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Initial Complaint
08/30/2022
Complaint Type:
Billing Issues
Status:
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.
University View I in ************. I've attempted to get in contact with ***************************, the assistant GM about correcting my rental charges to my account from Summer of 2021. Unfortunately, I have not heard back from her or the office after providing numerous documents showing my rent was paid from the Summer. I forwarded my fee statement directly from the University's ******** Services to provide her with proof. My account was charged $780 from University View. At the bottom of the fee statement there is an account balance of $0. In the statement, there was a transfer of $150 to housing and the ***** II ***** of $630 that was paid to housing. $630 + $150 = $780 and I have attempted to explain to **************** that these charges were paid directly to housing, however, she refuses to acknowledge or respond to my recent emails. Prior to the emails sent to her, I spoke directly with the office that sent out the ***** and they CONFIRMED the $630 was paid to housing from summer 2021. Next, I spoke to treasury services and the office suggested I email **************** my fee statement because it clearly shows my rent was included in my charges. Therefore, the balance from rent should be zero and reflected in her records. After I did this, she has not responded to any of my emails. The office is completely unprofessional and incompetent of accounting for money paid to them. This is the third time that their office has lost money that I paid and it is now becoming a pattern that needs to be corrected. She claimed I never paid my $150 security deposit which resulted in me going back 4 YEARS to show her the money was paid. We cannot even get a lease without PAYING the deposit! Then she said due to my rent being "unpaid" they used my security deposit to pay the balance. My argument stands that the security deposit should have NEVER been used due to my rent ALREADY being paid. They must honor ALL *****s paid by the government. This is a crime and I demand a response.
Business response
09/09/2022
Greetings;

In response, I have looked over the complaint and researched the information previously given to *********************** and guarantor. The refund in question was not refunded to her due to a previous balance on her account when she moved out Spring 2022. I have also have provided ***** and guarantor her resident statement from 2021 to 2022. Seyan only made a payment for 2 utility bills, so she carried a balance of $258.51. This $258.51 is reflective of utility bills from Spring 22, the utility fee from Summer 21 and a damage charge from Spring 22.

Please let me know if any further answers are needed.

***********************
General Manager
University View/View II
T: ************ | F: ************
www.universityviewpv.com
Customer response
09/09/2022
Complaint: 17788668

I am rejecting this response because: once again the manager has not addressed the issue. I attached the fee statement showing the rent was paid for $780. I attached the email from ******* stating my $150 security deposit was used towards my summer 2021 balance which should have ONLY been from the $75 utility fee. This leaves me with a remaining $75 security deposit balance on my account.
I paid the rent. My security deposit of $150 covered the utility fee with a $75 balance remaining. I am STILL being charged $75 for summer utility. This is a double charge!
The problem is that I am being charged TWICE! I never said anything about a refund
I will attached her email stating this as well. The $258.51 balance minus my remaining $75 security deposit need to be reflected in the balance. My balance should be $183.51.

Regards,

Seyan Ayinde
Business response
09/14/2022
Greetings;

In response, I have investigated the issue further and discovered that Seyan Ayinde original balance was $333.51.The $75 Seyan is referring to, reduced her balance to $258.51. There was no duplicate charge for summer.

***********************
General Manager
University View/View II
T: ************ | F: ************
www.universityviewpv.com
Customer response
09/14/2022
Complaint: 17788668

I am rejecting this response because: the duplicate charge is from the $75 summer utility fee.
The office has now provided me with 3 completely different original charges and I will attached ALL of them. it is a crime to fabricate charges on a students account to make sense of the discrepancies on their part. I am being doubled charged $75 and she still did not acknowledge my complaint.
Ive already provided numerous documents highlighting their discrepancies. I have a email from ******* stating my original balance was $267.53, then the bookkeeper stating $483.51, now ***** is saying $333.51. Clearly something fishy is going on in the office or they are all clueless. (Emails attached)
***** needs to breakdown exactly where this new $333.51 charge is from however, ******* has already broken my charges down so dont bother fabricating another lie
Her response is not significant at all.
******* stated my posted balance of ****** included utilities from the summer, the damage charge, and utilities from the following spring and fall semester. ******* stated in another email that my security deposit cover the $75 summer utility fee.
1. Why am I STILL being charged the $75 summer utility fee?!? (I will attached her email stating the security deposit payed Summer 21 utilities)
It seems as if the office is incompetence of processing basic information, therefore theyre refusing to acknowledge my complaint.
2. Why are they refusing to acknowledge I was already charged the $75 summer fee?

