Complaints

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

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  American Campus Communities

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

• 

  American Campus Communities

  4151 Wellborn Rd Bryan, TX 77801-3882

• 

  UClub on Woodward

  700 N Woodward Ave Tallahassee, FL 32304

• 

  American Campus Communities

  1001 Uta Blvd Arlington, TX 76013-6937

• 

  The Suites

  305 E McConnell Dr Flagstaff, AZ 86001-6500

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

• Initial Complaint

  Date: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.

  On Feb 7th, 2024, our residents at ********** Apartment (***************************************************************) receive an email from American Campus Communities that they would install the vinyl wood plank flooring in the following 6 months. No one talked to us about the replacement before and our residents are still in lease right now. They force us to move out for a whole day to help their installation without any compensation.Furthermore, instead of allowing residents to schedule a convenient time for the replacement, we are being instructed to vacate our premises within a restricted timeframe (only 1 day to choose). This approach not only inconveniences us but also fails to consider our individual circumstances. If we can't meet the time requirement, we will be charged for 200$ delay fee. I think this requirement is unacceptable and inappropriate. Our residents are not necessarily to help them do the extra installation. Therefore, I tried to contact them with the email *************************************************************** But it cannot be reached out and my email was returned immediately. Besides, they mentioned that due to the 12-month long lease, they cannot install the floor after ending the lease. However, I would like to bring to your attention that there exists a month-long interval between the expiration of the old lease and the commencement of the new lease. This provides a suitable window of opportunity to execute the flooring replacement without causing undue disruption to residents' lives.I feel really disappointed about their rude and improper decision and hope they can halt the current plan immediately and reconsider carrying out the replacement during the interim period between leases.

  Business Response

  Date: 02/19/2024

  ********,

  Willowtree Apartments and Tower have been marketing and advertising the vinyl upgrade project from as early as November 2023 through a variety of mediums including building flyers, office signage, social media, and website advertising.Management provided notice to all tenants via email regarding the commencement of the project starting February 12th with an estimated completion time within 6 months. Tenants will be receiving notice in advance regarding their scheduled date for the vinyl upgrade will be completed for their respective unit. Management understands the inconveniences of having to move our personal items around to accommodate floor space for work to be completed.This is why management is providing advanced notice of the project to help tenants best prepare for this 1 day project. Management is providing assistance to those that need extra assistance to make sure that the project proceeds as efficiently as possible. Management is not requiring any tenant to vacate their unit or remove any personal items from their unit. Management is requiring tenants to organize their belongings to where it is easily move-able within the unit in order to have floor space available. Management is even providing containers to tenants to help organize. The work is scheduled to begin as early as 8am and work has on average finished around 5:30pm per apartment. Again,this does not require the tenant to vacate but simply have their personal items organized to where they may be moved to different spaces in the unit. The disruption will be minimized to within the work day and no vacating is required. The vendor performing the work is on a strict schedule to complete the entirety of the project by a deadline. There is no flexibility in terms of date of work to be complete. This is why we provide ample notice to tenants to best prepare for their day. Unfortunately, this is not a process that can be completed in the turnover timeframe you are referring to in your complaint.There are too many units to be able to complete this project in that timeframe.Management has successfully completed all scheduled vinyl upgrades up to date and remain on schedule. Management will continue to reasonably assist all tenants to make sure this project causes the least disruption possible. You may contact the manager of Willowtree Apartments and Tower by emailing *************************************************************** American Campus Communities customer service email is ****************************************************************.

  Customer Answer

  Date: 02/19/2024

  Complaint: 21283296
  
  I am rejecting this response because:
  

  1,  *********** does't inform our residences through email. The first time I knew this floor changing plan was on Feb 7th. (See the attachment Screenshot).  

  2,  You does't explain why they cannot move the floor replacement to the month-long interval between the expiration of the old lease and the commencement of the new lease.

