Complaints

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

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  MAA

  6815 Poplar Ave STE 500 Germantown, TN 38138-0612

  
• 

  MAA Park Estate

  960 Catbird Ct Memphis, TN 38119

  
• 

  MAA Fallsgrove

  102 Fallsgrove Boulevard Rockville, MD 20850

• 

  MAA Carlyle Square

  501 Holland Lane Alexandria, VA 22314

• 

  MAA Centreville

  5804 Post Corners Trail Centreville, VA 20120

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:08/29/2025

  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.

  I am a resident at MAA ************ and am filing this complaint due to serious security breaches, unauthorized entries into my apartment, and mishandling by onsite management.On July 23, 2025 at 5:59 PM and again on July 25, 2025 at 9:25 AM, two different individuals wearing pest control attire entered my apartment without notice, consent, or emergency justification. I was out of town during both incidents. Both individuals remained in my unit for 510 minutes. I have video footage from my door camera documenting both entries.Per my lease agreement, management may only enter a unit in an emergency or with at least 48 hours written notice and tenant consent. Neither requirement was met. When I raised this with the leasing office, I was met with a dismissive and unprofessional response and was told it was my responsibility, despite never consenting to pest control services.Additionally, on June 11, 2025, I was forced by management to allow pest control treatment in my apartment due to an adjacent units issue. I objected and requested to reschedule multiple times but was denied. This created a major disruption to my household and was carried out against my wishes.Due to these repeated violations, I no longer feel safe in my apartment. I provided notice to terminate my lease early with a move-out date of October 10, 2025, but management is attempting to charge me an early termination fee. I believe this fee should be waived, as the property itself is in breach of the lease agreement by allowing unauthorized entries and forcing services without my consent.I am requesting that MAA corporate review this case, waive the early termination fee, and provide written confirmation. I am happy to provide video evidence, emails, and communication records upon request.

  Business Response

  Date: 09/08/2025

  Thank you for your email and for giving us the opportunity to address your concerns. The entry dates you noted (6/11, 7/23, and 7/25) were related to efforts to inspect and treat your building for a pest control issue. We certainly understand though that any entry into your home can feel disruptive;however, these treatments were necessary to ensure that both your home and the building as a whole remain pest-free.  Our vendor, ***********,recommended treating each unit within the building to prevent issues from spreading and to ensure that one treatment would not negatively impact another unit.
  
  Your lease supports these efforts:
  Section 13.1 provides the landlord with the right to access the apartment for inspection and maintenance during reasonable hours, without notice.
  Section 16.6.3 requires residents to comply with reasonable pest control treatment plans to help eradicate insects, pests, or vermin.
  
  That said, our goal is always to provide residents with a courtesy notice before entry, particularly when preparation on your part may be needed. Ive confirmed that email notifications were sent on 6/9 for the 6/11 treatment and on 7/22 for the 7/23 treatment. The entry on 7/25, however, was the result of an internal miscommunication regarding whether the 7/23 service was completed. We regret this mistake and will continue working to prevent such errors in the future.
  
  Thank you again for bringing this to our attention. We value your cooperation as we work to keep the community safe and comfortable.

• Initial Complaint

  Date:08/27/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have recently moved out of MAA Providence, and received a move out statement involving a charge for the whole carpet being replaced. On the move out statement, the reason for the carpet being replaced was due to it being four years old. It had also been stated that the charge had to be paid within 15 days of moving out or it would be sent to debt collection. When trying to reach out to the apartment complex, I was told multiple times that the only person who knew about this problem was the assistant manager, and she was gone for the rest of the week right after she sent the move out statement. I continued to try and get a hold of the assistant manager. When she finally reached back out to me, she told me they had to replace the entire carpet because they had pulled up a corner of it and saw a stain under the carpet. No stain was visible on top of the carpet when I moved out. The carpet was nailed to the floor and had to be pulled away to find the stain. I suspect in the process of replacing the old carpet, the stain was found and used as an excuse to bill me. No evidence was supplied until I made several requests to see a photo. I paid the fee to avoid have to deal with debt collection but I felt it was unfairly assessed and I was given no time or opportunity to resolve the issue.

  Business Response

  Date: 09/04/2025

  To whom it may concern,

  Thank you for bringing this to our attention. Our team firmly values our commitment to excellence by doing the right thing at the right time for the right reason. We have contacted ********* and will be working together to address this concern further and work toward a resolution suitable for both parties. 

