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:10/23/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, daughter and I were living at Avalon ***** for a year. We decided not to renew our lease due to the high increase of the rent that were offer to us should we renew. At move out we declined the clean sweep service because we took good care of the place and we didn't feel this was necessary. The day prior the move out date, we did a last cleanup, leaving everything as good as it was when me moved in. We returned the key fobs and expected to do a final inspection with someone from the leasing office but this did not happen, they told my wife it was not necessary. A week later I logged in my resident account and saw some charges related to water, etc. which I immediately paid. Another week went by and notice there were more charges, this time $460 with no other description than Damage/Itemized Charges. I visited the leasing office and was told that they didn't have an idea of what those charges were for so they gave me a phone number to call. Called that number but couldn't talk to anyone until next week when I got a call back from **** ******. I asked her about those charges and how could I see what I was being charged for, she told me that they sent that information over certified mail and that I should be receiving it soon but anyways she could also send it to me over email. Shortly after I received an email with what I thought was an explanation of charges. I replied back asking for someone who could actually explain those charges to me and a couple of minutes later I received another call from ****, unfortunately in this call there wasn't any explanation other than those charges are there because we can charge whatever we say kind of response. I felt a little bad with this treatment because I always took care of the property and I felt I wasn't reciprocated with the same sentiment. I was charged for Apartment Cleaning when the apartment was pristine, Miscellaneous, Painting, etc. None of these charges were ever explained to me.

  Business Response

  Date: 12/04/2023

  December 4, 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 September 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 wall repair, painting, apartment and grout cleaning are not considered normal wear and tear. The expenses for such damages would be the responsibility of ******* ******.

  On September 12, 2023, our maintenance staff conducted a final inspection and found that the apartment and the flooring necessitated cleaning. Furthermore, the walls had holes which required drywall repair and painting. I have enclosed the photos of the damages for ******* ******’s convenient review. 

  Respectfully, Florida law does not require a landlord to conduct a final inspection with a tenant. If the lease states otherwise, then the landlord would be contractually bound to do so, but there is no statutory to do so. ******* ******’s lease agreement does not state that they are required to be present during the inspection.

  As a customer service gesture, the management staff of Avalon ***** has agreed to waive $260.00, which represents the apartment and grout cleaning charge to thank them for their residency. Due to this credit, we will refund $266.67, which includes the credit balance of $6.67. We will process this refund in 7-10 business days, and they can expect a check via *** Next Day Air for $260.67 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

  Customer Answer

  Date: 12/08/2023

  [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:10/16/2023

  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.

  Myself and a roommate rented an apartment (************************************Arlington, VA). Upon moving in, we notated damage (trim coming off microwave, many scratches in refrigerator, dishwasher about to fall out). We also noticed two sections of small stains on the carpet (two blackish circles near where the hardwood meets the carpet and another smaller stain on the farthest 1/3rd of the living room carpet). We assumed that the carpet was older and the stains occurred from prior tenants and our interest in renting this space was not affected by them being present. The apartment complex's maintenance team additionally came out (roughly in April / May) and cut a 9in x 9in hole in our drywall above the A/C unit which they then allowed the dust and debris to call into that same area as the two black stained circles. Upon out move out, we cleaned the apartment to the exact same level it was presented to us upon our move in day (including the two stained sections of carpet). We additionally have a time stamped photo of when we moved in showing that the two stains were already present. We moved out on Sept 16th, and just received (as of Oct 12th) a statement showed that the apartment complex is charging us $1245 for an entire new carpet. I have spoken with the Avalon Customer Service team and they have repeatedly told me because we did not note these stains, we are being held responsible for them. Additionally, while we did have renters insurance during our lease there, even if we wanted to file a claim, we could not since it would be a knowingly false insurance claim which in Virginia is categorized as Grand Larceny and punishable by law. I have submitted the photo to the Customer Service team as well as scheduled a meeting (or attempted to) with the Property Manager on 10/17. We are categorically and unequivocally denying that we, as tenants, caused either of these stains. The photo sizes are too large to attach so please let me know if there is another way to submit them.

  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.
  

  The enclosed sections 49 and 50 of the lease agreement that ****** ***** signed on July 9, 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 and carpet replacement are not considered ordinary wear and tear. The expenses for such damages will be the responsibility of ****** *****.

