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.

  2000 Shoreline Loop San Ramon, CA 94582-5502

• 

  Brighton Ridge Apartment

  2307 NE 4th St Renton, WA 98056-4083

• 

  Cambridge Park Apartments

  3394 Daley Center Dr San Diego, CA 92123-4600

• 

  Essex Property Trust, Inc.

  105 Camino Ruiz Camarillo, CA 93012-6746

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:04/10/2023

  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.

  Throughout 2022, the property management company has been completely out of contact. There is no property manager on-site, they do no respond to emails, they do not send physical mail, and they do not email the proper email addresses. Despite being asked to be removed from the lease several months ago, I found myself still on the lease. Despite removing one of our paid parking spots from our lease, they have continued to charge us for the parking spot while also charging another tenant for the same parking spot. They do not fix issues with the apartments when maintenance requests are made. There is mold in the apartments. I would like compensation for the pain and suffering as well as for the parking spot charges and other overpayments that have been made. It will be taken to court otherwise.

• Initial Complaint

  Date:04/06/2023

  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.

  Issues with Essex property and Essex personnel. I rent an apartment from Essex and have had multiple true emergency issues (re: toilet flooding- no significant apartment hazards, etc.) CREATED by essex but not resolved or responded to.On March 17 my toilet flooded my apartment. I was told it flooded because it was "an old toilet". Regardless, I tried for HOURS and multiple calls to essex to have the issue addressed as my apartment was actively flooding. There are no options to get ahold of anyone and no one will call back. It took days for essex to begin to address the issues, all the while, with no communication. During that time my apartment was uninhabitable because it was filled with toilet and sewage water. I sent multiple emails, messages, and made phone calls to every number I could find and did not receive a response. Eventually they responded but still did not address my issues. Finally after days, they sent workers over to "fix" the issue. The workers remediated and a patch of new carpet in.Flash forward one week later and they send a hazard construction company in for the downstairs apartment which was also affected by the flooding. The construction team is in full hazard and safety gear and begin work on the apartment below. They apartments share venting and everything done in the below apartment can be heard, felt, and breathed in by my apartment. I received no notice of the work and have, once again, been unable to get ahold anyone from Essex. Essex has put my property at risk and, more importantly, my health at risk. My apartment has been uninhabitable and I have not had any response by Essex nor have I been able to get ahold of any member to actually address or respond to the issues. I have sent over 20 messages and 40 phones calls (if not more). I understand that this may seem like a small issue to some, but this is my home of 8 years- everything I have is here. I work and live here every day And for more than 2.5 weeks that ability has....

  Business Response

  Date: 05/03/2023

  Before we address this residents concerns, wed like to apologize for missing this BBB complaint. Unfortunately, without knowing the name of the community this resident resides, were unable to speak to their concerns. However, wed like to take this moment to apologize for their experience. Our team prides themselves on providing responsive and helpful customer service, especially under such circumstances, and we hope this issue has been resolved. If they have any questions or 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 ** form on our website.  

   

  Thank you,  

  Essex Management 

• Initial Complaint

  Date:04/04/2023

  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 put a 2000$ deposit down on my apartment. I loved there three months before the lease was terminated by the apartments due to an unsafe living environment. They have added exorbitant fees and double charged several bills. They returned only a small fraction of my deposit but did so well after 21 days. After 21 days by law they can make NO deductions from said deposit.

  Business Response

  Date: 04/21/2023

  Hello, 

  While we apologize for the delay in responding to this complaint, we can confirm this has been resolved after speaking with the team at **************.

  Thank you,

  Essex Management

• Initial Complaint

  Date:03/19/2023

  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.

