ComplaintsforAvalonBay Communities, Inc.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We documented scratch marks on the wood style floors on the move-in check list when we moved into the Signature unit at Avalon *********** on 1/8/21. While living there, the living area was covered with a large rug. On move out, the entire unit was cleaned thoroughly, bedroom carpet vacuumed-cleaned, and floors swept, mopped and dried clean. The floors were in the same condition as given to us. Having experienced poorly handled concerns with management in the past, pictures were taken the day we moved out. There was no indication of damage, dirt, dust, grease, or stains on the floors. In fact, on preliminary inspection, an employee stated, everything looks great, but advised that we still could get charged a cleaning fee and for carpet cleaning. Out of a $650 deposit we were refunded $205. The lease terminated 4/7/2023, we moved out 4/5/2023. We were charged $160 for a clean/sweep and $50 for carpet cleaning. We accepted the charges as their standard practice. However, we were unjustly charged $180 for damage to the floors. We were not present for the final inspection when the damage was alleged, but I had the pictures to prove otherwise. Avalon was emailed May 2nd with a picture to prove the floors were not damaged. On May 12th, the response dismissed the importance of the picture, and instead included a copy of the move-in form. Wherever I noted the condition of the floors on move-in, they noted the need to be power scrubbed and referenced it as damage. I called Avalon and was told I could re-submit my dispute and to include more pictures. I sent several pictures of the floors throughout the unit and requested specification of the area of floor damage. No response. May 20th, I asked again to refer to the pictures to resolve this dispute. No response. The pictures contradict the allegation of damaged or dirty floors. The floors were in the same condition as it was given to us, but Avalon refused to refund the $180 taken from our deposit.

  Customer response

  06/05/2023

  From: ***************** <******************>
  Date: Fri, Jun 2, 2023 at 6:47 PM
  Subject: Complaint ID *****************************
  To: *************@mybbb.org <*******@mybbb.org>
  
  ****************,
  
  Good afternoon. I just got off the phone with AvalonBay ***** ********community manager and she agreed I didn't cause damage to the floors. They will be refunding the money they took from the deposit.  Therefore, my dispute is settled, and I no longer have a reason for the complaint.  
  
  Thank you so much for all your help. 
   
  Kind Regards,
  
   ******************************************************** LLC | ********** ******* | ************ 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a phone call from a debt collections agency regarding a large debt that AvalonBay claims I owe. When I reached out to obtain more information on what this debt was for, I received a statement for rent and utilities for the dates of 1/1/2021- 5/28/2021. However, I had moved out on 3/11/2021 (lease expiration of 3/14/2021), provided my intent to vacate on 2/11/2021 (both electronically and in person), and received emailed acknowledgment of receiving the intent to vacate on 2/13/2021. The leasing office was always empty when I lived there, and I found it extremely hard to contact anyone while there. I assumed this was due to the pandemic and was very understanding of the lapses in customer service at the time. When I moved out, I left the keys and a cashiers check with the balance stated as due on my account, as instructed by the leasing office (they werent present to receive it). I never received any additional requests for payment or amounts due afterwards, and given they had my phone/email/address, I assumed the move out was complete. I called to confirm the weeks following, and always reached voicemail. On 5/17/23, I received a call from a collections agency stating I owed a large sum of $12,180.34, suggesting I owed rent and utilities for 1/1/2021-5/28/2021. I was shocked. I reached out to AvalonBay to inquire as to why I was being charged for this period (I paid on move out, never received any statements over the last two years, and moved out well before 5/28/2021 and have proof of acknowledgment of my intent to vacate). They refused to communicate with me and redirected me to the collections agency. However, I am at risk of the collections agency reporting to the credit bureaus without my full understanding as the property will not work with me to investigate this. I would like the property to reinvestigate the charges with me so I can understand what is truly due (if anything) so I am not at risk of having this impact my credit.

  Business response

  06/07/2023

  June 7, 2023

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

  Section 44 of the lease agreement *** *** signed on August 4, 2020, explains that if you want to end your lease before the current lease end date, that you must provide a thirty-day written notice to terminate and must include a payment of an early termination charge.
  

  A skip walk was completed on May 28, 2021, and our management team found that *** ***’s apartment was vacant. I reached out to ****** *********, Community Manager, and she informed me that we did not receive a notice to vacate, nor did we receive payment from *** *** since January 28, 2021. I have enclosed a financial breakdown reflecting all payments received.

