Business Profile

Leasing Services

American Campus Communities

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Complaints

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

Customer Complaints Summary

159 total complaints in the last 3 years.
45 complaints closed in the last 12 months.

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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:12/02/2022
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 two domes lived in this corporations apartment in ********** ** at the Sanctuary Lofts from August 2021 to August 2022. Upon moving in for the whole year they never provided hot water to their apartment that ever reached temps greater than 90 degrees. We filed many complaints and it never got fixed. After they moved out and on to another apartment they have been trying to bill them for furniture that that was already worn out when they moved in. They keep sending emails to try to collect debts for the damages but we refused to pay for those damages however still paid for what was rightfully owed for rent and utilities. I keep trying to contact the local office and get ahold of their manager ******************************* and she will not ever call me back or respond to any of my emails. I from there proceeded to get in touch with someone from their corporate office of American Campus Communities and they will not respond to any calls or emails either. Every one of their bills they give you and email and phone number to contact for questions and we never get any answers. They are threatening to send us to collections by email will not respond to us to argue our case that the residents are not responsible for standard west and tear of a pleather cover couch that is starting to crack like all of those will do. They told us they replaced the furniture already and we are responsible for the bill however my son went to their old apartment asked the current tenants if they could see their couch and if it was replaced and it was not. This American Campus Communities is a crooked business and after looking all of them up online their are tons of the same complaints on them from ****** reviews.
Business Response
Date: 12/09/2022
The management team has reviewed the concerns provided.Upon review of the hot water concerns, records show that hot water was restored to the unit. Additionally, management did determine that the damage charges for the sofa should be removed from the account. Management has reviewed these matters with the complainant and has come to a resolution on the remaining damage charges.
Customer Answer
Date: 12/13/2022
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,

*************************************
Initial Complaint
Date:11/29/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I lived at an American Campus Communities complex (********************** in *******, **) from August 2021 - May 2022. I was told I would get my security deposit back when my lease ended on September 6th, 2022, and even received a letter that the check is on its way. I never received the check and *** contacted the complex multiple times and spoken with the bookkeeper to get my almost $800 that they owe me and they either avoid my calls or tell me theyre looking into it and will get back to me (and they never do). One month ago the general manager finally told me that they cant handle refunds in their office so shes working with corporate and will let me know when they send out the check and Ive heard nothing. Ive called the corporate office many times during normal business hours and no one ever answers. They owe me almost $800 and it was supposed to come 3 months ago now.
Business Response
Date: 11/30/2022
Hello ******,

I understand your frustration since it shows that you have a credit on your account and therefore would need to be refunded. However, after taking a closer look at your account, you were not owed a refund. After you moved out, there was a timing issue with charges and credits, and our system automatically placed a credit on your account for July rent, even though a payment for July rent was never made. Additionally, we did not require or collect security deposits from any tenants during the time you lived with us, therefore, you would not be refunded any deposit.

We apologize for the confusion in this situation! Please feel free to reach out if you have any additional questions or concerns.

Sincerely,
*****************************
General Manager
**********************
Initial Complaint
Date:11/18/2022
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.
Back gate emits a loud siren when the wind gusts. When it's not waking me from my sleep, it's disrupting my studies. Direct communication with staff is not being returned regarding this issue. They refuse to explain why the alarm is necessary or why they cannot disable it.
Business Response
Date: 11/21/2022
On 11/16, ******* reached out to ********************* staff with a concern about the operating function of the drive gate system near his apartment. ******* mentioned that the alarm on the gate was sounding at random times with no cause for the trigger. After inspection, the property staff was able to determine that the force of strong wind gusts can trigger the gate to alarm because the force is similar to that of a car collision on the system. Property staff reached out to their gate repair service and scheduled them to take a look and see if any additional reinforcement can prevent this from happening. In the interim, the property staff has disabled and locked the gate to prevent additional unnecessary alarms from triggering. All residents have been notified via email of this action plan.
Customer Answer
Date: 11/28/2022
Complaint: 18435848

