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

  2202 West Liddel Road Duluth, GA 30096

• 

  Equity Residential

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

• 

  Equity Residential

  35 Sharon Rd Waterbury, CT 06705

• 

  Equity Residential

  3885 George Busbee Pkwy NW Kennesaw, GA 30144-6603

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:11/27/2023

  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 package room has been broken into 3 times in the past 6 months at our apartment complex. We have had multiple meetings, filed complaints, called corporate with no true action taken to prevent theft and safety breaches on our site. I have spoken to corporate office 4 times in the year that I have lived here in order to try to resolve some of the safety concerns that we are having. We have had homeless people sleeping in the stairwells, front and side doors broken (fire hazard), locker. break-ins and nothing has been done. We continue to complain and no one seems to care about the safety or well being of the residents in this community where the average rent is $3000/month. It's unacceptable to me that this is still happening let alone that no one has been fired at this point. Management doesn't care. Equity Residential corporate doesn't care. We need help. I would like to be released from my lease and my rent for the the past two months refunded to me.

  

  Business Response

  Date: 12/13/2023

  Hello *******, 
  
  
  We are sorry to hear you have been impacted by crime in our community. We can imagine how unsettling this is. Unfortunately, *********** has seen an increase in these incidents, especially during the holiday season. Although no one can guarantee your personal safety as well as the safety your belongings,there are some important measures we have put in place as deterrents. We have installed an additional heavy duty lock on the package room door. The cameras in the package remain active. Our onsite team will continue to be diligent with ensuring gates, lobbies and access points are functioning properly. Additionally, our courtesy patrol will continue to be present on the property after hours. We are also encouraging residents of our community to be careful not to prop doors open or allow unknown individuals to follow them into our fob accessed area as a courtesy.

• Initial Complaint

  Date:11/19/2023

  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 started my lease process with a property who is ramp an Equity Residential on November 11, 2023. When I filled out the application ONLINE AS INSTRUCTED, it listed the deposit as $2000. After filling out the application and selecting my move-in date, gave me a total w/the prorated rent, the deposit, and all other fees. equity residential uses their own credit algorithm and They required me to have a cosigner or to use a company where I had to pay a nonrefundable deposit, and that acts as my guarantor. I had never heard of anything like this, I have great Reg. Credit so I had questions before I just paid it . It took 5 days for anybody to get back to me.Upon paying the fee and then received my lease offer. The only thing that was listed on the entire 40 pages of the lease was my monthly rent and I signed. after signing the lease they sent me my itemized bill that needed to be paid prior to moving in. When I filled out the application, it did not list the DEPOSIT as conditional. And I paid the $1300 guarantor fee that it asked me to. The bill said that I was to pay over $7000 before my move-in date.The amount of my deposit which is on the application was $2000 plus all the prorated fees was around $3500. When I called, they told me that their website was wrong and that the deposit was the first months rent. However, they did not tell me this, or mention it, until after I had signed the lease it was never mentioned with all of our communications about everything else. Even so that does not equal $7000+ . I was told if you sign your lease on the 20th or later in the *******************, you must pay the following months rent, that was why it was $7000+ ,how would anybody just know that off of the top of their head. when I chose my move-in date, it didnt have that law. Their application process is solely online therefore what is written and what I applied for should be the standard since there is nobody to talk to you in person..

  

  Business Response

  Date: 11/29/2023

  Applicant ********************* applied for the apartment at The Landings on November 10th. Later she  was screened through our standard process and was notified on November 11th that she was conditionally approved.
  The applicant was given the option to go through a third party to guarantee her lease which she did through **************.
  She completed the necessary steps with ************** and signed a bond for the apartment. Upon review of the bond, she was approved for the apartment and issued a lease agreement. A  lease agreement had the accurate lease rate and 1 month security deposit.

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We informed ******** at ****** that we would vacate the unit on 11-13-23 and on Sep. 2nd we were informed that we owed $734.49 for the 13 days, minus the water bill. Well, we received a $114.00 late fee charge because we were charged ******. Not to mention we somehow have a balance of ******* for some reason. We paid our water bill (*****).

