AvalonBay Communities Customer Care Center

AvalonBay Communities, Inc. (NYSE: AVB) is a publicly traded multifamily REIT formed in 1998 through the merger of Avalon Properties and Bay Apartment Communities (the latter founded in 1978). The company operates apartment communities under brands such as Avalon, AVA, and eaves across a dozen U.S. states and Washington, DC. Its consumer website is avaloncommunities.com, with corporate information at avalonbay.com.

The Customer Care Center is the centralized front door for prospective renters and current residents who need fast, accurate assistance outside the on-site office. It coordinates leasing inquiries, resident account questions, maintenance triage, renewals, and escalations. Think of it as a dedicated support layer that augments each community’s leasing and service team, ensuring you can get help by phone or online even when a property office is busy or after hours.

How to reach the Customer Care Center

The most reliable way to connect is through your specific community’s page on https://www.avaloncommunities.com. Each property page lists the local office number; calls are automatically routed after hours to on-call support so emergencies can be triaged immediately. If you prefer online, use the “Contact Us,” “Schedule a Tour,” or “Resident Portal” links on the property page—these feed directly into AvalonBay’s case management system for tracking and follow-up.

For corporate matters (for example, investor relations or media), use https://www.avalonbay.com and navigate to “Contact.” For resident issues that require escalation beyond the property level, the corporate site provides a secure web form that reaches the appropriate regional team. Do not email sensitive information (account numbers, government IDs); instead, submit via the official portals so your data is encrypted end-to-end.

What the Care Center handles day-to-day

The Care Center covers both prospect and resident workflows. For prospects, it can check real-time availability, quote pricing and lease terms, explain application requirements, and book self-guided or in-person tours. Pricing at large multifamily communities is dynamic; rates can change daily based on unit type, move-in date, and lease length. Expect to provide a target move-in month and a lease term (e.g., 10–15 months) so the agent can quote accurately.

For residents, the team assists with account ledgers, one-time or recurring payments, ledger reconciliations, lease renewals, transfers to sister communities, insurance compliance, amenity reservations, parking and access credentials, and maintenance requests. Emergency requests (e.g., active water leaks, no heat during freezing conditions, gas odor, electrical hazards, lockouts) are routed immediately to on-call maintenance; routine requests are scheduled during standard service hours. While each community’s service-level commitments are posted locally, a common pattern is immediate dispatch for emergencies, same-day for urgent issues, and 1–2 business days for routine items.

• Leasing and tours: real-time pricing/availability, application status, income/ID requirements, co-signer options, and deposit/fee disclosures.
• Accounts and payments: ACH/card setup, payment reversals/NSF guidance, rent proration on move-in/out, ledgers, and renewal offers.
• Maintenance: emergency triage, work order entry, vendor scheduling windows, access permissions, and warranty coordination on new appliances.
• Living experience: package room/locker help, smart-access resets, amenity reservations (fitness, co-working, EV charging), and noise or neighbor mediation.

Hours, response expectations, and service levels

On-site leasing offices publish their own hours on each community page; these typically include weekdays and at least one weekend day. After the office closes, calls roll to the Care Center and on-call maintenance so urgent needs are covered 24/7. For non-urgent items submitted online overnight, expect acknowledgment the next business day with a case or work-order number for tracking.

For planning purposes, many large operators target immediate phone pickup for emergencies, under-2-minute average speed of answer for general queues during peak hours, and first-contact resolution for straightforward account questions. Routine maintenance is commonly scheduled within 1–2 business days, with urgent quality-of-life issues (e.g., refrigerator failure) prioritized faster. Always ask the agent to provide your case/work-order number and the expected time window (for example, 2–4 hour arrival window).

Maintenance triage and emergency guidance

Emergency examples include active flooding, sewer backups, gas odor, electrical arcing, total loss of heat during freezing weather, or no air conditioning during extreme heat waves, as well as inoperable entry locks. For life-safety situations (fire, suspected gas leak), call 911 first, then notify the Care Center. If safe, shut off individual water supply valves below sinks/toilets or at the appliance to limit damage until on-call maintenance arrives.

