ComplaintsforAmerican Campus Communities

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Moved out in may and turned my key in May 2024. Around September 13th 2024 I got a bill in the mail from UPointe claiming I owe $400 in damages for a towel bar and a damaged couch in the common area. Despite me turning my key in and losing access to my room in May when everything was perfect. I tried contacting them and they just dismissed any reasoning I tried to give.

  Business response

  09/27/2024

  Residents are given a Unit Condition Form upon move in to indicate if there are damages upon move in. Any damages not noted on the form are billed back at the end of the lease term. While residents may move out early,according to the lease contract, they are responsible for the condition of the unit until the lease term end. Residents who share a common space are billed back equally for any charges issued at the end of the lease

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today 9/14/2024, I was given notice that my Campustown account was charged a $200 fee for unspecified charges regarding a move out from one of their apartments in ****, *****I called their office and was told that they could not provide me with any specific details as to why I was being charged. They could only say that there was a bag left andpaint. Having been a target of another rental companys scam in ****, I made sure to have documentation of my move out. I made sure to have proof that the apartment was empty and Im pristine condition. I also had a witness as I moved out who can attest to these facts.Campustown takes advantage of college students by falsely charging for damages and other fees that are not based in reality. They assume these charges will be paid without question. Or they assume that if questioned, their former renters will not be able to provide proof. They should be criminally charged. There also needs to be a class action lawsuit against them for these unscrupulous and illegal practices.

  Business response

  09/16/2024

  Property management received a written dispute and a service ticket for review was placed two days ago on 9/14/2024.  Due to the weekend, the dispute has not been reviewed by the Resident Account Specialist assigned to the service ticket.  To expedite this complaint, I reviewed the charges and photos associated with the move-out damages.  The paint fee was assessed due to command strip hooks and adhesive tape left on the walls; however, an incorrect $150 amount posted in error instead of $15.  The $50 trash removal fee was due to several items left behind in the unit.  Regardless, we will remove both charges to bring your account balance to $0.  Please allow 2-3 business days for the credit to post.
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: AUGUST 14, 2024 have not paid cleaning and damage fees Amount of money owed: $173.02 Nature of dispute: upon arrival the unit was filthy, every vent caked in dust, vents filled with mold, cockroaches everywhere, unit falling apart, appliances from decades ago, shower tubs caving in, lost hot water frequently, washing machine has to run 3 times to dry clothes, unhelpful staff. This property is not just poorly managedit's a health hazard. Upon arrival, we were greeted by roaches, bugs, and black mold in nearly every vent, rendering the unit unsanitary and unsafe. Despite our efforts to bring these issues to management's attention, they only took us seriously after we involved our parents. Even then, the "solution" was a farcethey sprayed ***** over the mold, leaving us with dead black mold falling onto my face in bed. We had to perform our own deep cleaning since the so-called professional cleaning job was laughable.The unit itself was falling apartsevere structural damage and water issues that we practically had to beg them to address. And dont be fooled by claims of a "gated community"; the gate is perpetually broken. To top it off, they had the audacity to charge us $300 for "damages" upon move-out, including an absurd $132 for painting a bed frame, despite us leaving the unit in far better condition than we found it.The fact that this company thinks its okay to charge us that much money when we were living in those conditions. We have multiple work order requests showing the terrible living conditions we were in. The business has not tried to resolve the problem. We have had issues with this apartment complex in the past never taking us seriously. So this is my last resort. The issue does not involve advertising.

  Business response

  09/10/2024

  *******,
  
  According to your lease agreement, you moved into the complex August of 2022. Looking through the work order records,we only received 1 work order relating to the below-mentioned concerns. That work order was for an issue with the lint trap in the dryer and it was completed within 24 hours of it being opened. No work orders were submitted for your water heater, pest control, tub resurfacing, or duct cleaning.
  
  I apologize if your unit was not up to your standards upon your move-in. However, we do not have any record of these concerns within our property inbox or on your resident portal. All residents are provided with a Unit Condition Form via their Resident Portal upon move-in.The Unit Condition form is critical for communicating any concerns you may have at the time of move-in, so that it can be referred to at the time of move-out.Our records indicate that no Unit Condition Form was completed for your unit.
  
