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:10/11/2023

  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.

  I was a renter at one of the properties and was overcharged in moving out fees due to managements error. I was told to give 30 day notice before moving which I did 2 months in advance to *************************** but management seems to misplace stuff so they had changed my move out day 5 days later that what i had done so i was charged an extra 5 days. I was also invoice inaccurate move out fees by ***************** for SODA cleaning $750 was an estimate on the cleaning from the vendor but they were invoiced $500 and had also sent me that fee after they had received the invoice.As for painting over the very few patches that were made, we reached out to the office 3 times in regard to it and was told to paint over any patches with paint that would be provided. They failed to provide us any paint or the exact paint color for us to paint over and said it would be fine and we would not be charged as I was told by *************************** in the office.

  

  Business Response

  Date: 10/16/2023

  I hope you are doing well.  We received your concerns regarding your final statement. Per your lease agreement we do require a written 30 day notice to vacate which was not provided.  I understand you may have stopped by our office earlier than that to discuss moving out, but no written notice was given or submitted online. Our records indicate that you spoke with someone at the renewal center on June 8th, and on June 9th we printed the notice to vacate and had you fill it out.  ************* Manager spoke with you and agreed to back date your notice to June 5th as a customer service gesture, as you indicated you could move out on July 5th. Your original lease expired on July 3rd, so you were only charged 2 additional days. 
  
  
  In regards to your final statement, all invoices for the move out costs were provided to you. These were not additional charges. They were simply for your records to verify the charges on the statement were accurate. To clarify, you were quoted an apartment cleaning charge of $230. However, the invoice ended up coming in a little lower at $215. We credited this $15 to your final statement. Additionally, the floor was left in very poor condition. Rather than charging you for a full replacement, we were able to have the flooring buffed to remove the damage, which came out to $500. In regard to the charges for paint, the walls and baseboards were heavily damaged from a pet. The damage was significantly more than normal wear and tear. I do understand your concerns and frustrations in this matter, but the damages were excessive and the charges are justified. 
  
  
  If you have any additional concerns, you are welcome to reach out directly to the management office. 

  Customer Answer

  Date: 10/26/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  In regards to complaint # ********, vintage apartments stated the floor was damaged but photos of floor damage do not show any damage. It seems that they consider the finish of the vinyl flooring as damage but there is no damage or the floor being shown in poor condition in the photos provided.
  
  Here are some of the images of the damage provided by management
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 10/30/2023

  We disagree with your position. Despite what you may think from the pictures, a very thick layer of grease and debris was left on the floor. The finish was completely worn down, and the flooring in the entire apartment needed to be buffed and sealed. Indeed, we received a separate invoice to clean the flooring in the amount of $500. This remains your responsibility. 
  
  

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20726463
  
  I am rejecting this response because:
  I had communicated with the leasing office that I would like to see a copy of the itemized invoice however they failed to provide that and provided me a copy of their own ledger not the vended cleaning company invoice. 
  I had inquired about the $730 charge for the the **** cleaning and they stated it was an estimate and the actual cost was $500 as shown on the ledger invoice they provided. 
  However they never provided the invoice that showed the cleaning charges of $215 until october 12 and i had requested the full cleaning invoice on july 19. Our lease end date was july 5 and they had failed to provide that information until I made a claim with the BBB. 
  I have attached the original cleaning invoice they sent me and the most recent ones i have not received until 10/12
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/07/2023

  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.

  They will not give you back your deposit and charge you in excess of the deposit for normal wear and tear on walls from living there which is against ******** law. They ignored all my attempts to contact them. I cleaned the unit before I moved out but if you dont clean the inside of the dryer and dishwasher which didnt even need to be cleaned. The unit was dirty when we moved in so I think they are pocketing money at the specific apartment I lived at. Corporate isnt helpful and it makes sense why they have so many lawsuits against them for shady practices. Other people who have lived here said they add creative charges when you move out. Ive never experienced this in my 10 years in renting

  

  Business Response

  Date: 10/25/2023

  This has been resolved directly with the resident. 

  Customer Answer

  Date: 10/25/2023

   
  Complaint: 20708435
  
  I am rejecting this response because:

  You are illegally withholding my deposit for normal wear and tear painting and I cleaned the unit upon move out. I am seeking investigation from my county as many former residents have very similar claims. 
  
