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

  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:08/27/2023

  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.

  Applied for Eleve Skylofts in ********, **. Was asked by this company to pay a bond/broker fee to insure that if we missed payments The Guarantor would cover it and deal with us to recoup any money. So why were we still denied?! There was NO risk to Equity Residential. This person was horrible to deal with. Never answered her calls or returned calls. ************************* Application Processing Specialist ************ Office My bankruptcy attorney said this was blatant discrimination.,

  

  Business Response

  Date: 09/29/2023

  
  After reviewing the application with our team, it was determined that the application was cancelled due to an open, unsettled bankruptcy. We maintain that we are within our rights to deny an application for this reason. 
  
  
  
  

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20528333
  
  I am rejecting this response because: no where was that on anything. My attorney stated that its blatant discrimination especially since my Chapter 13 bankruptcy NEVER included any rents owed. I have great rental history. Just covering your discriminatory a** is all youre trying to do! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/19/2023

  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.

  Wednesday 8/16 email was sent in regards to water leaking into a light and pooling. Office emailed me Thursday and called me that maintenance was heading over they never showed up. I also gave availability for Friday and they never showed up. I work a job that needs confidentiality and thats why we correspond with times. 8/19 call the emergency maintenance line and the tech called after entering saying he could not do anything as it was not emergency. He then was disrespectful and tried to talk down to me. My ceiling is wet, I have water pooling in a light and a water **** and now cracks in the ceiling. This was also an issue a year ago that was supposedly fixed. Water in a light source is an emergency for many reasons. I also saw they closed out the maintenance ticket without every coming. The working relationship with property team has a history due to many mishaps on their end. This mishap is dangerous and negligent. Tech stated he would not do anything because its not a water flowing out situation

  

  Business Response

  Date: 08/28/2023

  Thank you for sharing these concerns. A service request for a stained ceiling was received on August 17,
  2023. Our service technician responded to the request that day and closed the request with a note the
  technician checked inside a dome light and everything was dry. He also checked around the ceiling and
  found no water. He did, however, inspect the upstairs unit and made repairs to their tub.
  On August 18, 2023, the Community Manager received two emails after office hours from ***** stating
  that no one came to her apartment, that the issue was not repaired, and shared her frustrations. On
  August 19, 2023, ***** placed an emergency service request for water leaking through the ceiling. ************** Service Technician was already onsite for another emergency and went to inspect the leak. He
  confirmed that it was not an active leak and informed ******************** that our team would be able to resolve
  the matter on Monday as he was currently working on an emergency in another apartment.
  On Monday, August 21, the Community Manager reviewed the email communication from ******************** in
  regards to her frustration with this scenario. Upon further review, the initial service request from 8/17/23
  was not completed properly as the Technician had inspected the bathroom light, not the hallway light.
  While there is no proof that the technician went to the home, the resident claims he had not. The CM
  discussed with ******************** plans to resolve this repair, and for the future to ensure she is comfortable
  with our team completing work in her home. The Service Manager inspected and completed the repair as
  needed on August 25 and confirmed that the two technicians involved will not complete work in her home
  in the future unless they are on-call during an emergency request.
  We have had open communication with ********************, and after our Service Managers visit on August 25,
  and she was satisfied with the next steps that will be taken and our attention to ensuring she is satisfied
  with our team and response moving forward.

  Customer Answer

  Date: 08/29/2023

   
  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:08/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented here for two years and for two years I had no access to the call box and no explanation or resolution to this problem after moving out. I recently had a derogatory report on my credit score for a charge off but never any compensation for an amenity that I was never given access to..no a great place to live of your handicap or sick and unable to allow anyone in to care for you.

  

  Business Response

  Date: 08/28/2023

  We disagree with these allegations and have reached out to the individual directly in an attempt to obtain further information and resolve this matter.