Acknowledge what I am saying. My $150 security deposit was used to cover my summer utility fee however I am still being charged the same $75 summer utility fee! Once again, $150-75= $75.
Take the $75 double charge off my account for summer utilities NEXT apply the $75 remaining balance FROM the security deposit.

Regards,

***********************
Business response
09/30/2022
Greetings;

In looking at your account with American Campus again, I can confirm that all funds we have received were posted, including the $630 HERRF II Funds. Please note that some of the payments from the University came as partial payments. Once again, the $75 Seyan is referring to, reduced her balance to $258.51. There was no duplicate charge for summer. This $258.51 is reflective of owed utility bills, utility fee and a damage charges.

***********************
General Manager
University View/View II
T: ************ | F: ************
www.universityviewpv.com
Customer response
10/04/2022
Complaint: 17788668

I am rejecting this response because:
I am rejecting this response because:
On August 2, 2022, the assistant general manager emailed me stating after reviewing your accounts, the $150 security deposit did transfer to all the properties you stayed with until last summer. Last summer you had a balance from summer which your security deposit was used towards. Email attached.
The summer balance referred to is the $75 utility charge. Ive already provided documents showing rent was paid, therefore, the $75 was the only remaining charge on my account.
In the second document attached you can see the same $75 utility fee from the summer is still being charged to my account.
Ive attached the breakdown of my charges to show the inconsistencies once again. Please correct the balance.

Regards,

Seyan Ayinde
Business response
10/06/2022
We are in receipt of the customers response. However, our stance remains the same.
Initial Complaint
08/30/2022
Complaint Type:
Service or Repair Issues
Status:
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.
We submitted the housing application for *** campus (******, **) thru American Campus Communities back in Jan , 2022 for our daughter (***********************) that attending ********* this September. At the time of the application (back in Jan, 2022), the web site listed the property (**************) and the floor plan ("STUDIO") is "AVAILABLE". We submitted the application and put down USD$200 deposit for it. Up until now (end of August), there wasn't any communication or notification from the American Campus Communities on the lease. After making some phone call, we were told nothing is available. That wasted our time, money and also misled us there will be housing available for my daughter. At the time of the application, it stated it was "AVAILABLE". That is a totally scam. They collected $200 from each applicant for almost 8 months of time. Even they said it will refund. But there already have mentor damage and loss of time. We would like to get the housing arrangement at the property (Puerta Del Sol) and the floor plan ("STUDIO" or the "Efficiency") for starting the Fall term 2022.
Business response
08/30/2022
This year, all students, including our current residents,had the ability to apply to housing beginning 8:00am on January 18, 2022. Our records indicate ****** submitted their housing application at 10:22pm.

As you are likely aware from university communication,on-campus housing is in extremely high demand for this upcoming 2022-2023 school year. There are simply more applicants for on-campus housing than spaces available (both in housing managed by *********** and housing managed by American Campus Communities).

To provide you some context regarding ******* specific application: We received ******* application on January 18th. Our system shows they started their application at 9:53pm and continued to complete the application step-by-step until it was reviewed and then submitted at 10:22pm.Our system assigns a timestamp as of the ************* an application is completed and officially submitted.

From the time we started accepting applications at 8:00am until they completed and submitted their application at 10:22pm, we received over *****+ applications from other students (over ***** applications were received in the first hour before 9:00am). Of those applicants, over 980 students also selected Puerta del Sol as their first choice. For perspective, Puerta del Sol has just over 900 beds total. For additional context, over 300 people listed a single occupancy unit as their first choice and over ********************************** studio floor plan as their top two preferred floor plans; with only 213 single occupancy units available and only 62 of those are regular studios.

Each applicant has the ability to rank 6 preferences on the application, which breaks down to 3 property preferences and 2 floorplan preferences/property. On your application, you ranked 4 preferences. Ive listed your preferences below and next to each floorplan, Ive also included how many bed spaces for each of your preferences exist to give you a sense of what how limited the spaces were in the floorplans you applied to compared to the number of applications we received that morning.

All floor plans were labeled as available at the start of the day when applications first opened and our team continued to assess and process the high volume of housing applications. When it was determined that certain floor plans had a high volume of applicants, those particular floor plans were marked as Waitlist. However, as mentioned in the housing applications, housing preferences and the ability for our office to offer a lease is based on availability and is never guaranteed.

