Complaints

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

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• 

  Essex Property Trust, Inc.

  1100 Park Pl Ste 200 San Mateo, CA 94403-7107

• 

  Essex Property Trust, Inc.

  161 N Civic Dr Walnut Creek, CA 94596

• 

  101 San Fernando

  101 E San Fernando St Suite 100 San Jose, CA 95112-7423

• 

  Essex Property Trust, Inc.

  24100 Newhall Ranch Rd Santa Clarita, CA 91355-5167

• 

  Brighton Ridge Apartment

  2307 NE 4th St Renton, WA 98056-4083

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.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  PLEASE HELP ME , to solve this problem with Essex residential property management. Im still living in ******** at ************* and on May 29 2024 with having approval from community manager I moved from Apt G302 to G310 at the same community and building. When I moved out took pictures even the maintenance management checked my place and confirmed it is rentable as is .They kept the security deposit for G302 and also I paid another security deposit for new apartment G310 pluse $258.86 back then from the office ******** told me Ill get credit back next month and Ill see it in the resident portal not only that never happened. On July 1st, 2024, to my surprise, I received an invoice for the following amount: Accelerated Rent??$1,903.65 - Responsible till June 23, 2024 for Apt G-302 Carpet Replacement??$1,190.73 Apartment ************************ Apartment Cleaning??$190.00 Since then back and forth sending an emails calling office finally they are reducing $3,094.38 to $1,856.63.(40%off the original $3,094.38) and wont give me my security deposit of $600 for the first Apartment (G302) and other $258.65. For 3 days moved in early to G310 even while I paid the complete rent on time as always. Im requesting to get my $858.65 as credit to my account for G310 and making -0-balance and repairing my credit with bureau .They are making their money to put too much stress on their tenants and getting money out of them . PLEASE , help me if you need more pictures and documents let me know. Thank you Sincerely

  Business Response

  Date: 12/09/2024

  Hello,   
  
  Were disheartened to see this BBB complaint and learn about this residents experience. After speaking with the team at ******** at *************, they can confirm that the painting and cleaning charges were reversed. Additionally, they have reversed the carpet replacement fee, as this resident experienced several leaks in their apartment. If they have any questions regarding the changes made to their account, theyre encouraged to contact the community account manager at ********.  
  
  Kindly,  
  Essex Support Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22377268

  Also I just could attached 5 pictures of evidences . I have all the emails and pictures 

  
  I am rejecting this response because:

  PAY ATTENTION TO THE RULES :

  Does California require a pre-move out inspection?
  Under California law, your landlord is required to conduct a pre-move-out inspection with you.

  I tried so hard to solve this problem with Essex & ******************* and didnt get any where . Attached Im sending an email too. This is an on going trouble since June . Im looking forward to solve this problem and be in a good faith with your company. I got back to this property thinking still is belong to Oak wood which I rent an apartment from them almost 30years ago .

  { pre move out inspection happened before Memorial Day 2024 by maintenance supervisor (Aka :*******)and approved by him and ******** as is rentable as it is .I moved to another Apartment in the same complex same building same floor with the approval}
  attached Im sending all the evidences. Your past resident department and **** ****** via email said pre move out  is not right ?! The real inspection happen after tenant will move out ??? ( that is not require by law ) Sending the evidences too. Also Phone number for **** ****** is not a working number and cant leave a message . 

  Rights as a California Tenant

  -Security Deposits:California has strict rules about tenant security deposits that all residential landlords and property managers must

  {I didnt get back the security deposit I put it done for previous apartment also I got to pay another security deposit for new apartment with the promised of getting credit back for it on my next statement for rent adding $265.85 for 3 days and getting credit for that too. None happened and your company never had a true response and didnt get back my money and trying to ruin my credit too}attached Im sending the money I had paid.