  Upon moving into their apartment on August 27, 2022, ****** ***** completed the Move-in Checklist and listed that the dishwasher had missing pieces. Additionally, they noted that there were scratches on the refrigerator and damages on the bottom right of the microwave. The Move-in checklist does not indicate stains on the carpet.
  

  On September 18, 2023, our maintenance staff conducted the final inspection and found that the apartment needed cleaning throughout. Furthermore, there were stains on the carpet in the bedrooms, living room, and dining room necessitating in carpet replacement. 

  Due to ****** *****’s absence of documentation regarding the stains on the carpet, it has been determined that the stains are the result of ****** *****’s negligence after moving in. Furthermore, the enclosed photos exhibit damages to the carpet beyond the two stains that ****** ***** is disputing.
  

  As a customer service gesture, the management staff of Avalon at Arlington Square has agreed to waive the carpet damage charge of $1,245.95 to thank ****** ***** for their residency. Due to this credit, we will refund $1,245.95. We will process this refund in 7-10 business days and ****** ***** can expect a check via *** Next Day Air for $ to the forwarding address we have on file once the refund is processed.

  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: 11/27/2023

  [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:10/09/2023

  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.

  I vacated the property when my lease ended in July of this year. Since that time, Avalon has refused to return my security deposit and has further attempted to bill me for damage that they supposedly found during an inspection I was not aware of or properly given notice to attend under DC law. Since July we have been attempting to have our security deposits retuned, and Avalon Bay refuses to do so in a timely manner in compliance with DC law. Every attempt to communicate with Avalon in writing to discuss the matter has been ignored or overlooked, and now they threaten to send us to collections over an unpaid debt that we don’t even owe. We are being extorted by this shady company, and I hope that by drawing attention to the issue no one will ever have to go through this with them again.

  Business Response

  Date: 10/27/2023

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

  This matter has been resolved. A response was sent to **************** today in regard to his dispute which has been attached.

  Please let me know if you have any questions.

  Customer Answer

  Date: 10/27/2023

  [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:10/06/2023

  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.

  I rented an apartment room in AvalonBay (Avalon ****************** community) from June to August for 2 months. Because I forgot to inform the leasing office my move-out date, so I need to pay for more than 1 months rent by the contract. But the leasing manager and the contract mentioned that when the apartment room has been re-rented, I will not need to pay any more. Actually the room has been re-rented since Aug 18th, so my account balance should be re-calculated. The work started at Sep 12th and this work should be done in 7-10 business days, but I haven’t received anything yet. I have received an email at Sep 22nd that told me this work would be done in no more than 3 to 5 business days. But now it is Oct 6th, I still haven’t received anything. Actually I have paid all the rent of August and the deposit, the apartment has been re-rented since August 18th, so my leasing manager have sent the email to the accounting department that I should not pay any more after Aug 18th. By this reason, I should receive the refund for around $2700. But it has lasted for more than 1 month, I didn’t receive anything.

  Customer Answer

  Date: 10/26/2023

  From: ********************* <*******************************>
  Date: Wed, Oct 25, 2023 at 5:23 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Hi,
  
  Actually my problem has been solved now. So I want to cancel my complaint. Thank you!
  
  Best regards,
  
  *******

• Initial Complaint

  Date:10/04/2023

  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.

  This community is one of the jankiest, most scamming *** communities ever! I’ve been going through **** moving over here and regret it. After 4 months I am JUST now being placed in my correct unit. I’ve dealt with everything from pests in the home to broken utilities and NO office acknowledgment of their fuck up. I’ve been overcharged and hit with hidden fees from this office ran by nothing but ghetto *** people. From the office manager to the secretary all of them hood boogers are USELESS AS ****. They provide NO resolution and won’t give you anybody superior to thems number. I want management at the highest level but yet I’ve been getting the run around. The property manager ********* is as useless as they come. She is more concerned wearing her tight ass dresses and flirting with potential residents and has yet to do her job! ***** ****** is incompetent and has messed up my leasing paperwork on ALL 3 occasions. We have been overcharged and I am almost sure one of these employees stole my personal information (SSN) and has been doing identity fraud. My next step is contacting my attorney and COMPENSATION. I have 3 children all under the age of 11 and this move to this GHETTO RAGGEDY DIRTY BUG INFESTED OVERPRICED ******** *** community has been the worse decision of my life. This is supposed to be a “luxury” community and it’s been more ghetto and dirty than Southeast DC. I feel like I live in the hood and am paying **** near if not $3000+ to live here. I might as well had stayed in my previous home! I want compensation at the highest level and I have money to obtain a lawyer. I feel I have been discriminated against and treated like this because I am a young ******* ******** female. The staff is compiled of all ******** and I do want to get their paperwork checked because I refuse to believe they are all citizens.

