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

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  American Campus Communities

  505 W 22nd St Austin, TX 78705-5210

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  The Province

  600 Ruggles Place Louisville, KY 40208

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:04/29/2024

  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 is a student at the ***************************. I was seeking an apartment for him for the school year 2024/25. While speaking to the Leasing Agent at ************, I was informed that if I don't lock in now, the rates would be going up as we get closer to the next year. Feeling pressure, I signed the lease. On April 25, I checked on the apartment and the rates had in-fact dropped. I attempted to rectify the situation by asking for the rate that is now offered. Especially, since I was never told the rates may drop. However, I was denied.Had I been informed the rates may drop, I would accept the responsibility. But that wasn't told to me. In fact, I was told the opposite. I was told the rates would be going up. I believe this is an unfair business practice and I am seeking the present rate of &834/month. I am no locked in for $944/month. I will be responsibile for $11,328 for next year. I'm not asking to get out of the lease. i'm asking for a fair adjustment.

  Business Response

  Date: 05/08/2024

  Hello ******,
  
  Thank you for reaching out. Pricing decisions are based upon data and conditions prevailing at a given point in time.  We base our pricing on various factors such as - competitor pricing, changes in supply,university enrollment and other factors that affect the market. It is desirable to increase prices from the point at which we begin marketing until the point we complete our leasing for a given lease term.In many cases this  is what happens and typically peoplewho sign at the earliestpoint enjoy the lowest rates. However, if sales are slower, it is sometimes necessary to offer special rates or incentives. We are  not able to rewrite contracts for persons who already signed a lease at an earlier time for the then advertised rate.There are non-monetary benefits available to residents who take the initiative of signing leases early. Early signers typically receive advantages in terms of unit selection, room and roommate assignments and minimizing the cost of moving (for our renewals).  If you wish at this time to get out of your lease agreement you can relet your space. This means you would find someone to fully take over the agreement and once that person is found you would pay the $300 relet fee per your lease agreement. You can begin this process in your portal by filling out your intent to relet request. If you have any more questions about this process you can reach out to our office.

  Customer Answer

  Date: 05/09/2024

  Complaint: 21639202
  
  I am rejecting this response because: The response does not give any satisfaction.  I understand the concept of supply and demand.  This is not the issue.  The issue is the deceptive practice your employees engage in when they don't tell the truth.  I was told that if I do not lock in quickly the rates WILL go up the closer we get to the semester.  Which was false.  I should have been informed that the rates fluctuate based on what you stated above.  Then, I would be an informed consumer and it would be my responsibility as I have all the information to make a decision.  This is not what occurred.  This is unethical and unacceptable.   To add insult to injury you offer me to sublet for a fee of $300.  There is nothing special about this.  I would have to pay this anyway.  

  The lease is a contract and the law states if both parties agree to void it then it voidable.  So to say, there is nothing you can do, is also not true.  I am willing to sign a lease for the advertised price of $843.  The fact that you are not willing, confirms your belief that the deceptive practice is acceptable and preferred.  In addition, it should be noted that your ****** rating is 3.2.  Not to meniton, I wrote the *** ***************************** two times and he never responded.  Those should have been a red flag for me.  But my son really liked the place.

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

  Business Response

  Date: 05/13/2024

  Hello ******,
  
  Thank you for the additional feedback and outlining your concerns. We apologize for the confusion or frustration caused here. At any point during the leasing process,the rate can increase or decrease. We recommend signing and locking in the current rate offered at the time to avoid any change and ensure the space is guaranteed based on the availability at signing. Based on our data, market conditions, and slower sales, we are within the right to offer special rate or incentives. We are unable to rewrite contracts signed previously to reflect the current special/rate. As previously communicated, to get out of the lease agreement you can relet your space by finding someone to fully take over the agreement. We are willing to waive your $300 relet fee for this process. If you are interested in this process, please complete the Intent to Relet form in your portal. Please let us know if you have any questions!
  
