Complaints

This profile includes complaints for Equity Residential's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Equity Residential

  2 N Riverside Plz Ste 400 Chicago, IL 60606-2624

  
• 

  Equity Residential

  2110 Powers Ferry Rd SE Ste 305 Atlanta, GA 30339-5015

• 

  Equity Residential

  9000 Central Park W Ste 240 Atlanta, GA 30328-4516

• 

  Equity Residential Properties Management Corp

  2800 Bainbridge Dr Durham, NC 27713-1433

• 

  Equity Residential Properties Management Corp

  3221 Lynn Ridge Dr Raleigh, NC 27613-8928

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:06/06/2025

  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.

  Unfair and excessive charge for lease-end move-out Detailed Complaint:I am being charged nearly $3,000 by Equity Residential for failing to provide 30 days written notice before moving out even though I am leaving on the natural expiration date of my lease. I did not renew, did not go month-to-month, and did not break my lease early. I left the apartment in good condition and on time.The charge is labeled "insufficient notice rent" and reflects a full extra month of rent at a raised market rate. I find this charge unreasonable, predatory, and deceptive. I was not a holdover tenant, and there was no loss of opportunity for the unit to be re-rented. I believe this violates the spirit of fair housing and should not be enforceable.I respectfully request this fee be waived in full and removed from my account immediately. I am willing to provide my lease, move-out photos, and timelines to confirm I fulfilled the original agreement.Desired Outcome:- Full removal of the insufficient notice rent charge - Confirmation in writing that I have no remaining balance - No impact on credit or collection activity

  

  Business Response

  Date: 06/30/2025

  Thank you for your feedback. While we understand and appreciate that having an additional financial burden is not ideal. That being said, per CA requirements and as outlined in your lease agreement all residents are required to provide a 30 day written notice prior to vacating. Specifically outlined in the lease it states "You must provide us with a written notice of your intent to vacate at least 30 days prior to your moveout date. If you fail to give the required notice, and you move out anyway, the Lease term will be automatically extended for an additional month after you vacate the Premises and you will be obligated to pay insufficient notice rent to fulfill your notice obligation at the rental rate that is in effect on your move-out date." Additionally, the lease states "If you plan to move out of the Premises at any time during your Lease term, including the expiration date of your Lease, you must provide us with a written notice of your intent to vacate at least 30 days prior to your move-out date.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing this complaint regarding the mishandling of a serious mold issue by the management of my apartment at ******** in **********, ** (**************).Since May 20, 2025, Ive suffered major health issues (respiratory problems, multiple urgent care visits, antibiotics, inhalers) due to mold exposure in my unit. I vacated the unit with my pets on May 25 and remain displaced.Management claims remediation was done using an air scrubber and dehumidifier, but no air quality test was performed before, during, or after. My formal request for such testing was denied. A visual inspection was used to determine the units safetydespite California *************** Code ******* listing mold as a substandard housing condition.The remediation was conducted by a contractor with no clear online presence or credentials, raising serious concerns about the quality of the work. No documentation has been shared regarding scope, findings, or verification of remediation success that I can be confident is valid. To date, Ive received:No proof the unit is safe to return to No actual timeline for completion of repairs No compensation for displacement No acknowledgment of the health impact Ive suffered I am seeking:Immediate third-party air quality testing Documentation of remediation work and contractor qualifications Clear communication and accountability Consideration of relocation support or compensation If not resolved, I will escalate to Alameda County ************ legal aid, and other tenant protection organizations.

  

  Business Response

  Date: 07/01/2025

  We regret to hear that you feel we have mishandled this situation. However, we have documentation showing that we did update you continuously throughout the remediation process. We can confirm that remediation work on your unit has been completed, and the repairs were finished by June 10th. We also previously offered you the option to transfer to another unit or be released from your lease, which you declined, as you chose to return to your apartment. We also offered a rent abatement, which you declined.  The contractor we used for the remediation took all necessary precautions and followed proper procedures, meaning that it was not necessary for you to vacate the unit, which you chose to do on your own terms.
  
