Business Profile

Apartments

AvalonBay Communities, Inc.

Headquarters

Complaints

This profile includes complaints for AvalonBay Communities, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

246 total complaints in the last 3 years.
104 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:10/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented an apartment room in AvalonBay (Avalon ****************** community) from June to August for 2 months. Because I forgot to inform the leasing office my move-out date, so I need to pay for more than 1 months rent by the contract. But the leasing manager and the contract mentioned that when the apartment room has been re-rented, I will not need to pay any more. Actually the room has been re-rented since Aug 18th, so my account balance should be re-calculated. The work started at Sep 12th and this work should be done in 7-10 business days, but I haven’t received anything yet. I have received an email at Sep 22nd that told me this work would be done in no more than 3 to 5 business days. But now it is Oct 6th, I still haven’t received anything. Actually I have paid all the rent of August and the deposit, the apartment has been re-rented since August 18th, so my leasing manager have sent the email to the accounting department that I should not pay any more after Aug 18th. By this reason, I should receive the refund for around $2700. But it has lasted for more than 1 month, I didn’t receive anything.
Customer Answer
Date: 10/26/2023
From: ********************* <*******************************>
Date: Wed, Oct 25, 2023 at 5:23 PM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>

Hi,

Actually my problem has been solved now. So I want to cancel my complaint. Thank you!

