Complaints

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

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• 

  AvalonBay Communities, Inc.

  4040 Wilson Blvd Ste 100 Arlington, VA 22203-4434

  
• 

  AvalonBay Communities, Inc.

  2 Mountainview Ter Danbury, CT 06810-4163

• 

  Avalon Bay Communities

  100 River Mews Ln Edgewater, NJ 07020-3101

• 

  Avalon Bay Communities Inc

  8935 160th Ave NE Redmond, WA 98052-7521

• 

  Avalon Bay Communities

  400 Race St Ste 200 San Jose, CA 95126-3519

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:11/17/2023

  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.

  The malfunctioning dishwasher has significantly affected my living experience. This problem not only diminishes my quality of life but also causes unnecessary inconvenience and distress. I hope to gain your understanding and prompt resolution. I thought the price I paid for the use of the dishwasher was included in the rent, but as it no work now, I haven't been able to use my dishwasher properly for close to a month and it probably won't be serviced for the foreseeable holidays. This makes me feel unfair that I am paying this portion of the rent.

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  Dear *** ******:
  

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

  First, I’d like to apologize for any inconvenience that ****** **** may have incurred. We appreciate ****** ****’s desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  On Thursday, November 30, 2023, a third-party technician repaired ****** ****’s dishwasher as it was brand new and still under warranty. After the vendor completed the repairs, our Maintenance Technician and Sales Manager visited ****** ****’s apartment to ensure the dishwasher was working properly. A full cycle was run on the dishwasher and no further issues were reported. ******** *., Sales and Service Supervisor called ****** **** on December 2, 2023, to follow up on the dishwasher and ****** **** confirmed that the dishwasher was working.

  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: 12/07/2023

  [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:11/13/2023

  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.

  On October 12, I moved out of apartment number *** located at **** ** ***** ******* in the Avalon ******* **** ***** condominium because my one (1) year lease expired. Nevertheless, at the time of handing over the property, I delivered it in perfect condition (no damages of any kind) and totally clean as it should be. I waited for three weeks to receive the security deposit and the detailed invoice, but to my surprise I realize that they took or DEBITED an amount of $85 for cleaning, being that this is not an ****** and also before handing it over it was totally cleaned by me and my husband, Similarly, in the invoice that I attach in the image below (exactly in the 4th item) you can see that it says "DAMAGE" without specifying what kind of damage, which would be very easy for me if I own an apartment, in retaining an amount of money any only with the argument of the Florida statutes, without specifying CLEARLY the reason for the deduction, only limited to place the amount already indicated above with the endorsement or support of the Florida statutes, as a result of this; I consider that this is very far from my good faith behavior and that is why I come to you to interfere not with the intention of achieving any additional benefit but to reimburse me what I consider was deducted in a very UNJUST manner.

  Business Response

  Date: 12/08/2023

  December 8, 2023

  Dear *** ******:
  

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

  The enclosed sections 49 and 50 of the lease agreement that ********* **** signed on October 6, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning is not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ********* ****.

  On October 13, 2023, our maintenance staff conducted a final inspection and found that the apartment needed to be cleaned, hence the apartment cleaning charge of $85.00 which was deducted from his security deposit.

  As a customer service gesture, AvalonBay will waive the damage charge of $85.00 to thank ********* **** for their residency. Due to this credit, we will refund $85.00. We will process this refund in 7-10 business days, and they can expect a check via regular mail for $85.00 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.

  Please feel free to contact me directly with any questions.

  Yours truly,
  

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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.

  Recently, they've added a tech package to everyone's accounts requiring the use of **** as the internet service provider, with no choice! It doesn't seem right to me that they can mandate who residents use for internet, and by default of company pricing, also TV. I was fine with Xfinity/Comcast, but had to cancel services with them to take **** because I would be charged the fee anyway. Then, when trying to get the installation completed, it was a nightmare and resulted in negative interactions with the maintenance team as they did not want to be cooperative.

  Business Response

  Date: 12/01/2023

  December 1, 2023

  Dear *** ******:
  I have received the aforementioned complaint filed by ***** ***** and have reviewed their account in its entirety.
  First, I’d like to apologize for any inconvenience that ***** ***** may have incurred. We appreciate ***** *****’s desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  The Technology Connect package is an inclusive bulk internet service applicable to every lease agreement, with a fixed fee of $63.00. This mandatory fee applies to all market apartments, irrespective of whether the resident utilizes the service. Technology Connect offers advantages such as cost savings and enhanced internet speed. Residents also have the option to augment their services for an extra cost. For your reference, I have included the AvalonConnect Flyer sent to ***** ***** with their renewal offer.
  