  Sincerely,
  
  ****** I

  

  Business Response

  Date: 10/31/2023

  We were immediately responsive to her concerns and provided all the documentation and reasoning for the charges. To settle the matter we agreed to reduce the paint charge. She has since paid the remaining balance and we have credited off the adjustment and her account is at $0.00.

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20708435
  
  I am rejecting this response because:
  The tenant is not supposed to be charged for normal wear and tear painting in the *****************, and I have already confirmed this with the county. I also cleaned the unit (which wasnt clean when I moved in) and they charged me a cleaning fee. The county will be investigating further, and there are others coming forward for an investigation. I am considering contacting local news as well for this shady practice of their creative charges they have imposed on not just me but many others as well.

  ****** 

• Initial Complaint

  Date:09/23/2023

  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 moved into the apartment this June, but unfortunately, we have encountered a series of issues that have left us deeply frustrated and dissatisfied.One of our initial challenges was discovering a dirty dryer upon moving in. We promptly requested maintenance service to address it, only to be informed that a new dryer would be provided. Regrettably, we have yet to receive the promised replacement dryer, as they just told me that it had been erroneously delivered to an incorrect location, and then nobody showed up to address this problem for us.As time has progressed, we have observed a multitude of maintenance issues with various facilities within our apartment, including malfunctioning light bulbs, switches, faucets and so on. Despite submitting service requests for these problems, the response has been inconsistent, with maintenance personnel occasionally making appearances but failing to rectify the issues.Another one is a broken screen door in our living room. While someone did inspect the issue after a two-day wait, we were informed that a replacement rubber part was required. However, despite assurances of a return visit the following day, no one has returned to complete the repair.To compound matters, our water heater recently malfunctioned. The installed leak sensor triggered an alarm in the middle of the night and sent notifications to the property management system. The next day we turned on the shower faucet and were greeted with consistently cold water. We immediately submitted a service request, but as of today, two days have elapsed, and there has been no response! This means we have had no hot water for three days! For these issues, we have showed enough patience, but our expectations for prompt and effective maintenance service haven't been met at all. We request your immediate attention to these matters to ensure that the living conditions in the apartment complex meet the standards we anticipated when we initially moved in.

  

  Business Response

  Date: 10/05/2023

  Hello ***********,
  
  We are sorry to hear you have experienced maintenance issues in your apartment. We strive to make our residents feel at home. We have connected with our onsite team and understand that the items you shared have been addressed and that your water heater was repaired on Monday. We look forward to working to provide you with the best service possible and appreciate the opportunity to help. If you have any further concerns, please reach out to us directly in the management office.

  Customer Answer

  Date: 10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They addressed main problems, and we are satisfied, but we are still waiting for repairing the switches. 
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:09/21/2023

  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.

  For over 1 year now, the building has been unable to address the nearly nightly smell of marijuana smoke in my living room. Despite documentation of the consistent time of the issue, and even the likely sources of the issue, the building has only taken superficial action such as placing a no-smoking sign downstairs - an area where the smoke is not coming from.Further, the building has sent prospective tenants to view my apartment without a building employee present, and further, without giving me any notice that someone would be coming. On Wednesday, September 21st, 2 people tried to enter my apartment with keys provided by the building. When I spoke with the front desk after the incident, they informed me that the building had mistakenly listed my unit as already vacant. The building has very clear electronic documentation that I will not be leaving for over 1 month from now.I have been as measured and lenient as possible but this situation is now a hazard and a liability that is impacting my mental peace. Thinking that strangers may enter my home without notice is unacceptable and possibly illegal.Immediate cessation of visits without adequate (48 hours+) written notice is demanded, and further concession for these cumulative issues is requested. While I respect your right to show my unit, I will turn away any unannounced visits.

  

  Business Response

  Date: 10/12/2023

  Dear **************,
  
  We sincerely apologize for the experience and we truly value your feedback.
  
  Our maintenance team and management have conducted an inspection of your residence, and they did not discover any significant evidence of smoke. The management team has also checked neighboring homes. Pursuant to your lease agreement, we cannot guarantee a completely smoke-free environment. However, we are committed to appropriately investigating your complaints and addressing them when validated. Regular communication is also sent out to our community regarding our smoking policy.
  
