ComplaintsforAmerican Campus Communities

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renewed my lease without expecting to I graduate early. However, I completed my studies over the summer, leaving me with a lease I no longer needed. They told me the only way to get out of the contract was by re-letting and paying a $300 fee. I followed all steps outlined by management, including completing the re-let application, finding a new tenant, having them confirm their intent to re-let, and ensuring they submitted an application. I provided the potential tenant with a tour, and they loved the unit, submitting their application the same day. Next morning, I received a call from the apartment informing me that the new tenant would no longer be taking over my lease. The potential tenant then contacted me to explain that management had offered them a lower price to sign a new lease. This is unacceptable and unethical. I found someone genuinely interested in my unit, and management's actions indicate an intent to keep both of us to fill their space. My situation is unique because I have graduated and no longer need student housing. I need to move to be closer to my job; otherwise, I would have completed my lease. Despite my efforts, no one in my building has been helpful or understanding. Their responses have been consistently rude and dismissive stating there is nothing they can do. Legally, if both parties agree to void the contract, it can be done. Management's claim that nothing can be done is false. It shows an unwillingness to assist, prioritizing filling other units for profit. This is extremely disappointing, since I have been a resident for two years during college. When a genuine issue arises, the lack of support is disheartening. The recent decrease in prices offered to new tenants makes it more difficult to find someone to re-let to. This behavior indicates that management cares solely about money, contradicting their claim of being student-friendly and a place where students are "going to love it here." My experience suggests otherwise.

  Business response

  07/23/2024

  This applicant has been credited to you as your replacement and your lease has been cancelled. This applicant inquired about other floorplans available and stated that they did not want to take over the space that you had discussed with them since they were informed that they would have to pay the re-let fee directly to you. They were not comfortable with the additional fees that they were being charged. Because they initially contacted us through you though, we did apply this applicant as your replacement, and you are no longer bound to the remainder of your lease agreement.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally express my concern and dissatisfaction regarding the predatory towing practices at Campus Edge on UTSA boulevard (American Campus Comminities) . As a student resident, I believe these practices are unfair, exploitative, and disproportionately target college students residing in and visiting the complex. On multiple occasions, I have witnessed or been directly affected by the towing of vehicles under circumstances that are predatory. The signage regarding parking rules and restrictions is either insufficient or placed in a manner that is not easily visible. This lack of clarity often leads to unintentional violations by residents and visitors unfamiliar with the complexs specific parking policies. Vehicles are being towed almost immediately upon parking, without providing any warnings or ***** periods. This aggressive approach does not allow residents or visitors to rectify their parking mistakes, which is particularly harsh and unreasonable. The towing fees imposed are excessively high, creating a significant financial burden on students, many of whom are already facing economic challenges. The towing companies seem to be capitalizing on the complexs lenient towing policies to exploit residents. For students who are often living on tight budgets, these fees are not just an inconvenience but a severe financial strain, sometimes amounting to hundreds of dollars. It is apparent that college students are disproportionately targeted by these towing practices. Given their limited financial resources and busy schedules, students are particularly vulnerable to these predatory tactics. Many students have no choice but to park in the complex, and the immediate and excessive towing fees feel like an exploitation of their situation. When attempting to address these issues with the management, residents are often met with indifference or unhelpful responses . This has caused damages to other students vehicles with an addition to a tow charge as well.

  Business response

  07/26/2024

  Thank you for bringing this matter to our attention. At Campus Edge, we prioritize the safety and convenience of our residents, and we have established a comprehensive parking policy to ensure that our parking facilities are managed effectively.
  
  Before any vehicle is brought on-site, our team reminds each resident of our parking policy and the procedure for registering their vehicle with the ParqKing platform. This policy clearly stipulates that failure to comply will result in the vehicle being towed from our facility. To ensure all students are aware of this policy, we have posted clear signage at the entry gates and around the parking lots. Additionally, we communicate this policy via email to all residents regularly.
  
