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:06/26/2023

  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.

  On May 21, 2023 I put a $300 hold deposit for 2 bedroom apartment located at ****************************************************. I submitted the deposit thru their website. Paragon apartments canceled my application therefore they need to return my $300 deposit. I moved from my last address on file. Paragon apts is aware I don't have an forwarding address. I have asked to have refund back on my credit card ending in ****.

• Initial Complaint

  Date:06/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an online application to ******************* apartment owned by Essex Property Trust , ************************************************************* during April, 2023. It includes $48 application fee and $300 security deposit fee. I was later told that I was rejected and after a few days of trying to reach out to the office for reason and some back and forths, I was told I was approved again. Later I cancelled the application (within a day of approval), and was told that my deposit is forfeited. I do not believe Essex has made the right use of deposit fees (I never signed the lease and never lived in the apartment). I also do not believe the security deposit can be used to amend their loss during the withholding of the apartment (as I was rejected, and cancelled the application the same day I heard it was approved again). I want my deposit back asap.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20228795
  
  I am rejecting this response because:

  I did speak with the leasing team as well as the account management team at Pure *******. I was informed that the deposit would be withheld when I wanted to cancel my application. But later think this is not right at all for apartments to withhold security deposit and state that as the "cost to hold" for the applicant when application is approved. The time between application approval and my cancellation on the application is within one day, and therefore I seriously doubt that "holding an apartment" for one day costs *************************** my original complaint, I want this deposit returned to me based on standard practices in the industry.
  
  Sincerely,
  
  Shiping Yi

• Initial Complaint

  Date:06/21/2023

  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.

  Essex / Cedar Terrace has made my life a living H*** since I moved into their complex. They didn't do a basic inspection on this unit before I moved in and I had to file over a dozen maintenance requests over the last 3 months to address each of them individually. Then they began doing work on the deck area of the apartment without warning (and our deck area is where our laundry machines are stored). My brother and I were unable to do laundry for an entire week without any notice from property management. I personally had to move the deck furniture off the deck several times over the last month, because property management can't be bothered to to me when they're doing maintenance on my unit. Instead they have workers interrupt me as a remote from home employee with chronic pain conditions to lift awkward and heavy furniture on the fly while I'm in the middle of a work meeting. ************************* (Property Manager) blatantly ignores calls, voicemails, and emails. When she finally bothers to return your call, she'll hang up on you mid-sentence without reason other than she feels like it. ************************* is the most unprofessional manager I've ever had the displeasure of knowing. She is incapable of apologizing and extremely incompetent. Last time I received a message from her, she implied that I'm upset with Essex because I'm going through a bad breakup. ***** displays a disgusting level of audacity that any "professional" would've been fired for months ago. I look forward to never living at an Essex property ever again.

  Business Response

  Date: 08/17/2023

  Hello, 
  
  While we apologize for any potential delays in responding to this complaint, the situations described here are not entirely accurate. After speaking with the team at Cedar Terrace, we can confirm all maintenance requests have been resolved. While we understand how community-wide projects can pose minor inconveniences, the team proactively communicated the deck project to all residents, including the basic scope of work with timelines, etc., and were sorry to learn this resident was upset. If they have any further concerns, theyre encouraged to contact the community manager directly.   
  
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:06/21/2023

  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 recently moved out of a Fosters Landing apartment and have been charged an exorbitant amount and the management did not provide a clear explanation. When I first received the pre-inspection report it said carpet cleaning and partial paint work were required. I was told to hold on to my questions until the final move out statement. When I received the final statement, I was charged for carpet replacement for the entire apartment instead of carpet cleaning. Upon further inquiry I finally got a report with photos of related carpet and paint issues, which I still found confusing because 1) the report only says they need to verify with vendors if some stains could be removed, and I do not see any vendor evaluation result or proof of attempts to clean the carpet 2) paint work photos include many areas that look like normal paint deterioration (clearly not from tenant damage). I tried to follow up on these questions and did not receive any more details besides being told the a full painting of the premises were required and not all damages had photos. Because of the conflicting messages (carpet cleaning to replacement, partial painting to full painting) and the lack of transparency, I think the move out assessment and consequent charges are invalid and unfair.