• Initial Complaint

  Date:08/11/2023

  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 write to raise several critical concerns about the apartment I rented at **********************. The concerns are:1) condition of the apartment upon move-in 2) unjustified move-out charges 3) violation of guidelines set forth by the ********** ********** of *********** (CDRE).Upon my initial move-in, I found that the apartment was not adequately cleaned, and the carpet was worn out. I was compelled to delay my move-in date by a day for cleaning services, causing unnecessary inconvenience. Within a week of moving in, the maintenance tech evaluated the carpet and determined that it needed replacement, leading to more hassle of moving my belongings back and forth.Despite maintaining the apartment well, I was charged $700 for painting and $480 for cleaning upon move-out. The apartment was not painted or professionally cleaned as promised, and I have move-in as well as move-out photos as evidence to support this claim. These photos can be compared to illustrate that I handed over the apartment to the landlord in the same condition I received it while moving in. These charges are also in clear violation of the guidelines set by the ***** which dictate that there should be no deduction for repainting walls if the tenant's stay is longer than 2 years irrespective of the condition of the walls at move out. Also, painting and cleaning charges were significantly higher than their estimates.I expect the following:1) Compensation for the lost rental days during the move-in process, which was caused by the apartment's subpar condition and the subsequent need for additional cleaning and carpet replacement. 2) Full refund of my security deposit ($600) and the cancellation of all move-out charges ($1180), as they are unjustified and clearly violate guidelines set by the CDRE.Supporting documentation:1) Photographs 2) Email communication with landlord (showing no proper resolution with very delayed responses)3) Landlord estimates and invoices 4) CDRE guidelines

  

  Business Response

  Date: 08/28/2023

  Good Afternoon ****** & ******, 
  Thank you for sharing your feedback. Prior to your move-in date, the apartment received a full paint, carpet clean and cleaning of the home.  Upon your move-in, the team received notification that the carpet was not to your satisfaction. As a courtesy, the carpet was replaced. 
  The estimate of cleaning was provided on March 21, 2023 by email when notice was provided and at the pre move out inspection. The pre-move-out inspection was completed on April 4. 
  
  The pre move out inspection states: 
  Resident agrees that, based on visual inspection of the Premises, this is an accurate account of the condition of the Premises at the pre move out inspection. From the time of the move-out inspection until the termination of the tenancy, Resident may remedy the deficiencies identified in the pre move-out inspection, in a manner consistent with the rights and obligation of the parties under the Lease, in order to avoid deductions for such deficiencies from the Security Deposit.
  The photos taken upon move-out of the home are available on the resident portal. These do show evidence that the home was not cleaned, the carpet containing stains and paint needed on the walls of the home. When I personally met with you at City Gate I provided copies of each statement as well as photos of the wear and tear of the home.
  All this said, we deny that we have improperly assessed any charges to your deposit. Nevertheless, we will agree to waive $885.00 in damages, leaving you with a deposit refund of $95.54. 
  We thank you for being our resident at **********************. Please let our team know if you have any questions.
  
  

  Customer Answer

  Date: 09/07/2023

  Complaint: 20456876
  
  I am rejecting this response because: 

  Hello,

  
  

  Thank you very much for your service! Thanks to the complaint I lodged on your website, I was able to reach a partial resolution with the business.

  
  

  Per my discussion over the phone with a representative, I was asked to compile my response to the business via this email, since I was unable to respond on the website on time. There is still some resolution remaining, in the form of a refund, that the business needs to provide. 

  
  Following is my response to the business for the same:
  

  
  

  """ I want to express my appreciation for your prompt response and for addressing some of the concerns I raised regarding my tenancy at **********************. It's encouraging to see that you have agreed to waive the painting charges, which I consider a significant step toward resolving this matter.
  
  However, I would like to clarify a few points regarding the cleaning fees. The original estimate for cleaning fees, as documented in the estimate provided on March 21, 2023, was $195. Yet, I was charged $295 for cleaning upon move-out. This amounts to a discrepancy of $100 (approximately 50%) above the original estimate.
  
  Please apply the original estimate for cleaning fees, as provided in the document attached to my original message and refund the additional $100. This adjustment would bring the charges in line with the agreed-upon estimate and ensure a fair and equitable resolution.
  
  Additionally, I would appreciate some clarification regarding the deposit refund process. I would like to understand how the refund will be made and the expected timeframe for its completion.
  
  I look forward to your response and the finalization of these adjustments.
  
  Thank you! """
  

  
  

  Thanks and Regards,

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

  
  Sincerely,
  
  *******************************;    

  

  Business Response

  Date: 10/02/2023

  Good Afternoon Harish & ******, 
  Thank you for sharing your feedback and for your questions
  The original estimate for cleaning fees, as documented in the estimate provided on March 21, 2023, was $195. You were charged $295 for cleaning upon move-out. We have made the $100.00 adjustment as an equitable resolution, leaving you with a deposit refund of $195.54. 
  