I am rejecting this response because:
The problem should have been fixed years ago when I first notified management of it. By the way, I told them it was the wind, so they did not "determine" that wind sets the alarm off, they confirmed my diagnosis. Furthermore, after each false alarm, the force required to trigger the false alarm decreases and thus the gate eventually alarms almost constantly, hence the inability to sleep after a certain number of increasingly frequent false alarms.
They are too cheap to replace the problematic back gate with a model similar to that of the front gate, which doesn't have any issues, despite the fact that they have been increasing rent by ~$200 each year. They have the means to permanently fix the problem, but they choose instead to lock the gate down for a month, "tweak the software," and re-open it only for the problem to recur. If this were the first time the issue occurred, I would happily accept this response. However, it is not, which is why I even got the Better Business Bureau involved in the first place, and again why I cannot accept this response.
I have no doubt that I will have to submit many more complaints about this property management group, since they are incredibly unaccountable for and unresponsive to resident concerns. If they are not personally inconvenienced by a problem, they will refuse to address it.
Thank you for conducting this investigation, and thank you for posting the details. This information will be helpful to those looking for apartments that they can actually study and sleep in.
Regards,

*************************
Business Response
Date: 11/30/2022
The property gate repair vendor visited the site on Wednesday (11/30) to reset the gate arm mechanism and check the reverse sensitivity k*** to confirm there is no moisture causing the issue. The gate has been fully operational through all test runs completed after the repair. Property staff will continue to monitor the equipment and will ensure a prompt response if the system experiences errors in the future.
Customer Answer
Date: 12/02/2022
Complaint: 18435848

I am rejecting this response because:
They have not prorated my monthly installment in accordance with the sleep I have lost over the many years they neglected to fix the gate. Furthermore, they still refuse to communicate with me directly. They're not done making this right.

Regards,

*************************
Initial Complaint
Date:11/15/2022
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 received a bill from their 3rd party billing service showing a $50 plus about $4 charge for utilities during a time I did not live in the apartment (August 1 - August 6) and someone else lived there who moved put on August 6th. The previous month, I received the same $50 fee for different dates (August 7 - August 16) that both included dates I lived there and did not live there. I paid that one because I would have gotten charged either way for the days I lived there (beginning August 10). I chose to fight this one since someone else was living there. On the billing statement, it says to contact the third party company. I did, they said I needed to contact the office because they were told to bill me for that amount. I contacted the complex office and they said they pushed it up to a regional manager. The accounting person also stated they follow whatever the third party company bills them. Meaning the third party and the office have different stories. With having 2 stories, and following issues I have had previously, I did not believe they would contact the regional manager. I asked for contact information from the site manager so I could make sure it got worked out and it wasn't just information being passed through and filtered, which has happened before with the complex. When asked, the site manager refused to give the contact information.
Business Response
Date: 11/15/2022
Good afternoon,

