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:03/03/2025

  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.

  On September 27, 2024, Hurricane ****** caused damage to the home that I am renting under the property management of American Avenue. The damages include a large exposed hole in the roof above the living room (shattered skylight), water damage to the ceiling, and large foundational exposure due to extreme damage to side paneling. A service request was promptly submitted, as well as multiple email exchanges for the past several months. There has been absolutely no effort made to address the major damages to the home. Since the hurricane, this area has experienced below freezing temperatures, snow, and severe rain. The home is unlivable, as it is exposed to all of these elements, as well as the water damage. This has also been the determination of FEMA. There are also birds nesting in the house, as they entered from the large holes in the sides of the home. It is now March 2025, and no one has been to inspect the home, let alone begin fixing the issues. When I have reached out, the only response is that it is being worked on, with no actual work being done. They also do not offer concessions until after the work is completed, meaning I am expected to pay full rent each month ($1500) for a place that I cannot inhabit.

  Business Response

  Date: 03/17/2025

  Hi,

  I requested documentation from our maintenance team on why this work order had been unresolved over such an expansive amount of time. Here is what was stated, "The reason why it took so long is due to the tenant telling us it was taken care of initially - we reached out in October and let them know we wanted to address the roof and instead he said that was taken care of and proceeded to send pictures of other issues that needed to be handled like siding. As we had over 200 impacted homes by the Hurricane, we continued to work in order of most severe to least severe. This tenant moved down in severity when he advised the roof was not needing repair. Then we didnt hear from them and they reached out in January to ask why no one inspected in home for 4 months. That was when he was told that we were working on all roofing and habitability issues first, then all other segments. That is when he told us about the roof and that it did need repair. We have all conversations if documentation is needed. At that point in January, he said it was uninhabitable per what **** told him but never sent any documentation until recently."

  We are working to resolve the issue with the roof, and if you would like any of the above-mentioned documentation please let us know!

  American Ave

• Initial Complaint

  Date:03/02/2025

  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 am writing to formally ask for repairs listed below at ************************************* because of ongoing uninhabitable conditions that have severely impacted my health and well-being. Despite my consistent and timely payment of rent, utilities, and rental insurance (paid in full), I have encountered persistent issues that have not been adequately addressed despite multiple maintenance requests.The issues I have faced include, but are not limited to:The carpets had a persistent severe pet urine odor, which remained despite multiple professional cleanings.A leak under the kitchen sink. - (Repaired by the only respectful technician that came to the house, *****.)A leak in the attic was never resolved despite assurances that a technician would be scheduled to come back out after it was assessed.Extreme cold temperatures inside the home, with the thermostat set at 90 degrees but the indoor temperature dropping to 52 degrees.A leak from the water heater tank.Poor air quality due to debris in the air ducts, which has caused continuous allergy flare-*** and sore throats.These conditions have resulted in undue stress, health concerns, and a living environment that is not suitable for habitation. I have made multiple requests for repairs, yet approximately 85% of my maintenance requests have been ignored.Due to these ongoing and unresolved issues, I request to be released from my lease agreement immediately, without any penalties or charges. Additionally, I ask for the return of my security deposit and that no negative remarks be made against my credit or rental history.Please confirm in writing that my lease will be terminated without penalty and that I will receive my full security deposit back. I request a response by April 1, 2025, or my rent will be deposited into *********: Why are you guys charging me for gas, water, and sewer when you advised that the company would pay for these utilities?

  Business Response

  Date: 03/11/2025

  Hi,

  You are fiscally responsible for all utilities. We require water, sewer, trash, and gas to remain in the ownership name and billing will go through your portal; this policy is the same for all American Ave homes. 

  For the repairs, I see you opened a work order on March 1st which is in progress. Maintenance will handle this directly with you and if you have any questions about matters of support you may reach us through ******************************************************************

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/27/2025

  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 am currently still waiting to hear back on an emergency request to change the lock codes on the home Im in. I have a restraining order against said person, and that hasnt stopped him from using his code to still access me. I have police reports and everything. They police told me when they were called that I needed to change the locks immediately under an emergency work order for my immediate safety. As I sit here, in my home Im scared to even live in any longer, my safety is at risk waiting over half a day for the simple authorization to move forward on a simple code change. Peoples safety is on the line, and they could care less. Just like the times last year (3 separate occasions) where my AC unit went out during summer for days into weeks on end. I honestly thought when it came to the safety of the home and tenant they would respond quickly, as it was filed as an emergency. I was wrong. This is not only extremely disheartening but it now feels like the tenants are not cared about unless they owe American Ave money, then you get calls, texts, and emails non stop.