  Customer Answer

  Date: 09/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

  ******************************

  *******, ** 27609

  
  

• Initial Complaint

  Date:08/22/2025

  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 moved into [Apartment Complex Name] on April 12, 2025, paying $1,260/month. After reporting mold on July 30, 2025, management only cleaned the surface and the mold kept returning. This created unsafe conditions for my infant, forcing me to move out under constructive eviction and throw away my babys furniture, clothes, curtains, shoes and my couch valued at $5,000. I am requesting proper resolution or release from my lease.

  Business Response

  Date: 08/27/2025

  To Whom it may concern, 
   
  Thank you for allowing us the opportunity to respond to your concern. 
   
  The on-site property team was informed on July 30th, 2025 regarding your concern with your apartment. The on-site team inspected the apartment on July 30th and 31st and contacted an outside vendor. During the vendor's inspection, it was noted that your **** system fan settings were set to "ON" which contributed to increased humidity levels in your apartment. No leaks or other underlying issues were identified during the inspection. The **** system settings were changed to "AUTO" prior to the on-site team leaving the unit and a dehumidifier was temporarily provided. During a follow-up inspection of your unit performed with a vendor on August 8th, 2025, no further issues were identified. A copy of the inspection report was sent to you directly. 
   
  In an effort to assist further, the option to transfer to another MAA apartment was offered.  This offer was not accepted.  Rather, the lease was broken without proper communication or notice.  This action is considered an early lease termination.  All charges including insufficient notice and early termination fees have been assessed per the lease agreement and are included in the final moveout statement.
   
  Thank you again for reaching out and feel free to reach out to the ********* team with any additional questions. 

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23782440
  
  I am rejecting this response because:

  While I appreciate the acknowledgment that humidity and mold were present in my unit, your response leaves out critical facts:
  
  
  Maintenance staff explicitly confirmed mold in the unit on August 6, 2025, and stated it was a humidity problem.
  Humidity levels were measured at 63%, above EPAs recommended safe levels (below 60%) and conducive to mold growth. I have pictures of the thermostat humidity level from the day I left the apartment.
  Mold spread to my babys crib and couch, requiring me to dispose of furniture and personal belongings valued at over $6,500.
  Bleach was applied in my infants sleeping area without prior notice, exposing my child to toxic fumes.
  My child has already been affected by these conditions, which is why I was forced to leave immediately after you failed to acknowledge the doctors note I provided regarding his health.
  While you offered a transfer to another unit, the rent was increased, and I explained clearly by email that I could not afford that option.
  
  
  
  
  Under N.C. Gen. ***** *****, landlords are required to maintain fit and habitable premises. The persistent mold, leaks, unsafe humidity, and your failure to accept medical documentation made the unit uninhabitable, forcing me to vacate to protect my infants health. This is a clear case of constructive eviction, and I should not be held responsible for early termination fees.
  
  
  I stand by my demand for release from the lease without penalty, refund of my deposit, and reimbursement for damages to my property. I am also working with the ******************************* and Neighborhood Improvement Services to further document these violations.
  
  
  
  Sincerely,
  
  Yanayris *****

  Business Response

  Date: 09/05/2025

  To Whom it May Concern, 
  
  Thank you for allowing us to respond to your concern. 
  
  When the onsite team entered into your apartment on August 6th, 2025, they did not confirm any growth issues in your apartment. The separate contractor enlisted for further investigation on August 8th, 2025,  reaffirmed the same conclusion. They did state that there appeared to be a greasy substance present in an area of the apartment, but no growth issues were identified.  In order to clean up the substance, a cleaning solution was used. The onsite team requested images regarding the items you specified were impacted; however, the team has not received any documentation at this time. 
  
  In regard to the humidity reading, we had the outside vendor who entered the unit on August 8th, 2025 confirm a 40% humidity reading using a professional meter, as noted in the vendor document provided to you. 
  
  Again, in an effort to assist further, the option to transfer to another MAA apartment was offered.  This offer was not accepted.  Rather, the lease was broken without proper communication or notice.  This action is considered an early lease termination.  All charges including insufficient notice and early termination fees have been assessed per the lease agreement and are included in the final moveout statement.
   
  Thank you again for reaching out and feel free to reach out to the ********* team with any additional questions. 

• Initial Complaint

  Date:08/22/2025

  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.