  Thank you.

• Initial Complaint

  Date:04/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to rent a 2b2b private apartment from *************** in 2022. I paid application fee $199 and administrative fee $149, and the total is $349 after their promotion, intending to applying for this specific plan. During the application process, I was required to list three preferences (see Picture 1), but since the only floor plan I desired was the '2b2b private' option, I included two additional choices.Upon reviewing their available floor plans (see Picture 2), I observed that they had fewer vacancies for 2b1b and 4b2b units compared to the 2b2b private. Notably, when they did have availability in '2b2b private' layout, there were already waitlists for other floor plans. So that I can make sure that the '2b2b private' option is my only option to be assigned.After completing the payment and receiving receipt (see Picture 3), I discovered that '2b2b private' had "limited availability"(Picture 2 is earlier than I finished the payment so it doesnt represent the status of floor plans when I paid fee),and when I finished the payment, I noticed that unlike my friend, who applied earlier and promptly received a contract, I did not receive one. Upon inquiry (see Picture 4), they told me they didn't have '2b2b private' availability even though they showed they have "limited availability". They refused to pay me back and they said they would contact me if a'2b2b private' unit became available in September, and still, they didn't guarantee anything because they said "might be an opportunity", and by then, it would be too late for me to secure accommodation for my program starting in August.As a new international student, I was initially unaware of the applicable laws. Consequently, I did not contest the fee charged by Chestnut Square at the time. However, upon gaining familiarity with American laws, I now believe that the fee they imposed was unjustifiable. I seek reimbursement of this fee (see Picture 6), as I feel it was unreasonable given the circumstances.

  Business Response

  Date: 05/03/2024

  Dear *****,
  Thank you for reaching out to us regarding your experience with ***************. We appreciate the opportunity to address your concerns and provide clarity on the matter.
  First and foremost, we understand your disappointment regarding the availability of the specific floor plan you desired. At ***************, we operate on a first-come, first-serve basis for leasing, and while we strive to accommodate our residents' preferences to the best of our ability, availability is subject to change at any given moment. We apologize for any inconvenience this may have caused you.
  Regarding your application and administrative fees, we want to clarify that these fees are non-refundable, as stated in the terms and conditions of the application process. These fees cover the administrative costs associated with processing applications and securing living arrangements. While we sympathize with your situation, unfortunately, we cannot refund these fees as they are standard practice in the industry.
  We understand that you were specifically interested in the '2b2b private' floor plan and included it as your top preference. However, as you may know, availability can fluctuate rapidly, and despite our efforts to provide transparency regarding the status of available units, we cannot guarantee the immediate availability of any particular floor plan.
  We did have options available in your third choice, and while we understand that it may not have been your preferred option, we strive to ensure that all our residents have access to suitable living spaces. We want to reassure you that as long as you are not applying for the waitlist, we can guarantee you a living space within our community.
  We regret any confusion or frustration you may have experienced throughout this process. As an international student, we understand that navigating housing options in a new country can be challenging, and we apologize for any inconvenience you may have faced.
  Please know that your feedback is valuable to us, and we will use it to improve our processes and communication moving forward. If you have any further questions or concerns, please do not hesitate to reach out to us directly. We appreciate your understanding and patience in this matter.
  

  Customer Answer

  Date: 05/06/2024

  Complaint: 21601959
  
  I am rejecting this response because:

  As per the *** I initially uploaded, my three choices are 2b2b private, 2b1b private, and 4b2b private in Picture 1. You replied to me and said you have a 4b 2.5b (Picture 4-4), which is not my third choice. Therefore, your statement "We did have options available in your third choice" was incorrect. The reason I paid these "non-refundable fees" is because you said you have "limited availability" of 2b2b rooms, but in effect, you dont have any. The wrong information on your website made me pay these "non-refundable fees", I am thinking this is a FRAUD. Hence, I am not supposed to pay for fraud. Even in the last email, your statement "We did have options available in your third choice" is a lie. 

