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:10/21/2022

  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.

  Essex Property Trust sent me a rent increase notice 6 months before my lease renewal. At that time, I let them know that the offers would not work for me as my rent would increase from **** to ****. They offered to take a second look 45 days prior to my lease renewal. In September, I received no renewal so I reached out and was told that the rent increase rate would be my new rate. I looked online and a unit identical to mine was advertised online for $1860, which is based on a ****et rate. I asked why my renewal was so much more than an identical advertised unit online. The manager, *******, agreed with me and reached out to management again. I heard nothing back and instead was given a Notice To Vacate to sign acknowledging my lease end on October 1, 2022. At this point, I found a new place, signed a new lease and paid a new deposit. Two weeks later, and after the 30 day **** in which I would have had to give my notice to vacate, Wharfside managers were calling and emailing me to apologize for their negligence and for not completing a rent deviation as they should have. I let ****** and others know that it was much too late and I had already made arrangements for a new place. She said that **************** would pay my deposit for my new apartment and assured me my moveout would be smooth and seamless. ********* also completed a pre moveout inspection of my apartment but did not provide me with an itemized list of repairs that I could do to not have deductions taken from my deposit. This was outlined in the Notice To Vacate that was signed by both parties. Additionally, I was given no information about how to close out my lease or return my keys until 7 hours before my lease end. I had to reach out to the Director of Essex Trust to see that this info was given to me. As for the Director of Essex Property Trust, he called me as well and explained that Essex has gone through some restructuring which led to all of this mess and is not an isolated incident.

  Business Response

  Date: 10/25/2022

  Hi there, 
  Providing responsive customer service is our top priority, so were sorry to learn of any frustration this past resident experienced regarding their lease renewal. After speaking with the team at ****************, we can confirm they connected with this past resident and offered to review their request for a renewal deviation and refund of their deposit to the new apartment complex, which was contingent on them staying at ****************. Unfortunately, this past resident declined the teams offer and decided not to renew their lease. We also feel it's important to share the team refunded their initial deposit as a customer service gesture. If this past resident has further questions or concerns, theyre encouraged to contact our support team at **********************************************. 
  Thank you,  
  Essex Management

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18297969
  
  I am rejecting this response because: the email from ****** that I attached to the original complaint clearly indicates that my deposit would be paid and it was never discussed that it was contingent upon my staying at ****************.  I also was not contacted about fixing this issue before the time limit that is placed on me in the attached lease to give them notice within 20 days of my lease end. I have spoken with multiple representatives, including the Director, that have admitted their negligence but still refuse to pay my deposit as promised in the provided email. By the time I was contacted, I had already signed a new lease, was packed up, with all arrangements complete.  ****** also called me on September 23rd to address this literally as I was moving into my new apartment. Their response was too little and definitely too late. Representatives as mentioned above in their response are/were no longer willing to help me which is what led me to contact the *******************************************************************************************

• Initial Complaint

  Date:10/10/2022

  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.

  TLDR; We missed our move-in date due to a series of processing delay and miscommunication from ********************* (An Essex property) side. As a result we spent extra time and money(e.g. hotel) to get settled. They should at refund $300 hold deposit, pay for the *** electricity bill since we did not live in the unit. Timeline:- On 9/29/2022(Thursday) we submitted the application for unit **** and paid the $300 deposit. Our move-in date is set for 10/5/2022. Friday(9/30) no news for the entire day. - Saturday(10/1) because our move-in day is only couple days a way I started to contract their leasing agent *****. ***** mention since I was living in an Essex property already(Magnolia square), this new application is treated as a transfer and they have to work with my current apartment. Upon hearing this I warned ***** that it's going to be super slow to get hold of people at Magnolia square and whether this application can be treated as new to avoid the delay. ***** assured they will take care of it and 10/5 move-in is not a problem.- Sunday(10/2) I was trying to reach ***** the entire day but no response. - Monday(10/3) tried to reach ***** and people at ********************* the whole day but turned out he was OOO. Around 5pm PST a employee named Maile responded via text confirming our application is approved and lease will be sent to us the next day(10/4). ***** also told us to set up electricity account, ******'s insurance for move-in day. - Tuesday(10/4) chaotic day. Turned out our application was still not fully approved hence they cannot send over the lease. It's interesting to see they were contradicting with themselves.- Wednesday(10/5) scheduled move-in day. It was not until 3pm PST that we received our lease. However there were a mistake on monthly charges, and a *** fee that we have to pay for apartment we do not own. And nobody ever mentions the *** fee before we saw it on lease. - Thursday(10/6) we told Essex to cancel our application

  Business Response

  Date: 11/08/2022

  Hi there,

    

  We apologize for any delay in responding to this prospective residents BBB complaint and hope this issue has been resolved. If they have any questions, theyre encouraged to contact the team at ************************* directly at ************************************************* as theyll best be able to speak to the concerns outlined here.