As we continued to make lease offers throughout the Winter Quarter, we had a chance to re-assess the remaining stock of our various floor plans against the demand of those floor plans from the waitlist. On April 7, 2022, we sent an email notification to all individuals on the waitlist informing them of the high demand for housing and the unlikely possibility we will be able to extend a lease offer. In that same notification, we specifically encouraged students to begin seeking alternative housing options. Our records indicate ****** received the email and opened the communication at 12:21am (PT) on April 11, 2022. For your convenience, a copy of the email can be reviewed by visiting https://mailchi.mp/f73ffe3498e4/puerta-del-sol-waiting-list-update.

We hope this explanation provides some context on the demand for housing and the reasons why ****** has not yet received a lease offer from the waitlist. We continue to make lease offers as we receive termination requests, however as mentioned in our April 7th email, we encourage all students to begin the search for alternative housing options.

As mentioned in university communication, below are some resources that *** assist in securing off-campus housing and finding transportation to campus:

- Anteater Housing Network (https://offcampus.***********.edu/): Housing and roommate listings in the area surrounding the campus.
- ****************** (https://www.irvinecompanyapartments.com/):Owns and manages many apartment complexes local to the campus, including the *********** Apartments, which are within easy walking distance of the campus.
- OCTA (http://www.octa.net/): Offers a number of bus routes that offer direct access to the campus. *** has also negotiated substantially discounted rates for students who purchase an annual pass.
Customer response
08/30/2022
Complaint: 17790565

I am rejecting this response because: the business (American Campus Communities) should not accepting application if they already know the number of applicants already over the capacities of the property. They still taking the $200 deposit from each of the applicants without telling them that no more space is available. If they said they received ****+ application. That means they collected ~$1.4 Million dollars from all the applicants. As of today, they still hold the deposit. $1.4M is a lot of money.
They should honor the application once they received the application and the deposit on-line.

If they kept the deposit money for almost eight months of time without honor the housing application, that is a total scam. They should refund the deposit plus extra $$$$ to compensate the damage and the waste of the time.

Regards,

*************************
Business response
08/31/2022
As mentioned in my original response, we are continuing to send out lease offers from the waitlist as terminations and cancellations are received; however this is at a limited amount. In addition, we cannot anticipate when a student will decide to terminate and/or withdraw from *********. Unfortunately, we have no other open and available units at this time to offer as all other units are fully leased. There are no other alternatives at this time aside from securing alternative housing outside of ACC-managed housing or to continue to wait on the waitlist until classes begin in the fall and students ahead of you/****** also secure alternative housing.

As a reminder, throughout the application process it is made clear that housing (as well as indicated preferences) are not guaranteed. Submission of a housing application does not guarantee a lease offer. In the event you find alternative housing or we cannot offer you housing by the official close of Fall 2022 leasing, your security deposit will be refunded back to you (as noted in the application and our communication).

Due to the high demand for housing, the limited stock of housing, and the time in which the housing application was submitted, we will not be able to provide you your desired resolution at this time. We will be able to make an offer to you if and when you are next on the waitlist and your desired floorplan becomes available.
Customer response
09/01/2022
Complaint: 17790565

I am rejecting this response because: as a good business practice, once the company accepted the deposit, they should honor it and provide the service or the goods to the clients. In this case, the company took the $200 deposit money from each of the applicants and didn't intend to provide the service or the goods to his clients. Even though the deposit may refund at the end, that is giving false hope and information to the clients. This is a wrong business practice that need to address

I'm asking for either
-- provide the lease for the unit that stated in the application immediately

or

-- Refund the $200 deposit + $1500 for the compensation for loss of time and the mental damage (which should be equal to the one month rent for the unit).

Regards,

*************************
Initial Complaint
08/29/2022
Complaint Type:
Customer Service Issues
Status:
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.
Noise Complaint: 8/22-8/24 there have been nonstop dogs barking all day in the apartment building. I called the front desk and they said there was nothing they could do.
Business response
09/07/2022
RE: Complaint # ********

Hello,

University *************** has attempted to contact the resident on September 1, 2022 and on September 6, 2022 and no response back has been received. No further complaints have been filed from the resident since the original reported dates of August 22 August 24.

The property is pet friendly, residents are responsible for their registered animal, and ensuring it does not cause a nuisance to surrounding neighbors. *************** can speak to the resident and can get further details, they will address the noise concerns with the registered pet owners and follow the lease violation process.

Courtesy officers are onsite 7 days a week from 9pm through 2am and can also address and document any noise complaints that occur throughout the evening. Management receives nightly reports and will address areas for concern the next business day.