  To further enhance compliance and fairness, we are implementing a new 2-ticket policy starting next semester. Under this policy, residents who do not comply with the parking regulations, as outlined in our monthly emails, will receive two warnings before their vehicle is towed. This measure is designed to provide residents with ample opportunity to adhere to the policy and avoid any inconvenience.
  
  We emphasize the importance of following the parking policy to ensure the safety and security of all our residents. Our strict enforcement is necessary to maintain an orderly and safe environment for everyone.
  
  We appreciate your understanding and cooperation. Should you have any further questions or require additional information, please do not hesitate to contact us.

  Customer response

  07/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a resident at U Club on ******** in ***********, **. On 5/2/2024, a dead tree fell on my 2020 ***** CX-5 on their property and was deemed completely totaled by my insurance company. I had to buy a new vehicle as a result of the damage. I would like to be reimbursed the MINIMUM of the $500 deductible my insurance charged me. The car totaled only had 3 payments remaining until it was paid off and now I have to make payments for a new car. It is evident that the landscapers are not maintaining the property due to all the weeds and vines grown over the fences and the dead trees that are not being roped off or removed. The landscapers should have noted this and failed to report this dead tree. I was walking out the front door when this occurred. If I had been one minute earlier I may have died or been seriously injured. Not only did this occur OVER a month ago without anyone reaching out to me, no actions have been placed to remove this dead tree so that no other branches could fall. This is negligence on U Club/American Campus' part because this was made aware to their leasing office on May 2nd, 2024 and no actions were taken. If the rest of the DEAD tree falls, someone else's life could be in danger. I am very upset that I had to get a new car and finance $20,000. In addition, I reported this as soon as it occurred. I called the office three times and there was no answer. I finally received a call from ******* an HOUR later and the lack of urgency was well noted. In addition, I was told I would have received a call from ******, the manager, when she returned from her vacation for Cinco *******. I did not receive a phone call until 6/14/2024 when she overheard me talking to another tenant about termites in my apartment and the tree that hit my car. She told me to write an email to her and she would get back to me. I NEVER received a response from either ****** or the regional manager *****. I demand a response from American Campus.

  Business response

  07/26/2024

  Hello, this is *************************, Assistant General Manager at U Club on ********. On 5/2, when I contacted *****, I explained that the tree causing damage to her vehicle and our perimeter fence fell from the adjacent residential property, not ours. I assured her our team would try contacting the property owner and offered to share their information once available, for her insurance or other actions. Despite multiple attempts in person, we couldn't reach them, but we provided ***** with the property address to aid her in further attempts.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ** in our apartment is not working properly. In the winter it made big noise and cost 4 times more electricity fee than usual. We reported this issue to the building, but they just said it was because we used heater in the winter. But we also use heater before, the electricity fee is not that ridiculous. We insisted to do an investigation in our apartment, but they did not take it seriously. Now is summer, the ** is not cooling down the room at all. They came shutting down the ** and left a warning " do not turn on ** without authorization". There is no updates since more than one month ago. This is summer is super hot, but they did not fix it for us for more than one month.

  Business response

  07/30/2024

  Thank you for providing the feedback.  Since the ** has gone out, staff have put in portable units in all bedrooms and the common area to supplement the central air unit being down.  The delay in the repair is due to needing to purchase and wait for a new unit to be manufactured before the vendor is able to install it.  There was a 6 week turnaround time on the manufacturing.  As of today, the units are in the process of being installed, and will be finished by Friday, August 2nd, 2024 as per the vendor.  