  Customer Answer

  Date: 10/18/2023

  This community is one of the jankiest, most falsely advertised communities ever! I've been going through **** moving over here and regret it. After 4 months I am JUST now being placed in my correct unit. Ive dealt with everything from pests in the home to broken utilities and NO office acknowledgment of their incompetence up. Ive been overcharged and hit with hidden fees from this office ran by nothing but unqualified people. From the office manager to the secretary all of them hood boogers are USELESS. They provide NO resolution and wont give you anybody superiors number. I want management at the highest level but yet Ive been getting the run around. The former property manager ***************s incompetent and has messed up my leasing paperwork that has lead to these future mistakes.. I have 3 children all under the age of 11 and this move to this GHETTO RAGGEDY DIRTY BUG INFESTED OVERPRICED community has been the worse decision of my life. This is supposed to be a luxury community and its been more ghetto and dirty than Southeast DC. I feel like I live in the hood and am paying near if not $3000+ to live here. I might as well had stayed in my previous home! I want compensation at the highest level. 

  Business Response

  Date: 11/07/2023

  November 7, 2023

  Dear *** ******:
  

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

  First and foremost, we extend our apologies to *** ***** for any inconvenience she may have experienced. We remain dedicated to ensuring their satisfaction with their apartment, and we have diligently pursued all reasonable avenues to address *** *****’s concerns.

  On July 7, 2023, *** ***** moved into a 2-bedroom, 2-bathroom townhome in accordance with her original lease agreement executed on July 5, 2023. *** ***** was unsatisfied with the size of the apartment and opted to use their 30-day guarantee to transfer to a 3-bedroom. We accepted her notice to vacate as of August 4, 2023, and transferred her to a 3-bedroom as of September 8, 2023. 

  Following their move into the new unit, *** ***** and *** ******** informed management staff that the apartment smelled of smoked and expressed that they were unhappy with the apartment as it was not a renovated. The maintenance staff addressed minor repairs and provided an Ozone machine to remove the smoke smell. ********, Community Manager, apologized for any confusion that may have occurred as the apartment was not scheduled for renovation. ******** contacted *** ******** later that day and provided two transfer options. The first option was to transfer them to a 3-bedroom at Avalon ******* *****, a sister community, which was available for move-in on Saturday, September 9, 2023. The second option was to transfer them to a 3-bedroom apartment within the community; however, the apartment would not be available until September 30, 2023. *** ******** agreed to transfer to the renovated apartment within the community on September 30, 2023. Furthermore, as a customer service gesture, the management provided a three-day credit to rent of $286.00 to the unrenovated apartment. We also would provide a $1,000.00 rent concession to the renovated apartment that they would transfer to on September 30, 2023. 
  

  On September 9, 2023, **** *., Sales and Service Supervisor, inspected the apartment for the smell of smoke. He did not detect the smell of smoke; however, he left the windows open and removed the Ozone machine. **** called *** ******** and informed him that the smell had improved. 

  On September 11, 2023, and September 12, 2023, *** ***** contacted the Customer Care Center and expressed that she was not satisfied with the credit provided and wanted to be compensated for movers. 

  **** called *** ******** on September 12, 2023, in response to *** *****’s concerns and *** ******** stated that they could smell smoke in the washing machine, however he agreed that there had been a noticeable difference from when he came to the apartment on September 9, 2023. *** ******** also expressed his concern in being transferred to another unrenovated apartment later that month. Kyle informed him that we do allow smoking on the property and that the smell of smoke may be coming from a neighbor and assured him that the new apartment would be renovated. *** ******** was also provided the option to be let out of his lease.

  Later that day, *** ***** came to the leasing office and requested that the agreement that ******** had offered to *** ******** be put in writing in addition to emails addresses for the management team. Kyle provided the emails, applications, and the notice to vacate form that was needed to complete the apartment transfer for later that month. He also emailed both *** ***** and *** ******** outlining the offers that were provided, which I have attached.
  

  Until now, we received maintenance requests for a clogged toilet and stove issue however, no service request has been received for pest control. We kindly request *** ***** to submit a maintenance request for the pest control issues so that we can address and resolve them. 
  