*********************** reached out to the General Manager on Monday November 14, 2022 at 10:51AM inquiring about a second VCR admin fee that she received for the billing period of 8/1/22-8/6/22 that was assessed to her account. I responded to ****** at 11:32 AM informing her that I spoke to our Bookkeeper surrounding the circumstances and asked her to reach out to our Regional Manager about waiving the fees on the account but would need to wait on approval in order to process the credit on the account. This is our standard process we have in regards to waiving VCR admin fees. ****** emailed me back on Tuesday November 15, 2022 at 9:45AM inquiring how long would it take to hear back from the Regional Manager and if there was any contact information I could give to her directly. I emailed her back 4 minutes later informing her that there was no specific timeframe on when we will hear back but would let her know the decision as soon as we knew. I did ask for her patience and understanding during the process while we waited for our Regional Manager to review the request. I emailed her back stating that our bookkeeper did reach out to our RM and we would contact her with her decision. The request was approved to waive not only the $50 VCR admin fee but also, as a courtesy, to waive the electric bill for $3.58 for the billing period of 8/1/22-8/6/22. The bookkeeper assessed the credit and notified ****** of this via email at 2:26PM.
Initial Complaint
Date:11/07/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am continually hounded for money even though I established a variable auto-pay plan with my apartment complex. They recognize that I pay in full on time, yet they continue to send me emails that threaten me with late fees and say I have not paid what I owe. I have told them multiple times to stop, and they told me they would, but I just received another overdue balance reminder that I should not have gotten. This is causing excessive emotional strain and reducing my performance in school due to the anxiety incurred.
Business Response
Date: 11/10/2022
On November 3rd, 2022, ************************* was contacted via email by ********************* staff in regards to an open balance on his account. ******* is currently set up on an auto-pay program and only receives these email notices as a reminder, just in case he has made adjustments to his atuo-pay registration before it is set to pull from his account. The email template includes the following disclaimer to ensure that recipients who have registered for auto-pay still receive accurate information: "If you have already signed up for Variable Auto Pay through Zego, no action is needed. This amount will be included in your payment on the 3rd." Property staff has communicated this information to ******* and encouraged him to unsubscribe to this monthly message if he prefers not to receive.
Customer Answer
Date: 11/10/2022
Complaint: 18369632

I am rejecting this response because:
There are four (4) actionable responses that they could take, but they refuse to do anything.
1. They could adjust the date on which the autopay is billed to be after charges post.
2. They could post charges before the date that the autopay is billed.
3. They could check whether or not I am enrolled in autopay before sending the balance reminder.
4. They could instead send a monthly reminder to all residents, regardless of balance, to pay any outstanding balances. Their current approach is to send a message that accuses the resident of monetary delinquency. The email subject contains "Avoid Late Fees" and the email body contains "rent was due on the 1st." and "there is a balance on your account." and "To avoid late fees being charged to your account, login to the Community Portal to set up your payment today."
Their deliberate cherry picking of the contents of their email is all you need to establish guilt. They know what they are doing is wrong, so they cannot bear to share the email in its entirety.
Furthermore, the disclaimer that they hide behind does not relieve any of the emotional strain involved from seeing an email in my inbox that suggests I am about to be charged late fees. It also doesn't change the tone of the message. It also doesn't change the fact that I shouldn't be receiving these harassing messages in the first place.
Their proposed solution of unsubscribing me from ALL balance reminders would only leave me vulnerable to fraudulent late fees by removing the evidence that would be generated. I will not opt out of genuine late fee reminders and leave myself vulnerable to being fraudulently billed. This organization has made it clear that they are not to be trusted. I have persistent, continual issues with this property management corporation that I waited far too long to seek help with.
I thank the Better Business Bureau for stepping in on my behalf and advocating for justice.

Regards,

*************************
Business Response
Date: 11/11/2022
On November 10th, 2022, ******* reached out to ********************* Staff with additional concerns regarding automatic email reminders. Staff was unable to accommodate ******** request due to constraints the property is under from the timeline their third-party provider uses to collect payment via their automated system.
The property reminded him that the email he receives once a month is sent as a courtesy to all residents to help ensure they do not receive late fees for non-payment. The disclaimer included in that email is as follows:

If you have not already signed up for Variable Auto Pay through Zego, please include this balance in your payment. Dont forget you can log in to your Community Portal today and sign up for Variable Auto Pay for next months payment. Set it and forget it!

If you have already paid your balance in full please disregard this email.

*The "Balance Due" shown above is the balance as of midnight on the date this email was sent. Please login to your community portal for the most updated balance.

The property staff has encouraged him to unsubscribe from these messages since he is registered through the auto-pay system and does not need the reminder as a result.
Customer Answer
Date: 11/14/2022
Complaint: 18369632

I am rejecting this response because:
Sometimes you need to work with third parties to solve problems.