  Regarding damage fees, our records do not indicate you received $300 for damages, nor do they indicate you received a $132 for painting a bed frame charge. We do not show any furniture related charges were issued. All charges were related to cleaning/improper removal of personal items and drywall damage. A total of $138.02 in cleaning/improper removal of personal items & $35 for drywall damage.
  
  Lastly, September 5th was your first and only attempt to discuss these charges, to which we provided you with instructions on how to appropriately dispute any charges you felt were improperly assessed. Upon the submittal of your dispute, you would have received a message back stating, Your dispute has been documented and is currently being researched by a Resident Account Specialist. Please expect an update regarding the status of your dispute within 7-10 business days. As indicated, an Account Specialist has reached out about the dispute. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *************************************, and I reside in ********************, ***********. Fl. I am reaching out today to bring to your attention the current situation with our Air Conditioning Unit. We have lived here for over a year, and while the experience has been overwhelmingly positive, our AC has not worked since we moved in. Despite numerous service requests and multiple "fixes" our AC has been unable to provide air to our apartment. Because of this my roommates and I have had to purchase portable AC units in order to live in our apartments. This has also caused our electric bill to be unreasonably high and we have been forced to cover the cost of both of these expenses (Over $1,000 total). Please let this serve as written notice within our Lease Agreement, American Campus clearly states "We will act with reasonable diligence in making necessary repairs and reconnections" and I believe due to the length of the issue and the overall importance of proper AC within 100-degree weather, a reasonable repair would be replacing the current AC unit. Additionally, I believe we should be entitled to some sort of compensation to be remedied for our troubles with our unit.I have previously sent this email to the management staff and have heard no response. The maintenance technician stated we needed a new compressor. I believe financial compensation and a new AC unit would solve this issue.

  Business response

  09/10/2024

  Dear *********,

  
  Thank you for bringing this matter to our attention. We apologize for the disappointing experience you have had and am eager to ensure a proper resolution. We know that move in can be a stressful time and we strive to ensure a happy and comfortable experience. As of Friday 9/6/24, the ** components leading to the failure have been fully replaced and there should be no additional issues moving forward, however, if and additional issues do arise Stadium Centre will perform a full system replacement to ensure resident satisfaction. In addition to this, we have been in touch with the residents in this unit regarding other specific requests and have come to an amicable resolution. While I am glad that we were able to fully resolve the current issues, if there are any further issues please do not hesitate to reach out to the property and we would be happy to serve you. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied for a premium bedroom but was provided with a room the same size as a deluxe, despite being charged for a premium unit. After bringing this discrepancy to the attention of a manager, we compared the units and found a substantial difference. The manager acknowledged that the room I was given was smaller than the model shown, which was indeed larger and intended to represent a premium bedroom. As compensation for the inconvenience, I was offered a $50 gift card but was informed that my rent would not be adjusted to reflect the actual cost of a deluxe unit, which, according to their website, would have been about $10 less per month. Additionally, I was told that to move into a unit with a premium bedroom closer to the advertised size, I would be placed on a high-priority list but would still be required to pay a transfer fee. Alternatively, if I wished to sublet the unit, I would need to pay a $300 fee. It was noted in my account that the bedroom provided is indeed the size of a deluxe.

  Business response

  08/28/2024

  Hi ********,
  
  While our lease and floorplans do state that square footage is variable per unit, we do understand the discrepancy is frustrating. We will provide an additional $70 gift card to account for the price difference in the deluxe and standard bedrooms. In addition, I've noted in your account that we will waive any relet and/or transfer fees related to this issue if either of those options come to fruition. Please contact the office with any further questions.

  Customer response

  08/29/2024

  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

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son signed a lease last school year with The Retreat in **********- all was well and he moved out July 31, 2024. This past spring he was considering living at The Retreat again but his roommates were indecisive causing multiple changes in plans (which is not uncommon for college students). My son started an application in March 2024 and then was able to cancel somehow. He again signed another renewal in April but decided again he would not stay. As the guarantor, I never signed the renewal. He called the local office April 2024 and asked if the guarantor had not signed yet was the application complete. The local representative told him since the guarantor had not signed that the lease would not be complete and would eventually just expire. Based on this information that was given, he signed a lease with another apartment thinking he was not bound to The Retreat. I as the guarantor believed this as well based on the emails I received from The Retreat. I received up to 10 emails stating that the lease still needed a signature for completion up until the last week of July 2024 - here is the example "We're so excited that you've chosen to renew your lease at The Retreat! In order to secure your space, please review and electronically sign the enclosed Renewal Agreement to secure priority placement." Based on this email, I believed what the local representative told my son. I was shocked when we received a bill. As a guarantor, I find it unethical and deceiving to not receive some kind of confirmation that the lease was completed back in April 2024. My complaint is (1) the local office gives inaccurate information and is not held accountable (2) all parties should be provided with clear communication every step of the way. The majority of these tenants' payments are supported by a guarantor and thus should included in all communication. I understand that likely this company will not budge on removing this lease as BBB and Yelp are littered with similar complaints.