  

  Business Response

  Date: 11/29/2023

  Following a thorough review of your account, we have identified an erroneously charged late fee, which has since been reversed for accuracy.
  Regarding your move-out date, we do have it as November 13th. Your charges accurately reflect rent, storage, and valet trash up until this date.
  It's essential to note our utility billing operates on an arrears basis. The payment associated with November's rent covered utility usage from August 1st, 2023, to August 31st, 2023. Consequently, two additional invoices were generated to account for the remaining duration of your occupancy. One invoice pertains to utility usage from September 1st, 2023, through September 30th, 2023, and the final invoice covers the period from October 1st, 2023, to November 13th, 2023.
  I want to confirm that our records indicate no outstanding balance on your account. In fact, you are scheduled to receive a refund of $297.31
  Should further clarification or assistance regarding your account be required, please feel free to contact us at your convenience.
  
  

  Customer Answer

  Date: 11/29/2023

   
  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:11/06/2023

  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 informed EQR management I wouldn't renew my lease within the notification period on 7/27/23 in response to a text message from them, which I received on 7/26/23. I received a second text message on 8/17/23, and I replied on the same day.After this second text message, I received an email asking yet again about my contract renewal. I clarified that I did not intend to renew & shared the screenshots of my notice, and *** said ok, I will inform the building (so again, no mention of any issues with my notice). Several days later, I received an email from yet another person stating that notices were only valid if submitted via email or the community portal, and that therefore I was providing insufficient notice & would be charged. Apart from the 60 day notice period, the only additional notice requirement defined in the contract I signed is that the notification to not renew must be in written form, with no specification of the channel for said notice. Given that I provided written notification via text message as a direct response to EQRs initial contact regarding this matter, I have complied with my lease terms. It is also important to clarify that, while EQR is now claiming that the text messages were sent by an automated system that is not monitored, I have never received any response from this automated system warning that it was, in fact, an automated message from a non-monitored account.In addition to the penalty fee for the notice period, EQR is now claiming extra fees due to damages that are a clear result of normal wear and tear or pre-existing issues that were there when I moved in. To make this matter worse, their final statement does not explain how they arrived at the cost of these repairs, they simply issued an invoice with a number of random charges that they just expect me to pay.Because of the above, they have illegally retained my security deposit and are claiming I owe money on top of it.I would appreciate your assistance in this matter

  

  Business Response

  Date: 11/17/2023

  In an effort of good faith, we have agreed to waive the insufficient notice charges. We have also reduced the charges assessed for some of the damages. We have reached out to the individual directly to discuss this matter further. 

• Initial Complaint

  Date:11/03/2023

  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'm current a tenant at the apartment, and have to relocate due to a personal reason, the business try to charge me 3 times to my monthly rent, i'm also paying more than 20% for my apartment than current marketing price, which made impossible to be rent-responsible, i'm trying to negotiate with the management and they are refuse to negotiate, insist me to pay $9000 cash within a month.

  

  Business Response

  Date: 11/13/2023

  To whom it may concern:
  *************** on behalf of ******************* relating to ************* in apartment 3208.
  Mr. ** is planning to move out on 11/23/23 and is terminating his lease prior to its expiration. Mr. *** lease specifically states, You have no right to terminate your Lease prior to the end of your Lease term. If you terminate your Lease early, you will be in default under the Lease, and you will be responsible for paying early termination rent at the rental rate that is in effect on your move-out date until the earlier of (i) the end of your Lease term; or (ii) the date a new resident moves into the Premises. If we offer you an early termination settlement as an alternative to paying early termination rent, you must make the election to enter into the settlement at the time you are planning to move out early and pay the early termination settlement amount before you vacate the Premises.
  Mr. *** concern is the amount that is expected if he chooses the lease settlement option. However, the amount is non-negotiable, and he has no obligation to choose this option. If Mr. ** does not wish to pay the settlement amount to be relieved of his obligations related to rent beyond his vacate date, he will be charged consistent with the terms of his lease agreement. Mr. ** is also concerned that the current market rates are lower than they were when he renewed his lease, which is unfortunate, but out of our control. We appreciate that circumstances have prompted him to proceed with early termination, but we see no obligation to waive his requirements or reduce the offered settlement amount. 
  
