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.

  2000 Shoreline Loop San Ramon, CA 94582-5502

• 

  Brighton Ridge Apartment

  2307 NE 4th St Renton, WA 98056-4083

• 

  Cambridge Park Apartments

  3394 Daley Center Dr San Diego, CA 92123-4600

• 

  Essex Property Trust, Inc.

  105 Camino Ruiz Camarillo, CA 93012-6746

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:12/21/2024

  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.

  When we gave our apartment notice that we decided to stay in the complex we are living in til the end of our lease the manager who I spoke to never said we had to pay anything when we cancelled from not moving. Now we have a balance that was never disclosed to me that we have to pay and would like it removed as nothing was disclosed about this during the phone call.

  Business Response

  Date: 01/02/2025

  Hello, 
  
  We regret to see this BBB complaint and learn about this residents frustrations regarding the balance on their account. We have shared their comments with the team at ******** who recently informed us that they left this resident a voicemail explaining the charges, which include their regular rent, plus January's fees. They also outlined that they would only be charged 17 days in February when their notice ends and they move out. If this resident requires further assistance, they are encouraged to continue working with team. 
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 12/3/2024 Amount: $348 Previously, on 11/30/24, I toured an apartment at an Essex Trust **** apartment home complex called *************, located in ********, **. During this time, I communicated back and forth with a salesperson that quoted me a monthly rate for the apartment. I applied and was approved for the apartment on 12/3/24. I was asked to sign lease paperwork in person. I was unable to go in to sign until 12/7/24. During this time, I called and texted numerous times about leasing questions and my calls or texts were never returned. On 12/7/24, I went into the office to sign paperwork. An associate named Candy brought up the paperwork. The amount of monthly rate on the paperwork was different from what I was quoted. I showed her my emails and texts that I received from the sales associate stating the amount I originally intended to rent. She disputed this and said she would have to forward this information and a supervisor would get back to me in a few days. At this time she never gave me the option to get out of my lease. I was never contacted by management and began receiving emails informing me that they were revising my lease. However, it seemed like they would approve the rate for only one month rather than for the lease like I was origninally quoted. Again, I called and was unable to get a hold of anyone and no one returned my calls or texts. Instead, I was expected to sign the lease without speaking to an associate, unclear of the details. On 12/14/24, the day before I was supposed to move in, I received a call that they changed my moving date without my consent. I was working an event all weekend and unable to speak further. I called them back on 12/16/24 asking for a refund of fees/deposit because I wanted to cancel my lease due to their discrepancies, disorganization, and overall dissatisfaction with this process. They have a 30 day money back guarantee but I was denied the refund.

  Business Response

  Date: 01/02/2025

  Hello, 
  
  We're sorry to see this BBB complaint and learn about this prospective resident's experience. After speaking with the management team at *************, it's important to provide additional details regarding their comments. In early December this prospective resident contacted the team at ************* stating that the monthly rent was incorrect on their lease; the lease stated $2,121 when it should have been $2,054. Our team informed them that they would work with our sales team to make the adjustment, which they did, as well as adding a concession as a customer service gesture. Since the monthly rent price needed to be updated on the lease, the team needed the prospective resident to re-sign the paperwork. During this time, they also informed them that they needed to change their move-in date to a Monday since our offices are closed on Sundays. On this prospective resident's move-in date, the team contacted them because they had not received a signed lease, and that is when they informed our team they would be canceling their application and wanted their $300 deposit returned. Unfortunately, we could not accommodate their request as our company requires 24-hour notice for canceled applications. We hope this breakdown provides more clarity; however, if they have further questions, they are encouraged to contact the team at ************* directly. 
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  Date:12/16/2024

  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.

