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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/12/2024

      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 am a currently in property management, and have never dealt with an affordable housing application in this manner. We treat all applications with the same requirements and time frame. Ive applied to an affordable unit which was brought to my attention from the building since I was in the waitlist. They have ran my credit and told me they will be in contact within 3 weeks for next steps. We are approaching 2 months and I havent heard anything back. *** tried calling and emailing, to no avail I have not been able to contact anyone. This is now going against all fair housing rules and discrimination. They are extremely lackadaisical, they need to improve their communication/process with prospect and future residents. Ive spoken with my own company im employed by to ensure this is not the standard process. This is ridiculous and I am outraged by the lack of consideration for individuals housing.

      Business Response

      Date: 06/27/2024

      Hello, 

      While were sorry to see this BBB complaint and learn about this persons experience, were glad to confirm their concerns have been addressed by the Housing Specialist assigned to their account. If they have any additional questions, they are encouraged to continue to work with them directly. 

      Thank you, 
      Essex Support Team 

    • Initial Complaint

      Date:06/11/2024

      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 was to rent a one bed room apartment for this June. This property doesn't provide tours on site contact for anyone who is already leasing. I wanted to make sure the space could accommodate my disability. They were unable to ***** my request for a one bedroom and leased me a studio without my knowledge. I have tried to begin the process of canceling mg lease but the manager ****** will not re issue my pre payments back to me. She's taken down my wroung information and has not corrected my forms or given me any updates. I am now homeless for this situation.

      Business Response

      Date: 06/25/2024

      Hello,  

      While we regret to read these comments and learn about this future residents concerns, we can confirm the refund check was issued on June 12. The management team at **************** also shared that they tried contacting this person on June 17 to confirm it was received and have not heard back. If this person requires additional assistance, they are encouraged to contact the team directly.  

      Thank you,  
      Essex Support Team

    • Initial Complaint

      Date:06/02/2024

      Type:Billing 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.
      Insurance fee was charged onto my account when I am in compliance with their insurance policies. The company has added this insurance fee to my monthly bill multiple times. They have required to upload/update my insurance information to their website. I have done it before the my last policy renew date (05/05/2024). They still decided to apply this fee to my account. Firstly, my insurance is automatically renewed, and they already have this information. Secondly, I followed their company guidelines and updated my insurance information on their website. The policy number was the same. I need them to refund me the extra charge they applied to my account ($14.39 for at least four times).

      Business Response

      Date: 06/05/2024

      Hello,  

      While we regret to see these comments here, we can confirm the team at **** on Ox contacted this resident regarding their renters insurance and have offered to provide a one-time credit for the fee on their account. If they have any questions or require further clarification, they can contact the team directly at ********************************  

      Thank you, 
      Essex Support Team

      Customer Answer

      Date: 06/06/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:05/31/2024

      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.
      I viewed an apartment w/ Essex on April 4th, 2024 and then on April 5th, 2024 I decided to apply for the apartment. I paid $396.00 which included the application fee and the security (hold) deposit. On April 6th I was approved for the apartment but the monthly rent went up in the information that was sent to me. When I tried to reach someone to find out why the rent increased even before I signed a lease I was unable to reach anyone. In fact, 1 number I called was disconnected. The other was a number I could only text but no one answered when I tried to correspond. I am unable to reach anyone regarding refunding the security deposit that was paid. I never received keys, never moved in, never heard back from the leasing company regarding my application.

      Business Response

      Date: 06/04/2024

      Hello, 

      Providing a seamless and positive application process is something our teams always strive for, so were disheartened to see this BBB complaint and learn this prospective residents experience was anything less than ideal. We would also like to apologize for any communication we may have missed. We can assure them that this is not the norm for our team. After speaking with the leasing team at *********** Lofts, 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

    • Initial Complaint

      Date:05/25/2024

      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 received a notice that I have a collection from GENESIS **** on my credit report. It says it was opened on 8/3/2021 for $159 with account number starting in ****************** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.

      Business Response

      Date: 05/31/2024

      Hello, 

      We're sorry to see this BBB complaint and learn about this persons experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** 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 **********************************************.  

      Thank you, 
      Essex Support Team 

    • Initial Complaint

      Date:05/16/2024

      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.
      On 12/14/23 apartment ****************** experienced a slab leak from a neighboring apartment. That was the fifth leak we experienced from 12/18/22 through 12/14/23 with the fifth leak resulting in damage to our property. The claim was denied by our insurance ******* and we were advised to file a claim with the insurance ******* of ******* Villas. Per ************************************* she would submit the claim to legal and be the only point of contact for this process. After multiple attempts we have not received an update. The last communication received on 5/8/24 stated she had no update and would contact legal and get back to us that day. It is now 8 days later. On 5/11/24 ******* stated ******* was out of the office until Monday and she would send ******* a message to contact us. The last major update provided on 4/22/24 stated you were waiting for a response from the plumber to be able to make a decision. We have done our part and provided everything that has been asked for as of 4/4/24. At this time, we are no longer willing to accept that ******* is the only point of contact. I am requesting that the person who is handling our claim email us immediately.

