Complaints

This profile includes complaints for AvalonBay Communities, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  AvalonBay Communities, Inc.

  4040 Wilson Blvd Ste 100 Arlington, VA 22203-4434

  
• 

  AvalonBay Communities, Inc.

  12000 Cameron Pond Dr Reston, VA 20194-4300

  
• 

  AvalonBay Communities, Inc.

  2350 26th Ct S Arlington, VA 22206-3000

  
• 

  Avalon Bay Communities Inc

  8935 160th Ave NE Redmond, WA 98052-7521

• 

  AvalonBay Communities, Inc.

  850 N Randolph St Arlington, VA 22203-1978

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2024

  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.

  On 8/9/2024, I submitted a cashiers check of $3094.52 for the deposit of $750 and prorated rent of $2344.52 to ********************************* (Avalon ********). However, as of 9/3/24, the balance is still appearing on my account.

  Business Response

  Date: 09/25/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions.

  Customer Answer

  Date: 09/27/2024

  [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:08/29/2024

  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.

  My family and I have lived in our ******, *********** apartment since August 2022. In November 2023 we started having rodent issues. I have expressed to our property manager multiple times that due to the amount of rodents in our unit there had to be a point of entry. Long story short we have had multiple walk throughs from maintenance and pest control however the issue does not resolved. In total our apartment has had 10 rats caught in traps from the timeframe of Nov 2023 to present August 2024. Rat dropping are everywhere in our unit and our apartment is not suitable for human habitation. Due to the false promises, lack of follow through we are ready to leave ******. We requested compensation for all the misfortune and stress we have dealt with the last 10 months however this was declined. We are expected to pay rent every month living in unhealthy and unsanitary place. We would like some type of retro pay for all the months we lived among rats.

  Customer Answer

  Date: 09/20/2024

  Update: 

  Was contacted by Portfolio Operations Manager/corporate shortly after the submission of our complaint to ***. They heard our story and attempted to compensate us as they saw fit by giving us back our initial deposit and supporting us with our new deposit to our new lease elsewhere. It was not at all what we deserved, but there was nothing else left for us to do. 

  Business Response

  Date: 10/11/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/27/2024

  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 this complaint for excessive charges listed below, imposed by Avalon Communities for our move out from ******************* L103 on 8/5/24. A pre-move out inspection was done in the presence of my adult son, also a tenant in the unit. Before the inspection, we deep cleaned the unit and had the carpet professionally cleaned. During the inspection, the maintenance tech determined the unit was clean to their move-out standards, but the carpet was not, and he also said that the glass electric stovetop showed scruffs from pots. The scruffs did not impact stovetop performance. I consider this to be normal wear and tear. 1. Apartment cleaning/advanced: ***** Carpet Care $100. ****** says this charge is for cleaning the floors. However, the condition of the floors was never brought up during the pre-move out inspection. Furthermore, the bill does not specify the charge was for the floor cleaning. 2. Apartment cleaning/standard: Eagle Professional. $156. ****** says lease states deep clean was agreed upon, but this verbiage is not in the lease. Did not sign up for the optional clean sweep. And again, the unit was deemed clean during the pre-move out inspection. 3. Miscellaneous/appliance replacement: $500. It is truly outrageous to me that Avalon is charging for a new stove/oven when nothing was wrong with it other than the pot **** scuffs.Although exorbitant in my view, we are willing to pay a portion of the $495 charge for carpet replacement since we tried to bring it to move-out condition by having it professionally cleaned, paid $175.And yes, I have read the lease which statesthat the apartment must be clean and in the same condition it was when it was received. We assert, the apartment was left in a throughly clean condition, other than small stains the company tried to remove from the carpet, and that the pot scruffs on the stovetop are due to normal wear and tear therefore the charges accessed should be removed from the account.

  Business Response

  Date: 10/04/2024

  Hello Ms. Flood.

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/23/2024

  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.

  I had an awful moving at ********************, lacking basic living and violating the Massachusetts housing code upon arrival on my first day. Consequently, I could not smoothly move into my home and live with inoperational appliances even if I was asked to pay August rent by Lease-start date. Meanwhile, they didn't provide me with a temporary transitional living arrangement in August or proposing any financial compensation for the unfair treatment I should have not experienced:A.Multiple significant defects and unresolved maintenance that should have been done before the moving-in date present from day one, including (1) unsealed shower and bathtub with ******************, (2) non-functional dishwasher (malfunction buttons, cracked machine door, oily, charred, and perforated racks and fans inside), (3) damaged walls near windows of the bedroom and living room with noticeable cracks and signs of water leakage. (4) loose door hinges with noticeable off-paint and wood splinters causing annoying noises, risks, and concerns. These living conditions not only violate the Massachusetts housing code but also compromise my living standards and safety. B. It has been three weeks since the beginning of my lease, and these critical problems remained unaddressed (e.g., on 8/22 dishwasher remained broken) C.There was no initial sincere apology or caring words, nor was I provided with a temporary transitional living arrangement on the first day upon reporting these issues to them. Also, there was no any proactive proposal to adjust my rent to compensate for the period where I could not properly inhabit the apartment due to these basic living conditions are not met and unfixed, nor to extend the lease duration as a form of compensation. Furthermore, I was informed that regardless of what reasons - even if I terminate the lease early due to these unresolved issues, I would still require me to pay rent for an additional 30 days post-notice, adding financial insult to injury.

