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

• 

  Apex Apartment

  1102 S Abel St Milpitas, CA 95035-9008

• 

  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

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:09/16/2023

  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.

  On 7/1/23 I was charged rent and utilities. Auto-pay was set up to pay everything however there was a *** limit that I did not know about which meant $111.55 was left unpaid. When I realized auto-pay did not pay the full amount I paid the remaining balance on 8/18/23 and then made changes to auto-pay to ensure it would pay the full amount the next time. Essex reported the missed partial payment to the credit report agency Transunion. However, they reported my account as derogatory and EDD (enhanced due diligence). EDD is for people who are high-risk and are involved in money laundering. This caused my credit score to drop 150 points. I have never missed a payment in my life. The only reason this partial payment was missed was due to the incorrect setup of auto-pay. When I spoke to the person at Transunion she said this was an extreme response for someone who only had a 30-day late payment and she normally doesn't see high-risk labels on this type of missed payment. She told me I could dispute the information reported and that I needed to get an early release letter from ESSEX. However, I cannot get in contact with ESSEX and need this problem solved ASAP. Every time I call no one answers so I leave a voicemail. I have sent numerous emails. I finally got 1 call back from ***** but I missed the phone call. She left a voicemail and I have since tried to call her back every day. I still have not been able to communicate with anyone from this business.It does not make sense for ESSEX to label me as high-risk for a 30-day late payment of $111.55. The balance has been paid off and I have not missed any other payment. It's also impossible to communicate with them. They will not respond to my emails. ESSEX has ruined my credit history and I regret ever renting from them.

  Business Response

  Date: 09/20/2023

  Hello,  
  
  While it's never ideal to receive a BBB complaint, we appreciate this resident bringing their concerns to our attention. After speaking with the account specialist on their account, we can confirm this residents credit reporting inquiry was received and the account specialist has emailed them for additional information so they can escalate their concerns. 
  
  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:09/13/2023

  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.

  This business is not run correctly and they dont follow the law. We used to live in these apartments from May 2021 until November 2021. We did sign a lease but around oct-nov of that year we got a domestic violence restraining order against the other party that lives there so we moved out . Every step of the way and every time I updated them. ********** law states we could break our lease and be removed because of the order. They refused to take us off and I didnt understand why. The other party kept paying the rent so I didnt say anything then the lease expired and I contacted them again and again provided the restraining order and yet they refused again. Months went on and the party stops paying rent. They call us to tell US to call the other person to tell them to pay their rent, we tell again everything going on and the manger supposedly never heard of anything but kept insisting we tell them to pay the rent even though we shouldnt have contact with them, I wasnt going to call them that was terrifying enough. We receive a notice somehow for an eviction, only got it because our mail was forwarded. Regardless we shouldnt owe this money they even stated we were to be dropped from the eviction lawsuit but they reported all this money to credit bureau. They state that they did everything right, and i dont see how that could be. I have been so stressed and worried sick over this and *** never had to deal with something like this before. They should right their wrongs.

  Business Response

  Date: 09/18/2023

  Hello While were sorry to see this BBB complaint, we are unable to address this past residents concerns without knowing the name of the community they called home. With that said, we encourage them to provide more information so we can look into their comments, or they can contact ********************************************** and a member of our Accounting team will assist them. 
  
  Thank you, 
  Essex Support Team 

• Initial Complaint

  Date:09/13/2023

  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.

  We moved out of the Solstice Apartments (by Essex Property Trust) on August 15, 2023. We were charged a total of ****** and they have not returned our security deposit of $600 after 21 days of the move-out. We are complaining to BBB about this matter for the following reasons.During my tenancy at Solstice Apartments, I consistently complied with the terms of the lease agreement. I paid my rent on time and maintained the property in good condition.Complete Cleaning: Prior to vacating the apartment, I ensured that it was cleaned thoroughly. All surfaces, including floors, countertops, appliances, and fixtures, were cleaned to a high standard. I have paid professionals to have a complete cleaning of the apartment. I have photographic evidence to support this claim.Wall Painting and Normal Wear and Tear: It's important to note that any deductions from my deposit should only be made for damages beyond normal wear and tear. I did not cause any excessive damage to the walls of the apartment. Any minor scuffs or marks on the walls are well within the bounds of normal wear and tear, and they do not warrant a wall repainting fee. I am happy to provide photographs and documentation of the apartment's condition upon my move-out to support this claim.Legal Obligation: As per ********** law, landlords are required to return the security deposit within a specific timeframe if there are no legitimate deductions. Failure to do so may result in legal consequences.In light of the above points, we kindly request that the Solstice Apartments (by Essex Property Trust) return our full move-out deposit of ****** (=600 security deposit minus ****** utility) within 21 days from the move-out date, which, however, has passed.

• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising 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.

  After living in 4 apartments within Montebello apartments in ********, ** for 8.5 years, I finally moved out to purchase a condo. I gave my 30 day lease break notice and paid the lease break fee. My official move out date was 8-9-23. On 8-29-23, I received an email with move out charges totaling $1100, and a pay-by date of 30 days after my move out date, which would actually be only 10 days from the day I received the bill. I was shocked and furious. I reviewed the move out inspection photos they provided as well as the "itemized" list of all of my charges, and will not be paying for the majority of them. I moved into that unit in April 2021, so I lived there about 2.5 years. They are charging me a cleaning fee, a full carpet replacement and a full apartment repainting. However, none of the photos they gave me show anything that would require these charges. The carpet was dirty on the stairs and there was a small stain somewhere, otherwise I had regularly ran my own carpet cleaner in the unit. They didn't try to clean the carpet, they just replaced it and charged me. Supposedly the carpet was replaced in 2021 before I moved in, but the cost that was charged to me was $500 more than just two years before. Also, the "invoice" they gave me said the carpet was ordered on 8-4-23, which is 5 days before my move-out date and their inspection. Regarding the walls, I only had nail and s**** holes which is what their photos showed. I never changed the color of any walls. Previously when I moved out, I was charged for just some wall repair. ******** has passed a new tenants' rights bill which took effect July 2023. It clearly states that I cannot be charged for cleaning, painting, or replacing of things that underwent normal wear and tear. As a single woman who rarely had guests over, there's no way I caused neglect and excessive damage by simply walking up and down my stairs or hanging curtains and paintings.

  Business Response

  Date: 09/28/2023

  While we regret to see this past residents BBB complaint, after speaking with the Account Specialist assigned to their account, we can confirm all charges are valid as supported by relevant documentation and photographs. If they have any further questions, they are encouraged to contact ***********************************************  
  
  Kindly, 
  Essex Support Team 

• Initial Complaint

  Date:09/08/2023

  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.

  Essex Property Trust, the property management company for my last apartment at ************* in downtown *********** has not refunded me my rental deposit refund! I originally paid a deposit of $600 and believe im owed a refund of $371.40. I was only there a year, the place was pretty worn when i moved in (appliances, plumbing fixtures, and window shades.... and the rest is just a concrete box). I took care of the place and expected to pay for normal cleaning and paint touch up when I moved out but they sent me a bill for a completely new stove and bathtub resurfacing!! Which, to be clear they are not allowed to do because its basic wear and tear on major appliances and plumbing fixtures over long term use (**** years of wear and tear), not to mention these were issues i noted on my move-in assessment form that these were in pretty rough condition at move in!... and then they had the gall to try to pass the bill on to me!! And then.... I have followed up by emails and phone calls every few days for several weeks now trying to get this sorted out and they have completely disappeared! No response in any way!! No response to emails, no one answering the phone calls, no call backs, absolutely nothing!! Completely unprofessional and disrespectful! No way to work this out with them myself if they wont even correspond with me!Beyond unacceptable and fraudulent!

  Business Response

  Date: 09/18/2023

  Hello While receiving a BBB complaint is never ideal, we appreciate this past resident sharing their concerns with us. After reviewing their final move-out statement with our Accounting team, we can confirm that all charges are valid by supporting documentation and pictures, which have been attached for reference. Additionally, the team at ****** Lofts waived the bathtub resurfacing fee as a customer gesture, although there was visible damage outside of the normal wear and tear. If this past resident has further questions, they are encouraged to contact **********************************************.   
  
  Thank you,  
  Essex Support Team 

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20574540
  
  I am rejecting this response because:

  Complaint: 20574540
  
  I am rejecting this response because:

  
  1) They never responded to any of my phone calls or emails in a timely manner (I was reaching out every 3-5 days from first receiving their move out statement on Aug 21st.  I responded that day and at least every 3-5 days after that if not more, copying all emails they told me to contact as well as trying both phone numbers they gave me and leaving messages.  They told me i could reach them at an email and phone number i clearly could not reach them at.

