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

  
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  MAA

  6653 N Quail Hollow Memphis, TN 38120

  
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  MAA

  8345 Championship Dr Memphis, TN 38125

  
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  MAA

  1505 Dexter Lake Dr Cordova, TN 38016-8699

  
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  MAA

  960 Catbird Ct Memphis, TN 38119

  

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:09/28/2022

  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 recently moved into Season at Celebrate VA (MAA Community) on 9/23/2022. The carpet throughout the apartment is covered in pet hair and reeked of animal odor and urine. The apartment also smells of ammonia or the chemicals used to clean it and cover up the pet smells. It's strong enough to make me sick to my stomach. The overall cleanliness of the apartment was also extremely poor. The blinds were covered with dust and pet hair. The window seals were caked with mud and dirt. I've found at least 3 screws and several staples throughout the carpet while vacuuming. The patio was covered in pet hair/dust/dirt/debris. The toilet is constantly running/leaking in the main bathroom. The toilet seat in the main bathroom is also broken. The blinds in the 2nd bedroom fell the first time I tried to open them. The dryer temperature k*** is broken. I'm highly dissatisfied with the apartment's condition and management thus far. Instead of moving and settling in, I've spent my first 5 nights in the apartment cleaning and deodorizing someone else's mess. In addition, I have a toddler with highly sensitive skin, and I cannot bring him into the apartment out of fear that the filth and chemicals may cause some sort of allergic reaction. I emailed the leasing office to let them know, and their response was, "Although our homes have been lived in, we strive to make sure everyone's home is to their satisfaction!" I made a maintenance request, and most of the broken items have been repaired; however, I am still cleaning and deodorizing the apartment. Needless to say, I am NOT SATISFIED. Additionally, the leasing office should have replaced the carpet, knowing the previous tenants were pet owners. Or, at a minimum, the carpets should be professionally cleaned and sanitized and have a minimal cleaning standard and inspection prior to a new tenancy.

  Business Response

  Date: 09/30/2022

  Hi Nahceive,

  We are sorry that you haven't been 100% satisfied with your move in experience and apartment.  

  Prior to your move in, the apartment home was professionally cleaned and had carpets steam cleaned.  We are a pet friendly community, and though we do not replace all carpets in homes that had pets, we do inspect each and every carpet, cleaning all carpets and replacing on an as needed basis.  Though we strive to present you with an apartment that feels clean and fresh, there are times that due to human error, we may miss some detail items.  In those cases, we are committed to resolving outstanding issues. 

  In the case of your home, we are having a (different) professional carpet cleaning company come out next week to re-clean carpets.  We will coordinate timing with you once we know more.

  I'm glad to hear that most of the maintenance repair items have been resolved.  If there are any additional repairs that are needed at this time, please be sure to notify our leasing office at ************ or *************************************************.

   

  Regards,

  *******************, Property Manager

• Initial Complaint

  Date:09/22/2022

  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.

  As said to ****** (property manager), We have been waiting for 8+ months for the Maintenance Manager **** and team to order the correct filter for our A/C unit. The team has continuously told us that they were on order and would bring one when they arrived (8+ months later, we are STILL waiting). Due to this teams negligence my wifes asthma has significantly gotten worse, her migraines have gotten worse, and my allergies have gotten worse to the point it is difficult to breathe in our home. Our AC humidity level is always between 58% to 65% and for *******, it should not be any higher than 55% due to mold and mildew issues (in your own lease, it says that it should never be over 60%, and with our AC unit, we CAN NOT control the humidity level). Time and Time again, the maintenance team has not ordered or provided the materials needed to keep our HVAC system safe and by doing this they neglected to provide us with a habitable living situation (for 8+ months). By not ordering the correct filters and by not following up on their promises they have put my wifes life in danger. They have created an unhealthy environment for both us and our pets and the staff here at Post Parkside have violated numerous health and safety codes put into LAW in *******.