  As a customer service gesture, the management staff of Avalon Public Market waived the $63.00 Technology Connect charge on November 6, 2023. This decision was made to accommodate ****** ***** as they needed to contact their previous service provider to cancel services and subsequently set up new services with ****. It is important to note that ***** ***** has the choice to retain their existing Xfinity/Comcast service, as we are not imposing a mandatory switch of internet providers. ***** *****  
  opted to change service providers because the charge was obligatory and encompasses the **** internet service.

  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

  Date:11/02/2023

  Type:Billing 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 write to you in distress, having endured severe living conditions at *************************, managed by AvalonBay Communities, now coupled with facing disputable charges post-tenancy.The living environment was marred by health and safety hazards, most notably a recurring sewage problem that went unaddressed despite numerous complaints. This issue, well-documented in community reviews, subjected residents to intolerable conditions, including foul odors and potential health risks.The leasing office's lack of action compounded the suffering, reflecting a disregard for tenant well-being and maintenance obligations. Further, on vacating, I was presented with a list of damages for which I am being held accountable unfairly. My photographic evidence starkly contradicts these claims, underscoring my commitment to maintaining the property's integrity.These charges add insult to the injury of living through such dismal conditions. It is unjust to bear financial penalties atop the already endured hardships.I am requesting the BBB's intervention to examine these unwarranted charges and the chronic mismanagement by AvalonBay Communities, specifically their failure to rectify the documented and dangerous sewage issues. Everything that was considered damages was normal wear and tear.Your support is crucial in rectifying this injustice and ensuring that future tenants do not suffer similarly. My resolution is to be cleared of these charges for having to endure this horrible living condition. As well as having no way to complain there was nobody to speak too they don't allow you to access management at all. This is well documented in their ****** reviews. Also I would like to dispute lawyer fees that they charged me on a month that my grandfather had died and I something went wrong with my autopayments as well as never getting a notice to pay or quit. The law fees were over 800 dollars and are not included in the statements. Account: ***************

  Business Response

  Date: 12/01/2023

  December 1, 2023

  Dear *** ******:
  

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

  First, I’d like to apologize for any inconvenience ****** ******* may have incurred. 

  The Community Manager informed me that ****** ******* submitted five service requests regarding her clogged garbage disposal, which were addressed by our maintenance staff. Unfortunately, we did not receive any other complaints until after ****** ******* moved out of the apartment. 

  The enclosed sections 49 and 50 of the lease agreement that ****** ******* signed on June 12, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and painting, wall repair, apartment and carpet cleaning are not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ****** *******. 

  On July 12, 2023, our maintenance staff conducted a final inspection and found the drywall needed to be repaired. Furthermore, the apartment and carpet necessitated cleaning. I have enclosed invoices and photos of the damages for ****** *******’s convenient review. 
  

  Respectfully, AvalonBay firmly believes that no credits are due as the damages are beyond ordinary wear and tear.

  On behalf of AvalonBay, I would like to thank ****** ******* for their residency. We wish them the best in their 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: 12/04/2023

  [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:
  Subject: Formal Complaint and Request for Resolution Lease Violations and Unlawful Charges
  Dear [Property Manager's Name or Management Company],
  I am writing to express my grave concerns and to formally complain about multiple violations of my tenant rights and breaches of our lease agreement at *************************.
  Violation of Privacy and Lease Terms: I received a call at 4 PM informing me that someone would enter my apartment the next day at 10 AM. This is not a 24-hour notice as required by California tenant laws and our lease agreement. The lack of a proper notice period and the disregard for seeking my consent or offering a reschedule option is unacceptable.
  Repeated Lease Agreement Violations: This incident is not isolated. There have been several instances where the leasing office's actions have breached our lease agreement terms.
  Unjustified Legal Charges: Furthermore, I have been charged over $800 in lawyer fees without proper notice. This action is not only against the tenant laws in California but also reflects a lack of transparency and fairness in handling financial transactions related to my tenancy.
  Given these circumstances, I am left with no choice but to escalate this matter. The lack of a direct point of contact or a responsible manager to address these issues is concerning and adds to the frustration.
  I demand immediate action to rectify these violations. I expect a formal acknowledgment of these issues, a reversal of the unwarranted legal fees, and assurance that such breaches will not occur in the future. Failure to address these concerns promptly will compel me to seek legal counsel and take further actions to protect my rights as a tenant.
  Please provide a written response within specify a time frame, 7-10 days, detailing the steps you will take to resolve these issues. Your immediate attention to these matters is expected and appreciated.
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/13/2023

