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

• 

  Ascent Apartment Homes

  12062 Slater Ave NE Kirkland, WA 98034-8601

• 

  Avondale Apartments

  22222 Victory Blvd Woodland Hills, CA 91367-1832

• 

  Essex Property Trust, Inc.

  36826 Cherry St Newark, CA 94560-3751

• 

  Brookside Oaks Apt Homes

  1651 Belleville Way Sunnyvale, CA 94087-3926

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:01/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at Century Towers. I reported water leakage issue in my apartment (not my fault) to the landlord (Century Towers) on Dec, 5, 2022, and the maintenance team removed the floor tile from the entire entrance, kitchen area, as well as part of the living room. As result, the exposed concrete floor is smelly and sticky (due to the glue residues from the removed tiles). I was not able to use this area (~1/5 of my apartment) for an entire month (across holiday season), and the landlord just start to schedule floor tiling today, and refused to apologize nor make any compensation for me. According to the CA tenant right, the unfurnished area (and for several days the dishwasher and stove were not functional as well) is considered uninhabitable, and the tenant could seek for one of the remedies: immediate move-out, withhold the rent, reduced rent. When I discuss with the landlord, they refused to fulfill the remedy solutions, but insisted that they will not provide any compensation, and asked me to talk to my renter insurance instead. I do believe that according to the law, my landlord is obliged to take this responsibility, and I would want my rent to be adjusted to exclude the cost of the uninhabitable area from my monthly rent, until that area is furnished.

  Business Response

  Date: 01/19/2023

  Hello,  
  We regret to see this complaint and learn this resident's experience at Century Towers Apartments has been anything less than ideal. We understand the water leak in their apartment was inconvenient, but after speaking with the management team at Century Towers, we can confirm they tried to resolve the issue quickly. However, due to the extent of the damage, a resolution took longer than expected. With that said, we're glad the flooring and kitchen cabinetry has been replaced as of 1/18, and we hope this resident is satisfied with the outcome. We also feel it's important to reiterate that the team offered this resident the option to relocate permanently or temporarily, and it's our understanding the resident declined their offer. If they have questions, they're encouraged to contact the team directly at ****************************************.   
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:01/05/2023

  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 made several complaints to management about the ***** infestation. I sent several pictures. I sent the ** law, it was over looked. The pest control came, it did nothing. It wasnt a clean issue, Im very tidy and never experienced roaches. So, I moved out after months of trauma. Now theyve communicated poorly on an absurd balance due and reported me to collections after they communicated several different offers. Just an overall terrible experience and no accountability. Im in talks with legal consultation now.

  Business Response

  Date: 01/10/2023

  Hello,

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

  Thank you,

  Essex Management

• Initial Complaint

  Date:01/05/2023

  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.

  Although I have pictures and have addressed my concerns and complaints with the Regional Team, ********************* Team (minus the Maintenace Team they are fantastic).When I moved into my apartment home, I was given a garage. With this ******** was supposed to receive a garage key for events that I have no power. It took me 7+ plus before getting a key even though I made phones and sent emails. The reason I needed this key was because my garage would lose power quite often making it impossible for me to leave for work. This is an important detail because I'm a single Mom that gets no assistance and every dollar counts. Long story short after complaining about my garage never working and my SDG&E rising, I found out that my garage was attached to another apartment home, and they had been flipping the switch off. So, my SDG&E bill was rising because I (the single Mom) was paying for my neighbor's ********** asked to be compensated for ******'s and the Talega offices error and was told I should *** them neighbor. When I moved in, I was paying around $95.00 and last month my bill was over $2,000. After was weeks the apartment did hire a group of guys to move my stuff into the correct garage and my SDG&E estimate for this month is $186. ****** then hired a 3rd party vendor to come fix my neighbor's sink on Dec 19th and 20th. When the vendor snaked her bathroom sink, he busted through my bathroom pipe busting through. This was a problem because I was out of town for work. When I came home from being gone for 4.5 days I came back to a ********************** flooded mess. ******'s response was do an insurance claim! Why when your vendor damaged my property? I again sent an itemized listed so that I could replace my items and haven't received a response since. I'm a single Mom to a special need little boy.

