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.

  12000 Cameron Pond Dr Reston, VA 20194-4300

  
• 

  AvalonBay Communities, Inc.

  2350 26th Ct S Arlington, VA 22206-3000

  
• 

  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:06/09/2024

  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.

  Dear BBB representative, Hope you had a nice weekend. I am writing to formally lodge a complaint against Avalon Communities regarding my recent experience with ***** ************ in ********. ***** Fairfax City provided inaccurate information, caused delays due to technical and document issues, abruptly canceled my application without prior communication, and subsequently invoiced me for an off-market fee, leveraging it as pressure to sign the lease. The detailed information has been uploaded as the supporting document.Thank you for your time.

  Business Response

  Date: 07/17/2024

  Hello,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response provided by the business regarding complaint ID ******** and am surprised by their arrogance in addressing
  the issue. They have not offered an apology or shown any sense of guilt or responsibility for the situation. However, I want to express my
  sincere appreciation for the great help provided by the BBB in this matter.
  
  Regards,
  Pei Dong
  
  

• Initial Complaint

  Date:06/04/2024

  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.

  Since I moved into the ************************** there is one issued that had not been solved for eight months. Two severe violations happened within the last two weeks.1. While I first inspected the apartment, I made it clear to the leasing office and the maintenance team that the garbage disposal in the sink is missing both covers. I filed a work order, and ****** from the maintenance team came. He claimed that the part has to be ordered and it will arrive within weeks. Then the repair ticket was closed by him after the visit. Weeks past, he never provided the covers. Then there was another issue with the apartment, another personnel from the maintenance came, he brought over two covers and a lid. The lid worked but neither of the covers fits. He said he needs to order it and weeks past, no one came. Weeks later, there was a maintenance worker passing by, so I showed him the missing cover, he said it needs to be ordered, and till this day, the garbage disposal is missing the cover.2. On or about May 23rd 2024, a gutter cleaning involving a third party vendor took place. Right after the cleaning, I found some sharp nails on the from and back lawn of the building and the front patio and the driveway. Also more nails are found along the walkway near the dog park. Then I found out the entire gutter was ripped. So I emailed the maintenance team, and no apologies were given, no cleaning of the nails are promised. All they want is the gutter to be repair.3. On June 3rd 2024, an emailed was sent by the maintenance team about a power washing of the building. The timeline given was been 8am to 6pm. In the morning of June 4th around 11am, a man appeared unannounced by the window of my bathroom on the third floor while I was on toilet. My privacy of severely violated by this rude intruder.

  Business Response

  Date: 07/16/2024

  Hello,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:05/31/2024

  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.

  This is related to our experience as 10 year tenants at AVA Back Bay *********************************** run by AvalonBay Communities, Inc. We submitted a formal complaint on 12/5/23 regarding excessive noise in an adjoining apartment at all hours as well as marijuana use in a Smoke Free apartment complex. On 2/6/24 we submitted a formal complain regarding a non-resident soliciting business inside the locked lobby area. On 4/23/24 and then again on 4/26/24 we re-escalated these complaints as well as submitting a new complaint about personal items being stored in the emergency fire stairs. Now on 5/30/24 we submitted an additional formal complaint as 4 non-residents created a safety hazard in the locked lobby area. These issues all began after building management decided to not have a physical presence in the building on a daily basis.None of the complaints above have been resolved despite 6 months passing and multiple follow **** I have filed a formal complaint with Boston local government regarding the emergency fire stairs violation.

  Customer Answer

  Date: 06/06/2024

  Hi BBB Team,

  Please see the response from ***'s law firm. It is unfortunate that they cannot seem to manage these very simple complaints either locally or via *** corporate. Hopefully you will get an additional response from the *** **** you sent the complaint to. Thanks so much for your support!

  Business Response

  Date: 06/11/2024

  Hello ****************,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:05/13/2024

  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.

