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

  
• 

  Waterside Apartments/Equity Residential Prop.

  12032 Waterside View Drive Reston, VA 20194

• 

  Equity Residential (Westerly at worldgate)

  13000 Wilkes Way Herndon, VA 20170

• 

  Equity Residential Property Management

  15208 SW 104th St Miami, FL 33196

• 

  Equity Residential Properties Management Corp

  101 Timber Hollow Ct Chapel Hill, NC 27514-5415

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:01/23/2023

  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 live in the ******************************* building owned by Equity Residential. I recently had an incident that made me feel unsafe in the home I rent from them. When I brought this issue to the leasing office I was dismissed and told I must be mistaken. I have asked many times to be put in touch with Equity Residential corporate offices to raise alarm about this issue but have been turned away every time.

  

  Business Response

  Date: 02/15/2023

  We deny that there are any safety concerns as it relates to this matter. A male's undergarment was discovered outside the resident's window. We have no knowledge of how this item got there and it has since been removed. We have no evidence of any wrongdoing or safety concerns as it relates to this matter. We recommend the police be contacted with any further concerns. This resident was also offered the opportunity to transfer, which they declined. No further action will be taken at this time.
  
  
  

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 18884849
  
  I am rejecting this response because:The transfer offer I recieved was not realistic, and in addition the response from the leasing office and staff was disrespectful, rude, and very disheartening. A building of this calibre should not have issues like this. $3500 dollars a MONTH???? NO 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/24/2023

  We regret to hear that you are not happy with our position. Unfortunately, this remains unchanged. If you have concerns regarding your safety in the community, we recommend that you contact the police. You are also welcome to notify the management office. However, please do so in real time so we may properly investigate your concerns. 
  
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18884849
  
  I am rejecting this response because: When I signed my lease, the representative I dealt with assured me that I was paying a student premium that was necessary due to the increased security my building claimed it needed. This same security is the front desk that wears shirts that say security and harass me on friday nights asking if I live in the building. When I asked what this security would do about this problem I was told they are not security. Get your stories straight and stop lying about where money goes. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to file a Small Claims Action against Equity Residential/********************, *******************************************************************, for my deposit to be returned. On November 30th, by their process, I gave my 30 day notice to vacate, next on December 21, 2022 I met with their assigned Equity Service person to do my pre move inspection, instead of him giving me any type of issues I still needed to complete, he informed me that no matter how much I clean, Equity will charge me a standard fee, so he warned me against cleaning anything further. He also told me he was moving into my apartment after I move out, he also said that my carpet was over the 5-year period, and it will be replaced. The next day he called me and asked for permission to let a vender into the apartment to measure for new carpet. I informed him that I have given thought to what he said, re: my deposit. and that I intended to get my deposit back, so I completed the cleaning. And I told him I was complying with Equity rules and policy, I expected them to do so as well. He said OKAY and that he will wait until after I vacate to get the carpet measured. I completed my move out and cleaning before the end of that day. I wiped everything down again on Dec. 30, 2022, took pictures, and turned in my keys. I met with Leasing Consultants, ******* and I believe the second woman is *********, we spoke, re: my pre inspection happenings and my intent to get my deposit back. I informed them that I had left the apartment clean just as Equity policy dictates. Less normal wear & Tear, after my 2-year 3 month stay. I was assured they would let Equity know the situation. I was charged $502.59, in cleaning & painting fees. I have completed Small Claims paperwork except for the name of the Authorized Agent to accept the Papers. I have contacted several offices of Equity Residential LLC, and ************ in *******, no one can or will, give me the Agents name and address so I can execute my right to file a SC.

  

  Business Response

  Date: 01/27/2023

  This was resolved directly with the resident. 

  Customer Answer

  Date: 02/03/2023

   
  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:01/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have moved into this apartment complex in December 2022 and since then I have experienced numerous problems that the community manager gave no explanation for. First, I was overcharged three times during the month of December. When I realized, I notified the office and they claimed to correct the statement and resent another one. The new statement then added the overcharged fee to my rent price. When I realized I proceeded to notify the community manager again. After moving in, I noticed I was charged again for a security deposit. When I brought it to the attention of the leasing office they had no explanation as to how this happened again and removed the charge. A pipe burst on the 4th floor December 25th, 2022. I was out of state and notified the community manager of the damage to my ceilings. Maintenance came days later to repair without notification. I installed a camera since I wasnt being notified of when repairs would be done. I came home from work when a man painting the living room claimed all work was done. On January 11, 2023 I was notified through my camera that people were in my unit. Five individuals were taking pictures, cleaning, and took water and fruit from my kitchen through the refrigerator while I was not home. I was not notified anyone would be in my unit and when I approached the community manager, she said she forgot to let me know. I came home to my apartment unsecure (no locks) and all lights on and small items moved around without being placed in original position. I have camera footage of the cleaners and the moment they went through my refrigerator to take things. When I was what going through my refrigerator and bathroom had to do with the repairs in the living room, I was given no answer. This property seems to not take any situation seriously and prospective renters need to know of the overcharging and landlord breaking lease agreements in terms of entry and 48 hr written notification which I never receive.

