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:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ?Subject: Formal Complaint Against Essex Properties Crow Canyon ApartmentsDear Better Business Bureau,I am filing a formal complaint against Essex Properties and the management at Crow Canyon Apartments in *********************. I resided at Essex Properties for five years and was a responsible tenant who always paid my rent on time. However, after a traumatic incident on January 7, 2025, where a neighbor pulled a gun on me, I was forced to break my lease under California Civil Code ******.I immediately reported the incident, provided the police report, and was told my account would be put on hold while it was being reviewed by the legal team. Despite this, I was not contacted for updates. Instead, my account was sent to collections without my consent, causing significant damage to my credit and ongoing emotional distress.After multiple attempts to follow up, including scheduled calls that were ignored, I am left with no resolution. I am deeply disappointed with the lack of communication and the poor handling of my case. My account should be on hold, but it seems as though the matter has been ignored by management, and I am experiencing unnecessary financial and emotional distress as a result.I request that the BBB investigate this matter and help resolve the issue with Essex Properties.Summary of issues:1.Gun threat incident (1/7/2025) led to the breaking of my lease.2.Failure to address my concerns after providing the police *********** account was wrongfully sent to collections without my consent.4.Ignored attempts to follow up, including scheduled phone calls.5.Ongoing emotional distress, financial harm, and trauma caused by the mishandling of my case.I would appreciate your prompt attention to this matter and look forward to a resolution.Sincerely,*******

  Business Response

  Date: 04/14/2025

  Hello,

  While we regret to see this past resident's complaint, their comments here are not entirely accurate, and we would like to provide further clarity in hopes of finding a solution. When the incident was first reported to Crow Canyon on January 13, a week after it occurred (January 7), our team advised filing a police report to proceed with any necessary actions against the individuals involved. They also requested relevant documentation, including the video recording and photo of the vehicle this past resident had in their possession, which wasn't received until several weeks later, and even then, in a partial format that was difficult to review.

  Additionally, although their initial Notice to Vacate reflected a move-out date of February 13, we were not made aware until January 24 that they had vacated the apartment on January 18. This lack of timely notice impacted how possession of the unit was processed and contributed to the charges on their move-out statement, which reflected standard charges due to insufficient documentation to support a waiver of Early Lease Termination fees. Since that time, and after further review, our team decided as a gesture of good faith to reverse the Rent Responsibility charges up to the date they were notified of their move-out (January 24), and a refund check of $395.16 was mailed on March 31 to their last known address, as no forwarding address was provided.

  Lastly, the team confirmed that they received this past resident's follow-up communications, including a police report number and an officer's business card. However, neither Essex nor Crow Canyon was named in the report, and due to privacy regulations, we cannot directly obtain a copy. This past resident was advised to submit the full report if they wished to continue disputing their lease-related charges.  
  If this past resident has further questions or concerns, they are encouraged to contact the Community Accounts team.

  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 filing this complaint against **************, an apartment complex managed by Essex Property Trust, due to an ongoing pattern of harassment, retaliation, habitability violations, and legal misconduct that has affected me since moving in.************** is managed by incompetent and hostile staff who routinely ignore tenant rights, state laws, and health concerns. This includes:Persistent spider infestations, mold, dampness, and structural issues that have gone unaddressed despite repeated requests.A robbery incident involving my belongings on the day I moved in, which management failed to respond to meaningfully.Repeated unauthorized entries into my unit, one of which I only learned about months later through a recorded conversation with staff. No written notice or emergency was ever providedthis is a clear violation of California Civil Code 1954.Attempts to fraudulently displace me by citing an alleged leak into the unit below. Management failed to provide any documentation, photo evidence, damage report, or third-party assessmentyet issued repeated inspection notices and pressured me to vacate without legal justification.Misrepresentation of renters insurance by staff, including **** *** (Operations Manager), who falsely stated it only covers landlords.Rude, dismissive, and aggressive behavior from staff, including ***** ******, during multiple interactionseven when I raised valid health and legal concerns.A pattern of retaliatory notices after I asserted my legal rights as a tenantincluding lawful denial of entry and a formal cease-and-desist letter sent by my attorney.Despite legal notice from my attorney, management continued to send unlawful notices, ignored legal communication, & escalated harassment tactics, clearly violating California Civil Codes ****** and 1954.This is not a matter of miscommunicationthis is a systemic pattern of bad-faith landlord conduct, misuse of authority, & disregard for tenant safety and rights.