  There is a significant amount of stolen packages from not only package room but also in front of personal apartment doors. People are walking to halls/ watching the package room to steal packages. I've had roughly 6 packages stolen and my husband had a recent package stolen from our door within 3 minutes of delivery (we received footage from our neighbors Ring camera). Addressed these concerns starting in December with the Avalon and there has been no resolution, they do not take responsibility for any of the crime happening. We have asked for assistance many times and tried to contact corporate with limited response in addition to being disregarded by ************************* when his secretary scheduled a phone call meeting to discuss our concerns. Tenants now been asked to removed Ring cameras from doors because of a regional walk through however we have no way of protecting our property. When asked to be put in touch to discuss further with upper management/corporate, we were told "we cant do that" with no assistance from the office. Our stolen packages is in direct violation of our lease that we as tenants have a right to peace and enjoyment living in our apartment and we have experienced anything but this. Elevators are constantly out of service in the building and at one point in January there were no functioning elevators in the entire building. The freight elevators have been out of service from end of December until last week (May 4th) and have only restored one of the two working elevators used by the entire left wing of building. There are residents that are blind, have medical conditions, walkers, oxygen, and pregnancy that cant walk the entirety of the building to get to the functioning elevators and cant take the stairs which then confines them to their apartments until the issue is fixed. Since the recent repair of the 1 elevator, there's no certificate of inspection posted in elevator and nothing posted in the elevator this can be found in the management office as its typically posted on most elevators.We have requested a speed bump added to the parking lot as we have almost been hit by cars speeding through the parking lot. The lease states the speed limit is 10 mph in the complex and is not followed or enforced by anyone on property. We have brought this to management on multiple occasions and has fallen upon deaf ears. We were told to reach out to law enforcement and when we did, were informed by the police that ****** is a private residency. Law enforcement and the town does not have jurisdiction to place speed bumps, this needs to be resolved by the Avalon itself per our town. When we informed the ***************** about this, they brushed off our request and have not had any further communication about the issue.

  Business Response

  Date: 06/04/2024

  Hello ****************,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:05/10/2024

  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.

  In February we discovered a significant water leak in the first-floor closet. Most everything in the closet was ruined, including many sentimental items. ****** called ServPro to rip out the closet and the floor in the adjacent room. Maintenance repaired the closet and floor over the next week. Maintenance told me that the water leak was not our fault, and that the culprit was a faulty pipe fitting that broke due to old age. Maintenance told me that when the Avalon Northborough was built about 15-years ago the original construction consisted of these fittings and now they are starting to break "all the time." I asked if the Avalon is going to proactively replace them. Maintenance told me they can't because there are too many fittings, and they are located in hard-to-reach places. Furthermore, I was told ****** has no strategy for these faulty pipes/fittings other than to deal with the water breaks as they occur. As a result of the water leak and subsequent damage, we want to move out. I informed ****** of our intent to break our lease less than 60 days before expiration. I was told that things happen in an apartment and a water break is not a sufficient reason to exit the lease. ****** provided an option of a $5,145 fee to vacate, or we can continue to pay until they re-rent the apartment. A fee of $5,145 to vacate the lease is egregious given our circumstances and timing. I would like ****** to waive to negotiate the fee.

  Business Response

  Date: 06/03/2024

  Hello ****************,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 06/13/2024

  [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: 21693485
  
  I am rejecting this response because:
  

  The settlement fee is an exploitative fee.  We had a significant leak in our approximately 5x5 closet that ruined every item inside.  Maintenance had to rebuild the closet and replace the entire ground level floor.  Maintenance further told me that the leak was the result of shoddy construction, and another could easily occur again.  Rather than risk further leaks and floods, we decided to move.  

  We were provided a $610.64 credit in March, and we informed the Avalon Northborough of our intent to move out in April.  I officially provided Avalon Northborough with the Intent to Vacate form on 5/23 with a 6/25 move out date.  I would not pay the Settlement Fee until ****** responded to my BBB complaint.  Now, ******************* is stating that I have not provided sufficient 30-day notice, thereby charging even more money. 
  