  
  Even though you mentioned those are "non-refundable fees", that should be based on the circumstances where you have rooms but I no longer wish to stay with you, or I didnt get the room due to my own mistake, such as not signing the lease in time. But the fact remains that it is your mistake that you provided the wrong information (you said you have "limited availability" while you have no rooms); thats entirely your mistake.

  
  I wont pay for mistakes that are not mine, and I will never give up arguing and pursuing legal action.
  
  Regards,
  
  *********************

  Business Response

  Date: 05/16/2024

  Hello *****, 
  We appreciate the opportunity to clarify the situation.
  Upon reviewing our records from 6/3/2022 , it appears that you selected the 4-bed, 2.5-bath townhouse during the application process. However, we had availability in both of our 4-bedroom floorplans at the time you applied. As stated in our policy, we lease on a first-come, first-serve basis. From your documents, it looks like the screenshot was from before you submitted the application. Below is what we have listed in your account from after you submitted it.
  
  Our intention is never to provide misleading information, and we regret any misunderstanding that *** have occurred. The "limited availability" message refers to the high demand for certain floorplans, which can change rapidly.
  Unfortunately, as per our policy, we cannot offer a refund for the non-refundable fees, as options were available at the time of your application. These fees are in place to secure a spot based on the availability at that moment, and they ensure fairness in our leasing process.
  We strive to provide accurate information and a transparent leasing process. We apologize if this situation has caused any frustration or inconvenience. If you have further concerns or need additional assistance, please do not hesitate to reach out to us directly.
  Thank you for your understanding.

  Customer Answer

  Date: 05/18/2024

  Complaint: 21601959
  
  I am rejecting this response because:
  

  Firstly, I doubt the reliability of the screenshot you uploaded. I have uploaded the original proof this time. Even though it is the chat I had with my friend in Chinese, you can see the date is 03/30/2022. I finished the application and never changed it. As a system owner, you can easily change my application record or offer a random picture from other applicants. So, I doubt its from me or that its real.

  Secondly, you admitted that we regret any misunderstanding that *** have occurred. The limited availability message refers to the high demand for certain floorplans, which can change rapidly. This means you admitted your system updated slower than your real circumstances. This led to me paying $349 when you showed limited availability while you had already sold out 2b2b private units. As for proving that the screenshot showing limited availability and my application submission happened simultaneously, I can't provide the screenshot because I didnt take it at that time. Even if I did take the screenshot, if I hadnt submitted the application and taken the screenshot simultaneously, you could still argue that the screenshot was taken two minutes earlier than the application submission, and the system status changed within those two minutes.

  However, the email screenshot in my initial statement, from 4-3 to 4-5, can prove that I asked you why you showed limited availability for 2b2b private when you had none available. You didnt deny this and asked me to change my preference. But no matter what my third preference is, I paid the fees because your system showed limited availability for 2b2b private, not waitlist. You should update your system immediately when you no longer have 2b2b private units, like other floor plans. The 2b2b private option was presented on your website as limited availability when I paid, not waitlist.

  I dont care about your policy regarding non-refundable fees; we follow your policy assuming we are at fault. However, in this case, it is your fault. Therefore, you should return the money due to your misleading information.

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

  Customer Answer

  Date: 05/20/2024

  Complaint: 21601959
  
  I am rejecting this response because:

  Firstly, I doubt the reliability of the screenshot you uploaded. I have uploaded the original proof this time. Even though it is the chat I had with my friend in Chinese, you can see the date is 03/30/2022. I finished the application and never changed it. As a system owner, you can easily change my application record or offer a random picture from other applicants. So, I doubt its from me or that its real.

