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

  1301 Wall St W Lyndhurst, NJ 07071-3514

• 

  AvalonBay Communities, Inc.

  850 N Randolph St Arlington, VA 22203-1978

  

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:09/13/2022

  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.

  ***** Apartment Building in Costa Mesa CA I'm filing this complaint because Avalon makes it impossible to get past the front desk people who are never there. **** *********** is ignoring me. I have been trying to transfer to a low-income unit since early August 2022. I and my other sister qualified and all that was left was ID verification. I currently live in a 2 bedroom which I shared with them. My other co-tenant ************************* moved out because I thought their situation was settled so we will not be able to meet rent. However, Mr.*********** keeps saying that their ID verification doesn't show on his end and he's made me fill it out several times. I have received an ID verification success confirmation email but Mr.************ says "it's not good enough" and now has ignored me for weeks. I've reached out to customer care and have not heard back. They will not find an alternative way to confirm ID even though I and my sister have lived there for over 3 years. They also raised our rent $200 after my mother passed away (literally 2 weeks later). Three days ago ****** said he's got a lot of work to do and sent me away!

  Business Response

  Date: 10/16/2022

  October 16, 2022 
  Dear *** ******: 
  I have received the aforementioned complaint filed by *** ****** and have shared her concerns with the  management staff of ***** ***** *****. 
  Ms. Kerry B****, General Manager of ***** ***** ***** has reached out directly to *** ****** to assist  her with this situation. We apologize that *** ****** did not receive a response from *** **** ******  but that is because he has left the company. 
  I have confirmed with Ms. B**** that ***** ***** ***** does not have any low-income apartments  therefore, she was unsure what *** ****** was referring to in her complaint. It appears that *** ****** has been in contact with Ms. B**** and this issue should be resolved to the best of our abilities. 
  On behalf of AvalonBay, I would like to thank *** ****** for her continued residency. Please feel free to contact me directly with any questions. 
  Yours truly, 
  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 
  

  Customer Answer

  Date: 10/20/2022

  [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:09/13/2022

  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 leased an apartment unit on 08/20/2022 online. When I moved into the unit I was experiencing traffic pollution noise and requested the leasing office to give me another unit. They said that I am in a 30-day guarantee period and this period is for 30 days. Within this period I can change to another unit or cancel the lease without any penalties and leave the community. After transferring to another unit I started facing health issues (nose bleeding, headaches) because of HVAC issues. There is no in-unit AC and this is causing the issues. I got in touch with the leasing unit to cancel my lease and I will be moving out because of these issues. Now the leasing employees say that I am no longer in the guarantee period because I already changed the unit once and I have to pay 2 month lease as a penalty to move out. The guarantee lapse is never mentioned by any mode of communication while changing to another unit. I feel this is a fraudulent practice because technically I should still be in the guarantee period until 09/20. The rent charged by the property company is too much compared to other providers within the area. The property doesnt have any in-unit amenities like central AC, Micro Oven, Exhaust, and HVAC.

  Business Response

  Date: 10/20/2022

  October 20, 2022 
  Dear *** ******: 
  I have received the aforementioned complaint filed by *** ***** and have reviewed his account with the management  staff of ***** San Jose. 
  I understand that *** ***** feels he should still have been under the 30-day guarantee when he started a new lease  however, section 43 of the lease agreement states how the guarantee works. The last sentence of this section states “This  Move-In Guarantee does not apply to any lease renewal or to anyone that has previously rented an apartment in the  Community.” Since *** ***** had already signed the first lease on his first apartment, he was now in a second lease  meaning the 30-day Guarantee was no longer valid. I have enclosed a copy of this section of the lease for your convenient review. 
  Additionally, in *** *****’s second apartment, it has the exact same air conditioner set up as the first apartment. ***  ***** does have the option to terminate his lease agreement early which is outlined in section 44 of the lease agreement  that he signed on August 25, 2022. I have enclosed a copy of this section as well. 
  On behalf of AvalonBay, I would like to thank *** ***** for his residency. 
  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  Jennifer W***** 
  Loss Mitigation Manager 
  AvalonBay Customer Care Center 
  

  Customer Answer

  Date: 10/20/2022

  [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:
  
  Regards,
  
  ************************* *****
  

• Initial Complaint

  Date:09/13/2022

  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 was promised my deposit to be returned to me within 21 days, it has been almost a month and a half. I still have not received my deposit back. They told me that they accidentally put the wrong zip code on the later, but I told them to cancel the check because I wouldn't be able to receive it. They have been giving me the run around and now they aren't answering my calls.