  
  Regarding your health concerns and related expenses, we opened a claim with our third party claims administrator, ********, who will be reaching out to investigate this matter on your behalf and will provide any warranted compensation to you directly. If you feel that this is not sufficient, we encourage you to reach out to your own insurance provider. We are more than happy to continue discussing this matter with you directly via email or in person in the leasing office. 
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at ***************** in *******, **, managed by Equity Residential, the apartment address is **********************************************. I lived in a 722 sq ft unit for 15 months and moved out in May 2025. After my move-out, my security deposit was charged a total of $389.86, including:$149.86 for painting $80 for carpet cleaning $110 for general cleaning $50 Opening Balance(without any explanation of this fee, not sure where it comes from)The painting charge appears to be for minor wall wear such as small nail holes and light fading, which falls under normal wear and tear, as defined by Georgia Code 44-7-34. The $80 carpet cleaning fee was charged despite there being no excessive staining or damage. And they did not provide any receipt for this cleaning. Similarly, the $110 cleaning charge was allegedly for "some dirt on the floor" again, a clear case of normal use over 15 months of occupancy. Also, they did not provide a receipt for the cleaning or painting and the $50 Opening Balance Under Georgia law, landlords may not withhold deposits for normal wear and tear or cleanliness issues that do not amount to tenant neglect. I sent ****** email several times asking for the itemized documentation and receipt but they failed to respond to my written requests for itemized documentation and receipt. Despite my repeated requests, Equity Residential has failed to provide any documentation, such as receipts, invoices, or inspection reports, for the move-out charges. According to Georgia Code 44-7-34, landlords must provide written itemization and actual cost details when deducting from a security deposit. Without such documentation, these charges are not legally justified.Attached is the Details on move out inspection. If needed, I can also send the video I recorded on 5/9/2025

  

  Business Response

  Date: 06/30/2025

  Dear Zhenyu,
  Thank you for reaching out, and we sincerely apologize for the delay in addressing your concerns.
  We understand how important clear communication and transparency are, especially when it comes to final move-out charges. We were made aware that our General Manager has since been in contact with you and, as a customer service gesture, has made adjustments to your account. At this time, our records reflect a $0 balance as of 6/17/25.
  We hope that her explanations regarding the charges along with supporting documents and the resolution provided have addressed your concerns. If you have any remaining questions or need further clarification, please do not hesitate to reach out to her directlywere happy to help.
  Thank you again for your residency at *****************, and we wish you all the best moving forward.

• Initial Complaint

  Date:05/22/2025

  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.

  During the move out process, I inquired about being charged rent when Equity was fully gutting and renovating the apartment upon me moving out. I began looking for other homes, mainly due to repeated issues of marijuana smoke from neighbors infiltrating my apartment that began affecting my breathing and health. I ended up moving within the last 60 days of my lease (which I acknowledge I was breaking it) I inquired about the move out fees, etc. two weeks after giving my intent to vacate, I received in writing via email my projected Final Balance, which was prorated for my move out date. A month after that, I received a bill, which showed I owed $1000 plus more as they were no longer prorated May for my move out date and ************* issue and concern is with the email sent from one of your employee on 4/24 that stated my Final Balance was $797, plus utilities. The email was sent by ****. And in the email its quoted that its to make the move out process easy and convenient and states my final balance. I promptly paid the balance due once I received the total from **** on 4/24. And now we are a month later, and now being told to pay $1,000 plus. We are not talking about a minor cost difference in the bills. This is $1000 dollars difference a month after your employee sent an email giving me my final balance. Again, thats a lot of money that is now being requested a month after an Equity Employee put in writing my Final Balance. ***** acknowledged that the email sent by your employee on 4/24 was not truthful/ or the real balance. Its extremely deceptive on Equitys part to send an email, knowing its not truthful in any ****** does not appear Samar, the Property Manager is willing to discuss or find a resolution to this issue.