• Initial Complaint

  Date:03/26/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 filing this complaint against **************, an apartment complex managed by Essex Property Trust, due to an ongoing pattern of harassment, retaliation, habitability violations, and legal misconduct that has affected me since moving in.************** is managed by incompetent and hostile staff who routinely ignore tenant rights, state laws, and health concerns. This includes:Persistent spider infestations, mold, dampness, and structural issues that have gone unaddressed despite repeated requests.A robbery incident involving my belongings on the day I moved in, which management failed to respond to meaningfully.Repeated unauthorized entries into my unit, one of which I only learned about months later through a recorded conversation with staff. No written notice or emergency was ever providedthis is a clear violation of California Civil Code 1954.Attempts to fraudulently displace me by citing an alleged leak into the unit below. Management failed to provide any documentation, photo evidence, damage report, or third-party assessmentyet issued repeated inspection notices and pressured me to vacate without legal justification.Misrepresentation of renters insurance by staff, including **** *** (Operations Manager), who falsely stated it only covers landlords.Rude, dismissive, and aggressive behavior from staff, including ***** ******, during multiple interactionseven when I raised valid health and legal concerns.A pattern of retaliatory notices after I asserted my legal rights as a tenantincluding lawful denial of entry and a formal cease-and-desist letter sent by my attorney.Despite legal notice from my attorney, management continued to send unlawful notices, ignored legal communication, & escalated harassment tactics, clearly violating California Civil Codes ****** and 1954.This is not a matter of miscommunication, this is a systemic pattern of bad-faith landlord conduct, misuse of authority, & disregard for tenant safety and rights.

• Initial Complaint

  Date:03/25/2025

  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 am not liable for this debt with 09 WANDERING CREEK, I do not have a contract with ESSEXPROPTST , they did not provide me with the original contract as i requested.Opened date: 3/27/2024Account number: 702603112230****High credit: $6,993.00 Creditor name: ESSEXPROPTSTOpened date: 2/22/2023Account number: T052****High credit: $2,038.00 Correction to my credit report. I demand this account be removed from mycreditreport

  Business Response

  Date: 03/26/2025

  Hello, 
  
  We're sorry to see this BBB complaint and learn about this persons experience. If they believe they are a victim of identity theft or fraud, they are encouraged to file an identity theft affidavit at ********************************. Once completed, they need to submit the affidavit to *************************************** along with at least two of the requested items below: 
  
  Requested Items (Choose two) 
  ID Theft Affidavit 
  Police Report 
  Proof of Residency During Time of Debt (Copy of Lease/Mortgage Payment) 
  
  We hope this issue is resolved quickly and if they have any questions in the meantime, they can contact ************************************************************************.  
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:03/20/2025

  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 had set up a payment for my move out cost balance. I have been making the payments every month on time. Essex is reporting the balance due to my credit report every month, even though I have been making payments on time since I have moved out. I contacted them and they said they would not have it removed from my credit report. This has been causing my credit score to go down every month and shows as a derogatory account even though I set up a payment plan with them.

  Business Response

  Date: 04/02/2025

  Hello,  
  
  We're sorry to see this message and learn about this past resident's frustrations regarding credit reporting. It appears their account was paid in full on March 20; however, any credit reporting before that date when there was a balance, was accurate. Now that the account has been paid, this past resident can submit another dispute to update the account as closed with no balance due, or they can wait until the next credit reporting cycle for the account to update the balance. It's important to note that the account will not reflect as closed until after the third credit reporting cycle from their move-out date. If they have further questions, they are encouraged to contact *************************************** for assistance.  
  