  
  The refund has been processed. You will receive a check within 21 days from today. 
  
  
  We thank you for being our resident at **********************. Please let our team know if you have any questions.
  
  

  Customer Answer

  Date: 11/02/2023

  Complaint: 20456876
  
  I am rejecting this response because: Hello, I have received the refunds I had requested from Equity Residential. However, I recently noticed that an account is still open on my credit report with a $0 balance. I request them to close this account since all balances have been settled. I have attached a copy of the relevant portion from my credit report for your reference. Please help me get the account closed on my credit report with Equity Residential and also please reply at the earliest. Thank you!
  
  Sincerely,
  
  *******************************; 

  

  Business Response

  Date: 11/13/2023

  We are unable to remove this. However, please rest assured this is not negative reporting from **. Equity Residential does report rental payments using TransUnion Resident Credit. This program can help residents build and strengthen their credit. TransUnion will report 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. All balances have been paid and there is no negative **** on your report for any unpaid balances. 
  
  

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20456876
  
  I am rejecting this response because: From your reply it seems that you have mistaken that I'm still a resident of ********************** managed by Equity Residential. It has been more than 7 months since I moved out of my apartment at ***************************. I had filed this complaint for a security deposit dispute post my move out. As the dispute has been resolved and I'm no more a resident of ***************************, I'm requesting you to close the open account on my credit report. Please reply as soon as possible after closing the account.
  

  Thank you!
  
  Sincerely,
  ***************************************

• Initial Complaint

  Date:08/04/2023

  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.

  To the BBB,I urgently bring to your attention the unprofessional actions of Equity Residential, which have severely impacted my financial credibility.Situation Outline:Tenant Track Record: I was an impeccable tenant at Equity Residential's *********** location from 2016 to 2020.Overlooked Payment: I paid my final rent check with Check #**** in November 2020. Bafflingly, this wasn't processed by them.Communication Gap: No communication about payment issues was received from Equity Residential between November 2020 to 2023.Unjustified Collections: Suddenly, the dormant balance was forwarded to collections without prior notice.Failed Resolutions: I disputed the collection agency's claim, but it still resulted in a derogatory **** on my credit. Despite repeated attempts to pay the balance directly, Equity Residential has not only been unhelpful but has also declined to rectify this, despite admitting they can.Credit Damage: My stellar credit score of 818 plummeted to 661 due to this fiasco, jeopardizing my financial future for the next seven years and impacting my ability to purchase a home for my family.Equity Residential's evident lack of communication and accountability has brought about these distressing circumstances. Their inaction speaks volumes, impacting not just housing but broader aspects of my life.I earnestly request the BBB's intervention to have the derogatory **** removed from my credit report. Equity Residential's negligence should not be allowed to unfairly punish past tenants or potentially jeopardize others.Trusting in the BBB's commitment to justice and swift resolution.****,***************************

  

  Business Response

  Date: 08/25/2023

  We're sorry to hear of your concerns. However, as we've shared with you on several occasions, we reviewed your account and confirmed that we did not receive any payments as you claim you made. We also deny that there was no communication regarding this balance, as our records verify there was plenty of communication sent regarding the balance being due prior to your account being sent to collections. We are unable to verify any type of error on our end, and, as such, we see no obligation to remove any credit reporting associated with your account. We have also confirmed that you will need to work with the collection agency regarding this balance, as we never received payment on our end. Though, we did receive a payment recently, which was forwarded to FCO. Unfortunately, they were unable to process the payment and, therefore, the balance is still outstanding. Please contact FCO to make the proper payment. 
  
  

  Customer Answer

  Date: 08/25/2023

  Complaint #******** - Rejection
  
  I am disappointed by Equity Residential's inadequate response regarding my complaint. I am rejecting this response because they have failed to provide any evidence to support their claims or justify their negligent handling of my account.
  
  Firstly, Equity Residential states they "reviewed" my account yet provide no documentation of this supposed review. I maintain Check #**** was submitted on 11/10/2020 to settle my final rent payment. Equity Residential has not furnished any proof that this check was not received or that they contacted me about any outstanding balance prior to sending the account to collections in 2023.
  