  Business response

  08/28/2024

  During the renewal process The Retreat requires the residents to complete a renewal application online in order to be sent a renewal lease agreement to sign. An application is not binding and can be canceled but signing a legal binding lease agreement is binding and cannot be canceled. ***************** completed an application on March 12, 2024 at 10:29pm.His renewal lease was sent on April 1, 2024 at 3:49pm and was delivered on April 1, 2024 at 4:15pm. ****** signed the renewal lease agreement on April ****** at 4:21pm. 
  
  Per the renewal lease agreement it states the following "Resident and Guarantor acknowledge and agree that they have carefully read and understand this amendment and that they acknowledge that this amendment constitutes a binding and enforceable contract between landlord,resident and guarantor so long as signed by either resident or guarantor.In addition, guarantor acknowledges and agrees that the guaranty agreement attached to the lease agreement as an exhibit is in full force and effect and guarantees the lease agreement as modified and amended by this amendment, and guarantor and resident agree to be bound thereby. It is the intention of all parties to this renewal and amendment of lease agreement that the provisions of this renewal and amendment of lease agreement, its terms, and addendums, shall be enforced subject to the fullest extent permissible under applicable law". 
  
  Therefore Baylor ***** is upheld to the renewal lease agreement from 8/1/24-7/31/24 and the only way out of this lease would be to go through the relet process. 
  

  Customer response

  08/28/2024

  Complaint: 22160826
  
  I am rejecting this response because: I did not receive any response to the question that was posed. I as the guarantor never received a notice that the lease was confirmed. Per my email that I received from The Retreat (I attached a copy), the lease was not confirmed and still required a signature to be taken off the reserve list. Why did I receive this email July 30 that the renewal was still pending? This is an unethical practice.
  
  Regards,
  
  ***********************

  Business response

  09/03/2024

  *************** received a reminder email because we had not at that time received her signature on the renewal lease agreement. However per the lease agreement that ****** signed we only require 1 signature whether that is from the resident or the guarantor for the renewal lease agreement to be binding. Since ****** signed the renewal lease agreement on April 1, 2024 at 4:21pm the lease is binding.  The lease was executed by the General Manager on July 25, 2024.
  
  Please see below the section of the lease that states that we only require one signature for the renewal lease to be binding: "Resident and Guarantor acknowledge and agree that they have carefully read and understand this amendment and that they acknowledge that this amendment constitutes a binding and enforceable contract between landlord, resident and guarantor so long as signed by either resident or guarantor. In addition, guarantor acknowledges and agrees that the guaranty agreement attached to the lease agreement as an exhibit is in full force and effect and guarantees the lease agreement as modified and amended by this amendment, and guarantor and resident agree to be bound thereby. It is the intention of all parties to this renewal and amendment of lease agreement that the provisions of this renewal and amendment of lease agreement, its terms, and addendums, shall be enforced subject to the fullest extent permissible under applicable law". 

  Customer response

  09/04/2024

  Complaint: 22160826
  
  I am rejecting this response because:

  
  I was not asking for you to repeat in both emails what was stated in the lease. The purpose of my complaint was to point out that your company provided incorrect (local representative) and poor communication to the involved parties. What I still don't understand nor do I think is ethical business practice is how the guarantor is notified of updates to the account. In fact there is NO communication to the guarantor. If only one signature is required, then an email should be sent to both parties notifying that the lease is completed and confirmed and no further action is needed when one signature is obtained. If I had received that email on the date my son signed, we would not be in this position. We are a trusting family and were taken advantage of by the poor practices of your business. Additionally your local staff gave out incorrect information and the company takes no accountability for this. The staff reported to my son that the lease was indeed not complete. On the one hand the lease states that only one signature is needed, however you don't believe that the guarantor should receive any type of notice. You are a company that focuses on college student housing. My guess is that the majority of these leases are paid/ supported by parents. My hope is that you will review your practices and update all communication to the student as well as the guarantor. 

