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

• 

  UClub on Woodward

  700 N Woodward Ave Tallahassee, FL 32304

• 

  American Campus Communities

  1001 Uta Blvd Arlington, TX 76013-6937

• 

  The Suites

  305 E McConnell Dr Flagstaff, AZ 86001-6500

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  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.

  I wish to terminate my lease at *********** in ********, ********. The apartment complex is filthy and the hallways constantly smell like trash. The smoke detectors in my apartment have gone off multiple times through the year and one time was not fixed for over a week. I wish to terminate my lease but the manger requests that I personally find someone to fill the lease. This will be hard because who wants to live in a dump. The specific unit I live in was trashed and the stove barely worked and the roommate has a dog which has caused lots of damage to the apartment and the furniture within the apartment and nothing has been done. I have video and photo evidence of the filth within my specific unit.

  Business Response

  Date: 06/05/2023

  Hello ********,
  
  After review, it looks like all of your maintenance requests were completed in a timely manner, and just happened to be in different aspects of your unit (your bedroom, kitchen, another roommates room).
  

  Apr 17, 2022, work order put in for a smoke detector - completed on April 20th, 2022
  Aug 22, 2022, work order put in for a roommates smoke detector - completed on August 24th, 2022
  Feb 23, 2023, work order put in for a kitchen smoke detector - completed on February 24th, 2023
  

  Regarding the cleanliness of your unit, we were not made aware of this concern by you. If so, we would have tried to rectify the issue with your roommates. Our staff did reach out to one of your roommates in January regarding making space in the common area as requested by someone in the unit. Also, we are unaware of any current damage in your unit but would have been happy to inspect it had it been ****** to our attention.
  
  You officially turned in keys to the office on May 10th, 2023, and moved out of your current unit with the initial plan of returning on August 19th, 2023 to move into your renewal 2 bedroom unit. Following that, you decided you no longer wanted to live here in the Fall and turned in a relet form around May 17th. Our staff ended up finding a person to backfill your Fall lease on 5/19/23, which made you no longer responsible for that lease agreement anymore. As per the terms of the lease agreement, we will not be terminating the remainder of your current lease which ends on July 31st, 2023. If you do not want to remain financially responsible for the current lease term you will need to proceed with the relet process and either find someone to take over the remainder or await us potentially finding a replacement for you, as we have already done for your renewal lease.
  
  Thank you,

• Initial Complaint

  Date:06/02/2023

  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.

  My daughter will be attending ********************** in the fall. I received an email saying the deposit for her dorm room need to be sent by May 1st. Ive paid the ****** deposit and havent received a receipt or confirmation of payment but my credit card statement shows the withdrawal. She was supposed to receive an email explaining how to select a roommate and we still havent gotten that either. I have been calling, *** left several voicemails and emails and no one has reached out. I paid the fee in March.

  Business Response

  Date: 06/13/2023

  Office received a mailed in payment for Resident *************************, and applied it for the May 1, 2023 date from the check. The office was made aware of the BBB complaint June 2nd. The office made contact with the parent, sent a copy of the receipt and was able to get them squared away with the room sync information.

• Initial Complaint

  Date:05/11/2023

  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.