  As of today, there is an outstanding balance of $12,180.94 which can be settled by calling ****** ******** at ###-###-####.
  On behalf of AvalonBay, I would like to thank *** *** for her residency. We wish her the best in her future endeavors.
  

  Please feel free to contact me directly with any questions
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer response

  06/12/2023

  [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:
  As I mentioned in my complaint, I sent an intent to vacate 30 days prior to my move out date of 3/14/21.  I received an acknowledgment of receipt as well (see attached).  I received no notification that my intent to vacate was not received, and was told on my move out date that my move out was complete and I could leave my keys and the remainder of my amount due in their lockbox as their manager was not on site.  This was not unusual to me as their manager was rarely on site to meet in person, due to COVID. I did not terminate my lease early, my lease was set to expire on 3/14/21.  I followed all move out protocols. 
  I do not owe for periods beyond 3/14/21, for which I am being billed. 

  Regards,
  
  *****************

  Business response

  06/21/2023

  June 21, 2023

  Dear *** ******:

  Thank you for your reply to our most recent communication.

  I was informed by *** ********* that although we received the email, the notice to vacate was not attached in the email. We later received *** ***’s notice to vacate when she emailed **** *******, Sales and Service Supervisor.

  In the interest of resolving this matter, the management staff of Avalon Walnut Ridge has agreed to change the lease end date to March 14, 2023. Due to this change, we will credit $6,187.68, which represents all charges billed after March 14, 2023.
  

  As of today, there is an outstanding balance of $5,993.26 which can be settled by calling ****** ******** at ###-###-####.
  AvalonBay now considers this matter closed.
  

  Please feel free to contact me directly with any questions.
  

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

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Avalon **************** Team is absolutely unprofessional and unqualified. The team leader ****** is a total selfish, unethical and unprofessional liar. When I wanted to end my lease one month and 10 day earlier, she firstly miscalculated the termination fee ($360 higher), then refused to change when I challenged her due to the date of the calculation was out of date, in addition, she blatantly threatens me on the phone saying she can basically not giving me this option by asking me to stick to my original lease. The team is so unreasonable and unprofessional and have caused so much complains that the community leader *************************** told me that he faces many disgruntled people like me but there is no other way for people to get better solution since the Avalon ******* ******** Team in Boston  basically runs this place and there is no other people to call. Any customer services call people make to AvalonBay would direct to him and the three of them in that little office would need to speak with people with exactly the same thing.

  Business response

  06/06/2023

  June 6, 2023 
  Dear *** ******: 
  I have received the aforementioned complaint filed by *** **** and have reviewed her account in its  entirety with AVA ******* ********. 
  First, I would like to apologize to *** **** for any inconvenience she may have incurred during her residency. We appreciate *** ****’s desire to have this matter reviewed by the Better Business Bureau  however, ***** ********, Community Manager, was working with *** **** and has confirmed that the  issues have been resolved. 
  I reached out to *** ********, and he informed me that *** **** and another resident recently requested  to terminate their lease agreements for the same date; however, they did not submit their notice to vacate on the same day, which resulted in settlement fee letters being generated on different days. *** **** and  the other resident compared their settlement letters, and *** **** discovered that her early termination  charge was higher. 
  The enclosed section 44 of the lease agreement *** **** signed on September 12, 2022, states that the  early termination charge is an amount we set and may change from time to time in our sole discretion and  that your termination notice will not be effective unless accepted by us in our discretion and accompanied  by the early termination charge. 
  Nicole, Sales and Service Supervisor, explained to *** **** why the early termination fee may have  been higher as it was not miscalculated. Our associates do not have the ability to alter the information contained in the settlement fee letters. *** ******** also explained this to *** **** and emphasized that  if her settlement letter was generated the same day as the other resident, their fee would’ve been the same.  At *** ****’s request, a new settlement letter was issued, and the original early termination fee was  reduced from $3,975.00 to $3,615.00. 
  If *** ****s has questions regarding her lease agreement, we ask that she reach out to the onsite team to  handle those matters and direct any billing related questions to the Customer Care Center at 1-******** ****.
  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, 
  Loss Mitigation and Support Specialist  
  AvalonBay Customer Care Center 
  

