were informed you could move back into your original apartment.

  
  A year later, in June 2022, you informed staff you moved out and that you would not be paying the remaining rent.

  
  Staff informed you of the below process, listed in the lease agreement:
  "If you intend to leave the Premises permanently prior to the Ending Date, you must provide the Manager with thirty (30)-days advance written notice of the specific date you will be leaving and you must pay all Rent through the Ending Date by the time that you move out. Telling us about your leaving without delivering to us written notice is not sufficient.Even if you give proper notice you are not released from liability under this Lease Agreement and we can withhold your Security Deposit unless all payments through the Ending Date have been made.
  If you move out before the Ending Date, your Rent for the remainder of the Lease Term is still payable by you to us as you have violated the Lease Agreement. If you have not or do not intend to move in to your Apartment on or after the starting date of your Lease Agreement you are still obligated to all terms and financial obligations under this Lease Agreement. A buy-out clause or cancellation fee is not applicable.
  Your obligations will be terminated under this Lease Agreement once the Replacement Resident has completed all necessary paperwork, all fees are submitted to Manager, and Manager approves and executes the Lease Agreement for the Replacement Resident. Should your request to transfer your rights under this Lease Agreement be approved, you also have to pay us a reletting charge equal to $250.00, which charge will serve to partially defray our costs in making the Premises available for reletting and for reletting the Premises. The reletting charge is not a cancellation fee,buy-out fee or a limitation of damages collectable by us."

  
  Because you did not complete an intent to re-let form or notify the office prior to you vacating, the Manager followed up reminding you to submit the intent to re-let form as soon as possible so Management could assist in resolving your financial responsibility by finding a replacement tenant from potential waitlist applicants. The Manager is not permitted to re-lease your apartment without notice in writing. Without this submitted, the Manager informed you that you were still financially responsible for your Lease Agreement through the remainder of the contract. You informed staff you would submit the re-let request soon.

  
  Management emailed and spoke with you on several occasions both over the phone and in writing to remind you of your obligation, which you denied (6/09/22, 6/23/22,6/30/22, 7/7/22, 7/11/22, 7/26/22, 9/14/22, 10/14/22, 11/15/22). Management offered a discount of the past due balance with notice that the balance remaining unpaid would result in your account sent to a collections agency. Upon ample communication and warning of future collections proceedings with no response or attempt to set up a payment plan or rectify the past-due balance, the account when then sent to collections.

  Customer Answer

  Date: 06/15/2023

  Complaint: 20151343
  
  I am rejecting this response because:
  
  although the roommate did get evicted. I favorite so much trauma from having a gun pulled out on me and after they were evicted, they were still on the property a few doors down, and I inform management about this I left, because I was too afraid to even be on the property after having a gun pulled out on me by your tenant in and then being harassed by them because they were still on the property at their friends house. I was so afraid to be on the property that I left a lot of my belongings there, because I was too afraid to come back.
  Regards,
  
  ***************************

  Business Response

  Date: 06/20/2023

  We understand your concern and were sorry for the trauma you experienced due to your roommate and their guest. That roommate was evicted in June of 2021 - there is no record of you stating or indication that the former roommate was still on property post-eviction. Your Lease Agreement would have ended for that term on July 31, 2021. Although you had already signed a Renewal Lease Agreement to extend your lease to July 21, 2022, we would have been happy to help you through the relet process. Management has record of you residing in the apartment until at least April 13, 2022 based on work orders submitted for your apartment.

  Management was not aware that you had any desire to move from the apartment until you notified the office on June 1,2022. It was at that time staff attempted to contact you by phone and/or email to inform you of the relet process: 6/7/22, 6/28/22, 6/30/22, 7/7/22, 7/11/22,7/14/22.
  

  Per the Lease Agreement:
  If you intend to leave the Premises permanently prior to the Ending Date, you must provide the Manager with thirty (30)-days advance written notice of the specific date you will be leaving and you must pay all Rent through the Ending Date by the time that you move out.Telling us about your leaving without delivering to us written notice is not sufficient.Even if you give proper notice you are not released from liability under this Lease Agreement and we can withhold your Security Deposit unless all payments through the Ending Date have been made.
  If you move out before the Ending Date,your Rent for the remainder of the Lease Term is still payable by you to us as you have violated the Lease Agreement. If you have not or do not intend to move in to your Apartment on or after the starting date of your Lease Agreement you are still obligated to all terms and financial obligations under this Lease Agreement
  
  As a courtesy, we are willing to remove the $250 re-let fee that was placed on your account for the ********* Lease Agreement.
  For an updated balance, please contact ***************** Collections directly at *************.

  Customer Answer

  Date: 06/21/2023

  Complaint: 20151343
  
  I am rejecting this response because:
  
  Regards,
  
  ***************************

  i had called multiple times stating concerns for my safety. Its ridiculous how you treat your tenants. I was not in the apartment I left giving 30 days was not an option and you want me to pay you for choosing my saftey and my life. I chose to leave because it was unsafe for me the eviction was not enough because she moved in down the hall to a friends. I also informed the apartment manager that I was only renewing my lease in case I could no let find anywhere else because they would not offer a month to month agreement until I did  and they said that was fine otherwise Id had to move so I stayed locked in the apartment and only leaving if I had a male ****** not your security but friends of mine until I left