  December 13, 2023

  Dear *** ******:
  

  I would like to thank *** ******* for her reply to our most recent communication.
  

  Section 21 of the lease agreement states that if you are in default of the lease agreement, you agree to pay us all costs and fees including attorney’s fees, litigation and collection costs that we incur. If permitted by law, such costs shall include a preparation fee for the cost of preparing a summons, complaint, or other appropriate legal documents. The preparation fee is non-refundable.

  *** *******’s account was referred to our attorney on March 21, 2023, owing to overdue rent, incurring an initial legal fee of $590.00 Furthermore, we received an additional legal invoice on May 23, 2023, of $225.00 covering any legal services provided by the attorney up to the cancellation on April 4, 2023, upon receipt of payment from *** *******. Please be aware that we invoice the charges to the account upon receipt from the attorney, regardless of whether this occurs after the cancellation of the legal proceedings.

  Section 39 of your lease agreement states that we may enter the apartment for any reasonable business purpose at reasonable times, including without limitation to perform repairs, renovations or upgrades and that we will provide notice to you before entering your apartment.
  

  On June 15, 2023, we issued a 24-hour notice to enter *** *******’s apartment, and we made two phone calls at 10AM and 2PM to inform her of our need to access her apartment for measurements related to upgrades. *** ******* expressed displeasure, stating that she did not want us to enter. Enclosed is the 24 -hour notice, along with proof of service, confirming that *** ******* received ample notice.
  

  On June 16, 2023, the construction team was not able to enter *** *******’s apartment as she refused access and began recording them upon their arrival. Despite our efforts to reschedule, she continued to deny access to her apartment. 

  Please feel free to contact me directly with any questions.

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

• Initial Complaint

  Date:10/29/2023

  Type:Customer Service 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 lived at Avalon at ************ for 4 years. I recently moved. The on-site staff denied my presence at the move-out inspection and then withheld part of my security deposit for carpet cleaning, for which they did not have pictures of the actual "stains" that they alleged. I sent them the required notice to be present, which is laid out in Maryland Code, Real Property, Section 8-203.1. With the required notice, they were supposed to respond by certified mail with the date and time of the inspection, or they would lose their right to keep ANY part of my security deposit. I've reached out to the Customer Care Center and the on-site staff a combined total of SEVEN times now with this information, asking why my right to be present was denied, and two of the three responses skipped my question entirely. The third response made it clear that they willfully do not know the law. They are actively choosing not to address the issue. It seems that they would rather be wrong instead of correcting themselves when presented with facts, also known as the law. Additionally, it appears that they did not follow the requirements relating to interest accruing on the security deposit from the time it is paid, but that is another conversation entirely. So, for anyone looking to move into one of their properties, make sure you know your rights in your jurisdiction because it seems that they do not know and won't take the time to educate themselves.

  Business Response

  Date: 11/30/2023

  November 30, 2023

  Dear *** ******:
  

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

  First, I’d like to apologize for any inconvenience ****** ********* may have incurred. We strive for perfection; however, we sometimes fall short. We received ****** *********’s request to be present during the preliminary inspection on May 24, 2023. Unfortunately, we are unable to determine the circumstances on why *** ********* was not present during the inspection.

  The enclosed sections 49 and 50 of the lease agreement that ****** ********* signed on July 20, 2023, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and carpet cleaning is not considered ordinary wear and tear. The expenses for such damages would be the responsibility of ****** *********.

  On August 21, 2023, our maintenance staff conducted a final inspection and found that yellow stains on the carpet that necessitated cleaning. I have enclosed photos of the damages that were taken during the inspection for ****** *********’s convenient review.

