Complaints

This profile includes complaints for Essex Property Trust, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Essex Property Trust, Inc.

  1100 Park Pl Ste 200 San Mateo, CA 94403-7107

• 

  Ascent Apartment Homes

  12062 Slater Ave NE Kirkland, WA 98034-8601

• 

  Avondale Apartments

  22222 Victory Blvd Woodland Hills, CA 91367-1832

• 

  Essex Property Trust, Inc.

  36826 Cherry St Newark, CA 94560-3751

• 

  Brookside Oaks Apt Homes

  1651 Belleville Way Sunnyvale, CA 94087-3926

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2025

  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.

  An attempted break-in of my vehicle, but no action after I called the police and reported it to your management, all they told us was that not their fault. Malfunctions with the elevators and recurring issues with the fire alarms have caused significant disruption and concern for the safety of residents.A previously unsatisfactory unit, which was allegedly remedied immediately, but my dissatisfaction with the living conditions remains valid.because of all those issues, we could not continue our lease, after we tried to communicate with management to waive the breaking lease fee, they sent us a letter from their firm attempting to intimidate us, denying responsibility for the issues we faced.

  Business Response

  Date: 03/07/2025

  Hello,
  
  While we're sorry to see this resident's complaint, we understand our legal team has been in touch with them regarding their concerns, and we'd like to take this opportunity to reiterate some important details.
  
  Providing a safe and secure place to call home is a top priority for our teams, so it's disheartening to learn their experience has been less than ideal.Unfortunately, there has been a rise in crime in *********** over the past few years, and while our team has taken the necessary steps to help prevent crime,it is the resident's responsibility to take the steps needed to protect their personal belongings when it comes to potential vehicle break-ins. Regarding their comments about the elevator and fire alarms, there were two instances that occurred during their residency as of yet: a brief shutdown of the elevator that was immediately addressed and a regular fire alarm testing, in which a communication was sent notifying residents of the testing and potential disruption.
  
  Lastly, we understand this resident was dissatisfied with their apartment and notified the management team on their move-in day, on which the team addressed their concerns and offered them the option to transfer to another unit, which they declined. If they wish to terminate their lease, they must refer to the legal document sent to them with their options listed.
  
  Kindly,
  Essex Service Team

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22966752
  
  I am writing to formally reject your recent response, as the points mentioned are not accurate.
  Firstly, after I reported the break-in of my vehicle in the garage and requested that management install CCTV cameras, I was informed that this situation was not the responsibility of the management. This response is unacceptable, as safety measures should be prioritized, and proper security should be provided for the residents.
  Additionally, regarding the issues with the elevator and fire alarm, these have been ongoing problems, occurring on a weekly basis. Despite my previous communications, these issues have yet to be resolved or adequately addressed.
  Furthermore, I am concerned by the actions of your legal team, who sent a threatening letter aimed at intimidating us. This approach is highly unprofessional and does not ****** a positive resolution to the matter at hand. It only adds to the frustration caused by the ongoing issues.
  I urge you to reconsider the manner in which these concerns are being handled and take appropriate action to resolve the matters I have raised.
  
  Sincerely,
  
  ** ****

  Business Response

  Date: 03/10/2025

  Hello,

  While it's disheartening to learn this resident is dissatisfied with our response and their communication with our legal team, we unfortunately cannot assist past this point. If this resident has further questions or concerns, they need to refer to the legal document sent to them.

  Kindly,

  Essex Services Team

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22966752
  
  I am rejecting this response because they never try to help and resolve the issues we have with them. All they did just keep saying not their fault and sending the threatening letter.

  we are still waiting our deposit. please send it back ASAP. 
  
  Sincerely,
  
  ** ****

• Initial Complaint

  Date:02/13/2025

  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.

  My name is ***** and I reside at Avant Apartments in *********** which is owned and operated by Essex Property Trust. I moved in two months ago and have been dealing with the Avant team trying to fix an issue with my ** charger. The ******* has not worked - I was told by Avant to contact ChargePoint and so I did. ChargePoint told me to go back to Avant. Since then, the Avant team has no clue how to resolve the issue.I receive zero updates until I pick up the phone and inquire and when I do, no one ever knows what Im even referring too until I explain the situation all over again. I submitted a maintenance order which was closed hours later quoting that the issue is handled at the admin level.A leasing consultant had also shared with me in early January that I would receive credit for my parking spot since I havent been able to charge my car. However when I inquired about that, I was told management was not aware of that.Clearly the issue has not yet been resolved. As a consumer and resident, I find it frustrating that I have to continuously call the property in order to get an update - but again, every time I call, no one has an actual update and progress as to when this charger will get fixed. Or whats going on.I see a ton of cars at Avant that are not electric taking up the space of ** chargers. Since there has been zero movement to my issue being resolved, I asked the staff there who the regional director is, at which point they told me your name. Im hoping you can provide me with some sort of update and resolution because since 1/3/2025, the Avant team has absolutely done nothing because thats what Ive been told. The issue here is the ** charger and its repair status, the credit for my parking and honestly, the lack of communication from Avant.