• Initial Complaint

  Date:12/23/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently moved out of an apartment managed by essex property trust in ****** **. Upon move out we were sent the usual itemized list of deductions from our deposit but I questioned some of those deductions given that my move in check list already noted that those items were already in bad shape. They then sent me back photos of numerous other things some of which were not even photos of my apartment. For example my kitchen cabinets are white and they sent my photos of brown wooden ones, a light switch which was not like any in my apartment and a stove that wasnt mine either. It was bad enough living there with maintenance issues that never got addressed and fire and safety issues that never got fixed but to be charged for their own previous damages, stains, and scratches was ridiculous. I would like to receive my deposit back given that the issues were previously brought to the attention of maintenance and management and nothing was done before we moved out l. There is no management or security on site anymore so your dealing with out of state people who dont know or care about you. Unfortunately if this isnt resolved amicably I will be searching legal options for my reimbursement

  Business Response

  Date: 12/29/2022

  Hello, 
  We're sorry to see this complaint and learn of any frustration this past resident may have experienced regarding their move-out statement. After speaking with the team at Alpine Village, they can confirm they only charged this resident a cleaning and resurfacing fee. They are also still determining how this resident was sent the wrong pictures but are more than happy to forward her the correct images if needed. If this is something this resident is interested in or has any questions, they're encouraged to contact the team directly at ****************************************. 
  Thank you,   
  Essex Management

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18634167
  
  I am rejecting this response because:

  I was charged for resurfacing a bathtub that was already stained and scratched up when I moved in black mold was growing everywhere in that bathroom due to maintenance not responding to my requests to fix the vent fan or the leak under the tub that caused damage to the linoleum. According to CA rental laws you are to provide receipts for materials if the resident is being charged for them. Property owners or managers who purchase materials on an on-going basis may provide the resident with a copy of a vendor price list or any other vendor document that reasonably documents the cost of the item used in the repair or cleaning of the unit. Also according to the law you can only withhold our deposit money to:
  
  For cleaning the rental unit when the tenant moves out, but only to make the unit as clean as it was when the tenant first moved in;or for repair of damages, other than normal wear and tear, caused by the tenant or the
  tenants guests;
  
  since the tub was already stained and scratched and painted over those stains and scratched which came off immediately after we moved in and was marked as such on our move in inspection you can not legally charge us for those repairs. 
  Sincerely,
  
  ******************************* ********

  Business Response

  Date: 01/09/2023

  Hello,  
  While were sorry to learn this past resident is still dissatisfied with their final statement, we can confirm all charges are valid as supported by pictures and relevant documentation. If they have any pending questions regarding these fees, they can always contact our support team directly at ********************************************** for assistance. Additionally, as we mentioned in our previous reply, theyre welcome to reach out to the team at Alpine Village. 
  Thank you, 
  Essex Management

• Initial Complaint

  Date:12/21/2022

  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.

  ******** Apartments ******************************************************************, **:On November 22, 2022 the elevator went down in our 5 story building. There are 12 apartments on each floor and we all pay extra to live in this secured, elevator building. The management Team is not on site and they have two properties one on *********************** Since COVID 2020 the management has not been onsite and the maintenance has really went down hill on the two properties. I made a phone call to the ****************** code enforcement officer ****************** and the ******** Team lied to him telling him the elevator would be fixed on December 9, 2022 and it is still broken today 12/21/22. The management team has sent us an email that it would be fixed on January 21, 2022. This will make 2 months that we all paid on the elevator and the management is denying all the tenants a credit. When the building with no elevator pays less on the same individual units as us and that is not right. All the tenants plan to get a case in the judicial system filed if they do not credit all of us in building 7 on the Hacienda side. The people that live on the 4th and 5th floors are having the most difficult time with groceries, kids, elderly...ect.

