ComplaintsforAmerican Campus Communities

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been living at Suites at ***** since fall of 2023. Because of how early leasing is, I ended up resigning before I realized the issues there are here (like extreme levels of noise in the courtyard the office refuses to do anything about, and people parking over the line into my parking spot so that I cannot fit my car into the space-office also refused to do anything about that and they were extremely rude when I brought it up nicely). Also, over the summer I lived alone in the apartment, so I made a request that the leasing office give me specific times (or at least specific days) if they were going to be inside my apartment (which they entered way more often than they needed to considering only one roommate moved out) because for personal reasons, living alone as a female and constantly walking out to see strangers in my apartment gave me bad anxiety. They just said too bad we can come whenever we want and we are not going out of our way to do that.I am paying an increased rate this year for an apartment that isn't even secure. The garage door has been open all year and the door to get into the building from there is not locked, so anyone can come into the building. The car next to me got broken into last night. A secure building with secured parking is one of the main reasons I was willing to pay as much as I do for my apartment ($100 a month for parking). My roommate's car got towed from its correct spot with no email/call from the office, when she asked them about it they were mean to her until she threatened legal action.I want part of my rent back because I don't feel safe in my home and I am not getting what was advertised. Building is unlocked 24/7, cars are not safe, and the office people are rude(not sure why bc every time I go there they are just watching tiktocs on their phones). I would be willing to privately discuss the numerous issues the residents are having here with corporate if they were interested in hearing what is going on here.

  Business response

  11/06/2024

  Hi ****,
  
  Thank you for reaching out. Please be assured that we take your concerns seriously and we have worked with you to resolve these as they have been brought to our attention. After your concerns about noise in the courtyard, we transferred your bedspace to move you further away from the source. We have also allowed you to choose your parking space next fall to be more accommodating to your concerns regarding the parking spaces. Regarding the garage door being open,after vendor delays, we received the necessary tags earlier this week. The parking garage door is now secured.
  
  I understand the anxiety that can stem from staff and escorted vendors accessing your unit during the turnover period.  Due to the logistics of making ready the building for new residents, it has not been possible to provide exact times when we will need to enter the unit. We do not provide a set schedule because we do not want our residents to plan for us to be there and then the schedule change abruptly because of unforeseen issues. We always try our best to limit entry into partially occupied units as much as possible. Regardless,this is a concern we can try to find a better system to address for our residents who request set schedules. You have renewed your lease to live with us again next year and we would like to try to coordinate a solution with you as the turnover period approaches.
  
  I am available Monday-Friday to speak to you by phone or in office if you would like to discuss anything further.  Please feel free to contact me directly with any additional questions or concerns. 

  Customer response

  11/07/2024

  Complaint: 22510275
  

  Thank you for your response. However, I must reject the notion that my complaints have been "taken seriously" or that I have been "worked with" to reach resolutions, as this has not been my experience.

  When I initially complained about the excessive noise in the courtyard, no action was taken by your team for an entire year, despite multiple complaints from both myself and other residents. The eventual "resolution" of moving my bedspace came about only after my roommates lease ended and I had coordinated with my new roommates to make the switch on my own. This was not a solution proposed by Suites at Third, but rather a step I was forced to take independently after being ignored by your staff. The noise issue remains a problem for other residents this year, which further demonstrates the lack of attention to this concern.

  Similarly, the supposed solution regarding my parking space was also something I had to initiate on my own, purely to avoid dealing with the rude, unhelpful responses from your employees when I attempted to address the problem through your office. Neither the noise nor parking issues were resolved in any way by Suites at Third, which contradicts your statement that my concerns have been taken seriously or that you have worked with me to address them as they arose.

  Regarding your policy on apartment access notifications, I find it unacceptable that you refused to even entertain a simple request for more specific dates of entry for a special circumstance (I was living alone for the first time and was experiencing anxiety as a result) until I involved a third party. This illustrates why I felt compelled to reach out externally: my prior attempts to engage your team directly went unaddressed, forcing me to seek external mediation. Additionally, when an expensive package went missing last monthdespite having been signed forI received no support from the office, ultimately choosing to accept the loss rather than deal with the frustration of talking to your team in the office. This lack of assistance further reflects the dismissive approach I have encountered.