  I understand you spoke with the management team regarding the concern with the people outside of your home. As discussed, keys to your home were not given to anyone. A prospective prospect was touring the community and was attempting to view a vacant home. Your apartment home was not listed as vacant, rather, it was marketed for a date that falls after your lease expiration date. We apologize that they mistakenly came to your home. However, please rest assured your keys were not given out to a prospective tenant.
  
  All this said, we will not be accommodating your request regarding November's rent credit. We are happy to cover move-out cleaning fees, and guarantee security deposit returns with no delay. Do keep in mind the utilities are billed in arrears so you will have a final utility bill. We apologize, again, for the experience and appreciate your residency with us. If there's anything we can assist with please let us know.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20635361
  
  I am rejecting this response because:

   

  I appreciate the dialogue. Regarding the smoke in the apartment and your team's lack of finding of significant evidence - this is because the inspection happened during hours in which the problem does not occur. The problem is consistently at night, during hours in which your management team are unavailable for inspection. Regarding this, I acknowledge that your team may be unable to guarantee a smoke free environment, though contend that the persistent smell affected my unhindered enjoyment of my living room. As an asthmatic, I must reiterate that point. 

  Regarding people attempting to enter my apartment: this is inconsistent with the actual events and what your onsite management team acknowledged. First. My apartment should not have been available for viewing for at least 30 days prior to my last day, as per the lease. You may list, but not show the apartment during that period. The prospective renters said they were specifically directed to my apartment and had a set of "realtor" keys according to onsite staff. While these keys are unable to open my door, they were directed to my apartment by staff and provided keys. While it may be unintentional, this is fact. They were not at the wrong unit. It was very specifically mine. They were literally attempting to open my door with keys. You cannot dispute that.

  Given your repeated mischaracterization of events, I am rejecting your response.

  I appreciate the coverage of move out and cleaning fees, but would reiterate a request that you cover the November rent. It's ~$700. A reasonable ask.

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

  

  Business Response

  Date: 10/16/2023

  We continue to disagree with your position. Again, we've acted reasonably as landlord to address the smoking concerns you've raised. We are also not denying that someone went to your apartment. We are simply stating that they went to the wrong apartment. We will reach out to you directly to discuss your demands. 
  
  

• Initial Complaint

  Date:09/13/2023

  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 am currently a tenant with Equity Residential, and my lease is set to expire on October 9, 2023. According to my lease agreement, I am required to provide a two-month notice if I intend to terminate the lease.Towards the end of July, I received a renewal offer from Equity Residential, which proposed a substantial 27% increase in my rent. This increase appeared to me to be in violation of ********** law, particularly under the definition of an unconscionable increase. To provide some context, their offer amounted to $4,954, while my exact unit is listed on their website for $4,541 right now.In response to this offer, I contacted them and communicated my refusal. After some negotiation, they eventually sent me a revised offer on August 18, lowering the rent to $4,283, which I found acceptable. However, there were certain provisions related to early termination that needed clarification.These provisions was assigned to a different team, which resulted in delays. Once done, I requested to proceed with the agreed-upon rent of $4,283. To my surprise, I was informed that this offer had expired.On August 30, they sent me yet revised offer, this time for $4,447. I promptly declined this offer on the same day and communicated my decision not to renew the lease.A few days later, my account showed an unexpected charge of $2,388 in insufficient notice fees for a period of 19 days. It is important to note that, in order for a rent increase notice to be valid, the landlord is required to terminate the lease and provide notices to quit. This means the landlord must give the tenant the option to either vacate the premises or accept the increased rent. A change in rent constitutes a change in the previously agreed-upon lease terms during renewal, and the landlord cannot compel a tenant to sign a higher lease or impose consequences for insufficient notice in this context.

  

  Business Response

  Date: 09/27/2023

  The current household in **** received their renewal offer on 7/25/2023 as their current lease expires 10/11/2023. As outlined in the renewal offer and lease agreement, we require a 60 day notice, in writing, if the household intends to vacate upon their expiration. All tenants are given options to renew their lease ranging from 12 - 3 months or roll into a month to month lease after their expiration. All rates presented are determined by market conditions, which include the surrounding neighborhood, current inventory, occupancy and demand. 
  
