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.

  1569 Onyx Dr Mclean, VA 22102-3919

  
• 

  Avalon Bay Communities

  4340 Stevens Creek Blvd Ste 275 San Jose, CA 95129-1182

• 

  AvalonBay Communities, Inc.

  4701 Preston Park Blvd Front Office Plano, TX 75093-5171

• 

  Avalonbay Communities Inc

  10024 Paseo Montril San Diego, CA 92129-3915

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:10/04/2022

  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.

  We documented frayed and torn up carpet on our move in report when we originally moved into apartment **** on 8/15/2020. The bedroom carpet needed to be replaced prior to us moving in, but was not. We transferred apartments in July 2022, just moving upstairs within the same building. We received a statement that we were charged for "rent" for part of August despite providing over 60 days notice regarding our transfer and the carpet replacement was taken out of our security deposit. The carpet was damaged by previous tenants before we had even taken over the unit. The statement we were given provided an email address and instructed us to direct any questions or complaints there, which we did. I emailed them 9/3/22, 9/20/22, 9/26/22, 9/30/22 and 10/4/22. Each time, I received a reply that someone would get back to me in 7-10 business days. I have not received a single reply and we only received about $16 back out of our $300 security deposit when the apartment was left in the condition it was given to us in.

  Business Response

  Date: 10/30/2022

  October 30, 2022 

  Dear *** ******: 
  

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

  First, I would like to apologize for any inconvenience that *** **** incurred dealing with this issue. We  do attempt to respond to our residents in 7-10 business days but sometimes it takes a little longer than  expected. 
  

  Upon review of *** ****’s account, I did find incorrect information entered which caused *** **** to be  billed for the carpet replacement however, she should not have been. We do strive for perfection but  sometimes fall short. I have processed a refund for the full amount of the charge in the amount of  $248.56 today. *** **** can expect a check in the mail to the forwarding address that she provided in 3- 5 business days. 
  

  On behalf of AvalonBay, I would like to thank *** **** for her residency and wish her the best in her 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:10/01/2022

  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.

  Being forced into MTM despite EXTREME efforts to resign the lease and contact leasing prior to this week to have the lease ready and was sent the wrong lease each time , and signed the lease 4 me. I was very clear about what we needed for this lease, and I have told the many times that I would like to except the offer at 3,200 with free parking regardless of having another signing tenant. With my clear emails stating WHAT I NEED NEXT, I never wanted the MTM and accepted the offer apply two weeks ago when i discussed this with Amy, but you went ahead and did it anyway for MTM. While I know that there was some OOO days, we’ve been ignored by email and my calls and now have caused the timeline to delay. We stated earlier this week Cidney was ready to finish the paperwork, and was sent the lease today 5 min before you requested it to be complete, and now the lease inaccurate, and concerns me that you have not read my emails at all. I’ve had one to two responses by *** on this, and while we were waiting to fill the other room, I had planned to resign by myself in the unit regardless and was not treated as such. I did not want a month to month ever, and would have returned a 12 month lease on my own . Please correct I had planned to resign by myself in the unit regardless and was not treated as such. I did not want a month to month ever, and would have returned a 12 month lease on my own easily. I am being cornered into a MTM option, when that is exactly what I did not want an hour being forced to pay the price to the office being inconsistent and causing delays on the situation. I directly stated many times I was in a position to sign alone, and never received confirmation paperwork for that over the 6 weeks I tried to reach out about it. What we need next is this to be corrected, taken seriously, and we will get it signed by the end of the day. However, assuming that you guys will not respond by the end of the day, we will need to raise this to our legal

  Business Response

  Date: 10/30/2022

  October 30, 2022 
  Dear *** ******: 
  I have received the aforementioned complaint filed by *** ****** and have reviewed her account with  the management staff of *** *********. 
  The management staff was surprised to hear that *** ****** filed this complaint with the Better Business  Bureau. *** ****** had received multiple follow up regarding her lease agreement renewal starting on  June 15, 2022. The main delay in processing *** ******’s renewal was the change in roommates at the  end of the first lease agreement.  
  The management staff did agree that *** ****** was sent the incorrect rates on the first renewal with the  new roommate and was corrected the following day. As of today, our records show that **. ****** has  signed a new lease agreement and is not on a month-to-month rate. 
  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: 11/07/2022

  Hi. ****** , 
  
  Thanks for your help on this. My resolution is not sufficient because the claims that *** has responded to was not regarding anything I asked. They taped a renewal on my door 8 months ago -- yes. But that is literally it. I've contacted them 3+ times in October to correct this, and have 3 confirmation sating they have done so but still show that the lease SIGNED agreement is not the accurate charges reflected to the account , and management continues to lie and say that they have checked when they have not done so. 
  
