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

  1615 Sycamore Ave Huntsville, TX 77340-5367

• 

  American Campus Communities

  512 Craddock Ave San Marcos, TX 78666-2940

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  Hilltop Townhomes

  1500 S San Francisco St Flagstaff, AZ 86001-0493

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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:09/13/2023

  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.

  We were moving my daughter in the apartment. we were giving a move in date and time. we ger there and it was filthy. the place was not clean at all and when i say there was roaches and bugs everywhere on the beds in the microwave, we were scared to go in. we go to the office, and we tell the general manager he just said OK and that he can get cleaners out. We took pictures and videos and the apartment. we couldn't move in at all. the general manager advised that we could bomb our self if we wanted too because we were a time limit. we drove 7 hours. which we did brought all our own stuff and spray and cleaning products. we went in each time, and it was worst. we told the general manager i was not leaving my daughter in that horrible place. he was kind to let us out our lease, but my daughter was homeless for 2 in a half week. we had to pay extra because of this issue. not only we spent 300 on cleaning and bug stuff and the bug bombs I would like the refunds, and or i would like to speak with the president of this housing. to contact me

  Business Response

  Date: 09/26/2023

  **************** was unsatisfied with her daughters unit upon move in day. Management attempted to rectify Ms. ******* concerns but was unable to satisfy with the plan to rectify. **************** asked to be released from the contract. The property had potential residents wanting to move into the property having been leased to 100%, so management was able to re-let her daughters space with no penalty and **************** was satisfied with our solution.  A few days later **************** called back asking if we had anything else available for the two of them but the property did not have any availability. Management was under the impression the matter was closed so after receiving the complaint, management reached out to ********************************** is currently awaiting a response from **************** on items purchased in order to determine an appropriate solution.

• Initial Complaint

  Date:09/12/2023

  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.

  So I was already living in this unit, but my friend moved in I think in the middle of March. We went to the leasing office and everything with him. There he signed paper work and submitted his first payment. After this he continued to pay ***** and May rent. After paying a few months of rent we realized that none of it was going through on his account. He had a negative balance of over **** dollars. He called the Village and they told him that they actually forgot to activate his lease. So hes been continuing to pay rent on an account that wasnt opened. Well when July rolls around his lease still had not been activated so we told him to hold on payments because none were being credited. Still after this he gave the business they benefit of the doubt, signed a new lease, and began to continue payments. Now in September they are telling him he still owes money on the old account that by the way theyre never executed. So today he receives and email stating his has a month to pay **** dollars plus his monthly rent which makes no sense. Why she he be held accountable for them not doing their job. Also one of our roommates had a dog that peed and pooped all over the floor and when he moved out they did not change the carpet so now his apartment reeks of ammonia so bad it makes all of us sick even walking inside of the place. They should be required to replace the carpet since the person who caused the damages has moved. The ammonia smell can actually make people really sick.

  Business Response

  Date: 09/12/2023

  Thank you for taking the time to let us know about your experience. We are unable to discuss another residents account with you, but rest assured that the proper steps have been taken to resolve any issues. You are not a resident of ********************. If a current resident is having issues with their carpet, please ask them to contact us directly so that we may address their concerns. They may contact management at ************** to discuss this further. Thank you.

  Customer Answer

  Date: 09/12/2023

  Complaint: 20585758
  
  I am rejecting this response because: He did contact someone about the floors and nothing was ever done. Hes contacted some one as well about the 12 brown recluse spiders he had had crawl out of a hole in his ceiling as well. The condition of this apartment was terrible at the beginning. Squatters in the place, nails in the garbage disposal blamed on tenants, there was actually a water leak in the apartment above us that caused major water damage, and we were told it would be fixed but never was. Im not sure what standards are required to rent a place out but Im sure pee stained carpets, squatters, water damage, no past control and so much more doesnt fit the bill when it comes to a safe a regulated place to live. I may not be the tenant in question but I do know these are things that he and I have dealt with while I was paying you monthly to live there. You also make make it hard for him to be able to leave because you have now bound him to over a thousand dollars to pay while his fees continue to grow. I know his and my rights as a renter and I feel as though you all stay between the lines of barely just and unjust rental agreements. You show people these amazing for show apartments claiming this is the product we are receiving then we dont even get that I. I had screws, patchy paint, bugs, actually squatters a few days before I moved in, a broken coffee table which is outlined as part of the items on the leasing that you will receive in good condition, dirt and dust everywhere, broken doors, and the list could go on and on. Me and my friend effected were definitely not recipients of the product that the village outwardly promises to their future renters 

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

  Business Response

  Date: 09/12/2023

  We take resident concerns very seriously and aim to resolve any issues brought to our attention in a timely manner. You are currently not a resident, so we would encourage you to have the resident that you are discussing reach out to management to discuss any issues that they may be experiencing. They can reach us at **************. 