  AvalonBay firmly believes that no additional credits or compensation are warranted, as we have already applied the discussed credits to *** *****’s account.
  

  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: 11/18/2023

  You all didn’t do a single thing. Ofcourse we settled it took you all too long and I had to move. Please stop contacting me this was useless. I would’ve been better off alerting the news. I will be sure to add onto my 7 on your side claim how useless this was and I will NEVER take this route again. All your corporations are janky as ****. And no I’m not correcting my terminology 

• Initial Complaint

  Date:09/25/2023

  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 was given an invoice of $4,533.22 and told that it was because my apartment was returned “beyond normal wear and tear.” I clearly (and I have a witness) left my apartment in great condition with nothing beyond normal wear and tear. Carpets were vacuumed with normal tread wear, hardwood floors were mopped and undamaged. Holes from hanging pictures or shelves were neatly filled so only touch up paint needed to be applied. Bathrooms and kitchen were left clean. The invoice from Avalon stated that they replaced the entire flooring to a different lighter color laminate (I verified the sku on the contractors invoice) throughout and painted the entire apartment. This is considered a renovation therefore I should not be charged. I am continuing to dispute all charges. If this isn’t resolved, I will get lawyers involved, and will take this to court if needed, since I have picture evidence and a witness not on contract, that can’t attest that a renovation was not needed when we moved out. ***** ******** ***** will not provide me with pictures of the so called “damage beyond normal west and tear” that required them to change out the entire flooring to a different color laminate or paint the entire apartment. I am requesting the charges to be removed plus the remaining balance of my deposit returned to me.

  Business Response

  Date: 10/11/2023

  October 11, 2023

  Dear *** ******:
  

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

  Section 49 and 50 of the lease agreement that *** ***** signed on July 7, 2022, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear.
  

  Ordinary wear and tear is considered unavoidable damage and painting, apartment and carpet cleaning are not considered ordinary wear and tear. The expenses related to stove and refrigerator replacement will be the responsibility of *** *****.

  On July 2, 2023, our maintenance staff conducted the final inspection and identified the need for painting, cleaning, as well as replacement of the apartment’s flooring and carpet. Although we do not possess photographic evidence to validate the issues, please note that providing photos is considered a courtesy. I have enclosed the Move-out checklist for *** *****’s convenient review. AvalonBay maintains the stance that no additional credits are warranted.

  As of today, there is an outstanding balance of $4,533.22 which can be settled by *** ***** calling our Resident Recovery team at ###-###-####.
  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: 10/21/2023

  [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:

  There is no evidence to counter the picture evidence that we provided that our apartment was left with nothing beyond normal wear and tear.

  The initial fees that were being unfairly charged for (replacement of the entire flooring and painting the entire apartment. Carpets changed to laminate throughout, original darker laminate in living room changed to lighter to match entire floor throughout the apartment which is technically considered a renovation) made no mention of appliances that we were being charged for, yet all of a sudden in the BBB response, you NOW mention that that these fees are for appliances being replaced?! The appliances were left completely in working order. 
   
  At this point, it is sounding more and more like you are trying to cover up for unethically trying to charge us for a renovation that you chose to do to the unit in your complex along with all the other unit and property upgrades that the complex is currently undergoing. 

  Please provide evidence that indicates that there was that much extensive damage left that the entire flooring throughout needed to get replaced, the entire apartment repainted beyond touch up, and appliances needing to be replaced. Further, your team failed to inspect the apartment the Monday following our departure, per what your management team sId they would do. Instead, they waited nearly 2 weeks AFTER we left to do a walk through. That in itself is unethical, since there was no one that would have ever been aware if the apartment had someone break in between the time of our departure up till the time of the inspection. The security on the premises, though they state is gated still was unreliable in the frequent gate breakdowns that continuously occurred, and the riffraff that would frequently wander onto the property. 
  

  At this moment your denial and unethical attempt to cover up a renovation by trying to charge me unnecessarily, and retaining my entire deposit, when we left the apartment clean with nothing beyond normal wear and tear per our contract, is illegal and I will not hesitate to take it to court if needed. 
  

  I expect all charges to be removed and my deposit returned.
  
  Regards,
  
  ***************************

  Business Response

  Date: 11/06/2023

  November 2, 2023

  Dear *** ******:
  

  Thank you for your reply to our most recent communication.
  