    

  Thank you, 

  Essex Management 

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18193623
  
  I am rejecting this response because:

  The issue has not been fully resolved. I spent decent amount of time communicating with PSE on electric bills that I should not be responsible of. During that process I did not get much responsiveness from the people at Highland at Wynhaven albeit it's their responsibility to notify the energy provider to assume financial responsibility. Luckily PSE side has agreed to close the dispute account because I never moved in. 

   

  However, they still withhold the $300 holding deposit at this time. I spent lots of extra effort to get settled, money too, because of the chaotic process and we were not able to move in on time. It's only fair they refund the deposit. 

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

• Initial Complaint

  Date:10/09/2022

  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 management change the parking permits And forgot to give me one. In the last 3 days I call them 100 times they answered me 5 times and every time they promised to give me one. I can't park my car in the building **** that I pay for the parking. I can't park my car outside the building because I don't want anyone to brake my window. I can't sleep and my own house because I don't have parking.

  Business Response

  Date: 10/18/2022

  Hello,   
  While were sorry to learn about any inconvenience this resident may have experienced due to a delay in receiving their parking permit, were glad to confirm the team at ***************** has resolved this request. If this resident has any questions, theyre welcome to contact ******************************************.   
  Thank you,   
  Essex Management

• Initial Complaint

  Date:10/05/2022

  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.

  We rented an apartment in *************** Apartments (owned by Essex Property) located in *********, ** and moved out on 10/03/2022. On 10/05, we received a move out bill of over $1400, including re-paint the entire apartment ($330) and carpet replacement ($815). There were no itemized invoice and they did not provide on the reason why the entire apartment needs repaint and the carpet needs replacement. We lived in the apartment for merely 6 months and left the apartment in good clean condition with no damage but only normal wear and tear (the apartment is old and worn out when we moved in). We also have the move-in photos vs move-out photos to prove the apartment condition. We have no objects on the normal cleaning fees they charged ($100+) but the rest charge is ridiculous and unreasonable.

  Business Response

  Date: 10/13/2022

  Hello, 
  Essex and Magnolia Square always strive for transparency and fairness when assessing move-out charges, so were sorry to see this complaint and learn this resident feels we missed the **** in any way. After reviewing this residents account with the team, we can confirm all cleaning charges and the carpet replacement are valid, as supported by relevant documentation and photos. Additionally, the team will be making adjustments to the painting fee, and the resident will only be charged for touch-up paint. If they have any questions, theyre encouraged to contact our team at ********************************************** for assistance.     
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18172130
  
  I am rejecting this response because:

  First I'd like to point out this issue has been resolved offline with Essex with them removing the excessive carpet replacement and repaint charge. But their BBB response here does not take any accountability but simply dodging the key factors:

  1) It's required by ********** law that moveout inspection should be requested by the tenant, and during/after the inspection the landlord MUST give tenant itemized receipt for any repairs need to be done in order to restore the apartment condition. We did not receive any receipt, nor request the inspection. In fact, the inspection was initiated by the landlord without checking with me first, and during the inspection they did not mention the paint needs to be redone, or the carpet needs replacement(since there were no damage). 

  2) Besides filing BBB complaint here, we're also talking to Essex team regarding this issue offline. At the beginning they refused to acknowledge the issue and claim all the charges were validated. It's not until a series of email exchanges quoting ********** law and how their "validated" charges are NOT lawful due to lack of evidence and legit claims that they finally admitted the mistakes at their end and reversed the absurd charges. Additionally, there was also "mistake" on how the pro-rated fees were calculated hence we're over-billed. I was going to take them to court and seek punitive damages if they did not reverse the charges. 
  

