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

  512 Craddock Ave San Marcos, TX 78666-2940

• 

  American Campus Communities

  1615 Sycamore Ave Huntsville, TX 77340-5367

• 

  American Campus Communities - Casas del Rio

  420 Redondo E Albuquerque, NM 87106-2722

• 

  American Campus Communities

  505 W 22nd St Austin, TX 78705-5210

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:03/10/2025

  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 ****** *********** signed a contract to move in to Lightview student housing this coming September 1, 2025. She decided that she will not be able to afford the rent with the money I give her and the income she makes. She wanted to cancel the contract due to hardship, has never taken over the lease yet. Since it will be in 6-7 months. The Lightview are demanding rent starting August 1st even she is moving in on Sep 1. We would like to ****** the lease and have nothing to do with them. They are saying the only way to get out of lease is finding someone else to take over the lease. Its an illegal and predatory practice targeted at trapping young non financially savvy students. Lightview phone number *****************

  Business Response

  Date: 03/10/2025

  Hello Dolgoon,
  
  Thank you for reaching out regarding your concerns.
  
  Staying true to the verbiage used in your signed lease agreement; the requirements to cancel out the contract is to find a replacement, as well as submitting payment for the $350 relet fee once the new tenant has signed.
  
  While it is ultimately the responsibility of the resident to find a replacement, we will begin assisting once our prelease has reached 100%.Should we find a potential prospect for you, we will reach out by phone to ask permission to relet the lease on your behalf.
  
  If you have any other questions about this process, please feel free to contact us at **********************************************************************************************************.
  
  Best,
  ** ********
  Property Manager
  **********************************************************************************************************

  Customer Answer

  Date: 03/10/2025

  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,
  
  Dolgoon Damdinsuren

• Initial Complaint

  Date:03/07/2025

  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.

  Business charges ridiculous fees for being late on rent, but they have a simple rule as long as you are at 100 they will not charge those fees. For the month of March I did just that or at least thought I did I was 24 cents over and was charged a late fee of ***** and 10 dollars every day afterwards. When I went into the office I spoke to someone about it because I will just pay in cash which is allowed in ********. The people in the office refused my money because in their words "We don't have a system for that" . While I tried to be understanding of that I have continued to be assessed fees when I want to pay in cash so I don't have to pay 20 dollars in fees every time I make a payment. Today I called again to see if there was any update and I had to deal with a rude staff member by the name of ******. From the moment I answered the call she was very rude to me about the issue and got smart with me as well. After a certain point I had enough of it and told her off in which she proceeded to act like a victim. I want the business to not only correct this issue but to do something about their rude staff.

  Business Response

  Date: 03/12/2025

  Hi ******,
  
  As you are aware, we are not currently set up to be able to process cash payments in our office. This is a matter of safety for our staff, as accepting large payments such as rental installments could make landlords a target for criminals. However, because of your question, we did consult with our local attorney for guidance on how to proceed in your instance and other scenarios to act in accordance with the law.
  
  Both our office and local council interpret the relevant law to state we are prohibited from requiring payment via electronic funds transfer only. While we encourage online payments, we do not prohibit all other means of payment, as we do accept both check and money order in our office. I would also note that cash can be used to purchase money orders. Our local council has confirmed that Illinois does not require a landlord to accept cash payment for rental installments based on 765 ILCS 705/3.5 and 765 ILCS 705/4, which are both sections of the Illinois Landlord and Tenant act.
  
  Due to our review, we will continue to be unable to accommodate cash payments in office.However, I do want to re-iterate that we can accept check or money order, in accordance with the guidelines above.
  
  I also want to reach out to apologize for the interaction that you had with ******. ***** be advised that we have addressed the handling of the conversation with her to avoid future unpleasant interactions between you two. 

  Please let us know if there are any additional questions or concerns.
  
  Thank you!

  Customer Answer

  Date: 03/16/2025

  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. I made this complaint before the phone conversation and I was satisfied with the result.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:03/06/2025

  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.

  Lived at ********************************************** for 4 years and throughout those 4 years living there was horrible. Ac and heat going out every 2 months half way done repair jobs and a unsafe living do to the gates being opened the majority of the time allowing people and homeless people to enter when ever they want. Not to mention the black mold in the ac vents and more than likely the walls. I cleaned out my apartment when I moved out on July 9th and never received a itemized list of charges for cleaning. In the state of ***** ya have 30 days to do so when I move out. I have all my mail forwarded to my new address and never received anything In the 6 months sense I moved out. They tried to charge me $250 for cleaning and I sent them proof but they don't want to accept it and now they sent my account to collections. I promise if this messes with my credit I'm taking ya to court for damages. Not only that I'll contact the Texas attorney general and also file a complaint on the bad business practices ya do. Ya take advantage of students and its evident on the amount of complaints and bad reviews ya have. Not to mention exposing people to black mold. Ya also charged me ridiculous charges throughout my time there in the amount of $707 in unjust fees and $250 to move from on room to another which is just highway robbery.