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to you as a deeply concerned parent about the situation my daughter is facing at your **************** apartments in *********, **. My 19-year-old daughter attends *************************** (***) and is a resident at the aforementioned property. She signed her lease with the understanding that she would be on a waiting list for parking due to the timing of her agreement. However, what wasn't made clear to us was the magnitude of inconvenience and potential danger this would cause her. We are currently paying the full amount of rent, and paying for parking that she cannot utilize, putting her at number 37 on your waiting list. The apartment complex's recommendation for her to park at EMU's campus is not a viable solution. An 8-minute walk, especially during the night, exposes her to unnecessary risks. This was evident when she recently sprained her ankle navigating the terrain between EMU and her apartment. Additionally, EMU's parking regulations, which only allow parking until 2:00 a.m., subject her to possible fines or even towing. Further exacerbating the situation is the alternative provided by your staff: parking at a dimly lit park surrounded by trees. This proposal is neither secure nor reassuring. I am fearful for my daughter's safety, both in terms of potential harm to her person and the risk of theft or damage to her vehicle. Your website asserts a commitment to putting students first. However, the current situation seems incongruous with this proclamation. It's fundamentally unjust to charge students for services they aren't receiving. Moreover, it feels as though late signees are being penalized for factors potentially beyond their control. The safety and well-being of students should always be a paramount concern. I urge American Campus Communities to reassess the parking arrangements at ****************.

  Business Response

  Date: 09/13/2023

  Hello, thank you for taking the time to let us know about your concerns relating to the parking situation at ****************. We value your feedback, and use it to improve the services we provide to our valued customers. Similar to many other housing communities our parking lot does not have enough spaces for every resident to have a parking space. The option to add parking is available on a first come first serve to those individuals signing leases with **************** until there are no additional spaces remaining. We do keep a waitlist for any potential changes in parking throughout the year but we cannot guarantee spaces will open up. Our staff suggested looking into parking at EMU's campus as other residents were able to successfully procure spaces there. That being said, we cannot speak for the parking set up for the university. We do our best to keep our lots well lit and monitored by a roving security company but we are unable to control any other areas where your student may choose to park their vehicle outside of our community. This year we chose to eliminate guest parking to allow even more parking spaces for our residents. Our company and property will continue to observe the parking velocity and discuss potential options for future leasing terms. Thank you. 

• Initial Complaint

  Date:09/07/2023

  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 nightmare occurred on Sat, Aug 12th, 2023 @ Upointe. This was supposed to be an exciting day for my family and my daughters 1st day off to college. Upointe assigned my daughter to room ****. My daughter and her friends made plans on how to decorate, and the three of them got along. We walked into an unclean, smelly, pet and ***** infested apartment. The parents requested movement to a better unit. My daughter moved to unit ****. She gets along with her new set of roommates(rm), but this unit is infested with roaches. A lot of ***** spray purchased. Not only did the unit have roaches, but my daughters smoke det kept beeping, and her toilet leaked twice. They told these girls they would move them to the 4th floor. Spoke to ******, she said someone took this unit. Therefore, she told me she would have pest control flush the roaches or move my daughter to *****. My daughter and her rm said there were no proof pest control came on Aug. 24th. I spoke to ************ again on Aug. 29th, and I told her because these ***** issues havent been resolved, my daughter should not be paying rent on Sept. 1st, ************ never got back in touch with me. My daughter has been sick, and she stays out of room because she doesnt want to deal with the roaches. One of her rm sleeps in the study room or her car. Upointe have caused my family sadness and extra money. I am not at peace. My daughter is a future doctor, and I cant have this place hindering my daughters studies. We didnt get to move my daughter in until 4pm August 12th. Therefore, I had to rent another large vehicle, pay for lodging, food, and gas by returning the next weekend to help my daughter finish moving in. My daughter has wasted gas and money looking for another place to live. I called the *** *************************. She handed the issues off to ************. They prey on college students. They have not been keeping the building up to the par. They expected our daughters to live in this.