  
  According to our communication log, our centralized renewal team presented a negotiated offer on 8/18 that has a set expiration of 8/21. It was not until 8/21 that the household requested to change the term and conditions of our early termination provision, that would absolve him of financial responsibility for the duration of their term. We promptly responded and denied the request as we do not make alterations to our lease agreements. 
  
  
  Between 8/24 - 8/30. We have logged records of the tenants requesting alternative shorter term lease options with revised rates. On 8/29 the tenant provided a written record that he was actively in discussion with the EQR renewal team for unit ****, but he wanted to propose an alternative option for us to consider; Transferring into a smaller unit type for a short term period.
  
  
  The following day on 8/30, our team confirmed there was no movement on negotiating rates for any short term lease, so the tenant reverted back to a 12 month renewal option and requested to honor the negotiated rate that was presented two weeks prior. Since the offer has already expired, we are advised to resubmit a negotiation as market conditions are subject to change.  At this time, the market showed limited availability and the market for his apartment was higher than the weeks prior and we're not inclined to reduce the rate further. 
  
  
  On 8/30 the resident decided to vacate and provided written notice of their intent to vacate upon expiration. Since we require a 60 day notice to vacate, the resident is being charged insufficient notice for the number of days they are late. 
  
  
  All this said, we have determined that we would be willing to honor the rate of $4,2843 if Mr. Umrethwala wishes to remain in occupancy and renew his lease with us.  We hope that this brings this matter satisfactory resolution.  Thank you.

  Customer Answer

  Date: 09/27/2023

  Re: Complaint: 20599558
  
  I would like to address specific concerns arising from your response. The offer, dated 8/18 (a Friday), expired on 8/21 (the following Monday), allowing just one business day to review the entire lease agreement, is this standard practice or includes was this a specific instance targeted towards our household?

  Additionally, it is noted that my search for options involved multiple teams: the central team, responsible for determining new rent; the building experience manager, who clarified early termination provisions; and the building leasing team, managing internal transfer. It seems that the expectation was for the lease to be reviewed, and my inquiries (communicated to the central team before sending the lease) to be answered within a single business day. Consequently, due to my inability to respond within that timeframe, the rent was increased. only choices presented were to either accept the increased rent or pay insufficient notice fees for the entire period.
  
  I would appreciate a simple response (YES/NO), to the following notices one at a time:
  
  1. In my initial calls and subsequent email correspondence regarding the July 25 rent increase of $4,954 per month, I explicitly mentioned that the rent increase was unconscionable under ** rent law and I refused to pay the increase. Is that clear and undisputed, that I believe the rent increase is unconscionable? (YES/NO)

  2. The August 18 notice to increase rent for $4,286 per month, was accepted by me verbally subject to understanding the early termination lease provisions. I was given one business day to sign the lease. I did not, eventually after reviewing all my option I asked for the same rate on August 28, however the rate was expired. Is that clear and undisputed? (YES/NO)

  3. Under ** law, every rent increase notice must be accompanied by a notice to quit. I received a notice to quit for the July 25 rent increase. My assumption was that the rent increase notice I received on August 30, 2023, for $4,447 per month (an increase from my current rent of $3,897 per month), as well as the revised rent notice sent on August 18, 2023, for the upcoming year at $4,286 per month, also included a notice to quit. Did the rent increase notice on August 30, 2023, also serve as a notice to quit? (YES/NO)
  
  I've repeatedly asked the third question to the Area Sales Manager on multiple occasions (Sep 13, Sep 14, Sep 15, Sep 20, and Sep 25) without receiving a clear response. Based the Area Sales Manager's responses, I have interpreted that ONLY the notice of rent increase on 7/25/2023 included a notice to quit, and subsequent rent increase notices did not comply with **************** law, as they lacked the required notice to quit.
  

  Some reference:

  Unconscionable rent increase: Under the Anti-Eviction Act, a landlord cannot make you pay an increase in rent that is so large that it is unconscionable, meaning that it is extremely harsh or so unreasonable as to be shocking. Cite: N.J.S.A. 2A:18-61.1(f). If you believe that the rent increase your landlord is asking for *** be unconscionable, you can refuse to pay the increase. Your landlord can then take you to court to try to evict you for nonpayment of the rent increase. The burden of proof is on the landlord to show that the rent increase is fair and not unconscionable. Cite: Fromet Properties, **** ************, 294 **** Super. 601 (App. Div. 1996).