  Business Response

  Date: 03/13/2025

  ****** was a resident with us from *********. The first two years of his stay, he lived in unit 410 and decided to transfer to a different unit (417). The standard transfer fee is $250, which was outlined in his lease agreement and agreed upon prior to his transfer.
  
  Any work orders that were submitted were addressed within a timely manner. 
  
  ****** did move out in early July but is responsible for his unit until his lease end date of July 31st, per his lease agreement. Our staff walked his unit on the lease end date of July 31st and assessed for damages. Charges were approved and applied to his account on August 13th, the statement of deposit was prepared and printed on August 20th, and placed in the mail on August 22nd. ****** reached out in mid-October regarding his remaining balance and our Resident Experience Manager Jade, sent him the attached photos that were taken during our assessment of his unit on July 31st that justified the move-out charges. She did explain to him that we would not be waiving any of the damage or cleaning charges due to the state of the unit upon his lease end date. 
  
  Following that conversation wee have not heard from ******. 

  Customer Answer

  Date: 03/13/2025

  Complaint: 22895830
  
  I am rejecting this response because: I never received the itemized bill in the mail all my mail is forwarded to my address its been 6 months sense I moved out and never received it. I have my own pictures that I took and they look completely different from the pictures ya took. I sent them to 3 different managers. I took all my pictures the day I moved out. In the state of ***** you have 30 days from move out to send me the itemized list. It's been 6 months and haven't received anything. It's clear ya don't understand that my mail gets forwarded to my new address and I still haven't received it. 
  
  Regards,
  
  ****** **********

  Business Response

  Date: 03/13/2025

  The lease does state that a resident is responsible for their lease through the end of the term (July 31st, 2024) regardless of when keys are returned. We have 30 days from the end of the lease to provide a statement. A resident may reach out to the front office to receive the original copy of their statement, should they not have received it via mail. Balances are also available immediately in a residents portal.

• Initial Complaint

  Date:03/05/2025

  Type:Customer Service 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 submitting a formal complaint regarding unresolved maintenance issues, unaddressed concerns, and unprofessional behavior at U ***************. I submitted a maintenance request for a clogged toilet, which maintenance attempted to fix, but the issue quickly returned. After visiting the leasing office in person to discuss the problem and how it might affect my utility charges, I was given the email address for management. I then contacted management via email, where I explained the situation respectfully and professionally. Management responded by saying they would forward my concerns to the Director of ********************However, despite this assurance, I never received any email or follow-up from the Director of ******************** Instead, I was simply sent the utility bill without any acknowledgment of my concerns.What is especially frustrating is that my utility bill was $180, which seems excessive given that I did not cook at the apartment and used minimal utilities. Managements failure to follow through on their promise and the complete lack of communication is unprofessional and disappointing. This lack of accountability reflects poorly on U ***************, and I hope this complaint leads to better handling of maintenance issues and improved customer service for future residents.

  Business Response

  Date: 03/13/2025

  We try very hard to make sure our team is providing the best service possible. I apologize for the inconvenience and delay of response. We have reviewed the account, and a credit of $121.85 has been issued for utility charges. Please feel free to give our office a call with any further concerns. 

• Initial Complaint

  Date:02/19/2025

  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.

  Uptown apartments continues to try to add fraudulent charges in the amount of $1, ****** to my account. I have paid my rent each month and I should have a zero balance for the month of February 2025. I have spoken to both ****** **** (general manager) and ***** ********** (resident experience manager) about this issue. However, I am still being harassed each month and asked to pay this debt that is not mine.

  Business Response

  Date: 03/10/2025

  Hello,
  
  We appreciate the opportunity to address the concerns raised by ****** regarding her account with Uptown Apartments.
  
  We want to clarify that the charges in question, totaling $1,443.62, are valid and have been thoroughly documented. Each month, we have provided ****** with an itemized statement detailing these charges, which include [Rent, Late Fees,utilities, LLL fees, etc.].
  
  We understand that ****** has communicated with both ****** ****, our Director of ******************** and ***** **********, our Resident Experience Manager,regarding this matter. Our team has made every effort to explain the basis of these charges and to assist her in understanding her account balance.
  
