AvalonBay Communities, Inc.

August 10, 2015Dear [redacted]:I have received and reviewed the complaint submitted by [redacted] regarding his tenancy with eaves [redacted].I have reached out via phone to the leasing office at eaves [redacted] and spoke at length with CJ B[redacted], Senior Customer Service Manager. I shared [redacted]...

[redacted]’ concerns with him, and [redacted] is committed to working with [redacted] to address the issues he presented. [redacted] is fairly new to the community, however, he is committed to being [redacted] main point of contact at the community.Additionally, I left a voicemail message for [redacted] advising him of [redacted]’ name, title and contact information to help facilitate dialog between [redacted] and [redacted]. I also offered my name and phone number should [redacted] wish to address any issues beyond the scope of the leasing office.On behalf of AvalonBay and the eaves [redacted] community, I would like to thank [redacted] for his tenancy. We look forward to making his experience with us one that he enjoys.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Specialist

February 19, 2016Dear [redacted]:[redacted]'s aforementioned complaint has been received and reviewed by both myself and Ms. Christy T[redacted], Sales and Service Supervisor at [redacted].[redacted]’s sister did add both her and her friend's vehicles to the required list. Ms. T[redacted]...

advised that the cars were towed because they were parked in resident parking spaces and not in designated “Visitor' parking spaces. The fact that a car is on the required list, called Safe-List, does not preclude it from being towed if it is not parked in the appropriate space. The Safe-List procedures have been attached as reference.Residents of [redacted] are responsible for informing their guests of the parking rules at the community. As part of their lease agreement, all residents sign or initial a document outlining the Safe-List procedures referenced above. Additionally, they sign and date a parking addendum as part of their lease agreement. [redacted]’s sister signed the addendum on December 26, 2015. This document outlines the parking program at the community and applies to residents and guests. A copy of the addendum has been attached for your convenient review.Contrary to [redacted]'s assertion that signs are not posted, there is actually signage at both entrances to the community. I have attached a photo for your reference.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Support Specialist

October 6, 2015Dear [redacted]:In response to the aforementioned complaint made by [redacted], I have thoroughly researched his account at Avalon at [redacted].Since I was unable to locate written documentation to Substantiate the assessed damage charges, [redacted]'s account has been credited...

the full damage charge amount of $842.93. His security deposit of $250.00 will be refunded to him, minus $51.79 in unpaid utility charges. The total refund [redacted] can expect is $198,2l. A financial breakdown has been attached for your convenient perusal,The refund check will be sent to [redacted] at the forwarding address on file for receipt no later than the end of this week.On behalf of AvalonBay, I would like to thank [redacted] for his tenancy with Avalon at [redacted] and offer my apologies for any inconvenience this situation has caused.Please feel free to contact me directly with any questions,Yours truly,Michele B.Loss Mitigation Specialist

From: <[email protected]>Date: Wed, Jun 10, 2015 at 11:24 AMSubject: Carol Cole - Complaint #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hello [redacted],I would like to submit the attached as a response to a closed complaint. Please feel free to contact me with any...

questions or concerns.Thank you in advance for your assistance!Michele B[redacted]Loss Mitigation Specialist IICustomer Care Center[redacted]Virginia Beach, VA [redacted]Phone:###-###-####Fax:###-###-####[email protected]

The aforementioned complaint filed by Mr. [redacted] has been reviewed by myself and Ms. Christine [redacted], General Manager of Avalon at [redacted].The photographs and documentation from the final walkthrough have been reviewed and I can confirm that the carpet replacement was justified. There were...