  Business Response

  Date: 02/25/2025

  Hello,   
  
  While were disheartened to learn about this residents experience with the ** charging stations at *****, we can assure them that the team is working diligently with ChargePoint to remedy the issue. They also shared that they informed this resident that he would be credited for any ** charging fees accumulated. If he has any questions or needs further clarification, he is encouraged to contact the team directly as they can best assist.  
  
  Kindly,  
  Essex Support Team

• Initial Complaint

  Date:02/13/2025

  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.

  Error on ********'s accounting team's end resulted in a past due balance on my account. I was not given the opportunity to review these charges prior to them being placed in past-due status, which constitutes an infringement upon tenant rights. Additionally, I have yet to receive a response to my request for a detailed statement outlining these charges. The sudden appearance of these charges without prior notice or clear documentation is not transparent and are also in violation of tenant rights. The office team at ******** has not offered solutions to my requests and insists I pay immediately or face eviction.

  Business Response

  Date: 02/25/2025

  Hello, 
  
  While we regret to see this resident's complaint, we can confirm the team at ******** has been in contact with them regarding their comments here. To reiterate, this resident's renewal was sent early last year, and unfortunately, due to them not selecting a renewal option by the date indicated on their renewal letter, they were automatically put in a "Holdover" status in May 2024 for $2,395. It's also our understanding that this resident inquired about the automatic renewal clause on February 1 and the team explained the "Holdover" status and reviewed the past due balance on her account, which was owed for the prorated difference from May 2024 to September 2024. Additionally, the team offered to schedule an in-person meeting with her to review the charges. If this resident has any further questions, she is encouraged to contact the team members she's been working with as they can best assist her.   
  
  Kindly, 
  Essex Support Team 

• Initial Complaint

  Date:02/11/2025

  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.

  Feb 1, 2025 - Sign a lease to rent 2 storage lockers inside a storage room located at my building for $50 each a month and start moving my business inventory into lockers.Feb 2, 2025 - Go to storage room to continue loading inventory into my newly rented storage lockers and the storage room is inhabited by two houseless men. I try to report to security, security is not found and I email management. Feb 3, 2025 - Storage is again inhabited by two men, this time I'm able to get security to come handle the situation. Return later in the day to continue the business that has been put on hold to find the storage room is now locked. No keys have been provided.Feb 3 - Today (Feb 11th) - Many, many attempts to get management to provide a key to the now locked storage room where my inventory is being held - no response. It's been a week, I'm unable to conduct business. NO RESPONSE. From onsite management OR Essex Property Trust. They are illegally holding my belongings and actively ignoring my attempts at contact - again for 8 DAYS now. I am unable to conduct business because of this.

  Business Response

  Date: 02/12/2025

  Hello, 
  
  While were sorry to see this BBB complaint, the team at ******** has informed us that they will be contacting this resident today to address their concerns and provide an update regarding the storage room lockers. 
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:02/11/2025

  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.

  Essex Property Trust (specifically ********************************** in ************) is charging tenants who vacate the property wrongfully for paint jobs despite the condition being expected wear and tear. We received our move out statement and were charged hundreds of dollars for a full paint job despite not painting the unit or causing damage significant enough to warrant a full repaint. This is also in direct violation of the lease agreement, which states that reasonable wear and tear will not result in a charge. When I called the business with the phone number listed on their invoice to me, which claimed to be available for any questions, I was told they would only speak to me over email. However, their email department is so slow to respond and is an automated inbox, its hard to reach anyone to discuss this matter. From their ****** reviews, it seems they have a habit of overcharging former tenants for carpet cleanings, paint jobs, and other normal wear and tear beyond what is legally reasonable to do.I would like the assistance of the BBB in ensuring they are not overcharging former tenants for full repaints and repairs, that they work on their speed of customer service after a move out, and that they do not violate lease agreements and charge people beyond what is reasonable in a tenant-landlord relationship, thereby holding their credit over their heads until they pay up.

