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:06/03/2025

  Type:Service or Repair 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.

  I reported a water leak in my apartment on April 30th from a water heater from the tenant who moved out above my apartment. It took nearly a month for the apartment to be fixed and Im still having issues with the property avoiding phone calls and emails regarding my insurance claim. The contractors used my water, electricity, appliances, and no concessions in my rent. I just need someone to call my insurance so I can finish my claim. Im disappointed in the management with the lack of communication throughout this terrible experience. Ive lived in an Essex property previous in ****** and did not expect this poor level of service.

  Business Response

  Date: 06/03/2025

  Hello,

  We regret to see this complaint and learn about this resident's experience. Unfortunately, without knowing the name of the community they call home, and the proper contact information associated with their lease, we're unable to locate them in our system. We encourage this resident to contact the community's management team as they'll best be able to assist; however, we're more than happy to help once the correct information is provided.

  Thank you,

  Essex Support Team

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23412883
  
  Reveal Apartment - *********************************************************************************************;

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

  Business Response

  Date: 06/09/2025

  Hello,

  We appreciate this resident taking the time to provide the name of the community they call home. The management team at ****** informed us that they contacted and provided the requested information to the adjuster on Friday, June 6. If they have additional questions, they are encouraged to continue to work with the team at Reveal as they are in direct contact with the adjuster on the insurance claim. 
  

  Kindly, 
  Essex Support Team

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/02/2025

  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.

  Summary of Formal Complaint ************************************ (Essex Management)I am filing a formal complaint regarding repeated mismanagement and negligence by Emerald Ridge Apartments, which has caused significant financial and emotional strain on my familyespecially impacting my young child with developmental needs.Key issues include:Rent Mismanagement (MayAug 2023): Despite submitting a reduced rent voucher from ****, we were overcharged for months with no adjustment or reimbursement.Unsafe Living Conditions: Hazardous maintenance issues went unrepaired for extended periods, and management responded unprofessionally when we were unable to grant vendor access during a COVID case.Improper Transfer Fee: A transfer fee was wrongly charged despite an agreement to waive it due to unsafe conditions.Unjust Transfer Denial: Conflicting and shifting reasons were given for denying a transfer, despite prior agreements and good faith efforts on our part.Ongoing Billing Errors: We continue to face inaccurate charges and unresolved account issues, leading to credit damage and financial hardship.Emotional Toll: These persistent problems forced me to pause my education and caused ongoing distress for my family.These failures reflect a pattern of neglect and lack of accountability by Emerald Ridge and Essex Property Management.

  Business Response

  Date: 06/09/2025

  Hello, 
  
  Providing exceptional service is a top priority at Essex and Emerald Ridge, so we regret to see this complaint and learn about this resident’s experience. We also appreciate this resident’s patience as we worked with the management team at Emerald Ridge to get more information on their comments. 
  
  With that said, we understand this resident has been in contact with Emerald Ridge, and the team was able to resolve their concerns as of June 5. To reiterate, a resident statement was provided with a breakdown of charges and payments, an option to break their lease with no penalty was offered, an option to set up a payment plan for the current balance owed was offered, and their notice to vacate date was scheduled for June 30, with flexibility to reschedule if needed. Lastly, the team also shared additional information that Bellevue Lifespring could potentially support regarding the overdue balance. If there is anything else our team can assist with, please let us know, as we want to ensure a great resident experience.  
  
