Complaints

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:04/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a property from this company and upon move out they sent an inspector. The inspector did a walk through and stated the property was great and that I am not liable for any charges. The company then put the property back up for rent on Zillo within 2 days of my clearing the property. The company is now stating I OWE money above and beyond my deposit and applying erroneous charges that absolutely make no sense or apply. They are virtual and impossible to speak to someone so only email exchanges. And they are not listening to their inspector that is on their payroll! I moved out Feb. 25th. I have since followed all the steps to dispute the charges and now they wont even respond to me.

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your concerns. We sincerely apologize for any frustration or confusion you have experienced during your move-out process.
  Wed like to clarify a few points regarding your concerns:

  Property Re-Listing: Our standard process is to list properties for pre-leasing while they are undergoing turnover. This allows us to minimize vacancy time while the home is being professionally cleaned, repaired, and restored to rental standards. Although the property was posted on ****** shortly after your move-out, it took approximately three weeks of work before it was ready for a new tenant.
  Move-Out Charges: Following the inspection and turnover, necessary repairs and services were documented and compiled. The total cost associated with the turnover work was $1,575, and this detailed billback was shared with you. Please note that your account was not charged $3,000, as may have been previously misunderstood. The charges were primarily due to the extensive drywall damage, re-painting, items left behind that had to be removed, and general cleaning.
  Communication: We strive to ensure our communication is clear, timely, and transparent. We understand how important it is to speak with someone directly, and we regret if our email-based process felt impersonal at any point. Please know that your dispute was thoroughly reviewed, and the charges reflect the necessary repairs and services documented after the home was fully vacated. Unfortunately, until a property is completely empty and all personal belongings have been removed, it can be difficult to fully assess the condition of the home. In some cases, items left behind or hidden damages only become apparent after the initial inspection.

  Thank you again for your feedback. We value all our residents and take these concerns seriously.

  American Ave Support 

   

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23226621
  
  I am rejecting this response because:

  You're inspection was done by **** Dillco. He will confirm my dispute of these charges and they are not warranted and will confirm there should NOT BE ANY CHARGES associated with my move-out. The pictures you have supplied are not of the house when I moved out. Those are not the photos **** Dillco turned in from when I moved out. 

  There was NO DAMAGE when I moved out. There was absolutely nothing left on the property when I moved out. 

  Speak to your employee **** Dillco as he was sent to confirm the status of the house on the day I left it and turned it over to him/American Avenue. He stated there will not be any charges against me. 

  I should not be charged anything and should be getting some if not ALL of my deposit back. I picked up thousands of cigarette butts the first month I moved in, I had a hole repaired under the stairs shortly after I moved in, and I would not be so aggressive about my stance if I left a hole in a wall of the house when I moved! I surely did not leave a dryer or any of the other items that are in those pictures you are claiming was left from my moving out. 

  I am a Major in the ****************** and would not dare leave a house in the condition that you are claiming I have left the house. The charges are erroneous and are quite possibly the wrong pictures that should not be associated with my account.  

  I am not trying to be difficult but I am not going to be walked all over and lied to either. I expect you should speak to your inspector that you/American Avenue sent to walk through the house when I moved out that you PAY for that purpose and listen to what he has to say about the condition of the house when I moved out. 

  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/07/2025

  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.

  This property management company started using a 3rd party ****** at some point. My lease states that I pay all utilities. I had to show proof of sewer bill after receiving first bill. I have paid my own sewer bill for over 18 months after moving in. Reminder, this bill is in my name and my account number. They are somehow receiving my bill and paying it, then giving me a charge back for it. I have been trying for months to resolve this issue. The past 6 months or so, their 3rd party collection has been paying this and charging me. Even if I pay the bill the day the bill comes out, they still pay it again. I have no idea how they got my account numbers or how they know how to pay this. I have sent the 3rd party my lease and no one will stop this from being paid by them I feel I am being scammed because I never even gave permission for this 3rd party to bill me because the bill is already in my name to pay. I do not understand why after that long, they started paying it. This is against fair housing laws, if they want to change my lease in any way I deserve a notice and I have not received one.

  Business Response

  Date: 04/16/2025

  Thank you for your patience as we work through this issue. We understand your frustration, and I want to assure you that when we migrated to our third-party billing partner, Conservice, we did not intentionally remove any bills from residents' names. Bills are only billed back to residents if they are received and processed by Conservice, and they base their charges solely on utility usage. Regardless of payment activity, Conservice handles billing based on these details.
  After reviewing your account, I can confirm that the bill is still in your name, as well as your billing address. We are currently reaching out to ********** to understand why this bill is also being sent to Conservice via mail, as there may be an error or improper listing on the account.
  In the meantime, I will issue a refund for all related fees and will follow up with you via email from ************************************** Conservice will also be included in the communication to ensure we resolve this promptly.
  We truly value your understanding and apologize for any confusion this has caused. Please rest assured that we are committed to resolving this matter swiftly.

