Complaints

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

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• 

  AvalonBay Communities, Inc.

  4040 Wilson Blvd Ste 100 Arlington, VA 22203-4434

  
• 

  AvalonBay Communities, Inc.

  14240 Alta Oaks Dr Rockville, MD 20850-7414

  
• 

  AvalonBay Communities, Inc.

  15717 Winners Dr North Potomac, MD 20878-5372

  
• 

  Avalon Bay Communities

  100 River Mews Ln Edgewater, NJ 07020-3101

• 

  Avalon Bay Communities Inc

  8935 160th Ave NE Redmond, WA 98052-7521

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

• Initial Complaint

  Date:12/18/2023

  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.

  I had a final walkthrough when i moved out in January of 2023 and their team said the unit was in good shape and i would owe no money. Then after i moved out they said i broke and needed to be charged for a new refrigerator, dryer, washer, dishwashing machine, and microwave. This is routine ***** for an apartment building that they are unjustly trying to charge me for. They need to drop the charges

  Business Response

  Date: 01/23/2024

  January 22, 2024

  Dear *** ******:
  

  I have received the aforementioned complaint filed by Bryan Dewey and have reviewed their account in its entirety.

  The enclosed sections 49 and 50 of the lease agreement that *** ***** signed on August 18, 2021, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning, painting, pest treatment, carpet and appliance replacement are not considered ordinary wear and tear. The expenses for such damages would be the responsibility of *** *****. 
  On January 9, 2023, our maintenance staff conducted a final inspection and found that the need for cleaning in the apartment. Additionally, the carpet was found to have multiple stains, necessitating replacement. Furthermore, key appliances, including the range, dishwasher, and dryer, were damaged by pests, leading to an extra charge for pest treatment. I have attached invoices and photos of the damages for *** *****’s convenient review.

  As a customer service gesture, the management staff of Avalon Irvine has agreed to waive $2,299.24 which represents the charge for the appliance replacement to thank you for your residency.

  As of today, the outstanding balance is $1,009.42 which can be settled by *** ***** calling our third-party collection agency ****** ******** at ###-###-####.
  On behalf of AvalonBay, I would like to thank *** ***** for his residency. We wish him the best in his
  future endeavors.

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:12/16/2023

  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.

  Avalon refuses to solve an ongoing mouse issue as well as apartment maintenance problems. It’s unsanitary and horrible we can’t get it fixed.

  Business Response

  Date: 01/18/2024

  January 18, 2024

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ***** ***** and have reviewed their account in its entirety.
  

  First, I’d like to apologize for any inconvenience *** ***** may have incurred. We appreciate *** *****’s desire to have this matter reviewed by the Better Business Bureau; however, this has been resolved.

  On January 5, 2024, an agreement was reached between the management staff of AVA **** *** and *** ***** to terminate his lease, transfer him to an alternative apartment on a different floor and issue a credit of $1,121.00, reflecting the prorated rent for January and movers were arranged and compensated by Ava **** ***, the management staff issued a credit of $1,121.00, which represents prorated rent for January.

  On January 6, 2024, movers, paid by AVA **** ***, moved *** *****’s belongings to his new apartment.
  

  On behalf of AvalonBay, I would like to thank *** ***** for his residency.
  

  Please feel free to contact me directly with any questions.
  

  Yours truly,

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:12/08/2023

  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.

  *********** 3-6-23 to 9-2-23 ****************************************Frisco, TX ***** I resided at “**** ****** at ****” (now bought out by Avalon Bay) several months ago, for a six month lease, with exorbitant rent at about $2300 a month. It’s astonishing the way this company talks to tenants like their criminals when you’re paying thousands to them in rent! There is zero professionalism and courtesy to tenants. Avalon Bay continues to contact us as of 12-7-23, claiming we have past due rent we owe to them, even though we sent PROOF that we have already paid our rent each and every month (on time) of our previous residency there. I even gave consent for Avalon to contact my bank to confirm our rent transaction, along with the transaction identification number. This feels like a scam that Avalon is STILL harassing us and trying to get money out of us even though we do not owe anything and we have proved that we do not owe anything. We also thoroughly cleaned our apartment upon move-out and left it in very good condition. Nothing beyond normal wear, no issues. The Avalon Bay transition has been horrible, seems very disorganized and they cannot verify rent tenants have paid via third party co they force tenants to use. We want Avalon to stop contacting us and harassing us. Please remove our email and phone numbers from your contact lists.