Our residents living environment is very important to us and we want them to love where they live.

Thank you,
Initial Complaint
08/25/2022
Complaint Type:
Billing Issues
Status:
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.
My son has been charged $80 for an alleged unclean bathroom and damage in the apartment. Despite repeat emails and calls the company (***************** operated by American Campus) there is no response. We have video evidence ********* stamped to support our position. We believe this was an error or scam by the complex. We seek to have the charge immediately removed and to receive written confirmation of such.
Business response
08/30/2022
Hello,

I have attached pictures from the unit that were taken on May 31st. Please see the A bedroom. I will keep the charge on the account for the bathroom tub, but I will be removing the charge for the wall damage as it seems like it was out of the residents control.
Customer response
08/31/2022
Complaint: 17752198

I am rejecting this response because:

The response from American Campus Communities does not make sense to me. The tub photo clearly demonstrates poor construction and/or inadequate preventative maintenance on behalf of the landlord. The caulking area is not able to be cleaned as it clearly needs to be repaired. The black mold is due to inadequate caulking and constructions, not due to failure on behalf of the occupant. The tub itself is clean. I have also included the video taken at check out time.

I request this charge also be removed.

Sincerely,

*******************
Business response
09/06/2022
We will be crediting back the damage charges.
Customer response
09/06/2022
Complaint: 17752198

I am rejecting this response because:they have offered the same response as when I last rejected their response and prior to the additional information that I submitted. They need to remove the bathroom cleaning fee because it is clear from the pictures they provided and video that I provided that the bathroom caulking is in disrepair from their inadequate installation and/maintenance and the tub itself was ***************************,

*******************
Business response
09/13/2022
Hello,

Everything on the account has been credited back.
Initial Complaint
08/25/2022
Complaint Type:
Billing Issues
Status:
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.
I lived at ***************** from August 2021 - July 31, 2022. When I moved out, I received a letter saying that I owed $800 for a carpet replacement and $20 for paint and had 30 days to pay. The fees didnt make sense to me because everything was in great conditions when I moved out, so I asked for an explanation for the charges. They said that the bookkeeper would contact me to further explain, but they never did even after multiple emails and calls. I dont think that it is fair that I have to pay for fees that have not been explained to me and they wont get back to me even though the charges are due soon.
Business response
09/07/2022
Good afternoon,

After ********************************* moved out, our Regional Manager and Assistant General Manager/Bookkeeper inspected the bedspace for damages. During the inspection, they found her bedspace carpet giving off a significant odor congruent with animal urine. Based on the severity of the odor, it was determined that the carpet needed to be replaced.

********* moved into her bedspace on August 21st. During her move-in process she was given a QR code to complete the Unit Condition form electronically and notate any issues in her bedspace and common areas within the apartment. The carpet odor from pet damage should be notated on the Unit Condition form. ********* did not complete the Unit Condition Form within the given timeframe (5 days), and the form expired on August 26th, 2021. Assistant General Manager/Bookkeeper references the Unit Condition form when assessing post-move out charges. To not assess damage charges, the information would need to be notated on the Unit Condition form when the resident initially moved in.

On August 27th, 2022, our Assistant General Manager/Bookkeeper explained the nature of the charges to ********* via email and the balance was paid off on August 30th, 2022.
***********************************
General Manager
*****************
Initial Complaint
08/18/2022
Complaint Type:
Billing Issues
Status:
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.
I was a resident at the **** and stayed in unit 522 B. I was sent a letter being charged for a full couch. I would like these charges dropped, my roommate and I reported defects of the couch during the inspection period of our move-in at the beginning of the year. We both have pictures of how the couch was after our stay at the ****.I submitted two emails August 16. One email to their bookkeeper and one to their employee. I have received no responses.I was only given a receipt that showed charges, the receipt did not specify anything that was wrong with the couch. The bookkeeper was suppose to send me photos but never did the **** will also not discuss this manner over the phone with me.
Business response
08/29/2022
We received the resident damage dispute on August 16th and after further review of their unit condition form, the charges were removed from their account and the resident was notified via email on August 23rd. The ****s bookkeeper has also confirmed with the resident that this brings their current balance due to the **** to $0.
The **** *********************** you!
Initial Complaint
08/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
Hi My daughter is due to move into housing at ******************************************************* in 1 week, attending ***.She was assigned roomates a month ago. The facility is no saying those identified are not going to be her roomates. They cannot gaurentee that her roomates will be students, might be prison guards. This was a deceptive practice.
Business response
08/17/2022
Hello *****,

