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

• 

  Ascent Apartment Homes

  12062 Slater Ave NE Kirkland, WA 98034-8601

• 

  Avondale Apartments

  22222 Victory Blvd Woodland Hills, CA 91367-1832

• 

  Essex Property Trust, Inc.

  36826 Cherry St Newark, CA 94560-3751

• 

  Brookside Oaks Apt Homes

  1651 Belleville Way Sunnyvale, CA 94087-3926

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:10/25/2023

  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 am an identity theft victim. Unauthorized transactions and questionable activity associated with my identity have come to my attention. I've reported the matter to the police, but I still need help getting this resolved. I want to get my money back, clear my record, and ask for your assistance in getting this account taken off of my credit report. Could you please assist me with this?

  Business Response

  Date: 11/10/2023

  Hello, 
  
  We regret to see this past residents BBB complaint and read through their comments here. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit, ********************************. Once completed, they need to submit the affidavit to *************************************** along with at least two of the requested items on the supporting documentation listed below and include the following account number in the subject line: ********. 
  
  Requested Items (Choose two) 
  ID Theft Affidavit 
  Police Report 
  Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment 
  
  Additionally, our ******* Services team notified us that they recently attempted to call this past resident but have not heard back. It was also brought to our attention that this past resident's account was filed for Eviction. 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:10/23/2023

  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.

   
  Complaint: 20770062
  
  I am rejecting this response because:

  
  We accept the response in regard to the 2 apartments at Renaissance, but we do not accept the response in regard to the 2 apartments at Park Viridian.
  We have no issue with a standard cleaning fee. What we take issue with is that you even state in your response to us that YOUR ******** Services team believes the move-out pictures do not justify the charges, so why are we being charged 50% for paint & supplies and for carpet cleaning which is well above and IN ADDITION to the standard apartment cleaning fee? I would also like to point out that:

  
  1. While we can provide video and pictures of the condition of the apartments for both move-in and move-out, Essex has not provided us with any proof that the apartments needed any sort of cleaning or repair or justification for the excess charges in addition to a standard cleaning fee. I have asked for the proof from Essex on several occasions,which they stated that they had (and again mentioned it in this response to us).I contacted the email which Essex provided (in addition to the leasing office at the actual complexes) and the provided contact email NEVER responded. I contacted them more than once. I also contacted the leasing office more than once and they confirmed to me in writing that they had also contacted the pastresidentsupportcontact to let them know that I requested information. They also stated that this was the only contact that I could use in regard to questions about the move out fees.

  2. I have also asked for the detailed invoice of the services that Essex is charging us for which I believe is our legal right. We were supposed to have been able to request and receive this information within 21 days of our move out. The amounts charged are consistent in that they charged us for every single apartment, but inconsistent in the amounts and it is very unclear why. The amounts charged appear to go well above touch up paint, and supplies is also incredibly vague, and there was zero response as to why we were being charged carpet cleaning fees. I have requested this information more than once in writing and received no response. 

  Sincerely,
  
  ******* (***) Endow (Volleyball)

  e rented and one of them was pretty significant since it took over 2 weeks and several maintenance requests to get them to fix not having hot water. We should be provided the proof of damage if you are changing us for it and if it doesnt exist, we should only be charged the standard cleaning fee which is about $170-180 (per your documentation) per apartment. I do have proof of each apartments condition at move in and at move out. I also have copies of all maintenance correspondence.

  Business Response

  Date: 11/02/2023

  Hello, 
  
  We regret to see this BBB complaint and learn of any frustration this past resident may have experienced after receiving their final move-out statement. After reviewing their account, our ******* Services team believes the move-out pictures do not justify the charges and the team will be making adjustments as a customer service gesture. At this time, we ask that this past resident reviews the below changes and emails ********************************************** if they agree with the adjustments or have any questions. 
  
  Park Viridian  
  T0536282 #****: Waive 50% of paint, being a touch up paint was necessary and 50% of the apartment cleaning charge. Which would reduce paint charge from ****** to $232.34 and apartment clean from $180.00 to $90.00 = Total credit: $322.34 
  T0536280 #****: Waive 50% of paint and apartment clean: Reducing paint from $284.11 to $142.06 and apartment clean from $170.00 to $85.00 = Total credit: $227.05 
  

  ****************************  
  T0536276 #****: Waive both apartment cleaning of $180.00 and painting of $327.44: Total credit of $507.44 
  T0536278 #****: Waive both apartment cleaning of $180.00 and painting pf $365.56: Total credit: $545.56 
  

  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:10/18/2023

  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.

   
  Complaint: 20748720
  
  I am rejecting this response because I reached out to rectify the balance and was never communicated that the charges were legitimate. I reached out on July 17, 2023 inquiring about the charges and received the following reply:  "Hi *******,
  
  Please accept my apologies for the delay!
  