  Business Response

  Date: 12/29/2023

  December 29, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by Lisa Seibert and have reviewed her account in its entirety.

  First, I’d like to apologize for any inconvenience that may have occurred.

  On September 9, 2023, *** ******* carried an outstanding balance of $444.10 encompassing charges for utilities, parking, rent, and pest control. Subsequently, on September 18, 2023, payments totaling $1,374.97 were credited to *** *******’s account. Following the deduction of her $100.00 security deposit, a refund of $1,030.87 was issued on September 28, 2023.
  

  Upon careful examination, it was discovered that the payments totaling $1,374.97 had been erroneously applied to *** *******’s account. Consequently, an adjustment was made to rectify *** *******’s accurate balance, and the payments of $1,374.97 were properly reallocated to correct account.

  It is important to note that the balance does not stem from damages to the apartment but rather unpaid charges through *** *******’s move out date. I’ve attached a financial breakdown for *** *******’s convenient review.

  As of today, the outstanding balance is $344.10, which can be settled by *** ******* calling our Resident Recovery team at ************.

  On behalf of AvalonBay, I would like to thank **** ******* for their residency. We wish her the best in her future endeavors.

  Please feel free to contact me directly with any questions.

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 12/29/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Our lease with **** ****** at **** was from 3-6-2023 to 9-2-2023.  Your company has mistakenly sent the current #*** tenant’s bills to us. Your charges are not correct and you are charging us fees even after our end-of-lease date.  Parking was NEVER over $32.48 a month (I can forward this email bill/memo with parking charge from **** ****** to you). I’ve already paid my parking fee each month of our lease. Your parking charges (over $105) is grossly inaccurate. I do not owe any parking charges. My last month’s rent payment was made July 31st, 2023 in the amount of $2394.18.  Please correct your records. Your attempt to rack up charges at the end of our lease, for September (when we did not live there) for pest control, etc charges that we have never incurred before is a clear attempt to defraud tenants.  Other tenants were living in #*** in September 2023.  Their bill should reflect your charges.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 01/11/2024

  January 11, 2023

  Dear *** ******:
  

  Thank you for your reply to our most recent communication.
  

  To provide further clarification, the financial breakdown encompasses charges up to *** *******’s move out date of September 2, 2023, and does not reflect the balance of the current residents. Additionally, *** ******* is correct as the parking charge was $32.48 per month, hence the financial breakdown showing a two-day proration of $2.17.

  At this time, we have provided all relevant information available related to this matter. We apologize this is not to *** *******’s satisfaction, however, we believe firmly that all applicable information was provided in our previous response.

  AvalonBay now considers this matter closed.

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:12/04/2023

  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.

  The details, as supported by documents, Avalon Residence App correspondence, phone records, and photographs are as follows: Aug 14 2019 - Signed lease for  Avalon ********** (Account ***************** Oct 4 2023 - Provided Avalon with Notice to Vacate, for Nov 5 2023. Also requested an initial move out inspection and to be present, on Oct 23-Oct 27. This is a basic tenants right, per CA Civil Code § 1950.5(f). Avalon ignored my request. Oct 18 2023 - 2nd request made for a move out inspection. Avalon scheduled it for Oct 20 between 9a-12p. Oct 20 2023 - Avalon never showed nor called. Avalon agreed to re-schedule for Oct 23 at 10a. Oct 23 2023 - By 10:50a, Avalon no called/showed again. A manager from Avalon later claimed the appointment was for 9-12 but my earlier correspondence contradicts this. After 3 attempts, we gave up. Nov 5 2023 - We vacate the apartment, after taking detailed pictures and video. Nov 20 2023 - Avalon sends a $1,992.94 bill for ‘Damage/Itemized Charges’ but does not include any list of itemized charges. We ask for one. Nov 30 2023 - 26 days after we move out, 5 days past the timeline mandated by California law, Avalon sends a list of “Estimate” charges, claiming $1797.94 worth of damages. It is illegal and dishonest for Avalon to 1) blatantly violate California law by prohibiting us from conducting an initial move out inspection and 2) sending us a late and suspicious “Estimate” of damages We agreed to the $150 cleaning service prior to move out. That, along with the $141.17 final utility charges comes to $291.17. We are willing to pay this to settle and close our account with Avalon. We do NOT agree to paying for Avalon’s suspicious “Estimate” of damage charges when 1) we were never given the chance to have an initial move out inspection despite making multiple requests and 2) did not leave the apartment in such a state to begin with, as shown in our pictures and videos.