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

  Business Response

  Date: 02/28/2024

  Ruifeng,
  
  Willowtree Apartments and Tower sent an email to all residents on 2/7/2024 to inform them of the upcoming project for flooring replacement. This was the initial email preparing tenants for the project.Further correspondence is scheduled to be sent to tenants closer to their scheduled date. As stated before, your unit is scheduled for ***** 11th,2024. Management has scheduled to send follow up correspondences to you and your fellow tenants within weeks of your scheduled flooring replacement. The initial notice sent 2 months prior to your actual date and is a considerably reasonable amount of time to best prepare you for the upcoming flooring replacement. If you are seeking further information regarding the flooring replacement specifically for your unit management is more than happy to answer any questions you may have to better prepare yourself for this upgrade to your unit.
  The vendor is contracted to complete all work at Willowtree Apartments and Tower by June. This is why all units are being completed now through that time period. Unfortunately, there is not ample time to complete flooring replacements during the property annual turnover as the window between move out for former tenants and move in for new tenants is only a couple of weeks. This project requires over 2 months to complete. Luckily, the vendor is completing units within 7-8 hours per unit therefor no displacement is necessary. Management just asks that belongings are moveable to access floor space. Management is happy to assist with this process as well. More information will be sent to you and your fellow tenants towards the end of March to better prepare you for the flooring replacement. In the meantime,please dont hesitate to reach out to management at ************** or ************************************************************
  
  Willowtree Apartments and ****************

• Initial Complaint

  Date:02/07/2024

  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.

  My apartment complex did not notify me in any way, shape, or form that they were moving another resident into my apartment. I came home to a stranger in my apartment with no further explanation. All the manager had to say to me was there was a glitch in their system. I received countless calls about renewing my lease after repeating myself that I would not be doing so. How come I receive phone calls about renewing my lease, but not when they move someone into the apartment a month after the semester has already started?

  Business Response

  Date: 02/09/2024

  We apologize for the miscommunication. There was an error in scheduling your Notice of a New Roommate, and we have taken steps to prevent is issue from happening again. It is our policy to notify residents when they are expected to have someone move in, and we will be working to take extra step to ensure residents are notified in the future.

  Again we apologize, and if there is anything we can do for you moving forward please let us know.

• Initial Complaint

  Date:02/06/2024

  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.

  We have a lease with American Campus Communities (ACC) at *****************. We purchased renters insurance with Grad Guard when we started the lease and have kept it active by paying our monthly premiums. At the time of the lease renewal in August 2023, ACC started adding a monthly charge to our account. When asked why, I was told by *************************** that the charge was for renters insurance per the new agreement. I explained that we had insurance and was told by ******* that if we submitted proof, the charges would be taken off. I received the certificate of insurance and submitted it to ******* in September 2023. Since then, I have sent multiple emails to ******* and called the front desk staff at Uclub asking them to remove the unsupported charges and clear our account. There is no response. I have even asked if there could be additional issues outside the renters insurance and no response. Since ACC will not acknowledge my communication, I am reporting their unprofessional actions to the BBB. To rectify this situation, please check the account for ***************************, please see the submitted insurance certificate and please immediately remove the current $146.75 charges or communicate clearly in writing what the charges are for and how to resolve this quickly. Thank you ******** and *******************

  Business Response

  Date: 02/16/2024

  Management has communicated with the guarantor and explained our policies. Also, management is working with the third party company to credit the account. The customer is satisfied with the resolution. 

  Customer Answer

  Date: 02/16/2024

  Complaint: 21251456
  
  I am rejecting this response because: it has not been resolved yet. Their leasing agreement company has not removed charges. The manager did explain additional charges.  Their options for payment are unsatisfactory but that is their policy and will affect our future renewal. When the charges on the account are accurate, we will close this complaint. 
  
  Regards,
  
  *******************

  Business Response

  Date: 02/28/2024

  Management has confirmed the credit from the third party has posted on the account. All erroneous charges will be incurred the interim will be removed. The customer was satisfied with the outcome. 