  Sincerely,
  **** Del Toro ********
  General Manager
  ************
  *******************
  99 *************
  ********, ** 95134
  
  

• Initial Complaint

  Date:10/26/2023

  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 here at the Osprey located in ******* **. I love my community. However, the leasing office is another story. When I moved in I was not given the proper run down financially. I have always paid on time. One particular time I went on to pay and it wouldnt let me move foward with the payment. I went to the office and delivered my rent by hand. **************** took the payment and said she will handle the fees. A couple hours later I returned home and my payment was placed on the floor in a bank cash bag for anyone to have access to. Th I would have never known if it would have gone missing. This made me panic. How could someone be this cruel to have done such. I went to the skyhouse they Have a manager because the Osprey doesnt have a manager at this present time. ************** apologized for Ms. ******* behavior and said she will fix everything. She took me payment happily. Weeks went by and I heard nothing so I was under the impression it was handled. I had to take a trip to the office because our car was broken into and i also asked why didnt I hear anything back from her. She said she emailed me, she checked and the information was in her drafts. It wasnt sent. Now rent is due on the first and those charges are still on my account after taking my rent. She then said it they may do an eviction unless the balance is paid in full. I pay on time every month and *** worked to hard on my credit to get that on my record due to someone elses negligence. She explained to me what the fees were and why it took so long to show up. They dont show utilities until the 3rd month but i was not told this by the leasing officer. She handed over my codes and moved me in. I didnt get a proper tour or run down of my living arrangements. *************************** is handling them all and its not fair to her nor the tenants. All I want is a clear account moving foward being that I was mislead by the leasing team. This has really shaking me up a lot.

  

  Business Response

  Date: 11/06/2023

  Hi Nikardia,
  
  We apologize for any negative experience and misunderstanding regarding your account and charges. Rent is always due on the 1st and late on the 4th of every month.  The lease agreement lists out the charges you are responsible for in addition to statements you receive from conservice for utilities. Prior to meeting with ********, our Sr. ******* Consultant, ****** did go over the charges with you and stated that it's your utilities that accumulated and have not been paid. ******** was able to get approval to take the payment provided to the *** due to the misunderstanding as a one time gesture, however, payment still has to be made in full each month in order to avoid legal proceedings. Once you make your payment for the October balance and now November's balance your account will be clear. We are always happy to review the charges with you in person if you have questions about the amount the portal shows to pay prior to late day.

• Initial Complaint

  Date:10/20/2023

  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 signed a 13-month lease with Equity Residential on 9/7/2022. Over the course of my tenancy, I dealt with pervasive second-hand smoke in my unit, confirmed by multiple Equity employees, as well as a disruptive and criminally violent neighbor in the unit directly adjacent to mine. This neighbor's roommate eventually filed a restraining order against said neighbor after a violent outburst resulted in both injury to the roommate and damages to their unit. I felt unsafe and recognized the warranty of habitability was breached for multiple reasons. The final reason I gave for vacating my unit (one month early) in September involved a stalking incident wherein someone attempted to enter my unit without my consent. The doorman found him outside attempting to open the emergency exit after first asking him to leave multiple times in the front lobby.CA Civil Code section ****** allows a landlord to recover damages for unpaid future rent only if the owner acted reasonably and in a good-faith effort to mitigate the damages. Seeing as the leasing agents did not list my apartment on their website until 9/7 -- three weeks after I gave notice -- I fail to comprehend the legality of charging a final month of rent, especially given the myriad reasons I listed for vacating the unit. CA Civil Code section ****** requires that Equity return my security deposit or provide an itemized list of deductions within 21 days. I vacated on 9/3. The leasing agents have my contact information and I requested multiple times we communicate via email. Today (10/20) I was contacted for the first time by Equity, informing me that if I don't pay a $3000 statement for Sept rent, damages, and a cleaning fee, they will send the amount to collections. They claim the unit was dirty and damaged, despite documentation I collected that proves otherwise. The deadline for return of my deposit has lapsed and I am hoping to resolve this dispute outside of small claims court.

  

  Business Response

  Date: 10/31/2023

  Thank you for your inquiry. We regret your experience in the community. However, we deny that we have breached the lease. In regard to the concerns with smoking, the matter was addressed once you notified us, The offending resident vacated shortly thereafter. The issue with your neighbors was an isolated incident, which was appropriately addressed. On August 16, 2023, we received your notice of intent to vacate your apartment, effective August 31, 2023 pursuant to CA domestic violence law. Though, to date, we have yet to receive any documentation, consistent with the law, to support your request. As such, you were held to the terms of your lease agreement. You also did not vacate on August 31, 2023 as indicated. As such, your notice of intent to vacate was rescinded. You finally left on September 6, which is when we re-entered your notice and back dated it for August 16. Finally, your original statement of deposit account was, indeed, sent to you on September 19, within 21 days of your vacate date. A final statement of your account was sent to you. If you have evidence to support your request under CA domestic violence laws, please share it with the management office. We are happy to update your account if warranted. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20761997
  
  I am rejecting this response because: 

  It does not adequately address my numerous concerns for safety.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/06/2023

  We disagree with this. All items have been addressed. We will contact the resident directly to inquire about any additional concerns. 
  
