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Business Profile

Property Management

Essex Property Trust, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Property Management.

Important information

  • Customer Complaint:

    BBB’s business profile for Essex Property Trust Inc. was created in March 1998. A review of Essex Property Trust Inc. complaints was completed in June 2025. 

    BBB encourages consumers to review the companies FAQ’s page for information on leasing information.

    https://www.essexapartmenthomes.com/frequently-asked-questions

     

Complaints

This profile includes complaints for Essex Property Trust, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Essex Property Trust, Inc. has 75 locations, listed below.

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    Customer Complaints Summary

    • 306 total complaints in the last 3 years.
    • 125 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/01/2025

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint regarding Pathways Property Managements refusal to honor a lease promotion and their unfair handling of our parking assignment.On May 15, 2024, leasing agent ******* informed us of a $500 rent discount for July if we moved in within a few days. We agreed to move in on May 19, but the unit was not ready. ******* assured us the promotion would still be honored. When we signed the lease, she confirmed the discount would appear on our next rent bill and later admitted recalling this agreement. However, when we contacted the office, community manager **** denied any knowledge of the promotion and refused to honor it.Additionally, ******* assigned us parking spot 75, close to my parents unit. The next day, **** told us the spot was already given to someone else, despite our signed agreement, and reassigned us to spot 103, which is much less convenient for us as seniors.We are seniors and minorities and feel we are being treated unfairly and differently from other residents. The refusal to honor both written and verbal agreements, and the reassignment of our parking spot, appears discriminatory.Desired resolution:Immediate honoring of the $500 rent promotion as promised Assignment of the originally agreed parking spot or a comparable alternative Assurance of fair treatment for all residents Thank you for your assistance in resolving this matter.

      Business Response

      Date: 07/11/2025

      Hello,

      While we're disheartened to see this review, we appreciate this resident sharing their concerns with us. After speaking with the management team at ********, their concerns have been addressed.

      Kindly,

      Essex Support Team

      Customer Answer

      Date: 07/13/2025

      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.

      Sincerely,

      ******* *******

    • Initial Complaint

      Date:06/26/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In a recent credit report run on my credit there was a debt included of $22,812 owed to The Huxley of Essex Property Trust. This is inaccurate and needs to be corrected to fix my credit history so that I can buy a house. I am not liable for this debt with ESSEX PROPERTY TRUST, I do not have a contract with ESSEX PROPERTY TRUST, they did not provide me with the original contract as i requested

      Business Response

      Date: 06/26/2025

      Hello,
       
      We regret to see this BBB complaint and learn about this person’s experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at https://www.identitytheft.gov/#/. Once completed, they need to submit the affidavit to [email protected] along with at least two of the requested items below:
       
      Requested Items (Choose two)
      ID Theft Affidavit
      Police Report
      Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment
       
      We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact [email protected].  
       
      Thank you,
      Essex Support Team

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over ***** a month, for a crappy one bedroom apartment. I should not have drunk strangers knocking on my window in the middle of the night and should have been allowed to move to a different location without problem. Additionally, laundry facilities are constantly broken and/or inadequate. This place is aweful.

      Business Response

      Date: 07/01/2025

      Hello,  

      Although we regret seeing this residents review, we appreciate them sharing their feedback with us and would like to take this opportunity to address some of their concerns outlined here.  

      Providing exceptional service is a top priority for our teams, and theyre always available to address resident concerns as theyre brought to their attention. If this resident is experiencing any issues with their apartment, etc., they are encouraged to contact the team at ********** so they can assist. Additionally, we understand this resident wanted to transfer to a different apartment. As the management team at ********** previously shared with them, we require a 30-day notice to vacate and a $500 transfer fee. Unfortunately, this resident was unhappy with this answer; however, if they would like to move forward with transferring, the team is more than happy to assist.  

      Thank you,  
      Essex Support Team

    • Initial Complaint

      Date:06/25/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint against Essex Property Trust regarding an unresolved lease dispute at ****************, Apt 302 in ********, ***On June 11, 2025, my two young children (ages 6 and 3) were aggressively approached by an unleashed dog in the common area near our garage. The dog ran down from the stairwell of our building, barking and jumping at their faces. They were traumatized and afraid to go outside afterward.This was not the first time. We first reported concerns about unleashed dogs in January 2021 and have experienced multiple similar incidents since. Despite repeated complaints, management has failed to enforce its own pet policy, as outlined in Paragraph 30 of our lease, which requires all pets to be leashed and under control in common areas.After the June incident, I called the leasing office at 5:26 p.m. and was on hold for nearly 20 minutes before the call disconnected. The following day, I called twice more, and both calls were disconnected. I submitted a timestamped photo and email that evening to report the incident.Due to repeated safety issues and lack of response, we submitted a formal lease termination notice, with our last day set for July 25, 2025. Despite the clear breach of habitability under California Civil Code ******, and Paragraph 45 of the lease (which allows termination in case of landlord breach), Essex is enforcing an early termination fee under Paragraph 42 a clause intended for voluntary lease breaks, not safety-related concerns.We have made multiple phone calls and emails to property management, submitted a complaint through the Essex website, and left voicemails with no resolution. We request Essex waive the termination fee and allow us to move out without penalty. Emails and photos are available upon request.