  American Ave Support

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23173884
  
  I am rejecting this response because:

  The problem has not been fully corrected. They have told me they would fix this before and did not. Right now, I am not very trusting of them.
  
  Sincerely,
  
  Alexandria Best

  Business Response

  Date: 04/25/2025

  Hi there,

  Ive attached a copy of your ledger, along with the most recent email outlining the resolution provided.
  If you believe the issue has not been fully addressed, please dont hesitate to reply to my latest emailwere more than happy to revisit and work toward a resolution.

  American Ave Support

  Customer Answer

  Date: 04/25/2025

  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.
  
  Sincerely,
  
  ********** Best

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising 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.

  Dear American Avenue,This issue with the keypad needs to go back into review again. I will not be paying a repair charge for something I did not do. As I stated before, this new "door key pad" your workers installed was not working correctly since it was put in. I have had to replace the 8 batteries numerous times because the keypad would constantly chirp thus running the batteries out very quickly. As I was doing so I noticed the device loosening each time the batteries were changed. This is NOT my fault. This is the installers. Numerous times I was locked out of my house and had to use my spare key that I had hidden outside to get in through the back door. At this point I removed the batteries from the lock since it was not working and just discharged the batteries (which are not cheap). Do I need to file a police report? You guys stated someone tampered with the keypad. Do I need to get a statement from them? Should I be worried that someone is tampering with my home????I am willing to pay for something I break. For instance the window pane, which was over priced at $225 for a 5 x 8 inch piece of plexiglass that was substituted for actual glass. Supposedly the worker had to go to ******** which is over and a half away to get this. Then when he came back he had to go back to the store to get some caulk. I paid that which was absolutely way overpriced but paid it because it was my fault. The door lock was NOT my fault. The new one you replaced does not connect every time it is closed and causes the battery to lessen each time b/c it beeps three times to say it is not engaged. I will report this to the BETTER BUSINESS BUREAU and I would like all contacts to the corporate office- mailing address, email, and phone number. They never gave me the information I requested!!! Never got to speak to someone on the phone!!! They are charging $75 late fee now. I have been trying to dispute this for over a month!

  Business Response

  Date: 04/16/2025

  Thank you for bringing this to our attention. Ive reviewed your initial dispute, which was originally denied based on our policy. However, I completely understand your frustration and have chosen to override that decision. As part of the resolution, Ive also removed the $75 late fee from your account.
  I did notice that after the dispute form was submitted, there was no further communication received by our support team. For reference, any charge thats contested following an initial decision is automatically escalated to a supervisor for further reviewI believe they would have reached the same resolution as I have now.
  For future inquiries, the most reliable way to reach our team is via ************************************** Were always happy to arrange phone calls upon request, though please be aware that phone availability may be more limited and could result in additional wait time.
  If you continue to have issues with the lock, please submit a work order at ********************************* with as much detail as possible so we can resolve it quickly and thoroughly.
  

  American Ave Support

  
  

  Customer Answer

  Date: 04/17/2025

  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. Thank you for your help! I hope I wont need to make another complaint, in the future. Additionally, if the phone number I had asked the company for numerous times had been given to me, I probably could have avoided a BBB complaint. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/03/2025

  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 having issues with plumbing since I moved in and they charging me for someone to come out in fix mind you I dont have hair and they say I stopped up the drain. I even was advise by the man that fix it its a issue with the pipes under the house not my issue they I have medical issues where I havent had any air for weeks and they want fix it

  Business Response

  Date: 04/16/2025

  Thank you for bringing your concerns to our attention. I see that you currently have an open dispute on file, and I want to sincerely apologize that our standard 3-day turnaround has not been met. We recognize this delay and are working to resolve the matter promptly.
  Regarding the plumbing issue, I understand your frustrationespecially considering the circumstances you described. After reviewing your account, I want to confirm that the service fee has been waived, as this credit was rightfully owed. You should see this reflected on your ledger.
  I will also be discussing your concerns with our team, particularly the ongoing plumbing and HVAC issues, to ensure they are addressed appropriately moving forward.
  We appreciate your patience and are committed to improving your experience.

  American Ave Support

• Initial Complaint

  Date:03/21/2025

  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.

  This company charges outrageous fees for basic maintenance on the home, late fees, returned check fees, cleaning fees any kind of fees you can imagine they come up with them a charge tenets. The do poor work on the home causing more issues including not properly installing up to code windows, plumbing work causing more issues in the home. No phone number to call, horrible horrible rental company should be looked into by the proper authorities

  Business Response

  Date: 03/28/2025

  We appreciate your feedback and take your concerns seriously. We strive to provide transparent and fair pricing for all fees and maintenance services.
  All fees and charges are outlined in the lease agreement and are also visible when submitting a maintenance request. We only charge residents for items that fall under their responsibility or for damages beyond normal wear and tear. Returned check fees are also specified in the lease and are direct charges from our financial institution when a payment is returned unpaid.
  Regarding maintenance, we have a 24-hour on-call maintenance team accessible through our maintenance website. Additionally, our support team responds to emails promptly, with an average response time of under an hour.
  If you have any specific concerns regarding your home or if you'd like to dispute a charge, we would be happy to review your case further. Please feel free to reach out to us directly at ************************************* so we can address any outstanding issues.