  Business Response

  Date: 08/21/2023

  While we apologize for any delays in responding to this past residents BBB complaint, we appreciate them taking the time to leave this candid feedback. We understand this issue has since been resolved, but if they have any questions, they are encouraged to contact the team at ***************. 
  Thank you, 
  Essex Management 

  Customer Answer

  Date: 08/22/2023

  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:06/20/2023

  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've recently moved out of ************************, currently in the process of settling the move out charges. The landlord is attempting to charge me for full cleaning services of $350 and full repaint of the apartment. I do admit that apartment needs partial repaint, but this is less than 1/4 of the apartment. I dispute that the apartment costs $350 to clean. I have photos of the apartment when I left. In addition, the landlord also attached a blank move-in inspection form which was NOT the one that I completed. I can provide evidence since the first few work orders on the apartment was a result of the completed move-in inspection.I've already sent the landlord $800 to settle the charges that I acknowledge to be my responsibility. I've asked that if they want to charge additional amount, they need to provide the original move-in inspection form as well as evidence of why full cleaning and full re-paint is needed. Their practice feels predatory.

  Business Response

  Date: 07/06/2023

  Hello - This past resident already submitted a BBB complaint, which we're currently looking into. We will address their concerns via the original complaint.

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  

  Apologies, I mistakenly filed 2 different complaints.  Thank you!

  
  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:06/14/2023

  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.

  This company is highly unethical in its business practices. It does not serve the needs of its residents, ignores requests for contact and promotes substandard accommodations within its properties.

• Initial Complaint

  Date:06/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a notice that I have a collection from ESSEXPROPTST on my credit report. It says it was opened on 01/07/2023 for $24,749.00 with account number starting in ********* that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and FDCPA.I would like for this collection to be removed asap or I will file a CFPB and FTC report.

• Initial Complaint

  Date:06/02/2023

  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.

  Our mail is being kept from ** by The Courtyards at 65th Street. On April 7th, 2023 we were informed via email that The Courtyards at 65th Street would be receiving new mailboxes. They were torn out and new mailboxes were delivered on April 25th, 2023, scheduled to be installed on April 26th, 2023. While waiting for installation, all residents had to pick up their mail from the local post office.On May 3rd, 2023, the new mailboxes were installed, though mail service had not begun. Keys were issued as early as May 17th, 2023. I got my key, though mail wasn't being delivered yet. On May 24th, 2023 The Courtyards informed ** that our mailboxes were inaccurately assigned, and may need to be moved around. They also let ** know that they would request mail be delivered again starting June 1st, 2023. I personally saw the mail carrier delivering mail on May 31, 2023.When I went to check the mail I found a different unit's mail in the mailbox that had been assigned to me. Now I am concerned that someone else is receiving my mail and I haven't been able to pick up my own mail for a week.I have submitted a maintenance request and called the office, but there are no longer actual humans in the leasing office to field complaints from residents. I haven't heard anything from The Courtyards and I don't feel I have any other course of action than to submit a complaint to the BBB.

  Business Response

  Date: 08/22/2023

  Hello,

   

  Thank you for getting in touch. We completely understand that the recent mailbox vandalism and the subsequent installation process caused inconvenience. We appreciate your patience as we worked to address these challenges.

  Following the initial installation and key distribution, we received unexpected feedback from the ************ prompting a renumbering of the mailboxes to improve delivery efficiency. We communicated these changes on May 24th and June 2nd, completed the mailbox renumbering by May 31st, and updated the community on June 5th about the new mailbox assignments.

  
  In our communication history, we didn't find any prior inquiries or concerns from your end regarding the installation, delays, or key pickup. You initiated contact on June 6th at 6:04 pm regarding the mailbox situation. Please remember that our team is available six days a week, from 9 am to 6 pm, via phone, email, or text. If you're unable to attend an in-person meeting, we're also open to arranging virtual appointments.