      Business Response

      Date: 07/01/2025

      Hello, 

      Were disheartened to see this residents review and learn about their experience at **************. We've connected with the leadership team at the community, and theyve shared that this resident was approved to move out with no penalty as a customer service gesture for the miscommunication regarding the dog off leash. While we hope they're satisfied with this outcome, the team is available to answer any questions or concerns they may have. 

      Thank you, 
      Essex Support Team 

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We moved into ************ Apartment at *************** about a month ago and have been dealing with unresolved access issues since day one.Our amenity fob has never worked, and of the two car gate remotes we were given, only one functions. We have two cars, so having to share a single remote is a major inconvenience.Weve reported these issues multiple times to the resident relations team. The response has always been the same: IT team is working on it, and that it affects all new residents. As a temporary workaround, theyve kept some gates openbut this is not a viable solution after more than a month with no progress and no clear timeline for resolution.We are paying full rent with the expectation of access to the amenities and convenient parking, both of which were advertised and promised at move-in. At this point, the lack of resolution is unacceptable. We are requesting that the issue be addressed immediately or that we be provided a firm timeline for when it will be fixed.

      Business Response

      Date: 06/27/2025

      Hello,

      We regret to see this resident's review and learn about their experience. After speaking with the team at Mission Peaks, we can confirm they're working with AT&T to fix the remote/gate issue, which has also been communicated to residents. While we understand how this can cause some minor inconveniences, the community has two additional gates that are operating as intended. If this resident has questions, they are encouraged to contact the team at Mission Peaks directly.

      Thank you,

      Essex Support Team

    • Initial Complaint

      Date:06/23/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not accountable for the debt associated with ESSEXPROPTST. There is no contract between me and ESSEXPROPTST, and they have not provided the original agreement as requested.

      Business Response

      Date: 06/26/2025

      Hello,
       
      We regret to see this BBB complaint and learn about this person’s experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at https://www.identitytheft.gov/#/. Once completed, they need to submit the affidavit to [email protected] along with at least two of the requested items below:
       
      Requested Items (Choose two)
      ID Theft Affidavit
      Police Report
      Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment
       
      We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact [email protected].  
       
      Thank you,
      Essex Support Team

    • Initial Complaint

      Date:06/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am filing this complaint regarding Essex Property and Trust concerning their refusal to return my $300 fee which I paid on top of my $48 application fee, despite the fact that I never signed a lease agreement or took possession of the rental property.Summary of the Issue:On May 26, 2025, I submitted a rental application for a unit managed by Essex Property and Trust I paid a $300 fee they requested on top of my application deposit as part of the application process.The landlord later approved my application, but with conditions I did not agree to.I made it clear that I would not proceed under those terms, and no lease was ever signed.I never took possession of the unit or received access to the property.Despite this, the landlord has refused to return my $300, which I consider improper and unjustified.There is no legal basis to retain my deposit. A binding lease agreement was never entered into, and I did not cause any damages or incur any liability. California law does not permit a landlord to retain funds when no tenancy was created, and there were no actual damages or losses caused by **** have attempted to resolve this matter directly with the property manager but have been unsuccessful.I am requesting a full refund of the $300 deposit, issued to me within 10 business days. If the refund is not provided, I am prepared to pursue further remedies through the ***************************************** and small claims court, if necessary.I am requesting the BBBs assistance in helping to resolve this matter promptly and fairly.Thank you for your attention to this complaint.

      Business Response

      Date: 06/23/2025

      Hello, 

      While we’re sorry to see this person’s complaint and learn about their experience, our policy regarding deposits, as outlined under the Leasing Info Page > California Pricing & Fees Overview, is that holding deposits can only be refunded within 24 hours of the application being submitted. While we understand this may cause some frustration, we encourage this person to contact the team at Summit Park Village with any questions, as they can best assist from here. 

      Thank you, 
      Essex Support Team

    • Initial Complaint

      Date:06/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On March 22 2025 I received my lease renewal notice in which it stated I had until May 31 2025 to let them know my decision. It did not state anything about giving a 30 vacate notice if i decided not to renew. The email is a written statement and being that it is more current than my lease( in which it dies state that) it supersedes it. Essex charged me a fee for not giving them such notice. Lack of communication on their part, ridiculous rent hikes, and poor property management is the reason I left. I also left the apartment in perfect conditions and yet they're charging me a cleaning fee and painting fee.

      Business Response

      Date: 06/23/2025

      Hello, 

      While we regret to see this past resident’s complaint, we’re unable to assist them with their specific concerns regarding their move-out statement without knowing the name of the community they called home. If they would like more information regarding the charges, they are encouraged to contact [email protected] as they can provide and explain the charges line-by-line. Additionally, we require a written 30-day notice to vacate for all move-outs as outlined in our lease agreements. The Past Resident team can assist with any questions regarding that concern as well. 