  follow. (Civ. Code, ******.) Knowing the rules can help tenants protect their hard-earned money.
  Security deposits are refundable. A security deposit belongs to the tenant, but the landlord is allowed to hold
  on to it until the tenant moves out. If a landlord sells the property, the landlord must either return the deposit or
  give it to the new owner to hold on to. By law, security deposits must be returned when the tenant moves out,
  minus allowed expenses.
  The law limits the amount of security deposits.
  o Until July 1, 2024, the limit is two times the monthly rent (or, for furnished units, three times the
  rent).
  o After July 1, 2024, the limit is one months rent. For landlords who own no more than two residential
  rental properties that collectively include no more than four total units for rent, the limit is two times
  the monthly rent, but only if the landlord is a natural person or a limited liability company in which
  all members are natural persons.
  Landlords can only use security deposits for the following specified expenses:
  o Past-due rent.
  o The cost of repairing damages caused by tenants or their guests, not including ordinary wear and
  tear.
  o The cost of cleaning the property so that it is as clean as when the tenant first moved in.
  o The cost of replacing or restoring the landlords personal property, such as furniture, but only if the
  rental agreement says this is allowed.
  Security deposits MAY NOT be used for other costs, such as (1) damages that were already there when the
  tenant moved in; (2) unreasonable or unnecessary expenses; or (3) ordinary wear and tear.
  Take advantage of the right to an inspection before move-out. After learning that a tenant plans to move,
  landlords must notify tenants of the right to ask for an initial inspection so that the tenant has a chance to fix any
  issues and avoid charges. If the tenant asks for an inspection, it must happen within the two weeks before the
  tenant moves out.
  o The tenant has the right to be there during the inspection.
  o The landlord must identify the damages the landlord intends to deduct from the security deposit and
  give the tenant an itemized statement so that the tenant has a chance to fix the problems before
  getting charged.
  Within 21 days after move-out, the landlord must send the tenant an itemized statement explaining in detail any
  deductions from the security deposit (unless they total less than $125), and return the rest of the deposit.
  o If the landlord did the repairs, the statement must show the work done, the time spent, and the
  hourly rate.
  o If someone else did the work, the landlord must provide a copy of the bill for the work.
  o If the work cannot be finished in 21 days, the statement must give a good faith cost estimate. The
  landlord must then provide the final statement and return the remaining deposit within 14 days of
  finishing work.
  Check local city or county rules, which may have more tenant protections or landlord requirements. For
  example, some cities make landlords pay interest on security deposits.
  ******************************** Office of the Attorney General
  Additional protections apply to service members. If you are a service member, you may be entitled to lower
  security deposits and certain eviction protections. Ask your base legal office for help. For the legal offices contact
  information, ask your command or visit **************************.
  Landlords can face penalties for breaking the security deposit laws.
  o If a tenant files a court case claiming the security deposit laws were violated, the landlord has to
  prove that the amounts deducted were reasonable. If the landlord acted in bad faith, courts can
  award the tenant his or her actual loss plus up to twice the amount of the deposit.

  {most of the time Im staying home challenging my sickness and everywhere have to be clean . All your maintenance team are aware they cant walk in to my place without covering their shoes. Many times from each of them got complements which my place is super clean no matter when theyll had to work inside . Then you charged me for cleaning and changing carpet ?! }attached sending pictures.
  
  *No, if you move to a different apartment in the same building with the building management's permission before your lease ends, you typically only need to pay rent for the apartment you are occupying, not the old one, unless your lease agreement explicitly states otherwise; the landlord is still obligated to try and re-rent the old apartment to mitigate damages.  
  

  {Obviously I got an approval ( sending pictures of it ). Otherwise how did I move to another unit in the same complex. How come the past resident department have to deal with me while Im a resident. A great resident. Never late for rent , following all the rules , dedicate neighbour and clean . 
  
  Communication is key:
  Even if the lease seems flexible, it's crucial to have a clear written agreement with your landlord outlining the terms of the apartment switch, including any potential rent adjustments or responsibilities related to the old unit.  Landlord's obligation to re-rent:
  If you are allowed to move early, the landlord is usually required to make reasonable efforts to find a new tenant for your old apartment to minimize your financial liability. 
  { I was allowed to move from one unit to another unit in ******** same building and floor ! Im still living here and even on Nov paid $100.00 toward the previous apartment and on Dec $50.00. Because your company ****** action to reported me to credit Beau. Im  frustrated why your company harassing some one like me who is quite and paying time and just living here .

  please , Christmas is coming Im asking you to credit back  towards my rent the extra amount I had paid ($600.00 previous security deposit for last apartment +$256.83 for 3 days move to new apartment + $100.00 last month toward previous apartment +$50.00 Dec toward previous apartment total for $1006.83 attached Im sending you the picture of the receipts.