  Thank you,  
  Essex Support Team

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since 9/23/2025, Essex has been billing my rent as a personal loan and reporting it to credit bureaus, which is a misclassification of debt and could negatively affect my credit score if I miss a payment. The property is charging rent in this way to other residents as well. I asked 4x in writing for an explanation of this practice (as of 2/21/2025) but was ignored and was sent my lease agreement that I already had access to and told to refer to a section that did not justify this practice or even mention the specific language of "personal loan." I want a correction to be made to my credit report by the management group and for them to stop charging my rent as a personal loan.On 2/20/2025, my vehicle was also wrongfully towed from the property's parking lot and no resolution has been proposed yet, nor has my complaint been escalated to upper management as I asked for it to be. There is evidence the property is unfairly enforcing an arbitrary parking policy and conspiring with Western Towing to collect towing charges from residents, since the policy has not been enforced fairly or thoroughly. I simply want to be reimbursed for the towing charges I incurred or to have that amount discounted from 1 month's rent, and for the apartment management to accept accountability and to properly train their staff as I was given the wrong information upon signing the lease.

  Business Response

  Date: 04/07/2025

  Hello, 
  
  We regret to see this complaint and learn about this residents experience at ******************** After speaking with the team, we can confirm their vehicle was towed by mistake and they were credited $260 with an additional $100 as a customer service gesture. Additionally, we understand they had concerns regarding the way Essex has been billing their rent and feel its important to clarify. Our accounting team labels any rental payments to ********** as a Rental Agreement but other credit reporting companies will use verbiage such as Personal Loan. If this resident has further questions, they are encouraged to contact the team at ******************* as they can best assist. 
  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 22984793
  
  I am rejecting this response because:

  The matter regarding my vehicle being wrongfully towed was resolved, and a new parking permit policy has been introduced. The new policy, however, has not been addended to the rental agreement, nor were any acknowledgements of receipt requested by the management from residents to indicate that they have been informed of the new policy. Additionally, the signage in the parking areas still suggests that only certain parking spots require a permit. The signage should be updated to accurately reflect the policy, and e-signatures should be requested from residents to confirm they have been informed of the new policy. Furthermore, a paper notice that was delivered to my apartment (ostensibly to all apartments) indicates that cars will be towed if they seem inoperable or abandoned, but does not specify what conditions would trigger those statuses (e.g. a number of days in a row a vehicle can remain parked, if a car will be towed simply because it is dirty, etc.). For street parking in **********, a vehicle is considered abandoned if parked without moving for 72 hours. Is that the same for vehicles parked in the community lots?
  As for the matter regarding credit reporting, that should also be addended to the rental agreement. An email was sent out offering existing residents the option to opt out of having rent payments reported to **********, which would start 4/1/2025, although it seems this was already the standard practice prior to this date.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/14/2025

  Hello,

  We understand this resident is dissatisfied with our response; however, we have thoroughly reviewed their comments, shared all relevant information provided by the team at *******************, and exhausted all avenues to address their concerns. At this time, our support team has done everything within our ability to assist. If the resident has any further questions, we encourage them to reach out directly to the team at *******************. Additionally, they can submit their concerns via the Contact form located on the upper right-hand side of our website.
  