  I am writing to provide context regarding a $7,000 debt claimed by my former landlord. The charges stem from alleged damages to the apartment; however, I dispute these claims based on the following:1.Unsafe Living Conditions: The apartment had ongoing issues, including the presence of mold and generally unsafe conditions both inside the unit and around the property. These concerns were reported but not adequately addressed by management during my tenancy.2.Unsubstantiated Allegations: Management accused me of throwing grease off the balcony, a claim for which no evidence was ever presented. I denied the allegation and requested proof, but none was provided.3.Lack of Accountability by Management: Despite the poor condition of the unit and lack of documentation supporting their claims, the landlord pursued financial compensation, which I believe was unjustified.I respectfully request that this information be taken into consideration in evaluating the nature of the debt and the circumstances under which it was incurred

  Business Response

  Date: 08/29/2025

  To whom it may concern,
  
  We appreciate the opportunity to address these concerns.Unfortunately, upon reviewing the communication history, we do not see any communication reporting unsafe living conditions such as mold or concerns that may have arisen throughout the community. During this timeframe there was one service request regarding water intrusion, this service was addressed promptly,and fully resolved.
  
  Damages were sustained to the exterior of the building, and neighboring units. The lease requires that residents are financially responsible for all damages beyond normal wear and tear, the costs we incurred to repair the damages to the exterior of the building were assessed to the account. 

• Initial Complaint

  Date:08/20/2025

  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.

  1500 move in credit was offered when touring and stated this would be honored

  Business Response

  Date: 08/21/2025

  Dear *****,

  
  Thank you for reaching out and giving us the opportunity to address your concerns.

  
  We understand that you recently spoke with our Senior Property Manager, who reviewed how our specials work and the guidelines that apply. We also understand that the details of the Resident Guide and your lease were discussed during your conversation.

  
  We hope this discussion helped clarify things and provided some peace of mind. If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to support you and are committed to earning your trust as a valued resident of MAA ************

  
  Warm regards,
  The MAA Hunton Park Team

• Initial Complaint

  Date:08/20/2025

  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.

  I'm filing a complaint against MAA ******* Crest in *********, ** on behalf of my mother, who signed a lease and was scheduled to move into the property on August 6, 2025.On move-in day, the apartment was in unfit conditions:- The toilet tank was severely moldy - The patio door lock was broken - Inadequate water pressure - Window frames were cracked These conditions are not only unacceptable for a paying tenant but also raise serious health and safety concerns. Although the property addressed the issues after we submitted multiple complaints, they should have never leased the unit in that condition. The apartment was not ready for occupancy and did not meet basic habitability standards.Worse, when my mother reported the mold, the property manager was dismissive and unprofessional, questioning whether she had "personally tested" if it was mold rather than responding appropriately to a clear maintenance issue.Shortly after these complaints were raised, my mother's legally parked vehicle was towed from the property. This happened without prior notice or justification and appears retaliatory, given the timing. We have made efforts to resolve these matters with management directly, but have not received appropriate accountability or acknowledgement.

  Business Response

  Date: 08/22/2025

  Good morning,
  
  We want to acknowledge the issues identified in the apartment at the time of move-in on August 6, 2025.Our maintenance team promptly addressed the items reported, including the patio door lock, toilet tank, water pressure, and window frames. We regret that these conditions did not meet expectations upon move-in and took immediate steps to resolve them once notified.
  
  Regarding the towing concern:at the time of move-in, your mother was issued a parking decal and provided a copy of our community policies, which include the towing policy also outlined in the lease agreement. Your mother advised us she would not be physically moving in that day due to her work schedule, but the decal was still issued as part of our standard move-in process.
  
  As a courtesy, and outside of our standard policy, we replaced your mothers decal without charging the $100 replacement fee that normally applies. This was done in good faith to ensure she had what she needed to park within the community.
  
  We want to emphasize that towing enforcement within the community is handled in accordance with the posted policies and is not retaliatory in nature. These policies exist to ensure that only properly registered and permitted vehicles are parked within the community, for the safety and fairness of all residents.
  
  Our goal is always to provide a safe, well-maintained living environment, and we regret that your mothers initial experience did not meet her expectations. We appreciate the opportunity to clarify the steps taken and remain committed to addressing concerns professionally and in line with our policies.