  American Ave Support

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 not had heat since 2/12/2025 It's the furnace I told them numerous times through email and text messages It's extremely cold and by nys law heat is required in the winter I also have a disability which requires for me to have heat and young children in the home they ignored me on this matter several days and it's nys law..Also they are saying it's an old furnace.. temps below 40 in the home

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It is currently 43 in my home due to American Avenue Property Management mismanaging my home. My home lost heat Wednesday, during a winter weather advisory here in *****. After being told someone would be out the next day, my home continued to drop in temperature. Its now Thursday and someone has yet to come out to my home to fix this. Its 13 outside, and my home will likely drop below freezing. I could possibly lose my water source as once my home drops below freezing my access to water is at higher risk. Mind you, this would make things extremely unsanitary on top of the uninhabitable temperature. I have yet to hear anything since Wednesday, and Im honestly scared and have no where else to go as this is my literal home. There isnt a number I can call, and even though I reported this as an emergency, it certainly isnt being treated like one.

• Initial Complaint

  Date:02/12/2025

  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.

  On January 26 I was trying to obtain my new lease and American Ave website had me to do another obligo payment to obtain my lease even tho I felt it was strange due to the fact when your signing a new lease you dont really pay a security deposit. And obligo has it where you pay a fee on your renewal date. Once I complete it I got my lease but then obligo had duplicate deposit and then said I would still be charged for the renewal date. Obligo customer service has explained that ********************** Ave must delete the application for one of the orders. I have obligo in a email with American Ave so I know they can see the messages and fix the problem It is now two weeks and 3 days from my new lease and getting charged with something I should not get charged with All I am asking is for a reply to know what they are doing to solve this issue !!!!! I have no problem with this company but the unprofessionalism and no assistance with this matter is so unfair.Please fix the issue please thats all Im asking

  Business Response

  Date: 02/19/2025

  Hi,

  I do see this was resolved and the delay in communications was explained yesterday:

  "Hi,
  
  Please note it is imperative that you not email more than 1 time in a 48 hour period. Each email sent on this thread pushed the email further down in our email inbox as we respond to emails from oldest to newest. As stated in our auto-response, duplicate emails will delay our response!
  
  I fixed the issue."

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 to property on 2/09/2023 w/lease through company named **********. In July 2023 American Avenue took over as my landlord. The only way tenant can get in touch with them is by email. They state that it will take 1-2 business days for reply, but rarely is that the case. The prior lease stated that it was my responsibility to transfer all utilities into my name. They changed all the utilities back into their name around January ******* before prior lease ended. I found out by letter in mailbox from *********** showing service had been placed into their name. I work for the VA & received a job offer that would require me to move in a few months. I notified American Avenue about situation & would need to change to month to month. One email reply I received, I was told that if I did not renew lease, it would automatically convert month to month. Due to unforeseen circumstances, there is a federal hiring freeze, and I could not relocate in a couple months. Immediately I sent email update & asked to renew instead. My new lease began on February 9, 2025. I paid the full *********** rent on the 1st. Charges were placed in resident acct January 1st, but no written notice was given during or after signing lease on January 27th. They want $1295.81 which memo states Charge cancel moveout credit from 2/08/2025-2/28/2025 but I never gave 30 days notice to vacate. On February 6, 2025 they added $50 late ********** states late fee assessed 2/06/2025 for rent balance of $1295.81. Next charge appeared on February 9, 2025, a prorated pet rent amount of $32.14. Immediately sent email to American Avenue on January 2, 2025. I waited a few days for a response before sending 2nd email on January ******. On Saturday January ******, I received reply to 2nd email about third-party company Conservice that would be handling utility bills, but it never addressed my issue. As of January *******, I am still waiting on a reply about inaccurate billing & legal actions threatened.

• Initial Complaint

  Date:02/03/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 April of 2023 I signed a lease with ************. Soon after I was informed that American Ave was taking over my lease. I paid my rent through the resident portal. I had no issues with them that first year. I signed another lease in April 2024. In May of 2024 I had to terminate my lease because of an emergency. I paid all my fees in a timely manner. In September of 2024 I started to receive emails from a debt collection agency named ****** ******** stating I still owed American Ave almost $2000.00. I quickly provided all my evidence that I had payed all fees associated with American Avenue. After I provided all my evidence to ****** ******** they gave American Avenue 30 days to reply. 30 days had came and gone and I hadnt received any emails stating anything from American Avenue or ****** ********. After contacting ****** ******** via email asking what the status was on my account. I was informed that my account was closed and that if I needed any further information to contact American Avenue. In February 2025, I put in an application for another rental. Like many other complaints on here American Ave does not have a phone number to contact them. So providing resident verification has been a hassle. American Ave will not reply to emails sent by me or the new rental place. They are jeopardizing my ability to rent by not responding to the emails. Please assist me with this matter. Thank you.