  Business Response

  Date: 09/21/2022

  September 21, 2022 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ****** and have reviewed his account in its  entirety with ***** San Jose. 
  

  First, I would like to apologize to *** ****** for the errors regarding his address. We do strive for  perfection but sometimes fall short. I have confirmed that the first check that was sent out on August 22,  2022, was sent to an unknown address, and was returned to AvalonBay as undeliverable. I reviewed the  address that check was sent to, and it was in fact incorrect. 
  On September 12, 2022, a new check was sent to the corrected address which I did confirm is the same  address that *** ****** provided on this complaint. As of today, he should have received the  replacement check. If *** ****** has not received his check, he can reach out to me directly at the email  address below. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 
  

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just moved to Avalon ********* a month ago. Elevators are down once a week or so. And I have lost two packages already. The gates are only decorators. Both packages are large, but the apartment's recordings are incompetent. Police came and reviewed the recording (without me), and they still could not locate my package, given the exact delivery time and carrier. It was funny that last week when I came to the office to deal with this issue, I found another newly moved-in resident had lost a mattress. Cannot imagine how they manage to steal that. Somehow I feel some insiders might be doing shady things. One of my packages was torn apart and stolen in front of my room door. I guess thieves might not bother to come upstairs to steal because 99% of the package is piled on the ground floor. Police suggest I pick up from ***** and *** stores in the future because such cases frequently occur in this apartment, and they are not changing a bit. Spend $500 for a lesson. I guess no one might reimburse me for these losses, but I hope I do not need to do that for all future packages. It seems unsafe and no action is going to make.

  Business Response

  Date: 10/20/2022

  October 20, 2022 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ** and have reviewed his account with the  management staff of Avalon *** *****. 
  First, I would like to apologize to *** ** for any inconvenience that he may have experienced. Some things are out of our control, but we do our best to provide the best experience for all our residents.  
  The management staff has confirmed that all of the package carriers utilize the ****** *** Locker  system onsite. In this situation it was a delivery via *** ** who failed to deliver the packages correctly.  The monitor for the ****** Lockers clearly instructs carriers if the packages are unable to fit inside the  hub to deliver “Door2Door”.  
  In reference to delivery time, we have found that in many circumstances, the carriers will scan packages  as delivered while they are still on the delivery truck, and this makes it nearly impossible for us to locate  the resident’s package on video because we cannot be 100% certain when the packages were delivered or if they were delivered to the correct address. The management team has been working with all carriers  and filing complaints to ensure that packages for our residents are delivered securely and are not left on  the ground in the amazon hub areas. Furthermore, the office staff does walk the package areas 30  minutes before closing every day to ensure packages are delivered securely. We understand this is  frustrating however, the management team is doing everything they can to assist. 
  On behalf of AvalonBay, I would like to thank *** ** for his continued residency.
  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation Manager 
  AvalonBay Customer Care Center 
  

  Customer Answer

  Date: 10/20/2022

  [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 ********, their replies are reasonable and it seems they are doing stuff. But clearly what they do now is not enough. Hopefully they can do better.
  
  Regards,
  
  ******* **
  
  

• Initial Complaint

  Date:09/02/2022

  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.

  I have only been in this new apt a month I work morning and sometimes get back to the apt late and always notice lots of people walking around come in and out of the apt that's not unusual so about 3am in the morning I decided to walk around the apt complex something I had not done and its new construction. But what I found wasn't good. So the parking door were left open on my 3rd floor someone had prop the door open with a piece of still this was keeping open, This was done on all floors and on the 1st floor the side door to the street was prop open. Now I sent Management serval emails about this stating my concerns and sent pics with no response. Not soon after the emails I would come home and my stuff would be moved around I also sent Management about someone being in my apt when I wasn't there still no response. I want to make sure of this before I reached out again and I started noticing this being repainted and holes in the walls. So what it looks like someone had changed out the new stuff for old or new used this my sink I have pics below So if this is the case Management is in on this and or don't care. RENTER BEWARE!!! WHEN COMING HERE!!! Make sure you take pics of the apt the very first day you move in... Now they claim they never got the emails as you'll see that's not true. Also there were hacking my internet and stealing my mail some had copied my keep and was taking my mail. After I went straight to the management desk the next day I got mail. So I had them change the lock on the mailbox. I'm paying 2000gs this should not be happening. what I want is to move into another apt this is radicicolous. Know one should have to go through this. This now looks like ***** * not bashing **.