  Regarding the request to honor the rent of $4,286, kindly provide a valid notice.
  

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

  

  Business Response

  Date: 10/06/2023

  Our decision to negotiate your offer and to put a timeframe around that offer was not unlawful or unreasonable.  It is common practice to put a deadline around the acceptance of a negotiated offer in almost all negotiation contexts.  We understand that you were not happy with the deadline you were given.
  
  
  We disagree that your initial offer was "unconscionable" as defined under ********** law.  As explained, it was in line with other pricing throughout the area and reflected the conditions of the current market.  
  
  
  Your initial notice of rent increase and notice to quit was delivered timely and consistent with ********** law.  All subsequent negotiation conversations and offers are not required to contain a "new" notice to quit to be effective.  We are quite confident that a judge would agree with that position.  Your most recent offer contained in our response to the BBB, still remains open.  If you would like to accept this offer, please let us know and we can send you a lease at the rate of  $4,2843 for signature.  Thank you.

  Customer Answer

  Date: 10/06/2023

  I appreciate your response; however, I would like to seek clarification on several specific inquiries that were not addressed in your previous message:

  1. Is it customary within industry practices to allocate "one business day" for reviewing the entire lease agreement? My query pertains to standard procedures rather than legal implications.
  
  2. My concern is not about your personal opinion on the rent's conscionability, as that determination is reserved for the court. Could you confirm whether my communications have effectively conveyed my belief regarding the unconscionable nature of the proposed rent?

  3. Regarding the allotted one business day to respond to the lease, the information in your prior message seems clear. There is no need for further confirmation on this matter.

  4. Lastly, regarding the notice received on 8/30 pertaining to the rent increase, negotiated offer, or whatever term you may use to describe the communication, could you confirm if it contained a notice to quit? In simpler terms, did the communication had implied indication to vacate the premises if rent increased was not acceptable, YES or NO? 
  

  If it did not, kindly confirm NO. Additionally, I would refraining from expressing your personal opinion on how the court might decide, as that wasn't the focus of the original question. Unless you have any court citation similar to this case, I would be happy to look at it. 

  *********************************

• Initial Complaint

  Date:09/09/2023

  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.

  We moved out of ************** on Aug. 20, and although we left our apartment in a clean and well-maintained condition, we were charged $185 (from the $200 security deposit) for cleaning the apartment. We have been in contact with our leasing office about this since last week (emails can be provided), and they have said that "the security deposit always goes towards the cleaning of the apartment no matter the condition it was left in." This cleaning fee was not mentioned in the lease document or any move-in or move-out documents. We were given the option to select "easy clean" at move-out and have our apartment cleaned for us, but we did not opt in, so we should not have been charged a cleaning fee. We would like our security deposit refunded (utilities may be subtracted), as per our lease document. Although it seems standard for management to require professional cleaning between residents, it is a violation of the leasing contract and unprofessional to make it seem that residents can make their own arrangements for cleaning the apartment, and then charging a cleaning fee anyway after we move out.

  

  Business Response

  Date: 10/04/2023

  Hello, We truly apologize for any misunderstandings regarding our move out costs. Our Community Manager, reviewed your account and  communication with the Team and agrees there could have been more clear communication on our end regarding the easy move option vs. the charges you can still occur after move out.  Typically, residents can avoid charges if the apartment is given back in ready to rent condition. However, we do believe that a credit for the cleaning and carpet cleaning is warranted and you will see a revised final statement within 2 business days.

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20579113
  
  I am rejecting this response because:
  Good morning,
  
  I am writing to follow up and provide additional information regarding the refund of my security deposit from **************. 
  
  A cleaning fee of $185 was credited to my resident portal on 10/6/2023, as per the response from the management received on 10/04/2023. However, there is an outstanding balance of $96.55 from my initial $200 security deposit. Per the lease agreement, the security deposit can be used to cover my remaining utilities, totaling $101.34. This should leave me with a remaining balance of $95.66.
  
