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:08/23/2023

  Type:Customer Service 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.

  Illegal, and Deceptive Practices.Resident ID: ******** I rented an apartment from Essex Property Trust (Woodland Hills, ** *****) in the ************* Apartments, Playa Vista, ** for 10 months. I paid a $600 deposit. Upon moving out of Apartment A323, I was expecting the majority of my deposit to be returned less an $85 standard carpet cleaning fee instead I received a mere fraction of my deposit in the amount of $42.47 which can be construed as theft not to mention illegal to retain a deposit without justifiable cause.On 7/18/23 a move-out inspection was conducted by ***************************** and at no time did ******* make note of any painting that was required or excessive cleaning that needed to be done which would warrant not receiving back the majority of my deposit. ******* also stated I would only pay a $85 carpet cleaning fee but instead I was charged a $180 fee for carpet cleaning of 2 bedrooms. I also took pictures of the entire apartment. Essex also deducted a fee for a utility bill that I had already paid. I submitted proof via email that the utility bill had been previously paid but Essex has not reimbursed me for the payment they deducted illegally from my deposit. Since receiving the final move-out statement, a check followed in the amount of only $42.47 which was the balance of my deposit. Per ********** law, by not returning my deposit, it is akin to deceptive practices and also illegal. I reached out numerous times via email to the following email addresses seeking a resolution: *********************************************** **************************************** and *************************************** with no response. I also placed multiple phone calls on 8/10, 8/11 and 8/16 to **************, ************** and ************** and left voice messages with no response. It appears Essex Property Trust does not want to resolve this issue, which leaves me no alternative but to seek legal recourse for the reimbursement of my deposit as well as seek punitive damages for illegal practices.

  Business Response

  Date: 09/06/2023

  Hello,

  
  We apologize for any frustration this past resident may have experienced upon receiving their final move-out statement; however, we can confirm all charges are valid as supported by relevant pictures and documentation. If they have any questions or further concerns they would like to address, they are encouraged to contact *************************************** as theyll best be able to assist. 
  

  Thank you, 
  Essex Management 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20510062
  
  I am rejecting this response because: Clearly the issues I brought forth are not being acknowledged nor rectified.  Essex has not presented a resolution.  Their only response is to reach out to an email address: ***************************************.  As I have stated previously in my initial complaint, I have reached out to the email address Essex has referenced on numerous occasions and I have never received a response.  Essex cannot provide a contact phone number nor a person I can speak to and reaching out via email is a dead-end.  If they bothered to review the documents I provided, they would have noticed the utility bill was paid on 7/17/23 and I moved out on 7/18/23 so why did they deduct from my deposit for a bill that had already been paid.

  I will now pursue this matter through small claims court.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2023

  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.

  I lived at ***** Unit 2 from November 2021 until last week. I always paid on time and acted as a responsible resident. When I first moved in, there was a friendly and attentive office, and I remember *****. Over time, all aspects of customer service (except maintenance) became a disaster. Under the management of *************************, our experience deteriorated significantly when we decided to move out. I don't know the details of her contract, and she might not personally be responsible for the average 7-day delay in email responses (if she even bothers to respond). We struggled to get her to respond so that we wouldn't lose the offer on our new apartment. We made numerous calls. We had to delay our move-out date due to her slow responses, which was detrimental as we had to pay rent for overlapping periods, causing significant financial strain, especially in this city where no one waits a month for a new rental. We managed to change the move-out date to the day after my first email (8/26). She promised that if we left earlier, she would list the apartment as available, potentially saving us a few days' rent. We left on August 13 and contacted her to schedule the inspection. Today is August 19, not a business day, and we still have no response. The lack of willingness to do their job is only understandable if they're contracted for two hours a day; otherwise, it's incomprehensible that all the ****** reviews reflect the same complaints. Their conduct and lack of customer interest are disgraceful. We even inquired about renewing the lease, but they showed no effort in "selling" us another year, so we looked elsewhere. I've complained about her lack of response, and the manager is aware. It's a complete mockery that we're once again left waiting for days on end for a response, especially when it's about the final inspection, and the unit has been vacant for a week. This is causing us financial harm due to waste of time. If this continues, I'll have to escalate my claim.