  I am rejecting this response because: They have not fixed the adjustments -- I have asked them multiple times and received limited responses due to staff OOO. I have been very pleased with my Ava experiences, and plan to stay for a while . However, this team has confirmed 3 separate times that this was fixed, and this evidence pulled from today's portal shows that this was not handled properly.
  
  We are now on month 3-- my roommate is unable to properly complete her expenses because the statement doesn't reflect the value (Over $1,400+ more than signed to) we SIGNED A LEGAL AGREEMENT FOR and we have over extended our efforts in trying to do so, which is why I had my team reach out to BBB. 
  
  What is wrong: October is charging a MTM charge which is nearly double the monthly rate we agreed to .
  
  What is needed: October 2022 = Nov 2022
  
  Due to the fact that we have a signed contract, dated statements proving the October adjustments have not been acknowledged what so ever,  and 3 confirmations from internal management,  we will be forced to push legal action. The legal lease outlines a contract beginning on 10/1/22, we will be waived $100 for parking, and our amount of rent own is $3222 a month, but clearly shows we were charged 4,637.00 for October.
  
  For the large community properties in the US --- It shouldn't be this hard to make sure my lease renewal is properly filed and expensed. Due to the incompetence about my case, I have lost focus on work, my business and my roommate has suffered by not being able to know her accurate payment they claim to have handled. Please address this immediately and we will hold all futher legal action, however if we do not have a resolution by Dec , we will be moving forward with legal support. 
  
  
  Best -- ******* 
  
  Regards,

  Business Response

  Date: 12/05/2022

  December 5, 2022 
  Dear *** ******: 
  I have received *** ****** rejection to our original response and have reviewed her concerns in its  entirety. 
  Our record indicates that *** ****** was incorrectly charged for a month-to-month rate on October 1,  2022, in the amount of $4,637.00. On October 4, 2022, Jenny with our management staff corrected this  rate and credited $1,467.00 towards the rent, totaling the rent for October as $3,170.00 as per her lease  agreement. I have enclosed a financial breakdown for her convenient review. 
  Please feel free to contact me directly with any questions. 
  

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

• Initial Complaint

  Date:09/28/2022

  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.

  Illegal eviction of tenant fake attorney general call also mold issues and illegal water sewer insurance charge and other issues

  Business Response

  Date: 10/16/2022

  Dear Mr. ******:
  
  I have received the aforementioned complaint filed by Mr. ***** and have reviewed his concerns in its
  entirety.
  
  Respectfully, our records do not show Mr. ***** ***** as a lease holder therefore, no one would be able
  to discuss his concerns regarding his claim of an illegal eviction. If the lease holder(s) would like to
  discuss the situation, they can reach out to our Customer Care Center at ###-###-#### and someone will
  be happy to assist them.
  
  Please feel free to contact me directly with any questions.
  
  
  Yours truly,
  
  ******** ******
  

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 10/25/2022

  [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: 18139546
  
  I am rejecting this response because:
  
  
  Regards,
  
  *********************
  
  
  My parents had me file on behalf they on lease also I'm a verbal lease holder since they took payment from me for security deposit And rent 
  
  
  
  
  
  

• Initial Complaint

  Date:09/23/2022

  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 lived in my current apartment for less than two months. My first month I made a payment but it did not go through because the funds were not there. Completely my fault as another transfer to my checking account had not fully processed by the time the AvalonBay payment tried to process. The next month I submitted another payment. My payment processed, but when I looked at my emails I had two email confirmations despite the fact that I only made one payment. One confirmation with my husband's checking account information, and another with my checking account information. As confirmed by AvalonBay these payments were within seconds of one another. I was concerned since the funds were only in one of our accounts. I emailed the AvalonAccess team within minutes of receiving this email. Two days later I received a reply stating it was past the "void" period. (which I was told over the phone was longer than just a couple minutes). I never submitted a second payment, and I don't even think it is possible to submit two separate payments using two separate checking accounts with seconds. But I said, okay, not worth the fight, I will pay the $35 fee for insufficient funds on one of the two simultaneous payments. When I went to pay my third month's rent I found out that my online payment portal had been locked and that I would need to either physically go to the bank and get a cashiers check to pay my rent for the next three months, or use a credit card with a 3% fee (equivalent to $120 per month). I requested to speak to a manager and explained that I had made one payment, and that I had made their team aware IMMEDIATELY that I had been charged twice. Despite this, the manager (****** extension ****) told me that it was their policy and there was nothing they could do about it. I would like this to be rectified. They have received all rent payments on time and I have communicated promptly with them. I have attached my email and their response two days later.