  Best Regards, 

   

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23774773
  
  I am rejecting this response because:

  The claim that a parking decal was included in my mother's move-in folder is false. When she went to the office to ask about it, staff admitted that it "should have been in the folder," but it was not there. At first they offered to give her a temporary decal, but instead immediately handed her a resident decal. This sudden switch from offering a temporary pass to issuing a full resident decal makes it clear they were attempting to cover the fact that no decal was ever provided in the first place. Your response, which suggests otherwise, is misleading. The claim that a "replacement" was issued as a courtesy is misleading, because nothing was ever issued in the first place. Their response continues to obscure this simple fact rather than admit the mistake.

  Equally concerning, they continue to ignore the way my mother was treated when she reported visible mold in her unit. This dismissive and unprofessional conduct has never been acknowledged in any of their responses, despite being central to the complaint. 

  I stand by my original complaint and request that the BBB keep this case open and on record, as the business has not resolved the core issues.

  
  Sincerely,
  

  Business Response

  Date: 08/22/2025

  We truly regret that you feel your concerns have not been addressed, and we sincerely apologize for any frustration or inconvenience this situation has caused.
  Regarding the parking decal:It is always our intention that every resident receives their decal at move-in.We regret that the experience did not feel smooth or consistent. When the residents mother came to the office, we immediately issued her a decal without any fee because our priority was to resolve the concern quickly and ensure she was able to park without issue.
  Regarding the mold concern:We want to again express our apologies. We take all reports of mold seriously and followed our remediation process once it was brought to our attention. That said, we also understand that how a situation is handled is just as important as the resolution itself, and it was never our intention to come across as dismissive. We are truly sorry if our communication did not reflect the level of care and professionalism we strive to provide.
  We value our residents and their families, and we are committed to learning from this experience to improve our communication and service moving forward.
  

  Customer Answer

  Date: 08/22/2025

  Thank you for acknowledging the previously stated concerns. That recognition is appreciated. However, the financial damages caused by the towing still remains unresolved.

  I want to be very clear: At move-in, no decal was included in her folder despite the lease beginning August 6. When she went to the office afterward, staff admitted "should have been in the folder," but it was not. She was first told she would be given a temporary decal, but instead was handed a resident decal on the spot. While she now has a decal, this sequence of events makes it undeniable that it was not provided at move-in.

  It is understandable if a mistake was made and a decal was forgotten. Mistakes happen. But what is not acceptable is to claim she had been given one all along. That misrepresentation does not change the fact that her car was towed because of the property's oversight, and she was left with costs that should never have been her responsibility.

  The towing was a result of management's error, and the charges are the property's responsibility. I am requesting full reimbursement of all towing-related expenses.

  Business Response

  Date: 08/25/2025

  Thank you for the opportunity to respond to this matter.
  After thoroughly reviewing our records, we can confirm that a resident parking decal was provided to the leaseholder at the time of lease signing. As is standard practice, all necessary materials, including parking decal, are included in the move-in packet and issued directly to leaseholders at that time.
  We would also like to clearly state that the individual who submitted this complaint is not listed as a leaseholder on the lease agreement. As such, we are unable to discuss or validate claims made by a non-leaseholder regarding the details of the lease signing or the issuance of community materials. Only the leaseholder is authorized to receive and acknowledge these items.
  The towing occurred due to the vehicle being parked on the property without a properly displayed decal, which is a violation of clearly posted and communicated parking policies. While we understand the frustration associated with towing, the responsibility to display the decal at all times lies with the vehicle owner and/or driver.
  We stand by our records and deny any claim that a decal was not issued at move-in.There has been no misrepresentation or oversight on the part of management.Accordingly, we cannot accept responsibility for the towing charges and are unable to offer reimbursement.
  We remain committed to providing clear communication and fair enforcement of policies for all residents and authorized occupants.

  Customer Answer

  Date: 08/25/2025

   
  Complaint: 23774773

  I am the authorized representative of ****** ****, leaseholder at MAA ******* Crest. A signed authorization confirming my authority to act on her behalf is attached.

  Again, no parking decal was provided at move-in on August 6. After the vehicle was towed, staff admitted the decal should have been in the folder, but it was not. She was first told she would be issued a temporary decal, but instead was handed a resident decal on the spot only after the towing had already occurred, which raises questions whether she was even provided one to begin with.
  