  Thank you,  
  Essex Support Team

  Customer Answer

  Date: 06/13/2025

   
  
  Complaint: 23410822
  
  
  
  I am rejecting this response because:

  Thank you for the opportunity to respond. While I appreciate the recent involvement of Richard, the Community Relations Manager, I must respectfully reject the company’s claim that this matter has been resolved.
  The steps taken so far feel like surface-level fixes, while the deeper issues—poor communication, mismanagement, and a continued lack of accountability—have never truly been addressed. My family continues to deal with the fallout of repeated errors, broken processes, and a system that has caused us financial and emotional strain—despite doing everything we were asked to do.
  To be clear: I believe Richard has gone above and beyond, and I do not hold him personally responsible for the many issues that occurred before he got involved. However, it must be acknowledged that serious mistakes have occurred repeatedly, and most have only been acknowledged under significant pressure from me.
  We requested a reasonable accommodation due to our daughter’s disability and were told multiple times we were eligible to transfer. Following that:
  -A transfer fee was charged
  -The unit passed inspection
  -A mutual termination was signed, and
  -Our notice to vacate was accepted
  -Only after these steps did we begin porting our housing voucher—a complex, time-sensitive decision made in reliance on the confirmation we were given. And yet, we were later told we needed to reapply, pay fees again, and now face new barriers like being asked for a raised deposit or a guarantor, despite already being accepted into an Essex property previously without those requirements.
  Other serious issues include:
  -Our lease being voided, placing us in holdover status without any notice
  -The rent was raised without prior approval from the housing authority. While I can’t say for certain that this caused the housing authority to stop payments, had Essex properly submitted the rent change, it could have helped prevent what followed.
  -Almost $12,000 in missing housing authority payments went unnoticed by Essex until I began the transfer process and started asking questions. How does a company neglect to recognize such a massive shortfall? Again, it was only discovered because I pushed for answers.
  At this point, I no longer wish to keep rehashing these deeply frustrating issues that will seemingly never be fully acknowledged—including the many months we lived in uninhabitable conditions because management claimed they were “waiting on a cheaper quote for approval.” After everything we’ve endured, I’ve still had to fight and justify myself just to get the originally promised fees removed.
  I also want to highlight that I had to appeal the decision regarding a policy change. While I appreciate that the appeal was granted, it feels hollow when new barriers continue to arise. We have not been perfect tenants—especially regarding utility payments—but we have always prioritized paying our rent above all else. If we paid rent and utilities from the same paycheck, it would leave us without enough to eat or afford gas to get to work or take our children to school. I understand this is not your direct concern, but I ask you to please look at the bigger picture.
  We have consistently paid our rent one way or another, generally always on time. We have no noise complaints, do not damage our apartments, have never been evicted, nor have we owed large sums to any landlord. We are a low-income family impacted by disabilities, doing our best to navigate the many barriers placed before us.
  I ask that you consider the full context of our situation and facilitate our transfer without unnecessary barriers, so that we can finally find some stability and peace in this difficult circumstance.
  All I ask is that Essex simply do what was already promised: honor the transfer we were approved for and stop creating new barriers to accessing the accommodation our family needs. That would be a meaningful and appropriate step toward making this right.
  
  
  
  Sincerely,
  
  
  
  Dominique Dwyer Jepson

  Business Response

  Date: 06/23/2025

  Hello,
  
  We understand this resident is dissatisfied with our response; however, we have thoroughly reviewed their comments and shared all relevant information provided by the team at Emerald Ridge. At this time, our support team has done everything within our ability to assist. If the resident has any further questions regarding their situation, we encourage them to reach out directly to the team at Emerald Ridge as they can best assist from here.
  
  Thank you,
  Essex Support Team

• Initial Complaint

  Date:06/01/2025

  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.