Best regards,

*******
Initial Complaint
Date:10/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This community is one of the jankiest, most scamming *** communities ever! I’ve been going through **** moving over here and regret it. After 4 months I am JUST now being placed in my correct unit. I’ve dealt with everything from pests in the home to broken utilities and NO office acknowledgment of their fuck up. I’ve been overcharged and hit with hidden fees from this office ran by nothing but ghetto *** people. From the office manager to the secretary all of them hood boogers are USELESS AS ****. They provide NO resolution and won’t give you anybody superior to thems number. I want management at the highest level but yet I’ve been getting the run around. The property manager ********* is as useless as they come. She is more concerned wearing her tight ass dresses and flirting with potential residents and has yet to do her job! ***** ****** is incompetent and has messed up my leasing paperwork on ALL 3 occasions. We have been overcharged and I am almost sure one of these employees stole my personal information (SSN) and has been doing identity fraud. My next step is contacting my attorney and COMPENSATION. I have 3 children all under the age of 11 and this move to this GHETTO RAGGEDY DIRTY BUG INFESTED OVERPRICED ******** *** community has been the worse decision of my life. This is supposed to be a “luxury” community and it’s been more ghetto and dirty than Southeast DC. I feel like I live in the hood and am paying **** near if not $3000+ to live here. I might as well had stayed in my previous home! I want compensation at the highest level and I have money to obtain a lawyer. I feel I have been discriminated against and treated like this because I am a young ******* ******** female. The staff is compiled of all ******** and I do want to get their paperwork checked because I refuse to believe they are all citizens.
Customer Answer
Date: 10/18/2023
This community is one of the jankiest, most falsely advertised communities ever! I've been going through **** moving over here and regret it. After 4 months I am JUST now being placed in my correct unit. Ive dealt with everything from pests in the home to broken utilities and NO office acknowledgment of their incompetence up. Ive been overcharged and hit with hidden fees from this office ran by nothing but unqualified people. From the office manager to the secretary all of them hood boogers are USELESS. They provide NO resolution and wont give you anybody superiors number. I want management at the highest level but yet Ive been getting the run around. The former property manager ***************s incompetent and has messed up my leasing paperwork that has lead to these future mistakes.. I have 3 children all under the age of 11 and this move to this GHETTO RAGGEDY DIRTY BUG INFESTED OVERPRICED community has been the worse decision of my life. This is supposed to be a luxury community and its been more ghetto and dirty than Southeast DC. I feel like I live in the hood and am paying near if not $3000+ to live here. I might as well had stayed in my previous home! I want compensation at the highest level.
Business Response
Date: 11/07/2023
November 7, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ***** ***** and have reviewed her account in its entirety.
First and foremost, we extend our apologies to *** ***** for any inconvenience she may have experienced. We remain dedicated to ensuring their satisfaction with their apartment, and we have diligently pursued all reasonable avenues to address *** *****’s concerns.
On July 7, 2023, *** ***** moved into a 2-bedroom, 2-bathroom townhome in accordance with her original lease agreement executed on July 5, 2023. *** ***** was unsatisfied with the size of the apartment and opted to use their 30-day guarantee to transfer to a 3-bedroom. We accepted her notice to vacate as of August 4, 2023, and transferred her to a 3-bedroom as of September 8, 2023.
Following their move into the new unit, *** ***** and *** ******** informed management staff that the apartment smelled of smoked and expressed that they were unhappy with the apartment as it was not a renovated. The maintenance staff addressed minor repairs and provided an Ozone machine to remove the smoke smell. ********, Community Manager, apologized for any confusion that may have occurred as the apartment was not scheduled for renovation. ******** contacted *** ******** later that day and provided two transfer options. The first option was to transfer them to a 3-bedroom at Avalon ******* *****, a sister community, which was available for move-in on Saturday, September 9, 2023. The second option was to transfer them to a 3-bedroom apartment within the community; however, the apartment would not be available until September 30, 2023. *** ******** agreed to transfer to the renovated apartment within the community on September 30, 2023. Furthermore, as a customer service gesture, the management provided a three-day credit to rent of $286.00 to the unrenovated apartment. We also would provide a $1,000.00 rent concession to the renovated apartment that they would transfer to on September 30, 2023.
On September 9, 2023, **** *., Sales and Service Supervisor, inspected the apartment for the smell of smoke. He did not detect the smell of smoke; however, he left the windows open and removed the Ozone machine. **** called *** ******** and informed him that the smell had improved.
On September 11, 2023, and September 12, 2023, *** ***** contacted the Customer Care Center and expressed that she was not satisfied with the credit provided and wanted to be compensated for movers.
**** called *** ******** on September 12, 2023, in response to *** *****’s concerns and *** ******** stated that they could smell smoke in the washing machine, however he agreed that there had been a noticeable difference from when he came to the apartment on September 9, 2023. *** ******** also expressed his concern in being transferred to another unrenovated apartment later that month. Kyle informed him that we do allow smoking on the property and that the smell of smoke may be coming from a neighbor and assured him that the new apartment would be renovated. *** ******** was also provided the option to be let out of his lease.
Later that day, *** ***** came to the leasing office and requested that the agreement that ******** had offered to *** ******** be put in writing in addition to emails addresses for the management team. Kyle provided the emails, applications, and the notice to vacate form that was needed to complete the apartment transfer for later that month. He also emailed both *** ***** and *** ******** outlining the offers that were provided, which I have attached.
Until now, we received maintenance requests for a clogged toilet and stove issue however, no service request has been received for pest control. We kindly request *** ***** to submit a maintenance request for the pest control issues so that we can address and resolve them.
AvalonBay firmly believes that no additional credits or compensation are warranted, as we have already applied the discussed credits to *** *****’s account.
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
Customer Answer
Date: 11/18/2023
You all didn’t do a single thing. Ofcourse we settled it took you all too long and I had to move. Please stop contacting me this was useless. I would’ve been better off alerting the news. I will be sure to add onto my 7 on your side claim how useless this was and I will NEVER take this route again. All your corporations are janky as ****. And no I’m not correcting my terminology
Initial Complaint
Date:09/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given an invoice of $4,533.22 and told that it was because my apartment was returned “beyond normal wear and tear.” I clearly (and I have a witness) left my apartment in great condition with nothing beyond normal wear and tear. Carpets were vacuumed with normal tread wear, hardwood floors were mopped and undamaged. Holes from hanging pictures or shelves were neatly filled so only touch up paint needed to be applied. Bathrooms and kitchen were left clean. The invoice from Avalon stated that they replaced the entire flooring to a different lighter color laminate (I verified the sku on the contractors invoice) throughout and painted the entire apartment. This is considered a renovation therefore I should not be charged. I am continuing to dispute all charges. If this isn’t resolved, I will get lawyers involved, and will take this to court if needed, since I have picture evidence and a witness not on contract, that can’t attest that a renovation was not needed when we moved out. ***** ******** ***** will not provide me with pictures of the so called “damage beyond normal west and tear” that required them to change out the entire flooring to a different color laminate or paint the entire apartment. I am requesting the charges to be removed plus the remaining balance of my deposit returned to me.
Business Response
Date: 10/11/2023
October 11, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ******** ***** and have reviewed her account in its entirety.
Section 49 and 50 of the lease agreement that *** ***** signed on July 7, 2022, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear.
Ordinary wear and tear is considered unavoidable damage and painting, apartment and carpet cleaning are not considered ordinary wear and tear. The expenses related to stove and refrigerator replacement will be the responsibility of *** *****.
On July 2, 2023, our maintenance staff conducted the final inspection and identified the need for painting, cleaning, as well as replacement of the apartment’s flooring and carpet. Although we do not possess photographic evidence to validate the issues, please note that providing photos is considered a courtesy. I have enclosed the Move-out checklist for *** *****’s convenient review. AvalonBay maintains the stance that no additional credits are warranted.
As of today, there is an outstanding balance of $4,533.22 which can be settled by *** ***** calling our Resident Recovery team at ###-###-####.
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
Customer Answer
Date: 10/21/2023
[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:
There is no evidence to counter the picture evidence that we provided that our apartment was left with nothing beyond normal wear and tear.
The initial fees that were being unfairly charged for (replacement of the entire flooring and painting the entire apartment. Carpets changed to laminate throughout, original darker laminate in living room changed to lighter to match entire floor throughout the apartment which is technically considered a renovation) made no mention of appliances that we were being charged for, yet all of a sudden in the BBB response, you NOW mention that that these fees are for appliances being replaced?! The appliances were left completely in working order.