  Secondly, you admitted that we regret any misunderstanding that *** have occurred. The limited availability message refers to the high demand for certain floorplans, which can change rapidly. This means you admitted your system updated slower than your real circumstances. This led to me paying $349 when you showed limited availability while you had already sold out 2b2b private units. As for proving that the screenshot showing limited availability and my application submission happened simultaneously, I can't provide the screenshot because I didnt take it at that time. Even if I did take the screenshot, if I hadnt submitted the application and taken the screenshot simultaneously, you could still argue that the screenshot was taken two minutes earlier than the application submission, and the system status changed within those two minutes.

  However, the email screenshot in my initial statement, from 4-3 to 4-5, can prove that I asked you why you showed limited availability for 2b2b private when you had none available. You didnt deny this and asked me to change my preference. But no matter what my third preference is, I paid the fees because your system showed limited availability for 2b2b private, not waitlist. You should update your system immediately when you no longer have 2b2b private units, like other floor plans. The 2b2b private option was presented on your website as limited availability when I paid, not waitlist.

  I dont care about your policy regarding non-refundable fees; we follow your policy assuming we are at fault. However, in this case, it is your fault. Therefore, you should return the money due to your misleading information.

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

  Business Response

  Date: 05/28/2024

  At the time of your application, we still had spaces available for you to sign. We cannot guarantee a floor plan, especially when it has limited availability, and you agreed to the nonrefundable fees when you submitted your application.Despite not getting your first choice in floorplan, you still could have signed a lease for any available floorplan.

  
  Regarding your concerns about the screenshot, I understand your doubts, but I assure you that the information provided is accurate and has not been altered. Our system is designed to reflect real-time availability as accurately as possible. The message about "limited availability" does indicate high demand, and unfortunately, this can lead to rapid changes in availability that *** not be immediately reflected.

  
  You mentioned that our system updated slower than in real circumstances, leading to confusion and frustration. We regret any misunderstanding this *** have caused. It's important to note that the availability of floor plans can fluctuate quickly due to high demand, and while our system aims to be as current as possible,there can be brief lags.

  
  We understand that this was a significant factor in your decision to apply, however this is why we ask applicants to select more than one option especially when floorplans are listed for limited availability. Our intent was never to mislead, and we strive to provide accurate information at all times.

  
  We understand your frustration regarding the nonrefundable fees. Our policy is in place to manage the high volume of applications and ensure fairness to all applicants.

  Customer Answer

  Date: 05/28/2024

  Complaint: 21601959
  
  I am rejecting this response because:
  

  "Limited availability" does means you have that kind of floor plans, otherwise you would say "waitlist". You said you have but you don't that is your problem. I agree it is nonrefundable only under the circumstance that I notice you have 2b2b private and I can make sure I can live in one of my preferences. But you didn't have available 2b2b private rooms and you said you have in your system to fraud people to pay for application fee, so that you can assign your rest and unwelcome floor plans to students. No matter what you are saying, I still doubt the reliability of the screenshot you uploaded. And you said you assure that the information provided is accurate and has not been altered, I am also going to say the picture that I upload is real.

  I dont care about your policy regarding non-refundable fees; we follow your policy assuming we are at fault. However, in this case, it is your fault. Therefore, you should return the money due to your misleading information.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/08/2024

  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.

  Dear BBB: I am a 60 year old member of the 515 community. I have lived here for four years. I have Autism Spectrum Disorder. I feel comfortable living with younger folks.I have run into an issue with the current administration which I cannot resolve. We are managed by *********************. I receive Section 8. I have been approved since November 2023. I have received a voucher. The hold up at this point is having American Campus Communities (The 515 building) sign a contract. The government HUD and Homes for Good in ****** have all approved this amount and my renter qualification but I simply cannot get ********************* or *************************** to sign my contract.I have never seen this kind of stonewalling occur since November and more recently February 2024. When I ask at the front office if someone can please call, there is no response. When I email, there is no response.I have begun to experience extreme anxiety and debilitating depression regarding this matter.Can you please help?