  As a customer service gesture, the management staff of Avalon at ********* ******* has agreed to waive the damage charge of $120.00 to thank ****** ********* for their residency. Due to this credit, we will refund $120.00. We will process this refund in 7-10 business days, and ****** ********* can expect a check via *** Next Day Air for $120.00 to the forwarding address we have on file once the refund is processed.

  We wish ****** ********* the best in their 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:10/28/2023

  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.

  Hello, I have been moved out from Avalon at ******* ****** since September 2021. My address was ******************** #**** Arlington VA **********. I requested to send my security deposit multiple times but they haven't sent the check to me yet. I have requested again early October and they said they would send the check to me but still have not received. I am tired of being waiting and it seems like they tend to do it so people forget about it as they go on daily life. The amount is about $295.I am so frustrated how they delay sending security deposit back to the customer and think its intended delay for 2years. Everytime I called, they said sorry they will process it but nothing happened. Please advise to resolve this issue. Thank you.

  Business Response

  Date: 11/20/2023

  November 20, 2023

  Dear *** ******:
  

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

  First, I would like to apologize to ** ****** for any inconvenience they may have incurred. We appreciate ** ******’ desire to have this matter reviewed by the Better Business Bureau; however, this matter has been resolved.

  Our Prior Resident team mailed ** ******’ their final statement along with their refund check of $229.37 to their forwarding address at **** **** **** ***** #*** in Arlington, Virginia on October 20, 2021.
  

  The enclosed check image shows that the check was endorsed and cashed on November 4, 2021.
  

  Our Prior Resident team emailed ** ****** of our findings on October 8, 2023, following ** ******’ initial inquiry on October 3, 2023. Unfortunately, we are unable to reissue the check as it has been cashed.
  

  We thank ** ****** for their residency with Avalon at ********* ******. 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: 11/20/2023

  [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:10/23/2023

  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.

  My wife, daughter and I were living at Avalon ***** for a year. We decided not to renew our lease due to the high increase of the rent that were offer to us should we renew. At move out we declined the clean sweep service because we took good care of the place and we didn't feel this was necessary. The day prior the move out date, we did a last cleanup, leaving everything as good as it was when me moved in. We returned the key fobs and expected to do a final inspection with someone from the leasing office but this did not happen, they told my wife it was not necessary. A week later I logged in my resident account and saw some charges related to water, etc. which I immediately paid. Another week went by and notice there were more charges, this time $460 with no other description than Damage/Itemized Charges. I visited the leasing office and was told that they didn't have an idea of what those charges were for so they gave me a phone number to call. Called that number but couldn't talk to anyone until next week when I got a call back from **** ******. I asked her about those charges and how could I see what I was being charged for, she told me that they sent that information over certified mail and that I should be receiving it soon but anyways she could also send it to me over email. Shortly after I received an email with what I thought was an explanation of charges. I replied back asking for someone who could actually explain those charges to me and a couple of minutes later I received another call from ****, unfortunately in this call there wasn't any explanation other than those charges are there because we can charge whatever we say kind of response. I felt a little bad with this treatment because I always took care of the property and I felt I wasn't reciprocated with the same sentiment. I was charged for Apartment Cleaning when the apartment was pristine, Miscellaneous, Painting, etc. None of these charges were ever explained to me.

  Business Response

  Date: 12/04/2023

  December 4, 2023

  Dear *** ******:
  

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

  The enclosed sections 49 and 50 of the lease agreement that ******* ****** signed on September 12, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and wall repair, painting, apartment and grout cleaning are not considered normal wear and tear. The expenses for such damages would be the responsibility of ******* ******.

  On September 12, 2023, our maintenance staff conducted a final inspection and found that the apartment and the flooring necessitated cleaning. Furthermore, the walls had holes which required drywall repair and painting. I have enclosed the photos of the damages for ******* ******’s convenient review. 

  Respectfully, Florida law does not require a landlord to conduct a final inspection with a tenant. If the lease states otherwise, then the landlord would be contractually bound to do so, but there is no statutory to do so. ******* ******’s lease agreement does not state that they are required to be present during the inspection.

  As a customer service gesture, the management staff of Avalon ***** has agreed to waive $260.00, which represents the apartment and grout cleaning charge to thank them for their residency. Due to this credit, we will refund $266.67, which includes the credit balance of $6.67. We will process this refund in 7-10 business days, and they can expect a check via *** Next Day Air for $260.67 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.