  As of 10/12/2023, I have neither received a payment nor a physical check for the $95.66 remaining balance. Moreover, my resident portal account statement has been zeroed out, without any accompanying communication or documentation explaining the status of these funds. 
  
  To provide further clarity on this matter, I have attached a screenshot of my resident portal. This screenshot shows that the $185 cleaning fee was subtracted from my final balance, as per the management's response. However, the $95.66, which is due to me, was added to my final balance, resulting in a net zero balance on my statement. 
  
  I request that my complaint to Equity Residential is reopened, as the refund of the $95.66 balance is crucial to bring this matter to a fair conclusion. 
  
  Regards,
  *********************
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/16/2023

  Thank you for your response. To clarify, the $95.66 is currently in the process of being refunded to you. You will see on the portal that your balance is currently $0.00. Thank you.
  
  
  

  Customer Answer

  Date: 10/18/2023

   
  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:09/08/2023

  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.

  I was a cosignatory for an apartment rental for my son. He rented it from this company at their location in **: ******************. ************* *****.. He was there for 2-3 years and was never late in rent payment and there were no complaints against him.. He finished his rent contract upon graduation from college at the end of May 2023. There was a $71 charge on his account that he questioned. The onsite management was aware of this question and advised him that she will get back to him. So the $71 was not paid pending her contacting the corporate offices. I have all the emails between my son and her. At 30 days from the move out, I received credit alerts about a delinquent account on my credit profile and shortly after, calls started coming in (plus mailings) from a collections agency. When he inquired with the leasing office as to why this happened, he was told "they got too busy". The $71 was paid eventhough we never heard back from the company about the dispute. However, my credit score took a 170 point drop as a result. I have ************************* referral on my record that will stay there for 7 years. In over 30 years of paying my own bills, I had never had a blemish my credit record and this company ruined it. The norm is to communicate back and forth and give 90 day days at least before referral to collections and reporting to credit agencies such as TU/Equifax/Experian. They did it on day 30. This will now affect me from getting favorable rates on loans or other purchases requiring credit checks. Very upset to say the least. Also I did send a contact to their regional office in ** and never heard back either. Also the first payment via **** of America billpay was rejected since Equity had closed the account. So had to send a manual check to the leasing office directly and that event plus their internal delays , prolonged this situation.

  

  Business Response

  Date: 10/03/2023

  The charge that the Resident had a question on his account about was for the final utilities. Unfortunately, due to how the billing is processed for RUBS (they are billed a month to a month and a half in arrears) the Resident thought he was being double charged for his final utilities when he was not. This was in fact explained to him via a phone call when he first vacated in which he did not agree that the charges were correct. The Resident requested numerous follow *** when it was told that he did in fact owe that amount. We apologize that our on site Team was not able to immediately assist him due to the ******* being the busiest time of year in our community. By the payment was finally submitted, the account had already been turned over to a third party collection agency. They payment was forwarded to them. The account was reported accurately and no updates will be made. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20576856
  
  I am rejecting this response because: they did not address two main questions

   

  1) lack of response by their onsite management office. The 'busy summer response' is not acceptable. The office sent an email to my son on June 16th indicating that she will get back to him. That never happened. She also did not respond to his subsequent email of June 22. There were also no replies to my phone calls and messages until July 19th.. These are unacceptable and their lack of response is fully responsible for damaging my credit report. 

   

  2) reporting to collections and more importantly, credit bureaus on the 31st day is also unheard of. Typically 90 days is the norm. I was told by the management office that this is due to Covid and corporate recuperation from losses suffered during that time from delayed rents etc... Again, does not answer their nonreponsiveness to our written and telephone inquiries

   

  As far as I am concerned, 2400M is not taking responsibility for their onsite management gaffe and do not seem interested in looking into this as a business should. So my complaint stands and I expect at minimum an admission to their error and bad business practice that has led to my credit report damage. 
  
