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. has 75 locations, listed below.

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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

• 

  Essex Property Trust, Inc.

  24100 Newhall Ranch Rd Santa Clarita, CA 91355-5167

• 

  Brighton Ridge Apartment

  2307 NE 4th St Renton, WA 98056-4083

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

• Initial Complaint

  Date:11/25/2024

  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.

  I have moved out of *******, an Essex community apartment since Sept. 2nd 2024. I was supposed to received my refund deposit within ***************************************************************************************** the wrong name. Now we are end of November and Ive been trying to speak to someone regarding this and they never follow up. All departments say they arent responsible and that I must email to a past resident email address. I have sent multitudes of emails and they have promised to correct the name and proceed with another check and they till this day never sent it, this was confirmed October 4th via email. Now when I keep trying to follow up they recently said that the check was cashed via a text message. Never able to speak to a responsible party or department. They give the runaround in order not to return the moneys received which to me is thievery. How can it be cashed with 2 names on check? Where is the proof that it was cashed? They creat stories and its weird that I have yet been able to speak to anyone. I will have to file a lawsuit at this point that way lawyers will get ahold of the proper party. Please do not rent or trust this company. I loved there place but the communication and stealing of deposits is unacceptable.

  Business Response

  Date: 12/03/2024

  Hi there,
  
  While we're sorry to see this past resident's BBB complaint, we appreciate them sharing their experience. After speaking with the management team at *******, we can confirm they have been working directly with this past resident to resolve the issue with their refund check. As they shared, this person's first refund check was missing some of their first name, which caused delays and a cancellation of the check. Additionally, the second check showed as cashed, so our team could not reissue the security deposit immediately. We also understand this past resident had to complete a Declaration of Unauthorized Endorsement or Altered Item form, which was sent to our accounting team to submit the claim to ********** on their behalf. Again, we apologize for their experience and can assure them that our teams are working as quickly as possible to get them their refund. If they have questions, they are encouraged to contact the team at ******* directly.
  
  Kindly,
  Essex Support Team

• Initial Complaint

  Date:11/22/2024

  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.

  I am not liable for the debt claimed by ESSEXPROPTST. I have no contract with ESSEXPROPTST, and they have not supplied the original agreement as requested.

  Business Response

  Date: 12/05/2024

  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:11/01/2024

  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.

  I have lived at this complex for more than two years. I have been continuously paying $250 a month on top of my rent to park in the garage with a secure door. The last 3 to 4 months the garage door has been broken, but the company is still charging the $250 extra a month. My car was broken into my motorcycle was messed with. I never received an apology. I did not receive a reduction in my rent due to the lack of security this company is absolutely asinine, thinking that they can charge someone for a fee and security without providing the service.

  Business Response

  Date: 12/05/2024

  Hello, 

   

  We're sorry to see this BBB complaint and learn about this resident's experience. After speaking with the team at ******* on Pine, we can confirm several emails were sent to residents regarding the garage gate, including that the community had to wait 6-8 weeks for parts to arrive. While we understand this resident's frustration and can sympathize with the inconvenience it has caused, it's still the resident's responsibility to protect their personal belongings. With that said, we are unable to issue a refund of any kind, as this resident was still utilizing the parking garage while the gates were down. If they require further clarification, they are encouraged to contact the team directly. 

   

  Thank you, 

  Essex Support Team

• Initial Complaint

  Date:10/24/2024

  Type:Sales and Advertising 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 the transaction: We moved out on 9/12, and the business is trying to charge us cleaning fees for carpet changing, painting, and regular cleaning fee.We would understand the basic cleaning fee, but based on the pictures the business provides us, we dont quite understand the reason behind changing the entire carpet instead of deep cleaning the carpet. Even if that part of carpet needs to be replaced (according to the statement, it is a 2 feet * 2 feet carpet), we shouldn't be charged 800+ just for that as carpet installation market price is around 2-9 dollars per square foot. According to the market price, it seems like even if changing the carpet is necessary, the price shouldn't exceed 100 (considering labor cost already). We have discussed with the business about our concerns, but the explanations are still vague.Thank you for paying attention to this issue!

• Initial Complaint

  Date:10/22/2024

  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.