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

  Customer response

  09/04/2024

  Complaint: 22160826
  
  I am rejecting this response because:

  
  I was not asking for you to repeat in both emails what was stated in the lease. The purpose of my complaint was to point out that your company provided incorrect (local representative) and poor communication to the involved parties. What I still don't understand nor do I think is ethical business practice is how the guarantor is notified of updates to the account. In fact there is NO communication to the guarantor. If only one signature is required, then an email should be sent to both parties notifying that the lease is completed and confirmed and no further action is needed when one signature is obtained. If I had received that email on the date my son signed, we would not be in this position. We are a trusting family and were taken advantage of by the poor practices of your business. Additionally your local staff gave out incorrect information and the company takes no accountability for this. The staff reported to my son that the lease was indeed not complete. On the one hand the lease states that only one signature is needed, however you don't believe that the guarantor should receive any type of notice. You are a company that focuses on college student housing. My guess is that the majority of these leases are paid/ supported by parents. My hope is that you will review your practices and update all communication to the student as well as the guarantor. 

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

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im being held legally financially responsible for rent for a room unit that I was told I do not qualify for financially. I was told if I make 3x the monthly rent I qualify. They allow people to sign leases without giving applicants the income formula they use to make sure you qualify to live there. And instead of doing a normal background check they take the applicant word and still charge them even when I told my income wasnt enough. I asked to relet the room but they told me its my responsibility to find someone to replace me and go through a lengthy process. Im sure there is a waiting list but they are not willing to help me find someone who will takeover the lease. I dont understand how Im still obligated to pay rent for a place that told me my income wasnt enough to stay there and not give me the proper tools to verify my income prior to pushing me to sign a lease prior to checking my income.

  Business response

  08/28/2024

  Rental qualifications are outlined in the lease agreement and state that an applicant must provide proof of income within 10 days of signing the lease. If the applicant does not qualify to be a self guarantor, applicant must have a guarantor sign the Guaranty Agreement OR can pay the first and last months rental installment up front. If **** chooses to relet her room, then according to the lease agreement, she is solely responsible to find someone to take her space. Lease Terms are outlined in the lease agreement. Each page of the lease agreement requires an initial as understood prior to executing the lease agreement. At this time, management is also attempting to assist in the relet process.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2023 my daughter and I secured a lease with U Pointe/ American Campus because of the housing shortage for upper classman on *************************. We paid the lease for the entire year with no issues. My daughter ran into the issue of being on the waiting list again for the upcoming Fall 2024. In June of 2024, my daughter was selected as a resident assistant and would have to move back on campus. We contacted the manager informing her that we would have to break the lease. Initially we were not informed that we would have to go online to request to relet my daughters 2x2 apartment. We spoke with several different individuals. After the 4th conversation, we were informed that we would have to find someone to take over the lease. We were surprised because we articulated to the manager that it is not fair to the consumer or the resident that is trying to re-lease their apartment because the American campus staff do not inform a perspective client that is requesting a 2x2 apartment of residents that are trying to relet their apartments especially when the website is displaying that there is no 2x2s available. My daughter and I have tried every option to post the availability on social media but have had no success. I then recently spoke with the leasing manager asking what other options that could help us and was informed that the burden is on us and that since they still have our contract they will not assist us with obtaining someone to take over our lease. This is poor customer service especially when there are inquiries for the 2x2. I asked if I would have to stand outside of the building to solicit a replacement. The manager told me that we could do so. We just feel that no one should have to go through these extremes to break a lease that we gave early notice. Thank you ************************************* ************************************************************* ********************** ************ Request lease termination and refund for August 2024 !!!