  Business Response

  Date: 09/14/2023

  Management has reached out to ****************** in reference to the issues. Maintenance has addressed the work orders and pest control vendors were sent to the unit to address the concerns. A letter from Terminix was also provided to ****************** indicating that there in no infestation currently in the unit. 

  Customer Answer

  Date: 09/20/2023

  Complaint: 20567616
  
  I am rejecting this response because: There continue to be roaches in the apartment. The management tried to make it seem like the tenants were the cause of the roaches. We had to pay rent at Upointe for the month of September and my daughter found another ***** free off campus housing and we had to pay the full rent there. These moves have caused my family a lot of money due to traveling and moving expenses. We had to pay two rents in one month. They were threatening my daughter that they would evict her. The other tenants either moved out or trying to move out as there is little availability for off campus housing. ************ was supposed to get back with me about us not paying rent for September because they inconvenienced my family two times. They tried to charge my daughter the break the lease fee when ****** told me on August 29th, 2023 she didn't have to pay the fee. I had to come in town for the 4th time to help my daughter move with only 3 people. We had 10 people upon move in day. This wouldn't have occurred if Upointe did their part. This past weekend I had to miss an important funeral and my high school reunion because my daughter didn't feel comfortable at Upointe. My daughter is suffering with trauma due to the ***** infestation at Upointe. We have pictures of roaches were still at Upointe upon moving my daughter the weekend of September 16th, 2023. If Upointe was regularly being sprayed for pests, the roaches wouldn't have persisted. I sent several emails to ************ and **************** and they ignored emails from me. **************** spoke to me once and then left ************ to handle matters, and she did not. They have many bad reviews on Upointe. I want my daughter reimbursed for the month of September. If this does not happen, I will continue to file complaints on Upointe. This reimbursement is only a small gesture of the problems they have caused my family. I will not rest until justice is done! 
  Regards,
  
  ***********************

  Business Response

  Date: 09/27/2023

  We sincerely apologize that you have encountered these issues while residing at U Pointe. I would like to reiterate that we have completed all of the maintenance request as well as multiple treatments for pest.Management has provided written documentation from Terminix stating that there is no infestation in the apartment. We has issued a gift card in the amount of $500 for any inconveniences. An additional gift card of $250 was offered and declined as the request was for a full month credit. We are sorry but we are not able to credit September rent. We recognize and respect this is not the answer that you were looking for but hope our response at least provides an explanation of why we maintain the position that we do. 

• Initial Complaint

  Date:08/31/2023

  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.

  My daughter moved into the * Point of campus housing apartments for her start of freshman year of college. The first day we moved in we noticed tons of baby roaches all over the apartment and immediately made the office aware the very next day. We found out from other tennats that the roadbed have been a problem and they have not done much about it except have people come spray . We paid first months RENT for something we thought was a clean and safe apartment that is not hazardous to her health with roaches crawling around in the kitchen, the cabinets where her food goes, in the air fryer where she has to cook and in her clothes that she has to wear. The office is doing nothing to help these kids and have them living in filth at these apartments. These apartments need to be bombed and the ***** issue fixed or they should not be changing student this kind of money they are advertising something they are not giving which is a clean not ***** infested apartment. My daughter asked to move to another apartment which one was found to not only find roaches in this apartment as well so they came and sprayed again. Not only did this apartment have roaches but it also did not have a fridge, a stove, or a couch my daughter and her roommate went almost a well without this and had to pay extra money to eat out because of no fridge or stove, my daughter has been inconvenienced in this whole process that she has had to experience this her first year of college this is ridiculous and not ethical that they would want someone to pay them the full rent for something we did not agree to stay in , they need to REF*ND MY DA*GHTER FOR THE FIRST MONTHS RENT THAT WAS PAID D*E TO ALL THE ISS*ES THAT SHE HAD AND STILL HAVING WITH B*GS WHICH WAS NOT A PROBLEM WHEN VIEWING THE APARTMENT- I am getting the run around with the office on getting a refund for the amount we paid please reach out to this office ********** immediately as I will get my attorney involved if not

  Business Response

  Date: 09/07/2023

  Management has reached out to ****************** in reference to the issues. Cleaners and pest control vendors were sent to the unit to address the concerns. A settlement agreement was reached between management and ******************.****************** is satisfied with the resolution. 