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to speak with Georgia, a Crest at Pearl employee, at 10:04 AM July 3rd in regard to being charged $913 for rent at Crest at Pearl although I officially subleased my unit, paid a sublet fee, and moved out the night of June 3rd. I turned in everything such as my keys and parking tag to close my account with **********************, which I confirmed through email June 6th with Mazzalyn. I also confirmed on the phone the morning of July 3rd with Georgia that I was charged the sublet fee because the new tenant signed their lease. I was called back at 10:45 AM to be told by Georgia that the sublease fell through (according to the manager) apparently due to the new tenants "payment issue" but was never told this, officially passed the lease over, and shouldnt be responsible for the unit any longer as I have not been living there. I have screenshots of the new tenant sharing her name and email to me via Messenger May 14th in order to be emailed the lease from Crest to sign as well as her stating she did the online application. May 15th at 11:24 AM the new tenant replied to my message, stating Crest was aware of her application and would send her the lease to sign, saying she received the lease and signed it. This was 2 hours after Crest emailed me at 9:49 AM asking for clarification on when I'd move out "before sending her the lease". I replied 6 minutes later confirming my move out dates and 7 minutes later they confirmed they would send the lease to her. This prompted Crest to charge me the re-let fee of $382.76 June 3rd. I emailed crest July 3rd after the second phone call at 11:33 AM to state all of these things with screenshots and ask that this is handled transparently about why I was never told about these alleged lease issues and that the charge be removed from my portal account (that should have been closed June 6th). I still have not received a response or call back as promised July 3rd and continue to get emails threatening eviction for a unit I am not living in.

  Business response

  07/17/2024

  Good afternoon,

  Thank you for the message regarding Jaida Newhouses intent to relet at Crest at Pearl.

  Unfortunately, the person found to take over her lease did not meet SMART housing qualifications per the City of Austin to reside in the Studio D - SMART floor plan, therefore, the new residents lease agreement could not be approved and executed.

  As stated on page 4 of Jaidas signed lease agreement,the residents obligations are terminated only upon execution of the lease agreement for the replacement resident. Even though a resident may move out before the ending date, they are still responsible for paying all rent and utilities through the remainder of the lease term.

  Upon review, we understand there was some miscommunication on our part. Due to this, we will be offering to release Jaida effective July 1, 2024, and she will not be required to pay her last months installment.Additionally, the $300 reletting fee has been credited to her account.
  
  Thank you,

  Crest at Pearl Management

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2024, I contacted the property at asked them why they charge for rent and parking starting Aug 1 when we can't pick up the keys until Aug 30, they said "that is just how we do it". I asked if it was a deposit and they said no. I asked why they would charge a whole month rent and parking for something we can't use. They couldn't explain. In the attachment you can see it says Lease Start Date: Aug 30, 2024, and First Payment Due Date: Aug 1, 2024. They said they do 5 month leases but do not allow you to use the first month nor do they reimburse it at the end of the lease.

  Business response

  07/01/2024

  Dear *****,
  
  Thank you for your message. I am happy to clarify the payment schedule that is indicated in *****'s lease agreement.
  
  For all of our leases, we offer a total contract amount (that is, base rent) that is broken down into equal installments, and this total contract amount can be found on page one of each lease agreement. The total contract amount represents payment for the lease term, and this lease structure is followed by most university housing operations around the country. The first installment is typically due on August 1. The payment due on August 1 does not cover the month of August, but rather the first installment toward the lease's total amount owed. *****'s total rent amount owed for her lease agreement  including parking  is $6,095.00, and her lease's term spans five consecutive months. Her installment rate is thus $1,219.00 per installment. Below, I've included excerpts from *****'s lease agreement for your convenient reference.
  
  Per page one of *****'s lease agreement:

   "Base Rent and Additional Rent (additional fees, charges and applicable sales taxes) payable by you under this Lease Agreement are together referred to as Rent, to the extent permitted by law. Rent plus the additional fees, charges and/or modifications by addenda for the Lease Term is $6,095.00 and is payable in 5 installments, without offset or deduction, and you agree to pay such Rent as follows per the Installment Schedule[...]"
  

   "Rates/installments do not represent a monthly rental amount, and are not prorated, but rather represent the total Rent due for the Lease Term divided by the number of installments."