  The settlement fee should be waived due to our circumstances regarding the flood.  Furthermore, we should not be charged additional fees caused by the time spent waiting for a response to the original BBB complaint.  I welcome the opportunity to resolve this.  
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/26/2024

  Hello ****************,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 08/06/2024

  In response to my BBB complaint, *****************************, Loss Mitigation and Support Specialist from ******, wrote: On June 13, 2024, we emailed **************, informing him that we required a 30-day notice, payment of the settlement fee, and completion of our offer to terminate form before processing his request to vacate. As of June 13, 2024, the settlement fee was $2,105.00, with the earliest vacate date being July 13, 2024. It is important to note that **************** could vacate on or before July 13, 2024, however he would still be rent responsible through July 13th. To resolve this matter, we accepted Mr. ******* intent to vacate and settlement fee payment on June 17, 2024, with his financial end date as June 25, 2024.

  ********************** note dated 6/3/24 is attached.  

  In July, I received notice that my "new" outstanding balance to Avalon was $1,327.82.  I was offered a reduced fee of $1,019 with a 24-hour expiration or the full outstanding balance would be sent to collections.  I tried to argue that my financial end date was 6/25/24 and provided the letter from ******************.  Avalon would not acknowledge the 6/25/24 end date.  I paid the fee of $1,019 to avoid collections and then I emailed ********************************** to explain the mix-up and to ask for my settlement fee and security deposit back.

  ********************************** emailed me that "the date of 06/25/2024 was typed in error" and furthermore "no adjustments are warranted on this account."

  This was not a typo.  ********************** response is clear.  To recap, I submitted a complaint to the BBB on 5/20/24 regarding a water leak and further submitted my notice to vacate Avalon on 5/23/24. During that time, I would not pay the settlement fee until I heard back from ****** regarding my BBB complaint.  I received a response in June.  I was forced to re-submit another notice to vacate on 6/17 and paid the settlement fee of $2,105 at that time.  Forcing me to resubmit another notice to vacate on 6/17 and not recognizing my original notice on 5/20/24 while I waited for my BBB complaint response was an abuse of power.  *******'s response recognizes that and provides a financial end date compromise of 6/25/24.

  Avalon decided not to recognize 6/25/24 as my financial end date and bullied me into paying an additional $1,019 by threatening to send the "outstanding bill" to collections.  I would like my settlement fee of $1,019 and my $750 security deposit returned.  

  Business Response

  Date: 08/28/2024

  Hello **************:

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:05/04/2024

  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.

  Avalon Redmond Lakeview signed a Bulk Contract agreement with Xfinity in 2022 and made all their customers forcefully join on lease renewal.For all of 2023 I paid 50 due on rent and received NO xfinity service at all. Claim was I needed to call and set service up myself. Why is ****** happily collecting money for ******* without making sure service is provided day one of paying? Bulk contracts should make sure service is provided on lease start if you are taking money on my rent.During 2024, I had a 3 week outage where I was unable to get any support by Xfinity regular support channels (app, phone, social media) because this all is a bulk plan and have to go either with landlord or call special phone line. Special phone line is bot automated, takes at least 5 "speak to an agent" to get redirected to a 97min long virtual queue, which just ends up the call immediately.Asking for a refund on Xfinity app also does not work, because my account is not elegible for being a bulk contract.During the last 2 years, I paid for no service for 1 and crappy service and support for another. All at a higher price I can get with my previous provider, which I had to kept paying for during the no-service year.

  Business Response

  Date: 05/23/2024

  Hello ****************,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:04/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************** continuously asks me to pay rent for a payment that I already made (and one from when I moved out). They have even sent me to collections and even though the collections agency reports the dispute to them, ****** continues to claim that I owe them rent.This is for Phase 1, Apt 903, regarding the payment made on Oct. 1, 2023 for the value of $10,****** addition, the elevators were constantly broken. Occasionally, both elevators were broken, creating a major hazard to people in wheelchairs or with other disabilities. In addition, the water was constantly shut off.

  Business Response

  Date: 05/14/2024

  Hello,

   

  Please see our attached response.

   

  Please let me know if you have any questions.

  Customer Answer

  Date: 05/14/2024

  [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: 21633519
  
  I am rejecting this response because I have already contacted ****** ********. I've talked to them many times and they refuse to provide any validation of the debt. In fact, from talking to them, it seems as though Avalon has overcharged me and actually owes _me_ money.
  