  Customer Answer

  Date: 03/02/2024

  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:01/18/2024

  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 am the cosigner for my son's **** apartment, The Edge, in *********, **, operating under American Campus Communities at ****. **************** is "provided" by Single Digits through a contract with American Campus Communities, not directly to the student renters. Over 21 apartments at The Edge have had no internet since at least January 8, ****. When students attempt to resolve the issue through ***************** ******** on location, they are told to handle the issue themselves directly with Single Digits. Subsequent inquiries for assistance at the front office promise an almost always unavailable manager will contact the students to no avail. After five visits/calls/emails to the front office, plus five attempts for assistance from Single Digits tech support, we are filing a BBB complaint. We will also place formal complaints with the **** Housing Department, Single Digits BBB, and the ** AG and continue up the ladder until consistent and effective results for an internet provider are achieved. (Single Digits advised the next available tech appointment on location is at least 2 to 3 weeks out, and someone will have to get back to the renters to schedule the appointment. Please keep in mind these are college students in student-only housing without internet access during college semesters in ****. The outages at this location are regular (see reviews), and the Single Digits rating is 1.25 out of 5. I want the internet service available immediately to all students at The Edge, a dependable internet service provider contracted, and a fair refund provided to each renter depending upon days of no internet service. If students are your targeted market, then at least provide reliable and usable internet service and be actively involved in a resolution. Single Digits Case #********, no record, case, or tracking # provided by on-site property management.

  Business Response

  Date: 01/23/2024

  On January 12th, resident - *******************, reported that the internet service was not working for the unit via the online work order system. Like most providers, the internet provider can provide troubleshooting assistances with all residents over the phone and therefore, the properties internet provider requires residents to call the customer service line. Management attempted to call the resident to let them know to contact the internet provider customer service. The property was not able to get in contact with the resident and made a note on his work order request to call the internet provider. All notes left in resident work orders are visible to the resident. On January 17th, the property was notified by ****'s Dad around 5:30 PM that his internet is still not working and has been out since January 8th. At 5:30pm, the management team had already left for the day but management reached out to **** to gather more information on the morning of the 18th. Management was unaware that the unit internet had been out since the 8th as it was initially reported to us on January 12th. The General Manager then proceeded to reach out to the internet provider management team to assist in having a technician come out for repairs as quickly as possible. A technician was confirmed for January 19th to repair the internet, and as of January 19th the internet has been restored. The General Manager was in the unit and was able to confirm with the resident that the internet was working. The General Manager also confirmed with the internet provider that there are not 21 apartments without internet and have not been notified by residents that such is true. Management is currently working with **** and his roommates to properly address the inconvenience this has caused.

• Initial Complaint

  Date:01/15/2024

  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.

  They never did their due diligence to get the money from financial aid so that nothing was late and they never added our payments to our credit. I requested this multiple times and then I also sent them Experian Boost. This is for every semester that I stayed on-campus. If you need be to send the receipts of payment please let me know.

  Business Response

  Date: 01/16/2024

  Unfortunately, we are not able to identify this customer or the property they are referring to.  Would you please provide more information (Property name and location as well as leaseholder name) so we are able to respond to this complaint?  

  Thank you, 

  Customer Service
  

  Customer Answer

  Date: 01/20/2024

  Complaint: 21143327
  
  I am rejecting this response because: I have email correspondence with the business and they did absolutely nothing that was asked of them and did not treat the property as though it was a RENTAL though that is what we paid each month. At minimum since, they did not return deposits or secure their properties I was wonder it was they could not add this to my credit as an on-time payment.
  
  Regards,
  *****************************

  Business Response

  Date: 01/25/2024

  To whom it may concern,
  
  We appreciate the opportunity to address the concerns raised by the recent complaint regarding credit reporting practices at University Village.
  
  After a thorough review of our policies, we would like to clarify that our current policy does not mandate the reporting of any payment history, whether positive or negative, to credit bureaus. Our primary focus is on providing quality housing services to our residents, and credit reporting is not a standard practice within our operations.
  
  We understand the importance of accurate information and transparency, and we apologize for any confusion or inconvenience caused by the lack of credit reporting. We strive to maintain clear communication about our policies and appreciate the opportunity to make this clarification.
  
  If there are any specific concerns or if there are additional details we can address, please do not hesitate to provide further information. We are committed to resolving any outstanding issues and ensuring a positive experience for all our current and former residents.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  University Village Management
  

  Customer Answer

  Date: 01/27/2024

  Complaint: 21143327
  
  I am rejecting this response because: I have too many emails as proof that they did not do anything that I requested.  It also was not my fault that they did not work with financial aid to have the payments sent on time if that was the case any other apartment complex outside of the university, is what I should have stayed at because I wanted all of that to be included on my credit as a positive.  It also did nothing in regards to security the gates will always left up with all the crime that you can easily search.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/15/2024

  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.

