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.

close

Find a Location

Essex Property Trust, Inc. has 75 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/25/2023

  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.

  My roommate and I have lived here for 8 years and have always had renters insurance since it's required. They closed the leasing office and never informed us on how to send in proof of renters insurance. All of a sudden without notice, they added a non compliance fee of $9.45. They never contacted me or my roommate asking ** to provide proof of renters insurance. I complained by leaving a VM since they never answer the phone. They emailed me with instructions on how to send in my renters insurance proof. I followed the instructions, they approved my policy, but will not remove the fee. My policy for this term began December 4, 2022, it's very clear on my policy. Yet they claim they can not remove the fee, actually refund the fee, I haven't paid it. They are charging me a fee for something I did not do. They never contacted me for proof of renters insurance, they will not acknowledge that I've always been covered. How many other tenants have they done this to? If it's not illegal, it should be. They are most likely making a fortune by doing this. They closed the leasing office without giving ** any instructions on how to provide proof of renters insurance, now they are penalizing me for their mishandling of this situation.

  Business Response

  Date: 06/12/2023

  While were disheartened to see this residents complaint posted here, we can confirm this issue has been resolved. If they have any questions, we encourage them to contact the management team at Cedar Terrace directly. 
   
  Thank you, 
  Essex Management

• Initial Complaint

  Date:05/10/2023

  Type:Product 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 lived in Solstice apartment from 12/2021 to 04/2023. My unit is less than 200 ft from a construction site that starts at 7 am in the morning Mon-Sat.After bearing that for more than a year, I decided my unit is uninhabitable and can't stand that anymore. I also contacted the management team several times for noise concerns. 03/2023, I finally can't tolerate it anymore and decided to break my lease and reached out to the management team. They showed no empathy and questioned me for staying there. They even said "The construction has been ongoing for more than a year, not recently" which shows that they're very aware of that situation. They insisted that I have to pay an early termination fee for breaking my lease. But I believed based on ********** Law and tenant rights, my place is uninhabitable for my physical and mental health. It also breaks basic enjoyment of living.After trying to get other people from the company involved. The management team finally agreed to submit a "reasonable accommodation request" to waive the early termination fee. I collected my doctor's note and psychiatrist's note to prove that the place is uninhabitable to me (I developed tinnitus and was mentally damaged from the excessive noise). They promised an answer as soon as possible. But after I paid the early termination fee (I didn't sign the agreement with them, but they forcefully added a payment to my account and promised me a refund if the request is approved), one month after the accommodation request was submitted, and two weeks after I moved out. They just ghosted me, there's no way to reach them, phone, email, no way.It's so ironic their email still says "we will response to your request in 48 hrs, if there's any emergency please call **". "customer satisfaction is our top priority"

  Business Response

  Date: 05/12/2023

  Hello,  
   
  While receiving a complaint is never ideal, we appreciate this past resident informing us of their concerns. After reviewing their comments and connecting with the management team at Solstice, we can confirm our Accounting Team is reimbursing their termination fee, and the Community Relations Manager contacted them on 5/10/23 with an update. If they have any further questions, they should continue to work with the management team for assistance.  
   
  Thank you, 
  Essex Management 

  Customer Answer

  Date: 05/12/2023

  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,
  
  ***********

• Initial Complaint

  Date:05/09/2023

  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 was about to inquire for an apartment because my lease is up, however, it seems as though they do not answer the phone. I'm trying to get in contact with Avant South at ********, and they do not answer. Also I have a friend that lives here, and she has been trying to renew her lease, and there seems to be no response. She has been reaching out for 2 weeks with no response to both ******** and ****** to renew her lease, they sent her a voluntarily email confirming that she is vacating her lease without her even mentioning that she was planning to leave. I understand being busy, but forcing someone to move, when they planned on renewing, and you cannot contact them, or even approach them with an issue due to the fact that there is no leasing office onsite, does not entice me to want to reside at any Essex properties if this is how they handle their residents.

  Business Response

  Date: 05/18/2023

  Hello,

  
  We regret to see this complaint and learn this prospective resident's experience was anything less than ideal. After reviewing their concerns with the management team at Avant, we can confirm that while our leasing team did have a call with them regarding their interest in leasing an apartment, during the phone call, they asked the leasing agent to hold and never returned on the call. As for their friend, we are unable to disclose any information about this particular situation due to privacy reasons; however, we're sorry to learn about their experience. If either of them has any questions, they are welcome to contact the team directly at ********************************.  
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:05/08/2023

  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 Property Trust is a multibillion corporation that rent apartments. I moved out of the Esses Apartment complex named ************* at ****************************************************************** on 8/11/20 with no balance due. I have attached the move out statement. They made a mistake on their end, stating that I owe $1,611 which I do not. I have contacted Essex multiple times, but cannot get this corrected. They have also reported to credit agencies. I have attempted to dispute with the credit agencies, but their process is to reach out to Essex, which only supply their side of the story.Please help in this response to have the charges corrected. Thank you.