  
  2) They state that they sent me images at the time of the August 21st email but the link did not go to anything so i had no way of accessing these images and since they wouldn't get back to me, I could not resolve this issue and had no way of referencing the images.

  
  3) Conflicting information between the email they sent on the 21st and document they attached on the 21st (that i have previously attached for your reference):  In they email they state "If a full payment is not received within 30 days of your move out date, you will receive an email from ******************** with login instructions to our past resident portal, Pay Ready. If payment or payment arrangements are not made promptly, your rental or credit history could be negatively impacted."  But in the attached document it states  "Payment for this balance is due September 4, 2023", which was only 14 calendar days after sending the statement (and on a holiday weekend where offices were closed), and again they provided a contact phone number and email I was supposed to be able to reach them with questions but I was not able to get through or any response!... I'm not positive but i believe legally they are required to give me 30 days to make any payment and i don't know what the repercussions are if they are unreachable for questions during that time frame? (all of these deadlines without being able to contact them caused me great stress and anxiety)

  4)  They finally just responded to me this past week, Sept 15th (i'm guessing after they heard from the BBB as well as my leaving comments on social media... which by the way i emailed them a week in advance stating that i would do if i did not get some sort of email or phone call back from them...  And they claimed 3 falsehoods: (1), again that they could be reached at an email and phone number they can't be reached at. (2) they stated "As a courtesy we waived the tub resurfacing charges and this has already been changed on the move out statement by our past resident support team."  Which is not a "courtesy" but rather a correction because it appears they never referenced my original move-in form clearly stating the tub surface was easily staining and old (I left it in the same condition it was in when i moved in), and no updated move out statement was attached to reflect this supposed change.  And (3), attached an image of a stove top with a crack in it, which was not the condition I left the stove in... see more info in note 4 below.

  5)  In their attachment they provided you, the "other photos" image of a crack on a stovetop, which was also the image they sent me on the 15th by email.  Where does this image come from & why was it not included in the original images section of their attachment?  I also took a photo of the stove about 5 minutes before i handed over my keys on move out day and in the metadata of my image you can see the date and time stamp.  (Image attached as well as a zoomed image of the burner with no crack and which shows when it was originally taken Aug 11th and then edited (to zoom in only) on Sept 15th... I have also attached my original full image so you can zoom in yourself if you prefer.  I did not take a direct looking down image because there wasn't anything wrong with the stove and it was in the same condition it was when i moved in (old and worn and scratched but not cracked) so i didn't think to take a photo of something that wasn't there.  When i open their image the data appears to show the image was taken on Sept 15th right around the time they emailed it to me?!  I don't know what happened (and don't want to speculate) but i have no other way to check when their image was taken...  All i know was the stove (which again is likely **** years old) was not cracked when i moved out and with all of Essex's shady behavior and lack of response and communication and no date on the image at move out, and no way to access the images they said the sent Aug 21st.  Plus also knowing they leave these units unlocked during renovations and unsupervised showings to new possible tenants, and given the break-ins and thefts and dishonesty i've dealt with over the year of living there and dealing with this company I just don't trust them and believe they are being dishonest again and just trying to pass along the bill of a brand new major appliance to me, the most recent ******* who was only there a year and who also takes great pride in being an honest person.
  
  Sincerely,

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

• Initial Complaint

  Date:09/07/2023

  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.

  Management here is ignoring the residents. They don't respond to any inquiries. There is an unleashed pit pull that runs through the lobby every single night. Pit bulls aren't allowed in this community. Managers monitor surveillance footage of residents on their personal phones. They use their personal phones to watch when you come and leave the building

  Business Response

  Date: 09/14/2023

  Providing excellent customer service is a top priority at ******************** and Fox Plaza, so we're sorry to see this BBB complaint and learn this resident's experience has been anything less than ideal. We take resident inquiries seriously and can assure this person that our team is always available to address resident concerns. With that said, the management team at Fox Plaza has not received any complaints about pit bulls in the community; however, they appreciate the feedback and will be on *********** for any unauthorized pets. 
  

  Thank you,  
  Essex Support Team

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20567339
  
  I am rejecting this response because: I am still waiting for Essex to get back to m e and tend to the issues I was complaining about. They responded here and seemed very concerned. However I have been emailing them for over 7 months. Essex is not concerned with their residents. I would never rent from Essex again. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/06/2023

  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.