stains evident in each room of the apartment, and much of the staining was such that the integrity of the carpet was compromised by ch[redacted]ng the dye of the carpet. Steam cleaning would not have salvaged it. This determination was made by the carpet cleaning vendor who was present during the final inspection with our maintenance team.With regard to the cost of the carpet replacement, Mr. [redacted] was actually charged $855.23, not $1,209.37 as quoted in his complaint. His total damage charges were $980.23 and included an apartment cleaning charge of $125.00.On behalf of Avalon at [redacted], we would like to thank Mr. [redacted] for his tenancy and wish he and his family a safe and happy holiday season.Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist AvalonBay Customer Care Center [redacted] Virginia Beach, VA 23452 Phone: ###-###-#### Email: [redacted]

October 28, 2015Dear [redacted]:I have reviewed [redacted]’s complaint with Ms. Sheanna C[redacted], Customer Service Supervisor at Avalon Grosvenor Station.[redacted] is correct in his assertion that “some stains” were documented to be on the carpet at move-in. However, these stains were only found in...

the living room. At move out, the carpet in the entire apartment was in need of cleaning, including the dining room and both bedrooms. This is documented on the Move In-Move Out Checklist, a copy of which is attached.As outlined in the lease agreement [redacted] signed on August 11, 2014, it is the responsibility of the resident to bring the apartment back to the condition it was in at move in, minus ordinary wear and tear. This includes the carpet being cleaned. Therefore, we respectfully deny [redacted]’s request for a refund totaling $103.77.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Specialist

June 22, 2016Dear [redacted]’s aforementioned complaint has been reviewed in its entirety by myself and the community staff of Avalon Vista.The issue with the smell of food entering [redacted]’s apartment has been well-documented and extensively researched by the leasing office staff...

and **. Brian S[redacted], Maintenance Supervisor at Avalon Vista. Contrary to [redacted]’s assertion that the community management has done nothing to remedy the situation, numerous steps were taken to make [redacted] and her family more comfortable in their apartment home. At the onset of the complaint in January of this year, the maintenance staff confirmed that the vents inside the [redacted]’s apartment are not associated with any other apartments, but lead to the roof. [redacted]’s apartment was inspected and no discernable smell was detected.Issues reaching [redacted]’s husband hindered further progress for a few weeks, as virtually all of the communication has been with him regarding this situation. In early March, four apartments adjacent to [redacted]’s were inspected, and one was determined to be producing strong cooking odor. On March 8, 2016 an extension to that neighbor’s vent pipe was added which allowed the cooking odors to be redirected away from [redacted]’s vents. Additionally, Brian and Zack E[redacted], the Portfolio Maintenance Director who oversees Avalon Vista, sprayed a citrus bomb in the adjacent unit near all vents and openings. This very distinct citrus smell would have been detected had there been any breaches. The test came back negative, and no smells were present in [redacted]’s unit during or after the performance of the scent test. The leasing office checked in with **. [redacted] on March 11, 2016 and again on March 16, 2016 and both times no odors were reported.On the morning of March 21, 2016, **. [redacted] reported to Brian that he smelled garlic in his apartment. Brian and Hanna, Community Supervisor, went to the apartment within fifteen minutes and smelled only a faint odor. Thirty minutes later Brian went onto the roof and reported that the only smells he noticed seemed to come from the restaurant next door as they begin cooking between 9-10:00am. This was corroborated by the construction manager Brian asked to review the performance of the vent pipe extension, all of the original vents, and the building plans.On April 12, 2016, Brian sealed all escutcheons and vent boxes in both the [redacted]’s apartment and that of his neighbor. On April 21, 2016, **. [redacted] reported the smell of his neighbor’s cooking in his apartment. Brian inspected **. [redacted]’s apartment, concurred that he smelled it as well, and confirmed that the neighbor was, in fact, cooking at that time. Brian followed up with **. [redacted] on April 22, 2016 to advise that he was consulting another contractor to assist with troubleshooting the issue. Brian researched available contractors and asked Darren from the AvalonBay construction team to perform an inspection. This was scheduled for May 2, 2016.Brian spoke with **. [redacted] on May 2, 2016 to advise that Darren needed to reschedule for either May 5, 2016 or May 6, 2016 and requested the date that worked best for **. [redacted]. **. [redacted] advised that he would call the office to inform them of the date most convenient for him, however, a call was never received and on May 10, 2016 the work order was cancelled.To ensure that due diligence was done, Darren came out to inspect the building plans and the [redacted]’s apartment on June 3, 2016. He determined that the smell is more likely from the restaurants behind the community. Hanna advised **. [redacted] that the building and apartment are properly constructed to code and plan and no further action would be taken with regard to this request.In addition to consulting with numerous contractors, Hanna also consulted with our attorney to ensure that we were doing all that we could to assist the [redacted]’s. Hanna was assured that the leasing and maintenance offices did everything that they could to remedy the situation. The attorney reminded us that the [redacted]’s neighbors have a right to cook whatever they wish, so long as they are not negligent in their cooking practices, such as leaving food cooking on the stove unattended.The [redacted]’s had originally preferred a different apartment, but it was unavailable due to a construction delay. They were given the option to wait until the original apartment was complete, or take their current apartment. This apartment was specifically chosen by the [redacted]’s and is located in very close proximity to two restaurants, both of which were in business prior to the [redacted]’s moving in to their apartment.However, nowhere in the documentation and correspondence regarding their account is there any reference to [redacted]’s son having any food allergies, let alone any severe anaphylactic food allergies. Had the [redacted]’s expressed a concern for their son’s health to the leasing office staff, the leasing office could have presented options to them to help mitigate the risk of an allergic reaction.Further, the [redacted]’s lease was recently scheduled for renewal. Had they chosen to leave the community or transfer to another apartment within the community, their 30-day intent to vacate notice was due no later than May 17, 2016. The leasing office has made numerous attempts to contact them to discuss their intention, to no avail. The [redacted]’s recently vacated their apartment.AvalonBay takes the health and well-being of its residents seriously and has done everything within reason to accommodate [redacted] and her family. On behalf of AvalonBay and Avalon Vista, we wish [redacted] and her family the best of luck in their future endeavors.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Support Specialist Thanks,Michele

