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Business Profile

Property Management

Essex Property Trust, Inc.

This business is NOT BBB Accredited.

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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

    • 305 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:07/26/2024

      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.
      7/9/24- We reported the leak from the ** unit. ********************* came on-site, temporarily resolved the leak, said he would bring a fan and carpet company would come. Neither of those happened. 7/11/24- We reported we still have leak. ******************* came on-site, temporarily resolved, said hebring a fan for the carpet. He did not bring a fan. 7/15/24- Operations coordinator *********************** sent us an email stating that out ** will be replaced in 3 phases and that wed need to leave the apartment on 7/17/24. The closet was demolished. From my understanding those materials had asbestos, I dont believe that asbestos material was abated properly. We were not given notice that you were pausing the work. 7/19/24: We called ***************** directly to report a leak in the condensation line. We also have a baby camera and can see that no one did work on 7/18 or 7/18. She said they stopped because of one of the units above had sick tenants, that they would give us a portable ** unit. They didnt bring us one. 7/22/24: We received an email from *********************** stating the ** work would resume 8/6/24 between 9am-5pm. Again we responded that the condensation line has been actively leaking into the demolished closet, wood, and carpet all the way to our bedroom. ****** said do not operate the ** system anymore (we havent used it since they demolished the closet on 7/17 as it pulls air from the closet). ****** stated the maintenance manager would come on 7/23 to inspect the leak between 9am-12pm. No one showed up, no one canceled or rescheduled. 7/23/34: Your office was closed. We emailed you with photos and again reporting the leak, requesting a portable **, and asking for a solution. We finally had to purchase our own portable ** for $316.46 because one was not provided to us. 7/24/24: We reported the leak again via email. We were told by ***************** that she requested maintenance assistance, that someone would contact us in regards to the situation. Maintenance has not been to our unit since 7/11.

    • Initial Complaint

      Date:07/22/2024

      Type:Product 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.
      We were living in *************************** (***********************************************************) for two years and moved out on July 2nd 2024. This property is managed by Essex. When we move out, we clean the room. We rent a carpet wash machine and wash the carpet, and there is no nail hole or scratch in the wall.Following is a link to a video when we move out. (**********************************************************************************)But they still charge a cleaning fee ($150), Paint fee ($130), resurfacing fee ($100), and carpet replacement fee ($500) total $880. That totally does not make sense. We tried to reach them, but they did not respond.

      Customer Answer

      Date: 01/23/2025

      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.

      We already go to small amount court and we win. The ESSEX is not helping until we go to court

      Sincerely,

      ****** ***

    • Initial Complaint

      Date:07/16/2024

      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.
      I began my lease with **************** (Essex Properties) on May 23rd. Before move-in, I was guaranteed by the leasing agent through a call that missing kitchen and restroom drawers (7 total) would be replaced. Based on this guarantee, I signed the lease. However, upon moving in, the issue wasn't resolved with minimal communication from the Community Manager (CM), *****. When I was finally able to reach the CM, they claimed the drawers were ordered and would be installed during scheduled maintenance, which they missed twice without notice. On 6/17, maintenance attempted to enter without notice. I felt extremely uneasy when I found maintenance trying to open my door without my consent. When I brought this issue up to the CM, they just cited my service portal preferences as "enter at any time." Prior, they notified me despite this setting, leading me to expect the same. It took 45 days (5/23 - 7/5) to get all drawers installed. Additionally, 2 kitchen outlets were not working at move-in. It took 29 days to fix this due to multiple management errors. On 6/6, maintenance initially diagnosed my usage at fault. After I insisted on a thorough check, faulty wiring was confirmed. He told me an external vendor will be coming on 6/13. The second ticket was closed after 6/13, without any communication. Outlets didnt work until they were finally fixed on 6/21 after escalating to the CM.The CM, without my consent, applied a $200 credit (less than 3 days of my rent, $2384) as an apology. On day 29, I filed a formal complaint seeking 30% of 29 days worth of rent and $1000 for emotional distress. This was ignored as CM acknowledged delays but denied further compensation as the unit was still habitable (email attached).However, due to incidents outlined above, I had to live with limited kitchen outlets and drawers for 29 and 45 days respectively. Had they told me the repairs were to take this long, I would not have signed the lease. I seek sufficient compensation for this period.

      Business Response

      Date: 08/05/2024

      Hello, 

      While we're sorry to see this BBB complaint and understand this resident's frustration, this resident is encouraged to contact the team at ******** La Brea for assistance as they are managing the project timeline with our third part vendor.

      Thank you,

      Essex Support Team

    • Initial Complaint

      Date:07/06/2024

      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.
      file complaints many times to leasing office (****************, an Essex property), they have very disorganized and poor mgmt, resolved none. problem 1: stomping walking: apartment above my apartment, constantly stomping floor and dragging furnitures day and night 2AM. Security and leasing office can not solve the issue. More than 5 complaints to leasing office.Problem 2: a very good parking spot with poor leasing office mgmt, assigned a parking space next to the elevator, so many residents threw trash around my car, parked at my parking space so I had to park at retails many times after work, office blocked my parking space for three days with NO notice received.

      Business Response

      Date: 07/12/2024

      Hello,  

      Were sorry to see this complaint and learn this residents experience has been less than ideal. After connecting with management at ****************, we can assure this resident that the team is aware of their concerns regarding trash and noise and is working to find a solution. We encourage this resident to continue to work with the team as they will best be able to address their concerns.  