  Customer Answer

  Date: 09/07/2023

  Complaint: 20547715
  
  I am rejecting this response because:
  I AM REQUESTING A FULL REFUND FOR THE ***** OF AUG NOT HALF A REFUND THE COMPANY WANTED THE FULL AMOUNT OF RENT WHEN MOVING IN AND WE WANTED A FOR A CLEAN PEST  FREE APARTMENT THAT HAD FURNITURE AND APPLIANCES AS TOLD DURING VIEWING AND IN LEASE , AFTER HAVING TO MOVE INTO A DIFFERENT APARTMENT BECAUSE OF A BUG ISSUE MY DAUGHTER THEN HAD TO WAIT ALMOST OVER A WEEK FOR A STOVE AND REFRIGERATOR AND COUCH IN THE NEW APARTMENT. I FEEL FIRST *****S SHOULD BE REFUNDED DUE TO ALL THE ISSUES AND STILL HAVE BUGS THEH JUST SPRAYED THIS BUILDING HAS A INFESTATION OF ROACHES THE SPRAYING WILL NOT HELP SO CANT WAIT TO GET MY DAUGHTER OUT THIS LEASE THIS PLACE IS DIRTY
  Regards,
  
  *****************************

  Business Response

  Date: 09/18/2023

  The maintenance request as well as pest control issues reported by ****************** have been resolved. A prorated refund was given for the days the resident experienced an inconvenience as this is an installment lease and not a month to month lease.

  Customer Answer

  Date: 09/18/2023

  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:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Greetings,Hope this email finds you well. I am the parent of a student of is currently a rising senior at *****************. We have been leasing an apartment at University Village since 2021. Our first year we had an issue with trash not being removed from the apartments, filth, gross trash rooms, and horrible smells throughout the hallways. My daughter and her roommates apartment unit was infested with mice, as well as mold throughout the unit. We made numerous complaints, and the leasing office dragged their feet regarding our ongoing concerns.Upon moving into the unit during 2022, we were met with an ant infestation, plumbing issues, holes in the bathrooms and kitchen cabinets.On Monday, August 21st I returned to daughter to school and when we arrive, her room was torn to pieces, desk filled with trash, foot prints, etc. Her bathroom had toilet that was chewed all over the floor. We reported the issues and concerns to the leasing office and was told that they would have an exterminator to come out on Tuesday, August 22nd. We we returned to the apartment unit, we were met by this in her bathroom, which was not there v when we left to report the initial concern.Feces of some type of rodent all over the toilet. Paw prints all over the sink and bathtub. The leasing office refuse to let us out of our lease. There were several other tenants, and students who had numerous complaints and expressed their frustration, disappointment.These issues have caused both me and my daughter distress and we are downright afraid for her safety, as well as health.My name is **** Council ************ Kind regards Sent from my iPhone

  Business Response

  Date: 08/28/2023

  We apologize for the experience.  All concerns have been addressed and an agreed resolution has been reached with the resident directly.

• Initial Complaint

  Date:08/21/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per the lease, I notified ******************** on 6/27/22 that I will be moving out of my unit early due to a coop transfer 10+ miles away. I informed them I would be moving out and gave them the information the soonest I got it (there were technical errors with my portal that prevented me from getting all the information they kept asking for earlier). I handed my keys in, moved my items out, and now, more than a year later, they sent a notice to collections instead of me that I owe July rent (when I had moved out in June) and that I owe utilities from 12/21-5/22 -- whilst I never received a utility notice when I was living there. Now they are trying to charge me over a year later for items that I was unaware that I owed and dont believe that I owe since I had moved out in June and did not receive any utility notice for the time period they are now trying to charge me for. When I attempt to contact corporate, no one picks up and when I contact the ************ office, they send me to other irrelevant departments. I emailed and called the ****** office to inform them about my lease cancellation and if my request was approved several times. They asked for a coop letter, proof of transfer, all of which I provided in June. They kept asking for more information I couldn't access due to a portal issue which I repeated to them several times. They approved my lease cancellation 3 weeks after I had moved out even though I had provided the proof of my transfer as well as moved out. I believe they did this just so that they could get more rent out of me even when I was requesting a legal cancellation. Now, over a year later, they are attempting to charge me for copious amounts of money that keeps varying each time I speak with them, with no invoice or proof that I owe them money.