  We take all resident concerns seriously and are committed to resolving any misunderstandings. We encourage ****** to review the itemized statements that we have provided each time she has asked and reach out to our office for any further clarification.

  Customer Answer

  Date: 03/10/2025

  Complaint: 22956319
  
  I am rejecting this response because: the itemized charges are incorrect for the reason that I have paid my rent each month as well as utility charges during the dates I have lived in ****** apartments. ****** continues to add on more and more fraudulent charges to get money from the residents by adding charges to their accounts. 

  Uptown also uses a third party billing company called (Zego) to add extra charges to residents accounts to charge for more utility usage.

  I have each cashier check that I have paid to Uptown apartments since moving in August 2023. I have also paid Uptown apartments an additional $525.73 deposit to move in early. I am requesting my deposit of $525.73 to be returned to me as soon as possible.

   

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

  Business Response

  Date: 03/11/2025

  Dear ******,
  
  Thank you for reaching out regarding your account. We appreciate your concerns and want to clarify the situation.
  
  As outlined in your lease agreement, specifically Section 3, Subsection b, any payments we receive may be applied first to obligations that do not constitute rent, such as utilities, late fees, and other charges, before being applied to your rent balance. This means that while you are making your installment payments, there may still be outstanding charges that contribute to your overall balance.
  
  We understand your frustration regarding the additional charges, but please note that these are in accordance with the terms of your lease. We encourage you to review your payment history and the associated charges to see how they align with your lease agreement.
  
  Regarding the $525.73 you paid for prorated rent to move in early, this amount has been applied to your rent and does not constitute a deposit. If you have any further questions or need assistance, please feel free to reach out.
  
  Thank you for your understanding.
  
  Best regards, 
  
  ****** ****

  Customer Answer

  Date: 03/11/2025

  Complaint: 22956319
  
  I am rejecting this response because: the $525.73 was a deposit to move into Uptown apartments early and not towards fraudulent charges. My resolution is to stop American Campus Communities from coming after me regarding charges I do not owe. I have four months (April 2025, May 2025, June 2025, and July 2025) left in my ********* lease and I would like to complete my lease which ends in July 31, 2025 without being harassed about fraudulent charges.

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

• Initial Complaint

  Date:01/10/2025

  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.

  In November of 2024, I moved out of university walk in ********* through American campus communities. Upon turning my keys in, I paid $300 to relet my apartment. This sublease was charged $472 dollars or so. I paid her part as I promised the rent would be covered, despite paying full rent in early November. The rent was prorated and I was issued a refund for $472, $300 of that went to the relet fee. I have a refund of $172.76 pending. I was told by the leasing office that this refund would initiate a month after my sublease moved in. I waited a month, nothing. I contacted the account specialist for the property and she said the process was initiated 12/02. We have to wait a months time frame before stopping payment/reissuing the check she says. I waited a month and reached back out. Nothing. I reach out again and she says a ticket has been submitted with accounts payable department. She said she would reach out when she hears from them. I decided to call costumer service because the issue needed to be escalated. ****, a representative with *** told me she also submitted a ticket. I asked for a timeline and I was told ***** on these tickets. My first ticket, has been over 96 hours unresolved. My second ticket has been over 48 hours unresolved. This is not a security deposit or a non refundable fee. This is my personal, hard earned money. I have every legal right to receive my refund or information on where it is. Was it sent? Was it delivered? Was it cashed? After 4 calls, 1 voicemail and more emails than I can count on my fingers. I have no information. I feel truly belittled and abandoned. This is an extremely frustrating experience and this company cannot keep getting away with scamming young adults for a couple hundred dollars.

  Business Response

  Date: 01/14/2025

  The resident relet their lease agreement on November 12th. After not receiving their rent refund within 30 days, the resident notified both management and corporate. Management approved the expedited processing of the rent refund via *****. The resident is expected to receive the check on January 14, 2025.