  Complaint Summary: Breach of smoke-free policy, inadequate response to reported issue, and unfair financial demands for resolution.Details:I moved into a new unit at **** on Ox Apartments, managed by Essex Property Trust, Inc., on October 4, 2024. Before moving in, I paid a $500 lease transfer fee and a deposit. After moving in, I began paying $3,030 per month in rent, excluding utilities. In total, I paid approximately $7,300, which included transfer fees, the deposit, and move-out fees from my previous unit.From the first day, I noticed strong odors of marijuana and tobacco in my unit. Despite closed windows, the smells are pervasive, recurring daily, and caused by neighboring tenants. Exposure to smoke poses serious health risks, especially for my newborn baby.I reported the issue to the leasing office, expecting them to enforce the smoke-free policy by identifying and addressing the source of the problem. However, their response has been both dismissive and unsatisfactory. They told me to identify the source myself and stated I would have to pay $500, plus higher rent and deposits, to move to another unit. Their response does not resolve the issue and shifts responsibility onto me.Desired Resolution:**** live in a truly smoke-free unit, as advertised and stated in the lease agreement.2.For Essex Property Trust, Inc. to fully investigate and address the source of the smoke, without placing the burden of resolution on me.3.If the issue cannot be resolved in my current unit, I request to be moved to a new smoke-free unit at the companys expense, without any additional transfer fees, increased rent, or deposits.The company has failed to uphold its stated smoke-free policy and has placed unfair financial and investigative responsibilities on me, the tenant. Given the health risks associated with this exposureparticularly for my newbornI request immediate action to resolve this issue by the end of the day, Friday, December 20, 2024.

  Business Response

  Date: 01/02/2025

  Hello,

  We're disheartened to see this resident's BBB complaint, especially since the management team at **** on ** has been assisting them with their concern. With that said, management informed us that this resident's inquiry did not include any specific information about where the source of the smoke was coming from, which is why they kindly asked the resident to identify the source of the smoke. The team also escalated the complaint to their courtesy patrol company and send regular emails to residents reminding them of our smoking policies. Lastly, the team offered this resident the option to transfer to another unit within the community; however, they cannot guarantee the surrounding area will be smoke-free. If this resident has further questions, they are encouraged to continue working with the team at **** on Ox. 
  
  Thank you, 
  Essex Support Team 

  
  

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22694654
  
  Hello, 

  Thank you for your response. While I appreciate your acknowledgment of my concerns, I find it necessary to address several points in your reply:
  1.Dismissal of Responsibility: Asking a resident to identify the source of smoke is not a reasonable expectation. It is the managements responsibility to investigate and enforce the communitys smoking policies, as residents do not have the authority or tools to conduct such investigations.
  2.Escalation to Courtesy Patrol: While escalating to the courtesy patrol company is a step in the right direction, I have not been informed of any meaningful follow-up or resolution from this action. Its been 3 weeks since my first email. I would appreciate a report or update on what has been done to address the issue.
  3.Emails to Residents: General reminders about smoking policies are insufficient if specific violations are not being addressed. I urge you to enforce these policies proactively and take concrete steps to identify repeat offenders.
  4.Unit Transfer Suggestion: Offering a unit transfer without assurance of a smoke-free environment is not a practical solution. This suggestion appears to shift the burden onto me rather than addressing the root problem.
  
  
  I expect the management team to take this matter seriously and conduct a thorough investigation to locate and address the source of the smoke. Clear communication about the steps taken would be greatly appreciated.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  *****
  

  
  

  Business Response

  Date: 01/03/2025

  While we understand this resident's frustration, they need to contact the team directly if they have further questions or require additional clarification on the efforts being made to identify the source of the smoke.

  Thank you,

  Essex Support Team

• Initial Complaint

  Date:12/13/2024

  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 writing to dispute an account on my credit report that is listed under your name. The account details are as follows:Creditor Name: ESSEXPROPTST Opened Date: 05-17-2020 Account Number: ********Balance: $1,296 This account does not belong to me. I am a victim of identity theft, and I have filed a complaint with the ************************ through *****************. Enclosed, I have included a copy of the Identity Theft Report for your reference.Please investigate this matter and confirm the removal of this account from my credit report.

  Business Response

  Date: 12/20/2024

  Hello, 
  
  We regret 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 ************************************************************************.  
  