  THIS COMPANY IS A FRAUD AND THEY TAKE ADVANTAGE OF YOUNG STARVING STUDENTS LIKE MYSELF!TIMELINE: I SPOKE WITH AMERICAN CAMPUS ON THE AFTER NOON OF MAY 9TH 2023, WE SPOKE ABOUT ME COMING ON SUNDAY TO LOOK AT THE PROPERTY TO POSSIBLY RENT AS I WAS EXCEPTED TO THE ******************** AND PLAN TO ATTEND OF THE FALL 2023. THEY TOLD ME TO FILL OUT THE APPLICATION ONLINE. AFTER FILLING OUT LOTS OF PERSONAL INFORMATION SUCH AS GUARANTOR INCOME ON MY PARENTS AND EMPLOYMENT INFORMATION THE APPLICATION WAS SUBMITTED. WITHIN SECONDS AN EMAIL FROM DOCUSIGN CAME IN IN WHICH I BELIEVED TO BE AUTOMATICALLY SENT WITH COMPLETION OF THE CREDIT APP. I AM 19 YEARS OLD, I HAVE NEVER SEEN ANY LEGALY BINDING CONTRACTS SUCH AS THIS. I ASSUMED THIS HAD SOMETHING TO DO WITH GIVING THEM ACSESS TO MY INFORMATION TO REVIEW AND THAT THIS WAS A CREDIT APPLICATION THAT I WAS SIGNING. I NEVER EVEN READ IT AS I HAD NEVER EVEN SEEN A DOCUSIGN NOR DID I KNOW HOW TO NAVIGATE THROUGH IT. I TRUSTED THEM THAT THEY WERE SENDING ME A CREDIT APP TO SIGN. MY ASSUMPTION TURNED OUT TO BE FALSE, ACCORDING TO THEM THIS WAS A BINDING ****** ALSO I WAS UNDER THE IMPRESSION THAT MY APPLICATION FIRST HAD TO BE REVIEWED BY THOSE IN CHARGE OF THE BUILDING BEFORE GIVING ME THE OPTION TO LEASE THE ROOM. SOON AFTER I WAS DONE SIGING THE DOCUMENT A REPRESENTATIVE CALLED ME AND STATED THEY HAD SEEN I HAD SIGNED THE ****** I WAS IMMEDIATELY CONFUSED AND CAUGHT OFF GUARD AND TOLD THEM THAT I THOUGHT I WAS SIGNING THE CREDIT APPLICATION AND TOLD THEM ME SIGNING A LEASE WAS A MISTAKE BECAUSE THIS WAS SO OBVIOUSLY NOT MY INTENTION. I HADN'T EVEN VIEWED THE ROOM YET. THE ***** MEMBER THAT CALLED ME ALSO STATED SOMETHING TO THE **** THAT MANY TOUR FIRST AND THEY DID KNOW I WAS ON THE SCHEDULE FOR JUST A FEW DAYS AWAY. I ASKED IF THIS WAS STILL BINDING EVEN THOUGH THE GUARANTOR HAD NOT SIGNED IT, THEY SAID THE GUARANTOR HAD NOT SIGNED IT AND THEY SAID IT WAS BINDING. THERE IS NO WAY I COULD EVEN AFFORD THE RENT NOR WOULD I EVER GET APPROVED FOR CREDIT WITHOUT MY PARENTS SIGNING AS A GUARANTOR WHICH MY PARENTS NEVER EVEN SIGNED THEIR PORTION AS THE GUARANTOR. MY DAD EVEN EMAILED THEM THE NEXT MORNING STATING THAT THIS WAS A MISTAKE, AND THEY DIDNT SEEM TO CARE. MY DAD EVEN TALKED TO THEM ON THE ****** AGAIN IM ONLY 19 YEARS OLD AND I NEVER DELT WITH THINGS LIKE THIS BEFORE, AND I FEEL TRICKED, CHEATED AND MISLEAD BY THIS COMPANY. THEY ARE TAKING ADVANTAGE OF LESS FORTUNATE KIDS!

  Business Response

  Date: 05/22/2023

  We understand that ****************** wishes to cancel the Lease Agreement that he signed on May 9, 2023. The lease agreement is a 19-page document clearly titled Lease Agreement with a payment schedule outlined on the first page. In order to sign the agreement, ****************** was required to agree to the binding terms of Docusign and electronically sign or initial separately on each of the 19 pages.  Unfortunately, the Lease Agreement does not have a cancellation clause, as outlined on Page 4 of the 19-page Lease Agreement signed by ******************:  "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.  You may be able to release your rights under this Lease Agreement for the same terms and conditions to another person provided the Manager gives written consent, but our consent is at our reasonable discretion."  As ****************** has indicated to us that he no longer intends to move into his Apartment, we will assist diligently in the re-marketing of his lease. Releasing is a common practice in the student housing industry, as it is not uncommon for some students' plans to change before move-in due to the nature of preleasing well in advance of move-in day.  All American Campus communities perform a rigorous backfill campaign each summer ahead of move-in day, and we will continue marketing any "relet" spaces as well as vacancies, if applicable, through move-in day (and beyond, if necessary).  While we can never guarantee the space will be released to another person, the probability that someone will sign for the space before classes begin in the Fall is extremely likely.  We will remain in contact with ****************** if another person does sign for his space. In addition to our own meticulous marketing strategy, we encourage him to market the space on his own to increase the likelihood of successfully releasing. 

• Initial Complaint

  Date:03/10/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** at ********,** I was approved for a lease for the upcoming fall term without showing any proof of income.They have no evidence to show that I was legally approved for the apartment and when inquiring about termination of the lease, I was told that I will be held responsible and would have to find someone to take over my lease and pay extra fees. Regardless, if I was appropriately approved or not. I would like my lease terminated because now I can no longer afford it. The lease states AmericanCampus reserves the right to terminate at will and I am asking for their powers to terminate at this moment Because I was not properly vetted for the apartment. I was under the assumption I would have the funds to show TO BE APPROVED but now I dont. When asking for my application to be cancelled, I was told I was already approved. And there was nothing I can do about it.