  I've also sent all documentation to ****** ******** that I've paid (and that I overpaid) but they refuse to acknowledge.
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/28/2024

  Hello *** ******,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 07/29/2024

  [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: 21633519
  
  I am rejecting this response because:
  I have provided the necessary documentation. However, if they consider the matter closed and will stop harassing me that's fine as well. 
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/30/2024

  Hello *** *****,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 11/18/2024

  [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: 21633519
  
  I am rejecting this response because the screenshot shows it was processed? Not sure what the issue is. I've also sent the Brex screenshots from my own credit card company. In addition, your own debt collectors (****** ********) have accepted my explanations and stopped contacting me.
  
  
  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/13/2025

  Hello *** *****,

   

  Thank you for your reply to our most recent communication.

   

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

   

  AvalonBay now considers this matter closed. 

• Initial Complaint

  Date:04/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This note is regarding a false reservation charge that was put on my account and enforced by the company, and later sent to collections without any proof or evidence that I had been informed, despite many attempts from my side to speak with company representatives. On July 1, 2023, I visited the ********************* community in search for an apartment in the area. After viewing some apartments, I inquired regarding the leasing process from a young leasing agent ("*****") who had provided me with information of the apartments. The agent mentioned that to start, I would need to fill out an online application form and pay $50. I specifically asked if there would be any reservation fees, deposits, or other associated hidden fees. She reassured me that there would only be a $50 application fee, which would only hold the apartment for 24 hours. And that if I did not move forward with the lease until then, the apartment would automatically be put back on the website. Thus I went forward and filled out the online application and also saw the same (24-hour time notice). A few days passed (after the 4th of July holidays), I received some the regarding the application. During these days, a certain situation had also occurred that would not allow me to relocate to ******** as planned. Thus, I tired calling the leasing office to explain this and ask if I could lease an apartment in 2 month's time. After many failed attempts to speak with someone at the property, I emailed them stating that I would no longer be able to move forward with the lease at this time. Shortly after, I was replied that a cancellation fee would incur. I tried explaining that I had never been told of a cancellation or reservation fee and that I had made sure there was no such fees before even proceeding with the online application. However, again it was nearly impossible to speak with someone either at the property or the leasing agents. A few weeks later, I would receive a bill for $423.71 and a charge on my account. Again, after many attempts to speak with someone at the property or any of the leasing agents, I was finally told that this was the "reservation fee" for the apartment. They never provided me with any proof that I had actually signed off or been informed of a cancellation or reservation charge (despite the fact that their own leasing agent had assured me there would be no such thing). And the company even sent this "debt" to a collection agency which initially affected my credit. I am not in the process of speaking with the collection agency and trying to make them realize of this false charge and the fact that I was never informed of such fee before filling out the application.

  Business Response

  Date: 05/16/2024

  Hello ****************, 

   

  Please see our attached response.

   

  Please let me know if you have any questions.

  Customer Answer

  Date: 06/03/2024

  [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: 21628431
  
  I am rejecting this response because:
  

  It is important to clarify and clearly note that there was no communication with me prior to signing and submitting my application (on July 1) that there would be any potential reservation fees or any other fees aside from the $50 application fee (which was processed at the time of the application). In fact I made sure that there was none before submitting my application, as I was reassured by the leasing agent as well.
  
  Communications from both the leasing agent (*****) on the property, and on the online platform was that there was no reservation fees, and that upon submission of an application, the apartment would be taken off the market for a temporarily hold period of 24 hours. After which if I had not moved forward with the lease, it would simply and automatically put back on the market. The presence of a reservation charge was only communicated with me later on, after I had informed that I would not be able to proceed with the apartment, not prior to that. 
  
  In fact after several attempts of inquiring how the $423.71 charge was even calculated, and reaching out for more information on this charge, on August 29, 2023 (nearly 2 months later), I was sent an email with a *** file regarding New Resident Checklist, that included the following information You have five days from the date you applied to sign the lease, so please make sure to do that, to avoid your move-in being cancelled, as well as incurring a reservation fee (the *** file is also attached). This was the first time this file or such information was provided to me. I was never made aware of anything even similar to this, prior to, or when I was submitting my application. 
  
