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

• 

  Essex Property Trust, Inc.

  161 N Civic Dr Walnut Creek, CA 94596

• 

  101 San Fernando

  101 E San Fernando St Suite 100 San Jose, CA 95112-7423

• 

  Essex Property Trust, Inc.

  24100 Newhall Ranch Rd Santa Clarita, CA 91355-5167

• 

  Brighton Ridge Apartment

  2307 NE 4th St Renton, WA 98056-4083

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:07/24/2023

  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.

  Started June 11 2023. Have contacted business several times. See attachment .

  Business Response

  Date: 07/31/2023

  Hello, 
  
  We regret to see this complaint and learn this prospective resident experienced any issues during the application process. After speaking with the leasing team at Alessio, it appears they did not contact this person within the 48-hour time frame; however, they attempted to call several times on June 13, 14, 15, and ****************************************************************************** text messages, which led to the application being canceled. Additionally, the leasing team agreed to refund the holding fee as a customer service gesture. They are encouraged to contact the team directly at ********************************** if they have any questions.   
  
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:07/24/2023

  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 been resident for ******** apartment, ********, ** (which is maintained by Essex) for 2 years and moved out on 30th Jun 2023. On 19th Jul received move-out settlement statement in this the i been charged with exorbitant charges apart from the regular expense like Utilities, Cleaning, Painting etc. The major things which i have raised dispute is on the resurfacing expense which been charged to me for ~**** USD for ***************** When I moved in, I been provided with all old but functioning things equipment. When i move-out i have kept things in same good functioning condition. But Essex team who seems to renovate the house has put over the renovation expense over to me as move-out resident expense. Please see the photos put on by the Team, See the countertop, tub all it needed was cleaning even it was mentioned in the technician comments. But what Essex team did is that it has hired 3rd party for renovation and their quote for resurfacing has been put on to me which is unethical.They already charged me with heavy cleaning, Paint, Carpet replacements etc. which i accepted and paid but this resurfacing expense of ~**** USD is totally not to be on me. They should not have put over their renovation expense to me as resurfacing expense. This has been removed. I have tried raising to their billing team and not received a solution yet. Please see over the photos and the billing costs they requested from me. The want to find a person whom they can load their renovation expense. As a reasonable person i have accepted to an extent and paid all except the unreasonable resurfacing of ~**** USD expense which put to me. Essex has clearly exploited the resident situation and overcharging with move-out charges.This needs to be reviewed by respective authorities and brought to limelight and these unethical activities needs to be stopped.

  Business Response

  Date: 08/03/2023

  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. After speaking with the management team at Piedmont, we can confirm all fees are valid as supported by relevant pictures and documentation, and no further reductions will be considered as the team previously credited them for the resurfacing charges. If they have any additional questions, they are encouraged to contact the Account Specialist on their account.  
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself, ***, and ******* were all looking to get an apartment at one of Essex's properties, namely *********** apartment B00212.However, when ******* was filling out the application, *** and myself were left out. We need to get this fixed BEFORE we can sign a lease, but we have been unable to get into contact with any of their staff. Calls always go to voicemail, and emails receive no response. This is a bit time-sensitive, as we have to move in in less than a month.

  Business Response

  Date: 07/26/2023

  Hello,  
  Were sorry to see this complaint and learn of any potential issues this prospective resident may have experienced during our application process. After speaking with the team at Shadowbrook, we can confirm the leasing team has been in touch with them and their roommates have been sent links to apply. If they have any questions, theyre encouraged to contact the leasing team. 
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:07/13/2023

  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.

  My current lease on my apartment ends at the end of this July. Due to a change in finances, we are unable to continue our lease for the current apartment. We contacted the business to see if we could transfer to another apartment. They had a look at our current apartment to see the condition and agreed to let us transfer to another apartment. Up to this point the business had been very responsive and helpful. Before responding to Essex about whether or not we wanted to agree to the transfer, we found another apartment within the Essex company that was preferable and asked if moving to it instead would be possible. They have not responded to emails or phone calls since that question was asked. It has been over half a month and we're running out of time before our current lease ends and we are found homeless if we cannot come to a conclusion as to whether we can transfer or look for apartments elsewhere. We have attempted to contact Essex in ********** and once again didn't get a response. We cannot get the chance to talk to anyone in person because they don't have an office.