  My son and two friends have been tenants in a 4 bedroom apartment since August 2022. The lease allows the complex to add a 4th resident at will. This wasn't an issue until they added a 4th tenant in May 2023. The new tenant is not paying his portion of the electric bill. The lease states the bill (which is under may name) must be paid directly to the utility company. The new tenant paid his portion of the bill in May, June and July. He did not pay his portion of the bill in August, October, November or December. He made a partial payment of the bill in September. My son has made verbal requests, ***** requests, and text messages but the 4th tenant either ignores the texts or gives "sob stories" about why he cannot afford to pay. The 4th tenant throws parties which suggests he is not struggling financially. He does not contribute to the grocery bill but eats the other boys food. I emailed the complex with this same complaint and was told they cannot interfere other than notifying the 4th tenant that he needs to pay his portion of the electric bill, which has not been helpful. I emailed American Campus Communities with this dilemma and received no feedback. The most recent electric bill for dates 12/6/23 to 1/8/24 is $297.30; the 4th tenant was the only person in residence during those dates as the other tenants went home for the holiday break. The 4th tenant currently owes me $435. My husband spoke with the complex today and was told that they cannot interfere. The only other option they gave is to take the utility out of my name and put it into a 3rd party that would divide the bill 4 ways but also add a $50 charge each month. My other issue is that our lease is not up until July ************************************************************** violation of the lease. I cannot afford to pay the 4th tenants utility bills but I am stuck in the lease. Also, the complex is making him pay rent but not addressing paying me back for the past utility bills.

  Business Response

  Date: 01/16/2024

  The electric bill is the tenants responsibility and ******************** can not interfere with tenant utility bills when the account is in the tenants name. We do have other payment options in which we can enforce the collection utilities from the residents specifically for circumstances like this. Please call the ************* at ************** and we can talk through how we can assist you with this matter. 

  Customer Answer

  Date: 01/17/2024

  Complaint: 21139045
  
  I am rejecting this response because their solution costs each tenant an extra $50 each month on top of the electric bill amount. When the tenant signed the lease, he agreed to pay the electric bill. Since he is not paying any of the bill, he should be in violation of his lease. If we were to agree to the solution from the apartment complex, we would want to be released from our lease at the end of May. If not, we will be stuck paying the electric bill while none of our students will be in residence after May. The 4th tenant will still be in the apartment from May to the end of July. 
  
  Regards,
  
  *************************

  Business Response

  Date: 01/18/2024

  The electric bill is the tenants responsibility and ******************** can not interfere with tenant utility bills when the account is in the tenants name. While not sustaining utilities in the unit is a lease violation, we cannot discuss other resident accounts. Please call the ************* at ************** and we can talk through the outcome and ways to assist you. 

  Customer Answer

  Date: 01/23/2024

  Complaint: 21139045
  
  I am rejecting this response because:

  We have been in contact with the apartment complex by email and phone and continue to get the same response of "there is nothing we can do".  My only course of action now is to contact an attorney to discuss my options. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company gave me false hope of what my unit was going to look like. i got there my first set of people were underaged drinking and smoking weed in the house. I had did a match room maker to show who i would fit best with and they failed to use that and there excuse was that "i came in mid year" but didn't give me a head up before signing that i wouldn't be with people that wouldn't match me. they then sent me to another room that wasn't filthy dirty and said that they couldn't clean it in time because they didn't know i was going in there. everything was dirty and a mess. i tried speaking to the manager, she was beyond rude and looked at me like i had 3 heads an she told me that i signed the lease and that it was my responsibility but they took none when it came to placing me into a room that fit my needs and or telling us students the truth about what the rooms actually look like.

  Business Response

  Date: 12/21/2023

  On Friday, December 15th, when we received your initial concerns regarding the roommates that you were placed with we did everything we could to find you an alternate unit on site that we could place you in. For those that move in on our normal lease start date we do offer them use of a roommate matching system called RoomSync to find and match with individuals that they would like to request to live with. Please keep in mind that roommates and any requests made are never guaranteed. Due to the limited availability that we have mid-year, RoomSync is not available for use nor was your account registered.
  