  Business Response

  Date: 09/18/2022

  September 18, 2022 

  Dear *** ******: 

  I have received the aforementioned complaint filed by *** ******** and have shared his concerns with  the management staff of Avalon ********** *******. 
  

  I have confirmed with Ms. Tabitha M*******, Sales and Service Supervisor of Avalon ********** ******* that she has attempted to reach out to *** ******** multiple times with little success. I have enclosed a  copy of the communication she has documented on *** *******’s account. 
  

  Regarding the mailbox, the management staff did change the lock on the mailbox and was informed by  USPS that *** ******** was not including his apartment number on his mail which is why he was not  receiving it. 
  

  On Friday, September 9, 2022, *** ******** walked past Ms. M******’s office and she decided to stop  him on his way out to discuss the voicemail he left at the Customer Care Center on August 29, 2022, and  any concerns he is having. *** ******** replied he did not leave a voicemail, and everything was fine  in his home. 
  

  The management staff has done everything they can to try and discuss *** ********’s concerns but have  not had any success. If *** ******** still has any concerns, we ask that he reach out to the management  staff to discuss then and give us the opportunity to resolve his concerns. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center
  

  Customer Answer

  Date: 09/21/2022

  [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:
  
  Regards,
  
  ***************************
  
  This a flat out lie!!! I never talk to ******* she and the front desk have been avoiding me every chance they get. Which is why I am stating that they are involved in someone having access to my apartment. She also claims she has not received any email from me also a lie I purposely email her from my job. So she is getting my emails. I have proof.  I have started speaking with a lawyer this is ridiculous.
  

• Initial Complaint

  Date:08/29/2022

  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.

  May 10, 2022: I noticed water dripping from the ceiling into my **** and school books and on the floor. Notified emergency maintenance and was told there wasn’t anything they could do, as the pipes were leaking and needed to find a way out. Contractors were sent out to repair the drywall. July 21,2022: The roof started leaking again. Was told the same thing, however, it ended up stopping prior to maintenance stopping in.They ended up cutting a hole in the side of the wall to try to find out what is going on. August 19, 2022: water is leaking out the walls from the floor causing puddles in the hallway, bathroom, and dining room.maintenance vacuumed up the water, cut out carpet. August 29,2022: water leaked from the floors/walls again from the bathroom, dining room, and hallway. They brought a dehumidifier to remove the water. I was told my the maintenance supervisor that this is normal for a first floor unit. I expressed that I had lived in first floors before and this has never happened. I also reached out to the others in the community who do not have this issue. They are not fixing the issue at hand which results in water coming out four times already with no fix!

  Business Response

  Date: 09/11/2022

  September 11, 2022 

  Dear *** ******: 
  

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

  First, I would like to apologize to **** **** for any inconvenience that this may have caused.  
  

  Upon review of the account, it appears that this was a timing issue where we had not processed the payments that **** **** had provided to the leasing office at move in, until after we had processed the final statement of deposit. We apologize that this  was not completed timely and created incorrect statements being sent out to **** ****. We do strive for perfection but  sometimes fall short. 
  

  On August 30, 2022, we processed two payments for $2,915.00 and $1,285.32. On August 31, 2022, we refunded a total of  $3,854.68 which consisted of the security deposit and payment less the five days of rent for the time the apartment was  occupied. No additional charges were billed. As of today, this should be resolved however, if **** **** has not received the  refund of $3,854.68, they should contact the Customer Care Center at 1-877-282-6246 and someone will be happy to assist. 
  

  On behalf of AvalonBay, I would like to thank **** **** for their residency and wish them the best in their future endeavors. Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center

  Business Response

  Date: 09/18/2022

  September 18, 2022 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ******* and have shared her concerns with the management staff of Avalon at ********* ******. 
  I have confirmed with the management staff of Avalon at ********* ****** that we do show the tickets entered for the  leak concerns. We also show that each incident our maintenance team responded promptly, investigated, and scheduled  repairs accordingly and timely.  
  

  We do believe the leaks are being caused by a clogged HVAC line which could stem from any apartment above *** *******’s so while the leaks are in the same place in her apartment, it doesn’t necessarily mean the same apartment is  causing them. The management team has modified their process when turning vacant apartments to include checking and  if needed unclogging the HVAC lines to minimize this from happening going forward.  
  