  Business Response

  Date: 10/04/2022

  As the Property Manager, I am sorry that this was not resolved sooner for the resident.  I interacted with the resident several times in passing during the last few months; unfortunately, there was never any mention of the concerns they have shared here about the ** filter/system or communication with the maintenance team.  I do wish the resident had brought this to my attention, during our prior conversations, so that I might have been able to resolve their concerns sooner.  I spoke with the resident last week on 9/19/22, in which they shared their ongoing concern with me for the first time. I understood their concerns and worked quickly to resolve them.  I immediately had their ac coil deep cleaned to remove any dust or debris and ordered the correct filter size for them.  I let the resident know that as soon as the order was received, we would do a secondary cleaning of their ** coil and install the new filter.  The order was received on Wed, 9/21/22, and we had it installed and the second cleaning completed that same day.  I also ensured that the correct filter size was added to our inventory so that we would always have them available. After completion, I reached out to the resident to let them know everything was resolved, and they acknowledged this as well.  I also asked if there was anything else remaining that I can resolve for them and they stated that everything looked good now.  In my recent conversation with the resident, I stated that while I hope there is never a need in the future, if they ever felt like their concerns were not being addressed, I asked them to please notify me right away and I will ensure they are resolved.

• Initial Complaint

  Date:09/06/2022

  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.

  The office claims there is nothing they can do about my car being towed since it did not have a permit even after explaining that they are closed over the weekend and I could not get a pass. There is no visitor parking near my building and she suggested parking in visitor way across the complex which is not safe at all and I pay to live here so I should be able to park near my building. I have had to pay $190 and now I have to pay again to get my car out as it was towed a second time. Its not my fault there is no adequate safe parking near by and I could not get a pass. If I cannot be safe at this complex then I need my lease to end.

  Business Response

  Date: 09/07/2022

  ***************************** is a permit parking community located in ******, **. Our office hours are displayed at the leasing office door; We are open Monday through Friday 9am to 6pm, and Saturday 10am to 5 pm. There are 2 entrances to our community off Constitution Drive. Signs are posted at each entrance, notifying all who enter, that parking is by permit only and that all trespassers will be towed. The signs also give the name and phone number of the tow company under contract with us. There are designated visitor spaces located throughout the community. And street parking is legal on Constitution Drive, along the edge of our property. Per our lease document, residents are required to register their vehicles with the leasing office, prominently display a parking sticker on either the front or back windshield and notify management immediately of any changes to their vehicles. The office was open Saturday 9.3.22 from 10am to 5pm and was closed on Labor Day and reopened Tuesday Sept 6 2022. The community does not make any money from the towing company and the towing in enforced so that our residents have priority parking over guests and vehicles not displaying the community parking pass. 

  Customer Answer

  Date: 09/07/2022

   
  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,
  
  *********************************

• Initial Complaint

  Date:08/30/2022

  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.

  June 30th was the date that my $1333 was issued back to me, however, here it is August 30th and I still have not received my money. I cannot get ahold of anybody willing to do their job and ensure my money is sent to me in a timely fashion as I do not have an additional ***** days to wait for a check to be dispatched from the corporate office. My phone calls go unanswered and messages left go ignored. This is disgusting service and I am appalled.

  Business Response

  Date: 08/31/2022

  Good afternoon, 

  Upon further review, our records indicate that we process a refund for the past resident on 6/30. The past resident made us aware that she has not received your refund check on 8/24. At that point, we engaged our accounts payable division to gain more information. An AP rep informed us that the refund check was on hold for further review. Since then, the check has been released for payment as of 8/29. The past resident should receive the certified funds within the next 14 business days.

  *************************** -Property Manager 

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17798623
  
  I am rejecting this response because:

  I attempted multiple times to notify MAA before August 24th. 
  
  Sincerely,
  
  ******* Small

• Initial Complaint

  Date:08/28/2022

  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.

  I live in ******************** apartment in Greenville SC. About three weeks ago while my family and I were on vacation the apartment above us had a leak. When we arrived home we walked I and our carpet was soaked , walls, and popcorn ceiling was peeling. We called emergency maintenance, they came out and drained our chandelier and said that was all they could do for now and that they would come out the following day with their supervisor. No one came by lunch time so we went to the front office and the office manager kind of blew it off like it shouldnt be that bad because the leak above us wasnt bad and said they would be there went they could. While we were out they came and put our light back up , painted over the spots on the ceiling and ripped the pop corn ceiling off in our bathroom. Since then nothing else has been done and I believe there is mold in our walls and maybe under our carpet. My fianc and daughter have gotten sick with coughs and all and I would really like something to be done about this

  Business Response

  Date: 09/28/2022

  The toilet in the apartment above this resident's apartment overflowed and we were notified this resident had been affected by the leak when the call came in through the after hours emergency line. The on call maintenance associate responded that evening. There was no active leak at that time and the resident's carpet was damp. The following day the residents went into the office to follow up with maintenance returning to their apartment. They informed management as to what had taken place in their apartment and they were told by management as to what had taken place from their upstairs neighbor. 
  Maintenance team followed up with the residents the same day and their apartment was dry. There was no active leak, the carpet was not wet, and there was no moisture. The popcorn on the ceiling was falling and maintenance proceeded to remove the remainder of the popcorn on the ceiling. 
  