Regards,

*************************
Initial Complaint
Date:11/02/2022
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 son - *********************** (of whom I was listed as guarantor on the lease) resided at **********************************************************************, an American Campus Community (hereinafter referred to as ***) apartment community called ****** at ********************* in College Station, ** from 8/2021-10/2/2022. ****** was called to military service by the ** Air Force on very short notice a matter of days before moving out of the *** community on 10/2/22 and invoked his **** rights (the Federal law - Service Members Civil Relief Act), which allow for "the cancellation of the lease without penalty" when called to active duty military deployment. *** required a full month+ of rent payment as a penalty for cancelling the lease, with the provided military orders and demanded payment of $613.47 for the month of October 2022. This amount was paid to *** by the guarantor in an effort to resolve the matters before he left for deployment, and to seek corrective actions post -deployment. *** continues to stand by their assertion that he "should have given 60 days notice." There was no way to provide notice to *** when the call up orders came less than 48 hours before he moved out of the *** property.In July 2022, prior to signing the latest lease that commenced 8/1/2022, the guarantor called the on site *** Manager who stated on the phone the lease could be cancelled without penalty in the event of a military call-up, provided official military papers were provided.*** is fighting against cooperating with the **** requirements and has refused to comply with the Federal law requiring cancellation. As *********************** is currently deployed and unable to make the calls/emails, I have taken up the matter, as an interested party due to my guarantor status on the prior lease and loss of funds closing this out. I simply seek restitution in the amount paid out for October 2022 in the amount of $613.47
Business Response
Date: 11/03/2022
Per law, under the Servicemembers Civil Relief Act (SCRA), termination of a housing lease is effective 30 days after the first date on which the next rental payment is due and payable after the date on which the termination notice is delivered.

****** notified the Landlord via email his Military Orders on 10/2/2022. Rent is due the first of every month. Therefore, per the ***** the lease should have been terminated 30 days after the next rent installment date of 11/1/2022. This would give a termination date of 12/1/2022. However, the General Manager of the property agreed to terminate the lease contract effective 10/31/2022 as a courtesy to ***********************. The $613.47 in question was the final payment due per the pro-rated total contract amount upon which the lease is calculated.
Customer Answer
Date: 11/04/2022
Complaint: 18349889

I am rejecting this response because:
No further correspondence will be provided in this venue. Due to assurances made through property manager discussion, it's being referred the **** JAG team at ************.

Regards,

*************************
Business Response
Date: 11/07/2022
We would be happy to respond to any communication we receive from the **** JAG team once we receive it.
Initial Complaint
Date:11/01/2022
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.
I moved out of ***************** in July. At the time, I should have had about $60 in credit form overpaying rent over the two years I lived there. When I left, there was a $40 charge on my account for late fees, which I was told was an error and would be fixed. I followed up with a phone call, in person, and by email, through July and august, and every time I was told that this issue would be resolved. In September I received a bill, stating that I owed the apartment about $55. Some of that money was for very vague move out charges, but when I checked my account, that $40 error charge was never removed. I emailed the company, and my guarantor called to try to resolve the issue, and both of us were ignored completely. I then wrote a ****** review explaining the situation, as all of their ****** reviews have been responded to in the past. Mine is the only one that never received a response. I called the parent company in September, and was told that they were a bit behind and would get back to me. They never did. So my guarantor convinced me to make the payment, including the $40 error, so that we would not be sent to collections. The issue was never acknowledged by the business and management never responded to either myself or my guarantor after they got the money.
Business Response
Date: 11/02/2022
Good afternoon,

We looked into Rhyans account and have had the charge removed effective today, 11/02/2022. We will email ***** an updated Resident Ledger reflecting this credit.

We have reached out to ***** both by phone and via email apologizing if there has been a lack of communication from ***************** in regards to the $40 late fee charge that should have been removed from July of this year.