  Business Response

  Date: 12/29/2023

  December 29, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by **** ******** and have reviewed their account in its entirety.

  First, I’d like to apologize for any inconvenience they may have incurred. After reviewing *** ********’s screenshots and confirming with the management staff, it was determined that our maintenance technicians did attempt to complete the preliminary inspection but was unable to as *** ******** did not answer the door.
  

  The enclosed sections 49 and 50 of the lease agreement that *** ******* signed on July 18, 2021, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning, painting, tub reglazing, carpet replacement, wall and ceiling repair are not considered ordinary wear and tear. The expenses for such damages would be the responsibility of *** ********.
  

  On November 7, 2023, our maintenance staff conducted a final inspection and found that the carpet needed to be replaced due to multiple stains. I’ve enclosed the photos of the damages that shows the stains on the carpet and the dry wall repair for *** ********’s convenient review.
  

  The management staff of Avalon ****** **** has agreed to waive the balance of $200.00, which represents the tub reglazing charge as customer service gesture.
  

  As of today, the outstanding balance is $1,784.11, which can be settled by *** ******** calling our Resident Recovery team at ###-###-####.
  

  We wish *** ******** the best in his future endeavors. 

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 01/08/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  We reject Avalon's response from 12/29/23. We are insulted that they continue to blame us for their refusal to grant an initial move-out inspection by failing to show up during time windows they scheduled. It is inconceivable that anyone could read the correspondence in the AvalonAccess application and come to any other conclusion. The purpose of the initial inspection is to avoid surprise and fraudulent move-out bills like the one Avalon is claiming we owe now. 
  
  Additionally, regarding Avalon’s offer of a $200 credit for the tub “damage” -  Avalon maintenance supposedly “repaired” the tub less than two months before we vacated (see previously attached correspondence). Is Avalon trying to bill us for their shoddy repair? 
  
  We maintain that Avalon willfully prohibited us from having our legally-protected initial move out inspection and then tried to fraudulently bill us, past the deadline mandated by California state law, for ordinary wear-and-tear items (such as the tub, 4+ year old paint, and the nail holes filled with joint compound). If Avalon continues to bill us, we will file suit in Los Angeles Small Claims Court. 
  
  *************************
  *************************
  

  Business Response

  Date: 01/19/2024

  January 19, 2023

  Dear *** ******:
  

  Thank you for your reply to our most recent communication.
  

  At this time, we have provided all relevant information available related to this matter. We apologize this is not to *** ********’s satisfaction, however, we believe firmly that all applicable information was provided in our previous responses.
  

  We wish *** ******** the best in his future endeavors. AvalonBay now considers this matter closed.
  

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist

• Initial Complaint

  Date:11/17/2023

  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.

  The malfunctioning dishwasher has significantly affected my living experience. This problem not only diminishes my quality of life but also causes unnecessary inconvenience and distress. I hope to gain your understanding and prompt resolution. I thought the price I paid for the use of the dishwasher was included in the rent, but as it no work now, I haven't been able to use my dishwasher properly for close to a month and it probably won't be serviced for the foreseeable holidays. This makes me feel unfair that I am paying this portion of the rent.

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  Dear *** ******:
  

  I have received the aforementioned complaint filed by ****** **** and have reviewed their account in its entirety.
  

  First, I’d like to apologize for any inconvenience that ****** **** may have incurred. We appreciate ****** ****’s desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  On Thursday, November 30, 2023, a third-party technician repaired ****** ****’s dishwasher as it was brand new and still under warranty. After the vendor completed the repairs, our Maintenance Technician and Sales Manager visited ****** ****’s apartment to ensure the dishwasher was working properly. A full cycle was run on the dishwasher and no further issues were reported. ******** *., Sales and Service Supervisor called ****** **** on December 2, 2023, to follow up on the dishwasher and ****** **** confirmed that the dishwasher was working.

  On behalf of AvalonBay, I would like to thank ****** **** for their residency.

  Please feel free to contact me directly with any questions.
  

  Yours truly,

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:11/13/2023

  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.