  The corporate office will be making the adjustment to your account, and it should be completed within the next 24-hours.
  If for any reason its not completed by Friday at noon, please let me know; but Im confident everything should be squared away by this time tomorrow."

  I then reached out again in August 2023 and the question regarding the balance was ignored. And then I reached out again in September 2023 and received the following reply: "Hi *******,
  
  Thanks for bringing this to my attention.  I should be able to correct this for you shortly.
  Ill follow up later this afternoon once its fixed.
  
  Sorry about that!"  

  In additional, I received the last reply: "************************* Sep 28, 2023, 3:10?PM
  
  Hi *******,
  
  I tried calling you a few moments ago but there was no answer.  Ive looked into your account and have uncovered the error.
  
  It appears your current lease should have be effective 7/12/23 since the previous lease ended on 7/11/23. Instead of having a balance of $132.78, it shouldve been a credit of $6.33
  
  We can correct the mistake but need to send a new lease for you to e-sign.  Is that ok?""
  

  As you can see, I was told there was an error on the companies end and that I was in fact due a credit. At no point was there communication that this charge was legitimate so I could handle accordingly un til it was already reported to the credit departments. 

  The record keeping for Essex Trust is lack there of and this is one of many issues I have had due to poor records being kept. 

  Sincerely,
  
  ***************************

  Business Response

  Date: 10/19/2023

  Hello,  
  
  Although were disheartened to see this residents complaint, we can confirm the credit reporting is valid. The credit reporting was done in September and October for unpaid rent in the amount of $132.78 from a lease renewal they signed in July 2023. Their rent increased monthly by $196. The lease renewal was effective as of 7/11/23, in which $132.78 was the additional proration due for July. If they require a more in-depth explanation of the charges owed, they are encouraged to contact the Account Specialist assigned to their account. 
  
  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:10/17/2023

  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.

   
  Complaint: 20741072
  
  I am rejecting this response because: Never received any bills from them. It is FRADULENT to charge for somethiong you never send a bill for and this will be litigated shortly. Business is acknoledging charghing with NO invoice. This is PROHIBITED by law
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/27/2023

  Hello,  
  
  While it's never ideal to receive a BBB complaint, we appreciate this resident bringing their concerns to our attention. After reviewing their account with our ******* Services team, we can confirm the charges they are referring to as being fraudulent are, in fact, valid per the documentation we have on file, including one late payment and two payments that were not paid in the full amount. Additionally, a "Vacant Recovery" charge has been posted to their account each month, signaling utilities were not placed in their name. It is our understanding that the team at Epic also reached out to this resident via phone, asking them for supporting documents showing that the utilities had been placed in their name; however, they have yet to receive this information. If this resident has any questions, they are encouraged to contact the team at Epic directly.  
  
  Thank you,   
  Essex Support Team 

• Initial Complaint

  Date:10/10/2023

  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.

   
  Complaint: 20721529
  
  I am rejecting this response because: The only picture provided by Essex that shows embedded carpet stain is the same area where the 2022 water damage occurred and the repair responsibility belonged to Essex due to the pipe rupture. I had my computer in this corner and I would never have any other liquids in this corner. In fact, if you go back to the messages with your office staff I mentioned I was worried of water damage to my computer.
  You can clearly see in the picture when the water damage occurred that it goes out around 3-5+ feet. My computer table was still standing in water in this photo, now take that measurement and compare to your photos of where the stain is. The repair only replaced about 1.5ft which was not enough to cut out the full water damage. You can also see in the picture taken by the maintenance staff that the circle of the stain is partially cut out by the small strip of replacement carpet. If this was a new stain the carpet would have all been stained equally.

  The fact that your maintenance team did not replace the full portion is not my fault and I should not be obligated to pay for you lack of repairs. Furthermore, there was no way you could re-rent this unit with a patched-up carpet and that is the true reason Essex is trying to make me cover the bill for the full recarpet. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/18/2023

  Hello,

  Were sorry to see this BBB review and learn of any frustration this past resident may have experienced due to the carpet charges on their final move-out statement. After speaking with the management team at ************** and the Accounting Specialist assigned to their account, we can confirm the carpet charges are valid, as supported by relevant documentation. If this past resident has further questions, they are encouraged to contact their Account Specialist directly as they can best assist. 
  

  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:10/10/2023

  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.

  This is regarding move out charges that were filed and sent to me by this property management company. I was informed that I'd be able to speak with a representative regarding move out charges as I do not agree with the charges via the invoice and have made MULTIPLE attempts to contact the company regarding my inquiry into the charges and have not been able to receive a response. I'm worried this company may be fraudulently inflating charges and do not want this happening to other consumers.

