Complaints

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

close

Find a Location

Equity Residential has 84 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Equity Residential

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

  
• 

  Equity Residential

  711 Mayton Ct Bel Air, MD 21014-5315

• 

  Equity Residential

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

• 

  Equity Residential Property Management

  1500 Stonehaven Dr Boynton Beach, FL 33436-6524

• 

  Equity Residential Properties Management Corp

  2800 Bainbridge Dr Durham, NC 27713-1433

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:12/18/2023

  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.

  The management of ***************** unethically withheld security deposit upon vacature of the unit by stating the apartment had to be painted, was dirty, and other falsehoods. The apartment was left in better condition than when it was originally occupied. In addition, i received a bill for utilities that should not have been assessed, and for concierge trash collection that I hadn't opted to receive . ***************** forwarded to collection the ****** bill and it was paid to preserve a credit rating, but it is theft. Management should be fired for theft of security deposit and unethically assessing fees and utilities without justification or proper allocation.

  

  Business Response

  Date: 01/03/2024

  We sincerely apologize for any inconvenience caused by the recent matter related to your account. Please be assured that we are actively addressing the issue, and we would like to inform you that we will be refunding both the cleaning fee of $115 and the painting fee of $212 towards your balance.
  This refund will be processed promptly, resulting in a credit to your account of $127.32 . The credited amount will be mailed back to you, and we will ensure the necessary steps are taken to remove any reporting associated with these fees from your credit history.
  To expedite the inquiry made to your credit report, we recommend visiting the following link: [Insert the provided link here - ********************************************************;[transunion.com]]. This will allow you to navigate the credit dispute process efficiently.
  
  Regarding Valet Trash, we apologize for any confusion regarding this fee on your renewal letter and statement. We've reviewed your account and can confirm that the charge was placed on your account for the month of July, but it was subsequently removed upon vacating the apartment. Prior to this, there are no Valet Trash Fees on your account.
  We understand the importance of resolving this matter promptly, and we appreciate your patience and understanding as we work to rectify the situation. If you have any further questions or concerns, please do not hesitate to reach out to us directly.
  Once again, we apologize for any inconvenience this may have caused, and we thank you for your understanding.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21027078
  
  I am rejecting this response because:
  Complaint ID: ******** I have reviewed the communication from the company. If the bill was ****** for utilities, and the proposed solution was to return the cleaning and painting fee, then why wasn't the security deposit returned? The ENTIRE security deposit is to be returned and the ****** for bogus utilities reversed. I have the pictures to prove there was no lawful retention of the security deposit which their response proves. No damage, no cleaning necessary and no paint, so the entire security deposit is owed as claimed. I received a check from Equity Residential for $36.79 cents which as you can assume has not been deposited. the check for ****** was returned by the collection agency not deposited and referred me to the "original creditor". I have copies of that too. The security deposit was $600.00. Vantage owes me $563.21. I am happy to forward all copies of material. there is no upload available on this.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/26/2024

  Hello *****,
  
  Thank you for your response. We are waiving the cleaning, painting, and carpet cleaning fees. We are also waiving the $50 utility billing fee charged on June 15th, 2023 due to LADWP invoicing us for electricity used during the usage period of 3/28/23-5/25/23 that LADWP was not able to receive payment for. The deductions from your $600 deposit will be electricity for the usage period of 3/28/23-5/25/23 invoiced by LADWP; water, trash, sewer, boiler, and pest control for usage period 5/1/23-7/10/23; prorated code enforcement from 7/1/23-7/10/23, and prorated parking from 7/1/23-7/10/23, for a refund due of $299.11, as shown below.
  
  
  Utilities are billed two months in arrears. When you first moved in on June 11th, 2022, the utilities for usage period of June 11th through June 30th, 2022 were posted to August's rent statement. The utilities for usage period of July 1st through July 31st, 2022 were posted to September's rent statement, and so on. After month's end, Conservice will take one to three weeks to calculate utility costs for the previous month and post them to the next month's rent statement. Please let us know if we may clarify further.
  