  As for the recent closing of the garage door, while it is finally secured after several months, this delayed action does not mitigate the fact that I was paying a premium rate with the understanding that the parking and building access were secure. Instead, I experienced anxiety and frustration from the lack of secure access, made worse by the recent break-in of my parking neighbors car.

  This is a more accurate reflection of my experience with Suites at Third than what your response suggests. Both my guarantor and I feel that any fair resolution must include an adjustment to my previous payments to reflect the absence of the advertised services. If a customer orders a soda at a restaurant but is served water instead, they would not pay for the soda. It is hard to understand how a respectable business could ethically charge for services that were not provided. Regardless of whether these amenities (secured access) are specifically mentioned in our lease, the advertising promised these features, and not delivering on them reflects dishonest and predatory billing practices. This is now unsurprising to me, however, given the dishonest account you have responded to me with. 
  
  The ongoing issues and disrespectful treatment from office staff, who often appear disengaged when residents present legitimate concerns, has only compounded the stress and frustration Ive endured. Had your office staff approached these issues with respect and genuine effort toward resolution, perhaps my view would be different.

  I am open to discussing these issues further, ideally with someone who is committed to finding a meaningful resolution, but I currently have no way of reaching out because I dont know who responded to my complaint. 

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

  Business response

  11/08/2024

  Hi ****, 

  A separate email has been sent to the email listed in your resident portal from a property staff member. 

  Customer response

  11/11/2024

  Better Business Bureau:
  
  During my meeting with a representative of Suites at *****, we discussed some ways the office can better serve its residents. I have also been issued a refund for the two months of parking when the garage door was open. I accept this resolution.
  
  Regards,
  
  **** *********

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My daughter was staying in *************** apartments from August 2023 to May 2024. At move in she had submitted a form to ***** about the state of the Bath Tub. It was not in a good condition. ***** claims that at move out in May 2024, my daughter did not clean the ****** daughter had in fact cleaned her room including the bathroom tub at moveout. ***** is not able to produce the move-in form that my daughter has submitted at move-in and are now asking for $45 after her move out as cleaning charges for the tub.During the 10 months my daughter has paid a rent of close to $800 per month (almost $8000) in the 10 months. $45 is a very small about. But I am refusing to pay based on principle. ***** is trying to extract money for no reason.They keep on emailing me and forcing me to pay the $45 even though my daughter had cleaned the tub and whatever the tub had was from the original state when she moved in. Moreover, they cannot produce the (filled out) move-in form and say that my daughter should produce it.They have all the other forms (signed lease etc.) except the move-in form.I really find this odd.Hence I am filing this complaint.Businesses should stop taking advantage of students who stay at the mercy of the apartment complexes near the campus.Thank you.Regards,********

  Business response

  11/04/2024

  The resident moved out of their unit on July 31st after choosing not to renew their lease. During the unit inspection conducted on that same day, property management staff found the bathroom tub was unclean, and photos documenting the condition were taken and shared with the resident. Although there was no Unit Condition Form submitted by the resident at move-in and no documentation indicating otherwise, property management have decided to waive the charge as a courtesy. 

  Customer response

  11/04/2024

  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

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The apartment complex provided me with a lease with the wrong information recorded, I quickly informed them of the mistakes so I could sign it with the correct terms, they made the mistake again, and then again. 3-4 times. I went down to the office and have emailed them. And now they are telling me the floor plan I want is sold out and the only one available's price is much higher. When I asked to price match due to their mistakes they said no. I have contacted them through email and corporate and have received no response. I have alsocalled the corporate and they told me they don't handle leases.

  Business response

  10/21/2024

  Dear *****,
  
  Thank you for reaching out with your concerns. I understand your frustrations with the events that occurred, and we will do our best to reflect on the situation so that we may improve our processes. As discussed with you and your roommates, despite the unforeseen quick sell outs of so many of our floor plans, I was able to secure you all spots together in a comparable 4x4 premium floor plan with the original renewal discount applied. I have also agreed to accommodate you as a property transfer and to waive the $250 transfer fee as a courtesy due to the situation.
  