  I have been dealing with a mold problem for months. ********* took a long time to get back to us regarding the mold, and when they did, they said its fine. But then offered us a cleaning service and a new fan. We accepted those. They did not clean all the mold, and what they did clean is growing back. They did not replace the fan. When I try to talk to them about this, they ignore my messages for days. When they do get back to me, its regarding old messages we sent them, where we dont need a response any more. I call the office multiple times and they dont answer me, but pick up as soon as a different number calls them. Ive been arguing about getting the fan, they said that the fan has already been replaced, but when I sent them proof that it has not, Im once again getting ignored. The mold wouldnt continue growing back if there wasnt a bigger issue. We either need for the whole apartment to be professionally cleaned and disinfected by a mold professional, not a mom and dad who arent equipped to deal with mold, and the new fan. Or we need the actual issue addressed. Im not trying to make them say theres mold if there isnt, but I do have pictures, and they need to at least hold up to what the original report said we needed, a professional disinfecting and a new fan with a moisture detection feature. And they are also wildly inappropriate. ***** the man who says hes not a manager but everyone else says he is, clogged our toilet when he was here and although he did fix it, didnt tell us he needed to use the bathroom, that he clogged the toilet. We didnt know until we could smell it throughout the apartment. And ****, called me to say theres an update regarding a delay. I had to call 10 times with no answer, and he didnt pick up until my sister called. He then proceeded to pretend he wasnt **** and that he didnt know why we were calling. We only found out after directly asking for his name at the end. They record all calls so I know they have that.

• Initial Complaint

  Date:10/21/2024

  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.

  I am writing to address the issues I encountered during the application process for a unit at **********************************************************************************, specifically at ************************************Upon applying for the unit, I diligently provided all the necessary documents along with the required application and holding fees, totaling $300. As a Section 8 voucher holder, I followed all instructions provided by the leasing team, including requesting additional documents from the ************************************ as per their requirements.Despite my efforts to comply with the requests, I faced a roadblock towards the end of the process. *********************************** insisted on receiving the *** contract directly from the ***************** before allowing me to move in, a step not aligned with the standard procedures of the ************************************. This discrepancy in requirements created a significant hurdle in the finalization of the application process.Furthermore, I was met with resistance when requesting a reasonable wait period for a program assisting me with my security deposit. Regrettably, the community representatives were unwilling to accommodate my request, causing further inconvenience and stress.After careful consideration of the circumstances and the challenges faced throughout the process, I have made the difficult decision to withdraw my application for the unit. I kindly request the refund of the $300 holding fee, as per the terms of the application agreement.I would appreciate your prompt attention to this matter and a swift resolution regarding the reimbursement of the holding fee. I believe it is only fair to receive a refund under the circumstances described above.Thank you for your understanding and cooperation. I look forward to your response and the efficient handling of this issue.Warm regards,*********

  Business Response

  Date: 12/05/2024

  Hello, 
  
  We regret to see this BBB complaint and learn about this person's experience with our application process, including Voucher 8 protocols and procedures. After speaking with the team at ************, unfortunately we're unable to issue this person a refund as our policy states that if an applicant chooses to cancel their application, they need to do so within 24 hours. While we can sympathize with them and understand their frustration, we need to abide by our policy. If they have further questions, we encourage them to contact the leasing team.
  
  Thank you, 
  Essex Support Team

• Initial Complaint

  Date:10/16/2024

  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 moved in to this apartment on 12/30/23, I have provided my own rental insurance document to ******** La Brea rental office, then I was told to add Essex Property address to my renter insurance which I did and sent a copy to Wilshire La Brea and their preferred insurance company on 1/5/24. Since I moved in on 12/30/23, I was never been charged for renter insurance until this September. The manager at **************** was able to waive the insurance charge after I sent him a copy of my renter insurance last month. Then I was charged $14.39 again this month for "non-compliant" to upload insurance to their so called insurance company **********. I was never told about uploading insurance to ********** until this month. I uploaded my renter insurance right after I was told. Today, I received an email from Essex Property Trust saying that I still have to pay $14.39 because of failure of compliance.Of note, my renter insurance has been active since last December, and Essex Property has many unclear move in on boarding process because Wilshire ******* didn't have on-site leasing office and rarely answered resident phone calls. Essex now is using an excuse of not uploading my renter insurance copy to their whatever insurance company GetCovered, then I am charged for something that I already paid for it. This is called discrimination. Thank you

  Business Response

  Date: 11/25/2024

  Hello, 

  While we apologize for the delayed response to this person's BBB complaint, we hope it has been resolved. If they require further assistance, they are encouraged to contact the community they call/called home. Additionally, they can fill out the contact form located on the upper right-hand side of our website.

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:10/07/2024

  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.