  Business Response

  Date: 10/13/2023

  Hello, 
  While were sorry to see this past residents BBB review, we are unable to speak to their specific concerns without knowing the name of the community they called home. If they have questions regarding their move-out charges, they are encouraged to contact the Account Specialist assigned to their account. If they do not have this information, they can contact ********************************************** for assistance. 
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:10/10/2023

  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.

   
  Complaint: 20719812
  
  I am rejecting this response because:

  I would like to express my disappointment with  Essex/ ****** as the complaints made to the Better Business Bureau are indeed valid and true.
  Let me address the issues you claim the ***************** has addressed. Firstly my lease was signed with the understanding that I would be moving into a "luxury" apartment. However, it became evident that there was nothing luxurious about the apartment. The appliances and flooring have not been replaced in the past decade, and the overall state of the apartment is unsatisfactory. Additionally, the promised balcony is not present.Both were false promises! 
  
  I had no opportunity to view the apartment prior to moving in, otherwise I would have refused it. It was dirty, non-functioning, and far from what was initially promised as luxury.  Despite further promises from ****/******  management, no efforts were made to provide me with a new apartment to rectify the situation.
  
  Furthermore, maintenance and management have been largely unresponsive to my requests and concerns. I was left with no AC in the middle of a heat wave, which should have been repaired tree weeks prior, as the same problem occurred. At the same time, I had no hot water for 5 days. Insanity! 
  
  Additionally, the issue of the ***** infestation, caused from the illegal Airbnb unit next door, which took management and maintenance over a month to address, until my apartment was fully infested affected two  other neighboring apartments as well. It is disappointing that ****** management did not take immediate action to resolve this issue.

  The illegal Airbnb operations taking place next door , with management seemingly aware but failing to take appropriate action. 
  
  In addition to these issues, the building has been plagued with frequent water issues and leaks. The amenities, (the gym in particular) and hallways, havent been upgraded in the past decade, and a foul odor persists in the corridors. Its absolutely a health hazard. 

  Furthermore The lack of security and safety in the building is unacceptable, My car was broken into, and I have experienced package theft.
  
  Given the circumstances outlined above, I have been extremely disheartened by the lack of accountability and action on the part of this company. These conditions have significantly affected my living,  enjoyment of the apartment, leaving me extremely frustrated. 
  
  Sincerely,
  
  *************************

  hy. Management sits behind locked door and ignores residents calls, emails or office visits. Additionally, The emergency maintenance app has been turned off, which further exacerbates the issues, it directly affects residents ability to report and resolve any emergency maintenance-related concerns promptly.Furthermore, I would like to question the licensing of Essex to operate properties in ****. The apparent lack of efficient response to resident emergencies, such as the lack of hot water and AC not working during heat wave, the disabled maintenance app, raises concerns about the overall management and maintenance of the property. How is it possible to leave residence without hot water for five days ?? Ive enclosed maintenance requests that have not been completed or resolved for months!

  Business Response

  Date: 10/18/2023

  Hello,

  It's disheartening to see this BBB complaint posted here, especially knowing Essex and The Huxley are always available to address resident concerns as they're brought to our attention. After connecting with the management team at The Huxley, we can confirm they spoke with this resident on October 10th regarding their maintenance requests, in which the resident stated their maintenance requests were completed. The team also escalated this resident's concern regarding issues with the Resident App, which our IT team quickly resolved. While we understand this resident's frustration surrounding the hot water issue at The Huxley, the team has diligently sent residents frequent updates regarding repairs, and the hot water was fully restored on October 13th. Should this resident have further questions, they are encouraged to contact the team directly as they can best assist. 
  

  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:10/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  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. Not only have I sent the documents to the requested email, but also attached them here. 
  
  Sincerely,
  
  *************************ate steps to protect my identity and have reported this incident to the relevant authorities.In light of the circumstances and the clear evidence of identity theft, I kindly request that you investigate this matter thoroughly and promptly. I ask that you provide me with all documentation related to this debt and take the necessary actions to remove it from my credit report.I am committed to resolving this issue and ensuring that my credit report accurately reflects my financial history. Failure to take appropriate action in this matter will only exacerbate the harm caused by this identity theft.I appreciate your immediate attention to this dispute and request written confirmation of the removal of the debt from my credit report once the investigation is complete. Additionally, please provide me with any documentation or information related to the debt that led to its reporting.

  Business Response

  Date: 10/20/2023

  Hello, 
  
  We regret to see this BBB complaint and read through their comments here. While we have located this person in our system as a past resident at **********, if they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit, ********************************. Once completed, they need to submit the affidavit to *************************************** along with at least two of the requested items on the supporting documentation listed below and include the following account number in the subject line: ********. 
  
  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