  

  Business Response

  Date: 01/19/2023

  This complaint is for a different business. We do not own or operate a community at the address provided nor do we have a resident matching the name or contact information provided.

  Customer Answer

  Date: 01/23/2023

   
  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. I will refile a claim with the correct leasing office. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/05/2023

  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.

  On 7/27/2022 I became a resident of *********************, a property managed by Equity Residential. In my 5 month period of tenancy, here is a concise list of my adverse experiences with the top concern leading the list. Due to the word limit, I will address the most important concerns in detail but would like the opportunity to discuss all matters in detail.1) **** spotted in the apartment - 01/03/22 a rodent was spotted in the apartment. This is a new ongoing matter that I am allowing equity reasonable time to correct but will disclose for documentation purposes.2) Privacy concerns and my reasonable request for an enclosure after a prowler incident took place- 2 months into living at my apartment, I had an aggressive encounter with an intruder at my apartment window. After calling police and eventually speaking to the leasing office to request a patio enclosure similar to my neighbors that Equity provided them, I was told the request "likely couldn't happen." Since then, I have confronted and witnessed individuals continue to enter my patio area for unrelated purposes rendering me unable to use my patio for lack of privacy. I have photo evidence to support this.3) Hot water fluctuations I was burned by fluctuating water temperatures as a result of a plumbing problem that took place during November and December of 2022. Equity eventually addressed the matter after massive complaints from tenants. I have documentation to support this claim.4)My patio and balcony was very dirty prior to my signing of my leasing agreement and despite promises and reassurance to get the matter handled, no avail. I have documentation to support the inaction of management.I would like someone to reach out to me to seriously have the matter addressed as I am considering other remedies at this time.

  

  Business Response

  Date: 01/25/2023

  This has been resolved directly with the resident.

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/24/2022

  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.

  Greetings, This is ***********************, I rented APT **** in Pacific, ********************************************************************************* I want to make a complaint about the management in pacific and the community manager ****. As we have a massive issue and he is not helpful and he is not trying or caring to solve the problem with us. We went to the office many many times to talk to him and he was not there( every time). Our problem is that:We started the rent from 1st of September 2022 and then, we found that we were renting the wrong apartment, this one is not the same one that we chose before. We discovered that after going back and forth many times to the office.At the last week of last July, there was a front desk employee ( I think her name is *****) who had a discussion with me and my wife suggested that we could look only for the style of apartments and the floor plan as our APT we needed was not available at this time. We confirmed with her that the bathroom is outside the master bedroom, and she showed us the floor plan and assured us that it is separate from the room.Once we arrived and checked the apartment, we found the bathroom inside the master room . My wife talked to ****** ( another front desk employee) about that issue in the first week of our coming as it is really a big issue ( imagine that we are 4 households in the same apartment, two kids need to go to the bathroom at any time they need to) but the discussion was without any discovery that this is not the right apartment, besides ****** is not the same person who rented the suite for us, she doesn't know all the details about our requirements and she didn't even mention the rule of 30 days transfer when I told her a bout this problem, and there was no response about that.Additionally, we were in a rush to settle all our staff, we had to organize all the furniture, luggages and we were in a hurry to stabilize the routine of kids' as they started school once we arrived.When I was talking to ****** 1st of November, and we checked together again the map of the suite,me and ****** found that we had the wrong Apt with different rent price and space!!!and the wrong design. This is a fatal mistake that could happen in a big company like Equity Co.So, we don't feel comfortable and so upset, we paid more money for different apt and we want to solve our problem We sent email with all these details to the community manager **** and his response that there was 30 days to transfer ( no one mentioned it to us) , and if we want to transfer we have to pay transfer fees and we will start over the year of lease. There was no apology about what happened, and there was no responsibility that there is someone did a fatal mistake from the team with a customer. In addition I have to pay fees and start a new year lease like there is nothing wrong happened from the company. We want that the company to understand the situation and solve our issue by the following: - upgrade to another apartment with the right space and design that we should get from the first day without transfer fees ( an employee gave us wrong info for a different apartment without even telling us that we could transfer free in 30 days)- have a credit for the extra money that I already paid for the lower price apartment that I have now.- we want a compensation for what we suffered at this time from getting the wrong Apt and all consequences related to, bad response from the team, unavailability of the person( ****) who can solve the problem and I am sure even he was there, he would not handle this issue well.I completely appreciate understanding to the situation, and the support to solve it.

  

  Business Response

  Date: 01/12/2023

  This matter has been resolved directly with the resident.

• Initial Complaint

  Date:12/17/2022

  Type:Sales and Advertising 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.