  On October 12, I moved out of apartment number *** located at **** ** ***** ******* in the Avalon ******* **** ***** condominium because my one (1) year lease expired. Nevertheless, at the time of handing over the property, I delivered it in perfect condition (no damages of any kind) and totally clean as it should be. I waited for three weeks to receive the security deposit and the detailed invoice, but to my surprise I realize that they took or DEBITED an amount of $85 for cleaning, being that this is not an ****** and also before handing it over it was totally cleaned by me and my husband, Similarly, in the invoice that I attach in the image below (exactly in the 4th item) you can see that it says "DAMAGE" without specifying what kind of damage, which would be very easy for me if I own an apartment, in retaining an amount of money any only with the argument of the Florida statutes, without specifying CLEARLY the reason for the deduction, only limited to place the amount already indicated above with the endorsement or support of the Florida statutes, as a result of this; I consider that this is very far from my good faith behavior and that is why I come to you to interfere not with the intention of achieving any additional benefit but to reimburse me what I consider was deducted in a very UNJUST manner.

  Business Response

  Date: 12/08/2023

  December 8, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ********* **** and have reviewed their account in its entirety.

  The enclosed sections 49 and 50 of the lease agreement that ********* **** signed on October 6, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning is not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ********* ****.

  On October 13, 2023, our maintenance staff conducted a final inspection and found that the apartment needed to be cleaned, hence the apartment cleaning charge of $85.00 which was deducted from his security deposit.

  As a customer service gesture, AvalonBay will waive the damage charge of $85.00 to thank ********* **** for their residency. Due to this credit, we will refund $85.00. We will process this refund in 7-10 business days, and they can expect a check via regular mail for $85.00 to the forwarding address we have on file once the refund is processed.
  On behalf of AvalonBay, I would like to thank ********* **** for their residency.

  Please feel free to contact me directly with any questions.

  Yours truly,
  

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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.

  Recently, they've added a tech package to everyone's accounts requiring the use of **** as the internet service provider, with no choice! It doesn't seem right to me that they can mandate who residents use for internet, and by default of company pricing, also TV. I was fine with Xfinity/Comcast, but had to cancel services with them to take **** because I would be charged the fee anyway. Then, when trying to get the installation completed, it was a nightmare and resulted in negative interactions with the maintenance team as they did not want to be cooperative.

  Business Response

  Date: 12/01/2023

  December 1, 2023

  Dear *** ******:
  I have received the aforementioned complaint filed by ***** ***** and have reviewed their account in its entirety.
  First, I’d like to apologize for any inconvenience that ***** ***** may have incurred. We appreciate ***** *****’s desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  The Technology Connect package is an inclusive bulk internet service applicable to every lease agreement, with a fixed fee of $63.00. This mandatory fee applies to all market apartments, irrespective of whether the resident utilizes the service. Technology Connect offers advantages such as cost savings and enhanced internet speed. Residents also have the option to augment their services for an extra cost. For your reference, I have included the AvalonConnect Flyer sent to ***** ***** with their renewal offer.
  

  As a customer service gesture, the management staff of Avalon Public Market waived the $63.00 Technology Connect charge on November 6, 2023. This decision was made to accommodate ****** ***** as they needed to contact their previous service provider to cancel services and subsequently set up new services with ****. It is important to note that ***** ***** has the choice to retain their existing Xfinity/Comcast service, as we are not imposing a mandatory switch of internet providers. ***** *****  
  opted to change service providers because the charge was obligatory and encompasses the **** internet service.

  On behalf of AvalonBay, I would like to thank ***** ***** for their residency.

  Please feel free to contact me directly with any questions.
  

  Yours truly,

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:11/02/2023

  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 write to you in distress, having endured severe living conditions at *************************, managed by AvalonBay Communities, now coupled with facing disputable charges post-tenancy.The living environment was marred by health and safety hazards, most notably a recurring sewage problem that went unaddressed despite numerous complaints. This issue, well-documented in community reviews, subjected residents to intolerable conditions, including foul odors and potential health risks.The leasing office's lack of action compounded the suffering, reflecting a disregard for tenant well-being and maintenance obligations. Further, on vacating, I was presented with a list of damages for which I am being held accountable unfairly. My photographic evidence starkly contradicts these claims, underscoring my commitment to maintaining the property's integrity.These charges add insult to the injury of living through such dismal conditions. It is unjust to bear financial penalties atop the already endured hardships.I am requesting the BBB's intervention to examine these unwarranted charges and the chronic mismanagement by AvalonBay Communities, specifically their failure to rectify the documented and dangerous sewage issues. Everything that was considered damages was normal wear and tear.Your support is crucial in rectifying this injustice and ensuring that future tenants do not suffer similarly. My resolution is to be cleared of these charges for having to endure this horrible living condition. As well as having no way to complain there was nobody to speak too they don't allow you to access management at all. This is well documented in their ****** reviews. Also I would like to dispute lawyer fees that they charged me on a month that my grandfather had died and I something went wrong with my autopayments as well as never getting a notice to pay or quit. The law fees were over 800 dollars and are not included in the statements. Account: ***************