  
  
  
  Security Deposit $600
  Electricity for usage period 3/28-5/25 -($49.92)
  Utilities for usage period 5/1-5/31 -($105.44)
  Utilities for usage period 6/1-7/10 -($136.56)
  Prorated code enforcement 7/1-7/10 -($0.91)
  Prorated parking 7/1-7/10 -($8.06)
  Refund due $299.11
  
  
  Prorated rent from 7/1-7/10 = $687.74
  Prorated code enforcement 7/1-7/10 = $0.91
  Prorated parking 7/1-7/10 = $8.06
  Utilities for usage period 5/1-5/31 posted on 7/1 = $105.44
  Utilities for usage period 6/1-7/10 posted on 7/12 = $136.56
  Electricity for usage period 3/28-5/25 posted on 6/15 = $49.92
  Total = $1,038.63
  Minus payment made on 7/5 = -($678.11)
  Minus payment made on 7/5 = -($9.63)
  Minus deposit = -($600)
  Refund due = -($299.11)
  
  

• Initial Complaint

  Date:12/14/2023

  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 a resident at the Artisan Square apartments. In the past few months the property has gone downhill. It is very difficult to reach management and maintenance tickets are not being fulfilled in a timely manner. On several occasions, tickets have gotten closed with no resolve.There is dog f**** and trash all over the complex and no one picks it up. Our rent this past year went up and when I tried to ask if they can reduce it because of the living conditions they said it was because it was due to the demand of the property. On top of that this is not consistent with what other residents at this property have told me. They said their rent did not go up. I have consistently been dealing with bug issues and constantly have to submit requests for the bug issue with waterbugs and now I have seen several roaches in my home. These are not sanitary conditions. I would like for these issues to get resolved or my lease be terminated to relocate. Additionally if we can resolve these issues I would like for my lease amount to be re-evaluated as I don't believe the lease increase constitutes the current living conditions.

  

  Business Response

  Date: 01/03/2024

  Your pending service request was scheduled today and is being addressed and part has been ordered for your refrigerator. As for other addressed situations, we will be in the home on Tuesday, Jan 2nd at your request to treat your home. If there are any other items, please make sure you contact the leasing office for us to address your concerns. 

• Initial Complaint

  Date:12/14/2023

  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.

  Our apartment complex in ************** ********** has been without hot water for about two weeks now. This means no hot water for showers and no heat for clothes washers and dryers.

  

  Business Response

  Date: 12/27/2023

  We fully recognize the significant impact that the gas outage has had on our community, and our team is diligently working around the clock to restore gas service as quickly and safely as possible. In the meantime, to accommodate our residents, we have implemented several measures:
  
  Portable Hot Water Showers: Made available for residents' convenience.
  Gym Membership: Provided a 1-month membership at LA Fitness for access to additional shower facilities.
  Laundry Credits: Issued to compensate for the inconvenience with laundry services.
  50% Rent Credit: Applied for each day of the ongoing outage. Credit will appear on accounts starting Jan 1. 
  
  Additionally, to assist with unwanted activity in the community we have increased courtesy patrol.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21007987
  
  I am rejecting this response because: It's my understanding that a 50% per diem reduction in rent for the number of days affected by the outage is insufficient.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/03/2024

  We respectfully disagree with your position. Though, we are happy to report that service has been restored at this time. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 21007987
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented my apartment a year ago. Prior to renting I had to show proof of insurance which I did. The building was sold to Equity Residential last spring. Since then Equity Residential has tried to say I needed a new lease, overcharged me for my garage which was under my initial lease and now is saying my renters insurance document verbiage is not correct. My insurance agent and I have been trying to address this for over a month I finally asked for a phone number and they ignored the written request. I then provided my insurance representatives contact info and received a snotty email back saying they will not talk to an insurance agent. I have once again asked for a phone number so I can resolve this matter and also directed them to have OUR APARTMENT OFFICE STAFF not some corporate person help resolve this matter. I have the insurance coverage. We just need to actually speak to someone so we can resolve the issue. Given my experiences since Equity has taken over this complex, I would not rent from them again as you are stuck dealing with corporate staff who don't have any customer relations savvy. Why even have office staff at a property if the customer is stuck dealing with some faceless email address and no phone numbe

  