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The letter submitted by Michele B[redacted] on behalf of AvalonBay Communities implies that they need to verify my contact information.  However, the e-mail address that I provided to the Revdex.com in this case is the same one that I used during my tenancy at the Avalon property and in all of my subsequent electronic communications with the company.  Moreover, I have provided my French mailing address to their various offices on multiple occasions prior to and since the end of my tenancy.  I received two e-mails at the address I provided (to the Revdex.com and Avalon) from Avalon’s Customer Care Center on April 10 and 14, 2015 in response to my mother’s inquiries on my behalf at the company’s corporate headquarters.  Avalon then mailed me a check at my address in France for only $458.77 of the $3289 that is due back to me without any explanation as required per California law.  Therefore, they should not use the excuse that they "do not have my contact information" as a reason for not resolving the issues noted in my complaint.
Avalon’s explanation of the situation was that they issued me a refund in November 2014 (within the required 21 day period), but that they did not have my new address on file and so they mailed it to my last address on record.  However, I provided them with my new address in France prior to moving out and set up mail forwarding.  I did not have any issues receiving mail from other companies with whom I did business in the US.  Avalon has been unwilling and/or unable to provide any proof of issuing such payment.  Even if they did issue a check in November, they failed to respond when I contacted them in writing in December and January regarding their failure to refund my security deposit and extra rent paid.
In addition, I have already made numerous contacts to multiple locations and divisions of AvalonBay Communities over the course of the past ten months in an attempt to resolve this fairly straightforward administrative matter.  Unfortunately, Avalon has been largely unresponsive and chosen not to adhere to California law.  From the extensive research that I have done, I have found that Avalon is in the business of providing dividends to its shareholders, not providing proper housing to their tenants, and keeping security deposits and demanding excess funds is just their way of doing business.  I thought it would be helpful to enlist the aid of a neutral third party such as the Revdex.com, as it has been very helpful in amicably resolving other commercial disputes that I have had in the past.  
You may inform Avalon that the contact information that I provided to them is still correct (and is the same information that I provided to you).  If they would like to resolve this matter quickly and amicably per the terms noted in my original complaint, then they may feel free to contact me.  Otherwise, I feel I have no recourse other than to pursue the matter via other legal channels.
Thank you for your assistance in facilitating the resolution of this matter.
Regards,
[redacted]