  If there is anything additional that I can assist with, please do not hesitate to contact me directly at *******************************************************

  Customer response

  10/21/2024

  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

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived at ****** townhomes for 3 years. While living there we had a multitude of issues that failed to be addressed by management. It was an overall unpleasant experience living there as the gym and pool were always closed or broken. However, the problems didnt pick up till after I moved out. They charged me and my 3 other roommates 264$ a person for the couches, which were trashed and looked destroyed prior to us moving in. We have reached out several times to dispute this however it wasnt until today 10/14 that they got back to us, Informing us that the window for disputes had closed. Well that would have been fine, had they gotten back to us and been cordial. They are unethically price gouging college students with the hopes that their parents or whoever pays the bill will just turn a blind eye and pay the bill. Management is hard to contact and seems to never be present in the office (this may have to do with the countless issues at the community), so we have opted to go the corporate route and try to reach them here. We had no problem paying for stuff we damaged or broke. But we will not allow them to charge us for stuff we had no control over. This isnt just me, this is me and my 3 other roommates

  Business response

  10/23/2024

  The resident reached out to the property staff on Monday, 10/14 initially to formally dispute the charge for couch cushions that are on their account after the lease end date of 7/31/2024. The resident stated that upon arrival and the lease start date of 8/20/2021 that the couch cushions were damaged then, and thus not during their tenure. This prompted the property staff to review the Unit Condition Form for the resident, and their roommates. It was determined that the Unit Condition Form was not completed by the resident, and that there was no documentation or reports of the couch being damaged upon their 8/20/21 move in.  
  
  The resident was informed of this information and was told that the charges would stand due to such. The resident reached out during the dispute period, and the staff responded with explanations of the charges.
  
  During the stay at the property, the amenities of which are mentioned below, remained open and in working condition as operable. Any closures for repairs were communicated to the community and completed in a timely manner. The gym and equipment were functional and not closed. The pool was closed once a year for annual inspection but was reopened immediately per local law. 
  
  Should you have any additional questions or concerns, please do not hesitate to reach back out to us.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Campus Edge on UTA BLVD regarding the mishandling of my lease transfer and wrongful charging practices.I lived in Apartment 227B and transferred my lease to a new tenant on October 1, 2024. Despite this, I was charged the full rent for October, which was automatically withdrawn from my bank account without consent. My access to the resident portal was revoked as soon as the new tenant signed the lease, leaving me unable to manage my account or remove my payment details. This is completely unfair and deceptive.I was aware of the $300 relet fee and agreed to pay it, but charging me for the full month of October after I had moved out is unacceptable. I was no longer a resident, and Campus Edge took advantage of my inability to prevent this charge.The reasons for leaving were serious: the elevator situation was unbearable. There are two elevators in the building, but one was always turned off, and the other constantly broke down. As someone with chronic back pain, I had to use the stairs, which worsened my condition. Despite raising this issue multiple times, nothing was done.Also, as an IT major, I rely on stable internet access, but the ethernet port in my room was faulty. I contacted the front office and filed a complaint with their ISP, but it was never fixed, even after several follow-ups. This made my academic work difficult and left me no choice but to move.Even after transferring my lease, Campus Edge withdrew rent for October. As a student, this has placed an unfair financial burden on me, as I now have to cover rent at a new place along with my tuition.I demand an immediate refund for the October rent charge. This situation has caused me financial distress, and I expect swift action from Campus Edge.

  Business response

  10/07/2024

  Thank you for taking the time to communicate to us why our service did not meet your expectations. The lease agreement for the replacement resident did not start until 10/7/2024, per your lease agreement, you are financially responsible until the start date of the replacement resident’s executed lease agreement. This is why rent for October was still due. You were also enrolled in auto payments, and this is why funds were withdrawn from your account. Auto payments do not automatically end once the lease ends, they must be stopped by the resident. The property does not have any control over stopping/cancelling auto payments nor have any control over choosing to withdraw funds. Access to your resident portal does not end once the lease agreement is taken over. Please let us know if you need help logging into your account. Now that the replacement resident has moved in, your account has been corrected and you will be receiving a refund for the prorated amount. 
  
  I apologize that the elevator not working affected you personally. Unfortunately, we dealt with very long lead times for the parts needed to repair the elevator. This was something out of our control and the control of our elevator company. We are happy to announce that the elevator has been fixed for a few weeks now.
  