At this point, it is sounding more and more like you are trying to cover up for unethically trying to charge us for a renovation that you chose to do to the unit in your complex along with all the other unit and property upgrades that the complex is currently undergoing.
Please provide evidence that indicates that there was that much extensive damage left that the entire flooring throughout needed to get replaced, the entire apartment repainted beyond touch up, and appliances needing to be replaced. Further, your team failed to inspect the apartment the Monday following our departure, per what your management team sId they would do. Instead, they waited nearly 2 weeks AFTER we left to do a walk through. That in itself is unethical, since there was no one that would have ever been aware if the apartment had someone break in between the time of our departure up till the time of the inspection. The security on the premises, though they state is gated still was unreliable in the frequent gate breakdowns that continuously occurred, and the riffraff that would frequently wander onto the property.
At this moment your denial and unethical attempt to cover up a renovation by trying to charge me unnecessarily, and retaining my entire deposit, when we left the apartment clean with nothing beyond normal wear and tear per our contract, is illegal and I will not hesitate to take it to court if needed.
I expect all charges to be removed and my deposit returned.

Regards,

***************************
Business Response
Date: 11/06/2023
November 2, 2023
Dear *** ******:
Thank you for your reply to our most recent communication.
I would like to apologize to *** ***** for any confusion caused by our previous communication. *** ***** was not billed for stove and refrigerator replacement. The charges solely encompassed painting, apartment cleaning, flooring replacement, as well as wall and ceiling repair. For reference, I have included the itemized receipt, which was enclosed with her final statement sent on July 12, 2023.
Respectfully, the final inspection took place July 2, 2023, five days after *** *****’s departure from the apartment, which occurred on June 27, 2023.
At this time, we have provided all relevant information available related to this matter. We apologize this is not to *** *****’s satisfaction, however, we believe firmly that all applicable information was provided in our previous responses.
We thank *** ***** for her residency with ***** ******** *****. 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
Customer Answer
Date: 11/10/2023
[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:
***** has still absolutely no evidence (they are running on here say from the maintenance person that walked the apartment) that an entire overhaul/renovation was needed. There is no photographic evidence contradicting the photographic evidence that I have provided that a complete replacement and conversion of the entire flooring (carpet/laminate) to an entirely different wall to wall lighter laminate flooring was necessary, including a complete wall and ceiling paint job.

The second reply that they provided again is evidence that there is no communication or evidence provided from the actual property and that they are trying every antic to try to scam me out of my deposit to try to corner me into paying for THEIR CHOICE to do an apartment RENOVATION when the apartment was left with nothing beyond normal wear and tear. Their second reply stated that the charges included “wall and ceiling repairs”…. Again… “repairs” to the wall and ceiling were not even something they initially were trying to charge me for. Avalon’s lack of integrity in trying to swindle its tenants into trying to cover THEIR full apartment renovations to improve their community is completely unethical. They continuously keep trying to modify their response/change their story regarding what I am being charged for, but in doing so, proves that they have no foundational continuity and is more evidence that everything they say should be discredited.