• Initial Complaint

  05/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have lived in Avalon ********* since 2015. They raised our rent on average 20 % annually without making any improvements inside the unit, or within the complex itself. Before COVID started we asked the management to change dirty carpet that was already used but professionally cleaned to the laminate floor since they were upgrading their unoccupied units. They told us we could move out for a day and move back in, the COVID started and it never happened until September of last year after multiple requests. Unit was not maintained properly, ducts were never cleaned, old dishwasher was continuously leaking but patched up when requested.The AC filters that are supposed to be changed monthly or at least quarterly for safety reasons were never changed unless we filed a request, overall satisfactory condition of living in the unit were poor. One of the reasons we have lived here for a while is the location, and COVID that stagnated everything. Avalon ********* used to have regular payment system via check or bank transfer. Starting from 2022 they switched to the payment management system by ***** that makes payments complicated and unmanageable. Multiple times we had issues with accessing Avalon portal for payment processing via *****. Last April we were late with the payment for about a week due to access issues, customer service located somewhere in North Carolina puts you on hold for 45 minutes to an hour ( if you have time to hold), and impossible to reach any agreement with. In May if this year we experienced the same issue with the login, our account was blocked, we were unable to access payment ***** portal. No one to talk to at Avalon ********* management team. Website asked us to call North Carolina customer service. I Called ###-###-#### option 1 for current residents several times with no response after entering primary resident phone number, their phone system does not recognize your primary resident phone number, it keeps asking to re-enter 100 times until you give up and hang up. If you call it again and choose option 2 and then again option 2 for billing questions you will be placed on extensive hold. After multiple attempts spending 2 hours on hold North Carolina customer service finally picked up, lady was very unhelpful she told me that we could not pay because the account was in active litigation. I asked her what litigation as we were never notified. We were late with the payment in May for only a week due to blocked access on the account. Lady was not understanding the problem referring us to their legal team that was already gone for today, Friday May 12th. She said that the only option was for us to wait for the legal team to call us back on Monday, that would be May 15. That would delay rent payment for another 4 days.. I believe Avalon ********* made payments process with ***** difficult on purpose so they can block our account for payments and give us a ran around for another week or so to justify their illegal or questionable actions. Avalon ********* management team act like they have no authority to process payments anymore it all goes through third management company in North Carolina or another out of state management company, who I highly doubt have any clues about what is happening with both Avalon Access portal and ***** payment process integration. Instead of us chasing Avalon for payment let them chase us now. Incompetent customer service, no management to help. ***** management company in North Carolina managing payments for California customers. We are finally moving into a house next month. We had to hire an attorney to take care of our case. Avalon will hear from the attorney directly. Let them pay the fees. Lousy, poorly maintained overpriced complex that was built for low income families housing turned into money hungry conglomerate that is entirely disconnected from the reality of the residents living there. There is absolutely no one there to talk to. Not only they increase the rent 20% annually but they made their payment system extremely difficult, especially for older people who are struggling with the access issues putting them at risk of default.

  Business response

  06/08/2023

  June 8, 2023 
  

  Dear *** ******: 
  

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

  First, I would like to apologize to *** ********* for any inconvenience she may have incurred during her residency.  
  

  I reached out to ********* *****, Community Manger, and she informed me that we typically don’t  change the carpet in occupied homes; however, due to the longevity of *** *********’s residency, we  offered to replace the carpet with laminated flooring as a customer service gesture. 
  

  Air conditioning filters are changed upon requests and are usually changed during our annual preventative  maintenance. While reviewing *** *********’s maintenance request, we found that she never opened a  ticket specifically for a filter replacement. On December 13, 2021, our maintenance staff checked her air  conditioning unit as she reported there was a noise coming from it and while there, they replaced the air  filter. Additionally, on February 28, 2022, our maintenance staff replaced a filter for the kitchen fan as  *** ********* had work order request due to her kitchen fan not working. 
  

  *** ********* placed two work orders regarding the dishwasher since she moved in. On November 4,  2021 or maintenance team responded to a clogged dishwasher and another on March 19, 2022, as she  reported the dishwasher was leaking. Our lead maintenance tech ran testing cycles and found there was no  leak.  
  