   

  Thank you 
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/11/2024

  Hello - While we're sorry to learn this resident is unsatisfied with our response, we're happy to share their comments and attachments with Avondale. Unfortunately, our support team has done all they can to assist this resident. If they require additional assistance, they need to work directly with the team at ********. Additionally, they can fill out the Contact form on our website to escalate their concerns further.

  Thank you,

  Essex Support Team

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22377268
  
  I am rejecting this response because:

  The story is completely untrue. We never had a water leak in the 2 years I was in apartment 302 and it is a blatant lie. It is truly a disgrace for a large company like Essex to blatantly lie. It has been about 7 months since I moved from apartment 302 to a new apartment in the same complex and not only have they not returned the $600 deposit on apartment 302, they have charged me an additional $256.56 for three days and then they have charged me $150 for the last two months by threatening to ruin my credit. And now it still shows on the portal that I owe them $1,130.40?! I am attaching the document. I urgently request that they give me the amount of $1,006.56 with a valid credit for this month's rent and that the portal instead of showing the amount of $1,130.40 show the amount of -0- balance . Fixing my credit beau . They have to apologise for all the anxiety and suffering they have caused my sick body during this time. Instead of telling me to contact their community account manager, who is not responsible at all and I have kept all my emails. I have taken refuge in BBB because no one at this Essex company helped me solve the problem and I request that they hurry up and help me and solve this problem that has wrongfully hurt the soul of an old lady with great credit and paying on time always with a valid certificate from Essex. I only want what is right and rightful for me.
  Thank you.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 being exposed and re exposed to scabies, and live from using the facilities at this apartment complex. I have had this issue over a month, I have been treated, and was ch time I begin to heal, Im re exposed from using the laundry machines at this complex. I am being eaten alive by bugs and I cannot get the leasing office to take me more seriously.

• Initial Complaint

  Date:09/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 April 1, 2024, I gave 30 days' notice that I am moving out, and paid the full rent and all the fees. I met the property manager to make sure there were no other charges or issues after I moved out, he checked and stated my notice was acceptable and I was good to go. A few weeks later I got a notice from an Account representative (****** *****) that I still owed them $200.3 for May. I made the payment and the account was clear. On 9/26/2024 I got a notice from the credit reporting company that they had submitted a charge off/Collection to my reporting. This violates my rights and they are using double standard and violating the lease agreement I have signed.

  Business Response

  Date: 01/10/2025

  Hello,

  We sincerely apologize for the delay in responding to this person's complaint. Their feedback is of the utmost importance to our team and we hope their concerns were addressed to their satisfaction.

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:09/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 essex property trust. I do not have a contract Essex property trust. They did not provide me with the original contract as I requested.

  Business Response

  Date: 01/10/2025

  Hello,

   

  We sincerely apologize for the delay in responding to this person's complaint. Their feedback is of the utmost importance to our team and we hope their concerns were addressed to their satisfaction.

   

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:09/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Im not liable for this debt with ****** AND ASSOCIATES. They did not provide me with the original contract as requested.

• Initial Complaint

  Date:09/09/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 MB360, I do not have a contract with ESSEX PROPERTY TRUST, they did not provide me with the original contract as requested.

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Essex Property Trust has placed a collection on my credit report for $16,000. This is fraudulent! I have never leased any apartments from this company, and I don't even know who they are! I have tried contacting them by phone and email but have received no response. This needs to be removed from my credit report immediately.

  Business Response

  Date: 01/10/2025

  Hello,

  We sincerely apologize for the delay in responding to this person's complaint. Their feedback is of the utmost importance to our team and we hope their concerns were addressed to their satisfaction.