  Business Response

  Date: 10/16/2022

  October 16, 2022 

  Dear *** ******: 
  

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

  *** *****’s Avalon Access payment history shows that she logged into Avalon Access and processed  two payments on August 29, 2022. The first payment was with an account ending in 7000, and the  second payment was with an account ending in ****. I have enclosed a copy of the payment history for  your convenient review. 
  

  *** ***** had already had one payment return that was processed on August 24, 2022, for $3,969.84 due  to insufficient funds therefore when the second payment made with the account ending in 7000 was  returned due to insufficient funds, AvalonBay put a temporary restriction on her account which requires  her to pay in certified funds for three months. We understand that *** ***** claims to have only made  one payment however, she is the only person that has access to her Avalon Access account and bank  account information. Our records show she made two payments on the day in question. 
  

  *** ***** will be eligible to have her account unblocked on December 6, 2022, and will be able to  resume using Avalon Access after that time. 
  

  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: 10/21/2022

  [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:

  No one wants to pays their rent twice, especially within seconds of each other. I'm not even sure its possible to go through all the payment steps in that amount of time. This is clearly a system issue but they are denying that. 
  

  This company has received rent paid far prior to the 1st of the month every time, and yet they decide that it is appropriate to make it difficult for renters. Perhaps focus on those who pay rent late, or not at all. Other people need to be aware of their lack of concern for consumer satisfaction. Their response makes me very happy I filed this complaint. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:09/16/2022

  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 lived in Avalon ****** **** for about 15 months. The address of my apartment is **** ******* ***** ***, Garden City, NY *****. During the stay, I was a good tenant, never late on rent payment, and took good care of the apartment. I moved out of the apartment on 9/6/2022. On that day, my wife and I, along with my mother in law, spent more than 3 hours to thoroughly clean the apartment. The apartment office conducted a final inspection on 9/13/2022, and then I got charged for 3 items: (1) Apartment cleaning - $298.72 (2) Carpet cleaning - $271.56 (3) Miscellaneous (later on clarified as tearing out the paper on the floor of the patio) - $82.98. Out of the three items, I disagree with (1). Based on the terms of the lease, "When you leave the Apartment, it must be clean and in the same condition it was in when you received it, except for ordinary wear and tear...". In communicating with the apartment office, they claimed that the reason I got charged for (1) is because the apartment, especially the kitchen and the bathrooms are "not clean enough". However, they do not provide any evidence. This is a very subjective statement, and I cannot agree. First of all, the apartment was not in the perfectly clean condition when I moved in, the kitchen and bathrooms are not brand new. Also, we indeed spent a significant amount of time to clean the apartment, especially the kitchen and bathrooms. They are reasonably clean, which is in the same condition (if not better) as I moved in. For the carpet cleaning and miscellaneous cleaning, i.e. (2) and (3), I accept those charges but I strongly believe (1) is not a reasonable charge. As a result, I disagree with the charge of $298.72, and requested this amount to be refunded to me.

  Business Response

  Date: 10/30/2022

  October 30, 2022 

  Dear *** ******: 
  

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

  I have confirmed with the management staff that they previously discussed these charges with *** ** and  explained why they were valid. Per sections 49 and 50 of the lease agreement that *** ** signed on  March 4, 2022, does state that the apartment must be returned to us in the same condition as it was  received less normal wear and tear. I have enclosed a copy of these sections for your convenient review. 
  

  Upon move out, the staff at Avalon ****** **** found that there was grease build up on the cabinets and  appliances in the kitchen that required additional cleaning. They also had to replace the stove top grates  due to them being extremely corroded. On the balcony, there was contact paper stuck to the floor on the balcony which required us to hire a vendor to remove the sticky residue from the balcony and restore the  apartment to move in ready condition. These items are not considered normal wear and tear. 
  

  In the interest in resolving this matter, the management staff has agreed to refund the damage charges of  $653.26. *** ** can expect a refund to the forwarding address she provided in 7-10 business days. 
  

  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: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.