  What's happening to me doesn't feel legal. I've been charged the wrong amount yet again for the month of June.They over charged me by the same amount every month since January. The key issue was that they renewed my annual lease as monthly by accident, charging me the more costly monthly rate even though I opted for annual as I do every year.I called them in the very beginning of May when I finally understood I was being over charged. They told me they'd fix it May-forward. Fine. That's not fixing months of error, but I just wanted to move forward.But then they took all month to turn around the lease agreement for me to sign. On 5/28, after repeat calls to their office to remind them, they finally sent a corrected lease agreement. They had the calls recorded. They knew what they agreed to. And they dragged their feet for weeks, apologizing to me each time l'd call as if they knew they were dropping the ball.I signed it immediately on 5/28 for $3900/month, the corrected amount and they haven't processed it. It's now June 1st and l've been charged the wrong amount YET AGAIN. I was supposed to receive a credit in May that I never received. Now they owe me money for June too. I don't even see any documentation after signing.Mysteriously online says my rent is $4200 / month which is STILL incorrect, and I was charged $4500? I should have taken more screenshots instead of offering them the benefit of the doubt.I can't even submit this complaint via email through their broken app because the submit button doesn't work. So maybe they'll pay attention to me here. Too bad the office is closed so I need to wait until Monday for them to ignore me in person.I've been a loyal resident for 6 years. Unbelievably disappointing incompetence. Should I seek legal action at this point? I've never dealt with anything like this before.

  Business Response

  Date: 06/06/2025

  Hello, 
  
  Were sorry to see this review and learn about this residents experience. The team at ************** is currently working with our renewal team to resolve this issue. Unfortunately, this resident never signed the lease renewal which caused the lease to go into a month-to-month status. Additionally, the renewal team has offered to send them a 12-month lease with a backdate to start as of 5/1/25 at the rate of $3,989.00, which was accepted by this resident. If they have further questions, the team at 360 Residences is always available to assist. 
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 specific community has gone above and beyond to make my experience renting here a nightmare. Charing fees for unexplained reasons, not offering maintenance on broken fixtures, not doing their part to keep the community safe, homeless and drug addicts are constantly hanging around breaking into cars and homes. they falsely accuse you of making late payments, and don't offer any real times resident support for any and all the issues that occur on a daily basis. this complex should be shut down. Staff id unproperly trained and don't assist residents in how their inability to do their job causes residents to pay extra for their mistakes and incompetence.

• Initial Complaint

  Date:05/16/2025

  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 with ESSEX PROPERTY TRUST, they did not provide me with the original contract as i requested

  Business Response

  Date: 05/27/2025

  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:05/10/2025

  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 not liable for the debt with Allure at *************. I do not have a contract with Essex Property Trust, they did not provide me with the original contract as I requested.

  Business Response

  Date: 05/15/2025

  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:05/08/2025

  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.

  Submitted a security deposit. Property owners sold property I moved out prior to close of transaction did not receive security deposit. Essex said I need to deal with new owners. I moved out on 4/1/2025. Sale consummated on 4/2/2025. I was told by Essex management if I moved out prior to closing I would receive full compensation. Not happening, not ethical behavior.

  Business Response

  Date: 05/20/2025

  Hello, 
  
  We regret to see this past residents complaint and learn about their experience at *******. The previous management team has informed us that they will contact this past resident directly and also identify if they are due for a refund. 
  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23306727
  
  I am rejecting this response because: it has been a month and a half since I moved out. I have received multiple commitments that my security deposit in the amount of $1,500.00 will be paid to me. I have yet to receive any compensation. I am getting a check is in the mail response from both parties, but, as I stated I have yet to receive anything. I feel this is a run around and totally unethical behavior.

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

  Business Response

  Date: 05/21/2025

  Hello,

  We understand this past resident is dissatisfied with our response; however, the previous Essex management team has informed us that their deposit was processed by the new owner and mailed on May 10. If they have further questions, they are encouraged to contact the new property management team.
  

  Kindly,
  Essex Support Team

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23306727
  
  I am rejecting this response because:it is now May 22, 2025 and while I have now been told on three different occasions that the check is in the mail, I have not received a single cent of me security deposit. Furthermore I have no contract or business relationship with the new owners. I am holding ESSEX accountable based on the commitments made by the ESSEX on site management team. I have also asked for my deposit to be wired to my bank account so that there are no more checks in the mail scenarios. I have received zero response to this request..
  
  Sincerely,
  
  ** **********

• Initial Complaint

  Date:05/05/2025

  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 rented an apartment with Essex and renewed it in April. In the new lease term, we removed one of the parking spot from the lease. However, Essex has kept charging us $75 a month for the parking fee and didn't reply to our emails. Besides, Essex has messed up with my resident account so I can't file any maintenance tickets. They said they will follow up but I never get a reply neither.