  Business Response

  Date: 05/30/2024

  Hi there, we have signed the contract referenced in this complaint, and we provided the additional requested documents in April ********************************************************************************************************** advance of this complaint and returned to Homes for Good. Additionally, we have received payment from Homes for Good and have been under the impression that this was resolved. If any additional documentation is needed, we are unaware of the need and will need the resident to contact management for further assistance.

• Initial Complaint

  Date:04/01/2024

  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.

  This complaint is in regard to Callaway Villas student apartments in College Station TX. My daughter is attending TAMU and I am the guarantor on her lease. My daughter is distraught over a non-working dishwasher in her apartment that she shares with 3 roommates. There have been a total of 6 maintenance requests put in for the dishwasher, and the unit is still not working as of the submission of this complaint. American Campus communities is violating the lease agreement by not providing a working dishwasher. I pay $900+ a month for rent and my daughter does all her cooking in the apartment to save money. The dishwasher problem started in January 2024 when water was leaking from underneath the unit during every cycle. The leaking water was remedied, but several other problems have developed with the dishwasher and now the unit will not operate at all. This negligence of Callaway Villas and American Campus Communities is causing unneeded stress on a busy college student.

  Business Response

  Date: 04/02/2024

  Good morning - 

  *************** on behalf of Callaway Villas regarding complaint #********.  As soon as we received notification that there were ongoing issues with the dishwasher, a new dishwasher was ordered.  The new unit should arrive today 4/2 or tomorrow 4/3, and we will **************** as soon as we receive it.  I have spoken to ****************** and made him aware that a new dishwasher will be installed in his daughters unit as well.

  If there are any further questions, please let me know.

  Thank you!

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I was contacted in person by management at Callaway Villas in College Station. A new dishwasher will be installed at the apartment this week.

  I am fully satisfied with their response to complaint ID ********. 

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

• Initial Complaint

  Date:03/28/2024

  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.

  Was just called A Racial Name by someone named ****** who represents customer service. She needs to be fired!

  Business Response

  Date: 03/28/2024

  American Campus Communities takes your complaint very seriously and we assure you we will investigate and handle accordingly.

   

• Initial Complaint

  Date:03/13/2024

  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.

  I have been contacted and harrassed by *********** and American Campus in *********, ** at ****************************************. I filled out an application for a 4 bedroom/4bathroom apartment and was told that I can't reside there because of a past eviction that is being paid off with their partner ******* in *********, **. I was going through an housing discrimination issue which led to an eviction and I am currently paying off this eviction. After they notified me that I could not reside at American Campus because of their partnership with *******; all leases were cancelled. Today a charge tried to post to my account, which I have attached a picture of for view for a total of $400.00 for move in costs and this is after I spoke with them over the phone about them having to cancel the lease. This is unacceptable, American Campus have been harassing me in emails and I have called to tell them to please remove my information from their system. If this continues to persist I am going to have to get a lawyer involved to deal with this and will go ahead and continue report to the Better Business Bureau. They discriminated against me from living there and I am asking for no further contact via email from this business unless it has to do with this report.Regards,Nyiema

  Business Response

  Date: 03/14/2024

  On Wednesday, March 13th Nyiema reached out to the office regarding her account being charged incorrectly. Management informed ****** that her auto-pay account was never canceled. A refund has bee issued out to Nyiema, and it will take 3-5 business days to receive. Management will also unsubscribe Nyiema from the contact list. ****** has been made aware and did not bring up any other concerns.

• Initial Complaint

  Date:03/04/2024

  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.

  There is so many negative experiences I have had since moving into my complex this past summer. I have a diagnosed disability and an emotional support animal, I was originally told by the property manager that all I needed to do was supply a doctors note along with my request to be on the first floor and I would be all set. I signed my lease in ************** weeks before I moved in to my apartment in May I was told that I would either need to not bring my emotional support animal, be on the second floor, or they would void my lease. This was months after telling me that they would have no issue accommodating my legal disabilities.The leasing office is frequently closed without notifying tenants which has led to numerous packages being stolen. When walking my dog I heard a girl scream in another building, she sounded terrified. I called the curtesy officer number multiple times and received no answer. I had to call the police and let them into the building to investigate. My complex never followed up to ensure that everyone was safe.