  Furthermore, I deny Equity Residential's assertion that there was "plenty of communication" about the balance being due. If this was the case, why did they wait almost 3 years to send it to collections? Logically, any outstanding rent would have been communicated immediately. I have records of all communication with Equity Residential and there are absolutely no attempts to contact me regarding overdue rent between November 2020 and Summer 2023.
  
  By failing to provide evidence and waiting years to address this supposed balance, Equity Residential violated fair business practices. Their negligence severely damaged my credit rating. I should not be penalized for their lack of diligence. As the distressed party, I politely but firmly insist Equity Residential demonstrate proof of their claims or remove the unjustified derogatory **** from my credit report. The onus is on them to substantiate their assertions, not just make empty statements.
  
  I hope the BBB can compel Equity Residential to take accountability and resolve this properly. Let me know if any additional information from my end would aid the investigation into their unacceptable business conduct.

  

  Business Response

  Date: 09/11/2023

  We're sorry to hear of your concerns. However, as we've shared with you on several occasions, we reviewed your account and confirmed that we did not receive any payments as you claim you made. We also deny that there was no communication regarding this balance, as our records verify there was plenty of communication sent regarding the balance being due prior to your account being sent to collections. We are unable to verify any type of error on our end, and, as such, we see no obligation to remove any credit reporting associated with your account. We have also confirmed that you will need to work with the collection agency regarding this balance, as we never received payment on our end. Though, we did receive a payment recently, which was forwarded to FCO. Unfortunately, they were unable to process the payment and, therefore, the balance is still outstanding. Please contact FCO to make the proper payment. 
  
  

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20425691
  
  I am rejecting this response because:
  
  This is not a sufficient response. They simply copied and pasted their previous response. Please provide copies of the communications that you sent me that you claim to have made. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/29/2023

  Again, we disagree that the payment in full was received or that we failed to contact you about this matter. If you have evidence of the payment in full being submitted and processed, please contact the management office directly to provide proof of that payment. Otherwise, you will need to contact FCO to discuss this matter further, as we no longer have access to this account. 

• Initial Complaint

  Date:08/02/2023

  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.

  I paid over $4,500 in pet fees over the course of 4 years at my apartment. As pets tend to do, they caused a little bit of vinyl floor damage which the property, *******************, is charging $850 for the repairs. I don't think it's right that they can charge a fee for the pet, but then not apply the accrued costs to damage caused from said pet. Even if they remove the $850, they still made an extra $3,500+ for our stay. Between raising rent 22% forcing us to move and now this, it's just not right what these massive property management companies are getting away with in a struggling economy. Attached is the move-out statement showing the $850 in repairs.

  

  Business Response

  Date: 08/25/2023

  Hello ****,
  
  
  Thank you for reaching out.  We value your feedback and hope that we are able to meet your expectations.  
  
  
  Regarding the $850.22 charge for the vinyl floor replacement, this is a prorated amount based on a 15 year life expectancy.  The charge that we incurred was $1917.97.  The flooring was installed in 2015 and as of your move-in date, 7/9/2019, had no damage, per the "Conditions of Premises" form that was completed on your move-in day.  All leaseholders signed this form along with a representative from our office on that day.
  
  
  I would like to clarify that no pet fees were charged to your account. You were, however, responsible for monthly pet rent as well as an additional deposit, which are separate charges.  The pet rent is for the privilege of having a pet and is charged monthly. The pet deposit is meant to cover any damages and is a one time deposit that is charged at the time of move-in or when a resident acquires a pet.  If there were no outstanding damages to the apartment home, the pet deposit would have been refunded however the pet rent is non-refundable.  I hope that makes sense.  
  
  
  In regards to your renewal offer, renewal offers are created with market conditions in mind.  We have created a special department that manages that process with our residents.  We do often negotiate offers in order to find a reasonable solution when appropriate.
  
  
  If you have any other questions or concerns, please feel free to reach out to us directly.
  
  
  Thank you,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20411585
  
  I am rejecting this response because: the idea of my pet paying for the "privilege" to live in a f**** covered community with little to no security should be criminal. How about you guys use all that free money and pay someone to clean the community up? Do you guys also charge babies for the "privilege" to live in such a declining community? As for your team of lease renewals that's simply because you can't look someone in the eye and tell them you're raising rent 20+% so you hide behind an email. You guys do not care about current tenants, just as long as a unit is filled with $$$ 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/11/2023

  Hello ****,
  
  
  Thank you for reaching out.  We value your feedback and hope that we are able to meet your expectations.  
  