• Initial Complaint

  Date:01/09/2025

  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 am writing to formally express my frustration and dissatisfaction with the ongoing issues in my apartment, specifically related to a persistent leak in the kitchen, mold growth, and repeated flooding.Since Hurricane *****, the front office has been aware of the leak in the kitchen, and on September 29th, the work order was marked as complete. However, despite submitting additional work orders and emailing the front office multiple times, the issue has not been addressed. Every work order was marked complete, yet no one ever showed up to fix the problem. The only response I received from the front office was that they would escalate the matter to management, but nothing has been ******* a result of the unresolved leak, mold has started to grow in the apartment, which I had informed both the front office and management about. This mold has severely impacted my health, causing sickness and discomfort, yet no treatment for either the leak or the mold has been **************, for the second time, my room has flooded, and my personal belongings have been damaged. Upon arrival, maintenance staff were unable to provide any answers and merely set up fans to dry the area. When I pay almost $1,000 a month in rent, I expect my living conditions to be safe, clean, and habitable, not in a damp, mold-infested environment. The lack of response from both the front office and management shows a serious disregard for resident welfare.This ongoing neglect is unacceptable, and I am requesting appropriate compensation for the damage to my property and the severe inconvenience caused. I am asking for either a reduction in my rent or reimbursement for my damaged goods. I have documented all of these issues, and I am more than happy to provide evidence to support my claims.I expect an urgent response and a prompt resolution to this matter. Thank you for your attention to this issue.

  Business Response

  Date: 01/09/2025

  Hi Chloe,
  
  We appreciate your details and outlining the concerns! We apologize that your experience in our community has not met your standards and appreciate your willingness to work with us to help make things right. It is all of our goals for you to be happy and healthy in your home. Someone from the team will be coming to your apartment on 1/10/2025 with a vendor to complete moisture readings and an inspection to determine the next steps.
  
  The Resident Experience Manager, ******, will serve as your point of contact and assist you with any questions or future needs. We appreciate your patience and understanding while we dig in further and resolve this issue for you. 
  
  Thank you,
  The Province Management

• Initial Complaint

  Date:01/06/2025

  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 am a parent of one of the students currently displaced at an American Campus Communities, ACC from here on, by the flooding on all three floors of the dorms. This took place on 29th-31st of 2024. Our student was not notified until today, 04Jan2025, that flooding had happened and that their room was already entered without them being notified by unknown people and their roommate's things had been removed without her knowing. The building has been having issues with water and laundry not functioning correctly for almost a month now. Then due to maintenance not being completed properly many students have now lost personal affects due to the flooding that has happened. We found out that while the students are displaced the extra expenses being incurred are not being reimbursed. And while they are displaced, they are still being expected to pay rent, instead of having it pro-rated, for rooms they are not able to live in due being uninhabitable thanks to this failure of building management personnel and company. This and the lack of proper communication from the building management personnel to the occupants is completely unacceptable and considering how much is being paid for the students to stay there. The person we talked to, a 24/7 operator for ACC, ******* who was completely unprofessional and rude.

  Business Response

  Date: 01/09/2025

  We appreciate you bringing these serious concerns to our attention. We understand the distress caused by the flooding incident and the subsequent lack of communication regarding your students living situation. We will follow up with one of the managers on-site that should have notified the students effected and follow up with your student and their roommate(s) directly regarding any concerns.
  
  We are committed to ensuring that all residents are treated with respect and transparency, especially during such challenging times. We will investigate the and the handling of the situation, including the reimbursement for extra expenses however, at this time we are showing that your student has been given a hotel at our expense. Thank you for your patience as we work to resolve these matters.
  
  Best regards,
  
  ******* ******-********
  (she/her/hers)
  
  Director of Property Management
  
  ************
  T: ************ 
  
  ******************
  T: ************
  
  **********************************************
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After hurricane ******, my roommates and I returned to our apartment at the province to find mold in one room and moisture all in our door frames. They came in to do a moisture scan, and ended up ripping out the flooring in one of the rooms, most of our living room floor and a decent amount of drywall around our back door. After discovering all of that mold, they neglected to scan the other two remaining rooms for moisture, one of them being mine. It took them from October 17th to December 13th to fix our living room so we were unable to use it for 2 months and they are offering no compensation. Having asthma, Ive had a really hard time breathing in my room the past couple weeks, and I have been experiencing things like brain fog, fatigue, nasal drips, etc. on December 21st, I went into my closet and found one of my backpacks COMPLETELY covered in mold, and mold growing all over my dresser. I am now living at my moms, unable to reside in my apartment with no answer from the complex. It is disgusting and I know have to get tested for mold toxicity. If it comes back positive, we will be getting an attorney due to the health effects it has been causing since they wanted to be lazy and neglect other rooms.

  Business Response

  Date: 01/03/2025

  Hi ********,
  
  We appreciate your details and outlining the concerns! We apologize that your experience in our community has not met your standards and appreciate your willingness to work with us to help make things right. It is all of our goals for you to be happy and healthy in your home. Our Service Team came to your apartment on Friday, 12/27, once reported. The affected items were removed, the area was treated with biocide, and a dehumidifier was installed as a preventative measure. Readings were taken over the period of three days and everything came back normal.  With further investigation, the inoperable vent fan is believed to have created higher humidity than normal in the environment that would also be cause for the growth. This has been repaired, and a duct cleaning has been scheduled for the unit for the week of the 6th.
  