  We have recently switched internet providers, and I will be sure to escalate the internet issues you reported to ensure that other residents are not facing the same issues.
  
  Please accept our sincerest apology for any inconvenience we have caused you. Again, we appreciate your feedback as it will as it will assist us to become better at what we do. If you have further questions or concerns regarding this matter, please email the property at TheArlie@AmericanCampus.com.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, my son ****** ****** lived at ******* 3100 in *******, Fl fall semester 2023 and spring 2024, hes moving now to Village at *************( an American Campus community as well), when we returned the keys at the ************* the day he moved out, I left the place 100 times cleaner than when we received it , I specifically asked them if someone needed to check it before we left and the answer was No. They charge me an extra $20 for electricity alleging that the whole unit exceeded the normal bill and that the $20 was his part of the bill , even though my son didnt lived there the last month I had to pay those $20 or they wouldnt accept the key to check out. You cant pay cash only through the portal and that cost me another $4.50 to use my debit card. Now a $10 fee for cleaning of the sink is showing on his portal and I need help because I think the company is taking advantage of the college students (and parents)Attached is a pic of when he moved in last year, to show the condition of the a/c filters, it was a continuous fight against roaches! If anything, Mercury owed me for all the insecticide and traps I had to buy so my son could have a relaxed night there! My son end up sleeping at a friends apartment 70% of the time in order to avoid encountering the bugs. Thanks for your help, I hope we have a better experience at the ************************ regards, ******* ***** image0.jpeg

  Business response

  10/14/2024

  The charge in question pertains to the cleaning of a sink in the bathroom that was found to be in an inappropriate condition upon Mr. ******** move-out. According to our move-out guide, all departing residents are required to leave their rooms and units in the same condition as when they moved in. Following the move-out period on July 26th, Mercury 3100 hired various vendors to conduct repairs, painting, and cleaning in each vacant bed space. Any damages or cleanliness issues identified during these inspections are charged back to the respective resident. During the inspection of Mr. Arjonas room, one of our staff members noted that the sink was dirty. As a result, a $10 fee was assessed to the account.
  
  We understand that disputes can arise, and we appreciate the opportunity to clarify the basis for this charge. If Mr. ****** has any further documentation or evidence to support his case, we are happy to review that information and come to a resolution.
  
  Thank you for your attention to this matter. Please feel free to reach out if you require any additional information.
  

  ******* *****, 

  Area Manager

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  American Campus Communities (ACC), specifically ****************, has submitted a bill to us charging for liability insurance that has been provided to them and they agreed in writing that it is acceptable, documented and approved. They put tickets in to reverse the charges but instead of correcting their error, they chose to lump it together as "July rent" and bill us for their error. Rent has always been paid in full on time. There is no rent due. There has been correspondence with *** monthly since March regarding this issue. They have emailed us and let us know that it would be corrected but unfortunately they chose to not correct the error and attempted to slide the fees in listing them differently thinking we would not notice. Furthermore, they placed charges stating there were damages to the apartment but to date have refused to review our dispute, which we filed with them in a timely manner according to their policy, and have not allowed us to present our video evidence of the condition of the apartment. We requested a meeting in person to discuss the matter and were denied that request. They also have not responded to our request for them to provide photos of their allegations. Due to these facts, along with the time and aggravation caused by *** refusing to discuss this matter, we are requesting that all charges listed on the accounts be immediately reversed to show a zero balance. We have sent an email to *** advising them of this complaint along with a timeline of all the emails associated with these charges. We have copies of all the emails and will gladly forward to you, the BBB, a copy of the email that was sent today advising them of our concerns. I can't upload the video because it is too large. *** has been advised of this and acknowledged that they know this.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On or about 9/12/2024, my daughter Jasmine was required to pay a move out fee for her apartment: The Arlie, ************ Unit 1248A Tenant - ******* ********* The fees included:$100 chair replacement (apparently $300 replacement value divided by 3 roomates)$13 for touch up painting of wall marks $11.67 for trash removal $25 debit card transaction fee.I'm taking exception with the $100 chair replacement fee.1) 2 room mates had cats and should have had a separate pet addendum as part of their lease agreement. The expense to replace the scratched chair should be their responsibility.2) My daughter and I signed an individual lease. Jasmine did not select her roommates; they were assigned by the Arlie staff.2) There were actually 4 room mates (at worst case the replacement cost should be divided by 4)

