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

  
• 

  AvalonBay Communities, Inc.

  2 Mountainview Ter Danbury, CT 06810-4163

• 

  Avalon Bay Communities

  1000 Central Ave Matawan, NJ 07747-1061

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:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the Event:10/17/2024 - 11/13/2024 Overcharged Amount:$3,251.73 ($2,981.73 for alleged full floor replacement + other charges).Problem Details:After moving out of Unit 3305 on 10/16/2024 at Avalon ***********, I did not receive any formal documents regarding damages within the required 21-day timeframe under California Civil Code Section ******. It was only after I sent a demand letter that I received an itemized receipt in the mail on November 13, 2024well beyond the legal deadline.The itemized receipt contains multiple discrepancies:1. It lists a statement date of 11/02/2024 and a "final inspection" date of 11/16/2024, a date that had not yet occurred at the time of receipt. These dates are highlighted in the uploaded document: Evidence - Contradictory Dates.2. It includes a charge of $2,981.73 for a full floor replacement but fails to provide any supporting evidence, such as photos, videos, evaluation reports, or vendor invoices specifically for Unit ******* my correspondence with Avalon staff, detailed in the attached "Email Exchange with Avalon", I repeatedly requested documentation to justify these charges. Despite nearly a month of follow-ups, Avalon *********** failed to provide:1. Photographs or videos of the alleged damage in Unit ******. A formal evaluation report explaining why a full floor replacement was necessary for Unit ******. Labor and material costs or vendor invoices confirming the work was performed in Unit 3305.Resolution Requested:1. Provide full documentation substantiating the damage charges for Unit 3305 (photos, videos, vendor invoices, evaluation report).2. Waive the $2,981.73 overcharge if no valid evidence is provided.Avalon ***********' lack of transparency, failure to comply with California rental laws, and refusal to communicate demonstrate bad faith. I am seeking BBB's assistance in holding Avalon accountable and achieving a fair resolution to this issue.

  Business Response

  Date: 01/10/2025

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against AvalonBay, the landlord of my apartment at ***************, for failing to address a persistent habitability issue that has significantly impacted my health and well-being.Details of the Issue:Date of Lease Agreement: September 14, 2023 Monthly Rent Paid: $3,608 Nature of the Problem: Since October 28, 2024, my apartment has been affected by marijuana smoke odors entering through the bedroom vent from neighboring units. As an asthmatic, this issue has worsened my health, disrupted my sleep, and created an unsafe living environment.Timeline of Events:October 28, 2024: I first noticed the marijuana odor.October 29, 2024: I reported the issue to AvalonBay via a work order requesting an investigation into the smell.Daily *********** I sent emails to the leasing team and notified the front desk daily. Front desk staff have investigated multiple times.Landlords Response:AvalonBay began investigating the source of the smell in the second week.On November 11, 2024, they notified the neighbors responsible for the smell, but the issue persisted for several more ******* effective action has been taken to resolve the problem.Landlord's Proposed Solutions:Unit Transfer: Requires moving to a more expensive unit, with some options worse than my current ********* Termination: Includes a $10,000 fee.Move Out: I would remain responsible for rent until the unit is re-leased.These options are unreasonable given AvalonBays failure to provide a habitable living space as required by NYC law.Requested Resolution:Terminate my lease without penalties or ongoing rent responsibility.Reimbursement for any costs incurred due to this issue.This problem has persisted for over three weeks, and AvalonBay has failed to act effectively. I urge the Better Business Bureau to intervene and ensure AvalonBay complies with the NYC Warranty of Habitability.

  Business Response

  Date: 01/09/2025

  Hello *** *****,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:11/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move out July 2024 - AvalonBay Communities *** are engaging in predatory practices at end of lease for prior tenants. They falsified documentation stating we were present for final move out inspection which we were not, then charged us a carpet and apartment cleaning fee. We did state we would be available for the final inspection but were encouraged not to attend, which further solidifiies thier predatory practices. Our apartment had been left in move in condition, with normal wear and tear and not in breach of the move out agreement. Upon disputing the carpet cleaning, they were able to waive this fee without any supporting documentation, as they in turn could not supply documentation showing the carpets needed cleaning - we know they didn't. We are now disputing the final cleaning fee due to their predatory nature and falsifying documentation. AvalonBay has stated "no adjustments will be made to the damage charges due to the supporting documentation we have on file". It should be noted that no damages have actually been reported by AvalonBay. They made an attempt to provide documentation for the need to have the apartment cleaned via a URL in an email, which redirected to a page that was not available. Furthermore, while we were residents, AvalonBay could not provide reliable internet for 8+ months, having constant outages and connectivity issues, while we were paying a significant and mandatory technology fee. We did not recieve any credit to our account due to this lack of service.