January 11, 2016Dear [redacted]’ aforementioned complaint has been received and reviewed by both myself and [redacted] of our Customer Experience Team.Our rent refund policy requires that all payments clear their respective banks before we are able to process a refund via check....

This process normally takes approximately 14 business days, and ensures that all funds used as payment are available and will not be returned as nonsufficient.On behalf of AvalonBay, I would like to apologize for any inconvenience this has caused [redacted], and thank her for her tenancy with Avalon at Arlington Square. We’re happy that she and her roommates have chosen to renew their lease and wish them all a happy 2016.Please feel free to contact me directly with any questions.Yours truly,Michele B.Loss Mitigation Support Specialist

March 11, 2016Dear [redacted]’s complaint has been reviewed by our Utility team here at the Customer Care Center, the management team at eaves Gaithersburg and our contact at [redacted].It appears that [redacted]’s electric meter readings have been swapped with one of the neighboring...

units in [redacted]’s building. As a result, [redacted] was, in fact, overcharged as she stated in her complaint.[redacted] will be issued a credit to her account with the next two (2) weeks which will reflect her true usage for the last 12 months. A representative of the eaves Gaithersburg management team will be in touch with her within the next day or so to discuss the details of the credit.On behalf of AvalonBay, please extend my apologies to [redacted] for the inconvenience this situation has caused.Please feel free to contact me directly with any questions.Yours truly,Michele BLoss Mitigation Support Specialist

November 5, 2015Dear [redacted]:[redacted]’s rejection of my initial response has been received and his account reviewed in detail.A credit of $31.25 was applied to [redacted]’s account on October 8, 2015, leaving a balance due of $72.52. That balance was paid by [redacted] on October 9, 2015.I have taken the liberty of discussing [redacted]’s refund request with Ms. Kelly S[redacted], Senior Community Manager of Avalon at Grosvenor Station. She and I agree that [redacted] is due a refund of $72.52.Once approved by [redacted], I will expedite the processing and mailing of the refund to the address listed on his initial complaint.Please feel free to contact me directly with any questions.Yours truly,Michele B. Loss Mitigation Specialist

Check Message tab.I am in receipt of the aforementioned complaint from [redacted] and have researched her account thoroughly. [redacted] alerted us of an issue with a $1,672.91 draft from her bank account on May 5, 2015 via a phone call. She provided a copy of her bank statement confirming...

the draft on May 6, 2015. During a conversation with one of our customer service associates in that two day timeframe, [redacted] was advised that the funds would be placed back into her account when the payment came back as nonsufficient funds. On May 12, 2015, [redacted] called to inquire about the status of the refund as it was her understanding that we would be sending her a refund check. Apparently, the funds were not returned as non sufficient, therefore, her bank account was not credited as anticipated. We immediately began the process of issuing [redacted] a refund check for the full amount of the bank draft. A check for $1,672.91 was cut on May 14, 2015 and delivered to [redacted] on May 15, 2015 via UPS Next Day Air. [redacted] cashed the check on May 18, 2015. On behalf of AvalonBay, I would like to extend my sincere apologies for the inconvenience this situation has caused [redacted]. Please feel free to contact me directly with any question or concern.Sincerely,Michele B[redacted] Loss Mitigation Specialist II

The aforementioned complaint filed by [redacted] has been reviewed by myself and Ms. Andrea O[redacted], Sales and Service Supervisor at Avalon [redacted]’s account has been reviewed in its entirety, beginning with the lease agreement. I can assure [redacted] that although the lease...