  Business Response

  Date: 08/31/2023

  While were disheartened to read this past residents comments, the timeline of events described here is not entirely accurate, and we'd like to take this opportunity to clarify some of their comments. After reviewing these concerns, we can confirm the team at ***** communicated consistently and effectively with this person regarding their interest in a lease renewal and early move-out as supported by relevant documentation. If they have any further questions, they are encouraged to contact ****************************************  
  
  Thank you, Essex Management

• Initial Complaint

  Date:08/18/2023

  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.

  I have never had any contact or business with this company and today I received notification that they have closed and placed an account in collections with my name on it. This is clearly fraudulent or at a minimum irresponsible and needs to be cleared ASAP.

  Business Response

  Date: 08/24/2023

  Hello, 
  
  We regret to see this persons 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 
  
  We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact ***************************************.  
  
  Thank you, 
  Essex Management 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20491377
  
  I am rejecting this response because: This company is now trying to pass the responsibility for their careless reporting on as identity theft. The company clearly half-heartedly researched someone who may have genuinely owed them money and attributed this "collections" account to me. I expect a phone call to resolve this issue with the company directly so they may understand that I am not the person who owes them money and remove this collection account!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/16/2023

  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.

  There is no manager on site at the ******* property on Sunset, *********** **********. When you call the office no one answers . You leave messages no one calls back.I am trying to get a hold of them about my current lease . I have ended up paying month to month because they are reluctant to engage in any conversation.They send me one lease agreement one month after the initial email .If I have a question or want to look at different options no one is responding.I think this is illegal to do in this State.I might to contact an attorney,

  Business Response

  Date: 08/21/2023

  Hello, 
  Were sorry to see this complaint and learn of any frustration this resident may have experienced regarding their current lease. After speaking with the management team at ************************, we can confirm the team has constantly communicated with this person since they made their initial request in May, and they apologize for any delays on their part. Additionally, the team informed us that they would contact this resident directly to discuss the next steps.   
  Thank you,   
  Essex Management 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20478661
  
  I am rejecting this response because:

  they have not constantly communicated . After I filed a complaint they sent a text message saying they are working on the 6 month lease . I have sent several messages on email and left messages for them that I would like them to call me . ************** Just a bunch of bull s*** . I had to end up paying month to month rent twice because no one responds . 

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

• Initial Complaint

  Date:08/15/2023

  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.

  Essex most likely miscalculated our move-out fee, and requested residents to pay possible wrong amount within 1 week without offering any explanation or reply after being contacted multiple times. We are past residents with Essex's property ****************** in ********. We moved out of their unit on July 23rd. On Aug. 7th, which was 2 weeks after we moved out, we were requested to pay back a balance before Aug. 21st. The balance was $304 which included a possible miscalculation/wrong charge of $36, as our parking for July should be prorated and is not currently. After that we emailed Essex over 5 times and called for more than 1 week, still haven't received reply. We received a mail on Aug. 14th again requesting us to pay the wrong amount before Aug. 21st, without any reply on the wrong charge. Essex threatened in both email and mail that if we didn't pay back the wrong amount by Aug. 21st, our credit score might be impacted. As past residents, we are requested to pay back a possible wrong amount without any explanation or reply. Furthermore, we are also requested to pay the balance within 1 month after move out date. However, it already took us 2 weeks to receive the notice and 1 week to contact Essex, which means we were only left 1 week to solve the wrong charge which should be Essex's responsibility. Essex's threaten to impact our credit score is completely unfair given their miscalculation, late notice and unresponsiveness. I'm request Essex to (1) response immediately, (2) stop any behaviour that affects credit score until this case gets solved, (3) extend the pay back date until the amount is finalised, (4) adjust the amount if the miscalculation is confirmed.

  Customer Answer

  Date: 08/18/2023

  Hi, I would like to close my Complaint ID: ******** as the merchant has already contacted me with solution. Thank you, ****

• Initial Complaint

  Date:08/12/2023

  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.