  
  If you would like any additional clarification regarding the payment schedule indicated in your lease, please do not hesitate to contact our office and we will be happy to assist.
  
  Best,

  ******

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a student attending *************************** , i lived on campus at an American campus property for the 2023-2024 school year. My lease ended in May and i was sent a list of damages totaling *****. ***** for a carpet replacement and 250 for a bathroom cabinet replacement. I was told to send in pictures to get this damage disputed. I submitted photos of the carpet from every angle and submitted a maintaince request for the bathroom cabinet that was ignored and i was wrongfully charged for. The bathroom cabinet charge was waived but was told that the carpet replacement charge still stands because of a animal smell. I had no animals in my room AT ALL. I asked them where is the proof of this smell. I was denied a walk through of the unit multiple times. After sending photos of the carpet being completely clear and free of damages they came up with another excuse to get me to pay them money. These charges are ridiculous and completely false. They will do anything for money and will not even fix these damages. I also requested an itemized invoice of the damages and repairs and was ignored. I am looking to file a civil lawsuit because this is ridiculous and i do not recommend at all. I am just going into my senior year and was told i could not move in in till the money was paid. I am disappointed, distraught and utterly upset by the blatant money grabs with this company.

  Business response

  06/28/2024

  Dear Better Business Bureau,

  
  We appreciate the opportunity to address the concerns raised by ********************* regarding their lease at *******************

  
  Summary of the Issue:
  ********************* disputed charges for damages incurred during their lease term from 2023 to 2024. Specifically, she contests a $1,000 carpet replacement charge due to an alleged animal smell and a $250 bathroom cabinet replacement charge, which was later waived after submission of a maintenance request and photos.

  
  Our Response:

  
  Bathroom Cabinet Charge:
  Upon receiving ******'s maintenance request and photographic evidence, we reviewed the situation and promptly waived the $250 charge for the bathroom cabinet. This demonstrates our willingness to address and rectify issues when valid evidence is provided.

  
  Carpet Replacement Charge:
  The $1,000 charge for carpet replacement was levied due to a strong, persistent animal odor detected by our maintenance staff during the post-lease inspection. Despite the tenant's assertion that no animals were present, our team followed standard procedures in identifying and documenting the issue. Unfortunately, odors are not always visible in photographs, which complicates the evidence submission process.

  
  We understand ******* frustration regarding the inability to conduct a walk-through inspection. Due to logistical and operational constraints, we may not always be able to accommodate such requests, especially during high turnover periods. However, our team is committed to doing the right thing and putting students first in all our dealings.

  
  Allegations of Financial Impropriety:
  We take accusations of unfair charges and unethical practices very seriously. Our goal is to maintain a transparent, fair, and respectful relationship with all our tenants. All charges are based on documented findings and standard operational procedures. We welcome further dialogue with ****** to resolve this issue amicably.

  
  Resolution Proposal:
  We are open to re-evaluating the carpet replacement charge if ****** can provide additional evidence to substantiate their claims.
  We remain committed to resolving this matter in a manner that upholds our standards of doing the right thing and putting students first
  We regret any distress or inconvenience caused to Jamiyah and hope to resolve this matter swiftly and satisfactorily.

  
  Sincerely,

  
  University Village

  
  

  Customer response

  06/28/2024

  Complaint: 21882241
  
  I am rejecting this response because: i have provided proof that this smell is preexisting. I have made complaints about the smell previously and was ignored. Ive shampooed the carpet on multiple occasions and each time the carpet has reeked of animals. Meaning that the carpet has not been removed and cleaned after the last tenant. Charging someone ***** to fix a carpet that they did not damage is not only unfair but unethical. I asked for a walkthrough of the room to show where exactly where the smell is coming from and my efforts to remove the smell on my own. I have submitted a maintaince request and email to American campus complaining about the smell in January of 2023 and was ignored on multiple occasions and was told verbally by maintenance to just vacuum the carpet. I am fully prepared to create a civil lawsuit against American campus because of the blantant disregard for tentative complaints and their lack of accountability. 
  Regards,
  
  *********************

  Customer response

  07/05/2024

  Complaint: 21882241
  
  I am rejecting this response because: i have provided proof this smell has been persistent for months , and was there prior to me moving in. I have made multiple complaints about this smell and has been wrongfully charged for damages that i did not commit. I havent heard from American campus despite me providing evidence and the charge still has not been waived. 
  