agreement was not signed by the Community Manager, Nicole T[redacted], it is a legally binding agreement as it was signed by the Sales and Service Supervisor of Avalon [redacted], Andrea O[redacted]. Like Ms. T[redacted], Ms. O[redacted] is an authorized agent of Avalon [redacted].The fact that [redacted] did not have to provide a security deposit was not a violation of her rights but merely an incentive offered to prospective residents. The Clean Sweep option is provided to all residents prior to move out, regardless of their reason for vacating. On the Intent to Vacate form she completed on March 22, 2016, [redacted] indicated that her reasons for leaving were twofold: Relocation Job/Moving Out of Area and Unhappy with Community. AvalonBay community management does not retaliate against residents for sharing their personal perspectives. Rather the feedback is utilized to improve the community.As evidenced by the attached Clean Sweep form, [redacted] chose to opt into the Clean Sweep option by checking “yes” and signing and dating the form. Additionally, she had the option to be present at the preliminary inspection scheduled on May 11, 2016.The $350.00 Common Area/Amenities fee is charged one time annually for the use of the common areas and amenities at the Community. It covers the full term of the lease agreement, is non- refundable and is not a deposit. It was addressed in section 12.a. of her lease agreement. Unfortunately, [redacted] and the residents of Avalon [redacted] experienced water outages due to a water main break on the property. As requested, the fire hydrant near her building was flushed out twice as were the pipes in her building to ensure the water ran clear. We are sorry for the inconvenience this issue caused. We are also sorry that a small number of [redacted]’s neighbors diminished her experience at Avalon [redacted] due to their inability to properly care for their dogs waste. I hope that the leasing office management was able to speak with [redacted] during their attempts to contact her in late February 2016. As a customer service gesture, Avalon [redacted] has credited [redacted]’s account for the Clean Sweep charge of $225.00. This credit brings [redacted]’s account balance to zero. On behalf of Avalon [redacted], I would like to thank [redacted] for her residency and wish her the best in her future endeavors. Please feel free to contact me directly with any questions.Yours truly,Michele B[redacted] Loss Mitigation Support Specialist

This place is a complete sham.
When we moved in they charged us $600 in a one-time pet fee. They then charged us $60 a month per pet (so $120 with our cat and dog) to even have the animals. All of this was fine until we told them we were moving out. They JACKED our rent up from $1700 a month to $3200 to extend it by 3 months because "that's what the market called for." Then, after we moved out, they charged us $900 for a new carpet because they took a blacklight to it and said it was dog pee. Did they take a blacklight to it before we moved in? No, so they can't prove anything. We reached out to EVERYONE at Avalon and no one has called us back. This has been the worst experience - and then they had the nerve to ask us to refer people! Are you kidding?!

My experience with this business was horrible. They have terrible business ethics and purposefully mislead/steal from potential tenants. The leasing agent I toured the property with lied to me about the costs. When I read the paperwork I was given in detail I learned the true cost of renting - lots of fine print. I cancelled the process but was told I was unable to get the security deposit (cash) back since they didnt have a record of payment. (Luckily, since I had my receipt to prove payment I now have been reimbursed ). I then contacted the supervisor who told me I was lying about the incident. When asked to resolve these practices they hand you off to a subdivision of the office. The customer complaints department is an email address that no one relplies to. When asked to provide a contact phone number to a corporate customer relations department I was told that they dont have one. Later I found the phone number on their website.

In looking for an apartment rental I liked Avalon Tysons. I looked at a 12-m lease for $2555 and also the 6-month short-term lease for $3280. Due to my personal situation, I opted for the short term lease. As my lease was expiring, I wanted to renew for a 12month period, but found it cost prohibitive. The new 12-month lease offered to me was $3521- which is more in line with the short term rental, versus a full year rental. I was shocked at the nearly 40% increase over the $2555 12month option offered when I moved in a few months ago in June 2015. I checked my paperwork and notes from and also the current website listings, and I see not other Townhouses at Avalon Tysons listed for $3500+ for a 12 month lease. In fact, the highest listing that I found for a 12month lease is $2600. Avalon is a nice and safe property, but the rate increase is too much and it hardly seems fair.