  
  Our records indicate that you collected your new keys on June 8th. If you have any further questions or concerns related to this matter, please don't hesitate to let us know. We're here to assist.

  Warm Regards, 

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

  Area Manager

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20136869
  
  I am rejecting this response because: This is not a factual response. Myself and my partner, *******************, reached out to The Courtyard at 65th as early as June 1st, despite their claim that, You initiated contact on June 6th at 6:04 pm regarding the mailbox situation. The Courtyard at 65th needs to acknowledge their missteps so future issues can be avoided.

  On June 1st, ***** and I (*************************) sent a maintenance request for our mailbox (Pic 1 in attachments) stating, Management recently told us the following in a mass-email: Over the next several days, we will be updating the mailbox assignments to reflect the **** requirements. This may result in a change to your current mailbox assignment. If this occurs, we will reach out to you via email with your new mailbox number. So far, nobody has reached out to us about our new mailbox number, but our recently-assigned key still works on the N4 box, and its full someone elses mail. (We live in unit REDACTED). I assume this also means that someone else is getting my mail. Can we correct this ASAP?
  

  This maintenance request was closed on June 5th with no reply, according to our information and the picture we provided, by ***********************. The same person that wrote the business response to the BBB. They must have been aware of our earlier communications to have closed the maintenance request.
  

  We have since learned that during this time period, when our mailbox was accessible by other parties that we werent aware of, that a new credit card had been sent and we never received it. We recently had to cancel the card and have a new one sent because of this inconvenience.
  

  On June 2nd we continued our contact, worried that someone else was accessing our personal mail. I called the office number provided on all of the emails The Courtyard at 65th sent (**************). I left a message for the office which I have a call log of (Pic 2 in attachments) and a recording of (available upon request), addressing my mailbox issues. I didnt receive a call back that day. 
  

  Also on June 2nd, we received a mass email from Essex and The Courtyard at 65th that, New mailbox numbers will be sent out on Monday, 6/5. For those of you who have picked up keys, you will be likely be provided with a new set of keys. On Monday, 6/5, we will be able to assist you with accessing your newly assigned mailbox while we resolve the key issue. If you would like your mail to be delivered to your home on Monday, please submit a work order specifically requesting us to pick up and deliver your mail to your home. Otherwise, keys will be available for pick-up beginning Tuesday, 6/6. (Essex email 1 in attachments)
  

  Per the email, we submitted a work order specifically requesting the pick up and delivery of our mail from The Courtyards at 65th (Pic 3 in attachments) so our mail would be delivered to our home on Monday, May 5th.
  

  I did receive a text message from ******* at the Courtyard at 65th representing the team on June 3rd (Courtyard Text 1 in attachments) stating, Hello ***** This is ******* from Courtyard At 65th, we had a missed call and would like to follow up.
  We have just sent out an email. Letting resident know due to the **** changing the mailbox numbers again we are going to provide a new set of keys starting Monday, June 5th
  We apologize for any inconvenience
  

  I responded, Hello, *******. I believe I requested a phone call from the office to discuss the situation. I have felt overlooked and insignificant through this entire process of trying to access my mail. I have heard from other members of the community expecting a potential job offer by mail being worried about the situation, but, until yesterday, I didnt feel any urgency from the office.
  I would really appreciate a call on Monday, June 5, 2023, to discuss my concerns about this instead of a quick text message. Thank you) (I am out of attachments, because of the 5 attachment limitation, but I have a picture of this interaction as well)
  

  The message I received in response was, Hi ****, Thank you for your quick text message. We hear your concerns and we are frustrated as well.
  The work was fully done by the **** and our team provided communication that was provided to us. I can have someone call you Monday to discuss.
  Have a great weekend (Picture available upon request)
  

  On Monday, June 5th, 2023, my partner and I didnt receive a call OR our mail as offered by the Courtyard at 65th. I called the number provided by The Courtyard at 65th again (Pic 2 in attachments), but received no answer. I did leave a message (available upon request). We sent another message on the maintenance request (Pic 3 in attachments) that was unanswered. I also texted the number from the Courtyards at 65th that ******* had texted me from before (Picture available upon request), saying, Hi *******, I didnt receive a call today, is there someone else I should be contacting about this?
  