  March 18th the water was cut off don't know why and didn't get a notification it is back on and I only have cold freezing water not sure why also saw the maintenance guy I don't like and got into it with at 10pm today on my floor not sure why but I don't feel safe or comfortable with him around I would like my hot water back in building G or just my apartment this is the worst apartment complex I have ever seen no matter how messed up the tenants are it's not right how they and this company treat the tenants can you fix the problem thanks

  Business Response

  Date: 03/29/2023

  Hello, 
  Were disheartened to see this complaint and learn about any frustration this resident may have experienced regarding the recent water shut-off at Avondale at ************** After speaking with the management team, we can confirm this was an emergency water shut-off due to a leak, and the team did everything they could to notify residents in a timely manner. Were aware this has since been resolved, but if there is anything this resident would like to discuss in further detail, they're welcome to contact the team directly at ***********************************.   
  Thank you,  
  Essex Management

• Initial Complaint

  Date:03/09/2023

  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 living at the Highridge apartment in *******************, ** owned by ESSEX , we had a major water leak from the upper stairs on 1/28/23 and the manager (********) ordered us to relocate to the hotel due to repairs to our room and we moved to the hotel on 2/11/23 since then we were trying to clarify the following issues but both the manager and ESSEX didn't respond. (I emailed ESSEX on 3/6/23 twice)1)who would have responded to cover the exceeding electricity bill for the repair of the room due to the water leakage ) 2)who would pay for the relocation costs Meanwhile, ESSEX demanded to pay the rent whether we are staying at the hotel due to this issue.I want to get solve this issue in accordance law of **********. I would appreciate it if I could get your suggestions.Sincerely

  Business Response

  Date: 03/24/2023

  Hello,

  We're sorry to read this resident's comments and learn about this unfortunate situation. After speaking with the management team at Highridge, we can confirm they addressed this resident's concerns surrounding their electricity bill and relocation costs as quickly and efficiently as possible. Additionally, the team compensated this resident for their electric bill as a customer service gesture and shared that any relocation costs needed to be reviewed with their renters' insurance. If this resident has further questions or concerns, they're welcome to can contact the team directly at ************************************.   
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:03/01/2023

  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 Properties has dropped the ball at each and every chance in my 12 month leasing experience. Not only did the property fail to act promptly to a ventilation issue in my apartment bathroom, causing mold to grow and exposing me, my partner, and any of our guests for weeks due to the lack of urgency in fixing the problem; but there has been zero communication from the leasing department with respect to my several emails, voicemails, and complaints; this is not a way to run a business and with a 1 star rating from the numerous complaints, something needs to be done before someone is hurt, badly injured, or impacted by continuous, inappropriate charges.I am requesting a contact from this business from someone with decision making power - this treatment and customer service is completely unacceptable

  Business Response

  Date: 03/13/2023

  Hello,

  
  While we apologize for our overdue response to this previous residents complaint, we can confirm that the management team at Shadowbrook has addressed their concerns. If this person has any questions, theyre encouraged to contact the team directly at **************************************.   
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:02/17/2023

  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.

  ******* ridge apartments managed by Essex will not give me my deposit back. I applied to the apartment complex on Thursday 2/9/23 and was pending approval until I heard back from **** the sales person. She told me she was off Monday and would contact me on Tuesday 2/14/23. I expressed that that was not ok with me and asked her to have someone else contact me on 2/13/23. She did not get back to me until 2/14/23. I have a recorded conversation with her in which she apologizes to me for not getting back to me. I then asked them within 24 hours of my approval that I would like to terminate my application and get my deposit back due to lack of communication with the complex and its associates. I was told I could not get my deposit back then given an email to dispute the case. I am being stolen from and I would like this matter to get settled.

  Business Response

  Date: 02/23/2023

  Hello,  
  While we appreciate this prospective resident sharing their concerns, we're sorry to learn of any confusion surrounding our application process and their security deposit refund. Our teams always strive to be transparent about our cancellation policy, and we can assure them the interaction described here is not the norm for **. With that said, we can confirm the management team at ******* Ridge has been in contact with this person, and they will be receiving a refund check. If they have any questions in the meantime, they're encouraged to contact ***************************************. 
  Thank you,  
  Essex Management  

• Initial Complaint

  Date:02/17/2023

  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 paid a $300 deposit to hold an apartment at Marbrisa Apartment Homes in ********** managed by Essex property trust, my application was denied and never received by check in the mail. I made a dispute with my bank because I never received the check and it was reversed. Ms. **************** the leasing manager said theres nothing she can do because they have a separate accounting department.