  The management staff will contact the residents above her to request access to check and unclog the HVAC if needed to  hopefully prevent this situation from continuing. Since the requests were completed and handled timely, the management  staff does not feel any refunds or credits are owed.  
  
  On behalf of AvalonBay, I would like to thank *** ******* for her residency. 
  

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 
  

• Initial Complaint

  Date:08/24/2022

  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.

  Recently, my family moved away from an Avalon property in *****/Westford Massachusetts after just under 3 years of living at the property. On moving out of the property, we were offered a clean sweep option provided by Avalon's partner ******* ******** ***. We chose to go with another option to clean the apartment. The first red flags were that on the 1st of July at 2PM, we had a scheduled pre-check. No maintenance showed up. When we spoke with an associate we were told maintenance would reach out if anything beyond basic wear and tear required attention, maintenance would reach out after the inspection (done July 14th). No one reached out. We assumed we were all squared away. We moved out of the apartment on July 14th. I noticed a water bill came up on my account, but in the first week of August we got back the security deposit back minus the water bills which was expected. There was an additional note added with the security deposit mentioning that we did not select the clean sweep option but included a line item of $160. The way the memo read and with the security deposit back, it looked almost like a generic statement just mentioning that I rejected that clean sweep option. Two weeks later, we got a note from Avalon saying I owed them $160 and they would send a bill which we did not authorize to collections if it was not paid. When I asked for details they told me I was charged for ******* ******** for a cleaning; the exact cleaning I did not authorize. The money was not taken off the security deposit, it was a direct invoice to me for something I did not authorize. I asked Avalon for clarifying details with an itemized list of services and they said it was just for cleaning without a full breakdown of the reason why the cleaning done was not up-to-snuff; there was no itemization provided. The bill will be paid by the end of the week to avoid collections only. We feel we are being charged for services we did not agree to. Cancel or refund, please.

  Business Response

  Date: 09/18/2022

  September 18, 2022 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ****** and have reviewed his account with the  management staff of Avalon *****. 
  

  I have confirmed that additional cleaning was found necessary to restore the apartment back to move in  ready condition as stated in sections 49 and 50 of the lease agreement. The management staff of Avalon ***** was agreed as a customer service gesture to waive the cleaning charges and refund the $160.00. 
  

  *** ****** can expect a check in the amount of $160.00 in the next 7-10 business days to the forwarding  address he provided. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 
  

• Initial Complaint

  Date:08/22/2022

  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.

  Executed a lease with Avalon Bay at their ****************** location in NJ 2 months - scheduled to move in this Friday, 8/26. I am scheduled to move into Apt 455, but noticed on their website another unit - *** - is currently running a promotion for $110 off per month for the first 13 months ($1,430 off for the lease). I called initially and asked if I could get the same deal since I had not moved in yet, rightfully so, they said no because my lease for that unit was already signed. I then asked for a transfer to that unit (which I am allowed prior to move-in), they initially argued that I was not allowed a transfer, but after pushing back further, they agreed that I am eligible for a transfer up till move-in. They claimed that since I executed my lease 2 months ago, they would transfer me to the other unit, but without concessions. I believe this to be illegal. I am allowed a transfer to any unit (downgrade/upgrade), up until move-in date. Why would I not be entitled to the deal/promotion for the new unit I'm transferring too? I am speaking to legal counsel because I believe this to be an illegal practice, but I'm trying to see if someone at Avalon Corporate can reason here. I believe the leadership at the ****************** location needs to be reprimanded. They are nickel-and-diming and I will take this to court if need be. I am entitled to the deal as advertised on the website up until move-in.

  Business Response

  Date: 09/26/2022

  September 26, 2022 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ******* and have shared his concerns with the management staff of Avalon ********** *******. 
  *** *******’s lease reflects the correct amount that he was quoted along with all other prospects for his specific apartment  on the day that he applied and leased with us. Rates are subject to change at any time and are based off of the fair market  value at that current time. 
  

  After *** *******’s had signed a lease, he asked us to offer him promotional pricing that was being offered on a different  apartment which we advised that we could not do. If we had of offered him the promotional pricing after executing his  lease agreement, we would have violated the Fair Housing Act but offering him special treatment that was not offered to  all other customers during the time that *** ******* signed his lease. In addition, each apartment is priced according to  unique factors such as location, view (positive or negative), date available, etc.  
  