Non-emergency issues—such as a slow-draining sink, one inoperative burner when others work, or cosmetic repairs—are scheduled during normal service hours. Provide photos or a short video when submitting requests through the resident portal; clear visuals significantly improve first-visit fix rates. If pets are in the home, authorize entry when you’re away or coordinate a time window so technicians can access safely.

Billing, payments, late fees, and refunds

Monthly rent is typically due on the 1st of the month. Many communities provide a grace period (often through the 3rd–5th), after which late fees may apply. In the U.S., late fee rules are state-specific; you’ll usually see either a flat fee (e.g., $50–$100) or a percentage (e.g., 5% of outstanding balance). Returned-payment (NSF) fees also apply per your lease. The Care Center can review your ledger, explain charges line-by-line, and help set up auto-pay to avoid future late fees.

Accepted payment methods usually include ACH via the resident portal and major credit/debit cards; third-party card processing fees may apply. If you need to split payments or change the due date because of payroll timing, ask about partial payments and whether your community allows a one-time courtesy waiver if you have a strong payment history. Security deposit accounting and any final balance or refund are typically completed within 21–30 days after move-out, subject to state law; ensure your forwarding address is on file to prevent delays.

Fair housing, privacy, and verification

AvalonBay adheres to the Fair Housing Act and applicable state/local laws; agents cannot make housing decisions or provide service priority based on protected classes. The Care Center follows identity verification protocols before discussing account details. Expect to be asked for your full name as on the lease, unit number, email/phone on file, and other non-sensitive verification data; authorized occupants should be listed in the lease to receive detailed account information.

For document exchange (e.g., renter’s insurance declarations or income verification for affordable programs), use the official resident portal or secure upload link provided during your application. Avoid sending documents over unencrypted email. If you need accommodations or auxiliary aids, notify the agent; they can route your request to the community’s compliance and management team to coordinate reasonable accommodations or modifications.

Escalation, documentation, and getting faster resolutions

Most issues are resolved at the first line, but you should always capture the case or work-order number and the agent’s name. If an item exceeds the promised timeframe, reply in the same thread or call back with that number so the agent can view the full history. Ask for a revised ETA and whether parts/vendor scheduling is the blocker; this often clarifies next steps and avoids repeated visits.

If you believe a policy has been misapplied (for example, a late fee during a portal outage you can document), request escalation to the Community Manager. For unresolved items after a manager review, use the corporate “Contact” page at https://www.avalonbay.com and provide dates, case numbers, and any supporting photos or receipts. Clear, dated documentation materially improves outcomes for billing disputes, renewal pricing questions, or post-move-out ledger reviews.

What to have handy when you contact the Care Center

• Your full name as on the lease, unit/building number, and the email/phone listed on your account.
• Case/work-order number (if following up), photos or short video of issues, preferred contact times, and pet/access instructions.

Providing these details up front helps agents authenticate your account quickly and reduces back-and-forth. For maintenance, clear photos of model/serial tags (appliances, HVAC) allow the team to pre-stage parts, improving the likelihood of a first-visit fix.

Key links and final notes

Leasing and resident services: https://www.avaloncommunities.com (navigate to your community for contact info, pricing, and the resident portal). Corporate and escalations: https://www.avalonbay.com (use the “Contact” page for non-routine corporate matters). Never share payment information over unofficial channels—stick to the resident portal or the phone number published on your community’s page.

Policies, fees, and service levels vary by state and community. When in doubt, reference your lease, welcome packet, and the community page. The Customer Care Center’s role is to give you accurate, time-stamped answers and keep your request moving—use case numbers, secure portals, and clear documentation to get the fastest, fairest resolution.

Where is AvalonBay headquarters?

Arlington County, Virginia, U.S.

Is Avalon Bay a good company?

AvalonBay Communities has an employee rating of 3.5 out of 5 stars, based on 1,101 company reviews on Glassdoor which indicates that most employees have a good working experience there.

Who is the CEO of AvalonBay?

Benjamin W.
Mr. Schall joined the Company as President and a director in January 2021, and became Chief Executive Officer effective January 3, 2022.

Who is Avalon owned by?

The Globus family of brands
The Globus family of brands – Globus, Cosmos and Avalon Waterways – now offers more than 500 vacations in 75+ countries. Our roots remain personal and strong, anchored by a heritage of trust, tradition and a passion for travel passed down through generations.