  Business Response

  Date: 05/16/2023

  Hello,
    
  Although were sorry to see this past residents complaint, we can confirm the charges to their account are valid, as supported by relevant documentation. After speaking with our accounting team, it appears they failed to communicate that they had vacated their apartment at ************* and did not return the keys.
    
  However, as a customer service gesture, we can issue a settlement offer of a 40% discount, a savings of $644.50, reducing their balance from $1611.25 to $966.75. Upon receipt of payment, their account will be considered settled in full, and this credit will be reported during the next credit reporting cycle following receipt of payment. This offer is good for three weeks from the time the offer is extended. 
  
  If accepted, we will require permission to send a payment link so that they can submit their payment online, or if they prefer to mail a payment, they can make the check or money order payable to: ************* P O Box 727 Woodland Hills, ** *****. Please contact ********************************************** with any further questions. 
  
  Thank you, 
  Essex Management

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20034080
  
  I am rejecting this response because:

  Mistake was made on Essexs end and was never corrected.

  I have provided my move out statement as an attachment.

  Please help me rectify this situation.

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

• Initial Complaint

  Date:04/26/2023

  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.

  We rented an apartment at ************************ in ******* ** (belonging to Essex Property Trust) for 13 months and moved out recently. They are now charging ** over $2000 for the repairs after the move-out - no any damage except few stains on the carpet, little painting, and surfacing work which they are overcharging **. There was also cleaning work which I admitted, but nothing else major. I sent them the pictures explaining that would be UNREASONABLE charge and kindly asked them to reevaluate but they are refusing to make any adjustment. I then asked them to provide itemized invoices and receipts which is required by law(Civil Code ****** - ********** Legislative Information - ******) but they ignored my request few times. Also, when they sent a technician for move-out inspection he said there is no major issues and did not mention any of these. This is also violation of the law. I want them to prove their charges with receipts and itemized documents and adjust the charge reasonably.

  Business Response

  Date: 05/12/2023

  While we regret to see this review posted here, we can confirm the team at ************************ and our Accounting team communicated directly with this past resident regarding their final statement and can confirm all charges are valid, as supported by pictures and relevant documentation. If they have any pending questions regarding these fees, they are encouraged to work directly with their Account Specialist or they can always contact our support team directly at ********************************************** for assistance.   
  
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:04/26/2023

  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.

  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.

  Business Response

  Date: 05/12/2023

  Hello, 
  
  Before we address this complaint, we'd like to apologize for any delays in our response. After speaking with our Accounting Team, we can confirm this person was on the lease agreement for **************************** in ***********, and the charges are valid as supported by relevant documentation. We've attached the lease agreement for reference and a recent conversation this person had with their Accounting Specialist regarding the charges on their final statement. If they have any questions, they should contact **********************************************. 
  
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:04/25/2023

  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.

  Yesterday, my vehicle was towed unlawfully from the parking spot I pay for at ************************************* I currently reside. Despite multiple attempts to contact management, I have not received a response, and I find this situation completely unacceptable. Given that I have a child who requires medical attention, I urgently need my vehicle returned to me.

  Business Response

  Date: 05/08/2023

  Hello, 
  While we apologize for any inconvenience this resident may have experienced due to their vehicle being towed, ******************** requires all registered vehicles to display a parking permit. Unfortunately, this residents vehicle was not registered in the system, which resulted in their vehicle being removed from the community. If they have any questions or concerns, they are more than welcome to reach out to the community directly for assistance. 
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:04/19/2023

  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.

  Water and sewer charges from September 2022 to March 2023 were more than 2-3x higher than they should have been and I am disputing them. When I reached out to management, they told me Conservice was 'back-billing' from *ANOTHER PROPERTY* (??). When I reached out again the next month saying my bill shouldn't still be so high, they told me that *another tenant* had mentioned a similar issue and that they were looking into it. I never heard back.I have documentation to show that I was not home for almost 3 months total throughout that time, and the apartment was vacant during that time, yet the water meter was still running continuously (noted in Maintenance notes as well). After maintenance came and replaced everything in the toilet bowl in late February, it seems that the water meter stopped continuously running and the final bill seems to be back to normal.I have been in contact with Conservice and Essex for 4+ months now and each sends me to the other, but there has been no resolution. Last week, I tried to call Conservice and they said that my account is no longer active so they are unable to dispute charges although the issue in the unit seems to be fixed.It is now 10 days after my lease has ended and I still have not gotten any answers. I have attached a PDF of all notes of correspondence and the trend of water and sewer bills in the last 5 months. As youll see in the attached document, I reached out to management and maintenance countless times and the issues were not resolved in a timely manner. It seems that the last time maintenance came out and replaced everything in the toilet bowl, the issue was fixed, but I have not received any response from anyone in your management team to address the past bills.