  Thank you,
  Essex Support Team

• Initial Complaint

  Date:03/19/2025

  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 reaching out to formally express my concerns regarding the treatment I have been experiencing at ***************, located at *****************************************. While I acknowledge that I have an outstanding balance, I have been consistently present and actively paying rent. Despite this, maintenance staff has been entering my unit every month under the assumption that I have vacated, which is confusing and unnecessary since I am clearly still residing in my home and making payments. This has become overwhelming and concerning. Additionally, I have captured footage of a service representative entering my unit and disrespecting my space by throwing paper on the floor and leaving lights on multiple times. This level of disregard for my home is unacceptable. On top of that, certain security representatives at the front desk have been acting in a hostile manner, making me feel uncomfortable on-site. Due to these issues, I have had to stay away for the past month while I work with city representatives to address the ongoing situation. Another major issue I am facing is the excessive placement of notes on my door to the point that the paint is peeling off. Additionally, there have been inconsistencies in communication from the leasing office. I have received emails from property managers instructing me on how to have a roommate apply, yet assistant property managers are now telling me that I cannot have a roommate. This inconsistency is frustrating and adds to my concerns about how my situation is being handled. It is also concerning that responses to my emails have been delayed, and at times, it feels like management is selectively deciding when they want to assist me. Given the severity of these ongoing issues, I am requesting that a corporate representative reach out to me directly to discuss this matter further. I can be reached at ************, and I would appreciate a prompt response. Regards,****** ***** ***

  Business Response

  Date: 04/02/2025

  Hello,

  While we appreciate this resident for sharing their feedback with us, we're sorry to see their comments and learn about their experience at ***************. With that said, we'd like to take this time to address their concerns. 
  

  Regarding their comments about unauthorized entry, the lights being left on, and posted notices to their door, the maintenance team confirmed that during the abandonment check they conducted on March 19, the lights were unintentionally left on, and the team sincerely apologizes for their oversight. Additionally, the abandonment check was necessary due to a lack of communication from this resident with our compliance and resident relations team and in accordance with our policies, as we're required to conduct checks when there's extended silence and an outstanding balance. These notices are also necessary to address the balance on their account, which has been present since February 2024. 
  

  We also understand this resident had concerns about the roommate application process. In line with our lease agreements, any changes to the household, including adding a roommate, can only be processed if the account is in good standing. Our housing team communicated this to the resident on January 21; however, we apologize for any miscommunication or confusion. 
  

  Lastly, we take concerns about outside staff behavior very seriously. If this resident can provide more details about the interaction with our security personnel, the team at *************** will be happy to review it and find a solution. 
  

  Kindly, 
  Essex Support Team 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23089884
  
  I am rejecting this response because:
  

  Im in constant contact with the team at ***************. I have never been silent. Much evidence of me communicating to the team via email, the security team, and the maintenance team.  This is the primary issue. If you are entering my home due to those reasons mentioned, lack of communication and silence, once I prove that to be false the entering my home should stop right? This will be forwarded over to the city to further prove that they are just entering my home to enter. No real cause. I have phone logs, emails that will represent the idea that I am in constant contact and truly there is nothing outside of a balance that would influence them to do that. 

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

  Business Response

  Date: 04/07/2025

  Hello,

  We understand this resident is dissatisfied with our response; however, we have thoroughly reviewed their comments, shared all relevant information provided by the team at ***************, and exhausted all possible avenues to address the situation. At this time, our support team has done everything within our ability to assist. If the resident has any further concerns or questions, they are encouraged to contact the team at *************** directly.
  

  Thank you,
  Essex Support Team

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23089884
  
  I am rejecting this response because: Im not talking to anyone at ***************. Ill talk to someone in corporate and also the city of *********** as Im doing. I will start consulting with legal aide. Its really about how they are doing things not what they doing. I dont know what the guy name is at the front desk but I had guest with me when this happened so it wouldnt be any denying it. He asked for money to open a gate. It was nasty and it was rude. I believe the Belmont station team is giving the idea that he can do that because hes never in the past. No guard has ever. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/17/2025

  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.

  Me and my wife moved out of the ************* in October 2021. Not only did we lose our security deposit but we also were charge an additional $500 despite no damage to the apartment. Me and my wife meticulously cleaned the apartment better than how we received it and when the maintenance inspector viewed the apartment he confirmed everything was in good order. There are several ************** and BBB complains regarding this issue proving that this business is unethically scamming customers out of their hard earned money. ******************** and thier law firm *******, *****, and *************** has a history and reputation of fraudulently charging their customers upon moving out & and I would like the BBB to investigate this pattern & assist me getting the $254 collection that Essex and thier Law Firm *******, *********** **** LLP have against me and my wife. In addition to this I would like my security deposit paid back in full. What ***************************************** **** LLP are doing is in direct violation of California Civic Code, where landlords are prohibited from deducting charges for cleaning or repairs resulting from ordinary use/ normal ************ As tenants, we are responsible for returning the apartment in the clean condition. However, we are not responsible for additional cleaning services hired by apartment management. I am looking forward to finding a resolution.