  

• Initial Complaint

  Date:10/20/2023

  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.

  Dear My Equity,I hope this message finds you well. I am writing to bring to your attention a persistent issue that my roommate and I have been facing since our move-in date on July 29, 2023. On the day of move-in, my roommate found traces of pests such as cockroach egg pouches, dead pests, maggots, flies, and we've been having serious and continuous pest problems in our unit since. Despite several rounds of ******************** measures, we have been unable to resolve the pest problem in our unit.We and the pest control professional from Orkin suspect that the proximity of our unit to the trash chute is a significant contributing factor to these ongoing pest problems. It appears that the trash chute is not being adequately maintained and may be suffering from cleanliness issues, which are likely attracting and sustaining the pests.This issue has persisted despite our best efforts to address it, and we have now reached a point where we believe a final solution is necessary to ensure a pest-free, safe living environment for us. We kindly request a complete extermination of this pest issue within the next 10 days, or a relocation to a unit that is situated far from the trash chute and is located on a higher floor. We understand that such a transition may require some time and planning, and we are open to considering any available 2 bedroom units that are expected to become vacant before December of this year. We sincerely hope that this unit change can provide us with a resolution to the ongoing pest problem, which has significantly impacted our quality of life in our current unit. Please advise us on the formal steps and procedures we should follow to initiate this request. Given the continuous nature of this issue and our commitment to resolving it, we hope for your prompt attention and support in this matter. Thank you for your understanding and cooperation.

  

  Business Response

  Date: 10/26/2023

  Thank you for your inquiry. As you are aware, our management team has been in direct communication with you about this matter and have been attempting to work through this unfortunate situation. Your apartment has been treated multiple times, and we are working diligently to correct other residents' actions that cause the trash chute to be a factor in the pest control issue. Unfortunately, there isn't a way to guarantee that the pest issue will be resolved within 10 days. We also cannot guarantee that this will not happen again in the future. However, we are working aggressively alongside our pest control vendor in order to remedy the issues as quickly as we can. 
  
  
  We have also been discussing a transfer to another apartment. Our management team will continue to work towards resolving this matter and will continue discussions with you directly as it relates to the options available to you. 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to put in a complaint to *********/ My Equity for an unreasonable charge. I was charged $350 for paint following my move out. In the lease, it says anything beyond normal wear and tear. The definition of normal wear and tear is Normal living wear and tear refer to the expected and unavoidable deterioration that a rental property experiences over time due to a tenant's regular and reasonable use. Examples include faded paint on walls, small nail holes from hanging pictures, and the expected deterioration of appliances. On the phone, ***, the assistant community manager told me that this was because our walls were fading, and that was the reasoning behind the charge. We had this lease for 3 years, and *** Law states the landlord must paint occupied apartments in multiple dwellings (buildings with three or more apartments) every three years. (*** Administrative Code 27-2013). Tenant occupied apartments in private dwellings are also required to be painted as necessary. Therefore, ********* needed to paint the apartment by law and is coming at their tenants for this charge. Normal wear and tear and painting are not reasonable deductions from our deposit. We have met the requirements of the lease, expect the deposit in full, and are prepared to contact the ** if we cannot settle this. I am ready to take this claim to small court, but would like to settle it here.

  

  Business Response

  Date: 10/30/2023

  The paint charge has been reversed. 

  Customer Answer

  Date: 10/30/2023

   
  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.
  
  

• Initial Complaint

  Date:10/11/2023

  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.