  Kindly, 
  Essex Support Team

• Initial Complaint

  Date:12/12/2024

  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 the victim of identity fraud. Someone used my DL to lease an apt. That I couldn't afford to even live in. They didn't pay any rent and now I'm being sued for ********* for an apt. I've never lived in. I have contacted Essex prop. Trust with receipts if my beging there fit ,t years, a copy of the police report a copy the ************************ report and nothing seems to help

  Business Response

  Date: 12/20/2024

  Hello, 
  
  We regret to see this BBB complaint and learn about their 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 ************************************************************************.  
  
  Kindly, 
  Essex Support Team

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22678296
  
  I am rejecting this response because:

  I have already provided them with the documents mentioned in the business' response yet still, they have refused to cooperate with me or treat this matter as what it is - an instance of identity theft. I have spoken with the company, and the bureau who in informed me that the company is still refusing to take this matter off even though I have shown more than enough proof of it being fraudulent. I am contacting you in hope that maybe this will get their attention enough to stop trying stonewall me in hopes that I'll give up- which is what I feel they are doing. Last time I checked if I am a victim of identity theft, and have gone above and beyond to show them this, like sending not only the affidavit of identity theft and police report, but also a FTC report and 5 YEARS  of receipts that more than cover the requested time frame of where I have and currently reside. I have done as this company has requested and then some and still they give me the run around. I'm tired of it. I'm a 65 year old women and my health can't deal with this stress much longer. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:12/05/2024

  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.

  On December 1, 2024, I checked my credit with **********. I found a debt collection from **** AT ***********, an Essex Property Trust property. The debt collection was for $19714. I never entered into a contract with Essex Property Trust or **** at ***********. This is a fraudulent claim and the result of identity theft. I contacted Essex Property Trust and was told that the debt would remain valid because, although I had filed a police report and *** complaint, I could not prove residency for the time of the contract which was May 2023-November 2023 (so they told me, they never shared any contract with me so I have no evidence of this). I explained to Essex Property Trust that I returned from overseas in late May 2023 and did not enter into any new residence agreements until September, when I retained a short lease in ******, **. I shared a bill that proved that I had paid moneys to the leasing company in the **. This documentation was rejected and I was advised that despite the fact that Essex had provided me no documentation evidencing this debt, they would continue to consider the debt to be valid. The debt remains on my ********** report. Essex Property Trust is helping to perpetrate fraud and identity theft. I did not nor have I ever contracted with Essex Property Trust. They are requiring me to prove a negative -- that I did not have a valid contract with Essex Property Trust -- when they should be responsible to prove that I did have a valid contract with them. They are taking no responsibility for this situation and instead shifting the blame to whoever was the perpetrator, but won't give me any information to help me investigate the situation. Meanwhile my credit has been severely affected by this. Essex Property Trust has also been subject to similar complaints from others. This is an irresponsible process and I expect it to be resolved in my favor as soon as possible.

  Business Response

  Date: 12/20/2024

  Hello,

  While we're sorry to see this complaint and learn about their experience, we can confirm that our **************** team reached out to this person on December 2 asking them to submit their dispute with **********. Once the **************** team receives their dispute, they can investigate further. If they have any further questions, they are encouraged to continue working with the team.

  Kindly,

  Essex Support Team

  Customer Answer

  Date: 12/22/2024

  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. The business has admitted that the debt was a fraudulent charge and removed the disputed amount from my credit report.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/04/2024

  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.

  Hello, I had auto pay working for the first two months of my lease here, then in October a couple E-checks failed to go through despite making sure I had money in my account. A few of my "one day transfers" from my HYSA took 2-4 days, in which time their late fees accrued over the transferred amount. The transfers I made planned for over 100 dollars breathing room, but they still couldn't keep up. Since then I have had numerous email dealings with the company and they absolutely refuse to work with me, stalling just to accrue more late fees after understanding my situation. I have been extremely clear and vocal with the steps and questions I have. I'm sick of being treated this way.

  Business Response

  Date: 12/20/2024

  Hello,  
  
  While we're sorry to see this complaint, the team at **************** has been working with this resident regarding their payment concerns. If they require further explanation of our policies regarding past due rent and the potential late fees that can be accrued, they need to contact their community's management team as they can best assist them.  
  