  Managements reliance on records to claim a decal was provided is not credible in light of the broader facts. On the same lease start date, the apartment itself was not in livable condition with documented issues including a moldy toilet tank, a broken patio lock, missing fixtures, and plumbing deficiencies. This negligence at move-in is already established in writing and photos. If management could not prepare the apartment to even basic standards on the lease date, it is not believable to suggest their handling of the decal was flawless.
  
  This is not about miscommunication it is about responsibility. My mother has already incurred financial harm because of managements failure.
  
  Sincerely,
  ******** ****

  Business Response

  Date: 08/26/2025

  Weve explained our position and consider this matter resolved.

  Thank you. 

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23774773
  
  This matter is not resolved. What stands out most is not the original issue, but how management has chosen to handle it. From the beginning, you were quick to hide behind the excuse that you could not discuss the matter with me because I was not the leaseholder. Once I provided a signed authorization and raised valid points backed by documentation, management immediately shut down and attempted to close the case rather than address the substance of the complaint.

  
  This is not accountability, it's avoidance. This pattern is clear: ridicule the resident when concerns are raised, dismiss outside communication until authorization is forced, then deflect and refuse to engage once strong evidence is presented.

  
  This conduct undermines trust and credibility. This case will remain on record as unresolved.
  

  Thank you,
  ******** ****

• Initial Complaint

  Date:08/19/2025

  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.

  THIS APARTMENT COMPLEX AND APPARENTLY ALL MAA APARTMENT COMPLEXES ARE INSTALLING AEROWAVE FIBER INTERNET SERVICE AND FORCING TENANTS TO PAY FOR SERVICES WHEN LEASES ARE RENEWED. I HAVE SPOKEN TO THE PROPERTY MANAGER AND THEY INFORMED ME THAT I COULD IN FACT USE ANOTHER INTERNET SERVICE PROVIDER BUT WOULD STILL BE CHARGED $70 A MONTH FOR SERVICES WHETHER USED OR NOT.

  Business Response

  Date: 08/29/2025

  I have spoken with upper management in regards to this request. I will follow up with the resident about finishing out their current contract and leaving the property or letting them out of the lease early due to them being unhappy.

  Business Response

  Date: 08/29/2025

  I have reached out to the resident regarding being let out of the lease and will wait for his response

  Business Response

  Date: 09/03/2025

  From the BUSINESS:

  Sent 8/29/2025 12:01:25 PM

  Read by ************************************************************** on 9/3/2025 2:39:37 PM

  I have reached out to the resident regarding being let out of the lease and will wait for his response

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23769612
  
  I am rejecting this response because: they want a 60 day notice to leave contract early. They also have said I do not have to use the service and can find my own but would be required to pay for the service anyway. I am currently vacationing out of the country and would like to find an apartment and leave when I do without the required 60 day notice. This is just another money grab from this company 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 09/04/2025

  Per the lease, the resident has the option to terminate early or not renew the lease at the end of the term by providing 60 days notice.

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23769612
  
  I am rejecting this response because:
  You know as well as I do that no apartment complex will hold an apartment for 60 days which would require that I pay for those months after giving this company in excess of 80k. If your business antics werent so horrible I would have rented even longer however with the multiple complaints that I have given to this property it is no longer in my best interest to stay.  Making tenants pay for a service they do not want is unethical.  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:08/18/2025

  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.

  Ive called security and the apartments consistently at MAA ******** about my upstairs neighbors. This has been going on for weeks now and nothing has been resolved. I called again today and spoke with security who says the same thing every time about sending an email over to security. The second ****** I spoke with today told me that security will not respond to any messages until August 22nd. The third ****** I spoke with confirmed that the response from security will not be until August 22nd. So I have to deal with my upstairs neighbor throughout the whole night with their dang child running all through the unit. And then start back up between 2am - 4 am nonstop. This is ridiculous. Ive been calling for two weeks now only to be told this dumb ****. Highly unacceptable.

  Business Response

  Date: 08/18/2025

  I spoke with the resident when she called the office this morning.  I let her know that she can always call the non-emergency number for the ************************************** for a noise complaint if the courtesy officer is not able to respond. I provided her with the phone number.  She was appreciative of this information. I am not sure why the answering service is giving her the information that she will not receive a response until August 22, 2025.  The office will also reach out to the upstairs neighbor as well.

  Customer Answer

  Date: 08/18/2025

  After weeks of calling security and reporting the non correspondence to the office, I finally got the information I needed today. The complaint is not on office staff but the fact that its taken this long to get something that security shouldve provided me. 