  Business Response

  Date: 03/26/2025

  Hello, 
  
  Its disheartening to see this past residents complaint, especially knowing they moved out almost four years ago. While we understand their frustration with the debt owed, it still stands as supported by relevant documentation. If they require further assistance, they need to contact ********************************************** as they can best assist. 
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  Date:03/14/2025

  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 filing a formal complaint against Montana Apartments in ********* due to multiple leasehold issues, unfair rental practices, and improper billing.1. Unfair Leasehold and Rental Practices:I was a tenant from 10/4/2019 to 2/7/2025. My rent increased by 10% annually, from $2,190 to $3,000. When attempting to downsize to a one-bedroom within the complex, I was required to provide 30 days' notice but then lost available units due to a first-come, first-served policy.Apartment pricing was inconsistentone day listed at $2,390, then quoted at $2,700 upon inquiry.The staff was unapproachable, provided conflicting information, and made no effort to accommodate my continued residency despite my five-year history as a reliable tenant.2. Water Leak Charges and Lack of Transparency:From October to December 2024, my water heater malfunctioned. After multiple complaints, Maxx Plumbing repaired a leak under the slab near the laundry room and fireplace, which took three days. Following the repair, I received an inflated water bill of $854.80 and an SDGE bill increase of $140. Management refused to review the **** bill i submitted to them. They also refused to provide me the itemized water bill, as well as the documentation of the leak and repairswhich were necessary for disputing these charges to the city of an Diego.3. Unclear Lease Terms and Unjustified Fees:For five years, I was on a 12-month lease, but was later forced onto a month-to-month "holdover" without receiving clear terms or signing a new agreement.I provided 30 days' notice to vacate, as required, but was then told I was responsible for rent until a new tenant moved in. I am now being charged $2,205 for February, with additional fees pending, which I dispute.I request BBBs assistance in resolving these issues and holding Montana Apartments accountable for their misleading lease terms, lack of billing transparency, and failure to address tenant concerns in good faith.

  Business Response

  Date: 03/26/2025

  Hello, 
  
  While we regret to see this complaint and learn about this past residents experience, unfortunately, some of the comments here are not entirely accurate, and we feel its important to reiterate what the team has already shared with this individual. 
  
  Providing transparency about rental prices is a top priority for our teams; however, when this person inquired about transferring to a different unit, the team asked them to complete a pre-move-out inspection, a required step for the transfer process. Although they completed this step, they failed to notify the team, and the unit they were interested in became unavailable. Additionally, rental rates changed during that time.  
  
  Regarding their comments about the SDG&E bill, the team advised them to submit their water bills from the time of the leak so they could review for any discrepancies. The team never received these bills and was given the electric bill, which is unrelated to the requested water bills.  
  
  Lastly, this past resident went into holdover on November 4, 2024, but when they gave the notice to move out, they didnt select to pay the early term and were placed as rent responsible. If they have further questions or concerns, they are encouraged to contact *************************************** for additional assistance.  
  
