ComplaintsforAvalonBay Communities, Inc.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the beginning of August 2021 I applied for an apartment at Avalon ***********. As part of the application process I paid $50 application fee and $150 as first part of security deposit. When the application was approved, I was given about 1 week to sign the lease, which I ultimately chose not to sign. When I informed Avalon of this, I was told that I would need to pay a holding fee which they had not informed me about and could not provide documents where they explained what this fee was for. Avalon did refund me $150 from the initial $200 that I paid. Eventually, they sent me a bill for $367.26, $50 for the application fee and $317.26 for the holding fee. I called them explaining that I had already paid $50 for the application fee but they informed me that they had no record of me paying the application fee. In the end I paid the bill to avoid it being sent to a collections agency but I feel that I was double charged an application fee and charged a holding fee without explanation.

  Business response

  10/07/2021

  October 7, 2021 
  Dear *** ******: 
  I have received the aforementioned complaint filed by *** *** and have reviewed his accounts in their entirety. 
  On August 3, 2021, our records show that *** *** applied for two apartments at Avalon ***********: apartment ****  and apartment ****. *** *** cancelled his application for **** on August 3, 2021, which he paid a security deposit of  $150.00 to hold the apartment along with the non-refundable application fee in the amount of $50.00. On August 6, 2021,  we processed a refund back to the credit card he used to when he made his payment for the $150.00 security deposit. 
  For apartment ****, *** *** paid the $50.00 non-refundable application fee however, no security deposit was paid. *** *** did not cancel his application until August 11, 2021; therefore, we held the apartment off the market for nine days.  On the enclosed Terms and Conditions that *** *** agreed to during his application process, he agreed to pay a  reservation fee if he did not cancel or sign a lease agreement within five days of his application. Although we held the  apartment off the market for nine days, *** *** was billed a reservation fee for five days in the amount of $317.26 which  was valid. 

  On behalf of AvalonBay, I would like to thank *** *** for his interest in AvalonBay Communities. Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

  Customer response

  10/07/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived in Avalon Bay in White Plains, NY for the past 3 years and moved out in July 2021. 165.00 was deducted from my security deposit for a cleaning fee. I left the apartment clean and free from garbage. Water leaked from the apartment above me 3 times during the past year and made a hole in the ceiling and yellow stains on the walls. My a/c unit also broke and water dripped onto my kitchen ceiling. I am not responsible for that. I tried to resolve with the management office but have been unsuccessful. I would like the 165.00 returned to me.

  Business response

  10/10/2021

  October 10, 2021 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ***** and have reviewed her account with  Avalon White Plains in its entirety. 
  

  Sections 49 and 50 of the lease agreement that *** ***** signed on May 27, 2020 explains that the  apartment should be returned to us in the same condition as it was received less normal wear and tear. I  have enclosed a copy of these sections for your convenient review. During the final inspection of the  apartment, our staff found multiple areas that required cleaning to restore the apartment back to move in  ready condition as stated in the lease agreement. On the enclosed Move-In and Move-Out checklist you  will see what areas needed cleaned. 

  On the enclosed photos, you will see that the areas requiring cleaning were mainly the bathrooms and  kitchen and had nothing to do with any leaks or floods. Also, please note that photos are a courtesy and  are not required during the move out process. The pictures that were taken may not reflect all areas of the  apartment home that were damaged or required cleaning.  
  

  On behalf of AvalonBay, I would like to thank *** ***** for her residency.
  

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

  Customer response

  10/12/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I moved out of my apartment several weeks before my lease was up. The rings in the toilet are the result of poor water quality and the toilet not being flushed for several weeks. The pictures do not show almost 200 dollars worth of cleaning expenses. I turned my keys in when I moved out. I have no idea who entered my apartment during those weeks. I lived in the apartment for 3 years, endured 3 major water leaks from the apartment above, made many noise complaints which were never resolved,  endured no air conditioning for over a week when my air conditioner continuously didn’t work and wasn’t repaired correctly for two years.  I paid 4400 a month in rent and the disrepair of my apartment over the three years is so unacceptable.  I paid my rent on time every month and left the apartment clean after very difficult living conditions. I expect the balance of my security deposit returned. 
  
  Regards,
  
  *****************************
  

  Business response

  11/06/2021

  November 6, 2021 
  

  Dear *** ******: 

  I have received *** *****’s rejection to our original response and have reviewed her account with Avalon White Plains in its entirety. 

  Our records show that *** ***** vacated on Sunday, August 7, 2021, which was the last day of her lease  agreement and the final inspection was completed on Tuesday, August 9, 2021 therefore, her claims of  the apartment being empty for several weeks is not accurate.  

