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

• 

  Apex Apartment

  1102 S Abel St Milpitas, CA 95035-9008

• 

  Essex Property Trust, Inc.

  24100 Newhall Ranch Rd Santa Clarita, CA 91355-5167

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:11/30/2022

  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.

  As a tenant, I have 2 issues with my Essex Property Trust, *** (aka, the "******************** apartment" / "landlord"). (1) I am not sure whether my package was deliberately stolen from our package locker room by my apartment employee. Details:This apartment utilizes a contracted package room service (********************). On Nov. 27, 2022, I returned from my vacation trip and found out that one of my packages was lost. I contacted our package locker room service provider (********************) and found out that this package, without my consent, was retrieved by "property management" on the same day it was delivered by ***** on Nov. 22, 2022. I contacted landlord on this matter but my package is still lost as of today (Nov. 30, 2022). (2) I believe the poor maintenance of my apartment leads to a disastrous water leakage from our living room ceiling fire sprinkler on Nov. 1, 2022. Apart from the incurred inconveniences of cleaning, many work orders were scheduled to repair the water damage in the ceiling. I was unconfident about the repairing quality and worried about the possibility of another water intrusion. Therefore, I requested to transfer to another likewise apartment unit without paying penalty fees. This request was declined by my apartment manager.

  Business Response

  Date: 12/06/2022

  Hello,

  
  While we're disheartened to see this resident's complaint posted here, we understand their frustration regarding their comments and would like to take this opportunity to address their concerns. After speaking directly with the team at ********************, there was an error with the packaging system, which resulted in removing packages from the lockers and placing them in the packaging room. They've since been placed back into the lockers, but if this resident still has trouble locating their package, they're encouraged to contact the team directly. We understand the water leak in this resident's apartment wasn't ideal; however, the team immediately contacted their vendor to replace the water heater, and this resident never reported any damage to personal items. Additionally, this resident's request to transfer was never denied. The team only advised that they would not be eligible for new rates and promotions as they're in their current lease. If this person has further questions or concerns, they can contact the team directly at **************************************.

  
  Thank you,   
  Essex Management

• Initial Complaint

  Date:11/27/2022

  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 have complained so many times about how loud my neighbors above me stomp to wear im losing my mind at Avondale Warner apartments I am losing sleep and my mind I hate living here and I'm looking for New apartments but in the mean time I should have been moved to accommodate the issues there are laws for tenants for situations like this which hasn't been followed this needs to be dealt with I have spoken to ****** who doesn't listen so that was just a yelling match they way they stomping is affecting my life and mental state in my own residence this needs to be handled i will be looking for lawyers because nothing has been done and it's wrong

  Business Response

  Date: 12/01/2022

  Hi there,  
  
  While it's unfortunate to see an additional complaint from this resident regarding noise, we appreciate their candid feedback and assure them the team at ************************* is doing everything they can to address their concerns. As we mentioned in our previous response, they're encouraged to contact the Avondale team directly as they'll best be able to assist them. 
  
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:11/23/2022

  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.

  I have moved out from ************ years ago and paid the move-out charges, yet every year I keep getting emails about the balance and I have to keep sending the money order as proof. I got another email today and I am hoping someone could resolve whatever issue is causing this to happen. I have attached the emails showing the details.

  Business Response

  Date: 11/29/2022

  Hi there, 

  
  While it's never ideal to see a negative review, we can confirm that this past resident still has an outstanding balance with Essex. After speaking with our accounting team, they verified that the money order was not received and have attempted to contact this past resident. They also suggested that they put a stop to the money order. If they have questions or concerns, they're encouraged to contact our support team directly at **********************************************. 

  Thank you,  
  Essex Management 

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18458949
  
  I am rejecting this response because:

  From every response year after year, it was communicated to me that the money order was received after we provided proof. You are welcome to check the calls from those chats we had every time we were contacted. Every time we were assured that the issue was resolved until someone else contacted us again months later and we have to have the same discussion over again. If there is an issue, I would suggest talking to the support agents who contacted us previously and told us this was cleared up after we showed proof of the money order. They said the complete opposite you are now. We have paid everything from our years at different Essex properties, and reaching out after 3 years over this amount seems like you are trying to scam money out of us. Again, check with the reps who contacted us previously.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/01/2022

  While its unfortunate to see this rejection, our accounting team can confirm they have not received a money order from this past resident. We understand this situation has been frustrating; however, if they have further questions, we suggest they schedule a phone appointment with the accounting specialist who last contacted them on 11/28.  
  -Essex Management

  Customer Answer

  Date: 12/02/2022

   
  Complaint: 18458949
  
  I am rejecting this response because:
  

  This amount has been paid. I have attached 2 documents. 
  