  Business Response

  Date: 03/11/2025

  Hi,

  Prior to this message, we have received no emails from you since October 2024. I do see your work order was addressed within 24 hours. I typically recommend for a code change to email ************************************* but with either option, we can only guarantee response within 24 hours. Additionally, the work order submitted was not submit as an emergency. When you open a work order, our system will ask if the issue is emergent to which you must mark yes if you need the issue viewed ASAP.

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/20/2025

  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.

  January 27th 2024 a home explosion occured. American Avenue owns the home. My home sustained a lot of damage from this event. As of today February 21, the same company owns a property next to my home. At this property a dead tree has been decimating my roof causing leaks and expensive repairs. I have contacted this company through email and nothing has been done by the company. I'm alive and livid!

  Business Response

  Date: 03/11/2025

  Hi,

  For assistance, please email us at ************************************* or complete the "Contact Us" form found on our website, *****************************.

  I found no emails from you so I am unable to respond or assist via email to your inquiry. For any damage to your home caused by a home we manage, you first need to file a claim with your insurance. Once you have filed a claim, your insurance will investigate and if they find us liable, they will contact us for reimbursement. 

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/18/2025

  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 had a roommate move out, so I requested on their website to have the PIN code changed. They gave me the 24 hr code and the permanent code (within 5 minutes of emailing them). Within 2 days, BOTH codes stopped working. I followed all the *** instructions and troubleshooting and immediately reached out after that. They ONLY give you their support email. There is no phone number to call. I literally cannot leave my house because I cant lock my front door. I was not given ANY KEYS TO ANY DOOR. Only a code.Nobody has reached out to me and its been FOUR DAYS. I literally cant leave my home. I NEED a better way to contact this property manager and I NEED a new door code that isnt going to stop working within 2 days. This is ridiculous.

  Business Response

  Date: 03/11/2025

  Hi,

  All emergency requests should go directly to ********************************* - when you open a work order, it will ask you if it is an emergency and if you mark yes our maintenance team will handle it ASAP. We do not have 1 direct number - we each have our own as we all handle different things. For maintenance, however, it always must go through ********************************* for the fastest response. I am showing the issue was resolved, yet if you need anything please let us know!

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/18/2025

  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.

  This place is unprofessional they raised my rent when they were not supposed to you can never get in contact with someone over the phone and when you email them they don't reply back when you request a phone call they will not reply or call you...yet they can send out emails and texts asking for payments that you don't owe to them...this place is highly unprofessional and their rental properties are cheaply redone

  Business Response

  Date: 03/11/2025

  Hi,

  I see you signed an addendum on March 7th which adjusted the lease. Your ledger will be updated, if not already.

  Best wishes,

  American Ave Support

   

• Initial Complaint

  Date:02/18/2025

  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.

  I've been contacting your business since 2/5 and have gotten ********** original 12-month lease was contracted from 01/05/2024 - 01/04/2025. The first month-to-month contract was completed on 11/17/2024. I've been resigning month-to-month contracts ever since, at the $1,224/month rent rate. A pro-rated additional charge of $174.85. I had already paid $1,224 for my February rent, by paying this additional charge my rent for February equals $1,398.85.The current month-to-month contract commenced on 2/5/2025 and expires on 3/4/2025. I need an explanation of the $174.85 extra charge on my account (that I have since paid because legal action was threatened after many failed attempts to communicate with your team). I need the $95 late charge removed from my account and this $174.85 charge reimbursed.

  Business Response

  Date: 03/11/2025

  Hi,

  Whenever you email ************************************** you will receive a system response which states to not send more than 1 email in a 48 hour period. The reason for this is 1. you can be marked as spam/a duplicate and they will be closed without us seeing your emails or 2. if you keep responding on the same thread (as occurred in this case) it will keep moving your email to the bottom of our inbox because it appears as newer and we respond to emails by the last response received. Moving forward, when assistance is needed, please email only to ************************************* and only email one time within a 48 hour period. 

  The "prorated rent" charge on your ledger looks to just be a duplicate of the prorated rent increase which was done in January when your rent went up upon signing your new agreement. I have adjusted your ledger.