  Business Response

  Date: 02/12/2025

  Hello,  
  
  Providing transparency and fairness when assessing move-out charges is something our teams always strive for, so its disheartening to see this complaint and learn this past resident's experience was less than ideal. With that said, after speaking with our accounting team, we can confirm all charges are valid as supported by photos and documentation. Additionally, it was communicated to this past resident that the paint charge would be pro-rated due to the length of their tenancy. Weve attached a copy of the move-out photos and the pre-move-out inspection outlining the details, but if they require further assistance, they are encouraged to contact the team directly as they can best assist.  
  
  Thank you,  
  Essex Support Team

• Initial Complaint

  Date:02/07/2025

  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.

  Im waiting on my apartment complexs rent renewal team to issue a new lease. However, after bringing up some concerns, they outright ghosted me. Im already committed technically and have reached out to executives, but Im expecting a disagreement over the new rent costs. Pretty shameful to ghost a renter who has always paid on time, in full

• Initial Complaint

  Date:02/05/2025

  Type:Order 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.

  The sales team at this apartment complex did a total bait and switch on me. There is no one on site to speak with EVER and its very hard to reach anyone! I went and toured a renovated unit that was the same floor plan. When I asked the sales person if the unit I was applying for was renovated and the same exact style unit as the unit I was looking at she said yes. I applied and got the unit. I was told I could go see the unit before my move-in date of March 1. Now I am being told by the property management, the unit is still occupied and I can not see it before my March 1 move in date. I feel weird moving in somewhere blindly, so I asked to be sure if it was the exact unit I toured, as in it was remodeled, and now I am being told it is NOT! They can't even show me pictures of what it looks like or tell me what color the carpet is. They don't even know if the carpets will be replaced, which I originally told the sales person I have very bad allergies, so I would need newer carpet. I have already bought furniture and decorating items to match what I saw originally, which I don't know if that is the color scheme now. They keep saying they have a 30 day guarantee and if I don't like it I can move, but I am spending $2000 on movers and if I want another unit, I will have to pay the going rate which is way higher than when I signed the lease in January. This is not off to a good start and I am very weary if I should even move in. This is NOT a way to do business. I feel like the sales team does whatever it takes to get you in, including lying!

  Business Response

  Date: 02/20/2025

  Hello,

  While we apologize for the delay in responding to this person's complaint, the team at ***** has informed us that they are working with this person regarding their comments posted here.

  Thank you,

   Essex Support Team

  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22905199
  
  I am rejecting this response because:

  they called me and admitted to their wrongdoing and said the messed up. She offered me another unit for more money. I declined because it is out of my budget. I asked for new carpet and the only way they are able to give it to me is with a doctors note, so I complied and provided it. They are refusing to let me see the unit I am scheduled to move into before I move into it which is not ok. I do not want to move into a unit they lied to me about blindly. Basically nothing has been done yet to make this right for their mistakes. I keep asking for the manager to call me which she hasnt yet. I left a message with the corporate office and have not received a response yet. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/21/2025

  Hello, 
  
  We're sorry to see the additional comments left by this prospective resident and would like to take this opportunity to reiterate some key details. After speaking with the leasing team, they informed us that the unit she is scheduled to move into will not be ready for viewing until March 1. We understand this is the day she is scheduled to move-in; however, she was given the option to change her move-in day if she wanted to wait to see the unit. Additionally, the team also offered to refund her money if she saw the unit and didnt like it. If she has further questions, she needs to contact the leasing team member on her account, as they can best assist moving forward. 
  
  Kindly, 
  Essex Support Team

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22905199
  
  I am rejecting this response because:

  I have tried contacting the leading agent ****** several times but she refuses to call me back. She has someone relay messages to me. I dont have other options at this point to move due to already paying movers and having to be out of my current residence. I was told that it was the fault of the leasing office and they will try to make it right but I get different stories every day. I just would like it to be made right  

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

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22905199
  
  I am rejecting this response because:

  I have tried contacting the leading agent ****** several times but she refuses to call me back. She has someone relay messages to me. I dont have other options at this point to move due to already paying movers and having to be out of my current residence. I was told that it was the fault of the leasing office and they will try to make it right but I get different stories every day. I just would like it to be made right  

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

  Business Response

  Date: 02/25/2025

  Hello, 
  
  We're sorry to see the additional comments left by this prospective resident and would like to take this opportunity to reiterate some key details. After speaking with the leasing team, they informed us that the unit she is scheduled to move into will not be ready for viewing until March 1. We understand this is the day she is scheduled to move-in; however, she was given the option to change her move-in day if she wanted to wait to see the unit. Additionally, the team also offered to refund her money if she saw the unit and didnt like it. If she has further questions, she needs to contact the leasing team member on her account, as they can best assist moving forward. 
  