  Business Response

  Date: 08/23/2023

  ******************* owes the balance listed. Documents were not turned in by the deadline and the lease was properly amended in July 2022. All late fees were reversed.  A statement of deposit listing all charges was sent last summer and our collections efforts of calls and emails did not receive a response. If ******************* would like to discuss further we would be happy to help!

  Customer Answer

  Date: 08/24/2023

  Complaint: 20486205
  
  I am rejecting this response because: the late submission of the ever-changing documents that were being requested were beyond my control. They were technical issues on behalf of the university's portal. for which I was given no ***** nor was my lease contract put on hold. It is very possible ****** delayed my lease cancellation to demand more money from me. I did submit as much proof as possible for my location change which was prior to July. I also had many telephone communications with the business regarding this issue during June so they were well aware that I had left in June, had submitted as much paperwork as I could, and could not access further information due to technical issues with my coop portal. I did not receive any collections calls or emails from the time I left (6/22) to now, and only found out about the current balance because of a change in my credit score, not from the company. Nor did I receive any utility bill during my time living there but was told that I owe utilities over a year later. Please understand that this is unfair and confusing if you tell me 3 different figures that I owe over a year after I left your property. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/29/2023

  Residents are still responsible for the financial obligations of the lease if leaving prior to the lease end date. Utility reminders and correspondence are communicated regularly. Along with calls, we sent email correspondence on 9.2.22, 10.2.22, and 11.1.22 regarding the remaining balance on the account. Our system shows the emails were received and opened, but we did not get a response. 
  
  Our records indicate a lease end date of 07/05/22 given the documentation provided to revise for co-op.  If this date and amount are disputed, we would be happy to discuss and review further.

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and ask that if the lease was cancelled on 7/5/22 rather than the previously stated 7/12/22 then the prorated amount is wrong. Please inform me of the correct prorated amount. By my calculations, rent for 5 days of the total rent price of $939.00 is $151.45. If in agreement, I will submit payment for those 5 days and close this case. 

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

• Initial Complaint

  Date:08/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am urgently lodging a complaint against "****************************" for their neglectful behavior, which has subjected tenants, many of whom are students, to unwarranted financial strain due to escalating utility bills and malfunctioning amenities.Since our move in August 2022, we've been met with disproportionately high utility bills. The malfunctioning air conditioning unit lies at the crux of this issue. It not only runs incessantly, at the moment of writing this currently 3 straight hours, but also struggles to maintain preset temperatures, rising to uncomfortable highs despite being set at 74 degrees. Yet, the management's response has been a dismissive assertion that the unit functions correctly.Our lease explicitly states, "Appliances that use excessive amounts of electricity are prohibited." The behavior of our AC unit appears to be in direct violation of this clause.To add to our frustrations submitted maintenance requests have been met with false email confirmations claiming completion, when in reality, no one visited our unit to address the issues.Repeated efforts to address these concerns have led to dismissals, inaction, and apparent false assurances. The failure to provide meter readings, a requirement in our lease, further underscores the lack of responsiveness.Our efforts include:Maintenance Requests: Multiple reports on the AC's continuous operation and temperature inconsistencies, with some falsely confirmed as addressed.Face-to-face meetings: Visits to the front office.Management: Conversations with senior management.Phone Calls: Attempts to explain and resolve our issues.Utility Providers: Approached for clarity on our high charges.Official Complaint: Filed with the Orange ************* of ******** Protection on July 31, 2023.I ask the Better Business Bureau to step in. Tenants should not bear excessive costs and should expect honest communication and service.Thank you for your attention. I look forward to a resolution.

  Business Response

  Date: 08/24/2023

  To whom it may concern,

  Thank you for reaching out to **************************** regarding your concerns about overages in your apartment's utility bill attributed to the air conditioning system. We appreciate the opportunity to address this matter and provide you with the necessary information.