  Kindly,  
  Essex Support Team 

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Wilshire La Brea Apartments for unjustified and excessive move-out charges, overbilling for rent, failure to provide proof of damages or maintenance performed, and lack of proper contact information for dispute resolution.Upon moving out on February 10, 2025 (lease set to end on February 11, 2025), I ensured the apartment was left in pristine condition. Despite this, I have received multiple inflated charges on my final bill, including:1.Unpaid Rent Charge I was billed for unpaid rent for the final 10 days of February, despite having already paid this amount in full through the online portal.2.Additional Rent Charges The billing statement includes an extra two days of rent beyond my agreed move-out date, which is inaccurate.3.Unjustified Move-Out Charges I was charged for:Full paint, wax, full paint, cleaning, dry wall repair Miscellaneous These are standard turnover maint. costs that should not be the responsibility of the previous tenant. I was never given the opportunity to dispute these charges, and no proof has been provided to justify them.4.Failure to Conduct Move-Out Walkthrough Despite scheduling a move-out inspection, no one from management was present. Additionally, I had already provided written notice that I would not be renewing my lease.5.Unresolved Habitability Issue For over a month before moving out, I was unable to fully reside in the unit due to a persistent rodent infestation. My complaints were ignored aside from basic maintenance visits through the resident portal, yet I was still billed in full for this time.6.Lack of Proper Contact Information The bills I received contain no proper email or phone contact to discuss these charges. Additionally, the billing address listed on these documents does not match any addresses registered w/ BBB making it nearly impossible to reach anyone regarding these disputes.Desired Outcome:Immediate removal of all unjustified charges

  Business Response

  Date: 03/25/2025

  Hello, 
  
  Were sorry to see this complaint and learn about this past residents experience. After connecting with the team at ****************, they confirmed that all cleaning and painting charges are valid, as supported by pictures, which have been shared with this person. Additionally, they informed the past resident that they would be waiving two days of rent due to a discrepancy with when they received their written notice to vacate. We also feel its important to reiterate that the team did not receive a move-out inspection request from this individual. Lastly, we understand this past resident had concerns regarding pests, and pest services were provided immediately after the team was made aware. If they have further questions, they are encouraged to contact the team directly for assistance. 
  
  Kindly, 
  Essex Support Team

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23062180
  
  I appreciate your response, but I reject your explanation and request further clarification. Specifically, I would like to see the images that justify the charges for paint, drywall repair, two community remotes, and carpet cleaning. Additionally, I saw an itemized breakdown of the charges labeled as misc damages ($150), another apartment cleaning ($300), apartment cleaning ($175), and hard surface wax ($75). Again please prove images to justify these misc charges. 

  
  Furthermore, I would like clarification on whether cleaning and carpet cleaning are mandatory for preparing an apartment for the next resident. If so, why am I being charged separately for these services?
  
  
  Regarding the rodent issue, I endured this problem for nearly two months, making my apartment unlivable. However, I was not compensated for this inconvenience. Additionally, I did submit a move-out inspection request with my written notice to vacate. I also emailed the apartment multiple times and only received automated responses stating I would be contacted within two business daysyet no one followed up.
  
  
  Please provide the requested documentation and a clear explanation of these charges at your earliest convenience.
  
  please provide images that show 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/02/2025

  Hello,

  We understand this past resident is dissatisfied with our response; however, we have thoroughly reviewed their comments, shared all relevant information provided by the team at ****************, and exhausted all avenues to address the situation. Additionally, the documents this individual is requesting has already been shared with them and our support team does not have the jurisdiction to share private, resident and past resident information. If this past resident would like an additional copy of their move-out photos, they need to reach out directly to the team at **************** or contact *****************************************************************.
  

  Thank you,
  Essex Support Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23062180
  
  I am rejecting this response because:
  
  Something is not adding up , I never received any move-out photos, and now Im being told they cannot be accessed. Thats extremely concerning. Can you clarify to whom and when these photos were sent? I have reached out to the property multiple times, and every time I do, I either get no response or no resolution. I need these charges addressed immediately. If there are any justified charges, I want to take care of them to avoid any delinquency on my credit report. Please provide a direct and timely resolution.
  
  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23062180
  
  I am rejecting this response because:
  
  Something is not adding up , I never received any move-out photos, and now Im being told they cannot be accessed. Thats extremely concerning. Can you clarify to whom and when these photos were sent? I have reached out to the property multiple times, and every time I do, I either get no response or no resolution. I need these charges addressed immediately. If there are any justified charges, I want to take care of them to avoid any delinquency on my credit report. Please provide a direct and timely resolution.