  We received an email from *** ********* stating that rent had not been paid due to an error of their own  and requested assistance in helping to pay the outstanding balance. ******* ****, Senior Community  Consultant, directed *** ********* to call AvalonBay Customer Care Center at ************ with any  billing related inquiries as payments are not processed or taken at the Leasing Office. 
  

  Per the lease agreement *** ********* signed on November 30, 2021, rent is due on the first of the  month. There is a grace period until the third of the month before a late fee of $60.00 is charged. If we have not secured a payment, a pay or quit notice will be issued and a block for payments will be placed on  Avalon Access preventing payments. At that time, we would require a certified payment for the notice  amount which can be paid by either calling the Customer Care Center or by mailing a money order or  cashier check to the address located at the bottom of this letter. If we have not secured a payment by the  payment deadline, the account would be forwarded to our attorney for nonpayment of rent. 
  

  We apologize for the extended hold time *** ********* may have experienced when she called the  Customer Care Center. To help with increasing hold time, we now have the option for residents to request  a callback. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 

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

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I am emailing you begging for help. I live at Avalon ***** at **********************************, on the Jersey City waterfront. Since I have lived here, literally every single night and now sometimes during the day, people come in and steal our packages that delivery companies misdelivered and do not put in our parcel lockers. Management refuses to do anything about this. They say they have cameras, and if you press them enough, they say they look at the cameras and never see anything, which is a lie because the thefts happen multiple times a day and they would definitely see them on camera. These thieves come up to the floors and break into open apartments, and steal anything left outside. I have been unable to leave my apartment many times as some strange man has been standing outside my door saying to let him in because he has to "check something that was broken." I have a small child also. The other day, a tenant found a homeless man who had broken into her storage unit on the lower level of the complex. She said she filed a police report but management has been hiding this from residents and even lied when I called and asked them about it. I feel very unsafe and am not sure what to do here. Please let me know if you can help.***********************

  Business response

  05/23/2023

  May 23, 2023

  Dear *** ******:
  

  I have received the aforementioned complaint filed by ****** ***** and have reviewed their account in its entirety with Avalon ****. We appreciate their desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved as the management staff has spoken to ****** ***** a few times regarding packages.
  First, I would like to apologize to ****** ***** for any inconvenience they may have incurred during their residency.

  I reached out to ***** *****, Community Manager, and she informed me that we partner with ****** ******* and have package lockers located in three areas of the building. The couriers are instructed to use their package code to gain access to the building and log individual packages into the lockers. This sends a code to the resident to be able to pick up their package. Oversized packages are dropped off at the Leasing Office where our team then logs them and place them in a room.
  

  Unfortunately, there are instances where couriers leave packages in locations that are not our lockers. We have signage listed in each lobby with contact information for all major couriers so residents can report these instances if they do occur. Our team has been in communication with the couriers to provide maps, contact information, codes and directions to help them as best we can. If packages are left in different areas of the building but neither the resident or our team knows where the packages were left, it is challenging to review camera footage as we have two buildings with three wings in each and they look identical. We review camera footage whenever asked; however, we ask for the date, time, location and description of the package to narrow down the footage to the appropriate camera to see if anything is captured.

  Regarding thieves breaking into open apartments or stealing things outside, we have been able to confirm delivery couriers that have unfortunately taken items left outside in the hallway. We are unable to discuss occurrences with other residents regarding theft; however, we advise residents to contact the police to file a report if they experience theft and we will do the same.

  On behalf of AvalonBay, I would like to thank ****** ***** for their residency.
  Please feel free to contact me directly with any questions.
  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The AvalonBay Communities posted a bill for us to pay the damage beyond tear and wear of our previous apartment. But they cannot provide detail of the charges. When I asked them for the evidence about the damage, they only provided pictures for 2nd floor and 3rd floor. In the payment document, it shows that they charge us for the replacement of the carpet of all apartment. However, we do not think we are responsible for the replacement on 1st floor, because there are no damages there, and the carpet in the 1st floor is not connected to other floors and stairs. We argued with them regarding the reasons why we should pay for the new carpet at 1st floor, but they never respond at this question. They neither provide the picture and evidence of damage beyond tear and wear at 1st floor, nor did they provide details of the payment that the charges have excluded the carpet at 1st floor. During these days, they keep calling us to pay the bill but they never answer our question about either providing a detailed list of the charges or they are willing to exclude the money of the carpet replacement at 1st floor. We have disputed with them via email several times and each time it took one or two weeks for them to reply. However, they still called us saying we are overdue to the charges. Furthermore, We stayed in the apartment for 15 months, we understood when we moved in, Avalon ***** changed the carpet for us. Typically the carpet can be used for 5 years(60months). We don’t think we should pay for the depreciation for 15 months when we stayed, which should be covered in our rent. Could you please help us to resolve this dispute? We will definitely pay for what we are supposed to pay and we are looking forward to a respectful communication. I feel so disrespectful from what they did. Please let me know if you need anything from me. Thanks,***