      Thank you, 
      Essex Support Team

      Customer Answer

      Date: 06/23/2025

       

      Complaint: 23466826



      I am rejecting this response because:

      As previously stated, poor communication.  Took them 10 days to respond.  If they would put forth the effort they would see in the attachments the name of the property.   So it holds evident all they want to do is scam people or of their money.  I've reached out to the property and asked to provide any evidence as to what justified a cleaning charge.   And again, if they looked ( which is evident they didn't) at the attachments their renewal notice made no mention or reminder to give a 30 days notice.  They said they'd have accounting reach out to me and still haven't heard anything




      Sincerely,



      Carlos Hernandez

      Business Response

      Date: 06/26/2025

      Hello,

      We understand this past resident is dissatisfied with our response; however, we have thoroughly reviewed their comments and shared what information we had given we were not provided with the name of the community they lived at. Additionally, we shared that they could connect with our Past Resident team as they are equipped to go over the charges line-by-line and address any concerns. Their email address is [email protected].

      Thank you,
      Essex Support Team 

      Customer Answer

      Date: 06/27/2025

       

      Complaint: 23466826



      I am rejecting this response because:

      It's pointless.   That's is why y'all are under litigation and hopefully justice is served. 



      Sincerely,



      Carlos Hernandez

    • Initial Complaint

      Date:06/11/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with ****** ******* VILLAGE, I do not have a contract with ESSEX PROPERTY TRUST, they did not provide me with the original contract as i requested

      Business Response

      Date: 06/26/2025

      Hello,
       
      We regret to see this BBB complaint and learn about this person’s experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at https://www.identitytheft.gov/#/. Once completed, they need to submit the affidavit to [email protected] along with at least two of the requested items below:
       
      Requested Items (Choose two)
      ID Theft Affidavit
      Police Report
      Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment
       
      We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact [email protected].  
       
      Thank you,
      Essex Support Team

    • Initial Complaint

      Date:06/08/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ************ at ********************************** offered a 1 bedroom apartment for $2504 which I gladly signed the contract for. I paid for holding deposit, security deposit and a month rent prior to my move, but 4 days before my scheduled move, I was told that unit is not available because the tenants living in that apartment is no longer vacating. I was offered several units that is about 15% above more in price which I cannot afford. I tried discussing my situation to negotiate but the management are unwilling to help out with the situation, and was very slow to respond. The management then cancelled the contract without any resolution and instead informed me that they are not liable as per contract signed and that they will promptly refund the payments I have made. Few hours after they cancelled my contract, I checked their website and immediately found that the unit I reserved was listed as available. This made me think if this is a bait and switch tactics.I have not received any of those payments I have mention, I am in need of immediate of home for myself as a single mother and my 2 kids. I unfortunately have to go through mental and physical stress because of the incompetence of ESSEX properties and the people they hire to run this business.

      Business Response

      Date: 06/16/2025

      Hello, 

      Providing transparency with our move-in process is something we always strive for, so we regret to see this review and learn we may have missed the ***** Unfortunately, the team at ************ had to cancel this individuals move-in due to the current resident changing their notice to vacate. We understand how frustrating this can be and sincerely apologize for their experience. The team also shared that they contacted this person as soon as they learned of the change to the notice to vacate and informed them that they would be reimbursed for the application fee, holding deposit fee, and additional move-in fees in the form of a check mailed to the address listed on their application. If they have further questions or concerns, please do not hesitate to contact the team at ************* 

      Kindly, 
      Essex Support Team

      Customer Answer

      Date: 06/16/2025

       
      Complaint: 23440670

      I am rejecting this response because:

      The staff of Palmia Apartment were not responsive enough to resolve the issues and not willing to negotiate, was not attentive to calls and emails, and quick to make a decision to cancel the contract leaving tenants feeling hopeless due to the possibility of homelessness. I am a single mother with no help from other family member and this incident left me feeling abandoned, my children has to go through the difficult situation and I could put my childrens legal custody to risk because of incompetencies of this company. I am now forced to move somewhere I can get a home where I am accommodated in a short noticed, causing me commute an hour or more each way to work now.

      The mental, emotional and physical stress that I was put into a situation by Palmia Apartment is very traumatizing and I believe this can be avoided if the management is genuinely honest with providing a home to people of ************* 

      Also, I havent received any return of the payment I made to this apartment yet.


      Sincerely,

      **** *******

      Business Response

      Date: 06/18/2025

      Hello,

      We understand this person's frustrations and sincerely apologize for their experience. The management team at ************ shared that their check was mailed to the address provided on June 11, 2025. Delivery may take up to 21 business days. If they have additional questions, we encourage them to reach out directly to the team at ************ for assistance.

       Thank you,

       Essex Support Team

    Essex Property Trust, Inc. is NOT a BBB Accredited Business.

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