  [Essex over charging move out fee, refuses to refund as promised, didn't reply for 3 weeks]On Aug. 16th, as a past resident moving out of Essex, we were promised to receive a refund of $638.72 within a week in a check. However till now (Sept. 6th), we still haven't received this refund and Essex refused to reply for all 3 weeks. While logging into our resident account, we realised that not only our refund is cleared without sending us the check, we are also charged for another $906 rent after we move out for no reason. This charge is not noticed at all and can impact our credit score. We are requesting Essex to remove the wrong rent charge, refund us back as promised and close our resident account with no balance.

  Business Response

  Date: 09/15/2023

  Hello,  
  Were sorry to see this past residents BBB complaint and learn of any frustration they may have experienced regarding their refund. After speaking with our ******* Services team, we can confirm that a mistake was made when attempting to make corrections to the rent charge. This has been reversed and a refund of $638.72 has been issued to the address in the attached revised move-out statement. If this past resident has any further questions or concerns, they are encouraged to contact ***********************************************  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20563401
  
  I am rejecting this response because:

  Firstly, till today - Sept. 19th, the refund or check is not received at all. 

  Secondly, previously Essex promised the same solution - refund in check of $638.72. But then they didn't issue the refund, and charged another -$906.97 in my account without even informing me.

  Thirdly, the past resident email/contact Essex left is basically an auto-reply, I previously emailed on a daily basis for 2 weeks and received no response. 

  I would like keep communicating via BBB about this compliant, to achieve my ideal solution: (1) receive the refund via Venmo or Zelle, or wire; (2) have Essex promise that this move out statement is final, and they will not make any furhter changes especially charges to my account; (3) my account balance will stay 0 until it's closed. 

   

  Thank you. 

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

• Initial Complaint

  Date:08/30/2023

  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.

  1) On July 7th I sent the email giving the Alessio a 30 day notice due to the pest issues. (see email attached)2) I sent ************************* my forwarding address on July 20th. (see email attached)3) I signed my lease at my new home on July 19th and moved out of the Alessio on August 7th.4) I spoke to ****** on August 8th and confirmed I moved out and the key was left on the counter in the apartment. 5) I received the invoice from the Alessio on August 16th and I sent an email to the Alessio on August 16th advising the following: The notice date of July 11th is incorrect. I sent the 30 day notice on July 7 (see email attached). The move out date is incorrect. I moved out on July 7th and confirmed this with *************************. The forwarding address is incorrect. I sent my new address to JaTiya on July 20th (see email attached).6) I have called and left 5 message with the past resident department and the Alessio residential team.7) Scheduled a call back from the past resident department on August 19 at 9:00a.m. No one from the Alessio called. I sent an email regarding not receiving the scheduled call on August ****) I wrote a **** requesting a call back on July 19th. 9) Spoke to ********************** Community Manager on August 23rd. She said someone from the past resident department will call me on August 24th. No one from the Alessio called or sent an email.10) It's been 22 days since I moved and I have not received my deposit or a return phone call or email regarding my deposit and the charges listed on the invoice.At this point because my deposit was held in bad faith and the ******* has ignored all of my phone calls and emails. I would like to be reimbursed double which is the amount I would receive in small claims court. I moved in the Alessio 1/2015 and move out because of the roaches and rats that invaded my apartment due to the trash issues at the Alessio. Due to the inconvenience, I have no issues filing a small claim in court for double or triple the amount of my deposit.

  Business Response

  Date: 09/14/2023

  Hello, 
  We regret to see this past residents complaint and learn of any frustration they may have experienced during their move-out. After speaking with the team at Alessio, we can confirm this person received a refund of $1,165.11 and was not charged any cleaning fees. While we cant speak to the missed conversation with our ******* Services team, we apologize for any inconvenience it may have caused. Should they require further assistance, we encourage them to reach out to the Account Specialist on their account. 
  Thank you, 
  Essex Support Team 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20542578
  
  I am rejecting this response because: I did not receive a refund at all. Their response is untrue. I have received zero dollars.
  
  Sincerely,
  
  ******'*********************

• Initial Complaint

  Date:08/28/2023

  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.