I have further attached a message that I sent directly to one of the office managers regarding my departure. The message was sent on June 22nd stating my last day on the premises was that day, with a reply, therefore she was aware that we were no longer there. ******** ***** stated she was going to send someone to the apartment that Monday to inspect it, but failed to do so.

if I need to take this to court I will. Avalon can’t get their story strait. Their invoices prove that they chose to do an entire apartment renovation. My photos contradict that a full renovation has damage beyond normal wear and tear that warranted an entire renovation. They have no evidence that there was any damage beyond normal wear and tear except hearsay from a maintenance employee that abbreviated on a form (with no specifics even) that everything needed to be replaced 10 days after I had told management I vacated the premises.

Again, I am asking that all charges be removed and my deposit returned due to the massive lack of integrity and unnecessary stress that this business has caused.

Regards,
***************************
Business Response
Date: 11/15/2023
November 15, 2023
Dear *** ******:
Thank you for your reply to our most recent communication.
Respectfully, the replacement of the flooring was necessitated by damages rather than a scheduled renovation.
At this time, we have provided all relevant information available related to this matter. We apologize this is not to *** *****’s satisfaction, however, we believe firmly that all applicable information was provided in our previous responses.
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
Customer Answer
Date: 11/18/2023
[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 this company is considering the case closed, and not accepting responsibility for unethically doing a renovation under the false pretense that entire flooring replacement was necessary and beyond normal wear and tear, despite me having given the corporate office picture evidence otherwise; and despite me providing documented proof in the renovation invoices that the entire flooring originally carpet and darker laminate in the living room/kitchen area was changed out to brand new wall to wall lighter colored laminate throughout, so that the entire apartment would have a new seamless flooring. The corporate company unethically continuously changes their story regarding what the charges are for, because they lack integrity and are trying to come up with ways to retain my deposit.
The corporate company is located no where near the apartment complex that I resided, and is merely basing their claim on the heresy report of one maintenance employee that indicated all this renovation work was necessary.
The corporate company has failed to provide evidence to prove that the apartment was left damaged beyond normal wear and tear. They unethically inspected the apartment in an untimely fashion 10 days after I had told the office that I had vacated the premises (photographic evidence of this conversation to the on-site team was sent), when I was told that the inspection would take place within a few days of my departure. They are failing to take the time to acquire photos from the on-site property management team, and are evading the fact that they have absolutely no proof whatsoever that damage was left beyond normal wear and tear.
Regards,
***************************
Initial Complaint
Date:09/19/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sorry I had to submit another one as I think I didn't associate the complaint with the correct business owner last time.I lived in the ********************** apartment for almost 3 years and was charged unreasonably high move-out fee when leaving. I paid cleaning service to completely clean the apartment but was still charged $705 on cleaning fee. The $540 carpet cleaning fee from the statement are fabricated 'estimate' and the apartment failed to provide any proof to justify the charge, there is no damage on the carpet beyond normal wear and tear and I have no pet.
Business Response
Date: 10/09/2023
October 9, 2023
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 November 16, 2020, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment and carpet cleaning are not considered ordinary wear and tear. The expenses related to apartment and carpet cleaning will be the responsibility of *** **.
On August 22, 2023, our maintenance staff conducted the final inspection and found noticeable stains on the carpet, which seemed consistent with pet-related damage. While it is possible that *** ** did not have a pet, it was necessary to address these stains through a standard cleaning process conducted by ******* ********** Cleaning Services, our trusted third-party vendor. Furthermore, during the inspection, it was observed that the kitchen sink, stove top, bathroom sink, and tub required cleaning.
We wish to clarify that the damage charge is not an estimate but rather an accurate representation of the incurred expenses. Enclosed herewith, you will find the invoice from ******* ********** Cleaning Services.
On December 10, 2022, as a participant in our early deposit refund program for ***** **** ******, *** ** received a check totaling $125.00, which reflects half of the security deposit. We have verified that this check was successfully processed and cashed on December 27, 2022. The remaining portion of your security deposit, amounting to $125.00, was subsequently applied to offset the $705.00 damage charge.
In the interest of resolving this matter, the management staff of ***** **** ****** has agreed to waive the $705.00 damage charge. Due to this credit, we will refund $705.00. We will process this refund in 7- 10 business days and *** ** can expect a check via *** Next Day Air 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.
Please feel free to contact me directly with any questions.
Yours truly,