  I would like to apologize to *** ***** for any confusion caused by our previous communication. *** ***** was not billed for stove and refrigerator replacement. The charges solely encompassed painting, apartment cleaning, flooring replacement, as well as wall and ceiling repair. For reference, I have included the itemized receipt, which was enclosed with her final statement sent on July 12, 2023.

  Respectfully, the final inspection took place July 2, 2023, five days after *** *****’s departure from the apartment, which occurred on June 27, 2023.
  

  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 thank *** ***** for her residency with ***** ******** *****. 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: 11/10/2023

  [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:

  ***** has still absolutely no evidence (they are running on here say from the maintenance person that walked the apartment) that an entire overhaul/renovation was needed. There is no photographic evidence contradicting the photographic evidence that I have provided that a complete replacement and conversion of the entire flooring (carpet/laminate) to an entirely different wall to wall lighter laminate flooring was necessary, including a complete wall and ceiling paint job. 
  
  The second reply that they provided again is evidence that there is no communication or evidence provided from the actual property and that they are trying every antic to try to scam me out of my deposit to try to corner me into paying for THEIR CHOICE to do an apartment RENOVATION when the apartment was left with nothing beyond normal wear and tear. Their second reply stated that the charges included “wall and ceiling repairs”…. Again… “repairs” to the wall and ceiling were not even something they initially were trying to charge me for. Avalon’s lack of integrity in trying to swindle its tenants into trying to cover THEIR full apartment renovations to improve their community is completely unethical. They continuously keep trying to modify their response/change their story regarding what I am being charged for, but in doing so, proves that they have no foundational continuity and is more evidence that everything they say should be discredited. 
  
  I have further attached a message that I sent directly to one of the office managers regarding my departure. The message was sent on June 22nd stating my last day on the premises was that day, with a reply, therefore she was aware that we were no longer there. ******** ***** stated she was going to send someone to the apartment that Monday to inspect it, but failed to do so. 
  
  if I need to take this to court I will. Avalon can’t get their story strait. Their invoices prove that they chose to do an entire apartment renovation. My photos contradict that a full renovation has damage beyond normal wear and tear that warranted an entire renovation. They have no evidence that there was any damage beyond normal wear and tear except hearsay from a maintenance employee that abbreviated on a form (with no specifics even) that everything needed to be replaced 10 days after I had told management I vacated the premises. 
  
  Again, I am asking that all charges be removed and my deposit returned due to the massive lack of integrity and unnecessary stress that this business has caused. 
  
  Regards,

  ***************************

  Business Response

  Date: 11/15/2023

  November 15, 2023

  Dear *** ******:

  Thank you for your reply to our most recent communication.
  

  Respectfully, the replacement of the flooring was necessitated by damages rather than a scheduled renovation.
  

  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. 

  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: 11/18/2023

  [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 this company is considering the case closed, and not accepting responsibility for unethically doing a renovation under the false pretense that entire flooring replacement was necessary and beyond normal wear and tear, despite me having given the corporate office picture evidence otherwise; and despite me providing documented proof in the renovation invoices that the entire flooring originally carpet and darker laminate in the living room/kitchen area was changed out to brand new wall to wall lighter colored laminate throughout, so that the entire apartment would have a new seamless flooring. The corporate company unethically continuously changes their story regarding what the charges are for, because they lack integrity and are trying to come up with ways to retain my deposit. 
  

  The corporate company is located no where near the apartment complex that I resided, and is merely basing their claim on the heresy report of one maintenance employee that indicated all this renovation work was necessary. 
  

  The corporate company has failed to provide evidence to prove that the apartment was left damaged beyond normal wear and tear. They unethically inspected the apartment in an untimely fashion 10 days after I had told the office that I had vacated the premises (photographic evidence of this conversation to the on-site team was sent), when I was told that the inspection would take place within a few days of my departure. They are failing to take the time to acquire photos from the on-site property management team, and are evading the fact that they have absolutely no proof whatsoever that damage was left beyond normal wear and tear.
  

  Regards,

  ***************************

• Initial Complaint

  Date:09/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sorry I had to submit another one as I think I didn't associate the complaint with the correct business owner last time.I lived in the ********************** apartment for almost 3 years and was charged unreasonably high move-out fee when leaving. I paid cleaning service to completely clean the apartment but was still charged $705 on cleaning fee. The $540 carpet cleaning fee from the statement are fabricated 'estimate' and the apartment failed to provide any proof to justify the charge, there is no damage on the carpet beyond normal wear and tear and I have no pet.