  

  Business Response

  Date: 06/18/2025

  Anette, 
  
  
  Thank you for voicing your concerns. As previously discussed, you agreed to break the lease and chose the pay-until-re-rent option. The amount communicated to you in the email is the prorated rental amount from the first of the month through the day you planned to move out. The accelerated rent took effect on the day following your vacate date. The accelerated rent will be charged through the end of your lease unless a new resident moves into the apartment. This is outlined in your lease agreement, paragraph 2. Notice to Vacate/Early Termination, regardless of the apartment being renovated. You also agreed to this lease break option in your notice to vacate, another binding agreement outlining the same terms. 
  
  
  The email sent to you only confirmed your balance due through your move out date. This does not negate your legal obligations related to vacating prior to your lease expiration. 
  
  

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23366695
  
  
  
  I am rejecting this response because: I understand all that. I understand my lease and leaving before it expired. My issue is with the wording of the email about my final balance. It does not say / explain it’s only the prorated and I will owe more depending on my lease situation.  It states FINAL balance along with a paragraph about making it easy and smooth to move out. 
  

  Your company is sending out false emails. Attached is this email that the complex sent out that you’re saying is detailing prorated and that I’d own more. your employee acknowledged the email and wording and stated that it was not fully true. 
  

  this was also sent a day after I spoke and asked for consideration about paying while the complex chose to do a complete renovation of the property which caused me to pay for several weeks while the apartment was being renovated and unable to be lived in. 

  I had been a resident of Equity Residential for 10 years and lived at numerous properties. 
  

  this has been by far the worst when it comes to communication with misleading emails being sent and unprofessional business practices regarding fees when moving out when the property cannot be lived in due to the complex’s choice. 

  
  
  
  Sincerely,
  
  
  
  Annette Easter

  

  Business Response

  Date: 06/30/2025

  Anette,
  
  Thank you for voicing your concerns. As previously discussed, you agreed to break the lease and chose the pay-until-re-rent option. The amount communicated to you in the email is the prorated rental amount from the first of the month through the day you planned to move out. The accelerated rent took effect on the day following your vacate date. The accelerated rent will be charged through the end of your lease unless a new resident moves into the apartment. This is outlined in your lease agreement, paragraph 2. Notice to Vacate/Early Termination, regardless of the apartment being renovated. You also agreed to this lease break option in your notice to vacate, another binding agreement outlining the same terms. 
  
  The email sent to you only confirmed your balance due through your move out date. This does not negate your legal obligations related to vacating prior to your lease expiration. 

  Customer Answer

  Date: 07/01/2025

   
  
  Complaint: 23366695
  
  
  
  I am rejecting this response because:
  

  again, I understand. However the email sent with the move out payment information seems final and misleading. 
  

  I have issue with multiple emails and communications giving different totals and finals. 
  

  the email with the prorated rent with move out date should not say final balance and no mention of further payment. 
  

  The email communications are misleading and Deceptive. And then quoting the lease agreement as way of covering the multiple, misleading email communication. 

  
  Sincerely,
  
  
  
  Annette Easter

• Initial Complaint

  Date:05/19/2025

  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.

  Hello,My apartment has caused my credit score damage due to inaccurate and negligent accounting.I moved out of my apartment on March 31, 2025. I paid all of my fees for moving out before the 31st. On 4/1, utilities were posted for what I assume to be partially January partially February (as they are posted behind schedule) for around $135. I paid this on 4/1 as well. On 4/9, they posted my remaining utilities, clearly labeled through 3/31 (my move out). This totaled around $168.On my final statement, and my SOD, it is clearly shown that my security deposit ($600) had the $168 taken out as per the standard process. This is clearly indicated on my statement as well, both the charges being for utilities through 3/31, and security applied. As expected, I received this SOD in the mail showing my account having ($432) in the form of a check for me that shows the remaining deposit. Again, I received this check and my SOD in late April.I received news today that my credit score has dropped significantly due to a Delinquent account with ******************** for $168. I also received today an email from their corporate collection office notifying me that I was delinquent and it would soon be handed to a 3rd party.On their portal, it clearly shows that they negligently posted duplicate charges 4/10.This was my first and only communication I have ever received stating this. I have not received any emails phone calls or letters telling me that I had a delinquent account. The last communication I received from them was mine Security check and SOD.I have since replied and sent two emails to them, urging them to provide me with information backing up their claim of unpaid when the documents clearly show that it has been paid. I also tried calling and they have not reach back out to me.