Loss Mitigation and Support Specialist
AvalonBay Customer Care Center
Business Response
Date: 10/09/2023
Hello ****************,
Please see attached references.
Customer Answer
Date: 10/20/2023
[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
Date:09/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Moved out of apartment complex Avalon ************** in April 2023. They took our deposit, we also paid a cleaning fee. Before moving into the apartment we filled out an apartment move in checklist. Noted on that is the damages to the fridge and stove. The apartment complex has copies of this, that we did not do this. They are charing over $900 for damages that we did not do. While they have proof of this they will not remove these charges.
Customer Answer
Date: 09/19/2023
The move in checklist shows we noted the dent on the door and the stoverop needs repair. I also included the receipt. They took our deposit and a clean sweep fee.
Customer Answer
Date: 09/20/2023
The only update I have is that I had to pay the fee or they threatened to send it to collections which will go on my credit history.
Business Response
Date: 09/26/2023
September 26, 2023
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 February 23, 2022, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning and appliance replacement are not considered ordinary wear and tear. The expenses related to stove and refrigerator replacement will be the responsibility of *** *******.
After further review, *** ******* move-in checklist reveals damages to both the refrigerator and stove on his move in date February 26, 2022. Specifically, the refrigerator exhibits dents, while our final inspection on April 26, 2023, uncovered scratches on it. Furthermore, our maintenance staff identified a broken oven handle and scratches on the stove top.
As a customer service gesture, the management staff of Avalon **** ****** has agreed to waive the damage charges of $1,211.28 and $105.00 for the clean sweep charge to thank *** ******* for his residency. Due to this credit, a refund of $1,316.28 will be processed within 7-10 business days and *** ******* can expect a check via UPS Next Day Air for $1,316.28 to the forwarding address we have on file once the refund is processed.
On behalf of AvalonBay, I would like to thank ****** ******* for their residency. We wish him the best in his future endeavors.
Please feel free to contact me directly with any questions.
Yours truly,
Loss Mitigation and Support Specialist
AvalonBay Customer Care Center
Customer Answer
Date: 09/29/2023
[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
Date:09/08/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a new tenant in Avalon apartments in ************. In less than two months, the window on the first floor has been leaking. The last time it happened, they assured that they have applied a sealant from outside and it will not happen again. But again today, we have water coming into the window sil and the floor. the apartements are really shoddy and the repair was even shoddier. I want avalon to fix this issue immediately.
Business Response
Date: 09/25/2023
September 25, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ****** ***** and have reviewed their account in its entirety with Avalon at ******* ****.
First, I would like to apologize to ****** ***** for any inconvenience they may have incurred. We appreciate ****** *****’s desire to have this matter reviewed by the Better Business Bureau; however, ****** *., Community Manager, has confirmed that these issues have been resolved.
On June 26, 2023, our maintenance team promptly addressed a work order submitted by ****** *****, addressing a window leak. The repair was successfully completed on June 27, 2023.
Later, on September 8, 2023, ****** ***** submitted another work order ticket for an additional leak, which our maintenance staff promptly responded to on the same day. The leak repair was carried out by a third-party vendor and was completed on September 11, 2023.
Subsequently, on September 12 and September 16, 2023, ****** verified the completion of the work with ****** ***** and inquired about any potential leaks following a few days of rain and ****** ***** confirmed that there were no further issues. It is important to note that the leaks stemmed from two different underlying problems.
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
Customer Answer
Date: 09/29/2023
[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:
1. We moved into this apartment on June 13th and on June 26th itself, in less than a month the first leak happened. We were not warned of any leaks and my laptops and expensive electronics were near the window. I have to consider myself lucky that I found the leak in time otherwise I would have suffered irreparable loss of my personal property. I would like Avalon to comment on why didn't they do a through check of the apartment before renting it out? I want a detailed explanation from Avalon on why this leak happened in the first place, how they audit their buildings on whether they are tenant ready or not.
2. Avalon is saying that they promptly addressed the work order. How exactly did they do that? By providing me with a fan and asking me to keep the noisy fan on to dry the area and a bucket to collect the water. That's not what addressing the core issue is. Promptly addressed is an euphemism here for the maintenance staff just showing up to the door and saying they cannot do anything about it right now.
3. They said that they fixed the issue but all they did was apply some gooey material outside the frame of the window. I assumed they are the experts at windows and trusted them that the issue is fixed. But again after a few weeks, we have a leak in the same window. Avalon is saying that the leaks stemmed from two different problems, but what exactly are these problems? Can Avalon elaborate on this? Also while fixing the first problem, why didn't Avalon proactively fix the second problem as well? Also who is going to reimburse me for the mental torture of dealing with multiple leaks, my time wasted in dealing with Avalon maintenance staff, the electricity bill for running the fan for 24 hours?
The entire email from Avalon reeks of a callous attitude of not taking any ownership of their apartments. Avalon has failed it's tenants on two fronts 1. Not doing the due diligence before renting out the apartment 2. Not fixing the issue completely when it occurred in the first place so that it never occurs again.
Yes, there have been no leaks since then but this exact callous attitude is worrying me not to put anything near the window as it might leak anytime. And Avalon will claim that there is a third issue which is now causing the leak. I am not asking Avalon to send a rocket to Mars but to take complete ownership of fixing a leaking window and provide 100% guarantee that it will not leak again in the future.
Is Avalon ready to provide this guarantee?
Regards,