  Business Response

  Date: 03/20/2023

  The information provided by the staff to ************ was correct. Per our lease agreement, ************ would need to show proof of income or work to find a guarantor for the lease. Once the lease is signed, the contract is legally binding. However, at this time, management has been able to secure a release for **************** agreement. All parties are satisfied.

  Customer Answer

  Date: 03/20/2023

  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.
  
  Regards,
  
  Orrionna King

• Initial Complaint

  Date:02/27/2023

  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.

  This month there were two autopays scheduled for my rent. When I called american campus town rentals to tell them they advised me to call the company of the website. They had to physically remove the double autopays because I was not able to do it online. I called american campus town rentals to get a refund and told them what hapened. However a few days later I still receive an *** charge that is expected to e paid. It is unfair for me to have evn gotten this charge on my account when I called ahead of time and got a refund for the scheduled payment. If i could not edit the scheduled *********** that is not my fault. I should not be charged $50 for technical difficulties and because I called days before the *** charge was posted to the account. They were aware of these issues and are trying to make me pay a balance I should not be responsible for.

  Business Response

  Date: 02/27/2023

  Hello *******,
  
  Thank you for reaching out. I apologize for the issues you experienced with set-up of autopay on your account. After review of your account, Campustown Rentals has agreed to remove the $50 NSF Fee previously applied. If you experience any further issues, please do not hesitate to reach out to the Property directly.
  
  Thank you,
  *********************************
  Area Manager

• Initial Complaint

  Date:02/15/2023

  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.

  signed a lease on U-Club in 2022, that began August ******************************************************************************* a hotel due to a "winter storm " and now having to move to a second hotel and still paying rent to the property. Before the displacement I received a lease not even 6 months into the lease. I asked my mom to review it to see if anything was changing as we thought it was an update on the current lease. She signed the lease- immediately I contacted the office to advise that I did not sign the lease to renew and did not want to renew the rep advised that I had to.....again I DID NOT legally sign this lease the signature on the lease is not mine and I HAVE PROOF! Im confused as to how I am being held to a lease that does not go into affect for another 6 months. any landlord tenant relationship in Georgia by law has a ***** notice of vacay or non renewal and we are really confused as to why not even half way through the lease we get a new lease to sign under the impression it is the current lease because why would you send a new lease? any other time I would have probably stayed but as a first time student on my own this experience has been a complete and utter night mare my primary care provider had to place me on meds for my anxiety for all that we are dealing with, the crews that were working on the unit tore up so many of my belongings there was **** in cups under my sink. I just want to finish my current lease and be done with this community I feel like they are trying to ensure one more unit is filled because of the reputation the community has gotten in the area. the workers make reels and tic toes all day as opposed to being knowledgeable about what it is they are doing in there, and no one has made mention about ay of my destroyed items or pictures I previously sent, I have consulted several legal agencies and really wanted to find a resolution prior to tussling with all the issues we are having legally.

  Business Response

  Date: 02/24/2023

  Management has contacted the resident and parent involved explaining the renewal leasing process and the responsibility of the signed document until the lease is taken over. The resident has been advised to relet her lease for the upcoming fall term, management will prioritize this space with incoming prospects. The resident and parent were satisfied after the conversation took place.
  
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  UClub heavily markets itself as a premier "student housing" experience. This is false advertising at its finest. My son is a senior and lives in a 4 bedroom unit. In August when he moved in, he had 3 student roommates. In December one graduated and moved out.The graduate has been permitted by UClub to sublease his room to a non student. All three of the remaining roommates are highly uncomfortable with the situation. My son and his roommates would NOT have rented here if they knew that this was a possible situation.The management at ********** has been quick and adamant to point out that somewhere in the ************************************************ fact I was told that the new roommate could have been a mother with a small child or a senior citizen. I was made to feel that I was being unreasonable and discriminating against the "non student".The resolution provided my management is that my son may move out to a non-male unit without paying a transfer fee. My son has been settled into his surroundings and is content with the unit and the other two students living there. He is a Computer Engineering major with a **** GPA who is expected to graduate with the highest honors in May. The stress and effort of the move in my opinion is unreasonable.Management is unwilling to reach out to the new tenant for resolution.I ask you to please review all their marketing material. As you will see it is deceptive to say the least. No where in their slick advertisements does it say anything about non students living there.Again, had any of us been aware that this situation was a possibility we would have looked elsewhere for housing. We pay a premium for this setting and do so because we were mislead to believe that it was all students with an emphasis on safety. Clearly, not the case.