  Business response

  06/06/2023

  June 6, 2023

  Dear *** ******:
  I have received the aforementioned complaint filed by *** ** and have reviewed his account in its entirety.
  First, I would like to apologize to *** ** for any inconvenience he may have incurred during his residency. We appreciate *** **’s desire to have this matter reviewed by the Better Business Bureau, however, this matter has been resolved.
  Our carpet replacement charges will be billed using a six-year proration, but it will not depreciate during the first 12 months of a carpet’s life. During normal wear and tear conditions, a new carpet can usually be restored to like new condition within the first 12 months of its life. Damage that leads to replacement during the first lease term when new carpet has been installed just prior to your move-in is considered excessive. The carpet was replaced on September 21, 2021. *** ** moved in on October 7, 2021, and
  vacated his apartment on February 8, 2023.
  In the interest of resolving the matter, on May 20, 2023, we credited $151.00, which reflects the amount charged for carpet damages on the first floor. After careful review of *** **’s account and resident file, it has been determined that all other carpet replacement charges for the second and third floors are valid.
  On behalf of AvalonBay, I would like to thank *** ** for his residency.

  Please feel free to contact me directly with any questions.
  Yours truly,
  ******* *******
  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer response

  06/12/2023

  [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

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The business committed to providing me an apartment to live in. The business failed to notify me that they would assess a bill if there was an issue with the gas account in the building. I was unaware that the gas account was billing the building and not myself and the company assessed me multiple utility recovery charges without making me aware that this charge could be billed. One recovery charge was billed for only 4 days in January therefore they billed me twice for the recovery charge within the same month without notifying me. I am requesting that I am refunded for recovery charges as I was never made aware of this potential fee if there was a discrepancy. Additionally, the community indicated that the building is a smoke-free facility. However, the building hallway and stairwells frequently smell of cigarette smoke and marijuana. This is bad for my health and I would not have committed to the lease had I known that the management did not adequately enforce the building being smoke-free. This is false advertising.

  Business response

  05/18/2023

  May 18, 2023 
  

  Dear *** ******: 

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

  Sections 22 and 23 of the lease agreement signed by *** ******* on January 5, 2023, explains that she is  responsible for utilities outlined in the Lease Summary and that failure to initiate such services in her  name that we may bill her for any utility service she receives, and such bills may include an  administrative fee. I have enclosed Sections 22 and 23 and the lease summary which outlines tenants’  responsibilities for her convenient review.  
  

  *** ******* did not place the gas utility service in her name and on March 15, 2023, *** ******* was  charged $18.01 for gas utility to cover service dates from her move in date of January 7, 2023, through  January 11, 2023. On April 14, 2023, *** ******* was charged $77.12 for gas utility to cover service  dates from January 12, 2023 through February 9, 2023, and an additional charge of $52.37 to cover  service dates from February 10, 2023, through March 9, 2023. *** ******* was charged a $50.00  administrative fee per coverage period, totaling $150.00. Please keep in mind that utilities are billed in  arrears.  
  

  To avoid *** ******* incurring any additional administrative fees, she should ensure the applicable  utility accounts are set up in her name going forward. 
  