  
  Regarding the $850.22 charge for the vinyl floor replacement, this is a prorated amount based on a 15 year life expectancy.  The charge that we incurred was $1917.97.  The flooring was installed in 2015 and as of your move-in date, 7/9/2019, had no damage, per the "Conditions of Premises" form that was completed on your move-in day.  All leaseholders signed this form along with a representative from our office on that day.
  
  
  I would like to clarify that no pet fees were charged to your account. You were, however, responsible for monthly pet rent as well as an additional deposit, which are separate charges.  The pet rent is for the privilege of having a pet and is charged monthly. The pet deposit is meant to cover any damages and is a one time deposit that is charged at the time of move-in or when a resident acquires a pet.  If there were no outstanding damages to the apartment home, the pet deposit would have been refunded however the pet rent is non-refundable.  I hope that makes sense.  
  
  
  In regards to your renewal offer, renewal offers are created with market conditions in mind.  We have created a special department that manages that process with our residents.  We do often negotiate offers in order to find a reasonable solution when appropriate.
  
  
  If you have any other questions or concerns, please feel free to reach out to me directly.
  
  
  Thank you,

  

  Business Response

  Date: 09/28/2023

  We appreciate you sharing your concerns. However, we see no basis to waive any amounts due for damages you are responsible for, consistent with your lease and local law. Our position on this matter is final. 
  
  

  Customer Answer

  Date: 09/28/2023

   
  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.

  Not worth the time or effort dealing with crooked management companies nickel and diming normal people.

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

• Initial Complaint

  Date:07/18/2023

  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.

  I rented a studio at ****************************************************, an Equity Residential property- and it was a horrible experience. Equity Residential stole my $500 security deposit, and in fact charged me an extra $300. They sent me photo "evidence" of the charges which I wish I was joking, but included photos of lint in the dryer, crumbs in the microwave... there is no concept of normal "wear and tear" which by law protects tenants from these predatory practices. I was charged for painting as well. When I moved in, the floors were heavily damaged and I took photos of this, with the leasing ********************* even mentioning that they cannot replace certain planks without replacing the floor entirely, I said okay leave it as is. When I moved out they fined me for damaged floorboards. I was promised a refund over the phone but since they sent me to collections now it seems no one knows or cares to proceed with this. Overall, buyer beware. You will not see a cent of your deposit. I will include photos I was sent by the leasing office indicating the "damage" I was fined for. Very shady and dishonest company. They lose business because no one that has experienced this will sign with their properties again. I wanted to avoid small claims court but it seems like legal action is the only way they will listen or care.

  

  Business Response

  Date: 07/26/2023

  Upon conducting a thorough inspection of the apartment after your departure, we observed that the unit required cleaning and painting for damages above normal wear and tear to restore it to its original condition. As stated in the lease agreement, it is the responsibility of the resident to return the apartment to a clean and well-maintained state. You were also charged for damage to the flooring, which we did agree to waive in an effort of good faith. Cleaning is the residents responsibility and the damages were above normal wear and tear. As such, we see no basis in which we would be obligated to refund any additional amounts. 
  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20341309
  
  I am rejecting this response because:

  there is no evidence of anything beyond normal wear and tear. Lint in the dryer and other such examples are not wear and tear at all. perhaps you can say the apartment was not in pristine cleanliness but again, I have never seen such shady practices. look up others asking online about equity residential and the money you have stolen. I am not alone in this claim 

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

  

  Business Response

  Date: 08/14/2023

  Upon conducting a thorough inspection of the apartment after your departure, we observed that the unit required cleaning and painting for damages above normal wear and tear to restore it to its original condition. As stated in the lease agreement, it is the responsibility of the resident to return the apartment to a clean and well-maintained state. You were also charged for damage to the flooring, which we did agree to waive in an effort of good faith. Cleaning is the residents responsibility and the damages were above normal wear and tear. As such, we see no basis in which we would be obligated to refund any additional amounts. 
  
  

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20341309
  
  I am rejecting this response because:

   

  There is no evidence showing that any damage was done beyond normal wear and tear- combined with Equity Residential having a history of scamming people out of their security deposits, I still want my $500 back and I would rather avoid going to small claims court 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/16/2023

  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.