  Upon receiving your request, we promptly conducted a comprehensive assessment of your air conditioning system. Upon inspection there were no indications of irregular functionality. In response to your concerns, we proceeded with a courtesy coil cleaning and a thermostat replacement. In addition, the **** unit was checked again on 8/17 to address the most recent work order, and the maintenance team received proper temperature readings of 66 degrees F from the air vents.

  Furthermore, it's important to note that routine **** preventive maintenance (PM) procedures are executed on a monthly basis. These measures are in place to ensure the efficient operation of all **** systems throughout the property.
  In regard to utility usage and billing, the energy meters in your unit are meticulously managed by ************ our utility provider. We have taken steps to verify the functionality of these meters with ************ and they have provided written confirmation that the meters are operating correctly without any errors or flags on their end.
  Additionally, **************************** understands that the past few months have witnessed above-average temperatures, coupled with heat advisories. Such conditions invariably lead to an increased demand for air conditioning, which can indeed correlate with higher utility bills.

  **************************** genuinely values your satisfaction and comfort as a resident and remains committed to ensuring your experience at The ************************ is a positive one. Should you have any further questions or concerns, please don't hesitate to reach out.

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:08/14/2023

  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.

  My friends and I encountered problems with our lease at ************** in ***********. Initially, a staff member introduced us to RoomSync, a third-party app to find compatible roommates. They assured us that matching on RoomSync after signing the lease would enable us to share rooms. No deadlines were mentioned except the 7/20 roommate matching email.We matched on RoomSync ahead of time, expecting shared rooms. Yet, we received lease agreements assigning us to different rooms with strangers. Frustrated, we emailed ************** to address the issue.One friend got a response regarding his situation, but I received none. I sent a follow-up after three days, which went unanswered. Seeking resolution, I called after a week, but staff suggested to continue emailing due to busyness. Perplexingly, my numerous email attempts went ignored, despite relaying my name to *****, the intended contact at 2nd Ave.***** and ************** remained unresponsive for another week. Anxious as the 8/15 roommate change deadline neared, I called again, the told me ***** was occupied with cleaning. Meanwhile, my friend received responses while I faced silence.Approaching the deadline, lack of communication and housing uncertainty left me frustrated and concerned. Urgent action from ************** is necessary, ensuring transparency for informed roommate decisions before the deadline.This issue is still unresolved, and not even the slightest hint of trying to amend or address my issue has been taken. It seems as if I am being purposefully ignored.

  Business Response

  Date: 08/14/2023

  Hey *****,
  
  Thank you for reaching out. We do our best to match our residents with their requested roommates, however we do not guarantee roommate placement as there are a myriad of variables that go into placement. This is notated in the application and lease agreement.
  
  Your initial roommate match in February was with the resident that we have you placed with. The roommate that you are not currently assigned with was matched on RoomSync in late June when our property was over 98% pre-leased. At this time, we simply did not have the physical availability to place you with your other requested roommate from June without breaking up roommate requests who matched earlier in the year, which we are not at liberty to do.
  
  In regards to communication, ***** had communication with you in late July as well as your roommate you were not roomed with and had spoken over the phone with you in early August. We apologize if there was any other lack of communication that occurred during this time, however our responses in July and over the phone in August were the final answer to the accommodation request.
  
  We can certainly look at a potential transfer to accommodate your request in the Winter when our physical availability is more optimal after December move outs.
  
  Please let me know if you have any questions.
  
  Best,

  ***************** Management

  Customer Answer

  Date: 08/15/2023

  Complaint: 20463916
  
  I am rejecting this response because:

  After conversing with *****, the manager overseeing roommate placements, it became clear that the assurance from a 2nd Ave staff member about roommates held no weight. ***** emphasized the contract's clause on non-guaranteed roommates as decisive, leaving no room for intervention. This situation raises concerns on several fronts.
  Primarily, the initial lack of communication in the first three weeks of our engagement with 2nd Ave was unprofessional, leaving me in the dark until today, the deadline for roommate changes.
  Moreover, the handling of this matter, disregarding an undisclosed policy, was unexpected given no mention of it during any interactions with 2nd Ave.
  Currently, I will be sharing a space with two strangers, while my roommate is in a room with three unknown individuals. We must also purchase a new set of silverware and plates as we try to keep kosher and expected to share these things. This entire experience contrasts starkly with the expectations initially set during our conversations and roommate matching.
  2nd Ave seems unwilling to acknowledge any responsibility, leaving us disheartened.