  Business Response

  Date: 12/01/2023

  December 1, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ****** ******* and have reviewed their account in its entirety.

  First, I’d like to apologize for any inconvenience ****** ******* may have incurred. 

  The Community Manager informed me that ****** ******* submitted five service requests regarding her clogged garbage disposal, which were addressed by our maintenance staff. Unfortunately, we did not receive any other complaints until after ****** ******* moved out of the apartment. 

  The enclosed sections 49 and 50 of the lease agreement that ****** ******* signed on June 12, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and painting, wall repair, apartment and carpet cleaning are not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ****** *******. 

  On July 12, 2023, our maintenance staff conducted a final inspection and found the drywall needed to be repaired. Furthermore, the apartment and carpet necessitated cleaning. I have enclosed invoices and photos of the damages for ****** *******’s convenient review. 
  

  Respectfully, AvalonBay firmly believes that no credits are due as the damages are beyond ordinary wear and tear.

  On behalf of AvalonBay, I would like to thank ****** ******* for their residency. We wish them the best in their future endeavors. 

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 12/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Subject: Formal Complaint and Request for Resolution Lease Violations and Unlawful Charges
  Dear [Property Manager's Name or Management Company],
  I am writing to express my grave concerns and to formally complain about multiple violations of my tenant rights and breaches of our lease agreement at *************************.
  Violation of Privacy and Lease Terms: I received a call at 4 PM informing me that someone would enter my apartment the next day at 10 AM. This is not a 24-hour notice as required by California tenant laws and our lease agreement. The lack of a proper notice period and the disregard for seeking my consent or offering a reschedule option is unacceptable.
  Repeated Lease Agreement Violations: This incident is not isolated. There have been several instances where the leasing office's actions have breached our lease agreement terms.
  Unjustified Legal Charges: Furthermore, I have been charged over $800 in lawyer fees without proper notice. This action is not only against the tenant laws in California but also reflects a lack of transparency and fairness in handling financial transactions related to my tenancy.
  Given these circumstances, I am left with no choice but to escalate this matter. The lack of a direct point of contact or a responsible manager to address these issues is concerning and adds to the frustration.
  I demand immediate action to rectify these violations. I expect a formal acknowledgment of these issues, a reversal of the unwarranted legal fees, and assurance that such breaches will not occur in the future. Failure to address these concerns promptly will compel me to seek legal counsel and take further actions to protect my rights as a tenant.
  Please provide a written response within specify a time frame, 7-10 days, detailing the steps you will take to resolve these issues. Your immediate attention to these matters is expected and appreciated.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/13/2023

  December 13, 2023

  Dear *** ******:
  

  I would like to thank *** ******* for her reply to our most recent communication.
  

  Section 21 of the lease agreement states that if you are in default of the lease agreement, you agree to pay us all costs and fees including attorney’s fees, litigation and collection costs that we incur. If permitted by law, such costs shall include a preparation fee for the cost of preparing a summons, complaint, or other appropriate legal documents. The preparation fee is non-refundable.

  *** *******’s account was referred to our attorney on March 21, 2023, owing to overdue rent, incurring an initial legal fee of $590.00 Furthermore, we received an additional legal invoice on May 23, 2023, of $225.00 covering any legal services provided by the attorney up to the cancellation on April 4, 2023, upon receipt of payment from *** *******. Please be aware that we invoice the charges to the account upon receipt from the attorney, regardless of whether this occurs after the cancellation of the legal proceedings.

  Section 39 of your lease agreement states that we may enter the apartment for any reasonable business purpose at reasonable times, including without limitation to perform repairs, renovations or upgrades and that we will provide notice to you before entering your apartment.
  