  Sincerely,
  
  *********************, MD

  

  Business Response

  Date: 10/11/2023

  This is not an amount that was "turned over" to a collection agency to collect on, it was a past due amount, related to the final RUBS billing, which was reported as delinquent. This amount was included on the final SODA and was available to pay on the portal. As you may be aware, Equity Residential reports rental payments using TransUnion Resident Credit. TransUnion reports your rent payments as an open tradeline on your credit report. Each month, your payment will be reported - giving you an opportunity to develop a payment pattern showing your monthly rent payment history. Because the payment was not paid timely, the amount was reported as delinquent. We trust this resolves your concerns, but please do not hesitate to reach out with any additional questions or concerns.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20576856
  
  I am rejecting this response because:

  1) No idea what RUBS and SODA mean

  2) I checked Transunion report and it shows COL or collections under EQUITY  section for July and September and that it stays till **** or so. 

  3) EQUITY is not addressing the main issue which is lack of response by its staff at the building management to written emails inquiring about the disputed amount and then blaming summer season. So the tenant thinks the questioned amount  is being looked at and there will be a reply coming soon. Not that it will get reported to TU as a delinquent account. 

  The onsite management dropped the ball and the company is not taking ownership. So as far as I am concerned, the issue has not been addressed. 

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

• Initial Complaint

  Date:09/05/2023

  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.

  In 2021 I noticed derogatory information on my credit report and some inquiries, and accounts were opened in my name, at the time I called each credit bureaus, and I was able to get these accounts off not knowing that was just the beginning, eventually I was advised to investigate, filed an identity theft report and I was able to successfully get them taken off by the collection agency after they did their investigation and realized that someone else used my information, however equity residential decided it was wise for them to leave the account as a charge off on my credit report, I recently was in an accident that totaled my car and I started the process of getting a preapproval from my credit union, the loan was approved but for a very high-interest rate, so I requested information on why the APR was so high and I was told I have a charge off/collection account on my credit report from EQUITY/CENTRE CLUB, I called Transunion to find out and they suggested I reach out to the business, I searched for them using the address on my credit file and the number they have on their page hasn't been going through. I'm at the point of suing this company if this false report is not permanently deleted.

  

  Business Response

  Date: 10/02/2023

  Dear, ***************************,

  
  Thank you very much for your email and for bringing this to our attention. Customer satisfaction
  is our top priority and we would love the opportunity to demonstrate this to you. Please allow me
  to summarize your concern. I understand that you are dealing with a balance collection/charge
  off showing on your credit as a result of fraud. We are so sorry to hear this occurred to you. Let's
  see if we can work together and help remedy this situation.

  
  Your account was flagged as a potential fraud matter however we will still report this balance
  unless you have proof that a Police Report was made and the report shows that you were a
  victim of fraud. Can you please provide us with a police report?

  
  Once we receive these documents we will forward them to the correct department for further
  investigation and determination.

  
  I hope this information helps and we look forward to hearing from you soon.
  Please let us know if you have any further questions or concerns. You can reach me at
  ************

  
  Sincerely,
  ***********************
  *********** Manager

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20557420

  I am rejecting this response because: 

  When I found out about the accounts that were opened in my name, I made efforts to file a police report, the ******* ***************** where I live stated I can only file the report in **********, I went online to file but was unable to, so I called ***************** in ********** and I was told I would have to come in physically to file an identity theft report, after further research I was prompted to file a report on identitytheft.gov and to also put a fraud alert on my account, pls send me an email to ********************* Ill forward the report to you.
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/04/2023

  We will reach out to the individual directly in an attempt to resolve this issue. 

• Initial Complaint

  Date:09/01/2023

  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.

  One june 1st, , i have reached out to Equity inquiring about finanicial implications to break my rental lease due to my wife's high risk pregnancy. Equity told me that they would reduce the settelement to 1 month's rent due to my wife's medical condition, and if the property is rented, i would only be liable for the days the property remains vacant. I asked them to provide me with a revised notice to vacate refelcting that conversation, but Equity deliberatly stalled for more than a month getting me that notice until the point which I belive she had found a new tenant. ********, engaging in bad faith negotiations to maximize their profit.I vacated the property on 7/31, the new tenant occupied the property 8/4. I offered to pay for the 3 days the property remained vacant but Equity declined and insits that I owe an additional month of rent. Please note that I have paid all my balance in full for every single rent payment. This is just an additional 1 month rent that Equity is unjustly charging me for. Per state law, if a new tenant is found, I should not owe an entire full month for breaking a lease. I demand adjustment of billing to remove unjustified charges

  

  Business Response

  Date: 09/28/2023

  As you are aware, you notified us in May that you were needing to vacate the community due to your wife being pregnant and needing more space, which would require you to terminate your lease prior to its expiration date. We inquired as to whether you might be interested in an onsite transfer. However, you declined this option.
  