  One is a picture of the money order showing the serial number with the date and amount at the top. On the bottom is a receipt I received from the ****************** property detailing the date, apartment number 838, resident name, and the amount due and reason, all of which are correct.
  
  The second document is confirmation from **** showing that the money order was cashed.

  Due to me having a receipt from San ****** showing you received the money order and **** providing confirmation that the money order was cashed, I do not owe you money. 
  
  I am not responsible for the negligence of Essex and the staff at San ****** in handling the payment after I received my receipt.
  
  If I am reached out again saying that I owe money I will be reaching out to the housing authority and the **************** Attorney General. 
  

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

• Initial Complaint

  Date:11/22/2022

  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.

  I have complained about my upstairs neighbors stomping so hard that I am not focusing or happy in my own apartment it's so loud and constantly I spoke to *** about it I just spoke to ****** which all it was was a yelling match of what's right and wrong which California Penal Code 415 ********** Noise Laws. Health and Safety Code *****. And nothing is being done

  Business Response

  Date: 12/01/2022

  Hello, 
  
  We're sorry to see this complaint and learn recent noise issues have caused this resident inconvenience. With that said, we've spoken directly with the team at *************************, and they've confirmed that they're aware of the noise concerns and are working to achieve a solution. Additionally, they've contacted this resident's upstairs neighbor on two occasions. If they're interested in discussing possible transfer options to a quieter location within the community, they're welcome to contact the team directly at ***********************************.   
  
  Thank you,   
  Essex Management 

• Initial Complaint

  Date:11/21/2022

  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.

  I am taking over a sublease at the marquis ******************** in ************. I paid the application fee, provided the requested offer letter as proof of income, and my citizenship documents. This Saturday, 2 days ago, they denied my application and did not provide any reason. I called them this morning and they said my offer letter was not sufficient proof of income. They said it failed to meet our standards. When I asked what I needed to do/provide to meet their standards, they refused to provide any details on what their standards entailed. I cant prove that this is discrimination, but it seems like very shady business practices. I should at least be allowed to know why my application was denied, and what I can do to fix it.

  Business Response

  Date: 11/28/2022

  Hello,

  
  While it's disheartening to learn of any challenges this prospective resident may have experienced, the situation described here is not entirely accurate, and we'd like to take this opportunity to clarify some of their comments. After speaking with the team at ******** we can confirm management requested additional proof of income and let them know they did not need their income as long as the remaining resident in the apartment provided their income. Unfortunately, the existing resident refused to qualify independently, which led to their application being denied. If this prospective resident has any questions, the team at ******* will best be able to assist them and can be reached at **********************************.

  
  Thank you,   
  Essex Management 

• Initial Complaint

  Date:11/21/2022

  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.

  The property management change parking rules twice in the past 12 months. Due to their own negligence and lack of response, they missed out providing parking for some tenants. They continue to charge for parking but do not offer parking space for some residents. In the meantime, they authorize towing companies to regularly tow resident's car parking in the gated garage who parked at future residents, visitors or handicap parking.

  Business Response

  Date: 11/28/2022

  Hello,

  
  While we understand this resident's frustration about parking, we can confirm that after speaking with the team at Patina, they've been proactive in communicating their parking policies to residents. With that said, unfortunately, this resident was parked in a handicapped space with no placard, which resulted in their vehicle being towed. If they'd like to discuss this concern, they're encouraged to contact the team directly at ******************************************.   
  

  Thank you,  
  Essex Management 

• Initial Complaint

  Date:11/20/2022

  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.

  I moved into the Tierra Vista ****** ** property on 03/2022. The carpet in the unit was dirty. I complained to ***** and **** and a maintenance manager that came to look at it. The hallway also smelled like urine. I asked for proof it had been cleaned prior to move in and never got it. They werent willing to fix the issue and told me all of this would be noted so it would not go against me when I moved out. I did ask to switch to a unit without carpet as part of their 30 day guarantee. They said none were available. Also, the washing machine was leaking onto the carpet while I lived in the unit and they had to come fix the washer, but didn't do anything about the carpet. Now that I have moved out they are charging me $1126.58 for the carpet replacement which was more than 2 years old and I only lived in the unit for 7 months. They are also claiming to have lost the initial move in inspection paperwork.I have pictures of the carpet when I moved out, that was just professionally cleaned that day. The carpet was left in better condition than when I moved in.