• Initial Complaint

  Date:08/15/2025

  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.

  Well Ive had a severe issue with my leasing office and maintenance blatantly ignoring my requests for maintenance on an apartment I pay monthly for. For over 3 weeks, my air conditioner was out, and my house was legitimately 85+ no matter the time. I have over 30 pictures of my thermostat getting as hot as 91 degrees during the dead of summer and my leasing office along with maintenance kept coding into our residential app that they were fixing it. I would come home from *** working 9-11 hours in the truck, to 87 degrees and the maintenance told me and I quote, its not even too bad in here. I also pay for access to an App to open my door, tell me when people enter, change temp, etc and they removed my access for no reason, havent given it back and its a service in my lease I pay for. For over THREE WEEKS I dealt with 85+ heat until I lost my cool and threatened a lawyer day after my ac was fixed. However since that incident they have been spiteful, and take over a week to come fix any issue in my house now. Ive had an issue with my dryer for 2 weeks now and had put in a request about it with them just ignoring it. I plan on getting a lawyer when I have the money to file for both rent abatement, and to break my lease with these awful people. That being said, Id really love to file this complaint to let every single person thinking about living here, genuinely realize they dont care about you. I was in **** need of help and they refuse it time and time again. Its not letting me attach pictures to provide proof, however you reach out to them and theyll know exactly what Im talking about. I want my app restored since I pay for said app, and I want me dryer fixed.

  Business Response

  Date: 08/26/2025

  We sincerely apologize for the residents frustrations and want to clarify the timeline. The first A/C issue was reported on 6/23/25 and serviced the following day. When it continued to have problems, our team provided a portable unit and arranged for a full replacement, which was installed on 7/2/25. Additional service was completed mid-July when the system froze, and the vendor returned to ensure proper operation.

  Regarding the Fusion Hub/smart home app, the hub had to be removed to allow the new A/C system to function properly. We have contacted Smart Rent support and are awaiting their assistance to restore full app access.
  For the appliance concerns, requests were received in early August. The dishwasher and washer were serviced on 8/6/25, and when the resident clarified that the dryer was the issue, our team assessed it on 8/15/25. A replacement dryer was installed the next business day.

  While we were short-staffed during this time, which caused some delays, we communicated this to all residents and worked diligently to resolve each concern.
  At this time, all repairs have been completed, and the matter is considered fully resolved.

• Initial Complaint

  Date:08/14/2025

  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.

  My daughter applied for her apartment with MAA Centennial a couple of months ago (June 2025). She was approved, submitted all requested information at that time and was set to move into her apartment on Aug. 18th (next week). She was super excited because its close to her job and school. Over the summer, she completed (did not renew) her lease with her old complex. She checked with MAA today in preparation for her move next week. Weve taken off of work to support. Shes purchased new furniture and scheduled the termination date for her current storage. However, when she called today, she was told her apartment has been leased. When she asked why, she was told there was a form she needed to complete that they had emailed and never received. She explained she never received an email, and when she asked what email address was used, she learned that they had been leaving the first letter of her name off of the email address, sending the email to the wrong email the entire time. Needless to say we are furious! For one, emails bounce back. For two, we were told that they also tried calling. She doesnt have record of a call or voicemail for that matter. For three, we have made several preparations for this move. We were offered another upcoming unit of the same specs but were told the price is $210 higher. We are still interested, but we dont believe thats fair, and we should be offered the new unit at the same rate or halfway given the fact that this mistake was on MAA. The sales rep ******* stated theres nothing she can do about the monthly price. So we contacted the 800 number shown online for complaints, only to be told a message was being sent to the local team. We would like to speak to someone who is higher up and who can do something about this given the *** has already told us there is nothing she can do. This is unacceptable for an apartment complex and an unaccountable way to do business.

  Business Response

  Date: 08/15/2025

  This prospective resident was never fully approved because they did not provide sufficient income documents in a timely manner. Their application was cancelled for this reason. Since the complaint, we have been working with the resident to find them a different apartment that fits their needs. 

  Customer Answer

  Date: 08/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. The property manager, *******, reached out to me immediately and worked diligently to resolve. The other Representative, *******, has also been very helpful and very professional. I am very appreciative of their assistance. 

  
  Sincerely,
  
  ***** ****

  , GA 30014