  Breaking of civil code ******, ******, ****** and Health and Safety Code ******* The landlord has this duty to repair because of a ************************ case, called ***************** Court, 181 which held that all residential leases and rental agreements contain an implied warranty of habitability. The property is claiming that upon move out we owe a significant amount ($700.17). In this includes cleaning of rooms and replacement of carpet in both the living room and the stairwell. If you take a look at the attached report it is detailed of what was to be replaced and/or cleaned. Of this, the stairwell carpet was to be replaced. When returning to the property none of the work was done other than the replacement of the cabinets. The property never had the inspector return to approve moving back in.In particular, the plumbing did not appear to have been inspected, as we are still having problems with it, and none of the walls had been cleaned/disinfected. Additionally:Carpeting, which was finished after we had moved back in, is not secured in some places (stairs, next to landing).Tarp fragments are stapled to the wall around the hall bathroom doorway, which we do not have the tools to remove (has also damaged the paint).We have found several loose nails, staples, and metal shards in the carpet.Hallway bathtub was not reglazed.Plumbing was not touched or even inspected.We returned to minor damages throughout the apt from the construction done while the unit was vacated: scuffs on the walls in the hallway, stairwell, living room, as well as the entryway floor, and fridge, with a dent/gash on the fridge; paint splattered on the kitchen floor and fridge.Dryer was not functioning and the breaker needed to be replaced.Baseboards in master bathroom were replaced, but work was sloppy and paint is not uniform/unpainted wall is visible.To rectify no funds should be owed and receive money for living in inhabitable space.

  Business Response

  Date: 09/14/2023

  While were disheartened to see this past residents complaint, we can confirm all charges are valid as supported by relevant documents. If this person has any questions about their final move-out statement, they are encouraged to contact ****************************************  
  
  Thank you, 
  Essex Support Team 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20533310
  
  I am rejecting this response because: there was no statement addressing that the carpet of the stairs should have already been changed according to the inspection done. Which was never done because we were told it was okay to move back into an apartment when the work had not been completed. There were no pictures provided showing damage on the stairs. Therefore, there should not be an expected payment that cannot be justified. 

  It seems easy for this business to continue to subject tenants to live in a sub-par apartment and in some uninhabitable conditions. 

  In addition, the email that was provided had already been reached out to. They state that a response will be made within three days, it has been well over 7 business days from receiving a reply. 

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

• Initial Complaint

  Date:08/25/2023

  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.

  The purpose of this complaint is to bring to your attention the unprofessional conduct and inadequate communication exhibited by Essex Management in their dealings with me as a policyholder, and the role played by the Better Business Bureau in this matter.To provide some context, I have been a loyal customer of ******************** Management for the past 18 months. During this time, I held a ****************** policy, which I believed was valid for my needs. However, to my surprise, I recently discovered that Essex Management has changed their policy acceptance criteria without any prior communication to their customers. Under this new criterion, Lemonade policies are no longer accepted due to their perceived failure to meet the AM Best Rating of A-VII.My primary concern in this matter is the complete lack of communication from Essex Management regarding this significant policy change. As a policyholder, I was not informed of this alteration in the acceptance criteria. This lack of transparency is both disappointing and unprofessional, as it has resulted in my payments to Lemonade over the past 18 months seemingly amounting to nothing.Furthermore, I am deeply troubled by the additional issue of penalty charges that Essex Management has imposed on my account. Despite being unaware of the policy change and the subsequent invalidation of my Lemonade policy, Essex Management has been charging me penalties for the past five months. This practice is not only unfair but also contradictory to the principles of ethical business conduct that the Better Business Bureau stands for.I am ok with switching my insurer but I want Essex to refund the penalty fees they have been charging my account. It it $15 per month for the last 5 months.My apartment is ***************************************, ******* ** ***** - Trails of ******* Thanks

  Business Response

  Date: 09/14/2023

  While we understand this resident's frustration regarding their renter's insurance, we cannot refund their noncompliance fees as that must be handled directly through GetCovered. Additionally, the GetCovered program was announced to all residents last fall, as Lemonade is no longer our renter's insurance partner. The management at **************************** also confirmed that they spoke with this resident on August 28 about their policy and instructed them on where to upload their documents. If they have any further questions, they are encouraged to contact the team directly or reach out to GetCovered for their refund options.  
  
  Thank you,  
  Essex Support Team

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20523738
  
  I am rejecting this response because: I didn't get communication about lemonade no longer valid. I  was also not told about the fees. I sent many emails to getcovered and ***************** but no one replies.
  
  Sincerely,
  
  *********************