  Business Response

  Date: 07/26/2023

  Hello, 

  While we're sorry to see this resident's complaint posted here, unfortunately we're unable to assist without knowing the name of the community they currently call home. If they would like to discuss their transfer, they're encouraged to fill out the Contact form on our website or contact their Community Manager.

  Thank you,

  Essex Management

• Initial Complaint

  Date:07/06/2023

  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 lived at Windsor Ridge Apartments from May 2021 through April 2023. At the end of our lease, Essex Property trust withheld our entire $1100 deposit and charged us an extra $235.91 due to cleaning fees, as well as damage to carpet. Charges for the carpet totaled $888.46 and included replacement of carpet in the entire 3 room unit as well as all 12 individually wrapped stairs. Upon receiving picture evidence of the damage from Essex, we had noted to them that there was no information of the location of the damage and there was no evidence suggesting the need to replace all 3 rooms of carpeting as well as the stairs (Rather than the single room with staining). Our leasing agreement states: "Due to the inability to color match new and existing carpeting and vinyl flooring, it is often necessary to replace throughout the Unit even if stains or other defective conditions are not present in every room, and you will be responsible for payment of the cost of the entire replacement, less any depreciation"Meaning that the criteria for replacement of the entire apartment of carpet while damage only exists in a single room can only be met if color matching between the new and existing carpet was not possible.Essex was asked multiple times to provide evidence that they were not able to color match with existing carpet. Evidence was also sent to Essex to prove that the existing carpet's color was still available through their vendor (National Apartment Flooring). Essex has since ignored the request for evidence and continually maintained that they will be blatantly ignoring the terms set forth in our leasing agreement. As such we have asked Essex to eliminate the fraudulent debt of $235.91 and return to us the amount of $353.85. this represents the cost of two of the three carpeted rooms as well as the ********************************************************************************** direct violation of our leasing agreement.

  Business Response

  Date: 07/21/2023

  Hello,

  Were sorry to see this complaint and learn of any potential issues this prospective resident may have experienced during our application process. After speaking with the team at Shadowbrook, we can confirm the leasing team has been in touch with them and their roommates have been sent links to apply. If they have any questions, theyre encouraged to contact the leasing team. 
  

  Thank you, 
  Essex Management 

  Customer Answer

  Date: 07/22/2023

   
  Complaint: 20285384
  
  I am rejecting this response because:
  Essex has responded to the incorrect complaint. 
  

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

  Business Response

  Date: 09/06/2023

  Hello,

   

  While were sorry to see this past residents complaint, we can confirm that all move-out charges are valid, as supported by relevant documents and photography. It was also found that there was pet damage in their unit's living room and bedroom, which resulted in additional move-out fees. If this person has any pending questions or would like further clarification, they are encouraged to contact ***** and *********** in ******* Services, whom they were previously working with.

   

  Thank you,

  Essex Management

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20285384
  
  I am rejecting this response because:
  
  Move out charges were not valid per the leasing agreement signed by Essex Management. Damage was found in a single room but we were charged for replacement of carpet in all three rooms, plus the stairs. This action blatantly violated the terms clearly stated in the leasing agreement (as well as ********** Law) and *********** and any other contacts we have talked to at Essex have been unhelpful and dismissive.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/04/2023

  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 am not liable for the debt with ESSEXPROPTST. I do not have a contract with 09 **************.You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attached as well, they are in major violation.

• Initial Complaint

  Date:07/01/2023

  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.

  The management team of Century Tower is so so so bad. Especially for *******. I am being attacked and verbally abused by other residents, and there is video evidence to support this. ******* has personally discriminated against me and disregarded any issues concerning me without resolving them. The discrimination against me is very apparent. Meanwhile, I simply asked a simple question to the leasing office, but they never respond and ignore my inquiries. However, when I called them from a different phone number, they immediately answered, which is unacceptable. If the management of Essex company continues to ignore the fact that I am being attacked, I will take legal action against Essex company and explain the process of discrimination I have faced. You can see if I will follow through with my actions.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20264110
  
  I am rejecting this response because:

  The phrase "Both sides were aggressive, so they ceased contact" means that both parties exhibited aggression, leading to the termination of communication. When someone verbally attacks you, you have the choice to remain silent or respond. The First Amendment of the Constitution grants freedom of speech and the right to counter. Especially when your safety and interests are compromised. Secondly, from the video, it's apparent that the other party was physically encroaching on me, creating a sense of pressure. Issuing verbal warnings and responding isn't necessarily being aggressive. When your rights are threatened, responding could be seen as self-defense. As for why the apartment management contacted you without investigation after complaints from a white woman, it's unclear.