  Equity residential is the group running the reserves at Potomac yards and they are making claims and trying to just scam me out of money. The property management team has stated the unit I was renting had smelled of weed and needed to add almost over 100 dollars in fees. The community is smoke free, I am asthmatic, I would see plenty of of neighbors smoking outside at all hours of the day, and I had complaints filed about this by a neighbor with no evidence and I would be out of the state traveling at the times of the emails being sent to me, so how is it even possible I am smoking in the unit when I am not even in the state. I want the BBB to help resolve this issue and have the statement corrected as Ive spoken to the property manager multiple times even the ones that have left, ************************ the current manager refuses to acknowledge anything, some photos they sent from the unit were blurry and some were for locked away areas that I had no access too, and stated the smell came from the carpet. I do not understand how it would be in the carpet and any smell could *** from another unit or from the hallway from someone smoking in the common areas. This is obviously a scam by these people to just increase revenue through Nefarious methods.

  

  Business Response

  Date: 12/22/2022

  ******, 
  
  
  Thank you for voicing your concerns. A detailed report about the condition of the premises including photos was delivered to you on December 8th and December 15th. Members of our service and office teams reported a marijuana smell inside the apartment during the move-out inspection and during the turnover process, and the level of odor indicates that the smoking occurred for an extended period of time inside the apartment. To cure that condition we had to apply specialized primer to deodorize the apartment which is not within the normal tear and wear. We have not received a note about the marijuana odor when you completed a condition of premises report upon moving in, or during your residency. 
  
  
  Other charges were applied to your account to include, general cleaning, bulk-trash pick-up, and replacement of blinds. Furthermore, the moveout obligations were explained for you to clear any confusions and questions that you had. We also provided the final statement of the deposit account of the breakdown of your balance. We deny your claims about the intention to generate revenue from the turnover cost that we endured due to the smoking that occurred in the apartment in breach of the non-smoke addendum on your lease. 
  
  
  In good faith and to resolve this conflict, we will credit your account for the deodorizing paint that was required to restore the condition of the premises.  A new statement of the deposit will be processed within a few days and you will be notified of the update. 
  
  
  Kindly note, you are still responsible for the remainder of the balance. 
  
  
  Thanks, 

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

  Customer Answer

  Date: 12/28/2022

   
  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, even with the false claim made.

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

• Initial Complaint

  Date:12/14/2022

  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 keep getting illegally towed at the building where I live.

  

  Business Response

  Date: 12/22/2022

  We deny these allegations. This individual continues to be in default of the community parking policies. We have addressed this with the remedies available to us under the lease and local law. No refunds will be provided. 
  
  
  

• Initial Complaint

  Date:12/10/2022

  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.

  Living in this complex for 2 and a half years we have had plumbing issues shortly after moving in. We have had our plumbing back up and spread raw sewage through out our house. We have asked to have our plumbing looked at for 2 plus years. We have emailed pur leasing office hundreds of times about this issue. They have plumber here weekly. This is a sanitation issue and a health issue. In the last 3 weeks we have had the plumbing back up every week. Today we have had f**** sitting on our front porch for 5 hours. We can't leave through our only entry/ exit safely. We have called, emailed, put on a service request and went in person, having to jump out of my ******** hours of sewage is unbelievable to have to live in this conditions. We pay$3k a month to live in squalor. These people ignore our calls and email's. We just want our plumbing fixed.

  

  Business Response

  Date: 12/22/2022

  This matter has been resolved directly with the resident.

  Customer Answer

  Date: 12/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/09/2022

  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.

  On 6/16/2020, I moved in at ********************************************** in ***********, **, a property owned by Equity Residential of *******, **. I paid $2431.00 for the first month's rent, plus $500.00 as a rent deposit. They charged me $1022.37 in the move out process, which I disputed. After two years without contact, they reported me to a credit agency, thus affecting my credit rating.

  

  Business Response

  Date: 12/23/2022

  We are in communication with this former resident directly and have offered a settlement to resolve this matter. 
  
  

• Initial Complaint

  Date:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into The **** Apartments not even a week ago on 12/1/2022. I was not allowed to view my unit or do orientation until that day of my lease beginning. Upon entering the unit that night of the 1st I noticed and filmed multiple cockroaches crawling around the sink. I simply asked the leasing offices to move me out of here into a sister property under Equity, and I was told I'd have to 1. Pay another Deposit and 2. I would be paying for the days I've been at ************, even though the unit is inhabitable and I notified them of that on day 1. They've waited until this day 12/7/22 to even tell a GM about the matter. This is absolutely illegal and robbery. I've tried being cool and flexible about this, but every turn I've been put in a worse position.

  

  Business Response

  Date: 12/22/2022

  We understand that this was already resolved with the resident. 

  Customer Answer

  Date: 12/27/2022

   
  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,
  
  Ralondo *******