ComplaintsforAmerican Campus Communities

• Initial Complaint

  08/12/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a lease for a 3/2 apartment. They told me that I could find someone to take over my apartment I just need to find someone to agree to take over the payments and I would be released from the lease. I found another student that was interested to lease the apartment and I informed ****************** in ***********. They told me that would be ok and to ask the interested person to fill out the application and they would flag it as a relet application. The interested student filled out the apartment requesting that he wanted to take over my lease. The application was approved by the leasing office and a contract was sent to the interested student. The student noticed that his contract was for 4/2 apartment and he wanted to make this was correct before he signed anything. I called the leasing office and reminded them that my apartment was NOT a 4/2 but a 3/2. They then told me that interested student was not able to take over my apartment because he was a male.

  Business response

  08/23/2021

  Thankfully this issue is now resolved, once we were able to explain to the student why would could not move a male into her unit. As of a week ago, a female took over her contract. She and two other siblings applied a couple of months ago and she was the only one who signed the actual lease contract. The Assistant General Manager explained the relet process to her and she and her mom her adamant we just cancel the lease, but we unable to do so. The *** and Leasing Manager a spoke with this tenant during this time when she wanted to break her agreement, and when we still had availability in her particular floorplan. She wasinformed her that there were enough beds currently remaining that she would beable to bring in a female or male replacement to take over her lease contract.There would be no guarantee at how long she would have the option to bring ineither gender, but if leasable spots were still available, that would beapproved. The Village 3/2 floorplan is what she signed for, and the firstfloorplan at this property which filled to 100% pre-leased at 36 out of 36Fall 2021 leases signed and only 12 units in total.
  
  By the time she sent someone in, her floorplan was full, and itwas a male applicant. We were unable to send him a lease contract for thefloorplan she signed for, as we do not match co-ed, per the lease agreement.Therefore, after she was informed of this, she disagreed and stated there wasdishonesty on behalf of University Village. The LM let her know that she wouldhave to have a female replace her for her contract, since her 3/2 apartment hastwo other females assigned to that unit.

  This issue was resolved and the correct gender was placed in the unit she was assigned.

   

  Customer response

  08/23/2021

  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,
  
  RF

• Initial Complaint

  08/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a student and recently signed a lease with American Campus Communities at the State apartments in ******************* Co, When applying for the lease per their guidlines, I required a guarantor because my income did not qualify me for the apartment. I never received an approval email from the complex but only the lease agreement. I signed the lease but my guarantor never did and backed out of the agreement. When I called to cancel the agreement they told me that I could not and that is doesn't matter that my guarantor never signed and that the lease now fall on to me. I have not moved in and have not picked up any keys yet and they still wont let me out of the agreement even though I can not afford it without my guarantor. American Campus Communties is deceptive and takes advantage of Students. The lease agreement is very unclear and should not have been approved without my guarantors signature. If I do not pay and cannot find someone to take over my lease, they will ruin my credit.

  Business response

  08/12/2021

  To Whom It ************************ is in response to complaint #********, ************** Fergusonwants to be released from her lease agreement. If a resident wants to get outof his/her lease agreement, then we offer a process called reletting in whichsomeone must take over the lease agreement from the original resident. Per thelease agreement:
  
  YOU MAY BE ABLE TO RELEASE YOUR RIGHTS UNDER THIS LEASE FOR THESAME TERMS AND CONDITIONS TO ANOTHER PERSON PROVIDED THE MANAGER GIVES WRITTENCONSENT, BUT OUR CONSENT IS AT OUR SOLE DISCRECTION. THE NEW APPLICANT MUST BEAPPROVED BY THE MANAGER. YOUR OBLIGATIONS WILL BE TERMINATED UNDER THIS LEASECONTRACT ONCE THE NEW APPLICANT HAS BEEN APPROVED, MOVED IN AND PAID THEFIRSTS MONTHS RENT. SHOULD YOUR REQUEST TO TRANSFER YOUR RIGHTS UNDER THIS LEASEBE APPROVED, YOU ALSO HAVE TO PAY ** A RELETTING CHARGE EQUAL TO $250.00, WHICHCHARGE WILL SERVE TO PARTIALLY DEFRAY OUR COSTS IN MAKING THE PREMISESAVAILABLE FOR RELETTING AND FOR RELETTING THE PREMISES. THE RELETTING CHARGE ISNOT A CANCELLATION FEE, BUY-OUT FEE OR A LIMITATION OF DAMAGES COLLECTABLE ****. IF RESIDENT RELETS THEIR LEASE, IT IS REQUIRED TO GIVE MANAGEMENT A MINIMUMOF 5 BUSINESS DAYS PRIOR TO THE INCOMNIG TENANTS LEASE START DATE TO MAKE THEPREMISES AVAILABLE. THE CURRENT LEASE HOLDER IS RESPONSIBLE FOR RENT ANDUTILITIES UNTIL THE NEW RESIDENT HAS BEEN APPROVED, MOVED IN, AND PAID THEFIRST MONTHS RENT.
  