  

  Business Response

  Date: 06/04/2025

  Thank you for sharing these details and providing us with an opportunity to address this complaint. We are working with this individual directly and have provided instructions to formally dispute this matter. Once the dispute is received, we will update the report accordingly. 

• Initial Complaint

  Date:05/11/2025

  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.

  In May 2024, I applied for *************** Apartments in ***********, **. I'm filing this complaint because the holding deposit was unfairly kept due to unclear and inaccessible documentation. The terms around the refund were spread across multiple documents and not clearly explained. The main document they rely on to deny my refundthe one with the fine printwas only shared through a buggy link in an email. That link triggered security warnings and didnt work on most browsers. It was not included in the official application portal, so I couldnt properly review it.The company later claimed I signed that document, but it wasnt accessible then. Meanwhile, other documents used confusing and inconsistent language about the deposit. I made multiple good-faith efforts to get clarification and asked questions when I noticed things were unclear. I dont believe it's fair to enforce a 24-hour cancellation deadline or keep my deposit when the key document wasnt available in a normal, accessible way.I found another rental at the property I stayed at, and chose not to move forward, not because I was dissatisfied with the ******* but because I received a better offer and felt they were transparent and had a process that worked (I received a PDF of what I signed). I appreciated the professionalism of the staff, but the process here lacked transparency and fairness.

  

  Business Response

  Date: 05/21/2025

  Thank you for allowing us the opportunity to address this matter. Mr. ****** applied for an apartment on May 3rd and agreed to the holding deposit terms at that time. On May 9th, after not hearing back, we reached out about a potential cancellation, at which point, he expressed interest in a different unit at **************** We helped him secure a new apartment, transferring his holding deposit to that apartment in good faith. This was confirmed with him via email, and his application was officially approved on May 9th.
  
  
  On May 22nd, Mr. ****** informed us that he was considering another option at a different non-Equity Residential community. We advised him of the cancellation fee associated with his initial application agreement. On May 24th, we received his formal cancellation email, confirming his decision to proceed with the other option. As such, his holding fee was forfeited, and we see no basis in which we would be obligated to refund it at this time. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23316298
  
  I am rejecting this response because:

  To clarify, while I did inquire about studios and 2-bedroom units during the application process, I ultimately kept the original unit. My communication with the leasing office was to ask clarifying questions about the "Move-In Cost Sheet," which lacked clarity on required payments. At the time, the lease was not yet available for review.
  

  The "Move-In Cost Sheet" lists a $600 security deposit, not a holding deposit, and makes no reference to a document titled "The Fine Print." According to "The Fine Print," the $600 is considered a holding deposit and is non-refundable after 24 hours. However, this contradicts the "Move-In Cost Sheet" and the lease, both of which refer to the $600 only as a security deposit. In contrast, it is clear that the application fee is non-refundable, which is $50.50, and that is clearly stated. The "security deposit" did not say it was "non-refundable" on the document; it should have said "holding deposit - non-refundable," but it does not. The footnote, Holding Deposit Required: $600.00 is not integrated into the actual payment breakdown, nor is it explained how this relates to the Security Deposit line item, which also contributed to the lack of clarity. 
  

  Additionally, "The Fine Print" was not available on the application portal and could not be downloaded when it was later emailed around May 24, 2024weeks after it was reportedly signed on May 3. This means I had no access to this information at the time I made the payment or was reviewing costs. I can provide proof of the file access difficulties, but it was not a document that was included in the email exchanges until the very end. However, the stronger argument is that "The Fine Print" should have been referenced and attached to documents such as the lease and move-in cost sheet, or, for best practices, attached. 
  