***********************
Initial Complaint
Date:09/07/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I moved out of AvalonBay Communities located at ************************ Los Angeles, CA ******* Unit ***** on November 7, 2022, with my lease beginning on October 5, 2021. I was charged a deposit of $3,455.00 when I moved in. Upon leaving the unit AvalonBay charged me $1,771.77. They charged me for the repainting of the unit totaling $670.00 and the Full Carpet Replacement totaling $956.77. As well as an additional $145 for Apartment Cleaning. I did not change the paint on the walls in any way, and the carpet in the apartment only had normal wear and tear. Due to these reasons, I strongly feel that it is not my responsibility to pay for the Repainting and the Carpet replacement when this is something that is done upon moving out of any unit. That being said I should be reimbursed a total of $1,626.77, and only charged for the cleaning of the unit totaling in $145.00.
Business Response
Date: 09/27/2023
September 27, 2023
Dear *** ******:
I have received the aforementioned complaint filed by **** ********** and have reviewed her account in its entirety.
The enclosed sections 49 and 50 of the lease agreement that *** ********** signed on October 5, 2021, states that the apartment must be clean and in the same condition it was when it was received, except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning, painting, and carpet replacement are not considered ordinary wear and tear. *** ********** will be required to pay the cost of labor for painting, carpet replacement, and apartment cleaning for any portion of the apartment that was damaged.
On November 9, 2023, our maintenance team conducted a final inspection and identified a need for additional coats of paint due to pervasive smoke odor within the apartment. Furthermore, the living room and bedroom carpets were found to need replacement. It is important to note that the carpet was replaced on September 21, 2021, which was prior to *** **********’s move in date on October 21, 2021.
As a customer service gesture, the management staff of AVA ****** ***** has agreed to waive $670.00 which represents the painting charges. Since the apartment was not returned in its original condition, AvalonBay is of the firm belief that no additional credits are warranted. We will process this refund in 7-10 business days and *** ********** can expect a check via UPS Next Day Air for $670.00 to the forwarding address we have on file one the refund is processed.
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.
Yours truly,