  Business Response

  Date: 11/26/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:10/31/2024

  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.

  I am filing a complaint against AvalonBay Communities regarding unfair and unethical move-out practices following my tenancy at one of their properties.1.Unjustified Move-Out Charges: Upon moving out, I was charged excessive fees for cleaning and damage that were unjustified. Despite leaving the unit in the same condition as documented in my Move-In Inspection Form, I was billed for additional cleaning costs. It seems apparent that these charges are being used to cover renovation expenses rather than legitimate tenant responsibilities.2.Pre-existing Conditions Ignored: The apartment was dirty and in poor condition when I moved in, with issues like scuffed baseboards, scratched walls, and dirty bathrooms already documented. However, these pre-existing conditions were disregarded during the move-out assessment. The charges I incurred are unreasonable and fail to take into account the normal wear and tear expected over the course of a lease.3.Lack of Transparency and Accountability: Management has been unresponsive and difficult to reach throughout the move-out process. When I requested documentation to justify the charges, it took weeks to receive a response. This delay and lack of communication only add to the frustration and suspicion of unethical practices.4.Suspicion of Misuse of Funds: I believe AvalonBay Communities is unfairly charging previous residents to fund unit renovations under the guise of damage and cleaning fees. This practice is not only unethical but may also warrant further investigation for potential tenant rights violations.

  Customer Answer

  Date: 11/19/2024

  The business has resolved the complaint, they removed the excessive charges after providing additional documentation of pre move in condition. 

  Business Response

  Date: 11/27/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against AvalonBay Communities - ***** ****************** Nature of Complaint: Unjustified Move-Out Charges and Coercive Collection Tactics I am filing this complaint regarding unfair treatment and unjust charges by AvalonBay Communities after moving out of my apartment at ******************************Upon vacating my unit (************************************, **), I left the apartment in excellent condition, complete with professional carpet cleaning. Shortly after moving out, I received a "Deposit Activity Statement" on June 25, 2024, assessing $1,052.18 in alleged damages. This charge is, in my view, entirely baseless as I have documented photos and videos showing the unit was *********** response, I contacted AvalonBay customer service to request detailed invoices and photographic evidence of these supposed damages. However, I received only a letter with an unusable link that required login credentialsno accessible documentation was provided. Additionally, when I asked to receive these materials by email, I was told it was not possible and that photos would take 7-10 business days to be sent via email, delaying resolution.Following my dispute, I was contacted by a representative who pressured me into paying the amount immediately by threatening to send my account to collections, which would harm my credit score. Feeling intimidated by this aggressive tactic, I paid the amount despite my firm belief that the charges were unwarranted.I am requesting a full review of my account and a refund of these charges, as well as clarification on AvalonBays tenant move-out charge policies. I believe this is a pattern of exploitative behavior, where tenants are burdened with unsubstantiated fees upon leaving the property.I trust the BBB will assist in helping me resolve this issue and prevent others from experiencing similar treatment.Thank you for your attention to this matter.

  Business Response

  Date: 11/26/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:10/30/2024

  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.

  On 7/10/2024 I received a letter from AvalonBay customer care center for an invoice requesting I pay them a total of $763.25 for misc. move out fees to include a "$670.80" "carpet replacement. I have had multiple correspondences with AvalonBay customer care center in regards to the bill. I do not believe that I should be responsible for the "carpet replacement" as I did not damage the the apartments apartment. When I requested proof of damage the business attached two pictures of evidence of wear and tear. In the ******** (which is where I leased the apartment) general wear and tear is not a reason that the landlord can charge the tenant for carpet replacement ********* Code *********). Additionally, the business failed to notify me prior to the inspection of the apartment prior to the date that it occurred again which is required by Virginia law ( ********* ). I am seeking a billing adjustment for the entire "carpet replacement" for the amount of $670.80. I do not believe I owe this amount as I did not damage there carpets and the business failed to notify me of imminent inspection to give me an opportunity to be present as required by law so it makes their claim null. I am willing to pay the remainder of the invoice which totals $93.72 which includes misc. payments I do believe I owe in regards to outstanding balance referring to sewage/trash/etc. I have tried to negotiate this resolution directly with the business but they stopped replying to my emails but do continue to call me daily to pressure me into paying despite my protest to stop.