  Business response

  08/19/2024

  Lease agreements are a legally binding contract and the contract outlines that the lease cannot be canceled and does not have a buyout option.The lease can only be canceled by finding someone to take it over. Due to our availability and the floorplan that *** is in, we were able to assist in finding someone to take over Mias lease. The contract will be cancelled, and she will be refunded her August payment.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I renewed my lease without expecting to I graduate early. However, I completed my studies over the summer, leaving me with a lease I no longer needed. They told me the only way to get out of the contract was by re-letting and paying a $300 fee. I followed all steps outlined by management, including completing the re-let application, finding a new tenant, having them confirm their intent to re-let, and ensuring they submitted an application. I provided the potential tenant with a tour, and they loved the unit, submitting their application the same day. Next morning, I received a call from the apartment informing me that the new tenant would no longer be taking over my lease. The potential tenant then contacted me to explain that management had offered them a lower price to sign a new lease. This is unacceptable and unethical. I found someone genuinely interested in my unit, and management's actions indicate an intent to keep both of us to fill their space. My situation is unique because I have graduated and no longer need student housing. I need to move to be closer to my job; otherwise, I would have completed my lease. Despite my efforts, no one in my building has been helpful or understanding. Their responses have been consistently rude and dismissive stating there is nothing they can do. Legally, if both parties agree to void the contract, it can be done. Management's claim that nothing can be done is false. It shows an unwillingness to assist, prioritizing filling other units for profit. This is extremely disappointing, since I have been a resident for two years during college. When a genuine issue arises, the lack of support is disheartening. The recent decrease in prices offered to new tenants makes it more difficult to find someone to re-let to. This behavior indicates that management cares solely about money, contradicting their claim of being student-friendly and a place where students are "going to love it here." My experience suggests otherwise.

  Business response

  07/23/2024

  This applicant has been credited to you as your replacement and your lease has been cancelled. This applicant inquired about other floorplans available and stated that they did not want to take over the space that you had discussed with them since they were informed that they would have to pay the re-let fee directly to you. They were not comfortable with the additional fees that they were being charged. Because they initially contacted us through you though, we did apply this applicant as your replacement, and you are no longer bound to the remainder of your lease agreement.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally express my concern and dissatisfaction regarding the predatory towing practices at Campus Edge on UTSA boulevard (American Campus Comminities) . As a student resident, I believe these practices are unfair, exploitative, and disproportionately target college students residing in and visiting the complex. On multiple occasions, I have witnessed or been directly affected by the towing of vehicles under circumstances that are predatory. The signage regarding parking rules and restrictions is either insufficient or placed in a manner that is not easily visible. This lack of clarity often leads to unintentional violations by residents and visitors unfamiliar with the complexs specific parking policies. Vehicles are being towed almost immediately upon parking, without providing any warnings or ***** periods. This aggressive approach does not allow residents or visitors to rectify their parking mistakes, which is particularly harsh and unreasonable. The towing fees imposed are excessively high, creating a significant financial burden on students, many of whom are already facing economic challenges. The towing companies seem to be capitalizing on the complexs lenient towing policies to exploit residents. For students who are often living on tight budgets, these fees are not just an inconvenience but a severe financial strain, sometimes amounting to hundreds of dollars. It is apparent that college students are disproportionately targeted by these towing practices. Given their limited financial resources and busy schedules, students are particularly vulnerable to these predatory tactics. Many students have no choice but to park in the complex, and the immediate and excessive towing fees feel like an exploitation of their situation. When attempting to address these issues with the management, residents are often met with indifference or unhelpful responses . This has caused damages to other students vehicles with an addition to a tow charge as well.

  Business response

  07/26/2024

  Thank you for bringing this matter to our attention. At Campus Edge, we prioritize the safety and convenience of our residents, and we have established a comprehensive parking policy to ensure that our parking facilities are managed effectively.
  
  Before any vehicle is brought on-site, our team reminds each resident of our parking policy and the procedure for registering their vehicle with the ParqKing platform. This policy clearly stipulates that failure to comply will result in the vehicle being towed from our facility. To ensure all students are aware of this policy, we have posted clear signage at the entry gates and around the parking lots. Additionally, we communicate this policy via email to all residents regularly.
  
  To further enhance compliance and fairness, we are implementing a new 2-ticket policy starting next semester. Under this policy, residents who do not comply with the parking regulations, as outlined in our monthly emails, will receive two warnings before their vehicle is towed. This measure is designed to provide residents with ample opportunity to adhere to the policy and avoid any inconvenience.
  
  We emphasize the importance of following the parking policy to ensure the safety and security of all our residents. Our strict enforcement is necessary to maintain an orderly and safe environment for everyone.
  
  We appreciate your understanding and cooperation. Should you have any further questions or require additional information, please do not hesitate to contact us.

  Customer response

  07/27/2024

  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. ↩