  We do apologize for the leaks that *** ***** experienced during her residency however, as I mentioned  in my previous response, these had nothing to do with the additional apartment cleaning that was needed  to restore the apartment back to move in ready condition as stated in her lease agreement. 

  On behalf of AvalonBay, I would like to thank *** ***** for her residency and wish her the best in her  future endeavors. 

  Please feel free to contact me directly with any questions. 

  Yours truly, 

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were renters at Avalons property in Hunt Valley Maryland for one year. Upon move out of our apartment, we opted to pay for their cleaning service provided by Avalon. They then proceeded to assess the apartment prior to performing the cleaning and took photos of the stainless steel refrigerator doors prior to this cleaning, claiming water marks and other reflections in the images were deep scratches. We were not notified until they billed us for two new doors. The images they claim are indisputable evidence are quite different from all photos we have in our apartment that included the appliance and are also not appropriately time stamped to be used as evidence. We honestly feel that these images were taken in a manner to fabricate damage or ignore the fact that a simple cleaning would resolve them, or that the refrigerator was fraudulently damaged by a different party in order to pass off the cost of minor wear to us.

  Business response

  09/25/2021

  September 25, 2021

  Dear *** ******:
  

  I have received the aforementioned complaint filed by *** **** and have reviewed his account in its entirety.
  

  Sections 49 and 50 of the lease agreement that *** **** signed on May 16, 2020, explains that the apartment should be returned to us in the same condition as it was received less normal wear and tear. I have enclosed a copy of sections 49 and 50 of the lease agreement for your convenient review. Damage to the refrigerator and freezer doors is not considered
  normal wear and tear. The photos that *** **** was previously provided are a courtesy and are not required for the move out process.
  

  On the enclosed Move In/Move Out checklist, you will see that no damage was notated at the time of move in however, at the time of move out, damage was found. All charges billed are valid and necessary to restore the apartment back to move in ready condition as stated in the lease agreement.
  

  On behalf of AvalonBay, I would like to thank *** **** for his residency and wish him the best in his future endeavors.
  

  Please feel free to contact me directly with any questions.
  

  Yours truly,
  Jennifer W*****
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  08/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Unfortunately due to a death in the family (my 73 year old mother) in April of this year 2021, I am going through some financial hardship. Rent has been paid on time since Nov 14th, 2020. Due to the hardship in July of 2021 I notified the leasing office at Avalon ******* in NJ that I would be paying my rent late and asked if the $75 dollar late fee could be waived. The Community Consultant replied to my email saying the late fee would be waived once I made the payment. I made a payment of $2,038.00 on 7/20/21 towards my balance of 2186.00 which included a "pay-by-phone fee of $38.00 per transaction, on Avalon access. The late fee was not waived for July and I have a full understanding that Avalon only waives 1 late fee per year. The balance of $186.00 rolled over to August. In August I paid $1,000 towards my balance of 2109.00. I contact Avalon CS and they waive August late fee but on 8/24/21 Im charged $225.00 attorney fees? ledger balance and attorney break down do not match.

  Business response

  09/25/2021

  September 25, 2021 
  

  Dear *** ******: 

  I have received the aforementioned complaint filed by *** ***** and have reviewed her account with the  management staff of Avalon *******. 

  I have reviewed the billing on *** ***** account and the letter from the attorney and they are both  accurate. *** ***** did speak directly to Mr. John A********, Community Consultant of Avalon  ******* and Mr. A******** did go over the billing on her account thoroughly and this should be  resolved. 

  If *** ***** needs further assistance regarding the billing on her account, she can reach out to the  Customer Care Center at ************** and someone will be happy to assist her. 
  On behalf of AvalonBay, I would like to thank *** ***** for her continued residency. Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

  Business response

  10/10/2021

  October 10, 2021 
  

  Dear *** ******: 
  

  I have received the *** *****’s rejection to our original response and have reviewed her account in its  entirety. 
  

  Although we waived *** *****’s late fee for the month of August, that was a courtesy to remove the charge, not allow her to pay later. Additionally, on August 11, 2021, *** ***** was served a two day late  rent notice which stated, “if we do not receive payment within two days of this notice, please understand  we will have no choice but to pursue legal action”. I have enclosed a copy of this notice for your  convenient review. 
  

  Although the notice expired on August 13, 2021, we did not pursue legal action until August 17, 2021, giving *** ***** four extra days to pay. *** ***** did not pay until August 24, 2021; therefore, the legal  fees are valid as stated in sections 20 and 21 of the lese agreement that *** ***** signed on October 14,  2020. I have also enclosed a copy of this section of the lease for your review.  