  That same day we were able to find a unit that was vacant, however, that bedspace was not cleaned by our housekeeper and maintenance did not enter to take care of any maintenance issues. You were made aware of this and given the option to transfer into the new unit that had not yet been prepared by our staff, which you accepted.
  
  On Monday, December 18th, you stopped by the office to speak with our team. You expressed your frustration about the condition and cleanliness of the new apartment. I offered to send our housekeeper and maintenance team in the apartment to clean the bedroom,bathroom, and to do their best to touch up the common area around the current residents belongings but you refused. Youre only request was to get out of the lease agreement, which I explained to you our re-leasing policy per the lease agreement.
  
  We have since worked with you in the office and have come to a resolution that all parties have agreed to. If you have any additional questions or concerns please feel free to contact me at the office at ************ and I would be more than happy to assist!

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have continuously had emails of a "final account statement" from ************ of American Campus companies. Upon looking ***** state housing law I found ALL charges (amounting $403.82) to be associated with fees that cover normal wear and tear, and cleaning associated with normal apartment rental turnover. Whenever I have disputed it with the proper department they don't budge until they inevitably stop responding to my calls or emails. They sent pictures to me, each and every one identical to the move in condition. I moved out a little early, and they told me even if my roommates (who all apply seperately, pay seperately, and assigned to the building) left messes I am liable for it. NO. I am not their mother. The company has record of when I turned in my keys, and apartments in the past have done a walk through day of move out. That's on ************ to do, after that I'm done. They also conveniently said they couldn't locate where my move-in condition form was, and the charges were still on me. With the amount of money a company makes vs. me as an individual, this seems highly predatory, especially considering this housing targets younger university students, often less educated and experienced in housing and apartment rental. The rent is even multiplied because roommates pay independantly. the payment of utilities is the same for each tenant, so each apartment pays more for utilities than would cost to serve a large house (because 3 of us). Due to the rental structure financially, this company is extremely greedy, and now they are asking for $400+ for normal turnover.Since this was move in condition, sounds like I wasn't getting what I paid for, come to think of it, their hot tubs and pools more often than not needed maintenance and as a fitness professional myself. their gym equipment unsafe and in need of repairs. I stopped using all.

  Business Response

  Date: 11/22/2023

  Dear ***********************, 

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. To date, we have reviewed all submitted and required documents and look forward to making reasonable adjustments. We will do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us. 
  

  
  

  Customer Answer

  Date: 11/22/2023

  Complaint: 20879968
  
  I am rejecting this response because:
  The business did not clear all charges. They then sent pictures identical to move in condition, and of conditions in normal wear and tear for apartment turnover. 
  Based on the pictures they provided, if these are not proper conditions, then rather than my balance cleared, I would like a full refund of my stay. 
  I also have mentioned a door FALLING OFF THE HINGES ONTO MY SHOULDER putting me at risk. As I have a shoulder injury, this is a serious issue I have also mentioned in at least 3 emails. ************ wants this type of compensation, they better acknowledge that finally, and compensate me for that. They can also compensate me for the shelving unit breaking during my stay, along with many of my belongings. They also (only initially) sent pictures of the toilet bowl. 
  I cleaned the toilet on a regular basis, it could never LOOK clean because it was STAINED when I moved it. 
  
  ************- stop the hypocrisy, you did NOT provide the standard of living you offered, and I agreed to. I am not going to pay for your renovations after my stay. Stop sending photos of the apartment, I know what it looks like, and that's how it looked when I moved in. I am not paying hundreds because of a dust bunny or a bottle of cleaning spray left behind.
  
  Once again here is my request:
  - Refund of my stay. 
  
  If that is NOT possible. 
  
  Simply clear my balance, and refund a months rent, considering the constant flow of maintenance requests I had to make, including not believing my HOT WATER was dying, including parts of the house falling on me and unsafe gym equipment and amenities I think especially after wasting countless hours of my time arguing, you can compensate me a months rent, and clear the rest of my balance. 
  ^^^WHY did I not get a response about the door falling on me? This was even in a maintenance request. Don't ignore your client at risk, and then ask for THEIR compensation!? 
  