  Business Response

  Date: 02/03/2023

  ***************** offers off-campus student apartments near *********************. Our community is designed around creating an environment suitable academic success (study areas, private shuttle to the University, etc.), however, we do not have an affiliation with *********************, and we do not require our tenants to be enrolled as students. While our marketing shows off the academic oriented aspects of our community, we never promote being a community exclusive to students. ***************** offers individual liability leasing to all prospective tenants which means residents are responsible for leasing a space within an apartment that is shared with roommates. 
  In this particular situation, one of the tenants sharing the apartment with ******************************* son decided to re-lease his space to a new tenant as he had planned to leave the area and no longer needed the apartment. The roommate exercised his right to re-lease to a new tenant under the following terms stated in his Lease. 
   You *** be able to release your rights under this Lease Agreement for the same terms and conditions to another person provided the Manager gives written consent, but our consent is at our sole discretion. 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 
  At this time, ***************** does not currently have any availability for ********'s son or any others to move to in order to resolve their request to be housed with all currently enrolled students. If a space becomes available, we will contact ******** and her son to review the possibility of moving elsewhere to be housed with all students. ***************** is willing to waive all fees associated with either transferring to a new space or re-leasing ********'s son's apartment if that is an option they wish to pursue. 

  Customer Answer

  Date: 02/03/2023

  Complaint: 18957562
  
  I am rejecting this response because:
  

   

  ***************** is your place to shine! Get the ********************* student lifestyle you want with fully furnished ** apartments featuring private bedroom and bathroom floor plans, a 24-hour, ************************ center and an ************************

   

  OFF-CAMPUS STUDENT HOUSING NEAR *********************

   

  Walk to class - and everything else when you live at *****************! THE best location. Stay-fit amenities. Tools that help you make the grade. And community events that keep you connected with friends. All make ***************** the premier student housing choice at *********************.
  
  Get the lifestyle you want with our fully furnished apartments with private bedroom and bathroom floor plans, 24-hour, ************************ center and ************************ Plus, our professional on-site management and staff dedicated to serving your needs and helping you enjoy your college experience at *********************. Whether your academic pursuits are in-person or online this Fall, we are here for you.

   

  The above are all pulled from their extensive advertisements throughout the ********************* environment.  No where in their advertisements does it mention that housing is for anyone other than students.  Their advertising is misleading and deceptive.  The lease is a 27 page document meant to mislead and confuse with legal jargon.  At no point during the renting process was it ever mentioned that anyone other than students could rent or would be assigned to the apartments.  Had this been made clear in advertising or during the look see process, tenants would have rented elsewhere.

   

  No one at any time has responded to my son's attempts to get a meeting with management about this issue.  Emails have been unanswered and the office has been unhelpful and unwilling to have a conversation with him and his roommates.  At no point during the vetting process of the new roommate were any of the current roommates spoken to or explained to what was happening. 

  There is no doubt that their advertising is misleading and meant to falsify what type of housing the units truly are. It is easy to prey upon inexperienced youth and this is exactly what American Campus housing and Club are doing.  You cannot understand an entire book when chapters are left out.

   

   

   

   

   

   

  
  Regards,
  
  ***************************

  Business Response

  Date: 02/13/2023

  Tell us why here...As stated previously, we are not affiliated with the University, we simply market our apartments to the University community due to our close proximity to the campus. Our community is designed to meet the needs of our student residents, which is highlighted in our marketing. We are not an exclusive student community and do not advertise that we are only available to students.
  
  
  

  Customer Answer

  Date: 02/13/2023

  Complaint: 18957562
  
  I am rejecting this response because:
  I would like to see evidence of any marketing to anyone other than a student.

  My unresolved complaint is deceptive marketing and advertising.  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/23/2023

  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.