  Business Response

  Date: 12/28/2023

  Dear *********,
  We hope this message finds you well. First and foremost, we sincerely apologize for any inconvenience or frustration you may have experienced regarding the recent issue with our team and the communication process specifically with our renters insurance department. We understand the importance of a prompt resolution, and we appreciate your patience as we work to address your concerns.
  Upon receiving your BBB complaint, we took immediate action to investigate and resolve the matter. Our on-site team has been actively involved and is committed to finding a satisfactory resolution for you. Please be assured that we have escalated the issue to our renters insurance team, and they are diligently working to provide a response at the earliest possible time. We understand the urgency of your situation and are making every effort to expedite the communication process between the on-site team and the renters insurance team.
  We want to assure you that we take all customer feedback seriously, and we are continuously working to improve our processes to prevent similar situations in the future. Your satisfaction is our priority, and we appreciate your understanding as we navigate through the resolution process.
  In the meantime, if you have any additional information or concerns, please do not hesitate to reach out directly to our on-site team. They are fully committed to assisting you and keeping you informed throughout the process.
  We value your business and appreciate the opportunity to address your concerns. Thank you for bringing this matter to our attention, and we remain dedicated to resolving it to your satisfaction.

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21001724
  
  I am rejecting this response because: I continued to get messages from this group and was told that I would be assessed a $40 fee and then $10 per month even after the ***************** office team told me this was resolved. While the office here did finally resolve the dispute this corporate group was still terrible. Equity Residential needs to stop this group's poor customer service and let the local office handle these issues going firward.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/13/2023

  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.

  Hello BBB,I am writing to request your help for an issue of payment with the apartment complex that is managed by equity residential. I lived in that apartment for six years but had to recently move out due to job loss. because of this the lease had to be broken and for which I was asked to pay three months of rent ($8000). After negotiation the apartment agreed for me to pay half ($4000) as I do not have that much money in my bank account. Now the apartment has billed me for additional $1534.79 stating that they found apartment was not clean and I have to pay for the cleaning and painting. I wrote to the apartment the following letter with all the details of why I do not agree with this additional billing. Please find attached letter I wrote to the apartment. The manager responded stating that he believes that apartment is dirty beyond normal wear and tear which I do not agree with because I had requested to do the inspection in my presence and the apartment did not comply with it. I replied to the manager stating the same and also asking why I have been built for sewage and trash three times between Nov 1 - 15 when I already vacated the apartment on October 27th. I am still waiting on the manager to reply. I would like to request your help with this situation. Firstly because I do not agree that apartment was dirty beyond regular wear and tear. Secondly, I had to leave the apartment because of loss of job so I do not have additional money to pay the apartment complex. Whatever cash I had I have already given it as a penalty for breaking the lease. I also do not understand when I have already paid $4000 why can't the cleaning and painting charges (if need be) taken from that money instead of billing me again separately for those. I would like to request your help in resolving these issues.Thanks ***********************

  

  Business Response

  Date: 12/27/2023

  Indeed, the apartment was left severely damaged and unclean. The walls were covered in dirt and grime. The charges are justified and will not be waived. A formal response will also be sent directly to the former resident. At this time, we see no legal basis to refund any additional charges. 

  Customer Answer

  Date: 12/27/2023

   
  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:12/08/2023

  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.

  Equity Residential/Artisan Square has failed to up keep the Community I rent from. I'm never able to speak to the corporate office, the only thing I can do is email and that resolves nothing. I need this buisness to take accountability and fix all my service requests and adjust my rent for the inconvenience. The amount I'm paying for rent is not justified by the quality of living I'm receiving. I have attached service requests, I also have emails that are never responded to. Please I ask for help in this situation to be resolved. The housing **** has also been contacted.

  

  Business Response

  Date: 12/14/2023

  Our local management team has reached out to this individual directly to address this matter. Please do not hesitate to follow up with them if you have any additional concerns. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20978671
  
  I am rejecting this response because: issues have not been satisfied/completed. I need Artisan to take accountability and ensure this does not continue to occur. I would like a credit to my rent, as they are quick to charge fees for everything. I have lost hours of work and time. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/27/2023

  We are, indeed, working with the resident to address these concerns. We have an appointment with the resident to finalize any outstanding concerns, scheduled for December 27. 
  