The leasing agents at this location will tell you anything to get you to purchase. The woman we dealt with told us we would get a month free rent and she would forgo the application fees. We put a deposit down and then later discovered the "month free rent" starts on the day you apply. So by the time you move in you already used your "signup bonus." What a terrible business practice.

Review: I went to apply for an apartment at this community. Before I can fully process and complete all of my paperwork/on-going move in applications, I guess my security deposit was mailed to the central office. During this time, I no longer was interested in this apartment and was told that my check (my personal check that I gave to them) will be mailed back to me. Now a week later after the agent assured me that my apartment has been canceled my check was cashed and I now have to wait 30 days for them to process a check that should never have went to the central office until all of my paper work was fully completed. I then had to call numerous individuals in order to see what is going on and when I should expect a check from them. This whole process has been extremely frustrating and they offer no help or assistance in making sure my matter is resolved. I would like this matter to be looked into and have their processes evaluated. Because my check should not have been sent off without completion of application and me signing a lease. I did not even get a chance to sign a lease before they sent my check off. I am very unhappy about this matter.Desired Settlement: I would like to get my refund check. The central office told me they will process my check on one date and the home office told me they will process my check another date. I would just like my refund so that I can move on from this matter.

Business

Response:

May 19, 2014Dear [redacted],I am in receipt of your letter dated May , 2014 requesting the full return of [redacted]s security deposit. Please know that AvalonBay Communities makes every to advise all applicants of all processes when applying for an apartment home at AvalonBay Communitics. These terms were outlined in the signed application agreement. Once the application was signed and AvalonBay received the funds, all processes began.Our records show your final statement was processed and mailed with your full refund $750,00 on April , 2014. After further research, our system shows the check in the amount of $750.00 was cashed and paid on April 14, 2014. Should you have any further questions, please feel free to contact me directly,Sincerely,

Review: I am looking for a place to live right now. I thought that Avalon was a nice community. I applied online for a lease approval. Myself and my girlfriend were approved almost instantly. When I called into the [redacted] office to find out more information the lady told me that I must put down a deposit within 24 hours or we would lose our apartment and have to pay another $96 per application fee. Between my girlfriend and I it was almost $200 so I told the lady I would be sure to put the deposit down to hold the place until I reviewed the lease.

It took the office 2 days to get the lease agreement to me. After reviewing the lease I was not in agreement with it. I never signed it. I read reviews on the community to learn that there had been (what I see as) poor business practices. I had my girlfriend go to avalon [redacted] in person to let them know we were not moving forward. They told me that I had to "pay $48 a day as a fee to hold the place". They never gave a receipt. I had to have my girlfriend handwrite a letter stating we didn't want the place and have the lady at Avalon sign and date it in order to prevent them taking anymore money from me for a place I never signed an agreement to live. On top of it all...I had to put the money down within 24 hours via transfer from my checking and I am told we have to wait 4-6 weeks for my deposit back. This leaves me with no money to put down on another place which can result in a very bad situation for myself and my girlfriend. I think that these practices are very poor.Desired Settlement: I followed the practices of Avalon to put a deposit down within 24 hours. Please give me my money back in full within 24 hours.

I moved out of one of there communities after 3 years. worst experience ever. Now all I get is harassment calls from them and a collection agency for bogus charges. DON'T LEASE FROM THIS COMPANY. YOU WILL HAVE a HORRIBLE EXPERIENCE. I should also mention that a neighbor of mine all has the same issue with them as well. I also paid a premium to have a private parking space that the Avalon employees would park in all the time and it was impossible to get them to move out of my spot and stop parking there.