      Business Response

      Date: 06/04/2024

      Hello, 

      While were sorry to see this BBB review, we understand this resident has been in contact with the team at ************** regarding their comments here. If they require further assistance, they are encouraged to contact the team directly. 

      Thank you, 
      Essex Support Team

    • Initial Complaint

      Date:05/07/2024

      Type:Service or Repair 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 7, 2027, I applied for an apartment at the liver Apartments. Ive been communicated with ******** and ****** and another person now when the prices go down they told me I can I got denied and IOn May 7, 2027, I apply for apartment at the liver apartments. Ive been communicated with ******** and ****** and another person now when the prices go down they told me I can I got denied and I also asked for a copy of my credit report, the lady the property manager told me that I cannot get a copy of my credit report And I also pay the application and fee multiple email regarding when can I get my money back they had not replied they always take a two weeks or three weeks to always reply back to me and I feel like its a lot of miscommunication and I feel like its a discrimination when I talk to ******** the first time ******** did not say anything about a credit score? She just told me to have my session 8 worker to send The paperwork now is a totally different story. I feel like that aint want me on my son to write there and I feel very upset and angry because they kept giving us the runaround and I just want my money back because its not fair that its really miscommunication and also with **************** and and make sure that it was me. I feel like that he was talking about me or saying that he didnt want to rent to me thats how I feel. I just want my money back so I can find another place with me and my son and I feel like this is not right at all . I feel discriminated and discriminated.

    • Initial Complaint

      Date:04/23/2024

      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.
      I am writing to file a formal complaint against Essex Property regarding their fraudulent debt reporting practices and violation of consumer rights. On March 20, 2024, I sent a certified letter to Essex Property, which was successfully delivered to their office on March 25, 2024, at 7:50 am as verified by the United States Postal Service.Essex Property has been reporting a fraudulent debt on my consumer report under account number ******. Despite filing a report with the ************************ and providing Essex Property with substantial evidence of my residency through lease agreement and utility bill, as well as identifying the individual responsible for the identity theft, I have not received a satisfactory response from the company.In an attempt to resolve this matter directly with Essex Property, I have made multiple phone calls to their offices. Initially, I was advised to email a copy of my supporting documents, which I promptly did on April 20, 2024, to the provided email addresses: ************************** *********************************************** and ********************************************* Despite following up on my submission today, there has been no resolution or response from Essex Property, leading to unnecessary stress, anxiety, and emotional turmoil on my end.The lack of cooperation and delayed response from Essex Property is not only a violation of my consumer rights but also an extension of their unethical practices. As I have exhausted all other avenues for resolution, I am left with no choice but to escalate this matter and seek intervention through the Better Business Bureau before considering further legal action, including arbitration.I urge the Better Business Bureau to investigate this complaint thoroughly and facilitate a resolution that restores my consumer rights and rectifies the fraudulent debt reporting by Essex Property. Your prompt attention to this matter is greatly appreciated.

      Business Response

      Date: 01/23/2025

      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:04/10/2024

      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.
      My bank account was fraudulently atacked in feb and March of 2024. They called into ***** fargo and disputed my debit card transactions for my dec 2023 and Feb 2024 rent in the amounts of `- 1904 - Feb ***** - Dec and then took the provisonal credits out of my account. I had no idea this was happening until March rent came up, and i didn't have the money to pay because I've been laid off and my ex boyfriend was paying my rent but he didn't for March. I just got hired back at ********* and this situation has caused me so much stress that my job performance is poor and I'm at risk of losing my new job. I've had to take days off to speak with lawyers and ***** fargo. ***** fargo closed both dipute claims and the money taken back by **** is now being processed to go back to the apartment. I have sent them the ***** fargo letters with this information and they won't accept it. Now I got a 30 day notice to pay rent to vacate and they turned off my parking garage fob so I can't get my car out and they notice says if my car is found on the property, then they will tow it and I"m respposnbile for all the charges. it's like talking to a wall with these people. I need your help please. I'm not going to give them a cent until my dec and feb rent is cleard from my ledger. I owe march and april right now and I will not pay . I want to *** them for persoanl damages too

      Business Response

      Date: 04/12/2024

      Hello, 

      We regret to see this BBB complaint and learn about this persons experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** 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 **********************************************.  

      Thank you, 
      Essex Support Team 

    • Initial Complaint

      Date:04/09/2024

      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.
      Please DELETE the fraud Account from my credit Report does not relate to any transactions that I have made. DELETE / REMOVE ACCOUNT Immediately.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate information According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 USC 1681 have the right to privacy According to 15 USC 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 USC 1681 I have the right to privacy According to 15 USC 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress The credit bureaus have no respect for the laws.Someone needs to hold them accountable for this.ESSEX PROPTST TRUST / THE HENLEY Amount:$1533 Date:11/13/2019 Acct#****************

      Business Response

      Date: 04/12/2024

      Hello,

      While we're sorry to see this BBB complaint and learn about this persons experience, if they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** 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 **********************************************.  

      Thank you, 
      Essex Support Team 


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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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