  Kindly,  
  Essex Support Team

• Initial Complaint

  Date:12/04/2024

  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.

  To Whom It May Concern,We alertedEssex Properties Miracle Mile ************** that we would be moving out. I had surgery and needed a safe and cleaner place to recover. The unit in question is infested with termites and the only way to keep them from coming out was to keep the A/C at 67 degrees, which contributed to me getting walking pneumonia after surgery. As soon as the unit got to 70 or higher a swarm of termites would crawl out of the ceiling. The elevator is also past due for maintenance and literally jumps when in use.There is no securityin the building, security cameras dont work and homeless people are constantly doing drugs in the back alley on the stairs. There will be human f**** left by the stairs as well, or sometimes in the hallway stairs if they get into the building. Weve had our car broken into twice, a bike stolen, packages stolen, someone getting stabbed in front of the building, and a gunman brandishing a weapon in the parking garage (captured by our Tesla camera) at noon on a Sunday. The upstairs neighbors often play music way too loud and stink up the place with weed. Building management does nothing to address these issues. You can hardly reach them by phone or email. ****** reviews show similar complaints. We were told we could move out and did not owe, only to be sent several threatening text messages from someone named **** stating that we owed Novemberrent and two days in December, and that our security deposit would be used to fix walls and carpet, a screenshot of this is also attached. The maintenance crew assured us that we wouldnt be responsible for the wear and tear of the walls and carpets because we had been in the unit for over 3 years. We never receivedany formal communication through email or mail, only text messages from an unverified phone number that continues to send threats of adding more charges to a bill we were told verbally over the phone that we would not owe.

  Business Response

  Date: 12/17/2024

  Thank you for taking the time to share your concerns. We deeply regret that your experience did not meet your expectations, and we want to address the issues youve outlined.
  

  We understand the challenges you faced during your tenancy,including the maintenance and community concerns you described. Please know that when these matters were reported to us, we worked to address them promptly. Resident satisfaction is important to us, and we are sorry that your experience fell short of that standard.
  

  Regarding your financial concerns, our records do not reflect any waivers of rent during your tenancy. Per the terms of your lease,your security deposit will be applied to any outstanding balances on the ledger. If there are additional questions or if you have documentation related to your concerns, we encourage you to share those with us for further review.
  

  We apologize for any confusion surrounding the communications you received and for any stress this situation may have caused.Our goal is to provide clear and consistent communication, and we regret any instance where we may not have met that goal.
  

  Should you have further questions or need additional assistance, please do not hesitate to reach out our community relations team.

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22635887
  
  I am rejecting this response because:  
  Complaint: 22635887
  
  I am rejecting this response because: While we were told we did not owe for November, even if we did accept the November bill, this erroneous final bill attached, clearly states that our move out date is 11/30/2024, yet this unscrupulous company is still sending a bill with December dates on it. The base rent is $3,082.00, how is it possible or even ethical for the final bill to be almost $4,000? Per our lease they are to subtract the security deposit from the remaining rent. We do not accept the $438.18 in additional random made up charges for December. I have rented my entire life and never seen billing for an apartment like this. Someone at the state level should seriously review Essex business practices and look through the ****** reviews. This is an abuse of power against tenants. We reject the $534.72 for carpet replacement. Upon inspection we were told by the move out inspector that we WOULD NOT be charge for carpets as we had lived in the apartment over 4 years and the carpets are out of warrantee. We reject the $195 dollar cleaning fee. Again, the apartment was left clean. Attached are photos to show the condition the apartment was left it. It is also not our responsibility to clean for the next tenants, that is Essex management responsibility. This company tries to bill tenants for building management responsibilities and it is wrong, dishonest, and unacceptable. If we are going to pay anything, it would be $2,656.82, that is November's rent minus the security deposit they are keeping. We reject any and all other charges as they are an attempt to abuse us further financially. Under California law, an owner cannot hold a renter liable for damages or carpet replacement costs unless there is visible damage to the carpet and such damage is not due to normal wear and tear. In addition, the resident is not responsible for any defects in the carpet before moving in. This is basic California state law and a blatant attempt by this company to take advantage of tenants who don't know any better. Attached are some of the move-out photos, we have photos of each room and the condition both carpet and unit were left in. You're supposed to maintain your building. That is your cost of being an owner, not the tenant. 
  