  Good afternoon! The Essex agency is extorting money from me. Please help me figure out this situation. We recently moved to the *** and rented an apartment in the ************** complex, at *******************************************. When we decided to move to another apartment of this agency, I coordinated all the issues with the staff. After discussing the move in great detail and any money and commissions that we had to pay, which is confirmed by e-mail correspondence and payments. But soon after our move, I was billed for additional expenses that were not agreed with me. There was also an inspection of the apartment before my departure. In addition, the agency entered a debt record in my credit history. I ask you to help me deal with the lawlessness of the company and extortion of money from me. Moreover, my move was made on 04/02/2024, and not on 04/08/2024, as there is a video recording. However, Essex required confirmation by mail, which is not provided for in any way. I have agreed in advance the departure date with the manager before 04/04/2024.

  Business Response

  Date: 12/09/2024

  Hello,  
  
  While we regret to see this resident's complaint regarding their transfer, we feel it's important to clarify a few key details mentioned here. When speaking with the team at **************, we can confirm that an email was sent to this resident on March 22 outlining the move-out instructions, including their scheduled move-out date of Friday, April 5. The team also shared that this resident's move-out statement and the charges outlined for a partial paint, regular clean, and carpet clean were fair, as supported by relevant documents and communication. If this resident has any further questions, they are encouraged to contact the team directly.  
  
  Kindly,  
  Essex Support Team

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22392053
  
  I am rejecting this response because:I completely disagree with the answer, since I am charged for 3 days of rent, although the employee clearly explained that if I moved out before the 14th, the payment would be unchanged for the month I lived, and after the 14th the next period would begin. I moved out on the 2nd, it is indicated on the video, PG&E services were turned off on the 5th and it was impossible to live there. In addition, the ESSEX inspection was not carried out, the act of defects was not presented to me, although this is how it should be when the tenant leaves. I consider the amount extorted from me to be overstated due to the rent and the eliminated shortcomings.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/13/2024

  Hello - We're sorry to learn this resident was unsatisfied with our response. We've reached out to the team at **************, and they have informed us that they have not received any communication from this resident prior to April 8, including any emails regarding a video of their move-out. With that said, if this resident can provide the video confirming their move-out date, the team would be happy to make adjustments. They can submit the video by emailing the team members who are assisting them or at ******************************************************************.

  Kindly,

  Essex Support Team

• Initial Complaint

  Date:10/04/2024

  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.

  My property management company, Essex **********************, which manages the apartments I live, ************* apartments in **********. I signed a lease for $2,877 (Monthly Base Rent). The management put this wording in the lease.(d) The failure to pay any amount as outlined in this Lease including, but not limited to the payment of rent, late fees, utilities, storage,parking, pet rent, and all other amounts shall be considered a material breach of the Lease.This has given them leave to call anything a "Utility". These utilities were not spelled out in the lease. This not only adds an undisclosed, fluctuating amount to the rent each month, but that fluctuating amount is due on the 1st. I understand having utilities, but to call them part of the rent and then demand the included extra amount on the 1st is disingenuous and immoral. Tents that can't pay the ever-changing bill are harassed with texts, calls, emails, late fees, and negative credit impact among other legal options that they have at their disposal to terrorize tents. This is predatory rental practices that are unethical and greedy. Please make this stop.

  Business Response

  Date: 12/05/2024

  Hello,

  We're sorry to see this resident's complaint and learn about their dissatisfaction with our lease terms. If they require further clarification or have questions regarding the specifics outlined in their lease, they're encouraged to contact the team at ************* directly.

  Thank you,
  Essex Support Team

• Initial Complaint

  Date:10/03/2024

  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.

  Issue: Unjustified Move-Out ***************** to Provide Proof I am filing this complaint against Essex Property Trust for charging us over $1,000 in additional move-out fees and damages, on top of keeping our $600 security deposit, without providing any proof or an itemized invoice, despite multiple attempts to request this information.After vacating the property, Essex Property Trust kept our entire $600 deposit and charged us an additional $1,000. When I requested an itemized breakdown and evidence of the claimed damages, the company failed to respond. Despite several follow-up attempts, they have not provided the documentation necessary to justify these charges.I respectfully request that Essex Property Trust issue a full refund of my $600 security deposit that has not been returned.Thank you,*****

  Business Response

  Date: 12/09/2024

  Hello, 
   
  While we apologize for the delayed response to this past residents BBB complaint, we understand their concerns regarding their move-out statement have been resolved. If they require further assistance, they are encouraged to contact the past resident team. 
   
  Kindly, 
  Essex Support Team