  We then informed you of your options to terminate your lease early, which included paying rent until the apartment was reoccupied or until the lease term expired, whichever came first, or, alternatively, by paying a settlement amount equal to two months rent, and you would be relieved of all obligations associated with rent beyond your vacate date. We discussed how the process would work if you chose to pay rent until reoccupied and that all obligations to rent would cease if you chose to pay the settlement amount. We provided you with the paperwork, which documented all obligations for either option. Ultimately, you chose to pay the settlement amount. At no point in time did we ever give any guarantees other than confirming your rent obligations would cease beyond your vacate date if you paid the settlement amount. However, we were very clear regarding your obligations, regardless of which option you chose.
  
  You then inquired about reducing the settlement amount due to your wifes high risk pregnancy. We advised you if you were asking for reasonable accommodations, we may be able to waive the settlement amount. However, the paperwork you submitted did not confirm that it was necessary for your wife to vacate for this reason. We then provided you with our request packet, but you indicated her provider would probably not complete it. We were simply looking for confirmation that it was necessary for her to vacate due to the high risk pregnancy, which may or may not be considered a temporary disability. We deny any delay tactics, as we were, in fact, trying to assist you, given the additional details provided to us. In any event, we did, in fact, agree to reduce the settlement amount to one months rent as a customer service gesture.
  
  As stated in the notice of intent to vacate form, which you signed, this agreement is irrevocable. You do not have the option of choosing the settlement amount and then later asking to pay rent until re-rented. Similarly, had the apartment not been re-rented, we would not be able to later go back and hold you to the additional rent. Either option is a risk. Furthermore, we deny any fraudulent actions. Again, this was a settlement option, which you had no obligation to agree to. You chose to enter into this agreement.
  
  

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20552552
  
  I am rejecting this response because:
  
  Fraudulent claims from Equity Residential. Your property manager told me if the apartment was re-rented, I will not be liable for any additional settlement (oral contract). Your property manager also stalled and stalled for a month and a half until she found a tenant before sending over a settlement contract (bad faith negotiation). Lastly, you should refrain from discussing my wifes medical condition in an online form. You are not authorised to discuss her health conditions by any means. 
  
  

  

  Business Response

  Date: 10/04/2023

  We regret to hear you disagree, but it appears we're at an impasse. We disagree with your allegations, and our position remains unchanged. Please accept our sincere apologies for our oversight on your wife's medical condition. 

• Initial Complaint

  Date:08/28/2023

  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.

  I was a resident at ******************** (operated by Equity Apartments) until Aug 4th, 2023 in Apt 720. During move-out inspections, I was given charges on cleaning and painting. A move-out fee of $261.12 was deducted from my security deposit. After reviewing the itemized charges and supporting photos, I have concerns that warrant discussion.1. Fridge Dust and Wall Marks: The $125 fee for minimal fridge dust seems excessive. The wall marks are typical wear and tear, not requiring such charges.2. Painting Responsibility: Minor scuffs are normal wear and tear, and repainting is usually the property's responsibility. Having paid a non-refundable $500 move-in fee, which is intended to cover basic maintenance projects including paint touch-*** and apartment upgrades such as appliances, I kindly request the reconsideration of the $136.1 repainting charge after moving out.3. Fridge Dent - Pre-existing: The fridge dent existed upon move-in, noted during inspection. I have photo evidence. A charge for this pre-existing dent surprises me.Attached are photos of move-out day taken by me and the inspection file provided by the apartment, highlighting discrepancies in charged items. Despite previous communication, the charges totaling $261.12 remain unchanged. I would like a fair review and removal of these charges.

  

  Business Response

  Date: 10/02/2023

  Upon review of the resident's account, there were charges of $125 assessed for cleaning and $136.12 assessed for painting damages. The apartment was not cleaned upon move out as required; additionally, the painting damages were beyond normal wear and tear. We did not charge the resident for the dented fridge as it was noted upon the resident's move in.