  Business Response

  Date: 03/06/2024

  Good afternoon,

  
  Thank you for bringing these matters to our attention. We apologize for any frustrations or inconveniences they may have caused you.

  
  Regrettably, we were unable to fulfill a first-floor move-in request due to availability constraints at the time. However, we were able to facilitate a transfer to a first-floor unit for you, waiving the transfer fee,which is where you are currently residing.

  
  As previously discussed with the management team, any concerns should be communicated directly to the office via phone or email. This ensures proper tracking and resolution of issues through the appropriate channels. In the event of an emergency, please contact local emergency services, as *********************** cannot guarantee individual safety or security but will address issues promptly as needed. After-hours communication is available using the same office phone number: ************.

  
  Notification of office closures is disseminated through multiple channels, including notices on office doors, social media, and email, to ensure all residents are informed. We apologize if you missed these communications and will strive to enhance our communication efforts in the future. Delivery drivers are aware of office closures and typically reroute packages for delivery on the next office day. If a package was left outside, please inform us so we can liaise with the courier to prevent future occurrences. While we haven't received reports of missing or stolen packages, we encourage you to reach out directly to the distributor to address your concerns.

  
  Your feedback is valued, and if you have any further inquiries or issues, please don't hesitate to contact the office directly for assistance.

  *********************** Management Office

  Customer Answer

  Date: 03/06/2024

  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:03/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter, *******************, rented a room at The Suites at ***************************. for the 2023-2024 school year. That lease is being honored by both parties. In November, 2023 my daughter planned to remain at *** for the following school year and we signed a lease for the 2024-2025 school year to obtain a discounted rent. Our financial situation has changed and **** will be withdrawing from *** at the end of this term and not returning. We have been told 1) she cannot live at the Suites in 2024-2025 as she will not be a student and 2) we are responsible to pay the lease (for a room she cannot live in) or relet the room. Is it legal to demand rent and then deny access to living in the room? We are trying to cancel the lease with a 6 month warning, which I believe is more than reasonable. Please help. Thank you.

  Business Response

  Date: 03/06/2024

  Dear **************,
  
  Thank you for reaching out regarding you and your daughters change in circumstances for the Fall ****************************************** reletting your daughters lease the terms of the relet release are located on page 5, section 2. Lease Term, and paragraph 3 of this section of the lease agreement references this situation directly the need to relet the lease since the resident will not be able to move into the residence.The lease agreement is in Kiras resident portal under the widget for Leases.
  
  To begin the relet process, we will need to receive a signed Intent to Relet Form from **** thats located in her resident portal click on the widget for Leases, click on the lease number, and click on Request to Relet to complete this form. The Team at The Suites is dedicated to assisting with having ***** lease taken over, and as soon as we have a Replacement Resident thats completed the necessary steps our Team will reach out via email to confirm the release from the lease agreement. Again, we are committed to assist you with this process and if there are any questions we can help with, please reach out directly to our office.
  
  Best,
  
  The Suites 

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service 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.