  Ive been trying to work with ****, the property manager, for months, but all my emails were ignored.I live at *************** (1st floor), My unit gets crazy hot during & summer gets real cold during winter due to the poor insulation between my unit and the underneath parking garage. For summer, we were getting billed $200 for electricity (2X of we paid across the street last ********* of non-summer months in the same unit). We even set the ** to 77 and 80 at night, and the ** still kept running 24/7. I can't imagine how much I would have paid if I set the ** to the desirable temperature. The issue continues in winter that our units becomes 40s degree, making us run the heater 24/7 and costing crazy gas bill. All my neighbors are paying $60-70 even when they set the ** to 60s not ***** like us.About 2 months ago, Henok, maintenance manager, finally investigated the issue & found the floor temperature was around 85 degrees. According to him, the floor should always be the coldest among all walls, but it was 5+ degrees hotter than all other walls. He told us theres an insulation issue that the parking garage (115+ degrees then) is heating the unit and advised to work with the management. He also recommended we set the ** to 80 and above, because the unit cannot maintain the temperature colder than that. We set it **************** the lobby during the hottest time of the day, but the bill was still high. Our toddler was getting heat rash, and my pregnant wife struggled to breathe. However, the management never replied back for months nor provide any resolution even when **** said she'll work with the corporate.Furthermore, the floor got so hot that the plastic cover of the toybox melted on the floor after just leaving there for an hour (see the attached picture).I didn't ask for much. Since we can't move due to toddler/pregnant wife, I asked for a small rent credit to cover the excessive utility bills for the past and future (remaining terms) months. Please help!

  

  Business Response

  Date: 10/30/2023

  The Community Manager is currently out for an extended period of time and we now have a manager filling in that will be taking on the responsibility of responding to this resident and resolving his concerns. 
  
  
  We have been working with our facilities team to try and find a long term solution to this unique situation of the higher than average temperatures omitting from this residents floor. We recently began installing hard surface flooring to our homes and it seems to have removed a barrier from this home that was helping control the temperatures from the garage located right below.  The team has installed and have continuously ran industrial size exhaust fans right below in the garage and also installed insulation in between the two levels. We understand that this resident is not interested in vacating the home so we are exploring other options, although we are aware that this may ultimately be the only solution here. We are certainly open to reviewing the previous utility bills to see if there is an opportunity to issue an abatement for the increased usage. Because our goal is long term resolution, it is important that we fix the issue before we begin discussions of reimbursement. 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20728418
  
  I am rejecting this response because:

   

  We're expecting a newborn in December, and, with a toddler, moving is not a feasible option.  Please proceed with rent credit/abatement option and let me know if you need more document than what I already submitted.

  
  Lastly, I couldn't mention it due to the character limits, but we were lied to when we first moved in to the unit.  Since the unit is right next to the trash room, I specifically asked if we'd hear any noise from the trash room. The leasing agent ensured that there will be no noise, so we signed the lease. However, we hear noises from trash room every time someone throws trash into the trash chute. We have to play whitenoises 24/7 to help my son to fall asleep. Nontheless, the noise from the trash chute wakes him up all the time.  I also have to wear ear-plugs to fall asleep, and most of time the noise goes through the ear-plugs and white noises. Please take this into a consideration as well.

   

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

  

  Business Response

  Date: 11/17/2023

  We can review a possible rent abatement for increased utility bills once we feel we have resolved the issue. Since the home has hard surface flooring throughout, our lease requires that the residents place down area rugs in 75% of the space. In an effort of good faith, we are willing to provide these rugs at no additional cost, which we believe should assist with the temperature control of the floor. The alternative solution would be to remove the hard surface flooring completely and install padding and carpet. We would like to move forward with providing the area rugs and will be reaching out to go over the selections. Once we have placed the rugs down, we would like a copy of all utility bills dating back to the move-in so that we can determine an appropriate amount to reimburse. 
  In regards to the noisy trash shoot, since this is the first time this has been brought to our attention, we will need some time to look into this further to determine a solution for the resident. It would be most appropriate to discuss these concerns directly, and we will reach out to you for further discussion. 
  
  

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20728418
  
  I am rejecting this response because:

   

  Unfortunately, the provided solutions wouldn't work.  Sure, the rug might keep the apartment unit warmer during the winter months, but it's not going to make the unit cooler during the summer months.  Even if it will make the room cooler, we'll have to drag this issue/concern out for the next 10+ months until the weather gets warmer and cools down. Lastly, due to a toddler and a high-risk pregnant wife (week 35), installing rugs/removing hardfloor isn't an option. My wife is bed-resting for the most of time.
  
  
  Henok, the maintenance service manager at ***************, measured the floor temperatures multiple times during his investigations (more than once!) and confirmed that the heat is coming from the garage due to the insulation issue.  I don't know why the process is getting more complicated when one of your employees confirmed the issue with the unit.  I'm willing to settle the issue with one time abatement for a few hundreds dollars of rent credit to cover the excessive charge.  Please let me know.  Thank you.

   

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