Best,
***********************
General Manager
Customer Answer
Date: 11/03/2022
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,

***************************
Initial Complaint
Date:10/27/2022
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.
Issue: My roommate, *****, has her partner living with her and that violates the on campus housing lease. Her partner has been living with her since August 2022 and has a dog that barks throughout the day and night. Meaning, there are two dogs in *****'s room. Both dogs bark loudly and cause sleepless nights. In addition, the apartment has an unpleasant smell, which I realized is partially due to the pets and the dishes with leftover food in the sink. Also, ***** and her partner leave their alcohol bottles in the kitchen, which may result in a fine for everyone in the apartment (even if it is not ours). With the ******* partner living in the apartment, the dogs barking during the day and even until 12 AM, the unpleasant smell from the pets and leftover food, the living condition is a disturbance for not only me, but my roommates as well.I emailed the apartment manager and other housing staff and was told a room check would be done. On October 26, 2022 a CA entered the apartment, but did not do a room check. **'*****************************, the assistant general manager, responded and said she did a room check, however, I was home and it was only the CA who came to the apartment. Ja'**** stated an email would be sent to everyone in the apartment regarding guests and verified *****'s dog was an emotional support animal. However, the manager did not acknowledge that her partner has been living here for over three months and has a dog (which may not be ***** which is violating the lease. Her partner trains the dog, at times, during the night even until 12 AM. Her partner consistently leaves food with dishes in the sink for days, at times, more than a week and that causes the apartment to smell and have gnats (small flies around the kitchen). The way the housing staff is handling this issue makes it seem as if having others who are not on the lease and living with you long term does not break the lease, however, it does.
Business Response
Date: 11/04/2022
Greetings;

I do apologize about the inconvenience of the matter. In looking into this issue,the Management Staff has come to the unit on the morning of October 24th and again on October 26th, 2022 to inspect the unit for illegal occupants and any extra animals. When entering the unit, it was discovered only the *** approved animal of said roommate was there with owner, alone.

When speaking with you, Assistant General Manager, **********, asked if you are willing to have a mediation with your roommate to iron out any miscommunications, or misunderstandings, so we can assure everyone is acknowledging the rules of the lease the same, you expressed that you do not want to talk/speak with your roommate and you just want her out. You,at this time have made it clear that you do not want to move and have no desire to do so.
Management has also spoken with the roommate about visitation and animal policy.
Since we have spoken about the issue, nothing more has been reported. If you have any further issues or the same issues arise again, please contact the on-call staff anytime.
***********************
General Manager
University View/View II
T: ************ | F: ************
www.universityviewpv.com Tell us why here...
Customer Answer
Date: 11/07/2022
Complaint: 18321645

I am rejecting this response because:
- The issue is not resolved. My roommate still has her girlfriend living with her since August 2022. The girlfriend also has her pet staying in the apartment since August 2022. Meaning, there are two people living in one room- this violates the lease.
- ********* the girlfriend trains her dog at almost 11 PM - 12 AM and the dog continuously barks throughout the night.
- In addition, the girlfriend and another roommate plays her music loudly early in the morning, between the hours of 7 AM- 8 AM and at late hours of the night past 10 PM.
- Management stated management staff came to the room on October 24, however, that was not the case. I was home when the CA entered the apartment, but did not go inside my roommates door to verify. One of the management staff told me she entered the room that day for a room check, but that did not happen.
- In addition, there hasn't been an additional report made because based on the management's initial response, this does not seem like an issue to them. Management has made it clear that that they do not want to resolve the issue and are okay with additional people living in the unit.

Regards,

****
Business Response
Date: 11/17/2022
Greetings **************;

We have made random visits to your unit during the times that you have expressed the
illegal guest is there and loud music is being played. When we visit your unit at said time
nothing is occurring or no one is there. We will continue in our efforts to ensure that no one is
breaking the rules set forth by the lease agreement.