Loss Mitigation and Support Specialist
AvalonBay Customer Care Center
Customer Answer
Date: 09/30/2023
[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
Date:09/05/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I very much enjoyed my stay with Avalon communities . I stayed at Avalon Bay @ ******* ****. Rent was paid on time for 15 months. small damages where taken out of the deposits and everything seemed okay. My deposit of nearly 5K was sent and had a secondary residence name on the check who has moved out the country. She signed a waiver and had it notarized and sent on august 8th 2023. A fee was to be taken out of the deposit and fee for expedited shipping. I called 7 days later to check status and was told everything is approved just processing and you’ll receive tracking when check is sent. Next week was the same story The week after I was told that the fee was actually never applied and that’s what caused the delay. I was then told it was handled and another 7-10 days of processing and 2 days for certified mail on the house. It’s now September and I first called to check on status and was told it was sent in the mail on august 29. I checked mail and see that the check still had a secondary residence name on it. When asked for a manager, I was told it’ll take 24-48 hours. This isn’t right and needs to be mitigated. Your team new all last month and lied and told me everything was fine. Then told me it was the fee holding everything up and then come to find out it’s still the same check sent me. I need check ASAP for my security deposit that has only my name on it. As the other resident already waived the check last month on 8th of august. This is my first step to mitigate. My next step is get ahold of corporate and after that I’ll have no choice but to get lawyers involved.
Business Response
Date: 09/18/2023
September 18, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ******* **** and have reviewed his account in its entirety.
First, I’d like to apologize for any inconvenience *** **** may have incurred. We appreciate *** ****’s desire to have this matter reviewed by the Better Business Bureau, however, this matter has been resolved.
A refund check of $431.61 was issued in *** ****’s name only and mailed on September 15, 2023.
Please allow 7-10 business days for mailing.
On behalf of AvalonBay, I would like to thank *** **** for his residency. We wish him the best in his 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
Date:08/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hope this letter finds you well, albeit under circumstances that demand immediate attention and resolution. I write to formally address a series of critical concerns that have arisen during my tenancy at ***** ******** ** UNIT *** IRVINE CA *****, which have led to an untenable living situation and potential breaches of tenant rights and fair housing regulations. 1. **Uninhabitable Apartment and Rent Dismissal:** As of 08/21/2023, I have evacuated the apartment due to the ongoing and unresolved issues surrounding flooding and property damage. The inability to inhabit the rental property is a direct consequence of these circumstances. Therefore, I kindly request that all rent charges for the period during which the apartment has been uninhabitable be dismissed. It is only just and fair to acknowledge the hardships I have endured as a result of these conditions. 2. **Discriminatory Practices Regarding Amenities and Access:** In addition to the concerns related to the property's habitability, I must bring to your attention a series of troubling incidents that suggest discriminatory practices. It has come to my attention that your company has actively prevented me from utilizing the amenities provided with the rental property. Furthermore, there have been instances where my family and visitors have been denied access to my unit through the use of smart devices and monitoring systems. The monitoring of my access and activities via cameras within my private living space raises serious concerns regarding my privacy and rights as a tenant. These actions create an environment that feels invasive, unwelcoming, and potentially discriminatory. It is my belief that all tenants are entitled to equal access to amenities and the right to privacy within their rented space, free from undue surveillance or discriminatory practices. In light of the aforementioned concerns, I request the following actions: 1. **Immediate Rent Dismissal:** Given the uninhabitable conditions and my formal evacuation of the property, I kindly request that all rent charges for the period of uninhabitability be dismissed. 2. **Cease Discriminatory Practices:** I urge you to cease any discriminatory practices that violate my rights as a tenant, including restricting access to amenities and monitoring my living space without my informed consent. 3. **Transparent and Swift Resolution:** I expect a transparent and timely response outlining the actions that your company will take to address the issues raised in this letter. 4. **Correction and Compensation:** I also expect compensation for the damages incurred to my personal property as a result of the property's conditions and a formal acknowledgment of the discriminatory practices that have taken place.
Business Response
Date: 09/07/2023
September 7, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ***** ******* and have reviewed his account in its entirety.
According to the provisions laid out in Section 4 of the lease agreement executed by *** ******* on June 27, 2022, it explicitly prohibits the leasing of his apartment to transient occupants or advertising the apartment for short-term rentals, which includes platforms such as Airbnb, under any circumstances. I have enclosed this Section 4 of the lease agreement for *** *******’s convenient review.