  Business Response

  Date: 05/22/2025

  Hello, 
  
  While we appreciate this resident sharing their experience, we have been notified that the management team has resolved this issue with them directly. 
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:04/23/2025

  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 ****** ******* VILLAGE, I do not have a contract with ESSEX PROPERTY TRUST, they did not provide me with the original contract as i requested

  Business Response

  Date: 05/02/2025

  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:04/22/2025

  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.

  Company Name: Essex Property Trust Location of Problem: City Center Apartments, [************************************]Amount Disputed: $643.92 Date of Incident: March 2025 Complaint Summary:I am disputing a $643.92 charge that Essex Property Trust has applied following my move-out from the City Center apartment complex. Prior to vacating, I spoke with a supervisor/manager over the phone who confirmed that my move-out date of March 8th, 2025, would be accepted as my 30-day notice, and that there would be no additional charges. Based on that assurance, I finalized my move-out on that date.Despite this agreement, the charge was later added to my account. I contacted the on-site leasing representative to resolve the issue, but she was uncooperative and insisted that I could not speak to anyone else. I was denied the ability to escalate or speak with other staff or management. I also attempted to report this through Essex's "Contact Us" portal, but received no response.This situation has caused unnecessary stress, and I believe it reflects poor communication and a potential breach of verbal agreement. I am seeking both a resolution of this charge and acknowledgment of the communication failures that followed.Resolution Sought:1. Full reversal of the $643.92 charge 2. Written confirmation that my March 8th move-out was accepted as 30-day notice 3. Internal review of the leasing representatives conduct and Essexs escalation process

  Business Response

  Date: 05/08/2025

  Hello,

  We appreciate this past resident sharing their experience with our team. Unfortunately, all charges are valid and were explained to them in various emails and phone conversations, but were happy to reiterate and hopefully clear up any confusion they may have. This past resident submitted their Notice to Vacate on February 16, 2025, making them lease responsible through March 17, 2025, based on our required 30-day notice. While they requested a move-out date of March 8, 2025, our team informed them that their lease obligation would continue through March 17. A follow-up phone call also reiterated the 30-day notice policy.

  Additionally, the team followed up with the Community Relations Manager regarding their Contact Us inquiry. It was originally submitted on April 3, 2025, but due to a backlog, it wasnt forwarded to our team until April 30, 2025. We apologize for any inconvenience this may have caused them and encourage them to connect with the team if they have further questions. 
  

  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23238139
  

  I respectfully disagree with Essexs position.
  
  It is true that I initially submitted my written notice on February 16, 2025, requesting a move-out date of March 8, 2025, which is under 30 days. However, I then had a follow-up phone conversation with a member of their management team who clearly assured me that the company would honor March 8, 2025 as my move-out date without any additional penalty or prorated charges. I moved out in good faith based on that verbal agreement.
  
  Essexs response does not address the fact that I was assured verbally that I would not be held liable past March 8. That assurance changed the terms I was relying on, and they cannot now ignore it.
  
  Additionally, the representative I was dealing with refused to allow me to speak with anyone else in the company. That, combined with the delayed handling of my online complaint, added unnecessary stress and gave the appearance of bad-faith handling.
  
  I am still willing to resolve this amicably but will proceed to small claims court if necessary.

  Sincerely,
  Md ********* ***** ******

  Business Response

  Date: 05/15/2025

  Hello,

  We understand this past resident is dissatisfied with our response; however, we have thoroughly reviewed their comments, shared all relevant information provided by the team at ***********, and exhausted all avenues to address their concerns. At this time, our support team has done everything within our ability to assist. If this past resident has further questions, we encourage them to reach out directly to the team at *********** or contact us at *****************************************************************.
  

  Thank you,
  Essex Support Team