  Business Response

  Date: 11/28/2022

  Hi there,   
  Were sorry to see this complaint and learn of any frustration this past resident may have experienced after receiving their final move-out statement. After speaking with the team at Tierra Vista and our ********************** we can confirm the carpet replacement, cleaning, and paint charges have been reversed. If they have any further questions, theyre encouraged to contact **********************************************.    
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:11/04/2022

  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 moved into one of the Essex properties in May 2022. At that time, they provided a discount for our move in. 6 months later, I am trying to transfer to a new unit and it was not made explicitly clear that by opting into the move in deal (not that we were given a choice not to), we would have to pay that back if we left. It's written in the lease but the language is not language that a resident would readily understand so it's easy to miss. Furthermore, in the process of calculating what I'd have to pay back, they also mentioned to me that they forgot to put on a $100/month discount for parking and that if I were to transfer I wouldn't have to pay that back. A few days later, they added the missing discount to my account and now are expecting me to pay it back - even though they said they wouldn't add it if I were transferring. I complained about this and received a response from a manager who told me that she added it to our account and so now we'd have to pay both the 50% off our rent we received - plus this new amount they've applied to our account. Then, she tells me that there is a unit available for $1216 a month. That was a lie. We went to apply for that unit and it's actually $2216. When I complained about this miscommunication amongst many other miscommunications - one manager asked me to send my pay stubs as a final step in the application process - and then when I did not, because I wanted to look into other apartment options - he went ahead and finished the process without my final paystubs - when I told him I wanted to move elsewhere - he got upset and then when I called him out - I was told that he would like to believe they gave me excellent customer service by being proactive and processing my transfer. And then proceeded to tell me that they'd have to charge me to terminate now rather than a transfer since I didn't go through with the process with him... I have to pay a 50% discount + $100 off 6 months of parking + 1 months rent to terminate

  Business Response

  Date: 11/17/2022

  Hello,

  
  While we regret to see this resident's frustration about their transfer, we can confirm after speaking with the team at ************* that there were several miscommunications between this resident and their roommate about this situation. Unfortunately, there is little information to share, as it is our understanding the team at ********************** is now handling their transfer. If they have any questions or concerns, they're encouraged to contact them directly at *****************************************.  
  

  Thank you, 
  Essex Management 

• Initial Complaint

  Date:11/04/2022

  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.

  Moved into ************* apartments and management is unresponsive. I am trying to move out and hand in my keys but they moved everything out of the leasing office and haven't returned my calls for months. They also rented out my unit and are still charging me for moving out early when they have a claim on their website and they also explained to me that if the unit was rented I do not have to pay a fee to move out early. I am also being charged more for electric this month (while unit was vacant and power off). I want my meter to be read and refunded since the building charges me electric.

• Initial Complaint

  Date:11/04/2022

  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.

  The heat in my unit is not working reliably. Turns off in the middle of the night.As the outside has gotten cold, Essex policy and **************** Law RCW59.18.060 should treat this as an emergency work order.Essex makes contacting them virtually impossible. They do not answer the phone. They do not answer emails.The offices are closed and locked. The few offices that have people in them have mirrored tint so that you can't see inside.Emergency work orders are not responded to.The only way I have got anybody to respond at all was by standing outside an office that I hoped was occupied and knocking at the window for several minutes.I would like my apartment to have reliable heat. But their maintenance manager informed me casually that he had 25 units without working heat. And didn't seem at all concerned.

  Business Response

  Date: 11/10/2022

  Hi there,

  
  Were disheartened to see this complaint and learn of any frustration this resident may have experienced with his SmartRent thermostat. Weve spoken with the ******* on Pine team and can confirm that management has been in touch with this resident and will replace the thermostat. We also feel its important to share that providing responsive and helpful customer service is our top priority, and we apologize for any trouble this resident may have had while trying to contact the team. If they have further questions, theyre welcome to email **************************************** anytime. 

  
  Thank you,  
  Essex Management