  
  Attached to this email is a copy of the response GeneralManager, ************************* responded to when *************************** initially reached out.She was also informed of the section of the lease in regards to the guarantorportion:
  
  The Guarantor has guaranteed Residents duties and obligationshereunder pursuant to a separate Guaranty agreement (herein so called) executedby Guarantor. Residents failure to provide an executed Guaranty Agreementshall not render this Lease Agreement invalid but shall be a default of thisLease Agreement (unless a Guaranty Agreement is not required pursuant to theQualifications Guidelines of this Lease Agreement). No Resident shall occupythe Premises without satisfying the guaranty requirements of the QualificationGuidelines of this Lease Agreement. The fact that you have not provided anexecuted Guaranty Agreement does not release you from your liability under thisLease Agreement and all Rent and other obligations.
  
  General Manager, ************************* informed *************************** that wewould be willing to set her up on a payment plan to help her pay the rentalinstallment owed on the lease agreement and asked for you to send in an emailin writing requesting this. She has not at this point in time submitted thatrequest. If someone is found to take over ***** Fergusons lease, State wouldbe willing ot waive the $250.00 relet fee.
  
  Sincerely,
  
  *************************
  General Manager
  
  State
  T: ************
  ****************.COM
  *********************************************************
  
  Whether your academic pursuits are in-person or online thisFall, we are here for you. 
  #WeAreInItTogether
  
  AMERICANCAMPUS.COM
  

• Initial Complaint

  08/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was living at ******************** in ************, ** from 2019-2021. I signed my lease for 2020-2021 before Covid-19, & was forced to pay rent even though my university evacuated for quarantine. I tried to reason with them & show proof that I was working & could not come back in 9/2020, they still forced me to pay ~ $5000 in rent from Sept-Jan. I was working in ************ & living at home, with no reason to move back for online classes. They refused to accept my proof of work, & that my family could not pay my rent when we were on unemployment with 1 person supporting a family of 9. They never replied, showed no care, & only contacted me to collect rent. I applied for their rent forgiveness program and they refused to accept my appeal and never replied. They cancel leases if you don't show up to pick up your keys w/in 3 days & didn't apply that to me but they did it to my roommate twice. I called & emailed HQ several times in the past 3 weeks & no one is picking up any calls

  Business response

  08/11/2021

  Tell us why here...
  Throughout the pandemic,University Crossings has worked with several students and families experiencingfinancial hardship as a result of COVID-19.  Upon reviewing the complaintfiled, University Crossings has offered hardship assistance to the final twomonths owed.  Mhnoor now has a zero balance with the community. University Crossings remained operational through the pandemic offering housingand services to our residents.  Mhnoor and many residents had access totheir apartment and community, so we will not refund the installments paidduring that time.

  -University Crossings Management

• Initial Complaint

  07/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In early November 2020, I took out all my belongings and moved back home since **** campus was closed due to CoronaVirus Pandemic but continued to pay my month rent since I was stuck in the lease. On January 28, *********************************************** regards to needing to collect the cable box and I told them I no longer stayed there and okd them to enter the room to collect what they needed. Apparently, the staff never relocked the door that day. On July 16th my family and I returned to ensure the room was cleaned and to return the keys. Upon entering the apartment we noticed it was disturbingly dirty and as we proceeded upstairs, we noticed clothes, trash, etc outside the doors. Then we noticed the room which I leased was NOT locked and disgusting! Someone had been staying in the room, there was extra furniture, dirty clothes, hair stuff, food, drinks, etc in there! We immediately contacted the office staff to bring up the issue. The office staff was nonchalant!

  Business response

  10/21/2021

  ***** ********* lease term started in August 2020 and ended July 2021.  ***** decided to vacate the unit during her lease term and continued to pay the monthly rent.  ***** was not present for a project in which management needed to collect retired cable boxes following a change in service.  ***** agreed to allow management to enter her unit and collect the obsolete equipment in January 2021.  Management’s standard procedure is to lock all bedrooms and front doors behind them upon entry, regardless of whether or not the door was originally locked.  Later in the summer, ***** returned to her apartment to officially move out and return her keys to the unit.  Upon entry ***** found that her assigned bedroom was unlocked and in disarray with damages and cleaning violations.  It is unknown when or how the bedroom was unlocked.  Due to management’s previous entry in January and unknown facts, GM agreed to waive any and all damage charges for the bedroom assigned to *****.  This was also decided upon due to *****’s assigned roommates admitting to use of the vacant bedroom.  
  
  
  Thank you,
  

  
  

*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. ↩