  I lived at ******* apartment in ***********, ** for 2 yrs - address: **********************************************************************************. The unit was a one bedroom with a loft space. I moved in on 8/1/23 and moved out on 7/31/23. Prior to move in, I paid a $600.00 security deposit along with the rent. I also had an Emotional Support Animal verified by my health provider.While I lived there, I took complete care of the apartment. Nothing was damaged and cleaned constantly. I did hang 2 tvs on the walls and a couple small items. I did have several rugs and furniture in the apartment. I called ******* several times trying to set up a move out inspection and they failed to pick up the phone. So I had to move out without a joint inspection. I took video and pictures of everything - the place looked perfect, except for the few spots where I had mounted something (I even patched the holes!). I vacuumed the majority of the apartment and even cleaned all the walls and surfaces. I did forget to clean the microwave. A week after move out, they sent me a bill for $623.67, plus they took my $600.00 security deposit. So total bill was $1223.67.... this is outrageous! Their statements and report are attached and have very weak evidence of anything. Everything they reported is normal wear and tear after two years of residency.They claimed I have to pay for painting the entire apartment when they provided pictures of minimal to no marks. Also painting is normal for new residency. $98.99 They claimed cleaning - I understand the oven and the bathtub but that's it... Cleaning is also required for new residency. Charged $160.00 They claimed they had to replace the entire unit's carpet! I used rugs and had furniture, so you can see the difference between the two... this is absolutely normal! They did not try to clean the apartment carpet at all - they just claimed replacement and charged me $861.29...I am fine with the cleaning fee but require the carpet and paint to be removed and reimbursed.

  Business Response

  Date: 08/21/2023

  Hello, 
  We apologize for any frustration this past resident may have experienced upon receiving their final move-out statement; however, we can confirm all charges are valid as supported by relevant pictures and documentation. If they have any questions or further concerns they would like to address, they are encouraged to contact ********************************************** as theyll best be able to assist. 
  Thank you, 
  Essex Management 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20461406
  
  I am rejecting this response because: their claims are not valid, and they are abusing me and the system. I have video and photo evidence of the state of the apartment when I left. If I need to, I will get my lawyer involved, as well as the the *********** Tenant's Rights and the *********** ******************* They have continued to refuse to respond to me directly. They did not show any proof that showed excess wear or damage. They did not show proof of trying to clean the carpet first before replacing.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/11/2023

  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.

  Hello,I was a previous renter of one of the apartments managed by Essex Apartment Homes, ************************ Apartments in *********, **. I lived there from Jul 2021 through Jun 2023, and was notified of my move-out charges once I had moved out in Jun 2023. There were multiple charges on the move-out statement that I disagreed with, stated below, and the company has stopped responding to me. I have sent multiple emails, called them and left voice messages repeatedly, but no one has gotten back to me. I am hoping that BBB can help me resolve this dispute. Disagreements on the final bill:1. In attached screenshot, you can see I paid the amount of $362.11 on June 5th 2023. At that time, that was the only balance that was showing on my account. So I am not sure why an extra $165.35 in utilities is now showing up as pending on that date. It wouldn't make any sense for me to pay a partial amount when I have always paid the full amount and zeroed out my account before. This $165.35 was added retroactively and backdated, which is concerning because how am I supposed to keep track of what these charges apply to if they can add a charge for any date whatsoever?2. I was charged $205 for cleaning and $205 for carpet cleaning. I am attaching both my move-in checklist where I state that the carpet is in a bad condition with stains when I moved in as well as pictures of my move out. I have cleaned the carpet AND the apartment to the exact condition that it was in when it was handed to me on move-in. You can see as much on the attached pictures of when I moved out. I should not be charged for either given the condition I handed the apartment back in. I asked them to provide me with receipts of both the apartment cleaning and carpet cleaning and have not heard a response. I have a pending balance my account should now be the $410 for cleaning and $165.35 in unknown utilities charges that I'm disputing, and needs to be zeroed out. Thanks.

  Business Response

  Date: 07/21/2023

  Two coast living has never owned or managed an asset in ********* **. Please close this complaint. 

  Business Response

  Date: 08/11/2023

  Hello,  
  
  Were disheartened to see this past residents complaint posted here, especially knowing our teams always strive to provide transparency and fairness when assessing move-out charges. Unfortunately, this person did not note that there was damage to the carpet upon move-in and only stated that the carpet was old. Additionally, the payment of $362.11 was for the June prorated rent and the utilities for that month (covering April usage since utilities are back-billed for about two months). The final utility statement would have been added and processed post-move-out, covering **** usage (full amount) and Junes (prorated three days). If they have any additional questions, they are encouraged to contact **********************************************.  
   