  We apologize that *** ******* is not satisfied with our decision and we hope he understands why we had to make the  decision that was made. 
  

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

  Please feel free to contact me directly with any questions. 
  

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

• Initial Complaint

  Date:08/20/2022

  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 signed a lease agreement electronically with Avalon Bay for their **************** community on July 18. I paid the security deposit and rent for the rest of the month in two separate cashier's checks directly to the leasing office on move-in day which was July 19. Due to various reasons, the leasing office allowed me to end the lease on July 23 without any further obligations and told me that the security deposit and remaining of my rent will be sent back to me. However, on August 8, I received an email from their Prior Resident Department  claiming that there is unpaid rent for the five days of my lease. Further, the account statement attached failed to reflect the security deposit and rent I paid on the move-in day. I immediately wrote a dispute email to clarify that I have already paid the rent and the security deposit. The fore-mentioned email was sent to their Prior Resident Department and Resident Recovery Department on August 9 and August 12 respectively. It's been over 21 days since my move-out day, and I've never received any response from either of the departments. I am seeking immediate restitution of my security deposit and the remaining of my rent.

  Business Response

  Date: 09/18/2022

  September 11, 2022 
  

  Dear *** ******: 

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

  First, I would like to apologize to **** **** for any inconvenience that this may have caused.  
  

  Upon review of the account, it appears that this was a timing issue where we had not processed the payments that **** **** had provided to the leasing office at move in, until after we had processed the final statement of deposit. We apologize that this  was not completed timely and created incorrect statements being sent out to **** ****. We do strive for perfection but  sometimes fall short. 
  

  On August 30, 2022, we processed two payments for $2,915.00 and $1,285.32. On August 31, 2022, we refunded a total of  $3,854.68 which consisted of the security deposit and payment less the five days of rent for the time the apartment was  occupied. No additional charges were billed. As of today, this should be resolved however, if **** **** has not received the  refund of $3,854.68, they should contact the Customer Care Center at 1-877-282-6246 and someone will be happy to assist. 
  

  On behalf of AvalonBay, I would like to thank **** **** for their residency and wish them the best in their future endeavors. Please feel free to contact me directly with any questions. 
  

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

• Initial Complaint

  Date:08/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of a apartment in their **** ****** property on 6/9/2022. I was issued my returned deposit with a statement date of 6/28/2022. The returned security deposit included an itemized list of all deductions along with it. The letter also stated this was a final breakdown of all final charges. On 7/29/2022 I received a voicemail from their recovery department stating my security deposit has been processed. Since 7/29/2022, their recovery department has been calling my 3-4 times a day. I spoke with one of the representatives and told her that I had already received my final statement that included my returned security deposit. She said they only issued that due to state timing requirements and that I now owe them money. They have not provided me with any kind of breakdown for what I am being charged for. They are well outside the required 21 days since they processed the security deposit on 7/29/2022. They have been constantly calling my phone multiple times a day. They are aware they are outside the CA timing requirements but do not seem to care.

  Business Response

  Date: 09/18/2022

  September 18, 2022 

  Dear *** ******: 
  

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

  First, California requires a landlord to process the final statement of deposit activity within 21 days from  move out. Although we prefer to have all the final bills when we process the final statement, it is not  required by the law and is not always possible. 
  

  Sections 49 and 50 of the lease agreement that *** ***** signed on May 25, 2021, explains that the apartment must be returned to us in the same condition as it was received less normal wear and tear.  Carpet replacement, painting, and apartment cleaning are not considered normal wear and tear. I have  enclosed a copy of these sections from your convenient review. 
  

  *** ***** did receive a refund of $1,031.04 that was processed on June 28, 2022, prior to the final  invoices being received. On July 13, 2022, we sent a second Statement of Deposit Activity with the  balance of $1,096.00 for damages at the time of move out. The charges consisted of five hours for  painting at $25.20 per hour done internally, totaling $126.00, $180.00 to clean the apartment, $85.00 to  power scrub the resilient floor, and $705.00 for carpet replacement which was all necessary to restore the  apartment back to move in ready condition as stated in the lease agreement. 
  

  As of today, *** ***** has an outstanding balance of $1,096.00. He can go online and pay the balance in  full using his Avalon Access account or can contact our Resident Recovery team at 1-855-282-4100 to  settle his account. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center