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

• Initial Complaint

  Date:06/30/2023

  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 rented at an Essex property with another tenant and we terminated the lease early in 2017. There was a settlement amount reached and agreed to, in writing during this time. My understanding was that the debt was paid, however not all parties paid the shared debt. When I was later notified (in 2021) and contacted by Essex to collect the remaining debt, the balance of the debt increased substantially. When I reached out and forwarded the settlement agreement from years prior, it took months for the Essex representative to speak to Essex management and finally acknowledge that Essex agreed to a settlement value and they couldn't increase the debt for no reason. Even after acknowledgment, it was impossible to get a hold of the representative to finally settle the debt and then I stopped hearing from them altogether again.... then 2 years later, (debt is now >5 years old), I get a notice that a debt is being reported to the credit bureau, once again for a balance that was not the agreed upon balance. I am beyond frustrated and haven't heard from the company despite numerous attempts to reach out and solve the issue. This debt is inaccurate, doesn't belong only to me despite that I am the only one being harassed by the company, and now it's possible my credit report will be impacted even though I have tried to resolve this over and over again. I need resolution! I still have all supporting documentation from Essex employees.

  Customer Answer

  Date: 08/09/2023

  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:06/30/2023

  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.

  Essex illegally filed an unlawful detainer against me after locking me out of the rental portal to make payments. I sent them money via a personal check which they never received and then sent a cashiers check which they decided to not accept and send back. In this time, they caused unnecessary trauma and stress forcing my daughter and I to move out at risk of being locked out during my birthday week and her graduation in a hurried and stressful way, refusing to get back to me when trying to resolve the matter. They illegally added rental payments to my credit report as a loan that is now showing default as their team refused my payment. They did not properly follow any legal protocol for the eviction and then hurriedly dropped the case without acknowledgment of the severity of their actions and the impact it has had on my family. I think it is important that single mothers and families are aware of the less than ethical standards of which Essex operates and that no one who operates from an ethical and caring mindset should rent from them. Despite being a good tenant the one time I fall into hardship they treat me and my family like criminals, posting notices for eviction on the door with my name exposed and the fact that I live alone as a single woman with a daughter this is simply unacceptable.

• Initial Complaint

  Date:06/28/2023

  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.

  I am a tenant at *********** Apartments. In mid-May, I unexpectedly received an email from a third-party company regarding the submission of my renter insurance documentation on a separate website for review. Unfortunately, this email ended up in my spam folder, and I was completely unaware of its existence. Around two weeks later, when I went to pay my rent, I noticed an additional charge of $14.39 labeled as "insurance non-compliance." I inquired about it with my landlord, who informed me that it was because I had failed to upload my insurance policy on the designated third-party website.I questioned the landlord further, expressing my concern on the lack of information on the newly added process and hoping for some leniency, but I was disappointed to learn that they were unable to waive the fee. Eventually, I located the email, but as it was already June and I was traveling, I was not able to upload the policy until the 23rd of the month. I knew that the rent charge would not be added to the payment website until July 1st. However, to my surprise, when I checked our balance, the non-compliance fee was once again present. On June 27th, I promptly contacted my landlord, informing them that I had added the policy on the website, and it had been approved. I requested the removal of the fee, since it is before rent/payment is due and emphasizing that I had not been notified of any deadline regarding the submission. In response, my landlord simply stated, "Unfortunately, we are unable to waive this fee as the policy was not submitted prior to the deadline set by the Essex Management team. Please note that no exceptions can be made at this time. However, since you are now in compliance, you will no longer be charged going forward."It is important to note that the deadline mentioned was not communicated to me in the lease agreement or any previous notifications and I feel absolutely blindsided by this, and this is not good practice.