  3) It's cannot be more obvious to see a pattern here that a series of "mistake", "error" we've encountered during this process. It's reasonable to believe they withhold our deposit in "bad faith". I cannot image how many tenants they were able to get away with this kind of scam unless you fight them tooth and nail. Won't there be an class action lawsuit? 
  
  

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

• Initial Complaint

  Date:10/03/2022

  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.

  This ************************ elevator is not working right because most senior and disabled cant go no where because elevator down most of the time. It very hard for senior people, wheelchairs and walked to walking down straight when elevator dont work for. They need to make sure elevator works all the time for people with disabled cant walk or leave the house only choice is stair worst place for disabled people.

  Business Response

  Date: 10/10/2022

  Hello, 
  Were sorry to see this resident review and learn of any frustration they may have experienced recently due to issues with the elevator at ************************. After connecting with the management team, we can confirm the elevator went out of service on 10/4, and they immediately contacted a third-party vendor to assess repairs. Unfortunately, due to a shortage of parts, the team doesnt have a date for when it will be resolved. If this resident has further questions, theyre encouraged to contact the team directly at *****************************************.   
  -Essex ******** Services Team 

• Initial Complaint

  Date:10/03/2022

  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.

  Moved into this apartment complex in the month of August. It took a couple of weeks to get a key to the assigned mailbox (delivered to my apartment while I was out). In a short space of time, I learned that the key does not work for the box assigned. Since then, I've been calling the office to get access to the correct key and only getting a voice mailbox. I've left several messages, and no one has called me back. I have not been able to get my mail this entire time, and there are some important documents that have been sent to me that no one can seem to tell me how to access them.Please note that I work full time and attend school full time, as well.

  Business Response

  Date: 10/10/2022

  Hello, 
  Providing responsive customer service is a top priority for our team at Shadowbrook and Essex, so were sorry to see this residents BBB complaint and learn of any trouble they may have had regarding their key. After speaking with the team at Shadowbrook, were glad to share new keys were made on 10/6, and the resident should have received them. If they have any questions, theyre encouraged to contact ************************************** at their earliest convenience. 
  Thank you,  
  Essex Management 

• Initial Complaint

  Date:09/17/2022

  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.

  We just moved in September 9 2022 at 2:30pm and we found a lot of issue. There is no move in check list in the folder with welcome letter. We couldnt file out what issue is so please see list below. I have been try get hold of office 9/9/22 and today. 9/10/22 1. The refrigerator has full of ants inside the freezer, outside of refrigerator behind the refrigerator. 2. The cabinet has taped on it and was covered by paint so see a lot of gap in it. 3. There was wall chip damage outside of washer and dryer door 4. I found more ants in master bedroom/2nd bedroom and master bathroom in medicine cabinet and guest bathroom. 5. The wall was dirty not been touched based. 6. In master bedroom bathroom cabinet inside wall was damaged 7. According to representative ***** text message say that our unit will be upgrade all kitchen stainless steel appliance which we havent got upgrade yet. 8. The Dryer lint trap is full of Lit that couldn't clean out ( it could has cause fire) 9. We found manincure file machine in the kitchen cabinet Since we move in September 9 2022 and discover bunch ants everywhere. We did sent maintenance request through email on 9/10 and 9/12 and nothing been done til today 9/14 Maintence came and say work is complete. We arrived home discover bunch of ants still here and it not resolved. We sent other request on 9/14 and Maintence supervisor say will drop off the pest control paperwork we never receive. We live in townhouse complex and ant is all over the house. We need terminator guy come here asap. This so frustrated with lack of communication which I called sent email, attempted to call left message and sent portal no communicate has been made. Please this action immediately. We will love to stay here in complex but we cant tolerance ants attacking the units and lack of services. We spend a lot of money on rent $3,570. We want our security deposit back and 1st month rent.

  Business Response

  Date: 10/05/2022

  Hello,  
  Before we speak to this past resident's concerns, we'd like to apologize for the delayed response to this complaint. After speaking with the team at ***************, we can confirm the issues mentioned here have been addressed and completed by the maintenance team except for pest treatment, which the leaseholder canceled. We also feel it's important to share that the team honored our 30-day guarantee, waived all penalties, and refunded her deposit. If this past resident has questions, she is encouraged to contact our support team directly at **********************************************. 
  Thank you, 
  Essex Management 

• Initial Complaint

  Date:09/13/2022

  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.