  Business Response

  Date: 09/18/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/21/2024

  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.

  In October 2023 (3 months after I moved out of ******, my online portal showed that I was due a refund of $5061.16. This amount was not returned to me.

  Business Response

  Date: 09/13/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 09/30/2024

  Hello BBB:

  Rather than resolve my refund issue, the company named in my complaint ****** is now escalating the issue with their representatives.  Could I please request that your offices place a seize and desist on these harassing actions.

  Thank you,

  ***** ***

  Customer Answer

  Date: 09/30/2024

  Dear BBB:

  Rather than expedite my refund, AVALON is now escalating my request by having their representatives send harassing emails.

  I request that your offices request Avalon to Cease and Desist.

  Thank you,

  ***** ***

• Initial Complaint

  Date:08/18/2024

  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.

  We paid monthly rent on time and there is no explaination/notifications of delay for utilities until now. All the sudden they send me $3,486.24 bill as utilities and late fees Last year, 2023 ************** office didn't send us updated leasing agreement to force us to pay additional month to month rent (additional $3,486.24). They manupulated the bill and allocated the month to month bill to utility bills.I feel harassed by this situation because their customer service **** called every day and force me to pay the bill. "Pay now, otherwise you will be a problem and what might happen to your credit store." Every time my husband and I tried to explain the situation and asked for clarification. I really feel it is unfair to receive a call "pay the balance" without any clarification.We are NOT responsible for this charge 1) because ****** reasing office didn't send me the agreement on time 2) there are no notification of utilities (lateness or anything) then why they all the sudden to charge us??3) please stop call me to harrase me saying "pay now, otherwise you will be problem" without any clear answers for my questions Thank you very much! FYI - I didn't pay $3,486.24 yet.

  Business Response

  Date: 09/16/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 09/26/2024

  Hello, we received your feedback but it doesn't make sense as it told us "please see our attached response" but there is no attachment so can you send us your response in text? Here I'm sending a pdf of how it looks for your reference.  Thank you!

• Initial Complaint

  Date:08/14/2024

  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 have been a tenant at this property since July 2024, and recently, I have experienced a severe and ongoing bedbug infestation in my apartment.The bedbugs were first discovered on Aug 7 after the pest control of property management. Despite my numerous communications and requests for effective treatment, the management arranged only the first time pest control treatment, which was completely ineffective. Since then, they have ignored my subsequent emails and requests for further action.The infestation has caused me significant physical and emotional distress. I have taken extensive measures on my own to combat the problem, including:1. Disposing of furnitures.2. Installing a bedbug protector on my mattress.3. Applying diatomaceous earth in all areas of the apartment.4. Using insect foggers multiple times, which forced me to vacate my home for extended periods.5. Treating remaining furniture with bedbug-specific foam.6. Laundering all of my clothing at high temperatures to ensure decontamination.Despite these efforts, the infestation persists, and I continue to be bitten regularly. I have been unable to sleep properly for days, and the situation shows no signs of improvement.I request that the BBB take action to address this complaint and hold Avalon Meydenbauer accountable for their failure to resolve this issue. I am seeking a resolution that includes:1. Relocate to another apartment of the same type within the complex. Specifically, I am requesting a unit that:* Does not have carpeting.* Is sun-facing, to ensure better light and air circulation.2. Compensation for the expenses I have incurred in trying to resolve this problem on my own.I appreciate your assistance in resolving this matter and look forward to hearing from you soon.Sincerely,Yuanhuan

  Business Response

  Date: 09/04/2024

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

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/13/2024

  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.