  Please feel free to contact me directly with any questions.

  Yours truly,

  Loss Mitigation and Support Specialist
  AvalonBay Customer Care Center

  Customer Answer

  Date: 12/08/2023

  [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:10/16/2023

  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.

  Myself and a roommate rented an apartment (************************************Arlington, VA). Upon moving in, we notated damage (trim coming off microwave, many scratches in refrigerator, dishwasher about to fall out). We also noticed two sections of small stains on the carpet (two blackish circles near where the hardwood meets the carpet and another smaller stain on the farthest 1/3rd of the living room carpet). We assumed that the carpet was older and the stains occurred from prior tenants and our interest in renting this space was not affected by them being present. The apartment complex's maintenance team additionally came out (roughly in April / May) and cut a 9in x 9in hole in our drywall above the A/C unit which they then allowed the dust and debris to call into that same area as the two black stained circles. Upon out move out, we cleaned the apartment to the exact same level it was presented to us upon our move in day (including the two stained sections of carpet). We additionally have a time stamped photo of when we moved in showing that the two stains were already present. We moved out on Sept 16th, and just received (as of Oct 12th) a statement showed that the apartment complex is charging us $1245 for an entire new carpet. I have spoken with the Avalon Customer Service team and they have repeatedly told me because we did not note these stains, we are being held responsible for them. Additionally, while we did have renters insurance during our lease there, even if we wanted to file a claim, we could not since it would be a knowingly false insurance claim which in Virginia is categorized as Grand Larceny and punishable by law. I have submitted the photo to the Customer Service team as well as scheduled a meeting (or attempted to) with the Property Manager on 10/17. We are categorically and unequivocally denying that we, as tenants, caused either of these stains. The photo sizes are too large to attach so please let me know if there is another way to submit them.

  Business Response

  Date: 11/20/2023

  November 20, 2023

  Dear *** ******:
  

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

  The enclosed sections 49 and 50 of the lease agreement that ****** ***** signed on July 9, 2022, explains that the apartment must be clean and in the same condition as it was received except ordinary wear and tear. Ordinary wear and tear is considered unavoidable damage and apartment cleaning and carpet replacement are not considered ordinary wear and tear. The expenses for such damages will be the responsibility of ****** *****.

  Upon moving into their apartment on August 27, 2022, ****** ***** completed the Move-in Checklist and listed that the dishwasher had missing pieces. Additionally, they noted that there were scratches on the refrigerator and damages on the bottom right of the microwave. The Move-in checklist does not indicate stains on the carpet.
  

  On September 18, 2023, our maintenance staff conducted the final inspection and found that the apartment needed cleaning throughout. Furthermore, there were stains on the carpet in the bedrooms, living room, and dining room necessitating in carpet replacement. 

  Due to ****** *****’s absence of documentation regarding the stains on the carpet, it has been determined that the stains are the result of ****** *****’s negligence after moving in. Furthermore, the enclosed photos exhibit damages to the carpet beyond the two stains that ****** ***** is disputing.
  

  As a customer service gesture, the management staff of Avalon at Arlington Square has agreed to waive the carpet damage charge of $1,245.95 to thank ****** ***** for their residency. Due to this credit, we will refund $1,245.95. We will process this refund in 7-10 business days and ****** ***** can expect a check via *** Next Day Air for $ to the forwarding address we have on file once the refund is processed.

  We wish them the best in their 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: 11/27/2023

  [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:10/09/2023

  Type:Customer Service 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 vacated the property when my lease ended in July of this year. Since that time, Avalon has refused to return my security deposit and has further attempted to bill me for damage that they supposedly found during an inspection I was not aware of or properly given notice to attend under DC law. Since July we have been attempting to have our security deposits retuned, and Avalon Bay refuses to do so in a timely manner in compliance with DC law. Every attempt to communicate with Avalon in writing to discuss the matter has been ignored or overlooked, and now they threaten to send us to collections over an unpaid debt that we don’t even owe. We are being extorted by this shady company, and I hope that by drawing attention to the issue no one will ever have to go through this with them again.

  Business Response

  Date: 10/27/2023

  Hello ****************,

  This matter has been resolved. A response was sent to **************** today in regard to his dispute which has been attached.

  Please let me know if you have any questions.

  Customer Answer

  Date: 10/27/2023

  [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: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,
  
  *******