Also, please remember that if things in which you speak of are going on, make sure you
contact your on-call Community Assistant at ************.

We are here to help and assist you in any way we can.

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

General Manager
University View/View II
T: ************ | F: ************
www.universityviewpv.com
Customer Answer
Date: 11/17/2022
Complaint: 18321645

I am rejecting this response because:
The only person who has visited the apartment is the community assistant (CA). The CA came late at night, coincidentally, the illegal guest, my roommate, and their dogs were not home. The CA stated they would be back, but never came.
Again, management has failed to acknowledge besides the illegal occupant, there is another dog that belongs to my roommates girlfriend.
It has been brought to my attention that the housing management at ******************************* does not take matters like this seriously. My roommate mentioned one of the managers, *********************************, told her that me complaining (about these issues: illegal occupants, loud noise from dogs and music, and other apartment issues) is "*****" and that I am looking for something to randomly complain about. This lets me know there is evident bias with serious matters like this and management is taking sides. Apparently management is not being serious or professional with this case.
If management cannot resolve this issue, it would be best to escalate it to another manager.

Regards,

****
Initial Complaint
Date:10/20/2022
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.
We canceled the lease in July and they took $889.18 out of my checking account on 8/28/22. I called and spoke with ****** and she also sent me an email stating this was an error and *************** corrected and a check will be sent. I still have not received the refund check after multiple emails and phone calls.
Business Response
Date: 10/31/2022
Please see the email that was sent to the parent regarding the concerns in the complaint. The email was sent on 10.19.22 The resident now has a $0 balance. All has been handled.
Initial Complaint
Date:10/17/2022
Type:Sales and Advertising 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.
American Campus Communities has baited me into viewing excessive advertising and has obtained my data via a form under false and fraudulent pretenses. ACC posted a flyer(s) on my university campus, SUNY University at Buffalo, that stated that I could obtain a Chick-fil-A sandwich if I scanned the ** code on the flyer. However, after following the prompts after scanning, and submitting more information than I would be comfortable sharing, I never received a Chick-fil-A gift card or sandwich, and when I emailed ACC to complain, they stated that it was first-come first-serve which was not made clear on the flyer, and is likely both baseless and impossible because I did not see this flyer in the location it was until very recently. Therefore, ACC has committed false advertising, fraudulently obtained my information, and deliberately wasted my time and starved me of a sandwich they informed me that I could obtain in this deal.
Business Response
Date: 10/19/2022
On October 5th, 2022 at 12:30PM ************************, **********************, and University ******************** held a Grand Opening event at our office in the Commons located on University at ******* campus. Flyers were posted around campus one hour prior to the event to try and get people to come to our office. At the top of the flyer was the Grand Opening event information followed by a QR code alongside "Scan to fill out the form and get a Free Chick-Fil-A sandwich." At the very bottom of the flyer there was a disclaimer that stated "Incentive and date are subject to change. Limited time only. While supplies last. See office for details."
Customer Answer
Date: 10/22/2022
Complaint: 18232347

I am rejecting this response because:
Firstly, I do not recall the flyer stating "While supplies last" or something to that effect. Secondly, if we assume such text does not exist, I am still owed the resolution that I indicated in my first complaint, as American C.C. did not indicate how many supplies there were but instead got my personal information and is using it to send me promotional material via that information because of their very prominent advertisement of a free Chick-fil-A sandwich if I complied with this deal. ACC still owes me this sandwich. Their response does not address this problem.

Regards,

*********************
Business Response
Date: 10/24/2022
American Campus will be offering a Chick-Fil-A gift card. We will be sending you an email directly to schedule a pick up.
Customer Answer
Date: 10/25/2022
Better Business Bureau:

I have reviewed the response made by ACC in reference to complaint ID ********. This resolution is satisfactory to me, only provided that ACC follows through with these actions and does not engage in retaliation when I come for the pickup.

Regards,

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

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