  Kindly, 
  Essex Support Team 

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I ended up speaking with the corporate regional manager and we worked out everything. She was very helpful and great to work with. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:02/03/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Dear BBB,The Essex Property Trust collection against me is a result of fraud and identify theft. The amount is $48,586. I reached out to both Essex Property Trust and Transunion and gave both a mountain of evidence to prove this is identity theft and Essex property trust keeps forcing the collection onto my Transunion credit report. Essex Property Trust claims I lived in their building The Grand in *******, ** from Sept 2022 to Nov 2023. It seems someone stole my identity and signed a rental contract w them in the past fraudulently w my identity. I lived at my condo in *********, ** since June 2020 till current the whole time. I have supplied both Transunion and Essex Property Trust both with:-identity theft report from the ************************ -consumer financial protection bureau claim -copy of my Nevada Drivers license -copy of my passport -title transfer and deed proving that I bought the condo in *********, ** in June 2020 that I have lived in from June 2020-till current and also 2 different utility bills and auto insurance after that all in the same address in my name in my Nevada home during the exact same dates and timeline that Essex Property Trust falsely claims I lived in their apartment building The Grand in *******************. Essex Property Trust absolutely knows this is fraud and identity theft, but is refusing to remove the collection against me and is causing me great emotional distress and destroying my credit report. BBB, Please help and please help me remove the collection from Essex property trust from my Transunion credit report. It is absolute fraud and identify theft. Sincerely, *** ****** ************ Trans Union FILE #: *********

  Business Response

  Date: 02/10/2025

  Hello, 
  
  We regret to see this complaint and learn about this persons experience. After speaking with our Accounting and Legal teams, this persons file was reviewed and deemed fraudulent on December 30 due to the validation of it being the same person with the selfie photo on file. The current balance on the account is $48,586.14 and an 85% discount has been offered. If they require further assistance or have questions, they are encouraged to continue working with the team member assigned to their account. 
  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22895628
  
  I am rejecting this response because:

  First of all the response from the business is an absolute lie, they never sent me such a message. They only gave me the run around in countless emails over a course of many weeks and continue to force a fraudulent debt collection against me. Essex Property Trust is lying as usual bc I emailed them multiple times and physically mailed them a hard copy signed by a detective of a police report of identity theft, a federal trade commission complaint of identity theft, a consumer financial protection bureau complaint of identity theft, a formal letter swearing under oath that I never signed a contract w this business or ever lived in any of their apartments. I have spent many tens of hours on the phone w Transunion and mailing Transunion all the same documents and Essex Property Trust keeps trying to force a fruadalent debt collection onto my Transunion credit report and Essex Property Trust knows w certainty this debt is not mine. They have made zero effort to correct the issue and they still have not removed the debt collection claim. This is causing me emotional distress and financial harm. In accordance with FCRA law, Essex Property Trust must remove this debt collection claim from my ********** credit report immediately or I will have no choice but to file a civil suit against them and seek damages. ****** this company and you will see many class action lawsuits against them for behaving in shady and malicious ways. I will not tolerate this unethical and fraudulent company destroying my credit, and my emotional and financial well being by trying to force this debt collection onto me that they know w absolute certainty is not me. I will not stop fighting this until it is resolved. Essex Property Trust must remove their fraudulent debt collection against me from my ********** credit report IMMEDIATELY. That is the only appropriate and acceptable solution. 