  
  

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20978671
  
  I am rejecting this response because: Service requests once again have not been completed. I'm demanding an adjustment to my rental fee as there are penal codes that have been broken such as Penal Code ******. Stove has not been replaced and heat is escaping the stove. These requests have been made multiple times and have scheduled dates to make repairs and they do not show up.  I'm paying extra on my gas bill as they have failed to replace or address this issue and other issues within what the law permits. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/03/2024

  Per our previous response, an appointment was scheduled with this individual on December 27. Indeed, all repairs were completed at this time. Our position on this matter is final. Please contact the management office directly if you are seeking compensation for these concerns. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20978671
  
  I am rejecting this response because: The individual In management has only offered to "compensate" me for 1 day loss(109.12) off wages out of 4 days lost. I have attached acknowledgement sent to me and I will sign only out of fear of retaliation. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in **************** in **************, **. We have had electricity going on and off for three months now. We have had no gas (no hot water or dryers) for over a week now with no end in sight.

  

  Business Response

  Date: 12/14/2023

  Thank you for sharing your concerns and feedback. We understand the impact that this unforeseen issue has on our residents. Please know that our team is actively working with our vendors to resolve this as quickly as possible along with offering alternatives and partial abatements for the issue. Please reach out to the office with any questions or concerns about the accommodations being offered.  

• Initial Complaint

  Date:12/06/2023

  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.

  Equity Residential owns the **************** complex in **************, **. For the last week the entire complex (roughly 600 units) has had no gas. This means that there has been no hot water for anybody and the dryers do not work so people can't do laundry. The hot tub and pool are out, too, though that's obviously less important. Some residents also don't have heat and some have had their electricity going in and out. There are a lot of elderly citizens in this community, some of whom have significant mobility issues, and there are a lot of children, too. They have brought in portable showers and offered 50% rent reduction for impacted days, but this is not really a livable situation, and they have no timeline for how long we will be without hot water.Further, when I signed my least (three years ago), the ***** advertised a package room where all deliveries would go. A couple of years ago they removed it without much warning, simply because they didn't want to deal with it. Since then packages are being stolen every day here. There are no security cameras, and people don't feel safe. I ended up renting a PO box down the street for $350/year, and Equity has refused to compensate anybody for this, despite the fact that the continued advertising the package room long after it was removed (I have screenshots of that). I also payed extra to have a fireplace in my apartment ($50/mo more than the other apartment a looked at), and Equity is removing the fireplace and refusing to reduce my rent.Obviously, the biggest issue here is the lack of gas/hot water/dryers/heat. Equity Residential should be giving everybody free rent until they can make the apartments livable again.

  

  Business Response

  Date: 12/13/2023

  Thank you for sharing your concerns and feedback. We understand the impact that this unforeseen issue has on our residents. Please know that our team is actively working with our vendors to resolve this as quickly as possible along with offering alternatives and partial abatements for the issue. Please reach out to the office with any questions or concerns about the accommodations being offered. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20970748
  
  I am rejecting this response because:

  It doesn't explain or solve anything. The temporary showers continue to be broken. The gates get left open with homeless people coming into the complex (while all of our packages our left out on the ground because Equity removed the package room, despite advertising it when leases were signed). More so, there's so much construction at the complex that it's hazardous. The 50% rent reduction isn't enough. They should have put us all up in hotels while this was happening. Nobody should have to pay rent while this is going on. 

  And, again, the package room was removed, despite it being clearly advertised when I signed my lease (and even after they removed it), and they are removing my fireplace--which I paid an extra $50/mo for--but refusing to lower my rent to compensate. I believe the legal term for this is "reduction of services." I currently have to pay $350/year for a PO Box because so many packages at the ***** get stolen every week.

  I have every intention of staying at my apartment for a long time, but these reduction of services all add up, and people deserve to be compensated.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/27/2023

  We fully recognize the significant impact that the gas outage has had on our community, and our team is diligently working around the clock to restore gas service as quickly and safely as possible. In the meantime, to accommodate our residents, we have implemented several measures:
  
  Portable Hot Water Showers: Made available for residents' convenience.
  Gym Membership: Provided a 1-month membership at LA Fitness for access to additional shower facilities.
  Laundry Credits: Issued to compensate for the inconvenience with laundry services.
  50% Rent Credit: Applied for each day of the ongoing outage. Credit will appear on accounts starting Jan 1. 
  