  Business Response

  Date: 12/29/2022

  Hello,

  
  While seeing a BBB complaint is never ideal, we appreciate this resident sharing their concerns. We understand the broken elevator at the ******** Apartments has been inconvenient for our residents; however, after speaking with the management team, we can confirm they're doing everything possible to resolve the issue quickly. As they shared with us, they have been in constant communication with residents and have offered the option to call the office during business hours for any assistance they need with groceries, packages, etc. Additionally, the team notified all residents via phone call and email on December 23 that they would receive a rent credit due to the elevator being out. If this resident has further questions, they're encouraged to contact *******************************************.   
  

  Thank you,   
  Essex Management 

• Initial Complaint

  Date:12/20/2022

  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.

  Fraud and misleading from a leasing agent *************************. She clearly stated in writing my deposit is fully refundable the cancelled my application on her own and stated my deposit is not refundable. Lies and deceit, this is not good business. My application is incomplete!

  Business Response

  Date: 12/21/2022

  Hello,   
  Unfortunately, without knowing the name of the community this person applied for, were unable to speak to their specific concerns. While we hope this matter has since been resolved, if this person still requires assistance, they are encouraged to ************************** they applied to in order to secure their refund if applicable.   
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:12/13/2022

  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 trying to contact my leasing office for a lease renewal issue for the last two weeks, as my lease expires in early January. It is impossible to reach anyone about this issue. I have emailed the leasing office every day since December 5th (it is now December 12th) and my supposed my community manager to no avail. The phone number listed in the resident portal for my community manager redirects to another apartment complex in the area, owned by the same property company. There is also no physical office for me to visit to discuss this issue. I have become physically ill from the stress this has caused me due to the property management companies negligence. I believe they are trying to force/scam me into a month to month rate, which I absolutely cannot afford. I would like for the leasing office to please contact me back so I do not have to be homeless due to their negligence and lack of communication.

  Business Response

  Date: 12/21/2022

  Hello, 
  While we're disheartened to see this complaint, we can confirm the issue regarding this resident's renewal letter has been resolved. If they have any questions or further concerns, this resident is encouraged to contact the team directly at **************************************.   
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:12/07/2022

  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 November 1 2022 around 10:45am, I noticed that the fire sprinkler in the living room suddenly began to leak lots of water. I immediately used a large cooler to collect the water and immediately reached out to the maintenance team. My strategy was successful, although the water still caused a mess on the floor that I had to clean up to prevent damaging the floor. The water leak stopped at around 12:30pm. I was told by the maintenance worker that the water leak was because there were some workers testing the boiler on the roof and the water overflew for some reason. In the next few weeks, the maintenance workers entered my place multiple times to repair the water damaged ceiling surrounding the fire sprinkler area, including drilling a few holes, painting and repainting. The painting material had a very unpleasant smell and my roommate and I sometimes could not stay in the apartment due to the bad smell. Hence, we requested to delay the last procedure of the painting until after we move out and the request was accepted by the maintenance team.We reached out to the property management team through email for 2 things:1/ to confirm that the water damage to the ceiling was not our fault, and that we will not be charged for the damage and the delayed last painting procedure at move-out. However, the reply that we got, upon multiple requests for clarification, was still very ambiguous: "As long as the unit is returned to the state released to you in, you should be fine.", without a clear definition of "returned to the state released to you in", which we have already known from the lease agreement.2/ to express our concerns about the possibility of the water damage happening again when we are not at home, and request transferring to a new unit with potential charges waived (such as transfer fee, early termination of lease penalty fee etc). However, we were told that such fee cannot be waived, and credit check will happen like we are new residents.From the company's reply to my other roommate's complaint, they insist that our request can not be fulfilled because "the water heater has been replaced" after the incident and "there were no reported damage to personal items".However, this is unacceptable, considering the following factors:1/ The water heater's malfunctioning was not made aware to us before the incident and was presumed working well. There lacks evidence that such issue will not happen again with the "replaced water heater". Further, why the malffunctioning was only detected after we reported such issue? Does this indicate a lack of routine maintenance?2/ The reason why there was no reported damage to personal items was NOT because the water leak wasn't serious, but because I was home and was able to detect the leak and take certain actions immediately. If I were not at home, the floor would have been flooded, my personal items would have been damaged.3/ If such issue happens again while I am not at home, it is not hard to expect that the floor and my personal items will be damaged. What's worse, it will be very hard for us to prove that the damage to the floor is because of the water leak from the worker activity on the roof, and we will face a much bigger problem, and have to spend a lot of time and money dealing with the potential charges. Hence, to protect ourselves, are we residents expected to stay at home to be able to take video recordings as proof/take actions to prevent damage?4/ For our transfer request, they insist that we pay the additional fee and we go through credit check. It's hard for me to understand why we have to suffer a credit hard pull due to someone else's fault. I have been living here in the past 3 years and had have a nice experience before this incident; otherwise I would have directly sought an early termination with early termination penalty waived.