  On June 15, 2023, we issued a 24-hour notice to enter *** *******’s apartment, and we made two phone calls at 10AM and 2PM to inform her of our need to access her apartment for measurements related to upgrades. *** ******* expressed displeasure, stating that she did not want us to enter. Enclosed is the 24 -hour notice, along with proof of service, confirming that *** ******* received ample notice.
  

  On June 16, 2023, the construction team was not able to enter *** *******’s apartment as she refused access and began recording them upon their arrival. Despite our efforts to reschedule, she continued to deny access to her apartment. 

  Please feel free to contact me directly with any questions.

  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:10/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived at Avalon at ************ for 4 years. I recently moved. The on-site staff denied my presence at the move-out inspection and then withheld part of my security deposit for carpet cleaning, for which they did not have pictures of the actual "stains" that they alleged. I sent them the required notice to be present, which is laid out in Maryland Code, Real Property, Section 8-203.1. With the required notice, they were supposed to respond by certified mail with the date and time of the inspection, or they would lose their right to keep ANY part of my security deposit. I've reached out to the Customer Care Center and the on-site staff a combined total of SEVEN times now with this information, asking why my right to be present was denied, and two of the three responses skipped my question entirely. The third response made it clear that they willfully do not know the law. They are actively choosing not to address the issue. It seems that they would rather be wrong instead of correcting themselves when presented with facts, also known as the law. Additionally, it appears that they did not follow the requirements relating to interest accruing on the security deposit from the time it is paid, but that is another conversation entirely. So, for anyone looking to move into one of their properties, make sure you know your rights in your jurisdiction because it seems that they do not know and won't take the time to educate themselves.

  Business Response

  Date: 11/30/2023

  November 30, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ****** ********* and have reviewed their account in its entirety.

  First, I’d like to apologize for any inconvenience ****** ********* may have incurred. We strive for perfection; however, we sometimes fall short. We received ****** *********’s request to be present during the preliminary inspection on May 24, 2023. Unfortunately, we are unable to determine the circumstances on why *** ********* was not present during the inspection.

  The enclosed sections 49 and 50 of the lease agreement that ****** ********* signed on July 20, 2023, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and carpet cleaning is not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ****** *********.

  On August 21, 2023, our maintenance staff conducted a final inspection and found that yellow stains on the carpet that necessitated cleaning. I have enclosed photos of the damages that were taken during the inspection for ****** *********’s convenient review.

  As a customer service gesture, the management staff of Avalon at ********* ******* has agreed to waive the damage charge of $120.00 to thank ****** ********* for their residency. Due to this credit, we will refund $120.00. We will process this refund in 7-10 business days, and ****** ********* can expect a check via *** Next Day Air for $120.00 to the forwarding address we have on file once the refund is processed.

  We wish ****** ********* the best in their future endeavors.

  Please feel free to contact me directly with any questions.
  

  Yours truly,

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:10/28/2023

  Type:Product 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.

  Hello, I have been moved out from Avalon at ******* ****** since September 2021. My address was ******************** #**** Arlington VA **********. I requested to send my security deposit multiple times but they haven't sent the check to me yet. I have requested again early October and they said they would send the check to me but still have not received. I am tired of being waiting and it seems like they tend to do it so people forget about it as they go on daily life. The amount is about $295.I am so frustrated how they delay sending security deposit back to the customer and think its intended delay for 2years. Everytime I called, they said sorry they will process it but nothing happened. Please advise to resolve this issue. Thank you.

  Business Response

  Date: 11/20/2023

  November 20, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ** ****** and have reviewed their account in its entirety.
  

  First, I would like to apologize to ** ****** for any inconvenience they may have incurred. We appreciate ** ******’ desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  Our Prior Resident team mailed ** ******’ their final statement along with their refund check of $229.37 to their forwarding address at **** **** **** ***** #*** in Arlington, Virginia on October 20, 2021.
  

  The enclosed check image shows that the check was endorsed and cashed on November 4, 2021.
  

  Our Prior Resident team emailed ** ****** of our findings on October 8, 2023, following ** ******’ initial inquiry on October 3, 2023. Unfortunately, we are unable to reissue the check as it has been cashed.
  

  We thank ** ****** for their residency with Avalon at ********* ******. AvalonBay now considers this matter closed.
  

  Please feel free to contact me directly with any questions.
  

  Yours truly,
   
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 11/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *****************