  *** submitted multiple work orders to have the a/c fixed in my apartment. It has yet to be fix. Its been uncomfortable sleeping in this heat. Essex continues to say that they are going to fix the problem and have done nothing. Please advise

  Business Response

  Date: 09/15/2022

  Unfortunately, without the name of the community this person lives in, we're unable to investigate their concerns. If they can provide the name of the community, we'll be happy to assist in any way we can. 
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 09/15/2022

   
  Regency Palms Court, Apartment 103
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/23/2022

  Hello,  
  We appreciate this resident providing us with the name of the community they call home and can confirm this complaint has been resolved. However, the maintenance team is still waiting for the panel cover, which they are hoping to have in hand soon. If this resident has any questions or further concerns, theyre encouraged to contact the team at ****************** directly at *******************************************.   
  Thank you,  
  Essex Management

• Initial Complaint

  Date:09/09/2022

  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.

  Hi there, I lived in a unit of the Silver Apartments complex. A few days ago, I reported that a kitchen faucet has some plastic part inside broken and it is detached from the countertop. The management office told me it's not normal wear and tear and I will be responsible for charging. The problem was there even before I moved in, 10/2021, but I didn't found it immediately as it was not visible and did not affect me using it. Only when the faucet is pulled in some certain direction, you can see it is detached. In 02/2022, when one of the maintenance staff came in my unit for another issue, I talked to him about that. He said it's normal wear and tear and they wouldn't charge for fixing it. I didn't report it immediately as it did not affect me using. These days I'm moving out so I reported and the management office said something different, that I will be charged for that. I told them what the maintenance staff told me before. But they said that they didn't find it noted, nor did they see any problem with the sink reported before. The only reason they gave for it's not normal wear and tear is "these items don't break over time". Is this really a valid reason to determine if it's normal wear and tear? Why it's not a quality issue with the plastic part? How am I supposed to break something inside a metallic tube, which I can't even see or touch when the tube is attached? Now they just said they would charge me of this and have not give the amount, but I don't think they provide any valid reason to charge anything. Can you please help me with it?Thank you!

  Business Response

  Date: 09/08/2022

  The Silver Apartments are owned and operated by Essex Property Trust and not Greystar.  I have emailed the customer and provided them with the corporate office number for Essex.  Thank you.

  Business Response

  Date: 09/15/2022

  Hello, 
  
  While were sorry to learn about this residents frustration surrounding their kitchen faucet, we can confirm the charges are valid as supported by relevant documentation. Furthermore, after speaking with the team at Silver, they informed us this resident never indicated any issues with their faucet on their move-in inspection, which is required 24 hours after move-in outlining any concerns or work orders. It was also never reported to the previous management team. If they have any questions regarding fees owed, theyre encouraged to contact the team at Silver directly at *********************************. 
  
  Thank you,  
  Essex Management 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17792008
  
  I am rejecting this response because: they did not answer why it is not a problem of faucet quality. Why do they assume that I broke it.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/30/2022

  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.

  I rent an apartment from essex homes The ******* The apartment rents for $2600 normally or less. When it came time to renew my lease after it expired I attempted for weeks to renew my lease but the office refused and said my lease would go month to month. The problem is their month to month rate is $3400 way higher than the normal rent for the apartment. They refuse to sign a 12 month lease at anything other than the $3400 a month rate which is way over what they normally charge for that apartment. They also have an identical apartment listed for $2600. They refuse to offer a fair price for the renewal and are charging me way above market value.

  Business Response

  Date: 09/02/2022

  Hello,   

  
  While we regret to learn of any challenges this resident may have experienced, the details regarding his renewal are not entirely accurate, and we'd like to take this opportunity to clarify some of his comments. After speaking with the team at The ******* we can confirm that after he inquired about extending his lease, management explained that he had not received a renewal due to his short-term status. The team then suggested he go month-to-month until they generated the next batch of renewals. Since he expressed interest in signing a longer lease, he was offered different leasing options, including a twelve-month lease with a lower rate than the mentioned $3,400 as supported by relevant documents. The twelve-month option is also a decrease from his current rate. Additionally, the leadership team at The ****** has been trying to contact this resident to discuss his renewal and potential transfer options and has been unsuccessful. If he has any further questions, he is encouraged to continue to work with the team at The ****** directly at ************************************.  
  
  Thank you,   
  Essex Management