  Regards,
  
  *********************

  Business response

  07/16/2024

  Dear Better Business Bureau,
  
  Thank you for allowing us to further address the concerns raised by ****** regarding their lease at our property at ************ A&*************
  
  We understand the frustration and inconvenience that ****** has experienced. We take their feedback seriously and are committed to ensuring a fair resolution.
  
  
     - We acknowledge Janiyas claim that they made multiple complaints about the persistent smell prior to moving in and during their tenancy. We apologize if these complaints were not adequately addressed. To ensure that we accurately addressed the issue, we conducted a thorough review of our maintenance records and any correspondence related to these complaints. We have been unable to find any service requests that validates the claim of an odor being present or any requests entered by Jamiyah for this issue.
  
  2. Re-Evaluation of Charges:
     -With this information with regard to the carpet, the charges will stand.
  3. Communication and Resolution:
     - We apologize for any lapse in communication and will ensure that ****** receives a timely response. Our team has already sent notice stating that this charge will stand.
  
  We are committed to resolving this matter fairly and transparently. We value ******* as a resident and appreciate their patience as we work towards a satisfactory resolution.
  
  Sincerely,
  ******************
  

  Customer response

  07/16/2024

  Complaint: 21882241
  
  I am rejecting this response because Ive provided proof of this smell before and has been ignored. I will now be contacting my lawyer to discuss because this is utterly unacceptable and disrespectful. This company is full of money hungry liars and refuses to acknowledge that they made a mistake by not acknowledging my efforts to help with this smell. 
  Regards,
  
  *********************

  Customer response

  07/16/2024

  Complaint: 21882241
  
  I am rejecting this response because: Despite my providing substantial proof that no such damage occurred, American Campus has failed to offer any verification or evidence of these purported damages. It is my belief that these charges are being levied without proper justification, and I find their actions to be more motivated by profit than by any genuine concern for property maintenance.
  Furthermore, American Campus has neglected to provide any proof of the history of the carpet or evidence that the alleged damages were ever repaired. This lack of transparency raises significant doubts about the legitimacy of their claims.
  As I prepare to enter my senior year, I am now faced with the distressing reality that I will be unable to move into my housing until these charges are paid. Given that I cannot afford this unexpected expense, I am in a precarious situation that could significantly impact my academic and personal life.
  I respectfully request that these charges be reviewed and reduced to a reasonable amount, considering my attempts to resolve this matter amicably and the lack of sufficient proof from American Campus. Your assistance in facilitating a fair resolution would be greatly appreciated.
  Thank you for your attention to this matter.
  
  
  
  Best Regards  ,
  
  *********************

  Customer response

  07/16/2024

  Complaint: 21882241
  
  I am rejecting this response because: American Campus is consistently sending the same response without acknowledging what Ive sent, each response is the same despite my response being different each time. Despite my providing substantial proof that no such damage occurred, American Campus has failed to offer any verification or evidence of these purported damages. It is my belief that these charges are being levied without proper justification, and I find their actions to be more motivated by profit than by any genuine concern for property maintenance.
  Furthermore, American Campus has neglected to provide any proof of the history of the carpet or evidence that the alleged damages were ever repaired. This lack of transparency raises significant doubts about the legitimacy of their claims.
  As I prepare to enter my senior year, I am now faced with the distressing reality that I will be unable to move into my housing until these charges are paid. Given that I cannot afford this unexpected expense, I am in a precarious situation that could significantly impact my academic and personal life.
  I respectfully request that these charges be reviewed and reduced to a reasonable amount, considering my attempts to resolve this matter amicably and the lack of sufficient proof from American Campus. Your assistance in facilitating a fair resolution would be greatly appreciated.
  Thank you for your attention to this matter.
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is visible black mold in the apartment unit that management/maintenance refuses to clean. The windows in the unit do not open, maintenance is unable to fix them. The air filters are caked in dust, dirt and grime, the maintenance team does not maintain anything. Theres a locked closet in every unit that is never accessible to clean - it holds the water heater that regular breaks and leaks into the floor and ceilings of the unit below.