      Thank you,  
      Essex Support Team 

      Customer Answer

      Date: 07/15/2024

       
      Complaint: 21950328

      I am rejecting this response because:I have not heard any response from the leasing office, I tried to call but they never answered the phone. And the resident above my apartment remains making loud noisy day and night, stomp walking, dropping large stuff on the floor, dragging furnitures. I am still requesting to move out because loud noisy has affected my health and heart rates. 

      Sincerely,

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

    • Initial Complaint

      Date:07/03/2024

      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 paid rent earlier, they declined it and are asking for even more money. This place has a terrible record of overcharging their residents.

    • Initial Complaint

      Date:07/01/2024

      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.
      Move out refund check "in the mail."moved out of apartment 6.30.2024 date on statement received 6.14.2024 6.24.2024 received a STATEMENT of monies charged to my refund amount I sent numerous emails asking about my check and when I can expect that, and I was told in an email, that the check has been mailed on 6.18.2024 from *********, ** and am being asked to allow ***** business days for receipt of said check.Since when does it take more than a week to receive any piece of mail within the state of **********?????

    • Initial Complaint

      Date:06/26/2024

      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.
      Please contact me via email. I cannot use my US phone number currently because I am out of state 1. I applied for an apartment from this company. The move in date is 8/12/2024. The price of this 1b1b is 2256. They abruptly told me that they are not able to lease me this apartment because the last resident decided to stay.2. Actually its very oblivious its a mistake between their communication and I am not the one whos going to take responsibility for this. I have another idea which is another room. The price is 2303 but the move in date is 7/23/2024. 3. I did not ask for any compensation. The only thing I asked for is delay the move in time into my original one which is 8/128/15 and make the price to original one. They refused it. Saying that I have to pay 2303 and they can only delay it to 8/1. 4. This action means that they do not do anything. Delay move in time one week is reasonable for every customer. They do not give me compensation and they still being very rude and unprofessional. Even people who speak to me are different.

    • Initial Complaint

      Date:06/24/2024

      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.
      On May 30th, my daughter and her roommate applied to ************** apartments managed by Essex, with me as the guarantor. We paid $50 each for the application and were told we had to also pay a $300 refundable deposit as part of the application. We were informed right away that we were approved. On the application, we applied for 2 parking spaces (listed at $70 per month), yet when we were emailed paperwork on June 3, it said 1 parking space. I emailed and said we applied for 2. I was told that we would have to be put on a waiting list for a second spot, and that if we were granted one, it would be $100 per month. For safety reasons, we dont want our college students walking blocks at night since there wouldnt be parking. We withdrew the application and asked for the $300 deposit to be returned. They said no, that the apartment is separate from the parking. My point is that we never would have applied for the apartment if it had been clear on the application that we could only have 1 space. Why would they have a drop down menu that allows for more? We want our $300 deposit returned. I dont have many documents to add because once we withdrew our application, we lost the ability to see it online.

      Business Response

      Date: 07/01/2024

      Hello, 

      Providing a seamless and positive application process is something our teams always strive for, so we regret to see this BBB complaint and learn this persons experience was less than ideal. After speaking with the leasing team at **************, unfortunately, this person canceled their application outside of our 24-hour cancellation requirement, which is why we cannot refund their deposit. If they have any additional questions, they are encouraged to contact the leasing team directly. 

      Thank you, 
      Essex Support Team 

      Customer Answer

      Date: 07/02/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  The company did, in fact, end up returning my deposit, I just couldnt figure out how to withdraw my complaint from the BBB.

      Sincerely,

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

    • Initial Complaint

      Date:06/18/2024

      Type:Delivery 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 May 23rd, 2024, I opened a work order for pantry pests in my apartment unit. I waited for a reply until May 28th, 2024, when I was contacted by **** the maintenance worker regarding the problem. **** did the best he could to solve the issue by placing ant traps but told me pest control is handled by management. **** believed pest control would be on site on June 4th, 2024. On June 4th, 2024, pest control did not show up. I wrote a comment on the work order asking if ***** would be there that day. Two days later on June 6th, 2024, ****** replied and said ***** would be onsite on June 11th, 2024. ***** did not show up on June 11th, 2024. After receiving my lease renewal notice in late May, with a monthly increase of $133, I simultaneously have been asking management for a break on the rent due to several issues experienced over the year, and inadequate customer service. On June 11th, 2024, **** called me to discuss the rent increase matter. I told him that I do not see how a $133 rent increase can be justified given how the pest control matter has been handled. To summarize, **** replied that its not necessarily the speed of completing work orders that matters, but rather that they get completed in general. I was shocked to hear this as a customer. He told me ****** would reach out on June 12th, 2024 to schedule pest control. ****** did not reach out, and I left a comment on the work order on June 13th, 2024 saying I was supposed to get a call. There was no reply to this. I called the team on June 14th, 2024, but no one was available so left voicemail. Conveniently, just before the office closed at 6:00PM that day, I received notification that my lease was ready to sign. I received a text on June 15th, 2024 saying the office would reach out on Monday June 17th, 2024 to schedule pest control. No one reached out on Monday, June 17th, 2024. Now more than ever, I do not see how a $133 rent increase can be justified. All I ask for is a rent freeze or minimal increase.

    • Initial Complaint

      Date:06/13/2024

      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.
      Hello, I received a refund deposit check from Essex Property Trust when I was in the middle of moving 2 years ago. It was put into a random box and I finally found it at the beginning of the year. I reached out to Essex via email and was told that an updated check would be mailed to me. I never received it and then the email that I sent with follow up no longer was working. I have left messages and have never received a call back. Can you please just get me a replacement check with a current date on it, since this was back from February of 2022. I attempted to deposit the check when I found it, but it wasn't accepted since the check was out of date.Any help would be greatly appreciated!

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

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