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

  Yours truly, 
  

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

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Avalon Bay seems to be running an accounting scam and tenant scam when moving out (4th floor units in phase 1) - When moving into our unit *** top floor of phase 1. We asked the leasing agent if we could get upgraded amenities, hard wood floors since they mentioned all of phase 1 was being upgraded prior to new tenants. They said they couldn't upgrade ours since we were looking to move in asap but they would be updating our unit after our move out. All 14 months that i stayed there all my neighbors places were updated every time a tenant moved out with hard wood and removing carpet. Now that I have moved out, mind that during my inspection, the inspectors both said "wow. your apartment is brand new, the carpet, walls and kitchen all look like you never used it" (ps I have a recording of this and i will join a class action against Avalon bay). My roomate and I paid our last bill and balance was at 0. Now that we got out statement from Avalon Bay they deducted a total of $558.40 from our security deposit of $650. The following includes: Damages -$430 - Painting the apartment -$100 - Apartment cleaning -$240 -Carpet Cleaning -90 Why would they charge us this if they are updating the apartment, ripping out the carpet and renovating the kitchen. Aren't they going to have to repaint after all the new construction? They also charged us twice for the utilities Water, sewer, trash and utility service fee when we had already paid it on our last bill. - The accounting scam they do to tenants is when a tenant goes to pay the rent they think they have to pay the amount noted on their dashboard but thats not true. If you get renters insurance from them, they don't include it in the bill cost for the new month, they wait until the new month to charge it then giving the tenant 3 days to login again and pay it if they don't then they charge a late fee. This business practices need to be investigated. Please help

  Business response

  06/02/2023

  June 2, 2023 

  Dear *** ******: 

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

  Sections 49 and 50 of the lease agreement signed by *** ***** on February 1, 2022, state that the  apartment must be returned to us in the same condition as it was received less normal wear and tear.  Normal wear and tear is considered unavoidable damage and carpet cleaning, painting, and apartment  cleaning are not considered normal wear and tear. 

  Our maintenance team did a full inspection of the apartment following your move out on April 4, 2023.  During the inspection they found cleaning was needed throughout the apartment and a bedroom carpet  needed cleaning. In addition, the walls and ceiling in the bedrooms, bathrooms, laundry room, and living  room needed to be painted. I have enclosed the Move-Out Checklist for *** *****’s convenient review. 

  I reached out to **** *****, Community Manager, and he informed that there were renovations made on  select apartments and if an apartment was renovated, we would waive all move out charges such as carpet  replacement, painting and apartment cleaning. *** *****’s unit was not renovated following his move out.  

  We received *** *****’s final utility bill on April 20, 2023. *** ***** was charged $76.73 for utility  usage from February 15, 2023, through March 13, 2023, and $52.00 for utility usage from March 16,  2023, though his move out date on April 3, 2023. Please keep in mind that utilities are billed in arrears.  
  

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

  Please feel free to contact me directly with any questions. 
  

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

  Customer response

  06/06/2023

  [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: when they inspected my apartment the inspectors claimed it was in amazing shape. They are liars and are scamming people of money. just look at their reviews. This business is a filthy scam
  
  Regards,
  
  *************************
  

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint 1) Before I renewed my lease, I asked the management about the penalty fee if I have to terminate my lease early for my mothers surgery. The management told me that it would be 2 months rent if needed to terminate my lease early. About 6 months later, I had to break my lease and move out. However, the management asked for more than 2 months rent as a penalty. I was in a rush to go home. I did not have time to argue with them, so paid the extra amount they asked for and left. My monthly lease was $3096, and I had to pay $8900 total to get out of my lease. Unfortunately, the lease was very vague and malleable it allowed the management/landlord the bend the rules in whichever way they wanted. Not only did they ask for more than what they originally told me, but they also found a tenant to move in soon after I moved out the cable and utility company told me to remove my name from the account because a new person was getting ready to move in. I believe the management has taken advantage of my situation. I do not believe it was a fair business. Complaint 2) Although I moved out of my unit on February 28th 2023 (I have my flight itinerary and online boarding passes to prove that I was traveling that night), they claim that I left my unit on March 2nd 2023 and charged me extra $200 as prorated rent. I dropped off the keys to their mailbox, which they use for after-hours rent checks and apartment key drop-off. As I mentioned above, I am out of state and the management is taking advantage of my situation. Complaint 3) The catalytic converter got stolen from my car in their gated garage. I reported it to the police. The officer told me if I could ask the management for the CCD video so they could check for license plates of the cars going in/out of the building. I contacted the management about it. They did not reply to my calls/emails. Not even “we are sorry”. I can provide a copy of the lease and boarding passes for my travel as supporting documents. 

  Business response

  05/24/2023

  May 24, 2023 
  

  Dear *** ******: 
  

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

  First, I’d like to apologize to *** ******* for any inconvenience he may have incurred during his  residency. If camera footage is needed for investigation, we would require a subpoena to be issued to  provide requested information. 