  The (unsigned) lease does not mention the term "holding deposit" anywhere. It only refers to a $600 security deposit, which aligns with the "Move-In Cost Sheet." "The Fine Print" is not attached to the lease, is not referenced within it, and is not an addendum. It stands alone and does not appear to be an official or binding part of the lease agreement.
  

  In summary:
  * The lease and cost sheet refer only to a security deposit of $600.
  * "The Fine Print" is the only document that calls this a holding deposit, and it was not accessible at the time of payment.
  * There is no clear or timely disclosure that this $600 would be non-refundable or treated as a holding deposit.
  * "The Fine Print" is not integrated into the lease or the cost sheet, creating confusion about its enforceability.
  * For these reasons, I am disputing the claim that the $600 was clearly disclosed as a non-refundable holding deposit.
  

   

   

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

  

  Business Response

  Date: 06/04/2025

  The holding deposit is only required at application time and is used to place the selected apartment on hold. The security deposit is due when you move in. However, the holding deposit is applied to the security deposit at move in. Please see the attached fine print disclosures, which you acknowledged during the application process, and which was emailed to you once you completed your application. 
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23316298
  
  I am rejecting this response because it continues to rely on a single documentThe Fine Printto justify keeping my $600 deposit, even though the policy outlined in that document was neither clearly disclosed nor reinforced in any of the key leasing materials at the time I applied.
  While The Fine Print was attached to an automated email receipt, it was not integrated into or referenced in the lease or the Move-In Cost Sheetthe two primary documents I reviewed before submitting payment. In both of those documents, the $600 is labeled as a security deposit, not a non-refundable holding deposit. There is no mention of a 24-hour cancellation policy or any forfeiture terms in the lease itself.
  The businesss lease agreement includes a detailed list of incorporated addenda. The Fine Print is not among them. If a document with refund restrictions is going to override what is labeled a security deposit, it should be explicitly referenced and explained in the lease or cost sheetnot buried in an automated attachment or labeled inconsistently.
  Attaching the document again now does not prove that it was clearly disclosed or explained at the time of payment. Instead, it highlights the inconsistency in terminology and presentation across their official documents. We've already attached all documents and email corespondences to demonstrate these points. 
  I also made good-faith efforts to clarify unclear information during the application process, and ultimately selected a different unit from a different community because their documentation was transparent and straightforward.
  In summary:
  - The lease and cost sheet refer to the $600 as a refundable security deposit, not a non-refundable holding deposit.
  - The Fine Print is the only place that states otherwise, but it was not referenced or included in the lease or cost breakdown.
  - The lease contains a list of official addendaThe Fine Print is not one of them.
  - A refund policy must be clearly stated and consistently presented to be enforceable.
  - I acted in good faith and asked questions when the information was unclear.
  

  For these reasons, I continue to request that the $600 deposit be refunded.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having a billing problem with Equity residential and am being threatened with collections. A payment of ******* was frozen but my bank but am being told it is in the process of being unfrozen. I don't have the money in my account, it was paid. It is solely a dispute between Equity and my bank. Not a dispute between me and Equity. I am still being threatened with collections. There is no one I can get a hold of to resolve this issue.

  

  Business Response

  Date: 05/21/2025

  Thank you for providing us with the opportunity to address this matter. Please continue to work with our collections team and your bank to resolve the issue of the returned payment. If you can propose a reasonable and clear payment arrangement for your outstanding balance, we are happy to work with you. 

• Initial Complaint

  Date:04/30/2025

  Type:Product 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.

  Several times over the past 3 years since doing business with Equity Residential, I have been receiving marketing emails telling me that it's time to look for another Equity Apartment. Several times I have clicked the unsubscribe link provided in the emails Ive received, and have received confirmation that I have been unsubscribed from receiving any email from Equity Residential. The two most recent emails received were on February 21st 2025, and today, April 30th 2025. I have asked your organization to cease in any further communications between Equity Residential and myself, however, your organization has failed to uphold a consumers wish to not be contacted - furthermore this is in violation of several laws. I again today, April 30th 2025, have unsubscribed to receiving any communication emails from Equity Residential. Further emails received, will be taken as Equity Residential continued efforts to harass a former resident who previously was in litigation with Equity Residential. This is my final attempt to handle this directly with the company. Failure to oblige and follow the CAN-SPAM ACT will result in the Illinois State Attorney General being notified in efforts to take legal action against Equity Residential on my behalf to impose civil penalties or impose injunctions against Equity Residential.