  Best wishes,

  American Ave Support

   

  Customer Answer

  Date: 03/12/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Lack of communication. I want to break my lease because I have been trying to contact them for the last weeks (~1 month) about the same issue, no response. I had request a call, no response. I had even sent letters out, no response. I had also wrote over 50+ emails, no response. This is very draining, I just want my issue to be resolved or I will go to the small claims court and go from there. It only gets worse.

  Business Response

  Date: 03/11/2025

  Hi,

  Since 2/4/2025, you have sent over 170 emails. Each time someone emails Support, you will receive a response back which states to not email more than 1 time within 48 hours as it will delay our response. Our system will begin closing your emails as duplicates if you email too many times, so we do ask that you refrain from emailing at such immense volume as to ensure we can get you a timely response.

  We have emailed you back 25 times since your initial emails on 2/4/2025. The information for Conservice, your ledger, and otherwise have been answered. ******* and **** work in our leasing department. For all matters of Support, they would not be the point of contact and will not be providing any response as they do not handle Support related items. Calls are made by Support coordinators - we can have them call you as soon as we have call availability. The Conservice fee cannot be changed and will be charged in accordance with your lease - if we allowed one tenant not to follow the requirements of the lease, we would have no standing for requiring all of our tenants to uphold their leases. Impartiality between tenants is extremely important for providing fair housing to our tenants.

  For any pest control issues, you would need to submit a work order at *********************************. Please note that pest control is a tenant responsibility per the lease so you would be charged for any services our team provides. You are allowed to provide remediation yourself or through a pest control company, if preferred.

  Best wishes,

  American Ave Support

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Of course I had started thread in January and not February and still didnt receive a proper response. I hope youre not talking about the generated AI response. To be honest, were not going by the lease and Im not being smart mouthed. Plus do you want to reach out and actually read the text messages from ******* and I. I see you all are quick to respond to an BBB (cant solve the problem or call the tenant) how awesome, you all have my number and you know the address. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:02/09/2025

  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 nothing but troubles with American Avenue. My most recent trouble is I moved out the home when the lease was up and they are trying to file an eviction. I reached out to American Avenue to gain clarification on why my last month rent is so expensive considering the fact I am due to be out of the home 2/9/25 . After gaining clarification (which I still don't agree with) I reached out to take care of the balance by splitting it into payment plans. It seems as if every time I turn around this company is adding fees to by ledger. I was rebilled for water, sewer, and trash for a whole entire year even though I paid the bill most months they rebilled me for. I reached out to them to gain clarification on that issue and received none. I just don't understand home the company is trying to move forward with an eviction when my lease is complete and I attempting to take care of the remaining balance.

  Business Response

  Date: 03/11/2025

  Hi,

  You are not currently in the evictions process. You may have received a notice to pay or quit which does include that if you stay in the home and do not pay, you will face eviction. This would not apply if you are not in the home and our system will send this to any active tenant with a balance. We have replied to all of your emails at this time providing additional information on what is included in your balance, as well as we have issued your final statements which have itemization of your charges. 

  I do also see we emailed you 3 hours ago about a payment plan so if you have questions please respond to them so they can help!

  Best wishes,

  American Ave Support

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have been without heat or hot water for months now. I have advised American Avenue multiples times and their only response is maybe your home doesn't use gas. I have been living here for 2 years. I would know. These are inhabitable conditions they are forcing us to live under. This is unethical and illegal. There is nowhere to get actual help. They charge me every month for gas and in the same breathe wont get it turned on. Plus now that they are using Conservice I have to pay an additional useless fee for utilities I had no problem taking care of on my own. On top of that I paid my rent online the same way I always do and the system shows it but now they are threatening eviction. When I contact them they ask for proof I send it and then nothing happens. Their system or lack there of is deplorable. This whole experience has been insufferable I have little kids that have to suffer through this.

  Customer Answer

  Date: 03/05/2025

  At this time, I have been contacted directly by American Avenue Property Management regarding complaint ID ********, however my complaint has NOT been resolved because:

  Nothing hs been rectified. They didn't reach out ot me I found the CEO's email and he had the worse most apathetic person call and  offer a hotel stay. The hotel was a complete flea bag and not safe to take my kids. When I asked for the millionth time to just address the problem the next employee blew me and closed their case in the system. They have just been pushing things off and no real attempts to solve anything.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***** *****