  Business Response

  Date: 10/09/2023

  October 9, 2023

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

  Sections 49 and 50 of the lease agreement that *** ** signed on November 16, 2020, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment and carpet cleaning are not considered ordinary wear and tear. The expenses related to apartment and carpet cleaning will be the responsibility of *** **.

  On August 22, 2023, our maintenance staff conducted the final inspection and found noticeable stains on the carpet, which seemed consistent with pet-related damage. While it is possible that *** ** did not have a pet, it was necessary to address these stains through a standard cleaning process conducted by ******* ********** Cleaning Services, our trusted third-party vendor. Furthermore, during the inspection, it was observed that the kitchen sink, stove top, bathroom sink, and tub required cleaning.
  

  We wish to clarify that the damage charge is not an estimate but rather an accurate representation of the incurred expenses. Enclosed herewith, you will find the invoice from ******* ********** Cleaning Services.

  On December 10, 2022, as a participant in our early deposit refund program for ***** **** ******, *** ** received a check totaling $125.00, which reflects half of the security deposit. We have verified that this check was successfully processed and cashed on December 27, 2022. The remaining portion of your security deposit, amounting to $125.00, was subsequently applied to offset the $705.00 damage charge. 
  

  In the interest of resolving this matter, the management staff of ***** **** ****** has agreed to waive the $705.00 damage charge. Due to this credit, we will refund $705.00. We will process this refund in 7- 10 business days and *** ** can expect a check via *** Next Day Air to the forwarding address we have on file once the refund is processed.

  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

  Business Response

  Date: 10/09/2023

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

  Please see attached references. 

  Customer Answer

  Date: 10/20/2023

  [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,
  
  *********
  

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved out of apartment complex Avalon ************** in April 2023. They took our deposit, we also paid a cleaning fee. Before moving into the apartment we filled out an apartment move in checklist. Noted on that is the damages to the fridge and stove. The apartment complex has copies of this, that we did not do this. They are charing over $900 for damages that we did not do. While they have proof of this they will not remove these charges.

  Customer Answer

  Date: 09/19/2023

  The move in checklist shows we noted the dent on the door and the stoverop needs repair. I also included the receipt. They took our deposit and a clean sweep fee. 

  Customer Answer

  Date: 09/20/2023

  The only update I have is that I had to pay the fee or they threatened to send it to collections which will go on my credit history. 

  Business Response

  Date: 09/26/2023

  September 26, 2023

  Dear *** ******:
  

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

  Sections 49 and 50 of the lease agreement that *** ******* signed on February 23, 2022, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning and appliance replacement are not considered ordinary wear and tear. The expenses related to stove and refrigerator replacement will be the responsibility of *** *******.

  After further review, *** ******* move-in checklist reveals damages to both the refrigerator and stove on his move in date February 26, 2022. Specifically, the refrigerator exhibits dents, while our final inspection on April 26, 2023, uncovered scratches on it. Furthermore, our maintenance staff identified a broken oven handle and scratches on the stove top.
  

  As a customer service gesture, the management staff of Avalon **** ****** has agreed to waive the damage charges of $1,211.28 and $105.00 for the clean sweep charge to thank *** ******* for his residency. Due to this credit, a refund of $1,316.28 will be processed within 7-10 business days and *** ******* can expect a check via UPS Next Day Air for $1,316.28 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. 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

  Customer Answer

  Date: 09/29/2023

  [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:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a new tenant in Avalon apartments in ************. In less than two months, the window on the first floor has been leaking. The last time it happened, they assured that they have applied a sealant from outside and it will not happen again. But again today, we have water coming into the window sil and the floor. the apartements are really shoddy and the repair was even shoddier. I want avalon to fix this issue immediately.

  Business Response

  Date: 09/25/2023

  September 25, 2023

  Dear *** ******:
  

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

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

  On June 26, 2023, our maintenance team promptly addressed a work order submitted by ****** *****, addressing a window leak. The repair was successfully completed on June 27, 2023.

  Later, on September 8, 2023, ****** ***** submitted another work order ticket for an additional leak, which our maintenance staff promptly responded to on the same day. The leak repair was carried out by a third-party vendor and was completed on September 11, 2023.