  

  Business Response

  Date: 05/21/2025

  We apologize for the issues you are experiencing with our unsubscribe process. We can add you to our email suppression list. However, this will ensure that you NEVER receive an email from *** again. If you would like to proceed, please confirm your email address and we will respond once you have been added. 

  Customer Answer

  Date: 05/27/2025

   
  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.
  

  Email addresses that need to be removed from receiving marketing emails from EQR are as follows: ***************** ************************** ************ ********************* *************************

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

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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.

  To Whom It May Concern,I am submitting a formal complaint regarding Equity Residentials unfair reporting of a collection account to ********** under my name. On March 20, 2025, I received an email from Equity representative *** ********** stating I had until April 2 to resolve a balance related to our former residence at ********************. I replied on March 25, explaining that I was a full-time college student at the time with no income and that I was added to the lease solely because I was over the age of 18, not because I assumed or agreed to any financial responsibility.Despite my prompt response, the account was reported to ********** on March 29four days before the deadline provided. I received no further communication from Equity or any collection agency, was not invoiced, and was not allowed to resolve or dispute the debt before it harmed my credit. This action was premature, unjustified, and taken without due process, in violation of my consumer rights.Throughout the lease, all communication regarding rent, balances, and maintenance was strictly between my mother and the property manager, ******* ****. I was never involved in those discussions and was unaware of any unresolved financial issues. Our early move-out in 2025 resulted from serious habitability concerns, including a failed HVAC system during winter and a theft during a maintenance visit, both documented and reported.Most importantly, my mother is willing to take full financial responsibility for the balance to have this removed from my credit report. She was the sole financial party on the lease and is prepared to work directly with Equity Residential or any collections agency involved.I respectfully request the immediate removal of this account from my credit report, written confirmation that I am not financially liable, and a review of Equity Residentials collection and reporting practices for fairness and compliance.Sincerely,**** ******

  

  Business Response

  Date: 05/27/2025

  This has been been resolved directly with the resident.

  Customer Answer

  Date: 05/27/2025

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/25/2025

  Type:Product 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 April 12, 2025, I submitted an apartment application through *********************** for Jia Apartments and paid a total of $668.70. This included a $49 non-refundable application fee and a $600 holding deposit. The application was rejected on April 14, and I was informed that a refund would be issued. On April 18, they marked the refund as processed for both the deposit and the fee. However, as of today, the funds have not returned to my account.I contacted both ***************** and Equity Residential multiple times. They acknowledged that the refund was processed on April 18, but the money has not been received. The payment was made via ****** (Receipt #****-2672), and internal system records show the refund was issued, but no funds ever arrived.I am requesting support to recover the $600 deposit that was promised to be returned upon application cancellation.

  

  Business Response

  Date: 05/21/2025

  This individual seems to have run the gamut in complaining because I received a complaint from the attorney general as well. I check in with Legal on the first one and here is my response for review:
  
  
  The applicant in question was not approved for residency at ************** and was therefore entitled to a refund. The refund check was initially processed and mailed on April 18th. However, the address originally provided by the applicant was incorrect, which resulted in the check being returned to us as undeliverable.
  Upon being informed by the applicant that they had not received the check, we promptly investigated the matter. Our accounting department confirmed that the check had been returned, and we reached out to the applicant to request a correct forwarding address. The applicant provided an updated address on May 6th.
  We immediately relayed the updated information to our accounting team, and a new check was reissued and mailed to the correct address. As of now, this matter has been resolved.

  Customer Answer

  Date: 05/21/2025

   
  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.
  
  Sincerely,
  
  Viktoriia Fediushyna