  1.On May 23, 2023, the lease (or rental) agreement was made which specified that ordinary wear and tear would not be charged to the tenant. 2.On May 9, 2024, a Pre-Move Out Inspection was completed and signed off on by your representative in person with no issues or damages noted in the rental unit outside of normal wear and tear. (Please note that on this date, we opted for the Clean Sweep option in which ***** Seal Beach would take care of ALL cleaning of the rental unit upon move out for an additional set fee.)3.On May 30, 2024, ***** Seal Beach charged an excess fee upon tenant move-out for $534.09 as damages.4.On June 18, 2024, you provided us with a Final Move Out Inspection Checklist with photos which noted no damage to the unit or carpets during a final inspection performed by ***** Seal Beach on May 14, 2024, the day after the unit was vacated.5.Despite your own photos, us providing our own to the *************************** via email, and multiple calls and emails to request more information on what damages were found, ********* *. at the AvalonBay ******************** simply told us by phone on July 2, 2024 that the company would escalate the issue no further and that we could pay it or not, but that the bill would be sent to collections.6.On July 11, 2024, we paid the charges in full- with written notice that payment was being made under duress to avoid a Collections matter and negative impact to our credit- and have suffered damages in the amount of $534.09. The payment was delivered to the requested payment address on July 19, 2024 via U.S. Certified Mail.7. Demand letters were mailed to the local apartment office address as well as the business headquarters in ** requesting a refund of $534.09, with evidence photos included. The letters were delivered on July 29, 2024 and July 19, 2024, respectively. They were not responded to by the requested due date of August 9, 2024.

  Business Response

  Date: 09/06/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Customer Answer

  Date: 09/16/2024

  [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: 22133202
  
  I am rejecting this response because:
  

  In no way was this carpet "heavily soiled"- your pre-move out inspection indicates a 'standard' or regular carpet cleaning was noted, as I'm sure is standard for all moveouts. My husband and I lived alone with no pets or children and we only ever had one visitor in the years we lived there so these charges are not justified and are in blatant bad faith. Both my photos and your own photos prove the carpet was not soiled, as does the final move out inspection checklist. Please see previously provided photos.
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 10/28/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/12/2024

  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 paid my move-out cost and left my apartment in move-out conditions in correlation to the agreement I signed. I not only, did not receive my security deposit back. After weeks of not receiving my security deposit, I logged back into my old account with the apartment to see if there were any notes or updates made without any notification from anyone on the property, I was charged an additional 400+ dollars. When calling customer care the representative was unprofessional, and was snickering behind the phone after telling me she is in no further position to discuss any reason of billing because I am no longer a resident, when that was the number we were given to reach out to after move out from the leasing office themselves. I was told nothing can be done and if I refuse to pay the additional fee that it will be put in collections and regardless I will not receive any amount of my security deposit back. The same representative laughing told me I will receive an email in 3-7 days for a breakdown and how to move forward and dispute the situation. It has now been over 2 weeks. Nobody from corporate/customer care will speak to me over the phone. The actual building leasing staff located in ****************** will not speak to me.

  Business Response

  Date: 09/10/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

• Initial Complaint

  Date:08/08/2024

  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.

  Regarding ********************************* in ************, Apartment 2036 during my move-in on July 20th details:Upon arrival, I observed several concerning conditions:-Uninhabitable Conditions: The apartment was uninhabitable from day one, violating the implied warranty of habitability.-Privacy Violation: A staff member (******) entered the apartment without notice, infringing on my right to quiet enjoyment.-Lack of Communication: My initial concerns about parking were not addressed promptly, and subsequent attempts to communicate with management were often unproductive.-Inaccurate Documentation: The walk-through document dated July 17th is erroneous, as no such inspection occurred on that date.-Misleading Information: I was shown different units during the initial viewing, which did not accurately represent the condition of the assigned apartment.-Reimbursement: I have requested modest compensation for expenses incurred due to the uninhabitable conditions. -Lease Termination: I have already submitted a termination notice under lawful circumstances due to the uninhabitable conditions. I cannot sign any document that implies my liability for a lease that was breached by the landlord from the outset.-Safety Concerns: I have documented evidence of unsafe living conditions, which I believe may affect other tenants in the building.-Property management claims to be onsite, and I have never been able to find anyone or even get a call back the same day. -They will not acknowledge anything via email and continue to ask for trust over phone calls. -They're data collection and camera on the doorknobs is completely unethical as they are selling huge amounts of PII and to read through their privacy agreements is horrifying (10 years experience in Cybersecurity).I have requested and been promised refund and lease termination. It has now been weeks and they are being complete misleading with their intentions. I am prepared at this point to file a lawsuit.

  Business Response

  Date: 09/10/2024

  Hello *** *****,

   

  Please see our attached response.

   

  Please let me know if you have any questions. 

  Business Response

  Date: 09/16/2024

  Hello *** *****,

   

  After further review, I found that the forwarding address listed in Mr. ******** complaint is invalid. I have attempted to contact Mr. ****** via email and phone to update his forwarding address but I have not received a response. We ask that Mr. ****** provide his forwarding address as soon as possible so that we may reissue the check.

   

  Please let me know if you have any questions.