  Thank you,   
  Essex Management 

• Initial Complaint

  Date:08/11/2023

  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 ****************** deducted the Conservice bill (water, trash,and sewage) for **** twice from my security deposit. The amount of this bill was $100.11 and was paid electronically on **** 2, 2023 with the rent payment ($2486 rent + $100.11 Conservice, total amount of payment on **** 2, 2023 was $2586.11).Also I would like a refund of $80 because I gave a written 30 day notice on **** 2, 2023 to vacate the property in 30 days but inadvertently put **** 29th instead of **** 30th as my move out date. I was a tenant at this property for 3 1/2 years and I always paid my rent on time (was never late). This company is charging me $80 saying that even though I gave them a written 30 day notice, I put **** 29th instead of **** 30th as my move out date.Thank You.

  Business Response

  Date: 08/17/2023

  Hello,

  
  While were sorry to see this past residents BBB complaint, unfortunately, were unable to address their concerns without knowing the name of the community they lived in. If they still require assistance regarding their Conservice bill, they are encouraged to contact Conservice directly to reverse the double charge for ***** Additionally, if they have further concerns regarding their 30-day notice, they need to contact the community directly as they can best assist them. 
  

  Thank you, 
  Essex Management 

• Initial Complaint

  Date:08/10/2023

  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 am having a dispute with both Essex ********************* Homes (MC) AND Get Covered (GC), a third party company tasked with verifying my renters insurance on the day I moved into the apt. Essex owns MC. In May 2023, I got a fine for being "noncompliant" with my insurance. I immediately emailed MC and asked them why this was the case. I have maintained active renters insurance and got an approval email from GC on the day I moved in that my renters insurance was complaint. MC could not explain why I was getting this fine or help me solve the problem and stop the fines. Over the next few months, until the end of July, I sent over 10 emails and called at least 10 times to get the issue resolved. They said they were trying to get to the bottom of it and actively resolving this issue with GC and to just be patient. Fines were stacking up on me. Per MC, GC was not responding to their emails. I gave up on waiting for MC and turned to GC myself. GC said that because the expiration date on my renters insurance policy had passed, I was getting a fine. I immediately sent them a new PDF of the active renters policy that refreshes every year and told them about the difficulty with getting a response from MC. However, they kept the fines in place. These fines should be forgiven because (1) I did not get a timely response from MC as to why I had this fine and as a result, more fines piled up on me. Since I rent from MC, they should have been able to tell me why I was getting a fine in a timely manner either themselves or by contacting GC. (2) The fine is given for noncompliance. I was compliant the entire time. (3) It was not clear to me that I had to keep in contact with GC, a third party, every time the policy document renews (every 12 months). GC is a third party that approved my renters insurance on move in day only or during lease renewal. MC should be the primary contact and able to direct me to a resolution. Please tell them to delete these fines.

• Initial Complaint

  Date:08/09/2023

  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.

  I am a resident of woodland commons. They wrongly charged me for parking for months. I tried contacting them several times but they just ignore my emails. Whenever by mistake, they'll come in contact, they would ask the same question - what car do you have.For a month they ignored all my emails. It's impossible to get them to reply. If you go to the office, they directly say they don't support current residents, only future residents.I have no idea how to get my refund. The staff is worthless and non-responsive. I am of the opinion that apartment community ignoring the communication should amount to mental harassment as there is no way for the residents to get their issues with the community sorted out and I am hoping that a court would be my next step.Not only do I want to be refunded for the parking that they wrongly charged me. The loss of time just following up and due to feeling of being mentally harassed.

  Business Response

  Date: 08/10/2023

  We regret to see this complaint and learn of any frustration this resident may have experienced with parking at Woodland Commons. We've contacted the management team, who informed us they are working with Accounting to address the issue. If this resident has any questions, they are encouraged to contact the team directly. 
  
  Thank you, 
  Essex Management

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20424874
  
  I am rejecting this response because:
  As I already mentioned that the business did not respond on the emails that I kept sending. They have the least respect for the tenants and are incompetent with regards to any communication. That's not a resolution that the Essex trust has provided. They simply redirected to the very people whom I am complaining against.
  I will most definitely be going to court for the mental frustration that I have faced with woodland commons and will be billing for my time I spent needlessly for me being wrongly charged. They also falsely charged me on 7/1 for both parking and carport without me notifying and without any communication from either me or accounting/management. This cannot happen without a human intervention and is most certainly a fraud. I think all accounts of residents should be inspected and investigated if it's really a fraud that's being committed.
  
  Sincerely,
  
  ***********************