  On May 18, 2023 a deposit of $175 was made to Vintage Apartments, for the purpose of reserving an apartment unit, with the understanding that this amount could be refunded if we canceled within 72 hours or if we were denied the application for rent.As we were searching various apartment complexes, we located another that was more to our liking. On May 20 (Saturday), we attempted to contact Vintage to inform them that we were cancelling, but my wife ********* only got a voicemail and she left a message. On Monday May 20 my wife contacted *************************** at Vintage, to confirm that they had received our message cancelling the reservation, and she DID confirm and acknowledge the message, indicating that we would receive the refund within a few days. Subsequently, we received a denial letter from Equity Residential dated May 19.On or about May 25, my wife received a call from *******, informing us that the actual cancellation period was 24 hours, therefore the refund would not be made. ******* acknowledge to my wife that she had misrepresented the terms, however the refund would not be provided to us.We believe that what ******* initially conveyed to my wife was made with the purpose of keeping the deposit and it is not in the spirit of fairness to the consumer.Additionally, the attached letter clearly indicates that we were denied, therefore a refund of $175 is owed to us.

  

  Business Response

  Date: 07/26/2023

  Hi *********, 
  
  
  Thank you for sharing your concerns.  We strive to create a clear and seamless leasing experience for all applicants.  I apologize that there was a misunderstanding regarding the holding deposit.  Our application disclosure does state that any cancellations need to be submitted within 24hrs of approval in order to receive a deposit refund. If you would like to discuss the matter further please reach out to management directly for further assistance. 

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20329881
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/12/2023

  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.

  Upon my friend and I moving out of ************************** April 2022, I noticed we were overcharged for moving expenses. I tried reaching out to Mosaic several times to get the matter resolved and they would not return my calls. I then filed a complaint with my bank to get the matter resolved. ****** was unresponsive with them as well so the charge was reversed (please attachment). Months go by and I get a letter from a collections agency after still never hearing anything from Mosaic. That collections agency eventually dropped the complaint. ****** then opens a claim with a different agency and that one is eventually dropped. Another collections has been opened that I am currently disputing for a debt I do not owe and is affecting our credit score. I'd like for this harassment to stop and these blemishes to be removed from our credit reports as soon as possible.

  

  Business Response

  Date: 08/04/2023

  We hope this message finds you well, and we sincerely appreciate you taking the time to share your feedback with us. We're sorry to hear about your recent experience not meeting your expectations, and we want to assure you that we take your concerns very seriously.
  
  Our goal is to provide the best possible customer service and provide a clear and accurate breakdown of your final statement of deposit with an itemized list of any final charges.
  
  We do not utilize multiple collection agencies, you were contacted by the agency which handles our outstanding accounts. We have reviewed your account charges and found no discrepancies. Your  account was settled with FCO the credit agency on June 23rd 2023.
  
  Please let us know if you have any further questions or concerns
  
  Thank you,

• Initial Complaint

  Date:07/11/2023

  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.

  As of July 11, 2023 I have a current pending charge of $1280.80 on what my previous complex claims to be owed. On May 18th I was told my the complex general manager of ******************* in ********* ** that my leaving was not a lease breakage. However now Im being charged for exactly that. I have an email chain which clearly states that I was not breaking my lease and yet sit here with this charge. In addition I have asked multiple times for an explanation as to why my security deposit was kept when the apartment was returned in good condition and clean with the exception of normal wear and tear. The office has yet to explain this. If this can not be resolved I will be perusing legal action because its come to the point my emails were being ignored for days and now they are trying to make it last longer to send me to collections. This has caused me undue stress over the fact that I now have this ridiculous charge. The office continues to drive me in circles and not provide a clear explanations when it came to their evaluation of the apartment and my security deposit and the charges for breaking the lease when I explicitly asked the general manager.

  

  Business Response

  Date: 07/13/2023

  Thank you for your inquiry. To clarify, your lease expired on June 19, 2023, and you gave notice of your intent to vacate on May 19, 2023.  However, pursuant to your lease agreement, we require a 60 day written notice to vacate. Additionally, because your lease expired on June 19, but you did not vacate until June 24, you were charged the month-to-month rate, listed in your renewal offer, for the days beyond your lease that you remained in the home. This was a prorated amount based on the month-to-month rate of $2346.00.  You were also charged $1755.72 in insufficient notice fees.  We hope this helps clarify the charges, but feel free to reach out to the management office directly with any additional concerns.