  We had zero response from anyone at The Courtyard at 65th that day other than a mass email about the system transitioning to Funnel a new platform. Nothing at all about our mail, no call responses at all to my requests.
  

  On June 6th I finally was able to speak to someone in person, ****, and I recorded the conversation. I am assuming this is the communication *********************** is referencing. I wasn't able to get my key (we were provided with 1 key, even though we should have been provided 2, and it didn't work on the mailbox we had been assigned) until June 8th. My partner and I DID receive a working set of keys at that time. That part of the response was correct.

  As you can see, ************************* claim that we didnt bring this up until June 6th is false. I would like The Courtyard at 65th to amend their statement, admitting they had numerous communications from us and failed to respond in a timely manner. I would also like reassurances that this will not continue in the future, and that residents will be a first priority as so often claimed by The Courtyard at 65th and Essex. Unfortunately, as this complaint response 2 months after the initial BBB complaint indicates, I haven't felt like a priority at The Courtyard at 65th since Essex assumed ownership.
  
  ***********************************************

• Initial Complaint

  Date:05/30/2023

  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 am a current resident of Epic Apartments San ****. Moved in date May 13, 2023. When we moved into our 2 bedroom apartment, the property comes with 1 parking space and additional space is charged $100. I was informed that there are ample parking space should we choose not to take up the additional space at $100 per month. After living for about 2 days, I realized that I have made a big mistake, parking is not easily available around the community and the biggest problem is if you are able to find a parking spot, it will be exposed to tree sap. The buildup of tree sap on my vehicle over the past 2 weeks is bad enough to make me re think on my decision, I need an additional parking at at a cost of additional $100. Over the past 2 weeks, I have been trying to get the building management to release a spot, it was unsuccessful, reason given is audit is currently ongoing, they are not releasing additional spots. The management is lacking empathy and not putting their customer interest in perspective. Very disappointed with the approach. Besides that I am a shareholder of ESS, very shameful of their approach to customers and the lack of customer service.

  Business Response

  Date: 06/05/2023

  Hello,   
  
  Although were disheartened to see this complaint, we can confirm this issue has been resolved, and the team at Epic has provided a rentable parking space to this resident.  
  
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20121975
  
  I am rejecting this response because:

  The property management approached me with an assigned parking spot. There is a confusion which has not been cleared by the management - the actual assigned parking spot vs the *********** which was issued is not the same. I have reached out to management for clarification on June 3rd, have not received any response since. 

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

  Business Response

  Date: 06/12/2023

  We regret to see this resident's rejection to our initial response. We've shared their message with the management team at Epic, and hope this issue is resolved promptly. 

  Thank you,

  Essex Management

  Customer Answer

  Date: 06/12/2023

  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,
  
  GV

• Initial Complaint

  Date:05/30/2023

  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 gave a 30 day notice to leave the apartment well over 30 days ago they refuse to take me off the lease until my ex can prove he can take over the apartment on his own, I have never heard of this and dont understand why I cant get off a month to month lease when my ex and I have broken up also during this time Ive been gone from the apartment my ex couldnt pay rent one month and now I have a penalty on my credit score which is making it hard for me to get into another place my ex is a violent person and Im not understanding why I cant get anything resolved. I would like for my credit to be cleared and to get off the lease. Ive been dealing with so much pain and suffering I also need to know how to take legal action against the complex I hope you can help me!

  Business Response

  Date: 06/05/2023

  Hello,   
   
  Were sorry to see this complaint and learn of any frustration this resident may have experienced after giving their 30-day notice; however, if they wish to be removed from the lease, any remaining leaseholders need to provide an updated proof of income that shows they meet our rental qualifications and can continue their financial obligations of the lease. Unfortunately, the team at Bel Air hasnt received that information from this person's boyfriend, making it challenging to remove them from the lease. If this resident has any specific questions, they are encouraged to contact the team directly at *********************************.   
  
  Thank you,  
  Essex Management