  Business Response

  Date: 02/21/2023

  Hello,  
  While we regret to see this complaint and learn about this prospective residents concerns, we hope this matter has been resolved. If this person still requires assistance regarding their refund, they are encouraged to ************************** they applied for in order to secure their refund if applicable. 
  -Essex Management 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19421393
  
  I am rejecting this response because:
  I still have not received a response from the apartment or community manager about my refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/03/2023

  Hello,

  While we understand this prospective resident's frustration, we encourage them to contact the team at ******** directly regarding their refund status. Additionally, they can always escalate their concerns by using the Contact button on our website, *****************************************************.

  Thank you,

  Essex Management

• Initial Complaint

  Date:02/15/2023

  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 have been attempting to contact someone in the corporate office. I live in an Essex building. The management is offsite and will not provide any information for their corporate office. Our building here is mismanaged. I am only living here because of the rent control. I would never recommend this building to anyone. I am attempting to set up a town hall meeting with management so that residents can voice there concerns and get answers. When emailing management they have lied and speak down to me as if I am some random person on the street. This is my home and we resident deserve transparency and communication from Essex.

  Business Response

  Date: 03/03/2023

  Hello, 
  While we apologize for the delay in responding to this complaint, we hope this situation has been resolved. We understand this resident has been in communication with the team at Fox Plaza Apartments regarding their concerns, and we encourage them to continue to work with management directly as theyll best be able to assist them.  
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19412575
  
  I am rejecting this response because: my complaint was regarding the offsite management team at Essex. I expected my complaint here get someone in the corporate office to take notice and reach out to me or give me their contact information to discuss Fox Plazas mismanaged property. Essexs resolution here is referring me back to the management team. That is not a resolution. This just shows that Essex wants nothing to do with its residents and the mismanaged property we live in. They obviously dont want to hear it with their response here. Their management has lied to me and I am over it. I want to speak to someone above the management team. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/13/2023

  Were sorry to see this rejection and learn this resident is disappointed with our initial response. Providing exemplary customer service is our top priority, so were disheartened to know we missed the **** in any way. While we cant give out our team members information due to privacy reasons, this resident can escalate their concerns by filling out the Contact Form on our website at Essexapartmenthomes.com, and someone from our team will be in touch.  
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19412575
  
  I am rejecting this response because:Essex is giving the exact same information as they did in their last response. I requested that Essex provided their corporate office contact as it relates to resident complaints. Essex response here once again guides me back to the management team in my building; The people I am complaining about. These managers have lied to me, they make excuses when something needs to *** tended to, and they arent even onsite to address resident issues. Anyone reading this can tell Essex doesnt care about its residents. The Essex corporate office just doesnt want to hear resident complaints even if its about their own building managers. DONT RENT ESSEX
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/11/2023

  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 moved from 1 of their properties apartments with Mold to another unitvcloser to my mother as I do caregiving. The unit was completely substandard, there were cats in the unit before my move, I am horribly allergic and they stated from the day I moved in they would pet clean the units carpets which were old and stained. The front door would shut properly and was hanging on loose hinges, there was rot in the bathroom. Cabinets were filthy, the walls had stains and the unit was only spot painted. The blinds were dirty, the washing machine didn't work. I have a list if a dozen other items. They promised from the day I moved in to fix these issues and I have 7 emails complaining that there was no action taken. Finally they said I could leave and not have the lease enforced. My moving fees were over 1000$When I left , and cleaned the unit. They sent me a further bill of 500$I'd like my medical expenses, pain and suffering paid. Total 3,500$

  Business Response

  Date: 02/21/2023

  Hello,   
  Unfortunately, without knowing the name of the community this person lived in, were unable to speak to their specific concerns. However, we take their complaints seriously and we hope this matter has been resolved. If this person still requires any assistance or has any questions, theyre encouraged to contact **********************************************.  
  -Essex Management 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19389283
  
  I am rejecting this response because: I have documented emails from both Woodland Commons and ***************************-saying you don't know which properties I lived at having my full name and expenses with Essex is just a slap in the face. 

   

  do better- look up my name- and my correspondence. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/06/2023

  Hello, 
  After reviewing this past residents rejection to our initial response, we can confirm that after speaking with the management and maintenance team at ******************************, their concerns outlined in this complaint regarding their apartment were addressed and resolved as supported by relevant documents and communication. Additionally, we can confirm that the Woodland Commons team never received any mold complaints. If this past resident would like to discuss the details further, they are welcome to contact either team directly at ****************************************** or **********************************************.   
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19389283
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************