  Business Response

  Date: 04/28/2023

  Hello,  
  
  While were sorry to see this past residents complaint posted here, unfortunately, were unable to speak to their concerns without knowing the name of the community they called home. If they would like to discuss their comments outlined here in further detail, they are encouraged to contact the management team or escalate their concerns by filling out the Contact Us form on our website.  
  
  Thank you, 
  Essex Management 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19958214
  
  I lived in ******* on Pine in ******* and have been awaiting a final response from Essex management team but it has been a very slow response time. At this point, ** asking for all move out charges to be waived. ***** find in the document I originally attached that I was overcharged for many months for water & sewer and as I said, the apartment was vacant for almost 3 months total in the last 6 months or so. Im asking for that to be taken into account. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/11/2023

  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.

  I reported a leak in my apartment on March 27, 2023. My upstairs neighbor overflowed their bath tub and water came through my bathroom light/fan flooding my bathroom & living room. A vendor came out and confirmed there was moisture in the walls of my bathroom that would produce mold. They let me know they would have to demolish & repair my entire bathroom. With that, I would need to relocate. I contacted my community team within 24 hours and asked if they could provide a plumbing report detailing what happened as requested by my renters insurance company, so they would approve my loss of use reimbursement. I followed up everyday for almost a week with no response from my community team. It has been two weeks & still no plumbing report from the team & the vendor has not begun repairs. I do not have family in the area nor do I have a place or the $$$ to relocate indefinitely until I get a response from my community team, so Ive been living my apartment during this time. *** chased and hounded them by phone, voicemail, email, maintenance request tickets. *** had to follow up way too many times to count just to get no where. The lack of ************************ when dealing which such an important matter is maddening. Someone needs to be held accountable for this poor service!

  Business Response

  Date: 05/03/2023

  Hello, 

   

  While we're disheartened to see this complaint, we understand the water leak in this residents apartment wasnt ideal, and wed like to take this opportunity to address their comments here. After speaking directly with the team at ******************************************, we can confirm the team did everything they could to resolve the issue quickly. Unfortunately, there were delays due to the rainy weather, and we sincerely apologize for any inconvenience this may have caused. Additionally, we understand this resident asked to be let out of their lease early, and the team agreed, waiving the 30-day notice and any move-out, paint, and floor fees. If they have further questions or concerns, theyre encouraged to contact the team directly at *******************************. 

   

  Thank you,    

  Essex Management 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19925637
  
  I am rejecting this response because: this response is regarding the wrong tenant and issue. I did not ask to be let out of my lease early as I recently renewed my lease. Secondly, rain did not occur during the time of my issue. Essex is confusing me with a different tenant.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/19/2023

   

  I spoke with the team and this is the correct resident. If she has any questions she needs to contact the team directly.

  Customer Service

• Initial Complaint

  Date:04/10/2023

  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 have been tricked into signing a lease for a falsely advertised apartment. The lease I signed (PH213) was being Sold to me as unit PH206 which I had to find out myself a few days ago. I originally submitted the application for PH213 because of the virtual tour that was shown for the unit on the Essex website and receiving a confirmation from the agent ***** that it was indeed this unit that was being shown. Over the next 4 weeks, I specifically asked the agent to confirm that it was indeed the unit shown in the pictures, and she confirmed every single time. Additionally, I requested to visit the unit twice and asked her 3 times if she could send me images from the unit and she ignored the messages each time. The entire communication and application process has been document in this doc: *************************************************** Ive shared the case with my lawyer and we will be documenting any further communication coming from Essex until this is resolved. ??I offered 2 resolutions: 1. I move into the unit that I actually applied for on April 17th 2023. 2. If this is unit is not available, then I have a list of other available Essex units in *********** that I am interested in exploring. However, I will not sign anything without seeing the unit in-person. If we are unable to come to a resolution before the 17th, then we are taking this case to court and sueing for the damages caused. (Falsely advertising units, over 18K spent on furniture purchased based on the measurements of the advertised unit, etc.)

  Business Response

  Date: 05/03/2023

  Hello, 

   

  While we apologize for any delay in responding to this prospective residents complaint, we can confirm the leasing team is currently working with them to find an apartment home that best fits their needs, and they apologize for any miscommunication they may have experienced previously. If this person has any questions, they are encouraged to contact the community or the person theyre working with directly. 

   

  Thank you,  

  Essex Management