  A contractor was also scheduled to view the ceiling and walls to look for any moisture. The contractor reported there was no moisture, no active leaks, and the ceiling needed repair due to the overflow of the upstairs toilet, however, there was no mold, no moisture, and no active leak and the ceiling repair was scheduled with this same contractor. 

• Initial Complaint

  Date:08/27/2022

  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.

  We moved into Cypress Manor Apartments in August of 2021 into a 3rd-floor unit. The day we moved in we called maintenance about an A/C concern and we were told that because it was move-in day and we had the door open a lot. We gave it a few days and still had the issue of our apartment being very warm. After a couple of weeks, we purchased small thermometers to place around the apartment to prove the high temperatures. We filed multiple maintenance requests and only got responses of "There is nothing we can do" or "This is just a cheap building with crappy insulation, and since you live on the third floor and we live in *******, it will just be hot in here." We dealt with this issue for an entire year. About a month ago, a new company purchased our property, MAA. A couple of days before getting the notice, we received our new lease renewal options showing that our rent will be increasing by $500 (about 20%). We talked to our new property manager about the A/C problems and he has been responsive and helpful but the issue persists. We are now waiting on a vendor to come and add add insulation because they are "confident this will fix our issue" even though we brought this up as a solution in the past and were told that it was not a problem. Today, our A/C actually broke. The draining system is clogged and we have reached our breaking point. Living in an 85 degree apartment in summer is unbearabe and unliveable.

  Business Response

  Date: 08/30/2022

  To whom it may concern:

  Per the original complaint, the ** issues started back in August of 2021 when the residents moved in at Cypress Manor.  MAA purchased Cypress Manor on July 12, 2022.  Since the property was purchased, we have received work orders regarding the ** not cooling and we responded immediately.  We have inspected the ** unit multiple times and have scheduled contractors to install additional insulation in the attic to help with cooling the 3rd floor unit (the work is scheduled for the week of Sept 5, 2022).  In the meantime, we have provided the residents with two portable ** units to help cool the apartment during the day. We take this matter very seriously and expect the situation to be fully resolved once the new insulation is installed.

  We have communicated with the residents and will do what it takes to ensure that this is resolved as soon as possible.

  MAA Management 

• Initial Complaint

  Date:08/27/2022

  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.

  management does not enforce handicapped parking laws, as defined under the **** because towing, fines or some other form of deterrent are not used by management, residents who do not have the required permit park in the accessible spots regularly. the courtesy patrol officer has a night job, so there is no one even available on the property to address the issue. it is hardly a courtesy to the residents if the officer is never available to actually help. furthermore, the locking mechanism to access the mailboxes has been broken for several weeks. i have requested that it be fixed and was told the buttons stick, so i just have to push two buttons simultaneously while jiggling the handle. i am not physically capable of fighting with the lock to open the gate and not repairing it is resulting in my being denied equal access to my mailanother ADA ********** it is the responsibility of management to MANAGE the complex. this is unacceptable and seems discriminatory.

  Business Response

  Date: 09/06/2022

  Hello ******,

  Please see below regarding your concerns

  1) Our courtesy officers at our properties are employed as local law enforcement personnel as well.  Therefore, they are unavailable during the hours they are working for these agencies. 

  2) The mailbox lock was sticking due to humidity, in the meantime the office team communicated a work around until it could be resolved.  It has since been resolved. 

  3) Our towing company routinely patrols the property for parking violations.  Dependent on the findings the car is either tagged or towed.  We will contact our towing company regarding your concerns of unaddressed parking violations

  Thank you,

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17783223
  
  I am rejecting this response because:

  1. If the officer you have hired is consistently unavailable, you at least need to have a protocol for how to handle issues that arise in the meantime. ******** calls and neglecting to follow up is not an appropriate response. 

  2. The lock on the mailbox was only disengaged AFTER a complaint was made to the city and the complex received a code violation. Management only complied with this request because a state agency forced them to. It should not be so difficult to convince management to do what they are legally obligated to do.

  As far as I am aware, the lock has not been replaced or repairedsimply disengaged. We live in *****; humidity is not an acceptable excuse for neglecting to replace malfunctioning equipment. I suggest investing in a lock that is not effected by the humidity. 