  Subsequently, on September 12 and September 16, 2023, ****** verified the completion of the work with ****** ***** and inquired about any potential leaks following a few days of rain and ****** ***** confirmed that there were no further issues. It is important to note that the leaks stemmed from two different underlying problems.
  

  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: 09/29/2023

  [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:
  

  1. We moved into this apartment on June 13th and on June 26th itself, in less than a month the first leak happened. We were not warned of any leaks and my laptops and expensive electronics were near the window. I have to consider myself lucky that I found the leak in time otherwise I would have suffered irreparable loss of my personal property. I would like Avalon to comment on why didn't they do a through check of the apartment before renting it out? I want a detailed explanation from Avalon on why this leak happened in the first place, how they audit their buildings on whether they are tenant ready or not. 

  2. Avalon is saying that they promptly addressed the work order. How exactly did they do that? By providing me with a fan and asking me to keep the noisy fan on to dry the area and a bucket to collect the water. That's not what addressing the core issue is. Promptly addressed is an euphemism here for the maintenance staff just showing up to the door and saying they cannot do anything about it right now. 

  3. They said that they fixed the issue but all they did was apply some gooey material outside the frame of the window. I assumed they are the experts at windows and trusted them that the issue is fixed. But again after a few weeks, we have a leak in the same window. Avalon is saying that the leaks stemmed from two different problems, but what exactly are these problems? Can Avalon elaborate on this? Also while fixing the first problem, why didn't Avalon proactively fix the second problem as well? Also who is going to reimburse me for the mental torture of dealing with multiple leaks, my time wasted in dealing with Avalon maintenance staff, the electricity bill for running the fan for 24 hours? 

  The entire email from Avalon reeks of a callous attitude of not taking any ownership of their apartments. Avalon has failed it's tenants on two fronts 1. Not doing the due diligence before renting out the apartment 2. Not fixing the issue completely when it occurred in the first place so that it never occurs again. 

  Yes, there have been no leaks since then but this exact callous attitude is worrying me not to put anything near the window as it might leak anytime. And Avalon will claim that there is a third issue which is now causing the leak. I am not asking Avalon to send a rocket to Mars but to take complete ownership of fixing a leaking window and provide 100% guarantee that it will not leak again in the future. 

  Is Avalon ready to provide this guarantee? 

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

• Initial Complaint

  Date:09/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of AvalonBay Communities located at ************************ Los Angeles, CA ******* Unit ***** on November 7, 2022, with my lease beginning on October 5, 2021. I was charged a deposit of $3,455.00 when I moved in. Upon leaving the unit AvalonBay charged me $1,771.77. They charged me for the repainting of the unit totaling $670.00 and the Full Carpet Replacement totaling $956.77. As well as an additional $145 for Apartment Cleaning. I did not change the paint on the walls in any way, and the carpet in the apartment only had normal wear and tear. Due to these reasons, I strongly feel that it is not my responsibility to pay for the Repainting and the Carpet replacement when this is something that is done upon moving out of any unit. That being said I should be reimbursed a total of $1,626.77, and only charged for the cleaning of the unit totaling in $145.00.

  Business Response

  Date: 09/27/2023

  September 27, 2023

  Dear *** ******:
  

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

  The enclosed sections 49 and 50 of the lease agreement that *** ********** signed on October 5, 2021, states that the apartment must be clean and in the same condition it was when it was received, except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning, painting, and carpet replacement are not considered ordinary wear and tear. *** ********** will be required to pay the cost of labor for painting, carpet replacement, and apartment cleaning for any portion of the apartment that was damaged.

  On November 9, 2023, our maintenance team conducted a final inspection and identified a need for additional coats of paint due to pervasive smoke odor within the apartment. Furthermore, the living room and bedroom carpets were found to need replacement. It is important to note that the carpet was replaced on September 21, 2021, which was prior to *** **********’s move in date on October 21, 2021.
  

  As a customer service gesture, the management staff of AVA ****** ***** has agreed to waive $670.00 which represents the painting charges. Since the apartment was not returned in its original condition, AvalonBay is of the firm belief that no additional credits are warranted. We will process this refund in 7-10 business days and *** ********** can expect a check via UPS Next Day Air for $670.00 to the forwarding address we have on file one the refund is processed.
  

  On behalf of AvalonBay, I would like to thank *** ********** for her 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: 09/30/2023

  [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,
  
  *****************************