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dont be fooled by all of the positive reviews of this apartment complex on ******. Notice every review mentions a specific employee by name. They encourage employees to ask for a five star review in order for the employees to get raises or promotions. My roommate and I moved out August 3, 2024 two days before our lease ended on August 5, 2024. Our move out inspection was completed by the maintenance manager, **** *******, who assured us we wouldnt be charged for resurfacing the showers (normal wear) and that touch *** on the walls would be ($30-50). On August 15, we received our itemized list of charges. Not only are they keeping our security deposit of $600, they are asking for an additional $215. When we emailed (three separate times) to ask about the charges, no one responded. Our $215 fee has now been sent to collections without any response to our inquiries. This is atrocious behavior and I do not encourage anyone to live here.

  Business Response

  Date: 01/10/2025

  Hello,

  We sincerely apologize for the delay in responding to this person's complaint. Their feedback is of the utmost importance to our team and we hope their concerns were addressed to their satisfaction.

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 moved out on July 28th; they send a final statement saying that I had to pay almost $1,800 for new carpet, paint, and vanity resurfacing within the next two weeks. I only lived there a year and kept my unit extremely clean, I was only expecting to see a deep cleaning charge but they also said I didn't pay for my utilities for two months. Which is confusing since the utilities gets added to the rent payment online and I always just pay off the full balance. They basically are trying to charge me for renovating the apartment. They said after reviewing the account, they took off some charged but that they are still charging me around $800 for the utilities and other valid damages. I had emailed them a request of the "valid damages" that they say were present after I moved. I got no response and just instructions to the portal to make a revised payment of $800.I don't like this way of their billing procedure, it's extremely shady and dishonest. I had cameras in my apartment, and when **** entered to inspect, it was a less than two minutes to him to scan the place and leave. It wasn't a thorough look, and it seemed like management expected me to pay hundreds of dollars to essential renovate the apartment myself to keep that "luxury feel" when everything was subpar in the first place (vintage appliances, fake wood cabinets, and laminate countertops).I haven't received any form of communication for two weeks after reaching out about the "valid" damages.

  Business Response

  Date: 01/10/2025

  Hello,

   

  We sincerely apologize for the delay in responding to this person's complaint. Their feedback is of the utmost importance to our team and we hope their concerns were addressed to their satisfaction.

   

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:09/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello,I have been a resident of ********************/Tanglewood Apt for at least 30 years. I moved into the complex because of the nice amenities it imposed.Over the years, I've seen people come and go from here, and the amenities go downhill and not maintained (i.e., tennis courts), which were the reasons for moving here and paying extra for them. In addition, the apartment manager/complex has not done any improvements to my apartment w/in the 20+ years;I've brought forward in multiple communications to them. I've seen other residents with updates and the apartments supporting these upgrades and accomodating tenants while these upgrades or happening to thier units; where I was told I would have to pay for my own accommodation. I think because I have brought my concerns forward to the manager, I am being treated indifferently and maybe because I am a senior residents who has been here for a long time is contributing to me being treated differently too. I would like to understand why I am being treated differently, as a long-term resident, what you are going to do to fix this. One more thing, I pay my rent on time and obtained the post office certification to support that but I still keep getting eviction notices for being late when the manager has received the payment...it appears they're holding the payment before cashing but during that time they places an eviction notice which is causing me to have emotional stress and feel like it's some sort of harassment because of my series of complaints about my stay. Because I am elderly, I can not pick up and move quickly, and in spite of the unfairness and harassment this is still a home for me. However, I would like to know what essexx property will do to change my experiences because I think there is room for that to happen. I don't want the manager of the complex to get back to me, but another outside authority who can make a difference!!My stay has become stressful and causing health issues.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22226758
  
  I am rejecting this response because:

   

  The business DID NOT respond nor have they provided the details to support the $600, utility bill (which is illegal).  Their response is unsatisfactory and  does not address any of the concerns. 

   

  They did not response adequately and therefore rejecting.
  
  Sincerely,
  
  **** *******