  Business Response

  Date: 12/02/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 12/11/2024

  [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:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident of *************, one of ***lons properties.On the morning of 10/25/2024, at 8:15 AM, I sent an email to the *** management team, letting them know I would be parking my loaner vehicle in the garage, and informed them not to tow the vehicle. As a resident of the community, I thought it would be common sense not to tow my vehicle. I provided the specific license plate and vehicle model via email ahead of time, and assumed that I would not be towed because of this. On the evening of 10/25 / morning of 10/26, my vehicle was towed and I was charged $337.50 by the towing company to retrieve my loaner vehicle. *** refuses to refund me the money, even though I am a resident of the community and informed them ahead of time about my vehicle. It is completely unacceptable to be towed from the apartment that I pay rent to.

  Business Response

  Date: 11/25/2024

  Hello *** *****,

   

  Please see our attached response. 

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 12/11/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22488165
  
  I am rejecting this response because:

  The business response to my complaint was addressed incorrectly to "Ms. ******* not myself. I also was not able to locate their attached response at all. Please resend your response.

  Regards,
  
  Jaden *********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/13/2025

  Hello *** *****,

   

  After further review, I found that I attached the BBB Complaint rather than the response. Please see the attached response. I apologize for any inconvenience. 

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avalon ****** stole my deposit and is trying to extort more money from me as an elderly man at 85 years old claiming that after only 11 months of living there I caused damage to the apartment when I never even put up a picture! They also want me to pay more money because my doctor says I need to move in with my daughter since I am getting frail and cannot live alone. they lied and would not let us do a move out walkthrough the man in the office **** ******* would not answer emails or calls to do a move out. Then I get a huge bill more than my social security payment demanding I pay almost 1800 for damage I never did. they did not even say what the damage was only that if I do not pay then I will have my credit ruined. This is a terrible way to take advantage of an elderly person. not even to give me pictures of what they say was damage. the man **** ******* will not take my call and I had the access a ride driver take me there to try to speak to him because I cannot pay this amount especially when I did no damage and mark just yelled to me it is out of his hands. This is a terrible way to treat someone on fixed income. If I broke something I will fix it but that apartment was left in perfect condition. Please better business bureau help me. this company is terrible and they bully senior citizens. I need my security deposit back. this is not fair.

  Business Response

  Date: 11/21/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 12/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22486361
  
  I am rejecting this response because:
  The company refused Mr. ******** a walk through inspection when the lease was over.  Further he never even hung a picture on the wall. The company has a habit of creating supposed damages to get more money at the end of a lease as seen online from many people complaints. Mr. ******** is an 85 year old elderly man and was physically unable to create any damages. The company provided no pictures of damages nor allowed Mr. ******** or his representative to do a proper walk through to go through any items they thought would have been important.  Also it was not until 2 months later that Mr. ******** was even told there was damages. It was only upon demand for the deposit back that he was told he was owed money. This is simply an illegal way of the Avalon to get more money.  The public should know that they take advantage of the elderly!
  
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/12/2025

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:10/25/2024

  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 moved into the ****************************, in a 1-bedroom, 1-bathroom apartment on June 6, 2020. At that time, I paid a security deposit, which is standard industry practice.On July 2, 2021, I transferred to a 2-bedroom, 2-bathroom apartment within ****** as I was expecting my 1st ***** and needed an additional room. I was required to pay only a transfer fee and was informed that I would not need to pay an additional security deposit, as I had already provided one upon moving into my initial ************* that I have moved out, ******************** had sent me a ridiculous bill for "damages" in which they have yet to provide me any breakdown of what was damaged. In addition, ****** did not take my initial security deposit into consideration. After multiple *************** ******'s "customer resolution team" is reverting to the lease agreement for my transfer, which indicates a security deposit of $0. They are not acknowledging my original lease agreement, which included my security deposit. They continue to reference the same lease agreement in which my ******** signed WHEN WE TRANSFERRED.I have forwarded multiple documents including FPL bills confirming my initial move-in date and transfer date yet I have received no response. Instead, I have only received notices indicating that my account will be sent to collections. There have been no calls or attempts to resolve this issue, which is forcing me to file this complaint and consider litigation.This situation has caused my family significant stress and frustration, as the pure fact that a national leasing business can honestly say that no deposit was provided is pure negligence and bad business practice. How a multi-million dollar company can blatantly disregard an average citizens call for help is truly a sign of their business model.I request that ******************** acknowledge my original lease agreement and take my original security deposit into consideration accordingly.

  Business Response

  Date: 11/26/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apartment charged excessive fees upon move out deducted from my deposit. Final bills deducted from account is reasonable. Other painting chargers etc were charged for normal wear and tear on paint cleaning etc. ********** communities stated out of ***** dollars Ill be receiving $100 dollars from my deposit after all charges. Charges do not correspond I vacated before two years but paint etc is not excessive for full charges.

  Business Response

  Date: 01/06/2025

  Hello *** *****,

   

  Please see our attached response. 

   

  Please let me know if you have any questions.