  If *** ***** needs further assistance regarding the billing on her account, she can reach out to the  Customer Care Center at ###-###-#### and someone will be happy to assist her. 
  On behalf of AvalonBay, I would like to thank *** ***** for her continued residency.

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

  Customer response

  10/12/2021

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

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted the leasing office and maintenance on multiple occasions throughout my time living at Avalon ********* regarding my garage door constantly not opening or closing. As of right now, 8/25/21, 7:08 pm I have been sitting in my car for an hour due to me not being able to get inside of my home. I was told that maintenance was supposed to fix my garage door today, however when I pulled up to my home, my garage key did not work and maintenance assured my husband that he did not need to remove the top latch on the front door before leaving in order to get in to fix the garage. I have contacted the after hour maintenance line and put in two requests as a reminder for someone to immediately come out to fix my door so that I can enter my home. I have never had to wait locked outside my home, with still no call back from maintenance, on letting me in. To never be late on rent and for the amount that I am paying monthly, one would think that the repairs would get done correctly.

  Business response

  09/25/2021

  September 25, 2021 
  

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ***** and have reviewed her account with the  management staff of Avalon ******* 
  

  On April 6, 2021, the garage was first reported to the maintenance team that it would not open. Our  maintenance technician checked the remote and replaced the sensors. Upon completing this work, the  technician confirmed that the garage operated properly. 

  On August 4, 2021, a new work order was submitted stating the garage was getting stuck. When our maintenance technician arrived, they were unable to recreate the issue and the garage was operating  normal. 

  On August 24, 2021, our emergency maintenance team was contacted stating the garage door would not  open. Our maintenance staff was unable to fix the issue and a vendor was required. Our maintenance  staff put the garage door in manual mode to allow access while waiting for the vendor however, the door  had to be opened and closed manually and could not be locked. Our vendor Overhead Doors was  scheduled to come out on August 26, 2021. 

  On August 25, 2021, *** ***** called the after-hours emergency line stating she was unable to get into  the garage. Our maintenance technician attempted to call *** ***** to remind her that the garage door  was still in manual mode however, he did the receive an answer. *** ***** called the emergency line  three times in a two-hour window while our maintenance technician was trying to call her. The  maintenance technician arrived at the property a little after 8pm and was able to open the garage door  manually.

  On August 26, 2021, Overhead Doors replaced the motor board but did not have the sensors on hand that  were needed to finish the work order. On the same day, *** ***** submitted a work order stating that the work was still not completed after the vendor had left and completed their work. Overhead Doors  advised our maintenance staff that they would not be able to get the sensors installed until sometime the following week therefore, our one of our maintenance staff attempted to see if they could find the part  from one of the local hardware stores but was unsuccessful.  

  On August 27, 2021, Overhead Doors returned sooner than expected and replaced the sensors. Once the  sensors were replaced, the garage door was operating normal, and no further issues have been reported and this should be resolved. 

  On behalf of AvalonBay, I would like to thank *** ***** for her continued residency. Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

• Initial Complaint

  08/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  File a complaint to bbb avalon apartment *** **** ***** , Elmsford, ny ******. Owners is avalon ***** II Llc *********************************, Arlington, VA **********. I ***************************, seniors and sick. Moved out. May, 2021, my lease expired may 31, 2021.I left apartment clean and damages free.carpet looks news. Always pay my rent on time. Today is August 21, 2021. Waiting for my security deposit refund, already 3 months. Call more 5 times, spoken with ************************, ***** demo, and ******, answer you had to call customer care, call customers care I spoken with differs person. First customers said we mail you refunds June you had to wait 7-10 days, lies, .call again july we going to mail the check 7-10 again lies. Call august to times again same answer mail 7'10 again lies. Customers care. Make rules in the favor avalon. Avalon don't care the customers, and a senior I need my refund to pay for my medicine. Please helping. Thank u God bless ***

  Business response

  09/24/2021

  September 24, 2021 

  Dear *** ******: 
  

  I have received the aforementioned complaint filed by *** ***** and have reviewed her account in its  entirety.  
  

  First, I would like to apologize for any inconvenience this may have caused. I did see multiple checks  requested on *** *****’s account and were sent out. They are sent out via United States Postal Service, and we do ask that our residents allow 7-10 business days to receive the mail. 
  

  On August 24, 2021, we sent another refund check to *** ***** via UPS Next Day Air. The tracking number was ******************, and we have confirmed that it was delivered on August 25, 2021, at  6:06pm. As of today, this should be resolved. 
  

  On behalf of AvalonBay, I would like to thank *** ***** for her residency. 
  

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  

  Jennifer W***** 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 

*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. ↩