  Things I did not say was acceptable resolution in any of my communications- 
  -Partial reduction of my balance
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/30/2023

  After careful review, this account has now been credited for the remaining balance. A refund for the rental installment will not be issued, as all work orders for this resident were closed in a timely manner (1-2 business days) Our goal as a property is to rectify all presented issues in a timely manner and we thank you for allowing us the opportunity to better assist.  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 12/05/2023

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

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move out charges dispute from ******* Apartment building (an apartment complex for college students) in ****** ****** that is owned by American Campus. Upon moveout they charged a number of miscellaneous charges without providing photos of said damage and cleanliness conditions. In addition, another roommate left a number of items beyond the allotted window of move out deadline. The other roommate called ******* indicating that he would pay the late fee and to leave the items in the apartment until he could pick them up the next morning. 515 staff agreed to this and then removed all items AND charged all three roommates a removal fee. The items of the roommate were not able to be returned. These are the fees we are being charged:1.) 1/3 Large item removal 86.67 2.) 1/3 Comm Trash 8.33 3.) 1/3 Kitchen Full Clean 83.33 4.) Bed smoke detector 50.00 5.) Bed Wall Repair $50.00 My son called and spoke with ******* on 10/3, 10/17 and today with no clear resolution other than he is required to pay these fees and was not provided any photos of the damage or dirty conditions of the kitchen. I have now contacted ******* via phone and email. I have asked for photos and a clear description of how to submit a dispute other than calling and email. We have not paid these fees as of yet but I do not wish this to reflect poorly on our credit.

  Business Response

  Date: 11/29/2023

  Statements of Deposit Detail were mailed to all former residents within 30 days of their vacate date (08/31/2023). The Statements of Deposit Detail outlined all final charges applied to their accounts after taking into consideration any insufficiencies documented by the resident upon their move in via the unit condition form. All disputes were requested to be submitted in writing within 30 days of receipt of the Statement of Deposit Detail.
  
  The former resident contacted and spoke with a member of management regarding the charges on their account on 11/15/2023. At this time, the former resident disputed the charges,stating that they did not believe they should be responsible for the charges applied to their account. The member of management told the former resident that the window of time to dispute charges had passed but management was willing to remove charges if it was found that the charges were unjust at this time. The former resident then requested a verbal explanation of the charges via phone, which was provided by a member of management. After the member of management explained each charge on the account, the former resident hung up the phone.
  
  Immediately following the conversation between the resident and a member of management, the guarantor then contacted management via email requesting photo documentation supporting the charges on the account. Management promptly fulfilled their request by providing relevant photo documentation, as well as an explanation of each charge. The guarantor responded acknowledging the charges and agreed to make a payment.

• Initial Complaint

  Date:11/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i was a tenant at Sanctuary Lofts, **********, and moved out few months ago because my lease ended. i notified the office and paid the $300 re-let fee. Thus, the office still charged me for the months that I did not stay. i also found someone take took over my lease and moved in. i tried to contact the office multiple times through email to get the amount discharged but its been 6 months and i still received emails that I still owe them money. the person i talked to was ***** and ******. attached is the email thread that i reached out to them

  Business Response

  Date: 11/28/2023

  Thank you for reaching out ****, we have been trying to contact you regarding your outstanding balance. Our records indicate that your agreement expired on May 7th, 2023 however, there is an outstanding balance consisting of unpaid utilities & rent. We have emailed you a breakdown of your final statement for further clarity. You can respond to that email with any questions regarding that balance and provide us with your plan for paying off the balance. Thank you - ********

  Customer Answer

  Date: 11/28/2023

  Complaint: 20875669
  
  I am rejecting this response because: i i returned my keys and paid for the fees thus still got late charge for *** and other *** payment. it's been half a year
  
  Regards,
  
  *********************

  Business Response

  Date: 11/29/2023

  Hi ****, your lease agreement ended on May 7th, 2023. You may have turned keys in prior to the 7th, however, you would still be liable for the remaining pro-rated rent up until the end date of the lease. Since rent was not paid, a late fee was automatically assessed to your account.  We have sent monthly email reminders regarding this balance and would be happy to walk you through your options for resolving this balance via email or phone *************). Thank you ********.