  I must have been informed of this before submitting my application. If I was to be accountable for such charges, this must have been communicated with me clearly in advance, not after I have submitted my application. This information should be mentioned to potential clients before they sign the application, not the opposite. Also, if such practice is held by the company, the leasing agents on the properties should also be educated with these guidelines, and importantly thoroughly educate and inform potential clients. This information should also be clearly noted online during the application submission process (as opposed to the website showing the 24-hour hold period, and communicating that potential residents only have 24 hours to finalize their lease, otherwise they loose the apartment). In fact this does not communicate transparency and is not good practice, since if residents only have 24 hours to finalize the lease (if not, the apartment is put back on the market), then why should there be a 5-day cancellation fee for the apartment being held for 5 days.
  
  All in all, it is crucial that potential clients should not be held accountable for the lack of adequate communication from the companys side, or to be presented with a charge without due notice or information. Any such information should be provided clearly to potential residents before they sign the application, and leasing agents must inform potential clients of any possible fees or charges. 

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

  
  

  Business Response

  Date: 06/26/2024

  Hello,

   

  Please see our attached response to his rejection. 

   

  Please let me know if you have any questions.

• Initial Complaint

  Date:04/01/2024

  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.

  Walkways to multiple front doors have been continually blocked by parked cars at the Avalon in ******, including the enclosed walkway to my own apt., and in violation of the lease terms. Property Manager ************************* has failed to enforce parking policies that would have prevented walkways to apartment doors from being blocked. I am requesting Avalon permanently move the walkway access points with cut curbs (for wheelchairs,) or place signage prohibiting parking by the access points. I believe 6 of the 8 residential buildings at the property have walkways that open up right beside garage doors where violators have been parking during the day, and overnight. Handicapped residents have been denied access to their own apartments, which I believe is a violation of Federal Law requiring access for the disabled in housing. ****** was sued by the US ************* over handicapped accessibility, and I feel the company, therefore, has a greater responsibility to ensure rental apartments are accessible to the disabled residents paying rent. I am also requesting the old, discontinued door locks be replaced as the former Portfolio Director, *********************** pledged would take place by the end of 2023, but she then failed to follow through. My own door lock did not work, and it took months to be replaced. ******************* had said locks did not work throughout the property, and two Avalon staff members witnessed a locked door be opened without a key at an apartment about to be rented. I believe it is Fraud to rent an apartment with a malfunctioning lock. My door was subsequently broken into, and the lock damaged, because the on-call maintenance worker failed to let in emergency services when I was not home. Maintenance has refused to allow me to pay for a replacement lock, and while they have checked door lock batteries, they have refused to check that apt. door locks are functional across the property. This has created an unsafe environment, and a draw for criminal activity.

  Business Response

  Date: 04/12/2024

  Hello ****************,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 05/10/2024

  [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: 21516402
  
  I am rejecting this response because:  The response was completely dishonest. *****, the Community Consultant, has spoken to a number of other residents in my presence, and have asked them to move their cars that were repeatedly being parked in front of garages, and in violation of the terms of the lease. As I am typing this evening, residents cars are parked in front of garages in violation of the terms of the lease. ***** is aware of this problem, and has suggested to me the property must hire a towing company. ***** has refused to send letters  to all residents for the past year reminding them not to park in front of garages, whereas the other Community Consultants I have known since I began living at the property in 2009 did send out reminders. Some residents' cars continue to repeatedly block walkways to multiple front doors, which is not only a violation of the lease terms, but is a violation of federal law prohibiting discrimination in housing against  handicapped residents. The residents' cars are blocking wheelchair access to front doors. ****** was sued by the US ****************** over discrimination against the handicapped in 2008, and must take increased steps to prevent this ongoing discrimination with access to front doors repeatedly being blocked at the Avalon Wilton property.