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

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  ** *** ************************************* February 2, 2025 Better Business Bureau Subject: Complaint Against Essex Property Trust for Unfair Security Deposit Deductions Dear BBB Representative,I am formally filing a complaint against Essex Property Trust for unfairly withholding security deposits from tenants. Their business practices appear to violate California Civil Code ******, which governs the handling of security deposits.I moved out of The ***** Apartments at *****************************************, after two years. Before vacating, I thoroughly cleaned the unit. However, Essex wrongfully deducted charges for:Cleaning fees Painting (normal wear and tear)These deductions were made despite my apartment being left clean, leaving it in a condition that was cleaner than when I initially moved in, which should not be deducted from my deposit.I contacted Essex three times via email to dispute these charges, but they refused to return my deposit and provided no valid justification. After speaking with former tenants, I found Essex consistently withholds security deposits under similar pretexts, regardless of the units condition.This appears to be a systematic, predatory practice, depriving tenants of their rightful deposits. I respectfully request BBBs assistance in investigating and holding Essex accountable. I seek a full refund of my wrongfully withheld $380.65 deposit.Attached are my lease agreement, move-out inspection details, email correspondence, and photos of the apartments condition. I hope BBB to take action to protect renters from these unfair practices.Thank you for your time and attention. I look forward to your response.Sincerely,** *** ********************* **************

  Business Response

  Date: 02/10/2025

  Hello, 
  
  While we understand this past residents frustration regarding their move-out statement, we can confirm all charges are valid per documented photos taken upon their move out. If they require further explanation of the charges, they are encouraged to contact the team directly as they can best assist them. 
  
  Thank you, 
  Essex Support Team

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22890376
  
  I am rejecting this response because:Under California Civil Code ******, landlords are prohibited from deducting charges for cleaning or repairs resulting from ordinary use or normal wear and tear. 

  When we moved out, we cleaned the room thoroughly, even making it cleaner than when we first moved in. The management company of this apartment complex always arranges for cleaning staff to clean the unit after a tenant moves out, regardless of how clean it already is. As tenants, we are responsible for returning the apartment in a clean condition, but we are not obligated to cover the cost of additional cleaning services hired by the apartment management. It is completely unreasonable for the apartment to pass on the cost of finding new tenants to the previous tenant.

  According to California Civil Code ******,: Returning security deposits

  *****************************************************************

  Returning security deposits
  After a tenant moves out, a landlord has 21 days to either
  Return all of the security deposit
  Return the security deposit minus any deductions along with an itemized statement. The itemized statement must list what was deducted and why. 
  If the deductions are for more than $125.00, the landlord must attach a copy of any invoices or receipts with the itemized statement. If the landlord or their employee did the work themselves, they must include a description of the work, how long it took, and the hourly rate they charged. Any rates must be reasonable.(Their rates don't even reasonable,they charge whatever they want to charge)

   I have read many online reviews about this company, and they all complain about unreasonable charges for cleaning, carpet replacement, and painting when moving out. I really hope that the relevant authorities can take action to address this unfair practice and protect the rights of tenants.

  
  Sincerely,
  
  ** ***

• Initial Complaint

  Date:01/30/2025

  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 have been a tenant at with Essex on ************* for 4 years. Recently, I got a new roommate who was unwilling to pay rent and utilities as discussed. The roommate wanted to move out however, the complex said a roommate release needs to be signed by both parties. This means that even if the roommate creates disruption during the move-out process and the release has already been signed then the other party (not the roommate) is held liable for expenses. I have had to contact the property a number of times who are very hard to get ahold of and they do not treat their tenants kindly who have been loyal customers. Also, this lease agreement is very unfair since they have clearly encouraged a toxic environment for their customers. The roommate lease is also misleading since even AFTER the lease is over, you and the roommate. still need to sign a release break and even then if the roommate doesn't sign then you're still held liable on the lease. ***** is one of the leasing agents and she gives misguiding information and is very unhelpful. This complex should be held accountable for their actions. I spoke with ******* O recently about this issue who is the property manager and she immediately sent my lease that I had initially signed to my roommate as well which is private information. This is not ok given it was a conversation between myself and ******* and not the roommate. There is a breech of privacy and confidentiality here. This complex only cares about getting their money and does not care about the safety of the tenants. There has also been squatters that lived in this complex and it took a long time for them to be gone despite the several complaints that were mentioned. The leasing office doesn't really exist because they hardly pick up the phone. The officially office closed a few years ago. There is also a lack of safety in this complex with homeless people who have the ability to come in and out and the only thing the complex says is "call the police"

  Business Response

  Date: 02/07/2025

  Hello,

  Our teams always strive for responsive and transparent service, so we're sorry to see this resident's BBB review and learn about their recent experience. We also appreciate their feedback regarding safety and would like to assure them that maintaining a safe place to call home is a top priority, and we take reports of safety-related threats seriously. Regarding their comments about our lease and roommate policies, we apologize for any confusion or information they believe was misleading and will share their feedback with the team.
  

  Thank you,
  Essex Support Team