  Business response

  06/17/2024

  Hello,
  
  Thank you for sending this over.
  
  We looked in our system and were unable to locate this resident by name or phone number. Without an accurate unit number, it is hard for us to act on the items listed below.
  
  The closets they are referring to are locked during a residents stay with us, however, we do quarterly air filter replacements that require our staff to replace air filters, as well as ensure these closets are in good order. Since we cannot enter units unannounced for the most part, we rely on these walks, as well as the residents to inform of us of any issues within their apartments. Anytime there is reports of a leak or damage to a water heater we act on high priority to get a solution as quickly as possible.
  
  The windows they mention are a recurring maintenance work order on property as we are reaching our ten-year threshold and require replacements on some of our windows. Like what is stated above, we would need a work order to be able to enter the unit and address their concerns regarding the window(s)within their unit.
  
  We would love to address the concerns of this resident and provide them a solution if we could know the apartment number in question. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complaint on behalf of *************************** for the following reasons:On July 23, 2023, ****** entered the premises at ***************************************, with a start payment of $350.58 for eight days of July rent. The lease was set to begin on August 1, 2023, with a payment of $934.00. ****** clearly stated the lease would continue consecutively for 12 months, expiring on July 31, 2024, with no renewal. However, the apartment managers have been alleging that the contract expires on August 31, 2024.On June 8, 2024, unjustified fees amounting to $135.00 were charged because the computer system incorrectly charged the wrong account. I did correct the account number of this issue after they informed me of a system in malfunction.The contract and its conditions are ambiguous. I explicitly informed them on July 23, 2023, that the stay would only be for one year. Therefore, I am formally notifying you that my last day at the property will be July 31, 2024.In the fall of 2022, I was informed that the rent for the premises would be approximately $3000.00. However, I now notice they are charging $4136.00, which makes it uncomfortable for me to live with unknown people.Thank you for addressing

  Business response

  06/24/2024

  All leases for the current lease term end on August 31, 2024, with a renewal option offered to extend beyond that date. While we do not have leaseholder information for the customer, leaseholders may obtain account information by contacting the leasing office directly at ************ or ********************************************************

  Customer response

  07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint involves Lease #****** at an American Campus Communities student apartment complex in College Station TX. When the lease ended at the end of the school year, we were charged for 4 expenses on May 20, 2024, related to cleaning and damages at the apartment without any notification or explanation of any of those 4 charges. I attempted to contact Callaway Villas directly about this issue starting on May 21, but my 3 emails and 2 voice mails have gone unanswered. My investigation has revealed that 2 of the 4 expenses are legitimate cleaning and trash expenses, but the other 2 expenses for 'small item removal' and 'common chair replacement' cannot be justified.It's not fair to charge students hefty cleaning and damage fees without thoroughly explaining the specific charges in a timely manner. We have given CV two weeks to provide explanation of the charges, with no response. A justification of these charges by CV or ACC at this point is unacceptable, and we are seeking a billing adjustment to reverse the two unjust charges.

  Business response

  06/07/2024

  Good afternoon -

  Management has been in touch with ****************** and his daughter.  We have come to an agreeable solution for both parties and the situation has been resolved. 
  
  Thank you!

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

  Callaway Villas General Manager

  Customer response

  06/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

*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. ↩