On August 23, 2022, *** ******* received a 3-day notice to remedy his breach of the lease agreement, which had arisen due to his apartment being listed on the Airbnb website and subsequent restricted access to the amenities such as the fitness center, clubroom, pool, etc. Following his removal of the ****** listing and reinstatement of amenity access, *** ******* reposted the advertisement, resulting in another notice being issued on March 28, 2023. Consequently, in response to his persistent subleasing, the management team of Avalon ****** revoked his access privileges once more. In an email correspondence, **** *., the Community Manager, clarified to ** ******* that no surveillance cameras are situated
within private areas of the community, with monitoring limited exclusively to public common areas.
*** *******’s assertion that his apartment was uninhabitable lacks merit. Our maintenance team promptly addressed a leak issue in *** *******’s apartment and determined that an improperly installed bidet was the root cause of the problem and that it was likely installed by his unauthorized occupants.
The management team inquired whether he required temporary accommodation, but *** ******* indicated he would keep the occupants in the apartment. Subsequently, he expressed a desire to move his furniture, which he was offered storage units; however, the storage units were deemed insufficient in size for his needs.
As a customer service gesture, the Community Manager of Avalon ******, allowed *** ******* to terminate his lease agreement as of his move out date of August 21, 2023, and waived the 30-day Notice and early termination fee. Additionally, we applied a credit of $918.71 to *** *******’s account. This credit encompasses prorated rent for five days amounting to $668.71, and an additional $250.00 in consideration of any inconveniences that *** ******* may have experienced due to the leak. AvalonBay firmly believes that all remaining charges are valid, and no other credits will be applied.
As of today, there is an outstanding balance of $3,175.85 which can be settled by *** ******* calling our Resident Recovery team at ###-###-####.
On behalf of AvalonBay, I would like to thank *** ******* for their residency. We wish him the best in his 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
Date:08/22/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
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.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the former tenant of ** ***** ******, APT ***, Union City, CA*****. Recently, I received the refunded deposit from Avalon ***** **** and was extremely surprised to find that I didn't receive the full amount. I believe there might be some misunderstanding that led to this situation. Here's what happened: Our lease ended on June 29th. We scheduled a move-out inspection on June 26th. At that time, the condition of the house was excellent, clean, and without any damage. Maintenance Manager ***** ****** approved and commended us for the thorough cleaning, welcoming us to rent from Avalon in the future. Additionally, we returned the keys to him, and he assured us that everything was in order and no charges would be deducted. As you can see in the attached file, we were charged $335 for Damage/Itemized Charges and $313 for Accelerated Rent. I believe these were mischarged. 1. For the $335 Damage/Itemized Charges, it shouldn't be charged because Maintenance Manager inspected the condition of the apartment and gave us his word that there would be no more additional fees. 2. For $313 Accelerated Rent, it shouldn't be charged because we informed the leasing office that we would move out 30+ days before our lease end date. Also, we handed in our keys on Juen 26th during the move out inspection which was earlier than our lease end date June 29th
Business Response
Date: 09/08/2023
September 8, 2023
Dear *** ******:
I have received the aforementioned complaint filed by ****** ***** and have reviewed his account in its entirety.
First, I’d like to apologize for any inconvenience he may have incurred.
The enclosed section 44 of the lease agreement outlines that if *** ***** wanted to end his lease early that he must provide a 30-day written notice to terminate. It’s important to note that *** ***** would still be responsible for all rent, additional charges and any outstanding sums accrued until the new lease end date.
On May 24, 2023, the management staff of Avalon ***** **** acknowledged *** *****’s thirty (30) day Intent to Vacate form, specifying his move-out date as June 28, 2023. However, *** ***** ended up vacating the apartment two days earlier than initially indicated, leaving on June 26, 2023. Despite his early departure, in accordance with the terms of the lease agreement, *** ***** remains responsible for rent through the notice period ending on June 28, 2023. Upon a detailed review, it was determined that *** ***** was incorrectly charged accelerated rent charge of $313.00. To rectify this error, we will provide a credit of $104.33 representing a prorated amount for one day of rent charged for January 29, 2023.
Sections 49 and 50 of the lease agreement **. signed on March 29, 2022, explains that the apartment must be clean and in the same condition as it was received except for ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning is not considered ordinary wear and tear. The expenses related to the labor for apartment cleaning will be the responsibility of *** *****.
As a customer service gesture, we will waive the damage charge of $335.00 to thank *** ***** for his residency. We will refund $439.33 which reflects a combined total of both the damages and 1 prorated day of rent. We will process this refund within 7-10 business days and *** ***** can expect a check via *** Next Day Air for $439.33 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.
Please feel free to contact me directly with any questions.
Yours truly,

Loss Mitigation and Support Specialist
AvalonBay Customer Care Center

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