  During July of 2022 me as well as three friends signed a lease to live at an apartment complex named "The ********************" in *********** ******* which is owned and operated by American Campus Communities. 1 month prior to move in we were informed that an error had occurred and the four of us would no longer be able to live in a unit together. Two of my friends decided to stay in the building and me along with one other friend sublet our rooms. However auto pay had already been set up for the apartment and despite never moving in I was charged $820.00 on august second. I reached out to the complex and they reassured me that the problem had been fixed they would refund my money subtracting the subletting fee of around $300.00 by check within 2-3 weeks. However on September second I was again charged $820.00, I reached out the the assistant manager named ****** who had helped me the first time and he was extremally apologetic and helped me solve the problem reassuring me that the full amount would be refunded again in a check that would arrive in 2-3 weeks along with reassuring me that the first check was on its way and no more charges would be issued to my account. During the month of September I received the first check from them totaling $618.08 which I cashed on September 26th in the same bank account that it had been removed from. This check put me at ease regarding the arrival of the second one however as 2 months went by the check never arrived. Despite 10+ attempts to contact the assistant manager I was told he was out of the office on multiple occasions and the complex no longer takes calls from me or my parents. As a freshman in college I do not have the financial resources to take them to court and am just seeking my original $820.00 back.

  Business Response

  Date: 01/24/2023

  Hi ******,
  
  We apologize for this miscommunication regarding your September auto-pay that charged the $820.00 from your account. We have reached out to **** billing department today to request the refund and the refund was confirmed today. Our Assistant General Manager, *****, reached out to you via phone today let you know that the refund should appear in about 5-7 business days to the original form of payment.
  
  Please let us know if you have any questions.
  

• Initial Complaint

  Date:01/03/2023

  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.

  On Dec. 10th of this year, ******************************* was living in ****************** in ******, ** and her laundry was stolen. I filed a complaint with the ***************** about the stolen clothing. The response was to forward any video to them that shows who took the laundry. The ******** said they had video of the laundry room and the hallway outside. They failed to supply the video within 10 days to the ***************** and they lost the opportunity to have them follow up on the matter. I have emailed them many times, left voice messages many times and after I copied their General Counsel, they got back to me. Despite that fact, they failed to supply the video to the *****************. I have repeatedly emailed them and they continue to ignore my requests. At this point, I want them to provide me the video so that I can tell who took my laundry. We did formally request that they hold the video from Dec. 9th and 10th. This is unbelievable that they would not supply the video to either the ***************** or to me. I believe the company that owns them is American Campus. You can reach my mom via phone at ************** if you need additional information. Although I am over 18 (actually 19), I turned the issue over to my mother, *********************************. The ***************** number is 22-00463562. This will enable you to see our complaint.

  Business Response

  Date: 01/09/2023

  Thank you for reaching out, we are very sorry to hear about the issues that you experienced and we hope to help you resolve it as soon as possible.  The requested video footage was submitted to ************************ on December 22nd, 2022.  At this time the investigation of this matter has been turned over to them.  For the safety and security of all residents we cannot release video footage to you for review, however, due to the inconvenience and issues that you have experienced we have issued you a $300.00 gift card.  Please reach out should you have any other questions or concerns.

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in at ********************* community in September 2022 with my spouse. Immediately after we moved in, we found malfunctions in the apartment (non-working air conditioner and leaking refrigerator) and immediately made service requests. The air conditioner was fixed a week later, which we accepted with understanding, as we expected the technicians to be busy in the first week. However, the refrigerator was repaired only after two months, while we had to go many times and remind the administration about this. Last week we again had problems with the air conditioning, and this week the toilet was clogged. We again had to wait several days after making requests and come every day and remind about them before the technicians arrived. I also got emails from American Campus Communities that my requests were complete. However, the problems were not fixed (air conditioner is still demanding filter changes and the toilet is still clogged). Moreover, after my spouse arrived home after work, she noticed some food was missing from the table. We spent a lot of time, including our working time, trying to make the community do their job which affected our work achievements. And since I pay monthly rent that includes maintenance, I consider this situation a fraud by ********************* and therefore by American Campus Communities.

  Business Response

  Date: 12/19/2022

  Hello,
  
  My name is ************************* and I am the General Manager at *********************. I understand that you have concerns regarding your work order progress and completion status. I thank you for providing insight into your experience so that we can work with you to resolve these work orders to your satisfaction. I want to inform you that I have spoken with our Maintenance Team regarding your concerns and we are happy to speak with your further to come to a resolution. Please feel free to call us at ************ or visit our front desk between the hours of 8am-11pm daily should you ever need to speak with our team.
  
  As we work with you on this concern, our office will be relying on you to provide us updates so we can ensure you have a comfortable living experience.
  
  Thank you!
  
  Sincerely,
  *************************
  GENERAL MANAGER
  *********************

  Customer Answer

  Date: 12/20/2022

  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.
  
  Regards,
  
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