  3. This cant possibly be true. There is a lack of required signageas mandated by the stateto legally enforce towing. There is no information posted on the property about the towing company used or how to contact them, and the accessible spots do not state that towing is enforced.

  Either you are flat-out lying, or you are illegally towing vehicles. Regardlessthe appropriate signage needs to be installed and towing needs to be enforced.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/25/2022

  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.

  While staying at the MAA Reserve in ********* ** was great while I stayed there after moving out was a different story. After leaving the apartment which we left in great shape we knew there was a chance that wed be charged a cleaning fee for the carpets (due to the lease requiring professional cleaning in preparation of moving out). Little did we know ****** and the property manager ***** would tell us that the carpets needed to be replaced charging us over $500 per the terms of our lease to do so. While I could tell you how outrageous I think that is particularly from being in the flooring industry myself as well as managing property as well, Ill let the pictures of said damage speak for themselves. While there was to attempt that we know of to clean the carpets in these photo the initial reaction was to replace them. Please keep in mind under ** law tenants are not responsible for natural wear and tear as well not that these two year old carpets are even arguably in need of replacing which has been confirmed by others in the flooring industry as well.

  Business Response

  Date: 08/26/2022

  I walked the apartment the week of August 15th and notice a dark and matted wear pattern on the carpet in several places.  The most noticeable, in 4 different spots, is in front of the couch, walking into the living room, walking into the main bedroom, and walking into the secondary bedroom all the way to the bathroom.  The normal wear down of this carpet is 5 years.  Since it has only been two since it was last replaced this is considered above normal wear and tear.  Wear patterns do not come out with cleaning and because of the number of places that have been worn, it was decided to replace the carpet.
  
  We charged the resident based on the lease agreement using the invoice we received when the carpet was replaced in 2020 prior to moving in.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17776514
  
  I am rejecting this response because:

  your claim of your carpet lasting 5 years is not credible, if youll notice in the invoice from 2020 and the most current invoice the square footage is exactly the same.  Replacing the carpet and passing the cost onto the renter every time someone moves out is not a business run with integrity. I suggest you escalate the issue as there are multiple complaints of the same practice on BBB.    
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for an apartment with MAA **************** located in ********* ** at *****************************. 8/24/22 I get a lease fee breakdown via email that MAA **************** wants to charge me $85 per month for a service called MAA connect. The service is basically an internet and TV package that is required to rent an apartment. The MAA connect charge wasn't disclosed during the application or approval process, and they don't have an opt out. Since I found out about this charge I asked for a refund of the $250 administration fee since I found this out yesterday 8/24/22. MAA proceeds to inform me that they will not refund the $250 since my approval was over 48 hours, but the notice of the $85 MAA connect wasn't disclosed until less than 24 hours ago. I totally feel scammed and feel like they should be required to disclose the MAA connect requirement during the application process. I would also like a refund of my $250 administration fee since I notified them that I won't pay this charge immediately after they advised me of it. I notified them the say day that they disclosed the requirement. I worked with ******************* from MAA ****************.

  Business Response

  Date: 09/01/2022

  Hello,
  
  We have resolved this directly with the applicant. The $250 administration fee has been sent to be processed for a refund via check within 30 business days. We did also let him know that the $85 MAA Connect Fee and other additional charges are disclosed as itemized charges in both the Quote Sheet and Lease Summary sections of all applications at MAA ****************, and the charges were in fact disclosed in this particular application.  We also expressed the fact that it was not ever our intention to make him feel uncomfortable with the application process or with leasing an apartment from us.

  MAA ****************

• Initial Complaint

  Date:08/20/2022

  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.

  The apartment complex I live at does not fix issues within the complex or apartment in an appropriate timeframe. They blame vendors, they blame shortage of staff, yet Im still paying my rent every month. Its a ripoff and it needs to be addressed. Ive had a maintenance request in for SEVEN weeks that hasnt been resolved.

  Business Response

  Date: 09/06/2022

  Hello *****,

  Thank you for your patience as we address some of the items you noted on your complaint.  Below is the status of your work orders that have been submitted

  1) Trash chute repair:  Being this is a specialized repair we have contacted a vendor that specializes in trash chutes to address.  They are currently backlogged however we are following up with them to get an ETA

  2) Call Box not working: this has been resolved

  3) Elevator down: Our vendor has been working  on this and sourcing the necessary parts to repair from recent flood damage.  We expect this to be operational within 1 week

  4) light bulb out in kitchen: we will dispatch maintenance to address asap

  5) broken bedroom blind: we will dispatch maintenance to address asap

  Thank you