  Additionally, to assist with unwanted activity in the community we have increased courtesy patrol.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 20970748
  
  I am rejecting this response because:

  While I appreciate some of the steps that Equity has taken to try and lessen the burden I do not believe that a 50% reduction in rent for the days impacted is enough to make up for the significant reduction in services (and the portable showers didn't have hot water half of the time). It should be 100% off for the days impacted. They should have offered to put us up in hotels if we wanted. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/03/2024

  We respectfully disagree with your position. Though, we are happy to report that service has been restored at this time. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20970748
  
  I am rejecting this response because:

  I respectfully disagree with their respectful disagreement. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/06/2023

  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 living in the artisan square town homes by equity residential for one year now. I have been requesting dozens of service calls to have my unit fixed. My plumbing and electrical dont work properly. The service team does not have the resources to fix it and the front office and company wont approve the cost to fix everything. I have requested over 15 times with no help.

  

  Business Response

  Date: 12/13/2023

  We've addressed these concerns directly with the resident. All matters have or will be addressed. Please contact the management office directly with any further concerns

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20969294
  
  I am rejecting this response because:
  Hello, this claim has not been resolved or attempted to be resolved by equity residential. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/27/2023

  We have been in contact with the resident and have scheduled an appointment on December 28 to address their outstanding concerns. 

• Initial Complaint

  Date:12/01/2023

  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.

  Being charged $2,387.50 more for lease termination than stated in the signed contract leading to multiple late fees. Account adjustment requests ignored. 6/19: Re-newed lease to start August 8 7/5: Offered new job 7/11: **************** requesting a m-to-m lease for $5275/month ($500/m increase, $1000 above market value) No reply 7/14: Request local management team. No reply 7/25: Second request to local management team 7/27: Contacted by ********** for call. No reply 8/29: Email from **** re lease termination process. No mention of prior convo or m-to-m request. 8/31: Email from *********************** to **************** 9/12: **************** offered 1.5 month settlement agreement. Said ********** would take over, work with him on this going forward. 9/19: ********** with Lease Termination contract for 2 month ($9550) fee. Asked for document adjustment for agreed amount. **** replied, I crossed out and initialed the one-time payment from $9,550 to $4,755. Please initial next to $4,755. Thank you. Document signed by both parties. Told that the $4,755 would be added to account 9/26: $9,550 fee added to account. Requested account adjustment. No reply. 9/26: $50 late fee added to account.9/30: Emailed re: fees. Told actual fee was $7, 162.50 despite contract. $9,550 still on account. 10/5: $50 late fee added to balance 10/21: **************** re fees. No reply. 11/2: Fee adjusted from $9,550 to $7,162.50. 11/2: Rent + $4,4775 fee paid ($20 above agreed upon amount) paid d/t fear on credit score. 11/2: **************** re: balance. No reply. 11/5: $50 late fee 11/27: **************** re: charges. No reply. 11/27: Contacted by office re expired renters insurance and associated fees. Current policy sent. Fee reversal requested. No reply. Erroneous charges on account: Lease termination fee: $2,387.50 Sept late fee: $50 Oct late fee: $50 Nov late fee: $50 ***************** fee: $10.75 Admin fee: $40.00 December rent: $4,775.00 December Amenity fee: $75 Total: $7,438.25

  

  Business Response

  Date: 12/13/2023

  We apologize for any inconvenience. We have reviewed your account and have agreed to reduce the settlement amount by half a month, as initialed on the notice. We have also agreed to waive two late fees, for a total amount of $2,487.50. We will update your account accordingly and will issue your final statement of deposit account. 

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20942491
  
  I am rejecting this response because:

  The additional lease termination fee has not been removed. In total, I owe $4755 for the lease termination fee however $9,550.00 was charged to my account. In addition, three late fees must be removed. Finally, since the original complaint was made I was charged twice for utilities and charged erroneous rent for December. All of these fees must be removed promptly for me to accept the response.  

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

  

  Business Response

  Date: 12/27/2023

  I reviewed the charges. The late fee and the remainder of the SET fee were waived by VP. Any other charges are accurate and will not be reversed. All residents have to finish paying RUBS which is charged in arrears. Also, this resident left the apartment in bad condition so she incurred move out charges. All rent charges are accurate with the date that the apartment possession was given back to us.