  The enclosed Section 44 of the lease agreement *** ******* signed on July 30, 2022, states that the Early Termination Charge is an amount we set and may change from time to time in our sole discretion.  

  I reached out to ****** ******, Community Manager, and he informed me that the Early Termination  Charge was for two months’ rent when *** ******* initially inquired; however, when he moved, this  amount had changed to four months’ rent. 

  The management staff of Avalon *** ***** has agreed to waive rent and utilities charged for use and  occupancy from March 1, 2023, through March 2, 2023. Due to this credit, we will refund $207.97. ***  ******* can expect a check of $207.97 to be mailed within 7-10 business days to the forwarding address  we have on file once the refund is processed. 
  

  On behalf of AvalonBay, I would like to thank *** ******* for his residency. We wish him the best in his  future endeavors. AvalonBay now considers this matter closed.
  

  Please feel free to contact me directly with any questions. 
  

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

• Initial Complaint

  04/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a tenant at the Avalon ***** **** for nearly 5 years. Never been late w/rent payment. For over the past 3 MONTHS, I have been emailing and calling the Avalon ***** **** property managers to discuss concerns regarding the violation of my Tenant Privacy Rights by an Avalon employee unlocking & entering my home without notice and in a non-emergency situation (captured on home surveillance video), breach of the covenant of quiet enjoyment, and concerns regarding the safety of me and my family. No response received. On Feb 17, 2023, I was assaulted by the same aforementioned Avalon employee. A police report had been filed regarding this incident. I had requested that the police hold their investigative follow-up with the subject in question until I had discussed the situation with AvalonBay management. I had contacted the AvalonBay Customer Care Center, emailed ****** ****** (Avalon ***** **** Property Manager), ****** ****** (AvalonBay Communities - Portfolio Operations Director; ******’s direct manager), even Yolanda Ferguson (the former Avalon ***** **** Property Manager) for assistance. The Customer Care Center rep assured me that the issue had been forwarded to ****** ****** & ****** ******. No response received. As a result of the aforementioned issues, on March 8, 2023, I emailed the Avalon ***** **** management team to give 2 months notice of my intent to vacate the apartment at the end of my lease period. Again, no response. My lease ends next week. Isn’t there a end of lease/move out process (e.g. walk-thru of apartment w/Avalon staff, who do I return the keys, etc.)? I had wished to work with AvalonBay management to discuss things together amicably. Unfortunately it seems the only way forward may require police involvement, reporting the details of this issue to the Better Business Bureau and for litigation to commence against AvalonBay Communities Inc. & the AvalonBay employee. N.B.: All emails, audio & video recording have been saved.

  Business response

  06/02/2023

  June 2, 2023

  Dear *** ******: 
  

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

  First, I would like to apologize to *** ** for any inconvenience he may have incurred during his  residency.  
  

  The enclosed Section 39 of the lease agreement *** ** signed on January 23, 2022, explains that we may  enter your apartment for any reasonable business purpose at reasonable times to perform repairs, and that  we will provide notice to you prior to entering your apartment except for cases of emergency. 
  

  I reached out to ***** *, Maintenance Supervisor and he informed me that the apartment below *** **’s  notified the maintenance staff about a leak coming from above their apartment. *** ** was notified that  we would enter his home prior to entering. ***** did inspect the apartment and found there was no leak.  
  

  On February 17, 2023, our maintenance staff attempted to move garbage bins, which were placed outside,  into an inside area, however they were unable to do so as *** **’s car was blocking them from moving  the garbage bins. *** ** was parked in a no parking zone. *******, maintenance associate, asked *** **  if he could move his car so that he could move the garbage bins, however, *** ** refused to do so.  Shortly after, ***** asked *** ** to move his car up again and *** ** responded in an aggressive  manner by yelling at ***** stating that he was on a call and was waiting for someone to open the door for  him. 

  We apologize if *** ** did not receive a timely response from the management team at Avalon *****  **** regarding both these incidents; however, this matter was addressed with **** *****, Community  Manger, on April 26, 2023, when we accepted *** **’s notice to vacate. 
  

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

  Please feel free to contact me directly with any questions. 
  

  Yours truly, 
  ******* ******* 
  Loss Mitigation and Support Specialist  
  

*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. ↩