  My lock failed to work properly, and it took months to be replaced. Since that time, the front door was broken into, because the Maintenance worker who was on call failed to let in the *************** when a smoke detector went off, and I was not home. I have  concern that the lock was damaged, and it must be replaced. It must also be noted that two Avalon maintenance workers repeatedly told me locks did not work across the entire property, and ****** did not have replacement locks to install. The then Leasing Consultant, and a third maintenance worker witnessed a locked door at a vacant apartment being opened without a key fob in Building 7, and I do not believe the defective lock was ever replaced. I believe ****** has committed Fraud by not fixing the lock, and then leasing the apartment with a defective door lock. I witnessed locks fail to work properly in 3 of 8 buildings. I believe they have never been fixed. There is a legal liability for Avalonbay to have residents, and former employees being aware of specific apartments with defective locks. Maintenance has refused to check that all locks are working properly other than having tested door locks' batteries last year. It is the old, and decaying mechanics of the locks, and not the batteries that have made these locks defective. Residents may not be aware their seemingly locked doors can be opened without key fobs.  ***********************, the Avalon Portfolio Director, took the unusual step of writing to a resident, and stated to me the old, discontinued Schlage locks would be replaced by the end of 2023, but she failed to follow through. My neighbor, ***********************, who is the Director of *************** for the Town of ****** repeatedly told me her door lock has not worked from when it was first installed, She uses the dead bolt on her door instead, and goes out through her garage.  I live in one of the apartments without a garage, and my safety, and the protection of my property depends on the front door lock working. A resident in Building 5 had her defective lock replaced at the same time as when mine was replaced, which means there is a record, and pattern of door locks failing to work at Avalon Wilton.  If the manager of the Wilton property actually tested locks throughout the property, and specifically the randomly chosen door locks that I witnessed not working properly in Buildings 4, 7, and 8,  it will be confirmed for her the locks are defective. This problem will not go away until the locks are fixed, or replaced as *********************** pledged to do. I believe *********** law in *********** requires properly working door locks. By not having operable locks at the ************* property, there is a increased risk of criminal activity, and it is outrageous that Avalonbay would allow this emergency situation to continue.

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

  
  

  Business Response

  Date: 05/22/2024

  Hello ****************,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 07/19/2024

  Attached documents include: Portfolio Director's letter to me addressing Avalon's repeated failure to fix my door lock, and finally replacing the lock after a third maintenance request, and after my door was left without a working lock for weeks; also mentioned is then-Portfolio Director *************************** plan to replace all old, discontinued door locks at the Wilton property by 2023, which she eventually failed to follow up in order to ensure residents' safety, and security with functioning door locks before moving on to a position in Avalon ******************************* report with the police officer ***************** style="font-size: 0.875rem;">spoken to the ************* about parked cars on the property blocking walkways that prevent handicapped residents from accessing their apartments, and  being a witness to the ongoing problem at the property which contradicts the denial by office worker *****************;

  one of a dozen emails reminding residents of the Avalon lease terms that prohibit cars from parking in front of garages, and blocking walkways.

   

• Initial Complaint

  Date:04/01/2024

  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 lived at an **************** from ***************. AF uses a company called ***************************** that handles their utilities, however, Avalon Flatirons bills the tenants directly, which is why this is both an Avalon issue, as well as a Conservice issue. To try to sum this up, my utility billing (water, sewer in particular) went from a fairly reasonable charge (although inflated) to an outrageous jump in cost a few months after my son and I moved into our unit. This was a huge red flag that led to months and months of both companies trying to figure out what the issue was in our unit and the short answer is that it was never resolved. My particular situation with them is so convoluted and messy that its hard to even put into a small statement what truly sums up what I have gone through with this company (these companies), which is why I hired an attorney back in August after months of not getting it resolved. Every time they thought theyd resolved it and what the issue was, they hadnt and my high billing continued. I am still trying to resolve this issue even after we were released from our lease 8 months early by ****** because they couldnt resolve the issue and it couldn't continue (they even apologized for the inconvenience and frustration). My lawyer and I have a full case file on the issues that Ive had, including over 45 emails, 16 phone calls (I wanted everything in writing after I quickly realized I was being passed around), and 2 in-person meetings. We also have my previous 3 years of ************* charges that show the ridiculous difference in cost. Conservice illegally inflates their water and sewer bills, which we learned through working with our city water department, as well as many lawsuits filed against Conservice for this exact thing ******* them). ****** is still trying to bill me for around $1100 for utility billing that isnt accurate. In fact, I've overpaid my utilities while living there. I wanted to work with them to resolve.

  Business Response

  Date: 04/16/2024

  Hello ****************,

   

  Please see our attached complaint. 

   

  Please let me know if you have any questions.