Roomsync is used as a resource for residents to find and match with roommates. Roomsync offers a disclaimer explaining that matches are not guaranteed and must be approved by management. This disclaimer is in place because although we would love to guarantee all residents roommate matches on Roomsync there are times when renewal residents, floorplan breakdown, and gender preference breakdown do not allow us to accomplish this goal. Unfortunately, that is what happened in ******* case and after finalizing unit assignments we are unable to make the changes to accommodate her requested roommates identified through the Roomsync app. We are very sorry ****** will not be assigned to roommates found on the Roomsync app but do hope ******* experience can be enjoyable with other roommates. American Campus Communities offers individual leasing with shared common areas and leases to anyone who passes our rental criteria which includes a criminal background check. We look forward to having ****** as a resident this fall and ensure onsite management will remain available to ****** during her residency at ******************************************************************
Initial Complaint
08/15/2022
Complaint Type:
Product Issues
Status:
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.
The Callaway House is charging excessive fees made in bad faith in order to keep student deposit. Fees that fall "under normal wear and tear" violating ***** property code. Title 8; Chapter 92; Subchapter A. General Provisions. The burden of proof falls onto the the landlord. Callaway House will not respond to numerous emails and phone calls to provide specific charges. I disagree with the all the charges applied to my student. Couch, Carpet, Door, refrigerator was the itemized list and this was the only description provided on the bill to keep security deposits. They also charged my son additional charges and then tried to charge late fees without further explanation of original charges. Sec. ****** (4) "Normal wear and tear" means deterioration that results from During move-in I requested on 3 separate occasions for an inventory move-in sheet to document concerns and note specific damages. The couch was worn down and fake leather was already flaking. On the lease contract- it stated that they would provide an inventory move-in sheet. Not one parent received one during move-in.The Callaway House which belongs to American Campus Communities is a publicly traded company based in Austin, **. ***** property code states " the landlord has the burden of proving that the retention of any portion of security deposit was reasonable. The biggest scam is landlord did not fix a door which would not remained shut unless locked on the inside of the bedroom. This was report by both roommates with no response from Callaway. This was reported within the first week of move-in. They were given an entire year to fix the door with no response from Callaway to fix the door. The keyless bolting device was not working which cause further damage to the door. Callaway just charged us with door charges that was caused by Callaway's damaged door. door.
Business response
08/24/2022
Thank you for reaching out and voicing your concerns regarding the charges on your account. After a careful review we have come to the agreement to waive those charges. Our general manager has been in touch with you and made all of the arrangements. Please let us know if you need anything else.
Initial Complaint
08/12/2022
Complaint Type:
Order Issues
Status:
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.
My daughter signed a lease (dated 7/25/22) for an apartment in *************** and I am the guarantor. The leasing agent is trying to offer another location that is not convenient for my daughter. I simply want to enforce the lease that we legally signed.
Business response
08/15/2022
On July 18th, 2022, *********************** was contacted by ********************* staff in regards to her daughters placement in the apartment community. The staff let **** know that the space currently available for her daughter was in a gender neutral scenario, which **** said they would not be interested in. From the 18th up until the 25th of July, staff worked to try and find another viable solution. To resolve this situation, ********************* staff has offered the ******* family compensation at 2 times the cost of monthly rent for the error in roommate placement. They also offered her an available bed space at a sister property, 3 minutes away, until they will be able to assist **** with an available bed space at the * Centre location.
Initial Complaint
07/28/2022
Complaint Type:
Product Issues
Status:
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.
Vacated unit on 6/5/2022. Recieved Deposit Statement via email on 6/28/2022 from ***********************. After a few weeks I called to check on the status was told they did not have my forwarding address. I am pretty sure I gave that info during move out when I returned the keys. I gave *********************** my new address and still do not have my deposit.
Business response
08/08/2022
Past resident of University Walk, ***************************************** vacated his unit on Sunday June 5th, 2022. The statement of deposit was printed and sent on Tuesday June 7th, 2022, which stated a refund amount of $507.50. Refunds are handled at our corporate office in ******, ** and are issued via **** mail within 30 days. Check # in the amount of $507.50 was sent on Monday June 27th, 2022. *********** did not supply the property with a forwarding address. The check was returned to the property at **** University Walk *********, **. ***************************************** inquired about the refund checks arrival and requested to have it sent to, *******************************************************************. The original check was voided and a new check was reissued via ***** overnight shipping on Thursday July, 28th, 2022.

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