  The Director of ******************* for *****, Summer, will serve as your point of contact and assist you with any questions or future needs. We appreciate your patience and understanding while we dig in further and resolve this issue for you. 
  
  Thank you,
  The Province Management

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings, my name is ******** *****. I am living at the ************** property and it has been a horrible experience for me as we speak. I was told countless times that I would be able to move in the week of Aug 19th. From the 20th - 24th. Then they told my mom that I could move in Saturday from 10am to 7pm. We arrived at 4:30pm on Aug 24th to have no one else here from the property. I was only able to move in because our front door latch was broken and my roommates had explained it to me. Upon moving in everything made me want to the leave. From the broken front door, the horrendous air filter that needs to be replaced, to my whole bathroom either not being done or falling apart, wasps on my balcony, and mold growing in my closet. I made a service request as soon as I moved in. It took a while for them to come but they were not fixing anything. I had to beg for them to fix the front door ****. Which was fixed Aug 30th, well beyond when I told them and call to make sure someone did it ASAP. I got my keys Monday Aug 26th. And fell ill with covid from Aug 28th - Sept 8th. I told them to fix it ASAP due to me also having asthma. I made several service requests. But still til this day no avail! I am having a hard time living here and I know these conditions are not up to code at all ! They also harassed me, knowing I was ill and put extra fees on my account and have not kept their word about being understanding. I had to pay $1,980.00 and I havent had anyone come fix ANYTHING and now my shower ceiling is caving in. I have moved most of my things into my main room because Im scared of the molding in the closet and the ceiling caving in the bathroom looks hazardous so I cant shower !! I have videos and pictures of everything from when I moved in. I am still sick and now struggling cause they are not keeping their word. Now they are trying to evict me and not do the rent reimbursement.

  Business Response

  Date: 12/02/2024

  Hi ********,
  
  We appreciate your details and outlining the concerns! We apologize that your experience in our community has not met your standards and appreciate your willingness to work with us to help make things right. Based on the service requests in your account, all pending items reflected as completed on 9/13/2024 with no new requests entered. After your meeting with our Director of ******************** Summer, a new request was entered for anything that needed attention in the apartment. Our team will remain in contact with you and follow up to confirm as these items are completed. For your account, our Resident Account Specialist has been made aware of the adjustments needed and will have these reflected on the account by the end of the week, 12/6/2024. In addition to this, Management will continue to work with you on the relet process and provide a onetime courtesy waive of the relet fee to help expedite this process for you. 
  
  The Director of ******************* for *****, Summer, will continue to serve as your point of contact and assist you with any questions or future needs. We appreciate your feedback and apologize for the misunderstanding and miscommunication here. 
  
  Thank you,
  *************************

  Customer Answer

  Date: 12/05/2024

  Complaint: 22576523
  
  I am rejecting this response because: I havent received any refund from September or November to move. It was understood that I would have that to move so I dont owe them but they are taking their time and I have gotten sick again. 

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

  Business Response

  Date: 12/18/2024

  Hi ********,
  
  We appreciate your continued patience. Members of the Service Team and a Vendor were scheduled to assess any pending items in your apartment on 11/26, with notice being sent in advance. They were denied entry, and our team has made attempts to reach out to you in an effort to inspect any pending items reported and chat with you further on your account status and pending move out. Please reach out to our Director of ******************** Summer, for next steps to ensure we are able to resolve any remaining items for you as quickly as possible.
  
  Thank you,
  *************************

  Customer Answer

  Date: 12/30/2024

  Complaint: 22576523
  
  I am rejecting this response because:
  We agreed to have me receive payment to relocated 
  Regards,
  
  ******** *****

  Business Response

  Date: 01/03/2025

  Hi ********,
  
  Thank you for the follow-up and your continued willingness to work with us! Director of Property Management, Summer, was able to meet with you on 12/19 to discuss any pending issues, schedule times for service request completion that suited you and your roommate's schedule and review the status of your account.  Your account should be reflective of all necessary changes next week and we will gladly work with you on a payment agreement for the remaining balance once the system is updated. Summer will continue to be your main point of contact for next steps to ensure we are able to resolve any pending items for you.
  
  Thank you,
  *************************

  Customer Answer

  Date: 01/06/2025

  Complaint: 22576523
  
  I am rejecting this response because: you guys are just saying something about the payment plan and not about the money to move from September because I was supposed to move them. 
  
  Regards,
  
  ******** *****