  Business Response

  Date: 12/08/2022

  Hello,

  
  We're sorry to see this additional complaint for Essex and ******************** and learn of any frustration this resident may have experienced due to the water leak in their apartment and request to transfer. As we shared in their roommate's similar review, we understand the water leak wasn't ideal. We can assure them that the team at ******************** immediately contacted their vendor to replace the water heater, and we're disheartened to know they're still dissatisfied with the outcome. Additionally, the team communicated to them that they would not be charged for the final painting of their home. We feel it's important to clear up any confusion surrounding this resident's request to transfer and can confirm the team let them know that if they wanted to sign a new lease under the current rates and promotions, they would need to pay the termination fee per our transfer policy. If they have any questions, they need to contact the management team at ******************** directly at **************************************, as they'll best be able to assist them. 
  

  Thank you,   
  Essex Management 

• Initial Complaint

  Date:12/06/2022

  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 peacefully living at Essex Silver Apartments until approx March of this year.Starting around March/April, began having Major noise issues with the apartment directly above me. I have tried Everything to get a response and resolution from Essex to no avail. 9 months of living H*** Completely ignored. I have worked with Security numerous times to no avail, written countless online incident reports- never to be responded to. *** also called the police 2X on the neighbor- and Nothing! I have tried to address the issue with the neighbor- zero help. I have in writing from the neighbor his admission to being in violation of the rules and leasing agreement. He admits to being a social deviant (in his own written words). *** tried sharing this information and his most recent threats of coming down to my apartment with Essex and Nothing. I Pat $2,800 to leave here afraid! Ive shared with Essex that I am on Disability with my health condition made worse by lack of sleep, anxiety, and the stress from the blatant martial art carrying on by my upstairs neighbor. All of which he admits to doing (in writing). Ive had to have my medicine reviewed and changed by my doctor because of the health impact the constant pounding and kicking has had on me. I have noticed from both my medical doctor and therapist of the impact this harassment hostile living environment is having on me. ESSEX has never bothered to acknowledge Anything or respond to any of my pleas for help. I sincerely dont know if its intentional disregard hoping Ill just move, or is it discriminatory. I have sworn witnesses- no one can believe how I can tolerate the hostile and now retaliatory living environment. If ESSEX wont even acknowledge written incident reports from their hired security, who will they listen too?Why arent there any consequences for someone causing emotional and physical harm to a fellow tenant? Why does ESSEX seem to be favoring this young white make?Help me

  Business Response

  Date: 12/15/2022

  Hello,

  
  We regret to see this complaint and learn of any inconvenience this resident may have experienced due to noise. Our teams are always available to address instances of excessive noise, and after speaking with the team at Silver, we can confirm they've been working with this resident regarding their concerns. Unfortunately, they've been unable to verify the noise this resident is experiencing, which has limited the management team's ability to handle the situation. If this resident would like to discuss potential transfer options to a quieter home, they should contact the team directly at ********************************* as they'll best be able to assist. 
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:12/05/2022

  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.

  Unqualified maintenance employees at ***************************** - Essex Apartment Homes. Our washer stopped working after the rinse cycle (in October of 2022) and would not spin the water out. We called maintenance to come and fix it and they allegedly fixed it, but the same problem has happened again on 12.5.2022. We called for maintenance to come and fix the same issue, but no one has come to fix it. I would like the administration here to hire qualified workers and fix our washer or replace it with one that won't stop working every few months.