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

  Customer Answer

  Date: 08/18/2023

  Better Business Bureau:
  

  The business reached out and settled the issue.

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

• Initial Complaint

  Date:08/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have signed a lease agreement for my daughter who is attending ********* and has been in her current apartment for the last three years. She was not able to stay in the same apartment for the upcoming school year and was offered another location on campus. I signed the lease agreement in good faith that she would be able to move to the new apartment without interruption or delay. The lease agreement did not have a pre-determined date for move in and so we presumed the new date would accommodate the move out from old apartment. Several weeks after signing the agreement, we received a move in date of 23 September. Last week, and several more weeks after we received a notice to vacate her current apartment on 2 September leaving a gap of 3 weeks.Upon trying to speak with ACC and the university we were told that unfortunately there is nothing that can be done other than request an extension due to my daughter taking summer courses and this would only allow until 14 September leaving another 9 days with no place to live.Note, we are already being billed as of August 1 for the new apartment and yet not able to move until 23 September which seems unlawful and highly unreasonable!We only desire to have my daughter remain in current apartment until such time that the new dwelling is made available without interruption.

  Business Response

  Date: 08/17/2023

  Hello ************,
  
  My name is ************************* and I am the General Manager at *********************. I understand that you have concerns regarding your daughters lease agreement. Thank you for the opportunity to share information regarding our housing process. Our leases are 12-month lease agreements. To prepare for our incoming residents, we observe a turnover period where our team performs maintenance and cleaning so the unit is ready for the new residents.With your daughter originally slated to move from one community to another, our process is to have the opportunity to prepare the unit for their arrival.
  
  The 2022-2023 lease agreement that was offered and signed for your daughters current housing community, holds the dates of August 28,2022 to September 2, 2023. While you were presented with another communitys lease agreement offer that had the dates of September 23, 2023 to August 31,2024, it appears our leasing team has sent a renewal offer to our family to address your concern. Should you have any further questions, please reach out to our leasing team directly at ************ Monday to Friday between the hours of 8am and 5pm. Thank you and have a nice day.

  Customer Answer

  Date: 08/18/2023

  Complaint: 20458995
  
  I am rejecting this response because: We never requested to stay in the current apartment for another year. We only wanted to have my daughter stay until such time as the new apartment was ready for move in. In addition, we have already signed for and paid the first installment for the new apartment at *********************.  My daughter received a email to sign for a new lease to remain at *********** but she did not want to stay there and never requested in writing to cancel the ********************* lease. As such, she called the leasing office and requested to keep the lease at ********************* and was told that they would ensure she could keep the lease for ********************* apartment and also her choice of previously designated roommates.  

  The initial concern was that my daughter had a 3 week gap in a place to stay and we were simply trying to find a reasonable solution to this issue.  Given that we were told that the new apartment would not be ready I have mad arrangements to bring my daughter home for the 21 days along with her possessions to vacate the apartment at *********** while awaiting the new apartment at ********************* on 23 September.

  While I understand that there needs to be time to prepare the new apartment, it does not negate the fact that rent is charged in 12 monthly billing installments and when you take away the *************************************************************** the new apartment, the total time in new apartment is actually only 11 months and 8 days.  This leaves 20 days where we are being charged but yet are not allowed to live in the new apartment.  We feel this is unreasonable billing practice and as such, we are planning to keep the ********************* Lease but request to have the rent pro-rated to account for the 20 days gap.  No where else in the industry does this happen.  E.g. you don't rent a hotel room or car for a month only to be told its not ready and you can use it for three weeks of use but are billed for the entire month.

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

  Business Response

  Date: 08/24/2023

  Hello ************,
  
  Thank you for your response. I understand that you were in communication with our Leasing Manager ********************* on Friday, August 18th regarding your inquiry about the type of ***************, as well as, how the payments are calculated at our property. Our Leasing Manager informed me that you were pleased to receive more clarity regarding the payment calculation.
  
  This week, I executed the lease for your daughter to live in ********************* per emails exchanged with the leasing team, understanding there will be a gap between the *********** move out day and the ********************* move in day.
  
  Per the communication between you and our Leasing Manager, we hope your and your daughter are satisfied. We look forward to welcoming you to the community in September. Thank you and have a nice day.