  
  Sincerely,
  
  Chaseedaw *****

  Business Response

  Date: 12/18/2024

  Hi there - We're disheartened to learn this resident is unhappy with our response. As we mentioned previously, if they have further questions, they are encouraged to contact the community relations team at *************

  Kindly,

  Essex Support Team

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22635887
  
  I am rejecting this response because: Essex is trying to skirt past BBB and force me to speak with them directly. This will not be handled fairly without the supervision of a third party. I have laid out my suggestion for a final bill and until they agree here within the mediation of BBB, I will continue to reject their responses. Your final ledger balance is incorrect and I reject the additional charges. Respond here so that there is a clear record and a third party witness so that there will be no further confusion. Do not call me directly. Respond here. Bogus ****** **** attached and photos of carpet and rooms on move out.
  
  Sincerely,
  
  Chaseedaw *****

• Initial Complaint

  Date:12/03/2024

  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.

  **********************************, managed by Essex Property Trust, Inc., owes me $1,100 as part of my security deposit, which they have withheld without proper justification. Additionally, they have imposed excessive move-out charges that are inconsistent with California Civil Code ******. These charges significantly exceed the costs disclosed during both the pre-inspection and final inspection of the rental unit, violating the tenant's rights under California law. California law requires landlords to provide a detailed itemized statement of deductions and to ensure that any charges are reasonable and directly tied to actual damages or cleaning beyond normal wear and tear. The actions of ********************************** and Essex Property Trust, Inc. appear to disregard these legal obligations.

  Business Response

  Date: 12/09/2024

  Hello, 
  
  While were disheartened to see this past residents BBB complaint, we can confirm the team at *********** has been actively working with them to adjust the tub reglaze that was incorrectly charged to their account. They will be receiving a refund once that amount has been reversed; however, all other cleaning charges are valid as supported by relevant documentation. 
  
  Kindly, 
  Essex Support Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22631015
  
  I am rejecting this response because:
  After carefully reviewing the updated statement I received, I noticed a potential error in the calculation. I immediately sent them an email on December 5th and followed up with another request for an update on December 9th. However, I have yet to receive a response or resolution.
  By our move-out date on November 25, we were charged $56.31, $24.81, and $27.20 for water, trash, and sewer, respectively, which are correctly attributed to November expenses.
  However, the charges for December, including $69.82 (water), $30.76 (trash), $33.73 (sewer), $5 (utility monthly service charge), should not be attributed to us.
  A straightforward understanding is that we were charged for 13 months of water, trash, and sewer fees, even though we only lived at *********** for 12 months. 
  I have added a screenshot for this bill. 
  
  Sincerely,
  ******* ***

  Business Response

  Date: 12/11/2024

  Hello - While we understand this resident's frustration, the team at *********** is working as quickly as possible to adjust the fees on their move-out statement. We kindly ask that any questions or concerns they have need to be addressed by the management team moving forward.

  Thank you,

  Essex Support Team

• Initial Complaint

  Date:12/02/2024

  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.

  We are being falsely charged a move out fee even though in our move out statement everything was stated especially about the paint job that was done. We only rented for one year and were charged a prorated amount of paint but the prorated amount is charging us two years instead of one. They also provided an invoice for cleaning that was charged to them a year prior to our move in and still have not provided us a paint/drywall invoice or photos that I have requested numerous times. Our credit will now be affected because I can not pay these fees until I speak to a manager regarding these charges. I have requested a phone call from a manager regarding these issues and still have yet to be contacted since the 15th of November.

  Business Response

  Date: 12/20/2024

  Hello,

  While we're sorry to see this complaint, without knowing the name of the community this past resident lived in, we cannot speak to their concerns regarding their move-out statement. We encourage them to contact the community's management team or ********************************************** for further assistance.

  Kindly,

  Essex Support Team