  We moved into our apartment in August of ********************************************************************** the past few months, the monthly price has gone up exponentially. In our lease, and over email, ***************** has said that the building Master Meters. In other words, theres one electric meter for the entire building and UC uses some formula (that we are *********** upon request) to figure out how much each resident owes. A month ago, ***************** claimed that our share was approximately $400 for our 950 square foot apartment. Nothing has changed on our end as to usage that would warrant such a drastic hike in our electric bill. For reference our first few months were in the range of $30-$70 per person. We spoke to ***************** and asked for this allocation formula but they have refused and passed us onto Zego and PSE&G saying they play no role in the billing, a violation of our lease agreement with UC Zego has informed us that UC has individual meters. Furthermore, they do not decide how much we are charged, and that number comes from UC directly. PSE&G refused to speak to us because our names are not attached to the meter. UC then again refused to give us any allocation forumlas A maintenance staff at UC came to the apartment. He said he would speak to PSE&G regarding the issue: we are still waiting to hear back. He did confirme that UC has individual meters for each apartment to UC's lease and what they have told us. UC has not responded nor have they given us this allocation formula despite repeated requests. Our latest electric bill is now $564. We paid our last electric bill under protest as a measure of good faith so there would be no late fees or additional charges and believed that once this issue is resolved, the proper refund would be given.

  Business Response

  Date: 02/19/2024

  Consumer:  ***********************;  Complaint#********

  We have reviewed the compliant from *********************** regarding his utility charges here at ******************* *************************************************************;  07103 
  After conferring with our Utility Director, the Third Party Charges on the bill are where our electric supply costs are billed, this is essentially the cost of the actual electricity being used. In July 2021, we signed our current electric supply contract with Constellation at a rate of $0.09128/kWh. In the bill provided, the unit used ***** kWh which is then charged at that electric supply rate of $0.09128/kWh to come to the Third Party Charges of $394.15. All of the Third Party Charges will be calculated using this same basic method, $0.09128 multiplied by the usage for that month. This rate will remain the same until November ****.  On 2/1/23 we called for PSE&G to inspect the new meter that was placed on 10/2023 and are waiting for a response back  from them on date/time they can inspect.  Our Maintnenance Manager will contact them daily until we receive an day/time .  Our HVAC vendor PMR will be out today 2/19/24  to inspect the heater inside his unit and inform us of any abnormalities .Until we get a better idea from these vendors, we can then form a decision.We also went back to compare ****- 2023-2022 and are finding the charges from prior years were higher than what is being charged currently but again are having this all inspected.****** has also reached out to us, and we are working on a solution.Any late fee charges will be removed from his account.  We have informed ****** that he can refrain from paying his utilities or he can make the payments due and we will adjust once a decision is rendered.  If more information is needed please feel free to reach out.

  Customer Answer

  Date: 02/19/2024

  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:02/13/2024

  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.

  I moved into The Suites at ********* Campus and the janitorial upkeep is atrocious. Trash everywhere, community kitchens ruined, always has a disgusting odor. I pay $1389 a month to live in these conditions, im disappointed to say the least.

  Business Response

  Date: 02/19/2024

  Dear ****************,
  
  Thank you for bringing your concerns to our attention. We strive to keep our facility in a clean and working order, and we are apologetic that we have not been living up to your expectations. Unfortunately, this is the first we have heard about your concerns and had you brought them to us when you first had them we could have addressed them immediately. Moving forward,please contact our office directly if there is anything of concern that our team needs to take care of, so we can address it immediately. 
  
  Best,
  
  The Suites Management 

  Customer Answer

  Date: 02/19/2024

  Complaint: 21285028
  
  I am rejecting this response because: It is not my job to make sure you keep your facilities clean, and I definitely not the first person who has complained about the Iiving standards at The Suites. Either hire janitorial services to come more than once a week and actually start fining people for destruction of property. I have contacted your office and was brushed off and told there was nothing that could be done. I also was not offered any of my rent back which I should given the fact the building is falling apart. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 02/27/2024

  Dear ****************,
  
  We are sorry you arent satisfied with the property cleanliness.If you would please provide specific areas of concern so we can rectify any outstanding issues, we would appreciate it. Its our goal at American Campus Communities to make sure every customer has a positive experience. Weve met with our on-site maintenance and housekeeping team to review expectations and specific notes, and we will be seeing improvements moving forward. Unfortunately, we will not be offering a rent compensation. We appreciate you choosing The Suites as your home this year, and we will continue striving to make your experience a positive one. 

  The Suites