  Business response

  10/07/2024

  Thank you for taking the time to communicate your concerns. Your daughter’s account has been reviewed further by the onsite staff and it was found that the chair in question did not need a full replacement but rather a repair. The damage to the chair was also not caused by pet damage which is why it was charged to all residents. Your daughter will be receiving a refund check for the correction. If you have further questions or concerns regarding this matter, please email the property at TheArlie@AmericanCampus.com. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against U-pointe Kennesaw apartments (a furnished student living) regarding excessive move-out charges. They previously charged me $615 for replacements of a bathroom door and two barstools, but I was able to drop the door charges (now its $495) because I mentioned it was already damaged in my move-in condition form when I first moved in. but now the only charges left is the two bar stools. Before moving out, I received a charge sheet detailing the costs of replacing various items, including the barstools. The charge sheet indicated that the full price for one barstool is $125. However, I was charged $247.50 for half of a barstool (and I have to pay for two half's), as my previous roommate and I were responsible for the common areas. I believe this charge is excessive and does not accurately reflect the actual cost of replacing the damaged barstool. The general manager sent me pictures of the two barstools. While one barstool clearly needed to be replaced due to significant damage, the other barstool only had a tiny tear. Given the age and wear and tear of the furniture, it is reasonable to expect some minor damage, especially a small tear. I do not believe this minor damage warrants a replacement charge of $********* is completely unreasonable for the apartment complex to charge me and my roommate $247.50 for half of a barstool when the charge sheet states that the full price for one barstool is $125. Given that we are responsible for the common areas, we should only have to pay $62.50 for half of the barstool. I believe I am being scammed.I have attempted to resolve this issue with the apartment complex through multiple emails and correspondence, but they have refused to negotiate the charges. I believe I am being treated unfairly and would like to request your assistance in resolving this matter.I have attached photos of the barstools provided by the general manager, charge sheet and relevant emails to support my claims.

  Business response

  10/07/2024

  After reviewing the account, we agree that there is a discrepancy in the billing amount. Corrections will be made today, and the new balance is $125.00

  Customer response

  10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is *** **, and I am filing a complaint against Twelve at ********* regarding an unjustified cleaning fee of $85. I lived in unit W615, and my move-out date was August 18, 2024. Before moving out, I conducted a deep cleaning of the apartment, including the bathroom. However, I was later charged $85 for a "BATH FULL CLN," which the management claims was due to mold around the grouting.Based on Washington State law RCW 59.18.280, mold in bathrooms often falls under "ordinary wear and tear," particularly in a rainy city like ******* where high moisture levels can naturally lead to mold development. This should not justify a charge to the tenant, as mold in such environments is typically a result of regular use rather than negligence. Additionally, I requested documentation, including an invoice for this charge, as is required by law under RCW 59.18.280. However, management has stopped responding to my emails, and it has now been more than 30 days since my move-out date. As per RCW 59.18.280, landlords are required to provide a full and specific statement of the basis for retaining any deposit, along with any documentation, within 30 days of the termination of the rental agreement.The failure to provide this documentation within the required time frame, along with the unjustified nature of the charge, leads me to believe the fee is inappropriate. I am seeking the removal of this $85 charge and the assistance of the BBB in resolving this matter, as management is no longer responding to my inquiries.Thank you so much.

  Business response

  09/26/2024

  We understand this complaint was submitted on behalf of a previous resident that recently vacated due to the end of their lease term. The individual is stating that Twelve is withholding their security deposit in relation to the *** they stated, however, due to leasing specials and incentives, the security deposit fee was waived so there is no deposit on hand. Additionally, Twelve have been responding to disputes as quickly as possible and in the order they are received. The previous leaseholder submitted the dispute on 9/23/24 and was in communication with the ************* throughout the day. Management received the dispute to waive the charges on Tuesday 9/24/204 and approved the waiver on 9/26/2024. We will remain in contact with the individual as we finalize their account.

  Customer response

  09/27/2024

  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,
  
  *** **

*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. ↩